Sprint PCS - billed for phone not ordered - terrible experience with Sprint customer service

Complaints.com received the following on March 4, 2003:

From: Gozde Tanyeri [Email User]

RE: Sprint PCS - billed for phone not ordered - terrible experience with Sprint customer service My complaint is about Sprint PCS customer services, or lack thereof. Their customer service is harder than White House to get a hold of, besides fraud deprtment is rude, accusing and they hang up the phone if you ask for their supervisor or their names. I don't have a Sprint PCS phone, luckily, sure enough I will not purchase one after living a nightmare.

Here is a list of events that have happened. August 2002, I have received a bill from Sprint PCS for purchasing a phone and services which I have never purchased this service or phone.

Immediately after receiving the bill, I have called Sprint PCS customer service to stop the account. I have cooperated with everything they have asked for. After a long time being on hold they told me that the person who have purchased the phone was me and that my social security number was matching their records. I have tried really hard for them to investigate this account. Following months I have continued to receive the bills which I have called to deny each time.

On December 2002, I have called again to deny the charges, this time I was told to go to the nearest PCS store and present two forms of ID. I was not told to take photo ID, so I took my drivers licence which has my social security on it and another form. At the sotre I was treated very rudely and was asked to come back with the two forms of photo ID.

Here I was, a fraud victim and I was being penalized for not being told the appropiate forms initially. Couple of days later I went to the store and presented my photo ID's and immediately after I have called the Sprint PCS customer service and verified that this account will be in fraud department and an investigator will call me. I have not received any calls from any investigators until I received the bill from a collection agency. I have called the Sprint PCS one more time to check on the status of the account and to ask them what was going on with the collection agency! After being on hold for a good half hour with customer service representatives I was transferred to fraud department.

As I was explaining what has been happening to me recently, the representative accused me by saying that all the rest of the informationn was correct and that this matter was reviewed by fraud deprtment and was passed to collection agency. She sounded very accusing and rude over the phone. I asked for her name, whaich they are required to give. She hung up the phone on me. This bothered me tremendously. I have called them again, being on hold for another 45 minutes, this time reaching some other fraud department representative who told me that this account will be under investigation one more time. The fact of the matter is that Sprint PCS does not check proper identification on the people they send out the phone to. The initial phone never came out to me but the bills kept coming even though I claimed that the person was not me. My name was spelled wrong, what other proof do you want if it does not match with the ID. The problem is that they never check for identification, in a race of selling more phones and putting innocent people in trouble. They have to train their people to be nice to others, as well. Gozde Tanyeri

Comment On This

I can identify with all these coments, it is the same situation I have. I have never been with sprint or owned a sprint phone. The sprint fraud dept. has informed me twice that they would remove my name from the bogus charges, instead they turned my name over to a collection company & the all powerful (too much power)credit bureau's, etc.etc. I have just received notice from two credit card companies that said my interest rates were going to be increased because of this. I have tried to play nice with sprint and the other nut's in their fraud dept, my next step is a lawyer & the Federal Trade Commission.

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Hi, how did you resolve your issue in the end?

I am also a victim of fraud, received bills continuously after calling customer service after the 1st bill, and telling them I never opened an account or had a phone with them.

I also called the fraud department, and they mentioned the account would be closed. I moved to another state, and after 1 year since this incident received a collection notice of over $300. I called the fraud department again to hear that there was no record of my repeated calls and resolution to the issue. I was told there was only a record that I called. They sent me a 2 page document to fill out asking for my social and private documentation! They initially opened an account with a wrongly spelled name and no social and now asking me to provide private information to use my information against me...Did anyone else experience something like this? If so can you advice...Thanks a lot

Comment On This

I too am a victim of fraud and am very displeased with their lack of customer service. Just trying to reach the fraud department took me over an hour!! After being transfereed 3Xs explaining my situation to each represntative only to be cut off after the 4th transfeer.. it has becom my personal messege to discourage people from buying from Sprint..making it clear to family and friends..anyone who will listen that they are not what i would call an American company and are not at all concerned about the American consumer. I have even taken time when I am in the mall to stop at their kiosk and discourage prospective buyers.