Expiring credits

[operasam]

I searched for an answer on this but without luck.
I have an old free & clear retention plan (see sig.) with $5 roaming and $5 7 PM N&W as addons. For a couple of years I have been receiving two seperate $5 credits each month to offset these charges. I am currently about 6 months into a new advantage agreement.
The problem is the credits keep disappearing. Twice in the last four months the N&W credit has had a note next to it on my bill saying it's going to expire next month which it then does. I complained each time and the CSR promptly gives me the credit back and says the account is noted to have the credit run through March '09. When it happened for the second time I was smart enough to ask if there was a code entered so that the billing would come out correct. I was told yes there is a "Zed?" code in there.
The roaming credit also disappeared this month but this happened without any warning; just a bill higher than it should be without any documentation as to why. I was given that credit back as well after calling CS.
I hate going over my bills with a fine tooth comb each month and I hate that Sprint feels it can throw out these credits while I'm in the middle of an advantage agreement. I utilize the services each of these addons offer and expect them to be there each month for the duration of my contract without my having to fight every month for them.
If these codes are in there why does the billing error occur? If I agree to a two year contract shouldn't I have the right to expect my plan price and corresponding addons and credits to remain the same for the duration of the contract? I believe raising the price in any way violates the nature and intent of the two year agreement.

[LilbearWS]

I was told yes there is a "Zed?" code in there.

You must have reached a Canadian call center ... cause they like to say Zed instead of Zee for the letter Z.

I find it frustrating too though, in the year or so I've been with Sprint, I don't think they have ever gotten a bill right yet. Every month I need to call to complain about some charge that shouldn't be there or whatnot. Every time they try to fix an issue, it seems to cause another.

Your best bet might be to try executive services, or if your fed up with it, retentions, to try to get them to fix your plan and stop the credits from disappearing. I may be wrong, but your contract is only for the plan itself, and any add ons and credits are subject to changes in prices.

[operasam]

I may be wrong, but your contract is only for the plan itself, and any add ons and credits are subject to changes in prices.

Though I appreciate you are trying to offer an explanation for Sprint's policies I think you are wrong.
Sprint encountered a similar problem when they raised the price of text messaging. Faced with massive cancellations as a result, and no leg to stand on as far as enforcing the $150 penalty for early cancellation, Sprint chose to reverse course and let the original $.10 per SMS stand through the end of each existing contract and have the $.15 SMS apply to new contracts.
I'm guessing Sprint's lawyers realized they had violated the spirit of the existing advantage agreements. How is my case any different?
By agreeing to a specific plan with specific addon prices and credits in place it is unethical to raise the addon prices or drop the credits without offering me the opportunity to withdraw from the existing agreement (ETF free) or offering an option to sign a new agreement with the new prices and credits (or lack thereof) clearly spelled out.

[LilbearWS]

Taken from Dan in this (http://www.sprintusers.com/forum/showthread.php?t=124102&highlight=text+message+increase) thread

"Additionally, you should have gotten a notice in your december invoice of some changes to the T&C effective january 1. The changes to the T&C basically state that sprint will now only allow you "out" if they raise your base plan, and not those of any service that is "at will" such as text message plans, vision plans, roadside rescue, etc."

So, although it sucks that they removed your credits, or messed up your bill, they have no obligation to the price of the add-ons or credits. You can always try to get them back though going through e-care, executive services, or retentions.

[CrazyGuy]

This would in no way violate your contract as posted above. However, even if it did in some way violate your contract Sprint, as you wrote, "promptly" gave you the credit back each time. From your post it would seem that the CSR readily realized that these credits are supposed to be on your account for the duration of your contract and that you have not had to fight for them.

It is unfortunate that you are having these billing problems each month though and Sprint should correct this problem once for you so you don't have to call in each month.

I'm pretty sure Z codes are Retention codes and only they can change them.

I'd guess that each time you call a regular CSR that they are simply crediting you the amount, but not actually trying to find out why the reocurring credits aren't staying.

There are a couple of ways you can go about getting this problem fixed.

1. Call Retentions as they are the ones who most probably put the credit on in the first place and can do alot more than regular CSR's. Don't mention that you think they are violating the "nature and intent of the two year agreement". This is not only untrue, but won't get your problem resolved any faster. Explain to them nicely that it is frustrating to have to call in about this issue every month and that you would appreciate it if they could look into if there is a technical glitch that is causing this problem. They will see all the notes on your account and should be able to correct the problem.

2. If Retentions says the problem is corrected and it happens again try calling Advanced Tech. Support. Their direct number is 1-877-818-1944, or possibly 866. I don't have it in front of me. They are excellent at helping with nearly every problem and may figure out and solve your billing problem faster than anyone else even though this is not technically their area of expertise they are extremely helpful.

[operasam]

This would in no way violate your contract as posted above. However, even if it did in some way violate your contract Sprint, as you wrote, "promptly" gave you the credit back each time. From your post it would seem that the CSR readily realized that these credits are supposed to be on your account for the duration of your contract and that you have not had to fight for them.

It is unfortunate that you are having these billing problems each month though and Sprint should correct this problem once for you so you don't have to call in each month.

I'm pretty sure Z codes are Retention codes and only they can change them.

I'd guess that each time you call a regular CSR that they are simply crediting you the amount, but not actually trying to find out why the reocurring credits aren't staying.

There are a couple of ways you can go about getting this problem fixed.

1. Call Retentions as they are the ones who most probably put the credit on in the first place and can do alot more than regular CSR's. Don't mention that you think they are violating the "nature and intent of the two year agreement". This is not only untrue, but won't get your problem resolved any faster. Explain to them nicely that it is frustrating to have to call in about this issue every month and that you would appreciate it if they could look into if there is a technical glitch that is causing this problem. They will see all the notes on your account and should be able to correct the problem.

2. If Retentions says the problem is corrected and it happens again try calling Advanced Tech. Support. Their direct number is 1-877-818-1944, or possibly 866. I don't have it in front of me. They are excellent at helping with nearly every problem and may figure out and solve your billing problem faster than anyone else even though this is not technically their area of expertise they are extremely helpful.

Thanks for your advice. I am usually nicer to the CSR's than I am in my SU posts where I tend to rant a bit. I realize taking an agressive stand with the CSR's, especially if they are trying to help, will most likely backfire on me and I have always received a better response when I remain polite and reasonable.
I did speak to retentions directly both times this happened but the credits they applied were seemingly one time credits that last a month or two before they disappeared again despite the Z code and notes on my account. If it happens again next month I'll give the Advanced tech support number a try.
I still feel in my heart, however, that removing credits mid-contract (especially with no advance warning) is in violation of the spirit, if not the letter, of any contract. I feel any small print disclaimers Sprint might offer up in response would not hold much weight if they were really put to the test.
Thanks to all who have tried to help me out with this issue.

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