Fuck you, @Sprint and @SprintCare! #LetsBeClear
On June 27, 2014, I went to pay my cell phone bill at my local Sprint store. My parents and I have been Sprint customers for over 6 years and have had very little issues with them, especially those at our local store (#375). On this day, the self-service payment machines were down, so a representative told me he could help me at the back counter. A few minutes later everything was paid off, so I thought I would ask for the [estimated] total for the next bill as I knew it wouldn't be long until it was due, since I requested an extension on the just-paid bill previously. The representative informed me since "we" recently opened new lines onto our account we should expect a significant increase from our normal $260 (more or less) bill. I was baffled by this information as the only two people that have access to make changes to our account are myself and my dad (the account holder). A total of five new devices were added onto our account, with a total of nine devices on said account. I instantly knew this must have been an error and was not possible as my parents have me do all the payments and such, so he rarely steps into a store without me - he only does so when I'm unavailable, and this has not been a plausible case for months. I even had my mom call my dad to make sure he hadn't added lines to our account, and he flat-out said no.
Later that day (maybe an hour later), after fully comprehending what just happened, I called Sprint Customer Service via their *2 speed-dial feature. I spoke to a very wonderful woman, whom I unfortunately do not remember the name of. This woman was very much calm, cool, and collective, and put everything into a focused frame. I had not been so level-headed because of the rage and distrust I has just experienced, but did apologize several times, especially towards the end - I was to say a minimum of 8. She informed me that, after explaining everything to her of what just happened, this appeared to be a case of fraud. When she had attempted to access the account she informed me that my PIN was not working. This PIN had been used since the time we opened the account years prior, and we never once changed it. After several minutes of back and fourth chatter, I opened by laptop and signed onto the account. I would end up on the page where it displayed not only the PIN to access the account, but the security question to it. Both had been changed. The PIN was changed to the date of the fraudulent activity (062814) and the security password to "Dylan", whoever that is (both have since been changed, again, but my me this time). Once I provided that information she was able to access the account and assisted me further. (Minor back-up: To my recollection, the representative at my local never asked informed me that the password had been changed, but took the payment and handed me the receipt.) Several minutes later, being frustrated and enraged at this point, I asked that I would like to verify my fathers' signature to 'prove' just how my father signed documents. More minutes passed and she emailed me five contacts for said new devices. My description and that of these legal contracts did not match. She told me there wasn't much she could else do but go back to my local store and tell them this gigantic mess, and told me that the "break-in" and purchases of the devices did not occur at the same location. The "break-in" actually occurred at my local store, while the devices were "purchased" at a store about 20 miles away (#555, if I remember correctly).
Sometime later I spoke to the Ezequiel P. - one of the retail consultants - at my local store (that same store where the break-in occurred, and where we opened the account ~6 years prior). He told me that he actually spoke to my dad previously and told me that our situation actually was no longer in the hands of their store, and that now both the District Managers of both South and North Los Angeles were aware of this, and told me to contact the fraud department to get this settled. It's now the evening of September 3rd, and nothing more than headaches have come out of calling them. I've called them and they will not deal with me because, even though I'm authorized, I'm not the account holder. Even my dad, the account holder, has called and had no luck. My dad has a shorter fuze than I do, so I apologize for whomever spoke to him.
SPRINT, IF YOU TRUELY CARE, FIX THIS NOW! WE HAVE WAITED TOO LONG WITH THESE CHILDISH GAMES! Here is now my, no, OUR plea: release us from our contacts with no backlash, clear the account balance (including anything sent to Collections), find those criminals, and give us the unlock codes for the iPhones on the account (total 3). We have since opened new accounts with a rival mobile company. I NEVER once said anything bad about Sprint, so if you want us to return then FIX THIS! No matter what, we want our [Sprint] numbers back, and everything settled! THIS IS GRADE-A BULLSHIT!
By the way, I will be going to my local police station and filing criminal charges as soon as I can this week. AYE! GET YOUR SHIT TOGETHER, SPRINT! And if y'all don't want me to be blowing up your feed, or throwing so much negative propaganda to my local community, MAKE IT SNAPPY! This has already begun within my circle of peers, staff, and faculty at my college.
The publicity of this message has been fueled by seeing this message/ad on Facebook about an hour ago.
