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

  4864 I 55 N Jackson, MS 39211-5504

  
• 

  C Spire

  14130 Highway 15 S Ste C Louisville, MS 39339-6452

  
• 

  C Spire

  300 N. Frontage Rd Ste 200 Meridian, MS 39301-6967

  
• 

  C Spire

  6633 Highway 45 Alt S West Point, MS 39773-9430

  

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:10/28/2024

  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.

  I terminated service with CSpire in May of this year due to cellular service (I had no service for the majority of the day, even though I traveled the main interstates and highways), excessive increasing charges every month with no change to services, poor customer service, no resolution to issues, etc. CSpire continues to charge me for service I do not receive from them 5-6 months after I terminated services with them. They have charged my credit card several times. I cant call them (as the threatening letter I received today says to do) because I do not have an account with ********************. I havt been able to access my account via the ******************** app from the second I canceled my service. The employee did not completely terminate my services although I have been to the store and attempted to call several ***********, after months of no communication from CSpire, CSpire sent me a threatening letter regarding collections for an account/services I do not have with them. The charges remain on my credit card. The employee did not complete the job as instructed during the 2 hours I commented between **** and CSpire to cancel my service with CSpire. I shouldnt be threatened (without prior communication OR AT ALL) regarding collections when I believed I paid all charges related to my previous carrier. CSpire sends me regular emails regarding a referral program, but refuses access to my payment history as well as to communicate regarding erroneous charges. Previously when I tried to handle this, I was told to call CSpire. CSpire will not talk to me. They say they have to send me a code to my phone. The codes never come through to my phone so they tell me I have to go to a store. My working hours dont permit me to go to the store. Today was the one opportunity I had and CSpires revenue assurance department was closed by the time I was able to get to a store. I was a customer for nearly 20 years and left because of the mishandling in many departments of C-Spire.

  

  Business Response

  Date: 11/01/2024

  Better Business Bureau Complaint ID ********
  ******* ******
  ************************************************************
  ************
  
  We have tried on 4 occasions from October 29, 2024 until today November 1, 2024 to reach the customer by phone. The first 3 attempts resulted in no answer from the customer and a voicemail message to the customer asking them to return our call. The fourth attempt resulted in no answer and receiving a message that the voicemail is not set up. Please see our research below.
  
  Upon review of your complaint regarding the billing charges associated with your account, we have deemed the charges are valid. 
  
  The May *******, monthly billing statement for $101.21 includes the charges accrued between April 12th, 2024, and May 11th, 2024. The mobile number ending in 5477 was ported out on May 29th, 2024, which is 18 days into the **** billing cycle. The payment amount of $101.21 was drafted in accordance with the amount due for **** monthly billing cycle. 
  
  The **** 11th,2024, monthly billing statement for $23.09 includes partial month charges of $7.37 for the mobile number ending in 5477 that ported out 18 days into this cycle along with the watch line on the account which was $15.72. This payment amount was drafted in accordance with the amount due for ****s monthly billing cycle. 
  
  The July 11th,2024, monthly billing statement for $15.72 included charges for the Apple watch line that was not disconnected until July 31, 2024. The payment amount of $15.72 was drafted in accordance with the amount due for Julys monthly billing cycle.
  
  The May, **** and July payments were disputed and charged back to your account on August *******, resulting in the total balance due of $139.36. 

• Initial Complaint

  Date:10/13/2024

  Type:Service or Repair 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.

  This phone was bought straight out with no contract online with a $100.00 trade-in. I got the phone on 10/01/2024 (almost two weeks).I got a *** Flip 2 phone from C Spire, and it will not export my contacts to the ** card. The user manual for the *** Flip 2 phone says, "To import/export contacts from/to memory card, Gmail, Outlook or Bluetooth" The only option the phone gave me, is to save it to the sim card. Who want to save it to the sim card, if they go to a different carrier with a new sim, they have no contacts, its all on the old sim. C Spire support (online) try to help me the same way the manual as it listed to do and then told me to take it the C Spire store. I took it to the store in **********, **. They did it the same way the manual and C Spire support had me to do. Then told me there nothing wrong with phone but the manual says, "To import/export contacts from/to memory card, Gmail, Outlook or Bluetooth" and there no option to save to sim in the manual. I never had a phone that could not save contacts to the ** card. I believe this phone is either defective or have corrupt software or been altered from the manual, for some unknown reasons. I was not even offer to warranty it.

  Customer Answer

  Date: 10/14/2024

  I got a call today(10/14/2024 from C-Spire, They told me HCL told them that export contract to SD card is no longer available for security reasons.

  I have also been in contact with HCL and they try to help me to export my contract to my SD card to way the manual says to do. They do not say anything about that it can't be done for security reasons.

  I do not except C Spire explanation and I will not close this case. Something is not right here.

  Customer Answer

  Date: 10/16/2024

  BBB, please close this complaint. I have a response from C Spire in reference to complaint ID ******** and find that this resolution is satisfactory to me.

  TCL need to update your owner Manuals.

• Initial Complaint

  Date:10/04/2024

  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 preordered a new cell phone in September 2024. I was charged a $116.27 fee. I was supposed to be sent a form for the order and for my signature. I never received the email for my signature. I was sent a preorder number **********. I never receive the phone. When I received my monthly bill, I was charged the $116.27. When I called them ,I found out the order was cancelled. I asked about the $116,27 credit. They said it would be credited on my September bill. It wasnt. I called again and they wouldnt list to my explanation. So I hung up. I have been doing business with this company for over 20 years. Would like to be created a little more with respect.

  

  Business Response

  Date: 10/04/2024

  We spoke with Mr. ******* on October 2nd due to Take It to The Top Escalation submitted. Information provided to Mr. *******: Spoke with AH, upset has not received IPhone 16 Pro. Explained to AH, order#********** placed on 9/17 was canceled due to RISA not signed. Due to RISA not signed within 24 hours order#********** was canceled. Advised although $102.03 was billed to account and appears as a charge - credit was issued on 9/22 to cover BTA charges. AH was advised that credit appears on page 3 of bill. AH failed to pay Aug bill $144.28 which caused double bill for Aug/Sept which have not been paid. AH became upset stated that was incorrect and would visit Retail to disconnect or port out to TMobile. AH ended call without warning

  Customer Answer

  Date: 10/09/2024

  I never received a bill for August. I never received the so called RISA to sign. If they cancelled my order for lack of signature on The RISA, who authorized the charge of $116.47 for devices on my September bill. 

• Initial Complaint

  Date:09/19/2024

  Type:Product 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.

  On September 17, 2024, I went to the CSpire store at ***************************************************************************** and purchased a cell phone The phone is a Galaxy A14%G ******* They put all my contacts from my old cell phone to my new one I phone and my numbercame home and attempted to call all my contacts to tell them of my new number. I was not able to complete calling all my contacts, because the phone will not let me call out. I have had sevral other problems, and when I call the store, they told me to come in the store and they will help me. That is a hardship to have to get somebody to drive me over to **********, and they do have an employee who lives in nearby ********, which is neaar me In addition to what I paid for the phone, I bought a new charger, too, which I needed I wish you would speak with the people at the ****************************************** store and have them to help me

  

  Business Response

  Date: 09/24/2024

  Spoke with ******* ******* on Tuesday, September 24, stated issue with answering new device ******* Galaxy A14. ******* recently started new service on September 17 at ********** Retail. ******* states agent transferred contacts from old device and showed him how to answer calls on new device. ******* is upset stating that once he returned home, he was no longer able to answer calls or receive voicemails. Review of account showed voicemail was not active and was offered to customer to be added - AH accepted feature being added. ******* states he wanted to return device due to not having the knowledge to work device properly. It was advised to customer that a note would be placed on account advising assisting agent to complete device tutorial and answer any questions related to CSpire account. AH agreed to this and stated he would visit ********** Retail later this week or next week. ******* was very thankful for callback - no other concerns or question. 

• Initial Complaint

  Date:09/12/2024

  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.

  C Spire severed the *** internet cable to my home while installing conduit in the neighborhood. The business is closing out the help ticket prior to internet being restored to my home and actions to restore internet has not been conducted in a timely manor. C Spire has not offered further assistance or compensation from the on-going disruption.

  

  Business Response

  Date: 09/16/2024

  Thank you for contacting us regarding your concern. Your complaint was reviewed by the Fiber Deployment Damage Specialist and as advised by Mrs. ********* Cspire has not been working in that area and we are not responsible for the damages. 

• Initial Complaint

  Date:09/02/2024

  Type:Service or Repair 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.

  Hi my Name is ************************* I was at C Spire and have an account with them I had a phone I returned to them that I got the day before they gave me my money back and said I was okay my account was close but when I went bck 3 months later I found out that the employee stole my identification bye using my the phone under my name he didnt return it and my account balance is ***** dollars they want me to pay it off but I dont understand why if the employee stole my identity

  

  Business Response

  Date: 09/06/2024

  Thank you for contacting us regarding your concern. You do not have a balance with Cspire. Your balance was cleared by our collections department on August 15, 2004 because your device was returned. 

• Initial Complaint

  Date:08/12/2024

  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.

  08/03/2024 $198.09 Up to six employees promised and guaranteed that I would receive credits on my account when I bring my last bill from my previous provider(T-Mobile). I was lied to and misled into thinking I was getting a good deal. Now I will have up to $1500 of debt to pay to T-Mobile due to negligence and misinformation.They have not tried to resolve problem at all.They said the ad was active on August 3rd.

  

  Business Response

  Date: 08/26/2024

  Thank you for your patience, ****. We understand your concern regarding the switch now promotion. We understand your concerns regarding the Switch Now promotion. Upon further investigation, we understand you spoke with the Vicksburg store manager, who expressed the qualifications and your interpretation of the promotion. To qualify for this promotion, you would need to have a qualifying credit score/class to approve be approved for this promotion. Should you have any other questions or concerns, please feel free to reach out to customer service at **************.

• Initial Complaint

  Date:08/08/2024

  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 mobile service with C-SPIRE and my bill is paid with auto pay. The amount for my service was taken out on yesterday however, CSPRE disconnected my service today 8/8/24. Each time I’ve tried to call the regarding this matter, they disconnect the calls. They keep hanging up on me. I’ve left a message for them to call me back and they refused to call me back. I’ve never been late or not paid Howe they are doing this to try to make it seem this way . I have verification that money was withdrawn from my bank account.

  

  Business Response

  Date: 08/22/2024

  Thank you for your patience, ***. We spoke on August 8, 2024, regarding the service interruption for your account. This was a direct result of the plan change from the 15GB plan to the 30GB plan that took place on August 7, 2024. Due to the numbers of days left in the billing cycle on your old, the prorated amount due was $10.16 as a requirement from changing to the new plan. As we explained via phone, a credit of $10.16 was applied to restore your services. We apologized for the inconvenience this may have caused. If further assistance is needed, please call us at 1.************.

• Initial Complaint

  Date:07/27/2024

  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.

  On June 3-7 I was in ************** and was told by C-Spire representative that I could use the hotel data and I would not be charged international fees. But when I call C-Spire about my bill I was told that my bill was $300.00. After speaking with a representative I was told that I had missed paying my May bill of $80.50 so I paid $160.00. I had stop getting paper bills but on Monday (7/22) I received a paper statement for $275.73. If my total bill was $300.00 and I paid $160 then it should be $140.00. I can count and subtract. Then I get a bill for $334.48 with a balance of $184.48 and a late fee of $10 and my monthly bill is $78.10. How do you get $91.25. After looking over my bill I am paying double for a $300.00. I have been a faiy customer with this ********************** for over 15 or more years and I have never had a bill this high. I am a senior citizen on fixed income and paying a bill in this amount is depleting my monies for my other bills. I also asked for a payment plan and they charge $10.00 to make a payment plan. I am very disappointed with this company and debating to change company. I dont mind paying my bill but this outrageous in these charges. Please help me resolve this phone issue about these charges.

  

  Business Response

  Date: 08/09/2024

  Thank you for reaching out regarding your billing concern. As previously advised, the balance on the account is correct and there is no adjustment due for the charges.

  Customer Answer

  Date: 08/11/2024

  I had my CSpire cell cut off after paying a $100.00 toward $275.99 bill. I paid that bill about a week and the next week my phone was cut off. I was told by the CSpire manager that if I paid something on my account then my phone wouldnt get cut off. The manager at CSpire on *************** an extension until 8/13 to pay $76.36 with a balance of $93.00 with a total of$175.38. This company has costed me to miss two bills trying to pay this bill. My son ************* had to cash app me $200.00 to pay the whole bill. I will never respect CSpire as a reliable company and planning on changing my service. I will never recommend this company to any of my family or friends.

  Customer Answer

  Date: 08/11/2024

  I had my CSpire cell cut off after paying a $100.00 toward $275.99 bill. I paid that bill about a week and the next week my phone was cut off. I was told by the CSpire manager that if I paid something on my account then my phone wouldnt get cut off. The manager at CSpire on *************** an extension until 8/13 to pay $76.36 with a balance of $93.00 with a total of$175.38. This company has costed me to miss two bills trying to pay this bill. My son ************* had to cash app me $200.00 to pay the whole bill. I will never respect CSpire as a reliable company and planning on changing my service. I will never recommend this company to any of my family or friends.

• Initial Complaint

  Date:07/26/2024

  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.

  7/26/2024
  I vehemently disagree with Cspire charging an additional $2.99 for paying a bill with a debit or credit card when this fee is not charged if making a purchase of a product. The company is using this fee to encourage customers to sign up for autopay (which is not right for all customers). They offer the use of a bank account for payment but Telecheck will not process all payments. Telecheck is refusing to process my payments as they claim I do not usually use my account in this manner. I have used my account in this manner without issue previously (within this year) yet they are refusing to process my payment. My checking account has been verified with my bank as in good standing and with nothing prohibiting the payment on their end. Either fix the issues with Telecheck's service or create a different option to offer without the fee that does not involve autopay. If someone were disabled and unable to go in person to pay their bill at the store, Cspire is going to force them to pay $2.99 to pay their bill if they can't/don't want to sign up for autopay and their only option is a card?

  

  Business Response

  Date: 07/31/2024

  Thank you for contacting us regarding your concern. I
  understand your question about this fee. 
  This is the amount that C Spire is charged for you to process onetime
  credit card payments. To continue offering you the very best prices on plans
  and devices, it's required that we charge this fee. The good news is payments
  made through a checking account, via cash in the Cspire store, or with
  automatic drafts, will not be charged the $2.99 fee. I do show where the
  representative you spoke with on the 26th waived this fee for you
  and advised you per Telecheck to try using your checking account again in 24
  hours. If your check payment is still unable to process, please contact
  Telecheck at 1.************. 

  Customer Answer

  Date: 07/31/2024

  
   

   Complaint: ********

  
  
  

  I am rejecting this response because:   The issue at hand is not only the fee. The fee itself had not previously been charged for the exact same transactions. Forcing customers to pay a fee all because other options are not feasible for them is not good business practice.  The second issue is the relationship with Telecheck. I have contacted Telecheck more than 6 times with no resolution. They refuse to release my payment to Cspire on the basis of, "You do not usually use your account this way," as if I never make payments with my checking account. That is not accurate. I use my checking regularly for bill payments, including a bill payment to Cspire the first month the fee was charged. The payment was successful that time. My bank has confirmed there is no issue with my checking account to prevent the payment from being issued promptly. Telecheck gives the same reason each time and I've requested to speak with a supervisor who has not returned my call. If that company is going to cause issues for your customers paying their bill, is there no other company who can process those payments? Also, let's hypothetically say someone with a disability cannot go into the store to pay and Telecheck denies their payment like mine has been repeatedly denied, you're going to charge them a fee to give you money? Cspire wants us customers to pay them to take our money. That's what it amounts to. 

  
  
  

  Regards,

  
  

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

  
  
  

  
  

  
  

  
  
  

  

  Business Response

  Date: 08/01/2024

  Thank you for your feedback regarding the payment processing fee. The payment processing fee is $2.99 if making a one-time payment with your credit or debit card.  We understand your concern and want you to know we provide many options to make the payment to avoid the $2.99 processing fee.  You may setup autopay with your debit card or checking account and you will not be assessed a processing fee. You also have the option to mail in your check payment. If your financial institution has the option for bill payment, that may be a viable option for you. If you have any other concerns, please feel free to contact us at 1.************.