I recently changed banks. As such, I need to change my automatic payment from one checking account to another. For nearly two weeks, I have tried to make the change through the Web site, which, each time I tried, told me the "Service is currently not available. Please try again later." Well, since my next payment is due next Friday, I felt the change needed to be made ASAP. So, I called customer service yesterday. My first call was cut off. My second call was cut off. My third call resulted in my being transferred to four different people, with the final one telling me "You can only do that online." No matter how many times I tried to explain to him that I can't do it online because it didn't work, that was the only answer he gave, presumably, due to the heavy Indian accent, it was the only English he knew.
So, I went to my local Sprint store. They gave me a red phone and told me to call customer service. I resisted killing the store employees with the phone, and tried again. I got a customer service representative this time who, at least, spoke English, but was no more help. She had no idea what I was trying to do. She did open a case for me and give me a case number. At this point, I told her all I wanted to do was completely cancel automatic payment, and mail a check. I was then told that once you create automatic payment, you can never cancel it, only change it from one bank to another. What?!?!? Then Why is that also a non-functioning option on the Web site?
So I came home, e-mailed customer service detailing my problem, and received this response:
Thank you for contacting Sprint together with Nextel. I understand your concern regarding the automatic payment option.
Firstly, please accept my apologies for the inconvenience caused. I can assure you that the difficulty you faced while contacting us was not intentional.
You have been a valued member of the Sprint family for quite some time. It has been a privilege to serve a valued customer like you. So, we will never intentionally have you face any inconvenience.
However, as you have mentioned that the specialist was rude, I do apologize for that. I am sure you will agree that exceptions are always there. I have forwarded your feedback to the concerned department.
We appreciate feedback from all our customers. If the feedback is from a valued customer like you, we certainly take action.
So, I can assure you that we will look into this matter and take the neccessary action.
Now, lets assist you in modifying the checking account information.
To do so, I request you to follow the given steps:
1. Log on to http://www.sprint.com, select My PCS Wireless in the Manage accounts drop down.
2. Enter your PCS Phone Number and password and click "Log In".
3. Click on the "Pay Now" [upper right section] under the "Payment Due" section.
4. Click on Modify check payment' under 'Automatic Payment'. This is reflected under 'Payment Options'.
On the next page, you would be required to enter your checking account information.
So, following these steps, you would be able to change the bank information easily.
I would also like to request you to feel free to us if you have any questions in future. We are always here for a valued customer like you.
Thank you for writing to us. It was my pleasure to serve you. Have a great day.
Sprint together with Nextel
"Where our customers come first!"
Notice that his solution to my problem is MY PROBLEM. The Web site doesn't work! Where our customers come first, my ###. Apparently, Sprint customer service reps are not only rude and incompetent, they are also illiterate.
Today, I am going to Verizon and change services. I noticed Verizon customer service was very highly rated by Consumer Reports, whereas Sprint's was at the bottom. Now, I know from first-hand experience, why. Of course, I imagine I will wind up in court before I'm able to force Sprint to cancel my service.