Sprint Corporation

June 12, 2017 Revdex.comWard Parkway, Suite 401Kansas City, MO 64114 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*** ***, submitted on May 21, 2017. We appreciate your assistance in bringing our customers’ concerns to our attention. Based on the information received, Ms*** states that she has had an unfavorable customer experience while attempting to address her equipment issuesShe states that she received a new phone a few months ago after waiting two months to receive it; however, the device is overheating, the screen goes black, calls drop, and she states that the screen has something on itMs*** is requesting that her device be replaced or Sprint refund the money spent for the phone and the balance to the account be waived in full so that she can take her business elsewhere. We spoke with Ms*** on May 30, 2017, regarding her concerns. In an effort to address her device concerns, we offered to partner with store management at the local repair center in her areaHowever, during that conversation we were disconnectedOur office attempted to contact Ms*** back by phone and email; however, we were unsuccessfulWe also attempted to speak with her on May 31, 2017, and June 1, Those attempts were also unsuccessfulShould Ms*** have any further questions or concerns she can contact our office directly at her earliest opportunityWe appreciate Ms*** for taking the time to provide us with details of her recent 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.If I may be of further assistance regarding this matter, I can be reached by calling our Executive & Regulatory Services department toll-free at ###-###-####, extension ***I am available Monday, Tuesday, Wednesday, and Friday between 8:a.mand 5:p.m., Central Time. Sincerely, LaToya ***Executive Services Analyst

July 26, 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 Ms*** ***. We appreciate your assistance in bringing our customers’ concern to our attention. In the information provided, Ms*** expressed her dissatisfaction with the level of service she received while attempting to cancel and remove associated equipment charges for one line of serviceMs*** stated that she is a victim of domestic abuse and has requested to cancel telephone number ending *** without additional charges Sprint cares about its customers and has flexible policies and protocols in place to adjust fees and charges with extenuating circumstances. During our conversation with Ms*** on July 14, 2017, we confirmed that telephone number ending *** was cancelled on July 5, 2017. Although we sustain that the Lease cancellation charge of $is valid, as a gesture of goodwill and in an effort to demonstrate world-class customer service, we applied credits to offset this charge. These credits are reflected on her July 16, 2017, invoiceMs*** confirmed that her issues have been resolved to her satisfaction. We regret any inconvenience these matters may have caused Ms***. If I can be of further assistance, she can contact me by calling the Executive & Regulatory Services department toll-free at ###-###-####, ext***, Tuesday through Saturday, between 1:p.mand 9:p.m., Central Time Sincerely, Andrew RExecutive Services Associate Analyst AR/lk

August 16, 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 inquiry filed by Mr*** ***. We appreciate your assistance in bringing our customers’ concerns to our attention. According to the information provided, Mr*** believes that he was improperly charged for certain third-party content and has requested that Sprint credit his account in an amount equal to the disputed portion of the invoice. Mr*** also advised that his billing should be estimated at $per month. During our conversation with Mr*** on August 10, 2017, we explained that our records indicate that third-party content was subscribed to and purchased through Google Play from his phone number ending *** on April 29, 2017. Although we consider the charges valid, to resolve the matter, Mr***’s account was credited $for the disputed amounts billed between April and July 28, 2017. In addition, we unsubscribed the above-mentioned phone number from the disputed third-party provider and blocked all third-party content for both numbers on his account. Mr*** expressed his satisfaction with this outcome We also discussed Mr***’s estimated monthly service charges, equipment, taxes and fees. Since he established Auto-Pay on his account recently, the $Account Spending Limit Program charge is being waived plus he is receiving a $per line discount. As a result, Mr***’s totaling monthly charges including taxes and fees is estimated at $181.50, to which he agrees. In the event that Mr*** discontinues Auto-Pay, his bill will increase by $per month as he will lose the aforementioned Auto-Pay discounts Sprint regrets any inconvenience Mr*** may have experienced while attempting to resolve this issue. If I can be of further assistance with this matter, Mr*** can contact the Executive & Regulatory Services department toll free at ###-###-####, extension ***. I am available Monday through Friday, between 7:a.mand 3:p.m., Central Time Sincerely, April *** Executive Services Analyst

January 9, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case ***, *** *** Boost Mobile Inquiry Sprint Case ***
To Whom It May Concern: Thank you for forwarding the above-referenced inquiry to the Sprint Executive & Regulatory Services department. We appreciate your assistance in bringing our customers’ Boost Mobile concerns to our attention. In his inquiry, Mr*** indicated that he purchased a device on November 27, 2017, and he contacted our Customer Care department shortly after his purchase to cancel his orderDespite being assured that the order was cancelled he received the device the following dayHe contacted our Customer Care department for a refund, but he was advised to return the device to a FedEx location. Because he did not receive a prepaid return label from Boost Mobile he was not able to send his device back. As such, Mr*** returned the device via the United States Postal Service (USPS) at his own expense and he was assured that he would receive a refund for the device and shipping charges; however, he only received a refund for the device and the overnight shipping charge he paid at the time of purchase. Mr*** requested additional assistance with securing a refund for the costs he incurred to return the device. During our initial conversation with Mr*** on January 2, 2017, he explained that after locating a better price for the device he was interested in at a local Boost Mobile retailer he canceled the order he placed online, but he received the device the following day. While we regret any misunderstanding that may have occurred, because Mr*** remitted a payment to USPS to ship the device back to us we are unable to provide a refund for his transaction with USPS. We explained that we are willing to apply a $credit to an active Boost Mobile, Virgin Mobile USA, or Sprint account; however, he declined our offer and explained that he no longer has an active account with us. We appreciate Mr*** taking time to provide details of his experience with our Customer Care department. We are continually striving to improve the quality of service provided to our customers. Please be assured that we value customer feedback and that his concerns will be forwarded to the appropriate managerial staff for further review We regret any inconvenience this matter may have caused Mr***. If he has any further questions or concerns regarding this matter he can contact me directly by calling the Sprint Executive & Regulatory Services department toll-free at 1-844-282-8211, ext***. I am available Monday through Friday from 10:a.mto 6:p.m., Central Time Sincerely, Christopher HExecutive Services Analyst

November 29, 2016 Kansas City Revdex.com*** *** *** *** *** *** ** *** Re: *** *** Case # ***Sprint Account # ***Sprint Case # *** To Whom It May Concern: We appreciate your assistance in bringing our customer’s concern to
our attention. We at Sprint Nextel do see customer satisfaction as our priority and therefore regard every issue as critical and important. Ms***’s filing expresses her dissatisfaction with a refund request. Ms*** states a refund was not provided for her down payment or monthly payment towards her Samsung Note 7, after returning it to SprintMs*** requests that we investigate her concerns and respond accordingly.Sprint investigated Ms***’s concerns in November and determined that her account was credited for the agreements for tied to two Samsung Note devicesAfter a review, we determined that automated credits would have appeared on Ms***’s December monthly statement. As a courtesy, we manually processed additional adjustments equal to the value of her down payment and a monthly payment for the Samsung Note 7. We notified Ms*** that a credit card refund was processed. Ms*** was notified that her bank may take business days to process this refund. Ms*** expressed her satisfaction with this resolutionWe apologize for any inconvenience this matter may have caused If I can be of further assistance, you may contact me directly by calling ###-###-####, Monday through Friday, between 9:a.mand 3:p.m., Eastern Time. Sincerely, /m/ MrM*** MrM*** Executive & Regulatory Services

March 17, Revdex.com Serving Greater Kansas City Ward Parkway Kansas City, MO Re: Revdex.com File # ***, *** J
*** Sprint Account # XXXXXX*** Sprint Case # *** To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of *** J*** submitted on March 3, 2017. We appreciate your assistance in bringing our customer’s concerns to our attention Mr***’s filing expressed his dissatisfaction with the requirement of the $deductible for the replacement of his Samsung Galaxy Note device. According to Mr***, he filed an insurance claim with our program administrator, Asurion as part of Sprint’s Total Equipment Protection (TEP) program, for the damaged device, prior to the manufacturer recall for the Samsung Galaxy Note devices. As the manufacturer recall accepted return of the device in any condition, Mr*** requested that Sprint apply a courtesy credit to his account to offset the cost of the TEP deductible Sprint has reviewed Mr***’s complaintWe spoke with Mr*** on March 6, 2017, to address his billing concerns. Please note that all new Sprint devices and/or Mobile Broadband devices come with a limited one-year manufacturer’s warranty. Sprint customers are also given the option to subscribe to our Total Equipment Protection (TEP) option within the first days of activating a new device. TEP provides Sprint customers with a cost efficient way to protect themselves against loss, damage, and wear and tear to their device that is not covered under the provisions of the limited one-year manufacturer’s warranty Mr*** subscribes to Sprint Total Equipment Protection (TEP) plan on his phone line ending in ***. Therefore, if the problem with Mr***’s device is covered under the Equipment Service & Repair Program (ESRP) portion of TEP, his device will be repaired or replaced at no charge at a Sprint service and repair center for the first two visits. Mr*** will be charged $for each subsequent visit to a Sprint service and repair center, if his device requires repair or replacement within a rolling 12-month period If the problem with Mr***’s device is covered under the Equipment Replacement Program (ERP) insurance portion of TEP, he may contact Asurion, the program administrator, to file a claim. A $up to a $deductible, depending on the device model, is required at claim approval. Further details regarding TEP and the coverage’s under ESRP and ERP may be found at www.sprint.com/tep We further explained that as the TEP claim was filed for a damaged device, prior to the recall, the deductible is valid. However, to mutually resolve this matter, Sprint applied a $courtesy credit to the account to offset the disputed cost of the deductible. Mr*** expressed his satisfaction with the resolution provided We regret any inconvenience this matter may have caused Mr***. If Mr*** would like to further discuss this matter, he may contact me by calling the Executive & Regulatory Services department toll free at ###-###-####, extension ***. I am available Monday through Friday, from 8:a.mto 4:p.m., Eastern Time Sincerely, /s/ Taheera L Taheera LExecutive & Regulatory Service

March 6,
Kansas City Revdex.com
Ward Pkwy, 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 ***
*** submitted on January 31, We appreciate your assistance in bringing our customers’ concerns to our attention
According to the information provided, Ms*** expressed her dissatisfaction with her attempts to address her Referral program concerns on behalf of the account holder, specifically stating that she was provided with incorrect information regarding the Referral programMs*** stated that she was advised that she would receive a $Referral Reward Card for her own personal account and that the account holder would receive a $Referral Reward CardHowever, both parties’ registrations were deniedAs such, Ms*** requested that Sprint review this matter and process the Referral Reward Card registration for the account holder totaling $
Sprint has reviewed Ms***’s complaintWe regret any possible misunderstanding that may have occurred related to the terms of our Referral Reward Promotional offerPlease be advised that Sprint’s Referral Reward program provides our customers (referrer) with a $American Express reward card when they refer a new qualifying customerAll Referrers must have an active Sprint wireless account in good standingThe Referrer is eligible for $reward each time they refer a new customer to Sprint, up to $in rewards during this calendar yearThe new customer (referee) must be a new-to-Sprint account; add-a-lines are not eligible and they must enroll in our Lease or Monthly Installment Billing programFurthermore, the new customer (referee) must purchase the equipment in a Sprint branded location, such as a company-owned store, preferred dealer, Telesales, or via sprint.comAlso, the new customer receives a $reward cardHowever, both parties are required to register for the program via our website, www.sprint.com/referral
Additionally, both parties will receive a confirmation email advising them of the status of their registrationOnce approved, both parties will receive the aforementioned reward card within 8-weeksPlease be advised that our records indicate that the account holder’s two lines of service did not qualify for the Referral programFurthermore, our records reflect that the referee did not register for the Referral programAs a result, no promotional errors were confirmed
We communicated with Ms*** via email on March 6, 2017, and relayed the aforementioned information to herFurthermore, in an effort to further resolve her concerns, we advised her to forward any/all supporting documentation that supports her complaint within days from the date of this letter for further review and considerationMs*** has confirmed her understanding regarding with the information that was relayed to her
We regret any inconvenience this matter may have caused Ms***
If we can be of further assistance with this issue, Ms*** can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext***I am available Monday through Friday between a.mand p.m., Central Time
Sincerely,
Chanda L
Executive and Regulatory Services Analyst

February 3, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Inquiry ***, *** ** *** Sprint Account xxxxx*** Sprint Case ***
To Whom It May Concern: We appreciate your assistance in bringing Ms*** ** ***’s concern to our attention. We apologize for any inconvenience that she may have experienced as a result of this matter. According to the information provided in the inquiry, Ms*** states that she has not received two Sprint Buyout Reward Cards that she anticipated receiving in September 2015, when she established her Sprint account. She states that she provided the required invoice from the other carrier to the retail store representative to submit to Sprint in order that she may receive the Sprint Buyout Reward card. She also indicates that account credits that she anticipated were not reflected on her account. And last, based on the information received, she also states that she had an unfavorable customer experience while attempting to address her account concerns. During our discussion with Ms*** on February 3, 2017, we confirmed with her that she ported her two account phone numbers to Sprint from another carrier on September 29, 2015. We also confirmed with her that she also ported the two phone numbers from Sprint to another carrier on February 1, 2017, thereby cancelling her Sprint account. We advised Ms*** that the terms of the Sprint Buyout Reward Card promotion require the account be active for the requested Rewards cards to be processed. However, in an effort to reach an amicable resolution in this matter, we advised Ms*** that with our receipt of the other carrier’s invoice reflecting the phone cancellation charges for the above-referenced two phone numbers, and confirmation that she turned in the two phones from the other carrier according to the promotion’s terms, we will process the Sprint Buyout Reward Cards up to the amount of $per phone number. Our review of the account records also indicates that as further gestures of goodwill, our Customer Care representatives previously applied two $credits to offset account service charges in regard to the matter. As a further demonstration of our commitment to excellence, we advised her that we will apply account credits to offset the difference in the Sprint Buyout Reward Cards processed up to the amount of $and the phone cancellation charges incurred upon validation and completion of the processing of the above-referenced Reward Cards. She stated that she will send us a copy of the other carrier’s phone cancellation charge invoice via email in order that we may submit it for processing of her requested Sprint Buyout Reward Cards We appreciate Ms*** for taking the time to provide us with the 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 her feedback and will utilize this input to improve our training and processes. If Ms*** needs further assistance with this matter, I can be contacted 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, Patricia SExecutive Services Analyst

September 26, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File ***, *** D*** Sprint Account XXXXX***
Sprint Case *** To Whom It May Concern: Sprint is in receipt of the inquiry filed with your office by Ms*** ***. We appreciate the opportunity to address her concerns. Based on the information provided in Ms***’s inquiry, she advised that she was not aware that the preowned Apple iPhones she purchased did not have equipment protection or insurance. She also advised that she was directed to the manufacturer, Apple, who replaced the phone. Therefore, she requested a bill credit for all of the issues that she has encountered since activating her phones, and to keep her services active because she was unable to extend her bill due date. During our conversation with Ms*** on September 12, 2017, she advised that she believed that the Telesales representative did not provide accurate information on the equipment protection for the phones, and also that the promotion to switch her service from another carrier to Sprint has not been honored. We reviewed her interaction with our sales representative. We confirmed that during the call, equipment protection was not discussed. The representative advised that the certified preowned iPhones have a day manufacturer warranty. After reviewing the interaction, we made two subsequent attempts to contact Ms***. Unfortunately, we have been unable to reach her, and she has not returned our calls. In order to address any outstanding account concerns, it will be necessary for us to speak with Ms*** Ms*** advised that she had unfavorable customer service experiences while trying to resolve her account concerns. We appreciate her taking time to provide details of her experience with our 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 that these matters may have caused Ms***. If she needs further assistance, she can contact me toll-free at ###-###-####, ext***. I am available Monday, Tuesday, Thursday, and Friday from a.mto p.m., Central Time Sincerely, *** *Executive Services Analyst

September 27, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com ***, *** *** Sprint Account xxxxx*** Sprint Case *** To Whom It May Concern:
Sprint is in receipt of the above-referenced inquiry of Mr*** ***. We appreciate your assistance in bringing our customers' concerns to our attention. In the information provided, Mr*** expressed his dissatisfaction with the level of customer service provided by our representatives during his attempts to address device issues, citing that, although a manufacturer’s defect was confirmed with his device, we did not proactively notify him of the potential for his device to experience this specific issue. Additionally, representatives of our Customer Care department sent him to the incorrect service and repair center for a replacement device and due to the fact that there was no replacement inventory available for his device model, a replacement device was ordered; however, he has been left without a working device until the replacement device arrives. He requested that we apply a credit to his Sprint account to offset the purchase of a different device model. We appreciate Mr***’s taking time to provide details of his experience with our retail and Customer Care representatives. With the information in his account records, we were able to identify the employees that provided inaccurate information regarding his service and repair visits. Please be assured that we value customer feedback and that his concerns have been forwarded for additional review We regret any difficulty Mr*** may have experienced with the replacement of his malfunctioning Sprint device. Our records reflect that Mr*** took his device to one of our service and repair centers on September 8, 2016, and that a replacement device was ordered for him, pursuant to the terms of the one-year manufacturer’s warranty. Our records further reflect that Mr*** was offered a $credit to his Sprint account to compensate him for the delay with that replacement device, which he accepted and we applied that credit on that date. Mr*** received and activated his replacement device on September 13, We contacted Mr*** on September 15, 2016, and confirmed the actions referenced above with him. Mr*** continued to voice his dissatisfaction with our not proactively notifying Sprint customers with his device model that they could be affected by the reported defect. We invited him to log on to the Sprint website at www.sprint.com in an effort to provide the area used to display device known issues. Although he agreed and we were able to locate the information in question, he continued to disagree with our defective device protocol. We invited him to review our device warranty protocol, which can also be reviewed with our Terms and Conditions of Service on our website at www.sprint.com/termsandconditions. As such, we must respectfully decline his device credit request While it is our goal to bring all concerns brought to our attention to amicable resolution, we regret that we have been unable to do so in this case. However, we are confident that we have not deviated from the previously-referenced device warranty protocol and that we have addressed this matter to the best of our ability On behalf of Sprint, I apologize for any inconvenience this matter may have caused Mr***, and we appreciate his continued business. If we can be of further assistance with this issue, Mr*** can contact me by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####, ext***. I am available Monday through Friday between a.mand p.m., Central Time Sincerely, Russell ** *** **Executive Services Analyst

Latoya had stated several times that their records do not go back to January so she is unable to confirm that I called several times, yet every rep that I spoke with stated they could see that I was correct and should not have been billedThey stated they would submit a dispute to have it correctedAnd every time I called to check the status, I was told the bill was for something differentWhen I called in January, I asked to confirm that when I paid my bill on 1/15/that it was my final bill and was told that yes it would beI don't appreciate their fraudulent business practices of making up different reasons for billing people when they discontinue service after fulfilling the terms of the contractFurthermore, I abided by the contract despite being charged $a month more than I was quoted for two years.
Complaint: ***
I am rejecting this response because:
Regards,
Stacey R***

August 22, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Inquiry ***, ***, *** Sprint Account xxxxx*** Sprint Case *** To Whom It May
Concern: Sprint is in receipt of the above-referenced inquiry of Mr*** ***, 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, Mr*** stated that he signed up for automatic payment due to a $discount per line offer presented online at www.sprint.com at the time of upgrade of one of the lines of service on his account. When he contacted our Customer Care representatives to inquire about the incentive, he was informed that the $discount was not applicable due to the discounted service plan provisioned on his account. Mr*** indicated that his attempts to resolve this matter have resulted in unfavorable customer service experiences. As a result, he is requesting that the $per line discount be honored We regret any possible misunderstanding that this matter may have caused. We spoke with Mr*** on August 18, 2017, regarding this issue, and as a result, he forwarded a copy of the information he received at the time of upgrade, which reflected the $discount per line offer with the siof automatic payment. Further, based on a review of our records, we determined that the $per line discount with the siof automatic payment is applicable with the discounted percent competitor service plan on Mr***’s account. We attempted to reach Mr*** again today but received his voicemail where we left a message informing him that we will monitor the next 1-invoices, and if the $discount does not systematically apply, we will manually apply a $per line discount for each of the four lines of service on his account for months. This will result in a $credit to the account if the systematic credit does not apply We appreciate Mr***’s taking the time to provide us with the details of his experience with our Customer Care representatives. We are continually striving to improve the quality of service provided to our customers. Please be assured that we value customer feedback and that Mr***’s concerns will be forwarded to the appropriate managerial staff for further review We regret any inconvenience that this issue may have caused. Should there be any additional questions or concerns with this issue, Mr*** can contact me 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

July 11, Revdex.com Ward Parkway Kansas City, MO Re: Revdex.com File ***, *** ***
Sprint Account XXXXXX***, *** *** Sprint Case # *** To Whom It May Concern: Sprint is in receipt of the above-referenced complaint. We appreciate your assistance in bringing our Ms***’s concerns to our attention According to her complaint, Ms*** stated that she should have received a free gift for changing her plan. She stated she is getting billed $per month for the free giftMs*** further stated that she has been unable to receive a copy of Sprint’s Terms and Conditions of serviceMs*** is requesting that Sprint review this matter 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 After completing a review of Mr***’s Sprint account, we were unable to identify any billing errors. We have made multiple attempts to contact Ms*** regarding her concerns. We attempted to contact her via phone and e-mail on June 28, and 30, and mailed a letter to the address on file on June 30, 2017, advising her of our receipt of her complaint and our need to speak with her directlyUnfortunately, we have been unable to speak with Ms***. Sprint is committed to protecting the privacy of our customers. In accordance with that commitment, we take measures to verify that any person contacting us about an account is authorized to discuss and/or make changes to that account. Specifically, we require that each account has a PIN and that the account’s PIN or security question/answer is correctly verified before we discuss account information or make any changes to the account. As such, we must first speak with Mr***, the account holder, and have him provide us with the aforementioned security information before we can discuss the account or assist Ms*** with the concerns raised in her complaint. We regret any inconvenience this matter may have caused Ms***. If we can be of further assistance with this matter, Ms*** should have the account holder contact me by calling our Executive & Regulatory Services department toll free at ###-###-####, extension ***. I am available Monday through Friday, from 8:a.mto 4:p.m., Eastern Time Sincerely, /s/ Taheera L Taheera LExecutive Service Analyst

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards,
*** ***

June 2, 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 submitted by Mr*** ***We appreciate your assistance in bringing our customers’ concern to our attention According to the information received in his inquiry, Mr*** stated that he requested a detailed bill indicating an Early Termination Fee on multiple occasions, so that he can provide it to his new carrier for reimbursement and has been unsuccessful in getting the bill reprint. He stated that he switched carriers because he experienced dropped calls and slow internet. He is requesting a reprint of the invoice detailing the Early Termination FeeWe regret that Mr***’s experience with service in his local calling area fell short of his 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. We spoke with Mr*** on May 25, 2017, and provided him with the above-referenced information. At Mr***’s request, we updated his billing address and a bill reprint for April 2017, detailing the Early Termination Fee was mailed to his billing address. Although no credit is due, in an effort to reach an amicable resolution, we offered and Mr*** accepted an account concession credit in the amount of $75. He stated that he considers the issue resolved to his satisfaction We appreciate Mr*** taking the time to provide us with the details of his experience with our Customer Care representatives. We are continually striving to improve the quality of service provided to our customers. Please be assured that we value his feedback and have forwarded it to the appropriate management for review We regret any inconvenience that this matter may have caused. If we can be of further assistance, we can be reached at the Executive & Regulatory Services department toll-free at ###-###-####, extension ***. I am available Monday through Friday, between 9:a.mand 5:p.m., Central Time. Sincerely, Sharon RExecutive Services Analyst

May 18, 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 customer care representatives while trying to resolve his price plan and device issues. Mr*** said his device was sent out for repairs, and he called Customer Care to activate one of his old devices as he was not provided a loaner device to useHe said the representative told him about the unlimited plan, that it will and said it would only be $more than what he was currently payingMr*** said the representative did not allow him to say no and he thinks he was forced into saying yes to the plan change On April 27, 2017, Mr*** said he checked the new plan change and saw his bill is $instead of the $he was paying previouslyHe then called Customer Care on April 28, 2017, and spoke with a supervisor. The supervisor said all they could do was apologize. Mr*** also said when he gave his LG device to be repaired, it was unlocked and now the replacement he was provided is not unlocked. Mr*** is requesting that we unlock his device, and also give him his old plan back, or a better plan Our record reflects that Mr***’s plan was changed from our 40GB High-speed Data Share plan for $per month on April 28, 2017, to our Unlimited Freedom plan with lines 3-free for $through January 31, Unfortunately, he was put on the wrong plan for $instead of $We were able to change his plan to the 40GB data share plan for $effective May 24, 2017. We also unlocked the LG deviceDuring our May 16, 2017, conversation with Mr***, the information was explained to himMr*** said he would like to stay on the Unlimited Freedom plan, as he was told by customer service supervisor the discount will go into effect on his next invoiceWe informed Mr*** we will review his next invoice to make sure and he accepted. He thanked us for our help Sprint will unlock a device if any associated with 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. We appreciate Mr*** for taking time to provide details of his experience with our customer care representativesWe are continually striving to improve the quality of service provided to our 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

Here is the screenshot of the "promo" that was not available for existing customersBut as you can see on the screenshot do not say anything about "only valid for new customers" as the law required

May 18, 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 Mr*** ***, 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, Mr*** stated that he purchased an HTC Bolt device in December and recently he experienced difficulty with the device function being very slow. He visited one of our service and repair centers for assistance where a factory reset was done, but within eight hours after the store visit, he stated that the device began to repeat the same issue. He visited the service and repair center again and is dissatisfied with the process of being without a device for several hours, no loaner device being available, and the overall experience with his device. As a result, he is requesting that Sprint replace his device with a different model We communicated with Mr*** today and confirmed that he received an HTC Bolt replacement device, which has been provisioned on his account since May 16, 2017. Mr*** stated that the device is working satisfactorily to date. The device was replaced with the same model device. We also informed Mr*** that as a result of this matter, one of our retail representatives applied a $goodwill credit to his account effective May 8, 2017, and he confirmed that he was aware of the adjustment. He stated that he was satisfied with the device; however, he is dissatisfied with the level of customer service received and he provided feedback in reference to how the device matter was handled and offered suggestions. Mr*** is a valued and tenured Sprint customer and we appreciate him taking the time to provide us with the details of his experience with our retail representatives, and with our processes. 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 review We regret any inconvenience that this matter may have caused. Should there be any additional questions or concerns with this issue, we can be reached by calling the Executive & Regulatory Services department for review. I am available Monday through Friday between 7:a.mand 3:p.m., Central Time Sincerely, Bridgette FExecutive Services Analyst

August 3, 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. According to the information received, Ms*** states that she was offered the iPhone Lease One, Get One (LOGO) promotion at one of our 3rd party retailers. However, Ms*** stated that she has not received the promotion as offered. She is seeking the credits offered at time of purchase to be applied 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 any misinformation Ms*** may have received regarding our device promotional offers. The details of her experience will be forwarded to the appropriate managerial staff empowered to make changes in this area 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 pricingAs stated in our now expired Lease One iPhone or Plus (128GB or 256GB) and Get Another Lease On Us, customers’ must add new lines of service or one upgrade with one new line of service on an month lease agreement in order to qualify. In addition, our percent off competitors plan do not qualify as well as any other device promotional offersOur records reflect that MsSingh does not qualify for the promotion due to the Month Lease Agreements she elected and because she is on a percent off competitor service plan We spoke to Ms*** on August 1, 2017, and advised her of the aforementioned details. Although we maintain that no credit is warranted, due to any possible misinformation and in an effort to bring about an amicable resolution, we agreed to apply a one-time lump sum adjustment of $to emulate the $service credit that would apply monthly for the remaining months. Please note that account credits are not applied toward equipment installment billing or lease charges. Therefore, regardless of the balance due, customers should pay their equipment charges in full each month by the payment due date. Ms*** confirmed her inquiry has been fully addressed and resolved If we can be of further assistance, Ms*** can contact me by calling the Executive & Regulatory Services department toll-free at ###-###-####. I am available Monday, Tuesday, Thursday, and Friday between 7:a.mand 5:p.m., Central Time Sincerely, Linard A Executive Services Analyst

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Assumed Answered]
Complaint: ***
I am rejecting this response because:Again, the salesperson misled me. The salesperson kept showing me what my bill amount would be and kept telling me to then subtract $from the bill and that is what my monthly bill will be. The salesperson kept saying the credit won't show up on the computer but not to worry, it would show up on my bill. I understand now that Sprint sales personnel are not to be trusted. Sprint does not expect consumers to believe anything the salesperson says. Sprint expects the consumer to read up on Sprint employee and company sales guidelines prior to going to their store. Sprint expects the consumer to get everything in writing. If I had known in March when I was in the store that the salesperson was lying to me, did Spring expect me to confront her and ask to talk to her manager? What exactly did Sprint want me to do in this situation?If I had been told the truth, I would not have given up my old phone. If I had been told the truth, I would not have leased the new phone, I would have purchased it. The salesperson told me in order to get the promotional monthly credit of $I would have to lease the phone. If I had been told the truth, I would not have also bought a new ipad. As I have also told multiple Sprint employees, the salesperson at one point told me my phone was ineligible for the credit. She then said she would talk to her manager. When she came back out to the floor, she said not to worry that it was approved to still give me a credit. I had no idea at that point in time as a consumer that the salesperson and manager were unable to do that. Sprint has a personnel issue with this employee and their manager. It should not be up to the consumer to read up on how Sprint employees are supposed to act and what they can and can not do prior to making a purchase. Sprint obviously does not have proper training in place for their personnel. When I went into the Sprint store, I trusted that the salesperson would not lie to me and mislead me. My trust in Sprint was misplaced. I had been a *** Wireless customer for years and was never lied or misled at ***. I went to Sprint because it looked online like their prices were lower. Now I am paying more per month than I was at *** because on Sprint personnel issues. If you want to be lied to, go to Sprint. If you want to be treated like a human being, go to ***.Sprint should not employ sales personnel who mislead Sprint consumers. I am done talking to Chanda at Sprint about this. If Chanda at Sprint wants to make this right, she can give me the credit that I was promised by the salesperson who is a Sprint employee. It is not my fault that the Sprint sales person acted in a manner that was not in accordance with Sprint guidelines. Yet I am the one being punished for it. I should not have to spend hours trying to get this resolved. What is Sprint doing in regards to this employee and her manager? Is the salesperson I dealt with still working at Sprint? Is she still misleading other consumers by making up promotions in order to get a sale?
Regards,
*** ***