Complaint Review: Sprint - Nationwide

I have been a customer with sprint for 4 years now. I went through the first 3.5 years with little to no issues. Until I made the mistake of purchasing new equipment from them in November 2016. I called sprint in November to add an additional line to my plan, and lease two new iphone 7 plus devices. I spoke with a sales rep over the phone in the phillipines. He quoted me at $100 FLAT per month for the plan, plus $39 FLAT per month, per device for the lease. I told him I accepted these fees and would like to move forward. That's when he took the liberty of telling me, and I quote, "since you've been such a long time customer, we are going to give you a FREE tablet. No charge.". I made sure to verify with him TWICE,

that there would be zero charge initially for the device, and absolutely NO monthly fee. He guaranteed me that there would be neither. Thant it was completely free. So I told him I wouldn't turn down something free, and gave him the OK to send it with the phones. I get the phones in the mail a couple of weeks later, and everything is fine. A couple more weeks pass, and I see a bill for $605.44! I call sprint numerous times, and they tell me this is because of my old leased device, that they STILL haven't sent me a return kit for. I told them this is not my problem, and that this is their responsibility, not mine. If they want their phone back, they need to follow the protocal and mail me a return kit. They agree to take a

manual payment of the agreed upon $178 and promise me the return kit will arrive soon. It takes another week to get there (at thisd point, over a month). But when It does I expect the bill will go back to being normal, right? WRONG. Decembers bill comes in, and it's $548.16. At this point, I'm on the phone with them at least 2 to 3 times per week. Each time being assured that they are fixing it, and the bill will be normal in 24 hours (yeah, right). I get the same runaround every time I call. Bill due date comes up, and they take another manual payment of $178 (the agreed upon amount) and PROMISE me, the bill will be normal before the next due date. But who could have guessed, January's bill comes in, and

it's $420.97 (shocking, I know). Now, I've had at least a dozen custoner service reps and managers tell me that they are so very sorry and it will be fixed by now. So I expected to get the same run around this time. Nope. Turns out, their sales rep BLATANTLY LIED to me. The tablet was not free at all. There was a $17 per month charge for it, as well as a $350 bill they are sending me for the device. And the plan is no longer $178, now they want $220 per month. And they are demanding I pay the balance. None of them can tell me why on earth the balance even exists, but they claim that it must be justified, and that I MUST pay it. Now, I'm mad. And I remember that their sales rep told me something else. He told

me that there is NO cancellation fee on my account. And since the phones are leased, I can just send them back and cancel with no fees if I'm unhappy. So I tell them I want to cancel and send all the devices back. Well, shocker, that was another lie. The customer service rep tells me it'll cost $2,002 to cancel. I told them that is outrageous and ended ther call at that pount. After calling in several more times, and getting several different proposterous explanations, the next customer service rep quotes me $1,196 in cancellation fees, PLUS the unwarranted $420.97 balance to cancel. Bringing my fees to cancel up to $1,616.97. Who knows if that number will even stick. I have filed complaints with the federal

trade commission, the federal communications commission, the better business bureau, and the attorney general. And I plan to go to court before I pay sprint a dime. This is CLEARLY deceptive sales practices, bait and switch tactics, and an absolute lack of accountability. It's small scale extortion. No wonder sprint was sued by the FTC before and had to pay out millions for this exact reason. AVOID SPRINT AT ALL COSTS. I'll be telling all my friends and family to cancel their plans and spreading the word to every person I'm able to. Sprint is a bunch of LIARS and THIEVES.