Integrated medical

August 7, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Inquiry ***, *** *** 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 attentionIn the information provided, Ms*** indicated she reported her device lost/stolen and filed a claim in order to replace her device. She further stated that she was notified that her service would be interrupted if the device was not returned. She requested a refund for the month of July and a partial refund for the month of June due to being without services Our records reflect that Ms*** contacted our VMU Customer Care department on May 29, 2017, to report her phone lost/stolen. A replacement handset was processed the same day, shipped on May 30, 2017, and delivered on June 2, 2017, without a battery. As a result, a new order was processed for a battery on June 3, 2017. The device was activated on June 8, Our records also support that Ms*** had equipment protection for her VMU device. The equipment insurance is an optional afor $per month, which provides VMU customers with a cost efficient way to protect themselves against loss, damage, and wear and tear to their device that is not covered under the provisions of the limited one-year manufacturer’s warranty. The equipment insurance also has a non-refundable deductible that ranges from $to $depending on the phone or plan model, per approved claim, which must be paid before replacement is shipped. Further details regarding our phone insurance provider, Brightstar, is available at www.myphoneguardian.com, or by telephone at ###-###-####. During our conversation with Ms*** on July 26, 2017, we confirmed that a warranty replacement handset was sent to her by VMU. A claim should have been filed with her equipment insurance and not a warranty claim with VMU. As a result, because there was no returned device, the account was interrupted July 14, 2017. In regard to Ms***’s refund request, we advised her that a refund request of her service payment would be forwarded to our Finance department for review. In a recent attempt to follJuly 28, 2017, and August 3, 2017, we were unable to reach Ms***. However, we confirmed that there was more than minutes of airtime usage; therefore, we must respectfully decline her refund request. Although Ms*** indicated that she no longer wishes to continue with VMU. Due to any possible misunderstanding that may have occurred regarding our refund policy, and as a one-time courtesy, we offer to reinstate her payment should she re-activate services with VMU or we can transfer her recent payment to a friend or family member that has active Sprint, *** *** or Virgin Mobile USA (VMU) account. We invite her to contact us once more should she accept our offer On behalf of Sprint, I apologize for any inconvenience Mr*** may have experienced as a result of these matters. If Ms*** has questions regarding these concerns, she can contact me directly by calling Sprint Executive & Regulatory Services department toll-free at ###-###-####, ext***. I am available Monday through Friday 8:a.mto 4:p.m., Central Time Sincerely, Marco MExecutive Services Analyst

October 2, 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 Mr*** *** regarding our Virgin Mobile USA (VMU) product. We appreciate your assistance in bringing our customers’ concerns to our attention. According to the information provided, Mr*** indicated that his device was continuously looking for service in areas that he previously had services. When he contacted our Customer Care department, they advised him that he would have to upgrade his device. He requested that the issues be resolved or to receive a refund of $for the paid balance reflected on his account During our initial conversation with Mr*** on September 26, 2017, he explained that he upgraded his device, and his services started working. As a one time courtesy, we applied a $credit to offset one month of service charges. Mr*** expressed his understanding and satisfaction with our resolution. We regret any inconvenience these matters may have caused Mr***. If he requires additional assistance regarding these issues, he can contact me by calling our 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

December 24,
*** ***
Revdex.com
Ward Parkway, Suite
Kansas City, MO
Re: Revdex.com Case ***, *** ***
Virgin Mobile USA Inquiry
Sprint Case ***
Dear Ms***:
Thank you for forwarding the above-referenced inquiry of Ms
*** *** to the Sprint Executive & Regulatory Services departmentWe appreciate your assistance in bringing our customer’s Virgin Mobile USA (VMU) concerns to our attentionIn her inquiry, Ms*** indicated that her service is interrupted while she still has minutes remaining in her plan allotmentShe indicated that this has happened multiple times and she requested assistance with resolving the matter
During our discussion with Ms*** on December 22, 2015, we explained that we are unable to verify any instances of the issue she reportedWe further explained that she subscribes to a monthly plan and that unused minutes do not roll over to the next billing cycleAs such, we are unable to verify any VMU error in this matterMs*** agreed to contact our office directly in the future should she believe that minutes are being taken from her in error and not in accordance with VMU Terms and Conditions
We regret any inconvenience this matter may have caused Ms***If you have any further questions or concerns regarding this matter, you or 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 H
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,
*** ***n

[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 Virgin Mobile's latest response does not include anything different to their previous responseIn my last communication to Mr*** *** from Virgin Mobile, dated July 20, I stated: I was not able find a family or friend who has a Sprint phoneTherefore, I attempted to contact the Sprint representative with whom I originally spoke to on June at the phone number he gave me (###-###-#### ext***)The person who answered the call at that number was extremely rude and said that the ext*** does not exist and that they don't deal with "cases" (on June I was given the Case # ***)Since I do not know anyone with a Sprint phone the refund should be credited to the active credit card that Sprint has on file or they should send me a check.On July 16 I wrote to Mr*** stating that I'm currently traveling and that if he really needs to speak with me regarding this matter he could reach me at home on August 3, or
Regards,
*** ***

May 25, 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 Mr*** *** regarding our Assurance Wireless product. In the information provided, Mr*** stated that Assurance Wireless and Virgin Mobile USA (VMU) advertise that he should have good coverage in his home service area, but for years he has received a weak signal when trying to utilize his service. Mr*** requested that Assurance Wireless fix the coverage strength in the town of ***, MA. We regret any delay Mr*** may have encountered while attempting to resolve his service related concerns. Our records reflect that Mr***’s home service area is located within the Assurance Wireless coverage footprint, and we have been unable to identify any network outages currently affecting his ability to obtain adequate signal strength. During our May 17, 2017, conversation with Mr*** we provided the information outlined above. We informed Mr*** that due to our inability to confirm that his coverage issues are related to our network we feel his connection issues may be related to his current device. As such, we offered to send Mr*** a warranty replacement for his *** *** *** device. During our subsequent conversation with Mr*** on May 24, 2017, he confirmed that his replacement device has been activated and his coverage related concerns have been resolved as he is now able to obtain adequate signal strength in his home service area. On behalf of Sprint, I apologize for any inconvenience this matter may have caused Mr***. If he has any further concerns regarding this matter he can contact me at the Sprint Executive & Regulatory Services department by calling ###-###-####, ext***. I am available Monday through Friday from a.mto p.m., Central Time. Sincerely, Mondrell GExecutive Services Analyst

June 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 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 is experiencing a reduction of his data speeds each month. He indicated that he is paying for unlimited data services and would like for this issue to be corrected. In addition, he requested a credit equivalent to half of his service charges for six months 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 ***. During our discussion with Mr*** on May 31, 2016, we explained the information detailed above. He advised that he experiences issues with data services in all locations. As we are unable to identify any network issue related to his service concerns it is likely that the issues he experienced when his data speeds were not reduced were device related. As a courtesy, we agreed to provide him with a new LG Volt device at no cost. In addition, we provided a service credit equivalent to two months of service charges. Mr*** expressed his satisfaction with the outcome 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, Donnetha CExecutive Services Analyst

March 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 of Ms***
*** to the Sprint Executive & Regulatory Services departmentWe appreciate your assistance in bringing our customer’s Virgin Mobile USA (VMU) concerns to our attentionIn her inquiry, Ms*** indicated that after the credit card associated with her VMU account for automatic payments expired she missed a Trequirement because she was not notified that the card on file had expiredThe missed Tresulted in her account being closed, and the paid balance of $was swept from the account in accordance with our Terms and ConditionsShe requested a refund of the paid balance reflected at the time her account was closed, or to have her services resumed and the paid balance restored to the account
During our discussion with Ms*** on March 9, 2016, we advised that she was subscribed to a sales expired Pay-As-Yplan, which required that she add at least $to her account every days to retain active serviceOur records reflect that a Trequirement was missed in September Because no payment was made by November 30, 2015, and it had been days since her last successful payment, her account was closed and the paid balance was removed from the accountWe further explained that our records reflect that we sent a text alert to her on September 21, 2015, advising that the payment method she had on file with us was expiring
Due to any possible misunderstanding that may have occurred, we agreed to apply a credit to her account for $to restore her lost balanceIn addition, we extended the next payment requirement to March 9, 2017, to allow her time to use the paid balance before the next payment requirementMs*** verified that the matter has been fully resolved to her satisfaction
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 H
Executive Services Analyst

April 7,
Revdex.com
Ward Parkway, Suite
Kansas City, MO
Re: Revdex.com Case 11232457, *** ***
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 departmentWe appreciate your assistance in bringing our customer’s Boost Mobile concerns to our attentionIn her inquiry, Ms*** indicated that she was advised that a refund check would be issued, but she has not received itShe further indicated that the refund was approved in January
During our discussion with Ms*** on March 21, 2016, we were able to verify that the refund check that we issued was sent to the address listed on her accountIt was not received because the address listed on her account is no longer a valid mailing address for herDuring our call she advised that she would consider this matter resolved if the refund check could be issued, but that she no longer wishes to discuss this matterAfter further research and verification that the original refund check was not cashed, we issued a stop payment on the original check and reissued the check to the address provided in her inquiryThe new refund check was mailed to Ms*** on March 24,
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 1-855-848-3280, ext***I am available Monday through Friday from a.mto p.m., Central Time
Sincerely,
Chris H
Executive Services Analyst

June 27, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case ***-Rebuttal, Mr*** *** Virgin Mobile USA Inquiry Sprint Case *** To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of Mr*** *** regarding our Virgin Mobile USA (VMU) product. We regret the circumstances that led to his contacting your office again. In the information provided Mr*** stated that due to being unable to activate his Apple iPhone 5s device on the VMU or Sprint network he should be eligible to have his device unlocked so that he can use it with another carrier. Mr*** stated that he has contacted the Sprint Executive & Regulatory services department multiple times but has been unable to have his device related issues resolved. Mr*** also stated that he was informed that his monthly service charge would be less because he is using a feature phone and not a smart phone; however, he is currently enrolled in a service plan that includes data that he has no ability to use. Mr*** has requested that his Apple iPhone 5s device be unlocked immediatelyAs stated in our previous response to your office dated June 21, 2017, we confirmed that 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 subsequent conversation with Mr*** on May 31, 2017, we provided the information outlined above and offered to send him a replacement immediately. Further, we declined his refund request and request to obtain a replacement device. During our conversation with Mr*** on June 6, 2017, we successfully associate his new UICC Data SIM card to his VMU 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 unsuccessful. Unlocking a device is a general term that refers to one or more types of device unlocking. MSL 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 network. Unlocking 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 network. In other words, a device designed for one network is not made technologically compatible with another network merely by unlocking it. Additionally, 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 . VMU 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 during that time We have confirmed that Mr***’s Apple iPhone 5s device is not eligible for unlocking because it has not been active on a VMU account for at least months. We regret any misunderstanding that may have occurred regarding our handling of Mr***’s request to unlock his Apple iPhone 5s deviceIn addition we confirmed that as of June 20, 2017, Mr*** subscribed to our least expensive rate plan, the $Minute monthly PayLo service plan During our most recent conversation with Mr*** on June 26, 2017, we attempted to reiterate our position on why we are unable to unlock his Apple iPhone 5s device. Mr*** indicated that he was no longer interested in working with VMU to resolve his device related concerns as he will be taking actions to terminate his VMU account and activate services with another service provider. While we regret Mr***’s decision to terminate his VMU account, we believe that we have addressed his account related concerns to the best of our ability. On behalf of Sprint, I apologize for any inconvenience this matter may have caused Mr***. If he has 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 TimeSincerely, Mondrell GExecutive Services Analyst

June 30, 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 placed an order for a new device, but due to her dissatisfaction she returned the device and requested full refund; however Ms*** has not received her refund to date. As such, she requested a refund back to her credit card. During our initial discussion with Ms*** on May 17, 2016, we advised that we will contact our Warehouse and Finance department to inquire about the return of the device and the monetary refund. We agreed to follonce we receive further updates . During our follow up call on June 29, we advised that we have issued two separate refunds in the amount of $& $totaling to $282.27. Ms*** expressed her understanding and accepted 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

December 1,
Lynn ***
Revdex.com
Ward Parkway, Suite
Kansas City, MO
Re: Revdex.com Case ***, Joseph ***
Virgin Mobile USA Inquiry
Sprint Case ***
Dear Ms***:
Sprint is in receipt of the above-referenced inquiry of Mr
Joseph *** regarding our Virgin Mobile USA (VMU) productWe appreciate your assistance in bringing our customers’ concerns to our attentionIn his inquiry, Mr*** expressed his dissatisfaction with the level of customer service provided by our representative during his attempts to receive a refund for charges associated with a failed VMU order, citing that his order online and with customer service failed yet almost $was removed for those ordersMr*** requested a full refund for all funds drafted
We appreciate Mr***’s taking the time to provide us with the details of his experience with our VMU Customer Care representativesWe are continually striving to improve the quality of service provided to our customersPlease be assured that we value customer feedback and that details regarding this concern have been forwarded to the appropriate managerial staff for further review
We regret any misunderstanding that may have occurred regarding the referenced funds associated with Mr***’s failed order attempts made via our website and with our Customer Care representativesOur records reflect that on November 17, 2015, Mr*** attempted to order a device via our online service and with our customer service representativesRegrettably, we confirmed that although the orders failed, authorization holds of $for each failed order were processed accordinglyOur records further reflect that these authorization holds were successfully released by VMU on November 17,
Unfortunately, our multiple attempts to contact Mr*** at the telephone number provided in his inquiry to discuss these matters in detail were unsuccessfulHowever, we did successfully communicate the information outlined above by e-mail on November 24, 2015, as Mr*** requestedBased on the information outlined, we believe that this matter has been addressed
On behalf of Sprint, I apologize for any inconvenience these matters may have caused Mr***If you have questions regarding these issues, or if Mr*** has not received the funds associated with the authorization previously released by VMU, you or he can contact me by calling Sprint Executive & Regulatory Services department toll-free at 1-855-848-extension I am available Monday through Friday from a.mto 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,
*** ***

[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: This is a blatant corporate hegemony of utter disregard of the customer
Regards,
*** ***

September 12, 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 his inquiry, Mr*** indicated that his Lifeline benefit was removed from his Assurance Wireless account in August 2016. He advised that he reapplied for service and was approved with another phone number, but that benefit was removed as well. He requested assistance with having his Lifeline benefit reinstated We are pleased to inform you that after partnering with Mr*** we were able to get him approved for service. We spoke with him on September 8, 2016, and verified that he will retain services on his new Assurance Wireless account with phone ending in ***. He verified that he has no additional concerns at this time 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, Donnetha CExecutive Services Analyst

August 26, 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 has experienced issues with her LG *** device. Although the device has been replaced under the provisions of the manufacturer’s warranty she advised that she has continued to experience the same issues. She requested that she be provided with a different model device as she believes the issues are related to her specific device type We spoke with Ms*** regarding this concern on August 22, 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 receive a replacement device of the same make and model through VMU directly. If the same make and model is not available for replacement through VMU a comparable model would be provided. Alternatively, customers may contact the device manufacturer directly for assistance under the provisions of the manufacturer’s warranty In an effort to resolve this matter we offered to provide Ms*** with an LG *** device as replacement as a one-time courtesy. We spoke with her again on August 25, 2016, and verified that she received her device and the matter is fully 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 8:a.mto 4:p.m., Central Time Sincerely, Donnetha CExecutive 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
Mr*** M, Executive Service Analyst, was extremely helpful in resolving the issueHe had to continuously explain the situation to the finance department, but he kept on the matter until it was resolvedMr*** kept me informed every step of the way. I am extremely disappointed in the was the finance/refund department handled the matterHowever, I have not complaints regarding the dedication Mr*** showed and honest concern in getting this matter resolvedI wish that everyone that I had been in contact with at the company and the same dedication to customer satisfaction as he did
Regards,
*** ***

February 5,
*** ***
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 phone is not working properly, citing that she has attempted to contact our Customer Care department without any resolutionShe stated that a credit of $was promised to her because her service was interruptedShe requested that the credit be applied to her account
Our records reflect that our VMU Customer Care representatives processed a replacement handset for Ms*** on January 27, 2016, and it was delivered on January 28,
In a previous discussion with Ms*** on January 26, 2016, we confirmed that a credit of $was applied to her account on December 10, 2015, by our Customer Care representatives; therefore, no further credits are dueDuring a folldiscussion with Ms*** on February 1, 2016, she confirmed having received her replacement phone as of January 28, She further explained that she would be remitting a service payment at a later date in order to activate her device and restore her servicesWe are pleased to inform that Ms***’s concerns have been addressed to her satisfaction
If Ms*** has questions 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,
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,
*** ***

August 17, 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 inquiry referenced above, filed by 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 once she arrived in Hawaii, her device stopped working and the only service she was able to use was 3G data. She explained that at the time of her filing she had been in Hawaii for one week without access to all of her services. She requested assistance with this matter and with any issues she may experience when she returns to her home usage area Our records reflect that Ms*** contacted VMU Customer Care on July 18, 2017, to report the concerns with her device. Our records further reflect that a service ticket was opened, but we were unable to resolve the issues because the device was powered off or no longer communicating with the Sprint network. During our initial conversation with Ms*** on July 20, 2017, we provided the information detailed above. Ms*** advised that she had returned home and she was still experiencing the same issues. She agreed to continue working with our office until this matter was fully resolved. At that time, we requested assistance from our Advanced Technical Support team Unfortunately, our Advanced Technical Support team has been unsuccessful in contacting Ms*** to further assist with this matter. We confirmed that they determined these concerns are related to the device, and not our networkOur follattempts to reach Ms*** on July 24, 2017, and August and 3, 2017, at the phone number and e-mail provided in her inquiry, were unsuccessful. It was recommended that she attempt to resolve the device issues with a Master Reset of the device. Should that prove unsuccessful in resolving her concerns she will need to have the device replaced. We would be happy to assist Ms*** with performing the Master Reset should she reach out to our office directly We regret any inconvenience this matter may have caused Ms***. If we can be of any 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, *** *Executive Services Analyst