KMS

Information
Changes Made to the Credit or ATM
Debit Card Payment and Single
Direct Debit
Back in April, we notified you that:

Due to NACHA (The Electronic Payments Association) regulations, if a check/savings account payment returns to
Sprint with any one of the following return codes, we cannot process another payment using that
checking/savings account number for an entire year from the date the payment returned to the BAN

Then we asked you to determine what code was used when the payment was returned and asked that you not take
a payment from the customer if the last check or savings account payment made was returned with a specific
return code.
The above mentioned process was a temporary fix and you NO LONGER NEED TO PERFORM IT. We have
finally come up with a permanent system fix which is listed below.

A new returned payment database has been created consisting of checking or savings accounts or credit or debit
cards where there have been fraud instances, returned checks or charge backs.

When a checking or savings account payment or credit or debit card payment is processed in Ensemble, the
payment will be validated against this database. If the checking or savings account or credit or debit card is
located in the returned payment database, Ensemble will not allow you to process the payment or to enroll the
account in Single Direct Debit.

If the customer insists on processing the payment or wants to escalate the call, seek assistance from the
Escalation queue or a Supervisor.

The Single Direct Debit Payment in Ensemble, the Single Direct Debit Enrollment in Ensemble and the Credit or
ATM-Debit Card Payment M&P's have been updated with this information.

Seek assistance from your Supervisor if you have any questions or concerns regarding this.
Actions:

When processing a credit or debit card payment Ensemble will automatically validate against the returned payment
database. You do not have to do anything.
When processing a check or savings account payment, in order for the account to be validated against the returned
payment database, you must enter a number into the check number field.

Collections will use the number '9' / Care will use the number '8'

If a check number is not entered, the payment will process like normal and will be given an authorization code.

Later that night, Ensemble will validate those accounts that did not have a check number entered in the check
number field against the returned payment database.

All accounts that are listed in the database will be backed out of Ensemble with the NEGSUS reason code.

This of course causes a negative customer experience so it is very important that you enter the number '9' in the
Check No. Field for every check or savings account payment you process in Ensemble.
Payment Posting Time
Matrix
SL Exclusions
This is the information that SL Exclusions displays:

Dispute: Displays the total amount of all disputes currently open on the BAN.

Pending net Deposits: Displays deposits required, but not yet paid.

RC and Setup Fee: Displays the total amount of prorated recurring charges that are excluded from the Net
Balance calculation once the first bill is generated. This charge is still included in the invoice and must be
paid. This amount will be added back to the Net Balance after the first bill due date

RC and Setup Fee Tax: Displays the tax amount associated to the RC and Setup Fee.
Most of the times we are giving extentions or increasing the SL without reviewing the SL Exclusions and when
would be applied on the account. This is something that could affect the PA proccess and the service as
well.

Example:

Mr Deloach called in to set up PA, he has 3 lines and each one has different MRC due to diferent plans.

As you can see in the example mr Deloach has a past due of $76.80, and a current bill of $299.54. Also pending unbilled charges for
$38.55. Under normal circumstances the total balance should be $414.89 leaving the customer above his spending limit -
$39.89, Since his Spending limit is $375.00

The Net Balance is not impacted because the system excludes $217.81 that is the MRC for all the lines on the account plus
Taxes(Line 1$59.99+$7//Line2 $29.99+$15+$5+$5+$7/// Line3 $69.99+$7 /// Total MRC $205.97+11.84).

Instead of $414.89 we have a total Net balance of $197.08, that is the result of : PD $76.80+ Pending Charges $38.55 and other
charges on his current bill, $81.73.
As mentioned before, he wanted to set up PA for the entire balance,the representative offered to set up an
arrangement in which he could pay the balance in full by making three payments in three differents dates.
The first amount ($125.45) would be paid by 04/15/09.

The agent did not recognized that due date is 04/11/09 and did not know that exclusions would be added into the
net balance, by 04/12/09 leaving the customer -$39.89 under the spending limit. For that reason mr Deloach
will call back to find out why his service has been interrupted, since he agreed to pay on april 15th.

We think the PA was valid, but he could increase the SL at least $70.00 to avoid this to happen.

We suggest agents have to pay more attention when granting PA specially when dealing with SL customers.
We think that the SL exclusions has become a really important part of the negotiation, and if it's not
reviewed carefully will cause service interruptions and customers have to call back unnecessarily
Sigma Accounts
Details:

The Sigma Project specializes in handling accounts that have reached a state of collections in which they
are highly likely to churn and are at risk of involuntary cancellation. Some of these accounts will be
able to remain profitable Sprint customers if we can offer additional time for them to bring their
account current.

Sigma customers receive a letter asking them to give us a call so that we can negotiate a payment
schedule to bring their account back to a current status restore their service and keep them from
leaving Sprint.

Sigma Representatives ensure that the customer understands that if the agreed on payment(s) are not
made, the payment arrangement extension becomes void, their service will be interrupted and their
account may be forwarded to a collection agency.

Actions:

You should not override any payment arrangement granted by a Sigma Representative. The details of the
arrangement are listed in Memos under the CLRI memo code.

If you receive a call from a customer who states that they received a Sigma letter and is requesting the
credit the letter promised, ask the customer for the phone number listed on the letter and transfer the
customer to the phone number the customer gives you.

If the customer states that they no longer have the letter, advise the customer that you are unable to credit
the account as letter promised. Handle the call like you would any other.

If the customer wants to escalate the credit issue, follow typcial escalation procedures
High Balance Accounts
Due to the current nature of our business, it has become essential that Sprint pro-actively resolve our
customers billing issues before they may even be aware they exist.

Every time a billing cycle closes, there are hundreds of accounts that somehow end up with an
excessively high bill larger than their normal monthly charges.

Immediately following every bill cycle, representatives working on the High Balance Team call the
customers who fall within the pre-determined high balance threshold and pro-actively work with them
to resolve this problem.

Once a solution is deemed necessary and identified, the representative will fix the problem on the account
(usually a rate plan or feature change), educate the customer thoroughly and process a charge-level
adjustment that removes the overage charges based on the HB matrix.

Actions:

If you receive a call from a customer whose account is being handled by a High Balance Representative,
simply follow the instructions listed in Memos. If there are no specific instructions on how to handle
the account, handle the call like you would any other.
High Balance Resolution
Matrix
 Type of Look for One Time
Excessive Overages Best/Most Education Courtesy
Charges/Ov Definition greater Common Points Charge-Level
erages than… Resolutions Adjustment
Guidelines

Chat, 3rd party Offer 50%

Ringtones, charges can adjustment, if
Call Tones, be one time, customer
3rd Party Music $25.00 Educate recurring requests
Downloads, Customer. and/or per more, refer to
Screensavers session(chat). Supervisor for
, Games, etc. adjustment
approval.

Summary of
New Plan Adjust
Change rate plan compared to balance to
based on their Old Plan. $150.00 per
Overage of usage needs. Effective date unit. If the
Additional allotted Best Options… of New Plan. customer
Anytime Minutes $25.00 • Simply Self Service requests
Minutes based on Everything Plans options to more
current rate • Power Pack check current adjustment,
plan Plans usage - supervisor
 Change rate Summary of New Adjust balance
plan based on Plan compared to to $150.00 per
roaming. Best Old Plan. unit. If the
Usage of Options… Effective date of customer
Roaming phone services Any • Simply New Plan. requests more
outside of Amount Everything Educate about adjustment,
Sprint network Plans "Sprint Only" supervisor
• Power Pack roaming option on approval
Plans handset (if required.
necessary).

Summary of New
Add whatever Features
is compared to Old Offer 50%
Calling to appropriate… Plan. Effective adjustment, if
International countries • $4 date of Feature. customer
Long outside of the Any International These recurring requests more,
Distance U.S. while Amount Long Distance features do not refer to
caller is inside SOC eliminate Supervisor for
the U.S. • $5 Mexico per/minute adjustment
Cross Border charges, they approval.
only discount their
Int'l calling rate.
 Add one of the
following... Summary of New Adjust balan
Sending • 300 Text $5 Features $150.00 per
Text alpha/numeric • 1000 Text $10 compared to Old If the custom
Message/SM messages $20.00 • Unlimited Text Plan. Effective date requests mo
S between cellular $15 of Feature. adjustment,
phones • Power Pack Educate about .15 supervisor
Unlimited Text cent overage/text. approval
$10 required.

Add Data Adjust balan

Package that best Summary of New $150.00 per
Accessing suits their needs. Features If the custom
Casual Data internet services $15.00 See Document compared to Old requests mo
from the phone titled Data Pack Plan. Effective date adjustment,
supervisor
Plans (KMS) of Feature. approval
required.

Add Unlimited Summary of New Adjust balan

Direct Walkie-talkie Nationwide DC Features $150.00 per
Connect - function of iDen $10.00 and/or Int'l DC for compared to Old If the custom
National or & Power Source $10 each based Plan. Effective date requests mo
International phones on their needs. of Feature. adjustment,
supervisor ap
 Based on their
needs, add 3G
Connection Card
5GB for $59.99 or Adjust
North america balance to
Plus for $109.99 if $150.00 per
Wireless roaming coverage Summary of New unit. If the
Connectio internet $60.0 is needed in Features compared to customer
n Card service for 0 Canada or Old Plan. Effective requests
laptop/deskto Mexico. For date of Feature. more
p computers international adjustment,
roaming in other supervisor
countries call 1- approval
888-226-7212 for required.
Sprint PCS
International
Support Team to
Payments Slip
Equipment Information
Where to buy a phone?

Direct Sales

Direct Sales includes all types of direct sales agents such as Data Account Sales, National Account Sales, and
others.

These sales agents are employees of Sprint and only sell Sprint products.

Company Owned Retail

Company owned stores are Sprint retail stores and use the Sprint name and logo.

These stores only sell Sprint products.

Indirect & National Retail

Indirect stores are independently owned and operated. They typically only have a few stores in one market and
only sell wireless products. National retailers are large chains like Best Buy. These stores sell wireless
products as well as other products and services. Strategic partners are national retailers like Radio Shack.
They sell wireless products as well as other products and services. National Dealers, such as Wireless Toys
and Platinum Wireless are similar to Indirect stores but are located nationally. They primarily sell wireless
products.

Sprint Telesales

Customers call into Sprint Telesales and place an order through an inbound sales agent.

Sprint.com.

Sprint.com is a Web sales channel. Customers who place an online order using the Sprint Web site are using
Sprint.com.
Sprint has three solutions designed to give customers everything they need to protect their phone.

Equipment Service and Repair Program (ESRP)

Must be added within 30 days

does not cover damage beyond repair, liquid damage, cosmetic damage, or damage resulting from customer
misuse or abuse.

Replacement equipment may be the same or comparable equipment, like kind or quality, with similar features as
your original equipment.

Equipment Replacement Program (ERP)

There is a $50 or $100 non-refundable deductible per approved claim depending on the device.

Customers must file their claim within 60 days of the loss, theft, or damage

Replacement equipment may be the same or comparable equipment, like kind or quality, with similar features as
the original equipment. Replacement may be refurbished, reconditioned, or different from the original phone
or mobile broadband card.

Total Equipment Protection (TEP)

TEP is a monthly coverage program offering comprehensive service, repair, and replacement

Customers can cancel at any time without penalty. The cancellation is effective immediately

Customers can sign up for ERP or ESRP separately if they prefer

30 DAYS GUARANTEE

If a customer is not completely satisfied with their new device, plan, or service, they can return the device to
the original place of purchase and deactivate service within 30 days of activation, or 30-days from date of
purchase if the device was never activated. Sprint will refund any activation fee, waive the ETF, and only
bill for access and airtime charges accrued on the account through the deactivation date.

Effective April 19, 2009, a $35.00 restocking fee will apply if a customer exchanges their device for a different
model or color after it has been activated. This only applies when returning to a Sprint retail store.

REFUND//BILL TO ACCOUNT (BTA)

There may be times when a customer needs a credit applied to their account for returned equipment. How the
credit is applied depends on where the equipment was purchased and how it was paid for. It is critical you
understand the correct process for each

As of March 17, 2008, the Bill to Account (BTA) option was no longer available for new Individual Liable (IL)
accounts less than 90 days old. Individual Liable accounts less than 90 days need to pay for their orders
through a credit/debit card or check/savings account payment.

The BTA option is still available for accounts older than 90 days with a supporting credit class

Account Spending Limit (ASL) accounts are never eligible for the BTA option.
WHERE TO RETURN/EXCHANGE

• The device must be:

• Undamaged.

• In the original packaging.

With all accessory items such as manuals, packaging, battery, charger, ear bud, clip, and any other
included accessory

Devices purchased through Telesales or Sprint.com

Order Support will request the Return Merchandise Authorization (RMA) kit

The customer must contact Sprint within 30 days of activation to begin the return/exchange process.

The returned device does not have to be received at the warehouse within the 30 days.

Sprint recommends customers send back the return kit within 10 days of receipt.

In a Buy One Get One (BOGO) offer, the customer must return all devices and/or accessories to receive
refund. Information is included in the RMA kit for the customer to read and review.

Devices purchased through a means other than Telesales or Sprint.com:

Sprint can only process an exchange or return for a device or accessory purchased through Sprint.com,
Telesales, or a corporate-owned Sprint store.

If the purchase was made from a non-corporate owned Sprint store or online store, advise the customer to
review the return and exchange policies and instructions where the initial purchase was made.

Advise the customer to return to the original purchase location to return the device and request the
account be deactivated if they wish to discontinue service.
Processing credits for returned or exchanged equipment depends on where the device was purchased.
Now you will learn about credits for returned devices that are purchased at a company-owned Sprint
retail store. /// Remember, Sprint can only process an exchange or return for purchases made through
Sprint.com, Sprint Telesales, or a corporate-owned Sprint retail store

The refund amount for returned equipment will be for the amount paid at the point and date of purchase for
the device and associated taxes.

The refund amount will exclude any instant discounts received at purchase or any charges forshipping or
deposittotal amount, or the total amount exceeds $175.00 then the refund will be made within 14
business days by a Sprint-issued check.

Cash Purchases: Cash purchases will be refunded in cash. If funds are not available to refund theThe
customer may request to refund the amount to his/her account if the account will remain active

Refunds will be issued in full by means of one method. For example, a refund of $250.00 will be one full
refund of $250.00 by means of a Sprint-issued check, not $175.00 in cash and the remaining balance
by check. The refund will not be split in separate payments.

Credit/Debit Card Purchases The refund will be applied to the same credit/debit card

Gift Card Purchases - The refund will cash if the total purchase amount is $175.00 or less. The refund will
be a Sprint-issued check if the total purchase amount is greater than $175.00. Check, Money Order,
Traveler's Check, or ECA Check Purchases: The refund will be made within 14 business days by a
Sprint-issued check.
Many customers purchase their equipment by calling Sprint Telesales or by placing the order themselves
by using Sprint.com. Customers may choose to have the charges billed to their account. These
charges then appear on the customer's monthly bill.
There may be times when a request for returned equipment credit is needed. A credit escalation process
has been established for CFS. This escalation process is to be completed only after validating a
customer is eligible to receive the credit for returned equipment, but the credit has not yet applied to
the account.

Before a credit escalation is requested, it is important to research the account and follow all steps in the
returned equipment credit escalation process.

The return equipment credit should appear on the account within 7 - 10 calendar days from receipt of the
equipment at the Sprint UPS warehouse. The credit will appear on the invoice within 1 - 2 billing cycles
based on when the credit was applied to the account within the customer's bill cycle.

Review the Adjustment History window in CSM to determine if the returned equipment credit has applied to
the BAN but not yet posted to the customer's invoice

You should also review Memos in CSM.

The memo used when returned equipment is credited is Adjust Charge

The credited amount will be listed in the User Text section of the memo.
Fraud Info
 Specialists are sending
both cases and call
transfers to Fraud
Management that are not
fraud as defined by Sprint
Fraud Management.
 It is important to
understand what cases
and call transfers should
be sent to Fraud
Management.
What is considered fraud?
· There are 3 scenarios that Sprint Fraud Management defines as fraud.
• 1- Caller is not a Sprint customer - The caller states they have never been
a Sprint customer and do not know why they have received this bill. In this
scenario, the caller has most likely been victim of identity theft. This type
of fraud is referred to as Identity or Subscription Fraud.
• 2- Caller is an existing Sprint customer and has identified an unauthorized
subscription added to their account. In this instance, the person
committing the fraud has a phone and figured out a way to get the line
added to the actual Sprint customer‘s account without their knowledge or
consent. This type of fraud is referred to as Unauthorized Add-on or Add-
a-phone Fraud.
• 3- Caller is an existing Sprint customer and has received a bill showing
equipment charges that they did not order. In this instance, the person
committing the fraud has figured out a way to order and bill equipment to
an actual Sprint customer‘s account without their knowledge or consent.
This type of fraud is referred to as Equipment Fraud.
· The KMS document ··Fraud Procedure contains more detailed information
for specialists
What is not considered fraud?
• Someone using a phone that has been reported lost or stolen. This is not
necessarily fraud. See ··Lost or Stolen Device.
• A customer disputing billed charges. For example, the customer says they never
use the Internet and should not have to pay for data charges. This is not fraud.
See Billing Questions Matrix.

What you need to do?

· Before creating a case or transferring a caller to Fraud Management, make sure
the situation fits into 1 of the 3 definitions of fraud.
· Anything outside these definitions should not be transferred to Fraud Management
either via case submission or call transfer.