Complaint Review: Sprint PCS

I want to tell Sprint PCS "Thank you." I want to thank them for their horrible customer service because had they not initiated and provoked me into a confrontation with them I probably would continued to have been their faithfully duped customer. On Monday June 21st, I received a "courtesy call" on my cell phone from a Sprint CSR with an inquiry about my balance of $47.99 which was due on the 13th of June.

Now, I had already mailed my payment off. I instantly became infuriated because not only had I already mailed off my payment but it was only 8 days past the due date. In addition to that, they were wasting my valuable daytime minutes over an issue that did not warrant a "courtesy call." I stated to her, "I cannot believe that you are wasting my minutes for this." And hung up the phone.

I was highly insulted. In my three years of being a sprint customer I have received a "cortesy call." Looking back through my list of incoming calls I noticed that their "courtesy calls" actually began on the 19th. Six days after the due date.

I had been a loyal customer for the past three years. I have never had my service interrupted for non-payment. I have never carried over a balance to the next month. I would rarely call in into customer service to complain about bill.

I do admit that I would occasionally go over the whopping 350 daytime mintues I had to use. Which is was not a whole lot of time. At the end of each call they noted that because I was such a good customer they would offer me a new plan with a whole 400 minutes. However, I knew that if I agreed I would be locked into another yearly contract. So, each time, I politely, declined their offers of a "better plan."

I called them back several mintues later after my anger subsided express my displeasure at their harassment under the guise of a "courtesy call" for a payment that was already mailed and the fact that they were wasting my precious daytime minutes. I was told that the CSR calls make these "courtesy calls" as courtesy to remind customers about their bills.

I told her that my payment had already been sent. She explained to me that sending a payment via mail takes 7-10 days to post. So, she suggested that I could make the payment of $47.99 over the phone. I reiterated to her that I already mailed in the payment and that I was not going to pay the $47.99 twice. She said that if I had paid over the phone and they received the check the additional $47.99 would be applied to next month's bill. I stated to ther that I was not going to pay for an invoice that I did not recieve yet.

The next day they turned off my service. I was incensed!! I called back and spoke with the collections dept. The CSR, Joyce, told me I had a past due balance of $47.99. I told her I already mailed payment and that it has only been 10 days.

I asked to speak to a manager. She told me that there was no manager there. I asked her, "You mean to tell me in that entire facility. There is not one Manager working?" She promptly transferred me to Gene, employee number GTOW01. I repeated the same story over again. And I was told that I would have to make a credit card payment over the phone to have my service restored. Like a broken record, I repeated that the payment was already sent off and that I was not going to pay for next month's bill without having received an invoice. I asked for the corporate number and Gene intentionally gave me an incorrect toll free number.

I found the corporate number on my own and called the corporate offices. When I spoke the someone in the customer relations dept. She told me that my service was back on.

I thanked her for assistance. When I got off the phone I immediately got in my car and headed straight to T-Mobile and switched over my service.

Thank you Sprint you started it with your "courtesy call" And I ended it with T-Mobile. It will be interesting to see my final bill.

Lisa
Atlanta, Georgia
U.S.A.

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