Integrated medical

October 24, 2016   Revdex.com 8080 [redacted] Parkway, Suite 401 Kansas City, MO  64114   Re:  Revdex.com Case [redacted], [redacted]        Assurance Wireless Inquiry        Sprint Case [redacted]   To Whom It May...

Concern:   Thank you for for[redacted]ing the above-referenced inquiry of Mr. [redacted] to the Sprint Executive & Regulatory Services department.  We appreciate your assistance in bringing our customer’s Assurance Wireless concerns to our attention.  In his inquiry, Mr. [redacted] indicated that he has been experiencing issues with his Assurance Wireless handset.  He requested that he be provided with a new, not refurbished, replacement device.    During our discussion with Mr. [redacted] on October 20, 2016, we agreed to process a replacement order for a brand new Assurance Wireless compatible device.  During a follow-up discussion on October 24, 2016, Mr. [redacted] verified that the new device is active and meeting his expectations.         We regret any inconvenience this matter may have caused Mr. [redacted].  If he has any further questions or concerns regarding this matter he can contact me directly by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####, ext. [redacted].  I am available Monday through Friday from 7:30 a.m. to 3:30 p.m., Central Time.   Sincerely,   Tekiesha H. Executive Services Analyst

August 4, 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] expressed his concerns regarding his numerous attempts to reach someone from our Customer Care department in order to obtain his account number.  He requested that VMU provide him with his account number.    We attempted to contact Mr. [redacted] at phone number ending with [redacted] on July 10 and 14, 2017.  On July 14, 2017, we spoke with a gentleman advising that we had the wrong telephone number.  We attempted to explain the reason for our calling and he did not respond.  As a result, we mailed a letter to Mr. [redacted] and invited him to contact our office should he require any further assistance with obtaining his account number.   On behalf of Sprint, I apologize for any inconvenience this matter may have caused Mr. [redacted].  If he has questions regarding this issue he may contact me by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####, ext. [redacted].  I am available Monday through Friday between 10:30 a.m. and 6:30 p.m., Central Time.   Sincerely,   Christopher C. 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:This offer of a credit to my account or someone elses does not solve the problem.  I am not able to connect to their service with one of their supported devices. They charged me anyway to use the account when I told them I could not. They charged me for a service they could not or cannot provide. I am just asking for a refund to my credit card and they've refused. I do not accept this.
Regards,
[redacted]

April 28, 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 Ms. [redacted] regarding our Virgin Mobile USA (VMU) product.  In her inquiry Ms. [redacted] expressed concerns related to her current account balance.  Ms. [redacted] cited that she believes that she was over charged for an international call that caused her account balance to be reduced to only $105.  She has requested that a credit be applied to her account balance.   We regret any delay Ms. [redacted] may have experienced while attempting to resolve her account balance concerns.  Our records indicate that Ms. [redacted] is currently 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 Ms. [redacted] made a seven minute international call at a rate of $0.55 per minute.  We confirmed that she was billed a total cost of $3.85 for this call and her account balance was reduced to $144.20.  As such, we were unable to identify any error on the part of Boost Mobile.    During our April 20, 2016, conversation with Ms. [redacted] we provided the information outlined above.  Ms. [redacted] confirmed that she disagrees with the information provided as she does not feel her minute usage is being reported accurately in our system. During our subsequent conversation with Ms. [redacted] on April 26, 2016, we informed her of her available option to monitor her account balance and minute usage through her online VMU account.  As such, we believe we have addressed her reported account concerns to the best of our ability.   On behalf of Sprint, I apologize for any inconvenience this matter may have caused Ms. [redacted].  If she has any additional questions regarding this matter, I can be reached by calling the Sprint Executive & Regulatory Services department 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 2, 2017   Revdex.com 8080 Ward Parkway, Suite 401 Kansas City, MO  64114   Re:  Revdex.com Case [redacted], Ms. [redacted]        [redacted] Mobile USA Inquiry        Sprint Case [redacted]   To Whom It May...

Concern:   Sprint is in receipt of the above-referenced complaint of Ms. [redacted] regarding our [redacted] Mobile USA (VMU) product.  In the information provided, Ms. [redacted] stated that she setup a VMU account for her twelve year old son thinking that his telephone number would be included on to her account.  Ms. [redacted] cited that she does not believe it is legal to give a child a cell phone account.  She requested a refund for her previous account service payment.   We regret any delay Ms. [redacted] may have experienced while attempting to resolve her service related concerns.  We attempted to contact Ms. [redacted] via phone and e-mail to discuss this matter in detail on February 9, 13, and 15, 2017; however, we have been unable to reach her.  In addition, we sent a letter via the U.S. Postal Service on February 15, 2017, inviting her to reach out to our office.  Unfortunately, she has not responded.   We look forward to speaking with Ms. [redacted] and encourage her to contact us regarding any concerns she may continue to have regarding this inquiry.  Ms. [redacted] should be advised that in order to discuss the details of her account or to make any changes, she must be able to authenticate his account.  As a result, we want to advise her to have her PIN and security information available when she contacts us.   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 inconvenience this matter may have caused Ms. [redacted].  If we may be of further assistance with this matter, she can contact me by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####, ext. [redacted].  I am available Monday through Friday 8 a.m. to 5 p.m., Central Time.   Sincerely,   Mondrell G. Executive Services Analyst

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]e [redacted]  I made another attempt to fix the problem after I filed the complaint.  This last person sent me to the Level 3 Tech I had requested on the direction of Apple. This tech activated the phone.   It is the previous multiple calls to fix this problem that is horrible.  Also there were no messages on my answering machine directing me to call Virgin Mobile about this complaint.  But the phone is working now as it should.  Thank you.

March 9, 2017     Revdex.com 8080 Ward Parkway, Suite 401 Kansas City, MO  64114   Re:  Revdex.com Case [redacted]        Virgin Mobile USA Inquiry        Sprint Case [redacted]...

  To Whom It May Concern:   Sprint is in receipt of the above-referenced inquiry of Mr. [redacted] filed on behalf of account holder [redacted] regarding our Virgin Mobile USA product.  In his inquiry, Mr. [redacted] expressed his concerns regarding his recent interaction with our VMU Customer Care representatives while attempting to get the account number so that he can port out the telephone number to a new service provider.  In addition, he later found out that his device was locked with VMU.  He further advised that he paid in full for his HTC Desire that was purchased outside of VMU and now it is locked with VMU.  He requested that VMU unlock his HTC Desire.   We appreciate Mr. [redacted]’ taking the time to provide us with the details of his recent experience with our Customer Care representatives.  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.   Unlocking a device is a general term that refers to one or more types of device unlocking.  MSL unlocking refers to providing an MSL code in order to disable software that sets device parameters and prevents the device from activation on a different network.  Unlocking also refers to enabling the SIM slot of your device to allow you to insert another carrier’s SIM card (either domestically or internationally).  Unlocking a device will not necessarily make a device interoperable with another carrier’s network.  In other words, a device designed for one network is not made technologically compatible with another network merely by unlocking it.  Additionally, unlocking a device may enable some functionality of the device but not all (e.g., an unlocked device may support voice services but not data services when activated on a different network).  Additional information about unlocking may be found at www.virignmobile.com/unlock.   VMU will unlock a device under the following circumstances: The device has not been reported as lost or stolen or otherwise flagged as ineligible to be unlocked The device has been active on the associated account for at least 12 months with the account active during that time During a previous discussion with Ms. [redacted] on February 27, 2017, we confirmed that her account ending with [redacted] was ported out and as a result, her account was cancelled February 17, 2017.  She disputed that the purchased HTC Desire was not a VMU device and that it should not be locked; therefore, she requested that we unlock her device.  We invited her to provide a copy of her proof of purchase that reflects it is not a VMU handset and that it was purchased unlocked.  She agreed to e-mail us a copy of her proof of purchase.    After reviewing Ms. [redacted]’ HTC Desire device unlock request, we confirmed that her device is not eligible for unlocking due to her device not meeting the 12 month activation timeframe associated with the unlocking eligibility requirements.    In a recent attempt to follow-up with Ms. [redacted], we received a follow-up e-mail from Mr. [redacted] on March 8, 2017, confirming that their sales receipt reflects that they purchased a VMU handset.  Based on the information provided, we found no error on part of VMU in this matter.  As a result, we must respectfully decline to unlock his HTC Desire.  Although Mr. [redacted] and Ms. [redacted] disagree with the information provided, we believe we have addressed his device related concerns.    On behalf of Sprint, I apologize for any inconvenience this matter may have caused Mr. [redacted] and Ms. [redacted].  If he or she has any further questions regarding this concern, he or she can contact me directly at by calling 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

May 17, 2016   Revdex.com 8080 Ward Parkway, Suite 401 Kansas City, MO  64114   Re:  Revdex.com Case [redacted]                           ...

Assurance Wireless Inquiry        Sprint Case [redacted]   To Whom It May Concern:   Thank you for forwarding the above-referenced inquiry to the Sprint Executive & Regulatory Services department.  We appreciate your assistance in bringing our customers’ Assurance Wireless concerns to our attention.  In her inquiry, Ms. [redacted] indicated that after being approved for Lifeline services with Assurance Wireless her benefit was removed and she was advised that she had applied twice for services.  She requested assistance with securing services with Assurance Wireless without further effort on her part, and for compensation for the inconvenience the matter has caused her.   We corresponded with Ms. [redacted] regarding this matter via e-mail on May 6, 2016, and explained that our records reflect that two applications were submitted using her personal information, but a different name.  This led to a duplicate accounts conflict as customers are allowed only one Lifeline benefit per household.  We advised her that an account with Assurance Wireless is active in her name, and is in good standing.  In addition, we sent a follow-up e-mail to her on May 10, 2016, and offered further assistance.  We have not heard back from Ms. [redacted] and assume this matter to be resolved.   We regret any inconvenience this matter may have caused Ms. [redacted].  If you have any further questions or concerns regarding this matter, you or 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

June 24, 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:   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 Assurance Wireless concerns to our attention.  In her inquiry, Ms. [redacted] indicated that she made a payment of $30 for unlimited services on May 6, 2016, but her services were interrupted on May 21, 2016.  She explained that she was advised by Boost Mobile to contact her financial institution, and she filed a chargeback with them due to her not receiving the services she paid for.  She requested assistance with having her services restored.   We spoke with Ms. [redacted] on June 15, 2016, and explained that although she added the Unlimited Bolt-On for $30 on May 6, 2016, the Bolt-On was expired on her cycle date of May 16, 2016. Between May 17, 2016, and May 21, 2016, she exhausted her plan minutes, which resulted in the suspension of her services.  At that time, she filed a chargeback with her financial institution for the payment made May 6, 2016.  When a chargeback is filed, service is automatically suspended until the chargeback is resolved by a payment from the customer.  In this case, we verified that Ms. [redacted] did use the services she paid $30 and filed the chargeback for.  However, due to any possible misunderstanding that may have occurred, we agreed to lift the suspension on her account on June 24, 2016.  During a follow-up discussion with her on June 24, 2016, we explained the above information.   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 7:30 a.m. to 3:30 p.m., Central Time.   Sincerely,   Tekiesha H. Executive Services Analyst

January 11, 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]:
Thank you for forwarding the above-referenced inquiry of Mr. [redacted]...

[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 his account was closed and the $95.80 paid balance was swept from the account. He requested that the account be reactivated and the funds be added back to his account.
During our discussion with Mr. [redacted] on January 8, 2016, we advised that he was subscribed to a sales expired Pay-As-You-Go plan, which required that he add at least $20 to his account every 90 days to retain active service. Our records reflect that a Top-Up requirement was missed on October 2015. This led to his account being closed and the expiration of his balance on December 19, 2015, in accordance with our Terms and Conditions. Due to any possible misunderstanding that may have occurred, we agreed to resume his services and apply a credit to his account for $95.80 to restore his lost balance. Mr. [redacted] verified that the matter has been fully resolved to his satisfaction.

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

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 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 has two VMU accounts. Because two payments were mistakenly applied to the same account a Top-Up requirement was missed on one of the accounts, causing her account to be closed and the paid balance of $119 to be swept. She requested that the account be activated and the paid balance be restored.
During our discussion with Ms. [redacted] on January 19, 2016, we advised that we were able to validate her payment concern. Due to any possible misunderstanding that may have occurred, we agreed to resume her services and apply a credit to her account for $119 to restore her lost balance. Ms. [redacted] verified that the matter has been fully resolved to her satisfaction.

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 10 a.m. to 7 p.m., Central Time.
Sincerely,
Donnetha C.
Executive Services Analyst

November 22, 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 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 attempted to purchase an iPhone 6s on October 16, 2016, and he was told that our system was unable to validate his address; however, after multiple attempts he was advised that VMU was able to successfully place an order for his device.  Furthermore, he indicated that he did not receive an order number or a receipt to track his device.  As such, Mr. [redacted] requested his order to be cancelled and to be refunded the amount for the device on which he paid.    During our initial discussion with Mr. [redacted] on November 4, 2016, our records reflect that his device was delivered on October 20, 2016; however, Mr. [redacted] stated he did not receive the device.  We requested that Mr. [redacted] file a police report and provide the information to us directly so we could facilitate a refund.  We received the police report on ovember 7, 2016, and submitted his request for a refund.  Furthermore, we advised that he should receive his refund within 10 business days, and for him to contact his financial institution in the event his refund is not received within the time frame provided.  We reached out to Mr. [redacted] on November 22, 2016; however, we have been unable to confirm his receipt of the refund.                                         ...⇄ We regret any inconvenience these matters 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

May 25, 2016   Revdex.com 8080 Ward Parkway, Suite 401 Kansas City, MO  64114   Re:  Revdex.com Case [redacted]        Assurance Wireless Inquiry        Sprint Case [redacted]  ...

To Whom It May Concern:   Thank you for forwarding the above-referenced inquiry to the Sprint Executive & Regulatory Services department.  We appreciate your assistance in bringing our customers’ Assurance Wireless concerns to our attention.  In his inquiry, Mr. [redacted] requested that his Lifeline service with Assurance Wireless be cancelled because he no longer qualifies for the benefit.   We spoke with Mr. [redacted] on May 23, 2016, and verified that he was removed from the Lifeline program effective May 19, 2016.  He expressed his understanding and advised that he has no additional questions or concerns.   We regret any inconvenience this matter may have caused Mr. [redacted].  If he has 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

October 24, 2016       Revdex.com 8080 Ward Parkway, Suite 401 Kansas City, MO  64114   Re:  Revdex.com Case [redacted], [redacted]        Virgin Mobile USA Inquiry        Sprint Case [redacted]   To...

Whom It May Concern:   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 has been experiencing issues with her VMU branded Alcatel One Touch device.  She requested that she be provided with a different model replacement device.   We initially spoke with Ms. [redacted] regarding this concern on September 29, 2016, and explained that VMU devices are sold with a one year manufacturer’s warranty.  Within the warranty period customers may contact the manufacturer directly, or pay a $25 Warranty Replacement Fee to VMU to receive a replacement device.  If the same make and model is not available for replacement through VMU a comparable model would be provided.  We offered to replace her device under the replacement guidelines outlined above and waive the $25 Warranty Replacement Fee.    During a follow-up discussion with Ms. [redacted] on October 6, 2016, she verified receipt of the replacement device, but advised that she was not ready to activate the device at that time.  As a result, we attempted to reach her on October 11, 12, and 14, 2016, to assist her with the activation of her replacement device.  In addition, we sent her a letter via the U.S. Postal Service on October 14, 2016, inviting her to contact our office directly should she require further assistance.  Further, our records reflect that she activated the replacement device on October 11, 2016.   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 8:30 a.m. to 4:30 p.m., Central Time.   Sincerely,   Donnetha C. Executive Services Analyst

September 27, 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 inquiry of Ms. [redacted] regarding our Assurance Wireless product.  We appreciate your assistance in bringing our customers’ concerns to our attention.  According to the information provided, Ms. [redacted] indicated that she continues having issues with her account security information not being correct.  She indicated every time she calls in, she is advised that the information she is providing to gain access to her account is incorrect and she has made numerous attempts to correct this matter. In addition, Ms. [redacted] indicated she is not receiving text messages.    We regret any misunderstanding that may have occurred regarding Ms. [redacted]’s text messages as well as account security.  Our records reflect that at this point, Ms. [redacted] is receiving text messages.  Our records further reflect that on September 4, 2016, she contacted Assurance Wireless Customer Care and the account was authenticated successfully.   We attempted to contact Ms. [redacted] on September 9, 21, and 22, 2016, at the telephone number and e-mail address provided to discuss her concerns and possible resolution options in detail.  In addition, a letter was sent on September 21, 2016, via the United States Postal Service (USPS) to the address provided in her inquiry inviting her to contact us for assistance.  We received communication from Ms. [redacted] via e-mail on September 21, 2016, advising she will contact us after the 24th of September due to not having any available minutes on her phone.  As such, we added 100 minutes to allow her to contact our office.  Unfortunately, we have not received a follow-up call from her.    We regret any inconvenience this matter may have caused Ms. [redacted].  If we can be of further assistance with this issue, Ms. [redacted] can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext. [redacted].  I am available Monday through Friday between 7:30 a.m. and 3:30 p.m., Central Time.   Sincerely,   Veronica B. Executive Service Analyst

February 9, 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:   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 approximately one year ago he was double charged for services, and he was advised to keep the funds on his account because he could receive a refund upon cancelation.  When he contacted our Customer Care department to cancel his account and receive a refund he was advised that he would not receive a refund for the remaining balance on his account.  Due to the misinformation he received he requested a refund for his remaining balance of $35.   We spoke with Mr. [redacted] on January 25, 2017, and verified he had a remaining balance of $35 on his account upon cancelation, and agreed to forward his request to our Finance department for further review.  After our review was completed we verified on February 8, 2017, he received a refund in the amount of $37.70 for the remaining balance reflected on his account when it was closed. Mr. [redacted] expressed his understanding and his satisfaction with our resolution to this matter.   We regret any inconvenience this matter may have caused Mr. [redacted].  If he has any further questions or concerns regarding this matter he can contact me directly by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####, ext. [redacted].  I am available Monday through Friday from 10 a.m. to 7 p.m., Central Time.   Sincerely,   Christopher H. Executive Services Analyst

September 28, 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:   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 most recent inquiry, Mr. [redacted] indicated that Sprint has failed to honor his device unlock request.   As outlined in our previous response, VMU will unlock a device under the following circumstances:     The device has not been reported as lost or stolen or otherwise flagged as ineligible to be unlocked   The device has been active on the associated account for at least 12 months with the account active during that time   After a review of our records, we have confirmed that the device associated with phone number ending in [redacted] is eligible for MSL unlocking; however, we are unable to provide any assistance with activating the device on another provider’s network.   During our last discussion with Mr. [redacted] on September 1, 2016, he advised that he no longer wished to discuss this matter.  We attempted to follow up with him on September 15 and 16, 2016, to provide the MSL for his device.  Unfortunately, we have received no response from Mr. [redacted].  After receiving his follow-up inquiry we attempted to reach him on September 22, 23, and 27, 2016.  In addition, we sent him a letter via the U.S. Postal Service on September 27, 2016, inviting him to contact us.  He may contact our office at his convenience to obtain the MSL for his device.   We regret any inconvenience this matter may have caused Mr. [redacted].  If he has any further questions or concerns regarding this matter he can contact me directly by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####, ext. [redacted].  I am available Monday through Friday from 7:30 a.m. to 4:30 p.m., Central Time.   Sincerely,   Tekiesha H Executive Services Analyst

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

May 11, 2016   Revdex.com 8080 Ward Parkway, Suite 401 Kansas City, MO  64114   Re:  Revdex.com Case [redacted], [redacted], Rebuttal        Assurance Wireless 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’ Assurance Wireless concerns to our attention and regret the circumstances that led Ms. [redacted] to contact your offices once again.  In her most recent inquiry, Ms. [redacted] expressed her dissatisfaction with our denial of a refund of the $5.86 balance reflected on her account when it was closed.    We corresponded with Ms. [redacted] regarding this matter via e-mail on May 10, 2016, and she advised that she understands that she will not be receiving a refund of the $5.86 balance.  While it is our goal to resolve all matter brought to our attention, we regret that we are unable to reach a mutually agreeable resolution to Ms. [redacted]’s concerns.  Our offer stands to reactivate an account with Sprint, Virgin Mobile USA, or Boost Mobile, and receive an account credit of $5.86 should she wish to reconsider.   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

[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]