ComplaintsforC Spire

• Initial Complaint

  02/21/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Upgraded my phone and plan in Nov. on website. new phone would not activate because they had added a new line and # to my account. Dont know how that even happened. Called them immediately and was told they could not delete line and I had to go to store. Am travel nurse so not home much. Went 2 times and was told mgr was not there. Called customer service again and they refused to do so. Will have me paying $80 monthly for 32 more months.

  

  Business response

  03/06/2024

  Thank you for contacting us regarding your concern. As discussed, an upgrade was not completed when you attempted to upgrade your existing line on our website. A new line was created. I provided you with your options available (disconnected the existing line and keeping the device promo on the new line or disconnecting the new line and the full cost of the device would bill to the account and you could activate it on your existing line.  However, you advised me that you would visit the local store the following day to see the manager.As of now, that has not been done and both lines remain active on the account. 

• Initial Complaint

  02/07/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Yes on January 24 i went in to cspire to make payment of 200 i used my cash app debit card which i had did before with no problems however this day the payment was made deducted from mu card immediately and the sales person said it didn't show up as payment made,so the manager said it was error money should be back on card 24 to 48 hours it never came i they then told me ot was cash app to file dispute which i did cash app denied it due to they said transaction was complete on there end it went to cspire they sent me emails showing transaction id and there was no error it was paid to cspire to this day still no credit or refund from cspire they keep giving me run around i have went in store they said regional manager was going to look into it,as of feb6 they saying it didnt come nothing i can do so i wanna know who got the 200 dollars..please advise

  

  Business response

  02/12/2024

  The manager of the Customer Advocacy department contacted customer regarding payment of $200.00 that customer stated was taken from her Cash App card on 1//24/24 @ the Byram store. Explained upon further review the payment was not successful and therefore was not posted to her C Spire account. Customer stated that Cash App shows C Spire has the $200.00. Unfortunately, upon her payment review it shows the customer normally pays an amount of $295 - $303 monthly around the 23 or 24 and the payment of $200.00 is not applying. Advised she will need to speak with someone higher at Cash App to discuss the payment. We are unable to refund something that was not taken from her account. Advised if it was pending she would receive those funds back. 

• Initial Complaint

  02/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  C-SPIRE sub contractors dug through my front yard to install underground cable without properly covering and compacting the top soil and planting back the grass they removed . They also did not secure the concrete covering on the underground hole they dug, a major hazard. Please see the attached pictures. . This is the second time this has happed. This behavior is unacceptable.

  

  Business response

  02/08/2024

  Thank you for contacting us regarding your concern. We have created a ticket with an updated contact number and advised that our construction team will be in contact with him soon, CONSDAMAGE-16471. If you need further assistance please don't hesitate to contact our fiber department at **************.

  Customer response

  02/09/2024

  [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

  01/30/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I was and remain an existing CSPIRE fiber customer. ********************** was advertising and still is that if you are an existing customer and sign up for **********************, you will receive a $10 a month bundled discount on your wireless plan. I signed up for wireless in July 2023 as an existing fiber customer. I received the bundled discount from July to October. Starting in October, CSPIRE stopped crediting my account the $10 discount and charged me a prorated fee instead of the discount. I have called every month from October-January to get this resolved. I was finally told today that I can no longer receive the discount unless I upgrade my fiber speed to a more expensive plan. My contract does not stipulate that I have to have a certain speed on my fiber account to receive the bundled discount for wireless, nor does CPSIRE's current advertisement on their website for the same offer stipulate certain fiber speeds to receive the discount. It states you only have to be an existing fiber customer and sign up for ********************** to receive the bundled discount. CSPIRE representatives are currently telling me there is nothing they can do to adjust my bill or refund the over payments I have made since October and if I break my contract for wireless, I will be charged an early termination fee. I have asked to speak to a supervisor and I have been told each time that the representative is relaying the information from a supervisor and there is nothing that can be done to credit my bill unless I upgrade my fiber to a more expensive plan, which is not in my contract, nor is it what is advertised by CSPIRE.

  

  Business response

  02/06/2024

  We hate to see you canceled your service due to not receiving the bundle discount that involves your wireless cellular and fiber services. Unfortunately, we are unable to waiver the wireless service agreement as the wireless service agreement states that you agree to finance your wireless cellular device(s) and have ********************************************* services with us for a period of 36 months. If this agreement is broken, you agreed to pay the remaining outstanding balance due for your wireless cellular device(s). 

  Customer response

  02/06/2024

  [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: 21222696

  I am rejecting this response because: 

  The complaint I made does not involve paying for my wireless device in full. My complaint is that I signed up for wireless in July 2023 as an existing fiber customer. I received the bundled discount from July to October. Starting in October, CSPIRE stopped crediting my account the $10 discount and charged me a prorated fee instead of the discount. I have been overcharged on my wireless account for the last 4 months. I canceled my wireless service with CSpire because the company would not honor my contract and discount $10 a month from my wireless bill for bundling fiber and wireless. 

  Regards,

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

• Initial Complaint

  12/07/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  After many years of using CSpire for cellular service, I closed my family account in June, 2023, paying the remaining balance in full. On November 29, I received a letter by mail from a debt collector. The letter claimed that I owe CSpire $55.24. A call to the debt collector for addition information on the debt claim, specifically to request a copy of the invoice to prove the debt, provided no detail. It didn't have any additional information. I called CSpire directly. It's representatives, from both the customer service and debt collection departments, were also unable to provide copy of the invoice that demonstrated the balance owed. The last person I spoke to said that if I wanted a copy of the invoice, I had to drive to a physical store location to request, citing security concerns. After the last payment was made for the remaining balance, I received zero notifications from CSpire of an outstanding balance. There was no email, postal letters or phone calls; no attempt to work directly with their former, "highly-valued" customer of over ten years. The first notice of an outstanding debt comes from a debt collection agency four months later. Posting an outstanding debt without notifying the debtor, to include turning over to a collection agency, is absurd. Such a policy is at the very least an unprofessional, lazy business practice, and leans towards a deliberately vindictive attitude considering the potential impact to a person's credit score.

  

  Business response

  12/07/2023

  Thank you for reaching out regarding your billing concerns. I have enclosed a copy of your final bill. Your charges consist of the final installment payments on two lines as well as your taxes and regulatory fees. If you have questions regarding your final bill please don't hesitate to reach out to our collections department. The final bill amount can be paid directly to Cspire in our collections department  and your file will be updated with the collection agency and closed. Their number is 1.************ M-F 8 AM to 5 PM CST.

  Customer response

  12/07/2023

  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

  11/13/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I bought a accessories item for my device(Charge cord), but was not as advertised cause it did not work on my phone, but it was advertised for a device like mine, but was too large and made for another phone even though it was advertised for my device. So I sent it back (Cspire furnished a return label), and I chatted with a rep on November 4, 2023 about it on Cspire website and I returned it according to the instructions sent to me with the return label in email. I received a phone call on November the 5, 2023 from a cspire rep stating the charge for the item had been removed from my account billing (It was charged to my account), but I see there is another charge (most recent bill November 12, 2023), for $10.69 that I did not authorize and there is "NO" explanation for the charge. I am not paying that. I Have tried to reach out to a rep to no avail. Order # ********** was returned and my account should be credited for the "WHOLE" amount, not partial as the merchandise "Did not fit", and not the customers fault....

  

  Business response

  11/16/2023

  Thank you for contacting us regarding your concern. As previously advised, your original order totaled $40.64 and included $27.99 for the cord, $9.99 for shipping and $2.66 for taxes for the cord and shipping. We provided you with a return shipping label at no charge and when we received the cord, we credited your account $29.95 which included the price of the cord and tax on the cord. We do not refund shipping charges in cases such as this.

  Customer response

  11/16/2023

   

   Complaint: ********

  I am rejecting this response because:

   

  Cspire sent me the wrong accessory, it did not work on my device (as advertised),  I sent back the part with a "Pre-paid label" provided by Cspire, and the customer should not have to pay for return shipping when it was the companies fault for sending a part advertised to work on my device, but was made for another device and "Stocked" in the wrong department.  It's just part of doing business to not charge the paying customer for something the company did not do right and sending it back, period.  False advertising for parts that do not fit/work on devices is bad for business and I am "Not" going to pay the $10.69 shipping.  I will pay the regular bill of $65.00 per month but not the other and if need be we can settle it in court.  I can promise Cspire that going to court will cost cspire more money in the long run than the $10.69 in question....with attorney fees, FCC fines, court costs, etc.
  

  Regards,

  *** *****

  Customer response

  11/16/2023

  I will be changing auto bill pay at cspire, and changing the amount of payment through my bank so as to not allow cspire to automatically take the $10.69 out of my bank account when the bill is due. I will change auto pay preference today. I have had  service wiht cspire for over 21 years, same phone number, but now I am inclined to search for another provider. I will be submitting negative reviews about all of this on online venues is is my right according to the First Amendment to the US Constitution, (free speech/opinions clause).
  

   

   

  *** *****
  

• Initial Complaint

  11/06/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I've had C Spire since before it was C Spire. I have been having issues in the past month in certain areas of the Coast being dead zones. I've reached out to CS several times only to be told the same "resolution" of Restart your phone, reset your network settings. Of course none of this works since it's not just my phone and it's only in certain areas. This morning I had issue again where I could not text or call or reach customer support. When I left the dead zone I reached out to support to report this issue. While reporting the issue I noticed my data usage was very high during the time I had no data or any service. The agent said there was nothing he could do and that the map showed the 2 dead zones as good coverage. He also stated there was nothing he could do about the data being returned to me since the computer shows it was used. I asked how could data be used when I had no service. He offered me a free sim card with store pickup that I guess will fix the dead zones. I requested a supervisor and was told that wasn't possible. I asked for any way I could contact a supervisor and was told to call the ***** number. I'm not sure what happened to this company but they used to be big on customer assistance and now it's more of a "not our problem" kinda thing. I'm thankfully out of contract so will be moving on to one of the big carriers. Chat transcript ******************

  

  Business response

  11/16/2023

  Thank you for contacting us regarding your concern. I have contacted you and was unfortunately unable to reach you. While there is no way to return your data, if a data pass is needed we can certainly reimburse you for the purchase of a pass. Please contact me at ************ at your convenience to discuss this further.

  Customer response

  11/16/2023

  [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: 20831018

  I am rejecting this response because:

  Regards,

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

• Initial Complaint

  10/30/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have been with C-SPIRE for approximately 3 years. A family in *********** bought C-SPIRE relatively recently. I don't have service @90 to 95% of the time when attempting to make a call. I'm a veteran awaiting for the resolution of a 37 year old case that I filled in ****. It has been an uphill battle. Not only that but I have to order my meds from the VA pharmacy. Those are the most critical calls I have to make, however people trying to call ******** that they call and call and I never answer. That's because of the message that states " service unavailable". I pay month to month ahead of the service time. This never happened, not once before this family bought C-SPIRE in ***********.

  

  Business response

  11/03/2023

  Thank you for contacting us regarding your concern. We have attempted to contact you via the contact number provided, unfortunately, attempts have been unsuccessful.  Were happy to speak with you regarding your service concerns, please contact us at your earliest convenience on ************.

• Initial Complaint

  10/05/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  After my husbands death I went into the c spire store to change our phone plan to remove my late husband as the account holder and stop service to his phone. I purchased an Apple Watch to be able to contact my children when on ambulatory calls. I was placed under a contract for both my phone and watch that I was re-ensured by the employee was no contract. I have been charged for 2 contracts that now I will not be able to leave.

  

  Business response

  10/20/2023

  Thank you for contacting us to express your concerns regarding your apple watch. We understand you have spoken with the Regional manager on two separate occasions and the option to return the unopened watch and remove the installment agreement was presented and you respectfully declined that option. Unfortunately, we are unable to process your request for credit. 

• Initial Complaint

  10/04/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  In July 2023 I switched from cspire to ATT for better service and a cheaper bill. Cspire closed my account but I never received a final bill. I tried logging into my cspire account but it was closed so I couldnt even get in to see what I owed or how to pay it. I tried calling cspire with 611 but because I changed carriers it just called ATT. I assumed they would send me a bill but I never received one. Two days ago 10-2-23 I got a letter threatening to turn me over to collections if I didnt pay my final bill of $258 and some change. I called to try to set up a payment arrangement and explain I never received a final bill and was unable to sign into my account to see it. I didnt get a break down of what I owed or itemized to detail what the charges are for. Why is my final bill almost 3 times what I paid in one month for service? Cspire told me that u have until November 20,2023 to pay my final bill in full or theyll turn me over to collections. They wouldnt let me set up a payment plan or settle with me. I still dont know why I owe that much. In this climate of everyone struggling to feed their families I feel this company is being greedy. I got an email that my local store closed down. It seems to me way too many people are unhappy with cspire and leaving their service.

  

  Business response

  10/09/2023

  Thank you for contacting us regarding your balance concern. The charges are a result of the May and June bill charges as well as the remaining balance of the device you owed at the time you changed carriers. You can get a print out of your bill at any time in a Cspire store with picture ID so you can review what is being charged. The balance owed on the account is valid and no adjustments are due at this time. You can set up a payment arrangement if needed with out financial department by calling ************** Monday -Friday from 8AM to 5 PM.

*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. ↩