Sprint - have a serious complaint about your customer service that needs to be addressed immediately

Sprint - have a serious complaint about your customer service that needs to be addressed immediately

Bad Customer Service.

To whom it may concern: I have been a Sprint Customer for about a year and a half. My husband worked as head of security at the Sprint Corporate office in Rancho Cordova, California and has had training as a customer service rep to know the workings of customer service. But right now I have a serious complaint about your customer service that needs to be addressed immediately. Day one: To make a long story short, I was late on a bill. My service was disconnected and I was not warned about this disconnection at all by anyone. I was told when I called to make the payment that I owed exactly 278.00. My bill should NOT have been more than 156. because my plan was only 50.00 a month. I hardly ever used the phone but to say that it was 278.00 was ridiculous. Not only did the lady not speak recognizable English, she was adamant that I needed to pay that. Nothing was said about "final collections." I paid the money and I said I needed to get the phone turned back on. I was hung up on. I called back customer service again and they told me that they could not turn back on my phone because it has been permanently disconnected. I told them I didn't want it permanently disconnected but they said they could do nothing about it. After a discussion I had with the customer service rep, she told me (again in unrecognizable English) that you need to go to store and pay reconnection fee. Day Two: Went to the Sprint store on Howe Avenue and paid the 36.00 and went home. After the two hours was up (that is what the representative said was to wait 2 hours) I was connected with American Roaming something or other and it never connected. Called Customer service and they told me that my phone did NOT have a plan and that they could not give me the same number I had. By then I was absolutely fuming and I got bitterly angry. Not only have I been running around madly trying to get my phone hooked up but that I was told that my service has been totally disconnected AND I needed to pay the 125.00 deposit to "reactivate" it. I was beyond exasperated! After a heated discussion with SWALOW01 Shannon, the supervisor, she credited my account for the 150.00 that I paid in the early termination fee to go towards the deposit I "had to pay" because Collections screwed up. She told me to go back to the Sprint store and get the phone hooked back up because they could not credit my account with the money used for the early termination fee (she supposedly credited it to my account so that I could get it activated)..but I had to go back to the store. Day Three My husband took my phone back to the store on Howe Avenue here in Sacramento and he was TOLD by someone in the store that they could not hook up my phone and that customer service had to do it. I had NO PLAN WHATSOEVER and for 3 days, I've been without a phone. I had to be at work because my coworker had the day off. My husband gave me back the phone and I called customer service only to get hung up on AGAIN. I called back (count the number of phone calls I've had to do because of the customer service) and finally got a friendly voice. I told her of my plight and she went out of her way to try to help me with the situation. She stayed on the phone to me for 3 HOURS to try to get this resolved. Finally I told her to please get a supervisor and he was a big help. He told me to go back to the Howe Avenue office and tell them what they were supposed to do. If they refuse to do it or say they can't, to give customer service a call and to talk to them. The people at the Howe Avenue office obviously need a lesson in customer service as well. I'm so upset and angry about all of this that I don't know what to do. I'm going back to the Howe Avenue store and tell them to get this straightened out. Not only am I taking some time off my busy work schedule to deal with this issue, but it's coming out of MY BUSY DAY to deal with this garbage. I have NEVER in my 20 years of customer service ever dealt with inefficient, inept people who cannot not only solve problems but cause more problems to good paying customers. I, for the life of me think you all need to totally revamp your customer service department from the top down. This is NOT the way to deal with people who give your company money to have service. Imagine if this were the other way around: how would you deal with the problem? Probably no better than I. I'm sending this also to the Better Business Bureau, Complaint.com and to many other people who need to be warned of this. From the website: www.complaints.com , I have seen nothing but complaints about Sprint. I did a Google search and you all should be ASHAMED of yourselves. I have never in my whole life seen so many complaints..is this how you would like to be treated? I am looking for a response to this email and some kind of restitution for this travesty. Just imagine if this had happened to you. Heather L. B Sacramento, CA

Heather B

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