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Early Term Fees/No Service

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Early Term Fees/No Service

So here is the deal, I called sprint customer care today because I moved to a dead zone and I have three lines. Two of them mine and my fiances are in the dead one and my mother lives in a good spot. I explained this to sprint on a chat. In the chat they said they would put notes on the file explaining my issue. The rep said I could cancel without a ETF as long as it was proven I lived in a dead zone. I gladly would send in my renter's lease to show it. When I called to set it up - the rep than said I need to send in all the original phones I bought on each line in. The phones on the plan have been swapped and some of the originals were broken (a whole other issue I had to argue with sprint about). I had to buy some phones out right. I did not buy my phones through sprint, I got them at radioshack. Now I was never told in the chat I needed to send the original phones in too. Now I am sitting with two phones I cannot use at all in the area where I live. I am getting no help from sprint and I do not feel I should send the phones I paid for, some out right. I am stating I would stay with them for my mom's line since she is happy. The only thing they keep telling me is, find the original phones or pay the ETF. Now I also JUST found out my surcharges went up and I was never notified.as never told if I did not agree I could drop the policy. I am not sure where to go with this. I am stuck no services and higher surcharges. I need to know where to go with this, is there somewhere higher up I need to go? Is there media reporting I could go through about them not telling me about the change in my surcharges? This has gotten way out of control.

CHAT WITH REP:

Chat ID: 741776189953499946
DATE/TIME: 2013-05-03 06:03:05
Sprint: Hi, a Sprint Care Specialist is available now to help you.
Sprint: Type your question below to get started.
Customer: Cancelling sprint service due to dead zone.
Sprint: All agents are currently busy, please hold for the next available specialist.
Sprint: Thank you for waiting, you're in our Chat queue in position 2, estimated wait time is 2 minutes and 54 seconds.
Sprint: Thank you for waiting, you're in our Chat queue in position 2, estimated wait time is 2 minutes and 51 seconds.
Sprint: Thank you for waiting, you're in our Chat queue in position 2, estimated wait time is 2 minutes and 25 seconds.
Sprint: Thank you for waiting, you're in our Chat queue in position 2, estimated wait time is 2 minutes and 15 seconds.
Sprint: Thank you for waiting, you're in our Chat queue in position 2, estimated wait time is 2 minutes and 5 seconds.
Sprint: Thank you for waiting, you're in our Chat queue in position 2, estimated wait time is 1 minutes and 55 seconds.
Sprint: Thank you for waiting, you're in our Chat queue in position 2, estimated wait time is 1 minutes and 45 seconds.
Sprint: Thank you for waiting, you're in our Chat queue in position 2, estimated wait time is 1 minutes and 58 seconds.
Sprint: Thank you for waiting, you're in our Chat queue in position 2, estimated wait time is 2 minutes and 11 seconds.
Sprint: Thank you for waiting, you're in our Chat queue in position 2, estimated wait time is 2 minutes and 8 seconds.
Sprint: Thank you for waiting, you're in our Chat queue in position 2, estimated wait time is 1 minutes and 52 seconds.
Sprint: Thank you for waiting, you're in our Chat queue in position 1, estimated wait time is 2 minutes and 10 seconds.
Alexis K.: Thank you for contacting Sprint. I am happy to help you today.
Customer: Hello
Alexis K.: Hi.
Alexis K.: Good morning.
Customer: I am reaching out to see if there is something I can do to cancel two lines off my policy due tos ervice issues. I wanna keep one line cause it is for my mother who lives on Long Island but me and my fiance have no service where we recently moved to.
Alexis K.: You can cancel the services of 2 lines and you can keep one line active on the account.
Alexis K.: Service cancel by only our account service department so if you want I can arrange a cancellation call back for you with our account service department and you will receive a cancellation call back in 2 hours.
Customer: Okay, I understand that it is just the cancellation fee that is the issue.
Alexis K.: You can do one thing.I will arrange a cancellation call back for you with our account service department and once they will contact you you can provide them your service issue. they will search the details and if in your area Sprint coverage is not available and if you want to cancel you will not be charge for early termination fee.
Alexis K.: I will also add a detail notes on your account so once you will contact them they will assist you for priority basis.
Customer: Okay, thank you.
Customer: When will they call??/
Alexis K.: You will receive a call in 2 hours.
Alexis K.: Please provide your call back number.
Alexis K.: Your complete name
Alexis K.: Your email address.
Alexis K.: Or You can contact Account Services directly;
1. Call 1-888-211-4727.
2. Select option 2 to make changes.
3. Press 5 to cancel.
Customer: I will need to call them after I get out of work.
Alexis K.: If you want I can arrange a call back for you so they will contact you and I will add a detail notes regarding your issue so that they will assist you for priority basis,.
Customer: I would like that but can it be around 6pm?
Alexis K.: I will mention during call back that you will be available after 2 hours.
Alexis K.: so that they will call you after 2 hours.
Customer: I won't be able to answer. I am working until 5:30.
Customer: I do have a lunch at 12:45pm.
Alexis K.: In that case if you want I can arrange a call back in 4 hours or 1 business days.
Customer: can you add the ntoes to my account and I can call in?
Alexis K.: Sure.
Alexis K.: I am adding a detail notes right now so once you will contact them they will assist you for priority basis.
Customer: thank you very much Alex. I do love you guys which is why I want to keep you for my mom, but where i live just does not allow me to have you guys at this time.
Alexis K.: I can certainly understand your concern and I am very sorry for all the trouble.
Alexis K.: Please accept my apology on the behalf of Sprint.
Alexis K.: Is there anything else I can assist you with today?
Customer: Sure I accept there is no trouble. In the future if it approves I will certaintly come back to you guys.
Customer: No there is nothing else today thank you!
Alexis K.: Sure.
Alexis K.: It's been my pleasure chatting with you today.
Have a nice day and great weekend ahead.
Alexis K.: Thank you for choosing Sprint - we appreciate your business!

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