Long Time Customer, Deceived
I've been a customer of Sprint for years. In 2010 I separated from my husband, at the time I had 3 lines in my name, 2-phones, 1-internet card. Husband refused to pay for his line, his contract would be up Nov. 2010.
My phone line contract would be up in Nov. 2011.
Internet card contract would be up in November 2011, (as Sprint said, but I knew it had to be incorrect because I remember starting account before purchasing 2 new phones and that starts over a 2yr. contract). I moved into an apartment with my 7 yr. old without financial help, I'm on a limited income, SSD.
I struggled to make the payments, but I did it. I called Sprint in July 2010 to find out what I could do with the internet card, I could not afford it, I asked once again to research when the contract date would be up for the card, Nov. 2011 couldn't be right. Maybe they were confusing it with my phone line.
They assured me they were correct and an option I could consider would be the seasonal plan for the internet card for 7 months, that would also give me a break on the bill- seasonal is $5.95/mo. I agreed.
Nov. 2010 came, husbands line was removed. Jan. 2011 I received a letter stating my 7 months of seasonal on the internet card was up, the price of the card would return to the basic internet service, over $50/mo. I used online chat on Sprint.com and spoke to a customer ser. rep. I asked for help and what other options I had, I explained the above.
He told me my internet card would have been up Sept. 2010 and by starting the seasonal I was in a new 2 yr. contract that startes when the 7 months of seasonal is up. I couldn't believe my ears! I would have left the internet card alone and paid 2 more months if I had known! I was never told about this NEW contract! I called customer service, explained the above. She apologized and said she would remove the internet card line from my account, I would not be charged ETF ($200). I was relieved.
The next month the $200 fee was on my bill. I called customer service, the man I spoke to said he was sorry, for some reason the woman didn't do any of what she said she would so he would take care of it for me and remove the $200 cancellation fee and any other fees associated. The next month the $200 fee was there along with other fees.
It's now June 2011, I have spent many hours trying to resolve this matter without any kind of resolution. My regular phone is $87/mo. I've been paying over $100 a month to keep my phone on, I've had my phone turned off several times and have been charged fees for that.
Today Sprint will disconnect my phone because I cannot pay the now $475.00 bill.
Why am I paying for Sprint's mistakes? I don't understand this. I spoke to Sprint customer all day yesterday, I was transferred to 3 different departments, no one will help me, I'm told they are sorry for what happened but they cannot bend the rules. That doesn't make any sense to me. I have been a long time customer!
I will have no way of communication, I have doctors I need to keep in contact with, calls I need to make, what about an emergency? I have an 8 year old child.
I will get a mark on my credit and probably won't be able to get a phone with another company. This is really bad!
I am very upset.