Sprint - Nextel / billing
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 <firstname.lastname@example.org>
[Add to Address Book]
To:Scott Chu <email@example.com>
Subject:Sprint has received your email (KMM57147707I15977L0KM)
Date:Wednesday, December 24, 2008 2:40:24 PM
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.
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