Sprint Corporation

November 23, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case ***, *** *** Sprint Account xxxxxx***
Sprint Case *** To Whom It May Concern: Sprint is in receipt of the above-mentioned complaint of Mr*** ***. Sprint received this inquiry on November 10, 2016, and we appreciate your assistance in bringing our customers’ concerns to our attention In his inquiry, Mr*** is seeking assistance with his account billing concerns. He states as a year customer, he recently had an issue with his device and account billing. He states he decided to file an insurance claim and received a new device through the Total Equipment Protection plan and returned his damaged device. Mr*** states he received a confirmation of the return. A month later he states he discovered that his account was assessed a non-equipment charge that increased his account balance to $610. He contacted our Customer Care department regarding this matter and a states that a promise to pay was added to this account until the issue was resolved. A few weeks later, his account was suspended because he exceeded his account spending limit. Mr*** states he made several calls in an attempt to resolve this matter; however, his service continues to be interrupted due the account balance. As a result, he is seeking assistance with this matter. We spoke with Mr*** regarding his account billing concernsWe advised him that we received confirmation that his device was returned. We further advised him that his account received credits totaling $to offset the equipment return and late fees on November 9, During our discussion, Mr*** expressed his dissatisfaction regarding how the case was handled because his service was interrupted at least three timesWe regret any inconvenience this matter has caused Mr***. We appreciate Mr*** for taking the time to provide us with the details of his experience regarding his account concerns and customer service experiences. We are continually striving 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 review. As a gesture of goodwill, and as a demonstration of our appreciation of his long tenure with Sprint, we applied a one-time credit of $to offset charges reflected on his October billing statement. Mr*** accepted our offer and resolution and did not have any further concerns regarding this matter We regret any inconvenience this matter has caused Mr***. If Mr*** needs further assistance, he may contact me by calling the Executive and Regulatory Services department toll-free at ###-###-####, extension ***. I am available Monday through Friday from 8:a.mto 4:p.m., Central Time Sincerely, Alethea BExecutive Services Analyst

Good Morning I want Revdex.com to know I didn’t receive the email where I needed to respondHad I received it I would have replied and thanked you as always for your help THANK YOU this was resolved thanks to your intervention as mediators. With respect,*** ***

October 21, 2016 To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of Mr*** ***. We appreciate your assistance in bringing our customers’ concerns to our attention. According to Mr***’s complaint, his two tablet devices were stolen
prompting him to obtain a replacement for one while awaiting reimbursement from his insurance company. Mr*** indicates that during his attempt to replace one tablet, he had trouble updating the associated service plan because the original tablet had been flagged as stolen. As a result, Mr*** decided to cancel the tablet order, but since it had already been shipped, he was informed he would have to return it to Sprint or he could refuse delivery of the item. Mr*** is requesting to return the replacement tablet and not incur a restocking fee for this issue. We regret the circumstances that prompted Mr***’s complaint. We spoke with Mr*** on October 14, 2016, and advised that a return kit was ordered for the replacement tablet. In addition, we confirmed Mr*** will not incur a restocking fee as long as the tablet is unopened in its original packaging upon receipt. We appreciate Mr*** for taking the time to provide us with the details of his 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. We thank Mr*** for being a valued Sprint customer. If he needs further assistance with this issue, I can be reached toll-free at ###-###-####, extension ***. I am available Monday through Friday from 7:a.mto 3:p.m., Central Time. Sincerely, *** ***Executive Services Analyst

June 14, 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 of Ms*** ***. We appreciate your assistance in bringing our customers’ concerns to our attention. According to the information provided in Ms***’s complaint, she canceled her tablet line and added a new voice line of service to her account in April using an inactive device from another line. Ms*** advised that she wasn’t aware that she was required to return the inactive leased device associated with one of the lines she recently upgraded as she thought she could continue to pay the lease charge and use the device on a different line. However, Ms*** indicates that she was billed for the device and would like for Sprint to work with her on payment of the outstanding balance We regret any possible misunderstanding that may have occurred regarding the leased device in question. We contacted Ms*** and explained that when she upgraded the device on line ending ***, the current lease agreement was terminated for the iPhone device and a new lease was established for the iPhone device upgrade. In accordance with the terms of her lease agreement, the leased device must be turned in; otherwise, she is subject to the Purchase Price Option (PPO) for retaining the device. Ms*** expressed her understanding of that now, but is seeking arrangements for her outstanding balance. Although we were unable to identify a Sprint billing error, due to any possible misunderstanding that may have occurred in this matter, we extended her service until June 17, 2017, to allow her time to pay the $past due balance on her account. She currently remitted $on June 12, 2017, and the remaining $is due by June 17, 2017. Once the past due balance is paid, the current balance of $286.39, which include charges for the June 12, 2017, invoice is due by July 2, 2017. Ms*** confirmed satisfaction with the actions taken We appreciate Ms*** for being a valued Sprint customer. If she has any further questions, I can be reached by calling our Executive & Regulatory Services department toll-free at ###-###-####, extension ***. I am available Monday through Friday from 7:a.mto 3:p.m., Central Time Sincerely, April *** Executive Services Analyst

We appreciate your assistance in bringing our customers’ concern to our attention
In her inquiry, Ms*** stated that she her billing amount has been incorrect since upgrading/activating two of her devices in November She stated that at that time she was informed that her monthly
charges would be billed at $137, plus taxShe also stated that her monthly installment for her two leased devices would be $each and that her monthly access charges of $for each device would be waivedAs a result, she is requesting that a credit be applied to her account for the difference she states that she was overbilled
We have built a solid reputation on honest business practices, and it is not our intention to mislead or confuse our customers with regard to the services we are able to provideIn our effort to provide clear communication about 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 informationFurther information can be viewed on our website, www.sprint.com
With respect, we would note that any invoice balance estimate provided by Sprint would not constitute a promise of future invoice balancesChanges 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
Sprint has reviewed Ms***’s account and our records reflect that based on the Customer Summary provided at the point of sale, when she activated/upgraded to new devices in November 2014, she is on the service plan she elected at that time and that her monthly rate charges are correct based upon that plan selectionOur records reflect that based on the service plan elected, Ms*** received the promotional Access Charge waivers as advertised, which expired in December Further, our records show that MsMurdock was also receiving the a service credit for her ported in leased device, however our records also show that she was inadvertently misinformed that her existing phone number qualified for that same service creditAs a result, we offered to apply a one-time $credit for the disputed portion of Ms***’s bill, with the understanding that future invoices, as her plan is currently configured will bill at an estimated $Alternatively, we have offered to waive her current account balance of $and allow her to return her leased devices for a waiver of the remaining lease chargesThis offer will be available to her for days from the date of this letter
We regret any inconvenience that these matters may have causedIf we can be of further assistance, we can be reached at the Executive & Regulatory Services department toll-free at ###-###-####I am available Monday through Friday, between 7:a.mand 3:p.m., Central Time

March 24, Revdex.com Serving Greater Kansas City Ward Parkway Kansas City, MO Re: File # ***, ***
*** Sprint Account # XXXXXX*** Sprint Case # *** To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of *** ***. This complaint was submitted to Sprint on March 9, 2017. We appreciate your assistance in bringing our customer’s concerns to our attention Mr***’s filing expressed his dissatisfaction with the two-year Service Agreement associated with phone number ending in ***. According to Mr***, when he opted for the two-year Service Agreement, he was not aware that an update to an unlimited plan would result in a monthly $Subsidized Phone charge for that line of service. Mr*** requested that Sprint review this matter, amend the two-year Service Agreement, and place phone number ending in *** on a Sprint Lease Agreement Sprint has reviewed Mr***’s complaintWe spoke with Mr*** in March and advised him that we will accept the return of his iPhone 6s device in exchange for the waiver of the two-year Service Agreement. Mr*** is aware that the device must be returned in working condition and free of physical damage. In addition, on March 17, 2017, we reset his handset upgrade eligibility, enabling Mr*** to purchase a new device via Sprint’s Lease program. Upon receipt and processing of the returned device, the respective Service Agreement will be cancelled and adjusted accordingly. We ask that Mr*** allow up to days, after the device is received in our Returns warehouse to complete this process Mr*** expressed his satisfaction with the resolution provided. However, Mr*** must unlock the iPhone 6s device in order to send him a return kit to the address on file for his return of the iPhone 6s device. As of today, the iPhone 6s device has not been unlocked. We have made several unsuccessful follattempts to speak with Mr***. Upon unlocking the device, we urge Mr*** to contact the undersigned to allow us to send him a return kit to his address on file Should Mr*** require further assistance with this matter, we urge him to contact the undersigned directly at the phone number noted belowWe regret any inconvenience this matter may have caused Mr*** If Mr*** would like to further discuss this matter, Mr*** can 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/ *** L *** LExecutive & Regulatory Service

January 26, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case ***, *** *** Sprint Account xxxxx Sprint Case *** To Whom It
May Concern: Sprint is in receipt of the above-referenced inquiry filed by Mr*** ***. We appreciate your assistance in bringing our customers’ concern to our attention In his inquiry, Ms*** has requested clarification regarding Sprint’s unlocking policies regarding an Apple iPhone 6s device purchased and activated on Sprint's network. Mr*** has indicated that he would like the device unlocked Unlocking a device is a general term that refers to one or more types of device unlocking. MSL unlocking refers to providing an MSL code in order to disable software that sets device parameters and prevents the device from activation on a different network. Unlocking also refers to enabling the 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 www.sprint.com/unlock Sprint will unlock a device under the following circumstances: Any associated service agreement, Installment Billing agreement, or Lease agreement has been fulfilled including payment in full of any applicable Early Termination Fees or end-of-lease/installment billing purchase options. The associated account is in good standing. The device has not been reported as lost or stolen, associated with fraudulent activity, or otherwise flagged as ineligible to be unlocked. The device has been active on the Sprint Network, currently or in the past, for a minimum of days We confirmed that Mr***’s iPhone 6s device is eligible for SIM unlocking. Please note that the SIM unlock was transmitted to the device in question on January 5, 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 1-888-282-8211, extension ***. I am available Monday through Friday, between 7:a.mand 4:p.m., Central Time Sincerely, Sean JExecutive Services Analyst

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

May 9, 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 submitted by *** *** submitted April 25, 2017. We appreciate the opportunity to address her account concerns. Ms***’s filing expressed her dissatisfaction with the inability to receive the Referral Reward Card as part of Sprint’s Referral program. Ms***’s requested that Sprint review this matter and take the appropriate action. Sprint has reviewed Ms***’s complaintSprint’s Referral Rewards program allows customers to refer friends or family members to Sprint and for a limited time, both will receive a $American Express Reward Card for every new line of service activated. New referrals are required to activate a new line of service and be on a qualifying plan with a phone purchase via an Installment Billing or Leasing agreement. Additionally, the referrer’s account must be must be in good standing before Reward card is processed. According to our records, due to a system issue the reward cards that were approved on March 7, 2017, were not processed. This issue was resolved on April 21, 2017; Ms***’s American Express Reward Card’s were processed and is expected to be received within to business days from April 21, 2017. We spoke with Ms*** on April 26, 2017, and relayed the aforementioned information to her. During that call, Ms*** stated that her issue was satisfactorily resolvedWe regret any inconvenience this matter may have caused Ms*** If Ms*** has any questions concerning the issues discussed herein, please do not hesitate to contact me directly at ###-###-####, Monday through Friday between the hours of 8:a.mand 5:p.mEastern Time Sincerely, /s/ Hakima W Hakima WExecutive & Regulatory Services

June 27, To Whom It May Concern: Sprint is in receipt of the above referenced inquiry. We appreciate your assistance in bringing our customers’ concern to our attention. In the information received, Ms*** ***, an authorized user and the
spouse of our account holder, *** ***, stated that on May 14, 2016, she visited a Sprint retail location to upgrade two devices. She stated that she was advised that she would receive a monthly $loyalty credit for each upgraded device, making the lease payments $a monthly for payments. In addition, she stated that she was offered a free tablet, which she accepted. She stated that on the next invoice, her bill was $and that the tablet was $per month, not free. She stated that she contacted our Customer Care department to inquire about these charges and was advised that the $loyalty credit should go into effect within two billing cyclesShe stated that she was advised that the monthly recurring charge for the tablet is $a month. She stated that she was still dissatisfied and spoke with a supervisor who advised her that she did not qualify for the $monthly loyalty credit because she was not on a qualifying planShe stated that she was advised that she could return the tablet by June 14, 2016, and since it was within our trial period, she could cancel the line associated with the tablet with a waiver of the Early Termination Fee. She sated that she went back to the point of sale to return the tablet on June 14, and was advised that it was too late to return it because there were days in May and she would have had to return it by June 13, 2016. She stated that the representative stated that he would speak with his management to see if we could credit the account $for each line, which is equal to the $loyalty credit for monthsShe is requesting to return the tablet and to receive the $monthly loyalty credit for her two leased devices In our effort to provide clear communication about our devices, features, promotions and pricing, Sprint publishes an overview and our retail brochures, displays, partner stores, and web site at www.sprint.com have not deviated from the published information. In our continued efforts to provide all of our customers with the best pricing possible, we cannot fulfill any verbal offers that deviate from the formal and approved published device and/or service plan pricing Sprint is committed to providing world-class customer service, and we stand behind our commitment with a 30-day Sprint Satisfaction Guarantee return policy on all our products. A Customer can return their device to the point of sale within that time period for a full refund (day of the days start when the device is activated). If the service plan required a service agreement, no termination fee is charged when cancelled within days of activation and the product is returned complete and undamaged. Additionally, we will refund any activation fees within three days of activation. The customer is responsible for all prorated monthly service charges, access and airtime charges, and the related taxes, surcharges and fees accrued on your account through the deactivation dateWe spoke to Ms***, on June 22, and provided her with the above-referenced information. In an effort to reach an amicable resolution, we offered to waive the Early Termination Fee with return of the tablet to our warehouse, we also offered to credit the monthly recurring charges associated with tablet. In addition, we offered a one-time lump sum credit in the amount of $240, which is equivalent to the $monthly service credit for two devices. Ms*** accepted our offer and credit in the amount of $was applied to the account. A postage paid return shipping label was sent via email for her to return the tablet to us. Once it is received in our warehouse, the Early Termination Fee will be waived We appreciate Ms*** taking time to provide details of her experience with our Customer Care and retail store 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 We regret any inconvenience this matter may have caused. If we can be of further assistance with this concern, Ms*** can contact me directly by calling our Executive & Regulatory Services department toll-fee at ###-###-####, extension ***. I am available Monday through Friday between 9:a.mand 5:p.mCentral Time Sincerely, *** * Executive Services Analyst

August 22,
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 complaintWe appreciate your assistance in bringing our customers’ concern to our attention
According to his rebuttal, Mr***, an enduser on the account of *** ***, stated that although the account was authenticated via the program administrator, Asurion, for a claim that was processed; he expressed his dissatisfaction with the resolution of his account concernsTherefore, Mr*** requests for Sprint to advise Asurion to process a $refund based on the insurance deductible charge that was applied towards the account holder’s account balance, and respond accordingly
As per our initial response, Sprint has reviewed Mr***’s complaint and our records reflect that on June 5, 2017, the program administrator, Asurion processed an insurance claim associated with phone number ending in ***As a result, a $deductible was applied towards the account balance and was reflected on their June invoice
Our records further reflect that on August 4, 2017, our Fraud Management team reviewed Mr***’s billing disputeAs a result, our Fraud Management team applied adjustments of $towards the insurance deductible chargeThe aforementioned adjustment will be reflected on the next invoice
We spoke with the account holder, Mrs*** *** on August 7, Unfortunately, she was unable to authenticate her account via the PIN and security information available on her accountShe was encouraged to visit a Sprint Retail Store location and provide two forms of valid identification to further authenticate her identity and update her PIN and security informationAt that time, Mrs*** confirmed her understanding of the information that was relayed to her
We attempted to contact Mr*** via telephone and e-mail on several occasions to explain the charges on the monthly invoices, clarify any specific charges in his dispute and address any additional concerns he may have with the charges reflected on the account; unfortunately, he has not responded
We look forward to speaking with Mr*** and encourage him to contact us regarding any concerns he may continue to have with the accountMr*** should be advised that in order to discuss the details of the account, he must be able to authenticate the accountAs a result, we want to advise Mr*** to have the PIN and security information available when he contacts us
We regret any inconvenience this matter may have caused Mrand Mrs***If we can be of further assistance with this issue, Mrand Mrs*** 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 Services Analyst

July 6, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File *** Sprint Account XXXXX***, *** *** Sprint Case *** To Whom It May Concern:
Sprint is in receipt of the above-referenced inquiry filed by Mr*** ***. We appreciate your assistance in bringing our customers’ concern to our attention. In the information provided, Mr*** expressed his dissatisfaction with the level of service he received during a recent store visit. Mr*** stated that information on his mobile handset was erased after a recent service visit and was unrecoverable. As a result, Mr*** elected to port his services to another carrier and disputed the equipment charges assessed for a device that was originally offered to him as free. Mr*** requested to return all of his equipment and settle his account for a final payment of $ 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 pricingFor a limited time, customers who bought one Samsung Galaxy Scould get a Samsung Galaxy Sfor free in the form of a monthly service credit We regret any possible misunderstanding that may have occurred regarding Mr***’s referenced billing and subsequent leased equipment charges. Our records reflect that he purchased two Samsung Galaxy Sdevices with Sprint Lease Agreements *** and *** on April 30, During our conversation with Mr*** on July 5, 2017, we reviewed the above-information. Although we sustain that the leased charges are valid, we offered Mr*** the option to return the leased equipment, in good condition. In exchange, we will cancel his lease agreements and apply service credits totaling $to offset a portion of the accelerated leased equipment charges assessed to his Sprint account when he ported his two lines of services to another carrier on June 26, 2017. Mr*** accepted and a return merchandise authorization (RMA) kit was requested and mailed to the billing address of record. Additionally, during our conversation with Mr***, he requested to cancel his remaining tablet line of service and waive the Early Termination Fee. Our records reflect that Mr*** accepted a Sprint service agreement on April 30, 2016, and he consented to retain services for two years from that date. As a benefit of his agreement, we provided Mr*** with a discount and/or rebate off of the cost of his new device purchase. Therefore, because Mr*** canceled his service effective July 5, 2017, prior to the fulfillment of the agreed-upon term, his account was automatically assessed a $plus tax, Early Termination Fee. As a result, we respectfully decline his request to waive the Early Termination Fee As a gesture of goodwill and in an effort to reach an amicable resolution, we offered and Mr*** accepted service credits totaling $to offset a portion of monthly recurring service charges for services used between June 16, and July 15, 2017. Mr*** confirmed that his issues have been addressed and resolved to his satisfaction We appreciate Mr***’s taking time to provide details of his experience with our Retail and 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 that his concerns have been forwarded to the appropriate managerial staff for further review. We regret the loss of Mr***’s business and any inconvenience these matters may have caused. If I can be of further assistance, he can contact me by calling the Executive & Regulatory Services department toll-free at ###-###-####, ext***, Monday through Friday, between a.mand p.m., Central Time Sincerely, Lori KExecutive Services Analyst

February 6, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File ***, *** E*** 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 delayed activation of his recently-upgraded iPhone device, advising that the delay was the result of an additional security setting put in place without his knowledge or consent by one of our retail representativesMr*** requested that we allow him to keep his current device with no further equipment billing or allow him to return his new equipment to us and provide his recently-surrendered back to him We regret any misunderstanding or delay that may have occurred with the activation of Mr***’s referenced deviceOur records reflect that Mr*** accepted upgraded an 18-month equipment lease agreement when he upgraded to that device on January 8, 2018, and that the activation of that equipment was completed on January 9, 2018. We spoke with Mr*** on January 19, 2017, and confirmed the information outlined aboveWe also confirmed that we are unable to identify any error on the part of Sprint related to his equipment-activation issue and assured him that, as a result, we must respectfully decline his requests. We advised that his equipment lease charges will be considered valid if he retains possession of his current device but also advised that, although he is welcome to return the device to us under the provisions of our Sprint Satisfaction Guarantee processes, we are unable to return his surrendered device to him, as it became the possession of Sprint and has been forwarded from the point of sale to be refurbished. As such, if he returns his new device to us, he will need to obtain a different device via the sales channel of his choosing. Mr*** expressed his continued dissatisfaction with the options provided and requested that we reconsider or escalate his concerns further. At Mr***’s request, we forwarded his dispute to our executive management team for additional review. A member of that team attempted to contact Mr*** on January and 30, 2018, without success. To date, we have not received any response from him, and our position remains unchanged We appreciate Mr***’s taking time to provide details of his experience with our retail and Customer Care representatives. We are continually striving to improve the quality of service provided to our customers. Please be assured that we value customer feedback and that these concerns will be forwarded to the appropriate managerial staff for further review We regret any inconvenience these issues may have caused Mr***If we can be further assistance with these concerns, he can contact me directly by calling our Executive & Regulatory Services department toll free at 1-844-282-8211, ext***. I am available Monday, Tuesday, Thursday, and Friday between 7:a.mand 5:p.m., Central Time Sincerely, Leland (Bud) JExecutive Services Analyst

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Assumed Answered]
Complaint: ***
I am rejecting this response because: I did not request Sprint to reset phone Only requested that I be advised who to contact regarding my concerns I was told by Sprint, Google there was nothing they could do to send back to Samsung I sent phone back to SamSung to do a flush per representative from Google SamSung sent it back to me with written notice that they were unable to repair due to reactivation lock I informed *** * with Sprint, she confirmed I would receive credit to return phone back to Sprint I did but still had problems with getting a replacement phone along with paying additional fees I obtained additional lines so that I could have access to communicateOne cellphone line was activated on a loaner phone I no longer had in and didn't know it was active until *** * informed meAlso, not sure what Sprint representative is speaking of when she states I made statements not in regards to my inquiry All statements I made were about the service I experienced with Sprint in regards to purchasing an Android phoneStill have phone because I could not return to Sprint store I'm waiting on shipping label to return
Regards,
Tracy ***

April 13, 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 a billing issue. Mr*** stated he was going to cancel his service and was offered additional discount off the monthly installment of his devices, along with $off his monthly price plan with automatic paymentMr*** accepted the offer and decided to stay with Sprint; however, the additional discount off the devices was not appliedAs a result, Mr*** is requesting that we honor the additional $off his device as offered Our record reflects that a $lump sum credit was applied to Mr***’s account on March 28, 2017, to honor the offer previously extended. During our March 31, 2017, conversation with Mr***, he thanked us for calling and confirmed that his issue has been resolved 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

Executive & Regulatory Services P.OBox Irving, TX November 11, Revdex.com Ward Parkway Kansas City, MO Re: Revdex.com Complaint *** 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 her inquiry, Ms*** stated that upon upgrading her device to an iPhone 6S, she turned in her iPhone 6. However, a $Non-return fee was assessed to her account, and she has been unable to resolve this issue. She has requested that we credit the $charge. We regret any inconvenience Ms*** may have experienced while attempting to resolve this matter. Our records reflect that Ms*** purchase an iPhone 6S in July via Lease agreement. During the transaction, she turned in her iPhone 6, and the associated Lease agreement for the iPhone was canceled. As a result, a Lease Cancellation fee and a Non-return fee were systematically assessed to her account. Therefore, we applied credits of $and $to her account to offset the Lease Cancellation and Non-return fees, respectively. These adjustments will be reflected on her November invoice. Should Ms*** have any questions regarding this matter, she can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext***. I am available Monday through Friday between 9:a.mand 5:p.m., Central Time Sincerely, Terrence MTerrence MExecutive Services Analyst

May 23, To Whom It May Concern: Sprint is in receipt of the inquiry of Mr*** *** regarding his Sprint account XXXXX***. We appreciate your assistance in bringing our customer’s concern to our attention. According to the information provided, Mr*** expressed his
dissatisfaction with the charges that were assessed to his account for overage while roaming and being left with two phones he cannot use after canceling the service. He also expressed his dissatisfaction that his account was reported to an outside collections agency and reflected on his credit report. Therefore, he requested that Sprint waive the charges and the remove the account from his credit report. He also requested to have his phones unlocked for domestic use with a different provider or a refund provided to himWe communicated with Mr*** via email, and addressed his concerns. We researched his account and confirmed that no Sprint error occurred and his charges are valid; therefore, his account was forwarded to an outside collections agency and subsequently reported to the credit bureaus. His concerns were reviewed by our Executive Team and a final resolution was rendered. In an effort to mutually resolve his concerns and as a courtesy, credits totaling $were applied to Mr***’s account today to waive the overage charges reflected on his October invoice plus the activation fee and late fee he incurred. His remaining balance is $235.43, which is the result of unpaid service plan charges reflected on his November and December invoices for unlimited services on both of his phone lines. Mr*** was also advised that if payment is remitted to satisfy his account balance, his credit report will be updated to reflect this account as paid in full and he may contact our office directly to have his iPhone 5s device unlocked. However, his iPhone 4s is not a device that is eligible for domestic unlocking. More information regarding unlocking is available at www.sprint.com/unlockingWe advised Mr*** that we regret any inconvenience that this matter may have caused. If I may be of further assistance with these matters, I can be reached by calling the Sprint Executive & Regulatory Services Department toll-free at ###-###-####. I am available Monday through Friday from a.mto p.m., Central TimeSincerely, *** *Executive Services Analyst

March 10, 2017 Revdex.comWard Parkway, Suite 401Kansas City, MO 64114 Re: Revdex.com Complaint ***, *** *** Sprint Account XXXXX*** Sprint Case *** To Whom It May
Concern: The inquiry referenced above has been forwarded for our review. We appreciate your assistance in bringing our customers’ concerns to our attention. According to the information provided in the complaint, Mr*** stated that he was experiencing issues activating a replacement device he received when he filed a claim with Asurion. As a result, Mr*** is requesting that we activate the replacement device and compensate him for the ***e he has been without service During our discussion, with Mr***, on March 6, 2017, we apologized for any inconvenience he may have experienced regarding this issue. Further, Mr*** informed us that our Customer Care group was able to activate the device. We advised Mr*** that although no credit is due, as a gesture of goodwill, we applied a one-***e courtesy credit of $to his account to offset one monthly service fee. He accepted the offer and is satisfied with the resolution We appreciate Mr***’s taking the time to provide us with the details of his concerns. Please be assured that we value his feedback and that his concerns have been forwarded to the appropriate managerial staff for further review. We are continually seeking ways to improve the quality of service provided to our customers If we may be of further assistance with this matter, please contact us 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 TExecutive Services Analyst

May 12, 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 rebuttal inquiry filed by Ms*** ***. We appreciate your assistance in bringing our customers’ concerns to our attention. According to ***’s subsequent complaint, she remains dissatisfied with the Contract Buyout promotion not being fulfilled As outlined in our previous response, we were unable to locate records confirming that Ms*** had completed the required registration for our Contract Buyout promotion. To address this matter, we requested that Ms*** provide a copy of her previous carrier’s final invoice reflecting cancelation or equipment fees that resulted from porting to SprintMs*** contacted us via email on May 11, 2017, and advised that she reached out to her previous carrier to obtain the needed informationShe stated that her previous carrier agreed to mail her an itemized bill reflecting the requested charges, with an expected delivery time of to days. In an effort to allow Ms*** additional time to provide us with the aforementioned document, we will make our offer to assist with her Contract Buyout concerns available to her for the next days 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

[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
I would like to update a complaint with a positive outcome for the recent Sprint complaint
Regards,
*** ***