Anyone being mysteriously charged after they swapped their Mogul for Touch?

[nitty917]

Somehow sprint is charging full price for the Touch after we have agreed to do a even swap
over emails through Ecare. I saved each of those emails assuring there will be no charges.
So I call cancelations dept stating that this is a mistake, and they said that Im responsible now? And the Mogul sent in will not be credited? So now they took my Mogul, and I have to
pay $500? Anyone getting this BS?

[98classic]

that sucks what i did was call sales support and told them to give me an authorization email so i can take it into the store. did it in person and even got like $44 back.good luck

[gt25500]

Yep.

UPS Tracking number said they got my Mogul on 11/29/2007. Never was credited. Emailed eCare, they claimed to have never gotten the phone until I told them to check the tracking number. Figured it was resolved, but the credit never shows up and my bill is approaching due.

Call customer service in mid-December... same deal: "We don't have it." Again, prove to them they do... Lady says it takes a billing cycle for the credit to get applied. I tell them I'm only paying my ~$35 this month and not the entire ~$575. No problem. Canceled my auto-payment just to be sure.

Last week I see my credit card is charged about $540, the difference between the full bill and what I paid. Call customer service again and they claim yet again to having never received the phone. Same song and dance later, they say they will credit my account in a few business days. (What happened to an entire cycle?) That's obviously not good enough because the charge already hit my credit card and I'm not interested in essentially pre-paying my bill for the next year and a half. I get put on hold for 10 minutes or so and am told that a supervisor will issue a charge-back to my credit card in a few days. We'll see what happens.

Sprint is lucky SERO is such a great deal, otherwise I would have left ages ago.

[missriss]

Originally Posted by nitty917

Somehow sprint is charging full price for the Touch after we have agreed to do a even swap
over emails through Ecare. I saved each of those emails assuring there will be no charges.
So I call cancelations dept stating that this is a mistake, and they said that Im responsible now? And the Mogul sent in will not be credited? So now they took my Mogul, and I have to
pay $500? Anyone getting this BS?

Keep the e-mails!! ANYTHING, I mean anything, from an eCare e-mail is considered valid with Sprint. Take copies to a local Sprint store, speak to the manager, and refuse to leave until your account is credited. You only have 30 days to return the original device. If it's returned after that, the credit won't be issued. It normally takes a week to get the return kit, a week to get back to Sprint (if you ship it ASAP), and a few weeks for it to get processed. The warehouse will issue a credit to your account after the returned phone has been processed. ANY rep though can issue the credit to your account. I say take it to the store because you'll be able to provide proof right then and there. They can't dispute that.

[thehelios]

First off, if you got charged in full and was never told in the eCare emails that you would be charged, CALL THIS NUMBER AS SOON AS YOU CAN: 703-433-4401. It's there Customer Solutions Center (or we'll call it executive customer service). They have the most power of any standard CSR and are able to give you a temporary credit on your account untill the phone clears. But remember, you must follow their instructions to the note if you want to get something resolved.

[nitty917]

Originally Posted by gt25500

Yep.

UPS Tracking number said they got my Mogul on 11/29/2007. Never was credited. Emailed eCare, they claimed to have never gotten the phone until I told them to check the tracking number. Figured it was resolved, but the credit never shows up and my bill is approaching due.

Call customer service in mid-December... same deal: "We don't have it." Again, prove to them they do... Lady says it takes a billing cycle for the credit to get applied. I tell them I'm only paying my ~$35 this month and not the entire ~$575. No problem. Canceled my auto-payment just to be sure.

Last week I see my credit card is charged about $540, the difference between the full bill and what I paid. Call customer service again and they claim yet again to having never received the phone. Same song and dance later, they say they will credit my account in a few business days. (What happened to an entire cycle?) That's obviously not good enough because the charge already hit my credit card and I'm not interested in essentially pre-paying my bill for the next year and a half. I get put on hold for 10 minutes or so and am told that a supervisor will issue a charge-back to my credit card in a few days. We'll see what happens.

Sprint is lucky SERO is such a great deal, otherwise I would have left ages ago.

wow that is so bs! I even told the bastards that I dont even want the damn phone, send my mogul back, they said we cant take your phone back? Are they idiots? Their communication just sucks there. Why would you send me a return kit to send a phone back and not give me any credit?

[Shaska]

Huh, Thats odd, The person I dealt with from Business E-care actually issued my perm. credit the instant she got my return e-mail with the working tracking #... Sounds like some of you guys may have been dealing with the Tier 1 peons that cant ever seem to get anything right... :S

[EtherealRemnant]

See this is the exact reason I decided it would be easier to keep my Mogul and pay 200 bucks for the Touch... I was totally concerned Sprint would pull something like this...

[imneveral0ne]

im sorry to hear about your troubles. ive actually gotten 2 300+ dollar credits since then. for no apparent reason at all. guess im just lucky....

[thadeus_d3]

Originally Posted by imneveral0ne

im sorry to hear about your troubles. ive actually gotten 2 300+ dollar credits since then. for no apparent reason at all. guess im just lucky....

I too have been lucky with Sprint since swapping my mogul for the touch. When I first swapped it, they sent me another mogul. I complained and they sent me a touch along with a return kit for my original mogul. I ended up with a Free brand-new mogul (ebay bound) and close to $700 in rebates/credits and its been close to 3 months. If you complain enough, you can get Sprint to correct this problem.