The complaint has been investigated and
resolved to the customer's satisfactionResolved Sprint — outrageous, excessive fees
resolved to the customer's satisfaction
My letter to Sprint for being overcharged for internet data usage.
To Whom it May Concern:
I have been a loyal customer to Sprint for over 10 years. I have six lines and work with a business partner who also has six Sprint lines. I pay Sprint thousands of dollars each year. Never have I been so outraged as to when I started being charged overages for internet data use. I am livid.
I'm certain the only reason Sprint has changed it's unlimited air card plan to 5GB is to charge excessive fees during this window of opportunity while your competitors gear up to take over this market. As CLEAR rolls out it's infrastructure and plans, Sprint has downgraded it's unlimited internet card plans to collect as much money as possible before CLEAR sweeps this market into its back pocket. It is obvious that these new fees you are collecting is to cushion Sprint from the impending damage that CLEAR will inflict. Not to mention that Comcast is becoming an attractive contender with much lower pricing.
I resent being treated this way as a long-time, loyal customer. After paying $100/month for two data cards, it is unbelievable I am incurring additional charges for simply using the internet. This is ridiculous! I am not downloading songs, watching movies or gaming. I am engaging in typical social and business-related activities.
You and I both know Sprint will go back to unlimited internet use (with major fanfare and promotion) as soon as your customer base realizes new and better options are available. I am elated that consumers have many outlets through blogs and customer review sites to voice their complaints.
I am especially infuriated that I was misinformed by two Sprint representatives. On two separate occasions, I was advised that the only time I would incur overages on my internet data plans is if I "downloaded" over 5GB. Now, I find that this is untrue. Mere surfing also accrues against my limit. My suggestion is to TRAIN your employees well. I could have easily used free Wifi at work, or utilized my home wireless net work more often. But because I was told (twice) that surfing was free and that only downloads counted toward my 5GB limit, I freely used my Sprint internet card. I would have been much more cognizant of my time on the Sprint network had I been properly advised. It is not fair to penalize your customer when you failed to train your employees.
The only bright spot in all of this is that Ms. Robyn W. was exceptional at listening to me vent--quite fervently, I might add--as i gave Sprint a verbal lashing for this "abusive" practice. She was cordial, professional, and as accommodating as possible. But this problem goes far beyond Ms. Robyn W's involvement. Driving up costs in expectation of ferocious, eminent competition is unfair, ungrateful and opportunistic toward your loyal customer base. If Sprint doesn't change this immediately, outraged customers will vote with their feet...meaning they will walk away and not look back.
As each of my devices cycles out of my Sprint contracts, I will begin trying other providers. Though I have been occasionally annoyed with Sprint in the past, I have never been this irate, and nor have I ever seriously considered leaving...that is, until today.
I am beyond disappointed with Sprint. And from the complaints I've read online, so it is with many others.
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