For whatever reason, I’ve always liked Sprint. My first cell phone was on Sprint. Then Softbank bough them and I’ve had high hopes. I even switch the family plan to Sprint thanks to very enticing plans. I was happy… until now.
In September 2015 I switch my family’s phone’s from AT&T to Sprint. 4 new lines on Sprint with 4 new iPhone 6’s. In June 2015 my older daughter left the country for an 18 month stint. On June 8th, I contacted Sprint via Chat to go over my options. Here’s the transcript:
| Chat ID: 734180706214189185 | ||
| DATE/TIME: 2015-06-08 21:01:11 | ||
| Your chat transcript: | ||
| Customer : Customer Name: Don Smith EMAIL: don@smithstar.org Chat Reason: My daughter will be living out of the country for the next 18 months. What are my options for her phone? If I deactivate her phone, what will I be charged? |
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| Agent : We received your information and will connect you with a Chat Specialist soon. | ||
| Customer : are you a real person? | ||
| Agent : Before we begin, I’ll need information from you that allows me to access your account. Please provide me with your: * Wireless phone number * PIN (6-10 digit) |
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| Agent : Before we begin, I’ll need information from you that allows me to access your account. Please provide me with your: * Wireless phone number * PIN (6-10 digit) |
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| Customer : I have a family play. does it matter which phone number I give you? | ||
| Customer : xxx-xxx-xxxx <Older Daughter’s Phone> | ||
| Customer : XXXXXX is the PIN | ||
| Agent : I am in now on your account | ||
| Agent : What is her phone number on the account? | ||
| Customer : that’s the one: xxx-xxx-xxxx <Older Daughter’s Phone> | ||
| Agent : Thank you. | ||
| Agent : I can see here that the her line is under phone lease within 24 months | ||
| Agent : ‘ | ||
| Customer : yes, everyone on the account is in the same boat. | ||
| Agent : You need to pay the lease termination fee plus the End of lease amount if you want to cancel her line. | ||
| Customer : how much is that? | ||
| Customer : she will not be using it internationally. | ||
| Agent : I see. | ||
| Customer : so, here’s what I’m thinking… | ||
| Customer : first of all, what is the termination fee? | ||
| Agent : I am checking the termination fee | ||
| Customer : while you doing that, here’s my question. Can I take her phone (I’m on a corporate account on Verizon that I can’t change)? Then, my younger daughter could take my Verizon iPhone and stay on contract. | ||
| Agent : Yes, you can as long as the phone has no balance for lease payment. | ||
| Customer : it still has a lease payment, I’m sure of that. | ||
| Agent : Yes. | ||
| Agent : The lease termination fee is $540. | ||
| Customer : ouch. | ||
| Customer : okay, forget that. | ||
| Customer : I guess the younger daugher gets a phone… | ||
| Agent : Yes, It is because you need to pay the monthly payment fo phone lease plus the and of lease of the device | ||
| Customer : Yes. I will continue to do that. | ||
| Customer : you understand what I was asking about with switching phone, right? | ||
| Agent : She can assume the phone to continue the service and pay the lease monthly | ||
| Agent : Yes, | ||
| Customer : the Sprint iPhone is a 6, I wanted that for me, but I can’t take it off Sprint, right? | ||
| Agent : Yes, you can as long as the phone is clean and financially eligible for unlock to activate to other carrier | ||
| Customer : okay, good! next complicated question. my daughter that’s leaving the country. She wants to keep her number inactive, but she wants have it when she gets back. | ||
| Customer : is that possible? | ||
| Agent : Yes, we can put her line to a seasonal standby | ||
| Customer : okay. now, how about timing? | ||
| Agent : 811011613 | ||
| Agent : Seasonal Standby is only available for 6 months | ||
| Agent : When account is on Seasonal Standby, services are disabled | ||
| Customer : okay, then i can’t do that…. | ||
| Agent : However we can reactivate the line after 6 months and then we can put back to seasonal if she is still not available after 6 months | ||
| Customer : let me think about that | ||
| Agent : Sure. | ||
| Customer : when i do all this, do I need to take the phones into a sprint store? | ||
| Agent : if you want seasonal standby, you can keep the phone but still responsible on the monthly lease payment until the line reactiavte | ||
| Customer : I was thinking I’d park her number and let my younger daughter onto the account with a new number. | ||
| Agent : You can put her line on hold and you can add a new line with your younger daughter | ||
| Agent : ‘ | ||
| Customer : okay… thanks. I need to run. I will do this later this week. | ||
| Customer : will I need to take it to a sprint store? | ||
| Agent : Yes, you have an option to add a line at the store or you can call telesales team at this number 1-800-777-4681 | ||
| Customer : online means via chat, right? | ||
| Agent : We are unable to add a line here on chat due to security reasons | ||
| Customer : can I really do something that complicated online? | ||
| Agent : Here in Chat Support, we do not have access to the tools required to add a line of service. We have different teams and each department is specially trained to cater to each of our customer?s specific needs. To protect and keep the integrity of your account, these teams are kept in separate departments and have no access to the tools that the other teams use. All teams have the capability to view your account and its detailed information, however, we are limited to change only the part that we have access to. | ||
| Customer : Thanks Chris. You’ve been very helpful with my complicated questions. I need to go get dinner now!
<Note that I’ve deleted duplicate messages> |
In the chat I wondered if I use my older daughter’s iPhone 6 on corporate account I have with Verizon. I also wanted to know what the charges would be if I terminated my older daughter’s contract. After hearing it was over $500, I figured I should just keep the account active, but put that phone number on hold. Sprint offered to do “seasonal standby”, but I was afraid I’d forget to do something and loose her phone number. So, once the older daughter left on I transferred her phone number to a parking service and on 16-June I activated a new number on the same phone for my younger daughter. This I did over the phone and I was assured I would not be charged a $500+ termination fee.
Then I noticed that the July bill was enormous at $883.91. Normally it is just under $200, so I inquired again what had happened. Here’s the chat transcript:
| Chat ID: 742625231398830403 | ||
| DATE/TIME: 2015-07-27 14:23:28 | ||
| Your chat transcript: | ||
| Customer : Customer Name: Don Smith EMAIL: don@smithstar.org Phone Number: xxxxxxxxxx <Younger Daughter’s Phone Number> Chat Type: Billing / Payment Chat Reason: I switched numbers on of of the phones and not I’m getting charged a $500 charge for lease cancellation. This needs to be reversed ASAP. Passcode: xxxx |
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| Agent : We received your information and will connect you with a Chat Specialist soon. | ||
| Agent : Thank you for contacting Sprint. My name is Fred P.. I am happy to help you today. | ||
| Agent : I apologize for your long wait. Please give me just a moment to pull up your account and review the reason for your chat. | ||
| Agent : Thank you for waiting. | ||
| Agent : I can see here that your account is named under Don Smith. Currently the account does not have any unbilled charge for the lease cancellation. | ||
| Agent : This will not be billed as long as you did not discontinue your lease agreement. | ||
| Agent : Your total due for now is $0. | ||
| Customer : Lease – WEB-L-2769910 30-SEP-14 Leasing Device One Time Am $200.00 Lease Cancellation Charge Lease Agreement WEB-L-2769910 $300.00 |
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| Agent : May I clarify where are you seeing this charge? | ||
| Customer : on my bill. | ||
| Customer : bill date Jul 07, 2015 | ||
| Agent : Thank you. | ||
| Customer : one kid was using (xxx) xxx-xxxx <older daughter’s now parked phone number> but she’s out of the country for 18 months. so I my other kid is using the phone with a new number (xxx) xxx-xxxx <Younger daughter’s phone number> | ||
| Agent : Based on what I am seeing here there are 3 contracts still active on the account. | ||
| Customer : no. 4. | ||
| Agent : Thank you for your patience, I will have the information shortly. | ||
| Customer : xxxxxxxxxx, xxxxxxxxxx, xxxxxxxxxx, and xxxxxxxxxx <All 4 numbers on the account> | ||
| Agent : May I ask when did you request to change your number? | ||
| Customer : Mid to late June. I don’t remember the exact date. | ||
| Agent : Thank you. | ||
| Customer : you still there? | ||
| Agent : Thank you for waiting. | ||
| Agent : I have collaborated with my immediate Supervisor and do not worry, I will now create a case so that the charge on the bill can be corrected. | ||
| Customer : ok. | ||
| Agent : May I please ask for your best contact number and email address? | ||
| Customer : xxxxxxxxxx (my cell, sorry it’s not Sprint) and email is don@smithstar.org | ||
| Customer : when will I see this updated on the bill? | ||
| Agent : Thank you. | ||
| Agent : Please allow atleast 7-10 days for our dedicated team to review the contract. However they will be calling you early on your best phone number only during business days to provide you the details on the correction. | ||
| Agent : Please do allow me one moment as I am almost done with the case to be sent. | ||
| Agent : Thank you for choosing Sprint – we appreciate your business!
You?ll receive a transcript of our chat within a couple of hours at the email address you provided for this chat session or your sprint.comemail address if you signed in prior to chatting. We hope you?ll give My Sprint a try the next time you need to make account changes. Click:sprint.com/mysprint to learn how to manage your account from your favorite device. |
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| Agent : Please disregard my previous message. | ||
| Agent : Thank you for waiting. | ||
| Agent : I have successfully created the case for the correction of the charge on the bill. | ||
| Agent : Please expect a time frame review of 7-10 days for our dedicated team to review this for you. | ||
| Customer : when is my next bill date? | ||
| Agent : They will be calling early on your best phone number to provide the details of the correction. | ||
| Agent : Your next bill due date will be on August 27th. | ||
| Agent : It is still far from this date and do not worry, this will be all taken cared off. | ||
| Agent : I made sure that this will be done to avoid inconvenience. | ||
| Customer : okay. thanks. | ||
| Customer : much appreciated. | ||
| Agent : You’re welcome. | ||
| Agent : A note has been added to your account to capture the details of our conversation for other individuals to reference when they access your account. | ||
| Customer : ya, okay. I’m the only one that ever accesses it 🙂 | ||
| Agent : That would be great if you are the only one that can access the account. To avoid any confusion and so that you already know the process. Please keep your phone number on during business days as our dedicated team might contact you via call or email in regards to the case I made. | ||
| Agent : Thank you for being patient in our chat interaction, Don. I really appreciate it. | ||
| Customer : these things happen. Billing systems are not smart 🙂 | ||
| Agent : Thank you for understanding. | ||
| Customer : not a problem. thanks for your help. | ||
| Agent : You’re welcome. | ||
| Agent : You are the best! | ||
| Customer : okay, I’m exiting now. Thanks again for all your help |
I thought it was resolved, but sure enough the entire $883.91 was debited. So, I tried calling and chatting several times, but Sprint’s phone number isn’t readily available and chat does not always work. Obviously I want to get everything I can in writing. On August 10th, I tried chatting again:
| Chat ID: 745440059412273242 | ||
| DATE/TIME: 2015-08-10 10:01:51 | ||
| Your chat transcript: | ||
| Customer : Customer Name: Don Smith EMAIL: don@smithstar.org Phone Number: xxx-xxx-xxxx (Younger daughter’s phone) Chat Reason: I’VE BEEN BILLED FOR A CANCELED CONTRACT WHICH HAS NOT BEEN CANCELED. REFUND $500 ASAP. Passcode: xxxx |
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| Agent : We received your information and will connect you with a Chat Specialist soon. | ||
| Customer : I’ve already talked to sprint about this I need this issue to be escalated ASAP. | ||
| Agent : Thank you for contacting Sprint. My name is Jasmine D. I am happy to help you today. | ||
| Customer : I’m not happy Jasmine. | ||
| Agent : I’m sorry for the inconvenience caused to you . | ||
| Customer : this is a billing issue. can you help me? | ||
| Agent : Please give me a moment to review your account. | ||
| Customer : are you still reviewing or have you gone to sleep. | ||
| Agent : ys | ||
| Agent : I’m discussing your issue with my supervisor . | ||
| Customer : Agent : I have successfully created the case for the correction of the charge on the bill.
Agent : Please expect a time frame review of 7-10 days for our dedicated team to review this for you. Customer : when is my next bill date? Agent : They will be calling early on your best phone number to provide the details of the correction. Agent : Your next bill due date will be on August 27th. Agent : It is still far from this date and do not worry, this will be all taken cared off. Agent : I made sure that this will be done to avoid inconvenience. Customer : okay. thanks. Customer : much appreciated. Agent : You’re welcome. Agent : A note has been added to your account to capture the details of our conversation for other individuals to reference when they access your account. Customer : ya, okay. I’m the only one that ever accesses it 🙂 Agent : That would be great if you are the only one that can access the account. To avoid any confusion and so that you already know the process. Please keep your phone number on during business days as our dedicated team might contact you via call or email in regards to the case I made. Agent : Thank you for being patient in our chat interaction, Don. I really appreciate it. Customer : these things happen. Billing systems are not smart 🙂 Agent : Thank you for understanding. Customer : not a problem. thanks for your help. Agent : You’re welcome. Agent : You are the best! Customer : okay, I’m exiting now. Thanks again for all your help |
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| Customer : that was on the 27 of July. | ||
| Customer : just give me a phone number this is taking too long. | ||
| Customer : call me | ||
| Customer : I’d like to get refunded $500 ASAP or I’m disputing the full amount and taking my issue to the BBB/Facebook/Twitter and canceling my account. | ||
| Agent : I can tell you?re understandably upset. I assure you that I will do everything I can to help you today. | ||
| Agent : I understand how the situation can be frustrating. | ||
| Agent : I will do my best to get this situation resolved to your satisfaction. | ||
| Agent : To better assist you, I will connect you to a Sprint Supervisor. Please wait a moment while I transfer your chat. | ||
| Agent : My name is Katrina G. | ||
| Agent : Please allow me a few moments to check the details you have provided on this chat session. | ||
| Agent : I understand that you are concerned about the lease cancellation charges. I apologize for all the inconvenience you have experienced in this regard. | ||
| Agent : Are we connected? | ||
| Agent : I know your time is valuable and I would like to assist you in resolving any questions you have. Would you like to continue chatting with me today? | ||
| Agent : I haven?t received a response from you so I will be disconnecting our chat. If you require additional assistance, please visit sprint.com. Thank you for your business. You?ll receive an email transcript of our chat after the session ends. |
I was at work and getting frustrated with the lack of help from Sprint. I was expecting a call, but never got a call. Sometime between these two chat sessions I also called Sprint. I was told that a supervisor/manager had been trying to calling me, and even left messages. I asked what number they were calling… they were calling my younger daughter’s phone. She’s been instructed to not answer calls unless she knows who it is, and I had left my cell phone number MULTIPLE times as a point of contact. Again I tried to chat on August 26th, here’s that transcript:
| Chat ID: 742906876085214849 | ||
| DATE/TIME: 2015-08-26 13:41:34 | ||
| Your chat transcript: | ||
| Customer : Customer Name: Don Smith EMAIL: don@smithstar.org Phone Number: xxx-xxx-xxxx (Younger daughter’s phone) Chat Type: Billing / Payment Chat Reason: YOU PROMISED TO CALL AND RESOLVE AN BILLING ISSUE 2 WEEKS AGO AND IT’S NOT RESOLVED AND I’VE NOT GOT A CLL Passcode: xxxxxx |
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| Agent : We received your information and will connect you with a Chat Specialist soon. | ||
| Agent : Thank you for contacting Sprint. My name is Jasmine D. I am happy to help you today. | ||
| Customer : I NEED A MANAGER/SUPERVISOR TO CALL ME ASAP | ||
| Customer : MY CELL NUMBER IS xxx-xxx-xxxx | ||
| Agent : I’m sorry for your inconvenience. | ||
| Agent : Don,I’m going to arrange a manager call back on priority basis . | ||
| Agent : I understand your frustration and appreciate the opportunity you?ve given us to resolve your issue.What is the best phone number to reach you ? | ||
| Customer : I’M PRIORITY ONE. I’VE GOT A 4 LINE ACCOUNT AND I’VE BEEN TRYING TO RESOLVE THIS ISSUE FOR ALMOST 2 MONTHS | ||
| Customer : BELIEVE ME MY NEXT STEP IS SEEKING LEGAL ADVICE AND STOPPING ALL PAYMENTS… AND YOU GUYS MAKE IT JUST ABOUT IMPOSSIBLE | ||
| Agent : Its xxx-xxx-xxxx right ? | ||
| Customer : THIS IS AT LEAST MY 3RD TIME I’VE HEARD THAT A MANAGER IS CALLING ME BACK | ||
| Customer : SICK OF THIS | ||
| Customer : YEP | ||
| Customer : THATS THE RIGHT NUMBER | ||
| Agent : Thank you for the confirmation . | ||
| Customer : DO YOU NOT SEE ANYTHING ON YOUR SCREEN THAT SHOWS HOW OFTEN I’VE CONTACTED SRPINT? | ||
| Agent : Yes, i can see you’ve been contacting for the same . | ||
| Agent : That is the reason .I’ve engaged my supervisor with me and arranging a call back for you . | ||
| Customer : I’VE GOT TO WALK AWAY FROM MY COMPUTER NOW. NO CALL &eq; LEGAL ACTION. BYE |
Sunday morning at 8:29 AM “Kathy” from Sprint Escalation Executive and Regulatory Services, leaving a direct number and case number… but it was 8:29 AM on a Sunday. Not only was I not awake, but I wasn’t up checking messages either. I called her back today, (September 1st) and it went straight to voice mail, I left a message.
I’m steaming mad. I’m ready take my marbles and go to Verizon. …and and now I don’t like Sprint.
UPDATE 15-Sept-2015 The Saga Continues:
Playing phone tag with two different people at Sprints Executive & Regulatory Services that are supposed to be addressing this issue, but have yet to reach anyone with any sort of authority. Why this happened I understand, but why I can’t get it resolved is the part I don’t understand…
.... footprints .... 
holly grap they’re trying to steal your money with their rules