First, I refer you to this fascinating article:
The amazing thing here is the utter toxicity of the culture there. There are so many people in on the game that they can undo the efforts to stop it.
Deb and I can relate because the last time we renewed with Sprint, it was such a complete goat rodeo that we swore to fire them as soon as our contract was up, which is not far away. I really cannot wait to be rid of this outfit, especially when I realize that my costs are higher because of losses from internal scams Sprint lacks the intellect or will to prevent.