Integrated medical

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

[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]

---------- 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 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]

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

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 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

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

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

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

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...

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

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

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

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 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 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

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

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

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