Sprint Corporation

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,
*** ***

May 16, Revdex.com Ward Parkway, Suite Kansas City, MO Re:
Revdex.com File ***, *** E*** Sprint Account xxxxx*** Sprint Case *** To Whom It May Concern: Sprint is in receipt of the inquiry of Mr*** E***. We appreciate your assistance in bringing our customers’ concern to our attention According to the information received, Mr*** states that when he cancelled his Sprint service in February 2017, he returned one of is devices for a waiver of the End of Lease Purchase amountMr*** states that because he was on Autopay, a payment for the balance of $was processed due to a delay in returning the device. Mr*** states that he was told that his refund is being processed; however, he has not received it. As a result, Mr*** is requesting that Sprint send him a $refund We attempted to reach Mr*** via phone and email on May 2, 5, and 11, 2017, to speak with him regarding his account concerns. Unfortunately, we have not received a response. Sprint is committed to protecting the privacy of our customers. In accordance with that commitment, we take measures to verify that anyone contacting us about an account is authorized to discuss and/or make changes to that account. Specifically, we require that each account has a PIN and that the PIN is verified by the account holder or an individual authorized to have access to the account before we can discuss sensitive account information or make any changes to the account. Therefore, Mr*** can contact us at the number provided below at his earliest convenience to complete the authentication of his account so that we can fully resolve his concerns. In an effort to address this matter, we have reviewed our records. We find that an electronic refund in the amount of $was sent to Mr***’s active checking/savings account on April 25, We trust that this action resolved Mr***’s concern We regret any inconvenience this matter may have caused. If I can be of further assistance, Mr*** can contact the Executive & Regulatory Services department toll-free at ###-###-####, ext***. I am available Monday through Friday between 9:a.mand 6:p.m., Central Time Sincerely, Leland *** *Executive Services Associate 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 response is satisfactory to me
I spoke with *** *** (Sprint executive and regulatory services analyst) personally and SHE alone addressed my concerns raised in complaint ID ***I used this forum, among others, to get the attention of Sprint, so that my concerns would be taken seriously while also addressed expeditiouslySo again, prior to the response from this Revdex.com complaint, the representative above acted upon my grievance and rectified the matterThank you
Regards,
*** ***

July 29, 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 Mr*** ***. We appreciate your assistance in bringing our customers' concerns to our attention. In the information provided, Mr*** expressed his dissatisfaction with the level of customer service provided by our representatives during his attempts to address a billing dispute, citing that we are not meeting our offer to credit his account for the value of a device he purchased as part of a promotional offer. He requested that we honor the terms of that offer by applying the promised credit to his account and refund the additional money paid towards the device installments that should be free We appreciate Mr***’s taking time to provide details of his experience with our Customer Care representatives. We regret that the level of service he received was not indicative of the world-class service we strive to provide. Please be assured that we value customer feedback and will utilize his input to improve our training and processes We further regret any possible misunderstanding that may have occurred related to the terms of our referenced promotional device offer. Our records reflect that Mr*** activated his Sprint service on March 10, 2016, under our half-off Installment Billing or Lease promotional offer. Our records further reflect that he did not meet the qualifying terms of the Samsung Buy One Get One (BOGO) offer as the referenced BOGO offer was not being offered until March 18, We contacted Mr*** and explained the information above. Mr*** accepted the information, but had concerns with the information presented to him by representatives of our customer service department on March 20, 2016. He stated that he would have cancelled within our satisfaction guarantee timeframe had we informed him at that time that he did not qualify for the Samsung BOGO offer. Therefore, he requested that we fulfill the referenced BOGO offer. We requested additional time to review the matter with the Sprint executive team. He agreed to a folldiscussion as additional information became available We followed up with Mr*** on July 27, 2016. At that time, credits totaling $were applied to his Sprint account to offset the full disputed balance of equipment charges to match the terms of Samsung’s BOGO promotional offerMr*** confirmed his complete satisfaction with the resolution provided On behalf of Sprint, I apologize for any inconvenience this matter has caused Mr***, as well as any delay in our addressing his billing concerns. If we can be of further assistance with this issue, he can contact me directly by calling our Executive & Regulatory Services department toll-free at ###-###-####, extension ***. I am available Monday through Friday between 7:a.mand p.m., Central Time Sincerely, Russell ** *** **Executive Services Analyst

October 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 filed by Ms*** ***We appreciate your assistance in bringing our customers’ concern to our attention. In the information provided, Ms*** expressed her dissatisfaction with the length of time taken to receive credits and a refund of charges assessed to her Sprint account for services and device accessories when she activated services with us, citing that she cancelled her Sprint services within five days. Ms*** requested that we provide the appropriate account credits and refund We regret Ms***’s decision to close her Sprint account and the subsequent delay in addressing her credit and refund concerns. Our records reflect that Ms*** established two new lines of Sprint service on July 9, 2016, at one of our authorized third-party retail locations but that the equipment associated with her lines of service were not received by Sprint after the termination of her services. As such, we assessed charges totaling $to her account for the unpaid balance of her equipment installment billing purchase agreements, pursuant to the terms of those agreements Unfortunately, our attempts to contact Ms*** by telephone and via e-mail on October 6, 10, and 17, 2016, to discuss her reported concerns in detail were not successful. We also sent a letter to Ms*** at her billing address of record on October 10, 2016, acknowledging our receipt of her inquiry and inviting her to contact us for assistance. To date, we have not received any response from her Although we were unable to speak with Ms*** directly, our records reflect that she spoke with representatives of the referenced retail location’s district management team on October 4, 2016, regarding her reported concerns and that, during that interaction, credits were applied to Ms***’s Sprint account to offset the accelerated equipment charges assessed in full. As result, Ms***’s account is closed and reflects a zero balance Additionally, during that interaction, Ms*** was provided the option of returning to the original retail location for a refund for the referenced device accessories she returned. Ms*** accepted that offer; however, as of October 17, 2016, she has not returned to the location We regret any inconvenience this matter may have caused Ms***. If she requires additional assistance with this concern, she can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext***. I am available Monday through Friday between a.mand p.m., Central Time Sincerely, Lori KExecutive Services Analyst

June 23, 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 Mr*** ***. We appreciate your assistance in bringing our customers’ concerns to our attention. In the information provided, Mr*** disputed charges assessed to his Sprint account when he terminated his equipment lease prior to the scheduled satisfaction date, advising that our representatives informed him that he could do so with no additional charge. He requested that Sprint remove those charges We regret any possible misunderstanding that may have occurred related to the terms and cancellation of Mr***’s referenced equipment lease. Our records reflect that Mr*** ported his mobile number from our network to another provider on April 6, 2017. Because he took that action prior to the satisfaction of his accepted equipment lease and did not return his leased device to us, we assessed lease cancelation and Device Purchase Option charges totaling $to his account, pursuant to the terms of his lease agreement. During our June 9, 2017, conversation with Mr***, we explained the information outlined above. We also informed him that the lease cancellation charge is valid but that credits totaling $were applied to his account on June 3, 2017, to offset the Device Purchase Option amount once the return of his leased device was confirmed. We further explained to Mr*** that we are unable to identify any error on the part of Sprint related to this matter. However, based on additional information he provided, we applied additional credits totaling $to his account on June 21, 2017, to offset the remaining equipment charges applicable taxes, surcharges, and fees as a one-time courtesy, leaving his account in closed status with a zero balance We appreciate Mr***’s taking time to provide details of his experience with our 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 these concerns will be forwarded to the appropriate managerial staff for further review. We regret any inconvenience this matter may have caused as well as the loss of Mr***’s business. If we can be of further assistance with this concern, Mr*** can contact me by calling our department toll-free at ###-###-####, ext***. I am available Monday through Friday from a.mto p.m., Central Time Sincerely, Clara CExecutive Services Analyst

April 17,
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*** disputed charges assessed to her Sprint account for a tablet device and services that were presented to her as free during a recent equipment upgrade interaction at one of our retail locationsMs*** also described unfavorable customer experiences during her subsequent attempts to address that matter or to return the device to us to have the billing ceasedMs*** requested that we allow her to return her tablet device to us in exchange for our removing all charges associated with that line of service from her Sprint account
We regret any misunderstanding that may have occurred regarding Ms***’s billing and the terms of our recent tablet promotionOur records reflect that the disputed charge is associated with a tablet line of service that Ms*** accepted on January 14, 2017, at a Sprint retail location when she upgraded equipment for her existing line of serviceThe terms of the referenced promotion would have provided the tablet device to her at no charge after a monthly credit applied to offset the 24-month installment billing equipment purchase agreement charge, with Ms*** only being responsible for the monthly charge to allow data access on our network
During our April 5, 2017, conversation with Ms***, we explained the information outlined aboveMs*** reiterated that she was given misinformation about the cost of the tablet promotion at the point of saleShe also advised that she had already sent her tablet to our warehouse but that her account was still being assessed accelerated equipment charges for cancelling the installment billing purchase agreement for that device prior to its being satisfiedWe advised her that we would research the status of her equipment return and follow up with her as soon as additional information became available
On April 13, 2017, we called Ms*** again and advised that she credits totaling $were applied to her account on April 4, 2017, to offset two months’ of billing for her tablet charges and that her tablet device was received in our warehouse on April 13, We also assured her that we applied additional credits totaling $to her account to offset her accelerated equipment chargeMs*** expressed her satisfaction with our findings and resolution
We appreciate Ms*** taking time to provide details of her experience 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 her input to improve our training and processes
We regret any inconvenience these matters may have caused, but we are pleased that we were able to satisfactorily resolve Ms***’s billing concernsIf 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 and Wednesday through Friday between a.mand p.m., Central Time
Sincerely,
Linda W
Executive Services Analyst

April 12,
Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Complaint ***, *** ** *** 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 customer’s concern to our attention. In her inquiry, Ms*** states that she was offered the Family Unlimited Freedom plan and was not informed that it would expire on January 31, 2018. As a result, Ms*** requests th** *he plan be modified to cover her two-year device agreement In our effort to provide clear communication about our features and pricing, Sprint publishes an overview of the programs, and our retail brochures, displays, partner stores, and web site, www.sprint.com, have not deviated from the published information We spoke with Ms*** on several occasions regarding her account billing concerns. During our discussion with Ms***, she stated she was not informed that the rate would increase after January 31, 2018. We explained that the Unlimited Freedom plan promotion is $for line one, $for line two, and $for lines three through five until January 31, 2018. Effective February 1, 2018, lines three through five will increase to $($with auto pay)At that time, Ms*** stated she does not believe this information was provided during her sales transaction; therefore, we offered to further investigate and follwith her After further review of the sales transaction, we are unable to determine a Sprint errorWe followwith Ms*** and advised her that per the sales transaction, she was provided the terms of the service plan. Ms*** again expressed her dissatisfaction and stated that the terms of the plan were not explained to herBecause Ms*** remains dissatisfied, and we are not able to provide her with the service plan she is requesting, we offered to credit the cancellation fees and accelerated billing of the equipment on her account, contingent on the return of her three devices (iPhone 7, iPhone SE and LG X Power) in like new condition. At that time, Ms*** was not sure on what actions to takeAs a last measure of recourse, we offered to take this matter offline for another management review. We attempted to follwith Ms*** on April 12, 2017, however, we were unsuccessful in reaching her. Our Executive Services management team reviewed her case. Although we determined that the disputed plan rate is valid, we will sustain the offer to facilitate the return her devices and credit the cancellation fees and accelerated billing for the referenced devices. This offer is available until May 9, 2017, last date of the current billing cycle If we can be of further assistance with this matter, Ms*** can reach me toll-free at ###-###-####, extension ***. I am available Monday through Friday, between 8:a.mand 4:p.m., Central Time Sincerely, Alethea BExecutive Services Analyst

April 11, Revdex.com of Greater Kansas 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 inquiry. We appreciate your assistance in bringing our customers’ concerns to our attention. According to the information provided, Ms*** stated that she was offered to add a third subscription to her account, instead of replacing a damaged device. She stated that the representative misinformed her on her monthly charges after activating the device. She requested the service on the subscription terminated Effective September 19, 2014, Sprint launched the Sprint Lease program, an 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 adding a new line 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 signed copies of her electronic Lease Agreements which includes a description of the charge in questionBased 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 third line of service We spoke with Ms*** on April and 4, 2017, and provided her the information aboveAlthough we maintain that no credit is due, in an effort to provide an amicable resolution, we requested her to return the damaged device upon completion of the months lease agreement, and we would apply $credit off the $purchase option price. However, Ms*** declined our offer. This offer is valid for a period of days from the date of this response. With the information in the account, we were able to identify the representative involved in her sales transaction. Please be assured that this experience is not indicative of the level of service we expect from our employees. The feedback provided has been forwarded to the appropriate management staff empowered to make changes in this area We regret any inconvenience Ms*** may have experienced while attempting to resolve this matter. If I may be of further assistance, Ms*** can contact me toll-free at ###-###-####. I am available Monday through Friday, between a.mand p.m., Central Time Sincerely, Beatrice R Executive Services Analyst

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. According to the information provided, Ms*** states that she was quoted a $monthly bill when she agreed to a plan change in February 2017, which would take effect in March 2017. When this pricing did not reflect on her invoice, she again spoke with customer service; however, her service plan has not been changed as requested We regret that the customer service Ms*** experienced has fallen short of her expectations. It is our goal to provide first-class customer service at all levels of interaction. Our records reflect that a member of our Sprint escalation team has updated the price plan to meet the quote promised to Ms*** on April 7, 2017. We attempted to follow up with Ms***, on April 7, April 10, and April 14, 2017, and via US mail with a letter sent to the customer’s address. Ms*** has not been available and has not reached out to us to confirm this matter has been resolved 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, 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 5:p.m., Central Time Sincerely, Linard AExecutive Services Analyst

May 19, *** *** Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Complaint *** Account XXXXX***, *** *** Case *** Dear Ms***: On May
11, 2017, Sprint received an inquiry submitted by your office on behalf of *** ***. According to the information provided, Ms*** is disputing prorated charges assessed for changing her plan. Ms*** also requested clarification on setting up auto-pay to receive a discount. We appreciate your assistance in bringing Ms***’s concerns to our attention We appreciate Ms*** taking the time to provide us with the 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***’s feedback and that her concerns have been forwarded to the appropriate managerial staff for further review Our records indicate that Ms***’s account was updated to the Unlimited Freedom plan effective on April 21, 2017. This plan has a monthly service charge of $for the first line, $for the second line, and $for the third and up to ten lines. Customers who sign up for auto pay will receive a $discount per line We regret any confusion regarding the charges on Ms***’s account. On May 9, 2017, Ms*** spoke with *** Cfrom our office regarding her concerns. Because Ms***’s calling plan was changed mid-billing cycle, she was assessed prorated monthly service charges. On May 9, 2017, credits totaling $were applied to Ms***’s account to offset the charges included on the May invoice. As a result of these credits, the account reflects a credit balance of $ If additional assistance is required, Ms*** can contact *** Cby calling the Executive & Regulatory Services department toll-free at ###-###-####, extension ***. We are available Monday through Friday between a.mand p.m., Central Time Sincerely, Susan FExecutive Services Analyst

March 29, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case *** Sprint Account XXXXX0613, *** *** 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, Mr*** reports that he experienced poor customer service when he contacted Sprint to address an unspecified issue. Specifically, he states he was speaking with non-American representatives and the language difficulty caused him to not receive the timely resolution he was expecting. He is requesting that when a customer asks for a representative located in the United States that we connect that customer to a representative in the United States We spoke with Mr*** on March 23, 2018, and expressed our regret for his poor customer service experienceWe appreciate Mr*** taking time to provide details of his experience. We are continually striving to improve the quality of service provided to our customers. Please be assured that we value customer feedback and that Mr***’ Customer concerns will be forwarded to the appropriate managerial staff for further review We regret any inconvenience this matter may have caused. If Mr*** requires additional assistance regarding this matter, I can be reached at the Executive & Regulatory Services department at our toll-free number, 1-844-282-8211, extension ***. I am available Monday, and Tuesday, and Thursday through Saturday, between 7:a.mand 3:p.mCentral Time Sincerely, Travis M Executive Services Analyst

March 17, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case ***, *** *** Account XXXXX*** Case *** To Whom It May
Concern: Sprint is in receipt of the inquiry of Mr*** *** regarding his Sprint account. We appreciate your assistance in bringing our customer’s concerns to our attention. In his inquiry, Mr*** reports that when he acquired service with Sprint, he was offered a Buy One, Get One (BOGO) promotional credit to off-set the monthly lease installment for two of the iPhone 6s devicesHe stated that he called Sprint on several occasions regarding billing concerns and subsequently canceled his serviceMr*** also states that when he called in to get a final copy of his bill, he was informed that one of his lines was not cancelled and that he was charged for two months of service that he didn’t use. Mr*** states he was informed that he owes $3,for the charges for the devices. Mr*** is requesting that we waived the charges for the line that he states should have been canceled and that we remove the cancellation charges for the devices that should have received the BOGO promotional credit We spoke with Mr*** on March 16, We reviewed his account, we confirmed that the line ending in *** was not ported out properly and incurred charges for two months that it was not usedAs a courtesy we credited the charges for $for the servicesWe also sent him a paper copy of his last two bills Mr*** stated that he was not informed that the devices associated with the BOGO promotion, lines ending in *** and ***, would be charged lease cancellation charges and device purchase charges when the numbers were ported out and the associated Lease Agreements canceledWe advised that upon the return of the devices, the device purchase charges would be creditedHowever, Mr*** stated that he no longer has the devicesWe informed Mr*** of the requirements of the BOGO promotion, one being that to maintain the credit for the device receiving the BOGO promotional credit, both devices are required to remain on active lease agreements. Mr*** believes that he did not receive complete information regarding the BOGO promotion at the point of saleTherefore we credited the Lease Device Purchase charges for the two devices associated with the BOGO promotion as a courtesyWe extended a further courtesy and applied a credit of $for line ending in *** and $for line ending in ***Mr*** requested that we waive the remaining charges for the lines associated with the BOGO promotionUnfortunately we were unable to honor that requestMr*** has paid the remaining balance on the account and we informed him the balance is $and that his account is not with a collection agency. Mr*** states these action have resolved his issues If I may be of further assistance with this matter, Mr*** can reach me by calling Sprint’s Executive and Regulatory Services Department toll-free at ###-###-####. I am available Monday, Tuesday, Thursday and Friday between 7:a.mand 5:p.m., Central Time Sincerely, Leland *** *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 isn't resolvedI have called in regards to the refundI waited a week now for this return to show on the account and no refund is showingUpon calling, I was told there isn't any refunds pending and was told to contact Sprint about itI called and was placed on hold twice and had to leave a messageThe bank indicated it takes to days for a return to show and it been a weekI received the first refund of and it only took days, I don't understand why these last two refunds arent being refunded.
Regards,
*** ***

I am rejecting this response because:As I told Mr***, I do not accept his responseHe is not offsetting anythingNor is he offering anything to alleviate the mess this has causedHe is doing the same he would do for any other customer when they return a device after the leaseAnd again, as I explained to him, regardless of what their paperwork, lease information, or anything else online, or brochures may say, we have been lied to several times by Sprint employeesMisrepresentation and misinformation is not a responsibility on our heads, instead it is on Sprint's shoulders to train their employees and what they relay to their customersBeing the consumer, I trust what I am told by a large company such a SprintWe will be taking our business elsewhere as soon as as possibleI stand behind my claim that Sprint misrepresented itself and committed fraudA lease was never signedA typed name at the bottom of a paper does not prove *** signed itNor will they allow me to listen to the recorded phone callPerhaps when the get permission from consumers to record they should include that at no time will the consumer be able to verify anything on that recording unless they spend a great deal of money to begin a law suit and subpoena said phone call.
Regards,
*** ***

July 21, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Inquiry ***, ***, *** Sprint Account xxxxx*** Sprint Case *** To Whom It May Concern: Sprint is in receipt of the above-referenced, follinquiry of Mr*** ***, which was forwarded to the Executive & Regulatory Services department for review. We appreciate your bringing our customers’ concerns to our attention In the follinformation, Mr*** indicated that he is dissatisfied with the resolution provided. We initially offered to credit the total amount of the cost of the tablet he is being billed, which is $for months totaling $240, and cancel the agreement with the return of the device. Mr***’s dissatisfaction is with the request to return the device, because he stated that the tablet has been lost. He also indicated that his attempts to resolve this matter have resulted in unfavorable customer service experiences We appreciate you again bringing this matter to our attention, and we regret any possible misunderstanding that may have occurred. To resolve this matter amicably, we canceled the tablet line of service ending in ***, and applied a $credit to his account to offset the pending $accelerated cancelation charge incurred for the deviceWe also applied a $credit to his account, effective today, to offset the $charge that he incurred for the device installment charge from January to June 2017. We also marked the serial number of the device as lost/stolen to prevent anyone from using the device in the future. Lastly, during our conversation with Mr***, he stated that he should receive compensation for the amount of time spent to resolve his concerns. We initially informed Mr*** that Sprint is not required to provide compensation to its customers in an effort to resolve the concerns brought to our attention. Based on the continued dissatisfaction Mr*** expressed regarding this matter, we offered to apply a $credit to his account; however, he ended the call. Therefore, should he decide to accept the $credit to his account, he can contact us back by July 31, 2017, and we will apply the credit. Should there be any additional questions or concerns with this matter, Mr*** can contact me by calling the Executive & Regulatory Services department toll-free at ###-###-####, ext***. I am available Monday through Friday between 7:a.mand 3:p.m., Central Time Sincerely, Bridgette FExecutive 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:
Regards,
*** *** I HAVE REJECTED THEIR RESPONSE BECAUSE THEY KEEP SAYING THIS TO ME BUT THEY NEVER TAKE ACTIONS TO ACTUALLY RESOLVE THIS AT ALL, I KEEP GETTING THEIR EMAILS STATING THEY ARE MAILING IT, THEN THE REFUND CHECK NEVER COMES, THEN THEY SAY MORE LIES STATING THAT THEY HAVE MAILED IT AND I SHOULD HAVE IT, I WAS PROMISED THIS REFUND CHECK BY DECEMBER 16TH, AND ITS NOW FEB 6TH AND I STILL DONT HAVE IT AT ALL, AND YET I STILL DO NOT HAVE THE REFUND CHECK FOR $, AND I TOLD THEM MY GOSH HOW HARD IS THIS TO MAIL OUT MY CHECK TO ME, I STILL SAY THE STORE SHOULD JUST PAY ME THE CASH IN THE STORE SURE WOULD BE A LOT FASTER. ALL I KEEP GETTING FROM SPRINT IS MORE AND MORE PROMISES BUT THEY NEVER FOLLOW THRU EVER

March 13, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case ***, *** *** Sprint Case *** Sprint Account xxxxx*** To Whom It May
Concern: Sprint is in receipt of the above referenced complaint of Ms*** ***. We appreciate your assistance in bringing our customers’ concern to our attention According to the information provided Ms***, an authorized subscriber on the above account, stated that she completed cancellation for one line of service on the account and was assured that she would receive a credit on the account. However, the credit was not applied at the time of cancellationMs*** requested that Sprint review this matter and adjust her account accordingly We communicated with Ms*** on March 9, 2017. At that time, we confirmed that the credit of $was applied to her account on February 21, Additionally, we applied a one time courtesy credit of $to the account to offset the remaining balance, bringing the current balance to zeroMs*** acknowledged and accepted the resolution provided We regret any inconvenience that this matter may have caused Ms***. If we can be of further assistance, Ms*** can contact us by calling the Executive and 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

February 25,
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 filed by
Mr*** ***We appreciate your assistance in bringing our customers’ concerns to our attention
According to the information provided, Mr*** states that he continued to be billed by Sprint after he requested that his wireless account be cancelled on August 7, As a result, he is requesting that this matter be reviewed and credits be applied to his account to offset the balance
Sprint’s records reflect that Mr***’s account XXXXX*** was canceled on December 9, 2015, per his requestOur records do not reflect receipt of a request for service cancellation from Mr*** prior to that dateTherefore, the account remained active and was properly assessed the Monthly Recurring Charge (MRC) associated with the calling plan on his accountThe disputed balance of $represents a reconnect fee charge and late fees chargesThese are valid charges and are payable to SprintHowever, on February 24, 2016, we applied credits totaling $to negate the disputed charges incurredAs a result, his account has been finalized with a zero balanceAdditionally, we have ceased all further collection efforts regarding this issue
Sprint is continually seeking ways 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 processes
We regret any inconvenience that this matter may have causedIf I can be of further assistance with this matter, Mr*** can contact the Executive & Regulatory Services department toll free at ###-###-####, ext***I am available Monday through Friday, between a.mand p.m., Central Time
Sincerely,
Sean ***
Executive Services Analyst

February 6, 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 Mr***. We appreciate your assistance in bringing our customers’ concerns to our attention. In his complaint, Mr*** stated he applied for the iPhone promo which, with eligible device trade in, provides him a discount off his monthly lease installment. He further stated that he has made several calls to our Customer Care department due to the promotion not awarding and the issue is still unresolved During our conversation with Mr*** on February 2, 2017, we went over his billing and directed him to the specific page he can locate the promotional creditFurthermore, we explained that he received the initial credit of $on October 17, 2016, and continues to receive this every month. Mr*** confirms his understanding of the promotional credit. In addition, he asked that we remove Total Equipment Protection (TEP) option from his line, as he recalled opting out of this service. We successfully removed this and applied credits totaling $to his account to offset the TEP billed charges dating back to activation of his newly upgraded iPhone. Mr*** advised we could report back to the Revdex.com that this matter is resolved We appreciate Mr*** for taking time to provide details of his experience with our customer service representatives. We are continually striving to improve the quality of service provided to our customers. Please be assured that we value customer feedback and will utilize this input to improve our training and processes On behalf of Sprint, I apologize for any inconvenience Mr*** may have experienced as a result of this concern. If we can be of further assistance, Mr*** 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 5:p.m., Central Time Sincerely, Linard AExecutive Services Analyst Tell us why here