Sprint Corporation

August 12, Revdex.comWard Parkway, Suite 401Kansas City, MO Re: Revdex.com Case [redacted] , [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 our customers’ concerns to our attention According to the information provided in Ms [redacted] ’s inquiry, she advised that she was misinformed regarding the cost and features included in her service plan Additionally, she stated that when she activated service she was advised that she would receive a buyout credit for the Early Termination Fee she incurred from her previous wireless carrier As a result, she is requesting that we honor the promotions she was offered at the point of sale During our e-mail exchange with Ms [redacted] on August 9, 2016, we apologized for any misunderstanding that may have occurred as a result of this issue Further, she informed us that her issues have been previously resolved We appreciate Ms [redacted] ’s 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 Ms [redacted] needs further assistance with this matter, she can reach me by calling the Executive & Regulatory Services department toll-free at ###-###-####, ext*** I am available Monday, Tuesday, Thursday, and Friday from a.mto p.m., Central Time Sincerely, Tobias TExecutive Services Analyst

[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 meRegards, [redacted] ***

February 5, [redacted] Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File [redacted] , [redacted] Sprint Account XXXX***, Sprint Case [redacted] Dear Ms***: 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] expressed her dissatisfaction with the level of customer service that she received representatives of our Customer Care department and of our device insurance vendor administrator during her recent attempts to obtain a replacement for her damaged iPhone device using her Total Equipment Protection (TEP) coverage, citing that her call was transferred multiple times and that she was not allowed to bill the $deductible to her Sprint account as she has done in the pastShe also expressed her dissatisfaction with the quality of the replacement device she received because the screen malfunctioned after only three daysAlthough Ms [redacted] acknowledged that representatives of our device insurance vendor advised that she can return her malfunctioning equipment and receive a check for a new device or purchase a new device be receive a reimbursement check, Ms [redacted] requested that we or our vendor send a new iPhone 6Plus device to her and provide an immediate temporary replacement device We appreciate Ms [redacted] ’s taking the time to provide us with the details of her experience with our representativesWe are continually striving to improve the quality of service provided to our customersPlease be assured that we value customer feedback and that this matter has been forwarded to the appropriate management team for additional review We regret any misunderstanding that may have occurred regarding the terms of our Total Equipment Protection (TEP) coverage, as well as any difficulty Ms [redacted] may have experienced with her replacement equipment sent from Asurion, our TEP vendorAs we explained during our conversation with Ms [redacted] on February 3, 2016, the $non-refundable deductible, is paid directly to Asurion at the time a claim is submitted and approved, as outlined in the terms of TEP coverage, which was sent to her when she initiated the option on her Sprint accountThat information is also available on our website at www.sprint.com/tepWe also assured her that we regret that her current replacement device may not be functioning properly but that we believe that the options provided by Asurion representatives to assist with that matter appear to be in line with program guidelinesHowever, as a demonstration of our commitment to excellence, we offered to apply a $credit to her Sprint account to offset an amount equivalent to the paid deductibleMs [redacted] accepted our offer, and we applied the credit as agreed We regret any inconvenience these issues may have caused Ms [redacted] but are pleased that we were able to address her concerns to her satisfactionIf we can be of further assistance regarding these matters, 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, Minnie S Executive Services Analyst

October 10, 2017 RevDex.com 8080 Ward Parkway, Suite 401 Kansas City, MO 64114 Re: BBB File [redacted] , Nene [redacted] Sprint Account XXXXX***... Sprint Cases [redacted] To Whom It May Concern: Sprint is in receipt of the inquiry filed with your office by Ms. Nene [redacted] . We appreciate the opportunity to address her concerns. Based on the information provided in her inquiry, Ms. [redacted] advised that at the time that she upgraded her phone, she was offered a free tablet with no monthly charges by a retail store employee. She further stated that she returned all equipment to the retail store and was not aware that a restocking fee would be assessed. Therefore, Ms. [redacted] requested an apology from the store manager, and compensation for the time invested in resolving this matter. In accordance with our 14-Day Satisfaction Guarantee, customers are responsible for all their usage charges (included but not limited to Monthly Rate Charges, add-ons, casual or out-of-plan usage and related taxes and Sprint surcharges) and applicable charges and/or fees (including but not limited to Spending Limit Program Charge, Paper Bill Fee, Detail Bill Fee) on a prorated basis. Additionally, a restocking fee of $75 for netbooks, notebooks and tablets, and $35 for other devices may apply. If the product is returned in its original unopened packaging or has not been activated, no restocking fee will be applied. We confirmed that Ms. [redacted] ’s phone line reflects that she is currently eligible to upgrade. We contacted the district and store managers in her area to work with Ms. [redacted] to expedite a resolution. Ms. [redacted] went to the store on October 6, 2017, and upgraded to the new iPhone 8, and traded in her previous smart phone to receive a 50 percent off promotion. Also, in appreciation of her continued patronage, she received a free phone case and screen protector. We confirmed that all of the charges for the tablet have been removed from her account. Ms. Adandga advised that this matter has been resolved to her satisfaction. We appreciate Ms. [redacted] for taking time to provide details of her experiences with our retail employees. We are continually striving to improve the quality of service provided to our customers. Please be assured that we value customer feedback and that Ms. [redacted] ’s concerns will be forwarded to the appropriate managerial staff for further review. We regret any inconvenience that this matter may have caused Ms. [redacted] . If she needs further assistance, she can contact me toll-free at ###-###-####, ext. ***. I am available Monday, Tuesday, Thursday, and Friday from 7 a.m. to 5 p.m., Central Time. Sincerely, Michal M. Executive Services Analyst

August 24, 2017 RevDex.com 8080 Ward Parkway, Suite 401 Kansas City, MO 64114 Re: BBB File 12299459, [redacted] Sprint Account xxxxx1023, Dave’s Electrical Service ... Sprint Case 2269710 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 replaced all the devices and selected a new service plan, and he was billed over $3,600, which is higher than what was quoted. As a result, he requested that Sprint review this matter and correct his bill. Our Business Service departed contacted Mr. [redacted] Newman, an authorized contact for Dave’s Electrical Service’s account on August 18, 2017, and advised him that his account was billed equipment charges for the replacement devices that were ordered, and the credits for the devices were inadvertently not applied. As a result, we were able confirmed that the defective devices were returned and applied credits totaling $7,129.11 to offset the equipment charges that are reflected on his June 2017 and July 2017 billing statements. Mr. Newman confirmed that the issue is resolved. We regret any inconvenience this matter may have caused. If I can be of further assistance with this matter, Mr. Newman can contact me by calling the Executive & Regulatory Services department toll-free at 1-855-848-3280 extension ***. I am available Monday through Friday, between 8:30 a.m. and 4:30 p.m., Central Time. Sincerely, Jennifer F. Jennifer F. Executive Services Analyst

We appreciate your assistance in bringing our customers’ concerns to our attention. In the information provided, Ms. [redacted] expressed her dissatisfaction with additional charge assessed to her account subsequent to her purchasing a new device at a reduced price with a two-year term agreement,... citing that the charge. She requested that we allow her to upgrade her device without that additional charge. We regret any misunderstanding that may have occurred related to the referenced $25 per month Subsidized Phone Charge. As we explained to Mr. John ***, an authorized end user on Ms. ***’s Sprint account, the disputed charge is valid for the duration of his accepted two-year term agreement due to his activating a subsidized-priced device on Ms. ***’s account with a service plan that is designed for equipment obtained with a lease or monthly installment billing agreement. Mr. [redacted] indicated his understanding of that information but advised that he returned the device to the point of sale and opted to reactivate another device previously active on her account. As a result, we updated Ms. ***’s account to waive the disputed charge due to their no longer having the subsidized equipment. Mr. [redacted] then reiterated his and Ms. ***’s request that we allow the upgrade of the device on the referenced line of service without the Subsidized Phone Charge. We explained that, while we appreciate his candid feedback regarding this matter and regret that the charge may not have been fully explained to him at the point of sale, we are unable to honor his request. However, due to additional information provided by Mr. ***, and as a demonstration of our commitment to excellence, we offered to apply a one-time credit of $300 to Ms. ***’s Sprint account to offset an amount equivalent to one-half of the disputed charges for 24 months, once he confirms the purchase and activation of an upgraded device on the referenced line of service with a two-year term agreement. Mr. [redacted] accepted our offer and agreed to follow-up with us directly after he upgrades his device. He is aware that we will apply the agreed-upon credits at that time. We regret any inconvenience this issue may have caused the ***s but are pleased that we were able to satisfactorily address this concern. If we can be of further assistance related to this matter, Mr. or Ms. [redacted] can contact me directly by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext. ***. I am available Monday through Friday between 7:30 a.m. and 3 p.m., Central Time. Sincerely, [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]

[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 do not agree with the response with the phones and the way I was treated there should have been a Better way to credit my acct and they need a better way speak to people with problems And yes I replied to there email and no reply back email and never got a ca 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 me Once I was able to get to the correct people in Sprint this got resolved in less than hours Thank you to C.Jand his team for the help Regards, Chad [redacted]

August 21, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Inquiry [redacted] , Toya [redacted] Sprint Account XXXXX***, Vincent [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of MsToya [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention In her inquiry, Ms [redacted] expressed her dissatisfaction with our not honoring the terms of a recent accessory promotion advertised in one of our retail locations when she activated her Sprint services Although she acknowledged that she subsequently learned from the manufacturer that the promotion was expired at the time of her device transaction and that she received an account service credit equivalent to the value of one promotional accessory, she requested that we provide additional credits for the other accessories for which she should have qualified We regret any misunderstanding that may have occurred regarding Ms [redacted] ’s eligibility for the referenced promotional offer Our records reflect that Ms [redacted] started her services with Sprint on Jun 16, 2017, by porting five mobile numbers to our network from another providerOur records also reflect that the referenced offer for a free accessory with the purchase of a qualifying device expired on May 27, 2017, but that the management team of the location where she activated her services applied a credit of $to her account on July 28, 2017, as a one-time courtesy due to any possible miscommunication that may have been provided related to that offer We spoke with Ms [redacted] on August 18, 2017, and explained the information outlined above Ms [redacted] acknowledged that information but reiterated her request that we provide additional credits to her account for the remaining three free accessories for which she applied Based on additional information Ms [redacted] provided related to her instore interaction, we agreed to forward her request to our executive management team for additional review and to follow up with her promptly During our August 21, 2017, follconversation with Ms [redacted] , we informed her that, as a result of that review, we confirmed that the actions taken in response to her inquiry were appropriate and that no further credits are due As such, our position remains unchanged While we regret that Ms [redacted] remains dissatisfied with our response, we believe that her reported concerns have been fully addressed We regret any inconvenience this issue may have caused Ms [redacted] If we can be of further assistance with these concerns, or if she would like to provide additional information for our consideration, she can contact me directly by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext*** I am available Monday, Tuesday, Thursday, and Friday between 7:a.mand 5:p.m., Central Time Sincerely, Leland ( [redacted] Executive Services Analyst

March 23, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File [redacted] , [redacted] Sprint Account XXXXX Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the subsequent inquiry filed with your office by Mr [redacted] We appreciate the opportunity to address his concerns once again Based on the information provided in his subsequent inquiry, Mr [redacted] states that Sprint has not taken responsibility for both the inconsistent information he states that he was provided regarding Sprint’s unlocking policies and the delay that he experienced when attempting to have his Sprint devices unlocked As we previously outlined, “Unlocking” is a general term that refers to one or more types of device unlocking MSL unlocking refers to providing an MSL code in order to disable software that sets device parameters and prevents the device from activation on a different network Unlocking also refers to enabling the SIM slot of the device to allow another carrier’s SIM card to be inserted (either domestic or international) Unlocking a device will not necessarily make that device interoperable with another carrier’s network In other words, a device designed for one network is not made technologically compatible with another network merely by unlocking it Additionally, unlocking a device may enable some functionality of the device, but not all (e.g., an unlocked device may support voice services but not data services when activated on a different network) Additional information about our unlocking protocol is available on our website at www.sprint.com/unlock Sprint will unlock a device under the following circumstances: Any associated service agreement, installment billing purchase agreement, or lease agreement for the device must be fulfilled, including payment in full of any applicable Early Termination Fee(s) or end-of-lease/installment billing purchase options; The account associated with the device must be in good standing; The device has not been reported as lost or stolen and is not associated with fraudulent activity or otherwise flagged as ineligible for unlocking; and The device has been active on the Sprint network, currently or in the past, for a minimum of daysOur records reflect that Mr [redacted] did not meet the aforementioned requirements when he initially requested that his iPhone be unlocked and was responsible for paying the Fair Market Value (FMV) of his device, per the terms of the Lease Agreement he accepted in Once all the aforementioned requirements were met, the SIM unlock information was transmitted to this device on January 11, We also confirmed that the prior payments Mr [redacted] remitted for monthly charges, as well as the FMV of his iPhone 6, were for valid charges, and as such, we must respectfully decline his prior request for a refund We sincerely regret any possible misunderstanding that may have occurred regarding our device unlock process and appreciate Mr [redacted] for taking time to provide us with the details of his experience with our Customer Care department We are continually striving to improve the quality of service provided to our customers Please be assured that we value customer feedback and will utilize this input to improve our training and processes Sprint strives to reach amicable resolutions to all concerns that are brought to our attention by our customers and regret that we have been unable to do so in Mr [redacted] ’s case While we regret that he remains dissatisfied, our position remains unchanged and any further inquiries regarding this matter will be met with the same response We regret any inconvenience that this matter may have caused Mr [redacted] If he needs further assistance with this matter, he can contact me by calling the Executive & Regulatory Services department toll-free at 1-844-282-8211, extension *** I am available Monday, Tuesday, Thursday, and Friday from 7:a.mto 5:p.m., Central TimeSincerely, Michal MExecutive 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: I was told that I would get a call back and that didn't happenI received a call from someone at Sprint about my complaint and he said he would find out what could be done and he would call me backThat same day which was Tuesday September 27th one of Sprints representative called and asked about my issue and I explained it to her and she went to find me an answer which she came back and told me my phone should go out in a couple of daysI received a text from Sprint to my phone on September 28th and it stated that I could go to the store for a replacement but I called the store and was told that is not correct because if I bought it online or over the phone that I would have to go get if from them I couldn't get it in the storeSo I called Sprint and the represenative told me it would be two to three weeks before I would get a phoneWhich I apperciate him for telling me the truth because everyone else just lied to get me off the phoneSo no Sprint hasn't satified my concerns 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 me Regards, [redacted] ***Hello, I have been with sprint for years if what John says in is comment was truth I would have never left a company that I've been with for yearsSo this case can be drop because I am not worth sprint no longer I just want to thank Revdex.com for your time

December 31, [redacted] Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] Sprint Account xxxxx [redacted] Sprint Case [redacted] Dear Ms***: Sprint is in receipt of the above referenced inquiryWe appreciate your assistance in bringing our customers’ concern to our attention According to the information received, Mr [redacted] stated that at the point of sale, he received conflicting information regarding how his upgrade would work and the details regarding his Best Buy One planHe stated that he was advised that he could upgrade whenever a new iPhone launched and when he attempted to upgrade on September 19, 2015, he was advised by a Best Buy representative that he would be required to purchase a $gift card to be eligible to upgradeHe stated that he reluctantly purchased the gift card however, it was never explained to him the reason for the gift card purchaseHe stated that the following week, he received an email stating that the cost of the device would be $He stated he contacted Best Buy and was told he would have to return to their store and it was not convenient, so he contacted Sprint’s Customer Care who advised him that we would have someone from Best Buy contact him back and they never didHe is requesting to return the device with a waiver of the cancellation fee or credit for the remaining lease payments 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 Sprint has partnered with a number of third-party retailers to distribute our products and servicesWe are grateful for their assistance in promoting our servicesOur field representatives train third-party retailers on our policies, procedures, and products and regularly update resource materials for them to ensure accurate, up-to-date information is available to our existing and potential customersWe regret any misunderstanding that may have occurred regarding his lease purchase and the Best Buy One plan promotion and appreciate Mr***’s feedback regarding this issueThe details of his experience will be forwarded to the appropriate managerial staff empowered to make changes in this area We spoke to Mr [redacted] on December 21, 2015, and provided him with the above-referenced informationHe stated that he now understands the Terms and Conditions of the lease and his planHe stated that he made the decision to keep the device however, requested credit for the issues he had experiencedIn an effort to reach an amicable resolution, we offered and Mr [redacted] accepted a credit in the amount of $He stated that he considers the issue resolved to his satisfaction We regret any inconvenience these matters may have causedIf we can be of further assistance, we can be reached at the Executive & Regulatory Services department toll-fee at ###-###-####I am available Monday through Friday, between 9:a.mand 5:p.mCentral Time Sincerely, Sharon R Executive Services Analyst

February 8, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File [redacted] Sprint Account XXXXX0332, [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above 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 that two of his Sprint-branded iPhone devices have not been unlocked for use on another network Mr [redacted] requested assistance with the unlocking of those devicesPlease note that “unlocking” 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 a device from activation on a different networkUnlocking also refers to enabling the SIM slot of a device to allow another carrier’s SIM card to be inserted (either domestic or international)Unlocking a device will not necessarily make that device interoperable with another carrier’s network In other words, a device designed for one network is not made technologically compatible with another network merely by unlocking it Additionally, unlocking a device may enable some functionality of the device but not all (e.g., an unlocked device may support voice services but not data services when activated on a different network) Additional information about unlocking may be found at www.sprint.com/unlockSprint 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; andThe device has been active on the Sprint network, currently or in the past, for a minimum of days We confirmed that Mr***’s referenced iPhone devices are eligible for SIM unlocking Please note that the SIM unlock information was transmitted to the devices in question on January and 29, If Mr [redacted] has further questions regarding this matter, he can contact me by calling our Executive & Regulatory Services department toll-free at 1-844-282-8211, extension *** I am available Monday through Friday from 7:a.mto 3:p.m., Central TimeSincerely, April Jensen Executive Services Analyst

February 23, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of Mr [redacted] regarding Sprint account XXXXX***We appreciate your bringing our customers’ concerns to our attention In his inquiry, Mr [redacted] expressed dissatisfaction with the level of customer service that he received from our representatives during his attempts to return his defective devices, stating that he was required to accept new lease and Installment Billing agreements for new devices instead of exchanging themHe expressed further dissatisfaction that he had to make a down payment and pay activation fees for those devicesHe requested that we reimburse him for his down payment and activation fees or allow him to cancel his lines of our service without incurring the full payoff costs of his device leases and Installment AgreementsHe also requested that we compensate him for the level of customer service that he received We appreciate Mr [redacted] ’s taking the time to provide us with the details of his experiences with our third-party and Customer Care representativesWe are continually striving to improve the quality of service provided to our customersPlease be assured that we value customer feedback and will utilize this input to improve our training and processes We regret any inconvenience that may have caused Mr [redacted] to contact your agencyAfter reviewing our records, we determined that Mr [redacted] established service with us on December 24, 2016, and returned his devices to one of our third-party stores on January 17, 2017, which was after the 14-day return policy timeframeHowever, due to Mr [redacted] ’s equipment concerns, the store representative allowed him to return his original devices without paying the equipment charges on the lease and Installment Billing agreements for his five lines of serviceAs a courtesy, he updated Mr [redacted] ’s account to allow him to purchase five new devices at a promotional costHowever, on January 17, 2017, Mr [redacted] was required to make a down payment and pay activation fees along with taxes, regulatory charges and surcharges for the new devices as well as accept the lease and Installment Billing Agreements that are associated with those devices and his lines of service During our conversation with Mr [redacted] today, he indicated his understanding of our explanation but reiterated that those charges were not properly explained to him when he accepted his current rate plan and device financing optionsHe further stated that he does not believe that he should have been required to make a new down payment since the original devices were defective Although the charges are valid, we offered to apply one-time credits totaling $to Mr [redacted] ’s account, as a courtesy, in lieu of processing a refund for the payments made to the store for the referenced transactionHe accepted our offer; therefore, those credits will be reflected on his next invoiceIn addition, previous credits totaling $were applied by our Customer Care department on February 3, and February 10, 2017, to offset the disputed activation fees We are pleased to inform you that Mr [redacted] accepted our resolution offer and is satisfied with the actions that were taken on his accountIf we can be of further assistance regarding these matters, he 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., Central Time Sincerely, Tiffany 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 responseIf no reason is received your complaint will be closed as Assumed Answered] Complaint: [redacted] I am rejecting this response because: sprint keeps all records of conversations in their log and it was confirmed by another rep stating I see that Convo you are speaking about and then he stated after I asked to speak to a supervisor no o can't see the messages now there is something wrongI didnt opt in yo reviece emails from the Convo like I should have I did for the last Convo though and screen shot itI even told the reps I didnt unstanded the promoThe reps told me I qualifyWhy won't this lazy as sprint employee that lacks customer service help someone out? If I am authorized to speak on his account with a rep in the sprint call center or to activate my phone at any store why wouldn't the same apply for this.? Anything to not do your job I see Regards, [redacted]

Tell us why here July 13, RevDex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] [redacted] Inquiry 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 our customer’s [redacted] concerns to our attention In the information provided, Ms [redacted] stated that she purchased a Samsung Sin the amount of $431.99, but received a Samsung J She further stated that she was advised that the Samsung Jwas an upgrade Ms [redacted] is requesting for the Samsung Sto be sent to her or a refund of $ We regret any inconvenience Ms [redacted] may have experienced while attempting to resolve her device concernDuring our initial discussion with Ms [redacted] on June 14, 2017, we advised that because our records reflect that [redacted] only received a payment in the amount of $for the Samsung Jshe will need to remit bank statements to confirm the payment to [redacted] in the amount of $ Ms [redacted] provided the requested documentation and it was forwarded to our Finance team for further review During a supplemental call to Ms [redacted] on June 23, 2017, we requested the e-mail confirmation that would have been sent to her to confirm the equipment order for the Samsung S Unfortunately, Ms [redacted] did not have the email confirmation Further, we requested that she provide a running bank statement that reflects all payments and credits posted for a total of days after the alleged equipment payment On June 26, 2017, Ms [redacted] provided the documentation requested and it was forwarded to our Finance team for review After further research, our Finance team has determined that [redacted] did not receive a payment from Ms [redacted] in the amount of $ We further advised that based upon her payment history with [redacted] , we were unable to identify or locate any payments made for that amount to [redacted] As such, we are unable to grant her refund request In addition, Ms [redacted] requested to speak to a member of management regarding refund request As such, she was contacted on July 5, 2017, and it was explained that to further investigate her claim, she will need to provide us with her running bank statement or the credit card number used for the transaction Ms [redacted] agreed to provide the information, but to-date we have not received it As a courtesy, at this time we are willing to offer a 75% equipment discount credit towards the purchase of a new device from our [redacted] websiteMs [redacted] will need to contact our office directly when she is ready to accept the offer and purchase a new device This offer is valid days from the date of this letter On behalf of Sprint, I apologize for any inconvenience these matters may have caused Ms*** If she has further questions regarding these concerns, she can contact me by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####, ext*** I am available Monday, Tuesday, Thursday, and Friday from 7:a.mto 5: p.m., Central Time Sincerely, Shannon P Executive Services Analyst

Executive & Regulatory Services POBox 169014, Irving, TX August 22, Revdex.com Ward Parkway Kansas City, MO Re: Revdex.com Complaint [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] We appreciate your assistance in bringing our customers’ concerns to our attention In his complaint, Mr [redacted] stated that he was informed that he would not have a contract as long as his phone was paid in full, but cancellation charges were assessed to his account upon canceling his service Mr [redacted] also stated that he was charged an additional $after porting out his number He has requested a refund The Sprint Lease program is 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, customers can purchase the device and own it outright, return it to us, or return it to us and upgrade to the latest device However, if the Lease Agreement is canceled prior to the fulfilment of the lease term, the remaining lease balance (lease cancelation charge) is billed to the account For further information regarding Sprint Leasing Mr [redacted] may visit www.sprint.com/lease Our records reflect that Mr [redacted] activated his service in June and received iPhone 6s device via an 18-month Lease Agreement Unfortunately, by porting out his number, Mr [redacted] canceled his service prior to satisfying the terms of his Lease Agreement Therefore, the associated $Lease Cancellation charge was assessed to his account as well as a $Device Purchase amount, as the leased iPhone 6s device was not returned to Sprint Furthermore, upon cancelation of Mr [redacted] service on June 17, 2017, he had an account balance of $for charges assessed on the June 6, 2017, invoice This amount was scheduled to be deducted from the credit card on file via Auto Pay on June 26, This payment was valid and we confirmed that no monthly service charges were not assessed to his account after he canceled his service We spoke with Mr [redacted] on August 21, 2017, and explained the information provided above Further, we explained that because the $payment and the $lease cancelation charge are valid, we respectfully decline his request for a refund We regret that we were unable to resolve his concerns to his satisfaction However, we assure him that his concerns were reviewed thoroughly We regret any frustration this matter may have caused If I can be of further assistance regarding this matter, I can be contacted directly by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext*** I am available Monday through Friday between 9:a.mand 5:p.m., Central Time Sincerely, Terrence MExecutive 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 meWe have discussed with [redacted] G on 7/28/ she needs to get authorization and we awaiting her response to activate our lines , given a corrected monthly bill Thank you Regards, [redacted]