On 03/17 I ordered a phone from Wirefly for my sons 17th birthday. As I was submitting the order I realized I select the wrong phone and immediately enter a chat with one of your customer server reps (Diego) who cancelled the order for me. I then ordered the correct phone and plan on a subsequent order. I received the correct phone as promised and was ensure by Diego that the order was cancelled and that the mobile line associated with the order had been deactivated. I also was reassured via the chat (which I have saved) that I would not incur any charges for either the phone, nor the Sprint Service. I also received a confirmation via email that the phone order was cancelled. I have yet to see the credit for the cancellation on my credit card for the phone order that was cancelled.
When I received my first phone bill from Sprint, I was upset to see that I was charged for two lines. When I placed a call to Sprint to ask about the bill, I was told that they could not assist me with the problem since I could not provide the pin # nor the secret question, neither of which I had set. They informed me that Wirefly is notorious for doing this without notifying their customers. I was told by Sprint that I would have to go back to Wirefly to get the pin and secret question from them before they would speak to me about my bill. I immediately call Wirefly at 8005529000 and received assistance on finding out the pin and password. I then explained that I was trying to get my bill from Sprint corrected since they we inaccurately charging me for service on a phone order that had been cancelled and deactivated on 03/17. The customer service rep aknowledged that the phone order had in deed been cancelled but that I would have to call Sprint back yet again since they do the billing. I was also informed by the customer service rep that the pin and secret question that were put on the account are cimputer generated for their customers protection yet they never bothered to inform me what those credentials were. Offly enough the secret question they provided was the make/model of the first car I drove, which the set to Ford. I have never owned or driven a Ford in my life.
I then called Sprint and explained all over again what had occured and that I was requesting to get those invalid chanrges removed from my first invoice which totaled 155.84. I was informed by Sprint that although Wirefly may have cancelled the phone purchase order (397614844) they never called the National Response Team to deactivate the line, therefore I was charged for service on two lines vs the one that I actually have in my possession. They in turn informed me that I would have to call back Wirefly yet again since Sprint stated that Wirefly did not follow the correct process to cancel the service and that the order was less than 30 days old. They also stated that this was the responsibility of Wirefly and not Sprint to do and that the process had changed in November.
So I called Wirefly for the fourth time today and and provided the account # for the cancelled phone. I was then informed by a recording that the order (397614844) has been cancelled and then it tells me goodbye. I then called Wirefly again and provided the phone number I had placed the order from vs the order # and was placed on hold for approximately one hour waiting for someone to assist me with my problem. I eventually got thru to an offshore customer service rep named Alan (Agent Id# 28786) who stated that she would address the issue and that the original Customer Service Rep should have taken care of the the same day I cancelled the order. She stated that she was going to send an email to her Account Services team to get the phone # deactivated and that they would update Sprints records within 48 business hours. When I requested that she cc: me on the email so I have a record of the request she refused stating she would not. I explained that I had already had one verbal committment that this issue was resolved and would rather have an email trail to reference later and she refused. She did not stated why only that she would not do as I had requested.
I am very upset in that their Customer Service representatives dont understand what their operating policies are and I have wasted three hours on the phone to day trying to get this issue resolved. My concern is that I will never see the credit back for the first phone order nor will they correct the Sprint Bill which will force me to pay Sprint 155.84 for service on a phone that is not even in my possession.
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