Sprint Corporation

From: *** *** Date: Wed, Jul 1, at 2:PMSubject: Re: You have a new message from the Revdex.com of Greater Kansas City in regards to your complaint #***.To: [email protected] complaint has been resolvedThank you so much for
your service

May 10, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Complaint *** Account XXXXX***, *** *** Case *** To Whom It May Concern:
On May 3, 2016, Sprint received an inquiry submitted by your office on behalf of *** ***. According to the information provided, Mr*** was sold a Phone Connect to lower his bills. Mr*** is requesting to cancel the Phone Connect device as he does not use it. We appreciate your assistance in bringing Mr***’s concerns to our attention We regret any frustrations Mr*** may have experienced while attempting to resolve his concerns. On May 6, 2016, we contacted Mr*** to discuss his concerns in detail. At that time, we agreed to cancel his account with the Phone Connect device and applied credits to offset the associated cancellation fees. We sent Mr*** a return kit to facilitate the return of this device. We also applied credits totaling $to offset the monthly service charges included on the November through April invoices. As a result of these credits, the canceled account reflects a credit balance of $109.60. We have processed a refund for the credit balance and the funds have been refunded back to the card used to make the payment. Please be advised that banks normally post refunds to a customer’s account within business days. We recommend that Mr*** follwith his bank after days If additional assistance is required, please contact me by calling the Executive & Regulatory Services department toll-free at ###-###-####, extension ***. I am available Monday through Friday between 8:a.mand 4:p.m., Central Time Sincerely, Susan FExecutive Services Analyst

June 27, 2017 Revdex.comWard Parkway, Suite 401Kansas City, MO 64114 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*** ***, which was forwarded to the Executive & Regulatory Services department for review. We appreciate your bringing our customers’ concerns to our attention. In the information provided, Ms*** stated that she ported her number to Sprint on March 23, 2017; however, due to poor network service, she ported back to her prior mobile carrier on March 28, 2017, within the Sprint Satisfaction Guarantee trial period. Ms*** stated that she received an invoice reflecting a $amount due, which she is disputing. She also indicated that she has had an unfavorable customer service experience while attempting to resolve this matter. As a result, she is requesting that the balance due be negated. We regret any possible misunderstanding that may have occurred regarding this matter. We spoke with Ms*** on June 23, 2017, and during our conversation, she mentioned that she returned her Sprint device to one of our third-party retail stores within the Sprint Guarantee trial period, and she indicated that she does not owe the $balance that is now reflected on the account as a result of a $late fee added on her May 26, 2017, invoice. Based on a review of our records, Sprint service was activated on March 23, 2017, and canceled due to porting on March 28, 2017. Due to the cancelation of service, cancelation/accelerated charges of $for the device billed and reflected on her April 21, 2017, invoice. Further review of our records determined that one of our Customer Care Representatives applied a $credit to Ms***’s account on May 31, 2017, which left an $balance. Due to the charges not being completely absolved, a $credit was applied to the account on June 3, 2017, resulting in a $balance, which was credited on June 23, 2017. Ms***’s account is now closed with no balance due We appreciate Ms***’s taking the time to provide us with the details of her experience with our Customer Care representatives. We are continually striving to improve the quality of service provided to our customers. Please be assured that we value customer feedback and will utilize this input to improve our training and processes. We regret any inconvenience that this issue may have caused. Should there be any additional questions or concerns with this matter, Ms*** can reach me 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, Bridgette F.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: Although a partial credit on my account was applied, I still have not received the credit for the improper amount billed on my account I have been over charged about $55, because of a billing error on Sprint's end I was told that this would be fixed and it has not yet We are still having service issues - all lines on the account, since September, It doesn't matter where we are, the service (dropped calls, calls not going through when placing them, talking, internet, etc.) with Sprint is the worst I have ever experienced I feel like everyone I have spoken with Sprint are sorry for all the inconveniences we have had, but sorry doesn't make it right I wish someone would put themselves in our shoes and truly come up with a way to make all this hassle right again, since no one is able to fix the poor service I'm exhausted of hearing excuses after excuses, time after time after time
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:Sprint has not sent me a number I can dial from my phone
Regards,
*** ***

November 21, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case *** Sprint Account XXXXX7947, Jonathan P*** Sprint Case *** To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of MrJonathan P***. We appreciate you once again bringing our customers’ concerns to our attention. According to the information provided, MrP*** is inquiring how to make a payment on his account for his equipment charges, since due to the prior courtesy credit given, his account balance reflects zero. During our conversation with MrP*** on November 14, 2017, we advised that in an effort to reach an amicable resolution, we offered to apply a one-time courtesy credit of $to his account, which is equivalent to the promotional credit for months for one-half off of the Samsung Note monthly lease charge. Please note that account credits do not apply toward equipment charges. Therefore, regardless of the account balance due, customers are required to pay their equipment charges each month by the payment due dateOur customers can make payments by dialing *from their Sprint phones, via our website by logging on to their My Sprint account at www.sprint.com or via a payment machine at one of our Sprint stores We regret any misunderstanding that may have occurred. If I may be of further assistance with this matter, MrP*** can reach me by calling the Executive & Regulatory Services department toll-free at 1-844-282-8211, ext1620. I am available Monday through Friday from a.mto p.m., Central Time Sincerely, Kala C Executive Services Analyst

June 1, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case ***, *** *** Account XXXXX*** Case *** To Whom It May Concern: Sprint
is in receipt of the above-referenced complaint of Ms*** ***. We appreciate your assistance in bringing our customers’ concern to our attention. In her inquiry, Ms*** expressed her dissatisfaction with the delay in receiving her refund credit from the store. We are pleased to advise you that we spoke with Ms*** on June 1, 2016, and resolved her concerns. We advised Ms*** that we regret the delay in the processing her refund credit and any inconvenience that she may have experienced while attempting to resolve this matter. During our discussion, we confirmed that a refund check in the amount of $has been mailed to her and she should receive the check in the next 7-days. Ms*** stated that she is satisfied with this resolution If Ms*** has any questions or if I may be of further assistance with this matter, I can be reached toll-free at ###-###-####. I am available Monday, Tuesday, Thursday and Friday between 7:a.mand 5:p.m., Central Time Sincerely, Leland *** *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 meOn 10/6/the was paid with representative *** via phone and a balance letter was receivedI was informed in days this will be pulled from collections and has not and will not hit my credit in anywayThank you for the resolution.
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
I have yet received any refunds yet but will accept the conditions that Sprint is offering I will see if they follow through Otherwise you would be hearing from me again
Regards,
*** ** ***

July 31, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case ***, *** *** ***-*** Account XXXXX*** Case *** To Whom It May
Concern: Sprint is in receipt of the above-referenced complaint of Ms*** *** ***-***. Thank you for forwarding our customers’ concerns to our attention. In her inquiry, Ms*** stated she activated service on July 9, 2017, and traded in her previous provider’s device for a buy back credit. She stated we offered her $for the device, equal to $towards her new phone purchase and the remaining amount on a gift card. She further advised that she canceled her service and went to return her Sprint device and obtain her previous provider’s device back. She was advised we no longer have the device and it was sent to our warehouse. As a result, Ms*** is requesting that we review the matter Sprint 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. Customers can return their device to the point of sale within that time period for a full refund (day of the days starts the day after activation). 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 the service plan required a service agreement, no termination fee is charged when customers 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. Customers are responsible for all prorated monthly service charges, access and airtime charges, and the related taxes, surcharges and fees accrued on the 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 the final invoice. This policy may not reflect the additional return policies of our authorized third-party dealers or retailers We reviewed Ms***’ account and determined it was established on July 9, 2017, and canceled on July 14, 2017, within the Satisfaction Guarantee period. To resolve the matter, we partnered with the store. We confirmed that Ms*** returned the Sprint device, and we returned the same model device she traded in under the Buy Back program on July 30, 2017. We regret any inconvenience Ms*** may have experienced as a result of these matters. If she needs further assistance, she can contact me by calling the Executive & Regulatory Services department toll-free at ###-###-####, extension ***. I am available Monday through Friday between 8:a.mand 4:p.m., Central Time Sincerely, Ann HExecutive Services Analyst

---------- Forwarded message ----------From: *** ***Date: Fri, Jan 13, at 9:AMSubject: Re: You have a new message from the Revdex.com of Greater Kansas City in regards to your complaint #***.To: Revdex.com
Sprint has done their portion of rectifying the situation

May 17, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case ***, *** *** Sprint Account xxxxx*** Sprint Case *** To Whom It May Concern:
Sprint is in receipt of the above-referenced inquiry of Ms*** ***We appreciate your assistance in bringing our customers’ concerns to our attention In her complaint, Ms*** stated that on April 22, 2017, she ported her lines from Sprint to another wireless providerShe said she was told by *** the device needs to be unlocked by Sprint in order for the device to workShe contacted our customer service representatives on April 25, 2017, to request the unlocking of the device and was advised it can take to hours to completeShe said she called back on the third day and was told her request was denied as she has a past due balanceShe then went to our retail store and paid the $balanceShe said she called back on April 30th and was told a supervisor would unlock the device and call her. She states she never received the call and her phone was not unlockedMs*** requests that we unlock her device We regret any frustration that Ms*** may have experienced in the process of trying to get her issue resolved. Our record reflects that Ms***’ device was unlocked on April 30, 2017. We attempted to contact Ms***, and she sent us an email on May 16, to inform us her device has been unlocked and she does not want to be contacted Sprint will unlock a device if any associated service agreement, installment billing agreement, or lease agreement has been fulfilled, including payment in full of any applicable Early Termination Fees or end-of-lease/installment billing purchase options. We appreciate Ms*** for taking the time to provide us with her experiences with our Sprint 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 frustration this matter may have caused, but are pleased that we were able to resolve Ms***’s device unlock request. If we can be of further assistance regarding this matter, MrRobinson can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext***. I am available Monday Tuesday, Thursday and Friday between 7:a.mand 5:p.m., Central Time Sincerely, Shola AExecutive Services Analyst

Dear Ms***: Sprint is in receipt of the above-referenced complaint of Ms*** ***. We appreciate your assistance in bringing our customers’ concerns to our attentionIn Ms***’s complaint, she is disputing an equipment non-return fee for an Airave device.
Ms*** also states that she is experiencing network related issues. We have confirmed that a credit of $has been applied to Ms***’s account to offset the disputed Airave non-return fee. Ms*** will see this credit reflected on her next invoice. Ms*** also advised that she is experiencing network related issues. We have forwarded her concerns to our network team for further investigation. A member of our network team will contact Ms*** directly regarding this matter. We appreciate Ms*** taking the ***e to provide us with the details of her experience with our customer service team. We are continually seeking ways to improve the quality of service provided to our customers. Please be assured that we value Ms***’s feedback and that her concerns have been forwarded to the appropriate managerial staff for further reviewIf you have any further questions regarding this matter, you can reach us by calling the Executive & Regulatory Services department toll-free at ###-###-####. I am available Monday through Friday from a.mto p.m., Central timeSincerely, *** * Executive Analyst

November 29, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File ***-Rebuttal, *** *** Sprint Account xxxxx*** Sprint Case *** To Whom It May Concern: Sprint is in receipt of the inquiry of Ms*** ***. We appreciate your assistance in bringing our customers’ concerns to our attention and regret the circumstances that led to Ms***’s contacting your agency once again. In her rebuttal, Ms*** confirmed that a portion of her initial filing regarding fraudulent activity associated with her Sprint equipment and account was resolved. However, she also advised that, due to scheduling conflicts, she has been unsuccessful in contacting us directly to discuss her remaining concerns with account compromises and her inability to access her Sprint account online. We appreciate Ms***’s candid feedback regarding her customer service experience and regret any delay that may have occurred regarding our addressing her reported device and account concerns. Sprint has no higher priority than our customers. The telecommunications industry is extremely competitive, and we realize that the quality of products and the level of customer service we provide will define our success. Our hope is that Ms*** will allow us the opportunity to rebuild her faith in Sprint. Our records reflect that Ms***’s initially-reported issues related to possible equipment fraud were previously brought to the attention of our Fraud department and that we completed our investigation on October 8, 2016. At that time, we confirmed that fraudulent activity occurred on Ms***’s Sprint account, leading to unauthorized account billing and her inability to access her Sprint account online. Our records further reflect that the necessary actions were taken by our Fraud department representatives to resolve that matter expeditiously, including resetting her online account access During our conversation with Ms*** on November 26, 2016, we confirmed the information noted above. We also advised Ms*** that, as a precautionary measure, we require customers to change passwords, user names and user IDs for their Sprint accounts after any fraudulent activity has occurred and confirmed to prevent further incidents of the same nature. Ms*** verified that she has already taken those steps We are unable to provide customers of any specific responses to how reported fraudulent activity may have taken place on any account due to proprietary and privacy concerns. As such, we respectfully declined to provide that requested information to Ms***; however, we assured her that Sprint is committed to resolving such matters promptly and thoroughly We regret any inconvenience this matter may have caused but are pleased that we were able to satisfactorily address Ms***’s reported concerns. If we can be of further assistance related to these issues, she can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext***. I am available Monday through Friday between 7:a.mand 3:p.m., Central Time Sincerely, LaDonna *** Executive Services Analyst

September 21, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case *** Complaint of David *** Sprint Case *** To Whom It May Concern: Sprint is
in receipt of the above-referenced complaint of MrDavid ***, regarding Sprint account XXXXX***. We appreciate your assistance in bringing our customers’ concerns to our attention In his inquiry, Mr*** states that he made multiple chat attempts to confirm he was eligible for the 50% promotion on iPhone and Samsung Galaxy Sdevice upgrades. Further, Mr*** expressed his dissatisfaction with the level of customer service provided by our representatives during his attempts to have his promotion applied. As resolution to his concerns, Mr*** seeks to receive the 50% off promotion applied to the account device upgrades We have reviewed, Mr***’s account and find that he is not eligible for the 50% off promotion and we regret that he was misinformed. In an effort to resolve Mr***’s we offered and he accepted to upgrade his two lines of service to iPhone model devices and we will apply a lump sum credit of $per device to offset $on each monthly lease installment for months in lieu of the 50% off promotion. We confirmed that the adjustments will be applied once the 14-day Sprint Satisfaction Guarantee return period has expired. We appreciate Mr*** taking the time to provide us with the details of his experience with our Customer Care representatives. Please be assured that we value customer feedback and that his concerns have been forwarded to the appropriate managerial staff for further review We regret any frustration this matter may have caused. If we can be of further assistance regarding this concern, Mr*** can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, extension ***. I am generally available Monday through Friday between 11:a.mand 7:p.m., Central Time. Sincerely, Jaclyn KExecutive Services Analyst

June 16, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Complaint ID *** Sprint Account XXXXXX***, *** ***
Sprint Case *** To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of Mr*** ***. We appreciate your assistance in bringing our customers’ concerns to our attention. According to Mr***’s complaint, he is incurring taxes in Eerie County although he moved to Niagara County last year. As a result, Mr*** is requesting that the taxing issue be corrected and that his account be adjusted for any taxing overagesWe regret the circumstances that prompted Mr***’s complaint. We determined that two of his five lines did not reflect the correct taxing authority after his address was updated in July 2015. These lines, (xxx) xxx-*** and (xxx) xxx-***, were subsequently billed taxes for Eerie County, while his three other lines were correctly billed taxes in Niagara County. We have corrected the taxing address on these lines to correct this issue going forwardThe tax rate for Eerie County is percent and the tax rate for Niagara County is percent. As a result of these taxing differences, Mr*** was billed percent more each month for the two lines referenced above in error from July until June or roughly one percentAfter calculating the taxing overages for each line and their respective monthly service charges, the total credit due to Mr***’s account is less than $for the year. However, as a goodwill gesture, we applied a $credit to Mr***’s account to cover the taxing overages in dispute. We apologize for any inconvenience Mr*** may have experienced as a result of this taxing issue. Should he need further assistance in this matter, I can be reached by calling our Executive & Regulatory Services department toll-free at ###-###-####, extension ***. I am available Monday through Friday from 7:a.mto 3:p.m., Central Time Sincerely, April *** Sprint Executive Analyst

November 30, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case ***, *** *** Sprint Account xxxxx*** *** *** Sprint Case ***
To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of Ms*** ***, filed on behalf of the account holder, Ms*** ***. We appreciate your assistance in bringing our customers’ concerns to our attention According to the information provided, Ms*** states that she is experiencing problems with the voice and data service in her local calling area. As a result, she is requesting that Sprint fix the problem We apologized to Ms*** for any inconvenience she may be experiencing as a result of this issue. During our conversation with account holder, Ms*** ***, on November 30, 2016, we advised her that 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. Further, we are currently in the process of implementing significant upgrades to increase our network efficiency and improve our customers’ wireless experience with coverage, call quality, and data speeds. Our technical teams are continually monitoring the effect those changes may have to our customers and are striving to reduce any negative impact Based upon our initial review of Ms***’s’ local calling area, our network appears to be operating within parameters and there are no network outages or impairments that would appear to be impacting the service. However, in an effort to better pinpoint her experience, her concerns were escalated to our technical support team who is working directly with Ms*** to troubleshoot and isolate any issues that may be impacting her service. Ms***’s account will remain in an “escalated status” with our office until our technical support team has completed its investigation. We will follow up with Ms*** to ensure that a final resolution has been achieved no later than December 7, 2016. If Ms*** or Ms*** has questions regarding this issue prior to our scheduled follow up, they can contact me by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####, extension ***. I am available Monday through Friday between a.mand p.m., Central TimeSincerely, Sean *** Executive Services Analyst

September 16, Revdex.com Ward Parkway, Suite Kansas City, MO
Re: Revdex.com Case ***, *** *** Account XXXXX*** Case *** To whom it may concern: Sprint is in receipt of the inquiry of Ms*** *** regarding her Sprint account. We appreciate your assistance in bringing our customer’s concerns to our attention. In her inquiry, Ms*** reports that the line ending in *** on her account being used by her cousinHer cousin took the device and turned it in while opening another account for herself. Ms*** was charged accelerated lease charges once the line was cancelled. Ms*** would like the lease charges removed from her account We spoke with Ms*** on September 15, and reviewed her accountWe were able in confirm that the lease charges were adjusted on her account on September 10, We informed Ms*** of her current total due amount. Ms*** confirmed that these actions resolve her concerns If I may be of further assistance with this matter, Ms*** can reach me by calling Sprint’s Executive and Regulatory Services Department toll-free at ###-###-####. I am available Monday, Tuesday, Thursday and Friday between 7:a.mand 5:p.m., Central Time Sincerely, Leland *** *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]
The person that called me from Sprint acted like he was too busy to be bothered by someone like meHe acted like he was totally disgusted that he had to respond to meHis actions and tone brought me to believe that this will go no further than the person that called me, hoping to appease meI will not let this rest till Sprint comes out publicly and says that they will, if asked, provide a American operatorThis mans demeanor over the phone was, why in the hell are you bothering me!!! I got on him once and said, "and you wonder why people go postal on companies like you because you don't even listen to what's being said," then he said oh I'll put down that you said you where going postal, and I said no I didn't say thatHe was a lame excuse of someone playing the part of someone who tried to make me believe that they cared! He surely didn'tNo this matter is not over until Sprint publicly announces that if someone is having difficulty with language barrier that all they have to do is request an American customer service rep and they will be connected to a American Customer Service repThe phone call accomplished nothing! Sprint has accomplished nothingThis matter remains open till they make the public announcement!!!! Complaint: ***
I am rejecting this response because:
Regards,
*** ***

May 24, 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 states she moved outside of the Sprint coverage area and has not been able to use one of her phones for approximately one month. Ms*** is requesting to terminate her services and receive a credit for the time she has been without service. She also indicates that she believes she was overcharged for services because her rate should be approximately $per month; however, she has been billed in excess of $100, which she would like reviewed We regret the circumstances that prompted Ms***’s complaint. We contacted Ms*** and discussed the matter in detail. We confirmed that she resides outside of the Sprint network and as a result, we offered to terminate her services and accept the return of her leased device associated with line (xxx) xxx-*** in in good, working condition. Ms*** advised that her other line (xxx) xxx-*** is roaming off-network and she does not want to cancel services on either line until she finds another provider and is able to transfer the data from her devices. As a result, to amicably resolve this matter, we applied a service credit to her account line ending *** to offset one month’s service charges and she agreed to contact us within the next days to cancel the service and return the leased device. We also ordered a return kit to facilitate the return of that device to Sprint During our conversation with Ms***, we explained that her monthly service charges are estimated at $per month for her service plan, taxes, and equipment for her two lines of service. This amount is consistent with the payments she remitted to Sprint over the last twelve months. As a result, we were unable to identify a Sprint billing error We regret any inconvenience this matter may have caused Ms***. If she has any further questions regarding this matter, 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