Sprint, Nextel rIPOFF admitted mistakes but refuses to compensate, liars, fraudlant, rude customer service, ANYTHING FOR MONEY Overland Kansas

I have been a customer since 7/2004. When I first signed up I thought Sprint was a FANTASTIC company. They had great plans and great prices, customer service was just great. And since I work in customer service, I know what excellent customer service consists of. After having my service for about 5 months I decided to add another line, and of course the service they provided continuted to be nothing below excellent. But then something happened... I noticed approximately the begining of last year things started to get a little shaky, no big deal, every company goes through ups and downs. I was more than willing to deal. But I noticed a consistancy in how bad the reps were on the phone, rude and HORRIBLE accents! so I went into the local Sprint store and got to talking to an employee and told me they are now doing their outsourcing in India. I was pretty up set about that not only because of the rude reps, but the fact they took jobs away from AMERICA so they could pay them less money to increase their profits.

So time continued on and I just went with it, and everytime there was something on my bill that I did not authorize nor ask for, I just called and asked for it to be removed and not be charged for it. But this has gotten really annoying, then they started shutting off my phone. I would pay my bill WAY under my limit and then 3 days later my phones would be shut off again, and I would still be under my spending limit! So I wrote a complaint letter about how completely BAD I have been treated and that it was unfair I had take so many hours out of my very very busy sched. I work full time and go to school full time, I am very stressed, so I dont have the energy, time, or patience to deal with them. So I requested they waive my termination fee and discontinued my service. After about a month I finally recieved a letter from the correspondence department appologizing for my unsatsifactory experience and denying my request. At the bottom of their response it stated my 2 lines individually and when each contract would be up. Then it very clearly stated if I chose to terminate my ACCOUNT before the satisfaction of my contract I would be charged $150. Now normally its 150 per line, but this very clearly states if my ACCOUNT is terminated it will be $150. Reguardless of any contract I signed, now that they have made a mistake, I feel they should own up to it and only charge me this stated amount. Now I have called them TWICE on this matter, the first time the rep just gave me the run around and would not even admit to the possibility that what I stated about the letter could even be true. So I let it go for a while and just decided that I'm going to press on with the letter's statement.

I had just gotten my most recent bill and noticed yet even more charges that DID NOT belong. So I contested it, I went into the store thinking I'd actually get somewhere. The rep who helped me was very nice and helpfull, but was a former nextel employee and even admitted to how bad Sprint is and how many complaints they get. He got them to remove the charges, which were the Vision pack, insurance, and international calling. 2 of them I never requested and the third I had to repeatedly ask to be removed. So the rep he spoke with SAID all the charges would be credited back to my account and remove, thus turning my service back on, because it was $6 over the spending limit. So dispite them stating it only takes at the most a few hours to turn back on I gave it 24hrs just incase there was some sort of glitch. After my service not being restored I called customer care and asked why my service had not been restored and why my bill was still exactly the same. I told her I spent an HOUR AND A HALF at the store trying to resolve this and now I'm having to call yet again to get this properly fixed. Well the rep stated they had no evidence I had anything removed nor had anyone called to have it removed which is complete nonsense. Then I asked her to removed specific charges and gave me the run around every single one. So I just asked for a supervisor, yet again she gave me the run around and accused me of lying about every single charge! I was completely in shock that she had the NERVE to accuse me of lying. That is one of the worst things you can even do to a customer. She kept giving me the run around and FINALLY agreed to remove the charges and credit my account. So then I proceeded to bring up the letter. And I told her that it states $150 not $300 per line. She admitted to this being a mistake that who wrote it used the wrong sentence structure. I was like well, your admitting to this mistake? She said yes. So I told her that I should only be responsible for $150 of it because their employee messed up and its good business ethics to not let the customer take the fall for their problems. She didn't know what to say. So instead of giving me a good response she just stated that she was "correcting" the letter and that It should have stated $300. So I told her that she could not correct the statement of my letter and that they should be responsible for their actions. She said well you misunderstood what the letter meant. I said NO I DID NOT misunderstand, its VERY black and white what it says. If it was not a mistake it either would have said $300 dollars for the termination of the account or $150 per line if the account is terminated early. There was NOTHING to be misunderstood, she just refused to comply with the fact that they messed up and they should pay for it. NOT ME. I am NOT responsible for their mistakes. I have NO more pateince with these people and I never get anywhere. Then she tried to throw in that they have a recorded statement of me agreeing over the phone to the contract! And that I entered in my social security number, on two different occasions when I started and when I upgraded! Now this is completely something I've never heard of nor have I EVER done this. So I told her that if they have a recording of me then it is fraudlant. I also told her that I have never recieved the phone until the phone was programmed and ready for use, so meaning if anything was agreed to it was done by their employee and would make it fraudlant on their case because their employees are not following company proceedure. So She said she would forward my case to their "fraud department."

It seems to me that they just have various departments so they can delay or give you the run around.

So she said there was nothing she could do but she would take off the other charges. I told her thank you but this isn't the end of it.

What happened to them giving out their names and REP numbers to keep track of the rude ones so you can file a complaint?

I've also filed a complaint with the Better Buisness Buerau. I'm fed up and I feel sorry for anyone else who is still continuing buisness with such an obveously imcompetent company.

When this is over I'm not paying a single dime for termination fees and my bill will be correctly ajusted so I can pay the final amount I owe. Unless this is found to be fraudlant from day one, them I'm not paying anything and I will be seeking a refund for all previous months I have used their services because of their fradulant employees.

Andrea
anaheim, California
U.S.A.

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