Sprint PCS ripoff Dishonest billing Hiding facts etc. Atlanta - Georiga, Aurora Colorado

September 3, 2005

CJ
Sprint PCS Customer Service
Post Office Box 8077
London, Kentucky 70742

Dear Sprint PCS,

I would like to express my dissatisfaction with your service, your company's polices/procedures and employees. I would also like to express my SATISFACTION with one employee at Sprint. I have been a loyal Sprint PCS customer since September, 13, 2004. I have had minor problems in the past but when I placed my customer service call the other night. I have never been treated like my account was no longer worth Sprints PCS time and concern.

I am a flight attendant with Frontier Airlines and I work with passengers/customers all day. I work with customers and I know they are willing to write and express there personal feelings toward a company for things not going there way. I also have never wrote a letter like this in the past with praise or dissatisfaction. I am not the type to throw attitude around when things do not go my way. I see quite a few of tempers at the local airport or on the aircraft with my job. However, I must write and explain my situation. I also want to write and tell you about myself.

When I fly I have no manager or supervisor when I work up in a metal tube at 39,000 feet in the air. I know that it is up to me flying with passengers for hours that I must go above and beyond there expectations for them to purchase another flight with us. I must treat every passenger like they are my only passenger not just one of the 132 I serve on the aircraft each and every flight every day.

I called into your call center on 9/1/05 to change my number from a Atlanta Number (404) xxx-xxxx to a Denver Number (720) xxx-xxxx. When I called a customer service rep set the phone up and told me that I would be able to use the phone in four hours. I had a trip from Denver to San Francisco so I was flying about 2 and 1/2 hours and with ground time to the hotel that night for my layover my phone was disconnected.

I called customer service on my Sprint PCS phone at the hotel and was asked about my account and passwords to verify I was. I would like to say the customer service reps were very hard to understand. After I was able to tell them my phone problems they told me that I had a bill of 405.37. I was astonished and surprised. I never knew changing my number was 405.37. I was never told about any fees related to changing my number. I was never told about a processing fee or that changing my number was thought to Sprint a breach of contract. I never was told anything about this over the phone in any conversations except with a certain (agent we will call her JJ for this letter) Then the customer service reps told me that I had a business account and that I must be transfer to the Business Customer service reps. Never once did one rep tell me that the Business Service Reps were only available from 9am-9pm EST. I got cut off about 6 times trying to call in giving the reps my info then told me I had a 405.37 bill and options to pay this bill.

After about the fourth time I started asking for the Business Service Reps Direct number however, when I called this number it connected me directly into the Regular Customer Service Reps Desk.

Finally, I gave this one more shot. Since I fly all over the country and my family, friends and my employment depends on communications. I knew I needed to talk to someone that could help me. I called in to the (888) Number from the land line phone in the hotel room. I happed to get a lady by the name of J.J. I have to say I was impressed. I had talked to 6 other reps that couldn't tell me anything except I owed a big bill and that I needed to pay it or my phone would not be re-connected. J.J. heard the frustrations in my voice and my anger toward Sprint. I asked her to please not hang up on me for any reason or transfer me at all. She replied with patients and understanding. She worked on her computer and found my account. I again asked not to hang up the phone/or transfer me. She told me that my account had gone over my 125.00 spending limit. She also told me about her self that she was in the Finance department and told me some policies and charges which I was not aware of. She told me that they charged me 150.00 twice for changing my number. She also told me about a processing fee. J.J. graciously took this processing fee off including the extra 150.00 dollars.

J.J. explained that Sprint PCS charges people for a number change because Sprint feels it is breaking a contract however a PCS customer keeps there contract and usually add more contract time and stay with Sprint but they feels the need to charge for this service... She told me I had to pay this fee which I did with a Credit Card due to my personal obligations to my family, friends and my employer.

I would like to give great praise to J.J. She told me where I could send my concerns about Sprint PCS. J.J. Also told me where she worked because I asked, I wanted to write this letter and give her praise for saving my account with Sprint and providing excellent customer service. J.J. was the only reason I did not break my contract that night and get penalized for leaving and changing my account to another carrier due to the problems I had that night calling 6 times into Sprint's Customer Service.

I wanted to express my major complaints to Sprint and its customer service. I feel that charging me for a number change is wrong. I had to move around the country for my job and I got penalized by Sprint for keeping my service but changing my own number. I also was originally charged a Processing fee which J.J. took off. I was never told over the phone about the charge (150.00) when I changing my number that time. I feel these policies are wrong. It makes me want to write the Colorado better business bureau also and complain about this.

I am very angry at Sprint its self but please Promote/Praise/Kudos/ to J.J. at the Eastern V 16 Call Center Sprint PCS center. J.J. showed me that Sprint had some compassion or at least she knew that I was very dissatisfied with Sprint and its cellular services. J.J. helped me very professionally and even joked when we first spoke that she could handle my complaints about the problems I was having that night. I must say she was the only one that night that spoke clearly and I was able to understand completely every adjective/noun/and pronoun she spoke. J.J. even told me that she usually tells customers to have a good night however for me she told me to have a good life. I know I will never get to tell her this but the words she spoke was perfect. I just wanted to thank her after we spoke. She calmed me down and attended to the problem that the other rep's were just passing own to another person down the chain. Please employ more employees like her to your customer service centers. Hopefully one day I might get to re-pay her if she ever flew Frontier Airlines.

Like I said before... SPRINT PCS should not charge me 150.00 for changing my number and charge me a processing fee... This is just WRONG.........

Sincerely,

William
Aurora, Colorado
U.S.A.

sorry, allowing you to give a competitors name would instigate others to just file against their competition, to only come back later to suggest their company your comments on this policy are welcome! CLICK here to see why Rip-off Report, as a matter of policy, deleted either a phone number, link or e-mail address from this Report.

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