Integrated medical

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 19, 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]:
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 requested call detail records for March 2015, and was advised that we are unable to meet with his request.
During our discussion with Mr. [redacted] on January 19, 2016, we explained that we are proud to offer simple and affordable unlimited plans for our customers while maintaining a wireless network able to meet the growing appetite for an enhanced mobile experience. Unlike our billed services, the purchase of prepaid service does not include bills or account statements. As a result, we do not have records of calls made or received available upon request. Customers may obtain call history by viewing recent calls and usage on their devices or by logging into their account at [redacted]. We further explained that our internal records allow us to view 90 days of usage. For any records requests for items older than 90 days, proper legal demand must be presented. Mr. [redacted] expressed his understanding.

We regret any inconvenience this matter may have caused Mr. [redacted]. If he has any further questions or concerns regarding this matter he can contact me directly by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####, ext. [redacted]. I am available Monday through Friday from 10 a.m. to 7 p.m., Central Time.
Sincerely,
Chris H.
Executive Services Analyst

[redacted]<[redacted]>May 24 (1 day ago)tome---------- Forwarded message ----------From: [redacted] <[redacted]>Date: Tue, May 24, 2016 at 8:31 AMSubject: Re: You have a new message from the Revdex.com of Greater Kansas City in rega rds to your...

complaint #[redacted].To: [redacted]after many hours of being on a land line phone, Virgin Mobile has restored my service and given me ten dollars credit.Thank you for your assistance.Miriam Whitcomb###-###-####

May 10, 2016     Revdex.com 8080 Ward Parkway, Suite 401 Kansas City, MO  64114   Re:  Revdex.com Case [redacted]        Virgin Mobile USA Inquiry        Sprint Case [redacted]   To Whom It May...

Concern:   Sprint is in receipt of the above-referenced inquiry of Mr. [redacted] regarding our Virgin Mobile USA (VMU) product.  We appreciate your assistance in bringing our customers’ concerns to our attention. In the information provided, Mr. [redacted] indicated that he purchased a new phone and tried to activate with his existing mobile number.  He further explained that VMU advised him that his number does not exist.  He expressed his concerns with the current process VMU has when customers purchase new phones and cannot activate with a phone number. On behalf of Sprint, I apologize for any inconvenience this matter may have caused Mr. [redacted].   Our records support that Mr. [redacted]’s VMU mobile number ending with [redacted] was migrated to Virgin Mobile Custom (VMC) on May 20, 2015.  During our conversation with Mr. [redacted] on May 6, 2016, we confirmed that he purchased a VMU device that is not compatible with VMC.  Furthermore, VMU Customer Care does not have access to VMC accounts, which is why they were unable to locate his VMC account at the time of his call.  Therefore, we assisted him in activating him a new VMU account and a new mobile number ending with [redacted] using his VMU device.  We are pleased to inform you that this matter has been resolved to his satisfaction.    If Mr. [redacted] has questions regarding these concerns, he can contact me by calling Sprint Executive & Regulatory Services department toll-free at ###-###-####, ext. [redacted].  I am available Monday through Friday from 9:30 a.m. to 5:30 p.m., Central Time.   Sincerely,   Marco M Executive Service Analyst

August 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 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 contacted our VMU Customer Care department and inquired about purchasing an Android device, but he was informed that smartphones are not compatible with his current service plan.  Mr. [redacted] further stated that he was informed that he could continue with his current service plan if he purchased an Alcatel device; however, when he called back to activate the new device he was informed that we no longer offer his service plan; therefore, he would have to change his plan in order to activate his new device.  Mr. [redacted] requested that we activate his new device on his current service plan.   We regret any possible misunderstanding that may have occurred regarding the activation of Mr. [redacted]’s device.  Our records reflect that Mr. [redacted] contacted our Customer Care department on April 18, 2017, and requested to purchase an Alcatel device.  An order for the new device was submitted on that date.  Our records further reflect that Mr. [redacted] contacted our Customer Care department again on July 23, 2017, and requested to activate his Alcatel device on his current service plan.  Our representatives informed him that the Alcatel device is not compatible with his current service plan, and informed him that he will have to change his plan in order to activate the device.   During our July 26, 2017, conversation with Mr. [redacted], we provided him with the information detailed above.  We further informed him that, while we regret any frustration this matter may have caused him, we are unable to identify any error on the part of VMU regarding this concern.  In addition, we were unable to locate any record of our representatives informing Mr. [redacted] that the Alcatel device would be compatible with his current plan.   Although we regret that Mr. [redacted] does not agree with our resolution, we believe this issue has been fully addressed.  If he has questions regarding this issue he may contact me by calling the Sprint Executive & Regulatory Services department toll-free at [redacted], ext. [redacted].  I am available Monday through Friday between 7 a.m. and 3:30 p.m., Central Time.     Sincerely,   [redacted] 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

August 10, 2016     Revdex.com 8080 Ward Parkway, Suite 401 Kansas City, MO  64114   Re:  Revdex.com Case [redacted], [redacted]        Virgin Mobile Inquiry        Sprint Case [redacted]   To Whom It May...

Concern:   Sprint is in receipt of the above-referenced inquiry of Ms. [redacted] regarding our Virgin Mobile USA (VMU) product.  We appreciate your assistance in bringing our customers’ concerns to our attention.  According to the information provided, Ms. [redacted] added VMU device insurance to her account for $7 per month at the time of activation; citing that she was advised that it was a requirement in order to continue with her service. She further stated that she began experiencing issues with her device, but when she contacted VMU Customer Care she was given different reasons why she could not receive a replacement device. She also stated that she called and requested for a refund for the insurance, but was denied and was only offered a credit for one month of the service charge of $7. She requested that her account be credited $252 as resolution.   The VMU insurance is $7 per month, and provides coverage if your phone is lost, stolen, accidentally damaged - even with liquid, or has an out-of-warranty mechanical or electrical breakdown. VMU Phone Insurance covers any standard accessories included with the original purchase of the technology, and deductibles may vary depending upon device model. This is an optional coverage.   We regret any misunderstanding that Ms. [redacted] may have experienced while attempting to replace her broken device in the past.  During our discussion with Ms. [redacted] on August 9, 2016, we explained that her claims are generally directed to the third party insurance provider for resolution after the one year warranty of the device has expired.  As a courtesy, and to express extreme gratitude for Ms. [redacted]’s loyalty to VMU we offered to apply an account credit in the amount of $168 of the $266 that Ms. [redacted] paid for the device insurance option.  Ms. [redacted] accepted the credit and stated that she considers this matter resolved.   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 me by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####, ext. [redacted].  I am available Monday through Friday from 7:30 a.m. to 3: 30 p.m., Central Time.      Sincerely,   Shannon P. Executive Services Analyst

May 12, 2017     Revdex.com 8080 Ward Parkway, Suite 401 Kansas City, MO  64114   Re:  Revdex.com File [redacted]             Assurance Wireless Inquiry        Sprint Case...

[redacted]             To Whom It May Concern:   Sprint is in receipt of the above-referenced inquiry of Ms. [redacted] regarding our Assurance Wireless product. We appreciate your assistance in bringing our customer’s concerns to our attention.  In her complaint, Ms. [redacted] expressed her dissatisfaction in her attempts to cancel her services due to no coverage in her area. As such, she requested we cancel her account and mail her a return label so the equipment can be returned to our warehouse.    During our discussion with Ms. [redacted] via e-mail on May 4, 2107, we advised that we regret any frustration she experienced as a result of this matter. As a result we canceled her account and mailed a return label, due to no coverage.   On behalf of Sprint, I apologize for any inconvenience Ms. [redacted] may have experienced and regret we lost her business.  If Ms. [redacted] has any additional questions, 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 5:00 p.m., Central Time.      Sincerely,   La Taushia L. Executive Services Analyst

January 8, 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]:
Thank you for forwarding the above-referenced inquiry of Ms....

[redacted] to the Sprint Executive & Regulatory Services department. We appreciate your assistance in bringing our customer’s Virgin Mobile USA (VMU) concerns to our attention. In her inquiry, Ms. [redacted] indicated that she purchased a device for her son’s VMU account at Walmart. She further advised that she purchased a $30 VMU Top-Up card from the Walmart website to apply toward the $30 Unlimited service plan. She is in possession of a VMU Custom (Data Done Right) device and VMU Top-Up card and is unable to use the Top-Up card to add service to the device.
During our discussion with Ms. [redacted] on January 8, 2016, we explained that The VMU and VMU Custom Data Done Right platforms are two separate service offerings. We were able to apply funds totaling $30 to her Data Done Right account to be redeemed towards services. We also educated her on our Boost Mobile offerings as she may consider a switch to that brand. Ms. [redacted] expressed her understanding and agreed to contact us if she has any additional questions or concerns, or if she would like assistance with moving her services to the Boost Mobile platform.
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 ###-###-####, ext. [redacted]. I am available Monday through Friday from 7 a.m. to 4 p.m., Central Time.
Sincerely,
Tekiesha H.
Executive Services Analyst

May 18, 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 her inquiry, Ms. [redacted] indicated that after experiencing issues with her iPhone 4s it was replaced by Apple.  Despite several attempts she was unable to activate the replacement device and properly provision all services on her VMU account.  She requested that the matter be resolved and that she be provided with compensation for the time her use of services has been negatively impacted by this issue.   During our initial discussion with Ms. [redacted] on May 5, 2016, we explained we had contacted the device manufacturer to get assistance with making the device operable on our network.  At that time, Ms. [redacted] agreed to partner with the manufacturer at their request to attempt to update the carrier settings for the device and follow up with us to try and activate the device on her VMU account.  During our follow up discussion with Ms. [redacted] on May 17, 2016, we were still unable to activate the device on her account due to incompatibility issues.  In an effort to resolve this matter we agreed to replace the device with an iPhone 5s from our inventory, and an order was placed on that date.  We placed a follow-up call to Ms. [redacted] on May 19, 2016, and she verified receipt of the device and advised that it has been activated.  She also confirmed that her concerns have been fully resolved.   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 ###-###-####, ext. [redacted].  I am available Monday through Friday from 7 a.m. to 4 p.m., Central Time.   Sincerely,   Tekiesha H. Executive Services Analyst

January 14, 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]:
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 file a claim with VMU’s phone insurance vendor, eSecuritel, because they advised that his Apple iPhone 6S is not covered. Mr. [redacted] requested that eSecuritel honor his claim and send him a replacement device.
During our initial discussion with Mr. [redacted] on December 23, 2015, we advised him that we would partner with eSecuritel to try and resolve the matter and follow up with him. During a subsequent discussion with him on January 4, 2016, we explained that after calling eSecuritel on his behalf we determined that eSecuritel did not have the iPhone 6S available and would not be able to replace the device. As resolution they agreed to send Mr. [redacted] a $649 Visa gift card. He verified receipt of the gift card on January 14, 2016, and confirmed that he has no additional questions or concerns.

We regret any inconvenience this matter has caused Mr. [redacted]. If he has any further questions or concerns regarding this matter he can contact me directly by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####, ext. [redacted]. I am available Monday through Friday from 10 a.m. to 7 p.m., Central Time.
Sincerely,
[redacted] H.
Executive Services Analyst

February 20, 2017     Revdex.com 8080 Ward Parkway, Suite 401 Kansas City, MO  64114   Re:  Revdex.com Case [redacted], Mr. [redacted]        [redacted] Mobile Inquiry        Sprint Case [redacted]   To...

Whom It May Concern:   Sprint is in receipt of the above-referenced complaint of Ms. [redacted] regarding our [redacted] Mobile USA (VMU) product.  In the information provided, Ms. [redacted] stated that she contacted [redacted]’s Customer Care department multiple times while attempting to obtain assistance with upgrading her device.  Ms. [redacted] indicated that she was unable to reach a customer service representative after multiple attempts to answer her service related questions.    We regret any delay Ms. [redacted] may have experienced while attempting to resolve her concerns.  We attempted to contact Ms. [redacted] via phone and e-mail to discuss this matter in detail on February 2, 6, and 8, 2017; however, we have been unable to reach her.  In addition, we sent a letter via U.S. Postal Service on February 8, 2017, inviting her to reach out to our office.   Unfortunately, she has not responded.    Sprint is committed to protecting the privacy of our customers.  In accordance with that commitment, we take measures to verify that a person is authorized to discuss and/or make changes to an account.  Specifically, we require that each account has a PIN and that the account’s PIN or security question/answer is verified before we discuss account information or make any changes to the account.  In accordance with that policy, we must first speak with Ms. [redacted] and have her provide us with the aforementioned security information before we can discuss the account or assist her with the concerns raised in her complaint. We look forward to speaking with Ms. [redacted] and encourage her to contact us at her earliest convenience.   If we may be of further assistance with this matter, Ms. [redacted] can contact me by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####, ext. [redacted].  I am available Monday through Friday from 8 a.m. to 5 p.m., Central Time. Sincerely,   Mondrell G. Executive Services Analyst

May 2, 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, filed by 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 experienced dropped calls, the device does not ring on inbound calls and delayed text messages.  He further stated that despite numerous attempts to address his concerns the issues remain unresolved.  He requested a credit to his account for the months of January 2017 through April 2017.     During our discussion with Mr. [redacted] on April 13, 2017, we agreed to forward his concerns to our technical support team to further investigate the issues outlined in his inquiry.  Our technical support team confirmed that the address associated with his VMU account is within our coverage area; however, they identified an outage that affects voice services which began April 7, 2017, and continues to be addressed by our network engineers.    During a follow-up call with Mr. [redacted] on April 25, 2017, he confirmed that after he purchased a new phone he no longer experiences the issues he outlined in his inquiry.  Our records also reflect that our Customer Care representatives applied a credit to Mr. [redacted]’s account in the amount of $30 on April 11, 2017.  Therefore, no additional credits will applied to his account for services.  Should he be impacted any further by the service issues outlined above we welcome him to contact our office.   On behalf of Sprint, I apologize for any inconvenience Mr. [redacted] may have experienced.  If he requires any additional assistance, 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 8:30 a.m. to 4:30 p.m., Central Time.   Sincerely,   Marco M. 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]

Tell us why here... August 24, 2017 Revdex.com8080 Ward Parkway, Suite 401Kansas 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 complaint of Mr. [redacted].  We appreciate your assistance in bringing our customer’s Virgin Mobile USA (VMU) concerns to our attention.  In the information provided, Mr. [redacted] stated that he contacted VMU Customer Care for a customer regarding issues with their services being changed. He further stated that he was told that a text was sent regarding this change, but Mr. [redacted] stated that it was never received. He explained that he requested to speak to a supervisor and was transferred three times, but still did not receive assistance regarding this matter. Mr. [redacted] requested to know why customers were not informed of this change and would like to address his concerns regarding the customer service he received while attempting to resolve this matter. We attempted to reach Mr. [redacted] at the telephone number and e-mail address provided in his inquiry on August 2, 4, 17, 2017, but we were unsuccessful in reaching him.  In addition, we mailed a letter to the address listed in his inquiry on August 17, 2017, via U.S. Mail.  To date we have not received a response from Mr. [redacted].  Unfortunately, we were unable to locate any account with the information provided in the inquiry.  In addition, we are unsure what specific change to service was referenced in the inquiry.  We invite Mr. [redacted] to contact our office directly to discuss these matters in detail.  Sprint is committed to protecting the privacy of our customers.  In accordance with that commitment, we take measures to verify that a person is authorized to discuss and/or make changes to an account.   Specifically, we require that each account has a PIN and that the account’s PIN or security question/answer is verified before we discuss account information or make any changes to the account.  In accordance with that policy, we must first speak with Mr. [redacted] and have him provide us with the aforementioned security information before we can discuss the account or assist him with the concerns raised in his complaint. 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 ###-###-####, 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 18, 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 Mr. [redacted] regarding our Virgin Mobile USA (VMU) product. In his complaint, Mr. [redacted] indicated his account was canceled and all funds associated with this account were lost.  Mr. [redacted] requested that we resume services and apply the funds back to the account.         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 Mr. [redacted] to discuss this matter with him or authenticate his 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 Mr. [redacted] on April 26, 28, and May 3, 2016, at phone ending with [redacted] and via e-mail to discuss this matter in detail; however, we have been unable to reach him.  In addition, we also sent him a letter via the U.S. Postal Service asking him to contact us directly. We invite Mr. [redacted] to contact our office, if his concerns remain unresolved.    On behalf of Sprint, I regret any inconvenience Mr. [redacted] may have experienced as result of this matter.  If he has any additional questions regarding this issue, he can contact me by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####, ext. [redacted]. I am available Monday through Friday from 10:30 a.m. to 6:30 p.m. Central Time.    Sincerely,   Christopher H. Executive Services Analyst

February 7, 2017   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] regarding our Virgin Mobile USA (VMU) product.  In the information provided, Mr. [redacted] stated that he is not a VMU customer, but has recently noticed charges from VMU on his credit card statement.  Mr. [redacted] indicated that on January 16, 2017, his credit card was charged a total of $1,437.08 without his authorization.  He requested that a refund for the charges be processed to his credit card immediately.   We regret any inconvenience this matter may have caused Mr. [redacted].  During our January 26, 2017, conversation with him we requested that he provide his credit card number so that we may perform a system search to investigate the disputed charges.  Regrettably, Mr. [redacted] declined to provide this information.  As such, we recommended that he contact his financial institution to dispute the charges with them directly.  While we regret that Mr. [redacted] disagrees with our position regarding this matter, we believe we have addressed his concerns to the best of our ability.   On behalf of Sprint, I apologize for any inconvenience this matter may have caused Mr. [redacted].  If he has any further questions regarding this matter he may contact me by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####, ext. [redacted].  I am available Monday through Friday from 8 a.m. to 5 p.m., Central Time.   Sincerely, Mondrell G. Executive Services Analyst

March 14, 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 Mr. [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] described an unfavorable experience during his recent attempt to change his VMU mobile number, advising that his service is no longer working properly as a result of that action and that he was apparently assigned a Sprint post-paid service number. He requested that we restore his service and explain how he was assigned that Sprint number.    We regret any difficulty Mr. [redacted] may have experienced with his mobile number change and loss of service.  Based on the nature of his inquiry, we will need to speak with Mr. [redacted] directly in order to obtain additional information and perform troubleshooting actions with his device.   Unfortunately, our attempts to contact Mr. [redacted] via telephone and e-mail on February 24 and 28 and March 2, 3 and 7, 2017, were unsuccessful.  We also sent a letter to him at his address of record via U.S. Postal Service on March 9, 2017, acknowledging receipt of his inquiry and asking him to contact us directly for assistance if his concerns remain unresolved.    We believe that we can fully address Mr. [redacted]’s reported concerns, and we look forward to having the opportunity to do so.  If this issue remains unresolved, 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,   La Taushia L. Executive Services Analyst

February 23, 2016
Revdex.com
8080 Ward Parkway, Suite 401
Kansas City, MO 64114

Re: Revdex.com File [redacted], [redacted] on behalf of [redacted]
Virgin Mobile Inquiry
Sprint Case [redacted]

To Whom it May Concern:...


Sprint is in receipt of the above-referenced inquiry of Mr. [redacted] on behalf of his son [redacted] regarding our Virgin Mobile USA (VMU) product. We appreciate your assistance in bringing our customer’s concerns to our attention. In his complaint, Mr. [redacted] indicated that his VMU account was closed without any notice and his paid balance was swept from his account. He requested a refund of his paid balance that was previously available on his account.
Our records reflect Mr. [redacted] was on a grandfathered Pay-As-You-Go rate plan of 20 cents per minute. This service plan requires a $20 payment be made every 90 days or $10 every 45 days in order to maintain services active. Our records further reflect that Mr. [redacted] did not remit a payment in accordance with his service plan requirements by October 3, 2015, which led to his balance being expired on December 4, 2015, and his account closed. After reviewing the circumstances of the request, we agreed to issue a refund of the remaining account balance in the amount of $320.26. During our discussion via e-mail with Mr. [redacted] on February 16, 2016, we advised him he can expect a refund check within 3-5 days via Fed Ex tracking number [redacted]. The tracking number confirms the check was delivered February 17, 2016.

On behalf of Sprint, I apologize for any inconvenience Mr. [redacted] may have experienced. If Mr. [redacted] has any additional questions, he can contact me by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####, ext. [redacted]. I am available Monday, Tuesday, Thursday and Friday from 7:30 a.m. to 5:00 p.m., Central Time.

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

June 5, 2015
[redacted]
Revdex.com
8080 Ward Parkway, Suite 401
Kansas City, MO 64114
Re: Revdex.com Case [redacted], [redacted]
Virgin Mobile USA (VMU)
Sprint Case [redacted]
Dear Ms. [redacted]:
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 her inquiry, Ms. [redacted] indicated that after activating service with VMU the outbound Caller ID displays an incorrect name. She requested a refund of the monthly service charge that she paid and that the account be closed.
We spoke with Ms. [redacted] on June 4, 2015, and explained that once we update her Caller ID information some companies take as long a seven days to update their records. We further explained that if after seven days the name is still displaying incorrectly we can submit an additional request to have the information updated. During our discussion, Ms. [redacted] advised that it is her intention to leave VMU at the end of the current billing cycle, and as a result, she declined any further assistance. We explained that because she has used service during the current billing cycle we are unable to issue a refund of the monthly charge she paid.
Although Ms. [redacted] may not be fully satisfied with the outcome, we are confident that we have addressed her concerns to the best of our ability and regret any inconvenience this matter may have caused her. If you have any further questions or concerns regarding this matter, you or she can contact me directly at ###-###-####, or by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####. I am available Monday, Tuesday, Thursday and Friday from 7:30 a.m. to 5:30 p.m., Central Time.
Sincerely,
[redacted] S.
Executive Services Analyst