Reason for Complaint
Problems with my bill Account not set up correctly
Requested changes to plan not made as promised by customer service representative
Unfair billing policies
Rebate not as promised
Problems with communication/misrepresentation By customer service representative at 800 number or online
Problems with termination or cancellation of services Service not terminated as requested
Problems gaining access to customer service Hard to reach (long hold times) Bounced from agent to agent
Problems with quality of customer service Rude representatives
Inadequate compromise offered
Conflicting information given by different representatives
No callback as promised
Refusal to call a supervisor
Agent unable or unauthorized to help in my situation
Repeated failure to rectify
Kept adding charges to bill
Disconnected phone
Narrative Description
At the end of Jan I entered into a 2 year contract with Sprint Wireless. I was charged just over $30.00 for the phone and $125 deposit. After having the phone for 4 (Friday, Saturday, Sunday and Monday) days, sprint shut it off for lack of payment and tried to claim that I owed them over $200. I called the billing department from the phone. The rep I spoke with said that they could not tell me what the charges were for and that I should just pay the money and dispute it later.
I told her that it was unacceptable, and asked for a superviser. The rep said that there were none, and that I could not hold for one. I hung up, called right back and got another rep to put me through one of the other departments to find out what was happening. This dept issued a small credit so the phone could be turned on, and I was told a manager will be calling me back shortly after reviewing my case. I never heard back from the manager so I called that monday (4th day) to cancel the service.
I spoke with several individuals who confirmed that once Sprint recieved the phone I would recieve a refund for the money I had already paid. I shipped the phone back and it was received by them on 2/14/05. On 2/28/05 Sprint took out $192.52 out of my checking account UNAUTHORIZED. When I called customer service I spoke with a manager named Laura who told me that they were authorized to take out that money and I would have to wait for a billing cycle to pass before I could get any refund.
SHe was very rude, unhelpful and lied to me as to why the money was taken from my account. She stated that it was normal because I had set up direct debit of my account. I told her that should have been cancelled when I terminated the service and she said it had. She then transferred me to someone in the refunds department who was finally helpful and promised I should see the money back in my account within the next few days. She also informed me that the direct debit was never cancelled (even at that time) and she had to do it to avoid the same thing happening again.
I have never experienced such awful service from a company. They were able to get away with stealing my money (which as of this complaint still has not been returned (the deposit, phone money or the $192.52 they just took). This was money that would be earning me interest in my checking account, that I now do not have access too. I would like to see Sprint fined and possible legal action taken against them.
Jen
Frederick, Maryland
U.S.A.
0 comments