Integrated medical

August 4, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] *** Virgin Mobile USA Inquiry Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of Ms [redacted] *** We appreciate your assistance in bringing our customer’s Virgin Mobile USA (VMU) concerns to our attention In the information provided, Ms [redacted] stated that she had issues with being able to receive phone calls for over a month and she was advised that a request for account credit was being escalated, but no credit was ever receivedShe also stated that she was told that VMU made attempts to contact her, but she never received any calls Ms [redacted] also stated that her device cracked and VMU refused to repair the deviceShe further stated that when she filed a dispute with her bank her services were interrupted Ms [redacted] requested that her services be restored and that she be provided credit for two months of service charges in the amount of $as resolution During our initial conversation with Ms [redacted] on July 27, 2017, we advised her that when she filed a dispute with her bank for the payment; the payment was returned by VMU to her bank; therefore, no payment was received for the month As such, her services were suspended due to non-payment In addition, we advised that we are willing to restore services and provide a credit for one month of service charges since she received a credit for one month of service charges when her dispute was filed Ms [redacted] ag [redacted] to the terms of the resolution We further advised Ms [redacted] that we will escalate a request to our chargeback team for further review regarding restoral of services All VMU devices are sold with a one-year manufacturer’s warranty that covers any device malfunction within one year of the purchase Damage to the device is not covered under provisions of the warranty Our records reflect that we restored Ms***’s account on July 28, 2017, and cleared her of any unpaid balances due to VMU In addition, a credit in the amount of $was added to Ms***’s account on July 31, 2017, to fully restore servicesDuring our follemail discussion with Ms [redacted] on August 2, 2017, she confirmed that her services were restored and working accordingly As such, we believe this matter has been fully resolved On behalf of Sprint, I apologize for any inconvenience these matters may have caused Ms*** If she has additional questions regarding this matter, she can contact me by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####, ext*** I am available Monday, Tuesday, Thursday, and Friday from 7:a.mto 5:p.m., Central Time Sincerely, Shannon PExecutive 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.] I am wiling to have my balance that I paid transferred to my friend's [redacted] acct 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, [redacted]

Tahlia Buckley8:AM (hours ago)tome---------- Forwarded message ----------From: [redacted] [redacted] >Date: Sat, Apr 16, at 8:AMSubject: Virgin Mobile-Complaint # [redacted] To: [email protected] # [redacted] against Virgin Mobile for $has been resolvedI, [redacted] , spoke with *** [redacted] [redacted] ***) on April 15, (for my case # [redacted] through ***) concerning this matterAn adjustment of $was made toward my Sprint accountA mutual agreement was made to apply the money withdrawn from my bank for both Virgin Mobile phones to my new Sprint accountsI appreciate the help of everyone involved in this matter, thank you!

September 21, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] Virgin Mobile USA Inquiry Sprint Case [redacted] To Whom It May Concern: Thank you for forwarding the above-referenced inquiry to the Sprint Executive & Regulatory Services department We appreciate your assistance in bringing our customers’ Virgin Mobile USA (VMU) concerns to our attention In his inquiry, Mr [redacted] indicated that he is experiencing issues with the alarm feature on his device He requested assistance with securing a replacement device with a working alarm feature During our discussion with Mr [redacted] on September 15, 2016, we advised that VMU devices are covered under a one year manufacturer’s warranty As such, we agreed to provide him with a replacement Alcatel OneTouch Elevate device During a folldiscussion with Mr [redacted] on September 20, 2016, we verified that he received and activated the device, and that all features are working to his expectations As a result, he requires no further assistance with this matter We regret any inconvenience this matter may have caused Mr [redacted] If he has any further questions or concerns regarding this matter he can contact me directly by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####, ext*** I am available Monday through Friday from 8:a.mto 4:p.m., Central Time Sincerely, Donnetha CExecutive Services Analyst

August 22, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File [redacted] , [redacted] Boost Mobile Inquiry Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of Mr [redacted] regarding our Assurance Wireless productIn his complaint, Mr [redacted] expressed dissatisfaction with his attempts to obtain Assurance Wireless service, stating he was told he was approved, but he never received a deviceAs such, he requested assistance obtaining a device and establishing service In review of our records, we determined that we received three applications from Mr [redacted] on March 22, 2017, June 1, and July 30, 2017, but they were denied because the California Lifeline Administrator determined that he is not eligible for the discount Our records further support that Mr [redacted] reapplied for service and was approved on August 17, with telephone number ending in *** Based on the information outlined above, we are unable to identify any error on the part of Assurance Wireless regarding this concern During our conversation with Mr [redacted] on August 21, 2107, we informed him of the above information and advised him according to the FedEx tracking ( [redacted] ) he will receive his device on August 26, Mr [redacted] confirmed his satisfaction with the resolution provided On behalf of Sprint, I regret any inconvenience Mr [redacted] may have experienced as result of this ***er If he has any additional questions regarding this issue, he can contact me by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####, ext***I am available Monday through Friday from a.mto p.mCentral Time Sincerely, La Taushia LExecutive Services Analyst

January 25, [redacted] Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] Virgin Mobile USA Inquiry Sprint Case [redacted] Dear Ms***: Sprint is in receipt of the inquiry referenced above, filed by Ms [redacted] regarding our Virgin Mobile USA (VMU) productWe appreciate your assistance in bringing our customers’ concerns to our attentionIn her inquiry, Ms [redacted] purchased a new phone with expedited shipping on December 23, 2015, but was not delivered to her mailing address because it was delivered to the wrong mailing addressShe requested for her device to be expedited for immediate delivery including a refund of her shipping charge and a credit off her bill for the inconvenienceOn behalf of Sprint, I apologize for any inconvenience these concerns may have caused Ms [redacted] Our records reflect that Ms [redacted] ’ iPhone 6s Gold 16GB order was processed on December 24, Ms [redacted] contacted VMU Customer Care representatives on December 28, 2015, reporting that her equipment order was shipped to an incorrect mailing addressAs a result, a case was immediately opened by our VMU Customer Care representatives alerting FedEx of the issueA delivery exception was made by FedEx delivering the equipment order to the correct address on December 31, Our records further reflect that iPhone 6s Gold 16GB is currently active with mobile line ending with [redacted] since January 7, We attempted to contact Ms [redacted] by phone at ###-###-#### and via e-mail in order to discuss her equipment order and refund request on January 4, 14, and 15, In addition, we mailed a letter to Ms [redacted] ’ service address on January 15, 2015, inviting her to contact us directly; however, our attempts to reach her have been unsuccessfulAs a resolution, we applied a one-time credit of $to offset the shipping charge assessedRegarding her request for a credit off her bill, we respectfully decline her credit request as Sprint does not compensate our customers for inconveniencesIf Ms [redacted] would like further assistance with this matter we encourage her to contact us at her earliest opportunity If Ms [redacted] has questions regarding this matter, she can contact me directly by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####, ext***I am available Monday through Friday between a.mand p.m., Central Time Sincerely, Tekiesha Executive Services Analyst

January 14, [redacted] Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] Virgin Mobile USA Inquiry Sprint Case [redacted] Dear Ms***: Thank you for forwarding the above-referenced inquiry to the Sprint Executive & Regulatory Services departmentWe appreciate your assistance in bringing our customers’ Virgin Mobile USA (VMU) concerns to our attentionIn his inquiry, Mr [redacted] indicated that his services were interrupted and his paid balance of approximately $was swept from the accountHe inquired as to why VMU did send a reminder for the required 90-day Top-UpHe requested that the account be reinstated and for funds to be added back to the account During our discussion with Mr [redacted] on January 13, 2016, we explained that we identified a systems issue that caused the failed delivery of his TnotificationAs a result we agreed to reinstate services and provide a credit to his account for $to restore his previous cash balanceIn addition, we explained that his next Trequirement will be January 12, He confirmed that his concerns have been resolved to his satisfaction We regret any inconvenience this matter may have caused Mr [redacted] If he has any further questions or concerns regarding this matter he can contact me directly by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####, ext***I am available Monday through Friday from a.mto p.m., Central Time Sincerely, Donnetha C Executive Services Analyst

April 13, 2017 RevDex.com 8080 Ward Parkway, Suite 401 Kansas City, MO 64114 Re: BBB Case [redacted] , [redacted] Virgin Mobile USA Inquiry Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry, filed by Mr.... [redacted] regarding our Virgin Mobile USA (VMU) product. We appreciate your assistance in bringing our customers’ concerns to our attention. According to the information provided, Mr. [redacted] indicated that a few years ago his issues started when he was advised that he needed to switch to a 4G device. He explained that since then his service has cost him more money. He further stated that he gets delayed text messages and sometimes cannot send or receive them. He requested a refund for the cost of his phones and a $10 credit for each month that he paid for services. In previous discussions with Mr. [redacted] on February 8, 2017, our technical team deemed his device was defective; therefore, his handset was replaced under the one year manufacturer’s warranty. In addition, as a goodwill gesture, the $25 replacement fee was waived. Furthermore, we also applied a credit in the amount of $40 to offset one month of service charges. We regret any difficulty Mr. [redacted] continues to experience with our VMU service. Our records reflect that the service address associated with his VMU account is within our coverage area, and we have no current outage in his service area that would lead to the issues he outlined in his inquiry. We confirmed that his service is active and in use. During our conversation with Mr. [redacted] on April 13, 2017, we apologized for any frustration he continues to experience with his service. In an effort to further investigate Mr. [redacted] ’s service related concerns, we advised that we would forward the details of his reported issues once more to our technical team. Regrettably, he declined to further troubleshoot his device with our technical team because the issue has yet to be resolved; therefore, he requested to be compensated. Unfortunately, we are unable to further investigate this issue. However, we must respectfully decline his equipment refund and his credit request. We confirmed that his device is outside the 7-day return policy. Furthermore, we confirmed that his service is active and currently in use. If he has any questions regarding this matter or if he decides to continue working with our technical team to further investigate the issue he outlined in his inquiry, he can contact me directly by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####, ext. ***. I am available Monday through Friday from 8:30 a.m. to 4:30 p.m., Central Time. Sincerely, Marco M. Executive Services Analyst

September 7, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] Virgin Mobile USA Inquiry Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of Mr [redacted] regarding our Virgin Mobile USA product In his inquiry, Mr [redacted] expressed his concerns regarding his recent attempts to have VMU unlock his iPhone 5, citing that he paid in full for his device He further indicated that VMU provided him with a Master Subsidy Lock code for his phone that could not be used with a new service provider He requested that VMU unlock his iPhone so that he can activate with the carrier of his choosing Unlocking a device is a general term that refers to one or more types of device unlocking MSL unlocking refers to providing an MSL code in order to disable software that sets device parameters and prevents the device from activation on a different network Unlocking also refers to enabling the SIM slot of your device to allow you to insert another carrier’s SIM card (either domestically or internationally) Unlocking a device will not necessarily make a device interoperable with another carrier’s network In other words, a device designed for one network is not made technologically compatible with another network merely by unlocking it Additionally, unlocking a device may enable some functionality of the device but not all (e.g., an unlocked device may support voice services but not data services when activated on a different network) Additional information about unlocking may be found at www.virignmobile.com/unlock VMU will unlock a device under the following circumstances: The device has not been reported as lost or stolen or otherwise flagged as ineligible to be unlocked The device has been active on the associated account for at least months with the account active during that time During our discussion with Mr [redacted] on August 24, 2016, we advised that we regret any possible misunderstanding that may have occurred regarding our handling of his request to unlock his device After an additional review of our records, we confirmed that Mr***’ iPhone associated with phone number XXX-XXX- [redacted] is eligible for MSL unlocking only Please note that we provided Mr [redacted] with the MSL associated with his device on August 16, We confirmed that although Mr [redacted] has received his MSL for his device, he has been unable to successfully activate the device with another carrier In addition, although Mr [redacted] confirmed that he disagrees with the information provided, we believe we have addressed his device related concerns On behalf of Sprint, I apologize for any inconvenience this matter may have caused Mr*** If he has any further questions regarding this concern, he can contact me directly at by calling Sprint Executive & Regulatory Services department toll-free at ###-###-####, ext*** I am available Monday through Friday from 9:a.mto 5:p.m., Central Time Sincerely, Marco MExecutive Services Analyst

August 10, 2017 RevDex.com 8080 Ward Parkway, Suite 401 Kansas City, MO 64114 Re: BBB Case [redacted] , [redacted] Virgin Mobile USA Inquiry Sprint Case [redacted] To Whom It May Concern:... Sprint is in receipt of the above-referenced inquiry of Mr. [redacted] regarding our Virgin Mobile USA (VMU) product. We appreciate your assistance in bringing our customers’ concerns to our attention. In his inquiry, Mr. [redacted] expressed his concern with his inability to submit an order for a new device via the VMU website. Mr. [redacted] further stated that he received an error message each time he attempted to submit an order, and our VMU Customer Care representatives received the same error when they attempted to submit the order on his behalf. He was informed by our Customer Care department that his concerns would be escalated to our back office team and he would receive a call back; however, he has not been contacted. In addition, he stated that even though the orders did not go through he has pending charges for the orders on his credit cards. Mr. [redacted] requested that we process and order for an iPhone SE device and clear any other pending charges related to the failed order attempts. During our July 24, 2017, conversation with Mr. ***, we attempted to submit and order for the device; however, we were unable to process the order due to system a limitation. Therefore, we informed Mr. [redacted] we would escalate his concerns to our management team for further investigation. During our follow-up conversation with Mr. [redacted] on July 27, 2017, we informed him that we are unable to process an order because his billing address is not in our coverage area. As such, we requested that he provide us with alternative method of payment with a different address in order for us to process the order, or he could go to an Apple store and purchase the device. We are pleased to inform you that we received e-mail correspondence from Mr. [redacted] on August 8, 2017, and he confirmed that he purchased an iPhone SE at the Apple store. In addition, he confirmed that the pending charges for the previous device order attempts have been deleted from his card. As such, we believe this matter has been fully resolved. We regret any inconvenience this matter may have caused Mr. ***. If he has questions regarding this issue he may contact me directly by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####, ext. ***. I am available Monday through Friday between 7 a.m. and 3:30 p.m., Central Time. Sincerely, Kendra [redacted] Executive Services Analyst

July 28, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] Virgin Mobile USA Inquiry Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of Mr [redacted] regarding our Virgin Mobile USA (VMU) product We appreciate your assistance in bringing our customers’ concerns to our attention In his inquiry, Mr [redacted] expressed his dissatisfaction with his recent attempts to contact VMU Customer Care to request a return labelHe explained that he needs to return a recently purchased device and requested a refund of $ During our conversation with Mr [redacted] on July 17, 2017, we explained that per the VMU Terms and Conditions, phones purchased directly from the VMU website may be returned for a full refund within days of purchase, and must include the original receipt, packaging materials and all components We advised Mr [redacted] that since he purchased the device on June 22, 2017, it was outside the return policyHowever, since he remitted his concern on June 30, 2017, we will submit a request for a return label to be sent, which we confirmed was delivered on July 18, Unfortunately, our follattempts to contact Mr [redacted] on July and 20, 2017, at the telephone number and e-mail address provided in his inquiry were unsuccessful In addition, a letter was sent on July 20, 2017, via the United States Postal Service (USPS) to the address provided in his inquiry inviting him to contact us for further assistance We regret any inconvenience this matter may have caused Mr [redacted] If we can be of further assistance with this issue, he can contact me by calling our Executive & Regulatory Services department toll-free at 1- [redacted] , ext*** I am available Monday through Friday between 7:a.mand 3:p.m., Central Time Sincerely, [redacted] Executive Services Analyst

April 28, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case – [redacted] Virgin Mobile USA Inquiry Sprint Case To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of Ms [redacted] , filed on behalf of her mother Ms [redacted] , regarding our Virgin Mobile USA (VMU) product We appreciate your assistance in bringing our customers’ concerns to our attentionIn her inquiry, Ms [redacted] expressed her concern with her mother’s inability to make and receive calls from her device since February 2, 2016, citing that she has a $accrued account balance, and the account is active until January She further stated that she has spoken with our VMU Customer Care representatives on multiple occasions to troubleshoot her concerns; however, our representatives have not been able to assist her with restoring the service In addition, she stated that our Customer Care representatives are unable to provide her with a number to our corporate office and she has not received a call back as promisedAs a result, she requested that VMU cancel her mother’s account and refund the accrued balanceOur records reflect that Ms [redacted] ’s service plan requires that she remit a payment in the amount of at least $every days or $every days in order for services to remain active with VMU and to prevent the forfeiture of any accrued paid balance Our records further reflect that Ms [redacted] made a payment in the amount of $on July 22, 2015, and her next payment was due on October 12, 2015, but was not received by VMU by that date Because Ms [redacted] failed to make a payment within the allotted day timeframe, her service was canceled on January 2, Ms [redacted] contacted our Customer Care representatives on February 19, 2016, stating that she was unable to make and receive calls As a result, a new account was created for Ms [redacted] and her accrued balance was restored Ms [redacted] subsequently contacted VMU on February 28, 2016, stating that she received an error message when attempting to make an outbound call from her device that she needs to make a payment to her account in order to make a callAs a result, a ticket was created to address her calling concernsDuring our April 19, 2016, conversation with Ms [redacted] , she stated that after multiple attempts to troubleshoot her mother’s device with our Customer Care representatives she still is not able to make and receive calls to and from her mother’s device At that time, we created Ms [redacted] a new account, changed her phone number, programmed her device, and transferred her accrued balance to the new account We are pleased to inform you that Ms [redacted] confirmed that she is now able to make and receive calls and her mother’s device is working properly As such, we believe this matter has been fully resolvedOn behalf of Sprint, I apologize for any inconvenience this matter may have caused Ms [redacted] If she has questions regarding this issue he may contact me by calling the Sprint Executive & Regulatory Services department toll-free at 1-855-848-3280, ext I am available Monday through Friday between a.mand 4:p.m., Central TimeSincerely, Kendra O Executive Services Analyst

February 1, [redacted] Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] Virgin Mobile USA Inquiry Sprint Case [redacted] Dear Ms***: Thank you for forwarding the above-referenced inquiry to the Sprint Executive & Regulatory Services departmentWe appreciate your assistance in bringing our customers’ Virgin Mobile USA (VMU) concerns to our attention and regret the circumstance which led to Ms [redacted] ’s contacting your office once moreIn her inquiry, Ms [redacted] indicated that she has had problems with three LG Tribute devices from [redacted] ***, citing issues with applications not updating, dropped calls, no service and no internetShe requested either a refund of her service charges or for the issue to be resolved As outlined in our previous response December 22, A review of this matter determined that beginning December 9, 2015, upgrade maintenance to the cell site servicing Ms [redacted] ’s home address beganWe are currently in the process of implementing significant upgrades to increase our network efficiency and improve our customers’ wireless experience with coverage, call quality, and data speedsWe expect those upgrades to result in a superior network and enhanced wireless communication experience for our customersHowever, some customers may notice occasional and temporary service issues during the transition processOur technical teams are continually monitoring the effect those changes may have to our customers and are striving to reduce any negative impactAs a courtesy, we applied a credit of $to Ms [redacted] ’s account to offset one month of service chargesShe thanked us for the information we provided and confirmed that she considers our response to this concern satisfactory During a previous conversation with Ms [redacted] on January 25, 2016, we explained the information detailed aboveShe indicated that this matter was related to a device issue and as a result, our technical support team confirmed that this matter was not related to a device issue nor network relatedHowever, as a demonstration of our commitment to excellence and as a one-time courtesy, we agreed to switch her device at no cost to her, in exchange for a new LG StyloHer equipment order was processed the same dayIn a recent follwith Ms [redacted] on January 29, 2016, she confirmed receiving and activating her new deviceShe further stated that her new device was working fineWe are pleased to inform that she is satisfied with the resolution provided We regret any inconvenience this matter may have caused Ms [redacted] If she has any further questions or concerns regarding this matter, she can contact me directly by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####, ext***I am available Monday through Friday from a.mto p.m., Central Time Sincerely, Tekiesha H Executive Services Analyst

June 29, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] Boost Mobile Inquiry Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of Mr [redacted] regarding our Boost Mobile product We appreciate your assistance in bringing our customers’ concerns to our attention In his inquiry, Mr [redacted] expressed his concern with his attempts to obtain a refund for equipment that he purchased on May 4, 2017, and returned to Boost Mobile on May 12, He advised that he was informed that he would receive a refund in business days; however, he still has yet to receive a refund As such, Mr [redacted] requested a refund in the amount of $for the device return During our June 9, 2017, conversation with Mr [redacted] , we informed him that we escalated his concerns to the appropriate management team for further investigation We further informed him that we validated that the device was returned to Sprint in May As such, a refund was processed for the returned device During our supplemental conversation with Mr [redacted] on June 28, 2017, he confirmed that he received the refund for his returned device As such, we believe this matter has been fully addressed On behalf of Sprint, I apologize for any inconvenience this matter may have caused MsThompson If she has questions regarding this issue she may contact me by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####, ext*** I am available Monday through Friday between a.mand 3:p.m., Central Time Sincerely, Kendra [redacted] Executive Services Analyst

---------- Forwarded message ----------From: [redacted] < [redacted] r [redacted] [email protected]>Date: Mon, Apr 11, 2016 at 7:03 PMSubject: Complaint #11253975To: "[email protected]" <[email protected]>My complaint, #11253975, was recently resolved with Virgin Mobile. Thank you for... your help with getting my refund. [redacted] 678.629.9453

[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. From the response, it is clear that we updated our credit card information in a timely way. I am uncertain why this was NOT enough to safeguard the automated payment. I hope too that SPRINT will adapt to the reality that some customers - like us - do not have regular cell connection and so phone MESSAGES are not an appropriate vehicle for critical updates. We had an email address on record.I see no explanation for why our three mailed inquiries, including a certified mail inquiry, were left unanswered.It has taken us 6 months to get an answer, I trust that SPRINT truly views this as acceptable.I very much appreciate the effective intervention of the BBB in securing resolution. Regards, [redacted]

October 7, 2016 RevDex.com 8080 Ward Parkway, Suite 401 Kansas City, MO 64114 Re: BBB Case [redacted] , [redacted] Virgin Mobile USA Inquiry Sprint Case [redacted] To Whom It May... Concern: Thank you for forwarding the above-referenced inquiry to the Sprint Executive & Regulatory Services department. We appreciate your assistance in bringing our customers’ Virgin Mobile USA (VMU) concerns to our attention. In her inquiry, Ms. [redacted] indicated that $38.05 was deducted from her bank account for monthly plan charges, but the payment was not applied to her VMU account. She requested that the payment be applied to her VMU account and her services restored. In an effort to assist Ms. [redacted] with this concern we attempted to reach her at the telephone number and e-mail address included in her inquiry on September 20, 30, and October 3, 2016. Unfortunately, our attempts to reach her were unsuccessful. In addition, we sent a letter to her via the U.S. Postal Service on October 4, 2016, and invited her to contact us to discuss her concerns should she still require assistance. In order to address her concern we will need to secure a bank statement or some proof of payment. As a result, we will need to speak with her to fully address this matter. We regret any inconvenience this matter may have caused Ms. ***. If she has any further questions or concerns regarding this matter she can contact me directly by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####, ext. ***. I am available Monday through Friday from 7:30 a.m. to 3:30 p.m., Central Time. Sincerely, Tekiesha H. Executive Services Analyst

August 5, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] Virgin Mobile USA Inquiry Sprint Case [redacted] To Whom It May Concern: Thank you for forwarding the above-referenced inquiry to the Sprint Executive & Regulatory Services department We appreciate your assistance in bringing our customers’ Virgin Mobile USA (VMU) concerns to our attention In her inquiry, Ms [redacted] indicated that she recently placed an order for a Samsung Galaxy Jfrom the VMU website, but the following day she received the wrong device She explained that she was advised she would have to pay for shipping charges to return the device she received She requested that the correct device be delivered, and that she be refunded the expedited shipping charges she paid to offset her return costs We spoke with Ms [redacted] regarding this matter on August 2, 2016, and she advised that the incorrect device she received was returned on July 29, 2016, and that she has received and activated the correct device During our discussion we confirmed that a $credit was placed on her VMU account to offset the shipping charges In addition, we applied a credit of $to bring her paid balance to $45, sufficient to cover one month of service charges Ms [redacted] expressed her understanding and confirmed that her concern has been resolved to her satisfaction We regret any inconvenience this matter may have caused Ms*** If she has any further questions or concerns regarding this matter she can contact me directly by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####, ext*** I am available Monday through Friday from 8:a.mto 4:p.m., Central Time Sincerely, Donnetha CExecutive Services Analyst

April 1, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File [redacted] , [redacted] Virgin Mobile USA Inquiry 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 customer’s concerns to our attentionAccording to the information provided, Ms [redacted] stated that she placed an order for two Apple iPhone 5S 16GB devices; however, when she received her package, it only contained a Straight Talk SIM CardShe further stated that VMU did identify that the devices were activated and they were de-activatedShe also stated that she did all that she was supposed to do, but she has not received a refundMs [redacted] is requesting a refund in the amount of $ We appreciate Ms***’s taking the time to provide us with the details of her experience with our Boost Mobile customer service personnel and Boost Mobile’s refund policy regarding stolen equipmentWe are continually striving to improve the quality of service provided to our customersPlease 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 frustrations that Ms [redacted] may have experienced as a result of her device orderDuring our discussion with Ms [redacted] on March 21, 2016, we advised that our records indicate that her refund was processed on March 17, At that time, Ms [redacted] advised that she would contact our office directly to confirm receipt of the refund During a follcall to Ms [redacted] on April 1, 2016, we confirmed that she did receive her refund and that she considers this matter resolved On behalf of Sprint, I apologize for any inconvenience this matter may have caused Ms***If she has questions regarding this matter, Ms [redacted] can contact me by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####, ext***I am available Monday through Friday from 8:a.mto 4:p.m., Central Time Sincerely, Shannon P Executive Services Analyst

Complaint: [redacted] I am rejecting this response because For reasons I do not understand Sprint continues to lieI NEVER said I did not wish to discuss the matterIf that were true I would not be sending this emailI also never recieved a single offer for a replacement phoneIt was revealed that Sprint can not call me due to the time differenceI was promised emails, but did not recieve any until todayIf Sprint is going to continue to lie and give me the run around then I would like a refund for the phone and this months service because I am not getting what I paid for and all they're doing is stalling and wasting time Regards, [redacted]