Sprint Corporation

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is acceptable to me because I don't want to waste more timeAs I described in the complaint letter, the reason I quit Sprint is for the trouble brought by their inconsistent replies, not the iPhone misfunctioning I really appreciate Revdex.com's help in solving my issue, you are really doing great job
Regards,
*** ***

January 26, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case ***, *** *** Account XXXXX*** Case *** To Whom It May Concern: Sprint
is in receipt of the inquiry filed with your office by Mr*** ***. We appreciate your assistance in bringing our customers’ concerns to our attention. In the complaint, Mr*** indicates he signed up for new service with Telesales and was offered a Buy One Get One (BOGO) for two devices; however, he states that his invoices only reflect one BOGO credit. He also states that he signed up for a gigabyte plan for $a month, but he was not using all of the data. As a result, he changed to a GB plan for $60, but instead of his bill decreasing, it increased. As a result, he is requesting we review these mattersWe reviewed Ms***’s account and confirmed it was established on August 26, 2016, via Telesales. We confirmed he was offered BOGO’s on two iPhone 6s devices and two Samsung Sdevices. He is receiving the BOGO credit on the iPhone 6s devices, but not the Samsung devices. Our records reflect that the BOGO on the Samsung Sdevice is not awarding because the promotion was not available on the date of his service activation. In an effort to reach an amicable resolution regarding this matter, we canceled the equipment installment on phone number ending ***. Mr*** understands and accepts this resolutionWe also confirmed that Mr***’s signed up with the GB percent off plan on five lines of service for $per month. On December 9, 2016, a plan change to our GB plan went into effect. The cost of this plan is $but also includes a $access fee for each of his five lines of service. As a result, Mr*** had an increase in his plan cost as reflected on his invoice. As a result of this service plan price increase, we changed his fives lines of service back to the GB percent off plan effective January 23, 2017. We issued credit for the cost difference reflected on his January invoice. We have a follow up to review Mr***’s February invoice to confirm the charges. We are confident his issues have been addressed and resolvedWe regret any frustration this matter may have caused and thank Mr*** for his feedback. If Mr*** has further concerns about the above issues, I can be reached by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####, extension ***. I am available Monday through Friday between 8:a.mand 4:p.m., Central TimeSincerely, *** *Executive Services Analyst

April 24,
Revdex.com
Ward Parkway, Suite
Kansas City, MO
Re: Revdex.com File ***, *** ***
Sprint Account XXXXX***
Sprint Case ***
To Whom It May Concern:
Sprint is in receipt of the above-referenced complaint of *** ***
submitted on April 11, We appreciate your assistance in bringing our customer’s concern to our attention
According to the information provided, Mr*** stated that he had an unfavorable customer service experience while attempting to address his equipment concernsMr*** expressed his dissatisfaction with the performance of his iPhone 128GB devices associated with phone numbers ending in *** and ***, which has fallen short of his expectationsMr*** requested that Sprint review this matter and provide him with a new comparable device without further cost to him
Sprint has reviewed Mr***’s complaintOur records reflect that Mr*** activated an iPhone Gold 128GB device associated with phone number ending in *** and an iPhone Black 128GB device associated with phone number ending in *** via Sprint’s Leasing program on November 8, Please note effective September 19, 2014, Sprint launched the Sprint Lease program, an option that gives qualified new and existing customers the flexibility to lease select Smartphones and Tablets for a lower monthly cost versus purchasing the deviceLease payment varies by device and a down payment may be required and varies by customer and deviceWith a lease option, Sprint owns the deviceAt the end of a lease term, you can purchase the device and own it outright, return it to us, or return it to us and upgrade to the latest deviceFor further information regarding Sprint Leasing please visit www.sprint.com/lease
Please be advised that all new Sprint devices and/or Mobile Broadband devices come with a limited one-year manufacturer’s warrantySprint customers are also given the option to subscribe to our Total Equipment Protection (TEP) option within the first days of activating a new deviceTEP 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 our TEP option on his noted line(s) of serviceIf 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 visitsMr*** 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 should contact Asurion, our TEP program administrator, to file a claimA deductible of $to $250, depending on the device model, is required at claim approvalFurther details regarding TEP and the coverages under ESRP and ERP is available on our website at www.sprint.com/tep
We spoke with Mr*** on April 20, 2017, to discuss his concern in detail and relayed the aforementioned information to himDuring our conversation, we advised Mr*** that he may visit a local Authorized Sprint Service and Repair Center location or an Apple Retail Store location to have his iPhone devices diagnosed by a Retail Store technician to determine if his device is defectiveMr*** confirmed he is aware but remains dissatisfied and contends that Sprint should replace his devices at no costAlthough Sprint sustains that between Mr***’s provisions of the limited one-year manufacturer’s warranty and the terms of Sprint’s TEP he has options with which to pursue for assistance with his possibly malfunctioning device; in order to provide an amicable resolution and closure to the matter
Sprint has agreed as a one time courtesy to reset his upgrade eligibility associated with phone numbers ending in *** and *** and advised him that he will be responsible for all charges associated with upgrading his devicesHowever, we did advise Mr*** as a further one time courtesy we would send him return kits to facilitate the return of his iPhone devices and upon confirming their return to our Returns warehouse we will adjust any applicable cancellation charges with their respective Lease AgreementsMr*** confirmed his understanding with the information provided and he expressed his satisfaction with our resolution
We appreciate Mr*** taking time to provide details of his experience with Sprint’s Customer Care groupWe are continually striving to improve the quality of service provided to our customersPlease be assured that we value Mr***’s feedback and will utilize his input to improve our training and processes
We regret any inconvenience this matter may have caused Mr***If we can be of further assistance, Mr*** can contact me directly by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####I am available Monday through Friday between 8:a.mand 4:p.m., Central Time
Sincerely,
David H
Executive Services Analyst

June 16, 2017 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 the concern of Ms*** ***, submitted on behalf of the account holder, *** ***, to our attention. We regret any inconvenience she may have experienced in regard to this matter. According to the information provided in the complaint, Ms*** indicates that she needed to cancel a payment arrangement on her account because of a fraudulent concern regarding her associated debit card. She indicates that subsequent to her cancelling her account payment arrangement, she remitted a $partial payment to offset the account balance. She states that she later remitted a $payment at a Sprint store. She also indicates that she later remitted another payment of $payment and states that she then qualified for a payment extension in order to have her account service restored. She states that a $payment was processed on her account and she later received a refund of $to offset a portion that payment. She indicates that she has remitted over $in payments and her service remains suspended. She requests that her service be restored and that she receive an account credit for this matter. During our discussion with Ms*** on May 15, 2017, she stated that our Customer Care representative previously resolved her concern to her satisfaction. According to our review of the account records, as a demonstration of our commitment to excellence and in view of any possible misunderstanding in regard to this matter, our Customer Care representative applied a $goodwill credit to offset valid service charges assessed on the account. We also confir*** that the above-referenced credit restored the service on the account in accordance with her request Should Ms*** need further assistance, I can be contacted by calling the Executive & Regulatory Services department toll-free at ###-###-####, ext***. I am available Monday through Friday, from 7:a.mto 3:p.m., Central Time. Sincerely, Patricia S. Executive Services Analyst

February 1, 2018 Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case # ***, *** *** Sprint Account #xxxxx
Sprint Case #*** To Whom It May Concern, Sprint is in receipt of the above-referenced complaint of *** *** submitted to Sprint on January 17, 2018. We appreciate your assistance in bringing our customers’ concerns to our attention According to the information provided, Ms*** stated that she encountered an unfavorable customer service experience while attempting to resolve her account concernsMs*** expressed her dissatisfaction with being assessed monmonth lease charges totaling $per month for the two devices associated with her account, after receiving notification from Sprint that her lease terms were satisfiedMs*** requested that Sprint review this matter and adjust her account accordingly. According to our records, on December 22, 2015, Ms*** visited a third-party retail store location and upgraded the devices associated with phone lines ending and At that time, she activated an iPhone 6S and IPhone Plus devices via Sprint’s 24-Month Leasing programPlease note effective September 19, 2014, Sprint launched the Sprint Lease program, an option that gives qualified new and existing customers the flexibility to lease select Smartphones and Tablets for a lower monthly cost versus purchasing the device. Lease payment varies by device and a down payment may be required and varies by customer and device. With a lease option, Sprint owns the device. At the end of a lease term, you can purchase the device and own it outright, return it to us, or return it to us and upgrade to the latest device. For further information regarding Sprint Leasing please visit www.sprint.com/lease Further, in our effort to provide clear communication about our devices, features, promotions and pricing, Sprint publishes an overview and our retail brochures, displays, partner stores, and website at www.sprint.com have not deviated from the published information. In our continued efforts to provide all of our customers with the best pricing possible, we cannot fulfill any verbal offers that deviate from the formal and approved published device and/or service plan pricing. We note that on December 22, 2017, Ms*** satisfied the monthly lease charges for the aforementioned devices, and she elected to keep those devices. However, she did not satisfy the balance of the Lease Device Purchase Amount option, per line in accordance with the terms of Sprint’s Leasing programTherefore, the leases associated with the aforementioned devices were converted to a month-to-month lease for $per month/per line as indicated on her billing statements. Should Ms*** cancel the remaining terms of her respective Lease Agreements, her account will be assessed the Fair Market Value (FMV) charges totaling $for phone lines ending in and 4205; however, Ms*** has the option to return the IPhone 6S and IPhone Plus devices to our Returns warehouse undamaged and in good working condition in exchange for the waiver of the Fair Market Value (FMV) charge(s) Based on our review, the month-to-month lease charges are valid and we are unable to substantiate or identify any errors on Sprint’s partWe spoke with Ms*** on January 23, 2018, and relayed the aforementioned informationMs*** confirmed her understanding of the information that was relayed to her and expressed her satisfaction with Sprint’s efforts to address her concerns. We appreciate Ms*** taking the time to provide us with the details of her experience with our Customer Care groupWe are continually striving to improve the quality of service provided to our customers. Please be assured that we value Ms***’s feedback and her concerns will be forwarded to the appropriate managerial staff for further review We regret any inconvenience that this matter may have caused Ms***If we can be of further assistance, Ms*** can reach us by calling the Executive & Regulatory Services department toll-free at 1-844-282-8211, ext***. We are available Monday through Friday from 7:a.mto 4:p.m., Eastern Time Sincerely, /s/ Regina SExecutive Services Analyst

May 20, To Whom It May Concern: Sprint is in receipt of the above referenced inquiry of Ms*** *** submitted on May 13, 2016. We appreciate your assistance in bringing our customers’ concerns to our attention. We regret that she has contacted your office once more citing dissatisfaction with our prior responseIn Ms***’s follfiling, she advised that she is has not received a refund check for the last payment she made on the account. Ms*** stated that she requested to cancel her account but that her request was not processed. As a result, she is requesting that we cancel the account, credit any additional charges she incurred, and process a refund for the last payment she made on the accountDuring our conversation, we apologized for any inconvenience Ms*** may have experienced as a result of this issue. Further, we advised her that our records reflect that she requested to cancel her account on January 21, 2016, and the account was canceled on February 4, 2015, the end of the billing cycleWe advised her that due to any possible misunderstanding that may have occurred we applied credits totaling $to offset the final balance on the account. Additionally, in an effort to mutually resolve her concern we processed a refund check for $20.42, equivalent to the last payment she made on the account. Please allow to business days for the refund to be processedIf Ms*** needs further assistance with this matter, she can reach me by calling the Executive & Regulatory Services department toll-free at ###-###-####, ext***. I am available Monday, Tuesday, Thursday, and Friday from a.mto p.m., Central TimeSincerely, *** *Executive Services Analyst

Re: Revdex.com Case # ***,*** *** Sprint Account # XXXXX*** Sprint Case # *** To Whom It May Concern: Sprint is in receipt of
the above-referenced complaint of *** *** submitted on April 27, 2017. We appreciate your assistance in bringing our customer’s concern to our attention. According to the information received, Mr*** is dissatisfied with a third-party’s ability to access his deceased daughter’s Sprint accountMr*** requested that Sprint review this matter and allow him to take ownership of the account Sprint has reviewed Mr***’s complaint. Please note that our account transfer process for deceased individuals requires the person taking responsibility for the deceased’s account to validate the date of death of the account holder and complete a Transfer of Liability form. Once the paperwork is received by Sprint, the transfer of liability is completed. Our records indicate that Mr*** visited a Sprint retail store location on April 3, 2017, and changed the security PIN on his daughter’s account. However, a change of the security PIN will not prevent a validly submitted Transfer of Liability from being processed. Our records show that a Transfer of Liability was completed by a third-party on April 13, The third-party properly verified the deceased’s date of death and filed a Transfer of Liability form with our Customer Care group. Mr*** informed our Customer Care group that he had his daughter’s Power of AttorneyHowever, Mr*** declined to provide us with the necessary information, and he did not complete and return the Transfer of Liability form which had been provided to him on April 14, 2017, and again on April 17, We spoke with Mr*** on May 11, 2017, and relayed the above information to him. During our call, we explained that we would allow him to activate an account in his name and submit a Change of Ownership to transfer the lines of services associated with his daughter’s account to his account. This process requires Mr*** to provide Sprint with documentation of his daughter’s Power of Attorney. Sprint is committed to protecting our customers’ privacy and complying with all laws that apply to the collection, access, use, disclosure, and security of their personal information. We have safeguards in place to protect our customers’ privacy, including a policy against accessing customer information absent a legitimate business need and disclosing customer information unless authorized by the customer or otherwise permitted by law. For additional information regarding our Privacy Policy, including how we collect, access, use, disclose, and secure personal information, Mr*** may visit our website at sprint.com/legal/privacy.html After thoroughly reviewing Mr***’s concerns and our records, we have confirmed that our position regarding this matter has been addressed in accordance with Sprint policies and procedures. While we regret that Mr*** may disagree with our findings and position, we are confident that his concerns have been fully addressed to the best of our ability. We trust this letter responds to your inquiry. If we can be of further assistance, Mr*** can contact the Executive and Regulatory Services Department at ###-###-#### ext., ***. We are available Monday through Friday from 8:am to 4:pm, Eastern Time. Sincerely, /s/ Terrance *** Terrance *** Executive & Regulatory Services

May 12, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case ***, *** *** ***-*** Account XXXXX*** Case *** To Whom It May Concern:
Sprint is in receipt of the above-referenced complaint of Mr*** *** ***-***. Thank you for forwarding our customers concerns to our attention. In his inquiry, Mr***-*** indicated he signed up for new service and leased an iPhone. He started using the service and was not satisfied with the coverage. As a result, he contacted us to cancel the service but was advised he would have to pay $for his device. He stated he paid $for the phone at the point of sale, then days later received a bill for $57.67. He stated he signed up for automatic payments and we took the money but it left his bank account negative. He is requesting to return the device, receive a refund of $107, and for Sprint to waive the $device balance We reviewed Mr***-***’s account and confirmed he signed up for service on March 4, 2017, with one line of service. He also leased an iPhone SE device. He contacted customer service on March 16, 2017, to report coverage issues and a network ticket was created for further review. On March 27, 2017, our records reflect that he contacted customer service to inquire about cancelling the service on the account but decided to remain our customer During our conversation with Mr***-*** he indicated his coverage complaint is for data only, as his voice service works fine. We reviewed his data usage and confirmed that Mr***-*** used Gigabytes of data in March and over Gigabytes in April 2017. We submitted another network ticket to review his data issue. Our technical support team spoke with him on April 28, 2017, and refreshed network settings on his device. Mr***-*** was going to continue to test the updates and technical support would follow up. Our follow up calls to Mr***-*** on May and 10, 2017, were unanswered and he did not return the call Sprint is committed to providing world-class customer service, and we stand behind our commitment with a 14-day Sprint Satisfaction Guarantee return policy on all our products. Customers can return their device to the point of sale within that time period for a full refund (day of the days starts the day after activation). Sprint assesses a $restocking fee for devices and a $restocking fee for notebooks, netbooks or tablets. However, if the device is returned in its’ original unopened package, no restocking fee is charged. If the service plan required a service agreement, no termination fee is charged when a customer cancels within days of activation and the product is returned complete and undamaged. Additionally, we will refund any activation fees within three days of activation Mr***-*** is outside of our 14-day Satisfaction Guarantee return period. Should he elect to cancel his service he will be assessed a cancellation fee according to his device lease terms. We regret any inconvenience Mr*** may have experienced as a result of this matter. If he needs further assistance, he can contact me by calling the Executive & Regulatory Services department toll-free at ###-###-####, extension ***. I am available Monday through Friday between 8:a.mand 4:p.m., Central Time Sincerely, Ann HExecutive Services Analyst

October 10, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case ***, Megan NB*** Sprint Account xxxxxx Sprint Case ***
To Whom It May Concern: Sprint is in receipt of the above-mentioned complaint of MsMegan NB***. We appreciate your assistance in bringing our customers’ concerns to our attention. Based on the information provided, MsB*** states that she did not have service at her new location and needed a solution. She states she was advised to return her devices and that all fees and charges would be removed from her account. MsB*** further states that the representative advised her that she would receive a call to confirm that she returned the devices; however, after a week, she did not receive her return kit. Additionally, she states that she received a bill for $for termination fees and was advised that she was responsible for the chargesBased on the information received, when MsB*** called back to our Customer Care department, she states that she had an unfavorable customer experience while attempting to address her concerns. As a result, MsB*** requests a written response stating that the $lease cancellation charges will be removed from her account and that she will not responsible for any other charges. We spoke with MsB*** by phone and via email regarding her account billing concerns. We advised her that we have confirmed that she was informed to return her devices and that all fees would be credited. We also confirmed that she returned the devices listed on her account and applied a full credit of $to offset the cancellation fees assessed to her account. With this credit, the cancelled account is finalized and reflects a zero balance. MsB*** accepted our resolution and did not have any further concerns We regret any inconvenience this matter has caused MsB***. We appreciate her 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 that her concerns have been forwarded to the appropriate managerial staff for further review If MsB*** needs further assistance, she may contact me by calling the Executive and Regulatory Services department toll-free at 1-855-848-3280, extension 1479. I am available Monday through Friday from 8:a.mto 4:p.m., Central Time Sincerely, Alethea BExecutive 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 meThe representative, ***, was one of the nicest, most understanding people I have spoken to Thank you for handling this case
Regards,
*** ***

Re: Revdex.com Case # ***, Muriel *** Sprint Account # XXXXX*** Sprint Case # *** To Whom It May Concern: Sprint is in receipt of
the above-referenced inquiry of Muriel *** submitted on August 18, 2017. We appreciate your assistance in bringing our customer’s concern to our attention. We are pleased to inform you that we have addressed Ms***’s concern According to the information provided, Ms*** expressed her dissatisfaction with her billing address being changed without her consent. Ms*** requested that Sprint review this matter and asked that appropriate action be taken Sprint has reviewed Ms***’s complaintOur records indicate that Ms***’s billing address was changed on August 2, via Sprint.com on-line services. Our records further indicate that Ms*** corrected her billing address on August 11, In addition, she updated her security pin and question/answer. We spoke with Ms*** on August 24, 2017, and relayed the above information. During that call, Ms*** confirmed that her issue was previously addressed. However, we assisted Ms*** with revoking unwanted usernames associated with her Sprint account. Furthermore, we engaged our Fraud Management group to review her account to ensure no fraudulent activity occurred. Our Fraud Management group confirmed no fraudulent activity has transpired on Ms***’s account. Ms*** expressed her satisfaction with the resolution provided. We regret any inconvenience Ms*** may have experienced regarding this matterIf Ms*** has any further questions about this matter, we can be reached by calling the Executive and Regulatory Services Department at ###-###-#### ext***, Monday through Friday, between a.mand p.m., Central Time. Sincerely, /s/ Terrance *** Terrance *** Executive & Regulatory Services

August 12, Revdex.com of Greater Kansas City Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case ***-Rebuttal, *** *** Sprint Account xxxxx*** Sprint Case *** To Whom It May Concern: Sprint is in receipt of the above-referenced rebuttal of Ms*** ***. We appreciate your assistance in bringing our customers’ concerns to our attention and regret the circumstances that led to Ms***’ contacting your agency once again In her rebuttal, Ms*** denied knowledge of the referenced account, which was referred to an outside collection agencyShe stated that she previously had a Sprint account; however, that account was included in her bankruptcy. Ms*** is denying all knowledge of Sprint account xxxxx*** We regret any possible misunderstanding that may have occurred related to the status of Ms***’ referenced Sprint billing. As outlined in our previous response, our records reflect that Ms*** activated Sprint services on March 19, 2015, and that her Sprint account was closed due to non-payment of her past-due balance on November 9, 2016. Information regarding her past-due $1,account balance was forwarded to an outside agency for collection on that date During our July 11, 2017, conversation with Ms***, we explained the information outlined above and sustained that the account balance and subsequent collections referral are valid. Ms*** advised that she is not disputing the amount but that she was advised that she could remit payments in installments to prevent referral to the credit bureaus. Regrettably, we have no record of any payment arrangement between her and the outside collections agency assigned to her account. Further, we confirmed that we have received no payment regarding the debt in question. Unfortunately, our attempts to contact Ms*** via telephone and e-mail on August 4, and 10, 2017, to discuss her reported concerns were unsuccessful. We also mailed a letter to Ms*** at her address of record on August 10, 2017, acknowledging our receipt of her inquiry and requesting that she contact us directly for assistance with this matter. However, we have not yet received any response from her. Although we were unable to speak with Ms*** directly about her rebuttal, we believe that her reported concern has been completely addressed. However, if we can be of further assistance with this matter, or if Ms*** would like to discuss this issue in further detail, we invite her to contact me by calling our department toll-free at ###-###-####, extension ***. I am available Monday through Friday between a.mand p.m., Central Time Sincerely, Beatrice R Executive Services Analyst

August 14, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File ***-Rebuttal, *** *** Sprint Account xxxxx*** Sprint Case *** To Whom It May Concern: Sprint is in receipt of the above-referenced rebuttal submitted by Ms*** ***. We appreciate your assistance in bringing our customers’ concerns to our attention and regret the circumstances that led to Ms***’s contacting your agency once again In her rebuttal, Ms*** described unfavorable customer experiences during her attempts to address her previously-reported payment concernsShe further stated that she has not received two refunds of her referenced payment, as indicated in our response to her initial fillingMs*** requested that we terminate her services. We regret any remaining misunderstanding that may exist related to Ms***’s referenced payment dispute. As outlined in our August 1, 2017, response to her initial filing, our records reflect that we posted cash payment of $to her Sprint account on June 2, 2017, and a check payment of the same amount posted to her account on June 4, 2017. However, because we provided a refund of one of those payments, at her request, on June 8, 2017, and subsequently received notification from Ms***’s bank that the check payment was reversed, her account reflects a balance of $496.44, which is past-due. Although Ms*** posted two payments toward that balance, both payments have been reversed, and we sustain that the balance is valid. As a result, we suspended services to her Sprint account on June 9, 2017, due to non-payment of her past-due account balance We also explained that we reserve the right to suspend or terminate services due to late payment, exceeding an Account Spending Limit, or non-payment toward past-due balances. Ms*** indicated that her bank reprocessed her check payment; however, we assured her that we have no record of that action or of those funds being paid to us since our original conversation with her. While we regret that Ms*** remains dissatisfied with our response to her payment dispute, we assured her that we are unable to identify any error on the part of Sprint related to that matter. As such, we informed her that collection activities will commence for her past-due charges. If new information is received regarding this matter, we will gladly suspend collection activity once again while we further investigate We then invited Ms*** to remit a payment to satisfy her past-due account balance in order to have her Sprint services restored. Ms*** declined and reiterated her service cancellation requestWe respectfully informed Ms., *** that she is free to cancel her services at any time but that, if she elects to do so prior to the satisfaction of her existing device financing agreements, she would be responsible for any associated cancellation chargesMs*** indicated her understanding of the information provided. 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 such feedback and will utilize this input to improve our training and processes. We regret any inconvenience these matters may have caused. If we can be of further assistance with these concerns, Ms*** can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext***. I am available Monday, through Friday between 7:a.mand 4:p.m., Central Time Sincerely, Sean JExecutive Services Analyst

March 29,
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 attentionWe regret any inconvenience that she may have experienced in this matterAccording to the information provided in the complaint, Ms*** disputed phone lease charges reflected on her account for two lines of service
During our discussions with Ms***, she stated that a retail store representative advised her that the phone leases associated with each of the four phone upgrades would reflect a $monthly charge for each of the lines of serviceWe verified with her that two account lines of service reflected a valid discounted $monthly promotional phone lease for the iPhone 6sWe also advised her that the remaining two lines of service reflected a valid non promotional $phone lease for the iPhone Further, we confirmed that the four above-referenced phone lease documentation reflected the respective above-referenced monthly chargesHowever, in view of any misunderstanding in regard to this matter, we applied a $account credit to offset the $difference in the phone lease charge for each of two lines of service for the month length of the leasesShe stated that the matter was resolved
If Ms*** needs further assistance with this matter, I can be contacted by calling the Executive & Regulatory Services department at ###-###-####, ext***I am available Monday through Friday between 7:a.mand 3:p.m., Central Time
Sincerely,
Patricia S
Executive Services Analyst

April 28, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case# ***, *** L *** Sprint Account #xxxxx*** Sprint Case#*** To Whom It May
Concern: Sprint is in receipt of the above-referenced complaint of Ms*** L *** submitted on April 13, 2017. We appreciate your assistance in bringing our customers' concerns to our attention. According to the information provided, Ms*** expressed her dissatisfaction with her account being assessed $Subsidized Phone charge per month. Ms*** stated the Subsidized Phone charge was not properly disclosed to her upon updating her price plan. Ms*** requested that Sprint review this matter and adjust her account accordingly Sprint has reviewed Ms***’s complaintAccording to our records, Ms*** upgraded the device associated with phone number ending in *** on January 2, 2016. At that time, he purchased an iPhone 6s device at discounted pricing in exchange for two-year Service Agreement renewal, which expired on January 1, 2018. For details regarding your Service Agreement with Sprint, please visit www.sprint.com/termsandconditions Accordingly, continuation of utilizing Sprint services is an acceptance of the new two-year Service Agreement and any future renewals or service changes that may require new service terms. If customers terminate their Sprint services prior to satisfying the two-year Service Agreement applicable Early Termination Fees will apply; accordingly customers may visit www.sprint.com/etf for details about Early Termination Fees Our records further indicate, on March 20, 2017, Ms*** contacted our Customer Care group and requested to update her price plan to the Unlimited plan on phone number ending in ***. At that time, our Customer Care group informed Ms*** of the additional $Subsidized Phone charge that would be assessed to her accountPlease note the service plan that Ms*** selected stipulates that devices purchased at a discounted rate will be assessed a $Subsidized Phone charge per month. The Subsidized Phone charge is waived only on devices that are activated on Sprint Lease or Monthly Installment optionsBased on our review, we were unable to identify any billing errors and the aforementioned charge is valid. We spoke with Ms*** on April 18, 2017, and relayed the aforementioned information to herHowever, due to any possible misunderstanding, and in an effort to resolve this matter amicably, we offered to apply a total adjustment of $to Ms***’s account to offset the Subsidized Phone charges for six months associated with phone number ending in ***However, Ms*** did not confirm acceptance of our proposed offerShould Ms*** wish to accept our proposed offer and resolution, we urge her to contact the undersigned at the phone number noted below within days from the date of this letter. Sprint regrets any inconvenience that this matter may have caused Ms***. If I can be of further assistance, Ms*** may contact me directly at the Executive and Regulatory Services toll-free at ###-###-#### Ext***, Monday through Friday, between a.mand p.m., Eastern Time. Sincerely, /s/ *** F* FExecutive & Regulatory Services Executive Services Analyst

September 26, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case *** Sprint Account xxxxx***, *** *** Sprint Case *** To Whom It
May Concern: The above referenced inquiry of Ms*** *** has been received by our office and we appreciate your assistance in bringing our customer’s concern to our attention According to the information provided, Ms*** stated she was offered a free tablet, however is being billed for it. Ms*** is requesting to terminate service on the tablet and not be billed the associated Early Termination Fee (ETF) 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 provide. In 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 information. As stated in our Free Tablet 12-months Free Service promotion, credits will begin appearing on your second bill and will continue for months. Based on your plan, the customer will pay the first monthly charge. In addition, charges will resume in the months following your free year of service We spoke with Ms*** on September 20, to discuss her account issueBased on the information available we have advised that she was receiving a monthly promotional credit to offset the monthly service charge for the tabletHowever, due to any confusion regarding the transaction, we resolved her concerns by canceling the tablet service and waiving the valid Early Termination Fee (ETF)Ms*** confirmed satisfaction with this resolution We regret any inconvenience that this matter may have caused the Ms***. If I can be of further assistance, Ms*** can contact me by calling 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, John CExecutive 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]
II have sent you all the chat responses and I was never told about proration on the Oct conversation, but was told it was prebilled and would be getting a credit on my October conversation with the manager. I was never credited any amount of money like they said and never knew about the dollars and change until this response was sent to me. Their own supervisor told me I would be credited a month bill
Complaint: ***
I am rejecting this response because:
Regards,
*** ***

October 4, Revdex.com Ward Parkway Kansas City, MO Re: Revdex.com File ***, Justin ***
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 customers’ concerns to our attention In his complaint, Mr*** stated he canceled his account as a result of his dissatisfaction with Sprint’s coverage in his local calling area. Mr*** further expressed his dissatisfaction with the final payment that was drafted from his financial institution. Mr*** is requesting that Sprint refund the final payment, credit the remaining account balance and remove any negative reporting from the credit bureaus We regret that the coverage in Chaplin, Connecticut has fallen short of Mr***’s 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 As stated in the Terms and Conditions of Service, which can be viewed on www.sprint.com, the coverage and quality of services may be affected by conditions beyond our control. Our records reflect that Sprint provides good coverage in Mr***’s local calling area based on his address in Chaplin, Connecticut. In addition, Sprint confirms coverage based on the service address our customer provides at the time of activation. Continuation of services after the 14-day Risk Free Guarantee period constitutes acceptance of the Terms and Conditions of Services and the Service Agreement selected at the time of activation Please note that our records reflect that on September 20, 2017, the above-reference payment was refunded to Mr***’s credit card ending in ***. We have made multiple attempts to reach Mr*** regarding his concerns. We attempted to contact him via phone and e-mail on September 26, and 29, 2017. We have been unable to reach him Sprint is committed to protecting the privacy of our customers. In accordance with that commitment, we take measures to verify that a person is authorized to discuss and/or make changes to an account. Specifically, we require that each account has a PIN and that the account’s PIN or security question/answer is verified before we discuss account information or make any changes to the account. In accordance with that policy, we must first speak with Mr*** and have him provide us with the aforementioned security information before we can discuss the account or assist him with the concerns raised in his complaintWe look forward to speaking with Mr*** and encourage him to contact us at his earliest convenience We regret any inconvenience this matter may have caused Mr***. If we can be of further assistance with this matter, Mr*** can 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, Taheera LExecutive Services Analyst

May 17, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case #***, *** *** Sprint Account # xxxxx*** Sprint Case #*** To Whom It May Concern, Sprint is in receipt of the above-referenced
complaint of *** *** submitted on May 2, We appreciate your assistance in bringing our customers’ concerns to our attention Ms***’s filing expressed her dissatisfaction with the lack of coverage in her home service area of Colmar Manor, Maryland. In addition, she expressed her dissatisfaction with being advised that she would be required to extend her agreement with Sprint upon updating her price planMs*** requested that Sprint review these matters and allow her provide her with an amicable resolution and allow her to cancel without any cancellation fees. Sprint has reviewed Ms***’s complaintWe regret that the coverage in Ms ***’s service 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. Our research into this matter determined that our network serving the area near Ms***’s billing address is within Sprint’s good and was operating within parameters during the time he stated that he experienced poor service As outlined in our Terms and Conditions, the coverage and quality of wireless services may be affected by conditions beyond our control. Wireless services cannot be regularly transmitted through concrete structures such as buildings, basements, walls, and various other structures and may be adversely impacted by foliage and topography, local geographic irregularities, and other such natural events that may occur in the direct line between a customer’s device and our network towers. As such, we are unable to guarantee network coverage at any location at all times; however, once outdoors his coverage should become stronger. Our records further indicate that Ms*** upgraded the device associated with phone line ending in *** and activated a new line of service associated with phone line ending in *** on March 2, At that time, she purchased devices at discounted pricing in exchange for a two-year Service Agreement per lineShould Ms*** wish to cancel the aforementioned phone lines prior to satisfying the terms of her Service Agreements, she would be assessed a prorated Early Termination Fee per line, which are valid Further, on April 5, 2017, our records indicate that Ms*** contacted our Customer Care group inquiring about the Unlimited Freedom plan and expressed her interest in lowering the cost of her monthly recurring chargesDuring the call, we advised Ms*** that if she elected to update her price plans she would be assessed $Subsidized Phone charges per line. We regret any misunderstanding that may have occurred regarding Sprint’s billing practices, specifically regarding the $Subsidized Phone charge. However, if Ms*** elected to update her plans and elect to purchase devices at subsidized pricing with the acceptance of a two-year Service Agreement she would be assessed a $Subsidized Phone charge per line/per month, pursuant to the terms associated with the selected price planPlease be advised that customers who purchase devices via our Monthly Installment or Lease options are not assessed this fee. Additional details regarding our price plans and the associated Subsidized Phone Charges is available on our website, www.sprint.com/plans Furthermore, on November 25, 2016, Ms*** upgraded the device associated with phone line ending in *** via Sprint’s Monthly Installment Billing programSprint 24-Month Installments is a device installment agreement that gives new and existing customers an affordable option to activate/upgrade to a Smartphone, feature phone or tablet device. Customers simply purchase an eligible device with no or a variable down payment, depending on device, and agree to monthly installment payments for each financed device. There are no service discounts for devices purchased through Sprint 24-Month Installments and at the time of purchase the customer will be required to pay all applicable sales tax against the Suggested Retail Price (SRP) as well as any applicable down payment for any device being purchasedFor additional information and eligibility requirements customers can visit www.sprint.com/easypayShould Ms*** wish to cancel phone line ending in *** prior to completing the terms of the Installment Billing Agreement, she will be assessed an Installment Billing accelerated cancellation charge, which is valid We spoke to Ms*** on May 4, 2017, and discussed our findings in detail and relayed the aforementioned information to herMs*** confirmed her understanding of the benefits of our new price plans. Although we are unable to identify any billing errors, to mutually resolve this matter we offered and Ms*** accepted a one-time courtesy adjustment of $Ms*** expressed her satisfaction with the resolution provided to her We regret any inconvenience that Ms*** may have experienced while attempting to resolve the aforementioned concerns. If we can be of further assistance, Ms*** can reach us by calling the Executive & Regulatory Services department toll-free at ###-###-####, ext***. I am available Monday through Friday from 7:a.mto 4:p.m., Eastern Time Sincerely, /s/ Regina SExecutive Services Analyst

October 12, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File ***, Omar *** Sprint Account XXXXX***
Sprint Case *** To Whom It May Concern: Sprint is in receipt of the inquiry filed with your office by MrOmar ***. We appreciate the opportunity to address his concerns. Based on the information provided in Mr***’s inquiry, he advised that he purchased an iPhone Plus device from Apple, and he has requested that we unlock this device or provide him a refund for the amount he paid for the device. Unlocking a device is a general term that refers to one or more types of device unlockingMSL 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 networkUnlocking also refers to enabling the SIM slot of the device to allow another carrier’s SIM card to be inserted (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/unlockSprint 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; and The device has been active on the Sprint Network, currently or in the past, for a minimum of daysWe confirmed that Mr***’s iPhone Plus device associated with the phone number ending in *** is eligible for SIM unlocking. Please note that the SIM unlock information was transmitted to this device on October 9, 2017. Mr*** also sent us an email dated October 11, 2017, and confirmed that he was able to activate this phone with his new carrier, and that this matter has been resolved. We appreciate Mr*** taking time to provide details of his experience with Customer Service and store 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 this matter may have caused Mr***. If he needs further assistance with this matter, he can contact me toll-free at ###-###-####, ext***. I am available Monday, Tuesday, Thursday, and Friday from a.mto p.m., Central Time Sincerely, Michal MExecutive Services Analyst