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] On 5/22/17, I checked the status of the new claim number I received from Sprint on 5/5/ On 5/22/17, the status report I received said to check back after 5/16/ Strange seeing that 5/22/was after 5/16/ Thereafter, I reopened the initial complaint with the Revdex.com Sprint claims that it is making a one time exception to its policies in providing me with a $Visa Gift Card My wife and I met all of the terms and conditions to satisfy the requirements for the promotion Due to incompetence on Sprint's end, Sprint Customer Service registered the device improperly multiple times Only after countless hours on the phone with Sprint, sending Sprint numerous emails and letters, and contacting the Revdex.com did I receive a mildly satisfactory response from Sprint Subsequent to my reopening of my initial Revdex.com complaint, I did receive the $Visa Gift Card in the mail on 6/1/ While Sprint did try to reach me on the phone on the dates indicated in Sprint's most recent response, as I have indicated to Sprint before, I am unable to answer the phone while I am working and Sprint continues to call me during the day at times when I have told Sprint that I am working and cannot answer my cell phone Alas, the situation with Sprint concerning the $gift card has finally been resolved Though between the hassle I have received from Sprint as a long time Sprint customer, and the terrible cell service my wife and I have been experiencing, unless things improve, it won't be long before we both move onto another cell provider Regards, [redacted]

Thank you for all effort for solving our problem, we appreciate it [redacted] ***

November 30, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File [redacted] , Leon DM [redacted] Sprint Account xxxxx Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of Leon DM [redacted] submitted on November 16, We appreciate your assistance in bringing our customers’ concerns to our attention According to the information provided, MrM [redacted] stated that he encountered an unfavorable customer service experience while attempting to address his billing concern MrM [redacted] states upon remitting payments to his Sprint account, the payment amount is different than what his monthly invoice indicatesIn addition, MrM [redacted] expressed his dissatisfaction with an unauthorized payment being debited from his financial institutionAs a result, MrM [redacted] requested that Sprint review these matters and correct any billing issues associated with his account We initially spoke with MrM [redacted] on November 20, 2017, to discuss his account concerns in detail At that time, we advised him that we would review 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 pricing According to our records on March 11, 2017, MrM [redacted] activated phone lines ending in and by purchasing two LG Vdevice’s via Sprint’s 24-Month Installment Billing program and participated in our LG VBuy-One-Get-One (BOGO) promotional offer 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 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 purchased For additional information and eligibility requirements customers can visit www.sprint.com/easypay Our records further indicate that MrM [redacted] account is being awarded the BOGO credit of $per month as part of the promotional offer, which appears on the adjustment section on his monthly billing statement Please note the aforementioned credit is awarded to his account on 11th of each month, after his monthly invoice is generated on his accountTherefore, MrM [redacted] may notice that his balance will decrease after the BOGO credit is awarded to his account Based on our account review, we are unable to identify any billing errors on MrM [redacted] account In regard to MrM [redacted] ’s unauthorized payment, our records indicate, on September 28, 2017, MrM [redacted] contacted Sprint’s Finance group and remitted a payment of $towards his account balance Subsequently, MrM [redacted] contacted our Customer Care group on October 5, 2017, and requested that Sprint approve and process a refund to his financial institution in the amount of $ Accordingly, a refund was approved and process to MrM [redacted] ’s financial institution on October 6, We attempted to follwith MrM [redacted] on November 22nd and 27th of 2017, to relay the aforementioned information, without success Unfortunately, we have not yet received a return call from MrM [redacted] Should MrM [redacted] have any questions and/or concerns pertaining to the information and wish to further discuss his concern, we encourage him to contact the undersigned directly at the phone number noted below at his earliest convenience We appreciate MrM [redacted] taking the time to provide us with his feedback regarding our Customer Care group We are continually seeking ways to improve the quality of service provided to our customers Please be assured that we value MrM [redacted] ’s feedback and that his concerns have been forwarded to the appropriate managerial staff for review We regret any inconvenience this matter may have caused MrM [redacted] If MrM [redacted] would like to further discuss this matter, he can contact our Executive & Regulatory Services department toll free at 1-844-282-ext*** I am available Monday through Friday, from a.mto p.m., Eastern Time Sincerely, /s/ Romualdo F Romualdo FExecutive & Regulatory Services

October 4, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , LaShawn [redacted] Sprint Account xxxxx [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of Ms LaShawn ***We appreciate your assistance in bringing our customers’ concerns to our attention In the information provided, Ms [redacted] stated that her employee discount with the Limited Brands stopped awarding on her Sprint accountAs a result, Ms [redacted] requested credit for the missed discount she has not received for the August and September billing statements In order to receive a discount through the Sprint WorksSM Program, upon activating new Sprint services, customers must provide proof of eligibility within days and must continue to revalidate that they remain eligible for this discountStarting on July 29, 2012, customers are required to revalidate their eligibility for the discount when upgrading a device on subscriptions with an existing discount, and for subscriptions when months has passed since their previous validationOnce eligibility is validated, customers are not prompted to validate eligibility again for at least monthsTo complete the validation request customers may visit [redacted] Should Ms [redacted] not complete the validation process, she will not receive the discount Our records reflect that on August 7, 2017, an equipment upgrade occurred on one of the lines of service on Ms***’s accountPursuant to the terms of our Sprint WorksSM Program, text messages were forwarded to mobile numbers ***, [redacted] and [redacted] on August 8, Our records reflect that we received notification that the referenced upgrade accepted a Credit Union promotional offer, which was not compatible with Ms***’s employee discount, and discontinued her account’s participation in Sprint WorksSM During our September 19, 2017, conversation with Ms***, we explained the information outlined aboveMs [redacted] expressed her desire to discontinue the Credit Union promotional offer, and requested the reinstatement of her employer’s discountAs a result, on October 4, 2017, Ms***’s account was updated and we removed from the Credit Union promotional offerTo date, we had not received validation from Ms [redacted] of her employer’s eligibilityThat same date, we forward an e-mail to her advising of her discount pending validationOnce we receive the validation, we will be able to reinstate her discount within two billing cyclesWhile we were unable to identify a Sprint billing error related to Ms***’s August and September invoices, in an effort to reach an amicable resolution, account credits totaling $have been applied for the percent discount she would have received on the referenced billing statements We regret any inconvenience this matter may have caused, but are pleased that we were able to satisfactorily resolve Ms***’s reported concernsIf we can be of further assistance, she can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext***I am available Monday, Tuesday, Wednesday and Friday between a.mand p.m., Central Time Sincerely, Linda W Executive Services Analyst

June 15, Revdex.com Ward Parkway, Suite Kansas City, MO 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 inquiry of Mr [redacted] We appreciate your assistance in bringing our customers' concerns to our attentionWe regret that Mr [redacted] has again contacted your office, citing dissatisfaction with our prior response to his Sprint World Wide concern In the information received, Mr [redacted] related that he was erroneously charged $for international calls after he returned to the U.S In addition, he expressed dissatisfaction with Sprint's policy not to prorate the final monthly service charges at cancellation, and the level of service that he received in the past while managing his account As a result, he requested a $account credit We regret any misunderstanding and appreciate the opportunity to clarify this matter Although Mr [redacted] believed that he had incurred charges for international calls while deployed to another country, his May 17, 2016, invoice reflects minutes of calls that occurred on April 25, 2016, from the U.Sto another country During our June 3, 2016, conversation, Mr [redacted] confirmed that the billing was correct; however, the misunderstanding arose as a result of information that he received from our contact center specialists while attempting to gain additional information With the information in Mr [redacted] ’s account, we were able to identify the representatives who had assisted with his international billing question Please be assured that the experience that Mr [redacted] described not indicative of the level of service we expect from our employees The feedback that he provided regarding his experience was forwarded to the appropriate management staff empowered to make changes in this area We regret any inconvenience this matter may have caused Mr [redacted] If we can be of any further assistance with this matter, Mr [redacted] can contact me directly by calling our office toll-free at ###-###-####, ext [redacted] and referencing case [redacted] I am available from 7:a.mto 3:p.m., Central Time, Monday through Friday Sincerely, Stan SExecutive Services Analyst

I was happy to finally speak with someone who knew what was going on and took the time to see what happenedAll of the customer service employees that I spoke with gave me misinformation and/or rude, it was unprofessional and I wish that this has never happenedI had no problem paying my bill and the only reason I hadn't was because I was told we didn't have anything to pay, but once he finally explained what happened and why I was told differently it made me feel like they weren't just trying to push me into paying them but actually helping [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]

January 12, Revdex.com [redacted] ** *** Re: Revdex.com File [redacted] , [redacted] Account [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of Ms [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention In her inquiry, Ms [redacted] stated that she had an unfavorable customer experience during her recent equipment upgrade interaction, explaining that she received incorrect rate plan information She also advised that, although she returned the initial device associated with that interaction to us, we have not yet credited her account for the corresponding device charges Ms [redacted] requested that we credit those equipment charges and provide compensation due to her inconvenience We regret any misunderstanding that may have occurred related to Ms [redacted] ’s referenced device upgrade and device billing issues Our records reflect that she is a participant in our iPhone Forever program and that her service is active on our $Unlimited Plan with Unlimited Talk/Text/Data We also confirmed that her initially-requested upgrade to an iPhone device would have required a rate plan change and that, as a result, she returned her iPhone device to us and upgraded to another iPhone model During our conversation with Ms [redacted] on December 30, 2016, we provided the information detailed above We also advised her that credits totaling $were applied to her account to offset the disputed equipment charges on December 21, 2016, when the return of her device was confirmed by our warehouse staff In addition, although we do not compensate customers for inconvenience, we offered a $credit to offset one-half of her monthly service charge due to any delay in addressing her billing concern Ms [redacted] accepted our offer, and we applied the credit to her account as agreed We appreciate Ms [redacted] ’s taking time to provide 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 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 these concerns If we can be of further assistance with these issues, Ms [redacted] can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext#### I am available Monday through Friday between 7:a.mand 3:p.m., Central Time Sincerely, Minnie SExecutive Services Analyst

June 20, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] Sprint Account XXXXX*** Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of Ms [redacted] ’ subsequent inquiry, which was filed on behalf of the account holder, Mr [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention According to the information provided in Ms [redacted] ’ inquiry, she advises that she is keeping two phone lines with Sprint, and is requesting reimbursement for the cancellation charges being assessed by her previous carrier totaling $ In an effort to fully address this matter, we partnered with the store manager in her area We confirmed with Ms [redacted] that the buyout promotion includes up to $for each number ported to Sprint, and this amount applies only to cancellation fees, not monthly charges Furthermore, the $gift card is not applicable in full if the cancellation fee is less than $ In an effort to amicably resolve this matter, our store manager offered to apply a $account credit at the point of sale when Ms [redacted] returns the devices of her previous carrier Additionally, after all credits and reimbursements are applied, the [redacted] ’ will receive account credits and prepaid cards totaling $1, This amount includes reimbursement of cancellation charges, phone accessories, and account credits To finalize the aforementioned offer, our store manager has reached out to Ms [redacted] to ask her to come back into the store to return the phones of her previous carrier and to finalize the account credit We also talked to the account holder today, Mr [redacted] , and he accepted an account credit for any portion that is not covered by the gift cards We regret any inconvenience the [redacted] ’ may have experienced as a result of this matter If Ms [redacted] needs further assistance, she can reach me toll-free at ###-###-####, ext*** I am available Monday, Tuesday, Thursday, and Friday from 7:a.mto 5:p.m., Central Time Sincerely, Michal MExecutive Services Analyst

April 27, Revdex.com Ward Parkway, Suite Kansas 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 Ms [redacted] We appreciate your assistance in bringing our customers’ concern to our attention According to the information received, Ms [redacted] stated that when she upgraded to two new iPhone devices she received an offer from her local third-party retail location that she could get two iPhone SE devices free She stated that she did not receive the devices until March 15, 2017, when she returned to the retail location to dispute her bill in the amount of $ She stated she was advised that her bill would be adjusted; however, she is still being billed for the two iPhone SE devices and she has not received any adjustments As a result, she is requesting to return the two iPhone SE devices and to have the payment she made for the devices credited Sprint has partnered with a number of third-party retailers to distribute our products and services We are grateful for their assistance in promoting our services Our field representatives train third-party retailers on our policies, procedures, and products and regularly update resources materials for them to ensure accurate, up-to-date information is available to our existing and potential customers We regret any misinformation Ms [redacted] may have received regarding the Buy One Get One Free promotional offer and appreciate her feedback The details of her experience will be forwarded to the appropriate managerial staff empowered to make charges in this area During our conversation with Ms [redacted] on April 26, 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 pricingFor a limited time, customers who purchase an iPhone device can get an iPhone SE device free Customers must purchase the iPhone SE device at the same time via a Month Installment billing agreement and will receive a monthly account service credit to offset the cost of the iPhone SE device (Service credit is applied as a monthly service credit on the bill) Credit does not apply to the device charge and the customer must make payments toward the devices to avoid a past due balance Our records reflect that Ms [redacted] ungraded to new iPhone devices via our Telesales department, on two of the phone lines on her account on January 10, Our records further reflect that she activated two new lines of service on two new iPhone SE devices on January 13, 2017, at her local third-party retail location We advised Ms [redacted] that since she did not purchase the two new iPhone SE device at the same time that she upgraded to the iPhone devices, her account is not eligible for the free iPhone SE devices Although we sustain that the installment agreements are valid, in an effort to bring about an amicable resolution to this matter and due to any possible miscommunication that may have occurred regarding this matter, we offered to cancel the services and the installment agreement on the two iPhone SE devices and to credit the remaining balance owed on the devices with the return of the undamaged devices to our warehouse As a result, postage paid return kits were mailed to the address on file This offer is valid for a period of days from the date of this responseAdditionally, we provided bill credit in the amount of $to remove the charges associated with those two devices on her February through April invoices and the credits will reflect on her May invoice We regret any inconvenience that his 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 through Friday from 8:a.mto 4:p.m., Central Time Sincerely, Jennifer FJennifer FExecutive Services Analyst

May 3, 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 In her correspondence, Ms [redacted] stated that she is eligible for a employer discount and that prior to renewing her service agreement she was advised that the discount would be applied to her new service plan She stated that her corporate discount is not reflected on any of her invoices She was advised by one of our customer care representatives that the shared service plan she subscribes to does not qualify for a corporate discount As a result, she is requesting that we honor the offer and apply her corporate discount to the Simply Unlimited service planIn 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 Terms and Conditions and unlimited plans do not qualify for further discountsDuring our conversation with Ms***, we apologized for any inconvenience she may have experienced as a result of this issue Further, we advised her that the shared service plan she subscribes to does not qualify for any additional discount because it is already heavily discountedWe 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 reviewIf we may be of further assistance with this matter, please contact us by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-#### extension ***I am available Monday, Tuesday, Thursday and Friday from a.mto p.m., Central TimeSincerely, [redacted] *Executive Services Analyst Sincerely, [redacted] *Executive Services Analyst

July 31, Revdex.comWard Parkway, Suite 401Kansas City, MO Re: Revdex.com Case [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 In the information provided, Mr [redacted] expressed his dissatisfaction with the length of time taken for us to provide equipment credited owed to him for one of the four devices he returned to us He also advised that he terminated his Sprint services as a result of that issue and other unspecified billing concerns and disputed our referring his account information to collections prior to his receiving a final invoice from usWe regret any possible misunderstanding or delay that may have occurred related to the processing of Mr***’s referenced equipment return for credit, as well as the circumstances that led to his decision to terminate his services with us During our July 13, 2017, conversation with Mr***, we explained that, although we have been unable to verify our receipt of one of his referenced returned devices, we identified that his other equipment was received in our warehouse We also confirmed that he terminated his Sprint services four days into his then-current billing cycle, which led to our assessing a full month’s service charges for that billing periodMr [redacted] advised that he inadvertently reversed the shipping labels for two of his returned devices, which may have led to a processing error at our warehouse He also reiterated his dispute of charges assessed to his account While we are unable to identify any error on the part of Sprint regarding Mr***’s disputes, we offered to apply credits totaling $to his account to offset his final month’s service charges, an amount equivalent to his monthly service charge increase for his final three months’ services, and late fees assessed to his account between March and July as a courtesyMr [redacted] accepted our offer but disconnected our call prior to our completing the application of those credits to his account We therefore left a detailed message for him advising that the credits were applied as agreed, leaving his account with an adjusted final balance due of $2,for unpaid service charges, remaining device charges, and applicable taxes and surcharges To prevent further collections activity, we invited Mr [redacted] to remit payment of that amount in full prior to August 5, We regret any inconvenience these matters may have caused If we can be of further assistance with these concerns, Mr [redacted] 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 TimeSincerely, Clara C.Executive Services Analyst

November 2, [redacted] Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case— [redacted] Revdex.com Referral Name— [redacted] A*** Sprint Account—xxxxx [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***’s complaint, she stated that she would like to cancel phone line ending in *** Ms [redacted] stated that she was dissatisfied with the level of service that she received while attempting to resolve this matter During our conversation with Ms***, we advised that phone line ending in [redacted] was set to cancel on November 1, 2016, which is the last day of the billing cycle We confirmed that this line canceled as scheduled on November We appreciate Ms [redacted] ta [redacted] the time to provide us with the details of her experience with our customer service team We are continually see [redacted] ways to improve the quality of service provided to our customers Please be assured that we value Ms***’s feedback and that her concerns have been forwarded to the appropriate managerial staff for further review If I may be of further assistance with this matter, you 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

[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 Although some of the events that happened were left out about the process to reach this solution Regards, [redacted]

February 8, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] Sprint Account xxxxx Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced rebuttal filed by Ms [redacted] on behalf of Sprint account holder [redacted] We appreciate your assistance in bringing our customers’ concern to our attention once more In her inquiry, Ms [redacted] has requested clarification regarding Sprint’s unlocking policies regarding an Apple iPhone 6s device purchased and activated on Sprint's network Ms [redacted] has indicated that she paid for her device in full and she attempted to contact our Customer Care multiple times to unlock her device; however, her device was not active for a month and her unlock request was not resolvedAs a result, she is requesting a refund for service paid and time spent awaiting her device to be unlocked Unlocking a device 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 your device to allow you to insert another carrier’s SIM card (either domestically or internationally) Unlocking a device will not necessarily make a 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 unlocking may be found at www.sprint.com/unlock Sprint will unlock a device under the following circumstances: Any associated service agreement, Installment Billing agreement, or Lease agreement has been fulfilled including payment in full of any applicable Early Termination Fees or end-of-lease/installment billing purchase optionsThe associated account is in good standingThe device has not been reported as lost or stolen, associated with fraudulent activity, or otherwise flagged as ineligible to be unlocked The device has been active on the Sprint Network, currently or in the past, for a minimum of days We confirmed that Mr [redacted] ’s iPhone 6s device is eligible for SIM unlocking Please note that the SIM unlock was transmitted to the device in question on January 5, We regret any possible misunderstanding that may have occurred regarding our unlock policy and any delay in having her devices unlocked Howeveras per the Terms and Conditions of Service, Sprint is not required to provide compensation to its customers in an effort to resolve the concerns that are brought to our attention Therefore, Sprint must respectfully; deny Ms [redacted] ’s request for compensation We regret any inconvenience that this matter may have caused If we can be of further assistance, we can be reached at the Executive & Regulatory Services department toll-free at 1-888-282-8211, extension *** I am available Monday through Friday, between 7:a.mand 4:p.m., Central Time Sincerely, Sean JExecutive Services Analyst

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 meRegards, [redacted] ***

May 24, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] -Rebuttal, [redacted] Sprint Account xxxxxx [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced rebuttal of Mr [redacted] ***We appreciate your assistance in bringing our customers' concerns to our attention and regret the circumstances that led to Mr [redacted] contacting your office once againIn his rebuttal, Mr [redacted] stated that a promised credit has not been applied to his account We regret any possible misunderstanding that may have occurred regarding Mr***’s referenced creditOur records reflect that we processed a refund check to him in the amount of $on March 14, 2017, for accessories that he returned to the point of sale within our 14-day Sprint Satisfaction Guarantee timeframe and that the check was sent to Mr***’s billing address of record on or near that dateOur records further reflect that the refund check was negotiated on March 28, 2017, as we explained to Mr [redacted] during our April 13, 2017, conversation with him Because we are unable to identify any error on the part of Sprint related to this matter or any additional credits owed to Mr***, we attempted to contact him via telephone and e-mail on May 18, 19, 22, and 24, 2017, to discuss his reported concerns in detailRegrettably, we were unsuccessful; therefore, we sent a letter to him at his address of record on May 19, 2017, acknowledging our receipt of his rebuttal and inviting him to contact us directly if his reported concern remains unresolvedMr [redacted] has regrettably not yet responded to any of our contact attempts We regret any inconvenience this matter may have caused Mr***; however, we believe that we have fully resolved his credit concernIf we can be of further assistance regarding this issue, Mr [redacted] can contact me directly by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext***I am available Monday and Wednesday through Friday between a.mand p.m., Central Time Sincerely, Linda W Executive Services Analyst

July 31, Revdex.comWard Parkway, Suite 401Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] Sprint Account XXXXX*** Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of Ms [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention In the information provided, Ms [redacted] disputed a Sprint debt for which she received notification from a collections agency, advising that she has no contractual obligation with that agency She requested that the negative entry be deleted from her credit report We regret any possible misunderstanding that may have occurred related to the status of Ms [redacted] ’ referenced Sprint billing Our records reflect that she activated Sprint services on March 19, 2015, and that her Sprint account was closed due to non-payment of her past-due balance on November 9, Information regarding her past-due $1,account balance was forwarded to an outside agency for collection on that dateDuring our July 11, 2017, conversation with Ms [redacted] , we explained the information outlined above and sustained that the account balance and subsequent collections referral were valid Ms [redacted] advised that she is not disputing the amount but that she was advised that she could remit payments in installments to prevent referral to her credit reporting We informed her, however, that we have no record of any arrangement between her and the outside collections agency assigned to her account and that we have received no payment from her We then explained to Ms [redacted] that, because we are unable to identify any error on the part of Sprint regarding her undisputed account balance or the delivery of her invoices, and based on the information outlined above, we must respectfully decline her request We also recommended that, to prevent further collections activity, she remit payment to satisfy her past-due balance in full or contact the outside collections agency assigned to this matter, Diversified Services, toll-free at ###-###-####, to discuss other payment or possible settlement options Ms [redacted] indicated her understanding of the information providedWe regret any inconvenience this matter may have caused If we can be of further assistance with this concern, Ms [redacted] 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 TimeSincerely, Clara C.Executive Services Analyst

June 26, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [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] We appreciate your assistance in bringing this matter to our attention In Ms [redacted] ’s complaint, she stated that she visited a Sprint store in November and was offered our unlimited tablet plan for $ Ms [redacted] subsequently received an invoice for higher than the price that was quoted and is disputing the resulting charges Our records reflect that the $unlimited tablet promotion available at that time was contingent upon at least one active voice line on the same account and the tablet being purchased at full price or obtained via our installment billing option During our conversation with Ms [redacted] , we explained that she obtained two tablets at a discounted rate in exchange for a two-year agreement for each one, rather than via our installment billing option Additionally, no voice line was active; therefore, Ms [redacted] was charged $for the unlimited data tablet plan, $upcharge for no voice line and a $subsidized device charge, per tablet line Our records further reflect that Ms [redacted] ’s services were canceled in March for non-payment Although the charges are valid, we offered to credit the charges in full in exchange for Ms [redacted] ’s returned tablet devices We mailed Ms [redacted] kits to facilitate the return of her tablets and will credit the balance in full contingent upon the receipt of both tablets in our warehouse and in good condition within the next days If we may be of further assistance with this matter, you can reach us 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

Tell us why here...June 19, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case: [redacted] , [redacted] T [redacted] Sprint Account: xxxxx [redacted] Sprint Case: [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of [redacted] T [redacted] submitted on June 7, We appreciate your assistance in bringing our customer’s concerns to our attention Ms [redacted] filing expressed her dissatisfaction with the lack of coverage in her new home service areaMs [redacted] further expressed her dissatisfaction with Sprint denying her a refund for the credited balance of $as reflected on her accountMs [redacted] requested that Sprint review these matters and respond accordingly Sprint has reviewed Ms [redacted] ’s complaintWe regret that her experience with service in her new home service area may not have met her satisfactionPlease be advised that we spoke with Ms [redacted] on June 13, At that time, we advised Ms [redacted] that a network ticket was submitted in regard to her network concernsOur engineers have confirmed that Ms [redacted] is on the fringe of our coverage areaAs such, her coverage is limited by multiple factors, including terrain challenges, obstructions such as buildings, foliage, antenna height and other limitationsBased on this information, Ms [redacted] has elected to port-out her lines of service once she obtains a new wireless service providerPlease note that Ms [redacted] has satisfied her Service Agreements; therefore, she would not be assessed any cancellation fees upon the cancellation of her account In regard to Ms [redacted] ’s refund request for the credit balance reflected on her accountWe have approved and processed a refund check in the amount of $on June 13, 2017, which will be forwarded to the billing address on fileWe ask that Ms [redacted] allow 7-business days to receive the refund check from date of approvalMs [redacted] acknowledged the information that was relayed to her and was satisfied in Sprint’s efforts to resolve her concerns We regret any inconvenience Ms [redacted] may have experienced while attempting to resolve these mattersIf we may be of further assistance, Ms [redacted] can reach us by calling the Executive & Regulatory Services Department toll-free at ###-###-####We are available Monday through Friday from a.mto p.m., Eastern Time Sincerely, /s/ Dar-Sheen L [redacted] Dar-Sheen L [redacted] Executive & Regulatory Services

May 16, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Inquiry [redacted] , [redacted] Sprint Account xxxxx [redacted] Sprint Case [redacted] To Whom It May Concern: We appreciate your assistance in bringing the concern of Ms [redacted] to our attention We regret any inconvenience that she may have experienced in this matter According to the information provided in the complaint, Ms [redacted] indicates that she established her account in November at a third party store She also indicates that her account’s five lines of service were provisioned in conjunction with a service plan that provides a $monthly credit per line of service with AutoPay being established on her account She states that she did not realize that the phone numbers that she ported to Sprint would need to subsequently be activated with Sprint phones Ms [redacted] states that some of the account’s end users indicated that they were not satisfied with the network coverage that they received in their individual service areas She also states that she was not satisfied that she was provided one Airave signal enhance device at no charge and could not be provided three Airaves at no charge She indicates that one of the account phone numbers was ported to another company and that the day Satisfaction Guarantee period was extended in order that she can return the associated phone past the day Satisfaction Guarantee period without incurring phone cancellation charges Ms [redacted] states she was assessed charges for international calls She also states that she established a payment arrangement at www.sprint.com for a past due balance and that an additional payment was required to restore her account’s service She further indicates that she did not realize that the phone leases associated with an account Buy One Get One (BOGO) promotional offer would need to have the same lease timeframe And last, based on the information received, Ms [redacted] also states that she had an unfavorable experience while attempting to resolve her concern During our discussion with Ms [redacted] , she indicated that she would contact us back to discuss her above-referenced concerns Upon her returned call, we will address her outstanding account concerns According to our initial review of the account records, the charges assessed on the account are valid We also confirmed that the terms of the BOGO promotion indicate that the timeframe for the associated two phone leases reflect the identical length of time In order to review the network coverage concerns of some of the account’s end users, it will be necessary to speak with Ms [redacted] to determine the towers causing the network coverage dissatisfaction We appreciate Ms [redacted] 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 customer feedback and will utilize this input to improve our training and processes If Mr [redacted] 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