Sprint Corporation

August 4, Revdex.com Ward Parkway, Suite Kansas City, MO Re: File Revdex.com Complaint *** Account XXXXX***, *** *** Case ***
To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of *** ***We appreciate your assistance in bringing our customer’s concern to our attention In the information provided, Ms*** outlines billing concerns associated with her account including her invoices being more than the quoted amount of $when she initially started service. Ms*** reports that she has attempted to address this issue on multiple occasions; however, her concern remains unresolved. Ms*** is requesting that this issue be reviewed and her invoice reflect what was quotedFurther, she is requesting compensation and a refund for overbilling. We regret any inconvenience the account concerns referenced in the inquiry may have caused. During our conversation with Ms*** on August 4, 2017, we reviewed the account and explained that $is the monthly recurring charge for the unlimited service plan; however, it does not include the monthly installments for the Samsung Galaxy SEdge device and Slate tabletBecause we did not find billing errors associated with her account, we respectfully decline Ms***’s request for compensation and payment refund In an effort to reduce Ms***’s invoice, we cancelled the Installment Billing Agreement on her Slate Tablet, as a courtesy, which will reduce her monthly charges by $10. Further, Ms*** changed her tablet plan from the unlimited data plan to the 2GB data plan, which results in an additional $savings per month. Ms*** has been advised that, including the equipment installment for the Samsung Galaxy SEdge device, her monthly bill estimate is $per month before taxes and feesMs*** confirmed that her issues have been addressed and resolved to her satisfaction We appreciate Ms*** taking time to provide details of her experienceWe 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 If we can be of further assistance, Ms*** can contact me directly by calling the Sprint Executive & Regulatory Services Department toll-free at ###-###-####, ext***. I am available Monday through Friday between 8:a.mand 5:p.m., Central Time Sincerely, Tracey FExecutive Services Analyst

October 4,
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 complaintWe appreciate your assistance in bringing our
customers’ concern to our attention
According to the information received, Ms*** stated that in July she dropped her then currently lease phone in a poolUpon visiting a Sprint Retail location to address her equipment replacement concerns, she stated that at that time she was advised that the only way to immediately resolve her damaged device concerns would be to purchase a device and establish a new line of serviceMs*** further stated that she was advised that the lease on her damaged device and the phone number associated with the damaged device would cancel upon the fulfillment of its original leasing termAs a result, Ms*** requests Sprint to cancel her original phone number and its Lease Agreement and update her price plan
Sprint launched the Sprint Lease program, an option that gives qualified new and existing customers the flexibility to lease select Smartphones for a lower monthly cost versus purchasing the deviceLease payment varies by device and a down payment may be required and varies by customer and deviceWith a lease option, Sprint owns the deviceAt 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 deviceFor further information regarding Sprint Leasing please visit www.sprint.com/lease
We spoke with Ms*** on September 29, 2017, and she advised us that her account concerns were previously resolved
We appreciate Ms*** taking time to provide details of her experience with customer service and retail store 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 this matter may have caused Ms***If we can be of further assistance with this issue, Ms*** can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext***I am available Monday through Friday between a.mand p.m., Central Time
Sincerely,
Chanda L
Executive Services Analyst

September 26, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case *** Sprint Case ***, *** *** Sprint Account xxxxx*** To whom it may concern: The above-referenced
inquiry has been forwarded to our office for review. We appreciate your assistance in bringing our customers’ concern to our attention According to the information in her inquiry, Ms*** stated that she was not informed of the down payment required for a device upgrade when establishing a new lease agreement on her account. Additionally, she requested the call to be reviewed as she requested on several occasions clarification of the charges. She is requesting the required down payment to be waived In our effort to provide clear communication about features and pricing, Sprint publishes an overview of our pricing and features and our retail brochures, displays, partner stores, and website at www.sprint.com have not deviated from the published information. During our conversation with Ms*** on September 19, 2017, we confirmed that after a review of the call with our Care representatives on September 8, 2017, we have identified a possible misunderstanding related to the information provided regarding the upgrade down payment. As a result, we have placed a one time adjustment in the amount of $that will apply towards the monthly billing chargesMs*** verified her satisfaction with this resolution We regret any inconvenience that these matters may have caused. If I can be of further assistance with this matter, Ms*** can reach me at the Executive & Regulatory Services department toll-free at ###-###-####, extension ***. I am available Monday through Friday, between 8:a.mand 4:p.m., Central Time Sincerely, *** *Executive Services Analyst

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

March 28, 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 inquiry filed by Ms*** ***. We appreciate your assistance in bringing our customers’ concerns to our attention. According to the information provided in Ms***’s complaint, she is requesting to terminate services free of any early cancellation charges due to multiple billing and service issues experienced shortly after establishing services with Sprint. Ms*** advised that her account was set up with the Percent Competitor offer; however, her billing has been higher than anticipated. She also advised that she only consented to adding the Total Equipment Protection program (TEP) because she was offered an account credit to cover the cost of the program for three months at the original point of sale. Further, Ms*** indicated that the address on her account was entered incorrectly so she did not receive her invoices causing a service interruption for nonpayment. And last, she stated that her tablet line wasn’t ported to Sprint as requested causing her to continue to be billed for services from the other carrier. We regret the circumstances that prompted Ms***’s complaint. We contacted Ms*** and discussed her billing concerns in detail. We confirmed that she is receiving the Percent Competitor offer and billing as follows: GB of Shared Data for $(normally $70), $Access Charge X lines for Unlimited Talk and Text, $Access Charge for Tablet line, and $for two leases ($& $32.09). Service and equipment charges total $146.68. After taxes and surcharges are factored in, Ms***’s monthly rate is estimated at $164.64. We determined that her billing was higher than due to the addition of TEP and because the $credit applied at the original point of sale to offset the TEP charges was absorbed by the charges on Ms***’s first invoice We also discussed the account serror that occurred at the original point of sale and verified that Ms***’s address is now updated and she has received a paper billIn an effort to reach an amicable resolution, we offered to apply a one-time, goodwill credit of $to her account to retain her business. Ms*** accepted our offer and agrees to retain services until the end of her lease agreements. As a result, the $account credit was immediately applied. We also advised Ms*** that the account credit will not apply to her active lease agreements; therefore, a minimum payment of $will need to be remitted each month until her credit is depleted. We thank Ms*** for her continued business and apologize for any inconvenience this matter may have caused her. If Ms*** needs further assistance with this matter, I can be reached toll-free at ###-###-####, ext####. I am available Monday through Friday from 7:a.mto 3:p.m., Central Time Sincerely, April J*** Executive Services Analyst

July 12, Revdex.com Ward Parkway, Suite 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 inquiry of *** *** submitted on June 28, We appreciate your assistance in bringing our customers' concern to our attention. According to the information provided, Mr*** states that he was advised that the Activation Fees would be waived; however, no credit was issued to the account Sprint implemented the activation and upgrade fees to offset the operating costs associated with our services. These fees are applicable for the activation of new or used devices on a new or existing line of service. Since our establishment, it has been our objective to provide affordable, quality service suitable for everyday use. The implementation of these fees is not intended to compromise that objective. We initiated these one-time fees rather than incorporating higher costs into our monthly service charges in order to be more cost-effective for our customers As we discussed with Ms*** on July 6, 2017, in an effort to resolve this matter, we applied courtesy credits totaling $to his account to offset the Activation Fees reflected on June and July invoices. With these credits, the account reflects a balance due of $82.60, which will be due on July 25, 2017. Sprint regrets any inconvenience this matter may have caused Mr***. If additional assistance is required, I can be reached by calling the Executive & Regulatory Services department toll-free at ###-###-####, extension ***. I am available Monday through Friday between a.mand p.m., Central Time Sincerely, Christine GExecutive Services Analyst

July 24,
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 complaintWe appreciate your assistance in bringing our
customers’ concern to our attention
According to the information received, Mr*** stated that his three lines of service were unable to properly utilize Sprint’s service due to the lack of coverage in his home service area of Palmdale, CATherefore, Mr*** has requested that Sprint review these matters and compensate him
We regret that the coverage in Mr***’s service area may have fallen short of his wireless communication needs and expectationsWe constantly monitor our network for service and capacity-related issues and work diligently to address any issues we identify or are brought to our attention by our customersMr***’s home address located in in Palmdale, CA is within Sprint’s “Best” voice coverage, our research into this matter further reflected that our network is performing within parametersIn addition, we recommend that Mr*** visit a local Sprint Authorized Service and Repair Center location to have his device(s) diagnosed by our retail store technician to ensure that his devices are performing within Sprint’s standards
As stated in Sprint Terms and Conditions of Service, which can be viewed at www.sprint.com, the coverage, quality of wireless services, and data speeds may be affected by conditions beyond our controlWireless services cannot be regularly transmitted through concrete structures such as buildings, basements, walls, and various other structuresAs a result, customers may experience difficulty making or receiving calls when indoorsIn addition, data coverage is not available everywhere and service speeds are not guaranteedService speeds may depend on the service purchased and actual speeds will varyEstimating wireless coverage, signal strength, and service speed is not an exact scienceThere are gaps within our estimated coverage areas that, along with other factors both within and beyond our control, which may result in dropped and blocked connections, slower service speeds, or otherwise impact the quality of serviceWith respect, the nature of wireless signal prevents any carrier from providing seamless coverageSprint has made no warranty or guarantee of the sameLastly, Sprint does not charge separately for data speedsCustomers are billed according to the services and equipment they select
We spoke with Mr*** on July 20, 2017, and relayed the aforementioned information to himAlthough Sprint was unable to confirm Mr***’s network concerns, in an effort to reach an amicable resolution to his account concerns we offered to apply a one-time courtesy adjustment totaling $towards his account balanceMr*** agreed and he is aware that the adjustment will be reflected on his next invoiceMr*** has expressed his understanding of the information that was relayed to him
We regret any inconvenience this matter may have caused Mr***If we can be of further assistance with this issue, Mr*** can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext***I am available Monday through Friday between a.mand p.m., Central Time
Sincerely,
Chanda L
Executive 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 12221342, and find that this resolution is satisfactory to me
Regards,
*** ***

I accept the resolution from SprintI do not agree with Ms***'s statement that my claim that I was not made aware of the $term access charge at the time of signing a new contract cannot be substantiatedThe only evidence she is going on, is that somewhere in my account is states that I agreed to something I did notIt may be that Sprint puts a message on the digital contract you sign with them, when at one of their outposts, but I believe it well within the right of the consumer to be told by the salesclerk the cost of the product she is buyingI was only told I would be paying $100/month plus taxesPerhaps, the salesclerk said to me: taxes and fees, and this is how Sprint legally defrauds the consumer through deceptive advertisingIt simply is un-heard of for a "fee" to be such a large amount as an extra $300/yearThere is much reported on these "term access" charges and I believe the Revdex.com should be aware of these practices by Sprint

Tell us why here February 3, 2017 Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case # 11***, *** *** Sprint Account #xxxxx*** Sprint Case #*** To
Whom It May Concern, Sprint is in receipt of the above-referenced inquiry of *** *** submitted on January 4, We appreciate your assistance in bringing our customers’ concerns to our attention. According to the information provided, Mr*** expressed his dissatisfaction with contacting our Customer Care group with regard to the misinformation that he believed he received from the third-party retailer regarding our Contract Buyout promotional offerMr*** stated that he was advised by a third party retailer that that his brother could trahis existing Samsung device from his previous wireless service provider in exchange for the replacement of the iPhone device that is currently active on his Sprint account and to utilize with the Contract Buyout promotional offer. Mr*** requested that Sprint review this matter, add his brother line to his Sprint account by using his current Samsung device from his previous wireless service provider and honor the above promotional offer Sprint has reviewed Mr***’ complaint and investigated her concerns. We regret any miscommunication that may have transpired between Mr*** and the third-party retail store representative; however, we are unable to substantiate that he was misinformed about the Contract Buyout promotion on December 31, We regret any possible misunderstanding and delay that may have occurred related to the terms of our Contract Buyout Promotional offer. As stated in the Terms and Conditions of the Contract Buyout promotion, potential Sprint customers are required to potheir active wireless number(s) from T-Mobile, Veri*on or AT&T. 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 credit. Additionally, the customer must tutheir old cellular provider’s device to Sprint. Once approved, expectation regarding the delivery of the Contract Buyout Reward Cards is to weeks. Sprint does not pay the previous provider directly for the Early Termination Fee(s) and/or Accelerated Device charges. Additional information regarding the aforementioned promotion can be provided by our Sprint stores, retail third-party partners, our Customer Care department or located at our website at www.sprint.com/joinsprint. We spoke with Mr*** on January 19, 2017, to discuss his concerns. During our conversation, Mr*** confirmed that his account concerns were previously addressed and resolved to his satisfactionWe are continually seeking ways to improve the quality of service provided to our customers. Our representatives are required to attend extensive training classes before being released to answer calls from our customers. Additionally, calls are regularly monitored to ensure that our representatives meet or exceed our expectations for providing world-class customer service. We regret any inconvenience that Mr*** may have experienced while attempting to resolve the aforementioned concerns. If we can be of further assistance, Mr*** can reach us by calling the Executive & Regulatory Services Department toll-free at ###-###-####, ext***. I am available Monday through Friday from 7:a.mto 4:p.m., Eastern Time. Sincerely, /s/ Regina S.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.] I want to thank you for informing sprintI talked to sprint and they have informed me that I still have to pay for the bad service for those months and pay for a defective phone as well in order to get a new oneI just give up.
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,
*** ***

[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 as long as Sprint holds up their side of the agreement to manually apply the credit without me having to call inSprint also needs to agree that if I do have to call again, the contract will be cancelled without any fees.
Regards,
Travis ***

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Assumed Answered]
Complaint: ***
I am rejecting this response because:I clearly explained to MsClara that the signature signed was not my signature and not just did not recognize. This is a play with wording and is very misleading. She was very helpful in other ways but please understand that I stated THE SIGNATURE WAS NOT MY SIGNATURE!!!!
Regards,
Kena ***

[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 Administratively Resolved]
Complaint: ***
I am rejecting this response because:
Because I did show proof that we were supposed to receive the gift cards *** Herself even said that she could see we were supposed to receive the gift cardsThe problem is that her store managers told us that they would file things for usI have text messages from the store manager and myself trying to figure out what was going on with the gift cards, I have sent those to *** The main issue isn't that we didn't receive gift cardsThe real issue is that Sprint makes promotions and then allows their store managers to lie in order to get business and then doesn't make sure that those promotional offers are honored and they dont care about their customers I want my service with sprint along with the family members who came over from at&t to be released with no money out of pockets Again *** says she cant help me because I was supposed to file the cards myselfWell her managers told me that they filed it and I have text messages of me trying to figure out whats going on with the gift cards how can she say that I shouldn't receive them I also DO NOT want to have *** handle this on sprints side I will not do business with a person who looks the other way when her managers are stealing from customers I personally feel that sprint shouldn't be allowed to be in business, when customers can show proof of wrong doing and the top of the management doesn't care If you would like copies of text messages that shows me trying to figure this out back in August I will be happy to provide them Also is it possible to get records of recent complaints against sprint that are similar to this case?
Regards,
*** ***

June 18,
*** ***
Revdex.com
Ward Parkway, Suite
Kansas City, MO
Re: Revdex.com Case ***, *** ***
Boost Mobile Inquiry
Sprint Case ***
Dear Mr***:
Thank you for forwarding the above-referenced inquiry of Mr
*** *** to the Sprint Executive & Regulatory Services departmentWe appreciate your assistance in bringing our customer’s Boost Mobile concerns to our attentionIn his inquiry, Mr*** indicated that he was placed on a $price plan when he started service with Boost Mobile at a third-party retailer, but he requested a $price plan at the point of saleHe further explained that the dealer refused to place him on the correct plan or refund the difference in cost between the two plans totaling $He also indicated that he noticed a $charge on his receipt that he was unfamiliar with
We spoke with Mr*** on June 16, 2015, regarding these concernsUsing the information he provided, we were able to locate the third-party retailer involved in his concernsWe advised that we value customer feedback and that we will share the details of his experience with the appropriate managerial staffWe also verified that his account was credited $by our Customer Care department and that he was moved to the correct price planLastly, we explained that the $charge he paid at the point of sale is a payment convenience fee, which is charged to customers making cash payments in third-party retail locationsThe fee can be avoided by:
o Paying accounts directly online via credit card and/or PayPal where available
o Enrolling in and registering a credit or debit card for automatic monthly payment (aka “autopay”)
o Making payments via text with a credit or debit card registered to the customer’s account
o Purchasing Top-Up/ReBoost cards
Our records reflect that on May 29, 2015, a $account credit was applied to his account by our Customer Care departmentAs a demonstration to customer excellence, our office applied an additional $to his account on June 16, 2015, for a combined credit of $to offset his next month of service
We regret any inconvenience that this matter may have caused Mr*** and appreciate him taking the time to share the details of his experienceIf you have any further questions or concerns regarding this matter, you or he can contact me directly at ###-###-####, or by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####I am available Monday, Tuesday, Thursday and Friday from 7:a.mto 5:p.m., Central Time
Sincerely,
*** S
Executive Services Analyst

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meHowever Sprint sent me a check of $and I don't know why, I hope there will not be anymore bills and that my account is closed
Regards,
*** ***

[The issue is no longer a matter to meI have switched my service to *** I am very pleased with the service and glad to be away from issues like this.
Complaint: ***
I am rejecting this response because:
Regards,
*** ***

January 4, 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 Ms*** *** regarding her Sprint account, XXXXX***. We appreciate your assistance in bringing our customers’ concerns to our attention In her inquiry, Ms*** expressed her dissatisfaction with the charges reflected on her account after her equipment order and the delay in processing a refund for the wireless device that she purchased and returned to within Sprint’s 30-day Satisfaction Guarantee periodShe also expressed her dissatisfaction with not being able to resolve the matter after multiple contacts with Sprint. As a result, she is requesting assistance with this matter We spoke with Ms*** and resolved her concerns to her satisfaction. We confirmed that her device was successfully returned to Sprint’s warehouse. As a result, her payment of $was refunded back to her credit card on file. Therefore, Ms*** acknowledged her satisfaction with this resolution We regret any inconvenience that Ms*** may have experienced. If I may be of further assistance with these matters, they 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 TimeSincerely, Clara CExecutive Services Analyst

November 2, Revdex.com Serving Greater Kansas City Ward Parkway Kansas City, MO Re: *** ***
Revdex.com File # *** Sprint Account # XXXXXX*** Sprint Case # *** To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of *** ***. This complaint was served to Sprint on October 18, 2016. We appreciate your assistance in bringing our customer’s concerns to our attention Ms***’s filing expressed her dissatisfaction with the information she received during her visit to a local Sprint Retail store location, while attempting to replace her Samsung Galaxy Note device; due to the recent recall by the manufacturer, Samsung. Ms*** stated she was advised that customers are required to pay an Upgrade and/or Activation Fee for the device replacement. Ms*** requested that Sprint review this matter, and waive any Upgrade and/or Activation Fees regarding her device replacement Sprint has reviewed Ms***’s complaintPlease note that customers are responsible for sales taxes upon exchange of their device. These taxes are assessed by Sprint on the behalf of local, state, and Federal governments, which cannot be waived. The taxes and any down payments for their original device, and the replacement device, would be added back as a service credit within days of the exchange in question We spoke with Ms*** on October 19, 2016, regarding her device replacement. We apologized for any miscommunication she may have received regarding the replacement process for the Samsung Galaxy Note device. Please note that we partnered with our retail stores management team with regards to the information that Ms*** received. At that time, we confirmed that customers are not required to pay an Upgrade and/or Activation Fee for replacement of the Samsung Galaxy Note device We attempted to follwith Ms*** via phone on October and of 2016, and November 1, 2016, to relay the aforementioned information to her. Unfortunately, we were unable to reach her directlyWe urge Ms*** to visit the local Sprint Retail Store location to exchange the Samsung Galaxy Note device for a device of her choice. Ms*** will be required to pay the difference in device cost and taxes if she chooses a replacement device that is more expensive than her Samsung Galaxy Note deviceTo provide closure for this matter, on November 2, 2016, we applied a one-time courtesy adjustment of $to her account. Should Ms*** require further assistance with this matter, we urge her to contact the undersigned directly at the phone number noted below. We apologize for any inconvenience this matter may have caused Ms*** If Ms*** would like to further discuss this matter, Ms*** can contact me by calling the Executive & Regulatory Services department toll free at ###-###-####, extension ***. I am available Monday through Friday, from 8:a.mto 4:p.m., Eastern Time Sincerely, /s/ Taheera L Taheera LExecutive & Regulatory Service

September 19, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File ***, Donald *** Sprint account XXXXX***
Sprint Case *** To Whom It May Concern: Sprint is in receipt of the inquiry filed with your office by MrDonald ***. We appreciate the opportunity to address his concerns. Based on the information provided in Mr***’s inquiry, he advised that he overpaid his Sprint invoice on August 30, 2017, and he is requesting a $2,refund. During our conversation with Mr*** on September 14, 2017, he advised that he determined that the aforementioned overpayment was not deducted from his Mastercard. Therefore, he advised that he is no longer requesting a refund and considered this matter 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