Sprint Corporation

[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: [redacted] I am rejecting this response because: Regards, J *** Hello, I will be contacting them again as now I am receiving notifications that I have a leaseWhen I explicitly confirmed I was not given a leaseI have a signed contract by the Representative who is no longer there

April 4, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] – [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of Mr [redacted] *** We appreciate your assistance in bringing our customers’ concerns to our attention According to the information provided, Mr [redacted] is dissatisfied with the length of time taken to provide promotional prepaid reward cards owed to him and the level of network service available in his home area We regret any delay in providing the promotional gift cards referenced in Mr***’s filing We confirmed that he qualified for the promotion and that gift cards for him were processed and sent to his address of record on December 4, In addition, and as explained to Ms***, an authorized end user on Mr***’s Sprint account, during our March 29, 2017, discussions with her, we confirmed that the amount of the qualifying charges from their previous carrier was $and that, based on their receiving a $equipment buyout credit when they obtained their new Sprint devices and turned in their equipment from their previous provider at one of our retail locations, the remaining promotional amount of $was processed in the form of the promotional gift card Unfortunately, Mr***’s promotional gift card was not received by him, as the address associated with his Sprint account was no longer valid As a result, we had a replacement gift card processed for him on March 31, 2017, after confirming and updating his mailing address, as provided by Ms [redacted] *** The cards should be received within seven to ten business days from April 3, Although we confirmed that no further credit or reimbursement amounts are warranted for this matter, as a courtesy due to the length of time taken to get the gift card to Mr***, we also applied a credit of $to his account to remove the current balance due reflected on his most-recent invoice We further regret any difficulty Mror Mr [redacted] may have experienced with the use of our services in and around their home area However, we are unable to guarantee coverage at any location at all times As stated in our Terms and Conditions of Service, which can be reviewed 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 We advised Ms [redacted] that our records reflect that our network is performing within parameters and that we found no anomalies with her or Mr***’s service usage However, we advised that we would allow them to cancel services with us with no further billing, contingent upon the return of the devices associated with Mr***’s Sprint account Unfortunately, our March and April 3, and 4, 2017, attempts to follow up with Ms [redacted] subsequent to those actions and our continued review of these concerns have been unsuccessful While it is our goal to amicably resolve all concerns brought to our attention, we regret that we were unable to do so in this situation However, based on our review, we believe that we have fully address Mr***’ reported concerns We regret any inconvenience these matters may have caused and appreciate that Mrand Ms [redacted] took time to provide details of their experiences with our retail and Customer Care representatives We are continually striving to improve the quality of service provided to our customers Please be assured that we value customer feedback and will use this input to further improve our training and processes We regret that our response to the ***es reported concerns may have led to their considering the termination of their services with us If we can be of further assistance with these matters, or if Mror Ms [redacted] would like to provide additional information for our consideration, they can contact me by calling our Executive & Regulatory Services department toll free at ###-###-####, ext*** I am available Monday through Friday between a.mand 3:p.m., Central Time Sincerely, [redacted] 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 [redacted] , and found that the response given by Beatrice was accurateHe helped us in resolving this issueInitially I contacted support numerous times through chat, phone and even used twitter handle but no one were able to resolveIt took billing cycles for sprint to resolve this issueThis complaint can now be closed Regards, Ali [redacted] ***

[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 [redacted] , and find that this resolution is satisfactory to me Regards, Michael [redacted]

[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: [redacted] I am rejecting this response because:I by no means accept their steeling and harassing consumers like me Regards, [redacted] ***

I tweeted them multiple times they finally contacted me and resolved the issue but I had to tweet Otherwise the auto line is redundant and terrible They need better customer service

August 25, Revdex.com of Greater Kansas City Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case 12302012, [redacted] Account xxxxxx Sprint Case To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of Mr [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention In his filing, Mr [redacted] expressed his dissatisfaction with the delay in receiving contract buyout prepaid cards owed to him for switching his services to Sprint He also described unfavorable customer experiences during his attempts to address that concern Mr [redacted] requested that we process those prepaid card promptly We regret any misunderstanding or delay that may have occurred related to the processing of Mr [redacted] ’s contract buyout prepaid cards Our records reflect that Mr [redacted] activated his services on April 1, 2017, and that, upon his submission of the necessary paperwork, his promotional prepaid cards were to be mailed out after days of that dateHowever, we identified that his cards were shipped to a wrong address three different times For the sake of caution, we withheld further processing of his prepaid cards in order to thoroughly investigate the matter Our records further reflect that, on August 7, 2017, we processed checks in the amounts of $and $for Mr [redacted] and mailed them to his confirmed address During our August and 16, 2017, conversations with Mr [redacted] , we provided the information outlined above In addition, we offered a $service credit as a one-time courtesy due to the delay in processing his promotional reimbursement Mr [redacted] indicated his understanding of the information provided and accepted our offer We applied the credit to his account as agreed and informed him that he should receive his above-noted checks within the next seven to ten days Mr [redacted] expressed his satisfaction resolution We appreciate Mr [redacted] ’s taking time to provide details of his 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 inconvenience these matters may have caused If we can be of further assistance with these issues, Mr [redacted] can contact me by calling our Executive & Regulatory Services department toll-free at 1-855-848-3280, extension *** I am available Monday through Friday from a.mto p.m., Central Time Sincerely, Beatrice RBeatrice RExecutive Services Analyst

November 30, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File [redacted] , [redacted] Sprint Account xxxxx*** Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of Ms [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention In the information provided, Ms [redacted] expressed her dissatisfaction with the level of customer service received while attempting to resolve her device related concerns and the length of time taken to remedy this matter She requested that Sprint provide her with a replacement device as agreed We appreciate Ms [redacted] ’s taking time to provide details of her experience with our Customer Care and Technical Support 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 the delay in providing Ms [redacted] ’s replacement device Our records reflect that Ms [redacted] spoke with Customer Service on November 11, and 12, 2016, regarding device related concerns Because she previously visited her local service and repair location twice, we offered to send her a replacement device Ms [redacted] received her replacement device and activated it to her account on November 18, Ms [redacted] confirmed via email on November 18, 2016, that her device concerns had been resolved to her satisfaction We regret any inconvenience this matter may have caused Ms [redacted] If we can be of further assistance related to this matter, 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, LaDonna [redacted] Executive Services Analyst

May 11, 2016Revdex.comWard Parkway, Suite 401Kansas City, MO 64114Re: Revdex.com Complaint 11415225, [redacted] Sprint Account xxxxx Sprint Case 2203551To Whom It May Concern:Sprint is in receipt of the above-referenced inquiry of Ms [redacted] We appreciate your assistance in bringing our customer’s concerns to our attention According to the information provided, Ms [redacted] states that she upgraded three lines of service in April and was advised that the agreements would be in place for one year However, she was later advised that the agreements were in place for twenty-four months Ms [redacted] further believes that a retail store representative signed the Lease Agreements for phone numbers ending 1172, and thus making them invalid As such, Ms [redacted] is disputing the associated Lease AgreementsSprint has investigated the matter and respectfully we were unable to confirm a lease or billing error However, in an effort to resolve this matter amicably, we cancelled Lease Agreements COS-L- [redacted] , COS-L- [redacted] and COS-L- [redacted] effective May 11, We also agreed to credit the Lease cancellation charges totaling $1,406.75, contingent upon Ms [redacted] returning the associated equipment in good condition Ms [redacted] will receive a return kit to facilitate the return of the equipment within to days Additionally, we reset the rebate eligibility dates for the phone numbers ending 1172, and This will allow Ms [redacted] to upgrade these lines of service via a new Sprint Lease or 24-month Installment BillingWe regret any inconvenience that this matter may have caused Ms [redacted] If I can be of further assistance regarding this matter, Ms [redacted] can contact me by calling the Executive & Regulatory Services Department toll-free at 1-855-848-3280, extension I am available Monday through 7:a.mand 3:p.m., Central Time.Sincerely,Christine G.Executive Services Analyst

I rejected their response because the matter has yet to be resolved! This matter, to me, will never be closed until Sprint can guarantee when I call their CS that, if needed, I will be given an American to speak tooUntil Sprint comes out publicly and states this, this matter remain open no matter how many times Sprints calls meThe person I speak to on the other end of the conversation cannot and will not guarantee me anythingIt is a dead conversation going back and forth! Until I see action then this claim remains open, no matter how long it takes!!! It is a redundant conversation over and over with no results! Matter is remaining open for a long time it looks like!!! [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: [redacted] I am rejecting this response because: Regards, [redacted]

June 22, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] Sprint Account xxxxx [redacted] Sprint Case [redacted] To whom it may concern: Sprint is in receipt of the above-referenced inquiry of Ms [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention In her inquiry, Ms [redacted] expressed dissatisfaction with the level of customer service she received while trying to resolve a billing issue She stated that she received an invoice for $1,592, and has been unable to get in touch with her business account representativeMs [redacted] further advised that she was told she was put on the wrong plan; however, she has not received assistance when contacting our Customer Care departmentAs a result, Ms [redacted] is requesting assistance with this matter Our records reflect that Ms [redacted] started service with Sprint on February 9, 2017, with lines of service We sent an email to Ms [redacted] on June 12, 2017, asking her to allow us time to review her account with her business account representative and we would follow up with herOn June 16, 2017, an adjustment of $was applied to the account by the business account representative who also spoke with Ms [redacted] During a subsequent call to her on June and 20, 2017, the business account representative was unable to reach her We sent an email to Ms [redacted] with this information We appreciate Ms [redacted] for taking the time to provide us with her experiences with our Customer Care and business account representativesWe are continually striving to improve the quality of service provided to our customers Please be assured that we value customer feedback and will utilize this input to improve our training and processes We regret any inconvenience this matter may have caused Ms [redacted] If we can be of further assistance with this matter, Ms [redacted] can contact me directly at Sprint’s Executive & Regulatory Services department I can be reached toll free at ###-###-####, ext***, Monday Tuesday, Thursday and Friday, between 7:a.mand 5:p.m., Central Time Sincerely, Shola AExecutive Services Analyst

October 10, Revdex.com Ward Parkway Kansas City, MO Re: Revdex.com [redacted] , Raphael C [redacted] Sprint Account xxxxx Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above referenced complaint of MsRaphael C [redacted] We appreciate you bringing our customers’ concerns to our attention According to the information received, MsC [redacted] stated that when she purchased the now recalled Samsung Note device, she agreed to an installment billing for accessories and was advised she would be receiving Harmon Kardon speakers for free as part of the sale promotion Since the Note device was recalled, MsC [redacted] returned the phone and phone accessories She has continued to be billed for the phone accessories and also has discovered she has an additional installment billing agreement for the speakers MsC [redacted] is seeking to have all charges associated with the phone accessories credited as well as the charges incurred for the speakers Sprint has no higher priority than our customers, and customer safety while using our products is synonymous with that priority Sprint 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 return or exchange to a different device model Further, in our effort to provide clear communication about our devices, features, promotions and pricing, Sprint publishes an overview and our retail brochures, displays, partner stores, and website at www.sprint.com have not deviated from the published information In our continued efforts to provide all of our customers with the best pricing possible, we cannot fulfill any verbal offers that deviate from the formal and approved published device and/or service plan pricing We contacted MsC [redacted] on October 9, 2017, to address the above information Although we maintain that no credit is due, to bring about an amicable resolution to this matter we canceled the installment agreement for the Note accessories that were returned to the point of sale Additionally, as a courtesy we are facilitating the return of the Harmon Kardon speakers and once received in good working condition, we will cancel the installment agreement and credit back all installments paid With these actions, MsC [redacted] considers her complaint has been fully addressed and resolved We appreciate MsC [redacted] for taking time to provide details of her experience We are continually striving to improve the quality of service provided to our customers Please be assured that we value customer feedback and will utilize this input to improve our training and processes If we can be of further assistance, MsC [redacted] can contact me by calling the Executive & Regulatory Services department toll-free at 1-855-848-ext I am available Monday, Tuesday, Thursday, and Friday between 7:a.mand 5:p.m., Central Time Sincerely, Linard AExecutive Services Analyst

I accept the business's response to resolve my complaint

September 16, Revdex.com Ward ***way, Suite Kansas City, MO Re: Revdex.com Complaint ID [redacted] , [redacted] Sprint Account XXXXX***, [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of Mr [redacted] *** We appreciate your assistance in bringing our customers’ concerns to our attention According to Mr***’s inquiry, he purchased a Samsung Galaxy Note last year and after a few months; he began to notice issues with the display screen Mr [redacted] advised that he visited a local service and repair center; however, he was referred to the original equipment manufacturer because he does not subscribe to Total Equipment Protection (TEP) and it cannot be added at this time Mr [redacted] advised that he has contacted the equipment manufacturer and they refused to repair the device citing the phone had been rooted As a result, he is requesting assistance from Sprint with this issue We regret the circumstances that prompted Mr***’s complaint We contacted Mr [redacted] and he advised that Samsung has taken ownership of the issue and is working towards a solution We advised Mr [redacted] that if the device is replaced by Samsung, we can add TEP at the onset of the equipment swap so that warranty issues can be addressed at no charge at one of our service and repair locations Because Samsung currently has possession of Mr***’s device for service and repair, as a goodwill gesture, we applied credits totaling $to his account to offset one basic month’s service charges and applicable taxes Mr [redacted] was advised to keep us in the loop on the final resolution We appreciate Mr***s for taking the time to provide us with the details of his recent customer service experience Please be assured that customer feedback is invaluable and consistently used as we re-evaluate our processes and training curriculum We regret any inconvenience Mr [redacted] may have experienced as a result of this matter If he needs further assistance with this issue, I can be reached toll-free at ###-###-####, extension *** I am available Monday through Friday from 7:a.mto 3:p.m., Central Time Sincerely, April [redacted] Executive Services Analyst

June 8, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File [redacted] , [redacted] Sprint Account xxxxx***, [redacted] & [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry filed by Ms [redacted] We appreciate your assistance in bringing our customers’ concern to our attention According to the information received, Ms [redacted] stated that she is experiencing unresolved technical issues with her device Additionally, she expressed her dissatisfaction with having to purchase a new device since the issue cannot be fixed Ms [redacted] is requesting that Sprint review this matter and provide her with a working replacement device 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 Ms [redacted] does not subscribe to TEP therefore she would need to visit her local Sprint service and repair center for diagnostic testing At that time, if it is determined that the device has a manufacturer’s defect, and is still within the limited one-year manufacturer warranty period, she would be provided with options to replace her device or informed that she 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 Ms [redacted] would be responsible for shipping costs and may have incur additional costs if the manufacturer determined the device issues are not covered by their manufacturer’s warranty If the problem with the device is not covered under the provisions of the limited one-year manufacturer’s warranty, or the warranty period for the device has expired, or she does not want to send the device to the manufacturer, Ms [redacted] has the following options: if the device has an issue that is deemed repairable by the Sprint service and repair center, she may have the device repaired or replaced for a fee at a Sprint service and repair center If the device is not deemed repairable by the Sprint service and repair center, the customer will need to purchase a replacement device Based upon on our research, our records reflect that the device was replaced on June 4, We attempted to contact Ms [redacted] on May 31, and June 5, 2017, to discuss this matter in detail and confirmed if the issue is resolved Unfortunately, we have been unable to reach herWe look forward to speaking with Ms [redacted] and encourage her to contact us regarding any concerns she may continue to have with the account Ms [redacted] should be advised that in order to discuss the details of the account, she must be able to authenticate the account As a result, we want to advise Ms [redacted] to have her PIN and security information available when she contacts usWe regret any inconvenience that these matters may have caused If Ms [redacted] still requires assistance with this matter, she can contact me by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-#### I am available Monday through Friday from 8:a.mto 4:p.m., Central Time Sincerely, Jennifer FJennifer FExecutive 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: [redacted] I am rejecting this response because: in SPRINT held $plus $in their escrow account gaining interest for over two (2) years until April 18, I made attempts to resolve this matter in and Yet, no resolution was sought by SPRINT until I filed this complaint Besides the fact that SPRINT customer service refused to close my account when I requested, I was intentionally overcharged for cell phone services I am entitled to the interest that SPRINT gained In order to completely close this case, I am requesting interest be paid on $ Regards, [redacted] ***

June 19, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case # [redacted] , [redacted] Sprint Account #xxxxx [redacted] Sprint Case # [redacted] To Whom It May Concern, Sprint is in receipt of the above-referenced complaint of [redacted] submitted on June 2, We appreciate your assistance in bringing our customers’ concerns to our attention Mr***’s filing expressed his dissatisfaction with the delay in receiving promotional service credits upon adding a third line of service with the activation an IPhone SE device as part of Sprint’s IPhone SE promotional offerMr [redacted] stated that the third line of service should be freeMr [redacted] requested that Sprint review this matter and honor the promotional offer Sprint has reviewed Mr***’s complaintAccording to our records, Mr [redacted] activated a Sprint account on December 27, 2016, by establishing service on phone lines ending in [redacted] and [redacted] with the purchase of two iPhone 6S devices via Sprint’s Lease program for line ending [redacted] and Sprint’s Installment Billing Agreement for line ending ***In addition, he established phone line ending in [redacted] and activated an IPhone SE device via Sprint’s Installment Billing Agreement, as part of Sprint’s IPhone SE promotionFurthermore, our Retail Store location confirmed that Mr [redacted] qualified for the IPhone SE promotion offer, which is valued at $ Upon the activation of service, Mr [redacted] was provided with a clear disclosure of his monthly recurring charges/equipment purchase, and all other applicable fees and charges However, due to inadvertent error, the promotional service credit of $was not properly configured onto phone line ending in ***Therefore on June 8, 2017, our Retail Store’s Management team spoke with Mr [redacted] and confirmed that he qualified for the IPhone SE promotional offerAccordingly, our Retail Store’s Management team advised Mr [redacted] that a one-time credit of $will be applied to his account, effective June 8, 2017, to offset the $monthly installment billing charge associated with phone line ending in ***This adjustment will appear on Mr***’s June 30, 2017, billing statementMr [redacted] accepted our resolution and Sprint’s efforts to resolve his billing concerns We appreciate Mr [redacted] taking the time to provide us with the details of his experience with our Retail store We are continually striving to improve the quality of service provided to our customers Please be assured that we value Mr***’s feedback and have forwarded it to the appropriate management for review and will utilize his input to improve our training and processes We regret any inconvenience that Mr [redacted] may have experienced while attempting to resolve the aforementioned concerns If we can be of further assistance, Mr [redacted] can reach us by calling the Executive & Regulatory Services department toll-free at ###-###-####, ext*** I am available Monday through Friday from 7:a.mto 4:p.m., Eastern Time Sincerely, /s/ Regina SExecutive Services Analyst

January 25, Revdex.com Ward Parkway, Suite Kansas City, MO RE: Revdex.com Inquiry [redacted] , [redacted] Sprint Account xxxxx Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of Mr [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention In the information provided, Mr [redacted] advised that when he upgraded his devices in November we did not fully inform him of the details of the current promotional rate plan on his Sprint account, namely that the monthly promotional pricing will increase in He requested that we keep his pricing at the rate he was originally quoted We regret any possible misunderstanding that may have occurred related to Mr [redacted] ’s Sprint billing and the terms of our referenced promotional rate plan However, based on our review, we were unable to identify any billing error associated with his account Our records reflect that Mr [redacted] activated his four lines of service on November 29, 2015, with our 6GB 50% off plan, which provides unlimited talk, text and GB of shared data among the four lines on his account for a total monthly recurring charge of $30, per monthHowever, as outlined in the terms of the rate plan and our promotional materials, the cost of that plan will increase after January 8, 2018, to a rate of $per month These rates do not include applicable Phone Access Charges, taxes and surcharges During our January 6, 2018, discussion with Mr [redacted] , we explained the information detailed above We also informed him that the same details are reflected on his monthly Sprint billing statement and were provided to him in the transaction summary provided when he activated his services with us As such, we informed him that we are unable honor his request However, due to any possible miscommunication that may have been provided at the time of his device upgrade, we applied a one-time courtesy credit of $to his account on January 25, We regret any inconvenience this issue may have caused Mr [redacted] If we can be of further assistance regarding this matter, he can contact me by calling our Executive & Regulatory Services department toll-free at 1-844-2828211, ext*** I am available Monday through Friday between 7:a.mand 4:p.m., Central Time Sincerely, Sean JExecutive Services Analyst

My complaint has been settled I am very happy with the service from Boost Mobile and Sprint they took care of my problem and got me in a new phoneI could not have asked for more.Thank you, [redacted]

August 9, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File [redacted] Sprint Account XXXXX***, [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above inquiry filed by Mr [redacted] *** 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 [redacted] is requesting that the refund be processed immediately We contacted Mr [redacted] and apologized for any inconvenience this matter may have caused him Our records indicate that Mr [redacted] 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 [redacted] provided As a result, the issue is now resolved We thank Mr [redacted] 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 [redacted] Executive Services Analyst