Sprint Corporation

[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: Sprint is correct about communicating the lease to me after the Revdex.com claim was madeHowever, in the response I would like Sprint to take responsibility in the response that multiple sprint associates communicated incorrect information to me which is what caused the confusion in whole.
Regards,
*** ***

June 9, 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. We appreciate your assistance in bringing our customer’s concerns to our attention According to the information provided, Ms*** stated that she was dissatisfied with her service levels and dropped callsShe requested her coverage issue resolved and credit off her bill We constantly monitor our network for service and capacity-related issues, and work diligently to address any issues we identify or are brought to our attention by our customers. With respect, we would note that the nature of wireless signal precludes any carrier from providing seamless coverage. Sprint has made no warranty or guarantee of the sameBased on the service address provided; it was identified that her address is within good coverageIn Good coverage small pockets of poor service may occur based on obstructions, foliage, and terrain. Indoor coverage may be available in certain locations in a building We regret that Ms***’s experience with service in her local calling area is falling short of her expectations. Our network team investigated her coverage concerns and identified that she is being impacted by network upgrades being implemented in her area. We anticipate that her service levels will gradually improve and return to once the upgrades have been completed. However, we do not have an anticipated completion date We spoke with Ms*** on June 9, 2017, and offered a Sprint router to boost her indoor reception; she declined, stating that she has a router. Subsequently, in order to bring about an amicable resolution, although no credit is due, we offered and applied a onetime $credit to her account as a goodwill gesture. Her account balance after the credit is $377.58. She accepted and confirmed satisfaction with our resolution. We regret any inconvenience Ms*** may have experienced while attempting to resolve this matter. If I may be of further assistance, MsMcMullen can contact me toll-free at ###-###-####. I am available Monday through Friday, between a.mand p.m., Central Time Sincerely, Beatrice RExecutive 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,
*** ***

[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 have communicated with sprint on August 24th regarding their buyout policy and they promised an escalation to the sales department to retrieve the recording of the sales call and listen to itBased on the findings of that sales call a determination would be made whether they properly informed me of their buyout policyI have yet to hear back regarding this escalationChanda has been reiterating one thing and one thing only and that is that the policy of buyout is written on their brochure, none of which I received and their website which I do not checkI asked a representative for conditions of the buyout and I was deceived, sprint should be held liableI have asked Chanda not to call or email me further because frankly she has nothing new to say other than "in our effort to provide clear communication about our devices, features, promotions and pricing, Sprint publishes an overview and our retail brochures, displays, partner stores, and website at www.sprint.com have not deviated from the published information"Since she has no interest in rectifying the matter and has insulted me with numerous copy and pastes of the same statement, I then refuse to speak with her outside of this platformI rely on truth conveyed by representatives of the company and if we can't rely on that then more of this type of malpractice will continueI will reiterate myself nowI am well aware of the buyout policy since you have mentioned it dozens of timesThis complaint is not about that, it's about following up on the escalation that took place on August 24th to listen to the sales call, or was that a lie? These are my next steps, I am going to file a complaint with the FCC's Consumer and Government Affairs Bureau followed by contacting my lawyer in an effort to subpoena call records, the initial sales call and the call placed on August regarding my escalation.I have received my final bill today with sprint in the amount of *** has been very clear and upfront about their buyout policy and will cover a portion of the costAs for the remainder of the charges I will be speaking with my lawyer further regarding that matter
Regards,
Steven ***

HelloI just wanted to let the Revdex.com know that my case was resolvedI was given credits for any service not used and I was credited the charges for the product that I wanted to return. Thank you so much for helping with this
*** ***

[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,
Martha ***

April 5, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Complaint *** Account XXXXX4590, *** *** Case *** To Whom It May Concern: Sprint is in receipt of the above inquiry submitted by your office on behalf of *** ***. We appreciate your assistance in once again bringing Mr***’s concerns to our attention According to the information provided in Mr***’s rebuttal, he stated that he previously received replacement Samsung Galaxy S8+ devices due to issues he was experiencing; however, he continues to experience the same problems with his replacement devices. Mr*** is requesting different devices as replacements or to be allowed to cancel his services All new Sprint devices and/or Mobile Broadband devices come with a limited one-year manufacturer’s warranty. Sprint customers are also given the option to subscribe to our Total Equipment Protection (TEP) option within the first days of activating a new device on their phone line. TEP provides Sprint customers with a cost efficient way to protect themselves against loss, damage, and wear and tear to their device that is not covered under the provisions of the limited one-year manufacturer’s warranty. Since Mr*** does not subscribe to TEP on his phone numbers ending and 7274, and he is experiencing a problem with his devices, Mr*** may visit his local Sprint service and repair center for diagnostic testing. At that time, our Service and Repair technician will determine if the phone is eligible for repair or exchange. There is a $fee for each repair, $for cracked screen and up to a $fee for each exchange. Replacement equipment may be remanufactured or equipment can be the same or a comparable model with similar features as the original device. In addition, some devices may not be eligible for in-store service. Mr*** also has the option to send his devices directly to the manufacturer, if it is still within the limited one-year manufacturer warranty period, and it has been determined that his devices have a manufacturers defect. However, Mr*** would be responsible for shipping costs and may incur additional costs if the manufacturer determines the device issue is not covered by their manufacturer’s warranty. If the device is not deemed repairable by the Sprint service and repair center, the customer will need to purchase a replacement device We spoke with Mr*** on April 4, 2018, regarding his concerns. In an effort to resolve this matter and as a courtesy, we reset the upgrade eligibility on telephone lines ending in and to allow him to upgrade to new devices. Mr*** may be subject to a down payment, which varies by customer and device. We also mailed Mr*** return kits to facilitate the return of his Samsung Galaxy S8+ devices. Upon receipt of these devices, we will credit any lease cancellation and Device Purchase Price charges associated with these devices, contingent that they are undamaged. Mr*** acknowledged the information and resolution relayed to him We regret any inconvenience this matter may have caused Mr***. If additional assistance is required, I can be contacted by calling the Executive & Regulatory Services department toll-free at 1-844-282-8211, extension ***. I am available Monday through Friday between 8:a.mand 4:p.m., Central Time Sincerely, Susan FExecutive Services Analyst

April 14,
Kansas City Revdex.com
Ward Pkwy, 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 *** ***-*** submitted on April 6, We appreciate your assistance in bringing our customers’ concerns to our attention
According to the information provided, Ms*** expressed her dissatisfaction with her attempts to resolve her billing concernsMs*** stated that she renewed and upgraded all lines of service on her accountAdditionally, Ms*** stated that she was offered a price plan, specifically stating that the cost of her monthly recurring charges, including Lease, Monthly Installment Billing Agreements and additional aproduct services would be $per month for five lines of serviceAs such, she further stated that upon receiving her recent billing statement the amount due exceeded the quoted amountTherefore, Ms*** requested that Sprint review these matters and respond accordingly
Sprint has reviewed Ms***’s complaintUpon review of Ms***’s signed Service and Monthly Installment Billing Agreements, our records reflect that on March 5, 2017, she visited a local Sprint Retail Store location and purchased four iPhone cases and one Alpha Glass screen protector via our Monthly Installment Billing programSprint’s Monthly Installment Billing program allows customers to purchase an eligible Smartphone or basic phone device with a variable down payment, depending on device, and agree to monthly installment payments for deviceIf the device is canceled prior to fulfilling its monthly payments, the remaining cost of the device will be charged to the customerFor additional information and eligibility requirements customers can visit www.sprint.com/easypay
Additionally, on March 6, 2017, Ms***’s signed Service and Lease Agreement reflects that she upgraded and purchased an iPhone Plus device associated with phone number *** via our Lease programPlease be advised that effective on September 19, 2014, Sprint launched the Sprint Lease program, which gives qualified new and existing customers the flexibility to lease select Smartphones and Tablets 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 deviceMore information regarding the Lease program is available at our website, www.sprint.com/leaseAdditionally, on March 6, 2017, Ms*** purchased and activated an iPhone Plus device and established a new line of service associated with phone number ending in ***Also, please be advised that Mr***’s pre-existing lines of service associated with phone numbers ending in ***, *** and *** along with phone numbers ending in *** and *** were enrolled in our Everything Data Shared minute price planMs***’s five lines of service were enrolled in our Total Equipment Protection program (TEP), plus four lines of service were enrolled in our Sprint Family Locator service and in our Account Spending Limit program monthly recurring chargeAs such, her estimated monthly recurring charges totaled $577.94, excluding taxes, fees and Surcharges
Furthermore, our records reflect that on March 11, 2017, Ms*** contacted Sprint to inquire about lowering her monthly price planAs such, she was offered our Unlimited Freedom with $off with enrollment in our Automatic Payment programWith regard to the terms of the Unlimited Freedom plan, our customer’s estimated monthly charges are $for the first two lines and lines third through tenth are $35, per lineAlso, customers with a two year Service Agreement, in exchange for discounted pricing will be assessed a $Subsidized Phone charge, per applicable line of serviceIn an effort to further lower her monthly price plan cost, Ms*** opted to place phone number ending in *** on our Seasonal Standby price planAs such, she opted to enroll phone numbers ending in ***, ***, *** and *** in our Unlimited Freedom with $discount per line/per month with enrollment in our Automatic Payment program, effective on April 8, Therefore, her monthly billing statements will reflect the following charges: $Unlimited Freedom price plan, plus $Seasonal Standby, $TEP, $Family Locator charges, plus Leasing charges of $and a $Monthly Installment Billing Accessory charge; equaling monthly recurring charges totaling $455.19, excluding taxes, fees and SurchargesIn an effort to further resolve Ms***’s billing concerns, she accepted an additional offer to receive two adjustments of $100, which will be reflected on her April and May billing statements
We spoke with Ms*** via telephone and email on April and of 2017, and relayed the aforementioned information to herIn an effort to further resolve Ms***’s billing concerns, we applied a final adjustment totaling $300, to offset a portion of her monthly recurring charges reflected on her January through April billing statementsMs*** has confirmed her understanding of the information that was relayed to her
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 and Regulatory Services Analyst

February 1,
*** ***
Revdex.com
Ward Parkway, Suite
Kansas City, MO
Re: Revdex.com Case ***
Sprint Account XXXXX5016, *** ***
Sprint Case ***
Dear Ms***:
Sprint is in receipt of the above referenced inquiryWe appreciate
your assistance in bringing our customers’ concern to our attention
According to the information received, Ms*** stated that she visited a Sprint store to inquire about upgrading her device and stated she was told that she was not under a service agreementShe stated the she was provided her options to purchase a new device and after considering them, she made the decision to cancel her service on November 17, She stated that her account was assessed an Early Termination Fee (ETF) and she was advised that she did have a service agreementShe stated that she didn’t understand why she had an agreement when she had purchased the device thru a third-party websiteShe is requesting that the ETF be waived
Sprint has partnered with a number of third-party retailers to distribute our products and servicesWe are grateful for their assistance in promoting our servicesOur field representatives train third-party retailers on our policies, procedures, and products and regularly update resource materials for them to ensure accurate, up-to-date information is available to our existing and potential customersWe regret any misinformation Ms***e may have received regarding her device purchase and service agreement and appreciate her feedback regarding this issueThe details of her experience will be forwarded to the appropriate managerial staff empowered to make changes in this area
Our records reflect that Ms*** upgraded to a new device via an online retailer and purchased a subsidized deviceIn exchanged for that subsidized device she agreed to a two-year agreementBecause she ported out her services prior to her agreement being fulfilled, her account was automatically assessed an Early Termination Fee in accordance with our Cancellation Policy, which can be viewed on www.sprint.com
We spoke to Ms*** on January 22, 2016, and provided her with the above-referenced informationAlthough we sustain the Early Termination Fee is valid, as a gesture of goodwill, we offered and she accepted a credit for the ETF billed in the amount of $As a result, her adjusted balance was $97.61, which she paidAs a result, her account is closed and reflects a zero balanceMs*** stated that she considers the issue resolved to her satisfaction
We regret any inconvenience these matters may have causedIf we can be of further assistance, we can be reached at the Executive & Regulatory Services department toll-fee at ###-###-#### extension ***I am available Monday through Friday, between 9:a.mand 5:p.mCentral Time
Sincerely,
Sharon R
Executive Services Analyst

June 17, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File ***, *** *** Sprint Account XXXXX*** Sprint Case *** To Whom It May
Concern: Sprint is in receipt of the above-referenced inquiry of Ms*** ***. We appreciate your assistance in bringing our customers’ concerns to our attention In her inquiry, Ms*** cited that, prior to ordering new equipment in March 2016, we offered a promotional rate plan that included 3GB of hotspot access per line of service at no cost but that, upon activation of those devices, we altered the plan to include only 2GB of hotspot access. She also stated that, as a result of her dispute of that matter, we offered to credit the $monthly data access charges associated with her new rate plan for both of her lines of service for one year. However, her invoices continue to reflect the two $charges. Ms*** requested that we honor our initial commitment and correct her billing We appreciate Ms***’ taking time to provide details of her experience with our Customer Care representatives. We are continually striving to improve the quality of service provided to our customers. Please be assured that we value customer feedback and will utilize this input to improve our training and processes We regret any possible misunderstanding that may have occurred regarding Ms***’ Sprint billing. Unfortunately, we have no record of the rate plan offers referenced in her inquiry. In addition, as representatives of our Customer Care department correctly informed Ms*** during our April 15, 2016, discussion with her, we also do not have any such rate plan available. As such, at that time, we offered to place her two lines of service on our Family Unlimited Talk/Text/Data Plan for $per month that includes 2GB of hotspot access for an additional $per line but that we would credit her account $per month for months. Further, our records reflect that we also applied a $credit to her account during that interaction to offset a portion of the disputed charges already assessed and that Ms*** accepted our offer During our June 16, 2016, conversation with Ms***, we explained the information detailed aboveWe also reiterated that we do not have requested rate plan but that, due to any misinformation that may have been provided to her related to our rate plan offers, we offered to apply a one-time credit to her account to offset an amount equivalent to the $hotspot charge assessed to her second line of service for months. Ms*** accepted our offer, and we credited her account accordingly. We regret any inconvenience these issues may have caused Ms*** but are pleased that we were able to address her concerns to her satisfaction. If we can be of further assistance with these matters, she can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext***. I am available Monday through Friday between 7:a.mand 3:p.m., Central Time Sincerely, Minnie SExecutive Services Analyst

August 7, 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 inquiry of Ms*** ***. We appreciate your assistance in bringing our customer’s concerns to our attentionIn her inquiry, Ms*** states that her account was comprised by an unknown party. She states that three devices were added to her account without her consentShe expressed her frustration because this is the third time this has happenedShe states her Sprint account was assessed over $2,in charges and her bank account was auto-debited $522. As a result, she requests that her account be corrected and that she be compensated for her time. Ms*** also requests that she be reimburse for any bank fees related to this matter. Unfortunately, our attempt to contact Ms*** via telephone on July 27, 2017, to address her billing concerns was unsuccessfulHowever, Ms*** contacted us via email on August 1, 2017, stating that upon completion of our investigation, she will speak with our office. Ms*** also expressed that she had an unfavorable customer experience while attempting to address her concerns. We responded back to Ms*** on that date, advising that we have reviewed her complaint and requested that she contact our office to address her account concerns. To date, we have not received a response from Ms***. Sprint is committed to protecting the privacy of our customers. In accordance with that commitment, we take measures to verify that callers are authorized to discuss and/or make changes to an 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. After a preliminary review, we have confirmed that fraudulent activity occurred on Ms***’s Sprint account. Please be advised that we have applied credit to her account in full for all fraudulent charges. We have also issued a $refund for the disputed payment that was debited. To address any additional account matters, it will be necessary for us to speak with Ms*** directly We appreciate Ms*** for taking time to provide details of her customer experience while attempting to resolve her account billing concerns. 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 will be forwarded to the appropriate managerial staff for further review We are committed to maintaining quality customer care and high levels of data security. We regret any inconvenience Ms*** may have experienced as a result of this matter. We look forward to speaking with her to address any outstanding account concerns in detail. Ms*** can contact 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

[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,
*** ***

June 13, 2016 To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry filed with your office by Ms*** ***. We appreciate your assistance in once again bringing our customers’ concerns to our attention. In
her inquiry, Ms*** has requested clarification regarding Sprint’s unlocking policies regarding an iPhone 6S Plus device purchased on April 10, 2016, and activated on Sprint’s network. Ms*** indicated that she would like the device unlocked. 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 networkUnlocking also refers to enabling the SIM slot of the device to allow another carrier’s SIM card to be inserted (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.Sprint will unlock a device under the following circumstances:Any associated service agreement, Installment Billing Agreement, or Lease Agreement has been fulfilled, including payment in full of any applicable Early Termination Fees or end-of-lease/installment billing purchase options The associated account is in good standing The device has not been reported as lost or stolen, associated with fraudulent activity, or otherwise flagged as ineligible to be unlocked The device has been active on the Sprint Network, currently or in the past, for a minimum of days During our conversation with Ms*** on June 13, 2016, she confirmed that her iPhone 6s Plus device associated with phone number ending *** has been unlocked and her issues are resolvedIf Ms*** has questions regarding this issue, she can contact me by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####, extension ***. I am available Monday through Friday between a.mand p.m., Central Time.Sincerely, *** ***Executive Services Analyst

March 4,
*** ***
Revdex.com
Ward Parkway, Suite
Kansas City, MO
Re: Revdex.com File ***-Rebuttal, *** ***
Sprint Account XXXX***
Sprint Case ***
To Whom It May Concern:
Sprint is in receipt of the above-referenced supplemental inquiry of Ms*** ***We appreciate your assistance in bringing our customers’ concerns to our attention
In her inquiry, Ms*** expressed her dissatisfaction with her inability to contact our department regarding the billing issue brought forth in her initial filing, in which she disputed charges assessed to her accountShe reiterated her request that we remove the referenced $and $charges from her account billing
We appreciate Ms***’s taking time to provide details of her experience with attempting to contact our departmentWe are continually striving to improve the quality of service provided to our customersPlease be assured that we value customer feedback and will utilize this input to improve our processes
We regret any possible misunderstanding that may have occurred regarding Ms***’s monthly chargesOur records reflect that Ms*** established her four referenced lines of service with us on December 24, 2015, with devices that she purchased at a reduced cost in exchange for two-year term agreementsBecause her chosen rate plan, our 25GB 50- Percent Off promotional plan, was designed to be activated with devices obtained at full price or with one of our lease or Installment Billing agreements, a $Subsidized Phone Charge is applicable with each of her four lines of serviceA letter outlining that information was mailed to Ms*** in December
Based on our review of Ms***’s account and the information outlined above, we are unable to identify any error on the part of Sprint regarding her monthly chargesWe also have no record of our representatives advising that the disputed $Subsidized Phone Charges would be waivedHowever, our records reflect that a credit of $was applied to her account on January 15, 2016, to offset a portion of her disputed charges but that we explained the validity of those charges at that time
During our conversation with Ms*** on March 3, 2016, she cited that she purchased her devices at one of our third-party retail locations and that our representatives did not advise that she would be billed the $Subsidized Phone ChargeWe advised that, while we regret that details of those charges may not have been clearly communicated to her by our representatives, the information is provided in our marketing materialsWe also assured her that we are unable to waive the $Phone Access Charges or the $Subsidized Phone Charges; however, we agreed to review the matter further
Unfortunately, our follattempt to Ms*** on March 4, 2016, was unsuccessfulWe left a voicemail message reiterating the information outlined above but offering to apply credits totaling $to her Sprint account to offset an amount equivalent to the four $Subsidized Phone Charges for six monthsThis offer is available for days from the date of this response
We regret that we were unable to speak with Ms*** directly to discuss the above-noted offer in detail; however, we believe trust that our offer will restore her faith in our companyIf Ms*** would like to discuss her billing dispute in further detail, or if she would like to accept the offer referenced above, we invite her to 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,
Minnie S
Executive Services Analyst

July 7, 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 has been forwarded to our office for review. We appreciate your assistance in bringing our customers’ concern to our attention According to the information provided, Mr*** expressed his dissatisfaction with taxes billed to his accountHe states that he has been billed taxes for an area that he does not reside inHe is requesting that the tax authority be corrected and his account be reviewed for any possible overpaymentAdditionally, he stated that he requested to have one line of service on his account added to his shared plan but it was not, resulting in additional billing chargesHe is requesting we review his service plan and issue a credit for the disputed difference in charges All monthly service charges and rates collected by Sprint are subject to taxes, surcharges, and fees. As stated in our Terms and Conditions of Service, our customers agree to pay all federal, state, and local taxes, fees, and other assessments that we're required by law to collect and remit to the government on the services that we provideThese charges may change from time to time without advance noticeIf our customers are claiming any tax exemption, they must provide us with a valid exemption certificateTax exemptions generally won't be applied retroactively During our conversation with Mr*** on July 3, 2017, we explained that our records show that he had multiple lines of service on the account which reflected a different address other than the billing address, causing taxes for an alternate area. After review of the account, Sprint finds that these lines of service were set to an Oklahoma address based on the information previously provided by Mr***The physical address for the lines of service was not updated when Mr*** updated his billing address after moving to WashingtonHowever, these local taxes were clear and present on Mr***’s billing statements each monthBased on the request of Mr***, Sprint has changed the user address on the noted lines to match the current billing address in WashingtonAfter review of the local tax authorities, we find that there is no tax refund due on this account and have provided this information to Mr*** We have built a solid reputation on honest business practices, and it is not our intention to mislead or confuse our customers with regard to the services we are able to provide. In our effort to provide clear communication about features, promotions, and pricing, Sprint publishes an overview and our retail brochures, displays, partner stores, and website at www.sprint.com have not deviated from the published information. With respect, we would note that any invoice balance estimate provided by Sprint would not constitute a promise of future invoice balances. Changes to taxes, service plan selections including the addition of a device Lease or Installment Billing Agreement option, additional purchases or subscriptions, could result in invoice balance changes. Sprint has reviewed Mr***’s account regarding his service plan set up concern. We have confirmed that the requested plan change was previously completed as requested. Further, we have applied a one-time $credit to his account to offset a portion of the disputed chargesMr*** confirmed that this resolved his issue We regret any inconvenience these matters may have caused. If I can be of further assistance with this matter, Mr*** can reach me at the Executive & Regulatory Services department toll-free at ###-###-####, extension ***I am available Monday through Friday between 7:a.mand 3:p.m., Central Time. Sincerely, John CExecutive Services Analyst

June 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*** expressed his dissatisfaction with our customer service representatives while attempting to replace a damaged device through Asurion. He further stated he was offered the option to charge the $deductible to his Sprint account; however, because he has a spending limit, his service was suspended. Due to the delay in resolving this matter, he decided to cancel his service and requests a credit for the disputed charges We spoke with Mr*** on June 6, 2017, and apologized for the dissatisfying customer service experience. In an effort to resolve this matter, we agreed to accept the damaged device in order to cancel the lease equipment agreement and waive all pending accelerated charges. Lastly, we agreed to cancel his account and will accept Mr***’s final payment of $to bring the balance to zero. With these actions, Mr*** confirmed that his complaint has been fully 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 If we can be of further assistance, Mr*** can contact me by calling the Executive & Regulatory Services department toll-free at ###-###-#### ext***. I am available Monday, Tuesday, Thursday, and Friday between 7:a.mand 5:p.m., Central Time Sincerely, Linard A 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 as long as I no longer receive any calls in an attempt to collect this amount
Regards,
Chester ***

Tell us why here...March 14,
Revdex.com
Ward Parkway, Suite
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
inquiry of Mr*** *** submitted on March 2, We appreciate your assistance in bringing our customers’ concerns to our attention
Mr***’s filing expressed his dissatisfaction with two iPhone devices being order on his account, without his authorizationMr*** stated that he had an unfavorable customer service experience while attempting to address his account concernsMr*** requested that Sprint this matter and take appropriate action
Sprint has reviewed Mr***’s complaintAccording to our records, on January 30, 2017, our Fraud Management group confirmed fraudulent activity on Mr***’s accountAdditionally, our Customer Care group applied an adjustment of $to Mr***’s s account to offset the monthly recurring charges reflected on the February billing statement
We spoke with Mr*** on March 5, 2017, and relayed the above information and resolution to himMr*** confirmed his understanding with the information and resolution provided to him
We appreciate Mr*** taking the time to provide us with the details of his experience with the Sprint Retail Store location and our Customer Care groupWe are continually seeking ways to improve the quality of service provided to our customersPlease be assured that we value Mr*** as a customer and have forwarded his feedback to the appropriate managerial staff for further review
We regret any inconvenience this may have caused Mr***If Mr*** has any questions concerning the issues discussed herein, please do not hesitate to contact me by calling the Executive & Regulatory Services department toll-free ###-###-####, ext####I am available Monday through Friday between the hours of a.mand p.m
Sincerely,
Cheryl S
Executive & Regulatory Analyst

June 29, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File ***-Rebuttal, *** *** Account XXXXX*** Sprint Case *** To Whom It May Concern: Sprint is in receipt of the above-referenced rebuttal of Ms*** ***, an authorized account user on Mr*** ***’s Sprint account. We appreciate your assistance in bringing our customers’ concerns to our attention. In her rebuttal, Ms*** expressed her dissatisfaction to our response to her initial filing. Ms*** provided the other service providers’ list of telephone numbers that were not receiving her text messages and we opened a trouble ticket to resolve her issues. A member of our technical team contacted Ms*** and advised her to turn off to improve her device’s audio quality. In addition, our technical support representative submitted another ticket to remove her text messaging block. The text messaging block was removed, and our technical support representative confirmed that Ms***’s text messages were successful sent. In addition, Ms*** advised our technical support representative that her device’s audio quality improved. We attempted to contact Ms*** again by telephone and e-mail on June 29, 2017; unfortunately, we were unable to reach her. However, she responded via e-mail stating that she was unable to return our calls but could correspond via e-mail. She confirmed that she was able to send text messages to other service providers. We sent her an e-mail on the same day advising her that due to her text messaging issues, and to bring closure to this matter, we applied a one-time $credit to her account to offset a portion of her monthly charges We regret any inconvenience this issue may have caused Ms***. If we can be of further assistance regarding this matter, she can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext***. I am available Monday through Friday between 7:a.mand 3:p.m., Central Time Sincerely, Minnie SExecutive Services Analyst

June 5, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case ***, *** *** Boost Mobile Inquiry
Sprint Case *** To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of Ms*** *** regarding our Boost Mobile product. We appreciate your assistance in bringing our customers’ concerns to our attention. According to the information provided, Ms*** stated that she contacted Boost Mobile to remit a service payment for one of her lines in her existing family plan, but she learned that if she only paid for one, she would have to change her account service plan. As such, Ms*** stated that she authorized a payment for the entire family plan; however, more than an $payment was deducted from her account which resulted in charging her overdraft fees. Ms*** requested that she be refunded the overpayment and an apology from Boost Mobile for the error During our discussion with Ms*** on May 25, 2017, she confirmed that her Son’s account ending in *** was not active. As such, we applied a credit of $to restore that service. In addition, we advised that we would submit a refund request to our Finance department for further review. During a supplemental discussion with Ms*** on May 26, 2017, we advised that she was approved for a $refund that includes tax. The refund is less than the $monthly recurring charge on her account ending with *** that includes $insurance. It was also less than the $monthly recurring charge on the other account ending in *** and any applicable taxes. Ms*** accepted the refund amount. In addition, we updated Ms***’ account service plans to reflect the Boost Mobile Family Plan effective that day. Further, as our commitment to provide exceptional customer service; we offered a credit in the amount of $to offset two months of service to her account. Ms*** accepted the offer and stated that her issue has been fully resolved On behalf of Sprint, I apologize for any inconvenience this issue may have caused Ms***If she has any questions regarding this concern, Ms*** can contact me by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####; ext***. I am available Monday, Tuesday, Thursday, and Friday from 7:a.mto 5:p.m., Central Time Sincerely, Shannon PExecutive Services Analyst