I have just completed seven hours on the phone over the past three months with Sprint regarding a phone bill that is three times the amount that I was quoted in the store. The facts are:
- In June, I entered the Sprint Store located at 232 Andover Street, Peabody, MA 01960. A sales representative named Andrew Cutone was told that I wanted to add two new lines to a shared minutes and data plan. HE said that was what he was doing and that the MRC should be about $165.
- On or about July 5 I get a bill for $730 and I call customer care. They confirm that there is an error and that the bill reflecting a MRC of $180 will be issued no later than August 5.
- Upon receipt of my August 12 bill, I called again and was told that the person I spoke to had mis-spoken and that they could not be responsible for this
- They further stated that the two foot piece of thermal paper that they constite as a contract spelled all of this out and that it is my faulty.
- I of course told them that they said one thing and did something else and that the contract was too complex and too small to read at that time and that it is actually part of their process to say "This just says what we talked about", to get you to move through the line.
- I said that I thought it might also say that the sales reps name was Rumplestilskin and that they were claiming my first born and why weren't they taking him. He is a teenager and that would be worth the money....a little humor to a bad situation.
- I asked to speak to a manager and was told I could wait 72 hours. Really?
- After a long conversation four days later, I was told that they would fix everything and that they were sorry for the trouble.
- When I asked them for written confirmation, they of course said that they do not provide written confirmation......how convenient!
- I got my bill today and the bill is now $344 a month. Really? for three phones on the Framily plan?
- I called and spoke to Scott who put me on hold for 38 minutes to get his supervisor Eric.
- While on the phone waiting I asked Eric if he would stand for this if he were me. Of course he could not respond.
- Spoke with Scott to be told it was all my fault and then put me on hold for 27 minutes while I waited for a manager.
- While on the phone waiting I asked Scott if he would stand for this if he were me. Of course he could not respond.
- Spoke to Sara who was the worst of all, which is probably why she is a manager, and told me that I would have to wait for a call in beteween 24 and 72 hours.
- I told her that I work in a secure vault where cell phones aren't allowed and that I needed to be told a time or given a phone number. She refused.
- I then asked her if she was telling me I would need to take three days off to take your call. Her response was, you will have to do what you need to do to take the call....can you believe this.
So here is the Ripoff, they have misrepresented the bill amount, hidden behind a flabby piece of thermal paper that they rush you through, promised one thing and then the next representative was wrong but they can do anything, and I would have to pay in excess of $900 to cancel them!! Plus buy three new phones else where.
Oh yeah, they also do not have a publish consumer affairs line. Off to my state's attorney general I go!!