Tuesday, October 23, 2007

My #1 Love/Hate Relationship

Short version: My Sprint cell phone bill arrived, and I knew it was too much. It took me about 30 minutes to get online, log into Sprint.com, access my bill, find where I was wrongly charged and print the pages I would need for my phone call to Sprint.

My phone call lasted for 47 minutes. During this time, I was told that I added Vision service to two lines (not true), that I had Sprint TV on my phone (my phone is not capable of this) and I could not get credit for their $55 mistake. I argued politely and asked for a supervisor. I never got the supervisor, but my issues were supposedly fixed and I was issued at $55 credit, but it would not take effect until my next billing cycle. In other words, Sprint said, "We over charged you $55 which we will reimburse you next month. If you do not go ahead and pay the extra $55 this month, you will be charge a late fee for not paying all of your bill."

Happy to have my refund by not happy that I had wasted all of this time and that my refund was not immediate, I emailed Sprint. Here is the dialog.

Question: I would like a call from a supervisor at the wireless number listed below. I was over-charged on my bill by $54.99. It took me 30 minutes of going through my bill to find where I was over-charged and then another47 minutes on the phone to get the issue resolved. The customer service rep. was very polite and did fix the problems, including issuing me a credit
for the amount I was wrongly charged. I appreciate this help, but I am still frustrated that I was charged for services I never requested nor authorized. It not only wasted an hour and a half of my time, but I still have to pay the $54.99 this month because the credits will not be applied until my next bill. I would like to know why these problems happened and how I can be assured this will not happen again. Thank you. {Note to blog reader: I had to enter my Sprint cell phone number, my name, address and email address in the form when I sent this email.}

Sprint Reply #1
Dear Rob Hurt,

Thank you for contacting Sprint. I will be glad to assist you.

Sprint is committed to protecting customer privacy and security. Therefore, in order to provide account information, we need you to confirm the following:

a. The Account holder PCS Phone Number
b. The Account Holder email address of record
c. The Account Holder Mailing Address

Please reply to this email with the requested information and we will be happy to provide you the requested information.

Thank you for contacting us, and we look forward to serving you.

Tyler V.
Business E-Care
"Where our customers come first!"

My Reply #1
a. (I gave them my cell number, again)
b. (I gave them my email address again)
c. (I gave them my address again)

I had to fill out all of this information when I sent the original email you are responding to here, but I appreciate your initiating follow-up.

Sprint Reply #2
Dear Rob Hurt,

Thank you for providing me the details.

Rob, I would like to suggest you to write back to this email with the page number of your invoice, on which the charges are incorrect so that I can assist you in the best possible way.

We value your business and always look forward to the opportunity to provide you excellent service now and in the future. Thank you and have a great day!

Albert J.
Business E-Care
"Where our customers come first!"

My Reply #2
This is why I asked for a CALL from a supervisor. Two emails from two different people. I was hoping there was a PERSON would be willing to speak with me instead of a DEPARTMENT. If somebody had simply called, as I had asked, it would not take 5 emails back and forth to get to my issue.

I already called, a representative credited back what I was wrongfully charged. I asked to speak to a supervisor when I was on the phone and was told one was not available. So I emailed and asked for a supervisor to call.

Rob Hurt

Sprint Reply #3
Dear Rob Hurt,

Thank you for your reply.

Rob, I understand that it has been really inconveniencing for you due to all these. Let me inform you that if you write back to this email with the invoice period so that I can resolve the issue in the single interaction. However, if you do not wish to resolve the issue with email interaction, I can arrange the callback for you.

Thank you for contacting Sprint, we were happy to assist you. Please feel free to write back if you have any other questions. Have a great day!

Albert J.
Business E-Care
"Where our customers come first!"

Geesh! How many times do I have to ask for the call back?

1 comment:

Anonymous said...

I have had similar issues in the past. At one point I switched to unlimited data and they cancelled my unlimited texting. A month later I recieved a bill that included a $.10 charge for every single one of my over 2,000 text messages.

I have been angry for a while because I was not as lucky as you and had to pay the stupid bill without a credit. One thing I found recently and it seems like it may be of interest to people reading this blog is a site (www.myvalidas.com) that specializes in streamlining the billing process by auditing the bill electronically, recomending savings, and identifying false charges. When I switched to a new iPhone about 3 months ago they saved me $50 a month after my first bill.

I would definitely recomend www.myvalidas.com to anyone with biling issues.