Integrated medical

Sprint is in receipt of the above-referenced inquiry for [redacted] filed on behalf of the late Mr [redacted] regarding our Virgin Mobile USA (VMU) productWe appreciate your assistance in bringing our customers’ concerns to our attentionIn her inquiry, Ms [redacted] expressed her dissatisfaction with the level of service she received from our VMU representatives when attempting to acquire a refund of the late Mr [redacted] her father’s remaining account balance on his VMU accountShe requested a full refund of the remaining balance due to her previous request to transfer the balance was deniedOn behalf of Sprint, I apologize for any inconvenience Ms [redacted] may have experienced as a result of this matter We appreciate Ms***’s taking the time to provide the details of her experience with our VMU Customer Care representativesWe are continually seeking ways to improve the level of service we provide to our customersBe assured that we value customer feedback and that details regarding her experience have been forwarded to the appropriate managerial staff for review We regret any possible misunderstanding that may have occurred regarding our refund policy as service payments are non-refundableThis information is available to our customers in our Terms and Conditions of Service for VMU at www.virginmobileusa.com During our conversation with Mr [redacted] on April 21, 2015, we explained the information detailed aboveDue to any possible misunderstanding that may have occurred regarding our refund policy, as a demonstration of our commitment to excellence, and as a one-time courtesy, we transferred $as one-time credit of Mr [redacted] ’s remaining balance to his daughter’s VMU account Additionally, our records reflect that Mr [redacted] had setup automatic payments which resulted in a successful $payment to his account on March 9, Because the payment occurred after Mr [redacted] ’s passing February 16, 2015, our finance team processed a refund check of $and was mailed on June 10, We confirmed that the refund check was cashed on June 24, Ms [redacted] confirmed that this matter is resolved to her satisfaction If you have questions regarding these matters, you or she can contact me directly at ###-###-#### or by calling Sprint Executive & Regulatory Services department toll-free at ###-###-####I am available Monday through Friday from 7:a.mto 4:p.m., Central Time Sincerely, Marco M Executive Service Analyst

Hi [redacted] Virgin Mobile called me on June 27th, 2017They are not refunding my money but they offered me phone service for a year using the money I already had in my accountIt's too bad we had to go the Revdex.com to get results, I went back and forth for weeks with them, with no results.I think something is going on with Virgin Mobile, cooperate takeover, or something like thatI was their customer for years without incident and then suddenly they wouldn't let me use the money in my account for my phone and would not give me a refund, they just kept asking for more money.Any way I took the deal they offered me and told them to have a strong talk with their customer service people because those people were rude, hung up on me twice and I was always polite to them, and that's not a good way to do business.The ID is [redacted] below is your Revdex.com letter that you sent meThank you for your help and have a great day

July 24, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , Mr [redacted] Virgin Mobile USA (VMU) Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of Mr [redacted] regarding our Virgin Mobile USA (VMU) product In the information provided, Mr [redacted] stated that he had VMU service for over two years, but he was unable to have his Apple iPhone 5s device unlocked so that he could switch to a new cell phone provider and use his phone with their service Mr [redacted] indicated that he has been provided conflicting information from different customer care representatives and would like his device unlocked immediately 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 https://www.virginmobileusa.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 July 12, 2017, conversation with Mr [redacted] we informed him 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 [redacted] ’s Apple iPhone 5s device associated with phone number ending ***is eligible for DSU unlocking Please note that during our subsequent conversation with Mr [redacted] on July 17, 2017, we informed him that his Apple iPhone 5s device has been successfully unlocked Mr [redacted] confirmed his satisfaction with actions taken by our office to resolve his device related concerns On behalf of Sprint, I apologize for any inconvenience this matter may have caused Mr [redacted] If he has any questions regarding this issue, he can contact me directly 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, Mondrell GExecutive 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, [redacted] ***

January 9, 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 his device began to malfunction shortly after his purchase He contacted our Customer Care department and attempted to have his device replaced; however, he was advised that he would have to pay $for a replacement device As such, Mr [redacted] requested that we explain why he has to pay $for a replacement device In addition, he requested a credit for one month of services to stay with VMU We initially spoke with Mr [redacted] regarding this matter on December 30, 2016, and explained that VMU devices are sold with a one-year manufacturer’s warranty Should a customer wish to receive a warranty replacement device directly from VMU a $Warranty Replacement Fee is applicable Customers also have the option of working with the manufacturer directly to receive warranty service, and in those instances where VMU is not used as a warranty pass-thru the Warranty Replacement Fee charged by VMU is not applicable As a courtesy and due to any possible misunderstanding that may have occurred, we provided Mr [redacted] with a replacement device, waived the $Warranty Replacement Fee and applied a $credit on his account to offset one month of service charges We spoke with Mr [redacted] on January 6, 2016, to confirm he received his replacement device and he stated that the device is working to his expectations Mr [redacted] expressed his understanding and satisfaction with our resolution We regret any inconvenience this matter may have caused Mr*** 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, Christopher HExecutive Services Analyst

May 2, 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 inquiry referenced above, filed by Ms [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, Ms [redacted] indicated that she has had month to month service with VMU for several years, and recently she made the decision to switch service providers to take advantage of a family plan Her device became inoperable, and as a result, she took the device to the Apple store for warranty assistance She further stated that her iPhone 5s was replaced, but the device was locked To VMU after it was activated She requested that VMU unlock her device With regards to Ms***’s equipment unlocking request, 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.VirginMobileUSA.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 After reviewing Ms***’s device unlock request, the iPhone 5s associated with phone number ending in [redacted] was confirmed as active for months As a result, the phone is eligible for DSU unlocking Please note that the SIM Unlock code was transmitted to the device in question on May 1, During our conversation with Ms [redacted] on May 2, 2017, we explained the information detailed above We confirmed that the iPhone 5s was unlocked We are unable to offer any further assistance with the activation of the device with a different provider We are pleased to inform that we have fully addressed and resolved her concerns We regret any inconvenience this matter may have caused Ms*** If she has any questions regarding this matter, she can contact me directly by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####, ext***I am available Monday through Friday between 8:a.mand 4:p.m., Central Time Sincerely, Marco MExecutive Services Analyst

June 5, 2015 [redacted] RevDex.com 8080 Ward Parkway, Suite 401 Kansas City, MO 64114 Re: BBB Case [redacted] , [redacted] Virgin Mobile USA (VMU) Sprint Case [redacted] Dear Ms. ***: 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 after activating service with VMU the outbound Caller ID displays an incorrect name. She requested a refund of the monthly service charge that she paid and that the account be closed. We spoke with Ms. [redacted] on June 4, 2015, and explained that once we update her Caller ID information some companies take as long a seven days to update their records. We further explained that if after seven days the name is still displaying incorrectly we can submit an additional request to have the information updated. During our discussion, Ms. [redacted] advised that it is her intention to leave VMU at the end of the current billing cycle, and as a result, she declined any further assistance. We explained that because she has used service during the current billing cycle we are unable to issue a refund of the monthly charge she paid. Although Ms. [redacted] may not be fully satisfied with the outcome, we are confident that we have addressed her concerns to the best of our ability and regret any inconvenience this matter may have caused her. If you have any further questions or concerns regarding this matter, you or she can contact me directly at ###-###-####, or by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####. I am available Monday, Tuesday, Thursday and Friday from 7:30 a.m. to 5:30 p.m., Central Time. Sincerely, [redacted] S. Executive Services Analyst

December 16, Revdex.comWard Parkway, Suite 401Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] Assurance Wireless Inquiry Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of Ms [redacted] regarding our Assurance Wireless product We appreciate your assistance in bringing our customers’ concerns to our attentionIn her inquiry Ms [redacted] stated that she was advised that she was eligible for an upgrade to an Android device; however, when she contacted Assurance Wireless Customer Care she was told that an upgrade is not available at this time and there is no exact date when it will become availableMs [redacted] also stated that Android devices are advertised on the Assurance Wireless websiteWe regret any inconvenience Ms [redacted] may have experienced while attempting to address her Assurance Wireless account concerns During our discussion with her on December 6, 2016, she provided feedback regarding her dissatisfaction with currently offered equipment for the Assurance Wireless product We advised Ms [redacted] that at this time Assurance Wireless is offering Android devices to new customers only, and that we do not have an estimated date for upgrading existing customers On behalf of Sprint, I apologize for any inconvenience Ms [redacted] may have experienced as a result of this matter If we may be of further assistance with this issue, she can contact me by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####, ext*** I am available Monday, Tuesday, Thursday, and Friday between 7:a.mand 5:p.m., Central TimeSincerely, Shannon P.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 [redacted] at Sprint did exceptional follow up to ensure this was resolved at the insurance carrier they use Regards, [redacted] ***

---------- 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

August 11, Revdex.comWard Parkway, Suite 401Kansas 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] stated that he was unable to activate a device that he purchased via the VMU website, citing that when he attempted to activate the device through his online account he received an error with an orange box that would not allow him to proceed with the activation He further stated that he later realized that the serial number on the back of the device and the serial number on the box the device came in were different Therefore, he contacted our Customer Care department and they agreed to register the device in our system He was informed that he should be able to activate the device within hours; however, he would have to upgrade his plan to a plan that is compatible with the new device As such, Mr [redacted] requested to activate the device on the account prior to changing the plan because he believes that he will not be able to activate the new device on his account, and he will not be able to switch back to his current plan During our July 25, 2016, conversation with Mr***, he stated that he continues to receive an error message when he attempts to activate his device via the website Therefore, we agreed to send Mr [redacted] a new device of the same model During our supplemental conversation with Mr [redacted] on August 1, 2016, he confirmed that he received the new device; however, he received the same error message that he received with the previous device when he attempted to activate the device via the website At that time, we offered to assist Mr [redacted] with the device activation Unfortunately, he did not have the device with him at that time and agreed to call us back at his earliest opportunity We spoke with Mr [redacted] again on August 8, 2016, and we were able to swap Mr***’s 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 If we can be of further assistance with this matter, Mr [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 4:p.m., Central TimeSincerely, Kendra ***Executive Services Analyst

July 27, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case ***, *** *** Virgin Mobile USA Inquiry Sprint Case *** To Whom
It May Concern: Sprint is in receipt of the inquiry referenced above, filed by Ms*** *** regarding our Virgin Mobile USA (VMU) product. We appreciate your assistance in bringing our customers’ concerns to our attention. In her inquiry, Ms*** requested a full refund for a device she purchased online on April 22, 2017, that was delivered to an incorrect address. She was advised that a police report for the missing device was required in order for a replacement device to be sent or to receive a refundIn addition, she requested a refund for the last two payments remitted to her account because she was not able to use the service Our records reflect that Ms*** placed an online order on April 22, 2017, which according to FedEx tracking information was delivered on April 25, 2017. Our records further reflect that Ms*** remitted two $payments for May and June service charges. No usage was confirmed during those months. Ms*** contacted VMU Customer Service on April 27, 2017, to request that a replacement device for the missing one be sent. At that time, she was informed a police report would need to be provided in accordance with our policy due to FedEx confirmation that the package was delivered. During our initial conversation with Ms*** on July 11, 2017, we provided the information detailed above. Ms*** agreed to provide a copy of the police report, and we agreed to process a request to have both the May and June service payments refunded to the form of payment used. As such, she agreed to continue working with our office until this matter was fully addressed. During or subsequent conversation with Ms*** on July 13, 2017, she confirmed that a refund in the amount of $was pending with her financial intuition. In addition, we explained that refunds for both payments totaling $were processed as well plus an additional $for the shipping and handling charges. Unfortunately, our follattempts to reach Ms*** on July 17, 20, and 27, 2017, at the phone number and e-mail provided in her 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 her inquiry inviting her to contact us for additional assistance if needed We regret any inconvenience this matter may have caused Ms***. If we can be of any further assistance with this issue, she can contact me by calling our Executive & Regulatory Services department toll-free at ***, ext***. I am available Monday through Friday between 7:a.mand 3:p.m., Central Time Sincerely, *** *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 ***, and find that this resolution is satisfactory to me
I permanently lost access to several days worth of account history, but I am just happy the website is working again
Regards,
*** ***

April 20,
Revdex.com
Ward Parkway, Suite
Kansas City, MO
Re: Revdex.com Case ***, *** *** ***
Assurance Wireless Inquiry
Sprint Case ***
To Whom It May Concern:
Sprint is in receipt of the above-referenced inquiry of Ms
*** *** *** regarding our Assurance Wireless productWe appreciate your assistance in bringing our customers’ concerns to our attentionIn the information provided, Ms*** indicated that she reported her Assurance Wireless phone lost or stolen which led to her contacting our Customer Care department to request for a replacementShe stated that her phone stopped working on the new replacement phone and an Assurance Wireless Customer Care representative advised her that her phone was interrupted because she did not send her previous phone backShe disputed that she cannot send back her previous device because it was lost or stolenShe requested compensation and that her service be reinstated On behalf of Sprint, I apologize for any inconvenience this matter may have caused Ms***
Our records reflect that Ms***’ equipment replacement device was received and activated on February 3, We further confirmed that when the replacement order was placed by the Assurance Wireless representative on January 27, 2016, the order was not properly updated which led to the service interruption outlined in her inquiry
During our conversation with Ms*** on April 15, 2015, we explained the information outlined aboveWe immediately removed the suspension to restore her account and although her account is now active her Lifeline discount was not currently activeTherefore, while we attempt to reinstate her Lifeline discount, we applied bonus minutes and a $credit to her account so that she can place/receive phone calls and send/receive text messages
In a recent folle-mail to Ms*** on April 18, 2016, we confirmed that her account has been reinstated and placed back on the Assurance Wireless programWe received a folle-mail response from Ms*** thanking us for assisting her in this matter; however, she indicated that she did not have her phone with her to test if she can place or receive phone callsMs*** confirmed she was able to dial from another phone to her mobile phone and reached her voicemailShe agreed to contact us back if she requires further assistanceWe attempted to follwith Ms*** on April 19, 2016, unsuccessfully; however, we invite her to contact us back if she requires additional assistance
If Ms*** has questions regarding this concern, she can contact me 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 M
Executive Service Analyst

September 26, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case ***, *** ***, Rebuttal Virgin Mobile USA Inquiry Sprint Case *** 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 once again. In the information provided by your agency, Ms*** indicated in her original inquiry that in February and March 2016, her flat $monthly recurring charge increased by $2.37, and by $in April and May 2016, and finally by $in June and July 2016. She advised that upon contacting our Customer Care department she was advised that taxes and surcharges were applicable to her plan, but she was never notified of the change. As a result, she requested a total refund of $In her most recent inquiry, she requested no further contact from our office by phone regarding these matters As outlined in our previous response to your office, after completing a review of Ms***’s VMU account we were unable to identify any billing errors. Due to her request to not be contact by phone regarding these matters we sent her e-mails on September and 23, 2016, offering our assistance with her concerns. Unfortunately, she has not responded. Should she require further assistance we encourage Ms*** to contact us regarding any concerns she may continue to have with her account. She should be advised that in order to discuss the details of her account, she must be able to authenticate her account. As a result, we want to advise her to have her PIN and security information available when she contacts us. 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:a.mto 3:p.m., Central Time Sincerely, Tekiesha HExecutive Services Analyst

January 6,
*** ***
Revdex.com
Ward Parkway, Suite
Kansas City, MO
Re: Revdex.com Case ***, *** ***
Virgin Mobile Account
Sprint Case ***
Dear Ms***:
Sprint is in receipt of the above-referenced inquiry of Ms*** ***,
filed on behalf of her father MrMac ***We appreciate your assistance in bringing our customer’s concerns to our attentionMs*** expressed her dissatisfaction with the level of customer service received while requesting a balance transfer of funds from her father’s account to her account; citing that she was able to do it in the past and is afraid that the funds will be lostShe further advised that the options available to use the funds are not useful to her as the selections are limitedShe requested that either the funds be refunded, transferred to her Assurance Wireless account, or the time be extended in order to use the funds
We regret any frustration this matter may have caused Ms*** while attempting to gain resolution of her refund requestDuring our discussion with
Ms*** on December 24, 2015, we advised that Virgin Mobile has updated our Terms and Conditions to not allow the ability to transfer funds from one account to anotherHowever, because Mr*** is a long time customer of VMU and because she has loyalty with Assurance Wireless, we will credit her Assurance Wireless account as a one time courtesyTherefore, we applied a credit in the amount of $to her Assurance Wireless account and canceled her father Mac ***’ VMU account as she requestedMs*** accepted the offer and stated that this resolved her concerns
On behalf of Sprint, I apologize for any inconvenience this issue may have caused
Ms***If you or she has questions regarding this concern, you or
Ms*** 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

May 6, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case ***, *** *** Virgin Mobile USA Inquiry Sprint Case *** To Whom It May Concern: Sprint is in receipt of the above-referenced follinquiry of Mr*** *** regarding our Virgin Mobile USA (VMU) product. We appreciate your assistance in bringing our customers’ concerns to our attention and regret the circumstances that led to Mr*** contacting your offices again. In his inquiry, Mr*** indicated he never stated he did not want to continue discussing the mater and has not received any offers for a replacement deviceAs such, he would like a refund for the device and his most recent service payment if no resolution can be agreed upon We apologize for any confusion regarding his communications with our office on January 27, 2016. However, as previously explained in our response dated May 2, 2016, our records reflect that Mr***’s LG Tribute device was activated on January 12, 2016. Our records further reflect that on January 27, 2016, Mr*** was offered to have his device replaced with either a new HTC Desire or Moto G, as well as to have the $equipment replacement fee waived as a one-time courtesy. Unfortunately, Mr*** did not accept the offer at that time During our conversation with him on April 21, 2016, Mr*** indicated he was not able address the matter at the time due to his work hours, and requested to have an e-mail sent to him with the offer. As such, we sent e-mails on April 21, 27, and May 2, 2016, offering to replace his device with the HTC Desire, Moto G, or the LG Volt 2. During our communication via e-mail on May 2, 2016, Mr*** replied to our e-mails sent to him on April 27, and May 2, 2016, which included the offers detailed aboveUnfortunately, he has not chosen an offer yet. We invite him to contact our office or reply to the e-mails at his earliest opportunity to accept our offer We regret any inconvenience this matter may have caused Mr***. If we can be of further assistance with this issue, Mr*** 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, Veronica BExecutive Service Analyst

February 1,
*** ***
Revdex.com
Ward Parkway, Suite
Kansas City, MO
Re: Revdex.com Case ***, *** ***
Virgin Mobile Inquiry
Sprint Case *** 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 her inquiry,
Ms*** requested that we issue a refund for her overpayment back to her credit card, plus a refund of her bank overdraft charges
During our initial discussion with Ms*** on January 14, 2016, we confirmed that she did receive her refund back to her credit card in the amount of $for the duplicate paymentFurthermore, on January 18, 2016, Ms***, e-mailed a copy of the overdraft fee she assessed by her financial institutionAs a resolution, we applied a one-time credit of $to her VMU accountWe have attempted to reach Ms*** by telephone on January 18th, 19th, and 20th to confirm the resolution but we were not able to contact her successfully
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 a.mto p.m., Central Time
Sincerely,
Donnetha C
Executive Services Analyst

January 17, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File ***, *** *** Virgin Mobile Custom Inquiry Sprint Case ***
To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of Ms*** *** regarding our Virgin Mobile Custom productIn her complaint, Ms*** indicated that every time she makes a payment to her account she has to call our Customer Care department to restore her serviceShe requested a refund for services she paid for and was unable to use Sprint is committed to protecting the privacy of our customers. In accordance with that commitment, we take measures to verify that callers are authorized to discuss and/or make changes to an account. Specifically, we require that each account has a PIN and that the PIN is verified by the account holder or an individual authorized to have access to the account before we can discuss sensitive account information or make any changes to the account. We have not had the opportunity to obtain permission from Ms*** to discuss this matter with her or authenticate her ability to access account information with regard to this inquiry. As a result, we cannot provide private information, or make any changes to the account We attempted to contact Ms*** at phone ending with *** and via e-mail on December 27, 28, and 30, 2016, to discuss this matter in detail; however, we were unable to reach her. In addition, we also sent her a letter via the U.SPostal Service on January 3, 2017, asking her to contact us directly. We invite Ms*** to contact our office if her concerns remain unresolved. On behalf of Sprint, I regret any inconvenience Ms*** may have experienced as result of this matter. If she has any additional questions regarding this issue, she 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 Tell us why here

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
However, I will say that this line in the response "Based on the information detailed above, we are unable to identify any error on the part of VMU in this matter" is inaccurate as Donnetha told me on the phone that she did see in the my account notes that I was supposed to be refunded the payment yet I never was and that was at fault of VMU
Regards,
*** ***