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: You guy's drained my account, everything was cool until that b.sKatherine you charged my card times if you would like to set up an conference call with my bank lets do itYou'll notice on my payment method on you website is different because I had to delete the card because you wouldn't stop charging my accountCalling me a lair is not coolOwn up to your mistake, I did mine! Other than that I was cool
Regards,
Dustin A***

August 8, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File ***, *** E*** Sprint account XXXXX***, *** ***
Sprint Case *** To Whom It May Concern: Sprint is in receipt of the inquiry filed with your office by Ms*** E ***. We appreciate the opportunity to address her concerns. Based on the information provided in Ms***’s inquiry, she states that she was offered two Samsung phones for $per month, and a plan for $for her three lines. She further advises that her subsequent invoice was $325. Therefore, she is requesting that we adjust the charges, and honor the price offered for the monthly plan. Our records reflect that Ms*** added two new lines to her account on June 21, 2017, and she accepted a lease on each line for $per month. Additionally, we confirmed that all lines are on swith the Unlimited Freedom (UF) plan for $per month before applicable taxes. Ms*** also had an existing line that was swith a promotional rate for the UF plan through June 30, 2018, which offered a $per line discount. In an effort to fulfill the offer that was extended to Ms***, we updated the UF plan on her account to reflect a $monthly charge for all three phones before taxes. We also applied a $credit to her account for the $difference between the $plan cost and the $offered plan for a 12-month time period. And last, we recalculated the monthly charges for the past two invoices, and applied account credits totaling $171.58. Ms*** accepted this new monthly price and credits and agreed to pay the remaining balance of $by August 25, As such, we consider this matter fully addressed and resolved. We appreciate Ms*** for taking time to provide details of her experience with our Customer Care representative. 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 that this matter may have caused Ms***. If she needs further assistance with this matter, she can contact me toll-free at ###-###-####, ext***. I am available Monday, Tuesday, Thursday, and Friday from a.mto p.m., Central Time Sincerely, Michal MExecutive Services Analyst

Executive & Regulatory Services POBox 169014, Irving, TX September 27, Revdex.com Ward Parkway, Suite Kansas City, MO Re: File *** Account XXXXX***, Xiangyu ***
Case *** To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of Xiangyu ***We appreciate your assistance in bringing our customer’s concern to our attention According to the information provided, Mr*** established service with Sprint as a result of the Bring Your Phone One Year Free promotional offerHe states he received an invoice for $and does not understand why We spoke with Mr*** September 15, 2017, and explained that his October 9, 2017, bill will show a negative balance due to the credits that will be appliedFurther, we advised that his account will still be charged for maintenance and administrative fees; however they will be minimalMr*** understood the information provided and confirmed his concerns are resolved. We regret any miscommunication that may have occurred regarding the explanation of the Bring Your Phone One Year Free promotionIf Mr*** requires additional assistance, I can be contacted directly 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, Joyce PJoyce Pettie Executive Services Analyst

February 24, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File ***, *** D*** Sprint Account xxxxx*** Sprint Case *** To Whom It May
Concern: Sprint is in receipt of the above-referenced inquiry of Mr*** D***, submitted on February 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 charges assessed to his account for a device that he purchased under the iPhone Buy-One-Get-One (BOGO) promotional offer for his second device. Mr*** stated that he was informed that he would receive two free devices, after he purchased four devices from the local Sprint Retail Store location. However, his account is being assessed a monthly lease charges for the third and fourth device. Therefore, Mr*** requested that Sprint review this matter and correct any billing issues on his account In our effort to provide clear communication about our devices, features, promotions and pricing, Sprint publishes an overview and our retail brochures, displays, partner stores, and 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 According to our records, Mr*** visited a local Sprint Retail Store location to establish service with Sprint on August 18, 2016. At that time, he portphone lines ending in ***, ***, *** and ***, and purchased four iPhone 6s devices as part of Sprint’s iPhone Buy-One-Get-One (BOGO) promotional offer via Sprint’s Monthly Installment program. Sprint 24-Month Installments is a device installment agreement that gives new and existing customers an affordable option to activate/upgrade to a Smartphone, feature phone or tablet device. Customers simply purchase an eligible device with no or a variable down payment, depending on device, and agree to monthly installment payments for each financed device. There are no service discounts for devices purchased through Sprint 24-Month Installments and at the time of purchase the customer will be required to pay all applicable sales tax against the Suggested Retail Price (SRP) as well as any applicable down payment for any device being purchased. For additional information and eligibility requirements customers can visit www.sprint.com/easypay Our records further indicate that Mr*** account is receiving the BOGO credit of $per month as part of the promotional offer, which appears on the adjustment section on his monthly billing statements. Therefore, we are unable to identify any billing errors on Mr*** account We spoke with Mr*** on February 20, 2017, and relayed the aforementioned information to himSprint value Mr*** business, and agreed to apply a one-time adjustment of $to his account to offset a portion of the balance reflected on the account. Mr*** expressed his understanding of the aforementioned information and he expressed his satisfaction in Sprint’s effort to resolve his concern. We appreciate Mr*** for taking time to provide details of his experience with our Sprint. We are continually striving to improve the quality of service provided to our customers. Please be assured that we value Mr***’ feedback and that his concerns have been forwarded to the appropriate managerial team for further review We regret any inconvenience this issue may have caused Mr***. 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 ###-###-#### extension ***. I am available Monday through Friday, from a.mto p.m., Eastern Time. Sincerely, Romualdo FExecutive Services Analyst

June 16, 2017 Revdex.comWard Parkway, Suite 401Kansas City, MO 64114 Re: Revdex.com File 12176509, *** *** *** Account XXXXX0483 Sprint Case
2260391 To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of *** *** ***We regret any inconvenience Mr*** has experienced as a result of this ***er. We appreciate your assistance in bringing our customer’s concern to our attention. In his inquiry, Mr*** expressed dissatisfaction with the level of customer service that he received while trying to resolve his referral reward card concernsHe is requesting the reward cards be sent in the amount of $each for two lines he referred to Sprint in October 2016. During our June 16, 2017, conversation with Mr***, we discussed the noted promotion to send out reward cards has expiredAlthough the promotion has expired, we honored a promotion that actually provided the referrer $per line referred. As a result, we applied an account credit of $to Mr***’s accountWe have also applied a credit of $to the referees accountMr*** stated that he understood our findings and accepted our handling of the ***er. If we can be of further assistance, Mr*** can contact me directly by calling the Sprint Executive & Regulatory Services Department toll-free at 1-855-848-3280, ext7021. I am available Monday through Friday between a.mand p.m., Central Time. Sincerely, Michael GExecutive Services Analyst

December 19, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case ***, Andrew L*** Sprint Account xxxxx Sprint 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’ concerns to our attention In the information provided, MrL*** expressed his dissatisfaction with device billing on his accountHe stated that the device associated with the charge was paid in full, but he was being advised that he has been billed for the equipmentHe requested that the billed device charge be credited We have reviewed MrL***’s billing concernAfter a review of his account and device information, we find no recorded transaction that reflects payment for the deviceAlthough we offered the option to research further if provided with payment information, MrL*** declined and agreed to return the device for credit of the billed chargesWe verified that he did return the device per the return program requirementsBased on this, Sprint has provided a one-time credit of $to MrL***’s account to offset the billed charges in full We appreciate MrL***’s taking time to provide details of his experiences 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 matter may have caused MrL***. If I can be of further assistance with this concern, he can contact me by calling our Executive & Regulatory Services department toll-free at 1-855-848-3280, extension ***. I am available Monday through Friday between 7:a.mand 3:p.m., Central Time Sincerely, John CExecutive 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 complain service ID ***, and find that this resolution is satisfactory to me.I thank you very much for your prompt and courteous assistance
Regards,
*** ***

July 27, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File 12240537, *** *** Boost Mobile Inquiry Sprint Case 2265811
To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of Ms*** *** regarding our Boost Mobile product. In her inquiry, Ms*** indicated that she was experiencing warranty issues with her device, and Boost Mobile was unable to assist her with her issues. She remitted a service payment on June 30, 2017, and she changed service providers on July 1, 2017. She requested a refund for her service payment; however, she was advised that service payments are non-refundable. As such, she requested additional assistance with this matter. During our initial conversation with Ms*** on July 25, 2017, we explained that all remitted service payments are non-refundable; however, in an effort to resolve her issue, we credited her friends account $as a resolution. Ms*** expressed her understanding and satisfaction with our resolution On behalf of Sprint, I regret any inconvenience Ms*** may have experienced as result of this matter. If she has any additional questions regarding this issue, she can contact me by calling the Sprint Executive & Regulatory Services department toll-free at 1-855-848-3280, ext5963. I am available Monday through Friday from 10:a.mto 6:p.mCentral Time. Sincerely, Christopher *Executive Services Analyst

---------- Forwarded message ----------From: *** ***Date: Wed, Oct 12, at 10:AMSubject: Re: You have a new message from the Revdex.com of Greater Kansas City in regards to your complaint #***.To: Revdex.com I replied that the matter has been resolved

July 3,
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 June 8, We appreciate your assistance in bringing our customer’s concern to our attention
According to the information provided, Ms*** stated that she had an unfavorable customer service experience while attempting to address her equipment concernMs*** expressed her dissatisfaction with her inability to order a new device from SprintMs*** further stated that she was encountering issues with her device and attempted to place an order for a replacement device via Sprint.com on-line services; however, she was unable to place the device order since her online profile was locked due to a previous equipment Fraud on her accountFurthermore, Ms*** expressed her dissatisfaction with her account being assessed a $Account Spending Limit (ASL) fee per month, after she has established service with SprintMs*** requested that Sprint review these
matters and provide her with an amicable resolution
Sprint has reviewed Ms***’s complaintSprint confirmed that our Fraud Management group had previously investigated Ms***’s account and confirmed fraudulent activity occurred on the accountAs a result, the three unauthorized lines of services were terminated and all necessary adjustments have been applied to the account to negate the disputed charges on November 16, In addition, our Fraud Management group deleted Ms***’s account on-line profile
Our records reflect that correspondence noting the Account Spending limit charge, deposit, equipment type and cost was provided to Ms***Furthermore, Ms***’s account was activated with a spending limit based on the results of the credit evaluation performed when she established service with us in February Our system will electronically monitor and may interrupt her service when the account balance is not paid timelyA courtesy text message will be sent to the primary phone on the account when percent of the spending limit is reachedIf a payment is not made, and the account balance reaches the spending limit, outgoing calls from the primary phone will be routed to our automated system, which will allow our customer to obtain the current balance and make a paymentOnce the account balance exceeds the spending limit, inbound and outbound calls to the mobile numbers on the account, as well as any Direct Connect and voicemail services may also be blocked
Service interruptions can be avoided by paying the balance due in full as soon as the invoice is received, remaining within the allotted monthly service plan minutes, and refraining from incurring excessive Directory Assistance Plus or roaming chargesThese charges are calculated to the account on a daily basis and can lead to service interruption at any time during the billing cycle, whether or not an invoice has been receivedIf usage continually exceeds the minutes in the service plan, other options may need to be explored
Sprint will waive the $Spending Limit Program fee for 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 or e-Bill are cancelled, the fee will be applied to the customer’s account
We spoke with Ms*** on June 30, 2017, to discuss her concern in detail and relayed the aforementioned informationDuring our conversation, we advised Ms*** that we confirmed that she had spoken with Sprint on June 10, 2017, and was assisted with processing an upgrade as well as offered a one time courtesy adjustment of $to offset monthly recurring service charges reflected on her June billing statementMs*** confirmed that she has been provided with a satisfactory resolution by Sprint
We appreciate Ms*** taking time to provide details of her 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 Ms***’s feedback and will utilize her input to improve our training and processes
We regret any inconvenience this matter may have caused Ms***If we can be of further assistance, Ms*** can contact me directly by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####I am available Monday through Friday between a.mand p.m., Central Time
Sincerely,
David H
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 am in acceptance of this offer I called this phone # attached ###-###-#### today 06/28/to speak with *** and give her my credit card info to take that agreed upon amount which is the bill minus the fees listed aboveI can make that payment in full on Friday July 1, and would like to set that up, I also need a lost or stolen hold on my sons phone which once this is handled I can do either with you all or customer serviceI am excited and appreciative that we were able to come to an agreement and that I will be able to maintain service with sprintPlease call me so we are able to get the details ironed out and payment set up***-*** is my phone # through you all, and I am out of work after 3pm easternThank you very much I also left a message to let you know I followed up with in the days
Regards,
*** ***

July 11, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File *** Sprint Account XXXXX***, *** *** Sprint Case *** To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry filed by Ms*** ***We appreciate your assistance in bringing our customers’ concerns to our attention and regret the circumstances that led to Ms***’s contacting your office once again In the additional rebuttal, Ms*** again expressed her dissatisfaction with the length of time taken to unlock her device and disputed the remaining balance on her Sprint account Unlocking a device is a general term that refers to one or more types of device unlockingMSL unlocking refers to providing an MSL code in order to disable software that sets device parameters and prevents the device from activation on a different networkUnlocking also refers to enabling the SIM slot of the device to allow another carrier’s SIM card to be inserted (either domestically or internationally)Unlocking a device will not necessarily make a device interoperable with another carrier’s network. In other words, a device designed for one network is not made technologically compatible with another network merely by unlocking it. Additionally, unlocking a device may enable some functionality of the device but not all (e.g., an unlocked device may support voice services but not data services when activated on a different network). Additional information about unlocking may be found at www.sprint.com/unlock. We confirmed that Ms***’s Samsung Galaxy SEdge associated with phone number ending *** is now eligible for SIM unlocking. Please note that the SIM unlock information was transmitted to the device in question on June 30, 2017. During our original conversation with Ms*** on June 29, 2017, we reviewed the above-mentioned information. As a gesture of goodwill and in an effort to demonstrate world-class customer service, we cancelled Ms***’s Sprint services effective July 5, 2017, and waived the Early Termination Fee. Additionally, as requested by Ms*** during our conversation, we have applied credits totaling $to offset a portion of her monthly recurring charges for services used between May 21, and July 5, 2017. As a result, Ms***’s Sprint account is closed and reflects a final balance of $82.48. To avoid additional collection activity, a final payment of $is due by July 15, As directed in our follow up email to Ms*** dated July 10, 2017, she will need to perform an “Update Data Profile” on her device; however, even if another carrier activates the device, that device may not function correctly on another carrier's networkSprint makes no guaranty that it will function correctly on different carrier's networkWhile we regret that Ms*** may not be satisfied with our response, our position remains unchanged. After discussing this matter with the Executive & Regulatory Services team, I am confident that all of her issues have been fully addressed and resolved to the best of our ability We regret any inconvenience Ms*** may have experiencedIf she requires additional assistance with this concern, she can contact me directly by calling Sprint’s Executive & Regulatory Services department at toll-free ###-###-####. I am available Monday through Friday between a.mand p.m., Central Time Sincerely, Lori KExecutive Services Analyst

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards,
Alvaro ***

May 25, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case *** *** *** Sprint Account xxxxx*** Sprint Case ***
To Whom It May Concern: Sprint is in receipt of the above-referenced complaint filed by Ms*** ***. We appreciate your assistance in bringing our customers’ concerns to our attention According to the information provided in Ms***’s inquiry, she states that she established service with Sprint under the “Cut Your Bill in Half” promotion and was supposed to receive gift cards for the full payment of her previous carrier’s device cancellation charges. However, she has been unable to upload her previous carrier’s invoicesAs a result, she is requesting that Sprint honor what she believes she was promised. During our discussion with Ms*** on May 25, 2017, we confirmed with her that our records reflect that she activated her Sprint account on March 30, 2017, for wireless telephone (xxx) xxx-***. We regret any inconvenience she may have experienced while attempting to upload her invoices via the www.sprint.com/joinsprint websiteHowever, because she did not upload her previous carriers invoice, she did not qualify for the promotional gift cards. Sprint has since received a copy of Ms***’s previous carrier’s invoices and has manually processed her registration. Ms*** can check the status of this submission online at www.sprint.com/joinsprinttoday using the confirmation number *** We appreciate Ms*** for taking the time to provide us with the details of her customer service experience. We regret any possible misunderstanding regarding our CYBIH promotion requirements and details. We are continually striving to improve the quality of service provided to our customers. Please be assured that we value her feedback and that her concerns have been forwarded to the appropriate managerial staff for further review If further assistance is needed regarding this matter, Ms*** can reach me by calling the Executive & Regulatory Services department toll-free at ###-###-####, ext***. I am available Monday, through Friday from a.mto p.m., Central Time Sincerely, Sean *** Executive Services Analyst

April 28, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case ***, *** R*** Sprint Account xxxxxx*** Sprint Case ***
To Whom It May Concern: Sprint is in receipt of the above-mentioned complaint of Ms*** ***. We appreciate your assistance in bringing our customers’ concerns to our attention. In her inquiry, Ms*** states that her service plan included four phone lines and that she called our Customer Care department to cancel three of the phone linesHowever, Ms*** states that she was unaware that she would be assessed the billing of equipment upon cancellation of serviceMs*** further stated that she was offered a Change of Ownership for the three phone lines in question; however, this was not a feasible option for her. She believes she was not informed of all her options and is seeking assistance with this matter We spoke with Ms*** regarding her account billing concerns and customer experience. We regret any possible misunderstanding regarding this matter. Sprint launched the Sprint Lease program, an industry-first option that gives new and existing customers the flexibility to lease select smartphones and tablets for a lower monthly cost versus purchasing the device. With a lease option, Sprint owns the device. At the end of a lease term, customers can purchase the device and own it outright, return it to us, or upgrade to the latest device. Sprint also launched an Installment Billing program [formerly Easy Pay], which gives new and existing consumer customers an affordable option to upgrade their smartphone and tablet more frequently Sprint Installment Billing is a device financing program that offers flexibility for eligible customers who meet specific criteria to purchase a phone or tablet with variable down payment, depending on the device, and agree to monthly installment payments for the device Customers must be able to qualify to participate in this program. For additional information and eligibility requirements our customers can visit www.sprint.com/easypay Please note that three account phone lines entered into Lease and/or Installment Billing agreements with Sprint as follows: xxx-xxx-*** (TM-L-***), xxx-xxx-*** (TM-***), and xxx-xxx6-*** (TM-***). We explained to Ms*** when a line of service is cancelled, before completing the Installment Agreement or Lease, the customer incurs Lease cancellation and device purchase charges and/or accelerated Installment Billing Charges. Ms*** indicated that she understood and confirmed she paid the disputed equipment charges totaling $340. Additionally, we applied a $service credit, as a gesture of goodwill. 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 If Ms*** needs further assistance regarding this matter, or if she would like to provide additional information, she may contact me by calling the Executive and Regulatory Services department toll-free at ###-###-####, extension ***. I am available Monday through Friday from 8:a.mto 4:p.m., Central Time Sincerely, Alethea BExecutive Services Analyst

Executive & Regulatory Services P.OBox Irving, TX April 12, Revdex.com Ward Parkway Kansas City, MO Re: Revdex.com Complaint ***, *** *** Sprint Account XXXXX***, *** *** Sprint Case *** To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of Ms*** ***, filed on behalf of Mr*** ***. We appreciate your assistance in bringing our customers’ concerns to our attention. Ms***’s inquiry is a follresponse to our March 23, 2017, letter to you. In her inquiry, Ms*** reiterates that she has been billed for the line of service ending *** for the past two years although the associated device has been obsolete. She has requested to cancel the line of service and receive a credit for the last two years We attempted to contact Ms*** by telephone and e-mail on April and 11, 2017, to discuss this matter in detail. Unfortunately, we were unsuccessful. However, as stated in our previous response, we canceled the line of service ending *** effective March 18, 2017. However, our records reflect that Ms***’s initial request to cancel the line of service ending *** was in January 2017. Therefore, we are unable comply with her request for a credit to offset the associated monthly service charges prior to January We regret any inconvenience Ms*** may have experienced while attempting to resolve this matter. If I can be of further assistance regarding this matter, I can be reached directly by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext***. I am available Monday through Friday, between 9:a.mand 5:p.m., Central Time Sincerely, Terrence MExecutive Services Analyst Tell us why here

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards,
*** ***

Hi I just wanted to inform you the problem has been resolvedThank you for your help
Regards,
Asha ***

[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 11865942, and find that this resolution is satisfactory to me
Regards,
Don Pickering

February 9, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case *** Sprint Account xxxxx*** Sprint 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 According to the information received, Ms*** stated that she was misinformed on device upgrade pricing. She stated that she was offered two free devices as upgrades on existing lines of service, but additional lines were added to her account and the devices were also billed as wellAs a result, she is requesting that the unwanted lines be canceled and the devices be provided as free upgrades as was presented at the point of sale We have built a solid reputation on honest business practices, and it is not our intention to mislead or confuse our customers with regard to the services we are able to provide. In our effort to provide clear communication about 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. 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. Sprint has reviewed Ms***’s account and apologizes for her inconvenience she expirienced regarding this matter. We regret any miscommunication that may have occurred regarding the device upgrades and pricing. As a courtesy, we have canceled the lines of service inadvertently activated on Ms***’s account per her request and waived the device charges for the two phones that Ms*** upgraded to on her accountFurther, we have provided a one time credit to her account for the billed charges in dispute as well as one monthly service charge as a concessionMs*** confirmed that this resolved her issue We regret any inconvenience these matters may have caused. If I can be of further assistance with this matter, Ms*** can reach me at the Executive & Regulatory Services department toll-free at ###-###-####I am available Monday through Friday between 7:a.mand 3:p.m., Central Time. Sincerely, John CExecutive Services Analyst