Sprint Corporation

March 13, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case ***, *** *** Sprint Case *** Sprint Account xxxxx*** To Whom It May
Concern: Sprint is in receipt of the above referenced complaint of Ms*** ***. We appreciate your assistance in bringing our customers’ concern to our attention According to the information provided Ms***, an authorized subscriber on the above account, stated that she completed cancellation for one line of service on the account and was assured that she would receive a credit on the account. However, the credit was not applied at the time of cancellationMs*** requested that Sprint review this matter and adjust her account accordingly We communicated with Ms*** on March 9, 2017. At that time, we confirmed that the credit of $was applied to her account on February 21, Additionally, we applied a one time courtesy credit of $to the account to offset the remaining balance, bringing the current balance to zeroMs*** acknowledged and accepted the resolution provided We regret any inconvenience that this matter may have caused Ms***. If we can be of further assistance, Ms*** can contact us by calling the Executive and Regulatory Services department toll-free at ###-###-####. I am available Monday through Friday, between 7:a.mand 3:p.m., Central Time Sincerely, John CExecutive Services Analyst

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meI also want something in writing for my records stating that I owe sprint nothing until the 30th of November if this could be mailed to me that would be great thank you
Regards,
*** ***

August 16, 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, Mr*** stated that at the point of sale, he paid $as a down payment. Furthermore, when he cancelled his account and returned the devices, he was advised he would receive a refund. To date, he has not received the refundAs a result, he is requesting a resolution to this issue Our records reflect that a refund was processed back to Mr***’s credit card on August 3, 2017. Additionally, Mr***’s account is cancelled and reflects a zero balance Mr*** notified us on August 12, 2017, via e-mail, that he had received the refund. As a result, he confirmed that he considers the issue resolved to his satisfaction We regret any inconvenience this matter may have caused Mr***. If I can be of further assistance, I can be contacted by calling our Executive & Regulatory Services department toll-free at ###-###-####, extension ***. I am available Monday through Friday, between 9:a.mand 5:p.mCentral Time Sincerely, Sharon RExecutive Services Analyst

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

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Assumed Answered]
Complaint: ***
I am rejecting this response because:Complaint Detail / ProblemComplaint Type:Service IssuesselectProblem:This is my second complaint to sprintSame issue too, I'm getting billed once again! After my last call I thought this issue was resolved but I got another billIt is only for a dollar but that is not the pointI was told I had nothing left to pay for that my account is closedIt makes me really mad to see another bill come upAlso, I was told my November bill was to be waived and I were to get a refund I have yet to get that money back.TranslateDesired Resolution / OutcomeDesired Resolution:-- Select your Desired Settlement --selectDesired Outcome:I want a refund for NovemberI didn't use the service whatsoever because it was supposed to be cancelled and I want this last bill to be waived
Regards,
*** ***

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
*** ***

September 14, To Whom It May Concern: Sprint is in receipt of the inquiry referenced above, filed by Mr*** *** regarding our Boost Mobile product. We appreciate your assistance in bringing our customers’ concerns to our attention. According to
the information provided, Mr*** indicated that after sending his device to the manufacturer for warranty assistance he was advised by the manufacturer that his device was unrepairable because it was tampered with. Mr*** explained that he purchased his phone new, and has never tried to make any repairs to his device because he knows it would void warranty. He requested a replacement of this device During our conversation on August 31, 2016, with Mr***, we explained that as outlined in our Boost Mobile Terms and Conditions, Boost Mobile devices are sold with a one-year manufacturer’s warranty. Boost Mobile does not manage those equipment warranties; therefore, any warranty repair or replacement inquiries should be directed to the equipment manufacturer, not Boost Mobile. As a goodwill gesture, we agreed to provide him with a fifty percent discount towards the purchase of a new device. Mr*** accepted our offer, but indicated that he would contact our office back to redeem the offer and order a new device Since our discussion with Mr*** on August 31, 2016, our office has not received any further correspondence from him. As a result, we attempted to follwith him by phone and e-mail on September 2, 6, 7, 8, and 12, 2016, unsuccessfully. As of September 14, 2016, we have yet to get a response or a follcall from Mr*** If Mr*** has any questions regarding this matter, he can contact me directly by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####, ext***I am available Monday through Friday between 9:a.mand 5:p.m., Central Time Sincerely, *** *Executive Services Analyst

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

October 19, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File *** Sprint Account XXXXX***, *** *** Sprint Case *** To Whom It May
Concern: Sprint is in receipt of the above-referenced inquiry filed by Ms*** ***We appreciate your assistance in bringing our customers’ concern to our attention. In the information provided, Ms*** expressed her dissatisfaction with the length of time taken to receive credits and a refund of charges assessed to her Sprint account for services and device accessories when she activated services with us, citing that she cancelled her Sprint services within five days. Ms*** requested that we provide the appropriate account credits and refund We regret Ms***’s decision to close her Sprint account and the subsequent delay in addressing her credit and refund concerns. Our records reflect that Ms*** established two new lines of Sprint service on July 9, 2016, at one of our authorized third-party retail locations but that the equipment associated with her lines of service were not received by Sprint after the termination of her services. As such, we assessed charges totaling $to her account for the unpaid balance of her equipment installment billing purchase agreements, pursuant to the terms of those agreements Unfortunately, our attempts to contact Ms*** by telephone and via e-mail on October 6, 10, and 17, 2016, to discuss her reported concerns in detail were not successful. We also sent a letter to Ms*** at her billing address of record on October 10, 2016, acknowledging our receipt of her inquiry and inviting her to contact us for assistance. To date, we have not received any response from her Although we were unable to speak with Ms*** directly, our records reflect that she spoke with representatives of the referenced retail location’s district management team on October 4, 2016, regarding her reported concerns and that, during that interaction, credits were applied to Ms***’s Sprint account to offset the accelerated equipment charges assessed in full. As result, Ms***’s account is closed and reflects a zero balance Additionally, during that interaction, Ms*** was provided the option of returning to the original retail location for a refund for the referenced device accessories she returned. Ms*** accepted that offer; however, as of October 17, 2016, she has not returned to the location We regret any inconvenience this matter may have caused Ms***. If she requires additional assistance with this concern, she can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext***. I am available Monday through Friday between a.mand p.m., Central Time Sincerely, Lori KExecutive Services Analyst

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

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: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 ***

March 12, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Inquiry *** Sprint Account xxxxx8771_ *** *** Sprint Case *** To Whom It May Concern: Sprint is in receipt of the supplemental complaint of Ms*** ***. We appreciate your assistance in bringing our customers’ concerns to our attention. In the additional information provided, Ms*** expressed her dissatisfaction with our inability to provide her with a bill reflecting the updated balance after being advised that her account balance had already been written off. Further, she continues to dispute the validity of the accelerated equipment charges assessed to the account In our previous response, we confirmed that Ms*** ported out two of her lines of service ending in *** and *** from Sprint to another service provide on August 24, 2017. At that time, her account reflected a previous balance for $and accelerated equipment charges for $for the two referenced lines of service. Our records further indicate that the line ending in *** and remained active until they were ported out from Sprint to another carrier on October 16, 2017, and December 1, 2017, respectively We spoke with Ms*** on February 20, 2018, regarding the information referenced above. We explained that at the time of cancellation, she remitted payments totaling $1,to satisfy previous charges for $and the accelerated equipment pay-off amount for the lines ending in *** and *** totaling $432.72. However, her account continued to incur monthly service charges and equipment lease charges for the two remaining lines of services until they were successfully ported out. Although we were unable to confirm error on the part of Sprint related to Ms*** port-out request, we applied credits totaling $to the account to offset the monthly service charges for the plan and Total Equipment Protection and two Late Fees for the lines ending in *** and as a result of minimum to no usage. Thereafter, the canceled account now reflects a balance for $Further, we explained that this balance is valid and is the monthly equipment lease charges of $52.78, $per device, assessed prior to cancellation of the two remaining lines of service and the lease pay off and purchase amount for $for lease ***, associated with the line ending in *** Ms*** requested a revised invoice reflecting the new bill amount; however, as explained, her account is canceled and the debt has been referred to an outside collections agency. As such, the system will not generate a new invoice reflecting the current balance of $as requested Unfortunately, our follattempts to contact Ms*** regarding her subsequent concerns at the telephone number provided in her inquiry on March 5, 7, and 9, 2018, to discuss her concerns further were unsuccessful. While we regret that Ms*** is not satisfied with our response, however, our position remains unchanged. After discussing this matter with the Executive & Regulatory Services team, I am confident that all of her issues have been fully addressed and resolved to the best of our abilityWe regret any inconvenience that this matter may have caused Ms*** and the loss of her business. If we can be of further assistance related to this complaint, she can contact me by calling our Executive & Regulatory Services department toll-free at 1-844-282-8211, ext***. I am available Monday through Friday between 7:p.mand 3:p.m., Central Time Sincerely, LJenkins LaDonna Jenkins 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:I called several times regarding the Sharp phone after realization of the incorrect billingIt was told to me that it would be fixed and never got fixedWhen speaking to a supervisor prior to lines being disconnected the supervisor informed me he did see notes it was addressed and to be fixedHe identified that $credit was still owed to meIt never got credited and I was told it wont be credited. The $credit for international calling was offered to me but conveniently the call recording is not available so they say it was never offeredIt was offered and I dont appreciate that the company that lied to me over and over again is calling me a liarIf they actually listened to the call they would have been able to identify that the credit was offeredI believe they don't want to honor the credit so they just said the call wasnt availableDuring a call on a following Saturday the rep even mentioned seeing the credit as pending. Sprint refused to looking into helping me resolve the issues of being charged for free phones due to the numbers being ported outThey refused to credit charges previously overcharged while numbers were active with SprintMy hopes was to port the numbers to a prepaid service while Sprint work on resolving my billing issues and then port my numbers back to Sprint to continue my service with themHowever they were unwilling to resolve any issuesNot one of my many issues was resolvedNow they have already sent me to a collection agency for $3,They insist I return all devices and still pay full price for these devices in addition to all the additional charges I was chargedHow can it be acceptable that I must meet all contract obligations but they dont have to? Nothing was done to resolve my complaintsNo resolution was madeThey didn't even try to correct even one of my many issues. They have only proved my point of them being a bait and switch company. Regards,
*** ***

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

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

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution isn't resolvedI have called in regards to the refundI waited a week now for this return to show on the account and no refund is showingUpon calling, I was told there isn't any refunds pending and was told to contact Sprint about itI called and was placed on hold twice and had to leave a messageThe bank indicated it takes to days for a return to show and it been a weekI received the first refund of and it only took days, I don't understand why these last two refunds arent being refunded.
Regards,
*** ***

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

April 17,
Revdex.com
Ward Parkway, Suite
Kansas City, MO
Re: Revdex.com Case ***, *** ***
Sprint Account xxxxx***
Sprint Case ***
To Whom It May Concern:
Sprint is in receipt of the above-referenced inquiry of Ms***
***We appreciate your assistance in bringing our customers’ concerns to our attention
In the information provided, Ms*** disputed charges assessed to her Sprint account for a tablet device and services that were presented to her as free during a recent equipment upgrade interaction at one of our retail locationsMs*** also described unfavorable customer experiences during her subsequent attempts to address that matter or to return the device to us to have the billing ceasedMs*** requested that we allow her to return her tablet device to us in exchange for our removing all charges associated with that line of service from her Sprint account
We regret any misunderstanding that may have occurred regarding Ms***’s billing and the terms of our recent tablet promotionOur records reflect that the disputed charge is associated with a tablet line of service that Ms*** accepted on January 14, 2017, at a Sprint retail location when she upgraded equipment for her existing line of serviceThe terms of the referenced promotion would have provided the tablet device to her at no charge after a monthly credit applied to offset the 24-month installment billing equipment purchase agreement charge, with Ms*** only being responsible for the monthly charge to allow data access on our network
During our April 5, 2017, conversation with Ms***, we explained the information outlined aboveMs*** reiterated that she was given misinformation about the cost of the tablet promotion at the point of saleShe also advised that she had already sent her tablet to our warehouse but that her account was still being assessed accelerated equipment charges for cancelling the installment billing purchase agreement for that device prior to its being satisfiedWe advised her that we would research the status of her equipment return and follow up with her as soon as additional information became available
On April 13, 2017, we called Ms*** again and advised that she credits totaling $were applied to her account on April 4, 2017, to offset two months’ of billing for her tablet charges and that her tablet device was received in our warehouse on April 13, We also assured her that we applied additional credits totaling $to her account to offset her accelerated equipment chargeMs*** expressed her satisfaction with our findings and resolution
We appreciate Ms*** taking time to provide details of her experience with our Retail and Customer Care representativesWe are continually striving to improve the quality of service provided to our customersPlease be assured that we value customer feedback and will utilize her input to improve our training and processes
We regret any inconvenience these matters may have caused, but we are pleased that we were able to satisfactorily resolve Ms***’s billing concernsIf we can be of further assistance with these concerns, Ms*** can contact me directly by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext***I am available Monday and Wednesday through Friday between a.mand p.m., Central Time
Sincerely,
Linda W
Executive Services Analyst

April 22, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case ***, *** Account XXXXX***, *** *** Case *** To Whom It May Concern: Sprint is in receipt of the inquiry of Mr*** *** regarding his wife’s Sprint account, XXXXX***, established in the name *** ***. We appreciate your assistance in bringing our customer’s concern to our attention. In his inquiry, Mr*** expressed his dissatisfaction with receiving a $subsidized phone charge for each of his two lines of service, which were activated with iPhone SE devices that were at no charge with a two-year Service Agreement. He also expressed his dissatisfaction with being charged $for all four phones on his service plan instead of $with his fourth line of service free as he was advised. He acknowledged that he is receiving the Buy One Get One promotion for the purchase of his iPhone devices and his tablet was returned for a full refund. He also indicated that he intended to contact us to change his service plan; however, he is requesting assistance with the removal of the $subsidized phone charges for his iPhone SE device corrected We spoke with Mr***, and reached an amicable resolution for his concerns. We confirmed that Mr*** does not qualify for the promotional service plan that has the third and fourth line free because it was only available for new accounts instead of existing accounts. Due to any misunderstanding regarding this offer, twelve monthly recurring credits of $were applied to the account each to assist with the service plan charges as a one time courtesy, on December 23, 2016. We confirmed that he has received four of these credits reflected at Goodwill credits on his January, February, March, and April invoices. Therefore, he is scheduled to receive one each month for the next eight months. We confirmed that the $subsidized phone charges that were incurred are valid because two-year Service Agreements are not compatible with discounted service plans; such as, the Unlimited Freedom plan that they selected. We also confirmed that credits totaling $were reflected on the January invoice to offset the disputed service plan and subsidized fee charges that we assessed at that time. Our records reflect at Mr***’s request, the service plan was changed to our new Unlimited Freedom shared plan for $on the first line, $on the second line, $on the third line, and $on the fourth line on April 15, 2016, to lower the service plan costs from $to $180. Due to any possible lack of information or miscommunication that may have occurred regarding the required subsidized phone fees, we applied credits totaling $to offset these fees reflected on the March invoice and we confirmed that they are not reflected on the April invoice. However, both of the $subsidized phone charges will resume with the May invoice and continue until the two-year Service Agreements are fulfilled for each line of service on November 1, Therefore, we agreed to apply monthly recurring credits to the account to offset these fees as a one-time courtesyAs a result, we are confident that this action fully resolves the concerns that Mr*** brought forth. We apologized for any inconvenience that this matter may have caused. If I may be of further assistance with this matter, Mror Ms*** can reach me by calling the Sprint Executive & Regulatory Services Department toll-free at ###-###-####. I am available Monday through Friday from a.mto p.m., Central Time Sincerely, Clara CExecutive Services Analyst