How Sprint just lost another customer...

Agent: Thank you for contacting Sprint. My name is Lindsay D. How may I assist you today?

Customer: Hi, I have a couple of questions about my account.

Agent: I will be happy to assist you with this today. May I have your wireless number?

Customer: 999-999-9999 (then the PIN, etc.)

Agent: Thank you.

Customer: I am a recently separated Sprint employee, so I believe my benefit is about to expire... and I have two phones that I pay for on my account. I want to take the money I paid in advance and move it all onto one of those two phones. Can this be done?

Agent: Are you wanting to transfer your phone to another account?

Customer: no - I paid more than my monthly billing amount for each of the two phones that are on my account and want those funds to be applied to only one of the two phones so that I can resume paying for the other one... one is my Mom, who I want all the funds to cover and the other is me... I want to pay for that monthly because my new job is paying the bill

Agent: Are you wanting to cancel a line?

Customer: not yet, but I'm getting warmer on that

Agent: If you over paid your bill the money will go back to your sprint account.

Customer: yes, I am aware of this. I overpaid on purpose so I would not have the hassle of paying a monthly bill

Agent: I apologize can you clarify what you are wanting to do?

Customer: what I would like to do today is to "move" the funds that I have overpaid to one of the two phones on my account - so I will begin to owe a monthly bill on the other (currently both have been overpaid)

Agent: I sincerely apologize however you will not be able to do that.

Customer: So... cancelling one of them is the only way then? Is there a retention department - does Sprint want to retain a customer here?

Agent: You can press *2 from your phone or contact account services at 800-639-6111.

Customer: final answer?

Agent: Due to lack of response, this chat will be disconnected. If you require any additional assistance, please log back into chat and we will be glad to assist you. We appreciate your business.

2 years ago  /  Notes  /