Good day,*I am writing to express my frustration with an ongoing issue with Sprint. I h...

GetHuman-karynny's customer service issue with Sprint Corporate Care from July 2018

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Good day,*I am writing to express my frustration with an ongoing issue with Sprint. I have contacted Sprint via chat and Customer Care phone line on several dates ( *****, *****, *****, *****, and ********) and other dates that I have not specifically documented. **The issue is this: My daughters phone was stolen. ***-***-****. I called to report the phone stolen and see what we need to do to about either purchasing or leasing a new device. **First, Sprint told me that I have to pay the lease and device payoff of $*** before taxes. Then within the same chat, the customer service provider stated that I would need to pay $*** before taxes in order to pay off the device and the remainder of my lease agreement. **Once this is paid, then I will be able to select a phone.**I was still unable to select the phone on the site as "this line is not eligible for upgrade"**I called* chatted again, at which time Sprint told me that I am paying for * devices on this line. I was surprised to hear this, because my daughter and mother turned the device into a Sprint Store back in September. Customer Care told me that you have no record of this being turned in, so I should go to the store that they turned it in and see if they can help. I have not done this as my experience with Sprint is less than stellar.**Again, I spoke with the Customer Care team, who said that I need to pay off a total of about *** dollars for one device and *** for the other device. Once that is paid, I will be able to select a new device. I made a payment arrangement at that time ( May) that I would pay off the remainder on June *, which I paid. **I look at my bill now. It STILL says that I am paying on a device for that line (***-***-****).**I tried customer care via chat on ***** and again on the phone RIGHT NOW with a woman who cannot help me. I have been on a terminal hold for ** minutes. **Sprint Customer Care is lacking. Though I am TRYING to pay my debt and figure out the next steps, it does not seem that Sprint has anyone in customer care who anyone actually help solve the problem. My husband and I have been loyal customers for many years. This is beyond frustrating and we are seriously considering changing service. If in fact we do decide, what is the process to return the currently leased devices? **Thanks in advance for your attention to this matter.**Sincerely,*Karyn Ryan Canales*Sprint Customer since ****

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Sprint Corporate Care

Customer service issue
Reported by GetHuman-karynny
Jul 7th, 2018 - 3 years ago
Not resolved
Seen by 1 customer so far
Similar issue to 481 others
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GetHuman-karynny started working on this issue
Jul 7th, 2018 7:25pm