Integrated medical

May 31, 2016   Revdex.com 8080 Ward Parkway, Suite 401 Kansas City, MO  64114   Re:  Revdex.com Case [redacted]        Boost Mobile 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 that her phone began to malfunction and as a result she experienced loss of service.  Although she has attempted to troubleshoot with our Customer Service department, but the issue remains unresolved.  She requested a replacement phone with a different model and refund for her device.   We regret any inconvenience Ms. [redacted] may have experienced as a result of her equipment malfunction.  During our May 19, 2016, discussion with Ms. [redacted], we explained that as outlined in our Boost Mobile Terms and Conditions, Boost Mobile devices are sold with a one-year manufacturer’s warranty.  Boost Mobile does not manage those equipment warranties; therefore, any warranty repair or replacement inquiries should be directed to the equipment manufacturer, not Boost Mobile.  Further, devices purchased from a third-party retailer are bound to the return/exchange policies of that location, if available.  Furthermore, she indicated that she had already made a purchase of a new device and has not been experiencing issues with it.  We agreed to schedule a follow-up call on May 25, 2016, thus allowing ample time for her to use the new phone and see if she experiences the same issues previously reported.    During our conversation on May 25, 2016, Ms. [redacted] confirmed her issue has been resolved and she no longer experiences the issues previously reported.  In addition, we agreed to apply a $100 credit on her account due to the loss of service and her purchasing a new device. We are pleased to inform that we fully addressed and resolved Ms. [redacted]’s concerns.   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

Sprint is in receipt of the above-referenced inquiry of Ms. [redacted] regarding our Virgin Mobile USA (VMU) product. In her complaint, Ms. [redacted] indicated she purchased a device on March 28, 2017; however, she received and was billed for the wrong device. Ms. [redacted] returned the...

equipment and received confirmation that the device was delivered to our warehouse on April 5, 2017.  Ms. [redacted] indicated she was informed on April 19, 2017, the equipment refund was returned to her VMU account. As such, she requested a refund for the returned equipment be credited back to her bank account.   Our records support on April 24, 2017, a refund in the amount of $600.86 was processed to Ms. [redacted]’s credit card upon verification of receipt of the returned equipment. Ms. [redacted] contacted us on May 1, 2017, and confirmed that this complaint can be closed, as she is satisfied with the resolution provided.     On behalf of Sprint, I regret any inconvenience Ms. [redacted] may have experienced as result of this matter.  If she has any additional questions regarding this 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

August 16, 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 he purchased two VMU branded LG Stylo 2 device from a third-party retailer.  He explained that he was unable to activate either device and requested refunds of the $32.10 service charges paid to each of the two associated accounts.  He further explained that he received a refund for one of the accounts, but his second refund request was denied.  He requested a refund of the $32.10 he paid for unused services on the second account.   We initially spoke with Mr. [redacted] on August 10, 2016, and explained that we verified that there was no usage reflected on the VMU account in question.  As a result, we agreed to submit a refund for his service payment of $32.10 and follow up with him after the request was reviewed.  During a follow up discussion with him on August 16, 2016, he verified receipt of the refund and confirmed that his concerns were resolved to his satisfaction.   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 a.m. to 5 p.m., Central Time.   Sincerely,   Donnetha C. Executive Services Analyst

May 25, 2016       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:   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 Boost Mobile concerns to our attention.  In her inquiry, Ms. [redacted] indicated that she placed an order for an iPhone on May 5, 2016, and was told she would receive a confirmation e-mail.  She called our Customer Care department on May 7, 2016, as she had not received her confirmation e-mail advising that the order was placed.  At that time she was told that her credit card had been declined, and to place another order for the iPhone, which she did.  On May 9, 2016, she received two confirmation e-mails stating both orders had been placed and she was charged $698.73 and $711.63.  Ms. [redacted] called in to cancel one of the orders and to receive a refund; however, she noticed that both orders had been canceled.  In addition, she was told she would have to place a third order for her equipment.  She placed a third order using her daughter’s credit card, but unfortunately that order was canceled.  Ms. [redacted] is requesting a refund for all three orders and to have an iPhone sent to her.    During our initial discussion with Ms. [redacted] on May 13, 2016, we requested a bank statement reflecting the charges in question.  In addition, we were able to successfully place an order for an iPhone 6s 64GB, and confirmed she received the device on May 16, 2016.  Furthermore, we facilitated a refund for all three orders and confirmed with Ms. [redacted] that she had received the refunds on May 24, 2016.  We confirmed with Ms. [redacted] that she is satisfied with the resolution.                                         ...⇄ We regret any inconvenience these matters may have caused Ms. [redacted].  If she has any further questions or concerns regarding these matters 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

blem:2nd complaint this evening. I apologize but I will be dead by tomorrow, and must document this so my cousin, [redacted], responsible for my medical decisions will have this on file to sue Virgin Mobile who is causing my death. Please refer to previous complaint. In addition to Crohns...

Disease, I have growth/obstruction in small bowel that is now rupturing. If I don't go to ER immediately, I will go into Septic shock, my organs will shut down and I will die. I can not call ambulance, and go to hospital without cell phone because I have animals at home who need care, and I must be able to contact petsitters to pay them while I am in hospital. I also need to call my cousin while in hospital, to ensure I receive proper care and pain meds. I will not leave a lump sum of money on my dining room table for anyone to take who might not return to care for animals. I will not lie in agony in hospital without adequate pain medication because I was unable to reach my cousin, who will ensure proper treatment/pain medication. Because Virgin Mobile has not restored my service, I am not calling ambulance. 22 year old customer service reps on phone repeatedly said they understood. They did not. My father died from septic shock, and now I will too, as I will not go to hospital without cell phone. 1st rep, [redacted], lied, and would not admit Virgin Mobile site is down tonight. 2nd rep "[redacted]", would not provide last name. Cousin [redacted] needs to know I could not go to ER due to no working cell, and died from septic shock. If I live, I am changing carriers, but I don't think I will live. If by some miracle, I make it till the 3rd when my disability benefits are direct deposited, I can switch carriers. Until then, I am without cell phone and in desperate need of hospital care. If I live through this, I want refund for $45 I paid for worthless Virgin Mobil card. If dead, [redacted] should get it.TranslateDesired Resolution / OutcomeDesired Resolution:-- Select your Desired Settlement --selectDesired Outcome:MAKE THEM ADD MY PAID FOR MINUTES/DATA USAGE NOW! MAKE VIRGIN MOBILE ISSUE $45 REFUND TO ME IF I LIVE, OR TO MY COUSIN [redacted] IF I DIE.

[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]

August 5, 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 recently placed an order for a Samsung Galaxy J7 from the VMU website, but the following day she received the wrong device.  She explained that she was advised she would have to pay for shipping charges to return the device she received.  She requested that the correct device be delivered, and that she be refunded the expedited shipping charges she paid to offset her return costs.   We spoke with Ms. [redacted] regarding this matter on August 2, 2016, and she advised that the incorrect device she received was returned on July 29, 2016, and that she has received and activated the correct device.  During our discussion we confirmed that a $12 credit was placed on her VMU account to offset the shipping charges.  In addition, we applied a credit of $33 to bring her paid balance to $45, sufficient to cover one month of service charges.  Ms. [redacted] expressed her understanding and confirmed that her concern has been 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

February 25, 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 Executive & Regulatory Services department is in receipt of...

the above-referenced inquiry of
Ms. [redacted] regarding our Virgin Mobile USA (VMU) product. We appreciate your assistance in bringing our customers’ concerns to our attention. In her inquiry, Ms. [redacted] stated every month VMU sends her a notification of how much data usage has been used, and once she has reached a certain amount of data the phone slows down. She indicated that she has asked VMU in the past what she can do to prevent her data from slowing down, and VMU advised her to turn off her mobile data. She also reported having issues sending MMS text messages. She requested a a credit for a full month of service without slowing her data usage. On behalf of Sprint, I apologize for any inconvenience Ms. [redacted] may have experienced as a result of these matters.
We are dedicated to providing our customers with world-class wireless services at the most competitive pricing levels possible. Therefore, in an effort to ensure that our network is performing at optimum levels, we reserve the right to limit data throughput speeds for the remainder of a billing cycle once a customer reaches a usage threshold, determined by plan selection, within a billing cycle. As outlined in our VMU Terms of Service, unlimited data services remain available to customers once that limit is reached; however, maximum data speeds will be reduced until the next bill cycle begins. For VMU customers not wanting to wait for the beginning of their next billing cycle to regain faster data speeds, customers can “buy up” and restart their monthly service to restore speeds. Additional data packs are also available for purchase within a billing cycle to obtain more high speed data. Customers who are approaching the limit each month receive two text message notifications: one when they reach 85 percent of the monthly threshold; and another once they reach the threshold. Customers are able to keep track of their data usage throughout the month by logging into their My Account on [redacted]. VMU began communicating this change in data speeds to impacted customers by text and e-mail on March 12, 2014.
Our records reflect that Ms. [redacted] is subscribed to our $45 Unlimited Talk, Text and Data with 3GB of 3G/4G data. In addition, Ms. [redacted]’s monthly service plan was renewed on February 4, 2016, and that she was sent text message notifications on February 18, 2016, advising that she reached 85% of her 3GB allotment.
During our conversation with Ms. [redacted] on February 22, 2016, we explained the information detailed above. We recommend that she monitor her usage or consider switching to another service plan that offers additional data within the base plan. She can review the service plans by visiting our website at [redacted]. Regarding her sending an MMS (Multimedia Messaging Service), it requires the data services to be enabled; therefore, by disabling the data services it will result in receiving an error message not allowing to her to send an MMS. We regret any inconvenience this may have caused her regarding her data services. As resolution, we applied a one-time credit of $45 to offset one month of service charges to Ms. [redacted]’s account. We are pleased to inform that this matter has been resolved to her satisfaction.
If Ms. [redacted] 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 9:30 a.m. to 5:30 p.m., Central Time.
Sincerely,
Marco M.
Executive Services Analyst

April 1, 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 Ms. [redacted]. We...

appreciate your assistance in bringing our customer’s concerns to our attention. According to the information provided, Ms. [redacted] stated that she placed an order for two Apple iPhone 5S 16GB devices; however, when she received her package, it only contained a Straight Talk SIM Card. She further stated that VMU did identify that the devices were activated and they were de-activated. She also stated that she did all that she was supposed to do, but she has not received a refund. Ms. [redacted] is requesting a refund in the amount of $545.72
We appreciate Ms. [redacted]’s taking the time to provide us with the details of her experience with our Boost Mobile customer service personnel and Boost Mobile’s refund policy regarding stolen equipment. We are continually striving to improve the quality of service provided to our customers. Please be assured that we value customer feedback and that these concerns have been forwarded to the appropriate managerial staff for further review.
We regret any frustrations that Ms. [redacted] may have experienced as a result of her device order. During our discussion with Ms. [redacted] on March 21, 2016, we advised that our records indicate that her refund was processed on March 17, 2016. At that time, Ms. [redacted] advised that she would contact our office directly to confirm receipt of the refund.
During a follow-up call to Ms. [redacted] on April 1, 2016, we confirmed that she did receive her refund and that she considers this matter resolved.
On behalf of Sprint, I apologize for any inconvenience this matter may have caused Ms. [redacted]. If she has questions regarding this matter, Ms. [redacted] can contact me by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####, ext. [redacted]. I am available Monday through Friday from 8:30 a.m. to 4:30 p.m., Central Time.
Sincerely,
Shannon P.
Executive Services Analyst

August 22, 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.  In his inquiry, Mr. [redacted] stated that his replacement device began malfunctioning one week after he received the device.  Mr. [redacted] further stated that he contacted our Customer Care department regarding the device malfunctioning and he was informed that he was not eligible for another replacement device for one year.  In addition, he contacted our Customer Care department regarding a different phone related issue and he was informed that the issue was due to a tower being down in his area and the issue would be resolved in 72 hours.  At the time of his filing the issue was not resolved, and he indicated that his device issues are worse than when he initially contacted Assurance Wireless.   During our August 3, 2017, conversation with Mr. [redacted], he stated that the back arrow key and the button on the side of his device are not working.  Therefore, he requested that we send him a different model device.  An order was submitted for a new model device on August 4, 2017, and the device was received and activated by Mr. [redacted] on August 7, 2017. As such, we believe this issue has been sully addressed.   On behalf of Sprint, I apologize for any inconvenience this matter may have caused Mr. [redacted].  If he has questions regarding this issue she may contact me by calling the Sprint Executive & Regulatory Services department toll-free at [redacted], ext. [redacted].  I am available Monday through Friday between 7 a.m. and 3:30 p.m., Central Time.   Sincerely,   [redacted] 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 $38.05 was deducted from her bank account for monthly plan charges, but the payment was not applied to her VMU account.  She requested that the payment be applied to her VMU account and her services restored.   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 20, 30, and October 3, 2016.  Unfortunately, our attempts to reach her were unsuccessful.  In addition, we sent a letter to her via the U.S. Postal Service on October 4, 2016, and invited her to contact us to discuss her concerns should she still require assistance.  In order to address her concern we will need to secure a bank statement or some proof of payment.  As a result, we will need to speak with her to fully address 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

July 11, 2016  Revdex.com8080 Ward Parkway, Suite 401Kansas 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 [redacted] regarding our Virgin Mobile USA product.  In his inquiry, Mr. [redacted] expressed his concerns when attempting to get a refund for an overpayment.  He requested a refund of the $18.80 that VMU agreed upon. Our records reflect that Mr. [redacted] remitted a duplicate payment on our VMU website of $20 on January 26, 2016.  However, on March 6, 2016, Sprint received a chargeback of $20.  In order to resolve the chargeback Mr. [redacted] remitted a payment of $21.20 to reinstate his services.  Although Mr. [redacted] remitted a $20 service payment on April 24, 2016, we confirmed that Sprint received yet another chargeback on April 24, 2016, for $20; therefore, his account was again interrupted.  To resolve the chargeback Mr. [redacted] remitted a payment of $23 the same day to resolve the chargeback, and his services were reinstated.  Our records further support that on June 16, 2016, Mr. [redacted] ported his mobile number to a new service provider and as a result, his account was immediately cancelled.   During our June 17, 2016, conversation with Mr. [redacted] we explained the information outlined above.  Based on the information detailed above, we are unable to identify any error on the part of VMU in this matter.  Although we regret any delay in providing his refund back to his credit card, because his account is no longer active we agreed to credit a friend or family member that has an active account with any of our Sprint affiliated products.  Mr. [redacted] agreed and advised us that he will contact us back as soon as he obtains the information needed in order to apply the $20 credit.  We are pleased to inform that we have fully addressed and resolved Mr. [redacted]’s refund concerns.    On behalf of Sprint, I apologize for any inconvenience this matter may have caused Mr. [redacted].  If he has any further questions regarding this concern, he can contact me directly at 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,  [redacted] M.Executive Services Analyst

June 10, 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 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 has been experiencing issues with his VMU device.  She further advised that she was charged a $25 Warranty Replacement Fee and threatened with suspension of services if she failed to return the defective device.  She requested that she be refunded $25 and that she be allowed sufficient time to transfer her contacts before returning the defective device.   We spoke with Ms. [redacted] regarding this concern on June 3, 2016, and explained that VMU devices are sold with a one year manufacturer’s warranty.  Within the warranty period customers may contact the manufacturer directly, or pay a $25 Warranty Replacement Fee to VMU to receive a replacement device.  If the same make and model is not available for replacement through VMU a comparable model would be provided.  During our follow up discussion with her on June 7, 2016, we verified that her defective device has been received back in our warehouse.  We also explained that the Warranty Replacement Fee is a valid charge.  She expressed her understanding.   We regret any inconvenience these matters may have caused Ms. [redacted]  If she has any further questions or concerns regarding these matters she can contact me directly by calling the Sprint Executive & Regulatory Services department toll-free at [redacted]  I am available Monday through Friday from 7 a.m. to 4 p.m., Central Time.   Sincerely,   [redacted] 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]n [redacted]   Yes I cant get the pin number for the phone. We did receive the one payment as told but the second payment we were told we would receive was NOT in full. Till that time its paid in full I will not retract this complaint.

October 10, 2017   Revdex.com 8080 Ward Parkway, Suite 401 Kansas City, MO  64114   Re:  Revdex.com File [redacted], Rodger [redacted]        Assurance Wireless Inquiry        Sprint Case [redacted]...

            To Whom It May Concern:   Sprint is in receipt of the above-referenced inquiry of Mr. Rodger [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] indicated that he received a defective device.  Because his device was defective, he requested to use his previous device; however, our Customer Care department was unable to assist.  He requested that we activate his previous device.   During our initial conversation with Mr. [redacted] on October 3, 2017, we explained that his previous device was still attached to his previous Assurance Wireless account.  We agreed to cancel his previous Assurance Wireless account and activate his previous device on his Virgin Mobile USA (VMU) account.  We confirmed that Mr. [redacted]’s device was activated successfully.    We regret any inconvenience these matters may have caused Mr. [redacted].  If he requires additional assistance regarding these issues, he can contact me by calling our 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,   Christopher H. Executive Services Analyst

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered]
Complaint: [redacted]
I am rejecting this response because: this is fraud.  They gave me a 12 month warranty for the phone @$229.00  That divided by 12 months equals $19.00 a month.  This phone lasted 5 months before I started having problems. I think they should pay me for the remaining 7 months that I could not use it.  That comes to $133 for the 7 months that I can't use it. Then times that by two for my husbands phone.   What good is a warranty if they are not going to stand behind it.  If you can't give an equal exchange then you should have up graded me, instead of down graded me.  That was an insult.The correct statement should be " could not text ANY phone after 4:00pm.
Regards,
[redacted]

April 13, 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, filed by Mr....

[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, Mr. [redacted] indicated that a few years ago his issues started when he was advised that he needed to switch to a 4G device. He explained that since then his service has cost him more money. He further stated that he gets delayed text messages and sometimes cannot send or receive them. He requested a refund for the cost of his phones and a $10 credit for each month that he paid for services.
In previous discussions with Mr. [redacted] on February 8, 2017, our technical team deemed his device was defective; therefore, his handset was replaced under the one year manufacturer’s warranty. In addition, as a goodwill gesture, the $25 replacement fee was waived. Furthermore, we also applied a credit in the amount of $40 to offset one month of service charges.
We regret any difficulty Mr. [redacted] continues to experience with our VMU service. Our records reflect that the service address associated with his VMU account is within our coverage area, and we have no current outage in his service area that would lead to the issues he outlined in his inquiry. We confirmed that his service is active and in use.
During our conversation with Mr. [redacted] on April 13, 2017, we apologized for any frustration he continues to experience with his service. In an effort to further investigate Mr. [redacted]’s service related concerns, we advised that we would forward the details of his reported issues once more to our technical team. Regrettably, he declined to further troubleshoot his device with our technical team because the issue has yet to be resolved; therefore, he requested to be compensated. Unfortunately, we are unable to further investigate this issue. However, we must respectfully decline his equipment refund and his credit request. We confirmed that his device is outside the 7-day return policy. Furthermore, we confirmed that his service is active and currently in use.
If he has any questions regarding this matter or if he decides to continue working with our technical team to further investigate the issue he outlined in his inquiry, 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,
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.
Thank you. I appreciate your assistance.
Regards,
[redacted]

June 14, 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 from VMU, because our website advertises that we cover all lost or stolen devices.  After her device was stolen she contacted our Customer Care department and was advised that our website is incorrect, and she would have to purchase a new device.  As such, she requested assistance with this matter.   We spoke with Ms. [redacted] regarding this matter on May 31, 2017, and explained that we are unable to replace her device free of charge; however, I would notify our web development team to update our website to reflect that insurance is required on all devices to be eligible for replacement.  We agreed to review this matter with our Executive management team, and to follow up with her once we researched her claims further.   We spoke with Ms. [redacted] on June 1, 2017, and explained that we have shared her feedback regarding our website with the appropriate managerial staff for suggested improvements.  As a courtesy, and due to any possible misunderstanding that may have occurred we offered a 50% discount towards the purchase of the same iPhone, and she agreed to take advantage of our offer.  We assisted Ms. [redacted] with completing the purchase, and with confirmation of the order.  We spoke with Ms. [redacted] on June 6, 2017, and she was able to activate her device.  Ms. [redacted] expressed her understanding and satisfaction with our resolution.   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 10:30 a.m. to 6:30 p.m., Central Time.   Sincerely,   Chris H. Executive Services Analyst

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

[redacted]                 To Whom It May Concern:   Sprint is in receipt of the above-referenced inquiry of Mr. [redacted] regarding our Virgin Mobile USA (VMU) product. In his complaint, Mr. [redacted] indicated that he contacted our Customer Care department on April 11, 2017, and he was advised that he would receive a replacement device.  He was advised that he would receive his device within five business days; however, after three weeks, he had yet to receive his replacement device.  As such, he requested a credit for the weeks he was unable to use our services.   During our initial conversation with Mr. [redacted] on May 1, 2017, he explained that he received his replacement device on May 1, 2017, and he requested compensation for the time he was unable to use his device.  Our system reflects that his account currently has a total balance of $101.50, and he has already received compensation for the time he was unable to use service.  Mr. [redacted] expressed his understanding and 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 1[redacted], ext. [redacted]. I am available Monday through Friday from 10:30 a.m. to 6:30 p.m. Central Time.    Sincerely,   [redacted]. Executive Services Analyst