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BEFORE THE PUBLIC UTILITIES COMMISSION
OF THE STATE OF CALIFORNIA
UTILITY CONSUMERS’ ACTION NETWORK )
(UCAN) )
Complainant, )
v. ) Case No.________________
)
SPRINT WIRELESS LLC (U-30-P) )
)
Defendant. )
__________________________________________)
COMPLAINT AND REQUEST FOR CEASE AND DESIST ORDER AGAINST SPRINT WIRELESS, LCC FOR FAILURE TO FOLLOW COMMISSION RULES REGARDING NON-COMMUNICATION & COMMUNICATIONS CHARGES
Pursuant to Section 1702 of the California Public Utilities Code (the "Code"), this complaint is brought and hereby filed by the Utility Consumers’ Action Network ("UCAN") against Sprint Wireless, LLC for imposing unauthorized and illegal charges upon its customers, in violation of California law and Commission rules, specifically those found in the statutes, rules and regulations of the Commission currently in force.
INTRODUCTION
This complaint addresses Sprint Wireless LLC’s (hereinafter Sprint or Sprint Wireless) practices relating to the provision and billing of non-communications services through its network. Sprint has been systematically violating California statutes (such as Public Utilities Code Section 2890), California Public Utilities Commission (CPUC) Interim Decision 01-07-030, (Interim Order, Order Instituting Rulemaking on the Commission’s Own Motion to Establish Consumer Rights and Consumer Protection Rules Applicable to All Telecommunications Utilities, Decision 01-07-030 (July 12, 2001 “Interim Order”) and General Order 168 Part 4, in numerous ways that are detailed below.
Sprint has failed to provide customers with the required process, notice, opt-in protocols and proof of authorization required by law, and has failed to engage in required investigations relating to non-communications and communications charges.
UCAN has determined that Sprint charges its customers 10 cents for each incoming text message. UCAN has documented instances where Sprint is charging its customers for text messages sent by Sprint itself advertising various Sprint services. When customers complained about charges for Sprint’s own text-message advertising, the company refused to put those customers on a “do-not-spam” list. Instead, the customers were given the option to either disable their phone from receiving ANY text messages or calling Sprint every month and disputing such charges. The Legislature and CPUC envisioned the potential for just such risks, as evidenced in the Comment to Section C(1) of the Interim Order:
Because billing for non-communications-related charges on telephone bills was previously prohibited by law, many subscribers initially will be unaware that they are now exposed to a new risk of having unauthorized charges for non-communications-related products or services improperly placed in their telephone bills. The Legislature has acknowledged that additional safeguards are necessary to protect consumers from the risk of being “crammed” with charges that are unrelated to telephone service or other communications services. (See Stats 2000, ch 931 (AB 994).) Consumers should not be exposed to this risk unknowingly.
Sprint has ignored consumer protections established by the Legislature as well as the CPUC. It has also ignored its own terms and conditions pertaining to the use of customer CPNI. As a result Sprint should be ordered to provide the relief set forth below.
I. THE PARTIES
1. Complainant UCAN is a consumer advocacy organization at 3100 Fifth Ave., Suite B, San Diego, CA 92103, (619) 696-6966, which represents approximately 40,000 ratepayers in California.
2. Defendant Sprint Wireless is a corporation currently doing business in the State of California as a provider of mobile cellular telecommunication services. Sprint Wireless is located at Sprint Telephony PCS, LP c/o Corporation Service Corp. 2730 Gateway Oaks Dr. Ste 100, Sacramento, CA 95833
3. Sprint Wireless is subject to the jurisdiction of the Commission.
4. Attorneys and representatives for UCAN include Michael Shames and Alan Mansfield.
5. Attorneys and representative for Sprint is Steven Kukta, Esq. Located at Located at SPRINT COMMUNICATIONS COMPANY L.P. 100 Spear St. San Francisco, CA 94105
II. BASIC FACTS
6. Sprint Wireless is licensed by the California Public Utilities Commission as a facilities based Cellular Carrier (CEC). License number U-30.
7. Sprint Wireless is certified by the California Public Utilities Commission to offer mobile wireless telecommunications services.
8. Sprint Wireless markets and sells mobile services in the State of California.
9. Sprint provides non-communications services to California customers in the form of their own non-communications services. Specifically, these are text-messaged advertisements sent on an unsolicited basis to its customers.
10. Sprint subscribers have the capability, through the use of SMS technology, of enabling non-communications charges and services by simply sending and receiving a text message through their mobile phone to the non-communications provider (in this case, Sprint). UCAN has received a very detailed complaint from a customer regarding this practice and is aware of other similar complaints. For purposes of this complaint, UCAN offers the experiences of Ms. Anne Whitlock, as documented below.
11. Sprint subscribers have been charged for receiving advertisements from Sprint using SMS technology (text-messaging) in the State of California.
III. Customer-Specific Facts Asserted
12. Ms. Anne Whitlock entered into service with Sprint in May 2005. Within the first 30 days of her service commencement, Sprint began sending her unsolicited advertisements from Sprint using text messaging on her phone. Ms. Whitlock did not authorize these advertisements or opt into receiving any non-communications services from Sprint, or at any point enable any “tips,” yet she was billed $0.10 per advertisement received(See Exhibit A). The advertisements and dates are listed below.
13. On May 21, 2005 at 1:45 pm, Ms. Whitlock received her first message from Sprint for which she was charged 10 cents, which read as follows
“Welcome to Sprint PCS Vision. Surf the web 24/7, play games and enjoy your $10/mo credit! Visit http://sprint.com/m to learn how. Reply S to end tips.”
14. On May 28, 2005 at 12:56pm, Ms. Whitlock received the following message from Sprint for which she was charged 10 cents:
“Get news, sports, scores, stock quotes, weather forecasts & a $10/moo credit with Sprint PCS Vision! Visit http://sprint/m to learn more. Reply S to end tips”
15. On June 4, 2005 at 11:56am, Ms. Whitlock received the following message from Sprint for which she was charged 10 cents:
“Learn how to use your $10/mo credit for hot downloads with Sprint PCS Vision. Reply RINGERS, GAMES, APPS, or SCREEN and we’ll show you how. Reply S to end tips.”
16. On June 10, 2005 at 10:06am, Ms. Whitlock received the following message from Sprint for which she was charged 10 cents:
“Get real-time baseball scores, news & more from ESPN on your Sprint PCS Vision Phone! Go to Web, Vision Home, Sports, ESPN, MLB then Scores. Reply S to end tips.”
17. On June 17, 2005 at 2:07pm, Ms. Whitlock received the following message from Sprint for which she was charged 10 cents:
“Find out if you’ll need your umbrella or shades tomorrow. Use Sprint PCS Vision and your $ 10/mo credit for the Weather Channel and more! Reply S to end tips.”
18. Ms. Whitlock was billed for the first three text messages despite not opening the messages. Once she found out she was billed for the messages, she opened them to discover their content.
19. Ms. Whitlock called Sprint Customer Service following the June 17, 2005 text message to make Sprint aware that she did not authorize these messages that appeared on her first bill and had not opted into receiving such messages. The Sprint billing department told her that Sprint can charge for any messages it sends, even if it was from Sprint. She then contacted Sprint’s technical department, who said they had the ability to block numbers from which subscribers are receiving text messages. The number, 777-468, a Sprint number, was unable to be blocked by the technical department. Sprint credited Ms. Whitlock $5.00 and gave her 20 free text messages, but told her she would need to call back each month to dispute such charges.
20. On June 24, 2005 at 10:11am, Ms. Whitlock received the following message from Sprint for which she was charged 10 cents:
“Shop and bid! Use Sprint PCS Vision & your $10/mo credit for Pocket Auctions for eBay®. Go to Downloads. Applications. Get New. Shopping. Reply S to end tips.”
21. On June 25, 2005 at 5:27pm, Ms. Whitlock received the following message from Sprint for which she was charged 10 cents:
“Shop and bid! Use Sprint PCS Vision & your $10/mo credit for Pocket Auctions for eBay®. Go to Downloads. Applications. Get New. Shopping. Reply S to end tips.”
22. On July 1, 2005 at 11:47am, Ms. Whitlock received the following message from Sprint for which she was charged 10 cents:
“Use your $10/mo credit for a cool new Sprint PCS Vision screen saver. Just go to Downloads. Screen Savers. Check back often as we’re updating them constantly!”
23. On July 1, 2005 at 1:04pm, Ms. Whitlock received the following message from Sprint for which she was charged 10 cents:
“Use your $10/mo credit for a cool new Sprint PCS Vision screen saver. Just go to Downloads. Screen Savers. Check back often as we’re updating them constantly!”
24. Ms. Whitlock again called Sprint following receiving a bill that included the above charges. This second time Sprint Customer Service indicated that they would block the number so that she’d no longer receive calls from Sprint. However, no one at Sprint indicated that it was a “do-not-spam” list or what the details of that blocking entail. It is not clear as of yet whether or not the text messages are actually blocked for Ms. Whitlock and whether she is able to receive any text messages.
25. Sprint’s actions with Ms. Whitlock and other subscribers actually violate Sprint’s own terms of service as posted on its own web site (See Exhibit B). For example, a passage, entitled “Rights,” reads as follows
“Sprint respects your privacy. Under federal law, you have the right and Sprint has the duty to protect the use of your CPNI. If you prefer that Sprint not use, disclose or allow access to your CPNI to offer you communications related products and services to which you do not already subscribe, you may "opt-out" that is, direct us not to make those disclosures across additional product lines within Sprint. Your decision to opt-out will not affect the provision of any services to which you currently subscribe. Your approval or denial of approval for the use of CPNI is valid until you affirmatively revoke or limit such approval or denial. As such you may opt-out or revoke your decision to opt-out at any time by calling the number listed below. Sprint will allow at least 33 days from the mailing of this notice before your CPNI approval is assumed.”
This passage states that there is a 33-day period before approval is assumed. Ms. Whitlock received messages from Sprint immediately following the beginning of her service plan. Moreover, this is contrary to the Interim Order, which does not allow a consumer to opt out, but rather requires Sprint to require consumers to opt in before being billed for such services.
26. Additionally, Sprint’s position towards bulk, unsolicited emailers is clear (See Exhibit B). Its terms of service posted on its web site reads as follows:
“No spam; damages. Sprint PCS will immediately terminate any account which it believes, in its sole discretion, is transmitting or is otherwise connected with any spam or other unsolicited bulk email. In addition, because damages are often difficult to quantify, if actual damages cannot be reasonably calculated then you agree to pay Sprint PCS liquidated damages of $5 for each piece of spam or unsolicited bulk email transmitted from or otherwise connected with your account, otherwise you agree to pay Sprint PCS's actual damages, to the extent such actual damages can be reasonably calculated.”
Apparently, Sprint’s provisions against unsolicited text messages do not apply to their own bulk advertisements. Moreover, Sprint agrees that sending these messages costs persons time and money, quantified by Sprint at $5 per message sent. If this is correct, Sprint should pay to all affected consumers, the same amount. The same type of messages targeted by Sprint’s own prohibitions are the type of unsolicited advertisements it is sending its own subscribers and billing them for receiving.
IV. VIOLATIONS OF LAW
27. In California, the CPUC has promulgated specific regulations regarding non-communications charges being included on wireless cell phone bills. The rules currently in effect are found in Order Instituting Rulemaking on the Commission’s Own Motion to Establish Consumer Rights and Consumer Protection Rules Applicable to All Telecommunications Utilities, Decision 01-07-030 (July 12, 2001), specifically the “Interim Opinion adopting Interim Rules Governing the Inclusion of Non-Communications-Related Charges In Telephone Bills,” Appendix A “Interim Rules Governing Non-Communications-Related Charges on Telephone Bills” (Interim Rules) contained therein.
28. Though non-communications charges used to be prohibited from being included on a telephone bill, the legislature opened up telephone bills to non-communications charges early this century. Envisioning the potential for abuse, the Legislature authorized limiting regulations in California Public Utilities Code Section 2890, which reads in part “(a) A telephone bill may only contain charges for products or services, the purchase of which the subscriber has authorized.”
29. The Interim Order puts responsibility on the phone company to require specific authorization of any non-communication charge. As stated in the Interim Rules Section C, authorization is two pronged, requiring in Section C(1), general authorization from the customer to the phone company to allow non-communications charges on the customer’s bill and opting in to receiving such charges, and in Section C(2), specific authorization at point of sale to allow the specific charge. According to the Interim Rules:
“An unauthorized charge is a non-communications-related charge included on a subscriber’s bill when the subscriber (1) has not authorized the billing telephone company, directly, to include non-communications-related charges on that subscriber’s bill; or (2) has not authorized that particular charge. A charge placed on the subscriber’s bill by a person who does not have actual, implied, or apparent authority to place such a charge, and which confers no benefit upon the subscriber, is an unauthorized charge.”
30. As stated in Interim Rule Section C(1)(a), “In obtaining authorization to bill for non-communications charges, billing telephone companies must disclose in a clear and conspicuous manner all material terms and conditions related to this service. Material terms and conditions include any applicable fees and charges, including late payment penalties and interest; any available options for limiting authorization (for example, to a dollar amount per month); how a subscriber may dispute a charge; the fact that the billing telephone company may not terminate basic local service, file an adverse credit report, or charge interest or finance charges on disputed amounts; how a subscriber may revoke authorization; and how a subscriber’s confidential information is protected.
31. As stated in Comment 2 to Section C(1)(a),
“Regardless of the manner in which written permission is given, billing telephone companies must provide sufficient information to enable consumers to make informed decisions about whether to allow non-communications charges on their telephone bills, and must abide by those decisions. (See § 2896.) They must disclose all material terms and conditions, and must not mislead subscribers in an effort to convince them to authorize the use of their telephone bill for non-communications-related charges. (See Id. and Business and Professions Code § 17500.) Companies that do so will be subject to sanctions by the Commission for violating the Public Utilities Code and these rules. Such practices may also lead to court-ordered penalties pursuant to California’s Unfair Competition Law (Business and Professions Code §§ 17200 and 17500).”
32. As stated in Comment 3 to Section C(1)(a), “ If a subscriber disputes a charge on the ground that the subscriber had not authorized the billing telephone company to include non-communication-related charges on the subscriber’s bill, the billing telephone company bears the burden of proving that the subscriber did in fact provide such authorization.”
Further, Section C(3) states “Subscribers may not be held liable for unauthorized charges. Subscribers must make a reasonable, good-faith effort to notify the billing telephone company promptly when the subscriber becomes aware of a probability of unauthorized use of the subscriber’s account. If the billing telephone company is unable to verify authorization, a charge is deemed unauthorized.”
Additionally, Section 2890 provides that a telephone bill “may only contain charges for products or services, the purchase of which the subscriber has authorized.” The comment to C(3) states that “this provision[2890] mandates a “zero-liability” rule for unauthorized charges.”
33. As stated in Interim Rules Comment (1) to Section C(2), “The primary goal of Sections 2889.9 and 2890 and of these rules is to ensure that only authorized charges are billed to subscribers, i.e., to deter “cramming. Billing telephone companies, billing agents, and vendors all are responsible for ensuring that only authorized charges are billed.”
34. As stated in Comment 2 to Interim Rules Section C(2), “Whatever the security procedure used, it should be at least as reliable as a PIN number, however. In the event a subscriber claims that a charge was unauthorized, the billing telephone company may not require the subscriber to pay the charge until the billing telephone company has obtained proof of proper authorization from the vendor or from the billing agent that submitted the charge for billing.” Allowing SMS text messaging to enable non-communications charges on a subscriber’s wireless bill ignores the CPUC’s requirement of providing safety measures equivalent to a PIN number, and is particularly abused when the company is the one who is generating such charges.
35. Any authorization, according to Interim Rule Section G(4), “is fraudulent if it is inauthentic (not given by the subscriber) or obtained from the subscriber based on false or misleading information.” Therefore, as the advertising and marketing of non-communications providers also violates state laws governing fraudulent and misleading transactions, subscribers must receive a refund for any charges that resulted from such practices.
36. As stated in Interim Rule Section C(1), “Opt-in authorization information or confirmation, including any assigned or confirmed PIN, must be sent to the subscriber’s billing address even if the authorization lists a different address for delivery of products or services.” Sprint provides no opt-in authorization process, so by definition it cannot comply with this Section.
37. Sprint is also failing to respond to customer requests to only be charged if they opt into providing non-communications charge authorizations, instead imposing an opt out requirement that is contrary to the Interim Order. As stated in the Interim Rules Section D(1) and General Order 168 Part 4 §D,
“Subscribers may revoke authorization to allow non-communications charges on their bills at any time without charge. They may do so by notifying their billing telephone company, by telephone, in writing, or via the Internet, that they no longer wish to allow non-communications charges on their telephone bill. The billing telephone company must confirm the revocation in writing within 10 business days. This written confirmation shall indicate the date and time the subscriber notified the billing telephone company that authorization was revoked. Billing telephone companies must allow subscribers to revoke authorization by telephone 7 days a week, 24 hours a day. The right to revoke authorization to allow charges includes charges from standing authorizations previously made by the subscriber, such as charges for monthly dues or subscription service. This right is in addition to any other right that the subscriber may have to cancel the transaction that gave rise to the billing charge.”
Customers such as Ms. Whitlock call numerous times and talk to numerous Sprint CSRs about having such illegal charges taken off their bill. Even when the customers have asked for non-communications services such as advertisements to be blocked, Sprint should have had its CSRs properly trained to block future non-communications charges. Indeed, even while Ms. Whitlock received a credit for Sprint’s own advertisement charges, her request at the same time(as she had requested in the past) to not have any future charges on her wireless bill, was apparently ignored, resulting in additional charges in July 2005. Sprint has failed to provide the ability to revoke any previous opt in requirement “7 days a week, 24 hours a day.”
The comment to Interim Rules, Section D(1) states that “As with credit cards, the consumer must be able to revoke authorization at any time to protect the subscriber in the event of attempted fraudulent use of the subscriber’s account. As subscribers cannot be held liable for unauthorized charges, this provision protects the billing telephone company as well.”
38. Revocation of any prior opt in authorization should be done by simply notifying the telephone company over the telephone; writing is not necessary. The above provision also suggests that a properly addressed email could also revoke authorization of non-communication charges. Even if she originally authorized non-communications charges (which she disputes and Sprint has never provided her any proof that she did so), Ms. Whitlock was not informed of her right to revoke authorization, despite her inquiries, as required by the Interim Order.
39. As stated in Interim Rules E(1), “Billing telephone companies must take reasonable precautions to screen vendors and billing agents before agreeing to provide billing services for them, in order to screen out unreliable or untrustworthy business entities.”
40. As stated in Interim Rules E(3)
“Contracts to provide billing services for vendors and billing agents must provide that the billing telephone company will require proof of authorization for all charges disputed by subscribers, including but not limited to the nature, time, place and fact of the authorization; the nature, qualities and price of the product or service; and other charges of any and every kind, such as taxes, charges for other products and services, shipping expenses, interest, and penalties; and the legal basis for any such charge, and that without such proof, the subscriber will be credited for the charge and the corresponding amount withheld from the vendor or billing agent. Billing telephone companies may impose fees on these vendors and billing agents for the cost of investigating and resolving subscriber complaints.”
This means that Sprint, according to CPUC rules, must require proof of authorization from carriers or third party non-communications providers before billing for non-communications services. Instead Sprint refuses to meet its burden to subscribers regarding opting in to receive these non-communications charges.
41. Even assuming sufficient authorization, which does not exist, Sprint is not meeting its responsibilities to handle complaints, provide proof of authorization for charges, remove charges for which there is insufficient proof, and remove and block future charges once the customer revokes any previous opt in to receive such messages that was provided, separate and apart from providing such services.
42. When a customer calls Sprint inquiring about non-communication charges, Sprint has a duty under Interim Rule Section G(1) and General Order 168 part 4 Sections (E) & (G) to do more than simply tell the customer that they must disable the function on their phone that allows for any text messages to be received.
43. Under the Public Utilities Code §2895-2897 et seq. (Telecommunications Customer Service Act of 1993), the legislature authorizes the CPUC, specifically in §2896(c), to establish reasonable quality service standards, including regarding customer service and billing.
Interim Rule Section G(3) states that
“The billing telephone company is responsible for ensuring that subscriber complaints about non-communication charges on its bills are processed as required by these rules. Subscriber questions and complaints concerning non-communications-related charges should be addressed to the billing telephone company, or to its agent, as designated on the bill. The telephone bill must include a prominently displayed toll-free customer service number for this purpose. The toll-free number must be adequately staffed by personnel with sufficient training and authority to answer questions, investigate complaints, and adjust bills in favor of subscribers when appropriate.
Telephone companies are required to provide adequate customer service as a telecommunications provider (see the Telecommunications Customer Service Act of 1993, codified at Sections 2895-2897). They must ensure that the additional customer service required of them in connection with non-communications charges does not negatively impact telephone customer service. Sprint cannot simply rely upon the disabling of the phone’s capacity to receive any text messages as an adequate correction to avoid consumers receiving advertisements Sprint disseminates.
44. As stated in Interim Rule G(2), “Billing telephone companies or their agents shall promptly investigate subscribers’ complaints of billing errors. Within 30 days of receiving a complaint of a billing error unrelated to the subscriber’s telephone service, the billing telephone company must either credit the disputed charge to the customer or acknowledge, in writing, receipt of the complaint, and must verify the validity of the charge. Billing telephone companies must resolve such complaints within 60 days.”
As stated in Interim Rule G(4), “The billing telephone company or, if the vendor is handling the complaint, the vendor, will notify the subscriber in writing of the result of its investigation. If the vendor has failed to provide proof of authorization within the time allowed, the billing telephone company will credit the charge to the subscriber.”
As an example of how Sprint violates these provisions, it never offered Ms. Whitlock proof of authorization, and also never subsequently credited her account within 30 days of her disputing such charges.
45. In the event that the Commission determines that these charges are communications-related, Pub. Util. Code § 2890(a) states that “ A telephone bill may only contain charges for products or services, the purchase of which the subscriber has authorized.” Also, Pub. Util. Code § 2890(e) states that “If an entity responsible for generating a charge on a telephone bill receives a complaint from a subscriber that the subscriber did not authorize the purchase of the product or service associated with that charge, the entity, not later than 30 days from the date on which the complaint is received, shall verify the subscriber's authorization of that charge or undertake to resolve the billing dispute to the subscriber's satisfaction.” Sprint systematically failed to adhere to these “cramming” rules in its treatment of Ms Whitlock and similarly situated customers.
WHEREFORE, UCAN respectfully request that the Commission:
1. Order Sprint to immediately cease and desist from each and every violation alleged in paragraph 6 through 45 effective upon receipt of this complaint through the issuance of an injunction.
2. Order Sprint to undertake such steps as are necessary so as comply with state law.
3. Order Sprint to make and pay any and all reimbursements and penalties available under Code Sections 2107, 2108 and 2113 to Ms. Whitlock and to similarly situated California consumers.
5. Order Sprint to pay commensurate punitive damages upon finding of intentional misconduct.
6. Order all other remedies and penalties, fees and costs as the Commission may determine just and equitable.
Respectfully submitted, Dated: <!--[if supportFields]> <![endif]-->July 20, 2005<!--[if supportFields]><![endif]-->
_________________________
Michael Shames
Alan Mansfield
Utility Consumers’ Action Network (UCAN)
3100 5th Ave. Suite B
San Diego, CA 92103
(619) 696-6966
Fax: 696-7477
ATTORNEYS for Complainant
Verification
I, Michael Shames, am an officer of complainant corporation herein, and am authorized to make this verification on its behalf. The statements in the foregoing document are true and of my own knowledge, except as to the matters which are herein stated on information and belief, and as to those matters I believe them to be true. I declare under penalty of perjury that the forgoing is true and correct. Executed on July 20, 2005 at San Diego, California.
_____________________
Michael Shames
| Attachment | Size |
|---|---|
| Sprint spam complaint 7-20-05.doc | 82 KB |
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double taxation
I moved from Texas to California in 2003. Ever since, they have included both Texas and California taxes on my bill. Due to having a few children, this escaped my attention. I am happy to pay the requisite taxes for my state of residence--but I should not be charged Texas taxes given that I have not lived there in six years. Sprint owes $400, and is stonewalling.
Payment cash by sprint but my credit is mess up.
Three years ago i work for Radio Shack. I had bought a contract phone under sprint. I ended up leaving my job in a year. I had lost my phone not too long before i call sprint and reported it stolen. Two months later i get a bill for $344.98 I took the money out and send it over mail to sprint. A month later i get the same bill i call and fax them a copy of the check where clearly it was cash by sprint. I call they said it was fixed. But now three years later my credit shows i never made the payment and my account is on collection. Help!!!!
STAND UP TO SPRINT!!!!!!!
I initially signed my agreement with Sprint in July 2007. The first month came with no bill. I received a text message regarding my bill and went to the sprint store and paid it. Month two, three, four and five came with no bill. I contacted Sprint CS, stating that I have no received a bill. I was literally called a "LIARand IRRESPONSIBLE". I was disconnected more times that I wish to admit by CS, Escalation Supervisors etc etc. For the next five months I continued to receive no bill. During said time, I also had my phone disconnected for no apparent reason 13 times. I would contact Sprint and they would connect the line again, blaming it on "their new system".
Finally, I spoke to a CS rep who stated that the reason I wasn't getting a bill is because Sprint had me set up on E-Billing.....but never provided me with a address. I requested copies of EVERY bill, which came all at once in the mail. I began going over each bill, learning that each month I was being overbilled more than $100.00.
I contacted Sprint CS....spent over 5 hours on the phone and they stated they were giving me a $1400.00 credit. The CS Rep went on to state that I would not have a bill for five months. She also gave me a months credit, which would indicate that no payment was needed from me for 6 months.
The following month, my phone was D/C for nonpayment! I was outraged. I contacted Sprint CS and they stated they could not give me the credit. I asked for a refund then as I have already OVERPAID $1400.00!!!!! Of course there were NO NOTES on my account, so I had to start over again, spending 6 hours on the phone this time. I got my credit!!!
Then my bills stopped coming again. I immediately contacted Sprint. Again, it was blamed on their system.
The next month my phone would again be D/C for no reason. This went on several times a week. No explanation from Sprint.....Damn new system!!!!
I started receiving bills again, only to be OVERCHARGED again!!! This time, I contacted Sprint Corp Office in KS. The problem recified and a month courtsey credit was given for my troubles. NOT!!!! I got billed the next month and again...NO NOTES regarding the credit. However, I was on to their game by this point. I had recorded the conversation and documented the Opt. # to the Supervisor who gave me the credit. Sprint couldnt' get out of this one!!!!
After almost 300 hours on the phone with Sprint in less than a year, I told them to take their phones and service and "shove it". Sprint literally slapped me in the face by stating I would be charged $600.00 for early term. I laughed. I told them I would love to see them try!! The CS Rep actually threatened to take ME to COURT!!!!
I was then transferred to a Escalations Sup. He was a complete Jackass Moron!! He told me he would personally handle the problem and asked when he could return my call. I asked if I would call him back at the end of my day and he stated that there was no way of my reaching him. So I had my sec. block out time and waited over two hours for the return call. NEVER HAPPENED!! My phone was again turned off, even though I was "GUARANTEED" that it would not happen again until the issue was rectified!!!!
Contacted Corp Office again....... problem solved!!!!
OH...Did I mention I'm an attorney???
My advice to ANYONE who uses Sprint and has issues with billing, service or technical.....DOCUMENT YOUR ASS OFF!!!! Check to see if your state is a two party or one. allowing you to record the conversation. Ask the Opt. his/her number and document the time of call and end. If you cannot have your issue solved, demand to speak to a Sup. then to Escalations and an Escalation Sup if needed. If the problem cannot be resolved, contact the Corp Office.
Sprint now has an Escalations Dept on the Corp level. This allows you to speak to one person with a call back number.
Got my new bill yesterday in the mail. OVERCHARGED $170.00 again.....THE DANCE CONTINUES!!!!
** Do not allow Sprint unaccountable!! Stand up to Sprint! File complaints with the FCC, Consumer Protection or get a petition where persons can sign up for a Class Action**
sprint over charged my account after i agreed to a new contract
Back in may of 2008, i called sprint pcs customer service to change my plan to the new 499 a mont anytime plan. to do that i had to sign a new 2 yr agreement. so i did. it is now august, and my bills have gotten higher in like the $375-400 a month range. recently sprint began harassing me for late payments.
i have been unemployed since june 15th 2008, and the rising bills were evaporating my bank account. i could believe sprint wasn't gauging my account, and on august 13th my account became suspended. I called customer care very upset that my phone was cut when an email stated that service interuption wasn't going into effect until 8/20/08. so after my first call to complain i was sent to another sprint agent, who could only state that my new contract plan wasn't being implemented on my account. so, sprint had over charged me for options on my plan that were supposed to be included, things like unlimited text, cell calls, internet, video mail, etc. so, my bill of $650 for two months had included charges that were not supposed to be billed. i was told that after, all the reductions to my bill, that my late payment for the first month was going to reduced from $375 t0 $198, and second month from $324 to $144. Where does a company get away with highway robbery, theft by taking is a felony. the sprint/nextel corporation is urging their agents to knowing rip off customers who don't review their bills thoroughly. does the new CEO of Sprint which is in all the new commercials actually approve of this scandal and practice? i dont think he would say it openly, but to over charge and look the other way as a service provider will get him a quick pink slip.
SPRINT IS THE NEW ENRON. SPRINT IS THE NEW ENRON. SPRINT IS THE NEW ENRON. SPRINT IS THE NEW ENRON. SPRINT IS THE NEW ENRON.SPRINT IS THE NEW ENRON. SPRINT IS THE NEW ENRON.SPRINT IS THE NEW ENRON. SPRINT IS THE NEW ENRON. SPRINT IS THE NEW ENRON. SPRINT IS THE NEW ENRON. SPRINT IS THE NEW ENRON.SPRINT IS THE NEW ENRON.SPRINT IS THE NEW ENRON.SPRINT IS THE NEW ENRON.SPRINT IS THE NEW ENRON.SPRINT IS THE NEW ENRON.SPRINT IS THE NEW ENRON.
GOD DAMMIT.SPRINT IS THE NEW ENRON.SPRINT IS THE NEW ENRON.SPRINT IS THE NEW ENRON.
Early termination fee and billing charges after changing co.
I had Sprint for over 2 years. At my 2 year point, I called to find out if it went on a month to month basis (my company does contracts that go month to month after the initial term) or if it goes on a year to year basis. The person on Sprint's end told me I got a discount. That is all she said. I said "ok, thanks, have a great day". Literally, that is all I said and hung up. About a year earlier, I called to inquire about a discount our company got. It would have required me to pay an additional month in advance to change my billing date and would only give me a 7% discount. It wasn't worth it, so I didn't make the change. I didn't pay any money and my billing date stayed the same. I switched over to T-mobile on December 30th. When I got my final sprint bill, they charged me an early cancellation fee. When I called them they told me that a year ago I changed my plan (even though I only inquired about the discount, no money was paid and the billing date didn't change). Then they said at the end of my 2 years, the woman offered me a discount for signing an additional 2 year agreement. She didn't offer me anything. No recording was ever done to prove I agreed to this. I never would have agreed to it since I was shopping around to add an additional line to my phone plan. They couldn't prove that anything was agreed to, only that their representative (that couldn't speak clear english) said that it was offered and agreed to. I was getting irate and asked to speak to a supervisor. She gave me to her supervisor who proceeded to yell at me and telling me that I was wrong. I then asked the supervisor why sprint treated me so great when I was a customer and she was treating me so horribly now. She said "you aren't a sprint customer anymore, and we don't have to be nice to you." Exactly what she said. I got her operator number, since she obviously wouldn't give me her name. I wanted her supervisor. She said no one was over her. I said, that was hard to believe that she was the owner of Sprint. She refused to give me a supervisor name. I hung up at that point. I then got another Sprint bill in january and one in february. Both for Sprint services when I switched to T-mobile using the ports at the t-mobile store. I even kept the same phone number. I called sprint again and was told to write to the address on the back of my sprint bill and that they would do an investigation into the matter. The only address on the back of the sprint bill was for NY residents. So I sent my complain there, operator number and all. The next letter I got was from the collection agency trying to get $375, $150 early termination fees, and $75 per month for charges in january and february and the 7 days I had sprint in december (when I switched to t-mobile). I told the collection agency that I had sent a letter to sprint. I never heard from them again, but its on my credit report. I tried getting it off, but it isn't happening.
How do I get in on this class action suit? What are my options?? Any help??
My contract recently
My contract recently expired, and I took a couple of months going month to month to shop around. When I found a better deal at another company, I canceled. I was charged $200 on my final bill, and when I called, they said I had agreed to extend another 2 years. I told them they were nuts and asked for a supervisor. Waited on hold for one hour and fifteen minutes before the phone went dead. I went into the store to talk to the store manager, and he said there was nothing they could do as they have no control over that stuff, but said he would make a call. I told him to escalate it as far as he can and let them know I have no problem just filing the claim in small claims including my time away that I bill at $150 an hour. They got the charges reversed. Four hours of my time on principal alone.
Phone companies need to disclose on the first bill of the original or new contract period that the plan is a contract and the terms of the contract, and if we do not agree to those terms to cancel before the due date w/o cause. The act of just renewing the contract period b/c of a dishonest call center employee and putting the onus back on the customer is bad business practices and should be acounted for.
ecare2@cc.sprintpcs.com
I recently emailed to Sprint's customer service the following text. I hope something gets done ASAP; Meanwhile, I'm back to a prepaid phone. I regret not choosing any other wireless phone company.
Sprint company has been charging me for roaming calls from mobile to mobile and have refused clearing my $537.00 over limit charges. I've tried to dispute my roaming charges and they say I still owe the mentioned amount. My plan specifies unlimited mobile to mobile phone calls and free of nationwide roaming. These effortless attempts to resolve my roaming issues have made me conclude that at this point all I want is to terminate your service without penalty fees and for you to resolve my roaming discrepancies.
• Unlimited mobile to mobile, night calling and weekends starting at 7 p.m.
The number I call is within my shared plan; therefore, mobile to mobile is applicable.
• Sprint lets you access the Nationwide Sprint Network or Sprint Mobile Broadband Network and prevent roaming. As stipulated on my plan.
As a matter of fact at the location where I'm at; Glynco, Georgia, other colleagues are facing the same technical roaming issues with Sprint and are paying excessive roaming fees.
How can you help me?
Please consider I have spent too much time arguing, getting frustrated and paying excessive phone bills; Therefore, I would greatly appreciate If you sent all detailed billing statements for the past three months of service by mail. Also, I would appreciate if you provided me with written verification
of my numerous attempts and phone calls as documented in your system,to resolve this issue as well as the Sprint license number.
sprint billing
I have over 50 emails with sprint, about dropped calls, billing etc. Everything that everyone else complains about. They screwed me on my billing arraingements even though i have paid them on time, all the time. Yes sprint is the worst. They turned it into collections I am now protestiong the amount....it is of course wrong, and I am going to take them to small claims court.
Small Claims Court?/2008 Izzizz
As I read your comment about the numerous efforts to contact them via email, and eventhough I've only sent two emails so far; I've reflected on my previous effortless attempts. You also mentioned small claims court, how do you go about it? You see, I'm recently paying for divorce attorney fees and cannot afford paying another attorney for my Sprint issue.
Sprint lies and deceit
I have complained to sprint about their poor service and they tell me they have no such complaints. They will not document my complaints no matter how many times I tell them to. They constantly send me over charges when I was told my bill would be certain amount. Their quality it the poorest of any service I have ever used. I have 100's of dropped calls, network failure, no one can hear me, to the receivers voice cutting in and out. I have had AT&T, Verison and others and never have I had such poor service. I am going to take it to the BBB and consumer protection agency and get out of this contract. There service I would rate a D-. Is there any other way to go after them?
Roaming Charges on Unlimited Mobile to Mobile Plan
Sprint company has been charging me for roaming from mobile to mobile and refuse to clearing my 537 overlimit charges I've tried to dispute my roaming charges and they say I still owe. My plan specifies unlimited mobile to mobile phone calls. What can I do? To much time arguing, getting frustrated and paying excessive bills. Can someone please guide me?
This Explains A Lot About Sprint
If you’re thinking about phone service through Sprint....think about the meaning of SPRINT and do just that! Sprint the heck out of there before it’s too late! How can a company take a $90 dollar a month phone bill and turn it into a $430 a month bill? It’s easy; they just charge their customers for services they never authorized. When you call Sprint to request they remove the charges you should plan on spending a couple of hours on the phone. Once you get through to customer service, they will ask for your phone number (yes, one would think they already have that) and my favorite the pass code to your account. You will then be placed on hold for what seems like forever and then disconnected. No worries just call back and repeat the previous steps two more times. When you get over the anxiety of being disconnected yet again, you will start realizing there is a huge communication gap between you and them. When you try to get unauthorized services removed from your bill they will proceed to offer you the Sprint Family Locator Service by reading you a 10 minute scripted sales pitch. When you explain you’re trying to remove services not add them they will say Uh-huh, Uh-huh, I understand, and keep reading. There is nothing wrong with your communication skills or your hearing. As a matter of fact you’re now acutely aware that everyone you’ve spoken too, James, Jennifer, David and Rebecca, all have accents. When asked, Rebecca confirmed they are located someplace in Asia.
This Explains A Lot About Sprint
FIND THEIR EMAIL ADDRESS AND MAKE THE REQUEST, YOU WILL HAVE EVIDENCE YOU CONTACTED THEM, AND YOU NOT BE WASTING YOUR TIME ON THE PHONE.,
Sprint PCS
How do I start - there is so much that borders on harassment from Sprint, a year after I cancelled my service with them. I always had problems and bad billing practices in the past and bogus charges etc., however here is my latest:
-About 1 year ago or more I called Sprint to complain about bad service and dropped calls, ironically it took me about 2 lunch hours and about 3 dropped calls to complete the call.
-I finally escalated the call, saying that I was not happy with my service (even after they had sent me a free phone the previous year to apologize for bad service; at which time they sneaked in a new start date on my service contract, because I bought a new phone). Anyway, I insisted that there service was not working and they were not living up to their end of the bargain. A senior manager finally agreed that if I got a new service within 2 months that they would let me out of my new contract with them with no termination fee and said it was such a shame after 8 years with SprintPCS....
-A month later I had T-mobile and payed off my account in full
-About two months after cancelling my service they called me to inform me that I owed them something around $200 (the figure keeps changing) anyway, I called them and sorted it out. They agreed that once they removed the termination fee, I had $30 credit. I insisted that they mail me the difference, but they disagreed and said they would not mail me the credit. Fine, I hung up, tired of the time investment each time to make a call.
-Next month, again a bill. Again, I call them. Again they agree I have $30 credit. Again they refuse to mail me a check.
-Next month, again a bill... I called them for 3-4 consequetive months, an hour of time each to go through their inefficient system and explain the story.They said they could not give me a confirmation number over the phone, but promissed each time to make a note of it.
-Finally I wrote them a letter (to their Written Correspondence Department) - this is where I would make a Free and Clear joke if I was not so pissed off. Anyway, completely ignore my letter and write back - "Your account is passed due". Contact us at our general number (well, I new that did not work). I try anyway, but I probably just got the same idol promise - I cant remember.
-Anyway, they send it to collections and I receive a letter Aug 7,1996. I contact the collection agency and explain the story. They dont act surprised and tell me to send a registered letter to them disputing the bill. I do and I explain the whole story again and ask that they forward the letter to Sprint.
-So today ~ 3pm Monday Feb 11,2008 after about 24hrs of my life wasted with the business. I receive a call from a general caller via an automated call asking about paying them $167.00. I start into my story and say they owe me! She asks if that means that if I am disputing the call and would like to speak to a manager. Yes. She cuts the communication and I presume she is putting me on hold. After 20 min of silence. I hang up the phone.
My impression is that it is easy for corporations and marketing to steal from the individual. Corporations assess the odds and weigh their costs. ie. is it cheaper for us to nag people over and over, claiming that they owe us money until we wear them down through harrassment until we make money - We the coorporation can make $X Billion this way which will offset our odd out of court settlements for those that resist = we, the corporation, make a profit. Class action suits seem to be the only defense. If anyone can help me with this, then please contact me.
What can I do ??????
I wish to file a corporate complaint regarding the recent "customer service" that I have received from Sprint. I have had many issues not only regarding billing but with the level of service that I have received from your representatives. On December 20,2007 I placed a call to customer service regarding the amount on my bill. I advised the representative that I may have been overcharged since this has happened to me twice before and requested that my bill be reviewed. I was speaking with one representative who advised me that there was a discrepancy and then blind transferred me to an alternate department with out advising me of the transfer. After waiting on the line for 27 minutes my call was disconnected because the cellular phone that I have already replaced does not properly function. My initial call began at 3:30pm and not only was I on the line with sprint until 11:47pm but I was also informed to go into a sprint store. On 12/20 I spoke with eleven representatives repeating my information each time and being disconnected twice and my issue has yet to be resolved. I was advised by a representative in your Virginia call center disconnect department(because by 7:30pm I was more than ready to terminate my service with you) with the initials TS that there was a $220 dollar charge that should have been applied as a credit to my bill but was added to my balance. She was the only representative that I had spoken with thus far that was willing to do the job of investigating this issue. After the representative spoke with billing while I was on the line for 2 hrs and 37 minutes she then advised mt that I would need to be issued a credit and that I can also apply for the inquiry to take place regarding my bill. I also advised the representative that I have been charged for minute usage overage on my current cycle and that it was not possible for me to go over my rate plan due to the condition of my handset and cell reception. The representative reviewed my recent call logs and also had to call me at an alternate number because of the one way audio on my cell and advised me that I can take advantage of my upgrade credit and that she would ship my centro cellular phone out to my home. During this process the call was lost and the rep did not return a call to me. I then called in again and spoke with a supervisor James in another dept who provided me with a number at which I could reach the previous rep, I also requested the corporate office number to file a complaint. Both numbers that I received from the supervisor were numbers to customer service in Texas which was clearly not what I requested. After being frustrated and mentally drained not only from being treated as though my situation was an inconvience but for being given the misinformation each time that I had to call in regarding this issue and then being advised to go to a sprint store more than twenty minutes away from my location to handle both my upgrade and billing issue which I was then told once I arrived that I must call customer service. I decided to continue dealing with the situation on 12/21, on this date I called in and requested a supervisor and was transferred to Craig who not only insulted my intelligence but flat out told me that he did not care. To date my issue is unresolved I have been insulted,mis treated and demeaned by your corporation and demand a resolution from the corporate office in a timely manner. What has happened to the proper treatment of the customer? Clearly Sprint does not have any regard for the consumer.
Any attorneys willing to do a class action
Over a number of years, I have been responsible for cellular purchasing for a mid-size firm. I have seen Sprint pull more tricks than any other company to date. These little charges they make are akin to skimming pennies from a bank.
1. They turn everything on for the first 30 days, and require the customer to turn them off, even if the customer does not want them at the point of sale. The idea is they will forget, and little .10 charges here and there will not be noticed, or be swayed by the long waits on the phone. Suggest always going back to the store when you get your first bill for them to remove the extras.
2. Slammed. I have had Sprint Air Cards that don't use or have text messaging be slammed with text and text services and fighting long and hard with Sprint to reverse them. I told them I would love to see how you get text messages on an air card, it is only data, and if you could, why would you want to? Should be off by default. Air Cards should not be treated as phones with all of the extras period. You didn't buy it for call waiting, you bought it for data.
3. Stores. I don't know why they have stores, since these folks have as much power as a Best Buy or Radio Shack. BUT, Always go into a store with a problem and have them dial customer service for you. You get a different attitude every time, and I have done this many times. This leads to the following example:
I own a PPC6700 that I use for a phone, and modem when I need data on my laptop. It was getting a lot slower, so I went into a Sprint Store and was told to try a data card with the new network, and I could bring it back within 30 days and just be charged usage on it. Sounded easy enough.
I tried the card and found it locked up my laptop and was not much faster than my phone as a modem, the problem did not seem to be hardware. I took it back to the store, and the salesman did say that the network is getting over-provisioned in areas. OK, I will stick to my phone as a modem. Returned it, got a receipt and all is good - so, I thought.
One month later, I get my Sprint Bill. It is still on there charging me service for a card I don't have. I called the 800 number, told them I returned it, could fax or email a copy of the receipt, etc. Was told I have to go back to the store.
A few days later, I went back to the store. They were pretty busy, but a manager copied the receipts and said she would take care of it.
Next bill comes in. No credit, and a $150 disconnect. I call customer service again. First person can't help me. He transfers me to another person. Same thing. Then a third, she does not have access to the new bulling system. It is now over an hour on hold (have the video) and finally get Emily (Sprint ID EDURLI01). Told her right off that I had been going round and round and on the phone for an hour already and I apologize if I come off cranky. She took the code and looked at the account. It is in my wife's name, so she said she had to add me to the communications for the account. I said that is fine, she just had the first phone in the family, I pay all of the bills and signed the contracts on the other phones. Then I told her the story. Simple, bought the card, returned in within 30 days to the Sprint Store, and I am still being charged plus the cancel fee. I advised her at that point that they need to clear this up or I may be forced to file a lawsuit and to notify management to keep the recording of this conversation.
Now you attorney folks pay attention to this.
She said the following:
1. I am required to call Sprint Customer Service after returning the phone within 30 days to cancel. The act of returning the device to a Sprint store does not constitute cancel to them. The verbiage on the back of the receipt says only to return it within 30 days and I would be refunded all but usage.
2. Since I am not the account holder, I could not cancel the phone. I told her then she needs to refund all including the usage since I signed the contract for the phone. If I am not able to exit a contract, then I am not able to enter into a contract, thus the contract is null and void. She stated that is not true. That is interesting. Maybe you legal folks can explain how the person who signs a contract is not able to cancel a contract. Regardless, she did not want to serve the customer. Little did she know how many phones I am responsible for.
3. I asked to be transferred to a manager. She said she can't transfer me to a manager, but a supervisor who will tell me the same thing. I said that is fine. I waited on hold for another 40 minutes, and gave up.
4. I then drove to the store and asked for the manager. He came out, heard my story and said that is crazy. I agreed. He called the number they have for customer service, and in 5 minutes everything was taken care of.
Sprint is losing a very loyal customer, and not over an isolated event. It is not money, it is principal in all of the little billing issues, text messaging (even when asked for it to be blocked at purchase). I even had one company air card that within the first month, a pay service claimed it was texted back an authorization for the monthly service at $7.00 a month. That would have been a neat trick. I asked Sprint to show me when the outgoing text went out. They said they don't keep track of those. How do you charge for them if you don't keep track of them. They refused to credit the fees, but blocked the service. This is a clear case of something easy to prove, but resulted in less than $12 of charges that is not worth fighting for. They know that, that is why they do it.
Add those up to the thousands of customers, and they have a pretty good revenue stream on fraudulent charges. Attorneys, you need to take them on to get this practice to stop.
Negative Credit reporting by Sprint
Need guidance.....I was a GOOD sprint customer for approx 4 years, never missed a payment & never broke a contract with them...and at the end of my last contract with them, I was going to re-new but the Rep's for Sprint were talking down to me like if I was new customer or like I never existed....very rude and Harrassing, and offered nothing new......I was so upset from all the BULL, I decided to go with Cingular & left a pending Bill of Less than $300- that I was going to pay on my terms. But Here comes them RUDE rep's who didnt give a Crap.....So I decided not to pay. NOW, I noticed they placed a Derogatory mark on my credit report.....CAN THEY DO THIS ???......Shouldnt it work both ways.....e.g.= if your going to give someone a derogatory mark on their credit, then they should give POSITIVE CREDIT for ALL THE YEARS I WAS WITH THEM......I had a Credit score of almost 700 and just kept going up, until now, it dropped almost 40 points for $300, this doesnt seem FAIR, now it is going to be more difficult to buy my house......Can someone give me some advise ????
Signed: Help-Less
yes they can do this. like
yes they can do this. like any other bill you may have you cannot just decide you'll pay it whenever you feel like it without any repercussions. can you pay your mortgage bill whenever you get around to it? your current credit score already gave you "credit" for all the bills you had been paying on time up until you just decided not to pay one. it was adjusted to reflect that non payment. just as their treatment of you left you no choice but to cancel, your deliberate non payment left them no choice but to report you. fair is fair and a little personal responsibility goes a long way.
yes they can do this. like
yes they can do this. like any other bill you may have you cannot just decide you'll pay it whenever you feel like it without any repercussions. can you pay your mortgage bill whenever you get around to it? your current credit score already gave you "credit" for all the bills you had been paying on time up until you just decided not to pay one. it was adjusted to reflect that non payment. just as their treatment of you left you no choice but to cancel, your deliberate non payment left them no choice but to report you. fair is fair and a little personal responsibility goes a long way.
horrible sprint service
I also have the problem with sprint service like you do. When my contract was almost ends, they told me that they are going to give me the discount. Therefore i accept it. When my contract ended, i told them that i was not going to extend my contract. They said my plan had been updated and automatically extend for next two years since i accepted the discount. I told them that they did not explain those terms to me when they offered me the discount. I called the customer service several times wasting hours. When i talked to their supervisor he was very rude and unreasonable and told me to do whatever i want. Now they keep sending me the bill. and i am worrie that it is going to affect my credit. could you please tell advise me how to handle this problem? i very much appreciate for help.
Sprint No or Poor Service should be No Penalty Fees
We recently moved to Durham, NC from Virginia. The area where our house is has little to no service and literally no service inside my house. I went through a painful day on the phone with Sprint’s tech support and they could not resolve the issue, then escalated to their tier 2 level tech support who could not reach me for obvious reasons (NO SERVICE).
So they left me a vm, they checked the networks and found nothing wrong and thought that my phones were bad, and I guess perhaps every other sprint customer that happened to be in my house had bad phones too since they could not get connectivity here. They suggested I take the phones into the Sprint service center to get them checked out.
So I did that as well…nothing was wrong with the phones – we were informed that IF we could not get service and we went through the steps to verify that, they would let us out of the contract without the cancellation fees, but that I had to deal with account management. I called Account management and requested this, and they said it would take a few weeks to process and that they would let me know what they decide to do.
I actually called back into customer support and asked for a status before we got the bill and was told in very bad English, “listen to what I am telling you sir, you owe sprint nothing” by the rep on the phone, so I asked for that in writing provided an email address but got nothing back.
We just got a bill for 300.00 for early cancellation of our sprint contract. I think this is highly unfair considering that we could not get service in the area where we live to expect me to fork out $300.00 and then go get different service through the only provider that can offer adequate service in my area.
No one I talk to at Sprint seems to really care or have any accountability for problems, everything seems to be pawned off on the next person.
Excessive charges not authorized
I am a Sprint customer 5 year+ and I have never had problems with them in the past. Currently they are charging me $844.85 for downloads and ringers my daughter downloaded from internet. I had all services blocked on old contracts , but when I bought my daughter this new phone they said she has 30 free internet access. I asked them to shut it off so there could be no mistakes made or charges entered. They told me a a Sprint Headquarters that it was part of the promotion and it couldn't be done. I was very annoyed with this answer because I do not always have my daughter (who is 14) with me. The result is Sprint auto withdrew $844.85 from my checking account for current charges and these downloads. I explained that my daughter is slow and when you allow free things to kids the temtation is to great. I offered to have Sprint erase all these downloads, but they refused and tell me I am responsible for all her charges. If I am responsible then I should have been notified of this irregular activity before it got out of hand. No one contacted me or made me aware. I have requested that these charges be credited back to my account because I was not made aware of the charges and I had asked them to shut off all services to her phone like her prior agreement had. I am asking what action I can take in this matter? If something like these downloads are going to be made available it should only be if authorized by a pin number that the parent would have to put in allowing the charge. Help me please.
Jeff
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