Sprint Corporation

December 15,
Revdex.com
Ward Parkway, Suite
Kansas City, MO
Re: Revdex.com
Complaint ID ***
Sprint Account XXXXX5216, Perry W*** A***
Sprint Case
***
To Whom It May Concern:
Sprint is
in receipt of the above-referenced complaint of MrPerry
W*** A***, submitted
on November 17, 2017. We appreciate your
assistance in bringing our customers’ concerns to our attention
According
to MrA***’s filing, he states that he has had an unfavorable experience
while attempting to address his service issuesHe states that he recently relocated and his
service has been poorAs a result, Mr
A*** is requesting to be released from his equipment agreements since he
feels his service is no longer reliable
Sprint
regrets that MrA*** is experiencing service issuesAs 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
We spoke
with MrA*** on November and December and 13, 2017, regarding his
concernsWe engaged our
network engineers for further investigation.
Our office is currently still
working with MrA***
toward a resolution. As a result, this inquiry will remain in escalated status in our
office
We
appreciate MrA*** for taking time to provide details of his experience with
our customer service representatives. We
are continually striving to improve the quality of service provided to our
customers. Please be assured that we
value customer feedback and will utilize this input to improve our training and
processes
We regret
any frustration this matter may have caused.
If I may be of further assistance regarding this matter, MrA*** can
contact me by calling our Executive & Regulatory Services department
toll-free at 1-844-282-8211, extension ***.
I am available Monday, Tuesday, Wednesday, and Friday between 8:a.m
and 5:p.m., Central Time
Sincerely,
LaToyaP
LaToya P
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 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,
*** ***

April 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 complaint of Mr*** *** submitted on
March 21, We apologize for any inconvenience Mr*** has experienced as a result of this matter and appreciate your assistance in bringing our customer's concern to our attention
According to the information provided, Mr*** expressed his dissatisfaction with being quoted a specific monthly service charge of $per month for the four lines of service on his accountHowever, his monthly charges have exceeded the above quoted amountMr*** requested that Sprint review this matter and honor the rate plan that was provided to him
Sprint has reviewed Mr***'s accountAccording to our records, phone lines ending in ***, ***, ***, and *** are associated with a two-year Service AgreementOur records show on March 16, 2016, the rate plan was updated to the Family Unlimited Talk/Text/Data planAs a result, Mr***'s account would be subjected to the $Subsidized Phone charge per lineIn accordance with the Terms and Conditions of our current service plans, which can be viewed via our website, www.sprint.com, we clearly and conspicuously disclosed the Subsidized Phone charge as a part of the purchase processThe Subsidized Phone charge is waived only on devices that are purchased on Lease or on Monthly Installment optionsAs a result, Mr***'s monthly service charges would exceed the $per month quoted amount
In an effort to resolve the matter, on April 2, 2016, Mr*** was offered to update his existing rate plan to the Family Shared Pack plan, which would include waiver of the Subsidized Phone charges and Access Fees waiversTherefore, his monthly service charges would approximately be $per month before applicable taxes and feesMr*** accepted our offer and was satisfied with our resolutionThis rate plan will become effective on his next billing cycle
We appreciate Mr*** for 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 this feedback and will utilize the input to improve our training and processes
If we can be of any further assistance, Mr*** can contact me by calling our Executive and Regulatory Service Department toll-free at ###-###-####I am available Monday through Friday, between a.mand 2:p.m., Central Time
Sincerely,
Robert M
Executive Services Analyst

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

Tell us why here...December 22,
Revdex.com
Ward Parkway, Suite
Kansas City, MO
Re: Revdex.com Case *** *** *** on behalf of *** ***
Sprint Account xxxxx***
Sprint Case ***
To Whom It May Concern:
Sprint is in receipt of the above-referenced inquiry of Mr*** submitted on December 3, We appreciate your assistance in bringing our customers’ concerns to our attention
According to the information provided, Mr*** expressed his dissatisfaction with the level of customer service he received from our Customer Care group during his attempts to address his billing concerns; citing that he was not receiving the appropriate credits on the accountIn addition, Mr*** expressed his dissatisfaction with the lack of coverage in his home service area of San Benito, TXTherefore, Mr*** request that Sprint review these matters and adjust his account accordingly
Sprint has reviewed Mr***’s complaintIn our effort to provide clear communication about 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 informationFurther information can be viewed on our website, www.sprint.com
According to our records, on August 16, 2016, Mr*** established service with Sprint by portiphone lines ending in *** and ***In addition, Mr*** purchased two Samsung Galaxy Sdevices via Samsung’s Buy One Get One (BOGO) promotion offer via Sprint’s Leasing 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/leasing
Additionally, on August 31, 2016, Mr*** activated phone line ending in and purchased a Sprint Slate Tablet device without cost in exchange for a two-year Service Agreement scheduled to expire on July 21, For details regarding your Service Agreement with Sprint, please visit www.sprint.com/termsandconditionsAccordingly, continuation of utilizing Sprint services is an acceptance of the new two-year Service Agreement and any future renewals or service changes that may require new service termsIf you terminate your Sprint services prior to satisfying the two-year Service Agreement applicable Early Termination Fees will apply; accordingly you may visit www.sprint.com/etf for details about Early Termination Fees
Additionally, our records show, Mr*** selected the 50% Competitor plan with $for unlimited talk and text and $for 100MB on the Tablet data planAs a result, her monthly service charges should total approximately $per month prior to related taxes and feesEffective November 20, 2015, customers porting in from select wireless carriers may be eligible to participate in the 50% competitor planTo participate in the 50% competitor plan, qualified customers must poa new line of service to Sprint during the promotional period, with non-discounted equipmentThis special half-off competitor plan pricing includes unlimited talk & text, and Data share across eligible phones and tablets through May Sprint Mobile Hotspot service contributes to shared data allowance and on-network data overage is $per gigabyteFor more information about Sprint’s 50% competitor plan promotion, please visit www.sprint.com/halfprice
We regret that the coverage in Mr***’s area may have fallen short of his/her wireless communication needs and expectationsWe 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 customersOur records reflect that Sprint provides good coverage in his local area of San Benito, TX
We spoke with Ms*** on behalf of Mr*** on December 6, 2016, and relayed the aforementioned information to herMs*** has advised us that her Sprint service has improved upon replacing her Samsung Galaxy Sdevice associated with phone line ending in ***In an effort to amicably resolve Ms***’s complaint, Sprint agreed to waive the Early Termination Fee in exchange for the return of the Slate Tablet device to our Returns warehouseTo facilitate the return of the device we have mailed a return kit to her address on fileMs*** has (14) days from the date of this letter to return the devices to Sprints’ Return warehouseMs*** has acknowledged our resolutionMs*** has expressed her satisfaction in Sprint’s effort to resolve her complaint
We appreciate Ms***’s providing details of her experience with our Customer Care representativesWe are continually striving to improve the level of service provided by our employeesPlease be assured that we value customer feedback and that this information has been forwarded to the appropriate management teams for further review
We apologize for any inconvenience this matter may have caused Ms***If Ms*** has any further questions regarding these matters, she can contact me directly by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext***, Monday through Friday, between a.mand p.m., Eastern Time
Sincerely,
/s/ Romualdo F
Romualdo F
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

[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,
*** ***

We appreciate your assistance in bringing our customers’ concerns to our attention
In her inquiry, Ms*** expressed dissatisfaction with the level of customer service received from our representatives during her attempts to discuss the balance reflected on her Sprint accountShe cited
that her device issues remained unresolved and that she was given incorrect information about the Seasonal Standby plan prior to canceling her serviceShe requested that we credit the balance and remove any negative information associated with her previous Sprint account
We appreciate Ms***’s taking the time to provide us with details regarding her recent experiences with our Customer Care representativesPlease be assured that we value customer feedback and that her concerns have been forwarded to the appropriate managerial staff
We regret any miscommunication that may have occurred regarding the stipulations of the Seasonal Standby planThis plan enables customers to have their services suspended for up to six months and pay a monthly recurring charge of $per month, plus taxes, surcharges and fees and their Account Spending Limit Program charge, if applicableThe Service Agreement is also suspended while the line of service is configured with the Seasonal Standby plan; therefore, because the Seasonal Standby plan was active from September 10, 2010, until November 10, 2010, Ms***’s service agreement fulfillment date was extended from October 2010, to December 30,
Ms*** indicated her understanding of our explanation but reiterated that the guidelines and policy for the Seasonal Standby plan were not properly explained to her prior to changing her plan or when she requested to cancel serviceTherefore, due to any miscommunication that may have been provided to her, we applied a $credit to her account to offset the Early Termination Fee, late fees, applicable taxes, regulatory charges and surchargesAs a result, Ms***’s account is now in canceled status with a zero balance, and no additional payment will be due
In addition, we contacted the third-party collections agency and requested that further collection efforts on this account be discontinuedThey will then update the credit bureaus to remove any negative reporting regarding this issuePlease allow up to days for completion of this process
We are pleased to inform you that Ms*** is satisfied with our resolutionIf we can be of further assistance regarding these matters, Ms*** can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, extI am available Monday through Friday between 8:a.mand 5:p.m., Central Time
Sincerely,
*** *
Executive Services Analyst

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

[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 ***

May 25, Sprint is in receipt of the above-referenced complaint of Mr*** ***. We appreciate your assistance in once again bringing our customers’ concerns to our attention. In Mr***’s complaint, he stated that while at one of
our retail stores, he was offered the opportunity to purchase accessories via our installment billing program. In exchange, he stated that he was told that we would receive the equivalent amount as a *** gift card. Mr*** stated that he has not received the *** gift card to date. Upon receipt of Mr***’s complaint, we forwarded to the retail store for review. We have been advised by the store manager that Mr*** should receive a $*** gift card within the next six weeks. We appreciate Mr*** taking the time to provide us with the details of his experience with our retail team. 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 If Mr*** has any further questions regarding this matter, he can reach 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, Kala C Executive Analyst

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

May 19, Revdex.com Ward Parkway, Suite 401 Kansas City, MO Re: Revdex.com Case ***, *** *** Account xxxxxx*** Sprint Case
*** To Whom It May Concern: Sprint is in receipt of the above referenced inquiry. We appreciate your assistance in bringing our customers’ concerns to our attention. According to the information provided, Ms*** stated that she was told a $credit would be applied to her account for the two devices turned in for buyback. She stated that she has made multiple contacts to make sure she received the credit that was promised; however, the concern remained unresolved after months. Ms*** is requesting the $buyback credit applied to her account as promised, along with some form of apology Our records reflect that on September 8, 2016, Ms*** traded in two devices for account buyback creditShe was supposed to receive $account credit per device, totaling $200. However, due to an omission the $credit was not applied. Subsequently, we processed the full $credit to Ms***’s account on May 16, On May 18, 2017, we contacted Ms***, and provided her the information above. We also informed her that the $was applied first towards her $account balance, after which she was left with a remaining account balance of $57.74. She confirmed issue resolved. We regret any inconvenience this matter may have caused. If Ms*** has further concerns, she can contact our office toll-free at ###-###-####. I am available Monday through Friday, from a.mto p.m., Central Time Sincerely, Beatrice R Executive Services Analyst

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

September 8, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Complaint *** Account XXXXX***, *** *** ***-*** Case *** To Whom
It May Concern: On August 24, 2016, Sprint received an inquiry submitted by your office on behalf of *** *** ***-***. According to the information provided, Ms***-*** deposited a refund check that was stopped by Sprint due to an address change. Ms***-*** is requesting a replacement refund check and reimbursement for the return fee assessed by her bank. We appreciate your assistance in bringing Ms***-***’s concerns to our attention We regret any inconvenience Ms***-*** may have experienced while attempting to resolve her concerns. On September 7, 2016, we contacted Ms***-*** regarding her concerns. At that time, we confirmed that we are processing another refund in the amount of $to be sent to Ms***-*** via FedEx 3-day delivery. Additionally, we have processed a refund of $to reimburse her for the fee assessed by her bank for the refund check that was returned. If additional assistance is required, please contact me by calling the Executive & Regulatory Services department toll-free at ###-###-####, extension ***. I am available Monday through Friday between 8:a.mand 4:p.m., Central Time Sincerely, Susan FExecutive Services Analyst

April 28, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case ***, *** *** Account XXXXX*** Case *** To Whom It May Concern: Sprint is in receipt of the rebuttal of Mr*** *** regarding his Sprint account. We appreciate your assistance in bringing our customer’s concerns to our attention. In his rebuttal, Mr*** reports that when he acquired service with Sprint, he was offered a Buy One, Get One (BOGO) promotional credit to off-set the monthly lease installment for two of the iPhone 6s devicesHe stated that he called Sprint on several occasions regarding billing concerns and subsequently canceled his service. Mr*** states he was informed that he owes $3,for the charges for the devices. Mr*** is requesting that we refund him $for the devices that should have received the BOGO promotional credit We spoke with Mr*** and corresponded with him via email on March 28, 2017. Mr*** stated that he was not informed that the devices associated with the BOGO promotion, lines ending in *** and ***, would be charged lease cancellation charges and device purchase charges when the numbers were ported out and the associated Lease Agreements canceledWe previously informed Mr*** of the requirements of the BOGO promotion, one being that to maintain the credit for the device receiving the BOGO promotional credit, both devices are required to remain on active lease agreements. Mr*** believes that he did not receive complete information regarding the BOGO promotion at the point of saleTherefore we credited the Lease Device Purchase charges for the two devices associated with the BOGO promotion as a courtesyWe extended a further courtesy and applied a credit of $for line ending in *** and $for line ending in ***Mr*** requested that we waive the remaining charges for the lines associated with the BOGO promotionUnfortunately we were unable to honor that requestMr*** still insists that we provide him with a $creditUnfortunately we were unable to honor that requestWe have reviewed his account and find that all remaining charges on his account are valid If I may be of further assistance with this matter, Mr*** can reach me by calling Sprint’s Executive and Regulatory Services Department toll-free at ###-###-#### ext***. I am available Monday, Tuesday, Thursday and Friday between 7:a.mand 5:p.m., Central Time Sincerely, Leland *** *Executive Services Analyst

Executive & Regulatory Services POBox 169014, Irving, TX July 26, 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 above-referenced complaint of Ms*** ***. We appreciate your assistance in bringing our customers’ concerns to our attention. In her complaint, Ms*** stated that her monthly invoice does not reflect a Loyalty credit for her fifth line of service as she was informed. She has requested a $credit in lieu of the monthly Loyalty credit. We attempted to contact Ms*** by telephone and e-mail on July and 21, 2017, to discuss this matter in detail. Unfortunately, we were unsuccessful. However, to address her concern in a timely manner, we have reviewed our account records. Our records reflect that Ms*** activated her line of service ending *** in December 2016. Unfortunately, this line of service was not eligible for Loyalty credits. However, to resolve this matter, a $credit was applied to her account on July 14, 2017, in lieu of the monthly Loyalty credit. If Ms*** still requires assistance, we look forward to speaking with her and encourage her to contact usMs*** should have her PIN and security information available when she contacts us I can be contacted directly by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext***. I am available Mon*** through Fri*** between 9:a.mand 5:p.m., Central Time Sincerely, Terrence MExecutive Services Analyst

May 12,
Revdex.com
Ward Parkway, Suite
Kansas City, MO
Re: Revdex.com Case ***, *** ***
Sprint Case ***
To Whom It May Concern:
Sprint is in receipt of the above-referenced inquiry of Ms*** *** regarding
Sprint account XXXXX***We appreciate your bringing our customers’ concerns to our attention
In the information provided, Ms*** described unfavorable customer experiences from our representatives during her attempts to address a refund concern, stating that Amazon Prime charged her bank account to subscribe to their membership although she believed that she accepted their membership through a promotion offered by SprintAs a result, she requested an explanation and that we process a refund for the cost of the membership processed by her bank from Amazon along with the overdraft fees that she incurred as a result of that transaction
We appreciate Ms***’s taking time to provide details of his experiences with our retail and Customer Care representativesWe are continually striving to improve the quality of service provided to our customersPlease be assured that we value customer feedback and will utilize this input to improve our training and processes
We regret any misunderstanding that may have occurred related to the referenced promotionDuring our May 2, 2017, conversation with Ms*** and her mother, Ms*** ***, we explained that we are unable to process a refund for a transaction that was processed by another company; therefore, she would need to dispute that transaction directly with Amazon
Ms*** indicated her understanding of our explanation but reiterated that the referenced information was not properly explained to her during her interactions with our retail and Customer Care departmentTherefore, in an effort to resolve her concerns and as a gesture of goodwill, we applied one-time credits totaling $to her account in lieu of a refund, which she acceptedThose credits will be reflected on her next invoice
We are pleased that Ms*** accepted our response and we were able to reach an amicable resolutionIf we can be of further assistance regarding these matters, she can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, extension ***I am available Monday through Friday between 9:a.mand 5:p.m., Central Time
Sincerely,
Tiffany G
Executive Services Analyst

February 16, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Complaint ***, *** *** Account xxxxx*** 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' concern to our attention. According to the information provided, Ms*** is requesting Sprint to unlock her iPhone device. She states that the device was paid in full; however, her device remains locked. As a result, she is seeking assistance with this matter Unlocking a device is a general term that refers to one or more types of device unlockingMSL unlocking refers to providing an MSL code in order to disable software that sets device parameters and prevents the device from activation on a different networkUnlocking also refers to enabling the SIM slot of the device to allow another carrier’s SIM card to be inserted (either domestically or internationally)Unlocking a device will not necessarily make a device interoperable with another carrier’s network. In other words, a device designed for one network is not made technologically compatible with another network merely by unlocking it. Additionally, unlocking a device may enable some functionality of the device but not all (e.g., an unlocked device may support voice services but not data services when activated on a different network). Additional information about unlocking may be found at www.sprint.com/unlock Sprint will unlock a device under the following circumstances: Any associated service agreement, Installment Billing Agreement, or Lease Agreement has been fulfilled, including payment in full of any applicable Early Termination Fees or end-of-lease/installment billing purchase options The associated account is in good standing The device has not been reported as lost or stolen, associated with fraudulent activity, or otherwise flagged as ineligible to be unlocked The device has been active on the Sprint Network, currently or in the past, for a minimum of days We have confirmed that Ms*** iPhone device associated with phone number ending in *** is eligible for SIM unlocking. Please be advised that we spoke with Ms*** and advised her that SIM unlocking was transmitted to her device We regret any inconvenience this matter may have caused Ms***. If I can be of further assistance, Ms*** can contact me by calling the Executive & Regulatory Services department toll-free at ###-###-####, ext***. I am available Monday through Friday, between a.mand 4:p.m., Central Time Sincerely, Alethea BExecutive Services Analyst

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Revdex.com,We have received our money back. Thank you! They specifically worked on our case because of your message to them. They
tried to make it right but once again their customer service was very poor. I am glad to say thank you to your staff and to be free of Sprint