Complaint Review: Sprint - Nationwide

RIPOFF ALERT This has been an ongoing saga for 2 days now...when I know it can be done in a way that is apparently "not policy"...and Sprint wants to charge us 2 deposits. My number is on one acct with 3 lines, and I want to move it to my acct with 2 lines. We are not changing the total number of lines on either acct. All we want is for one number to be moved to the other acct, and a new number assigned to the existing line. 2 years ago, a Sprint Customer Service rep did this for us as a number change in a similar situation, just released one number then reassigned it to the correct device on the other acct. No headache, no hassles, no deposits or number change fee required. Now we're being sent in circles to do the same thing, with numerous Sprint employees unable to think outside the box, as they're too intent on ripping us off for a $100 deposit on one acct and an additional $50 deposit on the other acct.

After going in to 2 corporate stores, and calling in numerous times, no one can help so I've sent an email to Corporate Escalations ([email protected]). During just the last 24 hrs we have talked to 7 Sprint employees, and only 1 was helpful enough to at least start the process for us. Store "manager" Flash (yes, that's his name) was rude and yelled out acct details in the store, with other customers present and in hearing range. Spoke to someone in Sales who insisted I couldn't activate old devices on a new acct, I had to take new ones immediately, then transferred me to Customer Service when I insisted I had already been informed otherwise. Whoever the lady was in Customer Service was obviously on a personal call as well, as it rang a couple times, then when her line picked up she was speaking to someone in spanish; she hung up on me when I said "Hello" to get her attention. So I call in again...get Joey who just wants to transfer me to COR. I insist on speaking with a manager as COR wants to charge the deposits and we'd already been told by a supervisor previously that this could be done with no deposits. Supervisor Amy comes on the line after 10 minutes on hold, just to quote policy at me, not to look for or offer any resolution whatsoever. We ask for her manager, and after another 10 minute hold she tells me it's been escalated and a manager will call us back within 24 hrs. Yes, it took EXACTLY 24 hours for manager Joel to call me, who again refuses to listen or help, just quotes policy regarding the deposits. Supposedly he has escalated the issue to "upper management" when I informed him he was no help and I will wait for a response from Corporate Escalations.

In browsing their online forums, I found this gem dated 6/3/2013:

"To answer your two questions:

1. There is no required fee for the change of ownership process.

2. The easiest way to complete the change of ownership is through the forms, which do not required visiting an Sprint corporate store.

There is a requirement for both parties to call in together as part of the process; there would be no way to work around these necessary steps to complete the change of ownership. If you have any other questions feel free to let us know.

Thank you.

Charles G.

Sprint Social Care Team

So WHY are they trying to charge us TWO DEPOSITS now?!?!?!

Hopefully someone with authority and brains enough to think outside the box will be able to assist; otherwise, we'll see how well Corporate Escalations does, and if I need to put them all on blast on every social media page I can find Sprint on, along with filing a complaint with the Better Business Bureau.