Sprint Corporation

Sprint
is in receipt of the above-referenced complaint of Ms*** ***. We appreciate your assistance in bringing our
customers’ concerns to our attention.
In
Ms***’ complaint, she stated that she was dissatisfied with information
received regarding
payment arrangements.
Upon receipt, we forwarded Ms***’ complaint to our Customer Finance
Services team for review
We
realize that situations may arise that prevent customers from making the
required payment by the due date and Sprint can assist with payment
arrangements if available. However, not
all payment arrangement requests can be honored
Our
records reflect that Ms*** previously arranged to make a payment of
$on April 1, 2016, and this arrangement was completed successfully. As a one-time courtesy and in appreciation
of Ms***’ business, we applied credits totaling $to offset one-half
of her monthly recurring charge, excluding any equipment lease charges. Ms*** will see these credits reflected
on her next invoice.
We
regret any inconvenience this matter may have caused. If I may be of further assistance with this
matter, you can reach me by calling the Executive & Regulatory Services
department toll-free at ###-###-#### I am available Monday through
Friday from a.mto p.m., Central Time
Sincerely,
*** *
Executive
Analyst

October 4,
Revdex.com
Ward Parkway, Suite
Kansas City, MO
Re: Revdex.com Case ***, Patricia *** ***
Sprint Account xxxxx***
Sprint Case ***
To Whom It May Concern:
Sprint is in receipt of the above-referenced inquiry of
MsPatricia *** ***We appreciate your assistance in bringing our customers’ concerns to our attention
In the information provided, Ms*** stated that there was a delay in cancelling her Sprint service, and that that she moved her lines of service to another Sprint account in July Ms*** requested assistance in closing her Sprint account
Our records reflect that four of Ms***’s seven lines of service moved to another Sprint account between May and August 3, Our records reflect that the remaining three lines of service remained active on her account, and continued to bill a recurring monthly chargeFurther, two of the lines of service billed monthly equipment charges through their 24-month equipment installment agreements are scheduled to be satisfied on May 12, Our records further reflect that usage of our services is reflected through the billing period ending August 11,
During our October 3, 2017, conversation with Ms***, we explained the information outlined aboveWhile Sprint does not reflect any billing errors occurring related to her account, in an effort to resolve her desire to cancel the services on her account, we cancelled her service effective that same dateFurther, the accelerated equipment balances for the three lines of service are valid; however, in Sprint’s effort to bring closure to this matter, we agreed to waive the accelerated equipment balances in the amount of $Further, we applied a $credit, as a gesture of goodwill, for the September billing statement that did not reflect any usage of our services for the billing period of August through September 11, We advised her that the outstanding balance of $is valid for charges through August 11, Ms*** expressed her satisfaction with our resolutionAccordingly, Sprint considers this matter fully addressed and resolved
We regret any inconvenience these matters may have caused Ms*** and the loss of her business, but we are pleased that we were able to resolve her reported concerns to her satisfactionIf we can be of further assistance with these issues, Ms*** can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext***I am available Monday, Tuesday, Wednesday and Friday between a.mand p.m., Central Time
Sincerely,
Linda W
Executive Services Analyst

Re: Revdex.com Case # ***, *** *** Sprint Account # XXXXX*** Sprint Case # *** To Whom It May Concern: Sprint is in receipt of
the above-referenced inquiry of *** *** submitted on February 2, 2017. We appreciate your assistance in bringing our customer’s concern to our attention. We are pleased to inform you that we have addressed Mr***’s concern According to the information provided, Mr*** expressed his dissatisfaction with the charges assessed to his account upon cancelling his services. Mr*** requested that Sprint review this matter and asked that appropriate action be taken Sprint has reviewed Mr***’s complaintOur records indicate that Mr*** ported-out phone number ending in *** to another wireless service provider on October 23, 2016. Upon the cancellation of phone number ending in ***, Mr***’s account was assessed a $Early Termination Fee due to not completing the terms of the two-year Service Agreement. In addition, phone number ending in *** was ported-out to another wireless service provider on December 19, 2016. Also, phone number ending in *** was assessed a $Early Termination Fee due to not completing the terms of the two-year Service Agreement. Furthermore, our records indicate that Mr*** remitted a payment of $to his account on October 22, 2016, leaving his account closed with a final balance due of $354.53. The balance represents monthly recurring charges and Early Termination Fees as reflected on the November and December invoices We spoke with Mr*** on February 27, 2017, regarding his concerns and relayed the above information. During that call, we explained to Mr***, due to his account being cancelled five days after the start of a new billing cycle, as a courtesy, we will apply an adjustment to offset his last month charges. In addition, Mr*** agreed to return his devices in exchange for the waiver of the Early Termination Fees. Upon the receipt of his devices, we apply an adjustment to his account to offset the two Early Termination Fees. However, he will have a remaining balance of $as reflected on his November invoice. Mr*** expressed his satisfaction with the resolution provided. We regret any inconvenience Mr*** may have experienced regarding this matterIf Mr*** has any further questions about this matter, we can be reached by calling the Executive and Regulatory Services Department at ###-###-####, Monday through Friday, between a.mand p.m., Central Time. Sincerely, /s/ Terrance *** Terrance *** Executive & Regulatory Services

[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 11188197, and find that this resolution is satisfactory to me
Regards,
*** ***

According to the information received, Ms*** expressed dissatisfaction with level of customer service she received from Sprint while attempting to resolve her account concerns. According to Ms***, she cancelled her services with Sprint in January and returned the airave deviceShe
received her final bill which includes Early Termination Fees, which she paidHowever, she received a subsequent bill from Sprint charging her equipment non-returned feesAs a result, Ms*** requests that we review her account Sprint has reviewed Ms***’s complaint and confirmed that the Airave device was returned on January 21, 2016. As a result, a credit in the amount of $was applied to her account on September 19, 2016, to remove the non-equipment return charge. We appreciate Ms*** for taking the time to provide us with her feedback regarding our customer service and retail store representatives. We are continually seeking ways to improve the quality of service provided to our customers. Please be assured that we value her feedback and that her concerns have been forwarded to the appropriate managerial staff for further reviewMs*** was contacted on September 21, 2016, and we advised her of our findingsMs*** expressed her satisfaction and confirmed she has no further issues

November 9,
Revdex.com
*** *** *** *** ***
*** *** ** ***
Re: Revdex.com Case ***, *** ***
Sprint Account ***
Sprint Case ***
To Whom It May Concern:
Sprint is in receipt of the above-noted inquiry of Ms
*** ***We appreciate your assistance in bringing our customers’ concerns to our attention
In the information provided, Ms*** expressed her dissatisfaction with our repeatedly double charging her for device accessories purchased at our retail locations, citing that we have informed her that our payment processing systems but that she has not yet received a refund owed to her for the most-recent overcharged interactionMs*** requested that we provide a $refund for the overcharge
We appreciate Ms***’s providing details of her experience with our payment processes and retail representativesWe are continually striving to improve the level of service provided by our employeesPlease be assured that we value customer feedback and that this information has been forwarded to the appropriate management teams for further review
During our conversation with Ms*** on November 8, 2016, we requested that she provide a copy of her bank statement reflecting the $duplicate transaction referenced in her inquiryShe forwarded that information to us on November 9, 2016, and we forwarded the documentation to our Finance department for further review
Based on the information provided by Ms***, representatives of our Finance team required additional documentation in order to process her requested refundAs such, during our subsequent follcall to her on November 9, 2016, we provided the response form our Finance department and, in an effort to expedite resolution of her reported issues, we offered to apply a $service credit to her Sprint account in lieu of the requested refund as a demonstrate our commitment to excellenceMs*** accepted our offer, and we applied the credit to her account as agreedShe indicated satisfaction with our actions
We regret any inconvenience these matters may have caused but pleased that we were able to resolve Ms***’s concerns to her satisfactionIf we can be of further assistance with these matters, she 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 4:p.m., Central Time
Sincerely,
Linda W
Executive Services Analyst

July 19, Revdex.com Ward Parkway, Suite 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 rebuttal of Ms*** ***. We appreciate your assistance in bringing our customers’ concerns to our attention and regret the circumstances that led Ms*** to contact your office once again In the additional information provided, Ms*** stated that she returned her two devices; however, she has not received the promised adjustments to waive the Early Termination Fee and the lease cancellation chargesAs a result, she is requesting to have the charges removed During our subsequent conversation with Ms*** on July 17, 2017, we explained that our records reflect that the devices associated with phone numbers ending in *** and *** were confirmed as received in our warehouse on June 21, As a result, the Early Termination Fee and lease cancellation charges for those devices were removed. We informed Ms*** that her balance owed on her account is for the monthly service charges on her May and June invoices. As outlined in our Terms and Conditions of Services, Sprint advertises and provides services in monthly increments. If services are terminated before the end of your billing cycle, we do not prorate monthly service charges, nor do we provide refunds or credits for any unused minutes in your service plan. Our records reflect that Ms*** cancelled her service on June 8, 2017, and her account was billed the monthly service charges until the end of her billing period July 4, 2017, as outlined above. However, in an effort to bring about an amicable resolution to this matter, we offered to provide a service credit in the amount of $to offset the monthly service charges reflected on her June invoice. As a result, her account is closed and reflects a balance owed in the amount of $225.75. Ms*** confirmed that her issue is resolved We regret the circumstances that led to her decision to cancel her services If Ms*** still requires assistance with this matter, she can contact me by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####. I am available Monday through Friday from 8:a.mto 4:p.m., Central Time Sincerely, *** F* FExecutive Services Analyst

October 5, Revdex.com Ward Parkway Kansas City, MO Re: Revdex.com Complaint ID ***, Craig ***
Sprint Account xxxxx*** Sprint Case *** To Whom It May Concern: Sprint is in receipt of the above referenced complaint of MrCraig ***. We appreciate you bringing our customers’ concerns to our attention According to the information received, Mr*** is seeking to upgrade to the next generation iPhone by taking part of the iPhone Forever program. Mr*** stated that he has been provided conflicting information about the due at signing down payment. Mr*** is seeking assistance with upgrading his phone at no out of pocket cost at time of activation In our effort to provide clear communication about our features and pricing, Sprint publishes an overview of our service plans and any included features. Our retail brochures, displays, partner stores, and web site at www.sprint.com have not deviated from the published information. 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. As stated in the terms of our iPhone Forever Program, customers are able to upgrade to a new iPhone with each next generation iPhone launch. However, customers’ are required to make up to monthly payments of their current lease in order to be upgrade eligible. At their next upgrade, customers are required to tu(give back) their current lease device and enter into a new lease agreement. Pricing is for well-qualified buyers and varies by memory configuration We spoke to Mr*** on September 29, 2017, to address the above information. We advised Mr*** that we have promotions where a down payment would not be required, however due to his interest in a higher memory configuration, a down payment would be required. Although Mr*** remained dissatisfied with these terms, we respectfully decline his request to waive any down payment requirement. We regret any inconvenience this may have caused. 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 AExecutive Services Analyst

February 9, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Inquiry ID ***, *** *** Sprint Account XXXXX Sprint Case *** To Whom It May
Concern: Sprint is in receipt of the above-referenced inquiry of Ms*** ***We appreciate your assistance in bringing our customers’ concerns to our attention. In her inquiry, Ms*** expressed her dissatisfaction with the issues she encountered when attempting to pay off of her devices. Ms*** is requesting that we credit her account in the amount of $and confirm that her husband’s device is paid off. We regret any misunderstanding that may have occurred regarding Ms***’s request to cancel the Lease Agreements and purchase the leased devicesOur records reflect that Ms*** contacted our Customer Care department in December 4, 2017, to discuss her billingDuring that interaction Ms*** states she was informed that she could make a payment of $to purchase the leased devices. As a result, Ms*** submitted payment of $to own the leased devices. However, upon further review, we find that the total payment required to own the lease devices was $($215.07, $147.51, and $171.16) as indicated on the December invoice. Ms*** has since canceled service and paid the December and January balance in full to own the devices. We spoke with Ms*** February 8, 2018, and explained the information outlined above. Additionally, we advised that we would review the February invoice to confirm the account balance is zero We regret any inconvenience these issues may have caused Ms***If we can be further assistance with these matters, she can contact me directly by calling our Executive & Regulatory Services department toll free at 1-844-282-8211, ext***. I am available Monday, Tuesday, Thursday, and Friday between 7:a.mand 5:p.m., Central Time Sincerely, Leland (Bud) JExecutive 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: As you can see from Sprint response, they charged me late fee, while my account was never late, furthermore in the past months, my account never exceeded 1GB form the 15GB of the account how could my phone exceed this in one month.I have send there phone via UPS in perfect condition not even a scratch in the body or screen and yet I have not received a credit for that. The lady whom I talked to did not do any thing except reaffirm the amount of money they should receive, just a repeat of customer service asked.now the phone is in their hands, I do not owe the company any money, furthermore I have a strong believe that the company does not value good customers, and does not train their representatives to professionally treat people
Regards,
Mahmoud ***

August 31, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case ***, *** *** 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*** cited her dissatisfaction with the level of customer service received from our representatives during his attempts to resolve an issue regarding network service in her home service area. Ms*** noted that she was provided an Airave signal boost device and it stopped working. Ms*** feels she is not getting the service she is paying and requested to be allowed to cancel without being assessed any fees 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 We regret that coverage in Ms***’s home service area is falling short of her wireless communication needs or expectations. We constantly monitor our network for service- and capacity-related issues and work diligently to address any concerns we identify or are brought to our attention by our customers. The specific network coverage depends on the radio transmissions your device can pick up and services chosen. A member of Sprint’s escalation management team contacted Ms*** on August 25, and advised that she is in a fair coverage area and extended an offer to allow her to cancel her Sprint account with the return of the undamaged devices associated with her account. Ms*** advised that she would think about the offer and contact other carriers to review offers. We regret any inconvenience this matter may have caused Ms***. If we can be of further assistance related to this concern, she can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, extension ***. I am available Monday through Friday between 7:a.mand 3:p.m., Central Time Sincerely, Twana T. Executive Services Analyst

June 13, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File *** Sprint Account xxxxx***, *** *** Sprint Case
*** To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry filed by Mr*** ***. We appreciate your assistance with bringing our customers’ concerns to our attention In the information provided, he advised that, in February 2016, he attempted to upgrade two devices on his Sprint account with two-year service agreements as he has done in the past but that he was led to believe that Sprint no longer offered that option. As a result, he completed those upgrades with device leases but later learned that the two-year service agreement option was available via other sales channelsHe requested that Sprint allow him to cancel his equipment finance agreements, credit his account for the retail and lease charges incurred to date, and attach his two devices to two-year term agreementsWe regret any misunderstanding Mr*** may have had regarding the ability for him to obtain reduced-priced equipment with two-year term agreements versus our device lease and instalment billing purchase options. During our discussion with Mr*** on June 5, 2017, we explained that Sprint is simplifying customers’ device purchase experiences by implementing lease or installment billing purchase options for their favorite devices. We no longer offer the option to purchase a device at discounted pricing in exchange for two-year service agreements via any of our sales channels. Like many retailers, Sprint’s pricing and purchase methods do change on occasion. While we no longer offer subsidized device pricing, we are pleased to continue to offer a variety of affordable options for the latest smartphones, including leasing and installment billing Sprint launched Sprint Leasing, a Lease Agreement, which gives new and existing customers an affordable option to activate/upgrade to a Smartphone, feature phone or tablet device. Customers simply select an eligible device with no or a variable down payment, depending on device, and agree to 12, or (Not all devices are eligible for or months) monthly installment payments for each financed device. There are no service discounts for devices purchased through Sprint leasing and, at the time of selection, customers will be required to pay all applicable sales taxes against the Suggested Retail Price (SRP), as well as any applicable down paymentAdditional information and eligibility requirements is available on our website at www.sprint.com/lease We determined that Mr*** upgraded the devices for his two lines of service on his account on February 14, 2016. At that time, he accepted a device lease and an equipment installment billing purchase, which he confirmed by his signature on fileAs a result, we must respectfully decline his request We appreciate Mr***’s taking time to provide details of his experience with our retail and Customer Care representatives. We are continually seeking ways to improve the quality of service provided to our customers. Please be assured that we value his feedback and that his concerns have been forwarded to the appropriate managerial staff. If we can be of further assistance with this matter, Mr*** may contact the Executive & Regulatory Services department toll-free at ###-###-####, extension ***. I am available Monday through Friday from 7:a.mto 4:p.m., Central Time Sincerely, Sean J Executive Services Analyst

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 inquiry of Mr*** *** ***. We appreciate your assistance in bringing our customers’ concerns to our attention. In his inquiry, Mr*** stated that he has attempted on multiple occasions to update his caller ID. At this time, he is requesting an update to his caller ID immediately We spoke with Mr*** on July 6, 2017, and addressed the issues outlined in his inquiry. Mr*** confirmed that his caller ID was successfully updated upon his visit to our retail location on July 1, 2017. At this time, Mr*** confirmed his inquiry has been fully resolved We appreciate Mr*** for taking time to provide details of his experience with our customer care team. 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 If we can be of further assistance, Mr*** can contact me by calling the Executive & Regulatory Services department toll-free at ###-###-#### extext***. . I am available Monday, Tuesday, Thursday, and Friday between 7:a.mand 5:p.m., Central Time. Please reference case *** at the time of your call Sincerely, Linard A Executive Services Analyst

September 29, Revdex.com Ward Parkway Kansas City, MO Re: Revdex.com Complaint ID ***, ***
*** Sprint Account xxxxx*** Sprint Case *** To Whom It May Concern: Sprint is in receipt of the above referenced complaint of Ms*** ***. We appreciate you bringing our customers’ concerns to our attention According to the information received, Ms*** expressed her dissatisfaction with Sprint’s policy on returning a power cord. She stated that she evacuated due to the recent hurricane in Florida and left her power cord at home, thinking she misplaced itShe purchased a new one; however, upon returning to her home, she found the one she already owned. Ms*** stated the same retail location who sold her the accessory refused its return upon her visit, despite presenting the receipt. Ms*** is seeking assistance with this matter Sprint has partnered with a number of third-party retailers to distribute our products and services. We are grateful for their assistance in promoting our services. Our field representatives train third-party retailers on our policies, procedures, and products and regularly update resource materials for them to ensure accurate, up-to-date information is available to our existing and potential customers. We regret the impact Ms*** experienced during the noted hurricane in her area. We contacted Ms*** on September 26, 2017. Because of the noted, unique circumstances, we agreed to accept a copy of the receipt via email and apply an account credit for the total amount paid for the new power cord. As an additional goodwill gesture, we allowed Ms*** to keep the new accessory. With this action, Sprint considers this matter fully addressed and resolved We appreciate Ms*** for taking time to provide details of her customer service experience. We are continually striving to improve the quality of service provided to our customers. Please be assured that we value customer feedback and will utilize this input to improve our training and processes We regret any inconvenience this matter may have caused. If we can be of further assistance, Ms*** can contact me by calling the Executive & Regulatory Services department toll-free at ###-###-####, ext***. I am available Monday, Tuesday, Thursday, and Friday between 7:a.mand 5:p.m., Central Time Sincerely, Linard AExecutive Services Analyst

January 27,
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 complaint of *** ***
submitted on December 30, We appreciate your assistance in bringing our customer’s concern to our attention
According to the information provided, Ms*** stated that she was improperly charged for certain third-party content and has requested that Sprint credit her account in an amount equal to the disputed portion of the invoices
Sprint has reviewed Ms***’s complaintDuring our conversation with Ms*** on January 17, 2017, we explained that our records indicate that the third-party content was subscribed to and purchased through Google Play on her phone number ending in *** as reflected on her November 25, and December 25, invoicesAlthough we consider the charges valid, to resolve the matter, Ms***’s account was credited a total of $for the disputed amounts reflected on her November and December, billing statementsAs a result of Ms***’s election to cancel services, we are unable to unsubscribe the above-mentioned phone number from the disputed third-party provider or block all third-party content for the aforementioned phone numberMs*** expressed her satisfaction with this outcome
Sprint regrets any inconvenience Ms*** may have experienced while attempting to resolve this issueIf we can be of further assistance, Ms*** can contact me directly by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####I am available Monday through Friday between 8:a.mand 4:p.m., Central Time
Sincerely,
David H
Executive Services Analyst

Thank youThey did in fact refund my $I greatly appreciate your assistance

Tell us why here...September 26,
Consumer Specialist
Kansas City Revdex.com
Ward Parkway, Suite
Kansas City, MO
Re: Revdex.com Case # ***, *** ***
Sprint Account # ***
Sprint Case # ***
To Whom It May Concern,
Sprint is in receipt
of the above-referenced complaint of *** *** submitted on August 30, We appreciate your assistance in bringing our customer’s concern to our attention
In Mr***’s filing, he expresses his dissatisfaction with an unauthorized third-party attempting to add a new line of service on his accountAccording to Mr***, an attempt to add a new line of service on his account was identified by our Fraud Management groupHowever, Mr*** asserts that due to his account not properly being protected by Sprint, his phone number was later ported-out to another wireless service provider without his consentMr*** also expressed concern that the third-party has engaged in other forms of identity theft using his identity that may have been acquired from SprintMr*** requested that Sprint investigate these matters and take the appropriate action
Sprint has reviewed Mr***’s complaintOur Fraud Management group performed an investigation on Mr***’s account in August and determined that a line of service was fraudulently established on the account by an unknown third-partyPlease note that the fraudulent line of service was cancelled, and our Fraud Management group has applied the appropriate adjustments to negate the fraudulent charges
With respect to Mr***’s concern regarding the porting of his phone number ending in ***, our records indicate that the line of service was ported from Sprint to another wireless service provider on August 25, We note that Number Portability process is regulated by the Federal Communications Commission (FCC) and Sprint strictly complies with that processUnder that process, in order for a carrier to initiate a port on behalf of a customer, the customer must provide pertinent billing information regarding the account from which the number is to be portedThe pertinent information may include, but is not limited to, the account number, account holder's name, phone number, the 5-digit ZIP code, and passcode or PIN that is referenced on that accountThe information provided is then input into a port request, which is then transmitted to the customer’s existing carrierThe existing carrier verifies that the number to be ported is associated with the account and that the account information provided in the port request matches the information in their account recordsIf the information is accurate, the port will be approved in accordance with FCC guidelines
Based on our investigation, we determined that pertinent information was provided to the new wireless service providerAs such, Sprint considers the port to be validHowever, on August 29, 2017, Sprint was able to retrieve the phone number ending in ***, which was ported back to Mr***’s Sprint account
Sprint also investigated Mr***’s concern that his information was compromised through his Sprint.com accountBased on our investigation, we are unable to substantiate Mr***’s concernHis personal information may have been compromised though other means, and we recommend that Mr*** work with local law enforcement regarding this concern
In an effort to ensure that Sprint has satisfactorily resolved Mr***’s account concerns, we attempted, without success, to contact him via phone and email on September 5, 13, and 15, We also sent him a letter to the address on file advising him of our receipt of his complaint and the need to speak with him directlyUnfortunately, we have not received a response from Mr***We take measures to verify that a person is authorized to make changes to an accountSpecifically, we require that each account has a PIN and that the account’s PIN or security question/answer is verified before we make any changes to the accountWe look forward to speaking with Mr*** and encourage him to contact us regarding any concerns he may continue to have with his accountMr*** should have his account’s security information available when he contacts the undersigned
We regret any inconvenience Mr*** may have experiencedIf I may be of further assistance, Mr*** may reach me directly by calling the Executive & Regulatory Services department toll-free at ###-###-####, Monday through Friday, between 9:a.mand 6:p.m., Eastern Time
Sincerely,
/s/ *** *
*** *
Executive & Regulatory Services

July 31, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Inquiry ID ***-Rebuttal, *** V*** Sprint Account XXXXX*** Sprint Case *** To Whom It May Concern: Sprint is in receipt of the above-referenced rebuttal of Ms*** V***We appreciate your assistance in bringing our customers’ concerns to our attention and regret the circumstances that led to Ms***’s contacting your agency once again. In her rebuttal, Ms*** expressed her dissatisfaction with our attempting to contact her at time she is not available to address her previously-reported billing dispute. She provided specific times that she would be available and requested that we accommodate her schedule We regret any misunderstanding that may have occurred regarding Ms***’s Sprint billingHowever, we were unable to identify any billing error associated with her account based on her chosen rate plan, equipment, and other account options. We spoke with Ms*** on July 24, and explained the information outlined aboveShe disputed those findings and requested that we review the call between her and our sales representatives, advising that she was offered a lower monthly rate during that interactionWe agreed to review the matter further and follow up with her promptly Based on our review of Ms***’s referenced sales call, we remain unable to identify any error on the part of Sprint related to her dispute. We confirmed that her monthly invoices reflect her service charges, as described on the call, with her chosen Unlimited Freedom Plan billing at $per month for her first line, $per month for her second line, and $per month for lines her third lineHowever, we also identified that additional charges authorized by Ms*** are assessed in addition to her monthly service charges and that she has not qualified for a monthly rate plan discount offered to customers on that rate plan who subscribe to our automatic monthly payment (Autopay) program Unfortunately, our attempt to follow up with Ms*** as agreed on July 31, 2017, was unsuccessful. However, we left a summary of the information outlined above in a voice message for her and invited her to contact us directly to discuss our findings in further detail We appreciate Ms***’s taking time to provide details of her experiences with our sales 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 that these concerns will be forwarded to the appropriate managerial staff for further review We regret any inconvenience these issues may have caused Ms***. We believe that we have fully addressed her reported concerns. However, if these matters remain unresolved, she can contact me directly by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext***. I am available Monday, Tuesday, Thursday, and Friday between 7:a.mand 5:p.m., Central Time Sincerely, Leland *** *Executive Services Analyst

June 7, 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 *** *** submitted on May 23, We appreciate your assistance in bringing our customers’ concerns to our attention Mr***’s filing expressed his dissatisfaction with the inability to receive the Visa Reward Cards as part of Sprint’s Contract Buyout promotionMr*** requested that Sprint review this matter and honor the above promotion. Sprint has reviewed Ms***’s complaintWe regret any possible misunderstanding that may have occurred related to the terms of our Contract Buyout Promotional offer. As stated in the Terms and Conditions of the Contract Buyout promotion, potential Sprint customers are required to potheir active wireless number(s) from ***, *** or ***Porting customers are required to upload their previous provider’s invoice with the Early Termination Fee(s) and/or Accelerated Device charges assessed to our website to register for the Buyout creditAdditionally, the customer must tutheir old cellular provider’s device to SprintOnce approved, expectation regarding the delivery of the Contract Buyout Reward 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 department or located at our website at www.sprint.com/jointoday. Our records indicate that Mr*** established services with Sprint on March 11, 2017, by portiphone lines ending in ***, ***, *** and *** Upon the activation of service, Mr*** tradher previous wireless service provider’s devices at the Sprint Retail Store location and did not receive any buyback credits towards the purchase of new devices. However, our records indicate that Mr*** did not complete the Contract Buyout registration for the aforementioned phone linesAs a result, we are unable to process Mr***’s Visa Reward Cards at this time and we recommend that he submits his final billing statement from his previous wireless service provider in order for us to honor the above promotion Our records further indicate that we received Mr***’s final billing statement from his previous wireless service provider on May 26, 2017. As such, we processed Visa Reward Cards totaling $for phone lines ending in ***, ***, and ***. In addition, a Visa Reward Card in the amount of $was processed for phone line ending in ***. These Visa Reward Cards were scheduled to be delivered to his billing address on file on or before June 5, 2017. Mr*** may check the most up-to-date status online via our website, www.sprint.com/jointoday We spoke with Mr*** on May 30, 2017, to discuss his concerns in detail and relayed the aforementioned information to himAccordingly, Mr*** informed us that this matter has been addressed to his satisfaction and he expressed his understanding with the information provided to him. We regret any inconvenience that Mr*** may have experienced while attempting to resolve this matter. If we can be of further assistance, Mr*** 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

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Assumed Answered]
Complaint: ***
I am rejecting this response because: Sprint answers for the most part are boiler plated responses and do not address in detail why I was unable to exchange the Note for a pre-owned device. The Note recall policy that ANY DEVICE could be exchange was/is and misleadingNot one Sprint department had authorization to cancel my Note contract except for a retail store with no loaner nor pre-owned requested device for exchangeA retail store neither had authority to order a pre-owned.The Samsung Note recall was exceptionalAsking for a replacement while awaiting my new exchange is not an inconvenience to Sprint, especially in light of the fact that I had to order a pre-owned once the Note contract was removed.I was not seeking a monetary refund for returning the Note Only that the contract be canceled once I shipped the Note to Samsung directly.I find it unacceptable that Sprint does not have an device/apparatus that can strength/boost mobile signal in a home environmentThis was one of the reasons I ended with Sprint a few years ago, due to signal coverage only to be revisted once again with the same problem.The difference between paying a month installment for a pre-owned device of either $or $indicated a problematic issue depending on how the device is acquired, i.e., exchange or adding a new lineThe agent that stated my credit was not excellent is a mute point and clearly establish a problem with using the online order system.I also find that it difficult why Sprint is unable to afford me the opportunity to end the *** line and move the *** line LG Vas I return the Note to Samsung, thus removing the $monthly I should had never be charged as the rep notedMy data plan with *** was $monthly, so my 50% off would come to $a month + taxes, plus device installmentsSince this is a monetary issue that needs to be addressI will first go to Sprint store for correction with documentationIf it cannot be adjusted, I may file a complaint with FCC or leave the Sprint network.My monthly total is not $It is $141.05.I appreciate the offer, yet the problems are not entirely resolved to satisfaction or thereof admirable resolution.Regards,
*** ***