I requested an upgrade in my service to incurease my "day" minutes. I am a single mother traveling through the desert for several days. I attempted to contact Sprint PCS through my cell phone 3 times but eventually got through (at the expense of using my last minutes up and had to pay for the time on hold with Sprint PCS). I finally was helped... By an automated service which changed my plan and confirmed my upgrade would be effective THAT day.
The following day my phone was turned off right in the middle of the desert and I was not able to talk to anyone, only the automated service which requested I make a payment because I had gone over my "day" minutes. Consequently, I never got to talk with a person, no option on the telephone allowed me to inquire as to my plan upgrade and therefore, I had to make 2 payments before I could speak with anyone. All the while I was supposed to have an additional 600 minutes so I would not incurr any increased fees.
The end of the story goes like this... I attempted contact with Sprint to discuss the upgrade, I was hung up on, placed on hold for more than 25 minutes, hung up on again, told too bad and I encurred an additional $287 for those extra minutes that were supposed to be covered under my new plan.
I also email my complaint to Sprint and they simple responded with a 2 line message..."uh your plan was not effective until the next billing cycle" Not true, the automdated feature stated, "you plan will go into effect as of TODAY. I would never have increased my plan if it didn't begin when I needed it, now I am tied into a year of the upgraded plan and I paid for 600 minutes.
No "person has called me back" and they just don't care. They are big... There are more customers in the sea and they don't have to talk to you anywayt. Signed still waiting in Huntington beach for a credit or even a person on the phone.
Lana
Huntington Beach, California
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