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 Sprint PCS lied to me
Posted Tue June 12, 2007 7:33 pm, by Lisa B. written to Sprint Wireless
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I originally started my Sprint contract in October of 2004, which made my contract valid until October 2006. In June 2005 I added a line to my contract, which restarted my contract, making it valid until June 2007. In November 2006, I was at a Radio Shack store and inquired if I was eligible for a new phone yet. I was told that I was. I received my new phone. After I reached home, I looked at my receipt and learned my contract had also been renewed for another two years. This was not a problem really, since I had been happy with my service with Sprint for the previous two years. I received a confirmation statement in the mail a few days later. The confirmation statement didn't include the unlimited text messages for $5 as I always had before, nor did it include my unlimited Sprint-to-Sprint calls. I immediately spoke with a customer service representative. She made the necessary changes. Before disconnecting with her, I verified that my contract was exactly the same contract I had before, which included: 800 shared minutes per month, nights starting at 7pm, unlimited Sprint-to-Sprint calls, unlimited text messages (on both lines), PCS Vision on my line, and the same Fair and Flexible plan, stating all minutes over 800 per month were charged at $5 for every 100 minutes. The representative verified this was true. In January 2007, I noticed my bill was higher than usual. I consulted a customer service representative on February 4, 2007. It turns out I was double billed for some of the minutes (I was charged for the same calls in January that I paid for in December). The representative, Margaret, saw the error and gave me a $94 credit. While on the phone with her I also learned that I actually had a plan that was 700 minutes, and my Fair and Flexible plan stated that all minutes over 700 were charged at $5 per 30 minutes. I stated that is NOT correct. I advised her of what I was told previously, that I was assured my plan had not changed, I simply had renewed my same contract. I told her I wanted my old plan back, with 800 minutes and Fair and Flexible for 100 minutes for $5. She told me she could not give that to me, because that type of plan did not exist any longer. I expressed to her my frustration that I was basically LIED to by the representative I spoke with in November, who assured me my plan hadn't changed. I went back and forth with her and even told her I would write to the president of the company, because I did not and WOULD not willingly sign a contract with less minutes and a ridiculous Fair and Flexible tier for the same price. No one in their right mind would. She couldn't assist me so she gave me to her supervisor, Vicki. Vicki listened to my complaint and sympathized with me that I had not been given accurate information. As a consolation, she agreed to "reset" my contract so that the renewal was eliminated and my contract would expire on its original expiration date of 6/3/07. This satisfied me, since I would not be stuck in a ridiculous contract that I never agreed to for two more years. On May 19, my husband and I visited another carrier (Metro PCS) and purchased phones and a plan thru them, for a cost of $262 (for both phones), anticipating our contract with Sprint ending on 6/3/07 as we were assured before. I called Sprint today to make sure my contract is terminated and was told by both customer service rep Megan and her supervisor Matt that the only notes from 2/4/07 were for the $94 credit. There is no mention of a promise from Vicki to reset my contract. At this time, my contract will not expire until November 2008. This, obviously, cannot be correct. I kept accurate notes and pulled the original notes from my files regarding the 2/4/07 phone call with Margaret and Vicki. Matt continues to tell me that my contract will not expire until November 2008 and that if I terminate it now, I will be charged $200 per line for early cancellation. This is another example of how Sprint has failed me since I renewed my contract. Prior to that I was a happy customer. At this time, I am stuck with this plan with Sprint, even though I was assured it would be ending 6/3/07, AND my new plan through MetroPCS. Had I known this would happen, I would not have gotten another plan and paid for phones! I find it convenient for Sprint that the supervisor Vicki made notes regarding the $94 credit but did not make any notes regarding resetting my contract. It is their word against mine, their records against mine. I did take accurate notes, little good that it did. Matt's final two offers to me were to allow me to either put my plans on "hold" for 6 months for a cost of $6 per line per month (at which time I would still be liable for the remainder of the contract or face the early termination fee) or to allow me to transfer my service to a friend or family. Neither of these options are acceptable. I was promised that my contract would end on 6/3/07 and I will settle for no less. Any assistance you can give me in achieving this is very much appreciated. Thank you for your time.
Reset my contract so that it will expire on 6/3/07 as promised, with no early termination fees.
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