Sprint Corporation

July 26, 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 of Ms*** *** has been forwarded to our office for review. We appreciate your assistance in bringing our customers’ concern to our attention In the information provided, Ms*** expressed her dissatisfaction with her monthly Sprint billing increasing to an amount significantly higher than quoted to her when she recently added a new line of service to her existing account. She requested that her rate plan charges be adjusted to the amount presented at the point of sale We regret any possible misunderstanding that may have occurred regarding charges associated with the addition of Ms***’s referenced new line of service. We confirmed that her new line was activated with an individual plan instead of being added to her current shared rate plan as she may have intended and that, as a result, the charges reflected on her previous invoice are correct During our July 24, 2017, conversation with Ms***, we explained the information outlined above. At her request, we updated the rate plan for her new line of service to her existing shared plan effective July 24, 2017. We also applied a one-time $credit to her account to offset the cost difference between the inadvertently-added plan and her chosen plan for that line of service. Ms*** confirmed that her issue is satisfactorily addressed and resolved We appreciate Ms***’s taking time to provide details of her experience with our retail and 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 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 between 7:a.mand 3:p.m., Central Time. Sincerely, John CExecutive Services Analyst

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Assumed Answered]
Complaint: ***
I am rejecting this response because: When the representative from Sprint contacted me, I explained that Sprint never contacted me to tell me my service had been suspended I had given potential employers my cell number as a contact for any positions I might be offered During the time my service was suspended, a position became available The employer was unable to contact me and gave the position to someone else When I informed the Sprint representative of this (I had also included this in my letter of complaint) she said "I'm sorry for your inconvenience" I explained that it was more than inconvenience because I was still unemployed and was unsure of how I was going to pay my bills She told me I was being "unprofessional" and that my concerns were not part of the complaint How the consequences of their failure to provide the promised service is not part of the complaint and is unprofessional is unacceptable At some point I said that her claims were "crap" A few minutes later she accused me of using profanity and that she was uncomfortable with it Besides saying "crap" I never used profanity and informed her of this She said the terms and conditions of Sprint did not allow for more than the one month service I asked her about my terms and conditions when I signed up for Sprint's service She had no reply to my question The first phone call (She has called twice, the second time in response to my official Revdex.com complaint) she claimed they could only offer $according to the contract The second call she offered $so the initial claim was not true I advised her that Sprint can offer further compensation and that what she was telling me was not true She had no reply When I reminded her of the fact that because Sprint broke their contract with me by accepting payment while not informing me that my service had been suspended that my terms and conditions had been violated and that it had cost me a $60,a year position, she again informed me that my loss was not part of the complaint and they had not charged me for the days my service was not operating She also indicated that that is the way the fraud division worked I said that it was not because while the fraud division claimed that "they don't contact people when there has been fraud", the investigator said they did contact people Again, she had not reply As far as their claim that I contacted them to restore my service after the fraud division was closed, that is not true The clerk at the Sprint store spoke to the fraud division and they agreed to restore my service "immediately" Twenty minutes later, the clerk contacted the division again The representative from the division had gone home for the day My service was not reinstated until hours later That is not my definition of immediately The representative was rude and was continually informing me that the results of Sprint not providing service was not something they covered in the contract She continually informed me when I tried to explain why I wanted the one year service because of what their violation of the contract had cost me that those were not the concern of Sprint by telling me that the results were "not part of the complaint" This is exactly my complaint and this is why I refused their offer because it is wholly inadequate for what they cost meand the representatives had gone home My service was restored hours later That is not my definition of "immediately."
Regards,
*** ***

June 5, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case ***, *** K*** Sprint Account xxxxx*** Sprint Case *** To
Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of Ms*** K***. We appreciate your assistance in bringing our customers' concerns to our attention. In the information provided, Ms*** states that when she cancelled the service on her account, she was advised that she would be able to make payments to payoff the final balance. Ms*** states that she made a payment on April 20, 2017, and that she was advised that she had until May 4th, to pay off the remaining balance; however, the account was later referred to an outside collection agency before the aforementioned date. As a result, Ms*** is requesting the removal of any negative reporting from her credit. Based on the information received from Ms***, she also states that she had an unfavorable customer experience while attempting to address her concerns We regret the circumstances that led to Ms***’s filing of this complaint. We further regret the circumstances which led to her decision to cancel her Sprint service. Our records reflect that Ms*** cancelled her Sprint service on March 26, 2017, which resulted in the associated lease to cancel and its remaining lease balance and cancellation charges to be assessed to her account. As a result, the amount of $was due immediately. Ms*** contacted our Customer Care department on April 20, 2017, to make a payment of $100; however, the aforementioned payment applied towards the February invoice, which was already in a delinquent status. Our account records reflect that Ms*** also requested a payment arrangement for the remaining outstanding balance; however, one was not setup. As stated in our Terms and Conditions of Services, payments are due upon receipt and although our Finance department may, at times, assist with payment arrangements due to situations that may arise, not all payment arrangement requests can be honored. As a result of the final balance not being paid in full, the account was referred to an outside collection agency on May 2, 2017, as part of our collection process. On May 5, 2017, Ms*** made a payment for the final balance in full, therefore removing it from collectionsAs a result, this debt has been updated to Paid in Full (PIF). We spoke to Ms*** on May 15, 2017, and explained the aforementioned findings and confirmed the zero final balance. Ms*** expressed her understanding of the outlined information; however, she expressed her dissatisfaction with her customer experience while she attempted to settle the account balance We appreciate Ms*** for taking the time to provide us with details of her recent customer service experience. 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 Ms***. For further assistance, I can be reached by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####, extension ***. I am available Monday through Friday between 8:a.mand 4:p.m., Central Time Sincerely, Leslie *** 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 ***, I have accepted the resolution, although it seems to be serving mostly the companyI understand the company has no policy with regards to making up for billable time and wasted resources that the costumers needs to invest in solving various issues, especially when the issues are created by the company itself, so there'd be no point in further pursuing this issue when it'll cost me more time and resourcesAs a costumer I don't feel at all protected and these are matters that definitely need to pass on to lawmakers and regulators.
Regards,
*** ***

March 10,
Kansas City Revdex.com
Ward Pkwy, 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 for
*** ***This complaint was served to Sprint on February 25, We appreciate your assistance in bringing our customers’ concerns to our attention
According to the information provided, Ms*** expressed her dissatisfaction with the level of service she received from our Customer Care group while attempting to address her billing concernsMs*** states that she is being charged $19.99, per line on the Everything Data Share planAlso, Ms*** stated that upon upgrading two devices via our Lease program, she was advised that her account was eligible for the Loyalty programFurthermore, she was advised that each device would incur a $monthly lease chargeHowever, her invoices reflect a $monthly lease charge, per lineTherefore, Ms*** requested that Sprint review this matter and update her Lease Agreements
We assure you that Sprint is committed to providing excellent service on every contact, with every customerPlease be advised that we take every inquiry seriously and we appreciate Ms***’ feedback
Sprint has reviewed Ms***’ complaintOur records reflect that phone numbers ending in and were enrolled in the Everything Data Share plan on May 11, and July 16, 2014, respectivelyAs such, the cost is $for the Everything Data Share plan, $Premium Data acharge, per line and an additional $for her second lineAdditionally, Ms*** receives a 15% Corporate Discount and two, $Loyalty Discounts on her monthly invoicesAlso, Sprint has reviewed her January through February invoices and no billing errors were identified
Furthermore, on March 25, 2015, our records reflect that Ms*** contacted Sprint to upgrade phone numbers ending in and At that time, Ms*** was offered the option to upgrade both devices for $each, per month via our Lease programMs*** agreed to the aforementioned offer; however, due to her account reflecting a past due balance, Sprint was unable to complete the sales transactionOn March 31, 2015, Ms*** contacted Sprint again and upgraded phone numbers ending in to a Samsung Galaxy Note device and to an iPhone Plus device via our Lease programUpon the completion of the upgrades, Ms*** was advised that Sprint would waive the two, Upgrade-Activation Fees and shipping chargesSprint’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/LeaseFurthermore, our records reflect that Ms***’ April invoice reflects two, $Loyalty program discounts
On March 10, 2016, we spoke with Ms*** and relayed the aforementioned informationAlthough no billing or sales errors were identified, in an effort to resolve Ms***’ concerns, Sprint applied a partial adjustment of $to offset a portion of the two, monthly lease charges during its month service termAdditionally, Sprint applied a partial adjustment of $to offset a portion of the monthly charges reflected on the February invoiceThe aforementioned adjustments will be reflect on the April invoiceMs*** has expressed her satisfaction regarding the resolution of her concernsWe regret any inconvenience this matter may have caused Ms***
If we can be of further assistance with this issue, Ms*** can contact me by calling our Executive & Regulatory Services Department toll-free at ###-###-####, ext***I am available Monday through Friday between a.mand p.m., Central Time
Sincerely,
Chanda L
Executive 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: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,
*** ***

We appreciate your assistance in bringing our customers’ concerns to our attentionIn his complaint, Mr*** expressed his concern with his payment due date being changed from the fourth to the second of each month without his authorization, citing that he gets paid on the third of each month;
therefore, the due date change resulted in his service being interruptedMr*** further expressed his concern with a third-party retailer’s failure to apply a payment that he remitted to his Boost Mobile account at their location, citing that after several hours of speaking with our Customer Care representatives his service were finally restored
In a review of Mr***’s account, the most recent payment that was received for his monthly service charge was on March 2, 2016, via the Interactive Voice Response (IVR) systemThe monthly reoccurring service charges are due on the 30th day after the initial payment is madeTherefore, Mr***’s payments were due on the second of each month following his March paymentIn addition, we were unable to locate any records of a payment being processed for Mr***’s account after that dateHowever, our Customer Care representatives applied a credit to Mr***’s account on April 8, 2016, to offset the payment that he stated was made in the third-party retail store but was not applied to his account
During our April 14, 2016, conversation with Mr***, we provided the information outlined aboveHowever, per Mr***’s request, we agreed to apply an additional credit to Mr***’s account in order to offset the payment that he stated that he remitted but was not posted to his account as a one time-courtesyWe are pleased to inform you that Mr*** expressed his satisfaction with the resolution of his matter
On behalf of Sprint, I apologize for any inconvenience this matter may have caused
Mr***If he has questions regarding this issue he may contact me by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####, ext***I am available Monday through Friday between a.mand 4:p.m., Central Time
Sincerely,
*** *
Executive Services Analyst

June 9, Revdex.com of Greater Kansas City Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case ***, *** *** Sprint Account xxxxx*** Sprint Case ***
To Whom It May Concern: Sprint is in receipt of the above referenced complaint of Ms*** ***. We appreciate your assistance in bringing our customers’ concerns to our attention According to the information provided in the complaint, Ms*** stated that out of the devices she ordered were refurbished. In addition, she stated that her son later ordered an iPhone plus, and instead he was shipped an iPhone 7; however, he elected to keep the iPhone 7. Ms*** stated that she declined the promotional offer for a second device. She stated that she was not informed about the $and $monthly lease charges on the LG Stylo and iPhone respectively. Ms*** requested her bill reviewed In our effort to provide clear communication about our features and pricing, Sprint publishes an overview of our service plans and any included features. Our retail brochures, displays, partner stores, and web site at www.sprint.com and we have not deviated from the published information. As stated in our device promotional offers, monthly account credits may take up to three billing cycles to reflect on your invoice Based upon our research, our records show that the LG Stylo purchased by Ms*** on July 5, 2016, were brand new devices, not refurbished. Further, the account also reflects that the leased iPhone was purchased on April 19, 2017, with a promotional offer to offset the $monthly lease charge with a service credit within 2-billing cycles, contingent upon meeting all the requirements for the promotion. We spoke with Mr***, an authorized user on Ms***’s account, and provided him the above information. We agreed to follow up to verify if promotional credit awards on her July invoice. Mr*** confirmed satisfaction with our resolution We regret any inconvenience Ms*** may have experienced while attempting to resolve this matter. If I may be of further assistance, Ms*** should contact me toll-free at ###-###-####. I am available Monday through Friday, between a.mand p.m., Central Time Sincerely, Beatrice RExecutive Services Analyst

Tell us why here...May 15,
Consumer Specialist
Kansas City Revdex.com
Ward Pkwy, Suite
Kansas City, MO
Re: Revdex.com Case ***, *** ***
Sprint Account xxxxx***
Sprint Case ***
To Whom It May Concern:
Sprint is in
receipt of the above-referenced complaint of *** *** submitted on April 22, We appreciate your assistance in bringing our customer’s concerns to our attention
Ms***’s filing expressed her dissatisfaction with her monthly rate exceeding $per month due to being assessed a $Subsidized Phone charge associated with phone line ending in ***Ms*** stated that the Subsidized Phone charge was not properly disclosed to herMs*** requested that Sprint review this matter and apply an adjustment to her account to offset the cost of the Subsidized Phone charge
Sprint has reviewed Ms***’s complaintAccording to our records, on July 20, 2016, Ms*** activated phone line ending in *** at a discounted pricing in exchange for a two-year Service AgreementPlease note the service plan that Ms*** selected stipulates that devices purchased at a discounted rate will be assessed a $Subsidized Phone charge per monthThe Subsidized Phone charge is waived only on devices that are activated on Sprint Lease or Monthly Installment optionsBased on our review, we confirmed that Ms*** was not informed about the Subsidized Phone charge associated with phone line ending in ***
In an effort to resolve Ms***’s account concerns, on May 12, 2017, Sprint applied a total adjustment of $to Ms***’s account to offset the Subsidized Phone charge for two yearsWe spoke with Ms*** on May 12, 2017, and relayed the aforementioned information and resolution to herDuring that call, she confirmed that her concern was addressed and resolved to her satisfaction
We regret any inconvenience this may have caused Mr***If Ms*** has any questions concerning the issue discussed herein, please do not hesitate to contact me by calling the Executive & Regulatory Services Department toll-free ###-###-#### ext***I am available Monday through Friday between the hours of a.mand p.m., Eastern Time
Sincerely,
Cheryl S
Executive and Regulatory Analyst

May 11, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case ***, *** *** Account number 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. According to the information provided, Ms*** expressed her dissatisfaction with our Customer Service representatives. She stated that she made multiple failed attempts to get a final invoice from Sprint itemizing the balance of $ We spoke with Ms*** on May 8, 2017, and addressed her invoice request. We explained that there was a bill hold due return mail of previous invoices sent. To resolve this matter, I obtained Ms***’s updated addressed and sent out her March invoice with itemized billing. With this action, Ms*** stated that she considers her complaint to be resolved On behalf of Sprint, I apologize for any inconvenience Ms*** may have experienced as a result of this concern. If we can be of further assistance, or if Ms*** has supplemental questions or concerns, she can contact me by calling the 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, Linard AExecutive 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

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, therefore, I am willing to withdraw my complaint under the condition of the followings after talking to the business (BOOST MOBILE): 1) The business gave me the credit ($50) as it promised when I transferred my account to Boost mobile on August 14th, 2016. 2) The business offered me a number (###-###-####) to call in order to solve my problems, when customer service is unreachable or unable to solve the issues I have, or unclear with the promotion/service I get. Also, I understand that Boost mobile is not a scam businessThe problem happens because the company is not offering the promotion (that is, the $credit) this month (September, 2016), yet the retailer did not give me the credit in time (in August,). Thanks so much for your help and I do appreciate your efforts to defend customers' right while promoting the quality of local businesses
Regards,
*** ***

June 15, To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of Ms*** *** submitted on June 5, We apologize for any inconvenience Ms*** has experienced as a result of this matter. We appreciate your
assistance in bringing our customer’s concern to our attention According to the information provided, Ms*** expressed her dissatisfaction with an outstanding balance reflected on her Sprint account after she cancelled service, which was subsequently forwarded to an outside collections agencyMs*** stated that she cancelled her service due to the lack of coverage after moving to a rural area and explained that her device was frequently roamingMs*** requested that Sprint review this matter and adjust her account accordingly Sprint has reviewed Ms***’s complaintWe regret that the coverage in Ms***’s area has fallen short of her 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 Our records show Ms*** established service with Sprint on August 27, 2004, and activated phone line ending in ***On February 7, 2015, Ms*** purchased an LG Gdevice at discounted pricing in exchange for two year Service Agreement. At the time of activation, Ms*** would have been provided with a clear disclosure of the key terms of her service plan, including the two-year Service Agreement for each line, and the assessment of the Early Termination Fees per line of service if she cancelled prior to the end of that two-year period We confirmed on July 13, 2015, Ms*** ported-out phone line ending in *** to another wireless service provider prior to the fulfillment date of the Service Agreement. As such, her account was assessed an Early Termination Fee of $plus related taxes, fees and surcharges as reflected on the August invoice, leaving her account closed with an outstanding balance of $The balance represents monthly service charges, Early Termination Fees, late fees and related taxes, fees and surcharges. Subsequently, her account was forwarded to an outside collection agency due to the non-payment of her Sprint account Upon further review of Ms***’s account, we confirmed that the address on file is different from the address provided in the complaintWhile we would expect Ms*** to have received adequate reception at the location on file, some of the areas that Ms*** stated she traveled to, including the address she provided in her complaint, are areas where roaming may be expectedAlthough Sprint considers this balance to be valid, taking into consideration the information provided by Ms***, as a courtesy and in an effort to provide a satisfactory and mutual resolution, Sprint spoke with Ms*** on June 10, 2016, and offered a total credit of $to offset the Early Termination Fee, applicable taxes and fees as well as one of the monthly service fees reflected on her account, leaving her responsible for the remaining balance of $Ms*** confirmed that she was satisfied with this resolution If we can be of further assistance with this matter, Ms*** can contact the Sprint Executive & Regulatory Services Department toll-free at ###-###-####I can be reached directly at extension ***I am available Monday through Friday between a.mand p.m., Central 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: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] Sprint keep saying I have a spending limit of but my phone was turned off last month for dollars and I didn't go over my spending limit and that there is a breath of contact so they need to refund my money they don't need to be check on my credit any more they did it once that's all I authorize them to do
Complaint: ***
I am rejecting this response because:
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.Because the charges were removed this can be closed, please note that only local calls are made on the phone in question, I don't believe any calls were made that could have resulted in the charges
Regards,
*** ***

November 14, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Complaint *** Account xxxxx***, *** *** Case *** To Whom It May Concern:
The above-referenced inquiry has been forwarded to our office for review. We appreciate your assistance in bringing our customers’ concerns to our attention and regret any inconvenience that this matter has caused According to the information provided, Ms*** stated that she was provided a quote of $in August 2016. However, she stated that the billing is higher than previously quoted. She is requesting a resolution to this issue 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***’ account and notes that we are unable to substantiate any billing errors. The plan and equipment is billing accurately based on the selections made by Ms*** at the point of saleOur records show that the current service plan Ms*** subscribes to is $per month for her two phone numbers. This does not include taxes, regulatory fees, Surcharges or any equipment agreements, she may have. Further, at Ms***’ request, we canceled the Total Equipment Protection (TEP) coverage from both lines of service and provided a credit for the periods of January to November Additionally, as a gesture of goodwill, we applied a one-time $credit to offset a portion of her billMs*** accepted this resolution to her inquiry We regret any inconvenience these matters may have caused. If I can be of further assistance, Ms*** can reach me at the Executive & Regulatory Services department toll-free at ###-###-####, extension ***I am available Monday through Friday between 7:a.mand 3:p.m., Central Time. Sincerely, John CExecutive Services Analyst

[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,
*** ***

July 7,
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 Mr***
***We appreciate your assistance in bringing our customers’ concern to our attention
In his inquiry, Mr*** has requested clarification regarding Sprint’s unlocking policies regarding one of his devices activated on Sprint's networkMr*** stated that he requested to unlock his device previously; however, his request was denied due to financial obligationsMr*** has indicated that he would like the device unlocked for use on another international carrier’s network
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 networkIn other words, a device designed for one network is not made technologically compatible with another network merely by unlocking itAdditionally, 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
Sprint will unlock a device under the following circumstances:
• 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;
• The associated account is in good standing;
• The device has not been reported as lost or stolen, associated with fraudulent activity, or otherwise flagged as ineligible to be unlocked; and
• The device has been active on the Sprint Network, currently or in the past, for a minimum of days
We confirmed that Mr***’s Apple iPhone SE associated with phone number ending *** is eligible for SIM unlockingPlease note that the SIM unlock information was transmitted to the device in question on July 6,
If we may be of further assistance with this matter, Mr*** can reach me by calling the Executive & Regulatory Services department toll-free at ###-###-####, extI am available Monday through Friday from a.mto p.m., Central Time
Sincerely,
Lori K
Executive & Regulatory Services Analyst