Integrated medical

March 17, 2016
Revdex.com
8080 Ward Parkway, Suite 401
Kansas City, MO 64114
Re: Revdex.com Case [redacted], Mr. [redacted]
Assurance Wireless Inquiry
Sprint Case [redacted]
To Whom It May Concern:
Sprint is in receipt of the above-referenced complaint of Mr....

[redacted]. We appreciate your assistance in bringing our customer’s Boost Mobile concerns to our attention. In the information provided, Mr. [redacted] expressed his dissatisfaction with the delayed timeframe it has taken for him to receive a refund for an equipment purchase. Mr. [redacted] has requested an immediate refund of his purchase of $32.54.
We regret any delay Mr. [redacted] has experienced while attempting to obtain his equipment refund. Our records reflect that he contacted our Customer Care department on February 18, 2016, to advise that he returned his device to our warehouse for a refund. Our records further reflect that Mr. [redacted] contacted our Customer Care department on February 23, 2016, to inquire if his device had been received in our warehouse. We confirmed that we were able to locate his device in our warehouse and would begin the process to issue his equipment refund. Our records further reflect that Mr. [redacted] made additional calls to our Customer Care department on March 3, and 8, 2016. We confirmed that Mr. [redacted]’ equipment refund was applied to his Assurance Wireless account as of March 9, 2016. During our subsequent conversation with Mr. [redacted] on March 10, 2016, he advised that he would like the funds issued back to his credit card. As such, Mr. [redacted] was informed that this process may take additional 8-10 business days to process. We are pleased to inform you that as of March 14, 2016, a refund was processed to Mr. [redacted]’ credit card in the amount of $32.54.
During our March 17, 2016, conversation with Mr. [redacted] we provided the information outlined above. Mr. [redacted] confirmed that although he has received his equipment refund he remains dissatisfied due to having to wait a full month to be issued the refund. I informed Mr. [redacted] that we appreciate his feedback and we will take action to forward his concerns regarding our equipment refund process through our internal channels for suggested process changes.
On behalf of Sprint, I apologize for any inconvenience this matter may have caused Mr. [redacted]. If he has any additional questions regarding this matter, I can be reached by calling our department toll-free at ###-###-####, ext. [redacted]. I am available Monday through Friday from 8 a.m. to 5 p.m., Central Time.
Sincerely,
Mondrell G.
Executive Services Analyst

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
From the response, it is clear that we updated our credit card information in a timely way.  I am uncertain why this was NOT enough to safeguard the automated payment.  I hope too that SPRINT will adapt to the reality that some customers - like us - do not have regular cell connection and so phone MESSAGES are not an appropriate vehicle for critical updates.  We had an email address on record.I see no explanation for why our three mailed inquiries, including a certified mail inquiry, were left unanswered.It has taken us 6 months to get an answer, I trust that SPRINT truly views this as acceptable.I very much appreciate the effective intervention of the Revdex.com in securing resolution.
Regards,
[redacted]

May 2, 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 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] indicated that she has had month to month service with VMU for several years, and recently she made the decision to switch service providers to take advantage of a family plan.  Her device became inoperable, and as a result, she took the device to the Apple store for warranty assistance.  She further stated that her iPhone 5s was replaced, but the device was locked To VMU after it was activated.  She requested that VMU unlock her device.    With regards to Ms. [redacted]’s equipment unlocking request, 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.    After reviewing Ms. [redacted]’s device unlock request, the iPhone 5s associated with phone number ending in [redacted] was confirmed as active for 12 months.  As a result, the phone is eligible for DSU unlocking.  Please note that the SIM Unlock code was transmitted to the device in question on May 1, 2017.    During our conversation with Ms. [redacted] on May 2, 2017, we explained the information detailed above.  We confirmed that the iPhone 5s was unlocked.  We are unable to offer any further assistance with the activation of the device with a different provider.  We are pleased to inform that we have fully addressed and resolved her concerns.   We regret any inconvenience this matter may have caused Ms. [redacted].  If she has any questions 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 between 8:30 a.m. and 4:30 p.m., Central Time.   Sincerely,   Marco M. Executive Services Analyst

July 11, 2016     Revdex.com 8080 Ward Parkway, Suite 401 Kansas City, MO  64114   Re:  Revdex.com Case [redacted], [redacted]        Virgin Mobile USA Inquiry        Sprint Case [redacted]   To Whom It May...

Concern:   Sprint is in receipt of the above-referenced inquiry of Ms. [redacted] regarding our Virgin Mobile USA (VMU) product.  We appreciate your assistance in bringing our customers’ concerns to our attention. In the information provided, Ms. [redacted] stated that she purchased a device on June 13, 2016, with next day delivery; however, she was not at home at time of delivery. She contacted Fed Ex to request to pick up her device at their hub and they advised that VMU informed them to return the device. She further explained that she paid $800 and Care informed her that she can go pick up her device. She contacted VMU once more and was advised that she would receive her device by February 17,2016. She requested a tracking number, but was informed that she could call back in 4 hours to receive it. She called 4 hours later, and spoke with a supervisor who informed her that there was no order. She requested for a device to be sent next day delivery.   We appreciate Ms. [redacted]’s taking the time to provide us with the details of her experience with our Virgin Mobile personnel and our equipment ordering process and regret any frustration that may have occurred while attempting to resolve this matter.    According to our records, after her device order shipped; our finance team received notification that her credit cards were on the lost/stolen file.  Therefore, we notified FedEx to return the package to sender.  However, after the package was sent, MasterCard cleared her credit card and confirmed that it was a valid transaction.    During our initial discussion with Ms. [redacted]s on June 17, 2016, we advised her of the information outlined above.  Ms. [redacted]s differed with the information provided, and refused to speak with our office further regarding this matter.   In addition, our records reflect that we received the device back in our warehouse on June 21, 2016; therefore, a refund was processed on that date back to Ms. [redacted]s’ MasterCard.  Although, we have attempted to contact Ms. [redacted]s via her telephone number and email address to confirm receipt of the refund, we were unsuccessful in speaking with her nor did we receive a response from her.     We regret any inconvenience this matter may have caused Ms. [redacted]s.  If we can be of further assistance with this issue, Ms. [redacted]s can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext. [redacted].  I am available Monday through Friday between 7:30 a.m. and 3:30 p.m., Central Time.   Sincerely,   Shannon P. Executive Services Analyst

May 18, 2017     Revdex.com 8080 Ward Parkway, Suite 401 Kansas City, MO...

64114                                     �...⇄   Re:  Revdex.com Case [redacted], Ms. [redacted]        Virgin Mobile USA Inquiry        Sprint Case [redacted]   To Whom It May Concern:   Sprint is in receipt of the above-referenced complaint of Ms. [redacted] regarding our Virgin Mobile USA (VMU) product.  In the information provided, Ms. [redacted] stated that she has not received a refund for a device she returned to VMU on February 17, 2017.  Ms. [redacted] indicated that she received an e-mail from VMU on April 18, 2017, indicating that her refund would be issued within the next 24 to 72 hours, but she has yet to receive the refund.   She requested that her refund request be processed immediately.   We regret any delay Ms. [redacted] may have experienced while attempting to obtain her equipment refund.  Our records indicate that a refund in the amount of $128. 39 was processed to credit card ending in [redacted] on April 26, 2017.  We attempted to contact Ms. [redacted] by phone and e-mail on May 2, 4, and 5, 2017; however, we have been unable to reach her.  In addition we sent a letter via the U.S. Postal Service on May 5, 2017, inviting her to reach out to our office.  Unfortunately, she has not responded, but we feel that we have addressed her equipment refund concern 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 or if she has not received her equipment refund, 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,   Mondrell G. Executive Services AnalystTell us why here...

November 23, 2016     Revdex.com   8080 Ward Parkway, Suite 401 Kansas City, MO  64114   Re:  Revdex.com Case [redacted]        Virgin Mobile USA Inquiry         Sprint Case...

[redacted]   To Whom It May Concern:   Sprint is in receipt of the above-referenced inquiry of 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] indica[redacted] he had his device insured; however, when it was lost, he had to activate his old device causing his insurance claim to be declined by eSecuritel, citing that he provided the incorrect date of when the device was lost.  Mr. [redacted] reques[redacted] a refund of the monies he paid for insurance.   Our records reflect that Mr. [redacted] activa[redacted] services with VMU on September 3, 2016, and the insurance was added on August 16, 2016, after he activa[redacted] the initial Samsung Galaxy J7 device.  Our records further reflect that Mr. [redacted] first contac[redacted] VMU Customer Care representatives on October 7, 2016, and reques[redacted] to have the device swap back to his previous Samsung Galaxy S3.  We found no report that his phone was repor[redacted] lost or stolen before switching devices.  Final records reflect that Mr. [redacted] contac[redacted] VMU Customer Care once more on November 10, 2016, to request the date of the device swap to provide to insurance.    During our conversation with Mr. [redacted] on November 16, 2016, we advised that VMU does not administer the insurance program, as such, we are unable to provide a refund of monies he paid for his equipment insurance.  However, as excellence goodwill gesture, we applied a $21 credit to his VMU account.  We are pleased to inform Mr. [redacted] agreed to our offer and confirmed satisfaction with our resolution.   We regret any inconvenience these matters may have caused Mr. [redacted].  If we can be of further assistance with these issues, he can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext. [redacted].  I am available Monday through Friday between 7:30 a.m. and 3:30 p.m., Central Time.     Sincerely,   Veronica B Executive 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]

February 15, 2017       Revdex.com   8080 Ward Parkway, Suite 401 Kansas City, MO  64114   Re:  Revdex.com Case [redacted], [redacted]        Virgin Mobile USA Inquiry        Sprint Case...

[redacted]   To Whom It May Concern:   Sprint is in receipt of the above-referenced 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 recent loss of her accrued account balance.  She advised that she was informed her telephone number and account balance were lost due to non-use of her services.  She requested that VMU provide her with a refund of $27 for the balance that was removed from her account.   We regret any misunderstanding that may have occurred regarding Ms. [redacted]’s account; however, we are unable to identify any error on the part of VMU.  Per the VMU Terms and Conditions any paid balance remaining on an account when it is closed is forfeited and is non-refundable.  Unfortunately, our attempts to contact Ms. [redacted] on January 27 and 31, 2017, at the telephone number and e-mail address provided in her inquiry were unsuccessful.  In addition, a letter was sent on February 3, 2017, via the United States Postal Service (USPS) to the address provided in her inquiry inviting her to contact us for assistance.    We regret any inconvenience this matter may have caused Ms. [redacted].  If we can be of further assistance with this issue, she can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext. [redacted].  I am available Monday through Friday between 7:30 a.m. and 3:30 p.m., Central Time.   Sincerely,   Veronica B Executive Services Analyst

September 8, 2017     Revdex.com 8080 Ward Parkway, Suite 401 Kansas City, MO  64114   Re:  Revdex.com Case [redacted], [redacted]              Boost Mobile...

Inquiry                Sprint Case [redacted]   To Whom It May Concern:   Sprint is in receipt of the complaint referenced above, filed by Mr. [redacted] regarding our Virgin Mobile USA (VMU) product.  This complaint was served on Sprint on August 24, 2017.  According to the information provided.  Mr. [redacted] stated that VMU denied his request to unlock his iPhone 6s device.  As a result, he requested to have his iPhone 6s device unlocked.   We regret any issues Mr. [redacted] may have experienced while attempting to address his unlocking concerns.  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).   VMU will unlock a device unlock 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 conversation with Mr. [redacted] on September 7, 2017, we confirmed that his iPhone 6 device associated with number ending in [redacted] is eligible for SIM unlocking, and the device was confirmed unlocked as of August 23, 2017.  Mr. [redacted] confirmed that the device is unlocked and advised that the issue is resolved.  A credit in the amount of $30 was offered to Mr. [redacted] to offset a month of service in regards to the concerns he presented regarding his unlocking experience.  Mr. [redacted] accepted the credit and considers this matter resolved.   We informed him that we will address the poor customer service received by our Customer Care department when attempting to resolve his equipment unlocking concern. We appreciate him taking the time to provide us with the details of his experience with our Customer Care representatives.    We apologize for any inconvenience this matter may have caused Mr. [redacted].  If he has additional questions regarding this matter, he can contact me by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####, ext. [redacted].  I am available Monday, Tuesday, Thursday, and Friday from 7:30 a.m. to 5:30 p.m., Central Time.   Sincerely,   Shannon P. Executive Services Analyst

June 24, 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:...

  Sprint is in receipt of the inquiry referenced above, filed by Ms. [redacted] regarding our Boost Mobile product.  We appreciate your assistance in bringing our customers concerns to our attention.  According to the information provided, Ms. [redacted] stated she purchased a new device and she was experiencing multiple issues with her new device.  She contacted our Customer Care department and was offered to upgrade her phone for a $25 fee.  Since then, she has been experiencing battery issues with her new device and was advised by our Customer Care department that she would have to purchase a new device as her current device is out of warranty; however, she was under the impression the upgraded phone came with a warranty.   We regret any inconvenience Ms. [redacted] may have experienced as a result of her equipment malfunction.  During our June 21, 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.  We identified no error on Ms. [redacted]’s part and advised that she was provided with a remanufactured device when she paid the $25 upgrade fee, thus it does not come with a warranty.  Due to any possible misunderstanding, we completed an exchange order and waived any applicable fees for her replacement device.  We spoke with Ms. [redacted] on June 22, 2016, and assisted with the activation of her Samsung Galaxy S5 replacement.  In addition, we applied a $30 credit on her account to cover one month of service.  Ms. [redacted] expressed her understanding and was satisfied with our resolution.    If Ms. [redacted] has additional questions or concerns regarding this matter she can contact me by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####, ext. [redacted]. I am available Monday through Friday between 10 a.m. and 7 p.m., Central Time.   Sincerely,   Christopher H. Executive Services Analyst

July 19, 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 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 disagrees with our previous response to your office as there were other errors that caused her credit card payment not to be processed.  Ms. [redacted] indicated that due to not being eligible to unlock her VMU device to activate with another service provider she has decided to remain a customer of VMU at this time.    Our records reflect that Ms. [redacted] contacted our Customer Care department on June 19, 2017, to report that she was unable to process an online service payment due to her name, address, and other card information being incorrect in her VMU online account.  Our records further reflect that our Customer Care representatives took action to update this incorrect information in our system to ensure Ms. [redacted] has access to making future service payments without any problems.    As stated in our previous response to your office dated July 12, 2017, we confirmed that Ms. [redacted]’s Samsung Galaxy S7 device is not eligible for unlocking because it has not been active on a VMU account for at least 12 months.  During our July 10, 2017, conversation with Ms. [redacted] we confirmed that the spelling of her name and her current address has been corrected in our system and offered to assist her with making her next service payment for the month of July 2017 so that we may confirm no further issues.  Ms. [redacted] declined this offer and advised that she will make her service payment by purchasing pre-paid Top-Up Cards.  Ms. [redacted] confirmed that all of her account related concerns have been addressed at that time.  During our subsequent conversation with Ms. [redacted] on July 18, 2017, we provided the information outlined above.  In addition, we provided Ms. [redacted] a one-time service credit of $21 toward her next month of service charges.  Ms. [redacted] confirmed that all of her account related concerns have been resolved to her satisfaction.   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].  I am available Monday through Friday from 8 a.m. to 5 p.m., Central Time. Sincerely, Mondrell G. Executive Services Analyst

[redacted]<[redacted]>Jul 29 (3 days ago)toBetterI received a call today from Sprint Executive Offices and the matter in my Revdex.com complaint was resolved. [redacted]Sent from Yahoo Mail on Android

Sprint is in receipt of the above-referenced inquiry for [redacted] filed on behalf of the late Mr. [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 service she received from our VMU representatives when attempting to acquire a refund of the late Mr. [redacted] her father’s remaining account balance on his VMU account. She requested a full refund of the remaining balance due to her previous request to transfer the balance was denied. On behalf of Sprint, I apologize for any inconvenience Ms. [redacted] may have experienced as a result of this matter.
We appreciate Ms. [redacted]’s taking the time to provide the details of her experience with our VMU Customer Care representatives. We are continually seeking ways to improve the level of service we provide to our customers. Be assured that we value customer feedback and that details regarding her experience have been forwarded to the appropriate managerial staff for review.

We regret any possible misunderstanding that may have occurred regarding our refund policy as service payments are non-refundable. This information is available to our customers in our Terms and Conditions of Service for VMU at www.virginmobileusa.com.
During our conversation with Mr. [redacted] on April 21, 2015, we explained the information detailed above. Due to any possible misunderstanding that may have occurred regarding our refund policy, as a demonstration of our commitment to excellence, and as a one-time courtesy, we transferred $350 as one-time credit of Mr. [redacted]’s remaining balance to his daughter’s VMU account.
Additionally, our records reflect that Mr. [redacted] had setup automatic payments which resulted in a successful $20 payment to his account on March 9, 2015. Because the payment occurred after Mr. [redacted]’s passing February 16, 2015, our finance team processed a refund check of $20 and was mailed on June 10, 2015. We confirmed that the refund check was cashed on June 24, 2015. Ms. [redacted] confirmed that this matter is resolved to her satisfaction.
If you have questions regarding these matters, you or she can contact me directly at ###-###-#### or by calling Sprint Executive & Regulatory Services department toll-free at ###-###-####. I am available Monday through Friday from 7:30 a.m. to 4:30 p.m., Central Time.
Sincerely,
Marco M
Executive Service Analyst

July 19, 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 follow-up 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] indicated that she is waiting on our office to receive the same make model device as her to examine the features on the Alcatel OneTouch Speak Easy device.    During our conversation with Ms. [redacted] on July 13, 2016, we advise we received the device in our office for troubleshooting and we have confirmed that although the device is a Virgin Mobile USA device, the features are not compatible with the Assurance Wireless account.  We have activated the device on a Virgin Mobile USA demo account and all the features were correct, such as account information, downloads, and my stuff.  We activated the same device on Ms. [redacted] account with her permission, and the same features did not appear. As such, Ms. [redacted] will not be able to download or check her account information.  Ms. [redacted] understands and confirmed no other questions or concerns.     We regret any inconvenience this matter may have caused Ms. [redacted].  If we can be of further assistance with this issue, Ms. [redacted] can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext. [redacted].  I am available Monday through Friday between 7:30 a.m. and 3:30 p.m., Central Time.   Sincerely,   [redacted] B. Executive Service Analyst

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

To Whom It May Concern:   Sprint is in receipt of the above-referenced inquiry of Ms. [redacted] regarding our [redacted] USA (VMU) product.  We appreciate your assistance in bringing our customers’ concerns to our attention.  In the information provided, Ms. [redacted] requested to have her equipment devices replaced at no cost to her, citing that her current device does not keep a charge.    VMU offers a one-year warranty from the date of activation on all phone, devices, and accessories that come with our phones.  The VMU warranty replacement fee became effective November 9, 2014, and applies to all VMU phones on a Beyond Talk service plan.  As outlined in our VMU Terms and Conditions, we have the option to charge fees, activation and miscellaneous charges.  Therefore, the customer would be notified of the $25 fee at the time of the equipment RMA order is created.  If the customer declines to pay the fee, the customer has the option to work the manufacturer directly for repairs; however, they will have to pay shipping fees to ship their phone to the manufacturer and it can take up to two to four weeks to get a replacement device when working manufacturers.   During our conversation with Ms. [redacted] on March 22, 2017, we explained the information detailed above.  However, as a demonstration of our commitment to excellence and as a one-time courtesy, we agreed to waive the warranty replacement fee and processed a replacement order on March 22, 2017.  In addition, we provided her a return label to return the defective handset within 14-days to avoid any service interruption to her account.  The replacement device was delivered on March 23, 2017 and activated on March 27, 2017.  We are pleased to inform that Ms. [redacted] is satisfied with the resolution provided.   We regret any inconvenience this matter may have caused Ms. [redacted].  If we can be of further assistance with these issues, she can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext. [redacted].  I am available Monday through Friday between 7:30 a.m. and 3:30 p.m., Central Time.   Sincerely,   Veronica B. Executive Services Analyst

June 27, 2017     Revdex.com 8080 Ward Parkway, Suite 401 Kansas City, MO  64114   Re:  Revdex.com Case [redacted], [redacted]        Virgin Mobile USA Inquiry        Sprint Case [redacted]   To Whom It...

May Concern:   Sprint is in receipt of the above-referenced inquiry of Mr. [redacted] regarding our Virgin Mobile USA (VMU) product.  We appreciate your assistance in bringing our customers’ concerns to our attention.  In Mr. [redacted]’s inquiry, he expressed his concern with the level of service provided by our VMU Customer Care department during his attempts to activate his recently purchased device.  Mr. [redacted] stated that when contacting our Customer Care department he was placed on hold for extended periods of time and once he was able to reach a representative it was difficult to communicate with them due to the language barrier.  In addition, Mr. [redacted] stated that he attempted to activate his device via the VMU website but he received an error message stating that the device is not applicable.  As such, Mr. [redacted] requested to have his device activated and requested a refund for the minutes that he was unable to use due to his inability to activate his device.   We regret any misunderstanding that may have occurred regarding Mr. [redacted]’s device activation concerns.  In order to ensure proper resolution, we must speak with Mr. [redacted] directly.  We attempted to contact Mr. [redacted] at phone number ending with [redacted] to discuss this matter in detail on June 6, and 7,  2017; however, we were unable to reach him.  In addition, we also sent Mr. [redacted] a letter via the U.S. Postal Service on June 16, 2017, asking him to contact us directly.  We welcome Mr. [redacted] to contact us at his earliest opportunity if further assistance is needed; however, our records reflect that his device was activated on June 2, 2017, and he has had usage on his account since that date.   On behalf of Sprint, I apologize for any inconvenience this matter may have caused Mr. [redacted].  If he has questions regarding this issue he may 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: 11300533
I am rejecting this response because: I was not satisfied with the response .I don't use the phones they credited the refund to. I have a new company and that account is closed.I felt I had no choice as they would not give me a refund to my bank account. will never do business with Sprint or Virgin .
Regards,
[redacted]

Hi [redacted]Virgin Mobile called me on June 27th, 2017They are not refunding my money but they offered me phone service for a year using the money I already had in my account. It's too bad we had to go the Revdex.com to get results, I went back and forth for weeks with them, with no results.I think...

something is going on with Virgin Mobile, cooperate takeover, or something like that. I was their customer for 4 years without incident and then suddenly they wouldn't let me use the money in my account for my phone and would not give me a refund, they just kept asking for more money.Any way I took the deal they offered me and told them to have a strong talk with their customer service people because those people were rude, hung up on me twice and I was always polite to them, and that's not a good way to do business.The ID is [redacted]below is your Revdex.com letter that you sent me. Thank you for your help and have a great day.

---------- Forwarded message ----------From: [redacted]<[redacted][email protected]>Date: Mon, Apr 11, 2016 at 7:03 PMSubject: Complaint #11253975To: "[email protected]" <[email protected]>My complaint, #11253975, was recently resolved with Virgin Mobile. Thank you for...

your help with getting my refund.[redacted] 678.629.9453

June 24, 2016   Revdex.com 8080 Ward Parkway, Suite 401 Kansas City, MO  64114   Re:  Revdex.com Case [redacted] - [redacted] Virgin Mobile USA Inquiry       Sprint Case [redacted]   To Whom It May Concern:   Sprint is in receipt of...

the above-referenced inquiry of 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 her device began malfunctioning shortly after she purchased the device, citing that she does not receive most of her text messages and voice calls. She further stated that she was sent a replacement device by our Customer Care representatives; however, she had to return the device within two days of receiving it because the screen went black.  She contacted the manufacturer regarding a replacement device, but they informed her that the model device has been discontinued and they are unwilling to send her an upgraded device.  As a result, she requested assistance with receiving a replacement device.   As outlined in our warranty guidelines, malfunctioning devices are replaced with the same device model within the one-year warranty period.  Our warranty guidelines also outlines that customers also have the option of sending the device to the manufacturer to be repaired.   During our June 13, 2016, conversation with Ms. [redacted], she stated that she purchased a two-year extended warranty for her device; however, the warranty does not start until the manufacturer’s warranty period ends.  She further stated that the extended warranty provides her with the option of receiving a check to offset the cost of her malfunctioning device so that she can purchase the device of her choice.  As such, we provided Ms. [redacted] with an option to be sent a different model device to use until her manufacturers warranty ends.  Unfortunately, Ms. [redacted] declined our offer and stated that she will continue to use her current phone until her extended warranty period begins, and at that time she will purchase a new device.  As such, we believe this matter has been fully 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