I've been with Sprint since at least 2010 and added my parents to my account years ago. My dad broke his phone recently. He has the insurance so he went into a store to ask about replacement. They sold him a new prepaid phone with 2 months of service, but used his SIM card instead of the prepaid one. I called customer care the same day, spoke to both customer care and prepaid departments, and was told I can return it, and as long as it was within 40 days, I would get the entire purchase returned, under buyer's remorse. We bought a phone elsewhere, and when we tried to return it, we were told there's no returning prepaid phones- under any circumstances. Customer care had lied to me. We had paid for 2 months of service and a phone, for 3 times the cost of the insurance deductible, and I still had to pay for the service on my TMobile account for the same SIM card during the same time frame. Out $150 for the prepaid, plus the 10 months of insurance I wasn't able to use. And now I'm told I cant use the insurance to replace the broken device since a new device has been activated on that line. Anyone else have an experience like this? I feel cheated and customer service is not helping at all.
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