Sprint PCS Complaint - Terrible Customer Service and Billing
Resolution Update on 02/25/2008:
I am assuming the issue is now resolved. They have credited the account back the $400 that they charged for the supposedly lost phone which left the account with a slight credit. Hopefully this will take care of everything and I won't have any future issues with this account. I will be holding on to all of my emails that I have received from them as well as all the copies(changes)of my bill.
ANNAPOLIS, MARYLAND -- I am writing as a very, very disgruntled customer of Sprint. I had been a customer of Sprint for years up until about 3 years ago when I switched to Nextel(which had just merged with sprint so it was basically the same company) only because they had a phone that I wanted. I've always had some ups and downs with the company but I've normally been able to get things resolved in a timely manner up until recently. I was having a lot of issues with the phone I had which was the Nextel i870 and had called sometime in November 2007 to ask when my contract would expire because I was thinking about looking at some other companies. I was told by the customer service representative that it would end in February 2008 so I figured I could wait until then so I wouldn't have to pay the early termination fee. After experiencing serveral more problems with the phone and not being able to use it most of the time, I went into the Sprint store in Annapolis, MD to get the exact date of the expiration of the contract because at that point I really didn't have a reliable phone to use. The customer service representative looked it up and said it wasn't until July 2008. I told her that was incorrect and just left the store. I got into my car and called the Sprint Customer Care number and pressed the option for contract expiration/terminate service. A customer service representative answered and questioned why I wanted to leave the company and if there was anything she could do to keep my business with them. I explained to her that I had the Nextel phone which no longer worked right so I had to get a new phone whether it was with them or if I had to go to another company and that I was not paying the early termination fee or paying the outragous prices of a new phone with them for not being a new customer. She told me if I stayed she would let me get a new phone at the new customer price. So, I decided to switch back to a sprint phone that I saw in the store and liked. The original cost of the phone was $399 but the new customer special they were running was for $99. I was put on hold while she connected a financial representative on the phone with us so I could pay off the remaining balance for the Nextel account which was $104.28 and then we started the process for the new phone which the cost was just added onto my sprint account. This all took place on Friday, January 11, 2008. I received and activated the new phone which was a Palm Centro on Tuesday January 15, 2008. On the morning of January 16th, when I went to make a call I was played a message that said I needed to contact customer care; the service had been interrupted. I called to see what the problem was and was told that I had exceeded my spending limit and had to pay $75.28 to bring it under. I just figured it had something to do with them adding the new phone on the account so I didn't really question it and just paid the money while I was on the phone with them; the service was restored. On January 18, 2008 I went into the Sprint store in Annapolis, MD to add another line onto my existing account. I bought the phone(palm centro) and activated it while I was in the store...this is where all the issues begin! I told the representative I wanted to transer the phone number I alredy had to this new phone. I had a Virgin Mobile pre-pay phone which is also an affiliate of Sprint. I had already called Virgin Mobile's customer service to ask if this could be done and they said yes. The representative at the sprint store wasn't too clear on how to do it so he called customer care and was walked through the process. I bought a couple accessories and prepared to leave the store but before I left out I tried to make a call and the phone wouldn't work. I then asked another representative in the store what the problem was and she said that it can take a couple hours sometimes for the phone to get fully activated and up to 4 hrs for all the services on the phone to work properly. I didn't see a problem with that because when I activated the other one I was told the same thing. I spent about 1-1/2 hrs at the store that night. After two hours had passed the phone was still not working; this would be my firt of MANY, MANY LONG calls to sprint customer service for this particular line. I spent about 3 hrs on the phone with customer service that night trying to get the phone working. Apparently there was a problem with transfering the number so they gave me a temporary number to use in the meantime. I was told that because of all of my trouble for the night the first month of service would be waived for that line. I called the next day to find out the status of the number transfer and was given the run-around. This went on for several days until I finally said just cancel the transfer request and I would just keep the temporary number they had given me. After going through all this I called to make sure they had noted the account about the waived first month bill and to no surprise there was nothing. I went back forth about this until I finally reached someone who just gave me a $60 credit on the bill. Not only had there never been a notation about that but the whole entire service plan was wrong as well. So, she fixed all of that and I asked for some type of confirmation for my records and she sent me an email stating everything. A couple days later I go to check my balance this time on my phone and I see $399. I called to ask what was going on and the service rep said that it was a credit. Now I have no idea of where this credit came from. I figured that was for them to deal with so I left it alone. About 2 weeks later my phone is turned off again this is the 2nd time. I call to find out why and I'm told because the phone has gone past the spending limit but they don't know why because there's a credit on the account. I'm then told I have pending charges on the phone that totalled almost $800...stating something about charges for a lost phone and equipment as well as other charges. To kind of sum this all up, as of today, which is February 17th, I'm still battling over this. During this time I have spent numerous hours on the phone and even in the store trying to get this resolved. My phone line as been turned off 5 times and the other line once. That's 6 times we've had service interruption in ONE MONTH! Just to really give you another example of all the headache and drama I've had; just today which again is Feb. 17th in between talking to the service rep on the phone trying to once again figure out what the problem is I've been online monitoring my account and it has gone from me owing $377.47 to $227.47 to $77.47 and the last time I checked it it said that Sprint now owes me $22.53. I also received another confirmation email from sprint saying they have credited my account $400 which would have been the cost of the lost phone/equipment that should have never been there. Yet, I have also once again received a text message on my phone saying I'm approaching my spending limit and need to make a payment, so I'm guessing tomorrow my service will be interrupted again! Now does this make any since??? All I want to be able to do is use my phone like any other normal person and pay my monthly bill without any hassle. After all this it would have been worth just paying the early termination fee and being rid of sprint!