Sprint Corporation

July 10, 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 with your office by Ms*** ***. We appreciate the opportunity to address her concerns. Based on the information provided in her inquiry, Ms*** advises that her account has been charged for phones that were returned a couple months ago. She also advises that her account has been overcharged, is now disconnected, and that she has been assessed $2,in fees. We attempted to reach Ms*** via email and telephone on June 27, 29, and 30, 2017. We also mailed a letter to the address on file on July 3, 2017, requesting that she contact us regarding this inquiry. Unfortunately, we have not received a response. Sprint is committed to protecting the privacy of our customers. In accordance with that commitment, we take measures to verify or authenticate that callers are authorized to discuss and/or make changes to an account. Specifically, we require that each account has a PIN and a security question and that the PIN or security question 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. We look forward to speaking with Ms*** so that we may obtain additional details and address her billing concerns. We regret any inconvenience that this matter may have caused Ms***. If she needs further assistance with this matter, she can contact me toll-free at ###-###-####, ext***. I am available Monday, Tuesday, Thursday, and Friday from a.mto p.m., Central Time Sincerely, Michal MExecutive Services Analyst

I guess there billing cycle is a month behind, so when I checked later in the month and the amount owed was 0, but not up to dateThey have removed the late chargesand I do owe them a monthsorry for the inconvenience. ID is my complaint number
Regards,
*** ***

[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 Is it possible to receive a statement showing that our credit was not effected by this being turned into collections?
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:This customer service representative that has been managing my Revdex.com report has not listened to a word I said but take bits in pieces 1)My phone coverage is NOT limited to a single location, nor a single phone on our account It’s everywhere with everyone! I told him this numerous times but he continues to ignore it Very rude and unprofessional representative to take care of these type of escalations 2)Poor representatives...YES, whether it be the purchase of my phone or any technical support They lie to me, make me waste days of troubleshooting to be left without a resolution Yes, they may have web service instead of phone support but that’s what caused this issue to begin with They blocked me from ordering my device on the web, which I called in to report based on the number it showed to call in “RED” Also, he never confirmed when I am getting the booster “magic box”, which another manager said they will be sending.That same person that offered the “Magic Box” also stated that sprint puts old software to our account “ALL PHONES” due to being grandfathered in This software was explained that I don’t get efficient coverage “signal wise”...so not allowing phones capable of great capability to link in to the newest channels or connectivity that is developed. To confirm what I am complaining about, since this manager “executive” refuses to listen to me verbally My phone and all phones on our account are having issues in any location (not a single location) with drop calls, echoing, LTE connectivity, and slow speeds when browsing or downloading Our plan is a NO throttle plan This has been a issue for many many years and I have complained multiple times and called in but they always blamed the phone and NEVER followed up when trouble shooting on there end So, when I finally received my NEW phone in and see it’s still an issue, they made me spend money on something I didn’t need to buy Also, I would have switched carriers because I know Verizon, AT&T, and T-Mobile work much better per my family.I need that “Magic Box” I was promised for my location and one to replace an Airwave that doesn’t work at the account location.For all the troubles, I need compensation...I requested of things plus official resolve of the connectivity issue with cellular and data I need either months free or provide the IPhone X I just purchased free of charge I normally don’t ask this but I am tired of Sprint continuous lies and political remarks Literally, this guy blamed everything from airport, to driving and I am sure he has much more up his sleeves He tried to pull a fast one and close this case by only assigning a technician without resolution on service or the other above issues I also told him I can only be reached after eastern and sometimes after He refused to acknowledge it and spoke so fast like he was in a rush to get rid of me Very bad customer service and he has no empathy for a customer, as we have been receiving crappy service
Regards,
Anthony L***

November 21, 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 November 18, 2016. We are confident the issue outlined in the complaint has been addressed and resolved. In the inquiry, Mr*** indicated he visited a retail location on July 30, 2016, to inquire about upgrading one line of service. The employee assisting him offered him a new plan that would lower his monthly cost of service. He indicated he was paying approximately $per month before he accepted the plan change. He further states his following invoices were higher than the amount he believes he was quoted. As a result, he went back to the retail location in an attempt to gain resolution but his matter remains unresolved. We reviewed Mr***’s account, and on July 30, 2016, we confirmed his service plan was changed. In addition, he upgraded phone numbers ending *** and *** with a lease Buy One Get One free offer. His invoice reflects the lease charge for each line of service, but a lease credit awards on the 30th of each month. As a result, his bill is $higher until the lease credit awards. In addition, phone number ending *** is under a two-year service agreement and is assessed a $Phone Subsidy Charge until the service agreement is satisfied. We confirmed the agreement was satisfied on October 7, 2016. Going forward, this line of service will not be assessed the $Phone Subsidy Charge unless a device is purchased with discounted pricing. Although we were unable to confirm a Sprint billing error, to resolve the matter amicably, we applied credit for the $Phone Subsidy Charge reflected on his August, September, October and November invoices. We compared his current plan cost to his previous plan cost and the new plan which he subscribes does have a lower cost. We provided Mr*** a breakdown of his monthly service cost including plan, equipment, and Total Equipment Protection. He was satisfied with our handling of the matter We appreciate Mr*** for taking time to provide details his experience at the retail location. We are continually striving to improve the quality of service provided to our customers. Please be assured that we value customer feedback and that his concerns will be forwarded to the appropriate managerial staff for further review 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

November 17, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File ***, *** *** Sprint Account XXXXX*** Sprint Case *** To Whom It
May Concern: Sprint is in receipt of the inquiry filed by Ms*** ***We appreciate your assistance in bringing our customers’ concerns to our attention. According to the information provided in Ms***’ inquiry, she advises that the display screen on her iPhone that was sent to her as a replacement would not power on. Therefore, she canceled her account, and returned her iPhone to a Sprint store. As a result, Ms*** is disputing the charge billed to her account for the device purchase price, and she is requesting that we review this matter Our records reflect that Ms*** returned the referenced iPhone to a store on September 24, 2016; consequently, we applied a $credit to her account to offset the device purchase price, including taxes. As a result, her account reflects an $balance, which Ms*** paid in full on November 14, 2016. As a result, her account in in final status and reflects a zero balance We appreciate Ms*** for taking time to provide details of her experience with our customer service department. 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 If Ms*** needs further assistance, she can contact the Executive & Regulatory Services *** toll-free at ###-###-####, extension ***. I am available Monday, Tuesday, Thursday, and Friday from 7:a.mto 5:p.m., Central Time. Sincerely, Michal MExecutive Services Analyst

October 5, Revdex.com Ward Parkway, Suite Kansas City, MO RE: Revdex.com Inquiry ***, *** *** Sprint
Account xxxxx*** Sprint Case *** To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry submitted by Ms*** ***. We appreciate the opportunity to address her account concernsAccording to the information provided in Ms***’s inquiry, she states she has a billing dispute about the cost of her plan. She indicated she was quoted $a month, but her bill is higher. As a result, she is requesting we review the matter. During our discussion with Ms*** on September 30, and October 4, 2016, we provided the breakdown in cost associated with the three phone lines and one tablet line of service on her account. In an effort to address her monthly costs, we canceled her tablet line of service with phone number ending ***, as she was close to her two-year service agreement fulfillment date. She will not be assessed an Early Termination Fee We also reviewed new plan options with Ms***, and she agreed to change her service plan effective her next billing cycle, October 7, 2016. We also explained that she receives a $lease credit as part of a buy one, get one free promotion. The lease credit awards on the 24th of each monthWe will follow up and review Ms***’s October invoice We appreciate Ms*** for taking the time to provide us with the details of her customer service experience. Please be assured that we value her feedback We regret any inconvenience that she may have experienced as a result of this matter. If we can be of further assistance, Ms*** can contact our Executive & Regulatory Services department toll-free at ###-###-####, ext***. I am available Monday, through Friday between 8:a.mand 4:p.m., Central Time Sincerely, *** HExecutive Services Analyst

March 11,
Revdex.com
Ward Parkway, Suite
Kansas City, MO
Re: Revdex.com Complaint ***
Account XXXXX***, *** ***
Case ***
To Whom It May Concern:
On March 4, 2016, Sprint received an inquiry submitted by your office on behalf of Mr
*** ***According to the information provided, Mr*** is disputing the $Airave non-return fee billed to his account, stating that he was not advised to return the Airave deviceWe appreciate your assistance in bringing Mr***’s concerns to our attention
We regret any inconvenience Mr*** may have experienced as a result of this matterAccording to our Airave terms and conditions of service, the Airave will remain the property of Sprint and it must be returned if the Sprint service in connection with the equipment is discontinued or terminated for any reasonFailure to return the equipment within days of cancelation will result in the customer being assessed an Airave non-return fee
On March 8, 2016, we contacted Mr*** via email to discuss his concerns in detailAlthough the disputed charge is valid and normally would be sustained, we have applied a credit in the amount of $to his account to offset the Airave non-return fee in fullAs a result of this credit, the canceled account reflects a zero balance
We regret any inconvenience this matter may have caused Mr***If additional assistance is required, please contact me by calling the Executive & Regulatory Services department toll-free at ###-###-####, extension ***I am available Monday through Friday between 8:a.mand 4:p.m., Central Time
Sincerely,
Susan F
Executive Services Analyst

December 28, 2016 Revdex.comWard Parkway, Suite 401Kansas 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 inquiry of Ms*** ***We appreciate your assistance in bringing our customers’ concerns to our attention According to the information provided, Ms*** stated that she has not been able to add a new subscription to her existing plan and purchase a new device on a two-year service agreement. As a result, she is requesting that we add a subscription to her existing family service plan and sell her the device at a subsidized cost in exchange for a two-year service agreement During our discussion with Ms*** *** on December 13, 2016, we apologized for any inconvenience she may have experienced as a result of this issueFurther, we confirmed that she was able add a subscription of service and purchase the subsidized device in exchange for a two-year service agreement. Additionally, we agreed to add the subscription to her existing family planMs*** accepted the offer and is satisfied with the resolution We appreciate Ms***’s taking the time to provide us with the details of her experience with our Customer Care group. We regret that the level of service she received was not indicative of the world-class service we strive to provide. The feedback she provided has been forwarded to the appropriate management staff for further review. If I may be of further assistance with this matter, please contact me by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####. I am available Monday, Tuesday, Thursday and Friday from a.mto p.m., Central Time. Sincerely, Tobias 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,
*** *** I appreciate Sprints immediate response to the Revdex.comAfter days of individual attempts by phone/mail/in person and by computer I was unsuccessful on my ownI am satisfied with the resolution and I appreciate the Revdex.com assistance in this matterIt was much neededJust another reminder for SPRINTMy maiden name was ***yI was married years ago and my current last name is ***But I will address that with them again at the next billing cycleI appreciate Sprints final response and I very much enjoyed working with Stan and Ron at the very endThey are wonderful representatives of the company and were very sensitive to my needs and my urgency.Thank you Again.*** N ***

December 23,
*** ***
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 Ms*** ***We appreciate your assistance in bringing our customers’ concerns to our attention
In her inquiry, Ms*** states that her device is malfunctioning and is requesting a new replacement device
We attempted to contact Ms*** via telephone and e-mail on December 7, 8, 10, and 14, 2015, to discuss her reported concerns in detailWe also sent a letter to her address on file to alert her of our attempts to reach her to discuss these mattersUnfortunately, we have been unable to reach her
We appreciate Ms***’s taking the time to provide us with the details of her 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 customer feedback and will utilize this input to improve our training processes
We regret any possible misunderstanding that may have occurred related to the replacement of Ms***’s deviceOur records reflect that her replacement device was ordered on December 6, 2015, at no additional cost to her, and that it was activated on her account on December 9,
If you have questions regarding this concern or if Ms***’s reported concerns remain unresolved, you or she 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

January 21,
*** ***
Revdex.com
Ward Parkway, Suite
Kansas City, MO
Re: Revdex.com Complaint ID ***
Sprint Account XXXXX***, *** ***
Sprint Case ***
Dear Ms***:
Sprint is in receipt of the above-referenced complaint of Ms***
***We appreciate your assistance in bringing our customers’ concerns to our attentionAccording to Ms***’s complaint, she was informed her account would not incur the $phone access charges due to a special promotional offer; however, since that time, each of her three lines has incurred this charge, which she is disputing
We have been in communication with Ms*** via email regarding her account disputeBased on any misunderstanding that may have occurred regarding her current service plan, we have agreed to waive the $phone access charges for a period of monthsThe promotion was added to Ms***’s account on January 13, 2016; however, it may take up to two months to awardIn the interim, we will manually adjust the access charges until the promotion awardsMs*** expressed satisfaction with this solution
We appreciate Ms*** for taking the time to provide us with details of her recent customer service experienceWe are continually striving to improve the quality of service provided to our customersPlease 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 matterShould Ms*** require further assistance regarding this matter, I can be reached by calling our Executive & Regulatory Services department toll-free at ###-###-####, extension ***I am available Monday through Friday from a.mto p.m., Central Time
Sincerely,
April ***
Executive Services Analyst

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Assumed Answered]
Complaint: ***
I am rejecting this response because:
There was no help w my bill and how expensive it is and also the representative was rude to me and was very sarcastic I’m soon going to cancel my service with sprint
Regards,
B*** G***

Executive & Regulatory Services POBox 169014, Irving, TX June 8, Revdex.com Ward Parkway Kansas City, MO Re: Revdex.com Complaint *** Sprint Account XXXXX***, ***
*** Sprint Case *** To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of Ms*** ***. We appreciate your assistance in bringing our customers’ concerns to our attention. In her inquiry, Ms*** stated that was convinced to establish a new line of service to replace a current device. She states that she was informed she would not be responsible for the charges of the new phone; however, she is being billed for the new phone. She has requested Sprint to honor its promise of an account credit Our records reflect that Ms***’s original device was defective due to water damage. 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 our network. 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. As outlined in the terms of our TEP coverage, replacement equipment may be reconditioned of the same or equitable value, and a payment of a deductible is required at the time of the replacement claim. Written details of our TEP coverage terms and conditions are provided to customers from the program vendor when TEP coverage is elected. Unfortunately, Ms*** does not subscribe to the TEP option. Because Ms*** did not subscribe to TEP, she elected to purchase a new device via a Lease Agreement by adding a new line of service. She later swapped the new device with her damaged device. The Lease Agreement associated with the damaged device was canceled and the account was assessed valid Lease Cancellation and Device Purchase charges. Our office spoke with Ms*** on May 22, 2017, and as a courtesy offered to waive the Lease Cancellation charge reflected on her May invoice. Ms*** accepted our offer as resolution. We have confirmed the return of the damaged device and applied credits totaling $to her account. The Lease Agreement for the new device is valid and remains active. If Ms*** would like to discuss this matter in detail, she can contact me directly by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext3519. I am available Monday through Friday between 9:a.mand 5:p.m., Central Time Sincerely, Terrence MExecutive Services Analyst

My name is *** ***; you help me with a case against SprintMy phone was replaced and I'm happy with the result at this time, case#*** so you close it out now and thanks for your assistance

Executive & Regulatory Services POBox 169014, Irving, TX July 26, 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 rebuttal complaint of Mr*** ***. We appreciate your assistance in bringing our customers’ concerns to our attention. In his complaint, Mr*** stated that his monthly service plan does not reflect the service charge he was initially quoted. Mr*** further stated that while attempting to resolve his concern, his service was interrupted due non-payment. He has requested that Sprint improve its billing practices and honor their commitments. We attempted to contact Mr*** by telephone and e-mail on July and 24, 2017, to discuss this matter in detail. Unfortunately, we were unsuccessful. However, we have confirmed that Mr***’s service is active. Because Mr***’s inquiry did not specify an outstanding concern, we trust that his issue was resolved by our customer service department. If Mr*** still requires assistance, we look forward to speaking with him and encourage him to contact usMr*** should have his PIN and security information available when he contacts us We appreciate Mr***’s taking the time to share the details of his customer service experience. Sprint is continually seeking ways to improve the level of customer service provided. Please be assured that we value his feedback and will utilize it to improve our training processes We regret any frustration this matter may have caused and look forward to speaking with him regarding his concerns. If I can be of further assistance, 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 MExecutive 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,
*** ***

June 8, To Whom It May Concern: On May 24, 2016, Sprint received an inquiry submitted by your office on behalf of *** ***. According to the information provided, Mr*** visited a store location to upgrade his line and sign a lease agreement for a
Samsung Galaxy SEdge device For signing the lease on the Samsung Galaxy SEdge device, he was advised that he also qualified for a promotional offer to receive a free Samsung Gear VR headset and a 6-game bundle pack; however, he has yet to receive the headset or game bundle. We appreciate your assistance in bringing Mr***’s concerns to our attention We regret any frustrations Mr*** may have experienced while attempting to resolve his concerns. On May 27, 2016, we contacted Mr*** to discuss his concerns in detail. At that time, we contacted the management team of the store location for further assistance in resolving Mr***’s concerns. The store manager has been in contact with Mr*** and agreed to deliver the promotional items to him by Thursday, June 9, If additional assistance is required, please contact me by calling the Executive & Regulatory Services department toll-free at ###-###-####, extension ***. I am available Monday through Friday between 8:a.mand 4:p.m., Central Time Sincerely, *** *Executive Services Analyst

November 2, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File ***, Maladen M*** Sprint Account xxxxx*** Sprint Case *** To Whom It May
Concern: Sprint is in receipt of the above-referenced inquiry of MrMaladen M***. We appreciate your assistance in bringing our customers' concerns to our attention In the information provided, MrM*** expressed his dissatisfaction with our assessing charges to his account for over a year and a half for a device that was presented to him at the time it was acquired as free due to an equipment promotion. He also described unfavorable customer experiences during his attempts to address that matter and advised that he has subsequently terminated his services with us as a result of those actions. We regret any possible misunderstanding that may have occurred with regard to our referenced Samsung Galaxy SBuy-One-Get-One (BOGO) promotion; however, we were unable to identify a Sprint error in this matter. Our records reflect that MrM*** purchased and activated a new Samsung Galaxy Sdevice to one of his Sprint lines of service on March 21, 2016, and that he purchased and activated his second noted Samsung Galaxy Sdevice to another of his lines of service on March 24, 2016. Although his chosen device models matched the requirements of the promotional offer, that offer also requires that both devices be purchased on the same date in a single transaction. As such, MrM*** did not qualify for BOGO promotional credits. During our October 27, 2017, conversation with MrM***, we discussed the information outlined above and confirmed the dates of his device purchase transactions. In addition, based on the written communication provided to him during and after those sales transactions, we respectfully advised that no credit or refund is warranted in this matter. We then confirmed that his Sprint account is in closed status with a zero balance Although MrM*** may disagree with our position, we are confident that his concerns have been fully reviewed and addressed. It is our goal to find amicable resolutions and build positive business relationships while addressing our customer concerns, and it is unfortunate that we were unable to do so in this situation. We appreciate MrM***’s taking time to provide details of his experience with our sales representatives. We are continually striving to improve the quality of service provided to our customers. Please be assured that we value customer feedback and that this information has been forwarded to the appropriate managerial teams for additional review. We regret any inconvenience these matters may have caused MrM***. If we can be of further assistance with these issues, MrM*** can contact me directly by calling our Executive & Regulatory Services department toll-free at 1-844-282-8211, ext***, and referencing case ***. I am available from 7:a.mto 3:p.m., Central Time, Monday through Friday Sincerely, Stan SExecutive Services Analyst

January 20,
*** ***
Revdex.com
Ward Parkway, Suite
Kansas City, MO
Re: Revdex.com File ***, *** ***
Sprint Account XXXX***
Sprint Case ***
Dear Ms***:
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*** cited his dissatisfaction with the level of customer service received from our representatives during his attempts to address device concerns, citing that he reported issues with his device on multiple occasions but that the matter was not corrected in a timely manner and that he was finally directed to file a claim using his device insurance due to apparent damage on his device that voided his warrantyMr*** requested that we provide a refund of the $deductible that he paid to our device insurance vendor, Asurion, due to his belief that the intermittent device malfunction was not the result of any action on his or the device user’s part
We appreciate Mr***’ taking the time to provide us with the details of his experience with retail and technical representativesWe are continually striving to improve the quality of service provided to our customersPlease be assured that we value customer feedback and that this matter has been forwarded to the appropriate management team for additional review
We regret any difficulty Mr*** or the user of his referenced equipment may have experienced as a result of his reported device malfunctionsHowever, our records reflect that the device was evaluated by technical representatives but that we were unable to recreate the reported issuesWhen our representatives attempted to assist with the repair or replacement of his device, we identified that the device had signs of having been dropped due to a scratch on the display, which led to the determination that the equipment was no longer eligible for coverage under the one-year manufacturer’s limited warrantyAs such, our representatives suggested that Mr*** should file a claim using his Total Equipment Protection (TEP) device insurance option
During our conversation with Mr*** on January 6, 2016, we confirmed the information detailed aboveWe also advised him that the $deductible, paid directly to Asurion, is not refundable, as outlined in the terms of his TEP coverage, which was sent to him when he initiated the option on his Sprint account and is also available on our website at www.sprint.com/tepHowever, due to any possible misunderstanding that may have occurred regarding his TEP coverage, we offered to apply a $credit to his Sprint account to offset an amount equivalent to the disputed deductive if he could provide a copy of his receipt reflecting the $payment to AsurionMr*** accepted our offer and agreed to provide that documentation at his first opportunity
We received a copy of Mr***’ receipt on January 14, 2016, and, as agreed, applied a credit of $to his accountWe also made a follcall to Mr*** on the same day and left him a voicemail message advising of our actionMr*** did not return our call; however, we believe that this concern has been fully resolved to his satisfaction
We regret any inconvenience these matters may have caused Mr***If Mr***’ concerns regarding these issues remain unresolved, he can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext***I am available Monday through Friday between a.mand p.m., Central Time
Sincerely,
Minnie S
Executive Services Analyst