Complaint Review: SPRINT Cell Phone Company - Nationwide

I have been with Sprint for over 14 years (since 2001). Over time, I have seen my cell phone bill increase from approximately $83 to $106 as of January 2016. It would just ‘creep’ up with no explanation as to why it was higher. I have never complained because I have not had any serious problems with my service and I do believe in the old adage, “If it ain’t broke, don’t fix it.” In February 2016, I called Sprint after seeing commercials for several moths offering people a $50/mo plan if they switched. I had been paying over $100 for at least 2 years and felt that, as a loyal customer, I should also be offered a better deal. I called in 2/2016 and the gentleman was VERY kind, spoke with his supervisor, offered and signed me up for the $50/mo plan. He explained that my bill should run between $59-65 after taxes. I was extremely happy – that was almost $40 that I was saving!

My first bill after that 2/2016 was $66.73. The next 3/2016 was $62.52. The following 4/2016 was $70.18 – again ‘creeping’ up. On 5/10/2016, I called and asked why my bill was so high when I am on the $50/mo plan. I was on the phone for at least 45 minutes and even transferred to a Supervisor. They were very nice - I wish that I had gotten their names – and explained that there was a mistake on my plan because it was entered for iPhones only and I do not own an iPhone. They stated that error was going to be taken off because it does not apply to my phone. They adjusted my bill and stated that I had to pay $62.01 (which I paid the next day) for the month of 5/2016. The young lady calculated taxes and stated that my bill should be no more than $59.03 on the next bill. I was glad that the mistake was corrected, but still a little annoyed. I explained that if it happened again, I would need to file a complaint with the BBB. They were adamant that it would not happen again and stated that they entered an “override code” so that the “ineligible phone” charge would not appear on the next bill. The young lady was truly very sweet and stated that she understood how I felt because she would not want that to happen to her. I explained my concern again because Sprint has a way of creeping up charges – example, the fluctuation in my bill since 2/2016. She and the Supervisor stated that it was corrected going forward. The following day, I received a voicemail from the Complaints Dept. (still on my phone) informing me that I could call if I still had an issue to discuss. I figured that I would wait until the next bill to see if it was actually corrected.

On 5/25/2016 at 11:20am, Sprint sent me a text that my bill was ready and to please pay the amount of $78.35 by 6/11/16. Again? Really? I immediately called and was highly upset. I spoke the representative who, when I asked her name, called herself “Lexi” (her real name was actually Alexis, as per her Supervisor, Louis). She, like the other girl, was super eager to help and said that she would correct it this time. I was annoyed and stated that I did not believe her because this was the same situation as last month and it was obviously, not corrected. She said she could fix it. She explained what I already knew – they added the ineligible phone charge. I told her that was the same error that was supposed to be corrected last month. She transferred me over to her Supervisor Louis. They were both curt and did not seem to care about the fact that I was signed up for a $50/mo plan and was paying far more than I should have. Louis came on the phone and stated that there was nothing that he could do for me. He said, “You were signed up for a plan that your phone is not eligible for.” I asked how that was my problem. Sprint signed me up for this plan and is now reneging on the stated contract explained to me in 2/2016. He said that is all that he can do and he was not going to correct the bill, nor enter an override because the computer will not allow it. I was highly upset at the fraudulent actions of Sprint – especially after 14+ years. I explained that I will switch providers and contact the BBB. He did not care.

After I hung up, Louis called back within 15-20mins and stated that he was going to help me by offering me a plan for $60/mo (how is paying MORE helping me?) and stated that Sprint would also give me $120 upfront to adjust the $10 fee assessed over the year – making it a $50/plan going forward. I would have to take the $120 all at once, though, and agree to this contract for a year. Since $10 off of the June 2016 bill does not drop it to $50/mo, I asked to think about it and I would call tomorrow to follow up. Louis stated that he would call me and asked if the time that we were then speaking (7:45pm) was a good time to call me back and asked on what phone number. I stated that yes, the time was a good time and to call my cell 347-XXX-XX70. He agreed. I explained this would give me time to contact other phone providers to see if changing was in my best option.

On 5/26/2016, there was no call. Louis never called. I had planned on taking the deal so that I did not have to switch providers and risk going from already bad to worse.  I was polite enough to wait over the Memorial Day 2016 weekend to see if Sprint/Louis would even bother. They did not because they did not care. They do not appreciate a loyal customer of 14+ years and showed it over time by ‘creeping’ up my bills and then the lack of follow up to their offer – which I was going to take! I have been disrespected by Sprint and thus, have decided to file this report with you.