For the past three months Sprint has been overcharging me for my cellular service. Now I've been a loyal customer for over five years, so I feel the need to express myself here. If you don't want to hear me rant, stop here. But I think this is an unfortunate sign of Sprint's customer service pushing away loyal customers. And it highlights what sounds to me like a problem of mismanaged IT projects, because Sprint has been trying to integrate billing platforms with Nextel.

Prior to the mistakes, I had been charged the same amount for the past year and half. Since I never go over on my minutes, my bill month-to-month has been the same. Until...
Month 1, back in August I received a bill that was $20 higher than the previous bills. So I call customer service and they notice that a monthly credit was not applied. They gave me a credit.
Month 2, my bill is $24 dollars more than it should be. I call again and 20 minutes later they explain that it was simply an automated billing error and promise to correct the problem. Credits were applied, although they only credit me $20 instead of $4. I figure it's not worth another 20 minutes on the phone to get 4 bucks.
Month 3, $22 over. This time I call and their customer service says that my credits have already been applied (I presume they only saw their own corrections from their past two mistakes). I suggest they look at my past bills for the last, oh, year and a half and check why my bill all the sudden looks different. It takes them 20 minutes to reply, "sir we don't see a problem." I explain myself again...back and forth, finally they say I must explain myself to another department. Why is this my job? Isn't it your mistake?