Sprint Corporation

December 23,
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 inquiry of
*** *** submitted on December 5, We appreciate your assistance in bringing our customers’ concerns to our attention
According to the information provided, Ms*** expressed her dissatisfaction with her attempts to address her account concernsMs*** stated that she visited an authorized Sprint Retail Store location and upgraded her iPhone Plus device and purchased an iPhone Plus device associated with phone number ending in *** via Sprint’s Lease programMs*** stated that she was unable to activate the iPhone Plus device, and opted to return the device back to the Sprint Retail Store location with the expectation of receiving her former iPhone Plus deviceHowever, she was advised that her former iPhone Plus device was no longer available to be returned back to herTherefore, Ms*** requested that Sprint apply an adjustment of $to her account to offset a portion of her Lease cancellation charge pertaining to her former iPhone Plus device and activate a new iPhone Plus device on phone number ending in ***
Sprint has reviewed Ms***’ complaintOur records reflect that on August 24, 2015, Ms*** purchased and activated an iPhone Plus device associated with phone number ending in *** via Sprint’s Lease programPlease be advised that 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 deviceLease payment varies by device and a down payment may be required and varies by customer and deviceWith a lease option, Sprint owns the deviceAt the end of a lease term, you can purchase the device and own it outright, return it to us, or return it to us and upgrade to the latest deviceMore information regarding the Lease program is available at our website, www.sprint.com/lease
Additionally, on November 30, 2016, Ms*** visited an authorized Sprint Retail Store location and upgraded her iPhone device via Sprint’s Buyback program and purchased a Samsung Galaxy Sdevice associated with phone number ending in *** via Sprint’s Lease programAs a result, on November 30, 2016, Ms***’ account was assessed a total Lease cancellation charges of $359, based on her iPhone Plus deviceAdditionally, on December 1, 2016, Ms*** visited a local Sprint Retail Store location and activated the Samsung Galaxy SdeviceAfterwards, on December 1, 2016, Ms*** contacted Sprint requesting to return the Samsung Galaxy Sdevice and she requested to receive her former iPhone Plus deviceMs*** was advised that customers who participate in Sprint’s Buyback program trada device(s) and received Buyback Credit through our Sprint Buyback program, Sprint will not be able to return any devicePlease note that devices submitted to the Program for any reason can not be returned to the customer, even if customer requests that Sprint return the device within the timeframes contained in the Sprint return policies, which are available at www.sprint.com/returns
In an effort the resolve her equipment purchase concerns, Ms*** agreed to receive a one time $adjustment to offset a portion of her monthly recurring service chargesAs such, the $adjustment is reflected on her December invoiceAfterwards, on December 1, 2016, Ms*** visited a local Sprint Retail Store location and returned the Samsung Galaxy SdeviceAs such, Sprint cancelled the Lease Agreement associated with the Samsung Galaxy SdeviceShe further requested for Sprint to provide her with a free iPhone Plus device as compensation for her customer service experiencePlease note that Sprint respectfully denied her request for a free iPhone Plus device
Furthermore, our records reflect that on December 2, 2016, Ms*** submitted an online equipment order via our website, www.sprint.com and purchased an iPhone Plus device associated with phone number ending in *** via Sprint’s Lease programAlso, on December 2, 2016, Ms*** contacted Sprint regarding her customer service experience and in an effort the further resolve her concerns, Sprint applied a one time $adjustment to her account to offset a portion of her November invoiceAs such, the $adjustment is reflected on her December invoiceOn December 4, 2016, Ms*** activated the new iPhone Plus device associated with phone number ending in ***Furthermore, on December 5, 2016, Sprint processed an $refund to the credit card on file, based on the return of the Samsung Galaxy SdeviceAs such, Ms*** should receive the refund from her credit card company within business days
We spoke with Ms*** on December and of 2016, and we relayed the aforementioned information to herFurthermore, we confirmed the adjustments that were applied towards her account on December and of 2016, in the amounts of $and $were reflected on her December invoiceFurthermore, in a final effort the further resolve her account concerns, Sprint offered to apply a one-time $adjustment to her account to offset a portion of her December invoiceMs*** is aware that the aforementioned adjustment offer is valid until December 30, As such, she was encouraged to contact the undersigned, by December 30, Ms*** has confirmed her understanding of the information that has been relayed to her
We are committed to providing excellent service on every contact with every customer and regret any possible misunderstanding that may have occurred related to Ms***’ account concernsPlease be assured that we take every inquiry seriously and that we appreciate Ms***’ feedback
We apologize for any inconvenience we may have caused Ms***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 a.mand p.m., Central Time
Sincerely,
Chanda L
Executive and Regulatory Services Analyst

Tell us why hereFebruary 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 inquiry of *** *** submitted on January 10, 2017. We appreciate your assistance in bringing our customers’ concerns to our attention. Ms***’s filing expressed her dissatisfaction with her account being accessed, without her consent. According to Ms*** she contacted our Customer Care group to report her device lost/stolen and subsequently, the service for that line of service was restored, without her authorization. Ms*** requested that Sprint review this matter and adjustment her account accordingly. Sprint has reviewed Ms***’s complaintOur records indicate that on January 6, 2017, Ms*** contacted our Customer Care group and reported line ending in *** as lost/stolen. As such, we complied with her requested and restricted the serviceSubsequently, we have confirmed that an unknown person requested access to her account at a local Sprint Retail Store location on January 6, The account was accessed by the Retail Store representative; and at that time, the restriction was inadvertently removed on phone line ending in ***Please be advised that Sprint has safeguards in place to protect our customers’ privacy. It is against Sprint policy for employees to access customer information absent a legitimate business need or to disclose any of our customers’ personal information unless authorized by the customer or required by law. For additional information about our Privacy Policy, including how we collect, access, use, disclose, and secure personal information, Ms*** may visit our website, ***. We spoke with Ms*** on January 26, 2017, and discussed our findings and we confirmed that her account security information was updatedTo resolve and retain the account we offered and Ms*** accepted a one-time courtesy adjustment of $to offset a portion of the monthly recurring charges plus taxes as reflected on the November 4, through January 4, invoices. Ms*** was satisfied with the resolution provided. We regret any inconvenience that Ms*** may have experienced while attempting to resolve the aforementioned concerns. If we can be of further assistance, Ms*** can reach us by calling the Executive & Regulatory Services Department toll-free at ###-###-####, ext***. I am available Monday through Friday from 7:a.mto 4:p.m., Eastern Time. Sincerely, /s/ Regina 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 ***, and find that this resolution is satisfactory to meThat being said, the "cookie cutter" legal response about wireless signals not going through walls, and maps having coverage gaps is pretty annoyingIt makes it sound like I am somehow at fault for expecting Sprint to provide consistent coverageThe fact of the matter is that coverage existed at my location without an issue for nearly yearsI stopped getting a signal indoors AND outdoors in a 2-mile radius around my locationI understand Sprint has no coverage "guarantee" per-se, but the coverage map is extremely misleadingHow can you have an area that supposedly has excellent coverage with a VERY LARGE area with zero signal? That is one heck of a gap, and is quite negligent in my opinion. As I stated above, Sprint was able to assist with the help of their Magic BoxIt provides great coverage indoors and outdoors around by officeI hope I don't have any other issues because I am still banned from using their customer forums to seek assistanceI can't even VIEW the support forumsThat does not sit well with meI did nothing that should have caused me to be bannedThe moderators are non-responsive when you send them messages asking nicely for clarification of their terms and conditionsIf they were half as concerned with assisting people as they are with policing negative remarks, that forum might actually be a useful tool for customers.
Regards,
*** ***

Revdex.com Case ***, *** *** Sprint Account XXXXX*** Sprint Case *** To Whom It May Concern: Sprint is in receipt of the supplemental inquiry of *** ***. We appreciate your
assistance in bringing our customers’ concern to our attention. We are pleased to inform you that we have addressed Ms***’ concern In the information provided by your agency, Ms*** expressed her dissatisfaction with the charges assessed to her monthly invoicesSpecifically, stating that she was billed for two invoices within the same timeframe. Ms*** requested that Sprint review this matter and respond accordingly Sprint has reviewed Ms***’ complaint. After completing a review of Ms***’ Sprint account, we were unable to identify any billing errors. Our records indicate that Ms***’ services were suspended for non-payment on January 16, 2017, which was the end of her billing cycle. As a result, Ms*** was not assessed any monthly recurring charges. However, Ms*** remitted a payment of $on January 20, 2017, towards her account balance and her services were promptly restored. As outlined in our Terms and Conditions of Services, monthly recurring charges are billed one month in advance. As a result, Ms***’ account was assessed prorated charges and monthly recurring charges in association with the February and March billing periods, as indicated on the February 20, 2017, billing statement. In addition, we reviewed her account for services utilized from January through March and we were unable to identify any billing errors. We spoke with Ms*** on April 18, 2017, and relayed the above information. During that call, Ms*** stated that she is cancelling her services with Sprint and elected to return the two devices associated with her accountWe informed Ms***, upon receipt of the two devices we will apply an adjustment to offset the Lease Device Purchase Amount charges associated with the respective Lease AgreementsTo facilitate the return of the devices, we have agreed to send return kits to Ms***’ address on file. Please note that we ask that Ms*** allows 10-to have the above charges adjusted from the time the devices are received at our Returns warehouse. Ms*** acknowledged the information and resolution that was relayed to her. Should Ms*** have any additional questions and/or concerns pertaining to the matters discussed herein, we encourage her to contact the undersigned directly at the phone number noted below at her earliest convenience. We regret any inconvenience Ms*** may have experienced regarding this matterIf MrBryant has any further questions about this matter, we can be reached by calling the Executive and Regulatory Services Department at ###-###-####. I am available Monday through Friday, between a.mand p.m., Central Time. Sincerely, /s/ Terrance *** Terrance *** Executive Services Analyst

May 9, 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 inquiry of Ms*** ***. We appreciate your assistance in bringing our customers’ concerns to our attention In her inquiry, Ms*** expressed her dissatisfaction with the length of time taken to provide Buy One Get One (BOGO) promotional credits owed to her for equipment she purchased on March 11, 2017. She further stated that although she advised that she did not want to be billed in installments, and that it will take up to two bill cycles to receive the BOGO credit, we continue to bill her on installments and she has not received the BOGO credit. Ms*** also described unfavorable customer experiences during her multiple attempts to address the referenced concern. As a result, Ms*** requested that we allow her to pay for one device in full and cancel the installment billing on the second line of service. We regret any misunderstanding that may have occurred related to the terms of the referenced BOGO promotion. Our records reflect that Ms*** purchased two devices to participate in the BOGO promotion and receive the BOGO credit. However, customers must add a new line of service, as outlined in the terms of the BOGO promotion. We do not have record that Ms*** added a new line of service During our conversation with Ms*** on April 27, 2017, we explained the information above. However, based on additional information she provided, we agreed to forward her request to the store’s district manager to determine what, if any, additional consideration may be available and to follow up with her within a few days. We contacted the district manager regarding Ms***’s referenced issue. Because she was not eligible for the BOGO promotion, he applied a one-time credit of $to her account on May 9, 2017, in lieu of a monthly credit, which is equivalent to a $credit for months. However, we will continue to bill her for her device’s installment charge. Ms*** responded via email expressing her dissatisfaction because she wanted the installment billing canceled. The district manager made a second offer to allow Ms*** to return her devices to the store and the accelerated charges will be credited. We attempted to contact her again on May 9, 2017; unfortunately, we were unable to reach her. However, she responded via e-mail requesting that we contact her in writing only. We advised her that she can return her devices and she will be credited for the accelerated charges for one of her devices because she has already received the credit for the second device. This offer is available for days from today’s date We appreciate Ms***’s taking time to provide details of her experiences with our retail 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 these issues may have caused Ms***. If we can be of further assistance with these concerns, 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

January 26, 2018 Revdex.comWard Parkway, Suite 401Kansas City, MO 64114 Re: Revdex.com Complaint ID ***, *** *** on behalf of *** ** Sprint Account
XXXXX6375 Sprint Case *** To Whom It May Concern: Sprint is in receipt of the above-referenced rebuttal inquiry of Ms*** *** on behalf of the account holder *** Li. We appreciate your assistance in bringing our customers’ concerns to our attention and regret the circumstances that led to Ms*** contacting your agency once again. According to Ms***’s follfiling, she states that she is disputing charges for the Total Equipment Protection (TEP) plan that was added to her line of service without her knowledgeMs*** further states that she has declined the initial credit offer of $91. In addition, she is requesting an apology, as well as, a full refund of the TEP charges that were billed to the account in question. We spoke with Ms*** on January 23, 2018, regarding her concernsWe again reviewed the account and determined that TEP was added to line ending in on July 28, 2016. The TEP was not removed from the line in question until November 6, 2017, as requested. As outlined in our Terms and Conditions of Services, you must raise any dispute that you have regarding invoiced charges within days of the date of the invoice, or you have accepted the charges. You do not have to pay the disputed amounts while they are being investigated; however, you must pay amounts not in dispute by the due date to prevent services from being interrupted. Disputes can only be made by calling our Customer Care department or by writing to us at the address provided on your invoice After account review, we determined we were unable to identify any billing errors. The request to cancel TEP was processed as requested and we have no record of a previous request to cancel this feature or a dispute of the chargesIn an effort to resolve this matter, we offered to adjust the account $which is half of the billed charges from July 28, 2016, through November 6, 2017. However, Ms*** declined this offerShould she wish to reconsider our offer, we urge her to contact us with days from the date of this letter. We regret any frustration this matter may have caused Ms***. If I may be of further assistance regarding this matter, Ms*** can contact me by calling our Executive & Regulatory Services department toll-free at 1-844-282-8211, extension ***. I am available Monday, Tuesday, Wednesday, and Friday between 8:a.mand 5:p.m., Central Time. Sincerely, LaToyaP.LaToya PowellExecutive Services Analyst

May 5, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case ***, *** *** Account XXXXX***, *** *** Case *** To Whom It May Concern: Sprint
is in receipt of the inquiry of Ms*** *** regarding the Sprint account of Ms*** ***. We appreciate your assistance in bringing our customer’s concern to our attention. In her inquiry, Ms*** expressed her dissatisfaction with being charged $for Spotify services on her daughter’s line that she was already paying $directly to Spotify for the same service since September Therefore, she is requesting credit for all of the charges for Spotify on her daughter’s line. We spoke with Ms*** and resolved her concerns to her satisfaction. We confirmed that she has been successfully unsubscribed from Spotify service for both of her lines of service and prorated credits totaling $will be reflected on her next invoice. Additionally, we advised Ms*** that as outlined in our Terms and Conditions of Services, customers must raise any dispute regarding invoiced charges within days of the date of the invoice, or the customer has accepted the charges. Customers do not have to pay the disputed amounts while they are being investigated; however, amounts not in dispute must be paid by the due date to prevent services from being interrupted. Disputes can only be made by calling our Customer Care department or by writing to us at the address provided on your invoice. Because no dispute was received regarding the charges she was offered a credit of $to offset a portion of the charges she incurred. In appreciation of her loyal years of patronage and as a one time courtesy, we increased the credit offer and applied a total of $credit to her accountMs*** accepted this resolution We advised Ms*** that we regret any inconvenience that this issue may have caused. If I may be of further assistance with this matter, Ms*** can reach me by calling the Sprint Executive & Regulatory Services Department toll-free at ###-###-####, ext***. I am available Monday through Friday from a.mto p.m., Central Time Sincerely, Clara CExecutive Services Analyst

June 2, *** *** Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Complaint *** Account XXXXX***, *** *** Case *** Dear Mr***:
On May 30, 2017, Sprint received an inquiry submitted by your office on behalf of *** ***. According to the information provided, Mr*** is disputing equipment charges for devices he returned. We appreciate your assistance in bringing Mr***’s concerns to our attention On May 31, 2017, we contacted Mr*** to discuss his concerns in detail. At that time, we confirmed receipt of his returned devices and credits totaling $have been applied to his account to offset the disputed device cancellation charges. As a result of these credits, the canceled account reflects a zero balance We regret any inconvenience this matter may have caused. If additional assistance is required, Mr*** 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

August 2, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case 12227178, *** A*** Sprint Account XXXXX Sprint Case To Whom It May Concern: Sprint is in receipt of the supplemental inquiry of Ms*** ***, which is in response to our July 25, 2017, correspondence. We welcome the opportunity to revisit our prior investigative findings. In her supplemental inquiry, Ms*** states our office, as well as the Retention department, confirmed that her monthly estimated cost is $196. However, she states she was billed over $and is currently waiting for an update on this matter. She further states that phone lines one and two should total $per month and lines three through five should be free and that the monthly lease cost for her five lines should be $96. Based on the information received from Ms***, she states that she had an unfavorable customer experience while attempting to address her concernsAs a result, she is seeking assistance with this matter We spoke with Ms*** on July 27, 2017, and addressed her account billing concerns. During our discussion, we explained to Ms*** that her service plan was updated with the rate of $per month for her five phone lines (lines three thru five being free) and that the promotional plan ends on June 31, 2018. We further explained in order to receive an additional discount; she must sign up for autopay for a $per line discount. Additionally, we applied a credit of $to the account for phone lines three through five towards the July billing statement, reflecting a balance of $We advised Ms*** that moving forward her estimated monthly cost with autopay is $plus applicable taxes and surcharges We appreciate Ms*** for taking the time to provide us with the details of her customer service experience. We are continually striving to improve the quality of service provided to our customers. Please be assured that we value her feedback and that her concerns have been forwarded to the appropriate managerial staff for further review We regret any inconvenience this matter has caused Ms***. If I can be of further assistance with this matter, Ms*** can contact me by calling the Executive and Regulatory Services department toll-free at 1-855-848-3280, extension ***. I am available Tuesday through Saturday between the hours of p.mand p.m., Central Time Sincerely, Jennifer DExecutive Services Associate Analyst JD/ab

Sprint is again providing partial, misleading information to the Revdex.com I never agreed to pay Sprint Sprint offered me an advanced exchangeI said that an advanced exchange sounded reasonable and sought more details Then, Sprint sent me an email stating that I had agreed to their offer, and that once I had remitted payment to them, that they would consider helping me This was the first mention of the words "payment" or anything of the sortTo this, my actual response only included the words "Remitted payment on what? I thought Sprint was going to credit my account." I sent them this email on May 7th, and Sprint never responded. That is the conversation now being cited as evidence that I agreed to pay Sprint money before they’ll assist me I don’t understand why Sprint did not mention this in their response to the Revdex.com, or why they did not respond to me before reaching out to the Revdex.com to claim I had agreed to pay them I reject any offer in which I am expected to pay Sprint even more money before they'll consider assisting me.[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,
*** ***

April 4, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Inquiry ***, *** *** Sprint Account xxxxx***, *** *** Sprint Case *** To Whom It May Concern: Sprint is in receipt of the inquiry filed with your office by Ms*** ***, filed on behalf of the account holder, Ms*** ***. We appreciate the opportunity to address her concerns. Based on the information provided in the inquiry, Ms*** stated she is disputing a third line of service that was added to Ms***’s account. As a result, she stated she wants out of Sprint and to be reimbursed for her time and the frustrations regarding this matter. We spoke with Ms*** today, and confirmed that she was able to resolve the billing dispute after talking to a store representative. We advised her that the disputed charges reflected on the February invoice were billed in error because a lease agreement was not canceled after a phone was returned. Further, we advised that we applied credits totaling $to her account to offset these charges. Additionally, in appreciation of Ms*** and Ms***’s continued patronage, a $credit was applied to the account, and another $credit will be reflected within two bill cycles We appreciate having had the opportunity to assist in resolving Ms*** and Ms***’s account concerns. We value them as a customer and look forward to a long and positive business relationship with them We regret any inconvenience that this matter may have caused Ms*** and Ms***. If they need further assistance, they can contact me toll-free at ###-###-####, ext***. I am available Monday, Tuesday, Thursday, and Friday from a.mto p.m., Central Time Sincerely, *** MExecutive Services Analyst

May 19, 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 the information provided by
your agency, Mr*** indicated that his *** debit card was charged $by Boost Mobile, but he is not a Boost Mobile subscriber. He requested that a refund be issued for the disputed chargeAfter completing a review of Mr***’ concern we were unable to locate the payment in question. As a result, we will need to speak with him to gather more information relating to his claim. Unfortunately, the phone number provided in his inquiry is not in service. As a result, we attempted to contact him via e-mail on May 3, 10, and 13, 2016; unfortunately we have received no response to our e-mails. In addition, we sent him a letter via the U.SPostal Service on May 13, 2016, inviting him to call us to discuss his concerns. We look forward to speaking with Mr*** and encourage him to contact us regarding any concerns he may continue to have with his unauthorized payment claim. He can contact me directly by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####, ext***3. I am available Monday through Friday from a.mto p.m., Central TimeSincerely, *** *Executive Services Analyst

July 25, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File ***, *** *** Sprint account XXXXX***, *** *** ***, LLC
Sprint Case *** To Whom It May Concern: Sprint is in receipt of the inquiry filed with your office by Mr*** ***, filed on behalf of his business, *** *** ***, LLC. We appreciate the opportunity to address his concerns. Based on the information provided in Mr***’ inquiry, he advises that he was offered a monthly plan, and is not receiving the price quoted. He further advised that he has been unable to contact his account manager After a review of our records, we determined that there were lines that were supposed to be canceled, and were not, which increased the monthly charges. We confirmed that lines were canceled at Mr***’ request on July 17, 2017, and we then applied credits totaling $1,to offset the disputed charges. At this time, his account reflects a zero balance. Mr*** contacted us via e-mail yesterday and advised that his account concerns were resolved. We regret any inconvenience that this matter may have caused Mr***, and appreciate his continued patronage. If he needs further assistance with this matter, he can contact me toll-free at ###-###-####, ext***. I am available Monday, Tuesday, Thursday, and Friday from a.mto p.m., Central Time Sincerely, Michal MExecutive Services Analyst

June 20, Revdex.com of Greater Kansas City 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 inquiry of Ms*** ***. We appreciate your assistance in bringing our customers’ concerns to our attention In the information provided, Ms*** stated that we drafted an unauthorized $payment from her bank account on May 21, 2017, as payment toward her Sprint account although she was previously advised that no payment was due. She also stated that we have not refunded that payment or a previous $amount owed to her. Ms*** requested that we provide a prompt refund of $ We regret any possible misunderstanding that may have occurred regarding Ms***’s disputed payment and refund concerns. Our records reflect that we applied a $credit to Ms***’s Sprint account on May 1, , to offset her final month’s service charges due to proration of her final bill, which resulted in an adjusted balance due of $20.53, for which we drafted a pre-authorized payment on May 21, 2017, pursuant to the days Satisfaction Guarantee. Our records further reflect that, because Ms*** also remitted a payment of that adjusted balance amount on May 21, as mentioned above, we processed a refund of that amount to her bank account on June 4, 2017. Although that funds transfer was immediate, some institutions such as credit unions and smaller banks may take longer up to days to post the funds to individual customer accounts During our June 7, 2017, conversation with Ms***, we explained the information outlined above. She acknowledged that information but reiterated her dispute our not providing the additional refund of $35.75. Due to her limited schedule, we agreed to review that matter further and follow up with her the next day Regrettably, our attempts to follow up with Ms*** to discuss our additional findings on June 9, 12, and 19, 2017, were not successful. However, we identified that the amount in reference was a credit toward her remaining account balance for services provided and rendered and was not eligible for refund, as it was not a credit toward any payment or over-payment remitted by her. As such, we believe that her reported concerns have been fully addressed and that no further refund is warranted We regret any inconvenience Ms*** may have experienced as a result of these matters. If we can be of further assistance with these concerns, Ms*** can contact me by calling our department toll-free at ###-###-####, extension ***. I am available Monday through Friday between a.mand p.m., Central Time Sincerely, Beatrice RExecutive Services Analyst

July 7, 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 inquiry of Mr*** ***. We appreciate your assistance in bringing our customers’ concerns to our attention. In his inquiry, Mr*** expressed his dissatisfaction with our declining to waive the $Early Termination Fee that he incurred when he canceled his line of service ending *** prior to fulfillment of the two-year Service Agreement. He reported that he was advised by the representative that processed his equipment upgrade purchase and two other representatives that he could cancel that line without incurring additional fees. He also described unfavorable customer experiences during his attempts to address that matter, advising that we subsequently extended an offer for a partial credit. We regret any miscommunication that may have occurred regarding the terms of the Service Agreement that Mr*** consented to on November 24, 2015. We spoke with Mrand Ms*** on June 30, 2017, and resolved their concerns. We confirmed that the $Early Termination Fee is valid because the line ending *** was canceled on July 4, 2017, which is prior to his fulfillment date of November 24, 2017. However, due to any possible misinformation that may have occurred, credits totaling $were applied to Mr***’s account on June 13, 2017, to offset a portion of this charge. Ms*** acknowledged her understanding and acceptance of our resolution We appreciate Mrand Ms***’s taking time to provide details of their experiences with our Customer Care and retail representatives. We are continually striving to improve the quality of service provided to our customersPlease be assured that we value customer feedback and that these concerns will be forwarded to the appropriate managerial staff for further review We regret any inconvenience this matter may have caused. If we can be of further assistance with this concern, Mror Ms*** can contact me by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####, ext***. I am available Monday through Friday from a.mto p.m., Central Time Sincerely, Clara CExecutive Services Analyst

June 7, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Inquiry ***, ***, *** Sprint Account xxxxx*** Sprint Case *** To Whom It
May Concern: Sprint is in receipt of the above-referenced inquiry of Ms*** ***, which was forwarded to the Executive & Regulatory Services department for review. We appreciate your bringing our customers’ concerns to our attention In the information provided, Ms*** stated that she is experiencing difficulty while attempting to use her device at her home. She states that her daughter’s device works fine at home; however, she is unable to connect to with her phone. She further stated that charges reflected on her invoice in April were much higher than usual. As a result of these issues, she is requesting assistance with resolving her device and billing concerns We regret any possible misunderstanding that may have occurred regarding these matters. We attempted to reach Ms*** on May and June 4, 2017, and again today via email and phone; however, we were not able to speak with her. We also left voicemails and mailed correspondence to her home address regarding these matters, but we have not received a response. Based on a review of our records, we determined that Ms*** has already spoken with our Customer Advocacy Team representatives regarding her concerns, and as a result, a replacement device was ordered on May 23, 2017. Further review of our records determined that the replacement device was provisioned on her account effective May 26, 2017. Additionally, payment was remitted and posted to Ms***’s account bringing her account current. Sprint is committed to protecting the privacy of our customers. In accordance with that commitment, we take measures to verify that any person contacting us about an account is authorized to discuss and/or make changes to that account. Specifically, we require that each account has a Personal Identification Number (PIN) and that the account’s PIN or security question/answer is correctly verified before we discuss account information or make any changes to the account. Therefore, should Ms*** desire additional information, she can contact us by calling the toll-free number in the following paragraph We regret any inconvenience that Ms*** may have experienced while attempting to resolve her equipment and billing concerns. Should there be any additional questions or concerns, we 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 FExecutive Services Analyst

July 26, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case *** Sprint Account XXXXX***, *** *** Sprint Case
*** To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of Ms*** ***. We appreciate you bringing this matter to our attention. According to the information provided, Ms*** stated that she requested to update her service plan to our Unlimited Freedom that includes two lines for $with lines three through five at no charge. Ms*** expressed her dissatisfaction that this plan is not available for current customers. 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 During our conversation with Ms***, we confirmed that the promotional $Unlimited Freedom plan is only available to new customers and that this information is clearly outlined in the terms of the plan. Further, we informed her that existing customers can take advantage of our Unlimited Freedom plan for $for the first line, $for the second line and $for each additional line up to lines of service. We confirmed that Ms***’s service plan has been updated to the rates available to our existing customers. We further advised Ms*** that she can get an additional credit of $per line of service if she signs up and maintains our auto pay option. Although Ms*** does not qualify for the service plan available for new customers, we offered to apply a credit to her account totaling $as a one-time courtesy. Ms*** accepted our offer and she will see these credits reflected on her next invoice. We regret any inconvenience this matter may have caused. If we may be of further assistance with this matter, we can be reached by calling the Executive & Regulatory Services department toll-free at ###-###-####, ext***. I am available Monday through Friday from a.mto p.m., Central Time Sincerely, Kala C Executive Services Analyst

July 25, 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 Mr*** ***. We appreciate your assistance in bringing our customers’ concerns to our attention. According to the information provided, Mr*** stated that in May 2017, he switched to Sprint as a result of our Switch to Sprint promotional offer which would provide a $Visa prepaid card for porting in a new line of service. Mr*** stated that he ported in three lines of service; however, he has not received the prepaid cards 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 As stated in our previous promotion, $Visa Card PoPromotion in Select Markets, customers in select markets portia new line of service and elects a Sprint lease or installment agreement, will receive a $Visa card, for up to lines. Promotion was available in Sprint Retail Stores and Dealer Exclusive locations in select markets. During our conversation with Mr***, we advised that the previously-referenced promotion was only available in specific markets and via select retail locations. Regrettably, Mr***’s area was not included in the promotional offer and his devices were our records reflect that his devices were purchased via web sales. Although we maintain that no credit is due, as a one-time courtesy, we offered to apply a credit of $to Mr***’s account in lieu of the promotional Visa prepaid cards. Mr*** accepted our offer and he will see the credit reflected on his next invoice. Please note that account credits are not applied toward equipment installment billing or lease charges. Therefore, customers should pay their equipment charges in full each month by the payment due date. We regret any misunderstanding that may have occurred. If I may be of further assistance with this matter, Mr*** can reach me by calling the Executive & Regulatory Services department toll-free at ###-###-####. I am available Monday through Friday from a.mto p.m., Central Time Sincerely, Kala C Executive Service Analyst

June 8, 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 Mr*** ***. We appreciate your assistance in bringing our customers' concerns to our attention In his inquiry, Mr*** expressed dissatisfaction with our assessing a $Early Termination Fee (ETF) to his account when he cancel a line of Sprint service. He described unfavorable customer experiences during his attempts to address that concern, and he requested that the charge be removed. We regret the circumstances that led to Mr***’s decision to terminate his noted line of service, as well as any misunderstanding that may have occurred related to the resultant ETFOur records reflect that Mr*** accepted a two-year Subscriber Agreement for the referenced line of service on November 5, 2016, in exchange for our providing an equipment accessory associated with that line at subsidized, reduced pricing. As such, he agreed to maintain the service line on a qualified rate plan for two years from that date. Because he terminated the line prior to the satisfaction of that Agreement, we assessed a prorated $ETF to his Sprint account. During our May 31, 2017, conversation with Mr***, we discussed the information outlined above. Although we were unable to identify any Sprint error in this matter, we noted that the iPhone SIM accessory associated with the ETF is not typically associated with a Subscriber Agreement. As a result, we applied credits totaling $to Mr***’s account to offset the ETF and associated taxes. We are pleased to confirm that Mr*** indicated his satisfaction with that resolution. We appreciate Mr***’s taking time to provide details of his experience with our Customer Care representatives. We are continually seeking ways to improve the quality of service provided to our customers. Mr***’s feedback is valued and has been forwarded to the appropriate management staff empowered to investigate further and make changes in this area We regret any inconvenience these matters may have caused Mr***. If we can be of further assistance with these issues, Mr*** 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

December 9, 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 are confident the issue in the complaint is resolved In the inquiry, Mr*** indicated he believes he is overcharged for products and was deceived by the sales employee when he upgraded his devices. He attempted to resolve the matter with our Customer Care department but his matter remains unresolved. He is requesting we correct his bill and make it $as he was verbally quoted. As a result, he is requesting we review the matter We reviewed Mr***’s account and confirmed he upgraded three lines of service on January 30, 2016, via our lease program. Mr*** indicated he was quoted his lease installments of $per line on the iPhone 6s devices. However, he is being assessed lease installments of $per line. We discussed the cost of his service plan and he agrees with the cost and that was disclosed at the point of sale Mr*** agreed to 18-month device leases on phone numbers ending ***, *** and ***. To reach an amicable resolution and bring closure to the matter, we applied a credit of $to his account on December 8, 2016. This is the price difference between the $he believes he was quoted and the actual $per line lease charge for 12-months. Mr*** is eligible to upgrade these lines of service as he subscribes to our iPhone Forever program. With the information in Mr***’s account, we were able to identify the representative involved in his store experience. Please be assured that this experience is not indicative of the level of service we expect from our employees. The feedback Mr*** provided will be forwarded to the appropriate management staff empowered to make changes in this area We regret any inconvenience Mr*** 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