Sprint Corporation

May 3, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File ***-Rebuttal, *** *** Sprint Case *** To Whom It May Concern: Sprint is in receipt of the above-referenced rebuttal of Mr*** ***. We regret that Mr*** has again contacted your agency In his original filing, Mr*** expressed his dissatisfaction with a Sprint television advertisement that referenced the term “unlimited” to describe some of our services but goes on to suggest that those services are limited. In his rebuttal, he reiterated that dispute by providing a dictionary reference to the term “unlimited.” We again regret any possible misunderstanding that may have occurred in regard to our referenced advertisement. As reflected in our April 26, 2017, response to Mr***’s initial inquiry, we were unable to identify a Sprint error in this matter. Sprint is proud to offer our Unlimited Freedom PlanThe marketed promotional materials related to that plan discussed our offering unlimited talk, text messaging, and data services for up to four lines of service, as well as additional details about the promotion During our April 20, 2017, e-mail conversation with Mr***, and subsequent correspondence we confirmed that our advertising is correct and valid. Our reference to “unlimited” denotes the number voice minutes, number of text messages, and number of data kilobytes available per month to customers on that rate plan and is not a reference to all networks, attachments, data speeds, or any absence of restraint. While Mr*** remains dissatisfied with our response to his inquiries, we believe that we have addressed his reported concerns fully and have clarified the terms of the referenced rate plan. Regrettably, he expressed a continued dissatisfaction with our position. In an effort to reevaluate our position, we forwarded Mr***’s dispute to our executive management team, and we sustain that, although it is our goal to meet the expectations of our customers and potential customers, we clearly cannot provide a service absent of all restraint, as requested by Mr***. As such, our position remains unchanged We appreciate Mr***’s candid feedback related to our advertising strategy and have forwarded that information to the appropriate managerial and marketing teams for additional review and possible future changes. However, if we can be of further assistance with this issue, Mr*** can contact me directly by calling our Executive & Regulatory Services Department toll-free at ###-###-####, ext***, and referencing case ***. I am available from 7:a.mto 3:p.m., Central Time, Monday through Friday Sincerely, Stan SExecutive Services Analyst

October 4, 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*** requested that we cancel his Sprint service without assessing the Early Termination Fee due to unresolved connectivity and billing issues. He also indicated his dissatisfaction with the level of customer service provided by us during his attempts to address those concerns We regret that our network in Mr***’s area may not have met with his wireless communication needs or expectations. We further regret any misunderstanding that may have occurred regarding his Sprint billing. Our records reflect that Mr*** previously discussed his reported network connectivity and billing concerns with representatives in one of our specialized escalations on September 22, 2016. Based on additional information provided by Mr*** during that interaction, we agreed to terminate his services, as he requested, and he remitted payment for all charges associated with his equipment lease. During our September 21, 2016, folldiscussion with Mr***, we confirmed the details outlined above. Mr*** indicated that those issues were resolved; however, he had additional concerns unrelated to this filing. We are pleased to inform you that those issues were fully address and resolved on October 3, 2016, and that Mr*** indicated his satisfaction with the resolutions provided. We regret any delay in bringing Mr***’s reported concerns to resolution. If we can be of additional assistance with these concerns, Mr*** can contact me by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####, extension ***. I am available Monday through Friday between a.mand p.m., Central Time Sincerely, *** ** *** *** Executive Services Analyst

December 24,
*** ***
Revdex.com
Ward Parkway, Suite
Kansas City, MO
Re: Revdex.com Inquiry ***, *** ***
Sprint Account xxxxx***
Sprint Case ***
Dear Ms***:
We appreciate your assistance in bringing our customer’s concern to our
attentionWe
apologize for any inconvenience that Ms*** *** may have been experienced as
a result of this matterAccording to the information provided, Ms*** disputed
service charges and payment arrangements reflected on her accountShe also expressed
her dissatisfaction in regard to a reconnection fee that would be assessed should her account service be suspended to the above-referenced account matters
During our discussions with Ms***, we confirmed that a Retail Sales representative changed the account’s service plan in September, 2015, in the course of upgrading one of
the account phonesIn an effort to reach an amicable resolution, we advised her that we changed the account’s service plan back to the deeply discounted $Unlimited Talk, Text
and Data Plan for two account phones which was previously provisioned on the accountThis plan change will take effect January 4, Further, we applied $in account credits to offset the difference in the above-referenced service plan charges reflected on the October, November, and December invoicesAdditionally, in regard to the concern put forth regarding a $Reconnection fee, this fee is applicable in the event of account suspension and reconnectionHowever, we confirmed with her that her future invoices will reflect approximate charges of $201, including a recent phone upgrade lease for ###-###-####, Easy Pay Installment billing for another account phone number and Total Equipment Replacement Program charges reflected on the accountShe stated that the matter is resolved
We appreciate Ms*** for taking the time to provide us with information in regard to this matterPlease be assured that we value her feedbackShould you or Ms*** have
any questions, I can be contacted by calling the Executive & Regulatory Services department toll-free at ###-###-####, ext***I am available Monday through Friday, from 10:a.mto 6:p.m., Central Time
Sincerely,
Patricia S
Executive Services Analyst

June 26, Revdex.com Ward Parkway, Suite 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 your assistance in bringing our customers’ concerns to our attention In the information provided, Ms*** states that she was forced to change to switch to an unlimited plan because of the lack of service at her home; however, she further states that she was not advised of any data limitations. She states that after one of her phones was suspended due to the data cap being exceeded, she switched back to her original service plan, which was at a higher rate, with the expectation that her data usage would not be limited. Ms*** is requesting to return to a plan without data limitations or to cancel her services without cancellation charges Based upon our initial review of Ms***’s local calling area, our network appears to be operating within parameters and there are no network outages or impairments that would appear to be impacting the service. We spoke with Ms*** on June 12, 2017, and relayed our findings. Ms*** confirmed that she does not experience issues at her home address on file, but that in her second home located in Hazel, South Dakota, where she visits a multiple times per month. After further review, we confirmed that we currently do not offer coverage in Hazel, South Dakota. 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, the cancellation fees associated with their Subscriber Agreement, Lease, or Installment Billing Agreement (IBA) are applicable. However, in an effort to resolve this matter amicably, we offered to cancel the services without cancellation charges, contingent upon receipt of supporting documentation of the out of coverage address and return of the account’s associated Sprint devices. Ms*** accepted our offer and agreed to provide the supporting documentation once she obtained it. We advised Ms*** of the acceptable forms of supporting documents. Accordingly, Sprint considers this matter fully addressed We regret Ms***’s desire to cancel her Sprint service; however, we have made a serious commitment to provide the clarity and reliability our customers expect from a wireless service by continuing the enhancement of our network throughout the nation. When our network expands to provide coverage in Ms***’s second home area, we hope that she will again consider Sprint as her wireless service provider. We further regret any inconvenience this matter may have caused Ms*** and if we can be of further assistance, Ms*** 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, Leslie *** Executive Services Analyst

Revdex.com:Thank you for your help in this matterI find it very important to add some detail and correction to Sprint's report.1) I had to have several hour plus long conversations before I was sent a return kitThis is important to noteit was not sent on the first or even second phone callI was only sent one after several days of frustrating communication over phone and FacebookIt was not until I pointed out that I believed this was fraud that anyone agreed to take the Iphone 6S backIt was very clear that they wanted me to keep a device I had stated over, and over that I did not wantThe methods aimed at my keeping the device included; keeping me on hold until I gave up; repeating every detail to several people over the phone and facebook, telling me that the $fee was "normal" and to be expected, telling me it would take months before I would get the actual item I did want, stalling, stalling, stalling2) Harassment: After refusing to deal with one Customer Sales person, *** ***, and making it clear I was hanging up - he actually called me back and further, repeatedly called my husband "madam" and would not allow us to speak with a manager.3) The Tablet: I was told this was FREEI was not informed of any fee connected to using the tablet, periodAnd they sent me TWOFurthermore, they charged me $each, not including the monthly feeThis is without doubt, fraudulent.4) When I escalated this to the Revdex.com I finally did get somewhereHowever, I feel that Sprint phone sales is working in a fraudulent manner, that is not in line with fair and good business practiceI would not refer anyone to use them because of thisThere is no reason why someone should have to spend over ten hours on the phone, time online and have this kind of experienceIt's regrettable that Sprint is acquiring a terrible reputationIf I had thought to check Facebook first - I would have saved myself an enormous headache
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is acceptable to me
Regards,
*** ***

June 30,
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 the information provided, Mr*** disputed an additional required down payment of $for his Galaxy S8, stating that when he established service, he traded in his device from his previous service provider, and paid a down paymentMr*** further stated that the retail representatives advised him that he could return the Galaxy Sand get a model of less value if he did not want to pay the additional down payment, which he believes is an unfair sales practice
We regret any possible misunderstanding that may have occurred regarding Mr***’s required down payment at the point of saleOur records reflect that Mr*** established new service with us on June 12, 2017, and activated one line of service with a 24-month equipment lease agreement to be satisfied on June 12, That same date, Mr*** also purchased accessories through a 12-month accessory installment agreement
Our records reflect that Mr*** received a $equipment buyback credit at the point of sale for his device from his previous service provider that was applied towards his accessories and Galaxy SOur records reflect that we received a $down payment from Mr***, but due to a system error, the Galaxy Swas not processed correctly and was not completed as a sale on June 12, Our records reflect that our Sprint retail location attempted to process the sale of the Galaxy Swith our Finance department without the additional down payment, but because of his credit evaluation, an additional $was required to process the sale that did not completeOur retail representatives contacted Mr*** on June 14, 2017, to advise him of the additional down payment required due to the system error not processing his device as a saleOn June 15, 2017, Mr*** visited the point of sale and returned a speaker that was included in his accessories to offset the required down paymentOur records reflect that he paid out of pocket an additional $to offset the sale of the Galaxy S
Unfortunately, our attempts to contact Mr*** via telephone and email on June 19, 23, and 30, 2017, to discuss his dispute in detail were unsuccessfulWe also sent a letter to Mr*** at his billing address on record on June 23, 2017, acknowledging our receipt of his inquiry and inviting him to contact us directly to discuss his reported concerns in detailAs of June 30, 2017, we have not received a response
We appreciate Mr***’s taking time to provide details of his experience with our retail representativesWe are continually striving to improve the quality of service provided to our customersPlease be assured that we value customer feedback and that his experience has been forwarded to the appropriate managerial staff for further review
Should there be any outstanding account matters, we believe that we can fully address themAs such, if we can be of further assistance, Mr*** can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext***I am available Monday and Wednesday through Friday between a.mand 6p.m., Central Time
Sincerely,
Sincerely,
Linda W
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
Thanks a lot for your service
Regards,
Ankit ***

June 2, 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*** ***, an authorized user on the Sprint account of Mr*** ***. We appreciate your assistance in bringing our customers’ concerns to our attention. In her inquiry, Ms*** described unfavorable customer experiences during her attempts to reduce her and Mr***’s monthly charges and expressed her dissatisfaction with the pricing offers presented to her. Ms*** requested that we upgrade the three devices associated with Mr***’s lines of service and provide an unlimited rate plan for $or less per month. We regret that Ms***’s dissatisfaction with our pricing may have led to her and Mr***’s decision to terminate services with us effective May 19, 2017. Our records reflect that Mr***’s three lines of service were active on our Everything Data Shared Plan with Anytime Minutes for $per month for the first line of service and $per month for his other two lines of service, with an additional $per month for Premium Data and $per month for the service plan. In addition, he subscribed to our Total Equipment Protection option for $per month per line and accepted two $25-per-month equipment lease agreements. Those amounts do not include applicable taxes, regulatory fees, or surcharges. We spoke with the account holder Mr*** ***, on June 1, 2017, and he gave us permission to speak with Ms***. During our conversation with Ms*** on the same day, we discussed the information outlined above and confirmed that, based on her and Mr***’s chosen rate plan and equipment options, we were unable to identify any billing error associated with his account. Ms*** acknowledged that information but advised that their current provider offered better pricing and is going to pay pending device lease buyout amounts for Mr***’s leased Sprint devices. 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 will utilize this input to improve our training and processes. We regret any inconvenience these issues may have caused Mrand Ms***, as well as the loss of their business. If we can be of further assistance with these matters, they 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 meHowever, I would like to note that Tiffany's statement that the charges were valid and the credit was a courtesy is wholly inaccurateThe practice of telling new customers there is no setup fee, then charging it months later is deceptive overallMy suggestion is that Sprint discontinue this course of action.
Regards,
*** ***

April 25,
Revdex.com
*** *** *** *** *** *** *** ** ***
Re: Revdex.com File ***
Sprint Account ***, *** ***
Sprint Case ***
To Whom It May Concern:
Sprint is in receipt of the above-referenced inquiry filed by Ms***
***We appreciate your assistance in bringing our customers’ concerns to our attention
In the information provided, Ms*** advised that incorrect information provided by our representatives led to her monthly Sprint billing being higher than she expected or agreed to when she ported her services from another carrierMs*** requested that we correct those billing concerns
We regret any possible misunderstanding that may have occurred regarding Ms***’s Sprint billingDuring our conversation with Ms*** on April 21, 2016, she advised that she was initially informed that the Phone Access Fees reflected on her monthly Sprint billing would be waived for monthsWe explained that the promotional offer for that waiver is only applicable for months as reflected on her monthly invoicesHowever, although we sustain that the disputed Phone Access Fees are valid, we offered to apply one-time credits totaling $to her Sprint account to offset an amount equivalent to a portion of the Fees as a demonstration of our commitment to excellenceMs*** accepted that offer, and we applied the credits, as agreed
We appreciate Ms***’s taking time to provide details of her experience with Sprint’s Retail and Customer Care representativesWe 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
We appreciate Ms***’s business and are pleased that we could address her reported concerns to her satisfactionIf we can be of further assistance with these matters, Ms*** 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,
Lori K
Executive Services Analyst

May 11, Revdex.com of Greater Kansas City 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 supplemental inquiry filed by Mr*** *** in response to our April 25, 2017, response to his inquiry. We appreciate your assistance in bringing our customers’ concerns to our attention once again. According to the information provided, Mr*** rejected our response and again expressed dissatisfaction by stating that he is paying more than he signed up for. Mr*** requested his monthly charge reviewed 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. 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. Upon further account review, Mr*** signed up for Sprint service on March 8, 2017, we maintain that he subscribed to the promotional Unlimited Freedom plan for lines of service, at $before $per line auto-pay discount, device charges and taxes, through March 31, 2018. No changes have been made to his service plan since he signed up. We made additional unsuccessful attempts to contact Mr*** on May and 4, 2017, in order to discuss his basic monthly service charges as indicated above. We regret his dissatisfaction, however, we uphold the terms of the promotional offer, which remains valid until March 31, 2018. We regret any inconvenience Mr*** may have experienced while attempting to resolve this matter. If I may be of further assistance, Mr*** can contact me by calling the Executive & Regulatory Services department toll-free at ###-###-####. I am available Monday through Friday, between a.mand p.m., Central Time Sincerely, Beatrice RExecutive Services Analyst

To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry. We appreciate your assistance in bringing our customers’ concerns to our attention. According to the information received, Ms*** stated that she made the decision to open an
account with Sprint to take advantage of our “Switch to Sprint”” promotion. She stated that at the point of sale, she selected two Galaxy Note 5’s because there was a promotional offer in which she would receive two Samsung Gear VR headsets at no additional costShe stated that the representative informed her that the headsets were on backorder and it could take up to two months for her to receive themIn addition, she stated that she was advised that her cancellation fees from her previous carrier would be paid as part of the promotion and they were not paid. She stated that she has since been advised that she was suppose to register for the “Switch To Sprint” promotion as well as for the headsetsShe stated that she was not advised of this at the point of saleIn addition, she stated that she was put on the incorrect service plan which caused her account to be assessed overage chargesShe stated that she contacted Samsung regarding the headsets and was unable to get a resolutionShe stated that she has contacted Customer Care and the representative at the retail store location on multiple occasions and has been unsuccessful in getting a resolution to the above-referenced issuesIn addition, she stated her dissatisfaction with the level of customer service she has receivedShe 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 As stated in our past Switch to Sprint promotion, customers who port their number from another postpaid carrier and activate new service with Sprint 24-Month Installments, Sprint Leasing, certified Preowned or full SRP devices are eligible to get their Early Termination Fee (ETF) and/or Equipment Installment Balance reimbursed on an American Express Reward Card. In order to be eligible to receive the offer, customers must register for the American Express Reward Card at www.sprint.com/joinsprint within days of switchingThey must also upload their final wireless bill from their previous carrier showing their ETF or Installment Billing balance, their Sprint account must remain active and in good standing and they must turn in their device from their previous carrier Our records reflect that Ms*** met the requirements to receive the promotional offer for the Samsung Gear VR headsets. In addition, Ms*** account was assessed data overages charges on her July and August invoices totaling $181.75. Further, Ms***’s service plan was changed to the Unlimited Freedom plan on August 26, 2016, to ensure that she does not encounter any further overage charges. We spoke to Ms*** on September 23, 2016, and provided her with the above-referenced information. In an effort to reach an amicable resolution, we offered to credit the data overage charges in the amount of $In addition, we offered to credit the account $200, which is equal to the retail price of two Samsung Gear VR headsets. Ms*** accepted our offer and credit in the amount of $was applied to her account. We advised Ms*** that if she would provide us a copy of the invoice indicating the cancellation fees from her previous carrier, we would attempt to get her an American Express Reward Card for the cancellation fees We appreciate Ms***’s feedback regarding her interactions with our Sprint retail store and 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 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, *** * 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*** was a big help on this matter and I feel that after he was put on this case everything went smoothly and I received great customer service.
Regards,
*** ***

May 26, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Inquiry ***, ***, *** Sprint Account xxxxx*** Sprint Case *** To Whom It
May Concern: Sprint is in receipt of the above-referenced inquiry of Ms*** ***, which was forwarded to the Executive & Regulatory Services department for review. We appreciate your bringing our customers’ concerns to our attention In the information provided, Ms*** stated that she switched from Sprint to another mobile carrier. She also stated that she returned her iPhone device in lieu of the remaining accelerated cancelation charge, and she paid the balance due for the iPad, and these transactions were done in one of our retail stores. However, she received an invoice reflecting a $balance, which she is disputing. As a result, Ms*** is requesting that the charges be removed. We regret any possible misunderstanding that may have occurred regarding these issues. Based on a review of our records, we determined that the $and $lease and device cancelation charges reflected on the May 12, 2017, invoice totals $639.08. This amount is offset by the $payment remitted by Ms***, and is also reflected on the above-referenced invoice. Therefore, the charges offset by the payment resolve the billing issue for the iPad line of service ending in ***. Further review of our records determined that Ms*** was billed a $cancelation/acceleration charge for the number ending in *** for an iPhone 7Plus 128GB device that was confirmed returned on April 17, 2017. Therefore, we applied a credit of the above-referenced amount, effective today, and this reduced the balance from $to $ Additionally, there is a $previous balance reflected on her May 12, 2017, invoice and this monthly service charge is for service from April to May 8, 2017. Two of the numbers on the account ending in *** and *** ported to a new mobile carrier effective April 17, 2017, and the iPad line of service was canceled at the end of the billing cycle, May 8, 2017. Ms*** is disputing the charges incurred after cancelation occurred on April 17, 2017, and she stated that the tablet line of service should have also canceled on April 17, 2017. We explained that Sprint advertises and provides services in monthly increments. If services are terminated before the end of the billing cycle, we do not prorate monthly service charges, nor do we provide refunds or credits for any unused minutes in the service plan. When Ms*** contacted our Customer Care department on April 17, 2017, to cancel the iPad line of service ending in ***, the service on her account was set to expire on the last day of the billing cycle, May 8, 2017. Although she may have elected not to utilize the service following the cancellation request, the service was available, and the full monthly service charge is valid. This is also applicable for any line of service that cancels due to porting before the end of the billing cycle. The services are interrupted due to the port, but since the port occurred during a current billing cycle, no proration is due. We regret that this may not have been explained to Ms***; however, this information is provided in our Terms and Conditions of Services. Although the $monthly service charge is considered valid, in an effort to amicably resolve this matter, we manually prorated the service charge based on the April 17, 2017, cancelation date, and based on Ms***’s indication that she experienced difficulty while attempting to use the Internet on the Sprint network. As a result, we applied a one-time credit of $to offset the remaining amount of charges for the April to May 8, 2017, timeframe. Also, the remaining new charges of $reflected on the May 12, 2017, invoice are lease and device cancelation charges for the iPhone 6s device that was not returned. Therefore, this charge is valid and will not be credited. As a result of the actions taken, the $balance due has been reduced with the application of the $credit for the return of the iPhone 7, and by the credit of $for service proration resulting in a $combined total for adjustments. The account now reflects a $balance that will need to be paid to finalize the account with a zero balance. We regret Ms***’s decision to cancel her service and regret any inconvenience that she may have experienced while attempting to resolve her billing concerns. Should there be any additional questions regarding this matter, we can be reached by calling the Executive & Regulatory Services department toll-free at ###-###-####, ext***. I am available Monday through Friday between 7:a.mand 3:p.m., Central Time. Sincerely, Bridgette FExecutive Services Analyst

September 5, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case ***, Linda *** Sprint Account XXXXX*** Sprint Case *** To Whom It May Concern: Sprint
is in receipt of the inquiry of MsLinda *** regarding her Sprint account. We appreciate your assistance in bringing our customers’ concerns to our attention In her inquiry, Ms*** disputed the final balance due reflected on her Sprint account, advising that her attempt to terminate her Sprint services due to unresolved connectivity issues were unsuccessful and that we continued to bill her for services she could not use. She requested that we finalize her account and credit her balance due to zero. We regret that our network services may have fallen below Ms***’s wireless communication needs or expectations, as well as any possible misunderstanding that may have occurred related to her service cancellation or account balance. We spoke with Ms*** on August 22, 2017, and confirmed that her most-recent payment of $posted to her account on April 26, 2017, and that her services were not used after that date. We further explained that we have no record of any service cancellation request from her on that date and that her services were suspended for non-payment on July 18, 2017, with a balance due of $77.34. At Ms***’s request, we canceled her services effective immediately. In addition, although we were unable to identify any error on the part of Sprint related to her dispute, we applied credits totaling $to her account to offset her final balance in full, as a courtesy, leaving her account in closed status with a zero balance. We also verified that no negative information regarding this matter was reported to the credit bureaus. Ms*** stated that she is satisfied with our resolution We regret any inconvenience Ms*** may have experienced as a result of these concerns, as well as the loss of her business. If 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 through Friday from a.mto p.m., Central Time Sincerely, Clara CExecutive Services Analyst

November 9, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case *** Sprint Account XXXXX3759, Nicole M*** Sprint Case *** To Whom It May
Concern: Sprint is in receipt of the above-referenced inquiry. We appreciate your assistance in bringing our customers’ concerns to our attention. In the information provided, MsM*** stated that she purchased a device on July 5, 2017, and has been having problems with the phone. She stated she visited a service and repair center store and was advised that it would cost up to $for them to diagnose the issue and repair the device. She stated she was then advised that someone from technical support would contact her and that has not occurredAdditionally, she advised that she contacted our Customer Care department and was advised that a replacement phone would be sent to her and to date, she has not received the replacement device. As a result, MsM*** is requesting a resolution to this issueWe regret that MsM***’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 issues we identify or are brought to our attention by our customers. With respect, we would note that the nature of wireless signal precludes any carrier from providing seamless coverage. Sprint has made no warranty or guarantee of the same. Estimating wireless coverage, signal strength, and service speed is not an exact scienceThere are gaps in coverage within our estimated coverage areas that along with other factors both within and beyond our control which may result in dropped and blocked connections, slower service speeds, or otherwise impact the quality of service. Our records reflect that at this time our network is functioning within operating perimeters based on the address provided at the time of activation All new Sprint 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. TEP provides Sprint customers with a cost-efficient way to protect their equipment against loss, damage, and wear and tear that is not covered under the provisions of that warranty. If the problem with her device is covered under the Equipment Service & Repair Program (ESRP) portion of TEP, her device will be repaired or replaced at no charge at a Sprint service and repair center for the first two visits. The customer will be charged $for each subsequent visit to a Sprint service and repair center, if her device requires repair or replacement within a rolling 12-month period. Replacement devices may be of a like or comparable model. Further details regarding TEP and the coverage under ESRP and ERP are available on our website at www.sprint.com/tep. Our records reflect that MsM*** does not subscribe to the TEP option on the telephone number ending in We spoke to MsM*** on November 8, 2017, and provided her with this information. In an effort to reach an amicable resolution, we offered to send her a replacement device. Because MsM*** does not subscribe to Total Equipment Protection, her account will be assessed a $fee for the replacement, which we offered to waive as a one-time courtesy. MsM*** accepted our offer and a replacement device was sent to her billing address. She stated that she considers that we reached a mutually satisfactory resolution We appreciate MsM*** for 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 this matter may have caused MsM***. If I can be of further assistance, MsM*** can contact me by calling our Executive & Regulatory Services department toll-free at 1-844-282-8211, extension ***. I am available Monday through Friday, between 9:a.mand 5:p.mCentral Time Sincerely, Sharon RExecutive Services Analyst

August 17, 2017 Revdex.comWard Parkway, Suite 401Kansas City, MO 64114 Re: Revdex.com File 12301462 Sprint Account xxxxx1471, *** *** *** Sprint Case 2269778 To Whom It May
Concern: Sprint is in receipt of the above-referenced inquiry filed by Mr***. We appreciate your assistance in bringing our customers’ concern to our attention. According to the information received, Mr*** stated that he canceled his account due to the multiple billing issues he experienced. Further, he stated that he paid the installment agreement and lease accelerated charges for his iPhone 6s and iPhone devices, however, they were not unlocked. Additionally, he has requested clarification regarding Sprint’s unlocking policies regarding the iPhone 6s and iPhone devices purchased and activated on Sprint’s network. He stated that after he canceled service he requested to have the device unlocked immediately and was advised that the full balance on the account must be paid before the devices are unlockedAs a result, he is requesting his remaining device unlocked, his bills reviewed and a credit for any incorrect charges and not to have any negative report on his credit During our conversation with Mr*** on August 15, 2017, we informed him that unlocking a device is a general term that refers to one or more types of device unlocking. Master Subsidy Lock (MSL) unlocking refers to providing a 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 Subscriber Identity Module (SIM) slot of your device to allow you to insert another carrier’s SIM card (either domestically or internationally). Unlocking a device will not necessarily make a device interoperable with another carrier’s 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 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.We confirmed that Mr***’s iPhone 6s device associated with phone number ending in is eligible for SIM unlocking and was unlocked on July 23, 2017. Further, we advised him that since the lease accelerated charges for the lease on phone ending in have not been billed or paid we would have to wait until his current billing cycle closes on August 15, 2017, and a bill is generated. Once payment is made to satisfy the balance owed on his account the SIM unlock information will be transmitted to the device in question.We appreciate Mr***’s taking the time to provide us with his feedback regarding our customer service 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 for further reviewWe regret any inconvenience that this matter may have causedIf I may be of further assistance regarding this matter, you can reach me by calling Sprint Executive & Regulatory Services department toll-free at *** extension ***. I am available Monday through Friday between 8:a.mand 4:p.m., Central Time. Sincerely, *** *.Executive Services Analyst

July 24, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case ***, *** *** Sprint Account xxxxx*** Sprint Case *** To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of Ms*** ***. We appreciate your assistance in bringing our customers’ concerns to our attention In the information received, Ms*** stated that she has experienced functionality issues with two devices on her account. She requested that we replace one of those devices and replace or repair the other We regret any difficulty Ms*** may be experiencing with her two referenced Sprint devices. All new Sprint 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. TEP provides Sprint customers with a cost-efficient way to protect their devices against loss, damage, and wear and tear that is not covered under the provisions of the limited one-year manufacturer’s warranty. Our records reflect that Ms*** subscribes to TEP for both of her noted lines of service We recommend that Ms*** take her two malfunctioning devices to one of our authorized service and repair locations for evaluation. If the problem with her equipment is covered under the Equipment Service & Repair Program (ESRP) portion of TEP, her devices will be repaired or replaced at no charge. If the problem with her equipment is covered under the Equipment Replacement Program (ERP) insurance portion of TEP, she should contact Asurion, the program administrator, to file a claim. A $to $deductible, depending on the device model, is required at claim approval. Further details regarding TEP and the coverages under ESRP and ERP is available on our website at www.sprint.com/tep During our July 20, 2017, conversation with Ms***, we explained the information outlined above. Unfortunately, she disputed our response and requested that we further escalate her inquiry. A member of our executive management team contacted her the same date and again on the same date and again on the following day. During those conversations, we sustained that the information provided is correct; however, as a demonstration of our commitment to excellence, we also contacted the service and repair location in her area to ensure that the management team would work with her directly to ensure prompt assistance We regret any inconvenience this matter may have caused Ms***. If we can be of further assistance with this concern subsequent to her service and repair visit, 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, John CExecutive Services Analyst

January 19, 2017 Revdex.comWard Parkway, Suite 401Kansas City, MO 64114 Re: Revdex.com Complaint *** *** *** 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 in September 2016, he upgraded his two devices and was advised that he qualified for the iPhone on Us promotion and would receive a monthly credit of $with the traof his two devices. Mr*** stated that he tradboth devices; however, he only received one of the promotional credits. As a result, he is requesting that we honor the offer and apply the promotional credits to both of his subscriptions In our effort to provide clear communication about our devices, features 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. During our conversation with Mr***, we apologized for any inconvenience he may have experienced as a result of this issue. Further, we advised him that our records reflect that when he upgrade his two devices he signed up for the iPhone on Us promotion which provides a monthly statement credit of $with the traof an eligible device. We advised Mr*** that we have confirmed that he qualifies for the offer on both of his subscriptions; however, one of the devices he elected was on backorder and the order was not fulfilled until October 25, 2016. The promotional credits can take up to billing cycles to be appliedMr*** accepted our explanation and is satisfied with the resolution. 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

August 28, 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*** expressed dissatisfaction with the level of customer service that he received from our representatives while trying to resolve his account billing issue. Mr*** stated he cancelled his service with Sprint, and returned his to devices to one of our Sprint stores, and the retail representative informed him he owes nothingHe stated in June 2017, he received a bill from Sprint for $275, and when he called customer service to find out why he received a bill, he was told one of the devices was damagedHe further advised that when he turned the devices in to our retail representative, they were in good working condition, and the representative did not mention that the device was damaged. As a result, Mr*** is requesting we adjust the charges as he believes he does not owe anything Our record reflects that Mr*** ported his two lines of service on May 6, 2017, to another wireless provider. Furthermore, we confirmed that both devices were returned to our Sprint store on May 8, We also reached out to the store manager who advised that both devices were in good working conditionTo resolve this matter, we applied a $credit to Mr***’s account to offset the disputed charges. In addition, we contacted the outside collections agency and advised them to cease all further collection efforts on this account. We further confirmed no negative reporting was sent to the credit bureaus. During our August 22, 2017, conversation with Mr***, the information outlined above was explained to him. Mr*** thanked us for our help We appreciate Mr*** for taking time to provide details of his experience with customer care representativesWe 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, and are happy that Mr***’s issue is resolvedIf we can be of further assistance with this matter, Mr*** can contact me by calling Sprint’s Executive & Regulatory Services department toll- free at ###-###-####, ext***, Monday Tuesday, Thursday and Friday, between 7:a.mand 5:p.m., Central Time. Sincerely, Shola AExecutive Services Analyst