Sprint Corporation

May 25,
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***, who wrote in on behalf of the account holder Mr***
***, stated that their service plan was changed from a shared 12GB to a
40GB plan on February 27, 2017, without their authorization. She stated that this caused the account to be assessed additional charges. She stated that their monthly recurring
charges are approximately $and the month after the plan change, it was
$398. She stated that she was advised
that a credit adjustment would be made and it was not. She stated she has made multiple calls to our
Customer Care department and has been unsuccessful in getting assistance with
this matter. In addition, she stated
that she is attempting to get her iPhone device unlocked 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.
Unlocking a
device is a general term that refers to one or more types of device unlocking
MSL 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 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/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
Our records
reflect that Ms***’s service plan was changed back to the 12GB shared
plan on March 9, 2017, which was the service plan on her account
previously.
We spoke to
Ms*** on May 17, 2017, and provided her with the above-referenced
information. In an effort to reach an
amicable resolution, we offered and Ms*** accepted an account credit in
the amount of $for the charges assessed to her account because of the
plan change which are reflected on her March invoice. Ms*** requested that the device
associated with the number ending in *** be unlocked. We determined that this device met the
above-referenced requirements for unlocking and was successfully unlocked on
May 19, 2017.
We appreciate Ms*** taking
the time to provide us with the details of her 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 her feedback
and have forwarded it to the appropriate management for review and will utilize
her input to improve our training and processes.
We
regret any inconvenience these matters may have caused Ms***. If we can be of further assistance, we can be
reached at the Executive & Regulatory Services department toll-fee at
###-###-####. I am
available Monday through Friday, between 9:a.mand 5:p.mCentral
Time.
Sincerely,
Sharon
R
Executive
Services Analyst

August 1, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case ***, *** *** Sprint Account xxxxx*** Sprint Case *** To Whom It May
Concern: Sprint is in receipt of the above-referenced inquiry of Mr*** ***. We appreciate your assistance in bringing our customers’ concerns to our attention. According to the information received, Mr*** has outlined billing issues faced during his time with Sprint concerning an equipment lease agreement. He states he turned in his device at the Sprint store on July 26, 2017, in order to have his lease agreement terminated as satisfied and account canceledTo date, he is requesting to have his Sprint account canceled and wants to do so in writing only We have made several attempts to contact Mr*** by phone and email to discuss this matter in detail. He has continued to decline to speak with us; however, to further address his concerns, authentication of his account is required. Sprint is committed to protecting the privacy of our customers. In accordance with that commitment, we take measures to verify that callers are authorized to discuss and/or make changes to an account. Specifically, we require that each account has a PIN and that the PIN is verified by the account holder or an individual authorized to have access to the account before we can discuss sensitive account information or make any changes to the account. If the PIN cannot be provided, other specific identifiers may be required to discuss the account information or to implement the changes being requested. Therefore, Mr*** can contact us at the number provided below at his earliest convenience, to complete the authentication of his account so that we can resolve his request to complete the cancellation of his Sprint account We appreciate Mr*** taking time to provide details of his experience. 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 matter may have caused Mr*** and respect his request to be contacted in writing; however it is necessary that we speak with him. If we can be of further assistance, Mr*** 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 A Executive Services Analyst

July 13, Revdex.com Ward Parkway Kansas City, MO Re: Revdex.com File ***, *** ***
Sprint Account XXXXXX*** Sprint Case # *** To Whom It May Concern: Sprint is in receipt of the above-referenced complaint. We appreciate your assistance in bringing our customers’ concerns to our attention According to his complaint, Mr*** expressed his dissatisfaction with the return value of his Samsung Galaxy Sdevice. Mr*** stated that in January 2017, upon purchase of the device, he was advised that he would receive the best return value if the device was returned prior to the expiration of the month Installment Billing agreement. Mr*** does not believe he has received the best return value. Mr*** is requesting that Sprint review this matter We spoke with Mr*** on July 10, 2017. Mr*** explained that a scratch on the screen of the device decreased the return value by $100, leaving him with a return value of $95. We explained to Mr*** that the return value for used devices is a portion of the device cost. The final value is based on the date of return, device received and the condition of the device. Although we maintain that no credit is due, in an effort to mutually resolve this matter, Sprint applied a total courtesy credit of $to Mr***’s account. Mr*** confirmed his issue is resolved We regret any inconvenience this matter may have caused Mr***. If we can be of further assistance with this matter, Mr*** 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

January 21,
*** ***
Revdex.com
Ward Parkway, Suite
Kansas City, MO
Re: Revdex.com File ***, *** ***
Sprint Account xxxxx***
Sprint Case ***
Dear Ms***:
Sprint is in receipt of the above-referenced inquiry of Mr*** ***We
appreciate your assistance in bringing our customers’ concerns to our attention
In the information provided, Mr*** expressed his dissatisfaction with the performance of his HTC One device, citing that it powers cycles and that the display adjusts itself automaticallyAs a result, Mr*** is requesting that we replace his device
All new Sprint devices come with a limited one-year warrantyIf the device is deemed to be defective, we will replace it under the provisions of the limited manufacture’s warranty, which provides a refurbished model of the device of purchaseIf the customer has enrolled in our Total Equipment Protection (TEP) option and experiences a device performance issue that is covered under the Equipment Service & Repair Program (ESRP) portion of TEP, the device will be repaired or replaced at no charge at a Sprint service and repair center for the first two visits
During our discussion with Mr*** on January 8, 2016, we verified that the manufacture’s warranty for his HTC One device expired on January 5, 2016, but that he is enrolled in the Total Equipment Protection programAlthough our Service and Repair technician was unable to duplicate the reported problems with the device, we agreed to replace the device as requestedAs a result, we processed an order for a new HTC One device that Mr*** received and activated on January 18, Furthermore, we sent him a package and label to facilitate the return of the defective device within business days
We regret any inconvenience this matter may have causedIf we can be of further assistance related to this concern, Mr*** can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext***I am available Monday through Friday between 7:a.mand p.m., Central Time
Sincerely,
LaDonna ***
Executive Services Analyst

October 6, Revdex.com of Greater Kansas City Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case ***-Rebuttal, Darlene *** Sprint Account xxxxxx*** Sprint Case *** To Whom It May Concern: Sprint is in receipt of the above-referenced rebuttal of MsDarlene ***. We appreciate your assistance in bringing our customers’ concerns to our attention and regret the circumstances that led to Ms***’ contacting your agency once again. In her rebuttal, Ms*** stated that, although she signed her disputed equipment finance agreement, she did not understand the terms of that agreement. She reiterated her request that we remove that agreement or allow her to terminate her services with no contractual obligation We regret any remaining misunderstanding that may exist related to Ms***’ device financing agreementAs outlined in our September 28, 2017, response to her previous filing, Ms*** paid off the installment balance associated with her referenced device on September 14, 2017. As a result, she no longer has any commitment on her device purchase, and she will be billed for her monthly service charges plus any other account-related charges such as late payment charges that she may accrue on her account and applicable taxes and surcharges During our conversation with Ms*** on October 2, 2017, we explained the information outlined above. She confirmed her better understanding of that information and her satisfaction with our response We regret any inconvenience Ms*** may have experienced as a result of this matter. If we can be of further assistance with this issue, Ms*** can contact me by calling our department toll-free at ###-###-####, extension ***. I am available Monday through Friday between 7:a.mand 3:p.m., Central Time Sincerely, Beatrice RExecutive Services Analyst

July 26,
Revdex.com
Ward Parkway, Suite
Kansas City, MO
Re: Revdex.com Case ***, *** ***
Sprint Account XXXXX***, *** ***
Sprint Case ***
To Whom It May Concern:
Sprint is in receipt of the above-referenced inquiry of Mr
*** ***, an authorized user on Sprint account XXXXX***We appreciate your bringing our customers’ concerns to our attention
In his inquiry, Mr*** expressed dissatisfaction with the level of customer service received from our representatives during his attempts to discuss the balance reflected on his Sprint account, citing that the representative at one of our third-party retail stores did not return three of their devices after he canceled the equipment order for those devices on the same day that he established service with usHe further stated that his service was canceled prior to resolving those concerns, resulting in his account being referred to a third-party collections agencyTherefore, he requested that we credit his outstanding balance and remove any negative information associated with his account
We appreciate Mr***’s taking the time to provide us with details regarding his experiences with our third-party retail and Customer Care representativesPlease be assured that we value customer feedback and that his concerns have been forwarded to the appropriate managerial staff
We regret any misunderstanding that may have occurred related to Mr***’s Sprint billingAs we explained during our July 19, 2016, conversation with the account holder, Mr*** *** and MsSusan ***, the lease cancellation and equipment charges were assessed to his account because the equipment on the active lines of service were not returned within the 14-day return policy timeframeHowever, due to Mr***’s ongoing billing and equipment charge concerns prior to the cancellation of his service on July 1, 2016, we offered to offset the outstanding balance in full, contingent upon the return of the equipment on four of the lines of serviceMr*** accepted our resolution offer; however, he stated that he only had three of the devices because he lost one of the devices
Based on the above-referenced information, we agreed to credit Mr***’s account $2,after the three devices are received in our warehouseTo facilitate the return of those devices, we sent a prepaid shipping label to the e-mail address that is reflected on his complaint, which he acceptedBecause Mr*** no longer had one of the devices in his possession, we advised that he would still be responsible for the remaining balance of $190.75, which he remitted payment for in full on July 19,
After the devices are returned in “good working condition” and we apply the agreed-upon credits, Mr***’s canceled account will reflect a zero balance owedThereafter, we will contact the third-party collections agency assigned to Mr***’s Sprint account and request that further collection efforts on the account be discontinuedThey will then update the credit bureaus to remove any negative reporting regarding this issueMr*** should please allow up to days for completion of this process after the credits have been applied
We are pleased to inform you that Mr*** accepted our resolution offerIf we can be of further assistance regarding these matters during the interim, Mr*** can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext***I am available Monday through Friday between 8:a.mand 4:p.m., Central Time
Sincerely,
*** G
Executive Services Analyst

February 18,
*** ***, Consumer Specialist
Kansas City Revdex.com
Ward Parkway, Suite
Kansas City, MO
Re: Revdex.com Case#***, *** ***
Sprint Account #xxxxx***
Sprint Case #***
Dear Ms
***:
This is in response to the above-referenced inquiry received by our organization on February 16, 2016, regarding Mr*** ***We appreciate your assistance in bringing our customers’ concerns to our attention
In Mr***’s filing, he expressed his dissatisfaction with the level of customer service he received, citing a discrepancy regarding his price plan, devices and additional featuresMr*** stated that he switched his services from AT&T to Sprint via our 50% off promotion with two iPhone devices and two feature devicesMr*** stated since he switched over to Sprint he encountered multiple billing issues regarding long distance and international roaming chargesMr*** stated that he contacted our Customer Care group and was advised that that he could not added any international features to his Sprint account for daysHowever, as a courtesy, he was allowed to add on international features to his Sprint account and received credit for his casual international usageMr*** was advised that his two feature devices cannot be used while roaming in CanadaFurthermore, Mr*** expressed his dissatisfaction with being assessed a $Activation Fee per line and the inability to take advantage of the Early Termination Fee Buyout promotion for switching from AT&T to SprintMr*** requested that Sprint waive all the charges associated with his international usage, allow him to cancel one of the feature devices, return it without any further cost to him and waive the Activation Fees
We appreciate Mr*** taking the time to provide details of his experience with our retail stores management teamWe are continually seeking ways to improve the quality of service provided to our customersPlease be assured that we value customer feedback and that these concerns have been forwarded to the appropriate managerial staff for further review
Sprint has reviewed Mr***’s complaintWe regret any possible miscommunication regarding Mr***’s billing, devices and additional features associated with his Sprint accountPlease note that Sprint Open World was configured to Mr***’s Sprint account on February 15, The Sprint Open World $add-on, gives customers Free Unlimited calling and text when traveling in Canada, Mexico and most other countries ac*** Latin AmericaPlus, they get 1GB of high-speed data free to utilize while roaming in the aforementioned countriesAdditionally, we applied a credit adjustment of $on February 15, 2016, which represents the long distance and international roaming charges assessed to his Sprint account
In regard to his feature devices, Mr*** has two Kyocera DuraXTP devicesThe aforementioned devices do not have SIM card access nor can it be utilized for international roamingAs a courtesy, Sprint has agreed to allow Mr*** to cancel phone number ending in and waive the Lease Cancellation charges associated with the Kyocera DuraXTP device, contingent that it is returned in good, working condition with no physical damage
As for the Activation Fees and Early Termination Fee Buyout, Mr*** portfour lines of service from AT&T on January 11, As such, he is subjected to the $Activation Fee per lineAdditionally, as stated in the Terms and Conditions of the Early Termination Fee Buyout promotion, potential Sprint customers are required to potheir active wireless number(s) from T-Mobile, Verizon Wireless or AT&TPorting customers are required to upload their previous provider’s invoice with the Early Termination Fee(s) and/or Accelerated Device charges assessed to their final bill and register for the Buyout credit within days of the activation of the Sprint accountAdditionally, the customer must turn in their old cellular provider’s device(s) to SprintOnce approved, expectation regarding the delivery of the Early Termination Fee Buyout debit cards is to weeksSprint does not pay the previous provider directly for the Early Termination Fee(s) and/or Accelerated Device chargesAdditional information regarding the aforementioned promotion can be provided by our Sprint stores, retail third-party partners, our Customer Care group or located at our website at www.sprint.com/jointoday
On February 17, 2016, we spoke with Mr*** and provided him with our findings and resolution to his account concernsWe have agreed to waive two of the four $Activation FeesMr*** confirmed that his concerns were addressed and resolved to his satisfaction and he will register online for the Early Termination Fee Buyout creditWe apologize for any inconvenience this matter may have caused Mr***
If we may be of further assistance with these matters, Mr*** 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., Eastern Standard Time
Sincerely,
Ty-William Handon
Executive Services Analyst

June 3, To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of Ms*** *** regarding our Boost Mobile product In her complaint, Ms*** expressed her concerns with the customer service that she received
from one of our Boost Mobile authorized third-party store representatives regarding her equipment purchase. She indicated that she was sold a device for more than the advertised price As such, she is asking for a refund. During our conversation with Ms*** on May 20, 2016, we informed her that, because she purchased the device at a third-party retail store, she is subject to the third-party retail store’s return policy. We reached out to the Indirect District Manager of the third-party store and brought this matter to their attention, and they agreed to credit her account the difference We are pleased to inform you that Ms*** accepted the resolution and considers this matter resolved. On behalf of Sprint, I apologize for any inconvenience Ms*** experienced regarding this matter. If she has any additional questions regarding this issue, she can contact me by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####, ext*** I am available Monday, Tuesday, Thursday and Friday from 7:a.mto 5:p.mCentral Time. Sincerely, ** *** *Executive Services Analyst

According to the information provided, Mr*** expressed his dissatisfaction with the level of customer service he received from our Customer Care group, while attempting to address and resolve his account concernsMr*** further expressed his dissatisfaction with the lack of
coverage in the Henderson, NV service area. Mr*** stated that he is unable utilize service at his work locationFurthermore, Mr*** expressed his dissatisfaction with the inability to establish a payment arrangement on his account. Mr*** requested that Sprint review this matter and adjust his account accordingly We appreciate Mr*** taking the time to provide us with the details of his experienceWe are continually striving to improve the quality of service provided to our customers. Please be assured that we value your feedback and that your concerns have been forwarded to the appropriate managerial staff for further review Sprint has reviewed Mr***’s complaint. We regret that the coverage in Mr***’s work location is falling short of his expectationsWe 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 customersOur research into this matter determined that our network serving the area near Mr***’s work location is within Sprint’s coverage area Sprint confirms coverage based on the service address our customer provides at the time of activation. Continuation of services after the 14-day Sprint Satisfaction Guarantee period constitutes acceptance of the Terms and Conditions of Services and the Service Agreement selected at the time of activation. Although we offer coverage in most major metropolitan areas, Sprint cannot provide blanket coverage. As a result, if customers change their service address, we cannot guarantee the availability of Sprint coverage. Consequently, if the lack of coverage at the new service address causes customers to cancel their service, any cancellation charges are applicable With regard to Mr***’s inability to establish a payment arrangement, please note that as stated in our Terms and Conditions of Services, payments are due upon receipt. However, we realize that situations may arise that prevent customers from making the required payment by their due date and our Consumer Finance department can assist with payment arrangements if available. However, not all payment arrangement requests can be honored According to our records, Mr*** contacted Sprint on June 30, 2016, to establish a payment arrangement; however, his request was declined due to previous failed payment arrangementsIn an effort to amicably resolve this matter, a new payment arrangement of $was established on July 10, 2016, which is scheduled for July 14, We contacted Mr*** on July 11, 2016, and relayed the aforementioned information to himTo amicably resolve this matter, we offered to apply a total credit of $to his accountThis credit is equal to 50% off his monthly service charges for six months of serviceMr*** accepted the offer and expressed his satisfaction with the resolution providedWe apologize for any inconvenience this matter may have caused Mr***

February 16, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case ***, *** ***, Rebuttal Boost Mobile Inquiry Sprint Case *** To Whom It May Concern: Sprint’s Executive & Regulatory Services department is in receipt of the above-referenced inquiry of Ms*** *** regarding Boost Mobile and Virgin Mobile USA (VMU) products. We appreciate your assistance in bringing our customer’s concerns to our attention and regret the circumstances that led to Ms*** contacting your office once again. In her rebuttal, Ms*** stated she is actively using Boost Mobile services under a new telephone number and expressed her dissatisfaction that a supervisor was unavailable to speak with her. Ms*** requested a free month of service, a $credit to offset the cost of the device she purchased and an apology. During our discussion via e-mail with Ms*** on February 15, 2018, we advised that we regret any frustration she experienced as a result of this concern. We offered to migrate her original telephone number ending in *** to her active Boost Mobile account if she wants to retain it. We have also applied a $credit towards her account to offset one month of service charges to bring resolution to the complaint brought forth. Although Ms*** may not agree with the resolution provided, we consider this matter resolved On behalf of Sprint, I apologize for any inconvenience Ms*** may have experienced as result of this matter. If she has any additional questions regarding this issue, she can contact me by calling the Sprint Executive & Regulatory Services department toll-free at 1-844-282-8211, ext***. I am available Monday through Friday from 8:a.mto 4:p.m., Central Time. Sincerely, La Taushia LExecutive 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:theres a mistakeMy phone already is unlocked because I paid the full amount of what was asked of me I own the phone and was told by an agent and a rep in one of the stores that I only had to pay a certain amount which I did.
Regards,
*** ***

We appreciate your assistance in bringing our customers’ concerns to our attention
According to the information provided, Mr*** expressed his dissatisfaction with the level of service he received from our Customer Care group while attempting to establish service with SprintMr***
stated in his complaint, that in May 2015, he contacted Sprint to pophone number ending in via our Cut Your Bill In Half, Lease and Employee Discount promotionsMr*** stated that on October 22, 2015, he received an email from Sprint confirming his 23% monthly Employee DiscountOn February 19, 2016, Mr*** contacted Sprint to advise that the aforementioned discount was not applied to his monthly invoiceAs a result, he was advised that his $Unlimited Talk, Text and Data plan was not eligible for the monthly 23% Employee DiscountTherefore, Mr*** requested that Sprint review this matter and apply the 23% monthly Employee Discount
We assure you that Sprint is committed to providing excellent service on every contact with every customerPlease be advised that we take every inquiry seriously and we appreciate Mr***’s feedback
On December 5, 2014, Sprint launched its new promotional offer, Cut Your Bill in Half Event, encouraging *** and *** customers to switch to Sprint and Sprint will cut their monthly rate plan in halfFor a limited time, Sprint will provide unlimited talk and text to anywhere in the U.Swhile on the Sprint network and Sprint will match the customer’s data allowance for half the cost they are currently paying for their monthly rate plan
*** and *** customers switching to Sprint need to follow these simple steps to take advantage of this limited-time offer:
Visit www.sprint.com/halfprice to upload a copy of your current bill
Bring a copy of your latest bill and all of the phones on your *** or *** account to turn in to your Sprint store
A Sprint representative will select the service plan that most closely matches the data allowance in your current monthly rate plan
Get your new phone with one of our leasing options, Sprint Easy Pay(SM) installment billing, or pay full retail price for the device
Discount applied to base service plan onlyExclusions and restrictions applyFor more information about Sprint’s Cut Your Bill in Half Event, please visit www.sprint.com/halfprice
Sprint has reviewed Mr***’s complaintOur records reflect that on May 28, 2015, Mr*** portphone number ending in via our Lease programSprint’s Leasing program allows customers to purchase an eligible smartphone or basic phone with a variable down payment, depending on device, and agree to 12, 24, or monthly installment payments for the deviceIf the service associated with a leased device is canceled prior to fulfilling its allotted monthly payments, the remaining cost of the device will be billed to the customer as a one-time chargeMore information regarding the Lease program is available at our website, www.Sprint.com/Lease
Furthermore, our records reflect that on May 28, 2015, Mr*** established service with the $Unlimited Talk, Text and Data planAs such, the aforementioned plan is not eligible to participate in the Employee Discount program
On February 25, 2016, we spoke with Mr*** and relayed the aforementioned informationAs such, he advised us that his concerns were resolvedMr*** expressed his satisfaction with our resolutionWe regret any inconvenience this matter may have caused Mr***
If we can be of further assistance with the issues discussed herein, Mr*** can contact me by calling our Executive & Regulatory Services Department toll-free at ###-###-####, ext***I am available Monday through Friday between a.mand p.m., Central Time
Sincerely,
/s/ *** *
Executive and Regulatory Services Analyst

We appreciate your assistance in bringing our customers’ concern to our attention
In her inquiry, Ms*** expressed her dissatisfaction that the charges reflected on her invoices have been higher than the amount quoted to her at the point of saleShe also expressed her dissatisfied that
she has had difficulty using data roaming since her device was upgraded
We are pleased to advise you that we spoke with Ms***, and resolved her concernsWe confirmed that Ms*** is receiving the $Sprint Loyalty promotional credit on the 9th day of each month; however, her pay dates have fluctuatedTherefore, we confirmed that she will receive the benefit of one credit during each billing cycle, if her charges are paid by the due date each month
We verified that Ms***’s service plan includes off-network data roaming at no additional cost; however, in accordance with Sprint’s Terms and Conditions of Services, off-network usage is limitedSprint reserves the right, without notice, to deny, terminate, modify, disconnect or suspend service if off-network usage in a month exceeds: (1) voice: minor a majority of minutes; or (2) data: or megabytes or (based on plan terms) a majority of kilobytesWe confirmed that Ms***’s off-network data roaming usage is limited to megabytes per billing cycle, at which time off-network data roaming suspension occursHowever, she should not have any trouble using the service prior to exceeding the limitTherefore, we advised her to contact us directly for further troubleshooting if the issue recursIf the service is suspended for exceeding the limit, usage resets on the first day of the next bill cycleMs*** stated she is satisfied with this resolution
We regret any inconvenience that these matters may have causedIf Ms*** has any questions regarding these matters, I can be reached toll-free by calling ###-###-####I am available Monday through Friday, between 10:a.mand p.m., Central Time
Sincerely,
*** *
Executive Services Analyst

Tell us why hereApril 13, 2017 Revdex.comWard 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 inquiry of Mr*** ***. We appreciate your assistance in bringing our customers’ concerns to our attention In his inquiry, Mr*** disputed our running a hard credit inquiry during his recent attempt to activate new services with us, advising that he terminated that attempt due to receiving misinformation related to our services and costs. He requested that we remove the credit inquiry. We regret the circumstances that led to Mr***’s decision not to pursue activation of services with us. During our conversation with him on April 4, 2017, we advised that the disputed credit review was valid but that, based on information he provided related to his interactions with our representatives, we would submit a request to have the credit inquiry removed from the credit bureaus. We also informed him that we would follow up with him within the next few days. We contacted Mr*** again on April 10, 2017, and advised him that his request was approved but that it can take up to days to remove the credit inquiry from the credit bureaus. Mr*** indicated his understanding of that information and his satisfaction with our resolution. We appreciate Mr***’s taking time to provide details of his experiences with our retail and 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 will utilize this input to improve our training and processes. We regret any inconvenience these issues may have caused Mr***. If we can be of further assistance with his reported concerns, Mr*** can contact me directly 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, Minnie SExecutive 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 meOne of the telephone numbers, and, the chain of events included in the response are incorrectWe visited a Sprint Store to have our Note 4's repairedWe were told by the Salesperson that we were able to upgrade our phones as we had had them for over two years, and that it was better than doing a "repair"We upgraded our old Note phones right there in the Sprint StoreWe upgraded to the Note 7, as we were told to doThe next day, the Note 7's were recalledSprint then told us to come back to the Store where we got them and exchange them for anything that we wantedThat is when we exchanged them for the Edge S7'sSprint saw us as an early termination, but, we weren'tOther than that, Chanda was amazing at the Executive and Regulatory Services; we appreciate everything that she did for us
Regards,
*** ***

July 6, 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 Ms*** ***’s concerns to our attention. According to the information provided, Ms*** *** notified of her dispute regarding the account number referenced above, stating she has been victimized by identity theftShe further stated she has had the same cell phone number for over eight years. As a result, she is requesting we delete all negative reports from the credit bureaus regarding the Sprint account We completed our investigation and confirmed there are no fraudulent activity occurred on the referenced Sprint account, which was established in Ms*** ***’s nameWe also confirmed Ms*** ***’s number ###-###-####, listed as a contact number on her complaint was contacted by both numbers on the account every month while the account was openThe address on file also ties with Ms*** ***’s address in public recordsAccordingly, our fraud department contacted Ms*** *** and advised her no subscriber fraud was found. As a result, she will have to handle it as a civil matter We regret any inconvenience this matter has caused Ms*** ***. If additional assistance is required, 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, Shola AExecutive Services Analyst

April 15,
Revdex.com
Ward Parkway, Suite
Kansas City, MO
Re: Revdex.com File ***, *** ***
Sprint Account xxxxx***
Sprint Case ***
To Whom It May Concern:
Sprint is in receipt of the above-referenced inquiry of Mr*** ***
We appreciate your assistance in bringing our customers’ concerns to our attention
In the information provided, Mr*** expressed his dissatisfaction with the level of service provided by our representatives during her attempting to resolve a billing concern, citing that we are charging him more per month than he agreed to when he accepted his current rate plan and device optionsHe requested that we remove the Subsidized Phone Charge from his account to match the monthly rate he was originally quoted
We appreciate Mr***’s taking time to provide details of his experience with our Customer Care representativesWe are continually striving to improve the quality of service provided to our customersPlease be assured that we value customer feedback and will utilize this input to improve our training and processes
We regret any possible misunderstanding that may have occurred regarding Mr***’s Sprint account and billingOur record reflect that Mr*** upgraded the device associated with his Sprint services on February 4, 2016, and accepted a two-year term agreement in exchange for our reducing the price of that device to zeroOur records further reflect that Mr*** changed his calling plan to our new GB Entry Plan for $a month, when activated with a non-discounted deviceBecause Mr***’s device was provided at a reduced price, we assessed an additional $monthly Subsidized Phone Charge to his account, pursuant to the terms of his chosen rate planCustomers can find full details of that rate plan at www.sprint.com
During our April 7, 2016, correspondence with Mr***, we explained the information outlined aboveWe also confirmed that he previously spoke with representatives of a specialized escalations team regarding his reported concerns on April 6, 2016, and that a representative of that team applied credit totaling $to his account to offset the disputed charges reflected on his March invoice, plus applicable taxesIn addition, although we were unable to identify any error on the part of Sprint in this matter, our representatives updated his account to waive the monthly $Subsidized Phone Charge, as requestedHowever, because his chosen rate plan is designed to automatically assess the charge, if applicable, we agreed to follwith Mr*** to ensure that his April bill is accurate
We regret any inconvenience this matter may have causedIf we can be of further assistance related to this concern, Mr*** can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext***I am available Monday through Friday between 7:a.mand p.m., Central Time
Sincerely,
LaDonna ***
Executive Services Analyst

September 25, Revdex.com *** Ward Parkway, Suite Kansas City, MO Re: File ***, Dustin *** *** Account XXXXX*** Sprint Case ***
To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of Dustin ***. We appreciate your assistance in bringing our customer’s concern to our attention According to the information provided, Mr*** expressed his dissatisfaction with the lever of customer service he received while trying to unlock his device for domestic use. “Unlocking” is a general term that refers to one or more types of device unlocking. MSL 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 domestic or international) Unlocking a device will not necessarily make that 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 our unlocking protocol is available on our website at www.sprint.com/unlock Sprint will unlock a device under the following circumstances: Any associated service agreement, installment billing purchase agreement, or lease agreement for the device must be fulfilled, including payment in full of any applicable Early Termination Fee(s) or end-of-lease/installment billing purchase options;The account associated with the device must be in good standing;The device has not been reported as lost or stolen and is not associated with fraudulent activity or otherwise flagged as ineligible for unlocking; andThe device has been active on the Sprint network, currently or in the past, for a minimum of days We spoke with Mr*** on September 12, 2017, regarding his concernsWe confirmed that Mr*** referenced iPhone device is eligible for SIM unlocking. The SIM unlock information was transmitted to the device in question on September 8, 2017. Mr*** also confirmed that his device is now unlocked and provided feedback regarding his experience with the process We appreciate Mr*** taking time to provide details of his experience with SIM unlock process. 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*** concerns will be forwarded to the appropriate managerial staff for further review We regret any frustration this matter may have causes. If we can be of further assistance, Mr*** 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, *** GExecutive Services Analyst

August 22, 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. We appreciate your assistance in bringing our customers’ concerns to our attention According to the information received, Ms*** stated that she has contacted Sprint on multiple occasions to receive a refund for retuned equipment. Ms*** is requesting that Sprint review this matter and provide her with a refund check accordingly Sprint has reviewed Ms***’s complaintIn an effort to resolve Ms***’s concerns, we attempted to contact her via phone and e-mail on August 10, and 15, 2017, to no avail. Unfortunately, we have not yet received a return call from Ms***. Should Ms*** require further assistance, we urge her to contact the undersigned directly at the phone number noted below at her earliest convenience 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 complaintWe look forward to speaking with Ms*** and encourage her to contact us at her earliest convenience 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 Services Analyst

September 13, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case *** Sprint Account XXXXX***, Trisha *** September 13,
RevDex.com
Ward Parkway, Suite
Kansas City, MO
Re: Revdex.com Case ***
Sprint Account XXXXX***, Trisha ***
Sprint Case ***
To Whom It May Concern:
Sprint is in receipt of the above-referenced complaint of MsTrisha ***We appreciate you bringing this matter to our attention
According to the information provided, Ms*** indicates that a payment in the amount of $was deducted from their debit card without her knowledgeMs*** states that when she ported out her services, she received a reward card from her new service provider to pay off her Sprint equipment balanceMs*** also states that Sprint agreed to settle her account for $As a result, she requests that we refund the difference
During our discussions with Ms*** on September 11, 2017, we confirmed with her that in accordance with the Terms and Conditions of her Wireless Agreement and the Lease and Installment Billing Agreements (IBA), Sprint is authorized to charge any payment method provided to us to satisfy amounts owed to SprintFor additional information regarding this matter, please visit ***Furthermore, Sprint sent a letter to Ms*** on July 25, 2017, advising her that the outstanding account debt payment would be processed within days from the date of the letter
After further research we determined that Ms***’s financial account information was stored in her account wallet in our billing records for future payments towards the accountThis led to the processing of the above-referenced paymentWe confirmed that both the charges and the payment are validFurther, our records show that on September 13, 2017, a partial chargeback was refunded to Ms***’s bank accountAs a result, her account is closed and reflects a balance due of $
If we may be of further assistance with this matter, you can reach us by calling the Executive & Regulatory Services department toll-free at ###-###-####, ext***I am available Monday through Friday from a.mto p.m., Central Time
Sincerely,
Kala C
Executive Services Analyst