I had to write about this experience. Below part of the note that I will be sending to Sprint and BBB.
I have an outstanding balance with sprint. I haven't been able to pay my bill because I had no power do to Hurricane Sandy, as a Westchester resident. My service could be interrupted if I do not pay by the 15th, which I understand. What I don't understand is why the finance department is refusing to transfer me to technical support to get my phone fixed. Why do I want to pay for a service I am not getting. I have called three times today, all three times the call has dropped, reenforcing my point. It is unethical and I am pretty sure illegal for then to pressure me to make a payment. Right now my main concern is been able to get I contact with my love ones, as many still have no power.
Every time I tell the reps in the finance department that I am not interested in their advise, that I am well aware of the possible disconnection of line, they continue to press. They pressed to the point that I became aggravate and rude. Every time representatives would say that I was been transferred to technical support, instead I was rerouted to multiple financial supervisors. One of them was Jennifer, that call was today, November 9th at 6:07 pm. Jennifer was persistent in attempting to provide financial advise and disagreed with me when I said they were trying to pressure. Instead of providing me assistance with my issue, as I am stuck in major traffic on I95, which caused distress. In Jennifer's defense, this must be a firm policy, and they are just employees adjusting to their bylaws, because every manager( supervisor) cause the same level of aggravation .
During my third attempt, the financial rep who responded was Deyanira. I asked Deyanira if the phone call could be recorded, and I explained to her the two previous encounter. She placed me in hold, to then advise that she could not, as they are randomly recorded. I am not sure on the validity of her statement, those recordings are not just for customer satisfaction, but also to firm protection. Anyways, according to her she understood and would transfer me to tech support. Do you think that happened ? Nope. I just got another dropped call.
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