Integrated medical

August 24, 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 Virgin Mobile USA (VMU) product. In her complaint, Ms. [redacted] indicated she attempted to use the VMU Mobile Hotspot service on August 8, 2017; however, she was not able use the service.  As such, she requested a $55 refund.      During our conversation with Ms. [redacted], on August 16, 2017, we advised as outlined in our VMU Terms and Conditions, payments remitted to VMU for services are non-refundable.  Since Ms. [redacted] indicated she was not able to use the service, we agreed to forward her request over to our Finance team for review.  Our records support that on August 18, 2017, a refund in the amount of $55 was processed to Ms. [redacted]’s credit card due to no usage. Ms. [redacted] contacted us on August 21, 2017, and confirmed that she received the refund.  She verified that her concern was resolved to her satisfaction by our office.   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 ###-###-####, ext. [redacted]. I am available Monday through Friday from 8 a.m. to 5 p.m. Central Time.    Sincerely,   La Taushia L. Executive Services Analyst

September 2, 2016     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 he cancelled his services with VMU months ago, but he is still receiving monthly charges to his credit card.  Mr. [redacted] cited that he would like a refund for the full cost of the unauthorized charges in the amount of $183.00.  We regret any difficulty Mr. [redacted] may have experienced while attempting to resolve his concerns related to the referenced unauthorized payment to his credit card.  Our records reflect that Mr. [redacted]’s credit card was charged an amount of $40.75 on May 17, June 17, and July 17, 2016.  We confirmed that a refund for the total amount charged of $163 was processed back to Mr. [redacted]’s bank account.  We also took action to remove his credit card from our system to prevent any further unauthorized debits.  During our August 29, 2016, conversation with Mr. [redacted] we provided the information outlined above.  Mr. [redacted] confirmed that his payment refund had been received and all issues have been resolved to his satisfaction. On behalf of Sprint, I apologize for any inconvenience this matter may have caused Mr. [redacted].  If he has further questions regarding this matter he 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 10, 2016
[redacted]
Revdex.com
8080 Ward Parkway, Suite 401
Kansas City, MO 64114

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

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

the above-referenced inquiry of Mr. [redacted] regarding our Virgin Mobile USA (VMU) product. In his complaint, Mr. [redacted] indicated that he pays for his services monthly with auto bill pay from his checking account, citing he continues to get charged to his account and cannot place an outbound call. He stated that he has called numerous times to resolve this matter and has completed many troubleshooting steps. The problem is not with the phone since he can check his VMU account on line and can see that his checking account has been charged. He requested a refund of his service payments so that he can go to a new service provider.
Our records reflect that Mr. [redacted]’s payment due date is on the 13th of every month. On January 14, 2016, his payment was systematically processed on the 14th. For the months of November 2015, and December 2015, his payment posted to his account on the 14th. Our records further reflect that on November 14, 2015, the service payment failed to process, which resulted in the interruption of Mr. [redacted]’s services. However, later that evening on the same day he remitted a payment, which restored his services.

During our conversation with Mr. [redacted] on January 28, 2016, we informed him of the above information. Although we confirmed that his service payment dated January 14, 2016, was processed successfully, we also confirmed that the account was not properly updated which resulted in his service temporarily being interrupted. Regarding his refund request, as outlined in our VMU Terms and Conditions, service payments are non-refundable or transferrable. Therefore, we respectfully decline his refund request. As a resolution and due to any possible misunderstanding that may have occurred regarding his Top-Up payments, we applied a one-time credit of $35 to offset one month of his services. In addition, we agreed to monitor his next month service payment to ensure that it is processed successfully without causing any service interruption.
On behalf of Sprint, I apologize for any inconvenience Mr. [redacted] may have experienced regarding this matter. If he has any additional questions regarding this issue, he can contact me by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####, ext. [redacted]. I am available Monday through Friday from 7:30 a.m. to 3:30 p.m., Central Time.

Sincerely,
Tekiesha H.
Executive Service Analyst

April 8, 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 purchased a VMU Top-Up card for her son in November 2015 that was expired when she attempted to redeem it toward her son’s VMU account in April. She further advised that she has been unable to secure a replacement card or have the funds added to her son’s account.
After researching this matter using the Top-Up PIN provided by Ms. [redacted] we determined that PIN [redacted] was redeemed toward her son’s account on November 26, 2015. As such, while we regret any misunderstanding that may have occurred regarding this matter, no VMU error could be identified. During our discussion with Ms. [redacted] on April 8, 2016, she expressed her understanding of the information provided and verified that the matter is resolved.
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 a.m. to 4 p.m., Central Time.
Sincerely,
Tekiesha H.
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]

April 14, 2016
Revdex.com
8080 Ward Parkway, Suite 401
Kansas City, MO 64114
Re: Revdex.com Case 11252574, [redacted]
Virgin Mobile USA Inquiry
Sprint Case 2199031
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 although he is no longer a VMU subscriber his credit card continues to be billed intermittently for services by VMU. He requested that VMU stop billing his credit card.
In an effort to resolve this matter we spoke with Mr. [redacted] on March 24, 2016. Unfortunately, he was unable to verify the PIN number for the account in question. We are committed to protecting the privacy of our customers. In accordance with that commitment, we take measures to verify that callers are authorized to discuss and/or make changes to an account. Specifically, we require that each account has a PIN and that the PIN is verified by the account holder or an individual authorized to have access to the account before we can discuss sensitive account information or make any changes to the account. If the PIN cannot be provided, other specific identifiers may be required to discuss the account information or to implement the changes being requested. Because Mr. [redacted] was not able to verify the necessary information we were unable to assist him at that time. He agreed to follow-up with our office to provide the account security information, but nothing has been received from him to date. If he is unable to authenticate the account in question we suggest that he contact his financial institution for assistance with stopping the charges to his credit card.
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 1-855-848-3280, ext. [redacted]. I am available Monday through Friday from 10 a.m. to 7 p.m., Central Time.
Sincerely,
Chris H.
Executive Services Analyst

October 28, 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 [redacted] regarding our Virgin Mobile USA (VMU) product.  We appreciate your assistance in bringing our customers’ concerns to our attention. In the information provided, [redacted] indicated that although our contact attempts and e-mails were acknowledged, the claimant refuses to work with our office directly to resolve the concerns brought forth.  A written response to the concerns brought forth was requested.   As outlined in our previous response to your office, we attempted to reach [redacted] on September 29, October 3, 5, and 11, 2016, at phone number ending with [redacted]; unfortunately, we were unsuccessful.  To further address the equipment concerns, authentication of the customer’s account is required.  Sprint is committed to protecting the privacy of our customers.  In accordance with that commitment, we take measures to verify that callers are authorized to discuss and/or make changes to an account.  Specifically, we require that each account has a PIN and that the PIN is verified by the account holder or an individual authorized to have access to the account before we can discuss sensitive account information or make any changes to the account.  If the PIN cannot be provided, other specific identifiers may be required to discuss the account information or to implement the changes being requested.  Therefore, we invite [redacted] to contact us at the number provided below at the customer’s earliest convenience, to complete the authentication of their account so that we can resolve the equipment concerns.   Since the most recent filing additional attempts to reach [redacted] at the phone number and e-mail address provided in the inquiry were made on October 24, 26, and 27, 2016.  In addition, we sent a letter via the U.S. Postal Service requesting that the claimant call us to discuss the concerns brought forth.   If [redacted] has questions regarding this matter, I can be reached by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####, ext. [redacted].  I am available Monday through Friday from 8:00 a.m. to 5:00 p.m., Central Time.   Sincerely,   Donnetha C. Executive Service Analyst

November 30, 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 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] has attempted to apply for Assurance Wireless numerous times; however, she has been denied each time.  As such, Ms. [redacted] is requesting assistance with certifying for Assurance Wireless Lifeline services.   We received Ms. [redacted]’s documents for Assurance Wireless on November 15, 2016, and submitted her documents for expedited review.  We received notification on November 22, 2016, that her application was processed and approved.  In addition, an account and equipment order was created to send Ms. [redacted] a Lifeline device.  We confirmed with Ms. [redacted] on November 30, 2016, she has received the device and all services are functioning correctly.  She verified her satisfaction with the outcome and indicated that she has no additional concerns at this time.   On behalf of Sprint, I apologize for any inconvenience Ms. [redacted] has experienced related to this matter.  If there are any additional questions regarding this issue, I can be contacted 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,   Christopher H. Executive Services Analyst

May 3, 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:   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] requested a refund of the $5.86 balance reflected on her account when it was closed.    We corresponded with Ms. [redacted] regarding this matter via e-mail on May 3, 2016, and explained that per the Boost Mobile Terms and Conditions, any unused balance reflected on an account at the time it is closed is not refundable.  However, due to any possible misunderstanding that may have occurred we agreed to allow her to reactivate services and use the balance on our 10 cents per minute Pay-As-You-Go plan, or receive an account credit to the active Sprint, Boost Mobile, Virgin Mobile USA, or Assurance Wireless account of a friend or family member.  Unfortunately, she declined our offers.  Should she wish to take advantage of one of our offers she has 30 days from the date of this letter to contact our office.   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 a.m. to 4 p.m., Central Time.   Sincerely,   Tekiesha H. Executive Services Analyst

December 22, 2016   Revdex.com 8080 Ward Parkway, Suite 401 Kansas City, MO  64114   Re:  Revdex.com Case [redacted], [redacted] Y. [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 contacted our Customer Care department and requested to port her phone number to VMU; however, she indicated that our Customer Care agents were unable to complete the port successfully.  Furthermore, she indicated we were able to transfer her number to VMU, but the services were not working correctly.  As such, she requested for her number to be transferred back to her original service provider.         We spoke with Ms. [redacted] regarding this matter on November 29, 2016, and explained that per our Terms and Conditions, any payments reflected on an account are not refundable.  Ms. [redacted] requested a refund for the amount of $45 she had paid to activate her VMU services, and to port her number back to her original service provider.  We spoke with Ms. [redacted] on December 2, 2016, and advised that all payments are non-refundable; however, we would put in a request to provide the refund, and we advised Ms. [redacted] that we cannot make any guarantees that the refund would be provided.  Our records reflect that Ms. [redacted] used 86 voice minutes and 15 text messages between November 22 and 23, 2016.  As such, we are unable to provide a refund for her service payment.  In an effort to resolve this matter we offered to apply a credit equivalent to two months of service charges should she return to VMU.  Although she declined our offer we feel we have addressed this matter in full.   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

January 9, 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:   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 device began to malfunction shortly after his purchase.  He contacted our Customer Care department and attempted to have his device replaced; however, he was advised that he would have to pay $25 for a replacement device.  As such, Mr. [redacted] requested that we explain why he has to pay $25 for a replacement device.  In addition, he requested a credit for one month of services to stay with VMU.   We initially spoke with Mr. [redacted] regarding this matter on December 30, 2016, and explained that VMU devices are sold with a one-year manufacturer’s warranty.  Should a customer wish to receive a warranty replacement device directly from VMU a $25 Warranty Replacement Fee is applicable.  Customers also have the option of working with the manufacturer directly to receive warranty service, and in those instances where VMU is not used as a warranty pass-thru the Warranty Replacement Fee charged by VMU is not applicable.  As a courtesy and due to any possible misunderstanding that may have occurred, we provided Mr. [redacted] with a replacement device, waived the $25 Warranty Replacement Fee and applied a $50 credit on his account to offset one month of service charges.  We spoke with Mr. [redacted] on January 6, 2016, to confirm he received his replacement device and he stated that the device is working to his expectations.  Mr. [redacted] expressed his understanding and satisfaction with our resolution.   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 10 a.m. to 7 p.m., Central Time.   Sincerely,   Christopher H. Executive Services Analyst

Reference: ID 1on complaint submitted on June 26, 2017This letter is written in response to the notification letter received on July 3, 2017 from the Revdex.com that was submitted to Integrated Medical Partners on June 27, 2017 on behalf of the patient [redacted] Per the...

date of service of December 22, 2016, the patient did overpay on the account of $250.00. This credit and needed refund was located on January 10, 2017 and was submitted over to [redacted] by Integrated Medical Partners team member [redacted]. Integrated Medical partners submitted a second request to [redacted] on March 23, 2017 requesting additional research/investigation into the need to refund the patient.Upon receiving the notification letter from the Revdex.com, Integrated Medical Partners team member [redacted] submitted an expedited request in the amount of $250.00 to [redacted]. At this time, Integrated Medical Partners is pending a response of a refund along with the refund check number.Thank you,[redacted]Senior Vice President of OperationsIntegrated Medical Partners, Inc.309.689.8910

August 25, 2017   Revdex.com 8080 Ward Parkway, Suite 401 Kansas City, MO  64114   Re:  Revdex.com Case [redacted], Ms. [redacted] (Rebuttal)        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.  We regret the circumstances that led to Ms. [redacted] contacting your office again. In the information provided, Ms. [redacted] stated that she feels that VMU should have offered her a warranty replacement device comparable to the Samsung Galaxy J7 device that she had instead of a cheaper device.  Ms. [redacted] indicated that her Galaxy J7 device cost $229 when she purchased it, and the Samsung Galaxy J7 Perx device was priced at $129.99 on the VMU website.  Ms. [redacted] stated that she should have been offered the opportunity to receive a service credit to upgrade her device.    As stated in our previous response to your office dated August 15, 2017, our records reflect that Ms. [redacted] contacted our Customer Care department on July 12, 2017, to report that she had been unable to send text messages to various phone numbers.  Our records further reflect that troubleshooting steps were taken to resolve her concerns, but we were unable to identify any network outages were present in Ms. [redacted]’s home service area.  On July 16, 2017, our Customer Care representatives ordered Ms. [redacted] a replacement device, the Samsung Galaxy J7 Perx, as this was the only comparable replacement device available.    During our August 22, 2017, conversation with Ms. [redacted] we provided the information outlined above.  We also thanked Ms. [redacted] for providing her feedback related to our warranty replacement process.  We agreed to forward Ms. [redacted]’s feedback through our internal channel for process improvements.  Although we regret that Ms. [redacted] disagrees with the information provided we believe that we have addressed her 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 toll-free at ###-###-####, ext. [redacted].    Sincerely,   Mondrell [redacted] Executive Services Analyst

January 25, 2017   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 purchased an iPhone 5s from our website; however, upon receiving the device, she indicated the device was defective.  She contacted our Customer Care department and she was advised that she had 7 days from the date of the order to return her phone for a refund.  She disputed the 7 day return policy and advised that VMU should allow the return of the device for a refund and provide prepaid postage to facilitate the return of the device.         We spoke with Ms. [redacted] regarding this matter on January 25, 2017, and explained that per our Terms and Conditions, phones purchased directly from VMU may be returned for a full refund within 7 days of purchase. Customers must have the original receipt, packaging materials and all components. In addition, all mobile phones purchased directly from VMU include a one-year warranty from the original equipment manufacturer. Because the device is defective and she has exceeded the allowable return timeframe we offered Ms. [redacted] a replacement iPhone 5s, and a credit for one month of service charges; however, Ms. [redacted] denied our offer, and she requested a refund for her iPhone 5s.  Although we are unable to issue a refund as resolution to this matter we feel the offer presented is fair.       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,   [redacted] H. Executive Services Analyst

July 24, 2017   Revdex.com 8080 Ward Parkway, Suite 401 Kansas City, MO  64114   Re:  Revdex.com Case [redacted], Mr. [redacted]        Virgin Mobile USA (VMU)        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 he had VMU service for over two years, but he was unable to have his Apple iPhone 5s device unlocked so that he could switch to a new cell phone provider and use his phone with their service.  Mr. [redacted] indicated that he has been provided conflicting information from different customer care representatives and would like his device unlocked immediately.    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 https://www.virginmobileusa.com/unlock.   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.   During our July 12, 2017, conversation with Mr. [redacted] we informed him that we regret any possible misunderstanding that may have occurred regarding our handling of his request to unlock his device.  After an additional review of our records, we confirmed that Mr. [redacted]’s Apple iPhone 5s device associated with phone number ending [redacted]is eligible for DSU unlocking.  Please note that during our subsequent conversation with Mr. [redacted] on July 17, 2017, we informed him that his Apple iPhone 5s device has been successfully unlocked.  Mr. [redacted] confirmed his satisfaction with actions taken by our office to resolve his device related concerns.   On behalf of Sprint, I apologize for any inconvenience this matter may have caused Mr. [redacted].  If he has any questions regarding this issue, he can contact me directly calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####, ext. [redacted].  I am available Monday through Friday between 8 a.m. and 5 p.m., Central Time.   Sincerely,   Mondrell G. Executive Services Analyst

August 18, 2016 Revdex.com8080 Ward Parkway, Suite 401Kansas 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 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] indicated that on July 22, 2016, he requested that VMU cancel his services, but his internet and text messaging services were still working.  Due to having only used the services for five days he requested a refund of his service payment of $40, made on July 16, 2016.  He expressed his dissatisfaction that his refund request was denied due to having used five days of service.   We attempted to contact Mr. [redacted] on August 2, 3, and 5, 2016, at phone number ending with 9910 and via e-mail to explain that while we regret any possible misunderstanding that may have occurred regarding our refund policy, service payments are non-refundable, and we do not issue prorated refunds for unused services.  This information is available to our customers in our VMU Terms and Conditions at [redacted].  Unfortunately, we were unable to reach him.  In addition, we also sent him a letter on August 8, 2016, via the U.S. Postal Service asking him to contact us directly.   On August 11, 2016, we received an e-mail from Mr. [redacted] indicating that he would contact us; however, we have yet to receive a follow-up e-mail or phone call from him.  We also attempted to reach Mr. [redacted] by phone and e-mail on August 16, and 18, 2016, without success.  We invite Mr. [redacted] to contact our office, if his concern remains unresolved.   On behalf of Sprint, I apologize for any inconvenience Mr. [redacted] may have experienced as a result of this matter.  If Mr. [redacted] has any questions regarding this concern, he can contact me directly by calling Sprint Executive & Regulatory Services department toll-free at ###-###-####.  I am available Monday through Friday 9:30 a.m. to 5:30 p.m., Central Time. Sincerely, Marco M.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]

January 15, 2016
[redacted]
Revdex.com
8080 Ward Parkway, Suite 401
Kansas City, MO 64114

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

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

the above-referenced inquiry of Ms. [redacted] regarding our Virgin Mobile USA (VMU) product. We appreciate your assistance in bringing our customer’s concerns to our attention. In her complaint, Ms. [redacted] indicated that her account was closed without notification, and after multiple requests the service or balance has not been restored to date. She requested a refund of the paid balance reflected on her account at the time it was closed.

Our records reflect Ms. [redacted] was subscribed to a grandfathered Pay-As-You-Go rate plan of 25 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 Ms. [redacted] did not remit a payment in accordance with her service plan requirements by October 9, 2015, and as a result her balance was expired on December 9, 2015, and her account was closed. After reviewing the circumstances of the request we agreed to issue a refund of the previous account balance of $235.80. During our discussion with Ms. [redacted] on January 11, 2016, we advised her of the above information and informed her she can expect a refund check within 7-14 days. Ms. [redacted] confirmed satisfaction with the resolution brought forth.

On behalf of Sprint, I apologize for any inconvenience Ms. [redacted] may have experienced. If Ms. [redacted] has any additional questions, 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 5:00 p.m., Central Time.

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

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

July 28, 2017   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 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] expressed his dissatisfaction with his recent attempts to contact VMU Customer Care to request a return label. He explained that he needs to return a recently purchased device and requested a refund of $85.59.   During our conversation with Mr. [redacted] on July 17, 2017, we explained that per the VMU Terms and Conditions, phones purchased directly from the VMU website may be returned for a full refund within 7 days of purchase, and must include the original receipt, packaging materials and all components.  We advised Mr. [redacted] that since he purchased the device on June 22, 2017, it was outside the return policy. However, since he remitted his concern on June 30, 2017, we will submit a request for a return label to be sent, which we confirmed was delivered on July 18, 2017.    Unfortunately, our follow-up attempts to contact Mr. [redacted] on July 18 and 20, 2017, at the telephone number and e-mail address provided in his inquiry were unsuccessful.  In addition, a letter was sent on July 20, 2017, via the United States Postal Service (USPS) to the address provided in his inquiry inviting him to contact us for further assistance.    We regret any inconvenience this matter may have caused Mr. [redacted].  If we can be of further assistance with this issue, he can contact me by calling our Executive & Regulatory Services department toll-free at 1-[redacted], ext. [redacted].  I am available Monday through Friday between 7:30 a.m. and 3:30 p.m., Central Time.   Sincerely,   [redacted] Executive Services Analyst