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I went into the sprit store to open an account for cell phone service.

I went into the sprit store to open an account for cell phone service. the rep stated that I had an old account that was charged off back in 2006 so he called the Sprint call center. I spoke with the rep on the phone in the credit department and he stated that he would remove the charges and my old account would be removed and at a 0 ballance. I was so thankful because it was over 700$. The rep at the store said i was very lucky because its not often that they would remove any charges. My boyfriend was standing next to me in shock as well. Well as i was looking at my credit report I came across the sprint account and called the collection agency to have it removed. I was advised to call sprint and get something stating that the charges were removed. I called and they informed me that there were no notes stating that the charges would be removed or that the account would be cleared out. The rep then informed me that the person only removed my ssn for the moment to start new service. but that was never discused in the conversation at all. i was told to go to the store to have the account noted and then sprint would honor the credit ...well i did that and had it noted that i was told the account would be cleared. i called the next day a few rep said they didnt see any notes..some said they did see them then i was transferd over and over. after spending hours and hours on the phone with diff csr's and managers i was told that they would call the sprint store to talk to the rep that helped me. the manager said he would call me the next day and i waited and waited until i gave them a call at the end of the day. the rep stated that the rep in the store claimed he never told me that my account would be cleared..... but what i dont understand is why the rep in the store would put in the notes that my account would be cleared, then turn around and say he never said that to me. The thing is that i never even asked for them to remove the charges from the old account...the rep offered it. the rep in the store also told me that all calls are recorded, but when i asked the manager he said only selected ones are recorded. Im so frustrated...please help. what should i do or is there even anything i can do about this.
tanisha asked this question 1 year ago

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  • The WIZ

    Accepted answer

    the best advice i can give is to call in to care and ask to speak to the finance department. those are teh individuals that have the final say so on these accounts. if you currently have service and are still within the 14 days you can threaten to cancel but thats not going to help remove the charges from the prior account. ask them what options you have to get teh account settled and see what they can do. chances are they will allow you to settle for a portion of the balance (at least 85% of whats owed)

  • TheMobileGuy

    Multiple years experience working for cell carriers - know everything about plans, devices, customer service,...

    In certain cases, they may agree to unlink your social from the old account so that you can sign up for a new account, but they are not going to just forgive $700 in debt. You can start up new service, but if you want the old account removed from your report, you'll have to take that up with the collection agency.

    6 comments

    1 other expert is backing this answer

    • tanisha

      i have never disputed the 700. my problem is that i was lied to about what they were doing. had they told me they were removing my ssn for the moment i would have said no to that and waited until i paid the old balance.

    • TheMobileGuy

      I don't think they were purposely lying to you.. They just didn't explain it correctly

    • tanisha

      if i told you that im going to clear out your old account and the balance will be gone.how would you take that. would you think for one second that your ssn would be removed for the moment? and the rep standing infront of you is listening to you expressing how greatful you are that the balance is at 0$ but yet he knows thats not what happened. the rep had plenty of opportunity to let me know what really happened and that the balance would remain...

    • TheMobileGuy

      And that's exactly why I would take it up with the original rep. There's not anything that they're going to be able to do in this case though, I don't think...

    • tanisha

      thank you. i was thinking the same. :)

    • TheMobileGuy

      Sorry, wish I could help more. I definitely understand it's a frustrating situatio :-/