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Report: #1498080

Complaint Review: Sprint/T-Mobile - Overland Park Kansas

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  • Reported By: Jonny Lock — Waymart United States
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  • Sprint/T-Mobile 6200 Sprint Pkwy Overland Park, Kansas United States

Sprint/T-Mobile Sprint refuses to honor terms of our agreement Overland Park Kansas

*Author of original report: Still crickets

*Author of original report: A week later...

*Author of original report: BBB Complaint

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We have been using Sprint for wireless service since April of 2014. Over the last 6 years, we have upgraded our phones 3 times. After adding a line in 2016, we have upgraded/purchased a total of 8 phones and a tablet, all with $0 down, on Sprint Flex. We are eligible for a device upgrade every 12 months. However, we see no need to do so, so we wait until our phones are on the way out to upgrade. Again, $0 down, monthly installments. Seeing as the two phone lines on the account have devices that are to the point of being non functional, approximately 6-8 weeks ago we made our first attempt to upgrade.

Sprint wanted full price for both phones. Small attempts were made at the beginning. The phones on their way out but still functioning. Over the last several weeks calling, utilizing Sprint's online chat, and even Facebook Messenger, the reasons behind the upgrade fees (1700 to over 2000 dollars depending on who we spoke with) changed like the mountain breeze. At first it was because the bill is a month behind. Well, the payment has always run a month behind. Isn't that how post paid plans work? Then it was our spending limit. If we just switch to autopay, it will lift our spending limit so high that we can purchase the newest, best phones for nothing down and a reasonable 24 month lease payment.

That was 100% untrue, we ended up with a $1600 spending limit, but that should have been enough for a manageable down payment. Still not approved. Have to pay out of pocket, $1000 per phone. Full cost. Up front. Sorry not Sprint's problem. But wait... I'm no math whizz, but 1000+1000 is 2000. Minus $1600. That leaves a $400 deposit for two phones plus the states 6%, and activation fees. I can live with that. My spending limit of $1600 had precisely $0 in available credit. Not sure how that works, but "associated calculated fees" was cited several times.

On Weds, July 22, we spoke with a retention agent named Corey. Explained everything to him. The hours wasted. Revenue gone. Clients literally gone, forever. Sprint cant do anything about the lost income due to their devices not working, and their refusal to provide the same or comparable service that I signed up for. After speaking with Corey for an hour, he has to escalate the problem above him. He assures me that it's a glitch on the account. Promises to contact me at exactly 1PM EST on 7/25 Tells me the problem is due to the merger with T Mobile, and the account crossing over.However, he took my device order, and promised to keep on top of the situation.

He swore that if the account was corrected sooner the equipment would ship, and he would call. But no later than 1PM Saturday. Man to man promise. (There were two unfruitful trips to the Sprint corporate store on Business 6 in Dickson City that blamed the merger as well [which rolled out 7/12/2020 but somehow effected the account prior to that date]) On Thursday, the 23rd, I picked my phone up from my nightstand when I got out of bed. Went to unlock/open the phone, and 1/3 of the screen is not functioning. I can see it. The touch function is stone dead from the power button up.

I proceed to spend most of the day Thursday trying to get someone to reach out to Corey, or his boss, or to his facility, or to anyone who could get a message to him that the escalation would need to be expedited. No one can be without a phone. It's a direct link to income as a mobile mechanic. Corey couldn't or refused to contact us, or the hours were wasted talking with customer service, account services, retention services, and executive services who didn't forward our message. At 3AM, Friday the 24th I was on an online chat with a rep. She promised me she was going to fix everything, just tell her how.

I told her I wanted the two new devices that I've been trying to upgrade to, my Airave signal booster returned, and the line switched to a third phone line. I wanted the new equipment hand delivered by a Sprint Employee by 10AM. I wanted the devices free of charge because of the run around, and that I would need an address to send an invoice to for the balance remaining on the billed time lost. Disconnected the chat. Woke up shortly after 10AM, on the 24th. No package. No missed calls. No emails, text messages, NOTHING.

From 10:30AM Friday the 24th, until well after 7PM, I was bounced from deptartment to department. With new excuses. Around 4pm, I was connected via facebook messenger to a rep in Executive Services. She asks to call. Which I of course said please do. I think at this point I was trying to set up service with a new carrier, but sprint locked my numbers. Megan N with executive services tells me a moment or two later that she called, but my phone went straight to voicemail. Amazing, considering it was in my lap, face up, no missed calls, etc, etc, while on a full 4g service signal. She tries again.

Call comes through, and now I have shown the company just one of the many problems with one device. Megan N proceeds to give me all the previous excuses, plus a new one; Nothing I'm concerned over matters because Sprint's Terms and Conditions dictate that Sprint is permitted to change fees and services associated with any part of an account at their whim. So I asked her (and subsequent other reps) to mail a physical copy, and email me a digital copy of anything I've ever signed agreeing to such an insane stipulation. Every person the request was made to flat out told me that no such document exists. Megan N kept pointing me to Terms and Conditions found on Sprint's website. So, I told her to hang on while I did her job as well.

The only information regarding changes made by Sprint, in the entire document, so far as I can tell, states this: "What happens if Sprint changes the agreement? We may change prices or any other term of your Service or this Agreement at any time. We’ll provide you notice of any material changes and may provide notice of nonmaterial changes. If you use your Service after the change takes effect, then you are accepting the change. You may have a rate plan, pricing, or services that are offered only if you are eligible and qualify. If at any point you no longer qualify and are not eligible, or if certain rate plans or services are no longer supported or available, please notify us or, in some cases, Sprint will notify you and give you notice of the change(s) to your plan or services.

If we make a materially adverse change to your Agreement, you may terminate the materially affected line of Service without paying an Early Termination Fee by contacting customer care within 30 days after the effective date from the notice, and providing the reason for cancellation. If we do not agree to fix the materially adverse change, then you may terminate your Service without paying the ETF. If you do not call us, and you cancel any Service within 30 days of the change, an Early Termination Fee will apply to the cancelled Services that are under a Term Commitment. Back to top" So, what sticks out, first, is that Sprint, by their own condition of service, MUST notify me of material changes to fees or my account.

I'd say having to pay $1000+ to upgrade a line that I've never spent more than $70 for sales tax on would certainly qualify under those terms, and others in the policy. I never received notification that financing qualifications changed. Megan N with executive services advises me that "device upgrades/financing arent included in that section". However she could not guide me to the appropriate statement, nor could she provide guidance on what the specific language of the statement was. At this point I started shooting emails off to the top of the Sprint food chain, members of the board. My call back scheduled for 1PM with Corey, the seemingly helpful retention rep who assured me he was fixing it, came and went. No call.

Well, I'm an understanding person. I'll be patient. At 10 after 1, Sprint calls. It's not Corey. Ifs a woman (didn't get a name, since my phone is trash), who states she is calling from the "office of the president" and that she was calling in regard to my complaint. I said ok... bring Corey on the phone, let's chat. Absolutely refused. I get all the same excuses as before regarding financing my phones. Then I get a new one... "Your payment for your phone, and finance options are based on your credit score" 1- my credit today is FAR better now than 2014, and I make significantly more money, with decreased monthly expense. 2- I never authorized Sprint, even once, during this entire process to run a credit check.

Now the rep back tracks... she misspoke. They didn't run my credit. They "just know my score". The magical erased spending limit. Etc. I asked her to have Corey call me and disconnected. I then proceeded to spend the rest of the day playing games with apathetic representatives who refused to answer any question directly. Finally.... FINALLY at 5pm, while on a call with one of Corey's team mates, who is doing all she can to make me believe she has no way to contact him, Corey calls. I give him the full story, and ask why he didn't call me when he said he would, why all of my requests for him to reach out were ignored, why I was assured by him repeatedly that the account is in good standing, the situation is caused by a merger glitch, and he would fix it.

Well, Corey got told off and hung up on, because Corey's attitude today was arrogant, poor and less than friendly. Sprint is 100% in violation of their very own terms and conditions they themselves put forth. As such, the waiver of the consumer (myself) in reference to litigation and regulatory agency intervention and forcing me into arbitration is void. I have already contacted legal counsel, and have been filing reports with all regulatory agencies that have even minor authority. I've even reached out to T Mobile, who tells me that I need to talk to Sprint. They arent understanding that as the parent of the disrespectful child, they are responsible for their offspring's actions. I want an agent from Sprint, and an agent fro, T Mobile who are involved directly with the merger to contact me. I want to be compensated for the time I lost at my business, the work I missed because clients couldnt reach me, along with relief for at least one perminantly lost customer.

This report was posted on Ripoff Report on 07/27/2020 01:54 AM 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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#3 Author of original report

Still crickets

AUTHOR: Jonathan - (United States)

POSTED: Wednesday, July 29, 2020

 Was promised by a chat rep resolution along with compensation, but have received neither

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#2 Author of original report

A week later...

AUTHOR: Jonathan - (United States)

POSTED: Wednesday, July 29, 2020

 Still "no financing available" yet my account says otherwise...

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#1 Author of original report

BBB Complaint

AUTHOR: Jonathan - (United States)

POSTED: Monday, July 27, 2020

 Sprint received my BBB complaint at before 6AM on 7/27. After 5PM I was contacted by a member of "executive services". She tells me she is investigating the complaint, and requests "a few days" to look into things. I asked her if she is up to speed on the situation. She told me she hasn't read the account notes, and hasn't even read the complaint, which is why she asked for a few days. Advised this is unacceptable, and a complete failure on her part to make a phone call without any information. I did not grant the caller a few days. I've wasted enough time. I generously told her that she had three hours to review the account and circumstances, and call me back. Of course she cant do that, her shift is over. Let that sink in. The person responsible to deal with the situation, calls a person who is beyond furious, without knowing ANYTHING, needs more time, and refuses to accept the time frame given. We are on MY terms and conditions now.

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