Sprint Corporation

June 28, 2017 Revdex.comWard Parkway, Suite 401Kansas City, MO 64114 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. In her rebuttal, Ms*** expressed her dissatisfaction to our response to her initial filing stating that we advised her that there were no cancelation-related charges, only lease charges, when she decided to cancel her service and not return her devices. She further stated that she believes she should not be billed for any cancelation-related charges because she was misinformed. Unfortunately, our attempts to contact Ms*** via telephone and e-mail on June 22, 26, and 27, 2017, to discuss her reported concerns and the information outlined above in detail were unsuccessful. We also mailed a letter to her address on file on June 27, 2017, acknowledging our receipt of her inquiry in order to address any issues she may have related to her reported concerns. Our records reflect that four of the account devices were purchased on installment billing contracts. All leased devices are the property of Sprint. If the lines of service associated with the devices are canceled prior to the fulfillment of the lease contract, the account is billed for lease cancellation charges. Moreover, if the devices are not returned to Sprint, additional lease purchase charges are assessed pursuant to the terms of the lease contract. Further, customers are responsible for the Lease Cancelation charges. As we advised Ms*** in our response to her initial filing, we asked Ms*** if she was going to return her leased devices so we could credit her device’s Lease Device Purchase cost once received in our warehouse. She stated that her devices are broken. As a result, we advised Ms*** that we are unable to extend any account credit relief regarding this matter because she is being billed per the terms of her installment billing agreements and our Terms and Conditions of Service. While we regret that Ms*** is not satisfied with our response, our position remains unchanged. After discussing this matter with the Executive & Regulatory Services team, we are confident that all of her issues have been fully addressed and resolved to the best of our ability. If we can be of any further assistance related to these matters, she can contact me directly 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

[To assist us in bringing this matter to a close, you must give us a rea*** why you are rejecting the responseIf no rea*** is received your complaint will be closed as Assumed Answered]
Complaint: ***
I am rejecting this response because: As Terrance pointed out, I did express dissatisfaction with Sprint's previous responseIt seems I was sent the same response by accident which did does not answer or resolve any of the pending issues or questions that still remainPlease refer to my previous response for more clarification.The following are remaining issues/questions--I would like a response and/or action taken for each of the seven issues below:ISSUE #1: March 29th, 2017, I asked for a new number on the same account which was denied by Sprint Customer Care Supervisor, *** (Employee #***)Even after two other employees (*** Sand ***) confirmed that it was possible if I port my number outAs of today, I still do not have a working number/phone with Sprint and I am currently being charged each month for no service.ISSUE #2: This transaction took place at 10:p.min another state, more than two hours after store closing time, why? This is fraud.ISSUE #3: I had a UAI and fraud alert placed under my account stating that no further changes should be made, so how and why did Sprint employees authorize additional transactions to take place? These are loopholes, what kind of safeguard is this? In addition, the security question/answer “First Pet’s Name” was changed more than three times within a few hours at different stores in another stateThis is fraud.ISSUE #4: The FCC allows porting of numbers even after fraud has taken place and all parties have been notified of said fraud BEFORE the port out takes place? Why does it take four days to port back my number when it was ported over without my consent and fraud was reported prior to the port out? In addition, why did I not get access to the phone number until days later (March 13, 2017)? Is Sprint going to pay for this temporary phone that I had to purchase, since they held my phone/account hostage?ISSUE #5: So how does Sprint Security Plus help secure my account at Sprint Store's exactly?ISSUE #6: This is a scam, how can you open a new account for me and force me to pay more now after everything that has happened? Why doesn't Sprint want to take the blame or apologize for anything that has happened when it's clear that they are at fault?ISSUE #7: Was the stolen phone that was paid under my account permanently blocked? ESN: ***
Regards,
*** ***

June 9,
*** ***
Revdex.com
Ward Parkway, Suite
Kansas City, MO
Re: Revdex.com Complaint ***, *** ***
Sprint Account xxxxx
Sprint Case ***
Dear Mr***:
Sprint is in receipt of the above-referenced inquiry of Ms***
***Sprint received this inquiry on June 2, We appreciate your assistance in bringing our customers' concern to our attentionAccording to the information received, Ms*** states that she turned on data service for about three minutes while traveling in Canada and was charged $for this timeMs*** is disputing the charges assessed
Our records indicate that a credit of $was applied to her account on June 6, 2015, to offset a portion of the disputed wireless data roaming charges reflected on the April invoiceIn an effort to amicably resolve this matter as a one-time goodwill gesture, on June 9, 2015, we applied additional credits totaling $to offset the data wireless roaming charges in full, plus offset the late fee included on the May invoiceWith these credits, Ms***’s account now reflects a current balance of $She expressed her satisfaction with the actions taken
We appreciate Ms*** taking the time to provide us with the details of her experience with our Customer Care departmentWe are continually seeking ways to improve the quality of service provided to our customersPlease be assured that we value Ms***’s feedback and that her concerns have been forwarded to the appropriate managerial staff for further review
We regret any inconvenience that this matter may have caused Ms***If I can be of further assistance, you can contact me by calling the Executive & Regulatory Services department toll-free at ###-###-#### or directly at ###-###-####I am available Monday through Friday between 7:a.mand 3:p.m., Central Time
Sincerely,
*** G
Executive Services Analyst

April 14,
Revdex.com
Ward Parkway, Suite
Kansas City, MO
Re: Revdex.com Case ***, *** ***
Sprint Account xxxx***
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 the information provided, Ms*** disputed our equipment lease policy as she indicated that she satisfied her lease agreements for her three lines of service, and she should own the devices and not pay an additional $per device to purchase themMs*** further stated that due to multiple equipment issues, she upgraded the three lines of service in March 2015, through our lease program, but she continued to experience device issues during the terms of her leasesMs*** requested to close her account and a refund for the total cost of the three devices she paid in monthly lease charges
We regret any possible misunderstanding that may have occurred related to Ms***’s understanding of our lease programEffective 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, the device can be purchased by our customer to 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
Further, 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 effective 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
Our review of the three lines of service in dispute do not subscribe to the TEP option; if Ms*** experienced a problem with her devices, she may visit a local Sprint service and repair center for diagnostic testingAt that time, if it is determined to have a manufacturer’s defect, and is still within the limited one-year manufacturer warranty period, she would have been able to send the defective device directly to the manufacturer for repair and/or replacement under the provisions of the manufacturer’s limited one-year warrantyShipping costs and any additional cost incurred by the manufacturer would be the responsibility of Ms***, and the manufacturer determines the device issue is covered by their manufacturer’s warranty
If the problem with Ms***s’ devices were not covered under the provisions of the limited one-year manufacturer’s warranty, or the warranty period for the device has expired, or the customer does not want to send the device to the manufacturer, the customer has the following options: if the device has an issue that is deemed repairable by the Sprint service and repair center, he/she may have the device repaired or replaced at a Sprint service and repair center for a fee of $If the device is not deemed repairable by the Sprint service and repair center, the customer will need to purchase a replacement device
Our records reflect that Ms*** upgraded three lines of service to new devices on March 8, 2015, through our lease program each with a 24-month lease agreement and an option to purchase the device after satisfying the terms of the agreement on March 6, Further, Ms*** received a promotional offer for a tablet for each line of service that was upgraded and their 24-month service agreements were satisfied on March 11,
During our April 3, 2017, conversation with Ms***, we explained the information outlined aboveMs*** expressed her desire to cancel her account and port her lines of service to another service providerIn an effort to resolve this matter, we forwarded return kits to Ms***’s billing address to facilitate the return of the three devices to our warehouseWe advised Ms*** that once she has ported her desired lines of service to her new provider, she will also need to contact our Customer Care department to cancel the lines of service associated with the three tabletsWe also advised her that she would need to return the leased devices to our warehouse within days from cancellation date to ensure that she is not charged $per device for non-return purchase of equipmentMs*** expressed her satisfaction with our resolution
We regret any inconvenience these matters may have caused and the loss of Ms***’s businessIf we can be of further assistance with this issue, she 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

[A default letter is provided here which indicates your acceptance of the business's response.&n**p; If you wish, you may update it before sending it.]
Revdex.com:
I did received my full upfront cost for returning all the phoneI did received $credit for days of service cut off due to this ** about not returning my phonesI went through so much and three days of phone cut off and they paid only $for itI am accepting this because I just want to move on with my life not worrying about dealing with this issue anymore
Regards,
*** ***

April 18, 2017 Revdex.comWard Parkway, Suite 401Kansas City, MO 64114 Re: Revdex.com Complaint ***, *** *** Sprint Account XXXXX***, *** *** Sprint Case ***
To Whom It May Concern: Sprint is in receipt of the above referenced inquiry of Ms*** ***We appreciate your assistance in bringing our customers’ concerns to our attention According to the information provided, Ms*** stated that her invoices have fluctuated since she added an additional subscription to her account. Further, she stated that she is not satisfied with the level of service coverage in her area. As a result, Ms*** is requesting that we review her invoices and adjust any billing errors and address her coverage concerns Sprint has reviewed Ms***’s complaint and notes that, our Engineering department investigated her coverage concerns and confirmed that Sprint provides best coverage in the referenced area. Additionally, we determined that Ms***’s service is operating with parameters Please note as outlined in our Terms and Conditions of Services, the coverage and quality of 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. In our effort to provide clear communication about our devices, features, pricing and promotions, 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. During our conversation with Ms*** ***, an authorized subscriber on the account, we apologized for any misunderstanding that may have occurred regarding the monthly service costsFurther, we explained the monthly costs and features of her current service planFurther, we reviewed her account and although we did not identify any billing errors, in an effort to resolve her concerns we applied a concession credit of $to offset the prorated monthly service charges and activation fee she incurred. We appreciate Ms***’s taking the time to provide us with the details of her experience with our Customer Care group. We regret that the level of service she received was not indicative of the world-class service we strive to provide. The feedback she provided has been forwarded to the appropriate management staff for further review. If I may be of further assistance with this matter, please contact me by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####. I am available Monday, Tuesday, Thursday and Friday from a.mto p.m., Central Time. Sincerely, Tobias T.Executive Services Analyst

June 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 Ms*** ***. We appreciate your assistance in bringing our customers’ concerns to our attention In the information provided, Ms*** stated she was supposed to get a $credit applied to phone line ending in ***; however, the credit has not been applied to her accountShe further stated that due to her waiting on the credit to apply, she was billed late fees. Ms*** is requesting that we adjust the late fees and apply the $credit to her account We regret any frustration that Ms*** may have experienced regarding her reported concerns. We attempted to contact Ms*** via the e-mail provided and by phone on June 8, 12, and of 2017, to discuss her complaint in detail, without success. We also mailed a letter to the address on file on June 13, 2017, asking Ms*** to contact us Although we have not had the opportunity to speak with Ms*** directly, our records reflect that on March 14, 2017, the $credit was applied to Ms***’s accountWe also adjusted the late fees on June 6, If we can be of further assistance with this issue, Ms*** can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext***. I am available Monday Tuesday, Thursday and Friday between 7:a.mand 5:p.m., Central Time Sincerely, Shola AExecutive Services Analyst

June 2, 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*** *** *** our attention. We regret any inconvenience that she may have experienced as a result of this matter. According to the information provided in the inquiry, Ms*** indicates that she received a promotional offer from a retail store manager for her new LG Gdevice which would provide 50% off the monthly Installment Billing Agreement (IBA) charge for her phone. She states that our Customer Care representative subsequently advised her that it can take up to two billing cycles for the above-referenced promotion to be reflected on the account. She further states that she is dissatisfied that the IBA promotional offer can take up to two billing cycles to be reflected on her account. She also indicates that she is not satisfied with the billing cycle reflected on her new account. As a result, she requests that these matters be reviewed and resolved. Our review of the account records indicates that Ms***’s account was established on May 10, 2017, and the billing cycle was also established for the tenth of each month. Our review also confirms that it can take up to two billing cycles for the 50% off the IBA monthly charges for her phone to be reflected on her account per the terms of the promotion. We received an email from Ms*** indicating that her account concern was previously resolved to her satisfaction. As a result, we have taken no further action regarding this matter. Should Ms*** need further assistance with this matter, I can be contacted by calling the Executive & Regulatory Services department toll-free at ###-###-####, ext***. I am available Monday through Friday between 7:a.mand 3:p.m., Central Time Sincerely, Patricia SExecutive Services Analyst

May 26, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case ***, *** T *** Account XXXXX*** Sprint Case *** To Whom It May Concern: Sprint is in receipt of the subsequent inquiry of Ms*** *** regarding her Sprint account. We appreciate your assistance in bringing our customers’ concern to our attention. In her inquiry, Ms*** reported that after our previous conversation, she received an invoice reflecting that she still owed a balance to Sprint. Therefore, she does not believe that her concerns have been resolved We spoke with Ms*** and she confirmed that she received her invoice dated May 9, 2017, which reflects a zero balance. Therefore, she stated that her concerns are resolved to her satisfaction. We regret any inconvenience Ms*** may have experienced as a result of this matter. If Ms*** has any questions regarding this matter, she can contact me directly by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####, ext***. I am available Monday through Friday from a.mto p.m., Central Time Sincerely, Clara CExecutive Services Analyst

May 10, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File *** - Rebuttal Sprint Account xxxxx44, *** *** Sprint Case To Whom It May Concern: Sprint is in receipt of the above-referenced follinquiry of Ms*** ***. We regret the circumstances that caused Ms*** to contact your office once again In her rebuttal, Ms*** acknowledged receipt of our response to her initial inquiry but related that she would like to review her next invoice before confirming that the matter was resolved. She requested that the matter remain open until the resolution as completed We spoke with Ms*** today and reviewed her May 1, 2016, invoice. We applied credits totaling $to her account offsetting the final device purchase charges related to her returned equipment and the assessed late payment fee. Ms*** confirmed that the remaining $account balance is correct and her satisfaction with our resolution We appreciate having the opportunity to work with Ms*** in resolving her concern. If we can be of any further assistance with this matter, Ms*** can contact me directly by calling our office toll-free at ###-###-####, ext*** and referencing case 2204283. I am available from 7:a.mto 3:p.m., Central Time, Monday through Friday Sincerely, Stan SExecutive Services Analyst Tell us why here

[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 ***I ask that you not post this to the Revdex.com website or change my name to allow me anonymity.
Regards,
*** ***

Sprint is in receipt of the above-referenced complaint of Ms*** ***We appreciate your assistance in bringing our customers’ concerns to our attentionWe regret any inconvenience that this matter may have caused her
In Ms***’s complaint, she advises that she was offered
a free tablet and discount off of her new phoneShe further advises that she has been charged monthly for the tablet and phone, and has made subsequent trips back to the point of sale to resolve her dispute
Our records reflect that Ms*** upgraded her phone and accepted a tablet using the Easy Pay Program in November In an effort to amicably resolve this matter for a valued customer, we canceled the monthly equipment charges and associated Easy Pay agreementsAdditionally, we applied credits to Ms***’s account to offset the two-accelerated equipment charges totaling $Further, we applied credits to her account totaling $to reduce the cost of the *** Galaxy to $As a result, her account currently reflects an $credit balance, and both lines are now set up with two-year agreements that end in November
We appreciate Ms***’s taking the time to provide us with the details of her experience with our Customer Care Department and retail employeesWe are continually striving to improve the quality of service provided to our customersPlease be assured that we value her feedback and will utilize her input to improve our training and processes
If you have any questions or this matter is not resolved, you can reach us by calling the Executive & Regulatory Services Department toll-free at 1-855-848-We are available Monday, Tuesday, Thursday, and Friday from a.mto p.m., Central Time
Sincerely,
*** M
*** M
Executive Analyst

February 10, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Complaint ***, *** *** Sprint Account xxxxx*** Case *** To Whom
It May Concern: Sprint is in receipt of the above-referenced inquiry of Mr*** ***. We appreciate your assistance in bringing our customers’ concerns to our attention. In his inquiry, Mr*** states he made a direct deposit payment from his checking account to his Sprint account. As a result, an overpayment for $1,occurred. He states he sent the required document for proof of payment from his checking account and was advised that the funds would be reimbursed to him; however, the matter remains unresolved. As a result, Mr*** is seeking assistance with his refund request for the overpayment of $1, We spoke with Mr*** regarding his refund requestMr*** confirmed that he received his refund on February 7, for $1, We appreciate Mr*** for taking the time to provide us with the details of his customer service experience with our store and Customer Care representatives. We are continually striving to improve the quality of service provided to our customers. Please be assured that we value his feedback and that his concerns have been forwarded to the appropriate managerial staff for further review If I can be of further assistance with this matter, Mr*** can contact me by calling the Executive & Regulatory Services department toll-free at ###-###-####, ext***. I am available Monday through Friday, between 8:a.mand 4:p.m., Central Time Sincerely, Alethea BExecutive Services Analyst

According to the information provided by Ms***, he is disputing the $charge applied to his account to change his phone number
We spoke with Mr*** on March 25, 2016, and explained that he is able to change his phone number up to three times within a day period online at
www.sprint.com at no costChanges made through our Customer Care department will be assessed a $charges; however, as a one-time courtesy we will not assess the fee
We regret any inconvenience that Mr*** may have experienced as a result of this matterIf you have any questions or this matter remains unresolved, you can reach me by calling the Executive & Regulatory Services department toll-free at ###-###-####, extI am available Sunday, Monday, Wednesday and Friday from 8:a.mto 5:p.m., Central Time
Sincerely,
*** *
Executive Services Analyst

Revdex.com Case ***, Nicholle *** Sprint Account XXXXX*** Sprint Case *** To Whom It May Concern: Sprint is in receipt of the above-referenced rebuttal complaint to our response of Nicholle ***, regarding Sprint’s actions to resolve her network concerns. We regret the circumstances that led Ms*** to contact your office again According to the information provided, Ms*** expressed her dissatisfaction with the lack of coverage in her home service area in Lavalette, NJ and surrounding areasMs*** requested that Sprint review this matter and take the appropriate action Sprint has investigated Ms***’s concernsWe 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 issues we identify or are brought to our attention by our customers. Our research into this matter determined that MsPierce’s home service area is within Sprint’s "good" coverage area Please note, as stated in our Terms and Conditions of Service which can be viewed at ***, the 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. We spoke with Ms*** on October 3, 2017, to relay the above information. Ms*** stated that she was experiencing coverage issues while driving in her home service area. In addition, Ms*** provided us with the physical address that she is experiencing coverage issues in to investigate her coverage concerns. Accordingly, we have submitted a network ticket to our network team and the investigation will be completed within 7-business days. Once the investigation is completed, we will provide our findings to Ms*** We regret any inconvenience Ms*** may have experienced regarding this matter. If Ms*** has any further questions about this matter, we can be reached by calling the Executive and Regulatory Services Department at ###-###-####, Monday through Friday, between a.mand p.m., Central Time. Sincerely, /s/ Terrance *** Terrance *** Executive & Regulatory Services

January 31, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Complaint *** Account xxxxx***, *** *** 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*** stated that she purchased and subsequently returned equipment during the Sprint Satisfaction Guarantee periodShe stated that she is dissatisfied with not receiving a refund for the down payment made at the point of sale Sprint is committed to providing world-class customer service, and we stand behind our commitment with a 30-day Sprint Satisfaction Guarantee return policy on all our equipment. You can return your equipment to the point of sale within that time period for a full refund. Sprint assesses a $restocking fee for returns and exchanges. If your service plan required a service agreement, no termination fee is charged when you cancel within days of activation. Additionally, we will refund any activation fees within three days of activation. You are responsible for all prorated monthly service charges, access and airtime charges, and the related taxes, surcharges and fees accrued on your account through the deactivation date. Please also note that premium content charges, overage minute charges, roaming charges, and applicable long distance and/or International charges will be billed on your final invoice. This policy may not reflect the additional return policies of our authorized 3rd-party dealers or retailers. Further information regarding our Return Policy can be viewed on our website at www.sprint.com/returns We spoke with Ms*** on January 27, and discussed her concernsShe confirmed that, prior to our receipt of the inquiry, that the matter was resolved to her satisfactionBased on our findings, we confirmed that, per Ms***’s request, a $credit was applied to her account to offset the disputed device chargesMs*** confirmed satisfaction and had no additional inquiriesWe 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 ###-###-####, extension ***. I am available Monday through Friday, between 7:a.mand 3:p.m., Central TimeSincerely, John CExecutive Services Analyst

December 2, Revdex.com Ward Parkway, Suite Kansas City, MO 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 Mr*** ***. We appreciate your assistance in bringing our customers’ concerns to our attention. According to Mr***’s complaint, he ordered new iPhones intending to switch to Sprint within the next few weeks based on the iPhone devices being backordered. He advised that with the backorder delay, that allowed time for him to fulfill the remaining days left in his agreement with his then current carrier. However, the Sprint devices arrived within days of the order and rather than returning the devices, Mr*** advised that he was informed he could just apply for the buyout offer from Sprint to pay any early cancellation fees from his former carrier. Mr*** agreed and subsequently activated his new phones. Mr*** advised that he turned in his former carrier devices in anticipation of receiving a monthly lease credit for his current iPhones, but was disappointed when he learned that the buyout offer and $iPhone offer is not compatible. Mr*** is seeking that Sprint honor both offers in question We regret any misunderstanding that may have occurred regarding the aforementioned offers. The $iPhone offer is contingent upon the traof an iPhone from the customer’s previous carrier. The iPhone must be a fully owned device as the buyout offer cannot be combined with this offer. We explained this in detail to Mr*** and he accepted this information citing he is seeking waiver of the two $lease payments in accordance with the terms of the $iPhone offer for which he fully qualified. We reviewed Mr***’s account and confirmed receipt of the two iPhone devices that were required to be turned in to be eligible for the offer. However, when the return kits were requested for the iPhone devices, the promotion code for the offer was not entered into our website which drives the iPhone lease credits. Unfortunately, we can no longer provision the offer to award monthly. Therefore, to bring about resolution to this matter, credits totaling $($lease payments x devices x month leases) were applied to Mr***’s account to fulfill the offer. Mr*** was advised to pay at least $per month and the remaining credit will rollover for the duration of his leases provided there are no additional charges or purchases during this time period; otherwise his payment may need to increase to accommodate any new purchases, overage, or plan changes, etc. Mr*** confirmed that these actions addressed and resolved his account billing concerns. We appreciate Mr*** for taking the time to provide us with the details of his recent customer service experience, as 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 appreciate Mr*** for being a Sprint customer and regret any inconvenience this matter may have caused. Should he have any further questions regarding this matter, I can be reached toll-free at ###-###-####, extension ***. I am available Monday through Friday from 7:a.mto 3:p.m., Central Time Sincerely, April *** Executive Services Analyst

April 24, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Complaint ***, *** *** Account xxxxx*** 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’ concern to our attention According to the information provided, Mr*** stated that he did not receive a promotional credit offer when he upgraded devices on his account. He is requesting that a credit be applied to offset the missing credit he was offered 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 offers that deviate from the formal and approved published device and/or service plan pricing We spoke with Mr*** on April 19, At that time, we confirmed with him that the matter has been resolvedOur records reflect that a one-time concession credit totaling $was placed on Mr***’s account in order to emulate the promotional credit in full that Mr*** indicates that he did not receiveHowever, prior to our responding to this matter, we identified a system error that prevented some customers promotional credit from being applied. He verified satisfaction with the resolution. We regret any inconvenience that these matters may have caused. If I can be of further assistance, I can be reached at 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 ***er 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: Not once has this company gone back and listened to the audio of my contracting with themI have also stated my phones were to be free as in no charge...not a charge on my bill, taxes added, and then a credit for the phonesI WAS TOLD I WOULD PAY TAXES FOR THE FREE PHONES THE DAY I SIGNED UP AND THAT WAS THE ONLY CHARGE FOR THE PHONES BECAUSE THEY WERE FREEAs for the last phone call with this representative, I was never told we advised Ms*** that she has exceeded our 14-day Satisfaction Guarantee period and that, as such, we are unable to waive accelerated charges that will assess if she terminates her Sprint services prior to the satisfaction of her equipment financing agreements."This phone call too should be reviewedAll I can say is this company has over charged me and probably hundreds of other people and they will not getaway with itI do intent to pursue this in all manners available to meI also refuse to pay for inferior phones that were suppose to be free of charge to me per the agreement, verbal, on the initial call and start of serviceSince they have refused to listen to those calls and work with me on this issue, they are in breach of contract and I will pursue this issue as well.
Regards,
*** ***

July 13, 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 inquiry filed with your office by Mr*** ***. We appreciate the opportunity to address his concerns. Based on the information provided, Mr*** advises that he started experiencing problems with his phone about three weeks after purchase. He further states that the store would not repair or replace the device, and he was referred to the manufacturer for assistance. He further advises that he believes the manufacturer overcharged him for repairs, and he is requesting that Samsung provide a refund of $70.31. He also stated that he believes Sprint should provide a refund for the payments he has remitted for his phone 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 on their phone line. 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. We contacted Mr*** on July 11, 2017, to discuss his equipment concerns. We explained to him that because he does not subscribe to TEP on phone ***, if he is experiencing a problem with his device he may visit his local Sprint service and repair center for diagnostic testing. At that time, if it is determined to have a manufacturer’s defect, and is still within the limited one-year manufacturer warranty period, he may send the defective device directly to the manufacturer for repair and/or replacement under the provisions of the manufacturer’s limited one-year warranty. Mr*** is responsible for shipping costs and may incur additional costs if the manufacturer determines the device issue is not covered by their manufacturer’s warranty. During our discussion, Mr*** confirmed that he received his repaired phone back from Samsung, and a refund of $70.31. Although we were unable to identify a Sprint error regarding this matter, in appreciation of Mr***’s continued patronage, we applied a one-time credit to his account equivalent to one monthly plan charge. We must respectfully decline his request to refund his equipment payments. If Mr*** needs further assistance, he can contact the Executive & Regulatory Services department toll-free at ###-###-####, ext***. I am available Monday, Tuesday, Thursday, and Friday from a.mto p.m., Central Time Sincerely, Michal MExecutive Services Analyst