I have been a Sprint customer for ** YEARS, and I have never received such horrible cus...

GetHuman-denekac's customer service issue with Sprint Corporate Care from December 2018

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The issue in GetHuman-denekac's own words
I have been a Sprint customer for ** YEARS, and I have never received such horrible customer service and account mishandling as I have in the past few months. Earlier this year, I added a fourth line to my account for my **yr old mother that lives in a rural area of Arkansas as she is preparing to retire and is unable to get wifi service where she lives. When I received the phone at my residence in Mckinney, TX, I set up all services for her prior to sending it to her so that she would only have to power it on to begin using it. A week after receiving the phone, she began telling me that she could not get the internet or the apps that I downloaded for her to work. She also stated that other relatives said they had been calling her but she didn’t have any missed calls. I had my sister go over to make sure that there wasn’t something that she was doing wrong and there wasn’t. I called Sprint and advised the rep that my mother wasn’t getting good service in her area. They checked the service and confirmed that it was a very weak signal. I asked what my options were, and I was told someone in the department that handled these issues would call me back within a few days. No one ever called. I called again and told the rep about the service issues. She stated that you all could send my mother a “magic box” that would improve the signal. I called my mother a week later and she said that she never received it. I told her to send me the phone. After I received the phone and confirmed that it worked just fine at my residence. I called Sprint again to discuss canceling the line due to lack of service at my mother’s residence. The rep asked me to unlock the phone after which I was instructed to reset it. The rep said that she would send me a return kit and I was to return the phone upon receipt. I specially asked the rep if I would be charged. She stated that the charges my appear after the phone was returned but would be removed as I was returning the phone due to no service. I returned the phone and now three months later I am being charged a ridiculous amount of money because supposedly the return was not processed correctly. I was told that they needed to change my account address to my mother’s address so that it could be corrected in *-* days. They changed the address and sent my mother a return kit even though the phone was already returned months ago but I am still being charged. I called again and was told the charges are valid and there was nothing that could be done because it wasn’t processed correctly as a cancellation due to lack of service in the area. After over an hour on the phone I was told it would be “escalated” and I’d be contacted in *-* days. Which I know won’t happen, because no one has ever contacted me. Yet, I’m still getting texts about suspending my service. I have three lines on my account and every time I call for a new phone I’m thanked repeatedly for being a Sprint customer for **yrs, but now that Sprint has made a mistake I am suddenly no longer a valued customer. I want someone to review my entire account from when I called to add the fourth line (***-***-****) to now and get this resolved because this is despicable. I have three other lines that I have had for years, so I am obviously not just attempting to get out of a contract.**Regards,**Deneka Collins*Ph:***-***-*****Pin:*******

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Sprint Corporate Care

Customer service issue
Reported by GetHuman-denekac
Dec 21st, 2018 - 4 years ago
Not resolved
Seen by 7 customers so far
Similar issue to 1622 others
0 customers following this

Timeline

GetHuman-denekac started working on this issue
Dec 21st, 2018 6:39pm