Integrated medical

March 21, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , Ms [redacted] Virgin Mobile USA Inquiry Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of Ms [redacted] regarding our [redacted] product In the information provided, Ms [redacted] stated that she recently ported-out her telephone number to a new wireless service provider and was informed that her [redacted] Apple iPhone would be unlocked to use with her new provider within 24-hours Ms [redacted] indicated that it has been hours and she has spent over hours of her time on calls with our technical support team; however her device concerns have not been resolved She requested that her device be unlocked immediatelyShe also requested that a refund be provided to reimburse her the unused portion of her final service payment made on February 11, 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) Additional information about unlocking may be found at www.virginmobileusa.com/unlock VMU Mobile will unlock a device 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 months with the account active during that time We regret any delay Ms [redacted] may have experienced while attempting to have her Apple iPhone unlocked Our records reflect that Ms [redacted] contacted our [redacted] Customer Care department on February 25, March 1, and 2, 2017, to request that her device be unlocked We confirmed during each interaction, she was advised that we were unable to unlock her device due to the device being listed as financially ineligible to be unlocked During our March 13, conversation with Ms [redacted] we provided the information outlined above In an effort to resolve her device related concerns we requested that Ms [redacted] provide a copy of her sales receipt for her Apple iPhone device On March 16, 2017, we received a copy of the requested proof of purchase and confirmed that her Apple iPhone associated with phone number ending in [redacted] is eligible for SIM unlocking Please note that the SIM Unlock code was transmitted to the device in question on March 16, During our March 20, 2017, e-mail conversation with Ms [redacted] she confirmed that her device has been successfully unlocked She also requested a refund for the unused portion of her $service payment made on February 11, We informed Ms [redacted] that we must respectfully decline her refund request As stated in our Terms & Conditions of service all payments remitted for service are non-refundable Due to Ms [redacted] no longer having an active VMU account we offered to provide a service credit equivalent to one month of service to a friend or family member that subscribes to VMU, [redacted] , or Sprint Regrettably, Ms [redacted] has declined this offer While we regret that Ms [redacted] disagrees with the information provided, we believe that we have addressed her device related concerns to the best of our ability On behalf of Sprint, I apologize for any inconvenience this matter may have caused Ms [redacted] If she has any additional questions, I can be reached by calling the Sprint Executive & Regulatory services department toll-free at ###-###-####, ext*** I am available Monday through Friday from a.mto p.m., Central Time Sincerely, Mondrell GExecutive Services Analyst

June 26, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File [redacted] , [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] regarding our Virgin Mobile USA (VMU) productAccording to the information provided, Ms [redacted] expressed her dissatisfaction with the level of customer service she received from our Customer Care representatives while attempting to address her device concerns, citing that she is currently having issues with her phone malfunctioning and has not been able to speak with our technical support to have her device replaced under the manufacturer’s warrantyAs such, she requested a replacement device and a credit to be applied to her account During our conversation with Ms [redacted] on June 16, 2017, she advised us that she sent the device to the manufacturer to address the manufacturer’s warrantyWe advised her that we appreciate her taking the time to provide us with the details of her experience with our Customer Care representatives We are continually striving to improve the quality of service provided to our customers We assured her that we value her feedback and that these concerns have been forwarded to the appropriate managerial staff for further reviewWe also informed Ms [redacted] if she finds that ZTE has not addressed her concerns to her satisfaction, we welcome her to contact our office for additional assistance As a satisfaction to the complaint brought forth, we applied a $account credit to off set one month’s service charges Ms [redacted] confirmed satisfaction with the resolution brought forth On behalf of Sprint, I regret any inconvenience Ms [redacted] may have experienced as result of these matters If she has any additional questions regarding these issues, she can contact me by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####, ext***I am available Monday through Friday from a.mto p.mCentral Time Sincerely, La Taushia LExecutive 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 spoken by phone to the Sprint rep who sent her phone number, and hope she will keep her word in her offer of help to resolve this matter 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 25, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case 11313570- Ms [redacted] Virgin Mobile USA Inquiry Sprint Case To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of Ms [redacted] [redacted] regarding our Virgin Mobile USA (VMU) productWe appreciate your assistance in bringing our customers’ concerns to our attentionIn her inquiry, Ms [redacted] expressed her concern with our device warranty guidelines, citing that she was informed that in order to have her device replaced under the one-year manufactures warranty, she is required to pay a $fee to VMUMs [redacted] also stated that she has spoken with our Customer Care representatives on several occasions regarding her device issue; however, our representatives refuse to repair the device even though she had the device less than two monthsAs a result, she requested that VMU repair or replace her device at no charge to her and she stated that she does not want to be without a device while her device is being repaired or replaced As outlined in our warranty guidelines, malfunctioning devices are replaced with the same device model within the one-year warranty period and a $upfront fee is required in order for the malfunctioning device to be replaced under the warrantyOur warranty guidelines also outlines that customers also have the option of sending the device to the manufacturer to be repaired Our records reflect that Ms [redacted] contacted our VMU Customer Care representatives via e-mail on April 1, 2016, stating that her device was malfunctioningAt that time, Ms [redacted] was provided with troubleshooting steps in order to address her device concernsMs [redacted] was also informed that if her device continued to malfunction she had the option of paying a $upfront fee in order to have her device replaced or she could send her device back to the manufacturerHowever, she would be responsible for the shipping fees to send the device back to the manufacturer Unfortunately, our multiple attempts to contact Ms [redacted] via phone were unsuccessfulHowever, we received e-mail correspondence from Ms [redacted] on April 14, 2016, requesting that we send her a replacement for her malfunctioning deviceAs a result, we agreed to send Ms [redacted] a replacement device and waive the $charge as a one-time courtesyWe are pleased to inform you that Ms [redacted] confirmed that she received the replacement device on April 22, As such, we believe this issue has been fully resolved On behalf of Sprint, I apologize for any inconvenience this matter may have caused Ms [redacted] If she has questions regarding this issue she may contact me by calling the Sprint Executive & Regulatory Services department toll-free at 1-855-848-3280, extI am available Monday through Friday between a.mand 4:p.m., Central Time Sincerely, Kendra Odom Executive Services Analyst

August 22, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] Virgin Mobile USA Inquiry Sprint Case [redacted] To Whom It May Concern: Thank you for forwarding the above-referenced inquiry 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 after purchasing a device and service from VMU he determined that service would not meet his needs in his home usage area He returned the device he purchased and requested a refund of $for the device and $he paid for services At the time of the filing he had not received his refund After researching this matter it was determined that on July 31, 2016, received a chargeback of $for the device costs from Mr***’s financial institution Because we were able to verify receipt of the returned device the chargeback will not be disputed by VMU As a result, we have honored the chargeback of $and VMU is no longer in possession of the funds associated with the purchase We spoke with Mr [redacted] on August 11, 2016, and explained that due to the chargeback, no refund is due for his device purchase At that time we agreed to review his request for a refund of his service charges and follow up with him During a folldiscussion with him on August 16, 2016, we explained that due to the amount of usage reflected on his account we are unable to issue a refund of $for the service charges he paid We regret any inconvenience this matter may have caused Mr*** 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*** I am available Monday through Friday from 8:a.mto 4:p.m., Central Time Sincerely, Donnetha CExecutive Services Analyst

October 10, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] Virgin Mobile USA Inquiry Sprint Case [redacted] To Whom It May Concern: Thank you for forwarding the above-referenced inquiry 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 when she attempted to activate services she was charged twice for monthly plan charges She requested a refund of the duplicate payment or a credit to her VMU account for the payment In an effort to assist Ms [redacted] with this concern we attempted to reach her at the telephone number and e-mail address included in her inquiry on September 16, 19, and 21, Unfortunately, our attempts to reach her were unsuccessful In addition, we sent a letter to her via the U.SPostal Service on September 21, 2016, and invited her to contact us to discuss her concerns should she still require assistance A review of her account determined that only one payment was posted As a result, we will need to speak with her to secure proof that the payment was made 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*** I am available Monday through Friday from 8:a.mto 4:p.m., Central Time Sincerely, Donnetha CExecutive Services Analyst

September 28, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] , Rebuttal 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 his most recent inquiry, Mr [redacted] indicated that Sprint has failed to honor his device unlock request As outlined in our previous response, VMU will unlock a device 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 months with the account active during that time After a review of our records, we have confirmed that the device associated with phone number ending in [redacted] is eligible for MSL unlocking; however, we are unable to provide any assistance with activating the device on another provider’s network During our last discussion with Mr [redacted] on September 1, 2016, he advised that he no longer wished to discuss this matter We attempted to follow up with him on September and 16, 2016, to provide the MSL for his device Unfortunately, we have received no response from Mr [redacted] After receiving his follinquiry we attempted to reach him on September 22, 23, and 27, In addition, we sent him a letter via the U.SPostal Service on September 27, 2016, inviting him to contact us He may contact our office at his convenience to obtain the MSL for his device 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*** I am available Monday through Friday from 7:a.mto 4:p.m., Central Time Sincerely, Tekiesha H Executive Services Analyst

April 4, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case 11196874, [redacted] Virgin Mobile USA Inquiry Sprint Case To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of Ms*** [redacted] regarding our Virgin Mobile USA (VMU) productWe appreciate your assistance in bringing our customers’ concerns to our attentionAccording to the information provided, Ms [redacted] stated that she went on an extended vacation to Canada, but when she returned her account had been canceledShe called VMU Customer Care and was given the cash balance back and a new numberHowever, she has not been able to use the serviceShe requested assistance with resolving this matter We regret any difficulty Ms [redacted] may have experienced while attempting to resolve her account concernsDuring our initial discussion with her on March 15, 2016, we advised that because basic troubleshooting did not resolve her inability to make calls, we would have to escalate her ticket to our technical support teamIn the interim we offered to send her a new device to activate on a new account in order to be able to have service because of her upcoming scheduled vacationMs [redacted] accepted the offer, and an order was placed on that dateMs [redacted] received the device on March 17, The new device, account, cash balance, and her original telephone number were set up on March 17, Ms [redacted] decided to keep services with the new account; however, she will contact our office directly when she returns in order to change the plan to the Cents Per Minute Service Plan, and transfer her cash balance to the new accountMs [redacted] considers this matter resolved On behalf of Sprint, I apologize for any inconvenience this issue may have caused Ms [redacted] If she has additional questions regarding this concern, she can contact me by calling the Sprint Executive & Regulatory Services department toll-free at [redacted] , ext ***I am available Monday through Friday from 8:a.mto 4: p.m., Central Time Sincerely, Shannon P Executive Services Analyst

March 23, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] Virgin Mobile USA Inquiry Sprint Case [redacted] To Whom It May Concern: Thank you for forwarding the above-referenced inquiry of Mr [redacted] to the Sprint Executive & Regulatory Services departmentWe appreciate your assistance in bringing our customer’s Virgin Mobile USA (VMU) concerns to our attentionIn 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 individualHe 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 accountHe also requested assistance with securing a refund of $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 chargeWe 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 demandWe 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***I am available Monday through Friday from a.mto 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] n [redacted] Yes I cant get the pin number for the phoneWe did receive the one payment as told but the second payment we were told we would receive was NOT in fullTill that time its paid in full I will not retract this complaint

April 12, Revdex.com Ward Parkway, Suite Kansas City, MO 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] [redacted] regarding our Virgin Mobile USA (VMU) productWe appreciate your assistance in bringing our customers’ concerns to our attentionIn the information provided, Ms [redacted] stated that she remitted her monthly payment on February 4, 2016, citing that her payment was duplicatedShe disputed the charge with her credit card and the duplicate charge of $was refundedShe remitted her monthly service payment on March 4, 2016, and VMU interrupted her phone for non-payment without any warning on March 12, She was advised by VMU that she had to remit another payment for $and she would be refunded in to business daysTherefore, on March 13, 2016, she remitted a service payment of $with the guarantee that she would be refunded to business days laterIt has been days and she has yet to receive a refundShe requested a refund of $to be refunded back to her immediatelyOn behalf of Sprint, I apologize for any inconvenience Ms [redacted] may have experienced as a result of this issue Our records reflect that Sprint received a chargeback on March 12, 2016, from Ms***’s financial institution for a payment that she processed on February 3, 2016, in the amount of $As a result, her account was interruptedOn March 13, 2016, Ms [redacted] remitted a service payment of $with our Customer Care department in order to resolve the chargeback, thus restoring her account During our April 11, 2016, conversation with Ms [redacted] we explained the information outlined aboveBased on the information detailed above, we are unable to identify any error on the part of VMU in this matterAlthough we regret any delay in providing her refund back to her credit card, as a goodwill gesture we applied one-time credit of $in addition to restoring her duplicate payment as a credit to her account instead of refunding the duplicate payment back to her credit cardWe are pleased to inform that we have fully addressed and resolved Ms [redacted] refund concerns If you or Ms [redacted] has any questions regarding these concerns, she can contact me directly by calling Sprint Executive & Regulatory Services department toll-free at ###-###-####I am available Monday through Friday from 9:a.mto 5:p.m., Central Time Sincerely, Donnetha C Executive Service Analyst

January 13, Revdex.com Ward Parkway, Suite Kansas City, MO 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***’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***, 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*** I am available Monday through Friday between 8:a.mand 4:p.m., Central Time Sincerely, Marco MExecutive Services Analyst

December 22, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] Y [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 contacted our Customer Care department and requested to port her phone number to VMU; however, she indicated that our Customer Care agents were unable to complete the port successfully Furthermore, she indicated we were able to transfer her number to VMU, but the services were not working correctly As such, she requested for her number to be transferred back to her original service provider We spoke with Ms [redacted] regarding this matter on November 29, 2016, and explained that per our Terms and Conditions, any payments reflected on an account are not refundable Ms [redacted] requested a refund for the amount of $she had paid to activate her VMU services, and to port her number back to her original service provider We spoke with Ms [redacted] on December 2, 2016, and advised that all payments are non-refundable; however, we would put in a request to provide the refund, and we advised Ms [redacted] that we cannot make any guarantees that the refund would be provided Our records reflect that Ms [redacted] used voice minutes and text messages between November and 23, As such, we are unable to provide a refund for her service payment In an effort to resolve this matter we offered to apply a credit equivalent to two months of service charges should she return to VMU Although she declined our offer we feel we have addressed this matter in full We regret any inconvenience this matter may have caused Ms*** 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*** I am available Monday through Friday from a.mto p.m., Central Time Sincerely, Chris HExecutive Services Analyst

May 26, Revdex.com Ward Parkway, Suite Kansas City, MO 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] expressed her concern with VMU’s failure to send her a courtesy text message reminding her that the payment for her monthly service charge was due, citing that she noticed that her service was disconnected when she attempted to make a call Ms [redacted] further stated our VMU Customer Care representatives denied her refund request for the payment that she made to restore her service even though she has not been able to use her service because her screen cracked the day after she made the payment As a result, Ms [redacted] requested a refund of the most recent payment that she made 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 the referenced service 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 to discuss this matter in detail on May and 12, 2016; however, we were unable to reach her In addition, we also sent her a letter via the U.SPostal Service on May 20, 2016, asking her to contact us directly In order to address Ms [redacted] ’s concerns, we will need to speak with her in order to obtain additional information We welcome Ms [redacted] to contact us at her earliest opportunity if further assistance is needed 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*** I am available Monday through Friday between a.mand 4: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 disagree with some of the statements made in the Assurance Wireless responseHowever, the problem was corrected 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] ***

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Assumed Answered] Complaint: [redacted] I am rejecting this response because: Once more Virgin Mobile shuns their responsibilities in dealing with the truth of the matter Once more they simply cover up what the exact problem is by using their scripted responses that are designed to not address the true nature of the situation Once more they fail to correct the problem, they know they have, and have inflicted upon their customers.Of course I reject their endless stalling, their endless loop of nothing, designed to fix nothing and help no one.They know they took money from me without giving me the adequate service that money paid for They know why it happened If they can't understand the written english word, what is speaking about it over the phone going to do to fix the problem? I detailed everything on paper, but they want to 'talk about it' off line and off the record.***! This is just another tactic they are pulling so they don't have to be accountable for lousy service REJECTED! Regards, [redacted]

---------- Forwarded message ----------From: [redacted] < [redacted] >Date: Fri, May 19, at 8:PMSubject: Re: You have a new message from the Revdex.com of Greater Kansas City in regards to your complaint # [redacted] .To: Revdex.com < [redacted] >Hi, my name is [redacted] and just like to tell you Virgin Mobile contact me already and we are solved the problem already so you can close this case and thank you so much for your help

October 7, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] Virgin Mobile USA Inquiry Sprint Case [redacted] To Whom It May Concern: Thank you for forwarding the above-referenced inquiry 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 was experiencing issues with her device taking a charge She requested that she be provided with a replacement device at no cost We spoke with Ms [redacted] regarding this matter on October 7, 2016, and she verified that since her filing she has received a replacement device that is meeting her expectations As a result, she requires no further assistance with this matter We regret any inconvenience this matter may have caused Ms [redacted] If she has any further questions or concerns regarding this matter she can contact me directly by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####, ext*** I am available Monday through Friday from 7:a.mto 3:p.m., Central Time Sincerely, Tekiesha HExecutive Services Analyst

March 28, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] Ms [redacted] Virgin Mobile USA Inquiry Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of Ms [redacted] regarding our Virgin Mobile USA (VMU) product In the information provided, Ms [redacted] stated that she recently purchased an Apple iPhone device but the phone was unresponsive and she was unable to activate the device Ms [redacted] indicated that she contacted our VMU Customer Care department in order to obtain assistance with ordering a replacement device She stated that she was informed that a replacement device would be sent to her within a few daysHowever, that information was not correct We appreciate Ms [redacted] for taking the time to provide us with the details of her experience with our Customer Care representatives We are continually striving to improve the quality of service provided to our customers Please be assured that we value customer feedback and that these concerns have been forwarded to the appropriate managerial staff for further review Our records reflect that Ms [redacted] contacted our Customer Care department on February 27, and 28, 2017, to obtain assistance with trouble-shooting her new device; however, we were unable to successfully activate her device During our March 8, 2017, conversation with Ms [redacted] we informed her that in order to obtain a replacement device she would be required to return her defective device to our warehouse for a refund and then place an order for the device of her choice once the refund is received During our subsequent conversation with Ms [redacted] on March 15, 2017, we agreed to provide her with a free Apple iPhone 5s device and as a goodwill gesture we applied a one-time service credit to her account in the amount of $ At the current time we have confirmed that Ms [redacted] ’ defective device has been received in our warehouse Once the device is processed back in to our inventory an immediate refund will be processed back to her credit card We agreed to remain in contact with Ms [redacted] during this process In the interim, if you have questions regarding this matter, or if Ms [redacted] would like to provide additional information for further consideration, please contact me by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####, ext*** I am available Monday through Friday between a.mand p.m., Central Time Sincerely, Mondrell GExecutive Services Analyst

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Assumed Answered] Complaint: [redacted] I am rejecting this response because: We only use this device once a year when we are traveling and only using dollars worth of a service should not make it so I can not get a refundThe representative told me I should contact Visa and put a dispute on the chargesI called my bank and that would cost me dollars to doI do not understand why they are willing to put a credit for the entire amount but will not refund the money that we paid for an item that did not work Their own employees troubleshot for several hours on this device and had no idea why it was not workingI still feel that the small amount that was used should in no way impact our refund Regards, [redacted]