Sprint Now Part of T-Mobile Reviews (%countItem)
Sprint Now Part of T-Mobile Rating
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With the merger with T-Mobile, ALL has changed. Our phones no longer operate correctly, we are getting poor service, and voice mail on my husband's iPhone is nonexistent. We have spent multiple days and too many hours, across several months, trying to resolve all our issues due to the merger. Tech support cannot correct the issues, customer support is horrendous, promises to call my husband and I on specific dates & times never happen, and they are unwilling to make any concessions to keep a long-time customer happy. After 18 years with Sprint, we are moving on.
Sprint sales indicated that I would have unlimited long international calling to canada and then 30 days later when my phone bill came it was $1,778. They refuse to remove the long distance charges that they indicated I would be able to make.
To Whom It May Concern:
Sprint Now part of T-Mobile is in receipt of the above-referenced complaint filed by Mr. ***. We appreciate your assistance in bringing our customers’ concerns to our attention.In the information provided, Mr. states that he was informed by a Sales representative that unlimited long distance calling to Canada was included in his service plan; however, he was billed $1,778 for calls to Canada on his August 2020 invoice. Additionally, Mr. states Sprint refused to apply a credit for the international charges. Mr. requests Sprint to apply a credit to offset the billed international charges.
According to our records, Mr. activated phone number ending in 2124 with 24-month Installment Billing Agreement TM-193913744 for an iPhone 8 Plus device. Mr. subscribed to our 55 Plus Unlimited service plan. The 55 Plus plan is eligible to make long distance from the U.S.A. to Mexico and Canada for an additional charge.
We regret any possible misunderstanding that may have occurred regarding Mr. billing concerns. We spoke with Mr. on August 21, 2020, and provided the above information. Mr. stated his concerns were resolved prior to us contacting him. We confirmed Customer Care applied a credit of $1,697.06 to offset the billed international dialing charges with surcharges, taxes, and fees. Additionally, Mr. subscribed to Sprint’s Mexico and Canada Unlimited Plus long-distance international dialing plan with a monthly recurring charge of $5. Mr. stated this resolved his concerns.
We appreciate Mr. for taking time to provide details of his experience. We are continually striving to improve the quality of service provided to our customers. Please be assured that we value Mr.’s feedback and will utilize this input to improve our training and processes.
We regret any frustration this concern may have caused. If we can be of further assistance with this matter, Mr. can contact me directly by calling our Executive Response Team toll-free at 1-***, ext. ***. I am available Monday through Friday between 7:30 a.m. and 3:30 p.m., Central Time.
Sincerely,Jaime R.Executive Response
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Sincerely
Would give -5 stars if I could. You can never get a helpful customer service agent unless you are on hold for HOURS. They over charge, they lead you to believe that you are purchasing your phones when its a lease then expect you to pay more than the regular retail price at the time of purchase to purchase them (even though you already paid it via monthly payments) wait times are astronomical (spent almost 10 hours on hold with them in a 2 day span BTW. they make payment arrangements and will try to pull the funds from your account several times until the payment is made but will still disconnect your service stating that a payment arrangement wasn't kept because the payment was made at noon instead of midnight.
10/10 DO NOT RECOMMEND.
There were Only 2 lines on this account when my phone service was interrupted I found out I had Extra lines and devices on my account, I tried calling sprint to inform them of what was going on with my Identity, sprint did not do anything to investigate the situation around or about a month later My bank account had a fraud alert on it which I was contacted by my bank when sprint tried to withdraw an unauthorized payment Over $5,000 from my account.
To Whom It May Concern: Sprint Now part of T-Mobile is in receipt of the above-referenced complaint of ***. We appreciate your assistance in bringing our customer’s concerns to our attention. In Ms.’s inquiry, she asserts that additional lines of service was added to her account without her consent, after she established two lines of service with us. Ms. states that she is victim of fraudulent activity. Additionally, she expressed her dissatisfaction with Sprint attempting to debit a payment for over $5,00 from her financial institution. Ms. requested that Sprint review these matters and take the appropriate action. Sprint has reviewed Ms.’s complaint and notes that based on our review, we are unable to identify any fraudulent activity or errors on Sprint’s part. Additionally, we confirmed that Ms. established an account with Sprint in September 2015 and agreements were established on her account between 2018 through 2019. Upon activation of service, Ms. was provided with a clear disclosure of her monthly recurring charges/equipment and accessory purchases, and all other applicable fees and charges. Furthermore, we were able to locate signed copies of her Installment Billing Agreements and Lease Agreements which includes a description of the charges in question. Accordingly, we were unable to identify any miscommunication regarding the terms of her plan or other monthly charges on Sprint’s part during the activation of her current plan.Please additionally note according to our records, in December 2019, Ms.’s account was cancelled due to nonpayment prior to fulfilling the terms of her respective Lease and Installment Billing Agreements. Therefore, Ms.’s account was assessed accelerated Installment Billing cancellation charges, Lease cancellation and Device Purchase Price charges, and as well as unpaid monthly recurring charges totaling $5,965.03 as reflected on October through December 2019 invoices. We regret any possible misunderstanding that may have occurred regarding this matter. Per the Terms and Conditions of Ms.’s Lease Agreements, she agreed that by providing us any payment method at any time during the lease term for her devices activated in 2018 through 2019, she authorized Sprint to charge this payment method for all amounts owed. For additional information regarding this matter, please visit www.sprint.com/termsandconditions. Furthermore, Sprint sent a letter to Ms.’s address on file on DATE, advising her that the outstanding debt will be deducted from her financial institution within 20 days from the date of the letter. Our records further indicate Sprint attempted to debit the payment in the amount of $5,965.03 from Ms.’s credit card account on file without success. We spoke with Ms. on August 14, 2020. During our conversation we apologized for any inconvenience she may have experienced as a result of this issue. Should Ms. wish to further our findings in detail, she may contact the undersigned at the phone number noted below at her earliest convenience. We regret the inconvenience this matter may have caused Ms.. If we may be of further assistance, they can reach us by calling our Executive Response Team toll-free at 1-***1 extension ***. I am available Monday through Friday from 7:30 a.m. to 4:30 p.m., Eastern Time. Sincerely,***Executive Response
hello I am on the phone with a sprint care representative by the name of Xavier aka resolution supervisor from the financial department, I have been on the phone with this guy for 40 minutes. he is refusing to offer me a payment installment option, I have been with sprint 10 years, and I am highly sick of speaking to crazy foreign employees who can barely speak English, then have the nerve to give the customer a hard time. I was told on August 7th to make a 87 dollar payment by a sprint female rep, I went online and made a 88 dollar payment on my bill, which the sprint care rep restored my phone service, she then informed me to call sprint back on Wednesday the 12th, to set up a bi weekly payment plan installment, quote UN quote is something that their offering to customers due to the pandemic issue. her it is as im still on hold, via phone, I am going on 45 minutes of no one assisting me. the Xavier employee went on to making up false accusations that the sprint care rep from the august 7th phone conversation told me, the reason she couldn't set my account up for payment arrangements was because the sprint system was down, which was not true, the female sprint rep from august 7th chat never mention anything about the sprint system being down. I am highly upset, and I need someone besides a supervisor to contact me in reference to this matter, because it seem that the supervisor isn't reliable, nor have any customer service etiquette's, which is a highly misrepresentation of sprint aka t mobile. I have never in my life witness someone calling me a liar, from an company employee stand point, I will be filing a Revdex.com and consumer affairs complaint in regards of this matter, 10 years, and the last 4 have been nothing but ***, which is why I will not renew my contract.
April 17 first cancelled all my service plan, Sprint represenitive said to pay off 4 lg's return fee cause contract ended early, I paid them for that and a return fee. And the 5'th phone was the I phone xr I paid off 400 hundred left on the lease to keep it and a fee to cancel the service on all phones and to pay off a sprint drive that I got with the plan which was 60 dollars.They tell me by May 10 my account will be canceled. I call and check in on april 24th and now a represenitive says oh its not going to cancel by the 10th, we will call back on the 17th of may. then I get mail saying I owe $315.54 by june 10. billing period april 18-may17 2020. then I talk to them they say it was for the service I used on april which I paid when I canceled all the lines I paid that months due date. but anyways I paid it for 134.72 because I reminded the agents and supervisors about my situation. they said once I paid that, that thats it nothing. and now I get a email that I owe 0.37 cents by august 10th billing period june 18- july 17 2020 and I canceled everything since april??? is this a joke how is this still going on until august ? thats 4 months of harrasment? squeezing all the money they can get out.
August
10, 2020Revdex.com8080
Ward Parkway, Suite 401Kansas
City, MO 64114Re: Revdex.com Complaint ***, *** Sprint Account XXXXX***, *** Sprint Case ***To
Whom It May Concern:Sprint
Now Part of T-Mobile is in receipt of the above inquiry submitted by Mr. ***. We appreciate your assistance in bringing this
matter to our attention.According
to the information provided, Mr. stated
on April 17, 2020, he paid off the balance due on his equipment lease
agreements and elected to cancel his service. He stated he was advised the account would
cancel on May 10, 2020; however, when he called our Customer Care department on
April 24th to verify the account cancellation, he was advised the
account would be cancelled on May 17th. He further stated he
received an invoice for a balance of $315.54 due June 10th for the
April 18th through May 17th billing period. Mr. stated he disputed the invoice with
our Customer Care department and agreed to pay $134.72 with the understanding
that the remaining balance would be adjusted; however, he stated he received
notification that he owed $0.37 by August 10th. As a result, Mr. requested Sprint review
this matter and provide resolution. Sprint
advertises and provides services in monthly increments. If services are
terminated before the end of the billing cycle, we do not prorate monthly
service charges, nor do we provide refunds or credits for any unused minutes in
the service plan. This information is outlined in our Terms and
Conditions of Service, which can be viewed on www.sprint.com.We regret any
possible misunderstanding regarding the requested date of service
termination. A review of Mr.’s
account records indicate that on April 18, 2020, he contacted our Customer Care
department to cancel the service on his account. However, the lines inadvertently remained
active until June 17, 2020. On May 20,
2020, we confirmed a $132.19 account credit was applied by our Customer Care department
for this matter. We spoke with Mr. on August 6, 2020, regarding his account
concerns. At that time, we applied a $0.37 account credit. As a result, we verified the account is closed
and reflects a zero balance. Accordingly, Sprint considers this matter fully
addressed and resolved. We
appreciate Mr. for taking time to
provide details of his experience with our customer service representatives. We are continually striving to improve the
quality of service provided to our customers. Please be assured that we value customer feedback and will utilize this
input to improve our training and processes. We
regret any inconvenience this matter may have caused Mr., and the loss of his service. If additional assistance is required, I can
be contacted by calling the Executive Resolution Team toll-free at 1-844-282-8211,
extension 9189. I am available Monday through
Friday between 8:00 a.m. and 4:00 p.m., Central Time. Sincerely, Maria
O.Executive
Response
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Sincerely
My bill is due on the 29th of each month and if I pay one day pass that I am automatically charged a late fee of 13.89. They have been adding this charge to my account for several months now. I have never been late on a payment or even asked to split a payment. I chatted with a representative and they informed me that it' to bad once the 29th is here I'm charged a late fee. Feels like just a way to charge extra money. The customer service was horrible and the practice they have in place is not fare. They should be sued for this.
August
6, 2020Revdex.com8080
Ward Parkway, Suite 401Kansas
City, MO 64114Re: Revdex.com File *** Sprint Account ***, *** Sprint Case ***
To
Whom It May Concern: Sprint
Now Part of T-Mobile is in receipt of the above inquiry submitted by your
office on behalf of Mr. ***. We appreciate your assistance in bringing this matter to our attention.According to the information provided, Mr.
*** stated his monthly invoice is due on the 29th of the month and
if payment is made a day after the due date he is assessed a late payment fee of
$13.89, to which he does not agree. He
further stated he believes he has been erroneously assessed a late payment fee for
several months, and further stated he had an unfavorable customer experience
when trying to address his concerns to his satisfaction. Mr. has requested this matter reviewed and
compensation for the late payment fees he believes he was assessed in error. As outlined in our Terms and Conditions of
Services, late fees are assessed to any outstanding balance not paid by the due
date. The late fee is calculated as a
percentage of the previous balance of more than $10 that remains unpaid when
the current bill cycle closes. Sprint
will calculate the fee based on the past due amount. According to our records, Mr.’s payment
due date is the 29th of the month. His account payment history reflects
that the monthly payments were made on March 3, April 1, May 1 and May 29, 2020. As a result, a valid late payment fee was assessed
on the March through May 2020 invoices. Additionally,
we verified a late payment fee was not assessed on the June 29, 2020 invoice. We spoke with Mr. on August 5, 2020,
to discuss our findings and confirmed that we were unable to identify a Sprint
billing error on his account. Although
we determined that no account credit is warranted in this matter, as a one-time
courtesy, we offered an account credit of $10 for the next four months for a
total of $40; regrettably, Mr. declined our goodwill offer. Should Mr. reconsider, we invite him
to contact our office within the next 14 days. Although
Mr. may disagree with our decision, after speaking with our Executive
Response Management Team, we believe that his concerns have been fully addressed. While it is our goal to reach an
amicable resolution to all of our customers’ concerns, we regret that we have
been unable to do so in this case. We appreciate Mr. for taking
time to provide details of his experience with our customer service
representatives. We are continually striving to improve the quality of
service provided to our customers. Please be assured that we value Mr.
***’s feedback and will utilize this input to improve our training and processes. We regret any inconvenience this matter
may have caused Mr.. If
additional assistance is required, he can contact me by calling the Executive Resolution
Team toll-free at 1-844-282-8211, extension ***. I am available Monday through Friday between 8:00
a.m. and 4:00 p.m., Central Time. Sincerely,Maria
O.Executive
Response
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered]
Complaint: ***
I am rejecting this response because: This is an unfair practice by Sprint and T-Mobile. To be assets a late fee for one day pass your due date is unfair. Most businesses don’t charge a late fee until you are ten days late to charge a late fee after one day is providing horrible customer services. Extremely disappointed and dissatisfied customer who is now looking for a new currier.
Regards
I canceled my contract with sprint On Jan of this year I was with them 3 years. My contract was no commitment no early terminations or cancelation fee. I Just needed to return the phone back to complete the lease agreement. In witch I did. I also have the confirmation and the ups store location. But sprint went to collections stating that I still owe 346. Collections told me to call and talk with sprint and she will put it into a dispute. I called Sprint twice. I first spoke with Jennifer. In which she verified me and told me, in order to remove the collections I just need to verify we received the phone in with she was able to verify by confirmation that I gave her. Then she went on to state that I still owed them a balance of 346. Then I requested a Manager or supervisor be called in which they stated we have to look over the details and we will give you a call back at 6pm about the details. This was on 7/31/2020 I never received a call back. I then Called again 8/01/2020 around 3 this afternoon I spoke with Britney a supervisor in witch she stated that I still had a contract and it did not end till March and I canceled my contract since early Jan this year. She has no service record of A phone being on or used. She then stated she need to talk it over with some higher up. she then got back on the phone and stated it because of my lease agreement with my contract. I have payment History so dose sprint. I just want Them to remove the collections Account based of false information. Due to the fact that now its affecting my credit. I needed to seek help thank you god bless.
August 4, 2020Revdex.com8080 Ward Parkway, Suite 401Kansas City, MO 64114Re: Revdex.com Inquiry ***,
***Sprint Account xxxxx***Sprint Case ***To Whom It May Concern: Sprint is in
receipt of the above-referenced inquiry of ***. We
appreciate your assistance in bringing our customers’ concerns to our attention. In the information provided, Mr. is disputing the
outstanding account balance. He states
that he was not under any contractual obligations and returned the leased
device. Mr. requested that we
recall the debt and remove all negative reporting.Sprint launched
the Sprint Flex Lease program, an option that provides qualified new and
existing customers the flexibility to lease select devices for a lower monthly
cost versus purchasing the device. Lease
payment varies by device and a down payment may be required and varies by
customer and device. With a Sprint Flex
lease option, Sprint owns the device. At
the end of the lease term, customers can continue to lease the device on a
month-to-month basis, cancel the lease and pay the Lease Device Purchase Price
(DPP) (please note that this option is not available in all states) to purchase
and own the device outright, return it to us, or return it to us and upgrade to
the latest device. For further
information regarding Sprint leasing options, please visit
www.sprint.com/lease.Our records reflect that Mr. canceled his service on
January 24, 2020, when he ported from Sprint to another carrier. Because he purchased the Samsung Galaxy S10+
device associated with the line ending in 3764, via our device lease option
(WEB-L-***), he was billed the lease cancellation amount for $333.36 and
the lease purchase amount for $249.93, plus applicable taxes and surcharges
totaling $624.12. Our records further
indicate that the Samsung Galaxy S10+ device was returned to Sprint on July 8,
2020, and that credit for $267.50 was applied to the account to offset the
device purchase amount. Thereafter, the
canceled account reflects a balance for $356.62.We spoke with Mr. on August 3, 2020, regarding the
information referenced above. We
confirmed that Mr. was not under contractual obligations for Sprint
service but for the lease device. We
informed him that although he returned the device to Sprint, he is still
financially responsible for the remaining 8 months of the 18-month lease
agreement at $41.67 per month plus taxes. As such, the balance for $356.62 is valid, and the charges are
sustained.Respectfully, we are unable to determine that the disputed charges
incurred were the result of any error on the part of Sprint. Therefore, Mr. can remit full payment
for $356.62 balance with Sprint to satisfy the balance or he can contact the
third-party collections agency, IC Systems, for negotiation of the remaining
account balance. They can be reached at
1-888-735-0697. We appreciate Mr. for taking the time to provide the
details of his experience with Customer Care Representatives. We are continually striving to improve the
quality of service provided to our customers. Please be assured that we value customer feedback and will utilize this
input to improve our training and processes.We regret any
inconvenience that this matter may have caused Mr. and the loss of his
business. If we can be of further assistance
related to this complaint, he can
contact me by calling our Executive & Regulatory Services department
toll-free at 1-844-282-8211, ext. ***. I am available Monday through Friday between 7:30 p.m. and 3:30 p.m.,
Central Time.Sincerely, L. JLaDonna JExecutive Analyst
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Sincerely
The time I buy my phone he told me my phone don’t do international calls , I just call my mommy she is in the hospital because she live in hospital in the câmera WhatsApp , now sprint said I do phone calls and the bill is 608,00 I never call because I use WhatsApp in my iPhone and I can’t pay because I don’t work I have my baby sorry because sprint give me problem with this is the first company do this and I try call but any body do nothing for me thank you have nice day
August 12, 2020 Revdex.com 8080 Ward Parkway, Suite 401 Kansas City, MO 64114 Re: Revdex.com Case *** Sprint Account XXXXX***, *** Sprint Case *** To Whom It May Concern: Sprint Now Part of T-Mobile is in receipt of the above inquiry submitted by
your office on behalf of Ms. ***. We appreciate your
assistance in bringing our customers’ concerns to our attention. According to the information received, Ms. stated that she was advised that
she was unable to make international calls. Ms. further stated that she made an international call using the
WhatsApp application however, she received international charges of $608. As a result, Ms. is requesting
assistance. We spoke with Ms. on August
10, 2020, and she was advised that our records reflect that an international
call was made from her phone while on the Sprint network. We also noted
that Sprint offers international calling plans with deeply discounted rates;
however, she was not subscribed to one of these plans. While we regret Ms.
*** may not have been aware that placing international calls over Wi-Fi
would result in long-distance calling charges, there was no error in billing on
the part of Sprint; therefore, the $336.67 International Calling charge on her
account for line ending in *** is valid. In our effort to reach an
amicable resolution with Ms., we applied a one-time account credit
totaling $336.67 to offset a portion of the international calling charge.
Ms. acknowledged her understanding of this adjustment and stated that she
accepts our resolution. We regret any inconvenience this matter may have caused Ms.. If I
may be of further assistance with this matter, Ms. can reach me by
calling the Executive & Regulatory Services department toll-free at
1-844-282-8211, extension ***. I am available Monday through Friday from
7:30 a.m. to 3:30 p.m., Central Time. Sincerely, Jerzie K. Executive Response
I charged off t-Mobile/Sprint account has appeared on my credit score. I never opened an account. I have gone through the website to dispute this credit card charge earlier this week, and have not had any communication about this. I am willing to provide all reasonable documentation to show this wasn't me.
August 14, 2020
Revdex.com
12639 W Explorer
Dr, Ste 200
Boise, ID 83713
Re: Revdex.com Case ***
Account XXXXX***, ***
Case ***
To Whom It May
Concern:
Sprint Now part of
T-Mobile is in receipt of the above-referenced inquiry of Mr. ***. We appreciate you bringing our customers’
concerns to our attention.
In the information
provided, Mr. stated that he has a charged-off account from Sprint now
with T-Mobile on his credit. Mr. stated that he never opened an account
and has disputed this account with no communication from Sprint. Additionally,
Mr. stated he has documentation to show this isn’t his account. Mr.
*** is requesting Sprint remove the account from his credit report.
We spoke with Mr. on August 13, 2020, regarding his concerns. We explained that our Fraud
Management group received his completed Identity Theft Affidavit packet and
during their investigation it was confirmed fraudulent activity occurred on the
account in question. When fraud is
determined, the appropriate credits will be applied to the account, and Mr.
*** will be promptly notified. Additionally, we requested the collection
agency to stop collection in consideration of the confirmed fraud decision
on the service with Sprint. Sprint
agrees not to pursue further collection activity on the balance. Mr. can visit Sprint.com/fraud or send
an e-mail to [email protected] for additional information regarding this
investigation.
We regret any
misunderstanding that may have occurred. We appreciate Mr.’s
feedback. If I may be of further
assistance with this matter, I can be reached by calling the Sprint Now part of
T-Mobile’s Executive Response toll-free at 1-844-282-8211, ext. ***. I
am available Monday through Friday from 7:30 a.m. to 3:30 p.m., Central Time.
Sincerely,
Tiajuanna W.
Executive Response
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me. Thank you everyone for the attention to this matter!
Sincerely
Started a sprint service at local *** store early July. Nothing worked, not able to call, texting, or using internet. Waited over weekend to stop by a sprint store and phone started working but not in the right plan. So I decided to cancel my service. Called sprint and was told service cancelled. Sprint has a 30 day satisfaction guarantee so I would not be charged.
It is August now and my sprint account still carries a balance. Multiple calls to sprint, each time was told the balance would be taken care with their 30 day satisfaction guarantee but nothing happened. It is now even having a late fee charged.
August
10, 2020Revdex.com12639
W Explorer Dr., Suite 200Boise,
ID 83713Re: Revdex.com File *** Sprint Account XXXXX***, *** Sprint Case ***To
Whom It May Concern:Sprint
Now Part of T-Mobile is in receipt of the above inquiry submitted by Mr. ***. We appreciate your assistance in bringing this matter to our
attention. According
to the information provided, Mr. stated he activated service with Sprint
at a local Best Buy store; however, he later contacted our customer service department
and cancelled service within Sprint’s Satisfaction Guarantee period. He stated he was advised he would not be
billed; however, the account still
carries a balance and he was assessed a late payment fee. Additionally, Mr.
*** stated he had an unfavorable customer service experience when trying to
resolve his billing dispute. As a
result, Mr. has requested review of this matter, and the account
adjusted to reflect a zero balance. Sprint is committed to providing
world-class customer service, and at the time of the noted activation, we stood
behind our commitment with a 30-Day Sprint Satisfaction Guarantee return policy
on all devices activated with a new line of service. Our customers can return the device to the
point of sale within that time period for a full refund of the cost of the
device and service. Customers can simply
return the device in good, working condition to the original place of purchase
and contact us to deactivate service within 30 days of activation. Sprint will refund the cost of the device,
any down payment, any installment billing or lease payments and/or any payment
for service charges (including any monthly recurring charges, activation fee, and
all associated taxes and fees) made to date. Additionally, any Early
Termination Fees, remaining unpaid installment billing, or lease charges will
be waived. However, customers are
responsible for any out-of-plan usage, such as, but not limited to, downloads,
overage, international charges, and any related taxes and surcharges. If the account was billed for the cost of the
device, we will apply an account credit equal to the device charge within 10
business days of receipt of the device at our warehouse. The device credit will be reflected on the
next one to two billing statements based on the timing of the billing
cycle. This policy may not reflect the
additional return policies of our authorized third-party dealers or retailers.Our
office spoke with Mr. on August 7, 2020, and confirmed the return of Mr.’s
devices within the Sprint Satisfaction Guarantee return policy. We verified on August 6, 2020, the service
charges and late payment fee were adjusted by our Customer Care group. As a result, Mr.’s Sprint account is
closed and reflects a zero balance. We
appreciate Mr. for taking time to provide details of his experience with
our customer service representatives. We
are continually striving to improve the quality of service provided to our
customers. Please be assured that we
value customer feedback and will utilize this input to improve our training and
processes. We
regret any inconvenience this issue may have caused Mr., and the loss of
his business. If we can be of further
assistance with this matter, Mr. can reach me by contacting the Executive
Resolution Team toll-free at 1-844-282-8211, ext. ***. I am available Monday through Friday between 8:00
a.m. and 4:00 p.m., Central Time. Sincerely, Maria
O. Executive
Response
Sprint (now part of T-mobile) sent a $300 gift card to some random email that I do not recognize and their agents like Michal.*.M***@t-mobile.com argue that it was actually physical mailed to my address and aren’t willing to do anything.
1) I called 844-382-3312 on 7/15/2020 at 2:46PM to check the status of the gift card/rebate
2) I believe I got transferred like two times and reached some lady. She said she’ll process the gift card and provided two options: receive it via a physical mail or email
3) I chose to go with the email option and provided my ***@gmail.com email as the recipient.
4) That email is what I have on their file and I also put it as the email on the rebate/gift card form
5) The lady said I will receive it in 5 business days.
6) 5 business days have passed but I didn’t receive it so I called 844 382 3312 again on 7/24/2020 at 10:46am
7) The rep claimed it was actually physical mailed and it will take up to 10 business days for it to show up.
8) I waited more than 10 business days but still nothing. So I called sprint 4 times on 7/31/2020
9) I got transferred many times and everyone at Sprint didn’t care about the issue and didn’t know what was going on. I however got to their 3rd party company, or the card support company.
10) That card support company confirmed it was indeed emailed on 7/17/2020, NOT physical mailed.
11) They also said it was emailed to some email address I do not recognized. The email addressed had many digits and mine doesn’t have any, and it wasn’t anything similar to my email address. Furthermore they could see where the virtual gift card was used. They said it was used to purchase some t-mobile service.
12) I questioned why it was sent to that random email address and they said it was what was provided by Sprint.
I’d like to question why the Sprint agent that I have talked to on the 15th provided that random email to your card support company.
Also why do I get to be the one to take the burden when it is the Sprint agent that clearly failed? Why do I have to “dispute” the charges when I never received and activated the gift card? Why is Sprint/T-mobile not taking any responsibilities and have me deal with their 3rd party company?
August 11, 2020Revdex.com8080 Ward Parkway, Suite 401Kansas City, MO 64114Re: Revdex.com File ***, *** Account XXXXX*** Case ***To Whom It May Concern:Sprint Now Part of T-Mobile
is in receipt of the inquiry filed with your office by Mr. ***. We appreciate the opportunity to address his account
concerns. According to the information
provided, Mr. advised that
Sprint has not sent the $300 prepaid gift card that he was offered when he
ported in his number to Sprint on April 14, 2020. Further, he advised that he registered his
phone number for the promotion and received a confirmation email that he would
receive the noted gift card. Mr. also
advised that he was told that it would be a virtual gift card via email on July
17, 2020; however, he has not received it. Additionally, Mr. advised that the virtual gift card was sent to the
incorrect email address; therefore, he requested that we send him another gift
card. And last, based on the information
received from Mr., he
stated that he had an unfavorable customer experience while attempting to
address his concerns.During our initial telephone
conversation with Mr. on August 3, 2020, we offered to review this matter
in detail and follow up with him. Mr.
*** accepted this offer and requested that we send follow up notifications via
email. After a review of our
records, we determined that the first prepaid gift card was sent to the
incorrect email address in error. As a
result, we processed two prepaid gift cards in the amount $100 and $200 and
sent them to Mr.’s email address on file. Mr. responded in kind to our office on August
10, 2020, and confirmed that he has received both gift cards. We appreciate Mr. for taking time to provide
details of his experience with our Customer Care department. We are continually striving to improve the
quality of service provided to our customers. Please be assured that we value customer feedback and that Mr.’s concerns will be forwarded to
the appropriate managerial staff for further review.We regret any frustration
this matter may have caused Mr.. If he needs further assistance with
this matter, he can contact us by calling the Executive Response Team toll-free
at 1-844-282-8211, extension ***. I am
available Monday, Tuesday, Thursday, and Friday from 7:30 a.m. to 5:30 p.m.,
Central Time. Sincerely,Michal M.Executive Response
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Sincerely
I received a collection notice from I.C System for a fraudulent account that was opened in my name at Sprint. The account number is *** at Sprint, with a bill amount of $3,409.74.
I do not understand how someone can fraudulently open an account in my name? Sprint never sent any bills to my home address, had they sent me a bill I could have informed them I did not open a Sprint account. I have been a Verizon account holder for over a decade. Where is their proof? This is a fraudulent account, the Sprint employee who opened the account should be held accountable since they opened the fraudulent account.
How can this be legal? I did not open this account!
August
5, 2020Revdex.com8080
Ward Pkwy, Suite 401Kansas
City, MO 64114Re: Revdex.com File ***, *** Sprint
Case ***To
Whom It May Concern:Sprint Now Part of T-Mobile is in
receipt of the above-referenced complaint of Mr. ***. We appreciate your assistance in bringing Mr.
***’s concerns to our attention.According
to the information provided, Mr., stated that he believes that
a Sprint account was established without his authorization using his
information. Mr. further stated
that he received an invoice from a third-party collection agency, I.C. Systems,
reflecting an account balance of $3,458.43. As a result, he is requesting that this matter be investigated.We
communicated with Mr. on July 31, 2020, regarding his concerns. We confirmed with him that on July 27, 2020, Sprint
mailed an Identify Theft Affidavit to the mailing address listed on his Revdex.com (Revdex.com) complaint. At that time, we
explained that in order for our Fraud Management group to properly investigate
his concerns, Mr. must provide a completed Identity
Theft Affidavit and mail the completed notarized packet,
in addition to the requested documentation, within 30 days for further review. Upon our receipt of the completed packet, a
representative of Sprint’s Fraud Management department will research Mr.
***’s claim and respond to him in writing with our findings. If fraudulent activity is confirmed, the
appropriate credits will be applied to the account, and Mr. will be
promptly notified. We regret any inconvenience this matter may have
caused Mr.. If we can be of further
assistance with this issue, Mr. can contact me by calling our
Executive Response Team toll-free at 1-844-282-8211, ext. ***. I am available Monday through Friday between 9
a.m. and 5 p.m., Central Time.Sincerely,Chanda
L.Executive
Response
I contacted customer regarding a payment arrangement and was advised that I was being charged for insurance that was cancelled over 8 months ago. everytime I call in they say they will fix it and its never fixed. last time I called in they advised me I could pay $250 and then call in on the 5th of August and pay $200 and I would be in the clear. So I called today and the person on the line advised me I had to pay $350 to keep service and made me set up a payment arrangement for the remaining balance. I told them this is not what I was told and she basically told me to pay it or we will have restricted service. I have never in my been treated so rudely and disrespected in my life. She told me that I had mycreditunion rewards waiting for me but will not release them because I am still behind.... The last agent I spoke to was so nice and helped me so much and was so kind. I kept asking questions and she just ignored me and blew me off I also questioned fees which she totally ignored me. I think my bill is completely ridiculous and overpriced and I can NOT believe how I have been treated thru this process and with Covid going on having personal issues around this. I need someone in corporate to reach out to me ASAP since I can not seem to get anyone to let me talk to a manager or a higher up. Since personal and health issues are involved in this I need to discuss via phone. NOW.
August
10, 2020 Revdex.com8080
Ward Parkway, Suite 401Kansas
City, MO 64114Re: Revdex.com Case ***, *** Sprint Account xxxxx***, *** Sprint Case ***To
Whom It May Concern:Sprint Now part of T-Mobile is in receipt of
the above-referenced inquiry of *** on behalf of the Sprint account
holder, Mr. ***. We appreciate
your assistance in bringing our customers’ concerns to our attention. In the information provided, Ms. stated
her dissatisfaction with the level of customer service she received when she
attempted to set up a payment arrangement. She also stated she had requested to have her Sprint
Complete canceled; however, she continued to be billed for the option. She further stated her dissatisfaction that
she was not allowed to collect her Credit Union award because of her account
status. As such, Ms. requested
that we review her concerns. We regret any possible misunderstanding that may have
occurred related to our ability to honor Mr.’s requested payment
arrangements. We realize that situations
may arise that prevent customers from remitting payment by the due date, and
Sprint can assist with payment arrangements, if available. However, not all payment arrangement requests
can be honored, and accepted arrangements may not necessarily ensure that
services will not be suspended. Our
records reflect he currently has a payment arrangement that was established on
August 5, 2020, for $90.77 and is due on August 19, 2020.We also regret any misunderstanding pertaining to Mr.
***’s Sprint Complete. Our records
reflect that he worked with a member of our Customer Care team on January 27, 2020,
and requested that the Sprint Complete options be removed from his
account. Our records also reflect that
due to an inadvertent keying error, the Sprint Complete was not removed from
the line ending in ***. Our records
further reflect that Mr. has incurred monthly service charges of $15 as
reflected on his monthly invoices from February 2020 through August 2020.
Furthermore, our records also reflect that Mr. worked with a member of
our Customer Care team on July 23, 2020, and at time, the Sprint Complete as
removed from the line ending in ***, and Mr. was given a credit of $50.We received a voice mail message from Mr. on
August 7, 2020, requesting that we work with his wife *** on his
behalf to address the aforementioned concerns. We spoke with Ms. *** on August 7, 2020, and we discussed the
information noted above. We also agreed
to credit $90 to Mr.’s Sprint account. This was equal to the remaining monthly service charges that Mr. incurred
from February though July 2020 for the Sprint Complete option. We further explained that Mr.’s Sprint
account would need to be a good standing for the Credit Union award to activate. Ms. indicated her satisfaction with
the resolution we provided. We
appreciate Ms.’s taking time to provide details of Mr.’s
experience with our Customer Care and Consumer Finance Services
representatives. We are continually
seeking ways to improve the quality of service provided to our customers. Please be assured that we value their
feedback and that her concerns have been forwarded to the appropriate
managerial staff for further review.We believe that Ms.’s reported concerns have
been fully addressed. However, if she or
Mr. would like to discuss this matter further, she can contact me by
calling our Executive Response Team toll-free at 1-855-848-3280, ext.
***. I am available Monday through Friday from 8:30
a.m. to 4:30 p.m., Central Time. Sincerely, Katherine
D.Executive
Response
This is my third Revdex.com complaint against Sprint in the last 1.5 years all around the same issue. I purchased two phones under a promotional deal and it was never awarded to me. My first complaint was to get the Christmas promo added. They made an adjustment and a credit was applied monthly for awhile for the leases on phone numbers ending *** and ***. Then, I started being billed the full amount again on each phone of $45.84 so I filed another Revdex.com complaint. The same gentleman from Sprint responded and he said he would put a waiver on my account for the promotional discounts and I would not have this issue again. However I am now writing AGAIN a third time because again I am paying full price on the leases for phones ending *** and ***. I should NOT be paying $45.84 for the monthly lease on these phones. If you look at the history of my bills you can see credits in the past and monthly phone bills much less than the $343.30 I have been paying the last couple months. What is it actually going to take to get this resolved once and for all. I will say that I will be switching to AT&T as soon as my 5 phones are all paid off which I may need to do sooner rather than later so I can get out of this non stop monitoring of my bill and the aggravation of having to file a Revdex.com complaint every couple months because nobody at your customer service number knows what to do or how to properly resolve. It should not be this hard. I have been with Sprint for MANY years, I have 5 phones on my plan, and I pay hundred and hundreds of dollars every month....I shouldn't have to work this hard to get the right amount billed per the promo that was offered when I purchased the two phones ending in *** and ***. They are the EXACT same phone, just a different color, and the discount promo was the same for each.
August
11, 2020Revdex.com8080
Ward Parkway, Suite 401Kansas
City, MO 64114Re: Revdex.com File *** Sprint Account XXXXX***, *** Sprint Case ***To
Whom It May Concern:Sprint
Now part of T-Mobile is in receipt of the above-referenced inquiry filed by Ms.
Angela ***. We appreciate your
assistance in bringing our customers’ concerns to our attention.In her inquiry, Ms. stated at the time of sale, she was told
that she would receive a Lease One Get One (LOGO) promotion yet has encountered
difficulty in this promotion remaining active on her Sprint account. Ms. requested
that Sprint reinstate the promotions as offered.Our records reflect that Ms. upgraded two lines
on December 15, 2018, to an Apple iPhone XS and an Apple iPhone XS Max. We further confirmed we previously corrected
the unapplied LOGO credit by applying a credit that would appear monthly for 12
months. However, in so doing this, did
not account for the final month of Ms.’s lease agreements. Therefore, Ms. did not receive one
month of the LOGO promotional credit. Therefore, we applied credits totaling $23. Ms. understood the information
provided.We
also appreciate Ms. for taking time to provide the details of
her experience with our Customer Care team. We are continually striving to improve the quality of service provided
to our customers. Please be assured that
we value customer feedback and that Ms.’s concerns will be
forwarded to the appropriate managerial staff for further review.We regret
any inconvenience that Ms. may have experienced as a result of this
matter. If we can be of further
assistance, Ms. can contact me by calling our Executive Response Team
toll-free at 1-844-282-8211, ext. ***. I am available Monday through Friday between 7:30 a.m. to 3:30 p.m.,
Central Time.Sincerely,Travis
M.Executive
Response
T-Mobile bought Sprint and changed certain policies that affect current customers, including myself; ability to upgrade their devices and how much they have to pay to upgrade. T-Mobile did not make customers aware if such changes. When I got service with Sprint 2 years ago, I was told that I could upgrade once my device is paid off. I was told that I could upgrade early if I returned my current device in good working condition. I was also told that I may have a down payment but it would never be over half of the device. This was also indicated in the terms and conditions of my lease paperwork.
Today I logged into our account to check how much it would be if I upgrade my line. I was presented with 3 options for my current device; Return it and pay a small amount, pay it off and own it or continue to make payments on it. I selected option 1 Return it and pay a small amount. I picked the new device. However, it only gave me the option to pay for it full price. There was no option to finance the device. I contacted Sprint via Chat and they informed me that due to the Merger T-Mobile changed their policies regarding upgrading devices etc. I informed them these changes is different than whats in the lease agreement from Sprint.
Because of these changes I am unable to upgrade my devices and therefore wish to have all my lease agreements cancelled so that I can take my service elsewhere.
August 12, 2020Revdex.com8080 Ward Parkway, Suite 401Kansas City, MO 64114Re: Revdex.com Complaint ***,
*** Sprint Account ***, *** Sprint Case ***To Whom It May Concern:The above-referenced inquiry has
been forwarded to our office for review. Sprint Now Part of T-Mobile appreciates your assistance in bringing our
customers’ concern to our attention. Mr. ***, an authorized
user on the account of Ms. ***, expressed his dissatisfaction with the purchase options available to upgrade
to a new device on an existing line of service on Ms.’s Sprint account,
specifically referencing the down payment required on new devices. He indicated that he was previously advised
of a lower required down payment amount, but he is now being advised of a
higher amount. As a result of this
matter, he has requested to have Sprint review the device financing policy and
provide him with detailed information regarding the change. Sprint and the New T-Mobile
provides services to customers based on credit terms established via credit
check that determines the available lines of service and device financing
buying authority for each account. The
terms for credit and device financing buying authority that are assigned to
accounts is proprietary and based on many internal factors. Legacy Sprint
customers may notice a change in the way they are able to purchase or upgrade
equipment. Our goal is to offer products
and services with the lowest overall cost and highest value to our
customers. In keeping with that
commitment, Sprint and the New T-Mobile assigns the device financing buying
authority per account that cannot be changed or altered. The account’s device financing buying
authority provides a total available amount for equipment financing, as well as
a per-device allotment. As a result, any
amount financed over the assigned device financing buying limits will be
required as a capital cost reduction payment, which is applied to the total
overall cost of the new device. Additionally, some customers may be required to
pay a service deposit to activate additional eligible phone lines. Service
deposits are refundable and may incur interest in some states as required by
law. Some customers may see an increase
in the upfront cost to upgrade their device; however, they may pay the same or less over time for the total
cost of the device.During our conversation with Mr.
on August 10, 2020, we provided the above noted information. Mr. indicated his understanding and
that he will review his available options based on the current rate structure
and policy regarding device credit and financing. He thanked us for our time and verified that
he had no further inquiries.We appreciate Mr.
***’s taking time to provide details of his experiences with our customer service representatives. We are continually striving to improve the
quality of service provided to our customers. Please be assured that we value customer feedback and that these concerns will be forwarded to the appropriate managerial
staff for further review. We regret any inconvenience this
matter may have caused Mr., and thank him for his business. If Mr. would like to discuss this matter further, he can contact me by calling our
Executive Response Team toll-free at 1-844-282-8211, extension ***. I am available Monday through Friday between
7:30 a.m. and 3:30 p.m., Central Time.Sincerely,John C.Executive Response
HELLO,
I SIGNED UP FOR THE PLAN THAT HAS $100- FOR 5 LINES.
I WAS ASSIGNED A HIGHER RATE. I WENT TO COMPLAIN TO THE PLACE WHERE I GOT THIS, WAS PROMISED I WOULD BE CREDIT THE AMOUNT THAT THEY OVER CHARGED ME.
THIS HAS NOT HAPPENED. I HAVE GONE TO THE LOCATION ONLY TO FIND THAT THE MANGER IS NOT IN AND SO FORTH, THIS HAS NOT BEEN RESOLVED.
I NEED THIS TO BE RESOLVED.
August
4, 2020Revdex.com8080
Ward Parkway, Suite 401Kansas
City, MO 64114Re: Revdex.com Case ***, ***
*** Sprint Account XXXXX*** Sprint Case ***To
Whom It May Concern:Sprint is
in receipt of the above referenced complaint of Ms. ***. We appreciate your assistance in bringing our
customers’ concern to our attention.According to the
information provided, Ms. stated upon activating her account, she was offered
five lines of service for $100; however, her monthly charges are higher than
anticipated. Furthermore, she described
an unfavorable experience during her attempts to address this matter. As a result, Ms. requested that Sprint
review her concerns and provide her with an amicable resolution. With
respect, we would note that any invoice balance estimate provided by Sprint
would not constitute a promise of future invoice balances. Changes to taxes, service plan selections
including the addition of a Service Agreement device Lease or Installment
billing option, additional purchases or subscriptions, could result in invoice
balance changes. Furthermore, in our effort
to provide clear communication about our devices, features, promotions and
pricing, Sprint publishes an overview and our retail brochures, displays,
partner stores, and website at www.sprint.com have not deviated
from the published information. Our
records indicate that on July 28, 2020, Ms.’ service plan was updated by
our Customer Care group. Ms.
elected to remove the Unlimited Plus add-on service from lines ending with ***
and ***. Our records further reflect
that Ms. is subscribed to our Unlimited Basic plan, which is $65 for
line one, $45 for line two and $5 for lines three through five until July 31,
2021. Additionally, this plan is
eligible for a $5 autopay discount on lines one through ten. We spoke
with Ms. on July 28, 2020 and explained the above-conducted research. After a thorough review of the account, we
confirmed Ms. is being billed correctly according to the selected price
plan, equipment, and options. At that
time Ms. stated she was unaware of the Unlimited Plus add-on services billed
to lines ending in *** and ***. Although
we sustain that these charges are valid, as a goodwill gesture and to
demonstrate our commitment to customer service, we applied a $30 service credit
to her account to offset the Unlimited Plus add-on service charges billed to
her June and July invoices. Ms. accepted
our offer and confirmed her satisfaction with our resolution. We appreciate Ms.
for taking the time
to provide details of her experience with our Customer Service group. We are continually striving to improve the
quality of service provided to our customers. Please be assured that we value customer feedback and will utilize this
input to improve our training and processes.We regret any inconvenience this matter may have
caused. If Ms. needs further
assistance regarding this matter, we invite her to contact me by calling our
Executive and Regulatory Services department toll-free at 1-844-282-8211,
extension ***. I am available Sunday
between 1:30 p.m. and 9:00 p.m, and Monday through Thursday between 7:30 a.m.
and 3:00 p.m., Central Time.Sincerely,Sarah V.Executive Services Associate Analyst
Hello,I am *** that filed the complaint to your attention.This has been resolved and I am happy with the outcome.Can you kindly, make it known to the Sprint/T-Mobile company that this has been resolved?I am getting phone calls and e-mails trying to resolve this issue.Any information or update you may need, please do not hesitate to contact me.Regards
I found out my bill was changed to a forever plan without my knowledge or consent. I called to change my phone so that I can own all 4 devices in 6 months and was told I couldn’t because it would have to been done last month in June 2020. I do not want forever plan on my account and never signed anything stating I wanted this type of plan. I want to own all 4 phones and pay them off. I do want another phone on my account at this time and I want to own my phone. Please change my plan back so I can own my phones. I want all 4 phones on my account set so that I can pay them off. I do not want any forever plan on this account. Sprint taking advantage of people like me who loss their job.
August
4, 2020Revdex.com8080
Ward Parkway, Suite 401Kansas
City, MO 64114Re:
Revdex.com File ***, *** Sprint
Account XXXXX*** Sprint
Case *** To
Whom It May Concern:The
above-referenced complaint of Mr. *** has been forwarded to our
office for review. We appreciate your
assistance in bringing our customer’s concern to our attention. In the information provided, Mr.
states his Lease Agreements were changed to an extended month-to-month lease term
without his consent or knowledge. Additionally, Mr. states Customer Care was not able to assist him
when he requested to purchase his leased devices in 6 monthly payments. Mr. requests Sprint to remove the
extended month-to-month lease terms and allow him to purchase his leased
devices. Sprint launched the Sprint Flex Lease
program, an option that provides qualified new and existing customers the
flexibility to lease select devices for a lower monthly cost versus purchasing
the device. Lease payment varies by
device and a down payment may be required and varies by customer and
device. With a Sprint Flex lease option,
Sprint owns the device. At the end of
the lease term, customers can continue to lease the device on a month-to-month
basis, cancel the lease and pay the Lease Device Purchase Price (DPP) (please
note that this option is not available in all states) to purchase and own the
device outright, return it to us, or return it to us and upgrade to the latest
device. Please note that month-to-month
payments beyond the lease term are not applied towards the purchase price of
the device. For further information
regarding Sprint leasing options, please visit www.sprint.com/lease. In
an attempt to address Mr.’s concerns, we reviewed his account. Our
records indicate that on December 12, 2018, Mr. activated phone numbers
ending in ***, ***, ***, and *** with respective 18-month Lease Agreements
***, ***, ***, and *** for two
Apple iPhone 8 Plus and two Apple iPhone XR devices. Since Mr. did not elect to purchase
his leased devices or return the devices and upgrade upon the completions of
his 18-month Lease Agreements, he continued to be billed month-to-month lease
charges for these lines. Since we are
unable to determine any miscommunication regarding the terms of his Lease
Agreement, the charges are. Our
records further indicate that on July 22, 2020, Mr. purchased the four
leased devices for phone numbers ending in ***, ***, ***,
and *** via
Sprint.com with respective 9-month Installment Billing Agreements ***,
***, ***, and ***. On August 3, 2020, we applied one-time
courtesy credits totaling $267.02, which represents two months of the billed
month-to-month charges. We
spoke with Mr. on August 3, 2020, regarding his concerns and provided him
with the above information. We explained
that his account reflects a credit balance of $267.02 that will apply towards
his August 2020 billing statement. Additionally, the month-to-month lease terms will be updated at the
beginning of the billing cycle, which is August 14, 2020. Mr. agreed that this resolved his concerns. We appreciate Mr. taking
time to provide details of his experience. We are continually striving to improve the
quality of service provided to our customers. Please be assured that we value Mr.’s feedback
and will utilize this input to improve our training and processes.We regret any frustration this
concern may have caused. If we can be of
further assistance with this matter, Mr. can contact me directly by calling our
Executive & Regulatory Services department toll-free at 1-844-282-8211,
ext. ***. I am available Monday through
Friday between 7:30 a.m. and 3:30 p.m., Central Time.Sincerely,Jaime
R.Executive Services Analyst
August
18, 2020Revdex.com12639
W Explorer Dr, Ste 200Boise,
ID 83713Re:
Revdex.com File ***, *** Sprint
Account XXXXX*** Sprint
Case *** To
Whom It May Concern:The
above-referenced complaint of Mr. *** has been forwarded to our
office for review. We appreciate your
assistance in bringing our customer’s concern to our attention. In the information provided, Mr.
states his Lease Agreements were changed to an extended month-to-month lease term
without his consent or knowledge. Additionally, Mr. states Customer Care was not able to assist him
when he requested to purchase his leased devices in 6 monthly payments. Mr. requests Sprint to remove the
extended month-to-month lease terms and allow him to purchase his leased
devices. Sprint launched the Sprint Flex Lease
program, an option that provides qualified new and existing customers the
flexibility to lease select devices for a lower monthly cost versus purchasing
the device. Lease payment varies by
device and a down payment may be required and varies by customer and
device. With a Sprint Flex lease option,
Sprint owns the device. At the end of
the lease term, customers can continue to lease the device on a month-to-month
basis, cancel the lease and pay the Lease Device Purchase Price (DPP) (please
note that this option is not available in all states) to purchase and own the
device outright, return it to us, or return it to us and upgrade to the latest
device. Please note that month-to-month
payments beyond the lease term are not applied towards the purchase price of
the device. For further information
regarding Sprint leasing options, please visit www.sprint.com/lease. In
an attempt to address Mr.’s concerns, we reviewed his account. Our
records indicate that on December 12, 2018, Mr. activated phone numbers
ending in ***, ***, ***, and *** with respective 18-month Lease Agreements
***, ***, ***, and *** for two
Apple iPhone 8 Plus and two Apple iPhone XR devices. Since Mr. did not elect to purchase
his leased devices or return the devices and upgrade upon the completions of
his 18-month Lease Agreements, he continued to be billed month-to-month lease
charges for these lines. Since we are
unable to determine any miscommunication regarding the terms of his Lease
Agreement, the charges are. Our
records further indicate that on July 22, 2020, Mr. purchased the four
leased devices for phone numbers ending in ***, ***,
***, and *** via
Sprint.com with respective 9-month Installment Billing Agreements WEB-F-***,
WEB-F-***, WEB-F-***, and WEB-F-***. On August 3, 2020, we applied one-time
courtesy credits totaling $267.02, which represents two months of the billed
month-to-month charges. We
spoke with Mr. on August 3, 2020, regarding his concerns and provided him
with the above information. We explained
that his account reflects a credit balance of $267.02 that will apply towards
his August 2020 billing statement. Additionally, the month-to-month lease terms will be updated at the
beginning of the billing cycle, which is August 14, 2020. Mr. agreed that this resolved his
concerns. We appreciate Mr. taking
time to provide details of his experience. We are continually striving to improve the
quality of service provided to our customers. Please be assured that we value Mr.’s feedback
and will utilize this input to improve our training and processes.We regret any frustration this
concern may have caused. If we can be of
further assistance with this matter, Mr. can contact me directly by calling our
Executive & Regulatory Services department toll-free at 1-844-282-8211,
ext. ***. I am available Monday through
Friday between 7:30 a.m. and 3:30 p.m., Central Time.Sincerely,Jaime
R.Executive Services Analyst
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Sincerely
I have selected purchase phone instead of extended lease and it does not get changed. I am paying now on a lease that should be a purchase which is wasting my money. I called sprint several times already and it still doesn't get changed. also when I called the last time the customer service rep told me they would now give me the phones for free, the next customer service rep. told me they would pull and analyze the phone call and get back in contact with me in 48 hours this never happened. also I changed the service plan and that still not changed.
August
17, 2020Revdex.com12639
West Explorer Drive, Suite 200Boise,
ID 83713Re: Revdex.com Case *** Account XXXXX***, *** Case ***To
Whom It May Concern:Sprint
Now part of T-Mobile is in receipt of the above-referenced complaint of Edward
***. We appreciate your assistance
in bringing our customers’ concerns to our attention. According
to the information provided, Mr. states that he chose to purchase his
leased devices; however, he continued to be billed the month-to-month leasing
charge, which he is disputing. Additionally, Mr. states that he requested to change his rate
plan; however, the rate plan has not been changed. Mr. requests that
we apply the month-to-month lease payments to satisfy the Lease Device Purchase
Price. Sprint
launched the Sprint Flex Lease program, an option that provides qualified new
and existing customers the flexibility to lease select devices for a lower
monthly cost versus purchasing the device. Lease payment varies by device and a down payment may be required and
varies by customer and device. With a
Sprint Flex lease option, Sprint owns the device. At the end of the lease term, customers can
continue to lease the device on a month-to-month basis, cancel the lease and
pay the Lease Device Purchase Price (DPP) (please note that this option is not
available in all states) to purchase and own the device outright, return it to
us, or return it to us and upgrade to the latest device. For further information regarding Sprint
leasing options, please visit www.sprint.com/lease.We
confirmed that, Mr.’s lease agreements clearly and conspicuously
discloses that upon the satisfaction of the lease agreement, if he does not
return the device, he will be billed a month-to-month charge and if he chooses
to keep the device, he will be billed the Lease Device Purchase amount, which
is separate from the monthly lease charge once the lease is canceled. The month-to-month charge is not applied
toward the Lease Device Purchase amount, this is outlined in the Terms and
Conditions of his agreement. Once
the lease is satisfied, for a limited time, customers can elect to pay the
Lease Device Purchase amount via a six-month installment option. Customers can select this option and agree to
the terms via the My Sprint app on their mobile device or by visiting a Sprint
store. Based
on our thorough review of Mr.’s account records, he obtained three
devices under an 18-month Flex Lease agreement on June 29, 2018, which was
satisfied on November 28, 2019. On his November 2019 invoice, there is written notification
next to each line of service stating “This line of service has completed it’s
lease term agreement. You should have received a message with detailed end of
lease options. Or you can find this information in your lease agreement in the
“Options upon Expiration of the Lease Term.” Some purchase restrictions apply
depending on the state.” Our records do not indicate that Mr. selected
the Lease Device Purchase option on Sprint.com/MySprint or visited a Sprint corporate
store to complete the transaction. Because an end-of-lease selection was not made, the month-to-month
charges are valid. We
spoke with Mr. on August 14, 2020, to address the issues brought forth
in his complaint. We confirmed that Mr.
*** has been paying the month-to-month charges on the three devices for
seven months and those month to month payments totaled an amount equal to or
above the amount of the Leased Device Purchase Price on each of the three
devices. Although the charges are valid and no credit is due, as a one-time
courtesy, we agreed to close the associated lease agreements and designate each
device as paid in full. With
respect to Mr.’s price plan, we advised him that the introductory
discounted pricing expired on June 30, 2020, and the three lines of service are
currently on the standard Unlimited Basic price plan. We
regret any inconvenience this matter may have caused Mr.. If he has any further questions, I can be
reached directly by calling the Executive Response Team toll free at
1-844-282-8211, ext. 9010. I am
available Monday through Friday between 8:30 a.m. and 4:30 p.m., Central Time. Sincerely, Valerie
C.Executive
Response Analyst
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Sincerely
I purchased an I Pad for formerly from Sprint. The first one had to be replaced so I received a replacement in April. Late July the volume buttons on the replacement no longer function. The volume would not turn down. So on August 1st my daughter took it into the T Mobile store since they have replaced all the Sprint stores. The gentle told her that the volume buttons were stuck. Then he went on to say that my I Pad was bent and it would no longer be under warranty . First the replacement IPad has been in a case since I received it.I have an older model and to this day the volume buttons still work. He disabled the buttons and told my child to use the setting buttons for the volume. I don’t know what kind of scam this company is trying to pull. They sent me a used IPad and then attempt to void my warranty.
August 11, 2020Revdex.com8080 Ward Parkway, Suite 401Kansas City, MO 64114Re: Revdex.com File ***, *** Sprint
Account xxxxx*** Sprint Case *** To Whom It May Concern:Sprint Now part of T-Mobile is in receipt of the
above-referenced inquiry of Ms. ***. We appreciate your assistance in bringing our
customers’ concerns to our attention. In her inquiry, Ms. expressed dissatisfaction with
the repair/replacement options provided for her iPad 7 device associated with Sprint
phone number ending in ***. She advised
that she has received conflicting information on how to have the device
repaired or replaced via warranty. Ms.
requested that we review this matter.We regret any difficulty Ms. may have experienced
with her referenced device, as well as any possible misunderstanding that may
have occurred related to her repair and replacement options. All new Sprint devices come with a limited
one-year manufacturer’s warranty. Sprint
customers are also given the option to subscribe to Sprint Complete, a device
protection, option within the first 30 days of activating a new device. Sprint Complete provides Sprint customers
with a cost-efficient way to protect their devices against loss, damage, and
wear and tear that is not covered under the provisions of the limited one-year
manufacturer’s warranty.Our records reflect that Ms. subscribes to Sprint
Complete on the referenced device that was activated on December 19, 2019. Our records also reflect that Ms. visited
one of our service and repair locations, but was unable to have the device
repaired or replaced. Our records
further indicate that Ms. contacted Asurion and they offered to replace
the iPad for a $200 deductible. We spoke with Ms. on August 10, 2020, and explained
the information outlined above. As a
one-time courtesy we offered a $100 credit to Ms.’s account if she
accepted the offer from Asurion to have her device replaced; however, Ms.
*** declined our offer. I expressed
to Ms. that our offer will be available until August 24th, 2020. We also recommended that she reach out
to Apple directly for assistance. We regret any inconvenience these
issues may have caused Ms.. If
we can be further assistance with these matters, she can contact me directly by
calling our Executive & Regulatory Services department toll free at
1-844-282-8211, ext. ***. I am
available Monday, Tuesday, Thursday, and Friday between 7:30 a.m. and 5:30
p.m., Central Time.Sincerely,Marcus C Executive Response