Sprint Informative - Two phone numbers changed without authorization
KENT, WASHINGTON -- I am a customer of Sprint on a business account (which has about 12 lines between Nextel and Sprint) as well as a personal line. Here is my experience thus far with Sprint:
Nov 22, 2006 - I ported my phone number from Nextel to Sprint – Great, up and running in no time. Also, I activated a phone for my husband. Again, quick and easy.
Nov 23 – I ported a phone number from Nextel to Sprint for my owner at work. Instead of activating his number on a new phone, they cancelled my phone number and put his number on my new phone. After 15 minutes of trying to get customer service to understand what happened, they switched his phone # of to the correct phone. Great!
Now for my phone, they took the number (which we’ve had for 7 years) away in five minutes and they tell me they have to reserve the phone # and it will be available in 72 hours. I’m furious at this point. My cell phone # is the emergency line for work and my only contact # as I do not use a home line. So I start re-recording all voicemail messages to reflect my “new” number. 72 hours later I call and magically it’s not available due to the holiday (go figure). At this time I had a 253 temp # and now they are telling me they have to switch the # again to match my original prefix (206). Ok, so the re-recording process and calling everyone again starts over! At this point I am fuming mad at wasting my time to do this process, when I didn’t want anything changed in the first place. So finally I get my number back ONE WEEK LATER!!!! Again, re-recording and calling people to update my info AGAIN. I was promised 4 times that someone would call me to update me and I received one call and that was due to the fact that it was one week later and I promised to call and call until I got my number back My compensation for re-recording my voicemail, having to call key people who need to get a hold of me and the 5.5 hours spent on the phone with customer care: $249, they will take care of one bill.
Jan 2, 2007 – I received a call from Sprint in regard to my bill (which was due according to my bill that day). I tell them I send in that payment and they tell me I have another one due in two weeks. That makes no sense but whatever. Send me a copy so I can read it and take care of it. They also inform me that there is a note on the account that they are going to have to change my area code because my address doesn’t allow for my current area code. Ok, I’m a reasonable person, but give me a break! I tell them I just got the phone 6 weeks ago with the same address, haven’t moved, and they issued the phone number and I’m not going to change it. She says that’s fine, they’ll leave it. (Awesome start to my day.) I get to work and find out the phone doesn’t work. On the phone with Sprint again, I explain the situation and they tell me the phone number has been changed to match my new address in Seattle. Ok, I live in Kent, did not want my phone number changed and have never lived in Seattle. So, again they can put a reservation on the number, which they took away for no reason and I can get it in 72 hours. Sound familiar? So, I humor them and wait a week, I know they are slow so I’ll deal with it.
Jan 9th- Call Sprint to find out there was no reservation ever placed on the phone and with the current staff working, they can’t help me….. Needless to say I’m not a happy camper at this point… So after waiting on hold for 20 minutes with a customer service rep., who sounds like he’s eating and not doing anything, he tells me so that I don’t “drop dead” on hold, he’ll transfer me to a supervisor but I’ll be told the same thing in a different voice. Fabulous, I’m excited for this one! So, the supervisor tells me the same thing, but this time I get the corporate number. Ok, so they’ll be able to help…. WRONG!!!
Jan 10th – I call corporate, their complaint dept. is good old customer service. Ok, so we try again. I get the number reserved this time but in order to reinstate the number I have to provide a new address??? Ok, NO! I was issued this phone number with this address and that’s how I want to leave it. Two hours later after being transferred 6 times to the wrong department and asking to speak to a supervisor I get no where. First the employee who could find a supervisor wouldn’t transfer me because they can’t do anything but they would call me later, sure I’ve heard that before. I also tell her they do not have a good contact number for me as this is my husband’s phone but again she’ll call me on it later. Thanks, I still want to talk to the supervisor thank you! Ok, the supervisor really can’t do anything for me. I just want to know why they are telling me that I need a new address and all he can tell me is that they will call me later. During this conversation I tell him 7 times (no joking) that he can not reach me on that phone #. He finally gets my cell # from me. He also gives my 1-800 # to call at corporate. Surprise, surprise I get sent back to customer service. I think it’s funny that last week they said 72 hours for the phone # and now they are telling me that I can get it today. So I’m Impatient and called again…magically the number is available. Wow, I didn’t receive a call. Imagine that. So I had to explain again what happened and again an apology, at this point apologies really don’t mean anything. Now, I need to get the phone to program. I tell them the phone is not with me and I need to wait until my husband gets back before I can program it. She asks if there’s any other way to get a hold of him because she already reset it. Now I can’t get a hold of him, he can’t call out. So much for being able to leave work because he’s waiting for me to call and tell him when I’m ready! Again, my schedule is completely re-arranged because of Sprint! Compensation for Round #2 $111.
NEEDLESS TO SAY: DO NOT SIGN UP WITH SPRINT! THIS ALL HAPPENED IN THE FIRST TWO MONTHS OF MY SERVICE WITH TWO DIFFERENT PHONES!!!