I have been a LONG TIME Sprint customer, going on almost 10years. Despite hearing complaints from other people about the customer service that Sprint has provided to them, I have never had any issues and have sang the praises of the company many of times. They have never hesistated to work with me on any issues and I have been satisfied with the service that they have provided....UNTIL NOW!! Last month, around this same time, my car was broken into & my phone was one of the items that was stolen. I called Sprint & spoke with an agent & stated to them that my phone was STOLEN and I had a police report to validate my claim & that I would like the serial number on the phone blacklisted. I then went on to file a stolen claim with Assurion for my replacement phone. I thought all was well and my faith in Sprint was intact. I found out the hard way today. I went to make a telephone call this morning and discovered that I was unable to make a phone call. Though I had just paid my bill Monday, and confirmed with the rep on the phone that my next bill wasnt due until July 14th, I still dialed *3 to check my account balance. Doing so, I discovered that my phone number no longer existed. So I call & speak with a rep who advised me that my account had been cancelled. I explained to the rep that I never cancelled the account. She places me on hold & then comes back to the line stating that I called in and stated "my sister gave me the phone as a gift." I advised the rep that I never made that call and that was done after my phone was stolen. She then transferred me over to an account manager by the name of Josh, who I then explained the whole ordeal to from beginning to end. Josh did restore my account for me and then stated that he would mark the other line as stolen (YES THE THIEF WAS ABLE TO OPEN ANOTHER LINE ON MY ACCOUNT WITH NO AUTHORIZATION). When he stated that he was going to mark the other phone as stolen, I had to stop him. THE OTHER PHONE WAS SUPPOSED TO BE MARKED AS STOLEN A MONTH AGO!!! I have lost complete & all faith with Sprint. They have allowed someone to make changes to my account (including billing address) and also add a line to my account and continue to use a stolen phone. I hope obtaining a new customer was worth it, because they will now lose a longtime customer of theirs. I will NOT be renewing my contract with Sprint and I will NEVER recommend them to ANYONE I know. I will also tell my story ANYWHERE I can to make sure that people are aware or weary of the LACK of customer service & security that Sprint provides.
EXTREMELY FURIOUS CUSTOMER
Thank you for posting, We would like to take a moment and thank you so much for being a loyal customer of ours for 10 years that is Amazing!! That is an awful lot to have to go through especially with your phone being stolen and account cancelled. I do apologize for the way things were handled. We don't want you to go and want to gain that trust back. Just so I am clear on everything I have read there was a new line that was set up and your phone you called in to place the lost /stolen restrictions on was never coded as such? What kind of device did you have? Was there any security lock on the device? We would like to take look at a few things on our end here. We want to see where everything went wrong and some investigating. Please private message me with your account #, phone#, pin/security information so I may access and research your account. I look forward to working with you and once again I am sorry for the inconvenience this has caused you.
Social Care Team