Sprint Corporation

From: Alexander Tu<[email protected]>Date: Tue, May 24, 2016 at 2:02 AMSubject: RE: You have a new message from the BBB of Greater Kansas City in regards to your complaint #11453688.To: RevDex.com <[email protected]>Hello,This is the notification about my... complaint against Sprint has been resolved. Please update and concludes my initial filing. Thank you for the support with my complaint. Sincerely

October 6, 2016 RevDex.com 8080 Ward Parkway, Suite 401 Kansas City, MO 64114 Re: BBB File [redacted] , [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] expressed dissatisfaction with conflicting information provided to her regarding the ability to use her Sprint device for internet browsing while on a call and her eligibility to upgrade to an iPhone 7 device as a benefit of her current device lease. She also advised that she has been unable to obtain a copy of her device lease one of our sales representatives has not called her back as expected. She requested that someone from Sprint contact her to address those unresolved concerns. We regret any misunderstanding that may have occurred regarding Ms. [redacted] ’s referenced network usage feature. Although there may be instances in which internet browsing while on a call is possible on the Sprint network, it has never been a marketed feature of our network, and is not a feature that we have offered. During our September 30, 2016, discussion with Ms. [redacted] , we explained the information outlined above. However, based on the nature of her remaining reported issues and because she is an end-user on another person’s account, as she confirmed, we explained that we are unable to discuss any account-specific information with her without first obtaining authorization to do so from the accountholder. In order to fully address Ms. [redacted] ’s remaining account-related issues, we attempted to contact the noted accountholder to obtain account security authentication via the voice and e-mail contact methods reflected on the account. Unfortunately, our attempts on September 23 and 30, and October 5, 2016, were unsuccessful. In addition, we sent a letter to the accountholder at the address of record on October 5, 2016, acknowledging receipt of this inquiry and inviting the accountholder to contact us. We regret any inconvenience these matters may have caused Ms. [redacted] . If we can be of any further assistance with these issues, we ask that the accountholder responsible for Ms. [redacted] ’s services contact me directly by calling our office toll-free at ###-###-####, ext. ***, and referencing case [redacted] . I am available from 7:30 a.m. to 3:30 p.m., Central Time, Monday through Friday. Sincerely, Stan S. 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] ***

September 7, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] Sprint Account xxxxx [redacted] Sprint Case [redacted] To whom it may concern: Sprint is in receipt of the above-referenced inquiry of Ms [redacted] regarding account XXXXX*** We appreciate your assistance in bringing our customers’ concerns to our attention In her inquiry, Ms [redacted] expressed dissatisfaction with the level of customer service that she received when she called Customer Care to inquire about available offers to reduce her monthly costShe stated that she was told by a Sprint representative about the Unlimited Freedom plan, and that she was told her National Volume Pricing discount would apply to the planWhen she called back to confirm this information, she was informed her discount would reduce the cost of the plan by five dollars, and she informed the Sprint representative to leave her plan as it was Ms [redacted] called again later to make sure her plan was not changed and she spoke with ***, whom she said was very unprofessional and had a nonchalant attitude She said [redacted] showed no empathy and refused to escalate when Ms [redacted] requested to speak with someone above herMs [redacted] requested we pull the call to confirm her experience We appreciate Ms [redacted] taking time to provide details of her experience with our Sprint 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 that her concerns have been forwarded to the appropriate managerial staff We are pleased to inform you that we spoke with Ms [redacted] and her reported issues were fully resolved to her satisfaction We were able to review the call she discussed and forwarded it to the appropriate management staff for review Additionally, we verified that her service plan is configured correctly If we can be of further assistance regarding this matter, 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 4:p.m., Central Time Sincerely, Shola AExecutive Services Analyst

February 12, [redacted] Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Inquiry [redacted] , [redacted] - [redacted] , [redacted] Sprint Account xxxxx [redacted] Sprint Case [redacted] Dear Ms***: Sprint is in receipt of the supplemental inquiry filed by Ms [redacted] - [redacted] , which was forwarded to the Executive & Regulatory Services department for reviewWe appreciate the opportunity to reevaluate our prior responseIn her subsequent inquiry, Ms [redacted] - [redacted] states that she returned the device in question and disagrees with Sprint’s defense of its employee’s actions We attempted to reach Ms [redacted] - [redacted] by phone and email on February and 5, 2015, and received an email response stating that this was not a convenient time to discuss her account concernsIn order to bring about final resolution to her concerns, we confirmed that the device in question was returned to one of our retail locations, and as such, credits totaling $($for the equipment and $86.73, as a courtesy) have been appliedWith these credits, the account is now canceled with a zero balance We regret any misunderstanding that may have occurred regarding this issue and appreciate her feedback regarding her experienceWe assure Ms [redacted] - [redacted] that Sprint has no higher priority than its customersThe telecommunications industry is extremely competitive and we realize that the quality of products and the level of customer service we provide will define our successHer feedback will be forwarded to the appropriate managerial staff for further review We regret any inconvenience that Ms [redacted] - [redacted] may have experienced and that we have lost her business, as a resultIf she needs further assistance with this matter, I can be reached by calling the Executive & Regulatory Services department toll-free at ###-###-####, ext***I am available Monday through Friday between a.mand 4:p.m., Central Time Sincerely, Alethea B Executive Services Analyst

P.OBox Irving, TX April 3, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] Sprint Account xxxxx [redacted] Sprint Case [redacted] To Whom It May Concern, Sprint is in receipt of the above-referenced inquiry of [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention In the information provided, Ms [redacted] expressed her dissatisfaction with the length of time taken for us to honor the terms of a device upgrade promotion that she received and accepted in November 2016, in which we invited her to upgrade her device to a newer model and receive reimbursement for the unpaid balance due for her previous equipment Ms [redacted] requested that we provide the promotional reimbursement offered to her and a complete explanation of that reimbursement amount We regret any misunderstanding that may have occurred regarding the terms of the referenced equipment upgrade offerThat promotion offered customers the opportunity to (briefly describe the promotion) We confirmed that Ms [redacted] upgraded the device for her referenced line of service on December 21, 2016, to a new iPhone device for which she paid full retail price with no associated lease or installment billing purchase agreementBecause she took that action prior to the satisfaction of the lease agreement associated with her previous device, our billing system still generated a request that she return her leased iPhone device to us to prevent any lease cancellation charges However, we have no record of any additional credits promised, other than those lease cancellation charges During our March 24, 2017, conversation with Ms [redacted] , we explained the information detailed above We also gave her the option of either returning her current iPhone device for a full refund and exchanging it for a new iPhone device pursuant to the referenced upgrade promotional terms or accepting a one-time equipment buyback credit of approximately $to be applied to her account in lieu of the promotional upgrade benefit Unfortunately, Ms [redacted] declined our offers and requested the cancelation of her Sprint services We advised Ms [redacted] that, if she does so prior to the satisfaction of the term agreement associated with her tablet line of service, we will assess Early Termination Fees for that line of serviceWe confirmed with her that the charge would be valid However, as a demonstration of our commitment to excellence, we offered to apply a one-time courtesy credit of $to her account in lieu of the offers noted above Ms [redacted] accepted our offer and decided to keep her services active We applied the credit as agreed leaving her account with an adjusted balance of - $ We appreciate Ms [redacted] ’s taking time to provide details of her experience with our sales and 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 have forwarded this information to the appropriate management for review We regret any inconvenience Ms [redacted] may have experienced as a result of her reported concerns If we can be of further assistance with these matters, Ms [redacted] can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext*** I am available Monday through Friday from 7:a.mto 4:p.m., Eastern Time Sincerely, [redacted] SExecutive Services Analyst

May 30, [redacted] Revdex.comWard Parkway, Suite 401Kansas City, MO 64114Re: Revdex.com Case Complaint of [redacted] Sprint Case Dear Mr [redacted] : Sprint is in receipt of the above-referenced complaint of Ms [redacted] , regarding Sprint account XXXXX 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 provided by our representatives during her attempts to understand the lease agreement terms for her two phonesShe stated that she was advised all lease payments made after the first months would be applied to the end-of-lease charges required to own her devices She states that she was later told that the $and $were month-to-month charges and she would still need to pay the end of lease charges to own her devicesMs [redacted] requested to be refunded $she paid for capital cost reductions and month-to-month lease charges on her devicesWe appreciate Ms [redacted] ’s taking the time to provide us with the details of her experience with our Customer Care representatives Please be assured that we value customer feedback and that her concerns have been forwarded to the appropriate managerial staff for further review.Effective September 19, 2014, Sprint launched the Sprint Lease program, an option that gives qualified new and existing customers the flexibility to lease select Smartphones and Tablets for a lower monthly cost versus purchasing the device Lease payment varies by device and a down payment may be required and varies by customer and device With a lease option, Sprint owns the device At the end of a lease term, customers can purchase the device and own it outright, return it to us, or return it to us and upgrade to the latest device For further information regarding Sprint Leasing please visit www.sprint.com/lease.We regret any miscommunication that may have occurred regarding the leasing information for Ms [redacted] ’s two devicesWe did advise that all charges on the account are correctWe explained to Ms [redacted] that she had two leases, one for months and one for monthsAfter the leases ended Ms [redacted] had the option to turn her devices in and take out new leases, pay month to month, or pay the end of lease priceHowever, due to any miscommunication that may have occurred and to demonstrate our commitment to excellence, we have removed the end of lease charges, due to the additional months of leasing payments Ms [redacted] has madeWe are pleased that we were able to resolve these concerns to Ms [redacted] ’s satisfaction If we can be of further assistance regarding these matters, you or Ms [redacted] can contact me by calling our Executive & Regulatory Services department toll-free at 1-855-848-3280, extension I am generally available Monday through Friday between 7:a.mand 4:p.m., Central Time Sincerely, [redacted] A.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, Vera [redacted]

May 30, 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 of Ms [redacted] , submitted on May 9, We appreciate your assistance in bringing our customers’ concerns to our attentionAccording to Ms [redacted] ’s complaint, she states that she purchased an iPhone and a Samsung Galaxy Sin January She states that she went into her local store and exchanged the Sfor the SEdge; however she is still being billed for the SThe receipt she received at the time she exchanged the device indicated return of the wrong equipmentFurthermore, she states that line ending in [redacted] was upgraded without her authorizationMs [redacted] is requesting that the retail store confirm that the Samsung Galaxy Swas returned to the warehouse and the charges associated with the device to be removed and a credit in the amount of $for billed Monthly Recurring Charges (MRC) from February 2017, March 2017, April 2017, and May billing statements We spoke with Ms [redacted] on May and 22, 2017, regarding her concernsOur office partnered with store management for further investigationBased on our findings, we confirmed that the Samsung Galaxy Swas returned on line ending in [redacted] and the 24-month Installment Billing was cancelled along with the line itself effective May 22, There was a credit applied to account XXXXX [redacted] in the amount of $for the billed installments and a credit in the amount of $for the billed Monthly Recurring Charges (MRC) on line ending in *** The credits applied totaled $The current balance on the account in question is $Ms [redacted] expressed satisfaction with the actions takenWe regret any frustration this matter may have caused If I may be of further assistance regarding this matter, I can be reached by calling our Executive & Regulatory Services department toll-free at ###-###-####, extension *** I am available Monday, Tuesday, Wednesday, and Friday between 8:a.mand 5:p.m., Central TimeSincerely, LaToya [redacted] Executive Analyst

August 8, 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: Sprint is in receipt of the above-referenced inquiry of Mr [redacted] ***, which was forwarded to the Executive & Regulatory Services department for review We appreciate your bringing our customers’ concerns to our attention In the information provided, Mr [redacted] stated that he is being assessed a $phone access fees for three lines of service on his account, and he is disputing those charges He indicated that one of our representatives informed him that he will not be charged access fees He further stated that he was informed that the fees already incurred would be credited Additionally, Mr [redacted] stated that there have been fraudulent claims filed with Asurion, our third-party device replacement vendor, and charges have been billed to his account that he is also disputing And last, Mr [redacted] stated that he is experiencing dropped calls, and that reception is poor in the area As a result, Mr [redacted] is requesting assistance with requiring Sprint to waive his phone access fees, to update his account to prevent fraudulent charges from being assessed, to fix the coverage in his area, and to apply a credit to his account for time spent to resolve his concerns We regret any possible misunderstanding that may have occurred regarding these matters We attempted to reach Mr [redacted] at the phone number provided to discuss these matters; however, the phone number provided for contact belonged to Mrs [redacted] who stated that she filed the complaint as a subscriber on Mr***’s account We informed Mrs [redacted] that based on the information provided; we reviewed the service plan and access fees billed on the account Our review determined that the 40GB Data Plan provisioned on Mr***’s account on November 25, 2015, allowed the access fees to be waived on three lines of service ending in ***, ***, and [redacted] added at the point of activationAccording to the terms of the service plan, any lines of service added after February 11, 2016, will not have the access fees waived Our records indicate that the three lines of service that are being billed the $phone access fees were added to Mr***’s account effective December 28, 2016; therefore, the access fees are not being billed in error Although we were unable to identify a Sprint billing error, in an attempt to bring full closure to this matter, we applied a one-time total $credit to Mr***’s account today to offset three $phone access fees, plus taxes, surcharges and fees to offset access fees billed from December to August Mrs [redacted] accepted this offer Further, we informed her that the $phone access fee will continue to be billed for the above-referenced lines of service, and the charges are not in error Accordingly, no additional account credit will be issued for this matter by Executive Services Secondly, effective July 10, 2017, our fraud analyst completed their investigation and determined that fraudulent activity occurred on Mr***’s account All necessary adjustments have been applied to his account to offset the fraudulent charges Also, our records determined that the address on Mr***’s account is located within one of Sprint’s best coverage areas with approximately or more towers within a to mile radius of his home address Further the towers are working optimally with no alarms or alerts Mrs [redacted] indicated that she experienced difficulty with her device so we suggested that she visit one of our service and repair centers for assistance with diagnostics of her device And last, Sprint appreciates Mr***’s business; however, as 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 attentionTherefore, Sprint does not believe that an additional adjustment is warranted However, please note that the $credit referenced in the aforementioned paragraph offsets charges disputed in reference to the access fees for three lines of service from December to August The credits that were applied to Mr***’s account on July 3, 2017, totaling $regarding this same issue are considered above and beyond the amount that is due and will not be rescinded We regret any inconvenience that the ***s may have experienced while attempting to resolve their account and network concerns Should there be any additional questions or concerns with these matters, the ***s can contact me 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, Bridgette FExecutive Services Analyst

April 28, 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 attentionIn the information received, Mr [redacted] related that he moved to another carrier service and was promised payment by the other carrier of a Sprint bill Mr [redacted] had not been paid and expressed dissatisfaction that Sprint conducted routine collections activity for a pending reimbursement transaction that Sprint approvedAlthough we regret that Mr [redacted] experienced difficulty, we were unable to identify a Sprint error in this matter When Mr [redacted] established service with us on October 4, 2013, he agreed that agreed that payments were due upon invoice receipt, and no later than the due date posted on the invoice Sprint provides a minimum of a day grace period from the invoice date to the payment due by date, and our customers agree to pay invoice balances in full within the allotted time as a condition of service As stated in our Terms and Conditions of Services, unpaid balances after this date are subject to late payment fees, service interruptions, account reconnect fees, and collections treatment Further, Sprint does not have a relationship with Mr [redacted] ’s new carrier Sprint does not receive payment or equipment returns from the other carrier, and is not part of any transaction approval processTo resolve Mr [redacted] ’s concerns, we applied courtesy credits totaling $to his account to offset a late payment fee, requested that he make timely payment of the balance, and referred him to his new carrier to address his questions related to a delayed award of a promotional reimbursement by that carrierIf we can be of any further assistance in this matter, Mr [redacted] can contact me directly by calling our office toll-free at ###-###-####, ext***, and referencing case [redacted] I am available from 7:a.mto 3:p.m., Central Time, Monday through FridaySincerely, [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, Kimberly D [redacted]

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 Ms [redacted] submitted on December 9, We appreciate your assistance in bringing our customer’s concern to our attention We are pleased to inform you that we have addressed Ms [redacted] ’s concern According to the information provided, Ms [redacted] stated that she was informed by our Telesales group that she would be able to upgrade her device for $However, when she attempted to upgrade her device the quoted amount increasedMs [redacted] further expressed her dissatisfaction with the level of customer service she received from Sprint while attempting to resolve this matter Ms [redacted] requested that Sprint review this matter and honor the quoted amount Sprint has reviewed Ms [redacted] ’s complaint Our records indicate that Ms [redacted] contacted our Customer Care group on December 4, 2016, and inquired about the cost to complete an upgrade In response to her inquiry, Sprint informed Ms [redacted] that should be required to pay $for the upgrade; however, she was not informed of the applicable taxes Upon further review, we have confirmed that Ms [redacted] completed an upgrade on December 17, 2016, associated with phone number ending in ***, and remitted a payment of $plus applicable taxes We spoke with Ms [redacted] on December 19, 2016, to confirm if her issue was addressed and resolved Ms [redacted] expressed her satisfaction with the resolution for this matterWe appreciate Ms [redacted] taking time to provide details of her experience with Sprint We are continually striving to improve the quality of service provided to our customers Please be assured that we value Ms [redacted] ’s feedback and will utilize this input to improve our training and processes We apologize for any inconvenience Ms [redacted] may have experienced regarding this matterIf 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, /s/ Terrance [redacted] Terrance [redacted]

May 11, RevDex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] Sprint Account XXXXX***, [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of Mr [redacted] filed on behalf of Mr [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention In his inquiry, Mr [redacted] described unfavorable customer experiences from our representatives during his attempts to discuss a promotional and marketing concern, stating that he does not understand the charges and has been unsuccessful in receiving an explanationHe expressed further dissatisfaction that the charges are higher than he expected, and his calls were not escalated by our Customer Care department when he requested to speak with a supervisorMr [redacted] requested that we provide an explanation of the charges, as well as honor the amount that he was initially quoted We appreciate Mr [redacted] ’s taking the time to provide us with the details of his experiences with our 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 misunderstanding that may have occurred related to Mr [redacted] ’s Sprint billingSprint is committed to protecting the privacy of our customersIn accor***ce with that commitment, we take measures to verify that any person contacting us about an account is authorized to discuss and/or make changes to that accountSpecifically, we require that each account has a PIN and that the account’s PIN or security question/answer is correctly verified before we discuss account information or make any changes to the accountAs such, we must first speak with Mr [redacted] and have him provide the aforementioned security information before we can discuss the account or assist with the concerns raised in his inquiry During our April 28, 2017, conversation with Mr [redacted] , we provided the referenced information and he agreed to notify his father, Mr [redacted] , to contact our office on May 1, Unfortunately, we did not receive a return call from Mr [redacted] , and our attempts to follow up with him via telephone and e-mail on May and May 4, 2017, were unsuccessfulHowever, we spoke with MrsLisa [redacted] , the spouse of the account holder on May 4, 2017, and she advised us that Mr [redacted] passed away three years agoWe extended our condolences for her loss, and she advised that she chose to keep the service active after he passed In accor***ce with our policy and guidelines, loved ones who handle the estate of our deceased account holders should notify Sprint and provide a death certificate so we can cancel their service and provide options for authorized users to establish service in their own nameBased on this information, we are unable to address the concerns in Mr [redacted] ’s inquiry without taking the appropriate steps to close the referenced account Mrs [redacted] accepted our response, and stated that she understood our positionHowever, we have not received a return call from her or Mr [redacted] If we can be of further assistance regarding these matters, Mrs [redacted] can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, extension ***I am available Monday through Friday between 9:a.mand 5: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:Complaint Detail / ProblemComplaint Type:Service IssuesselectProblem:I initially filed a complaint on 3/23/regarding my service and connectivity issue with my cell phonesOn 4/3/I was contacted by Executive Services Analyst, [redacted] , asking me to contact her about what was going on with my serviceShe asked me to reference case # [redacted] After a couple of weeks of back and forth communication she advised me to go into a sprint store to have my phones diagnosedOn 4/I took my phone to store # [redacted] and had the technician there run diagnostic tests on the phone which took several hours to see if there is an actual issue with the phone and not the serviceUpon picking my phone back up from the store the technician advised me to get a booster box to strengthen the signal which would be sent by Sprint at not chargeOn 5/2/I was contacted thru text by a rep named [redacted] stating that she understood I was needing a booster boxI told her the issues Ive been having and she said that the booster box is only for data and not the actual service (calls and texts)We both agreed that this would not help because when I am home I'm connected to wifi so the booster would just be there for nothing5/10/ [redacted] contacted me again by calling this time but I received no missed call notification only a notification letting me know I received a new voicemailSince the visit at the Sprint store my service and phone are lagging even worse than beforeNothing has been resolved with my service and I'm still paying the billI'm beyond frustrated at this point.TranslateDesired Resolution / OutcomeDesired Resolution:Other (requires explanation)selectDesired Outcome:I want my contracted with Sprint terminated with no penalties and without negative factors against my credit scoreI will willingly give back all cellular devices as well as the tablets I received from them 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 meBecause I keep getting the same response Regards, Marco O***

In the information provided, Ms [redacted] stated that she ported-out her lines of services to another wireless service due to incorrect information she was provided regarding a phone promotional offer Ms [redacted] ’s account was assessed Lease cancellation and the Lease Device Purchase Amount chargesTherefore, Ms [redacted] requested that Sprint review these matters, and adjust her account 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 website via 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 Upon Ms [redacted] ’s device activation, she was provided with a clear disclosure of her equipment purchase, and all other applicable fees and chargesFurthermore, we were able to locate signed copies of her Lease Agreements, which includes a description of the charges in questionBased on our review, we were unable to identify any miscommunication or billing error regarding the terms of the charges assessed to her account on Sprint’s part As such, the charges reflected on her account are valid Upon further review of our records, phone numbers ending in ***, ***, [redacted] and [redacted] were ported-out to another wireless service provider on May 20, Since Ms [redacted] participated in Sprint’s Monthly Installment and Leasing program, her account was cancelled and automatically assessed Lease cancellation, Lease Device Purchase and Accelerated Amount charges totaling $1,as reflected on her June invoice During our conversation with Ms [redacted] on July 20, 2017, although we maintain that no credit is due, in an effort to amicably resolve this matter, we offered to take back the phones provided they are in good working condition and undamaged and waive her device cancellation chargesHowever, Ms [redacted] advised us that she has traded in three of the devices and the remaining device is damaged As a result, we must respectfully decline Ms [redacted] ’s request to apply an adjustment to her account We appreciate Ms [redacted] ’s taking the time to provide details of her experience with our Customer Care group We are continually striving to improve the quality of service provided to our customers Please be assured that we value customer feedback and that her concerns will be forwarded to the appropriate managerial staff for further review

April 12, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] Sprint Account XXXXX***, [redacted] Sprint Case [redacted] To Whom It My Concern: Sprint is in receipt of the above-referenced inquiry We appreciate your assistance in bringing our customers’ concerns to our attention According to the information received, Mr [redacted] stated that he contacted Sprint in December and requested his account to be cancelledHe stated that the representative advised him that it would be cancelled at the end of the billing cycle in January He stated he was advised that his final bill would be $ He stated he then discovered that one of his telephone numbers had not been cancelled as he had requested and he received a bill for approximately $and his account was sent to an outside collection agency He is requesting a resolution to these issues After completing a review of Mr, [redacted] ’s Sprint account from September to January 2017, we were unable to identify any billing errors Mr [redacted] ’s balance in the amount of $consists of unpaid monthly recurring charges We spoke to Mr [redacted] on April 3, and provided him with the above-referenced information At his request, we cancelled the number ending in [redacted] effective immediately In an effort to reach an amicable resolution, we offered and Mr [redacted] accepted a courtesy credit in the amount of $300, which was applied to his account After the credit was applied, the adjusted balance was $ Mr [redacted] made a payment with his credit card in the amount of $ His account is now closed and reflects a zero balance He stated that he considers the issue resolved to his satisfaction We appreciate Mr [redacted] taking time to provide details of his experience with our customer service representatives We are continually striving to improve the quality of service provided to our customers Please be assured that we value customer feedback and that his concerns will be forwarded to the appropriate managerial staff for further review We regret any inconvenience these matters may have caused If 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 RExecutive Services Analyst

October 10, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , Tawnya [redacted] Account XXXXX [redacted] Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of MsTawnya [redacted] We appreciate your forwarding our customers’ concerns to our attention In the inquiry, Ms [redacted] stated she purchased a device and received it on September 6, She further stated the device was defective and she returned it to a store on September 9, Ms [redacted] stated the device was a pre-order and she paid a $shipping fee, but was also billed for a shipping fee on her invoice She was also assessed the $device lease cost, a $restocking fee and an activation fee, which she is disputing As a result, she is requesting we review the matter We reviewed Ms [redacted] ’ account and confirmed she ordered a Samsung Note on phone number ending [redacted] via the Sprint Flex lease option The order was placed on our website on August 31, 2017, and there was a $shipping fee and $activation fee Ms [redacted] activated the device on September 6, 2017, and we confirmed she did return the device to the store on September 9, Sprint is committed to providing world-class customer service, and we stand behind our commitment with a 14-day Sprint Satisfaction Guarantee return policy on all our products Customers can return their device to the point of sale within that time period for a full refund (day of the days starts the day after activation) Sprint assesses a $restocking fee for devices and a $restocking fee for notebooks, netbooks or tablets However, if the device is returned in its’ original unopened package, no restocking fee is charged Additionally, we will refund any activation fees within three days of activation This policy may not reflect the additional return policies of our authorized third-party dealers or retailers We confirmed Ms [redacted] paid $for the shipping fee at the time of her order The shipping fee reflects on her invoice as it is her receipt However, the $payment posted to her account to offset the charge As a gesture of goodwill, we issued credit of $to offset the shipping fee as Ms [redacted] did return the device The activation fee and restocking fee have also been credited to her account Additionally, the lease agreement was canceled on the Samsung Note 8, and the $device lease charge was also credited to Ms [redacted] ’ account The matter is addressed and resolved We regret any inconvenience Ms [redacted] may have experienced as a result of this matter If she needs further assistance with this concern, she 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, 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: Regards, [redacted] now I have everyone and their mother from sprint calling me this whole deal was a bad upgrade gone wrong and they won’t admit it and are still charging me