Sprint Corporation

July 25,
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 complaintWe appreciate your
assistance in bringing our customers’ concern to our attention
According to the information received, Mr*** stated that in February 2017, Sprint offered him a sales promotion to purchase an iPhone device with a $monthly discount via Sprint’s Lease programMr*** stated that upon accepting the aforementioned offer, his monthly invoices did not reflect the monthly leasing discountMr*** further stated that his limited Data 50% off competitor plan was removed from his account without his authorizationTherefore, Mr*** requested that Sprint review this matter and modify his Lease Agreement associated with his iPhone device purchase to reflect the $monthly discount and reinstate his limited Data 50% off competitor plan
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 web site at www.sprint.com have not deviated from the published informationIn 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 pricingAdditionally, our records reflect that on January 15, 2017, Mr*** accepted a promotional offer to specifically upgrade phone number ending in ***, in exchange for a $monthly leasing discountPer the device promotion that Mr*** elected at that time of his upgrade, he was not required to return his previously active, leased deviceOur records further reflect that on June 1, 2017, Mr*** swapped the aforementioned iPhone device from phone number ending in *** onto phone number ending in ***On June 18, 2017, Mr*** spoke with our Online Customer Care management team and in an effort to resolve his promotional billing concerns, Sprint applied an adjustment totaling $to offset the $monthly leasing discount for the past six months invoicesHe was further advised that the $monthly leasing discount credit would be reflected on his July invoice
Furthermore, our records reflect that on June 4, 2017, we spoke with Mr*** regarding his limited Data 50% off competitor plan based on his three lines of serviceSpecifically, Mr*** was enrolled in our GB 50% competitor planPlease be advised that effective November 20, 2015, customers porting in from select wireless carriers may be eligible to participate in the 50% off competitor planTo participate in the 50% off competitor plan, qualified customers must poa new line of service to Sprint during the promotional periodThis special half-off competitor plan pricing includes unlimited talk & text, and Data shares across eligible phones and tablets until January 31, For more information about Sprint’s 50% off competitor plan promotion, please visit www.sprint.com/halfprice
Our records reflect that Mr*** requested to update his three lines of service to our Unlimited Freedom plan, effective on July 4, As such, Mr***’s July invoice reflects the aforementioned price plan changesOn July 9, 2017, Mr*** contacted our Online Customer Care team to dispute his July invoice charges and request to reinstate the former limited Data 50% competitor planOur records reflect that on July 10, 2017, Mr***l spoke with our Customer Care management team concerning his request to reinstate the limited Data 50% competitor plan and he was advised that he was unable to receive the limited Data 50% competitor plan and the iPhone 7, $monthly leasing discount, simultaneouslyIn an effort to reach an amicable resolution, Mr*** agreed to update the Unlimited Freedom plan on his three lines of service to receiving an additional $off lines 1-until June 30, with enrollment in our Automatic Payment program
We spoke with Mr*** on July 24, and relayed the above informationWe further advised him that based on a review of his billing account concerns Sprint maintains there was no miscommunication or unauthorized price plan changesMr*** was advised that should he return the iPhone leased device, and activate another device that is not enrolled in our leasing program, his line of service will incur a monthly $Subsidized Phone chargeMr*** has confirmed his understanding of the information that was relayed to him
We regret any inconvenience this matter may have caused Mr***If we can be of further assistance with this issue, Mr*** 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

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 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

July 28, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case ***, Bridget E*** Sprint Account xxxxx8118, Douglas E*** Sprint Case *** To Whom It May Concern: Sprint is in receipt of the above-referenced rebuttal complaint of MsBridget E*** on behalf of Sprint account holder MrDoug E***We regret the circumstances that led MsE*** to contact your office again. In MsE***’s follfiling, she expressed her dissatisfaction with the terms and guidelines of Sprint’s Leasing program associated with her line of service on MrE***’s account. Although, MsE*** has indicated that she is satisfied with Sprint’s decision to waive her Lease Agreement; however, she asserts that the terms and guidelines was not properly disclosed to her upon the completion of her device upgrade. Lastly, MsE*** expressed her concerns with the unfavorable customer service experience she encountered while attempting to resolve her account concerns. MsE*** requested that Sprint review this matter and respond accordingly Sprint has reviewed MsE***’s complaintAs indicated in our letter dated July 19, 2017, we regret any misunderstanding that may have occurred regarding the device upgrade options available to MsE*** during the device upgrade transaction of July 4, 2015, referenced in MsE***’s inquiry. Our records reflect that the disputed device Lease Agreement was properly initiated on that date and that all charges associated with the lease, including the Lease Device Purchase Amount option due upon the satisfaction of the Lease Agreement term if the corresponding device is not returned to us, is clearly outlined in the lease documents, a copy of which was provided at the time of the device upgrade. During our July 18, 2017, conversation with MsE***, we explained the information outlined above. We also confirmed that, although we were unable to identify any error on Sprint’s part regarding her equipment lease dispute, our records further reflect that she previously spoke with representatives of our executive management team who agreed to cancel the referenced device Lease Agreement effective July 12, 2017, with no further billing or charges, which MsE*** accepted as a satisfactory resolution. While we regret that MsEaston may disagree with our response, we are confident that her account concerns were addressed and resolved to the best of our abilityConsequently, all further inquiries regarding this matter will be met with the same response We appreciate MsEaston taking time to provide details of her experience with our Customer Care group. We are continually striving to improve the quality of service provided to our customers. Please be assured that we value MsEaston’s feedback and that her concerns will be forwarded to the appropriate managerial staff for further review If we can be of further assistance with this matter, MsEaston can contact me by calling the Sprint Executive & Regulatory Services department toll-free at 1-855-848-3280, extension 6872. I am available Monday, Wednesday, Thursday, and Friday from 7:a.mto 5:p.m., Central Time Sincerely, Katherine DExecutive 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.All complaints have been resolved
Regards,
*** ***

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
In the information provided, Ms*** described unfavorable customer service experiences when she attempted to upgrade a line of service on her account with a 2-year service agreement for a subsidized discount deviceMs*** stated that because Sprint advised her that she could upgrade her line of service through either an installment or lease agreement, she agreed to purchase the device through a 24-month installment agreement with a promotional offer to receive $in total equipment credits and a monthly loyalty creditHowever, Ms*** further stated that when she was transferred to our Telesales group, the offers extended to her were not availableMs*** requested Sprint to upgrade her line of service as communicated to her by the Care representative, or allow her to receive a subsidized discount device with a 2-year service agreement
We regret any possible misunderstanding that may have occurred related to our promotional offersWe work diligently to ensure that information provided by our staff and included on our website and in our brochures is accurate and contains material that will allow customers to make informed decisions regarding Sprint services and productsWe have built a solid reputation on honest business practices, and it is not our intention to mislead or confuse our customers with regard to the services or products we provide
Our records reflect that Ms*** contacted us on April 1*, 2017, to upgrade the device associated with mobile number xxx-xxx-*** with an Apple iPhoneOur review reflects that Ms*** was advised that she would be eligible for upgrade through either the purchase of either the iPhone or Plus at full suggested retail price, or through a 24-month installment agreement, or by leasing the deviceIn addition, the Care representative went over multiple promotional offers of which Ms*** agreed to our $monthly equipment credit for either the iPhone or 7Plus with a 24-month installment agreementOur records reflect that Ms*** was advised that after the equipment credit, she would be paying a recurring $8.** a month equipment charge to purchase her device during the duration of the 24-month installment agreementSubsequently, when Ms*** was transferred to our Telesales group to assist her with the upgrade, the promotional offer was not extended to her and she did not upgrade her deviceOur records further reflect that contacts to our Care group occurred with Ms*** that same date through April 17, 2017, in her attempt to resolve her dissatisfaction of the interaction that occurred with our Telesales representative and that we offered a $courtesy credit for two months for the inconvenience she may have experiencedRegrettably, our records reflect that in error, we applied $courtesy credit for two months
Our records reflect that Ms*** spoke with us on April 18, 2017, and we advised her that the loyalty credit and $8.** recurring monthly equipment credit promotions were not compatible to receive at the same timeWe also directed her to visit an Apple store to upgrade the referenced line of service with a 2-year service agreement as we could only upgrade her by purchasing the device at full suggested retail price, purchase through a 24-month installment agreement, or by leasingWe further offered to apply a credit to her account to offset $of to the cost of the device once she completed the upgradeThat same date, our records show that Ms*** upgraded to an Apple iPhone Plus for the referenced mobile number with a 2-year service agreement to be satisfied April 17, However, the $credit was not applied as agreed
During our May 8, 2017, conversation with Ms***, we explained the information outlined aboveIn an effort to demonstrate our commitment to excellence, credits totaling $were applied that same date to offset the promised $equipment and the $in total courtesy credits that were promised to herMs*** expressed her satisfaction with our resolution
We appreciate Ms*** taking time to provide details of her experience with our Telesales and Customer Care representativesWe are continually striving to improve the quality of service provided to our customersWith the information in Ms***’s account, we were able to identify the Telesales representative involved in her initial disputePlease be assured that this experience is not indicative of the level of service we expect from our employeesThe feedback Ms*** provided has been forwarded to the appropriate management staff for further review
We regret any frustration this matter may have caused but are pleased that we were able to resolve Ms***’s reported concerns satisfactorilyIf she has any further questions regarding the actions taken to resolve her issues, Ms*** can contact me directly by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext***I am available Monday and Wednesday through Friday, between a.mand p.m., Central Time
Sincerely,
Linda W
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

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,
*** *** *** 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

July 21, 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 of Mr*** ***. We appreciate your assistance in bringing our customers’ concerns to our attention In Mr***’s inquiry, he disputed his final Sprint invoiced balance due, advising that we continued to assess charges after his contact with us to cancel his services. He requested that we credit his account for the unused portion of his final billing cycle and adjust his final balance due accordingly. We regret the circumstances that led to Mr***’s decision to terminate his services with us, as well as any possible misunderstanding that may have occurred regarding his Sprint billing. However, we were unable to identify any billing errors associated with her account. We spoke with Mr*** on July 21, 2017, and confirmed that he ported his wireless number from our network to another service provider on June 1, 2017, and that his account was closed at the end of his then-current billing, June 26, We also informed him that Sprint advertises and provides services in monthly increments. As such, if services are terminated before the end of a customer’s billing cycle, we do not prorate monthly service charges, nor do we provide refunds or credits for any unused minutes in the service plan. We further explained that the balance due of $reflected on his account and June invoice included charges for his monthly services from May through June 22, 2017. As a result, we explained that his disputed charges are validWe also confirmed that he remitted a payment of $on July 16, 2017, and that, as a result, his account is now in closed status with a zero balance. We regret any inconvenience this matter may have caused, as well as the loss of Mr***’s business. If we can be of further assistance with this matter, he can contact me by calling the Executive & Regulatory Services department toll-free at ###-###-####, ext***. I am available Monday through Friday between 7:a.mand 4:p.m., Central Time Sincerely, Sean *** Executive 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 29,
Revdex.com
Ward Parkway, Suite
Kansas City, MO
Re: Revdex.com Complaint ID ***
Sprint Account XXXXX***, *** ***
Sprint Case
To Whom It May Concern:
Sprint is in receipt of the rebuttal complaint of Ms*** ***We appreciate your assistance in bringing our customers’ concerns to our attentionAccording to Ms***’s subsequent inquiry, her issue remains unresolved
We spoke with Ms*** on April 7, 2016, and she advised that she was able to view the $credit applied to her account to offset the TEP deductibleWe also assured her that Total Equipment Protection was canceled on March 20, 2016, as she requested and Ms*** confirmed that her concerns are now resolved
We regret any inconvenience Ms*** may have experienced as a result of this matterShould Ms*** need further assistance, she 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,
April ***
Executive Services Analyst

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

[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: there were no calls as I had to make the additional payment that I was told I could make later because my service was interruptedThere were no emails regarding this matterThe matter was not resolved and the representatives were not trained correctly to let me know they couldn't help with this situation
Regards,
Jeffrey ***

No I did notAnd phone still states network ID as SprintI work as an IT and they have not followed throughAs of now with the dalays interfering with my businessWhen they unlock phone they will receiceve the agreed amount of payment noted in their letterThe phone is not unlockedI went to another mutual service provider and they stated that as a factSPRINT NETWORK ON PHONE.PLEASE RESOLVE AMMICABLY TO UNLOCK PHONE OR Further delay will resolve in no payment to Sprinti cannot pay for services at once.*** ***

July 14,
Revdex.com Serving Greater Kansas City
Ward Parkway
Kansas City, MO
[email protected]
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
July 3, We appreciate your assistance in bringing our customer’s concern to our attention
Ms*** filing expresses her dissatisfaction with unauthorized activity associated with her accountAccording to Ms***, an end-user on her account upgraded a device without her authorizationMs*** requested that Sprint review this matter and take the appropriate action
Sprint is committed to protecting the privacy of our customersIn 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 accountSpecifically, 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
We have investigated Ms***’ concerns and determined that an end-user on the account upgraded the device associated with phone number ending in *** at a third-party retail store location on May 11, We determined that the third-party retail store representative fulfilled the request without initially authenticating the accountSprint has addressed this matter in accordance with our security policies and disciplinary proceduresOur records further indicate this matter was resolved on June 30, 2017, with our Customer Care groupAt the time our Customer Care group, sent Ms*** a return kit to the address on file, to facilitate the return of the deviceOnce the device is received at Sprint’s Returns warehouse we will cancel the Installment Billing Agreement and adjust all the charges assessed to the account associated with the unauthorized upgrade
We spoke with Ms*** on July 11, 2017, to discuss her concerns and relayed the above information to herDuring our discussion, Ms*** confirmed that she is in possession of the device and the return kitAt that time, we assured Ms*** once the device is received the Installment Billing Agreement would be cancelled and the appropriate credits would be applied to her accountMs*** acknowledged her understanding of the information provided to her and did not have any further concerns
We 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 7:a.mand 4:p.m., Eastern Time
Sincerely,
/s/ Hakima W
Hakima W
Executive 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

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

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

October 20, Revdex.com *** *** *** *** *** *** *** ** *** Re: Revdex.com Complaint *** Account ***, *** *** Case *** To Whom It May Concern: The above-referenced follinquiry has been forwarded to our office for review. We appreciate your assistance in bringing our customers’ concern to our attention and regret any inconvenience that this matter has caused Ms*** According to the additional information provided Ms*** remains dissatisfied with her customer experience while addressing billing and payment issues on her account 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 web site at *** have not deviated from the published information Sprint has completed an additional review of Ms***’s account and again notes that we are unable to substantiate any errors. All promised credits have been applied and the refund noted in her inquiry was processed and has been received by her at this timeAdditionally, our records reflect that the auto-pay feature was set up by Ms*** on September 20, and subsequently canceled on October 12, Based on this, we find no error with the auto draft payment accepted for the valid balance on Ms***’s account. During our follconversation with Ms*** on October 19, 2016, we advised her of the above information. As a result, we respectfully decline her request for additional credit We regret any inconvenience that these matters may have caused. If we can be of further assistance with this matter, I can be reached at the 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