Complaint Review: Sprint Cellular

Crammed is the FCC Consumer Complaints division term.

On or about June 23rd 2018, my wife and I decided to change cell phone carriers from Verizon (customer for over 10 years) to Sprint Cellular. We planned to use our same phones and enroll in the Sprint Plus55 Unlimitted plan, a special offer by Sprint for seniors. This special offer was to be $70/month for two lines, unlimitted voice/text/data with no contract.

At the time of signing up we were pressured into buying new phones which we were able to refuse. After refusal we were offered used phones that were an upgrade to our old phones at no charge. We were also offered some stereo equipment for no charge.

Less than a month later we received our first bill for about $750. A call was made to the Sprint fraud department who said they could see 5 phone lines now and 5 new phones all with contracts and insurance on our account. They also noted that 3 of the new phone lines had never been used. They stated that they had taken everything off the bill. A week later my wife received a text message saying that the $600 bill we agreed to pay was due. Another call was made to the fraud department who offered to fix this issue. It has now been over 3 months and there has been at least 20 calls made to Sprint regarding this issue. Each time there is a different result of amount owed. I have offered to pay any bill that can be explained. Each time I have gotten a different answer: We’ll call you back, your account will be credited, etc, etc.

Currently we are being held “hostage” with no phone service except data and text when on a WIFI connection. We have made 1 payment for the months used and can have our phone service restored with an additional payment for the items/service not agreed to.

I know these dollar amounts are faily small but I am hearing we are not the only victims. After returning to the original store months ago we learned that the manager that is the cause of all this (many others customers have had the same experince I’ve been told) had left the company within 2 days of our experience. I do not have any issues with that particuar store and understand there are dishonest individuals that can be found most anywhere. My complaint is with the company Sprint. It is clearly obvious and they have admitted that they had an issue with a dishonest employee yet their billing and finance department is being fraudulant themselves.