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 [redacted] , and find that this resolution is satisfactory to me Regards, [redacted] To The Staff of Revdex.com thank you so much for your help!! .Without you I would still be crying .Blessings to all

June 14, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] Account XXXXX [redacted] Case [redacted] 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 spoke with Ms [redacted] on June 14, 2016, regarding her account concern We are confident her issue has been addressed and resolved In her inquiry, Ms [redacted] indicated she purchased two devices online and requested in-store pick up She went to the store and states she received poor customer service and left the store without her devices She drove to another location and was directed back to the original location she submitted the order Upon arriving at the original location, she was advised that the devices were going to be shipped to her To date, Ms [redacted] is without the devices As a result, he is requesting we review the matter We reviewed Ms***’s account and order We confirmed that she ordered two devices online and paid for them We were unable to locate the devices attached to her account We partnered with the original store regarding her device order Consequently, Ms [redacted] went back to the location, picked up her devices, and completed the activation of her account In an effort to reach an amicable resolution, and because of the issues Ms [redacted] experienced related to her device order, we applied credit equal to one month’s cost of her service plan and her activation fees She indicated she was satisfied with the resolution We appreciate Ms [redacted] for taking time to provide details of her experience with our store 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 any inconvenience Ms [redacted] 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

October 10, Revdex.com Serving Greater Kansas City Ward Parkway Kansas City, MO [redacted] Re: Revdex.com File # [redacted] , [redacted] Sprint Account: xxxxx [redacted] Sprint Case # [redacted] To Whom It May Concern, Sprint is in receipt of the above-referenced complaint of Mr [redacted] submitted on September 22, We appreciate your assistance in bringing our customer’s concern to our attention According to the information provided, Mr [redacted] expressed his dissatisfaction with the charges assessed to his accountMr [redacted] stated that he was advised that his monthly billing would be $per monthHowever, Mr [redacted] states his bill had increase to $per monthMr [redacted] requested that Sprint review his concerns and be provided the service plan offered Sprint has reviewed Mr***’s complaintAccording to our records, on July 3, 2016, Mr [redacted] upgraded phone numbers ending in [redacted] and [redacted] via Sprint’s month Installment PlanPlease note, Sprint 24-Month Installments is a device installment agreement that gives new and existing customers an affordable option to activate/upgrade to a Smartphone, feature phone or tablet deviceCustomers simply purchase an eligible device with no or a variable down payment, depending on device, and agree to monthly installment payments for each financed deviceThere are no service discounts for devices purchased through Sprint 24-Month Installments and at the time of purchase the customer will be required to pay all applicable sales tax against the Suggested Retail Price (SRP) as well as any applicable down payment for any device being purchasedFor additional information and eligibility requirements customers can visit www.sprint.com/easypay Further research on the account reflects Mr***’s service plan was updated to a Shared plan with limited data usage which includes Unlimited 2G speeds for all lines of services associated with his account for $per monthAdditionally, at the time of activation the $Loyalty credit was applied for phone numbers ending in [redacted] and [redacted] as reflected on the July billing invoiceHowever Mr [redacted] is not eligible for the $loyalty discount due to his current service planBased on findings we were unable to determine any billing errors on Mr***’s account, therefore the charges assessed to the account are validIn an effort to reach a satisfactory and mutually acceptable resolution, Sprint applied a one time credit of $to his account to offset the $Loyalty credit for months We spoke with Mr [redacted] on October 7, During our conversation, we relayed to above referenced information to himMr [redacted] expressed his satisfaction with the resolution providedWe regret any inconvenience this matter may have caused Mr*** If we can be of further assistance with this issue, Mr [redacted] can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext***I am available Monday through Friday between 8:a.mand 4:p.m., Eastern Time Sincerely, /s/ Tracey [redacted] Tracey [redacted] Executive & Regulatory Services

[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 [redacted] , and find that this resolution is satisfactory to me Regards, Michael [redacted]

July 25, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] Sprint Account XXXXX [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above–referenced complaint of [redacted] submitted on June 27, We appreciate your assistance in bringing our customer’s concerns to our attention According to the information provided, Ms [redacted] expressed her dissatisfaction with the charges assessed to her account, upon the completion of a change of ownership As a result, Ms [redacted] requested that Sprint review these matters and provide her with an amicable resolution Sprint has reviewed Mr [redacted] ’s complaintWe spoke with Ms [redacted] on July 7, 2017, to discuss the details of her complaint At that time, we advised her that we would review her account concerns and follwith her accordingly According to our records, Ms [redacted] established a Sprint account with phone line ending in [redacted] on May 19, During this sales transaction, she activated an iPhone device via Sprint’s Leasing program Please note effective September 19, 2014, Sprint launched the Sprint Lease program, an option that gives qualified new and existing customers the flexibility to lease select Smartphones and Tablets for a lower monthly cost versus purchasing the device Lease payment varies by device and a down payment may be required and varies by customer and device With a lease option, Sprint owns the device At the end of a lease term, Ms [redacted] can purchase the devices and own it outright, return it to us, or return it to us and upgrade to the latest device For further information regarding Sprint Leasing please visit www.sprint.com/lease In addition, Ms [redacted] activated service on phone line ending in [redacted] by purchasing a Samsung Jdevice via Sprint’s Monthly Installment Billing programSprint 24-Month Installments is a device installment agreement that gives new and existing customers an affordable option to activate/upgrade to a Smartphone, feature phone or tablet device Customers simply purchase an eligible device with no or a variable down payment, depending on device, and agree to monthly installment payments for each financed device There are no service discounts for devices purchased through Sprint 24-Month Installments and at the time of purchase the customer will be required to pay all applicable sales tax against the Suggested Retail Price (SRP) as well as any applicable down payment for any device being purchasedFor additional information and eligibility requirements customers can visit www.sprint.com/easypay Upon activation of service, Ms [redacted] was provided with a clear disclosure of her equipment purchase, and all other applicable fees and chargesFurthermore, we were able to locate signed copies of her Lease and Installment Billing Agreements, which includes a description of the charges in questionBased 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 activation of her current plan Sprint has confirmed that on June 10, 2017, Ms [redacted] ’s change of ownership request was successfully completed on her account for phone lines ending in ***, ***, and *** Our records further indicate, Ms [redacted] activated phone number ending in ***, [redacted] and [redacted] with her existing Sprint devices Upon further review, on July 10, 2017, Ms [redacted] contacted our Customer Care group to request the cancellation of phone lines ending in ***, [redacted] and *** Therefore, on July 11, 2017, Sprint’s Customer Care group terminated the aforementioned lines per Ms [redacted] ’s requestIn addition, Sprint’s Customer Care group applied a monthly service credit of $per month to offset a portion of the monthly recurring charges until March 22, Since our initial conversation with Ms [redacted] , we attempted to follwith her via phone and e-mail on July 10, 12, and of 2017, to relay the aforementioned information and resolution to her Unfortunately, we have not received a return call from Ms [redacted] Therefore, we continued with our contact efforts to Ms [redacted] on July and of 2017, without successShould Ms [redacted] have any questions and/or concerns pertaining to the information and resolution discussed herein, we encourage her to contact the undersigned directly at the phone number noted below at her earliest convenience We appreciate Ms [redacted] taking the time to provide us with the details of her experience with our Customer Care representatives We are continually striving to improve the quality of service provided to our customers Please be assured that we value Ms [redacted] ’s feedback and that her concerns will be forwarded to the appropriate managerial staff for further review We regret any frustration this matter may have caused and look forward to hearing from Ms [redacted] to address and resolve her complaint If Ms [redacted] would like to further discuss this matter, she can contact our office toll free at ###-###-#### ext*** I am available Monday through Friday, from a.mto p.m., Eastern Time Sincerely, /s/ Romualdo FRomualdo FExecutive & Regulatory Services

October 14, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] – [redacted] T [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of Mr [redacted] T*** We appreciate your assistance in bringing our customers’ concern to our attention In the information provided, Mr [redacted] cited his dissatisfaction with service received while attempting to return an Apple iPad device Mr [redacted] stated that he went to his local Sprint store to upgrade his devices and was given incorrect information regarding the device adding a line of service to his Sprint account As a result of the information received, Mr [redacted] attempted to return the tablet device and his request was denied Mr [redacted] also stated that he received data charges and has turned off the data option on his device We appreciate Mr***’ taking time to provide details of his experience with our Sprint retail store representatives 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 have been forwarded to the appropriate managerial teams for further review We contacted Mr [redacted] on October 13, 2016, although we can’t verify any incorrect information, we agreed to cancel the tablet line with the return of the device Mr [redacted] has agreed and we have mailed a postage paid return kit to his address on file Once the device is received in our warehouse, we will remove any cancelation and monthly charges assessed to the tablet lineIn addition, Mr [redacted] will contact our office directly if data charges appear on his next invoice We regret any inconvenience these issues may have caused Mr*** If we can be of further assistance related to these concerns, Mr [redacted] can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, extension *** I am available Monday through Friday between 7:a.mand 3:p.m., Central Time Sincerely, Twana TExecutive Services Analyst

December 7, 2016&n**p;Revdex.comWard Parkway, Suite 401Kansas City, MO&n**p; 64114&n**p;Re: &n**p;&n**p;&n**p; Revdex.com Complaint ID [redacted] &n**p;&n**p;&n**p;&n**p;&n**p;&n**p;&n**p;&n**p;&n**p; Sprint Account XXXXX***, [redacted] &n**p;&n**p;&n**p;&n**p;&n**p;&n**p;&n**p;&n**p;&n**p; Sprint Case [redacted] &n**p;To Whom It May Concern:&n**p;Sprint is in receipt of the rebuttal complaint of Mr [redacted] .&n**p; We appreciate your assistance in bringing our customers’ concerns to our attention once more.&n**p; &n**p;According to Mr [redacted] ’s complaint, he expresses his dissatisfaction with the level of customer service received while attempting to have equipment charges removed from his accountHe further states that portion his concerns have been addressed, but he has not received a full refund of the upfront equipment cost that he paid at the point of saleMr [redacted] is requesting a refund.&n**p; &n**p;We spoke with Mr [redacted] on December 5, 2016, regarding his disputeHe advised that he has received a full refundAs a result of this action, this matter has been fully addressed and resolved.We appreciate Mr [redacted] for taking the time to provide us with details of his recent customer service experience.&n**p; We are continually striving to improve the quality of service provided to our customers.&n**p; Please be assured that we value customer feedback and will utilize this input to improve our training and processes.If I may be of further assistance regarding this matter, I can be reached by calling our Executive & Regulatory Services department toll-free at ###-###-####, extension ***.&n**p; I am available Monday, Tuesday, Wednesday, and Friday between 8:a.mand 5:p.m., Central Time.&n**p;Sincerely,&n**p;LaToya [redacted] 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 [redacted] , and find that this resolution is satisfactory to me Regards, [redacted] Sprint had resolved this situationRefund receivedThank for your assistance

[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.] I told I told Sprint I will not accept that offer because that is unacceptable that they offer something for free and now I would have to pay money for it if I had a way I would get out of this contract and go somewhere else I've had problems with Sprint for years now and this is just the icing on the cake my next step is I'm going to report them to the FCCI think it's so stupid for a company to offer something for free and then not have it and then make the people or person have to pay it to get it Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted] ***

[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: [redacted] I am rejecting this response because:I by no means accept their steeling and harassing consumers like me Regards, [redacted] ***

[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 [redacted] , and find that this resolution is satisfactory to meChristopher has been a great help and I am forever grateful to himThank you all very much for all your help in this matterThank you ??Have a wonderful weekend Sincerely, [redacted]

[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: [redacted] I am rejecting this response because: Regards, J *** Hello, I will be contacting them again as now I am receiving notifications that I have a leaseWhen I explicitly confirmed I was not given a leaseI have a signed contract by the Representative who is no longer there

June 8, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File [redacted] , [redacted] Sprint Account xxxxx***, [redacted] & [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry filed by Ms [redacted] We appreciate your assistance in bringing our customers’ concern to our attention According to the information received, Ms [redacted] stated that she is experiencing unresolved technical issues with her device Additionally, she expressed her dissatisfaction with having to purchase a new device since the issue cannot be fixed Ms [redacted] is requesting that Sprint review this matter and provide her with a working replacement device All new Sprint devices and/or Mobile Broadband devices come with a limited one-year manufacturer’s warranty Sprint customers are also given the option to subscribe to our Total Equipment Protection (TEP) option within the first days of activating a new device on their phone line TEP provides Sprint customers with a cost efficient way to protect themselves against loss, damage, and wear and tear to their device that is not covered under the provisions of the limited one-year manufacturer’s warranty Ms [redacted] does not subscribe to TEP therefore she would need to visit her local Sprint service and repair center for diagnostic testing At that time, if it is determined that the device has a manufacturer’s defect, and is still within the limited one-year manufacturer warranty period, she would be provided with options to replace her device or informed that she may send the defective device directly to the manufacturer for repair and/or replacement under the provisions of the manufacturer’s limited one-year warranty Ms [redacted] would be responsible for shipping costs and may have incur additional costs if the manufacturer determined the device issues are not covered by their manufacturer’s warranty If the problem with the device is not covered under the provisions of the limited one-year manufacturer’s warranty, or the warranty period for the device has expired, or she does not want to send the device to the manufacturer, Ms [redacted] has the following options: if the device has an issue that is deemed repairable by the Sprint service and repair center, she may have the device repaired or replaced for a fee at a Sprint service and repair center If the device is not deemed repairable by the Sprint service and repair center, the customer will need to purchase a replacement device Based upon on our research, our records reflect that the device was replaced on June 4, We attempted to contact Ms [redacted] on May 31, and June 5, 2017, to discuss this matter in detail and confirmed if the issue is resolved Unfortunately, we have been unable to reach herWe look forward to speaking with Ms [redacted] and encourage her to contact us regarding any concerns she may continue to have with the account Ms [redacted] should be advised that in order to discuss the details of the account, she must be able to authenticate the account As a result, we want to advise Ms [redacted] to have her PIN and security information available when she contacts usWe regret any inconvenience that these matters may have caused If Ms [redacted] still requires assistance with this matter, she can contact me by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-#### I am available Monday through Friday from 8:a.mto 4:p.m., Central Time Sincerely, Jennifer FJennifer FExecutive Services Analyst

May 25, [redacted] Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case— [redacted] Revdex.com Referral Name— [redacted] Sprint Case— [redacted] Dear Mr [redacted] : Sprint is in receipt of the above-referenced complaint of Ms [redacted] We appreciate you bringing this matter to our attention In Ms [redacted] ’s complaint, she is disputing the outstanding balance on her account A review of Ms [redacted] ’s account records reflects that her account has been consistently past due Additionally, we found that Ms [redacted] obtained an iPhone device via our Sprint Lease program in November Our Sprint Lease program is an industry-first option that gives qualified new and existing customers the flexibility to lease select Smartphones and Tablets for a lower monthly cost versus purchasing the device Lease payment varies by device and a down payment may be required and varies by customer and device With a lease option, Sprint owns the device At the end of a lease term, you can purchase the device and own it outright, return it to us, or return it to us and upgrade to the latest device For further information regarding Sprint Leasing please visit www.sprint.com/lease During our conversation with Ms [redacted] , she advised that she turned in her leased iPhone device to *** Because that device is the property of Sprint, the lease cancelation and device purchase charges are valid Additionally, Ms [redacted] disputed an Asurion deductible from October 2016, as well as a reconnection fee Although these charges are valid, we applied credits totaling $ As a result, Ms [redacted] ’s account reflects a balance due of $1,for the previously-referenced lease cancelation and device purchase charge and services rendered If Ms [redacted] has any further questions regarding his matter, she can reach me by calling the Executive & Regulatory Services department toll-free at ###-###-#### I am available Monday through Friday from a.mto p.m., Central Time Sincerely, Kala C Executive Analyst

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Assumed Answered] Complaint: [redacted] I am rejecting this response because: in SPRINT held $plus $in their escrow account gaining interest for over two (2) years until April 18, I made attempts to resolve this matter in and Yet, no resolution was sought by SPRINT until I filed this complaint Besides the fact that SPRINT customer service refused to close my account when I requested, I was intentionally overcharged for cell phone services I am entitled to the interest that SPRINT gained In order to completely close this case, I am requesting interest be paid on $ Regards, [redacted] ***

August 16, Revdex.comWard Parkway, Suite 401Kansas City, MO Re: Revdex.com File [redacted] Sprint Account xxxxx***, [redacted] *** Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry filed by Mr [redacted] ***We appreciate your assistance in bringing our customers’ concern to our attention According to the information received, Mr [redacted] stated that he received a promotional offer to buy one device and he would get a second device free He stated the he paid off one of the devices early and the promotional service credit on the remaining device was removed As a result, he requested to have the charges for the device that should be free removed During our conversation with Ms [redacted] ***, an authorized user on Mr [redacted] ***’s account on August 14, 2017, we explained that 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 BOGO offer, for a limited time, customers who bought one Samsung Galaxy Sdevice can get one Samsung Galaxy Sdevice free In order to take advantage of the buy one get one free promotional offer customers would be billed monthly for one of the devices and a recurring credit would be applied to the account for a period of months to offset the monthly charge for the second device Further, as stated in the Terms and Conditions of that promotional offer, customers who take advantage of this offer and upgrade, cancel, payoff, or perform a Change of Ownership of their monthly installment agreement, will no longer receive credits for this offerOur records reflect that when Mr [redacted] paid off the monthly installment agreement for phone number ending in ***, the recurring credit for the free device was removed as stated in the terms of the promotional offer However, since we value their business, to emulate the buy one get one free offer, we cancelled the installment agreement number [redacted] associated with phone number ending in [redacted] and applied a credit in the amount of $$to remove the remaining balance owed on that device Ms [redacted] confirmed that the issue is resolvedWe regret any inconvenience that this matter may have causedIf I may be of further assistance regarding this matter, Mror Ms [redacted] can reach me by calling Sprint Executive & Regulatory Services department toll-free at ###-###-#### extension *** I am available Monday through Friday between 8:a.mand 4:p.m., Central Time Sincerely, Jennifer FJennifer F.Executive Services Analyst

Complaint: [redacted] I am rejecting this response because: As stated in my original complaint I want the iPhone at no cost to me and the bill at the rate promisedDealing with Regina Segilos, as stated in my original response, was like dealing with a self involved teenager who was condescending and unprofessionalOn several occasions she would schedule a call and never return the callInstead of dealing with my issue she would say things like "Geez, I don't even have an iPhone 7"To which my reply is that is not my problem.My problem is I was offered something that was not given to me.I accepted the service credit for the aggravation this has caused but that is only part of an acceptable resolution.As also stated in my original response, I have been working with the location where this occurred and my last communication with the Lake Mary Florida store owners district manager Beau stated they are going to either send me a check for or credit my credit card for the full retail cost of the iPhone This was a week ago and several attempts to contact this individual have been fruitlessI will consider this matter closed once the store owners follow up wit their offer and not before.Regards, Douglas F [redacted]

[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 [redacted] , and found that the response given by Beatrice was accurateHe helped us in resolving this issueInitially I contacted support numerous times through chat, phone and even used twitter handle but no one were able to resolveIt took billing cycles for sprint to resolve this issueThis complaint can now be closed Regards, Ali [redacted] ***

April 11, Revdex.comWard Parkway, Suite 401Kansas City, MO Re: Revdex.com Complaint [redacted] , [redacted] Sprint Account XXXXX*** Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above referenced inquiry of Mr [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention According to the information received, Mr [redacted] stated that he recently completed a change of ownership on several subscriptions on his account, however; we failed to transfer the accessory installment billing agreements that were initiated by the subscribers that were moved from his account As a result, he is requesting that we transfer the accessory installment agreements to the proper account During our conversation with Mr [redacted] on April 11, 2017, we apologized for any inconvenience he may have experienced as a result of this issue Further, we advised Mr [redacted] that accessory installment agreements must remain on the account they originated on Although, the accessory installment agreements are valid, in an effort to reach an amicable resolution, we agreed to cancel the accessory installment agreements and reduce the pay-off to $ Mr [redacted] accepted the offer and is satisfied with the resolution We appreciate Mr [redacted] ’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 reviewIf 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 TimeSincerely, Tobias TExecutive Services Analyst

Tell us why hereJune 16, Kansas City Revdex.com Ward Pkwy, Suite Kansas City, MO Re: Revdex.com Case [redacted] on behalf of [redacted] Sprint Account xxxxx [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of Ms [redacted] on behalf of Mr [redacted] submitted on June 8, We appreciate your assistance in bringing our customer’s concerns to our attention Ms [redacted] ’s follfiling expressed her dissatisfaction with our customer service representatives while attempting to correct her billing issuesSpecifically, stating that the promotional lease credits are not being applied to her account as part of Sprint’s 50% off iPhone promotional offer, as well as spending several hours attempting to correct this matterMs [redacted] stated that our Customer Care group informed her on April 7, 2017, the issue would be corrected within three to five days; however, her billing concerns remain unresolvedAs a result, Ms [redacted] requested that Sprint review this matter and apply an adjustment to her account accordingly According to our records, Ms [redacted] upgraded the devices associated with phone lines ending in [redacted] and [redacted] on December 24, 2016, by activating an iPhone Plus Gold 32GB and an iPhone Black 32GB devices via Sprint’s Leasing program during the 50% off iPhone promotionPlease note for a limited time, a promotional offer was available for phone lines ending in [redacted] and [redacted] for the 50% off iPhone promotional offerSelective qualifying customers can receive 50% off iPhone upon upgrading via Sprint Leasing programFurthermore, the credit will award on the bill within three billing cyclesThere may be accounts where more than one line is upgrade eligible but not all upgrade eligible lines will be targeted for this offerThis offer is targeted by line of service and not by account Upon further review, on December and of 2016, Ms [redacted] upgraded the devices associated with phone lines ending in [redacted] and ***, by activating an iPhone Silver 32GB and an iPhone Black 32GB device via Sprint’s Leasing programPlease note, the above phone lines were not selected for the 50% off iPhone promotionWe were unable to substantiate Ms [redacted] ’s claim pertaining to the eligibility of the 50% off iPhone promotion offer for phone lines ending in ***, [redacted] and *** Based on our account review, we confirmed that phone lines ending in [redacted] and [redacted] are eligible for the 50% off iPhone promotional offerHowever, due to an inadvertent error, Ms [redacted] did not receive the promotional lease credit associated with phone lines ending in [redacted] and [redacted] until May 2017, as reflected on her May billing statementTo resolve this matter, we applied a credit of $to offset the above-referenced promotional offer from January through April billing periods We spoke with Ms [redacted] again on June 5, 2017, to further discuss her account concerns and reiterated the aforementioned information to herAs a result of our discussion, Ms [redacted] requested that we further investigate this matter and apply the appropriate adjustments to her account for the term of each Lease AgreementAccordingly, we complied with Ms [redacted] ’s request and agreed to further investigate her concerns and follwith her upon completion of our final investigation On June 14, 2017, Sprint added the 50% off iPhone promotion offer to phone lines ending in 5612, [redacted] and ***Therefore on June 15, 2017, we applied a credit of $ to offset the above-referenced promotional offer from January through June billing periodsWe attempted to follwith Ms [redacted] , without success We appreciate Ms [redacted] taking the time to provide us with the details of her experience with our Customer Care groupWe are continually seeking ways to improve the quality of service provided to our customersPlease be assured that we value Ms [redacted] as a customer and have forwarded her feedback to the appropriate managerial staff for further review We regret any inconvenience that Ms [redacted] may have experienced while attempting to resolve this matterIf Ms [redacted] has any questions concerning the issues discussed herein, she can contact me by calling the Executive & Regulatory Services department toll-free 1-855-848-ext***I am available Monday through Friday between the hours of a.mand p.m., Eastern Time Sincerely, Cheryl S Executive & Regulatory Analyst