Charged for Fees When Sprint's Fault
Phone Service - Complaint
YUMA, ARIZONA -- On May 4, 2013 we went into our local Sprint store to see if they could offer us a package deal lower than what we currently were spending with another carrier and if there would be coverage out where we live (40 miles east). The sales representative assured us that there was coverage and they were able to offer us a better package at a better rate. We decided to go with Sprint, unfortunately there turned out not to be any service (or very sporadic service) in our area. My husband has a job where he is on call quite a bit and it was perative that we have phone service. Anyway, we contacted the Sprint store and told them what was going on with the service and they apologized for being incorrect about having service where we live.
On May 10th, we returned our phones, all accessories and were told we would only be responsible for the week of service that we had the phones. On signing up with Sprint, I asked that all bills be sent to our PO Box. On June 15, 2013, I was looking at my emails from home and saw an email from Sprint that we had a bill of $263.22 and it was overdue, they were threatening to turn over to a collection agency if not paid within the next 7 days (the due date was June 13, 2013). Prior to this email, I had never received any notice, via email or through the mail. I immediately contacted Sprint and after explaining to several people my situation, I was turned over to an accounts person (Aubrey). I of course asked what the $263.22 was for, since we only had service for one week. She explained that it was for service from May 5 through sometime in June and that also there were charges for activation fees.
I explained to her we had service for one week and understand paying for the weeks service, but I did not feel that we should be held accountable for the activation fees, since we could not remain with them as a carrier due to their false information regarding service where we live. Aubrey said she would make adjustments to our bill and call me back within the hour with amount due. I waited a few hours, called again and talked to a different person (they could not transfer me to Aubrey, since they said they have 5 different account stores, they did not know how to reach Aubrey) so I explained my situation to another person. This person went into our account and did not see that Aubrey had left any notes or even tried to adjust our account)
The lady told me to call back toward the end of the day to see if adjustments had been made. I said ok, and called back around 4pm. I had to explain my situation again, only to get turned over to an "assistant manager" who said that nothing had been done to the adjustments. He then put me on hold, came back and told me we would be charged for the week and also for the activation fees. I argued that we should not be charged the fees ($35.00 x 2) because it was their fault we could not keep their services. He said there was nothing he could do about the activation charges, I was not happy, he then turned me over to the "manager" who basically said the same thing. Anyway, the manager finally gave us the final bill that was due (which included the activation fees). I paid the bill and said I was going to write this letter to the Attorney General, to see if something could be done.
I feel that these mobile carriers take advantage of consumers. So by the time this was all said and done, we were charged activation fees with Sprint and then activation fees for the carrier we ended up with. I think this is a misjustice and would like something to be done. Thank you for your attention to this matter. Carol Rinehart