32266, FLORIDA -- It is with much disappointment that I write to you concerning my final bill from Sprint. Having been a customer of Sprint for more than 10 years, I have been quite discouraged by the lack of customer service provided by your Customer Care line and retail stores over the last 2 years.
After spending 6 months with mediocre and intermittent coverage on our phones, I was informed that the problem was not with Sprint, but rather with my phone. In March of 2007, before making the decision to purchase a new phone, I consulted with an agent at a Sprint Phone Repair Center located @ 9510 Atlantic Blvd., Jacksonville, FL 32225. I explained to her that my husband and I were undecided as to whether or not we would extend our contract with Sprint, but that because of working in the healthcare profession, having a cell phone was essential. She helped me to select a phone and we proceeded to check out.
Prior to completing the transaction, I once again conveyed to her that I DID NOT wish to renew my contrast at that time. She again stated that it was not necessary to renew the contract because I was paying full price for the phone.
Let's fast forward to July 07, when I again began having difficulty with the coverage on my phone. I walked into the same Sprint Phone Repair Center, only to stand in line for 45 minutes. Once I was able to talk with an agent, she assured me the problem was my phone.
When I explained to her that I had purchased the phone only 4 months prior, she said then it's probably nothing, just a bug in the system and that It would be fine in a few hours. She did not offer to have my phone looked at or serviced. At that time I asked her to verify the expiration date on our contract. She informed me our contract was scheduled to expire on August 8, 2007. I asked her if 30 days notice was required, and she said no.
On August 14th, I called Sprint to cancel our service contract. Nothing was mentioned about an early termination fee. So imagine my surprise when 2 weeks later I receive a bill for $233.89! I immediately called Sprint, only to be passed around and transferred twice over the next 45 minutes. In the end I was informed that I needed to contact the store in order for the problem to be corrected.
Over the next month, I made 3 attempts to schedule an appointment with the manager. Every phone call was met with an excuse as to why such a request could not be accommodated. Finally on October 23, 2007, at 10:00am I was connected to Ryan, the current manager of this location. Ryan stated that he did not have access to look at my account or purchase history and would be unable to help me. I recognize the fact that he was not the manager at the time of this purchase; however, I was once again referred to the customer care line.
I then called 1-800-639-6111. Sadly, Brandi was the first person to transfer me (only after telling ME not to be so rude) without telling me where she was transferring me to. Next was Sydney, who transferred me to Evelyn, whom had no idea why I was calling. So for the fourth time this morning, I explained my situation. Evelyn stated that because at the time of purchase, the agent did not make a note on our account regarding my wishes, she was unable to assist me. In the end, I spent 90 minutes on the phone, and was once again directed to call the store.
Much to my dismay, I again called Ryan only to be informed that it wasn't his fault, but that he could not help me. Over the course of the last few weeks, it has become increasingly clear, that customer service is not a priority for your company. I am appalled at the lack of leadership and courtesy not to mention the uncooperativeness shown during my unfortunate experience. No one was willing to help rectify the situation, only willing to pass me along to someone else. It is astonishing that a customer, whom you should value, is forced to endure such frustration without resolution.
Furthermore, it is simply poor business tactics to literally trick someone into extending a contract when I was completely forthcoming about my desire to not renew at that time. Consumers should be able to rely on employees and trust that they are sharing accurate information while completing transaction with competence. I was lied to, misled and treated with complete disregard.
I have been forced to pay the balance on this account, in order to prevent jeopardizing our credit. I acknowledge that $33.89 is a reasonable remaining adjustment; however, I still maintain that it is not and should never have been our responsibility to pay an early termination fee.
My husband and I have chosen to leave Sprint, for good. Any considerations we had made for returning to Sprint has since been put aside. I have alternately decided that when asked about my experience as a Sprint customer, I will take the opportunity to share my deplorable and burdensome experience.
CLEVELAND, OHIO -- I have been a Nextel customer for almost 3 years now. When I first got my Nextel, they were not merged with sprint yet. After the merge, it seems they went straight to hell in a handbasket! I have had numerous problems with Nextel. I have had incorrect billing problems, payment problems, unfair billing procedures, rude and terrible customer service, constant coverage issues. Just recently I went out of town and was billed long distance for INCOMING calls. Is that ** crazy or what!!!
I have been out of town several times, even went to Hawaii last year (they turned my phone in ** Hawaii for $5.00 too) & wasn't billed any long distance or roaming. We purposely used my phone thinking then it's free! I thought roaming was a like a free feature with Nextel. Anyway, I once had my service interrupted because of an astronomical bill they sent and I let the service stay off for about a month and a half. I finally decided life is not complete without a phone and ‘fessed up to pay the bill. The bill was for $300. I made my payment, was told service would be restored.
6 hours later, I called wondering why my phone isn't turned back on, they tell me I need to re open my account and include a $250 deposit. Now, just hours earlier, I was told that paying the old bill would be fine and that they would restore my service with the same number. The lyin' **! I have been hung up on several times by call center reps and MANAGERS, two different managers have hung up on me while trying to resolve an issue they created. Who the hell is running this joint??!
When people try to call my phone, they constantly get "The Nextel customer you are trying to reach is being located" and then it either hangs up on the person or if lucky will go to voicemail. I can't click back over after another incoming call has come in, most of the time it just drops all parties on the line. This coverage issue is a big deal for me. I am a Realtor and people will call someone else quickly if I cannot be reached. I have the Blackberry 7520 and sometimes it will be an hour or so before emails come through due to signal issues.
I make money doing appraisals for bank owned homes and they send out solicitation emails to see if I'm available to take the case, but it's first come first serve, so if another agent beats me to accepting the case, I am out of money. With these blackouts of reception, this can cost me a few hundred dollars a DAY! I pay on average $175 per month for my bill for one line. I have $99 unlimited minutes, $35 data plan, plus long distance, taxes, fees and insurance. All this money and boo boo service. It's like the suckin' phone is in suspended animation.
Anyway, after this last stint of being charged long distance for incoming calls, I have contacted my attorney and I am researching other class actions suits and personal law suits against Nextel and will pursue one for myself. I overpay for service that I don't even get! Do not get a Nextel. Tell everyone who you know not to get a Nextel. If you tell 5 people who tell 5 people, we may can put Nextel out of business or make them step up their game and be a more savvy & reputable company!!! I just read an article saying that their recent quarter is looking terrible. No **. All these people are fed up with this treatment!
WASHINGTON -- I am 22 years old and in the military. I have been with Sprint for over 3 years and will terminate my service with them as soon as my contract is up (4-year contract, just like my enlistment). They are awful. At 8:35AM one day, I receive a voicemail message from a collection agency claiming I owe Sprint $80.98 and that this debt will be put on my credit report. I live in military dormitories, and have never bought a car. My cell phone is the only notch I have as far as credit history! How can I owe Sprint money when I just made a $79 payment two days ago?
I called Sprint and after endless automated selections (press 2 for Spanish, press 3 for this, press 6 for that), finally reached an actual person. She couldn't find my account anywhere in the system. Not by my phone number, not by my name, and not by my SSN. (I guess due to the Sprint/Nextel merger people's information is getting lost in dual systems? Who knows, but that sounds awful to customers on the other end of the line offering up your sensitive personal information, and finding that you are NOWHERE in their system!) I get transferred to the requisitions department.
Once they finally find me in their books, they see that I added a second line for $9.99 a few months ago. The person explains that when I did that, I acquired a new account number, which I already knew that, so I was okay so far. I explain that the day I added my second line, I made an $80.98 payment to my bill at the same time.
The phone rep said he "guessed" what must have happened was the sales representative must have put that payment onto the new account (which is why every time I pay on my current bill, I am almost $90 over credited on the account spending limit). The old account still showed up as past due, and was not terminated! Because of this blatant discrepancy in customer service, I am pissed and ready to cancel my Sprint service altogether. The phone rep offers to credit my current, active account with $50, so long as I pay the collection agency and settle the debt. I say okay, and he tells me I should see the credited monies on my next Sprint phone bill.
I call the collection agency, and pay over the phone, hoping that they won't destroy my virtually-nonexistent-credit history since it was SPRINT'S MISTAKE and not mine. A Sprint phone rep calls me back at 2:15 PM asking if I am satisfied with the way the matter was settled. I tell her that I am still highly upset because this isn't the first time something like this has happened to me:
Last year, I approached a Sprint Store on the base I was stationed at, and asked about a flier advertising a 15% military discount. I was given the discount and a few weeks later, rewarded with my entire Sprint service being shut off supposedly due to a $300 past due balance on my spending limit. I call the Sprint customer service (from a PAY phone no less!) and inquire about what is going on. It seems that when the service representative gave me the military discount, I was (yet again) switched to another account number, and the old one was viewed as delinquent resulting in any services associated with my SSN to be turned off completely.
All in all Sprint is terrible as a service provider. The current collection issue was officially resolved at 2:30 PM (6 hours and 5 minutes after receiving the initial call about my credit being on the brink of ruin). I felt the world should know about this disgusting service, and steer clear of it. I am going to terminate my service with them as soon as the contract is up!
NEWTON, IOWA -- I called into this so-called customer service and gave the privacy protocol info as needed. Right off the bat the CSR (customer service rep) was rude to me and it went from me trying to give her information that I had on my bill to her being rude to me. The CSR asked me if I was wanting everything for free? I replied that "no I do not" and that I wanted to know just why I'm being charged for having the net on my phone when I never ever used it or requested that service. Then I was told by this CSR that I was a liar and that I owed that charge.
Second thing; then I was wanting to know why someone took off my text message plan I have always had on my plan from day one. Why is it that now I'm being charged almost $35.00 for these text messages and not at my plan rate of $5.00? I was talked to by this CSR with Sprint With Nextel that I'm again a liar and that "Look lady it was noted on here and you did request this text message to be removed so pay it alright." When I said "no it is not alright I will not pay for it and I want a supervisor right now."
After this CSR argued with me for 45 minutes I was put on hold to be transferred to her supervisor, after that hold this CSR came back on phone and came at me full force once again. Okay now I have been on this phone for over ONE HOUR AND 30 MINUTES at that time. After getting tired of hearing her not being able to be respectful and helpful I hung up on her. That call lasted well over hr and 30 minutes. I made a call back and spoke with new CSR. This man gave me his supervisor to only have her then tell me two numbers to call and that she is unable to give me the first CSR name for it is coded.
I called the two numbers for Sprint with Nextel. Guess what? They are not who I need to talk with and no live person on the other end as well. All it does is takes me back to customer service as very first time. Now it has been over 3 hours and 27 minutes with this issue. Made another attempt to call into customer service once again from my Sprint cell using 411... I was not gave any number to use that time and I just hung up and came online to do some searching.
I want everyone out here to be aware of how POOR OF CSR IS WITH THIS RIP-OFF COMPANY NAMED SPRINT WITH NEXTEL. Please help the rest of us stand up to this company and voice our thoughts and pull our business out with this so-called company. Do not call these two phone numbers if you are looking to make a complaint on any CSR with this company... 703-433-4000 and corporate Security of Sprint with Nextel 1-800-877-73330. Good luck!!!
SAN DIEGO, CALIFORNIA -- I have been a Sprint/Nextel customer for 2 years. When the i880 came out I had to have the phone. It was a bit sleeker, had a MP3 player, a bigger screen. It seemed ideal for me. The only way I could get this phone at a better price other than buying it outright for $499 was to open up a second line at which point I would get an instant discount for $150. I knew that my first phone and its contract was due to expire in Sept.
In my mind I knew that I could handle a double phone bill for that short a period, even though I had no use for a second phone line. When I made my order for my second line and new i880, I inquired about my current price plan on line one. I wanted to know if I was on the best plan. I had them review my phone usage and they advised me that I was not on the best plan. Sprint/Nextel said there was a plan available that gave me more minutes but for less than what I was currently paying. I said that it seemed smarter than to switch to that plan, and they agreed. They would give me the same plan for the second line and phone as well.
Here lies the problem. Because I changed the phone plan on their advice and because I thought they were providing me with excellent customer service, my first phone line's contract was extended for 2 more years. I was never informed of this. They said they sent out 2 letters to me informing me of this. Because I have been traveling since the first of the year (celebrating my successful fight against lymphoma cancer and treating myself to a years vacation around the world), I never received any letter informing me of this. I pay all my bills online and use email as my primary (only) means of correspondence to everyone.
When I found out that my original contract had been extended, I call twice and spoke to supervisors. I was told there was nothing they could do. I asked why I wasn't informed at the time of the plan change that it would extend my contract. No real answer was given. Sprint/Nextel kept referring to the two letters that were sent out informing of that. We kept arguing in circles about me not being home to receive mail. On top of that, they threaten that if I cancelled my contract, there would be a $200 early termination charge.
My thinking is that if they really valued me as a customer, they would have honored my request to let my original contract expire when it was due to. I informed them that I had just read an AP news article that 5000 jobs had just been cut with Sprint/Nextel due to lost revenues and loss of customers. Sprint/Nextel is a sinking ship. There are other companies that offer more for less...a lot more for less.
I have decided to cancel both my contracts (phone lines) with Sprint and pay the $400 early termination fee. Not only that, I have explained to my family (Sprint/Nextel users) and they are going to cancel their service with them as well. Sprint/Nextel will have to make a lot of changes if they want to stay in business. Frankly, I think it's too late for them to start bailing water. They are destined to sink. The fact remains, there are better companies and more can be gotten for less. This market is too competitive.
NORTHVILLE, MICHIGAN -- I pay $5.00 a month for 300 text messages on my daughter's phone. Mine is completely close for that service. Her phone got broke on 04/09/07 and activated new one on 04/29/07. Until cutting time she was able to make calls and use text messaging for only 13 days. Got my bill. They promised to give 300 text for $5.00 but they lowered to 270 and added 487 over usage equal 757 but charged me for 787 total. I asked detailed statement. They said I have to get a court order for that.
Then I e-mailed the customer service, they said they don't keep a record for text messaging for customer's privacy. They didn't answer my other questions. I am not even sure about if they read my mail. I AM PUZZLED! $5.00 for 300 or 270? 270+487=787 or 757? I have to bring a court order to get detailed text message statement but they don't keep record about text messaging? This is STINK! That is the mail I received from Sprint. This is too funny! I replied them but didn't hear anything yet.
ARLINGTON, MASSACHUSETTS -- Back on 7/24/04 I posted my story on www.my3cents.com about how Sprint PCS has misled me with their promotion and tried to collect close to $1,000 for something they do not have a written agreement and for something their own representative told me I would not owe any money. After several collection attempts I have not heard from Sprint and its collection agencies until the summer of 2006. I thought that my arguments and the fact I brought my matter to the attention of the Attorney General office and the Better Business Bureau in KS (where Sprint PCS was headquartered) and MA (where I reside) produced result.
Well, it was too early to celebrate. In July 2006 I was contacted in writing by Cavalry Portfolio Services (www.cavalryportfolioservices.com), which is headquartered in Hawthorne, NY. Sprint sold my “debt” to that company. I called Cavalry within 30 days to explain that I was disputing the account and referred them back to Sprint. I thought that this matter was resolved (as I have not heard back from Cavalry) until I received another letter from Cavalry in April 2007, almost a year later. This second letter had a “sweet” proposal – paying $581 or only 70% of what I “owe” to them/Sprint to settle the “debt”.
Suspecting that something was wrong, I obtained a free credit report from Experian, which showed that my “debt” was reported as debt in collection (basically a charge-off) starting September 2006! This dropped my credit score by a good 100 points from 700+ to 600+. I also noticed that Cavalry has begun to churn my credit inquiries history and posted 2 inquires in a short period of time (one in August 2006 and another in March 2007). Of course, too many recent credit inquires in the last 12 months can lead to further deterioration in one's credit score. I called Cavalry and spoke with one of their representatives.
He basically told me that disputing “debt” and collections does not mean anything. They are not going to drop it. Fun world we live in: when it comes to debt collection one is presumed guilty until proven innocent and the accusing side is the one that has the right (but no desire) to pronounce you innocent. To prove innocence you are either forced to spend money on attorneys or follow my suggestions (see the next posting on this site) or both. So, 3 years later Sprint continues to attempt collecting without having any written proof of my obligation to pay. Attorney Generals' offices and Better Business Bureaus have not been able to help me yet.
I called Experian to initiate the dispute and correct my credit record. What Experian representative told was very disappointing but did not come as a surprise. Experian and other credit reporting agencies are just data collectors. If debt holder, in this case Sprint/Cavalry (whether it is legally substantiated debt or fraudulent collection from Sprint), insists that the debt is valid, Experian and the like cannot and will not do anything. They will certainly investigate your claim of innocence but if creditor insists on the validity of your obligation, you are out of luck. Experian will continue reporting adverse information on your credit report.
It is your responsibility to persuade a creditor to drop the claim. Credit bureaus are not mediators. They are also on the side of creditors (true or fraudulent) and other than collecting information on individuals and earning income on various services related to all of us, when it comes to false information on your credit report, they do not want to have anything to do with you. At his point I am forced to contact Attorney Generals' offices and other regulators in hopes that my credit record will get corrected. This is what creditors like Sprint and their collectors hope for – you will pay, even it is fraudulent debt collection, because you will be afraid to ruin your credit record.
In this situation Sprints of this world are not better than identity thieves as well as blackmail shops that destroy people's credit. If I have learned anything from this experience, it will be a course of action you can and should take to show to Sprints of this world that while you may be a consumer (nobody in their opinion), you can do a lot of damage if you get together with other people.
Read my next posting on this website to learn how you can have negative impact on companies such as Sprint. I realize that many people who work for Sprint are honest and hard-working people and just happen to work for this company. However, Sprint's management is leaving me and other people no choice.
At the end of Sept or beginning of Oct 2006, I found my service had been restricted - I wasn't able to make outgoing calls nor was I able to check my voice mail. Due to financial difficulties, I was not able to pay my bill (~$276) when I intended to. When I was able to pay my bill, I contacted "customer service" (CS) to find an authorized payment center. Believe it or not, CS did NOT know. They suggested I go to Walmart and get a MoneyGram (at a cost, of course). So, upon arriving at Walmart, I shut my phone off as suggested in order to get service restored.
When service was restored, I checked my voice mail. Lo and behold, there was a message from Sprint/Nextel letting me know they would offer assistance in getting my service restored anywhere from $300 to 15% off my bill. I called the number they gave me (866-766-5035) along with a reference number. So I called and was on hold for 10 minutes. A message came on saying I could call a different number (866-954-7644) at a later time. I called the 2nd number about an hour later and was put on hold for 40 minutes (thankfully I was reading a book and had my headset). My call went back into queue 4 times. I finally hung up and called the 1st number back.
After being on hold for another 10 minutes, a message came on and told me, "due to technical difficulties, please try your call another time". They never took my call because I had already paid my bill. I called the 1st number Thurs, Oct 5 and was told since I had already paid my bill, there was nothing they could do for me. After **, the guy said he could give me a 5% credit (a whopping $13!). So, my service had been restricted and I can't check my voice mails. Sprint/Nextel thought it would be cute to leave me an unobtainable message knowing full well I wouldn't be able to take advantage of their "sympathetic" offer.
Why didn't they make this offer when I had spoken to CS the first time (about an hour before I paid my bill)? So I sent a complaint on Thurs Oct 5 via their online website. I received an email saying they would make every effort to address my complaint in 24-48 hours. If I didn't hear back from them within 48 hours, I was to reply to the email and they would let me know the status.
The following Wed Oct 11 (6 days later), I replied to the email (along with the tracking number - **). Today is Mon Oct 16. Do you think I have been contacted by Sprint/Nextel in any way? They definitely should change their motto (their current motto is, "Where customers come first"). What a scam. Also, when I signed the contract, I purchased an additional phone and service for my 14-year-old daughter. Our numbers differ by 1 number, with mine sequentially coming first with my number being the "admin". Somehow, someway, my daughter's number was changed to the "admin".
Upon contacting Sprint/Nextel to change this, they said they have NO way of doing this. Huh? Had I known Nextel would merge with Sprint, I would have NEVER signed the contract. Isn't that called "bait-and-switch"? My service has been extremely ** since the merge including dropped calls (which I didn't have with Nextel) and delayed voice mails (up to 4 hours). I'm not looking for a "free ride"; I realize it is my responsibility to pay my bills. Being a single parent, financial difficulties do arise and the only contact with my daughter is via phone. I figured it would cost just as much to have a landline as cell phones so I cancelled our landline. I can't wait for my contract to expire!
Oh, I just want to say I don't blame the employees who work as customer service reps, I blame the higher ups for the crappy policies they put in place and the standards set for jacking customers around. I'm sure the President and other big shots are living a life of luxury and really don't care how their pockets get lined. I feel sorry for the employees who feel they have no choice but to work for such a ** company.
ALSIP, ILLINOIS -- The entire company of Sprint is a piece of **. Their customer service is a joke and they have no consideration for the customer. I have never had such an issue with a company. They are ranked the second worst customer service in the world and I can only shudder to think what the worst company is actually like. If you can avoid them, please do so. I hope they go out of business one day for their ridiculous practices.