Two new phone lines and $2,000 extra on my bill? What gives, Sprint?

By | January 21st, 2017

Sprint billed Kathleen Schaum for phones she didn’t order. Can our advocates help her get this straightened out?

Question: I’m a long-time Sprint customer. I currently have four phone lines through Sprint.

A couple of months ago, I received a strange email about a new phone being ordered. I did not order a new phone, so I called Sprint. I was told that there was no new phone being added to my account, so I should ignore the email. Same response a few days later when I received a similar email. (They thought I was crazy, I think.)

Fast forward another few weeks or so, and I was looking at my account online. I saw close to $2,000 in charges and two new lines listed. After ongoing discussion, they finally agreed to initiate a fraud claim. They told me I would be contacted by the fraud department within three to 10 days. But I was never contacted.

So I called the fraud department myself. After waiting on hold for about an hour, I was told the matter was resolved. Instead, I found that I was unable to access my account — without the professional courtesy of prior notice. Moreover, I was once again referred to the fraud department, but even a customer representative abandoned me during the long transfer hold as a waste of her time. — Kathleen Schaum, San Francisco.

Answer:Sprint should have charged you for the lines you ordered. No more, no less.


When you see an extra charge on your bill, contact the company immediately. Phone companies like Sprint seem to prefer calls, but you can also escalate your case if you’re not getting the help you deserve. Here are Sprint’s contacts.

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It may be a little late to invoke Sprint’s much-touted 30-day satisfaction guarantee. And Sprint should be grateful that a four-line customer has not switched to another carrier. To say this should not have happened even to a one-line user is obvious.

Your next step? Contacting one of Sprint’s customer service executives. We list the names, numbers and emails on this site.

And that’s exactly what you did.

Within five minutes after you sent an email, a Sprint representative called you back.

“Within another two hours,” you write, “I got a second call from Sprint, and the representative was exceptional. She was appropriately apologetic for the appalling service I had been provided, and worked through each of my issues to resolve them. She provided her direct line so that I can contact her if I continue to have any issues.”

And that, my friends, is how it’s done.



  • Kathi C

    Ahhh exactly what happened? Feel like the whole middle of the story is missing!

  • Alan Gore

    The email she got was probably a phish. Calling Sprint right away was the right thing to do, despite Sprint’s crappy handling of the case. Has she clicked on a link in the email, she would have been connected to a website that looks enough like Sprint o lull her into giving up password, SSN and other personal vitals.

  • Reporter1

    That may be true, but it’s pure speculation. I agree that we’re missing part of the story here.

  • John Keahey

    This story was not worth doing. There is no explanation about what happened or why. A lot missing and not worth the time.

  • Rebecca

    Sprint can’t release the info of what actually happened, for liability reasons. Almost certainly, someone stole her identity (or at least her Sprint login and account info), added 2 new lines with 2 new top on the line phones. Usually, their intentions are to sell the phones, not use them personally.

    I am worried I don’t see here that the OP hasn’t placed a fraud alert on her credit report. She also needs to pull her free copy – don’t let them talk you into anything, it’s a rip off – at annualcreditreport.com. If you have to enter a credit card number, you’re on the wrong site. You’re going to get billed, and it’s an auto pay that’s difficult to stop.

  • cscasi

    Absolutely agree. The best thing to do was to immediately call Sprint. But, since we do not have a lot of the story, we only know that it took a really lot of effort on her part to get the matter resolved. Calling one of Sprint’s customer service executives, which I take it she got the number off the list available from Chris, she was finally able to get it resolved.
    In any case, I am glad she did get it resolved.

  • KennyG

    Just wondering if it was in fact a phishing email, and not actually from Sprint, and she called Sprint, rather than clicking on a bogus link in the email,. how did Sprint wind up charging her for phones she never ordered?

  • FQTVLR

    What does the 30-day satisfaction guarantee have to do with what appears to be fraud? This post, like the one on the Aspen hotel yesterday, is missing so much information that it makes no sense. A re-write telling us what the actual problem was might make the resolution make sense.

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