I leased an iPhone 6 a few years ago against my better judgment (Sales Person convinced me I would be able to buy the phone early as well as the iPad they said would be free with the monthly credit which it wasn’t). I have been with Sprint for over 17 years and while they acknowledge that I called to purchase the phone a few months before the lease was up they are refusing to acknowledge that they told me I would own it outright after it was fully paid for. I have now paid over $1800.00 for an 800.00 phone and they want to charge me an additional 150.00 to keep it. They refuse to refund the overcharge. This is no way to do business. Especially not with a customer who has been loyal for over 17 years. I don’t want to get into another lease and I don’t want to buy a phone I already paid for. This is so unethical.
We are dealing with the same issue and we have been with Sprint for 20 years with 5 lines. Did you get this figured out? Our case is supposedly being reviewed and we will get a response in 10 days. If they do not take care of this I am done with Sprint.
After multiple phone calls & having it escalated, they finally agreed to refund half the overcharges as a credit on my bill. I ended up buying a new phone outright and they were supposed to send me something to return the old phone in, but I still haven’t received it. It wasn’t resolved to my satisfaction, but half is better than nothing and I didn’t want to waste more time on the phone going in circles. FYI... a refund of that size is more than most representatives are allowed to give, so you will absolutely need to get a supervisor involved so that they can pass it to someone “higher up “.
I was prepared to leave as well. I have 4 lines and cancelled with AT&T 17 or 18 years ago after having to spend an entire day on the phone with them. I have no problem with walking away from a company that treats good customers as just another number. I think they should have a special team with a different phone number to handle long term customers. Sort of like a Thank You & we appreciate your loyalty, but unfortunately Sprint is not worried about retaining customers.
hate to say it but you'll be either leasing a phone or purchasing it outright with any other carrier you jump to...
Thanks for the reply. I am hoping that Sprint makes things right but if they don’t, I am taking my business to another carrier.