Integrated medical

[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:Now I understood that the agent gave me a wrong information, but I still think I am deserved at least one time credit of $since it was offered by one of the Virgin Mobile agentEven though he provided me a information about the VIP program, he spoke as a representative of the Virgin MobileAnd I didn't know anything about the VIP program until he told me on 1/12/2016. So I am courteously asking the company at least one time $credit.
Regards,
*** **

June 6, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case ***, *** *** Virgin Mobile USA Inquiry
Sprint Case *** To Whom It May Concern: Sprint is in receipt of the above-referenced 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*** requested a receipt for his services that reflect an itemized detail of his payment for device insurance, monthly recurring charges (MRC), and the taxes. He further stated that he has already requested this information from our VMU Customer Care department and our Executive Services department, but no resolution has been provided During our e-mail discussion with Mr*** on May 18, 2017, we advised that at this time, we do not provide any billing information beyond what is available to him online. We verified that when enrolled for automatic payments his online billing history only reflects the amount of his monthly service charge, and the tax amount is not displayed. However, we verified that when making a one-time payment online a screen is presented that reflects the tax amount. We recommended that he either remove automatic payments and capture a screenshot of his manual payment reflecting the tax amounts, or to refer to his card statement for the card used to make the payment for the full billed amount inclusive of taxes. Because he would lose his $per month discount for being enrolled for automatic payments if he chose to make the payments manually each month, we offered Mr*** via e-mail on June 1, 2017, and voicemail on June 5, 2017, a one-time courtesy credit in the amount of $to offset a total of months of the $savings he would lose by de-enrolling from automatic payments in order to receive the detailed payment receipt. although Mr*** does not agree with the information provided, we believe that we have addressed these matters fullyWe appreciate Mr***’s taking the time to provide us with the details of his concerns with our policy for requests relating to itemized payment detail. Please be assured that we value customer feedback and that details regarding this concern have been forwarded to the appropriate managerial staff for further review On behalf of Sprint, I apologize for any inconvenience these matters may have caused Mr***. If he has further questions regarding these concerns 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 Time Sincerely, Shannon PExecutive Services Analyst

---------- Forwarded message ----------From: Date: Wed, Sep 7, at 8:PMSubject: RE: You have a new message from the Revdex.com of Greater Kansas City in regards to your complaint #***.To: Revdex.com Virgin Mobile
has resolved the problem. THANK YOU!

From: *** ***Date: Tue, Aug 15, at 11:AMSubject: Re: You have a new message from the Revdex.com of Greater Kansas City in regards to your complaint #***.To: Revdex.com The $38.45 was put
back in my account on 8-14-17!! Thanks for your help!! You are good people! Sincerely, *** ***

February 13, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case ***-Rebuttal, Mr*** *** Virgin Mobile USA Inquiry Sprint Case *** To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of Mr*** *** regarding our Virgin Mobile USA (VMU) product. We regret the circumstances that has led Mr***’s contacting your office again. In the information provided, Mr*** expressed his dissatisfaction with his recent interaction with the Sprint Executive & Regulatory Services department regarding an unauthorized charge to his credit card. Mr*** stated that he is not a VMU customer, but has recently noticed charges from VMU on his credit card statement. As stated in our previous response to your office dated February 7, 2017, we regret any inconvenience this matter may have caused Mr***. During our January 26, 2017, conversation with him we requested that he provide his credit card number so that we may perform a system search to investigate the disputed charges. Regrettably, Mr*** declined to provide this information. As such, we recommended that he contact his financial institution to dispute the charges with them directly. While we regret that Mr*** disagrees with our position regarding this matter, we believe we have addressed his concerns to the best of our ability During our recent e-mail conversation with Mr*** we attempted to address any unresolved issues that he may have. Mr*** indicated that he would not like for our office to contact him again by phone or e-mail. As such, we believe this matter has been resolved. On behalf of Sprint, I apologize for any inconvenience this matter may have caused Mr***. If he has any further questions regarding this matter he may 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

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.In response to La Taushia L(from Sprint) , this is to confirm that the balance owed of $was restored (the original $+ $+ $90) finally, and the plan was extended out to May 2017. I would like to thank La Taushia L., and Sprint, for taking care of this matter Regarding the dates involved, according to my son's records, this all started sometime in December 2015, not October. Also, according to Virginmobile's Terms & Conditions at: *** , Funds must be added within days from last successful payment date to prevent account cancellation, loss of remaining funds (if any) and account telephone number (if applicable)This can be found at the link above under the heading "Re-Activation Date". I am mentioning this just to point out that even if my son's records are wrong and this all started on October 11th as stated by Sprint, days would have ended around March 9th. My son started making calls to Virgin Mobile regarding this situation on or before Jan4th, 2016, when he found out about it. On several of those phone calls, as mentioned previously, he was assured that the money taken from the account would be replaced, once it had gone through the proper channels. He was told the funds would be applied back to the account within hours one time, another time he was told it would take to hours. Nothing was done until a complaint was filed with the Revdex.com, then it was only a matter of approximately weeks before the funds were refunded back into my account I am certainly glad that Sprint has refunded the money back into my account, and I do appreciate the work that La Taushia Land Sprint have done, but, sad to say, I do not have a lot of confidence in Virgin Mobile anymore, and wish I could somehow switch to another provider without losing my funds($205.00) I am also thankful to the Revdex.com for the assistance they have provided in this matter Regards,*** ***

March 11,
Revdex.com
Ward Parkway, Suite
Kansas City, MO
Re: Revdex.com Case ***, *** ***, Rebuttal
Assurance Wireless Inquiry
Sprint Case ***
To Whom It May Concern:
Sprint is in receipt of the above-referenced follinquiry of Mr*** *** regarding our Assurance Wireless productWe appreciate your assistance in bringing our customers’ concerns to our attention and regret the circumstances that led Mr*** to contact your offices againAccording to the information provided, he indicated that the devices offered by our office are defective, used devices with no warrantyAs a result, he requested a refund of $for two device purchases, as well as a refund of a $courtesy credit that was awarded to his Assurance Wireless account
As previously explained in our response dated March 1, 2016, our records reflect that on October 7, 2015, a replacement device was ordered and delivered to Mr***Our records further reflect that during our conversation with Mr*** on November 12, 2015, he confirmed he received the refurbished device; which he refused to activate and was advised to send it backAt that time, he was also informed the $courtesy credit he received was not refundableIn addition, because the equipment purchases in question were made more than days ago he is not eligible to return those devices for a refund
During a follconversation with Mr*** on December 28, 2015, we provided the information detailed aboveWe advised that the replacement device he returned had not been receivedMr*** agreed to work with our office in an effort to find the device in question and prevent any possible interruption of his servicesOur records further reflect that Mr***’s services were suspended on December 30, 2015, due to the non-return of the replacement device he chose not to activateDuring another follconversation with Mr*** on January 5, 2016, we advised that the device in question had not been found; however, we agreed to restore his services as a courtesy
During our correspondence with Mr*** via e-mail on February 26, 2016, we offered to send him a replacement device form our current inventoryCurrent device options include the Kyocera Jax or the Alcatel OneTouch SpeakeasyUnfortunately, Mr*** declined our offer to send him a new deviceDuring our subsequent correspondence with Mr*** on March 4, 2016, we offered an additional device option, the Alcatel CinchAt this time, these are the only devices we offer that will work with his account
While we regret any inconvenience these matters may have caused Mr***, we believe we have made our best offers to resolve his concernsIf we can be of further assistance with these issues,
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

December 22,
*** ***
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 Mr***
*** regarding our Assurance Wireless and Virgin Mobile USA (VMU) productsWe appreciate your assistance in bringing our customers’ concerns to our attentionIn his inquiry, Mr*** indicated that he paid $on November 13, 2015, and the next day Assurance Wireless informed him that he was no longer eligible for the Lifeline discountHe requested a refund of his most recent service payment, which was initially denied due to usageHe indicated that he has secured service with a new provider and requested a refund of $
Our records reflect that Mr***’s Assurance Wireless account ending with required an annual recertification to be completed by no later than December 11, 2015, in order to avoid losing his Lifeline benefit and his phone numberOn December 7, 2015, Mr*** informed Assurance Wireless that he wanted to close his account because he had an account with another service providerAs a result, his account was closed on that dateIn addition, we have no record of the referenced service payment being applied to his Assurance Wireless account as outlined in his inquiry
Our records further reflect that on November 13, 2015, Mr*** remitted a one-time payment of $to his Virgin Mobile USA (VMU) account with phone ending in ***After numerous attempts to troubleshoot service issues with our technical group, Mr*** could not make or receive callsAs a result, he requested a refund of his service payment
Although we did not speak with Mr***, we sent him an e-mail on December 14, 2015, confirming that a refund of $was processed to his credit cardWe received his e-mail acknowledging our e-mail and thanking us for our assistanceIn a recent folle-mail with Mr*** on December 22, 2015, he confirmed that this matter is resolved as he has received the refund
We regret any inconvenience these matters may have caused Mr***If you have questions regarding these matters, you or he can contact me directly by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####, ext***I am available Monday through Friday from 9:a.mto 5:p.m., Central Time
Sincerely,
Marco M
Executive Services 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 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 she was not offered a refund of the difference in price if she was to purchase the device at full price 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 December 28, 2016, our records reflect that on November 28, 2016, Ms*** submitted an order for the Samsung Galaxy Sin the amount of $399.99. Our records further reflect that the order was systematically cancelled due to an error in our ordering system. To resolve this matter Ms*** would have to place an order for the device at the full price as listed on our website, ***, and a refund would be sent to her in the amount of $for the difference in cost of the product as listed today Unfortunately, our follattempts to reach Ms*** to explain our response at the telephone number and email address on her inquiry on December 30, 2016, and January 9, 2017, were unsuccessfulIn addition, a letter was sent on January 9, 2017, via the United States Postal Service (USPS) to the address provided in her inquiry inviting her to contact us for assistance 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 B Executive Services Analyst

April 14,
Revdex.com
Ward Parkway, Suite
Kansas City, MO
Re: Revdex.com Case 11253608, *** ***
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 departmentWe appreciate your assistance in bringing our customers’ Virgin Mobile USA (VMU) concerns to our attentionIn the information provided by your agency, Mr*** indicated that his mobile broadband device is using his plan data while not powered onHe requested that the device be replaced or that he receive an account credit
After completing a review of Mr***’s VMU account we were unable to identify any billing errorsWe attempted to contact him via phone and e-mail on March 28, 30, and 31, 2016, to clarify any specific charges in his dispute and address any additional concerns he may have with his accountIn addition, we sent him a letter via the U.SPostal Service on April 5, 2016, inviting him to call us to discuss his concerns; unfortunately, he has not responded
We look forward to speaking with Mr*** and encourage him to contact us regarding any concerns he may continue to have with his accountMr*** should be advised that in order to discuss the details of his account, he must be able to authenticate his accountAs a result, we want to advise him to have his PIN and security information available when he contacts usHe can contact me directly by calling the Sprint Executive & Regulatory Services department toll-free at 1-855-848-3280, ext***I am available Monday through Friday from a.mto p.m., Central Time
Sincerely,
Chris H
Executive Services Analyst

December 21, 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 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 she purchased a VMU device from *** and also subscribed to the Unlimited Talk, Data and Text Messages service plan. According to VMU her device was activated with no data due to the service plan being incompatible. She requested a refund for her $service payment because she does not have data services. Our records reflect that Ms***’s account is active and in good standing. Therefore, we believe that issues with her data services concerns have been resolved. Further, we are able to verify data usage on her account. We attempted to reach Ms*** on November 30, December 1, 2, and 6, 2016, at telephone number ending with ***; unfortunately, we were unsuccessful. In addition, we mailed a letter to her service address on December 2, 2016, inviting her to call us for assistance 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, Ms*** can contact us at the number provided below at her earliest convenience, to complete the authentication of his account so that we can resolve her equipment concerns On behalf of Sprint, I apologize for any inconvenience Ms*** may have experienced. If she requires any additional assistance with her account, she can contact me directly by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####, ext***. I am available Monday through Friday between 8:a.mand 4:p.m., Central Time Sincerely, Marco MExecutive Services Analyst

February 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) productWe appreciate your assistance in bringing our customers’ concerns to our attentionIn her complaint, Ms*** expressed her concern with VMU’s unwillingness to allow her to exchange her device for a different model, citing that she exceeded the 14-day timeframe to return her deviceShe further stated that her original device began to malfunction a few days after she purchased it; therefore, she was sent a replacement device and the exchange time frame was based on the original device and not the replacementIn addition, she stated that she does not agree with the return timeframe being based on the purchase date of the original phone, because she stated that VMU did not provide her with enough time to determine if the replacement phone would work properlyAs a result, she requested an exchange of her current device for a different device model
Our records reflect that Ms*** activated a new LG device on her account on January 14, 2016; however, she contacted our Customer Care representatives on January 15, 2016, and advised that her recently purchased device was malfunctioningAs a result, an order for a replacement device was submitted on that dateOur records further reflect that the replacement device was delivered to Ms*** on January 20, 2016, but she did not request to activate the device until January 27, In addition, Ms*** contacted our Customer Care representatives on February 2, 2016, stating that her replacement device was not working properly and requested a refundAt that time, our representatives respectfully declined her refund request because she exceeded the 14-day return time frame from the date of her original device purchase
During our February 8, 2016, conversation with Ms***, we provided the information outlined aboveAt that time, Ms*** requested that we exchange her current device for a new device in a different model, because she stated that she does not agree with our 14-day return policyWe informed Ms*** that we were unable to honor her request to exchange her device for a different model; however, as a one-time courtesy, we agreed to submit an order for a new device of the same make and modelDuring our supplemental conversation with Ms*** on February 15, 2016, she confirmed that she received the new deviceAs such, we believe this matter has been fully addressed
On behalf of Sprint, I apologize for any inconvenience Ms*** may have experienced as a result of this matterIf we may be of further assistance with this issue, you can contact me directly at ###-###-#### or by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####I am available Monday through Friday between 7:a.mand 3:p.m., Central Time
Sincerely,
Kendra O
Executive Services Analyst

June 16, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case ***, *** *** *** Virgin Mobile USA Inquiry Sprint Case *** To Whom It May
Concern: Thank you for forwarding the above-referenced inquiry of Ms*** *** *** to the Sprint Executive & Regulatory Services department. We appreciate your assistance in bringing our customer’s Virgin Mobile USA (VMU) concerns to our attention. In her inquiry, Ms*** indicated that after being notified of a duplicate charge she disputed the $payment with her financial institution. After the chargeback was filed her VMU services were interrupted. She requested assistance with having her services restored We spoke with Ms*** on June 13, 2016, and explained that when a chargeback is filed, service is automatically suspended until the chargeback is resolved by a payment from the customer. In this case, we verified that Ms*** did not intend to make double payments. As a result of these findings, and due to any possible misunderstanding that may have occurred, we agreed to lift the suspension on Ms***’s account on June 13, In addition, we applied a $credit to offset one month of service charges. She expressed her understanding and her satisfaction with our resolution to this matter 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, Christopher HExecutive Services Analyst

April 12,
Revdex.com
Ward Parkway, Suite
Kansas City, MO
Re: Revdex.com File 11243101, *** ** ***
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 inquiry, Mr*** expressed his concerns with VMU regarding having no service, citing that his phone was reprogrammed and it worked for a few days but then it stopped workingHe requested a refund for his services
We regret any difficulty Mr*** may have experienced with his VMU servicesOur records reflect that the address associated with his VMU account is within our coverage area; however, we identified that the cell tower servicing his address is miles away experienced intermittent network issues on March 23, 2016; however, that issue has been addressed and resolved by our network engineers the same day and currently we have no outages at the addresses outlined above
During our March 23, 2016, conversation with Mr*** we deemed that his device is defective and as a result, we processed a replacement order and waived the $Warranty Replacement FeeIn addition, we sent him a return label where he can return his defective device in order to prevent any service interruptionWe confirmed per FedEx Tracking 667965049102, that the equipment replacement order was delivered and activated on March 24, We attempted to follMr*** on phone ending with on March 28, 29, and 30, 2016; however, we have yet to receive a call from him to confirm resolution
If Mr*** has any questions regarding these concerns, he can contact me by calling Sprint Executive & Regulatory Services department toll-free at 1-855-848-3280, ext***I am available Monday through Friday between 10:a.mand 6:p.m., Central Time
Sincerely,
Christopher H
Executive Services Analyst

February 2,
*** ***
Revdex.com
Ward Parkway, Suite
Kansas City, MO
Re: Revdex.com Case ***, *** ***
Virgin Mobile 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 attentionAccording to the information provided, Ms*** stated that she did not receive notification that she needed to tto avoid losing her cash balance, and when she contacted Virgin Mobile’s customer service department, she was advised that the balance could not be credited backMs*** requested that her cash balance of $be credited back to her VMU account
We regret any difficulty Ms*** may have experienced while attempting to resolve her cash balance refund concernsDuring our discussion with her on February 1, 2016, we advised that in order to avoid losing her cash balance in the future, she must ensure that her payment of $is successfully applied to her account every daysFurther, we advised her that as a courtesy, we will credit the remaining balance of $back to her accountMs*** accepted the credit and stated that this resolved her concerns and that she had no additional questions regarding this matter
We appreciate Ms***’s taking the time to provide us with the details of her experience with our customer service personnelWe are continually striving to improve the quality of service provided to our customersPlease be assured that we value customer feedback and that these concerns have been forwarded to the appropriate managerial staff for further review
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 through Friday from 8:a.mto
4: p.m., Central Time
Sincerely,
Shannon P
Executive Services Analyst

May 22,
Revdex.com
Ward Parkway, Suite
Kansas City, MO
Re: Revdex.com Inquiry ***, *** ***
Virgin Mobile USA Inquiry
Sprint Case ***
To Whom It May Concern:
Sprint is in receipt of the above-referenced inquiry of Ms***
*** regarding our Virgin Mobile USA (VMU) productWe appreciate your assistance in bringing our customers’ concerns to our attentionIn the information provided Ms*** indicated that her device began to malfunctionShe attempted numerous times to reach our Customer Care department to have her device replaced, but VMU was out of stock of the JhandsetShe requested that VMU send her a Samsung Galaxy JPerx in exchange for her Galaxy Jthat is currently under warrantyOn behalf of Sprint, I apologize for any inconvenience Ms*** may have experienced as a result of these matters
During our conversation with Ms*** on May 11, 2017, she stated that her issue has been resolved through our Customer Care department and she no longer requires any further assistanceWe confirmed that she received a replacement handset, and that it is currently active and in useWe are pleased to inform you that this matter has been fully resolved
If Ms*** has questions regarding these concerns, she can contact me directly by calling Sprint Executive & Regulatory Services department toll-free at ***, ext***I am available Monday through Friday 8:a.mto 4:p.m., Central Time
Sincerely,
*** M
Executive Services Analyst

June 8, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case *** *** *** Virgin Mobile USA Inquiry Sprint Case ***
*
To Whom It May Concern: Sprint is in receipt of the 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*** indicated that he purchased an iPhone 5S from the VMU website, which included a $account credit after making two monthly service payments. Mr*** advised that he has not received the account credit despite making the two required monthly service payments Our records reflect that Mr*** purchased an iPhone 5S on March 4, 2016, and made the two required monthly service payments. Our records further reflect that Mr*** contacted VMU Customer Care to inquire about the issues he was having with receiving the $credit to his account and a case was created to have the matter investigated. During our conversation with Mr*** on May 25, 2016, we provided the information detailed above. As a result of the issues he experienced, we offered to apply a $credit to his VMU account. We are happy to inform you that he accepted the offer and verified his satisfaction with our resolution to his concerns 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,
*** * Executive Service Analyst

I am extremely satisfied with the response I received from Sprint / Virgin MobileThe representative, Donnetha, Did an excellent job in communicating with meShe listen and she did everything that you would expect CSR's to doMy hat goes off to Sprint hiring herShe was GREATOnly if all representatives were like her, incidents like this would never happen
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,
*** ***

February 2, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case ***, *** *** *** Virgin Mobile USA Inquiry Sprint Case *** To Whom It
May Concern: Sprint is in receipt of the above-referenced inquiry of Ms*** *** *** regarding our Virgin Mobile USA (VMU) product. We appreciate your assistance in bringing our customers’ concerns to our attention. In her inquiry, Ms*** explained that she has experienced device issues with a product she purchased in November 2016. She requested that VMU replace her device with no Warranty Replacement Fee so that she does not have to send the device to the manufacturer for repairs. She explained that she does not have another device to use while the device is away for warranty service. On behalf of Sprint, I apologize for any inconvenience this matter may have caused Ms*** VMU offers a one-year warranty from the date of activation on all phone, devices, and accessories that come with our phones. The VMU Warranty Replacement Fee became effective November 9, 2014, and applies to all VMU phones. The customer would be notified of the $fee at the time of the equipment replacement request. If the customer declines to pay the fee, the customer has the option to work the manufacturer directly for repairs; however, they will have to pay shipping fees to ship their phone to the manufacturer 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 number ending with *** to discuss this matter in detail on January 13, 18, and 19, 2017; however, we were unable to reach her. In addition, we sent her a letter via the U.SPostal Service on January 19, 2017, asking her to contact us directly. In order to address Ms***’s equipment concerns, we will need to speak with her in order to obtain additional information. We are willing to waive the $Warranty Replacement Fee to meet with her request, but as outlined above we must first verify her account security information and shipping address. We welcome Ms*** to contact us at her earliest opportunity if further assistance is needed. On behalf of Sprint, I apologize for any inconvenience this matter may have caused Ms***. If she has questions regarding this issue she may contact me by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####, ext***. I am available Monday through Friday between 8:a.mand 4:p.m., Central Time Sincerely, Marco MExecutive Services Analyst

March 23,
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 departmentWe appreciate your assistance in bringing our customers’ Virgin Mobile USA (VMU) concerns to our attentionIn his inquiry, Mr*** indicated that he was unable to make a payment to his account in November because his paid balance would exceed $As a result of the missed payment requirement his account was closed and the paid balance was removed from the accountMr*** requested a refund of $for the paid balance reflected on his account when it was closed
We spoke with Mr*** regarding this matter on March 22, 2016, and explained that our records reflect that his VMU account was subscribed to a sales expired Pay-As-Yplan, which required a $payment every days to retain active serviceBecause VMU accounts will not allow paid balances to exceed $he was unable to remit a payment to the account to meet the day payment requirement once the balance on the account reached $As a result of the missed payment, his account was closed in accordance with the VMU Terms and Conditions and his paid balance was forfeited accordinglyUnfortunately, the balance is not refundable
In an effort to resolve this matter we agreed to activate a new account for Mr*** and restore the $paid balance to his new accountIn addition, in an effort to allow Mr*** to dissolve some of the paid balance on the account we extended his next payment requirement to March 22, He verified his satisfaction with our resolution to his concerns and verified that he as no additional concerns at this time
We regret any inconvenience this matter may have caused Mr***If he has any further questions or concerns regarding this matter he can contact me directly by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####, ext***I am available Monday through Friday from a.mto p.m., Central Time
Sincerely,
Donnetha C
Executive Services Analyst