Sprint Corporation

July 6, Revdex.com Ward Parkway Kansas City, MO Re: Revdex.com File ***, *** *** ***
Sprint Account XXXXXX*** Sprint Case *** To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of *** *** ***. We appreciate your assistance in bringing our customers’ concerns to our attention According to his complaint, Mr*** stated that he requested cancellation of phone number ending in *** on April 25, 2017. However, his Sprint service on phone number ending in *** remained active until June 18, 2017, the last day of his most recent bill cycle. Mr*** is in disagreement with Sprint’s billing process. Mr*** is requesting that Sprint review this matter and adjust his account accordingly Sprint advertises and provides services in monthly increments. If services are terminated before the end of your billing cycle, we do not prorate monthly service charges, nor do we provide refunds or credits for any unused minutes in your service planWhen Mr*** contacted our Customer Care department on May 30, 2017, to cancel his phone number ending ***, his account was set to expire on the last day of his billing cycle, June 18, 2017. Although he elected not to utilize the service following his cancellation request, the service was available to him, and the full monthly service charge is valid. We regret that this may not have been explained to Mr***; however, this information is provided in our Terms and Conditions of Services We spoke with Mr*** on July 3, 2017, and advised him of the above information. Although we maintain that no credit is due, in an effort to amicably resolve this matter, on July 3, 2017, Sprint applied a courtesy credit of $to Mr***’ account. Mr*** expressed his satisfaction with the resolution in this matter and agreed to contact the undersigned directly with any additional questions and/or concerns upon receipt of the final invoice We regret any inconvenience this matter may have caused Mr***. If we can be of further assistance with this matter, Mr*** can contact me by calling our Executive & Regulatory Services department toll free at ###-###-####, extension ***. I am available Monday through Friday, from 8:a.mto 4:p.m., Eastern Time Sincerely, /s/ Taheera L Taheera LExecutive Service Analyst

June 2, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File ***, *** B*** Sprint Account xxxxx***
Sprint Case *** To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of Mr*** B***. We appreciate your assistance in bringing our customers’ concerns to our attention. In the information provided, Mr*** expressed his dissatisfaction with the repair and/or replacement of his malfunctioning Sprint device, stating that he was provided a loaner LG device that was not compatible to his Samsung Sdevice that was sent for repair. Mr*** requested compensation for his inconvenience or that we buyout his contract We regret any difficulty Mr*** may be experiencing with his current device, as well as any possible misunderstanding that may have occurred related to our repair and replacement options. All new Sprint devices come with a limited one-year warranty. If the device is deemed to be defective by our authorized technicians, we will replace it under the provisions of the limited manufacturer’s warranty, which provides a refurbished model of the device ***. If the customer has enrolled in our Total Equipment Protection Plus (TEPP) option and experiences a device performance issue that is covered under the Equipment Service & Repair Program (ESRP) portion of TEP, the device will be repaired or replaced at no charge at a Sprint service and repair center for the first two visits. However, issues related to neglect or abuse of equipment, or the indication of moisture damage, can void warranty, as such issues are not the result of any manufacturing defect During our discussion with Mr*** on May 31, 2017, we explained the information outlined above, and we confirmed that he was enrolled in the Total Equipment Protection Plus service and that his device was sent for repair as one of the previsions of this service. In addition, we verified with the Sprint store that TEP Plus provides Android users with a loaner phone, an LG model device and an Apple iPhone 5s for Apple users as a courtesy, should their device be sent off for service or repair. Further, we confirmed that Mr*** received his replacement device on May 26, 2017; however, he advised our office that he was still experiencing problems with the speaker. In an effort to mutually resolve this matter, we partnered with the local Sprint service and repair location, who ordered Mr*** a replacement Samsung Galaxy Sdevice and a Return kit for the defective device, which will be sent to his address of file within the 2-business days. Although we were unable to confirm any error in the handling of Mr***’s device concerns, we applied a $courtesy credit to his account for any inconvenience these matters may have caused If we can be of further assistance related to this matter, Mr*** can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext***. I am available Monday through Friday between 7:a.mand 3:p.m., Central Time Sincerely, LaDonna *** Executive Services Analyst

February 17, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Inquiry ***, ***, *** Sprint Account xxxxx*** Sprint Case ***
To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of Ms*** ***, which was forwarded to the Executive & Regulatory Services department for reviewWe appreciate your bringing our customers’ concerns to our attention In the information provided, Ms*** states that she made a payment arrangement on her account, and she met the payment arrangement. However, in addition to the payment she rendered, a payment was also automatically withdrawn from her account. As a result, she is disputing the second payment and requesting a refundShe also states that as a result of the second payment processing, she incurred overdraft fees from her bank. As a result, Ms*** is requesting that this matter be resolved We regret any possible misunderstanding that may have occurred regarding this matter. Based on a review of our records, we determined that a $payment was submitted via a handset mobile payment on November 30, 2016, and a $payment was processed on January 24, 2017, via Sprint online, and a $payment was processed on January 25, 2017, via a handset mobile paymentAs a result of Ms*** stating that the $was an overpayment, a refund was generated and processed on January 31, 2017, to refund the money to her bank account. During our conversation with Ms*** on February 8, 2017, she expressed her dissatisfaction with being billed four $insufficient fund fees and requested that those fees be reimbursed. To bring full closure to this matter, we informed Ms*** that we can apply a one-time $credit to her account to offset the fees she incurredShe accepted this resolution and is satisfied with our handling of the matter We regret any inconvenience that Ms*** may have experienced while attempting to resolve her payment concernsShould there be any additional questions regarding this matter, I can be reached 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

August 29, 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 Mr*** ***. We appreciate your assistance in bringing our customers’ concerns to our attention Mr*** stated that he ported all of his phone lines of service from Sprint to a new carrier. He stated that he was advised at that time to pay his final bill; however, he noted that Sprint left the hotspot line active and continued assessing charges. Mr*** is disputing charges totaling $for the line that was not canceled. He requested that Sprint remove the charges assessed and cease all collection efforts on his Sprint account. After review of Mr***’ Sprint account, our records reflect that Mr*** ported three lines of service on April 21, 2017, leaving a remaining line of service for a hotspot device. At the time of his port request, Mr***’ Sprint account had a previous balance of $and new charges of $122.64, which is reflected on his May invoice. Mr*** paid $on the day he ported his service; however, we have no record of a cancellation request for the remaining hotspot line of service. As a result of the remaining line not being canceled, Mr*** continued to be billed. Although we were unable to identify a Sprint billing error and deemed the assessed charges to be valid, as a gesture of goodwill, on August 28, 2017, a credit of $was applied to his Sprint account. In addition, we canceled the remaining hotspot line, effective immediately. As a result, the account is in final status and reflects a zero balance We regret any inconvenience this matter may have caused. If we can be of further assistance, we invite Mr*** to contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, extension ***. I am available Monday, Tuesday, Thursday, and Friday between 7:a.mand 5:p.m., Central Time Sincerely, Twana T. Executive Services Analyst

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

June 14, To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of Ms*** ***, submitted on May 19, We apologize for any inconvenience that Ms*** experienced as a result of this matter and appreciate your assistance in bringing our
customers' concern to our attention According to the information provided, Ms*** expressed her dissatisfaction with the inability to upgrade her device without providing a required down paymentMs*** stated that she was informed by our Customer Care group that she could upgrade her device without remitting a down payment once she satisfies her past due balanceMs*** has requested that Sprint review this matter and waive the device down payment requirement Sprint has reviewed Ms***'s accountIn our effort to provide clear communication about features and pricing, Sprint publishes an overview of our service plans, pricing and featuresOur 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 Further, we advised that qualified customers can purchase an eligible device with no money down for qualified customers with credit approval or money due at signing, if applicable, and agree to monthly leasing payments for devicesThere are no service discounts for devices purchased through the Sprint Lease optionYou can simply choose a new device and turn in your old device in good, working conditionAt the end of the lease you can keep the device and pay the purchase option price listed on the lease agreement or you can continue with a month-to-month leaseFor additional information and eligibility requirements customers can visit www.sprint.com/leaseWe advised Ms*** that we would be unable to make any modifications to her assigned credit class at this timeWe respectfully decline her request to lease a new device without paying the required down payment We spoke with Ms*** on May 24, 2016, discussed her concerns in detail and provided her with our findingsAlthough we were unable to substantiate her claims, we offered Ms*** an adjustment of $to offset her current account balanceMs*** was satisfied with our resolutionMs*** understands that her outstanding balance will still need to be brought current prior to upgrading If we can be of any further assistance regarding this matter, Ms*** can contact me by calling our Executive and Regulatory Service Department toll-free at ###-###-####, ext***I am available Monday through Friday, between a.mand 2:p.m., Central Time Sincerely, *** * *** *Executive Services Analyst

June 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 her inquiry, Ms*** expressed dissatisfaction with the level of customer service that she received from our representatives while trying to resolve the final cancellation charge on her account. Ms*** stated that she received an email advising her that her current lease was almost complete; however, when she visited the store, she was advised that she was not eligible for an upgradeShe further advised that she was unable to activate an iPhone device she got from a friend and was informed the system will not accept the SIM cardDue to this matter, Ms*** advised that she asked about the termination fee and was advised that is would be $180. She advised that she then ported her line to another carrier and received a final invoice for the $Early Termination Fee and it included taxes and surchargesAs a result, Ms*** requests that we credit the Early Termination Fee not being advised about taxes and surcharges Our record reflects that Ms*** ported out to another provider on April 11, 2017. Additionally, she was billed $for the Early Termination Fee, plus taxes and surcharges. Our records further reflect Ms*** contacted our executive office on May 23, 2017, and an adjustment of $was applied to her account to offset a portion of her final balance, and she paid the remaining $89.93. We appreciate Ms*** for taking time to provide details of her experience with customer 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 the loss of Ms***’ business, but are pleased that we were able to resolve her account concern to her satisfaction. If we can be of further assistance with these issues, Ms*** 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, Shola AExecutive Services Analyst

April 25,
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 April 14, We appreciate your assistance in bringing our customer’s concern to our attention
According to the information provided, Ms*** stated that she had an unfavorable customer service experience while attempting to address her billing concernsMs*** further stated that she was offered a promotion allowing her to upgrade her devices associated with phone numbers ending in *** and *** for $per month with the waiver of the Upgrade-Activation FeesMs*** requested that Sprint review this matter and allow her the ability to cancel her services without further cost to her
Sprint has reviewed Ms***’s complaintOur records reflect that Ms*** visited a local Sprint Retail Store location with the intent to upgrade her devices associated with phone numbers ending in *** and *** on January 11, At that time, he activated an iPhone Plus Rose 32GB device associated with phone number ending in *** and an iPhone Plus Black 32GB device associated with phone number ending in *** via Sprint’s Leasing programPlease note 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 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
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 Agreements 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
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
After further review of our records, Sprint confirmed that Ms*** was offered a targeted 50% off iPhone promotion by SprintAll promotion requirements were met; however, the offer was not acceptedWith regard to Ms***’s concern regarding Upgrade-Activation Fees; we confirmed that due to devices being ordered on separate orders she did not meet the qualifying criteriaWe have confirmed that Ms*** was offered and accepted a one time courtesy adjustment of her two Upgrade-Activation Fees of $per device in the total amount of $on April 14,
In order to ensure a satisfactory or mutually acceptable resolution, we must speak with Ms*** directlyWe have made multiple attempts to reach Ms*** regarding her concernsWe attempted to contact Ms*** via phone and e-mail on April 18, 2017, April 19, and April 20, 2017, advising her of our receipt of her complaint and our need to speak with her directlyPlease note that we have received e-mail communication from Ms*** on April 19, 2017; unfortunately, we were unable to speak with her via phone due to time restraintsBased on our account review, Sprint must respectfully deny Ms***’s request to be allowed to cancel her services without further cost to her; however, we have confirmed that Sprint’s Retail Stores Management team has agreed to offer a one time courtesy credit in the amount of $to Ms***’s account to offset the monthly recurring charges reflected on her April billing statementShould Ms*** wish to accept our proposed offer, we encourage her to contact the undersigned directly at the phone number noted below within days from this response
Sprint is committed to protecting the privacy of our customersIn accordance with that commitment, we take measures to verify that a person is authorized to discuss and/or make changes to an accountSpecifically, we require that each account has a PIN and that the account’s PIN or security question/answer is verified before we discuss account information or make any changes to the accountIn accordance with that policy, we must first speak with Ms*** and her provide us with the aforementioned security information before we can discuss the account or assist her with the concerns raised in her complaintWe look forward to speaking with Ms***’s and encourage her to contact us at her earliest convenience
We appreciate Ms*** taking time to provide details of her experience with Sprint’s Retail teamWe are continually striving to improve the quality of service provided to our customersPlease be assured that we value Ms***’s feedback and will utilize her input to improve our training and processes
We regret 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

[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,
*** ***

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

June 20, 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*** stated she took her Samsung Note device to our Sprint store on April 5, 2017, to be repairedShe said the store refused to return her Note device and wanted to give her a different device of lesser value, and she refused to accept itMs*** further advised that her lease agreement was voided as she signed the lease for a Samsung Note device, which the store failed to return back to herLastly, she stated that she was billed $for the remaining lease charges for the Note device along with a $end of lease (EOL), plus tax, totaling $and these were drafted from her bank accountAs a result, Ms*** is requesting that we adjust the charges, and also refund back the payment taken from her Our records reflect that Ms*** took her device to one of our Sprint stores on April 4, 2017, as the screen was crackedThe device was sent to Asurion, our third-party total equipment protection vendor for repairsMs*** was offered a Samsung SEdge device, as replacement, as the Note device was unavailableShe declined the replacementOur records further reflect that Ms*** ported her line on April 13, 2017, to another wireless service provider, and her Sprint account was cancelled. Because the device associated with the line of service had not satisfied the installment agreement, the equipment balance was accelerated and billed to the account, totaling $We also confirmed Ms*** stopped the $payment on May 19, During our conversation with Ms*** on June 19, 2017, we explained the information outlined above. In an effort to resolve this matter, we offered to adjust the charges with the return of the device to our warehouse in good working conditionAccordingly, a return kit was forwarded to Ms***’s billing address listed on her account to facilitate the return of the device to our warehouse in good working condition. Once we have received confirmation of the receipt, we will credit the associated equipment chargeMs*** thanked us for our help. We regret the loss of Ms***’s business, but are pleased that we were able to resolve her account concern to her satisfaction. If we can be of further assistance with these issues, Ms*** 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, Shola AExecutive Services Analyst

May 4, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case # 1***, *** *** *** Sprint Account # xxxxx*** Sprint Case #*** To Whom It May Concern,
Sprint is in receipt of the above-referenced complaint of *** *** *** submitted on April 10, We appreciate your assistance in bringing our customers’ concerns to our attention According to the information provided, Ms*** expressed her dissatisfaction with a payment being debited from her financial institution by Sprint, without authorizationMs*** stated that upon visiting a local Sprint Retail Store location on March 27, 2017, she was provided with options pertaining to the purchase of new devices as well as discussing applications to watch moviesIn addition, Ms*** claims that when she attempted to use the application on March 28, 2017, she received an error message as well as receiving a fraud alert on April 6, 2017, from her financial institutionSpecifically, stating that she was assessed unauthorized charges from Sprint and believes that her account was compromised Sprint has reviewed Ms***’s complaint. Our records reflect on March 27, 2017, Ms*** visited a local Sprint Retail Store locationWe regret any inconvenience that Ms*** may have experienced while at the local Sprint Retail Store location; however, we are unable to substantiate the interaction that transpired between Ms*** and our Retail Sales representativeSubsequently, Ms*** contacted our Customer Care group and requested to cancel her account on March 27, 2017, due to experiencing device issuesHowever, the account was not cancelled, per Ms***’s request and she continued to utilize Sprint’s services We spoke with Ms*** on April 17, 2017, to discuss her concernsDuring our call, she informed us that she was assessed overdraft fees by her financial institution and believes that her Sprint account has been compromisedIn addition, Ms*** stated that she will email a copy of her bank statement which indicates the overdraft fees in question, enabling us to further investigate this matterAlso, we advised Ms*** that she can forward a letter to Sprint from her financial institution on their letterhead including her name, checking account number, the payment(s) or overdraft fees that were debited, and the name and telephone number of an officer at the financial institution. This information can be faxed to the undersigned directly at ###-###-####Upon receipt of the requested information, we will investigate this matter and apply any warranted credits, and update her on the status of the aforementioned matter Sprint appreciates Ms***’s business; however, as per the Terms and Conditions of Service, Sprint is not required to provide compensation to its customers in an effort to resolve their concerns that are brought to our attention. Therefore, Sprint does not believe that a credit is warranted for this matter We appreciate Ms*** taking time to provide the details of her experience with our local Retail Store locationWe 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 will be forwarded to the appropriate managerial staff for further review. We are unable to comment on any disciplinary actions that may occur with the representative in question We regret any inconvenience that Ms*** may have experienced while attempting to resolve the aforementioned concerns. 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

[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
Please be sure to take account out of collections and be sure that it has not and will not show anything negative on my credit report
Regards,
*** ***

[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:Complaint Detail / ProblemComplaint Type:Service IssuesselectProblem:I have had an issue with sprint for over months in regards to charges on my accountI thought the situation was rectified By corporate but now they are back charging me for months of charges for there errorI have had nothing but problems with this phone line from dropped calls to limited internet accessI also have little to no luck with customer service.Every time I call the customer service line there is a minute to a hour hold all agents are outsourced and are just reading off of a computer no real resolutionI was a *** customer before and Never had any of the problems I am having nowThey are even unable to help you in the store if you spoke to someone online or the phone because there computer system is not centralizedThis has been a very stressful situationI am a single mother who cannot afford to be charged all at once for an error of the companyTranslateDesired Resolution / OutcomeDesired Resolution:-- Select your Desired Settlement --selectDesired Outcome:I either want to be let out of my contract or have these charges removed
Regards,
*** ***

Tell us why here...February 20,
Kansas City Revdex.com
Ward Parkway
Kansas City, MO
***
Re: Revdex.com File #***, *** ***
Sprint Account: XXXXX***
Sprint Case # ***
To Whom It May
Concern:
Sprint is in receipt of the above-referenced complaint of *** *** submitted on January 25, We appreciate your assistance in bringing our customer’s concerns to our attention
According to the information provided, Ms*** expressed her dissatisfaction with Sprint’s inability to cancel the Lease Agreement associated with phone line ending in ***Ms*** stated that the Lease Agreement was processed on her account without her authorization; therefore, she requested that Sprint cancel the disputed Lease AgreementUnfortunately, the cancellation was unsuccessfulMs*** further stated that she had an unfavorable customer service experience while attempting to resolve her account concernsMs*** requested that Sprint review this ***er, apply an adjustment to her account to offset the disputed charges and provide her with a refund
Sprint has reviewed Ms***’s complaintWe spoke with Ms*** on January 30, 2017, to further discuss her concernsDuring that conversation, we advised Ms*** that we would investigate her concerns and follwith her accordingly
Our records reflect on May 16, 2016, Ms*** visited a local Sprint Retail Store location, and activated phone line ending in *** via Sprint’s Leasing ProgramSubsequently, an equipment swap was performed and the Samsung Galaxy SEdge device was activated on phone line ending in ***At the time of this transaction, the account security information was authenticated and the Installment Billing Agreement was signed at the Sprint Retail Store locationAs a result, the transaction was completed
Please note 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
Please be advised in order to further investigate Ms***’s account concerns, we engaged our Retail Stores Management team to assist in the investigation of her accountBased on the findings of our investigations, it was confirmed that the disputed Lease Agreement was validFurther research on the account indicates that phone lines ending in *** and *** ported-out to another service wireless service provider on September 28, 2016, prior to fulfilling the terms of Lease AgreementsAs a result, the account was assessed Lease cancellation charges as reflected on the October billing statement
We followwith Ms*** on February 17, 2017, to further discuss her concerns and relayed the aforementioned information to herDuring that call Ms*** advised that she has returned the devices for phone lines ending in *** and *** to Sprint’s Returns warehouseWe have confirmed that the aforementioned devices were received by Sprint on December 13, As a result, we have cancelled the service associated with phone line ending in *** and agreed to adjust the remaining Lease cancellation charges as reflected on the October billing statement, leaving the account closed with a credited balance of $Furthermore, we processed and approved a refund check of $on February 20, 2017, which will be mailed to the billing address on fileWe ask that Ms*** allows to business days to receive the refund check from date of approval
Since our initial conversations, we have attempted to follwith Ms*** on February 20, 2017, to relay the aforementioned resolution to herUnfortunately, we were unable to reach her directlyShould Ms*** have any questions or concerns with the resolution provided, we encourage her to contact the undersigned directly ay her earliest convenience
We appreciate Ms*** taking time to provide details of her experience with our Customer Care groupWe are continually striving to improve the quality of service provided to our customersPlease be assured that we value Ms***’s feedback and that her concerns will be forwarded to the appropriate managerial staff for further review
We regret any inconvenience this 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/ Catherine D***
Catherine D***
Executive & Regulatory Services Analyst

October 2, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case ***, Latasha *** *** Sprint Account XXXXX***, Joshua *** Sprint Case ***
To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry. We appreciate your assistance in bringing our customers’ concerns to our attention. According to the information received, Ms*** states that Asurion is charging her for a phone that was stolen on May 15, 2017. She states this is in addition to the two deductibles, $each, for this claim and another claim. Ms*** desires Sprint to take this off her account We regret that Ms***’ experience with Asurion fell short of her expectationsWe strive to address any issues we identify or are brought to our attention by our customers about out our partner companies such as Asurion. After a review, we confirmed with Asurion that Ms*** filing of the claim for the stolen device was originally reported to Asurion as a damaged device. When the claim is filed as damaged Asurion does provide return packaging for the customer to return the damaged device. However, if the device is not returned in accordance with Asurion’s guidelines the customer will incur a non-return device change on their Sprint bill. No error was discovered and therefore the non-return device charge is valid We spoke with Ms*** on September 30, 2017. We reviewed her concerns and explained Asurion indicated the device claim was filed as damaged. As evidence of investigating the matter fully we have contacted Asurion to have the matter reviewed to see if an error had taken place during Asurion’s handling of the claim. Asurion did investigate and determined no error was made. We respectfully decline her request for removal of the non-return equipment charge We regret any frustration this matter may have caused. If Ms*** requires additional assistance, I can be reached at the Executive & Regulatory Services department at our toll-free number, ###-###-####, extension ***. I am available Monday, and Wednesday through Saturday, between 7:a.mand 3:p.mCentral Time Sincerely, Travis M Executive Services Analyst

---------- Forwarded message ----------From: *** ***Date: Fri, Feb 3, at 1:PMSubject: ID ***To: ***, ***Date 02/03/17*** ***W HOLT AVe UNIT 1POMONA, CA 91768-3408Name of
Contact Persons: *** ***/ Mrs*** ***Title Senior Analyst Sprint Consumer Complaint Division Dear Revdex.com of the Greater Kansas City regionRe: ###-###-#### Complaint ID ***On 02/03/I have spoken withSprint and wanted to notify the Revdex.com that my issues that I originally reported and complained about have all been resolvedI am more than satisfied with the assistance and customer service provided and received from Mr*** ***He worked diligently to resolve all my issue and was a man of his word all through the process of resolution.Unfortunately, this complaint resulted from the complete opposite level of servicePoor customer service and communication as explained in my complaint.I was billed the wrong amounts; and the issues kept piling up, somethings were not disclosed clearly by the sales team etcand I am happy to say this matter is cleared and overI would appreciate you removing my file or your updating my information to reflect that I am now satisfied with the way sprint has handled my complaint and resolved my issuesIf you have any questions concerning this email, please contact me.Sincerely, *** ***

[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,
*** *** I would also like to add a thank you to the Revdex.com for your quick response in taking care of my complaint and a thank you to *** * *** for his knowledge of my past troubles and his generousity in relieving me of the $balance

April 18, 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 Ms*** ***. We appreciate your assistance in bringing our customers’ concern to our attention According to the information received, Ms*** expressed her dissatisfaction with the network coverage in her local service area for the past three months. She stated that she was advised that her network issues would be investigated and when she called in to receive the status of the investigation she expressed her dissatisfaction with the level of service she received. As a result, she requested a bill credit or a refund for the monthly service charges she has paid for the past three monthsDuring our conversation with Ms*** on April 10, 2017, we explained that 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 control. Wireless services cannot be regularly transmitted through concrete structures such as buildings, basements, walls, and various other structures. As a result, customers may experience difficulty making or receiving calls when indoors. In addition, data coverage is not available everywhere and service speeds are not guaranteed. Service speeds may depend on the service purchased and actual speeds will vary. Estimating wireless coverage, signal strength, and service speed is not an exact scienceThere are gaps in coverage within our estimated coverage areas that, along with other factors both within and beyond our control which may result in dropped and blocked connections, slower service speeds, or otherwise impact the quality of service. With respect, please note that the nature of wireless signal precludes any carrier from providing seamless coverage. Sprint has made no warranty or guarantee of the same. We regret that Ms***’s experience with service in her service area is falling short of her expectations. We are continually seeking ways to improve the quality of service provided to our customers with our ongoing commitment to improve coverage. Please be assured that we value her feedback and that her concerns have been forwarded to the appropriate managerial staff empowered to make changes in this area. Our records reflect that Ms***’s address on file is within best coverage. In best coverage, some small pockets of poor service may occur based on obstructions, foliage, and terrain, but should be rare or infrequentWe forwarded Ms***’s concern to our technical support team to have the issue investigatedOur records reflect that our technical support team performed some updates to her device and requested that she check to see if the update resolved her issues. We made subsequent attempts to contact Ms*** on April and 14, 2017, via telephone and email to confirm if the update resolved her issue. Unfortunately, we have been unable to reach her and she has not returned our callsWe regret any inconvenience this matter may have caused. If Ms*** still requires assistance with this matter she can contact me by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####. I am available Monday through Friday from 8:a.mto 4:p.m., Central Time Sincerely, Jennifer FJennifer FExecutive Services Analyst

September 7,
Revdex.com Serving Greater Kansas City
Ward Parkway
Kansas City, MO
***
Re: Revdex.com File # ***, *** ***
Sprint Account: XXXXX***
Sprint Case # ***
To Whom It May Concern,
Sprint is in receipt of the above-referenced complaint of Ms*** *** submitted on August 22, We appreciate your assistance in bringing our customer’s concern to our attention
According to the information provided, Ms*** expressed her dissatisfaction with the inability to receive a refund after she terminated services with Sprint and the level of customer service received, while attempting to resolve her concernsAccording to Ms*** she terminated her service within the allotted time frame due to coverage issues at her home address and was promised a refundHowever, Ms*** stated that her account was not terminated as requested and she continued to receive a bill for equipment and servicesMs*** requested that Sprint review these matters and provide her with a refund for all monies paid towards her account accordingly
Sprint has reviewed Ms***’s complaintAccording to our records, Ms*** ported in phone number ending in *** on June 9, 2016, via Sprint leasing programPlease note 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 ***
Our records reflect that Ms***’s address is within Sprint’s “Good” coverageWe regret that Ms*** experience with service in her local service area fell 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 address was operating within parameters during the time she stated that she experienced poor serviceWe are continually seeking ways to improve the quality of service provided to our customers with our ongoing commitment to improve coverage
Please note, as stated in our Terms and Conditions of Service which can be viewed at www.sprint.com, coverage and quality of wireless services and data speeds may be affected by conditions beyond our controlWireless services cannot be regularly transmitted through concrete structures such as buildings, basements, walls, and various other structuresAs a result, customers may experience difficulty making or receiving calls when indoorsIn addition, data coverage is not available everywhere and service speeds are not guaranteedService speeds may depend on the service purchased and actual speeds will varyEstimating wireless coverage, signal strength, and service speed is not an exact scienceThere are gaps in coverage within our estimated coverage areas that, along with other factors both within and beyond our control which may result in dropped and blocked connections, slower service speeds, or otherwise impact the quality of service
Further research on the account reflects Ms***’s account was terminated on July 15, 2016, and we confirmed the equipment associated with phone number ending in *** was returned to the point of sale on June 13, As such the account was adjusted to offset the disputed charges, leaving the account closed with a credit balance of $Therefore a refund check for $was mailed to the address on file
Please note to further investigate Ms***’s account concerns, we engaged the retail stores management team for further assistance; as a result Ms*** will receive two additional refund checks one for $and one for $42.79, totaling $We ask that Ms*** allow up to days to receive the refund check from date of approval
We spoke with Ms*** on September 6, 2016, and relayed the aforementioned information to herMs*** expressed her satisfaction with the resolution providedWe regret any inconvenience this matter may have caused Ms***We appreciate Ms*** taking the time to provide us with the details of her experience with our Customer Care group and our third party retailersWe are continually striving to improve the quality of service provided to our customersPlease be assured that we value customer feedback and that your concerns will be forwarded to the appropriate managerial staff for further review
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 9:a.mand 6:p.m., Eastern Time
Sincerely,
Tracey S***
Executive & Regulatory Services