3 On Your Side

Phoenix area woman sent to collections for cell phone bill she doesn't owe

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Sandi Rowe said she kept getting bills from Spring even though she cancelled her three lines. (Source: 3TV) Sandi Rowe said she kept getting bills from Spring even though she cancelled her three lines. (Source: 3TV)
Rowe says she's constantly on her new carrier's phone trying to resolve the issue with Sprint but gets nowhere. (Source: 3TV) Rowe says she's constantly on her new carrier's phone trying to resolve the issue with Sprint but gets nowhere. (Source: 3TV)
Out of those three phones that Rowe returned for credit, only two were processed and the third one failed to correctly enter Sprint's system. (Source: 3TV) Out of those three phones that Rowe returned for credit, only two were processed and the third one failed to correctly enter Sprint's system. (Source: 3TV)
Sprint quickly zeroed out her account and a spokesman says Rowe will be removed from collections. (Source: 3TV) Sprint quickly zeroed out her account and a spokesman says Rowe will be removed from collections. (Source: 3TV)
(3 ON YOUR SIDE) -

Sandi Rowe says whether she's cleaning dishes or cleaning house, she feels like her phone is constantly glued to her ear talking to Sprint.

"You know, it takes 2 to 2 and a half hours at minimum every month of being transferred and then being hung up on and then being transferred and being hung up on again," a frustrated Rowe told 3 On Your Side.

Her frustration with Sprint goes all the way back to July when she canceled three Sprint lines. At the time she canceled, Rowe says she owed nothing, had a zero balance and she was assured by Sprint that the cancellation would go smoothly.

"Oh yeah. Easy, breezy, cheesy! Exactly,” she chuckled.  

So, why does Rowe keep getting a bill from Sprint for a variety of different amounts, month after month? Sometimes for hundreds of dollars? One recent bill totals $359.

Rowe says she's constantly on her new carrier's phone trying to resolve the issue with Sprint but gets nowhere. And to make matter worse, Sprint has now sent Rowe to collections.

So, during her last frustrating conversation with Sprint, she had an idea.

"Well, while I was sitting on hold, I said, 'Let's just call Gary Harper. I think he can help me,'" she said.

3 On Your Side got involved and we asked Sprint to look at Rowe’s account. They did and discovered the mistake.

Out of those three phones that Rowe returned for credit, only two were processed and the third one failed to correctly enter Sprint's system, subsequently kicking out a bill for $359.

Sprint quickly zeroed out her account and a spokesman says Rowe will be removed from collections.

Rowe says she owes it all to 3 On Your Side.

“I couldn't have accomplished that alone, by myself. But, with Gary Harper's help, it definitely was accomplished. It's just awesome. I'm like woo-hoo!!" she said.

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Copyright 2018 KPHO/KTVK (KPHO Broadcasting Corporation). All rights reserved.


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Gary HarperGary Harper is the senior consumer and investigative reporter for 3 On Your Side at KTVK-TV.

Click to learn more about Gary.

Gary Harper
3 On Your Side

With more than 20 years of television experience, Gary has established himself as a leader in the industry when it comes to assisting viewers and resolving their consumer-related issues. His passion and enthusiasm have helped him earn an Emmy for Best Consumer Reporter from the National Academy of Television Arts and Sciences. He’s also garnered several Emmy nominations

He has negotiated resolutions with companies of all sizes, including some of the biggest corporations in the nation.

Gary has successfully recouped more than $1 million for viewers around the state, making 3 On Your Side one of the most popular segments on KTVK and the station's Web site.

He's best known for investigating and confronting unscrupulous contractors. In fact, many of his news reports have led to police investigations and jail time for those who were caught. Viewers, as well as the companies and people he investigates, regard him as consistently being thorough and fair.

Gary has been with KTVK-TV since 1997. Prior to his arrival in Phoenix, he worked for WZZM-TV in Grand Rapids, Michigan, where he was as an anchor and reporter.

Gary is from Chicago, but launched his television career in Lubbock, Texas, after earning a broadcast journalism degree from Texas Tech University. Following his graduation, he was quickly hired by KLBK-TV in Lubbock, where he enterprised and broke numerous exclusive reports. His aggressive reporting in Texas helped garner him Best Reporter by the Associated Press.

Gary has been married since 1994 and is the proud father of two sons. When he's not helping viewers, Gary is busy catching up on his favorite college and professional football teams as well as cheering on his beloved Texas Tech Red Raiders.

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