Sprint - The Not Now or Ever Network
cellular phone service - Complaint
HANOVER, PENNSYLVANIA -- I was convinced that by switching to Sprint I would save money when my wife a and I wanted to upgrade to Smart phones. Well we had been with Verizon for over 15 years and at the urging of family members made the switch to Sprint, and since we have switched have had a horrible experience. We were quoted and billed two different prices. We have two documents showing this.
The monthly bill was significantly higher than expected and more than my wife and I were able to afford. We attempted to work with customer service to change our plan and discuss why we were given two different prices. We were told since 15 days had passed we could not get out of our contract which we understand however we asked to keep our contract and be given the option of switching to a different plan. We were told we could not do so unless we gave back our FREE SMART phones that were given to us at the time we signed our contract and then would have to pay an additional 100$ to downgrade to basic not data phones. I did not understand why I had to pay an additional 100$ and why I could not keep the phones that were given to us as part of our contract when the contract was remaining in effect. To make matters worse when we first got the bill because we were not expecting it to be so high we were not able to pay it in full and paid it all off but for 25$. The next several days until we were able to pay it in full my wife received harassing messages on her phone multiple times daily, every time she tried to use her phone, stating she needed to pay her outstanding bill. We paid the bill in full and then Sprint had the nerve to turn off our phones!!!
I called customer service again to complain and was told that the account that was charged had insufficient funds. It has more than enough funds and I have bank documentation to support this. I called Sprint again last evening 10/2/12 to discuss the turning off of the phones since the bill was paid and the funds were there to cover the bill. I was on hold and transferred back and forth between approx 5 different people and was once again explaining the poor experience we had with yet another customer service representative when the customer service representative terminated the call. I know Sprint terminated the call because I was calling from my land line so it was not a case of a dropped call, like I had been experiencing since switching to Sprint's poor service. I have yet to be able to resolve this. It was my hope that the company would stand by the price first quoted, if not then to allow us to switch to a cheaper plan and to keep our free phones and utilize them without data, or to make things right and provide us with two free comparable phones instead of having to spend even more money. If we have to terminate our contract we will but we will end up having to spend another $350.00 to do so. We are so disgusted and are filing a complaint with the PA Attorney General's office.