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.
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.