Integrated medical

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered]
Complaint: [redacted]
I am rejecting this response because: I knew about their 7 policy. but their customer service is so crappy I couldn't get a hold of them. That's why it took so long. I returned their phone unopened and they   want to charge a freaking restocking fee. even though if they actually a true return option and not all of the bs lies they have, I could have returned the phone within one day of getting it.
Regards,
[redacted]

April 25, 2016   Revdex.com 8080 Ward Parkway, Suite 401 Kansas City, MO  64114   Re:  Revdex.com Case [redacted], [redacted]        Virgin Mobile USA Inquiry        Sprint Case [redacted]   To...

Whom It May Concern:   Sprint is in receipt of the above-referenced inquiry of Mr. [redacted] regarding our Virgin Mobile USA (VMU) product.  We appreciate your assistance in bringing our customers’ concerns to our attention.  In his inquiry, Mr. [redacted] stated that he contacted VMU to request a warranty replacement for his defective phone that was active on a $35 monthly plan.  He further indicated that upon activating a different phone so that he could have his current phone under warranty serviced, he received a text message that his service plan was changed to a $40 service plan.  He requested that he would like to be placed back on the $35 monthly service plan.   Our records reflect that Mr. [redacted]’s account plan changed occurred when switching devices on his account on  April 7, 2016.  During our April 12, 2016, conversation with Mr. [redacted], we provided the information outlined above.  However, we agreed to update his account service plan back to his previous price plan once he has received his equipment replacement.    Unfortunately, our multiple subsequent contact attempts to reach Mr. [redacted] to confirm if he has received his replacement device have been unsuccessful.  We invite Mr. [redacted] to contact us at his earliest convenience so that we can update his account accordingly.    On behalf of Sprint, I apologize for any inconvenience this matter may have caused Mr. [redacted].  If we can be of further assistance with this matter, he can contact me directly by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####.  I am available Monday through Friday between 10:30 a.m. and 6:30 p.m., Central [redacted]e.   Sincerely,   Donnetha C Executive Services Analyst

January 26, 2016
[redacted]
Revdex.com
8080 Ward Parkway, Suite 401
Kansas City, MO 64114

Re: Revdex.com File [redacted]
Virgin Mobile USA Inquiry
Sprint Case [redacted]

Dear Ms. [redacted]:
Sprint is in receipt of...

the above-referenced inquiry of Mr. [redacted] regarding our Virgin Mobile USA (VMU) product. We appreciate your assistance in bringing our customer’s concerns to our attention. In his complaint, Mr. [redacted] expressed his dissatisfaction during his attempt to obtain a refund for services purchased, citing he purchased the services with the wrong company. As such, Mr. [redacted] is requesting a refund.

We attempted to contact Mr. [redacted] multiple times at (xxx) xxx-[redacted], (xxx) xxx-[redacted] and via e-mail. Although we have not been able to speak with him regarding this complaint brought forth, Mr. [redacted] e-mailed us January 21, 2016, confirming a refund was issued and his issue has been resolved.
On behalf of Sprint, I apologize for any inconvenience Mr. [redacted] may have experienced. If Mr. [redacted] has any additional questions, he can contact me by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####, ext. [redacted]. I am available Monday, Tuesday, Thursday and Friday from 7:30 a.m. to 5:00 p.m., Central Time.

Sincerely,
La Taushia L .
La Taushia L.
Executive Services Analyst

February 3, 2016
[redacted]
Revdex.com
8080 Ward Parkway, Suite 401
Kansas City, MO 64114

Re: Revdex.com File [redacted]
Virgin Mobile USA Inquiry
Sprint Case [redacted]

Dear Ms. [redacted]:
Sprint is in receipt of the...

above-referenced inquiry of Ms. [redacted] regarding our Virgin Mobile USA (VMU) product. In her complaint, Ms. [redacted] indicated that she has had VMU service for many years, citing that her service was interrupted without warning and she had more than $140 on her account. She requested a refund of her balance.

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. [redacted] 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. [redacted] on January 21, 22, and 25, 2016, at (xxx) xxx-[redacted] and via e-mail to discuss this matter in detail; however, we have been unable to reach her. In addition, we also sent her a letter via the U.S. Postal Service asking her to contact us directly. We invite Ms. [redacted] to contact our office, if her concerns remain unresolved.

On behalf of Sprint, I regret any inconvenience Ms. [redacted] may have experienced as result of this matter. If she has questions regarding these matters, she can contact me directly by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####, extension [redacted]. I am available Monday through Friday from 9:30 a.m. to 5:30 p.m., Central Time.

Sincerely,
Marco M.
Marco M.
Executive Services Analyst

March 16, 2017     Revdex.com 8080 Ward Parkway, Suite 401 Kansas City, MO  64114   Re:  Revdex.com Case [redacted]        [redacted]        Sprint Case [redacted]   To Whom It...

May Concern:   Sprint is in receipt of the above-referenced inquiry of Mr. [redacted] on behalf of Ms. [redacted] regarding our [redacted] USA (VMU) product.  We appreciate your assistance in bringing our customers’ concerns to our attention.  According to the information provided, Mr. [redacted] is requesting to have Ms. [redacted]’s iPhone 5s unlocked, stating the reason why they had to port out was due no service at their current address.  In addition, they were advised to call back in February 2017, to request the device unlock.    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 [redacted].       [redacted] USA 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 12 months with the account active during that time.   After a review of our records, we confirmed that Ms. [redacted]’s iPhone 5S device associated with phone number ending in [redacted] was activated on February 25, 2016, and cancelled on December 23, 2016.  As such, Ms. [redacted]’s device was not eligible for unlocking as it has was not active for the required 12 months.    During our initial conversation with Mr. [redacted] on March 15, 2017, we provided the information detailed above.  However, due to any possible misinformation provided, we agreed to request device to be unlock as one-time exception.  Mr. [redacted] agreed to continue working with our office.  During our follow-up conversation on March 16, 217, we verified that the iPhone 5s in question has been unlocked, and he considers this matter to be fully resolved.   We regret any inconvenience this matter may have caused Mr. and Ms. [redacted].  If we can be of further assistance with this issue, they can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext. [redacted].  I am available Monday through Friday between 7:30 a.m. and 3:30 p.m., Central Time.   Sincerely,   Veronica B. Executive Services Analyst

September 11, 2017   Revdex.com 8080 Ward [redacted]way, Suite 401 Kansas City, MO  64114   Re:  Revdex.com Case [redacted], Ms. [redacted]        Assurance Wireless Inquiry            Sprint Case...

[redacted]   To Whom It May Concern:   Sprint is in receipt of the above-referenced complaint of Ms. [redacted] regarding our Assurance Wireless product.  In the information provided, Ms. [redacted] stated that on August 24, 2017, she was charged double minutes while she was checking her voicemail.  She requested to be reimbursed for the time she lost due to this calling error. We regret any delay Ms. [redacted] may have experienced while attempting to resolve her concerns.  Our records reflect that Ms. [redacted] contacted our Customer Care department on August 24, 2017, to report that she was charged double minutes while checking her voicemail.  A service credit of $2 was applied to her account to reimburse her for the incident.  During our August 31, 2017, conversation with Ms. [redacted] we provided the information outlined above.  We informed Ms. [redacted] that we were unable to identify any error on the part of Assurance Wireless regarding the calculation of her minute usage.  In an effort to resolve her concerns we agreed to provide an adjustment of 50 bonus minutes to her account.  We are pleased to inform you Ms. [redacted] confirmed that her account related concerns have been resolved to her satisfaction.    On behalf of Sprint, I apologize for any inconvenience this matter may have caused Ms. [redacted].  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. [redacted].  I am available Monday through Friday from 8 a.m. to 5 p.m., Central Time. Sincerely,   Mondrell G. Executive Services Analyst

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered]
Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:I've spent the past week with the new phone you shipped me and
unfortunately it has the same issues as the past two. All 3 were brand
new phones. This phone is malfunctioning and does not completely receive
some texts. Having this phone has placed a considerable
amount of strain on several of my relationships because people send me texts and I never get them or I get a download message and it never downloads- I have screenshots
of those as proof of my issues.  I've never experienced missing texts in this abundance with Sprint or
another phone before. This phone should not be
sold. I'm not sure what the issue is with it- I've updated it- turned
wi-fi on and off and it doesn't improve or function properly.
Please understand the severity of a malfunctioning phone in today's
technological age. I need reliable communication and this phone is not
it. If I am not able to send or receive texts properly and it is
affecting my relationships and causing communication
issues- it needs to be researched further for a different level of IT
staff and possibly not sold any longer. It is leaving a bad mark on your
company.  I imagine I am not the only person experiencing this issue.
Maybe they aren't going as far as filing a Revdex.com
complaint but I am sure they have called the CSRs and been told sorry
its after 14 days- too bad -- as I was initially told.
At this point I would like a full refund on this phone or an exchange for another phone. I've spent many of my own hours transferring my information from phone to phone, hours wondering if anyone received my texts and were or were not replying. It has caused stress in my personal life and wasted many of my personal hours I will never get back. I am tired of putting my strain on my
relationships due to a shoddy phone. Virgin/Sprint needs to step up and do the right thing for a customer that has experience so much grief over the past couple of months.
Regards,
[redacted]

October 5, 2017   Revdex.com 8080 Ward Parkway, Suite 401 Kansas City, MO  64114   Re:  Revdex.com Case [redacted]-Rebuttal, [redacted]        Virgin Mobile USA Inquiry        Sprint Case [redacted]   To Whom It May Concern:   Sprint is in receipt of the above-referenced follow-up inquiry of Mr. [redacted] regarding our Virgin Mobile USA (VMU) product.  We appreciate your assistance in bringing our customers’ concerns to our attention and regret the circumstance that caused him to contact your office once more.  In his inquiry, Mr. [redacted] stated that he rejected our previous response because he stated the VMU website does not specify the amount that he is required to pay for his service plan on the payment due date or the details of his plan once the payment has been remitted.   As outlined in our previous response, Mr. [redacted]’s Pay-By-The Minute service plan requires that he remit a payment of $20 every 90 days or a $10 payment every 45 days in order for services to remain active with VMU and to prevent the forfeiture of any accrued paid balance.  A full payment of $10 or $20 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 45 or 90 days.  Text message alerts are sent to the device attached to the account prior to the payment due date to alert customers of upcoming Top-Up requirements.   We attempted to contact Mr. [redacted] at phone number ending with [redacted] to discuss this matter in detail on October 2, 3, and 4 2017; however, we were unable to reach him.  In addition, we also sent Mr. [redacted] e-mails on October 2, and 3, 2017, outlining the information provided above.  We welcome Mr. [redacted] 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. [redacted].  If he has questions regarding this issue he may contact me by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####, ext. [redacted].  I am available Monday through Friday between 8 a.m. and 4:30 p.m., Central Time.   Sincerely,   Kendra [redacted] Executive Services Analyst

August 23, 2016 Revdex.com8080 Ward Parkway, Suite 401Kansas City, MO  64114 Re:  Revdex.com Case [redacted], Ms. [redacted]       Virgin Mobile USA Inquiry              ...

Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of Ms. [redacted].  We appreciate your assistance in bringing our customer’s Boost Mobile concerns to our attention.  In the information provided, Ms. [redacted] expressed her concern with a promotional offer on our VMU website, which provides customers with a $50 account credit with the purchase of an iPhone 5s after two successful monthly service payments are made.  She explained that after she inquired as to why she had not received her account credit she was advised that her payments did not qualify her because they were not made with a credit card.  She requested that the $50 credit be applied to her account balance immediately.  During our August 3, 2016, conversation with Ms. [redacted] we advised that we would further investigate this matter.  On August 8, 2016, we attempted to follow-up Ms. [redacted] to advise that our records reflect that the $50 credit would be applied to her account between August 2, 2016, and August 16, 2016.   A review of Ms. [redacted]’s account verified that the $50 credit was applied on August 16, 2016.  We attempted to follow-up with Ms. [redacted] on August 16, 18, and 22, 2016, to explain that a $50 credit has been applied to her account.  Although we were unable to reach her we are confident that we have fully addressed and resolved her concern.   On behalf of Sprint, I apologize for any inconvenience this matter may have caused Ms. [redacted].  If she has any additional questions regarding this matter, I can be reached by calling our department toll-free at ###-###-####, ext. [redacted].  I am available Monday through Friday from 9:30 a.m. to 5:30 p.m., Central Time. Sincerely,  Marco M.Executive Services Analyst

June 29, 2017     Revdex.com 8080 Ward Parkway, Suite 401 Kansas City, MO  64114   Re:  Revdex.com Case [redacted]        Virgin Mobile USA Inquiry        Sprint Case [redacted]   To Whom It May...

Concern:   Sprint is in receipt of the above-referenced inquiry of Mr. [redacted] regarding our Virgin Mobile USA (VMU) product.  We appreciate your assistance in bringing our customers’ concerns to our attention.  In his inquiry Mr. [redacted] expressed his concern with the representatives in our Customer Care department unwillingness to honor his request to cancel his mother’s account even though he currently has Power Of Attorney and was able to provide the corresponding documents.  Mr. [redacted] further stated that he was informed that our representatives were not able to honor his cancellation request because he was unable to authenticate her account.  In addition, he stated that he was able to locate the password and the account was canceled to his satisfaction.   We are 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.   During our June 28, 2017, conversation with Mr. [redacted] we provided the information outlined above.  We further informed Mr. [redacted] that we currently have a process for customer’ that have Power Of Attorney, and we apologized to him for our representative’s failure to escalate his concerns.  Mr. [redacted] stated that his issue has been fully addressed; however, he wanted to provide feedback regarding his experience in order to prevent this from happening in the future.  We informed Mr. [redacted] that we will forward his feedback to the appropriate management team for further review.   On behalf of Sprint, I apologize for any inconvenience this matter may have caused Mr. [redacted].  If he has questions regarding this issue she may contact me by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####, ext. [redacted].  I am available Monday through Friday between 7 a.m. and 3:30 p.m., Central Time.   Sincerely,   Kendra [redacted] Executive Services Analyst

November 10, 2016   Revdex.com 8080 Ward Parkway, Suite 401 Kansas City, MO  64114   Re:  Revdex.com Case [redacted]        Virgin Mobile USA Inquiry        Sprint Case [redacted]   To Whom It May...

Concern:   Thank you for forwarding the above-referenced inquiry to the Sprint Executive & Regulatory Services department.  We appreciate your assistance in bringing our customers’ Virgin Mobile USA (VMU) concerns to our attention.  In her inquiry, Ms. [redacted] indicated that she was double charged when she made a payment to her VMU account.  She expressed her dissatisfaction with the timeframe quoted to her to receive a refund for the overpayment.   In an effort to assist Ms. [redacted] with this concern we attempted to reach her at the telephone number and e-mail address included in her inquiry on October 19, 20, 24, 28, and November 2, 2016.  Unfortunately, our attempts to reach her were unsuccessful.  In addition, we sent a letter to her via the U.S. Postal Service on October 25, 2016, and invited her to contact us to discuss her concerns should she still require assistance.  A review of this matter determined that a refund was issued for the duplicate payment in question.   We regret any inconvenience this matter may have caused Ms. [redacted].  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. [redacted].  I am available Monday through Friday from 7:30 a.m. to 3:30 p.m., Central Time.   Sincerely,   Tekiesha H. Executive Services Analyst

May 12, 2016   Revdex.com 8080 Ward Parkway, Suite 401 Kansas City, MO  64114   Re:  Revdex.com Case [redacted], [redacted]        Virgin Mobile USA Inquiry        Sprint Case [redacted]   To Whom It May Concern:...

  Thank you for forwarding the above-referenced inquiry to the Sprint Executive & Regulatory Services department.  We appreciate your assistance in bringing our customers’ Virgin Mobile USA (VMU) concerns to our attention.  In her inquiry, Ms. [redacted] indicated that she purchased an LG G Stylo in February 2016 that became defective within one month of the purchase.  After paying a $25 Warranty Replacement Fee to VMU and having the device replaced she was dissatisfied with having received a refurbished replacement device.  As a result, she returned the replacement device and requested a refund for the purchase.   We initially spoke with Ms. [redacted] regarding this matter on May 10, 2016, and advised that after verifying the return of the device we would submit a refund request.  During a follow up discussion with her on May 12, 2016, she verified receipt of the refund and confirmed that her concerns were resolved to her satisfaction.   We regret any inconvenience these matters may have caused Ms. [redacted].  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. [redacted].  I am available Monday through Friday from 10 a.m. to 7 p.m., Central Time.   Sincerely,   Donnetha C. Executive Services Analyst

August 31, 2017   Revdex.com 8080 Ward Parkway, Suite 401 Kansas City, MO  64114   Re:  Revdex.com Case [redacted]        Virgin Mobile USA Inquiry        Sprint Case [redacted]...

                                    To Whom It May Concern:   Thank you for forwarding the above-referenced inquiry to the Sprint Executive & Regulatory Services department.  We appreciate your assistance in bringing our customers’ Virgin Mobile USA (VMU) concerns to our attention.  In her inquiry, Ms. [redacted] indicated that her services were interrupted because she failed to send her defective device back to us.  As such, she requested her device be unlocked as she is looking for another carrier.     We attempted to contact Ms. [redacted] by phone and e-mail on August 8, 11, and 15, 2017, at telephone number ending in 4303 and via the email address provided in her inquiry.  In addition, we sent her a letter on August 15, 2017, via the U.S. Postal Service to her home address acknowledging receipt of her complaint and asking her to contact us directly.  Unfortunately, we have not received a response to our contact attempts.  With regard to Ms. [redacted]’ suspended service, we require the return of her device in order to resume her services.  We ask that Ms. [redacted] contact us at her earliest opportunity to discuss this matter in detail.    We regret any inconvenience this matter may have caused Ms. [redacted].  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 [redacted], ext. [redacted].  I am available Monday through Friday from 10:30 a.m. to 6:30 p.m., Central Time.   Sincerely,   [redacted]. 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 [redacted], and find that this resolution is satisfactory to me. 
This has all been settled and can be dismissed.  Thank you for your timely response to the problem.
Regards,
[redacted]

We appreciate your assistance in bringing our customer’s Assurance Wireless concerns to our attention and regret the circumstances that led to her contacting your office again. In her recent inquiry Ms. [redacted] provided feedback regarding policies and processes for our Assurance Wireless product. She also expressed her continued dissatisfaction with data services available to her in her home usage area. She requested a $30 credit to her account and three full months of the Unlimited Add-On.
We appreciate Ms. [redacted]’s taking the time to provide us with the details of her recent experience with our Executive & Regulatory Services personnel and the add-on minute plan process. 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 our discussion with Ms. [redacted] on March 15, 2016, we advised that because she was unable to use the data portion of her Unlimited Add-On, we extended a credit of $60, which can be used for additional purchases at her discretion, and does not have to be used towards the Unlimited Add-On. She may use the funds to purchase other available Add-On services. Ms. [redacted] accepted our offer and stated that this resolves her rebuttal complaint.
If we can be of further assistance with these concerns, Ms. [redacted] can contact me by calling Sprint Executive & Regulatory Services Department toll-free at
###-###-####, ext. [redacted]. I am available Monday through Friday between 8:30 a.m. and 4:30 p.m., Central Time.
Sincerely,
[redacted].
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 [redacted], and find that this resolution is satisfactory to me. [redacted] at Sprint did exceptional follow up to ensure this was resolved at the insurance carrier they use.
Regards,
[redacted]

December 12, 2016       Revdex.com   8080 Ward Parkway, Suite 401 Kansas City, MO  64114   Re:  Revdex.com Case [redacted]        Virgin Mobile USA Inquiry        Sprint Case...

[redacted]   To Whom It May Concern:   Sprint is in receipt of the above-referenced inquiry of Ms. [redacted] regarding our Virgin Mobile USA(VMU) product.  We appreciate your assistance in bringing our customers’ concerns to our attention.  In her inquiry, Ms. [redacted] indicated she continues experiencing issues with her text messages, citing that text messages are duplicated when sending and receiving.  In addition, Ms. [redacted] advised that the duplicate messages caused her to exhaust her plan allotment for text messages and she had to pay an additional $35 to be able to continue using her services.  She requested a refund of $35 and a replacement device.   Our records reflect that Ms. [redacted] activated her account on May 23, 2013, and subscribed to the $20 Unlimited Talk/ 500 Text plan from October 7, 2016, to November 15, 2016, when the price plan was changed to the $35 Unlimited Talk, Text, and Data.  Our records further reflect that Ms. [redacted] made a $20 payment on November 7, 2016, to cover the cost of the service plan; however, on November 15, 2016, she contacted VMU Customer Care and changed the service plan, which required her to make an additional $35 payment.  Our records also reflect that Ms. [redacted]’ Kyocera Hydro Vibe was activated on August 26, 2015, as is no longer covered by a manufacturer’s warranty.  Ms. [redacted] contacted VMU Customer Care on July 6, 2016, to report the issues with text messages. At that time proper troubleshooting was performed, but did not corrected the problem. As such, we agreed to replace her device with the same make and model as a courtesy.    During our conversation with Ms. [redacted] on December 2, 2016, we provided the information detailed above. We offered the replacement device and to apply a credit to her VMU account for $20.  We are happy to inform you that she agreed with our resolution and agreed to continue working with our office if assistance was needed to activate the replacement device. During our subsequent conversation with Ms. [redacted] on December 12, 2016, she confirmed receipt and activation of the replacement device.  As such, we feel this matter has been fully addressed.     We regret any inconvenience this matter may have caused Ms. [redacted].  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. [redacted].  I am available Monday through Friday between 7:30 a.m. and 3:30 p.m., Central Time.     Sincerely,   Veronica B Executive Services Analyst

April 11, 2017     Revdex.com 8080 Ward Parkway, Suite 401 Kansas City, MO  64114   Re:  Revdex.com Case [redacted]        [redacted] Mobile USA Inquiry        ...

       Sprint Case [redacted]   To Whom It May Concern:   Sprint is in receipt of the above-referenced complaint of Ms. [redacted].  We appreciate your assistance in bringing our customer’s [redacted] Mobile USA (VMU) concerns to our attention.  In the information provided, Ms. [redacted] stated that she purchased a VMU device and wanted to return it, but was advised that she had exceeded the 7-day timeframe for a return. Ms. [redacted] disagrees with the policy because she feels that 7 days is not enough time for a customer to explore the phone before having to return it. She requested to be able to return the device and receive credit in order to place an order for an iPhone device.   According to our records, Ms. [redacted] purchased the Samsung Galaxy S7 on March 5, 2017, and activated the device on her VMU account on March 8, 2017.  On March 24, 2017, Ms. [redacted] requested that she be allowed to return the device for a refund. According to our VMU equipment refund policy, the device must be returned within 7 days of the date of purchase in order to receive a refund. Because Ms. [redacted] was not within the 7 day return policy timeframe her request for a refund was denied.   During our discussion with Ms. [redacted] on March 30, 2017, we explained the information outlined above.  Although Ms. [redacted] does not agree with our return policy, we respectfully declined her request for a refund. As such, we believe this matter has been fully addressed.   On behalf of Sprint, I apologize for any inconvenience this matter may have caused Ms. [redacted].  If she has further questions regarding this concern she can contact me by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####, ext. [redacted].  I am available Monday, Tuesday, Thursday, and Friday from 7:30 a.m. to 5:30 p.m., Central Time.   Sincerely,   Shannon P. Executive Services Analyst

November 8, 2016    To Whom It May Concern:   Thank you for forwarding the above-referenced inquiry of Mr. [redacted] to the Sprint Executive & Regulatory Services department.  We appreciate your assistance in bringing our customer’s Virgin Mobile USA (VMU) concerns to our attention once again.  In his most recent inquiry, Mr. [redacted] indicated that he has been experiencing the same issues with the replacement device we sent to him in October 2016.   We initially spoke with Mr. [redacted] regarding this concern on November 2, 2016, and agreed to provide another replacement device and a $42 credit to his account for the continued trouble he was experiencing.  During a follow-up discussion with him on November 7, 2016, he advised that he received the second replacement device, but he is still having the same issues.  As a result, we agreed to replace the device with a different make and model.  An order was placed on that date and is scheduled for delivery today, November 8, 2016.  Mr. [redacted] has agreed to contact our office directly should he continue to have issues with the newest device we sent.   We regret any inconvenience this matter may have caused Mr. [redacted].  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. [redacted].  I am available Monday through Friday from 10:30 a.m. to 6:30 p.m., Central Time.   Sincerely,   [redacted]. Executive Services Analyst