Sprint #5 Customer waits for 102+ Days And Counting for Stolen Money To Be Returned
This Saga is pretty damning, taken from Complaints.Com Website:
From: Kim Higdon khigdon@guthriemayes.com
Date: Friday, March 02, 2001 09:26 AM
Sent To: attorney.general@law.state.ky.us 3/2/01 9:26:40 AM
On 11/22/00, we ordered two (2) cellular telephones from Sprint PCS.
On 11/25/00, we received a call from Sprint PCS customer service rep stating that he entered the social security number incorrectly and would have to re-enter the order.
On 11/27/00, we received two (2) cellular telephones.
Again on 11/30/00 we received two (2) cellular telephones. At this point, we decided that perhaps Sprint PCS was not the company that we should be doing business with, so we called and cancelled the service (we never activated the phones) and asked for call-tags in order to return the equipment to Sprint PCS.
On 12/4/00, two UPS 2nd Day Air Shipping Documents were received
12/6/00: The four (4) phones were returned.
Our 12/10/00 Discover card statement had the following charges:
Nov 22 Nov 22 SPRINT PCS #999 888/211/4727 MO $ 52.99
Nov 22 Nov 22 SPRINT PCS #999 888/211/4727 MO $ 52.99
Nov 25 Nov 25 SPRINT PCS #999 888/211/4727 MO $ 52.99
Nov 25 Nov 25 SPRINT PCS #999 888/211/4727 MO $ 52.99
12/11: A call was made to Sprint PCS Customer Care where we spoke with Rita. She asked for all of our information to be faxed, which we did, and that she was filling out a credit request to send to the billing department. She said it would take 10 - 14 days for the credit to appear.
On 1/8/01, when our Discover Card account still had not been credited, another call was placed to Spring PCS Customer Care where we spoke with Kathy, who said it was necessary to fill out a credit request and send it to the billing department.
On 2/19, when we still had not received the proper credit, we again placed a call to Sprint PCS, who once again said they would have to fill out a credit request and sent it to the billing department.
On 2/28, still with no credit being posted to our Discover Card account, I called Sprint PCS Customer Care (I was on hold for 41 minutes initially, and on the phone with Sprint PCS Customer Care for over two hours) and spoke with Henrene, a supervisor, who said she was not obligated to provide more than her first name, said she did not know who HER supervisors were, said she was not responsible for what other employees had told me, said that the Billing Department had no phones, said that Discover Card would credit my account for all interest charges connected to this transaction (Discover said that I am being billed a daily periodic rate of 0.04244% on this charge and have been since 11/22/00), and promised that the first available supervisor would return my call.
On 3/1, 6:48am - 7:22am, I spoke with Mel, who said there were no supervisors present with whom I could speak. I asked that he take my name and number and have a supervisor call me. I have not received a phone call from a supervisor to date.
On 3/1, 8:02am - 9:36am: I spoke with LeAnn in the Finance Dept who said that my Discover Card was being credited as we spoke.
On 3/1, 5:54pm - 6:49pm: I spoke with Diane, a supervisor, who said that all transactions are posted at midnight. Diane called me back at home and provided me with the credit card transaction numbers.
3/2: Discover Card has not been credited.
3/2: 8:24am - 8:44am: Mike, Customer Care Rep transferred me to Angelia, a supervisor, who said it could take 3 - 5 days to process credit. I asked to speak to her supervisor or someone from the Finance Dept and Angelia hung up on me.
3/2: 8:49am - 8:57am: Rosemarie, supervisor in Orlando, said that the system is being upgraded and it could take up to a week for credit to post. While holding for Rosemaries supervisor, I was sent back into voice mail system where Tonya, Customer Care Rep., picked up. I asked to be transferred back to Rosemarie. Tonya said she did not who that was, so I asked to speak to Tonya's supervisor.
3/2: 8:57am - 9:45am: Wilma, Team Advisor, said they need information faxed to them. I asked to speak to her supervisor. Mr. Winston, supervisor in Charlotte, who asked me to fax my Discover statement to 704/583-5510, which I did while on the phone with Mr. Winston, who acknowledged receiving fax. He said he would make sure my Discover card is credited today.
I believe that I should be credited not only the $211.96 that was charged to my Discover Card, but also for the 3.5 months interest I have been paying on these charges and I should be compensated for the time I have spent on the phone trying to get this nightmare resolved. To date, I have wasted 8 hours and 43 minutes on the phone or on hold with Sprint PCS Customer Care.
Please, I am begging you, do something to help me. I am at the end of my rope here and don't know what else to do.
Thank you.
P.S.: I want my Discover Card account credited for $211.96 plus $9.09 interest ($211.96 at 0.04244% for 100 days) plus $45.06 to compensate me for the time I wasted on the phone with Sprint PCS Customer Care (8.75 hrs x $5.15 - minimum wage, although I make considerably more than minimum wage). The interest charges are figured through 3/2/01, so please add $0.09 per day for every day after today.
In addition, I would like a written apology for the misrepresentations and outright lies made by the supervisor, Henrene, for the poor customer service I received from Angelia, and for the untrained, unknowledgeable, incompetent and rude customer care representatives.
Sprint
Customer Service
AS OF 3/2, I HAVE BEEN WAITING 102 DAYS FOR REFUND
From: Kim Higdon khigdon@guthriemayes.com
Date: Friday, March 02, 2001 09:26 AM
Sent To: attorney.general@law.state.ky.us 3/2/01 9:26:40 AM
On 11/22/00, we ordered two (2) cellular telephones from Sprint PCS.
On 11/25/00, we received a call from Sprint PCS customer service rep stating that he entered the social security number incorrectly and would have to re-enter the order.
On 11/27/00, we received two (2) cellular telephones.
Again on 11/30/00 we received two (2) cellular telephones. At this point, we decided that perhaps Sprint PCS was not the company that we should be doing business with, so we called and cancelled the service (we never activated the phones) and asked for call-tags in order to return the equipment to Sprint PCS.
On 12/4/00, two UPS 2nd Day Air Shipping Documents were received
12/6/00: The four (4) phones were returned.
Our 12/10/00 Discover card statement had the following charges:
Nov 22 Nov 22 SPRINT PCS #999 888/211/4727 MO $ 52.99
Nov 22 Nov 22 SPRINT PCS #999 888/211/4727 MO $ 52.99
Nov 25 Nov 25 SPRINT PCS #999 888/211/4727 MO $ 52.99
Nov 25 Nov 25 SPRINT PCS #999 888/211/4727 MO $ 52.99
12/11: A call was made to Sprint PCS Customer Care where we spoke with Rita. She asked for all of our information to be faxed, which we did, and that she was filling out a credit request to send to the billing department. She said it would take 10 - 14 days for the credit to appear.
On 1/8/01, when our Discover Card account still had not been credited, another call was placed to Spring PCS Customer Care where we spoke with Kathy, who said it was necessary to fill out a credit request and send it to the billing department.
On 2/19, when we still had not received the proper credit, we again placed a call to Sprint PCS, who once again said they would have to fill out a credit request and sent it to the billing department.
On 2/28, still with no credit being posted to our Discover Card account, I called Sprint PCS Customer Care (I was on hold for 41 minutes initially, and on the phone with Sprint PCS Customer Care for over two hours) and spoke with Henrene, a supervisor, who said she was not obligated to provide more than her first name, said she did not know who HER supervisors were, said she was not responsible for what other employees had told me, said that the Billing Department had no phones, said that Discover Card would credit my account for all interest charges connected to this transaction (Discover said that I am being billed a daily periodic rate of 0.04244% on this charge and have been since 11/22/00), and promised that the first available supervisor would return my call.
On 3/1, 6:48am - 7:22am, I spoke with Mel, who said there were no supervisors present with whom I could speak. I asked that he take my name and number and have a supervisor call me. I have not received a phone call from a supervisor to date.
On 3/1, 8:02am - 9:36am: I spoke with LeAnn in the Finance Dept who said that my Discover Card was being credited as we spoke.
On 3/1, 5:54pm - 6:49pm: I spoke with Diane, a supervisor, who said that all transactions are posted at midnight. Diane called me back at home and provided me with the credit card transaction numbers.
3/2: Discover Card has not been credited.
3/2: 8:24am - 8:44am: Mike, Customer Care Rep transferred me to Angelia, a supervisor, who said it could take 3 - 5 days to process credit. I asked to speak to her supervisor or someone from the Finance Dept and Angelia hung up on me.
3/2: 8:49am - 8:57am: Rosemarie, supervisor in Orlando, said that the system is being upgraded and it could take up to a week for credit to post. While holding for Rosemaries supervisor, I was sent back into voice mail system where Tonya, Customer Care Rep., picked up. I asked to be transferred back to Rosemarie. Tonya said she did not who that was, so I asked to speak to Tonya's supervisor.
3/2: 8:57am - 9:45am: Wilma, Team Advisor, said they need information faxed to them. I asked to speak to her supervisor. Mr. Winston, supervisor in Charlotte, who asked me to fax my Discover statement to 704/583-5510, which I did while on the phone with Mr. Winston, who acknowledged receiving fax. He said he would make sure my Discover card is credited today.
I believe that I should be credited not only the $211.96 that was charged to my Discover Card, but also for the 3.5 months interest I have been paying on these charges and I should be compensated for the time I have spent on the phone trying to get this nightmare resolved. To date, I have wasted 8 hours and 43 minutes on the phone or on hold with Sprint PCS Customer Care.
Please, I am begging you, do something to help me. I am at the end of my rope here and don't know what else to do.
Thank you.
P.S.: I want my Discover Card account credited for $211.96 plus $9.09 interest ($211.96 at 0.04244% for 100 days) plus $45.06 to compensate me for the time I wasted on the phone with Sprint PCS Customer Care (8.75 hrs x $5.15 - minimum wage, although I make considerably more than minimum wage). The interest charges are figured through 3/2/01, so please add $0.09 per day for every day after today.
In addition, I would like a written apology for the misrepresentations and outright lies made by the supervisor, Henrene, for the poor customer service I received from Angelia, and for the untrained, unknowledgeable, incompetent and rude customer care representatives.
Sprint
Customer Service
posted by John Q Public at 6:42 PM
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