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,
Mary ***

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

June 15, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Rebuttal Inquiry ***, *** *** Sprint Account xxxxx***, *** *** Sprint Case *** To Whom It May Concern: We appreciate your assistance in bringing the supplementary concern of Mr*** ***, submitted on behalf of the account holder, Ms*** ***, to our attention. We regret any inconvenience that they may have experienced in this matter. According to the information provided in the initial complaint, Mr*** indicated that our Telesales representative offered him Sprint’s Galaxy SBuy One Get One (BOGO) promotion in conjunction with four associated phone numbers that he ported to SprintHe also states that he saw an advertisement in which the monthly lease charges would be $for each of the three Galaxy Sdevices and $for the Galaxy SPlus device in conjunction with the BOGO promotion. He states that a Customer Care representative subsequently advised him that although the four signed leases reflect different monthly charges than he saw being advertised for the above-referenced devices, an account credit would be later applied to his account to partially offset the difference in lease charges. He also states that he anticipated that an iPhone that was activated on his account to be free; however, his account reflects the monthly lease charge for the iPhone During our previous discussion with Mr***, we confirmed with him that the four leases that he signed for three Galaxy Sdevices and a Galaxy SPlus device did not reflect the above-referenced promotion price. We also advised him that an additional monthly rent charge of $is included in the monthly lease charge for each of the Galaxy Sdevices and a $monthly rent charge is included in the monthly lease charge for the Galaxy SPlus device as reflected on his invoice. We advised him that the rent charge that is assessed is based upon the credit review performed at the time the establishment of the four leases. We also advised Mr*** that a rent charge is an amount paid by the customer for the right to lease a device for a set time periodWe also confirmed that our Telesales representative offered Sprint’s iPhone On Us promotion for the account’s remaining line of service which would provide an iPhone at no cost. The terms of the promotion require that a qualified phone be turned in to Sprint. Our review of the account records indicates that the phone that Mr*** turned in to Sprint was not an eligible phone to receive the iPhone On Us promotion. Our review of the account records indicates that we applied an $account credit for the above-referenced phone that was turned in. In view of any possible misunderstanding in regard to these matters, and our effort to reach an amicable resolution, we advised Mr*** that with the return of his account phones in good condition, we will cancel the associated leases and apply account credits to offset the lease balances. We also advised him that the offer is valid for days. According to the information provided in the supplementary inquiry, Mr*** requests that the matter be reviewed once again. During our discussion with him on June 15, 2017, we advised him that we reviewed the matter with our management once again and, in our further attempt to reach an amicable resolution to this matter, we will extend one final offer to him in hopes that this matter can be fully addressed and resolved. Mr*** accepted our course of action to review the matter once again and extended a final offer to him. He further stated that he will contact us back at his earliest opportunity to further discuss the matter. If Mr*** needs further assistance with this matter, I can be contacted 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, Patricia SExecutive Services Analyst

Sprint is again providing partial, misleading information to the Revdex.com I never agreed to pay Sprint Sprint offered me an advanced exchangeI said that an advanced exchange sounded reasonable and sought more details Then, Sprint sent me an email stating that I had agreed to their offer, and that once I had remitted payment to them, that they would consider helping me This was the first mention of the words "payment" or anything of the sortTo this, my actual response only included the words "Remitted payment on what? I thought Sprint was going to credit my account." I sent them this email on May 7th, and Sprint never responded. That is the conversation now being cited as evidence that I agreed to pay Sprint money before they’ll assist me I don’t understand why Sprint did not mention this in their response to the Revdex.com, or why they did not respond to me before reaching out to the Revdex.com to claim I had agreed to pay them I reject any offer in which I am expected to pay Sprint even more money before they'll consider assisting me.[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Assumed Answered]
Complaint: ***
I am rejecting this response because:
Regards,
*** ***

[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.
Michal M. was very polite and handled this problem in a professional manner, and I agree with the settlement
Regards,
*** ***

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

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

Tell us why here...April 27,
Consumer Specialist
Kansas City Revdex.com
Ward Pkwy, Suite
Kansas City, MO
Re: Revdex.com Case ***, *** ***
Sprint Account xxxxx***
Sprint Case ***
To Whom It May Concern:
Sprint is in receipt of
the above-referenced complaint of Ms*** *** submitted on April 11, We appreciate your assistance in bringing our customer’s concern to our attention
Ms***’ filing expressed her dissatisfaction with the inability to return the device associated with phone line ending in ***Ms*** stated that she ordered an iPad Mini device associated with phone line ending in *** via Sprint.com on-line servicesHowever, upon receiving the iPad Mini device, she discovered it was established on another Sprint accountMs*** further stated that she was informed to visit a local Sprint Retail Store location to exchange the iPad Mini device; unfortunately, she was unsuccessful with returning the referenced deviceTherefore, Ms*** contacted our Customer Care group and requested a return kit for the iPad Mini deviceHowever, Ms*** did not receive the return kit, per her requestTherefore, Ms*** requested that Sprint review this matter and send her a return kit accordingly
Sprint has reviewed Ms***’ complaintAccording to our records, on March 28, 2017, Ms*** activated two iPad Mini devices associated with phone lines ending in *** and *** via Sprint’s Monthly Installment programOur records further indicate that Ms*** contacted our Customer Care group and requested a return kit associated with phone line ending in *** within Sprint’s Satisfaction Guarantee return period
Please note effective on January 6, 2017, Sprint is offering a 14-Day Satisfaction Guarantee on returnsCustomers can utilize Sprint service without being liable for service and device chargesThe Sprint 14-Day Satisfaction Guarantee promotional period covers reimbursement for device purchase price or down payment, Activation Fees, eligible monthly and one-time charges incurred, and all eligible associated taxes and fees, when the device is returnedFurthermore, restocking fees are not applicableThis policy may not reflect the additional return policies of our authorized third-party dealers or retailersAdditional information regarding Sprint’s full return policy can be found at www.sprint.com/returns
We spoke with Ms*** on April 10, 2017, and discuss her concernsTo satisfactorily resolve this matter, we have agreed to send Ms*** a return kit to the address on file to facilitate the return of the iPad Mini deviceWe have confirmed on April 17, 2017, the iPad Mini device associated with phone line ending in *** was returned to our Returns warehouseAt that time, our Customer Care group cancelled the Installment Billing Agreement associated with phone line ending in *** and applied a credit of $to offset the Installment Billing accelerated cancellation chargeWe spoke with Ms*** on April 21, 2017, and relayed the above information and resolution to herMs*** acknowledged the information provided to her
We regret any inconvenience Ms*** may have experienced while attempting to resolve this issueIf Ms*** has any questions concerning the issues discussed herein, please do not hesitate to contact me by calling the Executive & Regulatory Services department toll-free at ###-###-####I am available Monday through Friday between the hours of a.mand p.m., Eastern Time
Sincerely,
Cheryl S
Executive Services Analyst

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

[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 SPRINT in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards,
Terry B***

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

September 21, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case ***, Tracy *** Sprint Account XXXXX*** Sprint Case *** To Whom It May Concern:
Sprint is in receipt of the above-referenced inquiry of MsTracy ***. We appreciate your assistance in bringing our customers’ concerns to our attention. In her inquiry, Ms*** expressed her dissatisfaction with the functionality of her Samsung Galaxy Swireless device and with our advising that she would need to contact Google to reset the password to her Gmail account in order to reset her device. She requested that we perform that reset due to her having service with Sprint not Google We regret any difficulty Ms*** may have experienced with the use of her referenced device. During our conversation with Ms*** today, we assisted her with successfully removing her Samsung and Google accounts from her device and subsequently restoring that device to manufacturer settings. As a result, she confirmed that her device is now functional. Ms*** stated that our actions fully resolved her reported issue; however, she also brought up concerns not specifically related to this inquiry. We are pleased to confirm that we reached a mutual resolution for those concerns, as well We regret any inconvenience Ms*** may have experienced as a result of these issues. If we can be of further assistance with these matters, she can contact me by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####, ext***. I am available Monday through Friday from a.mto p.m., Central Time Sincerely, Clara CExecutive Services Analyst

[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,
*** ***

[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: Sprint expects me to fulfill one agreement while at the same time they refuse to abide by an agreement made by THEIR employee. I received a call from someone in the executive office. From the beginning it was obvious she had already made up her mind. She even admitted there was a very good chance what we were saying was true but still refused to make any accommodation for the promise made by their employee. The bottom line is this. Sprint failed to live up to their agreement so I do not feel I have to pay them another dime. Since this complaint has not done any good, my next steps will be a complaint with the Consumer Financial Protection Bureau and the Florida
Attorney General office. If they think I am going to let this go they are wrong. I will continue to make sure people know Sprint is a company with no integrity
Regards,
*** ***

April 11, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case ***, *** N*** Sprint Account xxxxx*** Sprint Case *** To
Whom It May Concern: Sprint is in receipt of the above-mentioned complaint of Mr*** ***. We appreciate your assistance in bringing our customers’ concerns to our attention. In his inquiry, Mr*** states he was billed for a device he returned. Therefore, he is disputing the balance of $after receiving a confirmation that the device was returned. As a result, he requests that the account balance be cleared Please be advised that we spoke with Mr*** on March 29, 2017, regarding his account billing concerns. We advised him, at this time, we are unable to confirm the return of his device. In order to further address this matter, we requested that Mr*** provide the tracking number of his return. Once the requested information is provided, we will credit the purchase price of the device of $360. Mr*** accepted our offer and agreed to send an email of the tracking information. Unfortunately, to date, we have not received any additional information from Mr***. As a result, we will make this offer available to Mr*** for an additional days We regret any inconvenience this matter has caused Mr***. If he needs further assistance, he may contact me by calling the Executive and Regulatory Services department toll-free at ###-###-####, extension ***. I am available Monday through Friday from 8:a.mto 4:p.m., Central Time Sincerely, Alethea BExecutive Services Analyst

October 17, 2016 Kansas City Revdex.com Ward Parkway Kansas City, MO
*** Re: Sprint Account: XXXXX***, *** *** Revdex.com File #*** Sprint Case # *** To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of *** *** submitted on September 22, 2016. We appreciate your assistance in bringing our customer’s concerns to our attention Ms***’s filing expressed her dissatisfaction with receiving the incorrect device from our Telesales group, after she requested to process a device upgrade for her existing device to an iPhone Plus device. Ms*** further expressed her dissatisfaction with the level of customer service she received from our Customer Care Group while attempting to resolve this matter. Ms*** requested that Sprint review this matter and allow her to exchange her current device for the iPhone Plus device. In addition, waive any associated cost for the device exchange. Sprint has reviewed Ms***’s complaint. We spoke with Ms*** on September 27, 2016, to further discuss her concerns. During our conversation, we advised Ms*** that we would investigate her concerns and follwith her accordinglyAccording to our records, Ms*** contacted our Telesales Group on September 9, 2016, to process an upgrade order for an iPhone Plus device associated with phone line ending in *** via Sprint’s Leasing program. During this sales transaction, Ms*** remitted a $down payment towards the purchase of the iPhone Plus device. 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/leaseUpon further review of our records, we confirmed that due to an inadvertent error, an iPhone device was ordered and shipped to the billing address on file. In addition, we have confirmed that the requested iPhone Plus device is currently on back order until November 2016. In an effort to ensure a satisfactory and mutually acceptable resolution, on October 12, 2016, we agreed to reset the handset upgrade eligibility for phone line ending in ***, which would allow Ms*** to purchase a new device via Sprint’s Leasing program. Additionally, on October 17, 2016, we agreed to mail her return kit to the billing address on file to facilitate the return of the iPhone device. Upon receipt of the device, we will cancel Ms***’s existing Lease Agreement with the waiver of the associated cancellation charges. Furthermore, on October 17, 2016, we have applied a one-time courtesy adjustment of $to her account. This adjustment will appear on the November billing statementWe attempted to follwith Ms*** on October 17, 2016, to relay the aforementioned information and resolution to herUnfortunately, we were unable to contact her directlyShould Ms*** require further assistance with this matter, we urge her to contact the undersigned at the phone number noted below. We apologize for any inconvenience this matter may have caused Ms*** We appreciate Ms*** taking time to provide details of her experience with Sprint. We are continually striving to improve the quality of service provided to our customers. Please be assured that we value Ms***’s feedback and that her concerns will be forwarded to the appropriate managerial staff for further review 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 7:a.mand 4:p.m., Eastern Time Sincerely, /s/ Catherine *** Catherine *** Executive & Regulatory 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

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

Sprint has repeatedly changed my bill without notifying meIn the over a year I have had sprint I have never paid a consistent rate over consecutive monthsThis despite being promised by numerous sales representatives that my bill would not changeMy bill has gotten bigger every month despite electing to lower the amount of services I receiveI am aso being hit with a nearly 10$ "lower credit rating" charge, this despite the fact I have a credit rating in the mid 700'sI was never informed I was to be hit with this charge when signing up
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