I have two remaining cell phones on my netel/sprint account with 1 year left on contract, 1 phone my personal phone, 2nd phone a belonging to another person whom has no information regarding my account except the holder of that phone.
On 7/4 this person "Paul" contacted nextel throught his cell phone 2393490317 was denied access to my account information around 10 am due to not having the access passcode to my account.
Around 1pm on 7/4 this individual "Paul" contacted sprint/nextel once again from his cell 2393490317 or home 2392170668 his exact words were he sweet talked the rep from sprint/nextel when she asked for the access passcode to the account and she procedded to review my account with "paul"
The representive from sprint/nextel gave him information regarding my last two remaining contracts, payment history, past due balance, methods used to pay my account (internet/phone payment), payments made by matercard/debit, due dates, address. "Paul" has never had nor does have the access code.
He contact my boyfriend Ed at 1:22pm and I and explained the details of my account, appauled we rushed home to contact sprint/nextell.
I asked to speak with a manger only when calling at 2.42 pm 7/4 Sherry placed me on hold to do that, got disconnect, called back Jessie 2:50 pm placed me on hold to transfer me to a manger.
2:54 John from data answers my call asked to speak with a manager once more he stated he would transfer me but would like to know the issue of my problem.
So I kindly explained an unauthorized individual accessed my account information without the access passcode to my account.
John was nice enoughto pull up my account after I verified my passcode/and name on the account and said yes he saw "paul" called around 10 am was denied access sue to not having the access passcode to my account, then another call at 13:00 some odd min my account was accessed again.
John then proceeded to ask if I was calling from my home number right then, yes I am I replied he then stated he would place me on hold and get me with a supervisor.
I was then connected with Jamie our conversation went NO WHERE, she said their was only the 10am called which was denied and an authorized call and my current call starting at 2:42.
I asked why and how could someone access my entire account by phone with your employee with out my passcode.
Jamie said she could not give me an answer and to lower my voice, sorry I talk loud!
I told her they accessed my payment history, balances, contract information, payment method internet/phone paid by my master/debit not to mention my address.
Her exact words were "I can not answer that for you, but what would you like me to do?"
Appauled by her unconcern and ability to answer why this could happen I asked for someone higher up who could answer my question.
The reply was their is no one else.
Ok then someone needs to find the answer due to the fact I am not at risk for ID theft!
Wouldn't you be concerned if it were you I asked.
Jamie replied that all she can do is investigate but she sees nothing to but she will do that, and what do I think should be done?
Appauled by her extreme lack of concern, I replied fire the person whom gave out my personal information, and now disconnect the two phones on my account I no longer feel safe to conduct business with your comany any
longer.
Well there is a $200 fees to do that per phone I hope you know she replied. I told her I should not have to pay that, I do not feel safe conducting business with them & I will contact the BBB for sure and anyone else maybe an attorney to.
3:11 Jamie connected me to Jeff to disconnect my service.
Jeff proceeded to ask for account # or telephone # and onece more "what is the passcode for your account" and the name on the account and am I that person?
After all the security questions, Jeff asked why I would want my services disconnect? I explained indetail the facts.
Jeff then stated he could put ryder with a pass code on the account to protect my account.
I explain I already had the passcode since I first began my services with them, and everytime ed burlew called with my passcode I had to verify to themn he was authorized.
Yet "paul" with no passcode, nor authorization accessed my entire account with your repsenative around 1pm today.
I feel unsafe to continue my services at this time, the comapny has violated my privacy, and personal information.
Jeff informed me that the services could not stop today, as I request but would end on July 20th and a $200 fee and taxes would be applied to each phone.
I stated then I do not understand why I should have to pay it since they breeched my privacy and personal information on my account with out authorization.
Thats our policy he replied. I said we will see I will fight it anyway I can!
Jeff gave me the conformation code for my disconnection.
The phones are off today 7/5 cause I did not pay my past due which I'm glad!!!
Im appauled a disconnection tech (Jeff) tried to offer me more help than a Customer Service Supervisor, I have had a total of 4 phones with nextel/sprint since 2005 2 contracted ended in june and 2 were left with a year.
I was planning to call to get 1 new phone service on my account with them today after paying the bill. Glad I found this out before I contacted them to add another phone to my account.
I think the fee for early termination is appauling in this aspect they violated my trust, personal information, and my privacy rights. I would never do buiness again with them.
Bridget
North Fort Myers, Florida
U.S.A.
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