I have been a Sprint customer for 10+yrs and have never had a problem until recently. I added 2 lines to my existing account in Dec. of 2008. 2 weeks before Xmas to be exact. Upgraded to everything family messaging. One a gift for my son. Phone was in the box in my dresser drawer not being used. Happened to get online to check my account & noticed that phone # was being charged data charges. Called Sprint explained situation to them basically told me I was lying but eventually removed charges. In May of 2009 I reduced my minutes from 3000 to 1500 shared.
Got my bill for last month & I am being charged $50.00 in data for the 3 phones. I was stunned!!! Went on line to check this upcoming bill & again am being charged for data. Called customer service was told they are showing that I have used Vision data and that they have proof of this. I asked how could this be when I have done nothing different with my phone in regards to sending or receiving pics. have never accessed the internet because I do not have that for my plan.
Basically called me a liar & told me there was nothing he could do, asked to talk to a supervisor. Was put on hold for 25 minutes or longer. Supervisor basically said the same to me. I explained to him that I have been a loyal customer for 10+yrs & if I had made these data charges I would gladly pay for them as I did a few years ago but since I did not I feel that I shouldn't have to pay for them. Said there was nothing he could do for me that I had to go to a Sprint store & have them run a diagnostic test on phones & if it comes back that phones are at fault not us then store has to call them & the will credit my account.
I then said it seems awful strange & fishy to me that as soon as I lowered my minutes so I could lower my payment that all of a sudden I am being charged for data usage to bring it right back up to the same payment amount as I HAD WITH 3000 min. Oh & the data charges for this month has gone up $3.50 overnight while we were sleeping but they have proof that we are using vision data. If this problem doesn't get resolved, as soon as my contract is up I will go with another carrier.
Also buyer beware if the salesman tells you if you go with the everything messaging plan & you can send & receive pic mail don't believe him you can but only certain pics. Can't send them unless you save them into media then send. If you don't you get charged!!! So if you're thinking about going with Sprint DON'T!!!
For some reason sprint was not taking my payment out of my bank account. I did not notice until my service was disconnected for non payment. I called them and the representative said my service could not be restored unless I pay the early termination fee right then, and then a deposit of 50 dollars. She assured me I would get the 200 early termination fee refunded within six weeks. I agreed and my new account was started. Oh yeah, did I mention that I was on the phone for a total of 5 hours with 4 different people because every time I was transferred to a new department, they would hang up on me!
I would call back and have to explain my situation all over again the next Indian that answered. Anyway, 8 weeks came and went with no refund, so I called them and spent another hour on the phone only to be told that I was never told that and it was impossible to return my money and they didn't know why the representative told me that because it was not in the account notes.
I asked if it was on the recording of the calls and they said there was no way for them to access specific conversations with the way there system was set up. I was so frustrated that I emailed the BBB on a Sunday night and by 9 am the next morning a supervisor called and said she reviewed my account and would be sending me a refund within 10 days. I recommend threatening them with the BBB if all else fails. My refund arrived 10 days later.
Since May of 2014 I have been having the worst service with Sprint. Dropped calls and not receiving text messages. They acknowledged the problem and said one of the towers wasn't working and they will fix it within a week or so. It wasn't fixed. I called back.
They said they will send an Airwave to help with my service when home. A month later, never got it. Called again, they promised the same thing. Never got it. I kept having dropped calls and many more issues, but never received the Airwave. I spent lots of times talking to them, some of their representatives were quite rude, and at times after speaking to them on the phone for over 30 minutes, I would lose signal, and no one would call back. I lost my patience after a few months, and asked them to cancel, and they refuse.
They tell me they "know how I feel", but they refuse to cancel my service without paying a cancellation fee, and having to buy a new phone with a new company, and had been paying $100 a month to Sprint for unreliable services that had actually made me cry a few times and frustrates me on a daily basis??? How is this okay? P.S. I took pictures of all dropped calls, printed off all phone calls to Sprint and the two times I chatted with them. I think I will contact an attorney.
I have had my phone with Sprint for almost 2 years. There was supposed to be a program to help keep people with Sprint since people are leaving Sprint, so the guy I spoke with told me he was going to set me up a payment arrangement and he really did sound like he worked there because he knew everything. I didn't give him any info that would allow him authority to change my account.
I thought my bill was due and so since at the time I didn't have a ride to pay. When I woke up one day it wasn't working. I called Sprint and found out that this man had called them pretending to be my husband and got a phone sent to him in a whole different state than me and changed all my info.
I believe he actually had my service switched for that 1/2 of a day because I can't check my voicemail and yet Sprint still haven't fixed this because I changed all my passwords and pins and that same damn day another phone was sent so I call Sprint and changed it all yet again and guess what? Hmm dumb people allowed another phone to be sent and I called them again and ask how the hell they allow a phone to be sent to the same damn person/address and they say it takes 7 days to investigate but that doesn't excuse them allowing this guy total access to my account.
They failed to protect my identity and I am looking for a lawyer because I believe I should be able to sue them for this.
I switched my cell phone numbers from Sprint over 8 months ago. The next month I received yet another bill stating that one of the numbers did not switch over and it was accompanied by a bill. I paid that bill and sent in a letter requesting that number get turned off and my account be closed. Two months later I received yet another bill and I informed Sprint that I was not going to pay on it. I sent in a letter explaining the situation and then I received a letter back indicating that Sprint was sorry for the confusion. Next month later I received another bill. So thus far, I have paid on a phone number that is not being used at all 4 times. Now I am getting letters from collection agencies. Now this is nothing but wrong.
SEATTLE, WASHINGTON -- Here is a note I recently sent to Sprint PCS regarding a phone change during our renewal period: We upgraded a phone today regularly priced at 329.99. The instant rebate was $180. There is a $50 Mail in rebate. I inquired as to where the $150 renewal allowance was, and was informed it was part of the $180 "instant credit" that almost ANYONE can get. The $150 "Renewal Allowance" is not an "Instant Credit". If it were, you'd call it the same thing. OR, you'd be attempting to deceive your customers with these kind of "gray" marketing tactics.
We are out of pocket $99 for a phone that "should" have been free with our "Renewal Allowance", based on YOUR marketing language. I won't be renewing with Sprint in the future and will be inquiring as to how we get out of our current contract. I'll also be reporting this to the BBB and the FCC. I'll also post on my Blog." I'm not certain there is anything that can be done, however, I'm tired of being sucked in to these deceptive ads, and I'm tired of my FAMILY being sucked in, as well.
ILLINOIS -- My fiance had Sprint service for two years. When we moved to another state, he contacted Sprint. We wanted to be sure that we could add free roaming to the account since we would not yet be changing the number. When he spoke to the CSR he explained that he needed to add free roaming to the account and he was told this was a 10$ charge. She agreed that YES this could be done and YES it was only a ten dollar charge. She said she charged the account and it was "all taken care of". You can imagine our surprise when we see an enormous bill the next month on our bank statement. (He had automatic withdrawal).
He contacted Sprint. He asked for his bill to be reimbursed since he was told that we would have free roaming. The CSR told us that there were no notes on the account that he even made the call. She said that not only is free roaming not 10$ but it is also not even an option! Why would the first CSR tell us that it was a 10 option and it was all taken care of? So the CSR told us that we would need to speak to a manager. But the manager was busy and she did not know how long we would be put on hold. So she explained that the Manager would call us back. Two days later.. no call.
He called Sprint again. And again had to explain the situation to another CSR, because there were no notes on the account of the first call. She kept putting him on hold and asking a manager what to do then she would come back and try to sell us a package that included lower roaming charges. After 40 minutes of going back and forth that we do not want another plan, we just was our money reimbursed she put us through to an assistant manager. The asst mgr told us that he could reimburse the money but that we would need to sign up for another 2 year contract. We told him that we did not want to sign up for another two year contract.
We wanted our money back for the charges and the account closed. He was very impatient and rude. He told us that he would reimburse it still, but he would need to call us back. We asked for his name but apparently, he can't give us that information. He also said that they do not give case numbers. He said that he would call back in two hours. Two DAYS later.. no call. We called back and again had to deal with explaining our situation. And again the CSR kept trying to sell us another plan. We were transferred several times and each time needed to re-explain our dilemma. Finally, we spoke to someone who said they would reimburse our bill, and close our account.
The next month we realized that our bill was not reimbursed it was simply deducted from the next bill, which included calls that were made from before we became aware of the roaming charges. And there was a .50 cent balance. AGAIN we had to call Sprint and explain the situation. The CSR told us that she would wipe the .50 cent balance and there were no more charges. The next month, we get yet another bill for almost 12.00$. This was the .50 cent balance and taxes and standard charges. We tried to call but since our old cell phone number no longer worked we could not get through to a live operator.
Every time we would call it would ask us to put in our Sprint phone number. We tried to go online but could not even find an email address for customer service. We finally got through after being transferred 5 times. After we explained our story to friends and family, it seemed everyone had a BAD sprint CSR story. I can't believe that a company this renown could handle Customer Service so poorly. We have wiped our hands free of Sprint and will never use their services again. I know now that it is worth the extra money to pay for excellent customer service.
SONOMA, CALIFORNIA -- I have been in Sonoma since 1988, and have used Sprint since 1992. The service now is slow, unreliable and intermittent for both Broadband and cellphone usage. Sprint has basically oversold the product and totally lacks capacity to handle the volume, and therefore the product is useless!
COLORADO SPRINGS, COLORADO -- So I stopped receiving signal on my trusty sprint phone (more or less because it is an outdated piece of junk). So I remembered last time I was in Radio Shack they stated I would be eligible for my upgrade for a new phone in July. So the phone stops working toward the end of April and I'm left paying a bill for service I cannot receive. So I go into the sprint store thinking that I can get set up with a new phone. Wrong. They charge 250.00 for the brand new phone I want and I'm only eligible for 75 dollars off. But in 2 or so months id be eligible for 150 dollars off.
I wanted them to waive the two month waiting period considering customer service and common sense would lead me to believe it wouldn't be a big deal. WRONG!! Their rep at the store (she was nice enough and very helpful) informed me she had her hands tied. So I have to call this customer service phone # from the crappy sprint phone attached to the counter by an annoying retractable cord. The first guy I spoke to was very slow at speech and acted like he was able to help me. He then said I was already eligible for the promotion and acted shocked that the store representative told me differently.
He proceeded to ask me the mailing address so he could send me my new phone. I declined being that they already had the phone I wanted at the sprint store. I asked the sales rep if he worked off of commission (being a sales person simply out of respect I would let him mail me the phone if he got a credit). He answered no simply (lie!) and when I then asked "can I get the sprint store rep so you can convey I'm already eligible for the $150 upgrade offer rather than the $75 offer?", he answered "Yes, I can do that for you," in a shaky tone.
I went to go find the Sprint store rep who had disappeared into the back. I then had to wait several minutes for one of the other reps to page and id have to wait for her to come back. While waiting I went back to the phone only to discover he had hung up. I was pretty much livid at this point. So I dialed again and the girl I reached basically said that she was unable to waive the 2 month waiting period but she would see what she could do to get me into a new phone. I immediately tired of having to tell my story over and over again politely made it clear I was going to cancel my service and get a better deal through a different phone company.
Rather than telling me I was a valued customer she immediately got an attitude with me and said "sir I was going to see what I could do you but... YEAH Id be more than happy to transfer you to cancellations". I stopped her not wanting to have to go through this whole painful story again and said "You didn't give me that impression" To which she replied "I was going to help you but you want to disconnect".
I then wanting to get it done and over with told her to mail me the phone. "I need to charge your credit card $200.84 for the price of the phone and I will credit $75 back to your account". I simply accepted the charges and disconnected the call. It's been a day and I saw the charge for the phone online, however I have yet to see the $100 that was to be credited. Shame on you sprint for not enforcing policies that prevent me from being crapped on by their overworked and probably underpaid employees.
TEXAS -- For several years, I have had a sprint cell phone. Though half my calls end up disconnecting on me due to 'signal failed', I kept the service because Sprint customer service reps kept promising me that a new antenna was 'imminent' in my area.. been waiting two years for that 'imminent antenna'. Anyway, 3 months ago my son learned he needed to move from Dallas to Lubbock, so I added a phone for him to my account. The plan was for $60 a month.. Seemed straight forward.. cut and dried.. Would just cost me an extra 60 bucks a month.. Then the nightmare began.. The first bill came. It was over $700!!!
They said all kinds of charges were tacked on.. none of them related to 'exceeding the number of minutes allowed'.. but a lot of it having to do with a slew of calls to and from California. We don't even know anyone in California!! My son used to sale cell phones. Fortunately he went through numerous customer service reps, spent literally 10 to 15 hours tracking through hundreds of charges line by line and finally got the bill down to a more reasonable rate.. still way more than we'd agreed to on the $60 plan but he was just worn down.
Sprint promised that they'd take care of the billing problems and the next bill would reflect the $60 a month plan that we'd signed up for.. Wrong. The next bill was nearly $1,000!!! Again, numerous calls to California and places we knew no one. It was bizarre.. Plus, on the $60 a month plan.. why were they charging me for a lot of this stuff anyway? Again, dozens of hours were spent tracking through the mess line by line and promises were made to fix the billing. My son thinks his phone information has been cloned (form of ID theft) and this is contributing to the problem. Sprint says this never happens. My son says sure it does all the time.
Then, the latest bill came out. You guessed it.. over a $1,000 this time. So, once again my son has started to fight with customer service reps. We've had it. We're ready to just kill the service to both phones now.. But they want to charge a $250 disconnect fee to terminate each phone. Plus, they don't want to talk to my son anymore because he 'raised his voice at them' and lest I forget.. They say we owe them the +$1,000. So much for my $60 a month plan. In every instance, we've encountered customer service reps who claimed their hands were tied. The bill was correct. We owed the money even though our plan was for $60 a month.
Then got passed to the next rep to hear it again or get a few dollars shaved off and then passed to the next rep. I don't want to take the ding on my credit, but am at a point where their indifference and unwillingness to honor my $60 a month agreement.. is wearing me down. Their service is and has been crappy to begin with. I suspect these weird bills have something to do with my son's original phone activation occurring in Dallas Texas and his residency now being in Lubbuck.. every call he makes is perceived to be 'out of region'.. or visiting rather than home. All I know is this.. If I can save one family from this hell, my work here is done.