Integrated medical

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

[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. 
However, one correction that I was indeed told there would be an expedited shipping cost and raised this issue with the customer service representative. As the order progressed, he guaranteed that the phone would arrive by April 21st and even put me on hold to confirm this with his supervisor.  He returned and again confirmed that the shipment would arrive on the 21st for certain. My concern also is with the 5 service representatives I spoke with on April 21st who insisted that I had indicated that I wanted the shipment to arrive on April 23rd. There was a solution that several described but no one was willing to check with their supervisor to do so.
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

August 24, 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 after experiencing issues with her Samsung Galaxy J3 device she requested a newer model Samsung Galaxy device.  She advised that she was treated poorly by representatives of our Customer Care department.  She requested that she be provided with a Samsung Galaxy J7.   We spoke with Ms. [redacted] regarding these matters on August 18, 2016, and explained that we appreciate her taking the time to provide us with the details of her experience with our Customer Care department.  We are continually striving to improve the quality of service provided to our customers.  Please be assured that we value customer feedback and that these concerns have been forwarded to the appropriate managerial staff for further review.   In addition, we explained that although we are unable to provide her with a Samsung Galaxy J7, due to our long standing business relationship we would send her a new Samsung Galaxy J3 device and return label to return the defective device.  During a follow-up discussion with her on August 24, 2016, we verified that she has received and activated the device.  She confirmed that she has no further concerns at this time.   We regret any inconvenience these matters may have caused Ms. [redacted].  If she has any further questions or concerns regarding these matters 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 8:30 a.m. to 4:30 p.m., Central Time.   Sincerely,   Donnetha C. 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

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

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

[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, because I am weary of the constant attempts to contact me by their Rep while at work although I had an issue again this month when attempting to pay for my service on the 14th which is the new Due Date the payment app would not allow me to log in until the 15th when it suspended my service for non payment then it took the same password it kept rejecting the day before as incorrect. I just reinstated my account on the 15th I did not attempt to call the Customer service Line again and I do not want to talk to any of their Reps I just want the service I pay for.
Regards,
[redacted]

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 has experienced multiple issues with updating her payment information and automatic payments on her VMU account.
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 are able to confirm that an automatic payment was successfully processed on March 8, 2016. However, in order to ensure proper resolution, we must speak with Ms. [redacted] directly. We attempted to contact her to discuss this matter in detail on February 15, 16, 17, 22 and 24, 2016; however, we have been unable to reach her. In addition, we also sent her a letter via the U.S. Postal Service on February 29, 2016, asking her to contact us directly. We welcome her to contact us at his earliest opportunity if further assistance is needed.

We regret any inconvenience this matter may have caused Mr. Cervantes. 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 10 a.m. to 7 p.m., Central Time.
Sincerely,
[redacted].
Executive Services Analyst

May 25, 2016     Revdex.com 8080 Ward Parkway, Suite 401 Kansas City, MO  64114   Re:  Revdex.com File [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 that she did not remit a payment on time, and the $210.10 balance was expired and removed from her account. As such, she requested a refund check for her expired account balance in the amount of $210.10.   Our records reflect Ms. [redacted] was subscribed to a grandfathered Pay-As-You-Go rate plan of 18 cents/Minute.  This service plan requires a $20 payment be made every 90 days or a $10 payment every 45 days in order to maintain active services.  Our records further reflect that Ms. [redacted] did not remit a payment in accordance with her service plan requirements by October 11, 2015, and as a result her balance was expired on December 9, 2015, and her account was terminated.   Our Virgin Mobile Terms and Conditions explain that payments remitted to VMU for services are non-refundable.  As such, we are unable to identify any error on the part of VMU regarding this billing concern.  However, as a courtesy, we restored her VMU services on her grandfathered 18 cents/Minute Pay-As-You-Go plan and extended her next payment due date out until May 19, 2017.  In addition, we restored the balance of $210.10 to her available account balance.    We attempted to contact Ms. [redacted] at phone ending with 8970 and via e-mail on May 9, 12, and 16, 2016, to discuss this matter in detail; however, we have been unable to reach her.  In addition, we also sent her a letter via the U.S. Postal Service on May 19, 2016, asking her to contact us directly.  We invite Ms. [redacted] to contact our office if her concerns remain unresolved.    On behalf of Sprint, I regret any inconvenience Ms. [redacted] may have experienced as result of this matter.  If she has any additional questions regarding this issue, she can contact me by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####, ext. [redacted]. I am available Monday, Tuesday, Thursday and Friday from 7:30 a.m. to 5:30 p.m. Central Time.    Sincerely,   La Taushia L. Executive Services Analyst

April 26, 2017       Revdex.com   8080 Ward Parkway, Suite 401 Kansas City, MO  64114   Re:  Revdex.com Case [redacted]        Virgin Mobile Custom Inquiry        Sprint Case...

[redacted]   To Whom It May Concern:   Sprint is in receipt of the above-referenced inquiry of Ms. [redacted] regarding our Virgin Mobile Custom (VMC) product.  We appreciate your assistance in bringing our customers’ concerns to our attention.  In her inquiry Ms. [redacted] indicated that due to misinformation provided by a Virgin Mobile USA (VMU) Customer Care representative, her daughter has been without service for over one week.  She explained that her husband was offered a family price plan which was not compatible with their VMC devices.  Ms. [redacted] requested a full refund of the $35 payment remitted on April 3, 2017, a replacement device for her daughter and a credit applied to their accounts towards monthly service charges.   We regret any inconvenience this matter may have caused Ms. [redacted] while attempting to transition her daughter’s cell phone plan and services.  During our initial discussion with Ms. [redacted] on April 14, 2017, we confirmed that we have decommissioned our Data Done Right Plans, and that her daughter’s and husband’s services were migrated to one of our existing Virgin Mobile USA (VMU) service plans.  In addition, we confirmed that Ms. [redacted]’ daughter’s current device will work with the VMU service plan; however, it will need to be properly re-sku’d.  Ms. [redacted] agreed to continue working with our office until this matter was fully resolved.  After further review, we confirmed that an order to replace her daughter’s device was processed.   Unfortunately, our follow-up attempts on April 14, 21, 24, and 26, 2017, at the telephone number and email provided in the inquiry were unsuccessful.  In addition, a letter was sent to Ms. [redacted] via the United States Postal Service (USPS) at the address provided in the inquiry on April 24, 2017.  We are happy to inform that we received an e-mail from Ms. [redacted] on April 26, 2017, confirming that their concerns have been resolved to their satisfaction.   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 directly by calling our 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,   Veronica B. Executive Service Analyst

March 14, 2016
Revdex.com
8080 Ward Parkway, Suite 401
Kansas City, MO 64114
Re: Revdex.com Case [redacted], [redacted]
Virgin Mobile USA Inquiry
Sprint Case [redacted]
To Whom It May Concern:
Thank you for forwarding the above-referenced inquiry of Mr....

[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 he has been experiencing issues with his VMU device. He further advised that he has been unable to secure a replacement device from VMU because the item is out of stock. He requested that he be compensated two months service charges totaling $60, either a refund of $200 for his device or a replacement of the same make and model, and for the warranty replacement fee to be waived by VMU.
We spoke with Mr. [redacted] regarding this concern on March 1, 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. Unfortunately, at this time we do not have a replacement HTC Desire 816 available. As a result, Mr. [redacted] would have to work with HTC directly for warranty service.
In an effort to resolve this matter, we offered to provide a complimentary replacement device for him to use while he works with the manufacturer for warranty service. We explained that because his account reflects significant usage we are unable to honor his request for a refund of $200 for his device, or issue a credit to his account for two months of service charges. Should he elect to replace his HTC Desire 816 using the VMU warranty process we are willing to waive the $25 Warranty Replacement Fee as a one-time courtesy. He would need to contact our office directly to accept.

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 7 a.m. to 4 p.m., Central Time.
Sincerely,
TekieshaH.
Executive Services Analyst

April 21, 2017   Revdex.com 8080 Ward Parkway, Suite 401 Kansas City, MO  64114   Re:  Revdex.com Case [redacted]        [redacted] 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’ [redacted] Mobile USA (VMU) concerns to our attention.  In her inquiry, Ms. [redacted] indicated that she recently purchased an iPhone 7 from VMU’s website; however, upon receipt she noticed it was in the wrong color.  She sent her device back for a refund, and she indicated we received her device on February 27, 2017, but she has not received her refund as of yet.  As such, she requested additional assistance with this matter.   We spoke with Ms. [redacted] regarding this matter on April 10, 2017, and explained that we confirmed receipt of her device, and we are in the process of issuing a refund. Due to the delay, we agreed to credit her account $35 to offset one month of service charges.  In addition, we agreed to follow up and confirm she received her refund.  We attempted to speak with Ms. [redacted] on April 18, 2017; however, we were unable to make contact.  We received an e-mail from her on April 19, 2017, stating that she has received her refund, and she has no additional questions or concerns.   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

May 31, 2016       Revdex.com   8080 Ward Parkway, Suite 401 Kansas City, MO  64114   Re:  Revdex.com Case [redacted], [redacted]        Virgin Mobile Custom        Sprint Case [redacted]  ...

To Whom It May Concern:   Sprint is in receipt of the above-referenced inquiry of Ms. [redacted] regarding our Virgin Mobile Custom (VMC) product.  We appreciate your assistance in bringing our customers’ concerns to our attention.  In her inquiry, Ms. [redacted] indicated that when she purchased her Samsung Galaxy S3 at [redacted], she was advised that if anything was to happen with the device, she would receive a replacement.  However, the device is not charging and [redacted] refused to replace her device.  Ms. [redacted] requested for her device to be replaced or receive a refund of $199 plus the $59 for the protection plan that she purchased.    Our VMC Terms and Conditions outlines that equipment purchased from any of our third-party retailers is bound to the return/refund policy of that location, and that the customer should direct any inquiries regarding device refunds to the staff of that location.   We regret any issues Ms. [redacted] may have experienced as a result of her attempting to obtain a replacement device.  During our conversation with Ms. [redacted] on May 25, 2016, we provided the information detailed above.  As such, as a demonstration of our commitment to customer service excellence, we offered to send a replacement device compatible to her current device. We are happy to inform that Ms. [redacted] agreed and chose to have the LG Volt 2 to be sent to her to be activated with new account under Virgin Mobile USA (VMU).   We regret any inconvenience this matter may have caused Ms. [redacted].  If we can be of further assistance with this issue, Ms. [redacted] can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, 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

May 18, 2017         Revdex.com   8080 Ward Parkway, Suite 401 Kansas City, MO  64114   Re:  Revdex.com Case [redacted], [redacted] X. [redacted]        [redacted] USA Inquiry        Sprint Case...

[redacted]   To Whom It May Concern:   Sprint is in receipt of the above-referenced inquiry of Mr. [redacted] regarding our [redacted] USA (VMU) product.  We appreciate your assistance in bringing our customers’ concerns to our attention.  In the information provided, Mr. [redacted] requested to have his device unlocked.  He explained that he ended his services with VMU and ported his number to a new carrier.   Unfortunately, our attempts to contact Mr. [redacted] via the telephone number and e-mail address provided in his inquiry on May 12 and 15, 2017, were unsuccessful.  However, we received e-mail correspondence from Mr. [redacted] on May 15, 2017, advising that his concern had been satisfactorily addressed.  As such, we consider this matter 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 ###-###-####, 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 28, 2016        Revdex.com 8080 Ward Parkway, Suite 401 Kansas City, MO  64114   Re:  Revdex.com File [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 customer’s concerns to our attention.  In his complaint, Mr. [redacted] expressed his dissatisfaction in his equipment not being activated; citing he was forced to switch to a new account and his old account was terminated.  As such, Mr. [redacted] is requesting a refund for the equipment that was purchased.   Sprint is committed to protecting the privacy of our customers.  In accordance with that commitment, we take measures to verify that callers are authorized to discuss and/or make changes to an account.  Specifically, we require that each account has a PIN and that the PIN is verified by the account holder or an individual authorized to have access to the account before we can discuss sensitive account information or make any changes to the account.  We have not had the opportunity to obtain permission from Mr. [redacted] to discuss this matter with him or authenticate his ability to access account information with regard to this inquiry.  As a result, we cannot provide private information, or make any changes to the account.      We regret any frustration Mr. [redacted] experienced as a result of his equipment and account concerns.  If Mr. [redacted] purchased the device at a third-party retail store, he is subject to the third-party retail store’s return/exchange policy.  We attempted to contact Mr. [redacted] on June 16, 20 and 23 at phone ending with 6762 and via e-mail to discuss this matter in detail; however, we have been unable to reach him.  In addition, we also sent him a letter via the U.S. Postal Service on June 24, 2016, asking him to contact us directly.  We invite Mr. [redacted] to contact our office if his concerns remain unresolved.    On behalf of Sprint, I apologize for any inconvenience Mr. [redacted] may have experienced.  If Mr. [redacted] has any additional questions, he can contact me by calling the Sprint Executive & Regulatory Services department toll-free at [redacted]  I am available Monday, Tuesday, Thursday and Friday from 7:30 a.m. to 5:00 p.m., Central Time.      Sincerely,   [redacted] Executive Services Analyst Tell us why here...

June 19, 2017     Revdex.com 8080 Ward Parkway, Suite 401 Kansas City, MO  64114   Re:  Revdex.com Case [redacted]        Virgin Mobile USA Inquiry        ...

       Sprint Case [redacted]   To Whom It May Concern:   Sprint is in receipt of the above-referenced complaint of Mr. [redacted] regarding our Virgin Mobile USA (VMU) product.  We appreciate your assistance in bringing our customers’ concerns to our attention.  According to the information provided, Mr. [redacted] indicated that he purchased a device from the Home Shopping Network and began experiencing issues with the device. He further stated that he contacted VMU and was told that it was a tower issue, but he is unable to send and receive some texts and cannot forward pictures or large files. He requested that he be provided with a fully functioning device.   During our initial discussion with Mr. [redacted] on June 1, 2017, we extended an offer to replace his VMU device with a new model exchange. Mr. [redacted] accepted the offer.  As such, we ordered a Samsung J7 Perx on that same date.  We confirmed that Mr. [redacted] has received and activated the device.  In addition, we provided a one time credit of $35 to his VMU account to offset one month of service charges as final resolution to his account concerns.  Mr. [redacted] accepted our offer and stated that his concerns have been resolved.   On behalf of Sprint, I apologize for any inconvenience this issue may have caused Mr. [redacted]. If he has questions regarding this concern, Mr. [redacted] can contact me by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####; ext. [redacted].  I am available Monday, Tuesday, Thursday, and Friday from 7:30 a.m. to 5:30 p.m., Central Time.   Sincerely,   Shannon P. Executive Services Analyst

April 15, 2016
Revdex.com
8080 Ward Parkway, Suite 401
Kansas City, MO 64114
Re: Revdex.com Case [redacted]
Virgin Mobile USA Inquiry
Sprint Case [redacted]
To Whom It May Concern:
Thank you for forwarding the above-referenced inquiry 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 VMU to order an iPhone 6s Plus; however, when the package was received on February 29, 2016, it contained the wrong device. She further indicated that she immediately returned the package to VMU. On March 15, 2016, she contacted VMU Customer Care and was advised to allow 5-7 to receive a refund of $695.49 to her credit card for the returned device. At the time of the filing she had not received her refund.
After researching this matter it was determined that on March 18, 2016, received a chargeback for the disputed amount from Ms. [redacted]’ financial institution. Because we were able to verify receipt of the returned device the chargeback will not be disputed by VMU. As a result, VMU is no longer in possession of the funds associated with the purchase. We spoke with Ms. [redacted] on April 7, 2016, and explained that due to the chargeback, no refund is due. At that time she agreed to contact her financial institution to try and secure the funds. During a follow-up discussion with her on April 12, 2016, she verified that no further assistance is needed.
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 a.m. to 7 p.m., Central Time.
Sincerely,
Chris H.
Executive Services Analyst

July 1, 2016     Revdex.com 8080 Ward Parkway, Suite 401 Kansas City, MO  64114   Re: Revdex.com File [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].  We appreciate your assistance in bringing our customer’s concerns to our attention.  According to the information provided Ms. [redacted]’s service for the last year in the [redacted] community of Matthews County has become sporadic.  She advised that in the past year there have been periods of no service even when the weather is fine. She further stated that recently she was without service from 6pm to 10a.m., and when she contacted customer care she was told that she resides in a fair coverage area.  She further advised that she lives 1/2 mile from the nearest tower and requested that someone check into this matter.   We appreciate Ms. [redacted]’ taking the time to provide us with the details of her experience with our Virgin Mobile network coverage.  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 issues Ms. [redacted] may have experienced while attempting to resolve her coverage concerns.  We attempted to reach Ms. [redacted] on June 10, 15, and 20, 2016; however, we were unable to reach her. Further, a letter was sent to the address provided in the inquiry on June 20, 2016, inviting her to contact us. In order to address Ms. [redacted]’s coverage concerns, we will need more detailed information in order to investigate those matters.  We invite Ms. [redacted] to contact our office at her earliest convenience.   On behalf of Sprint, I apologize for any inconvenience this matter may have caused Ms. [redacted]. If she has further questions regarding this concern, Ms. [redacted] can contact me by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####, ext. [redacted].  I am available Monday through Friday from 8:30 a.m. to 4:30 p.m., Central Time.   Sincerely,   Shannon P. Executive Services Analyst

January 19, 2017   Revdex.com 8080 Ward Parkway, Suite 401 Kansas City, MO  64114   Re:  Revdex.com Case [redacted]        Virgin Mobile USA Inquiry        Sprint Case [redacted]   To Whom It May...

Concern:   Sprint is in receipt of the above-referenced inquiry for Mr. [redacted] regarding our Virgin Mobile USA (VMU) product.  We appreciate your assistance in bringing our customers’ concerns to our attention. In his inquiry, Mr. [redacted] expressed his concern regarding our device insurance vendor, eSecuritel. He explained that when he filed a claim for his stolen handset, he was denied because his Samsung Galaxy 7 was not enrolled in the insurance program, but his older non-functional device was still attached to his policy.  Because his phone was not replaced, he requested a refund of $733.99 for two months of service charges and the cost of the Samsung Galaxy S7 device he purchased.  On behalf of Sprint, I apologize for any inconvenience Mr. [redacted] may have experienced as a result of this matter.   Phone insurance is an optional add-on for $7 per month, and provides VMU customers with a cost efficient way to protect themselves against loss, damage, and wear and tear to their device that is not covered under the provisions of the limited one-year manufacturer’s warranty.  Phone insurance also has a non-refundable deductible that ranges from $20 up to $175 depending on the phone or plan model, per approved claim, which must be paid before replacement is shipped.  Further details regarding the phone insurance program and the provider, eSecuritel, is available on www.myphoneguardian.com, or by calling ###-###-####.    During our e-mail conversation with Mr. [redacted] on January 18, 2016, we explained the information detailed above.  We also explained that we are unable to issue a refund for his device due to this issue.  We further advised that eSecuritel confirmed that a claim has been filed; however, they are pending final documentation from him in order to complete his claim.  We do not have access to eSecuritel records and, therefore, we cannot access Mr. [redacted]’s equipment insurance claim.  However, should he require any further assistance with this matter we welcome him to contact us.   If Mr. [redacted] has any questions regarding this matter, he can contact me directly by calling 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