My Plan was switched by Sprint. Is this a criminal act?

I had an old plan with Sprint that gave me nights starting at 8PM. Two
months ago I called them asking about the free & flexible plan that
started at 7PM, but at the end of the discussion told the rep that I
did not want to change to the plan. The next month my charges were over
$20 more for my month and the bill said I was on the fair and flexible
plan.

I had never authorized anyone to change my plan, and there was never a
third party that came on the line to verify any new order (because
there wasn't a new order).

When I realized this, I called back customer service and really got a
run around until I asked for a supervisor. The supervisor said that I
could be switched back to "my old plan," which is exactly what I was
requesting all along. They refused any refund for the previous month.

Sure enough, I was not switched back to "my old plan" that had nights
starting at 8PM. I was switched to a comparable minutes plan in which
nights start at 9PM: an entirely new product. I realized this when I
saw that again, my bill was $20 over my normal for the second month.

Isn't switching my plan without my consent a criminal act no matter who
does it? I wonder if I have a criminal issue against Sprint that I
should report to someone. Who would I report that to?

They did this all without my permission, and they will never come up
with the recording they insist they have of the permission being given
to a third party, because it doesn't exist.

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› See More: My Plan was switched by Sprint. Is this a criminal act?

Putty wrote:
> I had an old plan with Sprint that gave me nights starting at 8PM. Two
> months ago I called them asking about the free & flexible plan that
> started at 7PM, but at the end of the discussion told the rep that I
> did not want to change to the plan. The next month my charges were over
> $20 more for my month and the bill said I was on the fair and flexible
> plan.
>
> I had never authorized anyone to change my plan, and there was never a
> third party that came on the line to verify any new order (because
> there wasn't a new order).
>
> When I realized this, I called back customer service and really got a
> run around until I asked for a supervisor. The supervisor said that I
> could be switched back to "my old plan," which is exactly what I was
> requesting all along. They refused any refund for the previous month.
>
> Sure enough, I was not switched back to "my old plan" that had nights
> starting at 8PM. I was switched to a comparable minutes plan in which
> nights start at 9PM: an entirely new product. I realized this when I
> saw that again, my bill was $20 over my normal for the second month.
>
> Isn't switching my plan without my consent a criminal act no matter who
> does it? I wonder if I have a criminal issue against Sprint that I
> should report to someone. Who would I report that to?
>
> They did this all without my permission, and they will never come up
> with the recording they insist they have of the permission being given
> to a third party, because it doesn't exist.

I doubt that it's a "criminal" act, though it might be possible to
construe this as "slamming". Generally, to prosecute slamming, your
state's attorney general would want to accumulate several more cases.

I would handle things a little differently: Deliver a snail-mail letter
to them, sent with return-receipt signature confirmation, stating the
facts of the matter, and demanding a return to a substantially similar
situation to what you had in the beginning, along with compensation for
your additional expenses. They should be able to accomplish this.
There are some rather generous plans available, such as the SERO (Sprint
Employee Referral Offer, http://www.sprint.com/sero/), into which they
could place you.

I would tell them that if they are asserting that you authorized the
changeover, you will require proof of that fact, i.e., a copy of the
audio transcript in which you can be heard to have provided authorization.

I would tell them that in the absence of this proof or the requested
satisfaction, you will contact your state attorney general and lay out
the facts of the matter. And that you will state the facts of the
matter in various Internet venues such as this.

Be polite and detailed.

In general, while I have experienced occasional extreme frustrations
with Sprint, when I persisted, and calmly pointed out inequities, I have
had satisfaction. In fact, I have generally been given a sufficiently
generous plan and phone to feel more than compensated for the effort
involved in the *calm* persistence.

Then again, I have been a Sprint customer since 1998. I've never been a
heavy user, nor even a moderate one. My plans had always been the
lowest end of the spectrum. Nevertheless, I've always paid on time.
Last time I renewed, I got something a little better than the equivalent
of the SERO plan, along with a free upgrade from my Treo 600 to a 650.
(The latter came about when I pointed out the inequity of having my $150
rebate withdrawn because of a *warranty replacement* of the 600 within
the preceding 18 months.)

Again, I emphasize, your best bet is to employ CALM PERSISTENCE.

Putty <[email protected]> wrote:
>
> Sure enough, I was not switched back to "my old plan" that had nights
> starting at 8PM. I was switched to a comparable minutes plan in which
> nights start at 9PM: an entirely new product. I realized this when I
> saw that again, my bill was $20 over my normal for the second month.
>

You had better have them put "priority notes" on your account that your
contract expires when it used to and that you are not locked into a new two
year contract [I assure you they reset your contract to two-years]. I just
went through a similar hellish experience, although mine was related to
switching phones and then returning it only a day later when I realized it
wouldn't work for me.

> Isn't switching my plan without my consent a criminal act no matter who
> does it? I wonder if I have a criminal issue against Sprint that I
> should report to someone. Who would I report that to?
>

Criminal? No. Grounds to negate a contract? Certainly.

> They did this all without my permission, and they will never come up
> with the recording they insist they have of the permission being given
> to a third party, because it doesn't exist.

Good luck with your venture ... it is sure to prove far from over.

--
Thomas T. Veldhouse
Key Fingerprint: 2DB9 813F F510 82C2 E1AE 34D0 D69D 1EDC D5EC AED1

Speak with their "retention department", they have more power and are
better listeners. I would waste more than two conversation on the same
topic with customer service.

Putty wrote:
> I had an old plan with Sprint that gave me nights starting at 8PM. Two
> months ago I called them asking about the free & flexible plan that
> started at 7PM, but at the end of the discussion told the rep that I
> did not want to change to the plan. The next month my charges were over
> $20 more for my month and the bill said I was on the fair and flexible
> plan.
>
> I had never authorized anyone to change my plan, and there was never a
> third party that came on the line to verify any new order (because
> there wasn't a new order).
>
> When I realized this, I called back customer service and really got a
> run around until I asked for a supervisor. The supervisor said that I
> could be switched back to "my old plan," which is exactly what I was
> requesting all along. They refused any refund for the previous month.
>
> Sure enough, I was not switched back to "my old plan" that had nights
> starting at 8PM. I was switched to a comparable minutes plan in which
> nights start at 9PM: an entirely new product. I realized this when I
> saw that again, my bill was $20 over my normal for the second month.
>
> Isn't switching my plan without my consent a criminal act no matter who
> does it? I wonder if I have a criminal issue against Sprint that I
> should report to someone. Who would I report that to?
>
> They did this all without my permission, and they will never come up
> with the recording they insist they have of the permission being given
> to a third party, because it doesn't exist.

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

> Speak with their "retention department", they have more power and are
> better listeners. I would waste more than two conversation on the same
> topic with customer service.
>
Thank you to everyone who answered my question. You have all been a
great help. I will use your (collective) advice.

Putty <[email protected]> wrote:
> In article <[email protected]>,
> <[email protected]> wrote:
>
>> Speak with their "retention department", they have more power and are
>> better listeners. I would waste more than two conversation on the same
>> topic with customer service.
>>
> Thank you to everyone who answered my question. You have all been a
> great help. I will use your (collective) advice.

What was the outcome?

--
Thomas T. Veldhouse
Key Fingerprint: 2DB9 813F F510 82C2 E1AE 34D0 D69D 1EDC D5EC AED1

<[email protected]> wrote in message
news:[email protected]...
> Speak with their "retention department", they have more power and are
> better listeners. I would waste more than two conversation on the same
> topic with customer service.
>

This is no joke. I had a follow up on an email sent to customer service
about how they did. I told them that it appeared that the Rep did not read
my question as his response did not make a bit of sense. They said a
supervisor would call within 3 days.

10 days later some "mush-mouth" black woman called and left an
undecipherable message. I won't bother customer service again if I can help
it.

EOO wrote:
>
> <[email protected]> wrote in message
> news:[email protected]...
> > Speak with their "retention department", they have more power and are
> > better listeners. I would waste more than two conversation on the same
> > topic with customer service.
> >
>
> This is no joke. I had a follow up on an email sent to customer service
> about how they did. I told them that it appeared that the Rep did not read
> my question as his response did not make a bit of sense. They said a
> supervisor would call within 3 days.
>
> 10 days later some "mush-mouth" black woman called and left an
> undecipherable message. I won't bother customer service again if I can help
> it.

Maybe the "'mush-mouth' black woman" didn't like the attitude of the little
<fill in your own race> boy.

Notan

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

>> 10 days later some "mush-mouth" black woman called and left an
>> undecipherable message. I won't bother customer service again if I can
>> help
>> it.
>
> Maybe the "'mush-mouth' black woman" didn't like the attitude of the
> little
> <fill in your own race> boy.
>
> Notan

Just the facts no-tan, just the facts.

They asked how the rep did and I simply told them that it was obvious he did
not read my question as his answer had nothing to do with what I was asking.
If the woman didn't like my attitude, as your stupid ass implies, why did
she bother to attempt to follow up on it? ****ing idiot.

Any company that hires representatives to speak to the public and their
customers should be able to speak clearly and distinctly.

Ever notice how much *****ing people do about support staff based in India.
Same concept, boy.

In article <[email protected]>,
<"[email protected]"> wrote:

> There are some rather generous plans available, such as the SERO (Sprint
> Employee Referral Offer, http://www.sprint.com/sero/), into which they
> could place you.
Thank you for bringing this to my attention.
As per:
http://sprint.p.delivery.net/m/p/spr...epclanding.asp
*Rates exclude taxes and Sprint Fees ... Offers end 12/31/06.

Does anyone know if this means that the offer goes up to regular price
after 12/31/06, or does it mean the you just can't start a plan like
this after that date?
Thanks

In article <[email protected]>, Thomas T.
Veldhouse <[email protected]> wrote:

> What was the outcome?

I wrote a letter with all the details and read it over the phone to the
retention dept. rep.

Got my old plan back and extra charges over the last few months
neutralized.

I got great advice from this group.

Thank you all:

rlsusenet: great Idea to write the letter with calm persistence

Thomas T. Veldhouse: Thanks for the words about "priority notes." I
mentioned that!

colin.yapp: the rep I spoke to was really an excellent listener, just
like you said.

Thank you