Sprint Corporation

[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 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:
Dishonesty creates distrust and since the Campus employees lied to me and my mother and I, I don't feel I can trust them to do the right thing. I cannot trust them with my personal information. They Sprint and Asurion have broken the law and my trust. They have used deceptive practices to profit and hold my personal information as well as my contract hostage. My mother who is older and has health problems has suffered the same problems. Nothing has been offered except excuses.
*** ***

January 26,
*** ***
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 Mr***'s concerns to our attention
In the information received, Mr*** indicated that he was dissatisfied with the level of service that he received via a representative from one of our Sprint authorized third-party retail storesIn addition, he experienced dropped calls while using Sprint service within his local calling areaFurther, he expressed dissatisfaction with phone features, specifically an inability to use network voice and data services at the same timeFinally, he advised that his invoice balance was higher than the $that he expectedAs a result, he attempted to return the devices to the retail store via the Sprint Satisfaction GuaranteeUnfortunately, the return was not acceptedMr*** advised that he contacted Sprint and was able to receive a prepaid shipping label for the return of the devices, and expressed dissatisfaction with the delay in processing the returnHe requested that Sprint complete the Sprint Satisfaction Guarantee return that he requested
Technical issues can occur any time that the radio signal between our network and a wireless device is interrupted or blocked by natural, man-made, or weather-related obstructions, when traffic spikes to exceed capacity, and when multiple or conflicting transactions occur within a deviceAlthough these technical issues are not necessarily the result of a Sprint error, we understand that such issues are a frustrating aspect of wireless communicationIn addition, the simultaneous use of voice and data services is not a feature that was offered by Sprint or purchased by our customerAs a result, we publish coverage maps with general signal informationFurther, we offer the Sprint Satisfaction Guarantee, which allows our customers to test their recently purchased device and Sprint service for a specified period of timeFinally, Sprint is continuously monitoring and improving our networkEach time that a call is dropped, information is automatically recorded by our engineers and is used in our ongoing commitment to improve 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 web site at www.sprint.com have not deviated from the published informationIn 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 research revealed that Mr*** selected the Sprint Gigabyte (GB) Shared Data plan to share between four phones for $per month plus taxes, surcharges, and additional purchasesIn addition, he leased four Samsung Galaxy Sdevices for $per month eachHis invoiced charges matched his selection
Sprint is committed to providing world-class customer service, and we stand behind our commitment with a 14-day Sprint Satisfaction Guarantee return policyCustomers may return their device to the point of sale within that time period for a full refund (day of the days start when the device is activated)Sprint assesses a $restocking fee for devices and a $restocking fee for notebooks, netbooks or tabletsHowever, if the device is returned in its’ original unopened package, no restocking fee is chargedIf the selected service plan required a subscriber agreement, no termination fee is charged when canceled within days of activation and the product is returned complete and undamagedCustomers who purchased their device via an installment agreement, such as Sprint Easy Pay or Sprint Lease, and return their device will be billed the remaining device balanceThe remaining balance will be credited when the device is received and processed by Sprint
With the Sprint Satisfaction Guarantee, we will refund any activation fees for returns completed within three days of activationCustomers are responsible for all monthly service charges, access and airtime charges, and related taxes, surcharges and fees accrued through the deactivation datePlease also note that premium content charges, overage minute charges, roaming charges, and applicable long distance and/or International charges will be billed on a final invoiceThis policy may not reflect the return policies of our authorized third-party dealers or retailersFor additional information on the Sprint Satisfaction Guarantee, please visit our website at www.sprint.com/guarantee
We regret that Mr*** experienced difficulty, and that the third-party retailer did not offer the guaranteeAs Mr*** advised, Sprint made an effort to resolve his concerns by facilitating a return that emulated the Sprint Satisfaction GuaranteeWe regret any delay in facilitating this return; however, we would note that the return required manual processing, as this exception was not part of our procedure
With the information in Mr*** provided, we were able to identify the retail representative involved in the original sale and return attemptPlease be assured that this experience is not indicative of the level of service we expect from our representativesThe feedback that he provided regarding his experience will be forwarded to the appropriate management staff empowered to make changes in this area
We are pleased to inform you that the return was completed on January 15, Currently, Mr*** account reflects a $credit balanceDuring our January 25, 2016, conversation with Mr***, he expressed satisfaction with our resolution
If we can be of any further assistance in this matter, Mr*** can contact me directly by calling our office toll-free at ###-###-####, ext***, and referencing case ***I am available from a.mto p.m., Central Time, Monday through Friday
Sincerely,
Stan S
Executive Services Analyst

February 9, 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*** *** filed on behalf of Sprint accountholder Ms*** ***. We appreciate your assistance in bringing our customers' concerns to our attention. In the information provided, Mr*** advised that we are not honoring the terms of a promotional equipment pricing offer presented to him and Ms*** during a recent device upgrade. He requested that we correct Ms***’s monthly equipment billing to match the promotional offer and provide a refund for the erroneous charges paid thus far. We regret any possible misunderstanding that may have occurred in regard to our noted referenced iPhone Trapromotional offer. Our Marketing department works diligently to ensure that our mass-media, website, and other marketing materials are accurate and contain information that will allow customers to make informed decisions regarding Sprint services and products. We have built a solid reputation on honest business practices, and it is not our intention to mislead or confuse our customers with regard to the services or products we provide. Our records reflect that Ms*** traded in iPhone devices to participate in the referenced promotion on September 30, 2016; however, although we confirmed that she met the qualifications for that offer, the promotional credits have not applied to her Sprint account. Our records further reflect that Ms*** contacted our online Chat team on January 18, 2017, and that her billing concerns were escalated to our promotions fulfillment department for further review. Representatives of that team also determined that Ms*** met the qualifying criteria for the promotional offer but that an unknown systems anomaly was preventing the monthly device installment credits from applying to her monthly device installment charges. To remedy the matter, we applied one-time credits totaling $2,to Ms***’s Sprint account to offset the full value of the remaining promotional credits for her four iPhone devices purchased in September on January 30, During our February 1, 2017, discussion with Ms***, she provided her account authentication information and authorized us to speak with the complainant, Mr*** ***. We explained the information outlined above and that we were continuing to work with the promotions fulfillment team to determine the status of the remaining credits due for the disputed amounts already assessed and paid. Mr*** agreed to a follas additional information became available We attempted to contact the ***s on February 8, 2017, to advise that we terminated the equipment installment billing purchase agreements associated with Ms***’s four referenced devices to prevent further billing for those devices and applied additional credits totaling $to her account to offset the disputed monthly device charges of $previously assessed from October to current. Unfortunately, we were unable to speak with Mror Ms*** at that time; however, we trust that the actions noted above have completely resolved this matter to their satisfaction We appreciate Mr***’s taking time to provide the details of his and Ms***’s 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 On behalf of Sprint, I apologize for any inconvenience these matters may have caused the ***s and for the delay in bringing their reported concerns to resolution. If we can be of further assistance with these issues, or if Mror Ms*** would like to discuss our actions in further detail, they can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, extension ***. I am available Monday through Friday between a.mand p.m., Central Time Sincerely, Russell ** *** **Executive Services Analyst

November 14, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case ***, *** *** Account XXXXX*** Case *** To Whom It May Concern: Thank you for forwarding the above-referenced inquiry to our office. We appreciate your assistance in bringing our customers’ concerns to our attention. We contacted Ms*** *** on November 14, 2016. We are confident the issue outlined in the complaint has been addressed and resolved. In her supplemental inquiry, Ms*** states that she attempted to terminate her service prior to October 28, 2016, and is thus disputing our findings. As a result, she is requesting that this matter be reviewed once again. As outlined in our prior response, Ms***’ service was suspended on October 28, 2016, due to a past due balance. Our records further reflect that on the same date, Ms*** contacted customer service and requested the cancellation of her account. We sincerely regret any possible misunderstanding regarding a prior service termination request. We contacted Ms*** via phone and e-mail on November 14, 2016. We received a reply e-mail from Ms*** indicating her issue is resolved. We have a follow up scheduled to review Ms***’ November invoice when it becomes available We regret any inconvenience Ms*** may have experienced as a result of this matter. If we can be of further assistance, she can contact the Executive & Regulatory Services department toll free at ###-###-####, extension ***. I am available Monday through Friday from 8:a.mto 4:p.m., Central Time Sincerely, *** HExecutive 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 as long as there is a zero balance and the $is then refunded to me I have paid fully up through and including 12/20/and on that day, I switched to another carrier Therefore, there should only be a credit left which should be refunded to me I only want what is owed to me, nothing more and nothing less According to tracking, the phones have been in Sprint's possession since Jan 6th and they were returned in mint condition (i had the phones for less than month)
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]Tehara never told me that I had days like previously statedI am in the process of changing providersI do not agree with the resolution seeing that my original contract stated that they would check my credit after the first yearSprint has yet to ask to see the contractSprint doesn't care about their customersThey are only concern with making money and not doing what's right for the customerSprint is very rude and they lack customer service skillsI will never do business with Sprint ever again.
Complaint: ***
I am rejecting this response because:
Regards,
*** ***

April 14, Revdex.com of Greater Kansas 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 inquiry. We appreciate your assistance in bringing our customers’ concerns to our attention. According to the information provided, Ms***-*** stated that she has not been receiving the service credit towards the promotional Buy One and Get One (BOGO) free phone purchase. She also stated that she requested the subscription for her tablet cancelled in October 2016, however, the rate plan was reduced to $2.50, and not cancelled as requested. She is requesting a resolution to this 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 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 reviewing Ms***-***’s account, it reflects that her subscription for the tablet was subscribed to the 25MB for $rate plan on November 13, 2016, and was cancelled on March 4, 2017. Although no credit is due, we applied a $credit towards the monthly service charges. Further, our records show that because she cancelled and then resumed one of her phone numbers, she no longer qualified for the BOGO promotional credit; however, to bring about an amicable resolution; we cancelled the installment agreement associated to one of her phone numbers and applied a credit to the associated installment charges to emulate the BOGO offer We spoke with Ms***-*** on April and we made unsuccessful attempts to contact her on April and 14, 2017, in order to provide her the information above. However, we have not received a response We regret any inconvenience Ms***-*** may have experienced while attempting to resolve these matters. If I may be of further assistance, Ms***-*** can contact me toll-free at ###-###-####. I am available Monday through Friday, between a.mand p.m., Central Time Sincerely, Beatrice R Executive Services Analyst

July 21,
Revdex.com Serving Greater Kansas City
Ward Parkway
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 complaint of Ms*** *** submitted on
July 6, We appreciate your assistance in bringing our customer’s concern to our
attention
According to the information received, Ms*** claims that a Sprint retail representative forged her initials on a Transaction Summary FormMs*** further asserts that she encountered an unfavorable customer service experience while attempting to resolve this matterMs*** requested that Sprint review this matter and take the appropriate action
Sprint has thoroughly reviewed Ms***’s complaint and notes that on June 5, 2017, Ms*** visited a local Sprint Retail Store location, to process a device change on phone numbers ending in *** and ***At that time, Ms*** declined to subscribe to Sprint’s Total Equipment Protection (TEP) plan on the aforementioned phone numbersUnfortunately, the retail employee signed Ms***’s initials confirming the aforementioned plan was declinedIn regarding to the retail store representative actions, Sprint has addressed this matter in accordance with its security policies and disciplinary procedures
With regard to Ms***’s concerns of Sprint scanning her driver’s license using an IPad deviceThis information was forwarded directly to our billings system and is used to authenticate the account at our Retail Store locations
We spoke with Ms***, on July 19, 2017, and relayed the above informationDuring the call, Ms*** acknowledged that she spoke with the District Retail Manger and he apologized for any inconvenience this matter may have caused herHowever, to resolve this matter, we offered and Ms*** accepted a one time courtesy adjustment of $to offset a portion of her monthly recurring chargesAt that time, Ms*** stated that her account concerns were satisfactorily resolved
We appreciate Ms*** taking the time to provide us with her feedback regarding her experience with the local Sprint Retail Store locationWe are continually seeking ways to improve the quality of service provided to our customersPlease be assured that we value Ms***’s feedback and that her concerns have been forwarded to the appropriate managerial staff for review
If we can be of further assistance with this issue, 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., Eastern Time
Sincerely,
/s/ Hakima W
Hakima W
Executive Services Analyst

August 24, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case 1***, *** *** Sprint Account xxxxx*** Sprint Case *** To Whom It May Concern: Sprint is in receipt of the above-referenced rebuttal complaint to our response of *** ***, regarding our prior resolutionThe original complaint was submitted to Sprint on August 2, We regret the circumstances that led Ms*** to contact your office again. According to the information provided, Ms*** expressed her concern with our prior response, pertaining to the resolution that was provided to her on August 8, 2017. Ms*** has indicated that she was advised that she had until August 31, 2017, to resolve her outstanding balance and that her account would be removed from collectionsHowever, these actions were not relayed in our prior responseMs*** requested that Sprint review this matter and respond accordingly Sprint has reviewed Ms***’s complaintAs stated in our prior response, we spoke with Ms*** on August 8, 2017, and advised her that we realize that situations may arise that prevent customers from making the required payment by the 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, on August 2, 2017, Ms*** initiated a Chat session with our Customer Care group and established a payment arrangement, which is scheduled for processing on August 12, 2017. Please be advised if Ms*** does not meet the terms of the scheduled payment arrangement, she will be subjected to service interruption since her account reflects an outstanding balance. Furthermore, an additional payment arrangement may not be granted Upon receipt of Ms***’s filing, we spoke with her on August 23, 2017, and confirmed that her account is not delinquentAlthough we sustain that her account charges are valid, in an effort to satisfactorily resolve this matter, we offered and Ms*** accepted a one-time courtesy adjustment of $to offset a portion of her monthly recurring charges and taxes as reflected on her July 12, billing statement, leaving her responsible for the current balance due of $This adjustment will appear on Ms***’s September 12, 2017, billing statementAccordingly, Ms*** agreed to remit a partial payment of $to offset a portion the aforementioned balance by August 31, In addition, Ms*** is aware that her September 12, 2017, will reflect new charges for the billing period of August 9, through September 8, 2017, as well as her past due account balance of $Ms*** acknowledged the information that was relayed to her and was satisfied with Sprint’s efforts to resolve her account concerns We regret any inconvenience that Ms*** may have experienced while attempting to resolve this matter. If we can be of further assistance, Ms*** can reach us by calling the Executive & Regulatory Services department toll-free at ###-###-####, ext***. I am available Monday through Friday from 7:a.mto 4:p.m., Eastern Time Sincerely, /s/ Regina SExecutive Services Analyst

December 20, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File *** Sprint Account xxxxx***, *** A*** Sprint Case *** To Whom It May
Concern: Sprint is in receipt of the above referenced inquiry of Ms*** A*** submitted on December 2, 2016. We appreciate your assistance in bringing our customers’ concerns to our attention According to the information provided, Ms*** expressed her dissatisfaction with the level of service she received from our Customer Care group while attempting to address her billing concernsAccording to Ms***, her bill increased to $a month on the Sprint’s Framily planMs*** was informed that her discount was removed due to family member’s leaving her Framily Group ID, which would alter her discountFurthermore, Ms*** stated that her plan has a group Framily ID that she is not familiar withMs*** requested that Sprint review this matter and adjust her account accordingly In our effort to provide clear communication about our devices, features, promotions and pricing, Sprint publishes an overview and our retail brochures, displays, partner stores, and web site at www.sprint.com have not deviated from the published information. In our continued efforts to provide all of our customers with the best pricing possible, we cannot fulfill any verbal offers that deviate from the formal and approved published device and/or service plan pricing Sprint has reviewed Ms***’s complaint. According to our records, on May 15, 2015, phone line ending in *** and *** was activated on the Sprint Framily plan. The Sprint Framily plan offers unlimited talk and text, and gigabyte (GB) of data, while on the Sprint network for as little as $per month per line (with to subscribers in group) with no requirement to share data. Further, the Sprint Framily plan allows all Framily members to invite family members, friends, and others who are eligible to join Sprint and save. The Framily group can be made up of multiple phone lines from one account or lines across different accounts. New customers can join an existing Framily group or start a new one. Existing customers can create a new Framily group or join a Framily group already associated with their account; however, existing subscribers cannot join a group outside of their account. Once on the Framily plan, future device purchases must be made using Sprint Easy Pay or by paying the full retail price Existing Sprint customers who purchased a discounted device in exchange for a Service Agreement on or after January 10, 2014, are assessed a $per month Framily service charge until the device upgrade eligibility date is reached or after consecutive months of billing for the $per month unlimited data plus annual upgrade option, whichever comes first. Customers must confirm acceptance of this charge, when applicable, to select this service plan All lines reflect the standard monthly charge of $and then discounts are applied based on the number of active lines within the Framily group. Please note that the applicable discounts are applied within one to two bill cycles after each line is added to the group. Another added benefit is that each Sprint Framily member can customize their own plan. Each member has the option to bto unlimited data plus get annual upgrades with Sprint Easy Pay for an additional $per month per line or bto gigabytes of data for just $per month per line. If a Framily member exceeds their data allotment, additional on-network data above gigabyte or the gigabyte bis cents per megabyte. Additional information regarding Sprint Framily can be viewed via www.sprint.com/framily We spoke with Ms*** on December 15, 2016, and relayed the aforementioned information to herDuring that call, we advised Ms*** that we updated her plan to the Family unlimited talk, text and data per her request to begin on December 26, 2016. Further, we advised her that although the cost of the Framily Plan is clearly outlined, due to any possible misunderstanding that may have occurred, and in an effort to resolve this matter amicably, we offered to apply a $service credit to her account to offset the a portion of the monthly billMs*** has accepted our offer and has expressed her satisfaction in Sprint’s effort to resolve her complaint We appreciate Ms***’s taking the time to provide us with the details of her experience with our Customer Care group. We regret that the level of service he received was not indicative of the world-class service we strive to provide. The feedback he provided has been forwarded to the appropriate management staff for further review If I may be of further assistance with this matter, Ms*** can contact me by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####. I am available Monday through Friday from a.mto p.m., Eastern Time Sincerely, Romualdo FExecutive Services Analyst

July 26,
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 complaint of Ms*** ***
submitted on July 7, We appreciate your assistance in bringing our customers’ concerns to our attention
According to the information provided, Ms*** expressed her dissatisfaction with being misinformed of the terms associated with the Tablet device that was activated on her accountMs*** stated when she agreed to add the Tablet device on her account; she was not informed that it would be associated with a two year Service AgreementMs*** further expressed her dissatisfaction with being assessed monthly recurring charges for the Tablet device, after she ported-out her service to another wireless service providerMs*** requested that Sprint review this matter, apply an adjustment to her account to offset the monthly recurring charges and waive the Early Termination Fee
Sprint has reviewed Ms***’s complaintIn 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 informationIn 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
According to our records, on July 15, 2015, Ms*** purchased a Tablet device at discounted pricing in exchange for a two-year Service Agreement associated with phone line ending in ***Further, our records show that she incurred monthly service charges for the above device as reflected on the August through July invoices for the service plan she elected at activation
We spoke with Ms*** on July 13, 2016, and discussed her concerns in detailUpon further review of her account, we cancelled the Tablet device associated with phone line ending in ***, which was prior to the fulfillment of the Service Agreement end date of July 13, As a result, her account incurred a pending Early Termination Fee of $Due to any misunderstanding regarding the Tablet promotion we agreed to waive the charges related to her Tablet device from April to presentAs such, we applied a total adjustment of $to offset the monthly service charges associated with the Tablet device as reflected on the April through July invoicesFurther, we applied a partial adjustment of $to offset a portion of the pending Early Termination Fee, leaving a balance due of $65.44, which Ms*** agreed to payMs*** confirmed that she was satisfied with the resolution provided
We apologized for any inconvenience this matter may have caused Ms***We appreciate Ms*** taking time to provide details of her experienceWe are continually striving to improve the quality of service provided to our customersPlease be assured that we value customer feedback and that her concerns will be forwarded to the appropriate managerial staff for further review
If I can be of any further assistance, please contact me by calling our Executive and Regulatory Service department toll-free at ###-###-####, ext***I am available Monday through Friday, between a.mand p.m., Eastern 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,
Gabriela ***

January 9, Revdex.com Ward Parkway 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 complaint of *** ***. We appreciate your assistance in bringing our customers’ concerns to our attention According to the complaint, Ms*** states that upon activation of her account, she took advantage of Sprint’s promotional offer for five lines of service for $per month. Ms*** further states that she also took advantage of the Lease One, Get One promotional offer for the iPhone devices and she purchased two Samsung Galaxy Sdevices. Ms*** further states that as she was not satisfied with Sprint’s service and/or the Samsung Galaxy Sdevices. Therefore, as she was still within Sprint’s Day Return policy, she ordered two Samsung Galaxy S8+ devices to replace her existing Samsung Galaxy Sdevices. However, Ms*** stated she decided to keep one Samsung Galaxy Sdevice and one Samsung Galaxy SPlus device. Ms*** states she returned one Samsung Galaxy Sdevice and one Samsung Galaxy SPlus device; however, Ms*** states she has not received credit for the returned Samsung Galaxy SPlus device. Ms*** is requesting that Sprint zero the remaining balance on each of the four devices 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 Effective September 19, 2014, Sprint launched the Sprint Lease program, an option that gives qualified new and existing customers the flexibility to lease select Smartphones and Tablets for a lower monthly cost versus purchasing the device. Lease payment varies by device and a down payment may be required and varies by customer and device. With a lease option, Sprint owns the device. At the end of a lease term, you can purchase the device and own it outright, return it to us, or return it to us and upgrade to the latest device. We further note that any Lease Device Purchase or Fair Market Value (FMV) charges are waived once Sprint receives the current device at our warehouse. In addition, it may take up to two bill cycles for the returned equipment to be processed. For further information regarding Sprint Leasing please visit www.sprint.com/lease Upon activation of her account, Ms*** was provided with a clear disclosure of her monthly recurring charges, equipment purchases, and all other applicable fees and chargesFurthermore, we were able to locate signed copies of her Electronic Service Agreement and Lease Agreements, which includes a description of the charges in question. Based on our review, we were unable to identify a Sprint error regarding the terms of her monthly charges or equipment purchases In order to qualify for Sprint’s promotional offer for five lines of service for $per month, Ms*** is required to opt for the automatic payment option. We further note that as stated in our iPhone 32GB Lease One Get One (LOGO) promotional offer, the customer may select a higher memory configuration or the iPhone Plus. However, the monthly credit will equal $22.92, applied for the duration of the Month Lease Agreement We spoke with Ms*** on January 9, 2018. We advised Ms*** that on January 6, 2018, a total credit of $was applied to her account for the Lease Cancellation charges that were assessed to her account for the returned Samsung Galaxy SPlus device We regret that Ms***’s experience with service in her local calling area is falling short of her 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. Based on her service address, Ms*** is located in Best coverage. She should expect good service outdoors and indoors. In Best coverage some small pockets of poor service may occur based on obstructions, foliage, and terrain, but should be rare or infrequent. In addition, Sprint confirms coverage based on the service address our customer provides at the time of activation. Continuation of services after the 14-day Risk Free Guarantee period constitutes acceptance of the Terms and Conditions of Services and the Service Agreement selected at the time of activation. As a result, we respectfully decline to credit the valid charges for her leased equipment 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 1-844-282-8211, extension ***. I am available Monday through Friday, from 8:a.mto 4:p.m., Eastern Time Sincerely, Taheera LExecutive 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.
*** *, has also assured me she will review my upcoming bill to ensure all changes she made carry over and that all issues remain resolved. Thank you
Regards,
*** ***

Hello,I was contacted by Sprint in regards to my complaint and all issues were resolvedThe complaint can be closed. Thanks,*** ***

August 15,
Revdex.com
Ward Parkway, Suite
Kansas City, MO
Re: Revdex.com Case ***-Rebuttal, *** ***
Sprint Case ***
To Whom It May Concern:
Sprint is in receipt of the above-referenced follinquiry of Mr*** ***We appreciate your assistance in bringing our customers’ concerns to our attention and regret the circumstances that led to Mr***’s contacting your office once again
In his rebuttal, Mr*** indicated his dissatisfaction with our response to his initial filing, citing that we did not provide details related to the terms and amount of his refund amount or service optionsHe also indicated that we have not sent a requested detailed breakdown of his monthly charges
We regret any misunderstanding that may have occurred related to the specific terms of Mr***’s referenced refund or his service options and billingOur records reflect that the $monthly loyalty credit is now reflected on his account, as well as on his August 8, 2016, invoiceDuring our August and August 15, 2016, conversations with Mr***, we explained that we applied credits totaling $to his account in lieu of a refund for the difference between the actual charges and the amount that was quoted to him prior to upgrading the device on his line of service
We also explained Mr***’s monthly billing, with any applicable discounts, to himHe stated that he was quoted a monthly billing amount of approximately $before taxes, surcharges, and feesWe confirmed with Mr*** that he selected our Everything Data price plan at $and has added our Premium Data Add On at a monthly cost $As a result, Mr***’s monthly charges are $per month, plus applicable taxes, surcharges, and feesIn addition, he currently receives an employer-based service discount and a $loyalty credit per monthMr*** also elected to lease his device on December 18, 2015, at a monthly rate of $through October 5, We also made him aware that more information regarding our equipment lease, billing, and payment options is available on our website at ***
We are pleased to inform you that Mr*** is satisfied with the above-noted actions taken on his accountIf we can be of further assistance with these matters, Mr*** can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, extension ***I am available Monday through Friday between 8:a.mand 4:p.m., Central Time
Sincerely,
Tiffany G
Executive Services Analyst

July 12, 2017 Revdex.comWard Parkway, Suite 401Kansas City, MO 64114 Re: Revdex.com File ***, *** *** 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 her inquiry, Ms*** stated that two years ago she purchased her device on installment billing. She further stated that in April she contacted our Customer Care department to inquire about her charges to pay off her device and was advised that she owed $151. Ms*** further stated that she thought that after she paid her device’s charges totaling $720, she would own her device. Furthermore, Ms*** stated that she is disputing that the device was leased. And last, she described unfavorable customer services experiences while attempting to address her concerns. As a result, Ms*** stated that she wants to own her device and no longer wants Sprint services. Unfortunately, our attempts to contact Ms*** via telephone and e-mail on June 29, July 10, and 11, 2017, to discuss her reported concerns and the information outlined above in detail were unsuccessful. We also mailed a letter to her address on file acknowledging our receipt of her inquiry. Ms*** will need to provide a valid telephone number so we can discuss her reported concerns. Upon our initial review of this matter, our records reflect that Ms*** began leasing a device in May and signed a contract outlining the terms. At the end of the lease term, our customers have the option to purchase the device (at End of Life pricing), turn the device in per the terms of the lease, or keep the device and continue to lease the device on a month-to-month basis. As a result of our review, we were unable to identify a Sprint billing error. However, should Ms*** have any outstanding concerns or if she would like more details of our account findings, we invite her to contact us and provide the needed account security information. Regrettably, our records further reflect that Ms*** recently canceled her services. We appreciate Ms***’s taking time to provide 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 customer feedback and that her concerns have been forwarded to the appropriate managerial teams for further review. If we can be of further assistance regarding these matters, 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, Minnie SExecutive Services Analyst

May 5, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Inquiry ***, *** K*** Sprint Account xxxxx*** Sprint Case *** To
Whom It May Concern: Sprint is in receipt of the above-referenced complaint submitted by Mr*** ***. We regret any inconvenience that he experienced in regard to this matter. According to the information provided in the inquiry, Mr*** disputes service charges assessed to the account. As a result, he requests that his concern be reviewed. During our discussion with Mr***, we confirmed with him that the charges reflected on his account are valid and in accordance with the Electronic Subscriber Agreement (ESA) that he signed at our retail store. However, we also reviewed another concern that he expressed to us regarding his dissatisfaction regarding the network coverage that he receives in his service area. According to our review of Mr***’s network coverage concern, we confirmed that Sprint is in the process of implementing significant upgrades to increase our network efficiency and improve our customers’ wireless experience in his service area. While the end result of the upgrades is a superior product with unparalleled network service, customers may notice temporary service issues during the transition process. However, our technical teams are continually monitoring the effect those changes may have to our customers. As a demonstration of our commitment to excellence, and in an effort to address this matter amicably, we advised Mr*** that if he chooses to port his phone numbers to another carrier, with the return of his phones in good condition, we will apply account credits to offset the remaining balances associated with his Installment Billing Agreements (IBA). We advised him that our offer is valid for days. Mr*** indicated that his account concern is resolved. If Mr*** needs further assistance, I can be contacted by calling the Executive & Regulatory Services department at ###-###-####, ext***. I am available Monday through Friday between 7:a.mand 3:p.m., Central Time Sincerely, Patricia SExecutive Services Analyst

June 16, 2017 Revdex.comWard Parkway, Suite 401Kansas City, MO 64114 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 in her inquiry, Ms*** stated that her device was repaired at one of our authorized repair centers and the screen color the device was repaired with is different from her device. As a result, she is requesting we repair the device with the same screen color as her device All new Sprint devices and/or Mobile Broadband devices come with a limited one-year manufacturer’s warranty. Sprint customers are also given the option to subscribe to our Total Equipment Protection (TEP) option within the first days of activating a new device on their phone line. TEP provides Sprint customers with a cost efficient way to protect themselves against loss, damage, and wear and tear to their device that is not covered under the provisions of the limited one-year manufacturer’s warranty. During our discussion with Ms*** on June 5, 2017, we apologized for any inconvenience she may have experienced as a result of this issue. At that time, we advised Ms*** that in an effort to resolve her concerns, we would agreed to order her a replacement device. Ms*** visited our retail store and we provided her with a replacement device on June 6, Ms*** accepted the offer and is satisfied with the resolution We appreciate Ms***’s taking the time to provide us with the details of her concerns. We 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 further review. If I may be of further assistance with this matter, please contact me by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####. I am available Monday, Tuesday, Thursday, and Friday from a.mto p.m., Central Time. Sincerely, Tobias T.Executive Services Analyst