Sprint Corporation

April 7, Revdex.com Ward Parkway, Suite Kansas City, MO 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*** ***, submitted on March 20, 2017. We appreciate your assistance in bringing our customers’ concerns to our attention According to Ms***’s complaint, she states that she was contacted by a collection agency in an effort to collect a debt on behalf of SprintAs a result, Ms*** is requesting that Sprint assist in settling the balance We spoke with Ms*** on March 29, 2017, regarding her disputeWe confirmed with Ms*** that the balance in the amount of $has been referred to a third-party collection agencyAs a result, we would require the balance to be paid in fullWe advised that the balance on account XXXXX*** is for Monthly Recurring Charges (MRC) totaling $153.82, accelerated lease charges and End of Lease equipment purchase cost for lines ending in *** and ***. These charges total $At the time of our call, Ms*** declined to make a payment. We have reviewed the account and determined that all charges associated with account XXXXX*** are validFurthermore, we would require the balance to be paid in fullAs a result, we respectfully decline the request to settle the write off balance on the account. 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 Monday, Tuesday, Wednesday, and Friday between 8:a.mand 5:p.m., Central Time Sincerely, LaToya *** 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:Once again, Sprint refuses to accept any responsibility for this error, or change their stance in any wayFor this reason, I again reject their responseSprint shares an equal part of the blame for my early termination fee (per the incorrect information I was given by two customer service representatives), and they need to honor the 50% reduction of the fee that I was offered, which was subsequently rescinded.Until Sprint accepts their part of the responsibility for my case, and until they honor the reduction that was offered, I refuse to accept their response
Regards,
*** ***

July 26, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Inquiry ***-Rebuttal, *** *** Sprint Account xxxxx*** Sprint Case *** To Whom It May Concern: The above-referenced rebuttal of Mr*** *** has been forwarded to our office for review. We appreciate your assistance in bringing our customers’ concerns to our attention and regret the circumstances that led to Mr***’s contacting your agency once again In his rebuttal, Mr*** acknowledged our actions in response to his initial filing; however, he expressed his continued dissatisfaction with his Sprint billing. He also advised that he has since canceled his Sprint services We regret that Mr*** remained dissatisfied with his equipment upgrade pricing options and elected to cancel service with Sprint. However, as we explained during our July 24, 2017, follconversation with him, in order to complete his desired equipment upgrade to a new device, he was required to satisfy any required upfront costs due at the point of sale. Those costs are determined based on the device model selected and the terms of the equipment financing options he chooses. We again thanked Mr*** for his candid feedback related to his interactions with our representativesAs a courtesy, we applied a one-time $credit to his account to offset a portion of his final month’s charges. Mr*** confirmed that he understood the information provided and was satisfied with our actions We regret the loss of Mr***’s business. If we can be of further assistance with this matter, Mr*** can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, extension ***. I am available Monday through Friday between 7:a.mand 3:p.m., Central Time Sincerely, John CExecutive Services Analyst

January 12, 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-mentioned complaint of Ms*** ***. Sprint received this inquiry on December 21, 2016, and we appreciate your assistance in bringing our customers’ concerns to our attention. In her inquiry, Ms*** is seeking assistance with her account billing concerns. Ms*** stated her account was suspended, due to the lease accelerated billing charges assessed to her account. She also stated she has contacted our Customer Care department for assistance with her account; however, her concerns remain unresolved. Ms*** stated she returned the leased device; however, the disputed charges remain on her account. Because, Ms*** was unable to resolve her account billing concerns, she is requesting that her account be credited for the return of her old device, an iPhone We spoke with Ms*** regarding her account billing concernsWe advised Ms*** that her account was inadvertently assessed two lease accelerated charges. We advised her that we applied credits on September and December 28, to offset both lease accelerated charges. We also applied a credit of $towards the lease cancellationIn addition, a credit totaling $was applied representing the shipping, activation and late fees for the November and December billing statements We appreciate Ms*** for taking the time to provide us with the details of her experience regarding her account concerns and customer service experiences. We are continually striving 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. Ms*** accepted our resolution and did not have any further concerns regarding this matter We regret any inconvenience this matter has caused Ms***. If Ms*** needs further assistance, she may contact me by calling the Executive and Regulatory Services department toll-free at ###-###-####, extension ***. I am available Monday through Friday from 8:a.mto 4:p.m., Central Time Sincerely, Alethea BExecutive Services Analyst

May 9, 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 of Ms*** *** has been received by our office and we appreciate your assistance in bringing our customer’s concern to our attention According to the information provided Ms*** stated that she had requested that her account be canceled in January and the request was not completedShe is requesting that Sprint verify cancellation of the account and provide a credit for unused service charges We have reviewed Ms***’s account and note that prior to our receipt of the above inquiry, that Ms***’s account was automatically cancelled when she elected to port out her services. Additionally, our records show that due to her active device installment agreement at the time of cancellation that her account was automatically billed the remaining charges under that agreement in addition to her monthly service charges, which are billed in advance as stated in our Terms and Conditions of Services. Although we maintain that her account balance was valid, our records show that a credit was applied to her account to offset the balance reflected We spoke with Ms*** on April 28, to discuss her account issues At that time we advised her of the above information. Ms*** verified satisfaction with the resolution We regret any inconvenience that this matter may have causedIf I can be of further assistance, Ms*** can contact me by calling the Executive & Regulatory Services department toll-free at ###-###-####. I am available Monday through Friday, between 7:a.mand 3:p.m., Central Time Sincerely, John CExecutive Services Analyst

June 23, 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 of Ms*** ***. We appreciate your assistance in bringing our customers’ concerns to our attention In the information provided, Ms*** expressed her dissatisfaction with her monthly Sprint billing being higher than the estimate she was provided when she established services with us. Ms*** also described unfavorable customer experiences during her attempts to address that concern. She requested that we correct her billing or allow her to terminate her Sprint services We regret any possible misunderstanding that may have occurred regarding Ms***’s Sprint billing. However, we are unable to identify any billing error associated with her account based on her chosen rate plan, equipment, and other account options. Unfortunately, our attempts to contact Ms*** via telephone and e-mail on June 12, 19, 21, and 22, 2017, were unsuccessful. However, based on the nature of her inquiry, we will need to speak with her directly in order to further address her concerns We appreciate Ms***’s taking time to provide details of her experience with our retail and 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 Ms***’s concerns will be forwarded to the appropriate managerial staff for further review We regret any inconvenience Ms*** may have experienced as a result of these mattersWe believe that we can fully address her reported concerns, and we look forward to having the opportunity to do so. As such, if Ms***’s issues remain unresolved, she can contact me by calling our department toll-free at ###-###-####, extension ***. I am available Monday through Friday between a.mand p.m., Central Time Sincerely, Beatrice R Executive Services Analyst

July 26, 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*** stated that she selected a service plan that included unlimited calls and texts to Mexico when she switched to Sprint. She stated she was billed $on her first invoice and $on her subsequent invoice for calls to Mexico. As a result, she requested that Sprint review this matter and credit the international calls to Mexico that have been assessed to her account During our conversation with Ms*** on July 17, 2017, we explained that our records reflect that the service plan she selected when she activated new Sprint service does not include unlimited calls to Mexico. We are unable to determine any billing errors and sustain that the international call charges are valid. However, in an effort to reach an amicable resolution to this matter, we offered to add unlimited calling to Mexico for an additional $per month and to provide an account concession credit of $to offset a portion of the international calls on her July invoice. Ms*** accepted our offer and confirmed that her issue is resolved We appreciate Ms*** for taking the time to provide us with her feedback regarding her experience with our retail store representative. 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 I can be of further assistance with this matter, Ms*** can contact me by calling the Executive & Regulatory Services department toll-free at ###-###-####. I am available Monday through Friday, between 8:a.mand 4:p.m., Central Time. Sincerely, Jennifer F.Jennifer F.Executive Services Analyst

Sprint called me today and resolved the issue by giving me $off of my bill for the next monthsThey will retrain their staff and will also waive the activations fees for the new phones

May 10,
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
complaint of *** *** *** on behalf of *** *** submitted on April 19, We appreciate your assistance in bringing our customers’ concerns to our attention
Ms***’s filing expressed her dissatisfaction with the delay in receiving American Express Reward Cards as part of our Contract Buyout promotional offerMs*** requested that Sprint review this matter and honor the above promotion
Sprint has reviewed Ms***’s complaintWe spoke with Ms*** on April 26, 2017, to discuss their account concernsDuring our call, we advised Ms*** that we would review this matter and follwith them accordinglyOur records indicate that Mr*** established services with Sprint on February 11, At that time, he portphone lines ending in *** and ***In addition, he activated two devices via Sprint’s Leasing program
We regret any possible misunderstanding that may have occurred related to the terms of our Contract Buyout Promotional offerAs stated in the Terms and Conditions of the Contract Buyout promotion, potential Sprint customers are required to potheir active wireless number(s) from ***, *** or ***Porting customers are required to upload their previous provider’s invoice with the Early Termination Fee(s) and/or Accelerated Device charges assessed to our website to register for the Buyout creditAdditionally, the customer must tutheir old cellular provider’s device to SprintOnce approved, expectation regarding the delivery of the Contract Buyout Reward Cards is to weeksSprint does not pay the previous provider directly for the Early Termination Fee(s) and/or Accelerated Device chargesAdditional information regarding the aforementioned promotion can be located at our website at www.sprint.com/jointoday
Upon further review, we confirmed that Sprint approved and processed American Express Reward Cards on April 27, 2017, totaling $733, which was delivered to his address on fileSince our initial conversation, we attempted to contact Ms*** and Mr*** via phone and email on April 27, and May 1, 2017, to relay the aforementioned resolution to themUnfortunately, we were unable to reach them directlySubsequently, we received e-mail correspondence from Ms*** on May 3, 2017, advising us that they have received their American Express Reward Cards and their concerns were satisfactorily resolved
We regret any inconvenience that Mr*** and Ms*** may have experienced while attempting to resolve this matterIf we may be of further assistance, Mr*** can reach us by calling the Executive & Regulatory Services department toll-free at ###-###-####I am available Monday through Friday from a.mto p.m., Eastern Standard Time
Sincerely,
/s/ Dar-Sheen ** ***
Dar-Sheen ** ***
Executive & Regulatory Services

[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 also want something in writing for my records stating that I owe sprint nothing until the 30th of November if this could be mailed to me that would be great thank you
Regards,
*** ***

July 7, 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 complaint of Ms*** *** regarding his Sprint account. We appreciate your assistance in bringing our customers’ concerns to our attention. According to the information provided, Mr*** stated that he was unable to get his previous carrier’s iPad to work on Sprint’s network even though he was advised at the point of sale that his device was eligible. Therefore, he has requested that Sprint provide compensation to him by removing the charges for the LG device he agreed to purchase or removing six months of service charges as a result of his inconvenience. During our discussion with Mr***, we advised him that 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 network. Unlocking 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 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 www.sprint.com/unlock We confirmed that although Mr***’ iPad device is listed as being capable of domestic SIM unlocking; wireless carriers cannot guarantee that any carrier-branded device will work with any other carrier. As a result, no credit is due for this issue. However, in order to resolve his dispute amicably, we canceled his tablet line of service ending in *** effective June 25, 2017, and waived all charges associated with this lineMr*** stated that he accepts this resolution. We regret any inconvenience that this matter may have caused. If I may be of further assistance, Mr*** can reach me by calling the Sprint Executive & Regulatory Services Department toll-free at ###-###-####, ext***. I am available Monday through Friday from a.mto p.m., Central Time Sincerely, Clara CExecutive 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:Complaint Detail / ProblemComplaint Type:Service IssuesselectProblem:This is my second complaint to sprintSame issue too, I'm getting billed once again! After my last call I thought this issue was resolved but I got another billIt is only for a dollar but that is not the pointI was told I had nothing left to pay for that my account is closedIt makes me really mad to see another bill come upAlso, I was told my November bill was to be waived and I were to get a refund I have yet to get that money back.TranslateDesired Resolution / OutcomeDesired Resolution:-- Select your Desired Settlement --selectDesired Outcome:I want a refund for NovemberI didn't use the service whatsoever because it was supposed to be cancelled and I want this last bill to be waived
Regards,
*** ***

July 28, 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 her inquiry, Ms*** expressed her dissatisfaction with our customer service representatives while trying to resolve a device issue. Ms*** stated that her device stopped working on June 30, 2017, and will not power onShe stated she was referred to our store for assistance, and the store technician advised her to file an insurance claim as the device cannot be fixedMs*** said she called customer service back and was told she will have to pay $for the deductible to file a claim. As a result, Ms*** is requesting for her device to be repaired Our record reflects that Ms*** started service with Sprint on February 24, 2017, with five lines of serviceTo resolve this matter, we offered to credit the $deductible as a one-time courtesyDuring our July 14, 2017, conversation with Ms***, the information was explained to her. She thanked us for our help Ms*** subscribes to our TEP option on her ###-###-#### of service. If the problem with her device is covered under the Equipment Service & Repair Program (ESRP) portion of TEP, her device will be repaired or replaced at no charge at a Sprint service and repair center for the first two visits. Ms*** will be charged $for each subsequent visit to a Sprint service and repair center, if her device requires repair or replacement within a rolling 12-month periodIf the problem with Ms***’s device is covered under the Equipment Replacement Program (ERP) insurance portion of TEP, she should contact Asurion, our TEP program administrator, to file a claim. A deductible of $to $350, depending on the device model, is required at claim approval. Further details regarding TEP and the coverages under ESRP and ERP are available on our website at www.sprint.com/tep We regret any inconvenience this matter may have caused, and are happy that Ms***’s issue is resolvedIf 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

August 15, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File ***, *** *** on behalf of *** *** Virgin Mobile USA Inquiry Sprint
Case *** To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of Ms*** ***, filed on behalf of her mother, Ms*** *** regarding our Virgin Mobile USA (VMU) productIn her complaint, Ms*** indicated her mother’s services were interrupted due to non-returned equipment. Because she claimed to have already returned the device related to this inquiry, she requested her mother’s services be restored Our records reflect that a replacement device was sent to Ms*** on June 14, 2017, and her services were temporarily suspended on July 31, 2017, because the original device was not returned to the warehouse within days. During our conversation with Ms*** *** on August 4, 2017, we explained the information detailed aboveAs a courtesy, we resumed services. We were able to validate the return of the device in question on August 4, 2017. She confirmed that her mother is now able to make and receive calls at this time and considers this complaint resolved to her satisfaction On behalf of Sprint, I regret any inconvenience Ms*** may have experienced as result of this matter. If she has any additional questions regarding this issue, she can contact me by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####, ext***I am available Monday through Friday from a.mto p.mCentral Time. Sincerely, La Taushia LExecutive 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,
Sheila ***

[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
Sprint's resolution is appreciated in resolving the consequences of their own flawed device return policyI would encourage them to immediately amend their policy to allow persons to close their account and surrender their device(s) at any of the many Sprint location capable of accepting devices surrendered for upgrading
Regards,
*** ***

Please see the attached response from Sprint

June 15,
Revdex.com
Ward Parkway, Suite
Kansas City, MO
Re: Revdex.com Case ***-Rebuttal, *** *** ***
Sprint Account xxxxx***
Sprint Case ***
To Whom It May Concern:
Sprint is in receipt of the above-referenced rebuttal of Mr*** *** ***We appreciate your assistance in bringing our customers’ concerns to our attention and regret the circumstances that led to Mr***’s contacting your agency once again
In the information provided, Mr*** disputed his June invoice’s due date for payment, stating that he was advised by Sprint that it would be updated to his desired date of the first of each monthMr*** expressed his concern that his service would be interrupted due to the due date currently reflected on his account
We regret any possible misunderstanding that may have occurred regarding Mr***’s request to change his billing due dateOur records reflect that on May 5, 2017, we updated his account to reflect his monthly due date to the first of each monthBecause we updated his ending billing period from the 2nd to the 8th of each month, Mr*** received an invoice for the billing period of June through June 8, 2017, totaling $Subsequently, Mr*** received a second invoice on June 12, 2017, for the new billing period of June through July 8, 2017, with the new payment due date being July 2,
During our June 15, 2017, conversation with Mr***, we explained the information outlined above and confirmed that no Sprint billing error has occurred in this matterAs a courtesy and in an effort to resolve his billing dispute, and bring closure to this matter, we applied a credit for $to offset the invoice that generated for five days of serviceMr*** expressed his satisfaction with our resolution
If we can be of further assistance with this matter, Mr*** can contact me directly by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext***I am available Monday and Wednesday through Friday between a.mand p.m., Central Time
Sincerely,
*** W
Executive Services Analyst

Tell us why hereJuly 18, 2016 Revdex.comWard Parkway, Suite 200Kansas City, MO 64114 Re: Revdex.com Case *** *** *** Sprint Account xxxxx*** Sprint Case
*** To Whom It May Concern: Sprint is in receipt of the above-referenced complaint filed by Mr*** ***. We appreciate your assistance in bringing our customers’ concern to our attention. According to the information provided, Mr*** states that he damaged his Apple iPhone device and when he visited his local Sprint service and repair center he was advised that he would need to have his device replaced via the Total Equipment Protection (TEP) program offered through AsurionHe further states that he requested a replacement device via Asurion; however, they sent the device to the wrong addressAs a result, he is requesting that Asurion send him a replacement device to the correct address As we discussed with Mr*** on July 18, 2016, Asurion sent him a replacement device on July 14, 2016. Our records reflect that on July 17, 2016, Mr*** activated his replacement device via his local Sprint service center. As a goodwill gesture, we have also applied credits totaling $to his account to offset a portion of his monthly service charge. Mr*** expressed his satisfaction with this resolution. We appreciate Mr*** for taking the time to provide us with the details of his customer service experience. We are continually striving to improve the quality of service provided to our customers. Please be assured that we value his 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. If I can be of further assistance with this matter, Mr*** can contact the Executive & Regulatory Services department toll-free at ###-###-####, extension ***. I am available Monday through Friday, between a.mand p.m., Central Time. Sincerely, Sean J.Executive 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 Sprint in reference to complaint ID ***, and find that this resolution is satisfactory to me and due to all the stress involved in obtaining the service I pay forMs *** did attemp to solve the issue although the credit given was miscalculatedI DO NOT receive any discount on data service as she stated and used to calculate the creditI do appreciate her attempt.I also spoke to KY Attorney General who explained to me that although unethical, it is not criminal for Sprint to charge a fee for not participating in automatic withdraw to pay for my service.
Regards,
*** ***