Sprint Complaint - $1,700 Bill For Renewing Contract
LAS VEGAS, NEVADA -- I would like to start this with I blame mostly myself after 4 years and at least 6 horrible experiences with Sprint customer service, billing errors, adding features I had never ordered, only to insist I must have as it would not be on my bill otherwise, etc etc etc.... Finally all my contracts were finally up. Leaving me free to go to another carrier. I have spent too many hours to count literally fighting with these people over the phone. Without fail, every time I always ended up with a new problem. So for weeks I did countless hours of reading reviews on all 4 major phone companies. This left me feeling even more hopeless as all 4 have bad reviews and horror stories. So my husband and I drove to the Sprint store to see exactly what promised incentives they would really stand behind, if we decided to renew. This is my first piece of advice only deal with a main Sprint store and not the little franchise Sprint stores as 1- they have no computer access to your account history 2-Technical support does not consider them Sprint and will not help them at all.
For those of you who live far away I don't know what to tell you as my second piece of advice is and I repeat DO NOT call customer support or billing as this is where all my problems have stemmed from, not once, not twice, every single time I dealt with them, I even made one swear that this was it, this would really be my bill, please promise me, NEW BILL, added features and crazy bill. So, as I said, I better. They offered quite a lot of incentives at the main store so being very leery we bought 2 instincts and resigned. I also have 2 other lines for my parents which adding the instincts those 2 other lines went up 40 dollars as they can not separate the plan: ie email, internet, etc. After we bought the instincts my internet would not come up at all.
We called customer service to see if they could tell us why, especially since I am the primary phone on the account. Well, they corrected the problem and in the mean time added a seasonal plan to my three other phones which meant they were no longer on my family plan and this caused all three phones to be charger 75 cents a minute for every call placed or received, Sprint or not. Anytime minutes as well. When I received my first bill due to the fact that I had already paid my bill and I had 280 dollars in incentives I should have had a negative balance well into three hundred dollars. Instead I received almost a 1,800 dollar bill. I used to get so upset, outraged, hours spent dealing with customer service to resolve billing problems beyond my control. I sat looking at the bill NUMB. The last thing I was going to do was pick up the phone and try to resolve it. I drove to the main Sprint store and believe me when I tell you they have records of every exchange, problem, any contact at all. They know who you dealt with even on the phone.
Do not let them tell you otherwise. Well, a hour and a half later they finally found the problem and as of today my account is supposed to be credited almost 1,800 dollars. I kid you not he would not print this in writing for me so I insisted in going behind the counter and looking at his computer screen with my own two eyes. I left telling him I still didn't believe it was resolved as I have 0 confidence in Sprint and that it was in no way meant as a reflection upon him. I told him I hoped I never had to see him again but would be back today and every day there after if it is not resolved. Be cautious as in previous reviews Iv'e read where Sprint made billing errors and the person(s) had to pay for the mistake and wait to be credited or the phones would be turned off, and it would show up as a default in payment and eventually end up on your credit report. That was all I could think about for that hour and a half.
Remember to always keep everything you can possibly obtain in writing and do every thing in person and never ever over the phone. Through my research I did find two #'s to call if your unfortunate as not to live close to a main Sprint store, Sprint executive regulatory offices 1-877 875-7505 and also not really a number but if you have to call customer service DEMAND to speak with customer retention. They won't want to turn it over either so be insistent. I will never sign with them again and if I've helped even one person good for you. I mean really after 4 years even my first name on the account has been wrong, not misspelled, wrong. they couldn't change my address when I moved, They must be on commission on the phone lines, make no changes of any kind over the phone. Good luck