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Sprint - Nextel / billing

1 Glen Ellyn, IL, United States Review updated:

Sprint PCS Case#: C2120394. BBB case# 99231891.

On August 31st, 2008 Sprint customer rep offered me a $150 creadit towards my account plus $150/phone (I have 3 phones) towards each new phones if I renewal a 2 year contract with them. I explained to the customer rep that all three of my phones are working fine and don't need any new phones. He then offerred me to use the $150/phone credit -- this amounts to $450 (3*$150) to use towards my Sprint PCS account for renewing the contract. I agreed to renew for a 2-year plan based on the conditions stated above that day.

In mid Dec, 2008 my cell servicew was cut off, and I called sprint and found out it was due to non-payment. Non-payment?? I told the rep. I had $600 in credir, and as it turned out that I only received $150 creadit to my account not the remaining $450 as was promised by the Sprint PCS rep back in August. The Sprint PCS customer personnel who answered the phone could not make decision and promised to escalated to the next level and have someone call me back within a week. Meanwhile the customer rep. tunred the cell service back on while this is being investigated. As the week went by and NO ONE from Sprint PCS called back.

On Dec. 22nd, my cell phone service was cut off again. I made another call to Sprint's customer service that day. After repeated explaining my story 3 times to 3 different Sprint customer reps, no one seemed able to resolve this issue nor can tell me waht's going on with my case. Due to Sprint can NOT fulfill its promised remaining $450 creadit towards my account, I asked the 3rd customer rep. to cancel my service and told her I'll pay back the already credited $150 from Sprint plus any outstanding charges. By this time, April, the Sprint cancellation customer rep (employee ID AN252117) informed me a $200 early cancellation fee on top of the $150 credit will charged to my account. I explained to her the reason I renewed for a new 2-yr contract was based on the $600 ($150+3*150) credit Sprint was offering to me back in August 2008. Since Sprint was not going to fulfilled its promise, I'll only pay back the $150 creadit plus any outstanding balance, but NOT the early cancellation fee. April insisted to transfer me to the cancellation escalation team, and told me to talk with Joe. Joe did not answer his phone, and I left my name and phone number and asked him to call me ASAP.

Today is Dec. 24th, 2 days later and 2 subsequent follow up calls to Sprint within the past two days, still no calls from Sprint. Made another call to Sprint to ask to talk to the cancellation team, the rep told me someone from that team will call in the next few minutes. That was nine hrs hours ago, NO ONE called... Phone service is still cut off...

Not hearing back from Sprint on the phone, I am desperate to get this issue resolved, I sent Sprint an email stating my issue, the automated response back is we will get back to you within 24 hrs (see below)... Just like they told me on 3 occassions they will get back to me in one week, 24hrs, a few minutes...

I have been with Sprint PCS from day one (many years ago). I am very disappointed with their false promises and its customer services. Everytime I called, it seemed each of the customer service personnel always trandferred me to some other departments... No one answered wanted to resolve any issue, or take the cancellation of my service...
They promise to call you back and NEVER call back...

=======================================================

From:Sprint Customer Solutions <ecare2@cc.sprintpcs.com>
[Add to Address Book]

To:Scott Chu <chus123456@comcast.net>
Subject:Sprint has received your email (KMM57147707I15977L0KM)
Date:Wednesday, December 24, 2008 2:40:24 PM
[View Source]
THIS IS AN AUTO-ACKNOWLEDGEMENT - PLEASE DO NOT RESPOND TO THIS EMAIL.

Thank you for contacting Sprint Online. Customer E-Care has received
your email and will respond to your request within 24 hours

The email ID for this interaction is (Re: Care #[protected] (Billing
/ Payment - Billing Inquiry/Invoice Charges) (KMM57147265I15977L0KM)),
and will be located in the subject line of our response back to you.

Thank you for contacting Sprint.

Sc
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Comments

  • Nu
      1st of Dec, 2011
    0 Votes
    Sprint - Nextel - Sprint lied about contract
    Sprint-Nextel
    United States

    Sprint told me that my wireless connection devise needed to be upgraded and sent me a new devise. I asked them if my contract (already over 2 years old) would remain the same and they answered me in writing that it would. I then got a bill saying the "Sprint had changed my service plan" and was billed for an overage of more than $300.00. I was informed that the plan I had was no longer being offered. Since my plan was extended with the new devise, and I had made it very clear (in writing) that I would not accept a different plan, I don't feel that I should be held to the contract. I have been trying to get this straight but they only want to talk to me on the phone. I will not talk on the phone, I want an answer in writing. Either keep my old plan or cancel the plan at no charge. I have written them several letters and sent copies of the letters from them. Still no answer. They e-mailed me that their answer to me via e-mail had a mistake in the address and was returned.

  • Fr
      5th of Dec, 2011
    0 Votes

    I entered into a verbal contract (renewal) with Sprint in Oct 2009. All our five phones were off-contract. The new terms to keep us as Sprint customers was to add free texting to our account. No problem.
    Two years later they removed the free texting and won't restore it. Nowhere in the Oct 2009 call was it mentioned that the free texting would ever expire. Today when I related this all to the Sprint rep name Daniel, I asked him not to make me pull out the recording from Oct 2009 where the Sprint rep agreed to the free texting. Daniel then asked me if I was recording today's call. I said yes, if Spring can record the calls, so can I, he said no, silence and Daniel HUNG-UP.
    Time to teminate Sprint.

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