Sprint PCS Complaint - Customer Service
SEATTLE, WASHINGTON -- December 1, 2001
Senior Vice President
Today I got a notice from your collection department indicating I owed $48.31 and if I didn’t make payment arrangements my PCS service may be interrupted. At 12:23pm I called the number listed in the letter, 1-800-808-1336 and spoke with a gentleman by the name of Josh and explained the history of my “delinquency” to him.
On October 31st I made my monthly payment over the phone by check. I don’t check my account daily so I was quite surprised, and upset, to receive a phone call from the Sprint PCS collection department, at 8:53pm, requesting a payment for a delinquency. The lady calling did not indicate why I was delinquent, only that I was and should make arrangements for payment. At this point I had not:
1. Received notice from my bank regarding a payment not being honored.
2. Received notice from Sprint PCS about my payment not being honored.
3. Been told when the payment had returned by my bank.
I immediately asked to speak with a supervisor who told me the payment had been returned because either the bank routing number was wrong or the account number was wrong. This notice, he said, was given to Sprint PCS on November 13th. I asked that a letter be sent to me so I would have that “written” information for my records. I had not received by November 28th so I paid the $48.31 the bank had not honored.
I had even email “Customer Care” on November 17th explaining the situation. The response I got from Ravi S Re: ID # 20011118005524 said only, and this is a quote, “After reviewing your account, I found that the payment of $48.31 was returned on November 13,2001. You will be able to view this on your next invoice. For any further clarifications, please call 1-8008081336”.
After explaining all this to Josh I again asked for a letter explaining why the payment was returned. He even had the audacity to ask why I wanted the letter. I told him I wanted it for my records. His response was to the effect he didn’t know if he could write such a letter. Excuse me; a customer cannot receive a letter from Sprint PCS explaining the reason? Josh then put me on hold, I would imagine finding out how such a letter could be composed.
I was on hold when the signal on my cell phone faded and the connection with Josh was lost. I didn’t panic. Heck, Josh had my phone number. I had to give that to him, along with other ID, when I first called. I knew Josh would call back. As I stated at the beginning of this letter I called him at 12:23pm. More than 3 hours later that had been no call back.
I work for a bank, Mr. Castanon, dealing with many commercial customers across the country. If I EVER treated one of those customers with the same disregard Sprint PCS has treated me that customer would not only move his business to another bank. I would also be out of a job. Having worked for a bank yourself, you understand exactly what I mean.
To help keep me as a potential future customer, I would like the following:
The courtesy of a response by mail.
At the very least I would like a response from your company regarding this incident. Thank you for your time.