Integrated medical

June 7, 2017       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. According to the information provided,             Mr. [redacted] expressed dissatisfaction with ordering equipment online, paying extra for express shipping and not receiving the device. He stated he verified that the equipment was returned to VMU, but he received no explanation why and he has not received a refund. As such, he requested that we explain what happened to his order.    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 attempted to contact Mr. [redacted] at phone number ending with [redacted] and via e-mail on May 17, 19 and 22, 2017, 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 May 25, 2017, asking him to contact us directly.  This order was verified to have been closed and the package returned to us due to fraud reasons; however, in order to discuss the details of the matter we will need to speak with Mr. [redacted] directly.  We invite Mr. [redacted] to contact our office if his concerns remain unresolved.    On behalf of Sprint, I regret any inconvenience Mr. [redacted] may have experienced as result of these matters.  If he has any additional questions regarding these issues, he can contact me by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####, ext. [redacted]. I am available Monday through Friday from 8 a.m. to 5 p.m. Central Time.    Sincerely,   La Taushia L. Executive Services Analyst

February 19, 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 Executive & Regulatory Services department is in receipt...

of the above-referenced inquiry of
Ms. [redacted] regarding our Virgin Mobile USA ([redacted]) product. We appreciate your assistance in bringing our customers’ concerns to our attention. In her inquiry, Ms. [redacted] expressed her concerns regarding her recent interaction with our Customer Care representatives when attempting to address her equipment concerns, citing that [redacted] discovered that the manufacturer sent her a Virgin Mobile Custom (VMC) phone. She indicated that she has a [redacted] Awe phone which she was misinformed about her phone and service plan. She requested an apology and a solution. On behalf of Sprint, I apologize for any inconvenience Ms. [redacted] may have experienced as a result of this matter.
We appreciate Ms. [redacted]’s taking the time to provide us with the details regarding her recent 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 delays Ms. [redacted] experienced while attempting to activate her [redacted] device. During a previous conversation with Ms. [redacted] on February 11, 2016, we offered to send her a new VMC phone of the same make and model with a return label so that she can send back her [redacted] Awe to our [redacted] warehouse, which she accepted. In addition we will compensate her for the time she was without her phone service.
During our recent follow-up call February 16, 2016, discussion with Ms. [redacted], she confirmed receipt of her new VMC device and we proceeded with the activation. As a resolution, we applied a one-time credit of $69 that will offset two months of her service charges on her account. We are pleased to inform you that Ms. [redacted] indicated that this matter has been fully resolved to her satisfaction.
If Ms. [redacted] 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 10:30 a.m. to 6:30 p.m., Central Time.
Sincerely,
Donnetha C.
Executive Services Analyst

---------- Forwarded message ----------From: [redacted] <[redacted]>Date: Fri, May 19, 2017 at 8:54 PMSubject: Re: You have a new message from the Revdex.com of Greater Kansas City in regards to your complaint #[redacted].To: Revdex.com...

<[redacted]>Hi, my name is [redacted] and just like to tell you Virgin Mobile contact me already and we are solved the problem already so you can close this case and thank you so much for your help.

December 14, 2016   Revdex.com 8080 Ward Parkway, Suite 401 Kansas City, MO  64114   Re:  Revdex.com Case [redacted]        Boost Mobile 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 Boost Mobile concerns to our attention.  In his inquiry, Mr. [redacted] indicated that after making a price plan change, the change took effect immediately and he was charged twice for services.  As such, he requested a refund for one of his payments.   We spoke with Mr. [redacted] on December 6, 2016, and verified two payments were posted on his account on December 3, 2016, we agreed to forward his request to our Finance department for further review.  After our review was completed we verified on December 13, 2016, he received a refund in the amount of $44.14 for the duplicate payment. Mr. [redacted] expressed his understanding and his satisfaction with our resolution to this matter.   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 10 a.m. to 7 p.m., Central Time.   Sincerely,   Christopher H. Executive Services Analyst

May 20, 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 has received three replacement devices from VMU because the devices that he has received began malfunctioning a few weeks after he received each device.  He further stated that our representatives failed to inform him that he would have to change his plan prior to him receiving the third replacement device, citing that the device sent was a different model and was not compatible with his plan.  In addition, he stated that his current device began malfunctioning one month after he received the device, and after multiple troubleshooting steps our representatives have been unable to address his device concerns.  As such, Mr. [redacted] requested that VMU repair his device through remote access to his device.   Our records reflect that Mr. [redacted]’s device was initially replaced on September 9, 2015, due to his device malfunctioning.  Our records further reflect that Mr. [redacted] contacted our VMU Customer Care department on November 4, 2015, and stated that his replacement device was malfunctioning.  As a result, our representatives submitted an order for a new device model and applied a $30 credit to Mr. [redacted]’s account to offset his service plan costs for one month.  Mr. [redacted] subsequently contacted our Customer Care department on November 7, 2015, and requested to change his service plan.  Mr. [redacted] contacted our Customer Care department again on November 11, 2015, and stated that he received the new device and requested assistance with activating his new device.  At that time, Mr. [redacted]’s new device was activated and his service plan was changed again at his request.   During our May 9, 2016, conversation with Mr. [redacted], we provided the information outlined above.  At that time, he requested that VMU access his device remotely in order to repair his malfunctioning device.  We informed Mr. [redacted] that due to system limitations we are unable to repair his device remotely; however, we offered to send Mr. [redacted] a new device.  During our supplemental conversation with Mr. [redacted] on May 10, 2016, he confirmed that he received the new device and we assisted him with activating the device.  We are pleased to inform you that Mr. [redacted] confirmed that the device is working properly and he has no additional concerns at this time.   On behalf of Sprint, I apologize for any inconvenience this matter may have caused Mr. [redacted].  If he has questions regarding this issue he 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

April 25, 2017       Revdex.com   8080 Ward Parkway, Suite 401 Kansas City, MO  64114   Re:  Revdex.com Case [redacted] D. [redacted]        [redacted] Mobile USA Inquiry        Sprint Case [redacted]...

  To Whom It May Concern:   Sprint is in receipt of the above-referenced inquiry of Mr. [redacted] D. [redacted] regarding our [redacted] Mobile USA (VMU) product. We appreciate your assistance in bringing our customers’ concerns to our attention.  In the information provided, Mr. [redacted] stated he purchased a VMU device for Mr. [redacted]’s Assurance Wireless account.  After attempting to activate the device it was determined that it is not compatible with the Assurance Wireless account.  As such, he returned the device on March 22, 2017, but has not yet received a refund.      Our records reflect that VMU received a device order on March 16, 2017, which was delivered and received on March 21, 2017.  Our records further reflect that Mr. [redacted] contacted Assurance Wireless Customer Care on March 21, 2017, to activate the device; however, he was informed the device was not compatible with Mr. [redacted]’s Assurance Wireless account. Mr. [redacted] contacted Assurance Wireless Customer Care on March 29, 2017, and advised he was going to return the device on March 30, 2017.    During our initial conversation with Mr. [redacted] on April 19, 2017, we provided the information detailed above.  In addition, we informed him that the device was confirmed received on April 6, 2017; as such, a refund was requested.  Mr. [redacted] agreed to continue working with our office and requested to contact Mr. [redacted] to provide the refund information. During our follow-up conversation with Mr. [redacted] on April 21, 2017, we informed him that a $52.64 refund was processed to the credit card used to purchase the device on April 18, 2017.  Mr. [redacted] confirmed his satisfaction with our resolution.   We regret any inconvenience this matter may have caused Mr. [redacted] and Mr. [redacted].  If we can be of further assistance with this issue, they 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

July 10, 2017   Revdex.com 8080 Ward Parkway, Suite 401 Kansas 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 Mr. [redacted] regarding our Assurance Wireless product.  We appreciate your assistance in bringing our customers’ concerns to our attention. . In the information provided, Mr. [redacted] stated that he has had numerous issues with his Assurance Wireless device, and that he has had three replacements. Finally, he was advised that due to the numerous times that he has had replacements, he would be sent a smart phone at no additional cost. Mr. [redacted] stated that instead he received the same model phone that he previously had.  As such, he contacted the Assurance Wireless Customer Care team and was then advised that he was provided inaccurate information, and that there is a $25 charge to upgrade to an Android device.  Mr. [redacted] requested that he be provided what was promised to him because he cannot depend on the device that he has been sent.   We regret any difficulty Mr. [redacted] may have experienced while attempting to resolve his Assurance Wireless device concerns.  During our initial discussion with Mr. [redacted] on June 29, 2017, we advised that at this time we are not providing existing customers with Android devices as replacements. However, we will conduct an investigation in regards to what he was advised by our Customer Care team.    During a follow-up call to Mr. [redacted] on July 5, 2017, we advised via voicemail that due to the results of our investigation, we have ordered an Android device at no cost as a replacement. Mr. [redacted] contacted our office on July 6, 2017, requesting assistance with activation of his replacement device. At that time, Mr. [redacted] confirmed that his device issues were resolved and he had no further concerns regarding this matter.      On behalf of Sprint I apologize for any inconvenience this matter may have caused Mr. [redacted].  If he has additional concerns regarding this matter, he can contact me by calling Sprint Executive & Regulatory Services department toll-free at ###-###-####, ext. [redacted].  I am available Monday, Tuesday, Thursday, and Friday between 7:30 a.m. and 5:30 p.m., Central Time.     Sincerely,   Shannon P. Executive Services Analyst

April 20, 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]. We...

appreciate your assistance in bringing our customer’s Virgin Mobile USA (VMU) concerns to our attention. According to the information provided, Ms. [redacted] indicated that she attempted for 3 hours to purchase equipment on the VMU website without success. She further stated that she contacted VMU Customer Care and was advised that the phones she selected were out of stock. In addition, Ms. [redacted] stated that she would like the phone at the sale price when it is available, and that if the device is out of stock, VMU should not advertise it on the website, or it should reflect as out of stock.
We appreciate Ms. [redacted]’s taking the time to provide us with the details of her experience with our VMU customer service personnel and our VMU website. 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 inconvenience Ms. [redacted] may have experienced as a result of her failed attempts to place a device order. During our e-mail discussions with Ms. [redacted] on April 11, 12 and 19, 2016, we advised that we will forward her feedback to the appropriate management team. Ms. [redacted] advised that because she was unable to order a device and our Customer Care team would not honor the sale price once the device became available, she activated service with another cell phone provider. We explained that we regret that we lost her business, and if she chooses to return to Virgin Mobile, we offered her to assist with the activation of services. We confirmed that her VMU account was canceled on April 13, 2016. Ms. [redacted] stated that she would contact our office directly if she does wish to activate services with VMU.
On behalf of Sprint, I apologize for any inconvenience this matter may have caused Ms. [redacted]. If she has questions regarding this matter, 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

[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 reasonably satisfactory to me. 
Although Virgin Mobile did not provide the reimbursement as indicated within that time frame, the Sprint representative left me a message when I was out of town, indicating that he had personally taken action to credit me with the $50 credit because Virgin Mobile did not do so within that time frame.  I tried to call him back but he was unavailable when I called.  In any case, the credit was applied as follows: $25 toward the account balance and $25 toward the next month's payment.  I do not wish to pursue this matter further.
Regards,
R Kris

February 23, 2017       Revdex.com 8080 Ward Parkway, Suite 401 Kansas City, MO  64114   Re:  Revdex.com File [redacted]        Assurance Wireless Inquiry           Sprint Case [redacted]                       To Whom It May Concern:   Sprint’s Executive & Regulatory Services department is in receipt of the above-referenced inquiry of Ms[redacted] regarding our Assurance Wireless product.  We appreciate your assistance in bringing our customer’s concerns to our attention and regret the circumstances that led to Ms. [redacted] contacting your office again.  In the information provided Ms. [redacted] stated she rejected our response because she has not applied to another Lifeline provider.    During our initial conversation with Ms. [redacted] on February 6, 2017, we explained that on February 10, 2017, NLAD confirmed their records support that she enrolled with another carrier in early February, 2017.     We contacted Ms. [redacted] on February 22, 2017 via e-mail and explained that for specific information she will need to contact NLAD directly at [redacted], and press option 1 for assistance.  In addition, any further inquiries regarding this matter will be met with the same response as we are unable to provide any additional information.    On behalf of Sprint, I regret any inconvenience Ms. [redacted] may have experienced as result of this matter.  If she has any additional questions, she 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 5:30 p.m. Central Time.    Sincerely,   [redacted] . [redacted] Executive Services Analyst

November 16, 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 Mr. [redacted] regarding our Virgin Mobile USA (VMU) product. In his complaint, Mr. [redacted] indicated he resides at an address that is listed as fair coverage; however, he indicated his services are almost non-existent.  As such, he requested a signal booster to provide him with better coverage, or compensation on his account until the issue is resolved.   We regret any inconvenience Mr. [redacted] may have experienced as a result of his coverage issues.  During our discussion with Mr. [redacted] on November 7, 2016, we advised Mr. [redacted] that due to his location being listed as fair coverage, he may experience problems with his services due to our coverage not being able to reach his address adequately.  In addition, due to the address provided being his home address, we do not guarantee coverage indoors, nor do we troubleshoot such issues.  Mr. [redacted] requested a signal booster to be provided; however, we do not provide any products for VMU that would boost his signal indoors.  Due to Mr. [redacted] being a new customer, we provided him with a $40 credit to offset one month of service charge and allow him to see if he would like to stay with VMU, or change service providers as we cannot provide the coverage he is requesting.  We have confirmed that our offer has met Mr. [redacted]’s satisfaction.   On behalf of Sprint, I regret any inconvenience Mr. [redacted] may have experienced as result of this matter.  If he has any additional questions regarding this issue, he 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,   [redacted] H. Executive Services Analyst

March 21, 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 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 he paid $80 for one year of services with VMU, but he is unable to make calls. He indicated that the issue has persisted since February 14, 2016. He requested that the issue be corrected so he can place calls and a credit for no service from February 14, 2016, through the date the matter is resolved.
We are pleased to inform you that as of March 18, 2016, the issue has been resolved. We spoke with Mr. [redacted] on that date and he verified that services are working properly. We applied a credit to his account for $20 due to the time he was negatively impacted by this issue, and extended his next payment date to June 1, 2017. He verified that his concerns have now been resolved to his satisfaction.
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 10 a.m. to 7 p.m., Central Time.
Sincerely,
Chris H.
Executive Services Analyst

June 8, 2017       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 that she called our Customer Care department multiple times and attempted to set up and pay for her monthly service plan; however, assistance was not provided.  As such, she requested a credit to her account and to be able to use service.   During our conversation with Ms. [redacted] on June 1, 2017, we confirmed that her service is active and all issues have been resolved. We informed her we will address the poor customer service received by the Customer Care representatives she spoke with, and we informed her that we appreciate her taking the time to provide us with the details of her experience with our Customer Care representatives.  We are continually striving to improve the quality of service provided to our customers.  We assured her that we value her feedback and that these concerns have been forwarded to the appropriate managerial staff for further review. As a courtesy, we applied a $35 credit to her account to offset one month of services charges.  Ms. [redacted] confirmed her satisfaction with the resolution provided.     On behalf of Sprint, I apologize for any inconvenience Ms. [redacted] experienced regarding 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 through Friday from 8 a.m. to 5 p.m. Central Time.    Sincerely,   La Taushia L. Executive Services Analyst

May 16, 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 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 purchased a device and service for her son, but learned that VMU does not have coverage at her son’s address.  She indicated that she was promised a refund of the $30 she paid for service, but had not received the refund at the time of her filing.   We spoke with Ms. [redacted] regarding this matter on May 13, 2016, and advised that a refund of $32.40 was processed for unused services on April 27, 2016.  Using her bank statement, Ms. [redacted] was able to verify receipt of the refund on April 28, 2016.  She verified that she has no additional concerns at this time.   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 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.
Regards,
[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.
Regards,
[redacted]

Hello:I just spoke with [redacted] from Sprint Executive Offices. She has advised me that I will be receiving a full refund, as a result in the claim I've filed with the Revdex.com.  I'm elated, and thankful that my issue was resolved so quickly.  [redacted] and Sprint Executive...

Offices have restored my faith in their company, and in customer service as a whole.Please consider this my request to close this complaint.  Thank you so much for your intervention. Without the Revdex.com, I would have been just another face in the crowd. We are blessed in this country, to be able to cry out for help when big business does the wrong thing.  I'm thankful that the Revdex.com is the one to call on. I'm in great appreciation!Sincerely,[redacted]

January 11, 2016
[redacted]
Revdex.com
8080 Ward Parkway, Suite 401
Kansas City, MO 64114
Re: Revdex.com Case [redacted]
Virgin Mobile USA Inquiry
Sprint Case 2187423
Dear Ms. [redacted]:
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 despite numerous calls to customer care she was unable to get her account closed. She requested confirmation that her VMU account is closed and in final status.
During our discussion with Ms. [redacted] on January 8, 2016, we completed her request to close her account. We advised that her phone number is lost once the account is closed and she expressed her understanding. We regret any inconvenience delays in processing this request may have caused Ms. [redacted].

We appreciate Ms. [redacted]’s feedback regarding her recent customer service experiences. Please be assured that the details of her concern will be shared with the appropriate managerial staff. If Ms. [redacted] 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 26, 2017       Revdex.com 8080 Ward Parkway, Suite 401 Kansas City, MO  64114   Re:  Revdex.com File [redacted], [redacted]       Virgin Mobile USA (VMU) Inquiry        Sprint Case...

[redacted]                    To Whom It May Concern:   Sprint is in receipt of the above-referenced inquiry of Ms. [redacted] regarding our Virgin Mobile USA (VMU) product. According to the information provided, Ms. [redacted] expressed her dissatisfaction with the level of customer service she received from our Customer Care representatives while attempting to address her device concerns, citing that she is currently having issues with her phone malfunctioning and has not been able to speak with our technical support to have her device replaced under the manufacturer’s warranty. As such, she requested a replacement device and a credit to be applied to her account.      During our conversation with Ms. [redacted] on June 16, 2017, she advised us that she sent the device to the manufacturer to address the manufacturer’s warranty. We advised her that we appreciate her taking the time to provide us with the details of her experience with our Customer Care representatives.  We are continually striving to improve the quality of service provided to our customers.  We assured her that we value her feedback and that these concerns have been forwarded to the appropriate managerial staff for further review. We also informed Ms. [redacted] if she finds that ZTE has not addressed her concerns to her satisfaction, we welcome her to contact our office for additional assistance.  As a satisfaction to the complaint brought forth, we applied a $35 account credit to off set one month’s service charges.  Ms. [redacted] confirmed satisfaction with the resolution brought forth.    On behalf of Sprint, I regret any inconvenience Ms. [redacted] may have experienced as result of these matters.  If she has any additional questions regarding these issues, she can contact me by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####, ext. [redacted]. I am available Monday through Friday from 8 a.m. to 5 p.m. Central Time.    Sincerely,   La Taushia L. Executive Services Analyst

December 28, 2015   Revdex.com 8080 Ward Parkway, Suite 401 Kansas City, MO 64114   Re:  Revdex.com Case [redacted], [redacted]        Virgin Mobile 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.  In the information provided, Mr. [redacted] stated that he was informed that he may purchase a new device by using his existing account balance on his VMU account. Mr. [redacted] cited that he has attempted to purchase a device at multiple retail locations but has been informed that he is unable to utilize his current VMU account balance to do so.  Mr. [redacted] requested that VMU allow him to use his current account balance to purchase a purchase a new VMU device.    We regret any delay Mr. [redacted] may have experienced while attempting to purchase a new VMU device. As stated in our terms and conditions of service VMU customers may utilize their cash balance to purchase any device with the exception of any Apple product up to a $400 maximum.  At this time current cash balance is not available via the web.  Customers who want to use their cash balance to purchase a device need to call into Care to have the order processed.   During our December 21, 2016, conversation with Mr. [redacted] we provided the information outlined above.  Therefore, we assisted Mr. [redacted] with placing a new equipment order for a Samsung Galaxy J3 device using his existing account balance.  During our subsequent conversation with Mr. [redacted] on December 23, 2016, he confirmed that he has received his new device and that all of his account concerns have been resolved to his satisfaction.   On behalf of Sprint, I apologize for any inconvenience this matter may have caused Mr. [redacted].  If he has further concerns regarding this matter he may contact me by calling the Sprint Executive & Regulatory services department toll-free at ###-###-####, ext. [redacted].  I am available Monday through Friday from 8 a.m. to 5 p.m., Central Time. Sincerely,   Mondrell G. Executive Services Analyst