Sprint Corporation

October 18, 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 had two mobile numbers and a tablet on her account, and in May 2016, she ported the mobile numbers to another mobile provider and the account should have been canceled. She further states that she turned in one of her devices for a buyback credit to her account, and she paid the remaining balanceTherefore, she is disputing the $monthly service charges that she stated is reflected on invoices she has been receiving since May 2016. She indicated that she has attempted to resolve this matter with our Customer Care representatives, but the issue has not been resolved. As a result, she is requesting that the balance be corrected and that the account be closed We regret any misunderstanding that may have occurred regarding this matter. We communicated with Ms*** on September 30, 2016, and she stated that she has had a tablet since February 2014, with a two-year lease agreement, and she indicated that the lease has been fulfilled; therefore, she is dissatisfied that she is still being billed a monthly service charge for the tablet. She also indicated that she returned a Samsung device for a $credit to her account and she paid the remaining balance. Based on a review of our account records, we determined that a prepaid device was returned to one of our local sprint stores, and a recycle credit of $is reflected as a payment by retail remitted on May 15, This credit is reflected on her May 25, 2016, invoice. The line of service ending in *** is reflected as a lease, and our records reflect that a Samsung Galaxy S32GB device reflected on the above-referenced line of service, and switched back and forth between the Samsung Galaxy Sand a Samsung Galaxy Tablet 3. We submitted this line to cancel at the end of the billing cycle, October 21, 2016, which will generate a $lease cancelation and $lease device purchase charge. However, a credit equal to the same amount was applied to Ms***’s account effective October 13, 2016, to offset the pending charges. We spoke with Ms*** today and informed her that we do not have the Samsung Galaxy Sdevice; therefore, we sent a return kit to the confirmed address on file to facilitate the return of the equipment at no additional cost. We also applied a $credit to Ms***’s account, effective today, to negate the charges incurred for the line of service ending in *** from May to September 2016, as the result of zero to minimal data usage because the customer states that she had requested that the account be canceled We appreciate Ms***’s taking the time to provide us with the details of her experience 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 inconvenience that Ms*** may have experienced while attempting to resolve her equipment and billing concernsShould there be any additional questions or concerns, she can contact us 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

[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 meWhile my initial problem was not successfully resolved (transferring service carriers on my device), I believe Sprint has done what they could to resolve the issueHowever, the amount of time it took to reach this resolution was unacceptable as it should have taken minutes rather than weeksI hope that they can use this instance and feedback to improve their customer service on future similar service requests
Regards,
*** ***

June 7, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case ***, *** *** Account xxxxx*** Sprint Case
*** To Whom It May Concern: Sprint is in receipt of the above inquiry. We appreciate your assistance in bringing our customers’ concerns to our attention. In the information provided, Ms*** stated that she was informed that after paying off her lease by April 2017, she could keep the device associated to that lease. However, upon fulfilment of the Lease Agreement, she was informed that in order to own the phone an additional $purchase option price would need to be paid. As a result, Ms*** requested that the $be credited without returning the device Effective September 19, 2014, Sprint launched the Sprint Lease program, an option that gives qualified new and existing customers the flexibility to lease select Smartphones and Tablets for a lower monthly cost versus purchasing the device. Lease payment varies by device and a down payment may be required and varies by customer and device. With a lease option, Sprint owns the device. At the end of a lease term, you can purchase the device and own it outright, return it to us, or return it to us and upgrade to the latest device. For further information regarding Sprint Leasing please visit www.sprint.com/leaseUpon activation of service, Ms*** was provided with a clear disclosure of her equipment purchase and all other applicable fees and charges. Furthermore, we were able to locate signed copies of her Lease Agreement which includes a description of the charge in question. Based on our review, we were unable to identify any miscommunication regarding the terms of her plan or other monthly charges on Sprint’s part during the activation of her device. Our records reflect We spoke with Ms*** on May 25, 2017, and provided her the information above. Although we maintain that no credit is due, to bring about an amicable resolution, we applied a one-time $concession credit to her account to offset a portion of her lease agreement for phone number ending in ***As a result of the above credit, the account reflects a balance due of $363.98. Ms*** confirmed understanding and acceptance of our resolution. We regret any inconvenience this matter may have caused Ms***. If she would like to further discuss this matter, she can contact me directly by calling our office toll-free at ###-###-####, extension ***. I am available Monday through Friday, from a.mto p.m., Central Time Sincerely, Beatrice R Executive Services Analyst

December 13, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case *** Sprint Account XXXXX0338, Vanessa H***-W***
Sprint Case *** To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of MsVanessa H***-W***. According to the information provided, MsH***-W*** stated that she experienced issues with one of her devices and was dissatisfied with the color of the replacement Samsung Galaxy SEdge. Further, MsH***-W*** states she continues to experience device issues. Specifically, MsH***-W*** is requesting a free Samsung Galaxy SEdge, her current device balance to be zeroed out, and a check of $to be mailed to her for distress All new Sprint devices and/or Mobile Broadband devices come with a limited one-year manufacturer’s warranty. Sprint customers are also given the option to subscribe to our Total Equipment Protection (TEP) option within the first days of activating a new device. TEP provides Sprint customers with a cost efficient way to protect themselves against loss, damage, and wear and tear to their device that is not covered under the provisions of the limited one-year manufacturer’s warranty MsH***-W*** previously subscribed to Sprint Total Equipment Protection (TEP) on her phone line ending in 6377. Therefore, when subscribed to TEP, if the problem with MsH***-W***’s device is covered under the Equipment Service & Repair Program (ESRP) portion of TEP, her device will be repaired or replaced at no charge at a Sprint service and repair center for the first two visits. MsH***-W*** will be charged $for each subsequent visit to a Sprint service and repair center, if her device requires repair or replacement within a rolling 12-month period If the problem with MsH***-W***’s device is covered under the Equipment Replacement Program (ERP) insurance portion of TEP, she may contact Asurion, the program administrator, to file a claim. A $up to a $deductible, depending on the device model, is required at claim approval. Further details regarding TEP and the coverage’s under ESRP and ERP may be found at www.sprint.com/tep Effective November 30, 2017, MsH***-W*** canceled the TEP option. Therefore, if MsH***-W*** is currently experiencing issues with her equipment, she should take that device to one of our authorized service and repair centers for diagnostic testing. At that time, one of our Service and Repair technicians will determine if the phone is eligible for repair or exchange. There is a $fee for each repair and up to a $fee for each exchange. Replacement equipment may be remanufactured and equipment can be the same or a comparable model with similar features as the original device and some devices may not be eligible for in-store service. MsH***-W*** also has the option to send her device directly to the manufacturer, if it is still within the limited one-year manufacturer warranty period, and it has been determined that their device has a manufacturers defect. However, she would be 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 device is not deemed repairable by the Sprint service and repair center, the customer will need to purchase a replacement device We spoke with MsH***-W*** on December 12, 2017, and advised her of the above-referenced information and options. Further, we expressed our regret her reported service experience and MsH***-W*** taking time to provide details of her experience. Please be assured that we value her feedback and input We regret any inconvenience this matter may have caused. If MsH***-W*** requires additional assistance, I can be reached by calling the Executive & Regulatory Services department toll-free at 1-844-282-ext***. I am available Monday through Friday from 9:a.mto 5:p.m., Central Time Sincerely, Jaclyn KExecutive 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,
*** ***

April 27,
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 17, We appreciate your assistance in bringing our customer’s concern to our attention
According to Ms***’s follfiling, she expressed her dissatisfaction with our previous response providedMs*** stated that her account was credited $for the return of her iPhone Plus Gold 16GB device, and Sprint later reversed a portion of the credit since it was more than the required credit she should have receivedMs*** has indicated that Sprint should be responsible for any amount of over credit issued for the returned deviceMs*** requested that Sprint review this matter and adjust her account accordingly
Sprint has reviewed Ms***’s complaintAs stated in our initial response, our records reflect that Ms*** activated an iPhone Plus Gold 16GB device via Sprint’s Leasing program on February 7, Please 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
After further review of our records, Sprint confirmed that Ms*** participated in Sprint’s past promotional offer which allowed qualified customers with a 24-Month lease the option to participate in Sprint’s Early Upgrade with Giveback programBased on our review, Ms*** initiated an early upgrade for equipment associated with phone number ending in *** on December 12, 2016, and elected to participate in Sprint's Giveback promotion rather than pay the remaining unbilled Lease charges per the terms of her respective Lease AgreementIn consideration of Ms***’s traof her iPhone Plus Gold 16GB device a $credit was applied to her account on December 12, Please note that the tradevices once credited receive no further credits for the return of the deviceDue to an inadvertent error, Sprint applied an additional credit of $to Ms***’s account for the returned iPhone Plus Gold 16GB device associated with phone number ending in ***As a result, Ms*** received credits totaling $541.48, which resulted in $in credits more than she was suppose to receive for the return of the iPhone Plus Gold 16GB device
We spoke with Ms*** on April 10, 2017, to discuss her concern in detail and relayed the aforementioned information to herIn effort to provide an amicable resolution and closure for this matter we offered a one time courtesy adjustment of $to offset the late fees as reflected on the February and March billing statementsHowever, Ms*** did not confirm acceptance of our offer
Upon receipt of Ms***’s follfiling, we attempted to contact her via phone and email on April 18, 19, and of 2017, and mailed a letter to the address on file on April 20, 2017, advising her of our receipt of her complaint and our need to speak with her directlyUnfortunately, we have not received a return call from Ms***In an effort to provide closure for this matter, Sprint has applied a one-time courtesy adjustment of $to her account to offset the reversal credit of $as indicated on the February billing statementThis credit will reflect on the May billing statementShould Ms*** have any questions/and or concerns with the resolution discussed herein, we encourage her to contact the undersigned directly at the phone number noted below at her earliest convenience
We appreciate Ms*** taking time to provide details of her experience with Sprint’s Customer Care departmentWe 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 ###-###-#### ext***I am available Monday through Friday between 8:a.mand 4:p.m., Central Time
Sincerely,
David H
Executive 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

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

May 3, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File ***, *** *** Sprint Account xxxxx*** Sprint Case *** To Whom It
May Concern: Sprint is in receipt of the above-referenced complaint of *** ***. We appreciate your assistance in bringing our customers’ concerns to our attention According to the information provided, Ms*** stated that she purchased and subsequently returned equipment during Sprint’s Satisfaction Guarantee return period. Ms*** expressed her dissatisfaction with not being provided a full refund for the amount paid at the point of sale after returning the devices during Sprint’s Satisfaction Guarantee period. Additionally, Ms*** expressed her desire to receive her previous wireless service provider devices back, which were tradat the time of activationMs*** requested that Sprint review these matter and address her concerns accordingly 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 equipment. You can return your equipment to the point of sale within that time period for a full refund. Sprint assesses a $restocking fee for returns and exchanges. If your service plan required a service agreement, no termination fee is charged when you cancel within days of activation. Additionally, we will refund any activation fees within three days of activation. You are responsible for all prorated monthly service charges, access and airtime charges, and the related taxes, surcharges and fees accrued on your account through the deactivation date. Please also note that premium content charges, overage minute charges, roaming charges, and applicable long distance and/or International charges will be billed on your final invoice. This policy may not reflect the additional return policies of our authorized 3rd-party dealers or retailers. Further information regarding our Return Policy can be viewed on our website at www.sprint.com/returns We verified that Ms*** cancelled her Sprint account and returned the devices within Sprint’s Satisfaction Guarantee return period. She made a payment at the point of sale and was provided a partial refund back to her credit card on March 20, Based on this information, an additional refund was processed for the remaining amount she paid to Ms***’ card on file on May 2, 2017. We have attempted to reach Ms*** on April 24, 25, May 2, and 5, to discuss her previous carriers’ devices, but have been unable to reach herWe look forward to speaking with Ms*** and encourage her to contact us regarding any concerns she may continue to have with her accountMs*** should be advised that in order to discuss the details of her account, she must be able to authenticate her account. As a result, we want to advise Ms*** to have her PIN and security information available when she contacts us We regret any inconvenience that this matter may have caused Ms***. If I can be of further assistance, she can reach me at the Executive & Regulatory Services department toll-free at ###-###-####, extension ***. I am available Monday through Friday, between 7:a.mand 3:p.m., Central Time Sincerely, John CExecutive Services Analyst

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards,
*** ** ***

July 24, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Complaint *** Account XXXXX***, *** *** Case *** To Whom It May Concern: Sprint
is in receipt of the above-referenced inquiry. We appreciate your assistance in bringing Mr***’s concerns to our attention According to the information provided, Mr*** stated that he was to receive a $promotional prepaid card for purchasing his device; however, he has not received it. Mr*** further stated that he was to receive a $credit and is disputing a $charge reflected on his invoice. As stated in our previous Phone on Us promotion, customers who added a new line of service and purchased an LG Tribute HD or LG Tribute with a 24-month installment agreement, will receive it free with a Visa prepaid card equal to the amount of suggested retail price ($120). The customer had to complete the online registration within days of activation and the line must remain active for days. After the day activation period, the customer will receive a $Visa prepaid card within three to four weeks On July 24, 2017, we contacted Mr*** to discuss his concerns in detail. At that time, we confirmed that we processed the $prepaid Visa card to be mailed to Mr***. Additionally, Mr***’s account records reflect that he received a credit of $on July 8, 2017, for the disputed Reconnect Fee assessed. We also applied a credit of $for the late fee included on the invoice dated July 1, During our conversation with Mr***, we explained that our records indicate that third-party content was subscribed to and purchased through Wonder Games application on his phone number ending *** on June 3, 2017. Although we consider the charges valid, to resolve the matter, Mr***’s account was credited $for the disputed amount. In addition, we unsubscribed the above-mentioned phone number from the disputed third-party provider. Mr*** acknowledged the information and resolution that was relayed to him We appreciate Mr*** taking the time to provide us with the details of his experience with Sprint. 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 have been forwarded to the appropriate managerial staff for further review We regret any inconvenience this matter may have caused. If additional assistance is required, Mr*** can contact me by calling the Executive & Regulatory Services department toll-free at ###-###-####, extension ***. I am available Monday through Friday between 8:a.mand 4:p.m., Central Time Sincerely, Susan FExecutive Services Analyst

November 9, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Complaint ***, Diana *** Sprint Account XXXXX Sprint Case ***
To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of MsDiana ***. We appreciate your assistance in bringing our customers’ concerns to out attention. In the information provided, Ms*** expressed her dissatisfaction with her equipment having been financed with lease agreements instead of installment billing purchase agreements as she intended when she established services with Sprint in July 2017, making her ineligible for the Buy-One-Get-One (BOGO) offer in effect at that timeShe requested that we update our records to reflect that she purchased her equipment instead of leased it so that she can own it outright We regret any possible misunderstanding that may have occurred regarding the financing of Ms***’s Sprint equipment. However, during the retail transaction when Ms*** selected and activated her devices, we provided a clear disclosure of her monthly service and equipment charges and all other applicable fees and chargesWe confirmed that she signed the Lease Agreements for her equipment, which includes a description of the charges in questionBased on our review, we are unable to identify any error on the part of Sprint regarding the terms of her accepted device lease agreements During our November 8, 2017, conversation with Ms***, we explained the above-noted information. Further, we advised that, upon the satisfaction of her equipment lease agreements in December 2017, she will have the option to return the devices to us or to pay the Device Purchase Option price for those devices and own them outrightWe also explained that she was participating in a Lease-One-Get-One (LOGO) promotion, not a BOGO promotion and that her billing has been correct. Ms*** indicated her understanding of the information provided We regret any inconvenience this matter may have caused Ms***. If we can be of any further assistance with this concern, we invite her to contact me directly by calling our Executive & Regulatory Services department toll-free at 1-844-282-8211, ext***. I am available Monday through Friday between a.mand p.m., Central Time Sincerely, Sean Jones 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, *** ***

Tell us why here...June 14,
Kansas City Revdex.com
Ward Pkwy, Suite
Kansas City, MO
Re: Revdex.com Case *** *** ***
Sprint Account xxxxx***
Sprint Case ***
To Whom It May Concern:
Sprint is in receipt of the
above-referenced complaint of Mr*** *** submitted on May 23, We appreciate your assistance in bringing our customer’s concern to our attention
Mr***’s filing expressed his dissatisfaction with the balance reflected on his accountMr*** stated he filed for Chapter bankruptcy in March 2016, and he continues to receive letters from collection agencies regarding the balance on his accountMr*** requested that Sprint address his concern and remove any negative reporting
According to our records, on May 3, 2015, Mr*** activated phone line ending in *** via the Sprint’s Monthly Installment billingOn April 20, 2016, Sprint received Mr***’s bankruptcy protection filed in March However, phone line ending in *** remained activeOn March 13, 2017, Sprint terminated Mr***’s account due to non-payment with a balance of $
We contacted Mr*** on June 12, 2017, and offered him a credit of $to offset the monthly installment charges reflected on the September through March billing statementsPlease note that Mr***’s account is closed with a zero balance
We regret any inconvenience this may have caused Mr***If Mr*** would like to further discuss this matter, he can contact the Executive and Regulatory Services Department toll free at ###-###-#### ext***I am available Monday through Friday, from a.mto p.m., Eastern Time
Sincerely,
Cheryl S
Executive & Regulatory Analyst

May 24,
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 *** *** submitted on May 9, We appreciate your assistance in bringing our customers’ concerns to our attention
According to the information provided, Mr*** stated that he was offered the Unlimited Freedom plan upon accessing his MySprint.com accountThereafter, he contacted our Customer Care group in regard to the promotional offer; however, Mr*** was unsuccessful in obtaining the promotional offer for his accountMr*** requested that Sprint review this matter and apply the promotional discount to his account
We spoke with Mr*** on May 9, 2017, and informed him the promotional Unlimited Freedom plan w/$discount per line/per month upon enrollment Sprint’s Automatic Payment program when adding a new account with at least one poline of serviceUnfortunately, Mr*** is ineligible to receive the promotional offerHowever, due to any miscommunication and since we value Mr***’s business, Sprint has agreed to apply a one-time adjustment of $to offset a portion of the monthly recurring charges
We followed up with Mr*** on May 23, 2017, and relayed the aforementioned information to himMr*** has expressed his satisfaction in Sprint’s effort to address his concernWe appreciate Mr*** for taking the time to provide us with his experiences with Sprint’s Customer Care groupWe are continually striving to improve the quality of service provided to our customersPlease be assured that we value Mr***’s feedback and will utilize this input to improve our training and processes
We regret any inconvenience this matter may have caused Mr***If we can be of further assistance with this issue, Mr*** can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext***I am available Monday through Friday between a.mand p.m., Eastern Time
Sincerely,
/s/ Romualdo F
Romualdo F
Executive Services Analyst
Sincerely,

May 16, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case ***, *** *** *** Sprint Account XXXXX*** Sprint Case ***
To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of Ms*** *** ***. We appreciate your assistance in bringing our customers concerns to our attention. According to the information provided, Ms*** stated that she called Telesales several times to upgrade her device but was unable to complete the transactionShe states that she was told someone would call her back, but she did not received a call. Ms*** is requesting that we allow her to upgrade her device We spoke with Ms*** on May 15, 2017, at which time we confirmed that she upgraded her device on May 13, Ms*** advised that her complaint is resolved. We regret any frustration this matter may have causedIf we can be of further assistance, Ms*** can contact me by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####, ext***. I am available Monday through Friday between 7:a.mand 5:p.m., Central Standard Time Sincerely, Leland *** *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:
Sprint representatives continue to respond with irrelevant information pertaining to my complaintThis is not a complaint about a “position” Sprint has takenThis complaint is about Sprint putting a carrier policy lock on my devices that indicates there is a balance owed to Sprint for the deviceThis was explained to me by Apple (the phone’s manufacturer)I am basing my complaint on the fact that the devices were purchased at full retail price through the manufacturer, Apple and Sprint is falsely reporting that there is a balance owed to Sprint for these devicesPolicy locks are not intended to be used for this purpose and the only reason Sprint did this was so that I could not use these devices on a competing carrierWhen I did find out that the devices had a Sprint policy lock on them, I requested it be removed and Sprint failed to do so in the time required by the FCCSprint’s copy and paste responses are completely irrelevant to my Revdex.com complaints.
Regards,
*** ***

July 2017 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 complaint filed by Ms*** *** on behalf of account holder *** *** ***. We appreciate the opportunity to address their account concerns According to the information provided, Ms*** states that she established service with Sprint, however, later cancelled her account due to erroneous international calls billed to her accountAs a result, she is requesting Sprint credit the disputed international calls and remove the account from collections We attempted to reach Ms*** to discuss her concerns in detail on July 20, 21, 24, and 26, 2017, by phone and email, without success. We also mailed a letter to her home address confirming receipt of her inquiry and alerting her of our need to speak with her. Unfortunately, Ms*** has not responded to us. Sprint is committed to protecting the privacy of our customers. In accordance with that commitment, we take measures to verify that callers are authorized to discuss and/or make changes to an account. Specifically, we require that each account has a PIN and that the PIN is verified by the account holder 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, Ms*** can contact us at the number provided below at her earliest convenience to complete the authentication of her account, so that we can fully address and resolve the concerns brought to our attention via your office Upon initial review of this matter, we confirmed that wireless account xxxxx*** was established for Mr*** *** *** for three wireless lines in May 2016, and that he ported all three numbers to another service provider on April 19, 2017. Our records do not reflect any billing for the international calls that Ms*** is disputing The disputed balance on his account represents the monthly service charges and lease cancellation and accelerated charges incurred when Mr*** ported his number to another service provider in April These are valid charges and payable to SprintIn order to address Ms***’s and Mr***’s international billing dispute, it will be necessary that we speak with them. The telecommunications industry is extremely competitive and we realize that the quality of products and the level of customer service we provide will define our success. Mr*** and Ms***’s feedback is invaluable and our hope is that they will allow us the opportunity to rebuild their faith in Sprint. We regret any inconvenience that Ms*** and Mr*** may have experienced as a result of this matter and look forward to speaking with him to address his concerns. I can be reached by calling the Executive & Regulatory Services department toll-free at ###-###-####, extension ***. I am available Monday through Friday from a.mto p.m., Central Time. Sincerely, Sean JExecutive Services Analyst

June 8, 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 Mr*** ***. We appreciate your assistance in bringing our customers’ concerns to our attention. In his inquiry, Mr*** expressed his dissatisfaction with our declining to unlock his Sprint-branded device for use with another service carrier. Mr*** requested that we credit his balance due in full. We regret any possible misunderstanding that may have occurred related to the unlocking of Mr***’s referenced equipment. “Unlocking” is a general term that refers to one or more types of device unlocking. MSL unlocking refers to providing an MSL code in order to disable software that sets device parameters and prevents a device from activation on a different network. Unlocking also refers to enabling the SIM slot of a device to allow the insertion of another carrier’s SIM card (either domestic or international). Unlocking a device will not necessarily make that device interoperable with another carrier’s network. In other words, a device designed for one network is not made technologically compatible with another network merely by unlocking it. Additionally, unlocking a device may enable some functionality of the device but not all (e.g., an unlocked device may support voice services but not data services when activated on a different network)Additional information about unlocking may be found at www.sprint.com/unlock. Sprint will unlock a device under the following circumstances: Any associated Service Agreement, Installment Billing Agreement, or Lease Agreement has been fulfilled including payment in full of any applicable early termination fees or end-of-lease/installment billing purchase options; The associated account is in good standing; The device has not been reported as lost or stolen, associated with fraudulent activity, or otherwise flagged as ineligible to be unlocked; and The device has been in use on our network for a minimum of days During our conversation with Mr***, we provided the information above. We also explained that we confirmed the eligibility of his device to be unlocked and took actions to ensure that it was done on June 6, Mr*** acknowledged that information but advised of his dissatisfaction with the length of time taken to accomplish that action after he satisfied his financial obligation by paying his Early Termination Fee and with being referred to one of our retail stores for assistance. He also stated that he received a bill for $although his account reflected a zero balance when he reviewed it online. We advised him that the $remaining balance represents unpaid taxes and surcharges reflected on his June invoice. As a courtesy, we credited the referenced balance on June 5, 2017, and assured Mr*** that his Sprint account is now in closed status with a zero balance. We don’t have record that he was billed a final monthly service charge. We respectfully decline Mr***’s request. We appreciate Mr***’s taking time to provide details of his experiences with our retail and Customer Care representatives. We are continually striving to improve the quality of service provided to our customers. Please be assured that we value customer feedback and will utilize this input to improve our training and processes. We regret any inconvenience these issues may have caused Mr***, as well as the loss of his business. However, we are pleased that we were able to address his concerns to his satisfaction. 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 ###-###-####, ext***. I am available Monday through Friday between 7:a.mand 3:p.m., Central Time Sincerely, Minnie SExecutive 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