BBB of Greater Kansas City
8080 Ward Parkway, Suite 401

Kansas City, MO 64114
Phone: (816)421-7800
Fax: (816)472-5442
Email Address: info@kansascity.bbb.org
Website: http://www.kansascity.bbb.org

Here is a brief outline of my recent troubles with Sprint. I will spare the remote past and simply outline the most recent issues of the past 4 months.

July: I attempted to save money by changing my plan to get rid of the internet service on my phone. My next bill showed $75 charges for internet “streaming”,
despite having specifically removed all internet capability one month prior. The issue was eventually resolved after more than 2 hours on the phone.

August: I received an outrageous bill for $781, mostly for roaming charges in San Diego. The issue was eventually resolved after more than 4 hours on the phone, and only after I agreed to revert back to my previous plan (which I did not want to do, but it was my only option, according the customer service representative).

October: I was charged $155, reportedly for “Overage: 187 Additional Anytime Minutes.” However, when I analyzed my bill, those “overage” minute charges were mostly (at least
140 out of the 187 minutes) for calls made to other cell phones (please note that I was told I have free/unlimited mobile-to-mobile calls). After being transferred between 3 different people at Sprint, I was finally told that the charges were
actually due to roaming charges. When I asked to speak with a manager, I was told that not all of San Diego has Sprint coverage (???), which I find interesting/unacceptable for a major metropolitan area
(and wish I had known sooner). In addition, my plan ironically states “America – Roaming included”, yet I am obviously being charged for roaming calls. After 2 more phone calls placed to Sprint, I was told that I should have “set my roaming settings on Sprint only instead of automatic,” and therefore the issue was supposedly my fault. However, once I was referred to technical support (after speaking to 2 people before him), he told me that that particular option is not available on my phone. Therefore, there is no way that I can prevent, block or drop roaming calls. Which leaves me in quite a conundrum. I have no
idea when I am roaming while in the city proper of San Diego, my phone can not drop/block roaming
calls, and yet I am being charged excessive amounts for roaming charges. The issue still has not been resolved after over 2 hours on the phone with Sprint.

In addition to those specific troubles, the customer service at Sprint is deplorable. The wait times are almost unfathomable, and not one person can ever help with the problem – I am continually transferred
between 3-6 people, per call. And each time I am transferred, the next service agent knows nothing about my problem, and starts with “Hello. Can I have the cell phone number and name of the person I am speaking with?” I would estimate that 60% of the representatives are rude and unhelpful. The last person I spoke with – a manager in the finance department – actually hung up on me when I asked how I
could file a complaint in writing. It is all entirely unacceptable.

In addition, I continue to have the same problems over and over again.

After my $781 bill, the Sprint representative(s) agreed that being charged for roaming in a major metropolitan area should not happen, and the charges were eventually removed. Two months later, I have the exact same issue (except it has not yet been resolved). When I asked how to prevent this in the future, I was told to look for a blue arrow icon on the screen that will show up when I’m roaming. However, when I’m on my phone,
I’m obviously not looking at the screen, so I asked if there was a way to drop/prevent incoming calls if they are roaming. One representative told me it was possible and transferred me to (yet) another department, who then (after waiting almost 10 minutes) told me it was actually not possible. One of my biggest concerns with Sprint is not knowing how ridiculous my bill will be the next month. Roaming
charges of $781 …$155…what will it be next month? And more importantly, how much time will I
have to spend on the phone getting it resolved?

I have spent almost 8 hours on the phone with Sprint in the past 4 months. Eight hours out of my busy day, which obviously affects my productivity at the hospital. I think that Sprint is an abominable business and has completely incompetent customer service. As soon as my contract is up in January 2011, I will undoubtedly be leaving Sprint after almost 10 years, yet another dissatisfied customer.

If i do not get this resolved soon i am leaving sprint.

I had canceled my account back in July of 2010. I continued to receive billings and contacted customer service where I was assured by Rep Id:339480 that my account was now closed and I would not receive any further billings. I continued to receive billings and letters that I had better pay my account as it was very over due. Finally, November 3, 2010 I tried again to rectify a problem I was told was already rectified. Requesting a manager this time to assure me nothing would be on my credit report due their negligence. A manager from New Mexico, USA named Art Rep Id: 232396 credited my account to rectify the initial issue of three months ago. I inquired about my credit report. He told me that nothing would be on my credit report because the company does not report to them, although he would not put something in writing to that effect.If it is not the SOP of the company to report to the credit bureau then why won’t he stand behind his words and put it in writing? Something does not add up here to me. He is unwilling to stand behind what he has told me. How can I truely be assured this will not be on my credit report without checking myself and lowering my score?