Since Sprint has changed over to EMBARK ~ There has been a constant problem every month with my billing. Overcharges with no explanation OR Inadequate Customer Service unable to Explain charges OR TELLS LIES, every Customer Service REP tells something different.
To begin with, I pay this bill ONLINE through THEIR website, 3 months ago, and about the same time EMBARK took over, when I received the 1st bill, there was an slight increase, when questioned the CS rep could not find the reason why and I was told that he would issue a credit. The following month when the bill was received, the credit was not issued, therefore causing an incomplete prior payment received and a late fee of $5.00 was added on.
When I questioned this, I was told, there was an increase in service and taxes, so no credit should have been promised, because the payment was short, a late fee was added, after explaining in depth, the late fee was credited. Then on the 3rd month of billing, I almost had a HEART Attack when I got this bill, what started as a small bill, IS NOW a HUGH bill with all Kinds of fee's, late fee's, added fee's, tax increases, service increases, etc. Etc.
I have paid this bill online every month for OVER a year, nothing has changed on my end. ALL of a sudden, EMBARK CS Rep is telling me that the payment came back NSF & a $25.00 was added, in addition to a $5.00 late fee again. NSF?
There is always money in the account. The bill is paid online. How can there be a NSF? WOW... After over an hour and 4 CS Reps later. (which BTW, AMANDA in accounting is extremely RUDE and REFUSED to put her supervisor on the phone with me, she also said she would note on the account that NO MORE CREDITS would be given regardless of the reason, when it WAS their FAULT to begin with.)
I was told, & keep in mind by 4 different reps, the following, yes, there is Life line on the Account... NO there isn't Life Line on the account, Yes, late fee's would be credited, No Late fee's would not be credited given, No NSF charges can be removed, it was not their fault, IT WAS my fault because I paid ONLINE and they can not verify the payment information.
What started as a $9.00 bill is NOW a $48.00 bill, I can not get them to understand is has been overflowing month to month because of their CS REP Inadequate Training or Knowledge, I was told one thing and promised a credit, when IN fact it did not happen. They claim they can NOT verify a ONLINE payment. Therefore is must BE MY FAULT, maybe the wrong information. Or account # was entered. WOW! NOW that is costing me $ 25.00 so far with late fee's and NSF fee which has added up to $35.00 of this bill IS THEIR FAULT. BUT LET'S NOT ADMIT to EMBARKS ERROR, let's inconvenience the CUSTOMER and make them pay, since WE the customer have NO choice in the matter. Time to Get rid of the LAND LINE.
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