Integrated medical

---------- Forwarded message ----------From: [redacted]<[redacted]>Date: Tue, Feb 7, 2017 at 10:58 AMSubject: Re: You have a new message from the Revdex.com of Greater Kansas City in regards to your complaint #[redacted].To: Revdex.com <[redacted]>It...

got resolved Thank God

[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 unsatisfactory to me.
Regards,
[redacted] I still do not agree that in the beginning that I was not informed that all money after 3 years was non-refundable.  Had I known this I would have taken money that was in my account every 2 to 21/2 years and then put a new deposit on in the account. She agreed that this needs to be addressed. She also had no answer as to why the phone had not be disconnected as requested the early part of February. So a low income senior is out money even though it is a small amount, but it would have provided extra groceries for the month. I wish some people had to live on a small fixed income to understand the importance of a small refund. I just hope that now of the people that I have bein in contact with never have to live on a small fixed income and have these problems with getting a small refund from any company.

December 16, 2016 Revdex.com8080 Ward Parkway, Suite 401Kansas 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 was advised that she was eligible for an upgrade to an Android device; however, when she contacted Assurance Wireless Customer Care she was told that an upgrade is not available at this time and there is no exact date when it will become available. Ms. [redacted] also stated that Android devices are advertised on the Assurance Wireless website. We regret any inconvenience Ms. [redacted] may have experienced while attempting to address her Assurance Wireless account concerns.  During our discussion with her on December 6, 2016, she provided feedback regarding her dissatisfaction with currently offered equipment for the Assurance Wireless product.  We advised Ms. [redacted] that at this time Assurance Wireless is offering Android devices to new customers only, and that we do not have an estimated date for upgrading existing customers.   On behalf of Sprint, I apologize for any inconvenience Ms. [redacted] may have experienced as a result of this matter.  If we may be of further assistance with this issue, 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 between 7:30 a.m. and 5:30 p.m., Central Time. Sincerely, Shannon P.Executive Services Analyst

November 4, 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 Mr. [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 his inquiry, Mr. [redacted] indicated that he has been unable to use the Mobile Hotspot feature on his device since September 13, 2016.  He explained that despite numerous attempts to resolve the issue with our Customer Care department he has been unsuccessful.  He requested an explanation of what caused the issue, a resolution to the issue, an estimated time the issue will be resolved, and one month of service credit for the Mobile Hotspot feature he was unable to use.   During our initial discussion with Mr. [redacted] on October 20, 2016, we verified that he is able to access the web from his device, but the Mobile Hotspot feature would not work with his laptop.  At that time he advised that he would visit a Sprint store for assistance because he did not have another device to speak with us on so we could troubleshoot the issue.  Also, during this discussion we advised him that our records reflect that he was given a $10 credit in September and October, 2016, to offset the cost of his Mobile Hotspot add-on.  As such, we did not apply any further credits to his account.  He expressed his understanding.   During a follow-up discussion with Mr. [redacted] on October 24, 2016, he advised that he was able to connect using the Mobile Hotspot feature, but that his connection would be lost after one webpage loaded.  We agreed to investigate the matter further and follow up with him.  During our follow up on October 28, 2016, we explained that after further review we verified that he had used all of the 5GB of data included in the Mobile Hotspot add-on and his monthly service plan allotment.  Because he disagreed with our findings, as a one-time courtesy we restarted his Mobile Hotspot add-on to provide him with an additional 2GB of data at no cost.  As of November 1, 2016, he had 351.81MB of data remaining.    Although Mr. [redacted] may disagree with our findings we are confident that we have fully addressed his concerns.  During our final discussion on November 1, 2016, he requested that we not contact him any further regarding this matter.                                         ...⇄ 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 7:30 a.m. to 3:30 p.m., Central Time.   Sincerely,   Tekiesha H. Executive Services Analyst

August 18, 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 complaint, Ms. [redacted] stated that her device is not working properly due to the device having multiple pre-installed applications.  Ms. [redacted] further stated that she contacted the device manufacturer and they informed her that the device memory is full because of the pre-installed applications and the memory being full makes the device inoperable.  Ms. [redacted] requested that we refund the $60 that she paid for the device.   Our VMU Terms and Conditions outlines that when equipment is purchased from one of our third-party retailers, customers are bound to the return/exchange policy offered at the point of sale.  Therefore, customers should direct any inquiries regarding device exchanges or refund requests to the staff at the point of sale.      Unfortunately, our attempts to contact Ms. [redacted] on several occasions to discuss her concerns in detail have been unsuccessful.  However, we received e-mail correspondence from Ms. [redacted] on August 10, 2017, and she stated that she traded the device in for different device model at [redacted].  We sent Ms. [redacted] an e-mail response informing her that we must respectfully decline her refund request because we are unable to refund for a device that she no longer has in her possession and that was purchased from a third party.  Ms. [redacted] expressed her understanding of our inability to honor her refund request.  In addition, we submitted feedback to the appropriate management team for further review regarding the pre-installed applications on Ms. [redacted]’s device model.  As such, we believe this matter has been fully addressed.    We regret any inconvenience this matter may have caused Ms. [redacted].  If she has questions regarding this issue she may contact me directly 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

January 22, 2016
[redacted]
Revdex.com
8080 Ward Parkway, Suite 401
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 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] has requested clarification regarding VMU unlocking policies regarding an iPhone 4S device purchased on December 18, 2013, and activated on a VMU account. Mr. [redacted] has indicated that he would like the device in question unlocked.
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.
We have confirmed that Mr. [redacted]’s iPhone 4S associated with phone number ###-###-#### is eligible for unlock as outlined in our unlock policy. As such, the Master Subsidy Lock (MSL) for the iPhone 4s was provided to Mr. [redacted] on December 30, 2015. Although Mr. [redacted] expressed his dissatisfaction that his iPhone 4s was not also provided a DSU code, we have meet our obligation by providing the MSL code as outlined in our unlock policy.
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 O.
Executive Services Analyst

February 8, 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] stated the VMU failed to reimburse her for a new iPhone 5 that she returned after purchasing the incorrect device model in error.  She further stated that she received conflicting information from multiple Customer Care representatives regarding the status of her refund request despite her continuous efforts to receive reimbursement for the returned device.  As such, she requested a refund in the amount of $211.49 to offset the cost of the device.   Our records reflect that our Customer Care department received an e-mail from Ms. [redacted] on June 4, 2016, stating that she had not received a shipping label to return an iPhone device that she purchased in error.  Ms. [redacted]’s e-mail further outlined that she was mailing a device to the buyback program, and she requested to send the new device that she purchased with the device that she was sending to the buyback program.  Our Customer Care representatives sent Ms. [redacted] an e-mail response informing her that they were unable to assist her until she authenticated her account.  Our records further reflect that Ms. [redacted] contacted our Customer Care department via telephone on June 4, 2016, and requested to be sent a return label for her recently purchased device. At that time, our representatives informed Ms. [redacted] that she had 10 days to return her device in order to be eligible for a refund.  Ms. [redacted] informed our representatives that she was going to send the new device with the device that she was sending to our buyback program.    During our January 30, 2017, conversation with Ms. [redacted], she stated that a $60 credit was applied to her account for the iPhone 5 that she purchased and mailed back to VMU.  She requested that VMU refund her an additional $151.49 because she stated that our representatives advised her to send back her recently purchased device with the envelope for the buyback program because VMU failed to send her a return label.  We informed Ms. [redacted] that our records reflect that we received an e-mail from her requesting to send the device back with the buyback envelope; however, we were unable to locate any notes stating that we advised her to mail the device through the buyback program.  Therefore, we submitted a request to have the called reviewed from June 4, 2016, when Ms. [redacted] stated that our representatives informed her to send the device back.    During our follow-up conversation with Ms. [redacted] on February 7, 2017, we informed her that we were unable to obtain the call due to call date being outside of our retention period.  However, as a one-time courtesy we agreed to apply a credit to Ms. [redacted]’s VMU account in the amount of $151.49 to offset the price difference in the amount that she paid for her device and the credit that was applied to her account from the buyback of the iPhone 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 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

My concern was addressed and resolved. Virgin mobile refunded the money for the returned phone and properly applied to my account.Furthermore, Virgin mobile will update their return policy so it is the same across the business. The people that shipped the phone sent a 30 day return policy, the people that sold the phone state a 10 day return policy, and customer service states a 7 day return policy. Virgin mobile will make sure that their return policy is the same across the board. The service rep that handled my case handled it very professionally and in a very timely manner.
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]

April 7, 2016
Revdex.com
8080 Ward Parkway, Suite 401
Kansas City, MO 64114
Re: Revdex.com Case [redacted]
Virgin Mobile USA
Sprint Case [redacted]
To Whom It May Concern:
Sprint is in receipt of the inquiry referenced above, filed by Ms. [redacted]...

[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] indicated she was charged for a device, but according to VMU Customer Care, her order was unsuccessful. She further indicated a second order was placed, but it was for the incorrect device. Therefore, she decided to refuse both packages as she was informed the refund would be immediate. In addition, she indicated she requested her account number 3 times as she has decided to port out her services to a different carrier and it was not provided.
Our records reflect that two orders were placed on March 18, 2016, the first in the mount of $84.79 and the second one for $74.19 including taxes. Our records further reflect that both refunds were processed back to Ms. [redacted]’s credit card on March 29, 2016. As such, she will need to contact her financial institution to secure the funds. Our records further reflect that Ms. [redacted]’s account was cancelled on April 3, 2016.
During our conversation with Ms. [redacted] on April 4, 2016, we provided the information detailed above. Ms. [redacted] confirmed that both refunds have been received and that she has 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

Veronica B
Executive Service 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:   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. According to the information provided, Mr. [redacted] stated that he wanted to upgrade his device via the [redacted] Data Done Right service plan, but was advised that Virgin Mobile no longer sells devices that are compatible with that plan.  As a result he was offered to switch to Virgin Mobile and upgrade his device. Mr. [redacted] further stated that he decided to cancel and switch to another provider; however, he was advised that he could not receive a refund, although they only used a few days of service, because Virgin Mobile does not provide prorated refunds. In addition he stated that he requested to speak to a manager who confirmed the same information.   We appreciate Mr. [redacted]’s taking the time to provide us with the details of his experience with our VMU refund policy and device availability.  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 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 to the account of a family member or friend who has an active Boost Mobile, Sprint, or Virgin Mobile USA account. Although Mrs. [redacted] declined our offer, we believe we have reached an amicable resolution.   On behalf of Sprint, I apologize for any inconvenience this issue may have caused Mr. [redacted]. If he has questions regarding this concern, Mr. [redacted] 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,   Shannon P. Executive Services Analyst

March 22, 2016
Revdex.com
8080 Ward Parkway, Suite 401
Kansas City, MO 64114
Re: Revdex.com Case [redacted], Mr. [redacted]
Virgin Mobile USA Inquiry
Sprint Case [redacted]
To Whom It May Concern:
Sprint is in receipt of the above-referenced complaint of Mr. [redacted]...

[redacted]. We appreciate your assistance in bringing our customer’s Virgin Mobile USA (VMU) concerns to our attention. In the information provided, Mr. [redacted] advised that he has been unable to successfully activate his new LG Volt 2 device. Mr. [redacted] cited that he has sent multiple e-mails requesting assistance, but has not received any resolution to his concern. In addition, he stated that his credit card was double charged for his monthly service charges. He requested assistance with activating his new device and obtaining a refund of the duplicate charge to his credit card.

We regret any delay Mr. [redacted] experienced while attempting to resolve issues associated with activating his new device and obtaining a refund for the reported payment error. Our records reflect that Mr. [redacted] contacted our Customer Care department via e-mail on March 1, 2016, to report issues with activating his new device. We confirmed that Mr. [redacted] was provided troubleshooting steps to resolve his issues. However, we confirmed that his reported device issues remained unresolved. Our records further reflect that on March 7, 2016, a refund in the amount $35 was processed back to Mr. [redacted]’s credit card ending with [redacted]. In addition, as of March 8, 2016, we confirmed that Mr. [redacted]’s difficulty with activating his new device was due to his equipment being shipped to him without a UICC data sim card.
During our March 15, 2016, e-mail conversation with Mr. [redacted] he confirmed that he received a refund of the service payment in question. He also secured a UICC data sim card to pair with his device, and as such, all of his reported concerns have been resolved to his satisfaction.
On behalf of Sprint, I apologize for any inconvenience these matters may have caused Mr. [redacted]. If he has any additional questions regarding these matters, 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

July 24, 2017     Revdex.com 8080 Ward Parkway, Suite 401 Kansas City, MO  64114   Re:  Revdex.com Case [redacted]        Virgin Mobile USA Inquiry        Sprint Case [redacted]   To Whom It May...

Concern:   Sprint is in receipt of the above-referenced inquiry of Mr. [redacted] regarding our Virgin Mobile USA (VMU) product.  We appreciate your assistance in bringing our customers’ concerns to our attention.  In his inquiry, Mr. [redacted] stated that our Customer Care representatives informed him that he could use his accrued account balance to purchase a new iPhone; however, the full amount of the device purchase was billed to his credit card instead of being deducted from his account balance.  Mr. [redacted] further stated that during his supplemental conversation with our Customer Care department, he was informed that he is unable to use his account balance to purchase an iPhone device, and he is responsible for paying the shipping fees to send his recently purchased device back to VMU.  In addition, Mr. [redacted] stated that he should not have to pay the shipping fees to send the device back to VMU due to our representatives providing him with inaccurate information regarding the device purchase.   During our July 14, 2017, conversation with Mr. [redacted], he stated that he returned the device to VMU; however, he requested to be reimbursed for the shipping fees he paid to send back the device.  We informed him that we are unable to refund the shipping fees accessed by the shipper to return the device.  However, we agreed to apply a credit to his account in the amount of $10 to offset the fees.  In addition, we extended Mr. [redacted] next payment due date until July 31, 2019, to allow him time to deplete his accrued balance.   We appreciate Mr. [redacted]’ 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.   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

January 28, 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] stated that his phone is under warranty and continues to malfunction, citing he was sent a downgraded phone model. He requested a different phone or a refund of $200 to purchase a new phone with a new service provider. On behalf of Sprint, I apologize for any inconvenience this matter may have caused Mr. [redacted].
We regret any misunderstanding that may have occurred regarding Mr. [redacted]’s equipment malfunctioning concerns. Our records reflect that Mr. [redacted] contacted our VMU Customer Care department on January 6, 2016, to report issues with his device freezing and that he did not want a replacement of the same phone. He explained that he was considering cancelling his services due to the ongoing unresolved equipment replacements issued that continued to malfunction. As a resolution our Customer Care representatives offered to send him an upgraded LG Tribute 2 in exchange for his LG Tribute. Mr. [redacted] accepted the offer and the equipment order was processed on January 7, 2016. Our representatives processed a Return Materials Authorization (RMA) to facilitate the return of his malfunctioning LG Tribute. The new equipment order for an LG Tribute 2 was delivered and activated on January 12, 2016.
During our conversation with Mr. [redacted] on January 27, 2016, we explained the information detailed above. Based on the information provided, we respectfully decline his equipment refund request; however, as a demonstration of our commitment to excellence, we offered to exchange his current LG Tribute 2, with a new HTC Desire or Moto G. In addition we offered to waive the $25 equipment replacement fee as a one-time courtesy. Unfortunately, Mr. [redacted] did not accept our offer and stated that he did not wish to continue addressing this matter any further. We are confident that we have fully addressed the concerns outlined in his inquiry.
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 7:30 a.m. to 3:30 p.m., Central Time.
Sincerely,
Tekiesha H.
Executive Service Analyst

February 19, 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] regarding our Virgin Mobile USA (VMU) product. In her complaint, Ms. [redacted] is dissatisfied with her coverage, citing her calls have been dropping. As such, she requested that we address the coverage concern and provider her with two months of free service.
During our conversation with Ms. [redacted] on January 26, 2016, we confirmed that the address referenced in the complaint is within our coverage area and our records reflect that network tickets have been opened to address the coverage concerns affecting Ms. [redacted]’s service. We are currently addressing the open network ticket at this time and sincerely regret any inconvenience this matter may have caused. We appreciate Ms. [redacted]’ patience and continued business while these concerns are investigated.
During our follow up conversation with Ms. [redacted] on February 18, 2016, we advised that our network engineers reviewed her concerns and confirmed that all coverage issues in her area have been addressed and currently our towers are performing as expected. We applied a $60 credit to Ms. [redacted] VMU account to off set two months of service. Ms. [redacted] has agreed to contact me back direct if she would like us to further investigate the concern brought forth.

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, Tuesday, Thursday and Friday from 7:30 a.m. to 5:30 p.m. Central Time.

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

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

[redacted]   To Whom It May Concern:   Sprint is in receipt of the above-referenced inquiry of 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] requested a new device, citing she purchased an iPhone 6 Plus and activated it on December 27, 2016, and the device stopped working on December 28, 2016.  Ms. [redacted] was advised she would need to return the device at her own expense for a refund.   During our initial conversation with Ms. [redacted] on December 30, 2016, we explained that per the VMU Terms and Conditions, phones purchased directly from the VMU website may be returned for a full refund within 7 days of purchase, and must include the original receipt, packaging materials and all components.  In addition, VMU devices are sold with a one-year manufacturer’s warranty.  VMU does not manage those equipment warranties; therefore, any warranty repair or replacement inquiries should be directed to the equipment manufacturer, not VMU.  We advised Ms. [redacted] that since she purchased the device on December 9, 2016, it was outside the return policy.  However, since she had followed the manufacturer’s warranty steps and was provided with a replacement device from Apple, we offered to send her a UICC card in order for her to be able to activate her iPhone 6 Plus device. We have confirmed the UICC card was delivered and was activated on January 3, 2017.  During our subsequent conversation with Ms. [redacted] on January 11, 2017, she confirmed the device was functioning properly.  As a demonstration of our commitment to customer service excellence, we offered to apply $42 credit to offset one month of service charges.  We are happy to inform you that Ms. [redacted] confirmed satisfaction with our resolution.   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 directly by calling our 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,   Veronica B. Executive Service Analyst   Tell us why here...

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
Complaint: [redacted]
I am rejecting this response because:The problem still exists.
Regards,
[redacted]

June 8, 2016   Revdex.com 8080 Ward Parkway, Suite 401 Kansas City, MO  64114   Re:  Revdex.com Case [redacted]        Virgin Mobile USA Inquiry        Sprint Case [redacted]
* To Whom It May Concern:...

  Thank you for forwarding the above-referenced inquiry 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 after making a double payment on May 3, 2016, she was advised to file a chargeback with her bank for the duplicate charge.  Her services were interrupted on May 9, 2016, due to the chargeback she filed.  She advised that after discussing the matter with VMU and her financial institution she was advised by VMU that her services would be restored by the following morning.  When her services were not restored on May 10, 2016, she indicated that she was asked to make a payment to offset the chargeback amount in order to restore services.  She requested that a credit be applied to her VMU account to clear the chargeback and for her services to be restored.   During our discussion with Ms. [redacted] on May 17, 2016, we explained that when a chargeback is filed it is not disputed by VMU.  As a result, the account is suspended and the card used to make the payment is restricted from making future payments until the chargeback is cleared with repayment of the disputed funds.  After reviewing the account payment history with her we determined that at this time no refund is due and her account is active and in good standing.  While we regret any misunderstanding that may have occurred, we were unable to identify any Boost Mobile error relating to 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 [redacted], ext. [redacted]  I am available Monday through Friday from 7:30 a.m. to 4:30 p.m., Central Time.   Sincerely,   [redacted] Executive Services Analyst

September 20, 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 due to issues relating to his son’s VMU account he has cancelled services with VMU on his own account.  He requested that his VMU branded device 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 [redacted].        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.  After a review of our records, we have confirmed that the device associated with phone number ending in [redacted] is eligible for MSL unlocking.  Please note that we are unable to provide any assistance with activating the device on another provider’s network.   During our discussion with Mr. [redacted] on September 1, 2016, he advised that he no longer wishes to discuss this matter.  We attempted to follow up with him on September 15 and 16, 2016, to provide the MSL for his device.  Unfortunately, we have received no response from Mr. [redacted].  He may contact our office at his convenience to obtain the MSL for his device.   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 7:30 a.m. to 4:30 p.m., Central Time.   Sincerely,   Tekiesha H Executive Services Analyst

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

April 3, 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 Ms. [redacted] regarding our Virgin Mobile USA (VMU) product. In her complaint, Ms. [redacted] indicated she recently remitted a $25 service payment to her VMU account; however, she has been unable to utilize the internet on her device, and she requested a refund for $25.   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 March 15, and 17, 2017, at phone number ending in [redacted], and via e-mail to discuss this matter in detail.  In addition, we also sent her a letter via the U.S. Postal Service asking her to contact us directly on March 21, 2017.  We invite Ms. [redacted] to contact our office if her concerns remain unresolved.    On behalf of Sprint, I apologize for 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 10:30 a.m. to 6:30 p.m. Central Time.    Sincerely,   Christopher H. Executive Services Analyst