Integrated medical

July 17, 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 Mr*** *** regarding our Assurance Wireless product. We appreciate your assistance in bringing our customers’ concerns to our attention. In his inquiry, Mr*** stated he was advised he would receive a new phone within to business days; however, he has not received the device and was informed will need to file a new application for Lifeline services. Mr*** requested that the device he was promised be delivered to him Our records indicate that Mr***’s Assurance Wireless account was established on June 22, 2017. Unfortunately, we have not been able to locate the request for a replacement device During our initial conversation with Mr*** on July 6, 2017, he confirmed that his device was damaged due to him accidently dropping it, and he requested a replacement. At that time a request for a replacement was processed. We are happy to inform you that the replacement device was delivered and activated on July 13, Unfortunately, our follattempts to reach Mr*** on July 7, 12, 13, and 17, 2017, at the phone number and e-mail provided in his inquiry, were unsuccessful. In addition, a letter was sent on July 13, 2017, via the United States Postal Service (USPS) to the address provided in his inquiry inviting him to contact us for additional assistance if needed 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 7:a.mand 3:p.m., Central Time Sincerely, *** * Executive Services Analyst

June 14, 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 complaint of Mr*** *** regarding our Virgin Mobile USA (VMU) product. We regret the circumstances that led to Mr*** contacting your office again. In the information provided, Mr*** stated that VMU is in violation of consumer protection laws regarding purchases for goods and services. Mr*** indicated that VMU customers should be able to obtain a proper detailed receipt that includes a breakdown of taxes when paying their monthly charges by automatic payment. He requested that VMU take immediate action to update our payment system. We regret any inconvenience this matter may have caused Mr***. As stated in our previous response to your office dated June 6, 2017, we verified that when enrolled for automatic payments his online billing history only reflects the amount of his monthly service charge, and the tax amount is not displayed. However, we verified that when making a one-time payment online a screen is presented that reflects the tax amount. We recommended that he either remove automatic payments and capture a screenshot of his manual payment reflecting the tax amounts, or to refer to his card statement for the card used to make the payment for the full billed amount inclusive of taxes. although Mr*** does not agree with the information provided, we believe that we have addressed these matters fully. We appreciate Mr***’s taking the time to provide us with the details of his concerns with our policy for requests relating to itemized payment detail. Please be assured that we value customer feedback and that details regarding this concern have been forwarded to the appropriate managerial staff for further review On behalf of Sprint, I apologize for any inconvenience these matters may have caused Mr***. If he has further questions regarding this matter 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.m., Central Time Sincerely, Mondrell GExecutive Services Analyst

February 19,
*** ***
Revdex.com
Ward Parkway, Suite
Kansas City, MO
Re: Revdex.com File ***, *** **
Virgin Mobile USA Inquiry
Sprint Case ***
Dear Ms***:
Sprint is in receipt of the
above-referenced inquiry of Ms*** ** regarding our Virgin Mobile USA (VMU) productIn her complaint, Ms** indicated that she called our VMU Customer Care department because she was trying to obtain a promotional code to use online when purchasing a new VMU phoneDue to no promotional code available the agent offered to enroll her account in VIP or MVP status which provides her a $credit every three months and 14-day extension of her servicesShe requested for VMU to honor the $credit according to the program schedule
Our records reflect that on December 31, 2015, Ms** was sent a text message that invited her to the VMU VIP programDuring our conversation with Ms** on January 21, 2016, we informed that our VMU VIP Grace Period TOffer program does not offer any credits in her enrollment to this programOur records support she successfully enrolled in to the VMU VIP program on January 12, 2016, which provides her a 14-day grace period past her payment due date of the 21st of every month without causing any service interruptionHowever, we are unable to honor her request for a $credit for every three months’ off her monthly service chargesTherefore, we respectfully decline Ms**’s credit requestAlthough she disagrees with our position, we are confident that we fully addressed the concerns outlined in her complaintPlease be assured that we value Ms**’s feedback relating to the program and will ensure that her concerns are shared with the appropriate managerial staff
On behalf of Sprint, I apologize for any inconvenience Ms** has experienced regarding this matterIf 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 7:a.mto 3:p.mCentral Time
Sincerely,
Tekiesha H
Tekiesha H
Executive Services Analyst

February 16, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File ***, *** *** *** Mobile USA Inquiry Sprint Case
*** To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of Mr*** *** regarding our *** Mobile (VMU) productIn his complaint, Mr*** indicated he recently purchased a Samsung J3, and discovered the device does not support voice and data simultaneously. He switched back to his older device, which supported such services; however, it was not receiving our LTE services. Mr*** switched to a Motorola G, and he was able to receive LTE on his device, but he could not use voice and data simultaneously. In addition, he’s been experiencing issues with our website adding additional data packs. As such, Mr*** requested that we resolve his voice and data concerns, and his concerns with adding data add-ons through our website During our initial conversation with Mr*** on February 8, 2017, we advised that VMU does not support data and voice calls to simultaneously work unless he is connected to a network. Furthermore, we advised Mr*** that adding additional data add-ons through our website is a known issue, that we are currently working with our web development team to improve our features. Due to any possible misunderstanding that may have occurred, we agreed to apply a $credit to cover one month of service charges. Mr*** expressed his understanding of our resolution 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

September 14, 2017 Revdex.comWard Parkway, Suite 401Kansas City, MO 64114 Re: Revdex.com Case ***, Ms*** *** Virgin Mobile USA 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 the information provided, Ms*** stated that on August 15, 2017, her cell phone stopped receiving a signalShe contacted VMU via e-mail within a day of the issue to receive assistance with the matter, and she was advised to allow up to hours for her concern to be researchedMs*** indicated that she e-mailed VMU Customer Care again, prior to hours, to ask if she would be receiving credit for this loss of coverage. She stated that she was informed that due to recent service updates completed on towers in the Oregon and Washington areas her Samsung Array was not capable of receiving the new signal frequency for service. Ms*** requested a refund for half of a month of service charges, which equates to $10. She would also like for VMU to notify their customers in advance of scheduled network updates that may alter or limit their access to utilizing the VMU network. While we regret that Ms*** experienced this issue we are unable to issue a refund for the unused portion of her monthly service plan. Per our Terms and Conditions, all funds applied to a VMU account can only be redeemed toward a VMU product or service, and we do not offer prorated refunds for any unused services. In order to continue to utilize her services she will need to obtain a compatible device. By selecting a new device she will also be required to change to a currently offered service plan. We attempted to contact Ms*** by phone and e-mail on August 30, September 1, and 5, 2017; however, we have been unable to reach her. In addition, we sent a letter via the U.SPostal Service to the address on file on September 5, 2017, inviting her to reach out to our office. Unfortunately, she has not responded. We look forward to speaking with Ms*** and encourage her to contact us regarding any concerns she may continue to have regarding this inquiry. Ms*** should be advised that in order to discuss the details of her account, she must be able to authenticate his account. As a result, we want to advise her to have his PIN and security information available when she contacts us We regret any inconvenience this matter may have caused Ms***. If she has any further concerns regarding this matter 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.m., Central Time Sincerely, Mondrell G.Executive Services Analyst

February 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 of Ms*** *** *** to the Sprint Executive & Regulatory Services department. We appreciate your assistance in bringing our customer’s Virgin Mobile USA concerns to our attention. In her inquiry, Ms*** indicated that she placed an order for a new device, but the device was defective. Ms*** requested a replacement device because she contacted Apple, and Apple was unable to resolve her issues. During our initial discussion with Ms*** on February 13, 2017, we advised that since she attempted to receive a replacement device within the day period, we would honor her request to send her a replacement device if she returned the original device. Ms*** agreed, and we followed up with her on February 16, 2017, and confirmed she received our replacement device. As a courtesy, we applied a $credit to cover one month of service charges. Ms*** expressed her understanding and satisfaction of our resolution We regret any inconvenience these matters may have caused Ms***. If she has any further questions or concerns regarding these matters 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

April 18,
Revdex.com
Ward Parkway, Suite
Kansas City, MO
Re: Revdex.com Case 11232457, *** ***, Rebuttal
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 Boost Mobile concerns to our attention, and regret the circumstances that led Ms*** to contact your office once againIn her inquiry, Ms*** expressed her dissatisfaction with how her concerns were handled while attempting to secure a refund check
As indicated in our previous response, during our discussion with Ms*** on March 21, 2016, we were able to verify that the refund check that we issued was sent to the address listed on her accountIt was not received because the address listed on her account is no longer a valid mailing address for herDuring our call she advised that she would consider this matter resolved if the refund check could be issued, but that she no longer wishes to discuss this matterAfter further research and verification that the original refund check was not cashed, we issued a stop payment on the original check and reissued the check to the address provided in her inquiryThe new refund check was mailed to Ms*** on March 24,
In her most recent inquiry, Ms*** verified that she received the refund check, but wanted to know if she is able to return it to VMUShe may choose not to cash the refund check if she wishes, but there is no need for her to return the refund to VMUWe appreciate Ms***’s taking the time to provide us with the details of her experience with our Customer Care departmentWe 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 inconvenience this matter may have caused Ms***If she has any further questions, or if she would like to discuss her customer service concerns in greater detail, she can contact me directly by calling the Sprint Executive & Regulatory Services department toll-free at 1-855-848-3280, ext***I am available Monday through Friday from a.mto p.m., Central Time
Sincerely,
Chris H
Executive Services Analyst

June 20, 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 his inquiry, Mr*** requested that his VMU branded iPhone 4s be unlocked for use with another carrier Unlocking a device is a general term that refers to one or more types of device unlockingMSL 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 *** 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 We regret any possible misunderstanding that may have occurred regarding the unlock request for this device. After a review of our records, we have confirmed that the iPhone 4s associated with phone number ending in *** is eligible for MSL unlocking. Please note that the MSL Unlock code was provided to Mr*** on June 20, 2016. We are unable to provide any assistance with activating the device on another provider’s network 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 7:a.mto 4:p.m., Central Time Sincerely, Donnetha CExecutive Services Analyst

August 2, 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 inquiry of Ms*** *** 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*** stated that VMU has not provided her with adequate service since January 2017. In addition, she stated that she was informed by a senior analyst that due to lack of service and due to any possible misunderstanding that may have occurred regarding service in her area, a refund request was going to be submitted. Ms*** requested a refund of $ Our records reflect that Ms***’s account was activated on January 10, 2006, and was subscribed to our Min2Min service plan, which required a $payment every days or $every days to retain active services. VMU Terms and Conditions outline that service payments remitted to VMU are final and non-refundable, and any unused paid funds remaining on an account at the time service is cancelled will be forfeited. Our records further reflect that on January 15, 2017, Ms*** contacted the VMU Customer Care department via e-mail to report her concerns. During her subsequent communication with VMU Customer Care on January 17, 2017, via e-mail, Ms*** inquired as to how to obtain a refund of the balance reflected on the account at that time. Ms*** was advised of VMU Terms & Conditions regarding refunds. The service address provided by Ms*** is within our coverage area; however, multiple service tickets were opened for the cell site servicing her home usage area, and one issue is currently ongoing During our conversation with Mr*** *** on behalf of Ms*** on March 1, 2017, we explained that our Finance department agreed to refund $90, which is the amount equal to what was paid for the duration of the issue, of which $would be sent in the form of a check to the address provided in the inquiry, and $was refunded to the credit card ending in *** for a payment remitted on October 16, 2016; and a second $refund was issued to the credit card ending in *** for a payment remitted on October 14, 2016. Although Mr*** disagreed with our resolution, we feel this matter has been fully addressed Based on the information provided in Ms***’s follinquire, and in an effort to re-evaluate our position, we confirmed that the issue with the cell site is an isolated issue. However, due to her port out request, which led to the cancellation of her account on February 15, 2017, we are no longer able to further investigate her reported concerns. Due to any possible misunderstanding that may have occurred regarding our refund policy, as a courtesy we agreed to reinstate or apply the remaining accumulated balance in the amount of $to the account of a friend or family member that has an active account with any of our Sprint products; unfortunately, Ms*** declined our offers We received an e-mail from Ms*** on June 22, 2017, requesting that we cease communication with her if our decision remains unchanged. As such, and based on the information provided in Ms***’s follinquiry, there will be no further contact attempts made to reach Ms*** regarding this matter. We regret any inconvenience this matter may have caused Ms***. If we can be of 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 a.mand p.m., Central Time Sincerely, *** ** Executive Services Analyst

---------- Forwarded message ----------From: *** ***Date: Mon, Jun 27, at 4:PMSubject: complaint #*** resolvedTo: ***Virgin has credited my account and my mother's. It's too bad it had to get this far for them to do it,
but it's done.Thank you for your help.*** ***

March 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) productWe appreciate your assistance in bringing our customers’ concerns to our attentionIn his inquiry, Mr*** indicated him and his wife ported out to a new carrier on February 9, 2016; however, they had remitted payments to their accounts prior to doing soMr*** requested a partial refund for unused services
We regret the circumstances that led to Mr***’s decision to terminate VMU services, as well as any possible misunderstanding that may have occurred regarding the disposition of his paid account balancesOur records reflect that Mr***’s account with phone number ending in *** was activated on November 4, 2010, and cancelled on February 9, Our records further reflect that Mr*** remitted a payment on January 10, Our records further reflect that the account with number ending in *** was activated on January 23, 2013, and cancelled on February 9, 2016, and a payment was remitted on January 24, However, as we explained to Mr*** during our March 23, 2016, conversation with him, our VMU Terms and Conditions outlines that service payments remitted to VMU are final and non-refundable, and any unused paid funds remaining on an account at the time service is cancelled will be forfeitedAs such, we must respectfully decline his refund request
We regret any inconvenience this matter may have causedIf 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 B
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: SPRINT AND ASSURANCE WIRELESS ARE THE WORST COMPANIES I HAVE EVER USED. THE MANAGERS COMMENTS ARE FALSE. I HAVE SPOKEN WITH THIS YOUNG GUY AND FOR HIM MAKE STATEMENTS IS VERY POOR BUSINESS PRACTICE. I HAVE EMAILS FROM THE ASSURANCE WIRELESS AND CHRIS AS WELL. I AM FORWARDING THIS MATTER TO THEIR CORPORATE OFFICE AND TWC. I HAVE RESEARCHED THE COMPANIES COMPLAINTS ON GOOGLE AND THEY ARE VERY HIGH IN NUMBERS
Regards,
*** ***

October
13,
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 customer’s concerns to our attention. In his inquiry Mr*** indicated that
his data speeds are reduced by VMU each month even when he is using a
data connection
VMU is dedicated to providing our
customers world-class wireless services at the most competitive pricing levels
possible. Therefore, in an effort to
ensure that our network is performing at optimum levels, we reserve the right
to limit data throughput speeds for the remainder of a monthly billing cycle
once a customer reaches a threshold of data usage during that monthly billing
cycle based upon plan selection. As
outlined in the VMU Terms and Conditions, unlimited data services remain
available to customers once that threshold is reached; however, maximum data
speeds will be temporarily reduced for the remainder of the billing cycle until
the next bill cycle begins. Customers
who are approaching the limit each month will receive two text message
notifications: once when they reach 85% of the monthly threshold; and another
once they reach the threshold. Customers will also be able to keep
track of their data usage throughout the month by logging into their My Account
on ***.
This information was communicated to our customers via text message and
is available on our website. Any data
usage while connected to is considered “off network” and does not count
towards the data allowance in the customer’s plan
After a review
of Mr***’s account we were unable to identify any issues with the
accounting of his data usage. We
attempted to reach him at the telephone number and e-mail address included in his
inquiry on September 22, October and 5, 2016.
Unfortunately, our attempts to reach him were unsuccessful. In addition, we sent a letter to him via the
U.SPostal Service on October 5, 2016, and invited him to contact us to
discuss his concerns should he still require assistance.
On behalf of Sprint, I apologize
for any inconvenience Mr*** may have experienced as a result of this
matter. If we may be of further
assistance with this issue, he can contact me 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 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: ***
First of all, Shannon's email from April states that she agreed to give me the dollars to use towards my cell phone insuranceI simply called in for the month of June to pay my billIt said that I owed dollars, so I basically went along with itThe bottom line is, my due date should have been changedThe VP of Customer Service had told me that I couldn't change my due dateThe only reason why I went over Shannon P***'s head, was because she has mistreated me the last two times that we spoke on the phoneI did request to speak to her supervisor, but she wasn't availableSteven was a little impatient, but I don't think he was as bad as ShannonThese are my words to Shannon, "You probably didn't even review the phone calls." Shannon didn't even deny itBut she claimed on the phone that she was very good at her jobI would say that she is very good at giving me a attitude and telling me that I couldn't talk about my religionMy other complaint has to do with the market value of my phoneThe dollar amount was for dollars, that's way below the market valueI'm simply requesting that all my issues be forwarded to Marci C***If she can't resolve my issues, then I'm requesting that this gets forwarded to Marcelo C***Thanks so much. Best regards,*** ***

December 28, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File ***, *** S *** Virgin Mobile USA Inquiry Sprint Case
*** To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of Mr*** S *** regarding our Virgin Mobile USA (VMU) productIn his complaint, Mr*** indicated he has been experiencing issues with his coverage He further indicated that he has attempted to resolve this issue through our Customer Care department; however, his issues remain unresolved. Mr*** requested that VMU fix his coverage issues, or provide him with a refund We regret any inconvenience Mr*** may have experienced as a result of his coverage issues. During our discussion with Mr*** on December 5, 2016, we advised him that we currently have engineers engaged on the cell site service his service area to perform an update; thereafter, we will follow up to confirm resolution. We spoke with Mr*** on December 14, 2016, and he indicated that the problems remain unresolved. Due to the ongoing issues, we created a ticket to have a network analyst engaged to investigate if this is a cell site issue, or a lack of coverage issue. Our Network team has been attempting to contact Mr***; however, they have been unable to establish contact. We attempted to follow up with Mr*** on December 23, and 28, 2016; however, we have not had the opportunity to speak with him. We invite Mr*** to contact us back at his earliest convenience 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

April 15,
Revdex.com
Ward Parkway, Suite
Kansas City, MO
Re: Revdex.com Case 11296687, *** ***
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) productWe appreciate your assistance in bringing our customers’ concerns to our attentionIn his inquiry Mr*** stated that he would like to swap his Motorola Gfor a different device, or receive a refund for the phone in the amount of $He further stated that he has spoken with chat representatives who did not have the ability to access and address his concerns, and he expressed his dissatisfaction with the level of customer service he received
We regret any inconvenience that may have occurred while Mr*** attempted to address his VMU device concernsDuring our initial April 4, 2016, conversation with Mr***, we offered as a one time exception to exchange his VMU device to a different model that is compatible to his Motorola GDuring our discussion he requested the device exchange and a credit to his VMU account since he has been unable to use the services that he remitted payment forWe explained to Mr*** that his request would have to be sent to management for further review
During a subsequent call to Mr*** with a member of management on April 11, 2016, he was advised that outside of the device offer, we are willing to provide a credit to his account in the amount of $to offset the time period that he was unable to use services due to his device issuesAt that time, Mr*** requested that we add device insurance to his account instead of the account creditWe agreed to this request; however, because the device had not been received by Mr***, we could not apply the device insuranceTherefore, on April 12, 2016, we sent him e-mail correspondence advising that an account credit was applied in the amount of $to his VMU account to offset three months of service for the device insurance, and when he activates the device, he will have to request to add the insurance at that timeOn April 14, 2016, we received a response email from Mr*** stating that he received his device and he considers this matter resolved
On behalf of Sprint, I apologize for any inconvenience Mr*** may have experienced as a result of these mattersIf we may be of further assistance with these issues, you can contact me 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,
*** *
Executive Services Analyst

March 25,
Revdex.com
Ward Parkway, Suite
Kansas City, MO
Re: Revdex.com File ***, *** M***
Virgin Mobile USA Inquiry
Sprint Case ***
To Whom It May Concern:
Sprint is in receipt of the above-referenced inquiry of Ms*** M*** regarding our Virgin Mobile USA (VMU) productWe appreciate your assistance in bringing our customers’ concerns to our attention and regret the circumstances that led her to contact your office againIn her most recent inquiry, Ms*** expressed her continued dissatisfaction with how her VMU account concerns have been handledShe advised that when she was contacted on March 11, 2016, no research into her concerns had been completed
As indicated in our previous response, our records reflect that Ms***’s VMU account was subscribed to a sales expired Pay-As-Yplan, which required a $payment every days to retain active serviceOur records further support that due to a system update, an account alert was setup to notify Ms*** should she call in to Care so that she could re-enter her credit card on file and re-enroll in Auto-Pay to ensure continued services before her next payment due dateRegrettably, we did not receive a call from her; however, she was sent a text message to her handset ending with *** on May 17, 2015, that a payment is needed to avoid losing her balance and to keep her service workingA second text message was sent on May 17, 2015, that her account would expire that day unless she adds money to avoid losing her balance and in order to maintain her servicesDue to no payment her account was interrupted on May 18, 2015, and as a result, her account was closed in accordance with the VMU Terms and Conditions and her paid balance was forfeited accordingly
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 ***As such, we respectfully decline her refund request
We attempted to contact Ms*** on March 24, 2016, at phone ending with *** and via e-mail to discuss this matter in detail; however, we received a folle-mail response from her requesting that we respond to her Revdex.com complaint in writing rather than discuss the matter by phoneTherefore, in an effort to fully resolve this matter, and due to any possible misunderstanding that may have occurred regarding our refund policy, we restored her services and restored her account balance in the amount of $In addition, we extended her next payment date for one year to June 22, 2017, so that she can use the remaining balance on her account without having to make payments until that dateAs a result of the actions we have taken we are confident that we have fully addressed her concerns
If Ms*** has 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 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 just want to confirm the phone was received back that I sent last week, so I can go else where to use my lifeline
Regards,
*** ***

April 29, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case *** - Ms*** *** Virgin Mobile USA 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 attention. In her inquiry, Ms*** expressed her concern with the level of customer service provided by VMU Customer Care during her attempts to have her malfunctioning device replaced; citing that our representatives provided her with inaccurate information regarding the features and capabilities of the device that she was sent as a replacement. She further stated that our representatives refused to honor her request to allow her to send back the replacement device, provide a refund for the warranty replacement fee, and to send her back her original device even though the device that she received is not comparable to her original model. As a result, she requested that VMU send her a new device model that is comparable to original device We appreciate Ms*** taking the time to provide us with the details of her experience with VMU Customer Care. We are continually striving to improve the quality of service provided to our customers. Please be assured that we value customer feedback and that these concerns have been forwarded to the appropriate managerial staff for further review Our records reflect that Ms*** contacted VMU on September 5, 2015, requesting to be sent a replacement device due to her device’s inability to hold a charge. As such, an order for a device was submitted for Ms*** on that date. However, Ms*** previously owned device model reached our Handset End of Life; therefore, and order was submitted for a different model device Ms*** contacted our Customer Care representatives again on September 11, 2015, and requested assistance with activating her replacement device. In addition, Ms*** contacted VMU on April 13, 2016, requesting that VMU send back her original device because her replacement device memory was not equivalent to her original device At that time, Ms*** was informed that her original device model was no longer available, and our representatives offered to send her a different model device During our April 18, 2016, conversation with Ms*** we provided the information outlined above. Ms*** stated that the devices that our representatives offered to send her were not compatible to her original device, and she needs a device that has at least 16GB of memory. As a result, we sent Ms*** a list of devices that we have available and she agreed to review the list and contact us after she made a decision. We received a call from Ms*** on April 26, 2016, stating that the devices that we have available to send her will not meet her needs. As such, we applied a credit to Ms*** account in the amount of $to offset the cost of her purchasing the device of her choice. As such, we believe this matter has been fully addressed On behalf of Sprint, I apologize for any inconvenience this matter may have caused Ms***. If he has questions regarding this issue he may contact me by calling the Sprint Executive & Regulatory Services department toll-free at 1-***-***, ext***. I am available Monday through Friday between a.mand 4:p.m., Central Time Sincerely, Kendra Odom Executive Services Analyst

May 13, 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 inquiry of Ms*** *** regarding our Virgin Mobile USA (VMU) product. We appreciate your assistance in bringing our customers’ concerns to our attentionIn the information provided, Ms*** expressed her concerns regarding her equipment malfunctioning. She advised that VMU told her she would need to purchase a new phone as they were unable to replace her phone. She requested a replacement phone and a credit for the unused services. On behalf of Sprint, I apologize for any inconvenience Ms*** may have experienced as a result of these matters We appreciate Ms***’s taking the time to provide us with the details of her recent experience with our VMU Customer Care representatives. We are continually striving to improve the quality of service provided to our customers. Please be assured that we value customer feedback and that these concerns have been forwarded to the appropriate managerial staff for further review During our initial conversation with Ms*** on May 2, 2016, she confirmed that she purchased a new Kyocera Event (***) phone on April 28, 2016, that is currently in use on her VMU account. We further confirmed that her LG Tribute (***) is no longer under the manufacturer warranty period for a replacement as it was activated on January 20, 2015, through April 28, 2016. Therefore, we are no longer able to further assist with a replacement device. Regrettably the call dropped in the middle of our conversation. We attempted to follwith Ms*** by phone and e-mail on May 2, 3, 5, and May 9, 2016. As of May 11, 2016, we have yet to receive a call back from Ms***. Furthermore, our records support that she ported her phone number ending with 8941, thus resulting in her account being cancelled on May 3, 2016. We invite her contact us back if she has any remaining concerns If Ms*** has questions regarding this concern, she can contact me directly by calling Sprint Executive & Regulatory Services department toll-free at ###-###-####. I am available Monday through Friday 9:a.mto 5:p.m., Central Time Sincerely, Marco MExecutive Services Analyst