Sprint Corporation

December 20, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Complaint *** Account xxxxx***, *** *** Case *** To Whom It May Concern: The
above-referenced inquiry has been forwarded to our office for review. We appreciate your assistance in bringing our customers’ concerns to our attention According to the information provided, Ms*** indicated that she was billed third-party content on one of her phone numbers without her authorizationShe is requesting credit for the disputed charges After further research, our records indicate that third-party content was subscribed to and purchased through the Google play application on Ms***’s phone number ending *** between July to August 2016. To resolve the matter, Ms***’s account was credited $for the disputed amount, which will reflect on her billing statement within 1-bill cycles. In addition, we unsubscribed the above-mentioned phone number from the disputed third-party provider and blocked all third-party content for the aforementioned phone number per her requestWe regret any inconvenience that these matters may have caused. If I can be of further assistance with this matter, Ms*** can reach me by contacting the Executive & Regulatory Services department toll-free at ###-###-####, extension ***. I am available Monday through Friday, between 7:a.mand 3:p.m., Central Time Sincerely, John CExecutive Services ***lyst

[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
But I would also like to show in the response from Sprint, they took until January 27th to refund me for the phone they had received on Dec30thEven after calling and complaining about it, they still did not do anything for my refund until I filed this complaintI never took their call, since I had received an email telling me of the refundThere customer service leaves a lot to be desiredThis matter has been resolved yes, but it was poorly handled and extremely slow on their end
Regards,
*** ***

April 12, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case ***, *** Y*** 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 not receiving the iPhone Plus device she ordered and accepting a iPhone 6s Plus device as a replacement for the iPhone that she had originally without being advised that it was pre-owned. She also expressed her dissatisfaction with not receiving the $Switch to Sprint Buyout promotional Visa card as she was advised. She reports that she has not been able to resolve her concerns via the store management or by calling Sprint Customer Care. Therefore, she is requesting that Sprint honor the promotions that were offered to her or terminate her agreement. We spoke with Ms*** and resolved her concerns to her satisfaction. We advised her that we regret any inconvenience that she may have experienced with regard to processing her rewards for switching to Sprint. We confirmed that her Switch to Sprint reward card was approved in the amount of $and had already been mailed to her address on file. Since she did not receive it, we assisted her with reporting it lost and a new card was reissued. Additionally, we confirmed that the iPhone device that she leased was replaced with a new iPhone 6S Plus that she accepted because the iPhone Plus that she originally ordered was not available. We confirmed that the iPhone6S Plus device that was given to her originally was new; however it was replaced with a reconditioned device when it was deemed defective. Ms*** confirmed that she accepts now understands and her concerns have been fully resolved If I may be of further assistance with these matters, Ms*** can reach me by calling the Sprint Executive & Regulatory Services Department toll-free at ###-###-####, ext***. I am available Monday through Friday from a.mto p.m., Central Time Sincerely, Clara CExecutive Services Analyst

February 2, 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 with bringing our customers’ concerns to our attention In her inquiry, Ms** stated that she received a collections notice from Sprint reflecting an account balance of $2,although she has never had a Sprint account. Ms** further stated that after contacting a Sprint representative, she was informed that the referenced account was established fraudulently, and she was not responsible for the account balance. Ms** has requested written confirmation that the referenced account will be removed from her credit report. We attempted to contact Ms** by telephone and e-mail on January and 30, 2017, to discuss her concern in detailUnfortunately, we were unsuccessful. However, after a review of our account records, we have confirmed that the above-referenced account was fraudulently established. As a result, applicable credits have been applied to the account to adjust the balance to zero. Furthermore, we have notified the outside collections agency to cease further collections efforts. Subsequently, they will request that the credit bureaus update their records to remove the above-referenced account. Please allow up to days for completion. We regret any frustration this matter may have causedIf I can be of further assistance regarding this matter, Ms** may contact me directly toll-free at ###-###-####, ext***. I am available Monday through Friday between 9:a.mand 5:p.m., Central Time Sincerely, Terrence MExecutive Services Analyst

February 9, Revdex.com Serving Greater Kansas City Ward Parkway 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, submitted by *** *** submitted on January 27, 2017. We appreciate your assistance in bringing our customers' concerns to our attention. Ms***’s filing expressed her dissatisfaction with the monthly service charges reflected on her account. According to Ms***, she was double billed for services. In addition, Ms***’s indicated that she encountered an unfavorable customer service experience while attempting to resolve her account concerns. Ms*** requested that Sprint review this matter and adjust her account accordingly Sprint has reviewed Ms***’s complaintAccording to our records, Ms***’s account is associated with three lines of servicesOur records indicate that her account was suspended on February 2, 2017, due to non-payment of her outstanding account balance. As such, Ms***’s account does not incur monthly service charges when the account is suspended for services. However, when payment is made to restore services, Ms*** will incur a monthly recurring charge and additional prorated charges for reactivating services in the middle of the billing cycle. For additional information please review our Terms and Conditions of Service, via our website, www.sprint.com/termsandconditionsAs such, we are unable to identify any billing errorsOur records further indicate on February 2, 2017, a total adjustment of $was applied to Ms***’s account, to offset the monthly recurring charges for three months of services We spoke with Ms*** on February 3, 2017, and relayed the aforementioned information to her. Ms*** expressed her satisfaction with the resolution provided We appreciate Ms*** taking time to provide details of her experience when calling into customer careWe 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 will be forwarded to the appropriate managerial staff for further review We regret any inconvenience this matter may have caused. 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 a.mand p.m., Eastern Time Sincerely, /s/ Vanessa *** Vanessa *** Executive Services Analyst

July 13, 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, Mr*** stated that he upgraded to an iPhone devices and wanted to take advantage of a promotional offer to receive an $per month credit with a 24-month Installment Agreement, reducing the monthly installment for the device to $He states that he purchased the devices but noticed a different priceHe states he contacted Sprint via Chat and was assured that he would receive the monthly credit and pay $per month for months after the $monthly service credit is applied. He states that he is not receiving the correct monthly credit for the device and is requesting correct credit be applied We attempted to reach Mr*** at the daytime phone number ending in *** and via e-mail at ***, as provided with the inquiry on June 23, 26, and 29, 2017. We also mailed a letter to the billing address on file on July 6, 2017, asking that Mr*** contact us to address his concerns. Unfortunately, our contact attempts have not been returned. We look forward to speaking with Mr*** and encourage him to contact us regarding any concerns he may continue to have with regarding this concernMr*** should have his PIN and security information available when he contacts us In an effort to address Mr***’s concerns, we have reviewed our records and find that the iPhone 32GB for $with Installment Billing promotion offered a monthly service credit of $for months reducing the monthly installment to $8.33. Because Mr*** accepted an 18-month Lease Agreement instead of purchasing the device with a 24-month Installment Agreement, he did not meet the promotion requirements and is ineligible for the promotion. Mr*** is however receiving a monthly service credit in conjunction with a promotional offer associated with the 18-month Lease Agreement We regret any frustration this matter may have caused. Mr*** can contact me directly by calling Sprint’s Executive & Regulatory Services department. I can be reached toll free at ###-###-####, ext***. I am available Monday through Friday from a.mto p.m., Central Time. Sincerely, Michael GExecutive 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: Ladonna and I were finally able to connect. She was able to research and bring the $down to $which was really kind of her. I did email her my final receipt of $that I made in person to the sprint store as final payment. I don't owe $142. I haven't heard back from her. That is fine to close the case Best Regards,*** ***
Regards,
*** ***

January 26, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File *** Sprint Account xxxxx***, *** ** ***
Sprint Case *** To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of Mr*** ** ***. We appreciate your assistance in bringing our customers’ concerns to our attention. In his inquiry, Mr*** stated that he upgraded to the Apple iPhone in November 2016, but that the salesman upgraded him for three additional lines of service with new equipment without his consent. He stated that he has been trying to correct the billing associated with the three lines of service, that has negatively impacted him financially. He requested a refund for over charges, overdraft fees and his out-of-pocket expense to return the devices to Sprint We regret any misunderstanding that may have occurred related to Mr***’s Sprint billing and any delay in providing the referenced credit. Our records reflect that Mr*** contacted our Telesales department on November 14, 2016, with inquiries about upgrading his device; two Apple iPhone 6s devices were ordered and shipped on November 15, and the Apple iPhone plus on December 6, 2016. Our records further indicate that Mr*** contacted our Customer Care department on January 5, 2017, to advise that he had received the two phones and that he did not want them. At that time we canceled both lines of service which systematically canceled the lease agreement for the devices. That action led to the acceleration of the remaining lease charges totaling $associated with the canceled lease, which we then assessed to Mr***’s account pending the return of that device to Sprint. Because the device was not identified as being returned by our systems, the unpaid charges remained on his account and were included in his bill charges that were automatically deducted on January 2, 2017. During our conversation with Mr*** on January 13, 2017, we explained the information above. Mr*** confirmed that he did not order the Apple iPhone 6s devices and that he had paid out of pocket to have them returned. After confirming this information and the return of the devices to Sprint on January 9, 2017, we applied credits totaling $to his account to offset the monthly service charges incurred related to the two lines of service, the $overdraft fee, and $for shipping cost. We also refunded the ACH auto payment for $on January 17, We appreciate Mr***’s taking time to provide details of his experience with our retail and Customer Care representatives. Please be assured that this experience is not indicative of the level of service we expect from our employees and that the feedback he provided will be forwarded to the appropriate management staff empowered to make changes in this area We regret any inconvenience this matter may have caused Mr***. If we can be of further assistance related to this issue, he 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, LaDonna J*** Executive Services Analyst

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Assumed Answered]
Complaint: ***
I am rejecting this response because: This is not what was explained to me when I added these lines and they even contacted a specialist when I added lines to assure there were no additional fees. I only have lines TOTAL and should not be charged. I would like the recordings pulled from April of which is when I added the 4th line where the associate switched over to a specialist and assured me that I pay no additional fees...was never told that this was a promo of any kind and it would run out...therefore I want the recordings pulled to prove that is what I was told. This is when I added the *** number
Regards,
*** ***

August 7, 2017 Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File ***, *** ***
Sprint Account xxxxx*** Sprint Case *** To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of Mr*** ***. We appreciate your assistance in bringing our customers’ concerns to our attention In his inquiry, Mr*** disputed charges remaining on his closed Sprint account, advising that he returned his devices to the point of sale, un-activated and un-opened, within our 14-day Satisfaction Guarantee periodHe requested that we remove those charges. We regret the circumstances that led to Mr***’s decision to discontinue the activation of his services with us, as well as any misunderstanding that may exist related to his Sprint billing. Our records reflect that that Mr*** established his Sprint account on June 20, 2017, but that he returned his referenced devices to us on June 23, 2017, prior to the activation of his servicesWe also confirmed that credits totaling $were applied to his account on July 14, 2017, to offset the disputed charges in full Unfortunately, our attempts to contact Mr*** on July and 26, and August 4, 2017, to discuss this matter in detail were unsuccessful. We also sent a letter to him at his address of record on July 26, 2017, acknowledging our receipt of his inquiry and inviting him to contact us directly for assistance. Although we were unable to speak with Mr*** directly, we believe that his reported issues have been fully addressed, as his Sprint account is now in closed status with a zero balance. In addition, we received an e-mail response from Mr*** on August 7, 2017, in which he advised that his concerns were resolved to his satisfaction. We regret any inconvenience this matter may have caused, as well as the loss of Mr***’s business. If we can be of further assistance with this issue, he can contact me directly by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext***. I am available Monday through Friday between 7:a.mand 5:p.m., Central Time Sincerely, Leland *** *Executive Services Analyst

February 27, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Inquiry *** Sprint Account xxxxx8771_ *** *** Sprint Case *** To Whom It May Concern: Sprint is in receipt of the
above-referenced inquiry of Ms*** ***. We appreciate your assistance in bringing our customers’ concerns to our attention. In the information provided, Ms*** is disputing the outstanding debt reflected on her canceled Sprint account. She stated she ported her four lines of service to another carrier in August 2017, but that two of the lines were never ported until five months later. As a result, she is asking that Sprint take ownership of this matter and remove all charges and negative reporting Our records reflect that Ms*** ported two of her lines of service ending in *** and *** from Sprint to another service provide on August 24, 2017. At that time, her account reflected a previous balance for $and accelerated equipment charges for $for the two referenced lines of service. Our records further indicate that the line ending in *** and remained active until they were ported from Sprint to another carrier on October 16, 2017, and December 1, We spoke with Ms*** on February 20, 2018, regarding the information referenced above. We explained that at the time of cancellation, she remitted payments totaling $1,to satisfy previous charges for $and the accelerated equipment pay-off amount for the lines ending in *** and *** totaling $432.72. However, her account continued to incur monthly service charges and equipment lease charges for the two remaining lines of services until they were successfully ported. Although we were unable to confirm error on the part of Sprint related to Ms*** port-out request, we applied credits totaling $to the account to offset the monthly service charges for the plan and Total Equipment Protection and two Late Fees for the lines ending in *** and as a result of minimum to no usage. Thereafter, the canceled account now reflects a balance for $Further, we explained that this balance is valid and is the monthly equipment lease charges of $52.78, $per device, assessed prior to cancellation of the two remaining lines of service and the lease pay off and purchase amount for $for lease ***, associated with the line ending in *** Ms*** requested a revised invoice reflecting the new bill amount; however, as explained, her account is canceled and the debt has been referred to an outside collection’s agency. As such, the system will not generate a new invoice reflecting the current balance of $as requested We regret any inconvenience that this matter may have caused Ms*** and the loss of her business. If we can be of further assistance related to this complaint, she can contact me by calling our Executive & Regulatory Services department toll-free at 1-844-282-8211, ext***. I am available Monday through Friday between 7:p.mand 3:p.m., Central Time Sincerely, LJenkins LaDonna Jenkins Executive Analyst

June 22, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Complaint ***, *** *** *** Sprint Account xxxxx*** Sprint Case *** To Whom It May Concern: Sprint is in receipt of the complaint of Ms*** *** *** submitted on May 19, 2016. We apologize for any inconvenience Ms*** has experienced as a result of this matter. We appreciate your assistance in bringing our customer’s concern to our attention According to the information provided, Ms*** expressed her dissatisfaction with the previous response provided. Ms*** further expressed her dissatisfaction with the balance currently reflected on her account after she cancelled serviceMs*** stated when she contacted Sprint she was provided a final account balance of $179.95. However, this amount did not include the Lease Cancellation charges associated with her device, which increased the account balance to $735.05. Ms*** requested that Sprint review the matter and adjust her account accordingly Sprint has reviewed Ms***’s complaintUpon further review of Ms***’s account records, we were able to confirm the information that was provided to Ms*** on February 1, 2016, which states that her final invoice would be $ We spoke with Ms*** on June 21, 2016, and relayed the above informationAs a result, Sprint agreed to waive the aforementioned Lease Cancellation charges totaling $555.10, leaving her responsible for the amount of $as a valid balance on the account. Ms*** confirmed acceptance of our resolution for this matter. We apologize for any inconvenience this matter may have caused Ms*** If I can be of any further assistance, Ms*** can contact me by calling our Executive and Regulatory Service Department toll-free at ###-###-####, extension ***. I am available Monday through Friday, between a.mand p.m., Eastern Time Sincerely, *** *** Executive Services Analyst

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Assumed Answered]
Complaint: ***
I am rejecting this response because:i have been working on my account since I upgraded my account in November 2017, my bill still haven't been situated, I just had a thousand dollar, and spoke with a rep from the finance department,on the 10-or the 11th of the month, she was supposed to call me back on 24th,with the credits that was supposed to be applied to my account, now since I didn't get a phone call, I've been on the phone with a rep names ellia, who was being rude the whole time, wouldn't listen, when ask to speak with a supervisor she said she was trying to talk over, than she finally transferred me to gaylord, who was confused about the bill was on the phone for over min, my credit and adjustments that should've been applied to my acct, need to be applied, my bill was over a thousand dollars and I have paid $dollars this month and, still show a pass due of $and something dollars every since I upgrade my phone I've been having issues with my bill and everyone is promising my bill will be fixi just would like my credit the Representative said I was owed $
Regards,
*** ***

April 19, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case ***, *** *** Sprint Case *** Sprint Account xxxxx*** To Whom It May Concern: The above-referenced
inquiry has been forwarded to our office for review. We appreciate your assistance in bringing our customers’ concern to our attention Mr***’ filing expresses billing concerns with his account. He is in dispute of the total charges on his account due to a credit that was applied and then removed from the accountAdditionally, he is dissatisfied with requirements to set a payment arrangement for past due charges With respect, we would note that any invoice balance estimate provided by Sprint would not constitute a promise of future invoice balances. Changes to taxes, service plan selections including the addition of a device Lease or Installment billing option, additional purchases or subscriptions, could result in invoice balance changes. Sprint reviewed Mr***’ account and notes that we are unable to substantiate any billing errors. The plan is billing accurately based on the selections made by Mr*** at the point of sale. The $credit noted in Mr***’ inquiry has been confirmed as an invalid credit for a device charge that was not posted to Mr***’ accountBased on this, the erroneous credit was correctly reversed as it is a valid amount due on the account As stated in our Terms and Conditions of Services, which can be viewed on www.sprint.com, payment is due as stated on your bill. We realize that situations may arise that prevent customers from making the required payment by the due date and Sprint can assist with payment arrangements if available. However, not all payment arrangement requests can be honored We have reviewed Mr***’ account and recent communications to Sprint. Our records reflect that we have worked with Mr*** on multiple occasions in an effort to bring his account current and our records reflect we previously notified him that his account balance was past due. In addition, we previously explained that we may at any time, based on usage history, withdraw or change services, or place limits or conditions on the use of our services We regret any inconvenience that these matters may have caused. If I can be of further assistance with this matter, Mr*** can reach me at the Executive & Regulatory Services department toll-free at ###-###-####, extension ####. I am available Monday through Friday, between 7:a.mand 3:p.m., Central Time Sincerely, John CExecutive Services Analyst

August 30, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case ***, Karla *** Sprint Account xxxxx*** Sprint Case *** To Whom It May Concern, Sprint
is in receipt of the above-referenced complaint of Karla ***. We appreciate your assistance in bringing our customers’ concerns to our attention According to the information received, Ms*** stated that she was misinformed regarding the charges assessed to her account. Ms*** stated that she has paid higher than expectedAdditionally, she has requested to return her leased devices for credit of the purchase option price as she has completed her active lease agreements We have built a solid reputation on honest business practices, and it is not our intention to mislead or confuse our customers with regard to the services we are able to provide. In our effort to provide clear communication about features, promotions, and pricing, 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. With respect, we would note that any invoice balance estimate provided by Sprint would not constitute a promise of future invoice balances. Changes to taxes, service plan selections including the addition of a device Lease or Installment billing option, additional purchases or subscriptions, could result in invoice balance changes. After completing a review of Ms***’s Sprint account we were unable to identify any billing errors The plans and services are billing correctly based on our nationally advertised pricingHowever, as a courtesy and due to any possible miscommunication that may have been provided related to her account charges, we offered credit of $to offset a portion of her bill. Ms*** accepted our offer and we applied the credit as agreed. She then confirmed that she will pay the remaining charges totaling $ Our records reflect Ms*** has competed the lease terms for each of her devicesPer the leasing program guidelines, she has requested to return the devicesWe advised that the devices must be returned in like new condition in order to receive credit of the device purchase optionsMs*** verified understanding and return kits have been ordered for her to return the devices. We regret any inconvenience that these matters may have caused Ms***. If I can be of further assistance with these matters, she can reach me at the Executive & Regulatory Services department toll-free at ###-###-####, extension ***. I am available Monday through Friday, between 7:a.mand 3:p.m., Central Time Sincerely, John CExecutive Services Analyst

November 22,
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 rebuttal complaint of Mr*** *** submitted on November 16, We appreciate your assistance in bringing our customer’s concern to our attention
Mr***’s follfiling expressed his dissatisfaction with not receiving a return kit for phone number ending in ***He further advised that he needs the credit promised to his account to negate any overdraft charges, his monthly discount, and a copy of his chat transcriptAccording to Mr***, he was advised that changing his service plan would decrease his Monthly Recurring ChargesMr*** requested that Sprint review this matter, and provide him with a refund
According to our records, on September 26, 2016, Mr*** upgraded phone number ending in *** via Sprint’s Leasing programPlease note effective September 19, 2014, Sprint launched the Sprint Lease program, an industry-first 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 deviceWith a lease option, Sprint owns the deviceAt the end of a lease term, you 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
Further research on the account reflects that Mr*** contacted our Customer Care group on November 3, 2016, and requested to terminate the Lease Agreement associated with phone number ending in ***Therefore, a return kit was ordered to facilitate the return of the iPhone 6s Gold device associated with phone number ending ***Additionally, the Lease Agreements were cancelled and the account was assessed Lease cancellation charges, which were to be waived once we received the above-referenced device at our Returns warehouse
With regard to Mr***’s service plan, our records reflect, on September 17, 2016, he requested to update his account to the Unlimited Freedom plan, which includes unlimited talk, text, and data for $for the primary line, $for the secondary line and $for lines -Therefore his monthly recurring charges totals $per month, which does not include the $monthly discount per line of service, monthly lease charges, Total Equipment Protection (TEP) plan and related taxes, fees, and surchargesAs such, his monthly bill is approximately $per month, prior to related taxes, fees and surchargesAdditionally, this plan is not eligible to receive any employee discountsBased on our findings, we were unable to identify any billing errors on Mr***’s account
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 web site at www.sprint.com have not deviated from the published informationIn 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
We regret any miscommunication that Mr*** may have received with regard to the service plan and Sprint’s NVP discount and we appreciate Mr***’s feedback regarding this issueIn an effort to reach a satisfactory and mutually acceptable resolution, Sprint agreed to apply a one-time adjustment of $to his account to award the percent discount for his September to November billing invoices
On November 22, 2016, we spoke with Mr***During our conversation, we relayed the above information to himMr*** expressed his understanding to the resolution providedWe apologize for any inconvenience this matter may have caused Mr***
If we can be of further assistance with this issue, Mr*** can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext***I am available Monday through Friday between 9:a.mand 6:p.m., Eastern Time
Sincerely,
Tracey ** ***
Executive & Regulatory Services

October 11, 2017 Revdex.comWard Parkway, Suite 401Kansas City, MO 64114 Re: Revdex.com File ***, Joseph *** Account XXXXX*** Sprint Case *** To Whom It May
Concern: Sprint is in receipt of the above-referenced inquiry of MrJoseph ***. We appreciate your assistance in bringing our customers’ concerns to our attention. In his inquiry, Mr*** stated that he was offered a $1,credit to resolve his device promotion issues but the credit was not applied to his account. Further, he stated that his account has not been credited for the Early Termination Fee, as he was promised. And last, he described an unfavorable customer service experience. As a result, Mr*** requested that we resolve his reported issues. We regret any possible misunderstanding that may have occurred regarding Mr*** referenced issues. Our records reflect that on September 26, 2017, a $1,credit was applied to his account to resolve his iPhone promotion credit dispute. Our records also reflect that on September 29, 2017, a $credit was applied to his account to offset an Early Termination Fee. We spoke with Mr*** on September 29, 2017, and he stated that his issues were resolved. He also sent an e-mail confirming that his reported issues were resolved. We appreciate Mr***’s taking time to provide details of his experience with our Customer Care 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 his concerns have been forwarded to the appropriate managerial teams for further review. If Mr*** needs further assistance with these matters, he can contact me directly by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext4235. I am available Monday through Friday between 7:a.mand 3:p.m., Central Time Sincerely, Minnie SExecutive 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 Thank you Sprint and especially Ms*** for your understanding and hard work to resolve the issues It is much appreciated
Regards,
*** ***

June 22, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case ***-Rebuttal, *** *** Sprint Account XXXXX*** Sprint Case *** To Whom It May Concern: Sprint is in receipt of the above-referenced rebuttal of Ms*** ***. We appreciate your assistance in bringing our customers concerns to our attention and regret the circumstances that led to Ms***’ contacting your agency once again. In her rebuttal, Ms*** acknowledged that the billing portion of her initial filing has been addressed and that she will follow up with us directly once she has had an opportunity to review the invoices that we sent to her in response to that matter. However, she advised that we have not resolved her report of possible hacking of her services, specifying that she continues to receive calls from an unknown private number. We regret any delay in addressing Ms***’ reported issues with unidentified callers and her belief that her device or services may have been hacked. However, as we attempted to explain to Ms*** during our June 15, 2017, conversation with her, we have no indication of her equipment or services being hacked but that we also have no means of identifying the source of anonymous or blocked callers dialing or sending text messages to her mobile number. Unfortunately, Ms*** did not permit us to complete that conversation but reiterated her belief that someone, possibly within Sprint, is making changes to her account without her authorization and causing the unwanted calls and messagesWe again attempted to confirm with her that no one is making changes to her account without her authorization and that her device and services have not been hackedHowever, Ms*** requested that we escalate her reported concerns to our management team At her request, a member of our executive management team attempted to contact Ms*** but was unsuccessful, and we have received no further communication from her. However, we believe that we have fully addressed her reported hacking concerns, and our position in that matter remains unchanged. We regret any frustration these matters may have causedWe look forward to Ms***’ contacting us again to discuss any remaining billing concerns she may have. If that matter remains unresolved, Ms*** can contact me by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####, ext***. I am available Monday through Friday between 7:a.mand 5:p.m., Central Time Sincerely, Leland *** *Executive Services Analyst

May 27,
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 Mr*** *** regarding Sprint account XXXXX***We
appreciate your bringing our customers’ 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 replace his damaged device, citing that the Total Equipment Protection plan was not added at the time of ActivationHe requested that we release him from the lease agreement associated with his Sprint device
We appreciate Mr***’ taking the time to provide us with details regarding his experiences with our retail and 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 when Mr*** accepted his current rate plan and device financing optionsDue to any miscommunication that may have been provided to him and to demonstrate our commitment to excellence, we agreed to credit a portion of the payoff costs of his device lease, contingent upon the return of his leased device to our possession
To facilitate the return of Mr***’ device, we sent a prepaid shipping label to his e-mail addressAfter the device is received in our warehouse, we will apply credits totaling $to his account and he will responsible for the remaining balance of $
We are pleased to inform you that Mr*** accepted our resolutionIf we can be of further assistance regarding these matters during the interim, 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