Sprint Corporation

June 14,
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 complaint of Ms***
*** *** regarding Sprint account XXXXX***We appreciate your assistance in bringing our customers’ concerns to our attention
In her inquiry, Ms*** *** described her concerns regarding her attempts to discuss a billing issue, stating that she does not understand the charges and has been unsuccessful in receiving an explanationShe states that the charges are higher than she expected and that she has been unsuccessful in resolving her concerns via our retail store and Customer Care departmentMs*** *** requested that we provide an explanation of the charges as well as apply credit to her account to offset the disputed charges and process a refund for the difference
We appreciate Ms*** ***’s taking the time to provide us with the details of her experiences with our retail and Customer Care representativesWe 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 misunderstanding that may have occurred related to Ms*** ***’s Sprint billingHowever, we unsuccessfully attempted to contact Ms*** *** via telephone and e-mail on June 1, 8, and 12, 2017, to discuss her referenced concernsWe also sent a letter to her at her mailing address of record acknowledging our receipt of her inquiry and our need to speak with her directly in order to obtain her account security information and additional details that will aid in our review
We look forward to speaking with Ms*** *** and encourage her to contact us regarding any concerns she may continue to have with her reported concernsIn order for us to discuss the details of her account, she must be able to authenticate her account security informationAs a result, Ms*** *** should have her account PIN and/or the appropriate response to her pre-selected security question available when she contacts us
We believe that we can amicably resolve Ms*** ***’s reported billing concerns, and we look forward to having the opportunity to do soIf we can be of further assistance regarding these matters, Ms*** *** can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, extension ***I am available Monday through Friday between 9:a.mand 5:p.m., Central Time
Sincerely,
Tiffany G
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:Ms*** did call and provide the necessary information as requested and was getting the run around with being told to changed our plan to something else which we did not want, and she even said I will be handling it as she doesn't have time to keep messing with this issueWe were not told that we would lose the access fee waiver after upgrading, this wasn't discussed before we accepted the plan changeIf we would have known we would have decline the plan change and ported out to * *** since their service is much better and would have been cheaper, but because you guys offered this GB Shared Data plan for $with access fees waived for the life of the account we stayed, right now this is anbait and switch and we don't appreciate thisYou guys always tell us we thank you for staying with us for 10+ years, but it seems like you really dont care to keep usEither this needs to be corrected what was really promised or we'll port out.
Regards,
*** ***

June 19, 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 of Mr*** *** ***. We appreciate your assistance in bringing our ***s’ concerns to our attention In the information provided, Mr*** advised that we have assessed charges to his Sprint account for accessories that he paid for when he purchased his current device. He also described unfavorable *** experiences during his attempts to address that matter. Mr*** requested that the charges for the accessories be credited off his bill We regret any possible misunderstanding that may have occurred regarding Mr***’s invoiced charges. During our June 16, 2017, conversation with him, we confirmed that he did pay for the accessories during his referenced retail transaction on April 21, 2017, but that an inadvertent keying error led to that payment applying toward his service charges instead. As a result of any miscommunication that may have been provided to Mr*** related to this matter and the delay in addressing his dispute, we applied credits totaling $to his account to offset the accessory chargesMr*** stated that our actions resolved his issues satisfactorily We appreciate Mr./Ms*** taking time to provide details of hisr experience with *** care. We are continually striving to improve the quality of service provided to our ***s. Please be assured that we value *** feedback and that Mr***’s concerns will be forwarded to the appropriate managerial staff for further review We regret any inconvenience these matters may have caused. If we can be of further assistance with these concerns, Ms*** can contact me directly by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext***. I am available Monday, Tuesday, Thursday, and Friday between 7:a.mand 5:p.m., Central Time Sincerely, Leland *** *Executive Services Analyst

March 3, *** *** Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Complaint ***
Account XXXXX***, *** ** *** Case *** Dear Mr***: On February 27, 2017, Sprint received an inquiry submitted by your office on behalf of *** ** ***. According to the information provided, Mr*** stated that his account was to be canceled; however, he continued to be billed for services. We appreciate your assistance in bringing Mr***’s concerns to our attention On March 1, 2017, we contacted Mr*** regarding his concerns. Our records indicate that Mr*** previously ported his telephone lines to his new provider; however, the account remained active with a Sprint Phone Connect device. On March 1, 2017, we canceled the account in accordance with Mr***’s request. We also applied credits totaling $to offset the disputed charges on the account. As a result of these credits, the canceled account reflects a zero balance We appreciate Mr*** taking the time to provide us with the details of his experience with Sprint. We are continually striving to improve the quality of service provided to our customers. Please be assured that we value Mr***’s feedback and that his concerns have been forwarded to the appropriate managerial staff for further review We regret any inconvenience this matter may have caused Mr***. If additional assistance is required, Mr*** can 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 FExecutive 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 still had personal reservations about my wife being lied to about the charges by different representatives, however when Clara was able to communicate with my wife on the phone I am able to take her response and feel like it will at least be addressed to those who were responsible for the issue
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards, Thank you
*** ***

June 5, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case ***, *** *** Sprint account xxxxx*** Sprint Case *** To whom it may
concern: Sprint is in receipt of the above referenced inquiry of Ms*** ***. We appreciate your assistance in bringing our customers concerns to our attention. In the information provided, Ms*** expressed her dissatisfaction with our customer service representatives regarding a promotion to upgrade to the iPhone device by turning in her iPhone device. She further stated that a lumpsum adjustment was applied to her account to award the promotion for the full month Installment Billing agreement. However, the account still reflects a past due balance each month for $for the installment billingIn 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 pricingWe spoke with Ms*** on June 2, 2017, and addressed her account and billing dispute. In an effort to resolve this matter, we agreed to terminate the remaining Installment Billing Agreement for her iPhone device and allow the accelerated charges of $to be offset by the credit balance of $537.27. We advised Ms*** of her remaining balance totaling a credit of $293.80. With this action, Ms*** confirmed her complaint has been completely resolved We appreciate Ms*** for taking the time to provide details of her 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 On behalf of Sprint, I apologize for any inconvenience Ms*** may have experienced as a result of this concern. If we can be of further assistance, Ms*** can contact me by calling the Executive & Regulatory Services department toll-free at ###-###-####, ext***. I am available Monday, Tuesday, Thursday, and Friday between 7:a.mand 5:p.m., Central Time Sincerely, Linard AExecutive Services Analyst

December 6,
Revdex.com
Ward Parkway, Suite
Kansas City, MO
Re: Revdex.com Case ***, *** D***
Sprint Account xxxxx***, *** ***
Sprint Case ***
To Whom It May Concern:
Sprint is in receipt of the above-referenced
inquiry of Mr*** D***, filed on behalf of Sprint account holder Ms*** ***, his motherWe appreciate your assistance in bringing our customers’ concerns to our attention
In the information provided, Mr*** advised that he and Ms*** recently received notification from us that two devices had been ordered for his mother’s account but that he nor she had authorized that transactionMr*** advised that he has been unable to rectify the matter with our Customer Care or Fraud team representatives and has since identified that the devices have been activated, which has also negatively impacted the device upgrade status for the lines of service on Ms***’s accountMr*** requested that the fraudulent device orders be removed from the liability of Ms***’s account and that we restore the equipment upgrade eligibility for the two affected lines of service
We regret any misunderstanding that may have occurred regarding the referenced device upgrade orders and any unauthorized activity that may have occurred on Ms***’s Sprint accountOur records reflect that two devices were ordered via our website on November 17, 2016, and linked to Ms***’s two lines of service, as noted in Mr***’s inquiryOur records further reflect that the person placing the device orders accessed Ms***’s account and had knowledge of her username and password and had the equipment shipped to an address different from the billing address listed on her account
During our initial November 29, 2016, conversation with Mr***, we explained that, based on the nature of his dispute and our findings, we would forward his information to our Fraud department for further reviewRepresentatives of that team identified that fraud was confirmed, and the Electronic Serial Numbers for the two referenced devices were updated in our records to reflect as stolenWe then flagged Ms***’s account to have her online access updated with a new username, PIN, and password
We followed up with Mr*** on December 2, 2016, and explained the actions noted aboveWe also assured him that all charges associated with the two fraudulent devices were credited from Ms***’s Sprint account and assured him that the equipment upgrade eligibility status for her two lines of service has been updatedMr***son expressed his satisfaction with our resolution
We regret any frustration this matter may have caused but are pleased that we were able to resolve the ***s’ concerns satisfactorilyIf we can be of further assistance with this issue, Msor Mr*** can contact me directly by calling our department toll-free at ###-###-####, ext***I am available Monday through Friday between 7:a.mand 3:p.m., Central Time
Sincerely,
Linda W
Executive Services Analyst

February 26,
Revdex.com *** *** *** *** *** *** *** ** ***
Re: Revdex.com Inquiry ***, *** ***
Sprint Account ***
Sprint Case ***
To Whom It May Concern:
We appreciate your assistance in bringing the concern of Ms*** *** to our
attention
According to the information provided in the complaint, she is disputing the data overage reflected on her January invoice
During our discussions with Ms*** ***, she indicated that she believes she did not use enough data in December to exceed the gigabyte allotment on her service plan for her broadband connection device that has resulted in data overage chargesAs a result of Ms***’s data calculation concerns, we advised her that we investigated the disputed usage and confirmed that the data usage is valid and thus the resulting overage charges are also validAs a result, no credit is due to the account for a data usage calculation or fraud error
However, because the account communication delivery method was changed from letter to email within the previous days of the above-referenced data overage occurrence, we could not send her data overage alerts as her email address had not yet been updated in our overage alert systemAs a result, as a one-time concession to demonstrate our commitment to customer satisfaction, we applied a $credit to her account to offset the remaining data overage charges reflected on Ms***’s January invoiceOne of our Customer Care representatives previously applied a $in account credits to offset one-half of the data overage charges reflected on the same invoiceWe have confirmed that her email address is now reflected on her account to send her data overage alerts to prevent future data overageWe also advised her that her daily, weekly, and monthly data usage is reflected at www.sprint.comMs*** indicated that the matter was resolved
We apologize for any inconvenience that Ms*** experienced as a result of this matterIf I can be of further assistance, Ms*** can contact me in the Executive & Regulatory Services department at ###-###-####, ext***I am available Monday through Friday between 10:am and 6:p.m., Central Time
Sincerely,
*** *
Executive Services Analyst

May 30,
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 complaint of *** *** submitted
on May 20, We appreciate your assistance in bringing our customer’s concern to our attention
According to the information provided, Mr*** stated that he had an unfavorable customer service experience while attempting to address his billing concernMr*** expressed his dissatisfaction with the charges assessed to his account as reflected on his monthly billing statements, after he established services with SprintMr*** specifically stated that he was receiving $discounts for two lines of service associated with phone numbers ending in *** and *** and recently stopped receiving the aforesaid discountMr*** requested that Sprint review this matter, and reapply the above-referenced discount to his account accordingly
Sprint has reviewed Mr***’s complaintOur records reflect that Mr*** established services with Sprint on December 17, 2016, by portiphone numbers ending in ***, ***, and ***At that time, she activated a Samsung Galaxy Sand two LG X Power devices via Sprint’s Monthly Installment Billing programAdditionally, Mr*** upgraded the device associated with phone number ending in *** by activating an iPhone Black 32GB device via Sprint’s Leasing program
Sprint confirmed that on December 27, 2016, Mr*** elected to update his price plan from Sprint’s Unlimited, My Way plan to Sprint’s Unlimited Freedom plan and applied for a recurring discount under the terms of Sprint’s National Vendor Program (NVP)In order to receive a discount through the Sprint Discount Program, upon activating new Sprint services, customers must provide proof of eligibility within days and must continue to revalidate that they remain eligible for this discountStarting on July 29, 2012, customers are now required to revalidate their eligibility for this discount when upgrading a device on subscriptions with an existing discount, and for subscriptions when months has passed since their previous validationOnce eligibility is validated, customers are not prompted to validate eligibility again for at least monthsTo complete the validation request customers may visit www.sprint.com/verifyShould customers not complete the validation process, they will not receive the discountIn addition, if a customer cancels a line of service and has not fulfilled the service term on that line, any applicable Early Termination Fee will applyCustomers can always revalidate their discount with Sprint and the discount will be honored if the customer meets the eligibility requirements
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 regret any misunderstanding regarding the Sprint Discount Program; however, Mr***’s price plan selection is ineligible to participate in Sprint’s Discount ProgramPlease note that customers who select Sprint’s Unlimited Freedom plan with lines 3-free after discounts for enrolling in Sprint’s Automatic Payment program and are enrolled in Sprint’s Discount program; may qualify for a $flat rate discount on lines 1, 2, and 6-(up to 10)Customers may keep the discounts as long as they remain on the plan and comply with program eligibility requirements; however, the discount will not apply on the lines 3-until after January 13, when Free promotional period for lines 3-endsFurthermore, some organizations do not qualify to participate in the Sprint Discount program under the Unlimited Freedom plan
We spoke with Mr*** on May 25, 2017, to discuss his concern in detail and relayed the aforementioned information to himDuring our conversation, we advised that we regret any confusion created by the misapplication of recurring service credits on his 3rd and 4th line of service on his January and March billing statements; however, Sprint sustains that the terms of Mr***’s elected price plan have been properly disclosed to him and respectfully we must deny his request to reapply the aforesaid discount to his 3rd and 4th phone numbers ending in *** and ***In order to provide an amicable resolution and closure to this matter, Sprint offered a one time courtesy adjustment in the amount of $to offset monthly recurring service charges on Mr***’s upcoming billing statementMr*** accepted our offer and confirmed his understanding of the information relayed to him during our conversation and had no further concerns
We appreciate Mr*** taking time to provide details of his experience with Sprint’s Customer Care groupWe are continually striving to improve the quality of service provided to our customersPlease be assured that we value Mr***’s feedback and will utilize his input to improve our training and processes
We 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,
David H
Executive Services Analyst

May 18, Consumer Specialist Kansas City Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case # ***, *** *** Sprint Account # xxxxxx*** Sprint Case # *** To Whom It May Concern, Sprint is in receipt of
the above-referenced complaint for *** *** submitted on April 18, We appreciate your assistance in bringing our customer’s concern to our attention. Ms*** expressed her dissatisfaction with the charges assessed to her accountAccording to Ms***, upon activating services with Sprint, she was offered Sprint’s 50% promotional price plan as well as a $credit per line for tradevices from her previous wireless service provider. However, Ms*** stated that her monthly recurring charges have exceeded quoted amount of $per month and she has not received the above creditsAdditionally, Ms*** stated that she had an unfavorable customer service experience while attempting to address and resolve her account concernsMs*** requested that Sprint review these matters and allow her the ability to cancel services without further cost to her. Sprint has reviewed Ms***’s complaint. Our records indicate that Ms***’s account was established on February 6, 2017, by portiphone numbers ending in ***, *** and ***In addition, she activated three devices via Sprint’s Leasing programPlease note that effective September 19, 2014; Sprint launched the Sprint Lease program, an industry-first option that gives qualified new and existing customers the flexibility to lease select Smartphones and Tablets for a lower monthly cost versus purchasing the device. Lease payment varies by device and a down payment may be required and varies by customer and 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 activation of service, the aforementioned phone numbers were configured onto Sprint’s 50% off competitor plan with limited data allowance, which includes an additional $discount per line/per month upon enrollment in Sprint’s Automatic Payment program Additionally, Ms*** established phone number ending with *** on February 9, 2017, by purchasing a Sprint *** Mobile Hotspot device at discounted pricing in exchange for a two year Subscriber Agreement, which is scheduled to expire on February 8, This line was configured onto our Mobile Broadband Data plan Further review of Ms***’s concerns indicate that the equipment associated with phone numbers ending in *** and *** were to be free upon the completion of the respective Lease Agreements. In order to ensure a satisfactory and mutually acceptable resolution, we applied a total credit of $to her account to offset a portion of the monthly lease chargesIn addition, we approved and processed Gift Cards totaling $to offset the remaining monthly lease charges as well as the switch to Sprint promotional offerPhone number ending in *** was updated to the Sprint’s 50% promotional price planLastly, on May 15, 2017, we applied a final adjustment of $to her account to offset the current account balance, leaving a zero balance We spoke with Ms*** on May 15, 2017, and relayed the aforementioned information and resolution to her. During the call, Ms*** confirmed her understanding with the information relayed to her and she is aware that she must enroll in Sprint’s Automatic Payment program in order to receive the $discount per line/per month. We appreciate Ms*** taking time to provide details of her experience with local retail store. We are continually striving to improve the quality of service provided to our customers. Please be assured that we value Ms***’s feedback and that her concerns have been forwarded to the appropriate managerial staff for further review We regret any inconvenience this matter may have caused Ms***. If I may be of further assistance, Ms*** can reach me directly by calling the Executive and Regulatory Services Department at ###-###-#### ext., ***, Monday through Friday, between 9:a.mand 6:p.m., Eastern Time Sincerely, /s/ William *** William *** Executive & Regulatory Services

October 13,
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 Mr*** ***
regarding Sprint account XXXXX*** We appreciate your bringing our customers’ concerns to our attention
In his inquiry, Mr*** expressed dissatisfaction with the level of customer service received from our representatives during his attempts to remove his son’s line of service as the primary line of service, citing that his son’s line of service was contacted by our Collections department in errorMr*** requested that we remove his son’s line of service as the primary line of service so he can be contacted regarding any past-due balances and/or to make any changes on the account
We appreciate Mr***’s taking the time to provide us with details regarding his experiences with our Finance and Customer Care representativesPlease be assured that we value customer feedback and that his concerns have been forwarded to the appropriate managerial staff
We regret any miscommunication regarding the primary line of service on Mr***’s accountDuring our October 10, 2016, conversation with Mr***, we updated his account to reflect his line of service ending in *** effective October 27, 2016; therefore, his son’s line of service ending in *** will no longer be contacted by our Finance department after that dateDuring our October 10, 2016, conversation with Mr***, he also expressed dissatisfaction with the level of customer service received from our representatives during his attempts to address a billing concern, citing the charges are higher than he expected and that he was given incorrect information about the balance due and how to reduce his monthly chargesHe requested that we apply credit to his account to offset the difference between the amount he was quoted and the actual monthly service charges reflected on his invoices or to release him from the lease agreements associated with his Sprint devices so he can return them to us and seek service with another provider
We regret any misunderstanding that may have occurred related to Mr***’s Sprint billingAs we explained during the referenced conversation with him, we identified that his monthly service charges are correct based on his selected rate plan and that his plan appears to be the most cost-efficient plan for his wireless communication needs based on his usage history
Mr*** indicated his understanding of our explanation but reiterated that the charges reflected on his monthly invoices were not properly explained to him when he accepted his current rate plan and device financing optionsTherefore, due to any misinformation that may have been provided to him, we agreed to allow Mr*** to cancel his lines of our service without incurring the full payoff costs of his device leases, contingent upon the return of his leased devices to our possessionMr*** requested that we allow time for him to consider his options and is aware that our offer is valid through October 26,
We are pleased to inform you that Mr*** accepted our responseIf we can be of further assistance regarding these matters during the interim, or when Mr*** is ready to accept the offer outlined above, he can contact me by calling 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,
Tiffany G
Executive Services Analyst

Complaint Type:Service IssuesselectProblem:Previously I made a complaint, followed up by a call from a rep with sprint who seemed to understand the problem said she would fix it and send me out the required materials so I can settle this disputeHowever I received in the mail today a final bill with just an amount owedThis has gotten out of hand that I have talked to over people with this company all saying they understand what I need and will resolve it , The issue is I was paperless I need a printed itemized bill that reflects all charges on lines that include the termination fees , all I have received is a final bill with a amount due of I switched to att and they need a bill itemized showing four lines and four termination fees , This should not be such a big deal I would go on line but I'm unable to download a bill from october, I should not go into collections until they send me what I asked for I was a customer for years paid 36,for their services and never late I really don't know what I can do to get this simple thing accomplished but I will not pay them till they give me an itemized bill from oct .TranslateDesired Resolution / OutcomeDesired Resolution:-- Select your Desired Settlement --selectDesired Outcome:also a correction to my credit report

December 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***
*** regarding Sprint account XXXXX***We appreciate your bringing our customers’ concerns to our attention
In her inquiry, Ms*** expressed dissatisfaction with the overall network performance in the residential area of one of the authorized users on her Sprint account, citing that he experienced issues with blocked calls, dropped calls and accessing data from his device, and the issues remain unresolvedAs a result, Ms*** requested that we release him from the lease agreement associated with the line ending in *** so he can return his device to us and seek service with another wireless provider
We appreciate Ms***’s taking the time to provide us with details of her coverage and Customer Care experiencesPlease be assured that we value customer feedback and that her concerns have been forwarded to the appropriate managerial staff
As stated in our Terms and Conditions of Service which can be viewed at www.sprint.com, coverage and quality of wireless services and data speeds may be affected by conditions beyond our controlWireless services cannot be regularly transmitted through concrete structures such as buildings, basements, walls, and various other structuresAs a result, customers may experience difficulty making or receiving calls when indoors
In addition, data coverage is not available everywhere and service speeds are not guaranteedService speeds may depend on the service purchased and actual speeds will varyEstimating wireless coverage, signal strength, and service speed is not an exact scienceThere are gaps in coverage within our estimated coverage areas that, along with other factors both within and beyond our control which may result in dropped and blocked connections, slower service speeds, or otherwise impact the quality of serviceWith respect, we would note that the nature of the wireless signal precludes any carrier from providing seamless coverageSprint has made no warranty or guarantee of the same
Customers should generally receive signal strength sufficient to make and receive calls outdoors, but signal may be lost in a car and in buildingsHowever, it is important to note that certain areas may have limited or no coverage and various factors such as terrain, foliage, and buildings may affect actual coverage in a particular area even when estimated to be within 'best' coverage
However, due to the authorized user’s ongoing coverage concerns on Ms***’s account, we agreed to allow Ms*** to cancel the referenced line of our service without incurring the full payoff cost of the device lease, contingent upon the return of the authorized user’s leased device to our possessionTo facilitate the return of the device, we sent a prepaid shipping label to Ms***’s e-mail addressAfter the device is received in our warehouse, we will offset the lease cancellation and equipment charges associated with the line of service ending in ***
We are pleased to inform you that Ms*** accepted our resolution offerIf we can be of further assistance regarding these matters during the interim, she 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.m., Central Time
Sincerely,
Tiffany G
Executive Services Analyst

January 24, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case ***, *** *** Sprint Account xxxxx*** Sprint Case *** To whom it may
concern: Sprint is in receipt of the above-referenced inquiry filed by Ms*** ***. We appreciate your assistance in bringing our customers’ concerns to our attention. According to the information provided, Ms*** expressed frustration with Sprint’s options to replace her damaged iPhone device We apologize for any inconvenience Ms*** endured during her time without a working phone. In our conversation on January 19, 2017, I offered service credits equivalent to payments of the lease on her current iPhone as a one-time courtesy. Ms*** expressed interest in upgrading her phone rather than replacing it. I offered to cancel lease *** and waive the accelerated and buyout charges once she returns her iPhone 6. Ms*** confirmed that her concerns were resolved If we can be of further assistance, or if Ms*** has supplemental questions or concerns, she can contact me by calling the Executive & Regulatory Services department toll-free at ###-###-####. I am available Monday, Tuesday, Thursday, and Friday between 7:a.mand 6:p.m., Central Time Sincerely, Linard *** *** Associate Analyst Executive & Regulatory Services

April 20, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case ***, *** *** Sprint Account xxxxx*** Sprint Case *** To whom it may
concern: Sprint is in receipt of the above-referenced inquiry of Ms*** ***We appreciate your assistance in bringing our customers’ concerns to our attention. In the information provided, Ms*** stated that she was told if she upgrades online at www.sprint.com, the upgrade fees will be waivedShe further advised that she is a member of the credit union, and the upgrade fees are supposed to be waivedAs a result, she is requesting that we adjust the $upgrade charges for each of the three lines We regret any frustration that Ms*** may have experienced while addressing her billing issueOur record reflects that on February 2017, Ms*** upgraded her devices by contacting our sales representativesThe promotion to waive the $upgrade fee only applies, if the order was done online Ms*** requested that we communicate with her by e-mail while we review and resolve her concerns. We sent an email to her on April 11, 2017, informing her of our findings Our records reflect that a credit of $was applied on February 24, 2017, to offset the upgrade charges. This credit is reflected on her March 23, 2017, invoice. To demonstrate our commitment to excellence, we applied an additional one-time courtesy credit of $to her account We regret any inconvenience this matter may have caused, and are happy that Ms***’ issue is resolved. If we can be of further assistance with this matter, Ms*** can contact me by calling Sprint’s Executive & Regulatory Services department toll- free at ###-###-####, ext####, Monday Tuesday, Thursday and Friday, between 7:a.mand 5:p.m., Central Time. Sincerely, Shola AExecutive Services Analyst

Hi Ms ***, I'm sorry but I would like to update the status of this complaint to resolvedI was contacted by Sprint and they have offered and acceptable solution so I would like to have this changed as resolvedSorry that I did not get back to you sooner. thank you in advance,*** ***

October 11, 2016 Kansas City Revdex.com Ward Parkway Kansas City, MO
*** Re: Sprint Account: XXXXX***, *** *** Revdex.com File #*** Sprint Case # *** To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of *** *** submitted on September 21, 2016. We appreciate your assistance in bringing our customer’s concerns to our attention Ms***’ filing expressed her dissatisfaction with a delay in receiving a refund in the amount of $after she returned her Samsung Galaxy Note device and accessories to a local Sprint Retail store locationFurther she expressed her dissatisfaction with the level of customer service she received from Sprint while attempting to resolve this matterMs*** requested that Sprint review this matter and process her refund within a timely manner Sprint has reviewed Ms***’ complaintWe spoke with Ms*** on September 29, 2016, to further discuss her account concerns. During our conversation, Ms*** confirmed that her concerns regarding the Samsung Galaxy Note device were previously addressed and resolved. However, she was awaiting the refund in the amount of $for the accessories that were returned to the Sprint retail store location on September 30, 2016. We advised Ms*** that we would investigate her concerns and follwith her accordinglyAs such, to further investigate Ms***’ account concerns; we engaged our retail stores management team for further assistance. As a result of the investigation, we determined that the return for the accessories was not processed correctly. Therefore, due to an inadvertent error, the refund was not processed to her credit card in a timely manner. In an effort to ensure a satisfactory and mutually acceptable resolution, we have confirmed that a refund check of $was submitted to be processed on October 7, 2016, and will be mailed to the billing address on fileWe ask that Ms*** allow to business days to receive the refund check from date of approval. In addition, as an act of goodwill, on October 7, 2016, we have applied a partial credit of $to her account. This credit will appear on the October 7, billing statement We spoke with Ms*** on October 7, 2016, and relayed the aforementioned information and resolution to her. Ms*** confirmed that she was satisfied with the resolution provided. Should Ms*** have any additional questions or concerns pertaining to this matter, we urge her to contact the undersigned directly at the phone number noted below. We apologize for any inconvenience Ms*** may have experienced while attempting to resolve this matter. We appreciate Ms*** taking time to provide details of her experience with Sprint. We are continually striving to improve the quality of service provided to our customers. Please be assured that we value Ms***’ business and that her concerns will be forwarded to the appropriate managerial staff for further review If we can be of further assistance with this issue, Ms*** can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext***. I am available Monday through Friday between 7:a.mand 4:p.m., Eastern Time Sincerely, /s/ Catherine *** Catherine *** Executive & Regulatory Services Analyst

August 16,
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 complaint of Ms***
*** regarding Sprint account XXXXX***We appreciate your assistance in bringing our customers’ concerns to our attention
In her inquiry, Ms*** expressed her dissatisfaction with the level of customer service received from our representatives during her attempts to resolve her marketing and promotional concernsShe cited that she has not received the prepaid gift cards owed to her after porting her telephone numbers to SprintMs*** requested that we process prepaid cards to pay the Early Termination Fees assessed to her, by her previous wireless carrier
We appreciate Ms***’s taking the time to provide us with details regarding his experiences with our Customer Care representativesPlease be assured that we value customer feedback and that his concerns have been forwarded to the appropriate managerial staff
We regret any delay that may have occurred related to the processing of her prepaid cards. During our conversation with Ms***, we verified that she received her prepaid card in the amount of $To completely resolve her promotional concerns, we applied a $credit to her account for the traof her device when she originally established service with usThat credit will be reflected on her next invoice
We are pleased that we were able to resolve Ms***’s concerns to her satisfactionIf we can be of further assistance regarding these matters, she 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.m., Central Time
Sincerely,
Tiffany G
Executive Services Analyst

January 30, Revdex.com Ward Parkway, Suite Kansas City, MO
64114 Re: Revdex.com Case *** Sprint Account XXXXX***, *** *** Sprint Case *** To Whom It My Concern: Sprint is in receipt of the above-referenced inquiry. We appreciate your assistance in bringing our customers’ concerns to our attention. According to the information received, Ms*** stated that she switched to Sprint because we would buyout her equipment agreements with her previous carrier and she wanted to take advantage of a buy one get one free offer for the iPhone 6. She stated that her equipment cancellation fees with her previous carrier are $and it has not been paid and her account with her previous carrier has been sent to collections. She also stated that she has uploaded the final bill from her previous carrier and still has not received a reward card. Ms*** also mentioned dissatisfaction with network coverage. She is requesting a resolution to these issues. In our effort to provide clear communication about our devices, features, promotions and pricing, Sprint publishes an overview and our retail brochures, displays, partner stores, and web site at www.sprint.com have not deviated from the published information. In our continued efforts to provide all of our customers with the best pricing possible, we cannot fulfill any verbal offers that deviate from the formal and approved published device and/or service plan pricing As stated in our Switch to Sprint promotion, which can be viewed on www.sprint.com/joinsprint, customers who port their number from another postpaid carrier and activate new service with Sprint 24-Month Installments, Sprint Leasing, certified Preowned or full SRP devices are eligible to get their Early Termination Fee (ETF) and/or Equipment Installment Balance reimbursed on a Reward Card (minus any buyback amount). In order to be eligible to receive the offer, customers must register for the Reward Card at www.sprint.com/joinsprint within days of switching. They must also upload their final wireless bill from their previous carrier showing their ETF or Installment Billing balance, their Sprint account must remain active and in good standing and they must turn in their device from their previous carrierFurthermore, the customer is responsible for any payments due to their previous carrier We regret that Ms***’s experience with service in her local calling area fell short of her expectations. We 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 customers. With respect, we would note that the nature of wireless signal precludes any carrier from providing seamless coverage. Sprint has made no warranty or guarantee of the same. Estimating wireless coverage, signal strength, and service speed is not an exact scienceThere are gaps in coverage within our estimated coverage areas that along with other factors both within and beyond our control which may result in dropped and blocked connections, slower service speeds, or otherwise impact the quality of service. Based on our research, we identified that Ms*** may have been impacted by a network impairment in her service area. We have previously completed repairs and anticipate that her service levels have returned to normal. Our records reflect that Ms*** qualifies for the buy one get one free promotional offer for the iPhone 6S. She has received an account credit in the amount of $from November through January 2017. She will receive a credit adjustment each month in the amount of $for the remaining time of the lease agreementWe spoke with Ms*** on January 13, and provided her with the above-referenced information. She confirmed that she has received two Reward Cards totaling $438, however, that she had spoken with a supervisor who had promised her a third card in the amount of $240. We advised that we would need to further research this and contact her back. Based on our additional research, we were unable to determine that an additional card was offered and we respectfully decline her request for an additional Reward Card because she does not meet the requirements under the above-referenced promotion for a third Visa Reward Card We attempted to contact Ms*** to update her on our findings on January 20, and 25, 2017, and she has not returned our calls. If she has further concerns regarding this matter we ask that she contact us directly We regret any inconvenience these matters may have caused. If we can be of further assistance, we can be reached at the Executive & Regulatory Services department toll-fee at ###-###-####. I am available Monday through Friday, between 9:a.mand 5:p.mCentral Time. Sincerely, Sharon RExecutive Services Analyst

April 10,
*** ***
Revdex.com
Ward Parkway, Suite
Kansas City, MO
Re: Revdex.com File ***, *** ***
Sprint account xxxxx***
Sprint Case ***
Dear Ms***:
Sprint is in receipt of the inquiry filed by *** ***We appreciate your assistance in bringing our customers’ concerns to our attention
According to the information received, Ms*** states that she has not received her refund check
According to our records, Ms***’s refund check had not been mailed due to a system issueHowever, she will receive her refund within business days
We regret any inconvenience this issue may have caused Ms***If I may be of further assistance regarding this issue, please contact our Executive & Regulatory Services department toll-free at ###-###-#### or me directly at ###-###-####I am available Monday through Friday between a.mand p.m., Central Time
Sincerely,
*** S
Executive Services Analyst