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Sprint PCS Complaint - "Third Party" charges/Customer Service - Sprint
Complaint
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?
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?
Comments:
Posted by tnchuck100 on 2007-02-13:
What a nightmare! Ignorance is rampant in cell phone companies. Here is the address:
Sprint Nextel
2001 Edmund Halley Drive
Reston, VA 20191
Send everything Certified mail/Return receipt requested.
And, just in case they MIGHT just ask .... don't forget the power of attorney... maybe a copy for every idiot they have?
Sprint Nextel
2001 Edmund Halley Drive
Reston, VA 20191
Send everything Certified mail/Return receipt requested.
And, just in case they MIGHT just ask .... don't forget the power of attorney... maybe a copy for every idiot they have?
Posted by CrazyRedHead on 2007-02-13:
Although I used to work for a cellular provider, it used to annoy and irritate me to no end when other reps, in other depts, would drop the ball or not notate the account properly, it would make me look like the bad guy when something wasn't notated or properly processed.
Posted by lobo65 on 2007-02-13:
I'm ex military too, and I would suggest you contact the Judge Advocate General at the base where she is stationed. I guarantee you the company won't want to mess with them.
Posted by yoke on 2007-02-13:
Actually her daughter should contact the Judge Advocate General in Japan. My husband is retired Navy and I agree lobo, Sprint won't be to happy to hear from them.
Posted by lobo65 on 2007-02-13:
Yeah, I meant the JAG in Japan.
Posted by rhondam718732 on 2007-02-14:
A friend or family member stole the phone from your daughter at her going away party? That would concern me more tha the original bill. With friends like that...
Posted by Sarasmama on 2007-02-14:
Yes. As I said, there were 300 people there, not necessarily her friends and family. There were quite a few we hardly knew, but it was a festive occasion and we didn't turn anyone away. My point was the phone went missing and that only exacerbated the problem.
Posted by Sarasmama on 2007-02-15:
Thank you so much, tnchuck100, for the address. Maybe if I write them, send them copies of my notes and the bills, AND MY POA, AND contact the Judge Advocate General in Japan...maybe I can get this straightened out...thanks, guys!
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