Integrated medical

February 16, 2017       Revdex.com 8080 Ward Parkway, Suite 401 Kansas City, MO  64114   Re:  Revdex.com File [redacted]  [redacted]        Assurance Wireless Inquiry          ...

Sprint Case [redacted]              To Whom It May Concern:   Sprint is in receipt of the complaint referenced above, filed by Ms. [redacted] regarding our Assurance Wireless product.  In her complaint, Ms. [redacted] stated she applied for our Assurance Wireless Lifeline program and was denied even though she is eligible for the service.  Ms. [redacted] stated she was informed she has a Lifeline account with another provider, but claims that is not true.  She advised that she previously had services with Assurance Wireless, but she is not a current customer.  As such, she requested assistance with re-establishing her Lifeline benefit with Assurance Wireless.    In review of our records, we determined that we received three applications for Ms. [redacted], but they were denied for service because she has already been approved with another Lifeline carrier within the past 365 days.  In addition, our records support we received an application from Ms. [redacted] on February 6, 2017, and it is pending an address review with NLAD.  NLAD was created to help carriers identify and resolve duplicate claims for Lifeline Program supported service and prevent duplicate accounts from be created.  Carriers are able to check to determine if a consumer is already receiving a Lifeline Program-supported service.     Our records support that Ms. [redacted] has been an Assurance Wireless customer since August 30, 2011, but canceled service February 3, 2017, once she transferred to another Lifeline provider through NLAD.  During our discussion with Ms. [redacted] on February 6, 2017, we explained the above information and informed her we would reach out to NLAD on her behalf regarding her denial of service.   Starting December 2, 2016, Lifeline customers will be required to remain with their service provider for a minimum period before they can transfer their benefit to another provider.  This is called a benefit port freeze and allows Lifeline carriers to invest in high-quality, low-cost service offerings for Lifeline consumers.  For voice services, customers must remain with their service provider for sixty (60) days before transferring their benefit to another company.  Broadband customers must remain for twelve (12) months.  During the benefit port freeze, other Lifeline Program providers are forbidden from seeking/receiving Lifeline reimbursement for the customer.  After the benefit port freeze period expires, the customer may continue using the Lifeline benefit on a month-to-month basis or transfer their benefit to another provider.  If the customer switches their Lifeline benefit to a different provider, another benefit port freeze period begins with the new provider.   On February 2, 2017, NLAD confirmed their records support that Ms. [redacted] enrolled with another carrier in early February, 2017.  For specific information she will need to contact them directly at [redacted], option 1 for assistance.   Based on the information outlined above, we are unable to identify any error on the part of Assurance Wireless regarding this concern.  We attempted to follow up with Ms. [redacted] on February 10, 13 and 14, 2017, at phone number ending with [redacted] and via e-mail.  Unfortunately, we have not received a return call from Ms. [redacted].  We welcome her to contact us at her earliest opportunity for further assistance, if needed.   On behalf of Sprint, I apologize for any inconvenience Ms. [redacted] experienced regarding this matter.  If she has any additional questions regarding this issue she can contact me by calling the Sprint Executive & Regulatory Services department toll-free at [redacted] ext. [redacted].  I am available Monday through Friday from 8 a.m. to 5 p.m. Central Time.    Sincerely,   [redacted] Executive Services Analyst

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered]
Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted]

December 6, 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] indicated she recently chose to cancel her services due to issues with her device and service.  She advised that she remitted a payment for services from November 17, 2016, through December 16, 2016, but canceled services on November 23, 2016.  She requested a partial refund for the number of days she did not use services.    Our records reflect that Ms. [redacted] remitted a $40 payment on November 17, 2016, and cancelled services on November 23, 2016.  Our records further reflect that Ms. [redacted] contacted our Customer Care department on November 30, 2016, and requested partial refund.  Her refund request was denied in accordance with the VMU Terms and Conditions, which 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.   During our conversation with Ms. [redacted] on December 6, 2016, we provided the information detailed above.  However, due to no usage after her payment was posted to her account, and as a demonstration of our commitment to customer service excellence, we processed refund request of $40 to the credit card used to make the payment.  We are happy to inform you that the refund was approved and processed to her credit card on December 3, 2016.  Ms. [redacted] confirmed her satisfaction with our resolution.   We regret any inconvenience this matter may have caused Ms. [redacted].  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. [redacted].  I am available Monday through Friday between 7:30 a.m. and 3:30 p.m., Central Time.   Sincerely,   Veronica B. 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.
Regards,
[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]

Sprint is in receipt of the above-referenced inquiry of Ms. [redacted] regarding our Assurance Wireless product. We appreciate your assistance in bringing our customers’ concerns to our attention. According to the information provided, Ms. [redacted] is attempting to restore her Assurance Wireless...

services, citing that she was advised she already has service and her service was turned off. She would also like to retain the same phone number. On behalf of Sprint, I apologize for any inconvenience this matter may have caused Ms. [redacted].
Our records reflect that Ms. [redacted] was originally approved for Assurance Wireless Lifeline service on December 2, 2013. However, on April 9, 2015, NLAD identified that Ms. [redacted] had a duplicate lifeline account, which resulted in her lifeline approval being removed from her Assurance Wireless account on June 14, 2015. The National Lifeline Accountability Database (NLAD) was created to help carriers identify and resolve duplicate claims for Lifeline Program-supported service and prevent duplicate accounts from being created. Carriers are able to check to determine if a consumer is already receiving a Lifeline Program-supported service.
Ms. [redacted] submitted a new application for service on June 22, 2015, which was denied due to her application missing required documentation. An additional application was provided dated on July 6, 2015, which resulted in a new Lifeline account, which was established on July 29, 2015.
During our conversation with Ms. [redacted] on July 30, 2015, we confirmed that she has been approved for Assurance Wireless services with a new number and a new device. We invited her to contact our office upon her receiving the new phone so that we can migrate her former mobile ###-###-#### to her new account. She agreed to follow-up with our office.
In the interim, if you have questions regarding these matters, you or she can contact me directly at ###-###-#### or by calling Sprint Executive & Regulatory Services department toll-free at ###-###-####. I am available Monday through Friday from 7:30 a.m. to 4:30 p.m., Central Time.
Sincerely,
Marco M
Executive Service Analyst

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered]
Complaint: [redacted]
I am rejecting this response because:SPRINT CONACT:  [redacted] (Executive Analyst)RECEIVED VIA EMAIL:  4:27PM CST: Mon, Mar 7, 2016 12:05 pm. This is the only written response received from Sprint. Likewise, I was shocked to learn that the Revdex.com had closed this valid complaint.Please refer to initial Revdex.com complaint. Companies:Assurance Wireless, Sprint and Virgin Mobile. Assurance Wireless is a federal Lifeline Assistance program brought to you by Virgin Mobile. Lifeline is a government benefit program supported by the federal Universal Service Fund.Sprint: We appreciate your assistance in bringing our customers’ concerns to our attention.Qualified Customer: This is statement is untrue.  Based on the facts, Assurance Wireless is not committed to ensure my total satisfaction with its products and services and sales procedures in an ethical and honest manner.  I have made “good faith” and numerous attempts for appropriate resolution of Sprint and Assurance wireless Breach of Contract (including false advertisement) to no avail.  This company neglects to tell the whole and full truth. It only cites a couple of phone calls (December 6, 2015, December 8, 2015). It neglects to tell you that Assurance Wireless informed me that I must contact them from a landline phone. This posed an undue hardship. I was forced to request manager since the Verizon rep was rude and devaluing, [redacted]. Executive Services AnalystSprint: Our records reflect that Ms. [redacted] remitted a $30 Top-Up card on December 6, 2015, and purchased the $30 Unlimited Talk, Text and Web.Sprint:  She redeemed the Top-Up card, but the unlimited optional add-on was not added.Qualified Customer:  Business statements assertions/allegations are false.This was not a prepaid top up card. This $30.00 card (without tax) advertised Unlimited Talk, Unlimited Text and Unlimited Web.  It was not an add on service. Moreover, these services are not optional. It is promised a disclaimer or limitations of use (Unlimited web access is available on Android phone). No disclaimer of use was stated.  On Dec 06, 2015, Assurance wireless representative added all services and confirmed use. The Unlimited Service with its serial number has been provided along with its receipt number.Assurance wireless phone have limited processors, which is well known by the companies. Samsung Montage 480MHz, [redacted], Qualcomm. LG Aspire: 480 MHz Qualcomm QSC6155. The same unresolved problem exists, no Unlimited Internet Access. Sprint analyst confirmed that is the problem.This company willing Breached the Contact. It did not put customers on notice that a processor higher than 480 MHz was required.Sprint:  Customers who have purchased an add-on will receive an automatic renewal of the chosen add-on as long as they have a paid balance sufficient to cover the cost of the add-on when their new month starts.Sprint:  Therefore, the customer would need to notify our Assurance Wireless representatives to expire the add-on by the end of their billing cycle to avoid automatic renewalQualified Customer:  This is not true. The assurance representative assured me that I would return to the free service the next month, if I so desired.  Prior notification is not required. Has this policy changed, if so when were qualified customers going to be notified?Sprint:  During our February 3, 2016, discussion with Ms. [redacted], we explained the information outlined above.Qualified Customer:  This is not true. I have never spoken to [redacted].  However, I did briefly speak to [redacted] in early January 2016. Her unprofessional behavior and attitude quickly lead to my request to speak a supervisor, Steven of Sprint. Sprint:  We regret any possible misunderstanding that may have occurred regarding our refund policyQualified Customer:   No. This is a willful and material Breach of Contract, including false advertising. Sprint:  The Unlimited add-on became effective February 3, 2016, and in addition, we applied a one-time credit of $30 to her account.Qualified Customer:   This is not true. Again there is no add-on. It’s the company’s way to “wiggle out of a valid contact.” I immediately reported to Steven that the refurbished LG Aspire did not allow Unlimited Internet access as this was part of the contact. This is essential breach. I would not have purchased the Unlimited plan (voice, text and Internet) without this written promise. Sprint:  Ms. [redacted] confirmed that we have fully addressed this matter and resolved her concerns.Qualified Customer:   I never said or implied this. I am shocked, annoyed and dismayed with the false allegations made. On 4 March, I informed Steven that I did not want Unlimited voice minutes. I indicated that I wanted two months of Unlimited Voice, Unlimited Text and Unlimited Data later -- in hopes qualified residents of [redacted] would receive Android phone. He agreed.  Is this now a problem? If not, I want this is agreement in writing by a senior manager/supervisor (who has authority to do so) and placed on company letter head.  Note: Upon written verification, I accept the one-time credit of $30 applied to my account. I expect three full months of Unlimited Voice, Unlimited Text and Unlimited Data applied to account shortly. These companies are enjoying government benefits, but failing to provide promised services. I have lost employment, because I am unable to return phone contacts from employers and/or potential employers.   This is unacceptable. I want to contribute meaningfully to society in a meaningful way but these companies are an unnecessary hindrance.Please reopen my case. I am not satisfied. This company has deliberately breached our contact solely for financial gain. Just because I have limited means at the moment does not mean that we should be subjected to unequal treatment. Don't you agree? Please do the right thing.
Regards,
[redacted]

July 19, 2016   Revdex.com 8080 Ward Parkway, Suite 401 Kansas City, MO  64114   Re:  Revdex.com Case [redacted] - [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.  According to the information provided, Ms. [redacted] has requested clarification regarding VMU unlocking policies regarding an iPhone 5C device purchased on July 1, 2014, and activated on a VMU account.  Ms. [redacted] has indicated that she would like the device in question unlocked. Unlocking a device is a general term that refers to one or more types of device unlocking. MSL unlocking refers to providing an MSL code in order to disable software that sets device parameters and prevents the device from activation on a different network. Unlocking also refers to enabling the SIM slot of your device to allow you to insert another carrier’s SIM card (either domestically or internationally.)  Unlocking a device will not necessarily make a device interoperable with another carrier’s network. In other words, a device designed for one network is not made technologically compatible with another network merely by unlocking it.  Additionally, unlocking a device may enable some functionality of the device but not all (e.g., an unlocked device may support voice services but not data services when activated on a different network).  VMU will unlock a device unlock under the following circumstances: The device has not been reported as lost or stolen or otherwise flagged as ineligible to be unlocked. The device has been active on the associated account for at least 12 months with the account active during that time. We have confirmed that Ms. [redacted]’ iPhone 5C associated with phone number ending in [redacted] is eligible for unlocking, and that the SIM Unlock code was transmitted to the iPhone 5C.  She verified by e-mail on July 15, 2016, that the matter has been resolved. On behalf of Sprint, I apologize for any inconvenience this matter may have caused.  If we can be of further assistance with this matter, Ms. [redacted] can 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 O. Executive Services Analyst

April 12, 2016
Revdex.com
8080 Ward Parkway, Suite 401
Kansas City, MO 64114
Re: Revdex.com Case [redacted], [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]...

[redacted] regarding our Virgin Mobile USA (VMU) product. We appreciate your assistance in bringing our customers’ concerns to our attention. In the information provided, Ms. [redacted] stated that she remitted her monthly payment on February 4, 2016, citing that her payment was duplicated. She disputed the charge with her credit card and the duplicate charge of $44.79 was refunded. She remitted her monthly service payment on March 4, 2016, and VMU interrupted her phone for non-payment without any warning on March 12, 2016. She was advised by VMU that she had to remit another payment for $44.79 and she would be refunded in 7 to 10 business days. Therefore, on March 13, 2016, she remitted a service payment of $44.79 with the guarantee that she would be refunded 7 to 10 business days later. It has been 20 days and she has yet to receive a refund. She requested a refund of $44.79 to be refunded back to her immediately. On behalf of Sprint, I apologize for any inconvenience Ms. [redacted] may have experienced as a result of this issue.
Our records reflect that Sprint received a chargeback on March 12, 2016, from Ms. [redacted]’s financial institution for a payment that she processed on February 3, 2016, in the amount of $44.79. As a result, her account was interrupted. On March 13, 2016, Ms. [redacted] remitted a service payment of $44.79 with our Customer Care department in order to resolve the chargeback, thus restoring her account.
During our April 11, 2016, conversation with Ms. [redacted] we explained the information outlined above. Based on the information detailed above, we are unable to identify any error on the part of VMU in this matter. Although we regret any delay in providing her refund back to her credit card, as a goodwill gesture we applied one-time credit of $40 in addition to restoring her duplicate payment as a credit to her account instead of refunding the duplicate payment back to her credit card. We are pleased to inform that we have fully addressed and resolved Ms. [redacted] refund concerns.
If you or Ms. [redacted] has any questions regarding these concerns, she can contact me directly by calling Sprint Executive & Regulatory Services department toll-free at ###-###-####. I am available Monday through Friday from 9:30 a.m. to 5:30 p.m., Central Time.
Sincerely,
Donnetha C.
Executive Service Analyst

July 31, 2017   Revdex.com 8080 Ward Parkway, Suite 401 Kansas City, MO  64114   Re:  Revdex.com Case [redacted], Mr. [redacted]        Assurance Wireless Inquiry        Sprint Case [redacted]   To Whom It May...

Concern:   Sprint is in receipt of the above-referenced complaint of Mr. [redacted] regarding our Assurance Wireless product.  In the information provided, Mr. [redacted] stated that he received his ZTE Quest device in March 2017, and immediately noticed multiple issues with the device.  Mr. [redacted] indicated that not having a working device has prevented him from making important phone calls.  He requested that his ZTE Quest be fixed or replaced immediately. We regret any delay Mr. [redacted] may have experienced while attempting to resolve his device related concerns.  Our records reflect that Mr. [redacted] contacted our Customer Care department on April 10, and May 4, 2017, to report issues with his device.  We confirmed that due to Mr. [redacted] not having access to an alternate device we were unable to complete troubleshooting steps to resolve his device concerns.   During our July 14, 2017, conversation with Mr. [redacted] we provided the information outlined above.  We informed Mr. [redacted] that we would send him a warranty replacement device immediately.  We confirmed that this device was delivered to Mr. [redacted]’s billing address on July 17, 2017.  Unfortunately, our subsequent attempts to contact Mr. [redacted] on July 19, 21, and 25, 2017, to confirm if he received his replacement device were not successful.  However, we believe that we have addressed his device related concerns to the best of our ability.  We invite Mr. [redacted] to contact our office should he have any additional concerns regarding this matter.    On behalf of Sprint, I apologize for any inconvenience this matter may have caused Mr. [redacted].  If he has any further concerns regarding this matter he can contact me by calling the Sprint Executive & Regulatory Services department toll-free at [redacted], ext. [redacted].  I am available Monday through Friday from 8 a.m. to 5 p.m., Central Time.   Sincerely, [redacted]. Executive Services Analyst

July 26, 2016   Revdex.com 8080 Ward Parkway, Suite 401 Kansas City, MO  64114   Re:  Revdex.com Case [redacted], [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 his LG device ran out of storage space.  He was advised by our Customer Care department to complete a Master Reset to clear the data from the device and restore it to factory defaults.  After completing the Master Reset he experienced issues with downloading ringtones, and then the same issue reoccurred where he was out of storage space.  Upon contacting our Customer Care department once again he was advised that the issue is device related, and was referred to the manufacturer for assistance.  He requested that he be provided with a working device and credit for the time he was negatively impacted by these issues.   We spoke with Mr. [redacted] regarding these matters on July 21, 2016, and explained that due to our long standing business relationship we would send him an LG Tribute 5 device and return label to return the defective device.  During a follow-up discussion with him on July 25, 2016, we verified that he has received and activated his new device, and that he has returned the defective device.  As such, he has no further concerns at this time.   We regret any inconvenience these matters may have caused Mr. [redacted].  If he has any further questions or concerns regarding these matters he can contact me directly by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####, ext. [redacted].  I am available Monday through Friday from 8:30 a.m. to 4:30 p.m., Central Time.   Sincerely,   Donnetha C. Executive Services Analyst

January 18, 2017     Revdex.com 8080 Ward Parkway, Suite 401 Kansas City, MO  64114   Re:  Revdex.com Case [redacted], [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] stated that she has not had service for one month due to maintenance being performed on the towers in her service area.  As such, she requested a refund for the service.   Our records reflect that the service address provided by Ms. [redacted] is within our coverage area; however, it is important to note that we are unable to guarantee coverage at any location at all times.  Certain areas may have limited or no coverage depending on various factors such as terrain, foliage, and buildings, which may affect actual coverage in a particular area even when estimated to be within, best coverage.  Ms. [redacted]’s reported issues appear to be related to a technical issue with the cell site serving the area in question; however, we do not have an estimated time of repair for the open ticket.  Our records further reflect that Ms. [redacted] contacted our Customer Care department on December 7, 2016, and she was provided the information outlined above.  Ms. [redacted] contacted our Customer Care department again on December 30, 2016, and stated that her device was not working properly after she reset her device.  As such, a replacement device was ordered for Ms. [redacted] on that date and credit was applied to her account in the amount of $55 to offset the days that she has experienced difficulties using her service. In addition, Ms. [redacted] activated her replacement device on January 4, 2017.   During our January 12, 2016, conversation with Ms. [redacted], she agreed to monitor her service over the next month to determine if there are any improvements in her service.  Ms. [redacted] further agreed to work with our office directly in order to address her coverage concerns should they continue.   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

July 25, 2016   Revdex.com 8080 Ward Parkway, Suite 401 Kansas City, MO  64114   Re:  Revdex.com Case [redacted], [redacted]        Virgin Mobile Custom 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 Custom (VMC) concerns to our attention.  In his inquiry, Mr. [redacted] indicated that he purchased a VMC device, but returned the product after just two days.  He further advised that the credit card associated with the account for automatic payments continued to be billed, although the service was not being used and he had requested that the account be closed.  Upon contacting VMC to request a refund of the charges dating back to October 2015 he was advised that we were only able to refund the last six months of payments, totaling $263.82.  He requested that the remaining payments also be refunded.   During our initial discussion with Ms. [redacted] on July 11, 2016, we explained that because our payment records only reflect the last six months for the VMC product we are unable to issue any additional refunds.  In an effort to resolve the matter we agreed to apply a credit equivalent to the remaining $213.67 in dispute to a Sprint branded account.  Upon Ms. [redacted]’s acceptance, a credit in the amount of $213.67 was applied to her Sprint account with phone number ending in 1053.  She expressed her satisfaction with our handling and advised that she has no additional concerns at this time.   We regret any inconvenience this matter may have caused Mr. and Ms. [redacted].  If they have any further questions or concerns regarding this matter they can contact me directly by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####, ext. [redacted].  I am available Monday through Friday from 7:30 a.m. to 3:30 p.m., Central Time.   Sincerely,   Tekiesha 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 response. If no reason is received your complaint will be closed as Assumed Answered]I reject the business' response because they admit to a service outage but continue to down play it. Furthermore they still haven't resolved or corrected the outage which is now ongoing over 2 months now,going on a third month. This might be a record for the longest service outage. As a result I switched to a new company,and they are aware of this. So offering to credit any Sprint or virgin mobile account knowing that I switched to a new company as a result of this ongoing outage is redundant.  Furthermore they claim that because my phone worked for a day or two briefly,and I was able to call Customer service so they could troubleshoot my phone,that now I'm not entitled to a refund. When I did call for several weeks they did not even acknowledge the service outage, or service issues,but rather tried convincing me that my phone was broken and they kept encouraging me to buy a new Sprint or virgin mobile phone,this after they were aware my phone picked up full bars and I was able to place 2 Emergency calls (911). I use my phone for work and lost a lot of work as a result of the service outage. I still want a refund. In fact,because of the hard time they gave me and the poor customer service and scam to get people to buy new phones,not only do I want a $30 refund for my last monthly service plan purchase,but I would also like a refund for the LG Optimus V that I purchased from them.
Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted]

December 22, 2015
[redacted]
Revdex.com
8080 Ward Parkway, Suite 401
Kansas City, MO 64114
Re: Revdex.com Case [redacted]
Virgin Mobile USA Inquiry
Sprint Case [redacted]
Dear Ms. [redacted]:
Thank you for forwarding the above-referenced inquiry to the...

Sprint Executive & Regulatory Services department. We appreciate your assistance in bringing our customers’ Virgin Mobile USA (VMU) concerns to our attention. In her inquiry, Ms. [redacted] indicated that since activating a new LG Tribute 2 device she has experienced issues with voice and data services. She requested either a refund of her service charges or for the issue to be resolved.
A review of this matter determined that beginning December 9, 2015, upgrade maintenance to the cell site servicing Ms. [redacted]’s home address began. We are currently in the process of implementing significant upgrades to increase our network efficiency and improve our customers’ wireless experience with coverage, call quality, and data speeds. We expect those upgrades to result in a superior network and enhanced wireless communication experience for our customers. However, some customers may notice occasional and temporary service issues during the transition process. Our technical teams are continually monitoring the effect those changes may have to our customers and are striving to reduce any negative impact. As a courtesy, we applied a credit of $35 to Ms. [redacted]’s account to offset one month of service charges. She thanked us for the information we provided and confirmed that she considers our response to this concern satisfactory.
We regret any inconvenience this matter may have caused Ms. [redacted]. If you have any further questions or concerns regarding this matter, you or she can contact me directly by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####, ext. [redacted]. I am available Monday through Friday from 7 a.m. to 4 p.m., Central Time.
Sincerely,
Tekiesha H.
Executive Services Analyst

March 18, 2016
Revdex.com
8080 Ward Parkway, Suite 401
Kansas City, MO 64114
Re: Revdex.com Case [redacted], [redacted]
Virgin Mobile USA Inquiry
Sprint Case [redacted]
To Whom It May Concern:
Thank you for forwarding the above-referenced inquiry of Ms. [redacted]...

[redacted] 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. [redacted] indicated that she is experiencing issues with her VMU data services. She further advised that despite numerous attempts to address the concerns with our Customer Service department, the issues remain unresolved. She requested a credit for one month of service charges and for the issues with her data services to be addressed.
We spoke with Ms. [redacted] regarding this concern on March 16, 2016, and advised that we would research this matter further and follow up with her. In addition, at that time we provided a credit to her account for $35 to cover one month of service charges. During a follow up discussion with her on March 17, 2016, while completing further troubleshooting it was determined that while indoors at her home Ms. [redacted] has a better user experience when she disables LTE and uses 3g data. We educated her that she may turn LTE on when she leaves her home, but that due to factors beyond our control, 3g data will work better for her at the problem location. She expressed her understanding and advised that her concerns have been addressed to her satisfaction.

We regret any inconvenience this matter may have caused Ms. [redacted]. 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. [redacted]. I am available Monday through Friday from 10 a.m. to 7 p.m., Central Time.
Sincerely,
Chris 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 response. If no reason is received your complaint will be closed as Assumed Answered]
Complaint: [redacted]
I am rejecting this response because:  Once more Virgin Mobile shuns their responsibilities in dealing with the truth of the matter.  Once more they simply cover up what the exact problem is by using their scripted responses that are designed to not address the true nature of the situation.   Once more they fail to correct the problem, they know they have, and have inflicted upon their customers.Of course I reject their endless stalling, their endless loop of nothing, designed to fix nothing and help no one.They know they took money from me without giving me the adequate service that money paid for.  They know why it happened.  If they can't understand the written english word, what is speaking about it over the phone going to do to fix the problem?  I detailed everything on paper, but they want to 'talk about it' off line and off the record.[redacted]!  This is just another tactic they are pulling so they don't have to be accountable for lousy service.  REJECTED!
Regards,
[redacted]

September 28, 2016   Revdex.com 8080 Ward Parkway, Suite 401 Kansas City, MO  64114   Re:  Revdex.com Case [redacted], [redacted]        Virgin Mobile USA Inquiry        Sprint Case [redacted]   To Whom It May...

Concern:   Thank you for forwarding the above-referenced inquiry of Mr. [redacted] 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 his inquiry, Mr. [redacted] indicated that when he contacted our Customer Care department in May 2016 to resolve an issue with his device he was required to upgrade his price plan to a plan that includes 4G data service.  Because he has not received 4G service since the plan change he requested a refund for the difference in cost of the plan totaling $50 for the last five months.   During our discussion with Ms. Joanne [redacted], on behalf of Mr. [redacted], on September 28, 2016, we explained that after researching the matter we determined that Mr. [redacted] was required to change his plan in May 2016 after his device was switched to the iPhone that is currently active on the account.  This change was necessary because this device was not supported by his former service plan.  Due to any possible misunderstanding that may have occurred we agreed to apply a credit to Mr. [redacted]’ VMU account for $50.  In addition, we explained that 4G service is not currently available in the customer’s home usage area.  Ms. [redacted] expressed her understanding and verified that the matter has been resolved.   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 7:30 a.m. to 3:30 p.m., Central Time.   Sincerely,   TekieshaH. Executive Services Analyst

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. I received a check for $250.00 on 7/6/2017.  Thanks for your help.  Suzanne

March 2, 2016
Revdex.com
8080 Ward Parkway, Suite 401
Kansas City, MO 64114
Re: Revdex.com Case [redacted], [redacted]-Rebuttal
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 and regret the circumstances that led to her contacting your office again. In her most recent inquiry Ms. [redacted] stated that her replacement device has the same issues as her original device. She further stated that people advise her that they have sent texts to her, but she never receives them or the text will not download completely. As a result, she requested a refund for the phone or an exchange of her current device.
Our records reflect that Ms. [redacted] activated a new LG device on her account on January 14, 2016, and she contacted our Customer Care representatives on January 15, 2016, and advised that her recently purchased device was malfunctioning. As a result, an order for a replacement device was submitted on that date. Our records further reflect that the replacement device was delivered to Ms. [redacted] on January 20, 2016, but she did not request to activate the device until January 27, 2016. In addition, Ms. [redacted] contacted our Customer Care representatives on February 2, 2016, stating that her replacement device was not working properly and requested a refund. At 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 23, 2016, conversation with Ms. [redacted], we provided the information outlined above. At that time, Ms. [redacted] requested that we exchange her current device for a new device in a different model. We agreed to exchange her device for a different model, but Ms. [redacted] stated that she needed more time to review her options, and she would contact our office after her review. During a follow up call from Ms. [redacted], she requested to pay the difference of the price of a different model device than what we were going to replace to resolve her device concerns. At that time we agreed, but Ms. [redacted] was traveling and she requested to call our office on Monday February 29, 2016, to place the order.
We received a subsequent call from Ms. [redacted] on March 1, 2016; indicating that she would like to purchase the Apple iPhone 5S, which costs $200 more than the device offered. We explained that once Ms. [redacted] purchases the Apple iPhone 5S and activates on her account, as a one-time courtesy, we agreed to credit her or her daughter’s account with the $200 difference. Ms. [redacted] has our direct contact information to notify our office of the purchase. As such, we believe this matter has been fully addressed.
On behalf of Sprint, I apologize for any inconvenience Ms. [redacted] may have experienced as a result of this matter. If we may be of further assistance with this issue, you can contact me by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####, ext. [redacted]. I am available Monday through Friday between 8:30 a.m. and 4:30 p.m., Central Time.

Sincerely,
Shannon P.
Executive Services Analyst