Misty sent a message to Marcelo Claure- the chief executive officer of Sprint Corporation- email address that said:
This is an extremely long story I will only discuss it with Sprint Corporate Headquarters, I will not discuss this matter any further with a call center. First of all anytime I have contacted Sprint about any issue it is always a complete beating taking hours if not days, constantly being transferred from one call center to another having to re-explain the issue for calling each time. This is completely ridiculous and unacceptable. The reason now for finally contacting you is that in early October I spent hours on the phone with a Sprint representative trying to upgrade my phone as well as my daughter's and adding a line for my son. There was a promotion at the time, get a free Iphone 6plus with new line activation. I talked at length letting them know that these were to be Christmas presents and would not be opened nor activated until Christmas day. They checked with higher ups and verified this would be no problem, that both phones could remain unopened and not activated until Christmas Day, but that the bill would start incurring charges, which was fine. They let me know that my daughter’s phone would need to be returned by late November, early December, which was fine as since I upgraded my phone, she would use my old phone in the mean time. Well your Direct To You service came to deliver the phones the following Thursday. According to the representative that came he had to open the phones and activate them, even though I was promised they would not have to. So he took them back. A few days later I went in to a local Sprint store to discuss all of this. They were so confused at the mess of my account, they had no idea what to do, and the manager in the store refused to even attempt to help the associate. On my bill it was showing that we had taken possession of both phones, so I was being charged for both of those as well as my daughters old phone. No one at any call center was able to help this associate in regards to the issue that I was being charged for said phones we never even received, nor was the Direct To You. Finally him and I decided, let’s give it a few days and maybe everything will get worked out. Well 4 weeks later nothing was worked out, my bill was a complete mess showing I owed over $500.00 dollars. I then spent countless hours getting transferred around re-explaining over and over my situation to only be disconnected and never called back, even though at the beginning of any call with Sprint, the first words out of my mouth are please take my number in case we get disconnected so you can call me back. Of course I was never called back. So then I am so extremely frustrated and just put it out of my mind as I just don’t have the time to constantly spend all of these hours on the phone with Sprint. When I finally called back as I didn’t want our phones disconnected, here I go again, getting transferred all around from one place to another, telling my story over and over. Finally getting a representative that somewhat helps. I am told that they have to contact Direct To You and find what happened to the phones. They will have to get back to me. She promised that she would call me back in 48 hours, which of course never occurred. When speaking with this associate that night, I let her know that I was not going to be paying my Sprint bill until this entire situation was resolved. So now I am transferred and have to make some type of payment agreement, which is totally unacceptable, I am, having to make an agreement for this mistake your company has made. A few credits eventually appeared on my account, but noting has been completely corrected and more reconciling needs to be done. They have charged me a $216.30 dollar non return fee for my Samsung S5, which is mine to keep as it was not a lease. There is a charge for my daughter for $37.49 for early payoff, which her old phone is still in our possession as well as a charge for for $31.00 for an installment plan for the new iphone for her that we never took possession of. Not all of the charges have been refunded for the new line that was to be created for my son as well. I know that there is plenty more that has not been refunded that needs to. This has turned into a complete accounting nightmare. But not only is there the issue of this horrid accounting nightmare, I have been penalized from not getting this free phone for that promotion that was running. I am positive that I am missing more that is due to be refunded back. I am expecting this issue to be addressed and handled at Sprint Corporate Headquarters and no where else. I will not speak with any call center anymore regarding this issue. You will need to talk with me in depth, not through email and go over line for line my account as well as you need to determine what you are going to do in regards to us not getting to take advantage of that promotion. So much needs to be rectified by Sprint, this whole situation is completely unacceptable and unbelievable. I can not believe a company like Sprint is run like this. If I don't get a response by tomorrow, I will be contacting our local news channels as well as the Better Business Bureau. This has been a complete mess and I have spent many unnecessary hours on this. I expect all of this to be not only be resolved as well as a credit to make up for all the countless hours spent.
Sincerely,
Misty
