Integrated medical

[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 again, [redacted] from Sprint called me to repeat what he said before.  He said my only resolve is to sue Sprint and then perhaps a judge will force them to release the name of the Sprint/Virgin Mobile USA customer that illegally obtained my debit card information and opened a cellular account.  As previously explained, I am a 100% disabled veteran who lives on a disability payment for me and my wife, and I can't afford to hire an attorney to learn who their Sprint/Virgin Mobile USA customer is that stole my card information, and who opened an cellular phone account with their companies.Sprint/Virgin Mobile USA may be comfortable in the manner in which they select to protect their customers who unlawfully obtain banking information to open accounts with Sprint/Virgin Mobile USA.  I am not, especially when their customer stole from my wife and I in order to do so.I will also contact the Federal Bureau of Investigation and Federal Communications Commission, perhaps they have the means to effect an investigation as to why Sprint/Virgin Mobile USA continues to protect customers who violate federal banking and on-line laws.  As part of my complaint with these investigatory bodies I will ask if it's possible to determine how many complaints Sprint/Virgin Mobile USA has received from others who have been harmed by their customers in the manner as my wife and I.
Regards,
[redacted]

August 4, 2017       Revdex.com 8080 Ward Parkway, Suite 401 Kansas City, MO  64114   Re:  Revdex.com File [redacted]       Boost Mobile Inquiry        Sprint Case [redacted]...

                         To Whom It May Concern:    Sprint is in receipt of the above-referenced inquiry of Ms. [redacted] regarding our Assurance Wireless product. In her complaint, Ms. [redacted] indicated she forgot to complete her annual certification this year; however, she was informed her service has been recertified until May 2018. Ms. [redacted] claimed her account was recertified without her permission and indicated that she needs a replacement device.      The Federal Communications Commission ruled that if customers’ renewal dates were between January 1 and June 29, 2017, they do not need to recertify this year.  As such, her renewal date was moved to May 29, 2018. We attempted to contact   Ms. [redacted] via e-mail and at telephone ending in 1314 on July 17, 20, 24 and 27, 2017; however, we have been unable to reach her. We invite Ms. [redacted] to contact our office if further assistance is needed. Ms. [redacted] should be advised that in order to discuss her account in detail she will also need to authenticate her account PIN.     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 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

Hello [redacted],Per our recent phone call, ID #[redacted], can be closed and with gratitude for the fast resolution c/o Revdex.com.I would also like to compliment Christopher H of Sprint who did his utmost to swiftly correct the matter by updating the cellular account to be able to use an existing...

credit. Kudos to Revdex.com and Christopher H of Sprint.Thanks,[redacted]

May 12, 2017   Revdex.com 8080 Ward Parkway, Suite 401 Kansas City, MO  64114   Re:  Revdex.com Case [redacted], Mr. [redacted]        Virgin Mobile USA Inquiry        Sprint Case [redacted]   To Whom It May...

Concern:   Sprint is in receipt of the above-referenced complaint of Mr. [redacted] regarding our Virgin Mobile USA (VMU) product.  In the information provided, Mr. [redacted] stated that his LG Tribute 5 device is experiencing issues with the touchscreen display.  Mr. [redacted] indicated that he has contacted our VMU Customer Care department multiple times, but was informed that he must purchase a new device.  Mr. [redacted] feels that he should not have to purchase a new phone as he has done nothing to damage his current device.  He requested that his device be replaced with a Samsung Galaxy S7 device for free.    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 via online chat on April 19, 2017, to report that the screen on his LG Tribute HD device was not working correctly, and had an ink like substance on the inside of it.  We confirmed that Mr. [redacted] was informed that a warranty replacement device could not be ordered for him due to the issues with the device being related to physical damage.    During our April 28, 2017, conversation with Mr. [redacted] we provided the information outlined above.  We informed Mr. [redacted] that we my respectfully decline his request to replace his defective device with a Samsung Galaxy S7 device, but if he feels that his device was not physically damaged then we would allow him to obtain a warranty replacement device for the phone upon acceptance of a $25 warranty replacement fee.  Mr. [redacted] confirmed his satisfaction with the information provided and confirmed that he would contact our office at a later time to place his warranty replacement order.  During our subsequent conversation with Mr. [redacted] on May 9, 2017, he confirmed that he was still no ready to order his warranty replacement and would contact us at a later time.  As such, we believe that we have addressed Mr. [redacted]’s device related concerns to the best of our ability.   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, or if he would like to take action to order his warranty replacement device, he can contact me by calling the Sprint Executive & Regulatory services department toll-free at 1-855-[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: I have no Sprint (or affiliate) account. I have rejected their offer for a credit for FUTURE service because their smartphone hotspot service is NOT as advertised and requires a $500+ phone in order to be used. This is bait-and-switch practice, on top of their false advertising.  And, to once again clarify and correct their statements: I returned the handset because THE HOTSPOT SERVICE COULD NOT BE USED AS ADVERTISED, _not_ because of the 4 days of service outage. (Not to say that a 4-day service outage isn't an egregious event for any carrier.)I want my report to be available to others as a cautionary tale.
Regards,
[redacted]

August 1, 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] 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 canceled VMU services and was advised that $100 of her paid balance could be transferred to her husband’s VMU account.  At the time of her filing she had not received a credit to her husband’s account for the balance transfer.  She requested that the transfer be completed as soon as possible.    During our discussion with Ms. [redacted] on July 29, 2016, we explained that while we were able to verify that her VMU account reflected a $113.51 paid balance at the time it was closed.  Although we typically do not offer an option to transfer unused funds to another account, due to our long term business relationship with Ms. [redacted] and her husband’s continued use of our services, we agreed to transfer her full $113.51 paid balance from her closed VMU account to her husband’s VMU account.  In addition, we extended the next payment requirement for her husband’s account to July 28, 2017, to allow him to dissolve the paid balance without having to meet any payment obligations until that date, or the date that the funds are all used.  Ms. [redacted] verified that the matter has been fully resolved 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 8:30 a.m. to 4:30 p.m., Central Time.   Sincerely,   Donnetha C. Executive Services Analyst

August 31, 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 the information provided, Ms. [redacted] expressed her concerns regarding her equipment purchase that would not activate.  The phone was replaced by the manufacturer Apple and she returned the phone she initially purchased through VMU back to Apple.  Regrettably, the new iPhone 5s could not be activated so she decided to return the device for a refund and end her services.  She requested to return the device and obtain a refund of $223.99.  On behalf of Sprint, I apologize for any inconvenience Ms. [redacted] may have experienced as a result of this matter.   During our conversation with Ms. [redacted] on April 30, 2016, she confirmed receipt of her refund in the amount of $223.99 that was processed back to her credit card ending with [redacted].  We are pleased to inform that her refund request has been resolved and she no longer requires further assistance from our office.    If Ms. [redacted] has questions regarding this concern, she can contact me directly by calling Sprint Executive & Regulatory Services department toll-free at ###-###-####.  I am available Monday through Friday 8:30 a.m. to 5:00 p.m., Central Time.   Sincerely,   Donnetha C. Executive Services Analyst

May 2, 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 Mr. [redacted] regarding our Virgin Mobile USA (VMU) product.  We appreciate your assistance in bringing our customers’ concerns to our attention.  In the information provided, Mr. [redacted] stated that his phone is under warranty and continues to malfunction, and he has not been able to obtain assistance with this matter.     We regret any misunderstanding that may have occurred regarding Mr. [redacted]’s equipment concerns.  Our records reflect that Mr. [redacted]’s LG Tribute 2 device was activated on January 12, 2016. Our records further reflect that on January 27, 2016, Mr. [redacted] was offered to have his device replaced with either a new HTC Desire or Moto G, as well as to have the $25 equipment replacement fee waived as one-time courtesy.  Unfortunately, Mr. [redacted] did not accept the offer and stated that he did not wish to continue addressing this matter any further.    During our conversation with him on April 21, 2016, we provided the information detailed above.  Unfortunately, Mr. [redacted] indicated he was not able address the matter at the time due to his work hours, and requested to have an e-mail sent to him with the offer.  As such, we sent e-mails on April 21, 27, and May 2, 2016, offering to replace his device with the HTC Desire, Moto G, or the LG Volt 2.  Unfortunately, we have not heard back from Mr. [redacted].  We invite him to contact our office or reply to the e-mails at his earliest opportunity to accept our offer.   We regret any inconvenience this matter may have caused Mr. [redacted].  If we can be of further assistance with this issue, Mr. [redacted] 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 Service Analyst

August 18, 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 inquiry referenced above, filed by 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] stated she purchased a device on February, 2016, and her device began to overheat. As such, she contacted our Customer Care department and purchased another phone.  Since she has received the device, the device has been over heating as well.  Ms. [redacted] requested a replacement device of a different make and model.   We regret any inconvenience Ms. [redacted] may have experienced as a result of her equipment malfunction.  During our August 3, 2016, discussion with Ms. [redacted], we explained that VMU offers a one-year warranty from the date of activation on all phone, devices, and accessories that come with our phones.  A $25 Warranty Replacement Fee applies to all replacement requests that are fulfilled by VMU. As outlined in our VMU Terms and Conditions, we have the option to charge fees, activation and miscellaneous charges.  Therefore, the customer would be notified of the $25 fee at the time of the equipment exchange order is created.  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 and it can take up to two to four weeks to get a replacement device when working manufacturers.    Due to any possible misunderstanding and with Ms. [redacted] being a long term customer, we sent Ms. [redacted] a Samsung device as a replacement.  We spoke with Ms. [redacted] on August 5, 2016, and she stated she has received the device and is completely satisfied with our resolution.   If Ms. [redacted] has additional questions or concerns regarding this matter she can contact me by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####, ext. [redacted]. I am available Monday through Friday between 10 a.m. and 7 p.m., Central Time.   Sincerely,   Christopher H. Executive Services Analyst

October 17, 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 VMU’s failure to change her service plan, citing that although she changed her plan from $40 to $30 a month the update was not registered in our system.  Ms. [redacted] further stated that she has not been able to reach a VMU Customer Care representative in order to address her plan change concerns.   As such, she requested that VMU change her service plan.   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.    We regret any misunderstanding that may have occurred regarding Ms. [redacted]’s plan change concerns.  In order to ensure proper resolution, we must speak with her directly.  We attempted to contact Ms. [redacted] at phone number ending with [redacted] to discuss this matter in detail on September 28, and 29, 2016; however, we were unable to reach her.  In addition, we also sent her a letter via the U.S. Postal Service on October 10, 2016, asking her to contact us directly.  In order to address Ms. [redacted]’s concerns, we will need to speak with her in order to obtain additional information.  We welcome Ms. [redacted] to contact us at her earliest opportunity if further assistance is needed.  In addition, we were unable to locate any record of Ms. [redacted] requesting to change her service plan.   On behalf of Sprint, I apologize for any inconvenience this matter may have caused Ms. [redacted].  If she has questions regarding this issue she 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

August 30, 2017   Revdex.com 8080 Ward Parkway, Suite 401 Kansas City, MO  64114   Re:  Revdex.com Case [redacted], [redacted]        Boost Mobile Inquiry        Sprint Case [redacted] ...

  To Whom It May Concern:   Sprint’s Executive & Regulatory Services department is in receipt of the above-referenced inquiry of Mr. [redacted] regarding our Boost Mobile product. We appreciate your assistance in bringing our customers’ concerns to our attention.    According to the information provided, Mr. [redacted] stated that he purchased a used device and switched to a new monthly service plan, however he was advised that he needed to Top-Up in order to use his monthly plan. He requested that we review his billed charges.   During our discussion with Mr. [redacted] on August 17, 2017, we reviewed his account and his billing concerns brought forth.  Our records reflect that Mr. [redacted]’s account is on the $35 unlimited with 5GB of high speed data.  On August 1, 2017, Mr. [redacted] remitted a $35 service payment for his monthly services. He received a notification that a service payment was required, so he made an additional $35 payment on August 8, 2017. Mr. [redacted] stated that it was not a service payment notification but a message that he did not have sufficient funds on his account balance in order to download.  As a result he was not able to download picture mail; therefore, we agreed to forward his information to our technical team for review.  However; their attempts to contact Mr. [redacted] on multiple occasions to discuss his picture mail concerns were unsuccessful.  As such, we welcome Mr. [redacted] to contact us at his earliest opportunity so that we can further address his equipment concern.    We regret any inconvenience these matters may have caused Mr. [redacted]. If we can be of further assistance with these issues, we invite him to contact me directly by calling the Sprint Executive & Regulatory Services department toll-free at [redacted], ext. [redacted].  I am available Monday through Friday between 8 a.m. and 5 p.m., Central Time.   Sincerely,   [redacted]. Executive Services Analyst

September 15, 2017       Revdex.com 8080 Ward Parkway, Suite 401 Kansas City, MO  64114   Re:  Revdex.com File [redacted], [redacted], Rebuttal       Boost Mobile Inquiry        Sprint Case [redacted]                          To Whom It May Concern:    Sprint is in receipt of the above-referenced follow-up inquiry of Mr. [redacted] regarding our Boost Mobile product. We appreciate your assistance in bringing our customer’s concerns to our attention and regret the circumstance that led to         Mr. [redacted] contacting your office once again.  In his rebuttal, Mr. [redacted] stated that his picture message issue was resolved, but now he has a phantom text message issue.   During our conversation with Mr. [redacted] on September 11, 2017, he confirmed that his text message issue was resolved.  He also informed us that his battery needed to be replaced, and we ordered a replacement battery for him at no cost. We applied a $35 credit to his account to offset one month of service charges as a courtesy. Mr. [redacted] confirmed his satisfaction with the resolution provided.   We attempted to contact Mr. [redacted] at phone ending with 1448 on September 15, 2017; unfortunately, we were not able to reach him.  Although we were unable to reach him for follow up, our records reflect that the replacement battery was delivered September 14, 2017.  As such, we believe that these matters have been fully resolved.   We regret any inconvenience Mr. [redacted] may have experienced as a result of these matters and appreciate his business.  If he has any additional questions regarding this issue, 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 8:30 a.m. to 4:30 p.m., Central Time.    Sincerely,   [redacted]. Executive Services Analyst

June 29, 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 inquiry referenced above, filed by Ms. [redacted] regarding our Boost Mobile product.  We appreciate your assistance in bringing our customers’ concerns to our attention.  In her inquiry, Ms. [redacted] indicated that a payment was taken without her authorization.  She requested a refund for the payment posted to her MasterCard account.   Our records reflect that Ms. [redacted] VMU account was activated on May 7, 2012, and cancelled on June 29, 2016.  Our records further reflect that Ms. [redacted] contacted VMU Customer Care on April 20, 2016, and credit card information was updated and she was enrolled for automatic payments at her request.  As such, a payment on May 21, 2016, was processed automatically.  Finally, our records reflect that Ms. [redacted] contacted Customer Care on June 1, 2016, to request a refund, which was denied due to the amount of usage reflected on her account after the payment was made.   During our initial conversation with Ms. [redacted] on June 16, 2016, we provided the information detailed above and explained that VMU Terms and Conditions outlines that service payments remitted to VMU are final and non-refundable, and any unused paid funds remaining on an account at the time service will be forfeited.  We further explained that we would submit her request to our Finance department for further review.   During our follow-up conversation with Ms. [redacted] on June 29, 2016, we advised that our records confirm that usage on her account after the payment exceeded the allowable amount for consideration of a refund.  As such, we were unable to meet with her refund request.  We offered to apply an equivalent credit to the account of a friend or relative’s VMU, Boost Mobile, or Sprint branded account.  Although Ms. [redacted] declined our offer she will have until July 27, 2016, to contact our office to accept should she wish to reconsider.   We regret any inconvenience this matter may have caused Ms. [redacted]  If we can be of further assistance with this issue, Ms. [redacted] can contact me by calling our Executive & Regulatory Services department toll-free at [redacted]  I am available Monday through Friday between 7:30 a.m. and 3:30 p.m., Central Time.   Sincerely,   [redacted]Executive Services Analyst     Tell us why here...

May 12, 2017   Revdex.com 8080 Ward Parkway, Suite 401 Kansas City, MO  64114   Re:  Revdex.com Case [redacted]        Assurance Wireless Inquiry        Sprint Case [redacted]   To Whom It May...

Concern:   Sprint is in receipt of the above-referenced inquiry of Mr. [redacted] regarding our Assurance Wireless product.  We appreciate your assistance in bringing our customers’ concerns to our attention.  According to the information provided, Mr. [redacted] stated that he purchased a replacement device for his Assurance Wireless service, but learned days later that it was not compatible with his service plan. He further stated that when he contacted Assurance Wireless Customer Care to request to return the device for a refund, he was advised because he had exceeded the 7-day return timeframe he could not receive a refund. Mr. [redacted] is requesting to be permitted to return the device for a full refund of $85.79.   We regret any inconvenience this matter may have caused Mr. [redacted] while attempting to address his refund concerns. As outlined in our Terms and Conditions, in order to be considered eligible for an equipment refund, the device must be returned within 7 days of the device purchase date.   During our initial discussion with Mr. [redacted] on May 4, 2017, we confirmed the Terms and Conditions of Virgin Mobile’s refund policy. As a courtesy, we offered to apply a credit of $100 to the account of a family member or friend who has an active Boost Mobile, Sprint, or Virgin Mobile USA account.  After further discussion on May 8, 2017, Mr. [redacted] chose to accept the credit offer and requested that it be added to his Assurance Wireless account.  As such, the credit was applied on that same day and Mr. [redacted] stated that his refund concerns have been resolved.   On behalf of Sprint, I apologize for any inconvenience these issues may have caused Mr. [redacted].  If he has additional questions regarding these concerns, he can contact by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####; ext. [redacted].  I am available Monday, Tuesday, Thursday, and Friday from 7:30 a.m. to 5:30 p.m., Central Time.      Sincerely,   Shannon P. 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 appreciate ms youngs help. However I suffered severely because of what was a defect in virgin mobiles battery. The first was acknowledged and replacement sent. Suddenly it wentninto supercharge mode andbthen surged and broke my fone. I bcould not copy files because it did not attach to network. In order not to have service suspended while my uncle was in hospital and needed to text me I had to rush tobplace w secure wi fi to copy files once I found a program and instructions on yputube on copying and erasing files. This follows a long hx of contradictory service info frpk reps and esp the refusal of virgin mobile to acknowledge wrongdoing in refusing me the data free streaming music my plan allowed even after a requested snapshot of my accf from their website was provided. Finally they changed my plan on their own to refuse the international minutes I hadnt used yet and allow the data free streaming. So I ended up suffering becuz of defective vm equipment and had to pay for data paks and suffer thru such slow throttled speeds internet not usable. I have a breathong disability that makes this issue a safety concern. I am gladd the Revdex.com did help me get someone to address one concern and to respect my disability but the expense and sufferong of what inwent thri and the anility of cell companies to supply defective equipment and ignore my plan statement despite a snapshot provided to u and them is upsetting. Rather than going thru past months of what I am owed from the data counted from streaming andbthe data paks and the warranty for fone broken becuz of their equipment a compomise would be their restoring my plan before they changednit without my knowledge to get back the international minutes and to grant me a free month of service. And to be asked by Revdex.com to check their standards pf manufacture. I also want to be sure I will not be penalized by them for airing my concerns   
I am rejecting this response because: it does not address the defective manufacture of vm battery that caused this problem. It does not address the deliberate refusal to acknowledge error on their part when they charged data for music streaming despite us sending a snapshot of my plan allowing this. It does not address many attempts to get me to change my plan and does not address their unilateral change of my plan to allpw tje streaming data free and remove the free international.minutes. it does not address the cost of thebdata paks incurred becuz of their ignoring my plan perks as well as the safety concerns of not being able to access internet and email to someone w a breathing disorder. So as a gwsture of public relations I would appreciate a free one month service to compensate me for the money I spent and make me feel better about the suffering. Thank you
Regards,
Faye Teichman

July 11, 2017   Revdex.com 8080 Ward Parkway, Suite 401 Kansas City, MO  64114   Re:  Revdex.com Case [redacted], Ms. [redacted]        Virgin Mobile USA Inquiry              ...

Sprint Case [redacted]   To Whom It May Concern:   Sprint is in receipt of the above-referenced complaint of Ms. Karen [redacted] regarding our Virgin Mobile USA (VMU) product.  In the information provided, Ms. [redacted] stated that she recently made a service payment to her VMU account, but the payment was not applied to her VMU account.  Ms. [redacted] indicated that after making her service payment her VMU service was not restored.  Ms. [redacted] confirmed that she received an e-mail from VMU verifying that her service payments were successful, but her service has yet to be restored.    We regret any delay Ms. [redacted] may have experienced while attempting to resolve her payment concerns.  Our records reflect that Ms. [redacted] contacted our Customer Care department on June 27, 2017, to discuss her account related concerns.  We confirmed that Ms. [redacted]’s service payments of $33.14 and $11.06 were processed to her former Virgin Mobile Custom (VMC) Data Done Right account on June 24, 2017, instead of her current VMU account.  As such, a service credit totaling $40, which is the total amount of her previous service payments minus taxes and fees, was applied to her VMU account on June 28, 2017, resulting in the service to her VMU account being restored.    During our July 3, 2017, conversation with Ms. [redacted] we provided the information outlined above.  Ms. [redacted] confirmed her complete satisfaction with actions taken to resolve her account related concerns.   On behalf of Sprint, I apologize for any inconvenience this matter may have caused Ms. [redacted].  If she has any further concerns regarding this matter she can contact me by [redacted]ing 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,   Mondrell G. Executive Services Analyst

May 12, 2016 Revdex.com 8080 Ward Parkway, Suite 401 Kansas City, MO  64114 Re:  Revdex.com File 11422160, [redacted]             Virgin Mobile USA Inquiry        Sprint Case 2204075 ...

          To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of Mr. [redacted] regarding our Virgin Mobile USA (VMU) product. We appreciate your assistance in bringing our customer’s concerns to our attention.  In his complaint, Mr. [redacted] indicated that his unused minutes did not roll over even though his monthly payment was made prior to his due date.  Our records reflect Mr. [redacted] is 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 $10 every 45 days in order to maintain services.  Our records further reflect that Mr. [redacted] did remit a payment in accordance with his service plan requirements by April 19, 2016; however, the additional minutes he purchased did not roll over. Our records support that Customer Care addressed his issue May 4, 2016, by applying 1000 minutes towards his account. During our discussion with Mr. [redacted] on May 5, 2016 we advised him of the above information and Mr. [redacted] confirmed his satisfaction with the resolution brought forth.   On behalf of Sprint, I apologize for any inconvenience Mr. [redacted] may have experienced.  If Mr. [redacted] has any additional questions, he can contact me by calling the Sprint Executive & Regulatory Services department toll-free at 1-855-848-3280, ext. 3287.  I am available Monday, Tuesday, Thursday and Friday from 7:30 a.m. to 5:00 p.m., Central Time.  Sincerely, [redacted] L. Executive Services Analyst

September 13, 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 the information provided by your agency, Ms. [redacted] indicated that in February and March 2016, her flat $35 monthly recurring charge increased by $2.37, and by $7.20 in April and May 2016, and finally by $5.98 in June and July 2016.  She advised that upon contacting our Customer Care department she was advised that taxes and surcharges were applicable to her plan, but she was never notified of the change.  As a result, she requested a total refund of $58.45.   After completing a review of Ms. [redacted]’s VMU account we were unable to identify any billing errors.  We attempted to contact her via phone and e-mail on August 12, 18, and 24, 2016, to clarify any specific ongoing issues with her services and address any additional concerns she may have with her account.  In addition, we sent her a letter via the U.S. Postal Service on September 2, 2016, inviting her to call us to discuss her concerns; unfortunately, she has not responded.    We look forward to speaking with Ms. [redacted] and encourage her to contact us regarding any concerns she may continue to have with her account.  She should be advised that in order to discuss the details of her account, she must be able to authenticate her account.  As a result, we want to advise her to have her PIN and security information available when she contacts us.  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 7:30 a.m. to 3:30 p.m., Central Time.   Sincerely,   Tekiesha H. Executive Services Analyst

June 14, 2016       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 complaint referenced above, filed by Ms. [redacted] regarding our Virgin Mobile USA (VMU) product.  We appreciate you bringing our customer’s concerns to our attention.  In the information provided, Ms. [redacted] requested clarification regarding VMU’s unlocking policies for an Apple iPhone 5S device that was initially activated on April14, 2016, on a VMU account.    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.)  Additional information about unlocking may be found at www.virginmobileusa.com.   VMU will unlock a device 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] Apple iPhone 5S device associated with phone number ending in 3458 is not eligible for unlocking because it has not been active with the associated account for at least 12 months.  While we regret any possible misunderstanding that may have occurred regarding the unlock request for this device we are unable to meet with her request, and find no error on the part of VMU.   On behalf of Sprint, I apologize for any inconvenience this matter may have caused Ms. [redacted].  If she has any additional questions regarding these issues Ms. [redacted] can contact me by calling the Sprint Executive & Regulatory Services department toll-free at [redacted] ext. [redacted].  I am available Monday through Friday between 8:30 a.m. and 4:30 p.m., Central Time.     Sincerely,   [redacted] Executive Services Analyst

April 4, 2016
Revdex.com
8080 Ward Parkway, Suite 401
Kansas City, MO 64114

Re: Revdex.com File [redacted], [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 (VMU) product. In his complaint, Mr. [redacted] expressed dissatisfaction with his coverage, citing due to ongoing concerns that are currently being addressed he was promised a month of free service, but received a partial credit. As such, he requested that we address the coverage concern and give him a full month’s service credit.
During our conversation with Mr. [redacted] on March 15, 2016, we confirmed that the address referenced in the complaint is within our coverage area, and our records reflect that network tickets have been opened to address the coverage concerns affecting Mr. [redacted]’s service. We are currently addressing the open network ticket at this time and sincerely regret any inconvenience this matter may have caused. We appreciate Mr. [redacted]’s’ patience and continued business while these concerns are investigated.
During our follow up conversation with Mr. [redacted] on April 4, 2016 2016, we advised that our network engineers reviewed his concerns and confirmed that all coverage issues in his area have been addressed and currently our towers are performing as expected. We applied a $12.45 credit to Mr. [redacted]’s VMU account for the portion of the free month he did not receive. In addition, we also sent him a replacement device, which was received March 28, 2016. We are happy to confirm that Mr. [redacted] confirmed his satisfaction with our resolution.
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, Tuesday, Thursday and Friday from 7:30 a.m. to 5:30 p.m. Central Time.

Sincerely,
La Taushia L.
Executive Services Analyst