Sprint Informative - Punitive cancellation charges
I have read enough reviews to know my experience is not unique. After being a faithful customer for 9 years I cancel the account and find out I somehow 'extended' a contact period. This results in $300 of cancellation fees - which are complete BS.
Here's my e-mail I am trying to send - their web site won't accept any e-mails (bug). How convenient for them.
Sprint – Billing
My name is [name removed] – the account phone number is (xxx) xxx-xxxx
I am writing about my account with Sprint. I have held a family plan with Sprint since the late 90’s. Several times I have added or deleted phones – occasionally signing on to a new plan.
In the last week of August, 2007 I transferred two lines to a new service provider and called to cancel the last remaining phone. At that time I spoke with your employee # 8711740. Initially she told me there would be a $300 charge for the two phones transferred and another $150 for the phone I was discontinuing with that call. I disagreed with her and explained that all three phones were beyond their contract period. There should be no cancellation fees. She confirmed this on her screen and told me that the final bill would be $49.81, which I paid promptly.
I was surprised to receive a follow up bill listing $300 of cancellation fees and an additional $48.69 for “services”.
I have since called at least 5 times, each time working my way through your phone system to the point of being transferred to a supervisor. In these calls I am told several things – the first is that I somehow ‘extended’ my contracts in May of 2006. I am told that the “proof” of this is that my bill changed at that time. The logic then being that the $300 is owed because of the ‘extended’ contract date.
I have several points.
1) I never signed an agreement to extend the contract – I am told you can produce a recording of me doing this. Please do. While you are at it – produce a recording of my August phone call, where the operator dropped the charges.
2) I acted on information your employee provided me, when she told me the charges were removed from my bill and the final amount was $48.69. Had I been told the $300 in charges were not gong to be dropped I would have pursued that before canceling the contract.
3) I have been a steady and good customer for almost ten years, always paying my bills on time and generally pleased with the experience. I only changed carries because family members are traveling abroad and I needed services Sprint does not provide. Why are you treating me so poorly on the way out?
4) I resent the fact that you hold my credit rating in your hands and that I have no timely way to get a fair hearing on this. My frustration with trying to work with your “service department” cannot be over stated.
I will wait for your response before I do anything else.