WHEATON, ILLINOIS -- I will never be a Sprint customer. Last week, I received a bill from Sprint for nearly $300. I have never had a Sprint phone or ordered Sprint service. When I called the customer service number on the bill, it was after 9 o'clock at night. Not exactly peak call time, right? Well, after working my way through their automated menu, this woman's voice comes on and tells me the estimated wait is 20 minutes or more. I'm so flustered by receiving a bill for service I have no knowledge of, that I want to talk to someone and will hold for as long as it takes. I wait 20 minutes with nothing but hold music. So, I put the handset down, go get changed, have dinner, and watch TV.
I come back to the phone periodically and hear nothing but hold music. Finally, AFTER AN HOUR a woman answers the phone and I explain my problem. She tells me that someone opened an account on an old phone using my name and address. Thankfully, they do not have my SS# or the correct birth date. The woman I spoke to seemed genuinely concerned and directed me to the identity theft portion of Sprint's website, where she suggested I fill out the identity theft form. She told me that since the SS# didn't match what I gave her, I would need to go into a store and give them my ID before they could cancel the account.
So I'm thinking this will be a relatively painless and easy fix. Ha! I go the next day after work to the Sprint store at Danada West in Wheaton, IL. There are two people working in the store and it takes them a half hour to get to me. The woman who approached me could not have cared less about my problem. She takes the bill from my hand, walks to the phone, dials the number, and hands me the receiver. She goes, "They say the wait is 20 minutes. You'll have to hold. I'll be over there." So she walks away and doesn't even give me a chair to sit in.
So I stand there and wait on hold for 25 minutes before someone picks up, I go through my spiel about never having ordered service and the woman on the phone transfers me to the Fraud department. After going through their menu, I get a message telling me the fraud department is closed and to call back another time! Nowhere in the message does it give the direct number, so I hang up and say to the woman behind the counter, "Well, after all that, they're closed. Do you have a direct number to the fraud department?" She shakes her head and says, "No direct number. Sorry." And that was as much as she wanted to do with it.
At no point did she offer any kind of real assistance. I told her I sat on hold an hour the night before and she tells me "Oh, it wasn't that long." Then, when I ask if they are supposed to match the name and address on the credit check to an ID, she says they are, but people do move and they do change their names, so...
Today I call the Fraud department using a number I found on a consumer website not belonging to Sprint, since of course, Sprint doesn't give you the number on their site. I've called twice and the only message I get tells me they are experiencing a higher than normal call volume and to please call back another time. I can't imagine who would ever purchase service from Sprint. I have never experienced worst customer service. They don't have my SS#, so I will never be liable for the bill, but I can't imagine what paying customers must feel like when they have a problem.
I am giving up on phone calls and sending in the ID Theft package by registered mail. If that doesn't help, Sprint can continue sending me the bill for stolen service and I will just shred it. I bet the crook who used my name and address knows about Sprint's customer service hell and knew I would have a hard time canceling the account.
OMG, where do I start? I have been with Sprint from 2000-2002 and then 2003-current. In April I transferred over my boyfriend's line to my account. This was free, he is a Sprint customer as well. The systems were down in the store so I had to call Sprint as well as order the new phones we were purchasing over the phone. When I did so, I got the 550 min. family pack with $5 per line for 300 text messaging. In total before taxes $69.99. Nothing more. I then ordered new phones for each of us, he got his $150 rebate and I was told I get my phone free for taking a new family plan.
As I was ordering it, the sales rep. asked me if this phone was for the line ending in 5477, yes to that question like 3 times. Everything was set and it showed up online as 2 lines, family plan for 59.99 with $5 per line on texts. 3 days later, we get our phones. I call to activate them and they couldn't do mine, saying something about the systems refreshing or upgrading or whatever terminology they used. I was told to call back in 1 hour, in which I did, and come to find out that the phone is programmed to another number.
They added a 3rd line to my account WITHOUT my permission and didn't inform me about it. Then they charged me full price for the phone AFTER it was offered to me for free. I was on the phone for 2 hours and all they could give me was a $75 rebate and a $25 credit for the inconvenience. $100 in total, and I paid $32.09 for the phone itself. Listen to this, this was supposed to be applied to May's bill, it was applied the $100 balance I had previously that I thought I paid. I was $22 and change in credit BEFORE my bill posted through in May. My May's bill was $566.31!
I understood I went over my mins. but not that much and same with the texts. Then they prorated my texts, so I never got the full 300 and I was NEVER told they were going to do that. So after I spoke to about 2-3 reps. I was told that I would have the late fee waived and be given a $100 credit towards June's bill as long as I kept my bill under $180. I had a balance of $166 and change and when June's bill came in, I was charged $364.55. Now they won't waive the $100 like I was told, and even after waiting 2-3 hours, it doesn't matter.
I have made my reports to the FCC, FTC, and Better Business Bureau. But Sprint is making out to be a liar. Like I would really waste 2-3 hours of my time to lie about some credit that never existed. I just think how funny it is that the note was never made on the account. I even took the name down of the rep. and his id #. Go figure. But yeah, Sprint is the worst and they LOVE to RIP YOU OFF!
TORRANCE, CALIFORNIA -- I have been with Sprint for 2 years now, and yesterday I called to let them know that at the end of my 2-year contract, July 14th, that I will NOT be continuing with their service. The representative was a very kind, very courteous AMERICAN agent, who was trying to help me the best he could.
He came back saying "The contract for the primary line isn't until February of 2008." I was quite pissed right there, not at him but at the company. I asked him "what's going on? I never asked for a contract extension, and I never agreed to any such extension," and he said that back in Feb '07 I asked to change the shared minutes on the plan. I said "fine, even if I did, I was never informed about a contract extension and never agreed upon any such extension." He said "Since the new billing system is not yet fully switched over to the new system, I can't access your records in detail, and to call on Monday."
I asked if there would be an early termination fee and he said "you have only 60 days to contest something like this" and I said "HOW THE ** can I contest it when I didn't know it was happening! I was NEVER informed of this extension! Not by email, postal mail, telephone call, or text message. How can I even AGREE on something like this if I am NOT informed about it happening?! There is no AGREEMENT if there is NOTHING to agree on!" He was very kind to me, apologizing for the misunderstanding, and letting me know that I could possibly make things right again when I call on Monday.
He was very nice and understanding, and for once, didn't turn the problem around on me and make it seem as if I am the one at fault. That is a FIRST with Sprint, as I have had quite a few agents blame me for their mistakes, like when they added Vision TV onto my service when I didn't ask them to, and when they added unlimited text messaging that I didn't request.
This company seems to be chock-full of deception and sneaky "service". Adding services that I don't want, extending my contract without letting me agree on it (therefore nullifying any so-called agreement), and at times blaming me for their mistakes.
Sprint, I am about to switch over to T-Mobile. I am going to switch, even if I have to pay your stupid 200 dollar early termination fee, which means I have to sell my camera lens in order to pay for that. I hope you're satisfied, because I certainly am not. In fact, you know what it's called when one party forces another party to do something when they don't want to while the party that is forcing the other party is receiving some sort of benefit? That's called RAPE! I hope you're spent, because one of these days, these actions are going to come right back at you with a nice class action lawsuit. We WILL be compensated. Just you watch.
REISTERSTOWN, MARYLAND -- To make a long story short, I purchased a Moto Q in Jan. I have an account spending limit in the amount of 350.00 which means I do not have the ability to charge a phone to my account. The phone I received was defective so I called Sprint thinking that they would be able to take care of my issue. They issued a temp. credit on my account so they could charge it to my account and order me a new Moto Q. I called two days later to get the tracking number of the phone. I had my order number and I was given a tracking number. I thanked them and hung up.
Later that night I went onto the UPS website to see when my non-defective phone would be coming. Much to my surprise the phone was already delivered to an address in Michigan. My address is in Maryland. I had to call Sprint to find out why my phone went to that address.
The woman apologized to me and placed yet another credit on my account and re-ordered my phone for me. I then asked her what was going to happen to my account once the one temp. credit came off of my account that I would be charged for that phone that went to the wrong address. She told me to hold on to the information that I had, such as the order number and the tracking number and it would get taken care off.
Meanwhile I receive my Moto Q and everything is fine with my service and account. I get the return kit to send back the defective phone, which I do immediately. I don't like the Moto Q after all and get another return kit, but I go to the Sprint store and buy the Sanyo M1. I thought I had charged it to my account, but I was going through my receipts and saw I paid for it in the store. I send back the other Moto Q that I actually received and waited for the warehouse to apply the proper credits. Then the fun begins.
Our services were turned off and we had an account balance of 900.00. I called with the proper documentation showing that the one phone went to Michigan and that the other phone had indeed been sent back to the warehouse. I get another sorry for the inconvenience again and I am put in touch with a supervisor, who I did not know at the time only placed another 30 day credit on our account. So 30 days go by and everything is fine.
Until the horror of Sprint screw ups. The 30 day credit reversed again, and I had to get a hold of the BBB. Then it takes Sprint 3 weeks to respond to the BBB. The guy that I am dealing with right now is useless and is so unhelpful. I got in contact with this guy 4 days ago, and our account is so ** right now, and our phones have been turned off for a week now. I am so fed up with this company.
Luckily I have all my tracking numbers and all information to provide to them. I can't even get Retention to fix the account because the guy put a block on the account and a note stating that he was handling it and that no credits were to applied by any other dept. This guy only works Mon- Fri. 9 to 5 so we are in limbo at this point in time. Plus, we have been with Sprint two years now and if we hadn't just renewed, we would so go to another carrier.
In January 2007, while still within my 2 year contract with Sprint, I decided to upgrade my phone, replacing my existing phone due to some minor issues and a need for more features. As I had previously signed up with Sprint via the internet, with several fees waived, I tried to perform my upgrade. Unfortunately, Sprint's website does not allow upgrades online. I instead called their customer service line to process my request. I spoke with a customer sales representative who processed my request, repeating for me that the phone would be a replacement with the same phone number.
As I was on the road, promised to email my transaction record. In checking my email later that evening, nothing showed up from Sprint. I then went online to check my account. I immediately saw that the sales representative had processed a whole new phone request, with a new number and new line of service. This was 180 degrees from what I had just confirmed not 6 hours before. I then called Sprint immediately to rectify this mistake. I spoke with an individual that seemed to understand what needed to be done. He canceled the initial phone addition and processed a new upgrade.
The following day, I received my new phone. Unfortunately, it was the mistaken phone addition and not my upgrade. I waited one more day and received a second phone. This time, it was the upgrade (based on numbers assigned and invoices included). I had to call and activate the upgraded phone. In the process, I explained that I received a second phone the day before that was supposed to have been canceled. The representative informed me that a phone return kit would be sent out to return the wrong phone. I waited over two weeks and never received the return kit as promised.
I then went online to see if I could see anything on my account regarding the return. I did see that Sprint had billed me $649 for the second phone. The one that they processed incorrectly and never sent a return kit for me to send the phone back. I called Sprint the next morning while at work. After explaining (again!) the entire situation, the customer representative disconnected my call. Up to this point, I had spent several hours on hold and speaking with customer representatives. I did not have the time to call back at work. I called Sprint in the evening to again follow up.
The customer service representative that I finally got in touch with (after another 20 minutes on hold) explained that no phone return kit had gone out yet, and that I was very lucky. I asked why, and was told that if I hadn't called that day, I wouldn't have been able to return the phone, and I would have been liable for the cost. Never mind that the line was immediately canceled. Never mind that I had called numerous times to resolve this issue. Never mind that it was their mistake.
I patiently explained the entire situation again. She then told me that a return kit would be sent out. Within 3 days of receiving the returned phone, my account would be credited fully for the charges. I phoned several days later, as I had not received the return kit. I was told to wait a few more days. Great. I did. A little over one week from the previous call, a return kit finally showed up. I returned the phone, shipping it out the very next day. They received the phone on a Thursday morning, based on UPS tracking information. The following Friday, my account still had not been credited the erroneous charges.
Quite honestly, I was very frustrated in spending any more time on hold waiting for someone who may or may not help me. I emailed my request instead to have the charges removed. The next morning I received a response that all charges had been removed. The only reason that I am still with Sprint is that I live in a rural area, and Sprint is the ONLY carrier that I can get a signal with at my home. I have tried them all. It would have actually been cheaper for me to pay an early termination fee and get a new phone from another carrier, but that wasn't really an option.
This is one of several issues that I have had recently dealing with call centers. Because of how this entire issue started, I will no longer do business with ANY company over the phone. I am tired of being at a disadvantage to what a person types into a keyboard 5000 miles away.
In summary, yes, it appears the situation has been resolved, but not without a LOT of pain. It took over two months and hours on the phone, all to fix a problem generated by a mistake by a customer service representative. I have no use for this type of customer service. Companies have shifted from making things right in the first place to maybe eventually making them right at the customer's expense.
METRO DETROIT, MICHIGAN -- In approximately January of 2012 I contacted Sprint PCS to find out why my monthly bill was increased. I was told I was losing a service credit and that it was not currently being offered, but to check back in February 2012, as the credit could potentially be offered. I was very upset as I was not informed of the change and as a long time customer (over 10-15 years), wanted to know why this was arbitrarily dropped without my knowledge.
The representative apologized and indicated that she could offer me a one time $100 credit that would be applied to the bill. I grudgingly accepted, indicating to her that it was not the same as my current billing, as this $100 credit was not the same as my monthly payments, and would soon run out. She asked me to check back in February.
I called back in February, and explained the situation, and asked about my billing and was basically told the same thing, that the service credit was no longer being offered. I indicated to the customer service as well as the retention staff that I would not be renewing, as I didn't like the way this situation was being handled for a loyal long-term customer.
Early in May of 2012, I was online, reviewing my account, and noticed that someone had renewed my out of contract account, without my knowledge! I immediately phoned customer service about this and was told that, the person who issued me the $100 credit on my account, did this. I was outraged! The customer representative never explained to me that she was renewing my contract for an additional year, in exchange for a $100 credit; I would have never accepted!
To make matters worse, the representative I spoke within May said that if you give us the $100 back, we will place your contract in "out of contract" again! Oh my goodness, what a sleazy proposition. I indicated to the service representative that it was not the condition under which I accepted the $100; it was a retention act, as I knew it...nothing to do with the contract. I am very close to reporting this to major media as well as the Better Business Bureau... I think you call what they did to me, bait/switch... How unethical!
OVERLAND PARK, KANSAS -- I had a Samsung Moment that I purchased at a corporate store. Several months later it stopped holding its charge. I went to a repair store not knowing it was actually an independent repair store and was told it could not be fixed. They exchanged the phone instead of having a new one mailed to me because it was unsafe for me to be without a phone for days. Within 30 days the new phone malfunctioned and its start and end call buttons did not work properly.
I called Sprint and was told that they would not exchange the phone because it was from an independent store instead of their corporate store. I tried to explain that I couldn't return it to the store it had come from because they had exchanged it as a favor to Sprint's corporate office and weren't going to take it back. The person on the phone started yelling at me. I asked if I could cancel my service and send the phone back to Sprint in exchange for having my termination fee waived. An accounts representative got on the phone and yelled at me. I was nearly in tears and got off the phone.
I later spoke to a representative who told me I could call Samsung and have them replace my phone under manufacturer warranty. When I spoke to Samsung they said I had to send my phone away for three weeks and that if the phone was irreparable then the warranty was voided. I am a Mayo Clinic patient and a young disabled veteran and can't be without my phone. My only option was to find a new phone carrier. It was a huge issue to change service and to go through all of this. I also had to pay connection fees at T-Mobile and pay part of the cost of a new phone all because of Sprint's bad service.
I later spoke to ** in Sprint's Executive and Regulatory Services to ask that my $160 early termination fee be waived and was informed that this was not a possibility. He says that they told me to take it to a Sprint repair store but refuses to provide me with copies of the notes from my own account documenting that saying they are proprietary information and would require a subpoena. I spoke with ** today, a higher level executive, and she told me they would only drop the early termination fee if I moved my service back to Sprint. No way!
More than a year after spending $300 for a wireless pc card and agreeing to pay $60 per month, I lost the pc card. After searching in vain for six weeks, and of course not using the device, I called Sprint and reported the dongle lost or stolen. Sprint told me that they would list the device as lost or stolen and block its usage. I was told that the only way I could close my account was to pay the bill including early termination fees in full. And so even though I had not used the device at all in six weeks, I did pay my bill in full for $168.34.
Then, the following month, I got another bill from Sprint for an additional $120. When I called Sprint to ask about this bill, I was told that even though the device was reported lost or stolen and blocked from usage, Sprint charged me for another month of usage, plus other fees that I had been previously told were paid in full. When I replied that it made no sense that I was being billed an additional month for a device that was blocked, Sprint said that they would get a supervisor on the phone.
I held on the line for an hour and twenty minutes until the battery went dead on my phone. I called another time to resolve the issue, but was left on hold for 40 minutes that time. I realized that not only was Sprint intentionally charging for services that were not delivered, but they were intentionally avoiding all attempts to get a resolution to this matter. For all I know Sprint is going to try to bill me again next month for another month that the device was blocked.
Sprint did tell me that if I don't pay the bill, they will send it to collections and ruin my credit. I pay my bills. But, out of principle I'm going to fight this one. $120 is not a lot of money, but if Sprint rips off a million people for $120 that is a lot of money. I have filed a complaint with the FCC. I have filed a complaint with the BBB. I have filed a complaint with the Arizona Attorney Generals Office. I have mailed two certified letters to Sprint (with no response).
The terms of the contract state that I have given up my right to civil litigation, and must submit to binding arbitration. I have requested binding arbitration from Sprint, with no response. I have contacted two local television stations (ABC 15 Investigates, and 3 On Your Side) and hope to get an on screen interview with both. I am now in the process of posting my story on 30 different complaint forums like this one. Sprint does this because they know that these corporate practices will be profitable to varying degrees in 99.99% of the cases. Unfortunately for Sprint, I am that 1 in 10,000.
PUYALLUP, WA -- TERRIBLE COMPANY!!! I was with Sprint since 2003 and when I signed my last contract in 2008 it became a firestorm of frustration and poor service. I signed up for two additional cell phones because it specifically SAID on the contract that the $9.99 per line was supposed to be waived. Well, from my first invoice I had to fight to get them to uphold the contract. Month after month I would find erratic fees that had no explanation. My bill was supposed to be $89.99 per month, but sometimes it would be $350 with no explanation at all. I do not use any of the extra services, so there is no reason for the additional charges.
Fortunately, one of the reps in the Sprint store was always there to help me out and readjusted my bill for the erratic charges. Unfortunately, the representative finally got sick of their crap and quit, so I was left to deal with this terrible company on my own. I truly feel like the ** up letting her go because she was the only reason I stayed with the company for so long.
To combat the unfair charges, I showed retentions a copy of the contract that I signed and they simply told me that they didn't have to honor it and they made up excuses for why it wasn't good enough to waive the fees. They are very rude, inconsiderate people and I absolutely can't wait till my contract expires so I can switch to Verizon - I hear they're great!!! I should also mention that Sprint's service SUCKS and half the time I couldn't even get my phone to work. I have the LG Rumor and shortly after purchasing it, it wasn't long till it started acting up.
I can't stand this company. They fully suck across the board. I am anticipating the day my contract ends, because there is NOTHING they can do to keep me after I'm no longer obligated. Isn't it funny how, if a CUSTOMER signs a contract THEY have to honor it NO MATTER WHAT! Yet if the cell COMPANY signs it, they only have to honor WHAT THEY WANT TO!
STATEN ISLAND, NEW YORK -- Wow, after being with Sprint for TEN (10) years, I think I reached my end. I was going to upgrade my phone to the new Instinct and upgrade my plan to the 99.00 everything. My current contract expires totally 03/09. Currently, I have a 2nd phone on this family share plan, free, not the 9.99.
I called Sprint customer retention to inquire as to what would be available for me, and "why I should stay a customer"... The first guy I spoke to was one of the most rudest customer representative (a supervisor to boot), who essentially told me, " We don't need you, we will offer you nothing, and you will have to pay the disconnect fee on that other line."
I spoke with his supervisor, better customer service, lodged a complaint, and he told me that any decision would have to be made higher than him.
They called me back today (while the supervisor was friendly) and said under no circumstances could/would they waive the 200.00 cancellation fee on the second line. I explained that this is a NO COST line, I pay nothing for it, and I am looking to UPGRADE my PHONE and PLAN!! He understood, but said they can do nothing.
10 years and treated like this... I told him they left me with 4 month to rethink my relationship with them and I didn't see the desire to return... as of now.
Amazing, I was going to upgrade, re-contract for 2 years (4 month early), and pay for a better plan... Now they are in danger of losing a customer... And they just don't seem to care...
Funny thing is, even though I have had them for 10 years (satisfied to a point), I cannot use my phone in my home. Signals dropped immediately. The first idiot wanted to give me (waive the 99.00) a signal antenna to boost my home signal... BUT, it would cost 5.00 per month to use it. **. I laughed at him and asked simply WHY would I do that? He had no answer.
Just wanted to give a heads up on the treatment of a 10 year loyal customer, whose bills are prepaid, never upgraded hardware, and never lodged any complaints.
2 years ago, when I was going to quit, they practically begged me to stay, offered month incentives, etc... Maybe I'll see what happens come March... But I have a bad taste in my mouth!!