Nearly two years ago, I upgraded from a Samsung Note 5 I was leasing from Sprint to a Note 8, which I purchased from Samsung. I deactivated the Note 5 and activated the Note 8. Since I did most of this online or by phone (as opposed to through a Sprint store) I didn't realize I needed to cancel the lease on the Note 5. No one at any time from Sprint told me what to do with the Note 5. To this day, I don't know if I returned it or not. I know I don't have it anymore.
As a result, I've been charged over $400 in lease payments for a phone I deactivated and haven't used again. I tried approaching Sprint customer service. But the best I could do was get them to cancel the lease for the old Note 5. THey would not credit anything toward the lease payments.
But elsewhere on this board I found the e mail address of the CEO and wrote to him. I asked for his staff to contact me within three days in an attempt to resolve it. I feared I'd have to drop Sprint and get a new carrier.
But earlier today, someone from corporate HQ called me and offered me a generous (but not full) credit for those payments. I thought I'd offer some good news here. Sprint customer service works! At least once you escalate to the CEO!