Sprint Corporation

July 18,
Revdex.com
Ward Parkway, Suite
Kansas City, MO
Re: Revdex.com File ***, *** ***
Sprint Account XXXXX***
Sprint Case ***
To Whom It May Concern:
Sprint is in receipt of the above-referenced complaint of *** *** submitted
on July 5, We appreciate your assistance in bringing our customer’s concern to our attention
According to the information provided, Ms*** expressed her dissatisfaction with the amount of money paid initially, after she established services with SprintMs*** stated that she was promised a monthly recurring rate of $to $all inclusiveMs*** requested that Sprint review this matter and provide her with the opportunity to return her equipment for a full refund
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
Sprint has reviewed Ms***’s complaintUpon activation of service, Ms*** was provided with a clear disclosure of her monthly recurring charges, equipment purchase, and all other applicable fees and chargesFurthermore, we were able to locate signed copies of Ms***’s Lease Agreements which include a description of the charges in questionBased on our review, we were unable to identify any miscommunication regarding the terms of Ms***’s plan or other monthly charges on Sprint’s part during the activation of her current plan
Sprint is committed to providing world-class customer service, and we stand behind our commitment with a 14-day Sprint Satisfaction Guarantee return policy on all our productsCustomers can return the device to the point of sale within that time period for a full refund (day of the days start when the device is activated)Sprint assesses a $restocking fee for devices and a $restocking fee for notebooks, netbooks or tabletsHowever, if the device is returned in its original unopened package, no restocking fee is chargedIf the service plan selected required a service agreement, no termination fee is charged when the services are canceled within days of activation and the product is returned complete and undamagedAdditionally, we will refund any activation fees within three days of activationSprint notes that our 14-day Sprint Satisfaction Guarantee return policy is conspicuously disclosed in all relevant sales and marketing materials, and is directly confirmed with the consumer as part of the purchase process
We spoke with Ms*** on July 12, 2017, to discuss her concern in detail and relayed the aforementioned informationDuring our conversation, we confirmed that Ms*** elected to port-out her phone numbers ending in *** *** *** *** *** *** to another wireless service provider on July 6, effectively cancelling her services with SprintConsequently, Sprint is unable to make any offer to provide an amicable resolution due to the decision made by Ms*** to cancel her servicesFurthermore, since she elected to cancel her services outside of Sprint’s 14-day Satisfaction Guarantee return period we must respectfully deny her request to adjust any applicable cancellation charges including but no limited to equipment charges for the respective Lease Agreements in defaultWe advised Ms*** that we confirmed return kits were arranged for each device respective in association with their Lease Agreements, which was mailed to her address on file
As such, contingent upon the return of the aforesaid equipment undamaged and in good working condition to Sprint we will adjust the Lease Device Purchase Amount charges assessed for each respective Lease AgreementWhile explaining Sprint’s Lease Agreements to Ms*** the call was disengagedAccordingly, we have attempted to contact her again to resume any communication regarding her account concerns, without successIn order to provide an amicable resolution and closure to this matter, Sprint is prepared to make a one time exception and upon return of the aforesaid equipment undamaged and in good working condition to Sprint we will agree to adjust the remaining unbilled balance of her respective Lease AgreementsShould Ms*** have any questions and/or concerns pertaining to the resolution discussed herein, we encourage her to contact the undersigned directly at the phone number noted below at her earliest convenience
We regret any inconvenience this matter may have caused Ms***If we can be of further assistance, Ms*** can contact me directly by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####I am available Monday through Friday between a.mand p.m., Central Time
Sincerely,
David H
Executive Services Analyst

Re: Revdex.com Case # ***, *** *** Sprint Account # XXXXX*** Sprint Case # *** To Whom It May Concern: Sprint is in receipt of
the above-referenced inquiry of *** *** submitted on June 5, 2017. We appreciate your assistance in bringing our customer’s concern to our attention. We are pleased to inform you that we have addressed Mr***’s concern According to the information provided, Mr*** expressed his dissatisfaction with receiving email notification from Sprint informing him that an insurance claim was filed on his account, without his consent. Mr*** requested that Sprint review this matter and asked that the appropriate action be taken Sprint has reviewed Mr***’s complaintOur records indicate that an insurance claim was filed on his account via our program administrator, Asurion on May 24, 2017. As a result, his account was assessed a $deductibleOur records further indicate that our Fraud Management group confirmed the insurance claim as fraudulent activity on May 26, 2017. Accordingly, an adjustment of $was applied on the account to offset the fraudulent charge assessed to Mr***’s account as indicated on the June billing statement. We spoke with Mr*** on June 6, 2017, and relayed the above information to him. During that call, Mr*** confirmed that his issue was previously addressed and resolved and did not have any further concernsMr*** expressed his satisfaction in Sprint’s efforts to resolve his account concerns. We regret any inconvenience Mr*** may have experienced regarding this matterIf Mr*** has any further questions about this matter, we can be reached by calling the Executive and Regulatory Services Department at ###-###-#### ext***, Monday through Friday, between a.mand p.m., Central Time. Sincerely, /s/ Terrance *** Terrance *** Executive & Regulatory Services

April 14, 2017 Revdex.comWard Parkway, Suite 401Kansas City, MO 64114 Re: Revdex.com File ***, *** *** Sprint Account xxxxx*** Sprint Case *** To Whom It May
Concern: Sprint is in receipt of the inquiry of Ms*** *** regarding her Sprint account. We appreciate your assistance in bringing our customers’ concerns to our attention. In her inquiry, Ms*** stated that she signed up for a promotion offer of percent off a new iPhone lease, however, she stated that she is not receiving the lease credit that she was offered when she purchased her deviceAs a result, Ms*** is requesting that we honor the percent off her lease that she offered was at the point of sale During our conversation with Ms***, we advised her that we have confirmed that she meets the criteria for the percent off lease promotion. Further, we applied a credit of $to offset percent off the last lease payment that were assessed to her account. In addition we confirmed her account is properly set to emulate the percent off lease offer. Additionally, we advised Ms***, that she should allow the promotion until her May 2017 bill to award. Ms*** accepted the offer and is satisfied with the resolution. We appreciate Ms***’ taking the time to provide us with the details of her experience with our Customer Care group. We regret that the level of service she received was not indicative of the world-class service we strive to provide. The feedback she provided has been forwarded to the appropriate management staff for further review. We regret any inconvenience this matter may have caused. If I may be of further assistance with this matter, Ms*** can reach me by calling Sprint Executive and Regulatory Services department toll-free at ###-###-####. I am available Monday, Tuesday, Thursday and Friday between a.mand p.m., Central Time. Sincerely, Tobias T.Executive Services Analyst

April 11,
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 complaint filed by Ms*** ***We appreciate your assistance in bringing our customers’ concerns to our attention
According to the information provided in Ms***’s inquiry, she states that her bill varies from month to monthAs a result, she is requesting to know what her bill will average monthly
During our conversation with Ms*** on April 2016, we confirmed that she has three wireless lines on her account, and on February 6, 2016, she modified the service plan for her three wireless lines ending in ***, ***, and ***These wireless lines were configured with Sprint’s GB Data Share Pack Plan, consisting of unlimited talk, text and GB of data shared among these three wireless lines on her account for $per monthShe also has Total Equipment Protection (TEP) added to all three of her wireless lines of service that bill at $per month per lineAdditionally, she also has three Installment Agreements for three devices added to her lines of service that bill a total of $monthlyShe also has three Installment Agreements for accessories that bill an additional $monthlyThe sum of these charges total $before applicable taxes, surcharges, and discountsWith the applicable taxes, surcharges, and discounts, her bill should average around $monthlyMs*** has the option to change her service plan at any time, and the change will become effective at the start of her next billing cycle
Despite being unable to confirm that a Sprint billing error occurred, we offered to apply a one-time credit of $to her account to offset a portion of one month’s service charges, in an effort to resolve this matter amicablyMs*** accepted this offer and has since paid off two of her active Installment Agreements for her accessories
Sprint is continually seeking ways to improve the quality of service provided to our customersPlease be assured that we value Ms***’ feedback and will utilize her input to improve our training processes
We regret any inconvenience this matter may have causedIf Ms*** has any further concerns, she may contact me by calling the 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

June 14, Revdex.com Ward Parkway, Suite Kansas City, MO RE: Revdex.com Inquiry ***-Rebuttal, *** *** Sprint Account xxxxx*** Sprint Case *** To Whom It May Concern: Sprint is in receipt of the above-referenced rebuttal filed by Mr*** ***. We regret the circumstances that led to Mr***’s contacting your agency once again and appreciate having the opportunity address his account concerns once more In his rebuttal, Mr*** indicated his dissatisfaction with our response to his initial filing because he has proof that he returned the referenced device to us for billing credit. He also described unfavorable customer experiences during his attempts to address that concern Upon initial review of this matter, we confirmed that Mr*** returned his leased devices for his wireless lines of service ending in *** and ***. We also confirmed that credits totaling $were applied to his account to offset the disputed Device Purchase Option charges assessed for those devicesWe were subsequently able to confirm our receipt of Mr***’s disputed iPhone device for wireless line ending in *** and to verify that credits totaling $were applied to his account on April 1, 2017, to offset the Device Purchase Option charges assessed for that device During our conversation with Mr*** on June 14, 2017, we explained the information outlined above. We also confirmed that his account currently has one active line of service and a balance due of $Mr*** indicated his understanding of and satisfaction with our actions We regret any inconvenience Mr*** may have experienced as a result of this matter. If we can be of further assistance with this concern, he can contact me directly by calling our Executive & Regulatory Services department toll-free at ###-###-####, extension *** I am available Monday through Friday from a.mto p.m., Central Time. Sincerely, Sean JExecutive 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.]Just so you know, Sprint's response does not delve into the negligence from customer service and the over charges and deceit I experienced The letter appears as though they are doing me a favor They are not They are refunding me for all of the over charges and errors post cancellation This is no free hand out I want that to be clear
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,
*** ***

July 7, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Complaint ***, *** *** Account xxxxx*** Case *** To Whom It May Concern:
Sprint is in receipt of the above referenced complaint of Mr*** ***. We appreciate your assistance in bringing our customers’ concerns to our attention According to the information received, Mr*** stated that he was dissatisfied with the monthly service charges on his account, indicating that they are higher than expectedHe further advised that he has canceled and ported his service to another wireless provider. Additionally, he was dissatisfied with his customer experience while attempting to discuss the status of his account, as well as his final balance. 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***’s 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 Sprint has completed an additional review of Mr***’s account and notes that we are unable to substantiate any billing errors. All accurate device and service charges have been applied and the balance on the account is correct. Based on this, we find no error with the account and any further collections activity is valid if the balance is not paid in full by the date due. Mr*** provided feedback regarding his recent interactions with our Customer Service representatives. We appreciate him taking the time to provide us with the details of his experience. We are continually striving to improve the quality of service provided to our customers. Please be assured that we value his feedback and will utilize his input to improve our training and processes 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 Associate Analyst

August 3, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Complaint ID *** Sprint Account XXXXX***, *** ***
Sprint Case *** To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of Ms*** ***. We appreciate your assistance in bringing our customers’ concerns to our attention. According to Ms***’s inquiry, she moved to a new residence and her service deteriorated. As a result, she is requesting to terminate one of the two lines on her account without further obligation We regret that service issues led to Ms***’s decision to terminate one of her lines. Our records indicate that Ms***’s new residence is located within Sprint’s coverage area; however, we note that the new residence is on the border of coverage, which could attribute to the issues Ms*** described. Although roaming coverage is available outside of the fringe area, we agreed to accept return of her device and waive one-half of the accelerated lease charges of $252. Ms*** accepted this offer and subsequently returned the device and remitted payment for $126. We received the device and applied credits to Ms***’s account to offset the remaining one-half due We apologize for any inconvenience Ms*** may have experienced as a result of this matter. Should Ms*** need further assistance with this issue, I can be reached by calling our Executive & Regulatory Services department toll-free at ###-###-####, extension ***. I am available Monday through Friday from 7:a.mto 3:p.m., Central Time Sincerely, April *** Sprint Executive Analyst

October 11, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File ***, Ericka B*** Sprint Account xxxxx Sprint Case *** To Whom It May
Concern: Sprint is in receipt of the above-referenced inquiry of MsEricka B***. We appreciate your assistance in bringing our customers' concerns to our attention In the information provided, MsB*** expressed her dissatisfaction with being provided multiple inconsistent equipment upgrade and pricing responses during her recent interactions with our Customer Care and sales representatives. Due to her loyalty and tenure with us, she requested that Sprint provide the equipment upgrade pricing offer previously presented to her for her chosen iPhone device including free shipping, monthly installment payments of $18, an account credit to offset her equipment down payment she was told she would need to pay at the time of her device order, and no requirement to return her original device to us. In addition, she requested that we waive down payment requirement due to the length of time taken to meet her request We regret any possible misunderstanding that may have occurred with regard to MsB***’s device upgrade pricing options and promotions available. However, we have been unable to identify any error on the part of Sprint related to the upgrade offers presented to her. As such, it will be necessary for us to speak with MsB*** directly in order to obtain her account security information and additional details that will aid in our review Unfortunately, our attempts to contact MsB*** on September and October and 9, 2017, via telephone and e-mail to discuss her reported concerns in detail were unsuccessful. In addition, on October 5, 2017, we sent a letter to her at her billing address of record via U.SPostal Service, acknowledging our receipt of her inquiry and our need to speak with her. To date, she has not yet responded. We appreciate MsB***’s taking time to provide details of her experience with our sales and 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 this information will be forwarded to the appropriate managerial teams for additional review We regret any inconvenience these matters may have caused MsB***. We believe that we can fully address her reported concerns, and we look forward to having the opportunity to do so. As such, if her equipment upgrade issue remains unresolved, we invite MsB*** to contact me directly by calling our Executive & Regulatory Services department toll-free at 1-855-848-3280, ext4351, and referencing case ***. I am available from 7:a.mto 3:p.m., Central Time, Monday through Friday Sincerely, Stan SExecutive Services Analyst

August 9, 2017 Revdex.comWard Parkway, Suite 401Kansas City, MO 64114 Re: Revdex.com File *** Sprint Account xxxxx***, *** ***-*** Sprint Case *** To Whom It May
Concern: Sprint is in receipt of the above-referenced inquiry filed by Ms*** ***-***. We appreciate your assistance in bringing our customers’ concerns to our attention. In the information provided, Ms***-*** stated that the device charger she purchased at one of our retail locations that quit working after a month but that our retail staff declined to allow an exchange of that product. She also described an unfavorable customer experience during her attempts to address that matter. Ms***-*** requested that we replace that charges for a different product at no charge. We regret any difficulty Ms***-*** may have experienced with the performance of her referenced device accessory, as well as any misunderstanding that may have occurred regarding our purchase exchange process. During our conversation with Ms***-*** on July 27, 2017, we explained that Sprint offers a 14-day return timeframe for all devices and accessories and that, because that return period had expired by the date she attempted to exchange her malfunctioning accessory, we are unable to identify any error on the part of Sprint regarding this matter. However, because we value her tenured business with us, we contacted the manager of the referenced retail location for further review and assistance.We are pleased to confirm that the store manager agreed to allow an exception and to contact Ms***-*** to arrange a time for her to return to the store to receive a replacement charger. We spoke with Ms***-*** again on August 8, 2017, to provide that updated information, and she agreed to return to the retail store and to contact me if she has any additional concerns related to this matter.We appreciate Ms***-***’s taking time to provide feedback regarding her experience with our retail store representative. We are continually seeking ways to improve the quality of service provided to our customers. Please be assured that we value her feedback and that her concerns have been forwarded to the appropriate managerial staff for further review. We regret any inconvenience these matters may have caused. If we can be of further assistance with these issues, Ms***-*** can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, extension ***I am available Monday through Friday from 8:a.mto 4:p.m., Central Time. Sincerely, Jennifer F.Executive Services Analyst

April 25,
Revdex.com Serving Greater Kansas City
Ward Parkway, Suite
Kansas City, MO
***
Re: Revdex.com Case ***, *** ***
Sprint Account ***
Sprint Case: ***
To Whom It May Concern:
Sprint is in receipt of the
above-referenced complaint of *** *** submitted on April 5, We appreciate your assistance in bringing our customer’s concern to our attention
Mr***’s filing expresses his dissatisfaction with unauthorized activity associated with his Sprint accountMr*** stated that two fraudulent lines of services were added to his account without his knowledgeMr*** requested that Sprint review this matter and take the appropriate action
Sprint has reviewed Mr***’s complaintOur Fraud Management group investigated this matter and determined that an unknown third-party activated fraudulent lines of services on Mr***’s accountAs such, we cancelled the fraudulently activated lines of services associated with phone numbers ending in *** and ***Additionally, we applied adjustments to Mr***’s account to negate the fraudulent charges related to the aforementioned phone numbers
In an effort to ensure that Sprint has satisfactorily resolved Mr***’s account concern, we attempted to contact him via phone and e-mail on April 7, 11, 14, 18, and 2017, without success, and we mailed a letter to his address on file on April 14, 2017, advising him of our need to speak with him directly regarding his filingUnfortunately, we have not received a return call from Mr***Should Mr*** require further assistance with this matter, we urge him to contact the undersigned directly at the phone number noted below at his earliest convenience
We regret any inconvenience this matter may have caused Mr***If I can be of further assistance, Mr*** may contact me directly by calling Sprint’s Executive & Regulatory Services Department at ###-###-#### Ext***I am available Monday through Friday from a.mto p.m., Eastern Time
Sincerely,
/s/ Hakima W
Hakima W
Executive Service Analyst

August 3, Revdex.com Ward Parkway, Suite 401 Kansas City, MO Re: Revdex.com Case ***, *** *** 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 the information provided, Mr*** expressed his dissatisfaction with his recent payment applying toward his services instead of toward the pay-off of his leased device as intended, leading to an interruption of his services due to non-payment of outstanding device lease charges. Mr*** also described unfavorable customer experiences during his mother’s attempts to address that matter on his behalf. He requested that we correct his payment allocation and provide credit for the reconnection fee assessed when his services were restored We regret any possible misunderstanding that may have occurred regarding Mr***’s referenced payment. Our records reflect that his payment was remitted on July 8, 2017, as a pre-cash payment, which can take up to four hours to postWe also confirmed that he remitted an additional $payment on July 8, 2017, to satisfy his device upgrade activation feeAs a result of our review, we are unable to identify any error on Sprint part. During our conversation with Ms***, Mr***’s mother, on August 1, 2017, we explained the details noted above. We also confirmed that his payment has properly applied toward his equipment pay-off and that his account is in good standing. In addition, we informed her that we applied a $credit to Mr***’s Sprint account to offset the reconnection fee assessed as a courtesy due to any misinformation that may have been provided to him related to his payment and account status, leaving his account with an adjusted balance due of $112.94. Ms*** confirmed her satisfaction with our resolution We appreciate Mr***’s and Ms***’s taking time to provide details of their 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 these concerns will be forwarded to the appropriate managerial staff for further review We regret any inconvenience Mr*** or Ms*** may have experienced as a result of these matters. If we can be of further assistance with these concerns, they can contact me by calling our department toll-free at ###-###-####, extension ***. I am available Monday through Friday between a.mand p.m., Central Time Sincerely, Beatrice R 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 reject this answer that was given by sprint as I have told them repeatedlyI was not there therefore I am unable to answer their security question orany other information they need to get in my account because I didn't set itup.if this is not resolved to my satisfaction then I will have no otherchoice but to seek legal advice
Regards,
*** G***

October 5, 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 the information provided Mr*** expressed his dissatisfaction with the length of time taken for us to provide service referral credits owed to him and the Sprint customer who referred him to us, advising that he activated his new services in April but has not received his award. Mr*** also described unfavorable customer experiences during his attempts to address that issue. We regret any possible misunderstanding that may have occurred related to Mr***’s promotional offer. Our Referral Rewards program invites existing customers to refer friends or family members to Sprint. In exchange, we will provide a $prepaid gift card to the referrer and the referee for each new qualifying line of Sprint service activated. Each referred line of service must be a new activation with a qualifying rate plan and equipment obtained with one of our device lease or installment billing purchase agreements. In addition, the referee must be a new-to-Sprint account, as adding a line to an existing account is not eligible Our records reflect that Mr*** ported five mobile numbers to Sprint from another network in April and that he and the referrer met the requirements to receive the promotional prepaid gift cards. However, we have no record of either Mr*** or the referring customers having followed the required promotional registration process. As a result, the requested gift cards were not processed. During our October 4, 2017, conversation with Mr***, we explained the details noted above. We also informed Mr*** that, while we are unable to identify any error on the part of Sprint related to his dispute or to provide any details about the status of the gift card promotion as related to the referrer’s account, our records reflect that credits totaling $were applied to Mr***’s account on September 29, 2017, by representatives of our Customer Care department in lieu of processing his promotional gift cards. We are pleased that Mr*** confirmed his satisfaction with that resolution We appreciate Mr***’s taking time to provide details of his experiences with our retail and 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 these concerns have been forwarded to the appropriate managerial staff for further review We regret any inconvenience these matters may have caused but are pleased that we were able to address Mr***’s reported concerns to his satisfaction. If we can be of further assistance with these issues, he can contact me directly by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####, ext***. I am available Monday through Friday from 7:a.mto 3:p.m., Central Time Sincerely, Katherine DExecutive Services Analyst

June 6, 2017 Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File ***, *** F* Sprint Account xxxxx*** Sprint Case *** To Whom It May
Concern: Sprint is in receipt of the inquiry of Mr*** F*. We appreciate your assistance in bringing our customers’ concern to our attention According to the information received, Mr*** stated that his daughter upgraded her device at Sprint Store and was offered Harman Kardon Onyx Studio Black Speakers as part of a promotional dealMr*** states that his daughter was not informed that the speakers were on an Installment Billing Agreement and required a monthly installment chargeHe states that they attempted to return the speakers, but the store would not take them back, as the 14-day return period had expiredMr*** would like to return the speakers, cancel the associated Installment Billing Agreement and a refund of any money paid toward the speakers We spoke with Mr*** on June 6, 2017, and reviewed his accountWe informed Mr*** that his daughter signed the Installment Billing Agreement for the speakers the same day she upgraded her device and that the Installment Billing Agreement is valid. Mr*** stated that his daughter was not fully informed that there were charges associated with the speakersAs a one-time courtesy we agreed to cancel the Installment Billing Agreement associated with the Harman Kardon Onyx Studio Black SpeakersUpon receipt of the item in Sprint’s warehouse, in good condition, using the Return Kit provided, the Installment Billing Agreement canceled and the cancelation charge will be adjusted. We ask that Mr*** complete the return transactions by June 27, 2017, the end of current billing cycle, as this offer will expire on this date. Mr*** states that these actions have resolved his issue We regret any inconvenience this matter may have caused. If I can be of further assistance with this matter, Ms*** can contact the Executive & Regulatory Services department toll-free at ###-###-#### extension ext***. I am available Monday through Friday between 9:a.mand 6:p.m., Central Time Sincerely, Leland *** *Executive Services Associate Analyst

August 7, 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 the information provided, Ms*** expressed her dissatisfaction with the outcome of her previous complaint. She stated she had provided the requested documents as needed for the Contract Buyout promotion; however, she stated that she had not received a response. Ms*** requested that we honor the promotion and pay her switching costs that resulted from switching to Sprint Our records reflect that on May 16, 2016, Ms*** ported in three lines of service and traded in three devices. Ms*** received a $Buyback credit for each device, which was used towards the purchase of her new Sprint devices. Per the terms and conditions of the Contract Buyout promotion, Sprint will cover switching fees up to $via a Visa Prepaid Card, less the tracredit provided by Sprint. The itemized bill that Ms*** provided, reflected a Device Payment Buyout Charge of $199.92, which was assessed per device, as a result of porting out the corresponding phone numbers. As a result of Ms***’s switching costs being less than the awarded Buyback credit per device, there is no further credit or reward card due per phone number We spoke to Ms*** on July 13, 2017, and outlined our aforementioned findings. Ms*** expressed her understanding of the outlined information. Accordingly, Sprint considers this matter fully addressed and resolved We regret any inconvenience this matter may have caused Ms***, and we appreciate her continued business. If we can be of further assistance, Ms*** can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, extension ***. I am available Monday through Friday between 8:a.mand 4:p.m., Central Time Sincerely, Leslie *** Executive Services Analyst

July 12, Revdex.com Ward Parkway, Suite Kansas City, MO Re: File ***, *** *** *** Account XXXXX*** Sprint Case *** To
Whom It May Concern: Sprint is in receipt of the above-referenced complaint of *** ***We appreciate your assistance in bringing our customer’s concern to our attention According to the information provided, Ms*** states that she visited a Sprint store to upgrade her iPhone to an iPhone Plus. She later learned that an additional line of service was added to her account instead of an upgrade to her existing line. Ms*** states that she has been unable to resolve the issue and is requesting a refund of the down payment made for the iPhone Plus, credit for the amount paid for the additional line of service, the return of the iPhone that she traded in, and be allowed to return the iPhone Plus We spoke with Ms*** on July 11, 2017, and verified that on February 22, 2017, she visited our retail store to upgrade her deviceWe further confirmed that during the sales transaction, instead completing an upgrade, a new account was established for the iPhone Plus. To address this matter, we have canceled the new account and removed all chargesMs*** confirmed that she will continue service with the original account using the iPhone Plus device and that her concerns are now resolved We appreciate Ms*** taking time to provide details of her experience with the retail store. We are continually striving to improve the quality of service provided to our customers. Please be assured that we value customer feedback and that Ms***’s concerns will be forwarded to the appropriate managerial staff for further review We regret any frustration this matter may have caused. If we can be of further assistance, Ms*** can contact me directly by calling the Sprint Executive & Regulatory Services Department toll-free at ###-###-####, ext***. I am available Monday through Friday between a.mand p.m., Central Time Sincerely, Michael G Executive Services Analyst

February 17,
Kansas City Revdex.com
Ward Pkwy, 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 ***
*** submitted on January 20, We appreciate your assistance in bringing our customers’ concerns to our attention
According to the information provided, Mr*** expressed his dissatisfaction with his attempts to address his equipment billing concernsMr*** stated that upon cancelling the account, he was assessed Lease and Monthly Installment Billing accelerated cancellation chargesAdditionally, Mr*** stated that he contacted Sprint to request an equipment return kit; however his request was not processedHe further stated that as a result of not receiving the equipment return kit, his account balance was forwarded to an outside collection agency for additional collections effortsTherefore, Mr*** requested that Sprint review these matters, mail his equipment return kit and apply an adjustment to offset the aforementioned cancellation accelerated charges
Sprint has reviewed Mr***’s complaintOur records indicate that Mr*** is an authorized end user and not the account holderAs such, in November 2014, the authorized account holder purchased and activated device via Sprint’s Leasing programPlease be advised that effective on September 19, 2014, Sprint launched the Sprint Lease program, which 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 deviceMore information regarding the Lease program is available at our website, www.sprint.com/lease
In December 2014, the authorized account holder purchased and activated a device via Sprint’s Monthly Installment Billing programSprint’s Monthly Installment Billing program allows customers to purchase an eligible smartphone or basic phone with a variable down payment, depending on device, and agree to monthly installment payments for deviceIf the device is canceled prior to fulfilling its monthly payments, the remaining cost of the device will be charged to the customerFor additional information and eligibility requirements customers can visit www.sprint.com/easypay
Our records further reflect that in October 2016, Sprint processed a port request to port-out two out of three lines of serviceAs a result, in October 2016, the authorized account holder’s account was assessed a Lease Device Purchase Amount, plus a Lease cancellation charge, associated with the leased deviceAdditionally, the account was assessed Installment Billing accelerated cancellation chargeAs such, the aforementioned charges were applied to the account balance and were reflected on the October invoiceOn December 2016, Mr*** contacted Sprint and requested two, equipment return kitsHowever, due to an inadvertent system error, the equipment return kits request were not fully processed until January and mailed to the billing address on fileAdditionally, our records further reflect that in December 2016, a payment was applied to the account balanceFurthermore, in January 2017, Sprint processed an equipment return for the leased device, resulting in a credit applied to offset the Lease Device Purchase AmountCurrently, the account is canceled and reflects a credit balance, which was processed as a refund and mailed to the billing address on filePlease allow days for the account holder to receive the refund check
We spoke with Mr*** on February 17, 2017, and relayed the aforementioned information to himMr*** has expressed his satisfaction regarding the resolution of his account concerns
We apologize for any inconvenience we 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 a.mand p.m., Central Time
Sincerely,
Chanda L
Executive and Regulatory Services Analyst

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meAnd thanks to Revdex.com for helping me and to SPRINT Officer Sean J*** for taking care of this issueI'm really happy with this decisionthanks
Regards,
*** ***

May 6, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File *** Sprint Account XXXXX6843, *** *** Sprint Case *** To Whom It May
Concern: Sprint is in receipt of the above-referenced inquiry filed by Mr*** *** We appreciate your assistance in bringing our customers’ concerns to our attention In the information provided, Mr*** expressed his dissatisfaction with additional equipment charges assessed to his account when he upgraded his handset via Sprint’s Galaxy Forever promotion, citing that the charges are associated with his previous device. Mr*** requested that we remove those equipment charges, which he believes were assessed in error We regret any possible misunderstanding that may have occurred related to our referenced promotional offer. However, as we explained during our conversation with MrWardlow on May 5, 2016, our Sprint Galaxy Forever promotion began in February and was not available when he acquired his previous device in March with a Sprint equipment lease agreement We also explained that, in March 2016, Sprint identified a billing error in which Mr*** was not billed in previous months for his equipment lease executed on March 29, and that the charges assessed to his account on March 22, 2016, were to bring his lease charges current to a status of no more than days back. Based on the information outlined above, we confirmed that Mr*** original total lease charges across the life of his lease contract have not changed However, as a demonstration of our commitment to excellence, and due to any misinformation that may have been provided to him regarding his billing, we offered to apply credits totaling $to his account to offset the accelerated equipment charges assessed when his Sprint lease was cancelled on March 3, 2016. Mr*** accepted our offer and confirmed that his issues have been addressed to his satisfaction We appreciate Mr***s taking time to provide details of his experience with our Customer Care and retail representatives. We are continually striving to improve the quality of service provided to our customers. Please be assured that we value his feedback and that his concerns have been forwarded to the appropriate managerial staff for further review We regret any inconvenience these matters may have caused. If Mr*** requires additional assistance with these matters, he can contact me directly 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