Complaint Review: Sprint Moble To Moble - Shawnee Mission Kansas

In July I noticed my 10 year old daughters cell phone was beginning to recieve text messages from some service. I was later to find out it was a SMS service. By Aug. she was being spammed 20 - 30 times per day. This is a phone that isn't used by the way. It's sits in a closet! I call Sprint to inquire about the message and see if they can be blocked. The customer service rep Mandy does say we can block the service and she can't tell me exactly what it is but it's a premium service. I explain these text seem to be of an adult solition nature "Hi I'm Sally, Text me back and we'll chat" type thing. The customer service rep tells me I can't dispute the charges at that time but to call back when the bill posts on the 20th or 21th. On the 20th we phone back to dispute the $40 dollars in charges for the current bill (our next bill show $160+). Seems even though we didn't respond to these text every time they were received by the phone we were billed .50. We're told by Nancy, a new customer service rep she'll submit the disput and someone will contact us. We wait 7 days - no call - we call back on the 28th. Ask to speak to Nancy or Mandy - seems we can't - Hugo this new operator says they don't know who other operators are. We explain what's going on and ask for a status on the dispute. Hugo states there isn't any such practice and these charges are valid because we responded to them. I go through the story - received the spam text - deleted the messages - called Mandy blocked the service - called back to dispute filed with Nancy - calling to check - yada - yada. After explaining everything to Hugo many times and asking repeatly to speak with a supervisor Hugo says he doesn't have his supervisors number or the number for the SMS.ac service but he will call me back "TONIGHT" with those numbers "as soon as his computer gets back up". As I wait for Hugo I do my own research to find a number for SMS.ac. Call speak with their rep who explains that some one with my cell number with the email address of [email protected] in 2004 subscribed to their service and due to recent upgrades the number has been activated in their system and that's why all of a sudden we've received these texts. I got this number in June 2005 by the way. Seems good old sprint gave me a recycled number, which they didn't tell me, with this service attached to it. SMS.ac to their credit has offered to refund my charges but they do have several hoops to jump through - fax copies of your bills, fill out form, etc.. and in 6-8 weeks you'll get your money back. I call Sprint back and speak to yet another rep - go through the story and ask if they can credit the charges, dispute the charges, can we have the payment sent directly to them etc... We explained we didn't sign up for this service, we were being spammed etc... The rep did agree this was bad but unfortunately we were responsible for the charges. Even though it was their fault! So where's the customer service. Through their action of providing a recycled number that wasn't free of all "premium" services (which again they didn't tell me) they've put my account in financial danger. Their response too bad. She won't take a dispute or let me speak with a supervisor. I then emailed my issue to customer service via Sprint's web site. It's been 24 hrs, I have yet to receive a response. So I'm stuck, I have to pay $232 in spammed text charges or risk a bad mark on my credit report, cancellation or interruption of service. OH and the kicker to cancel my contract $200 per line!

Sprint will take no reponsibility for their failure, they won't repond to my request to dispute the charges until this can be resolved. They're a brick wall. So OK - I'm out of luck but don't let this happen to you. One don't sign up for sprint. They're expensive, continually dishonest and unresponsive.

I spend roughly $200 per month on my cell bill and I'm obligated until 2008 to renew or cancel my service. I will be cancelling, I've marked my 2008 calendar to notify me it's get out of sprint jail. So they've got my money for a bit longer but they're going to loose $2,400 + annually due to their unresponsiveness to $232 fradulant charge and poor customer service. Way to go Sprint!

Unhappy sprint customer

Va. Beach, Virginia

U.S.A.

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