Sprint Corporation

October 10, 2017 Revdex.comWard Parkway, Suite 401Kansas City, MO 64114 RE: Revdex.com Inquiry ***-Rebuttal, Ronald B*** Sprint Account xxxxx5270 Sprint Case *** To Whom It May Concern: Sprint is in receipt of the above-referenced supplemental inquiry submitted by MrRonald B***. We appreciate having the opportunity to address his Sprint account concerns once again. In his rebuttal, MrB*** reiterated his belief that he was misinformed regarding the terms of his recent equipment purchase. We regret any remaining misunderstanding that may exist regarding MrB***’s noted equipment interaction. Because we have been unable to identify any error on the part of Sprint related to that concern, we attempted to contact MrB*** via telephone and e-mail to discuss his concerns in detail on October 3, 4, 5, 9, and 10, 2017,. As a result of our inability to reach him, we also forwarded a letter to him at his billing address of record, confirming our receipt of his inquiry and advising of our need to speak with him directly to obtain his account security information and additional details that will aid in our review. Unfortunately, MrB*** has not responded to us. As outlined in our August 29, 2017, response to MrB***’s initial filing, our records reflect that he upgraded the device associated with referenced line of Sprint service on September 12, 2016, and accepted a 24-month Sprint Easy Pay installment billing purchase agreeement. Consequently, he is currently not eligible to upgrade the device in question until that agreement is satisfied.The telecommunications industry is extremely competitive, and we realize that the quality of products and the level of customer service we provide will define our success. MrB***’s feedback is invaluable, and our hope is that he will allow us the opportunity to address his reported concerns and rebuild his faith in Sprint. As such, if this matter remains unresolved, we invite him to contact me directly by calling the Sprint Executive & Regulatory Services department toll-free at 1-855-848-3280, extension ***. I am available Monday through Friday from a.mto p.m., Central Time. Sincerely, Sean J.Executive Services Analyst

October 3, 2016 Revdex.comWard Parkway, Suite 401Kansas City, MO 64114 Re: Revdex.com Complaint ***, *** *** Sprint Account XXXXX*** Sprint Case
*** To Whom It May Concern: The inquiry referenced above has been forwarded for our review. We appreciate your assistance in bringing our customers’ concerns to our attention. According to the information provided, Mr. *** that his account was merged from nTelos to Sprint on May 13, 2016. He stated that he canceled the account within the 30-day satisfaction guarantee period because he was not satisfied with the level of coverage in his service area. He stated that although he returned the devices, he was billed cancelation charges and monthly service charges. As a result, he is requesting that we close the account and credit the balance on the account. During our conversation with Mr***, we apologized for any inconvenience he may have experienced as a result of this issue. Further, we advised him that our records reflect that although he returned the device to the retail store within the 30-day promotional return period, our records do not reflect that he fulfilled his service agreement with nTelosAs a result, his account was automatically assessed $in Early Termination Fees. We advised him that although the fees are valid, in an effort to amicably resolve his complaint we applied credits totaling $to offset the balance on the account. As a result, the account is closed and reflects a zero balance We appreciate Mr***’s taking the time to provide us with the 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. The feedback he provided has been forwarded to the appropriate management staff for further review. If I may be of further assistance with this matter, please contact me by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####. I am available Monday, Tuesday, Thursday and Friday from a.mto p.m., Central Time. Sincerely, Tobias T.Executive Services Analyst

May 4, 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 *** *** submitted on April 28, 2017. We appreciate your assistance in bringing our customer’s concerns to our attention Mr***’s filing expressed his dissatisfaction with his recent device purchase. According to Mr***, the devices have fallen short of his expectations. Mr*** requested that Sprint review this matter, allow him the ability to return his equipment and cancel his account without further cost to him Sprint has reviewed Mr***’s complaint. We spoke with Mr*** on May 2, 2017, to discuss his concerns. At that time, Mr*** stated that this matter has been resolved to his satisfaction. Mr*** further stated that the disputed lines of services were cancelled and he returned the equipment. In addition, during April 2017, Sprint applied a total credit of $to Mr***’s account to offset the cost of the cancellation charges associated with the two disputed lines of servicesMr*** expressed his satisfaction with the resolution provided to him We regret any inconvenience this matter may have caused Mr***If Mr*** would like to further discuss this matter, he can contact me by calling the Executive & Regulatory Services department toll free at ###-###-####, extension ***. I am available Monday through Friday, from a.mto 4:p.m., Eastern Time Sincerely, /s/ Taheera L Taheera LExecutive & Regulatory Service

November 3, 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. We appreciate your assistance in bringing our customers’ concerns to our attention. According to the information received, Ms*** stated that at the point of sale, he was offered a promotion for an iPhone at no cost. He stated that that he asked the store representative if he had to take advantage of the promotion at that time, or if he could wait until he ported in the rest of his numbers to Sprint. He stated that he was advised that he could wait and after he ported in the rest of his numbers, he went back to the retail store location and was advised that the promotion had expired. He stated that had he known that there was and expiration date for the promotion, he would have taken advantage of it when he opened his account. He is requesting a resolution to this issue In our effort to provide clear communication about our devices, features, promotions and pricing, Sprint publishes an overview and our retail brochures, displays, partner stores, and web site at www.sprint.com have not deviated from the published information. In our continued efforts to provide all of our customers with the best pricing possible, we cannot fulfill any verbal offers that deviate from the formal and approved published device and/or service plan pricing. As stated in our promotional material, promotions are limited. Our records reflect that the “iPhone On Us” promotion ended prior to Mr*** attempting to take advantage of the promotional offer We spoke to Mr*** on November 2, 2016, and provided him with the above-referenced information. We apologized for any misunderstanding that may have occurred at the point of sale. In an effort to reach an amicable resolution, we offered to apply a one-time lump sum credit equal to months one lease agreement or installment billing charges, after the purchase of a device with a lease or installment billing agreement. This wold be reflected as an account credit and the offer is valid for one device only. Mr*** accepted our offer and stated that he considers the issue resolved to his satisfaction. This offer is valid for days from the date of this letter. We appreciate Mr***’s feedback regarding his experience with our retail store representatives. We are continually striving to improve the quality of service provided to our customers. Please be assured that we value his feedback and will utilize his input to improve our training and processes We regret any inconvenience these matters may have caused. If I can be of further assistance, I can be reached at the Executive & Regulatory Services department toll-fee at ###-###-####. I am available Monday through Friday, between 9:a.mand 5:p.mCentral Time Sincerely, Sharon R Executive Services Analyst

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Assumed Answered]
Complaint: ***
I am rejecting this response because: After I filed this Revdex.com complaint, *** called me on May 17th at 9:57am, despite me telling her countless times to not call me at such an early hourMy full time job is on the night shift and I'm usually asleep at 10amShe left me a rather insulting voicemailThe line I was insulted by was "um, I don’t know if you should be getting this credit balance because you’re not paying anything for the next four months ". You don't think I should be CREDITED WHAT I'M OWED just because I'm not paying anything for the next four months? That just proves how crooked and negligent your company isThe fact of the matter is I turned in iPhone devicesAnd the bill showed I was only credited for So that needs to be fixedThe bill also shows you're still deducting $every month when the contract I signed up for is $140/month before taxesStill think I shouldn't be getting this credit?***, your personal opinion of why you don't think I should be getting the credit balance really has no bearing in this caseYou know why? Because facts matter, not your personal opinionAnd you're grossly ignoring facts in this caseYou mentioned in your Revdex.com response: "Furthermore, the credit will award on the bill within one to three billing cycles" I started with you guys in FebruaryThat means billing cycles should take us to AprilAnd here I am, in early June 2017, still waiting for you guys to correct your mistakesStill having to point out mistakes you guys failed to correctYour Revdex.com response says "We confirmed that as of April 7, 2017, the promotional lease credit of $per month was applied to phone lines ending in ***, ***, ***, and ***, which will reflect on the account within one to three billing cycles." Why would you apply a lease credit to my account? That doesn't make any senseAn iPhone isn't worth dollarsYou initially credited my account for out of of the phones at $per phoneSo how how come I'm getting a $credit for the other two phones? $times = $That's the total credit I should have gotten from the start, for turning in phonesBut yet you wrote that you applied a "one-time courtesy adjustment of $1, 129.42"It's an insult that you would even call it a courtesyIt should be called a creditAnd $1,is too lowIt's not what I'm owedThe bill shows "-487.62" credit for two phonesI need that bill to show the credit for all phones nowWhen I filed this Revdex.com complaint I asked *** to respond to me over emailShe refused to answer my May 18th emailsShe calls me May 19th at 4:29pm, knowing full well that I'm at work and can't talkShe ignored my May 22nd email and my May 23rd email until I asked for her Supervisor's contact info which she failed to provide me withShe told me she was unable to respond via email with her findingsShe told me she would follow up with me on the phone May 30thSo I emailed her May 29th to say let's move the callNo responseI emailed her again on May 30th saying we need to push the call until tomorrow at 1pm. Her response was “Dear Ms***, Please pick a time tomorrow that we can speak so I can schedule a conference call with you? Thanks, ***” I responded with “I already didcheck your email concerning tomorrow.” No responseOn Wednesday May 31st I sat down at my computer at 12:50pm waiting for ***'s 1pm call that I had scheduled with her over email(Yet another email she refused to respond to)I sat there and waited for her call to come in at 1pmShe didn’t callI waited until 1:20pm and her call still hadn’t come inWhat's the point of scheduling a call if she isn't going to make good on that scheduled time? I emailed her at 1:20pm and said “I stopped down all the work I was doing to take your calland its now pastand you havent calledExtremely unprofessionalI have to go back to work now before I lose more money because of SprintThis is the second time I'm asking you this: can you please give me your supervisors email/contact phone number?” She failed to give me her supervisor's contact info yet againOn May 31st *** sent me an email that said "I will be responding to the Revdex.com this week informing them that we are working with our management team to remove the lease charges on your lines and once we remove the charges we have to recalculate the credit since our sales and customer care teams approved a lump sum credit on April 13, for $1, including taxes adjustment that appeared on page (1) of your May 6, billing statementWe thank you for alerting us of this matter and we will work with you and our management team to fix this matter." Her email gracefully admits that they made a mistake by just giving me a lump sum credit instead of the credit I'm actually owedBut she failed to put that in writing in her Revdex.com response. How come the email says you're working to recalculate the credit, but your Revdex.com response doesn't flat out say that? Your Revdex.com response is a complete misrepresentation of the facts and issues at handAnd how your team has gone about handling these issues up until nowWorking with *** has been exhaustingSprint has made zero effort to accommodate my demanding work schedule and unusual hours by continuing to communicating over phone only at times they know that I'm either sleeping or working*** continues to ignore emails I send until I ask for a supervisor, and those requests are always ignoredSprint is a corrupt company that knows they've cheated me out of hundreds of dollars that I'm owedIt's disgusting that I've have to file Revdex.com complaints now just to get the money that I'm owedI can't even begin to imagine how many other people you're doing this toBy the way, your Sprint commercials that mention 'get a free iPhone on us'Can you say advertising? I wish I could rewrite those commercials to inform everyone that this is ONE BIG SCAM
Regards,
*** ***

Sprint is in receipt of the above-referenced follinquiry of Ms*** *** regarding our Boost Mobile productWe appreciate your assistance in bringing our customers’ concerns to our attentionIn her complaint, Ms*** expressed her concerns related to her being charged $
each month for her $GB Data Boost service planMs*** has requested a $refund from her July service payment and for future automatic payments to be corrected to deduct the proper amount
Our records reflect that Ms*** contacted our Customer Care representatives on June 23, 2015, to report issues with being overcharged on her June 2, 2015, service paymentWe processed a refund of $back to her credit card on June 24, On July 2, 2015, we confirmed that Ms***’s credit card was again charged $in error
During our July 10, 2015, conversation with Ms***, we apologized for the ongoing issues she has experienced regarding her monthly automatic payment concernsOn July 14, 2015, we processed another $refund back to Ms***’s referenced credit cardWe also informed her that we have dispatched a service ticket to our Technical Support representatives to further investigate his payment concernsRegrettably, that team is still investigating her payment issuesWe remain committed to working with her until her concerns are completely resolved
On behalf of Sprint, I apologize for any inconvenience Ms*** has experienced regarding this matterIn the interim, if you have questions regarding this matter, you or she can contact me directly at ###-###-#### or by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####I am available Monday through Friday between 10:a.mand 6:p.m., Central Time
Sincerely,
Mondrell G
Executive Services Analyst

July 26, 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 inquiry of Ms*** *** ***. We appreciate your assistance in bringing our customers’ concerns to our attention In the information provided, Ms*** expressed her dissatisfaction with an unfavorable customer experience while attempting to resolve an issue with an unauthorized online equipment purchase billed to her Sprint account. Ms*** stated that she contacted Sprint to report the fraudulent activity on her Sprint account and was unable to successfully answer the security questions that were asked of her and was declined assistanceMs*** requested that the issue be resolved and that she be given one month of free service Sprint is committed to protecting the privacy of our customers. In accordance with that commitment, we take measures to verify that any person 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 account’s PIN or security question/answer is correctly verified before we discuss account information or make any changes to the account. We contacted Ms*** on July 25, 2017, after she visited her local Sprint store to verify her identity, and advised that we completed our investigation and confirmed that fraudulent activity occurred on her Sprint account. All necessary adjustments have been applied to negate the fraudulent charges. In addition, a one-time courtesy credit of $was applied to her Sprint account, We appreciate Ms***’s taking time to provide details of her experience with our Customer Care representatives. We are continually striving to improve the quality of service provided to our customers. Please be assured that we value her feedback and that her concerns have been forwarded to the appropriate managerial staff for further review We regret any inconvenience this matter may have caused. If we may be of further assistance with this matter, Ms*** can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, extension ***. I am available Monday through Friday between 7:a.mand 3:p.m., Central Time Sincerely, Twana *** Executive Services Analyst

January 13, Revdex.com *** *** *** *** *** *** *** ** *** Re: Revdex.com Case ***, *** *** Account *** Case *** To Whom It May Concern: Sprint is in
receipt of the inquiry of Ms*** *** regarding her Sprint account. We appreciate your assistance in bringing our customer’s concern to our attention. In her inquiry, Ms*** expressed her dissatisfaction with the disbursement of the Switch to Sprint promotional award that she received. She cited that she was advised that not all of her buy back points could be applied toward her account charges and a portion would have to be used toward the purchase of in-store accessories. Therefore, she requested to return her accessories in exchange for account credit We spoke with Ms*** and resolved her concerns to her satisfaction. We confirmed that she received Switch to Sprint buyback credits for turning in her devices totaling $of which $was used for the purchase of her accessories and the remainder was used to offset equipment and account charges. Additionally, she received two prepaid award cards totaling $360. As a result, we confirmed that the total awards she received of $offset the portion of her equipment buy out charges with her previous provider before adding taxes and other fees. We also confirmed that she received two $account credits on her November invoice as a result of the Back to School promotion she was offered. Therefore, we are confident that Ms*** received the correct amount for the promotional offers that she qualified for We confirmed that Ms***’s accessories were not eligible to be returned because more than days have passed since the date of her original purchase. Due to any possible misunderstanding that may have occurred regarding the ability for her buyback credit to be applied to her account, we applied credits totaling $to her account as a one-time courtesyMs*** stated she is satisfied with this resolution If I may be of further assistance with this matter, Ms*** can reach me by calling the Sprint Executive & Regulatory Services Department toll-free at ###-###-####, ext####. I am available Monday through Friday from a.mto p.m., Central Time Sincerely, Clara CExecutive Services Analyst

September 25, Revdex.com 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. We appreciate your assistance in bringing our customers’ concerns to our attention According to his complaint, Mr*** expressed his dissatisfaction with the replacement Samsung Galaxy SPlus device associated with phone number ending in ***. Mr*** stated he paid a deductible in July to have the device replaced. He stated he is now experiencing problems with the replacement device. Mr*** is requesting that Sprint provide him with a new replacement Samsung Galaxy SPlus device. Mr*** further expressed his dissatisfaction that he did not receive a promotional Visa Reward card for phone number ending in ***. Mr*** is requesting that Sprint review this matter Sprint has reviewed Mr***’s complaintPlease note that 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. 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 Mr*** subscribes to Sprint’s Total Equipment Protection (TEP) on his phone number ending in ***. Therefore, if the problem with Mr***’s device is covered under the Equipment Service & Repair Program (ESRP) portion of TEP, his device will be repaired or replaced at no charge at a Sprint service and repair center for the first two visits. Mr*** will be charged $for each subsequent visit to a Sprint service and repair center, if his device requires repair or replacement within a rolling 12-month period If the problem with Mr***’s device is covered under the Equipment Replacement Program (ERP) insurance portion of TEP, he may contact Asurion, the program administrator, to file a claim. A $up to a $deductible, depending on the device model, is required at claim approval. Further details regarding TEP and the coverage’s under ESRP and ERP may be found at www.sprint.com/tep We spoke with Mr*** on September 14, 2017. Mr*** confirmed that in July 2017, Sprint applied a $courtesy credit to his account to offset the cost of his previous TEP claim on phone number ending in ***. We explained to Mr*** that if he believes he is provided with a defective replacement device from Asurion, he has days to return the device to Asurion for another device replacement. We advised Mr*** that he will be responsible for any device replacement charges associated with the device for phone number ending in *** We further explained to Mr*** that as the device from his previous wireless provider for phone number ending in *** was damaged, the device did not qualify for the promotional Visa Reward card. In order to qualify for the promotional Visa Reward card offer, the device must be turned in to Sprint, in working condition and free of physical damageMr*** expressed his understanding and stated he has no further questions and/or concerns in regard to this matter We regret any inconvenience this matter may have caused Mr***. If we can be of further assistance with this matter, Mr*** can contact me by calling our Executive & Regulatory Services department toll free at ###-###-####, extension ***. I am available Monday through Friday, from 8:a.mto 4:p.m., Eastern Time Sincerely, /s/ Taheera L Taheera LExecutive Services Analyst

August 19, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case ***, *** *** Account XXXXX***, *** ***-*** Sprint Case *** To Whom It
May Concern: Sprint is in receipt of the inquiry of Ms*** *** regarding her Sprint account. We appreciate your assistance in bringing our customer’s concerns to our attention. According to the information received, Ms*** expressed her dissatisfaction with the network service in her local area during prime time hours and the $fee she is being charged monthShe cited that she is not receiving the unlimited service that she pays for. As a result, she is requesting to receive a refund for the charges she has paid since February We spoke with Ms*** and addressed her concerns. We explained that as outlined in our Terms and Conditions of Services, coverage and quality of wireless services may be affected by conditions beyond our control. Additionally, wireless services may not be regularly transmitted through concrete structures such as buildings, basements, walls, and various other structures. Therefore, we are unable to guarantee service in a particular location and data speeds may vary. We determined that her address is located in ‘Good’ coverage. Our network engineers investigated Ms***’s concerns and confirmed that our network is currently performing within parameters in her local areaAs a result, customers in these areas should generally receive signal strength sufficient to make and receive calls outdoors, but signal may be lost in a car and in buildings. However, certain areas may have limited or no coverage and various factors such as terrain, foliage, and buildings may affect actual coverage in a particular area even when estimated to be within 'best' coverageWe 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. As a result, we confirmed that the tower nearest her home is schedule for updates later this year We regret that Ms***’s experience with service in her local area is falling short of her expectations; however, we confirmed that although optimal data speeds have not been available during peak times, her services have been use for a substantial amount of talk text and data. Therefore, we are unable to comply with her refund request. However, due to any possible reduction in service she may have experienced, we applied one-time credits totaling $to her account as a courtesy We also explained to Ms*** that her account was activated with a spending limit based on the results of the credit evaluation performed when she established service with us. At that time, a separate letter was sent regarding the results of the credit check and that the account was initiated in our ASL program, which would have a monthly $ASL fee. However, Sprint will waive the $Spending Limit Program fee for customers who enroll in our recurring automatic payment and e-Bill programs. Customers can setup recurring automatic payment and enroll in e-Bill via *** at their convenience by logging on to their My Sprint account at ***If recurring automatic payments or e-Bill are cancelled, the fee will be re-applied to the customer’s account. Ms*** states she now understands We regret any inconvenience that these matters may have causedIf I can be of further assistance with these matters, Ms*** can contact me by calling the Executive & Regulatory Services department toll free at ###-###-####, ext***I am available Monday through Friday, between a.mand p.m., Central Time Sincerely, *** CExecutive Services Analyst

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

May 3, 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*** stated that she is disputing two account lines of service that were added without her authorizationAs a result, she is requesting that we cancel both lines and issue a credit for the corresponding charges We regret the circumstances that led to Ms***’ filing of this complaint. Our records reflect that on February 17, 2017, two new lines of service were opened and devices were ordered via our Telesales departmentWe further confirmed that the caller who contacted us was able to authenticate the accountOn March 29, 2017, Ms*** spoke to our Fraud department, and she advised of the unauthorized add-ons; however, she indicated that she had the devices in her possession and wanted to return themBased on the information provided by Ms***, and our review, our Fraud department were unable to confirm any fraudulent activity. During our discussion with Ms*** on May 1, 2017, we outlined our aforementioned findingsMs*** accepted the outlined information and expressed interest in keeping one of the lines, tablet line ending in ***; however, she reiterated her desire to cancel the second line, phone ending in ***She confirmed that her son added the line without her authorization and confirmed that she updated all her security information to prevent future unauthorized account accessIn an effort to reach an amicable resolution, and in appreciation for Ms*** tenure with us, we offered to cancel the service on phone ending in *** and its associated lease with the return of its corresponding device in like new conditionWe are pleased to inform you that Ms*** expressed her satisfaction with our handling of this matterAs a result, we sent a return kit to facilitate the return of the device and the accelerated lease charges will be removed once the device is received We regret any inconvenience this matter may have caused Ms***, and we appreciate her continued business. If we can be of further assistance, Ms*** can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, extension ***. I am available Monday through Friday between 8:a.mand 4:p.m., Central Time Sincerely, Leslie *** Executive Services Analyst

January 28,
*** ***
Consumer Specialist
Kansas City Revdex.com
Ward Pkwy, Suite
Kansas City, MO
Re: *** ***
Revdex.com Case # ***
Sprint Account# xxxxx***
Sprint Case # ***
Dear Ms***,
Sprint is in receipt of
the complaint regarding *** *** submitted on January 5, Thank you for the opportunity to respondWe at Sprint view customer satisfaction as our priority and therefore regard every issue as critical and important
According to the information provided, Mr*** expressed his dissatisfaction with the lack of network coverage in his home service area of Rocky Ridge, MDAdditionally, Mr*** expressed his dissatisfaction with the issues he is experiencing with his HTC MdeviceTherefore, Mr*** requested that Sprint to review this matter
We assure you that Sprint is committed to providing excellent service on every contact, with every customerPlease be advised that we take every inquiry seriously and we appreciate Ms***’s feedback
Sprint has reviewed Mr***’s complaintWe regret that the coverage in Mr***’s 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 customersOur research into this matter determined that the service address associated with Mr***’s account is within Sprint’s coverage area and that substantial usage of both voice and data services are evident on her account during the referenced timeframe she reported service interruptions, with no observable usage anomalies
Our records reflect that on February 12, 2015, Mr*** purchased an HTC Mdevice for phone line ending in *** via our Easy Pay programSprint’s Easy Pay program allows customers to purchase an eligible smartphone or basic phone 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 customer
On January 27, 2016, we spoke with Mr*** regarding his concerns and relayed the aforementioned informationIn an effort to amicably resolve Mr***’s concern, Sprint has agreed to cancel the Lease Agreement for his current HTC Mdevice and allow him to upgrade to the device of his choice, in exchange for return of the HTC Mdevice to our warehouseUpon receipt of the device, we waive the accelerated Lease Cancellation Charges assessed to his accountTherefore, we have sent Mr*** a pre-paid return to help facilitate the return of his deviceAs such, Mr*** agreed to the offerMr*** has further expressed his satisfaction with Sprint’s efforts to resolve his concernsWe apologize for any inconvenience this matter may have caused Ms***
Sprint regrets any inconvenience that this matter may have causedIf I can be of further assistance, Mr*** may contact me directly at ###-###-#### Ext***, Monday through Friday, between a.mand p.m., Eastern Time
Sincerely,
/s/ Romualdo F
Romualdo F
Executive Services Analyst

December 5, 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 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 has not received a full refund for equipment that was purchased and subsequently returned during Sprint’s Satisfaction Guarantee We regret the circumstances that prompted Ms***’s complaint. We spoke with Mr*** on November 23, 2016, and advised that the remaining refund was processed totaling $on November 16, 2016. Mr*** confirmed receipt of the refund and the issue is now resolved We appreciate Ms*** for taking time to provide details of her experience with our retail store 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 apologize for any inconvenience this matter may have caused Ms***. If she needs further assistance with this matter, she can reach me toll-free at ###-###-####, ext***. I am available Monday through Friday from 7:a.mto 3:p.m., Central Time Sincerely, April *** Executive Services Analyst

July 24, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case *** Sprint Account XXXXX***, *** *** Sprint Case ***
To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of Mr*** ***. We appreciate your assistance in bringing our customers’ concerns to our attention. According to the information provided, Mr*** expressed his dissatisfaction with his data network experience. As a result, he is requesting to exchange his device model. As stated in our Terms and Conditions of Service, to help protect against the possibility that customers may occupy an unfair share of network resources, unlimited data plan customers who use more than 23GB of data during a billing cycle will be prioritized below other customers for the remainder of their billing cycle, in times and locations where the availability of network resources is constrainedAffected unlimited data plan customers may notice temporary changes in the performance of certain applications when they are on constrained sites as compared to other users especially if such affected users are engaged in data-intensive activitiesPerformance will return to when the cell site is no longer constrained or the customer moves to a non-constrained locationAffected unlimited customers will still be able to enjoy unlimited quantities of data without overage charges or data caps even if their usage exceeds the threshold for Sprint's Quality of Service (QoS) practicesIn addition, Sprint may adjust periodically the applicable threshold for Sprint's QoS practicesSee sprint.com/networkmanagement for additional details During our investigation, we found that the cell sites in Mr***’s area are operating within parameters. Further, our records show that Mr*** has used approximately 82GB of data and is not indicative of service issues. We regret that Mr*** remains dissatisfied with our service. Although he is outside of our 14-day Sprint Satisfaction Guarantee time frame, we offered to accept the return of Mr***’s undamaged devices and agreed to waive the associated installment agreements and to allow him to seek services elsewhereThis offer is valid for a period of days from the date of this response. If Mr*** would like to accept our offer, he can contact us within the next days. If Mr*** has any further questions regarding this matter, he can reach me by calling the Executive & Regulatory Services department toll-free at ###-###-####. I am available Monday through Friday from a.mto p.m., Central Time Sincerely, Kala C 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. I do recommend that Sprint do the following for future customers switching from contract to a prepaid planInform customers that the areas covered will be smaller. Inform customers that the phones available with the prepaid plans are older model phones and not as sophisticated as the ones that are available on the contracts
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 meRegards, *** ***

October 11, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Inquiry *** Sprint Account xxxxx***, Usha *** Sprint Case *** To Whom It May Concern: Sprint is in
receipt of the above-referenced inquiry of MsUsha ***. We appreciate your assistance in bringing our customers’ concerns to our attention. In the information provided, Ms*** stated that her device was stolen and that she was told to provide a police report and that we would remove the balance. Further, she stated that we removed her Sprint Rewards discount. She requested that we reinstate her discount and remove the charges associated with the stolen device Our records reflect that Ms*** updated her calling plan to the Unlimited Freedom plan on May 15, 2017. The Unlimited Freedom plan is not compatible with the Sprint Rewards program; therefore, the customer is no longer eligible for the percent discount. During our conversation with Ms*** on October 2, 2017, we confirmed the information referenced above. Further, we advised that her previously GB Data share plan was expired and that if we default her back to this plan that her monthly cost would be greater than $for the two remaining lines, as the promotional waive access fee offer has expired. However, if Ms*** enrolls in auto-pay and e-bill she can save an additional $per line, on the Unlimited Freedom plan Further, we advised Ms*** that the reported lost/stolen device was purchased via lease agreement and that if the Apple iPhone device was not returned to Sprint, that as detailed in her lease agreement, she is responsible for the purchase amountMs*** requested that we cancel the associated line of service ending in 5267, effective on October 14, 2017, which will accelerate the billing of the device purchase amount of $and applicable taxes and surcharges Regrettably, we were unable to verify any request for a police report in lieu of Ms*** paying the purchase amount for the lost/stolen device. However, in an effort to amicably resolve this matter, we applied credit totaling $to the account to offset the purchase amount, as a gesture of goodwill We regret any inconvenience that this matter may have caused. If we can be of further assistance related to this matter, Ms*** can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext***I am available Monday through Friday between 7:p.mand 3:p.m., Central Time Sincerely, LaDonna *** Executive 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: Yes I accepted the $credit Credit was accepted because it was a way for Sprint to make up for my time and energyI also clearly stated I was still not happy with the fact that the salesperson out right lied to meThe salesperson repeated on numerous occasions that I was getting a gb planIn reality, no 10gb plan existed I am very disturbed that Sprint seems to be condoning the salespersons actionsAlso, I still have a fifth line that I never requestedNo explanation has been given for why I now have five lines but only four users Very odd Thank you
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
Regards,
***-*** ***