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
I worked with Steven Shoecraft and found his solution to the problem very satisfactoryHe should be commended for his workCompany's need more employees like him
Regards,
Rodger ***

May 5, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File ***, *** *** *** *** USA Inquiry Sprint Case *** To
Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of Ms*** *** regarding our *** *** USA (VMU) product. We appreciate your assistance in bringing our customers’ concerns to our attention. In her inquiry, Ms*** indicated she purchased a new VMU iPhone 7, and approximately a month or two later the camera stopped functioning. The manufacturer replaced her device under provisions of the manufacturer’s warranty; however, she experienced issues with activating the device to her account. She requested that VMU activate her device because she has been without service for two weeks. Our records support that Ms***’s iPhone was activated on April 26, 2017. During our conversation with Ms*** on May 4, 2017, she confirmed that this matter was previously resolved with our Customer Care representatives and she no longer requires assistance. We are pleased to inform you this matter has been fully resolved If Ms*** has questions regarding this matter, she can contact me directly by calling Sprint Executive & Regulatory Services department toll-free at ###-###-####, ext***. I am available Monday through Friday from 8:a.mto 4:p.m., Central Time Sincerely, Marco M Executive Services Analyst

April 20,
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) productWe appreciate your assistance in bringing our customers’ concerns to our attentionAccording to the information provided, Mr*** stated that he was never advised that he could not receive a refund for the paid balance reflected on his account that accumulated over time due to his plan of $.10/minHe requested a refund in the amount of $
We appreciate Mr***’s taking the time to provide us with the details of his experience with our customer service personnel and VMU refund policyWe 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
We regret the circumstances that led Mr*** to close his VMU account on March 28, As outlined in our Terms and Conditions, all funds applied toward a VMU account can only be redeemed toward a VMU product or serviceExceptions to this policy are made if a subscriber activates service in an area with no coverage, or if less than the allowable amount of service is used prior to the refund request
During our discussion with Mr*** on April 7, 2016, we explained the information outlined aboveFurther, we advised Mr*** that although his VMU account was closed on March 28, 2016, we are willing to apply a credit of $to the account of a family member or friend who has an active Boost Mobile, Sprint, or Virgin Mobile USA account, or we can activate a new account with the cash balance amount and allow him to deplete the balance without having to remit a paymentAlthough Mr*** declined our offer, we believe we have reached an amicable resolution
On behalf of Sprint, I apologize for any inconvenience these issues may have caused Mr***If Mr*** would like to accept the above offer he can contact my office directly for assistance by calling the Sprint Executive & Regulatory Services department toll-free at
###-###-####, ext***I am available Monday through Friday from 8:a.mto
4: p.m., Central Time
Sincerely,
Shannon P
Executive Services Analyst

November 15, 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 and regret the circumstances that led him to contact your office once more. In his inquiry, Mr*** expressed his concern with the response to his previous complaint, citing that the analyst provided inaccurate information regarding his willingness to speak with VMU in order to address his concerns. He further stated that he has been unable to use the Mobile Hotspot feature on his device since September 13, 2016, and our representative’s assertion that he used 2GB of data service with his Mobile Hotpot feature is inaccurate. In addition, he stated that our representative failed to address his receiving inaccurate information regarding the towers in his previous complaintAs such, he requested to speak with a representative in order to address his ongoing concerns We appreciate Mr***’s taking the time to provide us with the details of his experience with our Customer Care representatives possibly providing inaccurate information regarding the towers in his service area. 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 During Mr***’s initial discussion with our representatives on October 20, 2016, we verified that he was able to access the web from his device, but the Mobile Hotspot feature would not work with his laptop. At that time he advised that he would visit a Sprint store for assistance because he did not have another device to speak with us on so we could troubleshoot the issue. Also, during this discussion we advised him that our records reflect that he was given a $credit in September and October, 2016, to offset the cost of his Mobile Hotspot add-onAs such, we did not apply any further credits to his account. He expressed his understanding During a folldiscussion with Mr*** on October 24, 2016, he advised that he was able to connect using the Mobile Hotspot feature, but that his connection would be lost after one webpage loaded. We agreed to investigate the matter further and follow up with him. During our follow up on October 28, 2016, we explained that after further review we verified that he had used all of the 5GB of data included in the Mobile Hotspot aand his monthly service plan allotment. Because he disagreed with our findings, as a one-time courtesy we restarted his Mobile Hotspot ato provide him with an additional 2GB of data at no cost. As of November 1, 2016, he had 351.81MB of data remaining. We reached out to Mr*** again on November 10, 2016, and agreed to forward his data usage concerns to our technical support team for further investigation. During our follconversation with him on November 14, 2016, we informed him that we pulled his data usage and verified that he had used all of the 5GB of data included in the Mobile Hotspot aand his monthly service plan allotment. Per Mr***’s request, we removed the Mobile Hotspot feature from his account on that date. Although Mr*** may disagree with our findings we are confident that we have fully addressed his concerns 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 3:p.m., Central Time Sincerely, Kendra OExecutive Services Analyst

We appreciate your assistance in bringing our customers’ concerns to our attentionIn her inquiry, Ms*** indicated that to replace her defective device she purchased a Motorola Moto E from WalmartAfter attempting to activate the device without success she learned that the device is not
compatible with the VMU platform, and is a Data Done Right deviceShe further indicated that during one of her several interactions with Customer Care her PIN/security answer was changed, and she has since been unable to gain access to the account to make any changesShe was able to locate a battery for her defective VMU device, but has been unable to have service reactivated on her old deviceShe requested that her old device be reactivated on her existing VMU account that she recently added $to
Sprint is committed to protecting the privacy of our customersIn accordance with that commitment, we take measures to verify that callers are authorized to discuss and/or make changes to an accountSpecifically, 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 accountWe 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 inquiryAs a result, we cannot provide private information, or make any changes to the account
In order to ensure proper resolution, we must speak with Ms***We attempted to contact her via e-mail to discuss these matters in detail on February 8, 9, and 11, 2016; however, we have been unable to reach herIn addition, we also sent her a letter via the *** *** Service asking her to contact us directlyIn order to address Ms***’s account concerns, we will need to speak with her in order to obtain additional informationWe welcome her to contact us at her earliest opportunity if further assistance is needed
We regret any frustration these matters may have caused and look forward to hearing from Ms*** to address and resolve her account concernsIf she would like to further discuss these matters she can contact me by calling our office at ###-###-####, ext***I am available Monday through Friday, from a.mto p.m., Central Time
Sincerely,
*** *
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,
*** ***

February 10,
*** ***
Revdex.com
Ward Parkway, Suite
Kansas City, MO
Re: Revdex.com File ***, *** ***
Virgin Mobile USA Inquiry
Sprint Case ***
Dear Ms***:
Sprint is in receipt of the above-referenced inquiry of Mr*** ***We
appreciate your assistance in bringing our customer’s concerns to our attentionAccording to the information provided, Mr*** stated that he placed an order for an iPhone 5S with the expectation of next day deliveryHe explained that FedEx delivered his package to the wrong apartment, citing he had to pick up his package at the local FedEx hubMr*** requested a refund for the $shipping fee and an additional $for his inconvenience
We appreciate Mr***’s taking the time to provide us with the details of his experience with our customer service personnel and Virgin Mobile’s device ordering processWe 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
We regret any frustrations that Mr*** may have experienced as a result of his iPhone 5S device orderDuring our email discussion with Mr*** on February 5, 2016, we advised that we have processed a refund check in the amount of $for the shipping cost and that he should receive his refund in to business days at his home addressHowever, we must respectfully deny his request for compensation of $due to his inconvenience, as we found no error on behalf of Virgin Mobile USA with the delivery of his device
During a supplemental email discussion with Mr*** on February 8, 2016, we advised him of the information outlined aboveFurther, we advised that although we did not find an error on behalf of Virgin Mobile USA regarding the shipment order in question, we are willing to provide an account credit to offset one month of service to an existing Virgin Mobile accountMr*** has days from the date of this letter to accept our offer because currently he is out of the country
On behalf of Sprint, I apologize for any inconvenience this matter may have caused Mr***If he has questions regarding this matter, he can contact me by calling the Sprint Executive & Regulatory Services department toll-free at
###-###-####I am available Monday through Friday from 8:a.mto 4:p.m., Central Time
Sincerely,
Shannon P
Executive Services Analyst

April 21, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case ***, *** *** *** 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’ *** Mobile USA (VMU) concerns to our attention. In his inquiry Mr*** indicated that he attempted to purchase an iPhone on April 1, 2017, with a promotional code offering $off of any device priced $or higher; however, the promotional code did not work, and it expired while he was attempting to contact us to resolve his concern. He further stated that he received contact from our offices and we offered him $off a device purchase, but Mr*** declined our offer and would like for our marketing e-mail to be honored. We initially spoke with Mr*** regarding this matter on April 6, 2017, and explained that we would work with our marketing team to honor our agreement. We received an updated promotional code, and we contacted Mr*** on April 12, 2017, to assist him with a purchase using a promotional code that provides the customer with a $discount towards a new device purchase. Mr*** agreed to follow up with us once he receives the phone for additional assistance with migrating his *** Mobile Data Done Right to *** Mobile USA. We attempted to follow up with Mr*** on April 17, 2017; however, we were unable to establish contact, and we sent him an e-mail to confirm resolution. We received a response on April 19, 2017, that Mr*** received his device, and has successfully migrated to VMU 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 10:a.mto 6:p.m., Central Time Sincerely, Christopher HExecutive Services Analyst

May 23, 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, MrCurtz indicated that he received a promotional offer to return to VMU and receive a percent discount on his device and plan. He advised that the device he chose was not available, and when he called back he was told the offer is only available if he provides a promotional code. He requested that his services be resumed with VMU under the terms of the promotional offer We spoke with Mr*** regarding this matter on May 13, 2016, and explained that we are willing to honor the terms of the promotion that was extended to him; however, the device he selected is out of stock. As a result, we established services for him with a plan at a price point percent less than his previous VMU account. In addition, we agreed to follow up with him once the device he selected is available and assist with processing an order with a percent discount. On the understanding that once the device he chose is available we will provide a percent discount, he agreed that the matter has been resolved to his satisfaction 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, *** ** Executive Services Analyst

August 16, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case ***, Ms*** *** 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 the information provided, Ms*** stated that her Samsung Galaxy Jdevice became defective after having it active for five months. Ms*** indicated that she had been experiencing multiple problems with sending and receiving text messages on the device. Ms*** received a Samsung Galaxy JPerx device as a warranty replacement, but does not feel that this device is comparable to her original device. Ms*** also stated that she has taken action to terminate her VMU account and she would like to report her poor customer service experience. Our records reflect that Ms*** contacted our Customer Care department on July 12, 2017, to report that she had been unable to send text messages to various phone numbers. Our records further reflect that troubleshooting steps were taken to resolve her concerns, but we were unable to identify any network outages were present in Ms***’s home service area. On July 16, 2017, our Customer Care representatives ordered Ms*** a replacement device, the Samsung Galaxy JPerx, as this was the only comparable replacement device available. During our August 4, 2017, conversation with Ms*** we provided the information outlined above. Ms*** expressed her concerns related to our warranty exchange process and requested to obtain a refund for her previous device purchase. We informed Ms*** that we must respectfully decline her refund request as we have confirmed that her Samsung Galaxy Jdevice has exceeded our day Satisfaction Guarantee period. Ms*** indicated that she feels that VMU should do a better job at training our employees to handle difficult customer situations. We agreed to forward Ms***’s feedback through our internal channel for process improvements. Although we regret that Ms*** disagrees with the information provided we believe that we have addressed her account related concerns to the best of our ability. On behalf of Sprint, I apologize for any inconvenience this matter may have caused Ms***. If she has any further concerns regarding this matter she can contact me by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####, ext***. Sincerely, Mondrell *** Executive Services Analyst

May 31, 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 complaint 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*** stated that she purchased an Apple iPhone from the Virgin Mobile website and chose to return the device within the return periodHowever, the return label does not have a telephone number on it for consumers to be able to speak with someoneShe further stated that it is hard to reach someone when callingMs*** stated that she is having a difficult time receiving her refund During our initial conversation with Ms*** on May 16, 2016, we advised that we would forward her request for a refund to our Finance department for further investigation. During our follcall to Ms*** on May 22, 2017, we advised that our records reflect that VMU processed a refund in the amount of $to her credit card on May 9, 2017. Ms*** confirmed that she received her refund and had no further concerns regarding this matter On behalf of Sprint, I apologize for any inconvenience this issue may have caused Ms***If she has questions regarding this concern, 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, Shannon PExecutive Services Analyst

August 8, 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 inquiry of Ms*** *** regarding our Virgin Mobile USA (VMU) productIn her complaint, Ms*** advised that she is no longer a customer of VMU and requested a refund of the balance remaining on her account. During our discussion with Ms*** on July 26, 2017, we informed her that, although we do not provide refunds toward VMU prepaid services, we agreed to forward her refund request to our finance teams for reviewAs a gesture of good faith, we processed a one-time exception refund of Ms***’s most-recent payment totaling $35. During our follow up conversation with Ms*** on July 28, we informed her that, refund check in the amount of $was issued on July 28, 2017, and was scheduled to be delivered by standard delivery within 7-business daysWe also transferred the remaining $balance from Ms***’s account to her husbands’ VMU account Ms*** contacted us August 7, and she confirmed she received the refund check and verified her satisfaction with the resolution provided. On behalf of Sprint, I apologize for any inconvenience Ms*** experienced regarding these matters. If she has any additional questions regarding these issues, 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.mCentral Time. Sincerely, La Taushia LExecutive Services Analyst

January 28,
*** ***
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 attentionAccording to the information provided, Ms*** indicated that she received a message in early July 2015, as a reminder that her cash balance had $and that $would automatically be deducted for her Trequirement to prevent service interruption until the balance is less than $That Twas completed on July 21, 2015, which made the next Trequirement October 21, 2015; however, the account was cancelled in December without a warningAs a result, she requested the balance of $to be restored on her active account
Our records reflect that Ms***’s account was activated on May 27, 2006, and was subscribed to our Cents/Min2Min service plan, which required a $payment every days or $every daysFurther, any paid balance not used prior to the termination of VMU service is forfeitedOur records further reflect that on July 21, 2015, a payment in the amount of $was remitted to
Ms***’s account and on December 19, 2015, the account was cancelled due to a failed TpaymentThe account was restored on December 24, 2015, and at that time a credit of $was applied to her accountA second credit of $was applied by our Customer Care representatives on January 15, Our records further reflect that the balance on Ms***’s account as of November 24, 2015, was $
During our conversation with Ms***, on January 28, 2016, we explained the information detailed aboveWe also confirmed that, based on that information and our inability to identify any error on the part of VMU regarding this matter; therefore, we respectfully decline the requested amount of $Due to any possible misunderstanding that may have occurred, we agreed to restore the balance in the amount of $300.22, and extend the current through date until January 21, 2017, giving her the opportunity to use her positive account balance without having to remit any further payments until that date or until the balance is depletedWe are happy to inform you that Ms*** agreed and confirmed satisfaction with our resolution
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 ###-###-####, ext***I am available Monday through Friday between 7:a.mand 3:p.m., Central Time
Sincerely,
Veronica B
Veronica B
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.I am so appreciative of the swift and effect e assistance I received from Sprint regarding this matter
Regards,
*** ***

March 15, Revdex.com Ward Parkway Suite Kansas City MO Re: Revdex.com Case ***, *** ***, Rebuttal *** *** inquiry Sprint Case *** To Whom It May Concern: Sprint is in receipt of the above-referenced follinquiry of Ms*** *** regarding our *** *** product. We appreciate your assistance in bringing our customers’ concerns to our attention and regret the circumstances that led to Ms***’ contacting your office once again. In her rebuttal, Ms*** stated that she was on a *** *** USA (VMU) plan and not a *** *** plan, she did not change rate plans after she made a payment, and she is unsatisfied with the outcome of this complaint. During our previous conversation with Ms*** on March 1, 2017, we addressed the billing concerns brought forth referencing her *** *** account as outlined in her complaintIf she has questions or concerns pertaining to a VMU account she can contact us, provide the account information, and we will address any inquires she may haveWe attempted to follow up with Ms*** at (xxx) xxx-*** and via e-mail to discuss any additional concerns she may have on March 10, and 15, 2017; however, we have been unable to reach herWe invite Ms*** to contact our office, if further assistance is needed; however she confirmed the billing issue has been resolved during our previous conversation, on March 1, 2017. On behalf of Sprint, I regret 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 ###-###-####, ext***. I am available Monday through Friday from a.mto p.mCentral Time. Sincerely, LaTaushia LExecutive Service Analyst

September 9, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File ***, *** D *** 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 (VMU) productIn her complaint, Ms*** indicated she was having problems with picture mail and using our LTE network while being on a phone call. As such, she requested for these issues to be resolved During our initial conversation with Ms*** on August 18, 2016, we advised that VMU does not support data and voice calls to simultaneously work unless she is connected to a network. Furthermore, we attempted to troubleshoot her device in regards to her delayed messaging and picture mail; however, we were unable to detect any issues with our network to cause this issue. Upon research, we determined it was a device issue, and as such, we agreed to replace her device. We spoke with Ms*** on September 6, 2016, and she advised she was able to activate the new phone, but on her sister’s account as she will be switching service providers to a provider that can provide both voice and data simultaneously. In addition, we applied a $credit on her sister’s account per our agreement. Ms*** expressed her understanding of our resolution On behalf of Sprint, I regret 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 ###-###-####, ext***I am available Monday through Friday from 10:a.mto 6:p.mCentral Time. Sincerely, Christopher HExecutive Services Analyst

February 24, 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 concerns to our attention. In her inquiry, Ms*** indicated that she placed an order for a new device, but the device was defective. Ms*** requested a replacement device because she contacted Apple, and Apple was unable to resolve her issues. During our initial discussion with Ms*** on February 13, 2017, we advised that since she attempted to receive a replacement device within the day period, we would honor her request to send her a replacement device if she returned the original device. Ms*** agreed, and we followed up with her on February 16, 2017, and confirmed she received our replacement device. As a courtesy, we applied a $credit to cover one month of service charges. Ms*** expressed her understanding and satisfaction of our resolution 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, *** ** Executive Services Analyst

July 14, 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 her price plan was changed without her authorization, including her Mobile Hotspot feature. She advised that when she contacted VMU Customer Care she was advised that because her plan was expired it could not be added back to her account. She requested that her original price plan be restored to her account, including the $Unlimited Talk/Text/Data plan with the $Mobile Hotspot feature included, for a total of $per month. Our records reflect that during an interaction with our Customer Care department on July 3, 2016, Ms*** activated a newer model device, which required that she change her price plan to a current offering. During our discussion with Ms*** on June 7, 2016, we advised that we regret any misunderstanding that may have occurred regarding her price plan change. We further advised that we were able to recover her $Unlimited Talk/Text/Data price plan; however, we were unable to recover the Mobile Hotspot feature as it has been expired. To resolve this matter, we applied a $mobile hotspot feature on her account, including a discount of $for the next twelve months. Ms*** expressed her understanding and satisfaction with our resolution 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, Chris HExecutive Services Analyst

May 10, 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 Mr*** ***. We appreciate your assistance in bringing our customers’ Virgin Mobile USA (VMU) concerns to our attention. In his complaint, Mr*** expressed concerns that he spoke to our Customer Care department and was advised that his phone is defective, and we would replace it for a $warranty fee; however, two weeks later, his services were disconnected. As such, he requested assistance with this matter During our initial discussion with Mr*** on April 27, 2017, we explained that we sent him a replacement device via our warranty program, which includes a $warranty fee. This service is used when our customers would like their device replaced by VMU, instead of the manufacturer. We received notification on April 28, 2017, that we have received his device, and successfully restored his services. Mr*** contacted us on May 8, 2017, and confirmed his services have been reinstated. Due to any possible misunderstandings that may have occurred, we agreed to apply a $service credit to offset one month of service charges as a courtesy. Mr*** expressed his understanding and satisfaction with our resolution. We regret any inconvenience these matters may have caused Mr***. If he requires any additional assistance with these matters he can contact me directly by calling our department toll-free at ###-###-####, ext***. I am available Monday through Friday between 10:30 a.mand 6:p.m., Central Time Sincerely, Christopher HExecutive Services Analyst

October 27, 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 has been experiencing issues with his VMU branded Motorola Moto G device. He advised that he was told he would be required to pay a $replacement fee and $to be held as a deposit until the defective device is received back. He requested that the device be replaced under warranty at no cost We spoke with Mr*** regarding this concern on October 27, 2016, and explained that VMU devices are sold with a one year manufacturer’s warranty. Within the warranty period customers may contact the manufacturer directly, or pay a $Warranty Replacement Fee to VMU to receive a replacement device. If the same make and model is not available for replacement through VMU a comparable model would be provided. Customers are not required to pay a deposit until the defective device is received, but would be charged in the event the device is not returned in a timely manner. During our discussion Mr*** indicated his device was replaced by our Customer Care department, and the $Warranty Replacement Fee was waived. He is satisfied with the resolution provided 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 7:a.mto 3:p.m., Central Time Sincerely, *** *Executive Services Analyst