HELP - Sprint just deactivated my Touch with no reason!

[lanwarrior]

Hi all,

Before I begin, let me explain what type of accounts and phones I have with Sprint:

I have a SERO account that originally opened back in August 2007. I purchased the HTC Mogul and the phone works just fine. Let's call this phone 1st-Phone Around December 2007, I called Sprint and added another SERO line under the same account as above. I bought an HTC Touch phone and received a separate number. Let's call this phone 2nd-phone.

So as of January 2008, I have the following:
- 1st-Phone: HTC Mogul - SERO PLAN - separate number
- 2nd-Phone: HTC Touch - SERO PLAN - separate number

Both phone fall under the SAME ACCOUNT NUMBER as both were opened with the same Social Security Number.

Today, suddenly the HTC Touch phone no longer works as follow:
- calls to other number resulted in roaming error
- calls to voicemail resulted in calls cannot be validated error

I called Sprint and they said the 2nd-phone account was CANCELLED because of HIGH USAGE. (?????) I checked all my past bills and the 2nd-Phone never goes above $60 / month. The Sprint rep. said the phone was cancelled because of that and asked me if I know someone named "Will". I said NO, and the Sprint Rep said it was cancelled per request of Will.

The Sprint rep said in order to activate, I have to pay an Activation Fee AND maybe charge cancellation fee because the phone was deactivated in less than 2 eyars (contract length). (????????)

So basically, in order to activated my 2nd-phone, I have to pay:
- The ETF fee $200
- Activation fee $35 (or $25.. can't remember)

I tried to call billing and they said the same thing. I am calling again hoping I can talk to another person but I've been on hold for 20 minutes and the call got disconnected. :(

So I am in a hole now. What do you guys suggest?

[BrettW]

this belongs in the general section to get a broader audience

[lanwarrior]

this belongs in the general section to get a broader audience

Opps, sorry about that BrettW.

[Deval]

Well, I would suggest calling CS, asking to speak to a supervisor, and calmly explain that the plans appear to be configured incorrectly, and if they can assist you with the matter.

There is no direct number to retention, but they may be able to help you as well.

[knytphal]

Good luck with getting that taken care of. As suggested, just call in and calmly explain what happened. Whatever you do just be polite and nice, they should be able to help you out.

[lanwarrior]

Thanks guys. I just called again and this time the rep is very helpful. She is puzzled also on why the account was cancelled and there is NO NOTES whatsoever indicating why it was cancelled. She's now talking to her Supervisor and "Consumer Account Services" department to activate. I am now on hold (again).

One thing that worries me is how someone can cancel my account like that. I have not given my PIN or anything like that, nor have I been a victim of identity fraud.

I'll give you guys an update soon. But if anyone else experienced the same situation, please provide your input.

[Deval]

Ok glad to hear that. They should be able to get everything cleared up.

[knytphal]

They should always ask for a password or something like that. If not, you should set one up.

[Dan]

Well, I would suggest calling CS, asking to speak to a supervisor, and calmly explain that the plans appear to be configured incorrectly, and if they can assist you with the matter.

There is no direct number to retention, but they may be able to help you as well.

actually, yes their is :)

PM sent to the OP.

[The SPCS Guy]

They should always ask for a password or something like that. If not, you should set one up.

Yeah, they should always ask for your password. If you don't ahve one, as was stated, you need to SET ONE UP!!!

JE

[Dan]

Yeah, they should always ask for your password. If you don't ahve one, as was stated, you need to SET ONE UP!!!

JE

Hmmmmm.......... didnt you leave? :thought:

[The SPCS Guy]

Hmmmmm.......... didnt you leave? :thought:

Well I did over a month ago. I thought about what Matt said to me, that all the Mods didn't want me around and my posting wasn't wanted. And I thought about it, and was like: Why would I let you run me? That's not NY style and it's not MY style. So, If someone doesn't want me here then it's going to take more than 1 person to open their mouths and move me outta here, because I've been around longer than most mods here. I figured I'd get a response like that outta one of you. So Dan, mind telling me, exactly what you and all the other mods think of me in public or via PM? Matt was the only one who has the gall to say it.

But anyway, I'm not concerned with what you think of me. Just here to respond to the posts as I always have and will continue 2 be me!

JE

[lanwarrior]

How all!

OK, so here's the update:

I do have PIN number setup. In fact, I created one when I first opened up the SERO account from Sprint website and after I received my phone, I changed it again.

So I just spent almost 1 hours with the Consumer Account Services and the guy told me that he does NOT know how my account got cancelled. His record shows nothing other than "Cancelled". He thought it's a technical issue that somehow cancel my accounts automatically. I really doubt that and if it's true, it's really a big problem! He concur and said he'll need to check on that but that'll take a while.

In the meantime, he re-provisioned my phone and he said I WILL get the ETF fee but he just put a note to CREDIT that fee again.

At the end, my phone works (so far) and I'll have to check next month if the ETF debit/credit indeed shows up.

This is truly an amazing experience in that my phone got cancelled with no apparent reason and not even Sprint CS, Tech Support, and Consumer Account Services know why.

If this situation happens to anyone else, I hope my experience can help them.

[MsRandall]

Well I did over a month ago. I thought about what Matt said to me, that all the Mods didn't want me around and my posting wasn't wanted. And I thought about it, and was like: Why would I let you run me? That's not NY style and it's not MY style. So, If someone doesn't want me here then it's going to take more than 1 person to open their mouths and move me outta here, because I've been around longer than most mods here. I figured I'd get a response like that outta one of you. So Dan, mind telling me, exactly what you and all the other mods think of me in public or via PM? Matt was the only one who has the gall to say it.

But anyway, I'm not concerned with what you think of me. Just here to respond to the posts as I always have and will continue 2 be me!

JE

This is not the thread for this...I would suggest for you to create a thread in the feedback session if you want mods to address it and give it the attention it needs...me personally I remember you from the SU old days and I dont have a problem with you...and have never heard of any other mod having an issue with you. However please create a thread in feedback so we can stay on topic here in this thread....by the way WELCOME BACK.

[Frambosie]

The only thing i can think of, aside from some technical mishap possibly related to the current billing overhaul they are doing (converting everyone from P2K to Ensemble) is that it may be something with your SERO plan itself.

What do i mean? Well, to get the SERO plan you need to enter a referee's Sprint email address to be eligible. As i understand it, every employee gets a certain amount of referrals. Now, if you don't actually know someone who works for Sprint that referred you and simply found an email address from some employee and used it they may have found out and reported that they did not refer you. This could possibly be who "Will" is.

*IF* (notice the stress, i am not accusing you of abusing the SERO plan) you chose to use someone's email address without authorization, then i would believe that it falls well within Sprint's rights to cancel your account without notification.

The only reason i put this out there is because the first time you called a Rep asked you if you knew "Will"

Either way, i hope your situation gets resolved fully within the next few weeks.

[lanwarrior]

Frambosie,

Thanks for the insight. I got the email from my friend who knows someone in Sprint. The guy (the Sprint employee) told my friend that it's fine for me to use his email address.

However, if Sprint do want to cancel the account, wouldn't it prudent that they cancel BOTH accounts instead of one? Just wondering...

[Frambosie]

LW,

I don't disagree. The only reason i mentioned it, aside from the inquiry as to if you knew a "Will" is because i have been hearing that Sprint is looking to, or already has, begun cracking down on chinks in their armor if you will.

Might want to check with your friend's friend and see if he can't find out anything more on the situation.

At the end of the day, your phone is working, and thats about all that matters.

[lanwarrior]

Hmm, good idea. I'll check with him. Hope he still works for Sprint. :)

[Dan]

Could have been something as simple as a rep screwing up and touching the wrong account.

At any rate, the number I sent you via PM should be able to help you with any leftover issues if not solved early tommorow.

:wavey:

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