I'm really at the end of my rope here. I'm having a horrible, horrible day. Please help me think of what I may have missed. I'm writing all the details down because I have them fresh in my head and I need to record them.
Sprint PCS misrepresented their service to me. I signed up for a service that was represented to me as having customer service that one would not have to pay an extra fee to utilize. I spoke with customer service representatives a couple of times over the first week of my service, because there was a problem with the number they assigned me. I was not charged for either of those calls.
A couple of weeks later, I tried to pay for my first month of service using the website. The website payment system would not allow the payment to go through, due to an error. I checked the FAQ, took the appropriate steps to try to resolve the problem myself, and finally used their online contact form when nothing helped. I received no answer in 4 days, which I deemed to be an appropraite length of time to wait.
I called to follow-up to my email. I told the automated attendant that I wanted to speak with a representative. A recording was played informing me that a $3.00 charge would automatically be applied to by bill if I wanted to speak with a representative. I opted not to continue.
I went back to the contact form and sent a follow-up, adding to my complaint that I had signed up for my service with the belief that customer service was included in the deal. I received no reply to either of these emails.
A week later, I sent a letter to the PO box listed on the website.
The next day I made my payment via one of the other methods. I was concerned that my service would be disconnected and I would still be held liable for late fees and reconnect fees, and God knows what else.
About a week after that, a message was left on my voicemail stating, "This is Bobbie calling from Sprint PCS. Please call our customer care line." She did not leave a phone number, a last name, or any assurance that I would not be charged the $3 fee.
I spent a few days mulling this over. I finally decided today to call the customer care line. Over my lunch hour, I called the customer care line and spoke with a representative. He agreed to waive the fee for the call because it was a web site error, but could not assure me that the error would be corrected, and could not do anything to my satisfaction about compensation for the misrepresentation of service. I asked to speak with a supervisor, and was put on hold for over 10 minutes. I had to get back to work, so I disconnected the call.
After work, I called again and spoke with a representative. I explained the situation to him, and he told me that he would waive the fee for this call, and he would get a supervisor for me. This time I only had to wait 2 minutes, but the hold time before the representative picked up was something like 6 or 7 minutes.
The supervisor's name was Nelson. At this point I started writing down names. I asked for Nelson's last name, which he refused to give. I explained the situation to Nelson, who repeatedly interrupted me to rudely state "the fee is non-negotiable". I asked him to refrain from interrupting me again, and he said, "Well, the fee is non-negotiable". I asked to speak with his supervisor, and he said that I would not be speaking with his supervisor because the fee is non-negotiable. I asked him if he was refusing to allow me to speak with his supervisor, and he again said, "You will not be speaking with my supervisor." I asked what his supervisor's name is, and he said that her name is Becky. He again refused to give a last name. I informed him that he was the rudest customer service representative I'd ever spoken with, and he thanked me and hung up.
I sat dumbfounded for a few minutes, feeling utterly helpless. I began to cry, and felt ridiculous for crying. I decided then that I no longer want this service.
I called customer care again and spoke with someone whose name I forgot to get because I was trying very hard to get my composure. I explained the situation to him and informed him that I felt abused by his company, and I wanted out. I told him that the 1 year service contract that I signed up for did not include an agreement to be abused by the staff, and have to pay for the privilege. I asked to speak with a supervisor, and I was put on hold again. I was not transferred to a supervisor, but instead to the cancellation department.
I spoke with Robert in the cancellation department. I explained the situation to him, and by this time I was crying again. He told me that the $150 penalty for cancellation was non-negotiable. I explained again the reasons for my cancellation. I told him that his company is holding me hostage. He told me that he could hear the frustration in my voice, and then said that he could go ahead and process the cancellation if I'd verify my address. I verified my address and asked if I would be charged the fee. He said very plainly, "yes." I told him NOT to process the cancellation, and demanded to speak with his supervisor.
I was put on hold for 10 minutes and passed on to Christopher. Christopher was very rude to me as well. (It seems that the requirement for promotion is a level of rudeness that surpasses that of any other representative on your level.) Christopher stated repeatedly that the cancellation could not be processed without the fee, and the fee is non-negotiable. I explained the entire course of events to him yet again, and he continued to state that it was non-negotiable. I told him that there is no such thing as non-negotiable, and that there was someone in his company that would be able to resolve this to my satisfaction if he would transfer me to his supervisor, or give me a name of a person to call at a level above him. He said "Godd luck trying to find that person." He was very smug and rude. I told him that I wanted the fee waived for the call since he had been unable to help me, and he refused. He said that it is not that he didn't help me, but that he gave me the answer that I did not want to hear. I asked for his last name, which he also refused to give, stating that last names are not given "for security reasons". I asked for his employee ID number (something which Nelson had given me earlier), and he refused, stating that he is the only Christopher who works as a Support Services Team Leader.
So that's the last of my communication with the company so far. Here's what I see as my next steps:
1. Look up the officers of the company through the better business bureau (there is no information worth anything on the Sprint websites) and flood all of them with a letter.
2. Report the company to the better business bureau and request mediation for resolution.
3. Litigate (I really don't want to do this. It's time consuming, expensive, and I'm sure Sprint has a team of lawyers to protect them and allow them to continue their shady practices.)
4. Register a domain and tell my story, and invite others to tell theirs. Register the site on every search engine with keywords that one might use to find cell phone service. Write letters to editorial pages of newspapers and magazines. Make it my crusade to inform everyone of the unconscionable practices of the company.
*sigh* I'm out of ideas. I'm asking for serious suggestions. Suggesting that I send Tobor after them and things like that are cute and all, but I don't have it in me to laugh right now. This is a sincere plea.
This is the shittiest birthday gift I've ever gotten, and I begged for it. I'm so angry and frustrated that I feel sick.
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I am a delicate fucking flower.
https://beacons.ai/jesskent
