Sprint Corporation

[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.All complaints have been resolved
Regards,
*** ***

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

April 2, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Inquiry ***-Rebuttal, *** *** Sprint Account xxxxx Sprint Case *** To Whom It May Concern: Sprint is in receipt of the above-referenced rebuttal of Mr*** ***. We appreciate your assistance in bringing our customers’ concerns to our attention and regret the circumstances that led to Mr***’s contacting your agency once again. In his rebuttal, Mr*** acknowledged that his previously-reported billing dispute was fully addressed and resolved. However, he expressed his belief that additional compensation for his time is warranted We appreciate Mr***’s taking time to provide details of his experiences with our sales and Customer Care representatives, as we are continually striving to improve the quality of service provided to our customers. During our April 3, 2018, conversation with Mr***, we explained that, as outlined in our Terms and Conditions of Service, we do not provide compensation to customers for time spent addressing disputes or concerns. However, although we respectfully declined his $compensation request, we offered to apply a $service credit to his account to offset a portion of his most-recent invoice balance as a courtesy Mr*** accepted our offer, and we applied the credit to his account as agreed. Please be assured that Sprint has no higher priority than our customers. We are aware that the telecommunications industry is extremely competitive, and we realize that the quality of products and the level of customer service we provide will define our successAs such, we appreciate Mr***’s continued business We regret any inconvenience this matter may have caused Mr***. If further assistance with this matter is needed, he can contact me directly by calling our Executive & Regulatory Services department toll-free at 1-844-282-8211, ext***. I am available Monday through Friday between 7:a.mand 4:p.m., Central Time. Sincerely, Sean Jones Executive Services Analyst

Tell us why hereJanuary 26, 2017 Revdex.comWard Parkway, Suite 401Kansas City, MO 64114 Re: Revdex.com File ***, *** *** Account XXXXX*** Sprint Case *** To Whom It May
Concern: Sprint is in receipt of the above-referenced inquiry of Ms*** ***, an authorized account user on Mr*** ***’s closed Sprint account. We appreciate your assistance in bringing our customers’ concerns to our attention. In her inquiry, Ms*** described unfavorable customer experiences during her attempts to resolve a billing dispute related to Mr***’s Sprint account, advising that his past-due Sprint account balance was referred to an outside agency for collection although we advised him that we would extend his payment due date. Ms*** requested that we remove this matter from collections status and ensure that no negative information related to this matter is reflected on Mr***’s credit report. We regret any misunderstanding that may have occurred related to Mr***’s referenced past-due balance and Sprint account status. During our conversation with Ms*** on December 26, 2016, we explained that, although we are unable to confirm any error on the part of Sprint related to Mr***’s past-due account balance, we would updated his account to hold all collections activity for up to days to allow time for her or Mr*** to remit payment of the past-due amount. Ms*** contacted us on January 6, 2017, to advise that she remitted payment of Mr***’s account balance in full. We confirmed that the $1,payment posted to his Sprint account on that day. As a result, his account is in closed status with a zero balance. Further, we identified that no negative reporting related to this matter was forwarded to any credit bureau We appreciate Ms***’s taking time to provide details of her and Mr***’s experiences with our retail and Customer Care 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 inconvenience the ***s may have experienced as a result of these concerns, as well as the loss of their business. If we can be of further assistance with these issues, Mror Ms*** can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext***. I am available Tuesday through Friday between p.mand p.m., Central Time Sincerely, Brandon HAssociate AnalystBH/ms

June 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 rebuttal of Ms*** ***We appreciate your assistance in bringing our customers’ concerns to our attention and regret the circumstances that led Ms*** to contact your office once again. In the additional information provided, Ms*** stated her issue has not been resolved. She further advised that she believes Sprint is liable for the software upgrade issue by Samsung, as Sprint sells their product. She is requesting that we replace both her devices to a different model at no cost During our conversation with Ms*** on June 7, 2017, she advised that she did not receive the replacement device that we sent to herWe agreed to send another device and offered to cancel the lease on her device and her fiancé’s line ###-###-####We also credited the end of lease (EOL) charge. Ms*** accepted our offer and thanked us for our help We regret any inconvenience these matters may have caused Ms***. If we can be of further assistance with this issue, or if Ms*** has additional questions regarding this matter, she can contact me directly 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

July 18, 2017 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 of *** *** submitted on June 17, 2017. We appreciate your assistance in bringing our customers’ concerns to our attention Mr***’s filing expressed her dissatisfaction with the lack of coverage in his home service area of Hartland, WI. As a result, he returned his device within Sprint’s day Satisfaction Guarantee return period. However, Mr*** believes that he is due a refund for the Activation Fee and restocking feeTherefore, Mr*** requested that Sprint review this matter and process a refund to him accordingly Sprint has reviewed Mr***’s complaint. We spoke with Mr*** on July 3, 2017, to discuss the details of his complaintAt that time, we advised him that his concerns would be reviewed and we would follwith her accordingly We regret that the coverage at Mr***’s billing address 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. Our research into this matter determined that his home address in Hartland, WI is within Sprint’s “good” coverage area Please note that as stated in our Terms and Conditions of Service, which can be viewed on our website, www.sprint.com, the 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 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. Customers can return device or accessories to the point-of-sale within that time period for a full refund or exchange (providing that the equipment is in good condition and all parts are returned in full). Additionally, Sprint will refund the device purchase price and any down payment, as well as any installment billing or lease payments made to date, including any monthly recurring charges, Activation Fee, and all associated taxes and fees, and Sprint will waive any Early Termination Fees, any remaining installment billing balance, or any remaining unpaid lease paymentsRefunds may take one to two billing cycles to process to the customer accountsCustomers may be subjected to a $Restocking fee per line for phones and $per line for Tablets. Also, as outlined in our Terms and Conditions of Services, customers are responsible for any out-of-plan usage, such as but not limited to downloads, overage, international charges, and any related taxes and surchargesThis policy may not reflect the additional return policies of our authorized third-party dealers or retailers According to our records, on May 9, 2017, Mr*** visited a third-party retail store location and he portphone number ending in and purchased a Samsung Galaxy Sdevice via Sprint’s Leasing programUpon the activation of service, Mr*** would have remitted the payment for the Activation Fee at the point of sale Furthermore, we confirmed that Mr*** returned the device on May 20, 2017, within Sprint’s 14-Day Satisfaction Guarantee return period to the third-party retailer; therefore, Mr*** would not have been assessed a restocking feeAs such, we applied a credit of $to offset his monthly recurring charges, Lease cancellation and Lease Device Purchase Amount charges, plus applicable taxes as reflected on the May and June billing statements, leaving his account closed with a zero balance. Based on the account actions taken, we must respectfully deny his request for a refund Since our initial conversation with Mr***, we attempted to follwith via phone and e-mail on July 5, 7, and of 2017, to relay the aforementioned information and resolution to him. Unfortunately, we have not yet received a return call from Mr***Should Mr*** have any questions and/or concerns pertaining to the information and resolution discussed herein, we encourage him to contact the undersigned directly at the phone number noted below at his earliest convenience We regret any frustration this matter may have caused and look forward to hearing from Mr*** to address and resolve his complaint. If Mr*** would like to further discuss this matter, she can contact our office toll free at ###-###-####. I am available Monday through Friday, from a.mto p.m., Eastern Time. Sincerely, /s/ Romualdo FRomualdo FExecutive & Regulatory Services

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

Re: Revdex.com Case # ***, *** *** Sprint Account # XXXXX*** Sprint Case # *** To Whom It May Concern: Sprint is in receipt of
the above-referenced inquiry of *** *** submitted on December 9, 2016. We appreciate your assistance in bringing our customer’s concern to our attention. According to the information provided, Ms*** expressed her dissatisfaction with her account being assessed an Early Termination Fee, after she cancelled service and returned the device to Sprint’s Returns warehouse. Ms*** requested that Sprint review this matter, and adjust her account accordingly Sprint has reviewed Ms***’ complaintWe spoke with Ms*** on January 6, 2017, and discussed her account concerns. At that time, we advised Ms*** that we would review this matter and follwith her accordingly Our records indicate that Ms*** upgraded the device associated with phone line ending in *** and purchased a device at discounted pricing exchange for a two-year Service Agreement on October 8, 2016. Furthermore, Ms*** cancelled her account on November 22, 2016, and her account was assessed an Early Termination Fee of $plus applicable taxes. On January 6, 2017, we confirmed that our Returns warehouse received Ms*** device; therefore, we applied an adjustment of $to her account to offset the Early Termination Fee plus applicable taxes as reflected on the November billing statement. Presently, Ms***’ account is cancelled with a zero balance We attempted to follwith Ms***’ via phone and email on January and of 2017, to relay the aforementioned resolution to her. Unfortunately, we were unable to reach her directlyShould Ms*** require further assistance with this matter, we urge her to contact the undersigned directly at the phone number noted below at her earliest convenience We apologize for any inconvenience Ms*** may have experienced regarding this matterIf Ms*** has any further questions about this matter, we can be reached at the Executive and Regulatory Services Department at ###-###-#### ext***, Monday through Friday, between a.mand p.m., Central Time. Sincerely, /s/ Terrance *** Terrance *** Executive & Regulatory Services

To Whom It May Concern: Sprint is in receipt of the above-referenced rebuttal of Ms*** ***. We appreciate your assistance in bringing our customers’ concerns to our attention and regret the circumstances that led to Ms***’ contacting your office once again. In the information provided, Ms*** requested that we provide additional compensation as interest on the amount previously refunded to her due to the delay in receiving that refundWe regret the delay in Ms*** receiving her previously-addressed refund. However, as we explained during our April 25, 2016, discussion with her, and as outlined in our Terms and Conditions, we do not pay interest for credit balances. However, we identified that Ms*** has an active account with one of our prepaid service divisions, Virgin Mobile USA (VMU). Therefore, as a demonstration of our commitment to excellence and appreciation of her loyalty to the Sprint brand, we offered to apply credit to Ms***’ current VMU account to offset one month’s service charge in lieu of her requested interest paymentMs*** accepted our offer, and we arranged to have a $credit applied, as agreed. We confirmed that the credit was applied on April 25, We regret any inconvenience this matter may have caused but are pleased that we were able to resolve this matter to Ms***’ satisfaction. If we can be of further assistance with this concern, Ms*** can contact me directly by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext***. I am available Monday through Wednesday and Friday between a.mand p.m., Central TimeSincerely, *** *Executive Services Analyst

*** 25, 2017 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. In her inquiry, Ms*** stated that she was advised at the point of sale that her monthly service charges for both of her subscriptions would be $a month, $monthly equipment charge, and $for Total Equipment Protection on each device, plus taxes and surcharges. She stated that she received her first invoice for $160. As a result, she is requesting that allow her to cancel the account with no penalty Upon activation of service, Ms*** was provided with a clear disclosure of her monthly recurring charges, equipment purchase and all other applicable fees and chargesFurthermore, we were able to locate signed copies of her electronic service agreement which includes a description of the charges in questionBased on our review, we were unable to identify any miscommunication regarding the terms of her plan or other monthly charges on Sprint’s part during the activation of her account. During our conversation with Ms*** on *** 21, 2017, we advised her of the above information. In addition, we confirmed that Unlimited Freedom Plan promotion she subscribes to is $a month and she receives a $discount on each subscription reducing the cost to $plus taxes and surcharges for two subscriptionsAdditionally, we advised her that although we did not identify any billing errors in an effort to resolve her concerns we agreed to apply a courtesy credit of $to offset the disputed $monthly cost over the course of the 24-month installment agreementShe accepted the offer and is satisfied with the resolution We regret any inconvenience that this matter may have caused. If we may be of further assistance with this matter, please contact us by calling 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 TExecutive Services Analyst

---------- Forwarded message ----------From: *** ***Date: Tue, Jul 5, at 5:PMSubject: Re: You have a new message from the Revdex.com of Greater Kansas City in regards to your complaint #***.To: info@***Hello,I reached a resolution
with Sprint yesterdayPlease close this complaint as I am satisfied with the resolution.Best,***

July 12, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case 12222150, *** *** Sprint Account xxxxx Sprint Case
To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry filed by Ms*** ***. We appreciate your assistance in bringing our customers’ concerns to our attention In the information provided, Ms*** expressed her dissatisfaction with various billing and service issues related to her Sprint account including her belief that we did not fully inform her of the terms of her current rate plan, that she is not receiving her employer-based discount, and that she is not receiving promotional credits owed toward her device installment billing and lease agreements She requested that Sprint address those concerns, apply credits for invalid charges, and provide compensation for her time spent addressing those issues We regret any possible misunderstanding that may have occurred related to Ms***’ Sprint billing and the terms of our referenced promotional installment billing and lease agreement options. However, based on our review, we were unable to identify any billing error associated with her account. As we explained during our July 11, 2017, conversation with Ms***, her four lines of service are currently configured with our Unlimited Freedom Plan, which provides unlimited talk time, text messaging, and data usage per line at a rate of $per month for the first line, $per month for the second line, and no charge for additional lines of service, up to ten. However, as outlined in the terms of the rate plan and our promotional materials, the cost of that plan will increase after June 30, 2018, to a rate of $per month for the first line, $per month for the second, and $per month for additional lines, up to tenThose rates do not include applicable taxes and surcharges but do reflect a $per month per line discount for customers who enroll in and maintain our automatic monthly payment (Auto Pay) option. We also advised her that the information detailed above is reflected on her monthly Sprint billing statements We further regret any misunderstanding that Ms*** may have had regarding our ability to honor her requested employer-based service disount. We are proud to offer such discounts to qualifying customers via our Sprint Discount Program (SDP); however, it is important to note that not all promotional rate plans are eligible for further SDP price reductions due to significant buidiscounts. Our records reflect that Ms***l modified the rate plan on her Sprint account to a promotional unlimited plan. Unfortunately, that plan, as noted above, does not qualify for further SDP discounting. Therefore, although Ms*** has demonstrated eligibility for our SDP program, we are systematically unable to honor her request for further rate plan discounts with her current rate plan choice We also explained to Ms*** that the devices activated on two of her wireless lines of service do not qualify for our iPhone promotional discount offer or the Samsung discounted promotional offer, as requestedThose offers are only available for targeted customers, and we have no record that those lines of service meet the criteria for that offer. However, because of any possible misunderstanding regarding the offer, we offered to apply one-time credits totaling $1,to her account to offset an amount equivalent to the full value of those promotions for her two noted lines of service as a courtesy. Regrettably, Ms*** declined that offer and indicated that she would prefer to cancel her Sprint servicesWe advised her that, although she has the option of cancelling her services at any time, doing so prior to the satisfaction of her accepted device lease and installment billing purchase agreements would result in additional charges assessed to her account, pursuant to the terms of those agreements. However, as a demonstration of our commitment to excellence, we offered to credit the lease cancellation and accelerated device pay-off charges for her two financed devices contingent upon the timely return of her iphone device active on wireless lines ending undamaged and in good working orderUnfortunately, because Ms*** indicated that she cracked the screen on her Samsung device, we are unable to accept that device back for credit Ms*** requested time to consider our offer. We advised that we would keep the offer available for fourteen days from the date of our conversation, and she indicated her satisfaction with our actions and that folltimeframe We appreciate Ms***’ taking time to provide details of her experiences with our retail and Customer Care representatives. Sprint is continually striving to improve the quality of service provided to our customers. Please be assured that we value such feedback and will utilize this input to improve our training and processes. We regret any possible inconvenience these matters may have caused Ms***, as well as the possible loss of her business. If she has any further concerns regarding these concerns, or if she would like to accept or offer within the noted timeframe, she can contact me by calling our Executive & Regulatory Services department toll-free at 1-855-848-3280, ext***. I am available Monday through Friday between 7:a.mand 4:p.m., Central Time Sincerely, *** *** Executive Services Analyst

July 13, 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 from Ms*** ***, on behalf of the account holder, Mr*** ***. We appreciate your assistance in bringing our customers’ concerns to our attention. In the information provided, Ms*** stated that on June 3, 2017, she ported out two of her numbers and the Sprint app indicated the cost to purchase the devices would be $each with no other charges listedShe stated that after she ported out the two numbers, she discovered that she was billed for Lease Cancellation Fees. She stated that she contacted our Customer Care department and was advised that if she returned to Sprint, we would resume her service and the lease agreements would remain the same; however, she no longer has the devices. As a result, she is requesting that the lease cancellation fees be waived Effective September 19, 2014, Sprint launched the Sprint Lease program, an industry-first option that gives qualified new and existing customers the flexibility to lease select Smartphones and Tablets for a lower monthly cost versus purchasing the device. Lease payment varies by device and a down payment may be required and varies by customer and device. With a lease option, Sprint owns the device. At the end of a lease term, you can purchase the device and own it outright, return it to us, or return it to us and upgrade to the latest device. For further information regarding Sprint Leasing please visit www.sprint.com/lease. Our research shows that upon Ms*** was provided with a clear disclosure of her equipment purchase and all other applicable fees and charges. Furthermore, we were able to locate signed copies of her lease agreement which includes a description of the charges in question. Based on our review, we were unable to identify any miscommunication regarding the terms of lease agreement Our records reflect that Ms*** ported out the numbers ending in ***, and ***, on June 3, 2017, prior to the satisfaction date of her lease agreement. Accordingly, Lease Cancellation Fees totaling $were assessed to the account. We sustain that the Lease Cancelation Fees are valid charges We spoke to Ms*** on July 7, 2017, and provided her with the above-referenced information. We advised her that to in order to waive the Lease Cancellation Fees, we would require that she return the devices; however, she no longer has possession of them. In an effort to reach an amicable resolution, we offered a one-time $account courtesy credit. Ms*** stated she would consider the offer and contact us back. This offer is valid for days from the date of this letter We appreciate Ms*** for taking the time to provide us with the details of 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 have forwarded it to the appropriate management for review and will utilize her input to improve our training and processes. We regret any inconvenience this matter may have caused Ms***. If I can be of further assistance with this matter, I can be reached at the Executive & Regulatory Services department at our toll-free number, ###-###-####, extension ***. I am available Monday through Friday, between 9:a.mand 5:p.mCentral Time Sincerely, Sharon RExecutive Services Analyst

July 10, 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*** ***, which was submitted on behalf of account holder, Mr*** ***. We appreciate your bringing our customers’ concerns to our attention In the information provided, Ms*** indicated that she ported her number ending in *** to another mobile carrier, and she wanted to set payment arrangements on the account, and unlock her device. She further indicated that she spoke with our Customer Care representatives regarding this matter, and she was informed that the device was not paid in full; therefore, it could not be unlocked. Ms*** indicated that her attempts to resolve this issue has resulted in an unfavorable customer service experience. As a result, she is requesting to remit a partial payment, set payment arrangements, and have her device unlocked We regret any misunderstanding that may have occurred regarding this matter. We spoke with Ms*** and with the account holder Mr*** regarding their concerns, and as a result of nonpayment and the past due balance on the account, a $would need to be rendered before payment arrangements could be set. Accordingly, we referred Ms*** and Mr*** to our collection representatives. Based on further review of our account records, the above-referenced payment posted to the account on July 3, 2017, and the request for the number ending in *** to be unlocked, shows ported back to Sprint effective July 5, 2017. Additionally, a payment arrangement is currently set on the account for July 17, We regret any inconvenience that Ms*** or Mr*** may have experienced while attempting to resolve their account concerns. Should there be any additional questions or concerns with this matter, they can contact me 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, Bridgette FExecutive Services Analyst

May 12, To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of Ms*** *** regarding our Boost Mobile product In her complaint, Ms*** stated she purchased a Boost Mobile device from a third-party retail
location and it was working fine; however, once she returned to her home residence, she discovered she had no service Ms*** also stated she requested Customer Care unlock her device and she was informed that our unlock policy states customers must own the device and service for one year before we will unlock a phone As such, Ms*** is requesting a refund for the device she purchased December 31, During our conversation with Ms*** on April 29, 2016, we informed her that, because she purchased the device at a third-party retail store, she is subject to the third-party retail store’s return/exchange policy. We reached out to the Indirect District Manager of the third-party store and brought this matter to their attention and they agreed to offer her a refund for the device purchasedOur records reflect Ms*** made a $payment for unlimited services on January 30, As outlined in our Boost Mobile Terms and Conditions, payments remitted to Boost Mobile for services are non-refundable. As such, although we regret the circumstances, as a gesture of good faith, we are willing to transfer $to a friend or family member’s Virgin Mobile USA, Boost Mobile or Sprint account. We are pleased to inform that Ms*** accepted the resolution and considers this matter resolved. On behalf of Sprint, I apologize for any inconvenience Ms*** has experienced regarding these matters. If she has any additional questions regarding these issues, she can contact me by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####, ext***I am available Monday, Tuesday, Thursday and Friday from 7:a.mto 5:p.mCentral Time. Sincerely, ** *** *Executive Services Analyst

May 2,
Revdex.com
Ward Parkway, Suite
Kansas City, MO
Re: Revdex.com File ***, *** *** on the behalf of *** ***
Sprint Account XXXXX***
Sprint Case ***
To Whom It May Concern:
Sprint is in receipt of the
above-referenced complaint of *** *** submitted on April 21, We appreciate your assistance in bringing our customer’s concern to our attention
According to the information provided, Ms*** stated that she had an unfavorable customer service experience while attempting to address her account concernMs*** stated that she has been a victim of harassing behavior towards her by Retail Sale representatives at a local third-party retail store locationMs*** requested that Sprint review this matter and provide her with an amicable resolution
Sprint has reviewed Ms***’s complaintPlease be assured that Sprint has no higher priority than its customersThe telecommunications industry is extremely competitive and we realize that the quality of products and the level of customer service we provide will define our success
Sprint has partnered with a number of third-party retailers to distribute our products and servicesWe are grateful for their assistance in promoting our servicesOur field representatives train third-party retailers on our policies, procedures, and products and regularly update resource materials for them to ensure accurate, up-to-date information is available to our existing and potential customersWe regret the customer service experience that Ms*** may have received regarding accessories purchased locally at a third-party retailer of Sprint services and devicesWe truly appreciate Ms***’s feedback regarding this issueThe details of Ms***’s experience will be forwarded to the appropriate managerial staff empowered to make changes in this area
We spoke with Ms*** on April 27, 2017, to discuss her concern in detail and relayed the aforementioned information to herDuring our conversation, we confirmed that Ms*** was attempting to address her concerns pertaining to headphones that were purchased directly at the third-party retail store location and that we notified the third-party retail stores management team for the retail location in question to further investigate her concernsMs*** confirmed her understanding with the information provided to herWe urged her to have Mr*** *** the above referenced account’s account holder to contact the undersigned at the number below
We appreciate Ms*** taking time to provide details of her experience with the third party retail store locationWe are continually striving to improve the quality of service provided to our customersPlease be assured that we value Ms***’s feedback and will utilize her input to improve our training and processes
We regret any inconvenience this matter may have caused Ms***If we can be of further assistance, Ms*** can contact me directly by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-#### ext***I am available Monday through Friday between 8:a.mand 4:p.m., Central Time
Sincerely,
David H
Executive Services Analyst

September 14, Sprint is in receipt of the above-referenced complaint of Ms*** ***. We appreciate your assistance in bringing our customers’ concerns to our attention. According to the information received, Ms*** stated that when she activated
new Sprint service she was advised that she would receive a buyout credit for the Early Termination Fee or the Equipment Installment balance she incurred from her previous wireless carrier and was not informed that she would need to traher previous wireless carrier’s device. She stated that because she failed to return her previous carrier’s device she was billed a $non-returned equipment fee. Further, she was advised that she could simultaneously use voice and data, while on our network, however; she has not been able to use the feature. Additionally, she stated that she is not satisfied with the level of coverage in ***, ***. As a result, she is requesting that we credit the non-returned equipment fee, provide her a timeline for when she will be able to simultaneously use voice and data on our network, and improve the network coverage in ***, ***. In our effort to provide clear communication about our devices, features, pricing and coverage 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. As stated in our Switch to Sprint promotion, Sprint covers switching fees of up to $via an American Express Reward Card after online registration is approved and new phone activation. Customers must complete the online registration, which includes providing the information for the make and model of their previous carriers’ phone and provide their final bill from their previous carrier within days. Further information can be viewed on www.sprint.com/joinsprintEligible switching fees include Early Termination or Equipment installment balance. Taxes, surcharges, service plan charges, usage charges and late payment fees are not included. During our conversation with Ms***, we apologized for any misunderstanding that may have occurred regarding our promotions. Further, we advised her that our records reflect that she registered for the Switch to Sprint promotion on April 12, 2016. Further, as part of the registration process she was informed that she would have to return her previous carrier’s device and a return kit was sent to the home address providedAlthough, the non-returned equipment fee is valid, in an effort to reach an amicable agreement we applied a one-time courtesy credit of $to offset the disputed charge Additionally, we advised Ms*** that currently simultaneous use of voice and data is not available within our network, however; voice and data may be used simultaneously while connected to Wi-Fi. We advised Ms*** that we are continuously improving our network to provide features that are important to our customers, however; we currently don’t have a timeframe to when voice and data may be used simultaneously within our network Sprint has reviewed Ms***’s coverage issue complaint while in ***, ***, and we have confirmed that the referenced area is outside of our coverage area. Please note as outlined in our Terms and Conditions of Services, the coverage and quality of services 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 structuresWe would note that the nature of wireless signal precludes any carrier from providing seamless coverage. Sprint has made no warranty or guarantee of the same. Although, we did not identify any Sprint error, in an effort to reach an amicable agreement, we applied a one-time goodwill credit of $to her account for the time she was unable to use the data service while in this area. If Ms*** needs further assistance with these matters, she can reach me by calling the Executive & Regulatory Services department toll-free at ###-###-####, ext***. I am available Monday, Tuesday, Thursday, and Friday from a.mto p.m., Central Time. Sincerely, *** ** Executive Services Analyst

April 21, 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*** ***, which was forwarded to the Executive & Regulatory Services department for review. We appreciate your bringing our customers’ concerns to our attention In the information provided, Ms*** indicated that she visited one of our retail stores and purchased a new device. During the transaction, she stated that her credit card was used in error to make a payment on an account with the phone number ending in ***; however, her phone number ends in ***. As a result she is requesting a refund of the $payment charged to her credit card in error We regret any possible misunderstanding that may have occurred regarding this matter. During our conversation with Ms***, she stated that the payment occurred more than once and was backed out, but the payment was remitted again on April 5, 2017, and this payment has not been reversed or refunded. Based on a review of our records, the $payment remitted in error has either been charged back or refunded. However, we determined that the last payment remitted was not disputed by Ms***, and therefore, not charged back and this results in a duplicate payment posted to her account. To bring full closure to this matter, we informed Ms*** that we will refund the $354.96. We also communicated with the retail management staff at the retail store Ms*** visited and determined that no fraudulent activity occurred. We confirmed this was a keying error. We regret any inconvenience that this matter may have caused. Should there be any additional questions regarding this matter, I can be reached 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, Bridgette FExecutive 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
Regards,
*** *** *** Bridgett assisted me with return of item I received a UPS return and item has been returned Thanks to Revdex.com and Bridgett with helping to resolve my issue

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me I do not however, acknowledge that I "misunderstood" what the sales rep told me
Regards,
*** ***