Sprint Corporation

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

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

June 16, 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 of Ms*** ***. We appreciate your assistance in bringing our customers’ concerns to our attention. In the information provided, Ms*** expressed her dissatisfaction with the level of customer service provided by our Retail and Customer Care representatives, stating that she was given misinformation on the contract dates for the phone associated with the phone number ###-###-####. Ms*** requested credit for the purchase amount for her iPhone Plus device. During our discussion with Ms*** on June 12, 2017, we determined that the iPhone Plus associated with the phone number ###-###-#### had been part of a Win-Back promotion. When the services were re-established, the contract date was not updated correctly. Therefore, we adjusted the $Early Termination Fee incurred. We regret any frustrations that Ms*** may have experienced. There was a lease contract *** that was associated with the same phone number. Pursuant to the terms of the device lease agreement, Sprint still retains ownership of the equipmentMs*** has chosen to keep possession of the device and have it unlocked for use on another carrier’s network. As such, the $payment made on June 4, 2017, that covered the device purchase cost would be valid. Effective September 19, 2014, Sprint launched the Sprint Lease program, an option that gives qualified new and existing customers the flexibility to lease select Smartphones and Tablets for a lower monthly cost versus purchasing the device. Lease payment varies by device and a down payment may be required and varies by customer and device. With a lease option, Sprint owns the device. At the end of a lease term, you can 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 appreciate Ms*** taking time to provide details of her experience with our Retail and Customer Service department. 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*** and the loss of her business. If we can be of further assistance related to this matter, she can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext***. I am available Monday, Wednesday, Thursday, and Friday between 7:a.mand 5:p.m., Central Time Sincerely, Katherine DExecutive Services Analyst

September 27, 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 filed by Ms*** ***. We appreciate your assistance in bringing our customers’ concerns to our attention In the information provided, Ms*** indicated her dissatisfaction with the repair or replacement options provided to her regarding her malfunctioning device, advising that she was told that the equipment would need to be sent to the manufacturer for evaluation and assistance but that we were unable to provide a loaner device for her to use during that time. To prevent her being without the use of her Sprint services that she is paying for, Ms*** requested that we replace her device at no charge with one of the same or comparable function and value We regret any difficulty Ms*** may have experienced with her device, as well as any misunderstanding that may have occurred regarding her repair or replacement options. Unfortunately, our attempts to contact Ms*** via telephone and e-mail to discuss her concerns in detail on September 14, 25, 26, and 27, 2017, were unsuccessful. We also mailed a letter to her at her address of record acknowledging our receipt of her inquiry and our need to speak with her in order to fully address her reported issuesTo date, she has not yet responded to us. Please note that Sprint does not manufacture any device associated with our services and that we are not responsible for any defects of the manufacturer. However, customers who experience device issues are welcome to take their equipment to one of our service and repair centers for evaluation and to determine what repair or replacement options may be available Our records reflect that we have replaced Ms***’s device several times via our warranty exchange process. Based on the information provided, we confirmed that the actions described by Ms*** regarding our representatives offering to send her device to the manufacturer for evaluation and possible repair or replacement appear to be valid. In addition, while our service and repair centers normally attempt to provide loaner devices to customers in those situation, those are available on a first-come first-serve basis and cannot be guaranteed. As such, we recommend that Ms*** continue working with the service and repair center staff until a loaner device becomes available. We believe that we fully address any remaining concerns Ms*** may have related to her equipment concerns, and we look forward to having the opportunity to do so. As such, if Ms*** needs assistance beyond that offered by our service and repair location staff, she is welcome to contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, extension ***. I am available Monday through Friday between 7:a.mand 4:p.m., Central Time Sincerely, *** *** Executive Services 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:This is my second complaint regarding the same issueI leased a new phone in February 2017, and was supposed to get one freeThe bill has never reflected the free phone and charges me the full amount every monthDuring this period Sprint was taking large amounts of money out of my account (it took 6mo plus but that money has been refunded)My account was taken over by another person's email address (Sprint admitted that there was fraud on the account) and it took them 6mo plus to correct the errorI called in to stop the auto pay (again, the request never gets transferred to the right department and they continue to auto pay my account) and they informed me that my bill would go up without the auto payI explained to them that I am tired of spending countless hours on the phone trying to correct my bill, and I was tired of Sprint taking too much money out of my account and then having to spends hours on the phone to correct the issue)The last time I called (a week or too ago), I was told that somebody would give me a call to correct the issues on my accountThey told me a day and time that I should be ready to answer my phone and nobody ever calledIt took me hours and two disconnections to set up the time, and nobody calledI have almost lost my job over the amount of time I spend on the phone, I am never given any credit or adjustment for my trouble, and after months my bill is still incorrect!!!!! I am furious, and their lack of attention to THEIR problems are extremely unprofessional.I would like my AAA discount to be applied to my bill (they were supposed to add it 2/2017) and refund me the amount of the discount from 2/I would like my second phone to reflect the charge, and refunds given for every month no deductedI would like HUGE credit for the countless hours (I kept track of my time on the phone, but stopped after hours) over the last months equal to one free year of serviceI would like to pay the auto pay amount without the autoopay feature
Regards,
Kristie V***

May 15, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File ***, *** ***
Sprint Account xxxxx***, *** *** Jr Sprint Case *** To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of Ms*** *** filed on behalf of the Sprint account holder, Mr*** *** Jr. We appreciate your assistance in bringing our customers’ concerns to our attention. In the information provided, Ms*** expressed dissatisfaction with the length of time taken to receive credit on her account, stating that she is still being charged for services and that the adjustment received did not reflect as a credit on her billAs a result, she is requesting assistance with the matter We regret any possible misunderstanding that may have occurred related to Mr***’s Sprint billing and the length of time to resolve this matter. Our records reflect that on February 14, 2017, Ms*** was extended credits of $1,towards the account to offset the cost of two lease devices, one that she reported lost or stolen and the new device that she activated on February 28, 2017. Per our investigative findings, Mrand Ms*** have received credits totaling $2,between their accounts ending in *** and *** During our conversation with Ms*** on May 4, 2017, she advised our office that she was to receive credits of $1,from her local retail location and that this had not occurred. Respectfully, upon our review, we were unable to justify any additional credit regarding this matter. Therefore, in an attempt to fully address this matter, we partnered with Mr*** ***, the manager at Sprint store 426, and advised him of the information referenced above. Please note that Mr*** has taken ownership of this complaint and will be working with the ***s further to bring their concerns to a mutual resolve We regret any inconvenience this matter may have caused the ***s. If we can be of further assistance related to this issue, they can contact me directly by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext***I am available Monday through Friday between 7:a.mand 3:p.m., Central Time Sincerely, LaDonna *** Executive Services Analyst

Tell us why here July 25,
Revdex.com
Ward Parkway, Suite
Kansas City, MO
Re: Revdex.com Case ***, *** ***
Sprint Account: xxxxx***
Sprint Case: ***
To Whom It May Concern:
Sprint is in receipt of the above-referenced
complaint of *** *** submitted on June 30, We appreciate your assistance in bringing our customer’s concerns to our attention
According to the information provided, Mr*** stated that he had an unfavorable customer service experience while attempting to resolve his account concernsMr*** expressed his dissatisfaction with his services being interrupted, after he remitted a payment towards his account balanceMr*** requested that Sprint review this matter and apply a credit to his account accordingly
Sprint has reviewed Mr***’s complaintWe realize that situations may arise that prevent customers from making the required payment by the due date and our Consumer Finance department can assist with payment arrangements, if availableHowever, not all payment arrangement requests can be honored
According to our records, Mr*** initiated a Chat session with our Customer Care group on June 8, 2017, and established a promise to pay for his past due account balance, which was scheduled for processing on June 21, However, Mr*** did not meet the terms of the scheduled payment arrangementAs a result, on June 22, 2017, the services associated with Mr***’s phone number ending in *** were suspendedAccordingly, Mr*** remitted a payment on June 24, 2017, which promptly restored his servicesIn addition, on June 24, 2017, our Customer Care group applied a courtesy credit to his account as indicated on the July billing statement
In order to ensure that Sprint has satisfactorily addressed Mr***’s account concerns, we must speak with him directlyWe have made multiple attempts to reach him regarding his concernsWe attempted to contact him via phone and e-mail on July and of 2017, advising him of our receipt of his complaint and our need to speak with him directlyUnfortunately, we were unable to reach him directlyTherefore, we continued with our contact efforts to Mr*** on July 13, and of 2017, without successWe look forward to speaking with Mr*** and encourage him to contact us regarding any concerns he may continue to have with his accountMr*** should have his PIN and security information available when he contacts the undersigned
We appreciate Mr*** taking the time to provide us with the details of his experience with our Customer Care groupWe are continually striving to improve the quality of service provided to our customersPlease be assured that we value Mr***’s feedback and that his concerns will be forwarded to the appropriate managerial staff for further review
We regret any inconvenience this matter may have caused Mr***If we may be of further assistance, Mr*** can reach us by calling the Executive & Regulatory Services Department toll-free at ###-###-####We are available Monday through Friday from a.mto p.m., Eastern Time
Sincerely,
/s/ Dar-Sheen ** ***
Dar-Sheen ** ***
Executive & Regulatory Services
e

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

June 1, 2017 Revdex.com Ward Parkway, Suite 401 Kansas City, MO 64114 Re: Revdex.com Case ***, *** *** Account xxxxx*** Sprint Case
*** To Whom It May Concern: Sprint is in receipt of the above inquiry. We appreciate your assistance in bringing our customers’ concerns to our attention. In the information provided, Ms*** stated that she agreed to pay the lease commitment balance on her device. However, she was charged a $Early Termination Fee in addition to the lease cancellation charges. She stated that she has not received the credit in 3-business days as promisedShe also stated she was billed prorated charges in the course of restoring the cancelled subscription. Ms*** requested that the $and prorated charges be credited 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. Effective September 19, 2014, Sprint launched the Sprint Lease program, an option that gives qualified new and existing customers the flexibility to lease select Smartphones and Tablets for a lower monthly cost versus purchasing the device. Lease payment varies by device and a down payment may be required and varies by customer and device. With a lease option, Sprint owns the device. At the end of a lease term, you can 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. Upon review of Ms***’s account, our records reflect that in the course of restoring the cancelled service on phone number ending ***, a $Early Termination Fee was generated in error on April 4, 2017. The amount later billed on her April 25, invoice after the phone number ported outSubsequently, On May 24, 2017, we credited ETF that was inadvertently billed to Ms***’s accountAs a result, the account is open and reflects a balance due of $3.96. Further, due to her resuming her account her monthly service charges were prorated. We spoke with Ms*** May 24, 2017, and provided her with the above information. Ms*** confirmed understanding and issue resolution We regret any inconvenience this matter may have caused Ms***. If she would like to further discuss this matter, she can contact me directly by calling our office toll-free at ###-###-####, extension ***. I am available Monday through Friday, from a.mto p.m., Central Time. Sincerely, Beatrice RExecutive 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: The response is totally vague, unprofessional, inconsiderate, for this company is easy to say "we referred this matter to the appropriate dept" What that means is that they don't care and they think that all complaints will be gone if they ignore themI don't trust this company , I cant imagine how their staff treats minorities, women and the elderlyhe response of this person from sprint is a joke, Please Revdex.com be the voice of a community of consumers , be the voice that brings justice to clients and to the business community Thank you very much
Regards,
Leo E***

[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,
*** ***

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

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

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

May 9, 2017 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 complaint filed by Ms*** ***. We appreciate the opportunity to address her account concerns According to the information provided, Ms*** states that she broke her phone and was never told that her account would have to be current in order for her to receive a replacement deviceAs a result, she is requesting that Sprint review this matter We attempted to reach Ms*** to discuss her concerns in detail on April 26, 2017, and May 8, and 9, 2017, by phone and email, without success. We also mailed a letter to her home address confirming receipt of her inquiry and alerting her of our need to speak with her. Unfortunately, Ms*** has not responded to us. Sprint is committed to protecting the privacy of our customers. In accordance with that commitment, we take measures to verify that callers are authorized to discuss and/or make changes to an account. Specifically, we require that each account has a PIN and that the PIN is verified by the account holder or an individual authorized to have access to the account before we can discuss sensitive account information or make any changes to the account. Therefore, Ms*** can contact us at the number provided below at her earliest convenience to complete the authentication of her account, so that we can fully address and resolve the concerns brought to our attention via your office Upon initial review of this matter, we confirmed that Ms*** ***’s wireless account xxxxx*** is currently active and reflects a positive balanceUnfortunately, Sprint does not activate new lines of service or replacement devices on accounts with an outstanding balance Our records reflect that on April 20, 2017, Ms*** activated a replacement device for her wireless lines ending ***. Based on the information received and our account review, we have been unable to confirm a Sprint error regarding this matter. However, we invite Ms*** to contact us so that we can provide our detailed account findings and to address any account concerns she may have We regret any inconvenience that Ms*** may have experienced as a result of this matter and look forward to speaking with her if there are any outstanding account concerns. I can be reached by calling the Executive & Regulatory Services department toll-free at ###-###-####, extension ***. I am available Monday through Friday from 7:a.mto 4:p.m., Central Time. Sincerely, Sean JExecutive Services Analyst

April 14,
Revdex.com
*** *** *** *** ***
Kansas City, MO
***
Re: Revdex.com File # ***, *** ***
Sprint Account: XXXXX***
Sprint Case # ***
To Whom It May Concern:
Sprint is in receipt of the
above-referenced complaint of *** *** submitted on March 31, We appreciate your assistance in bringing our customers’ concern to our attention
According to the information provided, Mr*** stated that he had an unfavorable customer service experience while attempting to address his concerns with his equipment orderMr*** stated that Sprint sent the incorrect devices when he placed the order via Sprint’s Telesales groupMr*** further stated that he participated in the IPhone Buy-One-Get-One (BOGO) promotionMr*** requested that Sprint review this matter and provide him with the correct devices and adjust his account accordingly
Sprint has reviewed Mr***’s complaintAccording to our records, Mr*** contacted Sprint’s Telesales group on March 17, 2017, to establish services with SprintAt that time, he portphone lines ending in *** and ***, purchasing two IPhone Plus 32GB devices, via Sprint’s Leasing programPlease note effective September 19, 2014, Sprint launched the Sprint Lease program, an industry-first option that gives qualified new and existing customers the flexibility to lease select Smartphones and Tablets 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 deviceWith a lease option, Sprint owns the deviceAt the end of a lease term, you can purchase the device and own it outright, return it to us, or return it to us and upgrade to the latest deviceFor further information regarding Sprint Leasing please visit www.sprint.com/leaseAt that time, Mr*** was required to remit a down payment of $63.75, per device, as reflected on the March 23, invoice in accordance to his Sprint’s Lease Agreements
We spoke with Mr*** on April 7, 2017, and discussed his account concerns and his customer service experienceAt that time, he stated that he exchanged the device associated with phone line ending in *** from the IPhone Plus 32GB to the IPhone Plus 128GB deviceHe declined our offer to assist with exchanging the device associated with phone line ending in ***, opting to keep the IPhone Plus 32GB deviceAdditionally, Mr*** accepted a credit of $to offset the Activation Fees and related taxes, as reflected on the March 23, invoiceAs for the BOGO promotional offer, it can take 2-billing cycles for the monthly service credits to be applied to the accountTo ensure Mr***’s account concerns were fully addressed, we contacted him on April 11, 2017, without successShould Mr*** require further assistance with this matter, we encourage him to contact the undersigned directly at the phone number noted below
We appreciate Mr*** taking time to provide details of his customer service experienceWe are continually striving to improve the quality of service provided to our customersPlease be assured that we value Mr***’s feedback and his concerns were forwarded to Sprint’s managerial staff for further review
We regret any inconvenience this matter may have caused Mr***If we can be of further assistance with this issue, Mr*** 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,
Hakima W
Hakima W
Executive Analyst

April 14, Revdex.com Ward Parkway, Suite 401 Kansas City, MO Re: Revdex.com Case ***, *** *** Account xxxxx***
Sprint Case *** To Whom It May Concern: Sprint is in receipt of the above inquiry. We appreciate your assistance in bringing our customers’ concerns to our attention. According to the information provided, Ms*** stated that she was quoted a bill estimate of $on March 25, 2017, but a higher amount when she spoke with another representative on March 26, 2017. She requested that we honor the quote of $monthly bill 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. We spoke briefly with Ms*** on April 4, 2017. Regrettably, we did not have the opportunity to discuss her concerns. Subsequently, we made unsuccessful attempt to contact Ms*** on April 11, 2017, to further discuss her concerns. However, we have not received a responseWe regret any inconvenience this matter may have caused. If Ms*** would like to further discuss this matter, she can contact our office toll-free at ###-###-#### extension ***. I am available Monday through Friday, from a.mto p.m., Central Time Sincerely, Beatrice R 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 provide of services, Sprint, had a representative contact me by phoneShe was rude and her tone and verbal behavior reflected a distinct level of displaced aggression. She told me she was going to record our conversation. I told her I did not mind but I would do the sameShe said "no" I do not authorize you to record our conversationSo, there was an impasse and she ended the discussion. I did not request my services to increase from $to $per line for super data. As is, we only use about 15% of the data allocated under our contract. If anything, I wanted to discuss a reduction in rate to match T-MobileBut conversation with Spring representative was not allowed in equal terms
Complaint: ***
I am rejecting this response because:
Regards,
*** ***

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