Sprint Corporation

Tell us why here May 24,
Consumer Specialist
Kansas City Revdex.com
Ward Pkwy, Suite
Kansas City, MO
Re: Revdex.com Case ***, *** ***
Sprint Account xxxxx***
Sprint Case ***
To Whom It May Concern:
Sprint is in
receipt of the above-referenced complaint of Mr*** *** submitted on May 4, We appreciate your assistance in bringing our customer’s concern to our attention
Mr***’s filing expressed his dissatisfaction with the inability to receive e-mail notifications from Sprint regarding his account as part of Sprint’s electronic billing (E-bill) programMr*** stated that he attempted to contact our Customer Care group with the intent to resolve this matter; however, he was unable to bypass Sprint’s Interactive Voice Response (IVR) system to speak with a Customer Care representativeMr*** requested that Sprint review this matter, resume receipt of his paper billing statements
Sprint has reviewed Mr***’s complaintAccording to our records, on August 4, 2014, Mr*** enrolled his account in Sprint’s electronic billing (E-bill) programPlease note that E-bill provides our customers with a no cost, convenient option to access up to eight years of invoices hours a day online at www.sprint.comCustomers can also access a detailed image of their most recent invoice via Sprint Zone from their device, and it is in the same format as the paper invoice that was previously mailedE-bill customers are also sent an e-mail reminder alerting them when their invoice is ready to viewCustomers have the option to select the best method of invoicing for their needsCustomers can opt out of e-bill and receive a paper invoice by updating their billing preferences via www.sprint.com
We confirmed that no changes were completed on Mr***’s account regarding his billing preferencesTo address Mr***’s concerns, on May 23, 2017, we applied a credit to his account to offset the late fees as reflected on the March and April billing statements
We regret the inconvenience that Mr*** may have experienced while attempting to speak with a representative from our Customer Care group, please note we have streamlined our internal processes, to maintain our commitment to world-class customer service, we offer various automated services that allow you to avoid waiting to speak to a representativeCustomers may visit our web site, www.sprint.com, and login to their MySprint account to perform general account maintenance and to make paymentsCustomers may also use your Sprint device to access our automated services, such as the Sprint Zone app, dialing *for general information, dialing *to make payments, and dialing *to obtain estimated minute usage and account balance information
In order to ensure a satisfactory and mutually acceptable resolution, we attempted to contact Mr*** via phone and e-mail on May and of 2017, and mailed a letter to the address on file on May 11, 2017, advising him of our receipt of his complaint and our need to speak with him directlyUnfortunately, we were unable to reach him directlyTherefore, we continued our contact efforts to Mr*** on May 15, and of 2017, without successShould Mr*** require further assistance with this matter, we encourage him to contact the undersigned directly at the phone number noted below at his 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 accountSpecifically, 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 accountIn 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 his with the concerns raised in his complaintWe look forward to speaking with Mr*** and encourage him to contact us at his earliest convenience
If Ms*** would like to further discuss this matter, he can contact the Executive and Regulatory Service Department toll free at ###-###-####, ext***I am available Monday through Friday, from a.mto p.m., Eastern Time
Sincerely,
Cheryl S
Executive and Regulatory Analyst

August 8, 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 of Ms*** *** filed on behalf of Sprint accountholder Mr*** ***. We appreciate your assistance in bringing our customers' concerns to our attention, and we regret the circumstances that led to Ms***’s contacting your agency once again. In her rebuttal, Ms*** stated her dissatisfaction with information included in our response to her previous filing, advising that her data roaming services are suspended after GB of usage although we have informed her that Mr***’s rate plan allots GB of data roaming. We regret any remaining misunderstanding that may exist related to Mrand Ms***’s data roaming usage and rate plan allotment. During our August 7, 2017, conversations with Ms***, we explained that Mr***’s current rate plan allows up to MB of data roaming per line per monthHowever, it is important to note that data roaming is available contingent upon multiple factors beyond the control of Sprint and cannot be guaranteed at any location at any time. We also confirmed that no data roaming charges were assessed to Mr***’s Sprint account during his past six billing cycles. Ms*** indicated her understanding of the information provided. We regret any inconvenience this matter may have caused the ***s. If we can be of further assistance with this issue, Mror Ms*** can contact me directly by calling our Executive & 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 (Bud) JExecutive Services Analyst

September 7, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case ***, *** *** Virgin Mobile USA Inquiry Sprint Case *** To Whom It
May Concern: Sprint is in receipt of the above-referenced inquiry of Ms*** *** regarding our Virgin Mobile USA product. In her inquiry, Ms*** expressed her concerns regarding the two service payments she was billed when making a service plan change to her account. Although she was given a confirmation number that one of the payments she made were refunded through VMU, she further advised that our system did not accept the confirmation number she was provided and she filed a dispute with her financial institution. A week later she confirmed that her account had been credited $43.17, and discovered that her service was interrupted for non paymentShe requested her service to be restored and a credit of $be applied to her account towards next month’s service charges Our records reflect that Ms***’ VMU account is currently setup on monthly auto-pay; therefore, her account was charged $on August 23, 2016. Furthermore, because the account was not properly updated, a second payment in the amount of $was processed on August 29, 2016. However, VMU received two chargebacks, one for $and a second charge of $on August 24, and August 30, 2016; therefore, her service was interrupted. During our August 30, 2016, conversation with Ms***, we explained the information outlined above. Due to any possible delay in providing her refund back to her credit card, and to resolve the chargeback, we applied a $credit to Ms*** account on August 30, 2016. Ms***’ account was restored and is currently active and in use On behalf of Sprint, I apologize for any inconvenience this matter may have caused Ms***. If she has any further questions regarding this concern, she can contact me directly at by calling Sprint Executive & Regulatory Services department toll-free at ###-###-####, ext***. I am available Monday through Friday from 9:a.mto 5:p.m., Central Time Sincerely, Tekiesha HExecutive Services Analyst

December 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 December 16, We appreciate your assistance in bringing our customer’s concern to our attention
According to the information provided, Mr*** expressed his dissatisfaction with phone line ending in *** being assessed a $Subsidized Phone charge associated with his current price plan, after he purchased an iPhone Plus 32GB deviceMr*** requested that Sprint review this matter, remove the $Subsidized Phone Charge and adjust his account accordingly
Sprint has reviewed Mr***’s complaintOur records reflect that Mr*** purchased an iPhone Gray 16GB device at discounted pricing in exchange for a two-year Service Agreement on September 20, 2015, associated with phone number ending in ***Since phone number ending in *** was associated with a two-year Service Agreement, his account was assessed a $Subsidized Phone Charge per month as reflected on his monthly billing statementsPlease be advised that the price plan Mr*** selected stipulates that customers who opt to purchase devices at subsidized pricing with the acceptance of a two-year Service Agreement are assessed a $Subsidized Phone charge per line/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 feeAdditional details regarding our rate plans and the associated Subsidized Phone Charges is available on our website, www.sprint.com/plansBased on our review, we are unable to identify any billing errors
Our records further indicate that Mr*** purchased an iPhone Plus 32GB device via Sprint’s Monthly Installment program on September 23, 2016, associated with phone number ending in ***Sprint 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 deviceCustomers simply purchase an eligible device with no or a variable down payment, depending on device, and agree to monthly installment payments for each financed deviceThere 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/easypay
Upon the completion of the device upgrade, Mr*** requested to perform an equipment swap between phone numbers ending in *** and *** on September 23, As a result, the iPhone Plus 32GB device was activated on phone number ending in ***; thereby, leaving the active Lease Agreement on phone number ending in ***Therefore, phone number ending in *** continued to be assessed the $Subsidized Phone charge per monthDue to the Installment Billing Agreement remaining active on phone number ending in ***, on December 23, 2016, we agreed to transfer the active Installment Billing Agreement to phone number ending in ***As such, the referenced phone number will no longer be assessed the $Subsidized Phone charge going forward
We spoke with Mr*** on December 23, 2016, to discuss his concerns and relayed the aforementioned information to himWhile we regret any miscommunication Mr*** may have received with regards to equipment charges assessed to his account, Sprint is unable to identify any errors on our partTo provide closure for this matter, Sprint agreed to apply a one-time courtesy adjustment of $to his account to offset the remaining Subsidized Phone charge associated with phone number ending in *** as reflected on Mr***’s November and December billing statements
Mr*** accepted our offer and confirmed he was satisfied with the resolution providedWe 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

*** 22,
*** ***
Revdex.com
Ward Parkway, Suite
Kansas City, MO
Re: Complaint ID ***, *** ***
Dear Ms***:
Sprint is in receipt of the above complaint of Mr*** ***We appreciate the opportunity to address Mr
***’s billing concerns
Mr*** indicates that his secondary line was to be established under his existing Framily group; however, the line was established under a new Framily groupAs a result, he did not receive the $Framily discount for line ###-###-#### for roughly months
We reviewed Mr***’s account records and determined that his existing Framily group is maxed out at linesAs such, no further lines can be added to the groupWe are unable to determine when the group reached the maximum number of members; however, based on the information Mr*** provided, we applied credits to his account totaling $as reimbursement of the missing discount and applicable taxes for the disputed periodGoing forward, we are unable to discount the monthly service charges for his line due to the maxed Framily group limit; however, we offered to place line ###-###-#### on Sprint’s $Unlimited plan, which will save Mr*** $per month as compared to his existing planMr*** accepted this offer; however, we cannot facilitate the changes to line ###-###-#### until Mr*** brings his account current and his services are restoredMr*** advised he will pay the account balance in full and then contact me to facilitate the plan change
If you have any further questions, I can be reached toll-free by calling the Executive & Regulatory Services department toll-free at ###-###-#### or directly at ###-###-####I am available Monday through Friday, from a.mto p.m., Central Time
Sincerely,
*** ***
Executive Services Analyst
***

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me as long as they keep their wordAs of today, October 11th, 2017, I have followed the steps outlined in Sprint's email, and have reset the iphones to their factory settings and they are ready to be returnedHowever, Currently, I am just waiting for Sprint to send me the packages they need me to return the phones in.I have attached a picture of the phones, which are in good working conditionI will follow up with a phone call this week
Regards,
Yovany ***

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Assumed Answered]
Complaint: ***
I am rejecting this response because:The insult and intimidation was not only against meMy elderly mother was present, because I wanted to buy her a phone for mothers dayThe individual from Sprint caused fear and intimidation, and humiliated me and my mother(who suffers from Parkinson's disease and its currently under strict medical careFurthermore the response does not explain any action whatsoever and does not reflect the desire to provide the best services and act with ethical and appropriate business standards from this companyI can only speak for myself and my mother but I can only imagine someone else that has a foreign accent , This individual represents a company and has the obligation to represent said company in a respectful mannerAnd as of now, they don't care about disrespecting and elderly womanThat to me is a coward action
Regards,
Leo E***

September 28, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case ***, Nisha *** Sprint Account XXXXX*** Sprint Case *** To Whom It May
Concern: Sprint is in receipt of the above-referenced inquiry of MsNisha ***. We appreciate your assistance in bringing our customers’ concerns to our attention. In her inquiry, Ms*** expressed her dissatisfaction with her monthly Sprint billing being different than the amount quoted to her and described unfavorable customer experiences during her attempts to address that matter. Ms*** requested that we honor the monthly billing quoted to her. We regret any misunderstanding that may have occurred related to Ms***’s Sprint charges. However, we are unable to identify any billing error associated with her Sprint account based on her chosen rate plan, equipment, and other account options We spoke with Ms*** on September 19, 2017, and explained her monthly charges to her in detail. We also advised Ms*** that she could save an additional $per month if she would enroll in our automatic monthly payment (Autopay) program, which would then meet her billing amount expectations. Ms*** indicated her understanding of the information provided and her satisfaction with our response We appreciate Ms***’s taking time to provide details of her experience with our Customer Care representatives. We are continually striving to improve the quality of service provided to our customers. Please be assured that we value customer feedback and that these concerns will be forwarded to the appropriate managerial staff for further review We regret any frustration these matters may have caused Ms***If we can be of further assistance with her reported concerns, Ms*** can contact me by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####, ext***. I am available Monday through Friday between 7:a.mand 5:p.m., Central Time Sincerely, Leland *** *Executive Services Analyst

Ms*** ***’s filing expressed her dissatisfaction with the level of customer service she received while attempting to resolve her account concerns. According to Ms***, she requested to have her account cancelled on February 15, 2016. However, only one line was cancelled
and the additional line remained active until June 22, As a result, Ms***’s account was assessed additional monthly recurring chargesMs*** requested that Sprint review this matter and adjust her account accordingly Sprint has thoroughly reviewed Ms***’s complaint and we regret the delay in processing Ms***’s cancellation request. Please be advised that we only received a cancellation request for phone number ending in *** on February 15, 2016. However, the phone number ending in *** is associated with a Tablet device, which remained active. Please note that we have confirmed that service was not utilized on the aforementioned numberFurthermore, the aforementioned number was cancelled on June 22, 2016, leaving her account closed with a balance of $ We spoke with Ms*** on August 16, 2016, and relayed the aforementioned information to her. To amicably resolve this matter, we offered to apply a one time adjustment of $to the account to offset the account balance, leaving her account closed with a zero balanceMs*** accepted the offer and confirmed that she had no further issues. We apologize for any inconvenience this matter may have caused Ms***We appreciate Ms*** taking the time to provide us with details of her experience with our Customer Care group. We are continually seeking ways 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 processes

December 9,
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***
*** submitted on November 16, We appreciate your assistance in bringing our customer’s concern to our attention
Ms***’s filing expressed her dissatisfaction with being provided with misinformation from a Sprint Retail Sales representative, after she established service with SprintAccording to Ms***, she was informed that she would be placed on a $Unlimited price planHowever, her monthly charges have exceeded the quoted amountMs*** further expressed her dissatisfaction with not being properly informed of the $Account Spending Limit (ASL) FeeMs*** requested that Sprint review these matters, and remove the Account Spending Limit Fee
Sprint has reviewed Ms***’s complaintBased on our review, we are unable to substantiate the conversation between Ms***’s and the Sprint Retail Sales representativePlease be advised that we have engaged our Retail Stores management team with regards to Ms.***’s account concernsPlease note that we were advised that Ms*** has returned to the Sprint Retail Store location and they have explained the price plan and charges associated with her accountAlso, they have advised Ms*** that the $Spending Limit Fee is based on qualificaiton by the credit evalution performed at the time she established services with SprintMs*** was also informed that if she enrolled in our automatic payment and electronic billing e-Bill programs, we would waive the monthly $Spending Limit FeeHowever, Ms*** declined to enroll in the above options
We have contacted Ms*** via email, per her request, and she has confirmed that her account concerns have been resolved by the Sprint Retail Store location and she was satisfied with the resolution providedWe apologize for any inconvenience Ms*** may have experienced while attempting to resolve this matter
We trust this letter responds to your inquiryIf we may be of further assistance, Ms*** can reach us by calling the Executive & Regulatory Services Department toll-free at ###-###-####We are available Monday through Friday from a.mto p.m., Eastern Standard Time
Sincerely,
/s/ Dar-Sheen LM***
Dar-Sheen LM***
Executive & Regulatory Services

October 27, To Whom It May Concern: *** is in receipt of the above-referenced inquiry of Mr*** ***. *** received this inquiry on October 17, 2016. We appreciate your assistance in bringing our customers' concern to our attention. According
to the information provided, Mr*** states that he was advised that *** would pay for the Early Termination Fees billed by his prior carrier; however, he was not advised that to receive this offer, he would be required to return his prior carrier’s devices. Further, he states that the Total Equipment Protection (TEP) plan was not cancelled after days as advised by at the point of saleAnd last, he states that he was billed for accessories that he was advised would be free, and he reported coverage concerns. As a result, MrParmely is requesting that *** credit his final balance in full. He is also requesting that collection efforts be discontinued As we discussed with Mr***, our records reflect that an *** *** Rewards card was issued for one of his lines of service ending ***. Respectfully, the terms of the promotion require the return of the prior carrier devices to issue a gift card for the associated Early Termination Fees. Therefore, the reward cards were denied for the other lines of service. Further, our records reflect that a credit of $was previously applied to his account on March 15, 2016, to offset a portion of the disputed TEP charges. As we discussed with Mr***, our records also reflect that the accessories were purchased via an Installment Billing Agreement (IBA) and thus the charges are valid. However, due to any possible misunderstanding, and in an effort to reach an amicable resolution regarding this matter, we have applied credits totaling $to offset the balance on the account. In addition, we have adjusted the Early Termination Fee that will be billed for the tablet line ending ***. We requested that the device be sent back to us to offset the valid fee, but Mr*** stated that he did not have the device in his possession. As an additional gesture of goodwill and to get final closure to his matter, we will not require that the device be returned to waive the noted fee; however, we will place the tablet on negative file so that it cannot be utilized. We will follto review Mr***’s November invoice to adjust any residual charges To date, the referenced account has not been referred to any third-party collections agency. Consequently, no negative information pertaining to this account has been reported to the credit bureaus. We regret any inconvenience Mr*** may have experienced. If I can be of further assistance, he 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.mCentral Time Sincerely, *** *Executive Services Analyst

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Assumed Answered]
Complaint: ***
I am rejecting this response because:This is NOT true they sent me a phone then within a day or the phone was giving me problems no text no calls in or out drop calls if they came in or if I called out...I stated im years old and I have to have someone put all my emails download all my information all my linked in facebook Insta gram ect with passwords and they stated the phone has a defect in it thats only 1-days oldThe guy was rude nasty and I also was mad after going to the sprint store times on a lunch breakThis company is not good and corporate needs to know..not the esculation department they do NOTHING! I did not refuse I stated I cant do this all over again with passwords and downloading all this info again!***Sent from AOL Mobile Mail
Regards,
*** ***

January 27,
*** ***
Revdex.com
Ward Parkway, Suite
Kansas City, MO
Re: Revdex.com Inquiry ***, *** ***
Sprint Account xxxxx***
Sprint Case ***
Dear Ms***:
We appreciate your assistance in bringing Mr*** ***’s account
concerns to our attentionWe regret any inconvenience that may have been experienced in this matter
According to the information provided in the complaint, Mr*** indicated that he received two Visa Rewards Cards to offset the phone cancellation charges that he incurred with his previous carrierHowever, when he attempted to use the cards, they were expiredAs a result, he requested to recover the value of the cards
During our discussion with him on January 26, 2016, we advised him that we are processing a check in the amount of $for the value of the above-referenced cards which he received, but didn’t attempt to use until they expiredWe advised him to allow up to days to receive the checkHe indicated that that the matter was resolved
If Mr*** 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 10:a.mand 6:p.m., Central Time
Sincerely,
Patricia S
Executive Services Analyst

July 19, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Inquiry ***, *** *** Account xxxxx*** Case *** To Whom It May Concern:
The above-referenced inquiry of Mr*** *** has been forwarded to our office for review. We appreciate your assistance in bringing our customers’ concerns to our attention In the information provided, Mr*** described unfavorable customer experiences during his recent attempts to upgrade a device on his existing line of Sprint service, advising that he was unable to do so using our online tool or via our telesales channel and that our telesales representatives provided incorrect price quotes for the desired device. He requested that we provide the requested device at the price point presented on our website We regret any difficulty Mr*** may have experienced during her referenced equipment upgrade attempts. We spoke with Mr*** on July 18, 2017, and thanked him for his candid feedback related to his experience with our website, telesales, and his entire equipment order process. We also verified with him that he successfully completed an online order for the requested device at the correct price point We also thanked Mr*** for taking time to provide details of his experiences with our Customer Care and telesales representatives. We advised that we are continually striving to improve the quality of service provided to our customers. We also assured Mr*** that we value customer feedback and will utilize this input to improve our training and processes. Mr*** indicated his satisfaction with our response We regret any inconvenience these matters may have caused. If we can be of further assistance with these concerns, Mr*** can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, extension ***. I am available Monday through Friday between 7:a.mand 3:p.m., Central Time Sincerely, John CExecutive Services Analyst

April 24, Revdex.com Serving Greater Kansas City Ward Parkway Kansas City, MO Re: File # ***, *** *** Sprint Account # XXXXXX*** Sprint Case # *** To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of *** *** submitted on April 17, 2017. We appreciate your assistance in bringing our customer’s concerns to our attention In Mr***’s follfiling, he stated that he had an unfavorable customer service experience while addressing his concerns. Mr*** further stated that he has agreed to visit a local Retail Store location to complete the process of unlocking the Phone Activation associated with his iPhone 6s device as well as complete the device upgrade at that time Sprint has reviewed Mr***’s complaint. We spoke with Mr*** on April 24, 2017, to discuss this matter. During that call, he stated that will visit a local Sprint Retail Store location at his earliest convenience to have his device unlocked and to complete his device upgradeFurthermore, he confirmed upon completion of unlocking the Phone Activation on his iPhone 6s device, he will contact the Executive & Regulatory Services department at the phone number noted below in order to have a return kit sent to his address on file We appreciate Mr*** taking time to provide details of his experience with Sprint. We are continually striving to improve the quality of service provided to our customers. Please be assured that we value Mr***’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 Mr***If Mr*** would like to further discuss this matter, Mr*** can contact me by calling the Executive & Regulatory Services department toll free at ###-###-####, extension ***. I am available Monday through Friday, from 8:a.mto 4:p.m., Eastern Time Sincerely, /s/ *** L *** LExecutive & Regulatory Service

September 28, 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*** *** on behalf of *** ***, the account holder. We appreciate your assistance in bringing our customers’ concerns to our attention. In her inquiry, Ms*** expressed dissatisfaction with coverage in her area. She further stated that the service was spotty and unavailable at her last two apartments As stated in our Terms and Conditions of Service, which can be viewed on our website, www.sprint.com, coverage and quality of wireless services and data speeds 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. As a result, customers may experience difficulty making or receiving calls when indoors. In addition, data coverage is not available everywhere and service speeds are not guaranteed. Service speeds may depend on the service purchased and actual speeds will vary. Estimating wireless coverage, signal strength, and service speed is not an exact science. There are gaps in coverage within our estimated coverage areas that, along with other factors both within and beyond our control which may result in dropped and blocked connections, slower service speeds, or otherwise impact the quality of service. With respect, please note that the nature of wireless signal precludes any carrier from providing seamless coverage. Sprint has made no warranty or guarantee of the same. Customers should generally receive signal strength sufficient to make and receive calls outdoors, but signal may be lost in a car and in buildings. However, it is important to note that certain areas may have limited or no coverage and various factors such as terrain, foliage, and buildings may affect actual coverage in a particular area even when estimated to be within 'best' coverage. After investigation, our network engineers reported that our network is performing within parameters. We regret that the coverage in Ms***’ area has fallen short of her expectations. We constantly monitor our network for service- and capacity-related issues and work diligently to address any concerns we identify or are brought to our attention by our customers. We spoke with Ms*** on September 26, 2017, and confirmed planned maintenance with the tower servicing her local area, impacting 4G LTE services Because Ms*** stated that her service experience occurs everywhere she tries to use her phone, we recommended that she visit her local Apple or an authorized service and repair centers for diagnostic testing. At that time, our service and repair technicians can determine if the device is eligible for repair or exchange. There is a $fee for each repair, a $fee for cracked screen repair, and up to a $fee for each exchange. Replacement equipment may be remanufactured and of the same or comparable model with similar features as the original device, and some devices may not be eligible for in-store service. We regret any inconvenience that this matter may have caused. If we can be of further assistance related to this matter, Ms*** *** can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext***I am available Monday through Friday between 7:p.mand 3:p.m., Central Time Sincerely, LaDonna *** Executive Analyst

June 9, 2017 Revdex.comWard Parkway, Suite 401Kansas City, MO 64114 Re: Revdex.com File ***, *** *** Account XXXXX*** Sprint Case *** To Whom It May Concern: Sprint is in
receipt of the above-referenced inquiry of Ms*** ***. We appreciate your assistance in bringing our customers’ concerns to our attention. In her inquiry, Ms*** expressed her dissatisfaction with the level of Sprint network service available in the area where her son goes to college and needs Sprint services and with the length of time taken for us to remedy that matter or to apply promised service credits to her account. She also described unfavorable customer experiences during her attempts to address those matters. Ms*** requested that we provide credits of at least to her account due to the network issue existing for over days without improvement. We regret that our network in Ms***’s son’s areas may have fallen below his wireless communication needs or expectations. As outlined in our Terms and Conditions of Service, we cannot guarantee coverage in any location at all times, and the level of network coverage and data speeds can be affected by various factors within or outside our control. Our technical teams are continually monitoring our network and strive to reduce any negative impact to our customers. While we further regret any difficulty Ms***’s son may have experienced with his service recently, we confirmed that the network in his area is currently functioning within parameters. During our conversation with Ms*** on June 6, 2017, we explained the information noted above. She stated that her son’s coverage issue is now resolved, but she reiterated her dissatisfaction with the length of time taken to address that concern and with the $data service credit offered, but not applied, while the matter existed. We thanked Ms*** for her candid feedback and, as a demonstration to our commitment to excellence; we offered a $service credit to offset one-half of her May monthly charges and a portion of her June monthly service charge, explaining that the credit will only apply toward services and not her equipment installment billing payment. Ms*** accepted our offer, and we credited her account as agreed, leaving her account with a remaining balance of $103.98. We appreciate Ms***’s taking time to provide details of her experience with our Customer Care representatives. We are continually striving to improve the level of service provided to our customers. Please be assured that we value customer feedback and will forward this information to the appropriate managerial teams for further review. We regret any inconvenience these issues may have caused Ms*** or her son. If we can be of further assistance regarding these matters, she can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext***. I am available Monday through Friday between 7:a.mand 3:p.m., Central Time Sincerely, Minnie SExecutive Services Analyst

This problem has been resolved as of yesterday with a employee at the business office by the name of ***. Thanks,***

April 14, Revdex.com Ward Parkway, Suite Kansas City, MO
Re: Revdex.com File ***, *** *** Sprint Account xxxxx*** Sprint Case *** To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of Ms*** ***. We appreciate your assistance in bringing our customers’ concerns to our attention. In her inquiry, Ms*** expressed her dissatisfaction promotional pricing she was quoted over the phone but not honored, stating that she called Sprint to troubleshoot her device and was extended an offer to waive the activation fee and no down payment, with an $credit towards her lease agreement. However, she stated that was not honored when she was transferred to purchase the deviceShe requested that we honor the terms of that quoted offer for the Apple iPhone Plus We regret any possible misunderstanding that may have occurred related to Ms***’ device purchase and any delay that may have occurred in resolving that matter. We contacted Ms*** on April 10, 2017, and advised that we would review the call to investigate her concerns and contact her with our findings. After review of the call, we again contacted Ms*** and advised that we show that she was given incorrect information regarding promotional pricing. As a result of our findings, we offered to rerate her billing for the term of her upgrade once she upgrades her device. Ms*** accepted our offer and will contact our offices when she decides to take advantage of the upgrade offer. In addition, as a courtesy, we applied an adjustment of $to her Sprint account to assist with the payoff of her current End of Lease fees. We appreciate Ms***’ taking time to provide details of her experience with our Customer Care representatives. We are continually striving to improve the quality of service provided to our customers. Please be assured that we value customer feedback and will utilize this input to improve our training and processes We regret any inconvenience these matters may have caused Ms***. If we can be of further assistance related to these concerns, she can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext***. I am available Monday through Friday between 7:a.mand 3:p.m., Central Time Sincerely, Twana *** Executive Services Analyst

June 1, Revdex.com Ward Parkway, Suite 401 Kansas City, MO Re: Revdex.com Case ***, *** *** Account xxxxxx*** 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, Mr*** stated that his bill was quoted at $monthly; however, at times he paid over $500. He stated that he requested a payment due date of the 25th of every month, however, his payments have been drafted at various dates. Mr*** stated that he has not received a Reward Card for his contract buyout promotional offer. As a result, he requested that his payment due date and monthly bill be corrected. He also requested the contract buyout promotion honored In our effort to provide clear communication about our devices, features, promotions and pricing, Sprint publishes an overview and our retail brochures, displays, partner stores, and web site at www.sprint.com have not deviated from the published information. In our continued efforts to provide all of our customers with the best pricing possible, we cannot fulfill any verbal offers that deviate from the formal and approved published device and/or service plan pricing. Upon activation of service, Mr*** was provided with a clear disclosure of his monthly recurring charges and all other applicable fees and chargesFurthermore, we were able to locate signed copies of his electronic service agreements which includes a description of the charges in questionBased on our review, we were unable to identify any miscommunication regarding the terms of his plan or other monthly charges on Sprint’s part during the activation of his current plan Further, as stated in our Switch to Sprint promotion, Sprint covers switching fees of up to $via a Visa gift card (less travalue provided at the point of sale) after online registration and new phone activation. Customers must complete a buyback of their current working phone in good condition, wait for their final bill and then register for Contract Buyout. Eligible switching fees include Early Termination or Equipment installment balance. Taxes, surcharges, service plan charges, usage charges and late payment fees are not included We made unsuccessful attempts to contact Mr*** by phone and email on May 22, and 24, and sent a letter to the address on file on May 24, 2017. Sprint is committed to protecting the privacy of our customers. In accordance with that commitment, we take measures to verify that anyone contacting us about an account is authorized to discuss and/or make changes to that account. Specifically, we require that each account has a PIN and that the account’s PIN or security question/answer is correctly verified 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 accountIn 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 complaint. We 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. If Mr*** would like to further discuss this matter, he 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