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Sprint - Unexpected Charge
Cell Phone Data Use - Complaint
Review by sunitek on 2012-10-14
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SAN JOSE, CALIFORNIA -- RE: (408)[snip], Account #: [snip]
Dear Customer Service Representative,
I want to inform you of my dissatisfaction with your service. I have been a customer since [date].
Briefly, the problem is: for my Sprint bill on September 18th, 2012, which covers the billing period of August 15th – September 14th, I was charged $75 for 3600 KB Sprint 3G Data @ $.03/KB. I called to dispute the charges because I did not knowingly use any data.
When I called to dispute the data charges, I received an email from a Data Retrieval Representative telling me that Sprint could not legally retrieve data on my usage without the account holder [snip] signing a notarized form authorizing the data retrieval. I replied to the email complaining that, while I understood the legal reason for the requirement, the demand that I spend my own time and money in order to get a notary so that I could even argue against the $75 chargers were unjustified. Representative Mary G also suggested that I put a data block on the phone just in case I was still incurring data. I immediately asked her to do so.
After exchanging several emails and being forwarded to several representatives over the phone, I was told by Fred (866.562.4583*2807) from Sprint Data Retrieval that his manager would in this specific case credit my account $15 for the notary fees, but only given the fact that my complaint against the $75 charge was valid.
On October 10, after I had submitted the notarized form and the complaint was investigated, I was told that the reason for the data usage was that the Twitter program on my phone was unknowingly constantly updating without my knowledge. I was also told that the Twitter App continued to cost me an additional $45 between September 14 and the date of the data block, September 24. Sprint said that would credit me the $45 because I put on the data block and the $45 was not my fault and had already been billed. I then called customer service to inform them of this investigation and ask to have the $75 credited to my account because those charges were effectively the same as the $45 except for the fact that they had already been billed to me. I was denied my request and repeatedly told that the $75 were not the same as for $45 even though when I explained myself step by step, they agreed with every step. I was also denied the $15 credit because when Sprint decided the issue was resolved because the notary (which was paid out of my pocket) would only be paid if the $75 was deemed a faulty charge.
In summary, I am told that the only reason that the $75 was not credited is because it has already been charged, but the $75 bill was the only reason that I became aware of the problem with my data and phone settings. Sprint recognized this as a problem and credited me $45, but they should credit me the entire sum that was billed due to the issue.
In order to resolve this matter, I would like to be credited the $75 I was billed for on September 18th and I would also like to be credited the $15 for the time and money spent on a notary.
Dear Customer Service Representative,
I want to inform you of my dissatisfaction with your service. I have been a customer since [date].
Briefly, the problem is: for my Sprint bill on September 18th, 2012, which covers the billing period of August 15th – September 14th, I was charged $75 for 3600 KB Sprint 3G Data @ $.03/KB. I called to dispute the charges because I did not knowingly use any data.
When I called to dispute the data charges, I received an email from a Data Retrieval Representative telling me that Sprint could not legally retrieve data on my usage without the account holder [snip] signing a notarized form authorizing the data retrieval. I replied to the email complaining that, while I understood the legal reason for the requirement, the demand that I spend my own time and money in order to get a notary so that I could even argue against the $75 chargers were unjustified. Representative Mary G also suggested that I put a data block on the phone just in case I was still incurring data. I immediately asked her to do so.
After exchanging several emails and being forwarded to several representatives over the phone, I was told by Fred (866.562.4583*2807) from Sprint Data Retrieval that his manager would in this specific case credit my account $15 for the notary fees, but only given the fact that my complaint against the $75 charge was valid.
On October 10, after I had submitted the notarized form and the complaint was investigated, I was told that the reason for the data usage was that the Twitter program on my phone was unknowingly constantly updating without my knowledge. I was also told that the Twitter App continued to cost me an additional $45 between September 14 and the date of the data block, September 24. Sprint said that would credit me the $45 because I put on the data block and the $45 was not my fault and had already been billed. I then called customer service to inform them of this investigation and ask to have the $75 credited to my account because those charges were effectively the same as the $45 except for the fact that they had already been billed to me. I was denied my request and repeatedly told that the $75 were not the same as for $45 even though when I explained myself step by step, they agreed with every step. I was also denied the $15 credit because when Sprint decided the issue was resolved because the notary (which was paid out of my pocket) would only be paid if the $75 was deemed a faulty charge.
In summary, I am told that the only reason that the $75 was not credited is because it has already been charged, but the $75 bill was the only reason that I became aware of the problem with my data and phone settings. Sprint recognized this as a problem and credited me $45, but they should credit me the entire sum that was billed due to the issue.
In order to resolve this matter, I would like to be credited the $75 I was billed for on September 18th and I would also like to be credited the $15 for the time and money spent on a notary.
Comments:
Posted by Vinnie11 on 2012-10-14:
I think you ask a bit much! Apps like Twitter and Facebook continuously update. That is how you receive notifications when you have activity there. You apparently did not know this but it I cannot see how this would be Sprint's fault. There was data used and there is a cost associated with that. It is kind of them to issue a credit to you in any amount. If I were you, I would take it and run.
You may consider asking them to charge you the cost of the data pack for the months associated. I think it is $20/month which would cost you $40 (instead of $75).
I think it is unreasonable to expect them to wipe off the entire incident at no cost.
You may consider asking them to charge you the cost of the data pack for the months associated. I think it is $20/month which would cost you $40 (instead of $75).
I think it is unreasonable to expect them to wipe off the entire incident at no cost.
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