Sprint PCS Complaint - Nightmare - the Worst by Far in Customer Service & Billing - Why This Is Not Considered Theft I Do Not Know?
KANSAS CITY, MISSOURI -- I made the unfortunate mistake of doing business with this provider. Who knows you might be the customer they keep telling me about .......that are so happy with their services?! I am obviously not one of them!
And according to them, I am all alone out here! So odds are that this will not happen to you! The Phone is awesome I loved it! It’s just I believe the provider cannot seem to get off the,... proverbial "smoking" pipe.
Just a bit of my documented, logged experience.
You happily decide this provider will be the best and least expensive provider for your needs. You order phones, a plan and pay for it on the spot. The only thing left is that you pay your monthly bill. They give you a receipt for payment in full charged to your bank account. But what actually happens is that they record an undercharge your bank account in their books (by their own mis-billing) then bill you again for the same exact amount their own receipt shows you paid. As if it never happened! When you protest? They shut your phone off for non-payment a few days after you get the phone.
When you contact them to find out what in the world is going on - be prepared to possibly be transferred many times, and at least a few times during those transfers you should be aware your call might get dropped because ironically, they have phone troubles. At least that was what they told me. And you might not have to worry about getting actual names, unless you are logging information, because there is no way to speak with the same person twice! You might be given different numbers to different locations I accumulated about 10. You might be spoken very rudely too, condescending and argumentative. To be fair you might be spoken nicely too and told, "I just have to work here to pay my bills, I have no clue why they do what they do here. What a mess - I am so sorry for this." But this was a rare occurrence for my experience. Be prepared to spend a minimum of 1-2 hours following along with this song and dance each time you call. I have logged 6 hours with three telephone sessions. I will call them sessions because I had to make numerous telephone recalls due to their hang-ups, or inability to transfer me. I would say it is an average of 12 transfers per session. Remember a session was an average of 1 1/2 or 2 hours of my time. You might be promised a call back when they realize it is THEIR billing error, but you might never get that call. That happened to me twice. And of course you might have to call them back to see where they are at in figuring out their mess - only to find there are “no notes” on the account and have to start the whole rigorous process again….
Oh, and don't expect to get any real answers, I did not get anywhere for three months but a bonus to this you get to hear allot of music, --sometimes. I would suggest if this does happen to you that you might just record your problem on audio and just replay it so as to not loose your voice in this ritual. Because of course, you have to tell your story over and over and over again. Oh, if this does happen? Keep the numbers on memory speed dial, so you don't develop carpal tunnel syndrome or something.
Also, don't even think about telling them a general statement to hurry matters along when they ask if they can help you, and you have already been told numerous times that their department cannot - like:
“I paid, you gave me a receipt, yet you are billing me for this again and turned my phones off because of it, and the last CSR said your department cannot help me it is in collections now, and collections says it is a Customer Service issue they cannot help me either, So whom can I speak with that CAN help?”.
Because it won't work, you might have to go through your whole story thoroughly in detail with all specifics each time because no one seems to be able to tell if they can handle your call until you do. And for goodness sakes don't let them know you are becoming frustrated, that is the best way to get hung up on! You have to be dripping sweet and nice and hand-hold them all the way though the whole grueling experience. Don’t you dare get angry or upset at this treatment for they might think you to be difficult and it does get worse, even when you think it cannot! And whatever you do, don't dare to speak with a manager, at best you will get a supervisors voice mail, that automatically hangs up on you! They seem to like "control", Yeah, control by confusion... I tell you, when you have to call them - plan to brown bag it! Your time means nothing to them.
And don't think for one minute that they do not have a history of all these phone calls, transfers, dropped calls etc....and the time you have invested in figuring out their problems -they do. Knowing full well this drama of an ordeal you have been through! One CSR took a look at the record of the count of times in three months I tried to contact them on my account, apparently it logs each time your account is accessed by their system, either a rep or automated. After a second of dead silence, his response was "Oh my God!" After many apologies, and sending me to the Mis-billings Department (imagine that?) He had no clue why this did not happen sooner? He said "They should have sent you there in the beginning!" Three months of this! (I would have assumed his guess, as an employee would be better than mine? Scary right?) I thought for sure this is one employee of the company that knows how to do their job. A literal oasis in the desert of elevator music, dead silence, or dial tone for that matter.......
But NO.....when they transfer you to the right people, the Mis-billings department, (which truly amazes me that they have such a department?? What is that?...? like a self admission that they are incapable? So I guess that I must assume their internal errors are acceptable in their eyes. Just how do you set up a mis-billing department and why? I mean I can see the planning meeting there now....."Hmmm.. Well we will have customer service, collections, and for all the screw-ups we will need a whole department to handle those issues what do you think? We will call it Mis-Billings Department - Good Grief! )
They tell you even though it was their billing error, you will still have to pay the monthly fees, and late fees and uphold your contract for two years or pay to get out of it. Because you refused to pay the amount in duplicate from the beginning as they requested ----while they figured out the problem was theirs in the first place. So if it was their fault, they can pay you back on their own time...On your dime, with no interest! Clever eh? Even though you have a genuine receipt from them that you already did so.
Now, that total is at the tune of additional $598 after already giving them $290 (receipt) to start this service, to have it for less than a month?
Fat chance they will get another penny from me at this point.
Meanwhile, by then the collection department of the provider keeps calling you while you are still working with the Mis-billings department then you should expect during this same time that they might turn you over to a collection agency (within 60 days) that might try to tell you (taped) that they can call you as many times a day, week, month, etc... until you (as a deadbeat person whom does not pay your bills) pay them the total amount you owe them. They don’t care either if the providers collection department is calling or if you are still negotiating with the mis-billlings department. According to them -They are immune to the THE FAIR DEBT COLLECTION PRACTICES ACT. They can do whatever they want to collect a debt. Oh and if they call you twice a day or more and speak with you...they can blame it on a auto dialer..
And you should fully expect all of this to happen within a three month time frame.
Meanwhile I keep trying to pass them my reality pipe, it seems they don't want it - I believe they want to hold on to whatever they are already smoking. But of course when you live in untouchable land.....why change?
The attorney advised me to take them to small claims, turn them in to the States Attorney General or pay them off to leave me alone. The last time someone contacted the AG regarding this provider they apparently had been popped for "padding their revenues" by class action. Over billing their customers and taking a marked amount of time to pay them back. Apparently numerous complaints but for some reason they continue to operate and grow larger. You could of course investigate these allegations via the net. Must be a sign of the future for our children. I find enamoring this thought to be quite sad. He said that he would have to charge me an hourly rate at the tune of $200 an hour! It would get quite expensive and not worth it - based on his experience with the hours of "elevator-music-dancing" he himself has had with them…he suggested another service…. I have obliged! I don't need this headache!
If I billed them for my time, I believe they would owe me? Hmm... Nonetheless, I am tired, and I simply do not have the time of day to sit around for hours haggling over something so blatantly obvious so....
But wait, theres more….I also have the unfortunate experience of having Sprint as a local service. We just wont even go into the 3 year drama there….you can only imagine…..
But I should have known this would happen, the first bill included a fee for someone to come out and run a line to my home, that did not happen. When I called, they admitted this was an error, but that I should pay it, because it could take three months to reflect on my account, and meanwhile if I don't I could be disconnected for a past due balance...
There is simply no logic, or integrity now a days.
I am truly scared for my childrens future in this world – Big Business is getting away with way too much, too much control over our lives.
If anyone decides to gather together on this type of deal…..let me know!