Complaint Review: Sprint Wireless - Nationwide

To whom it concern,

My name is Ethan Jxxxx and I have 4 lines with Sprint wireless. I have been an loyal customer for over 14 yrs. I have never had my service restricted or disconnected due to non or late payment.

In November 2013 I upgraded my wife and my daughter’s phone. They both got a Galaxy 3. About a month later my daughter’s phone stop charging.

I took the phone into our local Sprint store to have the phone fixed. The tech told me the phone can not be fixed and that they would send me a refurbished phone in the mail and that when the phone arrived we would need to package the broken phone in the postage paid envelope provided and return it to them. Which we were aware of the procedure because I have returned several phones in the past.

I received the phone on 12-16-13. I returned the damaged phone on 12-20-13. On 1-28-14 I checked my bill for the month of February 2014 on my phone as I usually do every month. I was shocked to hear that my bill was almost $700.00.

My bill is normally around $270.00. I quickly called Sprint to see what the issue was.  I was told that was cost of the phone because they had not received  the broken phone at their warehouse.

I told the representative that I did mail it on 12-20-13. I was put on hold so that can be verified. The rep can back and apologized stating that they had received the phone and that they will remove the charges from my bill within 24 to 48hrs.

On 2-5-2014 I checked my bill again and to my surprise my bill was still almost $700.00. I again called Sprint to see why the cost of the phone was not taken off my bill. The representative told me this time the package arrived but it was empty.

I was dumb founded, how can it be at first it did not arrive then next it did arrive and then the next time say it arrived but the package was empty. I was immediately suspicious and question their procedures. I was told that their procedures were fool proof and that their employees could never steal merchandise.

I was told that they will do an investigation because this had never happened before and they would get back with me. A few days later a got call from a supervisor saying that could not locate my phone and that they received the package empty and that I would have to pay the cost of the phone. She suggested I make a claim with the USPS because if something falls out of a package during transit, the USPS will send it to Atlanta.

Which we did and mailed the claim to Atlanta on 2-12-2014.In the mean time, I talked to numerous supervisors including but not limited to  Adam(phone#1-855-299-6131), Joshia(phone#405-603-7279), Rick Watts and to Janna(ID# BR22145/phone#423-299-6485) several times. I even spoke to Dan in the order support team to no avail. I was told by three supervisors that they would check into it and that they would call me back which I never got a return call.

So now I felt that they were avoiding me. One supervisor even told me not pay the phone charge but to just pay your regular bill for now until they can investigate it. Which I did continue to pay my normal bill so I was shocked again when my phones were restricted from making  or receiving calls on 2-6-2014 because the cost of the phones was not paid.

I called Sprint again and told them that a supervisor told me to do this and they then reinstated my service. Just when I thought it couldn’t get any worse, Sprint restricted my service again 4 days later. The representative told me that he would reinstate my service but gave me 10 days to pay the full amount or my service would be disconnected.

I was so stressed out over the whole situation and because of the fact that I have a wife that travels a far distance to work and I have two kids in college and I use my phone for work. I was pressured into paying the cost also because I could not get out of my contract right now. At the time we did not have any extra money so I had to obtain a payday loan to pay for the phone.

I thought I would wait 4 or 5 months to see if Sprint or USPS would find the phone. To this day, I have not heard anything from the USPS. So, today I contacted Sprint just to see if they had found my phone.

I was told they haven’t. I feel that this a rip- off because we as customers have no way of verifying whether they received the phone or not. If they do this customers on a regular basis then they could make a pretty good profit.

I am an honest and outstanding citizen, I also been a Police Officer for over 8yrs. I have no reason to try to deceive or lie about returning a phone.