Sprint Corporation

Executive & Regulatory Services POBox 169014, Irving, TX November 15, Revdex.com Ward Parkway, Suite Kansas City, MO Re: File *** Account XXXXX0093, Levon ***
Case *** To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of MrLevon ***We appreciate your assistance in bringing our customer’s concern to our attention According to the information provided, Mr*** states that the tablet associated with his account is not working. Additionally, he seeks options to reduce his monthly invoice as he has recently became unemployed. As resolution to his concerns, Mr*** requests a lower bill and a working tablet We spoke with Mr*** on November 2, 2017, and suggested he take the tablet to a Sprint Service and Repair to have the device diagnosed, as he is enrolled in Advance Protection Pack, insurance for the tablet. Mr*** declined this option and requested to return the tablet. Although, Mr*** is outside of the Sprint Satisfaction Guarantee return period, as a courtesy, we agreed to allow the return of the tablet and cancelation of the Installment Billing (IB) Agreement, COS-65819404, associated with line We placed a follcall to Mr*** on November 14, 2017, and confirmed receipt of the tablet, cancelation of the IB Agreement and waiver of the IB cancelation charge. Additionally, line has been canceled which will reduce his monthly invoiceWe regret any frustration this matter may have causedIf Mr*** requires additional assistance, I can be contacted directly by calling our Executive & Regulatory Services department toll-free at 1-844-282-8211, ext***. I am available Tuesday through Saturday between a.mand p.m., Central Time Sincerely, Joyce PJoyce *** Executive Services Analyst

May 5, 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 filed by Ms*** ***. We appreciate your assistance in bringing our customers’ concern to our attention According to the information received from your office, Ms*** stated that she recently selected a new service plan and her bill amount is higher than what she was quoted. She stated that one of the phone numbers on her account was removed and the charges for that phone number are being assessed to another phone number on her accountAdditionally, she stated that one of the phone numbers on her account is being billed a $Subsidized Phone Charge and she was advised that it is due to the device being purchased at a discounted rate and the charge will be assessed to her account until the end of the service agreement date. However, the charge was not assessed on her previous invoices. As a result, she is requesting to have the overcharges removed and her bill corrected In our effort to provide clear communication about our devices, features, promotions and pricing, Sprint publishes an overview and our retail brochures, displays, partner stores, and web site at www.sprint.com have not deviated from the published information. In our continued efforts to provide all of our customers with the best pricing possible, we cannot fulfill any verbal offers that deviate from the formal and approved published device and/or service plan pricingWith respect, we would note that any invoice balance estimate provided by Sprint would not constitute a promise of future invoice balances. Changes to taxes, service plan selections including the addition of a device Lease or Installment billing option, additional purchases or subscriptions, would inherently result in invoice balance changes As outlined in our Terms and Conditions of Services, monthly service charges are billed one month in advance. However, the call detail listed on the invoice represents the calls that are made during that month. Sprint advertises and provides services in monthly increments. This information is provided in our Terms and Conditions of Services which can be viewed at www.sprint.com During our conversation with Ms*** on April 26, 2017, we explained that our records reflect that she selected the Unlimited Freedom plan for $for the first line, $for the second line and $for lines through until March 31, 2018. Our records reflect that she requested to move phone number ending in *** from her account on March 17, 2017, after the start of her new billing period and she received service credits totaling to refund a portion of the monthly service charges for that phone number that reflect on her March invoiceFurther, since that phone number was being assessed the $and was no longer on the account, phone number ending in *** on her account was selected to be the phone number that is assess the $and she was billed $for the prorated monthly service charges plus one month in advance as outlined above. Additionally, our records reflect that she upgraded to a new device on phone number ending in in July 2015, and agreed to a new two-year Service Agreement. In exchange for the Service Agreement she received subsidized equipment pricing. Our records further reflect that the new service plan she selected on March 13, 2017, stipulates that devices purchased at a discounted rate will be assessed a $Subsidized Phone Charge until the end of the service agreement date. This information is disclosed as part of the purchase process and is outlined in our Terms and Conditions of Services, which can be viewed at www.sprint.com/termsandconditions. We advised Ms*** that the $Subsidized Phone Charge is valid; however, due to any possible miscommunication that may have occurred regarding this matter and in an effort to bring about an amicable resolution to this matter we offered to provide a $per month account concession credit to offset the charge until the end of her service agreement date in July Ms*** confirmed that her issue is resolved We appreciate Ms*** taking the time to provide us with her feedback regarding our customer service representatives. We are continually seeking ways 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 We regret any inconvenience that this issue may have causedIf 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 FJennifer FExecutive 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 ***, however I was also told this fee could be reinstatedI am waiting for my final Sprint billThey told me that the refund would only stay in place if I came back to SprintSince the errors were theirs I told them I would not even consider going back if they were using it as a carrot instead of doing the right thingBecause of my unsatisfactory experience I decided to move my last phone over (the one under contract) and pay the fee on that oneSo while I do have a provisional credit now, my understanding is that they could take it away for that reason I would leave this open for the time period of months until I see my final bill from themWhich I do not have yet.
Regards,
*** ***

June 30, 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 Mr*** ***. We appreciate your assistance in bringing our customers’ concerns to our attention. In his inquiry, Mr*** stated that he was dissatisfied with the network and the quality of service he was receiving and device features that would not work simultaneously. As a result he elected to port-out his phone number and is requesting a waiver of his cancellation charges As outlined in our Terms and Conditions of Services, the coverage and quality of services may be affected by conditions beyond our control. Wireless services cannot be regularly transmitted through concrete structures such as buildings, basements, walls, and various other structures. With respect, we would note that the nature of wireless signal precludes any carrier from providing seamless coverage. Sprint has made no warranty or guarantee of the same We regret that Mr***’ experience with service in his local calling area fell short of his 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 customers We spoke with Mr*** on June 29, 2017, at that time Mr*** confirmed that he had port-out his phone number and canceled his account since the filing of his complaint. In addition, he stated that he had turned in his iPhone Plus to his new carrier as part of their buyout promotion. As such, we are respectfully decline his request for a waiver of his equipment cancellation charges for his iPhone 7. Although we maintain that the Early Termination Fee (ETF) for his tablet is valid, in an effort to bring about an amicable resolution, we agreed to facilitate the return of his undamaged tablet and waive the Early Termination Fee upon receipt in good working condition. Mr*** accepted this offer and confirmed his inquiry has been fully resolved. As a result, a post-paid return kit was mailed to his address on file. This offer is valid for a period of days from the date of this response 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 will utilize this input to improve our training and processes If we can be of further assistance, Mr*** 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 A Executive Services Analyst

October 5, 2017*** *** Revdex.comWard Parkway, Suite 401Kansas City, MO 64114Re: Revdex.com Case *** Complaint of Tamica *** Sprint Case *** Dear Mr***: Sprint is in receipt of the above-referenced complaint of MsTamica ***, regarding Sprint account XXXXX***. We appreciate your assistance in bringing our customers’ concerns to our attention. In her inquiry, Ms*** expressed her dissatisfaction with the level of customer service provided by our representatives during her attempts to set up payment arrangementsMs*** states that she set up biweekly payments of $for two months and the most recent payment did not go through.We appreciate Ms***’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.We regret any miscommunication that may have occurred regarding the eligibility requirements to set up multiple payment arrangementsWe researched Ms***’s payment arrangements and verified that she did in fact have a payment arrangement for $52.16; however, it was cancelled due to a different amount being due on the accountAt the time the arrangement was set, she only had a past due balance of $52.16. After it was set, another invoice generated for $108.07, for a total balance of $Anytime a payment arrangement is made and processed it must be for at least half of the entire balanceIf new charges are placed on the account a new payment arrangement must be made.We are pleased that we were able to resolve these concerns to Ms***’s satisfaction. If we can be of further assistance regarding these matters, you or MsBrowne 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 Tell us why here

[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 me
Regards,
*** *** not really If I have to pay a monthly bill I shouldn't be incobvienced

July 28, 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*** contacting your agency once again In his rebuttal, Mr*** expressed his dissatisfaction with our resolution to his billing concern. He stated that the $monthly bill he was informed by a customer service representative has not been honored. He also described unfavorable customer experiences during his attempts to address that matter and requested that we apply the credit owed to him. We regret any possible misunderstanding related to Mr***’ Sprint billing. Our records reflect that Mr***’ third line of service was incorrectly activated on December 27, 2016, on an individual rate plan instead of in connection with his existing shared plan. However, we confirmed that the plan was corrected on February 27, 2017, and that credits totaling $were applied to his account on February and March 22, 2017, to offset the disputed charges reflected on his February and March invoices. Our records also reflect that after his previous filling, his July 22, bill posted for a total of $675.16, which included monthly service charge for billing cycle date June to July 22, During our conversations with Mr*** on July 28, 2017, we explained the information outlined above. We also informed him that, while we regret his dissatisfaction with our resolution to his previous filling, we sustain that there was no additional billing issue to be addressed. However, in order to bring his concern to an amicable resolution, his final monthly service charges were prorated through June 29, when he termination his serviceTherefore, we offered $billing adjustment and he accepted. His remaining balance after the adjustment was $576.24. Mr*** accepted our resolution Again, we appreciate Ms***’ taking time to provide details of his 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 Ms***’ concerns will be forwarded to the appropriate managerial staff for further review We regret any inconvenience Mr*** may have experienced as a result of these matters and the loss of his business. If we can be of further assistance with these concerns, Mr*** can contact me by calling our department toll-free at ###-###-####, extension ***. I am available Monday through Friday between a.mand p.m., Central Time Sincerely, Beatrice R Executive Services Analyst

March 7, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case # 11***, *** *** Sprint Account #xxxxx*** Sprint Case #*** To Whom It May Concern, Sprint is in receipt of the above-referenced complaint of *** *** submitted on March 1, We appreciate your assistance in bringing our customers’ concerns to our attention According to the information provided, Ms*** follexpressed her dissatisfaction with the inability to receive a return kit, resulting in Sprint being unable to resolve her account concernsMs*** requested that Sprint review this matter, provide her with a return kit and process a refund to her accordingly Sprint has reviewed Ms***’s complaintAs stated in our initial response, our records reflect on December 30, 2016, Ms*** activated a Sprint account with phone ending in ***At that time, she purchased a device via Sprint’s Leasing programHowever, on January 4, 2017, Ms*** ported-out phone line ending in *** to another wireless service provider within our 30-Day Satisfaction Guarantee periodConsequently, Ms***’s account was assessed a Lease Device Purchase Amount charge of $plus applicable taxes as reflected on the February 2, invoice Sprint is committed to providing world-class customer service, effective March 25, 2016, Sprint is offering a 30-day Sprint Satisfaction Guarantee return period. Customers have days to utilize Sprint service without being liable for services and device charges.The Sprint 30-Day Satisfaction Guarantee promotional period covers reimbursement for device purchase price or down payment, Activation Fees, eligible monthly and one-time charges incurred, and all eligible associated taxes and fees, when the device is returned to the original point of saleFurthermore, restocking fees are not applicableThis policy may not reflect the additional return policies of our authorized third-party dealers or retailersFor further information please visit www.sprint.com/returns. Our records further indicate in February 11, 2017, Ms*** contacted our Customer Care group on multiple occasions to report that the original return kit was sent to the incorrect addressAs a result, our Customer Care group sent additional return kits to the address providedFurthermore, we have confirmed that an adjustment of $plus applicable taxes was applied to her account in February 2017, to offset the disputed charges Upon receipt of Ms***’s follfiling, we spoke with her via email on March 3, 2017, to discuss her concerns and relayed the above informationMs*** advised that she has yet to receive a return kit; therefore, we advised her that we sent her a return kit on March 2, and upon receipt of the device at our Returns warehouse, we would approve and process a refund of $to her financial institution for the payment she remitted at the time of activationMs*** confirmed that her account concerns were resolved to her satisfaction 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 being released to answer calls from our customers. Additionally, calls are regularly monitored to ensure that our representatives meet or exceed our expectations for providing world-class customer service. We regret any inconvenience that Ms*** may have experienced while attempting to resolve the aforementioned concerns. If we can be of further assistance, Ms*** 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

May 17, 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 2, We appreciate your assistance in bringing our customers’ concerns to our attention Ms***’s filing expressed her dissatisfaction with the lack of coverage in her home service area of *** *** ***. In addition, she expressed her dissatisfaction with being advised that she would be required to extend her agreement with Sprint upon updating her price planMs*** requested that Sprint review these matters and allow her provide her with an amicable resolution and allow her to cancel without any cancellation fees. Sprint has reviewed Ms***’s complaintWe regret that the coverage in Ms ***’s service area is falling short of her expectations. We 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 customers. Our research into this matter determined that our network serving the area near Ms***’s billing address is within Sprint’s good and was operating within parameters during the time he stated that he experienced poor service As outlined in our Terms and Conditions, the coverage and quality of wireless services may be affected by conditions beyond our control. Wireless services cannot be regularly transmitted through concrete structures such as buildings, basements, walls, and various other structures and may be adversely impacted by foliage and topography, local geographic irregularities, and other such natural events that may occur in the direct line between a customer’s device and our network towers. As such, we are unable to guarantee network coverage at any location at all times; however, once outdoors his coverage should become stronger. Our records further indicate that Ms*** upgraded the device associated with phone line ending in *** and activated a new line of service associated with phone line ending in *** on March 2, At that time, she purchased devices at discounted pricing in exchange for a two-year Service Agreement per lineShould Ms*** wish to cancel the aforementioned phone lines prior to satisfying the terms of her Service Agreements, she would be assessed a prorated Early Termination Fee per line, which are valid Further, on April 5, 2017, our records indicate that Ms*** contacted our Customer Care group inquiring about the Unlimited Freedom plan and expressed her interest in lowering the cost of her monthly recurring chargesDuring the call, we advised Ms*** that if she elected to update her price plans she would be assessed $Subsidized Phone charges per line. We regret any misunderstanding that may have occurred regarding Sprint’s billing practices, specifically regarding the $Subsidized Phone charge. However, if Ms*** elected to update her plans and elect to purchase devices at subsidized pricing with the acceptance of a two-year Service Agreement she would be assessed a $Subsidized Phone charge per line/per month, pursuant to the terms associated with the selected price planPlease be advised that customers who purchase devices via our Monthly Installment or Lease options are not assessed this fee. Additional details regarding our price plans and the associated Subsidized Phone Charges is available on our website, www.sprint.com/plans Furthermore, on November 25, 2016, Ms*** upgraded the device associated with phone line ending in *** via Sprint’s Monthly Installment Billing 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 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/easypayShould Ms*** wish to cancel phone line ending in *** prior to completing the terms of the Installment Billing Agreement, she will be assessed an Installment Billing accelerated cancellation charge, which is valid We spoke to Ms*** on May 4, 2017, and discussed our findings in detail and relayed the aforementioned information to herMs*** confirmed her understanding of the benefits of our new price plans. Although we are unable to identify any billing errors, to mutually resolve this matter we offered and Ms*** accepted a one-time courtesy adjustment of $Ms*** expressed her satisfaction with the resolution provided to her We regret any inconvenience that Ms*** may have experienced while attempting to resolve the aforementioned concerns. If we can be of further assistance, Ms*** 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

May 5, *** *** Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Complaint *** Account XXXXX***, *** *** Case *** Dear Mr***:
On April 21, 2017, Sprint received an inquiry submitted by your office on behalf of *** ***. According to the information provided, Ms*** was to receive a refund of $200; however, she has yet to receive it. We appreciate your assistance in bringing Ms***’s concerns to our attention We regret any confusion regarding Ms***’s refund. On May 4, 2017, we contacted Ms*** to discuss her concerns in detail. At that time, Ms*** confirmed that she received her refund. Because we value Ms***’s patronage and as a gesture of goodwill, we applied credits totaling $to offset one half of her monthly service charges and late fees assessed. As a result of these credits, Ms***’s account reflects a remaining balance of $202.23. If additional assistance is required, Ms*** can contact me by calling the Executive & Regulatory Services department toll-free at ###-###-####, extension ***. I am available Monday through Friday between 8:a.mand 4:p.m., Central Time Sincerely, Susan FExecutive Services Analyst

June 25,
*** ***
Revdex.com
Ward Parkway, Suite
Kansas City, MO
Re: Revdex.com Case ***
Complaint of *** ***
Sprint Case ***
Dear Mr***:
Sprint is in receipt of the above-referenced complaint of Mr*** ***, an
authorized user on Sprint account XXXXXWe appreciate your assistance in bringing our customers’ pricing, billing and customer service concerns to our attentionIn Ms***’s inquiry, she disputed the monthly service charges stating that she was misinformed regarding the cost of the service plan when she upgraded her phone lines while visiting one of our Sprint stores
We appreciate Ms***’s taking the time to provide us with the details regarding her most-recent store visitsPlease be assured that we value customer feedback and that this concern has been forwarded to the appropriate managerial staff
We regret any inconvenience that may have caused Ms*** to contact your agencyAfter reviewing our records, we confirmed that the District Store Manager applied a $credit to the above-referenced account, which is equivalent to the loyalty lease credits that were not received and to offset the cost of the accessoriesThose credits will be reflected on the next invoiceIn addition, Ms***’s service plan was changed, with her consent, to the Family Unlimited Talk/Text/Data plan retroactive June 8,
We are pleased to inform you that we spoke with Ms*** and confirmed her satisfaction with the actions takenIf we can be of further assistance regarding these matters, you or Ms*** can contact me directly at ###-###-#### or by calling our Executive & Regulatory Services department toll-free at ###-###-####I am available Monday through Friday between 8:a.mand 4:p.m., Central Time
Sincerely,
*** G
Executive Services Analyst

Complaint: ***
I am rejecting this response because:
First off thank you for all your help thus farIt looks as if this is an ongoing issueLast month it was fixed and now we have the issue againI just recently received my new bill and it is $154.20, which is crazyThe tabletis once again being charged and it should be freeAlso the data plan for the tablet should be 50% off, making it $Also the price of the speakeris off and being charged too muchMy bill should only be about $as quoted in the storeI do not want to go through this each month when I get a new billIf so I will close my account and move buisness elsewhereI am a good customer and pay on time each month, just ask you to honor your word and also promotions going onI have sent cooy of receipts, if need again I can send
Regards,
*** ***

July 11,
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 Mr*** ***
regarding Sprint account XXXXX***We appreciate your bringing our customers’ concerns to our attention
In the information provided, Mr*** described unfavorable customer experiences from our representatives during his attempts to address a rate plan concern, stating that he was given incorrect information about our current rate plans and equipment promotion prior to establishing service with usHe expressed further dissatisfaction that he has been unsuccessful in resolving those issues via our retail store and Customer Care departmentHe requested an explanation and that we honor the amount that he was initially quoted
We appreciate Mr***’s taking time to provide 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***’s Sprint billingAfter reviewing our records, we determined that the Unlimited Freedom plan appears to be the most cost-efficient plan for his wireless communication needs based on his usage history
During our June 28, 2017, conversation with Mr***, we provided the referenced informationHe indicated his understanding of our explanation but reiterated that this was not properly explained to him when he accepted his current rate plan and device financing options
Due to the nature of Mr***’s complaint, his concerns were reviewed by the Retail Management Team of the referenced retail storeWe are pleased to inform you that a member of that team spoke with Mr*** on July 10, 2017, and offered to apply a one-time courtesy credit that is equivalent to the disputed amount, which he accepted
We are pleased that we were able to reach an amicable resolutionIf we can be of further assistance regarding these matters, Mr*** can contact me 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,
Tiffany G
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 ***, and find that this resolution is satisfactory to me
Regards,
*** ***

[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,
*** *** That is absurd how can you contact me if I had no phone due to your company further I had made payment for the service the very rude lady from the "dedicated" team said something about march how can it be from march if I had made a payment in April and again in may that makes zero senseapparently more training needs to be provided to reps in regards to how to look up account detailThe service works for now but I am sure there will be another issue soon as I've been with you plus years and you just decided to cause themI reject this response and I have not gotten anything mailed to me and all contact information is correctI hope this will warn others about the way business is done I recommend two people to you previously and hopefully they will not have the same experience as a new customer

June 29, 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 rebuttal of Ms*** ***. We appreciate your assistance in bringing our customers’ concerns to our attention and regret the circumstances that led to Ms***’ contacting your office once again In her rebuttal, Ms*** expressed her dissatisfaction with our not allowing her to terminate her services without any contractual obligation, citing that she no longer wishes to do business with us as a result of unprofessional and fraudulent actions taken on her account in response to her previous filing in which she disputed costs related to an iPad device associated with her Sprint account We regret any remaining misunderstanding that may exist related to Ms***’ reported dispute. However, as outlined in our June 21, 2016, response to her previous filing, our records reflect that Ms*** visited and obtained her referenced iPad device and services from one of our third-party retail locations on November 16, 2015. We were unable to identify any billing error associated with that equipment or service; however, we confirmed that our Customer Care representatives subsequently referred Ms*** to the point-of-sale to address concerns related to the original transactionOur records further reflect that representatives of the point-of-sale facilitated the return of Ms***’ iPad Mini device, canceled the associated equipment lease, and applied credits totaling $to her account on April 25, 2016, to offset all charges with the device and service from the date of activation through May During our June 27, 2016, discussion with Ms***, we thanked her for her candid feedback regarding her interactions with the referenced third-party retail location. Sprint has built a solid reputation on honest business practices, and it is never our intention to mislead our customers related to the products or services we provide. In addition, we have partnered with a number of third-party retailers to distribute our products and services. We are grateful for their assistance in promoting our brand. Our field representatives train third-party retailers on our policies, procedures, and products and regularly update resource materials for them to ensure accurate, up-to-date information is available to our existing and potential customers. The details of Ms***’ experience have been forwarded to the appropriate managerial staff for further review and possible changes to our training and processes At Ms***’ request, we also forwarded copies of her iPad and iPhone lease agreements and a copy of the Summary of Purchase from her referenced November 16, 2015, retail transaction to her via e-mail. Ms*** confirmed that the iPhone lease agreement is not fraudulent; however, we determined that all three documents reflect the same signature. As a result, we advised Ms*** that, based on our findings, we sustain that the disputed agreement is valid. We also advised Ms*** that, if she cancels her remaining services as a result of this matter, we would accelerate the unpaid balance of her remaining device lease and assess that amount to her account, pursuant to the terms of that agreement. Further, if she decides to keep the iPhone device associated with that lease, we would assess an additional $device purchase option charges to her account. Although Ms*** continued to dispute our findings, she elected to retain her Sprint services active We regret any inconvenience these matters may have caused Ms***, but we appreciate her continued business. If we can be of any further assistance with these concerns, or if Ms*** would like to provide additional information for our consideration, she can contact me directly by calling our office toll-free at ###-###-####, ext***. I am available Monday through Friday between a.mto p.m., Central Time Sincerely, Linda WExecutive Services Analyst

May 3, 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 Mr*** ***. We appreciate your assistance in bringing our customers’ concerns to our attention. In his complaint, Mr*** expressed his frustration with his attempts to cancel his Sprint account and have the *** phones he turned in returned. Mr*** states that he canceled his Sprint service because his monthly cost was higher than he was promised. Additionally, Mr*** states that he still owes *** for the switching fees incurred by turning in the phones to SprintDuring our conversation with Mr*** on April 20, 2017, we explained that the buyout process required him to turn in his former carrier’s devices to receive gift cards to offset his switching costs. As such, Sprint would be unable to return the devices to Mr*** once they have been turned in. In an effort to resolve his issue I assisted Mr*** with the submission of his final *** bill to our back office team in order to expedite the processing of his reimbursement gift cards. On April 25, 2017, I advised Mr*** he will receive gift cards totaling $and advised him of the estimated shipping timeframe. When we attempted to address options for retaining his business and reviewing price plan options within the quote of $per month, Mr*** made it clear that he has sought out wireless service with *** and had no further intentions on remaining a Sprint customer at the conclusion of this concern. With this action, Mr*** confirms that his complaint has been fully resolvedOn behalf of Sprint, I apologize for any inconvenience Mr*** may have experienced as a result of this concern. If we can be of further assistance, or if Mr*** has supplemental questions or concerns, he can contact me by calling the Executive & Regulatory Services department toll-free at ###-###-####. I am available Monday, Tuesday, Thursday, and Friday between 7:a.mand 5:p.m., Central Time Sincerely, Linard AExecutive Services Analyst

January 10,
Revdex.com
Ward Parkway, Suite
Kansas City, MO
Re: Revdex.com File ***-Rebuttal, *** ***
Sprint Account XXXXXX
Sprint Case ***
To Whom It May Concern:
Sprint is in receipt of the above-referenced complaint of Ms*** ***We appreciate your assistance in bringing our customers’ concerns to our attention and regret the circumstances that led to Ms***’s contacting your agency once again regarding her billing concerns
In Ms***’s subsequent inquiry, she disagreed with our previous response, stating that she does not believe that she owes the balance due to her unfavorable experiences prior to her porting her telephone numbers to another wireless providerShe requested that we further review and adjust her account accordingly
Our attempts to contact Ms*** via telephone and e-mail on January 4, January 8, and January 9, 2018, were unsuccessfulWe also sent a letter to Ms*** at her mailing address of record acknowledging our receipt of her inquiry and our need to speak with her directly to discuss any new concerns that she may have regarding her Sprint account
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 at www.sprint.com have not deviated from the published informationIn 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 activation and upgrading her devices, Ms*** was provided with a clear disclosure of her monthly recurring charges and equipment purchases and all other applicable fees and chargesFurthermore, we were able to locate signed copies of her electronic agreement and equipment agreements which include a description of the charges in questionBased on our review, we were unable to identify any miscommunication regarding the terms of her plan or other monthly charges on Sprint’s part during the activation and upgrade of her devices
As previously indicated in our January 2, 2018, response to your agency, we advised Ms*** of the above information, and mailed a copy of her final itemized invoice pursuant to her requestTherefore, we sustain that the charges are valid and correctWhile we regret that Ms*** is not satisfied with our response, our position remains unchanged
If we can be of further assistance with this matter, Ms*** can contact me by calling our Executive & Regulatory Services department toll free at 1-844-282-8211, extension ***I am available Monday through Friday, from 7:a.mto 4:p.m., Eastern Time
Sincerely,
Tiffany G
Executive Services Analyst

July 7, 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 Mr*** ***. We appreciate your assistance in bringing our customers’ concerns to our attention. In his inquiry, Mr*** stated that Sprint continues to send him an invoice for $for a non-return Lease Cancellation Fee. He stated the device was turned into a Sprint retail location and he was provided a receipt as proof. Mr*** requested the charge to be credited and his account closed with a zero balance We spoke with Mr*** on June 30, 2017, to address the billing issues outlined in his inquiry. Unfortunately, Mr*** was unable to authenticate the account with either the security pin or answer to the security question. To assist, we have mailed Mr*** his security information via US Mail to the address on file and directed him to the local Sprint store to update his information. We made additional contacts on July 5, and 7, 2017, but were unsuccessful in our attempts. Although we were not able to neither authenticate nor address his concerns directly, due to confirming the return of his phone at our retail location, we have adjusted the non-return Lease Cancellation and as a result, the account is closed and reflects a zero balance Sprint is committed to protecting the privacy of our customers. In accordance 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 account. Specifically, 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 account. As such, we must first speak with Mr*** and have him provide us with the aforementioned security information before we can discuss the account or assist him with the concerns raised in his complaintWe look forward to speaking with Mr*** and encourage him to contact us at his earliest convenience We regret any inconvenience this matter may have caused. If we can be of further assistance, Mr*** can contact me by calling the Executive & Regulatory Services department toll-free at ###-###-#### extext***. I am available Monday, Tuesday, Thursday, and Friday between 7:a.mand 5:p.m., Central Time. Please reference case *** at the time of your call Sincerely, Linard A Executive Services Analyst

April 28,
*** ***
Consumer Specialist
Kansas City Revdex.com
Ward Pkwy, Suite
Kansas City, MO
Re: *** ***
Sprint Account# ***
Sprint Case #
Case # ***
Dear Ms
Brosseau,
We appreciate your assistance in bringing our customer’s concern(s) to our attention
Based on the information provided in the inquiry, Ms*** expressed her concerns with phone number ###-###-#### being billed a $term access chargeAccording to Ms***, she was not informed that the above referenced phone would incur the additional chargeMs*** is requesting for her complaint to be reviewed, the charge to be removed, and to receive credit for the charges
Sprint has reviewed Ms***’s complaint and our records indicate on January 14, 2015, Ms*** rate plan was changed from the Sprint Framily rate plan to the 2Gb Data Share rate planPlease be advised that discounted devices are billed a $Term Access chargeAs such, phone number ###-###-#### is charge an additional $per monthTo resolve this matter, we will offer to apply a one time credit of $to offset the $Term Access charge while the above referenced phone number is under contractWe apologize for any inconvenience Ms*** may have experienced while attempting to resolve this issue
We have contacted Ms*** via tc***[email protected] to discuss her concerns and advise her of our findingsPlease be advised that Ms*** has accepted our offer to apply the one time $creditShould Ms*** require further assistance with this matter, we urge her to contact the undersigned at the below phone number
We trust this letter responds to your inquiryIf we may be of further assistance, you can reach us by calling the Executive & Regulatory Services Department toll-free at ###-###-####We are available Monday through Friday from a.mto p.m., Eastern Standard Time
Sincerely,
/s/ *** ** ***
*** ** ***
Executive & Regulatory Services