|
I'm totally feeling ToviaHeli's pain. There seems to be some type of apathy in Sprint's customer service for your non-run-of-the-mill type of problems. For the last month I've had a similar customer service reluctance-to-help experience. Matter of fact it was this past Friday.
I had a gross billing error where automagically my PCS to PCS minutes disappeared on September's billing cycle. This more than tripled my 2000-minute plan bill. I had a bill that was over $900.
I called last month (Oct. 16th) to get it rectified as soon as I saw the error. The CSR said that this seemed to be happening to alot of people. I have a 5-year-old 2000 minute plan (grandfather) for a base rate of $85. She put in a request for it to be corrected and I was credited $274 for a bill the was over $600 above the amount I would normally pay. There were notes added to the account that I was not due anymore credits.
After being told to wait until the of the month for the credits to show up, I saw that I was not fully credited and was now delinquent even though I sent in a payment greater than the amount that the CSR said that I would ultimately be responsible for.
Two Fridays ago (Nov. 9th) I called to get the issue rectified and spoke to someone named Mario who was supposedly a supervisor. He promised to get on top of the issue and get back to me. No dice.
I called last Monday (Nov. 12th) to follow-up..... I was told the account was under review and it would take 24 to 72 hours. Three day had already passed (1 business day).
I called back last Wednesday (Nov. 14th). No movement in the right direction. Still supposedly case under review.
I called back Last Friday (Nov. 16th) and explained how I've been dealing with this for a month and have been following up since the Friday before. Ultimately A supervisor got on the phone and told me nothing was being done with my case when I called in Nov. 9th. On top of that because the notes said no other credit was due my account, no other action was going to be taken. I asked for someone to talk to who actually can do something. I was given a number to call corporate @ (703) 433-4000.
The CSR read the notes on the case and told me that the issue was already handled at a level higher than himself at corporate and he would not be able to do anything further because the notes said so and I was already credited $274.
Mind you last Friday I was standing a Sprint store for 1.5 hours while having these conversations on the phone. A very understanding in-store CSR named Jasmine was listening to everything and had no explanation for the on-phone CSRs. Jasmine also noted that it looked like no one fully reviewed the bill properly. She ultimately called retention after I left to try to get the issue rectified. They told her that this had been a common issue with my type of plan and that it would take 1 -2 billing cycles to rectify.
In the 5+ years that I've had the 2000 minute plan, I've NEVER used up all of my minutes. I later found out that Sprint did a conversion / migration of my plan in the end of August which is when all of this stuff started.
Sprint's reluctance to help my their long-time standing customer that spend approximately $230 per month for 3 lines of service, one line being a PDA data plan, and a data card, has totally soured me to the company. This is not the 1st time I've had billing issues with Sprint Wireless, but is the 1st time that I've had not 1 but 2 CSR tell me that they will not help me.
About 4 years ago I left Sprint land-line services because of their unscrupulous billing practices and lack to see beyond their face and vowed never to go back. It looks like time to fully jump ship and give someone else my business and who respects what there customer is telling them. I would choose Cingular / AT&T if they insured their PDA phones, but they don't so at the end of this month, hello Verizon.
FYI
|