Sprint Corporation

This is hands down the WORST customer service I've yet received from ANY companyPeriodI will absolutely be leaving Sprint as soon as I figure out how to get away from them without owing them more money somehowI called in on 3/15/to reactivate my service from a seasonal hold and was
informed I could "save $per month" by changing my service from 10g of data to unlimited! Who'd say no to that?! Not me! So I said yesFollowing this conversation I come to find out that my next bill would be $154.66! My last plan was $105/moI'm not great at math, but it definitely seems like moreAfter speaking to *** on 4/14/I was apologized to for the overcharge, and offered $credit back onto my accountI naturally asked to speak with a supervisor, and was transferred to just another customer service agent (*** ***who was very nice even though I wasn't the nicest)who at her very best was able to offer me $creditAfter she spoke with her supervisor and offered me $credit (at which point I felt like I was negotiating with the mob) *** *** informed me it's Sprint's policy to offer something to a client, and the client can (and I quote), "either take it or you don't, then the offer is off the table." WowWhat company am I dealing with...? I loan shark...? I digressI am informed by *** *** that ALL Sprint bills are charged in advanceSo if I pay $April 1st, I should be covered through May 1stI checked back into my bills and the charges are as follows: 12/05/2016: $01/04/2017: $02/08/2017: $03/16/2017: $03/31/2017: (upcoming) 05/01/2017: $NowI turned my service OFF for days due to travel from 02/24/2017-03/15/SO HOW AM INOT PAID UP TO DATE?!? I've been OVERCHARGEDI paid TWICE in March a total of $150.69!! Where is the part where the service is turned off?! They are telling me that because I turned my service back on in the middle of a cycle I'm getting charged for both the old plan and the new planWhat? This is ridiculousEven if these charges are somehow 'valid,' it would be great if they had just ONE customer service agent who could explain it to me

June 20, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case ***, *** *** Sprint Account xxxxx*** Sprint Case *** To whom it may concern:
Sprint is in receipt of the above-referenced inquiry of Ms*** ***. We appreciate your assistance in bringing our customers’ concerns to our attention. In her inquiry, Ms*** stated she took her Samsung Note device to our Sprint store on April 5, 2017, to be repairedShe said the store refused to return her Note device and wanted to give her a different device of lesser value, and she refused to accept itMs*** further advised that her lease agreement was voided as she signed the lease for a Samsung Note device, which the store failed to return back to herLastly, she stated that she was billed $for the remaining lease charges for the Note device along with a $end of lease (EOL), plus tax, totaling $and these were drafted from her bank accountAs a result, Ms*** is requesting that we adjust the charges, and also refund back the payment taken from her Our records reflect that Ms*** took her device to one of our Sprint stores on April 4, 2017, as the screen was crackedThe device was sent to Asurion, our third-party total equipment protection vendor for repairsMs*** was offered a Samsung SEdge device, as replacement, as the Note device was unavailableShe declined the replacementOur records further reflect that Ms*** ported her line on April 13, 2017, to another wireless service provider, and her Sprint account was cancelled. Because the device associated with the line of service had not satisfied the installment agreement, the equipment balance was accelerated and billed to the account, totaling $We also confirmed Ms*** stopped the $payment on May 19, During our conversation with Ms*** on June 19, 2017, we explained the information outlined above. In an effort to resolve this matter, we offered to adjust the charges with the return of the device to our warehouse in good working conditionAccordingly, a return kit was forwarded to Ms***’s billing address listed on her account to facilitate the return of the device to our warehouse in good working condition. Once we have received confirmation of the receipt, we will credit the associated equipment chargeMs*** thanked us for our help. We regret the loss of Ms***’s business, but are pleased that we were able to resolve her account concern to her satisfaction. If we can be of further assistance with these issues, Ms*** can contact me directly by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext***. I am available Monday through Friday between 7:a.mand 3:p.m., Central Time Sincerely, Shola AExecutive Services Analyst

November 23,
Revdex.com
Ward Parkway
Kansas City, MO
Re: Revdex.com file ***, *** ***
Sprint Account xxxxx***
Sprint Case ***
To Whom It May Concern:
Sprint is in receipt of the above-referenced complaint of Ms*** *** submitted on November 2, We appreciate your assistance in bringing our customer’s concern to our attention
Ms***’ follow up filing expressed her dissatisfaction with Sprint’s inability to confirm her claim regarding not having to return the device associated on phone line *** with the original leaseMs*** stated there are multiple ways to substantiate her claim regarding the return of the original deviceIn addition, Ms*** stated the store manager admitted in a recorded call that Ms*** was not prompted to return the device associated with the original leaseMs*** requested that Sprint address this matter
Sprint has reviewed Ms***’ complaint and notes that according to our records, on May 23, 2016, she requested a change of ownership for phone line ending with *** via Sprint’s Leasing programEffective September 19, 2014, Sprint launched the Sprint Lease program, an industry-first option that gives new and existing customers the flexibility to lease select smartphones and tablets for a lower monthly cost versus purchasing the 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/leaseAt that time, Ms*** accepted the lease agreement associated with phone line ending in ***On June 26, 2016, MsWeek upgraded her device associated with phone line ending in *** via Sprint’s Leasing program
We were unable to confirm Ms***’ claim regarding not having to return the device associated with the original leaseTo resolve this matter, on November 15, 2016, we terminated the original lease and applied an adjustment of $to offset the lease cancellation chargesWe contacted Ms*** on November 16, 2016, and discussed our resolutionAt that time she confirmed resolutionIn addition, we contacted Ms*** on November 22, and again conveyed the above informationWe regret any inconvenience this may have caused Ms***
If Ms*** has any questions concerning the issues discussed herein, please do not hesitate to contact me by calling the Executive & Regulatory Services department toll-free ###-###-####, ext***I am available Monday through Friday between the hours of a.mand p.m., Eastern Time
Sincerely,
Cheryl S
Executive & Regulatory Analyst

December 21, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case ***, *** *** Sprint Account *** 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 the information provided, Mr*** expressed his dissatisfaction with the length of time taken to provide account credits for two iPhone 6S devices he returned to one of our retail locations in conjunction with an equipment upgrade promotional offer, citing that the delay has led to multiple temporarily service interruptions. He requested that we apply the referenced credits totaling $1,plus any resultant late fees assessed to his Sprint account and that we remove any negative information regarding this matter from his credit reporting We regret any delay that may have occurred with the processing of Mr***’s noted equipment returns and device credits. Our records reflect that Mr*** previously escalated his reported concerns to a specialized escalations department on November 13, 2016. During a November 20, 2016, folldiscussion with Mr***, representatives of that team advised that, although we confirmed the return of his mobile devices to one of our retail stores, the device lease credits are systematically generated within days of the equipment being received in our warehouse. Therefore, we updated his account to suspend collections activity against the disputed lease cancellation charges to ensure that his Sprint services would not be affected Regrettably, the collections suspension referenced above was inadvertently removed from Mr***’s account on November 28, 2016. Although another collections suspension was applied to his account on that date, his Sprint services were temporarily interrupted on November 29, 2016. Because we confirmed that his returned devices were received in our warehouse on November 20, 2016, our representatives applied credits totaling $1,to Mr***’s account toward the disputed equipment charges. Representatives of our warehouse team applied an additional credit of $on November 30, 2016, to offset the remainder of the disputed charges totaling $1,539.92, leaving Mr***’s Sprint account with a credit balance of $80.27. We confirmed that no late fees were assessed to Mr***’s Sprint account as a result of the disputed charges and that his account was not reported as delinquent to any of the major credit bureaus. As such, we believe that his reported concerns have been fully addressed. On behalf of Sprint, I apologize for any inconvenience this matter may have caused, and we appreciate Mr***’s continued business. If we can be of further assistance with this issue, he can contact me by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####, extension ####. I am available Monday through Friday from a.mand p.m., Central Time Sincerely, Russell LB*** *** Executive Services Analyst

December 15, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case ***, *** *** Account XXXXX***
Case *** Dear Mr***: Sprint is in receipt of the above-referenced inquiry filed by Ms*** ***. We appreciate your assistance in bringing our customers’ concern to our attention. In the information provided, Ms*** *** cited that we provided incomplete information regarding her upgrade options. As a result, she stated that she was unable to take advantage of a promotion that offered a $gift card if she upgraded via a third partyMs*** requested that Sprint provide her with a gift card for $ We regret any possible misunderstanding that may have occurred regarding Ms***’s upgrade options. During a phone conversation on December 14, 2016, we explained that we are unable to honor her gift card request as the promotion was only available via a third party. However, to demonstrate our commitment to world-class service we agreed to adjust $on Ms***’s account and to waive the $activation fee billed when she upgraded her phone. Ms*** confirmed that she was satisfied with this resolution We advised Ms*** that we regret any inconvenience that this matter may have caused and assured her that her feedback will be used to improve our service. If I may be of further assistance with this matter, Ms*** can reach me toll-free by calling ###-###-####. I am available Tuesday through Saturday, between a.mand p.m., Central Time Sincerely, *** *** Executive Services Analyst Tell us why here

March 22, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Inquiry ***, *** A*** Sprint Account xxxxx*** Sprint
Case *** To Whom It May Concern: We appreciate your assistance in bringing the concern of Ms*** A*** to our attentionWe regret any inconvenience that she may have experienced as a result of this matter. According to the information provided, Ms*** indicates that she requested that her account lines of service be cancelled on January 4, 2017. She also states that the associated contracts were expired for the account’s lines of service. She further states that she subsequently received a Sprint invoice indicating that all account lines were not cancelled on January 4, 2017, and additional service charges were assessed. As a result, Ms*** requests that account credits be applied to her account to bring her account to a zero balance. Ms*** also requests that there not be any negative credit reporting reflected on her credit report in regard to this matter. During our discussion with Ms*** on March 21, 2017, we confirmed with her that two of her account phone numbers were migrated from Sprint to Virgin Mobile on January 5, 2017, which consequently cancelled these two phone numbers ending in *** and ***. We also advised her that the phone number ending in *** was not reflected as cancelled. In accordance with Ms***’ request, we cancelled this phone number. We also applied $in account credits to offset unused service charges reflected on her account. As a result, the account is in final status with a zero balance. We also confirmed no negative credit reporting reflected on Ms***’ credit report concerning this account. She indicated that the matter was resolved If Ms*** needs further assistance with this matter, I can be contacted 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, Patricia SExecutive Services Analyst

January 24, 2017 Revdex.com*** Parkway, Suite 401Kansas City, MO 64114 Re: Revdex.com Case ***, *** Q*** Account XXXXX*** Case *** To Whom It May Concern: Sprint is in receipt of the
inquiry of Mr*** *** regarding his Sprint account. We appreciate your assistance in bringing our customer’s concern to our attention. According to the information provided, Mr*** stated that he believes that his equipment charge of $was assessed twice because a $payment was drafted from his bank account and his credit balance was lowered by the full amount of his monthly service and his equipment charges. Therefore, he is requesting a credit of $to his account or a full refund for the credit balance on his account to prevent this issue from recurring. We communicated with Mr*** on December 22, 2016, and he confirmed that his payment issue was previously resolved. We confirmed that a credit of $was applied to his account on December 19, 2016, in full resolution of his concerns. We regret any inconvenience that Mr*** may have experienced. If I may be of further assistance with this matter, Mr*** can be reached by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####. I am available Monday through Friday from a.mto p.m., Central Time. Sincerely, Clara C.Executive Services Analyst

July 7, 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 Ms*** ***. We appreciate the opportunity to address her concerns. Based on the information provided, Ms*** advised that she upgraded two of her phones, and accepted an offer for percent off of each monthly lease charge; however, she confirms that only one $credit is awarding each month. Therefore, she is requesting that we review this matter, and apply the second lease credit. Our records reflect that the Ms*** upgraded two phones on January 11, 2017, to new iPhone Plus devices. We confirmed that phone line ending *** is receiving a percent lease credit each month and the other phone line ending in *** is not. Based on our review of this matter, line ending in *** qualified for the referenced promotion; however, due to a set up issue, the credit is not awarding. In an effort to amicably resolve this matter, we have applied credits totaling $to *** ***’s account to honor the $credit over the course of the month lease agreement. Ms*** stated that she was satisfied with our handling of the matter We regret any inconvenience that this matter may have caused Ms***. If she needs further assistance, she 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

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

December 31,
*** ***
Revdex.com
Ward Parkway, Suite
Kansas City, MO
Re: Revdex.com Case ***, *** ***
Sprint Account xxxxx ***
Sprint Case ***
Dear Ms***:
Sprint is in receipt of the above-mentioned complaint of Mr
*** ***We appreciate your assistance in bringing our customers’ concerns to our attention
In his inquiry, Mr*** disputed the $monthly term access charge associated with the Sprint Family Share Pack plan, citing that he was misinformed regarding the Monthly Recurring Charges associated with his equipment purchase
We appreciate Mr*** for taking the time to provide us with the details of his experience with our Customer Care representativesWe are continually seeking ways to improve the quality of service provided to our customersPlease be assured that we value the feedback and will utilize the input to improve our training processes
In response, Sprint notes that term access charges are applicable and vary for each data-sharing device on the Sprint Family Share PackCustomers that select the Sprint Easy Pay, pay full price or bring their own compatible phone are not billed the term access chargeCustomers that elect to purchase a discounted device with a two-year service agreement will incur an additional $term access charge, per line of serviceAfter review, our records reflect that Mr*** purchased a discounted iPhone 6s device which included a two-year service agreement effective November 30,
We are pleased to inform you that we contacted Mr***, via email, on December 11, 2015, to address his account concernsAt that time, Mr*** confirmed that he contacted our Customer Care department on December 10, 2015, to dispute the $monthly term access chargesOn that day, due to any misunderstanding, we updated Mr***’s xxx-xxx-*** line of service to waive the disputed term access chargeMr*** stated that the issue has been resolved to his satisfaction
We regret any inconvenience that this matter may have caused Mr***If we can be of further assistance, you or Mr*** can contact me by calling our Executive and Regulatory Services department toll-free at ###-###-####, extension ***I am available Monday, Tuesday, Thursday, and Friday between a.mand p.m., Central Time
Sincerely,
Ayanna ***
Executive Services Analyst

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

September 22, 2017 Revdex.comWard Parkway, Suite 401Kansas City, MO 64114 Re: Revdex.com File ***, *** ***-*** Account XXXXX*** Sprint Case *** To Whom It May
Concern: Sprint is in receipt of the above-referenced inquiry of Ms*** ***-***. We appreciate your assistance in bringing our customers’ concerns to our attention. In her inquiry, Ms***-*** stated that on May 26, 2017, she added a new line of service and purchased a Samsung device. She further stated that she was offered a $service plan after a $credit per line with her enrollment in our automatic payment program. Furthermore, she stated that she was advised that she was eligible for a $pocredit, an additional $credit union credit, and a $prepaid card that she would receive within to weeks. Moreover, Ms***-*** stated that she would receive a free device and she upgraded to an iPhone 6s. And last, she stated that her bill has been incorrect for the past three months and she has not received the $credit. As a result, ***-*** requested that we issue a $account credit that she was promised and that her service plan charges be reduced. Our records reflect that a $prepaid card for her powas mailed to Ms***-*** at the address on file between September and September 9, 2017. Further, per the terms of any credit union promotion, Ms***-*** she will need to contact her credit union regarding the $credit. Our records further reflect that on August 21, 2017, a $credit was applied to her account to offset a portion of her monthly service charges, which is equivalent to a $cost reduction for months We spoke with Ms***-*** on August 2017, and advised her that we would contact her local Sprint district store manager regarding her referenced account credit issue. Upon our investigation into this matter, we were unable to verify a $credit offer was extended by one of our representatives. Further, we were unable to identify a Sprint billing error. As a result, we must respectfully decline Ms***-***’s $account credit request. We attempted to contact Ms***-*** by telephone and e-mail on September 21, 2017; unfortunately, we were unable to reach her. Further, we contacted Ms***-*** again on September 21, 2017; however, she stated that she could not speak with us because she was at work We regret any inconvenience these issues may have caused Ms***-***. If we can be of further assistance, we invite Ms***-*** to contact me directly by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext***. I am available Monday through Friday between 7:a.mand 3:p.m., Central Time Sincerely, *** *Executive Services Analyst

May 5, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case ***, *** *** Sprint Account xxxxx*** Sprint Case *** To whom it may concern:
Sprint is in receipt of the above-referenced inquiry of Mr*** ***. We appreciate your assistance in bringing our customers’ concerns to our attention. In his inquiry, Mr*** stated he purchased a device for a friend and later discovered his friend was not making the payments for the device. Additionally, the friend sold the device to a third party. Mr*** said he continued to pay for the device even though he does not have it. The line was cancelled in April 2017, and the accelerated charges were applied to his account. Mr*** said he never requested for the line to be cancelledAs a result, Mr*** is requesting we resume the line and allow him to make the $monthly payments towards the device Our record reflects that Mr*** added line ###-###-#### on May 29, 2016, and purchased the device on 24-month installment billingThe line was put on the Seasonal Standby plan on July 23, The plan expired on April 16, 2017, thus cancelling the line On April 25, 2017, the account was suspended for non-payment During our May 4, 2017, conversation with Mr***, the information outlined above was explained to himHe reiterated he is unable to make the payments at one time. To demonstrate our commitment to excellence, we offered to adjust the $accelerated charges, if he will pay the $End of Lease (EOL) charges, and he accepted the offerMr*** thanked us for our help We regret any inconvenience this matter may have caused, and are happy that Mr***’s issue is resolvedIf we can be of further assistance with this matter, Mr*** 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

August 30, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case ***, *** *** Account XXXXX*** Case *** To Whom It May Concern: Thank
you for forwarding the above-referenced inquiry to our office. We appreciate your assistance in bringing our customers’ concerns to our attention. We spoke with Mr*** *** on August 30, 2016, regarding his account concern. We are confident his issue has been addressed and resolved In his inquiry, Mr*** indicated he signed up with new service under the day satisfaction guarantee. He turned in his previous provider’s devices as part of the Early Termination Fee buy out promotion. He decided to cancel service due to slow data speed and return his Sprint devices but was advised his previous provider’s devices could not be returned to him. As a result, he is requesting that this matter be reviewed For a limited time, a new line of service activated has days to try Sprint service without being liable for service and device charges. This guarantees reimbursement for device purchase, activation fees, eligible monthly and one-time charges incurred, and all eligible taxes and fees if the device is returned. In addition, the restocking fee is waived and applies to all device purchases We also have a Switch to Sprint Promotion for customers who port their number from a competitor and activate a phone on any Sprint plan. The customer is eligible for their Early Termination Fee or equipment installment balance reimbursed on an American Express gift card. The customer is required to register and turn in the competitor device that was active at the time they switched to Sprint. The device then becomes Sprint property We reviewed Mr*** account and confirmed he set up service on August 17, 2016, at an authorized retail location with two lines of service. He turned in his previous provider’s devices to the retail location. He returned to the retail location on August 20, 2016, to cancel his service and was unable to obtain the devices he turned in. We partnered with the retail location and confirmed they still had Mr***’ devices in the store. As a result, the devices were returned to Mr*** and his service was canceledMr*** was satisfied with the resolution We appreciate Mr*** for taking time to provide details of his store experience. We are continually striving to improve the quality of service provided to our customers. Please be assured that we value customer feedback We regret any inconvenience Mr*** may have experienced as a result of this matter. If we can be of further assistance, he can contact the Executive & Regulatory Services department toll free at ###-###-####, extension ***. I am available Monday through Friday from 8:a.mto 4:p.m., Central Time Sincerely, Ann HExecutive Services Analyst

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

[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,
** ***

January 13, 2017 Consumer SpecialistKansas City Revdex.comWard Pkwy., Suite 401Kansas City, MO 64114 Re: Revdex.com File***, *** *** Sprint Account xxxxx*** Sprint Case *** To
Whom It May Concern: Sprint is in receipt of the above-referenced complaint of Mr*** *** submitted on December 14, 2016. We appreciate your assistance in bringing our customer’s concern to our attention Mr***’s filing expressed his dissatisfaction with the inability to receive an offer to upgrade three devices with a monthly rate below $and a credit of $800, which would match an offered that he received from another wireless providerIn addition, Mr*** stated the Customer Care representative assured him that he would receive a follcall the next day to finalize the offer. Mr*** requested that Sprint review this matter, honor the above offer and compensate him for his time and effort to resolve this matter. Sprint has reviewed Mr***’s complaint. According to our records, we are unable to substantiate Mr***’s claim. We have confirmed that Mr*** was offered the option of upgrading three devices, one device would be at no cost and his monthly recurring charges would be about $per month prior to taxes and surchargesIn addition, we offered Mr*** a one-time courtesy credit of $to his account. Based on our findings, we respectfully deny Mr*** request to upgrade three devices at no cost and apply a credit of $to his account. In an effort to ensure a satisfactory and mutually acceptable resolution for this matter, on January 5, 2017, we offered Mr*** two iPhone 32GB devices at no cost and a courtesy credit of $to his account. Mr*** was informed to upgrade the two devices to iPhone 32GB devices via Sprint’s Leasing Program and we would convert the existing Lease Agreements to two year Service Agreements for each lineMr*** accepted our offer and was satisfied with the resolution providedWe apologize for any inconvenience this may have caused Ms*** If Mr*** has any questions concerning the issues discussed herein, please do not hesitate to contact me toll-free at ###-###-####I am available Monday through Friday between the hours of a.mand p.m., Eastern Time. Sincerely, /s/ Cheryl S. Cheryl S.Executive Services Analyst

March 17, 2017 Revdex.comWard Parkway, Suite 401Kansas City, MO 64114 Re: Revdex.com File ***, *** *** Account XXXXX*** Sprint Case *** To Whom It May Concern: Sprint
is in receipt of the above-referenced inquiry of Mr*** ***. We appreciate your assistance in bringing our customers’ concerns to our attention. In his inquiry, Mr*** expressed his dissatisfaction with our assessing data overage charges to his account for data usage while he was travelling, advising that our representatives had told him that the data usage alerts sent to his device did not pertain to him. Because Mr*** subscribes to a rate plan that includes unlimited data usage, he also disputed data usage roaming charges assessed to his account. Mr*** also described unfavorable customer experiences during his attempts to address his data billing. He requested that we provide a $to his account due to his inconvenience and that we change our data plans to include data usage for customers who travel to Alaska. We regret any regret any misunderstanding that may have occurred regarding Mr***’s data usage while travelling off the Sprint network. We confirmed that Mr*** has an unlimited data plan. However, as outlined in our Terms and Conditions of Service and in the terms of our rate plans, unlimited data plans do not include unlimited data while roaming off the Sprint network. As such, due to the locations where Mr*** was travelling being outside our coverage area, his data usage was confirmed to be roaming data. Information regarding that usage was sent to him via e-mail because he selected that we communicate with him via that medium. We reviewed Mr***’s account and confirmed that he was not billed for the referenced data roaming usage. Customers with unlimited data usage rate plans who exceed the data roaming allowance during a billing cycle are sent a message when they are approaching that limit that advised them that, once the data roaming threshold has been reached, we may interrupt that usage until the beginning of the next bill cycle. During our conversation with Mr*** on March 14, 2017, we explained the information detailed above. We also advised him that, while we appreciate his suggestion regarding changes to our data roaming protocol, we do not credit for inconvenience. However, due to any misinformation that may have been provided to him regarding his rate plan and data roaming limit, we applied his requested $credit to his account as a demonstration of our commitment to excellence. We appreciate Mr***’s taking time to provide details of his 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 these issues may have caused Mr*** but are pleased that we satisfactorily addressed his reported concerns. If we can be of further assistance regarding these matters, 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, Minnie SExecutive Services Analyst

March 3, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File ***, *** *** Sprint Account XXXXX***, *** H
*** Sprint Case *** To Whom It May Concern: Sprint is in receipt of the above inquiry filed by Ms*** ***. We appreciate your assistance in bringing our customers’ concerns to our attention. According to the information provided in Ms***’s complaint, she has not yet received the prepaid reward cards she was offered as reimbursement of the cancellation fees from her former carrier for switching to Sprint. She indicates that she has visited the original point of sale on multiple occasions and turned in her competitor devices; however, she is still awaiting reimbursement from Sprint. Additionally, Ms*** outlined multiple issues that occurred after switching services for which she indicates she has spent time addressing and she is also seeking credit for her inconvenience in addition to the prepaid reward cards We regret the circumstances that prompted Ms***’s complaint. We spoke with Ms*** and advised that we have approved and processed her reward cards as part of the buyout promotion for the two qualified lines of service she switched to Sprint. These cards should be received by Ms*** with the next few business days. In addition, although it is contrary to Sprint’s Terms and Conditions of Service to provide compensation, a goodwill credit of $was applied to Ms***’s account for customer satisfaction after she spoke with one of our Consumer Advocacy team members We thank Ms*** for being a loyal Sprint customer. If she needs further assistance with this matter, I can be reached toll-free at ###-###-####, ext***. I am available Monday through Friday from 7:a.mto 3:p.m., Central Time Sincerely, April *** Executive Services Analyst

June 11,
*** ***
Revdex.com
Ward Parkway, Suite
Kansas City, MO
Re: Revdex.com File ***, *** ***
Boost Mobile Inquiry
Sprint Case ***
Dear Ms***:
Sprint is in receipt of the
above-referenced inquiry of Ms*** *** regarding our Boost Mobile productIn her complaint, Ms*** expressed her dissatisfaction with the level of service received during her attempt to address her equipment concern, citing she is currently having issues with her phone
We appreciate Ms***’s taking the time to provide us with the details of her experienceWe are continually striving to improve the quality of service provided to our customersPlease be assured that we value customer feedback and that these concerns have been forwarded to the appropriate managerial staff for further review
During our conversation with Ms*** on June 4, 2015, we explained that since she opted not to purchase insurance, her device comes with a one-year manufacture warranty and she can reach out directly to the manufacture to address her equipment concernsAs satisfaction to the complaint brought forth, we also sent her a complementary device, which she will receive within to daysMs*** confirmed satisfaction with the resolution brought forth
On behalf of Sprint, I apologize for any inconvenience MsMoreno has experienced regarding this matterIf you or she has any additional questions regarding these issues, you or she can contact me at ###-###-#### or by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####I am available Monday, Tuesday, Thursday and Friday from 7:a.mto 5:p.mCentral Time
Sincerely,
La *** L
La *** L
Executive Services Analyst