Report: #1008029

Complaint Review: Sprint Cell Phone Service

  • Submitted: Sat, February 02, 2013
  • Updated: Sat, February 02, 2013
  • Reported By: Paula — Acworth Georgia United States of America
  • Sprint Cell Phone Service
    6391 Sprint Parkway
    Overland Park, Kansas
    United States of America

Sprint Cell Phone Service Deceptive Business Practices Overland Park , Kansas

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December '2011 while shopping at a local mall I was approached by a Sprint Sales person, asking me about my current cell phone service.. I learned Sprint offered 6 lines to your plan, whereas my plan only permitted 5.. It got my attention, as my daughter was approaching her 12 birthday (the after next) and I wasn't aware there were "line issues" with these phone plans.. The next day I called my carrier and asked how many lines they allowed, which was only 5.. I called around and found most cell phone carriers that had coverage in my area allowed only the 5 lines.. Both my older daughter Christina and I began talking with the Sprint sales reps.. After speaking on and off for months, I finally went to the Sprint store in Woodstock, Georgia and signed on with them in November '2012.. I cannot emphasize how many times (remember, I had been speaking with Sprint reps for months now) I made sure that #1 my cell phone bill would be the same or close to what I'm paying for now (for the 5 lines) and #2 In one year I would be adding my younger daughter on to my plan (purchasing her the iPhone) for her 12th birthday gift..  I must say, Sprint reps would not tell me my exact bill per month.. They were very shady about speaking the subject.. The night I signed on with Sprint, what was suppose to be 30 mins, turned out to be hours-- It seems all the talk we talked about the "monthly cost" wasn't what was promised!! At one point my younger daughter got physically sick in the store, I ran her home leaving my older daughter to continue the check-out process.. I was gone no longer than 20 minutes and return to see the store closed!! I returned home to find my older daughter with contract and phones in hand.. Going over the bill once again-- is not what was promised!!! It was over a hundred dollars more than my previous carrier-- and I haven't added the extra line yet!!  I called Sprint that night to cancel the service.. The sales rep said that nothing could be done right now (it was late) and that I should call in the morning.. I wanted to not use the phones or the service, however the sales rep said not to worry, because technically I am using the service no matter if I open the phones and make a call or not..
The next morning I call Sprint, very upset explaining I had been speaking with sales reps for months, almost a year in actual talks.. And last night we were at the store for 3 hours, the rep allowed my daughter to sign the contract and walk out with 5 cell phones AND the cost per month was no where near what my prior service was charging us.. After a lot of wheeling and dealing with discounts, we managed to get the bill down to somewhat close to what I was paying (actually $10.00 more) my daughter ended up finding a 18% discount (vs the 8% aol email discount Sprint offered)  through a teacher's organization she belongs with. At first Sprint tried to deny being affiliated with them, I had to have the organization rep actually call Sprint and talk with them! I wondered why they just didn't lowest price they could and not complicate the matter with discounts and bonus, etc., 
Needless to say my husband was livid that we left one service to go to another and pay more money for less service! And he was right, our phone service really sucked.. Sometimes you have to hang out the window, standing on one foot to get the phone to actually work.. Sprint did send us the airwave, but it's not that great, though we don't have to stand on one foot-- we are limited to where we can or cannot stand in the house and talking on our phones..  I was looking at the big picture, that 6th line we were going to need for Kellie come November..  Kellie's birthday approaches and I call Sprint to "add a line"... What was suppose to be a happy moment ended up being a night of hell!! Let me say, it was at least 4 calls to Sprint first saying "yes" to adding a line, then it was "no",.. We kept getting disconnected at one point, I had to call back on the landline.. BTW, at the top of each call a rep asks for my phone number as so to call me back should we get disconnected (that ALWAYS happens when talking to these people with a problem) Never, and I mean NEVER had they ever called me back, it was I who called them (after waiting 5 mins) and had to go over once again the problem, what was said and by whom... Imagine calling back 4 different times, each time telling this story and quite possibly telling it again and again and again when your switched to someone else to help you.. It brings you to tears!!
After 2 hours I find out a 6th line CANNOT be added to the plan, although at one point I was actually ordering my daughter's phone, got as far as giving the rep my credit card number, mailing address, and she ask what color and puts me on hold to get me a telephone number---- all of sudden I hear absolutely nothing!! I actually wait 10 mins, praying she calls me back (after all she had the number and told me she was my go-to person and was going to see this through no matter what) She never called me back.... This can make the most patient person go postal!! How in the world am I going to call Sprint back now?? I was in tears... again..... I call and explain the the rep, he said "no" you can't add a line to the 5 lines.. I ask to talk to the rep I last spoke with, who was actually ordering the dang phone... It's amazing, they never know who the last rep you spoke with, but they can tell you what you did or didn't say... Anyway, I surrendered... I gave up... Forget the 6th line, but this guy found another way... I was having a flashback to when I signed on with Sprint year ago, the rep who finally got the bill down $100-- Why am I not acknowledging the red flag?? Long story short, the guy said there's a way I can do it and it would be the same money ($30.00) as adding a line... I'm like, are you sure?? I'm on the phone 2-3 hours now... He said to put my husband (who is NOT a smart phone) on his own and add my daughter to the plan.. I thought "why didn't someone say something like this earlier".. and then I ask him are you sure? He promised me profusely "Mrs. Little, I promise you it will not be any more than "adding a line" way... I'm saying "I know you say this now, when the bill comes in it's wayyy more than what you say and I cannot explain what you just explained to me now... " He assured me over and over, only the $30.00 plus tax.. So that means it should be around $270 plus change.. He said, yea around that...
Well, my daughter was so happy when her iphone arrived.. The day I dreaded came, and as sure as I breathe, the bill was over $100 more!! What ended up happening was that the Sprint rep put my husband's phone on his own plan (being he was the only phone that didn't have a data plan) with only 200 minutes a month.. This in mentally abusive-- talking to the reps is mentally abusive-- I tried to talk to someone 3 different times at Sprint (in the month of December) The reps were only interested in getting me to say that I actually requested that my husband be put on his own plan with his own minutes, and we never got past that... Finally I took to the internet and facebook.. I went on the Sprint page, had to "like" it in order to comment.. After a couple of days, 4 or 5 reps requesting I send them email with my information, one actually followed through with trying to help me.. He finally asked what I wanted.. I said I want to NOT pay any of the minute overages my husband made (since I wasn't aware and I did not order this plan) Believe me, my husband didn't have hundreds and hundreds of overage minutes..  I think his overages totaled in the ball park of $60.00 nor did I want that plan with my husband having his own minutes... I would have never agreed to that, I would have canceled his phone first... So rather cancelling my daughter's new 2 year contract, rather I wanted to cancel my husband's contract that is up in November this year, and NOT to pay a termination fee..  But first I need to know who much are the 5 lines, all being shared talk, text and date would be...
At this point, I haven't paid my bill and it was past due.. I want to add, I am NEVER late with payment and it was the first time and not because of lack of funds, I wanted to straighten out this bill first.. I didn't want to pay all that money, and then they tell me that they will "credit" my account.. My bill was $318. and change, and I wanted the $60.00 off.. So I paid them $60 less the balance.. Well, Sprint cuts my phones off!! In the meantime I'm jumping thru hoops by running to the post office and sending back a phone that sprint is suppose to refund me $5.00 and then they are to credit me $95.00 towards the termination fee.. I call the rep and explain, he basically says that the minutes were from the second month (he had the overage the first bill, is why I called disputing the change!!) whatever, I cannot take this anymore.. So I paid the $60 and he cut the phones on and was gracious and not charge me an activation fee...
I really did like this guy-- But I was thinking, I called about the bill being wayy over the $30.00 more than the original rep had promise.. Why am I paying the $318 when I called to dispute it in the first place!! It is why I haven't paid! I am no better now than when I got that bill.. All these weeks were for nothing... And now another $319 is due? Mind you, this rep told me now my bill will be $220 and change a month (the 5 lines/smartphones.. Putting my husband's phone on his own plan was again another error on Sprints part, over zealous sales representatives wheelin' and dealin' on one's bill, and when it's not what it's suppose to be or what the customer has been told, it's the customer who has to pay for a mistake made by the rep everytime!.. Make no mistake about it, I told everyone before the fact, what I can and cannot spend per month.. What I needed and wanted... I told them that my husband will not pay after a certain amount-- I cannot tell you what I have to deal with here at home listening to my husband go over and over again how I can allow this to happen.. There wasn't room for error as Sprint reps, myself and my older daughter had been speaking for months about jumping aboard the Sprint train.. I ate the cost the first time around when I signed on.. My only concession was that I was going to add my daughter to my plan, and I couldn't do that with no other company.. NOT! I found I left my original cell phone carrier for a carrier who charges me more money for less service, and has a customer service that continually lies and when they can't help you or choose not  to deal with you anymore-- rather connecting me to a  supervisor, the phone mysteriously disconnects and the rep never calls you as they promised to do so at the top of the call... Leaving you no choice but to call back again and go over it again, and again, and again and again....
Truly, this is mentally abusive... I cannot say how bad this has made me feel... I have no recourse, these people and company know that.. I cannot quit without paying a fortune-- I have to live with less than acquitted service, most of the time my phone don't ring inside my house because lack of service coverage (though it says it has coverage in my area)  I will not attempt to change or upgrade phone(s) We have to keep these phones throughout this contract even though some are needing to upgrade  due to wear and tear-- I will not change anything on my current plan, in fear that  a sales rep will do what they seem fit and when it's totally something I didn't ask for, it doesn't serve me I'll have to pay for it regardless of the misinformation I was fed... I feel like I'm a hostage-- I just wish I had taken a look at the Sprint FACEBOOK before signing on... Sure you see other services having their share of consumer gripes, but not the lying like you see on Sprints.. So many complaints are about customer service and their lack of respect... I hate them... This is one company I will not mind seeing close their doors.. I hope sooner rather than later.. This has been my experience... I wish I investigated the customer service before signing on... shame on me...
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This report was posted on Ripoff Report on 02/02/2013 08:52 PM and is a permanent record located here: The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year. Ripoff Report has an exclusive license to this report. It may not be copied without the written permission of Ripoff Report. READ: Foreign websites steal our content

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