Sprint Corporation

February 16, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case ***, *** *** *** Boost Mobile Inquiry Sprint Case ***
To Whom It May Concern: Thank you for forwarding the above-referenced inquiry to the Sprint Executive & Regulatory Services department. We appreciate your assistance in bringing our customers’ Boost Mobile concerns to our attention. In her inquiry, Ms*** indicated that she currently has insurance on her device provided by eSecuritel. She contacted eSecuritel, and she was sent an e-mail on how to file a claim in November 2017. She has attempted multiple times to file her claim; however, she has been unable to successfully complete a claim to receive a replacement phone. As such, Ms*** requested her device be replaced, or a refund for the monthly payments she has been making for her insurance. We initially spoke with Ms*** regarding this matter on January 25, 2017, and advised that we will contact eSecuritel, and gather the information they require. We received confirmation on January 31, 2017, that she is now able to follow through with her claim by paying her deductible. We spoke with Ms*** on February 1, 2017, and confirmed she was able to file her claim. Ms*** expressed her satisfaction with our resolution We regret any inconvenience this matter may have caused Ms***. If she has any further questions or concerns regarding this matter she can contact me directly 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, Christopher HExecutive 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,
*** ***

[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 mentioned a few people that disrespected me and still their message mentions that one agent will be reported! They have to understand its their company who doesn't care about customers, not just one personIf I saw this awful behavior from one of your agents, I would accept thisBut I was treated the same way by your low rank and high rank people the same terrible way! That shows the company culture, not one person
Regards,
Armin *** ***

This complaint was served on Sprint on March 8,
Ms*** follfilling expressed her dissatisfaction with her account being assessed Lease Cancellation charges totaling $after she returned her device to the Sprint retail storeMs*** requested that Sprint review this matter and adjust her account accordingly
As stated in our initial response, Sprint has reviewed Ms***’s complaintAccording to our records, on September 5, 2015, Ms*** purchased a Samsung Galaxy Sdevice for phone line ending in *** via Sprint’s leasing programSprint’s Leasing program allows customers to purchase an eligible smartphone or basic phone with a variable down payment, depending on device, and agree to 12, 24, or monthly installment payments for the deviceI* the service associated with a leased device is canceled prior to fulfilling its allotted monthly payments, the remaining cost o* the device will be billed to the customer as a one-time chargeMore information regarding the Lease program is available at our website, www.Sprint.com/Lease
Based on our previous communication with Ms*** on february 17, 2016, we explained to her that although the Lease Agreement is valid, Sprint has agreed to allow her to return the Samsung Galaxy Sdevice to the Sprint retail store in exchange for the cancellation o* the Lease Agreement and waiver of the Lease Cancellation chargesAs such, Ms*** accepted our resolution
Our records show on february 18, 2016, Ms*** visited the Sprint retail store and returned the device in exchange *or the cancellation ofthe Lease Agreement and the phone line ending in ***However, due to an inadvertent error the Lease Cancellation charges were not adjustedTo amicably resolve this matter, on March 8, 2016, an adjustment of $was applied to Ms***’s account to ofset the Lease Cancellation charges reflected on the March invoice
In order to ensure that Ms*** is satis*ied with our resolution, we must speak with Ms*** directlyWe have made multiple attempts to reach Ms*** regarding her concernsWe attempted to contact her at phone number ending in *** and via e-mail on March 9, 11, and o* 2016, advising her o* our receipt of her complaint and our need to speak with her directlyUnfortunately, we have not yet received a return call *rom Ms***Should Ms*** have additional concerns regarding this matter, we urge her to contact us directly upon receipt o* this letter
We regret any *rustration this matter may have caused and look *orward to hearing *rom Ms*** to address and resolve her complaintI* Ms*** would like to further discuss this matter, she can contact our o**ice toll *ree at ###-###-#### extension***I am available Monday through *riday, *rom a.mto p.m., Eastern Time
Sincerely,
/s/ *** *
*** *
Executive & Regulatory Services

[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,
Kate ***

According to the information received, Mr*** stated that when he switched to Sprint in October 2015, there was a nationwide promotion for 10GB of data for up to lines, with a waiver of the $access fee chargesIn addition, he stated that he was promised a credit of $per line for each
line switchedHe stated that that he switched a total of three lines, so he a $credit dueHe stated that after multiple calls to our Customer Care department, he was advised that the $pocredit would be applied within two billing cyclesHe stated that he did receive the pocredit on March 7, However, he stated that he is still being charged the $monthly access fees that he was advised would be waivedHe stated that he was advised of a callback from a manager within hours, however, that did not occurHe also stated that he has spent at least hours of his time to try to get a resolution and has been unsuccessfulHe is requesting the access fees be waived, credit for the access fees he has been charged and a $credit
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
Our records reflect that Mr*** met the requirements of the promotion, for the access fees to be waivedThere was a delay in the numbers being ported in, which caused the waivers not to be applied to the accountThe waiver was added on March 21, It will reflect in 1-billing cyclesIn addition, on March 7, 2016, the account was credited for four months of the access fee charges that were assessed to Mr***’s account
We spoke to Mr*** on March 23, We informed him of the above-referenced informationIn an effort to reach an amicable resolution, we offered and he accepted a one-time courtesy credit in the amount of $He stated that he considers the issue resolved to his satisfaction
We appreciate Mr***’s feedback regarding his interactions with our Customer Care representativesWe are continually striving to improve the quality of service provided to our customersPlease be assured that we value his feedback and have forwarded it to the appropriate managerial staff
We regret any inconvenience these matters may have causedIf I can be of further assistance, I can be reached at the Executive & Regulatory Services department toll-fee at ###-###-####I am available Monday through Friday, between 9:a.mand 5:p.mCentral Time
Sincerely,
*** *
Executive Services Analyst

November 18, 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 filed by Ms*** ***. We appreciate your assistance in bringing our customers’ concerns to our attention. According to the information provided, Ms*** is disputing her final bill totaling $due to being advised that she would not owe anything for terminating just a few days within the satisfaction guarantee period because of poor coverage We apologize to Ms*** for any confusion regarding the services billed during the satisfaction guarantee. We reached out to Ms*** on November 18th, 2016, to discuss her concerns in detail. We confirmed that services were enabled on August 6th, 2016, and then subsequently canceled on August 10th, 2016. Due to our current promotion for day satisfaction guarantee, where customers could try our service for up to days and not be liable for service charges, Ms***’s final balance should have been zeroed out. I made adjustments to the remaining balance of Ms***’s canceled account and she accepted this explanation and action as a resolution If we can be of further assistance, or if Ms*** has supplemental questions or concerns in the interim, she can contact me by calling the Executive & Regulatory Services department toll-free at ###-###-#### ext***. I am available Monday, Tuesday, Thursday, and Friday between 7:a.mand 6:p.m., Central Time Sincerely, Linard *** *** Associate Analyst Executive & Regulatory Services Tell us why here

June 9, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Inquiry ***, *** *** Sprint Account xxxxx*** Sprint Case *** To
Whom It May Concern: We appreciate your assistance in bringing the concern of Ms*** *** to our attention. We regret any inconvenience that she may have experienced as a result of this matter. According to the information provided in the inquiry, Ms*** indicates that her account was previously provisioned with the $GB plan with the access fees being waived for her account’s four lines of service. She states that the access fees were subsequently assessed on the account’s four lines of service. She states that we advised her that we would apply a lump sum credit to offset the access fee being assessed on one line of service. At this time, she requests that the access fees continue to be waived for four lines of service. During our discussions with Ms***, we confirmed that her account was provisioned with the $40GB Data Share plan with the access fees being waived for four lines of service until May 2017. As a demonstration of our commitment to excellence, we subsequently applied $in account credits to offset the access fee assessed for one line of service for a timeframe of monthsThe account credit also offset the access fees assessed for three lines of service reflected on the May invoice and included taxes, applicable fees and surcharges. In view of any possible misunderstanding regarding this matter, and to reach an amicable resolution, we advised her that the access fees have been updated so that they will be waived going forward on the phone numbers ending in ***, *** and *** in addition to the above-referenced lump sum account credit applied for a fourth line of service. We advised her that the access fee waivers will remain in effect for each of the above-referenced phone numbers until Ms*** changes or alters her service plan or upgrades a phone for any of the above-referenced phone numbers. We also advised her that a fifth line of service ending in *** reflects the access fee waiver in effect until October 2017. She indicated that the matter was resolved. Should Ms*** need further assistance regarding this matter, I can be contacted by calling the Executive & Regulatory Services department toll-free at ###-###-####, ext***. I am available Monday through Friday between 7:a.mand 3:p.m., Central Time Sincerely, Patricia SExecutive Services Analyst

October 11, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case ***, Silas K*** Sprint Account xxxxx Sprint Case *** To whom it may
concern: Sprint is in receipt of the above-referenced inquiry of MrSilas K***. We appreciate your assistance in bringing our customers’ concerns to our attention. In his inquiry, MrK*** expressed dissatisfaction with the level of customer service that he received from our representatives while trying to resolve his account billing issue. MrK*** stated he was advised that he is not under any agreements as he brought his own devicesHe further stated that he ported his lines to another provider due to coverage and data issues, and he was billed $in Early Termination Fees (ETF)He also stated he has refused to pay the charges and it has been reported to the credit bureausAs a result, MrK*** is requesting the charges be waived, and that we cease all collection activities Our record reflects that MrK*** started service with Sprint on October 11, 2016, with two lines of serviceOur records also reflects MrK*** ported his lines out on June 16, 2017, to another wireless providerWe confirmed that the two iPhone devices were not under any agreement. Accordingly, we adjusted $to offset the ETF charges, late fees, and surcharges incurred. With this credit, the account is in final status with a zero balance In addition, we contacted the outside collections agency and advised them to cease all further collection efforts on this account. We further confirmed no negative reporting was sent to the credit bureaus. During our October 9, 2017, conversation with MrK***, the information outlined above was explained to him. MrK*** thanked us for our help We appreciate MrK*** for taking time to provide details of his experience with 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 MrK***If we can be of further assistance with this matter, MrK*** can contact me by calling Sprint’s Executive & Regulatory Services department toll- free at 1-855-848-3280, ext6038, 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] I did receive an email from Russell B on 2/08/advising I would be contacted by a member of the management team to discuss the timeframe in me receiving the refundThis did not happen I have since received the credit to my bank, but no additional communication from sprintI am fine with the matter being closed and can only hope the customer service representative, who caused me to make this complaint, received some type of disciplinary action
Complaint: ***
I am rejecting this response because:
Regards,
*** ***

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

January 24, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Inquiry ***, Martha G*** Sprint Account xxxxx Sprint Case To Whom It May Concern: We appreciate your assistance in bringing the concern of MsMartha G*** to our attention once more. We apologize for any inconvenience that she may have experienced as a result of this matter. According to the information provided in the complaint, MsG*** indicates that she purchased two phones from nTelos in July 2016. She states that the phones were provisioned on an unlimited plan: however, when one of her daughters subsequently experienced difficulty with the performance of her phone, Sprint established a Sprint account in her nameShe also states that her daughters were provided two new phones at the Sprint store without her authorization. As a result, she disputes the Sprint account and the associated balance. During our discussion with MsG*** on January 24, 2017, she was unable to verify the account PIN or security answer in order for us to access her account and discuss her phone concern. 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, MsG*** can contact us at the number provided below at his earliest convenience, to complete the authentication of her account so that we can resolve her account balance concerns According to our initial review of our records, we confirmed that the above-referenced Sprint account was transitioned from MsG***’s nTelos account with an unlimited plan provisioned for two lines of service. Our records also indicate that the account established with Sprint/Shentel has acquired the rights to operate the former nTelos wireless network in Virginia, West Virginia, Maryland, Ohio, Kentucky, and North Carolina, which will transition to Sprint/Shentel after a multi-month Network transition process. As part of this transition, nTelos customers in the affected markets have the opportunity to either switch to Sprint/Shentel or they may choose to go to another provider. Sprint/Shentel has been offering all nTelos customers a wide range of devices and service plans at varying price points, comparable to or better than the nTelos plans, including numerous devices that will be free after discounts and credits. Affected nTelos customers who choose to switch to Sprint/Shentel will need to migrate to a Sprint device because their nTelos devices were not designed to work with all components of Sprint’s network and systems. Details on the network transition, which is expected to occur over the next several months, and promotional offers and calling plans, was already been sent to all affected customers. Accordingly, nTelos customers with questions about their former or current nTelos or FRAWG account can contact nTelos Customer Service at 1-877-4-NTELOS (1-877-468-3567) or Prepaid FRAWG customer service 1-877-ME-FRAWG (1-877-633-7294)Customers may also dial from their deviceAdditionally, because MsG*** disputes the establishment of the account, Sprint has created a fraud case. Accordingly, we will follow up with her once our fraud investigation has been completed If I can be of further assistance with this matter, MsG*** can contact me by calling Sprint’s Executive & Regulatory Services department toll free at 1-855-848-3280, extension 4132. I am available Monday through Friday, between 7:a.mand 4:p.m., Central Time Sincerely, Sean JExecutive Services Analyst

May 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. We appreciate your assistance in bringing our customers’ concern to our attention According to the information received, Ms*** stated that she was misinformed on the Switch to Sprint promotion. According to the information she provided, Ms*** stated that she was informed that she would receive a reward card with a balance of what she owed to her previous carrier to pay off her device agreements with them. However, she later was informed that when she initiated services she received an account credit with Sprint for a portion of the device credits and would only receive a reward card for the balance of the amount owed from her previous carrier. As a result, she is requesting to receive the credit balance that was applied to her Sprint account on a reward card. 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 information. In our continued efforts to provide all of our customers with the best pricing possible, we cannot fulfill any verbal offers that deviate from the formal and approved published device and/or service plan pricingFurther, as stated in our Terms and Conditions of the Switch to Sprint promotion, we will cover the fees for switching to Sprint up to $per line, via an American Express Reward Card (less travalue provided) after online registration and new phone activation. Details are available at www.sprint.com/joinsprint. Subsequently, customers are responsible for payment to the previous provider. Our records reflect that Mr***’s cancellation fees from her previous carrier are $786. She was issued a buyback credit in the amount of $for two devices and the difference is $236, which she will receive in the form of an American Express Reward Card We spoke to Ms*** on May 17, 2016, and provided her with the above-referenced information. Although no credit is due, in an effort to reach an amicable resolution, and as a gesture of goodwill, we offered to apply a credit to her account in the amount of $75. She stated she would like time to consider the offer and would contact us back. To date, we have not received a return call from Ms***. Our offer is valid for days from the date of this letter We appreciate Ms*** taking time to provide details of her experience with our retail representatives. We are continually striving to improve the quality of service provided to our customers. Please be assured that we value customer feedback and that her concerns will be forwarded to the appropriate managerial staff for further review We regret any inconvenience these matters may have caused. If I can be of further assistance, I can be reached at the Executive & Regulatory Services department toll-fee at ###-###-####. I am available Monday through Friday, between 9:a.mand 5:p.mCentral Time. Sincerely, Sharon RExecutive Services Analyst

December 29, 2016 Revdex.comWard Parkway, Suite 401Kansas City, MO 64114 Re: Revdex.com Inquiry ***, *** Sprint Account xxxxx*** Sprint Case *** To Whom It May
Concern: Sprint is in receipt of the above-referenced inquiry of Ms*** ***, which was forwarded to the Executive & Regulatory Services department for reviewWe appreciate your bringing our customers’ concerns to our attention. In the information provided, Ms*** states that she visited one of our retail stores and added a line of service to her account. She stated that the representative who assisted her informed her that the monthly service charges would be approximately $including taxes, surcharges, and fees, but Ms*** states that is not what she is paying. She further notes that she re-visited the retail store for assistance, but the issue was not resolved. As a result, she is requesting assistance with resolving her billing concerns. We regret any misunderstanding that may have occurredWe communicated with Ms*** regarding this matter on December 28, 2016, and we informed her that adjustments had been applied to her account including $on her December 11, 2016, invoice and a pending $credit, which will reflect on her January 11, 2016, invoiceWe also reviewed her monthly service charges of $for the Unlimited Freedom service plan and insurance, plus $for her device resulting in a $monthly service charge before taxes, surcharges and fees, and approximately $with the aforementioned chargesMs*** stated that she had previously spoken with one of our Customer Care representatives who helped her with her account concerns. She acknowledged understanding of the review of her account, and indicated that she primarily wanted feedback provided to the retail store she visited due to the lack of customer service she received We appreciate Ms***’s taking the time to provide us with the details of her experience with our retail store representativeWe are continually striving to improve the quality of service provided to our customer’sPlease be assured that we value customer feedback and will utilize this information in our training and processes. We regret any inconvenience that Ms*** may have experienced while attempting to resolve her billing concernsShould there be any additional questions or concerns, I can be reached by calling the Executive & Regulatory Services department toll-free at ###-###-####, ext***. I am available Monday through Friday between 7:a.mand 3:p.m., Central Time. Sincerely, Bridgette F.Executive Services Analyst

August 7, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Inquiry ***, ***, *** Sprint Account xxxxx*** Sprint Case *** To Whom It May
Concern: Sprint is in receipt of the above-referenced inquiry of Mr*** ***, which was forwarded to the Executive & Regulatory Services department for review. We appreciate your bringing our customers’ concerns to our attention. In the information provided, Mr*** stated that he agreed to pay $before taxes surcharges and fees for three lines of service. He further stated that he was informed he would be credited $for activating with Sprint; however, the plan cost and the $credit has not reflected on his invoicesMr*** indicated that his attempts to resolve this matter have resulted in unsatisfactory customer service experiences. As a result, he is requesting assistance with requiring Sprint to honor the monthly service charge and $credit he stated that he was offered Based on a review of our records, Mr***’s monthly service charges, including equipment, and before taxes, surcharges and fees is $184.34. With two equipment credits of $and $for two lines of service, the cost is decreased to $119.60. Further review of our records determined that Mr*** has three lines of service and three iPhones; however, he is receiving credit for two of the iPhone devices. A total credit of $was applied to Mr***’s account on July 14, 2017, to offset four months of the $credit that he did not receive for the line of service ending in ***. To resolve this matter amicably, we applied a total $credit for the remaining months of the 18-month agreement to satisfy the incentive for the above-referenced line of serviceLastly, Mr*** was informed that he would receive a $pocredit for an offer applicable to specified cities/statesHowever, this incentive was applicable April to May 31, 2017, which is after Mr***’s activation date of March 29, 2017. However, to resolve this matter, we applied a $credit to Mr***’s account to fully resolve this issue. We appreciate Mr***’s taking the time to provide us with the details of his experience with our Customer Care representatives. We are continually striving to improve the quality of service provided to our customer’sPlease be assured that we value customer feedback and that Mr***’s concerns will be forwarded to the appropriate managerial staff for further review We regret any inconvenience that Mr*** may have experienced while attempting to resolve his account concerns. Should there be any additional questions or concerns, Mr*** can contact me by calling the Executive & Regulatory Services department toll-free at ###-###-####, ext***. I am available Monday through Friday between 7:a.mand 3:p.m., Central Time Sincerely, Bridgette FExecutive Services Analyst

September 12,
Revdex.com Serving Greater Kansas City
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 Ms*** *** submitted on August 30, We appreciate your assistance in bringing our customer’s concern to our attention
According to the information provided, Ms*** expressed her dissatisfaction with the level of customer service she received from Sprint while attempting to resolve her billing concerns and being provided inaccurate information with regards to changing her bill due dateAccording to the information provided, Ms*** stated that she was informed that she can pay her bill on September 1, 2016, without her account being suspended; however, she received an email notification from Sprint on August 31, 2016, stating that she had six days to remit payment to her account to avoid cancellation of servicesMs*** requested that Sprint review her concerns and provide her with an apology or allow her to remit a payment on September 1, 2016, without any service interruption or fees
Sprint has reviewed Ms***’s complaintPlease be advised Sprint allows customer’s to change the bill cycle due date, however they will receive two bills in daysHowever, per policy, customers are not allowed to change their bill cycle due date when participating in Sprint’s Leasing program or Installment BillingBased on our findings, Ms***’s phone numbers ending in *** and *** were activated via Sprint’s Leasing program on July 31, 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 ***
We regret any miscommunication that Ms*** may have received with regard to the bill cycle due date and we appreciate Ms***’s feedback regarding this issueIn an effort to reach a satisfactory and mutually acceptable resolution, on August 29, 2016, Sprint has agreed to establish a payment arrangement of $112.39, which was scheduled for processing on September 3, Our records confirm that Ms*** remitted the above payment on the scheduled payment due date of September 3, As such, her account was not assessed any additional charges and is current with balance due of $as reflected on her September 3, invoice, which is due on September 23,
We spoke with Ms*** on September 8, 2016, at which time she confirmed her issues have been resolved to her satisfaction and that she had no outstanding issues with SprintWe regret any inconvenience this matter may have caused Ms***
If we can be of further assistance with this issue, Ms*** can con tact 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., Eastern Time
Sincerely,
/s/ Tracey ** ***
Tracey ** ***
Executive & Regulatory Services

Revdex.com Case # ***, *** *** Sprint Account # XXXXX*** Sprint Case # *** To Whom It May Concern:
Sprint is in receipt of the above-referenced complaint of *** *** submitted on July 27, 2017. We appreciate your assistance in bringing our customer’s concern to our attention. According to the information provided, Ms*** expressed her dissatisfaction with the purchase of her device, and as well as her inability to receive a new device from Sprint to replace her device. Ms*** has indicated that she was unaware that she purchased a pre-owned device at the third-party retail store location. AdditionallyMs*** stated that she had an unfavorable customer service experience while attempting to resolve this matterMs*** requested that Sprint review this matter and asked that the appropriate action be taken Sprint has reviewed Ms***’s complaintOur records indicate that Ms*** activated phone line ending in *** on June 8, 2017, by purchasing a pre-owned iPhone 6s 16GB device via Sprint’s Monthly Installment Billing programPlease note certified pre-owned devices are available to customers for a lower costCertified pre-owned devices have been restored to factory standards, they are inspected, remanufactured and tested to meet or exceed all Sprint quality standardsOur records further indicate Ms*** contacted our Customer Care group on July 25, 2017, stating that a new line of service was activated on July 17, 2017, to replace her pre-owned iPhone 6s 16GB device at the third-party retail store location. At that time, Ms*** was informed the new line of service was cancelled on July 20, 2017, and all adjustments were applied to her account to offset the charges generated totaling $As a result, Ms*** requested that we provide her with a brand new device in exchange for her pre-owned device, which remains active on phone line ending in ***. We spoke with Ms*** on August 3, 2017, and relayed the above information. During our discussion, we explained in order to receive a new device she must purchase a new iPhone 6s device. Further, advised her that pre-owned devices are billed at a lower cost than new devices via Sprint’s Monthly Installment Billing program. As a result, Ms*** was offered to complete an exchange for her pre-owned device; however, a new device would result in higher monthly installment billing charge. Ms*** declined our offer and requested a new device at no additional cost. While we regret that Ms*** may disagree with our offer, we are willing to assist her with the purchase of a new device in exchange for her pre-owned iPhone 6s 16GB device. We appreciate Ms*** taking time to provide details of her experience with our third-party retail store location. 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 will be forwarded to the appropriate managerial staff for further review We regret any miscommunication and inconvenience Ms*** may have experienced regarding this matterIf Ms*** has any further questions about this matter, we can be reached by calling the Executive and Regulatory Services Department at ###-###-####, Monday through Friday, between a.mand 4p.m., Central Time. Sincerely, /s/ Terrance *** Terrance *** Executive & Regulatory Services

February 5,
Lynn ***
Revdex.com
Ward Parkway, Suite
Kansas City, MO
Re: Revdex.com Case ***, *** ***
Sprint Account xxxxx***
Sprint Case ***
Dear Ms***:
Sprint is in receipt of the above-referenced inquiry of Ms***
***We appreciate the opportunity to respond
According to the information provided, Ms*** is disputing the overage charges billed to her accountAs a result, she is requesting credit for the overages charges reflected on her account
We contacted Ms*** on February 5, 2016, to address her account concernsAt that time, we confirmed that her account is currently configured with Sprint’s 10GB Data Share Pack plan, and she is exceeding the data allowance provided in the plan, therefore, incurring overage chargesMs*** has elected to modify her service plan to Sprint’s 40GB Data Share Pack plan, effective February 6, Ms*** can change her service plan at any time, and the change will become effective at the start of her next billing cycleAlthough Sprint was unable to determine an error regarding this matter, we have applied one-time credits totaling $to her account to offset the overage charges reflected on her January invoiceMs*** accepted this credit and expressed her satisfaction with this resolution
Sprint is continually seeking ways to improve the quality of service provided to our customersPlease be assured that we value Ms***’s feedback and will utilize her input to improve our training processes
We regret any inconvenience that this matter may have caused Ms*** and we appreciate her loyalty to the Sprint brandIf we can be of further assistance, she can contact us by calling the Executive & Regulatory Services department toll-free at ###-###-####, extension ***I am available Monday through Friday between a.mand p.m., Central Time
Sincerely,
*** J
Executive Services Analyst

April 26, 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 filed with your office by Mr*** *** on behalf of the account holder, Ms*** ***. We appreciate your assistance in bringing our customers’ concerns to our attention. In the complaint, Mr*** states he has a written offer indicating his total cost of service would be $plus tax. He further states the $cost includes the service plan on four lines of service and four iPhone 6s devices. Also, he states he would like to own the four devices after his respective month agreements. As a result, he is requesting we review these matters. We spoke with both Mr*** and the account holder Ms*** *** and confirmed the account was activated on November 22, 2016, with four lines of service. We confirmed the written offer Mr*** has was a cost estimate written on a business card, not the actual service agreement. We confirmed that Ms*** is being assessed the correct service plan cost per the terms of the service plan we have on file. We also confirmed that during the time Ms*** signed up for new service, we were offering a Buy One Get One (BOGO) on iPhone 6s devices purchased via the equipment installment option. Ms***’s iPhone 6s devices were purchased via a month lease, instead of the installment option. As a result, Ms*** is assessed a $lease charge for each of the four devices and is not eligible for the noted BOGO promotion Due to any possible misunderstanding regarding the cost of the devices on the account, and to reach an amicable resolution, we issued credit for $to offset two lease charges from November to April 2017. Going forward, the account will be assessed four lease charges at $each, but will receive a credit of $each month to offset two lease charges through the remainder of the month leasesAt the end of the respective leases, Ms*** will have the option to purchase the devices at the “end of life” (EOL) purchase cost or return the devices. She also has to option to continue to use the devices after the end of the respective leases; however, she will be assessed a monthly lease charge for all four devices as outlined in her lease agreements. We are matching the written price quote through monthly service credits We regret any inconvenience Mr*** and Ms*** may have experienced and are confident the account concerns have been addressed and resolved. If Mr*** or Ms*** has additional concerns, they can contact me by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####, extension ***. I am available Monday through Friday between 8:a.mand 4:p.m., Central TimeSincerely Ann HExecutive Services Analyst

April 24, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File ***, *** *** *** Sprint Account xxxx***, *** *** Sprint Case *** To
Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of Mr*** *** *** filed on behalf of Sprint accountholder, Ms*** ***. We appreciate your assistance in bringing our customers' concerns to our attention In the information received, Mr*** described unfavorable customer experiences during his recent attempts to upgrade a device associated with one of Ms***’s lines of Sprint service, advising that we provided inconsistent information related to the cost of that upgrade. Mr*** requested that we meet the device upgrade pricing originally offered or provide a refund of the $payment he remitted to pay off his current equipment early. We regret any possible misunderstanding that may have occurred regarding the ***s’ eligibility for the attempted equipment upgrade. Our records reflect that Ms***’s referenced line of service was eligible for a device upgrade but that her account was not eligible for such activity at the time of the store visit due to a pending a payment arrangement for her past-due balance. It is our policy that accounts be current prior to authorizing additional purchases. During our April 11, 2017, conversation with Ms***, we discussed the information outlined above. To fully resolve her concerns, and at Ms***’s request, we resumed the lease original equipment lease associated with the early pay-off noted above and applied a $credit to her account to offset an amount equivalent to Mr***’s payment. Ms*** indicated her satisfaction with that resolution We appreciate Mrand Ms***’s taking time to provide details of their experiences with our retail and Customer Care representatives. Please be assured that those experiences are not indicative of the level of service we expect from our employees. The feedback provided was forwarded to the appropriate management staff empowered to make changes in this area We regret any inconvenience this matter may have caused. If we can be of further assistance with these issues, Ms*** 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, Stan SExecutive Services Analyst