I've been a Sprint Nextel customer since 2005 and I am disappointed to say that my favorite cell carrier became one of my biggest nightmares.
I work as a truck driver and I travel a lot in the U.S. And Canada as well.in 2008 I replaced the phone I had then with another one from Sprint that was advertised at a lower price if I was to renew my 2 year agreement. Until then all my incoming calls were free and I never got charged roaming in Canada but all was about to change. After a few weeks when I noticed I got charged, I called customer service and I was told that my plan changed when I replaced my phone. I was going to pay for all my voice calls from then on. I was a little bit confused because nobody warned me my plan will change once I renew my contract. I was aware of the charges incurred in Canada and I used my cell phone very often there to check my e-mail inbox, listen to music online and watch YouTube clips. Every time my bill came, it was no more than 200-300 dollars a month.
At the end of February I had to go to Canada one more time after a long break. My boss explained he had no one else to send there I was stuck with that load. As always I used my phone no more than what I usually use it for. After about 12 hours of use, while I was already on my way back home I checked my personal E-mail inbox and I found and E-mail from Sprint-Nextel warning me that my plan incurred more than $500 in Data Charges. I stopped using the internet immediately on both the phones I had with me. I contacted Sprint and complained about the fact that I never got charged roaming in Canada for Internet but they offered me a deal of 25% off which I refused. The customer service representative told me it is all they can do and they cannot reduce my bill any more. My charges were over 600 dollars in just 24 hours. I called and complained but I solved nothing. I told them I never got charged and nothing. When we were talking about my second line that incurred about 80 dollars in charges they told me they can cut the bill by 25% or 30 something dollars. I accepted the amount instead of the percentage because I thought it will reduce my 80 dollars bill more. The problem was that they subtracted the amount from the whole bill amount which was over 1.300,00 dollars. I called again to complain and I told the customer service representative that I need to disconnect my service. At that moment I got transferred to an account manager or supervisor who promised me a 50% discount that will take effect in about 12 days. I waited for 12 days to see what happens and there was no discount.instead I got hit with an 1,800.00 bill in the mail, they also disconnected me and made me pay the breach of agreement fees for all 3 of my phones and they announced a credit collector which contacted me almost immediately.
Like I told them I was entitled to an announcement before I got charged the 500 dollars and not after like they did. If my plan changed I was supposed to be let know by Sprint. Except the regular monthly bill and advertisements they sometimes send to the phone by text message I was never contacted by Sprint. I would like to know my options and if I am the only victim of this unfair practice or not. I am already thinking about seeking a lawyer's advice. Thank you
Sprint
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