Never EVER use sprint...or how $74 becomes over $300

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sarcasmsvoice

Tags:

account

sprint

December 3, 2007

Mr. Bob Johnson

Chief Service Officer

Sprint Nextel

2001 Edmund Halley Drive

Reston, VA 20191

Dear Mr. Johnson:

My husband and I have been using your company for Cell service for more than 3 years, and we have been very satisfied customers. But recent events have eroded our goodwill.

Our account (phone number ***-***-****) was made on Camp Pendleton, CA, as we are a military family. The account had been under the phone number 760-***-**** and only recently [this past August] changed due to a cross-country move. As always, we have used direct debit in payment of the due amount on the account. However, with the move we have begun consolidating our bills into one main account from the various accounts we have had to set up due to military moves and service.

On 23 November, I switched the Sprint bill from our old account to our new account. This prompted an immediate payment of $74. I was fine with that as it took care of the bill. However, that night I also submitted our Rent bill from the other account on 23^rd November.

On 26 November, Sprint charged us again for $74 from the old account. This removed the money needed for rent and promptly bounced the rent check.

I then received in quick succession, several Non Sufficient Funds charges: $20 from the new account, $25 from the electronic processing company for the rent check, and $30 for the returned check from the housing management.

I called Sprint’s Customer Service and informed them of the hefty fines that were being docked on me because of their erroneous charges. The girl I initially spoke to was quite helpful and assured me that I would get a full refund of the $74 billed charge and that I may have to submit paperwork for the NSF fees to have them covered by Sprint as well. She gave me a one to three day window to have the funds processed.

It is now Tuesday, December 2^nd. I have seen neither hide nor hair of these funds. Because of that I called Sprint back this morning. I originally got a normal caseworker and gave them the Case ID number [0000000] that the previous call had netted me. She put me on hold. 10 minutes later she was back and told me that I had paid Sprint twice. So this was NOT Sprint's fault. She told me none of the NSF fees would be covered. I was also informed that the second amount of $74 was not available as they had posted it as a Credit to my account and the next bill was being posted. So I would get $15 back in the form of a check if I so desired. If I chose this, they would have it to me in 7-14 days.

I was understandably, aggrieved. However, keeping my cool I said that I would like to speak to a Manager. The manager, a Miss Precious, came on the phone about 30 minutes later [being on hold this entire time]. She repeated the clerk’s original allegations that this was in fact, my fault. I was informed that Sprint was not at fault and if I had not changed my info [which resulted in double payment], none of this would have happened. Because of that, I am being stuck with 3 or 4 NSF fees and have been charged 2xs by Sprint themselves. My rent is now late and that will cost me $100 as a late fee there as well.

I am now asking you to resolve the damaging results.

Damage Resulting = If I do not find a way to come up with the fee money, I will be late with rent. This will add $100 to my rent fee as well as the $30 bounced check fee the complex is already assessing. $130 plus the 3 NSF fees of $20, $20, And $25 add up to $195. This amount does NOT include the falsely overcharged $74 that started this whole mess.

This of course also shows on my housing account, my bank accounts, and has resulted in monumental stress for my family and I. They are playing with my family's housing after all.

Please let me hear from you by December 5th, assuring me that you will reimburse the almost $300 worth of charges that resulted from Sprint’s error. In the event that this is not resolved satisfactorily, I will be pursuing other methods of recouping my losses at the hands of your company.

Sincerely,