My story with Sprint

Hello to all--
This topic has probably been covered, so please bear with me.

I signed up with Sprint in fall 2001. Got a good deal on a phone.
Everything was fine until this summer, when I moved to the east coast
from the midwest, where my calling area had been. First, Sprint didn't
want to give me a new phone number to go with my new calling area.
Then, they stopped sending paper bills. Next, they wouldn't change my
billing address from Kansas to Connecticut, so I couldn't make
payments with my VISA checking card. My check card always worked in
Kansas, but as soon as I moved out here, I couldn't make payments at
all with my new card, using my new bank account, even though my
mailing address through my bank and address through Sprint's billing
dept was the same (same zip code, etc.).

Finally I went to the Sprint Store to get this fixed, and they
couldn't help me. They made me call Sprint myself using a phone in a
small room. The Sprint cust svc rep said she would correct the address
problem. I also gave her my checking card number over the phone to pay
my bill for the two months I wasn't able to make payments. She said
she would wave the payment fee ($4) and would start sending me paper
bills again. She also gave me a new calling plan that was 700 anytime
minutes and 3000 night/weekend minutes, for $41.95 per month. I
thought this was very generous and I was happy with the new plan.

Well, to make a long story short, after several additional attempts,
the payment issue was never resolved; they would never accept my
checking card, no matter how I tried to use it (online, on the
automated phone system or through a rep), they NEVER sent me another
itemized paper bill, and to top it all off, I moved to a small town in
Connecticut, and there is no coverage out here at all. All this while
I kept receiving odd messages on my answering machine at home
demanding payment for a bill that was never itemized nor delivered.
Every time I'd call in, asking for a paper bill, the reps would tell
me to look on the website. I told them, "I don't have Internet
access", and they replied numerous times that I *had* to get online to
view my bill.

So finally I did this. What I noticed is that for each month after I
moved to Connecticut, May 2003-present, the total amount I owe each
month is different. Even though my plan is $41.95 (and I NEVER use
more than 60 minutes of talk time per month--well below my limits!,
and never used Wireless Web, or any other misc. service), my bills
were inconsistent --- $56.80 on month, $72.44 the next month, etc. up
to and including August, which was $110.89!! After everything else
I've described, after not being able to make payments with my VISA
check card after I moved out here, I finally gave up dealing with this
company after they refused to adjust my bill or explain my excess
charges.

Last week, I demanded that my service be canceled at once (which
didn't matter; they'd turned off my service without telling me at the
beginning of September). They refused to cancel it upon my
request--some b.s. about "waiting until the end of the billing cycle".
I ordered them to turn it off and cancel it, which I have the right to
do so (it's in their contract). They refused to send me a paper bill
(again!!) and refused to stop calling my home telephone and leaving
the stupid pre-recorded messages ("This is an urgent message from
Sprint PCS, your wireless phone provider...."). They threatened to
"turn me over to collections" if I did not pay my bill "immediately".
I told them I would make no payment until the excessive charges on my
bill could be explained and justified. They refused to go over it with
me, and indeed they put me through three reps during one of my calls,
and nobody would assist me with this. They still could not explain why
my VISA card would not work, even though they had *on record* that I'd
attempted to make 5 payments with it throughout the summer. (My card
works with every other bill I pay each month.) They started demanding
that I give them the numbers to my checking account over the phone. I
said, "Are you serious?!" I wouldn't trust any of them with that
information. After wrangling with several other reps, and getting no
where, I said, to hell with you, and hung up.

So, now they will not let me out of the cancellation fee, and they are
forcing me to pay a total of $360 (which is the $150 canc. fee and
other charges) and they're leaving threatening messages on my home
answering machine). I don't feel justified in paying the $150 fee for
service that has been as ****ty as this. I will pay for calls that I
made, but nothing else. I am willing to take this matter to court. I
am schooled in contract law (I work in the insurance industry). There
must be some way to get out of paying this fee. If I get out of paying
the fee, I would be willing to negotiate the difference with Sprint
for an amount of money I feel is justified.

Thank you for reading this... If any of you have had similar
experiences dealing with Sprint, please let me know. Also, if you know
of a concrete way to not have to pay this fee, also please tell me.
I'm just out of college and money is really tight, and even if I had
$150 laying around, I would never let these lepers have it. My email
address is [email protected].

Nick

PS--Even though I started a new calling plan in May 2003, they don't
even have this on record. They claim I signed a new Advantage
Agreement in February (?!). Would someone please tell me what they're
smoking?

---

› See More: My story with Sprint

In article <[email protected]>,
Nicholas Gemas <[email protected]> wrote:

> [email protected]

about his grief. But some Sprint apologist will figure out how its his
fault, and SPIN again how Sprint Customer Service is getting better.

"Nicholas Gemas" <[email protected]> wrote in message
news:[email protected]...
> PS--Even though I started a new calling plan in May 2003, they don't
> even have this on record. They claim I signed a new Advantage
> Agreement in February (?!). Would someone please tell me what they're
> smoking?

Does Sprint have any evidence of your affirmative consent to a new Advantage
Agreement (e.g., a voice recording)?

<<I moved to a small town in Connecticut, and there is no coverage out
here at all.>>

First off, if this is the case, you have/had every right to cancel your
service plan as it is Sprint's responibility to provide you with
adequate service. If they cannot, then they cannot charge you a
cancellation fee since they are not holding up their end of their terms
and conditions.

<<All this while I kept receiving odd messages on my answering machine
at home demanding payment for a bill that was never itemized nor
delivered. Every time I'd call in, asking for a paper bill, the reps
would tell me to look on the website. I told them, "I don't have
Internet access", and they replied numerous times that I *had* to get
online to view my bill. >>

That is a lie from the rep. I had online billing for awhile, but one
month, my invoice just didn't show up. I went back to paper billing
with no problem... they should have allowed you too as well.

<<Last week, I demanded that my service be canceled at once (which
didn't matter; they'd turned off my service without telling me at the
beginning of September). They refused to cancel it upon my request--some
b.s. about "waiting until the end of the billing cycle". I ordered them
to turn it off and cancel it, which I have the right to do so (it's in
their contract). I told them I would make no payment until the
excessive charges on my bill could be explained and justified. They
refused to go over it with me, >>

Sounds like you got a really raw deal with them. I haven't got a clue
as to why some customers only have positive experiences, while others
have nothing but negative ones. My best course of action for you would
be to have everything documented and consult an attourney, and let
Sprint know you are contacting one. One, they failed to provide you
with coverage when you moved... and two, they are being evasive about
being upfront about your bills and charges. You should *not* be
expected to pay any cancellation fee because they could not provide you
with coverage in your area and refused to accomodate you when you
requested to see your bill or have charges explained to you.

Sorry to hear about your troubles and good luck with dealing with them.

Eric

<<But some Sprint apologist will figure out how its his fault, and SPIN
again how Sprint Customer Service is getting better. >>

Shut up Phillipe. I think anyone in here who read his story would agree
that he is getting a raw deal from Sprint and would side with him. Most
people in here who have had good customer service encounters only speak
from personal experiences and not for everyone else like you think they
do. I have had good CS overall from day one, but yet I know that Sprint
has things to work on and am not blind enough to say that anyone who
says otherwise is a liar. Most people in here are the same way. You
claim that "apologists" in here SPIN things too positively... but
according to your above post, you only SPIN things in a negative way
without giving anyone a fair chance to respond on their own.

All the extra charges on your bill ... what were they listed as? They must
have had some (perhaps inadequate) line item description next to them.

Tom Veldhouse

"Thomas T. Veldhouse" <[email protected]> wrote in article
<[email protected]>:
> All the extra charges on your bill ... what were they listed as? They must
> have had some (perhaps inadequate) line item description next to them.
>
> Tom Veldhouse
>
>

I believe he said in his letter that he hasnt seen a bill since may 2003
and the reps would not give him a paper bill or explain any extra
charges.

[posted via phonescoop.com]

<RobNoopsWLatyahoo.com (Rob Smith)> wrote in message
news:[email protected]...
>
>
> "Thomas T. Veldhouse" <[email protected]> wrote in article
> <[email protected]>:
> > All the extra charges on your bill ... what were they listed as? They
must
> > have had some (perhaps inadequate) line item description next to them.
> >
> > Tom Veldhouse
> >
> >
>
> I believe he said in his letter that he hasnt seen a bill since may 2003
> and the reps would not give him a paper bill or explain any extra
> charges.
>
> [posted via phonescoop.com]

He said he viewed it online and there were extra charges each month.
Because they are online, their must have been some description of the
charges.

Tom Veldhouse

They claim to have a "voice verification" on file from the alleged
February agreement. What's likely is that I called sometime in
February, to request information regarding my bill, and they taped the
conversation and that's their "consent". However, (to the best of my
knowledge) I did not change calling plans in February, nor did I
request to. When I asked the rep to play back the verification for me,
she transferred me to another rep, who hung up on me.


On Mon, 29 Sep 2003 13:23:58 GMT, "Lawrence G. Mayka"
<[email protected]> wrote:

>
>Does Sprint have any evidence of your affirmative consent to a new Advantage
>Agreement (e.g., a voice recording)?
>

it's very simple ---- ask them to play the tape for you. I got a buck that
says they couldn't cough it up if their lives depended on it.

--tr

"Nicholas Gemas" <[email protected]> wrote in message
news:[email protected]...
> They claim to have a "voice verification" on file from the alleged
> February agreement. What's likely is that I called sometime in
> February, to request information regarding my bill, and they taped the
> conversation and that's their "consent". However, (to the best of my
> knowledge) I did not change calling plans in February, nor did I
> request to. When I asked the rep to play back the verification for me,
> she transferred me to another rep, who hung up on me.
>
>
> On Mon, 29 Sep 2003 13:23:58 GMT, "Lawrence G. Mayka"
> <[email protected]> wrote:
>
> >
> >Does Sprint have any evidence of your affirmative consent to a new
Advantage
> >Agreement (e.g., a voice recording)?
> >
>

"Eric" <[email protected]> wrote in message
news:[email protected]...

> I have had good CS overall from day one, but yet I know that Sprint
> has things to work on and am not blind enough to say that anyone who
> says otherwise is a liar.

what are you talking about? You're awfully quick with the "liar" word ----
so it's best if you stop those fingers from making you look like a bigger
fool than you've already set forth in your earlier "works".

And, while you're so abrasive might I suggest you go f*ck yourself. How's
that, pal.

It appears as though they charged me a $150 termination fee on my
invoice dated May 3rd. It was later removed (they apparently thought I
was trying to cancel my service). There is also KS county & state tax
on my May and June invoices; CT tax is on each subsequent invoice.
Other than that, all minutes used are listed as being included in my
calling plan. Starting with the invoice dated July 3rd, they removed
my calling plan entirely and billed me directly for each minute used.
On my July invoice, for example, there is a section that says
"Additional usage charges", and it further says "voice airtime charges
for extra minutes used" with 328.0 minutes totaling $131.20. Then,
down below that, it says "Total individual charges for Mr. Nicholas J.
Gemas", and the figure is $102.23. Finally, the amt. due on this
invoice is $190.62.

The August invoice is equally as murky. The minutes *are* itemized,
but for each minute used, it looks as though the minutes are included
in my calling plan, and I never exceed that usage.


On Mon, 29 Sep 2003 10:20:58 -0500, "Thomas T. Veldhouse"
<[email protected]> wrote:

>All the extra charges on your bill ... what were they listed as? They must
>have had some (perhaps inadequate) line item description next to them.
>
>Tom Veldhouse
>

Rep do not have the ability to do it.. I BLIEVE a manage has to make a
req from coporate to get it, or they have coporate contact you..
something like that.. not completely sure.. I will check on it for ya,
and get back with ya. I still have some contacts over there, and can try
and get the info for you.

--
Statements made by me are of my opinion and knowledge, and do not
express those by Verizon Wireless(R).
Any information I give is subject to change without notice, and may not
be completely accurate.


"tom ronson" <[email protected]> wrote in article
<[email protected]>:
> it's very simple ---- ask them to play the tape for you. I got a buck that
> says they couldn't cough it up if their lives depended on it.
>
> --tr
>
> "Nicholas Gemas" <[email protected]> wrote in message
> news:[email protected]...
> > They claim to have a "voice verification" on file from the alleged
> > February agreement. What's likely is that I called sometime in
> > February, to request information regarding my bill, and they taped the
> > conversation and that's their "consent". However, (to the best of my
> > knowledge) I did not change calling plans in February, nor did I
> > request to. When I asked the rep to play back the verification for me,
> > she transferred me to another rep, who hung up on me.
> >
> >
> > On Mon, 29 Sep 2003 13:23:58 GMT, "Lawrence G. Mayka"
> > <[email protected]> wrote:
> >
> > >
> > >Does Sprint have any evidence of your affirmative consent to a new
> Advantage
> > >Agreement (e.g., a voice recording)?
> > >
> >
>
>

[posted via phonescoop.com]

In article <[email protected]>,
Nicholas Gemas <[email protected]> wrote:

> It appears as though they charged me a $150 termination fee on my
> invoice dated May 3rd. It was later removed (they apparently thought I
> was trying to cancel my service).

Due to Sprints antiquated computer systems, apparently that is correct.
You get Terminated in Kansas, and reactivated in CT with new plan and
credit for ETF fee.




> There is also KS county & state tax
> on my May and June invoices; CT tax is on each subsequent invoice.
> Other than that, all minutes used are listed as being included in my
> calling plan. Starting with the invoice dated July 3rd, they removed
> my calling plan entirely and billed me directly for each minute used.
> On my July invoice, for example, there is a section that says
> "Additional usage charges", and it further says "voice airtime charges
> for extra minutes used" with 328.0 minutes totaling $131.20. Then,
> down below that, it says "Total individual charges for Mr. Nicholas J.
> Gemas", and the figure is $102.23. Finally, the amt. due on this
> invoice is $190.62.
>
> The August invoice is equally as murky. The minutes *are* itemized,
> but for each minute used, it looks as though the minutes are included
> in my calling plan, and I never exceed that usage.

But if you now live where you dont have Service, Sprint needs to treat
you better.



>
>
> On Mon, 29 Sep 2003 10:20:58 -0500, "Thomas T. Veldhouse"
> <[email protected]> wrote:
>
> >All the extra charges on your bill ... what were they listed as? They must
> >have had some (perhaps inadequate) line item description next to them.
> >
> >Tom Veldhouse
> >
>

"VZW Guy" <[email protected]> wrote in message
news:[email protected]...
> Rep do not have the ability to do it.. I BLIEVE a manage has to make a
> req from coporate to get it, or they have coporate contact you..
> something like that.. not completely sure.. I will check on it for ya,
> and get back with ya. I still have some contacts over there, and can try
> and get the info for you.
>

Besides, they don't have to give it too you without a subpoena ... which
means going to court. I think the manual nature of retrieving such a
recording are such that it will be a cold day in hell that you get such a
recording without a subpoena.

Tom Veldhouse