Integrated medical

February 23, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case ***, Rebuttal - ***n *** Assurance Wireless Inquiry Sprint Case *** To Whom It May Concern: Sprint is in receipt of the above-referenced follinquiry of Mr***n *** regarding our Assurance Wireless product. We appreciate your assistance in bringing our customers’ concerns to our attention. In his inquiry, Mr*** stated that his issue has not been resolved because his wife did not receive a refund for the full payment As outlined in our previous response, 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. If the PIN cannot be provided, other specific identifiers may be required to discuss the account information or to implement the changes being requested. We have not had the opportunity to obtain permission from the account holder 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. During our February 17, 2017, conversation with Mr***, he confirmed that he still is not able to authenticate the above referenced account. As such, we informed him that due to his inability to authenticate the account, we are unable discuss and/or make changes to the accountMr*** stated that he has already requested to PIN code from the account holder; however, the account holder has not provided it to him. Mr*** stated that he will contact our office once he is able to authenticate the account On behalf of Sprint, I apologize for any inconvenience this matter may have caused. If we can be of further assistance with this matter, Mr*** can 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 *** 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 as Assumed Answered]
Complaint: ***
I am rejecting this response because:My husband, *** ***, has spoken with Mrs***, a supervisor with Sprint's executive office, on separate occasions Her excuse for everything has been "we no longer have records." She claims their finance department only holds payment records for months and therefore cannot prove I made more than $of payments Yet, they admit there is still $on my account When Mrs*** was asked to pull the tapes for the phone calls from Virgin Mobile to verify the misinformation provided by their representatives, she says they only keep them for days She has also made claim that we did not allow Virgin Mobile or Sprint the opportunity to troubleshoot the phone Suspiciously, their record seems to be missing several phone calls with Virgin Mobile which we attempted to do just that The underlying theme is that VM/Sprint conveniently has no records of anything with regards to my account They in fact removed my account in February 2017, even before I has officially cancelled my service with VM By doing this, they prevented me from having access to the history of my account and all payments made All this information has magically disappeared. We are getting nothing but double talk, assumption, and omission with regards to our dealings with VM/Sprint because no one ever took the time to review the phone tapes they say no longer exist Mrs*** has added to the double talk by saying if I would have upgraded my phone, it would have worked because it would be supported by their 4G service But then goes on to say they would not have supported the phone on my current plan This it what I believe is the heart of the issue: VM wanted me off the pay as you go plan I had been on since and wanted me to pay for monthly service. Mrs*** preceded to tell my husband I was lying about what had occurred and what was told to me my both VM and Sprint personnel She also called my husband a "conspiracy theorist" because they have lost all records of my account, they have no record of several phone conversations with VM personnel, and they are just unable to back up any of the claims made by VM/Sprint We have regressed to the point where individuals at the Spring executive level are resorting to name calling We have provided names and dates of phone calls to VM, but Sprint is now claiming these calls never happened because their records to not show it They are attempting to re-write the history of his account by deleting it, then telling you nothing happened, and calling me a liar. I am not sure where we go from here, but one thing is for certain Sprint has shown they will do whatever it takes to come out on top
*** ***

August 11, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case ***, *** *** - Rebuttal 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 customer’s concerns to our attention and regret the circumstances that led to her contacting your office again. According to the information provided, Ms*** stated that VMU has not provided her with adequate service since January 2017. Ms*** indicated that her account balance was over $at the beginning of 2017, but she was unable to use the service. In addition, she stated that the issue still remains unresolved as she feels that she is due a refund of the remainder of her previous account balance of $ As stated in our previous response to your office dated August 2, 2017, our records reflect that Ms***’s account was activated on January 10, 2006, and was subscribed to our Min2Min service plan, which required a $payment every days or $every days to retain active services. VMU Terms and Conditions outline that service payments remitted to VMU are final and non-refundable, and any unused paid funds remaining on an account at the time service is cancelled will be forfeited. Our records further reflect that on January 15, 2017, Ms*** contacted the VMU Customer Care department via e-mail to report her concerns. During her subsequent communication with VMU Customer Care on January 17, 2017, via e-mail, Ms*** inquired as to how to obtain a refund of the balance reflected on the account at that time. Ms*** was advised of VMU Terms & Conditions regarding refunds. The service address provided by Ms*** is within our coverage area; however, multiple service tickets were opened for the cell site servicing her home usage area, and one issue is currently ongoing During our conversation with Mr*** *** on behalf of Ms*** on March 1, 2017, we explained that our Finance department agreed to refund $90, which is the amount equal to what was paid for the duration of the issue, of which $would be sent in the form of a check to the address provided in the inquiry, and $was refunded to the credit card ending in *** for a payment remitted on October 16, 2016; and a second $refund was issued to the credit card ending in *** for a payment remitted on October 14, 2016. During our subsequent conversation with Mr*** on August 7, 2017, we informed him that in an effort to resolve his account related concerns we would resubmit his refund request for an additional review to determine if any options are available to provide an additional refund of Ms***’s previous account balance of $ Based on the information provided in Ms***’s follinquiry, and in an effort to re-evaluate our position, we confirmed that the issue with the cell site is an isolated issue. However, due to her port out request, which led to the cancellation of her account on February 15, 2017, we are no longer able to further investigate her reported concerns. Due to any possible misunderstanding that may have occurred regarding our refund policy, as a courtesy we agreed to reinstate or apply the remaining accumulated balance in the amount of $to the account of a friend or family member that has an active account with any of our Sprint products; unfortunately, Mr*** declined our offers. During our subsequent conversation with Mr*** on August 10, 2017, we informed him that our position remains regarding our decision to decline any further refund requests relating to Ms***’s VMU account. 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 a.mand p.m., Central Time Sincerely, *** ** Executive Services Analyst

August 14, 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 Mr*** *** regarding our Assurance Wireless product. We appreciate your assistance in bringing our customers’ concerns to our attention. In his inquiry, Mr*** stated that the text feature on his device is malfunctioning, and after performing multiple troubleshooting steps with our Customer Care representatives his issue still has not been resolved. Mr*** further stated that our representatives informed him that he has the option of purchasing a new device; however, he would be required to change his plan if he purchases a new device. In addition, Mr*** stated that even though has had multiple e-mail conversation with our Customer Care department, our representatives are still unwilling to replace his malfunctioning device although he is eligible for a replacement Our records reflect that Mr*** sent our Customer Care department an e-mail on July 4, 2017, stating that his device was malfunctioning. As a result, our representatives sent Mr*** an e-mail response providing him with basic troubleshooting steps to perform. Our records further reflect that Mr*** contacted our Customer Care department via phone on July 19, 2017; however, our representatives were unable to assist him because he contacted them from his device and did not have an alternate device to be contacted on. In addition, Mr*** sent our Customer Care department an e-mail on August 1, 2017, stating that his device was still malfunctioning. Our representatives sent him an e-mail response informing him that an Android device could be sent to him as a replacement; however, replacing his device with an Android would require him to change his plan and he would have to remain a customer with Assurance Wireless for months before he could transfer his service to another benefit provider During our August 4, 2017, with Mr***, we offered to send him a replacement device due to his stating that his device was malfunctioning. We informed him that activating an Android device will require his plan to be changed. In addition, Mr*** is required to remain an Assurance Wireless customer for months before he can transfer his service to a different Lifeline provider. We are please to inform you that Mr*** accepted our offer to send him an Android device. In addition, Mr*** received and activated the new device on his account on August 9, 2017. As such we believe this issue has been fully resolved On behalf of Sprint, I apologize for any inconvenience this matter may have caused Mr***. If he 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 3:p.m., Central Time Sincerely, Kendra *** Executive Services Analyst

February 8,
*** ***
Revdex.com
Ward Parkway, Suite
Kansas City, MO
Re: Revdex.com File ***
Virgin Mobile Inquiry
Sprint Case ***
Dear Ms***:
Sprint is in receipt of the above-referenced
inquiry of Mr*** *** regarding our Virgin Mobile USA (VMU) productIn his complaint, Mr*** expressed his dissatisfaction with the warranty replacement LG Volt device he received, citing it is inferior to the HTC Desire he originally hadMr*** also indicated that he returned his defective device back to the warehouse; however, it has not been identified as received and he was informed his services will be interrupted due to non-returned equipmentAs such, he is requesting another HTC Desire replacement device and a prepaid envelope to return the LG Volt
Starting November 19, 2014, VMU implemented a new $fee for warranty replacements to all Virgin Mobile phones on a Beyond Talk service plan, which is payable at the time the warranty replacement is orderedThis fee can be waived one time within a 12-month rolling period for customers with phone insurance, or customers can contact the manufacturer to have the device concerns addressed under the one year manufacture warranty
Our records do not support that he is paying the additional monthly fee for phone insurance; therefore, to have his device replaced, there will be a $fee assessed, plus taxesOur records further reflect Customer Care applied a $credit towards his account to off set the warranty replacement cost
During our discussion with Mr*** on February 4, 2016, we explained we are unable to confirm that his equipment was returned to the warehouse; however we will continue to monitor the return status of the device in questionWe further explained to Mr*** that the HTC device he originally purchased is out of stock and that is why he received the LG Volt as a replacementAs resolution to the complaint brought forth, we exchanged his LG Volt for a Samsung Galaxy Jand we are happy to confirm that Mr*** confirmed satisfaction with the resolution provided
On behalf of Sprint, I apologize for any inconvenience Mr*** has experienced regarding this matterIf you or she has any additional questions regarding these issues, he can contact me 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,
La Taushia L
La Taushia L
Executive Services Analyst

November 10, 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 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. In her inquiry, Ms*** indicated that she started experiencing service related issues immediately upon activation. She also indicated she contacted VMU Customer Care and was promised a new device, but one was never receivedMs*** requested a $refund because she was unable to utilize the full 10GB of high speed data included in her plan Our records reflect that Ms*** is subscribed to our $Unlimited Plan, which includes 10GB of high-speed data. In addition, Ms***’s usage on October 28, 2016, reflected 7985.28MB of 3G and 3069.40MB of 4G. During our discussion with Ms*** on October 28, 2016, we provided the information detailed above and advised that the issues she was experiencing are likely device related. We also explained that due to the amount of usage verified on the account we are unable to issue a refund. She confirmed that the device she activated had been previously activated on another account years ago, and as such, the device is no longer covered by a manufacturer’s warranty. We agreed to review her claim that she was offered a free device and follow up with her. At that time; however, she requested no further contact from our office regarding this matter After a review of the interaction in question we determined that there was no offer made to Ms*** to send her a free device. However, as a courtesy we are willing to provide a complimentary Motorola Moto G or LG Kdevice. Should she wish to accept this offer she may contact our office directly by December 9, 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 ###-###-####, ext***. I am available Monday through Friday from a.mto p.m., Central Time Sincerely, Veronica BExecutive Services Analyst

July 18, 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. According to the information provided, Ms*** requested a plan change while logged into her account via our website, and requested that it be effective for her next bill cycle; however, the plan change was implemented immediately and she was billed $She further stated that she contacted VMU Customer Care and spoke to a representative who stated that she would update the plan, but the representative charged her card again although she had requested a refund of $ We regret any misunderstanding that may have occurred during Ms***’s attempts to receive her refundDuring our initial discussion with Ms*** on June 29, 2016, we explained that we would forward her refund request to our Finance team for further investigationOn July 15, 2016, we received notification that Ms*** was issued a refund of $to her credit card. It can take up to to business days for the refund to post. We attempted to reach Ms*** for follow up via the telephone number and e-mail address included in her inquiry on July and 18, 2016, to confirm that she has received the refund back to her credit card ending in ***Unfortunately, we were not able to speak reach herWe invite Ms*** to contact our office if she has not received her refund within the timeframe outlined above On behalf of Sprint, I apologize for any inconvenience this issue may have caused Ms***. If she has additional questions regarding this concern, she 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

February 9, 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 rebuttal, Ms*** expressed her dissatisfaction with our return policy. She explained that she was not aware that the day return policy began from the date of the order, and not from the date the device is received. We spoke with Ms*** regarding this matter on February 3, 2017, and advised her that we are unable to provide a refund for her device, because she exceeded the day return policy. Return of new equipment purchased from the VMU website must be made within days from date of purchase. The customer is responsible to pay for shipping charges when returning a new deviceDue to shipping time customers are given a total of days from date of order to return the device for refund. We are unable to verify that the device was returned within 7-days of the order being placed. Although we are unable to issue a refund for the device in question, if Ms*** would like to accept our offer for a replacement device and a credit for one month of service charges, she can contact us directly. 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, *** HExecutive Services Analyst

March 30,
Revdex.com
Ward Parkway, Suite
Kansas City, MO
Re: Revdex.com Case 11189972, *** ***
Virgin Mobile USA
Sprint Case
To Whom It May Concern:
Sprint is in receipt of the inquiry referenced above, filed by Ms***
*** regarding our Virgin Mobile USA (VMU) productWe appreciate your assistance in bringing our customers’ concerns to our attentionIn her inquiry, Ms*** indicated she was charged $on her bank debit card and her AMEX card for the same monthAs a result, she requested a refund in the amount of $in the form of a certified check
Our records reflect that Ms*** registered her credit card ending with on July 15, 2013, for automatic paymentsOur records further reflect that the credit card was removed from automatic payments on December 7, 2015, after the December payment was processedOur records further reflect that the January 7, 2016, payment was remitted with Visa debit cardOn January 16, 2016, a chargeback for the December 7, 2015, payment with AMEX ending in was received and processedTherefore, her service was suspended on that day awaiting payment for December In addition, this account was cancelled on March 17,
Unfortunately, we have been unsuccessful in speaking directly with Ms***; however, during our communications with her via e-mail on March 11, 18, 20, 21, 29, and 30, 2016, we provided the information detailed aboveMs*** agreed to provide proof of both charges; however, we received the AMEX statement showing only the credit for the chargeback and the bank statement showing her January payment to VMU, payment to AMEX, and a third charge not related to VMU or AMEXUnfortunately, we are unable to verify a double charge for her January payment to VMUAs such, we respectfully denied her request for $refund
We regret any inconvenience this matter may have causedIf we can be of further assistance with this issue, Ms*** can contact me by calling our Executive & Regulatory Services department toll-free at 1-855-848-3280, extI am available Monday through Friday between 7:a.mand 3:p.m., Central Time
Sincerely,
Veronica B
Executive Services Analyst

September 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 attention. In his inquiry, Mr*** stated that he remitted payments totaling $to his VMU account; however, his next payment due date was extended to days instead of days. Mr*** further stated that when he logged into his VMU online account the option to make a payment is in $increments even though the minimum payment due to extend service for days is $10. Therefore, each time he makes a $payment his next payment due date is not extended, and he has to make additional payments. Mr*** requested that we extend his next payment due date for days because he made four payments that totaled $ Our records reflect that Mr***’s Pay-By-The Minute service plan requires that he remit a payment of $every days or a $payment every days in order for services to remain active with VMU and to prevent the forfeiture of any accrued paid balance. A full payment of $or $is required on or before the payment due date in order for his services to remain active and to extend the services for an additional or days In order to ensure proper resolution, we must speak with Mr*** directly. We attempted to contact Mr*** at phone number ending with *** to discuss this matter in detail on September 6, 7, and 8, 2017; however, we were unable to reach him. In addition, we also sent Mr*** a letter via the U.SPostal Service on September 18, 2017, asking him to contact us directly. We welcome Mr*** to contact us at his earliest opportunity if further assistance is needed On behalf of Sprint, I apologize for any inconvenience this matter may have caused Mr***. 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 4:p.m., Central Time Sincerely, Kendra *** Executive Services Analyst

August 11, 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’ Boost Mobile concerns to our attention. In her inquiry, Ms*** indicated that she purchased a device from the Virgin Mobile USA (VMU) website, but accidently ordered two devices instead of one. When she contacted our Customer Care department she was advised to return the unwanted device and she would receive a refund. She explained that although she returned the device and it reflects to have been received by VMU, she had yet to receive her refund at the time of her filing. She requested additional assistance with this matter. We attempted to contact Ms*** on July 18, and 20, 2017, at the telephone number ending in ***, and via e-mail to discuss this matter in detail. In addition, we sent her a letter on July 21, 2017, via the U.SPostal Service asking her to contact us directly. Although we have yet to receive any follfrom Ms*** our records reflect that a refund was issued on July 14, 2017, for the device in question. As such, we believe this matter has been resolved 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, Christopher HExecutive Services Analyst

February 29,
Revdex.com
*** *** *** *** *** *** *** ** ***
Re: Revdex.com Case ***, *** ***
Virgin Mobile USA Inquiry
Sprint Case ***
To Whom It May Concern:
Thank you for forwarding the above-referenced inquiry of Mr***
*** to the Sprint Executive & Regulatory Services departmentWe appreciate your assistance in bringing our customer’s Virgin Mobile USA (VMU) concerns to our attentionIn his inquiry, Mr*** indicated that he accumulated a $paid balance on his VMU account because he was unable to use his services while overseas for an extended period of timeHe further indicated that in January his device stopped working and he contacted VMU Customer CareHe claimed he was provided the option to purchase a new device and subscribe to a $per month price plan or close his account and forfeit the $paid balanceBecause he is unable to secure a VMU PayLo branded device to use with his expired rate plan he requested a refund of the paid balance on his account
Although we have not spoken with Mr*** by phone, we have corresponded with him via e-mail regarding this matterOur records reflect that he is subscribed to a sales expired Pay-As-Yplan, which requires that he add at least $to his account every days to retain active serviceIn an effort to resolve this matter we offered to provide him with an Alcatel One Touch SpeakEasy device, which is compatible with his expired price plan, at no costIn addition, we offered to extend his next payment requirement by one year to allow him to continue to use services while depleting the $paid balance reflected on his account without having to make a payment during that timeWe explained that per our Terms and Conditions, the unused paid balance reflected on the account at the time it is closed is not refundableTherefore, we are unable to honor his request for a refund should he cancel his VMU services
On February 26, 2016, we received a follow up e-mail from Mr*** indicating that he does not accept our offers to provide a replacement device at no cost and extend his next payment requirement by one yearShould he wish to reconsider our offers he may reach out to our office directly
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,
Chris *
Executive Services Analyst

May 17, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File ***, *** *** Virgin Mobile USA Inquiry Sprint Case 2254753
To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of Ms*** *** regarding our Virgin Mobile USA (VMU) productIn her complaint, Ms*** indicated that she was forced to remit two service payments of $within one month to keep her services active. As a result, she requested a refund of $for her device and $for the service payment she made for the month of April 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 Ms*** to discuss this matter with her or authenticate her 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 Ms*** on April and May 2, 2017, at phone number ending in 0167, and via e-mail to discuss this matter in detail. In addition, we sent a letter via US Postal service on May 2, 2017, requesting for Ms*** to contact our office directly for assistance On behalf of Sprint, I apologize for any inconvenience Ms*** may have experienced as result of this matter. If she has any additional questions regarding this issue, she can contact me by calling the Sprint Executive & Regulatory Services department toll-free at 1-*** ext***I am available Monday through Friday from 10:a.mto 6:p.mCentral Time. Sincerely, *** *Executive Services Analyst

May 10, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case ***-Rebuttal, *** *** 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 customer’s concerns to our attention and regret the circumstances that led to Ms***’s contacting your office again. In her inquiry Ms*** confirmed that she agreed with the information provided in our previous response that her remaining account balance after completing an international call on March 19, 2016, should have reflected a as $144.20; however, she indicated that when she checked her balance it was only $ Unfortunately, our recent attempts to contact Ms*** on May 6, and 10, 2016, to discuss her latest concerns have been unsuccessfulWe confirmed that as of May 8, 2016, Ms***’s account balance has been reduced to zero dollars as we confirmed consistent usage on her account on her cents per minute service plan. As such, we were unable to identify any error on the part of VMUDue to the amount of usage Ms*** has occurred within a relatively small time frame we would like to recommend that she upgrade her current cents per minute plan to our $Unlimited Data, Talk, Text PlanWe invite Ms*** to contact our office directly for further assistance On behalf of Sprint, I apologize for any inconvenience this matter may have caused Ms***. If she has any additional questions regarding this matter, I can be reached by calling the Sprint Executive & Regulatory Services department at ###-###-####, ext***. I am available Monday through Friday from a.mto p.m., Central Time Sincerely, Mondrell GExecutive Services Analyst

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Assumed Answered]
Complaint: ***
I am rejecting this response because: The last I spoke to *** H it became very apparent that he was set in his response to me on July 22, They do not wish to recognize the fact that they did not provide me with continuous service and signal to make calls They were not willing to recognize that many of those minutes were repeatedly trying to recall and continue conversations with people whom had calls dropped because of the service going in and out He was not willing to even consider giving me even a partial refund for the stress and aggravation that their service caused me and he was aggravated because I chose to go to a different provider His answer was "set in cement" so to speak and he was not going to budge Further talking to him would have just aggravated my medical condition and would have been senseless I stand by the complaint as it was submitted It is about the money; not the customer
Regards,
*** ***

February 20, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case ***, Mr*** *** Assurance Wireless Inquiry Sprint Case *** To Whom It May
Concern: Sprint is in receipt of the above-referenced complaint of Ms*** *** regarding our Assurance Wireless product. In the information provided, Ms*** cited that she had a very poor customer care experience with Assurance Wireless mobile sales representatives while attempting to apply for Lifeline services. Ms*** indicated that the sales representative ignored her request to not be enrolled for Lifeline services and touched her without her permission. She requested that the mobile representative be reprimanded and that she be removed from Lifeline services with Assurance Wireless. We regret any possible inconvenience she may have experienced with our Assurance Wireless mobile sales representative and we appreciate Ms***’s taking time to share feedback regarding the actions of our Assurance Wireless mobile sales representative. 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. Furthermore, we verified that Ms*** applied for Assurance Wireless service via a mobile application on February 6, 2016. During our February 9, 2017, conversation with Ms*** we provided the information outlined above. Ms*** indicated that due to her poor interaction with our mobile sales representative she did not wish to become an Assurance Wireless customer at this time and would like her application to be removed from database immediately. As such, we have taken immediate action to terminate her Assurance Wireless Lifeline account. Ms*** has confirmed her satisfaction with actions taken to resolve her account related concerns On behalf of Sprint, I apologize for any inconvenience this matter may have caused Ms***. If she has further concerns regarding this matter she can contact me by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####, ext***. I am available Monday through Friday from a.mto p.m., Central Time Sincerely, Mondrell GExecutive Services Analyst

August 25, 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 of Mr*** *** *** to the Sprint Executive & Regulatory Services department. We appreciate your assistance in bringing our customer’s Virgin Mobile USA (VMU) concerns to our attention. In his inquiry, Mr*** indicated that he switched service providers to Verizon and had his account closed; however, he was charged on the 20th of each month after his account was closedMr*** contacted our Customer Care department and was told to dispute the charges with his financial institution. As such, Mr*** requested that the reoccurring service charges be discontinued We spoke with Mr*** on August 3, 2016, and explained that any unauthorized charges would have to be disputed with his bank. In this case, we verified that Mr***’s account has been fully closed and he should not receive any further charges moving forward. After verifying that his account has been closed, we agreed to schedule a call back on August 22, 2016, to verify that his payments have stopped. We attempted to reach Mr*** on August and 23, 2016, to confirm resolution; however, we have been unable to make contact with him. If Mr*** still requires assistance with these matters, we invite him to contact us directly We regret any inconvenience these matters may have caused Mr***. If he has any further questions or concerns regarding these matters 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, *** HExecutive Services Analyst

September 1, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File ***, *** ** *** Virgin Mobile USA Inquiry Sprint Case
*** To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of Ms*** ** *** regarding our Virgin Mobile USA (VMU) product. In her inquiry, Ms*** indicated that she contacted our Customer Care department on July 16, 2017, to order a replacement device for her defective handset, and she paid the $warranty replacement fee. She was advised that the replacement was on backorder and may take up to two weeks for delivery. After three weeks of waiting, she contacted our Customer Care department, and was advised that the device is still on back order and she would need to call Customer Care every Monday to confirm if VMU has received her device. As such, she requested that we provide her with a comparable model. During our initial conversation with Ms*** on August 22, 2017, she advised that she received a telephone call from our VMU Customer Care department stating that they have ordered her replacement device. We spoke with her again on August 23, 2017, and activated her replacement device. As a courtesy, we agreed to apply a $credit to her account in order to offset one month of service charges. Ms*** expressed her understanding and satisfaction with our resolution. We regret any inconvenience Ms*** may have experienced as result of this matter and appreciate her business. If she has any additional questions regarding this issue, 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, *** *Executive Services Analyst

This problem has been resolved the case ID ***. Thank you *** ***

[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:More lies from Sprint I am NOT and never have been a Boost customer Sprint has NEVER been able to activate my iPhone Sprint and VirginMobile refused to refund the purchase price Sprint and VirginMobile both refused to unlock my iPhone so I could use it with another carrier I have contacted Mondrel and his associate numerous times and they have either not replied to my continued requests for assistance or wasted yet even more of my time in fruitless and repetitive attempts trying to get their defective technology to work They have sent me three SIM cards and NONE of them worked I have NOT been compensated for any of my lost time I was originally told my plan cost would be lowered since I am now using a flip phone, but when I checked later they had put me back on a high cost plan with data I have no ability to use I advise against getting trapped with a company like VirginMobile that commits fraud with impunity or any other carrier that uses Sprint's network
Regards,
*** ***