I AM HAVING THE WORST CUSTOMER SERVICE EXPERIENCE OF MY LIFE! DOES ANYONE KNOW A GOOD LAWYER? My contract/lease was up with Sprint 2 months ago, and they have messed up my account so badly, I can’t get my phone unlocked to move to another carrier! In August, someone hacked into my online Sprint account and purchased 2 iPhones and 2 iPads. I called to report this to Sprint, and after several minutes on hold with customer service, a transfer to their fraud department, and another 45 minutes on hold, I filed a fraud case. I called a month later to follow up, and they hadn’t even opened the case! A month later, I was getting notices they were going to send me to collections because of the astronomical balance on my account. I called again, and again, and again. Every time I called the fraud department, I was put on hold for 45 minutes to an hour 15 minutes before anyone would even answer the phone! I finally talked to the supervisor Mindy a couple weeks ago, and she was able to expedite the credit. However, two weeks later, Sprint Customer Service is telling me I have to purchase my phone in the store to keep it (I can’t do it online or over the phone), so I have spent 3 hours in 2 different Sprint stores trying to pay $200 to purchase my phone, only to be told my account is frozen by the fraud department and they cannot process my payment. After a couple more hours on hold, I talked to Mindy again, and her boss Greg, the Fraud Manager, only to be told that they don’t have any holds on my phone. I went to Verizon to see if they could just transfer my service to them, but Sprint has my phone locked to their cell towers! After another hour on hold with Sprint, I finally talked to the correct department (Retention) to unlock my phone so I can transfer service, but they won’t do it until it is paid off! I AM IN THIS VICIOUS CYCLE AND NOONE IS TRYING TO FIX IT! I have talked to managers of all these departments and at the two stores I visited, and everyone is pointing fingers at other departments!!! At this point, my billing cycle ends today so I think they may be doing it on purpose to try to trap me into keeping their service for another month!
TWO DAYS LATER: After sending the above paragraph to the CEO and 3 other departments at Sprint, as well as posting it on their Facebook page, and a few review sites, I finally received a call from the “Executive Offices” two nights ago. They promised me they would be able to resolve the issue on that call. After the representative put me on hold for well over 30 minutes, popping on to ask random questions, and talking to 2 supervisors, they discovered that the reason their system would not let me purchase my phone after the lease ended was because their Fraud department accidentally marked my phone’s serial number as stolen along with the ones that were actually stolen. Therefore, they credited me the $200 balance of phone and gave me an unlock code. They told me I could take this code to Verizon and transfer my service now with no problem. So I went to Verizon after work last night, waited about an hour, and guess what!?!? They have not used unlock codes for a year and a half. Apparently all carriers now require Sprint to unlock the phone. So I get on the phone with the “executive offices” again, only to talk to a different representative who tells me I was supposed to call yet another department with my unlock code. She offered me the phone number since that department was closed. I was driving so I asked if she could text or email me the number. She refused. Now this morning my online bill is showing I owe yet another month of service as a past due balance and I am subject to Collection activities. WHAT IS WRONG WITH THIS COMPANY? I JUST WANT OUT AND NOONE CAN SEEM TO MAKE IT HAPPEN! My phone is paid off they still won’t let me go! They are truly taking the joy out of my holidays as well as taking precious time away from my family. I’m going to continue my email and online blitz as well as send this “consumer fraud” story to my local TV News Stations and Newspapers in hopes that more public humiliation on an even broader scale will help Sprint get their act together and release me from their chains of awfulness! #FREEMYPHONE #GivememyChristmas