Integrated medical

February 23, Revdex.com Ward Parkway, Suite Kansas City, MO 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, We contacted Ms [redacted] on February 22, via e-mail and explained that for specific information she will need to contact NLAD directly at [redacted] , and press option 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:a.mto 5:p.mCentral Time Sincerely, [redacted] [redacted] Executive Services Analyst

September 20, 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: 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 due to issues relating to his son’s VMU account he has cancelled services with VMU on his own account He requested that his VMU branded device 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 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 months with the account active during that time We regret any possible misunderstanding that may have occurred regarding the unlock request for this device After a review of our records, we have confirmed that the device associated with phone number ending in [redacted] is eligible for MSL unlocking Please note that we are unable to provide any assistance with activating the device on another provider’s network During our discussion with Mr [redacted] on September 1, 2016, he advised that he no longer wishes to discuss this matter We attempted to follow up with him on September and 16, 2016, to provide the MSL for his device Unfortunately, we have received no response from Mr [redacted] He may contact our office at his convenience to obtain the MSL for his device 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 7:a.mto 4:p.m., Central Time Sincerely, Tekiesha H Executive Services Analyst

August 25, 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 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 attempted to transfer a credit balance of $to another VMU account, but was denied that option He stated that in the past he was able to transfer a portion of his unused credit balance to another VMU account of a family member Because he was unable to transfer his balance he requested a refund of $ Our records reflect that Mr***’s VMU account was subscribed to a sales expired Pay-As-Yservice plan, which required a $payment every days to retain active service During our conversation with Mr [redacted] on August 12, 2016, we explained the information outlined above We regret any possible misunderstanding that may have occurred regarding our refund policy as service payments are non-refundable This information is available to our customers in our Terms and Conditions at [redacted] Therefore, we must respectfully decline his refund request As a one-time courtesy we offered to transfer Mr***’s account balance to a friend or family member that has an active Sprint, Boost Mobile or Virgin Mobile USA (VMU) account Although Mr [redacted] did not immediately accept our offer, he opted to keep his account active and contact us back at a later time should he accept our offer As of August 25, 2016, we have yet to hear back from Mr***; however, this offer remains available to him and we invite him to contact our office directly should he accept If Mr [redacted] has questions regarding this matter, he can contact me directly 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 Time Sincerely, Marco M Executive Services Analyst

November 10, 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: 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 was double charged when she made a payment to her VMU account She expressed her dissatisfaction with the timeframe quoted to her to receive a refund for the overpayment In an effort to assist Ms [redacted] with this concern we attempted to reach her at the telephone number and e-mail address included in her inquiry on October 19, 20, 24, 28, and November 2, Unfortunately, our attempts to reach her were unsuccessful In addition, we sent a letter to her via the U.SPostal Service on October 25, 2016, and invited her to contact us to discuss her concerns should she still require assistance A review of this matter determined that a refund was issued for the duplicate payment in question 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 7:a.mto 3:p.m., Central Time Sincerely, Tekiesha HExecutive Services Analyst

December 16, [redacted] Revdex.com [redacted] Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] Virgin Mobile USA Inquiry Sprint Case [redacted] Dear Ms***: Sprint is in receipt of the above-referenced inquiry of Ms*** [redacted] regarding our Virgin Mobile USA productWe appreciate your assistance in bringing our customers’ concerns to our attentionIn her inquiry, Ms [redacted] indicated that her service was suspended and her accrued balance was forfeited due to VMU’s failure to automatically deduct her payment from her bank accountShe further expressed her dissatisfaction with our Customer Care representative’s inability to address her concerns or escalate her to the appropriate management team for further assistanceAs a result, she requested to have her service and accrued account balance restored We appreciate Ms [redacted] ’s taking the time to provide us with the details of her experience with our Customer Care representatives and regret any misunderstanding that may have occurred regarding Ms [redacted] ’s referenced paymentWe are continually striving to improve the quality of service provided to our customersPlease be assured that we value customer feedback and that these concerns have been forwarded to the appropriate managerial staff for further review Our records reflect that Ms [redacted] enrolled in our automatic payments feature, which authorizes us to withdraw funds from her bank account to pay her VMU service chargesUnfortunately, our records further reflect that we sent Ms [redacted] text messages on May 12, and May 15, 2015, informing her that a system update required that she re-enter her debit/credit card on file and re-enroll for the automatic payment feature for continued service prior to her next payment due dateBecause Ms [redacted] failed to update her information prior to her next payment due date on September 25, 2015, her service was suspended and her balance was forfeited in accordance with our Terms and ConditionsIn addition, Ms [redacted] contacted our VMU Customer Care department on November 30, 2015, and her service was resumed on that date During our December 4, 2015, conversation with Ms [redacted] she confirmed that her service has been restoredHowever, she stated that our VMU Customer Care representatives denied her request to restore her accrued balance; therefore, she requested that we apply a credit to her account to offset the balance that was forfeited when her account was canceledAs a one-time courtesy, we agreed to apply a credit in the amount of $to Ms [redacted] ’s accountWe are pleased to inform you that Ms [redacted] expressed his satisfaction with the resolution of this matter On behalf of Sprint, I apologize for any inconvenience this matter may have causedIf we can be of further assistance with this matter, you can contact me by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####, ext***I am available Monday through Friday between a.mand 4:p.m., Central Time Sincerely, Kendra Odom Executive Services Analyst

December 19, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] Virgin Mobile Custom 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 Custom (VMC) concerns to our attention In her inquiry, Ms [redacted] indicated that upon purchasing a new device she was advised that she would not receive the voicemail feature unless she paid an additional $a month for a second lineFurthermore, she stated she could not afford to pay the additional $a month after making multiple payments, and contacted our Customer Care department to have it removed to decrease her monthly recurring charge She explained she was told at that time she was not required to pay the additional $for voicemail and a second line As such, Ms [redacted] requested a refund for the additional payments she made towards her second account We spoke with Ms [redacted] regarding this matter on November 30, 2016, and explained that per the VMC Terms and Conditions, service payments are not refundable We advised Ms [redacted] that we would complete additional research into her concerns and scheduled a follonce we have additional information to provide We spoke with Ms [redacted] on December 16, 2016, and we located her account, and confirmed her services were transferred from Virgin Mobile USA to Virgin Mobile Custom on December 4, Further, we confirmed she was subscribed to a $price plan, and she was not paying for a second line; however, she was paying for a higher data threshold When she contacted our Customer Care department, they reduced her price plan to $per month, which resulted in a lower data threshold As a courtesy and as a long time customer, we came to an agreement to place a $credit on her account to cover three months of service charges Ms [redacted] expressed her understanding and satisfaction with our resolution 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 10:a.mto 6:p.m., Central Time Sincerely, Chris HExecutive 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 $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: $toward the account balance and $toward the next month's payment I do not wish to pursue this matter further Regards, R Kris

May 11, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] , Rebuttal 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 and regret the circumstances that led Ms [redacted] to contact your offices once again In her most recent inquiry, Ms [redacted] expressed her dissatisfaction with our denial of a refund of the $balance reflected on her account when it was closed We corresponded with Ms [redacted] regarding this matter via e-mail on May 10, 2016, and she advised that she understands that she will not be receiving a refund of the $balance While it is our goal to resolve all matter brought to our attention, we regret that we are unable to reach a mutually agreeable resolution to Ms [redacted] ’s concerns Our offer stands to reactivate an account with Sprint, Virgin Mobile USA, or Boost Mobile, and receive an account credit of $should she wish to reconsider 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, Tekiesha HExecutive Services Analyst

August 24, 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: Thank you for forwarding the above-referenced inquiry to the Sprint Executive & Regulatory Services department We appreciate your assistance in bringing our customers’ Virgin Mobile USA (VMU) concerns to our attention In her inquiry, Ms [redacted] indicated that after experiencing issues with her Samsung Galaxy Jdevice she requested a newer model Samsung Galaxy device She advised that she was treated poorly by representatives of our Customer Care department She requested that she be provided with a Samsung Galaxy J We spoke with Ms [redacted] regarding these matters on August 18, 2016, and explained that we appreciate her taking the time to provide us with the details of her experience with our Customer Care department We are continually striving to improve the quality of service provided to our customers Please be assured that we value customer feedback and that these concerns have been forwarded to the appropriate managerial staff for further review In addition, we explained that although we are unable to provide her with a Samsung Galaxy J7, due to our long standing business relationship we would send her a new Samsung Galaxy Jdevice and return label to return the defective device During a folldiscussion with her on August 24, 2016, we verified that she has received and activated the device She confirmed that she has no further concerns at this time We regret any inconvenience these matters may have caused Ms [redacted] If she has any further questions or concerns regarding these matters she can contact me directly by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####, ext*** I am available Monday through Friday from 8:a.mto 4:p.m., Central Time Sincerely, Donnetha CExecutive Services Analyst

February 27, 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 attention In her inquiry, Ms [redacted] stated that she made a payment for her monthly recurring service charge on December 26, 2016; however, her phone stopped working shortly after she made the payment Ms [redacted] further stated that there are not any VMU stores in her area, so she purchased a new device with a different provider and requested that VMU refund the payment referenced above In addition, she stated that her refund request was denied because she used more than minutes of service after the payment posted Our records reflect that Ms [redacted] remitted a payment in the amount of $on December 26, Our records further reflect that Ms [redacted] used the service on her device from December 27, 2016, through January 2, Our VMU Terms and Conditions outlines that all monies paid toward service are non-refundable Therefore, our Customer Care department denied her request to refund the payment that she made on December 26, During our February 10, 2017, conversation with Ms [redacted] , we provided the information outlined above As a one-time courtesy we agreed to submit a refund request in the amount of $for the last payment that was billed to Ms [redacted] ’s credit card During our follconversation with Ms [redacted] on February 14, 2017, we informed her that her refund request was approved on February 13, 2017, and the funds should be processed back to her credit card in 7-business days As such, we believe this issue has been fully resolved On behalf of Sprint, I apologize for any inconvenience this matter may have caused Ms [redacted] If he has questions regarding this issue he may contact me by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####, ext*** I am available Monday through Friday between a.mand 3:p.m., Central Time Sincerely, Kendra [redacted] Executive Services Analyst

September 27, 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 Ms [redacted] regarding our Assurance Wireless product We appreciate your assistance in bringing our customers’ concerns to our attention According to the information provided, Ms [redacted] indicated that she continues having issues with her account security information not being correct She indicated every time she calls in, she is advised that the information she is providing to gain access to her account is incorrect and she has made numerous attempts to correct this matterIn addition, Ms [redacted] indicated she is not receiving text messages We regret any misunderstanding that may have occurred regarding Ms [redacted] ’s text messages as well as account security Our records reflect that at this point, Ms [redacted] is receiving text messages Our records further reflect that on September 4, 2016, she contacted Assurance Wireless Customer Care and the account was authenticated successfully We attempted to contact Ms [redacted] on September 9, 21, and 22, 2016, at the telephone number and e-mail address provided to discuss her concerns and possible resolution options in detail In addition, a letter was sent on September 21, 2016, via the United States Postal Service (USPS) to the address provided in her inquiry inviting her to contact us for assistance We received communication from Ms [redacted] via e-mail on September 21, 2016, advising she will contact us after the 24th of September due to not having any available minutes on her phone As such, we added minutes to allow her to contact our office Unfortunately, we have not received a follcall from her We regret any inconvenience this matter may have caused Ms [redacted] If we can be of further assistance with this issue, Ms [redacted] can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext*** I am available Monday through Friday between 7:a.mand 3:p.m., Central Time Sincerely, Veronica BExecutive Service Analyst

June 19, 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 complaint of Mr [redacted] regarding our Virgin Mobile USA (VMU) product We appreciate your assistance in bringing our customers’ concerns to our attention According to the information provided, Mr [redacted] indicated that he purchased a device from the Home Shopping Network and began experiencing issues with the deviceHe further stated that he contacted VMU and was told that it was a tower issue, but he is unable to send and receive some texts and cannot forward pictures or large filesHe requested that he be provided with a fully functioning device During our initial discussion with Mr [redacted] on June 1, 2017, we extended an offer to replace his VMU device with a new model exchangeMr [redacted] accepted the offer As such, we ordered a Samsung JPerx on that same date We confirmed that Mr [redacted] has received and activated the device In addition, we provided a one time credit of $to his VMU account to offset one month of service charges as final resolution to his account concerns Mr [redacted] accepted our offer and stated that his concerns have been resolved On behalf of Sprint, I apologize for any inconvenience this issue may have caused Mr***If he has questions regarding this concern, Mr [redacted] 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

March 1, 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: 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] indicated that he has been unable to secure a refund for an unused Tcard he purchased We spoke with Mr [redacted] regarding this matter on February 18, 2016, and explained that after researching the TPIN he provided we were able to verify that the card was not redeemed toward an accountAs a result, we agreed to issue a check for $to be sent by regular mail to Mr***We placed a follow up call to him on March 1, 2016, and he verified that he received the check and the matter is resolved 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 a.mto p.m., Central Time Sincerely, Tekiesha H Executive Services Analyst

October 17, 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 Ms [redacted] regarding our Assurance Wireless product In her inquiry, Ms [redacted] made numerous attempts to switch her service plan to the Unlimited Talk, Text and Web, citing she has been unable to add the Unlimited Minute Pack to her account through the website She requested for Assurance Wireless to athe Unlimited Talk, Text and Web to her account In addition, she requested for Assurance Wireless to apply a credit adjustment to her account balance Qualified customers have the option to add money for the purchase of optional minute packs ranging additional minutes to unlimited minutes, text and data Customers who have purchased the $Talk & Unlimited Text optional pack or $Unlimited Talk, Text & Web plan, will benefit from any of the packages purchased monthly as long as they have a cash balance of $or $in their account when their new month starts Therefore, the customer would notify our Assurance Wireless representatives to expire the optional pack they have chosen by the end of their billing cycle to avoid automatic renewal of the optional package chosen During our conversation with Ms [redacted] on October 17, 2016, we explained the information outlined above As a result, we immediately placed her account on the $Unlimited Talk, Text and Web plan In addition, as a goodwill gesture we applied a $credit adjustment to bring her account balance to $ Mr [redacted] confirmed that we have fully addressed this matter and resolved her concerns On behalf of Sprint, I apologize for any inconvenience this matter may have caused Ms [redacted] If she has any further questions regarding this concern, she can contact me directly at by calling Sprint Executive & Regulatory Services department toll-free at ###-###-####, ext*** I am available Monday through Friday from 8:a.mto 5:p.m., Central Time Sincerely, Donnetha CExecutive Services Analyst

March 1, 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] indicated that she ordered a VMU iPhone 5s and has yet to receive it In our recent account review, we confirmed that we do not have an existing order for an iPhone 5s In an effort to further investigate the equipment order claim, we would require a copy of her financial records that reflects the payment remitted towards the equipment purchase During our e-mail conversation with Ms [redacted] on February 22, 2017, she indicated that she made numerous attempts to reach VMU disputing that she has yet to receive the phone She also advised that this is the last time she will interact with VMU and that she will be switching to a new service provider I apologize for any inconvenience this matter may have caused her In order to further investigate her equipment order claim, I invited her to contact me directly to further discuss and obtain additional information in order to complete our investigation We have yet to receive a follresponse from Ms*** If Ms [redacted] has questions regarding this matter, she can contact me 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 Time Sincerely, Marco M Executive Service Analyst

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

December 14, 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: 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 $for the duplicate paymentMr [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*** I am available Monday through Friday from a.mto p.m., Central Time Sincerely, Christopher HExecutive 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] ***

October 19, Revdex.com Ward Parkway, Suite Kansas City, MO 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 inquiry of Mr [redacted] regarding our Virgin Mobile USA (VMU) product We appreciate your assistance in bringing our customers’ concerns to our attention and regret the circumstances that led him to contact your office once againAccording to the information provided, Mr [redacted] disagrees with our response, advising that VMU offers to apply a credit to another account rather than a credit his account As outlined in our previous response October 6, 2016, we regret the circumstances that led Mr [redacted] to close his VMU account on September 25, As outlined in our Terms and Conditions, all funds applied toward 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 During our discussion with Mrs [redacted] on September 30, 2016, we explained the information outlined above Further, we advised Mrs [redacted] that although her VMU account was closed on September 25, 2016, we are willing to apply a credit of $to the account of a family member or friend who has an active Boost Mobile, Sprint, or VMU accountAlthough Mrs [redacted] declined our offer, we believe we have reached an amicable resolution We attempted to follwith Mr [redacted] and Mrs [redacted] on October 13, 14, 18, and 19, 2016, at (xxx) xxx- [redacted] and via e-mail should both have any remaining concerns regarding the resolution offered; however, we have been unable to reach them In order to apply the credit to Mr [redacted] ’s Data Done Right account, we must speak with him directly On behalf of Sprint, I apologize for any inconvenience this issue may have caused Mr [redacted] and Mrs [redacted] If they have questions regarding this concern, they can contact me by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####, ext*** I am available Monday through Friday from 7:a.mto 3: p.m., Central Time Sincerely, Tekiesha HExecutive Services Analyst

October 7, 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 attentionAccording to the information provided, Mr [redacted] stated that he wanted to upgrade his device via the [redacted] Data Done Right service plan, but was advised that Virgin Mobile no longer sells devices that are compatible with that plan As a result he was offered to switch to Virgin Mobile and upgrade his deviceMr [redacted] further stated that he decided to cancel and switch to another provider; however, he was advised that he could not receive a refund, although they only used a few days of service, because Virgin Mobile does not provide prorated refundsIn addition he stated that he requested to speak to a manager who confirmed the same information We appreciate Mr [redacted] ’s taking the time to provide us with the details of his experience with our VMU refund policy and device availability 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 the circumstances that led Mr [redacted] to close his VMU account on September 25, As outlined in our Terms and Conditions, all funds applied toward 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 During our discussion with Mrs [redacted] on September 30, 2016, we explained the information outlined above Further, we advised Mrs [redacted] that although her VMU account was closed on September 25, 2016, we are willing to apply a credit of $to the account of a family member or friend who has an active Boost Mobile, Sprint, or Virgin Mobile USA accountAlthough Mrs [redacted] declined our offer, we believe we have reached an amicable resolution On behalf of Sprint, I apologize for any inconvenience this issue may have caused Mr [redacted] If he has questions regarding this concern, Mr [redacted] can contact me by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####, ext*** I am available Monday through Friday from 7:a.mto 3: p.m., Central Time Sincerely, Shannon PExecutive Services Analyst