Sprint Corporation

Sharon R help me reset my pin number and my security question so no one could try to change my planShe gave me a free days trial of Amazon Prime im very thankful that she did that as a Goodwill because this has happened to meShe went out of her way to call and respond to my text about the issueAnd anything else that I need so I say Thanks.
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,
*** ***

[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,
Mhd ***

Date Sent: 2/21/2:51:PMComplaint: *** the company has already taken care of my complaint and this case can be closedRegards,*** ***

June 19, 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 rebuttal inquiry filed by Ms*** ***. We appreciate your assistance in bringing our customers’ concern to our attention. According to Ms***’s subsequent complaint, she did not receive a follcall from our office as promised. In addition, she indicates that she was not made aware that the $rate quote included a $discount per line with enrollment in AutoPay, and did not include taxes and fees. further, Ms*** would like her account to be reverted back to her original plan Our attempts to reach Ms*** by phone and email on June and 19, 2017, to discuss her additional concerns were unsuccessful, and unfortunately, we have not receive a response We regret any misunderstanding that may have occurred as a result of our initial conversation with Ms*** as our records do not reflect a follcall was originally committedNonetheless, based on Ms***’s dispute of the monthly charges on her account, which she indicated were quoted to total $for the plan and equipment, the customer service call was reviewed for clarification. During that interaction, we confirmed that the representative quoted Ms*** a rate of $308, which included a $AutoPay discount per line ($5Xlines), and excluded taxes and surcharges. At that time, Ms*** accepted the plan change and charges. Prior to communicating our findings to Ms***, her concerns were escalated to Sprint management for additional review. After determining that no Sprint error occurred, we were unable to honor her request to reduce her monthly service and equipment charges to $308. Additionally, we confirmed that she does not qualify for any additional discounts that would lower her monthly billing while remaining on an unlimited planHowever, as a gesture of goodwill, we will apply a one-time $credit to her account, which is equivalent to the $per line Auto-Pay discount for a period of four months. This offer is available for Ms***’s acceptance for the next days or no later than July 3, 2017. In addition, we can discuss alternative plan options if she no longer requires unlimited services We regret any frustration that Ms*** may have experienced as a result of this matter. If she has any further questions, or if she would like to accept my offer, I can be reached by calling our Executive & Regulatory Services department toll-free at ###-###-####, extension ***. I am available Monday through Friday from 7:a.mto 3:p.m., Central Time Sincerely, April *** *** April *** *** 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

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

[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:EXTREMELY UNRESOLVED ISSUEI speak with a representative over the phone from the Revdex.com (4/14/- 11:35am), and he told me that I would need to get in touch with you, in order to reopen case number*** I was in lengthy and somewhat amicable arbitration with a sprint representative - Case: ***, she stated that sprint company policy prohibits any apology letters, and also the request for a free galaxy phone had been rejectedNow after speaking sometime with the sprint representative, she amicable cancelled the service charges on the tabloid, in which I had upon its purchase maybe used three times, and never used thereafter, but I have amicably requested numerous times, if the tabloid service charges could be removed off my cellular phone payments, and I was rejected each and everytime by Sprint, but she accredited $my account toward a new sim- card, The sprint presentative also was in arbitration with the *** Insurance Company, an representative of the *** Insurance Company stated that there were no Galaxy Note Edges in stock, but If I would except the Galaxy 7(the Galaxy phone was not available), so the representative of the *** Insurance Company offered to fedex a check in the amount of $to my address
Regards,
*** ***

June 16, 2017 Revdex.comWard Parkway, Suite 401Kansas City, MO 64114 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 inquiry, Ms*** stated that although she was advised by Sprint that her device’s manufacturer would exchange her defective device, the manufacturer refused to do so. She further stated that one of our representatives offered her a $credit towards the purchase of a new device, which she declined. Additionally, she stated that she was contacted by one of our representatives who offered her a percent discount on a new leased device. Ms*** stated that she purchased her device at a third-party retailer and contacted us to request the discount, but was advised that there was no record of the offer. As a result, Ms*** requested that we provide the percent monthly discount. We regret any possible misunderstanding that may have occurred related to the terms of the referenced percent off promotion. During our conversation with Ms*** on June 6, 2017, we explained that the terms of our percent discount on a leased Samsung Galaxy device promotion required the addition of a new line of service, which did not occur in this case. Because she did not meet the qualifications of the promotional offer, we are unable to systematically provision the discount to award. However, due to any possible misinformation that she may have received, we offered her a one-time service credit of $295.65, which is equivalent to one-half of the cost of her device. She accepted our offer and we credited her account, accordingly. Ms*** understands that she will continue to be billed for the full monthly equipment lease charge until her lease agreement is satisfied. We appreciate Ms*** for taking the time to provide us with the details of her experiences with our Customer Care representatives, as we are continually striving to improve the quality of service provided to our customers. Please be assured that we value customer feedback and will utilize this input to improve our training and processes. We regret any inconvenience these issues may have caused Ms*** and appreciate her business. If we can be of further assistance with these concerns, she can contact me directly 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

November 11, Revdex.com *** *** *** *** *** *** *** ** *** Re: Revdex.com Complaint *** Account ***, *** *** Case *** To Whom It May
Concern: On October 28, 2016, Sprint received an inquiry submitted by your office on behalf of *** ***. According to the information provided, Ms*** is disputing the $end of lease purchase option charge for her phone, stating that it was to be waived due to the issues she was experiencing with her devices. Ms*** also expressed her dissatisfaction with the level of service received from Sprint while attempting to resolve her concerns. We appreciate your assistance in bringing Ms***’s concerns to our attention We appreciate Ms*** taking the time to provide us with the details of her experience with Sprint. We are continually striving to improve the quality of service provided to our customers. Please be assured that we value Ms***’s feedback and that her concerns have been forwarded to the appropriate managerial staff for further review Our Sprint Lease program is an industry-first option that gives qualified new and existing customers the flexibility to lease select Smartphones and Tablets for a lower monthly cost versus purchasing the device. Lease payment varies by device and a down payment may be required and varies by customer and device. With a lease option, Sprint owns the device. At the end of a lease term, you can purchase the device and own it outright, return it to us, or return it to us and upgrade to the latest device. For further information regarding Sprint Leasing please visit *** We regret any confusion regarding the end of lease purchase option. On November 1, 2016, we contacted Ms*** to discuss her concerns in detail. When Ms*** signed the lease agreement, it detailed the monthly lease payments and the purchase option at the end of the lease term. Although we maintain the lease device purchase amount is valid, we applied a one-time credit in the amount of $to Ms***’s account to offset this charge in full in an effort to resolve this matter If additional assistance is required, please contact me by calling the Executive & Regulatory Services department toll-free at ###-###-####, extension ####. I am available Monday through Friday between 8:a.mand 4:p.m., Central Time Sincerely, Susan FExecutive Services Analyst

October 28,
Revdex.com
Ward Parkway, Suite
Kansas City, MO
Re: Revdex.com Complaint ***, Ms*** ***
Sprint Account xxxxx***
Sprint Case ***
To Whom It May Concern:
Sprint is in receipt of the complaint of Ms*** *** submitted on
September 28, We appreciate your assistance in bringing our customer’s concern to our attention
According to the information provided, Ms*** expressed her dissatisfaction with the iPhone device being associated with an Lease AgreementMs*** stated that she wished to have the iPhone device on an Installment Billing AgreementMs*** requested that Sprint investigate this matter
Sprint has reviewed Ms***’s complaintAccording to our records, on February 23, 2016, Ms*** activated an iPhone 6s device on phone line ending in ***, purchased via Sprint LeasePlease note that effective September 19, 2014; Sprint launched the Sprint Lease program, an industry-first option that gives qualified new and existing customers the flexibility to lease select Smartphones and Tablets for a lower monthly cost versus purchasing the deviceLease payments vary by device and a down payment may be required and varies by customer and deviceWith a lease option, Sprint owns the deviceAt the end of a lease term, you can purchase the device and own it outright, return it to us, or return it to us and upgrade to the latest deviceFor further information regarding Sprint Leasing please visit www.sprint.com/lease
Upon activation of the iPhone 6s device, Ms*** was provided with a clear disclosure of her monthly recurring access and equipment lease charges, and all other applicable fees and chargesBased on our review, we were unable to identify any miscommunication on Sprint’s part during the activation of her order
We spoke with Ms*** on October 28, 2016, and discussed this matter in detailDuring that call, we relayed aforementioned information to herWe explained the differences between our Lease and Installment Billing programsAlthough, we did not identify any billing errors, we offered and Ms*** accepted a one-time courtesy adjustment of $to her accountWe apologize for any inconvenience this matter may have caused Ms***
We appreciate Ms*** taking time to provide details of her experience with SprintWe regret that the level of service she received was not indicative of the world-class service we strive to providePlease be assured that we value Ms***’ feedback and will utilize her input to improve our training and processes
If I can be of any further assistance, Ms*** can contact me by calling our Executive and Regulatory Service Department toll-free at ###-###-####, extension ***I am available Monday through Friday, between a.mand p.m., Eastern Time
Sincerely,
Cindy ***
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 ***

March 3, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File *** Sprint Account XXXXX*** *** *** Sprint Case ***
* To Whom It May Concern:
Sprint is in receipt of the above-referenced inquiry filed by Mr*** ***. We appreciate your assistance in bringing our customers’ concerns to our attention. According to the information provided, Mr*** expressed his dissatisfaction with the length of time taken to receive a refund after cancelling his Sprint account Sprint is committed to providing world-class customer service, and we stand behind our commitment with a 30-day Sprint Satisfaction Guarantee return policy on all our products. Customer’s can return their device to the point of sale within that time period for a full refund (day of the days start when the device is activated). Sprint assesses a $restocking fee for devices and a $restocking fee for notebooks, netbooks or tablets. However, if the device is returned in its’ original unopened package, no restocking fee is charged. If their service plan required a service agreement, no termination fee is charged when they cancel within days of activation and the product is returned complete and undamaged. Additionally, we will refund any activation fees within three days of activation. Customers are responsible for all prorated monthly service charges, access and airtime charges, and the related taxes, surcharges and fees accrued on their account through the deactivation date. Please also note that premium content charges, overage minute charges, roaming charges, and applicable long distance and/or International charges will be billed on your final invoice. This policy may not reflect the additional return policies of our authorized third-party dealers or retailers We regret the delay in processing Mr***’ refund. During our initial conversation with Mr*** on February 22, 2017, and follow up conversation on March 3, 2017, with Mr*** ***, an authorized agent on behalf of our account holder, we confirmed that on March 2, 2017, Sprint issued a refund check of $for all monies remitted to us. Mr*** confirmed that that their issue has been addressed and resolved to their satisfaction. We regret any inconvenience these matters may have caused. If Mr*** requires additional assistance, he can contact me directly by calling our Executive & Regulatory Services department toll-free at ***, ext***. I am available Monday through Friday between a.mand p.m., Central Time Sincerely, *** ** Executive Services Analyst

July 27,
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 assistance in bringing our customers’ concerns to our attention and regret the circumstances that led to Ms***’s contacting your agency once again
In her subsequent inquiry, Ms*** stated that she received only one voice mail message and was unable to understand the contact information that was included in that message
Pursuant to our July 14, 2017, response to your agency, we attempted to contact Ms*** via phone and e-mail on July 11, July and July 13, 2017, without successOur attempts to speak with Ms*** verbally on July 21, July and July 26, 2017, were also unsuccessful; however, she contacted us via return e-mail on July 26, 2017, and requested that we work with her to resolve her concerns in writing
We respect Ms***’s requestHowever, due to the nature of her reported concerns, we will need to speak with her directly in order to obtain her account security information and additional details that will aid in our investigationSprint 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 accountAs such, we must first speak with Ms*** and have her provide the aforementioned security information before we can discuss the account or assist with the concerns raised in her inquiry
We appreciate Ms*** taking time to provide details of her experiences with our 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 believe that we can fully address Ms***’s reported concerns, and we look forward to having the opportunity to do soMs*** can contact me directly 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 TimeHowever, I will be out of the office on Friday, July and July 31, 2017, but will resume business hours on Tuesday, August 1,
Sincerely,
Tiffany G
Executive Services Analyst

May 5, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case ***, *** *** *** Sprint Account xxxxx*** Sprint Case *** To Whom It May Concern:
Sprint is in receipt of the above-referenced inquiry of Ms*** *** ***. We appreciate your assistance in bringing our customers’ concerns to our attention In the information provided, Ms*** advised that she contacted customer service to cancel her account and all she wants to do is cancel her service and pay her final bill We regret any frustration that Ms*** may have experienced regarding her billing concernsWe attempted to contact Ms*** via the e-mail provided, *** on April 25, 27, and May 2, and 4, 2017, to discuss her complaint in detail, but we were unable to reach her. We also mailed a letter to the address on file on May 2, 2017, asking Ms*** to contact us Sprint is committed to protecting the privacy of our customers. In accordance with that commitment, we take measures to verify that callers are authorized to discuss and/or make changes to an account. Specifically, we require that each account has a PIN and that the PIN is verified by the account holder authorized to have access to the account before we can discuss sensitive account information or make any changes to the account. If we can be of further assistance with this issue, Ms*** can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext***. I am available Monday Tuesday, Thursday and Friday between 7:a.mand 5:p.m., Central Time Sincerely, Shola AExecutive Services Analyst

February 22,
Revdex.com
Ward Parkway, Suite
Kansas City, MO
Re: Revdex.com Case
***, *** *** ***
Boost Mobile Inquiry
Sprint Case ***
To Whom It May Concern:
Sprint is in receipt of the above-referenced inquiry of Ms*** *** *** regarding our Boost Mobile productWe appreciate your assistance in bringing our customers’ concerns to our attentionAccording to the information provided, Ms*** purchased an LG Optimus from www.boostmobile.com on December 10, 2015, and immediately began experiencing issues with the device upon activation on December 12, She stated that she returned the equipment and contacted Boost Mobile Customer Care to secure a refund, but had not received her refund at the time of her filingShe requested a refund in the amount of $to her credit card
We regret any misunderstanding that may have occurred during Ms***’s attempts to secure her refundDuring our discussion with Ms*** on February 10, 2016, we advised that we would forward her refund request to our finance team for further reviewDuring a subsequent call to Ms*** on February 15, 2016, we advised that a refund in the amount of $was approved, and at that time she confirmed that she has received the refund and considers this matter resolved
On behalf of Sprint, I apologize for any inconvenience this issue may have caused Ms***If she has additional questions regarding this concern, she can contact me by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####, ext***I am available Monday through Friday from 8:a.mto 4: p.m., Central Time
Sincerely,
*** *
Executive Services Analyst

September 28,
To Whom It May Concern:
Sprint is in receipt of the above-referenced complaint of *** *** submitted on September 11, We appreciate your assistance in bringing our customer’s concern to our attention
According to the information provided, Mr***
expressed his dissatisfaction with the level of customer service he received from Sprint while attempting to resolve his billing concernsAdditionally, Mr*** claims that Sprint promised him an adjustment regarding an active Lease Agreement for equipment associated with phone lines ending in *** and ***Mr*** requested that Sprint review this matter; provide an adjustment to his account to reflect a zero balance and a paper statement
Sprint has reviewed Mr***’s complaintOur records reflect that Mr*** established services with Sprint on September 16, 2016, and activated phone number ending in ***Mr*** has added multiple lines of services over his tenure with Sprint; however, he has recently elected to cancel service with Sprint and ported-out phone numbers ending in *** and *** to another wireless service providerFurther review of our records confirmed that Mr*** obtained equipment associated with phone numbers ending in *** and *** via Sprint’s Lease program on January 6,
Effective September 19, 2014, Sprint launched the Sprint Lease program, an industry-first option that gives qualified new and existing customers the flexibility to lease select Smartphones and Tablets for a lower monthly cost versus purchasing the deviceLease payment varies by device and a down payment may be required and varies by customer and deviceWith a lease option, Sprint owns the deviceAt the end of a lease term, you can purchase the device and own it outright, return it to us, or return it to us and upgrade to the latest deviceFor further information regarding Sprint Leasing please visit www.sprint.com/lease
Mr*** claims that he was offered assistance with the cost of his remaining commitment for the Sprint Lease Agreements associated with phone numbers ending in *** and ***, contingent upon return of the equipment in good working conditionSprint confirmed via its records that on July 29, 2016, Mr*** contacted Sprint with the intent to cancel his services and with the waiver of Lease cancellation chargesAt that time, Sprint offered to mail return kits Mr***’s address on file to facilitate the return of the devices in good working condition in exchange for a waiver of the Lease cancellation charges associated with each agreement for phone numbers ending in *** and ***
We apologize for any misinformation Mr*** might have received and any issues he experienced as a result of attempting to resolve this issueOur records reflect that the remaining Lease cancellation charges associated with phone numbers ending in *** and *** have been adjusted in the total amount of $1,002.60, and as of September 16, 2016, Mr***’s account is closed with a zero balance
We spoke with Mr*** on September 16, to discuss his concerns in detail and relayed the aforementioned information to himDuring that call, we advised Mr*** that we understand his request for a paper invoice detailing the account balance; however, his projected invoice date would be available on the 25th of each monthWe have attempted to reach out to Mr*** on September 26, with no successOur intention was to follow up with Mr*** with regard to our previous discussion and advise that as of September 26, 2016, his account is closed in a good standing with a zero balanceFurthermore, Sprint agreed as a one time courtesy to arrange a reprint of the available billing statement dated September 25, to be mailed to the address on file and waive the one time cost of the invoice’s reprint and mailingWe apologize for any inconvenience Mr*** has experienced as a result of this matter
If we can be of further assistance, Mr*** can contact me directly by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####I am available Monday through Friday between 8:a.mand 4:p.m., Central Time
Sincerely,
*** *
Executive Services Analyst

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

May 19, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case ***, *** *** Sprint Account xxxxx*** Sprint Case *** To Whom It May Concern:
Sprint is in receipt of the above-referenced inquiry of Ms*** ***. We appreciate your assistance in bringing our customers’ concerns to our attention In the information provided, Ms*** advised that she upgraded her device on April 29, 2017, and did not agree to change the cost of her Total Equipment Protection (TEP) plan from $to $She is requesting to be put back on her initial $Total Equipment Protection plan We regret any frustration that Ms*** may have experienced regarding her billing concernsWe attempted to contact Ms*** via the e-mail provided, ***@gmail.com on May 8, 15, and 19, 2017, to discuss her complaint in detail, but we were unable to reach her. We also mailed a letter to the address on file on May 18, 2017, asking Ms*** to contact us Sprint is committed to protecting the privacy of our customers. In accordance with that commitment, we take measures to verify that callers are authorized to discuss and/or make changes to an account. Specifically, we require that each account has a PIN and that the PIN is verified by the account holder authorized to have access to the account before we can discuss sensitive account information or make any changes to the account. If we can be of further assistance with this issue, Ms*** can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext***. I am available Monday Tuesday, Thursday and Friday between 7:a.mand 5:p.m., Central Time Sincerely, Shola AExecutive Services Analyst Tell us why here

[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:(1) Sprint had admitted that there are towers issues and there was no timelines given when these towers will be repairedNo actual resolution in hereIn addition, I was told by Sprint's rep that they repair crew has no access to the towers as the builidngs where these towers installed don't permit them access(2) No service interruption credit is warranted! Sprint admitted that I am experiencing these dropped calls issues and slow internet connection meanwhile credit is not warranted, how can this be?(3) Until today's date, I am still having the same reported issues in regard to slow data connection and dropped calls
Regards,
*** ***

[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,
Silas K***