BBB
From WhyNotWiki
Sprint: Sprint Changes Plan And Renews Contract Without Consent - Consumerist (http://consumerist.com/consumer/sprint/sprint-changes-plan-and-renews-contract-without-consent-239440.php).
No, you really do need the FCC here. The BBB is nice, but won't scare Sprint much.
Think of the BBB as a sort of ombudsman, or maybe a watered down consumer blogger. When you make a complaint, the target company is given a certain amount of time to respond to the complaint. If they don't, the complaint gets published (although not all the details, just an overview) and the target company takes a hit with the BBB's rating system.
The BBB's rating system is based on how many complaints a company has, and how many they *respond* to. The BBB is not terribly interested in resolving your specific complaint. They are only interested in reporting unresolved complaints. They don't (much) evaluate either the merit of the complaint or the merit of the response. It's all about complaint / response metrics.
So it actually hits a small company harder, because one or two complaints and maybe one left unresolved can substantially hurt a company, whereas a big huge company like Sprint probably gets a lot of complaints and only a relatively small percentage get left unresolved.
Oh and there are ways for them to work the system too. Like I said, the BBB doesn't (much) evaluate the response, just that the company made one. So if their response says "Customer has been contacted and will be refunded within 90 days" that is a resolution, even if you think you should get a refund sooner and an apology and a free phone and... and... you get the idea.
The bbb is paid in large part by large companies, guess who they like to side with? Get the FCC involved or possibly the state Attorney General as someone mentioned. If you try to reasonably solve a problem with a company and they wont help then you have to go over their head.
