Integrated medical

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

*** ***8:AM (minutes ago)tome---------- Forwarded message ----------From: *** *** Date: Sat, May 28, at 12:PMSubject: Re: You have a new message from the Revdex.com of Greater Kansas City in regards to your complaint #11422160.To: Revdex.com Dear Revdex.com, I had sent you all inforegarding complaint regarding Mobil/VirginIt was resolved thanks to you.They admitted no wrong doing but credited me with minutesHow many times have they done this to others and without your help they went unresolvedAgain thankyou and GOD blessA.***

[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,
*** ***

April 7, 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. In her inquiry, Ms*** expressed her dissatisfaction with the level of service she received from VMU representatives when she placed her order. She indicated that she was assured the device would arrive on March 21, 2017, prior to her departure We appreciate Ms***’s taking the time to provide us with details of her 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 Our records reflect that Ms*** contacted VMU Customer Care on March 19, 2017, to purchase a device. Our records further reflect that Ms*** was advised that she would receive the device on March 21, 2017; however, she was not informed about the fee for expedited shipping During our conversation with Ms*** on April 4, 2017, we apologized for any misunderstanding regarding the estimated time for shipping. Ms*** confirmed receipt of her device. As excellence courtesy, we offered to apply credit to her VMU account to offset one month of service charges. We are happy to inform you that Ms*** agreed with our offer and confirmed her satisfaction with our resolution 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 7:a.mand 3:p.m., Central Time Sincerely, Veronica BExecutive Service Analyst

July 11, 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*** requested a new device because the Moto G replacement sent by VMU has stopped working Our records reflect that Mr*** established services on September 7, 2014, and activated the first Moto G device on May 10, 2016. Our records further reflect that the original device was first replaced on December 12, 2016, and once more on June 24, During our conversation with Mr*** on June 28, 2017, he confirmed he received the replacement device, but was not ready to activate the device at that time. Mr*** is aware he has days to return the defective device to avoid interruption of his services. Mr*** confirmed his satisfaction with our resolution We regret any inconvenience this matter may have caused Mr***. If we can be of further assistance with this issue, he can contact me directly by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext***. I am available Monday through Friday from 7:a.mto 3:p.m., Central Time. Sincerely, Veronica BExecutive Service Analyst

September 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 the information provided by your agency, Mr*** indicated that he purchased a new device in April and established a new account and phone number, but he continues to be billed for services on his old account. He requested a refund for charges linked to phone ending with *** since April Our records reflect that the account in question is still active and enrolled for automatic payments. In order to cancel the account and remove automatic payments we will need to speak with Mr*** to verify the account PIN before processing the request in accordance with our authentication policy. We attempted to reach Mr*** to discuss his request on September 1, 15, and 16, 2016; unfortunately, our attempts were unsuccessful. In addition, we sent him a letter via the USPostal Service on September 14, 2016, asking that he contact our office. We invite him to contact our office directly to validate his account and discuss his concerns if further assistance is needed. We look forward to speaking with Mr*** and encourage him to contact us regarding any concerns he may continue to have with his account. 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 3:p.m., Central Time Sincerely, Tekiesha HExecutive Services Analyst

July 12, 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 complaint of Ms*** *** regarding our Virgin Mobile USA (VMU) product. In the information provided, Ms*** stated that she has had the same phone number for more than six months and her monthly bill date is on the 18th of each month. Ms*** explained that she was unable to process her payment for the month of June due to her name being spelled incorrectly in the VMU database, which caused her to be without service for multiple days. Ms*** requested that her device be unlocked so that she may activate her wireless service with another provider Unlocking a device is a general term that refers to one or more types of device unlocking. MSL unlocking refers to providing an MSL code in order to disable software that sets device parameters and prevents the device from activation on a different network. Unlocking also refers to enabling the SIM slot of your device to allow you to insert another carrier’s SIM card (either domestically or internationally). Unlocking a device will not necessarily make a device interoperable with another carrier’s network. In other words, a device designed for one network is not made technologically compatible with another network merely by unlocking it. Additionally, unlocking a device may enable some functionality of the device but not all (e.g., an unlocked device may support voice services but not data services when activated on a different network). Additional information about unlocking may be found at www.virginmobileusa.comVMU 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 confirmed that Ms***’s Samsung Galaxy Sdevice is not eligible for unlocking because it has not been active on a VMU account for at least months. We regret any possible misunderstanding that may have occurred regarding our handling of Ms***’s request to unlock her Samsung Galaxy Sdevice. Our records reflect that Ms*** contacted our Customer Care department on June 19, 2017, to correct the spelling of her name on her VMU account. Our records further reflect that she was informed on June 22, 2017, that her device is not currently eligible for unlocking. During our July 10, 2017, conversation with Ms*** we confirmed that the spelling of her name has been corrected in our system and offered to assist her with making her next service payment for the month of July so that we may confirm no further issues. Ms*** declined this offer and advised that she will make her service payment by purchasing pre-paid TCards. Ms*** confirmed that all of her account related concerns have been addressed at this time. On behalf of Sprint, I apologize for any inconvenience these matters may have caused Ms***. If she has any further concerns regarding these matters 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 GExecutive Services Analyst

March 17, 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 USA (VMU) product In his complaint, Mr*** indicated that he has been unable to make or receive calls for the past two weeks. He contacted our Customer Care department, and he was advised that we are experiencing issues with our tower, which would be resolved within hours; however, his issues continue to persist. As such, he requested a refund of his remaining balance on his account in the amount of $ During our initial conversation with Mr*** on March 10, 2017, we advised that we have not identified a network issue in his area, and determined that the root cause of his service issues was his device. Accordingly, we assisted Mr*** with ordering him a replacement device. We denied Mr*** refund request, because per VMU Terms and Conditions, service payments are non-refundable. We spoke with Mr*** on March 13, 2017, and helped him with the activation of his replacement phone, and we confirmed his services are working correctly. Mr*** expressed his understanding and was satisfied with 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, *** ** 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 ***They have reached out and provided the information that I was seekingthank you for your help in the matter
Regards,
*** ***

July 27, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case ***, *** *** ***, Rebuttal Virgin Mobile USA Inquiry Sprint Case *** To Whom It May Concern: Thank you for forwarding the above-referenced inquiry to the Sprint Executive & Regulatory Services department. We appreciate your assistance in bringing our customers’ Virgin Mobile USA (VMU) concerns to our attention. In her rebuttal, Ms*** indicated that she would like a refund due to her service issues. We spoke with Ms*** regarding this matter on July 22, 2016, and explained that per the VMU Terms and Conditions, service payments are not refundable. A review of her refund request determined that she had used more than the allowable amount of voice for refund consideration after the payment in question was posted. As a result, we have denied her request for a refund. We received an e-mail from Ms*** on July 27, 2016, and she advised that she no longer wishes to discuss this matter with VMU. Although she is unhappy with the information provided we believe that we have addressed her concern to the best of our ability 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 10:a.mto 6:p.m., Central Time Sincerely, *** HExecutive Services Analyst

May 25, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File ***, *** *** Virgin Mobile 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 that she attempted to make a payment; however, it has not posted to her account. As such, she requested assistance with having her $payment posted to her account. Sprint is committed to protecting the privacy of our customers. In accordance with that commitment, we take measures to verify that callers are authorized to discuss and/or make changes to an account. Specifically, we require that each account has a PIN and that the PIN is verified by the account holder or an individual authorized to have access to the account before we can discuss sensitive account information or make any changes to the account. We have not had the opportunity to obtain permission from Ms*** to discuss this matter with her or authenticate her ability to access account information with regard to this inquiry. As a result, we cannot provide private information, or make any changes to the account We attempted to contact Ms*** at phone ending with and via e-mail on May 5, 9, and 12, 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 on May 13, 2016, asking her to contact us directly. We invite Ms*** to contact our office if her concerns remain unresolved. On behalf of Sprint, I regret any inconvenience Ms*** may have experienced as result of this matter. If she has any additional questions regarding this issue, she can contact me by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####, ext***I am available Monday, Tuesday, Thursday and Friday from 7:a.mto 5:p.mCentral Time. Sincerely, La Taushia LExecutive Services Analyst

October 20, 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 *** *** regarding our Virgin Mobile USA (VMU) product. We appreciate your assistance in bringing our customers’ concerns to our attentionIn the information provided, *** *** expressed concerns that he was unable to order a new device on our website and was forced to speak to a live agentThe customer indicated that once he received his new equipment, the device came with foreign partsCustomer requested a replacement phone under the *** monthly services, citing there are no VMU stores near them. On behalf of Sprint, I apologize for any inconvenience this matter may have caused *** *** We are dedicated to providing superior service and products, and we stand behind our commitment with a 7-day unconditional return policy on all our equipment purchased from our website, ***. Customers can return equipment purchased from our website for a full refund, less shipping and/or restocking charges, if applicable. Further, the return options for any device purchased from a third-party retailer would be bound to the policies of that location. We attempted to reach *** *** on September 29, October 3, 5, and 11, 2016, at phone number ending with ***; unfortunately, we were unsuccessful; however, to further address the equipment concerns, authentication of the customer’s account is required. 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. If the PIN cannot be provided, other specific identifiers may be required to discuss the account information or to implement the changes being requested. Therefore, we invite *** *** to contact us at the number provided below at the customer’s earliest convenience, to complete the authentication of their account so that we can resolve the equipment concerns If *** *** has questions regarding this matter, customer can contact me by calling Sprint Executive & Regulatory Services department toll-free at ###-###-####, ext***. I am available Monday through Friday from 8:a.mto 5:p.m., Central Time Sincerely, Donnetha CExecutive Service Analyst

January 9, 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 follinquiry of Mr*** *** regarding our Virgin Mobile USA (VMU) product. We appreciate your assistance in bringing our customers’ concerns to our attention and regret the circumstances that led him to contact your office once more. In his inquiry, Mr*** stated he rejected our response to his inquiry because VMU confirmed a service outage, which he believes may still be ongoingAs such, he requested a $refund rather than a credit to any Sprint branded account Based on the information provided in Mr***’ follinquiry, and in an effort to re-evaluate our position, we have thoroughly reviewed this matter. As previously explained in our response dated December 23, 2016, 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 was experiencing issues that could have caused intermittent and temporary service issues such as he reportedOur records further reflect that Mr***’ usage from November 27, through December 1, 2016, and December through December 16, 2016, exceeded the allowable amount for refund considerationAs a result, although he may have been impacted by service issues we are not able to issue a refund of his final payment During our conversation with Mr*** on December 30, 2016, we provided the information detailed above. During our follconversation with Mr*** on January 9, 2017, we advised that after further consideration of his request, our decision remains the same and we are still willing to apply a $credit to any Sprint branded accountWhile we regret that Mr*** may disagree with our offer we feel we have fully addressed his concerns. As such, any further inquiries regarding this matter will be met the same response 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, *** B Executive Services Analyst Tell us why here

July 18, 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 she purchased a month of Broadband2Go service with the intention of using the device and service while in Canada. After determining that service would not work in Canada she requested that the $service payment be refunded to her. We spoke with Ms*** regarding this matter on July 15, 2016, and explained that per the VMU Terms and Conditions, service payments are not refundable. A review of her refund request determined that she had used more than the allowable amount of data for refund consideration after the payment in question was posted. In an effort to resolve this matter, and due to any possible misunderstanding that may have occurred, we offered to apply a $account credit to offset one full month of service charges. Unfortunately, Ms*** declined our offer. Should she wish to reconsider our offer, or if she would like for the credit to be applied to a different Sprint, Boost Mobile, or VMU account she may contact our office directly by August 15, 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, Tekiesha HExecutive Services Analyst

---------- Forwarded message ----------From: *** ***Date: Mon, Nov 7, at 10:AMSubject: Complaint resolutionTo: Revdex.com I wish to report that we have accepted Virgin Mobile's resolution on complaint #***. All has been resolved to our satisfaction. Please mark this on their record. I am sorry that I missed the previous e-mails. We have had a technology breakdown and we are slowly getting back to normal

May 27, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case ***, *** *** Assurance Wireless 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’ Assurance Wireless concerns to our attention and we regret the circumstances that led her to contact your office again. In her inquiry, Ms*** indicated that after being approved for Lifeline services with Assurance Wireless her benefit was removed and she was advised that she had applied twice for services. She requested assistance with securing services with Assurance Wireless without further effort on her part, and for compensation for the inconvenience the matter has caused her As outlined in our previous response dated March 26, 2016, we corresponded with Ms*** regarding this matter via e-mail on May 6, 2016, and explained that our records reflect that two applications were submitted using her personal information, but a different name. This led to a duplicate account conflict as customers are allowed only one Lifeline benefit per household. We advised her that an account with Assurance Wireless is active in her name, and is in good standing. In addition, we sent a folle-mail to her on May 10, 2016, and offered further assistance. We have not heard back from Ms*** and assume this matter to be resolved We have made additional contact attempts on May 20, 23, 2016, by phone and e-mail, inviting Ms*** to contact us so that we can address any remaining concerns she may have. We received a follresponse e-mail from Ms*** on May 24, 2016, in which we reiterated the information outlined in our previous response. We further advised that she was successfully enrolled back on to the Assurance Wireless program. In an effort to fully resolve this matter we offered to apply a one-time credit of $to her account. She did not immediately accept our offer; however, we invite Ms*** to contact us back should she accept our offer On behalf of Sprint, I apologize for any inconvenience Ms*** may have experienced as a result of these concerns. 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 10:a.mto 6: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,
*** ***

[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,
*** ***

August 7, 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 she contacted our Customer Care department to start a new account for her daughter, and to confirm additional details regarding our new “Inner Circle” service price plan. Ms*** was advised that she and her daughter can take advantage of our new Inner Circle service price plan, which would allow her to purchase two qualifying iPhones, and she would receive unlimited services for a full year, for only $1. She further explained that she was advised that only her phone line qualifies for the offer, and she would have to pay for services for her daughter’s line. As such, she requested additional assistance with this matter. During our initial conversation with Ms*** on July 17, 2017, we explained that we are currently offering the Inner Circle price plan to qualifying customers who are transferring their telephone number from another service provider. She explained that she had to create a new telephone number with Verizon, and then port that telephone number to VMU to take advantage of our Inner Circle price plan for her daughter’s line, which totaled to $100. Because this was not explained in detail during her initial conversation with our Customer Care department, we agreed to provide a $credit on her daughters account to offset the amount she had to pay to start her daughter’s account with VMU. We are pleased to inform that Ms***’s service plan concerns have been fully addressed. However, we are currently addressing an unrelated matter to her inquiry and we provided our direct line for her to contact us 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, *** *Executive Services Analyst

May 10, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File ***, *** *** 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 the information provided, Ms*** stated that she remitted a service payment on March 14, 2017, and through the dates of April through 3, 2017, she was unable to receive services. She indicated that she had to switch service providers because of the lack of coverage she was receiving. As such, she requested a prorated refund in the amount of $21. During our initial conversation with Ms*** on March 18, 2017, we explained that all payments remitted are subject to our Terms & Conditions, which state all service payments are non-refundable. In an effort to resolve her issue, we advised her that we would review her refund request, and follow up once we conclude our investigation. We attempted to speak with Ms*** on April 26, May and 7, 2017; however, we were able to establish contact on May 9, 2017, and we advised her that based on our review, we found no error on the part of VMU’ in this matter; therefore, must respectfully decline her request for a prorated refund 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