Sprint Corporation

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Assumed Answered]
Complaint: ***
I am rejecting this response because: The billing was incorrectI had just made a payment of $on 11/24/which was the remaining balance after the first adjustments were madeMy next bill was $which I paid on 12/29/To my surprise I received a bill the following month for $of which $were new chargesMy services were temp disconnected because I hadn't made a payment agreement for the $which has now been paidI was being charged for Nov., Dec., and Jan., but I had already paid a couple of billsThe credit was issued from the representative because I was being charged incorrectly for the month of JanuaryAlso, what are they calculating to be my monthly charges?? My initially complaint was that I was being overcharge for the servicesI received a call from April J*** in regards to this rebuttal, but hadn't had an opportunity to return her call.
Regards,
Tanya H***

May 9, 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 Mr*** ***. We appreciate your assistance in bringing our customers’ concern to our attention According to the information received, Mr*** stated that he returned his leased device to his local Sprint Retail location on December 27, 2016, and has a copy of the receiptHowever, after multiple attempts he has been unable to get the charge for the lease device that that he return removed. Additionally, he stated that the unpaid balance for the returned leased device has been forwarded to a third-party collections agency for payment. As result, he requested to have the charges for the leased device he returned removed and to have the negative reporting deleted from his credit report During our conversation with Mr*** on April 27, 2017, we explained that after researching this matter we were able to confirm that the leased device was returned to his local Sprint store on December 27, 2017; however, the credit for the device was inadvertently not applied. As a result, a credit in the amount of $was applied to his account on April 15, 2017, to remove the end of lease purchase charges that were billed to his account. Additionally, we notified the third-party collections agency and requested to have any negative reporting regarding this issue removed. Please allow up to days for completion of this process. We appreciate Mr*** taking time to provide details of his experience with our customer service and retail store representatives. We are continually striving to improve the quality of service provided to our customers. Please be assured that we value his feedback and will utilize this input to improve our training and processes We regret any inconvenience that this matter may have caused. If I can be of further assistance with this matter, Mr*** can contact me by calling our Executive & Regulatory Services department toll-free number 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 ***, and find that this resolution is satisfactory to meI am gong to remain a very happy sprint customerLori was very professional and prompt in time according to our scheduled phone calls
Regards,
*** ***

August 4, 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 In his rebuttal, Mr*** states that his billing issues were resolved; however, his contract buyout promotion has not been resolved. As a result, he is seeking assistance with this matter. We regret any delay in resolving Mr***’s contract buyout issue. During our August 1, 2017, conversation with Mr***, he stated that he surrendered two devices to store and provided a copy of his previous service provider’s final invoice. However, he stated he was advised that one of his devices was not eligible for the contract buyout program. We advised him that we would we contact the District Manager of the retail location regarding his concerns and follwithin a few days. Upon our review, we confirmed that based on the information received by the store, one of Mr***’s devices was not eligible for the contract buyout promotion because the documentation received did not reflect a cancelation charge. To resolve his contract buyout issue, we request that Mr*** provide our office with the needed documentation that reflects a cancelation charge associated with the device for which he has not received reimbursement. We made a subsequent attempt on August 4, 2017, to reach Mr*** by telephone and by e-mail; unfortunately, we were unsuccessful. However, we left detailed voicemail message regarding this matter. If Mr*** needs further assistance with this concern, he can contact me directly by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext***. I am available Monday through Friday between 7:a.mand 3:p.m., Central Time Sincerely, Minnie SExecutive Services Analyst

March 7,
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
February 27, We appreciate your assistance in bringing our customer’s concern to our attention
According to the information provided, Mr*** stated that he had an unfavorable customer service experience while attempting to address his equipment concernMr*** expressed his dissatisfaction with the performance of his HTC One (E8) device associated with phone number ending in ***, which has fallen short of his expectationsMr*** requested that Sprint review this matter, and provide him with a waiver of his remaining contractual obligations for his HTC One (E8) device associated with the above phone number and allow him the ability to acquire a new device
Sprint has reviewed Mr***’s complaintOur records reflect that Mr*** purchased an HTC One (E8) device associated with phone number ending in *** via Sprint’s Installment Billing Agreement on July 29, 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 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 note 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 deviceTEP 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
Mr*** subscribes to Sprint Total Equipment Protection (TEP) on his phone number ending in ***Therefore, if the problem with Mr***’s device is covered under the Equipment Service & Repair Program (ESRP) portion of TEP, his device will be repaired or replaced at no charge at a Sprint service and repair center for the first two visitsMr*** will be charged $for each subsequent visit to a Sprint service and repair center, if his device requires repair or replacement within a rolling 12-month period
If the problem with Mr***’s device is covered under the Equipment Replacement Program (ERP) insurance portion of TEP, he may contact Asurion, the program administrator, to file a claimA $up to a $deductible, depending on the device model, is required at claim approvalFurther details regarding TEP and the coverage’s under ESRP and ERP may be found at www.sprint.com/tep
We spoke with Mr*** on March 2, 2017, to discuss his concern in detail and relayed the aforementioned information to himDuring our conversation, we advised Mr*** that the nearest local Service and Repair Center is approximately miles away from his home location; however, he does not wish to pay a deductibleWe regret any difficulty Mr*** may have experienced with the replacement of his possibly malfunctioning HTC One (E8) deviceIn order to provide an amicable resolution and closure to the matter, Sprint agreed to reset Mr***’s upgrade eligibility for his phone number ending in ***, enabling him to pay off his remaining Installment Billing balance and upgrade his device via Sprint’s Lease or Monthly Installment programsMr*** expressed his satisfaction with the resolution provided
We appreciate Mr***’s taking time to provide details of his experience with Sprint’s Customer Care groupWe are continually striving to improve the quality of service provided to our customersPlease be assured that we value Mr***’s feedback and will utilize his input to improve our training and processes
We regret any inconvenience this matter may have caused Mr***If we can be of further assistance, Mr*** can contact me directly by calling the Sprint Executive & Regulatory Services department toll-free at *** ext***I am available Monday through Friday between 8:a.mand 4:p.m., Central Time
Sincerely,
David H
Executive Services Analyst

June 14, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Complaint ***, *** *** Sprint Account xxxxxx*** 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 customer’s concern to our attention. In her inquiry, Ms*** states when she setup service, she requested paper billing; however, she did not receive a paper bill and her service was interrupted for non-payment. She states she was not aware that she could pay her bill by dialing *or *to address her account concerns. Ms*** also states that she was billed an additional $on her account instead of the $flat rate with the Sprint Discount Program discountBecause Ms*** was unable to resolve her account concerns, she requested that her service be cancelled on May 17, 2017; however, she states a few weeks later she received a paper bill, after her request to cancel. She is seeking assistance with this matter. Based on the information received from Ms***, she also stated that she had an unfavorable customer experience while attempting to address her concerns Please be advised that we spoke with Ms*** regarding her account concerns and customer service experience. We regret that her service was not cancelled on May 17, 2017, per her request. We advised Ms*** that her service will be cancel on June 17, 2017, the last date of her current bill cycle. Because of any possible misunderstanding regarding her prior service termination request, and as a goodwill gesture, we applied a $account credit to offset her service charges reflected on the May billing statement We appreciate Ms*** for taking the time to provide us with the details of her customer service experience. 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 We regret any inconvenience that this matter may have caused Ms***. If I can be of further assistance, 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, Alethea BExecutive Services Analyst

October 6, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case ***-Rebuttal, Travis *** Sprint Account xxxxx*** Sprint Case *** To Whom It May Concern: Sprint is in receipt of the above-referenced rebuttal of MrTravis ***. 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 Mr***’s rebuttal, he advised that his previously-reported billing concerns remain unresolved due to our not yet applying credits he believes are owed to him. We regret any remaining misunderstanding that may exist regarding Mr***’s Sprint chargesAs outlined in our September 27, 2017, response to his initial filing, we determined that Mr*** met the requirements of the referenced promotion but that a subsequent equipment exchange led to that promotion being inadvertently removed from his account We restored the promotion to his account on that date and applied a credit of $to his account to offset the credit amounts missed in the interim. We further agreed to follow up with him after his October invoice generated to review what, if any, additional credits may be warranted During our October 5, 2017, follconversation with Mr***, we reviewed the information outlined above and assured him that we were still waiting for his October invoice to generate at the end of his billing cycle, October 2, He indicated his understanding of our response We regret any inconvenience this matter may have caused Mr*** but remain committed to resolution. If we can be of further assistance with this concern prior to our scheduled follow up, Mr*** can contact me by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####, extension ***. I am available Monday through Friday from 7:a.mto 5:p.m., Central Time Sincerely, Katherine DExecutive Services Analyst

May 19, *** *** Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Complaint *** Account XXXXX***, *** *** Case *** Dear Mr***: On May 17, 2017, Sprint received a rebuttal statement submitted by your office on behalf of *** ***. According to the information provided, Ms*** disagrees with our previous response to her complaint and continues to request a refund for an additional $122. We appreciate your assistance in once again bringing Ms***’s concerns to our attention As previously discussed, we processed a refund of $on March 24, 2017, back to the credit card ending in *** for the amount Ms*** paid at the point of sale, which included the disputed Activation Fees. We also processed an electronic refund of $for the charges included on the January invoice billed to the accountA refund check in the amount of $was sent to Ms*** via the United States Postal Service for the difference in the Buyback credits received and the accessories purchased that were not returned. We previously offered to allow Ms*** to return her accessories for a refund; however, she declined this offer Based upon our subsequent review, we believe that Ms***’s concerns have been addressed to the best of our ability. While it is our goal to achieve mutual solutions to all of our customer’s concerns, we regret that we have been unable to do so in this case. Consequently, all further inquiries regarding this matter will be met with the same response, and therefore, we must respectfully decline Ms***’s request for an additional refund 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

November 29,
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 his inquiry, Mr*** expressed his dissatisfaction with the level of customer service received from our representatives during his attempts to resolve a billing concern, citing that the his total monthly billing is higher than what was promised to him by a Customer Care representative when he inquired about reducing his overall monthly costMr*** requested that we release him from the lease agreements associated with his Sprint devices so he can return them to us and seek service with another provider
We appreciate Mr***’s taking time to provide details regarding his experiences with our Customer Care representativesPlease be assured that we value customer feedback and that his concerns have been forwarded to the appropriate managerial staff for further review
We regret any misunderstanding that may have occurred related to Mr***’s rate planHowever, as we explained during our November 18, 2016, conversation with him, we identified that his monthly service charges are correct based on his selected rate plan and that his plan appears to be the most cost-efficient plan for his wireless communication needs based on his usage history
Mr*** indicated his understanding of our explanation but reiterated that the charges reflected on his monthly invoices were not properly explained to him when he accepted his current rate plan and device financing optionsTherefore, due to any miscommunication that may have occurred, we agreed to allow Mr*** to cancel his lines of our service without incurring the full payoff costs of his device leases, contingent upon the return of his leased devices to our possession
To facilitate the return of Mr***’s devices, we sent a prepaid shipping label to his e-mail addressAfter the devices are received in our warehouse, we will offset the lease cancellation and equipment charges
We further regret the loss of Mr***’s business, but are pleased that we were able to resolve his account concerns satisfactorilyIf 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 8:a.mand 4:p.m., Central Time
Sincerely,
Tiffany G
Executive Services Analyst

August 31, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Inquiry ***, *** *** Sprint Account xxxxx***, *** *** Sprint Case *** To Whom It May Concern:
Sprint is in receipt of the above-referenced inquiry of Ms*** *** on behalf of the account holder, *** ***. We appreciate your assistance in bringing our customers’ concerns to our attention. In her inquiry, Ms*** stated that she was quoted a promotional monthly rate of $for the cost of her Apple iPhone 6s device and that she has been billed the full price for months. As a result, she has requested that her bill amount be corrected, and that all charges associated with the device be refunded to the account Our records reflect that on January 12, 2017, Mr*** purchased and activated an Apple iPhone 6s and an Apple iPhone via installment and lease billing at $monthly for both phones. Our records further indicate that Mr*** purchased the device during the Buy One Lease One offer where he would receive a $service credit towards the $installment charge for the iPhone 6s device, for month agreement; thus reducing his monthly cost to $6.22. Mr*** previously received the promotional credit until the April billing We spoke with Ms*** on August 29, 2017, and verified the information referenced above. Further, we confirmed that the account was eligible for the offer and had the discount coding added on August 23, 2017. This action resulted in credits totaling $applied to the account for the April to August billing cycles to offset the disputed difference. We agreed to follwith Ms*** to confirm bill accuracy with the September and October invoices. We regret any inconvenience that this matter may have caused. If we can be of further assistance related to this matter, the ***s can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext***I am available Monday through Friday between 7:p.mand 3:p.m., Central Time Sincerely, LaDonna *** Executive Analyst

February 14, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Inquiry ***, *** *** 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*** expressed her dissatisfaction with the level of customer service received while attempting to resolve a billing issue. She stated that in September 2016, she purchased two Samsung devices with the Buy one Get one promotional offer but that she is being billed for both phones. Ms*** requests that we resolve this matter. We regret any misunderstanding that may have occurred related to Ms***’s Sprint billing. Our records reflect that this issue was previously brought to the attention of our Customer Service Management team on January 24, 2017, and that on January 27, 2017, we updated the promotional coding on her account to award the referenced credits to her billing effective within the next 1-billing cycles. We also confirmed that credits totaling $have been applied to Ms***’s account to offset the disputed promotional credits that did not award for the January and February invoices In addition, our attempts to contact Ms*** via telephone and e-mail on February 2, and 10, 2017, to discuss her reported concerns in detail were unsuccessful. We also mailed a letter to her at the billing address reflected on her complaint on February 10, 2017, acknowledging our receipt of her inquiry and requesting that she contact us for further assistance. We appreciate Ms*** for 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 will utilize this input to improve our training and processes We regret any inconvenience this issue may have caused. If we can be of further assistance related to this matter, 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 3:p.m., Central Time Sincerely, LaDonna J*** Executive Services Analyst

This is in response to the letter received by our organization on August 13, 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
Ms
***’s filing expressed her dissatisfaction with information that was provided to her by a Customer Care representativeMs*** states that she was advised that her monthly recurring charges would not be doubled on her July billing statement after requesting that her payment due date be changed for her accountMs*** is requesting that Sprint review this matter and an adjustment of $be applied to her account
Sprint has reviewed Ms***’s complaint and notes that after careful review of her account, we were unable to substantiate her claimAs a result, no credits or adjustments are due for this matterHowever, to demonstrate our commitment to world-class customer service and in an effort to settle the matter, we have agreed to apply a credit of $to her accountMs*** expressed his gratitude and advised that she had no further concerns at this timeWe trust this letter responds to your inquiryWe apologize for any inconvenience she may have experienced while attempting to resolve this matter
If we may be of further assistance, you can reach me by calling the Executive & Regulatory Services Department toll-free at 1-855-848-or directly at ***We are available Monday through Friday from 7:a.mto 4:p.m., Eastern Standard Time
Sincerely,
/s/ Catherine D***
Catherine D***
Executive & Regulatory Services

[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,
Mary *** ***

August 22, Revdex.com Ward Parkway Kansas City, MO Re: Revdex.com File ***, *** ***
Sprint Account XXXXXX*** Sprint Case # *** To Whom It May Concern: Sprint is in receipt of the above-referenced complaint. We appreciate your assistance in bringing our customers’ concerns to our attention According to her complaint, Ms*** stated that when she cancelled her account; she was informed that as long as she makes monthly payments her account would not impact her credit; however, she later discovered that her account was reported. Ms*** is requesting that Sprint review this matter and remove any negative reporting from the credit bureaus Sprint has reviewed Ms***’s account. We spoke with Ms*** on August 14, 2017. We confirmed that the past due balance reflected on Ms***’s account included valid monthly service and equipment charges During our conversation with Ms***, we explained to her that Sprint does not make payment arrangements on canceled accounts. Further, that as stated in our Terms and Conditions of Service, payment is due as stated on your bill. Therefore, we request that Ms*** contact the third-party collections agency for negotiation of the remaining account balance. As a result, we respectfully decline Ms***’s request. We regret any inconvenience this matter may have caused Ms***. If we can be of further assistance with this matter, Ms*** can contact me by calling our Executive & Regulatory Services department toll free at ###-###-####, extension ***. I am available Monday through Friday, from 8:a.mto 4:p.m., Eastern Time Sincerely, /s/ Taheera L Taheera LExecutive Services Analyst

Sprint is in receipt of the above inquiry filed by *** ***We appreciate your assistance in bringing our customers’ concerns to our attention
According to the information received, Ms*** indicates that she did not receive her reward card to pay for her *** Early Termination
Fees (ETF)Therefore, she contacted Sprint for the status on her reward card and was advised that she was not eligible because she did have the correct service planMs*** is requesting a credit or that we waive her ETF
In our effort to provide clear communication about features and pricing, Sprint publishes an overview of our service plans, pricing and featuresOur retail brochures, displays, partner stores, and web site 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
We spoke with Ms*** on April 24, 2015, and advised her that she was not eligible for the promotion because the device must be purchased on a lease or on the Sprint Easy payAccording to our records, she purchased her device at a subsidized price with her acceptance of a two-year service agreementHowever, as a gesture of goodwill we applied a one-time courtesy credit of $to her account in lieu of a reward card
We regret any inconvenience this matter has causedIf I may be of further assistance regarding this issue, please contact our Executive & Regulatory Services department toll-free at ###-###-#### or me directly at ###-###-####I am available Monday through Friday between a.mand p.m., Central Time
Sincerely,
*** *
Executive Services Analyst

April 12, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case ***, *** *** *** Sprint Account xxxxx*** Sprint Case ***
To Whom It May Concern: We appreciate your assistance in bringing the concern of Mr*** *** *** to our attention. We regret any inconvenience that he may have experienced in this matter. In his inquiry, Mr*** indicates that he cancelled the service on his account in October and subsequently remitted payment for the balance due. He states that he later received an email notification from Sprint advising him that $was due on the account. He also states that his account now reflects a $balance. He requests that an account credit be applied to offset the $remaining balance reflected on his account. Based on the information received from Mr***, he also states that he had an unfavorable customer experience while attempting to address his concern During our discussion with Mr*** on April 12, 2017, we advised him that our review of the account records indicates that he used Sprint service until November 23, 2016, and that he requested his account be cancelled on December 30, 2017. We also confirmed with him that the charges assessed to his account are valid and that he remitted the associated payments for services rendered and for his monthly Installment Billing Agreement (IBA) charge for his phone. Although we were unable to identify a Sprint billing error, in an effort to reach an amicable resolution, and to bring closure to this matter, we applied a $credit to offset final service charges reflected on his account, including taxes, applicable fees and surcharges. We advised him that his account is in final status with a zero balance. He stated that the matter was resolved. We appreciate Mr*** for taking the time to provide us with the details of his customer service experience. 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 Mr*** needs further assistance with this matter, I can be contacted by calling the Executive & Regulatory Services department toll-free at ###-###-####, ext***. I am available Monday through Friday between 7:a.mand 3:p.m., Central Time Sincerely, Patricia SExecutive Services Analyst

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 inquiry of Ms*** ***. We appreciate your assistance in bringing our customers concerns to our attention. In the information provided, Ms*** stated she has accepted Sprint’s Lease One Get One or LOGO promo for the purchase of an iPhone Plus device in red and would receive a second iPhone device for free. She claims she was not advised of having an additional line of service added in order to accept the phone. Additionally, when Ms*** contacted Customer Care to inquire if she could gift the second iPhone device to another Sprint customer, the representative confirmed this would be possible as a transfer of ownershipIn our effort to provide clear communication about our features and pricing, Sprint publishes an overview of our service plans and any included features. Our retail brochures, displays, partner stores, and web site at www.sprint.com have not deviated from the published information. With 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, could result in invoice balance changes. We spoke with Ms*** on June 8, 2017, and addressed her account and billing concern. As outlined in the details of our LOGO offer, the customer is allowed to accept this offer with at least one of the phones being attached to a new line of service and would receive a service credit in the same amount per month to offset the monthly lease installment of the second phone. The promotion required both lease agreements to remain on the same account initiated and the service credits could take up to two billing cycles to apply. We regret any miscommunication that occurred during Ms***’s call on May 25, 2017, regarding her request to gift her second device to another Sprint customer, releasing all obligation of the device. In an effort to resolve this matter, we have canceled the lease agreement of the second phone, as well as the number attached. With this action, Ms*** confirms her complaint has been fully resolved We appreciate Ms*** for taking the time to provide details of her 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, Ms*** 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

June 21, 2017*** *** Revdex.comWard Parkway, Suite 401Kansas City, MO 64114Re: Revdex.com Case *** Complaint of *** *** Sprint Case *** Dear Mr***: Sprint is in receipt of the
above-referenced complaint of Mr*** ***, regarding Sprint account XXXXX ***. We appreciate your assistance in bringing our customers’ concerns to our attention. In his inquiry, Mr*** expressed his dissatisfaction with the level of customer service provided by our representatives during his attempts to cancel his tablet line ending in ***He claims that he agreed to pay off the device but just noticed that he has been charged for the data planAs a result Mr*** is requesting a refund of the charges paid for his data plan.We appreciate Mr***’s taking the time to provide us with the details of his experience with our Customer Care representatives. Please be assured that we value customer feedback and that his concerns have been forwarded to the appropriate managerial staff for further review.We regret any miscommunication that may have occurred regarding the cancellation of his tablet ending in ***.We were able to verify that the installment billing agreement for his tablet was cancelled on November 26, 2016; however the phone number ending in *** was never cancelledWe have agreed to cancel his tablet ending in *** effective today June 20, 2017, and credit back the eight months of service charges at $each month. An $credit will appear on Mr***’ next invoiceWe are pleased that we were able to resolve these concerns to Mr***’ satisfaction. If we can be of further assistance regarding these matters, you or Mr*** 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

July 20, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Complaint ***, *** *** Sprint Account XXXXX*** Sprint Case *** To Whom It May Concern: The inquiry referenced above has been forwarded for our review. We appreciate your assistance in bringing our customers’ concerns to our attention. According to his rebuttal, Mr*** states that the return kits he received are not large enough to send back the Airave equipmentHe also states he is still unable to access his account with the security information that was mailed to him. Mr*** also states that he continues to be billed although during his previous interaction with our offices, he states that our representative acknowledged that his account is closed We spoke to Mr*** on July 18, 2017, to address the above information. We informed him that based upon our records, we confirmed receipt of his phones on June 14, 2017. Further, to assist him with the return of the two Airave units, we have emailed him a postage paid UPS return label so that he can supply his own packaging for shipping the Airave devices back. The labels are valid for a period of days. In addition, Mr*** confirmed that he was able to authenticate his account using the security information mailed to him from our Fraud Management team. Further, a review of our records confirmed that any subscription fraud related charges were credited. Therefore, we respectfully decline his request for additional credit and sustain that the balance reflected on his account of $is valid and due for services used While it is our goal to arrive at an amicable resolution to all of our customers’ concerns, we regret that we have been unable to do so in this case. Although we have fully adjusted his account for the fraudulent charges including additional fees incurred as a result, it is apparent that Mr*** considers the resolution to this matter unsatisfactory We regret Mr***’s decision to cancel service. If I may be of further assistance with this matter, please contact me by calling the Sprint 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

August 10, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Inquiry *** 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*** expressed an unfavorable customer experience while attempting to resolve a device related matter. As a result, he requested to cancel his services with return of the devices to Sprint We spoke with Mr*** on August 7, 2017, regarding his device and customer service concerns. At that time Mr*** requested to cancel his account at no additional cost. Although the equipment agreements on his account are valid, to bring about an amicable resolution, we agreed to allow him to cancel with return of the associated devices to Sprint in good working condition Mr*** successfully canceled his services on August 8, 2017, by porting his two lines of service from Sprint to another wireless carrier. We have mailed him two postage paid return kits to facilitate the return of the devices to Sprint. Upon receipt of the devices to Sprint and their conditions confirmed, we will apply credit to the account to offset the accelerated equipment charges totaling $812.48. Additionally, we applied credits totaling $to the account to offset the monthly service charges reflected on the July bill. This offer is valid for a period of days from the date of this response We appreciate Mr***’s taking time to provide details of his experience with our Customer Care and retail representatives. We are continually striving to improve the quality of service provided to our customers. Please be assured that we value customer feedback and utilize such input to improve our training and processes We regret the decision that led Mr*** to cancel his account. If we can be of further assistance related to this matter, he can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext***I am available Monday through Friday between 7:p.mand 3:p.m., Central Time Sincerely, LaDonna J Executive Services Analyst