Integrated medical

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

---------- 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

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

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

[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]

[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]

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

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

[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]

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

[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

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

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

February 21, 2017     Revdex.com 8080 Ward Parkway, Suite 401 Kansas City, MO  64114   Re:  Revdex.com File [redacted]        Virgin Mobile USA Inquiry           Sprint Case...

[redacted]             To Whom It May Concern:   Sprint is in receipt of the above-referenced inquiry of Ms. [redacted] with regard to our Virgin Mobile USA (VMU) product.  We appreciate your assistance in bringing our customers’ concerns to our attention.  In her inquiry, Ms. [redacted] stated she ordered equipment online, but it was never received.  Ms. [redacted] stated she called our Customer Care department and requested to have the device redelivered, but was informed a dispute was opened.  Ms. [redacted] expressed her dissatisfaction with this process, stating she asked for the device to be redelivered; however, she was informed a refund would be issued.  She requested for the device to be redelivered at the original discounted purchase price.      During our discussion with Ms. [redacted] on February 13, 2017, we informed her that we need to verify the original device was not received.  Our records reflect that Fed Ex confirmed the device was delivered to the wrong address.  During our follow up conversation with Ms. [redacted] on February 17, 2017, she confirmed a refund was returned to her for the initial equipment order, and we placed a new order at the discounted price.  Ms. [redacted] confirmed she received the new device on February 20, 2017, and we are pleased to inform you that Ms. [redacted] confirmed her satisfaction with the resolution provided.    I apologize for any inconvenience Ms. [redacted] may have experienced as a result of this matter.  If she has any questions regarding this issue she can contact me by calling Sprint Executive & Regulatory Services department toll-free at [redacted], ext. [redacted].  I am available Monday, Tuesday, Thursday, and Friday from 7:30 a.m. to 6:00 p.m., Central Time.    Sincerely,     [redacted] Executive Services Analyst

January 11, 2016
[redacted]
Revdex.com
8080 Ward Parkway, Suite 401
Kansas City, MO 64114
Re: Revdex.com Case [redacted], [redacted]
Boost Mobile Inquiry
Sprint Case [redacted]
Dear Ms. [redacted]:
Sprint is in receipt of the above-referenced inquiry of Mr. [redacted]...

regarding our Assurance Wireless product. We appreciate your assistance in bringing our customers’ concerns to our attention. In his inquiry, Mr. [redacted] expressed his dissatisfaction with the level of customer service received while addressing the unlimited price plan concerns, citing that when he remitted the $30 payment, the unlimited price plan was not added to his account causing the monies to be used to pay per minute usage. In addition, he indicated was promised 250 voice minutes at no cost to him, but he was charged $5 to purchase the 250 bundle.
We appreciate Mr. [redacted]’s taking the time to provide us with the details of his experience with our Assurance Wireless Customer Care representatives. We are continually striving to improve the quality of service provided to our customers. Please be assured that we value Mr. [redacted]’s feedback and that these concerns have been forwarded to the appropriate managerial staff for further review.
Our records reflect that Mr. [redacted] remitted $30 payment on December 19, 2015, but the unlimited Add-On was not requested. Our records further reflect that Mr. [redacted] contacted Customer Care on December 23, 2015, and he was informed that in order to have the unlimited Add-On he would have to call in and request that it be added as the payment was remitted mid-cycle. In addition, a credit of $30 was applied due to any possible misinformation and was advised that $5 of the credit was going to be used to purchase a 250 minute Add-On to be used until the end of the cycle. Mr. [redacted] agreed and confirmed that he would contact Customer Care to add monies at the start of the cycle and purchase the unlimited Add-On.
During our conversation with Mr. [redacted] on January 8, 2016, we provided the information detailed above. As a courtesy, we offered to apply a one time credit of $18 and add the unlimited Add-On effective January 8, 2015, to January 30, 2016. We are happy to inform you that Mr. [redacted] has confirmed satisfaction with our resolution.
We regret any inconvenience this matter may have caused. If we can be of further assistance with this issue, Mr. [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.
Veronica B.
Executive Services Analyst

January 25, 2017   Revdex.com 8080 Ward Parkway, Suite 401 Kansas City, MO  64114   Re:  Revdex.com Case [redacted] – [redacted] Virgin Mobile USA Inquiry       Sprint Case [redacted]   To Whom It May Concern: Sprint is in receipt of the...

above-referenced inquiry of 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] requested clarification regarding VMU unlocking policies regarding a ZTE Awe device that was activated on a VMU account.  Ms. [redacted] indicated that she would like the device in question unlocked. Unlocking a device is a general term that refers to one or more types of device unlocking. MSL unlocking refers to providing an MSL code in order to disable software that sets device parameters and prevents the device from activation on a different network. Unlocking also refers to enabling the SIM slot of your device to allow you to insert another carrier’s SIM card (either domestically or internationally.)  Unlocking a device will not necessarily make a device interoperable with another carrier’s network. In other words, a device designed for one network is not made technologically compatible with another network merely by unlocking it.  Additionally, unlocking a device may enable some functionality of the device but not all (e.g., an unlocked device may support voice services but not data services when activated on a different network).  VMU will unlock a device unlock under the following circumstances: The device has not been reported as lost or stolen or otherwise flagged as ineligible to be unlocked. The device has been active on the associated account for at least 12 months with the account active during that time. We confirmed that Ms. [redacted]’s ZTE Awe associated with phone number ending in [redacted] is eligible for unlocking, and she was provided with the MSL code on January 7, 2017.  Ms. [redacted] verified by e-mail on January 13, 2017, that the matter has been resolved. On behalf of Sprint, I apologize for any inconvenience this matter may have caused.  If we can be of further assistance with this matter, Ms. [redacted] can contact me by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####, ext. [redacted]. I am available Monday through Friday between 8 a.m. and 4:30 p.m., Central Time.   Sincerely,   Kendra O. 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