On June 22, I asked James, the Sprint sales associate, for a Fair & Flexible familly plan. When we discovered that the deposit was more than our budget allowed, I asked for the Fair & Flexible individual plan. I received the phone, my receipt, and info about the activation & cancellation fees. I left the store.
On July 21, I paid $140 toward a $106 bill. I expected the prorated bill amt, the activation fee, and 1st month's charge.
On July 27, my phone service was interrupted. I called customer service. After an half-hour wait time, I was told the acct was fine; I had a $33 credit. As instructed, I removed & reinstalled the battery. I still could not make a call.
I placed a call to the Tech services. After waiting 32 minutes, I hung up.
I called the Tech services again Saturday morning. The representative asked for my home phone number and said he'd call me on that line so we could work on the mobile phone if necessary.
After 3 hours of waiting, I called Tech services... Again. After waiting another 20 minutes for a rep & another 30 minutes for her research, I discovered that I had $200 in overtime minutes at a rate of. 45/min! I told the rep I would take care of the matter in a store.
I returned to the Battleground store. I waited for 20 minutes before Matt Bush assisted me. He corrected the first of my two problems (James had recorded the wrong SS# during the initial visit).instead of listening to my summary of the second problem (incorrect plan), I waited an additional 15 minutes while he called Sprint. He received the same information I did about the overtime minutes.
The first I heard of the Power Pack plan was from the telephone representative. I was not advised of the cost of the overtime minutes. I thought I could pay $5 for a block of additional minutes. Since I had not agreed to that expensive plan, I wanted a credit and a change of plans.
I was told that since January, the Fair & Flexible plan does not exist. I was told I could not receive a credit. Matt Bush said that I should have "researched the plethera of information available about Sprint" before purchasing a plan. He said that I should have done this before coming to the store. He said that sales representatives are not responsible for giving consumers details regarding their plans. It is the duty of the consumer to obtain the specifics. According to Matt, although I did not agree to the Power Pack plan, did not receive information about the end of the Fair & Flexible, and although the overtime charges were not available on any material I received the first day, I am still entirely responsible for the charges.
I am reporting here. I have reported to a local newspaper, "The Rhinoceros Times." I will report this matter to the Sprint Nextel corporate office. I will report this to area "News and Record."
Matt Bush asked me to leave the store and not return. I told him I had already made that decision 10 minutes before the end of our conversation.
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