Sprint Corporation

February 4, 2017 Revdex.comWard Parkway, Suite 401Kansas City, MO 64114 Re: Revdex.com Case ***, *** *** *** Account XXXXX*** Case *** To Whom It May Concern: Sprint is in receipt of
the inquiry filed by Ms*** *** regarding her Sprint account. We appreciate your assistance in bringing our customer’s concerns to our attentionAccording to the information provided, Ms*** states that she was not satisfied with the level of customer service she received when she contact us regarding a billing concern. She states that she ultimately derived the origin of the disputed charges in the amount of $(late fee, taxes, and surcharges), but not until she had incurred another late fee. During our conversation with Ms***, we apologized for any inconvenience she may have experienced and thanked her for her feedback regarding her billing and customer service concernsFurther, we confirmed that credits totaling $$were applied to her account on January 19, 2017, to address her concerns. Ms*** confirmed that she had no outstanding concerns. Again, Sprint regrets any inconvenience Ms*** may have experienced while attempting to resolve this issue. If I can be of further assistance with this matter, 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, Clara C.Executive Services Analyst

February 1, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File *** Sprint Account XXXXX9441, *** *** 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 attentionAccording to Ms***’s inquiry, she canceled service and paid her final bill, however, she states that Sprint is attempting to collect additional monies for cancellation. Ms*** indicates that she would like any balance waived and a refund of her last payment of $ We regret any misunderstanding that may have occurred regarding Ms***’s final account balance. We contacted Ms*** on January 23, 2018, and advised that her last line of service was ported on November 12, 2017, and her final invoice generated shortly thereafter. We explained that an Early Termination Fee (ETF) was assessed to her account for the cancellation of that line because the associated service agreement had not been fulfilled. As a result, we determined that the final account balance is valid and payable to Sprint. As a goodwill gesture, we offered to waive one-half of the final balance due contingent upon her payment of the first one-half within the next days. Ms*** was instructed to contact our office for acceptance of the offer and after days, the final account balance will be sustained. In addition, we must respectfully decline Ms***’s request for a $refund as there is no credit balance on the account to warrant her request We thank Ms*** for her former tenure with Sprint. If Ms*** has further questions regarding this matter, or if she would like to accept our offer, she can contact us by calling our Executive & Regulatory Services department toll-free at 1-844-282-8211, extension ***. I am available Monday through Friday from 7:a.mto 3:p.m., Central Time Sincerely, April JExecutive 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] I have talked to Sharon in the phoneI am also still receiving bills that I owe the which I do notAt this point if I have to get a lawyer and take this to court I willI am being bullied into paying for a bill that was told to me by numerous Sprint workers that I owed $I am not sure why I am still receiving bills from a sprintI have not received any phone calls from them eitherPlease let me know what my next steps areThank you.
Complaint: ***
I am rejecting this response because:
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,
*** ***

April 18, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Inquiry ***, *** I*** Sprint Account xxxxxx***
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 attentionBased on the inquiry, Mr*** states he paid off his device before the two-year period in the amount of $and that the payment was misapplied to future services. He further stated that he was also informed by a customer service representative that the payment was applied to the wrong account. As a result, he is seeking assistance with this matter and requests that the billing matter be resolved Please be advised that we spoke with Ms*** ***, upon authorization from Mr*** ***, regarding his payment concerns. During our discussion with Ms***, she stated that she made a final payment of $in December to payoff her Installment Billing Agreement for the Samsung SEdge; however, she states a balance still remains. Upon review of this matter, we discovered that the payment in question was inadvertently misapplied. To address this matter, we have updated the Installment Billing Agreement payments towards the referenced device. As a result, we informed Ms*** that the Installment Billing Agreement for her device is considered paid in full. Additionally, we offered to follon her next month’s invoice to assure the account is billing correctly. We appreciate the ***’s for taking the time to provide us with the details of their experience regarding their account payment concerns. We are continually striving to improve the quality of service provided to our customers. We regret any inconvenience this matter has caused. If we can be of further assistance, I can contact me by calling the Executive & Regulatory Services department toll-free at ###-###-####, extension ***. I am available Monday through Friday between 8:a.mand 4:p.m., Central Time Sincerely, Alethea BExecutive Services Analyst

Tell us why here...July 5,
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 *** *** submitted on June 23, We appreciate your assistance in bringing our customer’s concerns to our attention
Mr*** filing expressed his dissatisfaction with being misinformed in regard to Sprint’s promotional offersAccording to Mr***, he was offered Sprint’s iPhone Buy-One-Get- One (BOGO) promotion by a Sprint Retail Store representativeIn addition, Mr*** stated that he was offered an Unlimited plan at a monthly rate of $per monthMr*** advised that he did not accept the offer during his interaction at the local Sprint Retail Store locationHowever, he contacted Sprint’s Customer Care group on the same date to accept the above-referenced promotions and he was advised that he was ineligible to participate in the aforementioned promotional offersMr*** requested that Sprint review this matter and provide him with an amicable resolution
Sprint has reviewed Mr***’ complaintWe spoke with Mr*** on July 3, 2017, and discussed his account concernsDuring our discussion, we offered to apply a one-time adjustment to his account to offset the monthly lease charge associated with the second iPhone device after he completes the upgrade for that line of servicePlease be advised that Mr*** accepted the offer and confirmed that he would remain on the 6GB Better Choice price planPlease note we encourage Mr*** to contact the undersigned directly at the phone number noted below upon completion of his device upgrade, to ensure that his account is adjusted accordingly
We regret any inconvenience Mr*** may have experience while attempting to resolve her issueIf we may be of further assistance, Mr*** can reach us by calling the Executive & Regulatory Services Department toll-free at ###-###-#### ext., ***We are available Monday through Friday from a.mto p.m., Eastern Time
Sincerely,
/s/ Dar-Sheen ** ***
Dar-Sheen ** ***
Executive & Regulatory Services

April 26, 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 Mr*** ***, which was forwarded to the Executive & Regulatory Services department for review. We appreciate your bringing our customers’ concerns to our attention In the information provided, Mr*** stated that he has a Samsung Galaxy Sdevice that he is leasing from Sprint, and at the time of leasing, he stated that he chose the Samsung device because the manufacturer offered monthly security updates. He further stated that as of April 7, 2017, he has not yet received the March security update. He indicated that he contacted our Sprint representatives via Facebook who referred him to the manufacturer. He contacted Samsung who referred him to a retail store to request assistance with the update. Mr*** stated that he is dissatisfied with the resolution provided, and as a result, he is requesting that either his software be upgraded or that he be allowed to upgrade to a new device We communicated with Mr*** on April 13, 2017, regarding this issue, and during our conversation, he stated that he received the applicable software update for his device. At the time of filing the complaint, he believed that he was just being referred to different entities without resolution. We regret that he felt the way that he did, but we are pleased that the issue is resolved. Based on our review of this issue, successful software updates should occur when the battery charge is at least percent, and when there is a connection. The download times of the software update could vary depending on the size of the update. Also, for future updates, Mr*** can manually update software should he desire by following the steps below: From the home screen, tap Apps then SettingsTap System UpdateFollow the on-screen directions Additionally, manufacturer advertised software updates can also be obtained from the manufacturer. Further review of our records also reflected that Mr*** updated his device effective April 22, We regret any inconvenience that Mr*** may have experienced while attempting to resolve his device concerns. Should there be any additional questions regarding this matter, we can be reached by calling the Executive & Regulatory Services department toll-free at ###-###-####, ext***. I am available Monday through Friday between 7:a.mand 3:p.m., Central Time Sincerely, Bridgette FExecutive Services Analyst

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Assumed Answered]
Complaint: ***
I am rejecting this response because: I read in your statement that I might receive my $we agreeded that I would most definitely receive my money back and no cancellations feesI also stated that Sprint couldn't be trusted and you proved my pointThis company doesn't have any core values or loyalty to their customers.
Regards,
*** ***

February 21, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Inquiry ***, *** *** *** Sprint Account xxxxx*** Sprint Case *** To Whom It
May Concern: Sprint is in receipt of the inquiry filed with your office by Mr*** *** ***, and we appreciate the opportunity to address his concerns. Based on the information provided in the inquiry, Mr*** states that his Samsung Note is malfunctioning and the store referred him to the manufacturer. He further advises that Samsung did not repair his phone, and he is now requesting a replacement device be provided by Sprint 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. We contacted Mr*** to address his equipment concerns. At that time, we advised him that because he does not subscribe to TEP, if his experiencing a problem with his device he may visit his local Sprint service and repair center for diagnostic testing. At that time, if it is determined to have a manufacturer’s defect, and is still within the limited one-year manufacturer warranty period, he may send the defective device directly to the manufacturer for repair and/or replacement under the provisions of the manufacturer’s limited one-year warranty. He advises that he has made multiple trips to service and repair centers, as well as sending his phone to Samsung three times, and he is currently without a working phone. Because the manufacturer has not been able to repair or replace Mr***’s phone within the one-year warranty, in an effort to reach an amicable resolution, we partnered with a local store to process an upgrade to another device. We confirmed that Mr*** upgraded his phone on February 16, 2017, and we sent a package to facilitate the return of his Samsung Note We also applied a one-time credit of $to offset the activation fee he paid at the point of sale We regret any inconvenience Mr*** may have experienced trying to resolve his concerns. If he needs further assistance with this matter, I can be contacted 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, Michal MExecutive Services Analyst

August 15, 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 *** ***, submitted on August We appreciate your assistance in bringing our customers’ concerns to our attention According to Ms***’s filing, she stated that she encountered an unfavorable customer service experience while attempting resolve her account concernsMs*** stated that she returned her device to a local Sprint Retail Store locationHowever, her account was closed with an outstanding balance, which was subsequently forwarded to an outside collections agency. Ms*** requested that Sprint review this matter, apply an adjustment to her account to negate the cancellation charges for her returned device, enabling her to pay the remaining account balance and cease collection activity Sprint has reviewed Ms***’s complaintWe confirmed that on June 6, 2017, the iPhone SE device associated with phone line ending in *** was abandon at a local Sprint Retail Store locationThe aforementioned device was returned outside Sprint’s Satisfaction Guarantee return periodIn addition, we confirmed that phone line ending in *** was ported-out to another wireless service provider on June 6, 2017, effectively cancelling her account prior to fulfilling the terms of her Lease Agreement satisfaction date of October 24, As a result, her account was assessed the remaining Lease cancellation and Lease Device Purchase Amount charge totaling $222.43, as indicated on her June 25, 2017, billing statementAccordingly, Ms***’s account remained closed with an outstanding balance of $369.52, which is comprised of partial monthly recurring charges, taxes, monthly lease charges, and late fees as reflected on Ms***’s June 27, through July 27, billing statements Due to nonpayment of the outstanding account balance, Ms***’s account was forwarded to an outside collections agency, Receivables Performance Management on August 4, 2017. As such, Sprint considers the charges and our actions to collect the debt to be valid. Should Ms*** wish to satisfy the outstanding account balance, we urge her to contact the outside collections agency, Receivables Performance Management toll-free at ***We spoke with Ms*** on August 11, 2017, and relayed the aforementioned informationAs resolution, we offered to apply a partial adjustment of $to negate a portion of her final outstanding balance dueMs*** accepted our offer and agreed to contact Receivables Performance Management to remit a final payment of $222.43, and her Sprint account would be removed from collectionsAccordingly, Ms*** was satisfied with Sprint efforts to resolve her account concernsWe appreciate Ms*** taking the time to provide us with the details of her experience with our Retail Store location and our Customer Care group. We are continually striving to improve the quality of service provided to our customers. Please be assured that we value Ms***’s feedback and her concerns will be forwarded to the appropriate managerial staff for further reviewWe regret any inconvenience that Ms*** may have experienced while attempting to resolve the aforementioned concerns. If we can be of further assistance, Ms*** can reach us by calling the Executive & Regulatory Services department toll-free at ###-###-####, ext***. I am available Monday through Friday from 7:a.mto 4:p.m., Eastern Time Sincerely, /s/ Regina SExecutive Services Analyst August 15, 2017 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 *** ***, submitted on August We appreciate your assistance in bringing our customers’ concerns to our attention. According to Ms***’s filing, she stated that she encountered an unfavorable customer service experience while attempting resolve her account concernsMs*** stated that she returned her device to a local Sprint Retail Store locationHowever, her account was closed with an outstanding balance, which was subsequently forwarded to an outside collections agency. Ms*** requested that Sprint review this matter, apply an adjustment to her account to negate the cancellation charges for her returned device, enabling her to pay the remaining account balance and cease collection activity Sprint has reviewed Ms***’s complaintWe confirmed that on June 6, 2017, the iPhone SE device associated with phone line ending in *** was abandon at a local Sprint Retail Store locationThe aforementioned device was returned outside Sprint’s Satisfaction Guarantee return periodIn addition, we confirmed that phone line ending in *** was ported-out to another wireless service provider on June 6, 2017, effectively cancelling her account prior to fulfilling the terms of her Lease Agreement satisfaction date of October 24, As a result, her account was assessed the remaining Lease cancellation and Lease Device Purchase Amount charge totaling $222.43, as indicated on her June 25, 2017, billing statementAccordingly, Ms***’s account remained closed with an outstanding balance of $369.52, which is comprised of partial monthly recurring charges, taxes, monthly lease charges, and late fees as reflected on Ms***’s June 27, through July 27, billing statements Due to nonpayment of the outstanding account balance, Ms***’s account was forwarded to an outside collections agency, Receivables Performance Management on August 4, 2017. As such, Sprint considers the charges and our actions to collect the debt to be valid. Should Ms*** wish to satisfy the outstanding account balance, we urge her to contact the outside collections agency, Receivables Performance Management toll-free at ***We spoke with Ms*** on August 11, 2017, and relayed the aforementioned informationAs resolution, we offered to apply a partial adjustment of $to negate a portion of her final outstanding balance dueMs*** accepted our offer and agreed to contact Receivables Performance Management to remit a final payment of $222.43, and her Sprint account would be removed from collectionsAccordingly, Ms*** was satisfied with Sprint efforts to resolve her account concernsWe appreciate Ms*** taking the time to provide us with the details of her experience with our Retail Store location and our Customer Care group. We are continually striving to improve the quality of service provided to our customers. Please be assured that we value Ms***’s feedback and her concerns will be forwarded to the appropriate managerial staff for further review.We regret any inconvenience that Ms*** may have experienced while attempting to resolve the aforementioned concerns. If we can be of further assistance, Ms*** can reach us by calling the Executive & Regulatory Services department toll-free at ###-###-####, ext***. I am available Monday through Friday from 7:a.mto 4:p.m., Eastern Time. Sincerely, /s/ Regina S.Executive Services Analyst

January 20,
Revdex.com
Ward Parkway, Suite
Kansas City, MO
Re: Revdex.com Case ***, *** ***
Sprint Account xxxxx***
Sprint Case ***
To Whom It May Concern:
Sprint is in receipt of the above-referenced inquiry of Mr***
***We appreciate your assistance in bringing our customers’ concerns to our attention
In the information provided, Mr*** expressed his dissatisfaction with charges assessed to his Sprint account for equipment that he returned to us in conjunction with an authorized device upgrade and described an unfavorable customer experience during his attempts to dispute those chargesHe requested that the noted charges be removed from his account
We regret any misunderstanding that may have occurred regarding the disputed equipment charge referenced in Mr***’s inquiryOur records reflect that Mr*** upgraded devices associated with two of his lines of Sprint service on November 15, 2016, pursuant to the terms of his accepted upgrade optionsOur records further reflect that we forwarded packaging and prepaid labels to his billing address to facilitate the return of his two previous devices to usIn the interim, the unpaid balance of the two canceled leased corresponding to those devices were accelerated and assessed to his account pending our confirmation of their return and condition
Our warehouse team confirmed our receipt of one of Mr***’ two referenced devices on December 7, 2016, but we have no record of having received his second deviceAs such, credits to offset the equipment charges for the returned device were applied to his account on December 8, 2016; however, the disputed remaining charges totaling $remained on his account
During our January 18, 2017, conversation with Mr***, we explained the information outlined aboveMr*** reiterated that the two devices were returned together in the same return kitWith that additional information, we advised that we would research his issue further and follow up with him within the next few days
Unfortunately, our warehouse team remains unable to verify our receipt of Mr***’ second deviceDuring our January 19, 2017, folldiscussion with him, we advised him that, although we were unable to identify any error on the part of Sprint related to the missing device return or the disputed equipment charges, we applied credits totaling $to his account to offset the charges associated with that device as a demonstration of our commitment to excellence and due to his tenure with usFurther, we assured him that we added the Electronic Serial Number (ESN) of that device to a lost/missing file to prevent future activation of the deviceMr*** indicated his satisfaction with our actions
We appreciate Mr***’ taking time to provide details of his experience with our 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 this feedback to improve our customer service training and processes
We regret any inconvenience these matters may have caused but are pleased that we were able to resolve Mr***' reported concerns satisfactorilyIf we can be of further assistance with these issues, Mr*** can contact me directly by calling our Executive & Regulatory Services department toll-free at ###-###-####, extension ***I am available Monday through Friday between a.mand p.m., Central Time
Sincerely,
Russell ** *** **
Executive Services Analyst
RB/lw

September 14, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Complaint ID *** Sprint Account XXXXX***, *** ***
Sprint Case *** To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of Ms*** ***. We appreciate your assistance in bringing our customers’ concerns to our attention. According to Ms***’s inquiry, the service at her residence has been unsatisfactory prompting her to switch wireless providers. Ms*** also claims that she primarily uses service for data use; however, Sprint continually billed her for data overages. As a result of these issues, Ms*** believes that her final account balance with Sprint should be waived We apologize that our service did not meet Ms***’s expectations. Our records indicate that she ported her two lines on August 24, 2016. While we regret losing Ms*** as a customer, we are unable to waive the remaining charges in her lease agreements, which are separate financial agreements for Ms***’s equipment. However, because she returned the two leased devices, in accordance with the terms of her lease agreements, the End of Lease (EOL) purchase amounts ($& $210) were adjusted on September 13, 2016. We have been in communication with Ms*** via email, and we explained that she signed two lease agreements at the original point of sale for her equipment. We also advised that the overage charges she was billed for data are valid charges as usage doesn’t register on Sprint’s networkAs a goodwill gesture, we prorated her final monthly service charges to coincide with her porting date. Although Sprint did not error in this instance, in a final effort to resolve this matter amicably, we offered to waive one of the two accelerated equipment charges. Ms*** accepted our offer and additional credits totaling $were applied to Ms***’s account, leaving her with a final balance due of $343.38, which she agreed to pay no later than October 1, We regret any inconvenience Ms*** may have experienced as a result of this matter. If she needs further assistance with this issue, I can be reached toll-free at ###-###-####, extension ***. I am available Monday through Friday from 7:a.mto 3:p.m., Central Time Sincerely, April *** Executive Services Analyst

December 12, 2016 Revdex.comWard Parkway, Suite 401Kansas City, MO 64114 Re: Revdex.com Case ***, *** *** 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 in Mr***’s inquiry, he advised that he was misinformed regarding the compatibility of the Nexus 5X device on our network. He stated that prior to purchasing the device he contacted our Customer Care department and was advised that the device was supported on our network. After he purchased the device he stated that the retail store was unable to activate the device because it was not supported within our network. As a result, he is requesting that we cover the cost of the Nexus 5X he purchased During our conversation with Mr*** on December 1, 2016, we apologized for any misunderstanding that may have occurred as a result of this issue. Further, he informed us that his issues have been previously resolved. 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 Mr*** needs further assistance with this matter, he can reach me by calling the Executive & Regulatory Services department toll-free at ###-###-####, ext***. I am available Monday, Tuesday, Thursday, and Friday from a.mto p.m., Central Time. Sincerely, Dianah AExecutive Services Associate AnalystDA/tt

August 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 Mr*** ***. We appreciate your assistance in bringing our customers’ concerns to our attention. In the information provided, Mr*** disputed equipment charges assessed to his Sprint account for a leased device that he returned to us during a recent equipment upgrade. He requested that we provide a refund of the overpayment processed as a result of those charges We regret any misunderstanding that may have occurred regarding Mr***’s referenced device charges. Our records reflect that his referenced device upgrade was processed as an early upgrade on May 9, 2017, and that, as a result, equipment lease pay-off charges were assessed to his Sprint account pending the return of his previous device to our possessionBecause his July invoice generated prior to our receipt of his returned device, his disputed charges were included on that invoice During our August 16, 2017, conversation with Mr*** we explained the information noted above. However, we also explained that we confirmed our receipt of his returned device in our warehouse and that credits totaling $were applied to his account at that time to offset the disputed equipment charges in full, as reflected on his August invoiceAdditionally, we confirmed that a refund of $was processed to his bank card on August 8, 2017. We further explained that the second device Mr*** purchased during his noted device upgrade interaction was paid for in full but also reflected on his account with a corresponding device lease due to an inadvertent keying error at the point of sale. As such, we ensured that the corresponding lease agreement was canceled and processed an additional refund of $to his bank card on August 16, We then applied a credit of $to Mr***’s account to offset one month’s service charges as a courtesy due to the delay in addressing his equipment billing concerns, leaving his account with a credit balance of $102.34. Mr*** expressed his satisfaction with our resolution We regret any inconvenience this matter may have caused but are pleased that we were able to resolve Mr***’s reported concerns to his satisfaction. If we can be of further assistance with this matter, he can contact me by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####, extension ***. I am available Monday through Friday from 7:a.mto 3:p.m., Central Time Sincerely, Katherine DExecutive Services Analyst

July 6, Kansas City Revdex.com Ward Parkway Kansas City, MO *** Re: Revdex.com File ***-Rebuttal, *** *** Sprint Account: XXXXX***, *** *** Sprint Case *** To Whom It May Concern: Sprint is in receipt of the above-referenced rebuttal of Ms*** *** filed on behalf of Sprint accountholder Mr*** ***. We appreciate your assistance in bringing our customers’ concerns to our attention and regret the circumstances that led to Ms***’s contacting your agency once again In Ms***’s filing, she expressed her dissatisfaction with our response to her initial filing related to service issues and advised that information provided in that response did not match that included in our voicemail message to her. Ms*** advised that her service-related issues have not yet been fully resolved, and she requested that we provide a refund of $ We regret any difficulty the ***s may have experienced with the use of their Sprint services, as well as any possible misunderstanding that may have occurred related to our response to Ms***’s previous filing. However, as stated in the June 14, response, we forwarded her service concerns to an advanced technical team for review and confirmed that representatives of that team contacted her on June 2, 2017, and advised that we were unable to identify any network-related causes for the issues she described. As a result, our technicians recommended that she take her Sprint devices to one of our service and repair locations for evaluation, as the concerns appeared to be device related Our records reflect that Mr***’s Sprint account was closed on May 31, 2017, due to his porting his four lines of service from our network to another provider on May and 31, 2017. Because he took that action prior to fulfilling the terms of his four equipment financing agreements, we assessed lease and installment billing cancellation and Device Purchase Option charges totaling $to his account, pursuant to the terms of those agreements. Those charges are reflected on his June billing statement. During our July 6, 2017, follconversation with Ms***, we again explained the information outlined above. We also assured her that we have taken considerable time researching her concerns and that, while we regret that she may not agree with our response, we have discussed her concerns with our executive management team and confirmed that our position remains unchanged. We also informed Ms*** that we must respectfully decline her $refund request but that our offer of a $credit toward Mr***’s outstanding account balance remains valid for days from the date of this response Although Ms*** indicated her continued dissatisfaction with our position, we are confident that her concerns have been fully addressed. Consequently, any further inquiries regarding this matter will be met with the same response. We regret any inconvenience this may have caused Mror Ms***. If they would like to provide additional information for our consideration or to accept our offer within the referenced timeframe, Mror Ms*** can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext***. I am available Monday through Friday between 7:a.mand 4:p.m., Eastern Time Sincerely, Catherine *** Executive & Regulatory Services Analyst

February 15, 2018 Revdex.comWard Parkway, Suite 401Kansas City, MO 64114 Re: Revdex.com File ***, *** *** Sprint Account XXXXX6921 Sprint Case 2298646 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 inquiry, Mr*** stated that he contacted Sprint to establish service and activate the devices that he had with his previous wireless service provider. He further stated that he was advised that one of his devices needed to be paid off before the two devices could be activated. Mr*** also stated that he paid off the device and contacted Sprint again; however, he was advised that one of his devices could not be activated because it was locked. Furthermore, Mr*** stated that he had his device unlocked and contacted Sprint again to establish service, but was advised that the device still could not be activated. And last, Mr*** stated that although he requested to escalate his issue and spoke with a member of management, he was given the same aforementioned information and believes that he was misled. As a result, Mr*** requested that we remove his credit inquiry when he was attempting to establish a Sprint account, and that Sprint provide him with compensation for his time and efforts. Sprint is committed to providing world-class customer service and it is our goal to resolve all matters brought to our attention. In the information provided, Ms*** expressed his interest in activating a non-Sprint branded device and information regarding our Bring Your Own Device policy. Sprint offers Bring Your Device (BYOD) options for its customers; however, our BYOD program is specific to eligible devices at this time. Our eligible device lineup and details associated with our BYOD program are located online at http://www.sprint.com/landings/bring-your-own-phone/. Generally, if the non-Sprint device is a CDMA device, voice services may function, although many other features and services may not and system and network updates may become problematic over time with the non-Sprint device. Sprint works carefully with device manufacturers to optimize Sprint devices for the Sprint networks, systems and software choices to ensure the best possible wireless experience. 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 customers to insert another carrier’s SIM card (either domestically or internationally.) Unlocking a device will not necessarily make a device interoperable with another carrier’s networkIn 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 Sprint’s unlocking policy may be found at https://www.sprint.com/legal/unlocking_policy.htmlWe appreciate Mr***’s taking time to provide details of his experience with our products and services, as well as his suggestions related to our Bring Your Own Device policy. We are continually striving to improve the quality of service and products provided to our customers. Please be assured that we value customer feedback and Mr***’s concerns have been forwarded to the appropriate managerial staff to ensure we are delivering solutions that will meet the differing needs of our customers. During our discussion with Mr*** on February 6, 2018, we relayed the information outlined above. Respectfully, we advised him that we are unable to remove his credit inquiry because he provided his information to review his credit in order to establish his account. Moreover, while we regret any inconvenience Mr*** may have experienced as a result of this matter, we must respectfully decline Mr***’s request for compensation. If Mr*** needs further assistance, he can contact me by calling our Executive & Regulatory Services department toll-free at 1-844-282-8211, ext4235. I am available Monday through Friday between 7:a.mand 3:p.m., Central Time Sincerely, Minnie SExecutive Services Analyst

April 4, 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 customers’ concerns to our attention According to the information provided, Ms*** ***, an authorized user on Mr*** ***’s account, stated that they ported out their service due to coverage issues, but have not been able to return the Airave. She stated that she has made multiple attempts for a return package to be mailed out to her. She requested that we send her a return package for the equipment We spoke with Ms*** on March 29, 2017; we updated her mailing address to a physical address. The subscription assigned to the equipment was also cancelled immediately. Subsequently, we processed a return package to her address, to be received in business daysAdditionally, we applied a credit to the account, contingent that the equipment is received in our warehouse with days. She accepted the credit, and confirmed her concerns resolved We regret any inconvenience Ms*** may have experienced while attempting to resolve this matter. If I may be of further assistance, Ms*** can contact me toll-free at ###-###-####. I am available Monday through Friday, between a.mand p.m., Central Time Sincerely, Beatrice RExecutive Services Associate Analyst

June 12,
Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File ***, Sheila F* Sprint Account xxxxx Sprint Case To Whom It May Concern: Sprint is in receipt of the inquiry of MsSheila F*. We appreciate your assistance in bringing our customers’ concern to our attention According to the information received, MsF* states that the two-year Subscriber Agreement for line ending in expired on May 23, 2017. She states that she requested to cancel the line, but was told that the line cannot be cancelled until the end of the billing cycle, June 17, 2017, and that the monthly charges associated with the line will not be prorated. MsF* is requesting an adjustment for the three weeks that she will be charged for the line ending in We attempted to reach MsF* via phone and email on June 5, 6, and 9, 2017, to speak with her regarding her account concerns. Unfortunately, our attempts were unsuccessful and we have not received a response. Sprint is committed to protecting the privacy of our customers. In accordance with that commitment, we take measures to verify that anyone contacting us about an account is authorized to discuss and/or make changes to that account. Specifically, we require that each account has a PIN and that the PIN is verified by the account holder or an individual authorized to have access to the account before we can discuss sensitive account information or make any changes to the account. As such, we must first speak with MsF* and have her provide us with the aforementioned security information before we can discuss the account or assist her with the concerns raised in her complaintWe look forward to speaking with MsF* and encourage her to contact us at her earliest convenience In an effort to address MsF*’s concerns in a timely manner, we have reviewed the account. We confirmed that line ending in is scheduled for cancelation at the end of the current billing cycle. Further, cancelation of service is scheduled on the last day of the billing cycle as monthly service charges are not refunded or prorated if the cancelation occurs before the end of the billing cycle. We regret any inconvenience this matter may have caused. If I can be of further assistance, MsF* can contact the Executive & Regulatory Services department toll-free at ***, ext***. I am available Monday through Friday between 9:a.mand 6:p.m., Central Time Sincerely, Leland (Bud) JExecutive Services Associate Analyst

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

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meIt was explained to me that the company would apply the credit to my account which is now current and showing a balance of -$The District Manager also explained that if the check did come in the mail to go ahead and cash and keep it for the inconvenience of the whole situationI appreciate the response from Sprint regarding my complaint.
Regards,
*** ***