Sprint Corporation

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

January 19,
*** ***
Revdex.com
Ward Parkway, Suite
Kansas City, MO
Re: Revdex.com File ***, *** ***
Sprint Account xxxxx***
Sprint Case ***
Dear Ms***:
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*** advised that she terminated her Sprint service within our 14-day return period and previously addressed concerns related to her final account balanceHowever, because she recently received notification of new charges assessed to her closed account, she requested that we update our records to bring her account balance to zero and provide an updated invoice reflecting the same
Our records reflect that we previously addressed Ms***’s initial billing inquiry in December However, due to systematic limitations, the actions taken at that time to bring her account balance to zero required temporary balance due to reflect on her accountWe followed up with Ms*** via e-mail on January 19, 2016, to assure her that, as indicated in our December 4, 2015, response to her original inquiry, her account is closed and with a zero balance, matching her requestHer final invoice confirming that is expected to generate on or about January 27, In addition, she can receive immediate balance information via our website at www.sprint.com
If we can be of any further assistance with this matter, Ms*** can contact me directly by calling our office toll-free at ###-###-####, ext***, and referencing case ***I am available from a.mto p.m., Central Time, Monday through Friday
Sincerely,
Stan S
Executive Services Analyst

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

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

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

[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 11514533, and find that this resolution is satisfactory to me
Regards,
Aaron Cataquet

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*** ***. We appreciate the opportunity to address her concerns. Based on the information provided in the inquiry, Ms*** states that she returned her phones within the 14-Day Satisfaction Guarantee, and is requesting a refund for the phones. Therefore, she is requesting a $refund. Based on the information received, Ms*** also states she had an unfavorable experience while attempting to address her account concerns. We confirmed that Ms*** started service on January 14, 2017, and canceled her service on January 19, We also confirmed that the phones were returned on January 21, 2017. We regret the delay in processing a refund. To address this matter, we processed a $refund back to Ms*** credit card on March 27, 2017, and she confirmed that she received it We appreciate Ms*** for taking time to provide details of her experience with our representatives. We are continually striving to improve the quality of service provided to our customers. Please be assured that we value customer feedback and will utilize this input to improve our training and processes We regret the circumstances that led to Ms***’ terminating her service with us. 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

June 13, 2017 Revdex.comWard Parkway, Suite 401Kansas City, MO 64114 Re: Revdex.com Case ***, *** *** Sprint Case *** To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of Ms
*** ***. We appreciate your assistance in bringing our customers’ concerns to our attention. According to the information provided in Ms***’ inquiry, she advised that a fraudulent equipment replacement claim was made on her account and although fraud was confirmed, her account was billed a $non-returned equipment fee. Additionally, because she subscribes to auto-pay a payment was processed for the $non-returned equipment fee. As a result, Ms*** is requesting that we process a refund for the non-returned equipment fee During our conversation with Ms*** on June 1, 2017, we apologized for any misunderstanding that may have occurred as a result of this issue. Further, we confirmed that a fraudulent claim was made on her account and on May 26, 2017, we processed a refund for $for the non-returned equipment fee. Additionally, we applied a one-time courtesy credit of $to offset one monthly service charge. Ms*** accepted the offer and is satisfied with the resolution We appreciate Ms***’ 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 Ms*** needs further assistance with this matter, she can reach me by calling the Executive & Regulatory Services department toll-free at ###-###-####, ext***. I am available Monday, Tuesday, Thursday, and Friday from a.mto p.m., Central Time. Sincerely, Tobias TExecutive Services Analyst

October 7, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case *** Sprint Account xxxxx***, *** *** Sprint Case *** To Whom It May
Concern: Sprint is in receipt of the above referenced inquiry. We appreciate your assistance in bringing our customers’ concern to our attention According to the information received, Mr*** stated that at the point of sale he was advised his monthly charges would be $130, not including equipment protection on the devices, tax and fees. He stated that the iPhones were supposed to be buy one get one free and that there would be no data overage charges on his service plan, as the speed would slow down to 2G speeds when he reached his data limitHe stated that his monthly bill varies each month. In addition, he stated that he was advised that we would pay his device cancellation fees with his previous carrier, however after porting his number’s to Sprint, he was advised that he would receive part of the cancellation fee with a Reward Card and the other part as an account credit. He stated that his account with his previous carrier was turned over to collections since we did not pay the cancellation fees. He is requesting to cancel his service with a waiver of the cancellation fees. 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. Further, 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 As stated in our past Switch to Sprint promotion, which can be viewed on www.sprint.com/joinsprint, customers who port their number from another postpaid carrier and activate new service with Sprint 24-Month Installments, Sprint Leasing, certified Preowned or full SRP devices are eligible to get their Early Termination Fee (ETF) and/or Equipment Installment Balance reimbursed on an American Express Reward Card minus the device buyback (which is provided at the point of sale). In order to be eligible to receive the offer, customers must register for the American Express Reward Card within days of switching. They must also upload their final wireless bill from their previous carrier showing their ETF or Installment Billing balance, their Sprint account must remain active and in good standing and they must turn in their device from their previous carrier. Upon activation of service, Mr*** was provided with a clear disclosure of his monthly recurring charges and equipment purchase. Furthermore, we were able to locate his electronic service agreement which was emailed to him upon his activation of serviceBased on our review, we were unable to identify any miscommunication regarding the terms of his plan or other monthly charges on Sprint’s part during the activation of his current planHis monthly invoice for September 2016, was higher because of data overage charges. Further our records reflect that Mr*** is receiving the promotional offer of buy one get one free for his devicesFurther our records reflect that Mr*** is on Mobile Choice 15GB service plan on his five devices. This plan includes data notifications, but no suspension and data overages are charged at cents a MB or $per GB. This plan does not include unlimited 2G speeds. Further, our records reflect that five American Express Reward Cards totaling $have been processed and mailed to Mr***’ billing address. In addition, a buyback credit for his five devices totaling $was applied by a retail store representative and is reflected on his August 16, 2016, invoice. We spoke to Mr*** on October 3, 2016, and provided him with the above-referenced information. In an effort to reach an amicable resolution, we offered and he accepted a one-time goodwill credit for the data overages that were assessed to his account on his September 2016, invoice. A credit was applied to his account in the amount of $124.79. At that time, we requested further time to research his Reward Cards and service plan and he agreed. We attempted to contact Mr*** on October 6, 2016, to provide him with an update and were unsuccessful in reaching him and he has not returned our call. We request that he contact us directly if he has any further questions or concerns regarding this matter We regret any inconvenience these matters may have caused. If I can be of further assistance, I can be reached at the Executive & Regulatory Services department toll-fee at ###-###-####. I am available Monday through Friday, between 9:a.mand 5:p.mCentral Time. Sincerely, *** RExecutive Services 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

[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 meWhile I remain skeptical overall with Sprint's ability to follow through on agreements not fulfilled in front of me without having to make multiple inquiries or lodge a complaint, in this instance the response provided by Sprint in the form of Alethea B and her understanding were without peer.
Regards,
*** ***

May 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 inquiry rebuttal of Ms*** ***. We appreciate your assistance in bringing our customers concerns to our attention. According to the information provided, Ms*** is disputing the outcome of the call review, stating she has a confirmed chat receipt showing her card ending in *** should have been used to remit payment instead of her card ending in ***. Additionally, Ms*** is refuting further contact attempts have been made from Sprint As outlined in our initial correspondence received, Sprint has reviewed the call recording at her request to confirm if the $payment was processed in error. From the call recording, it was discovered that both the account holder MrEric Crafton and Ms*** *** were both on the call agreeing to the payment of $using card ending in ***. Accordingly, we have attempted to follow up with Ms*** on May 19, 22, and 23, 2017, but again were unsuccessful. We look forward to speaking with her and encourage her to contact us at her earliest convenience Although Ms*** may disagree with our position, we are confident that her concerns have been fully addressed and resolved to the best of our ability. Consequently, all further inquiries regarding this matter will be met with the same response On behalf of Sprint, I apologize for any inconvenience Ms*** may have experienced as a result of this concern. If we can be of further assistance, or if Ms*** has supplemental questions or concerns, she can contact me by calling the Executive & Regulatory Services department toll-free at ###-###-####. I am available Monday, Tuesday, Thursday, and Friday between 7:a.mand 5:p.m., Central Time Sincerely, Linard AExecutive 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

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

---------- Forwarded message ----------From: *** ***Date: Mon, May 1, at 5:PMSubject: Complaint ID: ***To: ***This complaint has been resolved.Thank you*** ***

April 18, 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. According to the information provided, Ms*** stated that an unauthorized payment for $was withdrawn from her checking account. Further, she stated that we have failed to refund the payment. As a result, she is requesting that we process a refund for $and compensate her for her inconvenience. We spoke with Ms*** and informed her that our records reflect that on March 5, 2017, she setup a payment arrangement for $using our automated payment system, to be deducted on March 18, 2017. Further, on April 4, 2017, we processed a refund for $at her request. We are unable to identify any Sprint errors and as a result, we must respectfully decline Ms***’s request for compensation We regret any inconvenience this matter may have caused. 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 T.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

[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,
Mary ***

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

[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]These reps continue to bounce a responsible representative to handle my accountWhen I phone, I continue to get voicemailsAnd NO RETURN CALLSI have an attorney assisting me at this timeThe red tape is enough to drive anyone madI returned the phone and continue to get charged for itPlease publish this complaint to your website to inform potential Sprint clientsThey are a conglomerate and do not care about their customers
Complaint: ***
I am rejecting this response because:
Regards,
Yvette H***