Virgin Mobile USA

April 21, 2015
[redacted]
Revdex.com
8080 Ward Parkway, Suite 401
Kansas City, MO 64114
Re: Revdex.com Case [redacted]
Virgin Mobile Inquiry
Sprint Case 2152745

Dear Ms. [redacted]:
Sprint is in receipt of the above-referenced inquiry of Mr....

[redacted] regarding our Virgin Mobile USA (VMU) product. We appreciate your assistance in bringing our customers’ concerns to our attention. In his inquiry, Mr. [redacted] expressed his 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 $27.56 would be provided for the services not being utilized only to later be informed he was not eligible for a refund. Mr. [redacted] requested a refund of $27.56.
We appreciate Mr. [redacted]’ taking the time to provide us with the details of his experience with our VMU 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 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 him. Our records reflect that Mr. [redacted] successfully remitted a $25 payment on March 13, 2015, which was drafted to renew the $25 Beyond Talk Plan on March 14, 2015. However, our records reflect that after the plan was renewed on March 14, 2015, there were no services rendered. While 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 $27.56 within 4-6 weeks. Mr. [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 7:30 a.m. to 3:30 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 $73 and would like that amount refunded to her.
 
We appreciate Ms. [redacted]’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 $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 $20 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 $73 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. [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 7:30 a.m. to 5:30 p.m. Central Time. 
 
Sincerely,
 
[redacted]
[redacted]
Executive Services Analyst