Integrated medical

August 31, 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 Ms. [redacted] regarding our Virgin Mobile Custom (VMC) product. In her complaint, Ms. [redacted] indicated that she expressed her concerns regarding her recent service plan change that would bring her monthly cost down to $30.  She disputed that she had to pay $95, and then wait for another department to call her in order to get a refund of $65.  She requested to be compensated for the time she spent attempting to resolve this matter and the issue resolved.          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 attempted to contact Ms. [redacted] on August 10, August 11, and April 15, 2016, at phone ending with 6300 and via e-mail to discuss this matter in detail; however, we received an e-mail on August 15, 2016, that she will contact us back.  As of August 30, 2016, we have yet to hear back from Ms. [redacted].    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,   Donnetha C. Executive Services Analyst

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

To Whom It May Concern:   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 was experiencing service related issues in her home usage area.  Although her device was replaced to address her concerns she continued to experience service issues.  As a result, she requested that her device be replaced and that the $25 Warranty Replacement Fee be waived due to the multiple replacements she has received.   During our discussion with Ms. [redacted] on September 8, 2016, we explained that after researching her service concerns we determined that her concerns were device related.  As a result, we sent her a different model replacement device as a one-time courtesy in an effort to address her concerns.  During a follow-up discussion with her on September 9, 2016, she verified that she had received and activated the device we sent, and that service is now meeting her expectations.  She expressed her understanding that she is required to return the defective device she is currently in possession of and confirmed that her concerns have been resolved to her satisfaction.   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 7:30 a.m. to 3:30 p.m., Central Time.   Sincerely,   TekieshaH. Executive Services Analyst

September 1, 2016     Revdex.com 8080 Ward Parkway, Suite 401 Kansas City, MO  64114   Re: Revdex.com File [redacted]       Virgin Mobile USA Inquiry       Sprint Case [redacted]   To Whom It May Concern:...

  Sprint is in receipt of the above-referenced inquiry of Ms. [redacted].  We appreciate your assistance in bringing our customer’s concerns to our attention.  According to the information provided in Ms. [redacted]’s inquiry, she stated that her son received a replacement iPhone device; however, Virgin Mobile Customer Care could not activate the device.  Ms. [redacted] further stated that she was advised that someone would call her back, but no one did.   We appreciate Ms. [redacted]’s taking the time to provide us with the details of her experience with our Virgin Mobile Customer Care personnel.  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 that we have been unable to directly communicate with Ms. [redacted] by e-mail or via her telephone number in her inquiry to address her activation concerns.  We attempted to reach her by phone and e-mail on August 23, 25, and 30, 2016. Although we were unable to speak with the account holder, we spoke with [redacted] on August 23, 2016, and he confirmed that the device was previously activated.    We regret any misunderstanding that may have occurred during Ms. [redacted]’s attempts to receive assistance with activation of the iPhone device.  Because we were unable to speak with Ms. [redacted] to discuss these concerns in detail, we were unable to investigate these matters further.    If this issue remains unresolved or if Ms. [redacted] has other questions concerning this inquiry, we invite her to 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,   Shannon P. Executive Services Analyst

May 22, 2017   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.  We appreciate your assistance in bringing our customers’ concerns to our attention.  In her inquiry, Ms. [redacted] stated that she received a notice stating that she has to use her Lifeline phone once every 30 days, and that her service would be interrupted in 15 days from the date of the notice if a call was not made from the device.  Ms. [redacted] further stated that she mailed a response letter to Assurance Wireless stating that she lost her device, and requested to have her service suspended and a new device sent to her.  She stated that she did not receive a new device; however, her she found her lost device on April 24, 2017, and contacted Assurance Wireless on April 26, 2017, requesting to have her service restored.  At that time, our representatives informed her that her that she would need to reapply for Lifeline service.  In addition, Ms. [redacted] stated that she believes that Assurance Wireless made an error by failing to suspend her service as requested and she believes that her service she be restored. Lifeline customers must have activity every 30 days.  Sending a text message will not count as activity; however, receiving a text message, using data, and checking the account balance counts as activity.  Customers will receive a letter after 30 consecutive days of inactivity warning they only have 15 days to use their phone. If the phone is not used within that 15 day warning period, customers’ Lifeline service is canceled and they must reapply. Our records reflect that Ms. [redacted]’s most recent Assurance Wireless application was received on April 25, 2016, and the application was approved on that date.  Our records further reflect that Ms. [redacted] was opted out of the Lifeline program on April 18, 2017, due to her failure to use her service once every 30 days.  Unfortunately, we were unable to locate any record of receiving a letter from Ms. [redacted] requesting to have her service suspended and to be sent a new device.   During our May 5, 2017, conversation with Ms. [redacted], we provided the information outlined above.  We further informed her that we received an Assurance Wireless application from her on April 26, 2017, and the application is pending approval from the California Lifeline Administrator.  In addition, we applied 500 bonus minutes to her account to use while she was waiting on the approval of her application with California Lifeline.  We are pleased to inform you that Ms. [redacted]’s Lifeline application was approved on May 19, 2017.  As such, we believe this issue has been fully resolved.   On behalf of Sprint, I apologize for any inconvenience this matter may have caused.  If we can be of further assistance with this matter, Ms. [redacted] can contact me by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####, ext. [redacted].  I am available Monday through Friday between 7 a.m. and 3:30 p.m., Central Time.   Sincerely,   Kendra [redacted] Executive Services Analyst

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered]
Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted] They are KEEPING my money one way or the other period..it was in that acct should I want to purchase ringtones and so on it's my money that I mistakenly put there as "good faith" money on my part, but it seems like I am the only one in this situation that has any integrity... So if $5.86 means so much to this company that they refuse to give it back, then there is nothing I can do... why would I want to reinstate a phone service that I left and this is just one of the MANY reasons I left them..  they call it a refund but it is NOT it is my money..but it's a small price to pay to get as far away from this company as possible ..Thank you..

August 29, 2017   Revdex.com 8080 Ward Parkway, Suite 401 Kansas City, MO  64114   Re:  Revdex.com Case [redacted]        Virgin 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.  We appreciate your assistance in bringing our customers’ concerns to our attention.    In her inquiry, Ms. [redacted] expressed her dissatisfaction with the length of time taken for us to provide a refund for a $40 Top-Up card she purchased from one of our third-party retailers but was unable to activate on her account.  Ms. [redacted] described unfavorable customer experiences during her attempts to address that matter and requested that we provide her refund promptly.   We regret the circumstances that led to Ms. [redacted]’s inability to activate her VMU services and use her referenced Top-Up card, as well as any delay in processing her requested refund.  During our August 11, 2017, conversation with Ms. [redacted]s, we informed her that her previous refund request was escalated to our Consumer Finance team by representatives of our Customer Care department on multiple occasions but that her refund could not be processed because of incorrect or incomplete information included on that request.    In order to expedite her request, we confirmed her information and updated her contact number.  We then forwarded that information to our Consumer Finance department for additional review.  We are pleased to confirm that Ms. [redacted]’s refund was approved and processed and that her $40 check was sent to her address of record.    During our follow-up conversation with Ms. [redacted] on August 24, 2017, we discussed the explained the details noted above.  She confirmed that she received her refund check and indicated her satisfaction with our actions.    We appreciate Ms. [redacted]'s taking time to provide details of her experience with our VMU Customer Care and third-party representatives.  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.   On behalf of Sprint, I apologize for any inconvenience this matter may have caused Ms. [redacted].  If we can be of further assistance regarding this concern, she can contact me by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####, ext. [redacted]. I am available Monday through Friday between 7 a.m. and 3:30 p.m., Central Time.   Sincerely,   Kendra [redacted] Executive Services Analyst

December 16, 2015
[redacted]
Revdex.com
[redacted]
Kansas City, MO 64114
Re: Revdex.com Case [redacted], [redacted]
Virgin Mobile USA Inquiry
Sprint Case [redacted]
Dear Ms. [redacted]:
Sprint is in receipt of the above-referenced inquiry of Ms. [redacted]...

[redacted] regarding our Virgin Mobile USA product. We appreciate your assistance in bringing our customers’ concerns to our attention. In her inquiry, Ms. [redacted] indicated that her service was suspended and her accrued balance was forfeited due to VMU’s failure to automatically deduct her payment from her bank account. She further expressed her dissatisfaction with our Customer Care representative’s inability to address her concerns or escalate her to the appropriate management team for further assistance. As a result, she requested to have her service and accrued account balance restored.
We appreciate Ms. [redacted]’s taking the time to provide us with the details of her experience with our Customer Care representatives and regret any misunderstanding that may have occurred regarding Ms. [redacted]’s referenced payment. 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.
Our records reflect that Ms. [redacted] enrolled in our automatic payments feature, which authorizes us to withdraw funds from her bank account to pay her VMU service charges. Unfortunately, our records further reflect that we sent Ms. [redacted] text messages on May 12, and May 15, 2015, informing her that a system update required that she re-enter her debit/credit card on file and re-enroll for the automatic payment feature for continued service prior to her next payment due date. Because Ms. [redacted] failed to update her information prior to her next payment due date on September 25, 2015, her service was suspended and her balance was forfeited in accordance with our Terms and Conditions. In addition, Ms. [redacted] contacted our VMU Customer Care department on November 30, 2015, and her service was resumed on that date.
During our December 4, 2015, conversation with Ms. [redacted] she confirmed that her service has been restored. However, she stated that our VMU Customer Care representatives denied her request to restore her accrued balance; therefore, she requested that we apply a credit to her account to offset the balance that was forfeited when her account was canceled. As a one-time courtesy, we agreed to apply a credit in the amount of $240.37 to Ms. [redacted]’s account. We are pleased to inform you that Ms. [redacted] expressed his satisfaction with the resolution of this matter.
On behalf of Sprint, I apologize for any inconvenience this matter may have caused. If we can be of further assistance with this matter, you can contact me by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####, ext. [redacted]. I am available Monday through Friday between 8 a.m. and 4:30 p.m., Central Time.
Sincerely,
Kendra Odom
Executive Services Analyst

August 22, 2017       Revdex.com 8080 Ward Parkway, Suite 401 Kansas City, MO  64114   Re:  Revdex.com File [redacted], [redacted]       Boost Mobile 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. In his complaint, Mr. [redacted] expressed dissatisfaction with his attempts to obtain Assurance Wireless service, stating he was told he was approved, but he never received a device. As such, he requested assistance obtaining a device and establishing service.    In review of our records, we determined that we received three applications from Mr. [redacted] on March 22, 2017, June 1, 2017 and July 30, 2017, but they were denied because the California Lifeline Administrator determined that he is not eligible for the discount.   Our records further support that Mr. [redacted] reapplied for service and was approved on August 17, 2017 with telephone number ending in [redacted].  Based on the information outlined above, we are unable to identify any error on the part of Assurance Wireless regarding this concern.  During our conversation with Mr. [redacted] on August 21, 2107, we informed him of the above information and advised him according to the FedEx tracking ([redacted]) he will receive his device on August 26, 2017. Mr. [redacted] confirmed his satisfaction with the resolution provided.   On behalf of Sprint, I regret any inconvenience Mr. [redacted] may have experienced as result of this [redacted]er.  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 8 a.m. to 5 p.m. Central Time.    Sincerely,   La Taushia L. Executive Services Analyst

December 30, 2015
[redacted]
Revdex.com
8080 Ward Parkway, Suite *01
Kansas City, MO 6*11*
Re: Revdex.com Case [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 customers’ concerns to our attention. In her inquiry, Ms. [redacted] expressed her dissatisfaction with the level of customer service provided by our representatives during her attempts to address unresolved issues with her inability to access her VMU account via our website. She further expressed her dissatisfaction with having to obtain a court ordered subpoena in order to receive a copy of her call record details in the event that the issue with the website is not addressed in a timely matter.
We appreciate Ms. [redacted]’s taking the time to provide us with the details of her experience with our Customer Care representatives. 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.
During our December 18, 2015, conversation with Ms. [redacted], we explained that, we were unable to identify the source of her reported concerns. Therefore, we requested that
Ms. [redacted] attempt to log into her VMU account online through our website. We are pleased to inform you that Ms. [redacted] successfully logged into her online account via the www.virginmobileusa.com website at that time. As such, Ms. [redacted] confirmed that her issue had been fully addressed.
On behalf of Sprint, I apologize for any inconvenience this matter may have caused
Ms. [redacted]. If you have questions regarding this issue, please contact me directly at [redacted] or by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####, ext. [redacted]. I am available Monday through Friday between 8 a.m. and *:30 p.m., Central Time.
Sincerely,
Kendra [redacted]
Executive Services Analyst

April 13, 2016
Revdex.com
8080 Ward Parkway, Suite 401
Kansas City, MO 64114
Re: Revdex.com Case 11299899, [redacted]
Virgin Mobile USA Inquiry
Sprint Case 2199977
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] requested that his VMU branded iPhone 5 be unlocked for use with another carrier.
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 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 possible misunderstanding that may have occurred regarding the unlock request for this device. However, after a review of our records, we have confirmed that the device associated with phone number ending in 9014 is eligible for MSL unlocking. Please note that the MSL Unlock code was provided to Mr. [redacted] on March 30, 2016. We are unable to provide any assistance with activating the device on another provider’s network.
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,
[redacted].
Executive Services Analyst

June 24, 2016   Revdex.com 8080 Ward Parkway, Suite 401 Kansas City, MO  64114   Re:  Revdex.com Case [redacted] – [redacted] Virgin 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.  We appreciate your assistance in bringing our customers’ concerns to our attention.  In her inquiry, Ms. [redacted] stated that she made a payment in the amount of $40 to her VMU account in order to have access to unlimited minutes for her billing period; however, she has not been able to make and receive calls since the payment was remitted to her account.  She further stated that she requested a refund for the payment that she made, and a supervisor assured her that the monies would be refunded. She advised that she then received a voicemail from VMU informing her that the refund was denied due to her using over 100 text messages and 50 voice minutes.  Ms. [redacted] requested a refund in the amount of $40 because she stated that the text messages that she used had no bearing on the fact that she paid for unlimited minutes and she was unable to use them.    Sprint is committed to protecting the privacy of our customers.  In accordance with that commitment, we take measures to verify that callers are authorized to discuss and/or make changes to an account.  Specifically, we require that each account has a PIN and that the PIN is verified by the account holder or an individual authorized to have access to the account before we can discuss sensitive account information or make any changes to the account.  We have not had the opportunity to obtain permission from Ms. [redacted] to discuss this matter with her or authenticate her ability to access account information with regard to this inquiry.  As a result, we cannot provide private information, or make any changes to the account.    We regret any misunderstanding that may have occurred regarding the referenced service concerns.  In order to ensure proper resolution, we must speak with Ms. [redacted] directly.  We attempted to contact Ms. [redacted] at the phone number ending with 4503 to discuss this matter in detail on June 13, and June 15, 2016; however, we were unable to reach her.  However, we received e-mail correspondence from Ms. [redacted] on June 13, 2016, stating that she resolved her refund concerns with her financial institution.  As such, we believe this matter has been addressed.   On behalf of Sprint, I apologize for any inconvenience this matter may have caused Ms. [redacted].  If she has questions regarding this issue she may contact me by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####, ext. [redacted].  I am available Monday through Friday between 8 a.m. and 4:30 p.m., Central Time.   Sincerely,   Kendra [redacted] Executive Services Analyst

March 10, 2017     Revdex.com 8080 Ward Parkway, Suite 401 Kansas City, MO  64114   Re:  Revdex.com Case [redacted], Rebuttal, [redacted]        Virgin Mobile USA Inquiry        Sprint Case [redacted]   To Whom It May Concern:   Sprint is in receipt of the above-referenced inquiry of Ms. [redacted] regarding our Virgin Mobile USA (VMU) product.  We appreciate your assistance in bringing our customers’ concerns to our attention and regret the circumstances that led her to contact your office again. In the information provided, Ms. [redacted] stated that she has been in communication with VMU and has provided all the e-mails she was sent which also included information from her financial institution.   During our March 8, 2017, e-mail conversation with Ms. [redacted], she indicated that her financial institution provided her with the same information she previously provided our office.  We confirmed that the order number, [redacted], placed was for an Alcatel one Touch Elevate (AL5017AVB); however, we have no record of an order being placed for an iPhone 5s with the information she provided.  Therefore, if there was another order placed, we would need a copy of her financial statement that reflects the transaction identification number with the charges so that we may further investigate.  Although we regret that she disagrees with the information provided, we have no record of an existing order for an iPhone 5s with the information she has provided.  If she would like to provide additional details, we invite her to forward those details so that we may further review and investigate.   If Ms. [redacted] has questions regarding this matter, she can contact me by calling 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 Service Analyst   Tell us why here...

July 10, 2017
Revdex.com
8080 Ward Parkway, Suite 401
Kansas City, MO 64114
Re: Revdex.com Case [redacted]
[redacted] USA Inquiry
Sprint Case [redacted]
To Whom It May Concern:
Sprint is in receipt of the above-referenced complaint of Ms. [redacted]...

[redacted] regarding our [redacted] USA (VMU) product. We appreciate your assistance in bringing our customers’ concerns to our attention. According to the information provided, Ms. [redacted] advised that she contacted our VMU Customer Care team due to the death of her brother [redacted], and was advised that the account would be refunded in the amount of $277.45, in 3 to 5 business days. Upon contacting the VMU Customer Care team for follow up she was advised that the refund request was denied. She further stated that she was referred to the website to view our refund policy, but she could not locate the policy online. Ms. [redacted] requested a refund in the amount of $277.45.
During our conversation with Ms. [redacted] on June 27, 2017, we advised her that as outlined in our Terms and Conditions, all funds applied towards a VMU account can only be redeemed toward a VMU product or service. Exceptions to this policy are made if a subscriber activates service in an area with no coverage, or if less than the allowable amount of service is used prior to the refund request. In addition, according to our records, two refunds in the amount of $15 plus tax of $1.22 for a total of $16.22 each, were credited back to the credit card ending in [redacted].
As the result of an overpayment on April 19, 2017. Further, a systematic save effort credited the account in the amount of $10 on June 20, 2017, due to non-use on the account and brought the existing cash balance to $247.45. On April 19, 2017, the voicemail was checked and $.10 was deducted from the balance. The current account balance is $247.35. Unfortunately, we are unable to refund the remaining balance. As such, we offered Ms. [redacted] the option to transfer the funds to the account of a family member or friend affiliated with any of our Sprint branded companies such as VMU, [redacted], Sprint, or Sprint Prepaid. Although Ms. [redacted] declined our offer we believe this matter has been fully addressed. Ms. [redacted] has 30 days from the date of this letter to accept our offer.
On behalf of Sprint, I apologize for any inconvenience this issue may have caused Ms. [redacted].
If she has questions regarding this concern, 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

[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]

October 19, 2016   Revdex.com 8080 Ward Parkway, Suite 401 Kansas City, MO  64114   Re:  Revdex.com Case [redacted], [redacted]        Virgin Mobile 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 and regret the circumstances that led him to contact your office once again. According to the information provided, Mr. [redacted] disagrees with our response, advising that VMU offers to apply a credit to another account rather than a credit his account.   As outlined in our previous response October 6, 2016, we regret the circumstances that led Mr. [redacted] to close his VMU account on September 25, 2016.  As outlined in our Terms and Conditions, all funds applied toward a VMU account can only be redeemed toward a VMU product or service.  Exceptions to this policy are made if a subscriber activates service in an area with no coverage, or if less than the allowable amount of service is used prior to the refund request.    During our discussion with Mrs. [redacted] on September 30, 2016, we explained the information outlined above.  Further, we advised Mrs. [redacted] that although her VMU account was closed on September 25, 2016, we are willing to apply a credit of $35.00 to the account of a family member or friend who has an active Boost Mobile, Sprint, or VMU account. Although Mrs. [redacted] declined our offer, we believe we have reached an amicable resolution.   We attempted to follow-up with Mr. [redacted] and Mrs. [redacted] on October 13, 14, 18, and 19, 2016, at (xxx) xxx-[redacted] and via e-mail should both have any remaining concerns regarding the resolution offered; however, we have been unable to reach them.  In order to apply the credit to Mr. [redacted]’s Data Done Right account, we must speak with him directly.    On behalf of Sprint, I apologize for any inconvenience this issue may have caused Mr. [redacted] and Mrs. [redacted].   If they have questions regarding this concern, they 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 Services Analyst

September 9, 2016   Revdex.com 8080 Ward Parkway, Suite 401 Kansas City, MO  64114   Re:  Revdex.com Case [redacted], Rebuttal, [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 rebuttal, Mr. [redacted] indicated that he is rejecting our response due to his initial request of transferring his balance to another account; however, he does not have an account to transfer the balance to.  As such, Mr. [redacted] requested the refund to be provided.   We spoke with Mr. [redacted] regarding this matter on September 2, 2016, and explained that per the VMU Terms and Conditions, service payments are not refundable; however, we agreed to submit his refund request to our Finance department for review.  A review of his refund request determined that we resumed his account on December 2, 2015, and added a credit of $87. Account credits are non-refundable.  Furthermore, per our Terms and Conditions all service payments are non refundable.  As such, we have denied his request for a refund.  We attempted to reach Mr. [redacted] on September 6 and 8, 2016, to communicate our response; however, we have been unable to reach Mr. [redacted].   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 10:30 a.m. to 6:30 p.m., Central Time.   Sincerely,   Chris H. Executive Services Analyst

February 22, 2016
Revdex.com
8080 Ward Parkway, Suite 401
Kansas City, MO 64114
Re: Revdex.com File [redacted]
Assurance Wireless 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 in Ms. [redacted]’ inquiry, she stated that she remitted a $30 payment to her account in order to add the $30 Unlimited plan to her account; however the plan was not added. As a result, she was charged at a $.10 per minute rate. Ms. [redacted] also expressed that she is dissatisfied with the length of time a customer has to wait on hold to speak with an operator regarding their account concerns. To resolve these concerns, Ms. [redacted] requested that $30 be refunded to her Assurance Wireless account.
We appreciate Ms. [redacted]’ taking the time to provide us with the details of her experience with one of our online web self service process. 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.
During our discussion with Ms. [redacted] on February 15, 2016, we advised that we are willing to add the $30 credit to her Assurance Wireless account, and that the $30 Unlimited Minute Service plan will be effective on February 18, 2016. Ms. [redacted] advised that this resolved her complaint and she had no further questions or concerns.
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] may 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

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]

February 10, 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]...

[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 he purchased an HTC Desire [redacted] from one of our VMU third-party retailers, citing that due to cell sites undergoing repairs he is unable to obtain a strong enough signal to receive text messages or phone calls. He cited that this issue has been ongoing for three months of which VMU offered to send him an LG Volt as a temporary replacement and see if he can acquire a better signal. He was later prompted to return his HTC Desire then placed on a waiting list once the HTC Desire was available for replacement. He requested that his original phone model be replaced with a better device as promised by VMU, and to be compensated retail price of the HTC Desire. On behalf of Sprint, I apologize for any inconvenience this matter may have caused Mr. [redacted].
We appreciate Mr. [redacted]’s taking the time to provide us with the details of his experience with our Customer Care department. 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 difficulty Mr. [redacted] may have experienced with his VMU services. Our records support that the address associated with his VMU account is within our coverage area; however, we identified that one of the towers servicing that area experienced intermittent network issues that began on September 11, 2015, through January 28, 2016.
During a previous conversation with Mr. [redacted] on January 28, 2016, we explained the information outlined above. As a resolution and due to any possible misunderstanding that may have occurred regarding his equipment and due to his former HTC Desire being temporarily out of stock, we offered and he accepted a replacement of his former device with a new Samsung Galaxy S5 that will be delivered the next few days.
During a follow-up call with Mr. [redacted] on February 3, 2016, he confirmed receipt of his new Samsung Galaxy S5 and also confirmed that he returned his LG Volt back to our VMU warehouse. Regarding his compensation request, VMU does not compensate customers; however, our records reflect that our Customer Care representatives applied a one-time credit of $39 in October 31, 2015, and a second credit of $52 was applied on December 15, 2015. As a result, no further credits are due. Mr. [redacted] confirmed that we have fully addressed his satisfaction.
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 9:30 a.m. to 6:30 p.m., Central Time.
Sincerely,
Donnetha C.
Executive Service Analyst

February 7, 2017   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 above-referenced inquiry of Ms. [redacted] L. [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] applied for new Lifeline wireless services, but changed her mind because she does not get good service at her home address. She called Assurance Wireless on January 16, 2017, to cancel her recently submitted application.  Although she received verbal confirmation that her application would be cancelled, she received a phone in the mail.  She requested that we accept the return of the handset, cancel her application and allow her to apply with a new service provider.    Please be advised that we spoke with Ms. [redacted] on February 2, 2017, regarding her applying for Lifeline Wireless services.  We confirmed that Assurance Wireless received a service request form that was submitted by her on December 4, 2016.  She was approved on January 17, 2017, and the account was activated on January 18, 2017.  The equipment order was processed on January 18, 2017, and delivered on January 23, 2017. Our records further support that on January 23, 2017, she contacted our Assurance Wireless Customer Care department to cancel her service, and as a result, a return label was sent so that she could return the handset she received.  Ms. [redacted]’ account was cancelled February 2, 2017; however, the removal of her application was completed on February 2, 2017, pending removal from the State of California.  As of February 7, 2017, Ms. [redacted]’ Lifeline service request form reflects that she has been opted out.  We are pleased to inform you that Ms. [redacted] is pleased with our resolution to her concerns.   On behalf of Sprint, I apologize for any inconvenience Ms. [redacted] may have experienced as a result of these matters.  If Ms. [redacted] has any questions regarding these concerns, she can contact me directly by calling 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