Sprint Corporation

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 *** ***

August 2, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File *** Sprint Account xxxxx***, *** *** Sprint Case *** To Whom It May Concern:
The above-referenced inquiry filed by Ms*** *** has been forwarded to our office for review. We appreciate your assistance in bringing our customers’ concerns to our attention. In the information provided, Ms*** expressed her dissatisfaction with the charges assessed to her Sprint account for a device that was returned to one of our retail locationsMs*** stated that her sister, an end user on her account, added a new line of service and equipment lease to her Sprint account, without her permission. Ms*** cancelled her account and requested Sprint to remove the disputed charges We regret any misunderstanding that may have occurred related to Ms***’s Sprint billing concerns. Our records reflect that an authorized end user activated a new line of service on February 9, 2017. Subsequently, our records reflect that the line of service was cancelled on June 27, Please note that Sprint identified that the above-noted returned equipment was received by an authorized dealer on February 13, 2017, as such, on July 20, 2017, we applied credits totaling $to Ms***’s Sprint account to offset the associated equipment charges in full and a portion of the service charges assessed between February 13, and June 27, 2017. Those credits will be reflected on her August invoice. During our conversation with Ms*** on July 25, 2017, we reviewed the above-information. Ms*** confirmed that her issues have been addressed and resolved to her satisfaction We appreciate Ms***’s taking time to provide details of her experiences with our authorized retailer representatives. We are continually striving to improve the quality of service provided to our customers. Please be assured that we value customer feedback and that Ms***’s concerns will be forwarded to the appropriate managerial staff for further review If we can be of further assistance with these matters, Ms*** can contact me directly by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext***. I am available Monday through Friday between a.mand p.m., Central Time Sincerely, Lori KExecutive Services Analyst

September 25, Revdex.com Ward Parkway, Suite Kansas City, MO Re: File ***, *** *** Account XXXXX*** Sprint Case ***
To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of *** ***. We appreciate your assistance in bringing our customer’s concern to our attention According to the information provided, Ms*** stated that she was not informed that she could not access the internet and be on a call simultaneouslyShe also stated that she has been experiencing issue with making callsShe further advised that she was offered a plan rate for $for three linesMs*** is requesting the rate plan be honored, her calling issue be resolved and be able to access the internal while on a call We spoke with Ms*** on August 28, 2017, regarding her concernsWe explained that our current network Spectrum only allow our devices to simultaneously make a call and access the internet while on WiFiWe also engaged our network team to investigate her issues with make outbound callsIn response to our network findings, we again spoke with Ms*** on September 25, She confirmed that her coverage issue has improved as she is no longer experiencing her outbound calling issueWe also discussed her billing concerns and confirmed that she is on the correct promotional planHowever, the plan requires Autopay be setup to receive a $discount which will apply to lines ending in ***, ***, and ***With the AutoPay enrollment discount the monthly service plan rate for the voice lines of service is $Ms*** advised that her issues have been addressed and she has no other concerns We regret any frustration this matter may have causes. If we can be of further assistance, Ms*** can contact me directly by calling the Sprint Executive & Regulatory Services Department toll-free at ###-###-####, ext***. I am available Monday through Friday between a.mand p.m., Central Time Sincerely, *** ** Executive Services Analyst

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards,
*** ***To whom it may concern, The business did contact meHowever because I am no longer their customer no resolution was offered to me

September 14, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Complaint ***, *** *** Sprint Account XXXXX*** Sprint Case *** To Whom It May Concern: Sprint is in receipt of the supplemental inquiry of Mr*** ***, which is in response to our September 1, 2016, correspondence. Based on the supplemental inquiry, Mr*** states he was advised by our office days ago that he would no longer receive any solicitation from Sprint. He states on September 7, 2016, he received another mailing from Sprint addressed to a Mr***He further states that person does not reside at his current resident and is requesting that we update our mailing and contact records to reflect that In our previous response, we advised Mr*** that we added his contact information to our internal Do-Not-Contact list. Please allow days for our internal Do-Not-Contact processing to complete. Additionally, upon further review, the document Mr*** provided in his supplemental inquiry did not come from Sprint, but from another carrier. In addition, Mr*** can register his contact information on the national Do-Not-Call Registry at *** If I may be of further assistance with this matter, Mr*** may contact me by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####, extension ***. I am available Monday, Tuesday, Thursday and Friday from 8:a.mto 4:p.m., Central Time Sincerely *** BExecutive Services Analyst

August 14, Revdex.com of Greater Kansas City Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case ***-Rebuttal, *** *** Sprint Account xxxxx*** Sprint Case *** To Whom It May Concern: Sprint is in receipt of the above-referenced rebuttal of Ms*** ***. We appreciate your assistance in bringing our customers’ concerns to our attention and regret the circumstances that led to Ms***’s contacting your agency once again. In her rebuttal, Ms*** requested that we provide additional information about a promotional offer previously discussed, the status of a device she turned in, and the amount of a credit owed to her We regret any remaining misunderstanding that may have occurred related the noted promotional offer. As outlined in our response to Ms***’s previous filing, although she may have qualified for a Sprint Discount Program (SDP) employer-based service discount, she subscribed to a promotional rate plan on December 12, 2016, that was designed with significant buiprice reductions that make it ineligible for further discounts. As such, no additional monthly discount can be offered to her toward her rate plan billing In addition, based on the information provided by Ms*** and in our records, we are regrettably unable to identify what specific device return she referenced in her inquiry. As such, it will be necessary for us to speak with her directly in order to validate her account security information and obtain additional details that will aid in our review and our ability to address that matter and respond to any related account credits that may be due Unfortunately, our attempts to contact Ms*** via telephone and e-mail on August 7, and 11, 2017, to discuss her reported concerns were unsuccessful. We also mailed a letter to Ms***’s at her address of record on August 11, 2017, acknowledging our receipt of her inquiry and requesting that she contact us directly for assistance with this matter. However, we have not yet received any response from her. Although we were unable to speak with Ms*** directly about her rebuttal, we believe that her reported concern can be completely addressed. As such, if we can be of further assistance with these matters, we invite her to contact me by calling our department toll-free at ###-###-####, extension ***. I am available Monday through Friday between a.mand p.m., Central Time Sincerely, Beatrice R Executive Services Analyst

May 30,
Revdex.com Serving Greater Kansas City
Ward Parkway
Kansas City, MO
[email protected]
Re: Revdex.com File #***, *** ***
Sprint Account: xxxxx***
Sprint Case # ***
To Whom It May
Concern,
Sprint is in receipt of the above-referenced complaint of Ms*** *** submitted on May 24, We appreciate your assistance in bringing our customer’s concern to our attention
According to the information received, Ms*** expressed her dissatisfaction with her inability to replace her deviceMs*** requested that Sprint review this matter and take the appropriate action
Sprint has reviewed Ms***’s complaintPlease note that all new Sprint devices and/or Mobile Broadband devices come with a limited one-year manufacturer’s warrantySprint customers are also given the option to subscribe to our Total Equipment Protection (TEP) option within the first days of activating a new deviceTEP provides Sprint customers with a cost efficient way to protect themselves against loss, damage, and wear and tear to their device that is not covered under the provisions of the limited one-year manufacturer’s warranty
According to our records, Ms***’s subscribes to Sprint Total Equipment Protection (TEP) plan on her phone line ending in ***Therefore, if the problem with Ms***’s device is covered under the Equipment Service and Repair Program (ESRP) portion of TEP, her device will be repaired or replaced at no charge at a Sprint service and repair center for the first two visitsMs*** will be charged $for each subsequent visit to a Sprint service and repair center, if her device requires repair or replacement within a rolling 12-month period
If the problem with Ms***’s device is covered under the Equipment Replacement Program (ERP) insurance portion of TEP, she may contact Asurion, the program administrator, to file a claimA $up to a $deductible, depending on the device model, is required at claim approvalFurther details regarding TEP and the coverage’s under ESRP and ERP may be found at www.sprint.com/tep
We spoke with Ms*** on May 25, 2017, and relayed the aforementioned informationRegrettably, Ms*** declined our offer to assist her with replacing her device at a local Sprint Authorized Service and Repair Center locationTo provide closure for this matter, we offered and Ms*** accepted a $credit to be applied to her account to offset a portion of the deductible if she elects to file a claim with our program administrator, Asurion to replace the device associated with phone line ending in ***During the conversation, Ms*** stated that her issue was resolved to her satisfaction
We appreciate Ms*** taking the time to provide us with her feedback regarding her experience with the Sprint retail store and our Customer Care groupWe are continually seeking ways to improve the quality of service provided to our customersPlease be assured that we value her feedback and that her concerns have been forwarded to the appropriate managerial staff for review
We regret any inconvenience this matter may have caused Ms***If we can be of further assistance, Ms*** can contact the Executive and Regulatory Services department toll free at ###-###-####I am available Monday through Friday, from a.mto 4:p.m., Eastern Standard Time
Sincerely,
/s/ Hakima W
Hakima W
Executive & Regulatory Services

From: *** *** Date: Thu, Nov 10, at 11:AMSubject: Re: You have a new message from the Revdex.com of Greater Kansas City in regards to your complaint #***To: Revdex.com Problem has been fixedThanks

Tell us why here April 17,
Revdex.com
Ward Parkway, Suite
Kansas City, MO
Re: Revdex.com Case ***, *** ***
Sprint Account: xxxxx***
Sprint Case: ***
To Whom It May Concern:
Sprint is in receipt of the above-referenced
complaint of ***y ***, submitted on March 23, We appreciate your assistance in bringing our customer’s concern to our attention
Ms***’s filing expressed her dissatisfaction with experiencing service related issues after relocating to Amman, ***According to Ms***, she spoke with a representative in Sprint’s World Wide department and was informed that Sprint does provide international service in Amman, ***Ms*** stated after a few days after arriving in Amman, *** she was unable to utilize Sprint serviceMs*** advised that she had to establish service with another wireless provider and contacted Sprint’s World Wide department for further assistanceHowever, they were unable to assist with her service issuesMs*** further expressed her dissatisfaction with her account not being properly noted after contacting Sprint’s Customer Care group to report her iPhone and iPad devices stolen while travellingMs*** requested that Sprint review these matters and adjust her account accordingly
Sprint has reviewed Ms***’s complaintWe regret any miscommunication that may have transpired between Ms*** and Sprint’s World Wide representativeRegrettably, we are unable to substantiate Ms***’s claims regarding the coverage in Amman, ***
In regard to Ms*** reporting her iPhone and iPad devices stolen, we are unable to substantiate the interaction between Ms*** and Sprint’s Customer Care representativesOur records indicate that the iPhone device associated with the phone number ending in *** was placed on Seasonal Standby plan on February 4, Additionally, on March 19, 2017, the iPad device associated with the phone number ending in *** was reported as lost/stolen
We spoke with Ms*** on April 11, 2017, to discuss her concerns and relayed the above information to herAt that time, we offered to waive the Lease/Installment Billing accelerated cancellation charges that were assessed to her account upon the return of her equipmentWe have also offered to waive fifty percent of the Lease/Installment Billing accelerated cancellation charges associated with the iPhone and iPad devices that were stolenMs*** was further advised that she would be responsible for the remaining balance reflected on herMs*** acknowledged the information and resolution provided to her
Please be advised that we are continually seeking ways to improve the quality of service provided to our customersOur representatives are required to attend extensive training classes before they are released to assist our customersPlease be advised that we appreciate Ms*** taking the time to provide us with the details of her experiencePlease be assured that we value Ms***’s feedback and that her concerns have been forwarded to the appropriate managerial staff for further review
We regret any inconvenience this matter may have caused Ms***If we may be of further assistance, Ms*** can reach us by calling the Executive & Regulatory Services department toll-free at ###-###-####, extension ***I am available Monday through Friday from a.mto p.m., Eastern Standard Time
Sincerely,
/s/ Dar-Sheen ** ***
Dar-Sheen ** ***
Executive & Regulatory Services

May 17, 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 rebuttal complaint of Mr*** ***. We appreciate your assistance in bringing our customers’ concerns to our attention. According to the information included in the rebuttal complaint, Mr*** is not satisfied with Sprint’s previous response. He would like to speak with someone else regarding his concerns. We regret that Mr*** was not pleased with our previous response. We attempted to reach Mr*** via phone and email on May and 15, 2017, asking him to contact our office to discuss his concernsUnfortunately, our attempts were unsuccessfulHowever, when we spoke with Mr*** on April 17, 2017, during our investigation of the original complaint, we advised him that the iPad Mini associated with line ending in *** had successfully been moved from account XXXXX*** to account XXXXX*** effective March 17, As a result, the 24-month Installment Billing (IB) agreement associated with equipment was also moved to account XXXXX***Mr*** confirmed understanding of the information provided at that timeShould Mr*** have any additional questions or concerns we ask that he contact our office directly at his earliest opportunityWe appreciate Mr*** for taking the time to provide us with details of his recent 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.We regret any frustration this matter may have caused. If I may be of further assistance regarding this matter, I can be reached 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, LaToya ***Executive Services Analyst

Tell us why hereJuly 12, 2017 Revdex.comWard Parkway, Suite 200Kansas 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 inquiry filed by Mr*** ***. We appreciate your assistance in bringing our customers’ concerns to our attention In the information provided, Mr*** expressed his dissatisfaction with the level of Sprint network coverage available in an area where he needs wireless communication for five months a year. Although our service in the area where he spends the other seven months a year is satisfactory, he requested that we terminate his services with no contractual obligation and provide a refund of his recent $payment We regret that our network services in Mr***’s referenced area has not met with his wireless communication needs or expectations. We identified that the service address he referenced is within Sprint coverage and that our network in that area appears to be operating within parameters with no recent outages or anomalies that would lead to the issues he described. However, as indicated in his inquiry, his specific location appears to be in an area with limited network access, perhaps due to topographical or other natural or man-made obstacles beyond our control. During our conversation with Mr***, we explained the information outlined above and advised that, in an effort to better pinpoint the source of his reported issues, we forwarded his concerns to an advance technical support team for further review. We also agreed to follow up with him once additional information is available. We confirmed that representatives of that team are working directly with Mr*** to troubleshoot and address his reported concerns. Mr*** is aware that we will continue to monitor this matter will remain involved and available to him until our technical support team has completed their investigation. We committed to follow up with Mr*** to ensure that a final resolution has been achieved by no later than July 14, 2017. He indicated his satisfaction with our actions and that follow-up. We regret any inconvenience this matter may have caused Mr*** but appreciate his patience as we strive to improve his Sprint network experience. If he has questions regarding this issue prior to our scheduled follow up, he can contact me by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####, extension ***. I am available Monday through Friday between 7:a.mand 4:p.m., Central Time. Sincerely, Sean J.Executive Services Analyst

September 6,
Revdex.com
Ward Parkway, Suite
Kansas City, MO
Re: Revdex.com File ***
Sprint
Account xxxxx***, Meghan
***
Sprint Case ***
To Whom It May Concern:
Sprint is in
receipt of the above-referenced inquiry of MsMeghan ***. We appreciate your assistance in bringing our
customers’ concerns to our attention.
In the information provided, Ms*** expressed unfavorable
customer experience in addressing her service and billing. She stated that she experienced dropped
calls, no service and slow service.
Further, she states that she was offered our Freedom Unlimited plan at
the new customer advertised price. As a
result, she requested that we honor the quoted rate or allow her to cancel
We regret that our coverage in Ms***’ area may not
be meeting her wireless communication needs or expectations. We constantly monitor our network for service-
and capacity-related issues and work diligently to address any concerns we
identify or are brought to our attention by our customers. However, as outlined in our Terms and Conditions of Service, which can be reviewed 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. 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. However, it is important to
note that certain areas may have limited or no coverage and that various
factors such as terrain, foliage, and buildings may affect actual coverage in a
particular area even when estimated to be within 'best' coverage.
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 website 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
Our
records reflect that Ms*** updated her plan to the Freedom Unlimited
plan, effective August 6, 2017, for her two lines of service at $monthly
not including Total Equipment Protection at $per line or her $equipment
lease charges
We
spoke with Ms*** on August 25, 2017, regarding her service
dissatisfaction and Freedom unlimited plan.
We advised Ms*** that unfortunately, we are unable to honor the
quoted rate of $monthly for the unlimited Freedom plan. We explained that the plan for her existing
account is $monthly, but that she saves an additional $per line with
auto-pay, reducing the cost to $100. Ms
*** expressed her dissatisfaction with the information provided and
requested to cancel her services with return of the Sprint devices
In
an effort to mutually resolve this matter, we agreed to allow Ms*** the
opportunity to cancel her services with return of the leased devices to Sprint
in good working condition. After the
completion of the port-out, Ms*** will disable the “Find My Phone”
feature and notify our office so that we can mail her a RMA kit to facilitate
the return of the two Apple iPhone devices to Sprint. Once the devices have been returned to
our warehouse and their condition is confirmed, we will apply credit to her account to offset the
lease pay-off balance and purchase amounts.
However, we advised Ms*** that she is responsible for the billed
charges until she cancels. This offer is
valid for the next days
We regret any
inconvenience that this matter may have caused Ms*** and the loss of
her business. If we can be of further
assistance related to this concern, Ms*** 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

April 25, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File *** Sprint Account xxxxx***, *** *** Sprint Case *** To Whom It May Concern:
The above-referenced inquiry filed by Ms*** *** has been forwarded to our office for review. We appreciate your assistance in bringing our customers’ concerns to our attention. In the information provided, Ms*** expressed her dissatisfaction with charges reflected on her March invoice after reporting her device stolen. Ms*** stated that her credit card was charged via auto payment for these additional fees and requested a refund. Additionally, Ms*** stated that her Sprint account reflects additional leased equipment charges assessed on her April invoice for cancelling a lease and failure to return the stolen equipment. Ms*** stated she only has two active lines of service and has been overcharged, and requested a refund During our conversation with Ms*** on April 18, 2017, she confirmed that while traveling in Jamaica in October 2016, the device activated on telephone number ending *** was lost/stolen. Our records reflect that Ms***’s Sprint account was assessed $for international usage between October and April 2017, prior to her reporting the device lost/stolen. Although we sustain that the international charges are valid, as a gesture of goodwill, we applied credit totaling $to offset those charges. These credits will be reflected on Ms***’s May invoice Additionally, we were unable to confirm any request by Ms*** to cancel services for telephone number ending *** prior to April 18, 2017. As requested, we cancelled telephone number ending *** on April 18, 2017, and her Sprint account was assessed the accelerated equipment charges in accordance with her Sprint Installment Agreement *** executed on May 24, 2016, when she purchased a new device Additionally, our records reflect that Ms***’s Sprint account was assessed equipment leased charges, as requested, when telephone number ending *** requested to cancel the lease and purchase a new device model. As a result, the remaining leased equipment charges totaling $when lease *** executed on December 15, and cancelled March 17, Finally, after reviewing Ms***’s selected equipment and price plan, we were unable to identify any Sprint billing error. Ms*** confirmed that her issues have been addressed and resolved to her satisfaction We regret for any inconvenience this matter may have caused Ms***. If she requires additional assistance with this concern, she can contact me directly by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext***. I am available Monday through Friday between a.mand p.m., Central Time Sincerely, Lori KExecutive Services Analyst

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
IT is just sad, as a LONG time customer-nothing was offered to offset the lose of my phone (*due to upgrade)-as soon as I ported my # to a prepaid (NON Sprint) line they offered me $to come back to them, via emailI denied that offer-when they called me, as referenced above-they offered $towards my future bill, which I acceptedI wish they offered that prior to KEEP ME as a GOOD, long time customer.
Regards,
*** ***

November 22,
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 November 1, We appreciate your assistance in bringing our customer’s concern to our attention
Ms***’s filing expressed her dissatisfaction with being charged for a tablet device associated with phone line ending in ***Ms*** stated she was informed that the tablet would be at no costIn addtion, Ms*** expressed her dissatisfaction with incurring two lease charges associated for phone line ending in ***As a result, Ms*** requested that Sprint review this matter
According to our records, on September 22, 2016, Ms*** purchased a tablet associated with phone line ending in *** via Sprint’s Monthly Installment programOn October 11, 2016, Ms*** upgraded her device associated with phone line ending in *** via Sprint’s Leasing programEffective September 19, 2014, Sprint launched the Sprint Lease program, an industry-first option that gives new and existing customers the flexibility to lease select smartphones and tablets for a lower monthly cost versus purchasing the 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
We confirmed that the tablet associated with phone line ending in *** was received at our warehouse on September 30, Due to an inadvertent error, Ms*** incurred lease charges for the original and new lease associated with phone line in *** as reflected on the October billing statementWe confirmed Ms*** returned the device on the original lease (iPhone device) to our warehouse on October 24,
To resolve this matter, on November 18, 2016, we terminated the tablet line ending in *** and adjusted the accelerated chargesIn addition, we terminated the original lease associated with phone line ending in ***
We spoke with Ms*** on November 21, 2016, to discuss her concerns and relayed the above information and resolution to herWe apologize for any inconvenience Ms*** may have experienced while attempting to resolve her issue
If Ms*** would like to further discuss this matter, she can contact the Executive and Regulatory Services Department toll free at ###-###-####I am available Monday through Friday, from a.mto p.m., Eastern Time
Sincerely,
Cheryl S
Executive & Regulatory Services

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meHowever, I would like to clarify that the follresponse is incorrect as to the device it referencesThe device was not an HTC Desire ***, it was an HTC Desire ***
Regards,
*** ***

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Assumed Answered]
Complaint: ***
I am rejecting this response because: I am still not pleased with the answer I was given as my account is still being interrupted, and the only response I received is to pay the bill, and once its current they will helpI was also told that I should look for a new phone company provider as they have done all they can, which is not a lot but pass me around from department to department, each time I reached out to I am forwarded to the finacial department and and was given the date my contract is up, I am so disappointed, and feels like my trust in the company I have been with over 10+ years has been lost as no one has attempted to help because I had a balance over due, which I was told by a representative to not pay until was contacted by some oneI have done all that they have advised me to do and I am still experiencing the same issues my plans now are still uncertain going forward as I'm still confused but will pay the balance due as I was told by numerous departments and hopefully they are able to help
Regards,
*** ***

October 12, Revdex.com Ward Parkway, Suite 401 Kansas City, MO Re: Revdex.com Case ***, Nyree *** Sprint Account xxxxx*** Sprint Case
*** To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of MsNyree ***. We appreciate your assistance in bringing our customers’ concerns to our attention. In the information provided, Ms*** disputed our continuing to assess a $Subsidized Phone Fee to her account after the satisfaction of her two-year service agreement, advising that she was previously informed that the charge would be removed. Ms*** requested that we remove the charge from her account and apply credits for the months the charge was already assessed since the satisfaction of her noted agreement We regret any possible misunderstanding that may have occurred regarding Ms***’s Sprint billing. Our records reflect that she fulfilled the referenced two-year service agreement on July 2, 2017. As such, the disputed charge should no longer be assessed to her account. To remedy that matter, we updated Ms***’s account on October 6, 2017, to discontinue the $monthly Subsidized Phone Fee on Ms***’s referenced line of service and forwarded information to the appropriate back-office teams to review the apparent system failure During our conversation with Ms*** on October 11, 2017, we explained the details outlined above. We also assured her that we applied credits totaling $to her Sprint account to offset the Subsidized Phone Fees reflected on her July to September invoices plus applicable taxes, leaving her with a $account balance. We also explained that those credits plus the remaining prorated credit of $should be reflected on her October invoice. Ms*** expressed her satisfaction with our resolution We regret any inconvenience Ms*** may have experienced as a result of this matter. If we can be of further assistance with this concern, Ms*** can contact me by calling our department toll-free at ###-###-####, extension ***. I am available Monday through Friday between a.mand p.m., Central Time Sincerely, Beatrice R Executive Services Analyst

December 29, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case ***, *** ** Account - None Case *** To Whom It May Concern: Sprint is in
receipt of the above-referenced complaint of *** **. Thank you for forwarding our customers concerns to our attention. According to the information provided, Mr** is requesting assistance unlocking a device. Unlocking a device is a general term that refers to one or more types of device unlockingMSL unlocking refers to providing an MSL code in order to disable software that sets device parameters and prevents the device from activation on a different network. Unlocking also refers to enabling the SIM slot of the device to allow another carrier’s SIM card to be inserted (either domestically or internationally). Unlocking a device will not necessarily make a device interoperable with another carrier’s network. In other words, a device designed for one network is not made technologically compatible with another network merely by unlocking it. Additionally, unlocking a device may enable some functionality of the device but not all (e.g., an unlocked device may support voice services but not data services when activated on a different network). Additional information about unlocking may be found at www.sprint.com/unlockSprint will unlock a device under the following circumstances: Any associated service agreement, Installment Billing Agreement, or Lease Agreement has been fulfilled, including payment in full of any applicable Early Termination Fees or end-of-lease/installment billing purchase options; The associated account is in good standing; The device has not been reported as lost or stolen, associated with fraudulent activity, or otherwise flagged as ineligible to be unlocked; and The device has been active on the Sprint Network, currently or in the past, for a minimum of days We confirmed an iPhone 6s was previously activated on a phone number not belonging to Mr**. Unfortunately, the iPhone 6s does not meet the above criteria for unlocking. We are unable to provide the exact reason as Mr** is not the account holder During our conversation with Mr** on December 22, 2017, he indicated he purchased the device from an individual on Craig’s List. We suggest he contact the original owner of the device for more information We appreciate Mr** for taking time to provide details of his experience with our customer service representatives. We are continually striving to improve the quality of service provided to our customers. Please be assured that we value customer feedback and will utilize this input to improve our training and processes. If Mr** needs further assistance regarding this matter, he can contact me by calling the Sprint Executive & Regulatory Services department toll-free at 1-844-282-8211, extension ***. I am available Monday through Friday between 8:a.mand 4:p.m., Central Time Sincerely, Ann HExecutive Services Analyst

June 29, 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 Ms***’s filing expresses her dissatisfaction with the temporary service interruption that took place on her account due to it being flagged for additional identification. Ms*** is requesting that Sprint provide her with one year of free service Sprint has reviewed Ms***’s account and contacted Ms*** at the phone number provided in her complaint. Sprint is committed to protecting the privacy of our customers. In accordance with that commitment, we take measures to verify that any person contacting us about an account is authorized to discuss and/or make changes to that account. We explained to Ms*** that upon activation of her account, the account was placed under investigation with Sprint’s Fraud Management Group for possible identity theft Please note that our records reflect that Ms***’s Sprint account was activated on May 3, 2017. Thereafter, on May 5, 2017, the account was suspended for possible identity theft. On May 8, 2017, Ms*** provided the requested documents as proof of her identity at a local Sprint retail location. However, as the information was provided outside of business hours, Ms***’s account was not resumed until the next business day, May 9, Please note that Sprint does not compensate for loss of personal time and or business. However, in an effort to amicably resolve this matter, Sprint has contacted Ms*** at the phone number provided in her complaint. On June and 28, 2017, we offered to apply a one-time $courtesy credit to Ms***’s account to offset her June 2, billing statement. Ms*** has declined our offerWe respectfully decline Ms***’s request to provide her with one year of free service, We regret any inconvenience this matter may have caused Ms***. If we can be of further assistance with this matter, Ms*** can contact me by calling our Executive & Regulatory Services department toll free at ###-###-####, extension ***. I am available Monday through Friday, from 8:a.mto 4:p.m., Eastern Time Sincerely, /s/ Taheera L Taheera LExecutive Service Analyst