Public Mediation

Who is your problem with?Sprint-Dispute-#1372709

S. N. vs. Sprint (Headquarters)
6391 Sprint Pkwy, Overland Park, Kansas, 66013, United States
Amount Involved: Other terms
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Statement of Claim
Complaints Involved (3) - View
Claimant says:
"I have had problems with sprint since July 2012. They have given me the run around, extra charged me, trapped me into contracts, etc.


The transcript below is just part of my problem. When I purchased three used phones, they told me I didn't have to upgrade my contracts. Now they have just sent me three new contracts in the mail stating I'm obligated until September 2012.


Chat ID: 734737957747287523


Customer:
Customer Name: Sandra Newman
EMAIL: snewmang@aol.com
Chat Type: General Inquiry
Chat Reason: I have been on the phone with Sprint for 1 3/4 hours. The last 3/4 hours I have been on hold while Delaine finds a Supervisor to resolve my issue. Should I just hang up?
Drew P.: Thank you for contacting Sprint. I am happy to help you. Please give me a moment to take a look at your account.
Drew P.: Let's move this chat and make it a window of its own. It will enable you to view other Web pages while we chat.

Simply click the white Yes button below now.
Drew P.: Moving this chat window helps ensure our chat remains active even if you move to a different page on the website. Please click on the white Yes button below now.
Drew P.: If you don?t select Yes and move to a different portion of the website, this chat window may close and you will need to initiate another chat session.
Customer: This is ridiculous. I have had issues with Sprint for 2 months now.
Drew P.: I understand your concern and apologize for the inconvenience. Please give me a moment while I research your issue.
Drew P.: Please hold a moment while I access your account.
Drew P.: Please give me a moment while I look into it.
Customer: ok
Drew P.: Thank you for your patience, I will have the information shortly.
Customer: I am soooo frustrated. I don't know what to do.
Drew P.: We have a special team of trained experts who specialize in providing resolutions to the issue that you have mentioned. This is the Advanced Support Group. Please hold a moment while I transfer the chat to them.
Customer: I am on an extra extended lunch break....trying to get this resolved today. Now I've been on hold for 1 hour 52 minutes
Customer: OK. Thank you Drew P.
Drew P.: Hi, I am Mason K from the Advanced Support Group. I am happy to take it forward from here.
Customer: Thank you.
Drew P.: Please give me a moment to quickly go through the notes.
Customer: This issue has gone on for over 2 months now.
Drew P.: I am sorry for the inconvenience you have been facing.
Drew P.: I will try my best to resolve your issue.
Drew P.: Thank you for your patience, I will have the information shortly.
Drew P.: Thank you for waiting.
Drew P.: I have checked the detail and found that you have contacted us many times regrading the the line that was upgraded due to fraud activity and you have canceled the line.
Drew P.: Due to this you have charged for the termination fee.
Drew P.: Correct ?
Customer: yes
Drew P.: Ok.
Customer: no
Customer: I didnt cancel the line.
Drew P.: May I have your concern in detail so that I can check the details ?
Customer: Sprint did, because my phone was traded in at a Sprint store
Customer: details? OK. You just told me there were notes on my account, but here goes.
Customer: On June 24, i reported my phone lost.
Drew P.: Ok.
Customer: On July 1, one of your representatives in the sprint store at hack cross and shelby drive allowed Anita Hunter to trade it in after she tried to activate it and couldn't.
Customer: On July 24 Sprint realized the phone was in their possession and put a cancellation fee on my account.
Drew P.: Ok.
Customer: Ive been constantly telling them...I don't want the line cancelled. They could just send me my phone back and reactivate it.
Drew P.: Please allow me a few more moments.
Customer: They refuse to send the phone back...telling me I need to purchase another one and reactivate the account before 45 days past 7/24 comes.
Customer: Why should I have to purchase another phone when you have my phone.
Customer: I got the line because I needed it. I had to go to Cricket to get a temporary phone while I allow Sprint the opportunity to resolve this issue.
Customer: If the issue is not resolved today, I will have to pay Cricket again.
Customer: My 45 days are running out.
Drew P.: I can understand your frustration and I do apologize for this again.
Customer: I have been your customer since 2004.
Drew P.: You are our valued customer and your satisfaction is really important for us.
Customer: Before this incident, I swore by Sprint and swore I would never go with another company
Drew P.: I am sorry for the delay.
Drew P.: I'm still researching the information for you. Thanks for your patience.
Customer: Earlier today Andrea in the fraud department said she could see where Chance on 8/23 said he would remove the $350 cancellation fee and allow me to get another phone for $.99. She said she was sure Sprint would honor that, since they do have my phone in their warehouse. That was very acceptable to me.
Customer: Then Delaine tells me they cant honor that and they I needed to speak to Supervisor Rachelle, who I'm still holding for....now for over an hour. I don't know if she'll ever answer.
Drew P.: Ok.
Drew P.: I still checking the detail to resolve your issue.
Drew P.: I'm sorry to keep you waiting. This is taking longer than I expected. I should be done soon.

















To contact Sprint Nextel, write to: Office of Privacy - Legal Department, Sprint Nextel, P.O. Box 4600, Reston, VA 20195.

View the Sprint Privacy Policy.

© 2012 Sprint. Sprint and the logo are trademarks of Sprint. Other marks are the property of their respective owners. All rights reserved."
...
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What Claimant Wants Hide
Just make me happy!
Claimant invites Sprint (Headquarters) to make a fair offer to resolve this complaint.
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Respondent's Counteroffer

There has been no response to this claim from Sprint (Headquarters). This claim will remain posted until resolved
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