Sprint Corporation

June 16, 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*** ***, filed on behalf of *** ***. We appreciate your assistance in bringing our customers’ concerns to our attention. In her inquiry, Ms*** stated that our office informed her that we would research the delay of her return kit and the buyback credit she believes is due to her. She also inquired about the purchase price according to the terms of her Lease Agreement compared to the retail value of her devices. Ms*** stated that she is willing to pay the retail value of the devices less the lease payments previously applied. She also stated that the lease charge of one of her devices has not been adjusted to reflect a GB instead of a GB. Ms*** reiterated her concern with the credit evaluation that was performed when activating her service. She has requested to be released from her agreements After researching Ms***’s concern, we spoke with her June 6, 2017. During our conversation, we explained that a copy of her invoice reflecting termination or device cancellation charges was required to register her for the contract buyout promotion for her line of service ending ***She informed our office that there is not a termination or device cancellation charge associated with the line of service ending ***. Therefore, the reimbursement amount would be zero, and the return of the associated device from her previous service provider is not necessary. Ms*** was charged for the value of her devices according to the Lease Agreements she signed when purchasing the devices. According to the Lease Agreements, the total value of each device is $per Lease Agreement, and if the Lease Agreement is canceled prior to its satisfaction, the unpaid balance of the Lease Agreement will be assessed to her account in addition to a Device Purchase charge of $176. The device charge will be credited upon the return of the associated device. Ms*** informed our office that she turned in her Sprint devices to her new service provider. She also informed our office that one of her Lease Agreements reflected a GB device instead of GB, which is consistent with the other Lease Agreements. After confirmation, we applied credits totaling $to offset the difference with what she should have been charged, $516.96, and what is reflected on her Lease Agreement, $622.89, for the line of service ending *** As stated in our Terms and Conditions of Service, a credit evaluation is required to activate service with Sprint. We regret any miscommunication that may have occurred regarding this matter. Lastly, we are unable to comply with Ms***’s request to release her from the terms of her Lease Agreements. If I can be of further assistance regarding this matter, I can be reached 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 MTerrence MExecutive Services Analyst *** c: Mr*** ***

August 17, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File 12301614, *** *** Sprint Account XXXXX
Sprint Case To Whom It May Concern: Sprint is in receipt of the inquiry filed with your office by Mr*** ***. We appreciate the opportunity to address his concerns. Based on the information provided in Mr***’s inquiry, he states that since February he has been experiencing difficulty making and receiving calls, as well as sending and receiving text messages. He also advises that he has made several calls to our Customer Service Department and was recently advised that a tower in his area was being repaired. He is requesting that we review this matter, and apply a credit to his account for the time that his service has been impacted We regret that the coverage in MrMeadow’s area is falling short of his expectations. We constantly monitor our network for service and capacity related issues and work diligently to address any concerns we identify or are brought to our attention by our customers. We confirmed that there were multiple tower repairs occurring during the time that Mr***’ advised that he was experiencing poor service. We confirmed that almost all of the tower repairs have been completed During our conversation with Mr*** on August 15, 2017, he advised that service has greatly improved in the last two weeks since filing his complaint, and he is requesting credit for the time that his service was impacted. In appreciation of Mr***’ continued patronage, we offered a credit to his account for $64.27, which is equivalent to one monthly calling plan charge. Mr*** expressed his satisfaction with our offer and accepted. We regret any inconvenience this matter may have caused Mr***. If he needs further assistance, he can contact me toll-free at 1-855-848-3280, ext***. I am available Monday, Tuesday, Thursday, and Friday from a.mto p.m., Central Time Sincerely, Michal MExecutive Services Analyst

January 25, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Inquiry ***, *** *** Sprint Account xxxxxx
Sprint Case *** To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of Mr*** ***, an authorized end user on the account of Ms*** ***. We appreciate your assistance in bringing our customer’s concerns to our attention. In his inquiry, Mr*** states that a Sprint store representative advised him that he would be able to activate his Verizon branded Samsung Note and SPlus phones on Sprint’s network; therefore, he states that he paid Verizon $2,for his phones and ported his phone lines to Sprint. However, Mr*** states that after porting his phone lines to Sprint, the devices were unable to be activated on Sprint’s network. He further states that a ticket was created, which confirmed that the devices in question could not be activated on Sprint’s networkAs a result, Mr*** requests that Sprint exchange both the Samsung Note and SPlus Verizon devices with Sprint devices of the same models Sprint offers Bring Your Own Device (BYOD) options for its customers; however, our BYOD program is limited to specific, eligible devices at this time. Our eligible device lineup and the details associated with our BYOD program are located online at www.sprint.com/landings/bring-your-own-phone/. Generally, if the non-Sprint device is a CDMA device, voice services may function, although many other features and services may not and system and network updates may become problematic over time with the non-Sprint device. Sprint works carefully with device manufacturers to optimize Sprint devices for the Sprint network, systems and software choices to ensure the best possible wireless experience. Unlocking a device is a general term that refers to one or more types of device unlockingMSL unlocking refers to providing an MSL code in order to disable software that sets device parameters and prevents the device from activation on a different networkUnlocking also refers to enabling the SIM slot of your device to allow you to insert another carrier’s SIM card (either domestically or internationally.) Unlocking a device will not necessarily make a device interoperable with another carrier’s networkIn other words, a device designed for one network is not made technologically compatible with another network merely by unlocking it. Additionally, unlocking a device may enable some functionality of the device but not all (e.g., an unlocked device may support voice services but not data services when activated on a different network)Additional information about Sprint’s unlocking policy may be found at www.sprint.com/unlock. During our discussions with Mr***, we advised him that we have confirmed that his noted devices are not eligible for our BYOD program and are not supported for activation on Sprint’s network. We regret any possible misunderstanding that may have occurred regarding our BYOD program. In an effort to reach an amicable resolution to this matter, we offered Mr*** the option/ability to take advantage of any of our current promotions, as well as top dollar for the travalue of his Verizon devices, in addition to waiving his activation and shipping fees. Regrettably, Mr*** declined our offers. Respectfully, we are unable to grant Mr***’s request to exchange his Verizon devices for Sprint branded devices; however, should he reconsider, the aforementioned offer is available to him until February 10, Sprint regrets any inconvenience this matter may have caused Mr*** and appreciate his and Ms***’s business. If additional assistance is required, Mr*** can contact me by calling the Executive & Regulatory Services department toll-free at 1-844-282-8211, ext***. I am available Monday through Friday between 8:a.mand 4:p.m., Central Time Sincerely, Alethea BExecutive Service Analyst

December 21, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case *** Sprint Account xxxxx***, *** *** Sprint 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’ concern to our attention According to the information received, Ms*** indicates that she did not authorize a payment made to Sprint using her personal credit card We attempted to contact Ms*** by phone on December 13, 16, and 19, 2016, to discuss her concernWe have since been able to communicate with Ms*** via email regarding her payment concernsWe have advised Ms*** via email that she will need to initiate an investigation of the payment via her banking institutionHer banking institution will be able to reverse any unauthorized payment and complete the necessary investigation. If she would like additional information regarding her Sprint account and any payment information, it will be necessary that she speak with us We look forward to speaking with Ms*** and encourage her to contact us regarding any concerns she may continue to have with her accountMs*** should be advised that in order to discuss the details of her account, she must be able to authenticate her account. As a result, we want to advise Ms*** to have her PIN and security information available when he/she contacts us We regret any inconvenience that this matter may have caused Ms***. If we can be of further assistance with this matter, she can contact me by calling the Executive and Regulatory Services department toll-free at ###-###-####, extension ***. I am available Monday through Friday, between 7:a.mand 3:p.m., Central Time Sincerely, John CExecutive Services Analyst

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

August 1, 2017 Revdex.comWard Parkway, 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 inquiry filed by Ms*** ***. We appreciate your assistance in bringing our customers’ concern to our attention. According to the information received, Ms*** has requested clarification regarding Sprint’s unlocking policies regarding the Samsung Galaxy SEdge device purchased and activated on Sprint’s network. She stated that after she upgraded her device, she requested to have her Galaxy SEdge device unlocked. In addition, Ms*** is requesting to cancel her services with a waiver of any cancellation fees. Unlocking a device is a general term that refers to one or more types of device unlocking. Master Subsidy Lock (MSL) unlocking refers to providing a MSL code in order to disable software that sets device parameters and prevents the device from activation on a different network. Unlocking also refers to enabling the Subscriber Identity Module (SIM) slot of your device to allow you to insert another carrier’s SIM card (either domestically or internationally). Unlocking a device will not necessarily make a device interoperable with another carrier’s network. In other words, a device designed for one network is not made technologically compatible with another network merely by unlocking it. Additionally, unlocking a device may enable some functionality of the device but not all (e.g., an unlocked device may support voice services but not data services when activated on a different network). Additional information about unlocking may be found at sprint.com/unlock. Sprint will unlock a device under the following circumstances: Any associated Service Agreement, Installment Billing Agreement, or Lease Agreement has been fulfilled including payment in full of any applicable early termination fees or end-of-lease/installment billing purchase options. The associated account is in good standing. The device has not been reported as lost or stolen, associated with fraudulent activity, or otherwise flagged as ineligible to be unlocked.During our conversation with Ms*** on July 20, 2017, we confirmed that Ms***’s’ Galaxy SEdge device associated with phone number ending in *** is eligible for SIM unlockingMs*** made a payment to satisfy the balance owed on the device on June 15, 2017, and activated a new device the following day, the SIM unlock information was transmitted to the device in question on June 29, 2017. Further, we advised Ms*** that the device is unlocked and we offered to assist her in checking the settings on the Galaxy SEdge device, however; Ms*** did not have the device in her possession. Ms*** agreed to contact us once the device was in her possession. Further, we respectfully decline her request to waive her current and active Lease Agreement. We appreciate Ms***’s taking the time to provide us with her feedback regarding our customer service representatives. We are continually seeking ways to improve the quality of service provided to our customers. Please be assured that we value her feedback and that her concerns have been forwarded to the appropriate managerial staff for further review We regret any inconvenience that this matter may have causedIf I may be of further assistance regarding this matter, you can reach me by calling Sprint Executive & Regulatory Services department toll-free at ###-###-####. I am available Monday through Friday between 8:a.mand 4:p.m., Central Time. Sincerely, Tobias T.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: ***
Herein this portion of the business response is incorrect and a blatant misrepresentationthis is the referenced paragraph "After further review of Ms*** bill, we confirmed that the late fee was not a result of the device damaged fee charge, as our records shows a payment was made after the bill due dateWe also confirmed that the account was assessed an activation fee for new equipment purchasedA further review with our retail store confirmed that Mr*** did not qualify for a promotional offer to receive a discount off an iPhone X as the traded in device was leased and was not owned by the customer, as required for the promotion. n actuality and as was stated by "Michael - so called analyst".. it is impossible for there to be a late charge levied for any legitimate purpose because the account is on an auto pay basis. All billings except the outright misrepresentation of phone damage charges were PAID IN FULL ON TIMEThe portion of the egregious attempt to cause a charge to be levied regarding the falsehood of damaged equipment was a dispute, and should have been held in abeyance until the resolution of such dispute, not have charges levied against it. Further the aspect of the previous application of the promotion going forward.. the new phone was not delivered or provided upon the date of entering into a new phone upgrade agreement, therefore the discontinuance of the promo is not legitimate until the delivery of the reference new phone which wasn't until 2nd week in January. They (sprint) discontinued the promo in Novmy contention is that the time during which the I-phone was still the primary phone (end of Nov, the entirety of December and part of January, until which time sprint delivered and activated the new phone. I am resigning the aspect of the complaint regarding the distinct "stories" told by the local store regarding the cost of the phone service going forward on a monthly basis (only increasing by 4-dollars a month, as the store manager has changed his story times, each time telling a different version, and the fact the Sprint placed documents into the file regarding the lease agreement some months after the initial order. Clearly, sprint and as a modern day version of a media conglomerate/cartel, does not play by the same rule of ethics and above board representation as one might expect. I reserve the right to escalate this matter to States Attorney General on this aspectit is for now a matter of consideration on my part. Sprint in my personal view does not conduct itself in a manner of "my word is my agreement", and there we have the crux of the issue becoming he said she said and the sprint store manger essential in changing his words and story a total of times in my view is more about making the sale at all cost, ethics and honesty be damned. There is the further issue that at the same time as the upgrade transaction occurred, there was a promo for reduced cost I phone transactionsI have copies of the adsthere is no fine print or disclaimerthey now claim this transaction does not qualify. As you can see I am not dealing on a level playing field of proper disclosuretheir "analyst as much admitted there wasn't What I have stated is a matter of record because on Jan 20th the conversation which lasted close to hours with a sprint rep, and included three way conversations including the store manager to corroborate all these aspects was RECORDED by Sprint, a fact they now refuse to acknowledge or access or make available
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: ***
How
I am rejecting this response because: At date of purchase I was informed
there would be no issues with unlocking the phone in the futureI was more than willing to wait the months for the Sto release but again was told I would NOT have the same issues unlocking thie galaxy Sat the point of saleNow the same issue I've had in the past with Sprint is happening againI now have a + tax paper weightI can no longer use as a back up if damage occurs to my other phoneAs well as Sprint refusing to unlock my Samsung Sdue to their rules having a outstanding debtI want compensation for my device that I can no longer use at allThey have effectively stolen my propertyThe best example I can provide is as follows. If I sell you a car and inform you that you can drive it anywhere you want, and you decide to buy it with that information in mindOnly to find out you can only drive said car from your home to the dealership and no where else. How is that legal? How can you sell me something knowing full well I will have no use of it unless I stay on your network? How can you sell a product well after you agree to the government that ALL DEVICES you sell past feb will have the capability to be unlocked only to lieYou had Samsung build the devices to only work on your network as a means to lock people to your networkI am finding it hard to believeSomeone simply saying "I'm sorry if you were given misinformation at point of sale and days ago" is absolutely not acceptable for an expense on my partI consider this to be just shy of grand theft given the cost of the phone in accordance with state lawsYou are withholding my property and not allowing me to use it in a manner I see fit. Regards,
Anthony P***

May 4, Revdex.com of Greater Kansas City Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case ***, *** *** Sprint Account xxxxx*** Sprint Case
*** To Whom It May Concern: Sprint is in receipt of the above referenced inquiry. We appreciate your assistance in bringing our customers’ concerns to our attention According to the information provided, Ms*** stated that her bill was higher than she was quoted when she added a new service on her account. She stated that she was not informed there would be an additional $per month Subsidized Phone Charge on her subscriptionAdditionally, she stated that she was offered credits to remove the charges for a period of months. However, she is requesting to have the $Subsidized Phone Charge permanently removed from her account In our effort to provide clear communication about our devices, features, promotions and pricing, Sprint publishes an overview and our retail brochures, displays, partner stores, and web site at www.sprint.com have not deviated from the published information. In our continued efforts to provide all of our customers with the best pricing possible, we cannot fulfill any verbal offers that deviate from the formal and approved published device and/or service plan pricing. With respect, we would note that any invoice balance estimate provided by Sprint would not constitute a promise of future invoice balances. Changes to taxes, service plan selections including the addition of a device Lease or Installment billing option, additional purchases or subscriptions, would inherently result in invoice balance changes During our conversation with Ms*** on May 2, 2017, we explained that our records reflect that she upgraded to a new device on phone number ending in *** on December 4, 2015, and agreed to a new two-year Service Agreement. In exchange for the Service Agreement she received subsidized equipment pricing. Our records further reflect that she selected a new service plan on April 5, 2017, and the service plan she selected stipulates that devices purchased at a discounted rate will be assessed a $Subsidized Phone Charge until the end of the service agreement date. This information is disclosed as part of the purchase process and is outlined in our Terms and Conditions of Service which can be view at www.sprint.com/termsandconditions. We advised Ms*** that the charge is validAlthough her account was credited $in advance to offset the charge for a period of months, Ms*** continued to express dissatisfaction. As a result, since we value her business and in an effort to bring amount an amicable resolution to this matter we offered to provide an account concession credit in the amount of $to offset the $subsidized phone charge until the end of her service agreement date of December 3, However, she will continue to see the monthly charges for the $Subsidized Phone Charge until December Ms*** accepted our offer and confirmed her issue is resolved We appreciate Ms*** taking the time to provide us with her feedback regarding her experience with our customer service representative. Please be assured that this experience is not indicative of the level of service we expect from our employees. The feedback Ms*** provided will be forwarded to the appropriate management staff empowered to make changes in this area We regret any inconvenience Ms*** may have experienced while attempting to resolve this matter. If I may be of further assistance, Ms*** can contact me toll-free at ###-###-####. I am available Monday through Friday, between a.mand p.m., Central Time Sincerely, Beatrice RExecutive Services Analyst

Tell us why here...June 22,
Kansas City Revdex.com
Ward Pkwy, Suite
Kansas City, MO
Re: Revdex.com Case *** , *** ***
Sprint Account xxxxx***
Sprint Case ***
To Whom It May Concern:
Sprint is in receipt of the above-referenced
complaint of Mr*** *** submitted on June 19, We appreciate your assistance in bringing our customer’s concern to our attention
Mr***’s filing expressed his dissatisfaction with the balance reflected on his accountMr*** stated he was experiencing dropped calls and a low level of customer serviceIn addition, Mr*** stated he was informed he was not in a contract with Sprint and he could cancel his services at anytime without penaltyMr*** stated he switched to another wireless provider and returned his device associated with phone line ending in *** to retail locationMr*** requested that Sprint adjust the balance on his account
According to our records, on August 8, 2016, Mr*** upgraded his device associated his phone line ending *** via the Sprint’s Leasing programUpon upgrade of the device, Mr*** was provided with a clear disclosure of his monthly recurring charges, equipment purchase and all other applicable fees and chargesFurthermore, we were able to locate signed copies of her electronic Lease Agreement which includes a description of the charges in questionBased on our review, we were unable to identify any miscommunication regarding the terms of his plan or other monthly charges on Sprint’s part during the upgrade of his device
We have confirmed that Sprint’s coverage is available in Mr***’s home service area of Orange, TXWe regret that the coverage in Mr***’s area is falling short of his expectationsWe constantly monitor our network for service and capacity-related issues, and work diligently to address any issues we identify or are brought to our attention by our customersOur research into this matter determined that our network serving the area near Mr***’s billing address of Orange, TX was operating within parameters
As outlined in our Terms and Conditions of Service, the coverage and quality of services may be affected by conditions beyond our controlWireless services cannot be regularly transmitted through concrete structures such as buildings, basements, walls, and various other structuresAs a result, customers may experience difficulty making or receiving calls when indoorsIn addition, dropped calls can occur any time the radio signal between our network and a wireless device is blocked by natural, man-made, or weather-related obstructionsBecause we understand that dropped calls are a frustrating aspect of wireless communication, each time a call is dropped; information is automatically recorded by our engineers and is used in our ongoing commitment to improve coverage
On June 9, Mr*** visited a local retail location and requested to cancel his services and returned the Samsung Galaxy Sdevice associated phone line ending in *** prior to lease completion end dateTherefore, Mr*** incurred lease cancellation charges and end of lease device purchase price totaling $as reflected on the June billing statementAt that time, Mr*** was informed that the lease cancellation charges were validWe are unable to substantiate Mr***’s claim that he was informed he could cancel at any time without penalty
To resolve this matter, we applied a credit of $to offset the end of lease device purchase price and the lease cancellation as reflected on the June billing statementWith this credit, Mr***’s account is closed with a balance of $which represents lease cancellation charges and monthly recurring chargesWe contacted Mr*** on June 22, and discuss our findingsMr*** expressed his dissatisfaction with our resolution
We appreciate Mr*** taking the time to provide us with the details of his experience with our Customer Care groupWe are continually seeking ways to improve the quality of service provided to our customersPlease be assured that we value Mr***’s as a customer and have forwarded his feedback to the appropriate managerial staff for further review
We regret any inconvenience this may have caused Mr***If Mr*** would like to further discuss this matter, she can contact the Executive and Regulatory Services Department toll free at ###-###-####I am available Monday through Friday, from a.mto p.m., Eastern Time
Sincerely,
Cheryl S
Executive & Regulatory Analyst

August 15, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case ***, *** *** 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 Ms***’s inquiry, she disputed restocking fees assessed when she returned devices to us within our 14-day Satisfaction Guarantee period and described unfavorable customer experiences during her unsuccessful attempts to cancel her mobile number port request. She requested that we provide a refund of all charges assessed to her non-activated Sprint account and cancel her porting request We regret the circumstances that led to Ms***’s decision to discontinue the activation of her Sprint services, as well as any possible misunderstanding that may have occurred regarding her account billing and the cancelation of her port request. Our records reflect that Ms*** returned her newly-obtained Sprint devices to one of our retail locations on July 28, 2017, and that $restocking fees were assessed, pursuant to our Terms and Conditions of Services. Our records further reflect that she attempted to cancel her porequests at that time but was referred to our Customer Care department for further assistance with that effort. Unfortunately, our attempts to contact Ms*** via telephone and e-mail on August 4, 9, and 15, 2017, to discuss her concerns in detail were unsuccessful. We also sent a letter to her at her address of record on August 11, 2017, acknowledging our receipt of her inquiry and inviting her to contact us directly for assistance. However, she spoke with representatives of a specialized escalations team on August 2, 2017. At that time, we confirmed that we that her port requests were canceled on August 2, 2017, and that we processed refunds of the restocking fees on August 7, 2017. Ms*** indicated her satisfaction with the actions taken We appreciate Ms***’s taking time to provide details of her experiences with our retail and Customer Care representatives. We are continually seeking ways to improve the quality of service provided to our customers. Please be assured that we value customer feedback and that these concerns have been forwarded to the appropriate managerial staff for further review We regret any inconvenience these issues may have caused Ms***. We believe that her reported concerns have been fully addressed; however, if she would like to discuss these matters in further detail, we invite Ms*** to contact me 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, Katherine D

April 26, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File ***, *** *** 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 a Sprint television advertisement that referenced the term “unlimited” to describe some of our services but goes on to suggest that those services are limited We regret that Mr*** was dissatisfied with our advertising; however, our Marketing department works diligently to ensure that our website and other marketing materials, including media advertisements, are accurate and contain information that will allow customers to make informed decisions regarding Sprint services and products. We have built a solid reputation on honest business practices, and it is not our intention to mislead or confuse our customers with regard to the services we provide Sprint is proud to offer our Unlimited Freedom Plan and to have previously offered an advertised Unlimited Freedom Plan promotionThe marketed promotional offer discussed our shared service plan for up to lines of service providing unlimited talk, text messaging, and data servicesOur advertisement provides additional details about the promotion: During our April 20, 2017, e-mail conversation with Mr***, we explained that the referenced promotional rate plan advertisement included verbiage advising customers that, although the voice, text messaging, and data services for up to four lines of service while on the Sprint Nationwide Network is unlimited, our Data Deprioritization protocol may lead to slower data speeds in certain circumstances, such as when cell tower traffic is congested. However, even at slower data speeds, the usage of those services remains unlimited to customers whose services are active on unlimited rate plans We believe that we have addressed Mr***’s reported concerns and fully clarified the terms of the referenced rate plan, and we regret that he remains dissatisfied with our response to his inquiry. We appreciate his candid feedback and have forwarded this information to the appropriate managerial teams for additional review and possible changes to our marketing strategies. If we can be of further assistance with this issue, Mr*** can contact me directly by calling our Executive & Regulatory Services Department toll-free at ###-###-####, ext***, and referencing case ***. I am available from 7:a.mto 3:p.m., Central Time, Monday through Friday Sincerely, Stan SExecutive Services Analyst

June 15, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File , *** *** Sprint Account xxxxx*** Sprint Case *** To Whom It May Concern:
Sprint is in receipt of the above-referenced inquiry filed by Ms*** ***. We appreciate your assistance in bringing our customers’ concern to our attention. According to the information received, Ms*** *** stated that she has been disputing charges on her bill for over two years and she is continuing to be overcharged on her bill. Additionally, she stated that she her requested to cancel one of the phone lines on her account and the line was not cancelled. As a result, she is requesting to be reimbursed for the overcharges that she has been billed for the past two years and to have her bill corrected During our conversation with Ms*** ***, an authorized user on MrCharles ***’s account on June 10, 2016, we explained that our records reflect that her information was forwarded to our Fraud Management department on March 16, 2016, to investigate and upon the completion of our investigation we confirmed that fraudulent activity occurred on this account. As a result, we cancelled the services on phone line ending in that was fraudulently added to the account on March 9, 2015, and applied credits totaling $to remove all the charges associated with that phone lineOur records reflect that the credits reflected on the April invoice Additionally, our records reflect the Ms*** requested to cancel phone line ending in on March 15, 2016, and to have her previous service plan reinstated and the phone line was inadvertently not cancelled. As a result, we cancelled phone line ending in effective immediately and applied a credit in the amount of $to offset the charges on her March to May invoices and the credits will reflect on the June invoice. In addition, we confirmed her prior family shared service plan was re-added to the account on March 15, We appreciate Ms*** taking the time to provide us with her feedback regarding our customer service representatives. We are continually seeking ways to improve the quality of service provided to our customers. Please be assured that we value her feedback and that her concerns have been forwarded to the appropriate managerial staff for further review. We regret any inconvenience that this matter may have caused If Ms*** still requires assistance with this matter, she can contact me by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####. I am available Monday through Friday from 8:a.mto 4:p.m., Central Time Sincerely, Jennifer FJennifer FExecutive Services Analyst

August 23, 2017 Revdex.com*** Ward Parkway, Suite 401Kansas City, MO 64114 Re: Revdex.com Complaint ID *** Sprint Account XXXXX***, *** *** Sprint Case *** To Whom It May
Concern: Sprint is in receipt of the above-referenced inquiry of Mr*** ***, submitted on July 25, 2017. We appreciate your assistance in bringing our customers’ concerns to our attention. In Mr***’s filing, he stated that he had an unfavorable customer service experience while attempting to address a Buy One Get One (BOGO) offer that he was extended for the iPhone 6s devices on lines ending in *** and ***He states that he called in to pay off one of the devices and was assured that he would still qualify for the promotionHe paid off one of the phones and is now being charged for the phone that he had been getting a monthly credit of $He states that he has asked that the call be pulled and run into difficultyMr*** is requesting that the remaining iPhone 6s device still be extended for free, that he be credited for the billed charges for that device, and an apology from management. We spoke with Mr*** on August 1, 2017, regarding his concernsHe advised that this matter has been resolved. We have reviewed his account and confirmed that a credit of $was applied on July 5, 2017, and an additional credit of $on July 26, 2017, to offset the equipment chargesFurthermore, a monthly credit of $will be applied to the account for the next months, which is the remainder of the 24-month Installment Billing (IB) agreementAs a result of this action, this matter has been fully addressed and resolved. We appreciate Mr*** for taking time to provide details of his experience with our customer service 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 frustration this matter may have caused. If I may be of further assistance regarding this matter, Mr*** can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, extension ***. I am available Monday, Tuesday, Wednesday, and Friday between 8:a.mand 5:p.m., Central Time. Sincerely,LaToyaP.LaToya P.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: I was misinform about the contract that I was signing as in the past I did not had any issues with Sprint, I actually contacted MrSean, left a massage but did not received a call back, as this shows what little the company cares about good standing costumer and the integrity of the service they provide. the company representative in the store try to insult my intelligence telling me that I can upgrade after the payments were done, as that is not an upgrade is just buying a new phoneI believed this is not going anywhere as it shows in their response that what matters is on paperI truly believed that I was taken advantage of as English is not my main language, I am a Spanish American citizen and the person who provided the service when I went to upgrade took advantage of that to make an extra dollar in their commission or sale numbersI guess that this type of issues are approved by the company corporate offices, moving forward I will continue to do my payments on time as I had done always and wait to the final payment to cancel my contract with this companyI do not want to endorse a company that takes advantages of costumers because language barriers
Regards,
Ronald B***

[To assist us in bringing this matter to a close, you **st 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 bec***e: I had already talked to the only carrier (***) about the phone I had and they told me with that number, theycould program my phone for *** I called Sprint before I bought the phone to inquire if they had service where I live and I was told yes two differenttimes by two different reps Additionally, Spring advertises on TV that they are within 1-2% of ***'s network for service That is advertising.I do not live in the boondocks and there should be no reason why we can't get service in our town I relied on the advertising, talking to their reps, before I even ordered the phone and didn't find out I couldn't get service until I got home Since it was their error, I should have been providedthe number It is a total joke that I would pay them for a whole year for service I can't even get in the first place The Sprint Executive Rep told me they were within FCC guidelines, and that is all she basically cared about Bad business practices for sure.
Regards,
*** ***

April 17,
*** ***
Revdex.com
Ward Parkway, Suite
Kansas City, MO
Re: Revdex.com File 10555750, *** ***
Virgin Mobile USA Inquiry
Sprint Case ***
Dear Ms***:
Sprint is in
receipt of the above-referenced inquiry of Ms*** *** regarding our Virgin Mobile USA (VMU) productIn the information provided, Ms*** expressed her dissatisfaction with the level of customer service provided by our representatives during her attempts to address her device concerns, citing due to a device update, her device stopped working in MarchMs*** is requesting we send her a loaner device as she is not able to use her phone for emergency services
We appreciate Ms***’s taking the time to provide us with the details of her experience with our Customer Care representativesWe 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
Device manufactures are responsible for releasing device updates and customers have the option to accept the updates or notIf Ms*** is not satisfied with released updates, she may reach out and contact LG direct
As outlined in our Virgin Mobile Terms and Conditions of Service, we have a "no questions asked” policy within the first daysTo be eligible for a refund, the merchandise (device) must be purchased through either our website or CareCustomers have days from date of purchase to return for full creditDevices purchased at third-party retail stores are subject to the stores return policyAfter the day return period if the customer purchased insurance on the device a claim can be filedUnfortunately, we do not have a loaner program to send her a replacement device
We attempted to reach Ms*** on several occasions at ###-###-####; unfortunately, we were not able to reach herOur records reflect that Ms*** activated an HTC Desire device on April 5, As such, this matter may have been resolvedWe welcome Ms*** to contact us at her earliest opportunity if further assistance is needed
On behalf of Sprint, I apologize for any inconvenience Ms*** 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 *** * * ** *** **
Executive Services Analyst

August 8,
To Whom It May Concern:
Sprint is in receipt of the above-referenced complaint of *** *** submitted on August 1, We appreciate your assistance in bringing our customer’s concern to our attention
According to the information provided, Mr*** expressed his
dissatisfaction with the inability to take advantage of a promotional offer via the third-party retailer, *** *** MobileMr*** requested that Sprint review this matter and provide him with the details of the *** *** promotional offer
Sprint has reviewed Mr***’s complaintOur records reflect that the above referenced account was established with Sprint on August 5, We confirmed that Mr*** contacted Sprint recently regarding the upgrade of his devices associated with phone numbers ending in *** and ***After further review of our records, it was determined that the phone number ending in *** was applicable for rebates consistent with subsidized equipment pricing after July 1, 2016, due to the prior month term commitment, which started on July 1, However, phone number ending in ***, last received rebates consistent with subsidized equipment on August 1, 2014, and due to the month term commitment was not applicable for further rebate rewards until August 1,
Sprint has a Handset Upgrade Program in place for our existing customers; however, there are specific requirements and several ways for you to upgrade your device(Sprint Prepaid customers are not eligible for these options)On January statements, customers were notified that effective on March 1, 2015, the Sprint Upgrade Policy offer is changingCustomers can purchase a discounted device with an annual term agreement after months since last device purchaseSprint leasing or Easy Pay options may be available soonerCustomers on certain plans may not be able to upgrade to a subsidized device and certain plans may not be available to customers who upgrade to a subsidized deviceCustomers with subsidized devices may be subject to a higher monthly rate when moving to certain plansFurther information can be view on www.sprint.com/upgrade
With specific regard to Mr***’s reference of a *** *** promotion; we regret any misinformation he may have received regarding Sprint’s Handset Upgrade Program and appreciate his feedback regarding this issueSprint has partnered with a number of third-party retailers to distribute our products and servicesWe are grateful for their assistance in promoting our servicesOur field representatives train third-party retailers on our policies, procedures, and products and regularly update resource materials for them to ensure accurate, up-to-date information is available to our existing and potential customers
In our effort to provide clear communication about our devices, features, promotions and pricing, Sprint publishes an overview and our retail brochures, displays, partner stores, and web site at www.sprint.com have not deviated from the published informationIn our continued efforts to provide all of our customers with the best pricing possible, we cannot fulfill any verbal offers that deviate from the formal and approved published device and/or service plan pricing
We spoke with Mr*** on August 3, 2016, who authenticated the account on behalf of Ms***, discussed his concerns in detail and relayed the aforementioned information to himAdditionally, we explained that *** *** Mobile does not have the ability to create the two year Service Agreement for subsidized equipment and that it is dependent upon the above referenced account’s eligibilityIn order to provide an amicable resolution and to provide closure for this matter, Sprint agreed to offer Mr*** a black Samsung Galaxy S32GB device shipped to the address on file and bill the account for the subsidized pricing of $199.99, which includes a two year Service Agreement extension for phone number ending in ***Additionally, we explained that Mr*** could also visit a Sprint Corporate Store if the color of the device was unsatisfactory; however, he would need to pay the in-store subsidized pricing of $249.99, complete and send out the $mail-in-rebate form
During that call, Mr*** advised that he appreciated our assistance as well as our offer toward the resolution for this matter and confirmed that he is satisfied with the device they have acquired through direct purchase at the third-party retailer, *** *** MobileMr*** advised he would be willing to accept a credit of $to offset the upgrade-Activation Fee reflected on the accountBecause we value Ms***’s business and as a show of goodwill we agreed to apply a one time courtesy adjustment of $to the above referenced accountMr*** confirmed that he is satisfied with the resolution, that Sprint has settled this matter to the best of its ability and has no further concernsWe apologize for any inconvenience this matter may have caused Mr***
If we can be of further assistance, Mr*** can contact me directly by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####I am available Monday through Friday between 8:a.mand 4:p.m., Central Time
Sincerely,
*** *
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
I wish to make sure the change in my plan does not extend my service contract which expires December of this year
Regards,
*** ***

April 14,
Kansas City Revdex.com
Ward Pkwy, Suite
Kansas City, MO
Re: Revdex.com Case ***, *** ***
Sprint Account xxxxx***
Sprint Case ***
To Whom It May Concern:
Sprint is in receipt of the above-referenced inquiry of ***
*** submitted on April 5, We appreciate your assistance in bringing our customers’ concerns to our attention
According to the information provided, Mr*** expressed his dissatisfaction with his attempts to resolve his billing concernsMr*** stated that the due date on his monthly billing has changed without his authorization, resulting in late feesAs such, he has requested for Sprint to adjust the late fees that was applied to his billing statementsTherefore, Mr*** requested that Sprint review these matters and respond accordingly
Sprint has reviewed Mr***’s complaintUpon review of Mr***’s signed Service and Lease Agreements, our records reflect that on February 26, 2016, Mr*** visited a Sprint Retail Store location and activated a new line of service via our Account Spending Limit and Lease programsAs outlined in our Terms and Conditions of Services, Sprint requires potential customers to undergo a credit evaluation prior to establishing wireless communication service with usWe use the services of an outside vendor to conduct the evaluation processThe terms under which Sprint establishes a customer account are based on the credit evaluationSome customers may qualify for Sprint service with an Account Spending Limit (ASL), which includes a monthly spending limit feeAn ASL customer receives a letter from Sprint that outlines the basis of the credit decision for his or her account termsThe letter also identifies the name and address of the credit bureau that provided the data to support the decision
Based on the information obtained during Mr***’s credit evaluation, his account was established as an Account Spending Limit (ASL) account, which is a limit that we place on the amount of unpaid charges a customer can accumulate on the account, regardless of when payment on those charges are dueWe reserve the right to determine which charges count toward an ASLIf a customer has an ASL, we may suspend services without prior notice if the account balance reaches the ASL, even if the account is not past dueWe may impose or increase an ASL at any time with noticeFurther, Sprint can, without notice, suspend or terminate any service at any time for any reason, including past due balances
Sprint will waive the $Spending Limit Program fee for affected customers who enroll in our recurring automatic payment and e-Bill programsCustomers can setup recurring automatic payment and enroll in e-Bill via www.sprint.com by logging on to their My Sprint account, or may contact our Customer Care department by dialing *from their Sprint device to request that a recurring automatic payment and e-Bill enrollment form be sent to their address on recordIf recurring automatic payments are cancelled, the fee will be applied to the customer’s account
Furthermore, our records reflect that Mr***’s billing cycle begins on the 26th of each monthAs such, his January billing statement reflected a total due of $by February 18, On February 22, 2017, Sprint processed a payment of $104.61, resulting in late fee totaling $3.68, which was reflected on his February billing statementAdditionally, Mr***’s February billing statement indicated an account balance due totaling $108.42, payable by March 21, However, on March 24, 2017, Sprint processed a payment of $108.42, resulting in a late fee totaling $3.68, which was reflected on his March billing statementLastly, his March billing statement indicated an account balance due totaling $108.42, payable by April 18,
We spoke with Mr*** on April 12, 2017, and relayed the aforementioned information to himAlthough no billing related errors were confirmed, we applied a one time adjustment of $to offset a portion of his March billing statement and he was encouraged to consider enrolling in our Automatic Payment programMr*** has expressed his satisfaction regarding the resolution of his account concerns
We regret any inconvenience this matter may have caused Mr***If we can be of further assistance with this issue, Mr*** can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext***I am available Monday through Friday between a.mand p.m., Central Time
Sincerely,
Chanda L
Executive and Regulatory Services Analyst