Integrated medical

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

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

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

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

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

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

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

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

[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]

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

[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]

[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!

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 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

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

[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]

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

[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]

March 1, 2016
Revdex.com
8080 Ward Parkway, Suite 401
Kansas City, MO 64114

Re: Revdex.com File [redacted], [redacted], Rebuttal
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 customer’s concerns to our attention and regret the circumstances that led her to contact your office once again. In her most recent inquiry, Ms. ** requested a one-time credit of $25 to resolve her concern.
As indicated in our previous response, we are unable to honor her original request for a $25 credit for three months to be used toward her monthly service charges. In an effort to bring this matter to a mutually agreeable resolution we agreed to apply a one-time credit of $25 to her account on March 1, 2016. During our discussion with her on that date, she confirmed that this concern has been fully resolved.
On behalf of Sprint, I apologize for any inconvenience Ms. ** has experienced regarding 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 7:30 a.m. to 3:30 p.m. Central Time.

Sincerely,
Tekiesha H.
Tekiesha H.
Executive Services Analyst

January 20, 2016
[redacted]
Revdex.com
8080 Ward Parkway, Suite 401
Kansas City, MO 64114
Re: Revdex.com Case [redacted]
Boost Mobile Inquiry
Sprint Case [redacted]
Dear Ms. [redacted]:
Sprint is in receipt of the above-referenced inquiry of Ms. [redacted]...

regarding our Virgin Mobile USA (VMU) product. We appreciate your assistance in bringing our customers’ concerns to our attention. In her inquiry, Ms. [redacted] expressed her dissatisfaction with VMU’s failure to send an e-mail notification that her husband’s service was disconnected, citing that she purchased a Top-Up card in order to restore the service. She further expressed her dissatisfaction with the length of time that it has taken to apply the Top-Up card payment to her husband’s account, citing that she was informed that the service would be restored in four hours; however, days later the service was still interrupted. In addition, she stated that a VMU Customer Care representative informed her that after multiple days of waiting for the payment to be applied the card was no longer valid, and she would have to purchase a new card in order to be refunded for the original payment. As a result, she requested a refund for the Top-Up card that she purchased.
Our records reflect that Mr. [redacted]’s service plan requires that he remit a payment in the amount of at least $10 every 45 days or $20 every 90 days in order for services to remain active with VMU and to prevent the forfeiture of any accrued paid balance. Our records further reflect that Mr. [redacted] made a payment in the amount of $20 on August 3, 2015, and his next payment was due on November 3, 2015, but was not received by VMU by that date. Because Mr. [redacted] failed to make a payment within the allotted 90 day timeframe, his service was canceled on January 1, 2016.
During our January 7, 2016, conversation with Ms. [redacted] we provided the information outlined above. We further informed her that we were unable to locate any records of a payment being processed after August 3, 2015. As a result, we established a new account for Mr. [redacted] and applied the $20 Top-Up card payment to the new account. In addition, we submitted a request to reserve Mr. [redacted]’s phone number from his previous account. We are pleased to inform you that we resumed Mr. [redacted]’s previous phone number on his new account on January 8, 2016. In addition we received e-mail correspondence from Ms. [redacted] on January 12, 2016, expressing her satisfaction with the resolution of this matter.
On behalf of Sprint, I apologize for any inconvenience Ms. [redacted] may have experienced as a result of these matters. If we may be of further assistance with these issues 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 a.m. and 4:30 p.m., Central Time.
Sincerely,
Kendra [redacted]
Executive Services Analyst