A copy of my letter to corporate detailing my experiences in trying to cancel my accoun...

GetHuman-sakihara's customer service issue with Sprint from August 2018

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The issue in GetHuman-sakihara's own words
A copy of my letter to corporate detailing my experiences in trying to cancel my account....***Yoshiko Keith****** SW ***th Pl*Homestead, FL****-***-******August *, ******KSOPHT****-Z*****ATTN: Chief of Customer Service***** Sprint Parkway*Overland Park KS *****-******Whom It May Concern:*Reference:*Customer Name: Yoshiko Keith*Sprint *: *** ***-****, *** ***-*****Account *: ***********I have been trying to cancel*terminate the above Sprint Accounts but have been blocked at each attempt by seemingly insurmountable corporate policy. These accounts are long past any contractual requirements and have been dormant and unused for at least ** months. Any check of usage on them will show that to be a fact. We have been paying the monthly bills for a service we don’t need but wish to do so no longer. Since these accounts have been dormant for quite some time, nobody here can remember the pin numbers or security questions.**Our attempts to cancel have involved us going to the store which sold us the equipment where we were told they could not help us but advised us that a corporate owned store could and provided us with their address. We then went to the corporate owned store at quite some distance from our home where we were told that they didn’t have the authority to cancel accounts but provided us with a phone number (*** ***-****) where we could receive help.**Our first call to this number lasted an hour in which we explained the situation and provided all the information we had but always ended in being asked for the pin number which we did not have. The accounts had been unused for so long that the pin number was long forgotten. This information gathering process was repeated at least four times but always came to the same end. No pin*no cancel. I should also note that the customer service rep we were talking to was obviously outsourced to some distant call center and had marginal english language skills. After going through the same sequence over and over, your customer service representative simply hung up on us.**After a short wait, I called the customer service number indicated above and spent the next two hours speaking to four separate persons. I again explained that this was a dormant account which we had not used for over ** months and wished to terminate*cancel. Again we spent some time gathering all the pertinent information to identify the account and again were asked the pin number and security questions. Again we explained that the account had been dormant so long that we no longer had that information. This process was repeated at least three times at which time the customer service representative said she could not do any more and would hand us off to her supervisor.**After a long spell on hold, another person came on the line and the same process described above was repeated almost verbatim over and over. End result was no pin*no cancellation but they would transfer us to someone who could help.**Again on hold for quite some time and another person came on the line and the same process was repeated again and the same information was provided again over and over. The result was the same…..no pin*no cancellation. Protocol dictated that there was nothing they could do but they would hand me off to someone who could help.**Again on hold for so long that I thought they were hoping I would go away but eventually another rep picked up the call. Again I explained I wanted to cancel a long dormant account and provided the necessary information and explained the account had been unused for so long that nobody could remember the pin number. This information process was repeated multiple times and your representative always ended each series of questions asking for the long forgotten pin number. End result: no pin*no cancellation. Her only suggestion was that perhaps a call to corporate(?) could help. Having reached the end of my patience after nearly two hours online, I said good-bye and hung up.**We have been paying the monthly $**.** billing without complaint for quite some time even though we have not been using the account. We choose to do so no longer. I will not waste any more time trying to scale the walls that Sprint seems to have built to keep customers from terminating an account. It is amazing that one can open an account in a few minutes with no hassle but trying to close an account turns into a major battle. You have no problem billing us for this account so it should be equally easy for you to terminate*cancel it. I have lost patience with Sprint and we WILL NOT be paying this bill any longer. ***Sincerely yours,*Yoshiko Keith**** ***-**********@***.com

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Customer service issue
Reported by GetHuman-sakihara
Aug 9th, 2018 - 2 years ago
Not resolved
Seen by 2 customers so far
Similar issue to 1898 others
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GetHuman-sakihara started working on this issue
Aug 9th, 2018 12:25pm