Sprint Corporation

June 30,
*** ***
Revdex.com
Ward Parkway, Suite
Kansas City, MO
Re: Revdex.com Case ***, *** ***
Sprint Account xxxxx
Sprint Case ***
Dear Mr***:
Sprint is in receipt of the above-referenced rebuttal of Mr*** ***We appreciate your assistance in bringing our customers’ additional account concerns to our attention
According to the supplemental information provided, Mr***, an authorized end-user on the account of Lorenna ***, is requesting clarification regarding his monthly total balance as it related to actions taken by Sprint on June 16, 2015, to resolve his initial dispute regarding possible misinformation provided at the point of sale
Sprint communicated with Mr*** between June and June 30, 2015, by phone and email to provide clarification on the actions that had been taken to resolve his initial dispute regarding the increase in his monthly recurring chargesWe advised him that the two devices for phone numbers ending and are currently under Sprint’s Easy Pay™ programThe monthly installments for the devices are $each, and our records reflect the devices will be paid in full with the February invoice
We further advised him that if he continues with the same devices after the fulfilment of his current device agreements and opts not to upgrade, continue with his current service plan, Family Unlimited Talk/Text/Data and does not add any additional features and/or programs; his overall monthly total balance will reduce by $a month
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 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
Sprint regrets any inconvenience this matter may have causedIf you have any questions regarding this matter, please contact us at our Executive & Regulatory Services departmentWe can be reached toll-free at ###-###-#### or you may contact me direct at ###-###-####I am available Monday through Friday between a.mand p.m., Central Time
Sincerely,
*** W
Executive 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

April 24, Revdex.com of Greater Kansas City 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. We appreciate your assistance in bringing our customers’ concerns to our attention According to the information provided, Ms*** stated that she terminated her Sprint service in February and returned her leased device to our retail store. She stated that she was quoted a final balance of $98.15, which she paid. Subsequently, she received another bill of $and was informed that it was due to the non return of the leased device. Ms*** stated that she also receive a bill of $bill after receiving a credit for the non-returned device charge. She requested that the balance be credited because she was not informed of any additional charge Effective September 19, 2014, Sprint launched the Sprint Lease program, an option that gives qualified new and existing customers the flexibility to lease select Smartphones and Tablets for a lower monthly cost versus purchasing the device. Lease payment varies by device and a down payment may be required and varies by customer and device. With a lease option, Sprint owns the device. At the end of a lease term, you can purchase the device and own it outright, return it to us, or return it to us and upgrade to the latest device. For further information regarding Sprint Leasing please visit www.sprint.com/lease We spoke with Ms*** on April 20, 2017, and provided her the information aboveShe was on a 21-month Lease Agreement on her device purchase; however, she ported out her service while months into the lease agreement. Therefore, the $was the remaining balance due to the lease commitment, and it is a valid charge based on the Terms and Conditions of the Lease Agreement. Further, our records show that a payment has been made and Ms***’s account is closed and reflects a zero balance. We regret any misunderstanding that may have occurred. If Ms*** would like to further discuss this matter, she can contact our office toll-free at ###-###-####. I am available Monday through Friday, from 7:a.mto 3:p.m., Central Time Sincerely, Beatrice R Executive 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

[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] IComplaint: ***
I am rejecting this response because:
Regards,
*** *** Im rejecting this, I made a number of trips to the store before my days was up, I called many imes before my days was up, all calls are record I explained many imes what was going on with the phones,Sprint has even called me telling me that they was resending me New phones, once I got the new phones I was to return my other phones Aater I filed the complaint with the Bibb sprint sold my account to the debt Collector, now I'm force to file a Complaint with the general Attorneyoffice, Sprint has done nothing but play games to drag this matter out, as of now it' past the days, but my Complaint was before the days this is Sprint's attempt To not honor their obligations *** ***

June 19, 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. We appreciate your assistance in bringing our customers’ concerns to our attention. According to the information received, Mr*** stated that he was advised by a representative that if he ordered a pre-owned iPhone 6S Plus device, and added insurance, he was eligible for a HP Slate Tablet with an unlimited plan and mobile hotspot included for $additional a month. He stated he advised the representative that he could not afford for his bill to me much more than the $a month he pays now. He stated that the call was disconnected so he went online to purchase the device. In addition, Mr*** stated he had been advised that the upgrade/activation fee would be waived. He stated he communicated with a representative via our chat line and was advised that his monthly bill would be $a monthTherefore, he ordered the device and paid for overnight shipping. However, he has not received the device. In addition, he states that he was unable to use his phone due to a major tower outageMr*** is requesting a resolution to these issues. 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. As stated in our Terms and Conditions of Services, not all phones are compatible with all plans. Furthermore each new device is provided a user manual for those specific device capabilities We regret that Mr***’ experience with service in his local calling area is falling short of his 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. 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. Estimating wireless coverage, signal strength, and service speed is not an exact scienceThere are gaps in coverage within our estimated coverage areas that along with other factors both within and beyond our control which may result in dropped and blocked connections, slower service speeds, or otherwise impact the quality of service. Our records reflect that the above-referenced iPhone 6S Plus device that Mr*** ordered was received and activated on his account. We determined that Mr*** qualifies for a promotional offer for a HP 8” Slate Tablet at no cost to him; however, he would be required to add a service plan to the number associated with the tablet at an additional cost. His estimated monthly cost would vary depending on the service plan that Mr*** selected We have made multiple attempts to contact Mr*** regarding his concerns. We attempted to contact him via telephone and e-mail on June 9, 12, and 14, 2017, advising him we received his inquiry and our need to speak with him directlyUnfortunately, we have not received a return call from Mr***. Sprint is committed to protecting the privacy of our customers. In accordance with that commitment, we take measures to verify that a person is authorized to discuss and/or make changes to an account. Specifically, we require that each account has a PIN and that the account’s PIN or security question/answer is verified before we discuss account information or make any changes to the account. In accordance with that policy, we must first speak with 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 at number referenced below We regret any inconvenience this matter may have caused. If Mr***’ concerns remain unresolved, I can be reached at the Executive & Regulatory Services department at our toll-free number, ###-###-####, extension ***. I am available Monday through Friday, between 9:a.mand 5:p.mCentral Time Sincerely, Sharon RExecutive Services Analyst

April 27, 2017 Revdex.comWard Parkway, Suite 401Kansas City, MO 64114 Re: Revdex.com Complaint ID *** Sprint Account XXXXX***, ***
*** Sprint Case *** To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of Mr*** ***, submitted on April 8, 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 store to address some billing concerns which were rectifiedHowever, in the process of correcting the plan and charges on account XXXXX*** the Advance Protection Pack (AAPP) was removed from the tablet on line ending in ***Mr*** is requesting that the tablet be replaced and is willing to pay the monthly charge for the protection, as well as, the deductible required for the replacement We spoke with Mr*** on April and 24, 2017, regarding his concernsAfter partnering with store management, we were able to add the Advance Protection Pack (AAPP) back to line ending in ***We advised Mr*** that All claims are filed with and administered by Assurant, and Sprint has no impact on whether the claim is approved or deniedCoverage is effective on the date of enrollment, and claims must be filed by customer within days of loss or damage while covered by Advanced Protection PackMr*** understood the information provided and expressed satisfaction with the actions taken. 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.]
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,
*** ***

[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:As I told Travis I did not jailbreak my phone and I did not say that I did nor did I tell a representive that I did or would but while I was on hold my girlfriend wanted options and I said we could do it to our next one but I am currently waiting to get a ride to the Apple Store when my girlfriends stepdad can give us a rideBecause like I said I am unable to currently make it there but once I do I'll have apple send a response that my girlfriends phone is not jail broke and that sprint does not wish to agree that they sold me a defective phoneI could understand going back to an Apple Store if I bought it from one but I did notI just wish the store I did get it from had some responabilty in fixing the faulty phone they sold me instead of putting it all on meIf that's the case I will finish my lease and be done with sprint.
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: I've been reaching out to sprint but I work days a week and when I call them back they do not answer, I reached out to Ricardo the district manager for the sprint store in *** and he was going to exchange my phone out but that will not work because they have to take my phone that I have now and I would have to wait to get another phone in the mail, with my job I can not be without a phone and I have express this to himI just either want to be let out of my contract or my billing to reflect what sprint advise.
Regards,
*** ***

February 8, Kansas City Revdex.com Ward Parkway Kansas City, MO *** Re: Revdex.com File #***, *** J*** Sprint Account: XXXXX***
Sprint Case # *** To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of *** *** submitted on January 13, 2017. We appreciate your assistance in bringing our customers’ concerns to our attention According to the information provided, Mr*** expressed his dissatisfaction with the delay in cancelling phone lines ending in *** and ***, after he requested to cancel his account in June As a result, his account was assessed additional monthly recurring charges. Mr*** requested that Sprint review this matter and process a refund for the disputed charges Sprint has reviewed Mr***’s complaint. We spoke with Mr*** on January 18, 2017, to further discuss his concerns. During that call, we advised Mr*** that we would review his concerns and follwith him accordinglyAccording to our records, on August 25, and April 6, 2016, Mr*** activated phone lines ending in *** and ***, and activated an iPhone Plus and Samsung Galaxy devices via Sprint’s Leasing program. Please note effective September 19, 2014, Sprint launched the Sprint Lease program, an industry-first option that gives qualified new and existing customers the flexibility to lease select Smartphones and Tablets for a lower monthly cost versus purchasing the device. Lease payment varies by device and a down payment may be required and varies by customer and device. With a lease option, Sprint owns the device. At the end of a lease term, you can purchase the device and own it outright, return it to us, or return it to us and upgrade to the latest device. For further information regarding Sprint Leasing please visit www.sprint.com/leaseFurther research on the account shows that phone lines ending in *** and *** were upgraded on August 8, and February 11, 2015, and activated devices via Sprint’s Monthly Installment programSprint 24-Month Installments is a device installment agreement that gives new and existing customers an affordable option to activate/upgrade to a Smartphone, feature phone or tablet device. Customers simply purchase an eligible device with no or a variable down payment, depending on device, and agree to monthly installment payments for each financed device. There are no service discounts for devices purchased through Sprint 24-Month Installments and at the time of purchase the customer will be required to pay all applicable sales tax against the Suggested Retail Price (SRP) as well as any applicable down payment for any device being purchasedFor additional information and eligibility requirements customers can visit www.sprint.com/easypay Our records reflect that on June 27, 2016, phone lines ending in *** and *** were ported-out to another wireless service provider prior to fulfilling the terms of the Lease and Installment Billing AgreementsAs a result, the account was assessed Lease cancellation and Installment Billing accelerated cancellation charges as reflected on the July billing statement. Our records do not reflect that we received a cancellation request for phone lines ending in *** and ***As a result, the referenced phone lines remained active Further research on the account shows that Mr*** contacted our Customer Care Group on December 5, 2016, to advise that he requested to cancel the referenced phone lines in June At that time, our Customer Care representative did inform him that we have no record of this cancellation requestAs a result, no credits were applied to his account at that time In an effort to ensure a satisfactory and mutually acceptable resolution, we have agreed to adjust the monthly recurring charges as reflected on the July through January billing statements. Please note that a total credit of $was applied to his account on December 27, 2016, to offset portion of the monthly recurring charges reflected on the July through January billing statementsA final credit of $was applied to his account on February 7, to offset the remaining monthly recurring charges reflected on the aforementioned billing statements, leaving the account closed with a credited balance of $290.55. To provide closure for this matter, on February 7, 2017, a refund of $was processed to Mr***’s financial institution. We ask that Mr*** allow to business days to receive the refund to the credit card in question from date of approval We followwith Mr*** on February 7, 2017, to relay the aforementioned informationMr*** advised that the financial institution affiliated with this account was closed. As such, we have agreed to submit another refund request to have a refund check for the referenced amount mailed to his address on fileWe ask that Mr*** allow to days to receive the refund check from date of approvalMr*** expressed his understanding with the information provided to him and advised that he has no further concerns at this time. We apologize for any inconvenience Mr*** may have experienced while attempting to resolve this matter We apologize for any inconvenience this matter may have caused Mr***If we can be of further assistance with this issue, Mr*** can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext***. I am available Monday through Friday between 7:a.mand 4:p.m., Eastern Time Sincerely, /s/ Catherine *** Catherine *** Executive & Regulatory Services Analyst

[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
Thank you very much for your help
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

April 12, 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 inquiry of Ms*** ***. We appreciate your assistance in bringing our customers’ concerns to our attention. According to the information provided in Ms***’s complaint, she switched her home internet service to Sprint and purchased a tablet with mobile hotspot service at the recommendation of the retail store manager. Ms*** advised that mobile hotspot service was slow and only worked intermittently. As a result, she returned the device during Sprint’s Satisfaction Guarantee time period and is seeking a refund of the $Restocking Fee she was charged along with the purchase price of the tablet and an activation fee We regret any possible misunderstanding that may have occurred regarding the mobile hotspot service. Our records indicate that Ms***’s newly purchased tablet was set up with one gigabyte of mobile hotspot data and that data was quickly used after the device was activated resulting in slower data speeds. We spoke with Ms*** and explained our findings. Based on any possible misunderstanding that may have occurred regarding the mobile hotspot service, we agreed to provide a one-time goodwill credit to her account as reimbursement of the restocking fee; however, we respectfully declined her request for refund of the activation fee as the device was activated on our network and the service was used. Ms*** accepted our findings and confirmed that she has received a credit card refund for the return of the tablet We regret any inconvenience this matter may have caused Ms***. If she needs further assistance with this issue, I can be reached toll-free at ###-###-####, ext####. I am available Monday through Friday from 7:a.mto 3:p.m., Central Time Sincerely, April *** Executive Services Analyst

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

[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,
*** *** SO WHERE IS THE PROMO AND THE OFFERS THAT ARE DETAILED OUT AND WHARE IS THE ADDRESS YOU HAVE ON FILE THAT YOU SENT THAT TO? BECAUSE I WAS ON INTERNET BILL AND I WAS OUT OF TOWN WHEN THOSE CALLS CAME IN? I WOULD ALSO LIKE ALL INFO RELATED TO THE PHONE THAT I SENT IN AND HOW NUCH OF A LUMO SUN CREDIT WAS SUSPPOED TO BE ON THE BILL? WITH TRACK ING AND ALL INFO RELATED

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

June 2,
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 complaint of Ms*** *** regarding
Sprint account XXXXX***We appreciate your assistance in bringing our customers’ concerns to our attention
In her inquiry, Ms*** described unfavorable customer experiences during her attempts to discuss a network concern, stating that she can no longer rely on the coverage in her residential area due to dropped calls and difficulty with accessing data from her devicesShe requested that we allow her to return her devices without incurring any cancellation fees
We regret any inconvenience that may have caused Ms*** to contact your agencyOur records reflect that Ms*** contacted our office and spoke with one of our analysts on May 30, 2017, regarding the referenced complaint; however, our follattempt to contact her on May 31, 2017, was unsuccessful
The above-referenced account will remain in “escalated status” with our office until June 16, 2017, to allow sufficient time for Ms*** to contact our officeAfter June 16, 2017, her account will be released to our Customer Care department for general assistance
We believe that we can amicably resolve Ms***’s reported billing concerns, and we look forward to having the opportunity to do soIf we can be of further assistance regarding this matter, Ms***’s can contact me 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,
*** G
Executive Services Analyst

August 9, 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, Mr*** described an unfavorable customer experience while attempting to resolve an account payment matter. She stated that Sprint processed a duplicate payment in the amount of $288.52. As a result, she requested an apology, a refund of the duplicate payment, and a refund for related bank fees Our records reflect that on July 1, 2017, Ms*** established an arrangement to remit a payment of $on July 14, 2017. Our records further indicate that Ms*** remitted payments totaling $on July 13, 2017. We spoke with Ms*** on July 31, 2017, and confirmed the information above. Regrettably, we have no record that Ms*** contacted our Customer Care department to request cancellation of the initial disputed payment; therefore, the scheduled payment for $was processed on July 14, 2017. Although we were unable to confirm a Sprint payment processing error related to this matter, we refunded the second payment of $back to her credit card ending in *** on July 19, 2017. Ms*** expressed her dissatisfaction with our handling of her payment concerns. We further confirmed that she canceled four of her lines of service on July and 31, 2017, respectively, when she ported her service from Sprint to another carrier. Her account currently remains active with telephone (xxx) xxx-*** We regret any inconvenience that this matter may have caused. We also regret the circumstances that led to Ms***’s decision to terminate the noted lines of service. If we can be of further assistance with 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:p.mand 3:p.m., Central Time Sincerely, LaDonna *** Executive Services Analyst

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