Virgin Mobile USA

Sprint is in receipt of the above-referenced follinquiry of Ms [redacted] regarding our [redacted] USA (VMU) product We appreciate your assistance in bringing our customers’ concerns to our attention In her inquiry, Ms [redacted] stated that she rejected our response because the service start date that we provided in her previous response is incorrect, citing she has had the service for at least years She further stated that she was informed by multiple VMU representatives that she does not have service at her home when she called to inquire about the towers in her area In addition, she stated that during her conversations with our VMU Customer Care representatives she was informed that she would have service in her area within to months; however, she still is not able to use her device at her home As a result, she requested that VMU refund her accrued account balance in the amount of $ As outlined our previous response, our records reflect that the service address provided by Ms [redacted] in her complaint is within our coverage area However, the service activation date provided in our previous response is incorrect Ms [redacted] ’s account was activated on June 10, 2004, and she has had use of her service since that date While we regret any possible difficulties Ms [redacted] may have encountered while attempting to use her VMU service, it is important to note that we are unable to guarantee coverage at any location at all times Certain areas may have limited or no coverage depending on various factors such as terrain, foliage, and buildings, which may affect actual coverage in a particular area even when estimated to be within best coverage Unfortunately, our attempts to contact Ms [redacted] on several occasions to discuss her concerns in detail have been unsuccessful However, we received e-mail correspondence from Ms [redacted] stating that she does not accept VMU’s denial of her refund request In addition, she stated that she is going to file a complaint with a different agency Although we regret the circumstances that led to Ms [redacted] ’s decision to discontinue service with us, our VMU Terms and Conditions outlines that all monies paid toward service are non-refundableTherefore, because we were unable to identify any billing error associated with this matter, we must respectfully decline Ms [redacted] ’s refund request On behalf of Sprint, I apologize for any inconvenience this matter may have caused If we can be of further assistance with this matter, you can contact me directly at ###-###-#### or by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-#### I am available Monday through [redacted] between 7:a.mand 3:p.m., Central Time Sincerely, [redacted] Executive 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 Administratively Resolved] Complaint: [redacted] I am rejecting this response because:I don't know how they got the date of Augfor service We have had this provider and our original phone for at least years We do NOT have service at our home and have been told when I called to question why, that we would have service when additional cell towers were erected nearby Yes we have used the phone away from our home We have to travel between 1-miles from home to get service We do have spotty service elsewhere and have used the phone in those locations Since my husband's diagnosis we absolutely must have cell phone service at our home If he falls he cannot travel 1-miles to call for help I do not know why you think we have had service at our home If you are seeing use it would have been - again - beyond the 1-mile distance from our home Had I not called several times to ask about the service problem I could understand their point However, I did call and received the same response each time, promising that we would have service within 6-months If I should have had service at my home surely someone would have been able to tell me that during one of the calls and helped me figure out what the problem is As I stated before., we do not have service at our home even now Since the company cannot provide us with the service we are paying for and have paid for based on the promise of service, we ask again that they refund our balance Regards, [redacted]

[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 Administratively Resolved] Complaint: [redacted] I am rejecting this response because: [redacted] from Sprint keeps calling the $CREDIT on my account "payment for services"IT IS NOT PAYMENT FOR SERVICES because the phone plan I'm signed up for is a FREE PROGRAM THRU SPRINT FOR THE FEDERAL GOVERNMENT.When I first signed up for the free phone program called assurance it was being run by [redacted] The program is totally FREE TO ME because I'm a low income senior citizenIn the beginning, I had a limited text (mins) and limited phone calls (mins)If I ran out of those minutes, then my phone was dead [redacted] said to add CREDIT to my account then my phone would never be out of serviceI went to target, paid for a $ "top up" prepaid card which was added to my accountOver the months, I used $which left a CREDIT balance on my account.Now, Sprint has taken over this FREE program and refuses to give me the $BACK IN A REFUND CHECKThe FREE program has changed to UNLIMITED TEXT AND TALK so I'll never have to use this $because I don't have limits on my phone anymore[redacted] from Sprint was very rude and kept talking over meHe kept saying Sprint does not give refunds for servicesI DONT PAY FOR ANY SPRINT SERVICESWHAT DONT YOU UNDERSTAND ABOUT THAT ***????When I told ***, I would just write to the CEO of Sprint, he said, it wouldn't make any difference because the letter would be forwarded to him and [redacted] said he would still deny the refundTHIS IS MY $AND I WANT IT BACK IT IS "NOT" FOR ANY SERVICES I HAVE RECEIVED FROM SPRINTIT IS "NOT" PAYMENT FOR SERVICE.......DO YOU UNDERSTAND THAT ***????? THIS IS A TOTALLY "FREE" ACCOUNT Regards, [redacted]

April 21, [redacted] Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] Virgin Mobile Inquiry Sprint Case Dear Ms [redacted] : Sprint is in receipt of the above-referenced inquiry of Mr [redacted] regarding our Virgin Mobile USA (VMU) productWe appreciate your assistance in bringing our customers’ concerns to our attentionIn his inquiry, Mr [redacted] expressed his dissatisfaction with the level of customer service received and information provided during his attempts to address his refund concerns, citing that after cancelling his service he was informed on multiple occasions that a refund of $would be provided for the services not being utilized only to later be informed he was not eligible for a refundMr [redacted] requested a refund of $ We appreciate Mr [redacted] ’ taking the time to provide us with the details of his experience with our VMU Customer Care representativesWe are continually striving to improve the quality of service provided to our customersPlease be assured that we value customer feedback and that details regarding this concern have been forwarded to the appropriate managerial staff for further review We regret any issues Mr [redacted] ’ refund concerns may have caused himOur records reflect that Mr [redacted] successfully remitted a $payment on March 13, 2015, which was drafted to renew the $Beyond Talk Plan on March 14, However, our records reflect that after the plan was renewed on March 14, 2015, there were no services renderedWhile we confirmed that the initial refund request was escalated to our finance team on March 24, 2015, that request was later denied on March 27, 2015, in error During our April 20, 2015, discussion with Mr [redacted] , we provided the information outlined above and advised that he should receive a refund check for $within 4-weeksMr [redacted] expressed his understanding of the information provided and agreed to contact us directly if his refund check is not received within the allotted timeframe provided If you have questions regarding this matter, you or Mr [redacted] can contact me directly at ###-###-#### or by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####I am available Monday through Friday from 7:a.mto 3:p.m., Central Time Sincerely, [redacted] * Executive Services Analyst

Sprint is in receipt of the above-referenced complaint of Ms [redacted] regarding our Virgin Mobile USA (VMU) product We appreciate your assistance in bringing our customers' concerns to our attention In her complaint, Ms [redacted] expressed her dissatisfaction with the level of customer service provided by our representatives during her attempts to obtain a refund Ms [redacted] states she accumulated an account credit of $and would like that amount refunded to her We appreciate Ms***’s taking the time to provide us with the details of her experience with our Customer Care representatives We are continually striving to improve the quality of service provided to our customers Please be assured that we value customer feedback and that these concerns have been forwarded to the appropriate managerial staff for further review As outlined in our VMU Terms and Conditions of Service, payments remitted to VMU for services are non-refundable Although we regret the circumstances, we must respectfully decline her request for a refund of $ However, since one payment was made within the last six months and our records reflect no usage, a refund check for the last payment remitted in the amount of $was issued to Ms [redacted] and she confirmed it was received During our conversation with Ms [redacted] on November 24, 2014, we explained the information detailed above Although we are not able to refund the remaining balance, we have offered to resume services with VMU or transfer the remaining $account balance to a friend or family members Sprint, Boost Mobile, or VMU account To take advantage of this offer, she must contact us by December 24, On behalf of Sprint, I apologize for any inconvenience Ms [redacted] has experienced regarding this matter If you or Ms [redacted] has any additional questions regarding these issues, you or she can contact me at ###-###-#### or by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-#### I am available Monday, Tuesday, Thursday and Friday from 7:a.mto 5:p.mCentral Time Sincerely, [redacted] Executive Services Analyst

April 9, [redacted] Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] - [redacted] Virgin Mobile USA Inquiry Sprint Case 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 our unwillingness to replace her malfunctioning device, citing that she has contacted VMU technical support representative on multiple occasions to troubleshoot her device; however, the representative have exhausted all efforts in resolving her device issuesShe further expressed her dissatisfaction with our Customer Care representatives requesting that she pay a $replacement fee in order to have her device replaced under the one year’s manufacture’s warrantyAs a result, she requested that VMU send her a replacement device Our records reflect that Ms [redacted] contacted our Customer Care representatives on March 29, 2015, stating that her device was malfunctioningAt that time, our representatives offered to send Ms [redacted] a replacement device; however, she declined our offer because she was unwilling to pay the $warranty replacement fee During our April 1, 2015, conversation with Ms [redacted] , we informed her that, as outlined in our warranty guidelines, malfunctioning devices are replaced with the same device model within the one-year warranty periodWe further informed her that a $upfront fee is required in order for the malfunctioning device to be replaced under the warrantyHowever, as a demonstration of our commitment to customer excellence, we agreed to waive the $charge as a one-time courtesyAn order for a replacement device was submitted on April 1, 2015, and Ms [redacted] should receive the device in three to five business daysAs such, we believe the issue has been fully addressed On behalf of Sprint, I apologize for any inconvenience Ms [redacted] may have experienced as a result of these mattersIf we may be of further assistance with these issues, you can contact me directly at ###-###-#### or by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####I am available Monday through Friday between 7:a.mand 7:p.m., Central Time Sincerely, [redacted] Odom Executive Services Analyst

Sprint is in receipt of the above-referenced inquiry of Ms [redacted] regarding our [redacted] USA (VMU) product We appreciate your assistance in bringing our customers’ concerns to our attention In her inquiry, Ms [redacted] expressed her dissatisfaction with VMU Customer Care representatives denying her request to refund her accrued account balance, citing that she is unable to use her device because she has not had service since she moved to a new address in a different state She further expressed her dissatisfaction with a Customer Care representative advising her to change her plan to a more expensive plan and to only use the device for emergencies As a result, she is requesting a refund for her accrued balance in the amount of $ Our records reflect that the service address provided by Ms [redacted] is within our coverage area, and her service was activated on August 2, In addition, she has had use of her service since that date While we regret any possible difficulties Ms [redacted] may have encountered while attempting to use her VMU service, it is important to note that we are unable to guarantee coverage at any location at all times Certain areas may have limited or no coverage depending on various factors such as terrain, foliage, and buildings, which may affect actual coverage in a particular area even when estimated to be within best coverage Although we regret the circumstances that led to Ms [redacted] ’s decision to discontinue service with us, our VMU Terms and Conditions outlines that all monies paid toward service are non-refundable During our March 23, 2015, conversation with Ms [redacted] we attempted to provide the information outlined above However, Ms [redacted] declined to speak with us regarding the details of her complaint In addition, Ms [redacted] requested that we send a written response with our findingsBased on the information outlined above, we must respectfully decline Ms [redacted] ’s refund request On behalf of Sprint, I apologize for any inconvenience this matter may have caused If we can be of further assistance with this matter, you can contact me directly at ###-###-#### or by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-#### I am available Monday through [redacted] between 7:a.mand 3:p.m., Central Time Sincerely, [redacted] Executive Services Analyst

Sprint is in receipt of the above-referenced follinquiry of Ms*** *** 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 to Ms***’s contacting your office once again. In her rebuttal, Ms*** expressed her dissatisfaction with not receiving compensation for the hours she traveled with no cell phone coverage
As outlined in our VMU Terms and Conditions of Service, payments remitted to VMU for services are non-refundable. Although we regret the circumstances, we must respectfully decline her request for a refund of $73. However, since one payment was made within the last six months and our records reflect no usage, a refund check for the last payment remitted in the amount of $was issued to Ms*** and she confirmed it was received.
During our conversation with Ms*** on December 8, 2014, we explained the information detailed above and also advised her per our Terms and Services we do not offer compensation for loss of time, business etc. Although we are not able to refund the remaining balance, we have offered to resume services with VMU or transfer the remaining $account balance to a friend or family members Sprint, Boost Mobile, or VMU account. To take advantage of this offer, she must contact us by December 24, 2014.
On behalf of Sprint, I apologize for any inconvenience Ms*** has experienced regarding this matter. If you or Ms*** has any additional questions regarding these issues, you or she can contact me at (972) 891-or by calling the Sprint Executive & Regulatory Services department toll-free at 1-877-291-5717. I am available Monday, Tuesday, Thursday and Friday from 7:a.mto 5:p.mCentral Time.
Sincerely,
** *** * *
** *** **
Executive 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 Administratively Resolved]
Complaint: ***
I am rejecting this response because: I had to buy a new phone because my virgin mobile phone did not work.I do not want their service.I do not know anyone with a virgin mobile or sprint phone
Regards,
*** ***

Sprint Executive & Regulatory Services department is in receipt of the above-referenced inquiry of Ms*** *** regarding our Assurance Wireless product. We appreciate your assistance in bringing our customers’ concerns to our attention. In the information
provided, Ms*** is requesting that we provide a refund of the monies remaining on her balance
During our December 8, 2014, conversation with Ms***, we explained as outlined in our Terms and Conditions of Service, which is available for her review on our website, www.AssuranceWireless.com, payments for service are non-refundable As such, there was no error on the part of Assurance Wireless and as a result, we respectfully decline her refund request of her remaining balance As a demonstration of customer excellence, we offered to allow a $credit be applied to either a friend or family member that has an active account within the Sprint family of products, which includes, Sprint, Boost Mobile, *** *** USA, *** *** Custom, Assurance Wireless, or Sprint Prepaid. The offer is available for her to accept by contacting our office no later than December 31, 2014.
Although we regret that Ms*** remains dissatisfied with the information provided. Our position remains the same and any further inquiries will be met with the same response. If you or she has any additional questions regarding this matter, or if she would like to accept our offer, please contact me directly at ###-###-#### or by calling our department toll-free at ###-###-####. I am available Monday through Friday between 7:a.mand 3:p.m., Central Time
Sincerely,
*** *
Executive 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 Administratively Resolved]
Complaint: ***
I am rejecting this response because:
Regards,
*** ***

[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 Administratively Resolved]
Complaint: ***
I am rejecting this response because:
I believe they owe me compensation for the hrs I traveled with no cell phone coverage on oct 23rd and 24th
Regards,
*** ***

[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 Administratively Resolved]
Complaint: ***
I am rejecting this response because:The reason given for my rejection by *** *** was not exactly as stated by their representative. First, I did have service for approxyears, however the refund I requested is for the past several years in which I have been promised that service would be available when additional towers were erected nearby. I am not the only person in my neighborhood that hasn't had coverage thru this company. Friends and family using them do not have coverage when the visit. The neighbors moving in over the years have changed their provider. We chose to wait since we had previously enjoyed a good relationship with this company. We even had a home phone installed so we would have service at home. I am not surprised that the representative has said we should have service. That is an easy excuse to refuse my request for a refund. This company apparently records their conversations with customers and should therefore have record of my conversations with their support staff concerning our lack of coverage at our home. There were multiple calls. Second, the representative did NOT have trouble reaching me by phone. When she called and informed me that she would be recording the conversation I told her that was fine and that I would be doing the same. She would not talk to me if I recorded the conversation so I asked that we correspond via email. I believe that is the point at which the denial of a refund was decided. I will be contacting the Attorney General's Office as well as the FCC concerning this companies deceptive business practices. In a recent search of this companies reputation I, unfortunately, located hundreds of other complaints and the problem with coverage was largely represented. Since this is a problem for many others in this area, the story may be of interest to our local news media as well. How many others in our area were promised service that will never get? Customers of this company (and potential customers) need to made aware that they are willing to promise you things to continue taking your money even when those promises are deceitful I am not going away. Too many companies get away with these tactics and based on the many complaints I've seen this is one of them.Thank you to the Revdex.com for trying to mediate this complaint.
Regards,
*** ***

[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 Administratively Resolved]
Complaint: [redacted]
I am rejecting this response because: [redacted] from Sprint keeps calling the $17 CREDIT on my account "payment for services". IT IS NOT PAYMENT FOR SERVICES because the phone plan I'm signed up for is a FREE PROGRAM THRU SPRINT FOR THE FEDERAL GOVERNMENT.When I first signed up for the free phone program called assurance it was being run by [redacted]. The program is totally FREE TO ME because I'm a low income senior citizen. In the beginning, I had a limited text (250 mins) and limited phone calls (250 mins). If I ran out of those minutes, then my phone was dead. [redacted] said to add CREDIT to my account then my phone would never be out of service. I went to target, paid for a $20  "top up" prepaid card which was added to my account. Over the months, I used $3 which left a CREDIT balance on my account.Now, Sprint has taken over this FREE program and refuses to give me the $17 BACK IN A REFUND CHECK. The FREE program has changed to UNLIMITED TEXT AND TALK so I'll never have to use this $17 because I don't have limits on my phone anymore.[redacted] from Sprint was very rude and kept talking over me. He kept saying Sprint does not give refunds for services. I DONT PAY FOR ANY SPRINT SERVICES. WHAT DONT YOU UNDERSTAND ABOUT THAT [redacted]????When I told [redacted], I would just write to the CEO of Sprint, he said, it wouldn't make any difference because the letter would be forwarded to him and [redacted] said he would still deny the refund. THIS IS MY $17 AND I WANT IT BACK.  IT IS "NOT" FOR ANY SERVICES I HAVE RECEIVED FROM SPRINT. IT IS "NOT" PAYMENT FOR SERVICE.......DO YOU UNDERSTAND THAT [redacted]?????  THIS IS A TOTALLY "FREE" ACCOUNT..... 
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.
I am awaiting receipt of the refund check as promised by the Sprint analyst. I have her direct contact information, and will notify her directly if there is a problem with receipt of my refund. Thank you very much for your assistance in successfully resolving this issue.
Regards,
[redacted]
Lou[redacted]@yahoo.com

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 and regret the circumstance which led to Ms. [redacted] contacting your office once more.  In her most recent inquiry, Ms. [redacted] expressed her dissatisfaction with the level of service she received from our Executive and Regulatory representatives and our previous response to her filing, citing that due to her plan changing to Unlimited Talk and Text, she will not have the opportunity to use the monies she applied to her account.  She further expressed her dissatisfaction with Sprint denying her request to refund her account balance.   
 
We appreciate Ms. [redacted]’s taking the time to provide details regarding her interactions with our Executive and Regulatory representatives.  We are continually striving to improve the quality of service provided to our customers.  Please be assured that we value customer feedback and that these concerns have been forwarded to the appropriate managerial staff for further review and possible changes to our training and coaching processes.
 
Based on the information provided in Ms. [redacted]’s follow-up inquiry, and in an effort to reevaluate our position, we have thoroughly reviewed this matter.  As we discussed with Ms. [redacted] on December 8, 2014, and as outlined in our Terms and Conditions of Service, which is available for her review on our website, www.AssuranceWireless.com, Top-Up payments are non-refundable.  As such, there was no error on the part of Assurance Wireless and her request for a refund of any unused balance on her account is respectfully denied.
 
However, as a demonstration of customer excellence, and due to any possible misunderstanding that may have occurred regarding our refund protocol, we made an offer to apply her remaining positive balance to either a friend or family member she has that has an active account within the Sprint family of products, which includes, Sprint, Boost Mobile, [redacted] USA, [redacted] Custom, Assurance Wireless, or Sprint Prepaid.  As such, although she disagrees with our position, our position remains unchanged.  Any further inquiries regarding this matter will be met with the same response.
 
If you or Ms. [redacted] has questions regarding these concerns or if she would like to accept our offer, you or she can contact me directly at ###-###-#### or by calling Sprint Executive & Regulatory Services department toll-free at ###-###-####.  I am available Monday through Friday from 7:30 a.m. to 3:30 p.m., Central Time.
 
Sincerely,
 
[redacted]
Executive Service 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 Administratively Resolved]
Complaint: [redacted]
I am rejecting this response because:I don't know how they got the date of Aug. 2014 for service.  We have had this provider and our original phone for at least 12 years.  We do NOT have service at our home and have been told when I called to question why, that we would have service when additional cell towers were erected nearby.  Yes we have used the phone away from our home.  We have to travel between 1-2 miles from home to get service.  We do have spotty service elsewhere and have used the phone in those locations.  Since my husband's diagnosis we absolutely must have cell phone service at our home.  If he falls he cannot travel 1-2 miles to call for help.  I do not know why you think we have had service at our home.  If you are seeing use it would have been  - again - beyond the 1-2 mile distance from our home.  Had I not called several times to ask about the service problem I could understand their point.   However, I did call and received the same response each time, promising that we would have service within 6-12 months.  If I should have had service at my home surely someone would have been able to tell me that during one of the calls and helped me figure out what the problem is.  As I stated before., we do not have service at our home even now.  Since the company cannot provide us with the service we are paying for and have paid for based on the promise of service, we ask again that they refund our balance. 
Regards,
[redacted]

Sprint is in receipt of the above-referenced inquiry of Ms. [redacted] regarding our [redacted] USA (VMU) product.  We appreciate your assistance in bringing our customers’ concerns to our attention.  In her inquiry, Ms. [redacted] expressed her dissatisfaction with VMU Customer Care...

representatives denying her request to refund her accrued account balance, citing that she is unable to use her device because she has not had service since she moved to a new address in a different state.  She further expressed her dissatisfaction with a Customer Care representative advising her to change her plan to a more expensive plan and to only use the device for emergencies.  As a result, she is requesting a refund for her accrued balance in the amount of $388.88.
 
Our records reflect that the service address provided by Ms. [redacted] is within our coverage area, and her service was activated on August 2, 2014.  In addition, she has had use of her service since that date.  While we regret any possible difficulties Ms. [redacted] may have encountered while attempting to use her VMU service, it is important to note that we are unable to guarantee coverage at any location at all times.  Certain areas may have limited or no coverage depending on various factors such as terrain, foliage, and buildings, which may affect actual coverage in a particular area even when estimated to be within best coverage.
 
Although we regret the circumstances that led to Ms. [redacted]’s decision to discontinue service with us, our VMU Terms and Conditions outlines that all monies paid toward service are non-refundable. 
 
During our March 23, 2015, conversation with Ms. [redacted] we attempted to provide the information outlined above.  However, Ms. [redacted] declined to speak with us regarding the details of her complaint.  In addition, Ms. [redacted] requested that we send a written response with our findings. Based on the information outlined above, we must respectfully decline
Ms. [redacted]’s refund request.
 
On behalf of Sprint, I apologize for any inconvenience this matter may have caused.  If we can be of further assistance with this matter, you can contact me directly at ###-###-#### or by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####.  I am available Monday through [redacted] between 7:30 a.m. and 3:30 p.m., Central Time.
 
Sincerely,
 
[redacted]
Executive Services Analyst

Sprint is in receipt of the above-referenced follow-up inquiry of Ms. [redacted] regarding our [redacted] USA (VMU) product.  We appreciate your assistance in bringing our customers’ concerns to our attention.  In her inquiry, Ms. [redacted] stated that she rejected our response because the service start date that we provided in her previous response is incorrect, citing she has had the service for at least 12 years.  She further stated that she was informed by multiple VMU representatives that she does not have service at her home when she called to inquire about the towers in her area.  In addition, she stated that during her conversations with our VMU Customer Care representatives she was informed that she would have service in her area within 6 to 12 months; however, she still is not able to use her device at her home.  As a result, she requested that VMU refund her accrued account balance in the amount of $388.88
 
As outlined our previous response, our records reflect that the service address provided by Ms. [redacted] in her complaint is within our coverage area.  However, the service activation date provided in our previous response is incorrect.  Ms. [redacted]’s account was activated on June 10, 2004, and she has had use of her service since that date.  While we regret any possible difficulties Ms. [redacted] may have encountered while attempting to use her VMU service, it is important to note that we are unable to guarantee coverage at any location at all times.  Certain areas may have limited or no coverage depending on various factors such as terrain, foliage, and buildings, which may affect actual coverage in a particular area even when estimated to be within best coverage.
 
Unfortunately, our attempts to contact Ms. [redacted] on several occasions to discuss her concerns in detail have been unsuccessful.  However, we received e-mail correspondence from Ms. [redacted] stating that she does not accept VMU’s denial of her refund request.  In addition, she stated that she is going to file a complaint with a different agency. 
 
Although we regret the circumstances that led to Ms. [redacted]’s decision to discontinue service with us, our VMU Terms and Conditions outlines that all monies paid toward service are non-refundable. Therefore, because we were unable to identify any billing error associated with this matter, we must respectfully decline Ms. [redacted]’s refund request.
  
On behalf of Sprint, I apologize for any inconvenience this matter may have caused.  If we can be of further assistance with this matter, you can contact me directly at ###-###-#### or by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####.  I am available Monday through [redacted] between 7:30 a.m. and 3:30 p.m., Central Time.
 
Sincerely,
 
[redacted]
Executive Services Analyst

April 9, 2015
[redacted]
Revdex.com
8080 Ward Parkway, Suite 401
Kansas City, MO 64114
Re: Revdex.com Case [redacted]- [redacted]
Virgin Mobile USA Inquiry
Sprint Case 2150179
Dear Ms. [redacted]:
Sprint is in receipt of the above-referenced inquiry of Ms....

[redacted] regarding our Virgin Mobile USA (VMU) product. We appreciate your assistance in bringing our customers’ concerns to our attention. In her inquiry, Ms. [redacted] expressed her dissatisfaction with our unwillingness to replace her malfunctioning device, citing that she has contacted VMU technical support representative on multiple occasions to troubleshoot her device; however, the representative have exhausted all efforts in resolving her device issues. She further expressed her dissatisfaction with our Customer Care representatives requesting that she pay a $25 replacement fee in order to have her device replaced under the one year’s manufacture’s warranty. As a result, she requested that VMU send her a replacement device.
Our records reflect that Ms. [redacted] contacted our Customer Care representatives on
March 29, 2015, stating that her device was malfunctioning. At that time, our representatives offered to send Ms. [redacted] a replacement device; however, she declined our offer because she was unwilling to pay the $25 warranty replacement fee.
During our April 1, 2015, conversation with Ms. [redacted], we informed her that, as outlined in our warranty guidelines, malfunctioning devices are replaced with the same device model within the one-year warranty period. We further informed her that a $25 upfront fee is required in order for the malfunctioning device to be replaced under the warranty. However, as a demonstration of our commitment to customer excellence, we agreed to waive the $25 charge as a one-time courtesy. An order for a replacement device was submitted on April 1, 2015, and Ms. [redacted] should receive the device in three to five business days. As such, we believe the issue has been fully addressed.
On behalf of Sprint, I apologize for any inconvenience Ms. [redacted] may have experienced as a result of these matters. If we may be of further assistance with these issues, you can contact me directly at ###-###-#### or by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####. I am available Monday through Friday between 7:30 a.m. and 7:30 p.m., Central Time.
Sincerely,
[redacted] Odom
Executive Services Analyst