Integrated medical

[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 regretfully accepted what VM offered.  Per VM, even if I pay the balance that I owe on the phone, I may not be able to use all the functions on the phone. I felt that my only choice was to accept the offer  extended  or pay for a phone that I  don't know if t will work once unlocked.  I am paying for a more than $600 phone and $21 dollar is not going to make that much of a difference. Even though an apology was given, VM seem to imply that it's no big deal, the things that happened with their billing services or policies.  To continue with this back and forth writing will not change the policy, so I will give in now.Thank you Revdex.com for helping me in this complaint.
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]

February 8, 2016
[redacted]
Revdex.com
8080 Ward Parkway, Suite 401
Kansas City, MO 64114

Re: Revdex.com File [redacted], [redacted]
Virgin Mobile Custom Inquiry
Sprint Case [redacted]

Dear Ms. [redacted]:

Sprint is in...

receipt of the above-referenced inquiry of Ms. [redacted] regarding our Virgin Mobile Custom 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 obtain a refund citing that she has been charged $43.45; however she is no longer using the service. As such, Ms. [redacted] requested a refund.

During our discussion with Ms. [redacted] on January 29, 2016, we advised that we regret any frustration she experienced as a result of her being charged for services once again. As a result we agreed to forward her refund request to our finance teams for review. We are pleased to inform you that due to no usage of services, a refund in the amount of $43.45 was returned to credit card ending in [redacted] on February 1, 2016. In addition we canceled her account. We are pleased to inform that during our February 1, 2016, follow-up with Ms. [redacted], she was pleased with the resolution provided.
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 .
La Taushia L.
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] I want to thank The Revdex.com for all that they do and I tried 5 times unsuccessfully to resolve this matter prior to contacting the Revdex.com. I told Shannon that if that was all she could me I asked for all of my money because the insurance is bogus they do not do anything, I wanted a full refund of $266.00, but she claimed all she could offer me was $168.00 so I told her something was better than nothing...

February 18, 2016
Revdex.com
8080 Ward Parkway, Suite 401
Kansas City, MO 64114

Re: Revdex.com File [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. In her complaint, Ms. [redacted] expressed her concerns with the equipment warranty process, citing she has contacted her device manufacturer and after troubleshooting her device, they offered to replace her device with an inferior model device. As such, she is requesting a new replacement device.
Starting November 19, 2014, VMU implemented a new $25 fee for warranty replacements to all Virgin Mobile phones on a Beyond Talk service plan, which is payable at the time the warranty replacement is ordered. This fee can be waived one time within a 12-month rolling period for customers with phone insurance, or customers can contact the manufacturer to have the device concerns addressed under the one year manufacturer’s warranty.
Our records do not support that she is paying the additional monthly fee for phone insurance; therefore, to have her device replaced, there will be a $25 fee assessed, plus taxes.
During our discussion with Ms. [redacted] on February 11, 2016, we explained that the HTC device she originally purchased is out of stock and that is why HTC offered to replace her device with a different model phone. As resolution to the complaint brought forth, we exchanged her HTC Desire for a Samsung Galaxy J3 at no cost to her. We are pleased to confirm that Ms. [redacted]’s satisfaction with the resolution provided.
On behalf of Sprint, I apologize for any inconvenience Ms. [redacted] has experienced regarding this matter. If she has any additional questions regarding these issues, she can contact me 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,
La Taushia L .
La Taushia L.
Executive Services Analyst

September 1, 2016   Revdex.com 8080 Ward Parkway, Suite 401 Kansas City, MO  64114   Re:  Revdex.com Case [redacted], [redacted]        Virgin Mobile USA Inquiry        Sprint Case [redacted]   To Whom It May...

Concern:   Sprint is in receipt of the above-referenced inquiry of Mr. [redacted] 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] expressed his concerns regarding his equipment malfunctioning, citing that he has missed text messages, phone calls, his device power cycles by itself and he has to use the speakerphone to speak to anyone.  He requested a refund for the devices as he disagrees with paying $25 for a warranty replacement.  On behalf of Sprint, I apologize for any inconvenience Mr. [redacted] may have experienced as a result of this matter.   VMU offers a one-year warranty from the date of activation on all phones, devices, and accessories that come with our phones.  The VMU warranty replacement fee became effective November 9, 2014, and applies to all VMU phones on a Beyond Talk service plan.  As outlined in our VMU Terms and Conditions, we have the option to charge fees, activation and miscellaneous charges.  Therefore, the customer would be notified of the $25 fee at the time of the equipment RMA order is created.  If the customer declines to pay the fee, the customer has the option to work the manufacturer directly for repairs; however, they will have to pay shipping fees to ship their phone to the manufacturer and it can take up to two to four weeks to get a replacement device when working manufacturers.    In a previous conversation with Mr. [redacted] on August 24, 2016, we waived the warranty replacement fee to replace both defective devices as a resolution and as a one-time courtesy.    During a recent follow-up call with Mr. [redacted] on August 26, 2016, he confirmed that he received both devices and they are currently working.  We are pleased to inform that this matter has been fully resolved and he no longer requires further assistance from our office.    If Mr. [redacted] has questions regarding this concern, he can contact me directly by calling Sprint Executive & Regulatory Services department toll-free at ###-###-####.  I am available Monday through Friday 8:30 a.m. to 5:00 p.m., Central Time.   Sincerely,   Donnetha C. Executive Services Analyst

Tahlia Buckley<[email protected]>8:34 AM (5 hours ago)tome---------- Forwarded message ----------From: [redacted]>Date: Sat, Apr 16, 2016 at 8:58 AMSubject: Virgin Mobile-Complaint #[redacted]To: [email protected]...

# [redacted] against Virgin Mobile for $38.45 has been resolved. I, [redacted], spoke with [redacted]) on April 15, 2016 (for my case #[redacted] through [redacted]) concerning this matter. An adjustment of $70.00 was made toward my Sprint account. A mutual agreement was made to apply the money withdrawn from my bank for both Virgin Mobile phones to my new Sprint accounts. I appreciate the help of everyone involved in this matter, thank you!

[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,
Linda [redacted]

March 18, 2016
Revdex.com
8080 Ward Parkway, Suite 401
Kansas City, MO 64114
Re: Revdex.com Case [redacted] – Rebuttal, Mr. [redacted]
Virgin Mobile USA Inquiry
Sprint Case [redacted]
To Whom It May Concern:
Sprint’s Executive & Regulatory Services department 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 and regret the circumstances that led to Mr. [redacted]’s contacting your office again. In the information provided, Mr. [redacted] expressed his dissatisfaction with the level of customer service provided by the Sprint Executive & Regulatory Services department while he was attempting to obtain compensation for his being unable to obtain an adequate warranty replacement for his defective device.
As stated in our previous response to your office dated March 14, 2016, we explained to Mr. [redacted] 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. Unfortunately, at this time we do not have a replacement HTC Desire 816 available. As a result, Mr. [redacted] would have to work with HTC directly for warranty service.
During our March 15, 2016, conversation with Mr. [redacted] we informed him that we would submit his feedback related to his dissatisfaction with our phone replacement program and that we regret the circumstances that led to the cancellation of his VMU account. Although we regret that he disagrees with the information provided regarding our inability to provide a refund of $200 for his defective device, we are confident that his concerns have been accurately addressed.
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 8 a.m. to 5 p.m., Central Time.
Sincerely,
Mondrell G.
Executive Services Analyst

February 1, 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 to the Sprint Executive & Regulatory Services department. We appreciate your assistance in bringing our customers’ Virgin Mobile USA (VMU) concerns to our attention and regret the circumstance which led to
Ms. [redacted]’s contacting your office once more. In her inquiry, Ms. [redacted] indicated that she has had problems with three LG Tribute 2 devices from [redacted], citing issues with applications not updating, dropped calls, no service and no internet. . She requested either a refund of her service charges or for the issue to be resolved.
As outlined in our previous response December 22, 2015. A review of this matter determined that beginning December 9, 2015, upgrade maintenance to the cell site servicing Ms. [redacted]’s home address began. We are currently in the process of implementing significant upgrades to increase our network efficiency and improve our customers’ wireless experience with coverage, call quality, and data speeds. We expect those upgrades to result in a superior network and enhanced wireless communication experience for our customers. However, some customers may notice occasional and temporary service issues during the transition process. Our technical teams are continually monitoring the effect those changes may have to our customers and are striving to reduce any negative impact. As a courtesy, we applied a credit of $35 to Ms. [redacted]’s account to offset one month of service charges. She thanked us for the information we provided and confirmed that she considers our response to this concern satisfactory.
During a previous conversation with Ms. [redacted] on January 25, 2016, we explained the information detailed above. She indicated that this matter was related to a device issue and as a result, our technical support team confirmed that this matter was not related to a device issue nor network related. However, as a demonstration of our commitment to excellence and as a one-time courtesy, we agreed to switch her device at no cost to her, in exchange for a new LG Stylo. Her equipment order was processed the same day. In a recent follow-up with Ms. [redacted] on January 29, 2016, she confirmed receiving and activating her new device. She further stated that her new device was working fine. We are pleased to inform that she is satisfied with the resolution provided.
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

July 26, 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:   Sprint is in receipt of the inquiry referenced above, filed by Mr. [redacted] regarding our Assurance Wireless product.  We appreciate your assistance in bringing our customers concerns to our attention.  According to the information provided, Mr. [redacted] stated that he has had issues with his device and has been sent replacement devices of the same make and model.  All three devices he has received have been defective.  As such, he requested a different make and model device.   We regret any inconvenience Mr. [redacted] may have experienced as a result of his equipment malfunction.  During our July 11, 2016, discussion with Mr. [redacted], we explained that due to the issues he has had with the Kyocera Jax device we would send him a different make and model device.  Mr. [redacted] confirmed he received an Alcatel Onetouch SpeakEasy, and activated the device on July 25, 2016.  He advised that he is satisfied with our resolution.    If Mr. [redacted] has any questions or concerns regarding this matter he can contact me by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####, ext. [redacted]. I am available Monday through Friday between 10 a.m. and 7 p.m., Central Time.   Sincerely,   [redacted] H. Executive Services Analyst

September 12, 2017     Revdex.com 8080 Ward Parkway, Suite 401 Kansas City, MO  64114   Re:  Revdex.com Case [redacted]        Virgin Mobile USA Inquiry        Sprint Case [redacted]   To...

Whom It May Concern:   Sprint is in receipt of the above-referenced inquiry of Mr. [redacted] regarding our Virgin Mobile USA (VMU) product.  We appreciate your assistance in bringing our customers’ concerns to our attention.    In his inquiry, Mr. [redacted] stated that his VMU service was canceled without his authorization and our representatives denied his request to refund the $40 credit balance that was accrued on the account prior to the cancellation.    Our records reflect that Mr. [redacted]’s pay per minute 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] remitted a service payment in the amount of $20 on March 16, 2017, and his next service payment was due on June 15, 2017, but was not received by VMU by that date.  Because Mr. [redacted] failed to remit a service payment in the amount of $10 or $20 within the allotted 90 day timeframe, his service was canceled on August 15, 2017.  In addition, text messages were sent to Mr. [redacted]’s handset on June 17, and July 13, 2017, informing him that a service payment is required in order to avoid his service being canceled.   During our August 21, 2017, conversation with Mr. [redacted], we provided the information outlined above. We further informed him that although he had an accrued balance in the amount of $31.72 prior to his account being canceled, our Terms and Conditions outlines that all monies paid toward service are non-refundable.  Therefore, we must respectfully deny his refund request.  In addition, Mr. [redacted] stated that he remitted a service payment in the amount of $10 in July and he requested a refund for the payment.  We informed Mr. [redacted] that we are unable to locate any record of receiving a payment for his account in July.  As such, we requested that he send us a copy of his bank statement in order to us to open an investigation with our finance team.  Mr. [redacted] stated that he receives his bank statements at the end of the month and agreed to mail the statement when it becomes available.   We 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 [redacted], ext. [redacted].  I am available Monday through Friday between 8 a.m. and 4:30 p.m., Central Time.   Sincerely,   [redacted] Executive Services Analyst

---------- Forwarded message ----------From: [redacted]<[redacted]>Date: Mon, Aug 29, 2016 at 8:12 AMSubject: Complaint No. [redacted] (Virgin Mobile)To: "[redacted]" <[redacted]>Cc: "[redacted]" <[redacted]>Dear Sir or Madam,Please be...

advised that my complaint regarding Virgin Mobile has been completely resolved to my full satisfaction.  The Business worked out a resolution that was agreeable to me.  Thank you for your help in this matter.

May 16, 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 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 that she attempted to purchase the iPhone 5S for $249 online with a $100 discount if 2 payments are made against the account.  However, every time she attempted to make the purchase, she received an error message.  She further indicated that she contacted her financial institution to confirm her credit card was not the problem and was informed it was not.  After multiple failed attempts to complete the purchase she contacted VMU Customer Care and purchased the device.  Ms. [redacted] requested that VMU to honor the online promotional price.   Our records reflect that Ms. [redacted] contacted VMU Customer Care to inquire about the issues she was having with purchasing the device online.  Our records further reflect that she was offered to purchase the device with representative and a case was created to address the $100 account credit; however, the credit request was denied as the device needed to be purchased online. During our conversation with Ms. [redacted] on May 4, 2016, we provided the information detailed above.  As a result of the issues she experienced, we offered to apply a $100 credit to her VMU account. We are happy to inform you that she accepted the offer and verified her satisfaction with our resolution to her concerns.   We regret any inconvenience this matter may have caused Ms. [redacted].  If we can be of further assistance with this issue, Ms. [redacted] can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext. [redacted].  I am available Monday through Friday between 7:30 a.m. and 3:30 p.m., Central Time.   Sincerely,             Veronica B Executive Service Analyst

---------- Forwarded message ----------From: [redacted] <[redacted]r[redacted][email protected]>Date: Mon, Apr 11, 2016 at 7:03 PMSubject: Complaint #11253975To: "[email protected]" <[email protected]>My complaint, #11253975, was recently resolved with Virgin Mobile. Thank you for your help with getting my refund. [redacted] 678.629.9453

July 13, 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 inquiry referenced above, filed by Ms. [redacted] regarding our Virgin Mobile USA product.  We appreciate your assistance in bringing our customers’ concerns to our attention.  According to the information provided, Ms. [redacted] indicated that she purchased an Apple iPhone SE from VMU and received it in the mail with the display broken.  She notified our VMU Customer Care representatives and was advised that she could pay for the shipping to return the phone in order to obtain a refund or she could take the phone to an Apple store for repair.  Ms. [redacted] opted to take her phone to the store for repair.  The Apple store kept her iPhone SE so that they can send it to their repair center and after her device was repaired, it was sent back to her.  Upon receipt of her device she contacted VMU to obtain an address in order to return her iPhone SE; however, she was advised that she was outside the 7 to 10 day return policy.  She requested a refund for the purchased amount of $432.99.    We are dedicated to providing superior service and products, and we stand behind our commitment with a 7-day unconditional return policy on all our equipment purchased from our website, www.VirginMobileUSA.com.  Customers can return equipment purchased from our website for a full refund, less shipping and/or restocking charges, if applicable.  Further, the return options for any device purchased from a third-party retailer would be bound to the policies of that location.  As outlined in our VMU Terms and Conditions, VMU devices are sold with a one-year manufacturer’s warranty.       During our conversation on July 13, 2016, discussion with Ms. [redacted], we explained the information detailed above.  We confirmed that her purchased iPhone SE is outside the return policy timeframe. Based on the information provided, we must respectfully decline her equipment refund request.  We are confident that we have fully addressed the concerns outlined in her inquiry.   If Ms. [redacted] has any questions 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 between 9:30 a.m. and 5:30 p.m., Central Time.   Sincerely,   Donnetha C. 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 just ended up sending the phone back that they sent to me because it still wasn't comparable to my S5. I'm done with Virgin Mobile.
Regards,
[redacted]

March 28, 2017   Revdex.com 8080 Ward Parkway, Suite 401 Kansas City, MO  64114   Re:  Revdex.com Case [redacted] Ms. [redacted]        Virgin 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 Virgin Mobile USA (VMU) product.  In the information provided, Ms. [redacted] stated that she recently purchased an Apple iPhone 5 device but the phone was unresponsive and she was unable to activate the device.  Ms. [redacted] indicated that she contacted our VMU Customer Care department in order to obtain assistance with ordering a replacement device.  She stated that she was informed that a replacement device would be sent to her within a few days. However, that information was not correct.    We appreciate Ms. [redacted] for taking the time to provide us with the details of her 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.   Our records reflect that Ms. [redacted] contacted our Customer Care department on February 27, and 28, 2017, to obtain assistance with trouble-shooting her new device; however, we were unable to successfully activate her device.  During our March 8, 2017, conversation with Ms. [redacted] we informed her that in order to obtain a replacement device she would be required to return her defective device to our warehouse for a refund and then place an order for the device of her choice once the refund is received.    During our subsequent conversation with Ms. [redacted] on March 15, 2017, we agreed to provide her with a free Apple iPhone 5s device and as a goodwill gesture we applied a one-time service credit to her account in the amount of $35.  At the current time we have confirmed that Ms. [redacted]’ defective device has been received in our warehouse.  Once the device is processed back in to our inventory an immediate refund will be processed back to her credit card.  We agreed to remain in contact with Ms. [redacted] during this process.   In the interim, if you have questions regarding this matter, or if Ms. [redacted] would like to provide additional information for further consideration, please 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,   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: We only use this device once a year when we are traveling and only using 3 dollars worth of a service should not make it so I can not get a refund. The representative told me I should contact Visa and put a dispute on the charges. I called my bank and that would cost me 25 dollars to do. I do not understand why they are willing to put a credit for the entire amount but will not refund the money that we paid for an item that did not work.  Their own employees troubleshot for several hours on this device and had no idea why it was not working. I still feel that the small amount that was used should in no way impact our refund.
Regards,
[redacted]

August 14, 2017     Revdex.com 8080 Ward Parkway, Suite 401 Kansas City, MO  64114   Re:  Revdex.com Case [redacted]        [redacted] USA Inquiry        ...

       Sprint Case [redacted]   To Whom It May Concern:   Sprint is in receipt of the above-referenced complaint of Ms. [redacted].  We appreciate your assistance in bringing our customer’s [redacted] USA (VMU) concerns to our attention.  In the information provided, Ms. [redacted] stated that she purchased a VMU device from a third-party retailer on July 11, 2017, but later learned that the device was defective. She also stated that the VMU Customer Care department advised that she would receive a replacement device, but she never did. Upon contacting our Customer Care department again she was given different reasons why she had not received the device, but was finally informed that the equipment was never ordered. Ms. [redacted] expressed her concerns with the representatives and management regarding their unwillingness to assist and not attempting to provide alternative solutions.   We regret any inconvenience Ms. [redacted] may have experienced while attempting to resolve her VMU device concern. During our discussion with Ms. [redacted] on August 10, 2017, she confirmed that she has received the replacement device and that her services are working as designed.  We offered to credit Ms. [redacted]’s account $25 to add to the existing $10 credit provided by customer care and an additional $35 to offset two months of service charges as final resolution.  Ms. [redacted] accepted the credit and stated that this fully resolves her concerns.   On behalf of Sprint, I apologize for any inconvenience these matters may have caused Ms. [redacted].  If she has further questions regarding these concerns, she can contact me by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####, ext. [redacted].  I am available Monday, Tuesday, Thursday, and Friday from 7:30 a.m. to 5:30 p.m., Central Time.   Sincerely,   Shannon P. Executive Services Analyst

May 17, 2017     Revdex.com 8080 Ward Parkway, Suite 401 Kansas City, MO  64114   Re:  Revdex.com File [redacted]             Virgin Mobile Custom 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 Custom (VMC) product. We appreciate your assistance in bringing our customer’s concerns to our attention.  In her complaint, Ms. [redacted] stated she canceled her VMC account; however, she is still being billed for monthly services. As such, she is requesting a refund for services, and for the account to be removed from automatic bill pay.      During our discussion with Ms. [redacted] on April 28, 2017, we advised that we regret any frustration she experienced as a result of her account billing concern.  As a result, we agreed to forward her refund request to our Finance teams for review.  We were able to verify the charges were stemming from her son’s active account. Ms. [redacted] confirmed her son is no longer using VMC service and requested the account to be canceled April 19, 2017. We are pleased to inform you that due to no usage of services, a refund in the amount of $129.52 was returned to her credit card ending in 5340 on May 3, 2017. We attempted to follow up with Ms. [redacted] on May 3, 8 and 11, 2017, to confirm the refund has been received; however, we have not been able to reach her.  We invite Ms. [redacted] to contact us at her earliest opportunity if additional assistance is needed.   On behalf of Sprint, I apologize for any inconvenience Ms. [redacted] may have experienced.  If Ms. [redacted] has any additional questions, she can contact me by calling the Sprint Executive & Regulatory Services department toll-free at [redacted], ext. [redacted].  I am available Monday through Friday from 8 a.m. to 5 p.m., Central Time.      Sincerely,   [redacted].Executive Services Analyst