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Sprint PCS Complaint - Theft by Billing - Cellular Billing
Cellular Billing - Complaint
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 this data service, and had to give up in
frustration.
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.
__________
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 this data service, and had to give up in
frustration.
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.
Comments:
Posted by chemman on 2007-06-13:
Make sure you keep records of when/who you talked to and watch for that credit because I dealt with Sprint for over 4 months trying to get my money they owed me. They always claimed a check had been mailed (I didn't get a credit because by this point I had canceled my service with them). When I didn't get the check I'd call and surprise, they'd have no record of it. The only way I was finally able to get my money was to file a complaint with the BBB online and give them all the details. Right after that, I got my check!
Posted by warddw1526 on 2007-06-13:
You are upset becuase in the call centre, they did not believe that you did not ask for the data package. I am assuming that Sprint's computer system is similar to T-Mobile where I worked. If information was changed at a dealer store, the only thing an agent in the call centre would see, is that the plan was changed. No notes saying what was changed, just the change.
The dealer store should issue the credit as it is there mistake. And it is not THEFT, as you said, they fixed the problem and gave you your money back.
Now why should you be allowed to get out of the contract. If the problem was fixed (the extra plan was removed, and you were credited back the extra charges), they owe you nothing other than the service you pay for.
The dealer store should issue the credit as it is there mistake. And it is not THEFT, as you said, they fixed the problem and gave you your money back.
Now why should you be allowed to get out of the contract. If the problem was fixed (the extra plan was removed, and you were credited back the extra charges), they owe you nothing other than the service you pay for.
Posted by rhondam718732 on 2007-06-13:
I disagree warddw1526. Cell companies pull this crap all the time, changing plans, tacking on charges that weren't ordered or charging for things that should be covered. The customer is not altering the computer so the company needs to take responsibility and handle their screw ups in a timely professional manner. For this person to have to take 3 hours and a trip to the store to resolve the problem is ridiculous. It's not rocket science. Customers should have recourse when a company they contract with starts billing them hap-hazardly and wasting their time.
Posted by Extended Warranty on 2007-06-13:
I had this same issue. Although I emailed Sprint (I NEVER call, what a difficult waste of time calling is), and it got resolved. Sprint always has resolved my issues.
They also added on the protection and maybe something else.
The power vision was free for 30 days and you have to cancel. It seems as if it was the incompetence of the rep who sold it to you for not telling you about that.
Take them to court for it. I'm sure you'll win because you obviously read over everything (rollseyes)
They also added on the protection and maybe something else.
The power vision was free for 30 days and you have to cancel. It seems as if it was the incompetence of the rep who sold it to you for not telling you about that.
Take them to court for it. I'm sure you'll win because you obviously read over everything (rollseyes)
Posted by jaykay on 2007-06-18:
Don't recommend sprint to your worst enemy. I have had to call every month to get the billing straightened out as they pad the bill all the time. I was to have free texting for 24 months, no roaming charges, free nights and weekends, free nation wide calling and unlimited mobile to mobile. I thought I had gotten it straight a month ago but WRONG. Now they say that the phone is out of their service area so I will get no perks and have to pay roaming on all calls and texting. They change the rules and the program you have as the months go on. STAY AWAY FROM SPRINT AND NEXTEL. They are crooked in their dealings.
Posted by sprintsworstnitemare on 2007-06-26:
I totally agree with this review. Sprint did the same thing to me, but I only added 1 line to get a family plan, they gave me a 3rd line then took back the free phone deal and charged me full price. I hate sprint!
Posted by kds on 2007-07-02:
Hey, at least you got to speak to a live person! The recording just told me they were too busy and then hung up on me. After 2 months I just stopped paying the bill.
Posted by Mapps on 2007-10-17:
I get pretty good coverage with my T-mobile, I use to have sprint had them for 4 years and went with T-mobile, they are starting to make me mad so I think im gonna give Verizon a try.
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