Sprint PCS Billing errors rude customer service London Kentucky

I started to notice billing errors in April of this year , after I purchased a new phone and requested Sprint to Sprint service on both of our phones. I was billed an activation fee on an account that was already active. I simply wished to up-grade my phone to a newer model with some extra features. The early termination fee was credited as was the activation fee.

The following month our invoice had some really high charges and I sat down with a magnifying glass and looked over the invoice. There were fraudulent charges and I immediately called customer care. They removed some of the charges, but not all of them.

At any rate , we received a bill for $199.16 and there was no reason for it. The invoice stated that it was a past due balance. I called Customer Care time and time again. It wasn't until July that I finally got a representative to actually look at the account.

The invoices are confusing. On page one you have an amount due from the customer , on page two , you have details listed , including any credits and adjustments. If customers look carefully ,those credits are never deducted from the amount due from the customer. Now if you are unfortunate enough to have to call the "care center" you will not get any help there. So many times all I heard was ,"it's right there on the computer" and "the credit was issued". Issued ,yes , but never taken off the account. When the same amount shows up month after month , there's something wrong. And they charged our account late fees while the account was being protested.

I finally got fed up and went to a local Sprint store and had them print me up a list of all transactions from the first of the year. Forget the invoices or the web site ,neither of those are correct. It seems that we had a negative balance of $96.43 ,using simple math ,addition and subtraction. I also added in what would have been savings in overcharges had we received Sprint to Sprint service as we ordered.

It was obvious that someone got the order, because it was on one phone for two days in May , then it was gone. It was not on the bills in either June or July and back in August ,but only on one phone. At any rate I added this estimated amount on to my other figures and came up with a total of $131.43 that Sprint owes us. In the mean time we continue to incur charges and that's all right , I am not complaining about paying valid charges. It's the late fees and the refusal of Sprint to handle my issues that have made me crazy.

The last time I spoke with anyone at Sprint Customer Care , the girl informed me that the computer doesn't lie. I have been all over the web looking for answers. I actually E-mailed every BBB in states where Sprint has large operational facilities and I did receive a reply from an executive analyst within a short time. She took care of my complaints in about ten minutes. It is just a shame that it had to go on for months and that I had to do some ones job and I only got satisfaction after getting the government involved. Our account was credited and I have an exact amount to pay. I even have the amount due for the next billing cycle.

Sprint needs to get their ducks in row. The invoices need to reflect any payments made and or credits issued. The on-line site is never right , if you are lucky enough to access it. Very ofter it is down for up grading or the page will expire.They need to be mindful that a customer pays them for a service. All in all , I am satisfied with the adjustments made to our account, but I have not received a new invoice yet.

Customer Care is a joke and I told the executive that I spoke with that I would die before I called them again. She apologized to me and fixed my problems.

This company engages in poor business practices. I have never complained about anything like this before. I tried to handle this in the normal way ,but I was stonewalled at every turn. I feel like they should have paid me for doing their job.

Although I am okay with the resolution , I am just floored that it took so much of my time to get it done. And of course next month is a new billing cycle ,I will wait and see , and if it is wrong I will start all over again

Donna
South Charleston, West Virginia

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