Sprint Complaint - Bad Service, Rude Agents, Double Billed
I have service since 1999. I had 4 lines with Sprint, with the last addition of a line added in October 2009. The first bill I received for that line was double billed, over charged, and billed in advance. I spent over 2 hours on the phone with a representative that could not decipher the bill either. I have had automatic payment of the bill set up with my credit card. My bill for that month was 762.00, jumping from 165.00 the previous month with only the addition of 1 new line, 1 replacement phone which I was eligible for and 1 new phone with the new phone line.
The area I live has limited service- Sprint set my phone to "Roaming" to resolve issue. I renewed my contract and purchased a new phone. The new Blackberry which is proprietary and not able to be used on other networks- Sprint had had the roaming featurre removed from the software. My service was terrible and since I had 30 days to return the phone if I was not happy, when I complained and after several hours with tech support- Sprint sent me their new AIRRAVE device to connect to my hi speed internet that was supposed to remedy the connection issues. And they agreed to extend my "if you are not satisfied within 30 days limit" It did not work and the calls were still dropping, and I had very little signal.
In the meantime, I received a letter that my main number was being cancelled permanently due to excessive roaming. I was not charged extra for roaming. I immediately called because my mobile number is my main business number and has been since 1999, it is printed on all business stationary, business cards, etc.
The representative told me that there was nothing they could do, that the number was already scheduled to be discontinued and that I could get a new number. I explained that this was my business number that they suggested that I take my business elsewhere for the number. But that I could keep the other 3 lines with them. I asked when and why this decision was made. They said they had been auditing my roaming for the last 12 months. I asked if that were the case, and if they had already determined they were going to cancel my main number, then why did they allow me to purchase a new blackberry phone and renew my contract. After speaking to several agents, I was told not to call back - that I was wasting their time. I was also told NOT to go to the retail outlet because they were going to make a notation on my account that I WOULD NOT be able to get my money back because the 30 days had expired. I asked what I was supposed to do with the Blackberry phones I had just purchased from them that did not work with their service and could not be used with any other provider- I was told by the Sprint agent that I would need to use my creativity to sell the phones on the black market to recover my investment.
I have also filed a complaint with the FCC and am in the process of contesting the billing.