Integrated medical

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

May 25, 2016     Revdex.com 8080 Ward Parkway, Suite 401 Kansas City, MO  64114   Re:  Revdex.com File [redacted], [redacted]        Boost Mobile Inquiry        Sprint Case [redacted]     ...

            To Whom It May Concern:   Sprint is in receipt of the above-referenced inquiry of Mr. [redacted] regarding our Boost Mobile product. In his complaint, Mr. [redacted] indicated that is no longer receiving service on his phone.  As such, he requested for his service to be reinstated and to be provided a month of services free of charge.   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 Mr. [redacted] 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.   We identified a network event in Mr. [redacted]’s service area that could have negatively impacted his ability to use his services beginning April 23, 2016.  That matter has since been resolved; however, Mr. [redacted]’s account does not reflect usage since May 1, 2016.  We attempted to contact Mr. [redacted] on May 4, 5 and 11, 2016, at phone ending with [redacted] and via e-mail to discuss this matter in detail; however, we have been unable to reach him.  In addition, we also sent him a letter via the U.S. Postal Service asking him to contact us directly.  We invite Mr. [redacted] to contact our office if his concerns remain unresolved.    On behalf of Sprint, I regret any inconvenience Mr. [redacted] may have experienced as result of this matter.  If he has any additional questions regarding this issue, he 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 19, 2017     Revdex.com 8080 Ward Parkway, Suite 401 Kansas City, MO  64114   Re:  Revdex.com Case [redacted]        Boost Mobile Inquiry        Sprint Case [redacted]   To Whom...

It May Concern:   Sprint is in receipt of the above-referenced inquiry of Mr. [redacted] regarding our Virgin Mobile USA (VMU) product.  We appreciate your assistance in bringing our customers’ concerns to our attention.  In Mr. [redacted]’ complaint, he stated that he attempted to activate a new device that he purchased via the VMU website; however, he was unable to complete the activation because he was unable to enter a payment in order to have a phone number assigned.  As such, he stated that he expects a refund for the device.   We regret any misunderstanding that may have occurred regarding Mr. [redacted]’ device purchase concerns.  In order to ensure proper resolution, we must speak with him directly.  We attempted to contact Mr. [redacted] at phone numbers ending with [redacted] and [redacted] to discuss this matter in detail on January 3, 2017; however, we were unable to reach him.  We also sent e-mails to him on January 4 and 5, 2017.  In addition, we sent Mr. [redacted] a letter via the U.S. Postal Service on January 9, 2017, asking him to contact us directly.  In order to address his concerns we will need to speak with him directly in order to obtain additional information such as the Electronic Serial Number (ESN) or order number for the device that he purchased.  We welcome him to contact us at his earliest opportunity if further assistance is needed.    On behalf of Sprint, I apologize for any inconvenience this matter may have caused Mr. [redacted].  If he has questions regarding this issue he may contact me by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####, 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

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

To Whom It May Concern:   Sprint is in receipt of the 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] indicated that during her conversation with a VMU Customer Care representative on March 8, 2017, she was informed that a full refund of her account balance was going to be processed after she cancelled her account; however, she only received a refund of $21.48.  Ms. [redacted] requested that the remaining $32.04 be refunded as well.   Our records reflect that Ms. [redacted]’s account was activated on February 15, 2005, and was subscribed to our 18 Cents/Min2Min service plan, which required a $20 payment every 90 days or $10 every 45 days to retain active services.  VMU Terms and Conditions outlines that service payments remitted to VMU are final and non-refundable, and any unused paid funds remaining on an account at the time service is cancelled will be forfeited.  Our records further reflect that on March 10, 2017, VMU received a request to have telephone number ending with [redacted] ported out to a new carrier. As such, the request was processed and the account was cancelled. A refund request was submitted on March 10, 2017, and a refund of $20 plus any applicable taxes was processed to the credit card on file.  As a courtesy, a refund request was processed on April 10, 2017, for the $20 payment remitted on December 2, 2016.  We are happy to inform you that the refund was completed on April 11, 2017.   During our conversation with Ms. [redacted] on April 11, 2017, we attempted to explain the information detailed above.  Unfortunately, Ms. [redacted] refused to speak with us regarding this matter.      We regret any inconvenience this matter may have caused Ms. [redacted].  If we can be of further assistance with this issue, either can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext. [redacted].  I am available Monday through Friday between 7:30 a.m. and 3:30 p.m., Central Time.   Sincerely,   Veronica B. Executive Service Analyst

January 11, 2017       Revdex.com 8080 Ward Parkway, Suite 401 Kansas City, MO  64114   Re:  Revdex.com File [redacted]           Virgin Mobile Inquiry        Sprint Case [redacted]...

                      To Whom It May Concern:   Sprint is in receipt of the above-referenced inquiry of Mr. [redacted] regarding our Virgin Mobile USA (VMU) product. In his complaint, Mr. [redacted] requested we unlock his VMU iPhones due to limited coverage in his neighborhood.   We regret any issues Mr. [redacted] may have experienced while attempting to address his unlock request.  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   During our conversation with Mr. [redacted] on January 5, 2017, we confirmed that his iPhones purchased on December 20, 2016, are not eligible for SIM unlocking because they have not met the 12 month requirement.  In addition, he advised us he no longer owns the equipment and is no longer using our service.   On behalf of Sprint, I apologize for any inconvenience Mr. [redacted] experienced regarding this matter and regret we lost him as a customer.  If he has any additional questions regarding these issues, 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,     La Taushia L. Executive Services Analyst

June 22, 2017     Revdex.com 8080 Ward Parkway, Suite 401 Kansas City, MO 64114   Re:  Revdex.com Case [redacted] R. [redacted]        Virgin Mobile USA Inquiry        Sprint Case [redacted]   To Whom It May...

Concern:   Sprint is in receipt of the above-referenced complaint of Mr. [redacted] R. [redacted] regarding our Virgin Mobile USA (VMU) product.  In the information provided, Mr. [redacted] stated on April 14, 2017, he purchased an iPhone 6 32GB for the sale price of $200.  However, he never received the device and requested to have the device shipped to him as he is not willing to pay an additional $250 to place a new order as the phone is now $450.   Our records reflect that Mr. [redacted] placed an order on April 14, 2017, in the amount of $211.99.  Our records further reflect that such order was inadvertently not processed; as such, a refund would have to be sent back to Mr. [redacted]’s method of payment.    During our initial conversation with Mr. [redacted] on June 8, 2017, we provided the information detailed above.  As such, Mr. [redacted] agreed to continue to work with our office until this matter is fully resolved.  We are happy to inform that during our subsequent conversation with Mr. [redacted] on June 9, 2017, we were able to provide a web code that would allow him to purchase the device in the amount of $199 plus any applicable taxes.  Additionally, we requested refund in the amount of $211.9 for the initial order.  During our final voice mail communication with Mr. [redacted] on June 13, 2017, he confirmed he has received his refund and he was able to place a new order for the iPhone 6 32GB in the amount of $199.  Mr. [redacted] has confirmed satisfaction with our resolution.   We apologize for any inconvenience this matter may have caused Mr. [redacted].  If he has further concerns regarding this matter he can contact me by calling the Sprint Executive & Services department toll-free at ###-###-####, ext. [redacted].  I am available Monday through Friday from 7 a.m. to 4 p.m., Central Time. Sincerely, Veronica B. Executive Services Analyst

March 16, 2017   Revdex.com 8080 Ward Parkway, Suite 401 Kansas City, MO  64114   Re:  Revdex.com File [redacted]       [redacted] Inquiry        Sprint Case...

[redacted]                     To Whom It May Concern:   Sprint is in receipt of the above-referenced inquiry of Ms. [redacted] regarding our [redacted] product. We appreciate your assistance in bringing our customers’ concerns to our attention.   In the information provided, Ms. [redacted] described her unfavorable customer service experience during her recent attempts to obtain a refund for the Top-Up card she purchased, stating there is no [redacted] service in Rake, IA. She requested that we refund the $30 for services she paid for but could not use.   We regret any frustration Ms. [redacted] experienced as a result of this coverage concern.  We have determined that Ms. [redacted]’s physical address does lie in an area that may not have adequate coverage. On March 1, 2017, during our initial conversation with [redacted], Ms. [redacted]’s sister, we informed her that, after she sends us proof of purchase, we will forward her receipt to our finance teams for review.  We are pleased to inform you that due to no usage of services, a refund check in the amount of $30 was issued. During our March 7, 2017, follow-up conversation with Ms. [redacted], she was pleased with the resolution provided and informed us she will contact us back to confirm the check has been received.    On behalf of Sprint, I apologize for any inconvenience Ms. [redacted] may have experienced as result of these matters.  If she has any additional questions regarding these issues, 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,   La Taushia L. 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

[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.] I am wiling to have my balance that I paid transferred to my friend's [redacted] acct
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]

Tell us why here... May 26, 2017  Revdex.com8080 Ward Parkway, Suite 401Kansas 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 complaint of Ms. [redacted] regarding our Assurance Wireless product.  We appreciate your assistance in bringing our customers’ concerns to our attention.  According to the information provided, [redacted] stated that she requested to upgrade her Assurance Wireless device; therefore, she paid the upgrade fee in the amount of $25and the device was sent. However, when she received her device, the customer service representatives could not get the device activated; therefore, another device was ordered. The second device could not be activated either and she requested a refund, but has not received it as of yet.   During our initial discussion with Ms. [redacted] on May 18, 2017, we advised her that we would have to investigate her refund request further with our finance team. On May 22, 2017, we confirmed that Ms. [redacted]’s refund in the amount of $26.84 was processed back to her credit card ending in [redacted] and that she should receive in 3 to 5 business days. During a supplemental call to Ms. [redacted] on May 26, 2017, she confirmed that she received her refund and that she had no further concerns regarding this matter.  On behalf of Sprint, I apologize for any inconvenience this issue may have caused Ms. [redacted] if she has questions regarding this concern, Ms. [redacted] 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

February 19, 2016
Revdex.com
8080 Ward Parkway, Suite 401
Kansas City, MO 64114
Re: Revdex.com Case [redacted], [redacted]
Virgin Mobile USA Inquiry
Sprint Case [redacted]

To Whom It May Concern:
Sprint is in receipt of the above-referenced inquiry of Ms....

[redacted] regarding our
Virgin Mobile USA (VMU) product. We appreciate your assistance in bringing our customers’ concerns to our attention. In her inquiry, Ms. [redacted] indicated her and her son were affected by network issues in their service area; therefore, they decided to cancel after several days of not being able to use their service. Ms. [redacted] is requesting credit of $62 for payment remitted to her account.
We regret any inconvenience Ms. [redacted] has experienced with her service and the circumstances that led to her decision to cancel her services. Our records reflect that
Ms. [redacted] activated services with VMU on May 27, 2014, and cancelled on January 31, 2016. Our records further reflect that Ms. [redacted] remitted payment of $62 on January 28, 2016, and we confirmed that there was no usage. Our records further reflect that Ms. [redacted] first contacted Boost Mobile Customer Care regarding her service issues on January 15, 2016, and proper troubleshooting was performed. Ms. [redacted] was informed of the outages in her area and a credit of $22 was applied to her account on January 28, 2016. However, Ms. [redacted] requested to cancel her account and requested a refund of service payment. Ms. [redacted] was informed that per VMU Terms and Conditions, payments remitted to VMU for service cannot be refunded or transferred; therefore, her refund request was denied.
During our initial conversation with Ms. [redacted], on February 8, 2016, we explained the information detailed above. Because we identified no usage after the payments were remitted, we allowed an exception and requested refund of the $62. During our subsequent conversation with Ms. [redacted] on February 19, 2016, we informed her that the refund was processed; however, we were only able to provide partial refund of $55 due to the remainder $7 being paid to eSecuritel for insurance. Ms. [redacted] confirmed the refund was received and she will contact eSecuritel to further discuss the $7 refund.
We regret any inconvenience these matters may have caused Ms. [redacted]. If we can be of further assistance with these issues, Ms. [redacted] can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext. [redacted]. I am available Monday through Friday between 7:30 a.m. and 3:30 p.m., Central Time.
Sincerely,
Veronica B
Executive 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:The Virgin Mobile's s review of my claim was unprofessional - there were ongoing illegal charges to my account during Feb- July 2016 and now go ahead and file a claim on Virgin Mobile with the US juridical system.  
Regards,
[redacted]

My phone has been messed up for months I took it in and was told it was the service I called company several times an was hung up on yelled at an giving a sprint number when asked who do I complain to I was told one thing an then another virgin mobile always has an issue when the problem is on...

them

June 6, 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 complaint of Mr. [redacted] regarding our Virgin Mobile USA (VMU) product.  In the information provided, Mr. [redacted] expressed his concerns related to the Samsung Galaxy J7 Perx device he received as a warranty replacement for his defective Samsung Galaxy J7 device.  Mr. [redacted] indicated that he did not feel the replacement device he was provided was a comparable replacement to his initial device. He requested that VMU swap the Samsung Galaxy J7 Perx device out for an LG Stylo 3 device.    We regret any delay Mr. [redacted] may have experienced while attempting to obtain a suitable warranty replacement for his Samsung Galaxy J7 device.  During our May 25, 2017, conversation with Mr. [redacted] we informed him that we regret that he is dissatisfied with his Samsung Galaxy J7 Perx device he received as a replacement on May 17, 2017.  Unfortunately, the model device he initially replaced was not available, and as a result a comparable model replacement was sent in accordance with our policy.  In an effort to resolve this matter we agreed to replace the Samsung Galaxy J7 Perx device with an LG Stylo 3 per his request.  During our subsequent conversation with Mr. [redacted] on May 31, 2017, he confirmed that he has received his new device and that all of his concerns have been resolved to his satisfaction.  On behalf of Sprint, I apologize for any inconvenience these matters may have caused Mr. [redacted].  If he has further concerns regarding these matters 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

December 27, 2016   Revdex.com 8080 Ward Parkway, Suite 401 Kansas City, MO  64114   Re:  Revdex.com Case [redacted] - Rebuttal, [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 she was advised that she was eligible for an upgrade to an Android device; however, when she contacted Assurance Wireless Customer Care she was told that an upgrade is not available at this time and there is no exact date when it will become available. Ms. [redacted] also stated that Android devices are advertised on the Assurance Wireless website.  She requested to have an android device shipped to her without any further delay.   In a previous discussion with Ms. [redacted] on December 6, 2016, she provided feedback regarding her dissatisfaction with currently offered equipment for the Assurance Wireless product.  We advised Ms. [redacted] that at this time Assurance Wireless is offering Android devices to new customers only, and that we do not have an estimated date for upgrading existing customers.   Our records reflect that Ms. [redacted]’s account was cancelled at her request on December 5, 2016, due to her choosing a new Lifeline service provider.  During our discussion with Ms. [redacted] on December 23, 2016, she confirmed that this matter has been addressed and that she no longer requires any further assistance from our office.    On behalf of Sprint, I apologize for any inconvenience Ms. [redacted] may have experienced as a result of this matter.  If we may be of further assistance with 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 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]

September 8, 2016   Revdex.com [redacted]   Re:  Revdex.com Case [redacted] Virgin Mobile USA Inquiry         Sprint Case [redacted]   To Whom It May Concern:   Sprint is in...

receipt of the above-referenced inquiry of Mr. [redacted] regarding our Virgin Mobile USA (VMU) product.  We appreciate your assistance in bringing our customers’ concerns to our attention. In his inquiry Mr. [redacted] stated that a credit of $21 was used for his June payment without his authorization; citing that it was given to him by Sprint to purchase device insurance. He further stated that a representative advised him that it was the system. He also stated that he was advised by almost every representative that his request will be sent to corporate regarding the $21 credit. Mr. [redacted] requested that Sprint determine who authorized his $21 credit to be used towards his June bill as well as refund the $21. He also asked that his billing date be changed to the middle of the month.   Our records reflect that on May 2, 2016, Mr. [redacted] remitted a payment of $45 which is the full amount of his monthly recurring charge (MRC).  However, because we were unable to successfully charge his credit card that was set up on auto pay for his June 2, 2016, invoice; his services were suspended at that time.   Further, our records indicate that Mr. [redacted] remitted a payment via our Virgin Mobile online services in the amount of $24; therefore, he elected to use his existing account credit of $21 to total his $45 payment needed to restore his services.  Because he remitted the payment and services were restored on June 6, 2016; this caused him to have a new billing cycle due date of the 6th of each month.   We regret any inconvenience that may have occurred while Mr. [redacted] attempted to address his VMU account concerns.  During our August 24, 2016, conversation with Mr. [redacted], we advised him of the information outlined above.  We further confirmed that he was previously provided a credit of $21 on April 12, 2016, to offset three months of service for the device insurance option, and when he activates a new device, he will have to request to add the insurance at that time.   We further advised Mr. [redacted] that because he did not remit a full payment of $45 which is his monthly recurring charge; therefore, he opted to use the existing account credit to assist with the payment. Therefore, we find no fault on behalf of Virgin Mobile and respectfully declined his request to add a credit of $21 to his account.   An offer to assist Mr. [redacted] to change his bill cycle date to the middle of the month was made; however, he declined the offer at that time.    On behalf of Sprint, I apologize for any inconvenience Mr. [redacted] may have experienced as a result of these matters.  If we may be of further assistance with these issues, you can contact me by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####, ext. ####.  I am available Monday through Friday between 7:30 a.m. and 3:30 p.m., Central Time.   Sincerely,   Shannon P. Executive Services Analyst

October 4, 2017   Revdex.com 8080 Ward Parkway, Suite 401 Kansas City, MO  64114   Re:   Revdex.com File [redacted] E. [redacted]         Virgin Mobile USA (VMU) Inquiry         Sprint Case...

[redacted]   To Whom It May Concern:   Sprint is in receipt of the above-referenced inquiry of Ms. [redacted] E. [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 regarding her recent experience with our Customer Care department when attempting to address concerns with her daughter’s service.  She purchased another phone and updated the service plan because she was advised by VMU that the new device was not compatible with the service plan; however, the issue remained unresolved. She requested a refund for any service payments she has made since August 6, 2017.  In addition, she requested that VMU also display customers’ account numbers on the VMU website for easier access.    Our records reflect that Ms. [redacted]’s VMU phone number ending with [redacted] was ported out on September 16, 2017, and as a result, the account was cancelled.  Therefore, we are no longer able to further investigate the reported service concern.  Our records also support that due to no usage of services, a refund request in the amount of $105 was submitted on September 21, 2017, for review.  On September 25, 2017, our Finance team processed a refund in the amount of $105 to Ms. [redacted]’s credit card on file with us.    During our last e-mail conversation with Ms. [redacted] on September 29, 2017, she confirmed receipt of her refund.  As such, she no longer requires any further assistance.  We are pleased to inform you this matter has been fully resolved.   We regret any inconvenience this matter mat have caused Ms. [redacted].  If she has any questions regarding this matter, she can contact me directly by calling 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,   Marco M 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]
I don't pay 40$ a month for just phone calls, the text don't send or receive half the time unless you restart the phone, the internet is terrible unless on Wi-Fi, the woman from sprint is a rude [redacted]
Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted]

January 25, 2017     Revdex.com 8080 Ward Parkway, Suite 401 Kansas City, MO  64114   Re:  Revdex.com Case [redacted], Mr. [redacted]        Virgin Mobile USA Inquiry        Sprint Case [redacted]   To...

Whom It May Concern:   Sprint is in receipt of the above-referenced complaint of Mr. [redacted] regarding our Virgin Mobile USA (VMU) product.  In the information provided, Mr. [redacted] stated that he recently purchased an LG Volt 2 device from Amazon, but he is unable to use the device as it is currently locked to VMU.  Mr. [redacted] cited that he is currently outside of the United States and would like the device unlocked so that he can use it.    We regret any delay Mr. [redacted] may have experienced while he attempted to resolve his device related concerns. We attempted to contact Mr. [redacted] via e-mail to discuss this matter in detail on January 9, 11, and 17; however, we have been unable to reach him.  In addition, we also sent him a letter via the U.S. Postal Service asking him to contact us directly.  Unfortunately, he has not contacted our office.  In order to address Mr. [redacted]’s device concerns, we will need to speak with him in order to obtain additional information, such as the serial number for the device in question.  We welcome him to contact us at his earliest opportunity if further assistance is needed.   If we may be of further assistance with this issue Mr. [redacted] can contact me by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####, ext. [redacted].  I am available Monday through Friday 8:00 a.m. to 5:00 p.m., Central Time.   Sincerely,   Mondrell G. Executive Services Analyst