Integrated medical

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

October 14, 2016
Revdex.com
8080 Ward Parkway, Suite 401
Kansas City, MO 64114

Re: Revdex.com File [redacted], [redacted]
Sprint Case [redacted]
To Whom It May Concern:
Sprint is in receipt of the above-referenced inquiry of Ms. [redacted]. We appreciate your assistance...

in bringing our customers' concerns to our attention.
In the information provided, Ms. [redacted] indicated that her service was interrupted twice and that she incurred $80 in service reconnection charges after making payment arrangements. She requested that we refund those charges.
We regret any difficulty this matter may have caused Ms. [redacted]. However, we were unable to locate a Sprint account with the information provided. As such, we will need to speak with her directly in order to obtain additional details in order to proceed with our review.
Unfortunately, our attempts to contact Ms. [redacted] by telephone and via e-mail on October 3, 12, and 13, 2016, were unsuccessful. In addition, on October 13, 2016, we sent a letter to Ms. [redacted] at the address she provided to your office, acknowledging our receipt of her inquiry and inviting her to contact us for assistance.
We regret any inconvenience this matter may have caused Ms. [redacted]. If we can be of any further assistance with this issue, Ms. [redacted] can contact me directly by calling our office toll-free at ###-###-####, ext. [redacted], and referencing case [redacted]. I am available from 7:30 a.m. to 3:30 p.m., Central Time, Monday through Friday.
Sincerely,
Stan S.
Executive Services Analyst

February 27, 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 her inquiry, Ms. [redacted] stated that she made a payment for her monthly recurring service charge on December 26, 2016; however, her phone stopped working shortly after she made the payment.  Ms. [redacted] further stated that there are not any VMU stores in her area, so she purchased a new device with a different provider and requested that VMU refund the payment referenced above.  In addition, she stated that her refund request was denied because she used more than 15 minutes of service after the payment posted.    Our records reflect that Ms. [redacted] remitted a payment in the amount of $50.88 on December 26, 2016.  Our records further reflect that Ms. [redacted] used the service on her device from December 27, 2016, through January 2, 2017.  Our VMU Terms and Conditions outlines that all monies paid toward service are non-refundable.  Therefore, our Customer Care department denied her request to refund the payment that she made on December 26, 2016.   During our February 10, 2017, conversation with Ms. [redacted], we provided the information outlined above.  As a one-time courtesy we agreed to submit a refund request in the amount of $50.88 for the last payment that was billed to Ms. [redacted]’s credit card.  During our follow-up conversation with Ms. [redacted] on February 14, 2017, we informed her that her refund request was approved on February 13, 2017, and the funds should be processed back to her credit card in 7-10 business days.  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 he has questions regarding this issue he may contact me by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####, ext. [redacted].  I am available Monday through Friday between 7 a.m. and 3:30 p.m., Central Time.   Sincerely,   Kendra [redacted] Executive Services Analyst

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered]
Complaint: [redacted]
I am rejecting this response because: I have gotten touch with them regarding what they wanted and given them all the emails that I was sent and also what I had from my financial institute. I work and can not repsond to them as soon as they want.
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

March 10, 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 for Ms. [redacted] regarding our Assurance Wireless product.  We appreciate your assistance in bringing our customers’ concerns to our attention. In her inquiry, Ms. [redacted] expressed her concern that she has attempted to terminate her service and obtain a refund of the monies accumulated on to her account.  On behalf of Sprint, I apologize for any inconvenience Ms. [redacted] may have experienced as a result of this matter.   Our records reflect that Ms. [redacted]’s Assurance Wireless account began service on November 2011; however, as of January 28, 2017, we received notification from NLAD (National Lifeline Accountability Database) that she transferred her Lifeline discount to another Lifeline service provider.  As a result, on February 22, 2017, Ms. [redacted]’s account was placed on our sales expired per minute Pay-As-You-Go plan as of February 22, 2017, which requires a $10 payment every 45 days or $20 payment every 90 days to maintain active services .  Our records further reflect that although Ms. [redacted] requested to cancel her account, she was advised by our Customer Care department to retain her account active while her refund request of her account balance is reviewed.  Regrettably, Ms. [redacted]’s refund request was denied; therefore, the account remained active.   We regret any possible misunderstanding that may have occurred regarding our refund policy as service payments are non-refundable.  This information is available to our customers in our Terms and Conditions of Service for VMU at www.virginmobileusa.com.    During our conversation with Ms. [redacted] on March 1, 2017, we explained the information detailed above.  Due to any possible misunderstanding that may have occurred regarding our refund policy, as a demonstration of our commitment to excellence, and as a one-time courtesy, we offered to transfer her account balance to a friend or family member that has active Sprint, [redacted] or [redacted] USA (VMU) account.  Although Ms. [redacted] disagrees with the information provided, she no longer wanted to further discuss this matter with our office.  Please note that the account remains active; however, we must respectfully decline her refund request.  We invite her to contact us once more should she want to follow through with the cancellation of her account.   If Ms. [redacted] has any questions regarding this matter, she can contact me directly by calling Sprint Executive & Regulatory Services department toll-free at ###-###-####.  I am available Monday through Friday from 8:30 a.m. to 4:30 p.m., Central Time.   Sincerely,   Marco M Executive Service 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]

April 18, 2016
Revdex.com
8080 Ward Parkway, Suite 401
Kansas City, MO 64114
Re: Revdex.com Case 11300533, [redacted]
Virgin Mobile USA Inquiry
Sprint Case 2200253
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 two devices from the VMU website that she was unable to activate. She further indicated that because she was advised by VMU Customer Care to wait 72 hours to try and activate again she exceeded the 7 day return window for a refund. She requested that she be allowed to return the devices and receive an $86.38 refund.
During our discussion with Ms. [redacted] on April 15, 2016, we explained that while we regret any misunderstanding that may have occurred, the VMU return policy allows 7 days to return a device for a full refund. Ms. [redacted] verified that she is still in possession of the devices in question. We advised that although we are unable to issue a refund for the devices we are willing to apply an equivalent credit to the Sprint, VMU, or Boost Mobile branded account of a friend or family member. She accepted our offer, and a credit of $86.38 was applied to her daughter’s account with phone ending in [redacted]. Ms. [redacted] verified that she has no additional concerns at this time.
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 [redacted], 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 14, 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 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] stated that his wife’s credit card was debited twice for the add-on plan service charge when she requested to add the $30 Unlimited plan to her daughter’s boyfriend’s Lifeline account.  Mr. [redacted] further stated that his wife contacted our Customer Care department to request a refund, and our representatives informed her that the financial institution made the error when processing the payment.  In addition, he stated that his wife visited her bank and she was informed to wait a few days to determine if the monies would be refunded.  As a result, he requested to have the additional payment refunded.   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.  If the PIN cannot be provided, other specific identifiers may be required to discuss the account information or to implement the changes being requested.  We have not had the opportunity to obtain permission from the account holder to discuss this matter with him or authenticate his 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.    During our February 6, 2017, conversation with Mr. [redacted], he confirmed that he is unable to authenticate the above referenced account.  As such, we informed him that due to his inability to authenticate the account, we are unable discuss and/or make changes to the account. Mr. [redacted] stated that his wife already reversed the charges with her financial institution.   On behalf of Sprint, I apologize for any inconvenience this matter may have caused.  If we can be of further assistance with this matter, Mr. [redacted] can 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

May 18, 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.  In Ms. [redacted]’s inquiry she stated that two automatic payments were billed to her credit card for her monthly service charge in March 2017.  Ms. [redacted] further stated that she disputed one of the charges with her financial institution, and as a result her service was immediately suspended by VMU because one of the two charges was only pending and did not post to the account, and the second charge was reversed.  Ms. [redacted] agreed to make and additional payment to offset the payment that was reversed by her financial institution even though by this time her April 2017 automatic payment had already been processed.  Our representatives informed her that a refund request would be submitted for the additional payment; however, two additional payments were charged to her credit card and VMU failed to refund her for the payments.  As such, Ms. [redacted] requested to have her service restored and to be refunded for the additional payments.   Sprint is committed to protecting the privacy of our customers.  In accordance with that commitment, we take measures to verify that callers are authorized to discuss and/or make changes to an account.  Specifically, we require that each account has a PIN and that the PIN is verified by the account holder or an individual authorized to have access to the account before we can discuss sensitive account information or make any changes to the account.  We have not had the opportunity to obtain permission from Ms. [redacted] to discuss this matter with her or authenticate her ability to access account information with regard to this inquiry.  As a result, we cannot provide private information, or make any changes to the account.    We regret any misunderstanding that may have occurred regarding Ms. [redacted]’s payment concerns.  In order to ensure proper resolution, we must speak with Ms. [redacted] directly.  We attempted to contact Ms. [redacted] at phone number ending with [redacted] to discuss this matter in detail on April 26, and 27, 2017; however, we were unable to reach her.  In addition, we also sent Ms.  [redacted] a letter via the U.S. Postal Service on May 8, 2017, asking her to contact us directly.  We welcome Ms. [redacted] to contact us at her earliest opportunity if further assistance is needed; however, our records reflect that her service was restored on April 20, 2017.   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

[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: there is still the matter of the accumulated balance on the account.  as stated it was a pay as you go and that is what my brother did.  every time he received a notice to pay on his account to keep the phone active he paid.as stated from the very beginning what gives this company the right to keep a customers accumulated balance on the account?once again I request that the overage paid on the account is returned as I was informed originally.we would not get into any plan with this company due to the above.      
Regards,
[redacted]

December 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:   Sprint is in receipt of the inquiry referenced above, filed by Mr. [redacted] regarding our Virgin Mobile USA (VMU) product.  We appreciate your assistance in bringing our customers’ concerns to our attention.  In his inquiry, Mr. [redacted] expressed his concern with the level of customer service provided by our representatives during his attempts to reach someone by phone and obtain an access code for a Top-Up card he purchased with his credit card.  This issue remains unresolved as he awaits a follow-up call from VMU to resolve his Top-Up card concerns.   We appreciate Mr. [redacted]’s taking the time to provide us with the details of his experience with our Customer Care department.  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.   Top-Up cards are sold at many different stores and are sent to stores cold or inactive, and are made hot or active at the cash register at the time of purchase when the card is scanned.  Top-Up cards have a PIN number that is required to apply the money to a customer’s account.  If there is there is an issue with the PIN customers must provide a copy of their receipt or copy of the front and back of the Top-Up card, so that we can further investigate the matter.   During our December 16, 2016, conversation with Mr. [redacted], we explained the information outlined above.  Because he no longer has the Top-Up card or sales receipt, we are unable to further research the status of his Top-Up card.  As a goodwill gesture, we applied a one-time credit in the amount of $30 to his account to offset one month of service charges.  We are pleased to inform you that Mr. [redacted] reported this concern has been fully addressed and resolved.   On behalf of Sprint, I apologize for any inconvenience Mr. [redacted] may have experienced.  If I can be of further assistance, he can contact me directly by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####, ext. [redacted].  I am available Monday through Friday between 8:30 a.m. and 4:30 p.m., Central Time.     Sincerely,   Marco M. 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]Thanks to Miss Shannon p for her patience and help to solve my problem, she was very friendly and thanks to Revdex.com for being the intermediary, I accept the resolution with pleasure, thank you

January 13, 2016       Revdex.com 8080 Ward Parkway, Suite 401 Kansas City, MO  64114   Re:  Revdex.com Case [redacted], Dr. [redacted]        Virgin Mobile USA Inquiry        Sprint Case [redacted]...

  To Whom It May Concern:   Sprint is in receipt of the above-referenced inquiry of Dr. [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, Dr. [redacted] explained that he purchased a device for his house sitter to use while he was away for vacation.  After his return from vacation the house sitter chose to continue using services on the device and assumed payments on the account for monthly services with Dr. [redacted]’s consent.  Dr. [redacted] further explained that despite numerous attempts to have his e-mail address removed from the account he continues to receive notifications from VMU relating to the account.  He requested that we cease any further communication from VMU to his e-mail.    During our conversation with Dr. [redacted], on January 13, 2017, at his request, we removed his e-mail address from our database so that he will no longer receive any correspondence from VMU relating to the account in question.  We also requested that he to contact our office should the issue reoccur, so that we can further investigate the matter.  Dr. [redacted] expressed his understanding and satisfaction with our resolution.   We regret any inconvenience this matter may have caused.  If we can be of further assistance with this issue, Dr. [redacted] can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext. [redacted].  I am available Monday through Friday between 8:30 a.m. and 4:30 p.m., Central Time.   Sincerely,   Marco M. Executive Services Analyst

March 25, 2016
Revdex.com
8080 Ward Parkway, Suite 401
Kansas City, MO 64114
Re: Revdex.com Case [redacted], Rebuttal
Virgin Mobile USA Inquiry
Sprint Case 2199187
To Whom It May Concern:
Thank you for forwarding the above-referenced follow up inquiry of Mr. [redacted] to the Sprint Executive & Regulatory Services department. We appreciate your assistance in bringing our customer’s Boost Mobile concerns to our attention once again. In his most recent inquiry, Mr. [redacted] indicated that after speaking with our office to resolve his concerns the information that he requested was not provided.
We spoke with Mr. [redacted] on March 24, 2016, regarding this matter and explained that during our previous interaction with him we advised him that due to our Customer Proprietary Network Information (CPNI) policies we cannot disclose the name on the account, nor the location that was used to purchase our service. 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. Additionally,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

[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:
Sprint and Virgin Mobile are highvtech liars and criminals.I am going to spread the word on the deceit and lies told in this case.Whoever this Veronica B person...a pathological liar.She didn't return my call.But she did continue to send me strange automated messages orcreplies by emails that dudn't address the real problem. You stole my money under the false pretense that I had 10gb and 4G service.I had neither on the phone.In order to have 4G on a phone their must be a Sim card kit with the phone and 4G civerage.None of these were explained to me nor were 4G available for my phone.Regards,Some people are detached from reality so let me help you out.Let's see 10GB of data = 30,000 webpages and 130,000 emails.I couldn't open webpages let alone links within emails.So this discredits your false claim of my using 10GB within 14 days.Fact you people are crazy lting thieves.What goes around comes around.LIARS DON't profit.
[redacted]

December 19, 2016   Revdex.com 8080 Ward Parkway, Suite 401 Kansas City, MO  64114   Re:  Revdex.com Case [redacted]        Virgin Mobile Custom 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 Custom (VMC) concerns to our attention.  In her inquiry, Ms. [redacted] indicated that upon purchasing a new device she was advised that she would not receive the voicemail feature unless she paid an additional $30 a month for a second line. Furthermore, she stated she could not afford to pay the additional $30 a month after making multiple payments, and contacted our Customer Care department to have it removed to decrease her monthly recurring charge.  She explained she was told at that time she was not required to pay the additional $30 for voicemail and a second line.  As such, Ms. [redacted] requested a refund for the additional payments she made towards her second account.   We spoke with Ms. [redacted] regarding this matter on November 30, 2016, and explained that per the VMC Terms and Conditions, service payments are not refundable.  We advised Ms. [redacted] that we would complete additional research into her concerns and scheduled a follow-up once we have additional information to provide.  We spoke with Ms. [redacted] on December 16, 2016, and we located her account, and confirmed her services were transferred from Virgin Mobile USA to Virgin Mobile Custom on December 4, 2015.  Further, we confirmed she was subscribed to a $65 price plan, and she was not paying for a second line; however, she was paying for a higher data threshold.  When she contacted our Customer Care department, they reduced her price plan to $40 per month, which resulted in a lower data threshold.  As a courtesy and as a long time customer, we came to an agreement to place a $120 credit on her account to cover three months of service charges.  Ms. [redacted] expressed her understanding and satisfaction with our resolution.   We regret any inconvenience this matter may have caused Ms. [redacted].  If she has any further questions or concerns regarding this matter she can contact me directly by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####, ext. [redacted].  I am available Monday through Friday from 10:30 a.m. to 6:30 p.m., Central Time.   Sincerely,   Chris H. Executive Services Analyst

August 10, 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.  According to the information provided, Ms. [redacted] expressed her concern with the level of customer service she received from Customer Care representatives during her attempt to unlock her device, stating she was told since her device has not been activated for at least 12 months it will not be unlocked. Ms. [redacted] stated she was a customer for 4 years, but she has switched to another carrier and requested we unlock her device.     We regret any issues Ms. [redacted] may have experienced while attempting to address her unlocking concerns.  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 Samsung Galaxy J7 device associated with number ending in [redacted] has not met the 12 month requirement and is not eligible for unlocking. During our conversation with Ms. [redacted] on August 9, 2017, we informed her of the above information and she ended the call. Although Ms. [redacted] may disagree with our response, we are confident that we have fully addressed her equipment unlocking concerns.        I apologize for any inconvenience that Ms. [redacted] may have experienced as a result of this issue.  If we may be of further assistance, Ms. [redacted] 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,   La Taushia L. Executive Services Analyst

April 10, 2017   Revdex.com 8080 Ward Parkway, Suite 401 Kansas City, MO 64114   Re:  Revdex.com Case [redacted], [redacted]        [redacted] USA Inquiry        Sprint Case [redacted]   To Whom It May Concern:...

  Sprint is in receipt of the above-referenced complaint of [redacted] regarding our [redacted] USA (VMU)product.  In the information provided, Mr. [redacted] expressed his concerns regarding the level of customer service he received from our Customer Care representatives when attempting to purchase a new device that is compatible to his grandfathered service plan.  Mr. ** indicated that he was informed that the Samsung Galaxy J3 Emerge device would be compatible with his current rate plan, but once he purchased the device and attempted to activate it to his account he was informed that a service plan change would be required to activate.    We regret any delay Mr. ** may have experienced while attempting to resolve his device related concerns.  Our records reflect that Mr. [redacted] is currently enrolled in our Grandfathered $25 Monthly Unlimited service plan.  This plan provides customer’s with 1000 voice minutes, unlimited text messages and 2.5 GB’s of high-speed data.  Our records further reflect that Mr. ** contacted our Customer Care department on March 24, 2017,to obtain information pertaining to what currently offered device he can purchase that would be compatible with his grandfathered service plan.   During our April 3, 2017, conversation with Mr. ** we apologized for any incorrect information that he received regarding his device related concerns.   We also informed him that due to his current enrollment in a Grandfathered service plan he must activate a feature device to use with this service.  As such, we offered to send Mr. ** an Alcatel OneTouch Spea**asy device as a one-time courtesy.   Regrettably, Mr. ** declined this offer and confirmed that he would [redacted] to **ep his current device active on his VMU account.  As a one-time courtesy we provided Mr. ** with a $25 account credit off his next month’s service charge.  He has confirmed his complete satisfaction with actions ta**n by our office to address his account related concerns.   On behalf of Sprint, I apologize for any inconvenience this matter  may have caused Mr. [redacted]. If he has any further 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 from 8 a.m. to 5 p.m., Central Time. Sincerely, Mondrell G. Executive Services Analyst

April 8, 2016
Revdex.com
8080 Ward Parkway, Suite 401
Kansas City, MO 64114
Re: Revdex.com Case 11189972, [redacted]
Virgin Mobile USA Inquiry
Sprint Case 2200360

To Whom It May Concern:
Sprint is in receipt of the above-referenced follow-up inquiry of Ms. [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 Ms. [redacted] contacting your offices again. In her inquiry, Ms. [redacted] indicated she has e-mailed documentation of the two charges in the same month. She further indicated the chargeback was made be her, and not VMU.
As previously explained in our response dated March 30, 2016, our records reflect that Ms. [redacted] registered her credit card ending with 2007 on July 15, 2013, for automatic payments. Our records further reflect that the credit card was removed from automatic payments on December 7, 2015, after the December payment was processed. Our records further reflect that the January 7, 2016, payment was remitted with Visa debit card. On January 16, 2016, a chargeback for the
December 7, 2015, payment with AMEX ending in 2007 was received and processed. Therefore, her service was suspended on that day awaiting payment for December 2015. In addition, this account was cancelled on March 17, 2016.
During our communications with her via e-mail on March 11, 18, 20, 21, 29, and 30, 2016, we provided the information detailed above. Ms. [redacted] agreed to provide proof of both charges; however, we received the AMEX statement showing only the credit for the chargeback and the bank statement showing her January payment to VMU, payment to AMEX, and a third charge not related to VMU or AMEX. Unfortunately, we are unable to verify a double charge for her January payment to VMU. As such, we respectfully denied her request for $232.50 refund.
Unfortunately, our follow-up attempts via e-mail on April 4, 7, and 8, 2016, requesting VMU account authentication to provide Mr. [redacted] with details of the payments remitted to her VMU account from November 2015 through January 2016, have been unsuccessful.
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 1-855-848-3280, ext. 1368. I am available Monday through Friday between 7:30 a.m. and 3:30 p.m., Central Time.
Sincerely,
Veronica B.
Executive Services Analyst