Sprint Corporation

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Complaint: ***
I am rejecting this response because:This issue hasn't been resolvedSprint doesn't have a solution to my issue. I've been required to seek help from SamsungWhich I'm in the process of doing.
Regards,
Loretta W***

February 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 ***
***-*** regarding Sprint account XXXXX***We appreciate your bringing our customers’ concerns to our attention
In the information provided, Mr***-*** expressed his dissatisfaction with the level of customer service received from our representatives during his attempts to address a billing concern, stating that his account was assessed monthly lease charges for accessories that he was advised by the store representative were free of chargeHe expressed further dissatisfaction that he did not receive his prepaid cards for the cancellation fees that he incurred when he ported his telephone numbers to SprintAs a result, he requested that we apply credit to his account to offset the disputed lease cancellation and lease purchase charges as well as the monthly lease charges for the accessories that are reflected on his invoicesHe also requested that we process prepaid cards for the cancellation fees that he incurred when he ported his telephone numbers to us
We regret any inconvenience that may have caused Mr***-*** to contact your agencyDuring our February 7, 2017, conversation with Mr***-***, we agreed to research his concerns with our executive management teamHe provided permission for our office to follow up with his spouse, Ms*** ***, on his behalf after we completed our investigation
After reviewing our records, we determined that the lease cancellation and lease purchase charges are valid because Mr***-*** ported out his lines of service prior to satisfying the lease agreements on those linesAlthough the charges are valid, we offered to credit the lease cancellation and lease purchase charges, contingent upon the return of the devices that are associated with those lease agreementsMr***-*** advised our office that they no longer have the devices in their possessionAs a result, we are unable to comply with his request to credit those chargesHowever, we offered to apply credits totaling $to his account, which is equivalent to the disputed monthly lease charges for his accessories
We followed up and spoke with Ms*** *** on February 9, 2017, and provided the referenced informationShe indicated her understanding of our explanation but reiterated that she does not agree with our position because of their ongoing billing concerns prior to canceling their serviceWe thanked her for her candid feedback regarding that concern and escalated that concern to our executive management team for further reviewUnfortunately, today’s attempt to follow up with Ms*** via telephone was unsuccessful
During our February 9, 2017, conversation with Ms***, we advised that the promotion to process prepaid cards for the cancellation fees incurred has expiredOur records reflect that two prepaid cards were processed and shipped to Mr***-***’s address on May 24, 2016, in the amounts of $per card for the lines of service ending in *** and ***Our records further reflect spending activity on both of those prepaid cardsAlthough the promotion has expired, in an effort to reach an amicable resolution, we processed three $prepaid cards for the lines of service ending in ***, *** and ***We processed a $prepaid card for the line ending in ***Please allow two to three weeks to receive them
Although we regret that Mr***-*** and Ms*** *** remain dissatisfied with our inability to honor their request, we believe that we have done so to the best of our abilityIn addition, we have discussed her reported issues with our executive management team but have been unable to identify any error on the part of Sprint related to these mattersHowever, we have forwarded details of their concerns to the appropriate managerial team for further policy review and possible future changes
We appreciate Mr***-***’s taking the time to provide us with details regarding his experiences with our retail and Customer Care representativesPlease be assured that we value customer feedback and that his concerns have been forwarded to the appropriate managerial staff
If we can be of further assistance regarding these matters, Mr***-*** or Ms*** *** 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

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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. this was resolvedplease stop messaging me and calling
Regards,
*** ***

I am rejecting this response because: I have already stated that after trying to get help from sprint and getting no where I was forced to pay to unlock the phone and and clear the bill with sprint that was generated all due to the fact the sprint failed to fulfil their obligations to give me working service which forced me to change providers to a company that would be able to give me reliable serviceThis is why I should have never been forced to pay that fee which more than the balance of the phone that was left at that pointI should be refunded fully due to sprint failing to fulfill their obligationsThis was all on them and they dropped the ball and even now too concerned with the money they stole from me as a consumer rather than do what's rightI will take this to every new station that will listen to Bring how sprint really operatesI ask the Revdex.com to stop the back and forth and come up with final decision.
Regards,
*** ***

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Assumed Answered]
Complaint: ***
I am rejecting this response because:April 30, 2015, I tried to cancel the obsolete number ending in *** when I got my new phone number ending in ***I was told at the Sprint Store in Glendale, California that in the long run it would be cheaper to keep the number ending in ***The phone records for phone number ending in *** will show you that there is zero activity for the phone number ending in *** since April 30, 2015, rendering this number obsoleteSince I tried to cancel the old phone number ending in *** on April 30, 2015, and the number ending in *** has zero activity since April 30, 2015, then I should be reimbursed the $per month starting May 1, to March 18, that Sprint has overcharged for a phone number that I tried to cancel on April 30, 2015, and a phone number that has zero activity since April 30,
Regards,
*** ***

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me. I am working with the regulatory office (*** ***) who has credited my account as I asked and I am currently waiting on a credit card that will pay off what is owed to ATT for the old ipad and I will get a new ipad with srpint. I will keep your number is things stopped going smoothly
Regards, *** ***

February 5, 2017 Revdex.com Ward Parkway Kansas City, MO 64114 Re: Revdex.com File ***, *** *** *** Sprint Account XXXXX5752 Sprint Case
*** To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of Mr*** *** ***We appreciate your assistance in bringing our customers’ concerns to our attention In his inquiry, Mr*** expressed his dissatisfaction with information referencing his past-due Sprint account balance being reflected on his credit reporting, advising that he terminated his Sprint services due to unresolved service and billing issues and that he does not believe that he should owe us any amount. Mr*** requested that we remove that information promptly We regret the circumstances that led to Mr***’s decision to terminate his Sprint services, as well as any misunderstanding that may have occurred related to his account balance and subsequent collections activity. Our records reflect that, subsequent to Mr***’s Sprint services termination, we applied credits totaling $to his account in April to offset service charges. At that time, we also sent prepaid shipping materials to him to facilitate the return of his three Sprint devices to us to prevent our assessing equipment charges. He was made aware that, once we verified our receipt and the condition of his returned equipment in our warehouse, we would apply credits totaling $1,to his account to offset the pending equipment charges in full Unfortunately, we have no record of our having received MrSmith’s devices in our warehouse as agreed. As such, the equipment credits noted above were not applied. Further, because we did not receive that equipment or any payment toward his remaining account balance, information related to that debt was forwarded to an outside agency for collection. We spoke with Mr*** on January 30, 2018, and explained the information outlined above. We also informed Mr*** that we would still credit the noted equipment charges from his account contingent upon the return of his three devices to our possession in good working condition within the next days. Mr*** advised that he shipped his three devices to us in the shipping materials we provided but that he no longer has the tracking informationWe agreed to further investigate the matter and would contact him once additional information became available In an effort to bring MrSmith’s reported concerns to resolution, we forwarded his dispute information to the appropriate warehouse and equipment teams for additional review and are awaiting a response. We are committed to bringing customer concerns to resolution, and we will continue to monitor this matter and will follow up with Mr*** within the next few days We regret any inconvenience this issue may have caused Mr***. If we can be of further assistance with this concern prior to our scheduled follcall, he can contact me by calling our Executive & Regulatory Services department toll-free at 1-844-282-8211, ext***. I am available Monday, Tuesday, Thursday, and Friday between 7:a.mand 5:p.m., Central Time. Sincerely, Leland (Bud) J.Executive Services Analyst

Executive & Regulatory Services
P.OBox
Irving, TX
March 22,
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*** ***Again, it is our pleasure to address Ms***’s account concern once more
In her subsequent inquiry, Ms*** reiterated her dissatisfaction with the level of coverage provided in her home areaDuring our March 16, 2016, conversation with
Ms***, we explained that we investigated the network issues she described in her complaint and found that our network is performing as expected in her areaWe regret that Ms***’s experience with service in her area is falling short of her expectations; however, we were unable to confirm any coverage issues that may have contributed to her complaint
We regret any frustration this matter may have causedIf we can be of further assistance regarding this matter, I can be contacted directly by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext***I am available Monday through Friday between 9:a.mand 5:p.m., Central Time
Sincerely,
Terrence M
Terrence M
Executive Services Analyst

May 5, 2017 Revdex.comWard 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 complaint of Ms*** ***. We appreciate your assistance in bringing our customers’ concerns to our attention. According to Ms***’s complaint, she states that she is due a refund for the Samsung Galaxy Note that she purchased that was later recalledShe states that she was told that she would receive a $credit to the account and a refund for the upfront cost that she paid for the equipmentAs a result, Ms*** is requesting her refund for the upfront cost for the device We spoke with Ms*** on April 12, 18, and May 1, 2017, regarding her concernsAfter our account review, our office was able to confirm that Ms*** activated two Samsung Galaxy Note devices on line ending in ***; however, she was not refunded for the equipmentBased on our findings, there was a credit recently applied to account XXXXX*** in the amount of $for the cost of the deviceAs a result, the current balance to the account is a credit of $-Should Ms*** want to discuss this matter further, she can contact our office directly at her earliest opportunity We regret any inconvenience this matter may have caused. If I may be of further assistance regarding this matter, I can be reached by calling our Executive & Regulatory Services department toll-free at ###-###-####, extension ***. I am available Sunday through Thursday between 1:p.mand 9:p.m., Central Time. Sincerely, Karen ***Executive Services Analyst LP

April 17,
Revdex.com
Ward Parkway, Suite
Kansas City, MO
Re: Revdex.com File ***, *** ***
Sprint Account XXXXX***
Sprint Case ***
To Whom It May Concern:
Sprint is in receipt of the above-referenced complaint of *** ***
submitted on April 11, We appreciate your assistance in bringing our customer’s concern to our attention
According to the information provided, Ms*** stated that she had an unfavorable customer service experience while attempting to address her account concernMs*** advised that she contacted our Customer Care group on two occasions in 2017, and requested to cancel her account; however, her request was not processed and she was billed additional monthly recurring charges for Sprint servicesMs*** requested that Sprint review this matter, cancel and adjust her account accordingly
Sprint has reviewed Ms***’s complaintOur records reflect that Ms*** established services with Sprint on September 18, At that time, she activated phone number ending in *** and purchased an LG LX-device at discounted pricing in exchange for a two-year Service AgreementSince then, Ms*** purchased a Samsung Galaxy Sdevice via Sprint’s Monthly Installment Billing program associated with phone number ending in *** on October 7, Sprint 24-Month Installments is a device installment agreement that gives new and existing customers an affordable option to activate/upgrade to a Smartphone, feature phone or tablet deviceCustomers simply purchase an eligible device with no or a variable down payment, depending on device, and agree to monthly installment payments for each financed deviceThere are no service discounts for devices purchased through Sprint 24-Month Installments and at the time of purchase the customer will be required to pay all applicable sales tax against the Suggested Retail Price (SRP) as well as any applicable down payment for any device being purchasedFor additional information and eligibility requirements customers can visit www.sprint.com/easypay
Upon activation of service, Ms*** was provided with a clear disclosure of her equipment purchase, and all other applicable fees and chargesFurthermore, we were able to locate an electronically signed copy of her Installment Billing Agreement which includes a description of the charges in questionBased on our review, we were unable to identify any miscommunication regarding the terms of Ms***’s plan or other monthly charges on Sprint’s part during the activation of her current plan
We spoke with Ms*** on April 12, 2017, to discuss her concern in detail and relayed the aforementioned information to herDuring our conversation, we advised Ms*** that her respective Installment Billing Agreement has not yet been completed and that cancelling the phone number ending in *** prior to satisfying the terms of the Installment Billing Agreement would result in accelerated cancellation changesWe confirmed that Ms*** wished to cancel her service associated with phone number ending in ***; however, she did not wish to remit payment for the pay off of her Installment Billing AgreementWe advised Ms*** that we would schedule the cancellation of phone number ending in *** for the end of her current billing cycle on April 21, 2017, and in order to provide an amicable resolution and closure for this matter, we would apply a one time courtesy adjustment of the recent reconnect fee in the amount of $as reflected on her March billing statementWe confirmed that her account is scheduled for cancellation and is currently in a good standing as of April 12, 2017; however, we did advise Ms*** that upon cancellation of phone number ending in *** on April 21, 2017, the unbilled charges associated with the respective Installment Billing Agreement will be accelerated to her account as valid charges to be collectedMs*** confirmed understanding with the information and resolution relayed to her
We appreciate Ms*** taking time to provide details of her 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 Ms***’s feedback and will utilize her input to improve our training and processes
We apologize for any inconvenience this matter may have caused Ms***If we can be of further assistance, Ms*** 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

[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 meI was also promised my early termination fee to be returned from a store manager in the Virginia Beach location on Virginia Beach Blvd., but since there are rules around returning replacement devices that NOBODY ever explained to me, I was rejected that money back*** H was helpful in returning money on a closed account with a negative balance, but that should have been returned months agoHe also explained that if you decide to return a replacement device, and you only have one line of service, your plan is automatically cancelled because they assume you are forfeiting your line of service by sending a phone back to SprintFunny how they forgot to mention that when my husband called before and after the phone was returned and nobody ever mentioned thisIf the customer service team explained to me or my husband that I would lose my plan and service with Sprint for returning a replacement device, we would have done everything in our power to avoid thatSince I was overseas at this time, there was no possible way to return the broken device in the timeframe allowed, therefore I had essentially no option but to accept this outcome and pay an early termination fee.
Regards,
*** ***

June 21, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case *** Non Account Holder, *** *** 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 received, Ms*** stated that she visited a Sprint retail store on April 10, 2017, and purchased an accessory for her phone and expressed her dissatisfaction with the level of customer service she received. She stated that the accessory did not function properly, so the next day, she returned to the store to request a refund for the itemShe further stated that they were unable to return her money because she could not provide the account number; however, she could select something of equal value or they would send her a check. She stated she advised them she would like a check sent to her and provided them with her address; however, she has not received the refund checkAs a result, Ms*** is requesting to be refunded $for the accessory that she has returned We contacted the store manager who advised us that if she would return to the store, he would provide Ms*** with a cash refund in the amount of $We spoke to Ms*** on June 14, 2017, and provided her with this information. She stated that she considers the issue resolved to her satisfaction We appreciate Ms***’s feedback regarding her interactions with our Retail Store representativesWe are continually striving to improve the quality of service provided to our customersPlease be assured that we value her feedback and will utilize her input to improve our training and processes We regret any inconvenience this matter may have caused Ms***. If I can be of further assistance, I can be contacted by calling our Executive & Regulatory Services department toll-free at ###-###-####, extension ***. I am available Monday through Friday, between 9:a.mand 5:p.mCentral Time Sincerely, Sharon RExecutive Services Analyst

September 13, 2016 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 provided, Ms***, stated that a payment was fraudulently made from her checking account to a different Sprint account. She is requesting that we refund the unauthorized payment that was made from her checking account During our discussion with Ms*** on September 6, 2016, we apologized for any inconvenience she may have experienced as a result of this issue. Further, she informed us that she has received the refund for the unauthorized payment, however; she is not satisfied with the level of customer service or time it took to process her refund We appreciate Ms***’s taking the time to provide us with the details of her experience with our Customer Care representatives. We regret that the level of service she received was not indicative of the world-class service we strive to provide. The feedback she provided has been forwarded to the appropriate management staff for further review. We regret any inconvenience that this issue may have caused. If I may be of further assistance regarding this matter, please contact me by calling this department toll-free at ###-###-####. I am available Monday, Tuesday, Thursday and Friday between a.mand p.m., Central Time Sincerely, Tobias TExecutive Services Analyst

June 20, 2016 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 of Mr*** ***. We appreciate your assistance in bringing our customers' concerns to our attention. In the information received, Mr*** disputed device charges assessed to his Sprint account when he terminated his services with us due to military deployment, citing that we initially agreed to remove those charges upon our receipt of his devices to our possession but that he subsequently learned that the charges remain and that the matter is reflected on his credit report. Mr*** requested that we credit the equipment charges and restore his credit bureau reporting related to this matter. We regret any possible misunderstanding that may have occurred regarding Mr***’s Sprint account balance. Sprint offers our customers who are deployed in the military and can provide the requested documentation the ability to suspend services for up to months. During that time frame, the customer’s service is suspended to prevent usage and monthly service and device installment agreement charges are not billed. The months while the account is under military suspension will be deducted from any existing device agreement. Customers who subscribe to our Military Suspend Plan receive three letters after enrolling in the program. The first letter sent provides the terms and conditions of the military suspend policy and agreement. The second letter, sent during the thirty-fifth month of suspension, is a reminder to the customer that the suspension term is nearing expiration. It directs the customer to contact our Customer Care department to reactivate their previous plan or choose a new plan if their previous plan is no longer available. The third and final letter is sent in the thirty-sixth month to inform the customer that the military suspend has expired, and it will direct the customer to call Sprint immediately to select a service plan. If no contact is made with Sprint within days of the third/final letter, the line of service will be canceled Although the Sprint Military Plan does not waive Sprint Easy Pay balances when canceling service, our research revealed that one of our Customer Care representatives agreed on July 15, 2015, to apply credits to Mr***’s account to offset the Sprint Easy Pay balances for his two lines of service in exchange for the return of the associated equipment in good condition by July 30, 2015. Our records reflect that the equipment was received on August 19, 2015. Although we did not receive Mr***’s returned devices by the agreed-upon date, we applied credits totaling $to his account on June 15, 2016, to offset the disputed charges in full. As a result, his account is in closed status and reflects a zero balance. In addition, we have contacted the third-party collections agency assigned to his account and requested that further collection efforts on the account be discontinued. The collections agency will update the credit bureaus to remove any negative reporting regarding this issue. During our June 15, 2016, conversation with him, we advised Mr*** of the above-noted information. We also informed him that credit reporting bureaus may take up to days to reflect the referenced changesMr*** expressed satisfaction with our resolution. We regret any inconvenience this matter may have caused Mr***. If we can be of any further assistance with this concern, Mr*** can contact me directly by calling our office toll-free at ###-###-####, ext*** and referencing case ***. I am available from 7:a.mto 3:p.m., Central Time, Monday through Friday. Sincerely, Stan S.Executive Services Analyst Tell us why here

March 14, 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 *** ***. We appreciate your assistance in bringing our customers’ concerns to our attention According to the information provided, Ms*** stated that she purchased and subsequently returned equipment during Sprint’s Satisfaction Guarantee return periodMs*** expressed her dissatisfaction with being billed and paying for services, after cancelling her account during Sprint’s Satisfaction Guarantee periodMs*** requested that Sprint review this matter and process a refund to her accordingly Sprint is committed to providing world-class customer service, and we stand behind our commitment with a 14-day Sprint Satisfaction Guarantee return policy on all our equipment. You can return your equipment to the point of sale within that time period for a full refund. Sprint assesses a $restocking fee for returns and exchanges. If your service plan required a service agreement, no termination fee is charged when you cancel within days of activation. Additionally, we will refund any activation fees within three days of activation. You are responsible for all prorated monthly service charges, access and airtime charges, and the related taxes, surcharges and fees accrued on your account through the deactivation date. Please also note that premium content charges, overage minute charges, roaming charges, and applicable long distance and/or International charges will be billed on your final invoice. This policy may not reflect the additional return policies of our authorized 3rd-party dealers or retailers. Further information regarding our Return Policy can be viewed on our website at www.sprint.com/returns We spoke with Ms*** on March 8, 2017, and discussed her concernsWe are pleased to inform that the matter has been resolved to her satisfactionBased on our findings, we have verified that Ms*** cancelled her Sprint account and returned the device within Sprint’s Satisfaction Guarantee return periodBased on this, an $credit was applied to her account to offset the disputed charges billed and paid for by Ms***As such, we approved and processed a refund check for the above amount, which was mailed to the address on file. Ms*** has been advised to allow to business days to receive the refund check from date of approval We regret any inconvenience that this matter may have caused Ms***. If I can be of further assistance, Ms*** can reach me at the Executive & Regulatory Services department toll-free at ###-###-####, extension ***. I am available Monday through Friday, between 7:a.mand 3:p.m., Central TimeSincerely, 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,
Henrietta ***

November 21, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case ***, *** *** Account XXXXX*** Case *** To Whom It May Concern: Thank you
for forwarding the above-referenced inquiry to our office. We appreciate your assistance in bringing our customers’ concerns to our attention. We spoke with Mr*** *** on November 18, 2016. We are confident the issue outlined in the complaint has been addressed and resolved. In the inquiry, Mr*** indicated he visited a retail location in August and was offered a Buy One Get One (BOGO) Free promotion on two devices with our lease program. The employee assisting him upgraded one line of service on phone number ***. Then the employee added a new line of service to his account with phone number ***. He noticed the new line of service charge on his following invoice and went back to the retail location to address that matter. The new line of service with phone number ending *** was canceled on September 13, 2016. The device was a Samsung Note 7, which was recalled. As a result of these changes, on the subsequent invoice, Mr*** was charged the $equipment lease fee on the *** numberThis is a valid charge as there are no longer two leased devices with the BOGO promotion, and the required new line of service requirement was not met We regret any possible misunderstanding regarding our BOGO promotion. We reviewed Mr***’s account and confirmed that our Customer Advocacy Team canceled the lease on phone number ending *** and applied substantial credits to offset a majority the amount due for the second device that did not meet our BOGO promotion. This only left a valid $End of Life cost due. During our discussion with Mr***, he stated that he was still dissatisfied with the courtesy credits issued for the device he upgraded on a second line of service. Furthermore, despite Mr*** not meeting the printed and advertised requirements of the BOGO promotion, he requested that Sprint offset the entire amount for the second device that did not meet the BOGO promotion. Although we believe our initial offer is more than equitable in offsetting a majority of the device costs, leaving a $balance payable to Sprint for the End of Life charges, to reach an amicable resolution for a tenured customer, and to bring final closure on this matter, Sprint has applied a credit toward this valid charge. As a result, Mr*** will not be assessed a lease fee going forward. He was satisfied with the resolution. Sprint considers this matter fully addressed and resolved We appreciate Mr*** taking time to provide details his experience at one of our retail locations. We are continually striving to improve the quality of service provided to our customers. Please be assured that we value customer feedback and that his concerns will be forwarded to the appropriate managerial staff for further review We regret any inconvenience Mr*** may have experienced as a result of this matter. If we can be of further assistance, he can contact the Executive & Regulatory Services department toll free at ###-###-####, extension ***. I am available Monday through Friday from 8:a.mto 4:p.m., Central Time Sincerely, Ann HExecutive Services Analyst

June 13, 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 Ms*** ***. We appreciate your assistance in bringing our customers’ concerns to our attention. In the information provided, Ms*** expressed concerns with her account billing, stating that she activated two new lines of service and requested that all four lines be placed on a family plan. However, her plan was not changed and her services were interrupted, although she requested that we change her bill due date We regret any possible misunderstanding that may have occurred related to Ms***’s Sprint billing and any delay she may have experienced while attempting to resolve these matters. Our records reflect that Ms*** activated two lines of service ending in *** and *** on May 4, 2017, on account number xxxxx***. Then on May 16, 2017, we completed a change of ownership request and transferred her lines ending in *** and *** from account xxxxxx*** to the new account. Our records further indicate that two of the lines were sharing the unlimited Freedom plan and the other two were on the 3G Better Choice plan. During our June 7, 2017, conversation with Ms*** we confirmed the information above. At her request, we have updated the service plan to the unlimited Freedom for the lines ending in *** and ***, to take effect on the next bill cycle, on July 4, 2017. Additionally, we applied credits totaling $to the closed account and $to the new account, to offset the balances, as a gesture of goodwill. Thereafter, we updated the bill cycle due date on the account, to reflect a due date of the 4th of the month. We advised Ms*** that her billing will be impacted, as she will likely receive two bills within one cycle reflecting prorated charges from the old billing cycle and month in advance charges for the new billing cycle date. Ms*** expressed her satisfaction with the actions taken and will contact me should she have any questions regarding her next month’s billing. We appreciate Ms***’s taking time to provide details of her experience with our Customer Care representatives. We are continually striving to improve the quality of service provided to our customers. Please be assured that we value customer feedback and that the information provided will be forwarded to the appropriate management staff empowered to make changes in this area We regret any inconvenience this matter may have caused. If we can be of further assistance related to this issue, Ms*** can contact me directly by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext***I am available Monday through Friday between 7:a.mand 3:p.m., Central Time Sincerely, LaDonna *** Executive Services Analyst

May 4, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com
Inquiry ***, *** *** Sprint Account xxxxx*** Sprint Case *** To Whom It May Concern: Sprint is in receipt of the inquiry filed with your office by Mr*** ***. We appreciate the opportunity to address his concerns. Based on the information provided, Mr*** states that he canceled the service on his account four months ago, and moved out of the country. He further advises that he later received an invoice for $10.12, and he is disputing this charge. Therefore, he is requesting that we review this matter. Our records reflect that Mr*** ported his numbers in January 2017; however, one line remained active, resulting in monthly charges. We confirmed that the last line has been canceled, and that the charges have been negated. Mr*** contacted our office on May 2, 2017, and confirmed that his account concerns have been resolved We regret any inconvenience that this matter may have caused Mr***. If he needs further assistance, he can contact me toll-free at ###-###-####, ext####. I am available Monday, Tuesday, Thursday, and Friday from a.mto p.m., Central Time Sincerely, Michal MExecutive Services Analyst

June 16, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case ***, *** *** Account xxxxx*** Sprint Case *** To Whom It May Concern: Sprint is in receipt of the above referenced follinquiry. We appreciate your assistance in bringing our customers’ concerns to our attention and regret Ms*** has contacted your office again, citing dissatisfaction with our previous response. According to the information provided in her follinquiry, Ms*** again states that she is dissatisfied with the billing on her Sprint account and late fees assessed when paying the bill after monthly credits post 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 pricingUpon upgrading her device, Ms*** was provided with a clear disclosure of her monthly recurring charges and equipment purchase and all other applicable fees and chargesFurthermore, we were able to locate signed copies of her electronic service agreement which includes a description of the charges in question. Based on our review, we were unable to identify any miscommunication regarding the terms of her plan or other monthly charges on Sprint’s part during the activation of her current plan. Further, our records show that Ms*** participates in our promotional Friends and Family plan, and as part of that promotion she is eligible to receive a monthly account service credit of $for each device upgraded via a lease or installment agreement and those credits are applied each month on the corresponding date of the device upgrade, until the fulfilment and/or cancellation of that agreementAs stated in our Terms and Conditions, which can be viewed on www.sprint.com, payment is due in full as stated on your billIf we do not receive payment in full by the date specified on your bill, a late payment charge, which may be charged at the highest rate permissible by law, may be applied to the total unpaid balance. During our previous conversation with Ms***, we advised her of the above information and the billing process and confirmed that her billing is accurate. Although Ms*** expressed dissatisfaction about the billing process, we maintain that there was no billing error. We regret any inconvenience this matter may have caused Ms***. If she would like to further discuss this matter, she can contact me directly by calling our office toll-free at ###-###-####, extension ***. I am available Monday through Friday, from a.mto p.m., Central Time Sincerely, John CExecutive Services Analyst