Sprint Corporation

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

November 18,
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 Ms***
*** regarding Sprint account XXXXX***We appreciate your bringing our customers’ concerns to our attention
In her inquiry, Ms*** expressed dissatisfaction with the level of customer service received from our representatives during her attempts to resolve a billing issue on her Sprint account, citing that her account was assessed an Early Termination Fee although she returned the device for the line ending in *** within the 30-day Satisfaction return policy timeframeAs a result, she requested credits be applied to her account to offset the Early Termination and late fees assessed
We appreciate Ms***’s taking the time to provide us with details regarding her experiences with our Customer Care representativesPlease be assured that we value customer feedback and that her concerns have been forwarded to the appropriate managerial staff
We regret any misunderstanding that may have occurred related to Ms***’s Sprint billingAfter reviewing our records, we verified that Ms***’s equipment was received in our warehouse on September 3, 2016; therefore, we applied credits totaling $to her account to offset the disputed Early Termination Fee and late fee, along with applicable taxes, regulatory charges and surchargesThose credits will be reflected on her next invoice
During our November 10, 2016, conversation with Ms***, she also requested that we remove the Total Equipment Protection (TEP) plan from her line of service ending in ***As she requested, we removed the TEP plan effective on that same date
We are pleased to inform you that Ms*** was satisfied with the actions taken on her accountIf we can be of further assistance regarding these matters, she 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

September 28, 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*** ***, submitted on behalf of account holder Mr*** ***. We appreciate your assistance in bringing our customers' concerns to our attention. In the information provided, Ms*** expressed her dissatisfaction with the level of customer service provided by our representatives during her attempts to address the activation of a tablet line of service on her son’s Sprint account, citing her belief that our retail employees have provided products and services to Mr*** that he does not want or need and that a restocking fee is assessed each time an item is returned. She requested that we credit his Sprint account $to return all of the additional charges her son has made in the past two years and that we stop assessing restocking fee for returned merchandise We appreciate Ms***’s taking time to provide details of her and her son’s experiences with our retail employees and regret that the level of service they received was not indicative of the world-class service we strive to provide. We are continually seeking ways to improve the quality of service provided to our customers. Please be assured that we value customer feedback and will utilize her input to improve our training and processes. We further regret any misunderstanding that may have occurred regarding the activation of the disputed tablet line of service, and her ability to cancel that line of service on behalf of her son. Sprint is committed to providing world-class customer service, and we stand behind our commitment with our Satisfaction Guarantee return/exchange policy on all our products. Our records reflect that Mr*** activated the tablet line of service on September 1, 2016, and that Ms*** attempted to cancel those services on his behalf on September 3, 2016. Although her attempt to cancel the tablet was within our promotional 30-day Satisfaction Guarantee timeframe, only the account holder is allowed to add or remove service from their Sprint account. Therefore, our retail employee declined Ms***’s request to cancel the disputed line of service, as we are also committed to protecting the privacy of our customer’s account. During our conversation with Ms*** on September 21, 2016, we explained the information outlined above. Ms*** advised that she had her Power of Attorney (POA) and Legal Guardianship paperwork with her on that day, which was not reviewed by the retail employee on that day. We reassured her that the appropriate feedback would be forwarded on the retail employee for not confirming the documents and initiating the process to have her added to Mr***’s account as the designated POA, and provided the fax number for her to forward the POA documents to the Sprint Legal department for further review. We also informed her that we are still within our promotional Satisfaction Guarantee timeframe; therefore, we requested that she return to the retail location with her son to return the tablet and cancel that line of service. We requested that she provide the details for the products we have presented to her son over the past two years in an effort to validate the $credit request. Ms*** was unable to provide details of the disputed products and Mr***’s Sprint account records do not reflect any unrequested products during the disputed timeframe. As such, we informed her that we are unable to identify a Sprint-related error that would warrant the $credit. We offered a $credit to bring that aspect of her concerns to resolution, and Ms*** accepted that credit on behalf of Mr***. The $credit was applied to Mr***’s Sprint account at that time. Ms*** agreed and we set a follow up discussion once the device was returned and cancelled We contacted Ms*** once more on September and 26, 2016, to confirm the return of the tablet to the point of sale, and to confirm receipt of the POA documents which were faxed to the Sprint Legal department on Ms***’s behalf on September 27, 2016. Once the POA has been updated by that department, the concerns Ms*** forwarded to your agency will be fully resolved. On behalf of Sprint, I apologize for any inconvenience Mr& Mrs*** may have experienced as a result of these concerns. If we can be of further assistance with these matters, they can contact me by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####, extension ***. I am available Monday through Friday between a.mand p.m., Central Time Sincerely, *** ** *** **Executive Services Analyst

November 3, 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 filed by Ms*** ***. We appreciate your assistance in bringing our customers’ concern to our attention According to the information received, Ms*** stated that on September 17, 2016, she went into her local Sprint store to upgrade to an iPhone and was advised that the iPhone was on backorder. As a result, she upgraded to a new iPhone 6s and was advised that an order would be place for the iPhone and she could return in days to pick up the device and she would receive a $trade in credit for the iPhone 6. However, when she returned on October 17, 2016, to get the iPhone she was advised that the device was not ordered and the trade in value for her iPhone would be $150. Ms*** is requesting to have the offer she received for a free upgrade to the iPhone honored, to cancel the lease agreement on the iPhone 6s and to receive a refund for what she paid for the iPhone 6s. During our conversation with Ms*** *** an authorized user on Ms*** **’s account on November 1, 2016, we explained that Sprint has partnered with a number of third-party retailers to distribute our products and services. We are grateful for their assistance in promoting our services. Our field representatives train third-party retailers on our policies, procedures, and products and regularly update resource materials for them to ensure accurate, up-to-date information is available to our existing and potential customers. We regret any misinformation Ms*** may have received regarding this matter and appreciate her feedback. The details of her experience will be forwarded to the appropriate managerial staff empowered to make changes in this area. While some iPhone devices were available on September 16, 2016, others are taking longer as the demand for certain models is very high. We are working as quickly as possible with Apple to ensure we get inventory as soon as possible We forwarded Ms***’s concern to our Retail Management team and to resolve the matter they requested that she return the iPhone 6s and upgraded her to the iPhone on phone number ending in *** on the account and cancelled the lease agreement on the iPhone 6s. Additionally, they provided a trade in credit for her iPhone device in the amount of $that the credit will award as a monthly credit in the amount of $to offset the monthly lease payment for the iPhone 7. Please note that the $monthly credit may take up to two bill periods to apply Ms*** confirmed that this issue is resolved We regret any inconvenience Ms*** may have experienced as a result of this matter. If Ms*** has any additional questions, she can contact me by calling this department toll-free at ###-###-####. I am available Monday through Friday between 8:a.mand 4:30p.m., Central Time Sincerely, Jennifer FJennifer FExecutive Services Analyst

June 28,
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 of Alisha ***,
submitted on June 8, We appreciate your assistance in bringing our customers’ concern to our attention
According to the information received, Ms*** stated that she entered two payment arrangements with Sprint to remit a payment of $and $within one week from each postingHowever, Sprint processed a payment of $877.56, without her authorizationMs*** further stated that she immediately contacted Sprint to dispute the payment and requested a refundAdditionally, Ms*** requested an adjustment totaling $to offset her bank overdraft fee chargesTherefore, Ms*** requested that Sprint review this matter, process a refund totaling $to her debit card on file and respond accordingly
Sprint has reviewed Ms***’s complaint and our records reflect that on May 16, 2017, Sprint received two payment arrangement requests for $and $via our website, www.Sprint.com to be applied towards her past due account balance, effective on May 19th and 29th of 2017, respectivelyOur records also reflect that on May 18, 2017, we received and processed a payment request of $via our website, www.Sprint.com, which was applied towards her past due account balanceMs*** spoke with our Consumer Finance management team on multiple dates and after submitting the requested documentation, on June 1, 2017, Sprint processed a refund of $877.12, to the credit card on fileBased on a review of Ms***’s account concerns, we are unable to confirm any payment errors
Please note that we attempted to contact Ms*** via telephone and email on June 12th, 13th, 21st, 26th and 28th of Unfortunately, we have been unsuccessful at reaching herWe look forward to speaking with Ms*** and encourage her to contact us regarding any concerns she may continue to have with her accountMs*** should have her PIN and security information available when she contacts us
We regret any inconvenience this matter may have caused Ms***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., Central Time
Sincerely,
Chanda L
Executive Services Analyst

I have returned both devices as requested I have yet to see an adjusted bill I have called and left voice message to *** And, I have yet to get a final adjusted statement I keep getting harrassing calls to return devices that have already been returned When I have called into the call center several times, and went into the sprint location with an appointment (waited over hr), still to get no help So, basically I have paid my bills since and not even get a true assistance with this matter This is not the first time, having an issue with sprint so, instead of making it right by getting your reps on board You basically make it seem as if it is my fault and having harrassing calls made to me This is the most horrific experience I have had with a company.
Complaint: ***
I am rejecting this response because:
Regards,
*** ***

May 2, Revdex.com
Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case ***, *** *** *** Account XXXXX*** Case *** To Whom It May Concern: Sprint is in receipt of the inquiry of Ms*** *** *** regarding her Sprint account. We appreciate your assistance in bringing our customer’s concerns to our attention. In her inquiry, Ms*** reports that when she signed up with Sprint she was promised $per phone line and up to $in reward cards to pay off her previous carrierShe states that she turned in her paperwork to the store and that they submitted the paperworkAs a result, Ms*** is requesting that she be provided the correct amounts promised with the two promotions that she was told she would receive We spoke with Ms*** on May 1, 2017, and reviewed her accountShe states that only received the reward card for the line ending in ***. We partnered with our promotions department and confirmed registration for the line ending in *** for the $Switch to Sprint JanVisa promotion and Ms*** should receive the card in to weeksWe informed Ms*** that we need a copy of her previous carrier’s bill showing the termination charges for the lines ending in *** and ***Once received, we will process the registration for the Contract Buy Out reward cards and that she should receive reward cards within 2-weeks from the time of registration, and we will also register Ms*** for the $Switch to Sprint JanVisa promotion for the lines ending in in *** and ***Once the registration is approved, she should receive the $Switch to Sprint JanVisa reward cards to weeks after registrationMs*** may check the status of the registration at www.sprint.com/Disposition/CheckStatusMs*** is satisfied with the resolution We regret any inconvenience that Ms*** may have experienced as a result of this matter. If I may be of further assistance, Ms*** can reach me by calling Sprint’s Executive and Regulatory Services Department toll-free at ###-###-####, ext***. I am available Monday, Tuesday, Thursday and Friday between 7:a.mand 5:p.m., Central Time Sincerely, Leland *** ** 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: ***Good afternoon, Thank you Revdex.com for assisting with the communication between Sprint and IIt is unfortunate how Sprint continues to tell falsehoods and give inaccurate information with regards to the device on my account and my attitude towards the situation.Please let it be noted, the device in question was not purchased in the store of Sprint or a third party but the transaction took place Over the Phone with a representative of a third party storeThere was no contract presented at the actual time of transaction as that was impossible for an over the phone transactionSprint was made aware of this and has been understanding of this information for quite some time and has tried many actions of being dishonest and deceitful with regards to correcting an error made by a representative a while agoI never agreed to a lease on any phone on the account, including the device in question, as it is the only device on an account of at least lines that is under a lease!Sprint has the capability to fix this error in their system and it is disheartening and puts me in a jam as a consumer to be at the mercy of a company that continues to display such unethical behavior from directly lying about my comments to actions on their end, that have taken place on the account to what can be done on the accountI just want this simple error done by either Sprint or a third party representative to be corrected in the system as it should be! The same way Sprint contacted the third party to stop charging me for a phone that was returned immediately (which took weeks and a complaint to be resolved), is the same way Sprint can remedy this!It is supposed to be a installment purchase and needs to be corrected as So! I do not agree nor am I satisfied with this complaint resolution thus far from Sprint and will not allow them to continue to state otherwiseBut am still waiting on a correction of the matter in their system, period! Thank you,
I am rejecting this response because:
Regards,
*** ***

June 28, 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 Ms*** ***. We appreciate your assistance in bringing our customers’ concerns to our attention. In her inquiry, Ms*** stated that her Sprint invoice has increase from $to over $in error and she returned three phones but still received device charges. She further states that she has requested assistance with this concerns; however, they remain unresolved. Ms*** is requesting to cancel her service and would like for Sprint to pay all stacost associated with establishing service with another carrier. We have reviewed Ms***’s account and find that she is billed correctly according to the services and equipment associated with her account. Further, our records confirm that four Lease Agreements on Ms***’s were canceled and upgraded with new devices in March 2017. We have confirmed that all leased devices associated with the Lease Agreements dated April 20, 2015, were returned and the Lease Cancelation charge and Device Purchase amount for each device was adjusted between May and June 21, 2017. Furthermore, we have confirmed that Ms***’s invoices include a monthly loyalty credit of $for the lines of service ending in and 8966. We spoke with and corresponded with Ms*** via email several times between June and June 26, 2017, and provided the information above. During this time, Ms*** canceled her Sprint ServiceWe have explained the additional charges that will be assessed to the account as a result of cancelation and advised that she will receive a final invoice dated July 12, 2017. Further, we respectfully decline Ms***’s request to pay all stacost associated with establishing service with another carrier We regret any frustration this matter may have caused. If I can be of further assistance regarding this matter, I can be reached directly by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext***. I am available Monday through Friday, between 9:a.mand 5:p.m., Central Time Sincerely, Terrence MTerrence MExecutive Services Analyst c: Ms*** ***

June 2, 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 Mr*** ***. We appreciate your assistance in bringing our customers’ concern to our attention. According to the information received, Mr*** stated that he cancelled his Sprint account in March and he disputed the balance and the balance was referred to a third-party collection agency for payment. He stated that he paid the balance and was advised that his account would be removed from the third-party collection agency; however, that negative reporting has not been removed from his credit report. As a result, he is requesting to have his credit report corrected During our conversation with Mr*** on May 31, 2017, we explained that as stated in our Terms and Condition of Service, which can be viewed at www.sprint.com, payment is due in full as stated on our customers’ bill. You must raise any dispute that you have regarding invoiced charges within days of the date of the invoice, or you have accepted the charges. You do not have to pay the disputed amounts while they are being investigated; however, you must pay amounts not in dispute by the due date to prevent services from being interrupted. Disputes can only be made by calling our Customer Care department or by writing to us at the address provided on your invoice. Our records reflect that a payment in the amount of $was paid to ER ***, a third-party collections agency on June 13, 2016, for the unpaid balances that reflected on his February to June invoices. Based on our research, we were unable to determine any billing errors by Sprint and sustain that the reporting on his credit report is valid. However, we have requested that the account reflects as paid in full. Please allow up to days for update. We regret any inconvenience that this matter may have caused. If I can be of further assistance with this matter, please contact the Executive & Regulatory Services department toll-free at ###-###-####. I am available Monday through Friday, between 8:a.mand 4:p.m., Central Time. Sincerely, Jennifer F.Jennifer F.Executive Services Analyst

June 15, 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 above-referenced complaint of Ms*** ***Thank you for forwarding our customers concerns’ to our attention. In the information provided, Ms*** indicated she was experiencing coverage issues and was offered a percent discount on a new device without a contract on December 11, 2016. She indicates she was offered the Samsung SEdge Gigabyte model, but the phone she received was Gigabytes. She wanted to pay her percent cost of the device upfront, but was advised she would be billed the device cost each month via installments. She paid $on January 22, 2017, but continued to experience coverage issues. She is requesting reimbursement for her portion of the device cost We reviewed Ms***’s account and determined that she purchased a Samsung SEdge device via installment billing on December 11, 2016. We confirmed Ms*** was offered a promotion with percent off the Samsung SEdge if purchased via device installments. The promotion assesses the device cost each month, but customers receive a service credit equal to percent of the cost for months. As a result, the customer is paying for half of the device cost each month. Under the terms of this promotion, it awards over months. In addition, we only have the Gigabyte model available The Samsung SEdge Gigabyte model suggested retail price is $794.99. To reach an amicable resolution, Ms*** paid $on January 22, 2017, and we issued a credit for the remaining device cost. We canceled Ms***’s device installment agreement, and she owns the device free and clear. We must respectfully decline Ms***’s request for reimbursement of the $for her cost portion of the device We investigated the network issues Ms*** described in her complaint and found that our network is performing as expected in her area. We regret that Ms***’s experience with service in her area is falling short of her expectations. We are continually seeking ways to improve the quality of service provided to our customers with our ongoing commitment to improve coverage. Our coverage map reflects Ms*** resides in “best” voice and “best” LTE coverage. We appreciate Ms*** for taking time to provide details of her experience with our customer service representatives. We are continually striving to improve the quality of service provided to our customers. Please be assured that we value customer feedback and will utilize this input to improve our training and processes. If we can be of further assistance regarding this issue, Ms*** can contact me by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####, extension ***. I am available Monday through Friday between 1:p.mand 9:p.m., Central Time Sincerely, Jennifer DJennifer DExecutive Services Analyst /ah/

March 17, 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*** states she is being billed for data overage, and she barely uses data on her device. Ms*** is requesting that the overages charges be removed We regret any frustration that Ms*** may have experienced regarding her billing issueWe attempted to contact Ms*** via the e-mail provided, *** on March 6, 9, and 16, 2017, to discuss her billing issues in detail, but we were unable to reach herWe also mailed a letter to the address on file on March 13, 2017, asking Ms*** to contact us 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 authorized to have access to the account before we can discuss sensitive account information or make any changes to the account. 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 Tuesday, Thursday and Friday between 7:a.mand 5:p.m., Central Time Sincerely, Shola AExecutive Services Analyst

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
It seems no matter what they don't care about loyal customers and can't not take any responsibility but give me solutions thst I already knowThey make very hard to speak with a live person and they arenot trying to fix it I'm tired of going back and forth with nothing being done.
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 31, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Inquiry ***, *** *** Sprint Account xxxxx***
Sprint Case *** To Whom It May Concern: Sprint is in receipt of the inquiry filed with your office by Ms*** ***. We appreciate your assistance in bringing his billing concerns to our attention. In her inquiry, Ms*** states that she is being billed monthly for a device that she has returned to Sprint. As a result, she is disputing the monthly equipment charges billed to her account and is requesting that Sprint credit the disputed charges. We spoke with Ms*** on January 31, 2017, and at that time, we confirmed receipt of her iPhone device and that credits have been applied to her account to offset the disputed monthly lease and cancellation equipment charges. Ms*** expressed her satisfaction with our handling of this matter We appreciate Ms*** for taking time to provide us with the details of her experience, as we are continually striving to improve the quality of service provided to our customers. Please be assured that Sprint has no higher priority than its customers. The telecommunications industry is extremely competitive and we realize that the quality of products and the level of customer service we provide will define our success. Our hope is that Ms*** will allow us the opportunity to rebuild her faith in Sprint We appreciate Ms***’s business and if further assistance with this matter is needed, I can be contacted by calling the Executive & Regulatory Services department at ###-###-####, ext####. I am available Monday through Friday between 7:a.mand 4:p.m., Central Time. Sincerely, Sean J*** Executive Services Analyst

April 17, 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 rebuttal inquiry of Ms*** *** regarding her Sprint account. We appreciate your assistance in bringing our customer’s concern to our attention. In her rebuttal, Ms*** expressed that her concerns have not been resolved as her invoice is still higher than expected We spoke with Ms*** on March 12, 2017, and confirmed that her invoice is approximately $more than expected as Total Equipment Protection (TEP) was added to line ending in ***. The monthly charge associated with the TEP subscription is $per month. Ms*** confirmed that she added TEP, she wants it to remain on this line, and her acceptance of the monthly charge If I may be of further assistance with this matter, Ms*** can reach me by calling the Sprint Executive & Regulatory Services Department toll-free at ###-###-####, ext####. I am available Monday through Friday from a.mto p.m., Central Time Sincerely, Clara CExecutive Services Analyst //AT

August 17, 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 at the point of sale on June 16, 2016, she was offered and accepted a free tabletShe stated she was not advised that there would be a service plan required for the tablet. She stated that she contacted our Customer Care department on August 10, and was advised that she had days to cancel her service if she was dissatisfied with the $monthly recurring charge for the tablet. She stated that she was advised that if she canceled after that time period, she would be charged cancellation fees for her two phone lines and the tablet. She is requesting to return the tablet to us since she does not consider it being free since she is billed a monthly recurring charge. 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 *** 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 pricing Our records reflect that the tablet Ms*** accepted at the point of sale was provided at no cost, contingent upon a two year agreement for the tablet and a monthly service plan, which she elected and consented to by signature at the time of activation. Sprint is committed to providing world-class customer service, and we stand behind our commitment with a 30-day unconditional return policy on all our equipment. You can return equipment to the point of sale within that time period for a full refund. If your service plan required a service agreement, no termination fee is charged when you cancel within days of activation. We spoke to Ms*** on August 16, 2016, and provided her with the above-referenced information. In an effort to reach an amicable resolution, we offered to waive the Early Termination Fee for the tablet, upon its return. In addition, we offered to credit Ms*** for the charges associated with the number ending in *** for the past two month, and an additional credit in the amount of $50. She accepted our offer and credit in the amount of $was applied to her account 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 R Executive Services Analyst

August 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 inquiry filed by Mr*** ***. We appreciate your assistance in bringing our customers’ concerns to our attention. According to the information provided, Mr*** has not received a return kit to return a damaged device he leasedMr*** advised that the store was unable to accept the device because it had damage and although he has since entered into a new lease agreement, he continues to be billed for his former lease agreement with Sprint We regret any inconvenience this matter may have caused Mr***. We contacted Mr*** and subsequently canceled the lease agreement associated with the damaged device prompting a $non-return fee to be billed to his account. In addition, we refunded the duplicated lease payments he was billed while awaiting a return kit, which totaled $240. We explained that upon receipt of the damaged device, Mr*** will receive a partial credit for its return and any residual balance stemming from the $non-return charge will be absorbed by the refunded lease payments. Mr*** confirmed receipt of the return label and advised that the returned device was dropped of at UPS We thank Mr*** for being a loyal Sprint customer. If I can be of further assistance with this matter, Mr*** can contact 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, April *** Executive Services analyst

November 23, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Inquiry ***, *** *** Sprint Account xxxxx*** Sprint Case *** To Whom It May Concern: Sprint is in receipt of the 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*** states that he ported to Sprint from another mobile carrier, and at the time of the transfer, he states that he was informed that the cancelation fees with the other mobile carrier would be paid for under the Contract Buyout promotional offer. Mr*** states that the amount owed to the other mobile carrier is $1,700, which he states has not been paid because he has not received the reward cards from Sprint. He is dissatisfied with the level of customer service he has received regarding this matter, and he is requesting assistance with obtaining the reward cards Based on a review of our records, we determined submission had been completed for the reward cards; therefore, we conferenced Mr*** with an American Express (AMEX) representative to process the reward cards. It was determined that the address on file was not correct. Mr*** confirmed that he moved after he activated service with Sprint and the address was not updated with AMEX; therefore, the reward cards were not mailed to the correct address. We confirmed that the address was provided and two reward cards of $and $were processed based on the numbers ending in *** and ***; however, no other information was foundMr*** states that he has an interaction number for the AMEX representative he spoke with who informed him that three $reward cards were processed and being mailedTherefore, we provided Mr*** with the toll-free number to contact AMEX once he found the information for the call in his records. Secondly, we asked Mr*** to provide us with a copy of his final invoice from the other mobile carrier so that we can assist him with the Early Termination Fee reimbursement he stated he has not received. Once he finds the requested information, Mr*** stated he will contact us for further assistance We regret any inconvenience that Mr*** may have experienced while attempting to resolve his reward card concerns. Should 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 FExecutive Services Analyst

September 7,
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 August
8, We appreciate your assistance in bringing our customer’s concern to our attention
According to the information provided, Ms*** expressed her concerns with the lack of coverage in her home service area of Spokane, WAMs*** stated that she is experiencing dropped calls, and incoming calls are going directly to voicemailMs*** requested that Sprint review this matter and allow her to cancel service without further cost to her
Sprint has reviewed Ms***’s complaintWe regret that the coverage in Ms***’s home service area is falling short of her expectationsWe constantly monitor our network for service and capacity-related issues, and work diligently to address any issues we identify or are brought to our attention by our customersOur research into this matter determined that Ms***’s residence is in Sprint’s coverage area
Please be advised as stated in Sprint Terms and Conditions of Service which can be viewed at ***, coverage, quality of wireless services, and data speeds may be affected by conditions beyond our controlWireless services cannot be regularly transmitted through concrete structures such as buildings, basements, walls, and various other structuresAs a result, customers may experience difficulty making or receiving calls when indoorsIn addition, data coverage is not available everywhere and service speeds are not guaranteedService speeds may depend on the service purchased and actual speeds will varyEstimating wireless coverage, signal strength, and service speed is not an exact scienceThere are gaps within our estimated coverage areas that, along with other factors both within and beyond our control, which may result in dropped and blocked connections, slower service speeds, or otherwise impact the quality of service
Customers should generally receive signal strength sufficient to make and receive calls outdoors, but signal may be lost in a car and in buildingsHowever, it is important to note that certain areas may have limited or no coverage and various factors such as terrain, foliage, and buildings which may affect actual coverage in a particular area even when estimated to be within 'best' coverageWith respect, the nature of wireless signal prevents any ***ier from providing seamless coverageSprint has made no warranty or guarantee of the sameLastly, Sprint does not charge separately for data speedsCustomers are billed according to the services and equipment they select
We spoke with Ms*** on September 6, 2016, discussed her concerns in detail and relayed the above information to herTo further investigate Ms***’s service coverage concerns in Spokane, WA we have engaged our network team to further investigate this matter to determine if the issues she is experiencing are related to network issues or device related issuesUpon completion of our investigation, we will follwith Ms*** accordingly to provide her with our findingsMs*** confirmed understanding with the information provided to her
We sincerely regret any inconvenience Ms*** may have experienced as a result of this matter and appreciate both her business and feedbackIf she has any further questions or concerns, I can be reached by calling our Executive & Regulatory Services department toll-free at ###-###-####, extension ***I am available Monday through Friday from 8:00am to 5:p.m., Eastern Time
Sincerely,
Cindy ***
Sprint Executive Analyst

June 20, 2017 Revdex.comWard Parkway, Suite 401Kansas City, MO 64114 Re: Revdex.com Complaint ***, *** *** Sprint Account XXXXX*** Sprint Case *** To
Whom It May Concern: Sprint is in receipt of the above referenced inquiry of Mr*** ***We appreciate your assistance in bringing our customers’ concerns to our attention According to the information provided, Mr. *** stated that he initiated a lease on August 1, 2016, and canceled the account on August 30, 2016. He was advised by the retail store representative that the account was canceled and he would not be responsible for any of the equipment charges. Further, he states that although he returned the device we billed him the lease accelerated charges and referred him to a third-party collection agency. As a result, he is requesting that we credit the balance on the account, cease all further collection activity and remove any negative remarks from his credit report. During our conversation with Mr***, on June 8, 2017, we apologized for any inconvenience he may have experienced as a result of this issue. Further, we advised him that we confirmed the return of the device, and applied credits totaling $to offset the lease accelerated charges. As a result, his account is closed and reflects a zero balanceMr*** accepted and is satisfied with the resolution Additionally, we have contacted the third-party collections agency and requested that further collection efforts on this account be discontinued. They will then update the credit bureaus to remove any negative reporting regarding this issue. Please allow up to days for completion of this process. Mr*** will receive a written confirmation letter from them once this has been updated We appreciate Mr***’ taking the time to provide us with the details of his experience with our Customer Care representatives. We regret that the level of service he received was not indicative of the world-class service we strive to provide. The feedback he provided has been forwarded to the appropriate management staff for further review. If I may be of further assistance with this matter, Mr*** may contact me by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####, extension ***. I am available Monday, Tuesday, Thursday and Friday from a.mto p.m., Central Time. Sincerely, Tobias T.Executive Services Analyst