mildlydisturbed (mildlydisturbed) wrote in bad_service,
mildlydisturbed
mildlydisturbed
bad_service

Sprint, Asurion, phone fraud and 4 months of trying to get my bill fixed

It starts out with my normally ~$120 phone bill being ~$360 (2 phones, me and the wife)

I'll skip past most of the details of the first few days of crap service in which the Sprint representative I was talking to insisted that I was a liar who had ordered 2 very expensive phones on a phone replacement plan to be shipped to Miami. Instead of being able to resolve the issue over the phone they insisted I drive to a sprint store, I understand they may need to verify my identity, but continually saying that I had ordered two phones / calling me a liar, feh.

The people at the store figured out what was going on - someone had gotten my sprint account access (odd as it's not a password I use elsewhere and I don't ever log into the account), and went hog wild with it. I got on line with the fraud department, they verified that something was afoot, and an investigation was launched. This was back in September I was told it could be up to 2 billing cycles before everything was straightened out and assured everything would be taken care of.

2 billing cycles later I have a phone bill for ~$780 (the previous had been $100 charges for 2 phones shipped, this was now the charge for the phones). I call in and they tell me to just pay what I normally pay and they'll take care of it. I point out I'm on autobill and they need to get that taken care of.

During this, after changing my password and pin and everything, the hacker get back into the account. Evidently they'd authorized another user account and added it as an admin, so changing my pin and password didn't do anything, that was phone 3 I think. They see that and curse the local store for not checking to see if another account had been set up as an authorized user.

they fixed the $780 bill, leaving me with $200 overpaid for 2 phones I never ordered, then another $100 for this new phone I never ordered, and then the bills started coming in for non-returned phones from Asurion.

In December I was told I had to resolve this problem myself with Asurion. That would have been useful to know 3 months prior, but I figure perhaps I'll deal with a company that's capable of doing something. I call on Dec 13th, talk to someone, state my case, give a ton of information, and basically spend 45 minutes of time that gets dumped in the trash. Nothing happens, nobody calls back, nobody recorded that. I call back after Christmas, same thing.

I called Sprint last week, told them that Asurion seemed to have been making it a hobby to forget me and asked if they could fix this and prevent Asurion from making any further charges, I was told no, I asked if they had anyone ho would actually do something over at Asurion I could talk to. They gave me the number of a woman there who I called, left a message, and never got called back.

Got in touch with her today and she's no longer in that department, but will see if there isn't anything that can be done. I'm not super confidant about anything happening on this one either. So, from time of initial report to now has been 5 bills, 4 months. and after corrections I've overpaid ~400.

4 hours of phone time, 22 calls altogether if I added it up right too. Sprint calling me a liar and Asurion just wasting my time, and someone in Miami with 2 or 3 free cell phones.
Tags: phone phun, sprint is the devil
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