Sprint... a.k.a. Why I want to put a gun in my mouth

Samsung Upstage
Purchased for my husband, returning from Iraq
on 11/14/07
through Sprint.com
Web Confirmation Number: ##-####-#########

Attempted activatation
on 11/25/07
Deemed “Fradulent” by a Sprint Representative
Unable to activate phone

Had to take Phone to Sprint Store
They ordered a “return kit” for the phone
Made me buy a new phone using my debit card
Charged me $162.36, which cleared my bank acct
on 12/03/07

Return Kit
Confirmation Number: ###############
Received kit on 11/27/08
Sent kit with phone on 11/28/07

Original Phone Charged to Sprint Account
$299.99
on Bill Cycle beginning 12/08/07
Even though the return was already “being processed” (supposedly).

Called Sprint Customer Service
on 12/09/07
Telling them no credit had been applied to the account.
They stated that a Temporary Credit of
-$299.99
would be applied to our account
on the next bill cycle, beginning 01/08/07.

Temporary Credit Reversed
$299.99 charged to Sprint account
on bill cycle, beginning 02/08/08

Called Sprint Customer Service
on 02/12/08
Spoke to Representative 4D90, C.J. Lee
Said that the account would be credited for $299.99
but not until the next billing cycle
Said that we would have to pay our then-current bill
of $421.24 in full
*before* the credit would be applied directly to our account
(not a paper check, mailed in 4-6 weeks..
but a direct credit, which “should be applied by your next bill.”).
We paid the bill in full
on 03/06/08
under the assumption that we’d see a credit further down the line, i.e. on our next bill.

Received an automated email from Sprint.com
on 03/18/08
saying that our newest bill was available
for $132.58
Proving that the credit, after four months, has STILL yet to be processed.

Spoke to TWO customer service representatives
After being HUNG UP ON TWICE
Finally explained the situation to a representative who stayed on the line with me
who called himself “randomly picked”
and would not give me his name
He spoke to his supervisor
who called himself “Brian”
said that the account would receive a direct credit
of $299.99
effective “immediately”
on 03/18/08
Took me one 28-minute call (being hung up on)
and one 45+ minute call (I’m still on hold….)
to finally speak to a supervisor…
All of those minutes which WOULD come out of my contract.

They finally told me that I would see the credit instantly
Although I kept him on the line long enough to check my account online
and my online account still reflected no credit.
I asked him for a confirmation number, a case number, a claim number, OR..
If he could not provide me with any of these,
his Representative number or his name.
He would not give me any of those things.

(Thinking back, I should have asked him to email me a confirmation email
that the credit HAD been applied, as he stated it had.)

I still have yet to see any credit.





The gist:

Sprint is a soul-sucking company who just wants your money, no matter how miserable they make their loyal customers and how many nameless, random representatives you have to cry your eyes out to concerning THEIR stupid mistakes. Please stay away, if you want to keep ANY of your sanity. We are so desperate to get out of our contract because of all the stress they’ve given us! But they won’t terminate our contract. We may be taking legal action against them if they don’t resolve the issue. So help me, they’d better.