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190 Reviews & Complaints

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Sprint's Questionable Billing
Posted by Rhondam718732 on 03/14/2006
Here's how Sprint PCS works. When you sign up you get assigned a "credit line." Ex: my monthly credit line was $200. My monthly charges were $200+...well well...there's a problem. They shut you off one you hit your limit of $200-which is EVERY. When I asked what the credit line was for exactly they told us it was the max your monthly bill could be...never explaining the silly way they bill you literally days after you pay your bill - NO ONE ELSE DOES THIS...

So, I changed my plan (try doing that w/out it tacking on another 1 to 2 years' service..) and now my bill is $175. So I come in under my credit limit...unless I tack something extra on i.e. a new phone when my crappy one from them stopped working after just 8 mths. So low & behold, my service is cut off. So here's the timeline:

1. February 14 paid $175.66 (bill was due Feb 18)

2. February 16 my husband called Sprint to have them switch the ISN to another Sprint phone we owned because his stopped working.

3. February 19 service was cut-off. I call and find out that the new bill has already been "applied" to my phone acct - $175.66 PLUS a $30 "new phone" fee??? Well they credited us back the fee since it was their fault - but it still takes up to 4 hours to have service restored.


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Posted by CrazyRedHead on 2006-03-14:
I understand you pain. I received my first bill from them before I received my phone. Needless to say they bill a month in advance, or so they told me. I sent the phone back to them Nov 05 (not for this reason) and am still having trouble with them getting things right. I spent two weeks with reps telling me that all I need is a new phone and that the acct is active and ready to go. I was ready to order a phone when a rep finally told me that the acct has been cancelled since Dec 05. They couldn't tell me why they have been telling me that the acct was active all this time. Well, I went that day to T-Mobile and got a phone immediatly. I might give Sprint another chance in a year when my T-mobile contract is up, but only if they have gotten there act together. Sprint service is pretty good in my area and, other than this incident, the customer service has been okay.
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Sprint PCS (Pretty Crappy Service) an insider look
Posted by Ronin_fort on 03/15/2005
I'm a collection agent for Sprint, well actually for the company that collects for them.

First off everytime you phone the collections department, you're talking to a whole different company that collects payments on behalf of them.

The way the system is set up, anytime you phone Sprint customer service from an interrupted phone or if you have a past due it automatically reroutes your call to our department. Which means we get a lot of customers who have disputes with there bill, but in order to argue the charges they have to pay off that balance so they can reach customer service.

Second, you'll never get any help from a collections agent if you are disputing your bill. The reason is we're not ghouls, but you hear complaint after complaint after complaint you really don't care and just get immune to it.

The other reason we can't do anything if we wanted to help you, is because everything is automated.

Another reason why you may get frustrated is that when you ask for a supervisor they will tell you the exact same thing we told you. Our supervisors do not want to take calls and really do not care about your situation, they're being graded on money collected.

I know this sounds cold, but what do you expect? You're talking to people who go through complaint after complaint and the whole goal is to collect money not provide customer service. In fact our centre goes through a high turnover weekly. Plus if you have legitimately been screwed by Sprint we really don't care, we're graded on how long we spend on a call, so we want to be off the call as soon as possible. I mean the people who have been really mislead by Sprint, are classified with the same people who aren't responsible with their plans. We can't tell who's lying or who is the victim.

All I can say when dealing with Sprint is read your contract and know exactly what your plan includes.

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Posted by fortheloveof on 2005-03-16:
This post accomplished nothing other than to make yourself look silly. You mean to tell me that you can only get a job where you "don't care" and "don't get paid enough" and neither does anyone else there? Quit with excuses. Whether you're paid $20k a year or $200,000, what about pride in your job and respect to others and yourself?
Posted by ronin_fort on 2005-03-16:
I guess fortheloveof completely missed the point of the review. We're not paid to give customer service, our bonuses, our pay is based on money collected and calls taken, not customer satisfaction. The emphasise is on money collected for Sprint. The whole point is to collect money and go to the next call. Also obviously I don't enjoy working there and I consider it a temporary position. The whole point of writing the review was to tell people the Sprint bottomline.
Posted by Neno84 on 2006-04-27:
I have screwed SprintPCS eight ways from Sunday. Any trick of gimmick they have tried to impose on me I have gotten them back three-fold. Ladies and Gentlemen its simple...it is very much possible to talk to a PCS rep when you service is interrupted. Sprint tried to make it so that you could only talk to the collection agency but the solution is simple...just call the 800-number from a lanline phone (i.e. house phone or work phone) and you will be able to talk to a SPRINT customer service agent.
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Sprint treats loyal customers badly
Posted by Cherkell on 02/23/2014
I was a loyal customer of Sprint for 12 years. Well beware if you are not a new customer. Sprint used to have loyalty rewards for long time customers. Not anymore, new customers get free phones and better monthly rates. The long time users get nothing, I had 5 lines for 12 years, cancelled all of them today.

Sprint would no longer give free upgrades, and plans for old customers were higher then a newbie! They wanted $90 for one Unlimited usage smart phone and $129 to keep my other reg. phones, total $219 per month. WHAT? I went to Metro Plus have unlimited usage for two smart phones and one reg. phone, total monthly fee is $95. Sprint should appreciate their long time customers who pay their bills!!!
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This Company Deserves To Be Out Of Business. I Have Never Dealt With Such Negativity.
Posted by Markeesha.overstreet on 09/27/2013
KANSAS CITY, KANSAS -- I know that many of us have had issues with Sprint. My incident in no different than many of the other requests, and I would like to share it. I will also share that I have emailed Mr. White and gotten no response (Social Responsibility Executive) instead I got the feedback from another Executive who wasted no time dismissing my claims. Sprint should just allow people to leave once they have shown that they care for none of us. So many posts are centered around customer service and lack of cell service that it is baffling. Here is my story....I have been a Sprint customer for approximately 9 months. In that time I have made sure to keep insurance on my phone, as experience teaches us it is better to be safe than sorry. I was denied a phone of equal design, after it was identified to be faulty merchandise.

Typically, I would not care, but I explained to the manager that I was headed out of town and would be driving for seven+ hours, this was after I was told that I could pay the $100 deductible and get it next day (even though they were not sure what the cause of my malfunction was). In addition, I had to wait two hours for them to tell me that there was no damage inflicted by me, rather the phone was faulty. In this case, I explained that I was going out of town, would be on the road for 7 1/2 hours, that I needed a form of communication, as well as, the GPS Navigation application installed on my Samsung device. I was told that nothing could be done- that either I could pay the $100 deductible or wait the 2 hours that it would take the technician to check the phone, once it was checked, I would not receive a phone for 3-5 business days. You see, my issue is not with the customer service entirely, because they tried to be nice, but my issue is with this company that has received approximately $1,012 dollars from me over the course of 9 months. I pay for service, insurance, and I EXCEPTIONAL service.

After explaining that I would be going out of town, I fully expected that my phone would be delivered next day, or in the very least, I would be able to go to another location and receive the same phone DUE to the fact that I was going out of town, would be driving by myself for seven+ hours. As a single woman communication is everything when hitting the open road. My frustration comes in because the staff DID NOT try to help me. They did NOT try to contact upper management, they did NOT try to get my phone to me overnight versus the 3-5 business days. In addition, I live 27 miles away from the store that I visited, (closer to work).

Here is the correspondence that I received no answer to:
Mr White:

This reply is unacceptable. As a customer, I do not understand how a multimillion dollar corporation easily forgets about the little guy. I feel like my request were within reason, but the fact that your company has not made any amends and from the looks of it, does not plan to. This response has prompted me to seek a review by the FCC. In addition, I would like my contract with Sprint to be made void and the repercussions of the elimination of said contract at this earlier date to be nonexistent,. Please consider this my formal request to be let out of this contract. Here is the response you all posted, I would like to know if you find favor in a reply for a customer who experienced 6 events of horrific customer service over the span of three days.

On Sat, Sep 14, 2013 at 5:48 PM, Overstreet > wrote:
Sprint Corporation
Mr. White
6200 Sprint Parkway
Overland Park, KS 66251

Thank you for passing my correspondence on to a person you deemed acceptable to handle my grievance; however, a mere explanation of the policies of Sprint and their chosen manufacturer in no way absolves this entity of the wrong doing inflicted as outlined in my initial correspondence. Once again, I am without service due to the end result- "nothing" could be done. As you already know, I found the phone call unacceptable, the resolution nonexistent and the overall outcome a true test of my patience.

Due to the inadequate recommendations and lack of action, I have filed a formal complaint with the BBB. If and when this comes back to me, I will be doing whatever I can to raise awareness. I really feel like this company in no way cares about me as a customer, in no way cares about my circumstance, and furthermore has pushed me aside. While there are no doubt others with more pressing situations. The inaction and recommendations coupled with the mediocre service received from this corporation has really driven me to push for a fair solution. Nothing that was proposed has been just and fair, and of course it does not need to be both.

In conclusion, I do hope that my issues can and will be resolved sooner rather than later as I am now approaching the fifth consecutive day of interrupted service, a service that I happily pay for around the 19th of every month.

Kind Regards,
Ms. Overstreet

On Wed, Sep 11, 2013 at 3:24 PM, Overstreet > wrote:
Sprint Corporation
Mr. White
6200 Sprint Parkway
Overland Park, KS 66251

Mr. White:
I hope that this correspondence finds you in good spirits. My name is M. Overstreet and I am a current customer of Sprint. I know that as the Senior Vice President of Corporate Communications and Corporate Social Responsibility, you may very well be the best avenue to communicate my recent deplorable experience with Sprint’s customer service team. Service is above all effortless; it is a drive to accommodate a stakeholder, to complete the order prior to the deadline, to be the BEST.

My recent experience with your customer service staff was anything BUT what I expected, or rather what I had come to expect. You see, I received some of the best customer service when I negotiated my contract with Sprint and for close to 9 months I have had very little to complain about; however, the recent events have substantially diminished my faith in this entity. Without further ado, let me recall the unfortunate events that took place from September 09, 2013 to September 12, 2013.

On September 09, 2013, I got home and plugged my phone in to charge, there was no response. I changed the outlets, naively believing that it was something I had done. The phone simply would not charge. On September 10, 2013, I visited Store #893. The customer service representative was exceptional; he (Anthony) had recently moved from New Orleans to Texas and tried unsuccessfully to figure out what could be wrong with my phone. Above all, he gave exemplary service–service similar to that received at my initiation into the Sprint community. Once he figured that the port was more than likely the issue, he directed me to a close repair store.

From Store #893, I traveled to Store #218079, where the activity was at an all-time high. There were plenty of people there receiving help and I patiently waited my turn. Once the phone was in the hands of the associate, I explained that I really needed my phone because I was due to travel home the next day. Where is home? Home is approximately 7+ hours away from my residence in Spring, TX– hence why I did not WANT but NEEDED my phone. He explained that I could either make a claim and pay $100 (again) as the deductible if I could not wait for the technician to look over the device, or I could wait 2 hours then they would order the phone– I was informed that it would be 3-5 business days before I would receive my new device (even after explaining that I would be leaving to go out of town). Meanwhile, I am staring at a phone that will not be able to be utilized due to the phone not holding a charge. I pay for a service Mr. White– Did I expect more? Yes. Should I have received more? Yes. Am I am disappointed, more so than angry? You bet.

You see my issue does not entirely lie with this lack of customer service, because they attempted to be nice, but my issue with this company that has received payment for services that they have not rendered. After explaining that I would be leaving to go out of town, I fully expected that my phone would be delivered next day, or in the very least, I would be able to go to another location and receive the same phone within a 24-HR window only due to the fact that I was preparing for a 7+ hour long road trip where I utilize my phone for both emergency and navigational purposes.

In addition, my frustrations stem from the definitive lack of care. I live roughly 27 miles from Store #218079. Do you think that asked me if I would like to receive the phone to my home or perhaps a closer location? No. Do you think that I left that store feeling good about my commitment to this company? NO.

The customer is NOT always right. The customer is sometimes wrong. I see it every day. In this situation, not only did I have to change my vacation plans, but I also had to revise all of my travel arrangements with those corresponding plans. Within this incident, the customer was indeed right.

I did not want to accept that ‘nothing’ could be done. I got up the next morning (September 11, 2013) and said I will see if I can chat with an agent who may be able to tell me more information. This was approximately 33 minutes of my life that I can never get back. I was treated with horrific service. I was transferred to Assurion twice, denied access to upper level management, placed on hold for approximately 17 of those 33 minutes, and above all things– my issue was never resolved. I have included the correspondence from your agents, as I did try all avenues of communication to get this resolved. May be you can help them in the future, both instances I was dismissed– with NO resolution to my issue.

Lastly, I placed a call back to store #218079, and asked if I could speak with their District Manager or if there was someone else who could accommodate my request. After being placed on a brief hold from a representative who did not introduce themselves, I was told that my phone was scheduled for delivery tomorrow. This, after being told that ‘nothing’ could be done. This, after being without my only form of communication for 48 hours. To say I am ‘upset’ would be the understatement of the year. You will notice that both in my phone calls, chat windows, and physical communication efforts with the staff of your company- I never cursed. I never raised my voice. I maintained patience. This one incident has forever tainted my view of this company. I know that an entity this size may very well never provide consistent exceptional customer service, but my days of no resolution, of ‘nothing’ could be done, of the client revising vacation plans due to this unacceptable service is a terribly hard pill to swallow.

As the overseer of corporate communication, issue resolution, and external relations, amongst a multitude of other duties, I fully expect for you to understand the power of one. I know, I know, I am just ONE customer. ONE insignificant portion of revenue. ONE negative review. Mr. White, I feel that you need to understand, as a man in your role for so many years does, that the power of one can fuel the voice of many. With my unfortunate events, one has to wonder how many other valuable consumers have received this poor service.

In closing, I would just like to state that my intention was to bring attention to an issue that will cost you. Providing poor customer relations for a paid service is unacceptable. I hope you have time to really read this letter. I hope your really understand my view. That was my sole intention– to bring attention.


Ms Overstreet

Lastly, I would like to share
Nikki's response. I asked to be let out of my contract when they did not reimburse me or in no way to my knowledge thought that the horrible customer service and the lack of services was adequate:

Dear Ms. Bright:
Sprint is in receipt of the above-referenced rebuttal statement filed by Ms. Overstreet. We again apologize to Ms. Overstreet for any inconvenience she may have experienced while attempting to resolve her concerns.

As indicated within our previous response, we spoke with Ms. Overstreet on September 12, 2013. During that conversation, we explained to her that we were contacting her due to the e-mail that she sent to Mr. White. After Ms. Overstreet sent a second e-mail to Mr. White, we attempted to reach her again; unfortunately, we were only able to leave a voicemail message for her. We subsequently received a voicemail from her indicating that she did not want to be contacted unless we were going to honor her requests.
In our previous response, we stated that our Terms and Conditions of Service note that we do not manufacture devices that we may sell or that are associated with our services, and we are not responsible for any defects, acts or omissions of the manufacturer. The only warranties on the devices are the limited warranties provided by the manufacturer directly. Therefore, we respectfully decline Ms. Overstreet’s request to waive any applicable Early Termination Fee.

We have taken considerable time researching Ms. Overstreet’s concerns. After discussing this matter with the Executive & Regulatory Services team, I am confident that all of her issues have been fully addressed and resolved. Therefore, all subsequent inquiries will be met with the same response.

If Ms. Overstreet has new information that was not previously submitted regarding this issue, please contact me by calling the Executive & Regulatory Services department toll-free at 1-855-848-3280 or directly at (817) 215-3542. I am available Monday through Friday between 9 a.m. and 5 p.m., Central Time.

Executive Services Analyst


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Posted by FoDaddy19 on 2013-09-28:
They are correct. You issue with the manufacturer of the phone. Sprint just provides the service to the phone. It's entirely reasonable to expect a day or two turn around time when a phone needs to be replaced under warranty. I understand it inconvenienced you, but neither Sprint nor Samsung has anything to do with your vacation plans. I've said it before and I'll say it again
Posted by markeesha.overstreet on 2013-09-30:
I appreciate your feedback and I would expect that people would have that but when it was deciphered that it was not due to me but rather a device issued to me with the Sprint Logo on it, more should have been done. Thanks for your comment.
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Frustrating Transaction With Manager - I Would Not Recommend Anyone to CarMax
Posted by Trsharry on 07/06/2013
RIVERSIDE, CALIFORNIA -- When I started the process I told the sales person Antonio that I was out on disability and will return to work 7/19. He stated that that would not be an issue. All he needed was an up-to-date check stub. I bring the check stub in the transaction happens I buy the car.

A few days later Darrell calls and says the bank is having an issue with the checks stub because they're all zeros on the check stub do to my leave. Several days past and I get a message that the bank is not able to process the loan due to inability to verify employment. The last call from Darryl stated to bring the car back. So I called up there and I said when I bring the car back? Will I get my money back ? He stated "that is besides the point. Just bring the car.

At that point I was upset. That was rude. He also threatened to repo car because I asked about my refund. I am very upset with manager Darryl and the entire experience there. I would not recommend Carmax.
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Posted by clutzycook on 2013-07-06:
At that point I would have attempted to secure financing myself. You don't HAVE to go through the dealership. On a similar note, I don't think CarMax looks for the best rate. I've bought 2 cars from them (on 05 and 07) and both times they gave us loans (through BOA) at almost 9%. Our credit was great and if we had known better we would have found our own loans. Fast forward to this year and we got a loan through a differnt dealership (also BOA) for just under 3%.
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No Longer Have Service at My Home
Posted by Kthompson192 on 05/27/2013
APOPKA, FLORIDA -- I have been a Sprint PCS customer since I purchased my first cell phone. They did an upgrade to the tower in my area. Since this upgrade, I have had pretty much no service at my home. That doesn't fix the issue with no service pretty much anywhere else within a two-mile area. Since I have service at my office and anywhere else, they told me even if I filed a claim with the FCC I would not win. Sprint's answer, spend over $200.00 for a signal booster that sits on a window sill in my home. They did give me a $50.00 credit. Tomorrow I will spend the $100.00 to buy out my contract and go with a reputible carrier.

Another neighbor is having the same issue. However, he is with Boost Mobile and has no contract.
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Posted by John Nicholson on 2013-05-27:
I would cancel the service and tell them it is because of lack of service. They changed something to cause your cell phone service to disappear. Also refuse to pay any early termination fee. If they send it to collection, refuse to pay it, period. The hit you take on your credit score is minimal. These companies count on your fear of repercussions and your just wanting to get rid of all the hassles and so pay them a cancellation fee. If people would stand up and refuse to give in to their threats they would change their tune.
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Use ANY cellular service - besides sprint
Posted by Discarn8 on 10/15/2012
DENVER, COLORADO -- Sprint's reputation is quickly and pathetically drowning in complaints and word is out on the street to avoid them like the plague unless you just HAVE to use them. Unfortunately, this is EXACTLY what you have signed up and pay good, hard earned money for and EXACTLY what Sprint promises to reliably deliver - get used to it until someone either buys them out or they go completely under. As of right now, I'm on my third or fourth Sprint joy toy - I've lost count in the excitement - and words can not describe to you the anger, frustration and humiliation that this company has delivered to not only myself but to MANY other fellow Sprint "customers" that I am acquainted with. This greedy conglomerate has apparently lost focus on what the words CUSTOMER and SERVICE mean and will seemingly do anything they legally / illegally can to get you off of the phone, transferred to a vacant phone in another department, humiliate you, patronize you, treat you like an idiot, give you a canned, scripted, driveling response while simultaneously doing their utmost best to give you the run around or just simply hang up on you. Not to be outdone is the "service" they offer. Dropped calls, missed calls, dropped GPS signals, duplicate SMS transmissions, lost SMS messages, bug-laden phone software, phone lockups, the single-most pathetic data transfer rates ever encountered from a "cellular-data-provider", spotty coverage, minimal signal strength (no matter WHERE you are) and last but not least is their most appreciated and famous characteristic - their "WE JUST DON'T CARE" attitude.

WHEN you experience your issues with them - and YOU WILL - best of luck to you getting anything more than "dead-air" or scripted patronization for a response. I've lost count on how many times, I've emailed them, called them, etc. - all to no avail. They actively REFUSE to do anything but patronize me and everyone else I've shared similar experiences with - therefore I've determined to warn as many people as I can about them and hopefully one day before they go under, they'll realize they can not just dump on and treat people like trash.
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Posted by Kris10 on 2012-10-15:
So, what exactly happened? I have Sprint in Pennsylvania, and I haven't had any issues for as long as I've had it.
Posted by Misti on 2013-06-04:
I live in Denver and have had no problems with dropped calls on the Sprint network. I don't have a smart phone, so maybe that's why I haven't had any problems with their service. I've been with Sprint for several years and have been pretty happy with them. The plan I have is affordable and meets my needs, but I'm pretty low maintenance when it comes to technology!
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Posted by Deshow509 on 04/26/2012
From the day I signed up go the unlimited plan to the TV ads, unlimited is unlimited. But I had to find out the hard way that if go over 5gb they cut off your line completely and they won't turn it back on, therefore their unlimited plans are what they say they are, that's not tooth somebody should do something about that. That's false advertisement

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Posted by Kris10 on 2012-04-26:
I'm thoroughly confused by this. I have Sprint as my carrier and have gone over 5GB easily 3 months in a row. I have not been cut off. Are you by chance on the 'spending limit plan?' Is it possible you got to the end of that limit? They're supposed to notify you, but I haven't even gotten close to my cap.
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Identity theft
Posted by Tinateen on 04/09/2012
I have had my phone with Sprint for almost 2 years. there was suppose to be a program to help keep people with Sprint since people are leaving Sprint, so the guy I spoke with told me he was going to set me up a payment arrangement and he really did sound like he worked there because he knew everything. I didn't give hime any info that would allow him authority to change my account. I thought my bill was due and so since at the time I didn't have a ride to pay wheni woke up one day it wasn't working I called Sprint and found out that this man had called them pretending to be my husband and got a phone sent to him in a whole different state than me and changed all my info. I believe he actually had my service switched for that 1/2 of a day because I can't check my voicemail and yet Sprint still haven't fixed this because I changed all my passwords and pins and that same damn day another phone was sent so I call Sprint and changed it all yet again and guess what hem dumb people allowed another phone to be sent and I called them again and ask how the hell they allow a phone to be sent to the same damn person/address and they say it takes 7 days to investigate but that doesn't excuse them allowing this guy total access to my account. they failed to protect my identity and I am looking for a lawyer because I believe I should be able to sue them for this.
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COMPLAINT - Inappropriate Selling Practices!!!
Posted by Tatianadrossos28 on 12/15/2011
CHICAGO, ILLINOIS -- Had a shared plan with my son for 3 years for $69.99, my son left to Europe, called to cancel his line (there is a note on the account of cancellation request made), no action taken. Had to call customer service number of times, finally they supposedly canceled one line and DOWNGRADED ME TO AN INDIVIDUAL PLAN for $49.99, and gave me confirmation#. A week later they disconnect me all together and when I call it turns out there are two suspended lines now, plus one canceled, and the plan is still $126 per month (from $69.99) without anyone requesting any such change! NO WAY TO FIGURE THINGS OUT, they just keep repeating the same to me: "someone has called and requested an account upgrade". When I asked for e-mail, FAX or mailing address to communicate on writing, they responded that there is "no such thing with SPRINT"?!?!?

Where do I report them?
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Posted by Alain on 2011-12-18:
Start by using this link to report them to the Ohio consumer protection agency: http://www.ohioattorneygeneral.gov/About/Sections/consumer-protection click on the "Forms" button on the right of the opening webpage. Then go to http://www.fcc.gov/complaints and then http://www.ftc.gov/bcp/index.shtml
After this (It won't take all that long), be sure and contact Sprint-PCS Corporate Office (2 Easton Oval Suite 400, Columbus, Ohio 43219) [614] 428-1800 and let them know that you've reported them. They'll appreciate your feedback!
Posted by raven2010 on 2012-01-03:
Every change I make with Sprint, whether on the phone or online, shows up on their website.

When I log in, I get a list of messages for recent changes, when my bill is ready, etc

The OP should be able to log on and see the same thing.

Also, once I log in to my account, on the left side about half way down the screen it says contact us and lists the two closest stores as well as a button that says EMAIL--very easy to have it in writing
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