Sprint: Lost Payment

Where do I begin? This is not the first time I have had to resolve billing issues with Sprint. While the customer service associates are friendly, they are not always as helpful as you would like. It seems that it takes several phone calls and hours on the phone to resolve the most basic billing issue.

Here is what happened. I get paid once a month. So, all my bills are paid the same time every month. After receiving my Sprint PCS bill for the month of October, I paid by check as I usually do. The next month I received my bill stating that my account was past due. Figuring that the payment and bill crossed in the mail, I simply paid the new amount.

While ON VACATION AT DISNEY WORLD I received a call from Sprint stating that my account was in default, and I should make a payment immediately to prevent my account from being closed. So, while literally in line for a ride, I called to make a payment with my credit card. I knew once I got home, I would once again have to go through the painstaking process of dealing with Sprint's customer service.

Once back in town, I called by bank to find out if my check had cleared. What do you think I found? My check, dated Nov. 19th, was cashed by Sprint on Nov.28th. So, now the fun begins. I call Sprint to explain the situation and try to resolve it. After going through all the usually menus (press 1 for English, what can I help you with? etc.) I reach a customer service rep. She is dumbfounded by my questions. "Sir, I show that your account is up to date. There is no overdue amount. Your last payment by credit card has been received."

I KNOW!!!!!! YOU DON"T UNDERSDTAND....... Of course my payments are up to date. I had to put my bill on a credit card to keep it from being turned off. I know that everything is caught up now. What I needed was to find out why my check was cashed by not credited. On and on this went. Finally I was transferred to the finance department. I was asked to fax a copy of the check, so that a dispute could be started on the bill. So, I faxed the information, and waited a few weeks to follow up.

I now call to see if my account has been credited. Unbelievably, I get the same response. No one can seem to understand what I am asking. All they are focused on is the fact that my account is up to date. No payment due. Everything is fine. After 45 minutes of this the employee finally sees the "dispute" on the account. I am told to follow up the next week on the status.

Two weeks later, I call to check on the status of my credit. Luckily the employee that received my call has some brains and figures out the situation quickly. He actually apologizes for the amount of time that it has taken to resolve my billing issue, and offers me a $75 credit on my bill, or 10% off my bill for the next 2 years. Now we are getting somewhere! (More on that later) At this point I am transferred to the finance department to resolve my "disputed" bill.

Oh, how I wish that were the end of the story. But life could just not be that good. Once in contact with the finance department, we can't find the dispute in the file. WHAT?!?!?!??!?!? How did the last guy see it, but you can't? Absolutely ridiculous. I now have to fax the copy of the check again, and start the entire process over. Unbelievable!

Oh, and that 10% credit. All I had to do was re-up my contract for another two years. Are you serious? Do I have "IDIOT" stamped across my forehead? Why in the world would I want another two years of this garbage? My contract is up in July. Goodbye Sprint!

Comment On This

When you run into problems like this the best thing to do is call their executive resolutions line. The number is 703-433-4401.

They do a pretty good job at handling issues quickly.