Sprint Complaint - Watch out for your Billings on Sprint Long Distance
SEATTLE, WASHINGTON -- I've had Sprint Long Distance for a year now and the last 4 months have been HORRIFIC with their billing. It has stressed me out, given me headaches, and a total waste of time trying
to resolve. And it is interesting to read how some other people have experienced the same,
so at least I know I am not alone, but disturbing to know what I go thru is so frequent
Here is my story. I signed up for Sprint LD because they had some special where if you are
with their Sprint PCS plan you get 50 min free long distance. So I signed up at SprintPCS
with all my information. I lived with my parents at the time, so I put this long distance
on their home phone, and my payment option was charge direct to my credit card.
In Oct. I noticed my bill was almost $40 for long distance alone. Turned out my dad had
called to Canada, but I clearly remember asking Sprint how much a call to Canada would be
and they said .10 cents a minute so the $40 did not add up. I called Sprint and the Rep
said a mistake was made, it is .10 cents a minute so she would credit me $25.27.
Come next month I find that my credit card is charged/debited an additional $25.27 rather
than credited! So I called Sprint and I can't even begin to count how many people I talked
to or was put on hold as I got passed around. No one seemed to know what the heck they were
doing. So I finally spoke with a supervisor who could not explain why I was charged an
additional $25.27 on my card when they owed me that amount! So after looking she says..
well the original Rep was wrong and calls to Canada are $1+ a minute! It was an outrageous
rate!! So I just felt like whatever... just clear up this extra charge you gave me now and
leave it as it is. So she told me ok she would fix that additional charge they just tacked
on my card. I went on to dispute this charge with my credit card copmany, and they told me
after clearing with Sprint, this charge was disputed in my favor. After all this, I decided
to cancel my account in November 2003.
Come February 2004, I noticed a .39 cent charge on my credit card from Sprint again and I
thought it was odd since the account was closed and canceled and confirmed. I go online to
look at this account, and in January they once again tacked on the $25.27 charge to my
account for no good reason and the .39 cent was a late fee!! A late fee? A late fee for
what?? It did not make sense at all. It was like a bad wart that would not go away. So I
call Sprint. The customer service guy was sooo rude, asking me all these irrelevant
questions and could not provide me any answer as to why I was being charged $25.27 for no
good reason. Finally he says, it's an error and he would fix it.
For some gut reason I did not believe him and called Sprint again. This time I got some
lady on the phone who had NO IDEA what to do and put me on hold for 20 min. to forward me to
her manager, who also had NO IDEA what to do, who then put me on hold for another 15 min. to
forward me to accounts receivable. Accounts receivable then tells me they have nothing to
do with this, and Customer Service is doing the charge. But this lady tried to help me,
although she had no clue either on what to do. She told me my account was all screwed and
that I needed to stop this credit card payment option, which she said she did for me. Then
she tells me that I have to wait for the next billing cycle to get a paper statement and
then call Customer Service again to dispute the balance I had.
After I hung up I realized that solution will not work because the next billing cycle will
credit my charge card this new balance I owe out of nowhere, and I did not want them
touching my credit card anymore. Plus how do I dispute with Customer Service if they themselves has no clue why I have this unknown balance.
So I call again. This time I got this rude guy on the phone who told me he could not discuss this account with me because it was not under my name?!!! I could not believe this! I've just spoken with Sprint for the last 1.5 hours regarding this account? I set up this account with MY name, SSN and cell phone??!! Apparantley, the bill was under my mother's
name, since the local phone bill is under her name. However, when I log in online to see my
account, my name is on there as clear as day! But for some reason "their" databse did not
show that. So I asked to speak with a supervisor who was just as rude. We basically got into a frustrating screaming match as I told her I have called Sprint numerous times to talk
about this account with no problem and I was the one that setup this account with my info. But nope, she said nowhere does it say that and that I had to have my mother call to discuss this. So I asked her why does my name show up on the online account? And she just kept saying, it's not in our database and that she could not discuss anything further with me and accused me of looking at the wrong account! At this point I was livid.
I hung up and called again and this time got someone to try and help me again. However she
had no clue what to do and once again put me on hold for 15 minutes to get forwarded to
accounts receivable. Almost sounds like I got forwarded to the guy who refused to help me
earlier because the account "suuposedly" was not in my name. I tried to explain what was
going on, but he was extremely rude accusing me of oweing Sprint money and then telling me I
had to tell Customer Service about this and ask them about the charge. I told him Customer
Service was the one who transferred me to them. But he told me there was nothing he could
do and transferred me back to Customer Service.
So I was put on hold for 15 min. again and some lady looked at my account and put me on hold
for 15 min. again. She came back to tell me my account was all screwed (like as if I didn't
know that already) and that everyone previously helping me has made it worse and that her
supervisor is passing it to management center to fix. And that I was lucky I got forwarded
to that center because they were the "fix it" center. So if they are the "fix it" center,
then what the heck is Customer Service? So I left it as that and she told me to call back
in one week to check. She sounded somewhat more convincing but I will not hold my hopes high that this will be resolved.
After wasting 4 hours with them, it is very clear to me that Sprint is incompetent and rude.
Anyone know what else I can do about this incident? Perhaps what else I can do if this does not get fixed still? How we can shut them down?
Everything they have done has just been purely ridiculous and a waste of time.