Integrated medical

August 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 complaint of Ms*** *** regarding our Virgin Mobile USA (VMU) product. In her inquiry, Ms*** indicated that our Virgin Mobile Data Done Right (DDR) plan was being discontinued. As, such, she requested additional assistance from our Customer Care department with migrating her line from DDR to the VMU platform. She was advised by our Customer Care department to log into her account online to gather additional information; however, she was unable to access her online account. As such, she requested additional assistance with this matter. During our initial conversation with Ms*** on July 20, 2017, we explained that she must be able to authenticate her DDR account PIN before we are able to complete her request. Due to the issues she experienced attempting to reset the PIN we advised that we would refer this matter to our Technical Support team and contact her once we had an update to provide. Our Technical Support team spoke with Ms*** on July 20, 2017, and advised that an e-mail was sent with a link to reset her DDR password. They agreed to follow up with her to verify that the reset was completed. Our Technical Support team attempted to reach Ms*** on July 20, and 31, 2017, but they were unable to establish contact. In addition, our office attempted to reach her via phone and e-mail on July 24, and 26, 2017, to offer our assistance: unfortunately, our attempts to reach her were unsuccessful. To further assist with this matter we would need to speak with Ms*** directly On behalf of Sprint, I apologize for 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 7:a.mto 4:p.m., Central Time. Sincerely, ** *** ** Executive Services Analyst

I have called and email VirginMobile customer support regarding the mass cancellation of accountsThe SPRINT/VM response is inaccurateThey have changed their terms and conditions to stop contacting customers to remind the to "TopUp"In addition, they disabled the ability to Text donationsHave another two years of emails supporting thatI prefer a cash refund, since I have no way to use the funds (given they disabled Text Donations to utilize extra funds.) Thanks in advance*** ***

I am rejecting the answer as they did reply honestly, but from the conversation on the fifth, admit their is no resolution to the problemSo while they profit I have nothing to show
Complaint: ***
I am rejecting this response because:
Regards,
*** ***

July 25, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File ***, *** *** 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) productIn her complaint, Ms*** indicated she purchased a device from *** ***. After having the device for two weeks she began to experience problems with itAs such, she called our Customer Care department and requested a replacement phone. Customer Care offered to replace the phone for the $Warranty Exchange Fee, which Ms*** declined. She requested a refund of the original purchase price of the defective device in question 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*** on July 5, and 11, 2016, at phone number ending in ***, and via e-mail to discuss this matter in detail; however, we have been unable to reach her. In addition, we also sent her a letter via the U.SPostal Service asking her to contact us directly on July 13, 2016. 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 these matters. If she has any additional questions regarding these issues, 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

April 13,
Revdex.com
Ward Parkway, Suite
Kansas City, MO
Re: Revdex.com Case 11238187, *** ***
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) productWe appreciate your assistance in bringing our customers’ concerns to our attentionAccording to the information provided, Ms*** stated that she purchased a VMU phone for her elderly father for emergency use, and that she set up automatic payments to avoid having to worry about remembering the payment due dateShe learned that there was an account issue when her father notified her that he could not use the phone; therefore, she contacted VMU who confirmed her credit card information, but could not confirm why the account was canceled, and refused to provide a refund of the cash balance that was reflected on the accountMs*** requested a refund for the previous paid balance of over $
Our records reflect that Ms*** is currently enrolled in our cents per minute service planThis service plan requires a $payment be made every days or $every days in order to maintain servicesOur records further reflect that on September17, 2015, due to a unsuccessful transaction, Ms***’s VMU account was suspended and a text was sent to the VMU device on September 18, 2015; informing that the account was past dueFurther, Ms*** updated her credit card information with a new card number on September, 2015, but no payment was remittedTherefore, on November 16, 2015, her account balance of $was swept from her account and the account was canceledWe confirmed that Ms*** contacted our Customer Care department on February 9, 2016, to report this errorAs such, Ms*** requested a refund, but her request was denied in Accordance with the VMU Terms and Conditions
We regret any difficulty Ms*** may have experienced while attempting to resolve her account concernsDuring our initial e-mail discussion with her on April 11, 2016, we advised that because her original account has been canceled, we can open a new account with a new telephone number and a credit balance of $as we were unable to confirm the exact amount of the balance at time of cancellationMs*** accepted the offerAs such, a new account was created with a credit balance of $on April 12, In addition, we extended the due date to April 12, 2017, in order to allow Ms*** to reduce the credit balance on the account without having to make payments until that dateMs*** considers this matter resolved
On behalf of Sprint, I apologize for any inconvenience this issue may have caused Ms***If she has additional questions regarding this concern, she can contact me by calling the Sprint Executive & Regulatory Services department toll-free at
1-855-848-3280, ext I am available Monday through Friday from 8:a.mto
4: p.m., Central Time
Sincerely,
Shannon P
Executive Services Analyst

January 29,
*** ***
Revdex.com
Ward Parkway, Suite
Kansas City, MO
Re: Revdex.com Case ***, *** ***
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) productWe appreciate your assistance in bringing our customers’ concerns to our attentionIn her inquiry, Ms*** indicated that her account was closed without her knowledge and her paid balance was taken from her accountShe requested a credit in the amount of $to be applied to her VMU account as this amount was removed from her account
Our records reflect that Ms*** is currently enrolled in our 10-cents per minute service planThis service plan requires a$payment every days or $payment every days in order to maintain servicesOur records further reflect that on January 3, 2016, due to a systematic error Ms***’s VMU account was cancelled and her account balance of $was removed from her accountWe confirmed that Ms*** contacted our Customer Care representatives on January 10, 2015, to report this errorAt that time her VMU account was restored and was provided a $service credit
During our January 29, 2015, conversation with Ms*** we provided the information outlined aboveIn an effort to resolve her account balance concerns we agreed to apply a $service credit to her VMU account to restore her previous balance that was deducted in errorWe are pleased to inform you that Ms*** has confirmed her complete satisfaction with actions taken to resolve her account balance related concerns
On behalf of Sprint, I apologize for any inconvenience Ms*** may have experienced as a result of this matterIf Ms*** has any additional questions, 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 5:p.m., Central Time
Sincerely,
Mondrell G
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, pending the absence of any further charges to my credit card
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 as Assumed Answered]
Complaint: ***
I am rejecting this response because:Employee from company emailed me more than once trying to get me to call themMy complaint says " Responses in writing refund for the incorrect charge extension of account to make up for this error"As stated in my complaint IF this is a change in policy this is NOT the first time the company did NOT notify me about changes
NOT the first time company has done something similar 6-9-I filed complaint *** Revdex.com please pull this complaint to verify thisI have printed EVERY ONE OF THE PAYMENT I HAVE SENT THEM THROUGH PAYPAL IN THE YEARS I HAVE HAD THIS ACCOUNT & NEVER BEFORE HAD I BEEN CHARGED SALES TAXI will be expecting this: refund for the incorrect charge & extension of account to make up for this errorYou have authorized a payment to Virgin Mobile USA, LLCFrom:service To:Ms *** *** Date:Sun, Feb 7, 5:am
Feb 7, 5:42:PST | Transaction ID: ***
Hello Ms *** ***,
You authorized a transaction to Virgin Mobile USA, LLCMoney won't leave your
account until Virgin Mobile USA, LLC processes your order
Thanks for using PayPalTo see the full transaction details, log in to your
PayPal accountKeep in mind, it may take a few moments for this transaction to
appear
Merchant:
Virgin Mobile USA, LLC
***
Description: T- use your PayPal account to add to your Virgin Mobile
phoneDo it at virginmobileusa.com or right from your phoneYou can also use
your PayPal account to set up Auto Tat virginmobileusa.com
Amount: $USDRegards,
*** ***

Dear Ms***: Thank you for your recent Revdex.com inquiry to Virgin Mobile USA (VMU). Your inquiry was forwarded to the Sprint Executive & Regulatory Services department, and I have been asked to your account balance concerns. Please accept my apology for any inconvenience you may
have experienced as a result of this matter. Unfortunately, I was unable to reach you at ###-###-####; however, I look forward to speaking with you to discuss this matter in detail. I look forward to speaking with you to discuss this matter in detail. Please feel free to contact me directly by calling our office toll-free at ###-###-#### ext***, referencing case number ***. I am available Monday through Friday from 9:a.mto 5:p.m., Central Time. Please note that I will be out of the office until March 23, 2016. However, feel free to contact Steven Sin our office. Sincerely, *** MExecutive 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 meI received a replacement phone and a $credit to my accountI am satisfied.
Regards,
*** ***

March 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 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*** requested for a replacement SIM Card from Virgin Mobile and was advised that it would ship for free in business days; however, when she received the delivery, no SIM was in the boxMs*** stated that she contacted Virgin Mobile Customer Care who then advised that they could not deliver for next day service and that it would cost $or would be delivered in business daysMs*** requested clarification of VMU's shipping policy, but it could not be confirmedAfter being on hold with a supervisor; she was connected to the technical support team who ordered the replacement SIM card for next day shippingMs*** stated that this level of customer service was unacceptable and requested a credit to offset her month of service due to her inconvenience We regret any inconvenience that may have occurred while Ms*** attempted to address her VMU device concerns. During our initial February 23, 2017, discussion with Ms***, she confirmed that she received the SIM card replacement; however, she began to experience a SIM card read errorBecause Ms*** had already performed the basic troubleshooting steps, we offered to send Ms*** a replacement VMU device. She accepted the offer and both parties agreed that the Samsung Jwould be ordered as a replacement. As such, the device was ordered on February 23, 2017. Our records indicate that Fed Ex delivered Ms***’ device on Monday, February 27, During a supplemental conversation with Ms*** on March 2, 2017, she advised that she has not had time to activate the device; however, she considers this matter resolved On behalf of Sprint, I apologize for any inconvenience Ms*** may have experienced as a result of this matter. If we may be of further assistance with this issue, Ms*** 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 Time Sincerely, Shannon PExecutive Services Analyst

November 21, 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*** indicated that he remits his service payments on the 22nd of each month in the amount of $35. He recently updated his account service plan that provides him with a higher data threshold than his current price plan. He further advised that once his account was updated, his services were interrupted on November 9, 2016. Although Mr*** remitted his service payment on October 22, 2016, his services should remain current through November 22, 2016. As such, Mr*** requested that we further address this matter and resume his services We spoke with Ms*** regarding this matter on November 18, 2016; he confirmed that this matter has been fully addressed by our Customer Care department and that he is currently enrolled with our Boost Mobile Unlimited Talk, Text and Data that provides him with 5GB of high speed data. In addition, we confirmed that a $credit was applied to his account on November 9, 2016, to restart his monthly services. Mr*** expressed his understanding 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, Chris HExecutive 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 meIf this should happen again, I will contact the Revdex.com as wella s Virgin Mobile
Regards,
*** ***

May 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 of Ms*** *** to the Sprint Executive & Regulatory Services department. We appreciate your assistance in bringing our customer’s Virgin Mobile USA (VMU) concerns to our attention. In her inquiry, Ms*** indicated that she did not receive a $account credit that was part of our promotional offer at the time of her iPhone purchase. She requested that the account credit be honored We spoke with Ms*** on May 17, 2016, and explained that as part of the promotion she would need to allow two monthly on time payments to be made. She advised that she has made two consecutive payments. In addition, we verified through our system that she had met the conditions to receive the $promotional credit. As such, our Customer Care department was able to apply two $credits on her account on May 16, 2016. We confirmed that her issues have been fully addressed and she is completely satisfied with our resolution We regret any inconvenience these matters may have caused Ms***. If you have any further questions or concerns regarding these matters, you or 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

June 22, 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 her inquiry Ms*** stated that she purchased an Apple iPhone device from Virgin Mobile and it later began to malfunction in which she was referred to visit the Apple store for a replacement. She further stated that she has received three replacement devices, but even with Virgin Mobile trying to re-SKU the devices; neither phone could be activatedMs*** requested that Virgin Mobile provide her with a replacement device and she will be happy to return her current device We regret any inconvenience that may have occurred while Ms*** attempted to address her VMU device concerns. During our initial June 14, 2017, discussion with Ms***, she confirmed that she received the SIM card replacement; however, even with the new SIM card, her device has not been able to be activated successfully. We advised that we would forward her request to our technical support team for further review. During a supplemental conversation with Ms*** on June 19, 2017, we advised her that our technical team was successful in performing a re-SKU on her Apple iPhone device. As such, we were able to activate Ms***’s Apple iPhone to her VMU account. As a one time courtesy, we offered a credit in the amount of $to her account to offset one month of service. Ms*** accepted the offer and stated that she considers this matter resolved On behalf of Sprint, I apologize for any inconvenience Ms*** may have experienced as a result of this matter. If we may be of further assistance with this issue, Ms*** 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 Time Sincerely, Shannon PExecutive Services Analyst

March 16, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case ***, *** *** ***, rebuttal Assurance Wireless Inquiry Sprint Case *** To Whom It May Concern: Sprint’s Executive & Regulatory Services department is in receipt of the above-referenced inquiry of Ms*** *** *** regarding our Assurance Wireless product. We appreciate your assistance in bringing our customer’s concerns to our attention and regret the circumstances that led to Ms***’s contacting your office again. In the information provided, Ms*** stated she requested for her Assurance Wireless account to be terminated in February; however, the account is still active. We contacted Ms*** on March 15, 2017, and canceled her services per her requestDuring our initial conversation with Ms*** on March 1, 2017, we informed her as outlined in our Assurance Wireless Terms and Conditions, payments remitted for services are non-refundableDue 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 offered to transfer her $account balance to a friend or family member that has an active Sprint, *** *** or *** *** USA (VMU) account. Although Ms*** disagrees with the information provided, this offer is good for days If Ms*** has any questions regarding this matter, she can contact me directly by calling Sprint Executive & Regulatory Services department toll-free at ###-###-####. I am available Monday through Friday from a.mto p.m., Central Time Sincerely, LaTaushia LExecutive Service Analyst

July 19, 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 Ms*** *** regarding our Virgin Mobile USA (VMU) productIn her complaint, Ms*** indicated she purchased a device from the Home Shopping Network (HSN) and attempted to activate the device; however, the SIM card was invalidMs*** stated she went to several retailers to purchase a SIM card, contacted our Customer Care department, and the SIM card she received were not compatible with her device. As such, she requested a refund for the device she purchased through HSN and $for the service she paid for and was not able to use. During our conversation with Ms*** on July 5, we informed her we would reach out to our warehouse to inquire if we can assist with sending her a SIM card for her deviceWe sent one; however, it was not compatibleWe were informed that HSN has their own inventory and she needs to obtain a SIM card directly from themOn July 19, 2017, due to no usage, a refund in the amount of $was processed to Ms***’s credit card ending in Ms*** agreed to contact us back and confirm the refund was receivedOn July 17, 2017, Ms*** informed us HSN will send her a return label so she can return the device back to them. 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 1-***, ext***I am available Monday through Friday from a.mto p.mCentral Time. Sincerely, ** *** ** Executive Services Analyst

---------- Forwarded message ----------From: *** ***Date: Wed, Apr 5, at 9:PMSubject: RE: Complaint ID #***To: "***" In regards to my recent complaint against *** *** USA,I will no longer be
pursuing said complaint due to the fact I am unable to use the free service (SafeLink) I recently applied forThe reason being,*** *** unfairly locks their phones to the network so that their handsets only recognize and work with Virgin's SIM cards,making it impossible for them to be re-purposed in the futureYou can go ahead and close the caseArguing with them is just going to be a waste of time

April 25, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case ***, *** *** Boost Mobile Inquiry Sprint Case *** To
Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of Mr*** *** regarding our *** Mobile USA (VMU) product. We appreciate your assistance in bringing our customers’ concerns to our attention. In the information provided, Mr*** indicated that after he contacted VMU Customer Care regarding this malfunctioning device, there was a block put on his text messages without his request. Our records reflect that Mr*** contacted VMU Customer Care on March 14, 2017, regarding his malfunctioning device and requested to return it. At that time the incoming text messages feature was inadvertently blocked. Our records further reflect that Mr*** contacted VMU Customer Care once more on March 29, 2017, to advise of his inability to receive text messages. At this time, he was informed of the block for incoming text messages, and it was removed. During our initial conversation with Mr*** on April 17, 2017, we provided the information detailed above. We appreciate his taking time to provide details of his experience with our Customer Care department. We are continually striving to improve the quality of service provided to our customers. Please be assured that we value customer feedback and that Mr***’s concerns will be forwarded to the appropriate managerial staff for further review Regarding his malfunctioning device, we advised we are able to replace his device with a different model. During our subsequent conversation with Mr*** on April 21, 2017, he chose the LG Tribute HD as his replacement option. An order was placed, and Mr*** confirmed via e-mail on April 24, 2017, that the device was received and activated. He has no further concerns at this time We regret any inconvenience these matters may have caused Mr***. If we can be of further assistance with these issues, 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, Veronica BExecutive Services Analyst

February 8, 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 Mr*** *** regarding our Virgin Mobile USA (VMU) product. We appreciate your assistance in bringing our customers’ concerns to our attention. In his inquiry, Mr*** stated that VMU continuously bills him monthly recurring service charges although he has made numerous attempts to have his service disconnectedHe requested that service be discontinued immediately to prevent future charges Our records reflect that Mr*** enrolled for our automatic payments option, which authorizes us to withdraw funds from his bank account to pay his VMU service charges. Our records further reflect that Mr*** was sent a text message alert each month advising that the automatic payment was scheduled to draft each month. In addition, we were unable to locate any records of Mr*** contacting our Customer Care department to request to cancel his VMU account During our January 27, 2017, conversation with Mr***, we provided the information outlined above. We further informed him that our Terms and Conditions outlines that all monies paid toward service are non-refundable. However, as a one-time courtesy we agreed to submit a refund request in the amount of $for the last days of service charges that were billed to Mr***’s credit card. In addition, per Mr***’s request, we canceled his VMU account on January 27, 2017. Unfortunately, our multiple subsequent contact attempts to discuss his refund concerns in further detail were unsuccessfulHowever, Mr***’s refund request was approved on January 30, 2017, and the funds should be placed back to his credit card within 7-business days of that date. As such, we believe this issue has been fully resolved On behalf of Sprint, I apologize for any inconvenience this matter may have caused Mr***. If he has questions regarding this issue he may contact me by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####, ext***. I am available Monday through Friday between a.mand 3:p.m., Central Time Sincerely, Kendra *** Executive Services Analyst