Watch CBS News

Call Kurtis Investigates: What You Should Know Before Switching Cellphone Companies

ROSEVILLE (CBS13) - You've seen those deals where cell carriers say "we'll buy your phone," or other offers say they'll pay your early termination fees.

Competition among cellphone companies is stiff, and some companies are making incredible offers just to get you to switch over.

It was the Sprint ads that grabbed the attention of Roseville mom Michelle Brandt. She traded in her Verizon phones and switched to Sprint.

"They'll buy out our contract; we'll get new phones, and we'll be all set," said Brandt.

As soon as she got home, she realized the Sprint service at her house was spotty. So she returned to Sprint within the 14-day period to get out of the contract.

She was surprised when "They wouldn't give our phones back," said Brandt.

The Verizon phones she just traded into Sprint she would have to give back, then start service with Verizon again and have to buy all new phones.

Gary Almond with the Better Business Bureau says unless you ask, expect your phone to be gone as soon as they buy it back.

Ask them if this doesn't work out, can you can get your phone back.

"They can even email you and actually there you have some kind of agreement," said Almond.

Sprint told us, "We cannot ensure that we will be able to return a customer's old device ... They will be provided a comparable device."

After we got involved, Sprint gave Brandt her $550 on a Visa gift card to cover her losses.

Brandt now back with Verizon wishes she never fell for Sprint's ad.

"It was a big financial mess for us, and it was a lesson we learned," she said.

There was also confusion regarding a refund on the sales tax Brandt paid for the Sprint phones.

Once we got involved Sprint straightened that out too.

Before switching to any cell provider, ask a friend, a neighbor, or anyone with that company to see how their service is.

Sprint's full response:

As for our customer Michelle Brandt, our Executive Services team (Customer Care) has been working with her since July 14 and the proper refunds are applied and the billing matter is now resolved.

Ms. Brandt confirmed receipt of the refund. The only item remaining is the receipt of the Visa Gift cards (referenced below).

In response to your other questions below:
Per policy we cannot ensure that we will be able to return a customers' old device. If we cannot provide back a customer's old device, they will be provided with a comparable device. However, in lieu of returning their old devices or providing a comparable one, we opted to provide Ms. Brandt the ETF (Early Termination Fee) buyout Visa cards in the amount of $550.

As to why she was billed after cancellation. On the first invoice, all equipment charges were credited. However, she was charged for the three days that the service was active. Credit was applied to offset that charge. We apologize for any inconvenience and appreciate your help in bringing this matter to our attention.

View CBS News In
CBS News App Open
Chrome Safari Continue
Be the first to know
Get browser notifications for breaking news, live events, and exclusive reporting.