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 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

[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,
*** ***

March 3,
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 inquiry of ***
*** submitted on January 30, 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 resolve her billing concernsMs*** further stated that in December she activated two lines of service associated with phone numbers ending in *** and *** on different dates via Sprint’s Lease programAlso, Ms*** stated that she activated both lines of service on Sprint’s Unlimited Freedom price plan with a $discount per line upon enrollment in the Automatic Payment programHowever, in January 2017, Ms*** stated that since she lost her leased device associated with phone number ending in ***, she contacted Sprint and placed the device on the Season Standby planAs a result, Ms*** is disputing her December through February invoicesTherefore, Ms*** requested for Sprint to waive the Leasing Agreements on phone numbers ending in *** and ***, and apply an adjustment on her account for the Lease Cancellation Charge, Lease Device Purchase Amount and Early Termination Rent charges that are reflected on her February invoice
Sprint has reviewed Ms***’ complaintOur records reflect that on December 19, 2016, Ms*** purchased and activated a LG Tribute device associated with phone number ending in *** via our Account Spending Limit, Lease and Total Equipment Protection (TEP) programsAs outlined in our Terms and Conditions of Services, Sprint requires potential customers to undergo a credit evaluation prior to establishing wireless communication service with usWe use the services of an outside vendor to conduct the evaluation processThe terms under which Sprint establishes a customer account are based on the credit evaluationSome customers may qualify for Sprint service with an Account Spending Limit (ASL), which includes a monthly spending limit feeAn ASL customer receives a letter from Sprint that outlines the basis of the credit decision for his or her account termsThe letter also identifies the name and address of the credit bureau that provided the data to support the decision
Based on the information obtained during Ms***’ credit evaluation, her account was established as an Account Spending Limit (ASL) account, which is a limit that we place on the amount of unpaid charges a customer can accumulate on the account, regardless of when payment on those charges are dueWe reserve the right to determine which charges count toward an ASLIf a customer has an ASL, we may suspend services without prior notice if the account balance reaches the ASL, even if the account is not past dueWe may impose or increase an ASL at any time with noticeFurther, Sprint can, without notice, suspend or terminate any service at any time for any reason, including past due balances
Sprint will waive the $Spending Limit Program fee for affected customers who enroll in our recurring automatic payment and e-Bill programsCustomers can setup recurring automatic payment and enroll in e-Bill via www.sprint.com by logging on to their My Sprint account, or may contact our Customer Care department by dialing *from their Sprint device to request that a recurring automatic payment and e-Bill enrollment form be sent to their address on recordIf recurring automatic payments are cancelled, the fee will be applied to the customer’s account
Additionally, please 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
On December 31, 2016, Ms*** purchased and activated a LG X Power device associated with phone number ending in *** via Sprint’s Lease programAlso, the aforementioned devices were enrolled in Sprint’s 50% competitor plan price plan with a $discount per line upon enrollment in the Automatic Payment programTo participate in the 50% off competitor plan, qualified customers must poa new line of service to Sprint during the promotional period, with non-discounted equipment with a $monthly adjustment, per line upon enrollment in our Automatic Payment programThis special half-off competitor plan pricing includes unlimited talk & text, and Data shares across eligible phones and tablets until December 31, Sprint Mobile Hotspot service contributes to shared data allowance and on-network data overage of $per gigabyteFor more information about Sprint’s 50% off competitor plan promotion, please visit www.sprint.com/halfprice
Please be advised that Sprint’s Total Equipment Protection (TEP) plan is available to new and existing customersIf the problem with the handset is covered under the Equipment Service & Repair Program (ESRP) portion of TEP, the phone will be repaired or replaced at no charge at a Sprint Phone Repair CenterIf the problem with the handset is covered under the Equipment Replacement Program (ERP) insurance portion of TEP, our customers may contact Asurion, the program administrator, to file a claimFurther details regarding TEP and the coverage’s under ESRP and ERP may be found at www.sprint.com/protection
Additionally, our records reflect that on January 2, 2017, Ms*** contacted Sprint to update the price plan on phone number ending in *** to the Seasonal Standby plan and reported the device stolenOur records further reflect that on January 2, 4, and of 2017, we reviewed her December and January invoiceMs***’ December invoice reflected new charges totaling $on phone number ending in *** for the billing cycle dated December 19, through January 18, Additionally, Ms***’ account was not assessed price plan charges on phone number ending in *** on the December invoiceFurthermore, the January invoice reflected the monthly recurring charges on phone numbers ending in *** and ***To include the pro-rated 50% off competitor plan stemming from December 31, through January 18, on phone number ending in ***Also, she updated the price plan on January 19, on both lines of service to the Unlimited Freedom plan with a $discount upon the enrollment in Automatic Payment programAs such, the new price plan charges on phone numbers ending in *** and *** are reflected on her January invoice, resulting in an account balance totaling $
Our records further reflect that on February 2, 2017, Ms*** ported-out phone number ending in ***Also, on February 18, 2017, Ms*** cancelled phone number ending in ***As a result, her account was assessed a $Lease Device Purchase Amount, plus a $Lease cancellation charge and a $Early Termination Rent Charge associated with the former leased LG X Power device associated with phone number ending in ***Also, her account was assessed a $Lease Device Purchase Amount, plus a $Lease cancellation charge and a $Early Termination Rent Charge associated with the former leased LG Tribute device associated with phone number ending in ***Therefore, Ms***’ February invoice reflects a $past due balance, plus $new charges, equaling an account balance totaling $
We spoke with Ms*** on February and March of 2017, and relayed the aforementioned information to herAlthough no billing errors were confirmed, in an effort to further resolve her billing concerns, Sprint offered to apply an adjustment totaling $to her account to offset a portion of the monthly recurring charges that were reflected on her January invoiceAs such, Ms*** is aware that the aforementioned adjustment is valid until March 10, Ms*** has not confirmed her acceptance of the aforementioned offer; however, she is encouraged to contact the undersigned by March 10, Ms*** has expressed her understanding with the information that was relayed to her
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,
Chanda L
Executive and Regulatory Services Analyst

July 25, 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 of *** ***. We appreciate your assistance in bringing our customers’ concerns to our attention According to Ms***, she has been attempting to change the plan on her account since March 2017. Ms*** is requesting that Sprint review this matter 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 pricing Sprint has reviewed Ms***’s complaint and spoke with her on July 24, 2017. At that time and at Ms***’s request, we updated the plan on phone number ending in *** to Sprint’s 2GB Data Plan with Unlimited Talk & Text at $per month. In addition, although no credit is due, we applied a one-time $courtesy credit to Ms***’s account for the difference in the cost of the plan since March Ms*** expressed her satisfaction with the resolution 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 Service Analyst

May 17, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Complaint ID *** Sprint Account XXXXX***, *** C***
Sprint Case *** To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of Mr*** C***, submitted on April 28, 2017. We appreciate your assistance in bringing our customers’ concerns to our attention According to Mr***’s complaint, he states that he went into his local service center to get one of his phones repaired, and during that visit was convinced to purchase speakers and change his price plan to reduce his billInstead, he states that his bill has increased $Mr*** is requesting to return the speakers and remove the $per month charge We spoke with Mr*** on May 3, 2017, regarding his billing concernsAt that time, he advised that he was working with someone that had presented a resolution for his concernsOur office partnered with the agent for updatesBased on our findings, as a means to an amicable resolution and to bring closure to his concerns, a return kit was sent out for the Harman Kardon Onyx Studio speakersOnce the equipment is returned to the warehouse we will remove the remaining charges associated with the equipmentThe agreement will remain as there is FitBit Flex device associated with the agreement that is still in Mr***’s possessionMr*** understood the information provided 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

[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.] Thank you, Sprint from reaching out to me and getting the situation resolved
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,
*** ***

[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,
*** ***

December 29, 2017 Revdex.comWard Parkway, Suite 401Kansas City, MO 64114 Re: Revdex.com Complaint ID *** Sprint Account XXXXX5216, Perry W*** A*** Sprint Case *** To Whom It May Concern: Sprint is in receipt of the above-referenced rebuttal inquiry of MrPerry W*** A***. We appreciate your assistance in bringing our customers’ concerns to our attention and regret the circumstances that led to MrA*** contacting your agency once again. According to MrA***’s follow up filing, he states that he has had an unfavorable experience while attempting to address his service issuesHe states that a series of test have been performed by technicians with no resolution and he plans to use every platform to advise of the issues in his area We spoke with MrA*** on December 20, 2017, regarding his concernsOur office again partnered with our network technicians for further investigationBased on our findings, we sent out a Sprint Magic Box to the mailing address on file on December 22, We attempted to reach MrA*** on December and 28, 2017, to provide updatesUnfortunately, we were unsuccessful in our attemptsShould MrA*** have any further questions or concerns in regard to this matter he can contact our office directly at his earliest opportunity. 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 frustration this matter may have caused. If I may be of further assistance regarding this matter, MrA*** can contact me by calling our Executive & Regulatory Services department toll-free at 1-844-282-8211, extension ***. I am available Monday, Tuesday, Wednesday, and Friday between 8:a.mand 5:p.m., Central Time. Sincerely,LaToyaP.LaToya P.Executive Services Analyst

[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 meThey have been doing a great job fixing the issues and I believe it will all be worked out
Regards,
*** ***

May 23, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Inquiry ***, *** *** 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. According to the information provided in the complaint, Mr*** indicates that his account reflected a $balance for a lease balance for a phone that he returned to Sprint. He also indicates that a Customer Care representative advised him that the above-referenced phone was reflected as returned to Sprint on January 18, 2017, and that an account credit would be applied within days to offset the $phone lease balance. Mr*** further indicates that his account does not reflect a $credit and requests that the $credit be applied to his account During our discussion with Mr***, we confirmed with him that his account reflects his phone being returned by the retail store to our warehouse on January 18, 2017, within the day Satisfaction Guarantee period. We also advised him that due to a system error, a resulting delay in the associated lease balance credit was reflected on the account. We confirmed with Mr*** that our Customer Care representative subsequently applied a credit to offset his returned phone’s lease balance, including taxes, applicable fees, and surcharges. We also confirmed with Mr*** that his account is in final status and reflects a zero balance. 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

February 13, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File ***-Rebuttal, *** *** Sprint Account xxxxx3244, *** *** 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***’s contacting your agency once againIn her rebuttal, Ms*** advised that she provided the information requested in our February 2, 2018, response to her initial filing to us on January 10, We regret any remaining misunderstanding that may exist related to Ms***’s account billing and disputed paymentsHowever, as outlined in our above-noted response to her initial filing, our records reflect that Ms*** terminated three of her four lines of service on December 23, 2017, leaving her fourth line of service active. Because she canceled those three lines of Sprint services prior to the satisfaction of her corresponding equipment lease agreements, we assessed lease cancellation and Device Purchase Option charges totaling $1,to her account, pursuant to the terms of those agreements Our records further reflect that Ms*** contacted our Customer Care department in October and November to establish payment arrangements to satisfy her outstanding account balance. As a result of those arrangements, we processed her two disputed payments of $and $on October and November 15, 2017, respectively. We previously spoke with Ms*** on January 9, 2018, and explained the information outlined above. Ms*** disputed those findings, advising that she cancelled her services with us in September and that all charges assessed to her Sprint account after that time are invalid, as she has been using another carrier for her wireless communication needs Because we were unable to identify any error on the part of Sprint, we requested that Ms*** send copies of her September through December invoices from her current carrier to us so we can confirm that her services with her new provider are using the same mobile numbers she had with us. Ms*** stated that she would send that information to us at her first opportunity. Regrettably, however, we have not yet received those invoices Unfortunately, our attempts to follow up with Ms*** via telephone and e-mail on February 6, 9, and 12, 2017, to discuss her remaining concerns in further detail were unsuccessful. We received an e-mail from Ms*** on February 12, 2018, acknowledging our calls and messages, but our attempt to contact her again on February 13, 2018, was also unsuccessful Because we have not yet received the requested documentation, which is necessary for us to continue our review, our position remains unchanged. As such, we invite Ms*** to forward the noted invoices to us directly at her earliest opportunity We remain confident that we can fully address Ms***’s reported concerns once we receive her requested documentation, and we look forward to having the opportunity to do so. As such, if we can be of further assistance with these concerns after she sends her invoice copies to us, she can contact me directly by calling our Executive & Regulatory Services department toll-free at 1-844-282-8211, ext***. I am available Monday, Tuesday, Thursday, and Friday between 7:a.mand 5:p.m., Central Time Sincerely, Leland (Bud) JExecutive Services Analyst

July 14,
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 Mr*** ***, filed on behalf of the account holder, Mr*** ***We appreciate your assistance in bringing our customers’ concerns to our attention
In his inquiry, Mr*** disputed the amount that he was required to pay to repair his Samsung Galaxy SEdge deviceHe stated that he subscribes to our Total Equipment Protection (TEP) option for his line of service ending in ***; therefor, in accordance with the Equipment Service & Repair Program (ESRP) portion of TEP, his device should be repaired at no charge since this was his first visitHe requested that we repair his device at no charge
All new Sprint 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 their equipment against loss, damage, and wear and tear that is not covered under the provisions of that warranty
If Mr*** ***, an enduser on the above account, subscribes to our TEP option on the above noted line of serviceIf he the problem with his 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/she should contact Asurion, our TEP program administrator, to file a claimA deductible of $to $250, depending on the device model, is required at claim approvalFurther details regarding TEP and the coverages under ESRP and ERP is available on our website at www.sprint.com/tepOur records show that the above TEP option was removed
We regret any inconvenience that may have caused Mr*** to contact your agencyUnfortunately, our attempts to contact Mr*** via telephone and e-mail on July 3, July and July 12, 2017, have been unsuccessfulWe also sent a letter to the account holder, Mr*** ***, at his mailing address of record, acknowledging our receipt of Mr*** ***’s inquiry and inviting him to contact us directly to provide our office with verbal permission to speak with Mr*** *** on his behalf
Sprint is committed to protecting the privacy of our customersIn 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 accountSpecifically, we require that each account has a PIN and that the account’s PIN or security question/answer is correctly verified before we discuss account information or make any changes to the accountAs such, we must first speak with Mr*** *** and have him provide the aforementioned security information before we can discuss the account or assist Mr*** *** with the concerns raised in his inquiry
If these issues remain unresolved, we invite Mr*** ***, the account holder, to contact me directly by calling our Executive & Regulatory Services department toll-free at ###-###-####, extension ***I am available Monday through Friday between 9:a.mand 5:p.m., Central Time
Sincerely,
Tiffany G
Executive Services Analyst

June 18, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case ***, Ms*** *** Boost Mobile Inquiry Sprint Case *** - Rebuttal To Whom
It May Concern: Sprint is in receipt of the above-referenced complaint of Ms*** *** regarding our Boost Mobile product. We regret the circumstances that led to Ms***’s contacting your office again. In the information provided, Ms*** stated that due to an error being made by Boost Mobile Customer Care representatives her monthly payment date was changed, and she and the other subscribers to her Family Share plan are only receiving 2GB of high-speed data instead of the GB of data she had prior to her service plan being altered on May 24, 2017. Ms*** requested that her service plan concerns be resolved immediately. We regret any delay Ms*** may have experienced while attempting to resolve her account related concerns. As stated in our previous response to your office dated June 13, 2017, we confirmed that Ms*** contacted our Customer Care department on May 24, 2017, to activate her replacement device to her account after her service was suspended due to her device being lost. We confirmed that due to Ms*** activating an older device it was not systematically compatible with her Family Share plan, which resulted in her service plan being changed. Our records further reflect that Ms*** contacted our Customer Care department again on May 25, 2017, and we were able to successfully reinstate her three lines of service on the proper Family Share plan. During our June 1, 2017, conversation with Ms*** we provided the information outlined above. Ms*** confirmed that her service plan concerns have been resolved; however, she requested assistance with obtaining a new device to use with her service. We offered her a 50% equipment discount toward the price of any Boost Mobile device sold on our website. Ms*** accepted this offer and we assisted her with placing an equipment order for the ZTE Max XL device. During our subsequent conversation with Ms*** on July 14, 2017, we informed her that on June 21, 2017, we provided a service credit of $to her Boost Mobile account due to the errors made by our Customer Care department on May 24, 2017. We confirmed that Ms*** used this service credit on her account to restart her service plan on July 13, 2017, which will result in her monthly payment due date being updated to the 13th of each month. In addition, we confirmed that Ms*** is currently enrolled in our Family Share plan that provides each subscriber with 5GB of high-speed internet accessAlthough we regret that Ms*** disagrees with the information provided we believe that we have addressed her account related concerns to the best of our ability On behalf of Sprint, I apologize for any inconvenience this matter may have caused Ms***. If she has any further concerns regarding this matter she can contact me by calling the Sprint Executive & Regulatory services department toll-fee at ###-###-####, ext***. I am available Monday through Friday from a.mto p.m., Central Time Sincerely, Mondrell GExecutive Services Analyst

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-noted 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 inquiry, Mr*** states that he does not feel he was given sufficient credit to his account for his third party charges. He further advised that his device had not been upgraded to the SEdge as he says was promised to him, and he questioned if he was on the Galaxy Forever program. During our previous discussion with Mr***, we apologized to him for any miscommunication that may have occurred at the point of sale. As we advised previously, our records reflect that his account was credited $for the disputed amount on May 24, 2017. In addition, we unsubscribed the line of service ending *** from the disputed third-party provider and blocked all third-party content for the aforementioned line of service. We do not show that Mr*** is enrolled in our Sprint Discount Program any longer; however, he may enroll via www.sprint.com/verify. Mr*** should be aware that not all service plans are discountable. We further explained that Mr***’s line of service ending *** is active with a Samsung Galaxy Sdevice purchased via a Lease Agreement on March 3, 2017. Mr*** will be eligible to upgrade to the next generation Galaxy smartphone on March 1, 2019. However, after he has made payments on his existing lease, he may contact Sprint to determine if there are any offers available that will allow an early upgrade Our records show that Mr*** changed his service plan on June 17, 2017, to the Unlimited Freedom plan that costs $for the first line, $for the second line with his autopayment discount. His tablet on the line ending in *** is still at $per month We appreciate Mr*** for taking the time to provide us with the details of his experience. We are continually striving to improve the quality of service provided to our customers. Please be assured that we value his feedback and that his concerns have been forwarded to the appropriate managerial staff for further review 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. We regret that Mr*** considers the resolution to these matters unsatisfactory. Respectfully, we consider this matter closed in our office and request that the Revdex.com, close this complaint in their office as all future complaints will be met with the same response If Mr*** has additional questions or concerns related to this matter, he can contact me directly by calling our Executive & Regulatory Services department toll-free at ###-###-####, extension ***I am available Monday, Wednesday, Thursday, and Friday between 7:a.mand 5:p.m., Central Time Sincerely, Katherine D Executive Services Analyst

July 9, 2017 Revdex.comWard Parkway, Suite 401Kansas City, MO 64114 Re: File ***, *** A *** Account XXXXX*** Case *** To Whom It May
Concern: Sprint is in receipt of the above-referenced complaint of *** ***We appreciate your assistance in bringing our customer’s concern to our attention According to the information provided, Ms*** stated that on June 16, 2017, she returned an iPhone She states that she subsequently reviewed her account online and noticed she was being billed for not returning the iPhone She also stated that she is receiving unwanted calls from telemarketersMs*** advised she will not pay for the phone she has returned We spoke with Ms*** on July 3, 2017, and during our discussion we confirmed that on June 22, we received the iPhone an adjusted the device chargesWe also discussed unwanted calls from telemarketersMs*** confirmed that she has already registered on the Do Not Call website to avoid any further callsWe also explained that she can add unwanted numbers to her block listMs*** advised that she considers her issues resolved and had no other concerns If we can be of further assistance, Ms*** can contact me directly by calling the Sprint Executive & Regulatory Services Department toll-free at ###-###-####, ext***. I am available Monday through Friday between a.mand p.m., Central Time. Sincerely, Michael ***Executive Services Analyst

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Assumed Answered]
Complaint: ***
I am rejecting this response because:
Regards,
*** *** Tried to contact and you say need pinNOt trueI don't have pinI not agree pay moneyThey fool me say phone freeI can't afford pay anythingI am poorI don't have money pay more bill! I don't want phone! Can't afford. *** ***

September 26, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Complaint *** Account xxxxx***, *** *** Case *** To Whom It May Concern:
The above-referenced inquiry has been forwarded to our office for review. We appreciate your assistance in bringing our customers’ concern to our attention and regret any inconvenience that this matter has caused Mr*** According to the information provided Mr***, an authorized user on the account, is dissatisfied with his customer experience while attempting to order a new device Mr*** provided feedback regarding his recent interactions with our personnel. We appreciate him taking the time to provide us with the details of his experience with our 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 his input to improve our training and processes During our conversation with Mr*** on September 16, 2016, we have confirmed that the requested device has been orderedMr*** confirmed that the issue was resolved at this time and required no further assistance We regret any inconvenience that these matters may have caused. If we can be of further assistance, I can be reached at the Executive & Regulatory Services Department toll-free at ###-###-####, extension ***I am available Monday through Friday, between 7:a.mand 3:p.m., Central Time Sincerely, John CExecutive Services Analyst

March 28, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case # 1***, *** *** Sprint Account #xxxxx*** Sprint Case #*** To
Whom It May Concern, Sprint is in receipt of the above-referenced complaint of *** *** is submitted on March 6, We appreciate your assistance in bringing our customers’ concerns to our attention According to the information provided, Ms*** expressed her dissatisfaction with receiving two defective devices and contacted our Customer Care group within hours of activation to replace the devices, without successMr*** requested that Sprint review this matter, replace her devicesSprint is committed to providing world-class customer service, and we stand behind our commitment with a 14-day Sprint Satisfaction Guarantee return policy on all our products. You can return your device to the point of sale within that time period for a full refund (day of the days start when the device is activated). Sprint assesses a $restocking fee for devices and a $restocking fee for notebooks, netbooks or tablets. However, if the device is returned in its’ original unopened package, no restocking fee is charged. If your service plan required a service agreement, no termination fee is charged when you cancel within days of activation and the product is returned complete and undamaged. Additionally, we will refund any activation fees within three days of activation. You are responsible for all prorated monthly service charges, access and airtime charges, and the related taxes, surcharges and fees accrued on your account through the deactivation date. Please also note that premium content charges, overage minute charges, roaming charges, and applicable long distance and/or International charges will be billed on your final invoice. This policy may not reflect the additional return policies of our authorized third-party dealers or retailers Sprint has reviewed Ms***’s complaintOur records indicate on February 21, 2017, Ms*** visited to a third party retailer regarding her defective devicesAs a result, the third party retailer placed a new device order for phone lines ending *** and ***Furthermore, a return kit was mailed to Ms***’s billing address on fileUpon review of Ms***’s March 21, billing statement, her account was assessed equipment related charges for the two iPhone plus devices she obtained at a retail location We spoke with Ms*** on March 22, 2017, to discuss her concerns in detail. During our conversation, she advised us that she has not received the postage paid return kits to her address on file. As a result, we sent her return label via email to facilitate the return of the defective devices. In addition, we applied a credit to the account in the amount of $plus taxes contingent upon the return of the initial two devices undamaged return to our warehouseThe adjustment will appear on her April 21, invoiceMs*** accepted our resolution and acknowledged the information and resolution relayed to herIn addition, she confirmed that she received our email with the return labelsThis credit will be debited in days if the devices are not confirmed receivedWe 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

I accept above as well as no contract thru December 31, and not be charged with any activation or shipping fees per phone proposal with *** * of Sprint Executive ServicesThank you
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,
*** ***

May 22,
Revdex.com
Ward Parkway, Suite
Kansas City, MO
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*** disputed the length of time taken to cancel her tablet line of service, advising that her multiple attempts to do so have been unsuccessful*** requested that we provide credits of $for the monthly charge assessed for that line of service since her initial cancellation request in April
We regret any misunderstanding or delay that may have occurred regarding the cancellation of Ms***’s referenced line of serviceOur records reflect that Ms*** notified our Customer Care representatives on April 25, 2015, that her tablet associated with the referenced line of service was stolen and that, at that time, we flagged her equipment as stolen to ensure that it would not be used fraudulently; however, she agreed to keep the line of service active on a reduced-price rate plan to prevent our assessing an Early Termination FeeWe have no record of her having contacted us subsequent to that date to cancel the referenced line of service
During our May 10, 2017, conversation with Ms***, we explained the information outlined aboveWe also explained that, based on our review, we were unable to identify any error on the part of Sprint related to the status of the line of service or the associated billingHowever, we cancelled Ms***’s tablet line of service effective immediately and applied credits totaling $to her account to offset the $monthly service charges assessed since the satisfaction date of her equipment-based term agreementMs*** expressed her satisfaction with our resolution
We appreciate Ms***’s taking time to provide details of her experiences with our Customer Care representativesThe feedback she provided has been forwarded to the appropriate management staff for further review and possible changes to our customer service training and processes
We regret any inconvenience these matters may have caused Ms*** but are pleased that we were able to resolve her reported concerns to her satisfactionIf we can be of further assistance with these issues, Ms*** can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext***I am available Monday and Wednesday through Friday between a.mand p.m., Central Time
Sincerely,
Linda W
Executive Services Analyst