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Address: 6200 Sprint Pkwy, Overland Park, Kansas, United States, 66211
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May 23, 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. According to the information provided, Ms*** expressed her dissatisfaction with our customer service representatives. She further stated that her Galaxy Jdevice is not working properly, and she has been provided misinformation regarding obtaining a replacement. We have made numerous attempts to contact Ms***, starting with May 12, 15, and 18, 2017, and via US Mail with a letter sent to her address on file. Ms*** has not been available nor has reached out to us to address her concerns 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 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, Ms*** can contact me by calling the 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, Linard AExecutive Services Analyst
Executive & Regulatory Services P.OBox Irving, TX May 31, Revdex.com Ward Parkway 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 complaint of Mr*** ***. We appreciate your assistance in bringing our customers’ concerns to our attention. In his inquiry, Mr*** stated that he accepted the Unlimited Freedom promotional service plan that charged $for the first four lines of service and a zero monthly service charge for the remaining three lines of service. Mr*** further stated that the monthly service charges reflected on his subsequent monthly invoice do not reflect the promotional offer. He has requested that we honor the promotional offer We regret any inconvenience Mr*** may have experienced while attempting to resolve this matter. After a review of our records, we have confirmed that the promotion monthly service plan outlined in Mr***’s inquiry is reflecting correctly on his monthly invoice. However, the associated promotional credits are not awarding because Mr*** is not enrolled in our auto pay option. During our May 30, 2017, conversation with Mr***, he agreed to enroll in the auto pay option. As a courtesy, we applied a $credit to his account to offset a portion of his service charges. While Mr*** remains enrolled in the auto pay option, his monthly service charges will total $before taxes, surcharges, applicable fees, or additional charges If I can be of further assistance regarding this matter, I can be reached directly by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext***. I am available Monday through Friday, between 9:a.mand 5:p.m., Central Time Sincerely, Terrence MExecutive Services Analyst
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
November 1, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case ***, *** *** Account XXXXX*** Case *** To Whom It May
Concern: Sprint is in receipt of the inquiry of Mr*** *** regarding his Sprint account. We appreciate your assistance in bringing our customer’s concerns to our attention. In his inquiry, Mr*** reports that he is having issues with his LG GdeviceMr*** reports that the device was replaced; however, he is still experiencing device issues. Mr*** is requesting to have the LG Gdevice replaced as resolution to his concerns We spoke with Mr*** on October 31, We reviewed his account and confirmed that Mr*** subscribes to Sprint Total Equipment Protection (TEP) on his phone line ending in ***. All new Sprint devices and/or Mobile Broadband devices come with a limited one-year manufacturer’s warranty. 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. As requested a replacement LG Gdevice has been orderedThe device should be delivered by November 4, Mr*** states that he is satisfied with this resolution We regret any frustration this matter may have caused. If I may be of further assistance with this matter, Mr*** can reach me by calling Sprint’s Executive and Regulatory Services Department toll-free at ###-###-####. I am available Monday, Tuesday, Thursday and Friday between 7:a.mand 5:p.m., Central Time Sincerely, Leland *** ** Executive Services Analyst
August 8, Revdex.com Ward Parkway, Suite 401 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*** expressed her dissatisfaction with her inabilty to connect to the Internet using her Sprint device unless it is connected to services. She also described unfavorable customer experiences during her attempts to address that matter and requested that we provide direct contact information to someone who can address her connectivity issue We regret any difficulty Ms*** may have experienced with the use of her data services from her Sprint deviceBased on the nature of her inquiry and our inability to identify any network outages or anomalies in her area that would lead to the issues she described, we believe that the concern may be device-related, which would require that she take her device to one of our service and repair locations for evaluation During our July 27, 2017, conversation with Ms***, we explained the information outlined above. She advised that she had already taken that step and that her reported issues were resolved to her satisfaction We appreciate Ms***’ taking time to provide details of her 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 these concerns will be forwarded to the appropriate managerial staff for further review We regret any inconvenience these matters may have caused Ms***. If we can be of further assistance with these concerns, we invite Ms*** to contact me by calling our department toll-free at ###-###-####, extension ***. I am available Monday through Friday between a.mand p.m., Central Time Sincerely, Beatrice RExecutive Services Analyst
October 3, Revdex.com Ward Parkway, Suite Kansas City, MO Re: File ***, Lindie *** *** Account XXXXX*** Sprint Case *** To
Whom It May Concern: Sprint is in receipt of the above-referenced complaint of Lindie *** ***We appreciate your assistance in bringing our customer’s concern to our attention According to the information provided, Ms*** stated she established service she was offered a promotion to lease one device and get the second one free, an Unlimited Plan for $90, and a free tabletAdditionally, Ms*** reports that her service was disconnected due to suspected fraud which required her to visit a retail store to restore serviceShe is requesting negative reporting regarding fraud and identity theft be removedMs*** is also requesting that she receive payment to pay off her previous cell provider. We attempted to reach Ms*** at the daytime phone number ending in *** and by e-mail at ***, as provided in her complaint on September 8, 29, and October 3, 2017. Additionally we sent a letter via U.S mail to the address on file. Unfortunately, we have been unable to reach her and our contact attempts have not been returned. We look forward to speaking with Ms*** and encourage her to contact us regarding any concerns she may continue to have with her accountMs*** should have her PIN and security information available when she contacts us We have reviewed the account in question and do not find billing or plan errors associated with Ms*** current service plan nor do we find that Ms*** was misinformed regarding the pricing of the Unlimited Freedom planFurther Ms*** qualifies for additional discounts off each line with active enrollment in our AutoPay programWe also confirmed that the account was suspended due to suspicion activityTherefore, our fraud team took the necessary actions to prevent any fraudulently activity on Ms*** account We regret any frustration these matters may have caused. If Ms***’s concerns remain unresolved, she can contact me directly with her security information 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:I own the phone that you are saying I am leasingI have receipts, but all tremors to give these to your offices have been deniedIt is NOT the customers responsibility to port numbersIt is the responsibility of the phone carrier to port themAccording to Verizon, all numbers were ported in AugustAccording to Sprinit they weren’tWho am I to believeAgain NOT the customers responsibility to port numbersI will not pay the above mentioned charges because I own the phone in question and have never leased itThe only phone leased on my account was the phone.
Regards,
*** ***
December 31,
*** ***
Revdex.com
Ward Parkway, Suite
Kansas City, MO
Re: Revdex.com Case ***, *** ***
Sprint Account xxxxx***
Sprint Case ***
Dear Ms***:
Sprint is in receipt of the above-referenced inquiry of Ms
*** ***We appreciate your assistance in bringing our customers’ account concerns to our attention
In the information provided, Ms*** claimed that she continues to have billing issues with Sprint, citing, most recently, being billed the $Term Access and $Phone Access charges per phone lineShe requested assistance from your office to have these charges waived
Sprint’s Marketing Department works diligently to ensure that the information included on our web site and in our brochures is accurate and contains information that will allow customers to make informed decisions regarding Sprint serviceWe 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 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 pricing
We spoke with Ms*** on December and 31, 2015, regarding her disputed charges
In an effort to resolve this matter, we updated Ms***'s rate plan to waive the $Term Access charge for the remaining months on the active service agreementsFurther, we agreed to waive the $Phone and $Data Access charges on the four phone lines, as long as she remains on our $40GB Family Data Shared rate planFurther, we applied credits totaling $to rerate the November and December invoices with the waiver of the disputed chargesMs*** expressed her satisfaction with our resolution
We regret any inconvenience these matters may have causedIf you have any questions regarding these concerns, you or Ms*** can contact me 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 Time
Sincerely,
Linda W
Executive Services Analyst
June 16, To Whom It May Concern: Sprint is in receipt of the above referenced inquiry. We appreciate your assistance in bringing our customers’ concern to our attention According to the information received, Mr*** stated at the point of sale,
he was advised that his Early Termination Fees from his previous carrier was $for each of his two lines of service. He stated he was advised that he we would buy out his agreements with his previous carriers and he would receive *** *** Cards totaling $834.56. He stated that he received an email from Sprint stating that he would be receiving two *** cards in the amount of $each and his final bill with his previous carrier is $834.56, which is the amount he was expecting to receiveHe stated that he contacted the store representative and was unable to get an explanation as to why he was not getting the amount that he stated he was originally told he would receive. In addition, he stated that the store representative advised that he received two months free Sprint service, however, this did not occurHe is requesting to receive $in the form of a *** card as he was advised that he would. Sprint has partnered with a number of third-party retailers to distribute our products and services. We are grateful for their assistance in promoting our services. Our field representatives train third-party retailers on our policies, procedures, and products and regularly update resource materials for them to ensure accurate, up-to-date information is available to our existing and potential customers. We regret any misinformation you may have received regarding our current promotions and appreciate your feedback regarding this issue. The details of your experience will be forwarded to the appropriate managerial staff empowered to make changes in this area. As stated in our Terms and Conditions of the Switch to Sprint promotion, we will cover the fees for switching to Sprint up to $per line, via an *** *** *** Card (less travalue provided) after online registration and new phone activation. Details are available at www.sprint.com/joinsprint. Subsequently, customers are responsible for payment to their previous provider. Our records reflect that the difference between the cancellation fees with his previous carrier and the phone travalue is $for each of his two linesOur records further show that two *** cards have been processed in the amount of $each and Mr*** should receive them this week. Additionally, on June 9, 2016, we offered and Mr*** accepted a waiver of the Lease Cancellation Fees for his two lines of service, with the return of the undamaged devices associated to his lease agreements with Sprint. In addition, Mr***’s account is set to cancel at the end of his billing cycle on June 29, We spoke to Mr*** on June 14, 2016, at that time he informed us that he has ported-out to another providerHe also stated that he shipped back both of his Sprint leased devices on June 13, 2016. Upon receipt of those undamaged devices, we informed him that we will cancel the lease agreement associated to each of those devices and waive the cancellation fees associated to those agreements. Mr*** stated that he considers the issue resolved to his satisfactionWe regret any inconvenience these matters may have caused. If I can be of further assistance, I can be reached at the Executive & Regulatory Services department toll-fee at ###-###-####. I am available Monday through Friday, between 9:a.mand 5:p.mCentral Time. Sincerely, *** *Executive Services Analyst
June 28, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Inquiry ***, ***, *** Sprint Account xxxxx*** Sprint Case *** To Whom It May Concern:
Sprint is in receipt of the above-referenced inquiry of Ms*** ***, which was forwarded to the Executive & Regulatory Services department for review. We appreciate your bringing our customers’ concerns to our attention In the information provided, Ms*** indicated that she remitted a payment to be applied toward the payoff of a device; however, the payment was applied to her monthly service charges in error. She believes that this occurrence resulted in the high charges reflected on her account today. She further indicated that her attempt to resolve this matter has resulted in an unfavorable customer service experience. As a result, she is requesting that her billing be corrected We regret any possible misunderstanding that may have occurred regarding this matter. We spoke with Ms*** regarding this issue today, and we informed her that the $payment she remitted on March 21, 2017, was applied to the $in previous charges reflected on her April 22, 2017, invoice. The lease cancelation and device purchase charges totaling $for the number ending in *** reflected on her May 22, 2017, invoice, but because no additional payment was made for the $charges on the April 22, 2017, invoice, her account reflects a past due balance. There is no error in the amount of the charges assessed. Ms*** acknowledged understanding of this matter During our conversation, Ms*** inquired why her monthly service charges were higher. We informed her that as a result of the upgrade of device on the line of service ending in ***, the installment billing charge is higher than the prior lease charge. Additionally, the service plan for the afore-mentioned mobile number was changed from a $Best Buy One plan to a $Best Buy One plan including 3GB of mobile hotspot. Lastly, we have not been able to identify a billing error in this matter. However, due to any misunderstanding that may have occurred, and as a result of Ms***’s 16-year tenure with Sprint, effective today, we applied a one-time $credit to her account, to offset a portion of her monthly service charges, including a late fee. This credit immediately reduced the balance and will reflect on her July 22, 2017, invoice We regret any inconvenience that this issue may have caused. Should there be any additional questions or concerns with this matter, Ms*** can contact me by calling the Executive & Regulatory Services department toll-free at ###-###-####, ext***. I am available Monday through Friday between 7:a.mand 3:p.m., Central Time Sincerely, Bridgette FExecutive Services Analyst
December 28, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File *** Sprint Account XXXXX7454, *** *** Sprint Case *** To Whom
It May Concern: The above-referenced inquiry of *** K*** has been forwarded to our office for review. We appreciate your assistance in bringing our customers’ concerns to our attention. According to the information provided, Ms*** states that the debt associated with the above referenced account was forwarded to an Outside Collection Agency (OCA) and she made arrangements with the OCA to make payments of $per month until the balance was paid in full. Ms*** expressed her dissatisfaction with the payment that was debited from her financial Institution by SprintAccording to Ms*** the payment was deducted without her knowledge. Ms*** has requested that Sprint review this matter and refund the disputed payment to her financial institution. Sprint has reviewed Ms*** complaint. Ms*** ported-out phone number ending in on July 4, 2017, prior to fulfilling the terms of her Installment Billing Agreement ***. Therefore, Ms*** was assessed an accelerated Installment Billing charge of $reflected on the July billing statement. Additionally, the tablet line ending in was cancelled October 8, 2017, for nonpayment. As a result, Ms*** was assessed an accelerated charge of $for Installment Billing Agreement *** as reflected on the October billing statement. We regret any possible misunderstanding that may have occurred regarding this matter. Per the Terms and Conditions of Ms***’s Installment agreements, she agreed that by providing us any payment method at any time during the installment term for her devices activated in November 2016, she authorized Sprint to charge this payment method for all amounts owedFor additional information regarding this matter, please visit www.sprint.com/termsandconditionsFurthermore, Sprint sent a letter to Ms***’s address on file on November 27, 2017, advising her that the outstanding debt will be deducted from her financial institution within days from the date of the letter. Our records further indicate on December 17, 2017, Sprint debited a payment of $from Ms***’s credit card on file We spoke with Ms*** on December 21, 2017, to discuss our findings and relayed the aforementioned information to her. Although, we found no Sprint error, we applied a credit in the amount of $12.74, as a courtesy, for the late fee received on the September billing statement. Upon further review of Ms***’s account, we find that the payment was backed out on December 23, 2017, upon receipt of a charge back from Ms***’s financial institution. As a result, the account balance is $909.90. Please note, we are confident that we have addressed Ms***’s concerns to the best of our ability and we apologize for any inconvenience this may have caused If we can be of further assistance with this matter, Ms*** can contact me directly by calling our Executive & Regulatory Services department toll-free at 1-844-282-8211, ext***. I am available Sunday through Thursday between 7:a.mand 3:p.m., Central Time Sincerely, Jaime RExecutive 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
I have followed all directions and an am ready to return phones to Sprint once I receive the box to return
Regards,
*** ***
June 16, 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 inquiry of Ms*** ***. We appreciate your assistance in bringing our customers’ concerns to our attention. According to Ms***’s complaint, she is experiencing network service issues that have resulted in her request to cancel servicesMs*** indicates that she is disputing the past month’s service charges because she hasn’t been able to use the service. She is also requesting a refund so that she can switch service providers We regret Ms***’s dissatisfaction with the network service in her area. Our records indicate that she has maintained services with Sprint for nearly one year and her residence is in a “good” coverage area; however, to the East of Ms***’s residence is a small area with “fair” coverage where roaming coverage is available. We also reviewed Ms***’s overall usage and note that she has had minimal dropped calls and on average using between to gigabytes of data each month consistent with the available data in her service plan. Ms***’s account also reflects two installment agreements for the equipment she financed with Sprint. These agreements include unpaid balances that will accelerate upon cancellation of her account and become due immediately. While we cannot offer a refund for the equipment as her original purchase is well beyond the Sprint Satisfaction Guarantee time period, in an effort to amicably resolve this matter, we can accept the return of the devices in good condition in exchange for waiving the final balance due on their respective installment agreements. Ms*** will also continue to remain responsible for the service charges until cancellation occurs. Ms*** accepted our offer and ported her numbers to another carrier. A return kit has been ordered to facilitate the return of the two devices. Upon receipt of the return devices, we will adjust any remaining accelerated equipment charges billed to her account as a result of the early cancelation We thank Ms*** for trying our services. If Ms*** has any further questions, 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 *** Executive Services Analyst
July 26, 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 Ms*** ***. We appreciate your assistance in bringing our customers' concerns to our attention In her inquiry, Ms*** described unfavorable customer experiences during her attempts to address unresolved equipment issues, advising that she reported her device to be malfunctioning soon after obtaining it but that we have only provided service credits instead of resolving the issue itself. She requested that we replace her device and waive any restocking fee or allow her to terminate her Sprint services with no contractual obligation We regret any difficulty Ms*** may have experienced with her Samsung Galaxy Sdevice, as well as any possible delay in addressing that concern. However, our records reflect that she brought this same matter to our attention in August via Revdex.com File ***, to which we responded on September 7, 2016. As was reflected in our September 7, 2016, response noted above, all new Sprint 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 deviceTEP provides Sprint customers with a cost-efficient way to protect their equipment against loss, damage, and wear and tear that is not covered under the provisions of the limited one-year manufacturer’s warranty We confirmed that Ms*** subscribed to our TEP option for her referenced line of serviceIn addition, on September 2, 2016, we applied credits totaling $to Ms***’s account to offset the balance reflected on her August 10, 2016, invoice, which Ms*** acceptedMs*** confirmed at that time that she was satisfied with our response and did not require further assistance At that time, we also advised Ms*** that we were unable to identify a Sprint error related to her reported issues, and Ms*** accepted our response. Our records further reflect that, although her device was not replaced, a software upgrade provided by the manufacturer appears to have remedied her reported device malfunction On July 18, 2017, we followed up with Ms***, and confirmed the information outlined above. She acknowledged that information but advised that she has recently experienced similar issues with her device and believed that the current issues should be covered under the terms of the original warranty, which led to her current filing. We informed Ms*** that, regrettably, her request exceeds the services purchased or offered by Sprint. We also informed her that, while we are unable to speak for the manufacturer, the one-year timeframe for the warranty of her equipment has expired. As a result, we respectfully declined her request and invited her to file a TEP claim to have her device replaced. Ms*** indicated her understanding of our response We regret any inconvenience this matter may have caused Ms***. If we can be of further assistance with this issue, Ms*** can contact me directly by calling our Executive & Regulatory Services Department toll-free at ###-###-####, ext***, and referencing case ***. I am available from 7:a.mto 3:p.m., Central Time, Monday through Friday Sincerely, Stan SExecutive Services Analyst
Executive & Regulatory Services POBox 169014, Irving, TX August 16, Revdex.com Ward Parkway 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 complaint of Ms*** ***, filed on behalf of Mr*** ***. We appreciate your assistance in bringing our customers’ concerns to our attention. In his complaint, Ms*** stated that the Sprint coverage did not meet her satisfaction; therefore, she canceled her account and has requested a $refund. She also stated that she continued to receive a monthly invoice reflecting new service charges. She has requested that we cease billing and collection efforts. Our records reflect that Ms*** activated her account on May 13, 2017, and canceled her account on August 2, 2017. Because she canceled her account outside of the terms of our return policy, we are unable to comply with her request for a refund. However, because she turned in her devices, we waived the remaining balance of her Lease Agreements and applied a $credit to her account to offset her account balance. Furthermore, she will not incur service charges, and the collection efforts have ceased. During our August 15, 2017, conversation with Ms***, we discussed this matter in detail. We regret any frustration this matter may have caused. If I can be of further assistance regarding this matter, I can be contacted directly by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext***. I am available Monday through Friday between 9:a.mand 5:p.m., Central Time Sincerely, Terrence MExecutive 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:
Sprint is not taking any accountabilityI returned the phones and I was told at the time of cancellation my billwould be around $300-$hundred because there would be no etf ans because we were billed a month in advance.
Also, I have not received one call and I assume they're calling the wrong numberThe best number to reach me at is ###-###-#### or ###-###-####
*** ***
February 13, Revdex.com of Greater Kansas City 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 rebuttalinquiry. We appreciate your assistance in bringing our customers’ concerns to our attention According to the information provided, Ms*** stated that she disagrees with her current bill amount. She stated that her final bill should be $after necessary credit. She is requesting review of her bill We have reviewed Ms***’ account and applied an additional credits totaling $47.49; comprising the $remaining for the returned device charge, and a $credit as one-time courtesy. These adjustments have reduced her current balance to $135.19. We attempted to reach Ms*** by phone and email on February 9, 2017, in order to provide her with the above information; however, we were unable to reach her We regret any inconvenience Ms*** may have experienced while attempting to resolve this matter. If I may be of further assistance, Ms*** can contact me toll-free at ###-###-#### extension ***. I am available Monday through Friday, between a.mand p.m., Central Time Sincerely, Beatrice RExecutive Services Associate Analyst Tell us why here
August 11, 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 inquiry filed with your office by Mr*** ***. We appreciate the opportunity to address his concerns. Based on the information provided in Mr***’ inquiry, he states that a service and repair center replaced his device for the phone number ending in *** and his plan was subsequently changed. Therefore, he is requesting that we add his previous plan back to phone ***Our records reflect that Mr***’ Samsung Note was deemed defective, and replaced under the Total Equipment Protection (TEP) guidelines on June 25, 2017. Because the Note is no longer available, he was provided a Note 5. During the process of activating it, the service plan was accidentally changed. To address this matter, we restored Mr***’ previous $SERO Premium plan. We also applied credits totaling $to his account for the difference between his SERO plan and the noted plan added in error. Further, we will follow up when his next invoice generates to ensure the monthly charges are correct. Ms*** stated he was satisfied with this resolution. We appreciate Mr*** for taking time to provide details of his experience with our employees. 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. In appreciation of Mr***’ continued patronage, a $credit will award to his account within two bill cycles We regret any inconvenience that this matter may have caused Mr***. If he needs further assistance, he can contact me toll-free at ###-###-####, ***. I am available Monday, Tuesday, Thursday, and Friday from a.mto p.m., Central Time Sincerely, Michal MExecutive Services Analyst
March 17,
Revdex.com
Ward Parkway, Suite
Kansas City, MO
Re: Revdex.com Case ***, Complaint of *** ***
Sprint Account XXXXX***, *** ***
Sprint Case ***
To Whom It May Concern:
Sprint is in receipt of the above-referenced inquiry of Mr*** ***, filed on behalf of Ms*** ***, the Sprint account holderWe appreciate your bringing our customers’ concerns to our attention
In his inquiry, Mr*** expressed his dissatisfaction with the level of customer service received from our representatives as well as the length of time taken during attempts to address his and Ms***’s marketing and billing concernsMr*** stated that they purchased four iPhone 6s devices, and were advised that two of those devices would be free with the Buy One Get One Free (BOGO) promotional offer; however, the charges are higher than they expected and the credits are not reflected on Ms***’s invoicesTo resolve this issue, Mr*** requested that we update Ms***’s account to offset the monthly charge for two of their devices going forward and apply credit to her account to offset the disputed charges that are reflected on her invoices
We appreciate Mr***’s taking time to provide details regarding his and Ms***’s experiences with our Telesales and Customer Care representativesPlease be assured that we value customer feedback and that his concerns have been forwarded to the appropriate managerial staff for further review
We regret any misunderstanding that may have occurred related to Mr***’s Sprint equipment billing concerns and the length of time to resolve this matterAfter reviewing our records, we determined that the referenced BOGO promotion is valid, but is not compatible with the rate plan that he and Ms*** acceptedAlthough the charges are valid, our records reflect that Mr***’s concerns were fully addressed on March 9, 2017, during his interaction with representatives of our Customer Care departmentIn an effort to mutually resolve this matter, credits totaling $1,were offered as a one-time courtesy, in lieu of the monthly credits, which he accepted
During our March 9, 2017, conversation with the account holder, Ms***, she granted permission for us to speak with Mr*** on her behalfWe spoke with Mr*** *** on March 10, 2017, and provided the above-referenced informationHe confirmed that he accepted the offer, and we agreed to follow up with him on March 13, 2017, after the credits were appliedUnfortunately, our attempts to follow up with Mr*** on March 13, 2017, and today were unsuccessfulHowever, the agreed-upon credits were applied on March 13, 2017, and will be reflected on Ms***’s next invoice
We are pleased to inform you that Mr*** accepted the resolution offer and is satisfied with the actions takenIf we can be of further assistance regarding these matters, he or Ms*** can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext***I am available Monday through Friday between 8:a.mand 4: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:
Original Complaint Revdex.com Reference ***.Merchant failing to comply with resolve of initial complaint promisesSprint now stating I have a contract when I do notThey will not unlock my cell phone stating I had a contract for a discounted value of phone I paid for the phone outright and according to dealer statement there was no contract nor did I sign any contract I simply purchased a new phone and stayed with my phone planwhen the phone was purchased the previous contract was long ended transferred from Phone MODEL SAMSUNG Sto Samsung SEdgeThe initial complaintWas supposedly resolved by a Sprint Executive by phone call stating all issues and concerns I addressed were taking care ofIt was also stressed to the Executive that there was no contract due to the dealer errors made to my account on the initial complaint fileNow sprint is not allowing me to cancel my account saying I would owe them an early contract cancellation fee of when I do not have a contrac Translate Desired Resolution / Outcome Desired Resolution: -- Select your Desired Settlement -- select Desired Outcome: See above Immediate request So I have full use of my phone I purchased outright without restriction expecting any further financial obligations from me Also if anything is noted on me for non-payments to credit bureaus that any and all information be removed for invalid negative statements by Sprint
Regards,
*** ***