I called Sprint this morning for a breakdown of my phone charges, as my phone bill is at least $90 higher this month than it should be. Yes, I did upgrade to a Family Plan and add a line for my 15 year old daughter.
My complaint is this: Sprint says my daughter used 276 text messages over what's in my plan. I'm not DISPUTING this, I merely want to see what phone numbers she texts and what numbers text her. This account is in MY name, I pay the bill. Sprint tells me at first that "there is no way to track that information." To which I reply that I do not understand, considering its HER PHONE NUMBER texting another PHONE NUMBER—they can send me page after page of incoming and outgoing calls. Then they tell me it's a PRIVACY issue... That they are not allowed to give me that information. HELLO?! It's MY account! So, when I don't buy the 'privacy' issue, they tell me that I need to get a subpoena from my local law enforcement agency. I'm also told that "it's Sprint's policy not to disclose that, should you need information on text messages on your account, you'll need a subpoena to get it." So, I got the supervisor's name and operator # (Alicia VZ72093) and asked for a number to dial her directly. I was told there are no direct numbers into their call center.
So, after calling my local law enforcement agency, I try to call Alicia VZ72093 back. This time I get Andrew, who tells me again that there is no way to retrieve text message information. I explained to him that I talked to a supervisor named Alicia and her operator # is VZ72093. After being on hold for several minutes, he comes back on the line to inform me that Alicia VZ72093 does not exist at Sprint. And whoever I spoke with LIED to me—that there definitely is NO WAY to retrieve that information. After informing him that I no longer wished to speak with him, that I would prefer talking to his supervisor, I was again placed on hold. After six (6) minutes, someone at Sprint disconnected me. I am so furious! I am exploring my options today with other cell phone companies, and I'm determined to end my contract with Sprint as soon as possible. I have had numerous complaints with Sprint (especially with their customer service—one rep. Telling you one thing, another telling you something different.) They give me the impression that I need THEM way more than THEY need me!
We'll just see about that!
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