Integrated medical

---------- Forwarded message ----------From: *** *** Date: Thu, Aug 18, 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
Close the case I will deal with them alone with the CEO of sprintthanks

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards,
*** ***

August 17, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case ***, 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. In the information provided, Mr*** stated that his Samsung Galaxy Jdevice became defective after having it active for five months. Mr*** indicated that he had been experiencing multiple problems with sending and receiving text messages on the device. Mr*** received a Samsung Galaxy JPerx device as a warranty replacement for his wife’s device, but does not feel that this device is comparable to the original deviceMr*** also stated that he has taken action to terminate his VMU account and he would like to report his poor customer service experience. Our records reflect that Mr*** contacted our Customer Care department on July 12, 2017, to report that he and his wife had been unable to send text messages to various phone numbers. Our records further reflect that troubleshooting steps were taken to resolve the concerns, but we were unable to identify any network outages in Mr***’s home service area. On July 16, 2017, our Customer Care representatives ordered Mr***’s a replacement device, the Samsung Galaxy JPerx, as this was the only comparable replacement device available. During our August 4, 2017, conversation with Ms*** ***, on behalf of Mr***, we provided the information outlined above. Ms*** expressed her concerns related to our warranty exchange process and requested to obtain a refund for her previous device purchase. We informed Ms*** that we must respectfully decline her refund request as we have confirmed that her Samsung Galaxy Jdevice has exceeded our day Satisfaction Guarantee period. Ms*** indicated that she feels that VMU should do a better job at training our employees to handle difficult customer situations. We agreed to forward Ms***’s feedback through our internal channel for process improvements. Although we regret that Ms*** disagrees with the information provided we believe that we have addressed Mr***’s concerns to the best of our ability. On behalf of Sprint, I apologize for any inconvenience this matter may have caused Mr***. If he has any further concerns regarding this matter 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, *** ** Executive Services Analyst

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]Yes, that is correct a credit to my account was issued, but I was not able to utilize that as I did change providers before I would of been charged another month service, minus the cent creditI, also purchased a case for that phone from a third partythat I have, but, can not useI do not see why I should ask the 3rd party for a refund, since they did send the correct itemThanks*** ***
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,
*** ***

[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: Company will NOT resolve issues in writing ONLY WANTS ME TO CALL AGAIN How about some proper help Virgin? Below are company email & my response 10-27-16 From: Donnetha C To: '***' Subject: RE: Sprint Executive & Regulatory Services- *** ***- Virgin Mobile- Case *** Date: Thu, Oct 27, 11:am Dear *** ***: We have attempted to contact you to discuss this matter in detailUnfortunately, we have been unable to reach youIn order to further address your account concerns, we will need to speak with you If this issue remains unresolved, please contact me by calling the Executive & Regulatory Services Department toll-free at ###-###-####, ext***I am available Monday through Friday, between 8:a.mand 4:p.m., Central Time. Sincerely, Donnetha C.Executive Services AnalystExecutive & Regulatory Services From: *** To: DonnethaC Subject: Re: Sprint Executive & Regulatory Services- *** ***- Virgin Mobile- Case *** Date: Thu, Oct 27, 2:pm There is an open Revdex.com complaint Your office is supposed to be responding to that so I can respond to thatIssue 100% UNRESOLVEDMs *** ***
Regards,
*** ***

July 28, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case ***, *** *** Virgin Mobile USA Inquiry Sprint Case *** To Whom It *** 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 attentionIn his inquiry Mr*** stated that he began having issues with his VMU device when he started receiving memory warnings that affected operations of his phone. He advised that he contacted our Customer Care department and was told to complete a factory resetMr*** advised that he explained to the representative that he did not wish to complete the factory reset. He requested that someone contact him regarding his issue with his device We regret any inconvenience that *** have occurred while Mr*** attempted to address his VMU device concerns. During our initial July 20, 2016, conversation with Mr***, he confirmed that his memory issue was corrected; however, his device does not allow him to use his “back” button, and the only way to clear the device is to turn it off and on again. To correct this issue we offered to send Mr*** a replacement VMU device. Mr*** accepted the offer and both parties agreed that Samsung Galaxy Jwould be ordered as a replacement. During a supplemental conversation with Mr*** on July 22, 2016, we assisted with activating and programming the deviceIn addition, we explained to Mr*** that if there are any difficulties with his device in the future he must follow VMU’s return/exchange policy. Mr*** had no further concerns and stated that he considers this matter resolved On behalf of Sprint, I apologize for any inconvenience Mr*** *** have experienced as a result of this matter. If we *** be of further assistance with this issue, Mr*** can contact me by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####, ext***. I am available Monday through Friday between 7:a.mand 3:p.m., Central Time Sincerely, Shannon PExecutive Services Analyst

April 13,
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 Mr***
*** to the Sprint Executive & Regulatory Services departmentWe appreciate your assistance in bringing our customer’s Virgin Mobile USA (VMU) concerns to our attentionIn his inquiry, Mr*** indicated that he was misinformed and advised not to make a payment when his paid balance reached the maximum threshold of $The missed Tresulted in his account being closed, and the paid balance of $was swept from the account in accordance with our Terms and ConditionsHe requested a refund of the paid balance reflected at the time his account was closed, or to have his services resumed and the paid balance restored to the account
During our discussion with Mr*** on April 12, 2016, we advised that he was subscribed to a sales expired Pay-As-Yplan, which required that he add at least $to his account every days to retain active servicePer the VMU Terms and Conditions, the maximum paid balance allowed on an account is $400, and once that threshold is reached no more funds can be applied to the accountDue to the misinformation Mr*** received, our records reflect that a Trequirement was missed in October 2015, resulting in the events described above
Due to any possible misunderstanding that may have occurred, we agreed establish new service for Mr*** and apply a credit to his account for $to restore his lost balanceBecause this balance is at the threshold for the maximum allowable amount he agreed to activate services on a monthly plan to use some of the balance reflected on the accountIn addition, we extended the next payment requirement to August 10, 2018, to allow him time to use the paid balance before the next payment requirementMr*** verified that the matters have been fully resolved to his satisfaction
We regret any inconvenience these matters 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,
Tekiesha H
Executive Services Analyst

January 19, 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*** indicated she was without service for approximately two weeks during December 2016, citing this was after a Sprint office located in Omaha, NE experienced an accidental fire the first week of December 2016. In addition, Ms*** indicated she finally had to purchase a new device December 31, 2016; as such she is requesting credit to offset two weeks of service charges We regret any difficulty Ms*** may have experienced with our VMU service. Our records reflect that the service address associated with his VMU account is within our coverage area, and that a single cell site in that area was experiencing issues that might have caused intermittent and temporary service issues such as she reported. Our records further reflect that the issues with the site were resolved on December 15, 2016. During our conversation with Ms*** on January 18, 2017, we provided the information detailed above. In addition, we advised that because we confirmed sporadic usage during the month of December 2016, and as demonstration of our commitment to customer service excellence, we provided a $credit to offset two weeks of service charges. We are happy to inform you that Ms*** confirmed her satisfaction with our resolution We regret any inconvenience these matters may have caused Ms***. If we can be of further assistance with these issues, 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

Complaint:
I am rejecting this response because:From: *** *** [mailto:***[email protected]] Sent: Monday, April 04, 2:PMTo: Complaints Subject: Re: You have a new message from the Revdex.com Hi My name is *** *** and I have been emailing and filing complaints with the Revdex.com The most recent was in March, it was regarding Virgin mobile about a approved top up card refund They approved it about three months ago and I just received it I m emailing the Revdex.com because I dont like the way this was handledIt became very very personal and kinda disgusting The customer representatives were terrible and mischievousI still have service with them and it has become very personal They told me , the representatives , that it was approved after repeating myself to them several times .Thereafter they did not maintain what they saidThey had me waiting over three months for something that from I understand was was suppose to take five to ten business days and then spoke to several departments regarding it I continually asked if was it was approved and they stated yes several timesIs their anyway I can give it back to them? This was horrible . *** ***
Regards,
*** ***

May 4, 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 he was removed from the Lifeline program with Assurance Wireless. He further indicated that despite submitting multiple applications he has been unable to secure an approval for services. He requested that the matter be resolved and his Lifeline services with Assurance Wireless resumed A review of this matter determined that Mr*** was removed from the Lifeline program with Assurance Wireless after it was determined that he was receiving Lifeline benefits with another provider. We assisted him with determining which provider is claiming his benefit and advised him to cancel Lifeline services with that provider. So that he may continue to use his Assurance Wireless device to make and receive calls until he is able to cancel his benefit and reapply with Assurance Wireless we provided minutes of airtime. We mailed an Assurance Wireless application to him on May 4, 2016, and he agreed to return it to our office once his existing benefit is removed 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, *** ** 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 Administratively Resolved]
Complaint: ***Mr*** and myself are rejecting this response because: The devices that *** B is offering are defective used devices that are not new with no warranty and have bad reviews and no longer in stock on their website and is being known as having battery issues and not being able to hold a chargeAll of the virgin moblie pay lo assurance wireless phones sold by sprint are all pure junk with numerous issues and sprint is the business of stealing money from its consumers on pay lo phones, on a assurance wireless goverment program that it is supposed to be a free service to people that are on disability and on welfare with free phones and they are not supposed to be charging consumers for these devices according to Ms.*** at the FTC that has a open investagation against sprint, assurance wireless, virgin moblieAlso the FCC has a open investagation# case: *** against sprint, assurance wireless, virgin moblie on this same matter that *** B has not responded tooPlease be advised that Mr.*** has no access and no use for the $credit on his account as he does not have a working phone and Money is still owed to Mr.*** for those defective phones of a total of $Mr.*** had received a email from *** B stating she was going to process the refund , and now seems to have changed her mind and we have the email as proof in this matter.Sprint has discontinued alot of their defective pay lo phones assurance wireless phones and stolen lots of money from other consumers , Dont beleive us just read the reviewsAlso Mr.*** had mailed and returned the LG Aspire and it was left in the mailbox for the mail carrier with the pre paid label as Sprint requested to have it mailed back via USPS...So sprint needs to take up their problems with USPS and not my client Mr ***Please be advised that Sprint, Assurance Wireless, Virgin Moblie is trying to hold Mr.*** hostage with this account. *** B, - Sprint , Assurance Wireless, Virgin Moblie are again advised for the 2nd time to refund $back to Mr.*** ,and Allow Mr.*** to return his defective phones Contract Kyocera , and LG Aspire that Mr.*** purchased for a total of $70.00, As the $credit is useless to Mr.*** without no access to account without a working phoneThis is our final attempt to resolve this matter with *** b - sprint ,If not resolved a civil lawsuit will be filed in civil court on behalf of Mr.***
Regards,
***/ ***

January 23, 2017       Revdex.com 8080 Ward Parkway, Suite 401 Kansas City, MO  64114   Re:  Revdex.com File [redacted]       Virgin Mobile USA Inquiry        Sprint Case [redacted]...

                      To Whom It May Concern:   Sprint is in receipt of the above-referenced inquiry of Mr. [redacted] regarding our Virgin Mobile USA product. In his complaint, Mr. [redacted] advised that he has a paid balance of $393.98 on his VMU account and the VMU Customer Care department informed him he could not make an additional payment towards his account to maintain his service. As such, he requested a refund.   Our records reflect Mr. [redacted] subscribed to a grandfathered Pay-As-You-Go rate plan of 20 cents per minute.  This service plan requires a $20 payment be made every 90 days or a $10 payment every 45 days in order to maintain active services.  Our records further reflect that his balance almost reached the account limit of $400, prohibiting him from making a payment in accordance with his service plan requirements by April 10, 2015, and as a result his balance was expired on June 10, 2015, and his account was terminated.   During our January 11, 2017, discussion with Mr. [redacted], we provided the information outlined above.  In addition, we explained that our Virgin Mobile Terms and Conditions explain that payments remitted to VMU for services are non-refundable.  As such, we outlined that we are unable to identify any error on the part of VMU regarding this billing concern.    As a courtesy, we offered to establish a new VMU account, restore the $394 to his available account balance and extend his next payment due date to January 11, 2018.  In addition, we offered to allow Mr. [redacted] to complete a balance transfer to a friend or family member’s Sprint, Boost Mobile or VMU account.  Mr. [redacted] can contact us by February 23, 2017 if he would like to take advantage of the extended offers.   On behalf of Sprint, I regret any inconvenience Mr. [redacted] 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. [redacted]. I am available Monday through Friday from 8 a.m. to 5 p.m. Central Time.    Sincerely,   La Taushia L. Executive Services Analyst

June 14, 2016   Revdex.com 8080 Ward Parkway, Suite 401 Kansas City, MO  64114   Re:  Revdex.com Case [redacted]        Virgin Mobile USA Inquiry        Sprint Case [redacted]   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. [redacted] indicated that he purchased a device and service, but was unable to make or receive calls.  He requested that he be provided with a refund of $40 for services he paid for, but could not use.   We spoke with Mr. [redacted] regarding this matter on June 10, 2016, and advised that we would submit a refund request for $40 due to the service issues he experienced.  During a follow-up discussion with him on June 13, 2016, he verified his satisfaction with the resolution to his concerns and verified that he has no additional concerns at this time.   We regret any inconvenience this matter may have caused Mr. [redacted].  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. [redacted].  I am available Monday through Friday from 8:30 a.m. to 4:30 p.m., Central Time.   Sincerely,   [redacted] C. Executive Services Analyst

Complaint: [redacted]
I am rejecting this response because:
Since "Black Friday" I have had 3 LG tribute 2 all from [redacted]. I've had problems with apps not updating, not getting updates at all of any kind, constant drops in calls or not receiving calls, no service, non-working internet,etc
I would like the service fixed or a working device. They have already said they believe the device doesn't work in my area but yet they will not replace it with another device. I need working service not a phone I paided for that doesn't work

I am completely satisfied with outcome with sprint.  they were efficient and thorough in handling my complaintthank you,[redacted]

June 6, 2017   Revdex.com 8080 Ward Parkway, Suite 401 Kansas City, MO  64114   Re:  Revdex.com File [redacted]       Virgin Mobile USA Inquiry        Sprint Case [redacted]...

                         To Whom It May Concern:    Sprint is in receipt of the above-referenced inquiry of Ms. [redacted] regarding our Virgin Mobile USA (VMU) product. In her complaint, Ms. [redacted] indicated she purchased a device from VMU and spent two weeks attempting to activate it, without success. She stated she was told she would not receive a refund because she was outside the return policy.  As such, she requested to return the equipment for a refund.   During our conversation with Ms. [redacted] on May 19, 2017, we informed her that she can send the equipment back to our warehouse for a full refund. We sent her an RMA kit, and our records support that the device was returned to our warehouse and validated as returned on June 2, 2017. A refund in the amount of $84.23 was returned to credit card ending in [redacted]. During our follow up conversation with Ms. [redacted] on June 6, 2017, she confirmed she received the refund and confirmed her satisfaction with the resolution provided.    On behalf of Sprint, I regret any inconvenience Ms. [redacted], may have experienced as result of this matter.  If she has any additional questions regarding this is[redacted], he can contact me by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####, ext. [redacted]. I am available Monday through Friday from 8 a.m. to 5 p.m. Central Time.    Sincerely,   La Taushia L. Executive Services Analyst

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sprint agreed to credit me with the amount of the refund that I requested. The company representative who contacted me after I filed a Revdex.com complaint was well informed, courteous, and helpful. I would only suggest to Sprint that the underlying problem that led to my initial complaint was the inadequate training of the other four or five company representatives to whom I spoke in my earlier calls. None of them was properly informed of the company policy regarding refunds, and all of them gave me incorrect information, much of it self-contradictory. Furthermore none of them took the time to read the case notes in the computer file thoroughly, which would have eliminated a great deal of confusion and spared a great deal of wasted time. An investment in better employee training would prevent the kind of problem I had from occurring again. I'm certainly grateful that it was finally resolved.Thank you,

[redacted]

[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 [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]

February 9, 2016
[redacted]
Revdex.com
8080 Ward Parkway, Suite 401
Kansas City, MO 64114

Re: Revdex.com File [redacted]
Virgin Mobile USA Inquiry
Sprint Case [redacted]

Dear Ms. [redacted]:
Sprint is in receipt of the...

above-referenced inquiry of Ms. [redacted] regarding our Virgin Mobile USA (VMU) product. In her complaint, Ms. [redacted] indicated that she purchased the unlimited talk, text and data services, but gets charged extra for data, citing that it is a recurring charge each month. She explains that she pays her monthly bill and gets charged extra for data. She disputed having paid over $140 for both November and December and it should only be $40. She requested the extra data charges to be applied to her monthly service bill and to restore her services.

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. [redacted] 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.
Based on our initial review of Ms. [redacted]’s VMU account, we confirmed that her service plan is billing correctly. As a result, we attempted to contact Ms. [redacted] on January 20, 21, and 22, 2016, at (xxx) xxx-[redacted] and via e-mail to discuss this matter in detail; however, we have been unable to reach her. In addition, we also sent her a letter via the U.S. Postal Service asking her to contact us directly. We invite Ms. [redacted] to contact our office, if her concerns remain unresolved.

On behalf of Sprint, I regret any inconvenience Ms. [redacted] may have experienced as result of this matter. If she has questions regarding these matters, she can contact me directly by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####, extension [redacted]. I am available Monday through Friday from 9:30 a.m. to 6:30 p.m., Central Time.

Sincerely,
Donnetha C.
Donnetha C.
Executive Services Analyst

April 27, 2016     Revdex.com 8080 Ward Parkway, Suite 401 Kansas City, MO  64114   Re:  Revdex.com Case [redacted]        Virgin Mobile USA Inquiry        Sprint Case [redacted]   To whom it may...

concern:   Sprint is in receipt of the above-referenced inquiry of Ms. [redacted] regarding our Virgin Mobile USA (VMU) product.  We appreciate your assistance in bringing our customers’ concerns to our attention.  In her inquiry, Ms. [redacted] expressed her concern with a VMU account being established with her name and e-mail address, citing that our Customer Care representatives refused to terminate the account. As a result, she requested that VMU close the account.   During our April 18, 2016, conversation, with Ms. [redacted], she stated that our VMU Customer Care representatives were unwilling to cancel the VMU account that has her name and e-mail address because she is unable to authenticate the account. At that time, we informed Ms. [redacted] that we are 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. As such, we respectfully declined her requested to terminate service on the VMU account in question.  However, after we received an e-mail from Ms. [redacted] confirming that the e-mail address on the account belonged to her, we agreed to remove her e-mail address from the account to prevent her from receiving future updates regarding the account.  Ms. [redacted] expressed her understanding of our authentication policy and confirmed that she has no additional concerns at this time.   On behalf of Sprint, I apologize for any inconvenience this matter may have caused Ms. [redacted].  If she has questions regarding this issue he may contact me by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####, ext. [redacted].  I am available Monday through Friday between 8 a.m. and 4:30 p.m., Central Time.       Sincerely,   Kendra [redacted] Executive Services Analyst