Sprint vs Citibank

If you recall the ATM problem I had, Citibank instantly credited me, prior to researching, and on Saturday I got a printed letter in the mail saying that their research is now complete and that my "provisional" credit is now permanent. I have zero complaints about how Citibank handled this -- couldn't think of how they could have resolved it better.

But now there's Sprint.

I use Sprint for mobile WiFi and went from decent service to suddenly no service -- like three bars to zero bars. I could sometimes get on the Internet with zero bars, but then the connection would only last a rew minutes.Called repeatedly -- got a different story each time until finally my call was bumped to "problem resolution" or some such. Was told I'd get a half-month credit (which would be approximately $30) and that the problem would be solved (a cell tower broken) by February 8.

Well, it wasn't fixed by February 8 and I kept calling. I didn't receive any credit and then was told that I'd get the credit once the problem was fixed. Now the problem is fixed and got a bill over the weekend -- of course with no credit. I really believe they just want to wear you down.

So I took a deep breath, took my bill, navigated through the phone tree with a few missteps, finally got a human being and was cut off right after she said hello.

Called again, same phone tree, got a human being, went through the whole explanation and she offered me $15.  I said no; she said she'd transfer me to a supervisor.The phone to the supervisor rang once and then the call disconnected.

Called again, same phone tree, same repeating the phone number, same "to whom am I speaking?" same "last four digits of your social?" etc. This time I got Jordan who confirmed that they're only allowed to give a $15 credit and has now gone to speak to a supervisor.

And I'm being assaulted by bad jazz muzak as I wait.

And wait.

And wait.

Jordan has now come back to say that they've checked my usage and I did actually use the service during the time I claimed to have no service. I said, "Yes, you can get on the Internet with no bars, and that connection lasts about 45 seconds." He said, "I understand."

Jordan is now going to a "senior resource specialist" for a resolution. Really? It's this complicated? I'm about to throw in the towel.

Jordan has now come back with an offer of $30 so I said yes. I'm watching the clock as I sit on hold, and my time is worth more than this. What a crappy customer experience.