I first started doing business with Sprint PCS in the year 2000.in 2005 or 2006 I was switched to an employee account (I did not work for Sprint PCS, but knew an employee that placed me on his account), and in Dec I switched back to a regular Sprint account in my own name.
In late I started looking at other service plans due to becoming dissatisifed with Sprint's service. Among the many things that disappointed me was, but is not limited to, poor customer service and billing me for two plans in one period and not prorating when I switched service plans.
I spoke to a representative in late and expressed my on-growing displeasing sentiments towards Sprint PCS. I also advised him that I was considering switching to T-Mobile because they offered more afforable rate plans, and I had not heard of any problems with their customer service department. The Sprint PCS representative that I spoke with offered to switch my plan to something more afforable, and gave me free text messaging. I informed jhim that the only way I would make this switch is if I was put on a month to month plan (before I had a two year contract). If offered to switch me to a month to month plan (which altered my previous contract) and I accepted the plan. At no time, like Sprint PCS normally does, did he transfer me to the voice recognition system that would have renewed my contract for another two years. We hung up and that was that.
Several months ago I had another unsatisfying experience with Sprint PCS's customer service (I won't go into detail), and decided to transfer my service to T-Mobile since I would not be subject to an early termination fee, etc, since the prior representative had altered my account. I switched just before my last billing date, paid my final Sprint PCS bill, and thought this would be the end of my dealings with Sprint PCS.
About two weeks later, I received a bill in the amount of approximately $250.00. It said that I was past due and implied that my account was still under the two year contract... Which would mean it was not going to expire until December. I was outraged. I contacted several people within Sprint PCS, including a manager, and they refused to refund my early termination fee even though the rep I had spoken with months ago stated he had placed me on a month to month contract (this would have made the termination fee not applicable).in addition, they sent my account to collections.
Following that incident, I sent a complaint letter to the BBB, Attorney General, and the Federal Communications Commission explaining my problem with Sprint PCS. The Attorney General's office contacted them numerous, requiring account information to be sent to them, with no response from Sprint PCS until the AG threatened to subpeona them. Only then did I receive a phone call from Sprint PCS's anti-trust division.
I spoke to Dawn McCoy (Executive Services Analyst) and she said that they would "waive" the termination fee for me. She said it would be waived because when my prior account was transferred, they should have required a new phone be added instead of the old one (the old one was under my prior contract, and a new phone would have implied a new contract). At any rate, when they transferred my service I don't think they put me under a new two year contract. Here I am a little fuzzy.
After I spoke with Dawn McCoy, I continued to receive collection calls from NCO (the company that they placed my account with), and these calls did not cease until I cooresponded with Dawm McCoy again... Advising her that the debt was not valid and that I should not be receiving phone calls. Then she advised me that I owed them about $4 in directory assistance chanrges for the last month that were not paid (and I might add not billed for correctly), and that the calls would continue until the $4 was paid. I had to explain to her, once again, that my account should not be placed with a collection agency and that the $4 was never properly billed. I advised her that I would contact an attorney if the phone calls did not stop, and would not pay the $4 until I was billed for it. Finally, about two days later, the phone calls stopped. I received a bill for about $4 two-three weeks later and the amount has been paid in full.
With all of this being said, I still have a problem with Sprint PCS and this is why. They never addressed my initial concern that the original representative verbally altered my contract over the phone, changed my rate plan (which I requested), and gave me free text messaging. They should have documentation of this conversation and should have addressed this problem with the representative or his manager. As far as I know they have not done so. Here are the implications.
When verbally altering my account over the phone and not abiding by it, I feel that they committed wire fraud... When they billed me for the erroneous charges that constitutes mail fraud. I's not egocentric enough to believe I am the only person this has happened to, and this is the reason why I am making this post.
In addition, at one point about a year back, I changed rate plans with Sprint PCS mid billing cycle. When I received my next bill, not only was I charged the full amount of my previous rate plan, but the full amount for the new plan... All in one billing period. NOTHING was prorated. Sprint PCS finally took it off my bill, but was adament about stating that they did it out of goodwill and that they could, by law, add these full charges to my account. When is the last time you changed anything mid cycle, were billed for both plans, and nothing was prorated? I can not think of another company that does this to their customers, and I do not think it is a legal business practice.
If anyone out there has had the same problems with Sprint PCS, please make a formal complaint against them. The entities that you would report them to is the BBB, your state Attorney General, and the F.C.C. Or Federal Communications Commission. The above business practices are beyond unethical, some are not legal.
Chris
n/a
U.S.A.
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