Sprint Complaint - Billing - Customer
On June 24 or 25, 2007, I called the Sprint customer service line to inquire about changing the phone number on my secone phone. My son, who had been using the second phone was moving out and was going to be going on my T-Mobile account with his brother. We called Sprint and told them that he was going to T-Mobile and that he wanted to know if he could take the number he had with Sprint and put it on the T-Mobile account - specifically if there would be any additional charges or an extension of the contract which we did not want. The money was the big item and that was going to determine whether or not we added him to the T-Mobile account. We told Sprint this and told them we just wanted to change the number on that phone so that he could keep his number and would not have to change checks, letter head, etc. We were told that there would not be a charge and that there would be no additional fees or contract extension. After the call we discussed it and decided that due to past experience with Sprint, we needed to make a second call and make sure that we received the same information from "2" different reps before proceeding. We placed the second call and again received the same information. No fees, no extensions. Later that afternoon, Sprint turned off service on our second phone. Another call to Sprint and the "customer no service" rep told us that they didn't know what happened and that they would take care of it. After a couple of calls trying to find out what was going on, we spoke to a supervisor who told us that she could see that we were given the WRONG information TWICE, but she was now giving us the CORRECT information and that we were going to have to pay an activation fee etc. etc. Had we been given the CORRECT information from the beginning, I never would have done this. My contract ends in 2 months, and it would be really stupid to pay a $150 termination fee when the monthly fee is only $60. Had we let the contract run out and not even used the phone it owuld have been cheaper than terminating the contract! We explained to the supervisor that we don't work for Spring, don't know the rules and regulattions, and that we relied on them to give us the correct information so that we can make decisions based on that information. She was EXTREMELY RUDE, and hung up on us!! Another call to Spring and we were directed to customer "retention". This person, after telling her what had happened, told us that she would take care of it, take the charges off of the bill, and that they wouldn't show up on our next bill. She also asked me to stay on the line while she was doing whatever she needed to do, and then said that she had put a flag on the account saying that we were not to be charged any extra fees. A week and a half later I received my bill and we were charged for a termination fee and an activation fee. I DIDN'T EVEN GET A NEW PHONE OUT OF THIS DEAL!!!!
I made a phone call after receiving my bill, once again to customer "NO SERVICE", and was told I needed to call back next week because she wasn't able to see my bill online yet. I called back last night (07/06/07) and after being on hold for at least 15 minutes, talked with another rep. I explained the situation to her and she was trying to look at my account when the call DROPPED! This too, is very common for Sprint. I called back and talked to another rep, was then put on hold and was on hold for at least 45 minutes. I finally gave up and hung up.
The next morning, 07/07/07, I call and talk to another rep, went through the entire story with her, (this is now about the 4th time I've had to relate the story), and she was going to transfer me to customer account services, but disconnected us in the the transfer. I call back, and tell my story again and asked to be transferred to account services. This lady tells me that because the contract doesn't end until 08/30/07, we were charged a termination fee, AND an activation fee, and later I find out we have a new contract!!!! This is the very FIRST time any mention had EVER been made of our contract dates. She tells me that since we wanted to take our number to another carrier is why we were charged all of these fees.
My question is, IF WE KNEW SPRINT'S RULES AND REGULATIONS REGARDING TAKING A NUMBER WITH YOU TO ANOTHER CARREIER, DO THEY THINK WE WOULD BE SO STUPID AS TO TELL THEM WHAT WE WANTED TO DO?
I GUESS IF WE HAVE NOT BEEN HONEST WITH THEM AND JUST TOLD THEM WE NEEDED A DIFFERENT NUMBER, THERE WOULD HAVE BEEN NO PROBLEM. BUT BECAUSE WE TOLD THEM UPFRONT WHAT WE WANTED TO DO, WE HAVE TO PAY ALL OF THIS ADDITIONAL MONEY? We called to get information on what would happen if we did this and were given incorrect information not only once, but twice. We didn't have anything to hide, we told them EXACTLY what we were wanting to do from the very first phone call.
As I said earlier, I also have an account with T-Mobile. I have NEVER been on hold for more than one minute when calling customer service. They have ALWAYS been courteous, and tried their best to help and make sure we understood exactly what was going on. Dropped calls? Hardly ever! Correct information - so far, ALWAYS. Rude employees - NEVER!
I might also mention that just before we called Spring and inquired about changing the number on the second line, we went into a "SPRINT" store on Wanamaker Rd, in Topeka, KS. We were inquiring about when we could update our present phones. At this store we were told that the number we were later wanting to change, was eligible for an upgrade then (June/07) but the other phone wouldn't be eligible until the end of August. We decided to wait. EVEN THIS GUY DIDN'T GET IT RIGHT AFTER SPEAKING TO SPRING ON THE PHONE THIS MORNING!!! Obviously Sprint's employees are not properly trained and give out information that is no where near accurate. And yet we, the consumers, are expected to pay for their lack of knowledge. I am a single mother, with 2 handicapped children. The extra money that they expect me to pay is out of the question! I couldn't come up with it if my life depended on it. And to make things worse - if you look at my payment history, I have never in two years been late with a payment! This is the way they keep customers? Not here they won't!
THIS IS A HEADS UP TO ALL SPRINT CUSTOMERS - check your monthly bills. Seems when you block text messaging they don't actually block it. Mine is supposed to be blocked, however, every few months, they decide to add a few text messages to my bill. One month they added internet - I'm the only person who can make changes on this account, and I would NEVER wnat a phone with internet. I WANT A PHONE!!! No camera, to video, no music, JUST A DAMNED PHONE,
and the expectation of customer service reps that know what they heck is going on!