Sprint PCS Complaint - Check your bills! - billing
RICHMOND, VIRGINIA -- In January 2006, I was offered a free cell phone for a "free third line" on my Sprint PCS family plan. I accepted this offer, and since then I have lost hundreds of dollars in billing errors, and have spent hours trying to get that money back.
In September 2006, I noticed an unusually large bill (over $200) and looked over the details. I realized my third line was being charged 10 cents a minute for EVERY anytime minute used, rather than being included in the 800 anytime minutes provided by the plan. I looked at my past bills and realized that the same thing had happened on all the bills since I added the phone.
I called customer service prepared to explain the mistake and go over the bills to get the money back. I first spoke with a woman who kept repeating in broken English that my plan included 800 anytime minutes, I used 236 anytime minutes and used an additional 500 anytime minutes for which I was charged. That was the same information sitting in front of me on my bill! I tried to get her to do the math- she didn't seem to think anything was wrong, so I gave up with her and called again later.
The second representative was considerably more receptive to my problems, and after about ten minutes of me explaining and her looking through the bill, she agreed to refund the $50 I had been overcharged on that bill. She said my plan had been set up incorrectly and promised she would have "them" do a study to correct the problem. I thanked her and asked her to look at the previous bills since the same mistake had been made on them. She said she wasn't able to go back to bills that had already been paid. She gave me a number to what she said was a "high end" customer service center.
I called the number. I was eventually returned to the same customer service representatives I had just spoken to. The new representative told me if I felt I had been unjustly charged on my former bills, I could petition in writing the charges I thought were unfair and send the bills to prove it. I asked the address to which I should send my petition, and he said he didn't know, but he would take my number and have his supervisor call me. That never happened.
I gathered the bills and wrote an explanation of what was wrong with each, which took a considerable amount of time. The next month, I received my bill with the same mistakes and went through the same lengthy explanation. I was finally given an address to send my petition to. I sent it.
It is now February, 2007. My bills are still incorrect. Every month I make two or more phone calls to get my money back and receive an empty promise that my plan will be corrected and next month's bill will not have the same mistakes. I have not received any response to my written querry, and am slowly giving up hope that I will ever see any of that money again. I would like to cancel my service with Sprint, but I am told I would have to pay the cancelation fee even though I go through this every month.
I caution you to check your Sprint bills before paying them! After they get their money, they couldn't care less about their billing errors. I have been a Sprint customer for five years and am infuriated that they care so little about customer satisfaction. If anyone has any suggestions or has been through this before, I would appreciate your comments.