On 4/24/08, I upgraded 3 phones on my plan and renewed my 2 year contract. The new phones were capable of accessing the internet so I requested the salesman disable the internet on all three phones. I assumed the salesman did his job and my 3 brand new phones (which I paid $260 for) had been disabled from accessing the internet.
Imagine my surprise, gentlemen, when I receive a text message on 5/28/08 from Sprint stating my account had reached my spending limit and a payment was necessary. I immediatley called Sprint and spoke to Charo. I asked Charo to go over the charges on my account since my current bill was not available on Sprint.com.
When Charo informed me that 2 of my lines had data usage charges for accessing the internet, I explained this was a mistake since I had the phones disabled. She stated that only 1 of my phones had been disabled and since she was able to see that I had requested all 3 be disable that she would be able to provide an adjustment of around $157.98.
She explained that because the tax was difficult to calculate, my adjustment may be a little more or a little less. She also stated I would receive an email AND telephone confirmation of the adjustment. A short time later I received an email stating an adjustment of $9 had been made to my account.
I did not question this because that is the amount of a ring tone download that was never made on my phone. I still expected to receive an email AND phone call from Charo regarding the data usage charge adjustment.
On 5/30/08, I had not heard from Charo, so I called Sprint again. I spoke to Jasmine. I explained my story. She put me on hold for about 10-15 minutes. When she returned, she stated she spoke to her supervisor who advised her that the charges were incurred and the charges would stand.
I tried to explain to Jasmine that I was not disputing that the charges had been incurred. I realize that my children had accessed the internet. My complaint was that if the salesman at the Sprint store had disabled all 3 of the phones, the data usage charges would not have incurred.
I further explained that I had never explained to my children that they could not access the internet because I believed that capability had been disable the day I purchased the phones. Jasmine put me on hold again. This time she came back and stated her supervisor is allowing her to give me a "courtesy" adjustment of $75.
I did not agree with this so I asked to speak to the supervisor. The supervisor, Langston, got on the phone. He gave me that same story. The charges WERE incurred and the charges would stand. I explained my story all over to him.
I asked him if he could tell in my record that I had asked for all 3 phones to be disabled but only 1 was. He said he did not have access to what happens at Sprint stores. How did Charo have access to that 3 days ago, but now a customer service SUPERVISOR does not? I then asked Langston to pull my tape recorded conversation with Charo from 3 days ago to show what I had been told.
Langston then told me that he does not know who Charo is, didn't know if she even worked at that particular call center. PLUS he told me those tapes are for training purposed only and it would violate privacy if he listened to them. I then asked him how he came to his decision if he did not have all the facts.
He said because he looked at my records. I again stated that I was not disputing the charges. I was disputing that if it were not for the salesman not disable the other 2 phones, I would not have incurred the charges. Langston response to me was if I found his offer of $75 unacceptable, then I get nothing! Even though 3 days earlier, I had been promised $157.98. But, according to Langston, there is no record of that on my account.
At that point, I realized I was not going to get anywhere with Langston. He had made his mind up before he even picked up my call. I asked to speak to his supervisor. He informed me he was the senior supervisor.
At that point I asked for a way to provide a complaint to Sprint. He gave me a fax number and a post office box address. I wanted to be able to call and/or email Sprint but all he provided was a fax number and a post office box address.
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