Complaint Review: Sprint PCS

Several months ago I called Sprint's customer service to report yet another problem with my service and to change my plan to raise my minutes. During the conversation I was told by the rep that I was to receive a free phone which he explained was probably to compensate for the numerous problems I'd had with both the service and the customer service staff.

I questioned if it was higher quality than the one I had because if not, then I had no need for it. He assured me that it was brand new and still in the box. Looking back now I think, "What new phone wouldn't be in it's box?" But anyways, hindsight. He mentioned that I could also use it as another line for "maybe a boyfriend or family member". I specifically told him that I did not want a seperate line and that I only wanted the "free" phone if it was a nicer phone. I was convinced it was and agreed to receive it.

The phone I received was a joke. A joke on me. My phone is equipped with a camera , web access, this phone was a basic model. I mean bottom of the line, flimsy plastic, play toy phone. I called to complain again and was told basically, it was a free phone what did I expect?

When I changed to another carrier I was told I would receive a final bill from Sprint. When that bill came I was charged a fee for both my phone and the "free" one they sent me. See what I didn't realize is that they had changed my plan to a family plan. I had changed my plan that day anyways so I could have more minutes so I never checked my plan.

I paid my bill online. I never sat and looked at the bill I just paid it. Huge mistake, one I won't make again. I am told now that there is nothing that they can do. That it has been too long and the phone that I never activated and the number that I never authorize I have to pay $150 cancellation fee. Bringing my bill to over $300.

I am a single mother and rely on my phone for numerous reasons. I am appalled by my treatment. Outragous fees and a customer service staff that will hang up and put you on hold for rediculous lengths of time. I am a reasonable person and I will, with no qualms, pay for the phone that I used and cancelled but I can not believe that I have to fork out $150 more. Some Family Plan!

Cara
Roseville, California
U.S.A.