Sprint Corporation

September 12, 2016 Kansas City Revdex.com Ward Parkway Kansas City, MO ***
Re: Sprint Account: XXXXX***, *** *** Revdex.com File #*** Sprint Case # *** To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of *** *** submitted on August 18, 2016. We appreciate your assistance in bringing our customer’s concerns to our attention Mr***’s filing expressed his dissatisfaction with the expiration of the Access Fee promotional offer associated with his Sprint account. As a result, his monthly recurring charges increasedMr*** further stated that he cancelled his account and was assessed equipment related charges as reflected on his account. Mr*** requested that Sprint review these matters and apply an adjustment to his account to offset the disputed charges Sprint has reviewed Mr***’s complaint. According to our records, on March 23, 2015, Mr*** activated and portphone lines ending in ***, *** and ***. Mr*** selected a two-year Service Agreement for phone line ending in *** and phone lines ending in *** and *** were activated via Sprint’s Lease and Monthly Installment programs. Effective September 19, 2014, Sprint launched the Sprint Lease program, which 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 More information regarding the Lease program is available at our website, ***. In addition, Sprint 24-Month Installments is a device installment agreement that gives new and existing customers an affordable option to activate/upgrade to a Smartphone, feature phone or tablet device. Customers simply purchase an eligible device with no or a variable down payment, depending on device, and agree to monthly installment payments for each financed device. There are no service discounts for devices purchased through Sprint 24-Month Installments and at the time of purchase the customer will be required to pay all applicable sales tax against the Suggested Retail Price (SRP) as well as any applicable down payment for any device being purchasedFor additional information and eligibility requirements customers can visit *** Upon researching the account, our records indicate that aforementioned phone lines were receiving a promotion to waive the Access Fees associated with his account for a twelve month periodFurther research on the account shows that the promotion ended on June 2016. Due to the expiration of the promotional offer, his account was assessed Access Fees as reflected on his monthly billing statements after June 2016. Upon further review of his account, we confirmed that phone lines ending in *** and *** were ported-out to another wireless service provider on July 17, 2016. Additionally, phone line ending in *** was cancelled on September 6, 2016. Since Mr*** participated in Sprint’s Lease and Monthly Installment programs on phone lines ending in *** and *** his account was assessed Lease cancellation charges as reflected on the August billing statement. Additionally, his account will be assessed Installment Billing cancellation charges, which will appear on the September billing statementsFurthermore, phone line ending in *** was not assessed additional fees Our records further indicate that the devices associated with phone lines ending in *** and *** were returned to Sprint and received at our Returns warehouse on August and of 2016. As such, in an effort to successfully resolve this matter, we have agreed to waive the Lease and Installment billing cancellation charges assessed to his account. In addition, we will apply adjustments to his account to offset the equipment related charges and monthly recurring charges when his September billing statement generates on his account. These adjustments will appear on the October billing statement In an effort to ensure that Mr*** is satisfied with our aforementioned resolution, we spoke with him on September 12, 2016, and relayed the aforementioned information and resolution to him. Mr*** confirmed that he was satisfied with the resolution providedWe apologize for any inconvenience Ms*** may have experienced while attempting to resolve this matter. We appreciate Mr*** taking time to provide details of his experience with our Customer Care Group. We are continually striving to improve the quality of service provided to our customers. Please be assured that we value Mr***’s feedback and that his concerns will be forwarded to the appropriate managerial staff for further review If we can be of further assistance with this issue, Mr*** can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext***. I am available Monday through Friday between 7:a.mand 4:p.m., Eastern Time Sincerely, /s/ Catherine *** Catherine *** Executive & Regulatory Services Analyst

Executive & Regulatory Services P.OBox Irving, TX March 17, 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*** ***. We appreciate your assistance with bringing our customers’ concerns to our attention In her inquiry, Ms*** stated that after accepting our promotional offer Buy One Get One (BOGO) Free, she was informed her monthly invoice would reflect two monthly lease and rent charges and a credit to offset one of the charges, but her monthly invoice does not reflect said credit. She further states that she has made several unsuccessful attempts to resolve this matter. She has requested to return the devices and waive her account balance The BOGO promotional offer allowed Ms*** to purchase devices via lease or Installment Billing (IB) agreement and receive a monthly credit to offset the monthly charge for one of the devices. After a review, our records reflect that after the BOGO free promotional offer was accepted by Ms***, one of the phone numbers was changed, thus disrupting the initialization of the BOGO free programming. Therefore, due to system limitations, we were unable to systematically apply a recurring credit in accordance with the BOGO free offer. We regret that this matter has led to Ms***’s decision to cancel her account effective January 11, 2017. As resolution, we agreed to waive her account balance, including her Lease Cancellation charges, contingent upon the return of her Sprint devices. We have forwarded two return kits to facilitate the return of her devices. We appreciate Ms***’s taking the time to provide us with the details of her customer service experience. Please be assured that we value her feedback and will utilize it to improve our training processes. If I can be of any further assistance regarding this matter, I can contacted directly by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext*** so that we may fully address her concerns. I am available Monday through Friday between 9:a.mand 5:p.m., Central Time Sincerely, Terrence MExecutive Services Analyst

July 20, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case 12160886-Rebuttal, *** *** Sprint Account XXXXX3984, *** *** Sprint Case To Whom It May Concern: Sprint is in receipt of the above-referenced rebuttal of Ms*** *** regarding the Sprint account of Mr*** ***. We appreciate your assistance in bringing our customers’ concerns to our attention and regret the circumstances that led to Ms***’s contacting your agency once again. In her rebuttal, Ms*** expressed her dissatisfaction with the length of time taken to fully resolve the concerns outlined in her original filing, namely her request to return the equipment formerly associated with Mr***’s now-closed Sprint account to the point of sale due to unresolved account billing issues. She also reiterated her request that we return to her the equipment she and Mr*** surrendered to the point of sale when they established services with us Unfortunately, our attempts to contact Ms*** via telephone and e-mail on July 11, and 20, 2017, to discuss her remaining concerns related to Mr***’s Sprint account were unsuccessful. However, when we spoke with Mrand Ms*** on June 12, 2017, we informed them that Mr***’s disputed charges were higher than the quoted pricing because his account was not set up for our automatic payment option, as required to receive the $5-per-line discount included in the terms of the promotional rate plan he accepted. We further confirmed that the requirements to receive Mr***’s iPhone devices for free were also not met, as that promotional offer required the leasing and activation of iPhone 32GB devices, but the devices activated to Mr***’s account were iPhone 128GB and iPhone Plus 128GB, respectively. As a result, his account was charged for the full price of the higher-memory devices chosen, and the promotional credits did not award. Based on our review, we were unable to identify any billing error associated with Mr***’s Sprint account. However, as a courtesy due to any miscommunication that may have been provided to the ***s, we applied credits totaling $to Mr***’s account on May 31, 2017, to offset an amount equivalent to four months’ of the $equipment promotional amount and the $automatic payment discount, plus applicable taxes and surcharges, plus late fees incurred. Additionally, we advised the ***s that we will comply with their request that we accept the return of their devices in exchange for our offsetting the remaining lease cancellation and purchase charges associated with those devices. Further, although we cannot obtain and return their previously-surrendered equipment to them, we agreed to provide like devices comparable to those they provided to us. At that time, Mr*** agreed to contact us upon his return from vacation to advise us of his decision and to get more details regarding the final resolution. Our offer remains available to Mr*** for days from the date of that response; however, until Ms***’s rebuttal, we have not yet received any response from him. We again regret the circumstances that led Mrand Ms*** to terminate their services with us, as well as any delay in bringing this matter to closure. As a demonstration of our commitment to excellence, we will extend the expiration of our offer noted above for another days from the date of this response. We look forward to hearing from the ***s. We appreciate having the opportunity to address Mrand Ms***’s remaining Sprint account concerns, and we trust that our actions noted above have restored their faith in our company. If we can be of further assistance with this matter, or if the ***s would like to discuss their outstanding issues in further detail, they can contact me by calling our Executive & Regulatory Services department toll-free at 1-855-848-3280, ext***. I am available Monday, Tuesday, Thursday and Friday between 7:a.mand 5:p.m., Central TimeSincerely, *** *** *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:MY ANSWERS TO THEIR STATEMENTS WILL BE IN ALL CAPS LIKE THISWHAT THEY SAID IS IN THE STANDARD FONT. According to the information provided, Ms*** remains dissatisfied regarding the Spending Limit Program charge, payment due date and her monthly charges.THIS IS CORRECTI AM STILL DISSATISFIED AND UPSET THEY CANT AND ARE UNWILLING TO FIX/CHANGE THE MATTER AT HAND As stated in our previous response, Sprint requires potential customers to undergo a credit evaluation prior to establishing wireless communication service with us. Based on the results of Ms***’s credit evaluation at the time of activation, she was approved for a Spending Limit Account. Our records reflect that correspondence noting the Account Spending limit charge, deposit, equipment type and cost was provided to Ms***. 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 blockedI DID GO THROUGH THE CREDIT EVALUATION, AND HAD TO PAY A LARGER AMOUNT DOWN BECAUSE OF MY CREDITWITHOUT MY KNOWLEGE, THINKING I HAD TO PAY A LARGER AMOUNT DOWN TO BE CONSIDERED FOR SERVICENOT THAT I HAD TO PAY THAT AMOUNT DOWN- TO GET A DIFFERENT ACCOUNT- THAT I WOULD HAVE TO KEEP PAYING MONTHLYTHEY DID NOT MAKE ME AWARE, NOR DID THEY PROVIDE DOCUMENTATION REGARDING THIS, NOR HAD ME SIGN AGREEMENTS LETTING ME BE AWARE THAT THIS WOULD OCCURAS I MENTIONED BEFORESO THAT IS A LIEIF THAT IS SO CALLED TRUEI WOULD LIKE TO SEE WHERE I SIGNED UNDERSTANDING THATSO AGAINNOTHING WAS PROVIDED TO ME ABOUT THISI FEEL I PAID THAT AMOUNT DOWNI SHOULD BE GIVEN THE CHANCE TO PAY AND BUILD MY CREDIT RATHER THEN PAYING WHAT SEEMS TO BE A PENALTY AMOUNT FOR MY BAD CREDIT, FROM THE PASTNOT WITH SPRINTSO NOW IT SOUNDS LIKE I AM BEING BABYSAT WITH A CURFEW WITH THIS SPENDING LIMIT ACCOUNTITS SEEMS VERY JUDGMENTAL AND UNFAIRSO WHY WOULD I HAVE TO PAY A LARGER AMOUNT DOWN THEN?Sprint will waive the $Spending Limit Program fee for customers who enroll in our recurring automatic payment and e-Bill programs. Customers can setup recurring automatic payment and enroll in e-Bill via www.sprint.com by logging on to their My Sprint account, or may contact our Customer Care department by dialing *from their Sprint device to request that a recurring automatic payment and e-Bill enrollment form be sent to their address on record. If recurring automatic payments or e-Bill are cancelled, the fee will be applied to the customer’s account.THIS IS ALSO SOMETHING ME AND MY FIANCE STRESSEDWE CANNOT AFFORD TO MISS ANY PAYMENTS BECAUSE WE GET PAID AT DIFFERENT TIMESSO WE NEED THE FREEDOM TO PAY WHEN WE HAVE ITNOT BEING CHARGED TO DO SOINSTEAD THEY WANNA BRIBE US TO HAVE OUR MONEY AUTOMATICALLY DRAWN WHEN THEY PLEASE OR THEY WILL FINE USTHIS WAS DEFINITELY NOT DISCUSSED AT SIGNUPWE WERE THINKING IT WOULD BE A MONTHLY BILL AND PAY WHEN WE DOLIKE EVERY OTHER BILL WE PAYWHY ARE THEY SO DIFFERENT?? SEEMS LIKE A WAY FOR THEM TO POCKET MORE MONEY TO ME. Additionally, Ms***’s billing cycle starts on the 13th of each month and ends on the 12th of the following month. Ms***’s payment due date will be approximately on the 6th of each month. Regrettably, we are unable to adjust her payment due date within her billing cycle.AGAIN, WE WERE PROMISSED MONTLYBEGINNING THE 12THI HAVE DOCUMENTS STAING SO THAT I SIGNED WITH THEIR COMPANYTHE 6TH IS WEEK EARLY! WHERE DOES IT SAY THAT IN ANY SIGNUP PAPERWORK? While we regret that Ms*** is not satisfied with our response, our position remains unchanged. After discussing this matter with the Executive & Regulatory Services team, we are confident that Ms***’s concern has been fully addressed and resolved to the best of our ability. Consequently, all further inquiries regarding this matter will be met with the same responseAND I WILL CONTINUE TO DISAGREE MAKING FURTHUR COMPLAINTS UNTIL THE WRONGS HAVE BEEN MADE RIGHT. We regret any inconvenience Ms*** may have experienced. If Ms*** would like to further discuss this matter, she can contact me by calling the Executive & Regulatory Services department toll free at ###-###-####, extension ***. I am available Monday through Friday, from a.mto p.m., Central TimeWHY WOULD I WANNA DISCUSS IT WITH THEM FURTHUR?? THEY WILL NOT LISTEN, NOR HELP, NOR ADMIT THEIR WRONGSINCLUDING LIES, BEING DECIEVING, TRICKING PEOPLE, ADDING MONEY WHERE THEY CAN, NOT STICKING TO THEIR CONTRACTSVERBAL AND PHYSICAL DOCUMENTS, AND SO MUCH MOREAND AS IVE DONE MY RESEARCHI AM NOT THE ONLY ONE WHO HAS BEEN THROUGH THIS WITH THEMAPPARENTLY THEY HAVE A PATTERN, HISTORYAND SOMETHING SHOULD BE DONE ABOUT ITHOPEFULLY SOONER OR LATERAND I DEFINITELY WOULD LIKE MY COMPLAINT TO BE PUBLICTHANK YOU
Regards,
Kimberly ***

November 16, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case ***, *** D*** Sprint Account XXXXX*** Sprint Case *** To Whom It May
Concern: Sprint is in receipt of the above-referenced inquiry filed by Ms*** *** regarding her Sprint account. We appreciate your assistance in bringing our customers’ concern to our attention. In her inquiry, Ms*** expressed her dissatisfaction with being advised at the point of sale that she would receive her Switch to Sprint reward cards as soon as her devices were logged into Sprint’s inventory. However, upon canceling her service within the 30-day Satisfaction Guarantee return period, she was advised that she would not receive the Switch to Sprint rebate, if the service is canceled. She also stated that she is being billed for charges by Sprint for the equipment that she already returned, and she is dissatisfied with the level of customer service she received while attempting to address her concerns. Therefore, she is requesting that Sprint waive the balance from her Sprint account and provide the Switch to Sprint reward cards to offset the $that she owes to her previous provider We spoke with Ms***, and addressed her concerns. We explained although we regret any possible misunderstanding that may have occurred, we are unable to comply with her request to provide her with Switch to Sprint reward card because her equipment was returned and her service was canceled. Details of the requirements of this promotion are available at www.sprint.com/joinnow. We confirmed that as a result of her return, credits were applied to her account to offset all of the charges incurred in accordance with our 30-day Satisfaction Guarantee. Subsequently, her account is currently in final status with a zero balance due. We explained that as stated on her original receipt, she received recycle credit totaling $for the release of her devices to Sprint without the possibility of retrieving the devices at a later date. We confirmed that this credit was applied toward the cost of the accessories she received that day, which were not returned. As a result, no refund is due. Ms*** stated that she was told that the accessories would be free. Due to any possible misinformation or misunderstanding that may have occurred regarding the promotional offers that Ms*** was eligible for and the requirements to receive them, we are offered to make an exception to bring this matter to resolution. We advised Ms*** that we are willing to provide her with a refund of the $recycle value of the three devices that she turned in or return three devices of similar model and value to her within the next two to four weeks. Ms*** stated that she will discuss this with her husband and contact us back with her decision. We advised Ms*** that we regret any inconvenience that these matters may have caused and her feedback regarding her experience will be used to improve our service. If Ms*** has any additional questions or would like to take advantage of this offer within the next days, I can be reached toll-free by calling ###-###-####I am available Monday through Friday, between a.mand p.m., Central Time Sincerely, Clara 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 me
Regards,
Igor ***

February 10,
*** ***
Revdex.com
Ward Parkway, Suite
Kansas City, MO
Re: Revdex.com Case ***, *** ***
Sprint Case ***
Dear Ms***:
Sprint is in receipt of the above-referenced complaint of *** ***We appreciate your
assistance in bringing our customers’ concerns to our attentionWe apologize for any inconvenience this matter may have caused her
According to the information provided in Ms***’s inquiry, she advises that she was informed that she could receive a monthly discount in addition to the promotional 50% off plan she selected upon establishing service with Sprint
Participation in the Sprint Discount Program is subject to an agreement Sprint has with many of our business customersThese agreements provide monthly discounts on eligible wireless services to the employees, students and members of these companies and universitiesSprint will periodically request proof of eligibility for customers to receive program benefitsBecause Ms***’s on a promotional plan that is already a great value, we are unable to provide additional discountsHowever, due to any misinformation that Ms*** may have received at the point of sale, she was provided one-time credit totaling $
We appreciate Ms*** taking the time to provide us with the details of her experience with our retail store and customer service departmentWe are continually striving to improve the quality of service provided to our customersPlease be assured that we value her feedback and will utilize her input to improve our training and processes
If you have any questions, you can reach us by calling the Executive & Regulatory Services Department toll-free at ###-###-####, ext***I am available Sunday, Monday, Wednesday, and Friday from 8:a.mto 5:p.m., Central Time
Sincerely,
Amanda Q
Executive Analyst

January 10, 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 Ms*** *** regarding her Sprint account. We appreciate your assistance in bringing our customer’s concerns to our attention. In her inquiry, Ms*** states that she called to cancel her service in December Ms*** states that her account was not cancelled and she continued to receive service chargesShe states that she called several more times requesting cancelation but the account was not canceledAs a result, Ms*** is requesting that we cancel her account, credit the charges incurred and update her credit file We attempted to reach Ms*** via phone and email on December 29, and January and 6, 2017, to speak with her regarding her concern. We also sent a letter via US mail on January 6, 2017, requesting that she contact us to address her account concerns. As of this date, we have not received a return call from Ms***. We have reviewed our records and confirmed that Ms***’s account is cancelled; however, without proper authentication of the account, we are unable to provide our detailed account findings. Sprint is committed to protecting the privacy of our customers. In accordance with that commitment, we take measures to verify that anyone contacting us about an account is authorized to discuss and/or make changes to that account. Specifically, we require that each account has a PIN and that the PIN is verified by the account holder or an individual authorized to have access to the account before we can discuss sensitive account information or make any changes to the accountTherefore, we invite Ms*** to contact us at the number provided below to further address her concerns We regret any inconvenience that Ms*** may have experienced as a result of these issues. Ms*** can reach me by calling Sprint’s Executive and 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, *** *** *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
Regards,
Joseph ***

March 30, 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 filed by Ms*** ***. We appreciate the opportunity to address her account concerns According to the information provided, Ms*** states that she continued to be billed by Sprint after she requested that the service on her wireless account xxxxx*** be cancelled in July 2013. As a result, she is requesting an apology from Sprint and credit for any charges she was assessed after that time Sprint’s records reflect that Ms***’s wireless account xxxxx*** was cancelled on February 10, 2014, via our collection process for non-paymentOur records do not reflect a cancellation request from Ms*** prior to this date, therefore, the line remained active and was assessed a Monthly Recurring Charge (MRC). Although Sprint was unable to determine an error regarding this matter, on March 30, 2017, we applied credits totaling $to her account to offset the disputed charges incurred. As a result, the account has been finalized with a zero balance. We have also contacted the outside collection agency assigned to the account and advised them to cease all further collection efforts and to delete this entry with the credit bureaus. Please allow days for completion of this process Sprint is continually seeking ways to improve the quality of service provided to our customers. Please be assured that we value Ms***’s feedback and will utilize her input to improve our training processes. We regret any inconvenience that this matter may have caused Ms***. If I can be of further assistance regarding this matter, she can contact me by calling the Executive & Regulatory Services department toll-free at ###-###-####, ext####. I am available Monday through Friday between a.mand p.m., Central Time Sincerely, Sean JExecutive Services Analyst

***3:PM (minutes ago)toinfoI wanted to take a moment to tell you I was contacted by Sprint and they resolved all matters satisfactory after I initially had indicated to you in a response that I was not satisfiedI understand the case is closed, but due to Sprint’s effort,s I want to be sure no derogatory remarks have been permanently filed against them.I work for the airline industry and I have been out of the country extensively and have not been able to follow up in a timely manner with the Revdex.comI apologize for the delay and thank you for the anticipated follow through.Michael *** Sent from Windows Mail

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

Date: Thu, Jun 22, at 12:PMSubject: Complaint ***To: ***This has been resolvedSprint sent the gift cards

[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
Hallelujah !!!!!!!!
Regards,
*** *** ***

June 30, 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 above-referenced Rebuttal of Mr*** ***We appreciate your assistance in bringing our customers’ concerns to our attention According to Mr***’s complaint, he states that equipment was removed from account XXXXX*** without his authorizationAs a result, he is now being charged for the equipmentMr*** is requesting that negative reporting be removed from his credit report We attempted to reach Mr*** via phone and email on June 23, 26, and 306, 2017, to speak with her regarding his account concerns. Unfortunately, we have not received a response. Sprint is committed to protecting the privacy of our customers. In accordance with that commitment, we take measures to verify that anyone contacting us about an account is authorized to discuss and/or make changes to that account. Specifically, we require that each account has a PIN and that the PIN is verified by the account holder or an individual authorized to have access to the account before we can discuss sensitive account information or make any changes to the account. Therefore, Mr*** can contact us at the number provided below at his earliest convenience to complete the authentication of his account so that we can fully resolve his concerns We spoke with Mr*** on May 23, 2017, in regard to his concerns; however, he was unable to authenticate the accountWe suggested Mr*** visit his local Sprint store with two forms of ID to update the security information on the account. Once that has been completed, he may contact our office and authenticate the account, at which time we can discuss his concerns in detailIn an effort to address Mr***‘s concerns, we confirmed that there were no charges to account XXXXX*** for equipmentHowever, the account was billed a prorated Early Termination Fees, along with Monthly Recurring Charges (MRC), taxes, surcharges and fees We regret any inconvenience this matter may have caused. If I can be of further assistance, Mr*** can contact the Executive & Regulatory Services department toll-free at ###-###-####, ext***. I am available Monday through Friday between 9:a.mand 6:p.m., Central Time Sincerely, Leland *** *Executive Services Associate Analyst

August 11, 2017 Revdex.comWard Parkway, Suite 401Kansas City, MO 64114 Re: Revdex.com Case ***, *** *** Sprint Account xxxxx*** Sprint Case *** To Whom It
May Concern: Sprint is in receipt of the above-referenced inquiry of Mr*** ***. We appreciate your assistance in bringing our customers’ concerns to our attention. In Mr***’s inquiry, he expressed his dissatisfaction with the performance of his recently-acquired Sprint device and with the repair/replacement options provided to him. He also described unfavorable customer experiences during his attempts to address those concerns. He requested that we provide a replacement device We regret any difficulty Mr*** may have experienced with his device. Sprint is committed to providing world-class customer service, and we stand behind our commitment with a 14-day Sprint Satisfaction Guarantee return policy on all our products. Customers can return devices to the point of sale within that time period for a full refund (day of the days starts the day after activation). Sprint assesses a $restocking fee for devices and a $restocking fee for notebooks, netbooks or tablets. However, if the device is returned in its original unopened package, no restocking fee is charged. On August 7, 2017, we spoke with Mr*** and explained that equipment issues such as he described should be directed to one of our service and repair locations, as our records reflect was previously recommended to him. We also contacted the management team of a service and repair facility in his area and arranged for an exchange of his deviceAs a one-time courtesy, we offered to offset the cost of Mr***’s device repair or replacement if that action occurs within the next days. Mr*** indicated his satisfaction with our resolution. We appreciate Mr***’s taking time to provide details of his experiences with our retail and Customer Care representatives. We are continually seeking ways to improve the quality of service provided to our customers. Please be assured that we value customer feedback and that these concerns have been forwarded to the appropriate managerial staff for further review. We regret any inconvenience these concerns may have caused Mr***. If we can be of further assistance with these matters, he can contact me by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####, extension ***. I am available Monday through Friday from 7:a.mto 3:p.m., Central Time Sincerely, Katherine DExecutive Services Analyst

September 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. We appreciate your assistance in bringing our customers’ concern to our attention. According to the information received, Ms*** stated that in August 2016, she contacted Sprint and made a payment arrangement to pay $on August 31, 2016. She stated that on August 30, 2016, she made a payment of $via telephoneShe stated that on August 31, 2016, her debit card was charged $153.97. She stated that as a result of us charging her debit card, she incurred three NSF fees from her bank totaling $82.50. She stated that she contacted us on September 1, 2016, and was advised that she would be refunded the $and would also be reimbursed the $for NSF fees that she had incurred and was advised to fax verification of the fees. She stated that on September 2, 2016, her bank sent a letter on her behalf that detailed the fees that she had incurred and faxed the letter to the fax number that she was provided. She stated that on September 9, 2016, she received a refund on her credit card for $153.57, however, she did not receive the $NSF fees. She stated that she contacted our Customer Care department multiple times and was dissatisfied with the level of service she received. She is requesting to be reimbursed $for the NSF fees Our records reflect that a credit in the amount of $for the NSF fees was applied to Ms***’s account on September 14, We spoke to Ms*** on September 15, 2016, and she confirmed the issue has been resolved to her satisfaction. We appreciate Ms***’s feedback regarding her interactions with our Customer Care department and the details of her experience will be forwarded to the appropriate managerial staff empowered to make changes in this area We regret any inconvenience this matter may have caused. If we can be of further assistance with this concern, Ms*** can contact me directly by calling our Executive & Regulatory Services department toll-fee at ###-###-####, extension ***. I am available Monday through Friday between 9:a.mand 5:p.mCentral Time Sincerely, Sharon RExecutive Services Analyst

Tell us why hereApril 14, 2017 Revdex.comWard Parkway, Suite 401Kansas City, MO 64114 Re: Revdex.com File ***, *** *** Account XXXXX*** Sprint Case *** To Whom It May
Concern: Sprint is in receipt of the above-referenced inquiry of Ms*** ***. We appreciate your assistance in bringing our customers’ concerns to our attention. In her inquiry, Ms*** described unfavorable customer experiences during her attempts to resolve her online account access stating that her issue is not resolved. She stated that she had fraudulent charges billed to her account and her account pin was changed by our Fraud department. She requested that we resolve her issue and would like an explanation for her fraud charges. We appreciate Ms***’s taking time to provide details of her experiences with our Customer Care representatives. We are continually striving to improve the quality of service provided to our customers. Please be assured that we value customer feedback and will utilize this input to improve our training and processes. We regret any delay in resolving Mr***’s online account access and billing concerns. Our records reflect that her disputed equipment charges were credited on February 9, 2017. The credits are not reflected on her March invoice because these were unbilled charges. Our records also reflect that one of our Fraud representatives called Ms*** on February 7, 2017, and left a voicemail message advising her that she needed to create a new online account. During our conversation with Ms*** on April 4, 2017, we provided the information above and advised her that we could contact our Fraud department regarding her online account access issue. We contacted our Fraud department and one of our representatives called Ms*** on April 4, 2017, and left her a voicemail message advising her that she will need to update her online account information and provided the telephone number to call to complete the processOur fraud representative called Ms*** again on April 5, 2017, and advised her that the restrictions were removed and she would be able to create a new profile to access her account online. We made subsequent attempts to reach Ms*** by telephone and by email on April 11, and 12, 2017; unfortunately, we were unable to reach her. However, she responded by email on the same day stating that she was currently out of the country. We believe that Ms***’s issue has been resolved. We regret any inconvenience these issues may have caused Ms***. If we can be of further assistance with these matters, 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, Minnie SExecutive Services Analyst

November 17,
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 November 8, We appreciate your assistance in bringing our customer’s concern to our attention
According to the information provided, Ms*** expressed her dissatisfaction with the level of customer service she received from Sprint while attempting to resolve her device concernsMs*** further expressed her dissatisfaction with Sprint’s inability to provide her with a loaner device while waiting to have her device serviced by the manufacturer, SamsungLastly, Ms*** expressed her concerns with the billing of her Sprint accountMs*** requested that Sprint review these matters; provide her with a loaner device and clarification of her billing statements
Sprint has reviewed Ms***’s complaintWe regret any miscommunication Ms*** may have received with regards to being provided with a loaner device; please be advised that Sprint’s Terms and Conditions of Service does not require the provision of a temporary replacement device while the primary device is actively engaged under care for service, repairs, maintenance, and diagnosis by our local Service and Repair Center location or by the manufacturer
Please note that 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 deviceTEP 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
Ms*** does not subscribe to TEP, if she is experiencing a problem with her device she may visit her local Sprint service and repair center for diagnostic testingAt that time, if it is determined to have a manufacturer’s defect, and is still within the limited one-year manufacturer warranty period, she may send the defective device directly to the manufacturer for repair and/or replacement under the provisions of the manufacturer’s limited one-year warrantyMs*** is responsible for shipping costs and may incur additional costs if the manufacturer determines the device issue is not covered by their manufacturer’s warranty
If the problem with Ms***’s device is not covered under the provisions of the limited one-year manufacturer’s warranty, or the warranty period for the device has expired, or the customer does not want to send the device to the manufacturer, the customer has the following options: if the device has an issue that is deemed repairable by the Sprint service and repair center, she may have the device repaired or replaced at a Sprint service and repair center for a fee of $If the device is not deemed repairable by the Sprint service and repair center, the customer will need to purchase a replacement device
We spoke with Ms*** on November 14, 2016, to discuss her concerns in detail and relayed the aforementioned information to herDuring our conversation, we explained that Sprint does not have a loaner phone program; however, in order to provide an amicable resolution and closure to this matter Sprint agreed to order a replacement Samsung Galaxy Note White device with the waiver of the Service & Repair fee, which will be shipped to her mailing address on file within 2-business days from date of approvalPlease note upon receipt of the replacement device, Ms*** must return the defective device within (15) days to avoid additional equipment charges to her Sprint account
Furthermore, Ms*** advised that she no longer have any concerns with the billing of her Sprint account, and she confirmed that her billing statements reflect the correct monthly recurring chargesMs*** expressed her satisfaction with the information and resolution provided to her
We appreciate Ms*** taking time to provide details of her experience with Sprint Customer CareWe are continually striving to improve the quality of service provided to our customersPlease be assured that we value Ms***’s feedback and will utilize this 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

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