Sprint Corporation

June 8, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case # ***, *** *** Sprint Account #xxxxx*** Sprint Case #*** To Whom
It May Concern, Sprint is in receipt of the above-referenced complaint of *** *** submitted on May 23, We appreciate your assistance in bringing our customers’ concerns to our attention According to the information provided Mr*** filing expressed his dissatisfaction with the information that was provided to him at a local third-party retail store locationSpecifically, stating that he was offered an iPhone SE without additional cost, upon adding a new line of service on his accountAlso, Mr*** expressed his dissatisfaction with the inability to receive the Visa Reward Cards as part of Sprint’s Contract Buyout promotional offer, upon activating a new line of service associated with phone line ending in *** in February Mr*** requested Sprint review this matter and honor the above promotion. We regret any inconvenience that may have occurred related to the terms of our Contract Buyout Promotional offerAs stated in the Terms and Conditions of the Contract Buyout promotion, potential Sprint customers are required to potheir active wireless number(s) from ***, *** or ***Porting customers are required to upload their previous provider’s invoice with the Early Termination Fee(s) and/or Accelerated Device charges assessed to our website to register for the Buyout creditAdditionally, the customer must tutheir old cellular provider’s device to SprintOnce approved, expectation regarding the delivery of the Contract Buyout Reward Cards is to weeksSprint does not pay the previous provider directly for the Early Termination Fee(s) and/or Accelerated Device chargesAdditional information regarding the aforementioned promotion can be provided by our Sprint stores, retail third-party partners, our Customer Care department or located at our website at www.sprint.com/jointoday Sprint has reviewed Mr***’s complaintOn February 14, 2017, our records reflect that Mr*** activated a new IPhone Plus device associated with phone line ending in *** via Sprint’s Leasing programAdditionally, on March 11, 2017, he portphone lines ending in ***, ***, *** and ***Our records do not substiante that he was offered an iPhone SE device with no costUpon the activation of service, Mr*** tradhis previous wireless service provider’s devices at the Sprint Retail Store location and did not receive any buyback credits towards the purchase of new device. However, our records indicate that on March 9, 2017, our billing team submitted the paperwork for the Contract Buyout offer and it was rejected since the *** invoice for phone line ending *** that was registered did not have an ETF/IB charges from his previous carrier ***. On the same day, an email was sent to Mr*** with instructions to upload the required invoice and to refer to our website, www.sprint.com/jointoday for any and all status updates regarding this registrationFurther, we recommended that Mr*** submits his final billing statement from his previous wireless service provider in order for us to honor the promotion We spoke with Mr*** on June 1, 2017, to discuss his concerns in detail and relayed the aforementioned information to himTo retain the account we offered a one time adjustment of $125, which Mr*** acceptedThe adjustment will appear on Mr***’s June 17, billing statement. Accordingly, Mr*** informed us that this matter has been addressed and he expressed his understanding with the information provided to him. We appreciate Mr*** taking the time to provide us with the details of his experience with our Indirect Retail location and our Customer Care groups. We are continually striving to improve the quality of service provided to our customers. Please be assured that we value Mr***’s feedback and have forwarded his concerns to the appropriate managerial staff for review and will utilize his input to improve our training and processes. We regret any inconvenience that Mr*** may have experienced while attempting to resolve the aforementioned concerns. If we can be of further assistance, Mr*** can reach us by calling the Executive & Regulatory Services department toll-free at ###-###-####, ext***. I am available Monday through Friday from 7:a.mto 4:p.m., Eastern Time Sincerely, /s/ Regina SExecutive Services Analyst

April 19, 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 Ms*** *** ***, submitted on March 29, 2017. We appreciate your assistance in bringing our customers’ concerns to our attention According to Ms***’s complaint, she states that she was not informed that the Visa prepaid cards that are issued for the Contract Buyout promotion (CBO) would only cover equipment charges from her previous carrier and not the entire billShe registered her lines via www.sprint.com/joinnow and her registration was denied because the bill she uploaded did not include an Early Termination Fee (ETF) or equipment chargesMs*** is requesting that she receive her Visa prepaid cards We attempted to reach Ms*** via phone and e-mail on April 5, and 10, 2017, asking her to contact our office to discuss her concerns. Additionally, we mailed a letter to her address on file on April 17, 2017, advising her of our receipt of her complaint and our desire to speak with her to address her 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, Ms*** can contact us at the number provided below at her earliest convenience to complete the authentication of her account so that we can address her 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

March 8, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case ***-Rebuttal, *** *** Sprint Account xxxxx Sprint Case *** To Whom It May Concern: Sprint is in receipt of the above-referenced rebuttal of Mr*** ***. We appreciate your assistance in bringing our customers’ concerns to our attention and regret the circumstances that led to Mr***’s contacting your agency once again In his rebuttal, Mr*** acknowledged our response to his previous filing in which he requested a device be unlocked for domestic use on another carrier network. He reiterated his request that we unlock the device in question We again regret any misunderstanding that may have occurred regarding Mr***’s device unlock request. Sprint has reviewed our records an additional time and can confirm that we are unable to unlock the device in question due to the device lock status not being owned by SprintWe recommend that Mr*** address this matter directly with the device seller and his current wireless provider We regret any inconvenience this matter may have caused Mr***. If we can be of further assistance with this issue, he can contact me directly by calling our Executive & Regulatory Services department toll-free at 1-844-282-8211, extension ***. I am available Monday through Friday, between 7:a.mand 3:p.m., Central Time Sincerely, John CExecutive Services Analyst

May 15, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case ***, *** *** Sprint Account xxxxx*** Sprint Case *** To whom it may concern:
Sprint is in receipt of the above referenced inquiry of Ms*** ***. We appreciate your assistance in bringing our customers concerns to our attention. According to the information provided, Ms*** expressed her dissatisfaction with our customer service representatives. She stated that she canceled her service within our 14-day return period; however, a refund for the returned devices has not been processed We regret that the customer service exhibited has fallen short of her expectations. It is our goal to provide first-class customer service at all levels of interaction. We have made numerous attempts to contact Ms***, starting with May 2, 4, 5, 9, 12, 13, and via US Mail with a letter sent to her address on file. Ms*** has not been available nor has reached out to us to address her 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 authorized to have access to the account before we can discuss sensitive account information or make any changes to the account On behalf of Sprint, I apologize for any inconvenience Ms*** may have experienced as a result of this concern. If we can be of further assistance, or if Ms*** has supplemental questions or concerns, she can contact me by calling the 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, Linard AExecutive Services Analyst

April 4, 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 his bill and chargesHe states that he went into the store in December 2016, because he was having a problem and was told that he could lower his monthly bill to under $a month after adding an additional phone line, a hotspot, and a tabletHe states that he was told that the savings would take one cycle to reflect on his billMr*** states that he received his January bill and it was much higher than initially quoted and he could not get an explanation of the charges after calling in to discussHe states that due to this experience he turned in all of his equipment and went to another carrierMr*** is requesting that all charges excluding the $he agreed to pay on his January bill be removed We spoke with Mr*** several times between the months of February and April via phone and email, regarding his disputeOur office has determined that his December increased due to three new lines of service being added to account XXXXX*** on the 20GB Data Share Pack planOur records indicate that he accepted an offer on December 1, 2016, to change his price plan to the 40GB Data Share Pack plan with no Access Charges on up to four linesHowever, it would take up to two bill cycles for the offer to be implemented on his accountAs a result, the account remained on the GB share plan in the interimDue to all the lines being cancelled or ported out, excluding line ending in *** which is currently suspended, prior to the February statement generating; the offer never materialized on the bill. The current balance associated with account XXXXX*** is $1,The account is in suspended status for non payment due to the line ending in *** still active on the account In response to equipment return, we were able to confirm receipt of the Alcatel flip phone that was associated with line ending in *** and credited $for the accelerated lease cancellation charges billed to the accountWe also confirmed return of the leased Samsung Galaxy Sthat was on the line ending in ***, the leased Samsung Galaxy Son the line ending in ***, and the LG GVigor that was on a month Installment Billing agreementBased on our findings, we confirmed these devices received a combined total of $in buyback creditsAs a courtesy, we credited a total of $*** for the End of Lease purchase amount for the devices associated with lines ending in *** and *** as there was a buyback value associated with the return of those devicesShould Mr*** want to discuss this matter further we encourage him to contact our office directly at his earliest opportunity 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

September 30,
Kansas City Revdex.com
Ward Parkway
Kansas City, MO
***
Re: Revdex.com File # ***, *** ***
Sprint Account: XXXXX***
Sprint Case # ***
To Whom It May Concern:
Sprint is in
receipt of the above-referenced complaint of *** *** submitted on September 16, We apologize for any inconvenience Ms*** has experienced as a result of this matterWe appreciate your assistance in bringing our customer’s concern to our attention
Ms***’s filing expressed her dissatisfaction with the lack of coverage in her home service area of Staten Island, NYMs*** further stated that Sprint applied credits to her account for her coverage concerns; however, her concerns remained unresolvedAdditionally, Ms*** expressed her dissatisfaction with the level of customer service she received from Sprint while attempting to resolve her account concernsMs*** requested that Sprint review these matters and cancel her account without being assessed an Early Termination Fee
Sprint has reviewed Ms***’s complaintAccording to our records, Ms*** established service with Sprint on February 11, 2015, activated phone line ending in *** and purchased a device at discounted pricing in exchange for two-year Service AgreementOur records further indicate that Ms*** contacted our Customer Care group on May 12, 2016, in regards to her coverage concernsIn response to her concerns, courtesy adjustments totaling $were applied to her account on May 12, and June 10,
We regret that the coverage in Ms***’s service area in Staten Island, NY has fallen short of her expectationsWe constantly monitor our network for service and capacity-related issues, and work diligently to address any issues we identify or are brought to our attention by our customersOur research into this matter determined that our network serving the area near Ms***’s billing address was operating within parameters during the time she stated to have experienced poor service
As outlined in our Terms and Conditions of Service, the coverage and quality of services may be affected by conditions beyond our controlWireless services cannot be regularly transmitted through concrete structures such as buildings, basements, walls, and various other structuresAs a result, customers may experience difficulty making or receiving calls when indoorsIn addition, dropped calls can occur any time the radio signal between our network and a wireless device is blocked by natural, man-made, or weather-related obstructionsBecause we understand that dropped calls are a frustrating aspect of wireless communication, each time a call is dropped; information is automatically recorded by our engineers and is used in our ongoing commitment to improve coverage
Based on our review of Ms***’s concerns, we have agreed to amend the Service Agreement associated with phone line ending in ***Therefore, should Ms*** elect to cancel service with Sprint, her account will not be assessed an Early Termination Fee
In an effort to ensure that Ms*** is satisfied and mutually accepts our resolution, we attempted to contact her via phone and e-mail on September 19, 21, 23, and 28, of 2016, and mailed a letter to the address on file on September 28, 2016, advising her of our receipt of her complaint and our need to speak with her directlyPlease note that we made an additional attempt to contact Ms*** on September 29, Unfortunately, we have not received a return call from Ms***We encourage Ms*** to contact the undersigned directly at the phone number noted below should she have any additional concerns regarding this matter
We appreciate Ms*** taking time to provide details of her experience with SprintWe are continually striving to improve the quality of service provided to our customersPlease be assured that we value Ms***’s feedback and that her concerns will be forwarded to the appropriate managerial staff for further review
If we can be of further assistance with this issue, Ms*** 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., Eastern Time
Sincerely,
/s/ Catherine ***
Catherine ***
Executive & Regulatory Services Analyst

August 11, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com
File ***, *** ** *** Sprint Account xxxxx*** Sprint Case *** To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of Ms*** ** ***. We appreciate your assistance in bringing our customers’ concerns to our attention In her inquiry, Ms*** disputed charges assessed to her account when she canceled her Sprint services and advised that she received inconsistent information regarding the nature of those charges. Ms*** also described unfavorable customer experiences during his attempts to address that matter and requested that we credit $to her account to offset the disputed amount We regret any misunderstanding that may have occurred related to Ms***’s Sprint billing. Our records reflect that Ms*** cancelled four of her five lines of service on February 22, 2017, and attempted to cancel her fifth line of service on May 30, 2017. However, an inadvertent keying error led to a delay in canceling that line of service until June 14, 2017, which caused her disputed account charges We spoke with Ms*** on August 8, 2017, and explained the information outlined above. We informed her that we applied credits totaling $to her account to offset the disputed charges plus the late payment fee reflected on her July invoice, leaving her account in closed status with a final balance due of $0. She indicated her satisfaction with our resolution We appreciate Ms***’s taking time to provide details of her experience with our Customer Care representatives. We are continually striving to improve the quality of service provided to our customers. Please be assured that we value customer feedback and that these concerns will be forwarded to the appropriate managerial staff for further review We regret any inconvenience Ms*** may have experienced as a result of these matters, as well as the loss of her business. If we can be of further assistance with these concerns, she can contact me directly by calling the Sprint Executive and 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 (Bud) JExecutive 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 ***, and find that this resolution is satisfactory to meMr.*** and I expect to receive what was offered by TV spots,and confirmed by the third party representing Sprint Buyer beware, only one Sprint location in Omaha, 11th DodgeCustomers should require contracts stating service, and company signatureThere is always a catch
Regards,
*** ***

Dear Ms***,
This is in response to the letter received by our organization on May 12, regarding *** ***We would like to thank you for the opportunity to respondWe at Sprint do see customer satisfaction as our priority and therefore regard every issue as critical and
important
According to the information provided, Mr***’s filing expressed his dissatisfaction with his Sprint account going into collections within days of activating serviceFurthermore, he states that his service was interrupted due to this errorMr*** request that we review this matter and credit his account accordingly
Sprint has reviewed Mr***’s complaint and notes that due to an inadvertent error, his account received collections notices within a few days after activating his account with SprintThis issue has been addressed and correctedIn an effort to settle this matter, on May 20, 2015, we have applied a total credit of $to his account to offset one month of service chargesThis credit will appear on the June billing statementPlease note that no additional credits are due for this complaint at this time
We have attempted to contact Mr*** to further discuss his concerns and advised him of our findings, without successWe encourage Mr*** to please contact us directly should he have any additional concerns regarding his accountWe trust this letter responds to your inquiryWe apologize for any inconvenience this may have caused
If we may be of further assistance, you can reach us by calling the Executive & Regulatory Services Department toll-free at ###-###-#### or directly at ###-###-####We are available Monday through Friday from 7:a.mto 4:p.m., Eastern Standard Time
Sincerely,
/s/ *** *** *** ***
Executive & Regulatory Services

December 21, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File ***, *** *** Sprint Account xxxxx**
Sprint Case *** To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of Ms*** ***. We appreciate your assistance in bringing our customers' concerns to our attention In the information provided, Ms*** expressed her dissatisfaction with the level of customer service provided by our representatives during her unsuccessful attempts to dispute a non-returned equipment charge assessed to her Sprint account for a device that she already returned to us. She requested that the device charge be removed from her account We appreciate Ms*** taking the time to provide us with the details of her retail experience. We are continually seeking ways to improve the quality of service provided to our customers. Our representatives are required to attend extensive training classes before they are released to assist our customers. Additionally, transactions are regularly monitored to ensure that our representatives meet or exceed our expectations for providing world-class customer service We regret any misunderstanding that may have occurred regarding the status of Ms***’s equipment return and referenced billing disputeOur research revealed that her recent equipment upgrade was applied to one of her lines of service but that the offsetting equipment return was inadvertently processed to another of her lines of service, which led to the disputed billing. To resolve Ms***’s dispute, we updated the device exchange documentation associated with her account to reflect on the proper line of service and applied credits totaling $her account on December 13, Currently, Ms***’s account reflects an updated balance due of $189.89. During our December 13, 2016, conversation with Ms***, we advised her of the information outlined above. She expressed satisfaction with our resolution We regret any inconvenience these issues may have caused Ms***. If we can be of any further assistance with these matters, Ms*** can contact me directly by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext***, and referencing case ***. I am available from 7:a.mto 3:p.m., Central Time, Monday through Friday Sincerely, Stan SExecutive Services Analyst

Re: Revdex.com Case # ***, *** *** Sprint Account # XXXXX*** Sprint Case # *** To Whom It May Concern: Sprint is in receipt of
the above-referenced inquiry of *** *** submitted on January 19, 2017. We appreciate your assistance in bringing our customer’s concern to our attention. We are pleased to inform you that we have addressed Ms*** ***’s concern According to the information provided, Ms*** expressed her dissatisfaction with the costs of her monthly recurring chargesMs*** stated that she was quoted a monthly rate of $per month for four lines of services; however, her monthly invoices have exceeded the quoted amountIn addition, Ms*** expressed her dissatisfaction with the inability to receive the American Express Reward Cards as part of Sprint’s Contact Buyout promotion. Ms*** requested that Sprint review these matters and asked that appropriate action be taken Sprint has investigated Ms*** concernsOur records indicate that Ms*** established service with Sprint on December 16, 2016, and activated four lines of services on our Unlimited Freedom plan w/$Automatic Payment discount per line/ per monthAt that time, two devices were activated via Sprint’s Leasing program and two devices were purchased via Sprint’s Monthly Installment Billing program. Please note that effective September 19, 2014, Sprint launched the Sprint Lease program, an industry-first 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, you 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 Additionally, Sprint 24-Month Installments is a device installment agreement that gives new and existing customers an affordable option to activate/upgrade to a Smartphone, feature phone or tablet device. Customers simply purchase an eligible device with no or a variable down payment, depending on device, and agree to monthly installment payments for each financed device. There are no service discounts for devices purchased through Sprint 24-Month Installments and at the time of purchase the customer will be required to pay all applicable sales tax against the Suggested Retail Price (SRP) as well as any applicable down payment for any device being purchasedFor additional information and eligibility requirements customers can visit www.sprint.com/easypay Our records further indicate that Ms***’s contacted our Customer Care group on January 11, 2017, and her price plan was updated to our Unlimited Freedom- Verizon plan with lines three through five for freeIn addition, an adjustment of $was applied to Ms***’s account to offset the price plan difference. Furthermore, Sprint approved Ms***’s Contract Buyout registration and American Express Reward Cards were processed on January 21, 2017, and mailed to the billing address on file. We spoke with Ms*** on January 30, 2017, and relayed the above information to her. During that call, we confirmed with Ms*** that she has four lines of services on our Unlimited Freedom-Verizon plan with two Lease Agreements and two Installment Billing Agreements. As such, her monthly rate totals $ per month plus related taxesMs*** expressed her satisfaction with the resolution provided We apologize for any inconvenience Ms*** may have experienced regarding these mattersIf Ms*** has any further questions about this matter, we can be reached by calling the Executive and Regulatory Services Department at ###-###-####, Monday through Friday, between a.mand p.m., Central Time. Sincerely, /s/ Terrance R*** Terrance R*** Executive & Regulatory Services

May 9, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case *** *** *** Sprint Account xxxxx*** Sprint Case ***
To Whom It May Concern: Sprint is in receipt of the above-referenced complaint filed by Ms*** ***. We appreciate your assistance in bringing our customers’ concerns to our attention According to the information provided in Ms***’s inquiry, she states that she established service with Sprint under the “Cut Your Bill in Half” promotion and was supposed to receive gift cards for the full payment of her previous carrier’s device cancellation charges. Additionally, she states that her service plan was modified from 6GB to 2GB and she would like the 6GB service plan reactivated on her account. As a result, she is requesting that Sprint honor what she believes she was promised. On December 5, 2014, Sprint launched its new promotional offer, Cut Your Bill in Half Event, encouraging other service provider’s customers to switch to Sprint and Sprint will cut their monthly rate plan in half. For a limited time, Sprint will provide unlimited talk and text to anywhere in the U.Swhile on the Sprint network and Sprint will match the customer’s data allowance for one-half of the cost they are currently paying for their monthly rate plan. Customers switching to Sprint need to follow these simple steps to take advantage of this limited-time offer: Visit www.sprint.com/halfprice to upload a copy of their current billBring a copy of their latest bill and all of the phones on their *** or *** account to turn in to their local Sprint store. A Sprint representative will select the service plan that most closely matches the data allowance in their current monthly rate planGet their new phone with one of our leasing options, Sprint Easy Pay(SM) installment billing, or pay full retail price for the device The discount applies to base service plan onlyExclusions and restrictions applyMore information about Sprint’s Cut Your Bill in Half Event can be found at www.sprint.com/halfprice. In conjunction with the promotional offer, at that time, we also offered to buy out an existing contract or pay an Early Termination Fee for other service provider’s customers who ported their phone numbers to us. In order to qualify, the device associated with each phone number would need to be returned to us and an invoice reflecting these charges needed to be uploaded to our website for us to confirm the amounts of these charges. During our discussion with Ms*** on May 9, 2017, we confirmed with her that our records reflect that she activated her Sprint account on June 28, 2016, for wireless telephones (xxx) xxx-***, (xxx) xxx-***, (xxx) xxx-***, and (xxx) xxx-***. We were unable to confirm that Ms*** uploaded her previous carrier’s invoice via the www.sprint.com/joinsprint website, as required. Therefore, because she did not upload her previous carriers invoice, she did not qualify for the promotional gift cards. Sprint has since received a copy of Ms***’s previous carrier’s invoices and has manually processed her registration. Ms*** can check the status of this submission online at www.sprint.com/joinsprinttoday using the confirmation numbers CBM-2***, CBM-2***, CBM-2***, and CBM-2*** During our discussion with Ms***, we confirmed that she was previously on the 50% off 6GB plan since June 28, 2016; however, our records reflect that there was a request to modify the gigabytes on her service plan from 6GB to 2GB on December 18, 2016. To address this matter, we have modified Ms***’s service plan to reflect the T-Mo Simple Choice GB percent off service plan. The T-Mo Simple Choice GB percent off plan consists of unlimited talk, text and GB of shared data among the four lines on her accountThe plan will become effective on May 28, Ms*** has the option to change her service plan at any time, and the change will become effective at the start of her next billing cycle. We appreciate Ms*** for taking the time to provide us with the details of her customer service experience. We regret any confusion that occurred regarding our CYBIH promotion requirements and details. We are continually striving to improve the quality of service provided to our customers. Please be assured that we value her feedback and that her concerns have been forwarded to the appropriate managerial staff for further review If further assistance is needed regarding this matter, Ms*** 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, Sean *** Executive Services Analyst

December 28,
Revdex.com
Ward Parkway, Suite
Kansas City, MO
Re: Revdex.com File ***, *** ***
Sprint Account XXXXX***
Sprint Case ***
To Whom It May Concern:
Sprint is in receipt of the above-referenced complaint of *** ***
submitted on December 19, We appreciate your assistance in bringing our customer’s concern to our attention
According to the information provided, Ms*** expressed her dissatisfaction with the level of customer service she received from Sprint while attempting to resolve her equipment concernMs*** further expressed her dissatisfaction with the quality of her Samsung Galaxy Jdevice associated with phone number ending in ***, after she has established services with SprintMs*** stated that she has had to procure a replacement device without any assistance from SprintMs*** requested that Sprint review this matter, and provide her with a service credit in the amount of $
Sprint has reviewed Ms***’s complaintOur records reflect that on September 24, 2016, Ms*** activated a Samsung Galaxy Jassociated with phone number ending in *** on September 24, via Sprint’s Monthly Installment programSprint 24-Month Installments is a device installment agreement that gives new and existing customers an affordable option to activate/upgrade to a Smartphone, feature phone or tablet deviceCustomers simply purchase an eligible device with no or a variable down payment, depending on device, and agree to monthly installment payments for each financed deviceThere are no service discounts for devices purchased through Sprint 24-Month Installments and at the time of purchase the customer will be required to pay all applicable sales tax against the Suggested Retail Price (SRP) as well as any applicable down payment for any device being purchasedFor additional information and eligibility requirements customers can visit www.sprint.com/easypay
Please be advised that all new Sprint devices and/or Mobile Broadband devices come with a limited one-year manufacturer’s warrantySprint customers are also given the option to subscribe to our Total Equipment Protection (TEP) option within the first days of activating a new device on their phone lineTEP provides Sprint customers with a cost efficient way to protect themselves against loss, damage, and wear and tear to their device that is not covered under the provisions of the limited one-year manufacturer’s warranty
After further review of our records, Sprint confirmed that Ms*** does not subscribe to TEP on phone number ending in ***If Ms*** is experiencing a problem with her device she may visit her local Sprint service and repair center for diagnostic testingAt that time, if it is determined to have a manufacturer’s defect, and is still within the limited one-year manufacturer warranty period, Ms*** may send the defective device directly to the manufacturer for repair and/or replacement under the provisions of the manufacturer’s limited one-year warrantyMs*** is responsible for shipping costs and may incur additional costs if the manufacturer determines the device issue is not covered by their manufacturer’s warranty
If the problem with Ms***’s device is not covered under the provisions of the limited one-year manufacturer’s warranty, or the warranty period for the device has expired, or the customer does not want to send the device to the manufacturer, the customer has the following options: if the device has an issue that is deemed repairable by the Sprint service and repair center, she may have the device repaired or replaced at a Sprint service and repair center for a fee of $If the device is not deemed repairable by the Sprint service and repair center, the customer will need to purchase a replacement device
We spoke with Ms*** on December 21, 2016, to discuss her concern in detail and relayed the aforementioned information to herDuring our conversation, we explained that we were unable to identify any known issues with the Samsung Galaxy Jdevice communicated by the manufacturer, SamsungIn order to provide an amicable resolution and closure to this matter, Sprint offered a one time courtesy adjustment in the amount of $70, which Ms*** accepted and confirmed her issue was resolved to the best of our ability
We apologize for any inconvenience this matter may have caused Ms***If we can be of further assistance, Ms*** can contact me directly by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####I am available Monday through Friday between 8:a.mand 4:p.m., Central Time
Sincerely,
David H
Executive Services Analyst

Executive & Regulatory Services POBox 169014, Irving, TX June 22, Revdex.com Ward Parkway Kansas City, MO Re: Revdex.com Complaint *** Sprint Account XXXXX***, *** *** Sprint Case *** To Whom It May Concern: Sprint is in receipt of the above-referenced rebuttal complaint of Ms*** ***. We appreciate your assistance in bringing our customers’ concerns to our attention. In her rebuttal complaint, Ms*** stated that she returned my call. She also stated that she was informed that her credits would be applied to her account, and that her account balance would be adjusted to zero Our records indicate that we spoke with Ms*** on June 1, 2017, at which time we explained that the remaining account balance is valid. Upon receipt of the rebuttal complaint, we attempted to contact Ms*** by telephone and e-mail on June and 21, 2017, to discuss this matter once more. Unfortunately, we were unsuccessful. We have confirmed that the applicable credits were applied to her account to offset the Device Purchase charges. The remaining balance of $is the result of unpaid lease installments and Lease Cancelation Charges as the lease was canceled prior to its fulfillment date. We are unable to confirm that Ms*** was informed her account balance would be adjusted to reflect zero and respectfully decline her request to reduce the account balance to zero 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

August 8, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case ***, *** *** Sprint Case ***, ***
*** To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of Ms*** *** an end-user on the account of *** ***. We appreciate your assistance in bringing our customers’ concerns to our attention In her inquiry, Ms*** cited her dissatisfaction with the level of customer service received from our representatives during her attempts to resolve billing concerns after canceling service due to network concerns. Ms*** stated that after receiving the necessary information to cancel, they ported their service to a new carrier. She also noted that the line was not canceled properly and as a result she was erroneously assessed $98, which she requested be removed and the account be brought to a zero balance We appreciate Ms***’s taking time to provide details of her experience with our Customer Care representatives. We are continually striving to improve the quality of service provided to our customers. Please be assured that we value customer feedback and that her concerns have been forwarded to the appropriate managerial teams for further review We regret that coverage in Ms***’s home service area fell short of her wireless communication needs or expectations. We constantly monitor our network for service- and capacity-related issues and work diligently to address any concerns we identify or are brought to our attention by our customers. The specific network coverage depends on the radio transmissions your device can pick up and services chosen. On July 25, 2016, Mr*** spoke with a member of our finance escalation team and verified that the port was not completed as requested, which resulted in his Sprint account being assessed partial month charges. An adjustment was applied to the account to offset those charges and as a result the account is closed and reflects a zero balance. We regret any inconvenience this matter may have caused Ms***. If we can be of further assistance related to this concern, she can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, extension ***. I am available Monday through Friday between 7:a.mand 3:p.m., Central Time Sincerely, Twana T. Executive Services Analyst

June 30, 2017 Revdex.comWard Parkway, Suite 401Kansas City, MO 64114 Re: Revdex.com File *** Sprint Account xxxxx***, *** *** Sprint Case
*** To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry filed by Ms*** ***. We appreciate your assistance in bringing our customers’ concerns to our attention. According to the information received, Ms*** stated that she disputed the charges on her March invoice and received a bill credit to cover half the disputed amount, which she accepted. She stated that she made a payment to cover the remaining balance owed on her account minus the credit she received. However, her services were suspended for the past due balance owed, equal to the credit amount she receivedAdditionally, she stated that she was advised that the bill credit that she received offset a portion of charges on her April invoice and not the March invoice. Further, Ms*** stated that she was billed a $reconnection fee and requested to have the reconnection fee removed, and was denied. As a result, she requested that Sprint review this matter and remove the reconnection fee. As stated in our Terms and Condition of Service, which can be viewed at www.sprint.com, payment is due in full as stated on our customers’ bill. We realize that situations may arise that prevent customers from making the required payment by the due date and Sprint can assist with payment arrangements, if available. However, not all payment arrangement requests can be honored A reconnect fee of up to $may apply to reestablish service on all accounts that have been disconnected for non-payment or discontinuation of service. Our records reflect that a bill credit was applied to her account to offset a portion of the charges reflected on her April invoice and not the past due balance. As such, we could not identify a billing error. However, in an effort to resolve this matter, we have adjusted the reconnection fee as reflected on the June invoiceWe attempted to contact Ms*** via telephone and email on June 21, 22, and 27, 2017, and mailed a letter to the address on file requesting that she contact us to authenticate the account and to discuss this matter in detail. Unfortunately, we have been unable to reach her, and she has not returned our calls. Sprint is committed to protecting the privacy of our customers. In accordance with that commitment, we take measures to verify that a person is authorized to discuss and/or make changes to an account. Specifically, we require that each account has a PIN and that the account’s PIN or security question/answer is verified before we discuss account information or make any changes to the account. In accordance with that policy, we must first speak with an authorized account contact and have them provide us with the aforementioned security information before we can discuss the account or assist with the concerns raised in the complaint. We look forward to speaking with Ms*** and encourage her to contact us regarding any concerns she may continue to have with the account. Ms*** should be advised that in order to discuss the details of the account, she must be able to authenticate the account. As a result, we want to advise Ms*** to have her PIN and security information available when she contacts us We regret any inconvenience that these matters may have caused. If Ms*** still requires assistance with this matter, she can contact me by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####. I am available Monday through Friday from 8:a.mto 4:p.m., Central Time Sincerely, Jennifer F.Jennifer F.Executive Services Analyst

May 23, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case ***, *** *** Sprint Account XXXXX*** Sprint Case
*** To Whom It May Concern: Sprint is in receipt of the inquiry filed by Mr*** ***. We appreciate your assistance in bringing our customers’ concerns to our attention. According to the information provided in Mr***’s inquiry, he advises that he upgraded his device with a two-year agreement, and returned the phone at a store when he found out that his account would be assessed $per month for a Subsidized Phone charge (SPC). He advises that he has not received his refund for the phone Mr*** upgraded his phone with a two-year agreement via our website, www.sprint.com, and the $SPC should have been reflected before Mr*** submitted his order. This charge is clearly outlined in our printed materials, on our website, and via our national advertising. As a result, the $SPC per line is valid for any devices upgrading with a discount. We confirmed that the phone was returned within the 14-day Satisfaction Guarantee time frame on May 1, 2016, when Mr*** ported his number. We apologize that the refund was not processed in a timely manner. To address this matter, we processed a $refund back to the original credit card used to make the purchase on April 26, 2016. Mr*** confirmed receipt of the refund. We appreciate Mr*** for 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 Mr*** may have experienced as a result of this matter. If he needs further assistance, Mr*** can reach me toll-free at ###-###-####, ext***. I am available Monday, Tuesday, Thursday, and Friday from 7:a.mto 5:p.m., Central Time Sincerely, Michal MExecutive Services Analyst

Re: Revdex.com Case # ***, *** *** Sprint Account # XXXXX*** Sprint Case # *** To Whom It May Concern: Sprint is in receipt of
the above-referenced inquiry of *** *** submitted on June 23, 2017. We appreciate your assistance in bringing our customer’s concern to our attention. We are pleased to inform you that we have addressed Ms***’s concern According to the information provided, Ms*** expressed her dissatisfaction with an authorized delegate being added via her online MYSprint.com account. In addition, Ms*** stated that her calls were forwarded to another phone number without her consent. Ms*** requested that Sprint review this matter and asked that the appropriate action be taken Sprint has reviewed Ms***’s complaint. Our records indicate that Ms*** contacted our Customer Care group on June 21, 2017, informing Sprint that an authorized delegate was added to her online MYSprint.com account without her consent. At that time, Ms***’s online username was revoked and she created a new username. In addition, Ms*** updated her security pin and question/answer. Furthermore, Ms*** spoke with our Customer Care group on June 23, 2017, regarding her calls being forwarded to another phone number. Ms*** was provided assistance with disabling her call forwarding feature. In addition, Ms*** was issued an adjustment of $on June 23, 2017, as a courtesy for the issues that transpired. We spoke with Ms*** on June 26, 2017, and relayed the above information to her. During our discussion, Ms*** confirmed her account was re-secured and she was receiving her calls. In addition, she confirmed that she was provided an adjustment of $for the inconvenience. Ms*** expressed her satisfaction with Sprint’s efforts in resolving her concerns We regret any inconvenience Ms*** may have experienced regarding this matterIf Ms*** has any further questions about this matter, we can be reached by calling the Executive and Regulatory Services Department at ###-###-####, Monday through Friday, between a.mand p.m., Central Time. Sincerely, /s/ Terrance *** Terrance *** Executive & Regulatory Services

January 20,
Kansas City Revdex.com
Ward Pkwy, Suite
Kansas City, MO
Re: Revdex.com Case ***, *** ***
Sprint Account xxxxx***
Sprint Case ***
To Whom It May Concern:
Sprint is in receipt of the above-referenced complaint
for *** *** submitted on December 19, We appreciate your assistance in bringing our customers’ concerns to our attention
According to the information provided, Ms*** expressed her dissatisfaction with her attempts to address her Samsung Galaxy Note device concerns regarding phone number ending in ***Ms*** stated that she contacted Sprint to resolve her enhanced text messaging concerns and in the process of troubleshooting her device via performing a factory reset, she lost her contact information that was stored in her deviceMs*** further stated that she was unable to retrieve her contact information after multiple attemptsAs a result, she contacted Sprint and Samsung for further assistance; however, she has been unable to retrieve her contact information on the aforementioned deviceMs*** is requesting that Sprint restore her contact information on phone number ending in *** or pay a third party company to have this process completed
Sprint has reviewed Ms***’s complaintWe regret any possible misunderstanding that may have occurred related to Sprint’s efforts to troubleshoot and resolve issues with Ms***’s Samsung Galaxy Note device associated with phone number ending in ***As such, our records reflect that on September 12, 2015, Ms*** purchased and upgraded phone number ending in *** via Sprint’s Lease and Total Equipment Protection (TEP) programsPlease be advised that effective on September 19, 2014, Sprint launched the Sprint Lease program, which gives qualified new and existing customers the flexibility to lease select Smartphones and Tablets for a lower monthly cost versus purchasing the deviceLease payment varies by device and a down payment may be required and varies by customer and deviceWith a lease option, Sprint owns the deviceAt the end of a lease term, you can purchase the device and own it outright, return it to us, or return it to us and upgrade to the latest deviceMore information regarding the Lease program is available at our website, www.sprint.com/lease
Our records reflect that on December 9, 2016, Ms*** contacted Sprint regarding her device concerns and after a series of troubleshooting to resolve her equipment concerns, she was encouraged to perform a factory resetPlease be advised that customers who perform a factory reset will reset the device back to its original manufacturer settingsAs such, all information that was previously saved on the customer’s device will be removed and irretrievable unless the customer has backed up their informationHowever, Sprint makes no guarantee that utilizing a back up service will provide its customers with a 100% success rate upon attempting to restore their information back onto the device
We spoke with Ms*** on January 20, and relayed the aforementioned information to herIn an effort to reach an amicable resolution, Sprint offered to apply a total adjustment of $to offset a portion of her December invoiceMs*** advised that she will review this offerAs such, we have scheduled a follow up call with Ms*** within the next week to further discuss
We regret any inconvenience this matter may have caused Ms***If we can be of further assistance with this issue, Ms*** 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/ Chanda L
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 ***One point I'd like to mention is that I didn't elect to turn the phone in by choice as part as the lease agreement but somehow, that specific phone was linked to my second line as a result of me swapping upgradesAs a side note, this has been done before and I didn't have any issues but this time there was an issueI currently have a working phone but not the one I want however, there's nothing that can be done since the phone had to be turned in in order to upgrade the other line. Thanks for the help with this!
Regards,
*** ***