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The issue in GetHuman1976008's own words
To whom it may concern***I am filling this LETTER OF DISPUTE:**My name is Mark Gaston and I have been a customer of Sprint since **** when I purchased a Samsung Galaxy S* and signed up on Sprint "Go" prepaid services which later was changed to Sprint Forward I also enrolled in the "Auto-pay" at the same time.**The dispute is over several issues that have transpired over the past several days I will try to explain in this letter to the best of my ability, the main problem that led to everything else started On January **th, **** when I received a text message from Sprint informing me that in the near future Sprint was phasing out the Sprint Forward pre-paid program which I'm currently on and suggested that I could migrate from Sprint Forward to a Sprint post-paid account. I followed the link that was provided to learn more about how the process would work and was directed to the Sprint Forward pre-paid website. (https:**prepaid.sprint.com*?ECID*vanity:prepaid*!*support*faqs* )**According to the "What is Sprint Forward FAQs" website I am eligible to migrate over to a post-paid account where I would be eligible to take advantage of "Sprint's best device pricing on any available phone with no activation fee and no credit check" according to the website because I have made ** consecutive payments, on time and have not had a laspe in service I'm eligible However in here is where all my problems started, after reviewing the above mentioned information on your website I then called Sprint sales Thursday, January **th after spending several hours on the phone that day with Sprint and was finally told that this could not be taken care of over the phone and that I needed only to go to my local Sprint store for them to get everything set up so the following day, Friday the **th of January I went to the Sprint store at *** Patton Ave, Asheville, NC *****, I attempted to explain to the person in charge, but I soon realized that he really didn't want to try and help me so I was told that they could not help me and that only Sprint corporate could and at that point they gave me the same numbers to Sprint's sales that's I had already had been in contact with upon leaving the store I called Sprint again and spoke to a representative name Anthony made explain everything all over again to him only to be transfer yet another time, this was after being on the phone with him for over ** minutes, at this point I asked to speak to a manager or someone who is in a position of authority, however I was transferred to another sales representative by the name of Chris, who I then had to explained what I was wanting to do all over again, Chris informs me that he "could" take care of this, yet after another hour or so with him on the phone with me explicitly telling him that I did not want my credit ran because I was a Sprint Forward customer and had been for over * years and according to Sprint's website I didn't have to go through a credit check because I had already met the criteria to be eligible to take advantage of any special device and plan financing, I also read him exactly what the website says and I quote "Sprint Forward is a pay-in-advance rate plan that allows eligible customers to receive our best device financing offer with no credit check, and move to postpaid service after ** months consecutive, on-time payments with no lapses in service", however without my permission he ran my credit*once I figured out what he had done I asked again to be transferred to a supervisor or someone in a position of authority, but I was then transferred to the credit department where the woman who I spoke with said that she would cancel that account and take that inquiry off of my credit report, I also explained to that her what I was wanting to do she then told me I needed to go back to a Sprint store with my ID so that they could verify that I was who I said I was and then the account could be created and I could proceed with moving over to the post-paid account and upgrade my phone and plan.**The following Monday morning January **th, **** I went to the store located at **** Hendersonville Rd b, Asheville, NC ***** around **:**am just because it was more convenient and I had been given the phone number to that store by the lady who I spoke with in the credit department and after speaking with one of the stores staff member over the phone and explaining what was going on with my situation and they offered to assist me. When I arrived at the store I was helped by the store manager Chuck Willhide and from what I could tell he seem to be having just as much of aggravating time as I have had in the last few days, three and a half hours later Chuck told me he had tried everything that he could to rectify the situation, but after he had been transferred back and forth from one department to another with no success Chuck looked at me and said that he was sorry, but he had everything he could think of, but still couldn't figure out a way to help me either.**At some point during the time Chuck the store manager was talking to all those different people in different Sprint departments my phone services were disconnected, turned off and this was without my knowledge or permission, so Chuck the manager went to hand me my phone to me I realized that I didn't have any phone service and I asked Chuck to please get my Sprint Forward account restored back to the way it was and I also told him to explain to whoever he got a hold of don't bill my card because I had just paid my bill ** days ago for the month of January, I left the store and as I was getting ready to pull out of the parking lot I received a notice that my card had just been billed by Sprint for the second time this month I had Just paid on January *rd, ****. I immediately contacted Sprint Forward to have this taken care of, but not only was I was told that they could not help me, but if I wanted a refund for the extra charge to my card I would have to cancel my account, and I learned once I got home that my Sprint Forward account that I have had since the first of **** was showing that it just started January **, **** and when I try to to pull up my transaction history it didn't show anything. **Ever since I started the process of trying to migrate from Sprint Forward to a Sprint post-paid account I have been met with one obstacle after another and as of this moment I now I have had my credit ran without my permission, my services disconnect while my account was still active and my bill was my current, I have been charged twice for the same month of January ****, also my Sprint Forward account that I have had ever since the first of **** that I have never missed a payment or had a late payment, never had a laspe in service has now been erased and I still cannot get in touch with anyone in a position of authority that can help resolve this matter. What I don't understand is why SPRINT doesn't want to honor what is on the official SPRINT website and to make matters worse you "Sprint" was the one who initiated this whole ordeal for It was Sprint who sent a text message to me to start with, a message by sprint on Thursdays the **th suggesting that I do what I've been trying to get done ever since. **To resolve this all I want is what the website says that I can do, move my account over to the post-paid department and allow me to to upgrade my phone and plan. The phone I want is the Galaxy Note * which at this time is $*.** down and $**.** per month on a ** month lease, as for the plan I am open to any suggestions I'm not sure if there is a required plan that has to go with the smartphone or not.**As of *:**am* **-**-**** when I tried to access the site.* "https:**prepaid.sprint.com*?ECID*vanity:prepaid*!*support*faqs*" this is the website I have been referring to, it now is no longer available or accessable for some unknown reason. *Please contact me either by email or phone.**Thank you for your time.**Mark Gaston******@***.com****-***-****
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