Integrated medical

August 8, 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. [redacted] regarding our Virgin Mobile USA (VMU) product.   In the information provided Ms. [redacted] stated that her father has had his VMU account for many years which has resulted in his having an account balance in the amount of $370.53.  Ms. [redacted] indicated that she was told she could use the account balance to purchase a new Apple iPhone as a way to utilize her father’s current account balance.  Ms. [redacted] also stated that she was informed that the information provided to her was incorrect as her father’s account balance can only be used to purchase an Android device.   She requested immediate assistance with processing an order for an Apple iPhone device using the existing balance on her father’s account.    We regret any delay Ms. [redacted] may have experienced while attempting to resolve her father’s account related concerns.   Our records reflect that Mr. [redacted] is currently enrolled in our VMU pay per minute service plan.  This service plan requires a $10 payment every 45 days or $20 payment every 90 days in order to maintain services.  Our records reflect that due to minimal usage on his VMU account Mr. [redacted]’s account balance is currently $370.53.  Our records further reflect that Ms. [redacted] contacted our Customer Care department on July 14, 2017, to request assistance with using her father’s account balance to purchase an Apple iPhone device.  During our July 27, 2017, conversation with Ms. [redacted], we provided the information outlined above.  We advised Ms. [redacted] that we regret any possible misinformation that may have been communicated regarding which device models are eligible to be purchased using her father’s account balance.  In an effort to resolve her concerns we offered to extend her father’s next Top-Up payment until September 20, 2018, to provide Mr. [redacted] with ample time to use his current credit balance.  We also offered Ms. [redacted] the opportunity to purchase an Android device by using her father’s existing credit balance.  Regrettably, Ms. [redacted] declined to initiate an equipment order at this time.  As such, we believe that we have addressed her account related concerns to the best of our ability.    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 calling the Sprint Executive & Regulatory Services department to customer care for any further issues or concerns. I am available Monday through Friday from 8 a.m. to 5 p.m., Central Time.    Sincerely,   Mondrell G. Executive Services Analyst

March 21, 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. [redacted] regarding our [redacted] product.  In the information provided, Ms. [redacted] stated that she recently ported-out her telephone number to a new wireless service provider and was informed that her [redacted] Apple iPhone 6 would be unlocked to use with her new provider within 24-48 hours.  Ms. [redacted] indicated that it has been 72 hours and she has spent over 8 hours of her time on calls with our technical support team; however her device concerns have not been resolved.  She requested that her device be unlocked immediately. She also requested that a refund be provided to reimburse her the unused portion of her final service payment made on February 11, 2017.   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/unlock.   VMU Mobile 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 regret any delay Ms. [redacted] may have experienced while attempting to have her Apple iPhone 6 unlocked.  Our records reflect that Ms. [redacted] contacted our [redacted] Customer Care department on February 25, March 1, and 2, 2017, to request that her device be unlocked.  We confirmed during each interaction, she was advised that we were unable to unlock her device due to the device being listed as financially ineligible to be unlocked.    During our March 13, 2017 conversation with Ms. [redacted] we provided the information outlined above.  In an effort to resolve her device related concerns we requested that Ms. [redacted] provide a copy of her sales receipt for her Apple iPhone 6 device.  On March 16, 2017, we received a copy of the requested proof of purchase and confirmed that her Apple iPhone 6 associated with phone number ending in [redacted] is eligible for SIM unlocking.  Please note that the SIM Unlock code was transmitted to the device in question on March 16, 2017.   During our March 20, 2017, e-mail conversation with Ms. [redacted] she confirmed that her device has been successfully unlocked.  She also requested a refund for the unused portion of her $30 service payment made on February 11, 2017.  We informed Ms. [redacted] that we must respectfully decline her refund request.  As stated in our Terms & Conditions of service all payments remitted for service are non-refundable.  Due to Ms. [redacted] no longer having an active VMU account we offered to provide a service credit equivalent to one month of service to a friend or family member that subscribes to VMU, [redacted], or Sprint.  Regrettably, Ms. [redacted] has declined this offer.  While we regret that Ms. [redacted] disagrees with the information provided, we believe that we have addressed her device related concerns to the best of our ability.      On behalf of Sprint, I apologize for any inconvenience this matter may have caused Ms. [redacted].  If she has any additional questions, I can be reached 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, Mondrell G. 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.  Thank you for your efforts on my behalf in getting this resolved quickly.
Regards,
[redacted]

[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 am currently having the same issue with the new replacement phone that Virginmobile sent me. I have also recontacted the Sprint representative of this issue as well.
Regards,
[redacted]

[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 Administratively Resolved]
Complaint: [redacted]
I am rejecting this response because: we have been playing phone tag for awhileI have called at least 4or5timesWas on hold for a long time before call got droppedI will try again I also find they are some what willing to helpI need more time to see if this will be resolved or notI had a virgin mobile phone before this one and had no problems living in the same place as I do nowIts a phone issue not service in my areaPlease do not close this as of yetThanks[redacted]
Regards,
[redacted]

March 1, 2016     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. In his inquiry, Mr. [redacted] indicated that when he was approved for Assurance Wireless services he was dissatisfied with the device that was provided to him as part of the program. As a result, he purchased a Kyocera Contact from the Virgin Mobile USA (VMU) website, but he was dissatisfied with that device as well. He then purchased an LG Aspire that did not meet his expectations. He also received a replacement LG Aspire, but chose not to activate it and indicated that he returned the replacement device to VMU. As a result, he requested a refund of $70 for the two device purchases, as well as a refund of a $20 courtesy credit that was awarded to his Assurance Wireless account. He also requested that a new device of his choosing be mailed to him and for his services to be reactivated with a different phone number.   Regarding the replacement LG Aspire he did not activate, our records reflect that on October 7, 2015, a replacement device was ordered and delivered to Mr. [redacted]. Our records further reflect that during our conversation with Mr. [redacted] on November 12, 2015, he confirmed he received the refurbished device; which he refused to activate and was advised to send it back. At that time, he was also informed the $20 courtesy credit he received was not refundable. In addition, because the equipment purchases in question were made more than 7 days ago he is not eligible to return those devices for a refund.   During a follow-up conversation with Mr. [redacted] on December 28, 2015, we provided the information detailed above. Mr. [redacted] agreed to work with our office in an effort to find the device in question and prevent any possible interruption of his services. Our records further reflect that Mr. [redacted]’s services were suspended on December 30, 2015, due to the non-return of the replacement device he chose not to activate. During another follow-up conversation with Mr. [redacted] on January 5, 2016, we advised that the device in question had not been found; however, we agreed to restore his services as a courtesy.   During our correspondence with Mr. [redacted] via e-mail on February 26, 2016, we offered to send him a replacement device form our current inventory. Current device options include the Kyocera Jax or the Alcatel OneTouch Speakeasy. Unfortunately, Mr. [redacted] declined our offer to send him a new device. We invite Mr. [redacted] to contact our office if he decides to accept our offer.   We regret any inconvenience these matters may have caused. If we can be of further assistance with these issues, 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,   [redacted] B. Executive Services Analyst

Complaint: [redacted]
I am rejecting this response because  For reasons I do not understand Sprint continues to lie. I NEVER said I did not wish to discuss the matter. If that were true I would not be sending this email. I also never recieved a single offer for a replacement phone. It was revealed that Sprint can not call me due to the time difference. I was promised emails, but did not recieve any until today. If Sprint is going to continue to lie and give me the run around then I would like a refund for the phone and this months service because I am not getting what I paid for and all they're doing is stalling and wasting time.
Regards,
[redacted]

October 14, 2016   Revdex.com 8080 Ward Parkway, Suite 401 Kansas City, MO  64114   Re:  Revdex.com Case [redacted], [redacted]        Assurance Wireless 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’ Assurance Wireless concerns to our attention.  In her inquiry, Ms. [redacted] indicated that she has been unable to receive an upgraded device that was offered to her due to issues with deliveries to her address.  She advised that her although her address is valid, Assurance Wireless has refused to ship the device to her.   During our discussion with Ms. [redacted] on September 26, 2016, we advised that we are unable to ship equipment to a P.O. Box.  As such, we agreed to ship a device to her at a different physical address she provided.  We received a follow up from Ms. [redacted] on October 6, 2016, and she indicated that the physical address she provided is a government facility and that they were unable to forward the device to her.  As a result, the device was returned to Assurance Wireless.  Therefore, on October 12, 2016, we made a final attempt to provide Ms. [redacted] with a device using the shipping address she provided.  She verified receipt of the device on October 13, 2016, but advised that she will activate the device at a later date.  She is welcome to contact our office directly should she require assistance with the activation of the device.   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

October 7, 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 her inquiry, Ms. [redacted] indicated that she was experiencing issues with her device taking a charge.  She requested that she be provided with a replacement device at no cost.   We spoke with Ms. [redacted] regarding this matter on October 7, 2016, and she verified that since her filing she has received a replacement device that is meeting her expectations.  As a result, she requires no further assistance with this matter.   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 7:30 a.m. to 3:30 p.m., Central Time.   Sincerely,   Tekiesha H. Executive Services Analyst

August 4, 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 complaint of Ms. [redacted].  We appreciate your assistance in bringing our customer’s Virgin Mobile USA (VMU) concerns to our attention.  In the information provided, Ms. [redacted] stated that she had issues with being able to receive phone calls for over a month and she was advised that a request for account credit was being escalated, but no credit was ever received. She also stated that she was told that VMU made attempts to contact her, but she never received any calls.  Ms. [redacted] also stated that her device cracked and VMU refused to repair the device. She further stated that when she filed a dispute with her bank her services were interrupted.  Ms. [redacted] requested that her services be restored and that she be provided credit for two months of service charges in the amount of $90 as resolution.   During our initial conversation with Ms. [redacted] on July 27, 2017, we advised her that when she filed a dispute with her bank for the payment; the payment was returned by VMU to her bank; therefore, no payment was received for the month.  As such, her services were suspended due to non-payment.  In addition, we advised that we are willing to restore services and provide a credit for one month of service charges since she received a credit for one month of service charges when her dispute was filed.  Ms. [redacted] ag[redacted] to the terms of the resolution.  We further advised Ms. [redacted] that we will escalate a request to our chargeback team for further review regarding restoral of services.   All VMU devices are sold with a one-year manufacturer’s warranty that covers any device malfunction within one year of the purchase.  Damage to the device is not covered under provisions of the warranty.  Our records reflect that we restored Ms. [redacted]’s account on July 28, 2017, and cleared her of any unpaid balances due to VMU.  In addition, a credit in the amount of $45 was added to Ms. [redacted]’s account on July 31, 2017, to fully restore services. During our follow-up email discussion with Ms. [redacted] on August 2, 2017, she confirmed that her services were restored and working accordingly.  As such, we believe this matter has been fully resolved.   On behalf of Sprint, I apologize for any inconvenience these matters may have caused Ms. [redacted].  If she has additional questions regarding this matter, she 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,   Shannon P. Executive Services Analyst

September 30, 2016   Revdex.com 8080 Ward Parkway, Suite 401 Kansas City, MO  64114   Re:  Revdex.com Case [redacted], [redacted] L [redacted]        Assurance Wireless Inquiry        Sprint Case [redacted]   To Whom It...

May Concern:   Sprint is in receipt of the inquiry referenced above, filed by 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] stated that she was approved for Assurance Wireless.  She purchased a VMU device from [redacted] and was advised that the product would work on her Assurance Wireless account.  Furthermore, she indicated that the device Assurance Wireless sent her was stolen.   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 inconvenience Ms. [redacted] may have experienced as a result of her device being stolen. Ms. [redacted] has requested for us to correspond with her in writing only.  We requested that Ms. [redacted] call us directly so we can authenticate her account in accordance with our authentication guidelines. Once her account is authenticated we can correspond in writing.  In an e-mail we received from Ms. [redacted] on September 28, 2016, she indicated that she purchased a phone from [redacted]; however, the phone that she purchased has been marked as lost or stolen.  We agree to work with Ms. [redacted] through written e-mail to resolve her concerns, but we request that she first contact our office directly so we can authenticate her account.   If Ms. [redacted] has any 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], [redacted]        Assurance Wireless 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 inquiry, Ms. [redacted] made numerous attempts to switch her service plan to the Unlimited Talk, Text and Web, citing she has been unable to add the Unlimited Minute Pack to her account through the website.  She requested for Assurance Wireless to add-on the Unlimited Talk, Text and Web to her account.  In addition, she requested for Assurance Wireless to apply a credit adjustment to her account balance.   Qualified customers have the option to add money for the purchase of optional minute packs ranging 250 additional minutes to unlimited minutes, text and data.  Customers who have purchased the $5 Talk & Unlimited Text optional pack or $30 Unlimited Talk, Text & Web plan, will benefit from any of the packages purchased monthly as long as they have a cash balance of $5 or $30 in their account when their new month starts.  Therefore, the customer would notify our Assurance Wireless representatives to expire the optional pack they have chosen by the end of their billing cycle to avoid automatic renewal of the optional package chosen.    During our conversation with Ms. [redacted] on October 17, 2016, we explained the information outlined above.  As a result, we immediately placed her account on the $30 Unlimited Talk, Text and Web plan.  In addition, as a goodwill gesture we applied a $5 credit adjustment to bring her account balance to $30.81.  Mr. [redacted] confirmed that we have fully addressed this matter and resolved her concerns.    On behalf of Sprint, I apologize for any inconvenience this matter may have caused Ms. [redacted].  If she has any further questions regarding this concern, she can contact me directly at by calling Sprint Executive & Regulatory Services department toll-free at ###-###-####, ext. [redacted].  I am available Monday through Friday from 8:00 a.m. to 5:00 p.m., Central Time.   Sincerely,   Donnetha C. 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:  VMU keeps referring to their Terms and Conditions as the basis for refusing my refund request.  However, I would like to point to the facts: the fact is that their customer service representatives, acting on behalf of VMU, told me that I could terminate my service and received a refund.  The current situation is entirely the result of that statement.  VMU has not disputed this fact.If VMU continues to refuse to take responsibility for their own mistake, then I will have to consider taking my complaint to an agency with power of enforcement, e.g. state consumer protection agency and small claims court.  Furthermore, I have spent a lot of time and endured continued frustration in this matter, so if I have to take my complaint further, I will also seek damages in addition to the refund.
Regards,
[redacted]

March 21, 2016

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

Re: Revdex.com File [redacted], [redacted]
Virgin Mobile Custom 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 Custom product. We appreciate your assistance in bringing our customer’s concerns to our attention. In his complaint, Mr. [redacted] expressed his dissatisfaction in his attempts to obtain a refund of a Top-Up card he purchased, citing the card he purchased is not compatible with his rate plan. As such, Mr. [redacted] requested a refund.

During our discussion with Mr. [redacted] on March 8, 2016, we advised that we regret any frustration he experienced as a result of his payment concerns. As a result we agreed to forward his refund request to our finance teams for review. We are pleased to inform you that due to no usage of services, a refund check in the amount of $45 was issued on March 14, 2016, and will be delivered in 7 to 14 days. We are pleased to inform you that during our March 21, 2016, follow-up with Mr. [redacted], he confirmed the refund check was received.
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 ###-###-####, ext. [redacted]. I am available Monday, Tuesday, Thursday and Friday from 7:30 a.m. to 5:00 p.m., Central Time.

Sincerely,
La Taushia L .
La Taushia L.
Executive Services Analyst

October 10, 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 her inquiry, Ms. [redacted] indicated that when she attempted to activate services she was charged twice for monthly plan charges.  She requested a refund of the duplicate payment or a credit to her VMU account for the payment.   In an effort to assist Ms. [redacted] with this concern we attempted to reach her at the telephone number and e-mail address included in her inquiry on September 16, 19, and 21, 2016.  Unfortunately, our attempts to reach her were unsuccessful.  In addition, we sent a letter to her via the U.S. Postal Service on September 21, 2016, and invited her to contact us to discuss her concerns should she still require assistance.  A review of her account determined that only one payment was posted.  As a result, we will need to speak with her to secure proof that the payment was made.   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 25, 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.  We appreciate your assistance in bringing our customers’ concerns to our attention.  In his inquiry, Mr. [redacted] indicated that he attempted to transfer a credit balance of $53.20 to another VMU account, but was denied that option.  He stated that in the past he was able to transfer a portion of his unused credit balance to another VMU account of a family member.  Because he was unable to transfer his balance he requested a refund of $53.20.    Our records reflect that Mr. [redacted]’s VMU account was subscribed to a sales expired Pay-As-You-Go service plan, which required a $20 payment every 90 days to retain active service.  During our conversation with Mr. [redacted] on August 12, 2016, we explained the information outlined above.  We regret any possible misunderstanding that may have occurred regarding our refund policy as service payments are non-refundable.  This information is available to our customers in our Terms and Conditions at [redacted].  Therefore, we must respectfully decline his refund request.   As a one-time courtesy we offered to transfer Mr. [redacted]’s account balance to a friend or family member that has an active Sprint, Boost Mobile or Virgin Mobile USA (VMU) account.  Although Mr. [redacted] did not immediately accept our offer, he opted to keep his account active and contact us back at a later time should he accept our offer.  As of August 25, 2016, we have yet to hear back from Mr. [redacted]; however, this offer remains available to him and we invite him to contact our office directly should he accept.   If Mr. [redacted] has questions regarding this matter, he can contact me directly by calling Sprint Executive & Regulatory Services department toll-free at ###-###-####, ext. [redacted].  I am available Monday through Friday from 9:30 a.m. to 5:30 p.m., Central Time.   Sincerely,   Marco M Executive Services Analyst

May 24, 2016   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. [redacted] regarding our Virgin Mobile USA (VMU) product.  In her inquiry Ms. [redacted] stated that due to an error with our website she was charged for three separate device orders.  Ms. [redacted] cited that she was not provided a confirmation number or e-mail stating that her orders were processed successfully, which led to her placing multiple orders. She requested a refund of $2,135.19.   We regret any delay Ms. [redacted] may have experienced while attempting to obtain a refund for her recent equipment orders.  Our records reflect that three equipment orders were processed in our system for Ms. [redacted] on May 13, 2016, for $711.73 each.  We are pleased to inform you that on May 18, 2016, we confirmed the devices associated with Ms. [redacted]’ s referenced equipment orders were received in our warehouse, and a refund in the amount of $711.73 was processed to her credit card for each of the three orders.    During our May 18, 2016, conversation we provided the information outlined above.  Ms. [redacted] confirmed her satisfaction with actions taken by our office to address her concerns.  Unfortunately, our subsequent attempts to contact Ms. [redacted] on May 23, and 24 2016, to confirm her receipt of the referenced refunds were unsuccessful; however, we believe that we have fully resolved her equipment related concerns.   On behalf of Sprint, I apologize for any inconvenience this matter may have caused Ms. [redacted].  If she has further concerns regarding this matter or if she does not receive her refund, she may 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,   Mondrell G. Executive Services Analyst

February 1, 2016
[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]:
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] purchased two phones, citing one was delivered December 18, 2015, and the second device delivered December 21, 2015, but neither was received. After speaking with Customer Care and FedEx, he was informed that one of the devices was delivered to an incorrect address and the second device could not be located. He requested that VMU send him the phones or refund his money immediately.
Our records reflect that Mr. [redacted] placed a new order for a LG Tribute on December 14, 2015, and was delivered on December 18, 2015. A second order was processed for an LG LS Stylus on December 18, 2015, and was delivered on December 21, 2015. Mr. [redacted] reported that he did not receive either device. Our records further reflect that the LG Tribute order was delivered to an incorrect address. We attempted to process a new order for an LG Tribute, but that device was out of stock. As a result, a refund was processed back to his credit card on January 21, 2016. A new equipment order was processed at no cost to him for an LG LS Stylus on January 22, 2016, which was received and activated on January 25, 2016.
Regarding his second order for an LG LS Stylus, that order was not located. Therefore, a new equipment order was processed on January 21, 2016, which was delivered by FedEx to an incorrect address on January 22, 2016; however, Mr. [redacted] was able to visit the address where the device was delivered and successfully retrieved his equipment order. Subsequently, he activated his device that same day.
During our conversation with Mr. [redacted] on January 25, 2016, we explained the information detailed above. He confirmed having activated both devices on his account. In addition he is waiting on his refund for his LG Tribute order that he never received. During a follow-up e-mail received from Mr. [redacted] on January 28, 2016, he confirmed receipt of his refund for the LG Tribute order that he did not receive. We are pleased to inform that he considers this matter resolved.
If Mr. [redacted] has questions regarding these concerns, he can contact me by calling Sprint Executive & Regulatory Services department toll-free at ###-###-####, ext. [redacted]. I am available Monday through Friday from 10:30 a.m. to 6:30 p.m., Central Time.
Sincerely,
Donnetha C.
Executive Service Analyst

August 22, 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 after purchasing a device and service from VMU he determined that service would not meet his needs in his home usage area.  He returned the device he purchased and requested a refund of $714.96 for the device and $43 he paid for services.  At the time of the filing he had not received his refund.   After researching this matter it was determined that on July 31, 2016, received a chargeback of $714.96 for the device costs from Mr. [redacted]’s financial institution.  Because we were able to verify receipt of the returned device the chargeback will not be disputed by VMU.  As a result, we have honored the chargeback of $714.96 and VMU is no longer in possession of the funds associated with the purchase.  We spoke with Mr. [redacted] on August 11, 2016, and explained that due to the chargeback, no refund is due for his device purchase.  At that time we agreed to review his request for a refund of his service charges and follow up with him.  During a follow-up discussion with him on August 16, 2016, we explained that due to the amount of usage reflected on his account we are unable to issue a refund of $43 for the service charges he paid.   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,   Donnetha C. 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: they promiseddddd a fullll refund; therefore, I should get a fulllll refund...
Regards,
[redacted]