Sprint Corporation

March 24,
Kansas City Revdex.com
Ward Pkwy, Suite
Kansas City, MO
Re: Revdex.com Case ***, Carla Hall
Sprint Account xxxxx
Sprint Case
To Whom It May Concern:
Sprint is in receipt of the above-referenced inquiry of Carla Hall submitted on February 22, We appreciate your assistance in bringing our customers’ concerns to our attention
In MsHall’s follow up filing, she expressed her dissatisfaction with her attempts to address the billing concerns on behalf of the account holderMsHall stated that the account holder purchased and activated three lines of services in May 2013, specifically, stating he was quoted an estimated monthly cost totaling $However, MsHall stated that in September 2014, the account holder upgraded the three lines of service, which resulted in an increase of the monthly recurring chargesAs a result, MsHall stated that the account holder returned the three devices to an authorized Sprint Retail Store location; however, the account was assessed cancellation fees in which the account balance exceeded $2,Therefore, MsHall requested that Sprint review these matters, and apply an adjustment on the account to offset the outstanding account balance in order for the account to reflect a zero balance
Sprint has reviewed MsHall’s complaintAs stated in our initial response, our records reflect that in May 2013, the account holder visited an authorized Sprint Retail Store location and purchased and activated three lines of service via Sprint’s two-year Service AgreementFor details regarding your Service Agreement with Sprint, please visit www.sprint.com/termsandconditionsAccordingly, continuation of utilizing Sprint services is an acceptance of the new two-year Service Agreement and any future renewals or service changes that may require new service termsIf you terminate your Sprint services prior to satisfying the two-year Service Agreement applicable Early Termination Fees will apply; accordingly you may visit www.sprint.com/etf for details about Early Termination Fees
Our records further indicate that in September 2014, the account holder upgraded the devices associated with the three lines of services and purchased devices via Sprint’s Monthly Installment Billing programSprint’s Monthly Installment Billing program allows customers to purchase an eligible smartphone or basic phone with a variable down payment, depending on device, and agree to monthly installment payments for deviceIf the device is canceled prior to fulfilling its monthly payments, the remaining cost of the device will be charged to the customerFor additional information and eligibility requirements customers can visit www.sprint.com/easypay
Furthermore, our records reflect that on December 2, 2014, the account holder entered into a payment arrangement to remit a payment totaling $for processing on December 8, Unfortunately, the $payment was denied by their financial institutionAs a result, on December 18, 2014, Sprint suspended the three lines of services due to nonpaymentThen, on March 17, 2015, Sprint cancelled the account due to nonpaymentTherefore, the March invoice reflected a past due balance of $669.82, plus Installment Billing accelerate cancellation charges totaling $1,and new charges in the amount of $313.86, equaling a total account balance of $2,
Our records further indicate on April 23, 2015, MsHall contacted Sprint to dispute the March invoice and advised Sprint that she returned the equipment earlier in April 2015; however, at that time, our records did not confirm the return of the devicesAdditionally, on May 14, Sprint reinvestigated MsHall’s billing and equipment return concerns and no billing errors were confirmedAlso, in June 2016, MsHall contacted Sprint to further dispute this matter and no billing errors were confirmedFurthermore, our Returns warehouse confirmed that the three devices were not returned to SprintIn February and March 2017, MsHall disputed the outstanding account balanceAs such, on February 27, 2017, Sprint sent another inquiry to our Returns warehouse to confirm receipt of the three devicesIt was determined that the devices were received in February and as a result, on March 3, 2017, Sprint applied an adjustment totaling $1,to her account to offset the Installment Billing accelerated cancellation charges and $to offset the new charges reflected on the March invoiceTherefore, MsHall’s account reflects an outstanding balance totaling $based on the unpaid accumulated monthly recurring charges as reflected on the December through March invoices
We communicated with MsHall via email on between February through March of 2017, and we relayed the aforementioned information to herAlso, we have confirmed a total adjustment was applied on her account on March 3, Furthermore, we have confirmed the total account balance of $is valid and encouraged her to remit the full balanceMsHall is aware that once she has paid the account in full, the outside collection agency will notify the credit bureaus to update her credit report to reflect as satisfiedAdditionally, we communicate with MsHall on March 21, and reiterated the aforementioned information that has been shared with her on numerous occasionsMsHall has confirmed her understanding of the information that was relayed to her
We are committed to providing excellent service on every contact with every customer and regret any possible misunderstanding that may have occurred related to MsHall’s account concernsPlease be assured that we take every inquiry seriously and that we appreciate MsHall’s feedback
We regret any inconvenience we may have caused MsHallIf we can be of further assistance with this issue, MsHall can contact me by calling our Executive & Regulatory Services department toll-free at 1-855-848-3280, extI am available Monday through Friday between a.mand p.m., Central Time
Sincerely,
Chanda L
Executive and Regulatory Services Analyst

Executive & Regulatory Services P.OBox Irving, TX January 13, Revdex.com Ward Parkway Kansas City, MO Re: Revdex.com Complaint *** Sprint Account XXXXX***, *** *** Sprint Case *** To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of Mr*** ***. We appreciate your *** with bringing our customers’ concerns to our attention In his inquiry, Mr*** stated that he canceled his account and Lease Agreements by porting out his numbers, but disputes the associated Lease Cancellation charges. He states that he was informed that the Lease Cancellation charges would be waived if he returned the phones. He has requested that Sprint waive the charges or return the phones to him. He has also requested that the associated account balance be recalled from the outside collections agency (OCA). We regret any miscommunication that may have occurred regarding the terms of the Lease Agreement, which explains that if a Lease Agreement is canceled prior to its satisfaction, the remaining balance of the Lease Agreement will be assessed to his account. Additionally, a device purchase charge would be assessed to the account, which we will waive contingent upon the return of the associated device. Because Mr*** returned his devices, the associated device charges reflected on his October invoice were offset by account credits of equal value and are reflected on his November invoice. Unfortunately, we are unable to comply with his request to waive his account balance. As of today, his account has not be forwarded to an OCA If I can be of any further *** regarding this matter, I can contacted directly by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext*** so that we may fully address her concerns. I am available Monday through Friday between 9:a.mand 5:p.m., Central Time Sincerely, Terrence MExecutive Services Analyst

February 2, Consumer Specialist Kansas City Revdex.com Ward Pkwy, Suite Kansas City, MO Re: Revdex.com Case ***, *** *** on behalf of *** *** Sprint Account
xxxxx*** Sprint Case *** To Whom It May Concerns: Sprint is in receipt of the above-referenced complaint of *** *** on behalf of *** *** submitted on January 30, 2017. We appreciate your assistance in bringing our customers’ concern to our attention Ms***’s follfiling expressed her dissatisfaction with the delay in receiving adjustments to her account for the monthly lease charges and related Lease cancellation charges associated with phone line ending in ***. In addition, Ms*** is seeking credits for the late fees that were assessed to her account. Ms*** requested that Sprint review these matters and adjust her account accordingly. Sprint has reviewed Ms***’s complaint. We spoke with Ms*** on January 31, 2017, to further discuss her concerns. During that call, we advised Ms*** that we would review her concerns and follwith her accordingly As stated in our initial response dated August 31, According to our records on July 2, 2015, Ms*** or an authorized person upgraded the device associated with phone line ending with *** via Sprint’s Lease programPlease note that effective 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 device. With a lease option, Sprint owns the device. At the end of a lease term, you can purchase the device and own it outright, return it to us, or return it to us and upgrade to the latest device. For further information regarding Sprint Leasing please visit www.sprint.com/lease Upon the completion of the device upgrade, an equipment swap was performed between phone lines ending in *** and ***As a result, the leased device was activated on phone line ending in ***. Furthermore, on September 22, 2015, a change of ownership was completed for phone line ending in ***. As such, this phone line was transferred to a new Sprint account. However, due to an inadvertent error, the Lease Agreement associated with phone line ending in *** was not transferred to phone line ending in *** prior to the completion of the change of ownership. We spoke with Ms*** on August 24, 2016, and relayed the above information. At that time, we offered Ms*** the option of returning the device associated with phone line ending *** to our Returns warehouseUpon the confirmation of the device return, we would cancel the Lease Agreement and adjust the Lease cancellation charges. Ms*** accepted our proposed offer. We have confirmed that the device was received in our Returns warehouse on January 11, As such, the Lease Agreement was cancelled with the waiver of the Lease cancellation charges. Additionally, on January 31, 2017, a total credit of $was applied to her account to offset the monthly lease charges associated with phone line ending in ***. In addition, we have applied a final adjustment of $to her account to offset the late fees as reflected on the July through January billing statementsThese credits will appear on the February billing statementWe apologize for any inconvenience this may have caused Ms*** We followwith Ms*** on February 1, 2017, to relay the aforementioned information and resolution to her. During that call, Ms*** expressed her satisfaction with the resolution provided and advised that she has no additional concerns at this time We apologize for any inconvenience this may have caused Ms***If we can be of further assistance with this issue, Ms*** can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext***. I am available Monday through Friday between 7:a.mand 4:p.m., Eastern Time Sincerely, /s/ Catherine *** Catherine *** Executive & Regulatory Services Analyst

Tell us why here Executive & Regulatory ServicesPOBox 169014, Irving, TX 75016 June 14, 2017 Revdex.comWard ParkwayKansas City, MO 64114 Re: Revdex.com Complaint , *** Sprint Account
XXXXX, Sprint Case To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of Ms*** ***, filed on behalf of Mr*** ***. We appreciate your assistance in bringing our customers’ concerns to our attention. In her inquiry, Ms*** stated that in March 2017, she inquired about lowering her monthly service charges and was instructed to return her water-damaged device. Ms*** also states that during this ***e she became aware of additional lines of service on her account added without her knowledge or consent. Ms*** stated that she returned the water-damaged device and received the applicable credit; however, Sprint canceled the disputed lines of service and assessed the associated cancellation charges. Ms*** stated that she has been unable to obtain assistance in resolving her concern, while receiving collection alerts. She requested that we reinstate her initial agreements We regret any miscommunication that may have occurred. During our conversation with Ms***, she confirmed that her initial lines of service ending ***, ***, and ***, are in use. Our records reflect that in July, August, and October 2016, Ms*** purchase new devices via new Lease Agreements (LA) and new lines of service. The new devices were swapped with the devices previously used with the lines of service ending ***, ***, and ***. The line of service ending *** was canceled on March 31, 2017, and the associated Lease Cancellation and Device Purchase charges were applied to the account. On April 1, 2017, we confirmed a returned device from Ms***. As a courtesy, we applied credits totaling $to her account to offset the Device Purchase charge and a portion of the Lease Cancellation charge reflected on her April invoice. If I can be of further assistance regarding this matter, I can be contacted directly by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext***. I am available Monday through Friday between 9:a.mand 5:p.m., Central time. Sincerely, Terrence M.Executive Services Analyst

Based on the information received from Mr***, he states that he had an unfavorable customer experience while attempting to address his concerns. Mr***’s filing expressed his dissatisfaction with level of customer service he received from our Customer Care group while attempting to
resolve his account concerns. According to Mr***, he was on hold for a long period of time with different representativesMr*** requested that Sprint review this matter We appreciate Mr*** time to provide details of his experience with our Customer Care group. We are continually striving to improve the quality of service provided to our customers. Please be assured that we value customer feedback and that Mr***’s concerns will be forwarded to the appropriate managerial staff for further reviewMr*** was contacted on July 14, and he expressed his satisfaction with the resolution provided

June 29, To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of Ms*** ***. We appreciate your assistance in bringing our customers’ concerns to our attention. According to Ms***’s complaint, she was offered and
switched to a more economical plan; however, she is now incurring a $Subsidized Phone Charge (SPC) on one of her lines. This added charge increases her monthly rate to what she was paying originally and offers no savings. Ms*** is asking that the $SPC be removed as she was not informed that she would be subject to the charge We regret the circumstances that prompted Ms***’s complaint. We spoke with Ms*** and explained that line (xxx) xxx-*** in incurring the $SPC because the service plan she switched to is already deeply discounted and does not provide for device subsidies. Our records indicate that the impacted line will no longer incur the $SPC once it becomes fully upgrade eligible in February Based on any miscommunication that may have occurred regarding this charge, we applied a lump sum credit to Ms***’s account totaling $to offset the $SPC for the next nine months at which point the fee should be removed systematically. We also explained that future device upgrades will need to be purchased at full MSRP, Lease Agreement, or Installment Billing Agreement and cannot be purchased with a device subsidy and corresponding two-year Service Agreement; otherwise the $SPC will be reinstated We appreciate Ms*** for taking time to provide details of her recent customer service experience. 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 apologize for any inconvenience Ms*** may have experienced as a result of this matter. Should she need further assistance with this issue, I can be reached by calling our Executive & Regulatory Services department toll-free at ###-###-####, extension ***. I am available Monday through Friday from 7:a.mto 3:p.m., Central Time Sincerely, *** *** Sprint Executive Analyst Tell us why here

May 2, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case ***, *** *** Sprint Account XXXXX*** Sprint Case *** To
Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of Ms*** ***. We appreciate your assistance in bringing our customers concerns to our attention. According to the information provided, Ms*** stated that when she tried to port her numbers out to a new wireless provider she contacted Customer Care to have one of her devices unlocked. She states that she was told it would take two days to complete the unlock processMs*** states that after talking with the representative, the device for the line in question stopped working. Upon contacting Sprint, she states that she was told that the device would not work until the unlocking process was completeMs*** is requesting that we credit her account for the two days of service that she was unable to use the device We spoke with Ms*** on May 1, Ms*** advised that her issue was resolved prior to our contact with her and that there are no further issuesOur review of her account shows that her service is cancelled and the account has been paid in full If we can be of further assistance, Ms*** can contact me by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####, ext***. I am available Monday through Friday between a.mand p.m., Central Standard Time Sincerely, Leland *** *Executive Services Analyst

I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards,
*** ***

Hi,I wanted to write my response to the issue with SprintI was playing phone tag with their representativeShe had offered to refund the entire amount for my ex husband's I-phone if I sent her a copy of the restraining orderShe was working hard to satisfy my concerns and I wanted to have the opportunity to express my gratitude! She went above and beyondBut, since you closed the case she may not refund my moneyPlease advise.With warm regards, *** ***

November 2, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Complaint *** Account xxxxx***, *** *** Case *** To Whom It May Concern:
The above-referenced inquiry has been forwarded to our office for review. We appreciate your assistance in bringing our customers’ concerns to our attention According to the information provided, Ms*** stated that she returned devices to Sprint after being mailed a return kit, but was billed for the returned devicesShe is requesting a credit for the returned devices After a review of Ms***’ account, we verified that all charges billed for the returned devices have been credited We attempted to contact Ms*** on October 21, 25, and 28, 2016, to discuss her concern via phone and email, and we mailed a letter to her billing address on file on October 28, 2016, to notify her of our attempts to contact her to discuss her concerns. To date, we have not ben able to reach Ms***. Sprint is committed to protecting the privacy of our customers. In accordance with that commitment, we take measures to verify that callers are authorized to discuss and/or make changes to an account. Specifically, we require that each account has a PIN and that the PIN is verified by the account holder or an individual authorized to have access to the account before we can discuss sensitive account information or make any changes to the account. If the PIN cannot be provided, other specific identifiers may be required to discuss the account information. We regret any inconvenience that these matters may have caused. If I can be of further assistance with this matter, Ms*** can reach me at the Executive & Regulatory Services department toll-free at ###-###-####, extension ***. I am available Monday through Friday, between 7:a.mand 3:p.m., Central Time Sincerely, John CExecutive Services Analyst

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
I still think it' unfair that sprint change the term in which they give discounts for various corporations. I was getting a 23% discount, but because I went to a cheaper plan, that particular plan is not eligible for the discount. To me a discount should be a discount no matter what plan you have, and it should be on your entire bill and not just one line. However, I'm happy that they made some concession and worked with me to rectify the financial strain the business mistake caused on my family
Regards,
*** ***

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Assumed Answered]
Complaint: ***
I am rejecting this response because: I was overcharged for the IPhone line again today on February 1, I was charged a subsidy fee three times for the same phone lineI was charged then then on the same IPhone lineI should not be paying any subsidy fees on that old I phone line!
Regards,
*** ***

I have still not received any fundsMy bank doesn't see them eitherI have called and spoke to Kala *** who wasn't helpfulI requested for the funds to be overnighted to me and I will provided no answerI don't know what else to do at this point because no one will helpEveryone pushes this under the rug and thinks if I don't say anything then it will go awayNo I am requesting in writing for my funds to be overnighted to *** * *** *** *** *** Phoenix AZ 85021Regards, *** ***

In Ms***’ follow up filing, Ms*** stated that she ported-out her lines of services to another wireless service due to incorrect information she was provided regarding a phone promotional offer. Ms***’s account was assessed Lease cancellation and the Lease Device Purchase Amount chargesTherefore, Ms*** requested that Sprint review these matters, and adjust her account accordingly 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 website via 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 Upon Ms***’s device activation, she was provided with a clear disclosure of her equipment purchase, and all other applicable fees and chargesFurthermore, we were able to locate signed copies of her Lease Agreements, which includes a description of the charges in questionBased on our review, we were unable to identify any miscommunication or billing error regarding the terms of the charges assessed to her account on Sprint’s part. As such, the charges reflected on her account are valid. Upon further review of our records, phone numbers ending in ***, ***, *** and *** were ported-out to another wireless service provider on May 20, Since Ms*** participated in Sprint’s Monthly Installment and Leasing programs, her account was cancelled and automatically assessed Lease cancellation, Lease Device Purchase and Accelerated Amount charges totaling $1,as reflected on her June invoice During our conversation with Ms*** on July 20, 2017, although we maintain that no credit is due, in an effort to amicably resolve this matter, we offered her the option to return the phones provided they are in good working condition and undamaged and waive her device cancellation chargesHowever, Ms*** advised us that she has traded in three of the devices and the remaining device is damaged. As a result, we respectfully decline Ms***’s request to apply an adjustment to her accountSince Ms*** does not have devices to return; our decision remains. While it is our goal to arrive at an amicable resolution to all of our customers’ concerns, we regret that we have been unable to do so in this case. Although we have previously discussed the reasons supporting our decision with Ms*** in detail, it is apparent that she will continue to consider the resolution to this matter unsatisfactory. Consequently, all further inquiries regarding this matter will be met with the same response

According to the information provided, Mr*** expressed his dissatisfaction with the level of customer service he received from our Customer Care group while attempting to resolve his account concerns. According to Mr***, he relocated to NY from MN two years ago. However, he is
being charged for NY and MN taxes while residing in NY. Mr*** requested that Sprint review this matter and apply the appropriate adjustments to his account Sprint has reviewed Mr***’s complaint. 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 website via 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 Sprint has reviewed Mr***’s complaint. According to our records, Mr*** was not double billed for taxesPlease be advised that taxation is primarily based on the subscriber address for each phone lineThere are a few charges (Account Spending Limit & Late fees) that tax based on the billing addressMr*** billing address for this account is Lefferts Ave, Brooklyn, NY However, the subscriber address on phone number ending in *** was not updated at the time the billing address was updatedAs such, the MN taxes continue to appear on Mr***'s invoices. The subscriber address for phone number ending in *** was updated on September 21, Please be advised that we calculated the difference in tax between the two jurisdictions to see if there was a difference in tax between Minnesota & New York and we confirmed that Mr*** is not due a tax credit, due to NY has a higher tax rate than MN We spoke with Mr*** on October 13, 2016, and provided him with our findings. He confirmed that his issue has been resolved and has no other issueWe apologize for any inconvenience this matter may have caused Mr***

July 5, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case ***-Rebuttal, *** *** Sprint Account XXXXX*** Sprint Case *** To Whom It May Concern: Sprint is in receipt of the follow up inquiry of Mr*** ***. We appreciate your assistance in bringing our customers’ concerns to our attention. In his rebuttal, Mr*** stated that he requested that our Total Equipment Protection (TEP) option be added to his line of service associated with the new iPhone device that he recently obtained with a lease agreementHowever, he later discovered that he was being billed for TEP on both of his lines of service. He then advised that he contacted our Customer Care department to have TEP removed from his second line but discovered that we removed the option from the incorrect line. He requested that we correct the matter, provide compensation for erroneous TEP charges and for the time taken to address this issue We regret any possible misunderstanding that may have occurred related to Mr***’s TEP concerns. Our records reflect that the TEP option associated with this referenced line of service associated with his Apple device was cancelled at his request on November 16, 2016, and that his monthly invoices since that time reflect that TEP was not active on that line of service. Additionally, we have no record of Mr*** contacting us after November 16, 2016, to advise that the TEP was removed from that number in errorOur records further reflect that Mr*** cancelled both of his lines of service on June 9, As a result, device lease cancellation fees totaling $are pending to his account. We spoke to Mr*** on June 16, 2017, and provided him with the above-referenced information. Although we were unable to identify any error on the part of Sprint in this matter, we offered an account credit of $to offset his disputed TEP billing and a portion of his final month’s charges. We advised Mr*** that he would be responsible for the remaining amount of $that will reflect on his June invoice. Mr*** accepted our offer, and we applied the credit as agreed. He then contacted us again on June 22, 2017, and remitted his payment of $134.38. As a result, his next invoice should reflect a zero balance. We spoke with Mr*** again on June 27, 2017, and confirmed his matter is resolved and that he has no further concerns regarding his account We regret any inconvenience these matters may have caused Mr***. If we can be of further assistance with these concerns, he can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, extension ***. I am available Monday through Friday between 8:a.mand 4:p.mCentral Time Sincerely, Ann HExecutive Services Analyst

June 28,
Consumer Specialist
Kansas City Revdex.com
Ward Pkwy, Suite
Kansas City, MO
Re: Revdex.com Case ***, *** ***
Sprint Account xxxxx***
Sprint Case ***
To Whom It May Concerns:
This is in response to the
letter received by our organization on June 13, regarding Ms*** ***We would like to thank you for the opportunity to respondWe at Sprint do see customer satisfaction as our priority and therefore regard every issue as critical and important
Ms***’s filing expressed her dissatisfaction with the monthly Access charges associated with phone line ending in ***Ms*** stated she visited a retail store to porther phone lines from another wireless service provider during the monthly Access waiver promotion; however, the retail store representative did not poall the phone lines as requestedMs*** requested that Sprint review this matter and adjust her account accordingly
Sprint has reviewed Ms***’s complaintAccording to our records on September 26, 2015, Ms*** porttwo phone lines on the 10GB Data Shared plan and accepted a Sprint promotion with the following criteria: poyour phone lines from a competing service provider via the Monthly Installment program or the Lease program and have the $monthly access charge waivedOn September 29, 2015, Ms*** activated phone line ending in ***Please note, the phone line ending in *** does not qualify for the Sprint promotionTherefore, Ms*** incurred a $Phone Access charge
Based on our account review, we were unable to substantiate Ms***’s claim that our retail store did not pothe phone line ending in *** during the monthly Access waiver promotion as she requestedOn January 4, 2016, Ms*** portphone line ending with *** and changed the phone line ending in *** to ***Upon completion of our review, we determined that phone line ending in *** did not qualify for the above promotion
In an effort to reach a satisfactory and mutually acceptable resolution, we contacted Ms*** on June 27, 2016, and offered her a one-time credit of $to her accountMs*** accepted our offerAs such, she expressed her satisfaction with our resolutionWe apologize for any inconvenience this matter 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 ###-###-####I am available Monday through Friday between the hours of a.mand p.m., Eastern Time
Sincerely,
Cheryl S
Executive and Regulatory 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:
Sir, this is to inform you that my complaint ID *** has been resolved, thank you very much for your
help
Regards,
*** ***

April 25, To Whom It May Concern: Sprint is in receipt of the above-referenced complaint from Mr*** ***, submitted on March 31, We apologize for any inconvenience that Mr*** experienced as a result of this matter and appreciate your assistance in bringing our customers' concern
to our attentionAccording to the information provided, Mr*** expressed his dissatisfaction with the monthly service charges assessed on his accountAccording to Mr*** he was quoted a monthly service charge of $per month, which includes a monthly lease agreementHowever, his monthly service charges have exceeded his expectationsMr*** requested that Sprint review this matter and honor the offer that was provided by our Customer Care groupSprint has reviewed Mr***'s complaintAccording to our records, Mr*** established on October 19, 2014, he established his account with Sprint with one line of service and was placed on Individual plan, which totaled $including applicable taxesOur records further show, on March 6, 2016, Mr*** contacted Sprint and upgraded his device on phone line ending in *** to a Samsung Galaxy Sdevice via Sprint’s Leasing programUpon the completion of the upgrade, Mr*** a $monthly loyalty service credit to offset his lease monthly charge of $and an additional $courtesy credit for two months was applied to his accountAdditionally, Ms*** is receiving an 18% employee discount towards his monthly service chargeBased on our review, we are unable to identify any billing errorsWe spoke with Mr*** on April 14, 2016, and further discussed his account concernsIn an effort to amicably resolve the matter, we offered a one-time courtesy credit of $240, which is for the difference of $over months, and we offered additional credit for the recent accessory purchase and Activation Fee of $As a result, a total credit of $was applied to his accountMr*** was satisfied with our resolutionWe apologized for any inconvenience Mr*** may have experienced while attempting to resolve this matterWe appreciate Mr*** for taking the time to provide us with the details of his experience with our customer service representativesWe are continually striving to improve the quality of service provided to our customersPlease be assured that we value this feedback and will utilize the input to improve our training and processesIf we can be of any further assistance regarding this matter, Mr*** can contact me by calling our Executive and Regulatory Service Department toll-free at ###-###-####I am available Monday through Friday, between a.mand 2:p.m., Central TimeSincerely, *** **
*** *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. My suggestions for Sprint in the future, would be to better train their in-store staff to better recognize certain restrictions for the promotions they are offering their customersHad I known at the time that having an month lease was a requirement for this promotion, I would have made sure I was in that planThe sales representative offered to waive my down payment and I accepted, the representative knowing that I was still planning to be in the BOGO lease offerIf sales representatives themselves do not know the restrictions, how can consumers be expected to know? I look forward to my further service with Sprint, and am happy that this issue was resolved. Thank you,
*** ***