Sprint Corporation

[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: Sprint never contacted me on the dates listed in their reply nor did I ever receive an email from themOnly after my wife made numerous calls from us to them was a partial refund was issuedBased on this I consider the matter resolved
Regards,
*** ***

April 17, 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 complaint submitted by Ms*** *** ***. We regret any inconvenience that she experienced in this matter. According to the information provided in the inquiry, Ms*** states she believes her account has not been updated to reflect recent payments and credit adjustments. Based on the information received from Ms***, she also states that she had an unfavorable customer experience while attempting to address her account concern. During our discussion with Ms***, she stated that she previously spoke with a Finance representative to establish account payment arrangements regarding her account’s past due balance. She also stated that she subsequently was unable to further discuss her payment arrangement concern with a Finance supervisor and requested a review of her account’s monthly charges. We reviewed her account service charges with her and confirmed that the charges assessed are valid. We also confirmed with her that 50% of her account balance within each billing cycle would need to be remitted in order to establish account payment arrangements. We additionally confirmed with her that the lowest cost monthly share plan which includes unlimited talk, text and data is provisioned on her account for five lines of service. We also reviewed the valid phone leases and Installment Billing Agreements (IBA) reflected on the account with her. Ms*** indicated that she may not be able to afford the cost of the monthly service plan, leases, and IBAs reflected on her account for the five lines of service. In an effort to reach an amicable resolution to this matter, we advised Ms*** that should she terminate her service, we will review the resulting device lease and IBA cancellation charges with our management team to determine what charges we will be able to credit with the return of the devices in good condition. She stated that she will contact us back within days should she wish to cancel her service or port her phone numbers to another carrier. She also indicated that we reviewed the charges reflected on her account to her satisfaction. We appreciate Ms*** for taking the time to provide us with the details of her customer service experience. 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 Ms*** needs further assistance, I can be contacted by calling the Executive & Regulatory Services department at ###-###-####, ext***. I am available Monday through Friday between 7:a.mand 3:p.m., Central Time Sincerely, Patricia SExecutive Services 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

April 18, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File *** Sprint Account xxxxx***, *** *** Sprint Case *** To
Whom It May Concern: Sprint is in receipt of the above-referenced inquiry filed by Ms*** ***. We appreciate your assistance in bringing our customers’ concern to our attention. According to the information received, Ms*** stated that that when she ported-out her Sprint service she was advised that if she returned her leased devices she would not be charged any lease cancellation chargesHowever on January 20, 2017, she received notice from a third-party collections agency for an unpaid balance owed to Sprint in the amount of $Ms*** stated that she contacted her new wireless service provider and was advised that if she traded in the devices they would pay the cancellation charges. However, when she contacted our Customer Service department she was advised that the lease devices could not be traded into her new wireless service providerAdditionally, she stated she was later advised that once the devices were confirmed as received in our warehouse the lease cancellation charges would be removed; however, the charges have not been removed. Ms*** requested that Sprint review this matter and remove the lease cancellation charges associated with the lease devices that she returnedDuring our conversation with Ms*** on April 7, 2017, we explained that our records reflect she activated new service on May 15, 2015, on all four phone numbers on her account, via the Sprint Leasing option and agreed to monthly lease payments. The Sprint Lease program gives qualified new and existing customers the flexibility to lease select Smartphones and Tablets for a lower monthly cost versus purchasing the device. Lease payments vary by device, and a down payment may be required and varies by customer and device. With a lease option, Sprint owns the device. At the end of a lease term, customers can purchase the leased device and own it outright, return it to us undamaged, or return it to us undamaged and upgrade to a newer-model device. For further information regarding Sprint Leasing, customers can visit our website at www.sprint.com/lease. Upon activation of service, Ms*** was provided with a clear disclosure of her equipment purchase and all other applicable fees and chargesFurthermore, we were able to locate signed copies of her Lease Agreements which includes a description of the charges in question. Based on our review, we were unable to identify any miscommunication regarding the terms of her Lease Agreements, her plan or other monthly charges on Sprint’s part during the activation of her account Additionally, our records further reflect that port-out requests were received for three of the phone numbers on her account on November 12, 2016, and the remaining forth phone number on December 2, 2016. As a result of the port-out requests the phone numbers were cancelled and automatically assessed the remaining lease charges due to the early cancellation of the agreements and the end of lease purchase option price plus the final monthly service charges for the phone number that cancelled on December 2, 2016, plus applicable taxes and surcharges as stated in the lease agreement. We advised Ms*** that we sustain that the lease cancellation charges are valid. However, due to any possible miscommunication that may have occurred regarding this matter we confirmed that the devices were received in our warehouse and applied credits totaling $to remove the lease cancellations charges and Ms*** made a credit card payment in the amount of $As a result, her account is closed and reflects a zero balanceAs a result, the third-party collections agency will update the credit bureaus that the reported debt has been settled in full. Please allow up to days for completion of this process We appreciate Ms*** taking the time to provide us with her feedback regarding our customer service representatives. We are continually seeking ways to improve the quality of service provided to our customers. Please be assured that we value her feedback and that her concerns have been forwarded to the appropriate managerial staff for further review We regret any inconvenience these matters may have caused. If I can be of further assistance with this matter, please contact 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, Jennifer FJennifer FExecutive Services Analyst

Tell us why here September 8, 2017 Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case #12243101, *** *** Sprint Account #xxxxx Sprint Case # To Whom It May Concern, Sprint is in receipt of the above-referenced rebuttal complaint to our response of *** ***, regarding Sprint’s Buy-One-Get-One (BOGO) promotional offerThe original complaint was submitted on August 30, We regret the circumstances that led Ms*** to contact your office again. In Ms***’s follfiling, she expressed her concerns with our prior responseMs*** expressed her dissatisfaction with the monthly installment billing charges associated with phone line ending in in association with Sprint’s Samsung Galaxy Note Buy-One-Get-One promotionMs*** stated that upon participating in the above promotional offer, she should receive promotional monthly service credits to offset the cost of the Samsung Galaxy SEdge device. Ms*** requested that Sprint review this matter, go over her plans or honor the agreement or cancel her account and apply adjustments to her account accordingly In our effort to provide clear communication about our devices, features, promotions and pricing, Sprint publishes an overview and our retail brochures, displays, partner stores, and web site at www.sprint.com have not deviated from the published information. In our continued efforts to provide all of our customers with the best pricing possible, we cannot fulfill any verbal offers that deviate from the formal and approved published device and/or service plan pricing. Sprint has reviewed Ms***’s complaintAs stated in our prior response, our records indicate that Ms*** upgraded the device associated with phone line ending in on November 1, 2016, with intent to participate in Samsung’s Buy-One-Get-One (BOGO) promotion via Sprint’s 24-Month Installment billing program. We regret any miscommunication that Ms*** may have received regarding Sprint’s Samsung Galaxy Note (BOGO) promotional offerPlease note effective August 19, 2016, customers who purchase a Samsung Galaxy Note device via Sprint’s Monthly Installment Billing program will receive a Samsung Galaxy Sor SEdge device free via a monthly service creditCustomers will be billed for both devices and will receive a monthly service credit for either the Samsung Galaxy Sor SEdge device on their billing statementsRegrettably, Ms***’s phone line ending in was ineligible to participate in the BOGO promotion due to the price plan selected at the time of activationAs such, we are unable to identify any errors on Sprint’s part. However, between the time periods of February through May 2017, we applied a credit of $to her account, as courtesy to resolve this matter We spoke with Ms*** on August 17, 2017, and relayed the aforementioned informationIn addition, we provided Ms*** with a breakdown of monthly recurring charges in association with phone lines ending in 8545, 7475, and 4962, which totals, $per month including taxesFurthermore, we advised that Ms***’s account was assessed reconnection fee and late fee totaling $as reflected on her July 31, billing statementTo resolve this matter, we offered to adjust the aforementioned fee of $46.61, which Ms*** accepted. This adjustment appeared on Ms***’s August 31, 2017, billing statement. Should Ms*** wish to cancel phone line ending in she will be assessed Installment Billing accelerated cancellation charges, which is valid and no further adjustments are warranted for this matter Further, we spoke with Ms*** on September 7, 2017, in an effort to further discuss her account concerns; however, she declined to authenticate the accountWe take measures to ensure that each account is properly authenticated. Specifically, we require that each account has a PIN and that the account’s PIN or security question/answer is verified before we make any changes to the accountWe 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 account’s security information available when she contacts the undersigned. We regret any inconvenience that Ms*** may have experienced while attempting to resolve the aforementioned concerns. If we can be of further assistance, Ms*** can reach us by calling the Executive & Regulatory Services department toll-free at 1-855-848-3280, ext***. I am available Monday through Friday from 7:a.mto 4:p.m., Eastern Time. Sincerely, /s/ Regina S.Executive Services Analyst

April 6, 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 complaint of Ms***, submitted on March 28, We appreciate your assistance in bringing our customer’s concern to our attention According to the information received, Ms*** asserts that an account was established in her name with her personal information by an unauthorized personMs*** has indicated that she would like Sprint to submit information to the Fair and Accurate Credit Transaction Act (FACTA) and provide details of the fraudulent activity that was established in her nameMs*** requested that Sprint investigate this matter and respond accordingly Sprint has reviewed Ms***’s complaintOur Fraud Management group investigated this matter and confirmed fraudulent activityAs a result, we cancelled the account and applied appropriate account credits to negate the fraudulent charges in February We spoke with Ms*** regarding this matter and sent the FACTA letter on April 3, Ms*** confirmed her understanding with the information and resolution provided to her We regret any inconvenience that Ms*** may have experienced while attempting to resolve this matterIf we can be of further assistance with this matter, Ms*** can contact me directly by calling our Executive & Regulatory Services department toll-free at ###-###-####I am available Monday through Friday between a.mand p.m., Eastern Time Sincerely, /s/ MrMonk MrMonk Executive & Regulatory Services

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

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

November 9, Revdex.com Serving Greater Kansas City Ward Parkway Kansas City, MO Re: *** D***
Revdex.com File # *** Sprint Account # XXXXXX*** Sprint Case # *** To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of *** D***. This complaint was submitted to Sprint on October 17, 2016. We appreciate your assistance in bringing our customer’s concerns to our attention Mr***’s filing expressed his dissatisfaction with the Early Termination Fee that was assessed by his previous wireless service provider, Verizon. According to Mr***, he was advised that porting a line of service to Sprint would not result in cancellation of that line of service from his Verizon account. However, Mr*** further stated that the line of service was portto Sprint, without proper consent. Additionally, Mr*** believes that his monthly rate should be $per month. However, he stated that the monthly invoice exceeded the quoted amountLastly, Mr*** expressed his dissatisfaction with the level of customer service he received from Sprint while addressing this matter. Mr*** requested that Sprint review these matters, allow him the ability to return the new device in exchange for a refund for the down payment he remitted to his Sprint account; and compensate him for the cost of the Early Termination Fee that was assessed to his Verizon account Sprint has reviewed Mr***’s complaint. Please note that the Number Portability process is uniform across all carriers and is regulated via the Federal Communications Commission (FCC); therefore, we are unable to alter the processFor security purposes when we receive or initiate a port request, it is necessary to obtain or verify pertinent billing information regarding the account, which may include, but is not limited to, the account number, account holder's name, phone number and the Social Security Number that is referenced on that accountProvided that this information is accurate, the port will be approved in accordance with FCC guidelines Please note that our records reflect that on October 2, 2016, the appropriate information was provided to authorize Mr***’s port requestAs such, his Sprint account was established with two lines of service associated with phone lines ending in *** and ***Please note that when porting a phone number to a new wireless service provider, the service with the existing wireless provider will automatically cancel as the noted line of service cannot be active with two wireless service providers simultaneously Upon the activation of his account, Mr*** activated two devices via Sprint’s Leasing program and selected the 50% off competitor plan for phone lines ending in *** and ***Additionally, Mr*** received lease promotional credits to offset the monthly lease chargesBased on our account review, we were unable to identify any billing errorsPlease note that on October 26, 2016, Mr*** cancelled his Sprint account within our day Satisfaction Guarantee return period. Additionally, we must respectfully deny his request to provide him a refund for the Early Termination that was assessed by his previous wireless service provider, Verizon Furthermore, we received an email correspondence from Mr***, advising us that he cancelled his account and provided a copy of his equipment return receipt. As a result, we have confirmed with the local Sprint Retail Store location in Canton, Ohio that Mr*** has returned the equipment within Sprint’s Day Satisfaction Guarantee return period. We ask that Mr*** allows up to two billing cycles for the returned equipment to be processed by our Returns warehouse, to receive a credit to his account for the returned equipment, and for Mr*** to receive a refund for his down payment In an effort to ensure a satisfactory and mutually acceptable resolution, we must speak with Mr*** directly. We have made multiple attempts to speak Mr*** regarding his concerns. We attempted to contact him via phone and e-mail on October 18, 19, and of 2016, and mailed a letter to the address on file on October 27, 2016, advising him of our receipt of his complaint and our need to speak with him directly. Mr*** has only responded via email, providing us with an email copy of his equipment return receipt and the Sprint Retail Store location informationShould Mr*** require further assistance with this matter, we urge him to contact the undersigned directly at the phone number noted below We appreciate Mr*** taking time to provide details of his experience with SprintWe are continually striving to improve the quality of service provided to our customersPlease be assured that we value Mr***’s feedback and that his concerns will be forwarded to the appropriate managerial staff for further reviewWe apologize for any inconvenience this matter may have caused Mr***If 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 & Regulatory Service

Re: Revdex.com Case # ***,*** *** Sprint Account # XXXXX*** Sprint Case # *** To Whom It May Concern: Sprint is in receipt of
the above-referenced complaint of *** *** submitted on May 3, 2017. We appreciate your assistance in bringing our customer’s concern to our attention. We are pleased to inform you that we have addressed Mr***’s concern In the information provided by your agency, Mr*** expressed his dissatisfaction regarding his account balance upon the cancellation of his Sprint account. In addition, Mr*** stated that he attempted to process a Change of Ownership, without success. Mr*** requested that Sprint review this matter and take the appropriate action Sprint has reviewed Mr***’s complaint. Our records indicate that Mr*** cancelled his account on December 22, After completing a review of Mr***’s Sprint account for services utilized between September and December we were unable to identify any billing errors. Upon the cancellation of his Sprint account, Mr*** was assessed Lease cancellation and Lease Device Purchase Amount charges associated with his equipment. However, Mr*** returned three of his devices and we applied adjustments totaling $to offset the Lease Device Purchase Amount charges as reflected on the October billing statement. As a result, Mr***’s account is closed with a remaining balance due of $821.82. Furthermore, our records reflect that a Change of Ownership request was not submitted by Mr*** to transfer lines of services from his Sprint account. Please be advised that a Change of Ownership request is completed via our website, www.sprint.com/changeofownership, the accepting and releasing party must submit consent to transfer any lines of services to a new Sprint account We spoke with Mr*** on May 10, 2017, and relayed the above information to him. During that call, we informed Mr*** that we reviewed his account and was unable to identify any billing errors on his monthly billing statements. In addition, we confirmed three devices were returned and adjustments totaling $was applied to his account to offset the Lease Device Purchase Amount charges. We confirmed his remaining balance of $is valid. As such, we encourage Mr*** to remit a payment to his account to satisfy his outstanding account balance to prevent further collections activityMr*** acknowledged the information that was relayed him We regret any inconvenience Mr*** may have experienced regarding this matterIf Mr*** has any further questions about this matter, we can be reached by calling the Executive and Regulatory Services Department at ###-###-####, Monday through Friday, between a.mand p.m., Central Time. Sincerely, /s/ Terrance *** Terrance *** Executive & Regulatory Services

July 13, 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 Mr*** ***. We appreciate your assistance in bringing our customers’ concern to our attention According to the information received, Mr*** stated that he attempted to establish new Sprint service in April 2017, and after multiple attempts to verify his identity, the information was finally verified on June 15, 2017. However, he recently reviewed his credit report and has inquiries from Sprint, which negatively impacted his credit score. As a result, he requested a letter addressed to Experian advising that that the additional credit inquiries were in error and should be removed. In addition, he requested compensation in the form of one month’s service credit As outlined in our Terms and Conditions of Services, Sprint requires potential customers to undergo a credit evaluation prior to establishing wireless communication service with us. We utilize the services of an outside vendor to conduct the credit verification process. Based upon the outcome of the credit evaluation, the terms under which we will establish an account are determined. The criteria used to determine the credit class assigned to a Sprint account is proprietary and confidential. As a result, we are unable to disclose that information During our conversation with Mr*** on July 13, 2017, we advised him that due to any possible miscommunication that may have occurred, as requested, we notified Experian to remove the additional credit inquiriesAdditionally, we mailed a letter to his address on file. Please allow up to days for completion of this process. However, we respectfully decline his request for compensation We appreciate Mr*** for taking time to provide details of his experience with our Consumer Finance representatives. We are continually striving to improve the quality of service provided to our customers. Please be assured that we value his feedback and will utilize this input to improve our training and processes We regret any inconvenience that this matter may have caused. If I can be of further assistance with this matter, Mr*** can contact me by calling our Executive & Regulatory Services department toll-free number at ###-###-####I am available Monday through Friday from 8:a.mto 4:p.m., Central Time Sincerely, Jennifer FJennifer 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]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 29, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File *** Sprint Account XXXXX***, *** D*** Sprint Case *** To
Whom It May Concern: Sprint is in receipt of the above inquiry filed by Ms*** D***. We appreciate your assistance in bringing our customers’ concerns to our attention. According to Ms***’ complaint, she is requesting that the Purchase Price Option (PPO) be waived for one of the devices she returned because it has a defective screen. Ms*** advised that she canceled service for this reason and also because she was promised a cheaper service plan after upgrading devices; however, she indicates she was actually paying more money than her former unlimited plan We regret the circumstances that prompted Ms*** to switch service providers. We contacted Ms*** and discussed her concerns in detail. In light of the billing and device issues she experienced prior to porting her number, we agreed to issue a one-time $goodwill credit to her account. In turn, Ms*** will retain her tablet service with Sprint and she confirmed that this action resolves her dispute We appreciate Ms*** for taking time to provide details of her customer service experience. We are continually striving to improve the quality of service provided to our customersPlease be assured that we value customer feedback and that Ms***’ input will be used in our ongoing efforts to improve our training and processes If Ms*** has any further questions regarding this matter, I can be reached by calling our Executive & Regulatory Services department toll-free at ###-###-####, extension ***. I am available Monday through Friday from 7:a.mto 3:p.m., Central Time Sincerely, April *** Executive Services Analyst

June 5, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case *** Sprint Account XXXXX***, *** *** Sprint Case *** To Whom It May Concern:
Sprint is in receipt of the above-referenced complaint of Ms*** ***. We appreciate your assistance in bringing our customers’ concerns to our attention. According to the information received, Ms*** stated that at the point of sale, she was offered a tablet and was advised by the representative that it was free and she recently discovered that she is being charged a $monthly recurring charge. In addition, she stated that she has attempted to change her service plan multiple times and has been unsuccessful. She is requesting a resolution to these issues. In our effort to provide clear communication about our devices, features, promotions and pricing, Sprint publishes an overview and our retail brochures, displays, partner stores, and web site at www.sprint.com have not deviated from the published information. In our continued efforts to provide all of our customers with the best pricing possible, we cannot fulfill any verbal offers that deviate from the formal and approved published device and/or service plan pricing. As stated in our Terms and Conditions of Services, not all phones are compatible with all plans Upon activation of her tablet, Ms*** was provided with a clear disclosure of her monthly recurring charges and equipment purchase and all other applicable fees and chargesFurthermore, we were able to locate signed copies of her electronic service agreement which includes a description of the charges in questionBased on our review, we were unable to identify any miscommunication regarding the terms of her plan or other monthly charges on Sprint’s part during the activation of her tablet We have made multiple attempts to contact Ms*** regarding her concerns. We attempted to contact her via telephone and e-mail on May 25, 31, and June 1, 2017, advising her we received her inquiry and our need to speak with her directly. In addition, a letter was sent to her billing address on June 1, 2017. Unfortunately, we have been unable to speak with her directly. Sprint is committed to protecting the privacy of our customers. In accordance with that commitment, we take measures to verify that a person is authorized to discuss and/or make changes to an account. Specifically, we require that each account has a PIN and that the account’s PIN or security question/answer is verified before we discuss account information or make any changes to the account. In accordance with that policy, we must first speak with Ms*** and have her provide us with the aforementioned security information before we can discuss the account or assist her with the concerns raised in her complaint. We look forward to speaking with Ms*** and encourage her to contact us at his earliest convenience at number referenced below We regret any inconvenience this matter may have caused. If Ms***’s concerns remain unresolved, I can be reached at the Executive & Regulatory Services department at our toll-free number, ###-###-####, extension ***. I am available Monday through Friday, between 9:a.mand 5:p.mCentral Time Sincerely, Sharon R

July 18, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Complaint *** Account XXXXX***, *** *** *** Case *** To Whom It May Concern:
Sprint is in receipt of the above inquiry submitted by your office on behalf of *** *** ***. We appreciate your assistance in bringing Ms***’s concerns to our attention According to the information provided, Ms*** states that she canceled her Sprint account in June 2016, and was to receive a refund of $49. She further states that she has made several unsuccessful attempts to receive her refund On July 17, 2017, we spoke with Ms*** regarding her concerns. In February 2017, a refund check was processed in the amount of $49.96. Regrettably, the refund was sent to an incorrect address. We have placed a stop payment on this refund and are processing another refund check to be mailed to Ms*** at her current address. Ms*** should allow up to business days to receive her refund check. We regret any inconvenience this matter may have caused Ms***. If additional assistance is required, 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, Susan FExecutive Services Analyst

Mrs*** told me not to worry that she would be taking care of everything I would have no problems with my bill she would straighten it out not only was that not true they charged me to change my plan mid month was not what I was told and I requested a supervisor to listen to the call
because they are recorded and they didn't want toI want my bill to be what was promised and all these charges to be taken away they lied to me I gave them the benefit the previous month and paid the extra $dollars but I am not going to pay the second month additional $dollarsI originally called in on December and spoke tp Mrs*** and the reference number they gave me was *** and when I got the bill I called again that was the December 2016. Thanks *** ***

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 19, 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*** *** ***. We appreciate your assistance in bringing our customers’ concern to our attention. In her inquiry, Ms*** expressed her dissatisfaction with not receiving a refund check for an overpaymentAs a result, she is requesting assistance with receiving her refund check We regret any inconvenience Ms*** may have experienced regarding her refund concernWe have reviewed Ms***’s account and found that a check was mailed to her on August 5, Unfortunately, the check was sent to her old mailing addressWe spoke with Ms*** on August 15, 2016, and confirmed her current mailing addressAs a result, we sent a new check to Ms*** at her current address on August 17, She will receive the check in to daysMs*** stated that she is satisfied with this resolution If Ms*** needs further assistance with this matter, I can be reached 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, 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] While I appreciate the half-hearted attempt in responding to the compliant the Sprint representative, I feel all that happened was just that. There is no corrective action to resolve the issue. The iphone was confirmed originally to be eligible for DSU. This is a all-documented issue that has plaque Sprint for years and I just experienced first hand for myself what everyone knows to be true regarding Sprint's draconian unlock policy.Sprint's CSRs had given me erroneous information and the Sprint representative confirmed the unlock request ticket was issued but not acted on. For my part, I will exercise my rights to inform everyone I know about my experience with Sprint through all channels available at my disposal. Should you/Sprint decide to be reasonable and actually care about public/customer relations, my position remains unchanged. In the meantime, I am not holding out much hope given the years of runaround you and your MVNOs use as business practice. It's just an unlock for heavens sake and the phone was paid for!Good day
Complaint: ***
I am rejecting this response because:
Regards,
*** **

October 18, 2016 Kansas City Revdex.com Ward Parkway Kansas City, MO
*** Re: Revdex.com File #***, *** *** Sprint Account: XXXX*** Sprint Case # *** To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of *** *** submitted on September 28, 2016. We appreciate your assistance in bringing our customer’s concerns to our attention Mr***’s filing expressed his dissatisfaction with being assessed an Early Termination Fee for phone line ending in ***, after cancelling and returning all of his devices within Sprint’s 14-day Satisfaction Guarantee return period. Mr*** requested that Sprint review this matter and adjust the disputed charges accordingly Sprint has reviewed Mr***’s complaint. According to our records, Mr*** activated phone lines ending in *** and *** and purchased devices at discounted pricing in exchange for a two-year Service Agreement for each phone number on November 7, Additionally, on November and November of 2015, phone lines ending in ***, *** and *** were activated via Sprint’s Leasing and Monthly Installment programs. Please note 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 device. Lease payment varies by device and a down payment may be required and varies by customer and device. With a lease option, Sprint owns the device. At 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 device. For further information regarding Sprint Leasing please visit www.sprint.com/lease Sprint 24-Month Installments is a device installment agreement that gives new and existing customers an affordable option to activate/upgrade to a Smartphone, feature phone or tablet device. Customers simply purchase an eligible device with no or a variable down payment, depending on device, and agree to monthly installment payments for each financed device. There are no service discounts for devices purchased through Sprint 24-Month Installments and at the time of purchase the customer will be required to pay all applicable sales tax against the Suggested Retail Price (SRP) as well as any applicable down payment for any device being purchasedFor additional information and eligibility requirements customers can visit www.sprint.com/easypay 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. You are responsible for all prorated monthly service charges, access and airtime charges, and the related taxes, surcharges and fees accrued on your account through the deactivation date. Please also note that premium content charges, overage minute charges, roaming charges, and applicable long distance and/or International charges will be billed on your final invoice. This policy may not reflect the additional return policies of our authorized third-party dealers or retailers In an effort to further investigate Mr***’s device concerns, we have confirmed that phone lines ending in ***, ***, *** and *** were cancelled on November 19, 2015, within our 14-day Satisfaction Guarantee return periodOur records further indicated that phone line ending in *** was cancelled on December 15, 2015, prior to fulfilling the terms of the Service Agreement. As a result, the account was assessed an Early Termination Fee of $200, plus applicable taxes, as reflected on the January billing statement. Subsequently, his account was forwarded to an outside collection agency, Diversified due to the outstanding account balance Furthermore, we have confirmed that the aforementioned devices were returned to Sprint’s Returns warehouse on December 11, As such, we have agreed to apply a total adjustment of $to his account to offset the Early Termination Fee and monthly recurring charges plus applicable taxesThis credit will appear on the November billing statement. The account remains closed with a zero balance. In addition, we will request that the outside collections agency, Diversified remove all negative reporting from the credit bureaus. We ask that Mr*** allows up to days for completion of this processIn an effort to ensure that Mr*** is satisfied with our aforementioned resolution, we spoke with Mr*** on October 11, 2016, and relayed the aforementioned information and resolution to him. Mr*** confirmed that he was satisfied with the resolution providedWe apologize for any inconvenience Mr*** may have experienced while attempting to resolve this matter. We appreciate Mr*** taking time to provide 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 will be forwarded to the appropriate managerial staff for further reviewIf we can be of further assistance with this issue, Mr***’s can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext***. I am available Monday through Friday between 7:a.mand 4:p.m., Eastern Time Sincerely, /s/ Catherine *** Catherine *** Executive & Regulatory Services Analyst