Is a written dispute more effective for receiving credits that were promised but that have never shown up? I'm pretty tired after four months of arguing and 6 months of poor service.
I lease-purchased three new phones in November--a Galaxy S8, and two A7's. When I was comparing the phones and the offers, the A7's kept showing that I was eligible for both a $6 credit to my data plan and a $10 loyalty credit. Before I made my purchase, I reached out via chat and asked a rep if that was correct because only the $6 credit was showing up when I went to check-out. The rep assured me that the $10 loyalty credit would eventually show up. I repeated my question again to confirm if both the $10 credit and $6 credits would be applied and was again assured they would. Only saw the $6 credits in December, but knew they could take 1-2 bills. In January, still no $10 credits for those two phones. Started a new chat and was told that that I was not eligible for both credits, that they could not both be applied to an account at once. I told the rep I had a copy of the chat where the rep assured me TWICE that I was eligible and they would both show up. I was told an escalation ticket would be opened and they would attempt to resolve my issue. February came and still no credit. I started a new chat and a rep said she saw where the escalation case was resolved and I should receive my credits by the end of the month. End of February came and no credits. I called and spoke with a rep who apologized profusely and said she would issue the credits because she saw that they were approved. I did receive $30 in credits for each phone after I got off the phone with her and assumed the monthly credits would eventually kick in. March comes and no credits are issued. I started a new chat and was told that the case had been resolved, I would see the credits on the next bill and to "rest assured" they would definitely show up this time. I was also asked if they could possibly try to offer me a better service plan to which I vehemently refused because of the poor service up to this point. I ended the chat. Now it is April, I have received my new bill and guess what?? No credits. I have been with Sprint for almost 10 years, watching my bills go up, watching my services go down. I live in the same community as the US home office. And I cannot get the credits I was promised. I've done my due diligence, kept every chat transcript, records of every call, and they just don't seem to care.
Any thoughts on how effective a written dispute would be at this point?
We don't want our customers to feel this way. I'm happy to review the account and see if I can get the discounts attached easily. If not, I'll look into escalating to have it taken care of. I'm going to send you a private message to get your account information.
Hey KCNole. Sorry about that, not sure why that didn't get through to you. I'm dropping you a private message right now. Please let me know if you don't see anything come through.