Sprint Corporation

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

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

We appreciate your assistance in bringing our customer’s account concern to our attentionWe apologize for any inconvenience that was caused
In the inquiry, Ms*** *** disputed cancellation charges assessed subsequent to the port out of three of her account phone numbers
Further, she expressed her dissatisfaction in regard to the level of customer service she received when she attempted to resolve the matter
During our discussion with Ms*** on August 7, 2015, she stated that some of the account phone users moved outside of a Sprint service area and subsequently ported their numbers to another carrierShe requested that a credit be applied to offset the associated Early Termination Fees and phone lease balanceWe advised her that the above-referenced cancellation charges were validHowever, in order to bring closure to her concern, we applied $1,in account credits to offset two Early Termination Fees and a phone lease balanceThe applied credits included taxes, applicable fees and surchargesShe stated that her concern was resolved
We appreciate his taking the time to provide us with the details of his concernPlease be assured that we value his feedbackIf you or Ms*** have any questions regarding these matters, you or Ms*** can contact us by calling the Executive & Regulatory Services department toll-free at ###-###-#### or ###-###-####We are available Monday through Friday between 10:a.mand 6:p.m., Central Time
Sincerely,
Patricia S***
Executive 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

May 23, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case ***, *** *** Sprint account xxxxx*** Sprint Case *** To whom it may
concern: Sprint is in receipt of the above referenced inquiry of Ms*** ***. We appreciate your assistance in bringing our customers concerns to our attention. In the information provided, Ms*** expressed her dissatisfaction with our customer service representatives, stating she returned a device that was not activated. However, she has not received a refund for the deviceWe spoke with Ms*** on May 22, 2017, and successfully refunded the total payments of $and $made at point of sale in the Sprint retail store at time of activation. Ms*** can expect to receive this back to her credit card within three to five days. With this action, Ms*** confirmed her complaint has been fully resolved On behalf of Sprint, I apologize for any inconvenience Ms*** may have experienced as a result of this concern. If we can be of further assistance, or if Ms*** has supplemental questions or concerns, she can contact me 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, Linard AExecutive 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

[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: They have still not made the bill what the original quote wasAt the time I spoke with this person they were still in the middle of trying to fix thingsI am still not satisfied with the results as it does not match the original quote but is better than before when Sprint tried to almost triple their quoted price.I am also still waiting to see if the monthly bill will remain at this newly quoted price which is about the 5th different one I have had ranging from the $to over $per month. I still believe Sprint representatives are guilty of bait and switch tactics to lure customers away from other networksThey do not honor their quoted prices
Regards,
James H***

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

April 26, 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*** *** regarding Sprint account XXXXX***, established in the name of Mr*** ***. We appreciate your assistance in bringing our customer’s concern to our attention. According to the information provided, Ms*** stated that she has not received the promotional credits to reduce the monthly price of her iPhone or iPhone Plus to $per month that were extended in an email that she received prior to upgrading her equipment. She also expressed her dissatisfaction with being advised after several months that she was not eligible to receive the credit and that she was only offered a one-time credit of $150, which she declined because she believes she should receive $per month for monthsShe also expressed her dissatisfaction with being advised that if she canceled one of the lines she would have to pay a $cancelation fee. Therefore, she is seeking assistance with resolving these matters. We spoke with Ms*** and she requested that we only respond to her complaint in writing. We reviewed Mr***’s account and our records regarding the concerns brought forth. We were unable to find a Sprint promotional offer of an iPhone or Plus device at the rate of $per month for a customer that was upgrading on an existing line of service at a Sprint location the time of their equipment upgrade purchase. However, we confirmed that both the iPhone and the iPhone Plus that were Leased on December 23, 2016, and activated on Mr***’s account were Leased for months at a discounted rate. We confirmed that an instant discount of $plus applicable taxes was deducted from the original $price of the iPhone Plus that is active on his line of service ending *** and an instant discount of $plus applicable taxes was deducted from the original $price of the iPhone device that is active on his line of service ending ***, as reflected on his original receipt of purchase. As a result, we confirmed that the monthly charges of $for the iPhone Plus and $for the iPhone are valid charges for the months of the current Lease Agreements, and these lines of service are not eligible for any other equipment discounts. As a result, Mr*** would be subject to paying the remainder of any unpaid lease charges and returning the corresponding Leased device if a line of service is canceled. Although Ms*** declined our offer to provide a one-time credit of $as a courtesy, we invite Mror Ms*** to contact us directly if they desire to discuss these matters in further detail or to provide a copy of the email received including the $promotion for further review We regret any inconvenience these matters may have caused. If I may be of further assistance with these matters, I can be reached toll-free by calling ###-###-####. I am available Monday through Friday, between a.mand p.m., Central Time Sincerely, Clara CExecutive Services Analyst

To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of Mr*** ***. We appreciate your assistance in bringing our customers’ concerns to our attention. According to the information provided in Mr***’s inquiry, he advises that
his account has been overbilled for months, and that his monthly charges should be approximately $228. Therefore, Mr*** is requesting that we review the charges, and apply a credit to rerate the charges assessed to his account above the $228. We confirmed that Mr***’s phones are set up with the correct plan, which includes lines sharing gigabytes of data, unlimited minutes, unlimited text messages, and lease charges for $plus applicable surcharges and taxesThis amount includes a percent discount and lease creditsWe 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. Due to any miscommunication regarding his monthly plan charges, we rerated the charges for the last invoices, and applied credits totaling $to his account. Further, we determined that Mr***’s account was being incorrectly billed for a phone that was returned to the store when he upgraded his phone and accepted a new lease agreement. As a result, we canceled this Installment Billing Agreement (IBA) and applied credits totaling $to his account to offset the IBA related charges. We regret any inconvenience Mr*** may have experienced as a result of this matter. If he needs further assistance, he can reach me toll-free at ###-###-####, ext***. I am available Monday, Tuesday, Thursday, and Friday from 7:a.mto 5:p.m., Central TimeSincerely, *** *Executive Services Analyst

June 22, 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 subsequent inquiry filed with your office by Ms*** ***, submitted on behalf of the account holder, Mr*** ***. We appreciate the opportunity to address their concerns once again. Based on the information provided, Ms*** states that receiving another phone is unrelated to the coverage concern that she reported for ***, Texas. She further states that she believes she should not have to provide the account security information for Mr***Therefore, she is requesting that we review her coverage concerns. We regret that the coverage in ***, Texas, has fallen short of Ms***’s expectations. We constantly monitor our network for service and capacity-related issues, and work diligently to address any issues we identify or are brought to our attention by our customers. During our phone conversation with Ms*** on June 20, 2017, she advised our office that she wanted to express her dissatisfaction with coverage/service in ***, Texas, and requested that we report this information to our engineers. During our call, we advised Ms*** that we cannot access Mr***’ account or provide account information without the PIN or security question/answer being authenticated. As a result, to further address the performance on Ms***’s phone and troubleshoot this matter, we will need to have Ms*** confirm the requested account information. Upon our initial review, we are able to confirm that there is Sprint coverage in ***, Texas. As Ms*** requested, we relayed her coverage concerns at the specific address she provided to our engineers for further review. We regret any inconvenience that this matter may have caused Ms***. If she needs further assistance, she can contact the Executive & Regulatory Services department toll-free at ###-###-####, ext***. I am available Monday, Tuesday, Thursday, and Friday from a.mto p.m., Central Time Sincerely, Michal MExecutive Services Analyst

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Assumed Answered]
Complaint: ***
I am rejecting this response because: I have been with the company for over two yrs and have sent in and have records of poor service complaintsTen dollars a month is not an acceptable offer to compensate for the inconvenience your poor quality service has causedSprint has a record for terrible service, If a better compensation deal cannot not be reached I have contacted a lawyer and will be filing the necessary paperworkThis company had no clue what was going on and have showed no haste into fixing the problem in my area they are negligent and don’t even seem to really care about what is going on in the areaThey are riding on peoples contracts while knowing they have a cellular issue of congestion.
Regards,
Chad J***

June 15, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case ***, *** D *** Account XXXXX*** 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 ongoing unresolved network coverage issues. He also described unfavorable customer experiences during his multiple attempts to address those concerns. He requested that we provide a reduction of his final charges and allow him to pay off his remaining device lease charges over the next three months We regret that our network services may have fallen below Mr***’s wireless communication needs and expectations, as well as any possible delay in addressing those concerns. We spoke with Mr*** on June 5, 2017, and confirmed that he ported his mobile number on May 13, 2017, from our network to a different provider. We also explained that, although we were unable to identify any network outages or anomalies that would lead to the service issues he reported, we applied credits totaling $to his account to offset his final month’s service charges in full, as a one-time courtesy exception. We also explained that an additional credit of $was systematically applied to Mr***’s account on June 7, 2017, toward his equipment lease charges, leaving his account now in closed status with an adjusted balance of $due by July 5, 2017. Mr*** acknowledged his acceptance of that information and our resolution We appreciate Mr***’s taking time to provide details of his experience with our Customer Care representatives. We are continually striving to improve the quality of service provided to our customers. Please be assured that we value customer feedback and that Mr***’s concerns will be forwarded to the appropriate managerial staff for further review We regret any inconvenience this concern may have caused Mr***, as well as the loss of his business. If we can be of further assistance with these matters, he can contact me by calling our department toll-free at ###-###-####, ext***. I am available Monday through Friday from a.mto p.m., Central Time Sincerely, Clara CExecutive Services Analyst

October 12, 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 Ms*** ***, which is in response to our September 21, 2016, correspondence. We welcome the opportunity to revisit our prior investigative findings In her supplemental inquiry, Ms*** states that her bill is incorrect as there are charges on her account that she was not informed of when she originally opted for her service planAs a result, she is seeking assistance with her account billing concerns We spoke with Ms*** regarding her account billing concerns and advised her that her account assessed a total of $on phone lines ending in *** and *** for international calls placed to Canada. At that time, Ms*** stated that she spoke with our International Customer Care department and added an international service plan and stated that she was informed that the plan would be retroactive for the calls placed. We advised Ms*** that we were unable to confirm that an international service plan was added to her phone lines of service. However, as a one-time goodwill gesture, and to bring closure to her billing concerns, we applied credits totaling $towards the international calls and a late fee. We further advised Ms*** that if she continues to make international calls, and would like to be billed at a lower rate, she will need to contact our International department toll free at ###-###-#### for assistance with an international service plan. Ms*** stated that she understood and did not have any further concerns with this matter We regret any inconvenience that this matter may have caused Ms***. If our office can be of further assistance, she may contact us 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

[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,
*** ***

May 10,
To Whom It May Concern:
Sprint is in receipt of the above referenced inquiry filed with your office by Mr*** ***We appreciate your assistance in bringing our customers’ concerns to our attention
Mr*** has requested clarification regarding Sprint’s unlocking policies
regarding a Samsung Galaxy Sdevice purchased and activated on Sprint's networkMr*** has indicated that he would like the device unlocked
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 networkUnlocking also refers to enabling the SIM slot of your device to allow you to insert another carrier’s SIM card (either domestically or internationally)Unlocking a device will not necessarily make a device interoperable with another carrier’s networkIn other words, a device designed for one network is not made technologically compatible with another network merely by unlocking itAdditionally, 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/unlock
Sprint 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
- The device has been active on the Sprint Network, currently or in the past, for a minimum of days
We have confirmed that Mr***’s device associated with phone number xxx-xxx-*** is currently active on another wireless service provider’s networkSprint no longer owns the device (PLBL brand); therefore, we must respectfully decline Mr***’s request to have the device unlocked at this timeWe recommended that Mr*** contact his current wireless carrier for further assistance
We regret any inconvenience that this matter may have caused Mr***If we can be of further assistance, Mr*** can contact us by calling the Executive and Regulatory Services Department toll-free at ###-###-####, ext***I am available Monday through Friday, between a.mand p.m., Central Time
Sincerely,
*** *
Executive Services Analyst

July 25, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case ***, Ms*** *** Boost Mobile Inquiry Sprint Case *** To Whom It May
Concern: Sprint is in receipt of the above-referenced complaint of Ms*** *** regarding our Boost Mobile product. In her inquiry, Ms*** stated that she was an Ntelos customer who was offered the opportunity to obtain services with Boost Mobile once her Ntelos service was cancelled. Ms*** cited that she purchased a Boost Mobile Hotspot device, but was unable to utilize the service due to her being outside of the Boost Mobile coverage area. She requested that Boost Mobile refund her the cost she paid for service We regret any difficulty Ms*** may have encountered with using her Boost Mobile service in the Faber, VA area. While we confirmed that the service address associated with Mr***’s Boost Mobile account is within our coverage footprint for voice services, we confirmed that 4G LTE data service is currently unavailable in this area. As such, this resulted in Ms***’s inability to access data on her Boost Mobile Hotspot device. Our records further reflect that Ms*** took action to cancel her Boost Mobile account as of July 13, 2016, due to service related concerns. During our July 12, 2016, conversation with Ms*** we apologized for her poor experience with our service in her home usage area. We informed her that due to her being unable to utilize our data services in her home service area we would process a refund by check, to be sent to her via U.SMail. During our subsequent conversation with Ms*** on July 22, 2016, she confirmed that she has received her refund check in the amount of $40, and that all of her reported concerns have been addressed to her satisfaction On behalf of Sprint, I apologize for any inconvenience this ***er may have caused Ms***. If she has further questions regarding this ***er, she may contact me by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####, ext***I am available Monday through Friday from a.mto p.m., Central TimeSincerely, Mondrell GExecutive Services Analyst

December 27, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Complaint ***, *** *** Sprint Account XXXXX Sprint Case ***
To Whom It May Concern: The inquiry referenced above has been forwarded for our review. We appreciate your assistance in bringing our customers’ concerns to our attention. According to the information provided, Ms*** stated that she canceled her account in March 2017, due to the lack of service coverage in her area and billing issues she experienced with her account Further, she stated that she was billed accelerated charges for the equipment she was leasing. She paid a portion of the balance and states that when she contacted our Customer Care group to dispute the balance we agreed to waive the remaining balance on her account. She stated that she has been referred to a third-party collection and we have not honored our offer to credit the balance on the account. As a result, she is requesting that we credit the balance on the account, cease all further collection activity, and remove any negative remarks from her credit report As stated in our Terms and Conditions of Service, coverage is based on the address provided at the time of activation. Our coverage maps show our coverage estimates using services outdoors under optimal conditions. Coverage is not available everywhere nor is it guaranteed. Coverage is also subject to change without notice. Service speeds are not guaranteed and depend on the service purchased as well as other factors, such as your device, your location, structures, buildings, weather, geography, topography, server speeds of the websites you access, network problems, network or internet congestion, software, signal strength or the actions of third parties. With respect, we would note that the nature of wireless signal precludes any carrier from providing seamless coverage. Sprint has made no warranty or guarantee of the same. Unfortunately, Ms***’s account is not active, therefore we are unable to research her coverage concerns With respect, we would note that any invoice balance estimate provided by Sprint would not constitute a promise of future invoice balances. Changes to taxes, service plan selections including the addition of a device Lease or Installment billing option, additional purchases or subscriptions, could result in invoice balance changes Upon activation of service, Ms*** was provided with a clear disclosure of her monthly recurring charges and equipment purchases 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 account According to our records Ms*** ported her phone numbers to a new carrier on March 25, 2017. Further, her final invoice which included a past due balance of $and lease accelerated charges generated on April 1, 2017, totaling $1,992.87. Further, our records reflect that on April 4, 2017, in an effort to amicably resolve her concerns we applied a $courtesy credit to the account. Additionally, Ms*** has made payments on the account to reduce the balance on the account to $which are valid charges for the equipment she keptBased on the information provided, we maintain that the balance on the account represents valid chargesTherefore, she may contact the third-party collections agency, for negotiation of the remaining account balanceWe were unable to reach Ms*** at the contact information provided in her complaint. Additionally, we mailed a letter to the address provided; however, we have not received a response to our contact attempts. We look forward to speaking with Ms*** and encourage her to contact us regarding any concerns she may continue to have with her account. If Ms***’s needs further assistance in addressing this matter we ask that she contact us by calling the Sprint Executive & Regulatory Services department toll-free at 1-844-282-extension ***. I am available Monday, Tuesday, Thursday, and Friday from a.mto p.m., Central Time. Sincerely, Tobias TExecutive Services Analyst

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Assumed Answered]
Complaint: ***
I am rejecting this response because:We have had nothing but MAJOR customer service issues with Sprint with EVERY SINGLE transaction in the last year. I have NEVER had so much misinformation given to us with huge financial repercussions. Going to a Sprint store and having people hired to represent Sprint who don't know what they are doing, and then calling the call Center for Sprint and getting COMPLETELY different results and information is ridiculous.We have gone into the store and spent hours to resolve this account. WE were told that if we paid the fee, there would be no more monetary requirements to close the account. We ask that EVERYTHING ATTACHED to the account be closedYet, there was some kind of fee for some hot spot or whatever access was still being charged monthly. What part of EVERYTHING did they not do ???? I even called after my husband came back from visiting our son in Georgia to make sure that we had completed our part, that there would be NO MORE CHARGES and that the whole account was closedI will not pay for a Sprint employees inadequacy. Just because they did not know how to do their job, YOUR EMPLOYEE is at fault here.To every Sprint customer this means this account was doneDead in the waterWe did not even know about the charges, because our son was out on a training mission and had no access to his bank statement. We only realized the account was still active when we wanted to use his old phone and assign it temporarily to a member in our other family plan while he dealt with a insurance claim on his primary phone.After spending hours on the phone, a tremendous time in the store, phone calls to Sprint after the fact to confirm we would have no more charges you are now saying there were additional fees that also should have been charged to close the account !!! THESE ARE YOUR PEOPLE ! Plus, you are saying you have no tracking or notes on the time we spent or the employees who accessed the account to close it. That is false. EVERY COMPUTER SYSTEM AND ACCOUNT HAS AN AUDIT TRAILTo the average customer this means we would have no more charges. We did not even know that this was occurring because our son was out on a training mission in the army. You cannot come after customers for money when we have been told we have cleared the account.I expect SPRINT to reimburse our son for the months of APRIL, MAY, JUNE AND JULY. This should never have happened. And the fact that you are blaming us just shows the lack of customer service we have been receiving! We have been with Sprint for years and years and are so disappointed with your company
*** ***

September 29, Revdex.com Ward Parkway, Suite Kansas City, MO RE: Revdex.com Inquiry ***, Barbara *** Sprint Account
xxxxx*** Sprint Case *** To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of MsBarbara ***. We appreciate your assistance in bringing our customers’ concerns to our attention According to the information provided, Ms*** expressed her dissatisfaction with Sprint’s business practices. She states that the business account has been overcharged, and we continued to add new lines of service to their account without deleting their previous linesLastly, she stated we are charging their account with leasing equipment for multiple lines when they brought their own equipment to SprintThey are requesting Sprint address these issues In discussing these matters with Ms*** and Ms*** on September 27, 2017, we thanked them for providing us with the details of their experiences. We advised them that we are seeking ways to improve the quality of service provided to our customers. We expressed our sincere apology for the level of service they received and for any miscommunication regarding their account billing and lease agreements Our offices partnered with our third-party retailer and have reviewed the account for *** *** ***, and we have been unable to substantiate an exact and specific billing concern or verify that any overage charges have been billed to their accountOur records reflect that the service plan for their account xxxxx*** has been the same since the account activation in December 2015. Additionally, our third-party retailer has been unable to confirm that the customer turned in any equipment at the point of sale for a buyback or trade in value. Our records reflect that the equipment that the account was established with on December 25, 2015, was the customer’s own equipment under the Bring Your Own Device (BYOD) programAny equipment turn in would have been BYOD devices and would have been optionalThere is no transaction history that reflects the customers turned in any devices at the point of sale In addition, Ms*** and Ms*** could not verify or confirm which devices were turned in Our records further reflect that on December 2, 2016, two additional lines were upgraded on their account to Sprint iPhone devices via our lease agreement option, and Ms*** confirmed her agreement of the monthly payments by her signature on file. Ms*** then added two more lines of service on June 3, 2017, and on July 24, 2017, and upgraded the device selection for one of the wireless lines on her account on June 28, 2017, via our lease agreement options and confirmed her agreement of the monthly payments by her signature on file. We have been unable to confirm or locate any transactions showing that equipment was turned inThe last three sales transactions referenced above show that Total Equipment Protection (TEP) option was added to the account at the point of saleBased on our records, this appears to be a legitimate transaction. However, due to any possible misunderstanding, we offered to credit the TEP charges incurred for a total credit of $ Although we were unable to confirm a Sprint error occurred regarding the lease agreements on the account for *** *** ***, we did agree to terminate all of the lines of service on their account xxxxx*** except for wireless line ending in ***. We will credit the charges associated with their device lease agreements with no further billing, contingent upon the return of their leased equipment to our possession in like new condition. To facilitate the return of their equipment, we sent prepaid shipping materials to their business address. Ms*** and Ms*** accepted our offer and are aware that, after their equipment is received in our warehouse, we will apply credit to their account to offset the referenced charges. They are also aware that the shipping labels are time sensitive; therefore, the equipment should be returned within days from the date that the return label is received. Ms*** and Ms*** indicated their understanding of that information and their satisfaction with our resolution We regret any inconvenience this matter may have caused Ms*** and Ms*** as well as the loss of their business. If we can be of further assistance with this concern, Ms*** and 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 4:p.m., Central Time Sincerely, Sincerely, Sean *** Sean *** Executive Services Analyst