I purchased 4 phones in September 2018 under the Flex Lease plan and was told the monthly equipment charges would be $5 for the I-Phone X and $9 for the Galaxy S9. We exchanged our old equipment per the requirements of the plan and I have the confirmation that the equipment was delivered by UPS to the Sprint facility. Now I get the surprise that the equipment discounts have disappeared from my bill, and I'm paying the full amount. I have all the documentation and would love to discuss the billing error, but apparently, there isn't an easy e-mail or chat option to do this. It would be good customer service to offer this option. I really want to get this fixed, but don't have the time to jump through more hoops. Please let me know where I can send this documentation so Sprint can fix it's error. The onus should be on you. Sprint has my property (my old equipment) and Sprint is not compensating me for it. Thank you for your help!
I'm happy to help with the billing of the phones. To clarify, you were getting the discounts for months? Was it just the last bill that they were gone? Has there been any swapping of phones between the lines?
Hi, Yes we received the credit on our initial bills. The IPhoneX handsets were originally billing at $5 per month for the equipment fee. They have since changed to full retail at $41.67 per month for the equipment fee.
There has not been any swapping of phones, etc. with our plan. We received the discount on our September invoice for all phones. From October on, the equipment discounts for the I-phones have not shown up.
Sounds like we need to get into the account, and see what happened. I am going to private message you for some details.