Integrated medical

April 19, 2017

Revdex.com
8080 Ward Parkway, Suite 401
Kansas City, MO 64114

Re: Revdex.com File [redacted], Luai [redacted]
[redacted] USA Inquiry
Sprint Case [redacted]

To Whom It May Concern:
Sprint is in receipt of the above-referenced...

inquiry of Ms. Luai [redacted] regarding our [redacted] USA (VMU) product. In her complaint, Ms. [redacted] indicated she has an account balance of $232, her taxes have increased by 10 percent, and she does not receive bills. As such, she requested either a detailed monthly bill statement or a detailed breakdown of charges when logged into her account at our website, and an explanation of the tax increase. If these requests cannot be met she requested a refund for her account balance and to close her account.
Beginning January 1, 2016, the state of California implemented a Prepaid [redacted] Telephony Service (MTS) surcharge, and the rate has changed several times since that date. The MTS surcharge is currently broken down as follows: state MTS surcharge is 5.9 percent and the local MTS surcharge is 4.5 percent. On March 15, 2017, the total charge Ms. [redacted] paid in addition to her monthly rate plan was $2.08. For more information regarding this matter, she can access the California Board of Equalization website at [redacted], to find out details of the new rates.
Detailed billing with a breakdown of tax charges is not provided for prepaid services. Customers can view their account history and payments for the last three months by accessing their account online at www.[redacted]USA.com.
Regarding Ms. [redacted]’s request for a refund, our [redacted] Terms and Conditions explain that payments remitted to VMU for services are non-refundable. After reviewing the circumstances with finance, we agreed to extend a one-time exception and issue a refund for Ms. [redacted]’s six most-recent payments to her credit card.
We attempted to contact Ms. [redacted] at phone ending with [redacted] to discuss this matter in detail; however, Ms. [redacted] e-mailed us stating she prefers to discuss this matter over e-mail. Mr. [redacted] should be advised that in order to discuss the details of her account, to issue the refund and cancel her services, she must call us and be able to authenticate her account. As a result, we want to advise Ms. [redacted] to have her PIN and security information available when she contacts us.
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 through Friday from 8 a.m. to 5 p.m. Central Time.

Sincerely,
La Taushia L.
Executive Services Analyst

April 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 Dr. [redacted]...

[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, Dr. [redacted] he dropped the phone and the screen cracked. He submitted an online claim to eSecuritel who asked a question on the claim was a gradual damage situation. The customer stated that he did not check that box and stated that he dropped the phone. He was denied the claim. He is requesting that we honor the claim by replacing his device.
The device insurance program covers the handset, standard battery, and standard charger in the event of loss, theft, or damage. The monthly charge is $7, and a deductible applies depending upon the device type on approved claims. All claims are fulfilled with replacement wireless handsets of like kind and quality, which may be reconditioned.
We regret any difficulty Dr. [redacted] may have experienced while attempting to replace his broken device. During our discussion with Dr. [redacted] on April 11, 2016, we explained the information outlined above and advised that based upon that information, we are unable to identify any error on the part of Virgin Mobile regarding this matter. At that time, Mr. [redacted] advised that he has since taken his device to a local equipment repair center. As a courtesy, we offered to apply an credit to offset the costs of the repair. In addition, we requested Dr. [redacted] to send a copy of his receipt upon completion of the repair. Dr. [redacted] accepted the credit offer.
On April 14, 2016, we received the requested receipt and applied an account credit in the amount of $86. 58 to Dr. [redacted]’s VMU account. At that time, he had no further concerns regarding this matter.

On behalf of Sprint, I apologize for any inconvenience this issue may have caused
Dr. [redacted]. If he has additional questions regarding this concern, he can contact me by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####, ext. [redacted]. I am available Monday through Friday from 8:30 a.m. to 4: 30 p.m., Central Time.

Sincerely,
Shannon P.
Executive Services Analyst

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered]
Complaint: [redacted]
I am rejecting this response because:Here what he said to meDue to our being notified by the Revdex.com that you remain dissatisfied with our previous response, we are required to contact you again.  If there aren’t any new issues/concerns that you have at this time, I will inform the Revdex.com that although you disagree with the information we provided during our previous conversation this issue is closed.Mondrell G.Executive Services Analyst  Is he also works at Revdex.com? he just care about closed this case and he keeps saying this is solved. who the hell is he so he can says this case is solved and closed? This complain will not solve anytime. will satay here in recored so people can see how sprint and virgin steal USA people's information steal money. They always willing to try give a shot steal people money hack people's account. because if didn't work out well they always can say  SORRY.  and that's all.
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]

July 22, 2016     Revdex.com 8080 Ward Parkway, Suite 401 Kansas City, MO  64114   Re:  Revdex.com Case [redacted], [redacted]        Assurance Wireless Inquiry        Sprint Case [redacted]   To Whom It...

May Concern:   Sprint is in receipt of the above-referenced inquiry of Mr. [redacted] regarding our Assurance Wireless product.  We appreciate your assistance in bringing our customers’ concerns to our attention.  In his inquiry, Mr. [redacted] indicated that although he returned a defective device, his account was suspended because the returned device was not received.  He disputed that he has been given different prices for the cost of the non-returned device   Our records reflect that Mr. [redacted] contacted Assurance Wireless Customer Care on April 28, 2016, due to having issues with his device.  At that point, a replacement device was sent.  The device was received and activated on May 3, 2016.  Our records further reflect that the defective device has not been received back; as such, the account was suspended on June 14, 2016, due to non-return.  Mr. [redacted] was advised that he needed to pay $20 in order to cover the cost of the non-returned device, and if the device was later verified as received, his Assurance Wireless account would be credited that amount.   During our initial conversation with Mr. [redacted] on July 13, 2016, we provided the information detailed above.  However, as demonstration of our commitment to customer service excellence, we requested to have the account restored in order for Mr. [redacted] to continue using the service, and for our office to continue the investigation with the lost device.  Unfortunately, our follow-up attempts to contact Mr. [redacted] have been unsuccessful.  Although the device was not found, the account will remain restored permanently as a one time courtesy and due to any misunderstanding with the return device. As such, we feel this matter has been fully addressed.   We regret any inconvenience this matter may have caused Mr. [redacted].  If we can be of further assistance with this issue, Mr. [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

March 31, 2016
Revdex.com
8080 Ward Parkway, Suite 401
Kansas City, MO 64114
Re: Revdex.com Case [redacted], [redacted]
Assurance Wireless Inquiry
Sprint Case [redacted]
To Whom It May Concern:
Sprint is in receipt of the inquiry referenced above, filed by...

Mr. [redacted] regarding our Assurance Wireless product. We appreciate your assistance in bringing our customers’ concerns to our attention. In his inquiry, Mr. [redacted] indicated his device was lost or stolen and has not been able to have his device replaced due to Assurance Wireless not being able to validate his address.
Although we were previously unable to validate the physical address provided by Mr. [redacted] and had to make an exception, the United States Postal Service (USPS) has updated their records, and the address in question can now be validated. As such, we submitted an order and a replacement device was sent to Mr. [redacted] at the address provided. We are happy to inform you that Mr. [redacted] received and activated the device on March 22, 2016, and usage has been confirmed.
We regret any inconvenience this matter may have caused Mr. [redacted]. If we can be of further assistance with this issue, Mr. [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

February 16, 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.  In his complaint, Mr. [redacted] indicated he has met the requirements to unlock his device to use with a different service provider; however, when he contacted our Customer Care department, they were unable to unlock the device.  As such, Mr. [redacted] requested we unlock the device.   We regret any inconvenience Mr. [redacted] may have experienced as a result of his multiple contacts with no resolution for unlocking his device.  During our February 7, 2017, discussion with Mr. [redacted], we advised that his device had been unlocked successfully for domestic use.  Furthermore, we followed up with Mr. Nelson on February 16, 2017, and confirmed that he was able to use his device with another carrier.  Mr. Nelson expressed his satisfaction to our resolution.   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 [redacted], ext. [redacted].  I am available Monday through Friday from 10:30 a.m. to 6:30 p.m. Central Time.    Sincerely,   [redacted] Executive Services Analyst Tell us why here...

August 3, 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] indicated that he received a replacement device but has not been able to activate.  He is requesting to be called by a member of management to activate the device.   Our records reflect that Mr. [redacted]’ VMU account was activated on March 1, 2016, with the LG Tribute 2.  Our records further reflect that on July 13, 2016, Mr. [redacted] contacted VMU Customer Care to report issues with the battery on his device.  At this point, an order for a Kyocera Hydro Reach was submitted which was received and activated on July 14, 2016.    During our conversation with Mr. [redacted] on August 2, 2016, we provided the information detailed above. Mr. [redacted] confirmed that after he reset the Kyocera Hydro Reach his device is now working.  As a goodwill gesture, we applied a one-time credit of $35 to offset one month of service in addition to the $5 credit balance.  We are happy to inform that Mr. [redacted] agreed and confirmed satisfaction with our resolution.   We regret any inconvenience this matter may have caused Mr. [redacted].  If we can be of further assistance with this issue, Mr. [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. Sprint Executive Analyst

September 7, 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:   Sprint is in receipt of the above-referenced inquiry of Mr. [redacted] regarding our Virgin Mobile USA product.  In his inquiry, Mr. [redacted] expressed his concerns regarding his recent attempts to have VMU unlock his iPhone 5, citing that he paid in full for his device.  He further indicated that VMU provided him with a Master Subsidy Lock code for his phone that could not be used with a new service provider.  He requested that VMU unlock his iPhone 5 so that he can activate with the carrier of his choosing.   Unlocking a device is a general term that refers to one or more types of device unlocking.  MSL unlocking refers to providing an MSL code in order to disable software that sets device parameters and prevents the device from activation on a different network.  Unlocking also refers to enabling the SIM slot of your device to allow you to insert another carrier’s SIM card (either domestically or internationally).  Unlocking a device will not necessarily make a device interoperable with another carrier’s network.  In other words, a device designed for one network is not made technologically compatible with another network merely by unlocking it.  Additionally, unlocking a device may enable some functionality of the device but not all (e.g., an unlocked device may support voice services but not data services when activated on a different network).  Additional information about unlocking may be found at www.virignmobile.com/unlock.   VMU will unlock a device under the following circumstances: The device has not been reported as lost or stolen or otherwise flagged as ineligible to be unlocked The device has been active on the associated account for at least 12 months with the account active during that time During our discussion with Mr. [redacted] on August 24, 2016, we advised that we regret any possible misunderstanding that may have occurred regarding our handling of his request to unlock his device.  After an additional review of our records, we confirmed that Mr. [redacted]’ iPhone 5 associated with phone number XXX-XXX-[redacted] is eligible for MSL unlocking only.  Please note that we provided Mr. [redacted] with the MSL associated with his device on August 16, 2016.  We confirmed that although Mr. [redacted] has received his MSL for his device, he has been unable to successfully activate the device with another carrier.   In addition, although Mr. [redacted] confirmed that he disagrees with the information provided, we believe we have addressed his device related concerns.    On behalf of Sprint, I apologize for any inconvenience this matter may have caused Mr. [redacted].  If he has any further questions regarding this concern, he can contact me directly at by calling Sprint Executive & Regulatory Services department toll-free at ###-###-####, ext. [redacted].  I am available Monday through Friday from 9:30 a.m. to 5:30 p.m., Central Time.   Sincerely,   Marco M. Executive Services Analyst

October 7, 2016   Revdex.com 8080 Ward Parkway, Suite 401 Kansas City, MO  64114   Re:  Revdex.com Case [redacted]             Virgin Mobile USA (VMU) Inquiry        Sprint Case...

[redacted]   To Whom It May Concern:   Thank you for forwarding the above-referenced inquiry to the Sprint Executive & Regulatory Services department.  We appreciate your assistance in bringing our customers’ Virgin Mobile USA (VMU) concerns to our attention.  In his inquiry, Mr. [redacted] requested that his VMU branded iPhone SE device be unlocked for use with another carrier.    Unlocking a device is a general term that refers to one or more types of device unlocking. MSL unlocking refers to providing an MSL code in order to disable software that sets device parameters and prevents the device from activation on a different network.  Unlocking also refers to enabling the SIM slot of your device to allow you to insert another carrier’s SIM card (either domestically or internationally).  Unlocking a device will not necessarily make a device interoperable with another carrier’s network.  In other words, a device designed for one network is not made technologically compatible with another network merely by unlocking it.  Additionally, unlocking a device may enable some functionality of the device but not all (e.g., an unlocked device may support voice services but not data services when activated on a different network).  Additional information about unlocking may be found at [redacted].   VMU will unlock a device under the following circumstances:     The device has not been reported as lost or stolen or otherwise flagged as ineligible to be unlocked   The device has been active on the associated account for at least 12 months with the account active during that time   We regret any possible misunderstanding that may have occurred regarding the unlock request for this device.  However, after a review of our records, we have confirmed that the device associated with phone number ending with [redacted] is not eligible for DSU unlocking because it did not meet the 12 month requirement.    We spoke with Mr. [redacted] regarding his request on October 6, 2016, and explained the information detailed above.  We regret any inconvenience this matter may have caused him.  If he has any further questions or concerns regarding this matter he can contact me directly by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####, ext. [redacted].  I am available Monday through Friday from 7:30 a.m. to 3:30 p.m., Central Time.   Sincerely,   Tekiesha H. Executive Services Analyst

February 2, 2017       Revdex.com 8080 Ward Parkway, Suite 401 Kansas City, MO  64114   Re:  Revdex.com File [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 product. In his complaint, Mr. [redacted] indicated that his account reflected a positive balance of $165; however, his account was closed and the funds were removed from his account. Mr. [redacted] also stated the VMU Customer Care department sent him a device that can only be used on a monthly plan. As such, he is requested a refund and to restore his previous rate plan.    Our records reflect Mr. [redacted] subscribed to a grandfathered Pay-As-You-Go rate plan of 25/10 cents Minute2Minute.  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 a replacement device was sent out that was not compatible with his current Pay-As-You-Go rate plan.   During our February 2, 2017, discussion with Mr. [redacted], we provided the information outlined above.  In addition, we explained that our [redacted] Terms and Conditions explain that payments remitted to VMU for services are non-refundable. After reviewing the circumstances of the request, as a courtesy, we restored his VMU services on his grandfathered 25/10cents Minute2Minute Pay-As-You-Go plan and extended his next payment due date out until February 2, 2018, after restoring the $165 balance to his available account balance. We are pleased to report that Mr. [redacted] confirmed his satisfaction with the resolution provided.       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 8 a.m. to 5 p.m. Central Time.    Sincerely,   La Taushia L. Executive Services Analyst

---------- Forwarded message ----------From: [redacted]<[redacted]>Date: Sat, Mar 11, 2017 at 10:13 AMSubject: complaint of Virgin MobileTo: Revdex.com <[redacted]>Dear Revdex.com, problem was resolved to my satisfaction. Thank You so much...

Revdex.com.....again. Regards, [redacted]

August 10, 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 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] expressed his concern with his inability to submit an order for a new device via the VMU website.  Mr. [redacted] further stated that he received an error message each time he attempted to submit an order, and our VMU Customer Care representatives received the same error when they attempted to submit the order on his behalf.  He was informed by our Customer Care department that his concerns would be escalated to our back office team and he would receive a call back; however, he has not been contacted.  In addition, he stated that even though the orders did not go through he has pending charges for the orders on his credit cards.  Mr. [redacted] requested that we process and order for an iPhone SE device and clear any other pending charges related to the failed order attempts.    During our July 24, 2017, conversation with Mr. [redacted], we attempted to submit and order for the device; however, we were unable to process the order due to system a limitation.  Therefore, we informed Mr. [redacted] we would escalate his concerns to our management team for further investigation.  During our follow-up conversation with Mr. [redacted] on July 27, 2017, we informed him that we are unable to process an order because his billing address is not in our coverage area.  As such, we requested that he provide us with alternative method of payment with a different address in order for us to process the order, or he could go to an Apple store and purchase the device.  We are pleased to inform you that we received e-mail correspondence from Mr. [redacted] on August 8, 2017, and he confirmed that he purchased an iPhone SE at the Apple store.  In addition, he confirmed that the pending charges for the previous device order attempts have been deleted from his card. As such, we believe this matter has been fully resolved.   We regret any inconvenience this matter may have caused Mr. [redacted].  If he has questions regarding this issue he may contact me directly by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####, ext. [redacted].  I am available Monday through Friday between 7 a.m. and 3:30 p.m., Central Time.   Sincerely,   Kendra [redacted] 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.]
To Whom it may concern:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I have spoken by telephone with [redacted] at Sprint Executive Services and he has assisted me in getting this matter fully resolved. Thank you for your assistance in bringing this matter to the attention of the corporate offices.   
Regards,
[redacted]

September 21, 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 his inquiry, Mr. [redacted] indicated that he is experiencing issues with the alarm feature on his device.  He requested assistance with securing a replacement device with a working alarm feature.   During our discussion with Mr. [redacted] on September 15, 2016, we advised that VMU devices are covered under a one year manufacturer’s warranty.  As such, we agreed to provide him with a replacement Alcatel OneTouch Elevate device.  During a follow-up discussion with Mr. [redacted] on September 20, 2016, we verified that he received and activated the device, and that all features are working to his expectations.  As a result, he requires no further assistance with 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 8:30 a.m. to 4:30 p.m., Central Time.   Sincerely,   Donnetha C. Executive Services Analyst

January 27, 2017     Revdex.com 8080 Ward Parkway, Suite 401 Kansas City, MO  64114   Re:  Revdex.com Case [redacted]        Virgin Mobile Inquiry         ...

       Sprint Case [redacted]   To Whom It May Concern:   Sprint is in receipt of the above-referenced complaint of Ms. [redacted].  We appreciate your assistance in bringing our customer’s Virgin Mobile USA (VMU) concerns to our attention.  In the information provided, Ms. [redacted] stated that she purchased an IPhone 5S device in 2016 from VMU in the amount of $269.99.  She explained that the device stopped working at the end of November or early December 2016. She further stated that she contacted VMU Customer Care and followed the basic troubleshooting steps, but it did not resolve her "No service" issue that the device displayed. She also stated that she was informed that the towers in her area were being repaired, but Ms. [redacted] indicated that this issue persisted everywhere she traveled in the state of Georgia. She advised that because she has since switched to Sprint and was given a $100 service credit she would like VMU to provide her the remaining balance of $169.99 that she paid for the device and the month of service to total $204.99.   We regret any inconvenience Ms. [redacted] may have experienced while attempting to resolve her equipment concerns.  We attempted to reach Ms. [redacted] at the telephone number and email address provided in her inquiry on January 9, 12, 17, and 24, 2017; unfortunately, we were unsuccessful in speaking with her.  In addition, we sent her a letter via U.S. Mail to the address listed in her inquiry on January 17, 2017.  We invite Ms. [redacted] to contact our office directly to discuss these matters in detail.   On behalf of Sprint, I apologize for any inconvenience these matters may have caused Ms. [redacted].  If she has further questions regarding this concern, 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,   Shannon P. Executive Services Analyst

September 28, 2016   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:   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 Assurance Wireless concerns to our attention.  In his inquiry, Mr. [redacted] indicated that he believes that minute increments are rounded up when his usage is calculated.  He also advised that he is experiencing issues with his device.   During our discussion with Mr. [redacted] on September 23, 2016, we explained that when airtime is calculated minutes are rounded up.  We further explained that he may keep track of his usage by accessing his account online, or by utilizing the features included on his device.  In addition, to address his equipment concerns we sent him a replacement device on September 23, 2016.  During a follow-up discussion with him on September 27, 2016, we assisted with the activation of his replacement device.  Mr. [redacted] 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 7:30 a.m. to 3:30 p.m., Central Time.   Sincerely,   TekieshaH. Executive Services Analyst

September 9, 2016   Revdex.com 8080 Ward Parkway, Suite 401 Kansas City, MO  64114   Re:  Revdex.com Case [redacted], [redacted]        Assurance Wireless Inquiry        Sprint Case [redacted]   To Whom It May...

Concern:   Thank you for forwarding the above-referenced inquiry to the Sprint Executive & Regulatory Services department.  We appreciate your assistance in bringing our customers’ Assurance Wireless concerns to our attention.  In her inquiry, Ms. [redacted] indicated that her Lifeline benefit with Assurance Wireless was removed when she was in the process of securing Lifeline services with another provider.  She advised that she purchased airtime to use, but her services were terminated before she had an opportunity to use the airtime she purchased.  As a result, she requested a refund for the airtime she purchased and was unable to use.   Using the information provided in her complaint we were unable to locate an Assurance Wireless account for Ms. [redacted].  We attempted to reach her at the phone number and e-mail address provided in her inquiry on August 18, 24, and 29, 2016, offer our assistance; however, we were unable to reach her.  In order to assist Ms. [redacted] we will need to speak with her to obtain her account information and verify the PIN for her account.    We regret any inconvenience this matter may have caused Ms. [redacted] and encourage her to contact our office if further assistance is needed.  If she has 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 7:30 a.m. to 3:30 p.m., Central Time.   Sincerely,   Tekiesha H. Executive Services Analyst

July 6, 2016     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 placed an order for a new iPhone 5s on June 9, 2016.  She further indicated that she did not receive the package and requested a refund of the $223.99 she paid for the device.  At the time of her filing she had not received a refund.   During our initial discussion with Ms. [redacted] on June 20, 2016, we advised that we would research her concern and follow up with her.  During a follow up discussion with her on June 28, 2016, we advised that an order was located and that a refund would be issued as soon as the device was located.  Our follow up determined that a refund was issued to her credit card ending with [redacted] in the amount of $223.99 on June 25, 2016.  We attempted to reach Ms. [redacted] on July 6, 2016, to verify her receipt of the refund.  Although we were unable to reach her we are confident that this matter has been fully resolved.   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 7 a.m. to 4 p.m., Central Time.   Sincerely,   [redacted]. Executive Services Analyst