Sprint Corporation

February 20, 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*** ***, and we appreciate the opportunity to address her concerns. In her inquiry, Ms*** states that she upgraded her phone and changed her plan, and she believes she was quoted $per month for her billing. She further advises that a $discount was recently removed, and her invoices are now higher than $per month. Therefore, she is requesting that we review this matter, and add the $loyalty credit back to her account During our conversation with Ms*** on February 6, 2017, we advised her that the $loyalty service credit that was previously on her account, was applied directly to her previous lease agreement, which has been paid off. As a result, no further awarding of this discount is due to the account. However, due to any misunderstanding, and to bring closure to this matter, we offered a one-time $credit, which is the $credit for months. Ms*** accepted this offer. As a result, we applied credits to her account on February 16, 2017, resulting in a $credit balance. At this time, Ms***’s monthly charges are $before applicable surcharges and taxes. Based on the outlined actions taken, Sprint considers this matter fully addressed and resolved. Consequently, no additional credits will be extended regarding this issue We regret any inconvenience Ms*** may have experienced trying to resolve her concerns. If she needs further assistance with this matter, I can be contacted by calling the 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, Michal MExecutive Services Analyst

May
25,
Revdex.com
Ward Parkway, Suite
Kansas City, MO
Re: Revdex.com Case ***,
*** *** ***
Boost Mobile Inquiry
Sprint Case
***
To
Whom It May Concern:
Sprint
is in receipt of the above-referenced inquiry, filed by Mr*** *** ***
regarding our Boost Mobile product. We appreciate your assistance in bringing our customers’ concerns to our
attention. According to the
information provided, Mr*** has not been able to place and receive phone
calls or send or receive text message from his home service address. He requested that the service issues be
resolved and to receive an account credit for the time that he has been
impacted by this issue.
During our discussion with Mr*** on May 3,
2017, we agreed to provide him with a complimentary LG Kdevice to use and see
if there was any positive impact to his user experience. At that time, we also credited his account
for one month of service charges in the amount of $60. Furthermore, we confirmed that his concerns were
forwarded to our Technical Support team to further investigate the issues
outlined in his inquiry. Our Technical Support
team confirmed that
the address associated with his Boost Mobile account is within our coverage
area; however, there are no current outages that could lead to the issues
outlined in his inquiry.
During a follcall with Mr***
on May 9, 2017, in an effort to bring this matter to a resolution, we provided him
with a replacement handset. On May 15,
2017, although Mr*** received a replacement handset he continued to
experience the same issue he previously reported. In an effort
to further investigate Mr***’s service related concerns we advised that
we would forward the details of his reported issues once more to our Technical
Support team. During our subsequent conversation with Mr***
on May 17, we explained that our Technical Support team advised there
were no issues found in his home usage area.
In an effort to resolve this matter, we agreed to replace his handset
with a Samsung Galaxy JPerx at no cost to him on May 19, 2017. On May 23, 2017, we applied a final credit in
the amount of $58.33. As of May 25,
2017, we confirmed with Mr*** no longer experiences the issues
previously reported. We are pleased to
inform that this matter has been fully addressed and resolved
On
behalf of Sprint, I apologize for any inconvenience Mr*** may have
experienced. If he requires any
additional assistance, he can contact me
directly by calling the Sprint Executive & Regulatory Services department
toll-free at ###-###-####, ext***.
I am available Monday through Friday from 8:a.mto 4:p.m.,
Central Time
Sincerely,
Marco
M
Executive
Services Analyst

June 15, 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 Mr*** ***. We appreciate your assistance in bringing our customers’ concern to our attention According to the information received, Mr*** stated that he has been paying for insurance for the devices on his account for months and recently was advised that he did not have insurance when he attempted to have the screen on the devices repaired. He is requesting for the devices to be repaired or replaced All new Sprint devices and/or Mobile Broadband devices come with a limited one-year manufacturer’s warranty. Sprint customers are also given the option to subscribe to our Total Equipment Protection (TEP) option within the first days of activating a new device. TEP provides Sprint customers with a cost-efficient way to protect themselves against loss, damage, and wear and tear to their device that is not covered under the provisions of the limited one-year manufacturer’s warranty. If a customer subscribes to TEP and the problem with their device is covered under the Equipment Service & Repair Program (ESRP) portion of TEP, the device will be repaired or replaced at no charge at a Sprint service and repair center for the first two visits. Replacement devices may be of a like or comparable model. If the problem with the device is covered under the Equipment Replacement Program (ERP) insurance portion of TEP, they may contact Asurion, the program administrator, to file a claim. A $up to a $deductible, depending on the device model, is required at claim approval. Further details regarding TEP and the coverage’s under ESRP and ERP may be found at www.sprint.com/tep. Our records reflect that Mr*** subscribes to Total Equipment Protection on the telephone numbers ending in *** and ***. The telephone numbers ending in *** and ***, are associated with Tablet devices and do not have Total Equipment Protection We spoke to Mr*** on June 14, 2017, and provided him with the above-referenced information. He clarified that the two devices that he was requesting to be repaired or replaced were the tablet devices which do not have Total Equipment Protection. He stated that he did not want to be out the expense of a repair or getting a replacement. In an effort to reach an amicable resolution, we offered to cancel the numbers ending in *** and ***, with a waiver of the $Early Termination Fees, with an additional concession credit in the amount of $50. He accepted our offer and stated that he considers the issue resolved to his satisfaction We appreciate Mr*** for taking the time to provide us with the details of his experience with our Retail Store representatives. We are continually striving to improve the quality of service provided to our customers. Please be assured that we value his feedback and have forwarded it to the appropriate management for review and will utilize his input to improve our training and processes. We regret any inconvenience these matters may have caused Mr***. If we can be of further assistance, Mr*** can contact me by calling the Executive & Regulatory Services department toll-fee at ###-###-####, extension ***. I am available Monday through Friday, between 9:a.mand 5:p.mCentral Time. Sincerely, Sharon RExecutive 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:
Regards,
*** *** They need to put my balance at only I'm not up for that I need a boss to talk to me about this next I'm going to the fcc

[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
I would also like to thank *** for her professionalism and great customer service she provided to assist in this matter
Regards,
*** ***

July 21, Revdex.com Ward Parkway, Suite 401 Kansas City, MO Re: Revdex.com Case ***-Rebuttal, *** *** Sprint Account xxxxx*** Sprint Case *** To Whom It May Concern: Sprint is in receipt of the above-referenced rebuttal of Ms*** ***. We appreciate your assistance in bringing our customers’ concerns to our attention and regret the circumstances that led to Ms***’s contacting your agency once again In her rebuttal, Ms*** expressed her dissatisfaction with the length of time taken to bring closure to her unresolved concerns related to her ability to access her Sprint account online. She acknowledged that we have credited her account for charges related to that concern but requested that we bring the matter to final resolution and provide additional compensation for her time spent addressing the matter. We regret any delay in bringing Ms***’s online account access issue to resolution. Since our initial conversation with her on June 6, 2017, we have been working with our Fraud Management and technical support teams to address that concern, and we are pleased to have received an e-mail correspondence from Ms*** on July 7, 2017, confirming that she now has full access to your account online. Our records reflect that a one-time $credit was applied to Ms***’s account on June 6, 2017, as a result of the delayed resolution. Subsequently, we applied a $credit to her account to offset the late payment fee reflected on her June invoice, leaving her account with an adjusted balance due of $109.07, consisting of valid service charges. Based on our review, we believe that the value of credits already applied to Ms***’s account toward her online account access concern is appropriate. As such, and after discussing her additional credit request with our executive management team, we must respectfully decline Ms***’s request We regret any inconvenience this matter may have caused Ms***, and we appreciate having had the opportunity to resolve her account access concerns. If we can be of further assistance with this issue, Ms*** can contact me directly by calling our department toll-free at ###-###-####, extension ***. I am available Monday through Friday from a.mto p.m., Central Time Sincerely, Beatrice R Executive Services Analyst

I received a bill from *** *** *** *** (A collection Agency) in the amount of / They are trying to collect for Sprintq

[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,
*** ***

July 11,
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 inquiry of Ms*** *** regarding Sprint
account XXXXX***We appreciate your bringing our customers’ concerns to our attention
In the information provided, Ms*** described unfavorable customer experiences from our representatives during her attempts to address an equipment concern, stating that she was provided with conflicting information regarding our warranty and equipment replacement guidelinesShe requested that we replace the iPhone device for the line of service ending in *** as well as apply credit to her account due to the ongoing issues she experienced with the iPhone device for her line of service ending in ***
We regret any inconvenience that may have caused Ms*** to contact your agencyAll new Sprint devices and/or Mobile Broadband devices come with a limited one-year manufacturer’s warrantySprint customers are also given the option to subscribe to our Total Equipment Protection (TEP) option within the first days of activating a new deviceTEP provides Sprint customers with a cost efficient way to protect themselves against loss, damage, and wear and tear to their device that is not covered under the provisions of the limited one-year manufacturer’s warranty
Ms*** subscribes to Sprint Total Equipment Protection (TEP) on each of her lines of serviceTherefore, if the problem with Ms***’ devices is covered under the Equipment Service & Repair Program (ESRP) portion of TEP, her devices will be repaired or replaced at no charge at a Sprint service and repair center for the first two visitsMs*** will be charged $for each subsequent visit to a Sprint service and repair center, if her devices require repair or replacement within a rolling 12-month period
If the problem with Ms***’ devices is covered under the Equipment Replacement Program (ERP) insurance portion of TEP, she may contact Asurion, the program administrator, to file a claimA $up to a $deductible, depending on the device model, is required at claim approvalFurther details regarding TEP and the coverage’s under ESRP and ERP may be found at www.sprint.com/tep
During our July 10, 2017, conversation with Ms***, we provided the referenced information, and she accepted our response but reiterated that this was not properly explained to her during her store visitsTo resolve the issue with the referenced device for the line of service ending in ***, a credit of $was applied to her account by one of our Customer Care representatives on July 6, Because the device for the line ending in *** was determined to be damaged, we offered to apply a credit to Ms***’ account, as a courtesy, that is equivalent to the amount of the deductible, which she acceptedMs*** agreed to contact our office directly after the claim has been filed
If we can be of further assistance regarding these matters during the interim, Ms*** can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, extension ***I am available Monday through Friday between 9:a.mand 5:p.m., Central Time
Sincerely,
Tiffany G
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:Stan, First you are not being forthright and honest in your replyYes not all devices are compatible on all networks, this we knowThe iPhone however is, it has both antennas and can work on both GSM and CDMA networks so please don't try and get technical stating incompatibly issuesWhat you are not commenting on is the hours I spent on the phone with many of your representatives telling me they would "unlock" my phoneYou have records of this in which you stated on our phone call that you could seeI also have records of them TELLING me the phone was unlocked and I would be able to sell it, for which I did only to then be told by the buyer that it was not in fact unlocked even after being told by Sprint it was, again I have records of this conversation This not only caused me to be put in bad standing by the site in which it was sold though, but also locked my PayPal and affected my feedback (I'm still dealing with PayPal on this issue to this day)I see you make no mention of thatYou also state that you upheld your end of the bargain by unlocking my phone on May 27th, but the contract was paid of entirely on April 5thSo not until 22+ hours later and almost two months way MY device finally unlocked by SprintAll other circumstances for a unlock were met by me prior to that dateI asked to be refunded for the phone in it's entirety MSRP and I would turn the device over to Sprint because I no longer wanted to deal with trying to sell a device that had already caused me the headaches that this one hadAn offer of which you declined. So if you're telling me that you honestly feel you've met your obligations by unlocking a device almost two months after it was paid off and I have to spend HOURS on the phone with many different representatives then we have a very different idea of what meeting obligations is. Also I would like to mention on five of these occasions I was told I would get a call back from one of these representatives as soon as the phone was unlocked to confirm that it was and never once did this happenIt was not until I filed a complaint on here was I actually contacted.
Regards,
*** ***

September 25, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File *** Sprint Account xxxxx***, Henrietta ***
Sprint Case *** To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry filed by MsHenrietta ***. We appreciate your assistance in bringing our customers’ concerns to our attention In the information provided, Ms*** disputed the additional charges reflected on her invoices. Ms*** stated that she originally requested that all lines of services be blocked from incurring additional charges, including purchases and international use. Additionally, Ms*** expressed her dissatisfaction that the payment for the disputed charges was drafted from her bank account before she had the opportunity to dispute them. Ms*** requested a refund of $for the disputing charges We regret any misunderstanding that may have occurred related to Ms***’s Sprint billing and the length of time taking to resolve this matter. Our records reflect that Ms***’s Sprint account was assessed $for international usage between June and August 2017. During our discussion with Ms*** on August 31, 2017, although we sustain that the charges are valid, we agreed to apply credits totaling $to offset a portion of the valid international charges. Additionally, we blocked international services to the five lines of service active on her account as of September 22, 2017. Further, we referred Ms*** to sprint.com/myaccount to manage additional purchase permissions and features available for each line of service. These credits will be reflected on Ms***’s September invoice. Ms*** confirmed that her issues have been addressed and resolved to her satisfaction We appreciate Ms***’s taking time to provide details of her experiences 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 these issues may have caused Ms***. If we can be of further assistance with these concerns, he is welcome to contact me directly by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-#### ext***. I am available Monday through Friday between 7:a.mand 3:p.m., Central Time Sincerely, Michael GExecutive Services Analyst MG/lk

November 15, Revdex.com *** Parkway, Suite Kansas City, MO Re: Revdex.com Case ***, *** E*** Account XXXXX*** Case *** To Whom It May Concern: Sprint is in
receipt of the inquiry of Mr*** *** regarding his Sprint account. We appreciate your assistance in bringing our customer’s concern to our attention. According to the information provided, Mr*** expressed his dissatisfied with the level of customer service he received while attempting to address his payment and account status concerns. We spoke with Mr*** and his wife, Ms*** *** regarding his concerns. We apologized for any possible miscommunication that may have occurred and that the level of customer service received did not meet his satisfaction. Upon review of his account, we confirmed that no refund is due because the payment in question was initially posted to his account, then removed when Sprint was notified that it did not clear his bank. As a one-time courtesy, credits totaling $were applied to his account to offset a portion of his service charges. We also confirmed that his payment of $remitted November 14, 2016, satisfied his past due charges. As a result Mr***’s account is in good standing with a balance of $due by November 26, 2016. Mr*** stated that he is satisfied with this resolution. We regret any inconvenience that this matter may have caused. If I may be of further assistance with these matters, Mror Ms*** can reach me by calling the Sprint Executive & Regulatory Services Department toll-free at ###-###-####. I am available Monday through Friday from a.mto p.m., Central Time Sincerely, Clara CExecutive Services Analyst

July 11, 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 Ms*** ***, which was forwarded to the Executive & Regulatory Services department for review. We appreciate your bringing our customer’s concerns to our attention In the information provided, Ms*** stated that she removed her name from her account via a three-way call with Sprint that included authorized subscribers on her accountMs*** stated her name has not been removed as requested. Ms*** asked that we review her request accordingly and have her name removed from the Sprint account We regret any misunderstanding that may have occurred regarding this matter. We attempted to contact Ms*** on June 27, July and July 10, 2017, via phone, e-mail, and by mailing correspondence to her home address regarding this matter, but we have not been able to reach her. However, we have reviewed her request in an attempt to provide a response We can advise that Sprint only allows customers to change the name on an account due to marriage, divorce, legal name change or misspelling of name at account setup. Anything other than the aforementioned requirements results in a change of ownership. Ms*** can visit www.sprint.com/changeofownership to access the requirements for change of ownership. She and the subscriber accepting the change of ownership can also visit one of our retail stores for assistance with this matter. Should MsStore still have additional questions, she can contact me at the information below We regret any inconvenience that this matter may have caused. Should there be any additional questions or concerns, Ms*** 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

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Assumed Answered]
Complaint: ***
I am rejecting this response because:I have told the business several times before I do not see this as closed as one of the main reasons why it was open was because of the hours of my personal time I had to put in to finding a resolution then having to backtrack several times as Sprint did not fix the issue as statedIf they are willing to fall back on the fact that any statements said during a phone call are not substantial then how can I trust when they call to give me a rebate of 50$ as they claimThey have time and time again shown a blatant disregard to customer concerns, time, and issues that I have described beforeThe offer of 50$ to consider this matter closed was statement for me to just let the case go and I told them over the phone me working them with for over hours is work more then 50$The disregard to changing the invoice to show accurate charges shows the direct negligence that they are providing inaccurate information to customers
Regards,
*** ***

Complaint: ***
I am rejecting this response because: the refunded amount does not match the charged amount from my initial purchaseI greatly appreciate ***'s help in this entire process and will accept the response as soon as this last part is resolvedI was charged on the MSRP of the Note devices, thus paying over $in tax for the two devices (see attached receipt)When I returned my Note and swapped it for the SEdge, I received the price difference of $and tax for $100, resulting in a total refund of $$tax is far less than the $100+ in tax I had to pay for each Note *** is still working on assisting with this last part and her team is currently looking into the matter.
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,
Muriel ***

I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards,
*** ***

Dear Revdex.com,The complaint ID: filed against Sprint has been resolvedA VP of Sales at Sprint has responded to me and discussed the issue with meCredits were issued to my bill and Sprint has promised to ensure that future charges related to this dispute will not appear on my monthly
bill going forward. Thank you for your assistance and for providing a valuable resource for consumers!Kindest Regards,*** ***

#*** Revdex.com:
I wanted to find out how to close a complaint that I filed w/ SprintI'm currently satisfied with the outcome of my complaint w/ Sprint.Thank you,*** ***

February 16, 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. According to the information provided, Ms*** stated that she was advised that Sprint would reimburse her for the cancelation charges from her old service provider. Ms*** also states that she was told that we sent out two gift cards of $each but she never received the cardsShe further advised that she believed her that all the required information was provided to Sprint at the store for these promotions and that our store would process the rebate requestsMs*** requested to have her rebates honored and to pay off the balance from her old service provider We contacted Ms*** on February 15, 2017, and advised that we have registered her for the Contract Buyout credits totaling up to $per line of serviceWe have also confirmed that her referral gift cards were returned back to American ExpressWe have updated American Express with her correct address to mail those cards back out. Ms*** agreed that the issue is resolved to her satisfaction. We appreciate Ms*** for taking the time to provide us with the details of her experience with our Customer Care team. We are continually seeking ways to improve the quality of service provided to our customers. Please be assured that we value Ms***’s feedback and that her concerns have been forwarded to the appropriate managerial staff for further review If we can be of further assistance, Ms*** can contact me by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####, ext***. I am available Monday through Friday between a.mand p.m., Central Standard Time Sincerely, Joel *** Executive Services Analyst