Complaints
This profile includes complaints for C Spire's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 114 total complaints in the last 3 years.
- 39 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:04/03/2023
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 Phone was ran over I took it to Cspire to have a repair or replacement issued. 3weeks later My phone has not been replaced or repaired. I was told today that the repair tech was out of the country and I needed to turn off find my phone this is 3 weeks after I dropped my phone off. I paid for insurance and apple car. I still do not have a replacement phone nor is mine fixed. I want a new phone and I want credit for the time they have had my phone
Business Response
Date: 04/05/2023
Thank you for contacting us regarding your concern. The market manager of the store location has contacted you regarding resolving the matter. If you have further questions please don't hesitate to contact us.Initial Complaint
Date:03/28/2023
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.
Been a long time Cspire customer since Cellular South so I'm incredibly disappointed to see the company in this state when their great customer service was what set them apart. I would much rather support a local company than another wireless/internet provider.
On 3/27/2023 I attempted to file a claim on my Galaxy Flip Z3 through the website which directed me to another website that handles the insurance claims. Upon entering my information the website displayed that the phones currently insured on the cell phone plan were phones that were purchased back in 2018. This was a little alarming to see that the insurance being billed monthly for 2 lines did not even cover our current cell phones but rather phones we switched from back in 2021.
I drove to cspire (369 Ridge Way, Flowood) to try and get this resolved and things worsened. Upon entering the store I was greeted with a halfhearted mumble from one gentleman and after an "excuse me?" and another mumbled greeting I just went ahead with explaining my problem. This representative was honest about about not knowing what to do when looking at the computer to see my phone was not insured but I was still being charged an insurance fee so he got the manager. The manager dismissed me immediately telling me the website I was directed to through cspire (likewize) was not correct and to call the number because he could do nothing for me. I called the number (still likewize, the MANAGER didn't know) from my vehicle outside of the store and was told I had to speak with cspire because my current phone was not listed (just the 2018 phones).
I went back inside, manager was hurrying out. Another rep came to help me as every other employee crowded around the front door talking about somebodies dog and relaxing while he went in the back to make a phone call. Begrudgingly they updated the insurance.
"customer inspired" it appears is no longer the case. Looking at changing cell/fiber service. (was great internet)Business Response
Date: 04/03/2023
Thank you for reaching out regarding your concern. Per our conversation I resolved the issue with the insurance not displaying properly in the system and escalated your concerns to to the management team at the store location you visited.Initial Complaint
Date:03/17/2023
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.
On December 20,2022, I purchased a IPhone 13 Pro Max on a promo from cspire and I was only supposed to pay $5 a month. I reached out to them regarding the issue, and they said they couldn’t apply the promo because my account was past due. Okay.. paid the balance, and promo still was not added. I reached out for further assistance and their response was “we can’t apply the promotion due to it being past the 60 day time frame” so they took my money and falsely added me to a contract that I didn’t originally agree to. I have the emails for proof on what I agreed to.Business Response
Date: 03/21/2023
Thank you for contacting us regarding your concern. I have reviewed your account and reached out to the appropriate department to have your promotion applied. When your bill comes out for April, you will notice a credit for 4 months for the time you did not receive the promotion and going forward you will receive a monthly credit that reflects your promotion for the remainder of the 36 month installment. If you have any questions please feel free to contact me at 601.********. My name is *****Customer Answer
Date: 03/21/2023
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:03/17/2023
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 CALLED CSPIRE TO DEACTIVATE AN ACCOUNT JANUARY 2023. I TOLD THEM ONLY KEEP THE LINE OPEN 24 HOURS SO # COULD BE PORTED. (this was a friend who used my account I was closing, I have another carrier). They've told me b/c I never used the word disconnect I owe 2 months of service where not 1 call was made, 1 text nor ANY data. BUT they're going to use this for training purposes. It's miscommunication and the rep didn't do her job. The calls were recorded.
I do not owe this due to their rep not explaining correctly or noting the acct.Business Response
Date: 03/24/2023
Thank you for contacting us regarding your bill concern.
After reaching out to you to confirm the mobile number in question you informed
me the number did not port to another carrier as the complaint indicates. If this were a port out, the
number would have automatically disconnected, and a request to disconnect the
service would not have been needed. We pulled the call that came in and no one
ever requested to disconnect the line which is why it remained on and the charges continued. The charges
that are billed to the account are valid and a credit will not be issued.Initial Complaint
Date:02/28/2023
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 was purchased a phone at promotional price and wasn’t informed that if I want to pay off the phone I would have to pay full price. I went to pay off the phone and it charged me over $600 to pay it off. This was very misleading because I wasn’t informed that I would have to pay full price for an early pay offBusiness Response
Date: 03/03/2023
Thank you for contacting us regarding your concern. Unfortunately, we are unable to adjust the bill for valid charges. On page six of the installment agreement (RISA) you signed explains the promotional credits are provided monthly as long as you keep the agreement the full 36 months. I'll be more than happy to email you another copy of your signed agreement if you no longer have it available to review.Initial Complaint
Date:02/14/2023
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.
CSPIRE hit my sewer line when installing fiber optics. They attempted to repair the sewer line but it is still leaking. I called them again around January 31, 2023 to fix the sewer lines again. They dug up the yard and damaged it and the sewer line is not repaired. I am seeking for them to fix the sewer line and repair my yard.Business Response
Date: 03/02/2023
Thank you for contacting us regarding your damages. Teams have been dispatched to repair the damage. If you have further questions regarding the damages or if something has not been repaired to your satisfaction please don't hesitate to reach out to your direct point of contact.Customer Answer
Date: 03/02/2023
Complaint: ********
I am rejecting this response because: the Job was never completed. The did not repair the leak nor did they repair the yard. The conditions are the same to date.
Regards,
******* ********
Initial Complaint
Date:02/11/2023
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.
1/18/23
I financed a phone for 629.99.
The website said my trade in credit of $200 was to be applied to the balance of my phone.
After the credit not automatically applying to my device I contacted cspire to have them correct the issue. They put a credit of $200 toward my account and will not give me my device credit. I agreed to the device installment of 429.99 not 629.99.
Acc # **********Business Response
Date: 02/14/2023
Thank you for reaching out regarding your billing questions. I have called and left messages to discuss the bill however I haven't received a call back. I am showing where you are receiving a monthly credit of $5.55 off of your installment for the duration of your agreement which is for the $200 off received by trading in your old device. In addition to that someone has also placed a $200 credit on your account for the trade in as well. So you have received the $200 twice for the trade in. If you have additional questions, please contact me at you convenience at the number I have provided you.Initial Complaint
Date:02/09/2023
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.
December 20, 2022 I paid CSPIRE $156.60 for 4 cell phones and activation plus the first month of service, I made my purchase over the phone, I told the sales person I was setting up 2 phones on auto pay and I was not sure about the other 2 phones, I told the sales person the 2 auto pay phones were for me and my grandson and she said it would be $90.00 per month,on January 19 CSPIRE cut my grandson phone off I contacted them o February 9, 2023 and asked them what happened, what they did was got my phones confused and kept the wrong phone on and now they want me to pay them to put my grandson phone back onto my account they made the mistake but they want me to pay an add $39.00 dollars but they debited my account on January 19, 2023 for $77.49. CSPIRE took advantage of me om 69 years old and I trusted them, but I will not pay for them wrong phone the kept activated because of their mistake, I went to the i-55 frontage road location in Jackson,Ms. Thursday 2/9/2023 and they acted like I was a criminal, I have never been treated like this before. Please help me get my grandson phone back on I don't have a lot of money and at 69 years old I really have to watch how much I spend.Business Response
Date: 02/16/2023
Thank you for reaching out to us regarding your damage claim. I show where you have been in direct communication with a technician (Mrs. ********) and have been advised we are working to get this issue completed ASAP. We also have another tech that will be contacting you as well as coming to your home. Your open case number is ****************.Initial Complaint
Date:02/09/2023
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'm currently in a cycle with twelve days left on my current cycle which is already paid for. I have also prepaid 40 dollars for the cycle coming in 12 days. My phone is now broken and I do not want to continue services with this company. They will not refund me my 40 dollars for the next cycle which is not used and I'm not currently in the cycle.Business Response
Date: 02/13/2023
Thank you for reaching out regarding your concern. We hate to hear your device is broken. The good news is, as previously advised, you do have a coupon available on your account that will give you $70 off the cost of a new device. Unfortunately, per policy, refunds are not provided for payments on prepaid accounts. You do have the option to dispute the payment with your card issuer or bank for a refund.Initial Complaint
Date:02/07/2023
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.
C-Spire came into our neighborhood to put down line for the internet service they are going to provide. As a resident, I was not informed of any of the work. What is more, they dug an enormous hole that was outside of the easement. We had to call and inform them because they had not checked before doing the work. In addition to the hole that was illegally dug on our property, they dug three additional holes for a total of four holes. My yard was wrecked, and as a home owner, I feel like they were not considerate of us in the least. We will never use C-Spire after the way they have gone about this process.Business Response
Date: 02/08/2023
Thank you for contacting us regarding your concern. As requested, we will be closing your ticket after you were contacted by the Fiber team to address the issue.
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