Sprint Corporation

July 7, 2017 Revdex.comWard Parkway, Suite 401Kansas City, MO 64114 Re: Revdex.com Complaint ***, *** *** Sprint Account XXXXX*** 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. In her correspondence, Ms*** stated that in February 2017, she had her device repaired due to a crack on her screen. Ms*** stated that after receiving her repaired device back the device would not turn on. She contacted our Customer Care group and she stated that she was advised that we would provide her with a free replacement device and cancel her current lease agreementShe stated that this offer was not honored and she canceled the accountFurther, she paid the lease accelerated charges. As a result, she is requesting that we credit the balance on the account and refund the lease accelerated charges she paid in addition to providing a credit for the month of service to her new carrier Effective September 19, 2014, Sprint launched the Sprint Lease program, an option that gives qualified new and existing customers the flexibility to lease select Smartphones and Tablets for a lower monthly cost versus purchasing the device. Lease payment varies by device and a down payment may be required and varies by customer and device. With a lease option, Sprint owns the device. At the end of a lease term, you can purchase the device and own it outright, return it to us, or return it to us and upgrade to the latest device. For further information regarding Sprint Leasing please visit www.sprint.com/lease. During our discussion with Ms*** we advised her that, our records reflect that on November 15, 2015, she accepted a 24-month lease on a Galaxy Note device. Additionally, she agreed to make payments of $and she has the option to purchase the device for $or return the undamaged device at the end of the lease. We advised her that our records do not reflect an offer to release her from her current lease or provide her with a free replacement device. As a result, we must respectfully decline her request to refund the lease accelerated charges as they are valid chargesIn addition, we respectfully decline her request to compensate her for her new carriers’ charges. 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 we may be of further assistance with this matter, please contact us 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 TExecutive Services Analyst

March 3, 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 Mr*** ***, and we appreciate the opportunity to address his concerns. Based on the information provided in the inquiry, Mr*** states that he changed his plan, and that his account has been overcharged for three months. Additionally, he is disputing the $Family Locator charge on two of his phone lines. He also advises that he has made several calls to our Customer Service Department, and has not been able to resolve his concerns Therefore, he is requesting that we credit the disputed charges, correct the plan, and provide an apology During our conversation with Mr*** on February 26, 2017, we confirmed that his calling plan was updated on February 20, 2017, to reflect the price offered at the retail store when he upgraded his phones. Furthermore, we applied credits totaling $to his account to offset the two months that he was charged for the phone lines that were supposed to be free with his Unlimited Freedom plan. We informed Mr*** that the Family locator (FL) service is an aoption initiated by a customer, and it is not part of his monthly calling plan. At his request, we removed the FL service from his phones, and applied a one-time credit to offset the cost of the FL for months totaling $ We appreciate Mr*** taking time to provide details of his experience with our Customer Service Department. 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 trying to resolve his concerns. If he needs further assistance with this matter, he can reach his analyst, Linda G., by calling the Executive & Regulatory Services department toll-free at ###-###-####, ext####. She is available Monday through Friday, between 8:a.mand 3:p.m., Central Time Sincerely, Michal MExecutive 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

August 16, 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 she filed as a subscriber on the account of Mr*** ***. The inquiry was forwarded to the Executive & Regulatory Services department for review and we appreciate your bringing our customers’ concerns to our attention In the information provided, Ms*** stated that she purchased a Samsung Galaxy Note Edge in May 2015, and she indicated that the device worked without difficulty until April Ms*** noted that due to the difficulties she experienced with the battery holding a charge, she visited one of our retail stores and our technician informed her that replacing the battery may not fix the issue with her device. As a result, she is now using a device from one of the other subscribers on the account, and the device has an end of lease purchase price of $103, which she paid. Ms*** is dissatisfied with paying the end of lease price for a device that she stated is two years old, and she is requesting that Sprint reimburse her for the amount she paid to own the device We spoke with Ms*** regarding her device concerns and we mentioned that her Samsung Galaxy Note Edge that she purchased in May for the line of service ending in *** was out of warranty. Our records further reflect that the Total Equipment Protection option for the above-referenced line of service canceled in December 2016; therefore, she was not able to use insurance to obtain a replacement. We further explained that the reason she paid an end of lease purchase amount for the device is because the device is not owned by the subscriber since the agreement is a lease agreement. Therefore, any payments remitted after the lease agreement is fulfilled are month-to-month lease payments until the device is returned, until an upgrade occurs, or cancelation occurs. As a result, the $purchase amount for the device does not result in an error of billing where Sprint is required to reimburse the customer. Due to any misunderstanding that may have occurred regarding this matter, and as a gesture of goodwill, we informed Ms*** that we can apply a $credit to the account to offset one-half of the cost of the deviceShe accepted the resolution. Secondly, Ms*** inquired about the upgrade eligibility date for the line of service ending in ***, and our records reflect an upgrade eligibility date of August 1, 2017. We regret any inconvenience that Ms*** may have experienced while attempting to resolve her device concerns. Should there be any additional concerns with this matter, she can contact me 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

August 4, 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 filed with your office by Mr*** ***. We appreciate your assistance in once again bringing our customers’ concerns to our attention In his inquiry, Mr*** states that when he modified the service plan on his account for wireless line ending *** in August 2015, he was not advised that he would be billed an additional $subsidized phone chargeAs a result, he is requesting that Sprint credit his account for the disputed charges. We apologize for any inconvenience Ms*** may have experienced as a result of this issue. 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 *** have not deviated from the published information. According to our records, Mr*** modified the service plan on his account to reflect the 40GB Data Share Plan for $per month, effective August 6, By doing so, he began being billed an additional $Subsidized Phone Charge per month for his wireless line ending ***This charge is billed to customers that purchase a new device at discounted pricing under Sprint’s two year service agreement. Mr*** can find the full details of this plan, as well as all of our current plans, at ***. This is a valid charge. We apologize for any possible misunderstanding regarding the $Subsidized Phone Charge. In an effort to resolve this matter amicably, we applied credits totaling $to his account on August 4, 2016, to offset a portion of the disputed charges incurred since August 2015. Mr*** expressed his satisfaction with this resolution We appreciate Mr*** for taking the time to provide us with the details of his most recent customer service and billing experience. Please be assured that we value his feedback and have forwarded his concerns to the appropriate managerial staff We regret any inconvenience that this matter may have caused. Should Mr*** require additional assistance, he may contact Executive & Regulatory Services by calling toll-free ###-###-####, ext***. I am available Monday through Friday between a.mand p.m., Central Time Sincerely, Sean JExecutive 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 Mr*** ***. We appreciate your assistance in bringing our customers’ concerns to our attention In the information provided, Mr*** expressed his dissatisfaction with the level of customer service provided during his attempts to get his billing issue rectified, stating that he was still billed for international calls made in Canada, and he was back in Texas. Mr*** requested credit for the disputed charges We regret any frustration that Mr*** may have experienced regarding his billing concernsWe attempted to contact Mr*** via the e-mail provided, *** and by phone on April 27, May 2, and 8, 2017, to discuss his complaint in detail, but we were unable to reach him. We also mailed a letter to the address on file on May 5, 2017, asking Mr*** to contact us 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 authorized to have access to the account before we can discuss sensitive account information or make any changes to the account. 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 Tuesday, Thursday and Friday between 7:a.mand 5:p.m., Central Time Sincerely, Shola AExecutive Services Analyst

June 12, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case ***, *** D*** Sprint Account xxxxx***, *** A*** Sprint
Case *** To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of Mr*** D***, filed on behalf of account holder, Ms*** A***. We appreciate your assistance in bringing our customers’ concerns to our attention. In the information provided, Mr*** stated that he sent a letter with a recent payment and requested that a supervisor contact him. He further states that, to date, he has not received a response to his letter. As a result, Mr*** requested for a response in writing Our records reflect that MrWeibusch ported his services to another carrier on April 2, In May 2017, he contacted our Customer Care department to question a letter he stated he included with a check payment that posted to his Sprint account on May 4, 2017; however, regrettably, we have no records of the aforementioned letter During our discussion with Mr*** on June 7, 2017, he expressed his dissatisfaction with his customer service experience and with the handling of his letterWe advised Mr*** that the address for payment remittance is dedicated specifically for that. As a result, any other documents that are received at the payment address are most likely to be discardedIn effort to reach an amicable resolution to Mr***’s account concerns, we offered to apply a one-time goodwill credit of $as a demonstration of commitment to excellence to help offset the final billed balance. We are pleased to inform you that Mr*** accepted our outlined resolution offer We appreciate Mr*** taking time to provide details of his experience with our Customer Care department. We are continually striving to improve the quality of service provided to our customers. Please be assured that we value Mr***’s feedback and will utilize this input to improve our training and processes We regret any inconvenience this matter may have caused Mr***We further regret the circumstances which led to his decision to change service providers. If we can be of further assistance, Mr*** can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, extension 7512. I am available Monday through Friday between 8:a.mand 4:p.m., Central Time Sincerely, Leslie *** 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:they keep mentioning "lease agreements" and I'm talking about the early cancellation fee The lease agreements are regarding the actual phone I know I have to pay hat The early cancellation fee has to do with the service provided to the phone I am not receiving correct service as I was promised so I would like the "early termination" fee removed
Regards,
*** ***

August 14, 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. In the information provided, Mr*** stated that he recently changed providers because of coverage issues. He stated that he visited a retail store location to inquire what the payoff amounts would be to purchase two devices on his account, which he then paid. However, the payoff amount he was quoted only paid for one of the devices, not two, as he was advised by the store representative. He stated he received a bill for over $500, which he disputes. Mr*** is requesting that his account balance be credited We regret that Mr***’s experience with service in his local calling area fell short of his expectations. We constantly monitor our network for service and capacity-related issues, and work diligently to address any issues we identify or are brought to our attention by our customers. With respect, we would note that the nature of wireless signal precludes any carrier from providing seamless coverage. Sprint has made no warranty or guarantee of the same. Estimating wireless coverage, signal strength, and service speed is not an exact scienceThere 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. Effective September 19, 2014, Sprint launched the Sprint Lease program, an industry-first option that gives qualified new and existing customers the flexibility to lease select Smartphones and Tablets for a lower monthly cost versus purchasing the device. Lease payment varies by device and a down payment may be required and varies by customer and device. With a lease option, Sprint owns the device. At the end of a lease term, you can purchase the device and own it outright, return it to us, or return it to us and upgrade to the latest device. For further information regarding Sprint Leasing please visit www.sprint.com/lease. Our research shows that upon activation, Mr*** was provided with a clear disclosure of his equipment purchase and all other applicable fees and charges. Furthermore, we were able to locate signed copies of his lease agreement which includes a description of the charges in question. Based on our review, we were unable to identify any miscommunication regarding the terms of lease agreement Our records reflect that Mr*** cancelled his account on May 24, 2017, and paid $for the installment billing accelerated cancellation charges for the number ending in *** and $for the lease device purchase price for the number ending in ***. In addition, Mr***’s account was assessed lease cancelation fees in the amount of $for the number ending in ***, making his account balance $ We spoke to Mr*** on August 9, 2017, and provided him with the above-referenced information. He stated that he was not informed of the lease cancellation fees. In an effort to reach an amicable resolution, as a gesture of goodwill, we offered and Mr*** accepted a courtesy account credit of $509.14. The account is closed and now reflects a zero balance. Mr*** stated he considers the issue resolved to his satisfaction We appreciate Mr*** for taking the time to provide us with the details of his experience with our Retail Store representatives. We are continually striving to improve the quality of service provided to our customers. Please be assured that we value his feedback and have forwarded it to the appropriate management for review and will utilize his input to improve our training and processes. We regret any inconvenience this matter may have caused Mr***. If I can be of further assistance with this matter, Mr*** can reach me by calling the Executive & Regulatory Services department at our toll-free number, ###-###-####, extension ***. I am available Monday through Friday, between 9:a.mand 5:p.mCentral Time Sincerely, Sharon RExecutive Services Analyst

Tell us why hereJuly 20, 2017 Revdex.comWard Parkway, Suite 401Kansas City, MO 64114 Re: Revdex.com Case ***-Rebuttal, *** *** Sprint Account xxxxx*** Sprint Case *** To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of Mr*** ***. We appreciate your assistance in bringing our customers’ concerns to our attention and regret the circumstances that led to Mr***’s contacting your office once again. In his rebuttal, Mr*** reiterated that he believes his Google Nexus device is compatible with Sprint’s network. He further requested that Sprint provide him with months of free service due to his unfavorable experience with us. We regret any possible misunderstanding that may have occurred regarding the compatibility of Mr***’s Google Nexus device. Sprint offers Bring Your Own Device (BYOD) options for its customers; however, our BYOD program is specific to eligible devices at this time. Our eligible device lineup and details associated with our BYOD program are located online at www.sprint.com/en/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 timeSprint works carefully with device manufacturers to optimize Sprint devices for the Sprint network, systems and software choices to ensure the best possible wireless experience. Our July 5, 2017, response included the Sprint SIM Card and SKU number required to activate his Google Nexus 5X. Mr***’s continued request for compensation was forwarded to Sprint’s Executive & Regulatory Services management team for further review. Please be advised that we were unable to identify any error on the part of Sprint regarding our BYOD program and it is contrary to Sprint’s Terms and Conditions of Service to provide compensation for a customer’s frustration. In addition, Mr*** does not meet the eligibility requirements for our Year Free Unlimited promotional offer, and as such, we must respectfully decline his request for months of free service. Although he may disagree with our findings, we are confident that his concerns have been fully addressed, and consequently, all further inquiries regarding this matter will be met with the same response. If Mr*** has additional questions or needs further assistance regarding our BYOD program, he can contact me directly by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext***. I am available Monday, Tuesday, Wednesday and Friday between a.mand p.m., Central Time Sincerely, Linda W.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: I spoke with Minnie on the phone a couple weeks ago, and told her how unsatisfied I was with Sprint, and the way my issue was handled. I told Minnie that they should honor what was offered to me, even if it was a mistake on their end. I didn't just make one payment, but two for the amount around $170. Then, after different billing cycles I had to fight to get my old plan back, and I am not sure why even though the reps I spoke with told me that it was a mistake on their end. For the time I had to put into this, I feel that is only fair.
Regards,
*** ***

June 9, 2017*** *** Revdex.comWard Parkway, Suite 401Kansas City, MO 64114Re: Revdex.com Case *** Complaint of *** *** Sprint Case *** Dear Mr***: Sprint is in receipt of the
above-referenced complaint of Ms*** ***, regarding Sprint account XXXXX ***. We appreciate your assistance in bringing our customers’ concerns to our attention. In her inquiry, Ms*** expressed her dissatisfaction with the level of customer service provided by our representatives during her attempts to clarify the status of two lines on her Sprint account. Ms*** states that she upgraded to a Note in January of and on April 30, a new line was added to her account and a lease agreement was accepted without her authorization.We appreciate Ms***’s taking the time to provide us with the details of her experience with our Customer Care representatives. Please be assured that we value customer feedback and that her concerns have been forwarded to the appropriate managerial staff for further review.We regret any miscommunication that may have occurred regarding the lines of service and equipment on her Sprint accountWe verified that Ms*** did upgrade her phone ###-###-#### to a Note on January 3, 2015, and added two tablets at that timeHer Note became defective, which prompted her visit to the store on April 30, Ms*** did not have Total Equipment Protection and was not upgrade eligible at that time for phone ###-###-####Ms*** opened a new line, ###-###-####, with a Note device then swapped the Note to her existing phone ###-###-#### and the defective Note onto the new phone ###-###-####The Note lease remained on her new phone line ###-###-#### and the Note installment agreement remained on phone ###-###-####However, due to any miscommunication that may have occurred and to demonstrate our commitment to excellence, we placed the lease for the Note on phone ###-###-#### and cancelled the new phone ###-###-####, effective June 2, We also removed the monthly reoccurring charges from January until today June 2, 2017. We are pleased that we were able to resolve these concerns to Ms***’s satisfaction. If we can be of further assistance regarding these matters, you or Ms*** can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, extension ***. I am generally available Monday through Friday between 7:a.mand 4:p.m., Central Time. Sincerely,Dianah A.Executive Services Analyst

March 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 complaint of Ms*** ***We appreciate your bringing our customers’ concerns to our attention
In her inquiry, Ms*** described unfavorable customer experiences during her attempts to setup a payment arrangement, stating that her service was interrupted after she made a payment arrangement, and that she was provided with conflicting information regarding the amount that was required in order to keep her service activeShe expressed further dissatisfaction that she did not receive a return call from a manager after she escalated her concernsShe requested that we investigate the matter as well as her referenced concerns
We regret any inconvenience that may have caused Ms*** to contact your agencyAs stated in our Terms and Conditions of Service, payment is due as stated on the customer’s billWe realize that situations may arise that prevent customers from making the required payment by their due date and we can assist with payment arrangements if available; however, not all payment arrangement requests can be honored
Although our attempt to speak with Ms*** verbally was unsuccessful on February 26, 2018, she contacted us via return e-mail on March 5, 2018, stating that she does not require any further assistance from our office but is considering changing wireless providers due to her dissatisfaction with her previous Customer Care interactions
Sprint is committed to protecting the privacy of our customersIn 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 accountSpecifically, we require that each account has a 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 accountAs such, we must first speak with Ms*** and have her provide the aforementioned security information before we can discuss the account or assist with the concerns raised in her inquiry
We appreciate Ms*** taking time to provide details of her recent experiencesWe are continually striving to improve the quality of service provided to our customersPlease be assured that we value customer feedback and will utilize this input to improve our training and processes
We encourage Ms*** to contact us regarding any concerns she may continue to haveIf we can be of further assistance regarding these matters, she can contact me by calling our Executive & Regulatory Services department toll-free at 1-844-282-8211, extension ***I am available Monday through Friday between 9:a.mand 5:p.m., Central Time
Sincerely,
Tiffany G
Executive Services Analyst

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

April 24, 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 *** ***. We appreciate your assistance in bringing our customers’ concerns to our attention According to the information received, Ms*** stated that she was misinformed regarding the charges assessed to her account and remained dissatisfied with Sprint’s response to her inquiry. She stated that she was being billed higher than quoted at the original point of sale and did not receive promised promotional credits for porting in and for her device leaseAs a result, Ms*** requested that Sprint review this matter and adjust her account accordingly We have built a solid reputation on honest business practices, and it is not our intention to mislead or confuse our customers with regard to the services we are able to provide. In our effort to provide clear communication about 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. With respect, we would note that any invoice balance estimate provided by Sprint would not constitute a promise of future invoice balances. Changes to taxes, service plan selections including the addition of a device Lease or Installment billing option, additional purchases or subscriptions, could result in invoice balance changes. After completing a thorough additional review of Ms***’s Sprint account for services and equipment, we are unable to substantiate any billing errors. The service and equipment have billed accurately based on the plan and devices selected at the point of sale We spoke with Ms*** on April 23, 2018, and discussed this with herAlthough we find no errors, we have forwarded her concerns to the local retail management team for further review of the initial sales transaction and she has confirmed that the retail management team is in contact with her in order to further discuss her concerns We regret any inconvenience that these matters may have caused Ms***. If we can be of further assistance, she can contact me at the Executive & Regulatory Services department toll-free at 1-844-282-8211, Extension ***. I am available Monday through Friday, between 7:a.mand 3:p.m., Central Time Sincerely, John CExecutive Services Analyst

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

August 11, 2017 Revdex.comWard Parkway, Suite 401Kansas City, MO 64114 Re: Revdex.com Complaint ***, *** *** 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*** stated that she upgraded her devices in May 2017, and she was advised that she was eligible to receive two free accessoriesShe stated that she accepted the accessories, however; when she received her invoice she realized she was being billed a monthly installment payment for the accessories. As a result, she is requesting that we honor the offer she received at the point of sale and cancel the installment billing agreement for the accessories, apply a credit for any payments that she has made on the accessories and a $account credit 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 Upon upgrading her devices, Ms*** was provided with a clear disclosure of her equipment purchase and all other applicable fees and charges. Furthermore, we were able to locate signed copies of her electronic service agreement and Installment Billing Agreement which includes a description of the charges in question. Based 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 the upgrade of her devices. Our records reflect that on July 25, 2017, Ms*** spoke to one of our Customer Care representatives and we agreed to cancel the installment agreement for associated to the accessories. Further, credits totaling $were applied to her account to offset the installment billing agreement balance for the accessories. We attempted to contact Ms*** at the telephone number provided in her inquiry on August 1, 7, and 9, 2017, and mailed a letter to the address on file, however; we have not received a response to our contact attempts. We regret any misunderstanding that may have occurred. If Ms***’s concerns remain unresolved, 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

April 4, 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 filed with your office by Mr*** ***. We appreciate your assistance in bringing our customers’ concerns to our attention. In the complaint, Mr*** indicated his credit card was charged $on March 21, 2017. He contacted customer service about the charge and it was explained his balance is for unreturned devices and his service plan cost. Mr*** indicated he returned his devices to a store on February 27, 2017, and he has the receipt. As a result, he is requesting we review this matter. We reviewed Mr***’ account and confirmed he had two lines of service with leased devices. He was under a month lease and ported his two lines of service to another provider on February 27, 2017. As a result, this canceled his account and he was assessed End of Lease (EOL) charges until the devices were received in our warehouse. His credit card was charged $on March 21, 2017, as Mr***’ account was set up on automatic recurring payments. On March 22, 2017, the EOL fees were credited to his account. Further review of his service plan reflects Mr*** began a new billing cycle on February 26, 2017, and was through March 25, 2017. 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 the service plan. Although Mr*** elected not to utilize the service following his cancellation request, the service was available to him, and the full monthly service charge is valid. We regret that this may not have been explained to Mr***; however, this information is provided in our Terms and Conditions of Services As a gesture of goodwill, we agreed to prorate Mr***’ service plan for the two days his service was active in his new billing cycle. As a result, Mr*** will receive a refund back to his credit card for $532.21. Please be advised banks normally post the transaction to the customer’s account within five business days. However, some institutions such as credit unions and smaller banks may take longer. Mr*** should follow up with his bank if does not receive his refund within five business days. We regret any inconvenience Mr*** may have experienced and are confident his account concerns have been addressed and resolved. If Mr*** has additional concerns, he can contact me by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####, extension ***. I am available Monday through Friday between 8:a.mand 4:p.m., Central ***eSincerely Ann HExecutive 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,
*** ***

April 4, 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 *** ***. We appreciate your assistance in bringing our customers’ concerns to our attention According to the information provided Ms*** ***, an authorized user on this account, stated that she purchased and subsequently returned equipment during Sprint’s Satisfaction Guarantee return periodMs*** expressed her dissatisfaction with being billed for the devices after cancelling the account and returning the devices during Sprint’s Satisfaction Guarantee period. Ms*** requested that Sprint review this matter and adjust the account accordingly Sprint is committed to providing world-class customer service, and we stand behind our commitment with a 14-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 Sprint has spoken with Ms*** and discussed her concernsBased on our findings, we have verified that Ms*** cancelled the Sprint account and returned the devices within Sprint’s Satisfaction Guarantee return periodBased on this, a credit was applied to the account to offset all billed device charges, leaving the account closed with a balance to zeroMs*** verified satisfaction with the resolution her issue We regret any inconvenience that this matter may have caused Ms***. If I can be of further assistance, she 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