Integrated medical

[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 ***, and find that this resolution is satisfactory to me
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 as Assumed Answered]
Complaint: ***
I am rejecting this response because: First of all, the representative *** has not reported accurately this situationShe claims that I said I did not want any further communication from SprintThat is absolutely falseWhat I said was that I was not satisfied with her responses to me and I want this matter elevated to the next higher levelSecond, her assertion that I burned through gigs that are applied to my tethering hot-spot are absurdThe fact is that I did not have hot-spot service at all since 9/and only briefly in the past weekIn effect, *** is saying that I burned through gigs in the space of about minutesShe asserted that I must have had background programs runningI tried to tell her that I did not, except for possibly an open Facebook pageThe idea that I could have used all of my allotted gigs in such a short period of time makes no sense at allThird, I see *** never had any explanation for the different stories I got from their customer service and their technical staff about the situation with their broadcast towersAgain, the first time I called them I was told the towers in my area were offline because of a system upgradeA week later the explanation was they were down because of a malfunction; after that I was told they were being brought back on line, one by oneNow supposedly they are fine, running OKI want to talk to someone in that company that will give me the straight story, not just making it up as they go alongMy distinct impression is that Sprint is a large company where the left hand does not know what the right hand is doingIn such cases one has to go up the ladder until they find someone who does know.Bottom line: I have been with this company a very long time and I never had any problems like this beforeI notice *** did not acknowledge that part of the conversation: that this is a service I have had for a long time and never had a problem with burning through gigs this fastShe seems very careful in selecting the facts that she uses in her argumentsRegards,
*** ***

June 20, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case ***, *** *** Assurance Wireless Inquiry Sprint Case *** To Whom It May
Concern: Thank you for forwarding the above-referenced inquiry to the Sprint Executive & Regulatory Services department. We appreciate your assistance in bringing our customers’ Assurance Wireless concerns to our attention. In her inquiry, Ms*** requested that her Lifeline service with Assurance Wireless be cancelled so that she may secure Lifeline services with another provider We attempted to reach Ms*** at the phone number and e-mail address provided in her inquiry on May 31, June and 16, 2016, to discuss her request. Unfortunately, our attempts to reach her were unsuccessful. In addition, we sent her a letter via the U.SPostal Service requesting that she contact our office directly if assistance is needed. Although we have been unable to speak with Ms*** our records reflect that she was removed from the Lifeline program effective May 25, 2016. We regret any inconvenience this matter may have caused Ms*** and encourage her to contact our office if further assistance is needed. If she has further questions or concerns regarding this matter she can contact me directly by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####, ext***. I am available Monday through Friday from 7:a.mto 3:p.m., Central Time Sincerely, Tekiesha HExecutive Services Analyst

June 20, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File ***, *** *** Virgin Mobile USA (USA) Inquiry Sprint Case ***
To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of Mr*** *** regarding our Virgin Mobile USA (VMU) product. According to the information provided, Mr*** indicated that he purchased a device online and due to his dissatisfaction, the device was returned within the day return policy outlined on the receiptMr*** stated that Customer Care informed him there is a day return policy and a refund would not be issuedAs such, he initiated a complaint with PayPal and they issued a refundHe requested that we fix our return policy During our conversation with Mr*** on June 13, 2017, we explained to him as outlined in our Virgin Mobile Terms and Conditions of Service, equipment can be returned within days for a full refund. Mr*** agreed to send us his receipt and we agreed to forward his concern to our warehouse for review Our records support that the device was validated returned to our warehouse and a refund in the amount of $was returned to PayPal on June 2, 2017. During our follow up call to Mr*** on June 19, 2017, we informed him a refund has been issued and we appreciate the feedback received regarding our return policy. As of June 21, 2017, we received a folle-mail from Mr*** that he received his refund in the amount of $277.86. We are pleased to inform that this matter has been fully addressed and resolved. I apologize for any inconvenience that Mr*** may have experienced as a result of these issues. If we may be of further assistance, Mr*** can contact me directly by calling 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 LExecutive Services Analyst

June 24, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File ***, *** *** Virgin Mobile Inquiry Sprint Case
*** To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of Mr*** *** regarding our Virgin Mobile productIn his complaint, Mr*** indicated that he would like for his device to be unlocked Sprint is committed to protecting the privacy of our customers. In accordance with that commitment, we take measures to verify that callers are authorized to discuss and/or make changes to an account. Specifically, we require that each account has a PIN and that the PIN is verified by the account holder or an individual authorized to have access to the account before we can discuss sensitive account information or make any changes to the account. We have not had the opportunity to obtain permission from Mr*** to discuss this matter with him or authenticate his ability to access account information with regard to this inquiry. As a result, we cannot provide private information, or make any changes to the account We attempted to contact Mr*** on June 3, and 9, 2016, at phone number ending in ***, and via e-mail to discuss this matter in detail; however, we have been unable to reach him. In addition, we also sent him a letter via the U.SPostal Service asking him to contact us directly on June 13, 2016. We invite Mr*** to contact our office if his concerns remain unresolved. On behalf of Sprint, I regret any inconvenience Mr*** may have experienced as result of this matter. If he has any additional questions regarding this issue, he can contact me by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####, ext***I am available Monday through Friday from 10:a.mto 6:p.mCentral Time. Sincerely, Christopher HExecutive Services Analyst

June 21, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case ***, Mr*** *** Boost Mobile Inquiry Sprint Case *** To Whom It May
Concern: Sprint is in receipt of the above-referenced complaint of Mr*** *** regarding our Boost Mobile product. In the information provided Mr*** stated that his Apple iPhone 5s was recently replaced by the phone’s manufacturer, however when he attempted to activate the device on his Boost Mobile account he began receiving error messages that the UICC Data SIM card could not be recognized. Mr*** indicated that our Boost Mobile Customer Care sent him a replacement UICC Data SIM Card but this did not resolve his issue. Mr*** requested to be compensated for twenty plus hours that he has spent trying to get his device to work. He also requested to have his device unlocked so that it can be used with another service provider, including a refund for the original purchase price of his device. We regret any delay Mr*** may have experienced while attempting to activate his replacement Apple iPhone 5s device. Our records reflect that Mr*** contacted our Customer Care department on May 6, 2017, to discuss his device related concerns. We confirmed that a replacement UICC Data SIM card was ordered for Mr***, but after further review we determined that the Data SIM card sent to Mr*** was incompatible with his device. During our May 31, 2017, conversation with Mr*** we provided the information outlined aboveWe confirmed that the previous UICC Data SIM card that was sent for him was not compatible with his device and offered to send him a replacement immediately. We informed Mr*** that we must respectfully decline his refund request and request to obtain a replacement device. During our subsequent conversation with Mr*** on June 6, 2017, we were able to successfully associate his new UICC Data SIM card to his Boost Mobile account; however, we were unable to successfully complete activating his Apple iPhone 5s device after several attempts. In an effort to resolve his equipment related concerns we requested that Mr*** work directly with one of our Technical Support representatives to complete manual programming of his device. Unfortunately, our attempts to complete a conference call with Mr*** on June 8, and 9, 2017, were unsuccessful. We spoke with Mr*** again on June 12, 2017, and he confirmed that he would soon be traveling outside of the country and would make an effort to contact our office on June 13, 2017, to complete device programming. Regrettably, our attempt to contact Mr*** on this date was unsuccessfulWe remain committed to assisting Mr*** with activating his Apple iPhone 5s device, and invite him to contact our office at his earliest opportunity for further assistance. In the interim, I apologize for any inconvenience this matter may have caused Mr***. If he as any further concerns regarding this matter he 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, Mondrell GExecutive Services Analyst

---------- Forwarded message ----------From: *** ***Date: Tue, May 24, at 10:AMSubject: Virgin MobleTo: ***Revdex.com I do thank you for all your hard wok. It seem that the Virgin Moble does not to solve this matter first they said they took from the $159.00 $3.85 for the international call that was right then they reduce it to $or more then they send the said they will give a cedit for $which I did agree then that said I did use the rest of the money on the cent calls???????? It did start that they cancel my account without my permission and they took all my money they put a circle and an x in it?? still isthen they put all the money backThis crazy from there endYes I did make phone calls just to one number, but for them I spend all the money on the cent all this money What is really they want is my account to be cancel ? fine give me my money first o.k I do not want to deal with this person from there end all what he does talking and wast all this time does he have any thing to do? Than youRevdex.com *** ***Revdex.com Case ***

February 22,
Revdex.com
Ward Parkway, Suite
Kansas City, MO
Re: Revdex.com Case ***- *** ***
Virgin Mobile USA Inquiry
Sprint Case ***
To Whom It May Concern:
Sprint is in receipt of the above-referenced inquiry of Ms***
*** regarding our Virgin Mobile USA (VMU) productWe appreciate your assistance in bringing our customers’ concerns to our attention and regret the circumstances that have led her to contact your officeIn her inquiry, Ms*** expressed her concern with the level of service provided by our VMU Customer Care representatives during her attempts to address her refund concerns, citing that our representatives provided her with inaccurate information regarding her ability to be refunded for her monthly service charge after she ported her number to a different providerShe further stated that she ported to a different provider because she was not satisfied with the call quality, coverage area, and customer service provided by VMUAs such, she requested a refund in the amount of $for her most recent monthly recurring charge
We appreciate Ms***’s taking the time to provide us with the details of her 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 these concerns have been forwarded to the appropriate managerial staff for further review
Our records reflect that the service address provided by Ms*** is within our coverage area, and her service was activated on September 24, In addition, she has not had use of her service since that dateWhile we regret any possible difficulties Ms*** 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 timesCertain 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
During our discussion with Ms*** on February 15, 2016, we provided the information outlined aboveAt that time, she stated that she ported her number to a different provider on January 26, 2016, and she requested a refund for the remaining days in her billing cycle, citing that our Customer Care representatives informed her that she would receive a refund for the service prior to her porting out her number to a different providerWe informed her that, although we regret the circumstances that led to her decision to discontinue service with us, our VMU Terms and Conditions outlines that all monies paid toward service are non-refundableTherefore, although our VMU service may not have met with her expectations, we are unable to identify any error on the part of VMU that would warrant a refundHowever, we informed her that as a one-time courtesy a refund request was submitted in the amount of $on February 10, 2016, and the refund was approved on February 11, Therefore, her financial institution should receive the funds in to daysAs such, we believe this matter has been fully addressed
If Ms*** has questions regarding this concern she can contact me directly by calling the Sprint Executive & Regulatory Services department toll free at ###-###-####, ext***I am available Monday through Friday between 7:a.mand 3:p.m., Central Time
Sincerely,
Kendra ***
Executive Services Analyst

August 29, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case ***, *** *** Virgin Mobile USA Inquiry Sprint Case *** To Whom It May
Concern: Sprint is in receipt of the above-referenced inquiry of Mr*** *** regarding our Virgin Mobile USA (VMU) product. We appreciate your assistance in bringing our customers’ concerns to our attentionIn the information provided, Mr*** expressed his concerns regarding the service issues he experienced due to the 3G services. As a result this led to his upgrading his device and the service plan issues remain unresolved. He requested a refund for a year of service and his phone replaced Our records reflect that Mr***’s account is active and in good standing. Further, we are able to verify outgoing calls on the account. Therefore, we believe that issues with his service in question have been resolved. In order to ensure proper resolution and develop a better understanding of his service concerns, we would need to speak with Mr***. We attempted to contact him at phone ending with *** on August 4, August 5, and August 10, 2016; however, we have been unable to reach him. If Mr*** would like further assistance we invite him to contact us at his earliest opportunity Sprint is committed to protecting the privacy of our customers. In accordance with that commitment, we take measures to verify that callers are authorized to discuss and/or make changes to an account. Specifically, we require that each account has a PIN and that the PIN is verified by the account holder or an individual authorized to have access to the account before we can discuss sensitive account information or make any changes to the account. We have not had the opportunity to obtain permission from Mr*** to discuss this matter with him or authenticate his ability to access account information with regard to this inquiry. As a result, we cannot provide private information, or make any changes to the account On behalf of Sprint, I apologize for any inconvenience Mr*** may have experienced as a result of this matter. If Mr*** has any questions regarding this concern, he can contact me directly by calling Sprint Executive & Regulatory Services department toll-free at ###-###-####, ext***. I am available Monday through Friday 9:a.mto 5:p.m., Central Time Sincerely, Donnetha CExecutive Services Analyst

April 5,
Revdex.com
Ward Parkway, Suite
Kansas City, MO
Re: Revdex.com Case ***, *** ***
Virgin Mobile USA Inquiry
Sprint Case ***
To Whom It May Concern:
Sprint is in receipt of the above-referenced inquiry of Ms*** ***
regarding our Virgin Mobile USA (VMU) productWe appreciate your assistance in bringing our customers’ concerns to our attentionIn her complaint, Ms*** expressed her concern with VMU’s offering to replace her malfunctioning device with a refurbished device instead of a new deviceShe believes that because her malfunctioning device was new at the time of activation, she should receive a new device as a replacementShe further expressed her concern with her device model being advertised as having 8GB of internal storage available; however, she only has access to 1.3GB due to all of the pre-loaded data on the deviceIn addition, she stated that she has not been able to successfully install the Mobile ID pack on her device, citing that each time she power cycles her device she is prompted to re-install the applicationAs a result, she requested to be sent a new device as a replacement
Our records reflect that Ms*** purchased her new LG device in February 2016; however, the device was not activated until March 14, Our records further reflect that Ms*** contacted our Customer Care representatives on March 17, 2016, and requested a replacement device due to her newly activated device malfunctioningAt that time, a case was created to send Ms*** a replacement deviceIn addition, we received a follcall from Ms*** on March 19, 2016, inquiring about the status of her replacement deviceMs*** was informed that she would receive a refurbished device as a replacement
During our March 22, 2016, conversation with Ms***, we informed her that although her device was not activated until March 14, 2016, she exceeded the 14-day return time frame because the device was purchased in February We further informed her that devices replaced within the one-year’s manufacturers warranty period are replaced with a refurbished device of the same make and modelHowever, as a one-time courtesy, we agreed to send Ms*** a new device of the same make and modelDuring our supplemental conversation with Ms*** on March 30, 2016, she confirmed that she received her new device and that she was able to successfully install the Mobile ID packShe further stated that she would contact the manufacturer regarding the internal storage on the device because she believes the advertised storage includes the pre-loaded applicationsAs such, we believe this matter has been fully resolved
On behalf of Sprint, I apologize for any inconvenience this matter may have caused
Ms***If she has questions regarding this issue she may 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 O
Executive Services Analyst

February 4,
*** ***
Revdex.com
Ward Parkway, Suite
Kansas City, MO
Re: Revdex.com Case ***, *** ***
Virgin Mobile USA Inquiry
Sprint Case ***
Dear Ms***:
Sprint is in receipt of the above-referenced inquiry of Ms
*** *** regarding our Virgin Mobile USA (VMU) productWe appreciate your assistance in bringing our customers’ concerns to our attentionIn her inquiry, Ms*** indicated that her account was cancelled without notice, citing that VMU always emailed or text messaged her when it was time to Top-UpShe requested that VMU acknowledge failure to send her reminders which led to the cancellation of her service and issue her a full refund of her account balance
Our records reflect that Ms*** is currently enrolled in our 20-cents per minute service planThis service plan requires $payment every days or $payment every days in order to maintain servicesOur records further reflect that on January 2, 2016, due to a systematic error Ms***’s VMU account was cancelled without any notification sent to her which resulted in her account balance being removed from her accountWe confirmed that Ms*** contacted our Customer Care representatives on January 15, 2015, to report this errorAt that time her VMU account and balance of $was restored
During our February 3, 2016, e-mail conversation with Ms*** we provided the information outlined aboveShe confirmed that her account and balance of $were restoredIn addition, we advised that her current through date was extended through January 15, 2017, giving her the opportunity to exhaust the positive funds accumulated to her account without having to remit a $payment every daysRegarding her refund request, as outlined in our VMU Terms and Conditions, any service payments remitted to VMU can only be redeemed toward VMU service and is not refundableWe respectfully decline Ms***’s refund requestAlthough Ms*** disagrees with our positon, we believe we have fully addressed this matterWe are currently working with her on another issue unrelated to the concerns outlined in her complaint
On behalf of Sprint, I apologize for any inconvenience Ms*** may have experienced as a result of this matterIf Ms*** 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 10:a.mto 6:p.m., Central Time
Sincerely,
Donnetha C
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 ***, and find that this resolution is satisfactory to me
Regards,
*** ***

We appreciate your assistance in bringing our customer’s concerns to our attentionIn her complaint, Ms*** indicated that she changed mobile providers and left an approximately $paid balance on her VMU accountShe requested a refund of the paid balance reflected on her account at the time
it was closed
Our records reflect Ms*** subscribed to a grandfathered Pay-As-Yrate plan of cents per minuteThis service plan requires a $payment be made every days or $every days in order to maintain servicesOur records further reflect that Ms*** had a balance of $reflected on her account at the time it was closedAfter reviewing the circumstances of the request we agreed to issue a refund of the remaining account balance in the amount of $During our discussion with Ms*** on March 1, 2016, we advised her of the above information, and informed her she can expect a refund check within 7-daysMs*** confirmed her satisfaction with the resolution brought forthDuring our follow up phone call with Ms*** on March 7, 2016, she confirmed she received the refund check
On behalf of Sprint, I apologize for any inconvenience Ms*** may have experiencedIf Ms*** has any additional questions, 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,
** *** *
** *** *
Executive Services Analyst

May 16, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case ***, *** *** 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 department. We appreciate your assistance in bringing our customers’ Virgin Mobile USA (VMU) concerns to our attention. In her inquiry, Ms*** indicated that after placing an order online for a new device she did not receive a confirmation e-mail. She further indicated that she contacted the VMU Customer Care department and was advised that her request to cancel the order was processed, but the following day the order status was changed to “shipped”. Because she was unable to refuse the shipment she requested a return envelope to send the device back to VMU, which was not received. She requested that VMU provide her with a prepaid shipping label and a full refund of the cost of the device after she returns it to VMU We attempted to reach Ms*** at phone ending with *** and via e-mail on May 4, 2016. Although our attempt to reach her was unsuccessful we received an e-mail from her on May 6, 2016, and she indicated that this matter has been fully resolved. She confirmed receipt of her refund and indicated that no further assistance is required We regret any inconvenience this matter may have caused Ms***. 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

April 5,
Revdex.com
Ward Parkway, Suite
Kansas City, MO
Re: Revdex.com Case ***, *** ***
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 her inquiry, Ms*** requested that her VMU branded iPhone plus 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
Virgin Mobile 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 at 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 DSU unlockingPlease note that the SIM Unlock code was transmitted to the device in question on April 1, 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 MsThomasIf 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,
*** **

June 7, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case ***- *** *** Virgin Mobile USA Inquiry Sprint Case *** To Whom It May Concern: Sprint is in receipt of the
above-referenced inquiry of Ms*** *** regarding our Virgin Mobile USA (VMU) product. We appreciate your assistance in bringing our customers’ concerns to our attention. In her inquiry, Ms*** stated that the home button on her iPhone device is not working. Ms*** further stated that she was informed by Apple and VMU that her device does not have a warranty; therefore, her device is not eligible to be repaired or replaced. In addition, she stated that she was informed that she will need to purchase a new device. Ms*** requested to have her device replaced Our VMU Terms and Conditions outlines that new equipment is sold with a one-year manufacturer’s warranty. When equipment is purchased from one of our third-party retailers, said equipment is bound to the warranty/exchange policy at the point-of-purchase and the customer should direct any inquiries regarding device exchanges to the staff of that location. During our May 23, 2017, conversation with Ms*** we provided the information outlined above. We further informed Ms*** that her device warranty expired on January 22, 2015. However, as a courtesy, we agreed to send her a replacement device for a $service fee. We are pleased to inform you that Ms*** accepted our offer and an order was submitted for a device on May 26, 2017. During our supplemental conversation with Ms*** on June 6, 2017, she confirmed that she received the replacement device and it is functioning properly On behalf of Sprint, I apologize for any inconvenience Ms*** may have experienced as a result of this concern. If Ms*** has questions regarding this issue 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 3:p.m., Central Time Sincerely, Kendra *** Executive Services Analyst

December 28, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case ***, *** *** Virgin Mobile USA Inquiry Sprint Case
*** To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of Ms*** *** regarding our Virgin Mobile USA (VMU) product. We appreciate your assistance in bringing our customers’ concerns to our attention. In her inquiry, Ms*** indicated that she made a $purchase through our VMU website. Although she received notification that her credit card was charged prior to her device being shipped, she confirmed that there was an error on her order with no updated tracking availableMs*** then contacted VMU Customer Care and was advised the phone was processed for return and that she would receive a refund. In addition, she would have to purchase the device once more at full price and was provided a discount code that did not work. Ms*** would like to purchase the device at the sale price of the original purchase Our records reflect that on November 28, 2016, Ms*** submitted an order for the Samsung Galaxy Sin the amount of $399.99. Our records further reflect that such order was systematically cancelled due to an error in our ordering system. As such, Ms*** would have to place the order for the full price and refund would be sent for the differences In an effort to obtain additional information regarding the order and to confirm if refund was received, as well as to offer an alternative resolution we attempted to reach Ms*** on December 19, and 21, 2016, at the phone number and e-mail provided in her inquiry. Unfortunately, our attempts to reach her were unsuccessful. In addition, a letter was sent on December 21, 2016, via the United States Postal Service (USPS) to the address provided in her inquiry inviting her to contact us for assistance. However, during our communication with Ms*** via e-mail on December 27, 2016, Ms*** informed us that she has since cancelled her service and will not be requesting services from Sprint and its affiliates We regret any inconvenience this matter may have caused Ms***. If we can be of further assistance with this issue, she 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

June 30, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case *** *** ***, Rebuttal Virgin Mobile USA Inquiry Sprint Case *** To Whom It May Concern: Thank you for forwarding the above-referenced inquiry of Ms*** *** to the Sprint Executive & Regulatory Services department. We appreciate your assistance in bringing our customer’s Virgin Mobile USA (VMU) concerns to our attention and regret the circumstances that led her to contact your office again. In her most recent inquiry, Ms*** indicated that she has continued to experience issues with her services. Specifically, she believes that her plan data is being consumed by streaming music, which should be free as part of her service plan. She advised that she would like to receive one month of free services due to the issues she has experienced We corresponded with Ms*** regarding these concerns via e-mail. We explained that after a thorough review of our records we are unable to identify any error on the part of VMU. We are dedicated to providing our customers with world-class wireless services at the most competitive pricing levels possible. Therefore, in an effort to ensure that our network is performing at optimum levels, we reserve the right to limit data throughput speeds for the remainder of a billing cycle once a customer reaches a usage threshold, determined by plan selection, within a billing cycle. As outlined in our VMU Terms and Conditions, unlimited data services remain available to customers once that limit is reached; however, maximum data speeds will be reduced until the next bill cycle begins These data reductions are temporary; once the customer starts their next monthly billing cycle, their 3G/4G data speed will be restored. For VMU customers not wanting to wait for the beginning of their next billing cycle to regain faster data speeds, customers can “buy up” and restart their monthly service to restore speeds. Also, additional high-speed data packs are available for purchase to supplement data usage within a billing cycle. Customers who are approaching the limit each month receive two text message notifications: one when they reach percent of the monthly threshold; and another once they reach the threshold. Customers are able to keep track of their data usage throughout the month by logging into their My Account on www.virginmobileusa.com. We also explained that while streaming music is included in her plan she must download a participating music partner. For more information regarding the streaming music feature of her plan we directed her to our website, https://www.boostmobile.com/support/faq/plans-services/unlimited-music-streaming...⇄ We regret any inconvenience these matters may have caused Ms*** 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 *** *** *** I am available Monday through Friday from a.mto p.m., Central Time Sincerely, *** Executive Services Analyst

June 27, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case ***, *** *** *** Assurance Wireless Inquiry Sprint Case ***
To Whom It May Concern: Sprint 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 her inquiry, Ms*** stated that she has not been able to use the device that she received from day one. As such, she requested to be removed from the Assurance Wireless Lifeline services or provide her with a working device Unfortunately, our attempts to contact Ms*** via the telephone number and e-mail address provided in her inquiry on June 7, 9, and 13, 2017, were unsuccessful. In addition, a letter was sent to her via United States Postal Services (USPS) on June 13, We are committed to protecting the privacy of our customers and complying with all laws that apply to the collection, access, use, disclosure, and security of their personal information. We do not disclose any of our customers’ personal information unless authorized by the customer or required by law. In accordance with that commitment, we take measures to verify that callers are authorized to discuss and/or make changes to an account. Specifically, we require that each account has a PIN and that the PIN is verified by the account holder or an individual authorized to have access to the account before we can discuss sensitive account information or make any changes to the account. If the PIN cannot be provided, other specific identifiers may be required to discuss the account information or to implement the changes being requested. For additional information regarding our Privacy Policy, including how we collect, access, use, disclose, and secure personal information, Ms*** may visit our website, www.assurancewireless.com We regret any inconvenience this matter may have caused Ms***. If we can be of further assistance with this is***, she 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

July 20, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case ***, *** *** *** 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 department. We appreciate your assistance in bringing our customers’ Virgin Mobile USA (VMU) concerns to our attention. In her inquiry, Ms*** indicated that after several months of poor coverage she would like for her account to be cancelled and a refund of $for her June service payment. We spoke with Ms*** regarding this matter on July 11, 2016, and explained that per the VMU Terms and Conditions, service payments are not refundable. A review of her refund request determined that she had used more than the allowable amount of voice for refund consideration after the payment in question was posted. Furthermore, we identified we had two service tickets in her area that may have impacted her services for the month of June, 2016. Our Finance team took that into consideration; however, the amount of voice usage reflected on her account verified she was able to use our service. Due to Ms***’s account being cancelled we are unable to submit a trouble ticket to verify if she was being affected by our coverage or service We regret any inconvenience this matter may have caused Ms***. 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, *** HExecutive Services Analyst