Have had a cellular account with Nextel for approximately 5-1/2 years. Called to find out the contract dates for our current 8 telephones for our Company account. During the conversation, the sales rep indicated that she could switch our phones to a different plan and save us a lot of money each month. I was not particularly interested, but she asked if she could email the information to me. I agreed. I also mentioned that we had had a payment lost in their system for quite some time and it was still showing as overdue. She asked the details and said she would look into it. She called me several weeks later and asked if we had decided to switch. I told her no that we hadn't really even looked at doing this, but I would keep the information.
I actually hadn't even looked at the information, since I knew this was not an option we were interested in. A short time later she sent me a note indicating she had located the payment and applied it to our account. I sent her a reply thanking her for her efforts with the payment.
I received my March Nextel/Spring bill and noticed the amounts were really strange. I called and spoke to a rep. He checked the account and couldn't see why the billing was changed. He changed one of the phones back to the original plan, with the original account agreement (expired) and took a second phone and did the same thing. I called the next day to verify that they had indeed been changed. I got a rep who had no interest in why I was calling, or in helping. Her only response was that she would escalate the call to the next tier.
Never heard from this tier. This was where I found out the whole rate plan had been changed, by the sales rep. I called the next day and got another rep who was great and assured me she could help. She spend over 2 hours going over all the details and reversing the changes. She gave me assurances on each number that the contract was expired, and there was only one phone on the plan that had a contract.
Today I called Nextel/Sprint to ask for number guard to be removed from 2 of our phones. The first technical support person acted like she didn't know what that was. First she asked if I wanted to deactivate the lines, then she said Oh, you want to put number guard on so it can't be switched. Then when I finally got through that I wanted it removed, she transferred me to account services. I was on hold there for quite some time and when a service rep finally came on, she also put me on hold.
When she came back, she asked if I knew there was still a contract on both phones that I wanted to have it removed from (and all phones had the same contract date of Feb. 24 when they made the changes).in speaking with her at some length, she informed me she was not on the phone to negotiate with me, but to state the company's rules and regulations. She said all changes were agreed on by our company when we paid the bill and we had no recourse.
I explained that I found out about the changes with the current bill, and we had not paid anything. I have the name and code for the service rep that assured me there was no contracts but one. I feel that this company has acted in an unethical, illegal and fraudulent manner with our account. I wish to to notify anyone looking into Sprint for cellular service as to their underhanded and unethical methods of doing business.
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