Complaint Review: Sprint PCS - Nationwide

Sprint has been nothing but a big nightmare.

I switched plans and that is definitely the wrong thing to do during the middle of a billing cycle. I did this because of dropping my land line since I am rarely ever home.

I am on a $125 spending limit and when I switched plans they told me that I will still be under my limit. I checked online a few days before my bill was to come out and noticed that I was billed $161 for the month and it would be due May 4, 2005. I called Sprint to get an explanation of the charges and they said they could NOT give me a breakdown because they didn't have access to this until my billing cycle was over. WHAT? A multi billion dollar company doesn't have technology to track minutes and breakdown of a bill yet they can bill me?

This is where my problems all started as they told me just to pay the bill and my service would be retained. I told them that I wasn't going to pay a bill that was unjust and unfair. Mind you everytime I called I got a different balance as they could not get their stories straight. I was then told I would have to wait until my service was disconnected to find out the breakdown of the bill. What? I am confused as this makes no sense. What until an interruption in service to find out the breakdown of my bill? Especially since I use my phone for business. O yeah that makes my company look reputable.

I then waited until my bill was due even though it isn't due for a month as they always bill a month in advance. They shut my service off yesterday April 11, 2005. I called numerous times and they still couldn't give me a breakdown of the bill. It gets even better though.

The first time I called I got a representative who spoke very little English. She said she couldn't help me but would transfer me over to Customer Care because I was in the collections department. I said ok. She then transferred me to the Spanish department because the only language spoken was Spanish. I know some Spanish but not enough to get me by.

I called back and asked to speak and after talking with a lady obviously getting nowhere I asked to speak with a Supervisor. I then got Rose in which she tried to explain the bill to me but it was all a foreign language which they do on purpose to confuse you and frustrate you. She told me there was nothing I could do except pay $100 to get my service restored which I knew I was overbilled but she couldn't see it.

I called back later during the day and talked with Nadine who was the rudest person I ever talked to in my life and was no help whatsoever after wasting an hour of my time from a half hour lunch break.

I got off work and called again and talked with Dana who was very helpful and looked at my bill and realized that I was charged for my old plan twice for the month of March. Thank You Dana for noticing what others didn't. She told me that she would correct this and that she would also give me a credit to put me under my $125 spending limit. The conversation was almost over when the signal was lost. I called back and spoke with Miguel and he confirmed what Dana had told me and said my service would be restored within 4 hours.

13 hours later and my phone still wasn't restored. I called Sprint back again only to lose my signal again during the transfer to Customer Care since Collections can't handle it. That is beyond my belief. I called back from my cell phone like I always do and got the Jamaican call center in which they told me that they couldn't transfer me to Customer Care from that call center. I called again and reached the same call center. Called a third time and reached the same one. Had to call a toll free number from another cell or land line so used a friends cell which Cricket is the provider.

Talked to Vaceia (yes this is her real name) and she also was no help. I then talked to a Carlos who told me for all the trouble he was going to credit my account $100 and I would have my service restored. In about 10 minutes my phone was restored. Thanks Carlos but to Rose, Vicky, Nadine and all the others that couldn't see that I got double billed you need to be fired immediately. I am also going to bill Sprint for the hours of my time that was lost talking to them and the potential revenue lost from an important conference call I was suppose to have yesterday with some potential investors of my business for seed capital. This far exceeds the $100 blunder they made and the customer service of telling me to just wait until my cell phone is turned off to get a breakdown of my bill.

Sprint Sucks and I am looking for a new provider as we speak have been told that Cingular is good. Any suggestions out there?

Thanks,

Very Dissatisfied Sprint PCS Customer

Richard

Phoenix, Arizona
U.S.A.

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