Sprint Corporation

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

September 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

June 30, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Complaint ***, *** A*** Sprint Account xxxxx***, *** *** Sprint Case
*** To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of Mr*** *** filed on behalf of the account holder, Ms*** *** submitted on June 20, We appreciate your assistance in bringing our customers' concern to our attention. According to the information provided, Mr*** stated that the account reflected a credit balance; however, his service was interrupted. Mr*** further stated that he had an unfavorable customer service experience while attempting to address his account concerns and requested to speak with Sprint’s Chief Executive Officer regarding his experience Sprint has reviewed Mr***’s complaintAs we discussed with Mr*** in June 2017, our records indicate that the prior credits issued to the account were applied towards the plan monthly recurring charges, and not the equipment charges assessed. As a result, the account reflected a past due balance for the equipment charges. Our records further indicate that the account experienced temporary service interruption for phone numbers ending in *** and ***, which was removed on June 19, 2017. In an effort to resolve this matter, on June 28, 2017, these credits were reallocated and applied to the past due equipment charges. As a courtesy, credits totaling $were applied to the account on June 19, 2017, and additional credits totaling $were applied on June 27, 2017. Unfortunately, due to scheduling constraints, our executives are not readily available to personally address customers’ concerns. However, they have established the Executive & Regulatory Services Department to address, resolve, and report these matters so that Sprint can provide the highest level of customer service We are continually seeking ways to improve the quality of service provided to our customers. Please be assured that we value Mr***’s feedback and that his concerns have been forwarded to the appropriate managerial staff for further review Sprint regrets any inconvenience this matter may have caused Mrand Ms***. If additional assistance is required, I can be reached by calling the Executive & Regulatory Services department toll-free at ###-###-####, extension ***. I am available Monday through Friday between a.mand p.m., Central Time Sincerely, Christine GExecutive Services Analyst

August 8, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case ***, *** *** Account XXXXX*** Case *** To Whom It May Concern: Thank
you for forwarding the above-referenced inquiry to our office. We appreciate your assistance in bringing our customers’ concerns to our attention. We spoke with Ms*** on August 3, 2016, regarding her concerns. We are confident her issues have been addressed and resolved. In her inquiry, Ms*** indicated she was offered promotions when adding new lines of service to her account while at a store; specifically, an offer for two free tablets. In addition, she stated she was advised her bill would be $per month and her bill is higher than what she believes she was quoted. She went back to the store for assistance and was advised a cancellation fee would apply should she cancel the tablets. She also mentioned she was told she would receive $in gift cards for a customer referral. As a result, she is requesting we review these matters Upon review of Ms***’s account, we confirmed that two tablets were added to her account on October 16, 2015, with phone numbers ending *** and ***. Each tablet is assessed a $installment equipment charge and was added to her existing family plan. The cost to add the tablets to her plan is $each. She is receiving a $credit to reach tablet that offsets the $shared plan charge. We partnered with the store manager and due to any possible misunderstanding at the point of sale, we canceled the two tablets effective the end of her current billing cycle. We ordered Ms*** two return kits and she will send the tablets back to us. We also applied credit for the tablet equipment charges, activation fees, etcfrom October to July 2016. Ms*** was on a Gigabyte family plan for her three phone lines and two tablets. On March 19, 2016, her three phone lines changed to a new plan; however, the two tablet lines of service remained on the previous plan. This resulted in Ms*** being charged for plans. To address this matter, we applied credits from March to July for the service plan set up error. As a result, the account now reflects a credit balance of $ We reviewed Ms***’s gift card referral dispute. Both the referrer and the new customer can receive a $American Express Rewards Card for each new line of service the new customer activates on or before December 31, 2016, up to $in rewards during this calendar year. More information can be found at ***. Ms*** indicated she has not referred a new customer; consequently, she is not eligible for the reward at this time At this time, we have a follow up scheduled with Ms*** to review her next invoice. We provided her with a new cost estimate and she agrees with the amount. Also, once we confirm the two tablets are returned to our warehouse, we will confirm she is not assessed a cancellation fee We appreciate Ms*** taking time to provide details of her experience at one of our stores. We are continually striving to improve the quality of service provided to our customers. Please be assured that we value customer feedback and that her concerns will be forwarded to the appropriate managerial staff for further review We regret any inconvenience Ms*** may have experienced as a result of these matters. If we can be of further assistance, she can contact the Executive & Regulatory Services department toll free at ###-###-####, extension ***. I am available Monday through Friday from 8:a.mto 4:p.m., Central Time Sincerely, Ann HExecutive Services Analyst

May 8, 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. According to the information provided, Ms*** expressed her frustration with making multiple attempts to get her $reward card as part of a switch to Sprint promotion. Ms*** has requested assistanceIn 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 web site at www.sprint.com have not deviated from the published information In our continued efforts to provide all of our customers with the best pricing possible, we cannot fulfill any verbal offers that deviate from the formal and approved published device and/or service plan pricingWe spoke with Ms*** on May 4, 2017, and addressed the multiple attempts to receive the gift card. On May 8, 2017, in an effort to quickly rectify and promote customer satisfaction, we have deactivated the gift card that was unable to be located. Additionally, we applied an adjustment of $to Ms***’s account in lieu of the gift card. With this action, Ms*** confirmed that she considers her complaint to be fully resolved On behalf of Sprint, I apologize for any inconvenience Ms*** may have experienced as a result of this concern. If we can be of further assistance, or if Ms*** has supplemental questions or concerns, she can contact me by calling the Executive & Regulatory Services department toll-free at ###-###-####, ext***. I am available Monday, Tuesday, Thursday, and Friday between 7:a.mand 5:p.m., Central Time Sincerely, Linard AExecutive Services Analyst

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

Hello, I'm writing to let you know I called Sprint and a representative named *** fully resolved my issues in the complaint. She accepted phones on return since I was in my day return period and gave me a credit on my bill for a total of $215. The store employee that
helped me and my mother was contacted and insisted that we knew we were being provided an "accessory package", but after providing Sprint with our receipt (minus any accessory information) they put the amount taken on my bill, which is acceptable. Hopefully, I caused the employee enough grief as to deter his tactics in the future.I appreciate ***'s and your company's time in assisting me. It makes me feel so much better that this was resolved and we can all move forward.Sincerely,*** *** *** (Mom says thanks too)

August 17, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Rebuttal Case ***, *** D*** Sprint Account xxxxx***, *** *** Sprint Case *** To Whom It May Concern: Sprint is in receipt of the above-referenced rebuttal of Mrs*** ***, filed on behalf of the account holder, Mr*** ***. We appreciate your assistance in bringing our customers’ concerns to our attention. In the information provided, Mrs*** expressed her dissatisfaction with our prior handling of her initial complaint. As a result, she is requesting that additional exceptions be made to accommodate her request to allow her to pay off all of her devices early, and still receive the free devices involved in our Buy One Get One promotion at no cost, with no further obligation As previously outlined, a review of our records reflects Mr*** has four month signed Installment Billing Agreements (IBA’s), one associated to each of account’s phone numbers. Accordingly, he is being billed a monthly corresponding installment charge per device. As part of our Buy One Get One Free (BOGO) promotion, two monthly service credits are being applied to offset the monthly cost of two of devices; however, the monthly IBAs for all lines participating in the BOGO promotional offer must remain active for the full length of the 24-month agreement to allow the respective BOGO credit to systematically apply. In the event that a line participating in a BOGO offer terminates an IBA or pays the IBA in full prior to fulfillment of the agreement, the BOGO promotion ceases to award During our past discussions with Mr***, we outlined our aforementioned findings. Mr*** expressed his dissatisfaction with the outlined information, stating that he believes he was verbally misinformed at the original point of sale. Although we were unable to identify a Sprint error in this matter, in an effort to resolve this matter amicably, we offered to cancel one of the four IBAs and issue an account credit to offset its accelerated payoff balance, contingent upon the corresponding line’s IBA being paid in full. Mr*** accepted our offer at that time, and Sprint considered the matter fully addressed and resolved. On August 14, 2017, we spoke with Mrand Mrs*** regarding this matter once again. While we regret their dissatisfaction with our prior handling, we explained that our position remains the same. As a result, we must respectfully decline their request for additional exceptions to be made regarding the noted billing and awarding of credits for their devices per the aforementioned terms of our BOGO device offers If we can be of further assistance, the ***s can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, extension ***. I am available Monday through Friday between 8:a.mand 4:p.m., Central Time Sincerely, Leslie *** Executive Services Analyst

January 15,
*** ***
Revdex.com
Ward Parkway, Suite
Kansas City, MO
Re: Revdex.com Inquiry ***, ***, ***
Sprint Account xxxxx***
Sprint Case ***
Dear Ms***:
Sprint is in receipt of the above-referenced inquiry of Ms***
***, which was forwarded to the Executive & Regulatory Services department for reviewWe appreciate your bringing our customers’ concerns to our attention
In the information provided, Ms*** indicates that she turned in her old devices for buyback value, and upgraded to new devices for the five lines of service on her accountHowever, she states that she was not aware that she entered into a lease agreement for each of the lines of service until she received an email notification informing her of the leasesShe believes that the upgrade was not handled properly and she is dissatisfied with the level of customer service she has receivedShe further stated that she returned to the retail store for assistance with her concerns, but the issue is not resolved to her satisfaction
We regret any misunderstanding that may have occurred regarding this issueWe communicated with Ms*** on December 24, 2015, regarding this matter and she states that her children were in the retail store upgrading the devicesShe further indicates that although she did not sign the lease agreements, she is aware that her son signed the agreements; however, she was not aware it was a leaseWe communicated with our retail store management regarding this matter who again spoke with Ms*** and explained the monthly lease charges and Ms*** acknowledged understandingAlso, a $credit was applied to her account by retail management to offset a portion of the lease charges incurred, and a $credit has been applied to her account to offset the lease device and lease cancelation charges for an iPhone Plus 64GB device that was returnedAlthough Ms*** may not agree with the monthly lease charges, she acknowledged understanding of the chargesWe attempted to follow up with Ms*** via email and phone on January 13, 2016, and again today to ensure that her issues have been addressed; however, we have not received a responseWe communicated with retail store management again today who indicated that they received a response from Ms*** today, and the only outstanding issue was the $credit to her account to offset the lease cancelation charges reflected on her December 22, 2015, invoiceAs noted, this has been done
We appreciate Ms***’s taking the time to provide us with the details of her experience with our retail store representativesWe are continually striving to improve the quality of service provided to our customersPlease be assured that we value customer feedback and that her concerns have been forwarded to the appropriate managerial staff for further review
We regret any inconvenience that Ms*** may have experienced while attempting to resolve her equipment billing concernsShould there be any additional questions or concerns, she can contact us by calling the Executive & Regulatory Services department toll-free at ###-###-####, ext***I am available Monday through Friday between
a.mand p.m., Central Time
Sincerely,
Bridgette F
Executive Services Analyst

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

While not completley accurate, much more so than priorBoth over charge issues on my account have been addressed and correctedMy only issue now is that I switched to Sprint only after seeing their advertisment suggesting that they are with in 1% reliability to ***, this simply is untrue(Sprints answer to this "I am sorry that you missunderstood the advertisment") I have to step out side my home to attempt to make calls, but to be assured proper connectivity, I am required to drive miles from my homeI do not have reliable internet, unless I use wifi services, which means that I have had to use maps and purchase a gps unit to do the job of what Sprint adverises as being within 1% of ***As stated before, I do not have much more than an IpodThe funny thing is that I have come to expect this crappy service and like I said; purchase a gps unit & rely on other peoples service to complete calls, ect.The Sprint representitive would suggest that this is an issue with my home, my locations.....Really???? I never had these issues before and now I happen to have them everywhere I go?Due to Sprints advertisment, I feel that they owe me a hard wired home phone line , and reimbursement for the GPS unit and maps purchased.
Regards,
*** ***

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards,
*** ** ***

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

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you **y update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards,
*** **

[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: Regards,*** ***,*** S: Thank you for waiting.*** S: So as promised to you under promotion you will get all benefits of 281.xx instant discount, 19.xx per month with the discount and 100.xx discount that all you will receive in - billing cycles Why is this sprint employee *** Stelling me that I am getting all of this and this *** *** from the executive offices keeps insisting that I will not? I have the entire chat transcript if you need it tell me where to send it and I willWhat *** Shas said is the lease that I signed up for, with the discountsSprint Employee *** *** seems to have a lot of misinformationwell hope this helps and if you need anything just let me knowThanks and have a great dayI am CC: this to my Attorney in this matter as wellThanks AgainLj***

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

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Thank you,
*** ***

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards,
Wallace ***

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards,
*** *** Revdex.com, yes sprint did remove a 3rd line that was never supposed to be on my account but they did not refund the money spent on aid line they also never refunded my money from a June withdrawal even after submitting my bank statement when ever I speak with someone I am just told they are waiting to hear from the store manager it takes weeks to hear from a manager they have receipts of all transactions with signatures I should of had a responseAll I was offered was a $credit when $was taken from my account not $

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