Business Profile
Mobile Phone Service
Sprint Now Part of T-MobileHeadquarters
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Complaints
This profile includes complaints for Sprint Now Part of T-Mobile's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 4,634 total complaints in the last 3 years.
- 1,222 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:11/15/2022
Type:Service or Repair IssuesStatus: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 recently billed $58.80 for an international call made on my phone plan. I have had numerous calls internationally on my phone plan in the past and have not been billed. I reached out to Sprint to find out about the fee and was advised that it was due to the call being an outgoing call. I reviewed all documents on the website pertaining to my plan and nothing is documented about this fee. I have also reviewed the terms and conditions on my billing statement and nothing is outlined. If a fee is going to be applied to my account, that information should be easily accessible to consumers. Sprint is deceptive in their billing practices. Any fees should be clearly outlined on the statement or be easily accessible. I have used their chat option to get additional information on the fee and the agent did not direct me to where it could be located. I have asked for my plan information to be emailed that contains this information and have yet to receive anything.Business Response
Date: 11/28/2022
November 28, 2022
FILED ELECTRONICALLY
Better Business Bureau
12639 *************, Ste 200
*****, ** *****
Re: *******************
Your File No. 18406178
Sprint Account No. *********
To Whom It May Concern:
Sprint, now part of ******** (Sprint) is in receipt of the above-referenced complaint of ******************** Sprint regrets to hear about Ms. ***** concerns she may have had with respect to her account billing, as well as any international calling concerns. We appreciate the opportunity to respond.
To begin with, Ms. ***** Sprint account ending in **** was established on October 2, 2012, with one line of service subscribed to our ***************** Tax-Inclusive rate plan.
In our effort to provide clear communication about our devices, features, promotions and pricing, Sprint publishes an overview and our retail brochures, displays, partner stores, and website at www.sprint.com have not deviated from the published information.
As stated in our Terms and Conditions of Services, which can be viewed at www.sprint.com/termsandconditions, international long-distance and roaming rates for voice and data services are additional and will vary depending on the device, selected Services, and the availability of coverage. With respect, we would note that customers should always visit www.sprint.com/international or contact our international department for current rates prior to making calls outside the U.S., or traveling, as they are subject to change without notice.
Upon review of Ms. ***** call records, we determined that in November 2022, she was billed $75.79 for international calls to the **************. We confirmed that Ms. ***** plan billed at a rate of $3.00 per minute for standard international calls to the **************. Further, our records do not indicate ************ previously requested to add any discounted calling features prior to the noted calls being made. As such, we confirmed that the international long-distance calls reflected on Ms. ***** November 2022 invoice billed correctly based on her rate plan, as the ***************** plan she was subscribed to at the time, did not include discounted international calling. Upon our review, we were unable to identify a Sprint billing error.
In our effort to resolve the matter, and as a one-time goodwill gesture, we applied a one-time account service credit of $75.79, to offset the noted international long-distance charges billed. As a result, Ms. ***** Sprint account reflects a current credit balance of $1.16.
We attempted to contact ************ on multiple occasions at the telephone number provided in her inquiry, advising of our receipt of her complaint and our request to speak with her directly to address her account billing concerns. Unfortunately, our attempts to reach her were unsuccessful. However, should ************ need further assistance, we invite her to contact us at her earliest opportunity. ************ will be expected to provide the account PIN or an answer to the accounts security question when she calls. We regret any inconvenience to *************
Based upon the foregoing, we respectfully request that this complaint against Sprint be closed.
Thank you for bringing this matter to our attention. If you have any questions, please do not hesitate to contact me directly by calling **************.
Very truly yours,
SPRINT
*************************
Executive ResponseInitial Complaint
Date:11/15/2022
Type:Billing IssuesStatus: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 returned a defective ******* Galaxy A52 and they refuse to honor the *** tracking proof I submitted to them and continue to charge me $253.00 on my bill with no resolution. I don't know what to do anymore other than file a report against them.Business Response
Date: 11/22/2022
November 22, 2022
FILED ELECTRONICALLY
Better Business Bureau
12639 *******************, Suite 200
*****, ** *****
Re: ***********************
File 18406130
Sprint Account No. *********
To Whom It May Concern:
******** ********* (********) is in receipt of your correspondence dated November 15, 2022, regarding the above-referenced account. We regret any inconvenience ************** may have experienced with her billing concerns. We appreciate the opportunity to respond.
All new ******** devices come with a limited one-year manufacturers warranty. ******** customers are also given the option to subscribe to <Protection 360> within the first 30 days of activating a new device. <Protection 360> provides Sprint customers with a cost-efficient way to protect their devices against loss, damage, and wear and tear that is not covered under the provisions of the limited one-year manufacturers warranty.
Upon our review, we found ************** called Assurant on August 21, 2022, and filed a claim for mechanical or warranty issues; however, ************** was referred to ************* to complete her warranty exchange request. Our records reflect ************** spoke with our Technical Support team on August 24, 2022. At that time, a warranty replacement order was submitted for her ******* Galaxy A52 device. ************** received her warranty replacement on August 30, 2022. Regrettably, because we have no records of receiving Ms. ****** defective device associated with her warranty replacement in our warehouse, she was charged $253.00 for non-returned warranty replacement device. This charge is reflected on her November 2022 invoice.
On November 21, 2022, we spoke with ************** about her concerns. We were able to confirm, due to a keying error, the device was received at our warehouse on October 25, 2022; however, not updated as returned. As a result, an account credit of $253.00 was applied to offset the non-returned warranty replacement fee. ************** accepted our goodwill handling of her account concerns. We regret any inconvenience to ***************
Based upon the foregoing, we respectfully request that this complaint against Sprint be closed.
Thank you for bringing this matter to our attention. If you have any questions, please do not hesitate to contact me directly at ************.
Sincerely,
*****************************
Executive ResponseCustomer Answer
Date: 11/22/2022
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.
Sincerely,
***********************Initial Complaint
Date:11/15/2022
Type:Sales and Advertising IssuesStatus: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.
Incorrect billing was disputed with ***** The dispute and was closed in my favor and was officially notified in March 2022. Now 10 months later, Sprint has sent the disputed amount to collections and have made derogatory entries into my credit report. According to ***** this is not supposed to happen. Sprint has not been very helpful, nor can they explain why this went to collections.Business Response
Date: 11/28/2022
November 28, 2022
FILED ELECTRONICALLY
Better Business Bureau
12639 *************, Ste 200
*****, ** *****
Re: *****************************
Your File No. 18406022
Sprint Account No. *********
To Whom It May Concern:
Sprint, now part of ******** (Sprint) is in receipt of the above-referenced complaint of ****************************** We regret any inconvenience ********************** may have experienced with his billing concerns. We appreciate the opportunity to respond.
To begin, ************************ Sprint account ending in **** was established on January 13, 2018, and was cancelled on December 25, 2021, when his line of service ending in **** was ported out to another carrier.
As stated in our Terms and Conditions of Service, which can be viewed on www.sprint.com, customers can terminate Services by calling us and requesting that we deactivate all Services, or by porting-out their number to another carrier. Customers are responsible for all charges billed or incurred prior to deactivating their ************** ** Services are terminated before the end of customers invoicing cycle, we do not prorate charges to the date of termination and customers will not receive a credit or refund for any unused Services.
At the time of the account cancellation, ************************ December 2021 invoice reflected a total amount due of $218.55, which included service and equipment charges for the November 13, 2021, through December 12, 2021, billing period as well as the corresponding accelerated cancellation charges of $120.00 billed when Installment Billing Agreements TM-********* and TM-********* were closed. We confirmed the balance due was set to be debited via AutoPay on January 5, 2022, and the payment was remitted successfully on that date. Our records also confirmed that ********************** returned the two ***************** Hotspot devices associated with agreements TM-********* and TM-*********, and on January 15, 2022, the account was credited the *** accelerated cancellation charges totaling $120.00. As a result,
************************ Sprint account reflected a credit balance of $120.00 as reflected on the February 2022 invoice. Further, our records indicate on February 18, 2022, ************************ payment of $218.55 was returned to his financial intuition in accordance with a dispute received. As a result, ************************** Sprint account balance was recalculated. We confirmed the $113.55 outstanding balance consisted of unpaid charges for services rendered and late payment fees, as reflected on the March 2022 through May 2022 billing invoices.
Because we did not receive a timely payment to satisfy ************************ past-due account balance of $113.55, information related to that debt was forwarded to an outside collection agency for further collection efforts. Upon our review of the matter, we were unable to identify a Sprint billing error.
During our November 17, 2022, conversation, we provided the aforementioned information to *********************** Although we found no Sprint billing error, as demonstration of world-class customer service, we applied service credits totaling $113.55 to ************************ account, to offset the total balance due. We verified, the Sprint account is closed with a zero balance, and we confirmed the account is no longer assigned to an outside collection agency.
********************** accepted our goodwill offer, and handling of his account concerns.
We appreciate ********************** taking time to provide details of his experience with our ************* group. We value customer feedback. Please be assured that the quality of service provided to our customers is of our utmost priority.
Based upon the foregoing, we respectfully request that this complaint against Sprint be closed.
Thank you for bringing this matter to our attention. ** you have any questions, please do not hesitate to contact me directly by calling **************.
Very truly yours,
SPRINT
*************************
Executive ResponseInitial Complaint
Date:11/15/2022
Type:Service or Repair IssuesStatus: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.
They have put me through emotional distress provoking me on the phone also overcharging me for my devicesBusiness Response
Date: 11/23/2022
November 23, 2022
FILED ELECTRONICALLY
Better Business Bureau
12639 **************., Ste. 200
*****, ** *****
Re: File 18405305
Account *********, **************
To Whom It May Concern:
Sprint, now part of ******** (Sprint)is in receipt of the above-referenced complaint of Raffaelah Toro. We regret any inconvenience ************ may have experienced with her billing concerns. We appreciate the opportunity to respond.
To begin with, the Sprint account ending in **** was activated on November 22, 2019, and has five lines, with two mobile line subscribed to our Sprint Essentials rate plan for $65.00 for the 1st line and $35.00 for the 2nd line per month, one line subscribed to our 500 MB Mobile Broadband plan for $10.00 per month,one line subscribed to our ************************ plan for $25.00 per month, and one line subscribed to our *********************** plan for $15.00 per month. ************ also subscribes to our Protection <360> on lines ending in **** and **** for $18.00 per line, on line ending in **** for $7.00, and line ending in **** for $9.00 per month
Sprint Installment Billing Agreement (IBA) is a device installment agreement that gives new and existing customers an affordable option to activate/upgrade to a Smartphone, feature phone or tablet. Customers simply purchase an eligible device with no or a variable down payment, depending on device, and agree to monthly installment payments for each financed device. There are no service discounts for devices purchased through Sprint IBA and at the time of purchase the customer will be required to pay all applicable sales tax against the Suggested Retail Price (SRP) as well as any applicable down payment for any device being purchased.
Our records reflect that ************ obtained a ******* Galaxy A7 Tablet for line ending in **** via Installment Billing Agreement (IBA) TM-251014334,a ******* Galaxy 4 watch on line ending in **** via IBA TM-*********, a ******* Galaxy S22 on line ending in **** via IBA TM-*********, a Franklin ***** hotspot on line ending in **** via IBA TM-********* on July 19, 2022. She also obtained an Apple iPhone 14 Pro *** via IBA WEB-********* on line ending in **** on November 11, 2022, for a ******* Galaxy S22 via IBA TM-232505212.
Our records reflect that although ************ made payments each month, the amount she paid did not cover her invoiced amounts which caused ************ to have a carryover balance each month. Ms. ***** account $312.00 balance includes her monthly service charges, Protection <360>, and late payment fees as reflected on her October 2022 and November 2022 invoices.
We spoke with ************ on November 14, 2022, and provided the information highlighted above. At that time, we confirmed with ************ that her account is set up correctly and the charges are valid. We also advised *********** that she can save $5.00 per line by enrolling in and maintaining Autopay. ************ accepted our handling of her concerns.
We appreciate ************ taking time to provide details of her experience with our ************* team. We value customer feedback. Please be assured that the quality of service provided to our customers is of our utmost priority.
Based upon the foregoing, we respectfully request that this complaint against Sprint be closed.
Thank you for bringing this matter to our attention. If you have any questions, please do not hesitate to contact me directly by calling *************.
Sincerely,
*************************
Executive ResponseInitial Complaint
Date:11/14/2022
Type:Service or Repair IssuesStatus: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 02/23/2022 I started a new contract with Sprint now ******** because they offered me $800 credit if I surrender my old IPhone 12 Pro **** They supposed to have all the information about my account and my situation with them for them to have to offer me the promotion # MAC255629I11 ($800 credit). After I made the contract with them they asked me to send my almost completely paid IPhone 12 Pro *** to them. I sent the phone waiting to see the credit they promised me and until now I never saw that credit and every time I called they begin with a new scam artist story. The time that I cannot find the promotion number (# MAC255629I11) they find a different history and once I find the number they chance it to their favor. I passed hours and hours talking with customer service always them promising that they gonna call me back or they gonna reach out to me and they never did. Only the time I get firm they called me back offering me some little discount in my bills (that now is almost $300 every month) and I didnt accept because it is like make it fun of the customers. It is a complete nightmare with this big companies that they think untouchables and in some part its true but like me I read online innumerable times that this company did the same to other customers.Business Response
Date: 11/23/2022
November 23, 2022
FILED ELECTRONICALLY
Better Business Bureau
12639 **************., Ste. 200
*****, ** *****
Re: File ********, ******* ********************************
Sprint Account XXXXX4670, ***************************
To Whom It May Concern:
Sprint, now part of ******** (Sprint) is in receipt of the above-referenced complaint of ******* ********************************. Our records reflect the account holder is **************************** We recognize ******* ******************************** as **************************** We regret any inconvenience that **************** may have experienced with his billing concerns. We appreciate the opportunity to respond.
A review of the account shows **************** activated Sprint services on January 21, 2012. **************** has three voice lines subscribed to our ******** Unlimited Freedom plan. Additionally, we show **************** obtained multiple devices via our 24-month Installment Billing Agreement (***) including: TM-********* for an Apple iPhone 12 256GB device for the line ending in **** on December 23, 2020, COS-********* for an Apple iPhone 13 128GB device for the line ending in **** on January 29, 2022, and WEB-********* for an Apple iPhone 13 ************* device for the line ending in **** on February 24, 2022.
As stated above, our records reflect **************** upgraded his line ending in **** to an Apple iPhone 13 ************* device on February 24, 2022; however, we were unable to confirm a device promotion was offered at that time and we have no record of a device traded in. As a goodwill gesture, we applied a monthly recurring credit of $33.34 for the remaining months of the *** WEB-*********.
We were unsuccessful in reaching **************** at the number and email provided in his inquiry to address his concerns. We value **************** as our customer and look forward to speaking with him if this matter remains unresolved. We invite **************** to contact us at the number provided below at his earliest convenience. **************** will be expected to provide the account PIN or the answer to an account security question when he contacts our office.
Based on the information received from ****************, he states that he had an unfavorable customer experience while attempting to address his concerns.
We appreciate **************** for taking time to provide details of his experience with Customer Care. We value customer feedback. Please be assured that the quality of service provided to our customers is of our utmost priority.
Based upon the foregoing, we respectfully request that this complaint against Sprint be closed.
Thank you for bringing this matter to our attention. If you have any questions, please do not hesitate to contact me directly by calling **************.
Sincerely,
***************************
Executive ResponseCustomer Answer
Date: 11/25/2022
Complaint: 18403919
I am rejecting this response because:They still trying to robe me offering me $33.34 for the remaining months of the contract, that is completely nothing compared with the $800 that they offered me. They still trying to confuse things with a contract that I did for my wife almost a month before this contract for the number ************. Still stating that there are no records that I sent my device to them, even I have the evidence that they received my iPhone 12 Pro **** These are lies and lies. *** decided to keep this for my records that I tried to fix this issue with Sprint now ******** but under these circumstances is everything in vain. I know that $800 is insignificant for a big corporation like Sprint now ******** but its a lot to me. This is causing too much preoccupation, stress pain and wasted hours for ordinary people like me that have to work so hard for that money, I know for fact that Im not the only one affected with this problem and like me there are thousands and multiplying this scam for thousands theyre stealing millions from ordinary customers. Accordingly with this Ive decided to cancel my monthly payments and keep the 3 phones under my contract even if they decide to send me to collections they can do it, Im not paying a ***** to them anymore. Ill keep this for my future records. Me and my family never coming back to this useless company. Thank you
Sincerely, **************************;
******* ********************************Business Response
Date: 12/06/2022
December 6, 2022
FILED ELECTRONICALLY
Better Business Bureau
12639 **************., Ste. 200
*****, ** *****
Re:Rebuttal File ********, ******* ********************************
Sprint Account XXXXX4670, ***************************
To Whom It May Concern:
Sprint, now part of ******** (Sprint) is in receipt of the above-referenced rebuttal of ******* ********************************. Our records reflect the account holder is **************************** We recognize ******* ******************************** as **************************** We regret any continued concerns ****************** may have with his account billing and our previous response. We appreciate the opportunity to respond.
A review of the account shows ****************** established service on January 21, 2012. ****************** has three voice lines subscribed to our ******** Unlimited Freedom plan. Additionally, we show ****************** obtained multiple devices via our 24-month Installment Billing Agreement (***) including: TM-********* for an Apple iPhone 12 256GB device on the line ending in **** on December 23, 2020, COS-********* for an Apple iPhone 13 128GB device on the line ending in **** on January 29, 2022, and WEB-********* for an Apple iPhone 13 ************* device on the line ending in **** on February 24, 2022.
Our records reflect on January 29, 2022, ****************** was offered, and accepted our Up to $800 off iPhone 13/12 with Turn In promotion, when he purchased a new Apple iPhone 13 device via ******** *** number COS-********* on January 30, 2022. The monthly account credits are based on eligible device turned in. Based on the device received, ****************** is eligible for, and receiving, monthly account credits of $26.67 for the term of this *** totaling $600.00. Our records confirm the monthly account credit of $26.67 began on January 30, 2022. As a result, we found no billing error for this promotion.
In addition, our records reflect ****************** upgraded his line ending in **** to an Apple iPhone 13 ************* device on February 24, 2022, via WEB-*********. We were unable to identify a device promotion was offered at that time. Because we value ****************** as our customer, on December 5, 2022, we applied a monthly recurring credit of $33.34 for the remaining 15 months of the *** in question. Furthermore, we applied a credit of $300.06 for the previous months the device ending in **** did not receive a monthly equipment credit. As a result, ******************** Sprint account reflects total credits after fulfilling the 24-month term of the referenced *** is $800.16.
We were unsuccessful in reaching ****************** at the number and email provided in his inquiry to address his concerns. We value ****************** as our customer and look forward to speaking with him if this matter remains unresolved. We invite ****************** to contact us at the number provided below at his earliest convenience. ****************** will be expected to provide the account PIN or the answer to an account security question when he contacts our office.
Based upon the foregoing, we respectfully request that this complaint against Sprint be closed.
Thank you for bringing this matter to our attention. If you have any questions, please do not hesitate to contact me directly by calling **************.
Sincerely,
***************************
Executive ResponseInitial Complaint
Date:11/14/2022
Type:Service or Repair IssuesStatus: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.
In 2018 I bought a phone from Spring in ********* **********. I was told that i can make payment on the phone until the cost of the phone is covered. However I ended up paying nearly $2000 for the ******* notes 8 for 4 years which i paid more than the phone original cost. Recently i was told that i have a $1000 credit to get a free phone. On September 30th, 2022. I upgraded and got a Fip 4 Z phone for free using the $1000 credit at a store located in ******** *******. I added a line for a free phone that is given to my boyfriend. On top of that the sale person *************************** told me and my boyfriend that we can get a free tablet too because I have been with Sprint for 4 years. That I dont need to add service. Me and my boyfriend paid for accessories and activation fee and taxes. Our bill is supposed to be $150 a month. Now our bill is $301. It has been almost two months we are trying to resolve the issue. We talked to agents online that work for Sprint. I was told to go to the store. I went twice and spoke with the boss ****** he said i was right that our bill should reflect to $150 on November 6, 2022. I contacted ****** that our bill shows $301. We went to the store again today and was told that ****** is the boss who supposed to adjust our bill. We paid for accessories and were told we were put on installment for accessories and paid for service on the tablet and charged installment for the phones that we were told given free. Both Sprint agents and store sales persons refuse to fix our bill. I'm ready to go further with this.Business Response
Date: 11/22/2022
November 22, 2022
FILED ELECTRONICALLY
Better Business Bureau
12639 **************., Ste. 200
*****, ** *****
Re:File 18403838
Sprint Account *********, Nudrede Basse
To Whom It May Concern:
Sprint, now part of ******** (Sprint) is in receipt of the above-referenced complaint of Nudrede Basse. We regret any inconvenience ************** may have experienced with her device promotion and billing concerns. We appreciate the opportunity to respond.
Sprint records reflect ************** activated the above-referenced account ending in **** on April 23, 2018. The account has three voice lines subscribed to our ******** Unlimited Freedom-Tax Inclusive rate plan for $70.00 for the 1st line, $50.00 for the second line, and $40.00 for 3rd line with AutoPay. ************** also has one line subscribed to our Unlimited Tablet plan for $20.00 with AutoPay. ************** also subscribes to our Protection <360> at $18.00 for line ending in ****, and $9.00 for line ending in **** and ****.
Sprint launched the Sprint Flex Lease program, an option that provides qualified new and existing customers the flexibility to lease select devices for a lower monthly cost versus purchasing the device. Lease payment varies by device and a down payment may be required and varies by customer and device. With a ********************** Flex lease option, Sprint owns the device. At the end of the lease term, customers can continue to lease the device on a month-to-month basis, cancel the lease and pay the Lease Device Purchase Price (please note that this option is not available in all states) to purchase and own the device outright, return it to us, or return it to us and upgrade to the latest device.
We confirmed that Ms. ****** signed Lease Agreement clearly and conspicuously discloses that upon the satisfaction of the Lease Agreement, if she does not return the equipment, she will be billed a month-to-month charge, which is separate from the Device Purchase Price. The month-to-month charge is not applied toward the Lease Device Purchase amount, which is outlined in the Terms and Conditions of her Agreement. Once the lease is satisfied, for a limited time, customers can elect to pay the Lease Device Purchase amount via a nine-month installment option. Customers can select this option and agree to the terms via the My Sprint app on their mobile device.
********************** sends notifications to our customers in the month preceding the satisfaction date, reminding of the proximity of the satisfaction date and the available options as described herein. ************** obtained a ******* Galaxy Note 8 device via ********************** Flex Lease Agreement COS-L-********* for line ending in **** on April 23, 2018. Because, we have no record of a request to close the lease agreement, equipment return, or a payment received for the end of lease Device Purchase Price amount, ************** continued to be billed on a month-to-month basis, per the terms of her device lease. Based on our review, we were unable to identify a Sprint billing error.
************** spoke with our ******************* on September 16, 2022. At that time, although we maintain no Sprint billing error was identified in the matter, as a goodwill gesture, we closed the Sprint Flex Lease Agreement noted above. In addition, we applied a one-time account service credit totaling $32.51 to offset the Device Purchase Price amount assessed when the Lease Agreement was closed, designating the ******* Galaxy Note 8 device as paid in full.
In our effort to provide clear communication about our devices, features, promotions and pricing, Sprint publishes an overview and our retail brochures, displays, partner stores, and website at www.sprint.com have not deviated from the published information. Sprint will occasionally extend targeted promotional offers to a specific account or lines of service on an account. However, the targeted account or phones numbers must qualify for the promotional offer in order to receive the promotion.
************** purchased a ******* Galaxy Z4 device and was offered our promotion $1000.00 off ******* Galaxy Z series on line ending in **** via 24-month Installment Billing Agreement (IBA) number TM-*********, a OnePlus Nord N20 with our promotion OnePlus on Us on line ending in **** via 24-month IBA number COS-2540****8, and a ******* Galaxy A7 device with our promotion ******* Galaxy Tablet on Us with new line of service for line ending in **** via 24-monthIBA number COS-********* on September 30, 2022. Because the promotion offer was not accepted at the time of the purchase of the ******* Z4 device, ************** is not receiving the promotional offer on line ending in ****. We confirmed ************** accepted the device promotion for lines ending in **** and ****, which is being awarded monthly credits accordingly. ************** also purchased accessories for her new devices via 12-month IBA number COS-*********.
Our records reflect ************** changed her plan at the time she purchased her devices on September 30, 2022. Because the plan was changed mid-cycle, Ms. ****** Sprint account was assessed prorated charges as reflected on her October 2022 invoice.
We spoke with ************** on November 21, 2022, and provided the information outlined above. ************* request, we cancel line ending in **** effective the end of her bill cycle November 22, 2022. Additionally, we agreed to accept the return of Ms. ****** ******* Galaxy A7 device associated with IBA number COS-*********. To facilitate the return of the device, we sent prepaid shipping materials to Ms. ****** billing address of record and explained that upon receipt of the device in good condition within 30 days, we will apply account credits to offset the remaining balance owed on her ******* Galaxy A7 device.
Further, although we were unable to identify a Sprint billing or processing error, in our effort to bring this matter to a close, we scheduled a $41.67 monthly account credit on the mobile line ending in **** for the remainder of the associated IBA number TM-********* term. These goodwill credits will offset Ms. ****** monthly installment charges for the ******* Galaxy Z4 device.
Finally, due to possible miscommunication, we closed Ms. ****** IBA number COS-*********, and applied account credits totaling $91.63 to offset the accelerated cancellation charges assessed when the agreement was closed, designating the accessories paid in full. After the above changes were completed; ************** normal estimate bill will be approximately $145.34 per month. ************** accepted our handling of her concerns.
We appreciate ************** for taking time to provide details of her experience with our *******************. We value customer feedback. Please be assured that the quality of service provided to our customers is of our utmost priority.
Based upon the foregoing, we respectfully request that this complaint against Sprint be closed.
Thank you for bringing this matter to our attention. If you have any questions, please do not hesitate to contact me directly by calling **************.
Sincerely,
***********************;
Executive ResponseCustomer Answer
Date: 11/22/2022
Complaint: 18403838
I am rejecting this response because:
Sincerely,
*************Customer Answer
Date: 12/01/2022
When I purchased the ******* Galaxy Note 8 in 2018. I wasnt told I was on an installment plan. I was told that I could make payment to pay off the phone. The phone was $860 when I agreed to pay for it. For 4 years I made payments of $31 or $40 a month. That payment cost more than the price of the phone. I wasnt made aware that I could just purchased the phone. Within a year I went to a Sprint to get clarification as to why i'm being charged for the phone. I was told to get with Sprint supervisor whom I had to call several times. I was promised that they would waived the phone payment for me to own it. That was never happened.
Secondly, I was told the * Filp 4 phone was free as a courtesy being a loyal customer for 4 years. That I wouldnt be on a contract which is now I have to stay with Sprint / ******** for 23 months in order to own the phone. A sale staff whom helped me with the phone. Lied about me getting a tablet for free without any obligation to put service on. Now I have to return the tablet since I dont want to pay service on it. I was told also that my monthly bill for my line would be lower than the $70. Many of this company's employees lie to customers about getting phones, tablets free and then went back on their words. I'm currently looking to chat transcription where some agents told me that I had $1000 credit to get the z flip 4 phone. And that I could get the phone whenever I want. There was no mention that the promotion could be expired. I will not stay on a 23 months contract. Sprint needs to stop having employees lying to customers. First I had to pay over $1000 for the ******* Galaxy Note 8. Now I have to deal with the same thing. This is not fair. I will not settle. Both agents I chatted with online and ****** the sale person lied, they all said that I have the phone free without having to stay on a contract. Even when I read it from the forms he made me sign he clearly told me dont't mind whats on the paper that my situation is differnt. I can take this further in court if so. I will surely keep on looking at the chat I had with those agents. Thank you.
Business Response
Date: 12/12/2022
December 12, 2022
FILED ELECTRONICALLY
Better Business Bureau
12639 **************., Ste. 200
*****, ** *****
Re: Rebuttal File 18403838
Sprint Account *********, Nudrede Basse
To Whom It May Concern:
Sprint, now part of ******** (Sprint) is in receipt of the above-referenced complaint of Nudrede Basse. We regret any continued inconvenience ************** may have experienced with her device promotion and billing concerns. We appreciate the opportunity to respond once again.
Sprint records reflect ************** activated the above-referenced account ending in **** on April 23, 2018. The account has three voice lines subscribed to our ******** Unlimited Freedom-Tax Inclusive rate plan for $70.00 for the first line, $50.00 for the second line, and $40.00 for third line with AutoPay enrollment. ************** also has one line subscribed to our Unlimited Tablet plan for $20.00 with AutoPay enrollment. ************** also subscribes to our Protection <360> at $18.00 for line ending in ****, and $9.00 for lines ending in **** and ****.
Sprint launched the Sprint Flex Lease program, an option that provides qualified new and existing customers the flexibility to lease select devices for a lower monthly cost versus purchasing the device. Lease payment varies by device and a down payment may be required and varies by customer and device. With a ********************** Flex lease option, Sprint owns the device. At the end of the lease term, customers can continue to lease the device on a month-to-month basis, cancel the lease and pay the Lease Device Purchase Price (please note that this option is not available in all states) to purchase and own the device outright, return it to us, or return it to us and upgrade to the latest device.
We confirmed that Ms. ****** signed Lease Agreement clearly and conspicuously discloses that upon the satisfaction of the Lease Agreement,if she does not return the equipment, she will be billed a month-to-month charge, which is separate from the Device Purchase Price. The month-to-month charge is not applied toward the Lease Device Purchase amount, which is outlined in the Terms and Conditions of her Agreement. Once the lease is satisfied, for a limited time, customers can elect to pay the Lease Device Purchase amount via a nine-month installment option. Customers can select this option and agree to the terms via the My Sprint app on their mobile device.
********************** sends notifications to our customers in the month preceding the satisfaction date, reminding of the proximity of the satisfaction date and the available options as described herein. ************* obtained a ******* Galaxy Note 8 device via ********************** Flex Lease Agreement COS-L-********* for line ending in **** on April 23, 2018. Because we have no record of a request to close the lease agreement, the equipment being returned, or a payment received for the end of lease Device Purchase Price amount, ************** continued to be billed on a month-to-month basis, per the terms of her device lease. Based on our review, we were unable to identify a Sprint billing or device processing error.
************** spoke with our ******************* on September 16, 2022. At that time, although we maintain no Sprint billing error was identified in the matter, as a goodwill gesture, we closed the Sprint Flex Lease Agreement noted above. In addition, we applied a one-time account service credit totaling $32.51 to offset the Device Purchase Price amount assessed when the Lease Agreement was closed, designating the ******* Galaxy Note 8 device as paid in full.
In our effort to provide clear communication about our devices, features,promotions and pricing, Sprint publishes an overview and our retail brochures,displays, partner stores, and website at www.sprint.com have not deviated from the published information. Sprint will occasionally extend targeted promotional offers to a specific account or lines of service on an account. However, the targeted account or phones numbers must qualify for the promotional offer in order to receive the promotion.
On September 30, 2022, ************** purchased a ******* Galaxy Z4 device and was offered our $1000.00 off ******* Galaxy Z series promotion on mobile line ending in **** via 24-month Installment Billing Agreement (***) TM-237553326. She also purchased a OnePlus Nord N20 with our OnePlus on Us promotion on mobile line ending in **** via 24-month *** number COS-2540****8. And last, she purchased a ******* Galaxy A7 device with our ******* Galaxy Tablet on Us with new line of service promotion for mobile line ending in **** via 24-month *** COS-254039824. Because the promotion offer was not accepted at the time of the purchase of the ******* Z4 device, Ms.****** account is not receiving the promotional offer on mobile line ending in ****. We confirmed ************** accepted the device promotions for mobile lines ending in **** and ****, which are being awarded monthly credits accordingly. ************** also purchased accessories for her new devices via 12-month *** COS-*********.
Our records reflect ************** changed her service plan at the time she purchased her devices on September 30,2022. Because the plan was changed mid-cycle, Ms. ****** Sprint account was assessed prorated charges as reflected on her October 2022 invoice.
************** spoke with our office on November 21, 2022, and we provided the information outlined above. ************* request, we canceled line ending in **** effective the end of her November 22, 2022, billing cycle. Additionally, we agreed to accept the return of Ms. ****** ******* Galaxy A7 device associated with *** COS-254039824. To facilitate the return of the device, we sent prepaid shipping materials to Ms.****** billing address of record and explained that upon receipt of the device in good condition within 30 days, we will apply account credits to offset the remaining balance owed on her ******* Galaxy A7 device.
Furthermore, although we were unable to identify a Sprint billing or processing error, in our effort to bring this matter to a close, we scheduled a $41.67 monthly account credit on the mobile line ending in **** for the remainder of the term on the associated *** TM-237553326. These goodwill credits will offset Ms. ****** monthly installment charges for the ******* Galaxy Z4 device.
Finally, due to a possible misunderstanding, we closed Ms.****** *** COS-*********, and we applied account credits totaling $91.63 to offset the accelerated cancellation charges assessed when the agreement was closed, designating the accessories paid in full. After the above changes were completed, Ms.****** normal estimate bill will be approximately $145.34 per month. ************** accepted our goodwill handling of her concerns.
We attempted to contact ************** at the telephone number provided in her inquiry,advising of our receipt of her complaint and our request to speak with her directly. Regrettably, we were unable to reach her. Although we maintain no additional account credits are warranted in the matters brought to our attention, in our effort to provide closure, and as an additional goodwill gesture, we applied account credits totaling $387.97 to offset the lease charges billed for the ******* Galaxy Note 8 device, as reflected on Ms. ****** January 2022 through November 2022 invoices.
We ask that ************** contact us at the number provided below at her earliest if she has any additional concerns related to the matter. She will be expected to provide her account PIN or an answer to an account security question when she contacts our office. We regret any inconvenience to ***************
We appreciate ************** for taking time to provide details of her experience with our *******************. We value customer feedback. Please be assured that the quality of service provided to our customers is of our utmost priority.
Based upon the foregoing, we respectfully request that this complaint against Sprint be closed.
Thank you for bringing this matter to our attention. If you have any questions, please do not hesitate to contact me directly by calling *************.
Sincerely,
*************************
Executive ResponseCustomer Answer
Date: 12/13/2022
Complaint: 18403838
I am rejecting this response because:
Sincerely,
*************Initial Complaint
Date:11/14/2022
Type:Billing IssuesStatus: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.
This is a fraudulent account. I do not have an account with Convergent Outsourcing. They have no authority to collect on this account. This matter has been taken care of with the original creditor. There is no contract open or account assigned to Convergent Outsourcing. This account is reporting fraudulently and needs to be removed from my credit file immediately. Sprint was paid directly and agreed on a recorded line to recall the debt and accept payment directly. Sprint informed me that paying Sprint directly for the full balance would terminate Convergent Outsourcings collection authority and this account would be removed from my credit file. I have submitted previous disputes stating this along with proof of payment directly to Sprint. *** also sent a direct dispute to Sprint which they have not followed up on. This account needs to be removed immediately.Business Response
Date: 11/21/2022
November 21, 2022
FILED ELECTRONICALLY
Better Business Bureau
12639 *****************, Suite 200
*****, ** *****
Re:File 18402197
Sprint Account *********, ***************************
To Whom It May Concern:
Sprint, now part of ******** (Sprint) is in receipt of the above-referenced complaint of **************************** Sprint regrets any concerns **************** may have experienced with his account billing concerns. We appreciate the opportunity to respond.
A review of the account shows **************** started service with Sprint on December 3, 2015, with two lines of service. Our record further reflects the account was canceled for non-payment on June 24, 2018, and the account was referred to an outside collection agency.
Upon further review of our records, we confirmed **************** spoke with Sprint on September 24, 2022, requesting to pay the $638.50 balance on his account and update the credit bureaus. At that time, we processed the payment for $638.50, and informed **************** we will update the outside collection agency that his debt is paid in full (PIF). We further requested our outside collection agency to cease all collection activities and send an update to credit bureaus as paid in full (PIF). Please allow 60 90 days for this information to be updated.
We spoke with **************** on November 15, 2022, and provided the information outlined above. **************** confirmed his understanding. We regret any inconvenience this matter caused.
Based upon the foregoing, we respectfully request that this complaint against Sprint be closed.
Thank you for bringing this matter to our attention. If you have any questions, please do not hesitate to contact me directly by calling ************.
Sincerely,
Shola A.
Executive ResponseInitial Complaint
Date:11/14/2022
Type:Delivery IssuesStatus: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 having network issues with this phone company for over a year and a half, I am under a contract. We have multiple times contact ******** with network issues and none of their solutions or tries have resolved the issue and need to mention even though i was not able to use my phone this bill was always paid. Lastly they send a new phone which didnt do much. This phone was returned but Tmobile experts inform us that we still have to pay the phone because they said they never received. We went to *** and got confirmation it was delivered 10/11/2022 at the Tmobile warehouse in Indepence TX. Now they say we still have to pay because it was not delivered whitin ******************************************* their posession. They will not turn on the line until this is paid in full. This is on the border of extortion and I need guidance because these times are not good for us to be trhowing money to multimillion dollar companies when we can even buy necessities for ourselvesBusiness Response
Date: 11/22/2022
November 22, 2022
Better Business Bureau
12639 *************, Ste. 200
*****, ** *****
Re: File ********, *************************
******** Inquiry
To Whom It May Concern:
Sprint,now part of ******** (Sprint) is in receipt of the above-referenced complaint of ************************** We regret any issues **************** may have experienced with his service and account billing. We appreciate the opportunity to respond.
We constantly monitor our network for service and capacity-related issues and work diligently to address any issues we identify or that are brought to our attention by our customers. Regrettably, a review of the service address provided reflects that it is not within ******** coverage area.
Unfortunately, we have been unable to locate an account with the information provided and our multiple attempts to reach **************** at the phone number and email included in his inquiry were unsuccessful. To date, **************** has not replied to our office; however, we invite him to contact us at his earliest opportunity with the needed account security information so that we can address his account and service concerns.
Based upon the foregoing, we respectfully request that this complaint against Sprint be closed.
Thank you for bringing this matter to our attention. If you have any questions, please do not hesitate to contact me directly by calling ************.
Sincerely,
*******************************
Executive ResponseInitial Complaint
Date:11/14/2022
Type:Service or Repair IssuesStatus: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 with Sprint/TMobile since 2016. I called in August 2022 looking to reduce my bill. The rep told me that for $20 more a month I could be on the Unlimited Basic for 4 lines ($160) and I would not have to worry about rate increases. I agreed for next billing cycle. Then she told me I had $800 credit for upgrade/trade-ins. So, I upgraded line **** with promotional rate of $20/month. The phone was being delivered to store in ******* *************). In September, I received my bill and it was totally incorrect. After chat and calling in, the rep then realized my plan was entered in correctly and made the correction for plan and line ****. October **** arrives even higher! After multiple chats and calls, I spoke with a rep on 10/30/22 and was on the phone for 1 hour and 35 minutes. She confirmed all the issues were errors on their end regarding the plan and confirmed the $800 credit and promotional rate of $20/month for line ****, should have been processed. We spoke with the store rep and an investigation was supposed to be done and store manager was supposed to call me back, which never happened. TMobile rep did call me back to confirm store manager called and I said no. She was going to investigate on her end and I never heard back. I called again! This rep told me opposing information which was provivded by rep on 10/30/22! I have always upgraded with a promotional/trade-in plan. I told them to check my records. I want to be placed back on Sprint One plan, which rep on 10/30/22 agreed to and I ********* **** to be placed on promotional/trade-in rate of $20. I do have the iphone 11, which was not accepted by store in *******.Business Response
Date: 11/20/2022
November 20, 2022
FILED ELECTRONICALLY
Better Business Bureau
12639 *************, Ste 200
*****, ** *****
Re: **************************************
Your File No. 18400139
Sprint Account No. *********, ***********************;
To Whom It May Concern:
Sprint, now part of ******** (Sprint) is in receipt of the above-referenced complaint of **************************************, known to us as ************************ We regret any inconvenience ***************************** may have experienced with her plan and device promotion concerns. We appreciate the opportunity to respond.
In our effort to provide clear communication about our devices, features, promotions and pricing, Sprint publishes an overview and our retail brochures, displays, partner stores, and website at www.t-mobile.com have not deviated from the published information. Sprint will occasionally extend targeted promotional offers to a specific account or lines of service on an account. However, the targeted account or phones numbers must qualify for the promotional offer in order to receive the promotion.
Our records indicate ***************************** contacted our ******************* in August 2022, and requested to change her plan to our Sprint ONE plan, which is $160.00 for four lines of service, with AutoPay. However, the representative inadvertently added our Sprint ONE plan for two-lines ending in **** and **** only. As a result, ******************************* September 2022 invoice reflected charges for both the Unlimited plan, and our Sprint ONE two-line plan.
Additionally, in August 2022, we offered ***************************** our $600 off an iPhone 13 series with Trade-in on Any Plan promotion. With this promotion, customers could get up to $600.00 off any new Apple iPhone 13 series via monthly account credits, when they purchase it on Installment Billing Agreement (IBA) and trade in an eligible device. Our records indicate that ***************************** upgraded her existing line of service ending **** on August 23, 2022, to an Apple iPhone 13 Pro device; however, our records do not indicate a promotion was accepted at the point of sale, or that a trade in device was received.
Our records indicate ***************************** spoke with our ******************* on November 15, 2022. At ******************************* request, her service plan was updated for all lines on her account to reflect our Unlimited Plan, effective November 20, 2022, which bills $140.00 for four lines with AutoPay. Additionally, ***************************** was credited $110.00 to offset a portion of her service charges reflected on her September 2022 and October 2022 invoices.
We attempted to contact ***************************** to confirm her concerns have been resolved. Unfortunately, our attempts to reach her were unsuccessful. However, we received a voicemail from ***************************** on November 18, 2022, stating she is currently unavailable, and she would contact us directly at a later date if her concerns are unresolved. We look forward to speaking with ***************************** and addressing any outstanding concerns she may have. ***************************** will be expected to provide the account PIN or an answer to the accounts security question when she calls. We regret any inconvenience to ******************************
We appreciate ***************************** taking time to provide details of her experiences with our retail and *******************. We value her feedback. Please be assured that the quality of service provided to our customers is of our utmost priority.
Based upon the foregoing, we respectfully request that this complaint against Sprint be closed.
Thank you for bringing this matter to our attention. If you have any questions, please do not hesitate to contact me directly by calling **************.
Very truly yours,
SPRINT
*************************
Executive ResponseInitial Complaint
Date:11/14/2022
Type:Product IssuesStatus: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 promised a refund and it has been over a month. I want a refund and compensation for my time as I've spent hours trying to get this resolution solved. Dear Valued Customer,Thank you for contacting ********* It was my pleasure assisting you today. Account Maintainence Request: Our back office team will complete the account change(s) you requested. Your case number is I2262460004 A representative will contact you to confirm the change(s) soon via email or they may call if additional information is required to complete the change(s). If for any reason your request has not been fully addressed, wed like to hear from you. By replying to this email, we will ensure your comments are noted and any unresolved requests are addressed. To better assist you, please provide your mobile number in your email reply. Thank you for choosing ********* We appreciate your business and look forward to assisting you in the future.Sincerely, (45902189ww601247xxx)Transaction ID:45902189Business Response
Date: 11/21/2022
November 21, 2022
FILED ELECTRONICALLY
Better Business Bureau
12639 *************, Ste 200
*****, ** *****
Re: *****************************;
Your File No. 18400056
Sprint Account No. *********
To Whom It May Concern:
Sprint, now part of ******** (Sprint) is in receipt of the above-referenced complaint of ********************************** We regret any inconvenience ********************** may have experienced with his refund request. We appreciate the opportunity to respond.
To begin, ********************** account ending in **** was established on April 6, 2019, and was cancelled on October 8, 2022, per his request. Our records indicate our ******************* offered ********************** an account credit and refund of $134.35 on October 8, 2022; however, as there was an account balance of $120.83 due for services rendered prior to his cancellation, a portion of the account credit was applied to these service charges. As a result, his account reflected a credit balance of $13.52 which was refunded on November 1, 2022. ********************** Sprint account is closed and reflects a zero balance.
We spoke with ********************** on November 17, 2022, and provided the information above. We explained that we have reviewed his account billing and were unable to identify any Sprint billing errors. Based on this, we confirm the account billing to be valid, and no refund is due.
Although we were unable to identify a Sprint error in this matter, to reach an amicable resolution with **********************, we agreed to apply a one-time account credit of $120.83 to offset a portion of ********************** plan charges, and process a refund of $120.83 to him via prepaid credit card shipped to his billing address within **** days. ********************** accepted our goodwill offer and confirmed his concerns are resolved. We regret any inconvenience to ***********************
We appreciate ********************** for taking time to provide details of his experience with our *******************. We value his feedback. Please be assured that the quality of service provided to our customers is of our utmost priority.
Based upon the foregoing, we respectfully request that this complaint against Sprint be closed.
Thank you for bringing this matter to our attention. If you have any questions, please do not hesitate to contact me directly by calling **************.
Very truly yours,
SPRINT
*************************
Executive Response
Sprint Now Part of T-Mobile is NOT a BBB Accredited Business.
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