Integrated medical

July 19, 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. In his inquiry, Mr*** indicated that Assurance Wireless refused to activate his old Assurance Wireless phone number to his new account During our discussion with Mr*** on July 19, 2016, we advised that we attempted to recover his former Assurance Wireless phone number ending with ***. Unfortunately, due to the amount of time that has transpired since his account was cancelled in April we are unable to retrieve the number. We verified that it has been assigned to another user and is now owned by a different carrier We regret any inconvenience this matter may have caused Mr***. If he has 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 8:a.mto 4:p.m., Central Time Sincerely, Donnetha CExecutive Services Analyst

June 24, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case ***, *** *** Virgin Mobile USA Inquiry Sprint Case *** To Whom It May Concern: Sprint is in receipt of the above-referenced follinquiry of Ms*** *** 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 her to contact your office once more. In her inquiry, Ms*** stated that she rejected our response to her previous inquiry because the response makes reference to a Boost Mobile account and she had a VMU account. In addition, she rejected the response because after paying for the Mobile Hotspot feature and having used the device as a hotspot successfully, she was informed by VMU of the network outages, but these were not the issue as the handset would not allow her to tetherMs*** also expressed her concern with receiving conflicting information from our VMU Customer Care representatives regarding her ability to access the Mobile Hotspot feature on her recently purchased device; citing that our representatives assured her that the device was Mobile Hotspot capable prior to her purchasing the device, but after activating the device she was informed that it was not compatible with the feature. As outlined in our previous response on June 17, 2016, Mobile Hotspot is a feature that allows selected handsets to use their cellular data connection to act as a access point for other enabled devices, such as an iPod, other handsets or portable gaming devices. Subscribers can opt in to the service and pay an additional fee to enjoy hotspot capability. Our records reflect that Ms*** contacted our VMU Customer Care representatives on April 30, 2016, and requested to add the Mobile Hotspot feature to her device. As a result, the feature was added on that date. Ms*** subsequently contacted our representatives on May 12, 2016, and stated that she was unable to access the internet on her device. At that time, our representatives informed Ms*** that there was an outage in her service area. Our records further reflect that Ms*** contacted our Customer Care representatives again on May 15, 2016, and requested a refund in the amount of $due to her inability to use the Mobile Hotspot feature on her device; however, her refund request was denied because she used *** MB of her monthly data allotment for the feature During our June 6, 2016, conversation with Ms***, she stated that she returned her VMU device because she was unable to access the internet for four days. As such, she requested a refund in the amount of $for her monthly service plan chargesWe informed Ms*** that our VMU Terms and Conditions outlines that all monies paid toward service are non-refundable. Therefore, we respectfully declined her refund request. However, as a one-time courtesy, we offered to apply a $credit to a Sprint or Sprint affiliate account of her choice. Unfortunately, Ms*** declined our offer Our follattempts to contact Ms*** to reiterate our offer have been unsuccessfulHowever, we received e-mail correspondence from Ms*** on June 22, 2016, indicating her rejection of our offerAlthough, Ms*** does not agree with the resolution of this matter, we believe this matter has been fully addressed, and any additional correspondence will be met with the same response We regret any inconvenience this matter may have caused Ms***. If we can be of further assistance with this issue, Ms*** 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 Tell us why here

June 10, 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 after a failed automatic payment transaction her account was closed and the paid balance was swept from the accountShe requested an explanation of why she was not notified that her automatic payment failed and for a refund of the balance reflected on her account when it was closed We regret any inconvenience this matter may have caused Ms*** while attempting to receive information regarding her VMU account. During our discussion with Ms*** on May 31, 2016, she stated that all information was provided to the Revdex.com and she would prefer that the response be provided in writing According to our records, Ms*** remitted a payment on July 14, 2015, in the amount of $20. On September 14, 2015, she removed her MasterCard ending in and added a new MasterCard ending in 1541. Text messages were sent to Ms***’s device confirming the removal and the addition of the new cardHer next scheduled payment was due on October 14, 2015; however, no payment was received. As such, her account was canceled on December 12, Further, Ms*** contacted VMU on December 26, 2015, to discuss why she could not access her account online and was informed that it was canceled due to non-payment in OctoberAs a courtesy, the service was restored on December 26, We further confirmed that each time Ms*** contacted our VMU Customer Care team via email or via our VMU Customer Care toll-free number on December 26, 2015, January 2, 10, 27, 31, and February 4, 12, and March 17, 2016, she was informed of the status of her account, and that it was being escalated or reviewed. Because there was no notification to Ms***’s’ account that her services were going to be canceled, and because of the length of time that it took for VMU to review the matter that she brought forth requesting for her cash balance to be refunded to her account; Virgin Mobile’s finance team refunded a cash balance total of $on April 30, A previous credit of $was applied on January 27, 2016; to bring the total amount refunded back to Ms***’s account $400.00; which is the maximum allowable balance on a VMU Pay-As-Yservice plan. Ms***’s next scheduled payment is due in July On behalf of Sprint, I apologize for any inconvenience these issues may have caused Ms***. If she has additional questions or concerns, she can contact me direct by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####, ext***. I am available Monday through Friday from 8:a.mto 4: p.m., Central Time Sincerely, *** *Executive Services Analyst

April 28, 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 Ms*** *** regarding our *** Mobile USA (VMU) productIn her complaint, Ms*** indicated she purchased a device on March 15, 2017, returned it March 22, 2017, and has not received a refund to date. Ms*** received confirmation that the returned device was delivered to our warehouse on March 17, 2017, and requested a refund for the returned equipment During our discussion with Ms*** on April 26, 2017, she confirmed her refund was issuedWe informed her there was a delay in issuing a refund because our Customer Care department did not issue a return authorization number to Ms*** before she sent the equipment back to our warehouseWe applied a $credit toward her account to offset the shipping costs she incurred to return the device in question. We are happy to confirm that Ms*** is satisfied with the resolution provided. We appreciate Ms***’s taking the time to provide us with the details of her experience with our 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 On behalf of Sprint, I regret any inconvenience Ms*** may have experienced as result of this matter. If she has any additional questions regarding this issue, she can contact me by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####, ext***I am available Monday through Friday from a.mto p.mCentral Time. Sincerely, La Taushia LExecutive Services Analyst

August 4, 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 is experiencing coverage related issues. He requested that his concerns be addressed immediately, or to be provided with a new device if the issues are not network related We initially spoke with Mr*** regarding his concerns on July 12, 2017. During our discussion we advised that although there was a reported tower outage in his home usage area, that issue had been resolved since July 8, 2017. During a follcall to Mr*** on July 27, 2017, we agreed to provide a replacement device because his service issues persisted. Our records reflect that the device was delivered July 28, 2017, but it has not yet been activated on the VMU account. We attempted to reach Mr*** on August 4, 2017, to confirm he received his replacement device, but we were unable to reach him. Should he require assistance with the activation of the device we welcome him to contact our office directly We regret any inconvenience these matters may have caused Mr***. If he has any further questions or concerns regarding these matters 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, *** *Executive Services Analyst

February 20, 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) productIn his complaint, Mr*** indicated that after purchasing a new device he began experiencing issues with our data services two weeks after his purchase. As such, Mr*** requested an explanation and for his service issues to be addressed 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 Mr*** to discuss this matter with him or authenticate his 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 Mr*** on January 31, February 3, and 20, 2017, at phone number ending in ***, and via e-mail to discuss this matter in detail. In addition, we also sent him a letter via the U.SPostal Service asking him to contact us directly on February 3, 2017. We invite Mr*** to contact our office if his concerns remain unresolved. 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 Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File ***, *** *** Virgin Mobile USA Inquiry Sprint Case *** To Whom It May
Concern: Sprint Executive & Regulatory Services department 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 her services and reporting the issues multiple times without any resolution. She further indicated that she found out that she has forty percent coverage in her service area. She requested a refund for all her monthly services with VMU. On behalf of Sprint, I apologize for any inconvenience Ms*** may have experienced as a result of these concerns. We regret any difficulty Ms*** may have experienced with her VMU services. Our records reflect that the address associated with her VMU account is within our coverage area; however, we identified that the tower servicing her address is mile away and experienced intermittent network issues from December 2, 2015, through April 22, 2016. Our records further support that all the issues have all been addressed and resolved by our network engineers and currently we have no outages at the addresses outlined above. During our Aprl 20, 2016, conversation with Ms*** we explained the information detailed above. As outlined in our Terms and Conditions, service payments are non-refundable as we confirmed usage on her account while services were active; therefore, we respectfully decline her refund request. We explained that our cell sites in her service area are performing within operating parameters, and no network issues have been identified. While we regret that service is not meeting Ms***’s expectations in her home usage area, we are confident that we have addressed her concerns to the best of our ability. As a commitment to customer satisfaction, we applied a credit in the amount of $85.92. We welcome her to contact us at his earliest opportunity for further assistance, if needed. If Ms*** 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 ###-###-####. I am available Monday through Friday 10:a.mto 6:p.m., Central Time Sincerely, Christopher HExecutive Services Analyst

February 21, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File ***, *** L *** *** Mobile USA Inquiry Sprint Case
*** To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of Ms*** L *** regarding our *** Mobile USA (VMU) productIn her complaint, Ms*** indicated that she purchased a new device using her account balance; however, when she attempted to activate her new device, she was advised that she would have to change from her grandfathered Pay-As-Yplan to a monthly plan. She requested a refund of the $61.70, which includes the cost of the device she purchased and her remaining account balance During our initial conversation with Ms*** on February 15, 2017, we advised that she is subscribed to a sales expired Pay-As-Yplan, which requires that she add at least $to her account every days to retain active service. Furthermore, the price plan she is currently on is a sales expired Pay-As-Yplan, which includes cents a minute for phone calls to all service providers, or cents a minute for all VMU mobile to mobile calls. We denied Ms***’s refund request, because per VMU Terms and Conditions, service payments are non-refundable; however, we agreed to activate her new device on our cents per minute Pay-As-Yplan. As a courtesy, we extended the expiration of her account balance until June 30, 2017, to allow her time to utilize the paid balance without having to make a payment to meet her Trequirement. Ms*** expressed her understanding and was satisfied with our resolution 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

May 18, 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 her Visual Voicemail feature was discontinued on April 26, 2016. She advised that she contacted our Customer Care department and was asked to reset her device twice, but it did not resolve her issueIn addition, she was connected to our Technical Support team and was advised that she would have to remit a payment of $to subscribe to Visual VoicemailMs*** responded and advised that she pays $month, which results in a $payment each month, and that the $should already be included in her monthly paymentAs a result, Ms*** requested a refund of the services that she has not received and for the Visual Voicemail to work properly We regret any inconvenience that may have occurred while Ms*** attempted to address her Visual Voicemail feature concerns. During our initial May 10, 2016, conversation via e-mail with Ms***, we explained that we can provide her with the steps in order to restore her Visual Voicemail subscription on her VMU device. On that same day Ms*** responded and advised that she was able to uninstall her Voicemail feature and was walked through the steps of restoring the Visual Voicemail option. She further 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, and for any possible misinformation she may have received. 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 ###-###-####, ext3717. I am available Monday through Friday between 8:a.mand 4:p.m., Central Time Sincerely, Shannon PExecutive 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,
*** ***

May 25, 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 the information provided, Mr*** stated he activated services on May 4, 2017, and remitted a $payment for a month of services. However, his phone began to malfunction on May 6, 2017. As such, a new SIM card was sent out. Mr*** requested a credit for one month of service charges due to the issues he experienced Our records reflect that Mr***’s VMU account was established on May 1, 2017. Our records further reflect that Mr*** contacted VMU Customer Care to advise of his concerns on May 6, 2017. As such, in order to resolve his device concerns, an order for replacement device was processed on May 13, 2017. The replacement device was received and activated on May 18, 2017. In addition, a credit of $was placed on his VMU account to offset the days he was unable to utilize his services. During our conversation with Mr*** on May 18, 2017, we provided the information detailed above. Mr*** confirmed his satisfaction with the replacement device he receivedAs a courtesy, we provided a credit of $to his VMU account to offset one month of service charges. We are happy to inform you that 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 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

August 24, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case ***, *** *** Virgin Mobile USA Inquiry Sprint Case *** To Whom It May
Concern: Sprint is in receipt of the 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 her credit card being debited by VMU without her authorization, citing that she purchased minutes for a third-party’s VMU device, and she made it clear to our representatives that she was making a one-time purchase. She further stated that our Customer Care representatives refused to assist with canceling the monthly billing of her card, and they referred her to her bank to dispute the charges. We regret any misunderstanding that may have occurred regarding the referenced disputed payments billed to Ms***’s credit cardDuring our August 12, 2016, conversation with Ms***, we requested that she provide us with the credit card number that the unauthorized payments were deducted from in order to open an investigation with our finance team. We further requested the phone number of the account that she remitted the initial payment to in order possibly cancel the automatic billingAt that time, Ms*** stated that the credit card belonged to the non-profit organization where she is employed, and she no longer has possession of the card. She also stated that she does not have the phone number of the account that she made the initial payment to. As a result, we informed Ms*** that she would need to dispute the unauthorized charge with her financial institution if the funds had already been applied towards the cost of a service plan and minutes were used on the VMU account. Ms*** confirmed her understanding of the dispute process and stated that she does not require further assistance from VMU at this time On behalf of Sprint, I apologize for any inconvenience this matter may have caused. If we can be of further assistance with this matter, Ms*** can contact me by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####, ext***. I am available Monday through Friday between a.mand 4:p.m., Central Time Sincerely, Kendra *** Executive Services Analyst

August 24, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case ***, *** *** Virgin Mobile USA Inquiry
Sprint Case *** To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of Mr*** ***, regarding our Virgin Mobile USA (VMU) product. We appreciate your assistance in bringing our customer’s concerns to our attention. According to the information provided Mr*** stated that he closed his VMU account months ago with a positive balance of approximately $He further stated that upon contacting VMU Customer Care, he was advised that the funds had been forfeited when the account was closedMr*** requested a refund of the balance reflected on his account when it was closedAs outlined in our Terms and Conditions, all funds applied toward a VMU account can only be redeemed toward a VMU product or service. Exceptions to this policy are made if a subscriber activates service in an area with no coverage, or if less than the allowable amount of service is used prior to the refund request. Our records reflect that Mr*** ported his number to another service provider on June 7, 2017. During an e-mail discussion with Mr*** on August 21, 2017, he advised that he restored service with VMU and requested that his former paid balance be applied to his new VMU account. As a courtesy, we agreed to the request and provided a credit in the amount of $to the account on that date. Mr*** expressed his satisfaction and advised that he had no further concerns regarding this matterOn behalf of Sprint, I apologize for any inconvenience this issue may have caused Mr***If he has questions regarding this concern, he 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.m., Central TimeSincerely, Shannon PExecutive 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 complaint of Mr*** ***. We appreciate your assistance in bringing our customer’s Virgin Mobile USA (VMU) concerns to our attention. In the information provided, Mr*** stated that he remitted his monthly payment for his phone service; however, his services were suspendedHe further stated that he was advised that he needed to pay an additional cents to restore servicesMr*** stated that this has caused him time and money and he would like a credit for one month of service According to our records, Mr*** remitted a $payment to his VMU account on July 15, 2016. However, Mr*** sent three international texts that are calculated at a rate of cents per text, a total of centsAs such, when his monthly payment was due on July 16, 2016, his balance of $was not enough to cover his $monthly service paymentAs a result, Mr*** remitted an additional payment of $on July 16, 2016, to restore his service We regret any inconvenience this matter may have caused Mr*** while attempting to resolve his payment concerns. During our July 20, 2016, discussion with Mr*** he confirmed his understanding of the above information; however, he refused to speak with us further. We attempted to contact Mr*** two additional times regarding this matter, but to date we have not received a response. Although, Mr*** did not agree with the information provided and indicated that Virgin Mobile could have provided a credit of cents to cover his monthly service payment, we found no error on behalf of VMUAs such, we must respectfully decline his credit request. On behalf of Sprint, I apologize for any inconvenience this matter may have caused Mr***. If he has further questions regarding this concern, he 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.m., Central Time Sincerely, Shannon PExecutive Services Analyst

April 8, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case 11293181, *** *** Virgin Mobile USA Inquiry Sprint Case To Whom It May Concern: Sprint is in receipt
of the above-referenc** inquiry of Mr*** *** regarding our Virgin Mobile USA (VMU) product. In the information provid**, Mr*** express** his dissatisfaction with the level of customer service he receiv** from our Customer Care representatives while attempting to resolve issues associat** with his service being suspend** for twelve hours on March 25, 2016. Mr*** has request** a service cr**it equivalent to two months of service due to his service being disabl**, and for having to speak with multiple Customer Care representatives. We appreciate Mr***’s taking the time to provide us with the details of his experience with our Customer Care representatives. We are continually striving to improve the quality of service provid** to our customers. Please be assur** that we value customer fe**back and that his concerns have been forward** to the appropriate managerial staff for further reviewWe regret any delay Mr*** experienc** while attempting to resolve his issues pertaining to his service being suspend** for twelve hours on March 25, 2016. Our records reflect that Mr***’s account receiv** a $service cr**it on February 29, 2016, to be appli** towards his next month of service. Our records further reflect that on the same date Mr*** plac** a one minute international call to Canada at the rate of $per minute. This caus** his account balance to decrease to $69.90, which plac** his account balance below the requir** amount of $to satisfy his monthly service payment. This result** in his account being suspend** on March 25, 2016. Our records further reflect that Mr*** contact** our Customer Care department and was provid** an explanation for the reason his service was temporarily suspend**. We confirm** that Mr*** receiv** a $service cr**it to restore services to his account. As such we were unable to identify any error on the part of VMUDuring April 5, 2016, conversation with Mr*** we provid** the information outlin** above. Mr*** confirm** that his service was restor** from suspension on March 25, 2016; however, due to the poor level of customer service he receiv** he request** an additional service cr**it to his account for two months of service charges. We inform** Mr*** that we must respectfully decline his request as we cannot justify a service cr**it equivalent to two months of free service. As a courtesy we agre** to apply a one-time service cr**it of $to his account due to any possible misunderstanding that may have occurr**. Mr*** accept** this cr**it offer and confirm** that his account concerns have been resolv**. On behalf of Sprint, I apologize for any inconvenience this matter may have caus** Mr***. If he has any further questions regarding this concern he can contact me by c***ng the Sprint Executive & Regulatory services department toll-free at ***, ext***. I am available Mon*** through Fri*** from a.mto p.m., Central TimeSincerely, Mondrell GExecutive Services Analyst

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
It is very sad that my situation got to the point that it did It was very upsetting! Chris, through Sprint Customer Service, did work with me and get everything resolved He called me several times while working on my case and followed through to make sure everything was corrected Thank you for making this right
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: ***Hello Revdex.com,I do not accept the response because I paid the device in fullPer the agreement of the cellular industry standard Sprint did agtee to unlock a phone that is either paid in full or months with a plan.Rregards*** ***
I am rejecting this response because:
Regards,
*** ***

January 25, 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 for Mr** *** regarding our Virgin Mobile USA (VMU) product. We appreciate your assistance in bringing our customers’ concerns to our attentionIn his inquiry, Mr*** explained that his account balance should be close to $200, but only reflects $40. He requested that his account transactions be reviewed to determine what happened to his account balance. In addition, he indicated that he remitted a $service payment, but was charged $23.75, which is higher than the amount he authorized. He requested a refund of $to his credit card and to restore his account balance. Should he decide to cancel his account at any time, he wants the balance on his VMU account to be refunded. We regret any possible misunderstanding that may have occurred regarding our refund policy as service payments are non-refundable. This information is available to our customers in our Terms and Conditions of Service for VMU at www.virginmobileusa.com. Our records reflect that Mr***’s VMU account is currently subscribed to our sales expired per minute Pay-As-Yplan, which requires a $payment every days or $every days to maintain active services. Our records further reflect that Mr***’s account balance was wiped on August 16, 2016, after a missed payment, and on August 17, 2016, a second text notification was sent to his handset to remit a service payment to avoid losing his telephone number. Our records further support that Mr*** remitted a $service payment on August 17, 2016. On January 20, 20157, we spoke with Mr*** and explained the information outlined above. In regards to his account balance, we are unable to further review call history beyond days; however, as a resolution, and as a one-time courtesy we agreed to apply a one-time credit of $to his account. In addition, we agreed to extend his current through date until March 2, 2018, to suspend any service payment requirements and provide him the opportunity to exhaust the accumulated funds. In regards to the additional $he was charged on his most recent service payment December 2, 2016, we confirmed that it was a convenience fee he was assessed We advised that remitting any cash payments in retail locations or service payments through our Customer Care representatives are subject to a $convenience fee. The fee can be avoided by: Paying accounts directly online via credit card and/or PayPal where available Enrolling in and registering a credit or debit card for automatic monthly payment (aka “autopay”)Making payments via text with a credit or debit card registered to the customer’s accountPurchasing Top-Up/ReBoost cards Although Mr*** is dissatisfied with the convenience fee we advised that the fee cannot be waived and is not negotiable. Due to Mr*** not made aware of the convenience fee at the time of his payment, we honored his request to refund $to his credit card. We are pleased to inform that we have fully addressed and resolved this matter to his satisfaction If Mr*** has any questions regarding this matter, he can contact me directly by calling Sprint Executive & Regulatory Services department toll-free at ###-###-####, extension ***. I am available Monday through Friday from 8:a.mto 4:p.m., Central Time Sincerely, Marco M Executive Service Analyst

January 20,
*** ***
Revdex.com
Ward Parkway, Suite
Kansas City, MO
Re: Revdex.com Case ***, *** ***
Boost Mobile Inquiry
Sprint Case ***
Dear Ms***:
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 attentionIn her inquiry, Ms*** indicated that she purchased a VMU branded HTC Desire from Best Buy on December 14, 2015, and chose not to activate the device at that timeUpon attempting to activate the device on a new account on December 25, 2015, she received an error message advising her to contact VMU for further assistanceShe returned to the point of sale and was advised that the device was flagged as stolenShe expressed her frustration with having to prove that she purchased the device and that it was not stolen in order to have it activatedShe requested an apology for the inconvenience this caused her and a credit for one month of service charges
We attempted to reach Ms*** at the telephone number and e-mail address listed in her inquiry on December 31, 2015, and January 4, 7, 8, and 11, Unfortunately, our attempts to reach her were unsuccessfulIn addition, we sent her a letter via the United States Postal Service on January 12, 2016, inviting her to contact our office to discuss her concerns in greater detailAlthough we have been unable to speak with Ms*** directly we applied a credit of $to her account to offset one month of service chargesWe invite her to reach out to our office to discuss matters in greater detail if she wishes to do so
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 H
Executive Services Analyst

April 20, 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 Ms*** *** 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 her to contact your office once more. In her inquiry, Ms*** stated she rejected our response to her inquiry because the full balance was not refunded. In addition, she indicated that she did not refuseto speak with our office; however, she did not want the conversation to be recorded Based on the information provided in Ms***’s follinquiry, and in an effort to re-evaluate our position, we have thoroughly reviewed this matter. As previously explained in our response dated April 12, 2017, our records reflect that Ms***’s account was activated on February 15, 2005, and was subscribed to our Cents/Min2Min service plan, which required a $payment every days or $every days to retain active services. 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 forfeited. Our records further reflect that on March 10, 2017, VMU received a request to have telephone number ending with *** ported out to a new carrier. As such, the request was processed and the account was cancelled. A refund request was submitted on March 10, 2017, and a refund of $plus any applicable taxes was processed to the credit card on file. As a courtesy, a refund request was processed on April 10, 2017, for the $payment remitted on December 2, 2016. We are happy to inform you that the refund was completed on April 11, We respect our customers’ request to not record their interaction; however, as stated in our Terms and Conditions, which can be viewed on www.sprint.com, to ensure the quality of our services and for other lawful purposes, we may monitor or record calls you make to us or we make to you (for example, your conversations with our customer service or sales departments). However, Sprint does not consent to call recording from customers who advise they are recording a call with Sprint employees for their own retention purposes. Sprint customers do have the ability to maintenance their account through self-service options or via a chat representative at www.sprint.com (please note that our chat option provides customers with a transcript via the email address that they provide). In addition, customers may email or mail without engaging Sprint by phone, which can be located at the Contact Us link on sprint.com as well. Unfortunately, our follattempts to contact Ms*** on April and 18, 2017, at the telephone number and email address provided in her inquiry were unsuccessful. However, the above Terms and Conditions regarding call recording was provided to Ms*** during our April 14, 2017, email. We invite Ms*** to contact our office if further assistance is required. 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