Integrated medical

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

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

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 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

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

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

July 11, 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]...

[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] purchased a VMU iPhone 6s, but he was sent the wrong color phone. He explained that he was told by VMU to send the phone back and that he would get a refund; however, he would have to pay to ship the device back. He further stated that VMU agreed to pay for the shipping; therefore, he sent the phone back via UPS with delivery confirmation. The return package was signed by VMU on June 20, 2016, and VMU sent him an e-mail confirmation of the device being received. It has been more than ten days and he has yet to receive a refund. He requested an immediate refund.
During our conversation with Mr. [redacted] on July 11, 2016, he confirmed receipt of his refund prior to us contacting him on July 11, 2016. We are pleased to inform that he has received his refund and that we have fully addressed his concerns. Furthermore, we appreciate Mr. [redacted] taking the time to provide us with the details of his experience with our VMU representatives including our equipment ordering process and we regret any frustration that may have occurred while attempting to resolve this matter.
If Mr. [redacted] has additional questions regarding this matter, he can contact me by calling 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,
Tekiesha H.
Executive Service 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]        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 she purchased a VMU branded iPhone 5s as part of a promotion where she would receive a $100 account credit after activation of the device and two successful payments.  At the time of the filing she had not received the $100 promotional account credit, and indicated that she has fulfilled the requirements for the promotion.  She requested that the $100 promotional credit be awarded.   We spoke with Ms. [redacted] on May 16, 2016, and she advised that since her filing the matter has been resolved and the $100 promotional credit has been applied to her account.  As such, she requires no further assistance with this matter.   We regret any inconvenience this matter may have caused Ms. [redacted].  If she has any further questions or concerns regarding this matter she can contact me directly by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####, 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

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

[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]

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

April 25, 2016
Revdex.com
8080 Ward Parkway, Suite 401
Kansas City, MO 64114
Re: Revdex.com Case 11313570- Ms. [redacted]
Virgin Mobile USA Inquiry
Sprint Case 2201121
To Whom It May Concern:
Sprint is in receipt of the above-referenced inquiry of Ms. [redacted]...

[redacted] regarding our Virgin Mobile USA (VMU) product. We appreciate your assistance in bringing our customers’ concerns to our attention. In her inquiry, Ms. [redacted] expressed her concern with our device warranty guidelines, citing that she was informed that in order to have her device replaced under the one-year manufactures warranty, she is required to pay a $25 fee to VMU. Ms. [redacted] also stated that she has spoken with our Customer Care representatives on several occasions regarding her device issue; however, our representatives refuse to repair the device even though she had the device less than two months. As a result, she requested that VMU repair or replace her device at no charge to her and she stated that she does not want to be without a device while her device is being repaired or replaced.
As outlined in our warranty guidelines, malfunctioning devices are replaced with the same device model within the one-year warranty period and a $25 upfront fee is required in order for the malfunctioning device to be replaced under the warranty. Our warranty guidelines also outlines that customers also have the option of sending the device to the manufacturer to be repaired.
Our records reflect that Ms. [redacted] contacted our VMU Customer Care representatives via e-mail on April 1, 2016, stating that her device was malfunctioning. At that time, Ms. [redacted] was provided with troubleshooting steps in order to address her device concerns. Ms. [redacted] was also informed that if her device continued to malfunction she had the option of paying a $25 upfront fee in order to have her device replaced or she could send her device back to the manufacturer. However, she would be responsible for the shipping fees to send the device back to the manufacturer.
Unfortunately, our multiple attempts to contact Ms. [redacted] via phone were unsuccessful. However, we received e-mail correspondence from Ms. [redacted] on April 14, 2016, requesting that we send her a replacement for her malfunctioning device. As a result,
we agreed to send Ms. [redacted] a replacement device and waive the $25 charge as a one-time courtesy. We are pleased to inform you that Ms. [redacted] confirmed that she received the replacement device on April 22, 2016. As such, we believe this issue has been fully resolved.
On behalf of Sprint, I apologize for any inconvenience this matter may have caused
Ms. [redacted]. If she has questions regarding this issue she may contact me by calling the Sprint Executive & Regulatory Services department toll-free at 1-855-848-3280, ext. 3687. I am available Monday through Friday between 8 a.m. and 4:30 p.m., Central Time.

Sincerely,
Kendra Odom
Executive Services Analyst

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

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

[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]

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

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

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

March 1, 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 Ms. [redacted] regarding our Virgin Mobile USA (VMU) product.  We appreciate your assistance in bringing our customers’ concerns to our attention. In the information provided, Ms. [redacted] indicated that she ordered a VMU iPhone 5s and has yet to receive it.   In our recent account review, we confirmed that we do not have an existing order for an iPhone 5s.  In an effort to further investigate the equipment order claim, we would require a copy of her financial records that reflects the payment remitted towards the equipment purchase.    During our e-mail conversation with Ms. [redacted] on February 22, 2017, she indicated that she made numerous attempts to reach VMU disputing that she has yet to receive the phone.  She also advised that this is the last time she will interact with VMU and that she will be switching to a new service provider.  I apologize for any inconvenience this matter may have caused her.  In order to further investigate her equipment order claim, I invited her to contact me directly to further discuss and obtain additional information in order to complete our investigation.  We have yet to receive a follow-up response from Ms. [redacted].   If Ms. [redacted] has questions regarding this matter, she 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