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 ***Although, I did have to wait days for a replacement LG G(that had the same exact problem), I did eventually get a working device, the LG Gon August 17th I do find that this resolution is satisfactory to me
Regards,
*** ***

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

February 5,
*** ***
Revdex.com
Ward Parkway, Suite
Kansas City, MO
Re: Revdex.com Case ***, *** ***
Sprint Case ***
Dear Ms***:
Sprint is in receipt of the above-referenced inquiry of Mr*** *** regarding Sprint
account ***We appreciate your bringing our customers’ concerns to our attention
In his inquiry, Mr*** requested that we cancel the Total Equipment Protection (TEP) option from both of his lines of service, citing that the deductible is more than he paid for his original deviceHe expressed his dissatisfaction with receiving a refurbished device instead of a new oneMr*** requested a $refund as reimbursement for the Total Equipment Protection option
We regret any possible misunderstanding that may have occurred related to the terms of our TEP device insurance optionAll new Sprint devices and/or Mobile Broadband devices come with a limited one-year manufacturer’s warrantySprint customers are also given the option to subscribe to our Total Equipment Protection (TEP) option within the first days of activating a new deviceTEP provides Sprint customers with a cost-efficient way to protect themselves against loss, damage, and wear and tear to their devices that is not covered under the provisions of the limited one-year manufacturer’s warrantyA $up to a $deductible, depending on the device model, is required at claim approvalFurther details regarding TEP and the coverages under ESRP and ERP was provided to MsValenzuela when she added the option to her account and can be found at our website, www.sprint.com/tep
During our February 2, 2016, conversation with Mr***, he indicated his understanding of our explanation of the TEP service but reiterated that this information was not provided to him prior to adding it to his lines of serviceAlthough we were unable to comply with his request for reimbursement of the Total Equipment Protection option, as a one-time exception and in an effort to resolve this matter amicably, we offered to apply credit totaling $to his account, equivalent to the cost of the deductible amount to replace the device on his line ending in Mr*** accepted that action as satisfactory resolution to his reported concerns and agreed to keep the Total Equipment Protection options on both of his lines of service
If we can be of further assistance regarding these issues, Mr*** can contact me directly by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext***I am available Monday through Friday between 8:a.mand 5:p.m., Central Time
Sincerely,
Tiffany G
Executive Services Analyst

*** ***3:PM (hours ago)tomeThis complaint was resolved to my satisfaction assuming they did their part before the credit bureaus were notified of late payments

April 14, 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 his complaint, Mr*** states he accepted an online loyalty offer to decrease his bill by $per line yet has not received the offsetting credit on his invoices. His attempts to get this resolved with customer care have proved to be futile and he is seeking resolutionIn our conversation with Mr*** on April 14th, 2017, I confirmed the billing issue and in an effort to resolve, changed his plan to one that will lower his costs by $per month through March 31st, and applied a $credit. Mr*** accepted these changes as resolution to this matterWe appreciate Mr*** taking time to provide details of his 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 customer feedback and will utilize this input to improve our training and processes On behalf of Sprint, I apologize for any inconvenience Mr*** may have experienced as a result of this concern. If we can be of further assistance, or if Mr*** has supplemental questions or concerns, he can contact me by calling the Executive & Regulatory Services department toll-free at ###-###-####. I am available Monday, Tuesday, Thursday, and Friday between 7:a.mand 5:p.m., Central Time Sincerely, Linard AExecutive 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.]Sprint zero out the billThe phone tags was frustrating and when I connected with one of her team mates to help all they did was connect me to a voice mailThey never provided proper disclosure about the cancellation policy
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 13, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case ***, *** *** Sprint Account xxxxx*** Sprint Case *** To whom it may concern:
Sprint is in receipt of the above-referenced inquiry of Ms*** ***. We appreciate your assistance in bringing our customers’ concerns to our attention. In her inquiry, Ms*** expressed dissatisfaction with the level of customer service that she received while trying to resolve a device billing issue. Ms*** stated she went to one of our third party retail stores to start service with Sprint, and she was told to come back the next day when the promotion of buy one iPhone get one free would startShe went back the next day and ported her lines over, set up the account, and left the store with two iPhone Plus 128GB devicesOn March 23, 2017, Ms*** advised she was contacted by the store manager, asking her to bring the devices back to the store because a mistake had been made, and an additional $payment was required from herMs*** said she then contacted our Customer care representatives and spoke with customer service supervisors, who promised she will be contacted by corporate and she was never contactedMs*** is requesting that we honor the offer for the devices and that her price plan charges not exceed $per month Our records reflect that on March 17, 2017, Ms*** started service with Sprint, with two lines of service on a 17-month lease billingThe promotion of lease one iPhone Plus GB and get the second iPhone Plus GB free, started on March 17, 2017, but requires an 18-month lease agreement. This automatically disqualifies Ms*** from getting the offer. During our discussion with Ms*** on April 11, 2017, the information outlined above was explained to herMs*** reiterated her dissatisfaction with her experience. To demonstrate our commitment to excellence, we offered to apply a lump sum credit for the second lease charges of $for the 17-month leaseAccordingly, we applied a $credit to Ms***’s account. She thanked us for the offer and accepted it We appreciate Ms*** for taking the time to provide us with her experience with our third party retailer and our customer service representatives. We are continually striving to improve the quality of service provided to our customers. Please be assured that we value customer feedback and will utilize this input to improve our training and processes We regret any inconvenience this matter may have caused, and are happy that we were able to resolve Ms***’s issueIf we can be of further assistance with this matter, Ms*** can contact me by calling Sprint’s Executive & Regulatory Services department toll- free at ###-###-####, ext***, Monday Tuesday, Thursday and Friday, between 7:a.mand 5:p.m., Central Time. Sincerely, Shola AExecutive Services Analyst

Sprint is in receipt of the above-referenced inquiry of Ms*** ***We appreciate your assistance in bringing our customers’ concerns to our attention
In her inquiry, Ms*** expressed her dissatisfaction with the level of customer service that she received and with our
inability to unlock her iPhone deviceShe also cited that her device and the accessories cost her $1,and that she was advised that the accessories would be free of costShe further indicated that when she canceled her Sprint service she was billed additional charges because she did not return her deviceMs*** indicated that after she paid her balance of $770, she called to have her device unlocked and was advised that she needed to pay an additional $to unlock itAs a result, Ms*** requested that we unlock her iPhone device and a refund of $for the accessories
We appreciate Ms***’s taking the time to provide us with details of her experience with our retail store representatives and 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 input to improve our training and processes
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 a device to allow the insertion of 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 itAdditionally, 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 unlocking is available on our website, at www.sprint.com/unlock
Sprint will unlock a device under the following circumstances:
- Any associated Service Agreement, Installment Billing Agreement, or Lease Agreement has been fulfilled including payment in full of any applicable early termination fees or end-of-lease/installment billing purchase options
- The associated account is in good standing
- The device has not been reported as lost or stolen, associated with fraudulent activity, or otherwise flagged as ineligible to be unlocked
According to our records Ms***’s iPhone device was leased on August 8, 2015, for months and she also purchased accessories on the Sprint Easy Pay for monthsFurther, she was billed $for the lease cancelation, $for the lease device purchase amount, and $for the installment billing cancellation/acceleration for the accessories because she canceled her service on December 26, 2015, prior to fulfilling her lease and Sprint Easy PayIn addition, our records reflect that she made a payment of $on January 16, We do not have record that she paid $
We submitted a request to unlock her iPhone device and during our conversation with
Ms*** on January 4, 2016, we advised her that her device was unlockedAlthough her charges are valid in an effort to reach an amicable resolution, we offered and she accepted a $refund for her accessories’ accelerated chargesMs*** accepted our credit offer and we refunded $to her financial institution on February 18, 2016,
We regret any inconvenience and the circumstances that led to the cancelation of
Ms***’s serviceIf we can be of further assistance regarding this issue,
Ms*** can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext***I am available Monday through Friday between a.mand
p.m., Central Time
Sincerely,
*** *
Executive Services Analyst

August 12, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Complaint ***, *** *** Sprint Account XXXXX*** Sprint Case ***
To Whom It May Concern: The inquiry referenced above has been forwarded for our review. We appreciate your assistance in bringing our customers’ concerns to our attention. In his correspondence, Mr*** stated that he recently filed a claim with Asurion our Total Equipment Protection (TEP) service provider. Further, he stated that the replacement device he was provided overheated and as a result, bent. He visited our retail store and was advised that the damage was caused due to negligence and he would need to file an additional claim with Asurion. Mr*** does not agree with paying an additional $deductible and requests that we allow him to upgrade his device or replace his current device with a different model During our discussion with Ms*** on August 4, 2016, we apologized for any inconvenience he may have experienced as a result of this issueFurther, we advised him that in an effort to reach an amicable agreement, we would agree to cancel his current lease agreement and reduce the accelerated lease charges to $and the retail store would provide him with a $buyback credit for his current device. Additionally, we reset his upgrade eligibility and allowed him to lease or purchase the device of his choice. Mr*** accepted the offer and upgraded his device the day of our conversation 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 we may be of further assistance with this matter, please contact us by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-#### extension ***. I am available Monday, Tuesday, Thursday and Friday from a.mto p.m., Central Time Sincerely, Tobias TExecutive Services Analyst

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

June 7, 2017 Revdex.comWard Parkway, Suite 401Kansas City, MO 64114 Re: Revdex.com ID ***, *** R*** 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 attention. In his inquiry, Mr*** stated that he is requesting a copy of his billing statement. He further stated that he has been unsuccessful at retrieving the requested invoice because he was told that his security code was incorrect. During our discussion with Mr***, he confirmed that he received a copy of the billing statement at one of our store locations. He stated he requested a paper copy of his bill to send to his new carrier to assist in paying off his equipment charges. We regret any inconvenience this matter has caused Mr***. If he needs further assistance, he may contact me by calling the Executive and Regulatory Services department toll-free at ###-###-####, extension ***. I am available Monday through Friday from 8:a.mto 4:p.m., Central Time. Sincerely, Alethea B.Executive Services Analyst

July 8, * *** *** Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Complaint ID *** Sprint Account XXXXX***, *** *** Sprint Case *** Dear Ms***: Sprint is in receipt of the above-referenced complaint of Mr*** ***, submitted on June *1, *016. We appreciate your assistance in bringing our customers’ concerns to our attention According to Mr***’s complaint, he states that at the time he cancelled his services with Sprint he was advised he would receive his original equipment back, as well as the leased equipment down payment for the new deviceMr*** is requesting that what was offered be honored, and that we not report the balance on his credit We spoke with Mr*** on June *8, and *9, *016, regarding his disputeHe advised that he should have qualified for the Sprint Satisfaction GuaranteeHowever, we informed Mr*** that line ending in *** was cancelled outside of the 30-day Satisfaction Guarantee Return policyWe further explained that devices active for more than days fall outside of the terms of the 30-day Satisfaction Guarantee Return policy and are not eligible for return, refund, or credit for service charges and associated taxes and fees We also discussed his request for the return of his previous carrier’s device that he surrendered to Sprint upon registering for the PopromotionWe regret any misinformation and/or misunderstanding that may have occurred regarding the PopromotionHowever, upon registration for the promotion, at www.sprint.com/joinsprint, customers are made aware of the criteria for the promotionThe promotion requires that you turn in the device associated with the previous carrier’s accountWe further explained that the device will not be returnedHowever, as a means to provide an amicable resolution and to bring closure to this concern, we offered to mail a return kit to Mr*** and accept the return of the leased Sprint device. In exchange, upon receipt of the device in our warehouse, we will waive the End of Lease purchase chargeUnfortunately, Mr*** did not accept our offerShould Mr*** change his mind, this offer will remain valid through July 1*, *016, and he may contact me directly to accept Currently, Mr*** account has a balance due. This balance will follow our collection path if the account is not paid in full by the July 15, *016, due date 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 Monday, Tuesday, Wednesday, and Friday between 8:a.mand 5:p.m., Central Time Sincerely, LaToya *** Executive Services Analyst

Executive & Regulatory Services P.OBox Irving, TX May 10, Revdex.com Ward Parkway Kansas City, MO Re: Revdex.com Complaint *** 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. In her complaint, Ms*** stated that she is charged for a Samsung Galaxy Sthat does not have. She has requested for the charges to be removed, and refunded previous charges After a review, our records reflect that Ms***’s phone number ending was initial activated on a previous Sprint account and is associated with a Lease Agreement established with the purchase of a Samsung Galaxy S5. A change of ownership was completed in November that transferred the line of service, associated phone, and liability to Ms***’s account. Therefore, the Lease charges associated with the Samsung Galaxy Sreflected on Ms*** monthly invoice are valid, and a refund is not warranted. We spoke with Ms*** on May 9, 2017, and explained the information provided above If I can be of further assistance regarding this matter, I can be contacted directly by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext***. I am available Monday through Friday between 9:a.mand 5:p.m., Central Time Sincerely, Terrence MExecutive Services Analyst

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

April 24, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case ***, *** *** Sprint Account xxxxx*** Sprint Case *** To whom it may concern:
Sprint is in receipt of the above-referenced inquiry of Ms*** ***. We appreciate your assistance in bringing our customers’ concerns to our attention. In her inquiry, Ms*** expressed dissatisfaction with the level of customer service that she received from our customer care representatives while trying to resolve her billing concern. Ms*** stated she contacted our sales department back in September 2016, about purchasing the iPhone and was advised to send back her iPhone 6. Ms*** further advised that she returned the iPhone 6, which was received by Sprint on October 10, 2016. However, she continues to be billed for the lease charges for the deviceAs a result, Ms*** is requesting that we refund the $she has been paying for the returned device. Our records reflect that on September 28, 2016, Ms*** purchased the iPhone under the 18-month installment agreement for phone number ###-###-####The second installment agreement is for device purchased under 24-month installment on July 6, 2015, for phone number ###-###-####Ms*** is only being charged for two devices and not three as she presumed During our conversation with Ms*** on April 11, 2017, we explained the information outlined above. Ms*** confirmed her understanding and also requested copies of the agreements. The agreements were sent to her email on April 11, We appreciate Ms*** for taking time to provide details of her experience with our customer care representativesWe are continually striving to improve the quality of service provided to our customers. Please be assured that we value customer feedback and will utilize this input to improve our training and processes We regret any inconvenience this matter may have caused, and we are happy that we were able to resolve Ms***’s issue. If we can be of further assistance with this matter, Ms*** can contact me directly 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, Shola AExecutive 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 have no information of this account only the one that is showing up in my credit reportTherefore, Sprint shall no longer contact me regarding this because I have no information to provideAbove I attached a picture of what states on my credit reportThank you.
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 as Assumed Answered]
Complaint: ***
I am rejecting this response because: Although the information may be posted on the website, I dealt directly with a Sprint Representative that provided the information. If the representative had presented the information as listed on the website I would have traded in the equipment with there offer to pay up to a certain amount of my cancellation fee's which would have covered the bulk of the cost. This really brings to question the credibility of Sprint Corporate Stores and should be required to put all there offers in writing signed by the customer and store representative. Basically what they advised me is that they do not take responsibility for their employee actions
Regards,
*** ***

May 9, 2017 Revdex.comWard Parkway, Suite 401Kansas City, MO 64114 Re: Revdex.com Complaint ***, *** *** Sprint Account XXXXX*** Sprint Case *** To Whom It May
Concern: Sprint is in receipt of the above referenced inquiry of Ms*** ***We appreciate your assistance in bringing our customers’ concerns to our attention According to the information provided, Ms*** stated that her invoices have fluctuated since she added an additional subscription to her account. Further, she stated that she is not satisfied with the level of service coverage in her area. Additionally, she stated that during our last interaction we agreed to change her service plan, however; her services were suspended after the service plan changeAs a result, Ms*** is requesting that we review her invoices and adjust any billing errors and address her coverage concerns Sprint has reviewed Ms***’ complaint and notes that, our Engineering department investigated her coverage concerns and confirmed that Sprint provides best coverage in the referenced area. Additionally, our Engineering department determined that Ms***’s service is working properly Please note as outlined in our Terms and Conditions of Services, the coverage and quality of services may be affected by conditions beyond our control. Wireless services cannot be regularly transmitted through concrete structures such as buildings, basements, walls, and various other structures. In our effort to provide clear communication about our devices, features, pricing and promotions, Sprint publishes an overview and our retail brochures, displays, partner stores, and web site at www.sprint.com have not deviated from the published information. During our conversation with MsErika Moore, an authorized subscriber on the account, on April 18, 2017, we apologized for any misunderstanding that may have occurred regarding the monthly service costsFurther, we explained the monthly costs and features of her current service planFurther, we reviewed her account and although we did not identify any billing errors, in an effort to resolve her concerns we applied a concession credit of $to offset the prorated monthly service charges and activation fee she incurred. Additionally, at her request we changed her service plan on phone ending to our seasonal staservice plan for $MsMoore is aware that this service plan is valid for monthsOn April 21, 2017, her services were suspended due to non-payment. In an effort to reach an amicable resolution, we applied a credit of $to her account We appreciate Ms***’ taking the time to provide us with the details of her experience with our Customer Care groupWe 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, please contact me by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-#### extension ***. I am available Monday, Tuesday, Thursday and Friday from a.mto p.m., Central Time. Sincerely, Tobias T.Executive Services Analyst

May 19, 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 Ms*** *** regarding her Sprint account. We appreciate your assistance in bringing our customer’s concern to our attention. In her inquiry, Ms*** expressed her dissatisfaction with being charged for her second wireless device even though she was advised the point of sale that they were included in Sprint’s Buy One Get One (BOGO) promotion. She further expressed her dissatisfaction with the level of customer service she received while trying to address this matter and that phone service was not acceptable. Therefore, she is requesting assistance with resolving her dispute of the charges for her second device prior to changing service providers We are pleased to advise you that we spoke with Ms*** and confirmed that her concerns have been resolved. We applied a service credit of $to her account on February 2, 2017, in lieu of monthly credits of $to offset the cost of her second device for the full month term. Ms*** confirmed that this credit was the same amount as the cost of the device; however, she was dissatisfied that it could only be used toward the cost of service, which had to remain active for her to benefit from the credit. She confirmed that her credit has been fully absorbed and her lines of service were ported to a different provider as of May 6, 2017. Therefore, we applied additional credits totaling $to offset the prorated charges for services from May through June 5, 2017, reflected on her May invoice. As a result, her account is now in final status with a zero balance. We regret any inconvenience that this matter may have caused. If I may be of further assistance with this matter, Ms*** can reach me by calling the Sprint Executive & Regulatory Services Department toll-free at ###-###-####. I am available Monday through Friday from a.mto p.m., Central Time Sincerely, Clara CExecutive Services Analyst

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