Sprint Corporation

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

May 25, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case ***, *** M*** Sprint Account XXXXX*** Sprint Case ***
To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of Ms*** M***. We appreciate your assistance in bringing our customers concerns to our attention. According to the information provided, Ms*** stated that in September she was offered a promotional $credit for adding a line to her account. She states that she added the line and purchased a device; however, the credit has not been applied to her account. Ms*** is requesting that the promotional $credit be applied to her account. We spoke with Ms*** on May 1, 2017, acknowledging receipt of her complaint and advised that we would research her concerns. We partnered with the District Manager for the Sprint store that Ms*** visited in September 2016, who has applied the credit to the account. We attempted to contact Ms*** via phone and email on May and 26, 2017, to inform her of the resolution; however, we were unable to reach her. We trust that this action has addressed her concern We regret any frustration this matter may have causedIf we can be of further assistance, Ms*** can contact me by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####, ext***. I am available Monday through Friday between 7:a.mand 5:p.m., Central Standard Time Sincerely, Leland *** *Executive Services Analyst

Revdex.com Case # ***, *** *** on behalf of *** *** Sprint Account # XXXXX*** Sprint Case # *** To Whom It May Concern: Sprint is in receipt of the above-referenced rebuttal to our response to the complaint of *** *** submitted on June 30, 2017. The original complaint was served on Sprint on June 17, We regret the circumstances that led Mr*** to contact your office again. According to Mr***’s follow-up, he expressed his dissatisfaction with our prior response provided. Mr*** further expressed his dissatisfaction with his devices malfunctioning, and as well as his inability to receive new devices from Sprint. Mr*** requested that Sprint review this matter and asked that the appropriate action be taken Sprint has reviewed Mr***’s complaintAs stated in our prior response, our records indicate that Mr*** activated five lines of service on June 6, 2017, by activating devices via Sprint’s Monthly Installment Billing programWe have confirmed that he activated two Pre-Owned iPhone 6s Plus devices. Our records further indicate that on June 10, 2017, Mr*** contacted our Customer Care group stating that the two Pre-Owned iPhone 6s Plus devices were defective. At that time, an order was placed for replacement devices. Furthermore, Mr*** contacted our Customer Care group on June 13, 2017, stating that he received the replacement devices; however, he indicated that the devices were defective We spoke with Mr*** *** who authorized us to speak with *** *** on July 17, 2017, and relayed the above information to him. During our discussion, we informed Mr*** we spoke with *** *** on June 20, 2017, and informed him that he would need to visit an Authorized Service and Repair Center location to have a diagnostic test completed by our Sprint Retail Store technician to determine if his replacement devices are defectiveAccordingly, Mr*** visited an Authorized Service and Repair Center location on June 21, 2017, and the replacement devices were not deemed defective. As a result, Mr*** was offered to complete an exchange for new devices with a down payment associated with the purchase. Mr*** declined the above offer and advised that he will continue to utilize his replacement devices In an effort to reevaluate our position, we have discussed Mr***’s concern with our Executive & Regulatory Services team. After thoroughly reviewing Mr***’s reported concerns and our records, we have confirmed that our position regarding this matter remains unchanged. While we regret that Mr*** may disagree with our findings and position, we are confident that his concerns have been fully addressed to the best of our ability. Consequently, all further inquiries regarding this matter will be met with the same response. We regret any inconvenience Mr*** may have experienced regarding this matterIf Mr*** has any further questions about this matter, we can be reached by calling the Executive and Regulatory Services Department at ###-###-#### ext***, Monday through Friday, between a.mand p.m., Central Time. Sincerely, /s/ Terrance *** Terrance *** Executive & Regulatory Services

July 6, 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 her inquiry,
Ms*** indicated that her son dropped his device and cracked the screen. She further advised that after the incident the battery became very hot while charging the device. She indicated that she should be entitled to a replacement device from Boost Mobile or a refund of $for the purchase of the device We initially spoke with Ms*** on June 30, 2016, and explained that as outlined in our Boost Mobile Terms and Conditions, Boost Mobile devices are sold with a one-year manufacturer’s warranty. Boost Mobile does not manage those equipment warranties; therefore, any warranty repair or replacement inquiries should be directed to the equipment manufacturer, not Boost Mobile. Further, devices purchased from a third-party retailer are bound to the return/exchange policies of that location, if available. We also explained that because the issues with the device were caused by the damage sustained when the device was dropped it may not be covered under the provisions of her warranty. Therefore, we suggested that she contact her device insurance provider, eSecuritel, to file a claim for the damaged device So that she may continue to use her services while she attempts to file a claim with her insurance provider we offered to provide Ms*** with a complimentary Motorola Moto E device. During a follow up discussion with her on July 7, 2016, we verified that she received the complimentary device we sent and that she is satisfied with our handling of her concerns We regret any inconvenience this matter may have caused Ms***. If she has any further questions or concerns regarding this matter she can contact me directly by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####, ext***. I am available Monday through Friday from 8:a.mto 4:p.m., Central Time Sincerely, *** *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 meSprints' Customer Care department needs training improvements
Regards,
*** ***

May 15, 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 the information provided, Ms*** states that she switched to Sprint because of a promotional rate offer of $per month for lines of service; however, when she received her first bill, it was more than the quoted amountMs*** expressed her dissatisfaction with our Customer Care department, while attempting to have her billing concerns addressed, stating that she received conflicting informationAs a result she requested to have her bill corrected and to have the monthly quote of $honored We regret the circumstances that led to Ms***’s filingOur records reflect that Ms*** completed a change of account ownership on April 25, 2017, for numbers ending in *** and ***Both lines were placed on the Unlimited Freedom (with AutoPay) service plan for $per month; however, the outlined monthly amount was only for the service plan and did not include any equipment charges for an Installment Billing or Lease AgreementAdditional equipment charges are optional and can vary depending on the customer’s device of choice and purchase optionAs of May 1, the service plan was changed to the Unlimited Freedom New Account Promo plan for $per month for lines, contingent upon AutoPay enrollmentAs a result, Ms***’s monthly bill estimate for her service plan and device leases is $before taxes We spoke to Ms*** on May 4, 2017, and explained our aforementioned findings; Furthermore; with respect, we outlined that any invoice balance estimate provided by Sprint would not constitute a promise of future invoice balances. Changes to taxes, service plan selections, device Lease or Installment billing options, and additional purchases or subscriptions can result in invoice balance changes. Although we were unable confirm a Sprint error, in an effort to reach an amicable resolution, and as a goodwill gesture, we offered to issue a one-time credit of $to offset one month’s service chargesWe are pleased to inform you that Ms*** accepted the outlined information and accepted our credit offer. Accordingly, Sprint considers this matter fully addressed and resolved. As a result, no future account credit will be applied. If we can be of further assistance with this matter, Ms*** can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, extension ***. I am available Monday through Friday between 8:a.mand 4:p.m., Central Time Sincerely, Leslie *** Executive 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

May 19, 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*** stated that he purchased a tablet on February 28, 2017, which he was able to use successfully; however, he stated he recently moved to a different city and has been unable to connect the device to his home Wi-FiAs a result, he is requesting that Sprint provide him with a different device; otherwise, he stated he will hire an attorney. Based on the information received from Mr***, he also stated that he had an unfavorable customer experience while attempting to address his concerns We regret the circumstances that led to Mr***’ filing of this complaint. Our records reflect that on April 24, 2017, Mr*** contacted our Customer Care department and notified us of connectivity issues with his device on tablet line ending in ***Multiple troubleshooting efforts were made; however, none were successful. As a result, on April 26, 2017, the device was replaced via our Total Protection Program During our discussion with Ms*** on May 5, 2017, we outlined our aforementioned findings. Ms*** confirmed receipt of the replacement device; however, she informed us that it also was not connecting to her home Wi-FiShe stated that she had scheduled a visit from a technician with her internet provider to determine if the connectivity issue was with her internet service and not the Sprint deviceAs a result, she requested for time to have the outlined issue addressed by her internet service provider and that she would follow up with us once their findings became available On May 17, 2017, Mr*** contacted us and informed us that their internet service provider was not able to resolve their connectivity issue. Moreover, they advised her that the device may not be compatible with their service. Based on this information, Mr*** stated that he would no longer be able to use the tablet and expressed interest in being able to return itAlthough we were unable to identify a Sprint error in this matter, in an effort to reach an amicable resolution, we offered to cancel the service on tablet line ending in *** and its associated Installment Billing Agreement with the return of its corresponding device in like new condition. We are pleased to inform you that Mr*** accepted our offer. As a result, we sent a return kit to facilitate the return of the device and the accelerated charges will be removed once the device is received We appreciate Mr*** for 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 customer feedback and that his concerns will be forwarded to the appropriate managerial staff for further review We regret any inconvenience this matter may have caused Mrand Ms***. If we can be of further assistance, Mrand Ms*** can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, extension ***. I am available Monday through Friday between 8:a.mand 4:p.m., Central Time Sincerely, Leslie *** Executive Services Analyst

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 February 6, 2017. We appreciate your assistance in bringing our customer’s concern to our attention. We are pleased to inform you that we have addressed Ms***’s concern According to the information provided, Ms***’s expressed her dissatisfaction with a payment being debited from her financial institution, without her consentConsequently, Ms*** stated that she was assessed a Non-Sufficient fee by her financial institution regarding this matter. Ms*** requested that Sprint review this matter and asked that appropriate action be taken Sprint has reviewed Ms***’s complaintOur records indicate that Ms*** established a payment arrangement of $on January 10, 2017, via her Handset Mobile application, which was scheduled for processing on January 24, As such, the referenced payment was debited from her financial institution on the scheduled payment due dateIn addition, a payment of $was remitted via her Handset Mobile application on January 27, 2017. Our records further indicate that Ms*** contacted our Customer Care group on February 1, 2017, with regard to the additional payment. As a result, a refund was processed for Ms*** on February 2, 2017, in the amount of $ We spoke with Ms*** on February 8, 2017, and relayed the above information to her. During that call, Ms*** confirmed receipt of her refund of $388.50. In addition, we agreed to apply an adjustment of $to Ms***’s account as courtesy to offset the Non-Sufficient fee that was assessed by her financial institutionMs*** expressed her satisfaction with the resolution provided. We apologize for any inconvenience Ms*** may have experienced regarding this matterIf Ms*** has any further questions about this matter, we can be reached by calling the Executive and Regulatory Services Department at ###-###-#### ext***, Monday through Friday, between a.mand p.m., Central Time. Sincerely, /s/ Terrance *** Terrance *** Executive & Regulatory Services

August 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 inquiry filed with your office by Ms*** ***. We appreciate the opportunity to address her concerns. Based on the information provided in Ms***’s inquiry, she states that she started a new lease agreement when she upgraded her iPhone in December 2016. She further advises that she returned her previous iPhone device; however, her account was assessed an early lease cancellation fee on her June invoice. Therefore, she is requesting that we review this matter. Our records reflect that Ms*** upgraded to an iPhone on December 14, 2016, and returned the iPhone 6s on December 23, 2016. As a result, we determined that Ms*** was assessed a lease cancellation fee in error. Ms*** remitted payments to offset this charge in July 2017. Consequently, we applied credit to Ms***’s account on August 3, 2017, to offset the early lease cancellation charge totaling $476.65, creating a credit balance. Ms*** was satisfied with our handling of this matter. We regret any inconvenience that this matter may have caused Ms***. If she needs further assistance with this matter, she 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

September 27, 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 the information provided, Ms*** expressed her dissatisfaction with our not unlocking one of her Sprint-branded devices for use on another domestic network, stating that she has paid for the device in fullShe also described unfavorable customer experiences during her attempts to address that matter. She requested that Sprint unlock the noted device immediately We regret the circumstances that led to Ms***’s decision to terminate her Sprint services, as well as any possible misunderstanding that may have occurred regarding her equipment unlock request. “Unlocking” is a general term that refers to one or more types of device unlocking. MSL unlocking refers to providing an MSL code in order to disable software that sets device parameters and prevents the device from activation on a different network. Unlocking also refers to enabling the SIM slot of the device to allow another carrier’s SIM card to be inserted (either domestic or international) Unlocking a device will not necessarily make that device interoperable with another carrier’s network. In other words, a device designed for one network is not made technologically compatible with another network merely by unlocking it. Additionally, unlocking a device may enable some functionality of the device but not all (e.g., an unlocked device may support voice services but not data services when activated on a different network). Additional information about our unlocking protocol is available on our website at www.sprint.com/unlock Sprint will unlock a device under the following circumstances: Any associated service agreement, installment billing purchase agreement, or lease agreement for the device must be fulfilled, including payment in full of any applicable Early Termination Fee(s) or end-of-lease/installment billing purchase options;The account associated with the device must be in good standing;The device has not been reported as lost or stolen and is not associated with fraudulent activity or otherwise flagged as ineligible for unlocking; andThe device has been active on the Sprint network, currently or in the past, for a minimum of days We confirmed that Ms***’s referenced iPhone Plus device is eligible for SIM unlocking. Please note that the SIM unlock information was transmitted to that device on September 16, 2017, after sufficient payment was posted to her account to satisfy her outstanding balance for service charges. Our records reflect that we subsequently assisted her with additional steps necessary to reset her device before attempting the new provider’s SIM on September 26, 2017, and that she confirmed that her device was successfully unlocked. However, she stated that she remained dissatisfied with the communication received from Sprint representatives during the unlock process and the length of time she was unable to use her device with her new provider. We thanked Ms*** for providing her candid feedback with our Customer Care representatives regarding her experiences during the processing of her equipment unlocking request. Additionally, we advised that we are continually striving to improve the quality of service provided to our customers. We also assured her 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 Ms***, as well as the loss of her business. If we can be of further assistance with these matters, 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, *** *Executive 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

May 18, 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 above-referenced complaint of Mr*** ***Thank you for forwarding our customers concerns’ to our attention. In his inquiry, Mr*** stated he changed his plan on his three lines of service and believes he was quoted $for the total cost; however, the bill reflects a $difference. He also stated that he purchased a phone with a two-year service agreement and changed his service plan. Since the service plan change, he is being assessed a $fee for his device, which he is disputing. He stated, to address the matter, we previously added a $recurring credit to offset the fee through November 2017. However, he has a prorated fee on his May invoice which he is disputing. As a result, he is requesting assistance with these matters We reviewed Mr***’ account and confirmed his service plan changed effective his billing cycle beginning on April 3, 2017. The cost of the plan is $for line one, $for line two and $for line three totaling $105. If automatic payment is set up on the account, each line receives a $discount and the total is $per the terms of the promotional service plan. We are unable to identify a billing error and regret any possible misunderstanding. We confirmed phone number ending *** is under a two-year service agreement through November 2017. According to the terms of the noted promotional service plan, he is correctly being assessed a $Phone Subsidy Charge. This is not a Sprint billing error. We previously added a recurring $credit to offset this charge through November 2017, as a gesture of goodwill. We confirmed that Mr*** was assessed a prorated charge of $22.50, and an additional $charge. To address the matter, we confirmed his account received the $recurring credit, but he is due a credit for the $amount. To fully resolve, we issued this credit on May 17, We regret any inconvenience Mr*** may have experienced as a result of this matter. If he needs further assistance, he 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, Ann HExecutive 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

February 14, Revdex.com Ward Parkway, Suite Kansas City, MO 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. According to the information provided, Mr. *** stated that he canceled his account and returned his devices within the 30-day return period because he was not satisfied with the level of service coverage he received while visiting a relative. He stated that although he returned all of the devices he received a collection notice from a third-party collection agency. As a result, he is requesting that we cancel the account, credit the balance and cease all further collection activity. During our conversation with Mr***, we apologized for any inconvenience he may have experienced as a result of this issue. Further, I advised him that our records reflect that he canceled his account and returned the devices within the 30-day return period; however, due to a clerical error the Early Termination Fee on phone ending *** was inadvertently not waived. As a result, we applied a credit of $to offset the final balance on the accountThe account is closed and reflects a zero balance and all collection activity has been discontinued. Mr*** accepted our offer and is satisfied with the resolution We appreciate Mr***’s taking the time to provide us with the details of his experience with our Customer Care representatives. We regret that the level of service he received was not indicative of the world-class service we strive to provide. The feedback he provided has been forwarded to the appropriate management staff for further review If I may be of further assistance with this matter, please contact me by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####. I am available Monday, Tuesday, Thursday and Friday from a.mto p.m., Central Time Sincerely, Tobias TExecutive 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

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

[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, *** ***

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

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