Integrated medical

April 19, 2016
Revdex.com
8080 Ward Parkway, Suite 401
Kansas City, MO 64114
Re: Revdex.com Case 11291309, [redacted]
Virgin Mobile USA Inquiry
Sprint Case 2199462
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 the information provided by your agency, Mr. [redacted] indicated that he has experienced multiple outages and interruptions of services. He also indicated that he has been unable to reach a representative with our Customer Care department to get assistance with the issues. He requested that someone contact him to resolve his concerns.

After completing a review of Mr. [redacted]’s VMU account we were unable to identify any network issues that would impact his quality of service. We attempted to contact him via phone and e-mail on March 30, April 1 and 4, 2016, to clarify any specific ongoing issues with his services and address any additional concerns he may have with his account. In addition, we sent him a letter via the U.S. Postal Service on April 8, 2016, inviting him to call us to discuss his concerns; unfortunately, he has not responded.
We look forward to speaking with Mr. [redacted] and encourage him to contact us regarding any concerns he may continue to have with his account. Mr. [redacted] should be advised that in order to discuss the details of his account, he must be able to authenticate his account. As a result, we want to advise him to have his PIN and security information available when he contacts us. He 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,
[redacted].
Executive Services Analyst

September 26, 2016     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. In her complaint, Ms. [redacted] indicated upon receiving an order for an iPhone SE, she noticed the device was defective and attempted to return the device for a refund.  She requested that a refund be provided as she has switched service providers.   Sprint is committed to protecting the privacy of our customers.  In accordance with that commitment, we take measures to verify that callers are authorized to discuss and/or make changes to an account.  Specifically, we require that each account has a PIN and that the PIN is verified by the account holder or an individual authorized to have access to the account before we can discuss sensitive account information or make any changes to the account.  We have not had the opportunity to obtain permission from Ms. [redacted] to discuss this matter with her or authenticate her ability to access account information with regard to this inquiry.  As a result, we cannot provide private information, or make any changes to the account.   We attempted to contact Ms. [redacted] on September 2, 6 and 8, 2016, via phone and e-mail to discuss this matter in detail.  In addition, we also sent her a letter via the U.S. Postal Service asking her to contact us directly on September 9, 2016.  Unfortunately, we have not had an opportunity to discuss this matter with Ms. [redacted].   On behalf of Sprint, I regret any inconvenience Ms. [redacted] may have experienced as result of this matter.  If her issue has yet to be resolved, she can contact me by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####, ext. [redacted]. I am available Monday through Friday from 10:30 a.m. to 6:30 p.m. Central Time.    Sincerely,   Christopher H. Executive Services Analyst

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

Concern:   Thank you for forwarding the above-referenced inquiry to the Sprint Executive & Regulatory Services department.  We appreciate your assistance in bringing our customers’ Virgin Mobile USA (VMU) concerns to our attention.  In his inquiry, Mr. [redacted] indicated that unexplained charges have reduced the paid balance on his VMU account.  He further indicated that he has been unable to secure an itemized listing of the transactions on his account to verify the charges.   In an effort to assist Mr. [redacted] with this concern we attempted to reach him at the telephone number and e-mail address included in his inquiry on October 6, 18, and 19, 2016.  Unfortunately, our attempts to reach him were unsuccessful.  In addition, we sent a letter to him via the U.S. Postal Service on October 20, 2016, and invited him to contact us to discuss his concerns should he still require assistance.  In order to address his concern we will need to speak with Mr. [redacted] to gain a clearer understanding of the charges in dispute.   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 7:30 a.m. to 3:30 p.m., Central Time.   Sincerely,   Tekiesha H. Executive Services Analyst

August 17, 2017   Revdex.com   8080 Ward Parkway, Suite 401 Kansas City, MO  64114   Re:  Revdex.com Case [redacted], [redacted], Rebuttal        Virgin Mobile USA Inquiry        Sprint Case [redacted]   To Whom It May Concern:   Sprint is in receipt of the above-referenced follow-up inquiry of Mr. [redacted] regarding our Virgin Mobile USA (VMU) product.  We appreciate your assistance in bringing our customer’s concerns to our attention and regret the circumstances that led him to contact your office once more.  In his inquiry, Mr. [redacted] stated that if VMU would have assisted in returning his device for a refund the first day he contacted us the device would have been returned within the seven day return window. He would like to receive a full refund of $85.59 for the returned product and not be responsible for any restocking fees.   Based on the information provided in Mr. [redacted]’ follow-up inquiry, and in an effort to re-evaluate our position, we have thoroughly reviewed this matter.  As previously explained in our response dated July 28, 2017, per the VMU Terms and Conditions phones purchased directly from the VMU website may be returned for a full refund within 7 days of purchase, and must include the original receipt, packaging materials and all components.  We advised Mr. [redacted] that since he purchased the device on June 22, 2017, and remitted his concern on June 30, 2017, we would submit a request for a return label to be sent, which we confirmed was delivered on July 18, 2017.    We verified that Mr. [redacted] returned the device, and it was received on July 28, 2017.  As such, an $85.59 refund was processed back to the original form of payment on August 3, 2017. Unfortunately, our attempts to contact Mr. [redacted] on August 4 and 17, 2017, at the telephone number and e-mail address provided in his inquiry were unsuccessful.  Although we have been unable to speak with Mr. [redacted] we believe this matter has been fully resolved.   We regret any inconvenience this matter may have caused Mr. [redacted].  If we can be of further assistance with this issue, he can contact me by calling our Executive & Regulatory Services department toll-free at 1-[redacted], ext. [redacted].  I am available Monday through Friday between 7:30 a.m. and 3:30 p.m., Central Time.   Sincerely,   [redacted]. Executive Service Analyst

May 15, 2017     Revdex.com 8080 Ward Parkway, Suite 401 Kansas City, MO  64114   Re:  Revdex.com Case [redacted]        Virgin Mobile USA - [redacted]        Sprint Case [redacted]   To Whom It May Concern:...

  Sprint is in receipt of the above-referenced inquiry of Ms. [redacted] regarding our Virgin Mobile USA (VMU) product.  We appreciate your assistance in bringing our customers’ concerns to our attention.  According to the information provided, Ms. [redacted] is requesting to have her iPhone 5s unlocked, stating she purchased a new iPhone 6s for her VMU account.  She explained that her request was denied because she only had the iPhone 5s activated for 11 months out of the required 12.       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.       Virgin Mobile USA 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 12 months with the account active during that time.   After a review of our records, we confirmed that Ms. [redacted] iPhone 5S device associated with phone number ending in [redacted] was activated on April 14, 2016, and removed on March 7, 2017.  As such, although the required 12 months were not completed, we have made an exception and requested to have the device unlocked.  We are happy to inform the request was approved and the device was unlocked on May 9, 2017.   During our conversation with Ms. [redacted] on May 12, 2017, we provided the information detailed above.  Ms. [redacted] considers this matter to be fully resolved.   We regret any inconvenience this matter may have caused Ms. [redacted].  If we can be of further assistance with this issue, she 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,   [redacted]. Executive Services Analyst

September 1, 2015
[redacted]
Revdex.com
[redacted]
Re: Revdex.com Case [redacted], [redacted]
Virgin Mobile USA Inquiry
Sprint Case [redacted]
Dear Ms. [redacted]:
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 dissatisfaction with the level of service she received when attempting to address her service and equipment replacement concerns, citing that after purchasing a new phone which she can hardly use especially while in her home. Ms. [redacted] outlined that when she asked VMU for a replacement, she was told she had to pay $25 fee for a replacement even though she purchased her device about a month ago. She is requesting a replacement of her phone with a new phone that is not defective. On behalf of Sprint, I apologize for any inconvenience Ms. [redacted]ay have experienced as a result of this matter.
We appreciate Ms. [redacted]’s taking the time to provide the details of her experience with our VMU Customer Care representatives and equipment replacement process. We are continually seeking ways to improve the level of service we provide to our customers. Be assured that we value customer feedback and that details regarding his experience have been forwarded to the appropriate managerial staff for review.
We regret any issues Ms. [redacted] may have experienced as a result of her reported issues with service in or around her home. However, we confirmed that the home address is within our VMU coverage area. As referenced in our Terms of Service, we are unable to guarantee service at any location at all times. Coverage and quality of services may be affected by conditions beyond our control. Wireless services cannot be regularly transmitted through concrete structures such as buildings, basements, walls, and various other structures and can be affected by topography and other natural or man-made obstructions. As a result, customers may experience difficulty making or receiving calls when indoors or in particular terrains. While we confirmed that the cell tower in Ms. [redacted]’s area is currently functioning within normal parameters, we confirmed that between August 24, and August 25, 2015, there was a known network issue associated with the cell tower servicing her area which would have directly impacted Ms. [redacted]’s VMU service.
During our August 26, 2015, discussion with Ms. [redacted], we discussed the information outlined above. At that time, while we explained that we apologize for the quality of service experienced with her VMU service. The call with Ms. [redacted] dropped and we immediately redialed to reach her, but were unsuccessful. We attempted to follow-up with Ms. [redacted] on August 31, and September 1, 2015, unsuccessfully and we have not received a response to our e-mails inviting her to contact us back. We invite Ms. [redacted] to contact our office if she requires further assistance or if she is still requesting a replacement device.
If you have questions regarding these matters, you or Ms. [redacted] can contact me directly at ###-###-#### or by calling Sprint Executive & Regulatory Services department toll-free at ###-###-####. I am available Monday through Friday from 8:30 a.m. to 5:30 p.m., Central Time.
Sincerely,
[redacted]
Executive Service Analyst

April 14, 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 her inquiry, Ms. [redacted] explained that she recently purchased a new phone that required her service plan to be updated to a $35 per month offering.  However, at her request she was placed on a $30 unlimited service plan that provided her with 500 MB of data.  She disputed the 500MB of data allotted in the service plan and was placed on a new unlimited service plan for $30 that includes 1GB of data as of April 1, 2017.  After her account was updated to the new service plan her data services stopped functioning, and she was advised by a manager in our Customer Care department that in order for her data services to function, her account needed to be placed back on to the $30 unlimited plan that provides her with 500 MB, and is compatible with her device.  She requested to have the data allotment in her plan to be updated from 500MB to 1GB for the price of $30 per month as it was previously agreed.      During our conversation with Ms. [redacted] on April 14, 2017, we confirmed that although our Customer Care representatives made the attempt to honor the $30 unlimited service plan that provides 1GB of high speed data, it was incompatible with her device.  As our best and final offer, and because we do not have a price plan for $30 per month with a 1 GB data allotment, we offered to apply a credit in the amount of $30 to offset one month of service charges.  Ms. [redacted] accepted our offer, and was also invited to review our currently offered service price plans online at www.virginmobileusa.com.  We are pleased to inform you that this matter has been fully addressed.   We regret any inconvenience this matter may have caused Ms. [redacted].  If she has any questions regarding this matter, she can contact me directly by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####, extension [redacted].  I am available Monday through Friday from 8:30 a.m. to 4:30 p.m., Central Time.   Sincerely,   Marco M Executive Service Analyst

February 23, 2016   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 complaint of Mr. [redacted] regarding our Assurance Wireless product.  In the information provided, Mr. [redacted] stated that he was removed from the Assurance Wireless program due to non use.  Mr. [redacted] indicated that he had not used his service for six weeks due to his original device being broken.  He has requested assistance with retaining his Assurance Wireless Lifeline service.   We regret any delay Mr. [redacted] may have experienced while attempting to retain his Assurance Wireless Lifeline benefit.  We attempted to contact Mr. [redacted] via phone on February 6, 9, and 13, 2017, to discuss the matter and address any additional concerns he may have.  In addition, we sent a letter via the U.S. Postal Service on February 9, 2017, inviting him to reach out to our office.  Unfortunately, he has not responded. In order to resume Lifeline services with Assurance Wireless at this time he will need to reapply.  We would be happy to assist him with this process.   We look forward to speaking with Mr. [redacted] and encourage him to contact us regarding any concerns he may continue to have regarding this inquiry.  Mr. [redacted] should be advised that in order to discuss the details of his account, he must be able to authenticate his account.  As a result, we want to advise him to have his PIN and security information available when she contacts us.   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

April 26, 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 Mr. [redacted] regarding our Virgin Mobile USA (VMU) product.  We appreciate your assistance in bringing our customers’ concerns to our attention.  In the information provided, Mr. [redacted] indicated he purchased two Kyocera Hydro devices online.  He further indicated that on April 1, 2017, he attempted to activate the devices, but was unsuccessful.  As such, he requested return labels to send the devices back; however, he was informed he would be responsible for the shipping charges. Mr. [redacted] requested for VMU to send him prepaid shipping labels to return the devices, and to receive an $86.98 refund.   Our records reflect that Mr. [redacted] placed an order on March 23, 2017, and received the devices on March 28, 2017.  Our records further reflect that Mr. [redacted] contacted VMU Customer Care on April 1, 2017, in an attempt to activate the devices; however, this was not possible due to a provisioning outage.  As such, Mr. [redacted] requested return labels to send the devices back for refund.  Mr. [redacted] was informed at that time that he would have to pay for the shipping charges to return the devices.    During our initial conversation with Mr. [redacted] on April 6, 2017, we provided the information detailed above.  In addition, we advised that per VMU Terms and Conditions, phones purchased directly from the VMU website may be returned for a full refund within 7 days of purchase, and must include the original receipt, packaging materials and all components.  In addition, VMU devices are sold with a one-year manufacturer’s warranty.  Due to any possible misunderstanding regarding VMU’s return policy, we agreed to provide shipping labels for the return of the devices.  During our subsequent conversation with Mr. [redacted] on April 17, 2017, he indicated the labels were not received; as such, we advised will be sending United Postal Service (UPS) packaging for him to send the devices back.  Unfortunately, the UPS packaging was not delivered on the estimated date of April 21, 2017, due to an incorrect shipping address.  During our final conversation with Mr. [redacted] on April 25, 2017, he confirmed receipt of the UPS packaging and will send the devices as soon as possible for refund.  Mr. [redacted] agreed to continue working with our office until the devices are received and refund processed.   We regret any inconvenience this matter may have caused Mr. [redacted].  If we can be of further assistance with this issue, he 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,   [redacted] B. Executive Service Analyst

---------- Forwarded message ----------From: [redacted] <[redacted]>Date: Tue, Jul 26, 2016 at 3:17 PMSubject: Re Complaint 11589434To: "[redacted]" <[redacted]>To whom it may concern, Virgin Mobile has responded to my...

complaint. I am satisfied that they corrected the service issues and compensated me for the inconvenience. I am satisfied with their response.[redacted]

March 28, 2017     Revdex.com 8080 Ward Parkway, Suite 401 Kansas City, MO  64114   Re:  Revdex.com Case [redacted], Ms. [redacted]        Virgin Mobile 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 was attempting to obtain her VMU account number so that she can port her number to another service provider.   Ms. [redacted] indicated that VMU has refused to provide her with her account number even though her account is in good standing.  Ms. [redacted] requested that her account number be provided to her immediately.  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.   We regret any delay Ms. [redacted] may have experienced while attempting to obtain her VMU account number and will forward her concerns regarding this process through our internal channel for suggested process improvements.   Our records reflect that Ms. [redacted] contacted our Customer Care department on March 6, 2017, and was able to obtain the account number associated with her VMU account.   As such, we believe Ms. [redacted]’s account related concerns may have been resolved.    We attempted to contact Ms. [redacted] via phone and e-mail on March 13, 15, and 20, 2017, to discuss her account concerns; unfortunately, she has not yet responded.  In addition, we also sent her a letter via the U.S. Postal Service asking her to contact us regarding any concerns she may continue to have with her account.  Ms. [redacted] should be advised that in order to discuss the details of her account, she must be able to authenticate her account.  As a result, we want to advise Ms. [redacted] to have her PIN and security information available when she contacts us.   We are committed to protecting the privacy of our customers and complying with all laws that apply to the collection, access, use, disclosure, and security of their personal information.  We do not disclose any of our customers’ personal information unless authorized by the customer or required by law.  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.  For additional information regarding our Privacy Policy, including how we collect, access, use, disclose, and secure personal information, Ms. [redacted] may visit our website, www.virginmobileusa.com/privacy.   If we may be of further assistance with this issue Ms. [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

August 23, 2016     Revdex.com 8080 Ward Parkway, Suite 401 Kansas City, MO  64114   Re:  Revdex.com Case [redacted]        Virgin Mobile USA Inquiry        Sprint Case [redacted]   To Whom It...

May Concern:   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 he was unable to activate a device that he purchased via the VMU website, citing that when he attempted to activate the device through his online account he received a message that the serial number was invalid.  He further stated that he contacted our Customer Care department regarding activating his device and he was informed that the device that he purchased had been previously reported as lost or stolen.  In addition, our representatives informed him that they were unable to change the status of the device, and they were not able to locate any records of the device purchase.  As such, Mr. [redacted] requested that we change the status of his current device or allow him to exchange the device for one that can be activated.   During our July 25, 2016, conversation with Mr. [redacted], we informed him that we were unable to locate any records of his purchasing his iPhone device.  At that time, Mr. [redacted] agreed to send us a copy of his Paypal receipt in order for us to locate the order.  We received a copy of Mr. [redacted]’s receipt for his device purchase on July 27, 2016.  As such, we submitted a request to have the lost or stolen status removed from Mr. [redacted]’s device.  The serial number for the device was released on July 28, 2016.  We attempted to assist Mr. [redacted] with activating the device on August 1, 2016; however, Mr. [redacted] stated that a SIM card was not included with his device purchase.  Therefore, we submitted an order fora new iPhone 5 to be sent to Mr. [redacted] on August 5, 2016.  During our supplemental conversation with Mr. [redacted] on August 23, 2016, Mr. [redacted] confirmed that he received the new device.  Unfortunately, Mr. [redacted] did not have access to Wi-Fi or a computer with iTunes in order to activate the new device.  As a result, Mr. [redacted] agreed to contact us once he has access to a Wi-Fi network to complete the device activation.   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] he can contact me by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####, ext. [redacted].  I am available Monday through Friday between 8 a.m. and 4:30 p.m., Central Time.   Sincerely,   Kendra [redacted] Executive Services Analyst

February 6, 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 Mr. [redacted] regarding our Virgin Mobile USA (VMU) product.  We appreciate your assistance in bringing our customers’ concerns to our attention.  In the information provided, Mr. [redacted] indicated that his services were interrupted for the non-return of a defective device; however, the phone VMU is requesting back to clear the suspension was provided to him by [redacted] as an exchange for his damaged device.  As a result of these issues Mr. [redacted] requested that his services be reinstated with a credit for one month of service charges to his VMU account, or a refund for the cost of the Galaxy J3 and the last $35 payment remitted to his account.   We regret any inconvenience Mr. [redacted]’s service suspension and equipment return concerns may have caused him.  Unfortunately, due to the non-return of the defective device as part of the exchange order on November 14, 2016, his services were suspended on January 14, 2017.   During our initial conversation with Mr. [redacted] on February 1, 2017, we provided the information detailed above.  Mr. [redacted] advised he never received the replacement device as it was taken from the front door of the address he provided. As such, we informed Mr. [redacted] he will need to provide a police report.  However, due to Mr. [redacted] relocating, he was unable to provide a police report.  We agreed to contact our warehouse to determine an amicable resolution and follow up with him.   During our follow-up conversation with Mr. [redacted] on February 2, 2017, we advised that as a courtesy, and due to any possible misunderstanding that may have occurred, we removed the suspension from his account.  We are happy to inform that during our final conversation with Mr. [redacted] on February 6, 2017, he confirmed that all issues are resolved.   We regret any inconvenience these matters may have caused Mr. [redacted].  If we can be of further assistance with these issues, he 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

June 17, 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]   Dear Ms. [redacted]:   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 receiving conflicting information from our VMU Customer Care representatives regarding her ability to access the Mobile Hotspot feature on her recently purchased device, citing that our representatives assured her that the device was Mobile Hotspot capable prior to her purchasing the device, but after activating the device she was informed that it was not compatible with the feature.  She further stated that she was able to connect other devices to the Mobile Hotspot feature on her Boost Mobile device after the plan was added; however, there was an outage in her area and she could not connect her device after her service was restored.  As a result, she requested a refund in the amount of $40 due to her inability to use all of the features included in her service plan.   Mobile Hotspot is a feature that allows selected handsets to use their cellular data connection to act as Wi-Fi access point for other Wi-Fi enabled devices, such as an iPod, other handsets or portable gaming devices. Subscribers can opt into the service and pay an additional fee to enjoy hotspot capability.  Our records reflect that Ms. [redacted] contacted our VMU Customer Care representatives on April 30, 2016, and requested to add the Mobile Hotspot feature to her device.  As a result, the feature was added on that date. Ms. [redacted] subsequently contacted our representatives on May 12, 2016, and stated that she was unable to access the internet on her device.  At that time, our representatives informed Ms. [redacted] that there was an outage in her service area. Our records further reflect that Ms. [redacted] contacted our Customer Care representatives again on May 15, 2016, and requested a refund in the amount of $40 due to her inability to use the Mobile Hotspot feature on her device; however, her refund request was denied because she used [redacted] MB of her monthly data allotment for the feature.   During our June 6, 2016, conversation with Ms. [redacted], she stated that she returned her VMU device because she was unable to access the internet for four days.  As such, she requested a refund in the amount of $40 for her monthly service plan charges.  We informed Ms. [redacted] that our VMU Terms and Conditions outlines that all monies paid toward service are non-refundable.  Therefore, we respectfully declined her refund request.  However, as a one-time courtesy, we offered to apply a $40 credit to a Sprint or Sprint affiliate account of her choice.  Unfortunately, Ms. [redacted] declined our offer.  Although, Ms. [redacted] does not agree with the resolution of this matter, we believe this matter has been fully addressed.   On behalf of Sprint, I apologize for any inconvenience this matter may have caused Ms. [redacted].  If she has questions regarding this issue she may contact me by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####, ext. [redacted].  I am available Monday through Friday between 8 a.m. and 4:30 p.m., Central Time.   Sincerely,   Kendra [redacted] Executive Services Analyst

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

[redacted]       To Whom It May Concern:   Thank you for forwarding the above-referenced inquiry to the Sprint Executive & Regulatory Services department.  We appreciate your assistance in bringing our customers’ Virgin Mobile USA (VMU) concerns to our attention.  In her inquiry, Ms. [redacted] indicated that she contacted our Customer Care department for a refund, due to her device crashing on July 23, 2016, just two days after her payment posted on July 21, 2016. Furthermore, she stated she was told she would receive a partial refund of $37.33; however, she has yet to receive her refund.   We spoke with Ms. [redacted] regarding this matter on August 10, 2016, and explained that per the VMU Terms and Conditions, service payments are not refundable.  A review of her refund request determined that she had used more than the allowable amount of voice for refund consideration after the payment in question was posted.  As such, we have denied her request for a refund.  As a courtesy, we offered to replace her device and provide a month of service; however, Ms. [redacted] declined our offer.   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

---------- Forward** message ----------From: [redacted] <[redacted][email protected].**u>Date: Sat, Apr 23, 2016 at 12:58 PMSubject: Re: You have a new message from the Revdex.com of Greater Kansas City in regards to your complaint #11293181.To: Revdex.com <[email protected]>Complaint 11293181Has been satisfi** and resolv** to everyone's best interest.Dr. [redacted]

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com: I have 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]

[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:Virgin Mobile has a business practice of requiring pre-payment for cell phone service, but they believe it is all right not to provide services for three days at a time in the middle of the pre-paid month.  I find this totally unacceptable.  I was forced to drop them because they failed to provide needed services, yet they refuse to willingly provide a refund.
Regards,
[redacted]

June 3, 2016 Revdex.com8080 Ward Parkway, Suite 401Kansas 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 Ms. [redacted] regarding our Assurance Wireless product.  We appreciate your assistance in bringing our customers’ concerns to our attention. In the information provided, Ms. [redacted] indicated that her services were interrupted based on Assurance Wireless advising her that she did not return her defective unit.  She explained having mailed her defective device back to Assurance Wireless which was confirmed delivered on April 2, 2016, and as a result she was sent a text message from Assurance Wireless on April 4, 2016, that confirmed delivery of the device.  She further stated that despite the text notification she received, her services remain interrupted.  She expressed her concerns with the handling of her account with in our Sprint Executive & Regulatory Services department and as a result, she requested for her account to be restored and credited 500 minutes for twelve consecutive months starting as of May 2016.  On behalf of Sprint, I apologize for any inconvenience this matter may have caused Ms. [redacted]. During our conversation with Ms. [redacted] on May 13, 2016, we confirmed that her account has been updated to reflect that the equipment was returned back to our Assurance Wireless warehouse.  In addition, we found no restrictions on her account or service issues that would prevent her from using her services.  Furthermore, after troubleshooting her device it was deemed that her device needed to be replaced and as a result, we offered to replace her current phone with an LG Aspire or an Alcatel Speakeasy; however, she declined.  While reviewing her account we determined that she was no longer eligible for the Lifeline discount due to failure to return the USAC Worksheet.  As a resolution, in order to reconsider her for the Assurance Wireless program, we mailed a new Assurance Wireless application and a USAC Worksheet that she agreed to complete and return to our office by no later than May 17, 2016.   We attempted to contact Ms. [redacted] via e-mail on May 18, 20, and 23, 2016; however, we not received a follow-up e-mail or a callback from her and we have yet to receive the requested documents in order expedite and reconsider her for the Assurance Wireless program.  We invite her contact us back if she has any remaining concerns. If Ms. [redacted] has questions regarding this concern, she can contact me directly by calling Sprint Executive & Regulatory Services department toll-free at ###-###-####.  I am available Monday through Friday 10:30 a.m. to 6:30 p.m., Central Time. Sincerely, Donnetha C.Executive Services Analyst

February 8, 2016
[redacted]
Revdex.com
8080 Ward Parkway, Suite 401
Kansas City, MO 64114
Re: Revdex.com Case [redacted]
Virgin Mobile USA Inquiry
Sprint Case [redacted]
Dear Ms. [redacted]:
Sprint is in receipt of the above-referenced inquiry of Mr. [redacted]...

[redacted] regarding our Virgin Mobile USA (VMU) product. We appreciate your assistance in bringing our customers’ concerns to our attention. In the information provided, Mr. [redacted] stated that he purchased a phone for his wife in August 2015, and it came with a one year warranty, citing that there was no information stating that he had to pay an equipment replacement fee for a malfunctioning phone under warranty. He explained that VMU always sent him a replacement phone without any fees. He requested a replacement phone without any fee under the 12 month warranty. On behalf of Sprint, I apologize for any inconvenience this matter may have caused Mr. [redacted].
VMU offers a one-year warranty from the date of activation on all phones, devices, and accessories that come with our phones. The VMU warranty replacement fee became effective November 9, 2014, and applies to all VMU phones on a Beyond Talk service plan. As outlined in our VMU Terms and Conditions, we have the option to charge fees, activation and miscellaneous charges. Therefore, the customer would be notified of the $25 fee at the time of the equipment RMA order is created. If the customer declines to pay the fee, the customer has the option to work with the manufacturer directly for repairs; however, they will have to pay shipping fees to ship their phone to the manufacturer and it can take up to two to four weeks to get a replacement device when working manufacturers.
During our conversation with Mr. [redacted] on January 25, 2016, we explained the information detailed above. Based on the information provided, we found no error on part of VMU in this matter. As a demonstration of our commitment to excellence and as a one-time courtesy, we agreed to waive the $25 equipment replacement fee as a one-time courtesy. Mr. [redacted] accepted the resolution provided and a new Kyocera Hydro Vibe was ordered the same day. In a recent follow-up call to Mr. [redacted] on January 29, 2016, he confirmed receipt of the new replacement device. Currently we are working with Mr. [redacted] on a different issue unrelated to his complaint.
If Mr. [redacted] has questions regarding this concern, he can contact me by calling Sprint Executive & Regulatory Services department toll-free at ###-###-####, ext. [redacted]. I am available Monday through Friday from 7:30 a.m. to 3:30 p.m., Central Time.
Sincerely,
Tekiesha H.
Executive Service Analyst