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I wanted to ask any of you who have an intimate knowledge of ecare to respond and give me advice. I have had Sprint for about a year and a half. For the last three months I have been having a problem with my bill. I won't go into details on this, but basically after getting a new phone added to my account Sprint has been billing me for two separate accounts as opposed to adding this onto my family account. There have also been other unwarranted fees added. For the last two months, I have called CS several times and spent over 10 hours on the phone. Each time, I have been told the issue was resolved only to find out within a week that the incorrect charges are still on my account.
Exasperated by being on hold and the time on the phone as well as no documentation of the promises that CS had made to me, I tried to contact ecare. They of course asked for personal info like phone, number, address, etc. A couple of emails went back and forth between me and ecare as I tried to explain to them what was happening and what had happened. Yesterday, I got an email from someone 1000 miles away who I had never met. He said that he was a customer having trouble with Sprint as well, and he just wanted me to know that Sprint had sent him a copy of our correspondence. Sure enough, there was a copy of all of emails that I had been sending ecare along with the personal info that I had sent.
I tried to make ecare aware of this, and they just sent back a form letter dealing with identity theft, ignoring that they were the ones sending it out. Do any of you have any suggestions on the next step that I should take?
Thank you.
eirrom
08-15-2007, 09:35 AM
This is an all-time low even for Sprint. I would talk to Retensions and have them fix this. You might even want to talk to the BBB regarding the personal info given to a complete stranger. Maybe you might want to contact someone with the attorney general's office in your state.
I'm not usually one to say contact the authorities but if Sprint can't even respond to your emails with forwarding them on to a stranger, something must be done!
Scoobmd
08-15-2007, 05:40 PM
This is crazy. Not only does Sprint not fix your problem but makes it worse by sending your personal information to a stranger??? :confused:
I dunno what to say but here a few numbers I found in the Sprint FAQ that might help:
Customer Service w/Hold Time
------------------------------
(888)211-4727
(888)788-4727
(877)909-4806
Customer Service - straight to Rep.
------------------------------
(800)658-7564
(877)822-7505
Let us know how this turns out but unfortunately, it looks like you're looking at a lot more calls...
Both numbers without hold don't work and the ES number doesn't work either
clairegrrl
08-16-2007, 09:47 AM
I have this number that is supposed to put you to the front of the hold line, and when I've used it, I never waited more then a minute or so.
866.516.8519
Good Luck
precplac
08-16-2007, 10:11 AM
Thanks for all of your replies. To update what has happened; a Sprint ecare specialist called last night. He, once again, went on the identity theft script that apparently he had. I explained that it wasn't identity theft, but rather a Sprint screw up and mentioned that the other Sprint user was in Indiana. That was a mistake. It took me 5 minutes to clarify that I said "Indiana", not India; that Indiana is a state in the US.
He of course apologized and "assured" me that Sprint would investigate this thoroughly and that it wouldn't happen again. Since he did see that I was not satisfied with only his assurances, he promised to credit my account for $25 for my troubles. Yes, twenty-five dollars.
Supposedly a manager will be investigating this and calling me back within 48 hours. We will see what happens.
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