Sprint Corporation

April 28, 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’ supplemental concerns to our attention. Based on the information received, Ms*** stated she did not receive any calls or correspondence from Sprint in response to her inquiryShe stated that she did not see the emails that were sent to her until after our previous response. In Ms***’s original complaint, she stated that on September 29, 2016, she placed an order for an iPhone in accordance with a promotional offer to upgrade to the iPhone free when you trade in a qualifying phone. She stated that the devices were only available online and that she was advised that she could still take advantage of the offer. She stated that she received the new phone and activated it on October 25, 2016. She stated that she returned her previous iPhone 6S as required for the promotion and the tracking number indicates it was received by Sprint on November 15, 2017. She stated that the details of the promotion indicated that it can take up to three billing cycles for the credit to be applied, and when that did not occur, she contacted us and was advised that she would receive a credit adjustment for the previous months and that the recurring credit should appear on her next invoice. She stated that she received the credit adjustment however, to date; she is still not receiving the monthly lease credit. She stated that the last time she spoke to a representative, she was offered an account credit for the remainder of the lease payments owed on the lease agreement. She stated that she declined this offer because of the insurance she gets through her bank, which requires that her cell phone bill must be withdrawn from her bank account for them to provide coverage for her devices. In addition, she stated that after adding a new line of service, she is being charged an access fee for that line which is not being waived as it is on the other three lines. She is requesting a resolution to these issues 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 information. In 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 Our records reflect that the above-referenced promotion had expired when Ms*** purchased the device. In addition, we have determined that an access fee waiver was added on April 5, 2017, for the number ending ***. Please be advised that it may take up to three billing cycles for the waiver to take effect We spoke to Ms*** on April 25, 2017, and provided her with the above-referenced information. In an effort to reach an amicable resolution, we offered to apply a monthly credit for the device ending in ***, for the remainder of the lease agreement. We advised her that a credit in the amount of $will be applied within a week after her monthly bill prints. In addition, a credit in the amount of $was applied to Ms*** account, which is equal to three months of the lease payments that Ms*** had not been reimbursed for. Ms*** stated that she considers the issue resolved to her satisfactionWe regret any inconvenience these matters may have caused. If we can be of further assistance, we can be reached at the 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

September 26, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File ***, *** *** Sprint Account XXXXX*** Sprint Case *** To Whom It
May Concern: Sprint is in receipt of the inquiry filed by Mr*** ***. We appreciate your assistance in bringing our customers’ concerns to our attention. According to the information provided in Ms***’s inquiry, she states that both of her Samsung devices that she is making monthly lease payments for, have experienced problems, and she does not subscribe to the Total Equipment Protection (TEP). Therefore, our representative advised her that she is responsible for the repair/replacement charges for each deviceShe is requesting that we replace one of her Samsung Galaxy Sat no charge, and credit her account for the time that she was unable to utilize her phone. The other billing issues mentioned in her inquiry, have been resolved, and do not need to be addressed again. 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 on their phone line. 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. Because Ms*** does not subscribe to TEP, if she is experiencing a problem with her device, she may visit a local Sprint service and repair center for diagnostic testing. At 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 warranty. Ms*** 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 $75. If the device is not deemed repairable by the Sprint service and repair center, the customer will need to purchase a replacement device. Our records reflect that we confirmed a manufacturer’s defect on one of the Samsung Galaxy Sunits and a replacement was ordered on September 20, 2016. We confirmed that she activated this phone on September 22, 2016. We applied a $credit to Ms***’s account for the period of time that she experienced phone problems We appreciate Ms*** for taking time to provide details of her experience with our 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 Ms*** may have experienced as a result of this matter. If she needs further assistance, she can reach me toll-free at ###-###-####, ext***. I am available Monday, Tuesday, Thursday, and Friday from 7:a.mto 5:p.m., Central Time Sincerely, Michal MExecutive Services Analyst

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

In his filing, Mr*** expressed his dissatisfaction with Sprint’s increasing the price of his Unlimited pricing from $to $per monthMr*** asks that we address his concerns
Upon researching Mr***’s account, our records indicate that he activated his line of service
ending in on October 14, Our records also indicate that on December 20, 2014, Mr*** purchased a iPhone device for the aforementioned phone number, via Installment BillingMr*** selected the $Unlimited Plan at that timePer the terms and conditions of service Mr*** agreed to at the point of sale Sprint “may change any part of the Agreement at any time, including, but not limited to, rates, charges, how we calculate charges, discounts, coverage, technologies used to provide services, or your terms of Service.” Please note, in January 2016, Mr*** received bill invoice notice from Sprint advising that effective in his February bill, the monthly recurring charge for the $Unlimited Plan will increase to $per line, per month
Sprint notes that this price increase allows us to continue offering the benefits of unlimited plans while giving us the ability to further invest in our new LTE Plus network which has been clocking blazing speeds nationwideWe remain committed to our customers by delivering unlimited plans and high-speed wireless connections at an affordable cost that sets us apart from other wireless providersOur unlimited plan is still the best value among all national carriers
The New $Unlimited plan continues to provide Unlimited talk and textThe new plan now offers 3GB of Mobile Hotspot, which allows you to connect tablets, laptops, and any other supporting devices to Sprint’s high-speed data network while on the goIn addition, the new plan provides Sprint Global Roaming and Unlimited International Texting
We spoke with Mr*** on February 25, 2016, via email and he expressed his interest in continuing service with SprintIn an effort to resolve this matter, we agreed to apply a courtesy adjustment of $to the account to offset the price difference for eleven months of service
Mr*** confirmed that he is satisfied with the resolution and has no further issuesWe apologize for any inconvenience this matter may have caused Mr***If we can be of further assistance, Mr*** can contact our office toll free at ###-###-#### Ext***I am available Monday through Friday, from 7:a.mto 4:p.m., Eastern Time

September 7,
Revdex.com Serving Greater Kansas City
Ward Parkway
Kansas City, MO
***
Re: Revdex.com File # ***, *** ***
Sprint Account: XXXXX***
Sprint Case # ***
To Whom It May Concern,
Sprint is in receipt of the above-referenced complaint of Ms*** *** submitted on August 22, We appreciate your assistance in bringing our customer’s concern to our attention
According to the information provided, Ms*** expressed her dissatisfaction with the inability to receive a refund after she terminated services with Sprint and the level of customer service received, while attempting to resolve her concernsAccording to Ms*** she terminated her service within the allotted time frame due to coverage issues at her home address and was promised a refundHowever, Ms*** stated that her account was not terminated as requested and she continued to receive a bill for equipment and servicesMs*** requested that Sprint review these matters and provide her with a refund for all monies paid towards her account accordingly
Sprint has reviewed Ms***’s complaintAccording to our records, Ms*** ported in phone number ending in *** on June 9, 2016, via Sprint leasing programPlease note effective September 19, 2014, Sprint launched the Sprint Lease program, an industry-first option that gives qualified new and existing customers the flexibility to lease select Smartphones and Tablets for a lower monthly cost versus purchasing the deviceLease payment varies by device and a down payment may be required and varies by customer and deviceWith a lease option, Sprint owns the deviceAt the end of a lease term, you can purchase the device and own it outright, return it to us, or return it to us and upgrade to the latest deviceFor further information regarding Sprint Leasing please visit ***
Our records reflect that Ms***’s address is within Sprint’s “Good” coverageWe regret that Ms*** experience with service in her local service area fell short of her expectationsWe constantly monitor our network for service and capacity-related issues, and work diligently to address any issues we identify or are brought to our attention by our customersOur research into this matter determined that our network serving the area near Ms***’s address was operating within parameters during the time she stated that she experienced poor serviceWe are continually seeking ways to improve the quality of service provided to our customers with our ongoing commitment to improve coverage
Please note, as stated in our Terms and Conditions of Service which can be viewed at www.sprint.com, coverage and quality of wireless services and data speeds may be affected by conditions beyond our controlWireless services cannot be regularly transmitted through concrete structures such as buildings, basements, walls, and various other structuresAs a result, customers may experience difficulty making or receiving calls when indoorsIn addition, data coverage is not available everywhere and service speeds are not guaranteedService speeds may depend on the service purchased and actual speeds will varyEstimating wireless coverage, signal strength, and service speed is not an exact scienceThere are gaps in coverage within our estimated coverage areas that, along with other factors both within and beyond our control which may result in dropped and blocked connections, slower service speeds, or otherwise impact the quality of service
Further research on the account reflects Ms***’s account was terminated on July 15, 2016, and we confirmed the equipment associated with phone number ending in *** was returned to the point of sale on June 13, As such the account was adjusted to offset the disputed charges, leaving the account closed with a credit balance of $Therefore a refund check for $was mailed to the address on file
Please note to further investigate Ms***’s account concerns, we engaged the retail stores management team for further assistance; as a result Ms*** will receive two additional refund checks one for $and one for $42.79, totaling $We ask that Ms*** allow up to days to receive the refund check from date of approval
We spoke with Ms*** on September 6, 2016, and relayed the aforementioned information to herMs*** expressed her satisfaction with the resolution providedWe regret any inconvenience this matter may have caused Ms***We appreciate Ms*** taking the time to provide us with the details of her experience with our Customer Care group and our third party retailersWe are continually striving to improve the quality of service provided to our customersPlease be assured that we value customer feedback and that your concerns will be forwarded to the appropriate managerial staff for further review
If we can be of further assistance with this issue, Ms*** can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext***I am available Monday through Friday between 9:a.mand 6:p.m., Eastern Time
Sincerely,
Tracey S***
Executive & Regulatory Services

January 21,
*** ***
Revdex.com
Ward Parkway, Suite
Kansas City, MO
Re: Revdex.com Inquiry ***, *** ***
Sprint Case ***
Dear Ms***:
We appreciate your assistance in bringing our Ms***’s account concern to our attentionWe apologize
for any inconvenience that she may have experienced in this matterIn the information provided, Ms*** states that she purchased an iPhone 5c device from an individual and expressed her dissatisfaction that she was unable to get the device unlocked for activation on another network
Unlocking a device is a general term that refers to one or more types of device unlockingMSL unlocking refers to providing a MSL code in order to disable software that sets device parameters and prevents the device from activation on a different networkUnlocking also refers to enabling the SIM slot of your device to allow you to insert another carrier’s SIM card (either domestically or internationally.) Unlocking a device will not necessarily make a device interoperable with another carrier’s networkIn other words, a device designed for one network is not made technologically compatible with another network merely by unlocking itAdditionally, 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
- The person requesting the device unlock is an authenticated current/former Sprint customer or an individual owner who can provide proper account verification
Our attempts to reach Ms*** by phone to discuss her concerns were unsuccessful; however, she did respond via emailWe advised her that her iPhone 5c does meet the aforementioned unlock criteria and confirmed that that the device is now unlocked
We regret any inconvenience this matter may have causedIf Ms*** has any further questions, I can be contacted via Sprint’s Executive & Regulatory Services department toll-free at ###-###-####, ext***, Monday through Friday between 10:a.mand 6:p.m., Central Time
Sincerely,
Patricia S
Executive Services Analyst

March 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 complaint of Mr*** ***. We appreciate your assistance in bringing our customers’ concerns to our attention According to the information provided, Mr*** states that he returned his device and canceled his service within Sprint’s Satisfaction Guarantee time frame. As a result, he is requesting that Sprint refund the monies paid on his account, credit all charges billed and release his wireless number (xxx) xxx-*** 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 productsIf a customer is not completely satisfied with their product, they can return the device to the original place of purchase and call us to deactivate within days of activation (day of the days starts when the device is activated) and Sprint will refund the device purchase price (as long as the device is complete and undamaged) and waive the Early Termination Fee (ETF) (as long as the device is returned). We confirmed that Mr*** activated service for account xxxxx*** on February 19, 2017. Our records reflect that his account xxxxx*** was canceled on March 3, 2017, via a port out request for his wireless number (xxx) xxx- ***We spoke with Mr*** on March 16, 2017, at which time, we addressed his account concerns. Per the terms of our 14-day promotional SSG policy, Sprint applied credits to Mr***’s account to offset the disputed service charges incurredThese credits will be reflected on Mr***’s March 2017, billing statementAs a result, his account has been finalized and we processed a refund for $on March 16, 2017, back to his credit card ending ***. Mr*** should allow five days for receipt. Mr*** expressed his satisfaction with this resolution and our handling of the matter If we may be of further assistance with this concern, Mr*** can contact me by calling the Executive & Regulatory Services department toll-free at ###-###-####, ext***. I am available Monday through Friday between 7:a.mand 4:p.m., Central Time Sincerely, Sean *** Executive Services Analyst

March 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 March 14, 2017. We appreciate your assistance in bringing our customers’ concerns to our attention. According to the information provided, Ms*** states that she had an unfavorable customer service experience while attempting to resolve her billing concerns. Ms*** further stated that she was offered a promotional monthly lease rate of $per month for an upgrade device. However, Ms*** has been unsuccessful in obtaining the promotional offer for her account. Therefore, Ms*** requested that Sprint review these matters and honor the above promotions 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 information. With respect, we would note that any invoice balance estimate provided by Sprint would not constitute a promise of future invoice balances. Changes to taxes, service plan selections including the addition of a device Lease or Installment billing option, additional purchases or subscriptions, would inherently result in invoice balance changes We regret any misunderstanding that may have occurred regarding Ms***’ requested equipment offer. We spoke with Ms*** on March 22, 2017, and she informed Sprint that her issue has been resolved by our Customer Care group and is working on obtaining an upgraded device. Ms*** has expressed her satisfaction in Sprint’s effort to resolve her complaint We appreciate Ms*** for taking the time to provide us with her experiences with Sprint’s Customer Care group. We are continually striving to improve the quality of service provided to our customers. Please be assured that we value Ms***’ feedback and will utilize this input to improve our training and processes We regret any inconvenience this matter may have caused Ms***. If Ms*** has any additional concerns related to this issue, she can contact me directly 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, Romualdo F Executive Services Analyst

March 28, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case ***, *** *** Sprint Account xxxxx*** Sprint Case *** To Whom It May Concern:
Sprint is in receipt of the above-referenced inquiry of Ms*** ***We appreciate your assistance in bringing our customers’ concerns to our attention In her inquiry, Ms*** expressed dissatisfaction with the level of customer service that she received while trying to resolve a billing issue. Ms*** said when she upgraded her device, and took advantage of the buy one get one free ongoing promotion, she was not aware that when she paid her device off early, it will cancel out the free deviceAs a result, she is requesting that we credit the remaining balance on the free device Our records reflect that on September 2, 2016, Ms*** upgraded her line, and added the second line with the free deviceOn February 24, 2017, she paid off her the remaining balance on her line ###-###-####This voided the free device offer on the second line, and the monthly installment charge of $was applied During our March 16, 2017, conversation with Ms***, the information outlined above was explained to her. To demonstrate our commitment to excellence, we offered to adjust the remaining balance on the free device of $487.45, plus $monthly installment, which Ms*** accepted to retain her service with Sprint We appreciate Ms*** for taking the time to provide us with 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 inconvenience this matter may have caused, and are happy that we were able to resolve Ms***’s issueIf we can be of further assistance with this matter, Ms*** can contact me by calling Sprint’s Executive & Regulatory Services department toll- free at ###-###-####, ext***, Monday Tuesday, Thursday and Friday, between 7:a.mand 5:p.m., Central Time. Sincerely, Shola AExecutive Services Analyst

December 28, Revdex.com Serving Greater Kansas City Ward Parkway Kansas City, MO Re: File # ***, ***
*** Sprint Account # XXXXXX*** Sprint Case # *** To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of *** ***. This complaint was submitted to Sprint on December 13, 2016. We appreciate your assistance in bringing our customer’s concerns to our attention Mr***’s filing expressed his dissatisfaction with Sprint’s equipment replacement process. Mr*** further expressed his dissatisfaction with the level of customer service he received from Sprint while addressing his equipment concernsMr*** requested that Sprint review this matter and provide him with a working device Sprint has reviewed Mr***’s complaintPlease note that 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 Mr*** subscribes to Sprint Total Equipment Protection (TEP) on his phone line ending in ***. Therefore, if the problem with Mr***’s device is covered under the Equipment Service & Repair Program (ESRP) portion of TEP, his device will be repaired or replaced at no charge at a Sprint service and repair center for the first two visits. Mr*** will be charged $for each subsequent visit to a Sprint service and repair center, if his device requires repair or replacement within a rolling 12-month period If the problem with Mr***’s device is covered under the Equipment Replacement Program (ERP) insurance portion of TEP, he 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 We spoke with Mr*** on December 27, 2016, to discuss his concernsDuring that call, he stated he is currently resolving this matter with Asurion. To provide closure for this matter, we applied a $courtesy credit to Mr***’s accountMr*** expressed his satisfaction with the resolution provided We appreciate Mr*** taking time to provide details of his experience with SprintWe 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 We regret any inconvenience this matter may have caused Mr***If Mr*** would like to further discuss this matter, he can contact me by calling the Executive & Regulatory Services department toll free at ###-###-####, extension ***. I am available Monday through Friday, from 8:a.mto 4:p.m., Eastern Time Sincerely, /s/ Taheera L Taheera LExecutive Service Analyst

November 9, Revdex.com Serving Greater Kansas City Ward Parkway Kansas City, MO Re: *** ***
Revdex.com File # *** Sprint Account # XXXXXX*** Sprint Case # *** To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of *** ***. This complaint was served to Sprint on October 18, 2016. We appreciate your assistance in bringing our customer’s concerns to our attention Ms***’ filing expressed her dissatisfaction with being required to visit a local Sprint Retail Store location to return and replace her Samsung Galaxy Note device; due to the recent recall by the manufacturer, Samsung. Ms*** stated the closest Sprint Retail Store location is two hours away from her physical location. Ms*** requested that Sprint review this matter and allow her the ability to return the above-referenced device. She also requested a $refund for the down payment and Installment Billing charges she has paid toward the cost of the above-referenced device Sprint has reviewed Ms***’ complaintWe spoke with Ms*** on November 7, 2016, with regards to her equipment concerns. During that call, Ms*** stated that she has already replaced the device with a Samsung Galaxy Note Edge deviceMs*** further stated she would like the ability to return the Samsung Galaxy Note device; however, she is unable to travel two hours to process the return associated with the above deviceIn order to resolve Ms***’ device concerns, Sprint agreed to mail a return kit to her billing address on file to facilitate the return of the Samsung Galaxy Note device. Ms*** stated she wanted to ensure that the packaging for the return of the device meets the required safety standardsMs*** further stated she will utilize the original return kit that Sprint sent her for return of the device. During October 2016, a total credit in the amount of $was applied to Ms*** account for this matter We apologize for any inconvenience this matter may have caused Ms***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 8:a.mto 4:p.m., Eastern Time Sincerely, /s/ *** L *** LExecutive & Regulatory Service

May 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 inquiry filed with your office by Mr*** ***. We appreciate the opportunity to address his concerns. Based on the information provided, Mr*** states that he was offered a Buy One Get One (BOGO) on two iPhone devices. He advises that he is not received the monthly credit to offset the cost of one of the iPhones. Therefore, Mr*** is requesting that we apply the credits to honor the BOGO Our records reflect that Mr*** activated two new lines of service with Apple iPhone 6s devices on September 3, 2016. We determined that the BOGO credit for one phone is not awarding because that specific promotion had expired at the time that he activated his service. In an effort to amicably resolve this matter, and due to any misunderstanding about the BOGO promotion, we applied credits totaling $to Mr***’s account to offset the cost of the iPhone 6s. He accepted the offer and stated that he considers the matter resolved We regret any inconvenience that this matter may have caused Mr*** and value his business. If he needs further assistance, he can contact the Executive & Regulatory Services department toll-free at ###-###-####, ext***. I am available Monday, Tuesday, Thursday, and Friday from a.mto p.m., Central Time Sincerely, Michal MExecutive Services Analyst

December 29,
Revdex.com
Ward Parkway, Suite
Kansas City, MO
Re: Revdex.com File ***-Rebuttal, Christopher C***
Sprint Account XXXXX5897, Sandy L**
Sprint Case ***
To Whom It May Concern:
Sprint is in receipt of the above-referenced inquiry filed by MrChristopher Cole, on behalf of Sprint account holder, MsSandy LawWe appreciate your assistance in bringing our customers’ concerns to our attention and regret the circumstances that led to MrCole’s contacting your office once again
In the supplemental information provided, MrC*** again disputed the final balance reflected on MsL**’s Sprint accountMrC*** stated that he originally requested to discontinue MsL**’s Sprint service prior October 2017, and disputed the final automated payment which drafted for the October invoiceMrC*** requested Sprint to refund the final payment automatically drafted from their bank account
Sprint advertises and provides services in monthly incrementsIf services are terminated before the end of customers’ billing cycle, we do not prorate monthly service charges, nor do we provide refunds or credits for any unused minutes in their service planAlthough MsL** elected not to utilize the service following her cancellation request on October 10, 2017, the service was available to her, and the full monthly service charge is validI regret that this may not have been explained to MsL**; however, this information is provided in our Terms and Conditions of Services, which can be viewed by visiting www.sprint.com/termsandconditions
During our conversation with MrC***, an authorized end-user on MsL**’s Sprint account, we reviewed the above-informationAlthough we were unable to identify a Sprint error, as a gesture of goodwill and in an effort to demonstrate world-class customer service, we refunded $back to the credit card number ending on December 26, MrC*** confirmed that his concerns have been resolved
We regret the loss of MsLaw’s businessIf we can be of further assistance with these issues, MrCole or MsLaw can contact me 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,
Lori K
Executive Services Analyst

November 29, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Complaint *** Account XXXXX***, *** *** Sprint Case *** To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of *** *** submitted on October 25, 2016. We appreciate your assistance in bringing our customers’ concern to our attention. In Ms***’s follfiling, she believes that fraudulent activity occurred on her Sprint account, and her personal information was utilized without her consentAccording to Ms***’s previous filing, she activated new lines of service with Sprint and was advised that she would qualify for referral credits. However, these credits were not applied to her account. In addition, Ms*** stated that an employee utilized her referral credits without her consent. Therefore, Ms*** requested that Sprint review these matters and adjust her account accordingly Sprint has reviewed Ms***’s complaint. As stated in our initial response, according to our records, on May 18, 2016, Ms*** established an account with Sprint by portiphone numbers ending in ***, ***, and ***. At the time of activation, Ms*** activated two iPhone 6s 64GB devices associated with phone lines ending in *** and, *** via Sprint’s Leasing programSprint’s Leasing program allows customers to purchase an eligible smartphone or basic phone with a variable down payment, depending on device, and agree to 12, 24, or monthly installment payments for the device. If the service associated with a leased device is canceled prior to fulfilling its allotted monthly payments, the remaining cost of the device will be billed to the customer as a one-time charge. More information regarding the Lease program is available at our website, www.sprint.com/lease. In addition, Ms*** activated an iPhone SE device associated with phone number ending in *** via Sprint’s Monthly Installment program. 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 purchased. For additional information and eligibility requirements customers can visit www.sprint.com/easypay Sprint’s Referral Rewards program allows customers to refer friends or family members to Sprint and for a limited time, both will receive a $American Express Reward Card for every new line of service activated. New referrals are required to activate a new line of service and be on a qualifying plan with a phone purchase via an Installment Billing or Leasing agreement. Additionally, the referee must be a new-to-Sprint account and adding a line to an existing account is not eligible. Our records indicate that Sprint processed Ms***’s referral credits and approved American Express Reward Cards totaling $150, which were shipped to the address on file on June 28, 2016. Our records further reflect that Ms*** elected to utilize the American Express Rewards Cards as payments toward her account balance as reflected on the July billing statement Please note that we partnered with the Third-Party Retail Stores management team to further investigate Ms***'s concerns. Upon the completion of the investigation, the Third-Party Retail Stores management team confirmed that no fraudulent activity occurred on her accountTherefore, we are unable to substantiate her alleged claims Please be advised on August 19, 2016, Ms*** ported-out the three lines of services to another wireless service provider, prior to fulfilling the terms of her Lease and Installment Billing Agreements. As a result, her account was assessed Lease and Installment Billing cancellation charges as reflected on the September invoicePresently, her account is closed with an outstanding account balance In order to ensure a satisfactory and mutually acceptable resolution, we attempted to follwith Ms*** on three separate occasions, November 22, and of 2016, and mailed a letter to the address on file on November 28, 2016, advising her receipt of her complaint and our need to speak with her directly. Unfortunately, we have not received a return call from Ms***. Should Ms*** require further assistance with this matter, we urge her to contact the undersigned directly at the phone number noted below at her earliest convenience We regret any frustration this matter may have caused and look forward to hearing from Ms*** to address and resolve her complaint. If Ms*** would like to further discuss this matter, she can contact our office toll free at ###-###-####. I am available Monday through Friday, from a.mto p.m., Eastern Time. Sincerely, /s/ Romualdo FRomualdo FExecutive & Regulatory Services

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

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

Tell us why here...February 13,
Revdex.com
Ward Parkway, Suite
Kansas City, MO
Re: Revdex.com Case: ***, *** ***
Sprint Account: xxxxx***
Sprint Case: ***
To Whom It May Concern:
Sprint is in receipt of the above-referenced
complaint of Ms*** *** submitted on January 10, We appreciate your assistance in bringing our customer’s concerns to our attention
Ms***’s filing expressed her dissatisfaction with the delay in receiving a $monthly service credit as part of Sprint’s iPhone Trapromotional offerAccording to Ms***, on September 11, 2016, she accepted the referenced promotional offer to receive the $monthly service credit upon tradiher iPhone Plus device in exchange for the purchase of an iPhone device via Sprint’s Installment Billing programMs*** requested that Sprint review this matter and honor the iPhone Trapromotional offer
Sprint has reviewed Ms***’s complaintOur records indicate that under the guidelines of the iPhone Trapromotional offer; required Ms*** to activate an iPhone device by September 15, 2016, via Sprint Leasing or Monthly Installment Billing programsPlease be advised that Ms*** account was established on September 11, 2016, with phone number ending in ***However, her iPhone Plus 128GB device was not activated until October 5, 2016, via Sprint’s Monthly Installment Billing programAs a result, the iPhone Trapromotional offer was not awarded to Ms***’s account due to the activation date of her iPhone Plus 128GB device
However, to satisfactorily resolve this matter, on December 22, 2016, we awarded the $iPhone Trapromotion associated with phone number ending in ***Therefore, Ms*** will begin receiving the $monthly service discount within 2-billing cyclesIn addition, we have applied a one-time total adjustment of $to Ms***’s account to offset the $service credit from September through February
We spoke with Ms*** on February 10, 2017, to discuss her concerns and relayed the above resolution to herDuring that call, Ms*** expressed her satisfaction with the resolution providedWe apologize for any inconvenience Ms*** may have experienced while attempting to resolve this matter
If we may be of further assistance to Ms***, she can reach us by calling the Executive & Regulatory Services Department toll-free at ###-###-####, extension ***We are available Monday through Friday from a.mto p.m., Eastern Standard Time
Sincerely,
/s/ Dar-Sheen ** ***
Dar-Sheen ** ***
Executive & Regulatory Services

May 4, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case # 1***, *** *** *** Sprint Account # xxxxx*** Sprint Case #*** To Whom It May Concern,
Sprint is in receipt of the above-referenced complaint of *** *** *** submitted on April 10, We appreciate your assistance in bringing our customers’ concerns to our attention According to the information provided, Ms*** expressed her dissatisfaction with a payment being debited from her financial institution by Sprint, without authorizationMs*** stated that upon visiting a local Sprint Retail Store location on March 27, 2017, she was provided with options pertaining to the purchase of new devices as well as discussing applications to watch moviesIn addition, Ms*** claims that when she attempted to use the application on March 28, 2017, she received an error message as well as receiving a fraud alert on April 6, 2017, from her financial institutionSpecifically, stating that she was assessed unauthorized charges from Sprint and believes that her account was compromised Sprint has reviewed Ms***’s complaint. Our records reflect on March 27, 2017, Ms*** visited a local Sprint Retail Store locationWe regret any inconvenience that Ms*** may have experienced while at the local Sprint Retail Store location; however, we are unable to substantiate the interaction that transpired between Ms*** and our Retail Sales representativeSubsequently, Ms*** contacted our Customer Care group and requested to cancel her account on March 27, 2017, due to experiencing device issuesHowever, the account was not cancelled, per Ms***’s request and she continued to utilize Sprint’s services We spoke with Ms*** on April 17, 2017, to discuss her concernsDuring our call, she informed us that she was assessed overdraft fees by her financial institution and believes that her Sprint account has been compromisedIn addition, Ms*** stated that she will email a copy of her bank statement which indicates the overdraft fees in question, enabling us to further investigate this matterAlso, we advised Ms*** that she can forward a letter to Sprint from her financial institution on their letterhead including her name, checking account number, the payment(s) or overdraft fees that were debited, and the name and telephone number of an officer at the financial institution. This information can be faxed to the undersigned directly at ###-###-####Upon receipt of the requested information, we will investigate this matter and apply any warranted credits, and update her on the status of the aforementioned matter Sprint appreciates Ms***’s business; however, as per the Terms and Conditions of Service, Sprint is not required to provide compensation to its customers in an effort to resolve their concerns that are brought to our attention. Therefore, Sprint does not believe that a credit is warranted for this matter We appreciate Ms*** taking time to provide the details of her experience with our local Retail Store locationWe are continually striving to improve the quality of service provided to our customers. Please be assured that we value Ms***’s feedback and that her concerns will be forwarded to the appropriate managerial staff for further review. We are unable to comment on any disciplinary actions that may occur with the representative in question We regret any inconvenience that Ms*** may have experienced while attempting to resolve the aforementioned concerns. If we can be of further assistance, Ms*** can reach us by calling the Executive & Regulatory Services department toll-free at ###-###-####, ext***. I am available Monday through Friday from 7:a.mto 4:p.m., Eastern Time Sincerely, /s/ Regina SExecutive Services Analyst

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meI appreciate you handling this situation for me
Regards,
*** ***

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