Sprint Corporation

Tell us why here...May 2,
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 24, We appreciate your assistance in bringing our customer’s concern to our attention
According to Ms***’ follfiling, she expressed her dissatisfaction with 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 complaintAs stated in our initial response, according 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 ***
To satisfactorily resolve this matter, we applied a credit of $to Ms***’s accountWe spoke with Ms*** on April 27, 2017, and relayed the above information and resolution to herMs*** accepted our resolution and was satisfied with Sprint’s efforts to resolve her account concerns
We regret any inconvenience Ms*** may have experienced while attempting to resolve this matterIf 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

May 25, 2017 Revdex.comWard Parkway, Suite 401Kansas City, MO 64114 Re: File ***, *** *** *** Account XXXXX*** Case *** To Whom It May
Concern: Sprint is in receipt of the above-referenced complaint of *** *** ***We appreciate your assistance in bringing our customer’s concern to our attention. According to the information provided, Ms*** is experiencing coverage issues and has been unable to use data or text messagingShe is also dissatisfied with her monthly recurring rate charge. We spoke with Ms*** on May 10, 2017, regarding her coverage concernsWe confirmed she is located in an affiliate market and our network team has contacted our affiliate. Further, we have made several additional attempts to contact Ms*** to provide feedback regarding the network findingsUnfortunately, we have been unable to reach her In an effort to resolve the concern, we are offering credit toward cancelation fees with the return of the equipmentIf Ms*** would like to accept this offer we ask that she contact our office prior to June 23, 2017, at which time we will process return kits to facilitate the return transaction. After June 23, 2017, this offer will no longer be available We regret any inconvenience this matter may have caused. If we can be of further assistance with this matter, Ms*** can contact me by calling Sprint’s Executive & Regulatory Services department toll- free at ###-###-####, ext***, Tuesday through Saturday between 1:p.mand 10:p.m., Central Time. Sincerely, Brandon DExecutive Services Analyst //MG

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 inquiry of Ms*** ***. We appreciate your assistance in bringing our customers' concerns to our attention. In the information provided, Ms*** expressed her dissatisfaction with the recent increase of her Sprint charges subsequent to a device upgrade in July 2016, citing that we have begun assessing a monthly subsidy fee and that we charged a $Device Upgrade Activation fee to her Sprint account for her free upgrade. She requested clarification of the $Subsidized Phone Charge and that we remove the referenced charge from her monthly invoice. We regret any possible misunderstanding that may have occurred related to the monthly $Subsidized Phone Charge referenced in Ms***’ inquiry. During our September 20, 2016, discussion with her, we explained that the referenced charge is directly related to her obtaining new devices at reduced, subsidized pricing, pursuant to the terms of her chosen price plan. We further explained that, although her previous device upgrades were also obtained at subsidized pricing, she had a different price plan at the time she purchased those devices. Her current price plan became effective in December 2015. Therefore, our billing system did not assess the disputed charge until her device was upgraded on July 23, Ms*** indicated her understanding of the information provided but reiterated her request that we remove the disputed charge. We informed her that we must respectfully decline that request; however, we offered to apply credits to her account to offset the disputed charge for a period of four months. Ms*** accepted our offer, and we applied a $credit to her account as agreed. Ms*** indicated her satisfaction with the resolution provided. On behalf of Sprint, I apologize for any inconvenience these matters may have caused Ms*** and we appreciate her continued business. If we can be of further assistance with these issues, she 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 Time Sincerely, Russell ** *** **Executive Services Analyst

April 18, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Inquiry ***, *** *** Sprint Account xxxxx***
Sprint Case *** To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of Ms*** ***. We appreciate your assistance in bringing our customer’s concerns to our attentionIn her inquiry, Ms*** states she was informed that she would receive her employee discount of percent. She further stated that she was later informed that the plan is already discounted and that her account would receive a $discount if she signs up for auto pay. As a result, Ms*** is requesting the percent discount be applied to her account During our discussion with Ms***, we advised her that she does qualify for a Sprint Discount Program discount; however, the selected service plan on her account is not a discounted plan because it is already deeply discounted. We further advised her that the service plan awards a $discount per line (up to lines). We regret that this was not explained to her and for any possible misunderstanding. Ms*** stated that, based on the information we provided, she will cancel the service on her account. We regret Ms***’s dissatisfaction regarding the cost of her service plan. In an effort to reach an amicable resolution, we offered to facilitate the return of her leased device. Once we confirm the return of her device in good condition, we will credit the cancellation fee and the purchase price of the device. This offer is available to her until May 17, 2017. Ms*** agreed to notify our office by phone or e-mail, upon cancelling her service We appreciate Ms*** for taking time to provide details of her experience with our Customer Care representative, as 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***. If further assistance is needed, I can be reached 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 BExecutive Services Analyst

May 12, Revdex.com Ward Parkway Kansas City, MO Re: Revdex.com Complaint ***, *** *** Sprint Account XXXXX*** Sprint Case *** To Whom It May Concern: Sprint
is in receipt of the inquiry of Ms*** *** regarding her Sprint account. We appreciate your assistance in bringing our customer’s concerns to our attention. In her inquiry, Ms*** expressed her dissatisfaction with her experience with trying to obtain her account number to port her service to a different provider and cancel her Sprint account on February 7, and February 8, 2017. Therefore, she is disputing all service charges that were assessed after that timeShe also expressed her dissatisfaction with learning that her account was not canceled in April and that it had been forwarded to an outside agency for collection. We spoke with Ms***, and addressed her concernsWe advised her that we regret any inconvenience that this matter may have caused and her feedback regarding her experience will be used to improve our service. Upon review of her account, we confirmed that her line of service ending *** was canceled on February 8, 2017, as a result of being ported to a different provider, and she contacted our office regarding her experience on February 23, 2017. As a one time courtesy, she received a $credit that day. We also confirmed that her line of service ending *** was not canceled until April 14, 2017, because her request to cancel her service for that line was received on April 3, 2017. To resolve her billing dispute amiably and as a courtesy, we applied credits totaling $to her account today to offset the charges she incurred for the seasonal standby plan, the reconnection fee, and late fees, plus applicable taxes and surcharges that were incurred after February 7, 2017, when Ms*** believed that her account should have been canceledAs a result, her account is now in final status with a past due balance of $that is valid for her remaining unpaid equipment charges. Ms*** confirmed that she still has the iPhone device that was leased under her line of ending ***, which she would like to return in exchange for the waiver of her $Leased Device Purchase Amount that was reflected on her February invoice. We advised her that we are unable to authorize a return kit for that device until she has successfully removed the device from her Apple ID to remove the activation lock. Therefore, she agreed to contact us back for further assistance with that when she is able to do so. If I can be of further assistance with this matter Ms*** can contact me by calling the Executive & Regulatory Services department toll-free at ###-###-####. I am available Monday through Friday from a.mto p.m., Central Time Sincerely, Clara 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.] Choose to keep my claim open until all matters are fixed completelyHowever I am glad that my issues are being heard after months of termoil and great stressI however am still extremely uncomfortable and it's still taking a extremely long time for the matter to be resolved and has had other matters during 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,
Thomasina ***

February 1,
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 Mr***
***We appreciate your assistance in bringing our customers’ concerns to our attention
In the information provided, Mr*** expressed his dissatisfaction with the length of time taken for us to honor the terms of our Contract Buy Out promotion, advising that he has remitted his final invoices from his previous service provider but that we have not accepted that documentation as sufficient qualification for the offerMr*** requested that we provide the $reimbursement owed to him
We regret any misunderstanding that may have occurred concerning our referenced Contract Buy Out promotion, which offered reimbursement of up to $for qualifying customers who ported their mobile number(s) from specific carriers to Sprint and met other eligibility requirementsOur Marketing department works diligently to ensure that the information included on our website and in our brochures is accurate and contains information that will allow customers to make informed decisions regarding Sprint services and productsWe have built a solid reputation on honest business practices, and it is not our intention to mislead or confuse our customers with regard to the services we are able to provide
Our records reflect that Mr*** activated new service with us on December 17, 2016, by porting in four mobile numbers from another provider and adding an additional line of service to his accountAs part of the Contract Buy Out promotion, Mr*** was required to turn in his devices from his previous carrier to receive equipment buyback creditHowever, our records reflect that he only surrendered two of his devices from his previous carrier, for each of which he received $credits on his new Sprint accountIn addition, based on documentation he presented we processed Visa Reward prepaid gift cards for the three lines of service that were eligible for reimbursement, pursuant to the terms of our Contract Buy Out promotion, in the amounts of $for two of the lines of service and $for the third, on January 20,
During our January 25, 2017, conversation with Ms*** ***, the authorized contact for Mr***’s Sprint account, we explained the information outlined aboveWe also advised her that Mr***’s reward cards should be shipped to his billing address of record between February and 6, On behalf of Mr***, Ms*** expressed her satisfaction with our resolution
We regret any frustration this matter may have caused but are pleased that we were able to resolve Mr***’s reported concerns satisfactorilyIf we can be of further assistance regarding this matter, Mr*** can contact me directly by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext***I am available Monday through Friday between a.mand p.m., Central Time
Sincerely,
Lori K
Executive Services Analyst
LK/lw

January 26, Kansas City Revdex.com Ward Parkway Kansas City, MO *** Re: Revdex.com File #***, *** M*** Sprint Account: XXXXX***
Sprint Case # *** To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of *** M***. This complaint was served on Sprint on January 19, 2017. Ms***’s filing expressed her dissatisfaction with the lack of coverage in her home service area of New York, NY. As a result, she returned the device for phone line ending in *** to a local Sprint retail facility and canceled her account within Sprint’s 14-day Satisfaction Guarantee return period. Ms*** further states that she is dissatisfied with Sprint’s inability to adjust her account to reflect a zero balanceMs*** also expressed her dissatisfaction with the level of customer service she received while attempting to resolve this matter. Ms*** requested that we review this matter and adjust the remaining balance indicated on her account to reflect a zero balance. We contacted Ms*** on January 23, 2017, to further discuss her account concerns. During that call, we apologized that the coverage in her service area of New York, NY 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 research into this matter determined that our network serving the area near Ms***’s billing address was operating within parameters during the time she stated to have experienced poor service Please note that 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. You can return your device to the point of sale within that time period for a full refund (day of the days start when the device is activated)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 your service plan required a service agreement, no termination fee is charged when you 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. You are responsible for all prorated monthly service charges, access and airtime charges, and the related taxes, surcharges and fees accrued on your 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 your final invoice. This policy may not reflect the additional return policies of our authorized third-party dealers or retailers Further research on the account shows that a credit of $was applied to her account on January 12, 2017, to offset the accelerated charges reflected on the November billing statement. To provide closure for this matter, on January 25, 2017, we have applied a final credit of $66.53, to offset the remaining monthly recurring charges reflected on the October billing statement. The account is currently closed with a zero balance We followed up with Ms*** on January 26, 2017, to relay the aforementioned information to her. Ms*** expressed her satisfaction with this resolution and advised that she has no additional concerns at this time. We apologize for any inconvenience Ms*** may have experienced while attempting to resolve this matter We appreciate Ms*** for taking time to provide details of her experience with Sprint. We are continually striving to improve the quality of service provided to our customers. Please be assured that we value Ms***’s business and that her concerns will be forwarded to the appropriate managerial staff for further review 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 7:a.mand 4:p.m., Eastern Time Sincerely, /s/ Catherine *** Catherine *** Executive & Regulatory 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,
*** ***

April 14, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File *** Sprint Account xxxxx***, ***
*** Sprint Case *** To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry filed by Ms*** ***. We appreciate your assistance in bringing our customers’ concern to our attention According to the information received, Ms*** stated that she was promised a $service credit per month for three months and the promised service credits have not been received. Further, she stated that she was advised that her bill amount would increase by $when she added a new line of service to her account and her bill amount is higher. Additionally, she stated that she is not receiving some inbound calls and callers are getting a message that her number does not exist or is disconnected. Ms*** requested to receive the promised service credits, to have her bill and network service issues fixed In our effort to provide clear communication about features and pricing, Sprint publishes an overview of our service plans, pricing and features. Our retail brochures, displays, partner stores, and web site at www.sprint.com have not deviated from the published information. As stated in our previously offered iPad promotion, new and existing Smartphone customers who purchase an eligible iPad via Monthly Installments with a GB Tablet plan will get a $monthly discount for months We forwarded Ms***’s concern to our Retail Management team and based upon our research our records reflect that Ms*** purchased an iPad device via the Sprint Monthly Installment option and selected a gigabyte table plan, which made her not qualify for the promotional offer. However, to resolve the matter we changed her service plan to the gigabyte tablet plan on April 12, 2017, and going forward she will receive the $monthly discount. Please note that that the discount may take up to three billing periods to award on her account. Further, we advised Ms*** that our records do not reflect that a $monthly service credit for three months was offered and requested that she forward the information that she received regarding the promotion offer and we can review available options once received. Additionally, as stated in our Terms and Conditions of Service, which can be viewed on our website, www.sprint.com, coverage and quality of wireless services and data speeds may be affected by conditions beyond our control. Wireless services cannot be regularly transmitted through concrete structures such as buildings, basements, walls, and various other structures. As a result, customers may experience difficulty making or receiving calls when indoors. In addition, data coverage is not available everywhere and service speeds are not guaranteed. Service speeds may depend on the service purchased and actual speeds will vary. Estimating wireless coverage, signal strength, and service speed is not an exact science. There are gaps in coverage within our estimated coverage areas that, along with other factors both within and beyond our control which may result in dropped and blocked connections, slower service speeds, or otherwise impact the quality of service. With respect, please note that the nature of wireless signal precludes any carrier from providing seamless coverage. Sprint has made no warranty or guarantee of the same. During our conversation with Ms*** on April 7, 2017, we explained 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. Our records reflect that our technical support team investigated Ms***’s network service issues and she advised us that as of April 7, 2017, she believe the issue is resolved and callers are no longer receiving the message that her number does not exist or is disconnect. We regret any inconvenience these matters may have caused. If Ms*** requires further assistance with these matters, she can contact me by calling the Executive & Regulatory Services department toll-free at ###-###-####. I am available Monday through Friday, between 8:a.mand 4:p.m., Central Time Sincerely, Jennifer FJennifer FExecutive Services Analyst

June 28,
Revdex.com
Ward Parkway, Suite
Kansas City, MO
Re: Revdex.com Case ***, *** J***
Sprint Account: xxxxx***
Sprint Case: ***
To Whom It May Concern:
Sprint is in receipt of the above-referenced complaint of *** J
***This complaint was served to Sprint on June 16,
Ms***’s filing expressed her dissatisfaction with the misinformation she received from the retail store sales representative when she upgraded her devices on phone numbers ending in 2*** and ***According to Ms***, she was informed that she would receive a $monthly recurring adjustment until the end of her contract termHowever, the adjustments were not been applied to her accountMs*** requested that Sprint review this matter and honor the above offer
Sprint has reviewed Ms***’s complaint and notes that, we are unable to substantiate the conversation between Ms*** and the retail store sales representativeAs such, we engaged the retail stores management team on behalf of Ms***As a result, our retail stores management team contacted Ms*** and offered to apply a one time credit of $to her account to offset the monthly recurring charges for monthsPlease be advised that Ms*** has accepted the offer
We spoke with Ms*** on June 27, 2016, and she confirmed that her issue was resolved to her satisfactionWe apologize for any inconvenience Ms*** may have experienced while attempting to resolve this matterShould Ms*** require further assistance with this matter, we urge her to contact the undersigned at the phone number noted below
We trust this letter responds to your inquiryIf we may be of further assistance, you can reach me by calling the Executive & Regulatory Services Department toll-free at ###-###-####, extension ***I am available Monday through Friday from a.mto
p.m., Eastern Time
Sincerely,
/s/ *** ** ***
*** ** ***
Executive & Regulatory Services

[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 for the time beingI will contact the number given as soon as I canI appreciate the condolences and understanding during this very difficult time for my family and I really would like to get the billing issues resolved and pay my next bill very soonThis complaint is in no way an attempt to not pay what is truly owed, only to correct said bill to reflect the fair and true amount that was agreed uponThank you.
Regards,
*** ***

December 18,
Revdex.com
Ward Parkway, Suite
Kansas City, MO
Re: Revdex.com Case ***, Cristina R***
Sprint Account xxxxx0382, Mario R***
Sprint Case
To Whom It May Concern:
Sprint is in receipt of the above-referenced complaintWe appreciate your assistance in bringing our customers’ concern to our attention
According to her rebuttal, MrsCristina R*** stated that she is requesting to further dispute the information contained in her previous Revdex.com (Revdex.com) complaintShe further stated that the investigation, information and resolution offer that Sprint provided to her was not to her satisfactionMrsR*** maintains that she received a verbal sales offer and requests for Sprint to reconsider its position regarding her sales related complaint and modify her monthly invoices to reflect a verbal sales offer
As stated in our prior response, 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 informationIn our continued efforts to provide all of our customers with the best pricing possible, we cannot fulfill any verbal offers that deviate from the formal and approved published device and/or service plan pricing
Our records reflect that on September 12th and 14th of 2017, Mrand MrsR*** visited an authorized Sprint Retail locationOn September 14, 2017, two lines of service were purchased and activated on MrR***’ existing Sprint account with phone numbers ending in and via Sprint’s Lease programSpecifically, MrR*** purchased a Moto ePlus and iPhone device associated with phone numbers and 1557, respectivelyAs such, the Moto sPlus device receives a monthly discount of $11.67, which is reflected on the September invoice
Additionally, Sprint has a Handset Upgrade Program in place for our existing customers and several options are available for eligible customers; however, there are specific requirements for each of those optionsFurther with the Sprint Flex Lease program, qualified new and existing customers have the flexibility to lease select devices for a lower monthly cost versus purchasing the deviceLease payment varies by device and a down payment may be required and varies by customer and deviceFurther information regarding Sprint Leasing can be viewed on visit www.sprint.com/leaseMrand MrsR*** also upgraded and purchased a Samsung Galaxy Note and iPhone devices on phone numbers ending in and via Sprint’s Lease programFurther, the iPhone device was enrolled in our BOGO program, which is reflected on the September invoice
In addition, the four lines of service were enrolled in the Unlimited Freedom price plan, our customer’s estimated monthly charges are $for the first two lines and lines three through ten are $35, per lineAdditionally, each line of service is eligible for a $per line/month discount with enrollment in our Ebill and Automatic Payment programHowever, customers with a two year Service Agreement, in exchange for discounted pricing will be assessed a $Subsidized Phone charge, per applicable line of service
Our records further reflect that our Customer Care management and Sales groups have spoken with Mrand MrsR*** on several occasions in September and October regarding their sales and billing related concernsAs such, MsR*** was advised that her account was not eligible to participate in the Sprint’s Unlimited Freedom Promotion Lines for $Plus Line Free promotional offer, which was available to new customersHowever, MrsR***’ account elected to enroll her four lines of service in our value savings Unlimited Freedom price plan for existing account holders
We appreciate MrsR*** taking time to provide details of her experience with our Customer Service and Sales groupsWe are continually striving to improve the quality of service provided to our customersPlease be assured that we value customer feedback and that MrsR***’ concerns will be forwarded to the appropriate managerial staff for further review
We spoke with MrsR*** on October 16th and 17th of and relayed the information to herIn an effort to reach an amicable resolution, we offered MrsR*** an adjustment totaling $towards her account balance, which is valid for daysAdditionally, she is aware that should she opt to cancel her account prior to fulfilling the Lease Agreements, that she may utilize the switching program of the new service providerAt that time, MrsR*** has expressed her understanding of the information that was relayed to her
On December 12, 2017, we spoke with MrsR*** and confirmed with her that based on a thorough review of her Revdex.com complaint, no sales or billing related errors were confirmedFurther, in an effort to reach an amicable resolution we have reinstated the offer to MrsR*** to apply a one-time adjustment totaling $towards her account balance, which is valid until December 26, MrsR*** has not confirmed her acceptance of the courtesy $adjustment offer; however, she is aware to contact the undersigned by December 26, MrsR*** has expressed her understanding of the information that was relayed to her
We regret any inconvenience these matters may have caused MrsR***If we can be of further assistance, MrsR*** can contact me by calling our Executive & Regulatory Services department toll-free at 1-855-848-3280, ext***I am available Monday through Friday between a.mand p.m., Central Time
Sincerely,
Chanda L
Executive Services Analyst

*** ***Apr (days ago)tomeDear ***,Thank you so much for your assistanceMy complaint with Sprint is resolved to my satisfaction(complaint # ***)

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

September 27, 2016 Revdex.comWard Parkway, Suite 401Kansas City, MO 64114 Re: Revdex.com Complaint ***, *** *** Sprint Account XXXXX*** Sprint Case
*** To Whom It May Concern: The inquiry referenced above has been forwarded for our review. We appreciate your assistance in bringing our customers’ concerns to our attention. According to the inquiry, Mr*** stated that he was misinformed regarding the monthly service charge associated with the tablet he purchased. Mr*** stated that when he received the tablet he was advised that the tablet was provided at no cost. He stated that he accepted the offer and when he received the invoice he was billed a $monthly service charge for the tablet and was informed that he received the tablet in exchange for a two-year service agreement. Additionally, he stated that he was not informed that he is leasing the iPhone he activated. As a result, Mr*** is requesting a refund for the cost of the iPhone glass shield and a refund for half the cost of the iPhone he stated that he will be purchasing In our effort to provide clear communication about our devices, features, pricing and promotions, Sprint publishes an overview and our retail brochures, displays, partner stores, and web site at www.sprint.com have not deviated from the published information. During our conversation with Mr*** on September 14, 2016, we advised him that our records reflect that on September 3, 2016, he received a tablet at no cost in exchange for a two-year service agreement. Further, the two-year service agreement requires that he maintain a minimum service plan of $per month. Mr*** advised us that this information was not provided to him during the purchase, and he has since returned the tablet to the retail store. Additionally, he stated that the store explained his lease agreement and he decided to keep the device on his current lease We appreciate Mr***’s taking the time to provide us with the details of his experience with our Customer Care representatives. We regret that the level of service he received was not indicative of the world-class service we strive to provide. The feedback he provided has been forwarded to the appropriate management staff for further review. If I may be of further assistance with this matter, please contact me by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####. I am available Monday, Tuesday, Thursday, and Friday from a.mto p.m., Central Time. Sincerely, Tobias T.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:Sprint contacted me and credited my account with enough money to cover my next two bills and half of July'sI consider this acceptable compensation, and as far as I am concerned the matter is closed.Thank you for your helpI'll contact you again should I have need of assistance in the future
Regards,
*** ***

July 20, Revdex.com Serving Greater Kansas City Ward Parkway Kansas City, MO *** Re: Revdex.com File ***, *** ***
Sprint Account: xxxxx*** Sprint Case # *** To Whom It May Concern, Sprint is in receipt of the above-referenced complaint of Ms*** *** submitted on July 10, 2017. We appreciate your assistance in bringing our customer’s concern to our attention. According to the information received, Ms*** expressed her dissatisfaction with her inability to cancel a line of service, after she requested the cancellation on June 28, 2017. Ms*** further asserts that Sprint allowed someone access her account by sending them her account security information. Ms*** requested that Sprint review these matters and take the appropriate action. Sprint is committed to protecting the privacy of our customers. In accordance with that commitment, we take measures to verify that any person contacting us about an account is authorized to discuss and/or make changes to that account. Specifically, we require that each account has a PIN and that the account’s PIN or security question/answer is correctly verified before we discuss account information or make any changes to the account Sprint has reviewed Ms***’s complaint. According to our records on June 28, 2017, Ms*** contacted Sprint’s Customer Care group and requested to cancel phone number ending in ***, which was scheduled to cancel on the bill cycle end date of, July 11, 2017. Additionally, *** requested to add the lost/stolen feature to the aforementioned phone number and to update the account security information. Unfortunately, during that call, phone number ending in *** was not removed as the additional security notification method of contact, which would have prevented the subscriber from gaining access to the account. Additionally, on June 28, 2017, the subscriber of phone number ending in *** contacted Sprint’s Customer Care group, due to his inability to make and receive phone calls. At that time, the account security information was sent to his device via text message, which allowed him the ability to authenticate the account and requested to remove the lost/stolen feature. We spoke with Ms*** on July 14, 2017, to further discuss her account concerns. During our conversation, we explained to Ms*** that phone number ending in *** should have been removed from the account as the contact phone number to receive the security notification updates. We also confirmed the aforementioned phone number was cancelled on, July 11, 2017. To resolve this matter, a partial adjustment of $was applied to Ms***’s account, which represents a portion of the monthly recurring charges and related taxes assessed to the, June 15, 2017, billing statement. At that time, Ms*** stated that her issue was satisfactorily resolved. 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 ###-###-####, ext***. I am available Monday through Friday between 7:a.mand 4:p.m., Eastern Time Sincerely, /s/ Hakima W Hakima W Executive Services Analyst

April 23,
*** ***
Revdex.com
Ward Parkway, Suite
Kansas City, MO
Re: File ***
Sprint Account XXXXX1013, *** ***
Sprint Case
Dear Ms***:
Sprint is in receipt of the above-referenced complaint of
*** ***We appreciate your assistance in bringing Ms***’ concerns to our attention
According to the information provided, Ms*** expressed dissatisfaction with the recent disconnect of one of her lines of serviceMs*** states that following activation of her father’s phone on her Sprint account, he began to roam due to living in a rural area
Ms*** states she was notified in September that her father had been exceeding the roaming limit included on his lineMs*** states that the line has since been cancelled by Sprint due to excessive roamingMs*** is dissatisfied with the cancellation of her father’s line of service and as a result, she has requested that she be allowed to cancel her line without an Early Termination Fee (ETF)
We contacted with Ms*** on April 23, 2015, in order to review this matter in detailIn review of Ms*** account, our records reflect that roaming notices were sent out in September and again in February prior to the April 15, 2015, termination of serviceIn accordance with the Terms and Conditions, Sprint reserves the right, without notice, to deny, terminate, modify, disconnect or suspend service if off-network usage in a month exceeds this amountIn light of this, no error was madeWhile we explained to
Ms*** that her ETF is valid, we have extended an offer to apply a $adjustment to offset one-half of her ETFWe are pleased to inform you that Ms*** agrees to this resolutionContingent upon the completion of Ms*** cancellation, the $will be applied to her account
We regret any inconvenience that this matter may have causedIf we can be of further assistance, we can be reached by calling the Executive & Regulatory Services Department toll-free at ###-###-####We are available Monday through Friday from a.mto
p.m., Central Time
Sincerely,
*** *
*** *

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