Sprint PCS Informative - Wrong plan for me - Right price for Sprint
NEW YORK, NEW YORK -- Sprint
2001 Edmund Halley Drive
Reston, VA 20191
New York, NY 10014-1700
To Whom It May Concern:
On March 8, 2006, I had the following problem with your wireless service. My phone was shut off because I was over the credit limit set for my account (why the money was automatically taken from my account is beyond me). While this sounds like a personal problem it wasn’t. When I signed up for the plan back in July I signed up for 700 or 800 minutes but within two months or less I realized my mistake and called customer service requesting a lower limit on minutes. At the time of speaking to the representative she and I joked about the fact that if I did go over my limit I would only have to pay an additional $5 for every 50 minutes I went over my plan. While on hold for 8-10 minutes (which is standard for Sprint) I do remember hearing the message that the call was being recorded for quality assurance so I thought nothing of double checking on my account, because after all the call was being recorded so why would the rep make an error?
That same morning I received word that my father had passed away and I began to make calls to my siblings to offer comfort etc., When my phone was cut off on that same afternoon I didn’t think anything of it. I just paid the bill. (If you will look at my account I set up direct withdrawal to keep me from having to write checks, etc. but most of the time the direct withdrawal doesn’t work, and instead I am forced to spend 20 minutes of my time on hold while I speak to a representative who can take my payment) and continued to call my siblings within the USA. Less than 24 hours (March 9) later my phone was cut off again for going over the limit. When I called customer service not one of your representatives could help me solve the problem. I explained for over two hours that the plan that I initially believed I was on was the $5 for 50 minutes increment, however, not one person I spoke to that day helped. Even after explaining that 1) I rarely look at my bills because they average the same amount every month 2) I rarely use more than the allotted 500 minutes per month so how would I know what the name of plan was or even why it was named that 3) I took the woman’s word (your representative) that the $5/50minute increment plan was what I signed up for so why would I question it and the bigger question is how could I prove it when I’ve never gone over my allotted minutes?
Its clear that my bill is paid every month on time, and it’s even clearer that I rarely go over the allotted minutes, so why was it so unclear that not one of your representatives, couldn’t adjust my account accordingly? What I expected from your representatives was to be placed on the plan that I initially was told I was on, instead I got an extra free 30 minutes to last me through the weekend. Unacceptable.
It wasn’t until Friday night that I finally spoke to someone in Idaho (Tracy) who actually listened and then helped. Why it took 5 representative 3 hours to do nothing more than let me stew in the death of my father and the loss of communication with my sisters while I begged for some clarification on why my plan wasn’t changed months and months ago when I reduced my initial minutes was beyond me.
I believe that Sprint should remedy this in the following way:
• My invoices should be adjusted retroactively to reflect that the plan ($5 for 50 minutes or Fair and Flexible [I believe its called]) I was told I was on, in August 2005, is in fact the plan I am on and have been on.
• I also would like your company to waive the early termination fee and allow me to find a carrier who I feel does more than spout sentiments that customers want to hear.
• I want a formal apology from Sprint for making such a terrible mistake and not correcting it immediately. I find it reprehensible that an organization as large as Sprint would charge me $.40 per minute without taking into account the fact that the plan I signed up for wasn’t the one I was actually on. I shouldn’t have to over explain that a mistake was made, it was made, it should be corrected and that should be the end of it. As an aside, I have 6 siblings, countless nieces and nephews, my father had 4 sibling and countless cousins, and do you know that out of the 130 people I spoke to at the funeral only 4 of us used Sprint? That speaks volumes in and of it self.
Thank you and I look forward to hearing your response.