Complaint Review: Sprint

Most of my contact with Sprint is done online through their "chat" option, so I will always have documentation to back my claim. I recently changed plans with Sprint to save money on my monthly bill. I was paying about $179 and the rep said I would pay approx $155 after taxes on the new plan. I made the change.

The first bill I received on the new plan was not the promised $155, but had increased to $198. I was told the rep made a mistake. I insisted, as a long time customer, that they honor the agreement. I was told they could not make the necessary changes, but would have to refer my concern to their Escalation Dept. I received a call from the Escalation Dept and changes were made to correct the erroneous billing. Again, I was told my future bills should be approx $155.

My next bill on the new plan was $215. I knew I would have to talk to the Escalation Dept to have necessary corrections made. I have contacted Sprint 5 times over the past 2 days. Each time I have been absolutely promised and guaranteed that I would receive a callback from the Escalation Dept within 4 hours or less. I'm still waiting for a call. In my most recent contact, they even told the rep they had called me and left a voicemail message. Records will show that no call was ever made to me.

Sprint continually makes empty promises. I'm at a loss to what to do about my situation, but I can at least tell others: When considering cellular service, run fast and far from Sprint. Any gains you hope to make will be far outweighed by their dishonesty and your resulting headaches.