Sprint Corporation

June 13, Revdex.com Ward Parkway Kansas City, MO Re: Revdex.com File # ***, *** *** Sprint Account # XXXXXX*** Sprint Case # *** To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of *** ***. We appreciate your assistance in bringing our customers’ concerns to our attention According to the information received in Mr***’s follfiling, he stated that he does not agree with our prior resolution regarding his dissatisfaction with the inability to remove the $Account Spending Limit (ASL) Fee associated with his accountMr*** stated that he was informed upon completion of one year of service, the referenced fee would be removed from his accountMr*** requested that Sprint review this matter, adjust his account accordingly and remove the ASL Fee or allow him the ability to cancel his services without further cost to him. Mr*** further expressed his dissatisfaction with the timeframe provided for him to cancel his account with the waiver of the Early Termination Fee. Mr*** stated he was not previously provided with the day timeframe Sprint has reviewed Mr***’s account. As stated in our initial response, Sprint requires potential customers to undergo a credit evaluation prior to establishing wireless communication service with us. Based on the results of Mr***’s credit evaluation at the time of activation, he was approved for a Spending Limit Account. Our records reflect that correspondence noting the Account Spending limit charge, deposit, equipment type and cost was provided to Mr***. Our system will electronically monitor and may interrupt his/her service when the account balance is not paid timely. A courtesy text message will be sent to the primary phone on the account when percent of the spending limit is reached. If a payment is not made, and the account balance reaches the spending limit, outgoing calls from the primary phone will be routed to our automated system, which will allow our customer to obtain the current balance and make a payment. Once the account balance exceeds the spending limit, inbound and outbound calls to the mobile numbers on the account, as well as any Direct Connect and voicemail services, may also be blocked Sprint will waive the $Spending Limit Program fee for customers who enroll in our recurring automatic payment and e-Bill programs. Customers can setup recurring automatic payment and enroll in e-Bill via www.sprint.com by logging on to their My Sprint account, or may contact our Customer Care department by dialing *from their Sprint device to request that a recurring automatic payment and e-Bill enrollment form be sent to their address on record. If recurring automatic payments or e-Bill are cancelled, the fee will be applied to the customer’s account We spoke with Mr*** between April 7, and May of 2017, and advised him that the ASL fee is valid. In addition, although we maintain that the fee is valid, we offered to apply a one time courtesy credit of $to Mr***’s account to offset the cost of the ASL fee for three monthsHowever, Mr*** declined our proposed offer. In order to provide closure for this matter, we have agreed to waive the Early Termination Fee of Mr***’s existing Service Agreement upon the cancellation of his Sprint accountHowever, on June 4, 2017, Mr*** enrolled into Sprint’s electronic billing (e-Bill) and our recurring Automatic Payment program, resulting in waiver of the monthly $Spending Limit Charge. Thereafter, upon receipt of Mr***’s follfiling, we spoke with him on June 12, 2017. Mr*** stated that this matter is now resolved We regret any inconvenience Mr*** may have experiencedIf Mr*** would like to further discuss this matter, he can contact me by calling the Executive & Regulatory Services department toll free at ###-###-####, extension ***. I am available Monday through Friday, from 8:a.mto 4:p.m., Eastern Time Sincerely, /s/ Taheera L Taheera LExecutive Services Analyst

October 3, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Inquiry ***, Tamika *** Sprint Account xxxxx***, Sean *** Sprint Case *** To
Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of MsTamika ***, submitted on behalf of the account holder, MrSean ***. In her inquiry, Ms*** stated that she and her husband sign up for service based on the promotional service plan offer and decided to lease three phones. However, upon receiving and activating service, she states that they started to experience service issues and were provided an Airave device to help with indoor coverage; however, she stated she continued to experience service issues. She further states that her monthly bills continue to increase and at one point she added a Hotspot device at no cost, but discovered that the account was being billed a monthly cost for the device. Ms*** also stated that the account’s contracts were satisfied in December 2016, and monthly leases continued to be paid until Mr*** decided to discontinue service in June 2017. After cancelling service, she stated Mr*** continued to be billedBased on the information received from Ms***, she also stated that she had an unfavorable customer experience while attempting to address her concerns. As a result, she requests that the account be closed with no balance or equipment owed We spoke with Ms*** regarding her account billing concerns, upon authorization from the account holder, MrSean ***. During our discussions with Ms***, we advised her when a Lease Agreement contract ends, we offer the options to upgrade to a new device, cancel the lease, continue the lease on a month-to-month basis, or purchase the device by paying the purchase price. We also advised her that the month-to-month payment does not apply towards the Purchase Price Option or the Fair Market Value (FMV) of the deviceWe explained to Ms*** when the service was cancelled, the account was assessed the FMV for the three lease Samsung devices and the accelerated billing of the Hotspot device. We further advised Ms*** that we have confirmed the return of the Hotspot device, and the account was credited $52.50. Although we were unable to identify a Sprint billing error and the remaining account balance of $is valid, in Sprint’s effort to reach an amicable resolution to this matter, an account was applied to offset the FMV towards the three lease Samsung devices. The cancelled account is finalized and reflects a zero balance. Ms*** did not require any further assistance. Accordingly, Sprint considers this matter fully addressed and resolved We regret any inconvenience this matter has caused the ***. If we can be of further assistance, Ms*** can contact me by calling the Executive & Regulatory Services department toll-free at ###-###-####, extension ***. I am available Monday through Friday, between 8:a.mand 4:p.m., Central Time Sincerely, Alethea BExecutive Services Analyst

August 4, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Inquiry ID 12278889, *** M*** Sprint Account XXXXX Sprint Case To Whom It May
Concern: Sprint is in receipt of the above-referenced inquiry of Mr*** M***We appreciate your assistance in bringing our customers’ concerns to our attention. In his inquiry, Mr*** expressed his dissatisfaction with his monthly Sprint charges being higher than the amount quoted to him, advising that promotional device credits are not awarding as offeredMr*** requested that we correct his billing and allow him to terminate his Sprint services with no contractual obligaton We regret any misunderstanding that may have occurred related to Mr***’s Sprint billingOur records reflect that he upgraded the device associated with existing line of service and activated a new line of service on September and 2, 2016, with equipment he acquired with our Buy-One-Get-One promotionHowever, due to an inadvertent error, the promotion was not applied correctly to Mr***’s account, and he was assessed monthly lease and installment charges for both devices We spoke with Mr*** on July 31, 2017, and explained the information outlined above. We offered to credit his account $to offset an amount equivalent to the value of the noted promotion; however, Mr*** declined that offer and reiterated his request that we cancel his services and allow him to return his devices with no termination charges Although we believe that our offer noted above was appropriate, we agreed to honor Mr***’s request as a result of additional information he provided. As such, we sent prepaid shipping materials to him at his address on file to facilitate the return of his deviceMr*** is aware that, once we verify our receipt and the condition of his returned equipment in our warehouse, we will apply credits totaling $1,to his account to offset his device financing cancellation charges. Mr*** indicated his satisfaction with our resolution We regret any inconvenience this issue may have caused Mr***, as well as the loss of his businessIf we can be of further assistance with this concern, he can contact me directly by calling our Executive & Regulatory Services department toll free at 1-855-848-3280, ext7316. I am available Monday, Tuesday, Thursday, and Friday between 7:a.mand 5:p.m., Central Time Sincerely, Leland (Bud) JExecutive Services Analyst

March 20,
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 March 13, 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 resolve his billing concernsSpecifically, Mr*** is disputing the $Subsidized Phone charge assessed to phone number ending in ***Therefore, Mr*** requested that Sprint review this matter, modify his account based on the terms and conditions of the Unlimited Freedom plan and apply an adjustment on his account to offset the monthly $Subsidized Phone charge
Sprint has reviewed Mr***’s complaintOur records reflect that on June 8, 2015, Mr*** upgraded and purchased an iPhone 5s device at discounted pricing in exchange for two year Service Agreement associated with phone number ending in ***For details regarding your Service Agreement with Sprint, please visit www.sprint.com/termsandconditionsAccordingly, continuation of utilizing Sprint services is an acceptance of the new two-year Service Agreement and any future renewals or service changes that may require new service termsIf you terminate your Sprint services prior to satisfying the two-year Service Agreement applicable Early Termination Fees will apply; accordingly you may visit www.sprint.com/etf for details about Early Termination Fees
Our records further reflect that on September 14, 2016, Mr***’s six lines of service were enrolled in our Unlimited Freedom price planWe regret any possible misunderstanding that may have occurred related to the terms of our Unlimited Freedom planWith regard to the terms of the Unlimited Freedom plan, our customer’s estimated monthly charges are $for the first two lines and lines third through tenth are $30, per lineAdditionally, customers with a two year Service Agreement, in exchange for discounted pricing will be assessed a $Subsidized Phone charge, per applicable line of serviceIf twenty-four months has elapsed, then there is no additional $Subsidized Phone chargeSince phone number ending in *** was enrolled in our two year Service Agreement and was less than twenty-four months active on our network; his monthly invoices reflected a $Subsidized Phone chargeTherefore, his September through June billing statements would reflect the aforementioned charge
We spoke with Mr*** on March and of 2017, and relayed the aforementioned information to himAlthough no billing errors were confirmed, in an effort to further resolve his billing concerns, we applied an adjustment totaling $to his account to offset a portion of his February and pending March through June billing statementsMr*** has expressed his satisfaction regarding the resolution of his account concerns
We regret any inconvenience this matter may have caused Mr***If we can be of further assistance with this issue, Mr*** can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext***I am available Monday through Friday between a.mand p.m., Central Time
Sincerely,
Chanda L
Executive and Regulatory Services Analyst

June 10, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File ***, *** *** Sprint Account xxxxx***
Sprint Case *** To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of Mr*** ***. We appreciate your assistance in bringing our customers’ concerns to our attention. In his inquiry, Mr*** expressed his dissatisfaction with the level of service received while attempting to resolve a billing/refund matter, citing that he returned the Sprint devices to his local retail location after canceling his services because his wife was unable to get service at her work location. He requested that we adjust the account balance, refund payments totaling $and compensation for his time. We appreciate Mr***’s taking time to provide details of his experience with our Customer Service and Retail representatives. We are continually striving to improve the quality of service provided to our customers. Please be assured that we value customer feedback and will utilize this input to improve our training and processes We regret any possible misunderstanding that may have occurred regarding Mr***’s Sprint billing. Our records reflect that Mr*** activated his Sprint account on May 1, and canceled by porting his mobile numbers from Sprint to another service provider on May 12, During our June 2, conversation with Mr***, he advised our office that he has received a total of eight devices; he returned the original four devices to the Sprint store on May 4, 2016, and the replacement four devices on May 13, 2016, within our Day Return period. Unfortunately, the return was not processed correctly and resulted in the disputed balance for $2,811.60. After confirming with the Sprint store that the phones were returned to their possession, we applied credits to the account to offset the disputed balance for $2,and we requested a refund for the down-payments totaling $493.38. We notified Mr*** on June 10, 2016, that the canceled account now reflects a zero balance and that the refund in the amount of $was approvedThe money should be reflected on the credit card used, within 3-business daysSprint appreciates the opportunity to address Mr***’s account concerns however, as per our Terms and Conditions of Service, Sprint is not required to provide compensation to its customers in an effort to resolve the concerns that are brought to our attention. Therefore, Sprint does not believe that a credit is warranted for this matterWe regret any inconvenience these matters may have caused Mr*** and the loss of his business. If we can be of further assistance related to these concerns, Mr*** can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext***. I am available Monday through Friday between 7:a.mand 3:p.m., Central Time Sincerely, LaDonna *** Executive Services Analyst

July 21, 2017 Revdex.comWard Parkway, Suite 401Kansas City, MO 64114 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 Mr*** ***, submitted on June 29, 2017. We appreciate your assistance in bringing our customers’ concerns to our attention. According to Mr***’s complaint, he states that he upgraded to an iPhone 6s Plus in October 2016, and at that time turned in his iPhone He further stated that the store lost the phone, but he was advised by store personnel that the matter would be handledHe is now trying to upgrade the line ending in ***, and he is being advised that he needs to turn in the iPhone for that line; however, that is the equipment he states was lostMr*** is requesting proof that the store lost the iPhone and a credit for all the months that he paid on the device that was lost by Sprint We spoke with MsApril *** on behalf of Mr*** on July 11, and 17, 2017, regarding his concernsAfter review of the account, we confirmed that the iPhone associated with line ending in *** had been turned in prior to the upgrade to the iPhone Plus on June 1, 2017, as the device was activated on another line of service on the accountAs a means to an amicable resolution and to bring closure to this concern, our office cancelled the lease associated with the iPhone and removed the accelerated lease chargesMs*** understood the actions taken on the account XXXXX***. We regret any frustration this matter may have caused. If I may be of further assistance regarding this matter, Mr*** can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, extension ***. I am available Monday, Tuesday, Wednesday, and Friday between 8:a.mand 5:p.m., Central Time. Sincerely,LaToyaP.LaToya P. Executive Services Analyst

February 16, Kansas City 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. Ms***’s filing expresses her dissatisfaction with the data coverage in her local calling area. According to Ms***, she experiences intermittent service on her phone number ###-###-####. Ms*** requests that we investigate this matter and reply accordingly As stated in our Terms and Conditions of Service, which can be viewed on our website, www.sprint.com, coverage and quality of wireless services and data speeds may be affected by conditions beyond our control. Wireless services cannot be regularly transmitted through concrete structures such as buildings, basements, walls, and various other structures. As a result, customers may experience difficulty making or receiving calls when indoors. In addition, data coverage is not available everywhere and service speeds are not guaranteed. Service speeds may depend on the service purchased and actual speeds will vary. Estimating wireless coverage, signal strength, and service speed is not an exact science There are gaps in coverage 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. With respect, please note that the nature of wireless signal precludes any carrier from providing seamless coverage. Sprint has made no warranty or guarantee of the same We could not dispatch our network engineers to Ms*** coverage service area, to research her concerns because her account is cancelled. Customers should generally receive signal strength sufficient to make and receive calls outdoors, but signal may be lost in a car and in buildings. However, it is important to note that certain areas may have limited or no coverage and various factors such as terrain, foliage, and buildings may affect actual coverage in a particular area even when estimated to be within 'best' coverage. Ms*** does not receive data service regularly, at her home location. This is a known issue according to our Sprint network technicians. Sprint reviewed Ms***’s complaint and investigated her concerns. However, we were able to review her prior data usageAfter a review, Sprint agreed to waive all remaining monthly service charges, thus leaving $for Ms***’s final monthly lease charge for her IPhone device. Ms*** account will reflects a zero balance, once the $payment is madeMs*** was satisfied with the resolution If we can be of further assistance, Ms*** can contact our office toll free at ###-###-####I am available Monday through Friday, from 7:a.mto 4:p.m., Eastern Time Sincerely, /m/ MrMonk MrMonk Executive & Regulatory Services

Tell us why here...June 8,
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 complaint of Mr*** *** submitted on
May 15, We appreciate your assistance in bringing our customer’s concern to our
attention
Mr***’ filing expressed his dissatisfaction with misinformation he believes that he received
upon contacting our Customer Care group regarding activation of his accountMr
*** stated that he contacted Sprint and he was offered a price plan for $per month plus tax for
three LG devices at no additional cost and two iPhone 6s Plus devices with no Activation Fee and no
down paymentMr*** stated that he contacted our Customer Care group to confirm his order
At that time, he was informed that his previous order was incorrect and the agent would
correct the orderMr*** further stated that he remitted $for activation and he received ten
devices instead of fiveTherefore, he contacted our Customer Care group to report the issue and we
requested that Mr*** return five of the devices to a Sprint retail locationHowever, the retail location charged a restocking fee of $per deviceMr*** stated that he received a return kit and the extra five devices were returned to our Returns warehouseHowever, Mr*** stated that his billing statement reflected a balance due over $and although he remitted a payment of $towards his account balance to avoid service interruption, his services were interrupted due the outstanding account balanceTherefore, Mr*** stated that he terminated his servicesMr*** requested that Sprint review these matters, honor the offer that was provided to him at the time of activation and provide him with compensation for his inconvenience or unlock the devices
Sprint has reviewed Mr***’ complaintAccording to our records, Mr*** activated five devices
associated with phone lines ending in ***, ***, ***, *** and *** on February 2, 2017, by
activating devices via Sprint’s Leasing programWe are unable to confirm that Mr*** was offered a price plan for $per month plus taxes with no down payment or Activation FeesOur records further indicate that on February 3, 2017, our Customer Care group in advertently ordered additional five devices, two devices were activated via Sprint’s Leasing program and three devices were purchased via Sprint’s Monthly Installment Billing programWe confirmed that Mr*** returned the five devices between the time periods of February through April 9, 2017, to our Returns warehouse
Furthermore, Mr*** remitted a payment of $on April 8, In addition, our records indicate on April 15, 2017, Sprint suspended Mr***’s account due to nonpayment of the outstanding account balanceFurthermore, Mr*** ported-out phone lines ending in ***, ***, *** and *** to another wireless service providerTherefore, Mr***’ account was assessed Lease cancellation and Lease Device Purchase Amount charges totaling $1,as reflected on the May billing statement
To satisfactorily resolve this matter, on May 23, 2017, we offered Mr*** the option of returning the
devices associated with phone lines ending in ***, ***, *** and *** undamaged and in
good working condition to our Returns warehouseUpon receipt of the return of the devices to our
Returns warehouse, Sprint will adjust the remaining Lease cancellation and Lease Device Purchase
Amount chargesMr*** accepted the offerAccordingly, on May 26, 2017, Sprint mailed Mr*** a
return kit to his billing address on file to facilitate the return of the devicesWe encourage Mr*** to
contact the undersigned directly, upon the return of his five devices to ensure that his account is
adjusted accordingly
We regret any inconvenience that Mr*** may have experienced while attempting to resolve this matterIf Mr*** would like to further discuss this matter, he can contact our office toll free at ###-###-####I am available Monday through Friday, from a.mto p.m., Eastern Time
Sincerely
Cheryl S
Executive & Regulatory Analyst

Tell us why h June 9, 2017 Revdex.com Ward Parkway, Suite 401Kansas City, MO 64114 Re: Revdex.com Case *** 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 the information received, Ms*** stated that she ported out one of the telephone numbers on her account on April 22, 2017. She stated that she had made a payment on March 31, 2017, that she believed covered her April charges. She stated that she is not disputing the cancellation fees for the number ending ***, however, she is disputing the $that she was billed and is reflected on her April 2017, invoice. She is requesting a credit adjustment in the amount of $227. After completing a review of Ms*** Sprint account from March 2017, to May 2017, we were unable to identify any billing errors. Our records reflect that Ms***’s March and April invoices was higher than because of prorated monthly recurring charges. We spoke to Ms*** on June 6, 2017, and provided her with the above-referenced information. Although we maintain no credit is due, as a gesture of goodwill, we offered to credit the prorated charges that were assessed to her account in March and April 2017. She accepted our offer and a courtesy credit in the amount of $was applied to her account We regret any inconvenience this matter may have caused Ms***. If her concerns remain unresolved, I can be reached at our Executive & Regulatory Services department toll-free at ###-###-####, extension ***. I am available Monday through Friday, between 9:a.mand 5:p.mCentral Time. Sincerely, Sharon RExecutive Services Analyst ere

[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]The businesses response is unacceptable because they did not address my issue over paying restocking fees only to have my account to remain open and the fraudulent withdrawl occur Also the overdraft fees have not been addressed I am still receiving billing notices only noe I have removed my bank information from their website to avoid being charged again I wish to be contacted only through email Thank you,*** ***
Complaint: ***
I am rejecting this response because:
Regards,
*** ***

June 20, 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 of Mr*** ***. We appreciate your assistance in bringing our customers’ concerns to our attention. In Mr***’s inquiry, he disputed the final balance due reflected on his closed Sprint account, advising that he owed nothing to us when he terminated his Sprint services in April He request that we credit the remaining charges and ensure that we forward no information related to this matter for collection We regret any possible misunderstanding that may have occurred regarding Mr***’s Sprint billing. However, during our initial review, we were unable to identify any billing errors associated with his account. We spoke with Mr*** on June 7, 2017, and confirmed that his services were cancelled on April 28, 2017, when he ported his mobile number from our network to another provider. At that time, his account reflected a balance due of $60.47, as reflected on his April invoice for the billing period of April through May 15, We further explained that his payment of $that posted to his account on April 8, 2017, applied toward his previous month’s charges but did not satisfy his final balance due. Because Sprint advertises and provides services in monthly increments, we explained to Mr*** that his referenced account balance is valid. If services are terminated before the end of a customer’s billing cycle, we do not prorate monthly service charges, nor do we provide refunds or credits for any unused minutes in the service plan. That information is available for review in our Terms and Conditions of Services. As a result, we declined Mr***’s requestHe stated that he understood and would remit a payment We regret any inconvenience this matter may have caused, as well as the loss of Mr***’s business. If we can be of further assistance with this concern, he can contact me by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####, ext***. I am available Monday through Friday between 7:a.mand 4:p.m., Central Time Sincerely, Sean ***Executive Services Analyst Tell us why here

[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:After speaking with Katherine *** for over an hour on the phone, she told me that the towers where I work and where I live were downShe offered me months credits for the lack of service and to work with me regarding my coverage issuesI asked for this in writing but never heard back from herI couldn’t access my billing on my phone or home computer for some reason to find out why my June 02-julu bill was for it has never been that much moneyI could get in today after seeing a charge for this month from the appMy June bills was change to and about credits were added to account to pretty adjust the two-month credit that she promisedIt clearly shows in my attachments that my bill for June was for about This is criminal, to offer two months credit and pretend to give it to me by manipulating my accountI really can’t believe what type of people these are and this company that would offer you a credit and change your billing to really not give you the creditI plan to file with my States Attorney Office ASAP I do have ALL my documentation, but can’t upload it without timing outI won’t accept anything less than months credit for the lies and manipulation of my account.
Regards,
*** ***

June 30, Revdex.comWard Parkway, Suite 401Kansas City, MO 64114Re: Revdex.com File ***-Rebuttal, Sheila F* Sprint Account xxxxxSprint Case 2262808To Whom It May Concern:Sprint is in receipt of the above-referenced rebuttal of MsSheila F*We appreciate your assistance in bringing our customers’ concern to our attention and regret the circumstances of MsF*’s contacting your agency once againIn her rebuttal, MsF* disputing our not processing her service cancellation at the end of her two-year term agreementWe regret any possible misunderstanding that may have occurred related to the cancellation date of MsF*’s Sprint servicesHowever, as we explained during our conversation with MsF* on June 30, 2017, Sprint advertises and provides services in monthly incrementsIf services are terminated before the end of a customer’s billing cycle, we set those services to end on the final day of the then-current billing cycleWe do not prorate monthly service charges, nor do we provide refunds or credits for any unused minutes in service plansAs a result, when MsF* contacted our Customer Care department on May 23, 2017, to request the cancellation of her services, her account was set to expire on the last day of her billing cycle, June 17, Although she elected not to utilize the service following her request, the services were available to her, and the full monthly service charge is validWe also explained to MsF* that, while we did not terminate her services on the date of her call and request, no charges were assessed to her Sprint account after that dateShe indicated her understanding of the information provided and her satisfaction with our response.We regret any inconvenience this matter may have causedIf we can be of further assistance with this concern, MsF* can contact me by calling our Executive & Regulatory Services department toll-free at ***, ext***I am available Monday through Friday between 9:a.mand 6:p.m., Central TimeSincerely,Leland (Bud) J.Executive Services Associate Analyst

July 10, 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 his inquiry, Mr*** stated that he returned two of his leased devices back to Sprint, in accordance with his Lease Agreements and cancelled his account. He stated that he was aware that he would be assessed a cancellation fee for a third line on his account, however, due to the length of time it took to process his returned devices, his bank account was overdrawn due to the recent payment of $635.92, which included two Lease Cancellation Fees and an Early Termination FeeHe is seeking a refund of the payment in full due to being inconvenienced As stated in our Terms and Conditions of Services, once you have authorized payment for services or equipment via credit card or by debiting your bank account, no additional notice is provided by us before invoicing the credit card or drawing funds from your bank We spoke with Mr*** on July 7, 2017, and addressed his payment dispute. At that time, we informed him that our records reflect that he returned his equipment at our retail store on May 15, 2017. Mr***’s autopay extracted the current balance of $on June 24, 2017, which was prior to our returns warehouse checking in his equipment and crediting $to his account. We explained the timeline of the events to Mr*** and apologized for the inconvenience. In an effort to amicably resolve this matter, we agreed to provide a full refund for the payment of $and waive the Early Termination Fee of $116.32. With this action, Mr*** confirmed that his inquiry has been fully addressed and resolved. We regret any inconvenience this matter may have caused. If we can be of further assistance, Mr*** can contact me by calling the Executive & Regulatory Services department toll-free at ###-###-#### extext***. I am available Monday, Tuesday, Thursday, and Friday between 7:a.mand 5:p.m., Central Time. Please reference case *** at the time of your call Sincerely, Linard A Executive Services Analyst

November 7, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Complaint *** Account XXXXX***, *** *** Case *** To Whom It May Concern:
On October 24, 2016, Sprint received an inquiry submitted by your office on behalf of *** ***. According to the information provided, Mr*** is disputing the lease cancellation charges for devices he returned to Sprint. Mr*** also expressed his dissatisfaction with the level of service received from Sprint. We appreciate your assistance in bringing Mr***’s concerns to our attention We appreciate Mr*** taking the time to provide us with the details of his experience with Sprint. We are continually striving to improve the quality of service provided to our customers. Please be assured that we value Mr***’s feedback and that his concerns have been forwarded to the appropriate managerial staff for further review We regret any frustrations Mr*** may have experienced while attempting to resolve his concerns. On October 22, 2016, Mr*** spoke with *** Afrom our office regarding his concerns. At that time, we confirmed receipt of his returned devices. As a result, credits totaling $were applied to his account to offset the disputed lease cancellation charges included on the September invoice If additional assistance is required, please contact me by calling the Executive & Regulatory Services department toll-free at ###-###-####, extension ***. I am available Monday through Friday between 8:a.mand 4:p.m., Central Time Sincerely, Susan FExecutive Services Analyst

June 9, 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 May 17, 2016, she paid off the balance owed on her HTC device and upgraded to a new device and she damaged the new device on the 12th day. She requested to exchange the device for a different model device and was advised since the device is damaged it could not be exchanged for a different device. Additionally, she stated that in the past as long as the damaged wasn't over an inch it could be exchanged; however, she was advised that option expired three days before she returned to the store. As a result, she is requesting to be allowed to exchange her device for a new different model device at no cost During our conversation with Ms*** on June 6, 2016, we explained that 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 products. You can return your 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 tablets. However, if the device is returned in its original unopened package, no restocking fee is charged. If your service plan required a service agreement, no termination fee is charged when you cancel within days of activation and the product is returned complete and undamaged. Additionally, we will refund any activation fees within three days of activation. Sprint 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 and has not changed. Additionally, 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 on their phone line. 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 Ms*** is experiencing a problem with her device she may visit her local Sprint service and repair center for diagnostic testing. At that time, if it is determined to have a manufacturer’s defect, and is still within the limited one-year manufacturer warranty period, she may send the defective device directly to the manufacturer for repair and/or replacement under the provisions of the manufacturer’s limited one-year warranty. Ms*** is responsible for shipping costs and may incur additional costs if the manufacturer determines the device issue is not covered by their manufacturer’s warrantyIf the problem with Ms***’s device is not covered under the provisions of the limited one-year manufacturer’s warranty, or the warranty period for the device has expired, or the customer does not want to send the device to the manufacturer, the customer has the following options: if the device has an issue that is deemed repairable by the Sprint service and repair center, she may have the device repaired or replaced at a Sprint service and repair center for a fee of $75. If the device is not deemed repairable by the Sprint service and repair center, the customer will need to purchase a replacement device. Our records reflect that Ms*** upgraded to a new device on the Sprint Lease option on May 17, 2016, and did not select the TEP optionSince the device is physically damaged, we advised Ms*** that the device can not be exchanged. However, since we value Ms***’s business and as a gesture of good will we offered to order a replacement same model device under our Advanced Exchange option and bill her $for the device. This offer is valid for a period of days from the date of this response We regret any inconvenience this matter may have caused. If Ms*** still requires assistance with this matter, she can contact me by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####. I am available Monday through Friday from 8:a.mto 4:p.m., Central Time Sincerely, Jennifer FJennifer FExecutive Services Analyst

Tell us why here...July 7,
Consumer Specialist
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 complaint of Mr*** *** submitted on June 30, We appreciate your assistance in bringing our customer’s concerns to our attention
Mr***’s filing expressed his dissatisfaction with the inability to receive the iPhone Lease One Get One (LOGO) promotional offerMr*** stated he attempted to upgrade his devices associated with phone lines ending in *** and *** during the LOGO promotion and our Fraud team terminated the order associated with phone line ending in ***Therefore, Mr*** stated that he reordered the upgrade for two iPhone devices during the above promotion, and he was informed he would receive the promotion within three monthsMr*** requested that Sprint review this matter and adjust his account accordingly
According to our records, on March 30, Mr*** upgraded the devices associated with phone lines ending in *** and *** via Sprint’s Leasing program during the LOGO promotionPlease note for a limited time, customers can get one iPhone 32GB via lease will get the second iPhone 732GB on Sprint after monthly service creditThe monthly credit will equal $per month for 18monthsCustomer may select a higher memory configuration or an iPhone plus but will only receive a credit of $
Based on our account review, we confirmed our Fraud team terminated the order for phone line ending in ***Therefore, Mr*** returned the device associated with phone line ending in *** to our return warehouse within our Sprint 14-day return policyOn April 4, 2017, Mr*** reordered the upgrades associated with phone lines ending in *** and *** during the LOGO promotionMr*** was eligible for the LOGO promotion for phone lines ending in *** and ***However, due to an inadvertent error, Mr*** has not received the referenced credit
To resolve this matter, on June 29, 2017, our Customer care team applied an adjustment of $to offset a portion of the LOGO promotionOn July 7, we applied a credit of $to offset the remaining credit associated with the LOGO promotionWe spoke with Mr*** on July 5, 2017, regarding his concerns and provided him with our resolutionMr*** expressed his understanding with the information and resolution provided
We regret any inconvenience that Mr*** may have experienced while attempting to resolve this matterIf Mr*** has any questions concerning the issues discussed herein, he can contact me by calling the Executive & Regulatory Services department toll-free ###-###-####I am available Monday through Friday between the hours of a.mand p.m., Eastern Time
Sincerely,
Cheryl S
Executive & Regulatory Analyst

August 12, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Complaint *** Account xxxxx***, *** *** Case *** To Whom It May Concern:
The above-referenced inquiry has been forwarded to our office for review. We appreciate your assistance in bringing our customers’ concern to our attention According to the information provided, Mr*** is dissatisfied that he did not receive currently offered promotions at the time of his account set up. He states that he should have received additional funds for Early Termination Fee buyout promotional gift cards for his Early Termination Fees (ETF’s) from his previous carrier but received a lower amount due to the program requirements 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 During our conversation with Mr*** on August 10, 2016, we informed him that our records reflect that the Early Termination Fee buyout promotional gift cards were processed per the program requirements at a lower amount than the previous carrier ETF’s as he was provided funds towards the purchase of new devices used on the Sprint network. However, due to any possible misinformation, we offered to provide Mr*** with a one-time account credit in the amount of $for the disputed portion of the promotion. Mr*** accepted this offer and confirmed that this resolved his inquiry We regret any misunderstanding that may have occurred. 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, *** CExecutive Services Analyst

December 16,
Revdex.com
Ward Parkway, Suite
Kansas City, MO
Re: Revdex.com File ***, *** *** on behalf of *** ***
Sprint Account XXXXX***
Sprint Case ***
To Whom It May Concern:
Sprint is in receipt of the above-referenced
complaint of *** *** submitted on November 23, We appreciate your assistance in bringing our customer’s concern to our attention
According to the information provided, Ms*** expressed her dissatisfaction with level of customer service she received while attempting to resolve an account concern regarding the above referenced accountMs*** stated that she has attempted to return equipment associated with an active Lease agreement and never received a return kit from Sprint, after her equipment was upgraded for phone numbers ending in *** and ***Ms*** requested that Sprint review this matter, and provide her with the removal of her initial Lease Agreements for phone numbers ending in *** and ***
Sprint has reviewed Ms***’s complaintOur records reflect that Mr*** *** established service on January 9, 2005, with phone numbers ending in ***, ***, and ***Additionally, Mr***’s phone number ending in *** was established for service on October 10, After further review of our records, Mr*** first obtained a device for phone number ending in *** on November 20, and a device for phone number ending in *** on January 3, via Sprint Lease Agreements
Effective September 19, 2014, Sprint launched the Sprint Lease program, an industry-first option that gives qualified new and existing customers the flexibility to lease select Smartphones and Tablets for a lower monthly cost versus purchasing the deviceLease payment varies by device and a down payment may be required and varies by customer and deviceWith a lease option, Sprint owns the deviceAt the end of a lease term, you can purchase the device and own it outright, return it to us, or return it to us and upgrade to the latest deviceFor further information regarding Sprint Leasing please visit www.sprint.com/lease
The equipment associated with phone numbers ending in *** and *** were upgraded on November 12, by establishing new Sprint Lease AgreementsAt that time, Sprint associates implemented a request for return kits necessary for participation in Sprint’s Giveback promotionPlease note that, when a customer completes the Lease Agreement’s original term, the customer has a choice to upgrade that device and return it via Sprint’s Giveback promotion or pay the End of Lease Purchase Amount Option to keep the device without incurring further chargesHowever, a device under an open Lease Agreement and not purchased by paying the End of Lease Purchase Amount Option, will continue to be assessed the monthly lease charges on their recurring billing statements
We spoke with Ms*** on December 2, 2016, to discuss her concern in detail and relayed the aforementioned information to herDuring that conversation, we confirmed that Sprint assisted Ms*** and agreed to send her return kits for the equipment associated with phone numbers ending in *** and *** and their respective initial Lease Agreements on November 30, We received notice from Ms*** on December 8, 2016, that she had received the return kitsWe followwith Ms*** on December 12, 2016, to advise that we confirmed that her return kit was delivered to our Returns WarehouseWe advised Ms*** to allow business days for processing equipment returns and verifying the devices were returned and in good working condition before any necessary adjustments will be madeMs*** confirmed she understood and appreciated our assistance in this matterWe 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 ###-###-#### ext***I am available Monday through Friday between 8:a.mand 4:p.m., Central Time
Sincerely,
*** H
Executive Services Analyst

May 2, 2017 Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File ***, *** *** *** Sprint Account xxxxx*** Sprint Case *** To
Whom It May Concern: Sprint is in receipt of the inquiry of Mr*** *** ***. We appreciate your assistance in bringing our customers’ concern to our attention According to the information received, Mr*** stated that he was misinformed about the iPhone Forever programHe states that in November he was informed that he could upgrade his iPhone every months and that the lease charges would remain the same. When Mr*** tried to upgrade his iPhone 6s, he was informed that the lease would be more expensiveMr*** also states that he was required to trade in his iPhone that he owned to get onto the iPhone forever programMr*** is requesting that we honor what he was originally promised or he be allowed to cancel his account without any charges We spoke with Mr*** on May 2, 2017, we reviewed the iPhone Forever program with him and explained the requirements. We explained that the lease installments are based on the price of the device that is leased which may differ from the price of the current lease Mr*** requested the cancelation of his services without receiving cancelation charges as he states he was misinformed. He also asked to be allowed to keep one of his devices and return the other. We researched his account and determined that he was required to turn in a previously owned device to lease his current devices. As a one time courtesy we agreed to allow Mr*** to keep one of the iPhone 6s devices and to return the otherWe agreed to credit the Lease Cancellation Charges and End of Lease Purchase Option Charges contingent upon the return of one of the leased devicesUpon receipt of the device in Sprint’s warehouse, in good condition, using the Return Kit provided, the Lease Cancellation Charges and End of Lease Purchase amounts will be adjusted. We ask that Mr*** complete the port out/cancelation and return transactions by May 31, 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 Tell us why here