Sprint PCS Complaint - "Third Party" charges/Customer Service
In May 2006, my daughter, who was stationed in Norfolk, Virginia, was having problems with her Sprint cellphone (she had been with Sprint for 8 years) and took it to the local Sprint store. They advised her that her phone couldn't be repaired and they would "give" her a new phone, which would be shipped to her. She told them she was being re-located to Japan and didn't need another phone. The next week she came home for a few days before leaving for deployment to Japan. While she was at home, the new Sprint phone arrived. She called Sprint and told them the story...she didn't want another phone...she was leaving for Japan in a few days. The next day, she had a huge going-away party (300+ people) and the phone disappeared. We didn't worry or contact Sprint because they had said they would inactivate the phone. In June (after she had left for Japan), I received her Sprint bill. $90.89, which was for the new phone. She had (she thought) already inactivated her old phone. I called Sprint and the first thing they wanted was a power of attorney, giving me authority to handle her affairs while she was deployed. I faxed the POA to them...no problem, until July. The bill was now $156.00 and included 135 "Crystal Ball" charges at .50 each. Again, I called Sprint. Again, they asked for the POA. I informed them that I had already faxed it to "Dennis"...of course, they didn't know Dennis. After faxing the POA again, I called to tell them again that the phone was stolen, and what is "Crystal Ball" anyway??? They went into a spill about "third-party charges" and there was nothing they could do, that I would have to call a certain number FROM THE PHONE to get it stopped. DDDDDDDDDDUUUUUUUHHH!!! THE PHONE WAS STOLEN!!!
Another bill arrived in August...more "Crystal Ball" charges and I called again, explaining to them that the phone was stolen...blah, blah, blah. She said "Yes, I see where you reported it stolen in July. I will issue a credit of $67.50 for the crystal ball charges and $22.00 military discount." Which was never done.
I ignored September's bill.
By October, the charges were up to $323.00. I took the bills (including my notes, who I talked to, dates, jist of the conversation, etc.) AND MY POWER OF ATTORNEY to a Sprint store. The assistant manager was very nice and offered to call Customer Service herself. She talked to a complete JERK on the phone for 30 minutes...the conversation steadily going downhill. She asked to talk to his supervisor, to which he informed her SHE COULDN'T TALK TO HIS SUPERVISOR. This was a Sprint employee, now.
Now here it is February 2007 and I received her bill for $626.27, which includes $150.00 termination fee on BOTH phones. I called AGAIN and told them AGAIN the whole story. Also reminded them SHE DIDN'T WANT THE PHONE IN THE FIRST PLACE AND SHE'S BEEN IN JAPAN SINCE MAY AND SHE'S NOT GOING TO PAY THIS BILL! Guess what they asked for?? You got it...the power of attorney. Now I'm on this website looking for an address to send copies of all of these notes and bills...and of course, my power of attorney. Does anyone have an address to send a complaint...to someone who can actually do something about this?