Complaints
This profile includes complaints for C Spire's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 118 total complaints in the last 3 years.
- 46 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:02/28/2025
Type: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.
I acquired cell phone service with C-Spire around June or July 2021 and with my prepaid account maintained service with them until my final payment of $69.77 was made December 28, 2023 as of December 28, 2023. The charge for use of my Apple Watch on the account should have stopped. But on January 20, 2024 I have a charge in the amount of $13.92 in beginning February 28, 2024 I have a charge of $15.76, March 28, 2024 a charge of $15.76, April 30, 2024 a charge of $15.73, May 29, 2024 a charge of $15.73, June 28, 2024 a charge of $15.73, July 30, 2024 a charge in the amount of $15.73, August 28, 2024 a charge in the amount of $15.76, September 30, 2024 a charge in the amount of $15.76, October 29, 2024 a charge in the amount of $15.76, November 29, 2024 a charge in the amount of $15.76, December 30, 2024 a charge in the amount of $15.76, January 28, 2025 a charge in the amount of $15.76, all because they did not stop the charges and port over my Apple Watch to *******. These are fraudulent charges for a service that I was notreceiving from them and they owe me that money. I’ve already filed complaints with my bank to try and get the money back to no avail. I’m a single mother of three children, and I didn’t realize these charges were being drafted out of my account until I lost my job and startedreally watching my bank account and where I was spending money. It’s not fair that these big companies get away with taking advantage of everyday people especially people that can’t afford to be taken advantage of. Please help me get my money back. I can supply whatever documents you need far as proof that these fraud charges are owed to me
Business Response
Date: 03/14/2025
Thank you for contacting us regarding your billing concerns. The adjustment requested in the amount of $202.92 has been processed. The credit balance remaining on the account will be mailed to the address on file. If you have any questions, or need to update your mailing address, please contact us at ************.Customer Answer
Date: 03/23/2025
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:02/23/2025
Type: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.
On August 26, 2024, I received a quote for internet services for my business. Based on this information, I signed a three-year contract on August 29, 2024, instead of a one-year agreement, as the provider indicated that a longer-term commitment was necessary due to the higher-than-anticipated costs of delivering service to my location. However, after the contract was executed, the provider elected to withdraw, citing these same cost concerns.
I entered into this agreement with the understanding that all associated costs had been accounted for, and their decision to terminate the contract after it was signed is both unexpected and unacceptable. Furthermore, C Spire holds a monopoly on fiber internet in my area, significantly limiting my alternatives.
I would like to formally address this issue, as I believe the agreement should be honored.Business Response
Date: 02/26/2025
Per CSB Team, customer was contacted via voice and email. Email response was sent to customer as well as original contract that customer signed. Email correspondence from CSB attached.
Equipment and Contruction Costs – Payment
In reliance upon your agreement to receive fiber services, C
Spire will expend considerable capital expense to
commence deployment to your business.
• Customer acknowledges that the construction and
equipment cost to deliver C Spire fiber internet to
your business is significant, and Customer agrees to begin
paying for such cost through regular
monthly billing within 60 days after installation is
complete. Otherwise, full payment for the construction
and equipment cost will be due within 60 days of
installation.
Good Morning ****,
******* ****, Commercial Account Manager with C Spire
Business. I am reaching out in reference to your service order, ***********
which was cancelled 9/5/2024. Firstly, my apologies for the frustration this
has caused, every order that is placed is unique in the dollar amount that it
cost us in construction, materials, and labor to deliver each individual
solution and because the construction to build to your business were so high we
had no choice but to cancel the original project.
After every order is placed, a site survey is conducted to
verify the solution sold and the route taken to deliver the fiber circuit from
our splice point to the building especially if the order is placed remotely.
When the site survey was conducted for your order, unfortunately, it was
determined that the construction costs far exceeded the monthly rate originally
agreed upon. In these rare instances, we engage with our engineering,
construction, and finance teams to determine what the exact dollar amount for
construction would be and based on that number, an account manager presents an
updated monthly rate for the fiber circuit to the customer based on
construction costs as outlined in our Master Service Level Agreement (MSLA).
Based on the length of the build for your particular service
location, it was determined that the construction costs would be $18,610.46.
Because of the high construction cost, the updated monthly rate is $529/month
for 36 months for the fiber circuit; alternatively, you can choose to pay for
the construction costs up front to bring the cost of the fiber down to
$199/month. Furthermore, if you were to package in your Wi-Fi or VoIP phone
services with us, we could look into bundle pricing.Initial Complaint
Date:01/13/2025
Type: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.
Was charged for a "past due" bill as well a device "payout" after being told nothing was owed. Several people told me we owed nothing but then suddenly we did iwe money. We were trying to change carriers and the numerous people I talked to after telling them we were changing would change tone from nice and helpful to aggravated. We ran into road blocks repeatedly and it took us a week to be able to swap everything over. They are misleading people and could care lessBusiness Response
Date: 01/17/2025
Thank you for reaching out regarding the billing and deactivation process. We understand this is a great concern for you and were happy to assist you. When we spoke regarding this matter you requested a credit for the balance due. We did explain that the balance is a result of the remaining installment agreements for each of the lines you requested to deactivate. We trust this resolves your concerns. If you have any other questions, feel free to contact customer service.Initial Complaint
Date:12/28/2024
Type: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.
According to CSpire, the company does not have towers in my area so I can receive service. Therefore, I am not able to call or receive calls throughout the day when I am at my home. However, the service is not working anywhere no matter where I am. I have called several times to address the issue. However, CSpire refuses to work with me on this issue. Often, the service goes out when I am driving and I am not able to call out at all. So, if I ever get in danger I am not even able to call the police. It is very bad. The service constantly goes in SOS mode. And takes a long time to come out. CSpire claims to keep roaming on. But, even roaming causes drop calls, no one hearing me talk, a bad echo on all calls, constant hang up on very important calls, and bad static on all my calls. It is so bad that I pay $75 dollars per month for a service that I am not using for one day out do the month without issues. I need help and I feel like I should be reimbursed for all of the issues I have faced in the last six months for something that has been going on the past two years. And, the service is just getting worse everyday. The service does not even notify me of calls and my calls do not even show up as someone has called me. It ridiculous to have to be held in a service that does not work and I bought a phone that I am trying to pay off that will put me in a financial bind to try to pay off early.Business Response
Date: 01/15/2025
Contact was made with ******** ****** on January 15th, after prior callbacks were unsuccessful. Speaking with Ms. ******* she advised of device issue with dropped calls and poor coverage at home address. Customer stated that **** was replaced on January 8th and since that date approximately 15 calls have dropped with new ESIM. Customer stated she was at work and unable to continue with call. I advised technical support ticket would be submitted for further review. Ticket# WIRE0003216 was created and information was texted to customer as promised.
Per Technical Support: Customer was advised May 2024, home address is located in a sector split with very low range. Customer advised on call today with Tech Support, she was aware of coverage issues provided in May but has since had two additional network tickets submitted. Tech Support processed MIN change and reprovisioned ESIM to determine if this would provide better signal. Tech Support also advised customer to visit Corporate Store to try loaner device to determine if device may play a role in dropped calls. Customer declined option to visit store and stated she will switch carriers once device has been paid off.
Initial Complaint
Date:12/19/2024
Type: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 2 complaints. 1st i went into cspire around 11/20/24 to have a line cut off on my account. The line i was cutting off was tied to a phone that still had $280+ left on payments. 2 of the employees there told us we could transfer the phone to an existing # and still keep making payments and not have to pay the whole phone off immediately. Well phone bill comes in and it's $600+ because they lied to us and now we have an outrages bill that's due around Christmas! Then they tried to tell us that the employee that did it and (also charged $30 for a device swap) helped us that she was new and she didn't know any better. Um that employee has been there for years also why did every employee in store go to back and talk for 20+ minutes before telling us "they could do it".
2nd: your plans are a scam and is false advertising. Unlimited Hotspot? No it's Hotspot that uses your data and when its up and goes to "basic" you can't load anything ever. No matter how many bars you have. So you force people to buy a $85 plan cause it's supposed to be 75gb high speed data AND AND Unlimited Hotspot. But when that 75gb is out people are forced to buy "data passes" and yea your network info page says when it hits basic it's only so much speed but that's a lie. I can't even load Google with 4 bars. And NO WHERE does it say Unlimited Hotspot (using your 75gb and when runs out your cut down to 3g not even LTE) THATS FALSE ADVERTISING in my pictures you can clearly see that your "unlimited Hotspot" don't even work.Business Response
Date: 12/30/2024
Thank you for sharing your concerns
regarding the customer service experience at the Starkville store. We
understand your request was completed and it resulted in the remaining DPP of
$233.31 being charged to the account. We made several attempts to reach you and
were unsuccessful. The assistant manager of Starkville spoke with you to advise
that we were unable to move the installment balance from the line that was
disconnected and place it on the other line that is active on the account, we
could reactivate the disconnected line and move the remaining balance back to
the account and it will bill monthly as it did before and that option was
declined. We’re happy to work with you to get that line added back along with
getting the remaining installment balance set back up, however, we are unable
to move it to another active number on the account. If you have any other
questions, feel free to contact us.Initial Complaint
Date:11/28/2024
Type: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 boyfriend and I tried switching over to cspire from T-Mobile and we had everything ready for us to go pick up the phones but he couldn't take off work to go so he had called them back and added me as a authorized user so I can pick up the phones. We live in ************************* and the closest store to pick up at is in ********** *** which is almost 2 hours there and another 2 back. I had a friend with me when I went who is also a cspire customer. When I arrive at the store, I take my driver's license in with me. They ended up calling their credit department and once they got off the phone they told me that since we are new customers and I'm an authorized user on the account and I had my boyfriend on the phone they told me that since we just started the account the day before with it not being 45 days active I can't pick up the phones for us and I told them that I had him on the phone and they still refused to give me the phone so I went out to the car and called c spire customer service they told me that the *** passed a law in June this year and that was the law that nobody can pick up the phone unless it's the account owner since the account has not been active for *************************************************************************************************************** they can't mail the phones that my boyfriend has to go in and pick up the phones because it's a new account I have been getting nothing but the runaround and we are both tired of it so please someone give me some answers or help me somehow.Business Response
Date: 12/03/2024
Good afternoon,
The customer has been contacted to advise the original order was cancelled and refunded for the amount of ******. Customer asked to do a new order however no one has been able to reach them on the contact number provided of ************. If the customer still wishes to place a new order, please contact our **************** at **************.
Initial Complaint
Date:11/21/2024
Type: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 had c spire wireless for 2 years. I left to go with a better carrier. I was on auto pay. They sent me a past due bill for ****** there was nothing on past due because I had been on auto pay. I called them today and asked them to remove me from auto pay and they refused to do it. I told them send me a bill for the remaining amount and I would pay them.Business Response
Date: 12/02/2024
Thank you for sharing your concerns regarding your billing.The current balance is $158.00. For the security of your account, you were advised to visit a local C Spire store, as you were unable to verify the **** Pin via phone due to the account being deactivated. Once your account was validated, a ticket was submitted, and the autopay was removed on November *******. The current balance of $158.14 is a combination of the remaining installment balance of $142.19, the device protection of $10.34 and taxes of $5.61.Initial Complaint
Date:11/16/2024
Type: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.
Why should customers have to pay almost a $100 a contract just to be able to have hotspot. Why should we have to pay more to use our own internet that we already pay outrageous prices for just a certain amount of gigabytes every month.Business Response
Date: 11/19/2024
We did not receive an answer on the contact number for the follow up attempts made. We have 2 options for hotspot access. A device for hotspot or using your mobile phone to tether. A compatible phone and plan has to be in place to allow this function on a mobile device. Plan prices vary. To discuss plan or device options, we can be reached at ************Initial Complaint
Date:11/11/2024
Type: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.
My mother, ***** ******, died on 12/19/2023. As Executor of her estate, I left her Cspire internet/phone service active while we are selling her house. On October 1, 2024, I called Cspire and advised them I wished to discontinue service at that time. I was told to return the leased equipment (internet modem) to a Cspire location. On October 2, 2024 I returned the equipment to the Madison Cspire store (receipt attached). I called Cspire back and had the service discontinued (on October 2, 2024). Later that month I received a bill for the FULL billing cycle even though service was discontinued in the middle of that cycle. I waited for a prorated bill to arrive. I received a prorated bill for that partial month (final bill) in November. It included a $10 late fee (even though I had no idea what the prorated amount owed would be until I received that final bill). I paid the final bill MINUS the $10 late fee prior to the due date on the final bill. I now find online there was still an outstanding balance of $10 (late fee) on the account. On 11/11/2024 I called Cspire to inquire and have the $10 late fee removed. I spoke to a representative who said he had taken care of the late fee and it was removed. I logged back into the Cspire site after this phone call and now have a $100 balance due. I called Cspire back again to inquire about the new $100 balance due. I was told now it was for non-returned equipment. All equipment was returned on October 2, 2024 and this new equipment fee was never mentioned in the call to customer service 10 minutes prior where the late fee was alleged removed.
I had a final bill of $61.89 for which I paid $51.89. I have a receipt for the return of the equipment and have no idea why there is now a $100 balance due on the account and want the account set to $0. It should not be this hard to close an up to date account of a deceased relative and am very disappointed in Cspire.Business Response
Date: 11/12/2024
Good Morning,
The account referenced was the home services and the balance has been cleared. Please accept our sincerest apology for this oversight.
Customer Answer
Date: 11/12/2024
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:11/07/2024
Type: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.
C-Spire constructed new fibewr lines in my neighborhood and dug up grass that was not replaced as it was before their construction. Their company webpage says "If you dig in my yard, will you put everything back like it was? Yes, we will make sure that any grass, flower beds, or other parts of your yard are back exactly the way we found them once the construction process is complete." I filed a property damage complaint in October. Today (11/07/20245) ***** ******* (Field Project Specialist) called to tell me that their work in my yard was up to their standards and all new "flower pots" were set to grade. I cannot mow the area they disturbed without scalping all the lawn around their work because it is not flush with the surrounding grass. ***** called from ************Business Response
Date: 11/26/2024
Mr. ******* has been contacted by Fiber Construction Manager and advised that flower post was installed according to company standards. It was also explained that raising the flower pot the height of his grass (2 inches) would create a tripping hazard. Picture has been attached.Customer Answer
Date: 11/26/2024
Complaint: ********
I am rejecting this response because: As shown in the attached photo, the box installed across the street is correctly installed at grade. Installing at grade does not create a tripping hazard. In fact, installing far below grade as C-Spire's contractor did creates a triping hazard by leaving a large hole in which a foot can fall. If AT GRADE, there would be no tripping/falling hazard. I am not asking that it be lifted to turf height, simply AT GRADE as others in the neighborhood were correctly done. If this is not corrected consistent with the levels across the street, all future personal injuries resulting from falling into the hall (most likely twisted ankle and the injuries that occur from this type of fall) will be the responsibility of C-Spire. A C-Spire representative should meet with me to walk the street to see how other boxes were correctly installed, yet mine remains a hazard.
Regards,
****** *******
Business Response
Date: 12/09/2024
Thank you for your feedback. As requested, we had someone to come to your home to take a look at the issue. We have received confirmation that the work has been completed. If you have any questions, please feel free to contact us.Customer Answer
Date: 12/09/2024
Better Business Bureau:
I have reviewed the updated (Dec 9, 2024) response made by C-Spire in reference to complaint ID ********, and find that this resolution is satisfactory to me. A C-Spire contractor (*** *********) made my requested construction repairs today. *** *********' work today was exactly as requested.
Regards,****** *******
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