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Sprint: An Unfriendly, Unworkable Company
Posted by SG on 06/28/2005
AUSTIN, TEXAS -- If you are considering joining sprint, consider the below two scenarios that have happened to me as a loyal customer.

1st: A year ago, I received a notice on my phone that service would be cut off. Upon talking with a Sprint Representative, I learned that this was because I made a call one evening at *8:59 PM* (no, I am not exaggerating)that was roughly two hours long. Because it was 1 minute before my anytime minutes, all of that phone call was billed to my Anytime minutes. Though I spoke with many different managers and supervisors, the bottom line for them was that I owed them $270.00 for that phone call. There was no willingness to put all but one minute of that phone call on my unlimited evening minutes. I wrote to many different people to voice my complaint and didn't even get a call back.

2nd: My purse was recently stolen. So was the cell phone inside of it. Sprint gave me the following options: Continue to pay the monthly premium until my plan expired (which only was prolonged because last December I changed the number of minutes in my plan and of course had to renew another one year contract),pay a $150.00 cancellation fee, renew another two year contract and get a $150.00 mail-in rebate, or pay the full price of another phone & keep that until next December. They made no effort at all to understand my situation, and at one point in the phone call the manager I was speaking with asked me whether I would blame the cable company if my TV were stolen. To which I could only say that one can cancel cable service at any time and only be billed for maybe another month, but still, you can cancel that service.

3rd: With no rollover minutes, I've been in many situations where for 8 months of the year I don't even use half of my minutes, and then 2 months of the year I go over them, leading to astronomical phone bills. If I pay for all of those minutes each month, shouldn't I be able to keep them for when I talk more?? Only makes sense. And, it only seems to come from a progressive company that respects its customers.

I would never recommend sprint, and have had a number of negative experiences with the company, leading my to think they are entirely unsympathetic and unfriendly. This is why I will pay the cancellation fee and join a company with much better customer service.

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Posted by tander on 2005-06-28:
I hate to say it, but thats why they stress to make sure you start your phone calls after 9pm, because if its before you get charged, I always start using mine at around 9:10, so as not to be charged.
Posted by kula on 2005-06-30:
I can not believe this!! The exact thing is going on with my daughter and a stolen phone. I was on the phone with 2 supervisors today and cannot believe the TOTAL lack of any type of customer care. They also gave my daughter the same routine about the stolen phone and either paying the $150 cancellation OR ADDING an additional line and paying an extra $30.00 per month over the next 15 month balance of the contract to keep the contract open on the stolen phone! The same reply was given to me about not their fault the phone was stolen. What they fail to acknowledge in the example they used on you with the TV set, if your Tv was stolen the cable company would not continue to charge you cable service fees for the stolen one AND the replacement. If your car was stolen, the insurance company does not continue to charge you insurance for the stolen car, nor the garage charge you to continue on with warranty repairs. Sprint is rotten!! I would highly suggest you file a complaint with the FCC as I have done. You may do so online by going to http://www.fcc.gov/cgb/complaints.html
Sprint has 30 to 45 days to issue a reply regarding the complaint to the FCC.
Sprint pulled an added little goodie on my daughter. The Sprint rep in the store, told her if she wanted the replacement phone she had to go with a new contract as well, (she is a college kid working her way through school, and she is very naive) She had to either continue on with the current contract and pay the added $30.00 per month for 2 phone lines (one for the stolen one) or pay the $150 cancellation fee. OR sign a new 2 year contract. The supervisor admits this results in a new commission for the sales rep. then denied she said this. Supervisor also said Sprint IS NOT RESPONSIBLE FOR ANYTHING THE STORE REPS TELL YOU!! What a company.
Posted by RAMOS on 2005-09-12:
It is unfortunate what happen to you guys with that whole 9pm thing. It is definetly true that if a call is initiated at 8:59pm, it is a daytime call and will be billed as such. The bad thing is that the contract does define nights as calls made after 9:00pm. (9 o clock and 1 second).
About the phone issue, they are only obligated to provide the service, and a contract does not necessarily suggest any right to a handset. Insurance is always recommended as that is the only way to guarantee a replacement phone. Sprint can only enforce warranty from the manufacturer and sell phones. A lost phone puts you at a severe disadvantage especially if no insurance is active on the account.
Everything sprint does currently is pretty much standard with all providers. Hopefully, you did your research before switching or else, the same situation could happen with another provider. Remember, everyone gives you a free phone with a 2 year contract. Ask them what happens if after 11 months, you loose your phone and see what they say...good luck.
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Bad Customer Service
Posted by Jclemens on 01/09/2006
ILLINOIS -- My fiance had Sprint service for two years. When we moved to another state, he contacted Sprint. we wanted to be sure that we could add free roaming to the account since we would not yet be changing the number. When he spoke to the CSR he explained that he needed to add free roaming to the account and he was told this was a 10$ charge. She agreed that YES this could be done and YES it was only a ten dollar charge. She said she charged the account and it was "all taken care of". You can imagine our surprise when we see an enormous bill the next month on our bank statement. (He had automatic withdrawal) He contacted Sprint. He asked for his bill to be reimbursed since he was told that we would have free roaming. The CSR told us that there were no notes on the account that he even made the call. She said that not only is free roaming not 10$ but it is also not even an option! Why would the first CSR tell us that it was a 10 option and it was all taken care of? So the CSR told us that we would need to speak to a manager. But the manager was busy and she did not know how long we would be put on hold. So she explained that the Manager would call us back. Two days later...no call.

He called Sprint again. And again had to explain the situation to another CSR, because there were no notes on the account of the first call. She kept putting him on hold and asking a manager what to do...then she would come back and try to sell us a package that included lower roaming charges. After 40 minutes of going back and forth that we do not want another plan, we just was our money reimbursed she put us through to an assistant manager.
The asst mgr told us that he could reimburse the money but that we would need to sign up for another 2 year contract. We told him that we did not want to sign up for another two year contract. We wanted our money back for the charges and the account closed. He was very impatient and rude. He told us that he would reimburse it still, but he would need to call us back. We asked for his name but apparently, he can't give us that information. he also said that they do not give case numbers. he said that he would call back in two hours. Two DAYS later....no call. We called back and again had to deal with explaining our situation. And again the CSR kept trying to sell us another plan. We were transferred several times and each time needed to re-explain our dilemma.
Finally, we spoke to someone who said they would reimburse our bill, and close our account. the next month we realized that our bill was not reimbursed it was simply deducted from the next bill, which included calls that were made from before we became aware of the roaming charges. And there was a .50 cent balance. AGAIN we had to call Sprint and explain the situation. The CSR told us that she would wipe the .50 cent balance and there were no more charges. The next month, we get yet another bill for almost 12.00$. This was the .50 cent balance and taxes and standard charges. We tried to call but since our old cell phone number no longer worked we could not get through to a live operator. Every time we would call it would ask us to put in our Sprint phone number. We tried to go online but could not even find an email address for customer service. We finally got through after being transferred 5 times.
After we explained our story to friends and family, it seemed everyone had a BAD sprint CSR story. I can't believe that a company this renown could handle Customer Service so poorly. We have wiped our hands free of Sprint and will never use their services again. I know now that it is worth the extra money to pay for excellent customer service.
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Posted by KateM on 2006-01-10:
My ex had Sprint had it just blew me away how awful their customer service was. If the CSR you spoke to wasnt incompetant or rude, they were both. It just blew my mind that it appeared to be POLICY to be unhelpful. That might even be bearable if their service was good but he was constantly missing calls and dropping calls and wouldnt have service in all sorts of places. I say BEWARE OF SPRINT!
Posted by Consumers Rule! on 2006-01-11:
Imagine, bad customer service even happens in places like hospitals where your health and even your life might depend upon being able to get proper help when things start to go bad with the care you are receiving.

Our experience with most customer service entities is having to deal with incompetent, poorly trained reps, who barely have command of proper English.
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StarEmpty StarEmpty StarEmpty StarEmpty Star
Stay Away From Sprint Pcs!!!
Posted by 12ontap on 01/30/2013
I have been in Sonoma since 1988, and have used Sprint since 1992. The service now is slow, unreliable and intermittent for both Broadband and cellphone usage. Sprint has basically oversold the product and totally lacks capacity to handle the volume, and therefor the product is useless!
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Posted by yukka ya on 2013-06-15:
Very well said!
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Data Charges.........Never used data!!!!!!
Posted by Tbird1 on 07/07/2009
I have been a Sprint customer for 10+yrs and have never had a problem until recently. I added 2 lines to my existng account in Dec. of 2008. 2wks before Xmas to be exact. Upgraded to everything family messaging. One a gift for my son. Phone was in the box in my dresser drawer not being used. Happened to get online to check my account & noticed that ph # was being charged data charges. Called Sprint explained situation to them basically told me I was lying but eventually removed charges.
In May of 2009 I reduced my minutes from 3000 to 1500 shared. Got my bill for last month & I am being charged $50.00 in data for the 3 phs. I was stunned!!! Went on line to check this upcoming bill & again am being charged for data. Called customer service was told they are showing that I have used Vision data and that they have proof of this. I asked how could this be when I have done nothing different with my ph. in regards to sending or receiving pics. have never accesed the internet b/c I do not have that for my plan.
Basically called me a liar & told me there was nothing he could do, asked to talk to a supervisor. Was put on hold for 25min or longer. Supervisor basically said the same to me. I explained to him that I have been a loyal cust for 10+yrs & if I had made these data charges I would gladly pay for them as I did a few years ago but since I did not I feel that I shouln't have to pay for them. Said there was nothing he could do for me that I had to go to a Sprint store & have them run a diagnostic test on phones & if it comes back that phs. are at fault not us then store has to call them & the will credit my account. I then said it seems awful strange & fishy to me that as soon as I lowered my minutes so I could lower my payment that all of a sudden I am being charged for data usage to bring it right back up to the same payment amount as I HAD WITH 3000 min.
Oh& the data charges for this month has went up $3.50 overnite while we were sleeping but they have proof that we are using vision data.
If this problem doesn't get resolved, as soon as my contract is up I will go with another carrier.
Also buyer beware if the salesman tells you if you go with the everything messaging plan & you can send & receive pic mail don't believe him you can but.... only certain pics. can't send them unless you save them into media then send. if you don't you get charged!!!
so.... if your thinking about going with Srint DON'T!!!!!!!!!!!

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Posted by Soaring Consumer on 2009-07-07:
I suggest filing a complaint with the BBB.

If you can't get it resolved through them I recommend contacting your state's Office of the Attorney General's Consumer Protection Division.

Obviously if you didn't use data, you shouldn't be charged for data, and they will not be able to validate their claims that they have "proof".
Posted by madconsumer on 2009-07-07:
the carrier has the data records that can prove ussage. have all the 3 phones been checked for data ussage?
Posted by Soaring Consumer on 2009-07-07:
How can usage be proven on a phone that was in an unopened box? Or when everyone was asleep and nobody could have possibly been using the phones?

It can't be proven, unless the records were forged or there was a computer error.

To my understanding, if they don't have data on their plan, they wouldn't have the ability to use data to begin with.
Posted by Anonymous on 2009-07-07:
I had a similar experience with Sprint regarding a boxed, unactivated phone I owned being used. I was told I was lying, and hung up on. It was resolved, and I might add that it is very pleasing to sternly show them up in a store full of potential customers, when you are able to show who is the ones truly doing the lying. Sprint customer service sucks!
Posted by Eloise on 2009-07-07:
Someone in the house could easily use the phone at night or the phone that is sitting in a box. The company has a record of the phone number or phone numbers, the time the conversation started, ended, and the total numbers used. It is a matter of public record.

Posted by Anonymous on 2009-07-07:
In my case, and not sure of the poster's, the phone was never even activated by me. The plastic wrap wasn't even removed.
It had been sitting in a closet for 3 months when the hellacious bill arrived, and someone even made changes to my plan.
Posted by chell_123456 on 2009-07-08:
I too am having problems with being charged for data and have not been using the internet. When I called CSR, they told me that they have proof that I used the internet and that they are unable to refund me. I have 3 lines, one of which is my mom's phone. She doesn't even know how to use the internet and yet they refuse to do anything about it. This sounds like something that needs to be looked into. How many other people are being charged for data that they don't use? This may be the beginning of a lawsuit
Posted by tinydancer89 on 2009-07-14:
sprint customer service is crap. always check your bill, regardless of carrier. i've had similar problems with verizon running up extra charges that were never used.
Posted by Anonymous on 2009-07-17:
I see that many people in other forums have the same problem with data charges associated with pictures and videos as I have just encountered (recently changed my Sprint plan to the 1500 anytime minutes Everything Messaging Family).

Upon having doubt that I was going to have the same problem as others, I called Sprint customer service and expressed my concern before the plan even took effect. Well I think many of you on here know how that goes... The rep told me that all text picture and video messaging would be included and I would be billed nothing in addition to the text/pic/vid service that was completely unlimited. Not satisfied that he knew what he was talking about, I did the online chat and got the same answer (which I was expecting), but I just wanted a transcript of the conversation in case they tried to screw me on the data charges. I highly recommend to everyone to do the online chat and save the transcript for proof of what the rep says you will not be charged for. After all, it's easier to fight a battle when you have ammunition!

Well guess what happened while sending pics and videos... I was watching my account online from day one of using the text, picture mail and video mail and I saw the dollar meter spinning out of control very quickly for data usage (note that text only messages did not incur a data charge.) I should have expected this problem anyway since I read posts on the bait and switch before I even changed my plan. I called Sprint this time to tell them about the charges and they said they could not see the charges until my bill cycle ended. I did not say this to the rep, but was thinking ---> What the ****??? You mean to tell me that I have more detailed info on my account visually and readily available to me than the rep who works at the company supplying my service??? Anyway, they said I would be issued a credit for the data charges. Though the rep could not clarify why I was getting charged for data. At the end of the conversation I asked if these charges would continue to re-occur and he was not sure and transferred me to tech support. I spoke with the woman in tech support about the issue of data charges when sending pics and videos. She told me that anytime I connect to the internet for any reason I would be billed for data unless I have a data pack!!! She actually tried to get me to add the data pack for $15.00!!! I told her that the only way to send a pic or vid was to connect to the internet! I explained exactly that I have a LG Lotus and the steps to send a pic are 1) take the pic, 2) select the send button, 3) select a contact from my address book, 4) send... Well at that last step is where it needs to connect to the internet... I told her that my plan states that it includes unlimited text, pic, and vid messaging. She was silent for a few seconds (probably since she did not know what to say). Then she said that the $0.20 message charge is what is unlimited, but the data is not. After that I just told her to block the internet and we will just use the text messaging which is the only messaging that will not include rip off charges!!!

I also want to add that after looking very closely at my contract terms of service, I did see this as quoted.

"Messaging (text, picture and video): Standard message rates are charged when a message is sent or received, whether read or unread, viewed or unviewed, solicited or unsolicited. Unused monthly plan messages do not carry forward. Certain messages, including those to 3rd parties to participate in a promotion or other program, will result in additional charges. International messaging rates may vary. There is no guarantee that messages will be received, and we are not responsible for lost or misdirected messages. Most text messages are limited to 160 characters. Messages may incur an additional data charge of 3¢/kb."

What do you mean "Messages may incur an additional data charge of 3¢/kb"??? Is that the dialog that Sprint's marketers or lawyers stuck in the contract that protects them from a class action suit? Sure looks like it to me!!!

So, everyone on here with the problem of having something that you can't use... I share your frustration! Quite honestly all the data use charges and data packs are a load of crap! Technically everything that the phone transmits and receives including voice IS DATA, as it uses digital technology to function. They just break everything down as feature services to charge more... Good luck to everyone who has to go through these ridiculous hoops of frustration and wasted time to get the product you were supposed to be buying.

Check out http://forums.buzzaboutwireless.com/baw/board/message?board.id=OffTopicRantsandRaves&message.id=7471#M7471 I have a version of this comment on that thread as well. Review the thread from page one...
Posted by daybyday on 2009-09-23:
I too was charged for data plan with sprint. I of course called customer service and was told that it would be removed from my bill. So of course I check my bill online a few days later and charges are back. So I again call sprint on hold for over 60 mins and how do I know how long. Well becuase I actually watched a 1 hour program on T.V while I was holding. Well once again talked to the rep and explained my phone was broken, had been broken and was still currently broken during the time I was billed so how on earth could I be charged data when I can't even make a call. My god some snaped me flip phone that's how broken it was. Well this time I was told that if there charges were there then I did it. AKA I was a liar. Well I asked for a supervisor who said ok they would clear it. This went on over and over and each time sprint didnt do anything. I am now in collections becuase of this nightmare. Come to find out that a certain model of there phones ended up being defective and was charging data usage. It was an LG model they sold. They still refuse to remove the charges even knowing this. The fact that not one call was made during the data charges not the fact that the data charges were for a times period of like 4 days never a break in cycle once. I told the agent seriously billing hours started on Sat and usage ended on follow Wed. $600.00 in charges for the 4 days. No downloads but data usage. A JOKE OF A COMPANY
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I Emailed The BBB On A Sunday At 5pm And Got A Call At 9am The Next Morning
Posted by Dc1978 on 04/18/2009
For some reason sprint was not taking my payment out of my bank account, I did not notice until my service was disconnected for non payment. I called them and the representative said my service could not be restored unless I pay the early termination fee right then, and then a deposit of 50 dollars. She assured me I would get the 200 early termination fee refunded within six weeks. I agreed and my new account was started. Oh yeah, did I mentions that I was on the phone for a total of 5 hours with 4 different people because every time I was transferred to a new department, they would hang up on me! I would call back and have to explain my situation all over again the the next Indian that answered. Anyways, 8 weeks came and went with no refund, so I called them and spent another hour on the phone only to be told that I was never told that and it was impossible to return my money and they didn't know why the representative told me that because it was not in the account notes. I asked if it was on the recording of the calls and they said there was no way for them to access specific conversations with the way there system was set up. I was so frustrated that I emailed the BBB on a Sunday night and by 9 am the next morning a supervisor called and said she reviewed my account and would be sending me a refund with in 10 days.

I recommend threatening them with the BBB if all else fails. My refund arrived 10 days later.
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Posted by Soaring Consumer on 2009-04-18:
Voted helpful. Very good followthrough to get the promised resolution.
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Good Service Most Places
Posted by Abbysay on 09/28/2012
I have had Sprint for years and in most places the service is good and their customer service is head and shoulders above other cell phone companies. (MY wife uses Verizon) I have used their service in such places as Athens NY, Boulder Colorado, the Virgin Islands, all over New Jersey. I have rarely had a problem.
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Another day...another line of stuff from Sprint
Posted by Janisrose on 01/30/2012
After many conversations with Sprint last week regarding overage charges to my account, that were erroneous as they were calls made on their "free" nights/weekends and cell-to-cell, they have now blocked access by me to my online account. No surprise really as they did not like me being able to see and copy the incriminating proof.
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Posted by stephanieleigh on 2012-02-09:
Just spent 40 minutes on the telephone with Sprint attempting to resolve an issue regarding their Customer Satisfaction Guarantee. What a joke! What they should call it is we Guarantee You Wont Be Satisfied. Don't ever buy a phone online from them and return it. Their so called return in 72 hours for refund of your upgrade/activation fee policy fails to mention that your phone is considered activated the moment it is shipped! So the clock starts even before you have the phone in hand. I regret that I am tied to this company for another 2 years!
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Check Your IP Often Folks
Posted by Warrenray7818 on 12/09/2011
U.S.A -- Hi folks as some of use now mobile phones are like walkie talkies or cb radios. Allocated services use "base stations" to communicate just like cb's do. Examples of personal base stations are cordless phone chargers 3 to 4 mile handheld w/talkies and your local police station services concrete companies etc. I guess what I'm saying here is don't think that hi tech expensive phone is secure when things like text to talk apps and Kkype are out there to transmit to the world your personal affairs and private conversations. Are government didn't create this handy little device for our convenience. Why do you think everyone can get a free one through them. Just a word to the wise. Not saying cell phones are not great devices. Just don't think everything is private as you think they are. I kinda found out the hard way as I live near a truck stop and beware of those humming transformers as they are UHF broadband. Have a nice day.

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Posted by MRM on 2011-12-09:
Thanks, Warren, for enlightening your readers! Some of the points you've made are mind boggling.
Posted by Kris10 on 2011-12-09:
I'm sure this will make it's way into the 'other comments' but I have to say that 'humming transformers' just put the image of Optimus Prime bopping down the street humming a tune in my head. :)

Good info! Do you have some examples though? Or a link?
Posted by DebtorBasher on 2011-12-09:
Absolutely! If you have a police scanner, it can pick up all kinds of private conversations though cellphones and cordless phones but here is another you may not be aware of. Police scanners can broadcast everything that is said INSIDE your home through baby monitors! YES it's true. The privacy of your home is not private if you have a baby monitor in it. BEWARE!
Posted by madconsumer on 2011-12-09:
very helpful review!!
Posted by trmn8r on 2011-12-09:
WoW. Big brother really IS watching if you are connected. Did you ever set up a camera in your home DB?
Posted by DebtorBasher on 2011-12-09:
No, I don't want one in my home. Check with Alain, I think he video tapes me from his tree watch.
Posted by trmn8r on 2011-12-09:
Heh heh. The competition! The DB chronicles, on YouTube. I can dream.
Posted by clutzycook on 2011-12-09:
When I was growing up, we lived right next to the interstate. There were several instances when the stereo in my room would pick up CB radio (or maybe even cell phone, I'm not sure) conversations.

And DB, I guess the moral of your story is--don't commit a crime in your house without turning off the baby monitor first :)
Posted by jonthethird on 2011-12-10:
Most cell phones are now digital, as opposed to the old analog. Baby monitors, older cordless phones, etc, are also analog, and their signals can be received by scanners. Digitals are not 100% secure, but require additional (costly) equipment. As for transformers humming, it can be for various reasons. The main one are magnetic fields generated which cause the parts to vibrate. Or it can be magnetostriction. Then there is corona discharge (you hear that from power lines.) UHF broadband? Not heard of that
Posted by warrenray on 2011-12-12:
About checking your ip means make sure your signal if from your service provider. Not the one your highway patrol may be on. Read up on allocacted phones they reach out to what ever signal is stronger.Those transformers jtt.power sometimes ten thousand homes with dailup and that's public like wifi that's what a cellphone does dial up internet. Ha ha. Its not about big bro. Its about your rigts to privacy big bro can just pull u over and scan your grannys picture on yur device. Or maybe that certain sumthan your buddy was gonna check on for ya. ha
Posted by warrenray on 2011-12-13:
I guess that's one way for us to communicate. Say J.P.
Posted by joyce on 2012-05-03:
Don't be so sure it is not big brother.They can already see you at home thru your fiber optic cable t.v.so make sure you are decent and they can also see thru your house so you can run but not hide.Why did they really make us all get those black t.v.boxes a few years ago or else we would have no t.v.?Why is the sky full of satellites? At night you can see at least one it is in the lower atmosphere and shines very brightly and has both a green light and a red one it is in two segment's.Recently another one has gotten closer to the bigger one.On a cloudy night when you can see no stars most always you can see the satellite.I have been watching it for about four years and know where it is at certain times.You have to be careful where you go on the computer as there is an evil group of people some where who have a way of using the emf waves or something like that to use mind control for evil things.They get you at eye level and use a hypnotic spell and you never know it.They say it has already been done to thousands of Americans and already in the mid east where thousands of soldiers lay down their weapons and walked forward.A year or so back i got on one of those sites when looking for something in the medical field it even said so,i left in a hurry and never went back.My computer has messed up and sent me back to the Google home page 3 times while typing this.So i watch all cell phones and my computer cause we are never alone it's all monitored.

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Poor customer service, overcharges, misrepresentations
Posted by Ceesab on 03/13/2010
OVERLAND PARK, KANSAS -- I switched to Sprint from AT&T a year and a half ago because I was tired of the over charges and mis-information that led to high fees and poor service. Sprint has been just as bad if not worse. They tell you the charge will be x, and it winds up being 3 times x, or that there are no fees when there are. The customer service supervisors are combative and not at all customer focused. I will never use this company again!
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Paying on something not active
Posted by HawkQ on 01/11/2010
I switched my cell phone numbers from Sprint over 8 months ago; the next month I received yet another bill stating that one of the numbers did not switch over and it was accompanied by a bill. I paid that bill and sent in a letter requesting that number get turned off and my account be closed. Two months later I received yet another bill and I informed Sprint that I was not going to pay on it. I sent in a letter explaining the situation and then I received a letter back indicating that Sprint was sorry for the confusion. Next month later I received another bill. So thus far, I have paid on a phone number that is not being used at all 4 times. Now I am getting letters from collection agencies. Now this is nothing but wrong.
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