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 Sprint's fraudulent renew of contract agreement
Posted Fri October 26, 2007 2:26 pm, by Kam W. written to Sprint Wireless
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This situation arises out of a very unfortunate event. On September 26, 2007, my mother was mugged and all her belongings, including her cell phone, were stolen. Since my mother's cell phone is on my account, I called Sprint to request that her line be suspended, in order to avoid any possible fraud. During that conversation, I also inquired as to the termination date of my contract. I was informed, by the Sprint representative, that the termination date was August 29, 2007 and I was out of contract at that time. My account has five lines of service on it. I have been with Sprint for over four years, however, in October, I decided, since I was no longer under contract, to change providers and transfer four of the five lines from the Sprint account to a new carrier. After transferring the four lines, in mid-October, I received a bill from Sprint, with a balance of over $1,000, representing the last month's service charges, as well as an early termination fee for each of the four transferred lines. I was confused as to the termination fees because, from my conversation with Sprint in late September, my contract expired on August 29, 2007. I called Sprint on October 21, 2007 to discuss this bill and was informed that on August 30, 2007, someone called Sprint and extended my contract for another two-year term. When I informed Sprint that neither I, nor anyone authorized to call on this account actually made that change, Sprint told me that the person who called "had the pass code to your account and extended the contract after Sprint offered a 10% discount." I asked Sprint why, when I called in September and asked about my termination date, I was not informed that my contract was just renewed, and, in fact, was told that it expired in August (1 month prior). I requested that Sprint provide proof of the conversation, such as the caller's name, or any other identifying information which I would be able to use to identify the person who called, however Sprint was unable to provide me any further details other than that the caller knew my pass code. They did not have a tape of the conversation, nor the name of the caller, which I found to be odd, since every time I have called Sprint, the first thing I was asked was my name and personal verification information. I requested to speak to a manager, to which the representative stated that a manager would investigate my claim and contact me within 72 hours. Having not heard from Sprint's manager, I again called them on October 23, 2007. I again requested to speak to a manager and was again told that I would get a call back within 72 hours. On October 25, 2007, having not gotten a call back from my previous calls and while dealing with the police about my mother's mugging incident, I called Sprint and spoke to Diane, a Sprint manager, about this issue. Diane informed me that the only information she had about the caller was that the caller knew my pass code. I told Diane that I did not make that call, nor did anyone from my family who had authorization to make changes to this account. I also told her that it did not make sense if I extended the contract (or anyone in my family extended the contract), why would I immediately switch carriers and risk paying such a large termination fee. Diane told me that she would be able to refund me the termination fees if I transferred the lines back to Sprint from the other carrier - implying that I cancel my new contract and pay an early termination fee with the other carrier. This "offer" was neither appropriate nor professional considering the situation. Sprint has, unfortunately, used my traumatic event and sensitive state of mind, to their advantage by billing me for fees which I should not have incurred. They are unable to provide justification or proof for their actions and cannot give me any information to identify the "mysterious caller". For an account decision of such magnitude, I think Sprint should have at least obtained the caller's name and some personal information. It is very unsettling to think that Sprint's policies are so weak that any person can call and make changes of this severity to an account without even providing a first name.
In light of this situation and my unfortunate circumstances, I am requesting that Sprint, as a good faith action, credit me for the full amount incurred for the termination fees of my four lines of service. Nobody authorized to make changes on the account made the change which Sprint claims was made on August 30, 2007. In fact, no call was placed, from any of the lines on the account, to Sprint on that date. Sprint is unable to provide proof of this conversation, there is no recording, no notes. The only proof they are relying on is that whoever called, knew my pass code. I am extremely dissatisfied with the level of customer service I have received during this ordeal and wish for this issue to be resolved amicably and quickly, so as to avoid any further complications. Sprint is clearly abusing their power over a vulnerable consumer. I would like to close this issue and be able to focus on catching my mother's mugger and concentrating on her well-being.
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