Integrated medical

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 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

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

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

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

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

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

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

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

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

---------- 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]

[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]

April 28, 2016 Revdex.com 8080 Ward Parkway, Suite 401 Kansas City, MO  64114 Re:  Revdex.com Case 11393622 – [redacted] Virgin Mobile USA Inquiry       Sprint Case 2201986 To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry...

of Ms. [redacted], filed on behalf of her mother 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 her mother’s inability to make and receive calls from her device since February 2, 2016, citing that she has a $298.10 accrued account balance, and the account is active until January 2017.  She further stated that she has spoken with our VMU Customer Care representatives on multiple occasions to troubleshoot her concerns; however, our representatives have not been able to assist her with restoring the service.  In addition, she stated that our Customer Care representatives are unable to provide her with a number to our corporate office and she has not received a call back as promised. As a result, she requested that VMU cancel her mother’s account and refund the accrued balance. Our records reflect that Ms. [redacted]’s service plan requires that she remit a payment in the amount of at least $10 every 45 days or $20 every 90 days in order for services to remain active with VMU and to prevent the forfeiture of any accrued paid balance.  Our records further reflect that Ms. [redacted] made a payment in the amount of $20 on July 22, 2015, and her next payment was due on October 12, 2015, but was not received by VMU by that date.  Because Ms. [redacted] failed to make a payment within the allotted 90 day timeframe, her service was canceled on January 2, 2016.  Ms. [redacted] contacted our Customer Care representatives on February 19, 2016, stating that she was unable to make and receive calls.  As a result, a new account was created for Ms. [redacted] and her accrued balance was restored.  Ms. [redacted] subsequently contacted VMU on February 28, 2016, stating that she received an error message when attempting to make an outbound call from her device that she needs to make a payment to her account in order to make a call. As a result, a ticket was created to address her calling concerns. During our April 19, 2016, conversation with Ms. [redacted], she stated that after multiple attempts to troubleshoot her mother’s device with our Customer Care representatives she still is not able to make and receive calls to and from her mother’s device.  At that time, we created Ms. [redacted] a new account, changed her phone number, programmed her device, and transferred her accrued balance to the new account.  We are pleased to inform you that Ms. [redacted] confirmed that she is now able to make and receive calls and her mother’s device is working properly.  As such, we believe this matter 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 he may contact me by calling the Sprint Executive & Regulatory Services department toll-free at 1-855-848-3280, ext. 3687.  I am available Monday through Friday between 8 a.m. and 4:30 p.m., Central Time. Sincerely, Kendra O 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 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]

July 14, 2016       Revdex.com 8080 Ward Parkway, Suite 401 Kansas City, MO  64114   Re:  Revdex.com Case [redacted]        Virgin Mobile USA Inquiry        Sprint Case [redacted]   To...

Whom It May Concern:   Thank you for forwarding the above-referenced inquiry of Ms. [redacted] to the Sprint Executive & Regulatory Services department.  We appreciate your assistance in bringing our customer’s Virgin Mobile USA (VMU) concerns to our attention.  In her inquiry, Ms. [redacted] indicated that she purchased a VMU branded device from a third-party retailer, and she began experiencing issues with the device approximately three months later.  She further advised that she was informed by VMU that her device may be replaced by VMU if she agreed to a $25 Warranty Replacement Fee.  She requested that she be provided with a new device, and that the Warranty Replacement Fee be waived.   We initially spoke with Ms. [redacted] regarding this concern on June 23, 2016, and explained that VMU devices are sold with a one year manufacturer’s warranty.  Within the warranty period customers may contact the manufacturer directly, or pay a $25 Warranty Replacement Fee to VMU to receive a replacement device.  If the same make and model is not available for replacement through VMU a comparable model would be provided.  Alternatively, customers may contact the device manufacturer directly for assistance under the provisions of the manufacturer’s warranty.   In an effort to resolve this matter we offered to either waive the Warranty Replacement Fee as requested in Ms. [redacted]’s inquiry, or provide her with a complimentary device to use while she partners with her device manufacturer for assistance.  She advised that she would need time to consider the offers and follow up with us.  On July 5, 2016, we contacted Ms. [redacted] to follow up, and she advised that she would need more time to make her decision.  After receiving no follow up from her we attempted to reach her once again on July 13, 2016, but we were unable to reach her.   We regret any inconvenience this matter may have caused Ms. [redacted] and encourage her to contact our office directly to accept one of the offers presented.  If she has any further questions or concerns regarding this matter she can contact me directly by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####, ext. [redacted].  I am available Monday through Friday from 7 a.m. to 4 p.m., Central Time.   Sincerely,   TekieshaH. Executive Services Analyst

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

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

January 6, 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]:
Thank you for forwarding the above-referenced inquiry of Mr. [redacted]...

[redacted] to the Sprint Executive & Regulatory Services department. We appreciate your assistance in bringing our customer’s Virgin Mobile USA (VMU) concerns to our attention. In his inquiry, Mr. [redacted] indicated that after a failed Top-Up transaction he contacted VMU customer care and learned that his account had been closed and the paid balance was swept from the account. He requested a refund of the paid balance reflected at the time his account was closed.
During our discussion with Mr. [redacted] on January 6, 2016, we advised that he was subscribed to a sales expired Pay-As-You-Go plan, which required that he add at least $20 to his account every 90 days to retain active service. Our records reflect that a Top-Up requirement was missed on October 28, 2015. Because no payment was made by December 28, 2015, and it had been 150 days since his last successful payment, his account was closed and that paid balance removed from the account in accordance with our Terms and Conditions. Due to any possible misunderstanding that may have occurred, we agreed to resume his services and apply a credit to his account for $342.17 to restore his lost balance. In addition, we extended the next payment requirement to January 5, 2017, to allow him time to use the paid balance before the next payment requirement. Mr. [redacted] verified that the matter has been fully resolved to his satisfaction.
We regret any inconvenience this matter may have caused Mr. [redacted]. If you have any further questions or concerns regarding this matter, you or 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 a.m. to 4 p.m., Central Time.
Sincerely,
Tekiesha H.
Executive Services Analyst

We appreciate your assistance in bringing our customer’s Virgin Mobile USA (VMU) concerns to our attention. In his inquiry, Mr. [redacted] indicated that he has been experiencing issues with dropped calls and his Mobile Hotspot feature. He further indicated that he contacted our Customer Service...

department and was promised call backs that were not made. He also expressed his frustration that when he spoke with a supervisor to troubleshoot his device, because he was calling from the device in question the supervisor was unable to provide troubleshooting assistance. Mr. [redacted] requested a refund for the dropped calls and issues he has experienced with Mobile Hotspot.
We appreciate Mr. [redacted] taking the time to share his feedback regarding his recent customer service experiences. We are continually striving to improve the quality of service provided to our customers. Please be assured that we value his feedback and that his concerns have been forwarded to the appropriate managerial staff for further review.
We spoke with Mr. [redacted] regarding these matters on February 12, 2016, and he advised that the issues he had been experiencing with dropped calls are resolved. We explained that at this time, we are unable to identify any issues relating to his Mobile Hotspot feature. He agreed to reach out to our office should any of these issues recur. As a courtesy, and for the time he was impacted by these issues, we applied a credit to his account of $45 to cover one month of service charges, including his Mobile Hotspot feature. He expressed his satisfaction with the outcome and advised that he has no additional concerns at this time.
We regret any inconvenience these matters may have caused Mr. [redacted]. If he has any further questions or concerns regarding these matters he can contact me directly by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####, ext. [redacted]. I am available Monday through Friday from 10 a.m. to 7 p.m., Central Time.
Sincerely,
[redacted].
Executive Services Analyst

August 4, 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 complaint of Ms. [redacted] regarding our Virgin Mobile USA (VMU) product.  We appreciate your assistance in bringing our customers’ concerns to our attention.  In her inquiry, Ms. [redacted] stated that our representatives denied her request for a partial refund for her monthly recurring service charges even though she made a payment one week prior to her switching to a different service provider.  Ms. [redacted] further stated that she established service with a different provider because her VMU device began malfunctioning and she could not afford to purchase a new device. Ms. [redacted] requested a refund in the amount of $25.   During our July 24, 2017, conversation with Ms. [redacted], we informed her that although we regret the circumstances that led to her decision to discontinue service with us, our VMU Terms and Conditions outlines that all monies paid toward service are non-refundable.  Therefore, although her VMU device options may not have met with her expectations, we are unable to identify any error on the part of VMU that would warrant a refund, and we must respectfully decline her request.  However, as a courtesy, we agreed to transfer the payment that she remitted prior to canceling her account to a Sprint or Sprint affiliate account of her choice.  Ms. [redacted] confirmed that her mother has a VMU account and agreed to provide us with the phone number so that we could apply a credit to the account. During our supplemental conversation with Ms. [redacted] on August 4, 2017, she provided us with her mother’s phone number and we applied a credit to the account in the amount of $40.  We are pleased that Ms. [redacted] expressed her satisfaction with the resolution of this matter.   We regret any inconvenience this matter may have caused Ms. [redacted].  If Ms. [redacted] has questions regarding this concern she can contact me directly by calling the Sprint Executive & Regulatory Services department toll free at ###-###-####, ext. [redacted]. I am available Monday through Friday between 7:30 a.m. and 3:30 p.m., Central Time.   Sincerely,   Kendra [redacted] Executive Services Analyst