Integrated medical

April 13,
Revdex.com
Ward Parkway, Suite
Kansas City, MO
Re: Revdex.com Case ***, Winston ***
Boost Mobile Inquiry
Sprint Case ***
To Whom It May Concern:
Sprint is in receipt of the above-referenced inquiry of Mr*** ***
regarding our Boost Mobile productWe appreciate your assistance in bringing our customers’ concerns to our attentionAccording to the information provided, Mr*** indicated that his Lifeline eligibility was transferred to Assurance Wireless without his authorizationBecause he already had Lifeline service for his home phone that benefit was removedHe would like assistance with having his previous benefit reinstated
We spoke with Mr*** on April 12, 2017, regarding this matter and he denied any knowledge that he applied for Lifeline service with Assurance WirelessHowever, we confirmed that we received a signed application with his initials and a copy of his State Identification cardAs a result, he was approved for the Lifeline discount with Assurance Wireless, and his account with phone ending with was created on January 20, 2017, and activated on January 21,
Our records also support that on January 21, 2017, our Assurance Wireless Customer Care department spoke with Mr*** because he wanted to know how to place an outbound call from his deviceOn February 27, 2017, Mr*** contacted our Customer Care department once more, but this time requested to cancel his service because he no longer required the service, and at that time advised he did not apply for itThis matter was escalated for additional reviewOn March 13, 2017, Mr*** spoke with our executive office regarding this matter and he could not authenticate that he was the account holder; therefore, no changes were made to the account in question
We regret any inconvenience this matter may have caused Mr***During our discussion with him on April 12, 2017, he was able to authenticate his account security informationPer his request we canceled the account and removed him from the Lifeline program with Assurance Wireless so that he can reapply with his former service provider
On behalf of Sprint, I apologize for any inconvenience Mr*** may have experienced as a result of these mattersIf he has any questions regarding these concerns, he can contact me directly by calling 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,
Marco M
Executive Services Analyst

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Assumed Answered]
Complaint: ***
I am rejecting this response because:I have already cancelled my service with Virgin Mobile and switched to a different carrierI was ignored and lied to for two to almost three months without any resolutionI have had techs promise me a callback from tier three tech support without any callbackOne tech even promised me a callback from tier three in minutes, when I didn't realize until after I hung up that support was closing in minutesIn fact, I was offered more from someone at tier one support than an executiveI was offered $off my bill for months as well as a replacement phone while I called Virgin Mobile Care in the MetroPCS store to port my numberSo I don't believe that they are "unable to credit me"This was a disaster and I will never recommend anyone use Virgin Mobile or any sprint-based company again
Regards,
*** ***

October 25, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case ***, *** *** Virgin Mobile Data Done Right Inquiry Sprint Case *** To
Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of Ms*** *** regarding our Virgin Mobile Data Done Right product. We appreciate your assistance in bringing our customers’ concerns to our attention. In her inquiry, Ms*** expressed her concern with her inability to activate her Motorola device on a new phone number, citing that her device is no longer functioning properly due to a technician resetting her device after she transferred her previous phone number to a new device. She further stated that Motorola is unable to send her a replacement device because they no longer carry her device model, she no longer has the receipt from the point of sale, and it has been over a year since she purchased the device. As such, she requested that Virgin Mobile replace her malfunctioning device Our Virgin Mobile Terms and Conditions outline that per our warranty guidelines, malfunctioning devices are replaced with the same device model within the one-year warranty period. Because Ms*** has exceeded the one-year time frame, she is no longer eligible to receive a replacement device. However, during our October 13, 2016, conversation with Ms***, we offered to apply a credit to her account in the amount of $as a one-time courtesy, to offset the cost of her purchasing a new device. We further informed Ms*** that we will apply a credit to her Virgin Mobile Data Done Right account for one month of service after she purchases and activates a new device in order to offset the month that she paid for and was unable to use due to her current device malfunctioning. As such, Ms*** agreed to contact our office once she has purchases a new device in order for the additional credit to be applied. We are pleased to inform you that Ms*** expressed her satisfaction with the resolution of this matter On behalf of Sprint, I apologize for any inconvenience this matter may have caused. If we can be of further assistance with this matter, Ms*** 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 Time Sincerely, Kendra *** Executive Services Analyst

February 16, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case ***, *** *** *** *** 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’ *** *** USA (VMU) concerns to our attention. In her inquiry, Ms*** stated her bill due date is on the 3rd of every month, and she noticed her phone was disconnected on February 2, 2017, because she had not made her monthly payment. She spoke with our Customer Care department and was advised that her bill due date is actually on the 2nd of each month; however, she was advised that she would be provided a month of service if she did not speak to a supervisor. In addition, she was placed on hold, and the supervisor denied the month of service credit because he did not believe it was warranted due to her monthly bill due date. As such, Ms*** requested her bill due date be changed back to the 3rd of each month, and a service credit for two months of service charges We spoke with Ms*** regarding this matter on February 6, 2017, and explained that using the information provided in her inquiry we were able to identify the representative involved in her concern. We advised that we would submit appropriate feedback towards the agent and his supervisor to their management team for further review. Due to any possible misunderstanding that may have occurred, we agreed to apply a $credit to cover one month of service charges; however, we denied her request for any additional credit. Ms*** expressed her understanding and satisfaction with our resolution. 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, Chris HExecutive Services Analyst Tell us why here

March 6, Revdex.com Ward Parkway Suite Kansas City MO Re: Revdex.com Case ***, *** *** *** *** inquiry Sprint Case - *** To Whom It May
Concern: Sprint is in receipt of the above-referenced inquiry of Ms*** ***. We appreciate your assistance in bringing our customers’ concerns to our attention. In her complaint, Ms*** expressed her dissatisfaction during her attempts to address her billing concerns, citing that she paid for her service; however, she was without service for two daysShe was attempting to acquire her account number to port to another provider. She requested a credit in the amount of $ Our records reflect that Ms*** was on the *** *** Unlimited Talk, Text and Data plan that provides her with 6GB of high speed data . In addition, we confirmed that her monthly bill cycle was due on February 7, 2017. Ms*** payment in the amount of $was received on February 8, 2017, and her services were resumedOn February 9, 2017, she requested to change her plan to *** *** Unlimited Talk, Text and Data that provides her with 5GB of high speed data In addition, our Customer Care department applied a $credit towards her account and as a result, her account service plan was changed as she requested During our conversation with Ms*** on March 1, 2017, we informed her of the above information. As a goodwill gesture, we applied a $credit to her account. In order to fully resolve this matter, we provided her with her account number. Ms*** confirmed that this matter has been resolvedOn 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, LaTaushia LExecutive Service Analyst

December 23, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case ***, *** *** Virgin Mobile USA-*** *** Sprint Case *** To
Whom It May Concern: Sprint is in receipt of the inquiry referenced above, filed by Mr*** *** regarding our Virgin Mobile USA (VMU) product. We appreciate your assistance in bringing our customers’ concerns to our attention. In his inquiry, Mr*** indicated he stared experiencing service related issues on December 1, 2016, citing that although the phone was showing full bars, once he attempted to make a call, the service bars and internet service disappeared and will show lost callMr*** is requesting service to be restored and to be credited at least a month of service. We regret any difficulty Mr*** may have experienced with our VMU service and the circumstances that led him to the decision to cancel services. Our records reflect that the service address associated with his VMU account is within our coverage area, and that a single cell site in that area is experiencing issue that might be causing intermittent and temporary service issues such as he reportedIn addition, coverage is not available everywhere and varies based on a number of factors. There are gaps in coverage within our estimated coverage areas that, along with other factors both within and beyond our control (network problems, software, signal strength, your wireless device, structures, buildings, weather, geography, topography, etc.), will result in dropped and blocked connections, slower data speeds, or otherwise impact the quality of services. Our records further reflect that Mr***’ usage from November 27, through December 1, 2016, was a total of minutes and from December through December 16, 2016, had a total of minutes. During our initial conversation with Mr*** on December 19, 2016, we provided the information detailed above. As such, we explained that due to the amount of usage verified on the account we are unable to issue a refund. However, in an effort to come to an amicable resolution, we offered to apply a $credit to any Sprint branded account. However, Mr*** declined and requested to have the matter escalated. During our subsequent conversation with Mr*** on December 21, 2016, we advised that after further review, the decision remains. As such, our offer to apply the $credit on any Sprint branded account remains for the next days. Although Mr*** may disagree with our positon, we feel this matter has been fully addressed 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, *** BExecutive Services Analyst

October 21, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case ***, Mr*** *** Virgin Mobile USA Inquiry Sprint Case *** To Whom It May
Concern: Sprint is in receipt of the above-referenced complaint of Mr*** *** regarding our Virgin Mobile USA (VMU) product. In the information provided, Mr*** stated that his service has been terminated and his account accumulated balance of $has been wiped as of September 3, 2016. Mr*** cited that he has been unable to locate a $Tcard to remit his required payment on his VMU service plan. He requested for his VMU phone number to be reinstated or to have his account balance transferred to his wife’s VMU account Our records reflect that prior to his account cancellation Ms*** was enrolled on a pay per minute service plan. This service plan requires a $payment be made every days or $every days in order to maintain services. Our records further reflect that on September 4, 2016, due to not processing a service payment to renew his service plan Mr***’s account was suspended. During our October 17, 2016, conversation with Mr*** we provided the information outlined above. In an effort to resolve his account related concerns we agreed to apply his remaining account balance of $to his wife’s VMU account with phone number ending in ***. Mr*** has confirmed his complete satisfaction with the actions taken to resolve his account balance concern On behalf of Sprint, I apologize for any inconvenience this matter may have caused Mr***. If he has any further questions or concerns regarding this matter he may contact me by calling the Sprint Executive & Regulatory Services department toll-free at phone number ###-###-####, ext***I am available Monday through Friday from a.m. to p.m., Central Time Sincerely, Mondrell GExecutive Services Analyst Tell us why here

August 24, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case ***, *** *** 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. In her inquiry, Ms*** indicated that approximately four months ago she purchased a Samsung Galaxy J3. She explained that she downloaded a third party application to the device, which caused her battery to deplete too quickly. After completing a factory reset to clear the application from her device she has been unable to sync her Google account to the deviceAs a result of these issues she advised that although she understands that she had seven days to return the device for a full refund she requested at least a partial refund of the device purchase We spoke with Ms*** regarding this matter on August 18, 2016, and explained that VMU devices are sold with a one-year manufacturer’s warranty, and advised her that she could partner with the device manufacturer for assistance. She advised that she has already secured services with another provider. After determining that her new provider is Boost Mobile we agreed to place a $credit to her Boost Mobile account to resolve this matter. Our offer was accepted and the credit was applied on August 18, 2016. Ms*** 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

[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
Regards,
*** *** In my own words: I am very pleased with the result of your intercession in this matter I am currently a holder of a working Virgin Mobile cellphone with my full account balance credited back to me My phone has been activated with a new number and I have one year to use up my account balance before I am required to attach my credit card for continuing payments Thank you for your time in this matter with special thanks to *** and *** in the Sprint/Virgin Mobile offices. *** S***

August 12, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case ***, *** *** Virgin Mobile USA (VMU) Inquiry Sprint Case ***
To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of Ms*** *** regarding our Virgin Mobile USA (VMU) product. We appreciate your assistance in bringing our customers’ concerns to our attentionIn her inquiry, Ms*** expressed her concern regarding her attempt to reach our VMU Customer Care representatives to notify us that her phone was stolen, and that her bank information was attached to the account for service payments. On May 2, 2016, she disputed the charge of $49.61, and explained that she was advised by our Customer Care department that a refund back to her credit card would be issued. She advised that she has yet to receive the refund and requested either a refund to her credit card or check to be mailed in the amount of the refund During our conversation with Ms*** on August 8, 2016, we confirmed that our Finance department processed a refund of $to her credit card. In addition, we confirmed that a refund of $was refunded to her credit card on May 4, 2016. Furthermore, we provided Ms*** the contact number ###-###-#### where she can reach eSecuritel in order to obtain a refund of $for the equipment protection service she purchased. In a recent attempt to follwith Ms*** on August 12, 2016, we were unable to confirm if she has received the refund of $on her credit card. We invite her to contact us back if she does not receive the refund so that we can forward this matter back to our Finance department for further review If Ms*** has any questions regarding this matter, she can contact me directly 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, *** M Executive Service Analyst

August 24, 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 complaint referenced above, filed by Ms*** *** regarding our Virgin Mobile USA (VMU) product. This complaint was served on Sprint on August 17, 2016. According to the information provided, Ms*** indicated that she has been unable to close her account and receive a refund of the $balance reflected on her account. During our discussion with Ms*** on August 18, 2016, we explained that her account is subscribed to a sales expired Pay-As-Yplan, which requires a $payment every days or a $payment every days to retain active services. All payments made toward a VMU account must be redeemed toward services, and are not refundable. Any unused funds reflected on an account when it is closed are forfeited in accordance with our Terms and Conditions. As a result, we are unable to issue a refund for the unused funds reflected on her account. Because she is experiencing device issues we offered to provide Ms*** with a complimentary device so she may continue to use her services. In addition, we offered to extend the next Trequirement for one year to allow her to use service and dissolve her paid balance without having to meet the or 90-day Trequirement until that date. Although she declined our offers we believe we have addressed Ms***’s concerns to the best of our ability On behalf of Sprint, I apologize for any inconvenience Ms*** may have experienced as a result of this issue. If she has questions regarding this concern she can contact me directly by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####, ext***. I am available Monday through Friday between 7:a.mand 3:p.m., Central Time Sincerely, Tekiesha HExecutive Services Analyst

March 11,
Revdex.com
Ward Parkway, Suite
Kansas City, MO
Re: Revdex.com Case ***, *** ***
Virgin Mobile USA Inquiry
Sprint Case ***
To Whom It May Concern:
Thank you for forwarding the above-referenced inquiry of Ms
*** *** to the Sprint Executive & Regulatory Services departmentWe appreciate your assistance in bringing our customer’s Virgin Mobile USA (VMU) concerns to our attentionIn her inquiry, Ms*** indicated that she is experiencing issues with her VMU deviceShe further advised that she is outside of the manufacturer’s warranty periodShe advised that while she was within the warranty period and reported these issues she was advised that her concerns were not device relatedAs a result, she requested that she be provided with a new device or receive a credit of $to cover one month of service charges so that she may purchase a new device
We spoke with Ms*** regarding this concern on March 8, 2016, and explained that VMU devices are sold with a one year manufacturer’s warrantyWithin the warranty period customers may contact the manufacturer directly, or pay a $Warranty Replacement Fee to VMU to receive a replacement deviceWe regret any issues Ms*** is experiencing with her deviceWe verified that unfortunately, her device is no longer covered under the manufacturer’s warrantyAs a courtesy, and due to our long term business relationship with Ms***, we agreed to apply a credit to her account in the amount of $to cover one month of service chargesShe expressed her satisfaction with our handling of her concern
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,
Chris H
Executive Services Analyst

December 1,
*** ***
Revdex.com
*** *** *** *** ***
Kansas City, MO
Re: Revdex.com Case ***, *** ***
Virgin Mobile Inquiry
Sprint Case ***
Dear Ms***:
Sprint is in receipt of the inquiry referenced above, filed by Ms
*** *** regarding our Virgin Mobile USA (VMU) productWe appreciate your assistance in bringing our customers concerns to our attentionAccording to the information provided, Ms*** stated that her replacement phone is malfunctioning and she is only being instructed to reset the device to factory settings or to accept a downgraded handset model to replace the current deviceAs such, she requested that she be provided with a replacement device immediately
We regret any inconvenience Ms*** may have experienced as a result of her equipment malfunction and equipment replacement concernsDuring our November 19, 2015, discussion with Ms***, we successfully submitted an equipment warranty return/exchange order for the same make/model device in accordance with return/exchange policyAt that time, we did waive the $return/exchange fee as a one-time courtesyWhile we regret that our follcontacts made to Ms*** on November 23, 24, and 30, 2015, have been unsuccessful; we confirmed that the Ms*** successfully activated her replacement device on November 23, As such, we believe that this matter has been fully addressed
If you have questions regarding this matter, or if Ms*** has supplemental concerns regarding this matter which we can address, you or she can contact me by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####I am available Monday through Friday between a.mand p.m., Central Time
Sincerely,
Christopher H
Executive Services Analyst

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Assumed Answered]
Complaint:
I am rejecting this response because: I e-mailed Ms*** documentation of the two charges in the same monthThe "chargeback" was made by me - not Ms***Virgin Mobile NEVER did anything on my behalf! They have been fighting me tooth and nail since they cut off my service on January 16, - after charging me two times on the same day for service that I paid!
Regards,
*** ***

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because: Business Law teaches that in a simple business relationship the consumer provides consideration to a business for goods and servicesI have asked MANY representatives of Virgin Mobile just what I receive when I provide consideration to their business under the PayLo PlanI have yet to receive an answer to this question.I joined the Virgin Mobile Pay As You Go Plan in For nearly years I faithfully deposited funds into my account via Top Up cards and my credit cardWhen I needed to make/receive calls, my account was debited at a per minute rateIt is easy to compare this business relationship between Virgin Mobile and myself to that with a bank, except that the withdrawals from a bank account are via checks, ATM, etcrather than a per minute chargeThe most important feature of this business relationship is that when it is terminated, for whatever reason, any remaining funds that were deposited in good faith are promptly returnedI have had no problem with this type of relationship with a number of banks, but Virgin Mobile refuses to refund the balance of my account at my request even though they are no longer providing me with goods or servicesAs I am not making any calls using Virgin Mobile, my unanswered question is “what service are you providing that I should keep paying for and cannot get a refund of my existing balance?” I’m still waiting for an answer on that.Virgin Mobile has made an offer to me to continue this business relationshipFirst, they have offered me an outdated cell phone that even their own website forum members have deemed horribleIt is a significant step down from the last phone I used with Virgin MobileI cannot get a response to my query about why this phone was not made available to PayLo customers such as myself months and months agoTheir website still shows no phones available as it has for many months for this planAnd, now, after months of using a failing phone and then not having a phone at all, suddenly one becomes available? Then, Virgin Mobile has offered to do something with my account that is still not quite clear to me as I have a balance of nearly $thereApparently, whatever the offer, it is an attempt for me to stay with a plan that is being phased out, features the worst customer service I have ever experienced in my life and then forces me to use a clown phone for lack of a better termWhile I appreciate the dialogue (via email as I don’t yet have a phone/plan) it is very easy to say no thank you to this offer, I want a refund so I can move on to a better plan that will be around awhile, have good customer service and be able to use a decent phone with the plan.
Regards,
*** ***

---------- Forwarded message ----------From: *** and *** ***Date: Wed, Feb 15, at 1:PMSubject: Complaint #***To: ***Hello,I filed the above-numbered complaint on 2/8/regarding my PPlan with Virgin Mobile. Please
be advised that I have been in communication with Virgin Mobile through Sprint, and this matter has been resolved to my satisfaction. Thank you

May 17, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File ***, *** ***, Rebuttal Boost Mobile Inquiry Sprint Case *** To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of Ms*** *** regarding our Virgin Mobile USA (VMU) product. In her rebuttal, Ms*** expressed her continued dissatisfaction with our response to her refund request. During our conversation with Ms*** on May 16, 2017, we explained that our decision regarding this matter remains unchanged. We advised her that we addressed all the issues raised by Ms.*** in our prior response to the best of our ability 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 10:a.mto 6:p.mCentral Time. Sincerely, Christopher HExecutive Services Analyst

December 22, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case ***, *** V*** 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. In his inquiry, Mr*** indicated that his device has been defective and constantly reboots itself throughout the day. Furthermore, he received an e-mail that he would have to contact the manufacturer, or purchase a new device. As such, Mr*** requested a replacement device We initially spoke with Mr*** regarding this matter on December 15, 2016, and explained that VMU devices are sold with a one-year manufacturer’s warranty. Those warranties are not managed by Virgin Mobile. As such, he would need to contact his device manufacturer for assistance with his device concerns under the provisions of his manufacturer’s warranty. Due to Mr***’s device being less than two weeks old, we made an exception to send him a brand new replacement device, and for him to return the defective device. We received confirmation on December 22, 2016, that Mr*** received our device and requires no further assistance. He expressed his 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

March 10, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File ***, *** *** Virgin Mobile USA Inquiry Sprint Case
*** To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of Mr*** *** regarding our Virgin Mobile (VMU) productIn his complaint, Mr*** indicated he recently purchased a Samsung J7, and he has been experiencing issues with our data service. He further indicated that on January 3, 2017, his data speeds have been reduced. He contacted our Customer Care department, and has been advised that we are currently working on cell sites in his service area, and that his services would be restored within three days; however, the issue remains unresolved. He contacted Customer Care again in regards to his data service issues, and was advised that he would be sent a brand new device, but a VMU manager denied his request, stating that he would receive a refurbished device, which he declined. In addition, Customer Care applied a $credit on his account due to the inconvenience During our initial conversation with Mr*** on February 16, 2017, we looked into his network concerns; however, we were unable to identify any issues. Due to the nature of his issue, we agreed to send him a replacement phone, and apply a $credit to offset one month of service. We spoke with Mr*** on February 24, 2017, and he advised that he continues to experience the same issue outlined in his inquiry; however, during our conversation the call dropped, and we attempted to call him back, but we were unable to establish contact. We attempted to contact Mr*** once more on March 7, 2017, to further address his concerns, but we were unable to reach him. We have provided Mr*** with our direct line to contact us if he continues to experience these problems On behalf of Sprint, I regret any inconvenience Mr*** may have experienced as result of this matter. 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 10:a.mto 6:p.mCentral Time. Sincerely, Christopher HExecutive Services Analyst

May 8, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case ***- Rebuttal, *** *** Virgin Mobile USA Inquiry Sprint Case *** To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry 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 him to contact your office againIn the information provided, Mr*** disagreed with our previous response. He explained that he was advised that once the devices were returned back to VMU that he would receive a refund. He further explained that the phones were delivered back to VMU per tracking ***, but has yet to receive a refund During our conversation with Mr*** on May 4, 2017, we confirmed that his equipment package was delivered to our VMU warehouse on April 28, 2017, and a result, a systematic refund was processed in the amount of $that included tax. Although the second refund was not processed immediately, we confirmed that the second refund in the amount of $with tax was refunded back to Mr***’s PayPal on May 4, 2017. We are pleased to inform that this matter has been fully resolved. We regret any inconvenience this matter may have caused Mr***. If we can be of further assistance with this issue, he can contact me by calling our 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 Service Analyst Tell us why here