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Address: 6200 Sprint Pkwy, Overland Park, Kansas, United States, 66211
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October 21, To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of Mr [redacted] regarding Sprint account XXXXX***We appreciate your bringing our customer’s concerns to our attention and regret the circumstances that led to Mr [redacted] ’s contacting your agency once againIn his rebuttal, Mr [redacted] disputed our response to his previous filing, citing that he did not receive his replacement iPhone device, and is concerned that his service may be interrupted prior to receiving it During our October 17, 2016, conversation with Mr [redacted] , we advised that we placed a temporary billing hold on his Sprint account to prevent his service from being interrupted until he activates the new device and his current device is received in our warehouseMr [redacted] has agreed to follow up with our office directly after he receives the replacement device and returns the current one in his possessionAfter it is received in our warehouse, credits totaling $will be applied to his account to offset the equipment charges, applicable taxes, regulatory charges and surcharges Mr [redacted] accepted our response and is satisfied with the actions that were taken on his accountIf we can be of further assistance regarding these matters during the interim, Mr [redacted] can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, extension ***I am available Monday through Friday between 8:a.mand 4:p.m., Central Time Sincerely, [redacted] * Executive Services Analyst
December 5, 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 December 5, We are confident the issues outlined in the complaint have been addressed and resolved In the inquiry, Ms [redacted] indicated she canceled a line of service that was under a device lease purchase option She was assessed a $lease cancellation fee, which she paid but has been billed $because she did not return the device As a result, she is disputing the $fee We reviewed Ms [redacted] ’s account and phone number ending [redacted] purchased a device under the lease program on July 5, This phone number ported out on November 18, She was charged a $lease cancellation fee plus $in taxes and fees In addition, she was charged the $End of Lease (EOL) because the device was not returned to us At the end of the lease, the customer can purchase the device for the EOL fee or return the device to us This information is outlined in Ms [redacted] ’s lease agreement As a result, the EOL fee is valid In an effort to reach an amicable resolution for a valued customer, we ordered Ms [redacted] a prepaid envelope to facilitate the return of her leased device When the device is received in our warehouse, we will credit her EOL fee and the $lease cancellation fee We will refund the remaining credit balance 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, [redacted] HExecutive Services Analyst
September 1, Revdex.comWard Parkway, Suite 401Kansas City, MO Re: Revdex.com Complaint ID [redacted] Sprint Account XXXXX***, [redacted] *** Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced complaint filed by Mr [redacted] *** We appreciate your assistance in bringing our customers’ concerns to our attentionMr [redacted] has requested clarification regarding Sprint’s unlocking policies regarding two Apple iPhone Plus devices purchased and activated on Sprint's network Mr [redacted] has indicated that he would like the devices unlocked.Unlocking a device is a general term that refers to one or more types of device unlockingMSL 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 networkUnlocking also refers to enabling the SIM slot of the device to allow another carrier’s SIM card to be inserted (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 [redacted] .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 options The associated account is in good standing The 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 daysWe confirmed that Mr***’s iPhone Plus devices associated with phone numbers ending [redacted] and [redacted] are eligible for SIM unlocking Please note that the SIM unlock information was transmitted to the device in question on August 26, Should Mr [redacted] have any further questions regarding this issue, I can be reached by calling our Executive & Regulatory Services department toll-free at ###-###-####, extension *** I am available Monday through Friday from 7:a.mto 3:p.m., Central Time.Sincerely, April [redacted] Executive Analyst
Good morning,I received a call from Sprint and they agreed to resolve the issueThey cancelled my lease with the Gand I was then able to upgrade to a different phone.If you need any additional information, please let me know Thank you so much for your assistance.Sincerely, [redacted] [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 me Regards, I would like to personally thank [redacted] and [redacted] for finally implementing the return kit processMy phone have been returned and this is reflected on the billThank you [redacted]
Sprint is in receipt of the above-referenced inquiry of Ms [redacted] regarding our Boost Mobile productWe appreciate your assistance in bringing our customers’ concerns to our attentionIn her inquiry, Ms [redacted] expressed her dissatisfaction with her interaction with our Boost Mobile Customer Care representatives, citing that after multiple troubleshooting attempts to address her malfunctioning device, she continues to have issues with the screen freezingAs a result, she requested that Boost Mobile replace her malfunctioning device We appreciate Ms [redacted] ’ taking the time to provide us with the details of her experience with our Boost Mobile Customer Care representativesWe are continually striving to improve the quality of service provided to our customersPlease be assured that we value customer feedback and that these concerns have been forwarded to the appropriate managerial staff for further review During our August 4, 2015, conversation with Ms [redacted] , we provided the information outlined aboveWe further informed her that we regret any inconvenience this matter may have caused herHowever, our Boost Mobile Terms and Conditions outlines that new Boost Mobile equipment is sold with a one-year manufacturer’s warrantyBoost Mobile does not manage those warranties, and any equipment issues requiring warranty assistance should be directed to the equipment manufacturerMs [redacted] expressed her understanding of our policies and agreed to contact the device manufacture for further assistance In addition, as a demonstration to our commitment to customer excellence, we offered to send Ms [redacted] a complementary device as a one-time courtesyWe are pleased to inform you that Mr [redacted] accepted our offer to send her a complementary device Ms [redacted] should receive the device in three to five business daysAs such, we believe this matter has been fully addressed If you have questions regarding this issue, please contact me directly at [redacted] or by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####I am available Monday through Friday between 7:a.mand 3:p.m., Central Time Sincerely, Kendra O [redacted] Executive Services Analyst
I receive a call from a Sprint technical support rep who stated to me that there is nothing that can be done regarding the poor quality of service I received (numerous dropped calls, numerous failed text/SMS messages, no internet connection)I was told that this is the service I will receive in the area that I am in and I was offered NO resolution, no credits for the poor serviceI will NOT issue a full payment to Sprint for such poor services, the account needs to be credited for EVERY dropped call, failed text/SMS and failure to connect to the internetI will NOT pay for what I did not receiveIf this is not settled I am prepared to seek legal action Complaint: [redacted] I am rejecting this response because: Regards, [redacted]
June 27, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] Account XXXXX [redacted] Case [redacted] To Whom It May Concern: Sprint is in receipt of the supplemental inquiry filed with your office by Mr [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention In Mr [redacted] ’s follow up filing, he indicated on February 13, 2017, he logged into his account and discovered his bill was over $2, He also noticed that his e-mail and billing address was changed in addition to new lines of service being added He further stated that he contacted us to report the matter and it was forwarded to our fraud team for further review Mr [redacted] also stated he was told not to make a payment on his account, to update his account security settings, and that he would be contacted after the investigation was completed In April 2017, he stated that he received a text message from us reminding him to pay his bill He logged into his account, and confirmed he was assessed additional monthly service charges as well as late fees Mr [redacted] is requesting we compensate him for his trouble and time He also mentioned that he declined a previously offered $account credit related to this matter As a result, he is requesting we review these matters We have thoroughly reviewed Mr [redacted] ’s concernsPlease note, when an account is undergoing a fraud review, we request that customers pay their bill amount each month In addition, we request our customer change their account security information to protect their account security We reviewed Mr [redacted] ’s account and add-a-phone fraud was confirmed As a result, credits were applied for the fraudulent lines of service on February 16, The credits were applied within three days of the reported fraud Normally, any late fees assessed to Mr [redacted] ’s account after this time would be considered valid; however, we would like to speak with Mr [redacted] so that we can issue an account credit for these fees, as a gesture of goodwill, and address any outstanding account concerns However, Mr [redacted] is still responsible for paying his monthly service charges In an effort to reach an amicable resolution, we attempted to reach Mr [redacted] on June 22, and 26, 2017, via phone line ending in [redacted] and email; however, we have been unable to speak with him We previously mailed a letter on May 25, Unfortunately, our contact attempts have been unanswered In order to address Mr [redacted] ’s concerns, we will need to speak with him We invite Mr [redacted] to contact our office at his earliest opportunity so that we can fully address his account concerns We can be reached by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####, extension *** I am available Monday through Friday between 8:a.mand 4:p.m., Central TimeSincerely, Ann HExecutive Services 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:Sprint needs to cover the charges for the cell phones, due to mis information from staffRemove all negative credit reporting information to make this situation right Regards, [redacted] ***
July 28, Revdex.comWard Parkway, Suite 401Kansas City, MO Re: File [redacted] , [redacted] Account XXXXX*** Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of [redacted] ***We appreciate your assistance in bringing our customer’s concern to our attention According to the information provided, Ms [redacted] stated that she was offered a fourth line and it would be added to her existing plan that waived a $access feeHowever, the line has not received the waiver and has been billed $since December She also made a claim for her lost device and was informed that the monthly insurance rate has increased to $Ms [redacted] is requiting that all the lines on her account have the same rate plan and waive the $access feeWe spoke with Mr [redacted] on July 27, 2017, regarding her concernsWe reviewed the account and confirmed that line ending in [redacted] was added to the account in December 2016; however, the access fee waiver code was not appliedFurther, the access waiver code was removed from line ending in [redacted] in June 2017, after the device was changedTo address this issue, we have added the waiver to both lines which will reflect on her August invoiceWe also applied a credit of $for the months that the waiver did not applyMs [redacted] also understands that the monthly Total Equipment Protection rate increase to $due to the smart device she hasMs [redacted] advised her concerns are now resolved We regret any frustration this these matters may have caused If we can be of further assistance, Ms [redacted] can contact me directly by calling the Sprint Executive & Regulatory Services Department toll-free at ###-###-####, ext*** I am available Monday through Friday between a.mand p.m., Central TimeSincerely, Michael G.Executive Services Analyst
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the resp BecauseIf no reason is received your complaint will be closed as Assumed Answered] Complaint: [redacted] Because they are still saying I have to pay over $on my current bill which billed incorrectly I am rejecting this response because: Regards, [redacted]
May 10, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] Account xxxxx [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above inquiry We appreciate your assistance in bringing our customers’ concerns to our attention According to the information received, Ms [redacted] stated that she received a promotional offer via email for an Unlimited Freedom plan for $for subscriptions She stated that signed up for the promotional offer and received a confirmation email that the price plans would be effective in 1-billing cycles However, when she reviewed her invoice the service plan did not reflect the change and she was later informed that the promotional offer had expired She stated that she was later offered another price plan; however, she declined the offer since it was not the initial promotional offer that she states she received Ms [redacted] requested that Sprint review this matter and honor the $Unlimited Freedom plan for lines of service promotional offer she received 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 With respect, we would note that any invoice balance estimate provided by Sprint would not constitute a promise of future invoice balances Changes to taxes, service plan selections including the addition of a device Lease or Installment billing option, additional purchases or subscriptions, would inherently result in invoice balance changes We spoke with Ms [redacted] on May 1, 2017, in an attempt to explain the details about the promotional offer, the email offer she received and requirements for Unlimited Freedom plan Ms [redacted] declined further discussion about her concerns Upon reviewing Ms [redacted] ’s account information our records reflect that the promotional offer was through a different company Our records further reflect that she submitted a request to enroll in the Sprint Discount program on March 2, 2017, and she was sent an email on March 3, 2017, to confirm her account was enrolled in the Sprint Discount Program for IBM employees and the discount would reflect on her account within 1-billing periods off eligible price plan We made a subsequent attempt to contact Ms [redacted] to discuss the matter in detail and to review available service plans However, she again declined further discussion We regret any inconvenience this matter 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 ###-###-#### extension *** I am available Monday through Friday from a.mto 4p.m., Central Time Sincerely, [redacted] R Executive Services Analyst
June 5, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case 12154634, [redacted] Sprint Account xxxxx9618, [redacted] Sprint Case To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of [redacted] on behalf [redacted] submitted on May 14, We appreciate your assistance in bringing our customers’ concerns to our attention According to the information provided, Mr [redacted] indicates that a payment in the amount of $was deducted from his bank account without his knowledgeMr [redacted] requested that we refund the disputed payment and provide him with an explanation of the associated charges Sprint has reviewed Mr [redacted] ’s complaintAccording to our records, Mr [redacted] established an account with Sprint on September 12, Our records further indicate that Mr [redacted] established a line of service on the account associated with phone line ending in on December 22, Upon further review, we have confirmed that Mr [redacted] upgraded the device associated with the aforementioned phone line on January 15, 2015, by activating a Samsung Galaxy Sdevice via Sprint’s 24-Month Leasing programPlease note that the signed copy of the Lease Agreement reflects Mr [redacted] ’s nameFurthermore, on April 19, 2016, Mr [redacted] cancelled phone line ending in 5987, prior to fulfilling the terms of his respective Lease AgreementAs a result, the account was assessed Lease cancellation and Lease Device Purchase amount charges, which was paid in full as reflected on the May billing statement Furthermore, our records indicate Mr [redacted] ’s account was cancelled due to nonpayment of the outstanding account balance of $This balance represents data overage charges associated with phone line ending in due to exceeding the 1GB of data in Sprint’s Framily plan, monthly recurring charges, late fees and applicable taxes as indicated on the August through February billing statements During our discussion with Mr [redacted] on June 1, 2017, who authenticated the account on behalf of Mr [redacted] , we confirmed that in accordance with the Terms and Conditions of Mr [redacted] ’s Wireless Agreement and the Lease, Sprint is authorized to charge any payment method provided to us to satisfy amounts owed to for SprintFor additional information regarding this matter, please visit www.sprint.com/termsandconditionsFurthermore, Sprint sent a letter to Mr [redacted] on April 18, 2017, advising him that the outstanding account debt payment would be processed within days from the date of the letter After further research we determined that Mr [redacted] ’s financial account information was stored in Mr [redacted] ’s account wallet in our billing records for future payments towards the accountThis led to the processing of the above-referenced paymentIn response to this matter, we have agreed to refund the full amount of the charge to Mr [redacted] ’s financial accountDuring our discussion with Mr [redacted] we apologized for the inconvenience and provided the resolution above We regret any inconvenience that Mr [redacted] may have experienced while attempting to resolve this matterIf we can be of further assistance, Mr [redacted] can reach us by calling the Executive & Regulatory Services department toll-free at 1-855-848-3280, ext***I am available Monday through Friday from 7:a.mto 4:p.m., Eastern Time Sincerely, /s/ [redacted] S Executive Services Analyst
May 31, Consumer Specialist Kansas City Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case # [redacted] , [redacted] Sprint Account # [redacted] Sprint Case # [redacted] To Whom It May Concern, Sprint is in receipt of the above-referenced complaint of [redacted] submitted on May 16, We appreciate your assistance in bringing our customer’s concern to our attention Ms [redacted] ’s filing expressed her dissatisfaction with an unauthorized Sprint account being established in her name using her personal information, without her authorization or knowledge Ms [redacted] further expressed her dissatisfaction with the outstanding account balance being forwarded to an outside collections agency Ms [redacted] requested that Sprint review this matter, adjust the erroneous charges, and remove all negative reporting from the credit bureaus Sprint has reviewed Ms [redacted] ’s complaintOur Fraud Management group has investigated this matter on May 24, 2017, and determined that the account in question was fraudulently established by an unknown third-party in Ms [redacted] ’s name Please note that our Fraud Management group applied the appropriate adjustments to negate the fraudulent charges, leaving the account closed with a zero balance In addition, a request will be submitted to the credit bureaus to have all negative reporting removed from this inquiry We ask that Ms [redacted] allow up to days for completion of this process Furthermore, our Fraud Management group mailed a settlement letter to Ms [redacted] ’s address provided in her complaint We communicated with Ms [redacted] via e-mail on May 26, 2017, and advised her that her concerns have been addressed and resolved by our Fraud Management groupWe regret any inconvenience this matter may have caused Ms [redacted] If I may be of further assistance, Ms [redacted] may reach me directly by calling the Executive & Regulatory Services department toll-free at ###-###-####, Monday through Friday, between 9:a.mand 6:p.m., Eastern Time Sincerely, /s/ William [redacted] William [redacted] Executive & Regulatory Services
April 5, Revdex.com [redacted] Re: Revdex.com Case [redacted] , [redacted] Sprint Account [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of Mr*** [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention According to the information provided in Mr [redacted] ’s inquiry, he states that he established service with Sprint under the “Cut Your Bill in Half” promotion and was supposed to receive a credit for all of his Verizon Early Termination Fees (ETFs)He has since learned that his tablet line was not subject to receive the promotional buy out reward cardsHe has received the promotional gift cards for his phone lines, however; he states that, at the point of sale, he was not advised that his tablet line was not eligible for the buy out gift cardsAs a result, he is requesting that Sprint pay his Verizon tablet ETFs On December 5, 2014, Sprint launched its new promotional offer, Cut Your Bill in Half Event, encouraging Verizon and AT&T customers to switch to Sprint and Sprint will cut their monthly rate plan in halfFor a limited time, Sprint will provide unlimited talk and text to anywhere in the U.Swhile on the Sprint network and Sprint will match the customer’s data allowance for one-half of the cost they are currently paying for their monthly rate plan Verizon and AT&T customers switching to Sprint need to follow these simple steps to take advantage of this limited-time offer: Visit www.sprint.com/halfprice to upload a copy of their current bill Bring a copy of their latest bill and all of the phones on their Verizon or AT&T account to turn in to their local Sprint store A Sprint representative will select the service plan that most closely matches the data allowance in their current monthly rate plan Get their new phone with one of our leasing options, Sprint Easy Pay(SM) installment billing, or pay full retail price for the device The discount applies to base service plan onlyExclusions and restrictions applyMore information about Sprint’s Cut Your Bill in Half Event can be found at www.sprint.com/halfprice Our records reflect that Mr [redacted] ported wireless telephones (xxx) xxx-***, (xxx) xxx- [redacted] and tablet line (xxx) xxx- [redacted] to Sprint on December 5, We confirmed that Mr [redacted] uploaded his previous carriers invoice via the www.sprint.com/joinsprint website, as required and received the promotional buy out reward cards for his wireless phone linesHowever, because his tablet line did not qualify for the “Cut Your Bill in Half” promotion, he did not receive the promotional gift cardsAs a result, we are unable to detect a Sprint error in regards to the AMEX GIFT cards for his tablet line ending ***However, due to any possible miscommunication, and in an effort to bring closure to this matter, Sprint applied credits totaling $to his account on April 5, 2016, to offset the ETF incurred by VerizonThis is a one-time exception and no further credits will be issued regarding this matterMr [redacted] understands that he is subject to the Terms and Conditions of our Service, including promotion offers, moving forwardHe expressed his satisfaction with this resolution We appreciate Mr [redacted] for taking the time to provide us with the details of his experienceWe regret any confusion that occurred regarding our CYBIH promotion requirements and detailsWe are continually striving to improve the quality of service provided to our customersPlease be assured that we value his feedback and that his concerns have been forwarded to the appropriate managerial staff for further review If Mr [redacted] has any further concerns regarding this matter, he may contact me by calling the Executive & Regulatory Services department toll-free at ###-###-####, ext***I am available Monday through Friday between a.mand p.m., Central Time Sincerely, [redacted] Executive Services Analyst
We were told we would be shipped a new airwave device, they have shipped us a new airwave device already previously and it does power on but does not workThen we were shipped a new "booster cord" that was supposed to fix the problem but did notNow they since filing this complaint and speaking to us Tarrence said a new device would be shipped within 3-days that should fix the problemIt has been days and we still have not recieved the new device that is supposed to fix the problemWe still have no service and its been monthsWe called Tarrence today and he said he put the order in and should be hereHe then said he would call us right back and never called backIts more of the same with Sprint, poor coverage and poor customer serviceAt this point I am doubtful that even if they did actually ship us a new airwave device that it will actually work Complaint: [redacted] I am rejecting this response because: Regards, [redacted] ***
September 27, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] M [redacted] Sprint Account XXXXX [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-noted inquiry of [redacted] *** We appreciate your assistance in bringing our customers’ concerns to our attention In her inquiry, Ms [redacted] expressed her dissatisfaction with the length of time taken for us to provide a refund owed to her after she canceled her Sprint services and described her unfavorable customer experience during her attempts to address that matter She requested that we provide her refund promptly We regret the circumstances that led to Ms***’s decision to terminate her Sprint services, as well as any possible misunderstanding or delay that may have occurred with the processing of her requested refund Our records reflect that Ms [redacted] activated her Sprint services on May 12, 2017, but canceled those services on May 15, 2017, within our 14-day Satisfaction Guarantee timeframe During our conversation with Ms [redacted] on September 14, 2017, she confirmed that she received a partial refund of $71.27; however, she is still owed a partial refund of $to offset the entire amount of her initial payment of $that was remitted on May 12, 2017, at the point of saleShe agreed to send copies of her proof of payment for our review We received Ms***’s payment documentation and forwarded that information to our Finance department for review On September 27, 2017, we followed up with Ms [redacted] and informed her that her refund of $processed to her bank card on file the same day We also advised that, although that transfer is typically immediate; however, some banks may delay releasing funds to individual customer accounts, and we suggested that she contact her bank for details of their refund policy We thanked Ms [redacted] for taking time to provide details of her experiences with our retail and Customer Care representatives We advised that we are continually striving to improve the quality of service provided to our customers We also assured her that we value customer feedback and that these concerns will be forwarded to the appropriate managerial staff for further review We regret any inconvenience these matters may have caused Ms***, as well as the loss of her business If we can be of further assistance with these matters, 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 Time Sincerely, [redacted] *Executive Services Analyst
March 27, Kansas City Revdex.com Ward Pkwy, 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 inquiry of [redacted] submitted on March 17, We appreciate your assistance in bringing our customers’ concerns to our attention In Ms***’s follow up filing, she expressed her dissatisfaction with her attempts to address her Referral program concerns on behalf of the account holder, specifically stating that she was provided with incorrect information regarding the Referral programMs [redacted] stated that she was advised that she would receive a $Referral Reward Card for her own personal account and that the account holder would receive a $Referral Reward CardHowever, both parties’ registrations were deniedAs such, Ms [redacted] requested that Sprint review this matter and process the Referral Reward Card registration for the account holder totaling $ Sprint has reviewed Ms***’s complaintAs stated in our initial response, we regret any possible misunderstanding that may have occurred related to the terms of our Referral Reward Promotional offerPlease be advised that Sprint’s Referral Reward program provides our customers (referrer) with a $American Express reward card when they refer a new qualifying customerAll Referrers must have an active Sprint wireless account in good standingThe Referrer is eligible for $reward each time they refer a new customer to Sprint, up to $in rewards during this calendar yearThe new customer (referee) must be a new-to-Sprint account; add-a-lines are not eligible and they must enroll in our Lease or Monthly Installment Billing programFurthermore, the new customer (referee) must purchase the equipment in a Sprint branded location, such as a company-owned store, preferred dealer, Telesales, or via sprint.comAlso, the new customer receives a $reward cardHowever, both parties are required to register for the program via our website, www.sprint.com/referral Additionally, both parties will receive a confirmation email advising them of the status of their registrationOnce approved, both parties will receive the aforementioned reward card within to weeksPlease be advised that our records indicate that the account holder’s two lines of service did not qualify for the Referral programFurthermore, our records initially reflected that the referee did not register for the Referral programAs a result, no promotional errors were confirmed We communicated with Ms [redacted] via email on March 6, 2017, and relayed the aforementioned information to herFurthermore, in an effort to further resolve her concerns, we advised her to forward any/all supporting documentation within days from the date of this letter for further review and considerationAs such, Ms [redacted] forwarded her confirmation numbers to the undersigned that were reviewed by our Referral Reward departmentBased on an additional review, on March 21, 2017, Sprint processed two, $Referral Reward CardsOn March 23, 2017, we communicated with Ms [redacted] via email and confirmed the processing of the aforementioned Referral Reward Cards, which she will receive within three weeksMs [redacted] has expressed her satisfaction regarding the resolution of her concerns We regret any inconvenience this matter may have caused Ms*** If we can be of further assistance with this issue, Ms [redacted] can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext***I am available Monday through Friday between a.mand p.m., Central Time Sincerely, Chanda L Executive and Regulatory Services 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: it seems that sprint is continuing to not listen, and just keep on insisting on there narrativeits like talking to a pollution the facts are my daughter changed her service because of the billing her number is the one ending in **she asked what the charges were to cancel they gave her a number and it was paid in fullthey didn't want the phone since it was broken on the next occasion after being on the phone for what seemed like hours, I finally got a person that spoke good enough English for me to understand she identified herself as Jersy and gave me a case number of*-***-*** after going back and fourth for a long time we settled on an amount for the monthly service charge (126.83) for payment in fullthis was on Wednesday July 5thconformation # [redacted] on the following Saturday they turned off my phone for nonpayment and clamed I didn't make the payment and couldn't find anyrecord of my daughter's eithermy daughter supplied the with the date, bank, and transaction numberthey sead they could not find mine either there fuddle attempt to keep records and failure to accept responsibly for there errs is in my opinion justification for voiding service I sent the two remaining phones back over a week ago however the were requesting my sons phone ending in [redacted] and my daughters ending in **it should have been my sons and mine since my daughter already paid for hers when she got another carrier the two working phones have been returnedif they want my doughters broken phone, they can have it just another example of how they mess up everything they touch both mine and my douthers payments have been withdrawn from our accounts , we are in my opinion totally payed in full thank you Regards, [redacted]
[A def**lt letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Better Business Bure**: 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] **