Sprint - Daytona Beach, Florida 32114 - Volusia Mall

Great service! James was very helpful during my shopping. Got my Apple Watch thanks to him being bilingual.

To whom it may concern, On September 4th, my family and I took a trip to the Sprint store located at the Volusia Mall in Daytona Beach, Florida. We were helped by a girl named Jacie, who has recently been promoted to store manager of that store. After a few hours, Jacie had transferred us from AT&T to Sprint, got us new iPhone 8 Plus’s and added three lines with new phones for our three children; for a total of five lines. At the time, Jacie seemed knowledgeable and professional during our visit. However, after a month had passed and we’d received our first bill from Sprint, everything seemed to have changed from our point of view. Jacie had signed my family and I up for a promotion that had been going on which included five lines with unlimited data for $90 a month. I had upgraded my wife and I to the iPhone 8 Plus’s and was told that, for another $20 a phone, I could upgrade the other phones to iPhone 8’s. Both of which were under a buy one get one promotion. So, I updated two of the three phones which left me with one Moto e5 Play. After everything was situated and upgrades were done, I was informed that my bill would be $213 a month. My wife and I had agreed that the price was right. So, we moved forward with the transfer and paperwork. Once everything was done, Jacie told us that when we turned in our old phones, they would take the amount that was left on the cell phones, put that towards our AT&T bill, then Sprint would cover up to $500. That would have left us with a $223 service bill plus a $90 cancelation fee for our iPad early termination from AT&T. A few days went by before my wife and I handed our phones over to Jacie. The paperwork that she had handed me showed a $0 balance and she had told me that I was, “All set”. Nothing more was explained which lead me to believe that they would turn the phones back over to AT&T and the balance would be $0 as it was shown on the paperwork. I then received a bill in the mail for $1593 from AT&T a month later. That weekend, I took my entire family back to the Sprint store in the Volusia Mall to speak with Jacie. We were told by another associate that she had been recently promoted to Store Manager and had the weekends off. I was also informed that I would be receiving gift cards in the mail which I would have to give to AT&T to pay off the phones that I had previously thought had a $0 balance. The next day, I decided to call to speak with Jacie. She had told me that none of the promotions would go through, so she talked to upper management and would have to force them through. She then told me that I would have to pay an extra $100 more a month than I was signed up for and that it would take 2-3 billing cycles for them to fix it. So, I now pay my $213 balance that I was signed up for and then I’m forced to pay an extra $100 because I get texts and emails threatening that my service will be disconnected. Now, my question is that since I’m paying an extra $100, when I’m not supposed to be, will I be getting that money back? While still on the phone with Jacie, she continued to claim that she had tried to send an email numerous times which had the paperwork showing that the phones were turned in. However, I never received those emails because the she had the wrong email on hand. Then, her story quickly changed stating that Sprint would cover up to $500 per phone that we turned in and not $500 towards my AT&T bill. Now, why would I turn the phones in if I was still paying on them ? I should have kept them seeing that I am technically still paying on them. After calling numerous times to find out where the Virtual Reward cards were, I had finally received two cards. One was for $550 and the other for $464. Yet, I couldn’t help but think that it was up to $500 per phone like she stated. So, all-in-all, Jacie made the sale getting my family and I signed up, gave me nothing except false information about the deal, then changed her story to cover herself. I still have a remaining balance of $579 dollars with AT&T which I’m very upset about. If I was not misinformed in the first place, then I would have never transferred from AT&T to Sprint. On top of that, I’m paying an extra $100 a month that I NEVER agreed to. What are you going to do to fix this? If I am not reimbursed, my family and I will be leaving Sprint after our 90 days are up.