Integrated medical

September 9, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , Rebuttal, [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 rebuttal, Mr [redacted] indicated that he is rejecting our response due to his initial request of transferring his balance to another account; however, he does not have an account to transfer the balance to As such, Mr [redacted] requested the refund to be provided We spoke with Mr [redacted] regarding this matter on September 2, 2016, and explained that per the VMU Terms and Conditions, service payments are not refundable; however, we agreed to submit his refund request to our Finance department for review A review of his refund request determined that we resumed his account on December 2, 2015, and added a credit of $Account credits are non-refundable Furthermore, per our Terms and Conditions all service payments are non refundable As such, we have denied his request for a refund We attempted to reach Mr [redacted] on September and 8, 2016, to communicate our response; however, we have been unable to reach Mr*** We regret any inconvenience this matter may have caused Mr*** 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*** I am available Monday through Friday from 10:a.mto 6:p.m., Central Time Sincerely, Chris HExecutive Services Analyst

August 31, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] Virgin Mobile USA Inquiry Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of Ms [redacted] regarding our Virgin Mobile USA (VMU) product We appreciate your assistance in bringing our customers’ concerns to our attentionIn the information provided, Ms [redacted] expressed her concerns regarding her equipment purchase that would not activate The phone was replaced by the manufacturer Apple and she returned the phone she initially purchased through VMU back to Apple Regrettably, the new iPhone 5s could not be activated so she decided to return the device for a refund and end her services She requested to return the device and obtain a refund of $ On behalf of Sprint, I apologize for any inconvenience Ms [redacted] may have experienced as a result of this matter During our conversation with Ms [redacted] on April 30, 2016, she confirmed receipt of her refund in the amount of $that was processed back to her credit card ending with *** We are pleased to inform that her refund request has been resolved and she no longer requires further assistance from our office 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 8:a.mto 5:p.m., Central Time Sincerely, Donnetha CExecutive Services Analyst

August 30, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] Boost Mobile Inquiry Sprint Case [redacted] To Whom It May Concern: Sprint’s Executive & Regulatory Services department is in receipt of the above-referenced inquiry of Mr [redacted] regarding our Boost Mobile productWe appreciate your assistance in bringing our customers’ concerns to our attention According to the information provided, Mr [redacted] stated that he purchased a used device and switched to a new monthly service plan, however he was advised that he needed to Tin order to use his monthly planHe requested that we review his billed charges During our discussion with Mr [redacted] on August 17, 2017, we reviewed his account and his billing concerns brought forth Our records reflect that Mr [redacted] ’s account is on the $unlimited with 5GB of high speed data On August 1, 2017, Mr [redacted] remitted a $service payment for his monthly servicesHe received a notification that a service payment was required, so he made an additional $payment on August 8, Mr [redacted] stated that it was not a service payment notification but a message that he did not have sufficient funds on his account balance in order to download As a result he was not able to download picture mail; therefore, we agreed to forward his information to our technical team for review However; their attempts to contact Mr [redacted] on multiple occasions to discuss his picture mail concerns were unsuccessful As such, we welcome Mr [redacted] to contact us at his earliest opportunity so that we can further address his equipment concern We regret any inconvenience these matters may have caused Mr [redacted] If we can be of further assistance with these issues, we invite him to contact me directly by calling the Sprint Executive & Regulatory Services department toll-free at [redacted] , ext*** I am available Monday through Friday between a.mand p.m., Central Time Sincerely, [redacted] *Executive Services Analyst

May 24, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , Ms [redacted] Virgin Mobile USA Inquiry Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of Ms [redacted] regarding our Virgin Mobile USA (VMU) product In her inquiry Ms [redacted] stated that due to an error with our website she was charged for three separate device orders Ms [redacted] cited that she was not provided a confirmation number or e-mail stating that her orders were processed successfully, which led to her placing multiple ordersShe requested a refund of $2, We regret any delay Ms [redacted] may have experienced while attempting to obtain a refund for her recent equipment orders Our records reflect that three equipment orders were processed in our system for Ms [redacted] on May 13, 2016, for $each We are pleased to inform you that on May 18, 2016, we confirmed the devices associated with Ms [redacted] ’ s referenced equipment orders were received in our warehouse, and a refund in the amount of $was processed to her credit card for each of the three orders During our May 18, 2016, conversation we provided the information outlined above Ms [redacted] confirmed her satisfaction with actions taken by our office to address her concerns Unfortunately, our subsequent attempts to contact Ms [redacted] on May 23, and 2016, to confirm her receipt of the referenced refunds were unsuccessful; however, we believe that we have fully resolved her equipment related concerns On behalf of Sprint, I apologize for any inconvenience this matter may have caused Ms [redacted] If she has further concerns regarding this matter or if she does not receive her refund, she may contact me by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####, ext***I am available Monday through Friday from a.mto p.m., Central TimeSincerely, Mondrell GExecutive Services Analyst

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Assumed Answered] Complaint: [redacted] I am rejecting this response because: Regards, [redacted]

July 22, Revdex.com Ward Parkway, Suite Kansas City, MO 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, 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 $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 follattempts 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 deviceAs 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*** I am available Monday through Friday between 7:a.mand 3:p.m., Central Time Sincerely, Veronica BExecutive 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 representativeAs 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 certainMy concern also is with the service representatives I spoke with on April 21st who insisted that I had indicated that I wanted the shipment to arrive on April 23rdThere was a solution that several described but no one was willing to check with their supervisor to do so Regards, [redacted] ***

April 13, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case 11299899, [redacted] Virgin Mobile USA Inquiry Sprint Case To Whom It May Concern: Thank you for forwarding the above-referenced inquiry to the Sprint Executive & Regulatory Services departmentWe appreciate your assistance in bringing our customers’ Virgin Mobile USA (VMU) concerns to our attentionIn his inquiry, Mr [redacted] requested that his VMU branded iPhone be unlocked for use with another carrier Unlocking a device is a general term that refers to one or more types of device unlockingMSL 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 networkUnlocking 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 networkIn other words, a device designed for one network is not made technologically compatible with another network merely by unlocking itAdditionally, unlocking a device may enable some functionality of the device but not all (e.g., an unlocked device may support voice services but not data services when activated on a different network)Additional information about unlocking may be found at www.virginmobileusa.com/unlock 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 months with the account active during that time We regret any possible misunderstanding that may have occurred regarding the unlock request for this deviceHowever, after a review of our records, we have confirmed that the device associated with phone number ending in is eligible for MSL unlockingPlease note that the MSL Unlock code was provided to Mr [redacted] on March 30, We are unable to provide any assistance with activating the device on another provider’s network 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 1-855-848-3280, ext***I am available Monday through Friday from a.mto p.m., Central Time Sincerely, [redacted] * Executive Services Analyst

September 1, [redacted] Revdex.com [redacted] Re: Revdex.com Case [redacted] , [redacted] Virgin Mobile USA Inquiry Sprint Case [redacted] Dear Ms [redacted] : Sprint is in receipt of the above-referenced inquiry of Ms [redacted] regarding our Virgin Mobile USA (VMU) productWe appreciate your assistance in bringing our customers’ concerns to our attentionIn her inquiry, Ms [redacted] expressed her dissatisfaction with the level of service she received when attempting to address her service and equipment replacement concerns, citing that after purchasing a new phone which she can hardly use especially while in her homeMs [redacted] outlined that when she asked VMU for a replacement, she was told she had to pay $fee for a replacement even though she purchased her device about a month agoShe is requesting a replacement of her phone with a new phone that is not defectiveOn behalf of Sprint, I apologize for any inconvenience Ms [redacted] *ay have experienced as a result of this matter We appreciate Ms [redacted] ’s taking the time to provide the details of her experience with our VMU Customer Care representatives and equipment replacement processWe are continually seeking ways to improve the level of service we provide to our customersBe assured that we value customer feedback and that details regarding his experience have been forwarded to the appropriate managerial staff for review We regret any issues Ms [redacted] may have experienced as a result of her reported issues with service in or around her homeHowever, we confirmed that the home address is within our VMU coverage areaAs referenced in our Terms of Service, we are unable to guarantee service at any location at all timesCoverage and quality of services may be affected by conditions beyond our controlWireless services cannot be regularly transmitted through concrete structures such as buildings, basements, walls, and various other structures and can be affected by topography and other natural or man-made obstructionsAs a result, customers may experience difficulty making or receiving calls when indoors or in particular terrainsWhile we confirmed that the cell tower in Ms [redacted] ’s area is currently functioning within parameters, we confirmed that between August 24, and August 25, 2015, there was a known network issue associated with the cell tower servicing her area which would have directly impacted Ms [redacted] ’s VMU service During our August 26, 2015, discussion with Ms [redacted] , we discussed the information outlined aboveAt that time, while we explained that we apologize for the quality of service experienced with her VMU serviceThe call with Ms [redacted] dropped and we immediately redialed to reach her, but were unsuccessfulWe attempted to follwith Ms [redacted] on August 31, and September 1, 2015, unsuccessfully and we have not received a response to our e-mails inviting her to contact us backWe invite Ms [redacted] to contact our office if she requires further assistance or if she is still requesting a replacement device If you have questions regarding these matters, you or Ms [redacted] can contact me directly at ###-###-#### or by calling Sprint Executive & Regulatory Services department toll-free at ###-###-####I am available Monday through Friday from 8:a.mto 5:p.m., Central Time Sincerely, [redacted] Executive Service Analyst

July 28, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] - Rebuttal [redacted] USA Inquiry Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of Ms [redacted] ***, filed on behalf of Mr [redacted] ***, regarding our [redacted] USA (VMU) product We appreciate your assistance in bringing our customers’ concerns to our attention and regret that she has contacted your office once again According to the information provided, Ms [redacted] stated that she was offered to transfer the balance on her brother’s account or upgrade to another phone, but she declined the offers as she does not agree with our refund policyShe believes that the $balance on her brother’s VMU account should be refunded According to our records, Mr [redacted] subscribed to a Cents-Per-Minute Pay by the Minute Service Plan, which required a payment of $to be remitted every days or a payment of $to be remitted every days in order to maintain active services During our initial conversation with Ms [redacted] on June 27, 2017, we advised her that as outlined in our Terms and Conditions, all funds applied towards a VMU account can only be redeemed toward a VMU product or service Exceptions to this policy are made if a subscriber activates service in an area with no coverage, or if less than the allowable amount of service is used prior to the refund request In addition, according to our records, two refunds in the amount of $plus tax of $1.22, for a total of $each were credited back to her credit card ending in *** Further, a systematic save effort was credited to the account in the amount of $on June 20, 2017, due to non-use on the account and brought the existing cash balance to $ On April 19, 2017, the voicemail was checked and $was deducted from the balance The current account balance is $Unfortunately, we are unable to refund the remaining balance As such, we offered Ms [redacted] the option to transfer the funds to the account of a family member or friend affiliated with any of our Sprint branded companies such as VMU, [redacted] , Sprint, or Sprint PrepaidAlthough Ms [redacted] declined our offers we believe this matter has been fully addressed to the best of our ability Ms [redacted] has days from the date of this letter to accept our offer We attempted to contact Ms [redacted] at the telephone number and email address provided in the inquiry on July and 27, 2017; unfortunately, we were unable to speak with her If Ms [redacted] would like to accept our offer she can contact our office directly On behalf of Sprint, I apologize for any inconvenience this issue may have caused Ms***If she has questions regarding this concern, she can contact me by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####; ext*** I am available Monday, Tuesday, Thursday, and Friday from 7:a.mto 5:p.m., Central Time Sincerely, Shannon PExecutive Services Analyst

July 11, Revdex.comWard Parkway, Suite 401Kansas City, MO 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 [redacted] regarding our Virgin Mobile USA product In his inquiry, Mr [redacted] expressed his concerns when attempting to get a refund for an overpayment He requested a refund of the $that VMU agreed uponOur records reflect that Mr [redacted] remitted a duplicate payment on our VMU website of $on January 26, However, on March 6, 2016, Sprint received a chargeback of $ In order to resolve the chargeback Mr [redacted] remitted a payment of $to reinstate his services Although Mr [redacted] remitted a $service payment on April 24, 2016, we confirmed that Sprint received yet another chargeback on April 24, 2016, for $20; therefore, his account was again interrupted To resolve the chargeback Mr [redacted] remitted a payment of $the same day to resolve the chargeback, and his services were reinstated Our records further support that on June 16, 2016, Mr [redacted] ported his mobile number to a new service provider and as a result, his account was immediately cancelled During our June 17, 2016, conversation with Mr [redacted] we explained the information outlined above Based on the information detailed above, we are unable to identify any error on the part of VMU in this matter Although we regret any delay in providing his refund back to his credit card, because his account is no longer active we agreed to credit a friend or family member that has an active account with any of our Sprint affiliated products Mr [redacted] agreed and advised us that he will contact us back as soon as he obtains the information needed in order to apply the $credit We are pleased to inform that we have fully addressed and resolved Mr***’s refund concerns On behalf of Sprint, I apologize for any inconvenience this matter may have caused Mr*** 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*** I am available Monday through Friday from 9:a.mto 5:p.m., Central TimeSincerely, [redacted] M.Executive Services Analyst

November 8, 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 once again In his most recent inquiry, Mr [redacted] indicated that he has been experiencing the same issues with the replacement device we sent to him in October We initially spoke with Mr [redacted] regarding this concern on November 2, 2016, and agreed to provide another replacement device and a $credit to his account for the continued trouble he was experiencing During a folldiscussion with him on November 7, 2016, he advised that he received the second replacement device, but he is still having the same issues As a result, we agreed to replace the device with a different make and model An order was placed on that date and is scheduled for delivery today, November 8, Mr [redacted] has agreed to contact our office directly should he continue to have issues with the newest device we sent 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*** I am available Monday through Friday from 10:a.mto 6:p.m., Central Time Sincerely, [redacted] *Executive Services Analyst

---------- Forward [redacted] message ----------From: [redacted] Date: Sat, Apr 23, at 12:PMSubject: Re: You have a new message from the Revdex.com of Greater Kansas City in regards to your complaint #11293181.To: Revdex.com Complaint 11293181Has been satisfi [redacted] and resolv [redacted] to everyone's best interest.Dr [redacted] ***

April 25, Revdex.com Ward Parkway, Suite Kansas City, MO 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 his inquiry, Mr [redacted] stated that he contacted VMU to request a warranty replacement for his defective phone that was active on a $monthly plan He further indicated that upon activating a different phone so that he could have his current phone under warranty serviced, he received a text message that his service plan was changed to a $service plan He requested that he would like to be placed back on the $monthly service plan Our records reflect that Mr [redacted] ’s account plan changed occurred when switching devices on his account on April 7, During our April 12, 2016, conversation with Mr [redacted] , we provided the information outlined above However, we agreed to update his account service plan back to his previous price plan once he has received his equipment replacement Unfortunately, our multiple subsequent contact attempts to reach Mr [redacted] to confirm if he has received his replacement device have been unsuccessful We invite Mr [redacted] to contact us at his earliest convenience so that we can update his account accordingly On behalf of Sprint, I apologize for any inconvenience this matter may have caused Mr [redacted] If we can be of further assistance with this matter, he can contact me directly by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-#### I am available Monday through Friday between 10:a.mand 6:p.m., Central ***e Sincerely, Donnetha C Executive Services Analyst

July 6, 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, She further indicated that she did not receive the package and requested a refund of the $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 $on June 25, 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*** I am available Monday through Friday from a.mto p.m., Central Time Sincerely, [redacted] *Executive Services Analyst

July 10, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] USA Inquiry Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of Ms [redacted] [redacted] regarding our [redacted] USA (VMU) productWe appreciate your assistance in bringing our customers’ concerns to our attentionAccording to the information provided, Ms [redacted] advised that she contacted our VMU Customer Care team due to the death of her brother [redacted] ***, and was advised that the account would be refunded in the amount of $277.45, in to business daysUpon contacting the VMU Customer Care team for follow up she was advised that the refund request was deniedShe further stated that she was referred to the website to view our refund policy, but she could not locate the policy onlineMs [redacted] requested a refund in the amount of $ During our conversation with Ms [redacted] on June 27, 2017, we advised her that as outlined in our Terms and Conditions, all funds applied towards a VMU account can only be redeemed toward a VMU product or serviceExceptions to this policy are made if a subscriber activates service in an area with no coverage, or if less than the allowable amount of service is used prior to the refund requestIn addition, according to our records, two refunds in the amount of $plus tax of $for a total of $each, were credited back to the credit card ending in *** As the result of an overpayment on April 19, Further, a systematic save effort credited the account in the amount of $on June 20, 2017, due to non-use on the account and brought the existing cash balance to $On April 19, 2017, the voicemail was checked and $was deducted from the balanceThe current account balance is $Unfortunately, we are unable to refund the remaining balanceAs such, we offered Ms [redacted] the option to transfer the funds to the account of a family member or friend affiliated with any of our Sprint branded companies such as VMU, [redacted] , Sprint, or Sprint PrepaidAlthough Ms [redacted] declined our offer we believe this matter has been fully addressedMs [redacted] has days from the date of this letter to accept our offer On behalf of Sprint, I apologize for any inconvenience this issue may have caused Ms*** If she has questions regarding this concern, she can contact me by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####; ext***I am available Monday, Tuesday, Thursday, and Friday from 7:a.mto 5:p.m., Central Time Sincerely, Shannon P Executive Services Analyst

May 18, Revdex.com Ward Parkway, Suite Kansas City, MO 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 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*** 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*** I am available Monday through Friday between 7:a.mand 3:p.m., Central Time Sincerely, Veronica B Executive Services Analyst

January 9, Revdex.com Ward Parkway, Suite Kansas City, MO 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) productWe appreciate your assistance in bringing our customer’s concerns to our attention In her complaint, Ms [redacted] stated she canceled her VMU account; however, she is still being billed for monthly servicesAs such, she is requesting a refund for services and for the account to be removed from automatic bill payments During our discussion with Ms [redacted] on December 29, 2016, we advised that we regret any frustration she experienced as a result of her account billing concern We agreed to forward her refund request to our finance teams for review Our records reflect that Ms [redacted] ’s VMU account was canceled November 4, Finance was able to verify the charges in question were related to her son’s active accountMs [redacted] confirmed her son is no longer using VMU service and requested the account to be canceled on December 30, We are pleased to inform you that due to no usage of services, a refund in the amount of $was provided to her credit card ending in [redacted] on December 30, During our January 9, 2017, follwith Ms [redacted] , she was pleased with the resolution provided On behalf of Sprint, I apologize for any inconvenience Ms [redacted] may have experienced If she has any additional questions, she can contact me by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####, ext*** I am available Monday through Friday from a.mto p.m., Central Time Sincerely, La Taushia L La Taushia LExecutive Services Analyst

October 4, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File [redacted] , [redacted] E [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] E [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 regarding her recent experience with our Customer Care department when attempting to address concerns with her daughter’s service She purchased another phone and updated the service plan because she was advised by VMU that the new device was not compatible with the service plan; however, the issue remained unresolvedShe requested a refund for any service payments she has made since August 6, In addition, she requested that VMU also display customers’ account numbers on the VMU website for easier access Our records reflect that Ms***’s VMU phone number ending with [redacted] was ported out on September 16, 2017, and as a result, the account was cancelled Therefore, we are no longer able to further investigate the reported service concern Our records also support that due to no usage of services, a refund request in the amount of $was submitted on September 21, 2017, for review On September 25, 2017, our Finance team processed a refund in the amount of $to Ms***’s credit card on file with us During our last e-mail conversation with Ms [redacted] on September 29, 2017, she confirmed receipt of her refund As such, she no longer requires any further assistance We are pleased to inform you this matter has been fully resolved We regret any inconvenience this matter mat have caused Ms*** If she has any questions regarding this matter, she can contact me directly by calling Sprint Executive & Regulatory Services department toll-free at ###-###-####, ext*** I am available Monday through Friday from 8:a.mto 4:p.m., Central Time Sincerely, Marco M 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 unsatisfactory to me Regards, [redacted] *** I still do not agree that in the beginning that I was not informed that all money after years was non-refundable Had I known this I would have taken money that was in my account every to 21/years and then put a new deposit on in the accountShe agreed that this needs to be addressedShe also had no answer as to why the phone had not be disconnected as requested the early part of FebruarySo a low income senior is out money even though it is a small amount, but it would have provided extra groceries for the monthI wish some people had to live on a small fixed income to understand the importance of a small refundI just hope that now of the people that I have bein in contact with never have to live on a small fixed income and have these problems with getting a small refund from any company