Sprint PCS/Unauthorized Change in Cellular Plan

Sprint PCS Store, Bend, Oregon

Phone Number 541/317-5100

Store Manager: Bob Travis

Salesperson: Thomas L.

Date of Incident: 10/7/2006

I went to the Sprint PCS Store in Bend, Oregon to look at possibly getting a new phone and to change my existing phone number. Right when my family and I walked in, a salesperson, Thomas L., greeted us and was very eager to assist us. I told him specifically that I was looking into getting a new phone and that I wanted to change my phone number. I was then VERY clear that I did not want to change my plan. He told me, "No problem." He then asked for my name and my Sprint PCS number. I gave it to him. He looked up my account on the system and stated that I qualified for a discount on the phone. He further stated that I had an excellent deal on my current plan. I had Sprint PCS Vision with unlimited web, $10 per month in free downloads and 100 text messages per month for $5.00. I said to him, "I know that's why I don't want any changes to my plan." He said again, "No problem." We look at a few phones, and then Thomas L. began to push a new model that he stated they just got in, the Sanyo SCP-8400. He tells both my husband and I how great this phone is and states that he is even considering upgrading his phone to this model. So my husband and I discuss it and then decide to go with that model.

He goes into the back and gets the phone; come out and goes to the computer register that he had my information on and proceeds to activate the phone and then he totals it at $129.99. The sign on the phone display area says $99.99, but I am thinking that my activation fee is being charged in this amount. He tells me after I've slide my credit card and digitally signed that my phone works off of a different system than my old phone and that my internet will be much faster, but not locally - only in larger cities like Portland. Again both my husband and I state, but we have the same everything we had before, right and Thomas L. tells us both, "Yes." He puts everything, including the receipt (without my seeing it) in the bag and proceeds to hand me the phone. I stop him and remind him that I had wanted to change the telephone number. He tells me, "That's right - not a problem." He goes back to the computer register and then calls my new phone from his phone and it rings. He states that I won't be able to use the internet for about 24 hours. He then tells me that I'm all set. My family and I leave to go home to Redmond. As my husband is driving down the highway, I decide to look at the manual for the phone. I proceed to pull out the box and notice the receipt, that until this point, I had not seen. I begin to read it and notice that there is a line on it that states: Customer Maintenance: Edit Services: services changed Service Effective Date 10/07/06. There is no explanation of what was changed, etc. I am now beginning to feel that Thomas L. has just pulled a fast one on us. I look on the receipt for a phone number and a manager's name, but there is nothing on the receipt. Remembering he had called my phone, I proceed to attempt to call him - he won't take the call. Upon arriving at home, we try calling a few more times - still he will not take the call. We try to locate the store phone number, but since it just recently opened, cannot find a listing. I try to look up my account online, but can't access my plan information because there were changes recently made to it.

I wait a few of days (10/10/06) and then look up my account again online - come to find that Thomas L. had indeed changed my terrific plan for a much more expensive garbage one. I call Sprint Customer Service immediately and speak with Jennifer, I explain what their sneaky, predatory salesperson, Thomas L., has done and then she proceeds to tell me that my old plan is no longer offered - as though that was that and tough luck to me. I tell her I would like to speak with a supervisor. She puts me on hold, then she comes back and say, "I am going to give you the current plan for the same price you paid for the other one, $5.00 per month. I say, "What about the 100 text included text messages and the $10 per month in downloads? And what about being charged $129.99 for the phone, when it should have been $99.99 - I want to be sure that I don't get charged twice for the activation fee." She tells me again to hold for a supervisor. After waiting again for a long time, she gets back on the phone and just tells me that she is going to credit my account for the $30.00 activation fee and that I'll have to call back when I get my next billing statement. So basically - she sidestepped the fact that I am now out the 100 text messages per month and the $10.00 per month in downloads.

I get my next billing statement and low and behold it is almost double my normal rate. There are so many fraudulent charges due to Mr. Thomas L. I can't believe it - and there is no $30.00 activation credit, but there is a $36.00 activation charge. I finally get the Sprint Store phone number and attempt to call several times - only to be hung up on every time. I then drive all the way to Bend to the Sprint Store to get the manager's name - Bob Travis. I call Bob Travis on 10/26/06,and finally get through. I tell him everything that's happened and about his disgusting salesperson that boldfaced lied to my husband and myself. Bob Travis asks for my account information and then tells me that he's going to take care of this and make everything right. He puts me on hold then gets back on and asks for a phone number that he can call me back at in an hour. I give him my home number, then he states that he'll call me back in two hours, but that he will make everything right. I tell him that I will await his call this was at 10:16 a.m. I phoned that evening and again get hung up on. I phone again from my cell phone and again get hung up on. Bob Travis to date, 11/19/06, has never called back. I am now beyond frustrated at dealing with this slimy garbage. I phone again on 10/27/06 at 2:53 p.m., Jason answers and I ask to speak with Bob Travis. Bob Travis gets on the phone and I tell him who I am and that he never phoned back as he had promised. He stated to me that it was more complicated than he thought, but that billing should take care of it by "today." I told him that I expected a call back from him when it was taken care of that day. To date, 11/19/06, I have never heard back from Bob Travis.

I have sent numerous e-mails to Sprint PCS and have not had any assistance in getting my plan either put back to the old one, or getting a comparable one in place. I am forwarding all of matter to the District Attorney's office and any other pertinent agency regarding the predatory sales tactics of Mr. Thomas L. and Sprint PCS.

Kimberly Myck-Rawson