Billing heuristics = Epic FAIL.
I've been with Sprint for about 15 months now, forced back in early 2008 by an office move to a space where no other carrier could get in. I had been with Sprint and had left in early 2007 out of frustration and disgust with their sloppy billing practices.
Not much has changed. The service itself is fine. But the billing is atrocious at a level that's probably actionable. Most recent screw-up by Sprint...:
I pay all my bills via my bank's website. Last night I checked my Sprint account online to see what my bill was. I went to Billing and Payment, then Monthly Statement. The bottom line amount looked about right, but I noticed they didn't show anything coming in from me since April. In particular, I had sent them $85 via EFT on May 8, and it wasn't showing up.
So I called. Thirty minutes later, after explaining at least four times to the very nice but apparently very dim rep what the problem was, and her contacting her supervisor, and me sending them a screen shot of what I saw, she finally told me their records do reflect that $85 was credited on May 13 and that I in fact now (inexplicably) have a credit of $11.73. Set aside why it took five days for an EFT to post (that could be a whole 'nuther rant), but why wasn't it reflected anywhere in my Billing pages?
Finally, after half an hour, most of which was here apologizing for the long hold, interspersed with cheesy music, I told her I needed to do other things. She said she'd call me tonight after they'd researched the issue of why the information on the Monthly Statement page is a month old. To be fair, she did call. But here's what she told me. Ready for this?
In order to see one's current account information, one must look at a page called My Sprint and scroll down a little bit. The current account information isn't under Monthly Statement, not even under Billing at all. What fun!
Not so much on the user-friendly, those Sprint people. (Right here is where I'd sneer "Morons", if I were going to.)
(Morons.)
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