Sprint Corporation

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

December 22, 2016 Revdex.comWard Parkway, Suite 401Kansas City, MO 64114 Re: Revdex.com File ***, *** *** Sprint Account xxxxx***, *** and *** *** 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. According to the information provided, Ms*** advised that an unauthorized account was established in her company’s name. As a result, she is disputing the charges on the account. During our conversation with Ms***, we apologized for any inconvenience she may have experienced as result of this issue. Further, we advised her that an account was established with her company’s personal identifiers and equipment was sent to her. We confirmed that she returned the equipment and did not use the service. As a result, we applied credits totaling $to offset the balance on the accountAs a result, the account is closed and reflects a zero balance We appreciate Ms***’s taking the time to provide us with the details of her concerns. Please be assured that we value her feedback and that her concerns have been forwarded to the appropriate managerial staff for further review. We are continually seeking ways to improve the quality of service provided to our customers If I may be of further assistance with this matter, please contact me by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####. I am available Monday, Tuesday, Thursday, and Friday from a.mto p.m., Central Time. Sincerely, Tobias T.Executive Services Analyst

May 18, Kansas City Revdex.com Ward Parkway Kansas City, MO ***
Re: Revdex.com File #***, *** *** on behalf of *** *** Sprint Account: XXXXX*** Sprint Case # *** To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of *** *** on behalf of *** *** submitted on April 28, 2017. We appreciate your assistance in bringing our customer’s concerns to our attention Ms***’ filing expressed her dissatisfaction with a payment arrangement in the amount of $being enforced on their account on May 11, 2017, without their knowledge. As a result, the services were scheduled for interruption on May 12, 2017. Furthermore, Ms*** stated that she upgraded the device associated with phone line ending in *** and mailed the old device to Sprint’s Returns warehouse; however, the account was assessed Lease Device Purchase Amount chargeLastly, Ms*** stated that she had an unfavorable customer service experience while attempting to resolve this matter. Ms*** requested that Sprint review these matters and adjust her account accordingly Sprint has reviewed Ms***’ complaintWe spoke with Ms*** on May 2, 2017, to further discuss her concerns. During that conversation, we advised her that we would investigate her concerns and follwith her accordingly Our records indicate that phone lines ending in *** and *** were upgraded on March 17, 2017, by purchasing devices via Sprint’s Monthly Installment Billing programSprint 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 Further research on the account shows that the account did not incur a Lease Device Purchase Amount charge for phone line ending in ***However, the Lease Device Purchase Amount charge indicated on the March billing statement is affiliated with the device associated with phone line ending in ***As a result, no credits are warranted for this matter In regards to the payment arrangement in question, our records indicate that Ms*** contacted our Customer Care group with concerns regarding her outstanding account balanceDuring that call, a payments arrangement was approved for the amount of $347.86, which was scheduled for processing on May 11, Based upon our review, we were unable to identify any billing errors To provide closure for this matter, on May 12, 2017, we have agreed to adjust the Lease Device Purchase Amount charge indicated on the March billing statement. This credit will appear on the May billing statementPlease note that no additional credits or adjustments are due for this matter Since our initial conversation with Ms***, we have attempted to contact her via phone and email on May 16, 2017, to relay the aforementioned information to her. Unfortunately, we were unable to reach her directly. Should Ms*** have any questions and/or concerns pertaining to the information and resolution discussed herein, we encourage her to contact the undersigned directly at the phone number noted below at her earliest convenience We appreciate Ms*** taking time to provide details of her experience with 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***’ feedback and that her concerns will be forwarded to the appropriate managerial staff for further review 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

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

October 3,
Kansas City Revdex.com
Ward Parkway
Kansas City, MO
Re: Revdex.com File ***, Stephanie ***
Sprint Account XXXXX***
Sprint Case ***
To Whom It May Concern:
Sprint is in receipt of the above-referenced inquiry of
MsStephanie ***We appreciate your assistance in bringing our customers’ concerns to our attention
In her inquiry, Ms*** expressed her dissatisfaction with our not honoring the terms of promotional equipment pricing for one of her recently upgraded devicesMs*** requested that we provide those promotional credits
We regret any misunderstanding that may have occurred related to Ms***’s equipment billingOur records reflect that the Ms*** upgraded the equipment for one of her lines of service on June 5, 2017, with our 50% Off Samsung Galaxy SpromotionHowever, we identified that an inadvertent keying error occurred when the noted promotion was moved from one of Ms***’s lines of service to another causing the monthly credit to not award properly
Our records further reflect that Ms*** previously brought her dispute to the attention of a specialized escalations team on September 15, 2017, and that, at that time, we applied service credits totaling $to her account to offset an amount equivalent to the value of her requested promotionAlthough our attempts to contact Ms*** via telephone and e-mail on September and October 2, 2017, to discuss her reported concerns were unsuccessful, we received an e-mail response from her on October 2, 2017, confirming her satisfaction with our resolution
We regret any inconvenience this issue may have caused Ms***If we can be of further assistance with this concern, she can contact me by calling our 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,
Leland *** *
Executive Services Analyst

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 complaint of *** ***
submitted on October 6, We appreciate your assistance in bringing our customer’s concern to our attention
According to the information provided, Mr*** expressed his dissatisfaction with the level of customer service he received from Sprint while attempting to resolve his billing concernsMr*** stated that he activated services with Sprint and elected to return the devices to the Sprint Retail store location; and cancel service within our 30-day Satisfaction Guarantee returned periodMr*** further stated that he was informed that he would receive a refund within 3-business days; however, Mr*** have not received his refundMr*** requested that Sprint review this matter, and provide him with a refund
Sprint has reviewed Mr***’s complaintAfter review of our records, on September 15, 2016, Mr*** ported-out phone numbers ending in *** *** ***, and *** to another wireless service provider within our 30-day Satisfaction Guarantee return periodAdditionally, on September 16, 2016, Mr*** contacted Sprint and requested the cancellation of the aforementioned phone numbersWe regret the circumstances that led to Mr***’s decision to terminate his services with Sprint, as well as any misunderstanding that may have occurred related to our noted equipment return policy
Please note for a limited time, on any new line of service activated on or after March 25, 2016, Sprint is offering a Day Satisfaction Guarantee on returnsCustomers can utilize Sprint service without being liable for service and device chargesThe Sprint 30-Day Satisfaction Guarantee promotional period covers reimbursement for device purchase (price or down payment), Activation Fees, eligible monthly and one-time charges incurred, and all eligible associated taxes and fees, when the device is returnedFurthermore, restocking fees are not applicableThis policy may not reflect the additional return policies of our authorized third-party dealers or retailers
We spoke with Mr*** on October 13, 2016, to discuss his concern in detail and relayed the aforementioned information to himDuring our conversation, we confirmed that all the charges related to Mr*** establishing services with Sprint were adjustedWe also informed Mr*** that the remaining amount of $is to be refunded to his payment method utilized upon establishing services with SprintMr*** confirmed he was satisfied with the resolution providedSprint regrets any inconvenience this matter may have caused Mr***
If we can be of further assistance, Mr*** can contact me directly by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####I am available Monday through Friday between 8:a.mand 4:p.m., Central Time
Sincerely,
David H
Executive Services Analyst

April 24, Revdex.com Serving Greater Kansas City Ward Parkway Kansas City, MO Re: Revdex.com File # ***, ***
*** *** Sprint Account # XXXXXX*** Sprint Case # *** To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of *** *** *** submitted on March 31, 2017. We appreciate your assistance in bringing our customer’s concerns to our attention Ms*** *** ***’s filing expressed her dissatisfaction with the cost of the monthly Installment Billing charges associated with phone numbers ending in *** and ***. According to Ms***, in August 2016, she added the devices to the account after being advised that they would lower the monthly cost of her Sprint account. Ms*** requested that Sprint review this matter, accept her return of the devices in exchange for the waiver of all charges associated with each of the two devices since activation Please note that Sprint is committed to providing world-class customer service, and we stand behind our commitment with a 30-day Sprint Satisfaction Guarantee return policy. For a limited time, on any new line of service activated on or after March 25, 2016, Sprint is offering a Day Satisfaction Guarantee on returns. Customers can utilize Sprint service without being liable for service and device charges. The Sprint 30-Day Satisfaction Guarantee promotional period covers reimbursement for device purchase, Activation Fees, eligible monthly and one-time charges incurred, and all eligible associated taxes and fees, when the device is returned to the original point of sale in good, working condition. Furthermore, restocking fees are not applicable. Customers are responsible for any out-of-plan usage, such as but not limited to downloads, overage, international charges, and any related taxes and surcharges. For additional information, please visit our website, www.sprint.com/returns We spoke with Ms*** during April 2017. Based on our records and our conversation with Ms***, during a Sprint promotional BOGO offer, Ms*** agreed to activate the above-referenced phone numbers with new “back up” equipment. Therefore, Ms*** is outside of Sprint’s 30-day Sprint Satisfaction Guarantee return policy and the equipment purchase and activation is valid. As a result, Sprint respectfully denies Ms***’s request that we apply a retro credit to her account to offset all charges associated with the two lines of service. However, in an effort to resolve this matter, Sprint has agreed to provide Ms*** with a return kit, enabling her to return the equipment, in exchange for waiver of the Accelerated Installment Billing charges, covering the remaining balance of the equipment charges. However, Ms*** have not confirmed acceptance of our proposed offer and agreed to follwith the undersigned directly to confirm acceptance of our proposed offer at earliest convenience. Please be advised that this offer is available for days from the date of this response We regret any inconvenience this matter may have caused Ms***. If Ms*** would like to further discuss this matter, she can contact me by calling the Executive & Regulatory Services department toll free at ###-###-####, extension ***. I am available Monday through Friday, from a.mto 4:p.m., Eastern Time Sincerely, /s/ Taheera L Taheera LExecutive & Regulatory Service

[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 11448131, 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 me.
Regards,
*** ***

September 25, 2017 Revdex.comWard Parkway, Suite 401Kansas City, MO 64114 Re: Revdex.com File ***, *** *** 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 unspecified service issues and described unfavorable customer experiences during his attempts to address those concernsHe requested that we apply credits to his account to offset his current balance due in full and replace his device. We regret any possible misunderstanding that may have occurred related to Mr***’s Sprint services or account. During our September 22, 2017, conversation with him, Mr*** clarified his dispute by advising that he recently accepted an arrangement to satisfy his past-due account balance and to maintain active service but that he subsequently learned that the arrangement was noted in our systems as a Promise-to-Pay. Mr*** disputed service interruptions related to non-payment of his past-due balance and advised that he made no such promise and would not make the associated payment. We assured Mr*** that we have been unable to identify any error on the part of Sprint related to his past-due account balance or corresponding service suspensions, as his past-due account balance remains unpaid. Mr*** reiterated his request that we provide account credit due to the manner in which his dispute has been addressed by our representatives. We informed him that no credit is warranted and that, based on the status of his account as a result of his past-due balance, his account has been assigned to a specialized finance team. To further address his concerns related to his account balance, we forwarded his information to that team for additional review and follow up We appreciate Mr***’s taking time to provide details of his experience with our Customer Care and Consumer Finance representatives. We are continually striving to improve the quality of service provided to our customers. Please be assured that we value such feedback and that these concerns have been forwarded to the appropriate managerial teams for additional review. We regret any inconvenience these matters may have caused Mr***. If we can be of further assistance with these concerns prior to the above-noted follfrom our Consumer Finance team, Mr*** can contact me directly by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext***, and referencing case ***. I am available from 7:a.mto 3:p.m., Central Time, Monday through Friday. Sincerely, *** *.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 meI would like to Suggest that the sprint corporation follow up with the sprint store I purchased the phones from at Hamilton Pl Blvd, Chattanooga, TN store worker named KennethThey say in the responce that the BOGO offer was expired but when I was in the store purchasing the phones not only was I phyically told the BOGO was vaild and they would apply it to my order but there were signs up all around the store promoting the BOGO offerMy wife and I both were phyically told and saw the signsThis sounds like advertisement to me and is illegalI would also like to note one last time that every month since september of 2016, I was told on the phone by sprint workers that the BOGO WAS valid and that it would be applied in 1-billing cyclesStill, None of this makes sense to meHowever, In the end I got what I was promised back in September of This was a absolute horrible experience and Once I am done with my lease in January I am leaving sprint and will never be back.
Regards,
*** ***

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

August 22, Nikolas Reese Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Complaint *** Account XXXXX***, *** *** Case *** Dear Mr
Reese: On August 17, 2017, Sprint received an inquiry submitted by your office on behalf of *** ***. We appreciate your assistance in bringing Ms***’s concerns to our attention According to the information provided, Ms*** completed a change of ownership on August 04, Ms*** is disputing the balance billed to her account, citing that she was billed for services on a line moved from her account after the change of ownership completed. Ms*** also expressed her dissatisfaction with the level of service received from Sprint while attempting to resolve her concerns. We spoke with Ms*** on August 21, 2017, to discuss her concerns in detail. We explained that when a customer files a change of ownership, they are required to pay for the services already used on the line of service being moved. Our records indicate that Ms***’s disputed billing was for service before the move. However, to demonstrate our commitment to world-class customer service we applied a $credit to her account to offset the past due charges. Ms*** confirmed that this fully addressed her concerns We appreciate Ms*** taking the time to provide us with the details of her experience with our customer service representatives. We are continually striving to improve the quality of service provided to our customers. Please be assured that we value Ms***’s feedback and that her concerns have been forwarded to the appropriate managerial staff for further review We regret any inconvenience this matter may have caused Ms***. If additional assistance is required, Ms*** can contact me by calling the Executive & Regulatory Services department toll-free at ###-###-####, extension ***. I am available Monday through Friday between 11:a.mand 7:p.m., Central Time Sincerely, Jaclyn KExecutive Services Analyst

November 3,
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 complaint of Mr***
*** regarding Sprint account XXXXX***We appreciate your assistance in bringing Mr***’s promotional, billing and customer service concerns to our attention
In his inquiry, Mr*** expressed his dissatisfaction with the level of customer service received from our representatives during his attempts to address a billing concern, citing that the monthly lease charges for his two recently-upgraded devices are higher than he was quoted in August when he responded to our “Buy One Get One Free” (BOGO) promotional offerHe requested that we release him from the lease agreements associated with his Sprint devices so he can return them to us and seek service with another provider
We appreciate Mr***’s taking the time to provide us with the details of his experiences with our Customer Care representativesPlease be assured that we value customer feedback and that his concerns have been forwarded to the appropriate managerial staff for internal review
We regret any misunderstanding that may have occurred related to the equipment billing noted in Mr***’s inquiryDuring our October 24, 2016, conversation with Mr***, we explained that it can take up to two billing cycles for the BOGO discounts to be reflected on customers’ invoicesWe further explained that the monthly lease charges for both of his devices are $83.34; however, a monthly credit of $is applied towards those charges to offset the lease charges for one of his lines of serviceThat monthly credit is reflected on his September and October 13, 2016, invoices
Mr*** indicated his understanding of our explanation but reiterated that the monthly lease charges reflected on his monthly invoices were not properly explained to him when he contacted our Customer Care departmentAs a result, he requested to cancel his serviceDue to any miscommunication that may have occurred and to demonstrate our commitment to excellence, we agreed to allow Mr*** to cancel his lines of our service without incurring the full payoff costs of his device leases, contingent upon the return of his leased devices to our possessionTo facilitate the return of Mr***’s devices, we sent a prepaid shipping label to his e-mail addressAfter the equipment is received in our warehouse, we will credit the lease cancellation and equipment charges; however, he will still be responsible for the final monthly service charges
We are pleased to inform you that Mr*** accepted our resolution offerIf we can be of further assistance regarding these matters, Mr*** can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext*** I am available Monday through Friday between 8:a.mand 4:p.m., Central Time
Sincerely,
Tiffany G
Executive Services Analyst

Complaint has been addressed and handled adequately by the business, I would like withdraw this complaint please

#***
Revdex.com:
Hello,Sprint was able to resolve my case (***). Thank you for your assistance.Click here for printer friendly version *** *** *** *** ** Saint Louis , MO,

December 6,
Revdex.com
Ward Parkway, Suite
Kansas City, MO
Re: Revdex.com Case ***, Eric J*** L***
Sprint Account xxxxx
Sprint Case ***
To Whom It May Concern:
Sprint is in receipt of the above-referenced complaintWe appreciate
your assistance in bringing our customers’ concern to our attention
According to the information received, MrL*** state that his leased Samsung Galaxy Jdevice associated with phone number ending in was defectiveAs such, MrL*** stated that he replaced the device with another Samsung Galaxy J3; however, his replacement device malfunctionedMrL*** requests for Sprint to apply an adjustment towards his account equivalent to his account balance
All new Sprint devices come with a limited one-year manufacturer’s warrantySprint customers are also given the option to subscribe to our Total Equipment Protection (TEP) plan option within the first days of activating a new deviceTEP provides Sprint customers with a cost-efficient way to protect their equipment against loss, damage, and wear and tear that is not covered under the provisions of that warranty
MrL*** subscribes to our TEP option on her noted line of serviceIf the problem with his device is covered under the Equipment Service & Repair Program (ESRP) portion of TEP, his device will be repaired or replaced at no charge at a Sprint service and repair center for the first two visitsMrL*** would have been charged $for each subsequent visit to a Sprint service and repair center, if his device requires repair or replacement within a rolling 12-month period
If the problem with MrL***’ device is covered under the Equipment Replacement Program (ERP) insurance portion of TEP, he should contact Asurion, the TEP program administrator, to file a claimA deductible of $to $350, depending on the device model, is required at claim approvalFurther details regarding TEP and the coverages under ESRP and ERP are available on our website at www.sprint.com/tep
We spoke with MrL*** on November 29, 2017, and relayed the above information to himHe confirmed that his current Samsung Galaxy Jdevice was functioning properlyWe further confirmed that the Call Detail records reflected on his November invoice indicate that he was able to effectively and significantly utilize the Sprint network, except on October 14, In an effort to reach an amicable resolution, we offered to apply an adjustment totaling $towards his past due account balanceMrL*** has not confirmed his acceptance of the $adjustment offer; however, he is aware that the offer is valid until December 15, MrL*** has confirmed his understanding of the information that was relayed to him
We regret any inconvenience this matter may have caused MrL***If we can be of further assistance with this issue, MrL*** 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 a.mand p.m., Central Time
Sincerely,
Chanda L
Executive Services Analyst

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

November 18, 2016 Revdex.comWard Parkway, Suite 401Kansas City, MO 64114 Re: Revdex.com Case ***, *** *** Sprint Account XXXXX*** Sprint Case *** To Whom It May
Concern: Sprint is in receipt of the inquiry of Ms*** *** regarding her Sprint account. We appreciate your assistance in bringing our customer’s concerns to our attention. In the information provided, Ms*** expressed her dissatisfaction with the level of customer service provided by our representatives during her attempts to return her Samsung Galaxy Note device. She stated that, although a known manufacturer’s defect could possibly occur with her Sprint device, we failed to provide her with a new replacement device, which was out of stock. As a result, she is requesting compensation and that we exchange the device for a device of her choice immediately or release her from her agreements for her three phone numbers. We regret any difficulty Ms*** may have experienced with the replacement of her recalled Samsung device. Sprint has no higher priority than our customers, and customer safety while using our products is synonymous with that priority. Sprint worked closely with Samsung to notify customers of the potential battery issue with the Samsung Galaxy Notedevice and to ensure that options were in place for customers who purchased that model to immediately exchange to a different device model. We contacted Ms*** on November 10, 2016, and explained the information outlined above and previously communicated to affected customers. Further, we ordered Ms*** a Samsung Galaxy SEdge and sent her a return kit to return the Samsung Galaxy Note 7. We confirmed that she received the Samsung Galaxy SEdge device. Ms*** agreed to contact us once she has returned the Samsung Galaxy Note device We appreciate Ms***’s taking the time to provide us with the details of her customer service experience. We regret that the level of service she received was not indicative of the world-class service we strive to provide. The feedback she provided has been forwarded to the appropriate management staff for further review. If I may be of further assistance with this matter, Ms*** can reach me by calling Sprint’s Executive and Regulatory Services Department toll-free at ###-###-#### ext***. I am available Monday, Tuesday, Thursday and Friday between a.mand p.m., Central Time. Sincerely, Tobias T.Executive Services Analyst

July 15, Revdex.com Ward Parkway, Suite Kansas City, MO Re: File ***, *** *** Account XXXXX*** Sprint Case *** To Whom It
May Concern: Sprint is in receipt of the above-referenced complaint of *** ***We appreciate your assistance in bringing our customer’s concern to our attention According to the information provided, Ms*** stated she visited a Sprint retail store in May and leased an iPhone and also purchased accessories, increasing her bill over $When she reached the end of her lease she was advised to visit a retail store and she would be able to make monthly payments to purchase the deviceMs*** is requesting that she make monthly payment to purchase the leased iPhone We spoke with Ms*** on July 7, 2017, regarding her concernsWe explained that since she has reached the end of her lease term and she wants to keep the phone that purchase amount of $is dueThe option to apply monthly payments towards the purchase price was not included in her lease agreementTo address any miscommunication Ms*** may have received, she will continue to make $monthly payment that we will apply toward the purchases amountMs*** will follow up with us once she has made $in payments toward the equipment If we can be of further assistance, Ms*** can contact me directly by calling the Sprint Executive & Regulatory Services Department toll-free at ###-###-####, ext***. I am available Monday through Friday between X a.mand X p.m., Central Time Sincerely, Analyst Name Executive Services Analyst