Integrated medical

February 16, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case ***, *** *** Virgin Mobile USA- *** *** Sprint Case
***
* To Whom It May Concern: Sprint is in receipt of the 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*** indicated that VMU refused to refund the accumulated balance of $when her account was closed. She explained that the only option provided was to use the balance before the account was canceled. Ms*** advised that because she has already secured service with a different carrier, she would like to receive a refund Our records reflect that Ms*** account was activated on February 16, 2009, 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 February 1, 2017, Ms*** contacted the VMU Customer Care department and requested for her services to be canceled. At that time, Ms*** was advised of the refund policy. During our conversation with Ms*** *** on behalf of Ms*** on February 9, 2017, we explained the information detailed above. Due to any possible misunderstanding that may have occurred and as a courtesy, we offered to transfer the balance to any other Sprint branded account. We are happy to inform you that Ms*** agreed and confirmed her satisfaction with our resolution. In addition, we have cancelled Ms*** VMU account effective February 9, We regret any inconvenience this matter may have caused Ms*** and Ms*** If we can be of further assistance with this issue, either can contact me by calling our Executive & Regulatory Services department toll-free at *** ext1368. I am available Monday through Friday between 7:a.mand 3:p.m., Central Time Sincerely, *** ** Executive Service Analyst

January 27,
*** ***
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*** expressed her dissatisfaction with her bank account being debited by VMU without her authorization, citing that she was overcharged at least seven times for her monthly recurring charges In addition, she stated that our Customer Care representatives are unwilling to refund the additional payments because they stated that she initiated the paymentsAs a result, she requested a refund in the amount of $for the seven payments that she stated were deducted without her authorization
Our records reflect that Ms***’s monthly recurring service charges are due on the 6th of each monthOur records further reflect that Ms*** opted for our automatic payment feature which authorized VMU to withdraw funds from her credit card to pay her VMU monthly service chargesIn addition, Ms***’s service plan was restarted through our Interactive Voice Response (IVR) system on August 22, September 18, October 14, November 17, November 30, and December 27, 2015, resulting in her bank account being debited additional payments for the service plan
During our January 15, 2016, conversation with Ms***, we provided the information outlined aboveHowever, we agreed to review her concerns in further detail and contact her in three to five days with an updateUnfortunately, our multiple subsequent contact attempts to reach Ms*** to discuss our findings in detail were unsuccessfulHowever, as outlined in our VMU Terms and Condition’s, all monies paid toward service are non-refundableIn addition, Ms*** had usage on her account each time her service plan was reset; therefore, we respectfully decline her refund request
On behalf of Sprint, I apologize for any inconvenience this matter may have causedIf we can be of further assistance with this matter, she can contact me directly at ###-###-#### or by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####I am available Monday through Friday between a.mand 4:p.m., Central Time
Sincerely,
Kendra ***
Kendra ***
Executive Services Analyst

July 14, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case ***, *** *** Assurance Wireless Inquiry Sprint Case *** To Whom It May
Concern: Sprint is in receipt of the above-referenced inquiry of Mr*** *** regarding our Assurance Wireless product. We appreciate your assistance in bringing our customers’ concerns to our attention. In his inquiry, Mr*** stated that he applied for Lifeline service with Assurance Wireless via the website on February 16, 2017, and he received an e-mail response stating that he would receive a letter in to days. Mr*** further stated that he contacted Assurance Wireless days after he submitted the application because he did not receive a letter and he was informed that his application was under review. Mr*** subsequently contacted Assurance Wireless on May 6, 2017, and he was informed that his application was approved and he should receive a device in to days; however, he still has not received a device We regret any inconvenience that may have occurred regarding Mr***’ application concernHowever, we are unable to locate any record of an Assurance Wireless application submission from Mr***. We attempted to contact Mr*** at phone number ending with *** to discuss this matter in detail on July 23, 27, and 28, 2017; however, we were unable to reach himIn addition, we also sent Mr*** a letter via the U.SPostal Service on July 10, 2017, asking him to contact us directly. We welcome Mr*** to contact us at his earliest opportunity if further assistance is needed. 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

June 15, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case ***, *** *** *** *** USA Inquiry
Sprint Case *** To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of Ms*** *** regarding our *** *** Custom (VMC) product. We appreciate your assistance in bringing our customers’ concerns to our attention. According to the information provided, Ms*** stated that she received an e-mail indicating that her service would end on May 31, 2017, if she did not contact *** ***. She further explained that she has been unsuccessful in speaking with a customer care representative due to long hold timesMs*** requested that someone contact her immediately to avoid service interruption During our discussion with Ms*** on June 6, 2017, we confirmed that we have decommissioned our Data Done Right Plans, and that her services will need to be migrated to one of our existing *** *** Service plans. On that date, we were able to successfully activate Ms***’s device and telephone number to a *** *** account. As such, Ms*** is currently using service on her new *** *** account. Ms*** advised that she is satisfied with the outcome On behalf of Sprint, I apologize for any inconvenience this issue may have caused Ms***If she has questions regarding this concern, Ms*** 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 Time Sincerely, Shannon PExecutive Services Analyst

August 1, 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 her daughter’s account was charged a duplicate payment in the amount of $on April 14, 2016. Ms*** requested a refund of $be issued to her credit card. We regret any delay Ms*** may have experienced while attempting to obtain a refund for the duplicate service payment processed on her account on April 14, 2016. Our records reflect that the referenced service payment was processed as a result of her service plan being restarted on this dateOur records further reflect that on April 19, 2016, Ms***’s refund request was denied as we confirmed the she had used her service significantly after the service payment was processed During our July 22, 2016, conversation with Ms*** we provided the information outlined above. We informed her that although we are unable to provide a refund to her credit card for the disputed amount we would agree to apply a service credit in the amount of $to her Boost Mobile account. Ms*** accepted our credit offer and confirmed her complete satisfaction with actions taken to resolve her account related concerns On behalf of Sprint, I apologize for any inconvenience this matter may have caused Ms***. If she has any further questions regarding this matter she may contact me by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####, ext***. I am available from a.mto p.m., Central TimeSincerely, Mondrell GExecutive Services Analyst

July 8,
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 was charged three separate payments on May 28, and June 7, 2016, after requesting her account to be canceled on May 31, As such, Ms*** requested a refund for these transactions
During our discussion with Ms*** on June 27, 2016, she advised that she had received one refund out of the threeWe agreed to provide the two other refunds back to her credit card in the amount of $after engaging with our Finance departmentWe spoke with Ms*** on June 29, 2016, and advised that the refund has been processed to her credit card ending in ***Ms*** expressed her understanding and satisfaction with our resolution
On behalf of Sprint, I regret any inconvenience Ms*** may have experienced as result of this matterIf she still requires assistance with 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 H
Executive Services Analyst

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Assumed Answered]
Complaint: ***
I am rejecting this response because: the information supplied on the Virgin Mobile website is deceiving and does not indicate that the shipping time is included in the day guaranteeBeing advised that in order to receive a credit for a defective phone I must return an item via Fedex or USPS on the very same afternoon of receipt or the following day is unethicalMost of us, whether we are suffering the death of a loved one (as I am) or have a disability (as I have) have our own life challenges; receiving a defective phone and putting the onus upon the customer to drop everything and have less than hours to go to a facility to ship it back is beyond reprehensiblePlease bear in mind that this phone was defective and the screen was repeatedly "freezing" rendering it completely inoperable.The order date was ***, the date of receipt was *** (delivered in the afternoon.)
Thank you,
*** ***

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:Re ID ***:VM says, “We are currently working with her on another issue
unrelated to the concerns outlined in her complaint.”The issue is not “unrelated.”Part of my original complaint was that I cannot access my
account via my portable device, but
only on a home computerI have not been able to access my account on my portable device since Jan2, although VM/Sprint
usage terms state “Data usage can be monitored online in “MyAccount.” My portable device should also allow that
access.VM did not mention that, because of their error, 1) my entire
account history over the past 3+ years was erased; or 2) that I had to change
my PIN; or 3) that at times I was given conflicting information.In a Janemail, VM had this to say: “At this time, there is no estimated time
of repair.” Therefore, I have no proof that anyone is “working”
on this issue or, given this entire ordeal, any faith it will be resolved.VM states, " we believe we have fully addressed this matter." For the reason(s) stated above, I respectfully disagree.Thank you for your time.
Regards,
*** ***

October 31, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case ***, *** *** *** Assurance Wireless Inquiry Sprint Case *** To Whom It
May Concern: Sprint is in receipt of the above-referenced inquiry of Ms*** *** *** regarding our Assurance Wireless product. We appreciate your assistance in bringing our customers' concerns to our attention. According to the information provided, Ms*** contacted our Customer Care department for a replacement battery and was advised that we would ship a replacement battery on October 1, 2016. She further indicated that she called back on October 6, 2016, and was advised that she would have to recertify for Lifeline benefits before a replacement battery could be shipped. Ms*** requested that we send her a replacement battery. We spoke with Ms*** on October 18, 2016, and explained that we can ship out a replacement battery; however, we will require her to recertify her Lifeline services to continue receiving Lifeline benefits. We received her application and supporting documents to recertify her account on October 26, 2016, and submitted her documents for approvalWe received notification on October 31, 2016, that Ms*** is already receiving Lifeline benefits on phone number ending with ***, and we are unable to recertify her current phone number ending with ***. We advised Ms*** of our findings and she thanked us for our assistance. On behalf of Sprint, I apologize for any inconvenience Ms*** has experienced related to this matter. If there are any additional questions regarding this issue, I can be contacted 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, Christopher HExecutive Services Analyst

August 15, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case ***, *** *** Sprint Pre-Paid Inquiry Sprint Case *** To Whom
It May Concern: Sprint is in receipt of the inquiry referenced above, filed by Ms*** *** regarding our Sprint Pre-Paid (SPP) product. We appreciate your assistance in bringing our customers’ concerns to our attention. In her inquiry, Ms*** stated she purchased a device via the SPP website; however, it was not compatible with her current account and she wanted to return it for refund. In addition, she stated that the return receipt indicates from the device would be returned to Virgin Mobile USA (VMU). As such, she contacted the “888” number on the receipt, but she was unsuccessful in receiving assistance with the return. Ms*** requested a return label to send the equipment back in order to receive a $refund Our records reflect that Ms*** placed an order via the Sprint website on July 3, 2017. Our records further reflect that Ms***’s initial call to Sprint Customer Care was on July 6, 2017, and she requested a return label. She was referred to the “888” number listed on her receipt, but she was unable to reach a representative that could assist. As such, we will request an Return Merchandise Authorization number (RMA) to provide to Ms*** During our initial conversation with Ms*** on August 1, 2017, we explained that per the Return Policy listed in our Terms and Conditions, phones purchased directly from the SPP website may be returned for a full refund within days of purchase, and must include the original receipt, packaging materials and all components. In addition, we explained that customers are responsible to pay for shipping charges when returning a device if not satisfiedDue to the issues she experienced while attempting to return the device we provided a return authorization number for Ms*** to use to return the device and receive a refundWe are happy to inform you that a $refund was processed on August 9, 2017. Unfortunately, our attempt to confirm receipt of the refund with Ms*** on August 15, 2017, at the telephone number and e-mail provided in her inquiry, was unsuccessful. As such, we invite Ms*** to contact our office should she have any additional questions or concerns 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 Services Analyst

o 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:From my last interaction I gathered that poor and rude service is the rule and not the exception at *** ***I was told they don't grant customers compensation for inconvenience and to basically "deal with it." I have no desire to speak to the same agent about the same issue because obviously I'll get the same responseThis matter is not resolved to my satisfaction and I want the Revdex.com to know that I gave an accurate account of my issues with *** ***, and the Sprint representative I spoke with did not and has not resolved the issue/complaint I had/have to my satisfaction
Regards,
*** ***

March 20, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case ***, *** E*** Virgin Mobile USA Inquiry Sprint Case *** To
Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of Ms*** E*** 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 she requested to cancel her VMU account in September of 2016, but the account was never canceled and she continued to be charged on to her credit card through February Ms*** further stated that she contacted VMU Customer Care and was promised that she would receive a full refund for all the months her credit card was chargedIn her recent attempt to follwith our VMU Customer Care representatives, she was advised that per VMU refund policy, only three monthly service charges would be refunded; however, because the account was cancelled, she would not receive any refundsMs*** stated that she has filed a dispute with her credit card company and requested her refund for all charges she was debited within five months We regret any misunderstanding that may have occurred during Ms***’s attempts to receive a refundDuring our discussion with Ms*** on March 16, 2017, she confirmed that she received her full refund of five months; three were credited back to her credit card and the other two were placed as an account credit to her existing VMU account. Ms*** confirmed resolution of her refund concerns. 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 ###-###-####, ext***. I am available Monday, Tuesday, Thursday, and Friday from 7:a.mto 5: 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,
*** ***

September 20, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case ***, *** *** 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 product. We appreciate your assistance in bringing our customers’ concerns to our attention. According to the information provided Ms*** indicated that she began experiencing issues with her service on August 16, 2016. She indicated that she called tech support every day from August 16-Finally she received a voicemail indicating that no network issues were foundMs*** further stated that she requested a refund of $for her monthly service charges due to the issues, but she was advised that since she had used data services after the payment was made she would not be given the refundShe requested that her request for a refund of $for services not rendered to her be reconsidered We appreciate Ms***’s taking the time to provide us with the details of her experience with our Virgin Mobile technical support personnel and our Virgin Mobile refund policy. 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 According to our records, we did identify that there were system upgrades being performed in Ms***’s area that could be attributed to the issues that she reportedOur records reflect that during Ms***’s contact with our Virgin Mobile Customer Care team on August 22, 2016, she was offered an account credit once the network upgrades were completed. At that time we provided an estimated repair date of August 24, During our e-mail discussion with Ms*** on September 6, 2016, we explained that as outlined in our Terms and Conditions, all funds applied toward a Virgin Mobile account can only be redeemed towards a Virgin Mobile 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. At that time, we submitted a request to our data team to confirm the usage on Ms***’s account. On September 7, 2016, we advised Ms*** via e-mail that because she used more than 184MB of data service she is ineligible for a refund; however, we are willing to apply a credit of $to her account or to a family member or friend who has an active Boost Mobile, Sprint, or Virgin Mobile USA account. At that time, Ms*** declined our offer. We informed Ms*** that she will have until October 18, 2016, to accept our credit offer 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 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

November 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 inquiry referenced above, filed by Mr*** *** regarding our Virgin Mobile USA (VMU) product. We appreciate your assistance in bringing our customers’ concerns to our attention. In his inquiry, Mr*** requested a refund for the iPhone that he purchased on September 16, 2016, and has since returned. Our records reflect that Mr*** contacted VMU Customer Care on September 20, 2016, to advise that he purchased the wrong device and would like to return it. Our records further reflect that Mr*** contacted VMU Customer Care once more on September 21, 2016, at that time he was provided with the address where the device needed to be sentFinal records reflect that although the FedEx tracking confirmed the package was received on September 22, 2016, the device was not confirmed found in warehouse until November 11, As such, his refund request was escalated to our finance department. During our conversation with Mr*** on November 11, 2016, we provided the information detailed above. As such, he agreed to continue working with our office until the refund was processed back to his credit card. We are pleased to inform that our finance department confirmed that the refund was processed back to Mr***’s credit card on November 14, Unfortunately, our follattempts to confirm his refund receipt on November and 22, 2016, to the telephone number and e-mail address provided in his inquiry were unsuccessful. We invite Mr*** to contact our office if he requires further assistance with this matter We regret any inconvenience this matter may have caused Mr***. If we can be of any 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

May 24, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case ***, *** *** Assurance Wireless Inquiry Sprint Case *** To Whom It May
Concern: Sprint is in receipt of the above-referenced inquiry of Mr*** *** regarding our Assurance Wireless product. We appreciate your assistance in bringing our customers’ concerns to our attention. In his inquiry, Mr*** stated that his Assurance Wireless device has been replaced three times in the previous five months due to the devices malfunctioning. As such, Mr*** requested to be sent a modern device that functions properly. As outlined in our warranty guidelines, malfunctioning devices are replaced with the same device model within the one-year warranty period. Our warranty guidelines also outlines that customers also have the option of sending the device to the manufacturer to be repaired During our May 12, 2017, conversation with Mr***, we provided the information outlined above. As a one-time courtesy, we agreed to send Mr*** a different model device. We informed Mr*** that he would receive the new device in three to five business days. Unfortunately, our follcontact to Mr*** on May 24, 2017, was unsuccessful. However, our records reflect that the new device was delivered to Mr*** on May 23, 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

July 19, 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 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 and regret the circumstances which led her to contact your office again. In her most recent inquiry, Ms*** requested that the Warranty Replacement Fee be waived for her replacement request As outlined in our previous response, we initially spoke with Ms*** regarding this concern on June 23, 2016, and explained that VMU devices are sold with a one year manufacturer’s warranty. Within the warranty period customers may contact the manufacturer directly, or pay a $Warranty Replacement Fee to VMU to receive a replacement device. If the same make and model is not available for replacement through VMU a comparable model would be provided. Alternatively, customers may contact the device manufacturer directly for assistance under the provisions of the manufacturer’s warranty At that time, in an effort to resolve this matter we offered to either waive the Warranty Replacement Fee as requested in Ms***’s inquiry, or provide her with a complimentary device to use while she partners with her device manufacturer for assistance. As such, per her request we have waived the Warranty Replacement Fee and provided her with a replacement device. We spoke with her on July 18, 2016, and verified that the matter has been fully resolved We regret any inconvenience this matter may have caused Ms*** and encourage her to contact our office directly to accept one of the offers presented. 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 7:a.mto 3:p.m., Central Time Sincerely, TekieshaHExecutive Services Analyst

July 8, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case ***, *** *** Assurance Wireless Inquiry Sprint Case *** To Whom
It May Concern: Sprint is in receipt of the above-referenced follinquiry of Ms*** *** regarding our Assurance Wireless product. We appreciate your assistance in bringing our customers’ concerns to our attention. In her inquiry, Ms*** indicated that the Alcatel OneTouch Speak Easy device she purchased was missing some features from the home screen Our records reflect that Ms*** contacted Assurance Wireless Customer Care on May 29, 2016, regarding her concerns. A replacement device was ordered, and our records reflect that the device was received and activated on June 3, Our records further reflect that Ms*** contacted Assurance Wireless Customer Care once again and advised that the replacement Alcatel OneTouch Speak Easy device was having the same issues. During our initial conversation with Ms*** on June 10, 2016, we advised we would be contact our Technical Support team for assistance. During our subsequent communication with Ms*** via e-mail on June 24, 2016, we provided instructions on how to view the “Downloads” from “My Stuff” on her device. However, we received a response from Ms*** via e-mail on June 27, 2016, indicating the steps above did not work and she was unable to download. During final conversation with Ms*** on July 8, 2016, we informed her that we have placed an order for a new device to be sent directly to our office to confirm functionality of the download feature on the device. Ms*** agreed to continue working with our office until this matter is resolved 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, *** BExecutive Services Analyst

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Assumed Answered]
Complaint: ***
I am rejecting this response because: I never told them I was satified I never spoke with them after 11/21/I did receive the phone but they never did any thing to address the way they allow customers to be treated buy the company they claim does there verification process so as far as I am concerned they did not address my complaint fullythey continue to ignore the fact that it took over a month because no one wanted to do their job they really need to address thisRegards,
*** ***

[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:My husband, *** ***, has spoken with Mrs***, a supervisor with Sprint's executive office, on separate occasions Her excuse for everything has been "we no longer have records." She claims their finance department only holds payment records for months and therefore cannot prove I made more than $of payments Yet, they admit there is still $on my account When Mrs*** was asked to pull the tapes for the phone calls from Virgin Mobile to verify the misinformation provided by their representatives, she says they only keep them for days She has also made claim that we did not allow Virgin Mobile or Sprint the opportunity to troubleshoot the phone Suspiciously, their record seems to be missing several phone calls with Virgin Mobile which we attempted to do just that The underlying theme is that VM/Sprint conveniently has no records of anything with regards to my account They in fact removed my account in February 2017, even before I has officially cancelled my service with VM By doing this, they prevented me from having access to the history of my account and all payments made All this information has magically disappeared. We are getting nothing but double talk, assumption, and omission with regards to our dealings with VM/Sprint because no one ever took the time to review the phone tapes they say no longer exist Mrs*** has added to the double talk by saying if I would have upgraded my phone, it would have worked because it would be supported by their 4G service But then goes on to say they would not have supported the phone on my current plan This it what I believe is the heart of the issue: VM wanted me off the pay as you go plan I had been on since and wanted me to pay for monthly service. Mrs*** preceded to tell my husband I was lying about what had occurred and what was told to me my both VM and Sprint personnel She also called my husband a "conspiracy theorist" because they have lost all records of my account, they have no record of several phone conversations with VM personnel, and they are just unable to back up any of the claims made by VM/Sprint We have regressed to the point where individuals at the Spring executive level are resorting to name calling We have provided names and dates of phone calls to VM, but Sprint is now claiming these calls never happened because their records to not show it They are attempting to re-write the history of his account by deleting it, then telling you nothing happened, and calling me a liar. I am not sure where we go from here, but one thing is for certain Sprint has shown they will do whatever it takes to come out on top
*** ***