Natalyn Marlaire sent a message to Marcelo Claure- the chief executive officer of Sprint Corporation- email address that said:
Hello,
I am emailing you as a last resort hoping you will restore my faith in SPRINT. I have been a customer for over 12 years and in late June (2016) was a victim of fraud. My account information and process that were not followed by a sprint employee in Philadelphia allowed a person to pose as me and add 6 new lines and phones under my account. I have alerts set up on my phone and immediately was alerted that I changed my plan. I called SPRINT informing them of the situation and all they did was argue with me and told me that I was not correct and that I must have shared my passwords with others. After an hour on the phone, I was finally escalated to a supervisor, who continuously told me that I was not a victim of fraud. While on the phone I started receiving emails regarding new phone contracts that were being added to my account (over $5,000 worth of phones and services). It was at that time that they connected me to the fraud team. The fraud team verified that the Sprint representative did not follow procedure and they had everything on video camera. Fraud department assured me that they will restore my framily plan and remove all credit card and bank information since these people were able to access my account. Two days later, I receive a text alert from sprint thanking me for paying my 5,000 dollar bill from an account ending in xxx . Once again, I called sprint immediately informing them to stop payment. They informed me they didnt have the ability to do that. I had my credit card company on another line at that time. My credit card company was friendly, prompt and thorough, SPRINT not so much. It is now September and my bill has still not been taken care of. I have spent over 70 hours on the phone being transferred from supervisor to supervisor, each person promising calls back and each time I never receive one. I call back again and each one tells me something different or cant handle the situation so they transfer me to a different department. The last customer service rep informed me that my phone issues had to do with the hurricanes. I live in Wisconsin. I am asking you to look in to the situation, review the taped calls and chats and the history, poor customer service and restore my faith in this company. I think you would be pretty appalled if you read the case and the run around I have received.
Hoping to hear back.
Sincerely,
Natalyn Marlaire
