Sprint Corporation

Complaint Detail / ProblemComplaint Type:Billing or Collection IssuesselectProblem:I have filed a claim for identity theft because a Sprint Employye added to lines to my account without my knowledgeMy account number is [redacted] The lines were added on April 9th, and the additional charges to my bill are $I spoke to rep [redacted] who told she would remove the charges and did notI am very upset and want the charges removed asap.TranslateDesired Resolution / OutcomeDesired Resolution:Billing AdjustmentselectDesired Outcome:Remove the $charges that was added when the lines were added to my account without my knowledge

March 20, Kansas City Revdex.com Ward Parkway Kansas City, MO [email protected] Re: Revdex.com File # [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] on March 1, We appreciate your assistance in bringing our customer’s concerns to our attention According to the information provided, Mr [redacted] expressed his dissatisfaction with receiving inadequate coverage in his home service area of Deerfield Beach, FL as well as being assessed Lease and Installment Billing accelerated cancellation charges, upon cancelling his account and returning the devices to a local Sprint Retail Store locationMr [redacted] requested that Sprint review this matter, adjust his account accordingly and remove all negative reporting from the credit bureaus Sprint has reviewed Mr [redacted] ’s complaintWe spoke with Mr [redacted] on March 3, 2017, to further discuss his concerns During our conversation, we advised Mr [redacted] that we would investigate his concerns and follwith him accordinglyAccording to our records, on December 28, 2016, Mr [redacted] established service with Sprint by activating phone lines ending in ***, ***, [redacted] and ***At that time, he activated four devices via Sprint’s Leasing program Please note effective September 19, 2014, Sprint launched the Sprint Lease program, an industry-first option that gives qualified new and existing customers the flexibility to lease select Smartphones and Tablets for a lower monthly cost versus purchasing the device Lease payment varies by device and a down payment may be required and varies by customer and device With a lease option, Sprint owns the device At the end of a lease term, you can purchase the device and own it outright, return it to us, or return it to us and upgrade to the latest device For further information regarding Sprint Leasing please visit www.sprint.com/leaseIn addition, our records indicate that Mr [redacted] established phone lines ending in ***, [redacted] and [redacted] on December 28, 2016, and purchased four devices via Sprint’s Monthly Installment program Please note that Sprint’s Monthly Installment Billing program provide new and existing customers an affordable option to purchase available accessories Customers simply purchase the available accessories with no or a variable down payment, depending on equipment, and agree to monthly installment payments for the items There are no service discounts for accessories purchased through Sprint Easy Pay 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 the accessories being purchasedFor additional information and eligibility requirements customers can visit www.sprint.com/easypayWe regret that the coverage in Mr [redacted] ’s service area is falling short of his expectations We constantly monitor our network for service and capacity-related issues, and work diligently to address any issues we identify or are brought to our attention by our customers Our research into this matter determined that our network serving the area near Mr [redacted] ’s billing address is located within Sprint’s “best” coverage area Please note, as stated in our Terms and Conditions of Service which can be viewed at www.sprint.com, 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 Our records indicate that aforementioned phone lines were cancelled on January 9, 2017, within Sprint’s Satisfaction Guarantee periodUpon the cancellation, of his account, he was assessed Lease cancellation, Lease Device Purchase Amount charges and Installment Billing accelerated cancellation charges as reflected on the January billing statement Furthermore, we confirmed that the devices were returned to a local Sprint Retail Store location on January 25, To further investigate Mr [redacted] ’s concerns, we engaged our Retail Stores Management team for further assistance As a result of the investigation, we have confirmed that adjustments were applied to his account to offset the disputed charges These adjustments will appear on the April billing statement In addition, we have confirmed that this account was not reported to any credit reporting agenciesSince our initial conversation, we have followwith Mr [redacted] on March 20, 2017, and relayed the aforementioned information and resolution to him Mr [redacted] confirmed that he was satisfied with the resolution provided We appreciate Mr [redacted] 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 [redacted] ’s feedback and that his concerns will be forwarded to the appropriate managerial staff for further review We regret any inconvenience Mr [redacted] may have experienced while attempting to resolve this matterIf we can be of further assistance with this issue, Mr [redacted] can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext*** I am available Monday through Friday between 7:a.mand 4:p.m., Eastern Time Sincerely, /s/ Catherine [redacted] Catherine [redacted] Executive & Regulatory Services Analyst

May 16, Revdex.comWard Parkway, Suite 401Kansas City, MO Re: Revdex.com Complaint ID [redacted] Sprint Account XXXXX***, [redacted] L [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of Mr [redacted] L [redacted] , submitted on April 26, We appreciate your assistance in bringing our customers’ concerns to our attentionBased on the information received from Mr [redacted] , he states that he has had an unfavorable customer experience while attempting to address his services being interrupted due to circumstances beyond his controlMr [redacted] is requesting credit to his account for inconvenience We spoke with Mr [redacted] on May 2, 2017, and confirmed that services were restored as a payment arrangement was extended with a payment of $due May 10, During our review of the account, we did not find any Sprint errors associated with his account, therefore, we respectfully decline his request for credit Further our records confirm that, account XXXXX [redacted] was cancelled effective May 13, 2017, when the lines of service were ported out to another carrier.We appreciate Mr [redacted] for taking the time to provide us with details of his recent customer service 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 I may be of further assistance regarding this matter, I can be reached by calling our Executive & Regulatory Services department toll-free at ###-###-####, extension ***I am available Monday, Tuesday, Wednesday, and Friday between 8:a.mand 5:p.m., Central Time Sincerely, LaToya [redacted] Executive Services Analyst

Dear Sir/Madam,This is [redacted] , claim # [redacted] .I just wanted inform you that Sprint has apologized and decided to reduce the unfair bill by 1/.Although I believe that they should have removed the whole charge,due to their approach and apology,I decided to settle the claim.This couldn't have happened if Revdex.com hasn't been involved .The same people who hanged up phone on me called me and discussed the matter they refused to hear before.I am proud of your services and I would like to thank Revdex.com for every thing.***

February 14, 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 ***ention According to the information provided, Ms [redacted] was told that her bill should be $per month on her family plan promotion but her first bill was much more than she was told it would beMs [redacted] called into our Customer Care department to resolve this issueMs [redacted] states she was misled and treated unprofessionallyShe further advised that she called on January 30, 2017, and spoke with our Customer Retention team who agreed to get her bill down to $a month Ms [redacted] requests to have her account balance reflect what she was promised We contacted Ms [redacted] on January 31, 2017, and advised that we would work with her to ensure that her next bill reflects the offer by our Customer Retention teamWe also agreed to allow her to return her Mobile Broadband Router as she doesn’t have any need for itShe states she was sold this device with the impression that it had no cost associated with itMs [redacted] and I have a follcall scheduled after her next bill is generated to go over all the charges and adjustments made to her accountMs [redacted] agreed that the issue is resolved to her satisfaction We appreciate Ms [redacted] for taking the time to provide us with the details of her experience with our Customer Care team We are continually seeking ways to improve the quality of service provided to our customers Please be assured that we value Ms***’s feedback and that her concerns have been forwarded to the appropriate managerial staff for further review If we can be of further assistance, Ms [redacted] can contact me by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####, ext*** I am available Monday through Friday between a.mand p.m., Central Standard Time Sincerely, Joel [redacted] Executive Services Analyst

Executive & Regulatory Services [redacted] March 21, Revdex.com Ward Parkway Kansas City, MO Re: Revdex.com Complaint [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 with bringing our customers’ concerns to our attention In his inquiry, Mr [redacted] stated that he was informed that his monthly invoice would be $each month including taxes However, his monthly invoice reflects an account balance of $ He has requested that his monthly invoice reflect $ We attempted to reach Mr [redacted] via phone on March and 15, 2017, to discuss his concerns in detail We also mailed a letter to his address on file requesting that he contact our office to address her concerns As of this date, Mr [redacted] has not contacted our office Sprint is committed to protecting the privacy of our customers In accordance with that commitment, we take measures to verify that a person is authorized to discuss and/or make changes to an account Specifically, we require that each account has a PIN and that the account’s PIN or security question/answer is verified before we discuss account information or make any changes to the account In accordance with that policy, we must first speak with Mr [redacted] 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 [redacted] and encourage her to contact us at his earliest convenience We have however reviewed the account and find that Mr [redacted] ’s monthly service charges total about $before taxes, surcharges, applicable fees, and monthly equipment charges If I can be of any further assistance regarding this matter, I can contacted directly by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext#### so that we may fully address her concerns I am available Monday through Friday between 9:a.mand 5:p.m., Central Time Sincerely, Terrence [redacted] Executive Services Analyst

November 27, Revdex.comWard Parkway, Suite 401Kansas City, MO Re: Revdex.com File [redacted] -Rebuttal, Angenette H [redacted] Sprint Account XXXXX*** Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced rebuttal of MsAngenette H [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention once again In her rebuttal, MsH [redacted] stated that she was dissatisfied that she was not offered a free phone because of her 18-year tenure with Sprint, and because of her dissatisfaction with the customer service she recently experienced Furthermore, she requested that we not call her As a result, MsH [redacted] again requested that Sprint provide her with a device, free of charge We appreciate MsH [redacted] ’s business and regret that she is dissatisfied with our prior handling of her account concerns While we are not able to provide MsH [redacted] with a new device at no cost, because of her tenure with Sprint, she is eligible for a number of equipment discounts for as low as a $per month leasing option We also offer a number of other equipment discounts that vary based on phone model If MsH [redacted] would like more information regarding any of our promotional offers, we welcome her to contact our office Because MsH [redacted] requested that we cease from contacting her, we did not make an attempt to contact herWhile she may disagree with our position, we believe her concerns have been thoroughly investigated and as such, all further inquiries regarding this matter will be met with the same response We appreciate MsH [redacted] for taking time to provide details of her experience with our customer service department We are continually striving to improve the quality of service provided to our customers Please be assured that we value customer feedback and that her concerns will be forwarded to the appropriate managerial staff for further review We regret any inconvenience that MsH [redacted] may have experienced If we can be of further assistance with this concern, she can contact me directly by calling our Executive & Regulatory Services department toll-free at 844-282-8211, ext*** I am available Monday through Friday between 7:a.mand 3:p.m., Central Time Sincerely, Minnie SExecutive Services Analyst

March 6, Kansas City Revdex.com Ward Pkwy, Suite Kansas City, MO Re: Revdex.com Case [redacted] Sprint Account xxxxx [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of [redacted] *** [redacted] submitted on January 31, We appreciate your assistance in bringing our customers’ concerns to our attention According to the information provided, Mr [redacted] expressed his dissatisfaction with his attempts to address his defective equipment, equipment return and billing concernsMr [redacted] stated that in December 2016, he visited a Sprint Retail Store location and replaced his defective leased iPhone device and purchased a leased iPhone device associated with phone number ending in ***Mr [redacted] further stated that the Sprint Retail Store location refused to accept the return of the defective leased iPhone device and was supposed to mail him an equipment return kit; however, he did not receive the aforementioned kitTherefore, Mr [redacted] requested that Sprint review these matters, and apply an adjustment to his account to offset the Lease Device Non-Return fee of $and the remaining Lease cancellation charge of $associated with phone number ending in ***, and send him an equipment return kit to the mailing address on file Sprint has reviewed Mr [redacted] complaintOur records reflect that on July 1, 2015, Mr [redacted] upgraded and purchased an iPhone device via Sprint’s Lease programPlease be advised that effective on September 19, 2014, Sprint launched the Sprint Lease program, which gives qualified new and existing customers the flexibility to lease select Smartphones and Tablets for a lower monthly cost versus purchasing the deviceLease payment varies by device and a down payment may be required and varies by customer and deviceWith a lease option, Sprint owns the deviceAt the end of a lease term, you can purchase the device and own it outright, return it to us, or return it to us and upgrade to the latest deviceMore information regarding the Lease program is available at our website, www.sprint.com/lease Additionally, our records reflect that on December 12, 2016, he visited a Sprint Retail Store location and upgraded and purchased an iPhone Plus device to replace the defective iPhone device associated with phone number ending in [redacted] via Sprint’s Lease program Since the July lease associated with phone number ending in [redacted] was cancelled prior to fulfilling the respective Lease Agreement, our records reflect that on December 12, 2016, Mr [redacted] account was assessed a Lease Device Non-Return charge of $and the remaining Lease cancellation charge of $149.10, as reflected on the December invoice Our records further indicate on January 4, and of 2017, Mr [redacted] contacted Sprint to dispute his December invoice and he requested Sprint to send him an equipment return kit to the mailing address on fileAlso, our records reflect that on February 16, 2017, Sprint applied adjustments for the Lease Device Non-Return fee of $and the remaining Lease cancellation charge of $149.10, as reflected on the February invoice We spoke with Mr [redacted] on March 6, 2017, and we relayed the aforementioned information to himAs such, he has confirmed that his billing concerns were fully resolvedIn a final effort to further resolve his account concerns, Sprint applied a one time $adjustment to his account to offset a portion of his February invoiceMr [redacted] has expressed his satisfaction regarding the resolution of his account concerns We are committed to providing excellent service on every contact with every customer and regret any possible misunderstanding that may have occurred related to Mr***’ account concernsPlease be assured that we take every inquiry seriously and that we appreciate Mr***’ feedback We regret any inconvenience we may have caused Mr***If we can be of further assistance with this issue, Mr [redacted] can contact me by calling our Executive & Regulatory Services department toll-free at [redacted] , ext***I am available Monday through Friday between a.mand p.m., Central Time Sincerely, [redacted] Executive and Regulatory Services Analyst

August 22, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [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] disputed unspecified charges assessed to her Sprint account and expressed her dissatisfaction with recent interruptions of her services although she had previously established arrangements to satisfy her past-due account balance She also described unfavorable customer experiences during her attempts to address those issues We regret any misunderstanding that may have occurred regarding Ms***’ Sprint billing and the status of her services related to her referenced payment arrangements We have been unable to identify any billing error associated with her Sprint account; however, we confirmed her services were interrupted for non-payment on July 31, and August 2, We realize that situations may arise that prevent customers from remitting required payments by the due date, and Sprint can often assist with payment arrangements, if available However, not all payment arrangement requests can be honored Our records that Ms [redacted] has contacted our Customer Care and Consumer Finance departments on multiple occasions recently to set or alter payment arrangements and that our teams have accommodated her requests to the best of our ability; however, an inadvertent keying error during one of those interactions led to our billing system not acknowledging one of those payment dates Our records further reflect that Ms [redacted] spoke with our representatives of a specialized escalations team on August 7, 2017, regarding her reported concerns and that, at that time, we discussed her rate plans and monthly charges with her and verified that no billing error exists During that interaction, we also reviewed her payment arrangement history and, based on our findings and additional information Ms [redacted] provided, applied a courtesy credit of $to her account to offset a portion of her monthly rate plan charges In addition, our representatives updated her Sprint account to include a one-time extension of her current payment arrangement through September 1, During our August 10, 2017, follconversation with Ms***, she confirmed the information outlined above She also advised that the matters were fully addressed to her satisfaction We appreciate Ms***’ taking time to provide details of her experiences with our retail, Customer Care, and Consumer Finance representatives We are continually seeking ways to improve the quality of service provided to our customers Please be assured that we value customer feedback and that these concerns have been forwarded to the appropriate managerial staff for further review We regret any inconvenience these concerns may have caused Ms*** If we can be of further assistance with these matters, she can contact me by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####, extension *** I am available Monday through Friday from 7:a.mto 3:p.m., Central Time Sincerely, Katherine DExecutive Services Analyst

July 7, Revdex.comWard Parkway, Suite 401Kansas City, MO Re: Revdex.com File [redacted] , [redacted] W*** 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 his inquiry, Mr [redacted] expressed his dissatisfaction with the length of time taken to credit charges his disputed $deductible and the $non-return equipment fee stating that resulted from someone fraudulently filing a device claim He further stated that he contacted Asurion, the Total Equipment Protection administrator, and was advised that it would take from two to three bill cycles to credit the $deductible Further, he stated that he contacted our Customer Care Department and our representatives advised him that it would take business days to credit the $Equipment Non-Return Fee but he has yet to receive the credit As a result, Mr [redacted] requested that we credit his disputed account charges We regret any delay that may have occurred in addressing Mr***’s reported billing concerns Our records reflect that on June 7, 2017, an $credit was applied to his account to offset the Equipment Non-Return Fee During our June 30, 2017, conversation with Mr***, we provided the information above Further, we advised that based on the nature of his report, we would forward the matter to our Fraud department for further review We contacted Mr [redacted] again on July 6, 2017, and advised that we completed our investigation and confirmed that fraudulent activity occurred in regard to the referenced billing issue We further advised that will credit the $deductible charges within two to three business days Mr [redacted] was satisfied with our resolution If we can be of further assistance regarding these matters, Mr [redacted] 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

[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 Thanks you for resolving this and taking the time to contact me Regards, [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, Lachelle ***

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 the information provided, Ms [redacted] expressed her dissatisfaction with the level of customer service provided while trying to resolve her billing issues, stating that she should not have any past due balance, as she overpaidIn addition, Ms [redacted] expressed concern with her monthly account balance, stating that in June 2017, she was placed on a plan for $per monthMs [redacted] is requesting for her services to be restored, to have the past due balance and current balance adjusted and to be assessed $per month We have thoroughly reviewed Ms [redacted] ’ accountOur records reflect that Ms [redacted] made a payment on March 9, 2017, for the billing period from January 2, 2017, to February 1, After the March 9, payment, Ms [redacted] did not remit an additional payment until April 17, As a result, her account reflected a past due balance for unpaid service charges from invoice February 2, to April 1, Since then, Ms [redacted] has remitted additional payments As such, we have confirmed that her service is not suspended Our record further reflects Ms [redacted] is on the Unlimited Freedom plan with lines 3-free, with automatic payment enrollmentMs [redacted] did not enroll in automatic payment, which brings her plan charges to $before taxes, surcharges and any additional fees We regret any frustration that Ms [redacted] may have experienced regarding her reported concerns In an effort to reach a satisfactory resolution, we attempted to contact Ms [redacted] via the e-mail provided and by phone on June 12, 13, 16, and 2017, to discuss her complaint in detail; however, we were unable to reach her We also mailed a letter to the address on file on June 16, 2017, asking Ms [redacted] to contact us To date, we have not received a response from Ms [redacted] Sprint is committed to protecting the privacy of our customersIn accordance with that commitment, we take measures to verify that a person is authorized to discuss and/or make changes to an account Specifically, we require that each account has a PIN and that the account’s PIN or security question/answer is verified before we discuss account information or make any changes to the account In accordance with that policy, we must first speak with Ms [redacted] and have her provide us with the aforementioned security information before we can discuss the account or assist her with the concerns raised in her complaintWe look forward to speaking with Ms [redacted] and encourage her to contact us at her earliest convenience If we can be of further assistance with this issue, Ms [redacted] 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, [redacted] AExecutive Services Analyst

May 12, Revdex.com Ward Parkway, Suite 401Kansas City, MO Re: Revdex.com Inquiry [redacted] , ***, *** Sprint Account xxxxx*** Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of Ms [redacted] ***, which was forwarded to the Executive & Regulatory Services department for review We appreciate your bringing our customers’ concerns to our attentionIn the information provided, Ms [redacted] states that she contacted representatives in our Finance department to establish a payment arrangement on her account after her service was interrupted for non-payment on April 25, Ms [redacted] indicates that after speaking with a Finance representative for three hours over a two-day period, she was unable to negotiate a payment arrangement, and that she is canceling her serviceShe further indicates that she has been a customer since and believes that she has been overcharged for many years And finally, she states that she is a senior citizen on a tight budget and can no longer afford Sprint We regret any misunderstanding that may have occurred We realize that situations may arise that prevent customer’s from making their payment by the due date Ms [redacted] was not denied the ability to establish a payment arrangement; however, her account needed to have been paid current before any payment arrangements could have been made We may require payment on customer’’ account or a guarantee of payment before services can be restored We regret that this may not have been explained to Ms***; however, this information is provided in our Terms and Conditions of Service and she has set payment arrangements in the past We informed Ms [redacted] of the requirements to restore her service; however, she stated that she was in the process of transferring to another mobile carrier As a result of one of the lines of service porting to another carrier prior to the fulfillment of the lease agreement, lease cancelation charges were assessed, and are reflected on her April 30, 2016, invoice, and added to the already past due amount The other three lines of service are suspended due to non-payment As a result, Ms [redacted] has a $1,past due balance, which includes the cancelation charges for one device, and excludes the $current charges that are due by May 20, We regret any inconvenience that this matter may have caused, as well as Ms***’ decision to cancel her service If she would like to make a payment and restore services on the suspended lines of service, she can contact our Finance department toll-free at ###-###-####Once the account is canceled, payment arrangements should then be made with the collection agency to which her account will ultimately be assigned If further assistance is needed, we can be reached by calling the Executive & Regulatory Services department by calling toll-free at ###-###-####, ext*** I am available Monday through Friday between 7:a.mand 3:p.m., Central TimeSincerely, Bridgette F.Executive Services Analyst

January 6, Revdex.com [redacted] ** [redacted] Re: Revdex.com File [redacted] Sprint Account [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 In his inquiry, Mr [redacted] expressed his dissatisfaction with the level of customer service and the length of time taken to receive a refund for the credit balance reflected on his canceled Sprint account He requested that someone contact him regarding his refund and the customer service received We appreciate Mr [redacted] ’ s for taking time to provide details of his experiences with our Customer Service department and Sprint retail store 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 Our records reflect that Mr [redacted] canceled his Sprint account on October 13, and returned the recalled Samsung Note device Our records further reflect that the canceled account reflected a credit balance for $that was refunded to her via check on December 17, During our conversation with Mr [redacted] on December 22, 2016, we confirmed that the credit balance for $was originally refunded via electronic ACH to his checking account; however, there was no valid account number and the refund was reversed We explained that a refund check was issued on December 17, We advised Mr [redacted] that his canceled account now reflects a zero balance and that he should receive his refund check within 10-business days We regret any inconvenience that this matter may have caused Mr [redacted] and the loss of his business If we can be of further assistance related to this concern, he 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 JExecutive Services Analyst

March 31, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File [redacted] , [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above inquiry of Mr [redacted] *** We appreciate your assistance in bringing our customers’ concerns to our attention According to Mr [redacted] ’s inquiry, he attempted to establish services with Sprint; however, when he was informed that his former carrier’s device was not able to be activated, he canceled the transaction Mr [redacted] is seeking assurance that his credit was not pulled during this process We regret any inconvenience this matter may have caused Mr*** We were unable to locate a credit application for Mr [redacted] during the previous day periodAs a result, we do not believe this transaction resulted in an inquiry to his credit file If Mr [redacted] needs further assistance with this matter, I can be reached toll-free at ###-###-####, ext*** I am available Monday through Friday from 7:a.mto 3:p.m., Central Time Sincerely, April [redacted] Executive Services Analyst Tell us why here

December 14, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Complaint ID [redacted] Sprint Account XXXXX***, [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the supplemental inquiry filed by Ms [redacted] *** We appreciate your assistance in bringing our customers’ concerns to our attention According to Ms***’s rebuttal inquiry, she is not confident that her billing issues are resolved and has requested that Sprint allow her to cancel services without incurring any cancellation fees We spoke with [redacted] on December 9, 2016, regarding her rebuttal inquiry and remaining billing concerns We informed her that we would regret losing her as a customer, and we also assured her that her monthly charges are estimated at $each month after the $Buy One Get One (BOGO) credit is applied, which is a very competitive rate for unlimited talk and text with 2GB of data We also agreed to review her December 10, 2016, invoice to ensure that the billing is consistent with this estimate and follow up with her on December 12, Ms [redacted] accepted our offer, and we contacted her on December 12, 2016, to confirm that her December invoice generated with a balance due of $as discussed As a result, Ms [redacted] decided to retain her service and no longer desired cancellation We regret any inconvenience Ms [redacted] may have experienced as a result of this matter and look forward to a long and positive business relationship If she 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

[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, Mauricio H [redacted]

April 14, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] Sprint Account xxxxxx [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-mentioned complaint of Mr [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention In his inquiry, Mr [redacted] states at the end of his contract he visited the Sprint store to find out about cancelling his service He states he was informed to visit his new carrier, port out his numbers, and then return devices On January 6, 2017, Mr [redacted] states he returned the devices back to the Sprint store Three weeks later, he states he was billed for the devices that he returned As a result, he is requesting that the account be removed from collections and to remove any negative credit reporting regarding this matter We spoke with Mr [redacted] regarding his account billing concernsWe advised Mr [redacted] that his account was credited $on April 13, 2017, for the return of his four devices With this credit, his account is in final status and reflects a zero balance Additionally, the referenced account was removed from collections We also confirmed that the account was not reported the credit bureausMr [redacted] accepted our handling of this matter and did not require any further assistance Accordingly, Sprint considers this matter fully addressed and resolved We appreciate Mr [redacted] for taking the time to provide us with the details of his customer service experience 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 We regret any inconvenience this matter has caused Mr [redacted] If he needs further assistance, he may contact me by calling the Executive and Regulatory Services department toll-free at ###-###-####, extension *** I am available Monday through Friday from 8:a.mto 4:p.m., Central Time Sincerely, Alethea BExecutive Services Analyst Tell us why here

July 5, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File [redacted] , [redacted] Sprint Account xxxxx***, [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry filed by Ms [redacted] on behalf of Mr [redacted] We appreciate your assistance in bringing our customers’ concern to our attention According to the information received, Ms [redacted] stated that when she upgraded to new devices at her local Sprint Retail store, she received a promotional offer for free accessories She stated that she purchased $worth of accessories and signed an installment agreement and was advised that she would receive a monthly credit in the amount of $to offset the installment payments after three billing periods However, after three billing periods, the monthly service credit did not reflect on her account As a result, she stated that she was advised to return to the Sprint Retail store to have the issue resolved and was able to return one of the items that she purchased and received a refund in the amount of $ However, she was unable to return the other items and she is continuing to be billed for the accessories that she stated should be free As a result, she requested that Sprint review this matter and provide a credit in the amount of $to cover the remaining charges for the accessories that should be freeDuring our conversation with Ms [redacted] , an authorized user on Mr [redacted] ’s account on June 28, 2017, we explained that in our effort to provide clear communication about features and pricing, Sprint publishes an overview of our service plans, pricing and features 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 pricingOur records reflect that Ms [redacted] purchased accessories under the Sprint Easy Pay option and agreed to monthly installment payments in the amount of $ Upon purchasing the accessories on February 25, 2017, Ms [redacted] was provided with a clear disclosure of the equipment purchases and all other applicable fees and charges for the above-mentioned accessories that he purchasedFurthermore, we were able to locate signed copies of the electronic transaction summary, which includes a description of the charges in questionBased on our review, we were unable to identify any miscommunication regarding the terms of the monthly charges on Sprint’s part during the purchase of the above accessoriesHowever, due to any possible miscommunication that may have occurred and in an effort to bring about an amicable resolution to this matter, we offered to provide a bill credit in the amount of $to offset the remaining balance for the accessories However, she will continue to see the $monthly installment charges for the accessories until February Ms [redacted] accepted our offer and confirmed that her issue is resolved We appreciate Ms [redacted] for taking the time to provide us with her feedback regarding her experience with our retail store representative We are continually seeking ways to improve the quality of service provided to our customers Please be assured that we value her feedback and that her concerns have been forwarded to the appropriate managerial staff for further review We regret any inconvenience that this matter may have caused If I can be of further assistance with this matter, Ms [redacted] can contact me by calling our Executive & Regulatory Services department toll-free number at ###-###-####I am available Monday through Friday from 8:a.mto 4:p.m., Central Time Sincerely, Jennifer F Jennifer FExecutive Services Analyst