Plan changes and overages.

Posted Fri June 1, 2012 11:24 am, by Russell F. written to Sprint Wireless

Write a Letter to this Company  |  Rate this Company

On April 10, I went to the Sprint kiosk at Penn Square Mall in Oklahoma City to get a new phone. Up until then I had an
unlimited minutes plan. Max (don't remember last name)pushed very hard to get me on a 450 min per month plan, saying that I probably didn't need an unlimited plan since more and more calls were cell-to-cell and didn't incur minutes. I said I was very hesitant to do so, since I didn't want to risk incurring
overage minutes. Max assured me that it is easy to monitor my minutes and I could always change my plan if it looked like I would go over the limit. He also assured me that if overage charges wound up on my bill for the first month of the new contract anyway, they would get removed. Around April 25, I did go online to check my usage and saw I needed to upgrade back to the unlimited plan. I used the online function to change my plan. However, the plan
change request apparently didn't go through and I was shocked to see I was being charged over $300 for overage minutes.I have spent several hours on the phone with Sprint. While they made several offers to reduce the charges or offer me a $25 certificate, no one was willing to acknowledge Sprint's error and remove the overage charges from my bill. No one responded meaningfully to the fact that no reasonable person --who had been paying $99.00 month
for years for an unlimited plan-- would risk incurring over $300 in overage charges in order to try and save $30 per month on a cheaper plan. One representative even tried to claim that I had waived my right to request a reduction because I had changed my plan back to the unlimited plan! Based on
everyone's behavior, I must conclude the following: Sprint deliberately is having its sales reps push lower plans to create exactly this overage situation to maximize profits. Then, it has its website "lose" upgrade requests when customers try to fix the situation.

I would like Sprint to credit me the minutes overage charges on my most recent bill, less the costs to upgrade the plan.