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.
I filed the cancellation on the account on June22 of 2006. Instead of $200.00 cancellation fee I kept receiving monthly charges.
I and my son whose name is on the account, tried calling in July, August to confirm the cancellation, then in September, then on 10/17/06.
The plan expires on 11/28/06.
When I tried to clear the situation with Customer Service I had to explain situation to four(4) different people and spent 1 hour of my time ($50.00hr).
After five months(services not used) of unsuccessful attempts Nextel suggesting to pay $200.00 when the plan expires in one month, plus five months of not used plan services.
Nextel customer service trying to justify this as "No request to cancel on record" when in reality every one of the times I called, they would convince me that the request is being processed.
This is by far one of the most unsatisfying experiences. My family will never be Nextel customer again and definitely would not recommend the services to any one we know.
I truly believe that Nextel deliberately postponed the cancellation of the account charging monthly fee up to a last month of plan expiration and charge the fee on the last month of 2 year plan.
I feel that NEXTEL is guilty of deceptive business practices.
I also believe they are in violation of the CTIA Consumer Code for Wireless Services of which they are a signatory to.
At the end of Sept or beginning of Oct 2006, I found my service had been restricted - I wasn't able to make outgoing calls nor was I able to check my voice mail. Due to financial difficulties, I was not able to pay my bill (~$276) when I intended to. When I was able to pay my bill, I contacted "customer service" (CS) to find an authorized payment center. Believe it or not, THEY DID NOT KNOW! They suggested I go to WalMart and get a money gram (at a cost, of course). So, upon arriving at WalMart, I shut my phone off as suggested in order to get service restored. When service was restored, I checked my voice mail. Lo and behold, there was a message from Sprint/Nextel letting me know they would offer assistance in getting my service restored anywhere from $300 to 15% off my bill. I called the number they gave me [protected]) along with a reference number. So I called and was on hold for 10 minutes. A message came on saying I could call a different number [protected]) at a later time. I called the 2nd number about an hour later and was put on hold for 40 minutes (thankfully I was reading a book and had my headset). My call went back into queue 4 times. I finally hung up and called the 1st number back. After being on hold for another 10 minutes, a message came on and told me, 'due to technical difficulties, please try your call another time'. They never took my call because I had already paid my bill. I called the 1st number Thurs, Oct 5 and was told since I had already paid my bill, there was nothing they could do for me. After ###, the guy said he could give me a 5% credit (a whopping $13!).
So, my service had been restricted and I can't check my voice mails. Sprint/Nextel thought it would be cute to leave me an unobtainable message knowing full well I wouldn't be able to take advantage of their 'sympathetic' offer. Why didn't they make this offer when I had spoken to CS the first time (about an hour before I paid my bill)?
So I sent a complaint on Thurs Oct 5 via their online website. I received an email ([protected]@yahoo) saying they would make every effort to address my complaint in 24-48 hours. If I didn't hear back from them within 48 hours, I was to reply to the email and they would let me know the status. The following Wed Oct 11 (6 days later), I replied to the email (along with the tracking number - NT20061005_[protected]). Today is Mon Oct 16. Do you think I have been contacted by Sprint/Nextel in any way? They definately should change their motto (their current motto is, "Where customers come first"). What a scam.
Also, when I signed the contract, I purchased an additional phone and service for my 14 year old daughter. Our numbers differ by 1 number, with mine sequentially coming first with my number being the 'admin'. Somehow, someway, my daughters number was changed to the 'admin'. Upon contacting Sprint/Nextel to change this, they said they have NO way of doing this. Huh?
Had I known Nextel would merge with Sprint, I would have NEVER signed the contract. Isn't that called 'bait and switch'? My service has been extremely ### since the merge including dropped calls (which I didn't have with Nextel) and delayed voice mails (up to 4 hours).
I'm not looking for a 'free ride'; I realize it is my responsibility to pay my bills. Being a single parent, financial difficulties do arise and the only contact with my daughter is via phone. I figured it would cost just as much to have a land line as cell phones so I cancelled our land line. I can't wait for my contract to expire!
Oh, I just want to say I don't blame the employees who work as customer service reps, I blame the higher ups for the crappy policies they put in place and the standards set for jacking customers around. I'm sure the President and other bigshots are living a life of luxury and really don't care how their pockets get lined. I feel sorry for the employees who feel they have no choice but to work for such a ### company.
Grand Blanc MI
Sprint has no facility to provide you with a rebate form if you did not receive one with your phone. They tell you to go to a Sprint store. Only after calling their corporate office in Virginia (do a search on "Sprint") did I get satisfaction. The Bristol call center takes corporate calls and you will find someone there who is not a programmed robot. They credited my account. Please ask them to enable Sprint Customer Service to email forms to customers. Eventually, I did find a rebate PDF file but after reading all the compalints about receiving rebates, I called the Cororate Office instead.
This story now is 3 months and running. I paid my Sprint Bill in July and August directly from my bank and...
I have 2 phone services(mobile) from Sprint. I wanted to cancel one of the phone. I called Sprint last Saturday (07/15/2006) and talked to a customer service representative, adked them if I can cancel one of the service. They told me Yes, I can cancel since my terms of service has been completed (2 yrs) and it will be prorated from the day we cancel the service. I ordered my LAN line from some other carrier today [07/19/2006] and called back sprint to cancel my service as of today. I was transfered to some other department and was told it won't be prorated, I have to use it until end of my billing period.
If that is the case, why did Sprint provide wrong information when I called them last week. Unnecessarily I have to pay 2 bills now, my LAN line as well as my mobile. I could have postponded my LAN line until the billing cycle had they told me correctly when I called last week.
My family has been part of the slimy Sprint contract web for too many years. I'd get a new service if it...