Sprint Corporation

December 29, 2017 Revdex.comWard Parkway, Suite 401Kansas City, MO 64114 Re: Revdex.com File ***-Rebuttal, Andrea D*** Sprint Account XXXXX Sprint Case *** To Whom It May Concern: Sprint is in receipt of the above-referenced rebuttal of MsAndrea D***. We appreciate your assistance in bringing our customers’ concerns to our attention. In her rebuttal, MsD*** stated that she has connectivity issues on her three devices. As a result, MsD*** requested that we contact her to cancel her three lines of service and compensate her for any amount she has been overcharged. We regret that our network in MsD***’s referenced areas may not have met her wireless communication needs or expectations. Our records reflect that our network in those areas is performing as designed, with no recent outages or issues that would lead to the concerns outlined in MsD***’s inquiry. However, as outlined in our Terms and Conditions of Service, we cannot guarantee coverage in any location at all times, and the level of network coverage and data speeds can be affected by various factors within or outside our control. Our technical teams are continually monitoring our network and strive to reduce any negative impact to our customers. We reviewed MsD***’s charges. Upon our review of her charges, we did not find a Sprint billing error; therefore, we determined that no credit is warranted. We spoke with MsD*** on December 27, 2017, and she stated that she had connectivity issues everywhere. We advised her that her experience is normally tied to a device-related issue, encouraged her to have her devices tested at our one of our service and repair centers. However, she stated that her devices had already been tested. Upon our review of her account records, we were unable to verify that the account devices have recently been tested. However, in an effort to address MsD***’s connectivity concerns, we opened a network ticket and advised MsD*** that she will be contacted by one of technical team members. We attempted to reach MsD*** again by telephone and e-mail on December 29, 2017; unfortunately, we were unable to reach her. We will follow up with MsD*** after our technical team investigates her aforementioned issues and closes her network ticket. We regret any inconvenience this issue may have caused MsD***. If we can be of further assistance with this concern, she can contact me directly by calling our Executive & Regulatory Services department toll-free at 1-844-282-8211, ext***. I am available Monday through Friday between 7:a.mand 3:p.m., Central Time Sincerely, Minnie SExecutive 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
The only part of the statement I disagree with is: Ms*** visited a Sprint retailer and agreed to installment payments toward the purchase of a new device through the Sprint Easy Pay programOn that day, Ms*** agreed to a month installment payment of $toward the purchase of an iPhone deviceMs*** cancelled her line of service on November 5, 2014, and the account was assessed valid equipment installment charges totaling $Based on the information outlined above, we are unable to identify any error on the part of Sprint in this billing matter.The sales person never told me I would be paying this amount stated above, and I did ask if there would be any hidden cost. The sales person said, "no" I would only have to pay the $in store and then receive a bill on my statement for $36.I am thankful they have cancelled the bill, and thank you Revdex.com for helping me with this matter
Sincerely, *** ***

March 21, 2017 Kansas City Revdex.com Ward Parkway Kansas City, MO
*** Re: Revdex.com File #***, *** *** Sprint Account: XXXXX*** Sprint Case # *** To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of *** *** submitted on March 3, 2017. We appreciate your assistance in bringing our customer’s concerns to our attention Mr***’s filing expressed his dissatisfaction with the cost of his monthly recurring charges increasing by $per month, after he upgraded the devices associated with phone lines ending in *** and ***. Furthermore, Mr*** expressed his dissatisfaction with receiving inaccurate information regarding the Activation Fees that was assessed to his account, upon the completion of his device upgrades. Mr*** requested that Sprint review these matters and adjust his account accordingly Sprint has reviewed Mr***’s complaint. We spoke with Mr*** on March 7, 2017, to further discuss his concerns. During that conversation, we advised Mr*** that we would investigate his concerns and follwith him accordingly 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 pricingAccording to our records, on January 12, 2017, Mr*** upgraded the devices associated with phone lines ending in *** and ***At that time, he purchased two iPhone devices via Sprint’s Leasing program. Please note 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/leasePlease note that Sprint implemented the Activation and Upgrade Fees to offset the operating costs associated with our services. These fees are applicable for the activation of new or used devices on a new or existing line of service. Since our establishment, it has been our objective to provide affordable, quality service suitable for everyday use. The implementation of these fees is not intended to compromise that objective. We initiated these one-time fees rather than incorporating higher costs into our monthly service charges in order to be more cost-effective for our customers Our records indicate that the his monthly rate totals $per month, which includes monthly service charges, monthly lease charges, excluding taxes, fees and SurchargesAs a result, we are unable to identify any billing errorsFurthermore, our records indicate that a credit of $was applied to his account on March 17, 2017, to offset the Activations FeesThis credit will appear on the March billing statementIn an effort to ensure that Mr***’s account concerns were successfully resolved, we spoke with him on March 20, 2017, to relay the above information and resolution to him. Additionally, we advised him that we are unable to identify any billing errorsMr*** acknowledged the information provided to himShould Mr*** have any additional questions or concerns regarding these matters discussed herein, we encourage him to contact the undersigned directly at the phone number noted below at his earliest convenienceWe appreciate Mr*** taking time to provide details of his experience with Sprint. We are continually striving to improve the quality of service provided to our customers. Please be assured that we value Mr*** and that his concerns will be forwarded to the appropriate managerial staff for further review We regret any inconvenience Mr*** may have experienced while attempting to resolve this matter. If we can be of further assistance with this issue, Mr*** can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext***. I am available Monday through Friday between 7:a.mand 4:p.m., Eastern Time Sincerely, /s/ Catherine *** Catherine *** Executive & Regulatory Services Analyst

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

[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,
*** ***

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: Sprint is in receipt of the above referenced subsequent inquiry of Ms*** ***. We appreciate your assistance in bringing our customers’ concerns to our attention. We regret that she has contacted your office once more citing dissatisfaction with our prior response. In Ms***’s rebuttal, she stated that she does not agree with our response stating that we provided good coverage in her area. Additionally, she stated that she was not satisfied with the billing on her account and that we failed to explain why her balance fluctuatedFurther, she stated that she setup a payment arrangement for $and instead $was withdrawn from her checking accountAs a result, Ms*** is not satisfied with our previous responses We regret that Ms***’s experience with service in her local calling area fell short of her expectations. Sprint has reviewed Ms***’s complaint and notes that, our Engineering department investigated her coverage concerns and confirmed that Sprint provides “good” coverage in the referenced area. Customers should expect good service outdoors and may experience good service indoors. In good coverage small pockets of poor service may occur based on obstructions, foliage, and terrain. Indoor coverage may be available in certain locations in a building. Additionally, our records reflect that her subscription had substantial usage each month. Please note as outlined in our Terms and Conditions of Services, the coverage and quality of services 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. 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. Further, Ms*** canceled her account prior to us being able to further troubleshoot her service coverage concerns, therefore we are unable to provide her with any additional information regarding her specific coverage claim. During our conversation with Ms***, we apologized for any inconvenience she may have experienced as a result of this issue. Further, she informed us that she ported her phone numbers to a new carrier. We confirmed that she subscribed to our percent Simple Choice plan for $a month for the primary subscription and $a month for the second subscriptionShe also subscribed to our Total Equipment Protection for $a month on each subscriptionAdditionally, she was receiving our BOGO promotion and was receiving a $credit each month to offset the cost of one of the devices. We advised her that her invoices should be approximately $a month before taxes and surchargesAdditionally, we advised her that we did not identify any billing errors Additionally, Ms*** stated that an unauthorized payment for $was withdrawn from her checking account on May 6, 2017. We informed her that our records reflect that a payment arrangement was setup on May 1, 2017, for $to be processed on May 6, 2017. We initiated a refund and the payment was reversed on May 8, We appreciate Ms***’s taking the time to provide us with the details of her customer service experience. We regret that the level of service she received was not indicative of the world-class service we strive to provide. The feedback she provided has been forwarded to the appropriate management staff for further review. While it is our goal to arrive at an amicable resolution to all of our customers’ concerns, we regret that we have been unable to do so in this case. Although we have previously discussed the reasons supporting our response with Ms*** in detail, it is apparent that she will continue to consider the resolution to this matter unsatisfactory. Consequently, all further inquiries regarding this matter will be met with the same response. 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, *** TExecutive Services Analyst

August 30,
Revdex.com
Ward Parkway, Suite
Kansas City, MO
Re: Revdex.com Case ***, *** ***
Sprint Case: ***
To Whom It May Concern:
Sprint is in receipt of the above-referenced complaintWe appreciate your assistance in bringing our customers’ concern to our attention
According to her rebuttal, Ms*** stated that she stated she did not agree with our initial response to her complaintMs*** further stated that she is willing to pay the $160, Lease Device Purchase cancellation fee charges on her four lines of serviceHowever, she requests for Sprint to waive the Lease Accelerated charge fee assessed towards her account balance for each line of service
As per our initial response, we regret that the coverage in Ms***’s service area may have fallen short of her expectationsWe 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 customersBased on our research, our records reflect that Ms*** was being impacted by network impairments, and we expected that her service levels would have improved and return to once the upgrades were completed
We spoke with Ms*** on August 30, 2017, to further discuss her account concernsAlthough no billing errors were confirmed; in an effort to reach an amicable resolution, we offered and she accepted a one-time account credit of $640, plus tax to credit the end of lease Purchase Option Price reflected on her June invoice for each of her phone numberAs a result, her account is closed and reflects a balance due of $Further, Ms*** has agreed to contact the third-party collections agency, RPM, for negotiation of the remaining account balanceThey can be reached at ###-###-####
We regret any inconvenience this matter 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 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

March 31, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Complaint ID *** Sprint Account XXXXX***, *** *** Sprint Case *** To Whom It May Concern: Sprint is in receipt of the rebuttal complaint of Ms*** ***. We appreciate your assistance in bringing our customers’ concerns to our attention once more. Based on the information received from Ms***, she states that she has had an unfavorable customer experience while attempting to address receiving inadequate service on her Sprint device while on networkShe states that she experiences dropped calls, failed text messages, and is unable to successfully use the webMs*** is requesting credit for every dropped call, failed text message, and her inability to connect to the web Sprint regrets that Ms*** is experiencing service issuesSprint monitors its network consistently to ensure customers have an optimal wireless experienceWhen the experience falls below our and our customers’ expectations, we take notice and take actionWe spoke with Ms*** on March 28, 2017, in regard to her disputeWe explained that we would like to engage our network engineers for further investigation of service concerns so that the issue can be rectified; however, account XXXXX*** has been suspended for non payment since February 21, They were previously engaged to investigate and report findings, but the services were interrupted before action could be takenWe informed Ms*** that in order to move forward with next steps in regard to her network concerns the account would have to be brought current and services resumedUnfortunately, Ms*** declined to make a payment to restore servicesShould Ms*** like to discuss this matter further, we invite her to contact our office at her earliest opportunity. We appreciate Ms*** for taking the time to provide us with details of her recent customer service experience. 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 processesIf I may be of further assistance regarding this matter, I can be reached by calling our Executive & Regulatory Services department toll-free at ###-###-####, extension ####I am available Monday, Tuesday, Wednesday, and Friday between 8:a.mand 5:p.m., Central Time Sincerely, LaToya *** Executive Services Analyst

September 1, 2017 Revdex.comWard Parkway, Suite 401Kansas City, MO 64114 Re: Revdex.com File *** Sprint Account XXXXX***, Cynthia *** Sprint Case *** To
Whom It May Concern: Sprint is in receipt of the above inquiry of MsCynthia ***. We appreciate your assistance in bringing our customer concerns to our attention. According to the information provided in Ms***’s complaint, she canceled her service and returned two leased devices; however, her account has not yet been adjusted for the device returns. As a result, Ms*** is requesting that immediate credit be applied to her account. We contacted Ms*** and discussed her dispute in detail. She indicated that this issue was resolved on August 18, 2017, after she contacted our customer service department. We determined that credits totaling $were applied to Ms***’s account for the device returns, and we confirmed that Ms***’s account is now in final status with a zero balance. We regret any inconvenience this matter may have caused Ms***. If she has any further questions regarding this matter, I can be reached by calling our Executive & Regulatory Services department toll-free at ###-###-####, extension ***. I am available Monday through Friday from 7:a.mto 3:p.m., Central Time. Sincerely, April *** ***Executive 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

April 5,
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 submitted on behalf of account holder, Mr*** ***, and forwarded to the Executive & Regulatory Services department for reviewWe appreciate your bringing our customers’ concerns to our attention
In the information provided, Ms*** states that she requested the Total Equipment Protection option for her son’s device for the line of service ending in ***However, she states that without her knowledge the insurance option was canceled on the above-referenced line of service in August Ms*** indicates that she has not been able to obtain a valid reason for the cancelation of the Total Equipment Protection option, and further, she needs to use the insurance; however, it is no longer availableAs a result, she is requesting assistance with this issue
We regret any misunderstanding that may have occurred regarding this matterBased on a review of our records, we determined that the Total Equipment Protection option was canceled on August 20, 2015, when Ms*** called to activate a replacement Samsung Galaxy Sdevice on the line of service ending in ***We further informed her that due to the transaction taking place more than days prior, we are unable to obtain the Customer Care call for reviewMs*** acknowledges that a claim was filed for a replacement device in August 2015, but she denies that she requested that the Total Equipment Protection option be canceledTherefore, to resolve this matter amicably, we ordered a replacement Samsung Galaxy SGB device via our advanced exchange process at an $charge including taxes, surcharges and fees, which is the difference in the $cost of the device and the $credit including taxes, surcharges and fees, that was applied to Mr***’s account on March Ms*** agreed to add the Total Equipment Protection option going forwardAdditionally, a UPS tracking label has been emailed to Ms*** to facilitate the return of the existing Samsung Galaxy Sat no additional costShould the device not be returned, the account will be subject to a Non-Return device fee up to $
We regret any inconvenience that Ms*** may have experienced, and we appreciate having had the opportunity to assistShould there be any additional questions or concerns, I can be reached by calling the Executive & Regulatory Services department toll-free at
###-###-####, ext***I am available Tuesday through Saturday after 1:p.m., Central Time
Sincerely,
Jasmine ***
Executive Services Analyst
/bf

---------- Forwarded message ----------From: *** ***Date: Wed, Aug 3, at 2:PMSubject: Re: You have a new message from the Revdex.com of Greater Kansas City in regards to your complaint #***.To: Revdex.com
The matter has been resolved. Thank you for your help

August 15, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File ***-Rebuttal, *** *** Sprint Account XXXXX*** Sprint Case *** To Whom It May Concern: Sprint is in receipt of the above-referenced rebuttal of Mr*** ***. We appreciate your assistance in once again bringing our customers’ concerns to our attention. In his rebuttal, Mr*** acknowledged that his previously-reported Sprint billing concerns were satisfactorily resolved but advised that the matter is still reflected on his credit reporting We regret any delay in updating negative information reflected on Mr***’s credit report related to his previous past-due Sprint account balance. As outlined in our July 21, 2017, Mr***’s Sprint account was closed with an outstanding past-due balance of $on February 7, 2017, 2016, and information related that past-due account balance was referred to an outside agency for collection on December 10, 2016. Based on additional Mr*** provided during our July 19, 2017, conversation with him, we applied credits totaling $to his account to offset disputed charges in full and processed a refund of the resultant $credit balance on July 24, 2017. In addition, we contacted the third-party collections agency assigned to his account and requested that further collection efforts on the account be discontinued. The outside collections agency will then update the credit bureaus to remove any negative reporting regarding this issueMr*** should please allow up to days for completion of that process We followed up with Mr*** on August 14, 2017, and explained the information outlined above. Mr*** confirmed that he is no longer being contacted by any outside collections agency but advised that he is concerned about possible negative reporting. He will review his credit report and let us know if he has further concerns We regret any inconvenience this matter may have caused Mr***. If we can be of further assistance with this issue, he can contact me by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####, extension ***. I am available Monday through Friday from 7:a.mto 3:p.m., Central Time Sincerely, Katherine DExecutive 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

Tell us why here September 26, 2017 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 August 31, We appreciate your assistance in bringing our customers’ concerns to our attention. In Ms***’s filing, she expressed her dissatisfaction with the remaining charges due in association with her Lease Agreement. Ms*** stated that she elected to keep her device and continue to pay the month-to-month lease charges for her device totaling $160. However, when she attempted to upgrade her device she was informed that her month-to-month lease payments does not apply toward the purchase of her device and she was required to tuher device upon the completion of her device upgradeMs*** requested that Sprint review these matters and apply an adjustment to her account to accordingly Sprint has reviewed Ms***’s complaint. Our records indicate on December 10, 2014, Ms*** activated an IPhone device associated with phone line ending in *** via Sprint’s 24-Month Leasing programPlease note effective on September 19, 2014, Sprint launched the Sprint Lease program, which gives qualified new and existing customers the flexibility to lease select Smartphones and Tablets for a lower monthly cost versus purchasing the device. Lease payment varies by device and a down payment may be required and varies by customer and device. With a lease option, Sprint owns the device. At the end of a lease term, you can purchase the device and own it outright, return it to us, or return it to us and upgrade to the latest device. More information regarding the Lease program is available at our website, www.sprint.com/lease We note that Ms*** completed the terms of her lease payments in association with her 24-Month Lease Agreement on December 24, Due to Ms*** not satisfying the Lease Device Purchase Amount option, her lease was converted to month-to-month payments of $per month as indicated on her January through August billing statementsPlease be advised that the month-to-month lease option does not count toward the Purchase Price of the device. Our records further indicate that Ms*** visited a third-party retail store location on August 27, 2017. During this sales transaction, she upgraded the device associated with phone number ending in *** to an IPhone Plus device via Sprint’s 18-Month Lease programAs a result, her original Lease Agreement associated with her IPhone device was cancelled and her account was systemically assessed the Lease Device Non-Return Fee as indicated on her September 8, 2017, billing statement. At that time, she turnher noted device at the third-party retail store location in exchange for the waiver of the aforementioned charge In an effort to ensure that Sprint have satisfactorily resolved Ms***’s account concern, we attempted to contact her via phone and email on September 8, and of We also mailed a letter to the address on file on September 14, 2017, advising her our receipt of her complaint and the need to speak with her directlyUnfortunately, we have not received a response from Ms***Therefore, we continued with our contact efforts to Ms*** on September 18, and of 2017, without successWe look forward to speaking with Ms*** and encourage her to contact us regarding any concerns she may continue to have with her accountMs*** should have her PIN and security information available when she contacts the undersigned. 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

[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: There have or attempts to discuss my complaint, but the root of my complaint has not been resolved. I was not told nor did I sign anything or see anything that stated this plan was only good for year of a year contract. Sprints response was that I was given the information, it was online, in pamplets, and made to sound as it was just peppered everywhere. EXCEPT at the point of sale, and they could not produce any receipt/acknowledgement that I had signed to accept those terms. The manager that wouldn't talk with me, played dumb and said he was unaware. Regardless, I see how Sprint is going with this. There has been one stall tactic after another in hopes that the complaint will just go away. I realize any more contact with them is more of a waste of my time. They will email and leave messages until the cows come home, but they aren't interested in taking responsibility for their deceptive and flawed business practices. This was definitely a bait and switch sales strategy, and smiling all the while they did it. Never trust Sprint Services or Executive resolution offices, or whatever they're called They re only half truthful. You can ask all the right questions, but reality is that if the sales person wants a sale, he can tell you whatever he thinks you want to hear and get away with it under the Sprint umbrella. Even though I'm saying this hasn't been resolved, I want it to be closed and to reflect the outcome of the deceptive sales practices of SPRINT
Regards,
*** ***

Tell us why here...September 8,
Kansas City Revdex.com
Ward Pkwy, Suite
Kansas City, MO
Re: Revdex.com Case ***, Rochelle ***
Sprint Account xxxxx***
Sprint Case ***
To Whom It May Concern:
Sprint is in receipt of the
above-referenced complaint of MsRochelle *** received on August 21, We appreciate your assistance in bringing our customer’s concerns to our attention
In Ms***’s filing, she added a fifth phone line ending in *** on July 13, 2017, and the monthly fee should be $per monthHowever, she stated that her billing statement reflected a $monthly fee for phone line ending in ***Ms*** advised that she contacted our Customer Care team to address her concern without success
According to our records, on July 217, Ms*** activated phone line ending in *** via Sprint’s Monthly Installment billing program on the Unlimited Freedom plan for $per month as reflected on the July billing statementPlease note, the other phone lines on Ms***’s account are on the Unlimited Freedom shared plan for $for the primary line, $for second phone line and $for phone lines three through tenIn addition, Ms*** receives a $discount per phone line
To resolve this mater, on July 15, 2017, our Customer Care team charged the service plan on phone line ending in *** from the Unlimited freedom plan to the Unlimited Freedom shared plan for $per month effective July 23, We contacted Ms*** on September 5, 2017, and confirmed the service plan on phone line ending in *** was correctedIn addition, we applied a credit of $to offset the monthly recurring charges associated with phone line ending in *** reflected on the July billing statement
We appreciate Ms*** for taking the time to provide us with the details of her experience with our Customer Care group and our retail locationWe are continually seeking ways to improve the quality of service provided to our customersPlease be assured that we value Ms*** as a customer and have forwarded her feedback to the appropriate managerial staff for further review
We regret any inconvenience that Ms*** may have experienced while attempting to resolve this matterIf Ms*** has any questions concerning the issues discussed herein, she can contact me by calling the Executive & Regulatory Services department toll-free ###-###-####I am available Monday through Friday between the hours of a.mand p.m., Eastern Time
Sincerely,
Cheryl S
Executive & Regulatory Analyst

April 18,
Revdex.com
Ward Parkway, Suite
Kansas City, MO
Re: Revdex.com Case 11254655, *** ***
Sprint Account xxxxx
Sprint Case
To Whom It May Concern:
Sprint is in receipt of the above-referenced inquiry of Ms***
***We appreciate your assistance in bringing our customers’ concerns to our attention
In the information provided, Ms*** expressed her dissatisfaction with the level of customer service provided by our representatives and escalations teams during her attempts to address unresolved billing concerns, citing that her monthly Sprint billing exceeds what was quoted to her when she established services in April but that we have not explained why or corrected her billing as previously committedShe requested that we correct her billing to the amount originally quoted to her and provide a refund of monies remitted to keep her service from being interrupted and compensation
We appreciate Ms***’s providing details of her experience with our Customer Care and corporate escalations teamsWe are continually striving to improve the level of service provided by our employeesPlease be assured that we value customer feedback and that this information has been forwarded to the appropriate management teams for further review
We regret any possible misunderstanding that may have occurred regarding Ms***’s Sprint charges, as well as any delay in bringing that matter to resolutionOur records reflect that Ms*** established her services with us on April 3, 2015, with our 20GB Data Shared rate plan but that she subsequently updated her rate plan to our Data Shared Unlimited plan on October 12, We are unable to identify any error on the part of Sprint related to her billing based on her service and device options
Our records further reflect that Ms*** spoke with representatives of a specialized escalations team on November 9, 2015, to dispute her invoiced chargesRepresentatives of that team explained her billing in detail and applied credits totaling $2,to her account to offset returned equipment credits leaving a balance due of $We regret any misunderstanding Ms*** may have experienced with the information provided to her in November
Ms*** again contacted representatives of the above-noted team to dispute her monthly billing on multiple occasions between April and April 14, During those interactions, we again explained Ms***’s billing to her, including her rate plan, equipment lease agreements, Total Equipment Protection device insurance options and applicable taxes, and surcharges, which total around $a month for her lines of serviceOnce again, although we identified no error in billing on Ms***’s account, we offered to credit her account an amount equivalent to the difference between her correct billing and Ms***’s requested monthly charges for six monthsOur records reflect that Ms*** declined that offer
While we regret that Ms*** may not be satisfied with the referenced resolution offer detailed above, we believe that her reported concerns have been fully addressedAs such, if Ms*** would like to reconsider her position and accept our above-noted offer, or if she would like to provide additional information for our review, we invite her to contact me directly by calling our Executive & Regulatory Services department toll-free at ***, ext***I am available Monday through Wednesday and Friday between a.mand p.m., Central Time
Sincerely,
*** *
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, Michal MExecutive Services Analyst