Sprint - Unexpected Charge
Cell Phone Data Use - Complaint
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.