Sprint Corporation

July 17, 2017 Revdex.comWard Parkway, Suite 401Kansas City, MO 64114 Re: Revdex.com Complaint ID *** Sprint Account XXXXX***, *** *** Sprint Case *** To Whom It May
Concern: Sprint is in receipt of the above-referenced complaint of Ms*** ***, submitted on June 29, 2017. We appreciate your assistance in bringing our customers’ concerns to our attention. According to Ms***’s complaint, she states that she has been paying $per month over the last months for line ending in 0786, and the device was not in useMs*** is requesting a credit of the $over the last months for the line in question Our office received e-mail correspondence from Ms*** on July 12, 2017, regarding her concernsShe advised that this matter has been resolved, as she opted to cancel her servicesWe have reviewed the account in question and confirmed that the account is currently in a suspended status and has not been cancelledShould Ms*** want to discuss this matter further, she can contact our office directly at her earliest opportunity. We appreciate Ms*** for taking time to provide details of her experience with our customer service 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. Sprint is committed to protecting the privacy of our customers. In accordance with that commitment, we take measures to verify that callers are authorized to discuss and/or make changes to an account. Specifically, we require that each account has a PIN and that the PIN is verified by the account holder or an individual authorized to have access to the account before we can discuss sensitive account information or make any changes to the account. If the PIN cannot be provided, other specific identifiers may be required to discuss the account information or to implement the changes being requested. Therefore, Ms*** can contact us at the number provided below at her earliest convenience to complete the authentication of her account so that we can address her concerns. We regret any frustration this matter may have caused. If I may be of further assistance regarding this matter, Ms*** can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, extension ***. I am available Monday, Tuesday, Wednesday, and Friday between 8:a.mand 5:p.m., Central Time. Sincerely,LaToyaP.LaToya P.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
Regards,
Stephanie ***

[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,
Douglas ***

June 16, 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 of Ms*** *** regarding his Sprint account. We appreciate your assistance in bringing our customers’ concerns to our attention. According to the information received, Ms*** states that she cancelled her account in May 2017, and she has called in several times to obtain a copy of her final bill to turn into her present carrierShe further states that she has still not received her final billAs a result, Ms*** is requesting a copy of her final bill or for Sprint to waive the charges for cancelling her account We spoke with Ms*** on June 10, 2017, and reviewed her accountWe were able to confirm that her current billing statement does show the Lease Cancellation charges and Lease Purchase options charges for cancelling her two lines of serviceAdditionally, we have sent a copy of Ms***’s current billing statement to her current billing address on file, and she should receive the bill by June 14, Ms *** states that these actions have resolved her concerns We regret any inconvenience that Ms*** may have experienced as a result of this issue. If I may be of further assistance with this matter, Ms*** can reach me by calling Sprint’s Executive and Regulatory Services Department toll-free at ###-###-####, ext***. I am available Monday, Tuesday, Thursday and Friday between 7:a.mand 5:p.m., Central Time Sincerely, Leland *** *Executive Services Analyst

July 6, Revdex.com Ward Parkway Kansas City, MO Re: Revdex.com File ***, *** ***
Sprint Account XXXXXX*** Sprint Case # *** To Whom It May Concern: Sprint is in receipt of the above-referenced complaint. We appreciate your assistance in bringing our customers’ concerns to our attention According to his complaint, Mr*** stated that an unauthorized line of service was added to his account. According to Mr***, he has been getting billed for the unauthorized line of service since January Mr*** is requesting that Sprint review this matter and adjust his account accordingly Sprint has reviewed Mr***’s complaint. Our records reflect that on February 18, 2017, while processing an upgrade for Mr***’s phone number ending in ***, due to a clerical error, phone number ending in *** was added to Mr***’s account on a month Lease agreement. Thereafter, on February 22, 2017, the disputed Lease Agreement on phone number ending in *** was canceled and credited. However, the line of service inadvertently remained active On June 8, 2017, Sprint reviewed Mr***’s account, canceled the line of service for phone number ending in *** and applied a credit to Mr***’s account to credit the cost of the disputed monthly recurring charges During June and July 2017, Sprint made several attempts to reach Mr*** at the phone number provided in his complaint, to no avail. If Mr*** would like to follin regard to this matter, we urge him to contact the undersigned 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, /s/ Taheera L Taheera LExecutive Service Analyst

November 1, 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 inquiry filed by Ms*** ***We appreciate your assistance in bringing our customers’ concerns to our attention. According to the information provided in Ms***’ inquiry, she advises that she was told by our representatives if she upgraded with a two-year agreement via our website to an iPhone 6, that the $Subsidized Phone Charge (SPC) is waived. Therefore, Ms*** is requesting that we review this matter, and remove these fees from her account. We have reviewed the account and find that Ms*** upgraded two of her phones on September 17, 2016, and accepted two-year Service Agreements on both lines. As a result of these agreements, the phones are deeply discounted. Therefore, an additional $monthly SPC per line is billed when a discounted device is activated on phone lines with her current service plan. Customers can find the full details of the fee online at www.sprint.com. Due to any miscommunication or misinformation that may have been provided regarding the $SPC, we applied credits to Ms***’ account totaling $to offset the SPC plus applicable taxes that are reflected on the October invoice. Further, we waived the SPC for her two phone lines ending in *** and *** contingent upon them remaining on the current shared plan. Please note that any future upgrades via a two-year Service Agreements are subject to the SPCWe understand that this has been a frustrating experience and greatly appreciate the opportunity to rebuild Ms***’ faith in Sprint. In appreciation of Ms***’ continued patronage, we applied a one-time $account creditWe appreciate Ms***’ patience and business, and regret any inconvenience she may have experienced as a result of this matter. If she needs further assistance, she can contact me by calling the Executive & Regulatory Services department toll-free at ###-###-####, extension ***. I am available Monday, Tuesday, Thursday, and Friday from 7:a.mto 5:p.m., Central Time. Sincerely, Michal MExecutive Services Analyst

July 31, 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 Ms*** ***. We appreciate you bringing our customers’ concerns to our attention. According to the information provided, Ms*** stated that her bills are higher than anticipatedAdditionally, Ms*** stated that she would like her previous employee discount reinstated. As stated in our Terms and Conditions, Sprint bills in monthly increments and payments are due as stated on your bill. If payment is not received in full by the due date on your bill, late fees may be assessed, in amounts up to the maximum amount permitted by law in the state of your billing address During our conversation with Ms***, we advised that her balance is consistently past due. Additionally, between January and July 2017, two payments were returned as insufficientMs*** requested to cancel two lines of services, each with an active lease agreementAlthough, she is outside of our Returns Policy period, we mailed Ms*** two postage paid kits to facilitate the return of those devices. We advised that contingent upon our confirmation of receipt of both devices in our warehouse, and in good condition, within the next ten days, we will credit both the lease cancelation and device purchase chargesIn accordance with Ms***’s request, we have attached a chart that summarizes her carryover balances, current charges, payments, adjustments, late fees and ending balances from January to July 2017. In order to receive a Sprint Discount Program discount, upon activating new Sprint services, customers must provide proof of eligibility within days, be on a qualifying rate plan and must continue to revalidate that they remain eligible for this discount. Starting on July 29, 2012, customers are required to revalidate their eligibility for the discount when upgrading a device on subscriptions with an existing discount, and for subscriptions when months has passed since their previous validation. Once eligibility is validated, customers are not prompted to validate eligibility again for at least months. During our conversation with Ms***, we informed her that to reinstate her employer discount, she will need to visit www.sprint.com/verify and submit the requested information for review. If approved, Ms*** may receive a credit of up to $per active line of service If we may be of further assistance with this matter, Ms*** can reach me by calling the Executive & Regulatory Services department toll-free at ###-###-####, ext***. I am available Monday through Friday from a.mto p.m., Central Time Sincerely, Kala C Executive Services Analyst Enc *See Adjustment Chart for Details Adjustment Chart Adjustment Amount Date Added Adjustment Type

March 14, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Inquiry ***, ***, *** Sprint Account xxxxxx*** Sprint Case *** To Whom It May
Concern: Sprint is in receipt of the above-referenced inquiry of Mr*** ***, which was forwarded to the Executive & Regulatory Services department for review. We appreciate your bringing our customers’ concerns to our attention In the information provided, Mr*** states that he activated five lines of service with Sprint by visiting one of our retail stores to port his numbers, and he also activated service with his own devices. Mr*** states that he was never able to use his devices on the Sprint network; therefore, he ported four of the five numbers he activated with Sprint to another mobile carrier. Mr*** states that he requested that the fifth line of service be canceled; however, the number is still active. As a result, he is requesting that the one line of service remaining with Sprint be canceled, and he is requesting that no charges be assessed since he was unable to use the service We regret any possible misunderstanding that may have occurred regarding this issue. Based on a review of our records, we confirmed that four of the lines of service on Mr***’s account ported as he requested. Further review of our records determined that the line of service remaining on the account ending in *** has been set to cancel at the end of the billing cycle, March 24, 2017. Since four of the numbers have already ported, and in an attempt to immediately resolve this matter fully, we canceled the line of service ending in *** effective March 13, 2017, and we applied a $credit to Mr***’s account to offset a portion of the $balance. A pending credit of $is also reflected on his account; therefore, when the next invoice generates, the two above-referenced credits will negate the $balance, and Mr***’s account will be in final status with a zero balance We regret the circumstances that led to Mr***’s decision to cancel his service, and we regret any inconvenience he may have experienced while attempting to resolve his account concerns. Should there be any additional questions regarding this matter, I can be reached by calling the Executive & Regulatory Services department toll-free at ###-###-####, ext***. I am available Monday through Friday between 7:a.mand 3:p.m., Central Time Sincerely, Bridgette FExecutive Services Analyst

December 4, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Inquiry ***, Dennis AF* Sprint Account xxxxx*** Sprint Case *** To Whom It
May Concern: Sprint is in receipt of the above-referenced complaint of Dennis AF* submitted on November 20, 2017. We appreciate your assistance in bringing our customers' concern to our attention. According to the information provided, MrF* stated that he encountered an unfavorable customer service experience while attempting to resolve his concerns. MrF* stated that he would like to extend the terms of his existing price plan; however, Sprint has denied his requestTherefore, MrF* requested that Sprint review this matter and provide him with an amicable resolution Sprint has reviewed MrF*’s complaint. 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 According to our records, MrF* established service with Sprint on November 26, 2015, by portiphone lines ending in 7015, 3306, 3677, and Subsequently, MrF* updated his price plan on the aforementioned phone lines to Sprint’s 50% off competitor 4GB plan on December 1, 2015, with a monthly base rate totaling $per month which includes unlimited talk and text. Please note effective November 20, 2015, customers porting in from select wireless carriers may be eligible to participate in the 50% off competitor plan. To participate in the 50% off competitor plan, qualified customers must poa new line of service to Sprint during the promotional period, with non-discounted equipmentThis special half-off competitor plan pricing includes unlimited talk & text, and Data shares across eligible phones and tablets through Sprint Mobile Hotspot service contributes to shared data allowance and on-network data overage $per gigabyte For more information about Sprint’s 50% competitor plan promotion, please visit www.sprint.com/halfprice. This offer is scheduled to expire on January 31, 2018, as noted on his monthly billing statements Based on our account review and the terms associated with his selected price plan, we must respectfully deny MrF*’s request to extend the terms of Sprint’s 50% off competitor plan. We spoke with MrF* on November 29, 2017, and relayed the aforementioned information. We also informed him that the aforementioned details are reflected on his monthly billing statements and were provided to him in the transaction summary when he activated his services with us. In an effort to resolve this matter, we offered to update his price plan on the aforementioned phone lines to Sprint’s Unlimited Freedom plan, which is the next available plan option for MrF*’s account; however, he declined to update his price plan and expressed his dissatisfaction with our positionIn addition, he no longer wished to further discuss this matter with usWhile we regret that MrF* may disagree with our position and proposed resolution, we are confident that his concerns were addressed to the best of our ability We appreciate MrF* taking time to provide details of his experience with SprintWe are continually striving to improve the quality of service provided to our customers. Please be assured that we value MrF*’s feedback and that his concerns will be forwarded to the appropriate managerial staff for further review We regret any inconvenience this matter may have caused MrF*If we may be of further assistance with this matter, MrF* can contact me by calling our Executive and Regulatory Services Department toll-free at 1-844-282-extension ***. We are available Monday through Friday between 8:a.mand 5:p.m., Eastern Time Sincerely, /s/ Romualdo FRomualdo FExecutive Services Analyst

May 17, Revdex.com Ward Parkway, Suite 401 Kansas City, MO Re: Revdex.com Case ***, *** *** Account xxxxx*** Sprint Case
*** To Whom It May Concern: Sprint is in receipt of the above inquiry. We appreciate your assistance in bringing our customers’ concerns to our attention. According to the information provided, Ms*** stated that she accepted a promotional offer for a free tablet with a qualifying plan. She stated that she was informed that the monthly service charge would be $40, and the activation fee waived. Ms*** stated that she was charged $instead of $for the tablet. As a result, she is requesting to cancel service on the tablet, be allowed to return it and credit applied for cancellation charges and the $on her current bill. 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 pricingEffective 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 Based on our review, our records reflect that on April 7, Ms*** accepted offer for a free tablet after applying a monthly service credit. She agreed to a $monthly recurring charge; however, she requested to return the tablet and as a result of her cancellation request on May 3, 2017, the lease agreement was cancelled and automatically billed the remaining monthly lease payments due and the Purchase Option price in accordance with the Lease Agreement. Further, our records show that upon the return of the tablet to our warehouse, a credit was applied on her account toward the lease cancellation and purchase option price for the returned tabletAs a result, the account reflects a balance due of $148.76. We also confirmed that the activation fee was waived. On May 17, 2017, we made an unsuccessful attempt to follwith Ms*** in order to provide her the above information, however, we did not receive a response. We regret any inconvenience this matter may have caused. If Ms*** concerns remain unresolved, she can contact our office toll-free at ###-###-####. I am available Monday through Friday, from a.mto p.m., Central Time Sincerely, Beatrice R Executive Services Analyst

April 13, 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 *** *** submitted on March 20, 2017. We appreciate your assistance in bringing our customer’s concerns to our attention Ms***’s filing expressed her dissatisfaction with her account being assessed a Lease Device Purchase Amount charge, upon cancelling service with Sprint. According to Ms***, she expressed her dissatisfaction with the inability to receive a return kit, enabling her to return the device in exchange for the waiver of the referenced chargeMs*** further stated that she has had an unfavorable customer service experience while addressing her account concernsMs*** requested that Sprint review this matter and assure that her account is adjusted accordingly Sprint has reviewed Ms***’s complaint. Please note that once the customer’s leased device is cancelled, the account is assessed the Lease cancellation and/or Lease Device Purchase charges. Though the Lease Cancellation and/or Lease Device Purchase Amount charges are charged to the account, the charges will not become due until the customer’s next bill cycle due date. We further note that once Sprint receives the current device at our Returns warehouse, the Lease Device Purchase charge will be waived Our records reflect that on March 28, 2017, Ms***’s returned device was processed at our Returns warehouse and a credit was applied to her Sprint account to offset the cost of the Lease Device Purchase charge, which will appear on the April 12, billing statement In an effort to ensure that Sprint has satisfactorily addressed Ms***’s account concerns, we attempted to contact her via phone and email on March 22, and of 2017, and mailed a letter to the address on file on March 27, 2017, advising receipt of her complaint and the need to speak with her directlyUnfortunately, we have not received a return call from Ms***. Therefore, we continued with our contact efforts to Ms*** on April and of 2017, without successShould Ms*** require further assistance with this matter, we urge her to contact the undersigned directly at the phone number noted below at her earliest convenience Sprint is committed to protecting the privacy of our customersIn 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 Ms*** and have her provide us with the aforementioned security information before we can discuss the account or assist her with the concerns raised in her complaintWe look forward to speaking with Ms*** and encourage her to contact us at her earliest convenience We appreciate Ms*** taking time to provide details of her experience with our Customer Care group. We are continually striving to improve the quality of service provided to our customers. Please be assured that we value Ms***’s feedback and that her concerns will be forwarded to the appropriate managerial staff for further review We regret any inconvenience Ms*** may have experienced while attempting to resolve this issue. If I can be of further assistance with this matter, please contact the Executive & Regulatory Services Department toll free at ###-###-####, extension ***. I am available Monday through Friday, from 8:a.mto 4:p.m., Eastern Time Sincerely, /s/ Taheera L Taheera LExecutive & Regulatory Service

June 29,
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 June 22, We appreciate your assistance in bringing our customer’s concern to our attention
According to the information provided, Ms*** stated that she had an unfavorable customer experience while attempting to address her equipment concernMs*** expressed her dissatisfaction with the inability to receive a valid Proof of Purchase regarding her iPhone 5s Gray 16GB device associated with phone number ending in ***, after she established services with SprintMs*** further stated that she was attempting to reset the aforesaid Apple device and the manufacturer, Apple would not assist her without a Proof of Purchase with Sprint’s Letterhead in a document form such as PDF fileMs*** requested that Sprint review this matter and provide her with an acceptable Proof of Purchase
Sprint has reviewed Ms***’s complaintOur records reflect that Ms*** purchased an iPhone 5s Gray 16GB device associated with phone number ending in *** at discounted pricing in exchange for a two-year Service Agreement on October 1, For details regarding Sprint’s Service Agreement, please visit www.sprint.com/termsandconditionsAccordingly, 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 termsIf 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
We spoke with Ms*** on June 27, 2017, to discuss her concern in detail and relayed the aforementioned informationDuring our discussion, we advised that we would prepare a document with the relevant information from our order records with specific regard to her purchase of the iPhone 5s Gray 16GB device associated with phone number ending in *** at discounted pricing in exchange for a two-year Service Agreement on October 1, MsMarshal confirmed that she was satisfied with our resolution and had no further concerns
We appreciate Ms*** taking time to provide details of her 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 Ms***’s feedback and will utilize this input to improve our training and processes
We regret any inconvenience this matter may have caused Ms***If we can be of further assistance, Ms*** can contact me directly by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####I am available Monday through Friday between a.mand p.m., Central Time
Sincerely,
David H
Executive Services Analyst

April 28, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case ***, *** *** Sprint Account xxxxx*** Sprint Case ***
To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of Mr*** ***. We appreciate your assistance in bringing our customers’ concerns to our attention. In the information provided, Mr*** stated that he upgraded his devices with an offer of percent off each device’s monthly charge and that he would continue to receive an additional $monthly loyalty credit he is already receiving per deviceMr*** stated that his recent upgrade resulted in a monthly billing increase of $91, and as a result, he is requesting to have the outlined promotional credits awarded We regret any possible misunderstanding regarding this matter. Our records reflect that on December 17, 2016, Mr*** completed a device upgrade for his lines at one of our Sprint retail storesAll of the lines were provisioned with our $Loyalty credit with an Installment Billing Agreement (IBA); however, only phone ending in *** was provisioned with our percent off Galaxy Supgrade offer, as it was the only line of service eligible for this offerAccordingly, we have confirmed that the $Loyalty credit has been awarded accurately since the upgrades were completed. However, we further confirmed that the percent off IBA offer for line ending in *** has not awarded because both offers are not combinableFurthermore, our $Loyalty credit with an IBA offer is contingent upon the account remaining on one of our legacy plans; however, in order for the percent IBA offer to be awarded, the service plan would have to be updated to one of our current service plans which would result in a bill increase for Mr*** During our discussion with Mr*** on April 26, 2017, we explained our aforementioned findings. Although we were unable to identify a Sprint error regarding this matter, in an effort to reach an amicable resolution, and in appreciation for Mr***’s tenure with us, we offered to apply a one-time credit to his account totaling $to offset the monthly credit of $that would have been awarded by the percent off IBA offerWe are pleased to inform you that Mr*** accepted our offer and expressed his satisfaction with our handling of this matter. Accordingly, we consider this matter fully addressed and resolved. We regret any inconvenience these matters may have caused Mr***, and we appreciate his continued business. 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 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:
What an awful, self-promoting letter from SprintToo bad they don't talk about the twice weekly or more harassing phone calls they continued to make to merely tell me they were working on it but still hadn't made progress due to terrible customer service record keeping and accounting practicesAdditionally, it's too bad they failed to mention that they refuse to communicate in writingSee prior sentence.I received my refund days agoFinallySprint should fire all their "customer service" agents and start from scratchTheir business model is shameful
Regards,
*** ***

August 9, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File *** Sprint Account XXXXX***, *** *** Sprint Case
*** To Whom It May Concern: Sprint is in receipt of the above inquiry filed by Mr*** ***. We appreciate your assistance in bringing our customers’ concerns to our attention. According to the information provided in Mr***’s complaint, he has not yet received a refund for equipment he returned during the Sprint Satisfaction Guarantee time period. As a result, Mr*** is requesting that the refund be processed immediately We contacted Mr*** and apologized for any inconvenience this matter may have caused him. Our records indicate that Mr*** paid $at the original point of sale and that amount was originally refunded by check in June 2017; however, the check was mailed to the address on Mr***’s account, which was determined to be incorrect. As a result, we stopped payment on the check and issued a new check on August 2, 2017, that was mailed to the updated address Mr*** provided. As a result, the issue is now resolved We thank Mr*** for trying our service. If he has any further questions regarding this matter, 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

February 15,
Revdex.com
Ward Parkway, Suite
Kansas City, MO
Re: Revdex.com Case ***, *** ***
Sprint Account xxxxx***
Sprint Case ***
To Whom It May Concern:
Sprint is in receipt of the above-referenced inquiry of Mr***
***We appreciate your assistance in bringing our customers’ concerns to our attention
In the information provided, Mr*** expressed his dissatisfaction with the length of time taken to receive a refund for his recalled Samsung Galaxy Note device that he returned to one of our retail locations in December Mr*** requested that we provide the refund owed to him
We regret any delay that may have occurred in providing Mr***’s requested refundSprint has no higher priority than our customers, and customer safety while using our products is synonymous with that prioritySprint worked closely with Samsung to notify customers of the potential battery issue with the Samsung Galaxy Notedevice and to ensure that options were in place for customers who purchased that model to immediately exchange to a different device model
Our records reflect that Mr*** returned his referenced device to one of our retail locations on December 14, At that time, we took action to cancel the 24-month term agreement associated with that device to prevent the assessment of any Early Termination FeePursuant to the terms of the manufacturer’s recall, the replacement Samsung device model he purchased was offered at a deeply discounted, subsidized price associated with a new 24-month term agreement to be satisfied December 13, Our records further reflect that the $refund for Mr***’s returned device was processed by our Finance department on February 10, 2017, subsequent to our confirming its receipt in our warehouse
Our attempt to contact Mr*** on February 10, 2017, was unsuccessful; however, we left a detailed message at his daytime telephone number and sent an e-mail to him advising him of the actions noted aboveWe also advised him that most banks normally post the transaction to customer accounts within five business days but that some institutions, such as credit unions and smaller banks may take longerThat same day, we received an e-mail acknowledgement from Mr*** of his satisfaction of our resolution
We appreciate Mr***’s 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 customersPlease be assured that we value customer feedback and will utilize his input to improve our customer service training and processes
We regret any inconvenience these matters may have caused but are pleased that we were able to resolve Mr***’s reported concerns to his satisfactionIf we can be of further assistance with these issues, Mr*** can contact me directly by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext***I am available Monday and Wednesday through Friday between 7:a.mand 6:p.m., Central Time
Sincerely,
Linda W
Executive Services Analyst

June 23, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Inquiry ***, ***, *** Sprint Account xxxxx*** Sprint Case *** To Whom It May
Concern: Sprint is in receipt of the above-referenced inquiry of Ms*** ***, which was forwarded to the Executive & Regulatory Services department for review. We appreciate your bringing our customers’ concerns to our attention. In the information provided, Ms*** stated that she switched to Sprint and traded in her device via the contract buyout offer. However, the Sprint service was not to her satisfaction; therefore, she ported her number to another mobile carrier within the Sprint Satisfaction Guarantee period. Ms*** further stated that she was informed by one of our representatives that she would still receive the applicable reward card for switching to Sprint and turning in her device; however, she has not received the reward card. Ms*** indicated that she has had an unfavorable customer experience, and as a result of this matter, she is requesting Sprint to honor the reward card she was promised We regret any possible misunderstanding that may have occurred regarding this issue. We communicated with Ms*** on June and June 12, 2017, regarding her account concerns, and we informed her that a reward card has been processed. She should receive a reward card in the amount of $between June and June 18, 2017. We also provided her with the toll-free number to American Express to check the status of the reward card should it not arrive. Ms*** confirmed that she is satisfied with the resolution We regret Ms***’s decision to cancel her service and any inconvenience that this matter may have caused. Should there be any additional questions or concerns with this matter, we can be reached by calling the Executive & Regulatory Services department toll-free at ###-###-####, ext***. I am available Monday through Friday between 7:a.mand 3:p.m., Central Time Sincerely, Bridgette FExecutive Services Analyst

[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
Upon receipt of my complaint, Mr*** *** promptly called me and said that a Sprint phone was being sent. I looked at his Revdex.com complaint response; there was one error in his statement about my complaint. I had said: “My *** *** phone has intermittent problems which began Aug 2016. It would not turn on or wouldn’t always stay on. At one point a ‘system error’ was displayed.” I did not say that the “*** *** device is shutting off and turning on by itself.” On September I called Sprint PCS Customer Service @ *** to activate our new phone; *** answered. She was very nice but said that she couldn’t activate the Sprint phone because it wasn’t a consumer account; she further said that the Pioneer Plan was ended a few years ago. After I told her that I had received the phone only after writing the Revdex.com, and told her that if she couldn’t help me that I would follow up with *** ***, she made a call, and that the local Sprint Store in Carmel Mountain, where I had begun my efforts to correct this problem, would activate the unit. I drove over to the Sprint Store. *** assisted me, ensuring that there wouldn’t be an activation fee, and did a great job.I am NOT wanting to go through this trek again. It is my hope that Sprint will live up to our agreement in the future
Regards,
*** ***

January 30, 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 has been forwarded to our office for review. We appreciate your assistance in bringing our customers’ concerns to our attention According to the information provided, Ms***-*** is dissatisfied with her customer experience while trying to address concerns with her deviceMs***-*** stated that she was experiencing issues with her device and attempted to have her local service and repair store assist with backing up her device information; however, was informed due to the device not powering on, backup could not be performed. She also stated that she attempted to complete an upgrade online; however, she was unable to do so as her account profile was incorrect, and as a result, she visited her local Sprint store to complete the upgrade and therefore was unable to take advantage of the waiver of the online upgrade fee waiver promotion. As a result, she is requesting an account credit of $ All new Sprint devices and/or Mobile Broadband devices come with a limited one-year manufacturer’s warranty. Sprint customers are also given the option to subscribe to our Total Equipment Protection (TEP) option within the first days of activating a new device. TEP provides Sprint customers with a cost efficient way to protect themselves against loss, damage, and wear and tear to their device that is not covered under the provisions of the limited one-year manufacturer’s warranty Ms***-*** subscribes to Sprint Total Equipment Protection (TEP) on her phone line ending ***. Therefore, if the problem with Ms***-***’s device is covered under the Equipment Service & Repair Program (ESRP) portion of TEP, her device will be repaired or replaced at no charge at a Sprint service and repair center for the first two visits. Ms***-*** will be charged $for each subsequent visit to a Sprint service and repair center, if her device requires repair or replacement within a rolling 12-month period If the problem with Ms***-***’s device is covered under the Equipment Replacement Program (ERP) insurance portion of TEP, she may contact Asurion, the program administrator, to file a claim. A $up to a $deductible, depending on the device model, is required at claim approval. Further details regarding TEP and the coverage’s under ESRP and ERP may be found at www.sprint.com/tep After review of Ms***-***’s account and replacement concerns, we have confirmed that she completed an upgrade to a new device on January 13, While we believe the matter has been resolved, we tried to contact Ms***-*** in response to her Revdex.com inquiry, but were unsuccessful in reaching her and we invite her to contact us at her earliest convenience if she would like to discuss the matter. We regret any inconvenience that these matters may have caused. If I can be of further assistance, Ms***-*** can reach me at the Executive & Regulatory Services department toll-free at ###-###-####, pin ***. I am available Monday through Friday, between 7:a.mand 3:p.m., Central Time Sincerely, John CExecutive Services Analyst

June 1, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case
***, *** *** Sprint Account xxxxx*** Sprint Case *** To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of Mr*** ***. We appreciate your assistance in bringing our customers’ concerns to our attention. In the information provided, Mr*** described an unfavorable customer experience at one of our service and repair locations when he attempted to have his device’s cracked screen repaired, advising that he was initially advised by the person who greeted him that it could be replaced but was later referred by the technical agent to Asurion, our equipment insurance vendor, to file a claim. Because Asurion representatives referred him to a different service and repair location, Mr*** was successful in having his device repaired, but he is dissatisfied with the delay and misinformation provided to himHe requested that we provide a $account credit to offset the repair fee as reimbursement for his time spent We appreciate Mr***’s taking time to provide details of his experience with our referenced service and repair location. We are continually striving to improve the quality of service provided to our customers. Please be assured that we value customer feedback and that Mr***’s concerns were forwarded to the appropriate managerial staff for further review During our May 26, 2107, conversation with Mr***, we thanked him for his candid feedback related to his experience. He expressed his satisfaction with our taking note of his interaction and forwarding his concerns to the appropriate management staff. We informed Mr*** that, as outlined in our Terms and Conditions of Services, we do not provide compensation for time spent addressing account or equipment concerns; however, as a demonstration of our commitment to excellence, we offered a $courtesy service credit due to the misinformation provided to him by our staff. Mr*** accepted, and we applied the credit as agreed We regret any frustration this matter may have caused but are pleased that we were able to resolve Mr***’s reported concern satisfactorily. If he has any further questions regarding this issue, he can contact me directly by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext***. I am available Monday and Wednesday through Friday, between a.mand p.m., Central Time Sincerely, Linda W. Executive Services Analyst