Sprint Corporation

[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 still cannot access my accountThere has to be another way besides sending a code to the phone number of my sonIM THE ONE THAT GOT THE ACCOUNT!!! As I explained they screwed up on the test questions so I don't know the answerI NEED YOUR HELP!!!!! Regards, [redacted]

September 28, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File [redacted] Sprint Account XXXXX***, Kim L [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the rebuttal inquiry of MsKim L*** We appreciate your assistance in bringing our customer concerns to our attention According to the information provided in Ms***’s subsequent complaint, she has still not received the reissued prepaid reward cards as previously promised We regret any inconvenience this matter may have caused Ms*** As outlined in our previous response, we contacted Visa and requested new reward cards be processed to the correct address Because Ms [redacted] has not received the new cards, we directed her to Visa as we have no control over the issuing of the cards after they are approved Subsequently, we received an email update from the consumer advising that Visa informed her that the reward cards did not include the correct apartment number; therefore, Ms [redacted] requested that Visa reissue the cards once again and mail them to a completely different address and she was provided with a to days turnaround time If Ms [redacted] has any further questions regarding this matter, 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 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 had time to discuss with Ms [redacted] my concernsShe expressed to me that moving forward should I have any concerns I could call her directlyThis resolution is satisfactory to me Regards, [redacted]

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Bettering, Business Bureau: I have reviewed the response made by the business in reference to complaint ID [redacted] , and while I never claimed that I was satisfied with the response from Spribt and they grossly underreported their incompetence, due to Tmobile's flexibility, I will accept this resolution 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] I have spoken directly with Ms tea a T and she has assured me and reinforced her intentions as she has stated in her response to youI am relieved to haveOne to a resolution on this matter thank you Revdex.com I DONT THINK I COULD HAVE ACCOMPLISHEDT THIS WITHOUT YOU.GRATEFULLYMS [redacted]

May 9, Revdex.com Ward Parkway, Suite Kansas City, MO Re: [redacted] Sprint Account: XXXXX [redacted] Revdex.com File # [redacted] Sprint Case # [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of [redacted] ***, received on May 5, We appreciate your assistance in bringing our customer’s concern to our attention Ms***’s filing expressed concern with the level of service received while attempting to resolve her account concerns Ms [redacted] stated that her account is being charged for an iPhone 5s device that she turnto SprintAs such, Ms [redacted] requested that Sprint review her account and take the appropriate action We are continually seeking ways to improve the quality of service provided to our customers Please be assured that we value Ms***’s feedback and her concerns have been forwarded to the appropriate managerial staff for further review Sprint has reviewed Ms***’s complaint Upon completion of our review, on May 5, 2016, we have confirmed that the device previously utilized on phone number ending in was returned to the retail store, in February Accordingly, the Lease Agreement was cancelled on May 5, To fully resolve this matter, our Customer Care group applied a credit of $to the account to reverse the monthly lease charge and related taxes to offset the charges associated with the Lease Agreement, as reflected on the February through April invoices On May 5, 2016, our Executive Analyst spoke with Ms [redacted] to discuss this matter During the call, Ms [redacted] confirmed that she received notification from our Customer Care group with regard to her resolution Ms [redacted] further confirmed with our analyst that her issue was resolved We apologize for any inconvenience Ms [redacted] may have experienced as a result of this matterIf we can be of further assistance with this issue, Ms[redacted] can contact the undersigned by calling our Executive & Regulatory Services Department at ###-###-#### Ext***, Monday through Friday between a.mand p.m., Central Time Sincerely, Hakima WHakima WExecutive Analyst

May 24, 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 May 16, We appreciate your assistance in bringing our customers’ concerns to our attention According to the information provided, Mr [redacted] expressed his dissatisfaction with his attempts to address his account concernsMr [redacted] stated that in March 2017, he received a billing statement from Sprint attempting to collect a debt totaling $4,As such, Mr [redacted] stated that he has been a victim of identity theft and has never established service with SprintHe further stated that he has filed a police report and alerted SprintAs such, Sprint has requested for him to fill out a Fraud packet and mail it to Sprint’s Fraud Management departmentTherefore, Mr [redacted] requested that Sprint review this matter, cease all collections efforts and respond accordingly Sprint has reviewed Mr [redacted] ’s complaintWe communicated with Mr [redacted] on May and of via email regarding his concernsAs such, Mr [redacted] forwarded a copy of his fraud packet that he received from Sprint, which was forwarded to our Fraud Management department for investigationUpon our receipt of the completed fraud packet, a representative of Sprint’s Fraud Management department will research Mr [redacted] ’s claim and respond to him in writing with our findings as soon as possibleIf fraudulent activity is confirmed, the appropriate credits will be applied to the account, and Mr [redacted] will be promptly notifiedIn addition, if applicable, we will request that the credit bureaus remove any negative reporting information regarding this issueIt may take up to days for the credit bureaus to complete this processMr [redacted] has confirmed his understanding of the information that was relayed to him We regret any inconvenience we may have caused Mr [redacted] If we can be of further assistance with this issue, Mr [redacted] can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext***I am available Monday through Friday between a.mand p.m., Central Time Sincerely, Chanda L Executive and Regulatory Services Analyst

February 3, [redacted] Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] Sprint Case [redacted] Dear Ms***: Sprint is in receipt of the above-referenced complaint of Mr [redacted] We appreciate your assistance in bringing our customers’ concerns to our attentionAccording to the information in Mr [redacted] ’s inquiry, he advises that he contacted our Customer Care department on December 17, 2015, and requested to cancel his accountHe further advises that our representative advised him that his service would terminate on December 31, Therefore, he is disputing all charges assessed to his account assessed after this date Sprint advertises and provides services in monthly incrementsIf services are terminated before the end of the billing cycle, we do not prorate monthly service charges, nor do we provide refunds or credits for any unused minutes in the service planWhen Mr [redacted] contacted our customer care department on December 17, 2015, to cancel his service, the account was set to expire on the last day of that billing cycle on January 12, We regret that this may not have been explained to Mr [redacted] when he called customer service; however, this information is provided in our Terms and Conditions of Service We confirmed that Mr [redacted] ’s account is canceledDuring our conversation with Mr [redacted] on January 29, 2016, we offered to credit the charges assessed to his account after December 31, 2015, due to any miscommunication regarding our cancellation policyHe accepted our offer; as such, we applied credits totaling $to his accountSubsequently, Mr [redacted] paid the remaining balance of $As a result, his account is in final status with zero balance We appreciate having had the opportunity to assist in resolving Mr [redacted] ’s account concernsWe regret any inconvenience he may have experienced as a result of this matterIf Mr [redacted] needs further assistance, he 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, Michal M 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] I can easily attach a screenshot of the unanwered emails to my next responseI have also asked why Sprint can't correspond through email to resolve this matter and again have not been responded toIn reference to the time I'm available to speak your hrs don't help the situation or access to resolve the matter over the phoneI have not been told why we can not resolve this matter through communicating via email eitherEach time I have tried to call there has been extended hold times which obviously is another inconvenience on top of the fact the issues started with Spirits sales representatives lying to me in the first place about the cost of the phone and the monthly feeAs stated time and time againI work MthruF and am off at 630pmI can not answer my phone during working hrs or be kept in hold for extended periods of time while I am on timed breaksThe BEST way to communicate with me is email which I have tried to do on numerous occasions with no response from your debts Complaint: [redacted] I am rejecting this response because: Regards, [redacted]

November 4, Revdex.comWard Parkway, Suite 401Kansas City, MO Re: Revdex.com Inquiry [redacted] , [redacted] *** Sprint Account xxxxx*** Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the inquiry filed with your office by Ms [redacted] *** We appreciate your assistance in bringing her concerns to our attention In her inquiry, Ms [redacted] states that she was advised that she could cancel a line of service and terminate the associated lease at any time She states that she has attempted to do just that on several occasions, but is being told that she must pay full price for the device and return it to Sprint, which believes is unfair She states that she will either return the device without payment or pay for the device without returning it, but not both She is seeking assistance with this matter We spoke with Ms [redacted] on November 3, 2016, and although a review of her account records does not support her claim that she was told she could cancel the line ending in ***, as well as the associated lease agreement, at any time at no charge, we offered to allow her to return the leased equipment associated with that line, as a courtesy Upon receipt of the device in our warehouse in good/like new condition, we agreed to offset the accelerated equipment and cancelation fees assessed totaling $ We canceled the line in question and ordered a label to facilitate the return of the device in question and halted collection efforts on the associated charges for the next days It is important to note that leasing a device means that the customer does not own the equipment, Sprint does, and the lease agreement signed at the point of sale clearly denotes the legally binding stipulations of said agreement Ms [redacted] will be held to the terms of the two remaining lease agreements that are currently in effect on her remaining two lines of service, as well as any lease agreements that she may enter into in the future For additional details regarding her remaining two lease agreements, she can view those documents via her online account at www.sprint.com, My Account, My documents We regret any inconvenience Ms [redacted] may have experienced as a result of this matter and appreciate her business If further assistance is needed, I can be reached toll-free at ###-###-####, ext*** I am available Monday through Friday between a.mand p.m., Central Time Sincerely, Sean ***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 meFor the record that the explanation provided in the letter from Alethea to the Revdex.com is not what was explained to meShe told me over the phone that I had a zero balance and apologized for the inconvenienceGoing forward I hope that they provide clearer explanations to their customersThank you for your assistance Regards, [redacted]

May 11, [redacted] Revdex.comWard Parkway, Suite 401Kansas City, MO 64114Re: Revdex.com Case [redacted] Complaint of [redacted] A [redacted] Sprint Case [redacted] Dear Ms***: Sprint is in receipt of the above-referenced complaint of Mr [redacted] A [redacted] , regarding Sprint account XXXXX*** We appreciate your assistance in bringing our customers’ concerns to our attention In his inquiry, Mr [redacted] expressed his dissatisfaction with the level of customer service provided by our representatives during his attempts to obtain his buyout promotion that would pay his early termination fees with ***He also expressed that the wait time for his iPhone Plus was about two monthsThe early termination fee buyout requires the customer to turn in the device from their previous carrier and upload their final invoice that shows the early termination fee Mr [redacted] was told that his [redacted] phone was damaged and did not qualify for the promotion, so he requested that we process a $gift card or return his [redacted] device to him.We appreciate Mr [redacted] ’s taking the time to provide us with the details of his 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.We regret any miscommunication that may have occurred regarding the eligibility requirements to receive the buyout gift cards and that Mr [redacted] ’s iPhone Plus took longer to arrive than anticipatedAt the time of his iPhone preorder, the color and memory configuration he requested was backordered and was subject to limited availability from the manufacturerDue to any miscommunication that may have occurred and to demonstrate our commitment to excellence, we have manually processed a registration for Mr [redacted] ’s gift card in the amount of $He should receive his gift card on or before May 23, We are pleased that we were able to resolve these concerns to Mr [redacted] ’s satisfaction If we can be of further assistance regarding these matters, you or Mr [redacted] can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, extension *** I am generally available Monday through Friday between 7:a.mand 4:p.m., Central Time Sincerely,Dianah A.Executive Services Analyst

September 27, 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 rebuttal of Mr [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention and regret the circumstances that led Mr [redacted] to contact your office once again In the additional information provided, Mr [redacted] stated that his issue has not been resolved He further advised that since Sprint in unable to provide him copies of the two year term Service Agreement, he was supposed to have been on, he will only agree that the issue be closed if the $balance can be reduced to $after adjusting the account for the returned equipment as well as the Early Termination Fees We have thoroughly reviewed Mr [redacted] ’s complaintWe confirmed the Airave device associated with line ending in [redacted] was returned to our warehouse on September 8, 2017, and the $charge associated with that line of service was adjustedAdditionally, we agreed to apply a one-time courtesy credit of $to offset the Early Termination Fees incurred With this credit, the account reflects a remaining balance of $ During our September 26, 2017, follow up conversation with Mr [redacted] , the information outlined above was explained to him Furthermore, we informed Mr [redacted] that because the charges are valid, the outside collections agency cannot remove the negative reporting However, we can request that the account be updated to paid in full after he pays the $remaining balanceMr [redacted] confirmed that this issue has been resolved, and thanked us for our help We regret any inconvenience these matters may have caused Mr [redacted] If we can be of further assistance with this issue, or if Mr [redacted] has additional questions regarding this matter, he 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, [redacted] *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 the performance of her data and voice services while attempting to her Sprint deviceShe requested that we apply credit to her account due to those unresolved network issues We regret any difficulty Ms [redacted] may have experienced while attempting to use her Sprint servicesIn an effort to identify the source of her reported concerns, we dispatched network engineers to Ms***’s areaThat team determined that our network recently experienced a brief outage and that, during that time, customers in Ms***’s area may have been unable to reliably access our data services for approximately days During our January 27, 2016, discussion with Ms***, we explained the details outlined aboveTo demonstrate our commitment to world-class service, we offered to apply credits totaling $to her account to offset an amount equivalent to percent of her data charge for the days of our brief network outageMs [redacted] accepted our offer, and we applied the credit as agreedMs [redacted] confirmed that her reported issues have been addressed and resolved to her satisfaction We appreciate Ms***’s taking the time to provide us with the details of her experience with our Customer Care representativesWe are continually striving to improve the quality of service provided to our customersPlease be assured that we value her feedback and that her concerns have been forwarded to the appropriate managerial staff for further review If we can be of further assistance with this matter, Ms [redacted] can contact me directly by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext***I am available Monday through Friday, between a.mand p.m., Central Time

[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: ***
I am rejecting this response because Sprint has not addressed, nor placed any consideration, to the two most important issues here: MY RIGHT TO PRIVACY AND THEIR LACK OF DISCLOSURE AND TRANSPARENCYI was NOT AWARE AND NEITHER WAS I ADVISED IN WRITING OR VERBALLY, AS A NEW OR CONTINUING CUSTOMER, that they RECYCLE phone numbers and that any phone number that I may have had previously could be assigned to someone else later and that the phone number that has been assigned to me might have belonged to another person and, because of that, there is a potential that personal texts and phone messages intended for me might end up going to another person who now holds the old number I used to have, or I might be getting personal messages and phone calls that belongs to someone elseThis was my primary complaint, and it has not been resolved by Sprint's responseSprint's interest appear to be primarily-focused on the bill, but not on their responsibility to their customers to provide ADEQUATE DISCLOSURE AND SUFFICIENT PROTECTION OF PRIVACYHad I been advised earlier that they recycle phone numbers, I would have done my best to protect my privacy by updating immediately all my contacts with my new phone number and deleting all old phone numbers that I previously provided to my doctors, my lawyer, my professional contacts and friendsI also would likely not have given so much worry about unknown phone calls that I was getting, and silent phone messages that were in my inboxAt one point, I was so concerned that I changed my phone number a second timeIt is unacceptable for Sprint not to take seriously the privacy and disclosure rights of its customersThey represent, in their ads, that their customers' privacy is of utmost important to them, but my experience has been anything but.As far as the cell phone that is under installment payment agreement, I can return the device to Sprint and have the remaining unpaid cost canceled with the returnI am also asking for a waiver of the termination fee and any other penalties or interest that I may have been assessedI left Sprint for a valid reason-- from my perspective, it is they who broke the contract by failing to protect my privacy and not disclosing all relevant information that would have made a difference in my decision to enter a service agreement with Sprint in the first place.
*** ***

April 6, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Complaint ID *** Sprint
Account XXXXX***, *** *** Sprint Case *** To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of Mr*** ***, submitted on March 15, 2017. We appreciate your assistance in bringing our customers’ concerns to our attention Based on the information received from Mr***, he states that he had an unfavorable customer experience while attempting to address a transfer of liability that was completed on his account without his authorizationHe states that he purchased an iPad Air on a 24-month Installment Billing (IB) agreementThe equipment was moved to his sister’s account, and now he is attempting to complete a transfer of liability to have the iPad Air moved to his account; however, he has been unable to rectify this matterMr*** is requesting that his services be cancelled, any equipment charges or Monthly Recurring Charges (MRC) be waived, and he will return the equipment We attempted to reach Mr*** via phone and email on March 22, and 31, 2017, asking him to contact our office to discuss his concerns. Additionally, we mailed a letter to his address on file on April 6, 2017, advising him of our receipt of his complaint and our desire to speak with him to address his concerns Sprint is committed to protecting the privacy of our customers. In accordance with that commitment, we take measures to verify that callers are authorized to discuss and/or make changes to an account. Specifically, we require that each account has a PIN and that the PIN is verified by the account holder or an individual authorized to have access to the account before we can discuss sensitive account information or make any changes to the account. If the PIN cannot be provided, other specific identifiers may be required to discuss the account information or to implement the changes being requested. Therefore, Mr*** can contact us at the number provided below at his earliest convenience to complete the authentication of his account so that we can address his concerns. We 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 Time Sincerely, LaToya *** 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: ***
I am rejecting this response because: There are no documents that describe such a scenario, besides being told by account services the only way to obtain a list of the excluded phones was with a court ordered subpoena PERIODThis literature DOES NOT EXIST ON THEIR WEBSITEPlease find it for your self if you do not believe me
Regards,
*** ***

July 11, 2017 Revdex.comWard Parkway, Suite 401Kansas City, MO 64114 Re: Revdex.com Complaint ID *** Sprint Account XXXXX***, *** *** *** Sprint Case *** To Whom It May
Concern: Sprint is in receipt of the above-referenced complaint of Mr*** *** ***, submitted on June 22, 2017. We appreciate your assistance in bringing our customers’ concerns to our attention. According to Mr***’s complaint, he states that in January 2017, he ordered a Samsung Galaxy Sfor line ending in *** at his local Sprint storeHowever, he states that he called in to cancel the order before he received the equipmentHe has since learned that he has been paying for equipment installments for a device that he never receivedAs a result, Mr*** is requesting an adjustment to his account for the equipment charges so he may choose to go to another carrier We spoke with Mr*** on July 3, and 10, 2017, regarding his concernsOur office partnered with our internal Fraud management, as well as store management to assist with our investigationBased on our findings, a credit in the amount of $was applied to account XXXXX*** for the billed installments paid toward the Samsung Galaxy SdeviceFurthermore, the 24-month Installment Billing (IB) agreement was cancelled for the deviceMr*** expressed his satisfaction with the actions taken. We regret any frustration this matter may have caused. If I may be of further assistance regarding this matter, Mr*** can contact me 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 Time. Sincerely,LaToyaP.LaToya P.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: ***
I am rejecting this response because:
Regards,
Megan C***i had my time
wasted by someone calling from sprint and once again telling me that even though I was lied to by multiple employees, on a recorded line, that they still refuse to do anything for meThis is a bait and switch situation and that is illegalI was told I would get my discount once two billion my cycles had occurredWhen I was told that it wasn’t going to happen after two months I was told I could no longer cancel service either because it had been longer than daysWell obviously if I’m told it will be days before anything is applied of course it was more than daysI am very unsatisfied with this service and their idea of customer serviceThis is ridiculous and I want the problem resolved immediatelyI pay for my shareThey should have to keep up their end as well

August 3, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case ***, *** *** Account XXXXX*** Case *** To Whom It May Concern: Sprint is in receipt of the supplemental inquiry filed with your office by Mr*** ***. We appreciate your assistance in bringing our customers’ concerns to our attention. In the original complaint, Mr*** indicated he was offered a promotion that included four lines of service with unlimited data and two of the lines would be free. He accepted the offer and is being assessed $for the device, $for the service plan and insurance. He stated that he attempted to return the devices to the point of sale but was advised there is a restocking fee. Additionally, he advised he was quoted $for a cost estimate and his invoices have been higher. As a result, he is requesting that we review this matter We reviewed Mr***’s account and confirmed he upgraded his phone numbers ending *** and *** on January 30, 2017, via lease. In addition, he added two new lines of service with new phone numbers ending *** and *** purchased via installment billing on the same date. During our conversation with Mr*** on July 25, 2017, he indicated he is not using phone numbers ending *** and ***, and they are still in the box. Due to any misunderstanding that may have occurred, we canceled these two lines of service effective today. In addition, we ordered Mr*** two prepaid envelopes to facilitate the return of the devices. We confirmed the two devices were received in our warehouse on August 1, 2017. Therefore, we issued a credit of $to his account to offset the accelerated device charges. This credit will be reflected on his next invoice. We spoke with Mr*** on August 2, to advise him of our findingsDuring our conversation, Mr*** expressed his satisfaction and considers this matter resolved If Mr*** has any additional concerns regarding this matter, I 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 Time Sincerely, Ann HExecutive Services Analyst