told NBC5 Chicago that he received an email from Sprint addressed to "Sissyboy Kelvin Gay Matthews" after he called for assistance because he was receiving messages from another account he thought he closed.
When he spoke to a Sprint customer service representative about the problem he was having, he was told to check the status of his phone and of his online account. Mathews said he couldn't remember that account’s login information and the customer service representative told Mathews he'd send him an email with instructions.
When Mathews checked his inbox, he said was angered how the email was addressed,
"I expressed my concerns to them and how serious this is to me and my wife," he said. "I don’t live a homosexual life, I never gave Sprint anything to go on and think that, and even if I did I don’t think it would be fair to say this on my account."
Sprint has launched an investigation into the incident but acknowledged the error. According to a spokesperson for the phone company, employees are able to change the salutations on automated emails.
"We have apologized to Mr. Mathews and deeply regret what happened over the weekend," Sprint said in a statement. "Mr. Mathews should never have received this email from our representative. We have dealt with that employee appropriately."
Mathews said that a Sprint representative contacted him Monday to apologize. The rep said Mathew’s account would be closed with no early termination fees and agreed for Mathews to open a new business account with an iPhone with two months of free service. Mathews has yet to accept the offer, however.
"To have this email is a form of degrading someone and I think people need to know about it," he said. "They’re not treating customers like they should."WATCH: