Integrated medical

June 29, 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 above-referenced inquiry of Mr. [redacted] regarding our Boost Mobile product.  We appreciate your assistance in bringing our customers’ concerns to our attention.  In his inquiry, Mr. [redacted] expressed his concern with his attempts to obtain a refund for equipment that he purchased on May 4, 2017, and returned to Boost Mobile on May 12, 2017.  He advised that he was informed that he would receive a refund in 7 business days; however, he still has yet to receive a refund.  As such, Mr. [redacted] requested a refund in the amount of $279.45 for the device return.   During our June 9, 2017, conversation with Mr. [redacted], we informed him that we escalated his concerns to the appropriate management team for further investigation.  We further informed him that we validated that the device was returned to Sprint in May 2017.  As such, a refund was processed for the returned device.  During our supplemental conversation with Mr. [redacted] on June 28, 2017, he confirmed that he received the refund for his returned 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. Thompson.  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 7 a.m. and 3:30 p.m., Central Time.   Sincerely,   Kendra [redacted] Executive Services Analyst

July 21, 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 his inquiry, Mr. [redacted] stated that he attempted to purchase a replacement device on our website.  Although he was unable to complete an order $600 was on authorization hold with his financial institution, but according to our Customer Care representatives no orders found under his name.   We are committed to protecting the privacy of our customers and complying with all laws that apply to the collection, access, use, disclosure, and security of their personal information.  We do not disclose any of our customers’ personal information unless authorized by the customer or required by law.  In accordance with that commitment, we take measures to verify that callers are authorized to discuss and/or make changes to an account.  Specifically, we require that each account has a PIN and that the PIN is verified by the account holder or an individual authorized to have access to the account before we can discuss sensitive account information or make any changes to the account.  If the PIN cannot be provided, other specific identifiers may be required to discuss the account information or to implement the changes being requested.  For additional information regarding our Privacy Policy, including how we collect, access, use, disclose, and secure personal information, Mr. [redacted] may visit our website, www.virginmobileusa.com.   Unfortunately, our attempts to contact Mr. [redacted] via the telephone number and e-mail address provided in his inquiry on July 5, 12, 13, and 17, 2017, were unsuccessful.  In addition, a letter was sent to him via United States Postal Services (USPS) on July 13, 2017.  Generally, these authorization holds are released by the financial institution within a few days.   We regret any inconvenience this matter may have caused Mr. [redacted].  If we can be of further assistance with this issue, he can contact me by calling our Executive & Regulatory Services department toll-free at 1[redacted], ext. [redacted].  I am available Monday through Friday between 7:30 a.m. and 3:30 p.m., Central Time.   Sincerely,   [redacted] Executive Services Analyst

December 14, 2015
[redacted]
Revdex.com
[redacted]
Kansas City, MO 64114
Re: Revdex.com Case [redacted], Rebuttal, [redacted]
Virgin Mobile Inquiry
Sprint Case [redacted]
Dear Ms. [redacted]:
Sprint is in receipt of the follow-up 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 and regret the circumstances that led her to contact your office once again. According to the most recent information provided, Ms. [redacted] stated that although she has received great customer service while addressing her device concerns the replacement phone we sent to her is malfunctioning. She also advised that due to illness she has been unable to discuss matters by phone or take calls from our office regarding her concerns.
We regret any inconvenience Ms. [redacted] may have experienced as a result of her equipment malfunction and equipment replacement concerns. As outlined in our previous response, during our November 19, 2015, discussion with Ms. [redacted], we submitted an equipment warranty return/exchange order for the same make/model device in accordance with our return/exchange policy. At that time, we waived the $25 return/exchange fee as a one-time courtesy. Her replacement device was activated on November 23, 2015.
After further review of Ms. [redacted]’s concerns, and due to the continued issues she has experienced with her device, we agreed to issue a replacement of a different make and model on December 8, 2015. We verified that an LG G Stylo device was delivered on December 10, 2015. We attempted to reach Ms. [redacted] on December 11 and 14, 2015, to offer our assistance with the activation of her new device. Unfortunately, our attempts to reach her were unsuccessful. With respect to her recent illness and inability to discuss matters by phone, we invite her to reach out to our office at her convenience if further assistance is needed.
If you have questions regarding these matters, you or 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 8 a.m. and 5 p.m., Central Time.
Sincerely,
Christopher H.
Executive Services Analyst

April 5, 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 Mr. [redacted]...

[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 was advised via e-mail correspondence from a VMU representative that the LG Volt 2 has 1.5GB Ram/16GB Rom; however, according to the customer, it comes with 1GB Rom/8GB Ram. As a result, he wishes to return the device for a refund, but does not want to pay for shipping costs due to the misrepresentation of the device. He requested a refund for the device he returned on March 10, 2016, plus the shipping costs.
We regret any misunderstanding that may have occurred during Mr. [redacted]’s attempts to receive his refund. During our discussion with Mr. [redacted] on March 18, 2016, we advised that our Social Media team provided a credit of $6.80 to his account on March 15, 2016, to offset the costs of shipping. In addition, we offered to order a different device to accommodate the desired amount of storage; however, Mr. [redacted] declined our offer and indicated that he has already purchased a device and service with another cell phone provider. We confirmed with Mr. [redacted] that the device refund has already been processed in the amount of $85.59, and that he should receive it in 3 to 5 business days.
During a follow-up call to Mr. [redacted] on April 5, 2016, he confirmed that he received his refund and had no further questions or concerns regarding this matter.
On behalf of Sprint, I apologize for any inconvenience this issue may have caused Mr. [redacted]. If he has additional questions regarding this concern, he can contact me by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####, ext. [redacted]. I am available Monday through Friday from 8:30 a.m. to 4: 30 p.m., Central Time.

Sincerely,
Shannon P.
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: since this phone does not meet the requirements as stated in the manual as well as an assurance representative who assisted me in purchasing this phone, who stated to me during the initial ordering that this was the phone that would work with the assurance plan and the features would work also. Therefore, they should reimburse me my money as a courtesy incentive and let me keep this useless phone that will only allow me to talk n text. Unable to download, receive or take photos.
Regards,
[redacted]

[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] p.s. thanks for your help!

[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]

September 30, 2016     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 supplemental inquiry of Mr. [redacted].  We appreciate your assistance in bringing our customer’s Assurance Wireless concerns to our attention.  In his inquiry Mr. [redacted] stated that Assurance Wireless suspended his service and it took two weeks to restore; citing that his services were shut off again on September 14, 2016, and he was removed from the Lifeline program. Mr. [redacted] indicated that he has been informed that he will need to reapply for Lifeline services. He requested that Assurance Wireless add him back to the Lifeline program as quickly as possible.   We appreciate Mr. [redacted]’s taking the time to provide us with the details of his experience with our Assurance Wireless recertification 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 Mr. [redacted] on September 20, 2016, we advised that we would have to request for an additional review from our application processing team. In the interim, we advised Mr. [redacted] that 500 minutes and a $5 credit were added to his account in order for him to be able to use his cell phone service.   During a supplemental call to Mr. [redacted] on September 29, 2016, we confirmed that his Lifeline discount was restored as of September 26, 2016.  We further confirmed that as of September 28, 2016, his certification was added to his existing telephone number ending with [redacted].  We further confirmed that his current plan is the California Freedom Plan, which includes unlimited talk, text, and 500MB of data.  Mr. [redacted] confirmed his understanding of the information provided and stated that he has no further concerns.   We apologize for any inconvenience this matter may have caused Mr. [redacted].  If we can be of further assistance with this concern, Mr. [redacted] can contact me by calling Sprint 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

July 28, 2017     Revdex.com 8080 Ward Parkway, Suite 401 Kansas City, MO  64114   Re:  Revdex.com Case [redacted], [redacted] - Rebuttal        [redacted] USA Inquiry               Sprint Case [redacted]   To Whom It May Concern:   Sprint is in receipt of the above-referenced complaint of Ms. [redacted], filed on behalf of Mr. [redacted], regarding our [redacted] USA (VMU) product.  We appreciate your assistance in bringing our customers’ concerns to our attention and regret that she has contacted your office once again.  According to the information provided, Ms. [redacted] stated that she was offered to transfer the balance on her brother’s account or upgrade to another phone, but she declined the offers as she does not agree with our refund policy. She believes that the $277.45 balance on her brother’s VMU account should be refunded.   According to our records, Mr. [redacted] subscribed to a 20 Cents-Per-Minute Pay by the Minute Service Plan, which required a payment of $20 to be remitted every 90 days or a payment of $10 to be remitted every 45 days in order to maintain active services.    During our initial 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 her credit card ending in [redacted].   Further, a systematic save effort was credited to 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 offers we believe this matter has been fully addressed to the best of our ability.  Ms. [redacted] has 30 days from the date of this letter to accept our offer.   We attempted to contact Ms. [redacted] at the telephone number and email address provided in the inquiry on July 21 and 27, 2017; unfortunately, we were unable to speak with her.  If Ms. [redacted] would like to accept our offer she can contact our office directly.    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

May 26, 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] expressed her concern with VMU’s failure to send her a courtesy text message reminding her that the payment for her monthly service charge was due, citing that she noticed that her service was disconnected when she attempted to make a call.  Ms. [redacted] further stated our VMU Customer Care representatives denied her refund request for the payment that she made to restore her service even though she has not been able to use her service because her screen cracked the day after she made the payment.  As a result, Ms. [redacted] requested a refund of the most recent payment that she made.   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 phone number ending with 6724 to discuss this matter in detail on May 10 and 12, 2016; however, we were unable to reach her.  In addition, we also sent her a letter via the U.S. Postal Service on May 20, 2016, asking her to contact us directly.  In order to address Ms. [redacted]’s concerns, we will need to speak with her in order to obtain additional information.  We welcome Ms. [redacted] to contact us at her earliest opportunity if further assistance is needed.    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

[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 disagree with some of the statements made in the Assurance Wireless response. However, the problem was corrected.
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]

January 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 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. In her inquiry, Ms. [redacted] indicated she ordered a device in 2014 which she was never able to use around her service area. As such; she returned the device without opening the [redacted]. However, Ms. [redacted] indicated that she never received her equipment refund.
Our records reflect that Ms. [redacted]’s VMU account was activated on May 5, 2014, and cancelled on February 21, 2015. Our records further reflect that Ms. [redacted] contacted VMU Customer Care on May 9, 2015, requesting information on how to return the device. At that time, the address and return number were provided to her. Our records further reflect that the refund in the amount of $267.11 was processed back to her credit card on May 24, 2014.
We have been unsuccessful in speaking directly with Ms. [redacted], we provided the information detailed above via e-mail on January 26, and 28, 2016. Although, Ms. [redacted] may disagree with our position, we are unable to identify any error on the part of VMU that would warrant a refund; therefore, we respectfully decline her refund request. As such, Ms. [redacted] will need to contact her financial institution for further assistance.
We regret any inconvenience this matter may have caused. 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 Services Analyst

September 30, 2016     Revdex.com 8080 Ward Parkway, Suite 401 Kansas City, MO  64114   Re:  Revdex.com Case [redacted], [redacted] - Rebuttal        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 product.  We appreciate your assistance in bringing our customers’ concerns to our attention and regret that she has contacted your office once again.  According to the information provided Ms. [redacted] indicated that she is rejecting our response; citing that she was not able to connect the first day of her bill cycle. She further states that she called tech support that day and each day thereafter and was not able to use data services. She disputed Virgin Mobile usage records and advised she was not able to use data services, and believes that we owe her a refund.   According to our records, we did identify that there were system upgrades being performed in Ms. [redacted]’s area that could be attributed to the issues that she reported. Our records reflect that during Ms. [redacted]’s contact with our Virgin Mobile Customer Care team on August 22, 2016, she was offered an account credit once the network upgrades were completed.  At that time we provided an estimated repair date of August 24, 2016.   As previously explained during our e-mail discussion with Ms. [redacted] on September 6, 2016, we explained that as outlined in our Terms and Conditions, all funds applied toward a Virgin Mobile account can only be redeemed towards a Virgin Mobile 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.  At that time, we submitted a request to our data team to confirm the usage on Ms. [redacted]’s account.  On September 7, 2016, we advised Ms. [redacted] via e-mail that because she used more than 184MB of data service she is ineligible for a refund; however, we are willing to apply a credit of $35 to her account or to a family member or friend who has an active Boost Mobile, Sprint, or Virgin Mobile USA account.  At that time, Ms. [redacted] declined our offer.  We informed Ms. [redacted] that she will have until October 18, 2016, to accept our credit offer.   During our email discussion with Ms. [redacted] on September 28, 2016, we advised that our decision remains the same.  As such, we must respectfully deny her request for a refund to her bank account.  However, our previous offer outlined above still remains open for her to accept as resolution.   On behalf of Sprint, I apologize for any inconvenience this issue may have caused Ms. [redacted].  If she has additional questions regarding this concern, she can contact 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

February 8, 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 Ms. [redacted]...

[redacted] regarding our Virgin Mobile USA (VMU) product. In her inquiry, Ms. [redacted] expressed her dissatisfaction with the level of customer service she received from our Customer Care representatives while attempting to obtain a refund of her previous account balance of $75. Ms. [redacted] indicated that her VMU account had been closed without her knowledge and her paid balance was taken from her. She requested that a refund check be sent to her immediately for the referenced amount.
Our records reflect that prior to her account cancellation Ms. [redacted] was enrolled in our 20 cents per minute service plan. This service plan requires a $20 payment be made every 90 days or $10 every 45 days in order to maintain services. Our records further reflect that on November 28, 2016, due to a systemic error Ms. [redacted]’s VMU account was cancelled and her account balance of $65.15 was removed from her account. We confirmed that Ms. [redacted] contacted our Customer Care representatives on December 8, 2015, to report her concerns and her account was restored in an effort to assist her with porting her VMU phone number to another service provider.
During our January 27, 2015, conversation with Ms. [redacted] we discussed the information outlined above. In an effort to resolve her account balance concerns we agreed to send Ms. [redacted] a refund check in the amount of $65.15 as this was the last credit balance that we were able to verify on her VMU Account. We are pleased to inform you that during our subsequent e-mail conversation with Ms. [redacted] on February 5, 2016, she confirmed that she has received her refund check and confirmed her complete satisfaction with actions taken by our office to resolve her account related concerns.
On behalf of Sprint, I apologize for any inconvenience Ms. [redacted] may have experienced as a result of this matter. If Ms. Antalok has any additional questions, she may contact me directly by calling the Sprint Executive & Regulatory services department toll-free at ###-###-####, ext. [redacted]. I am available Monday through Friday from 8 a.m. to 5:00 p.m., Central Time.
Sincerely,
Mondrell G.
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        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.  We appreciate your assistance in bringing our customers’ concerns to our attention.  In his inquiry, Mr. [redacted] indicated that his VMU account was shut down without his knowledge, leaving a paid balance of $229, which was removed from the account.  Mr. [redacted] further indicated that he was advised all he had to do was call every month to use the account balance to meet his Top-Up requirements; however, after either April or May, he was informed he no longer had to call in and may continue using the service using the accumulated balance.  Mr. [redacted] requested to have a new account activated and the paid balance to be added back.   Our records reflect that Mr. [redacted]’s account was activated on December 26, 2004, and was subscribed to a Pay-As-You-Go service plan, which required a $20 payment every 90 days, or $10 every 45 days.  Further, any paid balance not used prior to the termination of VMU service is forfeited.  Our records further reflect that on April 20 and 22, 2016, text messages were sent to the device regarding a payment due and possible termination of the account should payment not be remitted.  Our records further reflect that Mr. [redacted]’s account was cancelled on June 22, 2016, because a payment to meet his Top-Up requirement was not made.  On August 25, 2016,Mr. [redacted] contacted VMU Customer Care and was informed of the reasons why the account was cancelled.          During our conversation with Mr. [redacted] on September 12, 2016, we explained the information detailed above.  Due to any possible misunderstanding that may have occurred, we agreed to restore the balance in the amount of $229.95 to a new VMU account as well as extend the current through date until September 12, 2017, allowing Mr. [redacted] the opportunity to use his account balance without having to remit any further payments until that date, or until the balance is depleted.  During our subsequent conversation with Mr. [redacted] on September 15, 2016, we were able to assist with the activation of his device.  We are happy to inform you that Mr. [redacted] agreed with the information provided and confirmed his satisfaction with our resolution   We regret any inconvenience this matter may have caused Mr. [redacted].  If we can be of further assistance with this issue, they 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

September 7, 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 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 and regret the circumstances that led him to contact your office once more.  In his response, Mr. [redacted] indicated that he was charged on August 20, 2016.   We spoke with Mr. [redacted] on August 31, 2016, and he explained that he was still charged; however he disputed it again with his bank.  In this case, we verified that Mr. [redacted]’s account has been fully closed and he should not receive any further charges moving forward.  In addition, we removed his credit card from all accounts he had with us on file.  After verifying that his account has been closed and his credit card information removed, we agreed to schedule a call back on September 20, 2016, to verify that his payments have stopped.  We believe his issue is to be resolved with the additional steps we have taken to remove his credit card from his cancelled account.      We regret any inconvenience these matters may have caused Mr. [redacted].  If he has any further questions or concerns regarding these matters he can contact me directly by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####, ext. [redacted].  I am available Monday through Friday from 10 a.m. to 7 p.m., Central Time.   Sincerely,   [redacted] H. Executive Services Analyst

July 21, 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 complaint of Mr. [redacted].  We appreciate your assistance in bringing our customer’s Assurance Wireless concerns to our attention.  In the information provided, Mr. [redacted] stated that he continues to have issues with connectivity and that his device is connecting to a tower that is 5 miles away from his home address. He requested that this matter be resolved in a speedy manner.   We attempted to contact Mr. [redacted] at the telephone number and email address provided in his inquiry, unfortunately, we were unable to speak with him. However, we mailed a letter to the address listed in his inquiry on July 11, 2017, via US Mail.    On July 12, 2017, Mr. [redacted] contacted our office and we attempted to perform basic troubleshooting steps on his device.  In addition, we advised him that according to our records, we were unable to identify any outages or service issues that may have caused the reported connectivity issues Mr. [redacted] raised regarding his Assurance Wireless service. At that time Mr. [redacted] indicated he was unwilling to discuss the matter further.    We attempted to contact Mr. [redacted] on July 14, 20, 2017, but were unsuccessful in speaking with him.  To date we have not received a response from Mr. [redacted].  We invite Mr. [redacted] to contact our office directly to discuss these matters in detail.   On behalf of Sprint, I apologize for any inconvenience these matters may have caused Mr. [redacted].  If these issues remain unresolved, he can contact me by calling the Sprint Executive & Regulatory Services department toll-free at [redacted], ext. [redacted].  I am available Monday, Tuesday, Thursday, and Friday from 7:30 a.m. to 5:30 p.m., Central Time.   Sincerely,   [redacted] Executive Services Analyst

August 10, 2016     Revdex.com 8080 Ward Parkway, Suite 401 Kansas City, MO  64114   Re:  Revdex.com Case [redacted], [redacted] - Rebuttal        Virgin Mobile USA Inquiry               Sprint Case [redacted]   To Whom It May Concern:   Sprint is in receipt of the above-referenced complaint of Mr. [redacted].  We appreciate your assistance in bringing our customer’s Virgin Mobile USA (VMU) concerns to our attention and regret that that he has contacted your office once again.  In the information provided, Mr. [redacted] stated that he never received any international texts.   According to our records, Mr. [redacted] remitted a $35 payment to his VMU account on July 15, 2016.  However, Mr. [redacted] sent three international texts that are calculated at a rate of 15 cents per text, for a total of 45 cents. As such, when his monthly payment was due on July 16, 2016, his balance of $34.55 was not sufficient to cover his $35 monthly service payment. As a result, Mr. [redacted] remitted an additional payment of $5 on July 16, 2016, to restore his service. Also, Mr. [redacted] received an international text on July 17, 2016, which resulted in a $.15 charge.   We regret any inconvenience this matter may have caused Mr. [redacted] while attempting to resolve his payment concerns.  During our initial July 20, 2016, discussion with Mr. [redacted] he confirmed his understanding of the above information; however, he refused to speak with us further.  Although, Mr. [redacted] did not agree with the information provided and indicated that Virgin Mobile could have provided a credit of 45 cents to cover his monthly service payment; we deemed this issue resolved at that time.    During a supplemental call to Mr. [redacted] on August 9, 2016, we explained that although we found no error on behalf of VMU; as a courtesy, we are extending an account credit offer of $35 to resolve his concerns.  Mr. [redacted] accepted our offer.  As such, a credit in the amount of $35 was added to his account on that same date and will offset his August 16, 2016, payment.  Mr. [redacted] agreed that this resolves his complaint.   On behalf of Sprint, I apologize for any inconvenience this matter may have caused Mr. [redacted].  If he has further questions regarding this concern, he can contact me by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####, ext. [redacted].  I am available Monday through Friday from 7:30 a.m. to 3:30 p.m., Central Time.   Sincerely,   Shannon P. Executive Services Analyst

March 1, 2016
Revdex.com
8080 Ward Parkway, Suite 401
Kansas City, MO 64114
Re: Revdex.com Case [redacted]
Virgin Mobile USA Inquiry
Sprint Case [redacted]
To Whom It May Concern:
Thank you for forwarding the above-referenced inquiry to the Sprint...

Executive & Regulatory Services department. We appreciate your assistance in bringing our customers’ Virgin Mobile USA (VMU) concerns to our attention. In his inquiry, Mr. [redacted] indicated that he has been unable to secure a refund for an unused Top-Up card he purchased.
We spoke with Mr. [redacted] regarding this matter on February 18, 2016, and explained that after researching the Top-Up PIN he provided we were able to verify that the card was not redeemed toward an account. As a result, we agreed to issue a check for $55 to be sent by regular mail to Mr. [redacted]. We placed a follow up call to him on March 1, 2016, and he verified that he received the check and the matter is resolved.
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 a.m. to 4 p.m., Central Time.
Sincerely,
Tekiesha H.
Executive Services Analyst

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered]
Complaint: [redacted]
I am rejecting this response because: I was not offered a refund of the difference in price, as claimed in the response from the company. I was told to purchase the phone at the current selling price if I wanted it, end of story. There was no effort made to rectify the mistake made by Virgin. In addition, I was told numerous times that someone would contact me about the issue, but after waiting for weeks I cancelled my service.
Regards,
[redacted]