Complaints

This profile includes complaints for C Spire's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  C Spire

  1018 Highland Colony Pkwy Ste 520 Ridgeland, MS 39157-2089

  
• 

  C Spire

  505 W Main Street Charleston, MS 38921

  
• 

  C Spire

  701 Highway 82 W Indianola, MS 38751-2092

  
• 

  C Spire

  1608 W Jackson Ave Oxford, MS 38655-4251

  
• 

  C Spire

  1530 W Government St Ste A Brandon, MS 39042-2775

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:08/18/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On June 30th,2025 I placed an online order for some phones from Cspire. Shortly after I received a call from C Spire Support stating that my order was too big and that I’d need to choose a retail store to have my order sent to. July second I went to the Jackson location on Highway 18 to pick up my package; the associate said he couldn’t release it to me I would have to go to a corporate store to get my package. To my knowledge at that time I thought he meant to Cspire headquarters so that’s where I went and they told me they couldn’t handle any sales from there and they sent me to the Madison store to get my order. C Spire Madison store told me that they couldn’t find my order in their system and that I would receive a refund in 3-10 business days. On July 14th a refund request was submitted and today is August 18, 2025 I still have yet to receive my refund. I’m calling multiple times a week to get an update they keep saying they have to escalate my request but I don’t receive any call backs for a follow up. No updates have been made to my account that my order has been cancelled or anything no type of notifications regarding C Spire. Each and literally Every employee of that company has given me a run around and no answer regarding my order and refund..

  Customer Answer

  Date: 08/18/2025

  I went to a C Spire location on August 5, 2025, to add two devices to my post-paid account and pay my cell phone payment. The associate informed me that my account was being investigated for fraud, which prevented me from adding those two iPads to my account. I have always paid my bills since opening my account in May. They don't have any evidence that I committed fraud; I was discriminated against by C Spire and its employees 

  

  Business Response

  Date: 08/20/2025

  Thank you for reaching out. I’m happy to confirm that your refund of $596.00 has been processed successfully. Please allow 3–5 business days for the amount to appear in your account.
  If you have any questions or need further assistance, feel free to call us anytime at 1.************. We appreciate your patience.

  Customer Answer

  Date: 08/23/2025

  Better Business Bureau:

  
  

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

  
  

  
  

  
  

  
  Regards,
  

  
  

  
  

  ********* *******

  
  

  
  

  
  

   

• Initial Complaint

  Date:08/13/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  4/24/25 *I advised the ****** at the front desk at Cspire that I needed to disconnect my service with them because I was going with another company.*I advised that I needed to stop the automatic draft.*I verified that my account was up to date and I did not owe any money to Cspire. My last payment covered from 4/5/25-5/5/25. **************************** assured me that my service has been disconnected immediately and that I did not owe any more money.8/11/25 *I received a bill from Cspire for $432.88. * I called the Cspire ************ and was told that I had to go to the ******* ** store to deal with the issue that they could not help me. I asked for a supervisor and *** talked to me and agreed with the first ****** I talked to.* All of these Cspire **** verified that my phones had not been used since I told them to discontinue my service, and I did not owe any money to Cspire.8/12/25 *I went into the ******* ** store at 9:00AM and talked to ****** ********, **** market manager. He told me he was attempting to contact his regional manager ******** **** for one and a half hours. I left the store with ******** saying he would call me as soon as he got a reply. (I was not contacted.)*I called ******** back at 6:09 on his line. He texted me he had contacted ******** **** again and had given my number for her to call me. (She has never called.)*I asked ******** for a number to call the headquarters of Cspire. ******** then texted me the ************ phone number. This phone number is the first number I called when I received the bill from Cspire. *All Cspire **** that I have contacted are giving me the runaround. This issue has gone full circle. THIS IS WHAT I WANT TO GAIN FROM CONTACTING YOU. (BBB)* I want the $432.88 charges from Cspire to be taken off of my account. It is showing that I had my phone service suspended because of nonpayment. Thank you for all help that you can give me with this matter.***** **********

  

  Business Response

  Date: 08/14/2025

  Thank you for reaching out. We understand your concerns regarding your recent bill of $432.88, and we appreciate the opportunity to clarify the matter. On April 25, you visited one of our retail locations to obtain your account information in preparation to port your mobile numbers to another carrier. However, we did not receive a formal port-out request from the new carrier, which is required to trigger the disconnection of your lines. Please note that we do not proactively disconnect lines once a customer expresses intent to port a number as doing so will prevent the mobile number from porting out to the other carrier. On August 11,you contacted us and informed us that you had gone to our ****** location to retrieve your account details but ultimately chose to activate service with a different carrier using new devices and new numbers, rather than porting your existing numbers. Since the lines remained active and we were not notified to disconnect them, billing continued per the terms of your service agreement.That said, in recognition of the non-usage on your account, we have applied a $216 credit to your balance. If you have any further questions or require additional assistance, please dont hesitate to contact us at ************.Were here to help.

  Customer Answer

  Date: 08/14/2025

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: 23740965

  I am rejecting this response because: On April 25, 2025, I went into the ****** Cspire store and told the ***resentative at the front door that I wanted to stop my cspire service.  I had just left ******* and I had a new phone and a new phone number.  I DID NOT ask cspire to give me time to port over my number.  The ***resentative told me he disconnected my service effective immediately.  The same *** also stopped my automatic draft for future payments upon my request. I verified that there was not anything else due on my account.  It had been paid in full.  The *** told me that everything was disconnected and clear.  Nobody told me that I was supposed to continue going into the store and ***eatedly ask for my account to be disconnected.  Cspire's records show that I was in the store on the 25th.  Cspire's records also show that my phones were not used again after that day by me, because they were traded in to another company before I asked to discontinue Cspire service.  

  We are senior citizens and feel the Cspire policy is attempting to scam us.  We do not owe any money to Cspire. Cspire knows we don't owe money.  Cspire neglected to disconnect our service when we requested them to.   When I was in the store there was another person dealing with the very same issue I have.  There is also a friend of mine that dealt with the same issue.

  Thank you for your help in this matter because this is clearly a company that is stealing money from innocent people.

   Regards,

  ***** **********

  

  Business Response

  Date: 08/18/2025

  Thank you for reaching out. Upon further review, we have confirmed that multiple billing statements were sent to your mailing address between May and August. These statements indicated the balance on your account. You acknowledged receiving copies of the bills but mentioned that you did not open them. We also understand that you previously requested your account information in order to port your mobile numbers to another service provider. However, you did not notify us that you no longer intended to proceed with the porting process to complete the disconnect of your lines. Since we did not receive any communication from you regarding the disconnection, but observed no usage on your lines, we have applied a credit of $216 to your account as a courtesy. If you have any further questions or require assistance, please dont hesitate to contact us at ************

  Customer Answer

  Date: 08/19/2025

  To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: 23740965

  I am rejecting this response because: When I was leaving the store in 4/25/25, the *** asked me to stay with them and offered some incentive programs to stay  I was in the store for the sole purpose of disconnecting the service. Why would the *** stop the automatic draft if he didnt understand that? Why did I go in the store in the first place? I didnt ask Cspire to keep my account active .  Why would I open mail from a company that I assumed was trying to get my business back? That is why the mail was not open .  

  Regards,

  ***** **********

  

  Business Response

  Date: 08/19/2025

  Please be advised that customers may remove Auto Draft from their account at any time. Doing so allows for direct payments to be made manually. Additionally, we do not proactively disconnect lines once a customer initiates the process of porting their number to another carrier. This is to ensure the porting process is not interrupted. If you decide not to proceed with porting your number, it is your responsibility to notify us directly if you wish to have your lines disconnected. Your billing statements provide a detailed record of charges and the current balance on your account. Because we did not receive a request to disconnect your lines and there was no follow-up regarding your billing, your account accrued a balance of $432.88. As a courtesy, we have applied a credit of $216 to your account. If you have any questions or need further assistance, please dont hesitate to contact us at ************

• Initial Complaint

  Date:08/11/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My bill has increased over 100 dollars I have not added any more service and been a customer for years I pay every month I am a senior citizen I was getting a discount but they still took my bill up

  

  Business Response

  Date: 08/25/2025

  We have been unable to reach the customer after several attempts. We left voicemails and also sent SMS messages with our contact information. Customer has not reached back out to us. 

• Initial Complaint

  Date:08/05/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  * 3 MONTHS DIGGING IN FRONT YARD - DAMAGE TO LAWN X 3. SPRINKLER REPAIR * NO NOTIFICATION OF WHEN WORK IS SCHEDULED OR WHAT THEY WILL BE DOING.* ONE CREW SPOKE NO ENGLISH - WORKED IN ******* HEAT W/O APPROPRIATE BREAKS.* HAD TO REQUEST SOMEONE TO COME BACK AFTER 1ST CREW AND CLEAN UP ALL THE ***** LEFT IN YARD| PLASTIC WATER BOTTLES, CRUSH DRINK CANS.* ENDANGERING WORKERS: BECAUSE C SPIRE DOES NOT CONTACT RESIDENTS BEFORE WORK STARTS, WORKER MAY BE EXPOSED TO RECENT APPLICATIONS OF PESTICIDES, FUNGICIDES, AND HERBICIDES.* BECAUSE RESIDENTS IN SUBDIVISION ARE NOT NOTIFIED PRIOR TO WORKERS ARRIVAL, EXTENSIVE IRRIGATION SYSTEMS IN MAJORITY OF YARDS CANNOT BE MARKED. IN CASE OF 1ST CREW IRRIGATION MARKER WERE PLACED AND THEY AND THEY DAMAGED ANYWAY & TOOK ALL THE HOME DEPOT IRRIGATION MAKERS I PLACED & REUSE.* RESIDENTS ARE NOT NOTIFIED BY CITY OF ****** WHICH PUBLIC OFFICIAL IS RESPONSIBLE FOR AUTHORIZING WORK. * 2ND CREW DRUG CABLE LINES ACROSS 30 FEET BEYOND THE UTILITY EASEMENT INTO THE YARD W/O KNOCKING ON DOOR.* 3RD CREW ARRIVED TO DIG OUT THE BOX THAT WAS INSTALLED BECAUSE THE 1ST BOX INSTALLED WAS TOO SMALL. 3RD CREW WAS POLITE, EXPLAINED C SPIRE INSTRUCTED THEM TO DIG OUT A HOLE IN SAME AREA AND REPLACE THE BOX.

  

  Business Response

  Date: 08/06/2025

  The address on the form is not in a C Spire area. Is there another address that is the actual location for the issue? Our Fiber Team has tried contacting the mobile number on the form 3 times. Is there another contact number to call?

• Initial Complaint

  Date:07/16/2025

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Cspire refuses to transfer my phone to a new service provider. I want to transfer my phone number to ************

  

  Business Response

  Date: 07/18/2025

  We understand your concerns regarding the transfer of your mobile number to a third party and appreciate your attention to this matter. As discussed during our conversation on July 16, the port request submitted by the gaining carrier was rejected due to an incorrect mailing address. For your protection and to prevent fraudulent activity, the address on the port request must match the one we have on file. If the gaining carrier is unable to update the request with the correct address, you may visit your local C Spire store with a valid photo ID. Our team will be happy to assist you in releasing your mobile number directly. Please dont hesitate to reach out if you have any further questions at ************. 

  Customer Answer

  Date: 07/18/2025

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: 23608860

  I am rejecting this response because: 

  yesterday, I went in person to the cspire store to show my ID per ****************** instructions. I then resubmitted my number transfer, to which cspire has still not allowed the transfer. Please allow the transfer, I have done everything required of me by cspire. 

  Regards,

  ***** ********

  

  Business Response

  Date: 07/21/2025

  We have confirmed that your mobile number has been active and released to the gaining carrier since July 19.

  Customer Answer

  Date: 07/21/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

  Regards,

  ***** ********

   

• Initial Complaint

  Date:07/05/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Started installing CSpire the beginning of June. The line was cut so the technician spliced it and ran a line around the house. The line is still sitting there. I have called several times and a supervisor will not call me back. I have several of the calls recorded requesting a call back and information. They have not contacted me or installed the line. I bet if I didnt pay my bill they would do something. I dont think I should have to pay until they install the line. I have gone in their system and put 3 complaints since Tuesday. I believe everything goes into file 13. No one cares.

  

  Business Response

  Date: 07/11/2025

  Thank you for contacting us regarding your concern. We contacted our fiber department to address you issue and they have confirmed resolution. If you have any further questions, please our fiber team directly at ************. Thank you for your patience while we worked to resolve this issue.

• Initial Complaint

  Date:06/27/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Im extremely frustrated with the misleading information and poor communication Ive experienced since starting wireless service. When I signed up, I was told ** receive $650 in credit, not up to $650, and that I wouldnt have a bill for a few months, allowing time to pay off my **** account. I was never informed I needed to submit a form to receive the credit. I only learned about this recently and submitted the form yesterday.I also have home service with C Spire on ******* and assumed my wireless account would be integrated. I wasnt told to add wireless separately in the app, and I never received a bill by email or text. My phone was disconnected two days ago without prior notice. I was told my email wasnt verified, but C Spire has my email from my home account, which was used to set everything up.I switched to C Spire to combine services and save money, not to be hit with a $254 prorated bill without warning. I called and spoke to Nae, then a supervisor ***, and asked for the prorated amount to be waived but was denied.On 6/27, **** told me my ******* S25 would cost $899.99 over 36 months, but the app shows I owe over $1,000, and I was told $1,026.63 would be due if I canceled. This billing is unclear and inconsistent with what I was told.Given the confusion, lack of transparency, and inconvenience, I no longer wish to continue service. Im requesting all remaining fees be waived so I can switch providers without further penalties.Please escalate this matter. I need a resolution as soon as possible.

  

  Business Response

  Date: 07/12/2025

  
  
  Thank you for reaching out. We understand your concerns regarding the recent activation of your account, and wed like to clarify the details of the promotional offer and billing expectations. You were advised that you are eligible to receive up to $650 in credits to assist with switching from AT&T, based on the remaining balance owed on your previous account. To receive this credit, you must maintain service with us for 60 days. After receiving your final bill from AT&T, you can submit it for reimbursement. Once your submission is approved, the credit will be applied to your account.After the credit is applied, you will not owe a bill until the credit is fully used. Additionally, youll need to create an online account to manage your wireless service. The current plan you selected does not qualify for bundling discounts. Your first bill may include one-time proration charges depending on your activation date and your billing cycle. Regarding your device, you received $300 in trade-in credit for your previous device. You are receiving $899.99 off your current device, applied over 36 months. If you choose to disconnect service early, you are responsible for any remaining balance on the device. For further assistance, please contact us at ************.
  

  Customer Answer

  Date: 07/14/2025

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: 23529328

  I am rejecting this response because: I requested a call back after I spoke to ******* because I still was having service issues after we spoke. No one has called me from IT yet

  Regards,

  ******* ******

  

  Business Response

  Date: 07/15/2025

  Thank you for reaching out to us. We understand your concerns regarding the recent issues with your service. As discussed during our call on July 14th, we performed troubleshooting on your device, which included resetting your network settings and enabling data roaming. After monitoring the situation for 24 hours, on July 15th, we confirmed that your service issues have been resolved. Should you require any further assistance, please dont hesitate to contact us at ************.

• Initial Complaint

  Date:06/19/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  About two months ago, I took my 70 year old mother into Cspire located in ****************. She's been with Cspire for over 15 years. She needed a new phone. She had been experiencing serious malfunctioning with her previous phone. ************. Since she's up in age I try to assist her anyway I can. On this particular day she brought her 18 year old granddaughter with her. ** ******,along with myself ** ****** ********-****.All of us have phones. I've been with cspire for almost 20 years. I don't know if either of us will remain cspire customers. My mother was the only one that needed a new phone. Cspire had a special at that time buy one get one FREE!! My mother didn't want a high tech phone She just wanted to be able to communicate with her family and friends. I'm a retired disabled veteran and my mother is on fixed income. The young man stated he needed to see my neice driver's license, to be able to receive the FREE PHONE. I asked him was he running a credit application and he replied no account number *********** (**.******) my *****. I could've easily added my mother to my account ************ and got a better deal for the amount of those phones. My 70 year old mother just needed a new phone, instead we got two phones with a bill of ******. Technically my mother didn't get a phone my neice did. Because they put those phones under my neice account. The young man instructed her to go outside to swap out the stem card. My neice was more familiar with that.l, and she did. My mother pays ***** for her phone every month. Something wasnt free, the young man gave us miss information and took complete advantage of our lack of knowledge. The only thing he was suppose to do was sell her a phone. Is this how Cspire treats senior citizens, disabled veterans, and teens? I'm appalled by the technique and tactics used. I'm over 50 myself and I've upgraded on phones. He created extra bills for them both, which they didn't need. ****** hasn't been paid. Please note.

  

  Business Response

  Date: 06/19/2025

  Spoke with ****** ******** was provided detail on visit to ******* Retail for assistance with mother's device. ****** stated her mother and niece went into store with her for assistance with mother's device. While in retail store ***** was offered a promo to buy a device receive one free. ****** states her mother already had an account and there was no need for niece to establish an account. It has been advised to ******, that due to devices/billing in niece's name we would not be able to discuss account with her. ****** was very understanding of this matter it was advised we would contact niece to answer any questions.

• Initial Complaint

  Date:05/20/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been trying to cancel Cspire since January 2025 but they refuse. I have moved out of state, since January and have a different carrier but Cspire has locked me out and still billing me for a phone number that has been changed. My grandson, ***** **********, who is on the account, has also been trying to cancel Cspire but they wont let us go! I have emailed them documents of my Ms. ******* license, notarized, like they asked, but still they havent canceled. They have been billing me for 5 months now! Please help!

  

  Business Response

  Date: 05/20/2025

  Customer has been contacted, and issue is resolved. Further contact will be processed through us for closing bill cycle. Thanks

• Initial Complaint

  Date:05/17/2025

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  After many years of service we’ve decided to switch to a different company due to poor service and CSpire refuses to unlock a phone that has been paid in full. After numerous attempts and speaking to a million people, the phone remains locked with no assistance. Everyone we’ve spoken to says that it will be unlocked within 24-48 hours and it’s been three weeks with multiple attempts and different representatives and still the phone remains locked. It’s ridiculous.

  

  Business Response

  Date: 05/20/2025

  (May 19th) Spoke with ******* *****,
  states attempted to port out ********** on April 25th. Explained to
  *******, port system sent two (2) text messages to device to confirm port out.
  Both port request timed out and new carrier canceled ports. ******* states
  IPhone  13 Pro Max still shows device locked in settings. Advised to
  customer, I would submit request to have device unlocked and follow-up on
  Tuesday, May 20th. 

  (May 20th) Voicemail left for *******, advised that IPhone 13 Pro Max ******************** has been unlocked to use with new carrier. Voicemail also provided callback numbers if there are any additional concerns or questions. 

   

   

  Customer Answer

  Date: 05/20/2025

  
   

   Complaint: ********

  
  
  

  I am rejecting this response because:

  I did receive a voicemail with a message that the device had been unlocked however the phone is NOT unlocked. I attempt to return call and left message to Andrea. Again, the device is NOT UNLOCKED. I have been told this device is unlocked numerous times and it is locked.

  
  
  

  Regards,

  
  

  ******* *****

  
  
  

  
  

  
  

  
  
  

  

  Business Response

  Date: 05/21/2025

  We have verified with device team that IPhone 13
  Pro Max IMEI#*************** has been unlocked in our system as of May 19th.
  Screenprint attached from CSpire's system showing device has been unlocked. ******* can contact Apple Support for further assistance on verifying reason device continues to show IPhone is not unlocked. 
  

  Customer Answer

  Date: 05/21/2025

  
   

   Complaint: *******

  
  
  

  I am rejecting this response because:

  
  
  

  As of May 21,2025, the IPhone 13 Pro Max with IMEI number *************** remains LOCKED. This is a CSpire carrier issue, not an Apple issue. I am unable to transfer carriers now with this device because CSpire has it locked. Considering this phone had been paid off, this is theft. CSpire continues to give me the run around sending me to different people who claim the device is unlocked when it is in fact STILL LOCKED.

  Regards,

  
  

  ******* *****

  
  
  

  
  

  
  

  
  
  

  

  Business Response

  Date: 05/21/2025

  Unlock request for IMEI#*************** was sent to CSpire's Central Triage Department to confirm device had been unlocked in our system. Per CT's response: Device was successfully unlocked. Screenprint from Central Triage attached to confirm unlock. 

  Customer Answer

  Date: 05/22/2025

  Better Business Bureau:

  
  

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I will never do business with this company again and I will tell everyone I know the same thing. This issue should have been solved weeks ago when the complaint first came to the attention of CSpire. They instead decided to wait until I made a formal complaint with BBB to do anything.

  
  

  
  

  
  

  
  Regards,
  

  
  

  
  

  ******* *****