Sprint Corporation

Re: Revdex.com Case ***, Stewart C*** Sprint Account XXXXXSprint Case # *** To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of Stewart C*** submitted on December 15, 2017. We appreciate your assistance in bringing our customer’s concern to our attention According to the information provided, MrC*** stated that he encountered an unfavorable customer service experience upon returning his devices to the original point of sale, during Sprint’s 14-day Satisfaction Guarantee return period Sprint has reviewed MrC***’s complaint. According to our records, on July 13, 2017, MrC*** visited a third-party retail store location and established service with Sprint. During this sales transaction, MrC*** activated a Samsung Galaxy SPlus device via Sprint’s 18-Month Leasing program, which required a down payment of $35.22. Additionally, MrC*** purchased a Slate Tablet device via Sprint’s 24-Month Installment Billing program, which required a down payment of $We confirmed that MrC*** returned the devices to the original point of sale on, July 28, 2017, which cancelled phone number ending in 2248. At that time, MrC*** declined a refund of $which represents the value of his previous wireless service provider’s tradevice. Also, on July 29, 2017, MrC*** ported-out phone number ending in to another wireless service provider effectively cancelling his Sprint account. We confirmed on August 1, 2017, a refund was approved and processed in the amounts of $and $35.22, to MrC***’s credit card on file, which represents the down payments remitted at the time of activation. We spoke with MrC*** on December 22, 2017, regarding his account concerns. In an effort to ensure a satisfactory and mutually resolution, we offered to approve and process a refund of $and apply an adjustment of $85, leaving his Sprint account closed with a zero balance. However, MrC*** declined our proposed offer and requested that we provide him with a refund in the amount of $350, which he believes is the value of his previous wireless service provider’s tradeviceAt that time, we respectfully denied his request. Should MrC*** reconsider and wish to accept our proposed offer, we urge him to contact the undersigned directly at the phone number noted below within in days from the date of this response. We regret any inconvenience MrC*** may have experienced regarding this matterIf MrCoder has any further questions, we can be reached by calling the Executive and Regulatory Services Department at 1-844-282-ext8712, Monday through Friday, between a.mand p.m., Central Time. Sincerely, /s/ Terrance Robinson Terrance Robinson Executive & Regulatory Services

April 29, 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 complaint of Ms*** ***. We appreciate your assistance in bringing our customers’ concerns to our attention. According to the information provided in Ms***’s inquiry, she advises that she contacted our Customer Care Department after she ported her numbers to obtain the amount of the final bill, including cancellation charges. She further advises that she was not informed by our representative that her account would be assessed a $lease cancellation charge for each line. Therefore, she is requesting that we review this matter, and apply a $credit to her account After a review or our records and the call dated April 4, 2016, we confirmed that the lease cancellation charges totaling $were not communicated to Ms***. As a result, we applied credits to her account to offset these charges. We advised Ms*** on April 28, 2016, that with these credits, her final balance is now $621.56. She is satisfied with the resolution We appreciate Ms*** for taking time to provide details of her experience with our Customer Care representative. 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 Ms*** may have experienced as a result of this matter. If she needs further assistance, she can reach me toll-free at ###-###-####, ext***. I am available Monday, Tuesday, Thursday, and Friday from 7:a.mto 5:p.m., Central Time Sincerely, Michal MExecutive Services Analyst

Complaint: ***
I am rejecting this response because:I was unable to call Sprint because they disconnected my serviceWhen the representative assigned to my case called it was 7:amI now have another service provider and will at attempt too contact her
Regards,
*** ***

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

August 15, 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 complaint of *** ***, submitted on July 26, We appreciate your assistance in bringing our customers’ concerns to our attention According to Ms***’s filing, she expressed her dissatisfaction and requested clarification with her account being assessed the $per month Account Spending Limit (ASL) feeMs*** stated that she was not informed of the chargeMs*** requested that Sprint review this matter and provide her with an amicable resolution Sprint has reviewed Ms***’s complaint. Our records reflect that correspondence noting the Account Spending limit charge, deposit, equipment type and cost was provided to Ms***Furthermore, Ms***’s account was activated with a spending limit based on the results of the credit evaluation performed when she established service with us. Our system will electronically monitor and may interrupt her service when the account balance is not paid timely. A courtesy text message will be sent to the primary phone on the account when percent of the spending limit is reached. If a payment is not made, and the account balance reaches the spending limit, outgoing calls from the primary phone will be routed to our automated system, which will allow our customer to obtain the current balance and make a payment. Once the account balance exceeds the spending limit, inbound and outbound calls to the mobile numbers on the account, as well as any Direct Connect and voicemail services, may also be blocked Service interruptions can be avoided by paying the balance due in full as soon as the invoice is received, remaining within the allotted monthly service plan minutes, and refraining from incurring excessive Directory Assistance Plus or roaming charges. These charges are calculated to the account on a daily basis and can lead to service interruption at any time during the billing cycle, whether or not an invoice has been received. If usage continually exceeds the minutes in the service plan, other options may need to be explored Sprint will waive the $Spending Limit Program fee for customers who enroll in our recurring automatic payment and e-Bill programs. Ms*** can setup recurring automatic payment and enroll in e-Bill via www.sprint.com by logging on to her My Sprint account, or may contact our Customer Care department by dialing *from her Sprint device to request that a recurring automatic payment and e-Bill enrollment form be sent to her address on record. If recurring automatic payments or e-Bill are cancelled, the fee will be applied to the Ms***’s account We spoke with Ms*** on August 14, 2017, and relayed the aforementioned information. During our discussion, we offered to enroll her account in our Automatic Payment and Electronic Billing (e-Bill) program; however, Mr*** declined our optionsAdditionally, we advised Ms*** that upon establishing her account with Sprint, we obtained information during her credit evaluation, resulting her account to established with an Account Spending Limit (ASL), which is a limit that we place on the amount of unpaid charges a customer can accumulate on the account, regardless of when payment on those charges are due. We reserve the right to determine which charges count toward the Account Spending Limit fee. In addition, to resolve this matter, on August 14, 2017, we offered to apply a one-time adjustment of $to her account to offset the $ASL fee plus applicable taxes $for six months of ASL and $courtesy adjustment to retain the accountMs*** accepted our offer and did not require further assistance We regret any inconvenience that this matter caused Ms***. If we can be of further assistance, Ms*** can reach us by calling the Executive & Regulatory Services department toll-free at ###-###-####, ext***. I am available Monday through Friday from 7:a.mto 4:p.m., Eastern Time Sincerely, /s/ Regina SExecutive 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]As I addressed on yesterday to Jaclyn K VIA CONVERSATION first thing on a recorded line that I did as suggested by taking the device into a store just as I did with the old defected device of this exact same make and modelIn fact, I asked if the "Lead Retail Consultant" Adam Jensen give me his card as well as note on a yellow sticky what he'd doneI as well asked that Adam call Jaclyn K while I was there in the store all soBut, he was unsuccessful with getting through to her just as I myself offen are at timesNonthelless, Adam explained that the store is the only one within hundreds of milesAdam also stated clearly that the store hasn't be a repair store for years and has no idea as to why they're still sending people over for repairs honestlyBut, do to his professionalism in being employed by Sprint for over a decade Adam did "CLEAN UP THE SYSTEM-CLOSED APPS & RAN DRIVE MAINTENANCE UPDATE PROFILE PRL- & INSTRUCTED ME TO SIMPLY DAIL ##873283# LIKEWISE SEVERAL OF THE PHONE REPRESENTATIVES." AND, AS A RESULT JUST SHORTLY FOLLOWINGI HAD TO UNINSTALL APPS THAT COULD NO LONGER OPEN AS I CLEARLY STATED YESTERDAY VIA PHONE ON A RECORDED LINE WITH JACLYN KAs a customer I appreciate each person with the company I'd ever spoken with all but one throughout the entire nearly two year duration of service from one defective product onto the most recent shipment late November inwhich isn't what I'd picked out from day one of serviceAnd, again I'm being forced to keep another device. But, againGOD bless and HaPpY Holiday Season to allAND, HOPEFULLY SHALL BRING GREATER THINGS AND BETTER CELLULAR PHONE DEVICE'S along with all else FOR ME...TRULY...LOL
Complaint: ***
I am rejecting this response because:
Regards,
Vanessa H***-w***

April 5, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case ***, *** *** 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’ concern to our attention According to the information received, Ms*** stated that she was dissatisfied with her billing on her Sprint account and billing for a returned device. As a result, she is requesting that Sprint review her account concerns and that her account be adjusted for the disputed amount We 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 we are able to provide. In our effort to provide clear communication about features, promotions, and pricing, Sprint publishes an overview and our retail brochures, displays, partner stores, and web site at www.sprint.com have not deviated from the published information. With respect, we would note that any invoice balance estimate provided by Sprint would not constitute a promise of future invoice balances. Changes to taxes, service plan selections including the addition of a device Lease or Installment billing option, additional purchases or subscriptions, could result in invoice balance changes. After completing a review of Ms***’s Sprint account for equipment charges and services utilized, we were unable to identify any billing errors During our conversation with Ms*** on March 29, 2017, we advised her that the additional amount reflected on her account was for the returned lease device, our records further show that a credit was applied to offset those charges. Although no credit is due, in an attempt to amicably resolve her concerns we offered Ms*** a onetime $courtesy credit to her accountShe has accepted this offer and verified that it resolves her inquiry. We regret any inconvenience that these matters may have caused Ms***. If I can be of further assistance, she can reach me 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

[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 meI do want to add that the reason for my initial complaint was because no one from sprint would resolve the constant incorrect balances on my account until months later and then at that time sent me to collections as soon as the bill was finally correctedIn no way was that fair to me who had been a loyal Sprint customer for four yearsI canceled with sprint because of the constant miscommunication or no communication at allI am happy for your help and this is now all behind meThank you so much
Regards,
*** ***

...November 4,
Consumer Specialist
Kansas City Revdex.com
Ward Pkwy, Suite
Kansas City, MO
Re: Revdex.com Case *** *** ***
Sprint Account xxxxx
Sprint Case
To Whom It May Concern:
Sprint is in receipt of the
above-referenced complaint of Ms*** ***, submitted on October 18, We appreciate your assistance in bringing our customer’s concern to our attention
Ms*** filing expressed her dissatisfaction with the Lease Agreement associated with phone line ending in Ms*** stated that she upgraded her iPhone device for an iPhone 6s device on July 7, 2016, and returned the iPhone device to our Direct You representativeHowever, the lease associated with phone line ending in was not terminatedMs*** requested that Sprint review this matter
Sprint has reviewed Ms*** complaintAccording to our records, on January 2015, phone line ending in was upgraded via Sprint’s Leasing programEffective September 19, 2014, Sprint launched the Sprint Lease program, an industry-first option that gives new and existing customers the flexibility to lease select smartphones and tablets for a lower monthly cost versus purchasing the 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 the completion of the device upgrade, an equipment swap was performed between phone lines ending in and Furthermore, on July 7, 2016, Ms*** upgraded her device associated phone line ending in via the Sprint’s Leasing programWe are unable to substantiate Ms*** claim that she returned the iPhone device associated with phone line ending in to our Direct You representative
We spoke with Ms*** on November 3, 2016, and informed her that we terminated the Lease Agreement associated with phone line ending in 7459, and adjusted the End of Lease Purchase Amount charge of $plus applicable taxesMs*** expressed her satisfaction with the resolution providedWe apologize for any inconvenience this may have caused Ms***
If Ms*** has any questions concerning the issues discussed herein, please do not hesitate to contact me toll-free at *** ext***I am available Monday through Friday between the hours of a.mand p.m., Eastern Time
Sincerely,
*** **
Executive Services Analyst

May 4, Revdex.com Ward Parkway, Suite 401 Kansas City, MO Re: Revdex.com Case ***, *** *** Account xxxxx*** Sprint Case
*** To Whom It May Concern: Sprint is in receipt of the above inquiryWe appreciate your assistance in bringing our customers’ concerns to our attention. According to the information provided, Ms*** states that she is being charged for a device she has had for years. She is requesting to be refunded for device charges on the iPhone 5C since Effective September 19, 2014, Sprint launched the Sprint Lease program, an option that gives qualified new and existing customers the flexibility to lease select Smartphones and Tablets for a lower monthly cost versus purchasing the device. Lease payment varies by device and a down payment may be required and varies by customer and device. With a lease option, Sprint owns the device. At the end of a lease term, you can purchase the device and own it outright, return it to us, or return it to us and upgrade to the latest device. For further information regarding Sprint Leasing please visit www.sprint.com/lease Based on our review, our records reflect that Ms*** is being charged for the iPhone which was purchased on a months lease agreement on July 8, 2015, and it was immediately swapped to another phone number on her account. Our records reflect that the iPhone 5C mentioned by Ms*** does not have an existing device agreement; therefore, she is not being charged for that device.. We spoke with Ms*** on April 28, 2017, and provided her with the information above. In addition, she was informed that being that the iPhone is on a lease agreement ending July, 2017; she is expected to return the device in good working condition or pay $plus taxes Purchase Price Option (PPO). Although, Ms*** disagreed with our findings, we maintain that the information provided to her about device charges was correct and the charges are valid. Regrettably, she also declined our attempt to review her price plan We appreciate Ms*** taking the time to provide us with her feedback regarding her experience with our customer service representativesWe are continually seeking ways to improve the quality of service provided to our customers. Please be assured that we value her feedback and that her concerns have been forwarded to the appropriate managerial staff for further review. We regret any inconvenience this matter may have caused. If Ms*** would like to further discuss this matter, she can contact our office toll-free at ###-###-####. I am available Monday through Friday, from a.mto p.m., Central Time Sincerely, Beatrice R Executive Services Analyst

May 25, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Complaint ***, *** *** Sprint Account xxxxx*** Sprint Case *** To Whom It May
Concern: Sprint is in receipt of the above-referenced inquiry of Ms*** *** filed on behalf of the account holder, Mr*** ***. Sprint received this inquiry on May 16, 2017. We appreciate your assistance in bringing our customers' concern to our attention. According to the information provided, Ms*** states that her Samsung Galaxy Sdevice overheated and burned her hand. She further states that she was advised to take the device to her local Sprint store; however, she states that the closest Sprint store is an hour away. As a result, Ms*** is requesting a new device and compensation. Respectfully, Sprint does not manufacture any device that is associated with our service and we are not responsible for any defects of the manufacturer. However, all new Sprint devices and/or Mobile Broadband devices come with a limited one-year manufacturer’s warrantySprint customers are also given the option to subscribe to our Total Equipment Protection (TEP) option within the first days of activating a new device. TEP provides Sprint customers with a cost efficient way to protect themselves against loss, damage, and wear and tear to their device that is not covered under the provisions of the limited one-year manufacturer’s warranty. Our records reflect that Mr*** subscribes to Sprint’s TEP option on the phone line ending ***. Regrettably, the problem with the device was not covered under the Equipment Service & Repair Program (ESRP) portion of TEP to be repaired or replaced at no charge at a Sprint service and repair center. However, the problem with the device is covered under the Equipment Replacement Program (ERP) insurance portion of TEP; therefore, she could contact Asurion, the program administrator, to file a claim. A $up to a $deductible, depending on the device model, is required at claim approval. Further details regarding TEP and the coverage’s under ESRP and ERP may be found at www.sprint.com/tep. Alternatively, because the device is still within the limited one-year manufacturer warranty period, we recommended that she send the defective device directly to the manufacturer for repair or replacement under the provisions of the manufacturer’s limited one-year warranty. We also notified Samsung directly about her claim. In an effort to reach an amicable resolution to this matter and as a gesture of goodwill, we applied one-time credits totaling $83.94, to offset the service charges reflected on the May invoice. These credits will be reflected on the June invoice. In addition, we offered to reset the device upgrade eligibility for telephone line ending *** to allow Mr*** the option to purchase a new device via Installment Billing or Lease Agreement for the line in question. This offer is available for the next days Sprint regrets any inconvenience this matter may have caused Mrand Ms***. If additional assistance is required, I can be reached by calling 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, Christine GExecutive 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
There is no need to continue with our discussions concerning the options givenI am appreciative of the extended options as the person with the *** number was just deployed out to seaI will do my best to comply but if unable in days I am still responsible for the error made by Sprint when ownership was transferredEven now I still pay $monthly for a lease I no longer have or own
Regards,
*** ***

July 11, 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 inquiry, Ms*** expressed dissatisfaction with the level of customer service that she received while trying to resolve a network issue, stating she has not received a return cal. Ms*** stated that the voice quality has been terrible, and she contacted our customer care department who advised her to upgrade her device. However, upon activating a new phone, the voice quality has not gotten better. As a result, Ms*** is requesting that we resolve the issue, and credits towards her bill To resolve this matter, we opened a ticket, and sent it to our engineers for further assistance. Ms*** was contacted by our engineers on July 6, 2017, and was walked through troubleshooting steps. In appreciation of her patience while this matter was being resolved, an adjustment of $was applied to her account, equal to two monthly service charges During our July 6, 2017, conversation with Ms***, we explained the information outlined above. Ms*** reiterated her dissatisfaction, stating she has been trying to get this resolved for a long period of time, and asked to be credit for three months of serviceTo demonstrate our commitment to excellence, we agreed to adjust her next month’s invoiceMs*** thanked us for our help We appreciate Ms*** for taking the time to provide us with her experiences with our Sprint 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 this matter may have caused, and are happy that we were able to resolve Ms***’s issueIf we can be of further assistance with this matter, Ms*** can contact me by calling Sprint’s Executive & Regulatory Services department toll- free at ###-###-####, ext***, Monday Tuesday, Thursday and Friday, between 7:a.mand 5:p.m., Central Time. Sincerely, Shola AExecutive Services Analyst

July 15, Revdex.com Ward Parkway, Suite Kansas City, MO Re: File ***, *** *** Account XXXXX*** Sprint 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 attentionAccording to the information provided, Mr*** expressed his dissatisfaction with the level of customer service he received while trying to resolve a promotional offer from Sam’s Club to receive a $credit and a $monthly credit for the purchase of a Samsung Galaxy on a 24-month installment agreement We reviewed our records and found that on June 23, 2017, our escalation team was in contact with Ms***The current Unlimited Freedom plan is not compatible with the $monthly credit when he upgraded to a new lease or installment agreementOur records reflect that a credit of $was applied to the account and that we subsequently applied an addition credit of $to the account on July 4, The combination of the two credits were applied to address the Sam’s Club $promotion and the $monthly credit for the purchase of a Samsung Galaxy Son a 24-month instalment agreement We have attempted to reach Mr*** at the daytime phone number ending in and by e-mail at ***, as provided in his complaint. We attempt contact on June 29, and July 11, We did speak with him brifly on July 13, 2017, and during our conversaton he reqeusted a follow up on July 14, We made two contact attemtps on July 14, 2017, unfortunately, we have been unable to reach Mr*** 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 a.mand p.m., Central Time Sincerely, Michael GExecutive 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 was little to no effort made to resolve this matterThe rep only asked if I still had the phones and then stated there was noting they could do sense I didn'tThere was not request for additional informationThere have been many request filed to correct my bill by the rep that sold me the phonesThis should be proof enough that there should have been a promotion on my lineI also have emails from the store supervisor stating that he was fixing the issue and the promotion would be on my bill along with credits the following monthWhen I mentioned this it was disregardedThey took no responsibility for the months of misinformation I was provided and offered no solution to my requestThe rep that I spoke with was very rude and didn't even ask the circumstances of the promotion in questionI tried for months to work this out before switching to another carrier and yet again sprint has offered no solution other then give us moneyWorst experience dealing with a company I have ever had
Regards,
*** ***

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

Sprint is in receipt of the above-referenced inquiry of Ms*** *** submitted on June 28, We appreciate your assistance in bringing our customers’ concerns to our attention According to the information provided, Ms*** filing expressed her dissatisfaction with the level
of service she received from our Customer Care group while attempting to resolve her account concerns. Ms*** further expressed her dissatisfaction with being assessed monthly lease charges, after she returned her device to SprintMs*** requested that we thoroughly review this matter and adjust her account accordingly We are continually seeking ways to improve the quality of service provided to our customers. Please be assured that we value Ms*** feedback and her concerns have been forwarded to the appropriate managerial staff for further review Sprint has reviewed Ms*** complaint. According to our records, on February 22, 2015, Ms*** established a 12-month Lease Agreement associated with phone line ending in Sprint’s Leasing program allows customers to purchase an eligible smartphone or basic phone with a variable down payment, depending on device, and agree to 12, 24, or monthly installment payments for the deviceIf the service associated with a leased device is canceled prior to fulfilling its allotted monthly payments, the remaining cost of the device will be billed to the customer as a one-time chargeMore information regarding the Lease program is available at our website, www.sprint.com/lease Further, our records indicate on March 21, 2016, Sprint mailed Ms*** a return kit to facilitate the return of the device associated with her original Lease Agreement. On June 27, 2016, we confirmed that the device was received at the Sprint’s warehouse on April 11, 2016. As such, on June 27, 2016, we cancelled the Lease Agreement and waived the associated Lease cancellation charges. Additionally, we applied an adjustment of $to the account to offset the monthly lease charges as reflected on the April through June invoices We received email communication from Ms*** on July 5, 2016, and she confirmed her account concerns were resolved and did not require further assistance. We apologize for any inconvenience this matter may have caused Ms*** If we can be of further assistance, Ms*** can contact our office toll free at ###-###-#### Ext***. I am available Monday through Friday, from 7:a.mto 4:p.m., Eastern Time

October 20,
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 complaint of *** ***
submitted on October 11, We appreciate your assistance in bringing our customer’s concern to our attention
According to the information provided, Ms*** expressed her dissatisfaction with the lack of coverage in her home service of Kings Mountain, NC and surrounding areasAdditionally, Ms*** stated that she was quoted a monthly rate of $per month; however, her monthly billing statements have exceeded the quoted amountMs*** requested that Sprint review this matter, honor the quoted monthly rate and improve the coverage in her home service area
Sprint has reviewed Ms***’s complaintWe regret that the coverage in Ms***’s area is falling 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 our network serving the area near Ms***’s home address was operating within parameters during the time she stated that she experienced poor service
As stated in our Terms and Conditions of Service, which can be viewed on our website, www.sprint.com, coverage and quality of wireless services and data speeds may be affected by conditions beyond our controlEstimating 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, please note that the nature of wireless signal precludes any carrier from providing seamless coverageSprint has made no warranty or guarantee of the same
We spoke with Ms*** on October 13, 2016, to discuss her concern in detail and relayed the aforementioned information to herDuring our conversation, Ms*** explained that she understood and that her primary reason for filing was due to the billing concerns present with her monthly recurring chargesWe explained to Ms*** that with respect, we would note that any invoice balance estimate provided by Sprint would not constitute a promise of future invoice balancesChanges to taxes, service plan selections including the addition of a device Lease or Installment billing option, additional purchases or subscriptions, could result in invoice balance changes
Further, we advised Ms*** that our records indicate that her monthly recurring charges consists of the following for phone numbers ending in *** and ***; $price plan, $Sprint’s Total Equipment Protection (TEP) plan, $monthly lease charge, $Tablet data plan and a $Account Spending Limit FeeThus, Ms*** monthly recurring charges approximately totals $prior to related taxes and fees
Upon activation of service, Ms*** was provided with a clear disclosure of her equipment purchase, and all other applicable fees and chargesFurthermore, we were able to locate signed copies of Ms***’s Lease Agreement which includes a description of the charges in questionBased on our review, we were unable to identify any miscommunication regarding the terms of Ms***’s plan or other monthly charges on Sprint’s part during the activation of her current plan
We regret any misunderstanding or miscommunication with regards to her billing statementsFurther, we advised Ms*** that as of October 13, her account reflected a zero balanceMs*** advised that she understood our explanation and considers the matter resolved to the best of our abilityWe apologize for any inconvenience this matter may have caused Ms***
If we can be of further assistance, Ms*** can contact me directly by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####I am available Monday through Friday between 8:a.mand 4:p.m., Central Time
Sincerely,
David H
Executive Services Analyst

May 12, 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 inquiry, Ms*** expressed dissatisfaction with the level of customer service that she received from our customer care representatives while trying to resolve a billing issue. Ms*** advised that on March 23, 2017, she called customer service to cancel her service, as she moved to a location without Sprint coverage and provided her new addressMs*** further stated that our representative confirmed she is in a non coverage area, and received an email from Sprint asking her to provide proof of her new address. As a result, Ms*** is requesting the $cancellation charges be waived as she already sent the device back Our record reflects that Ms***’ device was received at the warehouse on April 12, 2017, and we applied a credit of $to her account to offset the device chargesWe attempted to contact Ms***, and she requested to communicate via emailWe then emailed Ms*** on May 5, 2017, with the actions taken and the credit applied to her accountMs*** thanked us for our help, and confirmed that her issue has been resolved We appreciate Ms*** for taking time to provide details of her experience with our care representativesWe are continually striving to improve the quality of service provided to our customers. Please be assured that we value customer feedback and will utilize this input to improve our training and processes We regret any inconvenience this matter may have caused, and are happy that Ms***’ issue was resolvedIf we can be of further assistance with this matter, Ms*** can contact me by calling Sprint’s Executive & Regulatory Services department toll- free at ###-###-####, ext***, Monday Tuesday, Thursday and Friday, between 7:a.mand 5:p.m., Central Time. Sincerely, Shola AExecutive Services Analyst Tell us why here

[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,
*** ***