Sprint Corporation

May 23,
Revdex.com Serving Greater Kansas City
Ward Parkway, Suite
Kansas City, MO
***
Re: Revdex.com Case ***, *** *** on behalf of *** ***
Sprint Account ***
Sprint Case: ***
To Whom It May Concern:
Sprint is in receipt of the above-referenced complaint of *** *** submitted on May 16, We appreciate your assistance in bringing our customer’s concern to our attention
Ms***’s follfiling expressed her dissatisfaction with the late fees assessed to her husband’s accountMs*** further expressed her dissatisfaction with the data overage charges assessed to the February 13, invoiceMs*** requested that Sprint review his concerns and take the appropriate action
Sprint has reviewed Mr***’s complaintAs stated in our initial response, per our Terms and Conditions of Services, late fees are assessed to any outstanding balance not paid by the due dateThe late fee is calculated as a percentage of your previous balance of more than $that remains unpaid when the current bill cycle closesSprint will calculate the fee based on the past due amountThe calculation rate for Missouri is percent
Furthermore, we encourage our customers to remit future payments by the due date to prevent further late feesWe have a variety of convenient payment options including Check-by-Phone and credit card payments via our automated system from your device, payment machines in our Sprint retail stores, or check and credit card payments via our web site, www.sprint.comCustomers can also arrange to have their payments automatically transferred from their bank account by enrolling in Sprint’s Automatic Payment program, which is available on our website, www.sprint.comIf customers elect to mail their physical check or money order as payment, please allow up to days for the payment to post to the account
Please note that Sprint currently offers a number of tools available to assist customers with the management of their wireless bills and voice, data and text messagingA customer can dial *from their Sprint phone to receive text, data, and voice minute usage via an Interactive Voice Response (IVR) platformExisting customers with a designated preferred communication method on file will be notified if they incur voice, text or data overagesSprint also identifies and alerts customers through outbound calls or texts when they incur extremely and unusually high overages for the first timeIn addition, our customers can access and manage their accounts 24/by logging on to MySprint.comCustomers can access this site on their smartphone or personal computer to easily view any alerts or notifications involving their account
Our records reflect that Mr***s account is established to receive email notifications, per his preferred method of communicationAs a result, during the January 10, through February 9, billing periods, Sprint sent notifications to the email address on file and text messages to phone line ending in *** advising them that he has exceeded the data allotment in his price plan
We initially spoke with the account holder’s wife, Mrs*** on April 4, 2017, and relayed the aforementioned information to herDuring that call, Mrs*** stated she is not receiving the text messages advising them of the data overage charges; however, she acknowledged that she received the emails informing her of the data usageAt that time, she requested that we provide her with an invoice to include the website her family visited as proof of the data overageRegrettably, we are unable to provide Mrs*** with details of the websites that was accessed by the lines of services associated with the accountHowever, we confirmed that she has access to view the data usage for lines of services associated with her account via Sprint.com on-line services
Although we sustain that the charges are valid, as a courtesy, on April 11, 2017, an adjustment of $was applied to Mr***’s account to offset the late fees and related taxes, reflected on the November through January invoicesAlso, upon the receipt of the follfiling, we spoke with Mrs***’s on May 17, 2017, and reiterated the aforementioned information
During the conversation, we respectfully denied Mrs***’s request to adjust the late fees, as reflected on the May and June invoicesAlthough Ms***’s may disagree with our position, we are confident that her issue has been fully addressed and resolved to the best of our abilityConsequently, all further inquiries regarding this matter will be met with the same response and should Mrand Mrs*** require further assistance with this matter, we encourage them to contact the undersigned directly at the phone number noted below
We regret any inconvenience this matter may have caused Mrand Mrs***If I can be of further assistance, Mrs*** may contact me directly by calling Sprint’s Executive & Regulatory Services Department at ###-###-#### Ext***I am available Monday through Friday from a.mto p.m., Eastern Time
Sincerely,
/s/ Hakima W
Hakima W
Executive Service Analyst

May 19, Revdex.com Ward Parkway, Suite 401 Kansas City, MO Re: Revdex.com Case ***, *** *** Account xxxxxx*** 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 provided, Ms*** stated that she was told a $credit would be applied to her account for the two devices turned in for buyback. She stated that she has made multiple contacts to make sure she received the credit that was promised; however, the concern remained unresolved after months. Ms*** is requesting the $buyback credit applied to her account as promised, along with some form of apology Our records reflect that on September 8, 2016, Ms*** traded in two devices for account buyback creditShe was supposed to receive $account credit per device, totaling $200. However, due to an omission the $credit was not applied. Subsequently, we processed the full $credit to Ms***’s account on May 16, On May 18, 2017, we contacted Ms***, and provided her the information above. We also informed her that the $was applied first towards her $account balance, after which she was left with a remaining account balance of $57.74. She confirmed issue resolved. We regret any inconvenience this matter may have caused. If Ms*** has further concerns, she can contact our office toll-free at ###-###-####. I am available Monday through Friday, from a.mto 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 inquiry 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 recent attempts to address a billing concern for equipment that she previously returned to us, stating that she has only received credit for one of the devices although she returned three devicesShe also believes that she was charged twice for the Lease Cancellation and equipment charges but has been unsuccessful in obtaining an explanation of those chargesShe requested that we apply credit to offset charges related to that equipment and the disputed Lease charges as soon as possible
We regret any misunderstanding that may have occurred related to Ms***’s Sprint billing and any delay in resolving this matterWe attempted to contact her via phone and e-mail on several occasions to explain the referenced information and address any additional concerns she may have with the charges reflected on her account; unfortunately, our attempts to contact Ms*** via telephone and e-mail on July 11, July and July 13, 2017, were unsuccessfulWe also sent a letter to Ms*** at her mailing address of record acknowledging our receipt of her inquiry and our need to speak with her directly in order to obtain her account security information and additional details that will aid in our review
We look forward to speaking with Ms*** and encourage her to contact us regarding any concerns she may continue to haveAs a courtesy, we placed a “billing hold” on the referenced account to allow sufficient time for Ms*** to contact our officeAfter July 24, 2017, we will release the “billing hold” and her account will be referred back to our Collections department
We appreciate Ms***’s taking the time to provide us with the details of her experiences with our Customer Care representativesWe are continually striving to improve the quality of service provided to our customersPlease be assured that we value customer feedback and will utilize this input to improve our training and processes
If we can be of further assistance regarding these matters, Ms*** 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 TimeHowever, I will be out of the office Monday, July 17, through Monday, July 24, I am scheduled to return and resume business hours on Tuesday, July 25,
Sincerely,
Tiffany G
Executive Services Analyst

February 15, 2017 Revdex.comWard Parkway, Suite 401Kansas City, MO 64114 Re: Revdex.com ***, *** *** *** Sprint Account xxxxx***, *** *** Sprint Case *** To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of Ms*** *** *** filed on behalf of Sprint accountholder Mr*** ***. We appreciate your assistance in bringing our customers' concerns to our attention. In the information provided, Ms*** expressed her dissatisfaction with the length of time taken to provide credits as a result of an equipment exchange she and Mr*** were required to do related to the recent Samsung Galaxy Note recall. She requested that we promptly apply the credits as provided by the terms of that recall. We regret any difficulty Mror Ms*** may have experienced during the recent Samsung device recall, as well as any delay in addressing their equipment credit concerns. Sprint has no higher priority than our customers, and customer safety while using our products is synonymous with that priority. Sprint worked closely with Samsung to notify customers of the potential battery issue with the Samsung Galaxy Note device and to ensure that options were in place for customers who purchased that model to immediately exchange to a different device model at Sprint retail stores We contacted Mr*** on February 1, 2017, to discuss the reported concerns with him. He authenticated his Sprint account security information and provided authorization for us to speak with Ms***, his mother, regarding his account. We explained to Ms*** that, based on our review, we confirmed that a $equipment credit had been applied to her son’s Sprint account in October 2015, pursuant to the terms of the manufacturer’s recall. However, due to any possible misinformation that may have been provided to the *** related to the recall terms, we offered to apply an additional credit to her son’s account to match their device credit expectations. Unfortunately, Ms*** did not agree with our findings but did not have time to continue our conversation. As such, we agreed to review the matter further, along with her request that we provide a refund of the taxes paid for her and Mr***’s replacement equipment, and to follow up with her once additional information became available During our February 3, 9, and 10, 2017, folldiscussions with Ms***, we again offered to apply additional credits totaling $to her son’s Sprint account to bring the recall credit to their expected amount. She accepted that offer, and we applied the credits as agreed. In addition, we confirmed that her requested $equipment tax refund was approved and processed to the credit card used for that sales transaction on September 22, 2016, and that, as a result, no further credit or refund was available for that concern. Ms*** indicated her understanding of the information provided and agreed to follow up with us directly if her records do not reflect that credit card refund We regret any inconvenience these issues may have caused the ***, but we trust that their concerns have been fully addressed and resolved. If we can be of further assistance with these issues, Mror Ms*** is welcome to contact our Executive & Regulatory Services department toll-free at ###-###-####. We are available Monday through Friday between a.mand p.m., Central Time Sincerely, Russell B.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 me
Regards,
*** ***-***

April 28, 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 rebuttal of Mr*** *** regarding his Sprint account. We appreciate your assistance in bringing our customer’s concerns to our attention. In his rebuttal, Mr*** reports that when he acquired service with Sprint, he was offered a Buy One, Get One (BOGO) promotional credit to off-set the monthly lease installment for two of the iPhone 6s devicesHe stated that he called Sprint on several occasions regarding billing concerns and subsequently canceled his service. Mr*** states he was informed that he owes $3,for the charges for the devices. Mr*** is requesting that we refund him $for the devices that should have received the BOGO promotional credit We spoke with Mr*** and corresponded with him via email on March 28, 2017. Mr*** stated that he was not informed that the devices associated with the BOGO promotion, lines ending in *** and ***, would be charged lease cancellation charges and device purchase charges when the numbers were ported out and the associated Lease Agreements canceledWe previously informed Mr*** of the requirements of the BOGO promotion, one being that to maintain the credit for the device receiving the BOGO promotional credit, both devices are required to remain on active lease agreements. Mr*** believes that he did not receive complete information regarding the BOGO promotion at the point of saleTherefore we credited the Lease Device Purchase charges for the two devices associated with the BOGO promotion as a courtesyWe extended a further courtesy and applied a credit of $for line ending in *** and $for line ending in ***Mr*** requested that we waive the remaining charges for the lines associated with the BOGO promotionUnfortunately we were unable to honor that requestMr*** still insists that we provide him with a $creditUnfortunately we were unable to honor that requestWe have reviewed his account and find that all remaining charges on his account are valid If I may be of further assistance with this matter, Mr*** can reach me by calling Sprint’s Executive and 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, 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 31, 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 subsequent inquiry filed with your office by Mr*** *** ***. We appreciate the opportunity to address his concerns once again. Based on the information provided, Mr*** states that he is still not receiving calls, dropping calls, and does not receive text or voicemail messages. He also advises that after he interacted with our office, he took his phones to a Sprint service and repair store, and he is still experiencing the same problems. Therefore, he is requesting that review these matters once again. During our conversation with Mr*** on May 30, 2017, he stated that he is taking his phone back to a Sprint service and repair center for testing. He advised us that he will contact our office after he visits the store to advise us on the outcome. In an effort to amicably resolve this matter, we offered to waive his lease cancellation fees contingent upon the return of the phones associated with the lease agreements in good working condition. If he accepts our offer, he will be responsible for all monthly charges assessed until he cancels service. This offer is available for days from the date of this letter. We regret any inconvenience that this matter may have caused Mr***, and appreciate his business. If he needs further assistance, or he would like to accept our offer, he can contact me toll-free at ###-###-####, ext***. I am available Monday, Tuesday, Thursday, and Friday from a.mto p.m., Central Time. Sincerely, *** M.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 me
Regards,
*** ** ***

Tell us why here...April 19,
Revdex.com Serving Greater Kansas City
Ward Parkway
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*** *** submitted on April 4, We appreciate your assistance in bringing our customer’s concern to our attention
According to the information provided, Ms*** stated that she is being overcharged for services in association with her Sprint accountMs*** further stated that she contacted our Customer Care group pertaining to the charges reflected on her account, without successMs*** requested that Sprint review this matter, assure that she is being billed correctly for services, and apply an adjustment to her account accordingly
Sprint has reviewed Ms***’s complaintAccording to our records, Ms*** purchased an iPad device associated with phone line ending in *** on January 10, 2017, via Sprint’s Monthly Installment Billing program, during the iPad promotional offerDuring the promotion, qualifying customers who purchase an eligible iPad device via 24-Month Installment Billing Agreement with the configuration on the 3GB Tablet plan, customers will receive a $monthly discount for 24-MonthsWe were able to confirm that Ms*** is receiving the monthly service credit of $per month
Furthermore, on March 1, 2017, Ms*** activated phone line ending in *** and selected the Unlimited Freedom plan with $discount per line/per month upon enrollment in our Automatic Payment programUpon further review, we determined that Mr*** was informed about the $Automatic Payment discountPlease be advised that customers’ can save $per line/per month upon enrolling in Sprint’s Automatic Payment programCustomers can use Sprint Zone application or visit our website www.sprint.com to enrollHowever, Ms*** did not elect to enroll in our Automatic Payment program
Upon further review of Ms***’ account; we are unable to identify any miscommunication or billing errors regarding the terms of Ms***’ plan or other monthly recurring charges on Sprint’s partIn addition, we were unable to confirm that our Retail Store location provided Ms*** with the misinformation regarding her monthly recurring charges associated with phone lines ending in *** and ***Based on our account review, we must respectfully deny Ms***’ request to apply an adjustment to her account
We spoke with Ms*** on April 18, 2017, and relayed the above information to herMs*** acknowledged the information that was relayed to herWe regret any inconvenience Ms*** may have experienced while attempting to resolve this matter
If Ms*** has any questions concerning the issues discussed herein, she can contact me by calling the Executive & Regulatory Services department toll-free at ###-###-####I am available Monday through Friday between the hours of a.mand p.m., Eastern Time
Sincerely,
Cheryl S
Executive & Regulatory Analyst

April 13, 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 inquiry of Ms*** ***. We appreciate your assistance in bringing our customers’ concern to our attention According to the information received, Ms*** stated that when she upgraded her device to an iPhone and established the lease agreement, she was not informed of the full arrangements associated with a leaseShe states that she was told that after months the device would be hersMs*** states that she was never told about the Lease purchase option at the end of the leaseMs*** states that she asked about the $per month unlimited plan and was told it was only for new customer. Ms*** is requesting that she receive the $per month Unlimited plan and that she be allowed to upgrade her device without a lease agreement We spoke with Ms*** on April 11, 2017. We informed her that the lease agreement clearly states that there is a lease purchase option at the end of the leaseWith a lease option, Sprint owns the device. At the end of a lease term, Ms*** has the option to 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 also informed Ms*** that unfortunately we cannot find any reference to the $per month Unlimited plan that she referencedWe have checked our current service plans and we currently do not offer a $per month Unlimited planWe informed her that her current plan is the best value for her needs at the current timeMs*** confirms that these actions have resolved her concerns We regret any inconvenience this matter may have caused. If I can be of further assistance with this matter, Ms*** can contact the Executive & Regulatory Services department toll-free at ###-###-#### extension ext***. I am available Monday through Friday between 9:a.mand 6:p.m., Central Time Sincerely, Leland *** *Executive Services Associate 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:I've been trying to reply but there is no option to reply to the messages. The website states my case is closed and I am still not satisfiedI received a call from David at Sprint and he advised me that they received the phone and they said it was damaged, but couldn't say what the damage wasHe stated that as a courtesy, they are crediting for the phone but I'm still responsible for the monthly charges remaining on the phone per the contract. I was billed, in a lump some for the remaining balance, brining my bill now to $I did not know that excellarated meant billed at once and I have no way of making this paymentThe payment plans that Sprint offers are to break the bill into payments which I can not afford to do while maintain my household, care for both my child with ailments and myself. Out of the phones, one is used for my business, which would cause a loss of income, the other for my elderly parent who I care for who also has ailments and requires a phone for medical treatment and emergent situations, and lastly, for me, mostly to mange communications with medical professionals for all of usDavid also said that a payment plan was not guaranteed and I'm basically stuck in this situation of an inflated bill and putting the health of my family at risk. Sprint is upholding their statements and I am upholding my dispute because of the following reasons:1) I was advised differently by sprint when I called in to make the changes in December of Sprint does not want to take responsibility for the miscommunication. 2) The information that was disclosed to me, to Sprint's benefit, is not recorded in their system when I asked for my account to be notated. 3) The same arrangement that was told to me was the same that they did earlier in 2016, February I believe, where the current contract/lease was voided, the old phone was returned, and a new contract/lease was created for the new diviceWhich wouldn't have sent up any red flags when I was making the transition back in December (they explained the same). When I refer to that transaction, David does not respond and only references this current contract (does not want to acknowledge that it was done before). 4) When I spoke to a representative last month, he understood what I was saying after he referred to my accountWhen he went to his supervisor, he was reprimanded for speaking with me about the caseFurther reason why I believe that Sprint knows they are doing something wrong and does not want anyone to shed light on the situation. If affordable, in would pay sprint off and change services to another provider that would give better customer service and take responsibility for their errors, if applicable, than sprint, especially after years of being loyal and referring others to themAll I am asking for its what's right, not any kind of special accommodationsIf it were simply about an error, I would not even bother, but this situation is detrimental to my family and their needs, which leaves me no reason but to dispute this for the best interest of my family's well beingI shouldn't be held liable for miscommunication on their part, especially when a customer is going based in the information of trained professionals that work for the company. ***
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:On August 8, Beatrice “guaranteed” that my issue was resolved and that I would “absolutely” receive payment within the time specified with was to days from August 7, Beatrice reassured me that the money would arrive when she supposedly “confirmed” the issuing of paymentAt that time Beatrice attempted to offer me a $billing credit stating that “It was all [she] could do and could not justify providing any additional compensation.” Feeling the obligation of Beatrice’s firm position and under the impression that my issue was indeed resolved, and that my payment of $was indeed on its way to me- I accepted a $credit insteadIt was only until the payment did not arrive by July 7, which was the time frame “guaranteed” by Beatrice did I proceed with filing suit against SprintDuring the phone call I had with Beatrice on September 8, I decline to speak with her over the phone onlyWhat she failed to mention is that I explained to her that "I no longer wish[ed] to have correspondence with [her] over the phone" and that "all correspondence with me need[ed] to be made in writing." Luckily it was a recorded call for transparencyIt was then that I also informed her of my decision to pursue legal suit against SprintOn September 18, I received a voice message at 12:30pm PST by Romualdo; which I returned the call at 12:50pm PST on the same dayI spoke with Romualdo and explained my situation once againRomualdo sympathized and stated that with my explanation along with the notes he had read on my case, he agreed with my decision to file suitRomualdo continued by asking me what outcome I was looking to achieve, to which I responded, I would like $refunded back to me which included my buyout payment along with the money I have spent on the poor service I have received going back to April of I also added that I would like my contact with Sprint rescindedRomualdo informed me that he would look into fulfilling my request and informed me that if so, the two Sprint iPhones I currently have in my possession would need to be relinquished back to SprintI agreed
Regards,
*** ***

March 15,
Revdex.com
Ward Parkway, Suite
Kansas City, MO
Re: Revdex.com File ***, *** ***
Sprint Account ***
Sprint Case ***
To Whom It May Concern:
Sprint is in receipt of the complaint regarding *** *** on February
29, Thank you for the opportunity to respondWe at Sprint view customer satisfaction as our priority and therefore regard every issue as critical and important
According to the information provided, Mr*** expressed his dissatisfaction with the inability to have his device repaired under the Total Equipment Protection (TEP) planMr*** stated that he dropped his device and damaged the screenTherefore, he visited the Authorized Service and Repair Center to have his device repaired and was advised that device repair is not covered under the TEP planMr*** requested that Sprint review this matter, replace his device, or allow him to cancel his service without any penalty
Our records reflect that on July 12, 2015, Mr*** purchased an LG Gdevice on phone line ending via our Lease programSprint’s Leasing program allows customers to purchase an eligible smartphone or basic phone with a variable down payment, depending on device, and agree to 12, 24, or monthly installment payments for the deviceIf the service associated with a leased device is canceled prior to fulfilling its allotted monthly payments, the remaining cost of the device will be billed to the customer as a one-time chargeMore information regarding the Lease program is available at our website, www.Sprint.com/Lease
All new Sprint devices come with a one-year limited manufactures warrantyCustomers who are experiencing a problem with their device/handset may visit their local Sprint retail store and service center for diagnostic testingIf their handset is determined to have a manufacturers defect and is still within the one-year limited warranty, the customer’s handset will be replaced under the provisions of the manufactures limited-warrantyThe replacement handset or device may be reconditioned and of the same and/or a comparable modelFurther, Sprint does not reimburse the customer for the time that they are without service, nor do we provide loaner handsets or devices to customers
Our records reflect that Mr*** is enrolled in the Total Equipment Protection (TEP) plan on phone line ending in Sprint’s Total Equipment Protection (TEP) program is available to new and existing customersTEP allows customers to have their devices serviced and replaced if they choose not to use the manufacturer’s warranty for repair or replacement of the deviceIf the problem with the device where it is covered under the Equipment Service & Repair Program (ESRP) portion of TEP, the device will be repaired or replaced at no charge at a Sprint Phone Repair CenterIf the problem with the device is covered under the Equipment Replacement Program (ERP) portion of TEP, then the customer may contact Asurion, the program administrator, to file a claimA $up to a $deductible, depending on the phone model, is required at claim approval, which is non-refundableIn most claims, a replacement device will be refurbishedFurther details regarding TEP, device replacement and the coverage’s under ESRP and ERP may be located at www.sprint.com/protection
On March 9, 2016, we spoke with Mr*** regarding his concerns and relayed the aforementioned informationIn an effort to resolve this matter with Mr***, as a courtesy we offered to apply an adjustment of $to his account to offset the non-refundable deductible once he files a claim with our insurance, provider AsurionHowever, Mr*** did not confirm acceptance of our proposed offerPlease note that Mr*** has days from the date of this letter to accept our proposed offerMr*** has expressed his satisfaction with Sprint’s efforts to resolve his concerns
We apologize for any inconvenience that this matter may have caused Mr***If we can be of further assistance with this matter, please contact us by calling the Executive & Regulatory Services Department toll- free at ###-###-####We are available Monday through Friday, between a.mand p.m., Central Time
Sincerely,
*** F
Executive Services Analyst

September 21, Revdex.com Ward Parkway Kansas City, MO Re: Revdex.com File ***, Mary ***
Sprint Account XXXXXX*** Sprint Case *** To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of Mary ***. We appreciate your assistance in bringing our customers’ concerns to our attention According to Ms***’s filing, Ms*** expressed her dissatisfaction that she did not receive a $promotional Visa gift card after being a Sprint customer for sixty days. Ms*** is requesting that Sprint apply a $courtesy credit to her account to offset the cost of the above-referenced gift card 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 website 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 We spoke with Ms*** on September 13, 2017. At that time, we advised Ms*** that in order to be eligible for the $promotional Visa gift card, the account must be active and remain in good standing. We explained to Ms*** that as she has canceled her Sprint account she does not qualify for the promotional offer. In addition, prior to cancellation of the account, Ms***’s account was not in good standing as the July and August billing statements reflect late payment fees as the monthly charges were not paid in full by the due date reflected on the invoices. Sprint respectfully denies Ms***’s request that we apply a $courtesy credit to her account We regret any inconvenience this matter may have caused Ms***. If we can be of further assistance with this matter, Ms*** can contact me by calling our Executive & Regulatory Services department toll free at ###-###-####, extension ***. I am available Monday through Friday, from 8:a.mto 4:p.m., Eastern Time Sincerely, /s/ Taheera L Taheera LExecutive Services Analyst

[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 am satisfied with this thanks to Joel for helping me out with everything.***
Regards,
*** ***

July 28, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Complaint ***, *** *** Sprint account xxxxx*** Sprint Case *** To Whom It
May Concern: Sprint is in receipt of the above-mentioned complaint of Mr*** ***. Thank you for bringing her account concerns to our attention, and we appreciate the opportunity to address this matter. In his inquiry, Mr*** states he is experiencing service issues, and was initially informed that his location was in a good coverage area. However, he was later advised that his service location is spotty and poor. At that time, he was provided with an Airave device to help indoor coverage; however, he continued to experience service issues. He believes the information regarding coverage was incorrect and seeks assistance with the cancellation of service with no cancellation fees We spoke to Mr*** regarding his coverage concerns. We regret that the coverage in his local calling area has fallen 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. We checked the cell sites based on the service location listed on file for any negative performance trends, service-impacting impairments and found that the site was performing within acceptable limits. We found no active customer impacting alarms on the serving cell sites. There were no network impairments to report at this time that would be service-impacting. In an effort to bring about an amicable resolution to Mr***’s concerns, we offered to credit the acceleration charge and cancellation fee for his three devices. In turn, Mr*** returns each device in like new condition. Mr*** stated that he no longer has the devices because he turned them in to his new carrier. He also stated that he is currently waiting for the prepaid gift cards from his new carrier to be applied to the cancelled Sprint account accelerated billing of the equipment. We extended the offer to assist with the cancellation fees once payment towards the accelerated charges is applied. Mr*** accepted and agreed to contact our office directly once he receives the prepaid gift cards We regret the circumstances that led to Mr***’s decision to leave Sprint. If Mr*** needs further assistance, he may contact me by calling the Executive and Regulatory Services department toll-free at ###-###-####, extension ***. I am available Monday through Friday between the hours of 8:a.mand 4:p.m., Central Time Sincerely, Alethea ** Executive Services Analyst

September 28, 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 rebuttal complaint to our response of *** ***We appreciate your assistance in bringing our customers’ concerns to our attention According to Ms***’ filing, she expressed her dissatisfaction regarding miscommunication regarding the international roaming and text charges reflected on her accountMs*** stated that she was traveling on a cruise and believed that she would be assessed International text messaging charges for $per text; however, her charges exceeded that amountMs*** requested that Sprint review this matter and adjust her account accordingly Sprint has reviewed Ms***’ complaintBased our account review, we are unable to substantiate that Ms*** would be assessed International text messaging charges for $per textWe confirmed that Ms*** was assessed International Roaming text messaging charges of $per text and $for International Roaming charges while traveling on a cruise ship to the Caribbean and the Netherlands, as indicated on her September 8, billing statementOur records indicate on September 10, 2017, Ms*** contacted our Customer Care group and disputed the aforementioned chargesAt that time, she was advised that the charges are valid. In an effort to ensure a satisfactory and mutually acceptable resolution, we spoke with Ms***’ on September 26, 2017, and relayed the above information. To resolve this matter, we offered and Ms*** accepted a one-time courtesy adjustment of $to her accountThis adjustment will appear on her October 8, 2017, billing statement. Ms*** advised that this matter has been addressed to her satisfaction and she did not require further assistance We regret any inconvenience that Ms*** may have experienced while attempting to resolve the aforementioned concerns. If we can be of further assistance Ms*** can reach us by calling the Executive & Regulatory Services department toll-free at ###-###-####, ext***. I am available Monday through Friday from 7:a.mto 4:p.m., Eastern Time Sincerely, *** *** *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: Sprint's response does not attempt to explain or rectify why my signatures were forged on contracts I never saw. It is clear by the response that the person (Regina) that conducted this investigation from Sprint is not competent and that their findings cannot be trusted. One way this can be seen is by the fact that in the response I am referred to by three different names "Mr***" and "Ms***," and my real name "Ms***. My name is not "Mr***" or "Ms***" so I'm not sure who Regina is referring to. Regina from Sprint called me on March 17th and told me she was giving me a "good will" credit for my trouble with SprintShe states in her response to the Revdex.com that I accepted some kind of settlement offer and that I had no further questions, this is completely untrueYes she gave me a credit, no I do not nor did I tell her that I accept this as a settlement and that I have no further complaintsShe did tell me not to contact the Revdex.com anymore and only contact her. I even called the investigator at the Revdex.com to let them know Sprint made this credit to my account and that it does not rectify the issues I addressed. The issue is that my signature was forged and that I was signed into a lease on one of my phones that I never agreed to. The only resolution that is acceptable is for the contracts to be considered void and for me to give them their phones back. Every month my bill is higher than the month before, the $credit does not account for all the money and time I have wasted dealing with Sprint. There are notes on my account that admit to other errors by Sprint, such as accidently taking off my insurance, this also shows that this company is prone to making mistakes. Nowhere in the report does it say there was any kind of investigation regarding the forged signaturesThis could be a larger problem than just my contracts so it needs to be looked into. I am happy to provide a copy of the forged signatures and my legal signature from my bankOne can see with the naked eye that they are not my signatures. Thank you for your time.
Regards,
*** ***

May 24, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case ***, *** *** Sprint Account XXXXXX***, *** *** Sprint 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’ concerns to our attention Ms*** wrote in on behalf of the account holder *** ***, stated that she recently switched to another carrier and requested a copy of her final bill. She needs a copy of the bill detailing the cancellation charges to provide to her new carrier so that she can be reimbursed and pay her Sprint account balance. She stated that she has contacted our Customer Care department multiple times requesting a copy of her final invoice. In addition, she stated that she has attempted to obtain a copy online, and via our chat line, but has been unsuccessful to date. She stated that she finally received an invoice; however, it was not the final invoice detailing her cancellation charges. She stated that she contacted our Customer Care department again and was advised that a bill reprint would be $5, which was never previously disclosed to her. She is requesting that a copy of her final invoice be sent to her We spoke to Ms*** on May 12, 2017, and apologized for the issues she has experienced while attempting to obtain the bill reprint. We verified Ms***’s billing address and confirmed that the invoice reflecting the cancellation charges is the April 21, invoice. This invoice was sent to her billing address on May with a waiver of the $bill reprint fee. We advised Ms*** that it can take up to five business days for her to receive the invoice. We appreciate Ms***’s feedback regarding 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 her feedback and will utilize her input to improve our training and processes We regret any inconvenience these matters may have caused. If we can be of further assistance, we can be reached at the Executive & Regulatory Services department toll-fee at ###-###-####, extension ***. I am available Monday through Friday, between 9:a.mand 5:p.mCentral Time. Sincerely, Sharon RExecutive Services Analyst