Sprint Corporation

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

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]
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***

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

June 26, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Inquiry ***, *** E*** *** Sprint Account xxxxx***
Sprint Case *** To Whom It May Concern: We appreciate your assistance in bringing the concern of Ms*** *** *** to our attention. We regret any inconvenience that she may have experienced in this matter. According to the information provided in the complaint, Ms*** disputes charges reflected on her account. She states that our Telesales representative advised her that the monthly charges will be $for her account’s four lines of service. She also states that she was charged approximately $on her first invoice which she also disputesShe states that she was advised that a discount would be applied to offset charges assessed on her first invoice. Ms*** requests an account credit to offset one or two months of service in regard to the matterShe also indicates that she anticipates receiving Sprint’s Buyout Reward Card in accordance with her discussion with our Telesales representative. In our effort to provide clear communication about our devices, features, promotions and pricing, Sprint publishes an overview and our retail brochures, displays, partner stores, and website at www.sprint.com have not deviated from the published information. In our continued efforts to provide all of our customers with the best pricing possible, we cannot fulfill any verbal offers that deviate from the formal and approved published device and/or service plan pricing During our discussion with Ms*** on June 26, 2017, she indicated that she received information from our Customer Service representative regarding the charges being assessed to her account subsequent to submitting the above-referenced inquiry. She stated that the charges assessed on her account are in accordance with her understanding. She also stated that she is looking forward to receiving Sprint’s Buyout Reward Cards in accordance with her discussion with our Telesales representative. We advised her that we would like to discuss our review of the account records in detail with her. She advised us that she will contact us back at a later time to discuss the matter. According to our review of the account records, Sprint’s $Unlimited Talk, Text and Data promotional plan is provisioned on her account for her four lines of service. Our review also indicates that the above-referenced promotional plan requires that Autopay be established on the account to receive the $in monthly plan savings that are reflected in the $service plan. Additionally, our review of the account indicates that the June invoice reflects valid charges of $for charges assessed for the initial two lines of service established on the accountWe advised Ms*** that we will need to discuss the phone cancellation charges incurred from her previous carrier in order for us to confirm that Sprint’s Buyout Reward Card(s) are being processed in accordance with her anticipation. If Ms*** needs further assistance with this matter, I can be contacted by calling the Executive & Regulatory Services department toll-free at ###-###-####, ext***. I am available Monday through Friday between 7:a.mand 3:p.m., Central Time Sincerely, Patricia SExecutive Services Analyst

July 7,
Revdex.com
Ward Parkway, Suite
Kansas City, MO
Re: Revdex.com File ***
Sprint Account XXXXX***, *** ***
Sprint Case ***
To Whom It May Concern:
Sprint is in receipt of the above-referenced inquiry filed by Mr***
***We appreciate your assistance in bringing our customers’ concern to our attention
In his inquiry, Mr*** has requested clarification regarding Sprint’s unlocking policies regarding one of his devices activated on Sprint's networkMr*** stated that he requested to unlock his device previously; however, his request was denied due to financial obligationsMr*** has indicated that he would like the device unlocked for use on another international carrier’s network
Unlocking a device is a general term that refers to one or more types of device unlockingMSL unlocking refers to providing an MSL code in order to disable software that sets device parameters and prevents the device from activation on a different networkUnlocking also refers to enabling the SIM slot of the device to allow another carrier’s SIM card to be inserted (either domestically or internationally)Unlocking a device will not necessarily make a device interoperable with another carrier’s networkIn other words, a device designed for one network is not made technologically compatible with another network merely by unlocking itAdditionally, unlocking a device may enable some functionality of the device but not all (e.g., an unlocked device may support voice services but not data services when activated on a different network)Additional information about unlocking may be found at www.sprint.com/unlock
Sprint will unlock a device under the following circumstances:
• Any associated service agreement, Installment Billing Agreement, or Lease Agreement has been fulfilled, including payment in full of any applicable Early Termination Fees or end-of-lease/installment billing purchase options;
• The associated account is in good standing;
• The device has not been reported as lost or stolen, associated with fraudulent activity, or otherwise flagged as ineligible to be unlocked; and
• The device has been active on the Sprint Network, currently or in the past, for a minimum of days
We confirmed that Mr***’s Apple iPhone SE associated with phone number ending *** is eligible for SIM unlockingPlease note that the SIM unlock information was transmitted to the device in question on July 6,
If we may be of further assistance with this matter, Mr*** can reach me by calling the Executive & Regulatory Services department toll-free at ###-###-####, extI am available Monday through Friday from a.mto p.m., Central Time
Sincerely,
Lori K
Executive & Regulatory Services Analyst

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)

December 29,
*** ***
Kansas City Revdex.com
Ward Parkway, Suite
Kansas City, MO
Re: Revdex.com Case ***, *** ***
Sprint Account # xxxxx***
Sprint Case # ***
Dear Ms***:
This is in
response to the letter received by our organization submitted on December 23, 2015, regarding Ms*** ***We appreciate your assistance in bringing our customers’ concerns to our attention
In Ms***’s filing, she expressed her dissatisfaction with the level of customer service she received from our Customer Care group when she attempted to address a payment issueMs*** cited that the end-user on her account contacted our Customer Care group to establish a payment arrangementHowever, the funds for the payment arrangement were debited from her financial institution prior to the agreed date of the payment arrangementMs*** expressed further dissatisfaction with the inability to receive a refund for the disputed paymentAccording to Ms***, she was informed by our Customer Care group that a refund of $would be processed and refunded to her financial institution within to daysMs*** requested that Sprint review this matter and provide her with a refund of $
We appreciate Ms***’s taking the time to provide us with details of her experience with our Customer Care groupWe are continually seeking ways to improve the quality of service provided to our customersPlease be assured that we value customer feedback and that these concerns have been forwarded to the appropriate managerial staff for further review
Sprint has reviewed Ms***’s complaintWe regret any possible misunderstanding that may have occurred relating to Ms***’s referenced paymentAfter a review of this matter, we confirmed that a $payment was manually processed on December 9, 2015, via our Interactive Voice Response systemAdditionally, our records do not reflect that Ms*** contacted our Customer Care group to request a refundFurthermore, we confirmed a payment arrangement of $was established on December 10, 2015, which was scheduled for December 17, Ms*** failed to honor the payment arrangement and her services were suspended on December 21, for non-payment
Currently Ms***’s Sprint account is suspended with a past due balance of $As of December 24, 2015, Ms***’s Sprint account is days past dueDue to the current balance owed and the debt age of her balance, we must respectfully decline her request to provide her with a refund of $
On December 24, 2015, we spoke with Ms*** and provided with our findings and positionDuring our conversation, Ms*** was informed that she would need to remit a payment in full in order to restore service
To amicably resolve this matter, once Ms*** remits payment to restore her Sprint service, as a courtesy we will apply a $service credit to her account and waive the $reconnection feeMs*** stated she is in agreement with the resolution
We regret any inconvenience these matters may have causedIf we may be of further assistance with these matters, you or she 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., Eastern Standard Time
Sincerely,
Ty-*** ***
Executive Services 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

June 5, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case ***, *** K*** Sprint Account xxxxx*** Sprint Case *** To
Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of Ms*** K***. We appreciate your assistance in bringing our customers' concerns to our attention. In the information provided, Ms*** states that when she cancelled the service on her account, she was advised that she would be able to make payments to payoff the final balance. Ms*** states that she made a payment on April 20, 2017, and that she was advised that she had until May 4th, to pay off the remaining balance; however, the account was later referred to an outside collection agency before the aforementioned date. As a result, Ms*** is requesting the removal of any negative reporting from her credit. Based on the information received from Ms***, she also states that she had an unfavorable customer experience while attempting to address her concerns We regret the circumstances that led to Ms***’s filing of this complaint. We further regret the circumstances which led to her decision to cancel her Sprint service. Our records reflect that Ms*** cancelled her Sprint service on March 26, 2017, which resulted in the associated lease to cancel and its remaining lease balance and cancellation charges to be assessed to her account. As a result, the amount of $was due immediately. Ms*** contacted our Customer Care department on April 20, 2017, to make a payment of $100; however, the aforementioned payment applied towards the February invoice, which was already in a delinquent status. Our account records reflect that Ms*** also requested a payment arrangement for the remaining outstanding balance; however, one was not setup. As stated in our Terms and Conditions of Services, payments are due upon receipt and although our Finance department may, at times, assist with payment arrangements due to situations that may arise, not all payment arrangement requests can be honored. As a result of the final balance not being paid in full, the account was referred to an outside collection agency on May 2, 2017, as part of our collection process. On May 5, 2017, Ms*** made a payment for the final balance in full, therefore removing it from collectionsAs a result, this debt has been updated to Paid in Full (PIF). We spoke to Ms*** on May 15, 2017, and explained the aforementioned findings and confirmed the zero final balance. Ms*** expressed her understanding of the outlined information; however, she expressed her dissatisfaction with her customer experience while she attempted to settle the account balance We appreciate Ms*** for taking the time to provide us with details of her recent customer service experience. We are continually striving to improve the quality of service provided to our customers. Please be assured that we value customer feedback and will utilize this input to improve our training and processes We regret any inconvenience this matter may have caused Ms***. For further assistance, I can be reached by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####, extension ***. I am available Monday through Friday between 8:a.mand 4:p.m., Central Time Sincerely, Leslie *** Executive Services Analyst

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

May 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

March 10, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Inquiry ***, *** S*** Sprint Account xxxxx*** Sprint Case *** To Whom It May Concern: Sprint is in receipt of the subsequent inquiry filed with your office by Mr*** ***, and we appreciate the opportunity to address his concerns once again. Based on the information provided in the inquiry, Mr*** states that he does not see the credits on his account that we discussed in February for his iPad and Samsung phoneTherefore, he is requesting that we review this matter We contacted Mr*** on March 7, 2017, and provided an explanation on the account credits that were applied. We advised him that the lease agreement for the iPad was canceled, and we waived the $accelerated equipment charge. Because we waived it, the charge and credit are not reflected on his accountIn addition, charges for the Samsung SM Jphone were credited back to his account, and they are reflected on the first page of his March invoice. And last, this invoice does not reflect a monthly payment for this device because we removed the Installment Billing Agreement for the device. Mr*** understood and stated that he considers this matter closed. We regret any inconvenience Mr*** may have experienced trying to resolve his concerns. If he needs further assistance with this matter, I can be contacted 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, Michal MExecutive 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

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, I have accepted the resolution, although it seems to be serving mostly the companyI understand the company has no policy with regards to making up for billable time and wasted resources that the costumers needs to invest in solving various issues, especially when the issues are created by the company itself, so there'd be no point in further pursuing this issue when it'll cost me more time and resourcesAs a costumer I don't feel at all protected and these are matters that definitely need to pass on to lawmakers and regulators.
Regards,
*** ***

June 15, To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of Ms*** *** submitted on June 5, We apologize for any inconvenience Ms*** has experienced as a result of this matter. We appreciate your
assistance in bringing our customer’s concern to our attention According to the information provided, Ms*** expressed her dissatisfaction with an outstanding balance reflected on her Sprint account after she cancelled service, which was subsequently forwarded to an outside collections agencyMs*** stated that she cancelled her service due to the lack of coverage after moving to a rural area and explained that her device was frequently roamingMs*** requested that Sprint review this matter and adjust her account accordingly Sprint has reviewed Ms***’s complaintWe regret that the coverage in Ms***’s area has fallen short of her expectations. We constantly monitor our network for service and capacity-related issues, and work diligently to address any issues we identify or are brought to our attention by our customers Our records show Ms*** established service with Sprint on August 27, 2004, and activated phone line ending in ***On February 7, 2015, Ms*** purchased an LG Gdevice at discounted pricing in exchange for two year Service Agreement. At the time of activation, Ms*** would have been provided with a clear disclosure of the key terms of her service plan, including the two-year Service Agreement for each line, and the assessment of the Early Termination Fees per line of service if she cancelled prior to the end of that two-year period We confirmed on July 13, 2015, Ms*** ported-out phone line ending in *** to another wireless service provider prior to the fulfillment date of the Service Agreement. As such, her account was assessed an Early Termination Fee of $plus related taxes, fees and surcharges as reflected on the August invoice, leaving her account closed with an outstanding balance of $The balance represents monthly service charges, Early Termination Fees, late fees and related taxes, fees and surcharges. Subsequently, her account was forwarded to an outside collection agency due to the non-payment of her Sprint account Upon further review of Ms***’s account, we confirmed that the address on file is different from the address provided in the complaintWhile we would expect Ms*** to have received adequate reception at the location on file, some of the areas that Ms*** stated she traveled to, including the address she provided in her complaint, are areas where roaming may be expectedAlthough Sprint considers this balance to be valid, taking into consideration the information provided by Ms***, as a courtesy and in an effort to provide a satisfactory and mutual resolution, Sprint spoke with Ms*** on June 10, 2016, and offered a total credit of $to offset the Early Termination Fee, applicable taxes and fees as well as one of the monthly service fees reflected on her account, leaving her responsible for the remaining balance of $Ms*** confirmed that she was satisfied with this resolution If we can be of further assistance with this matter, Ms*** can contact the Sprint Executive & Regulatory Services Department toll-free at ###-###-####I can be reached directly at extension ***I am available Monday through Friday between a.mand p.m., Central Time Sincerely, *** *** *** *** Executive Services Analyst

March 10,
Kansas City Revdex.com
Ward Pkwy, Suite
Kansas City, MO
Re: Revdex.com File# ***, *** ***
Sprint Account xxxxx***
Sprint Case ***
To Whom It May Concern:
Sprint is in receipt of the above-referenced complaint for
*** ***This complaint was served to Sprint on February 25, We appreciate your assistance in bringing our customers’ concerns to our attention
According to the information provided, Ms*** expressed her dissatisfaction with the level of service she received from our Customer Care group while attempting to address her billing concernsMs*** states that she is being charged $19.99, per line on the Everything Data Share planAlso, Ms*** stated that upon upgrading two devices via our Lease program, she was advised that her account was eligible for the Loyalty programFurthermore, she was advised that each device would incur a $monthly lease chargeHowever, her invoices reflect a $monthly lease charge, per lineTherefore, Ms*** requested that Sprint review this matter and update her Lease Agreements
We assure you that Sprint is committed to providing excellent service on every contact, with every customerPlease be advised that we take every inquiry seriously and we appreciate Ms***’ feedback
Sprint has reviewed Ms***’ complaintOur records reflect that phone numbers ending in and were enrolled in the Everything Data Share plan on May 11, and July 16, 2014, respectivelyAs such, the cost is $for the Everything Data Share plan, $Premium Data acharge, per line and an additional $for her second lineAdditionally, Ms*** receives a 15% Corporate Discount and two, $Loyalty Discounts on her monthly invoicesAlso, Sprint has reviewed her January through February invoices and no billing errors were identified
Furthermore, on March 25, 2015, our records reflect that Ms*** contacted Sprint to upgrade phone numbers ending in and At that time, Ms*** was offered the option to upgrade both devices for $each, per month via our Lease programMs*** agreed to the aforementioned offer; however, due to her account reflecting a past due balance, Sprint was unable to complete the sales transactionOn March 31, 2015, Ms*** contacted Sprint again and upgraded phone numbers ending in to a Samsung Galaxy Note device and to an iPhone Plus device via our Lease programUpon the completion of the upgrades, Ms*** was advised that Sprint would waive the two, Upgrade-Activation Fees and shipping chargesSprint’s Leasing program allows customers to purchase an eligible smartphone or basic phone with a variable down payment, depending on device, and agree to 12, 24, or monthly installment payments for the deviceIf the service associated with a leased device is canceled prior to fulfilling its allotted monthly payments, the remaining cost of the device will be billed to the customer as a one-time chargeMore information regarding the Lease program is available at our website, www.Sprint.com/LeaseFurthermore, our records reflect that Ms***’ April invoice reflects two, $Loyalty program discounts
On March 10, 2016, we spoke with Ms*** and relayed the aforementioned informationAlthough no billing or sales errors were identified, in an effort to resolve Ms***’ concerns, Sprint applied a partial adjustment of $to offset a portion of the two, monthly lease charges during its month service termAdditionally, Sprint applied a partial adjustment of $to offset a portion of the monthly charges reflected on the February invoiceThe aforementioned adjustments will be reflect on the April invoiceMs*** has expressed her satisfaction regarding the resolution of her concernsWe regret any inconvenience this matter may have caused Ms***
If we can be of further assistance with this issue, Ms*** can contact me by calling our Executive & Regulatory Services Department toll-free at ###-###-####, ext***I am available Monday through Friday between a.mand p.m., Central Time
Sincerely,
Chanda L
Executive Services Analyst

May 5, 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*** advised that she contacted customer service to cancel her account and all she wants to do is cancel her service and pay her final bill We regret any frustration that Ms*** may have experienced regarding her billing concernsWe attempted to contact Ms*** via the e-mail provided, *** on April 25, 27, and May 2, and 4, 2017, to discuss her complaint in detail, but we were unable to reach her. We also mailed a letter to the address on file on May 2, 2017, asking Ms*** to contact 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 authorized to have access to the account before we can discuss sensitive account information or make any changes to the account. 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 Tuesday, Thursday and Friday between 7:a.mand 5:p.m., Central Time Sincerely, Shola AExecutive Services Analyst

January 28,
*** ***
Revdex.com
Ward Parkway, Suite
Kansas City, MO
Re: Revdex.com Case ***, *** ***
Sprint Account XXXXX***, Jeffrey ***
Sprint Case
Dear Ms***:
Sprint is in receipt of the above referenced inquiryWe appreciate your assistance in bringing our customers’ supplemental concern to our attention
According to the information received, Ms*** stated that she did not receive a call from our office regarding her original complaint
We spoke to Mr***, who is the account holder, on January 25, He stated that he now understands the requirements of our Switch to Sprint promotion and that because there was no Early Termination Fee for one of his lines, he did not qualify for the additional ETF Buyout Reward cardHe stated that he was dissatisfied with the length of time it took to receive the cards and with the conflicting information he receivedWe appreciate Mr***’s feedback which has been forwarded to the appropriate managerial staff for review
We regret any inconvenience these matters may have causedIf we can be of further assistance, we can be reached at the Executive & Regulatory Services department toll-fee at ###-###-####I am available Monday through Friday, between 9:a.mand 5:p.mCentral Time
Sincerely,
Sharon R
Executive Services Analyst

July 15, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case ***, *** *** Sprint Account *** *** Sprint Case: *** To Whom It May
Concern: This is in response to the letter received by our organization on July 5, 2016, regarding Ms*** ***. We appreciate your assistance in bringing our customers’ concerns to our attention According to the information received, Ms*** stated that unauthorized device was activated on her Sprint account. She is requesting we review her account and take the appropriate action. In addition, she is requesting compensation to her account Sprint is committed to protecting the privacy of our customers. In accordance with that commitment, we take measures to verify that anyone 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 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 Sprint has reviewed Ms***’s complaint and investigated her concerns. According to our records, someone visited a third-party retail store, on May 7, 2016, verified the account’s security PIN, and activated a new line of service with a lease agreement on Ms***’s account. To resolve this matter, on July 6, 2016, we sent Ms*** a return label, to the mailing address on her Sprint account. Once the device purchased on May 7, is received in our warehouse, we will cancel the associated phone number and Lease Agreement. In addition, we will apply credits to her account to reverse all the charges assessed to that line of service On July 6, 2016, we spoke with Ms*** and apologized for any inconvenience she may have experienced as a result of this matter. Ms*** also was informed of our finding and our resolution. During the call, Ms*** requested compensation for time spent getting this issue resolved. Sprint appreciates Ms***’s business; however, as per our Terms and Conditions, Sprint is not required to provide compensation to its customers in an effort to resolve the concerns that are brought to our attentionHowever, as a gesture of goodwill, we offered to apply a $courtesy adjustment to Ms***’s account for any inconvenience this matter may have caused. At that time, Ms*** declined our offer. If Ms*** decides to accept the offer, we urge her to contact the undersigned at her earliest convenience. These offers are valid for a period of days from the date of this response. If I can be of further assistance, you may contact me directly by calling Sprint’s Executive & Regulatory Services department toll-free at ###-###-#### Ext***. I am available Monday through Friday from a.mto p.m., Eastern Time Sincerely, Hakima WHakima W Executive Service Analyst