Sprint - Nextel ripoff, incorrect information, different balances, horrible and rude customer service Dallas Texas

I sure hate to hear what you and your wife have gone through. I will keep this posting short, but I find it interesting that Spring doesn't include the detailed charges in their bill anymore.

Now, I am a moderate environmentalist so I appreciate that they are saving paper by not printing 9 pages worth of a bill for each customer. HOWEVER, I have realized that Sprint erroneously charges me anywhere from $15 to $25 TOO MUCH every single month. I've had Sprint for 2 years and I can honestly say that I have never once had a bill that is correct.

My trick? I print my bill out each month and go over it with a fine-tooth comb. It's a terrible inconvenience and it's not fair, but it has to be done. The billing process and cycle for Sprint is ERROR-RIDDEN and they make a KILLLING of these small errors each month off of millions of people.

At one point, the free mobile-to-mobile between my husband, my best friend, and I was not registering. I spent 3 hours INSIDE the SPRINT STORE with the manager, going over my bill, highlighting the mistakes. By the end of the day, they ended up overcharging me $485 in a span of 4 months! It was a sad state, and I felt like they owed me some pay for the time and effort I put in to doing THEIR job. But it had to be done.

Two months ago, AGAIN I WANT TO REITERATE THAT I HAVE BEEN WITH SPRINT FOR TWO YEARS, my husband bought a new Sprint phone in the store just to replace his old one. Sprint turned our phones off, both of them, wihtin 24 hours for going over the $250 limit. I called and they said they charged us $150 cancellation fee - HUH? And $50 reactivation fee - HUH? Just because my husband bought a new phone and had his number activated to that new handset - really that's all it was was a newer phone - same number, same service, same account - the Sprint idiots were sent into a tailspin of confusion. They got our phones back on and credited the $200, but my lord it was a debacle.

Sprint currently has a class action lawsuit against them for deceptive trade practices for having so many dropped calls, which you are usually FORCED to call the party you were disconnected from back and they get to charge you for the reconnect call fee. It's so sad. Lots of dropped calls and LOTS of billing fraud.

Good luck! Stay on top of them and remember that you are in control of your bill. Check it often and check it closely.

Jeremy,

First of all, let me say that I have seen the problems that you are having before and they can easily be fixed. The trick (even for those of us that sell and maintain Sprint accounts for our customers) lies in getting your problem to the right person who knows what they are doing.

I did not read your first letter, but let me say from what it sounds like, some of your lines are on the wrong plan code in the system. You will need some help from someone in a direct sell or agent relationship with Sprint. It sounds like you have good people down at your local RadioShack, and I would gather up as many bills as you have and go there.

Have your agent get on the phone with the third party hotline. (They will know this number) Have them go over your rate plan and make sure you have one primary number and three attached numbers with the appropriate secondary plan code that shares minutes. Being billed 10 cents a minute or with no PCS to PCS minutes is a problem that happens when one of you is put on the wrong plan code. Make sure you are all sharing minutes under the accountholder's phone number.

When that happens, YES, you will get PCS to PCS minutes. Yes, they are free and included with the family share plans. Always have been. If the primary line has 7pm nights and weekends, everyonethat is sharing minutes will have it, too.

Have your RadioShack (or other agent) go over your bills for the last several months and determine your credit, paying no attention to that $10 credit someone threw you. You are owed more than that for your time and trouble. Once the proper plan codes have been entered, the RadioShack employee should then get the appropriate credit amount placed on your bill right over the phone. Now, keep in mind, third party customer service agents are not allowed to credit more than $25, so if your amount is larger than that, they will have to involve a aupervisor. Most of the time, that will solve all of your problems, but like anywhere else, sometimes you get difficult CSAs on the other end of the phone. If that's the case, have your agent contact their IE (Independent Account Executive) and let them push the credit through on their end. Be sure to have them ask for a customer satisfaction credit for your time and trouble on top of what you are due. It's not going to be much, but $25 is better than a sharp stick in the eye.

Here are a few tips for your agent to get you all straightened out (you can print this and take it along): 1. Be sure you have a CSA who knows their stuff on the other end of the phone and have them check the plan codes. If not, call back and get someone who does. It sounds like one of the plans might be under the same account, but not shared. Definitely check that. Get everyone on the same FFFamilies plan and make sure that YOU ARE NOT RENEWING HIS CONTRACT. Double verify with your CSA. When you ask for the credits, do know you will catch more flies with honey... be nice and be prepared. Have the credits broken down by overage charges in each category and by phone number. If the amount is large, ask to be transferred to a supervisor and DON'T settle for a call back. This gentleman has waited long enough. Contact your IE immediately and fax over his bills. Also fax over your credit amounts and stay on top of your IE until it gets done. If you have to send Jeremy away before the credit is made, be sure to follow up with him and let him know what the credit amount is, when it was made and what he should expect on his next bill.

Unfortunately, I do see these types of errors from time to time, but they are easily fixable. Hang in there Jeremy, there are those of us out here that are willing to help you straighten this thing out.

Good luck to you and your agent. Hopefully this helps.

Kym
Store Manager
Sprint-Bellevue
Green Bay, WI