the ETF charge

eggke · EVDO Newbie Joined: 06 Jul 2008 Posts: 6

i got a question for the ETF

i cancel my account because the 5 gb cap on july 3, however the CS rep told me that i have to pay the ETF because the 5 gb cap is't apply to any data card customer. so i would like to know is that true or is the rep dont know anything about the new TOS. i dont feel like to pay that ext $200.

SO can someone tell me what is really going on??

andy6432668 · EVDO User Joined: 02 Jun 2005 Posts: 56

You got 30 days from the date on your bill that gave you notice of T.O.C. change to cancel after that you're screwed.

paulie888 · EVDO User Joined: 14 Jun 2008 Posts: 37

That Rep is lying through his damn teeth! You should have asked to speak to Retention. Wayne just reported that new sign-ups for the datacard service are still being lied to, and told that they are signing up for unlimited service even though the official announcement of the 5gb cap is just days away!

You need to examine your past Sprint bills, and check the date when you were notified of the change in TOC (5gb cap.) You were given 30 days from that bill date to cancel without ETF, so as long as you're canceling within 30 days you will not be charged ETF, otherwise Sprint has the legal right to charge you that $200 ETF.

Paulie

eggke · EVDO Newbie Joined: 06 Jul 2008 Posts: 6

here is the following up

Thank you for contacting Sprint.

As you were already informed that the 5 gb cap on the connection card is
for the new line activation and you already have $59.99 connection card
. Therefore these term and conditions are not applicable on your plan.
However still wants to cancel the account, therefore, your request to
cancel the account has been forwarded to the cancelation department and
your account will be canceled on August 01,2008.

Further, the contract satisfaction date on the account is September
12,2009. As you are canceling your account before the satisfaction date.
Therefore the account will be charged $150.00 for Early Termination Fee.

it seem they really sure the 5 gb cap is only for new line activation
am i misread or they still dont know what is happening

paulie888 · EVDO User Joined: 14 Jun 2008 Posts: 37

No, the 5gb cap applies to both old and new customers. Like I mentioned before, they're still trying to mislead people today about the cap. When wanting to discuss about the cap and cancellation, always insist on talking to Retention about it.

Did you check your past bills to see when the change in TOC appeared? If you canceled after the 30 day period, then Sprint has the right to legally charge you the ETF, and there is no way out of it.

Paulie

ebiz · Posted: Tue Jul 08, 2008 2:19 am Post subject:

Eggke, read the first and the fourth messages in this post, both by me, and you will have exactly the rules. You have every right to cancel without an ETF, but you have to spend enough time to know the rules so CS can't take advantage of you.

Were you notified on Page 2 of your May or June bill of the 5 GB change? If you no longer have the mailed bill, you can download a PDF of it in your account at www.sprint.com .

If Sprint has not notified you on your bill, you can still terminate based on a material change to the Terms and Conditions (when the 5GB cap was added). However, Sprint is hiding the date that the T&Cs were changed so its customers have no way of knowing when the 30 day window to terminate without an ETF ends... A remarkable breach of business ethics.

Any mobile broadband account holder can win based on Sprint's hiding the date of change to the T&Cs because that, in itself, is a violation of its T&Cs. However, you may have to initiate an arbitration settlement before Sprint will back down.
_________________
Vista64 & EX720

max indigo · EVDO User Joined: 21 May 2007 Posts: 44

It is my understanding and confirmed by my sprint rep that you have 30 days to cancel from first notice of change in tos which as you said probably middle of june on most bills......and then another 30 days to cancel beginning july 13 to aug 13 so that is a 60 day window to cancel w/o etf...no?

max

ebiz · Posted: Tue Jul 08, 2008 8:50 am Post subject:

rolandowens · EVDO Newbie Joined: 09 Jul 2008 Posts: 2

I called after I recieved my bill in May and asked to terminate my service due to the change in Terms and Conditions. A couple days ago I get a bill for $150 for the ETF. I've gone several rounds on the phone with the cancellation folks and they claim that since I never actually used 5gb I have to pay the ETF to cancel my service.

So does anyone know who to contact within Sprint to get this resolved? The folks in cancellation said to send an email through the website....what a joke.

Roland

ebiz

eggke · EVDO Newbie Joined: 06 Jul 2008 Posts: 6

just send another e-mail to the ecare, i get the message on june and i send out the statement too, let see what will they say this time

ebiz · Posted: Wed Jul 09, 2008 9:55 pm Post subject:

Eggke, I posted a sample message to eCare in the second message of this thread.
_________________
Vista64 & EX720

rolandowens · EVDO Newbie Joined: 09 Jul 2008 Posts: 2

Just to follow-up, I got my issue resolved. Here is the email I sent to eCare address:

========================================================================
Name: Roland Owens
Form: Ask A Question Learn OR Feedback and Suggestions - Learn
Topic: Billing / Payment
Contact Number: xxx xxx xxxx
========================================================================
Original Question: How to start the arbitration process
Question: How to start the arbitration process?

When I received my May bill I there was a notice that the Terms and
Conditions of my service had changed and there was now a 5gb usage cap
on my mobile broadband card. Since there was a material change to the
Terms and Conditions of my service I chose to cancel that service
without a Early Termination Fee as per the language in Sprint's Terms
and Conditions. Sprint is now trying to charge me that fee. I would
like to start the arbitration process. How do I do that?
========================================================================

And here's the response:

Dear Mr. Owens,

Thank you for contacting Sprint. I apologize for any inconvenience you
may have experienced due to Early Termination Fee (ETF) on the account

I have issued a credit of $150.00 against the Early Termination Fee
(ETF) on the account. The account has a balance of $0.00 after
adjusting the credit as of July 09, 2008. The credit will also reflect
on the next invoice. You can also confirm the credit on the online
account, after 4 hours of receiving this email.

Let me assure you that the ETF has been removed from the account.

I personally appreciate you being our customer. I look forward to more
opportunities to assist you in the future. Have a nice day.

Sincerely,
Lauren D.
Sprint

I cannot tell you how rudely I was treated on the phone by the cancellation people. It's no wonder Sprint is losing customers at a dramatic rate. I don't have a problem with them implementing the 5gb cap, it's just a business decision they made and then I made a decision that their service no longer suited my needs. But the way this was handled just ensures that I will never do business with Sprint again.

Roland

ebiz · Posted: Thu Jul 10, 2008 6:41 pm Post subject:

Glad you got it resolved. The threat of Arbitraton works every time, if you put it in writing (and have a valid complaint).

While there are some fine CS reps, Sprint must throw red meat on the floor to get others to become so competitive about beating customers out of their money. I've been with Sprint 8 years. Love it's technology; but I use email to avoid the hassle of ignorance and attitude. Then a quick follow-up re Arbitration straightens them out in a sec.

The EVDOforums famly will be sorry to see you go. Wink

_________________
Vista64 & EX720

eggke · EVDO Newbie Joined: 06 Jul 2008 Posts: 6

i'm still waiting for the result

this is what i got

Thank you for contacting Sprint.

The account will be charged for the early termination fee of $150.00 as
the services are scheduled to be canceled from August 01, 2008. So I
have forwarded this concern to the appropriated department and to better
resolve this conern you will be contacted with in 3 business days.

Thank you again for contacting Sprint. We appreciate your business.

Sincerely,
Nylan N.
Sprint

i send them the e-mail at 10 Jul
so should get at e-mail in this week