Complaint Review: Sprint - Florissant Missouri

In February 2015, Guy and I (Connie) went to Sprint to purchase a phone for me. I decided on the iPhone 6 as the phone I truly wanted (Symphony) was too expensive. Also, there were ads on TV that stated no taxes to be paid, a new phone each year and no contract. There were 3 ways to pay for the phone; cash, "pay as you go" or lease. We specified that we wanted to "pay as you go" over 24 months.  Guy paid $50 per month for service, $20 a month for the phone, $13 for insurance plus taxes.

Over the months, I had many problems with the phone. We made several trips to the Sprint store. We began going to the Apple Store. I was able to get some things fixed over the phone by talking to someone at Sprint's customer service and also the Apple Store. We made 3 trips to the Apple store. The first time I was given a new phone. The phone was fixed the second time. The third time some issues were fixed, but we were told that the phone needed an entire new face which would cost $129.  I called the Sprint store and told the person I spoke with what happened at Apple. (Most of the people at Sprint have heavy accents and names are very hard to understand.)  I was told to go to the Sprint store again for someone to look at the phone. Later I was told by customer service that when I notified Sprint of the problem with the phone I should have been given a new phone the same day.

About 5 months ago, Guy brought to my attention that the phone should have been paid for and I realized he was correct. Talking to workers at the Sprint store did not get us anywhere, we were always told to call customer service. We began asking why Guy was still being charged for the phone when it was past 24 months. This went on for several weeks. Finally Guy was told he could pay $200 to pay off the phone. He opted not to pay this amount. I was told a customer service representative after speaking with two others, that Guy would be given a discount and if he paid $75 plus tax (which made it $89.10) the phone would be paid off. I was told the actual cost was $151. The representative said that she would set up everything from her end and all Guy needed to do was go to the store and make the payment. This was not so. No one at Sprint store knew anything about this. One of the salesmen called customer service and got a runaround. Finally this was straightened out and the payment was made.

About a week later, I received a text on the phone stating that Guy was $50 past due. I called to find out what the $50 was for and noone could tell me. Guy then told me to call Sprint and have the phone turned off. I called sprint and spoke to a woman who tried to convince me to keep the service. She told me they would give me a new iPhone 7 for $7 a month. She mentioned this several times, so I agree to this. Then she said she made a mistake, the payment was no $7 a month, but $27. I told her we were trying to get the payment down lower instead of higher. I spoke to another rep. Guy spoke with a rep. and asked her to turn the phone off. She put him on hold probably 40 minutes. He gave me the phone and I held on until someone came back. I was told that the service would be turned off at the end of the billing period, which would be the 23rd of the month (June). I called to make sure the phone was off and it was not. I argued with a woman who told me she could not turn off the phone as it was not paid off. This issue was finally resovled but the issue of the past due $50 was not.Sprint added this $50 back into the account.