Sprint Corporation

Tell us why here...February 24,
Revdex.com Serving Greater Kansas City
Ward Parkway
Kansas City, MO
Re: Revdex.com File # ***, *** A***
Sprint Account # XXXXXX***
Sprint Case # ***
To Whom It May
Concern:
Sprint is in receipt of the above-referenced complaint of *** A*** submitted on February 3, We appreciate your assistance in bringing our customer’s concerns to our attention
Ms***’ filing expressed her dissatisfaction with the inability to take advantage of a previous $promotional credit offer with an equipment purchase as well as a $promotional credit offerMs*** requested that Sprint review this matter and apply a $courtesy credit to her account
Sprint has reviewed Ms***’ complaintAccording to our records, Ms*** purchased an iPad Mini device via Sprint’s Monthly Installment Billing program on December 3, Additionally, she upgraded the device associated with phone number ending in *** on February 27, At that time, she activated an iPhone 6s device via Sprint’s Leasing programPlease be advised that each transaction was completed via our website, www.sprint.comBased on our account review, we are unable to determine the promotional offers and/or confirm the correct timeframe for the referenced offers
In an effort to ensure a satisfactory and mutually acceptable resolution, on February 22, 2017, we agreed to apply a one time courtesy adjustment of $to her account to offset the total cost of the disputed promotional offersWe attempted to contact Ms*** via phone and e-mail on February 3, and 8, 2017, and mailed a letter to the address on file on February 15, 2017, advising her of our receipt of her complaint and our need to speak with her directlyUnfortunately, we have not received a return call from Ms***Therefore, we continued with our contact efforts to Ms*** on February and 22, 2017, to relay the aforementioned resolution; unfortunately, we were unable to reach her directly
Sprint is committed to protecting the privacy of our customersIn accordance with that commitment, we take measures to verify that a person is authorized to discuss and/or make changes to an accountSpecifically, we require that each account has a PIN and that the account’s PIN or security question/answer is verified before we discuss account information or make any changes to the accountIn accordance with that policy, we must first speak with Ms*** and have her provide us with the aforementioned security information before we can discuss the account or assist her with the concerns raised in her complaintWe look forward to speaking with Ms*** and encourage her to contact us at her earliest convenience
Sprint regrets any inconvenience Ms*** may have experienced while attempting to resolve this issueIf I can be of further assistance with this matter, please contact the Executive & Regulatory Services Department toll free at ###-###-####, extension ***I am available Monday through Friday, from 8:a.mto 4:p.m
Sincerely,
/s/ Taheera L
Taheera L
Executive Service Analyst

I spoke with *** and she made an offer for me to contact her in days to let her know if my service is any better with the tower she sent meI told her I would be willing to try it and she said that she will work with me at the end of the days if there is no improvement

[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 except that I would prefer that a statement be included for the $monthly subsidised phone charges being waved for the months I have yet to see any confirmation of this agreement online in my account information
Regards,
*** ***

July 17, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File ***, *** *** Sprint Account xxxxx*** Sprint Case *** To Whom It May
Concern: The above-referenced inquiry has been forwarded to our office for review. We appreciate your assistance in bringing our customers’ concerns to our attention In the information provided, Ms*** disputed the length of time taken for us to honor the terms of our recently-offered contract buyout promotion, advising that she has contacted us for six months to have that matter resolved but that we have not provided the offered reimbursement. She also disputed an equipment insurance deductible reflected on her Sprint account about which she has no knowledge. She requested that we provide the promotional reimbursement, remove the disputed billing, and cancel her services without any further charges. We regret any misunderstanding that may have occurred regarding our referenced promotion, which offers qualifying customers who port their mobile number(s) to Sprint from specific carriers reimbursement of final service and/or equipment charges of up to $per line via a prepaid reward card, less any device travalue provided at the point of sale, after online registration and new service activation. Customers must complete a buyback or traof their current working equipment from their previous providers, in good condition, provide a copy of their final bill, and register for the promotion on our website. Eligible charges include Early Termination Fees or equipment installment balances; however, taxes, surcharges, service plan charges, usage charges, and late payment fees are not included. Further information related to the promotion is available for review on our website at www.sprint.com/joinsprint We spoke with Mr*** ***, an authorized user on the account, on July 10, 2017, and explained the information outlined above. He confirmed that Ms*** has already received her promotional gift cardsHe verified receipt of the promotional cards and confirmed that this resolved their inquiry and that no further assistance is required. We also explained to Mr*** that we were unable to identify any error on the part of Sprint related to Ms***’s equipment billing dispute, as we have no record of any outside device charges associated with her Sprint account. As such, we respectfully declined Mr***’s credit request. Further, we informed Mr*** that, if he and Ms*** elect to cancel their Sprint services prior to fulfillment of their active device lease agreements, we would assess accelerated device charges, pursuant to the terms of those agreements, and that those charges would be considered valid Mr*** indicated that he understood the information provided. He also expressed his satisfaction with our response. We regret any inconvenience these matters may have caused. If we can be of further assistance with these concerns, Ms*** and Mr*** can contact me directly by calling our Executive & Regulatory Services department toll-free at ###-###-####, extension ***. I am available Monday through Friday between 7:a.mand 3:p.m., Central Time Sincerely, John CExecutive Services Analyst

November 4, 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 reviewWe appreciate your bringing our customers’ concerns to our attention In the information provided, Ms*** states that on October 15, 2016, she purchased a device and by October 17, 2016, the device was brokenShe returned to the point-of-sale within the 14-day Satisfaction Guarantee trial period, but she indicates that she was told to file an insurance claim with AsurionMs*** then called Sprint to process the claim and after several attempts, the claim was not processed; therefore, she requested to cancel the accountMs*** states that she was again told to return to the store to cancel her serviceShe indicates that she called the store prior to going, and was told that should she cancel her service, she would be subject to a $1,cancelation chargeMs*** is dissatisfied with the level of customer service she has received regarding this matter, and as a result, she is requesting that Sprint accept the return of her device, and allow her to cancel her service without any additional cancelation fees We regret any misunderstanding that may have occurred regarding this issueWe communicated with Ms*** on October 19, 2016, and during our discussion, we confirmed that that the device was damaged by a user on the account and that she was able to file a claim with Asurion. The device was scheduled to arrive on October 20, 2016. We apologized to Ms*** for her dissatisfaction with the level of customer service she received. In an effort to reach an amicable resolution, we suggested that she decline the shipment of the device from Asurion, and in turn, we canceled the existing installment billing agreement for the line of service ending in ***. Once the agreement canceled, despite the device being damaged, we credited the $installment billing accelerated charge. We also informed her that we reset the eligibility on the line of service referenced above to allow her to order the device that she wants. Ms*** agreed to return the device and to the device upgrade eligibility on the line in question to be reset In addition to the goodwill actions outlined above, Ms*** requested that Sprint also waive two monthly service charges totaling $due to her dissatisfaction of the level of customer service she experienced. We respectfully declined this request as Sprint is not required to provide compensation to its customers in an effort to resolve the concerns that are brought to our attentionTherefore, Sprint does not believe that an adjustment or waiver of two monthly service charges is warranted. However, in an attempt to fully resolve this matter for a customer of almost years, and to bring ultimate closure to this matter, we offered to apply a one-time credit to offset the monthly service charges for two lines of service on her account for two months for a total $credit. Ms*** accepted this offer and the account credit was applied on October 21, She understands she is responsible for all other charges, including installment billing and lease charges, mobile Hot Spot charges, taxes, surcharges and feesFurthermore, we sent a return kit to the confirmed address on file to facilitate the return of the defective device for the *** line of service, at no cost to herMs*** is satisfied. As such, Sprint considers this matter fully addressed and resolved; consequently, no additional account credit will be applied We regret any inconvenience Ms*** may have experienced while attempting to resolve her equipment concerns. Should there be any additional questions or concerns regarding this matter, she can contact me by calling the Executive & Regulatory Services department toll-free at ###-###-####, ext***. I am available Monday through Friday between 8:a.mto 3:p.m., Central TimeSincerely, *** MExecutive Services Analyst /bf

Tell us why here...June 16,
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 Ms*** *** submitted on May 24, We appreciate your assistance in bringing our customer’s concerns to our attention
Ms***’s filing expressed her dissatisfaction with the inability to receive the iPhone GB Trapromotional offerIn addition, Ms*** advised that she has not received the Visa Reward Cards, after participating in Sprint’s Contract Buyout Promotional offer and providing her final billing statement from her previous wireless provider to our retail locationAs a result, Ms*** requested that Sprint review this matter
According to our records, on February 26, 2017, Ms*** portphone line ending in *** and activated an iPhone 32GB device via Sprint’s Leasing program during the $iPhone 32GB Trapromotion
Please note for a limited time, a promotional offer was available from February 17, 2017, through March 16, 2017, for a $iPhone 32GB with Eligible Trapromotional offerCustomers can receive an iPhone 32GB device with eligible device trade-in, upon activating or purchasing an iPhone 32GB device via Lease or Monthly Installment Billing programsCustomers must own their device, cannot be associated with a Lease or open Installment Billing AgreementsFurthermore, the credit will award on the bill within one to two billing cycles
Based on our account review, we confirmed that Ms*** trada Samsung Galaxy Sdevice when she purchased her iPhone device during the promotionPlease note, Samsung Galaxy Sdevice was not eligible for the promotionTherefore, Ms*** has not received the promotional lease credit associated with phone line ending in ***
Upon further review, Ms*** established services with Sprint on February 26, At that time, she portphone lines ending in ***, *** and ***
We regret any possible misunderstanding that may have occurred related to the terms of our Contract Buyout Promotional offerAs stated in the Terms and Conditions of the Contract Buyout promotion, potential Sprint customers are required to potheir active wireless number(s) from ***, *** or ***Porting customers are required to upload their previous provider’s invoice with the Early Termination Fee(s) and/or Accelerated Device charges assessed to our website to register for the Buyout creditAdditionally, the customer must tutheir old cellular provider’s device to SprintOnce approved, expectation regarding the delivery of the Contract Buyout Reward Cards is to weeksSprint does not pay the previous provider directly for the Early Termination Fee(s) and/or Accelerated Device chargesAdditional information regarding the aforementioned promotion can be provided by our Sprint stores, retail third-party partners, our Customer Care department or located at our website at www.sprint.com/jointoday
Please be advised that phone lines ending in ***, *** and *** are qualified for the Contract Buyout promotional offer, which requires Ms*** to trathe devices associated with his previous wireless service provider in exchange to receive buyback creditsBased on our account review, we are confirmed that Ms*** tradher devices from his previous wireless service provider to Sprint
To satisfactorily resolve this matter, we contacted Ms*** on June 12, 2017, regarding her concerns and requested an itemized copy of her final invoice that reflects the termination charges associated with phone line ending in ***, *** and ***In addition, on June 15, 2017, we applied a total adjustment of $to her account to offset the promotional lease credit associated with phone line ending in ***
We regret any inconvenience that 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 ###-###-####I am available Monday through Friday between the hours of a.mand p.m., Eastern Time
Sincerely,
Cheryl S
Executive & Regulatory Analyst

April 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 inquiry of Mr*** ***. We appreciate your assistance in bringing our customers' concerns to our attention. In the information provided, Mr*** advised that he purchased a Sprint-branded device that he lost and described his unfavorable customer experience during his subsequent attempt to return that device to one of our retail locations. Mr*** also suggested that his monthly Sprint billing is higher than it should be and requested that we provide account credits We regret any possible misunderstanding that may have occurred related to the status of Mr***’s referenced equipment. Our records reflect that he reported the device as lost or stolen on March 6, 2017, at one of our retail locations. At that same time, he activated another device on that line of service. We have no record of his having attempted to return either the missing device or any other one to any of our retail locations; however, we identified that Asurion, our equipment insurance coverage vendor, denied his equipment replacement claim on March 7, 2017, due to his account balance being past-due We further regret any misunderstanding that may exist related to Mr***’s monthly Sprint billing. Our records reflect that Mr*** updated his price plan for his two lines of service effective March 23, 2017, to our Unlimited Freedom with Auto Pay Plan, at a promotional monthly rate of $90, which will continue through March 31, 2018, if he maintains our automatic monthly payment option. That monthly rate does not include applicable taxes, surcharges, and regulatory fees or other monthly charges he has accepted such as our Total Equipment protection (TEP) feature. Unfortunately, our records further reflect that Mr***’s services were restricted on April 12, 2017, due to an outstanding past-due balance. During our April 13, 2017, conversation with Mr***, we explained the information outlined above. We also explained that we forwarded his concerns to an escalated finance group for review, in an effort to restore his services with payment arrangements. Representatives of that team spoke with Mr*** on April 21, 2018, and advise him that full payment of his account balance is required to reinstate his service with us While we regret that Mr*** is not satisfied with our response, we are confident that we have fully addressed his reported concerns. We also appreciate Mr***’s taking time to provide details of his experience 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 that his concerns have been forwarded to the appropriate managerial staff for further review It is our goal to amicable resolve all concerns brought to our attention, and we regret that we were unable to do so in this situation. If Mr*** needs assistance remitting his required payment, of if he would like to provide additional information for our consideration, he can contact our Finance team toll-free at ###-###-#### to have a dedicated team member speak with him regarding payment or me directly by calling our Executive & Regulatory Services department toll-free at ###-###-####, extension ***. I am available Monday through Wednesday and Friday between a.mand p.m., Central Time Sincerely, Linda WExecutive Services Analyst

February 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 of Ms***. We appreciate your assistance in bringing our customers’ concerns to our attention. In her complaint, Ms*** states she believes she was being overcharged due to fraud orders for phones and two additional lines added to her account without her consent. As a result, she requests that the two additional lines be removed and a credit equal to the disputed charges We spoke with Ms*** on February 10, 2017, and apologized for any frustration she experienced due to the billing issue regarding fraud. We completed our investigation and confirmed that fraudulent activity occurred on her Sprint account. All necessary adjustments have been applied to negate the balance related to the two lines added. Additionally, the upgrade eligibility has been reset and an urgent account note placed with a directive that Ms*** must approve all future purchase orders, and upgrades. Ms*** was pleased and confirmed her issue was resolved; however, she expressed her dissatisfaction regarding the lack of urgency provided by customer care department when she brought this matter to our attention We appreciate Ms*** for taking time to provide details of her 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 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 ###-###-####. I am available Monday, Tuesday, Thursday, and Friday between 7:a.mand 5:p.m., Central Time Sincerely, Linard AExecutive 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:As I stated before Sprint had breached the contract promising me in Fall that I will get the same promotion this yearAll the conversations with their analysts do mot bring to the resolution of my complaint
Regards,
Irina S***

[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: I have replied to LaToyas email twice and still have not received a response from her I'm asking for the amount of credit to also include taxes Because they will not give me the credit monthly, which would also reduce taxes, I would like this reflected It's simply ridiculous that they don't respond to emails they sent and I replied to It's ridiculous my account is messed up through no fault of mine but I can't get my bill corrected monthly then I have to pay taxes and fees on their errors Please update this so you can fix my account It's been over four months and is unacceptable
Regards,
*** ***

September 20, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Complaint *** Account XXXXX***, Clayton *** *** Case *** To Whom It May Concern:
Sprint is in receipt of the above inquiry submitted by your office on behalf of Clayton *** ***. We appreciate your assistance in bringing Mr***’s concerns to our attention According to the information provided, Mr*** states that a payment was processed using his bank account information without his knowledge or authorization and is requesting to cancel as a result. Mr*** further states that the discount he receives through his employer has been removed and he is requesting credit In order to receive a discount through the Sprint WorksSM Program, upon activating new Sprint services, customers must provide proof of eligibility within days and must continue to revalidate that they remain eligible for this discount. Customers are required to revalidate their eligibility for the discount when upgrading a device on subscriptions with an existing discount, and for subscriptions when months has passed since their previous validation. Once eligibility is validated, customers are not prompted to validate eligibility again for at least months. To complete the validation request customers may visit www.sprint.com/verify. Further, as stated in the Terms and Conditions of the Sprint Works Program, discounts apply only to the data service charge for Better Choice plans, Sprint Family Share Pack plans and Unlimited, My Way. For customers on the Unlimited Freedom plan, they will receive a $discount in lieu of the percentage discount associated with their company or organization On September 20, 2017, we contacted Mr*** regarding his concerns. Our records indicate that a payment of $was processed on August 30, 2017. This payment was processed through Mr***’s online account through Sprint.com. On September 6, 2017, the payment was stopped by and returned to Mr***’s bank. On August 22, 2017, Mr***’s account was updated to reflect his percent discount through his employer. We applied a credit of $to his account to emulate the percent discount for his June, July, and August invoices. Currently, Mr***’s account reflects a balance of $ Although the purchase of Mr***’s device exceeds the Sprint Satisfaction Guarantee timeframe, as a gesture of goodwill, we agreed to allow him to cancel the telephone line ending in *** and return his undamaged devices. We mailed Mr*** a prepaid return kit to facilitate the return of his device. Once we receive the returned device, we will apply a credit to his account for the cancellation or equipment charges associated with this device We regret any inconvenience this matter may have caused Mr***. If additional assistance is required, Mr*** can 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

August 10, Revdex.com Ward Parkway, Suite Kansas City, MO 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 Sprint account. We appreciate your assistance in bringing our customers’ concerns to our attention. In her inquiry, Ms*** expressed her dissatisfaction regarding a recent insurance claim on her device. She stated she paid a $deductible for her device replacement and shipped her defective device back to us. However, she further states her service was later suspended and she was advised that it was suspended because she did not return her device. Further, Ms*** described an unfavorable customer service experience during her attempt to resolve her billing issue. As a result, Ms*** requested that we credit her disputed charges. We regret any delay in resolving Ms***’s billing issue. We attempted to contact Ms*** via telephone and e-mail on July 27, and August 9, 2017, to discuss her reported concerns; however, we were unsuccessful in reaching her. We have also not received a reply to our contact attempts Sprint is committed to protecting the privacy of our customers. In accordance with that commitment, we take measures to verify that any person contacting us about an account is authorized to discuss and/or make changes to that account. Specifically, we require that each account has a PIN and that the account’s PIN or security question/answer is correctly verified before we discuss account information or make any changes to the account. As such, we must first speak with the account holder, Mr*** ***, and have him provide us with the aforementioned security information before we can discuss the account or assist with the concerns raised in Ms***’s complaintWe look forward to speaking with Mrand Ms*** and encourage them to contact us at their earliest convenience Upon our initial review of this matter, our records reflect in July her disputed equipment non-return fee was credited. As a result, this matter appears to have been fully resolved. If we can be of further assistance regarding these matters, 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 3:p.m., Central Time Sincerely, Minnie SExecutive Services Analyst

March 29,
Paul ***
Revdex.com
Ward Parkway, Suite
Kansas City, MO
Re: Revdex.com Complaint ***, *** ***
Sprint Account XXXXX***
Sprint Case ***
Dear Mr***:
The inquiry referenced above has been forwarded for our reviewWe
appreciate your assistance in bringing our customers’ concerns to our attention
According to the information provided, Ms*** *** stated that she was misinformed at the point of sale regarding the terms of the lease of her deviceShe stated that she was advised that she could return the device at any time without any penaltyShe stated that she was recently advised that she would incur an early lease cancelation fee if she returned the deviceAs a result, Ms*** is requesting that we release her from her current lease agreement
During our discussion with Ms***, we apologized for any inconvenience she may have experienced as a result of this issueFurther, in an effort to resolve Ms***’s concerns, we agreed to release her from the current lease agreement on her account with the condition that she returns the iPhone deviceMs*** ported the subscription to a new carrier and she is aware that she is responsible for any remaining balance on the account
If we may be of further assistance with this matter, please contact us by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####I am available Monday, Tuesday, Thursday and Friday from a.mto p.m., Central Time
Sincerely,
Tobias T
Executive Services Analyst

March 24,
Revdex.com Serving Greater Kansas City
Ward Parkway
Kansas City, MO
***
Re: Revdex.com File #***, *** ***
Sprint Account: xxxxx***
Sprint Case # ***
To Whom It May
Concern,
Sprint is in receipt of the above-referenced complaint of Ms*** *** submitted on March 13, We appreciate your assistance in bringing our customer’s concern to our attention
According to the information provided, Ms***’s believes that Sprint violated her privacy by not advising her that phone numbers are recycledMs*** requested that Sprint review this matter, and adjust the cancellation charges assessed to her Sprint account
Sprint has reviewed Ms***’s complaintPlease note no one customer “owns” any phone numberSprint and other companies purchase phone numbers which we ownConsumers have the ability to port out/in numbers due to FCC rules but they do not “own” themIf a number is ported out, it is later acquired (purchased) by the new carrier after a period of timeBut we have the right to recycle numbers and are not obligated to allow one person to keep a number for life or indefinitelySo when people cancel, yes the phone number goes back into our general pool of eligible numbers and may be used in production again within days and possibly sooner depending on our policy at the current time
According to our records, Ms*** upgraded the device associated with phone line ending in *** on December 2, At that time, she purchased a device at discounted pricing in exchange for a two-year Subscriber Agreement renewalFor details regarding a 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 a customer terminates Sprint service prior to satisfying the two-year Service Agreement, applicable Early Termination Fees will apply; accordingly please visit www.sprint.com/etf for details about Early Termination Fees
Additionally, the device associated with phone line ending in *** was upgraded on March 28, 2016, and Ms*** purchased a device via Sprint’s Monthly Installment Billing programSprint 24-Month Installments is a device installment agreement that gives new and existing customers an affordable option to activate/upgrade to a Smartphone, feature phone or tablet deviceCustomers simply purchase an eligible device with no or a variable down payment, depending on device, and agree to monthly installment payments for each financed deviceThere are no service discounts for devices purchased through Sprint 24-Month Installments and at the time of purchase the customer will be required to pay all applicable sales tax against the Suggested Retail Price (SRP) as well as any applicable down payment for any device being purchasedFor additional information and eligibility requirements customers can visit www.sprint.com/easypay
Our records further indicate that Ms*** ported-out phone lines ending in *** and *** on January 31, 2017, to another wireless service provider, prior to completing the terms of the respective Service Agreement and Installment Billing AgreementAs a result, Ms***’s account was systematically assessed an Early Termination Fee and Installment Billing accelerated cancellation charge as reflected on the February billing statement
Based on the information outlined above, we must respectfully deny her request to waive the disputed cancellation chargesWe spoke with Ms*** on March 15, 2017, an attempted to discuss her concernsAt the onset of the call, we informed Ms*** that this call may be monitored for quality and training purposesDuring the call, Ms*** stated that she does not give Sprint permission to record the callWe explained to Ms*** that we will respond to the Revdex.com with our findings accordingly, which Ms*** agreedShould 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
If we can be of further assistance, Ms*** can contact the Executive and Regulatory Services department toll free at ###-###-####I am available Monday through Friday, from a.mto 4:p.m., Eastern Standard Time
Sincerely,
/s/ Hakima W
Hakima W
Executive & Regulatory Services

Tell us why here...September 26,
Revdex.com
Ward Parkway
Kansas City, MO
Re: Revdex.com Case ***, Nicholle ***
Sprint Account XXXXX***
Sprint Case ***
To Whom It May Concern:
Sprint is in receipt of the above-referenced inquiry of
Nicholle *** submitted on September 15, 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 network concernsMs*** expressed her dissatisfaction with the lack of coverage in her home service area in Lavalette, NJMs*** requested that Sprint review this matter and take the appropriate action
Sprint has investigated Ms***’s complaintWe regret that the coverage in Ms*** area has fallen short of her 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 research into this matter determined that Ms***’s home service area is within Sprint’s "good" coverage area
Please note, as stated in our Terms and Conditions of Service which can be viewed at ***, the coverage and quality of wireless services and data speeds may be affected by conditions beyond our controlWireless services cannot be regularly transmitted through concrete structures such as buildings, basements, walls, and various other structuresAs a result, customers may experience difficulty making or receiving calls when indoorsIn addition, data coverage is not available everywhere and service speeds are not guaranteedService speeds may depend on the service purchased and actual speeds will varyEstimating wireless coverage, signal strength, and service speed is not an exact scienceThere 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
We spoke with Ms*** on September 22, 2017, to relay the above informationMs*** stated that she was experiencing coverage issues while driving in her home service areaDuring that call, we informed Ms*** we would need a physical address to investigate her coverage concernsHowever, Ms*** declined to provide a physical address to investigate her coverage concernsAs a result, Ms*** expressed her interest in porting-out her phone number ending in *** to another wireless service providerTherefore, we advised Ms*** with the return of her device we would allow her the ability to cancel her Lease Agreement associated with phone number ending in *** with the waiver of the Lease cancellation and Lease Device Purchase Amount chargesTo facilitate the return of the device, we have agreed to send a return kit to Ms***’s address on fileHowever, prior to the return kit being processed, we informed Ms*** that she must disable the activation lock on her Apple device in order for us to process her return kitOnce completed we will process the return kit accordingly
Please note that we ask that Ms*** allows 10-to have the aforementioned charges adjusted from the time the devices are received and processed at our Returns warehouseAlthough Ms*** acknowledged the information and resolution that was relayed to her, we received email correspondence from Ms*** on September 22, 2017, advising us that she has elected to take alternative actions to resolve this matterWhile we regret that Ms*** may disagree with our position and resolution, we are confident that her network concerns were addressed to the best of our ability
We appreciate Ms*** taking time to provide details of her experience with our Customer Care groupWe are continually striving to improve the quality of service provided to our customersPlease be assured that we value Ms***’s feedback and that her concerns will be forwarded to the appropriate managerial staff for further review
We regret any inconvenience Ms*** may have experienced regarding this matterIf Ms*** has any further questions about this matter, we can be reached by calling the Executive and Regulatory Services Department at ###-###-####, Monday through Friday, between a.mand p.m., Central Time
Sincerely,
/s/ Terrance ***
Terrance ***
Executive & 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,
Ashley ***

April 26,
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 Mr*** ***
regarding Sprint account XXXXX***We appreciate your bringing our customers’ concerns to our attention
In his inquiry, Mr*** described unfavorable customer experiences from our representatives during his attempts to address his network concerns, citing that he experienced dropped calls, difficulty in accessing data from his device and could not rely on the coverage in his residential area prior to canceling his serviceAs a result, he requested that we apply credit to his account to offset the outstanding balance and remove any negative information associated with the referenced account
We appreciate Mr***’s taking the time to provide us with details regarding his experiences with our Customer Care representatives and networkWe 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 further regret any inconvenience that may have occurred related to Mr***’s network concerns and Sprint billingAs stated in our Terms and Conditions of Service which can be viewed at www.sprint.com, coverage and quality of wireless services and data speeds may be affected by conditions beyond our controlWireless services cannot be regularly transmitted through concrete structures such as buildings, basements, walls, and various other structuresAs 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 guaranteedService speeds may depend on the service purchased and actual speeds will varyEstimating wireless coverage, signal strength, and service speed is not an exact scienceThere 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 serviceWith respect, we would note that the nature of the wireless signal precludes any carrier from providing seamless coverageSprint has made no warranty or guarantee of the same
Customers should generally receive signal strength sufficient to make and receive calls outdoors, but signal may be lost in a car and in buildingsHowever, it is important to note that certain areas may have limited or no coverage and various factors such as terrain, foliage, and buildings may affect actual coverage in a particular area even when estimated to be within 'best' coverage
During our April 13, 2017, conversation with Mr***, we provided the referenced informationWe further advised that during his interaction with representatives of our Customer Care department, credits totaling $were applied to his account on
April 8, 2017, to offset the outstanding balanceThose credits are reflected on his April invoiceBecause those credits were applied after the due date, a late fee in the amount of $was accessed to Mr***’s account; therefore, we applied an additional credit to offset that feeAs a result, his account is now in canceled status with a zero balance, and no additional payment is due
In addition, we have 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 that Mr*** accepted our response, and we were able to reach an amicable resolutionIf we can be of further assistance regarding these matters, he can contact me directly by calling our Executive & Regulatory Services department toll-free at ###-###-####, #***I am available Monday through Friday between 9:a.mand 5:p.m., Central Time
Sincerely,
Tiffany G
Executive Services Analyst

July 26, Revdex.com Ward Parkway, Suite Kansas City, MO Re: File Revdex.com Complaint *** Account XXXXX***, *** *** Case *** To
Whom It May Concern: Sprint is in receipt of the above-referenced complaint of *** ***We appreciate your assistance in bringing our customer’s concern to our attention In the information provided, Mr*** outlines billing concerns associated with his account including a cancellation fee for a device that was returned in store on July 7, 2017. Mr*** reports that he has attempted to address this issue on multiple occasions; however, his concern remains unresolved. Mr*** is requesting that these issues be reviewed and cancellation fee for the device that was previously returned be removed. We regret any inconvenience the account concerns referenced in the inquiry may have caused. During our conversation with Mr*** on July 25, 2017, we reviewed the store interactions that took place on July 7, 2017. He returned multiple devices that were under Lease agreements. Mr***’s line was ported out on July 2017. This device was under a two-year Service Agreement. Our records reflect that he upgraded in July to the iPhone SE Gray 16GB. Mr*** claims he never upgraded and has been using the same device, an iPhone 5S, for the past four years. On his July invoice, Mr*** was assessed an Early Termination Fee (remaining contract balance) which caused an increase in his bill. Given Mr***’s year account history and to ensure customer satisfaction we agreed to waive the Early Termination Fee as we were able to confirm receipt of iPhone SE device in store. We have applied the adjustments and confirmed that the Early Termination Fee has been removed. Mr*** confirmed that his issues have been addressed and resolved to his satisfaction We appreciate Mr*** taking time to provide details of her experienceWe are continually striving to improve the quality of service provided to our customers. Please be assured that we value customer feedback and that Mr***’s concerns will be forwarded to the appropriate managerial staff for further review If we can be of further assistance, Mr*** 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 5:p.m., Central Time Sincerely, Tracey FExecutive Services Analyst

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
At the moment today is sunday march 13,I have return the units to the store I was told to deliver them in the store the manager bought the phones from me because he was not autorize or any store is autorize to take phones to send them back he bogthen half price wich im not happy about I would like to speak more of this because that is not what we discuss.Ive attach the recip picture to show prices they gave to my phones no other evidence was given to me
Regards,
*** ***

February 5,
*** ***
Revdex.com
Ward Parkway, Suite
Kansas City, MO
Re: Revdex.com Case ***, *** ***
Account XXXXX***
Case
Dear Ms***:
Sprint is in receipt of the inquiry of Mr*** *** regarding his Sprint accountWe
appreciate your assistance in bringing our customer’s concerns to our attention
According to the information provided, Mr*** expressed his dissatisfaction the installment charges that have been assessed to his account for accessories that he was told would be free
We spoke with Mr*** on January 26, 2016, and addressed his concernsWe advised him that we regret any miscommunication that may have occurred regarding his transaction at the store on October 11, We confirmed that he signed a monthly installment agreement to pay $per month for twelve months for the accessories he receivedWe also determined that he is not eligible to return the equipment because it was not returned within the 14-day return periodIn an effort to resolve his dispute amicably, we agreed to cancel his installment agreement and waive the remaining unpaid charges totaling $149.93, which will eliminate future monthly charges of $for this equipmentMr*** accepted this action as full resolution for his dispute
If I may be of further assistance, I can be reached by calling the Executive and Regulatory Services Department toll-free at ###-###-####, ext***I am available Monday through Friday, between 10:a.mand p.m., Central Time
Sincerely,
Clara C
Executive Services Analyst