Sprint Corporation

[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,
Annessia ***

March 19, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case ***, *** *** Sprint Account XXXXX5869, *** *** 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*** states that when she ported her line to her husband, *** ***’s, Sprint account, the sales representative indicated she could traher former carrier’s device to receive a gift card from Sprint via the Contract Buy Out (CBO) promotion; however, she has yet to receive the gift card Ms*** also states that she was to receive a free device with a Buy One Get One Free (BOGO) promotion. Additionally, she states her bill was to be approximately $160. Further, Ms*** indicates that she was informed she is paying for a tablet line that she thought was free. Ms*** desires Sprint to issue credit for incorrect billing, reduce the bill to $monthly, provide the transcript of the call, the CBO promotion to be awarded immediately, and credit for her inconvenience We regret any misunderstanding that may have occurred regarding our referenced Contract Buyout promotion. We have reviewed our records and are unable to confirm that Ms*** registered for the promotion. As outlined in the terms of that promotion, which can be reviewed on our website at www.sprint.com/cleanslate, customers participating in that program must qualify by obtaining new Sprint equipment with a Sprint Lease, Sprint Installment Agreement, or by purchasing Sprint equipment at full retail price, porting a new line of service to Sprint from another carrier, and activating the ported line of service on a qualifying rate plan. For qualifying customers, we will provide reimbursement of termination fees or remaining device payoff balances assessed by their previous service providers in the form of prepaid reward cards up to $per eligible line minus the tracredit already provided or new equipment discounts. Eligible lines must be ported from an active wireless line at another carrier and remain active and in good standing on the Sprint network to qualify, and customers must register for the program and submit their final bills from their former carriers reflecting the final balance within days of switching their services to Sprint. Qualifying customers are also required to turn in the equipment associated with each line of eligible service from their previous carrier’s account within days of registration to prevent their Sprint account being charged up to the amount of the reward card received. Additionally, we find that the plan has been corrected and appropriate credits were issued to correct the error in plan set up. Further, the BOGO promotional pricing requires both devices be purchased and activated on the same day and both lease agreements must remain active to receive the BOGO promotional pricing. Any change in these requirements will void the BOGO promotion on the affected lines. The BOGO promotional credit is awarding to line ending in as indicated on the March invoice. Further, after review of the tablet concern, the line ending in was active with a tablet service plan from July 24, 2015, until it was cancelled on February 19, 2018. Though we found no billing error, we have issued credits totaling $60, the equivalent to months of service, as a courtesy Lastly, Sprint does not provide transcripts of call recordings as it is proprietary informationHowever, we issued a courtesy $credit for any inconveniences Ms*** may have experienced. We spoke with Ms***, an authorized user, on March 17, 2018, and advised of the above. Ms*** understands that her bill estimate is approximately $before any applicable discounts or promotions such as the BOGO applicable on the line. Ms*** indicated her concerns reported to the Revdex.com are resolved We regret any frustration this matter may have caused. If Ms*** requires additional assistance, I can be reached at the Executive & Regulatory Services department at our toll-free number, 1-844-282-8211, extension ***. I am available Monday, Tuesday, and Thursday through Saturday, between 7:a.mand 3:p.mCentral Time Sincerely, Travis M Executive Services Analyst

I would like to cancel my complaint. Sprint did handle my complaint and added $credit to my account. Thank you, *** ***

February 23, 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 Ms*** ***, and we appreciate the opportunity to address her concerns. Based on the information provided in the inquiry, Ms*** states that when she signed up for service, the retail employee offered her a “Buy One Get One” (BOGO) offer on two Samsung phones, as well as a monthly service rate of $130.25. Therefore, Ms*** is requesting that we review these matters, correct the monthly service charges, and honor the BOGO offer She further advises that she paid off one of the Samsung phones in October 2016, but her account reflects a charge for this device each month, and that her iPhone SE device charge is no longer appearing on her invoices. After a review of our records, we determined that the BOGO offer was split between two separate Sprint accounts; therefore, the BOGO credit was not awarding because both phones are required to be on the same account. Further, during the process of trying to correct the equipment charges, the Installment Billing Agreement (IBA) was canceled for the iPhone SE in error. Additionally, we confirmed that a $payment was remitted on October 7, 2016, but was not applied to one the Samsung phones. As a result, her invoice reflected IBA charges in error. To resolve Ms***’s billing concerns, we moved the $payment to the correct Samsung phone, which satisfies the IBA for this device. Also, we advised Ms*** that because the IBA for the iPhone SE is associated with a canceled phone number, we cannot resume it for the amount owed for the device. Ms*** offered to pay off the remaining balance of $today. Accordingly, we processed her payment and this will satisfy the equipment balance for the iPhone SEGoing forward, Ms***’s invoices will reflect one $monthly charge per the IBA for the tablet, and monthly charges totaling $before applicable surcharges and taxes. To address the matter regarding the overcharging of one phone line, we corrected the calling plan on phone ***, and applied credits totaling $Ms*** is satisfied with this resolution and considers these matters closed We regret any inconvenience Mr*** may have experienced trying to resolve her concerns. If she 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

September 12, 2017 Revdex.comWard Parkway, Suite 401Kansas City, MO 64114 Re: Revdex.com Rebuttal Inquiry ***, *** *** Sprint Account xxxxx***Sprint Case *** To Whom It May Concern: Sprint is in receipt of the above-noted rebuttal of Mr*** ***. We appreciate your assistance in bringing our customers’ concerns to our attention and regret the circumstances that led to Mr***’s contacting your agency once again. In his rebuttal, Mr*** advised that he has not yet received a copy of his final Sprint invoice reflecting a zero balance due. He requested that we mail a copy of that invoice to him We regret any misunderstanding or delay that may have occurred related to providing Mr*** with a copy of his requested Sprint invoice. Our records reflect that Mr*** contacted our Customer Care department on June 29, 2017, to cancel his services and that his account was set to expire on the last day of his then-current billing cycle, July 22, 2017. Although he elected not to utilize the service following his cancellation request, those services were available to him, and the full monthly service charge is valid. Our records further reflect that his July invoice was sent to him via his chosen delivery method on or about July 30, 2017, reflecting a final balance due of $325.51. Although we are unable to identify any billing error associated with Mr***’s Sprint account, we confirmed that he did not use his services after his service cancellation request, and we applied credits totaling $to his account on August and 18, to offset his balance due in full. As a result, his account is now in closed status with a zero balance. Mr*** should have received a final invoice reflecting that information soon after August 22, 2017. We received correspondence from Mr*** that his bill reprint request was previously addressed and that he was awaiting receipt of his August invoice confirming the zero balance referenced above. However, to ensure that Mr*** receives that bill as requested, we mailed a copy of the invoice to him directly at his billing address on file. We regret any inconvenience this matter may have caused Mr*** and the loss of his business. If we can be of further assistance related to this concern, he 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 J***Executive Analyst

June 19, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case *** - *** M***--*** Sprint Account xxxxx***
Sprint Case *** To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of Ms*** M***-***. We appreciate your assistance in bringing our customer’s concern to our attention In the information provided, Ms***-*** expressed her dissatisfaction with the lack of information provided to her when she signed up for Sprint service online. Ms***-*** stated that when she accepted service with Sprint, she was notified that her monthly recurring charges including all fees and surcharges would be $78; however, she is being billing $monthly. Ms***-*** noted that she was not advised of a $Subsidized Phone Charge (SPC) per month, and has been unsatisfied with the options provided by Sprint to have the charge waivedShe requested that the original promotional offer be honored 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. 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 Although we deem the noted SPC charge to be valid per the terms of Ms***-***’s service plan, we extended an offer to Ms***-*** to purchase a device of lesser value on an Installment or Lease Agreement to have the charge waived. On May 25, 2017, we performed a tier override to qualify her Sprint account for early upgrade to a new device under Sprint’s installment billing option. We also applied an adjustment of $to Ms***-***’s Sprint account to offset a portion of the cost of her new device A member of our escalations team contacted Ms***-*** on June 1, 2017, to discuss her remaining concerns in detail and we outlined the information provided above. We also advised her that when purchases are processed online, customer consent/acceptance of the referenced charge is required to proceed with the purchase. We also advised that pursuant to the purchase terms of her device, we are unable to waive of provide additional credits for the advertised SPC We regret any possible misunderstanding that may have occurred regarding Ms***-***’s referenced concern. We regret any inconvenience this matter may have caused Ms***-***. If we can be of further assistance related to this issue, 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, Twana *** 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 meThank you for your help in resolving this matter
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,
*** ***

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because: Below is the email I sent to Sprint days ago. I have not received a response from Ms*** of Sprint
Regards,
*** ***
Dear Ms*** C:
Thank you for reversing my upgrade eligibility. However, Sprint won't
let me avail of a new phone unless I purchase it because my contract
states that I already have the phone I purchased via web order. I never
got the new phone because the associates at the store where I ordered
it did not know how to deal with web ordersI could not go to any other
store because that store is holding my phone. This is the problem why I
contacted Revdex.com to intervene. Please find the details of my contract
below:
Your lease agreement ID: WEB-L-
Lease device: - IPH 6S PLUS SILV 16GB KIT
Your 18-month lease started on 01/28/and will end on 07/27/
You made a capital cost reduction (downpayment) of $on 01/28/when the agreement began
Your monthly lease payment amount is $This
amount does not include any charge other than your device lease payment
(i.e., does not include charges or adjustments such as service charges,
service credits, discounts, promotions, taxes)You have monthly lease payments remaining
Your monthly payment during the extended lease period is $
The extended lease period begins upon completion of your initial lease
termThis amount does not include any charge other than your device
extended lease period payment (i.e., does not include charges or
adjustments such as service charges, service credits, discounts,
promotions, taxes)
Interested in owning your leased handset?
You have an option to purchase your device outright for $
for your purchase price optionThis price does not include any
applicable fees, taxes, service credit/adjustments or unpaid lease
paymentsIf you have been billed for a lease payment and have not yet
paid it, please add that back to the amount due for early lease
termination
Reminder: This is a leaseSprint maintains
ownership of the device throughout the leasing periodAt the end of the
lease, you can pay the extended lease monthly payment, purchase the
device or return itIf you terminate your lease early, the remaining
lease payments will be due immediately, and you will be required to
return the device or pay the purchase option device price in lease
Visit My Documents for your contracts
Need help?
We want to make your Sprint experience the best it can beLet's get started
Ready to upgrade? Check out our extensive lineup of smartphones and feature phones.What happens after your lease agreement expires? Learn about your options hereThe Sprint NetworkLearn about network upgrades in your neighborhoodQuestions? Our customer service team is standing by to answer questions via chat or phoneContact us

August 4, 2016 Kansas City
Revdex.com Ward Parkway 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 complaint of *** *** submitted on July 22, 2016. We appreciate your assistance in bringing our customer’s concerns to our attention According to the information provided, Ms*** expressed her dissatisfaction with the balance of $reflected on her July 1, invoice, after she returned her device to Sprint and requested to cancel serviceMs*** stated that she contacted Sprint to report her device lost/stolen on phone line ending in ***. Thereafter, she purchased an iPhone device associated with phone line ending in ***According to Ms***, she believes that her monthly service costs are more than the recurring rate plan that she was quoted, after she upgraded the above phone line. Furthermore, Ms*** expressed her dissatisfaction with the level of customer service she received from our Customer Care Group while attempting to resolve this matter. As a result, Ms*** requested that Sprint review this matter and cancel her account; thereby, leaving her responsible for the $Early Termination Fee Sprint has reviewed Ms***’s complaintAccording to our records on, May 26, 2016, Ms*** contacted Sprint to report the device on phone line ending in *** lost/stolen. As such, Sprint suspended the service on the above phone line. Additionally, on May 31, 2016, phone line ending in *** was activated and Ms*** purchased an iPhone SE device at discounted pricing in exchange for a two year Service Agreement, which was placed on a separate rate plan. Furthermore, Ms*** contacted Sprint on June 3, 2016, and requested to return the device. Since Ms*** was within Sprint’s 30-day Satisfaction Guarantee promotional period Sprint mailed her return kit to the address on file Further, our records show that phone line ending in *** was scheduled for cancellation on June 27, 2016, the end of her billing cyclePlease be advised our records do not reflect a cancellation request for phone line ending in ***. Therefore, Ms*** contacted Sprint on July 4, 2016, to advise that she returned the iPhone SE device to our Returns warehouse and she was assessed additional monthly recurring charges on phone line ending in ***As a result, Ms*** disputed the charges reflected on the July 1, invoice, which reflects a total balance due of $336.04. This balance represents a past due balance of $100, monthly recurring charges, prorated charges, Activation Fee, shipping fee and related taxes and feesBased on our review, we are unable to identify any billing errors Upon further review of the account, our records indicate that the aforementioned device for phone line ending in *** was returned to Sprint’s Returns warehouse on July 12, Subsequently, Ms***’s account was scheduled for cancellation on July 27, 2016, the end of her billing cycle; with the waiver of the Early Termination Fee In order to ensure a satisfactory and mutually acceptable resolution, we contacted Ms*** on July 29, 2016, and discussed her concerns in detail. During that conversation, we confirmed that the account was cancelledTo provide closure for this matter, Sprint agreed to apply an adjustment of $to offset the aforementioned charges as reflected on the June and July billing statements, leaving the account closed with a zero balanceMs*** expressed her satisfaction with this resolution and advised that she has no additional concerns at this time We apologize for any inconvenience Ms*** may have experienced while attempting to resolve this matterWe appreciate Ms*** taking the time to provide us with the details of her experience with our Customer Care group. We are continually seeking ways to improve the quality of service provided to our customers. Please note that feedback such as Ms*** is invaluable as it allows us to evaluate our performance from the most important perspective, that of our customer. Please know her comments have been referred to the appropriate management team for review to implement changes where necessary If we can be of further assistance with this issue, Ms*** can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext***. I am available Monday through Friday between 7:a.mand 4:p.m., Eastern Time Sincerely, /s/ Catherine *** Catherine *** Executive & Regulatory 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 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,
*** ***

April 12, 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 Sprint account. We appreciate your assistance in bringing our customer’s concern to our attention. In his inquiry, Mr*** expressed his dissatisfaction with not receiving his $Switch to Sprint Buyout promotional Visa card as he was advised. He also expressed his dissatisfaction that he has not been able to get this matter resolved for four months and his balance with his previous provider has been reported on his credit. Therefore, he is requesting that Sprint honor the promotion that was offered to him with interest. We spoke with Mr*** and resolved his concerns to his satisfaction. We advised him that we regret any inconvenience that he may have experienced with regard to processing his reward for switching to Sprint. Upon our review, we were unable to locate a registration for Mr***’s line of service ending ***. Therefore, we asked him to provide a copy of his invoice reflecting the charge incurred. With the invoice copy that he provided, we confirmed that his Switch to Sprint reward card for his line of service ending *** was approved in the amount of $521. As a result, his reward card will be mailed to his address on file for him to receive prior to April 28, 2017. In accordance with the Terms and Conditions of our rebate promotion available at www.sprint.com/jointoday, Sprint will provide rebate reimbursement cards to the customer upon verification that all requirements are met for the exact amount of the Early Termination Fee or equipment buyout costs minus taxes or any charges for service. Subsequently, customers are responsible for payment to the previous provider. Therefore, we must respectfully, decline Mr***’s request that for Sprint to provide interest on his reward amount. We regret any inconvenience that this matter may have caused. If I may be of further assistance with these matters, Mr*** 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

July 12, 2016 Revdex.comWard Parkway, Suite 401Kansas City, MO 64114 Re: Revdex.com Case ***, *** *** Sprint Prepaid Inquiry Sprint Case *** To Whom It May
Concern: Sprint is in receipt of the above-referenced inquiry of Mr*** *** regarding our Sprint Prepaid product. We appreciate your assistance in bringing our customers’ concerns to our attentionIn the information provided, Mr*** indicated that he purchased a certified Sprint Prepaid preowned iPhone 5s on June 4, 2016, that he could not be activate due to the serial number blacklisted which meant it was lost or stolen. He waited for a replacement phone along with a prepaid return label; however, when he followwith Sprint he was advised that no replacement phone and no prepaid label would be issued to him. He would have to return the phone back to Sprint at his expense. He requested a full refund of his purchase and to send him a brand new replacement phoneOn behalf of Sprint, I apologize for any inconvenience this matter may have caused Mr***. During our conversation with Mr*** on June 29, 2016, we agreed to send him a return label to return the iPhone 5s. In addition, as a resolution, we offered to send him a Virgin Mobile USA (VMU) iPhone 16GB at no cost to him. Therefore, he will no longer be active with our Sprint Prepaid services and will now be active on our VMU services. Mr*** accepted our offer and agreed to ship back the Sprint Prepaid iPhone 5s and provide us with the tracking number. Upon obtaining the tracking number, we will process the new equipment order. In a recent folle-mail from Mr*** on July 5, 2016, he provided us the tracking number for the return of his Sprint Prepaid iPhone 5s. As a result, we processed a new equipment order for a VMU iPhone 6. On July 12, 2016, Mr*** provided a folle-mail that he received his iPhone and that he will be activating his VMU device online in the month of August 2016. We are pleased to inform you that this matter has been resolved to his satisfaction. If Mr*** has any questions regarding this concern or if he requires assistance with the activation of his device, he can contact me by calling Sprint Executive & Regulatory Services department toll-free at ###-###-####, ext***. I am available Monday through Friday from 9:a.mto 5:p.m., Central Time. Sincerely, Donnetha C.Executive Service Analyst

November 4, 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 inquiry, she advises that she has been contacting our Customer Care department for over a week in order to exchange the Samsung Note that was recently recalled. She advises that due to her work schedule, she is not able to take the phone to a retail store. Therefore, she is requesting that we mail her a replacement phone, a return package for the Note 7, and waive the activation and shipping fees In an effort to accommodate Ms***’s work schedule, and expediently exchange her current phone, we placed an order for a Samsung Galaxy S7, and a return package was sent to her for the Samsung Note and accessories on November 3, 2016. Once we receive the equipment, we will credit the monthly payments for the Note and the accessories back to Ms***’s account. Further, we are not assessing activation and shipping fees. Additionally, she will also receive credits totaling $for switching to another Samsung phoneThese credits will be reflected on her account within to bill cycles. We appreciate Ms***’s patience while we worked to resolve her concerns. If she needs further assistance, she can contact the Executive & Regulatory Services department toll-free at ###-###-####, extension ***. I am available Monday, Tuesday, Thursday, and Friday from 7:a.mto p.m., Central Time. Sincerely, Michal MExecutive 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 agree that the issue has been resolvedAfter numerous conversations, a full explanation of the tax calculation was provided on 8/
Regards,
*** ***

January 3, Revdex.com Ward Parkway Kansas City, MO Re: Revdex.com Case # ***, *** *** Sprint Account # XXXXXSprint Case # *** To Whom It May Concern: Sprint is in receipt of the above-referenced
complaint of *** *** submitted on December 19, 2017. We appreciate your assistance in bringing our customer’s concern to our attention According to the information provided, Ms*** expresses her concern with her Sprint account being forwarded to an outside collections agency, after she terminated service with us. Ms*** requested that Sprint review this matter, adjust the erroneous charges and remove this inquiry from the credit bureaus Sprint has reviewed Ms***’s complaint. Our records indicate that Ms*** established a Sprint account on July 16, 2016, with two lines of service corresponding with phone numbers ending in and At that time, she activated two devices via Sprint’s Leasing and Monthly Installment Billing programs. Please note effective September 19, 2014, Sprint launched the Sprint Lease program, an option that gives qualified new and existing customers the flexibility to lease select Smartphones and Tablets for a lower monthly cost versus purchasing the deviceLease payment varies by device and a down payment may be required and varies by customer and device. With a lease option, Sprint owns the deviceAt the end of a lease term, customers can purchase the device and own it outright, return it to us, or return it to us and upgrade to the latest deviceFor further information regarding Sprint Leasing please visit www.sprint.com/lease Sprint 24-Month Installments is a device installment agreement that gives new and existing customers an affordable option to activate/upgrade to a Smartphone, feature phone or tablet device. Customers simply purchase an eligible device with no or a variable down payment, depending on device, and agree to monthly installment payments for each financed device. There are no service discounts for devices purchased through Sprint 24-Month Installments and at the time of purchase the customer will be required to pay all applicable sales tax against the Suggested Retail Price (SRP) as well as any applicable down payment for any device being purchasedFor additional information and eligibility requirements customers can visit www.sprint.com/easypay In addition, she purchased a Mobile Hotspot device at discount pricing in exchange for a two-year Service Agreement in association with phone number ending in Furthermore, our records further indicate that Ms*** ported-out phone numbers ending in and to another wireless service provider on October 23, 2016, prior to fulfilling the terms of her respective Lease and Installment Billing AgreementsAccordingly, her account was assessed Lease cancellation/Lease Device Purchase Amount charges and accelerated Installment Billing cancellation charge totaling $1,as indicated on her November billing statement. Please note her account remained active with the Mobile Hotspot device associated with phone number ending in 3540. We confirmed that Ms***’s account was cancelled on January 31, 2017, due to nonpayment of the outstanding account balance, leaving her account closed with a balance due of $2,as indicated on her December billing statementThis balance represents unpaid monthly recurring charges, late payment fees, accelerated equipment cancellation charges, Early Termination Fee and applicable taxes as reflected on her November through February billing statements. Due to nonpayment of the aforementioned account balance, Ms***’s account was forwarded to an outside collections agency, AFNI on November 26, 2017. Based on our account review, we are unable to identify any billing errors on Sprint’s part. Accordingly, Sprint considers the aforementioned charges and our actions to collect the debt to be valid We spoke with Ms*** on January 3, 2018, regarding her concerns. At that time, Ms*** declined to further discuss this matter with Sprint and requested that we respond to her complaint in writing. In an effort to ensure a satisfactory and mutually acceptable resolution, we must speak with Ms*** directlyWe look forward to speaking with Ms*** and encourage her to contact us regarding any concerns she may continue to have with her accountMs*** should have her PIN and security information available when she contacts the undersigned directly We regret any inconvenience Ms*** may have experienced regarding this matterIf Ms*** has any further questions, we can be reached by calling the Executive and Regulatory Services Department at 1-844-282-ext***, Monday through Friday, between a.mand p.m., Central Time. Sincerely, /s/ Terrance *** Terrance *** Executive & Regulatory Services

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

October 20, To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of *** *** ***. This complaint was submitted to Sprint on October 10, 2016. We appreciate your assistance in bringing our customer’s concerns to our attention
Mr***’s filing expressed his dissatisfaction with the Lease Cancellation and the Lease Device Non-Return Fee reflected on his October billing statement. According to Mr***, the Lease Cancellation and Lease Device Non-Return Fee are not validMr*** requested that Sprint review this matter and adjust his account accordingly Sprint has reviewed Mr***’s complaint. We spoke with Mr*** in October 2016. During our conversations, Mr*** stated that in September 2016, he ordered two iPhone Plus devices at his local Sprint Retail store location However, when the devices arrived at the Sprint Retail store location, he cancelled the order and did not take possession of the devices Please note that once the customer’s new device is shipped and/or issued to the customer, the account is charged the Lease Cancellation and Lease Device Non-Returned charges for the current device. Though the Lease Cancellation and Lease Device Non-Returned charges are charged to the account upon shipment of the new device, the charges will not become due until the customer’s next bill cycle due date. We further note that the Lease Cancellation charge is waived upon activation of the new device and once Sprint receives the current device at the warehouse, the Lease Device Non-Returned charges will be waived As Mr*** did not take possession of either of the new devices, once the new devices are received at the warehouse for return, the Lease Cancellation and Lease Device Non-Return Fee charges will be adjusted off of the account. Mr*** is aware that it may take up to two bill cycles for the returned equipment to be processed. He expressed his satisfaction with the resolution in this matterWe apologize for any inconvenience this matter may have caused Mr*** If Mr*** would like to further discuss this matter, Mr*** can contact me by calling the Executive & Regulatory Services department toll free at ###-###-####, extension ***. I am available Monday through Friday, from 8:a.mto 4:p.m., Eastern Time Sincerely, /s/ *** * *** *Executive & Regulatory Service

July 8, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case ***, *** *** *** Sprint Case
*** To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of Ms*** *** ***. We appreciate your assistance in bringing our customers’ concerns to our attention In Ms***’s inquiry, she stated that she ordered a device and was not happy with the service and attempted to cancel within the 14-day satisfaction guarantee period. Ms*** noted that she never received a return kit for the device to mail it back to Sprint; however, she states the store refused to take back the device after she was directed there stating the timeframe for return had passedMs*** requested that she be allowed to return the device and all fees be removed We contacted Ms*** on June 28, and she had already received a return kit to mail back the device. We gave our direct contact information if she should experience additional issues regarding this matter. Ms*** noted that she would be placing the device in the mail soon to avoid any non-return fees We appreciate Ms***’s taking time to provide details of her experience with our Customer Care department and retail representatives. We are continually striving to improve the quality of service provided to our customers. Please be assured that we value customer feedback and that her concerns have been forwarded to the appropriate managerial staff for further review We regret any inconvenience Ms*** may have experienced while attempting to address her concerns. If we may be of further assistance with this matter, she 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 T. Executive Services Analyst

April 19, 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 complaint, she states that she was advised that her bill would be close to $monthly, but states that it is around $She states that it was not initially disclosed to her that she was quoted Monthly Recurring Charges (MRC) before taxes, surcharges and feesMs*** is requesting to be released from her equipment agreements We attempted to reach Ms*** via phone and e-mail on March and 31, 2017, asking her to contact our office to discuss her concerns. Additionally, we mailed a letter to her address on file on April 18, 2017, advising her of our receipt of her complaint and our desire to speak with her to address her concerns Sprint is committed to protecting the privacy of our customers. In accordance with that commitment, we take measures to verify that callers are authorized to discuss and/or make changes to an account. Specifically, we require that each account has a PIN and that the PIN is verified by the account holder or an individual authorized to have access to the account before we can discuss sensitive account information or make any changes to the account. If the PIN cannot be provided, other specific identifiers may be required to discuss the account information or to implement the changes being requested. Therefore, Ms*** can contact us at the number provided below at her earliest convenience to complete the authentication of her account so that we can address her concerns. We regret any frustration this matter may have caused. If I may be of further assistance regarding this matter, I can be reached by calling our Executive & Regulatory Services department toll-free at ###-###-####, extension ***. I am available Tuesday through Saturday from 7:a.mto 3:p.m., Central Time Sincerely, Cher’ Lee Executive Analyst LP