Integrated medical

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

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

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

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

January 25, 2016
[redacted]
Revdex.com
8080 Ward Parkway, Suite 401
Kansas City, MO 64114
Re: Revdex.com Case [redacted]
Virgin Mobile USA Inquiry
Sprint Case [redacted]
Dear Ms. [redacted]:
Sprint is in receipt of the inquiry referenced above, filed by Ms....

[redacted] regarding our Virgin Mobile USA (VMU) product. We appreciate your assistance in bringing our customers’ concerns to our attention. In her inquiry, Ms. [redacted] purchased a new phone with expedited shipping on December 23, 2015, but was not delivered to her mailing address because it was delivered to the wrong mailing address. She requested for her device to be expedited for immediate delivery including a refund of her shipping charge and a credit off her bill for the inconvenience. On behalf of Sprint, I apologize for any inconvenience these concerns may have caused Ms. [redacted].
Our records reflect that Ms. [redacted]’ iPhone 6s Gold 16GB order was processed on December 24, 2015. Ms. [redacted] contacted VMU Customer Care representatives on December 28, 2015, reporting that her equipment order was shipped to an incorrect mailing address. As a result, a case was immediately opened by our VMU Customer Care representatives alerting FedEx of the issue. A delivery exception was made by FedEx delivering the equipment order to the correct address on December 31, 2015. Our records further reflect that iPhone 6s Gold 16GB is currently active with mobile line ending with [redacted] since January 7, 2016.
We attempted to contact Ms. [redacted] by phone at ###-###-#### and via e-mail in order to discuss her equipment order and refund request on January 4, 14, and 15, 2015. In addition, we mailed a letter to Ms. [redacted]’ service address on January 15, 2015, inviting her to contact us directly; however, our attempts to reach her have been unsuccessful. As a resolution, we applied a one-time credit of $12 to offset the shipping charge assessed. Regarding her request for a credit off her bill, we respectfully decline her credit request as Sprint does not compensate our customers for inconveniences. If Ms. [redacted] would like further assistance with this matter we encourage her to contact us at her earliest opportunity.
If Ms. [redacted] has 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 7 a.m. and 4 p.m., Central Time.
Sincerely,
Tekiesha
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 Administratively Resolved]
Complaint: [redacted]
I am rejecting this response because:
 This is a lie. Sprint has made it clear that they can only talk to me during one hour during the day. That hour is my busiest time at work. We have only been able to to speak for 5 minutes at a time. I am quite upset that Sprint decided to blow off what I was telling them and prolonged things forcing me to purchase another month from them. They make it impossible to talk to because of how limited their call schedule is.
Regards,
[redacted]

January 14, 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. In his inquiry, Mr. [redacted] indicated that his services were interrupted and his paid balance of approximately $250 was swept from the account. He inquired as to why VMU did send a reminder for the required 90-day Top-Up. He requested that the account be reinstated and for funds to be added back to the account.
During our discussion with Mr. [redacted] on January 13, 2016, we explained that we identified a systems issue that caused the failed delivery of his Top-Up notification. As a result we agreed to reinstate services and provide a credit to his account for $255.56 to restore his previous cash balance. In addition, we explained that his next Top-Up requirement will be January 12, 2017. He confirmed that his concerns have been 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,
Donnetha C.
Executive Services Analyst

March 23, 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 is not a VMU subscriber; however, his credit card was used to establish services with VMU by an unknown individual. He further indicated that he has contacted his financial institution to dispute the charge, but he would like for VMU to provide the name of the individual who opened the account. He also requested assistance with securing a refund of $58.95 to his credit card.
We spoke with Mr. [redacted] regarding this matter on March 21, 2016, and advised that since he has filed a dispute with his financial institution he should work with them directly to secure a refund of the unauthorized charge. We further explained that due to privacy reasons we are unable to provide any specific account information without verification of the security information on the account in question unless we are presented with proper legal demand. We advised that should there be any ensuing criminal investigation into this matter we would cooperate fully with law enforcement.
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,
[redacted] H.
Executive Services Analyst

May 12, 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 device from the VMU website, but decided to return it for a refund before activating the device.  She advised that upon contacting VMU Customer Care she was told that a return label would be sent to her to return the device for a refund.  After not receiving a return label she again contacted VMU Customer Care and was advised that she was responsible for the shipping costs of returning the device for a refund, and that she had exceeded the allowable timeframe to return the device.  She requested a refund of $42 for the purchase to resolve this matter.   We initially spoke with Ms. [redacted] regarding this matter on May 4, 2016, and she advised that she had already spoken with a VMU representative who advised her that a refund request was approved and submitted.  We received a follow up e-mail from her on May 12, 2016, and she verified receipt of the refund and confirmed that her concerns were resolved to her satisfaction.   We regret any inconvenience these matters may have caused Ms. [redacted].  If she has any further questions or concerns regarding these matters 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

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

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

January 13, 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 Customs (VMC) product. In her complaint, Ms. [redacted] indicated that she made her monthly service payment on December 8, 2016; however, she received a notification on December 14, 2016, that her account has been suspended for non-payment.  She contacted our Customer Care department in an effort to resolve her concerns, and she was notified that her services have been ported to another wireless provider.  In addition, she stated that she paid an additional $40 to ensure her payment was posted.  As such, Ms. [redacted] requested that we refund her $84 for the service payments she has made as she is still without service.   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 attempted to contact Ms. [redacted] on December 21 and 22, 2016, at phone number ending in [redacted], and via e-mail to discuss this matter in detail.  In addition, we also sent her a letter via the U.S. Postal Service asking her to contact us directly on December 22, 2016.  We received a call from April [redacted] on December 22, 2016; however, she was unable to authenticate the account, and she advised us that she will follow-up with us when she receives the account PIN.  We attempted to follow-up with Ms. [redacted] on January 10, 2017, but we were unable to establish contact.       On behalf of Sprint, I regret any inconvenience Ms. [redacted] may have experienced as result of this matter.  If she has any additional questions regarding this issue, she can contact me by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####, ext. [redacted]. I am available Monday through Friday from 10:30 a.m. to 6:30 p.m. Central Time.    Sincerely,   Christopher H. Executive Services Analyst

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

Case [redacted]             To Whom It May Concern:   Sprint is in receipt of the above-referenced inquiry of Ms. [redacted] regarding our Virgin Mobile USA (VMU) product. We appreciate your assistance in bringing our customer’s concerns to our attention.  In her complaint, Ms. [redacted] stated she canceled her VMU 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 payments.   During our discussion with Ms. [redacted] on December 29, 2016, we advised that we regret any frustration she experienced as a result of her account billing concern.  We agreed to forward her refund request to our finance teams for review.  Our records reflect that Ms. [redacted]’s VMU account was canceled November 4, 2016. Finance was able to verify the charges in question were related to her son’s active account. Ms. [redacted] confirmed her son is no longer using VMU service and requested the account to be canceled on December 30, 2016. We are pleased to inform you that due to no usage of services, a refund in the amount of $200.70 was provided to her credit card ending in [redacted] on December 30, 2016. During our January 9, 2017, 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.  If she 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 through Friday from 8 a.m. to 5 p.m., Central Time.      Sincerely,   La Taushia L . La Taushia L. Executive Services Analyst

April 27, 2016   Revdex.com 8080 Ward Parkway, Suite 401 Kansas City, MO  64114   Re:  Revdex.com Case [redacted]              Virgin Mobile USA Inquiry        Sprint Case...

2203166   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 inquiry, Mr. [redacted] indicated that he purchased a VMU branded iPhone through the VMU website and used Paypal to complete the transaction.  He further indicated that he paid for overnight shipping, but did not receive the device the following day.  Upon contacting VMU Customer Care he was advised that the order had missed the cutoff for overnight shipping, and to allow a few more days for shipping.  At the time of the filing he had still not received a device, and claimed he was advised that the order could not be cancelled.  As a result, he requested a refund of $929 for the device.   After a review of this matter we determined that Mr. [redacted] placed his order between 11:30 p.m. and 2:00 a.m., Central Time.  Our system undergoes maintenance during this time period each day.  It was identified that there was an issue with orders processed during this timeframe that has since been corrected.  Because we received Mr. [redacted]’s request to cancel the order prior to the matter being resolved a refund was processed.  During our discussion with him on April 27, 2016, he verified receipt of the refund and advised that he no longer requires assistance with 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,   Donnetha C. Executive Services Analyst

June 8, 2017     Revdex.com 8080 Ward Parkway, Suite 401 Kansas City, MO  64114   Re:  Revdex.com Case [redacted], [redacted]        Assurance Wireless Inquiry        Sprint Case [redacted]   To Whom It May...

Concern:   Sprint is in receipt of the above-referenced inquiry of Ms. [redacted] regarding our Assurance Wireless product.  We appreciate your assistance in bringing our customers’ concerns to our attention.  In her inquiry, Ms. [redacted] stated that her Assurance Wireless device has been malfunctioning for months and each time she contacts our Customer Care department she has been informed that she has to wait until May 8, 2017, to have her device replaced with an Android device. Ms. [redacted] further stated that she contacted our Customer Care department on May 22, 2017, and requested to be sent an Android device; however, she was informed that she would have to pay $25 to have her device replaced even though she was previously informed the Android device would be free. As such, Ms. Welch requested to be sent an Android device at no cost.   As outlined in our warranty guidelines, malfunctioning devices are replaced with the same device model within the one-year warranty period.  Our warranty guidelines also outlines that customers also have the option of sending the device to the manufacturer to be repaired.  In addition, customers have the option of upgrading their device to an Android device; however, customers are charged a $25 upgrade charge in order to take advantage of this option.   During our May 26, 2017, conversation with Ms. [redacted], we provided the information outlined above.  We further informed Ms. [redacted] that we reviewed her account notes and were unable to locate any notes stating that she would receive a free Android device.  We were able to locate notes on January 9, and March 26, 2017, stating that she was informed that she would have to pay a $25 upgrade fee in order to upgrade her device to an Android phone.  However, as a courtesy, we agreed to waive the $25 upgrade fee and send Ms. [redacted] an Android device. During our supplemental conversation with Ms. [redacted] on June 5, 2017, she confirmed that she received the Android device.  As such, we believe this matter has been fully addressed.   On behalf of Sprint, I apologize for any inconvenience this matter may have caused Ms. [redacted].  If she has questions regarding this issue she may contact me by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####, ext. [redacted].  I am available Monday through Friday between 7 a.m. and 3:30 p.m., Central Time.   Sincerely,   Kendra [redacted] Executive Services Analyst

July 25, 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’s Executive & Regulatory Services department is in receipt of the above-referenced inquiry of Ms. [redacted] regarding Virgin Mobile USA (VMU) product. We appreciate your assistance in bringing our customer’s concerns to our attention.  In the information provided Ms. [redacted] expressed her dissatisfaction with the level of customer service provided by our representatives during her attempts to order equipment, stating there is conflicting pricing information and multiple orders have been attempted, but none have been successfully processed. Ms. [redacted] stated she was told the iPhone 6 is out of stock and as such, requested a credit on her account and an iPhone 6 for her daughter.    During our conversation with Ms. [redacted] on July 14, 2017, we informed her that the iPhone 6 is out of stock online; however, she can check our website at www.VirignMobileUSA.com to track availability of the device. We informed her that we are not able to offer her a discount towards an iPhone 6; however, as resolution to her complaint we applied a $62 credit towards her account to offset one month of service charges.  On July 19, 2017, we placed a follow up call to Ms. [redacted] to inform her the iPhone 6 inventory has been replenished; unfortunately, as of July 21, 2017, line ending in [redacted] ported out to another provider.   We regret any inconvenience these matters may have caused Ms. [redacted].  If Ms. [redacted] has any questions regarding these issues we invite her to contact me directly by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####, ext. [redacted].  I am available Monday through Friday between 8 a.m. and 5 p.m., Central Time.   Sincerely,   LaTaushia L. Executive Services Analyst

From: [redacted]<[redacted]>Date: Tue, Aug 22, 2017 at 11:38 AMSubject: Re: You have a new message from the Revdex.com of Greater Kansas City in regards to your complaint #[redacted].To: Revdex.com <c[redacted]>Ms. [redacted] from Sprint Executive...

Services Office,contacted me yesterday,we communicated via emails. Ms. [redacted]  offered an option for resolution to my concerns. I did accept Ms. [redacted] offer of customer recovery she extended. Thank you Revdex.com,for your assistance with this matter. In closing I also appreciate Ms. [redacted] prompt attention to my customer service issues.                        Thank you,                         [redacted].

July 18, 2016     Revdex.com 8080 Ward Parkway, Suite 401 Kansas City, MO  64114   Re:  Revdex.com Case [redacted]        Virgin Mobile USA Inquiry        Sprint Case [redacted]   To Whom It May...

Concern:   Sprint is in receipt of the above-referenced inquiry of Ms. [redacted] regarding our Virgin Mobile USA (VMU) product.  We appreciate your assistance in bringing our customers’ concerns to our attention.  According to the information provided, Ms. [redacted] began experiencing issues with her device giving her a roaming message; therefore, she contacted VMU Customer Care team and learned that her telephone number had been migrated to a Boost Mobile account in error.  Ms. [redacted] further stated that after contacting both VMU and Boost Mobile she was not provided with a resolution, and she did not have use of her services for personal and business transactions.   We regret any misunderstanding that may have occurred during Ms. [redacted]’s attempts to restore her VMU services. During our initial conversation with Ms. [redacted] on June 30, 2016, we advised that further investigation was necessary in order to resolve her reported service concerns.  However, in the interim, we offered to activate a temporary number for Ms. [redacted] in order for her to be able to use her services.  Ms. [redacted] accepted.   Our research into the matter determined that due to a system issue, Ms. [redacted]’s phone number ending in 7641 was cancelled in error.  Sprint has corrected the system issue and on July 7, 2016, we resolved the matter by reinstating Ms. [redacted]’s phone number to her VMU account.   Accordingly, we confirmed her phone number is working properly.  During a follow-up discussion with Ms. [redacted] on July 7, 2016, we confirmed the information outlined above and she indicated that her concerns have been resolved.   On behalf of Sprint, I apologize for any inconvenience these issues may have caused Ms. [redacted].  If she has additional 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 through Friday from 7:30 a.m. to 3: 30 p.m., Central Time.      Sincerely,   Shannon P. Executive Services Analyst

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

July 15, 2016       Revdex.com 8080 Ward Parkway, Suite 401 Kansas City, MO  64114   Re:  Revdex.com Case [redacted]        Virgin Mobile USA Inquiry        Sprint Case [redacted]   To...

Whom It May Concern:   Thank you for forwarding the above-referenced inquiry of Ms. [redacted] to the Sprint Executive & Regulatory Services department.  We appreciate your assistance in bringing our customer’s Virgin Mobile USA (VMU) concerns to our attention.  In her inquiry, Ms. [redacted] indicated that she was directed to a [redacted] to purchase a replacement device.  After purchasing and activating the new device she determined that her service had been moved to the Virgin Mobile Custom (VMC) platform.  She indicated that as a result of this transition she was without services for 27 days.  She requested compensation totaling $54.65 for the days she was unable to use her services, but at the time of the filing she had only received a credit of $20.   We spoke with Ms. [redacted] regarding this concern on July 14, 2016.  After verifying no usage for the time period outlined in her inquiry we issued a credit to her account for $40.  Ms. [redacted] expressed her satisfaction with our handling of her concern and advised that she has no further concerns at this time.   We regret any inconvenience the delay in receiving her account credit 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,   TekieshaH. Executive Services Analyst