Theft by Billing
LEXINGTON, KENTUCKY -- I am posting the content of my online complaint to Sprint PCS because I assured them that I would tell as many people as I could to stay away from them. Thanks for helping me keep my promise. See below:
I am writing to let you know how incompetent your customer service is, and how they wasted 3 hours of my day after work on June 12th, resolving an issue that your own company caused.
On June 12th, I checked my latest bill for the period Apr 19 - May 18.
I was shocked to see that I had been billed for $103.33, although I had recently switched to a $40 plan.
A few weeks ago, I upgraded my phone at a local Sprint store. The only other thing I switched was to a lower plan. The bulk of my bill (Page 5 of 9) was from a 'Power Vision Ultimate Pack' which I had never heard of, nor asked for.
I called *2 and had to speak with a representative that only knew passable English. I am a non-native English speaker, and even I had trouble having her go to Page 5 of 9 of my bill. I could at no point convey that I had never opted for these data service, and had to give up in
I then called back, and had to speak to a man who must have been in a train station due to all the background noise. I almost had to Shout during the entire call. He basically said there was nothing he could do about the charges, but that I would be taken off the data plan. That is unacceptable because I required a reimbursement for a service I HAD NEVER ASKED FOR. He informed me that because I had bought an Ev-Do capable phone, I had got this plan. He might as well have called me a liar. Go ahead and check to see if I have ever used your data service for the time I was billed. He then said that I could resolve this billing issue at a Sprint store. This turned out to be a lie.
I therefore had to leave home and go to the Sprint store and of course, the said that they don't deal with billing issues so they put me on-hold with customer service, which I had no previous luck with, anyway.
What sort of company builds a retail location where a customer cannot resolve billing issues? I hung up after 10 minutes and luckily I spoke to the representative who had sold me the phone. He agreed that he had never sold me a data package for this phone, but could not help me otherwise. HE SHOWED ME HIS COMPUTER RECORD OF MY EARLIER VISIT which proves that I did not
request this plan.
So now, we have a Sprint employee who agrees that I had not asked for this package, but then your company sees it fit to bill me and refuse reimbursement? That is called THEFT, and is enough grounds to take you to small-claims court. The only reason I am not is because the store employees recognized the ineptitude of your customer service, and managed to effect a service credit, which I will await before taking further action. I am now exploring legal recourse to terminate my current contract.
Since your phone calls are supposedly monitored, I challenge you to verify anything I have stated. In the mean time, I am going to make every effort to ensure that no-one I know considers Sprint for their cellular service. I intend to share my experience with any and all forums that I can post to. I have been a Sprint customer for several years, and nothing has changed. Every time I have had to deal with your customer service has been an aggravating experience, and I am looking forward to the day when I can switch to Verizon.
For the time being, I will use he power of the internet to make sure that any potential consumers are spared the aggravation of being one of your customers.