Sprint - charged $ 852 for overseas, operator assisted phone calls - unable to dial direct, and told operator this, but still charged for operator-assisted calls

Complaints.com received the following consumer message on February 25, 2003:

From: Donna Gerlich [Email User]

RE: Sprint - charged $ 852 for overseas, operator assisted phone calls - unable to dial direct, and told operator this, but still charged for operator-assisted calls I have been having nothing but problems with Sprint. Back in October, 2002, I foolishly switched my LD carrier to Sprint. Had I known then what I know now, I definitely would have chosen another company! I was leaving for an overseas trip and needed a phone card number. I was not sure how to make a phone card call but figured it could not be that difficult. However, once overseas, it was a difficult process and was only able to make one phone call. Upon continuing my trip, I attempted to use the calling card again. I was having difficulties so I dialed an 800 number for Sprint.

I told each representative that I was having difficulties using the card. They would ask me for the number I was calling and I gave it to them. Each time, they connected me. I made 4 phone calls in this manner. I explained, each time that I was having difficulties with my calling card number. I was told that my card was working fine. The day I returned home from my trip, I received a rather nasty phone call from a Sprint operating DEMANDING $852.00 payment or they would disconnect my service. I could not imagine why they wanted such a large amount and why they were so insistent on receiving the payment IMMEDIATELY. I had not even received an invoice from them! I explained to the representative that I had no idea what she was talking about. She connected me to a rate operator (?) to confirm my rates. Several days later, I received a nasty letter in the mail saying that they had disconnected my service. Indeed, as promptly as they turned on the service, they disconnected my service. Mind you, I had not even received an invoice at this point! Several weeks later, I =finally= recieved an invoice from Sprint. (Imagine, they cannot access your invoices until AFTER they are printed??) I almost fell over to see that 4 phone calls = $852.00. You see, I was told by a Sprint customer service agent that the 800 number that I called was not a customer service number. (As a customer, it is MY responsibility to KNOW that each 800 number has a different department and the 800 number I was given was NOT customer service but for operator assisted calls.) Those 4 phone calls were operated assisted. In this day in age, there is NO reason for anyone to use operated assisted unless there is an underlying medical reason. Had I known that the I called was not actually , I would have used the local pay phone!! After talking to several Sprint “ Customer Service” agents, one agent agreed to credit me for half of the bill. I thought it was a good start. Although, in no way was I satisfied. No one in their right mind should have to pay $852.00 for 4 phone calls! To discuss this further, she connected me to a “supervisor” who promptly told me that “Too bad, you made the calls, it is YOUR responsibility.” Mind you, I never disputed making the phone calls. I just have a fundamental problem with paying such an exorbitant amount for 4 phone calls! Then when I insisted that I cancel the account she said “If you cancel your account, I will not give you the $405.00 credit.” Wow! I was shocked. I realize that in order for Sprint to keep their customers, they need to threaten their customers into retaining their account. I wrote a letter to Sprint headquarters and they basically said, “Too bad, you made the phone calls, you pay.” No apology for the rude agent who insisted that I keep my account or the credit would be reversed. Apparently, Sprint’s corporate philosophy is to bully the customers, charge them late fees, minimum usage fees, this fee, that fee. I liken it to point-of-purchase sales. The more fees they charge, the more money to their bottom line. Interestingly enough, Sprint also charged me several “Minimu Usage” chages, “late fees”, etc., etc. In January, I very reluctantly paid the $452.00. Since then, although I had insisted on cancelling the account and I thought they had cancelled my account, for a few days, they allowed out-going phone calls. Since then, I have received invoice after invoice for accumulating charges. I have issues with paying a “minimum usage” aand “non-usage” charges when it was Sprint who disconnected my service in the first place. Currently, the balance is $74.00 (and some change). Of that, there were approx. $13.00 in legitimate phone calls. I paid $15.88 (to allow for taxes, etc.) . As far as I am concerned, my balance to Sprint is paid in full. They still insist that I should pay all the additional charges. In their words: “This bill is your responsibility.” Never mind common sense or even anything remotely close to customer service. At no time did I ever refuse to pay “usual and reasonable” charges. In fact, I have paid for all “legitimate” charges. What I want now is for Sprint to credit the difference and call it a day. I want NOTHING more to do with Sprint. I promise, I will NEVER EVER use Sprint as a LD carrier. (I hesistate to use the word “Service”).