I discovered I have a spending limit on my account. If Sprint feels that's necessary then fine but in all their descriptions of the limit the $4.99 monthly charge is described as a "service fee". Sprint is not providing a service with the spending limit, they're imposing a limitation. This limitation does not serve me but instead serves Sprint as a risk management device. It was added to my account months after my service began and I received no notification of the change. Penalizing customers who're most in need of a fair deal is a very unethical business practice. I'd be interested to know how many millions(?) in revenue they generate from these fees each month. It should be criminal. Any attorneys out there? If it is criminal a class action should be brought.
Thanks for the post. Here is some info about the program.
Please let me know if you need any further assist with this.
Sprint Social Care
This is just a sketchy way to do business. Not only does it bring in millions (per month even?), but it's a convenient way to force customers into auto bill pay.
If it was truly a credit issue, there wouldn't be the ability to remove with auto-bill pay. But just like the reps who often fail to note this when we sign up (or the way sprint doesnt send out the written notice until after the return period ends), Sprint is unjustly taking advantage of customers.
I really expected Sprint to be a step above the major players, but it seems they all play by the same manual.
It's great that "Sprint notified existing customers in the December 2009, January 2010, and February 2010 bills and via mail from Customer Finance Services (CFS) in December 2009." but I wasn't a customer at any of those times and neither were a lot of other people who are now.
Enrollment in automatic monthly payments doesn't guarantee the money will be available on the exact due date. It just increases the chances of ending up with a bank service fee should the payment fail. Besides, why should I prioritize Sprint over my house payment, insurance, credit card, etc?
Sprint is a cellular carrier. An industry with one of the highest customer churn rates out there. They need their customers badly but this policy indicates they don't think they do. The policy is also completely counter to values and service commitment implied in Sprint's advertising campaigns. If the company really understood service they could redirect millions of dollars from their monthly ad budget into loyalty and retention programs. They'd see a greater ROI for sure.
Thanks for your post. Im sorry you were not our customer back then, I wish you were. We have all the notifications on www.sprint.comto look up. The enrollment in auto pay is a choice, its not something mandatory. We would not want you to feel like Sprint is trying to take priority over any of your other obligations. The ASL program is a program that helps customers that would of gotten a deposit for opening up an account with us. So to avoid paying a security deposit,we add the ASL program to your account. Good news is if you have perfect payments for 18 months the ASL gets taken off.
Sprint Social Care
"The ASL program is a program that helps customers that would of gotten a deposit for opening up an account with us. So to avoid paying a security deposit,we add the ASL program to your account."
If this had been explained to me by the store personnel at the time that I signed up, I never would have agreed to it.
Your contract is nearly as bad as the service that I have received from the sprint store, and the so-called repair center when my wife's phone stopped working after two months. It wasn't damaged. It just died.
After that, I early terminated my wife's line so that she could be free to receive better service from another provider.
Then when the ETF hit my account, the service to MY line was interrupted.
I believe that it had tripped the "spending limit".
But guess what?
I never received a text or an email to notify me that my service was going to be suspended.
Sprint just did it without warning.
I believe that is a breach of the contract on Sprint's part.
After I got home from work, I logged into my account online (using my desktop computer since my phone had no data service either) and saw a notice that read
"Oops! You've reached your limit. Make a payment to continue downloading."
My bill had been paid in full and on time, early in fact. The ETF which had apparently ballooned to $234 from the $200 quoted to me by the rep who I had spoken with when I called weeks ago to terminate the second line, was showing as a balance due.
I paid the bill, and my phone service immediately resumed.
You held my service as ransom for the ETF. You did not even warn me that you were going to do so.
So far, I have been with Sprint for one year, and Sprint has never failed to let me down when I need them the most.
Sorry to hear about the unexpected billing concern. Just as you stated, the services on your account were temporarily suspended due to the balance on your account exceeding the account spending limit. It's unfortunate that you did not receive a message allowing enough time to avoid the service interruption and I do want to apologize for this inconvenience. Once you continue 18 months of positive pay history, without any interruptions, your Sprint account will graduate from having the account spending limit.
Social Care Team
Thanks for the post. Sorry to hear your so unhappy with us. Where did you get the phone from? Was it a sprint owned store? Sprint does in fact inform you of pending ASL suspend. The issue is this, if you go over your limit and get suspended for going over your limit faster then we can process the text to you, you wont get it because your already suspended. So if you were getting close to the limit you would have been informed. Sorry this happened to you, I can imagine how frustrating it must of been. I was not privy to your conversation but I think the balloon your speaking of is actual tax on the ETF. Are you in California?
Sprint Social Care