Business Profile

Mobile Phone Service

Sprint Now Part of T-Mobile

Headquarters

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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

3,691 total complaints in the last 3 years.
1,168 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:12/13/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I was enticed to a new cellular phone plan for our family in Oct 2021, unfortunately they talked me into putting my credit card on file. Upon signing I paid $300 to start, within two week in 4 transactions Sprint debited my CC over $1,400 - I had to cancel that card even with phone calls they kept deducting. Some of this was for phone supposedly I turned in, and they acknowledge that I did and that they do owe me. Monthly I have called for a Credit and went up the food chain, always same canned answer we have to look into it. I went into their store where I bought them and talked with the manager, they said I have to talk with corporate.So what is owed on: 11/12/2021 $394.21, and on 11/15/2021 $ ****** - they need to send me a Check for $677.61
Business Response
Date: 12/26/2022
December 26, 2022

Better Business Bureau
12639 *****************, Suite 200
*****,** *****

Re: File 18568232
Sprint Account *********, ***************************

To Whom It May Concern:

Sprint, now part of ******** (Sprint) is in receipt of the above-referenced complaint of ***************************. Sprint regrets to hear ************** has concerns regarding her account billing. 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 web site at www.sprint.com have not deviated from the published information. In our continued efforts to provide all of our customers with the best pricing possible, we cannot fulfill any verbal offers that deviate from the formal and approved published device and/or service plan pricing.

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.

A review of the account shows that ************** purchased three Apple iPhones 13 Pro *** devices on November 11,2021, via 24-month Installment Billing Agreements (IBAs) WEB-*********, WEB-********* and WEB-********* on mobile numbers ending in ****, **** and ****. Our records reflect she paid $338.25 on November 11, 2021, for the sales tax on the devices. We further confirmed that additional payments made to the account totaling $461.75 were for service and device charges reflected on the August 2021, September 2021, and October 2021 invoices. Upon our initial review of Ms. ****** billing concerns, we were unable to identify a Sprint billing error.

We made multiple attempts to contact ************** via phone and e-mail to discuss her billing concerns;however, those attempts were unsuccessful. We look forward to speaking with ************** and encourage her to contact us regarding any additional concerns she may have regarding this matter.

We appreciate ************** taking time to provide details of her customer experience. 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,

Shola A
Executive Response

Customer Answer
Date: 01/05/2023
BBB this case is NOT Resolved - Sprint is doing Nothing, everyone that I have talked to including Shola A "Says they completely Understand - and they will look into it"

And does nothing - this company should not be in business, they are Scammers

Promises, Promissies - NO Action !!!

Regards

***************************
Customer Answer
Date: 01/13/2023
SPRINT has DONE - ZERO, they are LIARS, CHEATING Company - they should have their LICENSE Pulled - they PROMMISED over a Year ago to REFUND my money NOT

***************************
January 13, 2023
Initial Complaint
Date:12/13/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Last year right before Christmas I bought a iPad. I had the ipad $30 service on my account. I called to have the service transferred to the iPad but I was advised the one I bought isn't wifi capable. I said that I no longer need the iPad service in that case because I cant use it. The rep said ok. We haven't used the old iPad I had the service with because the screen was broke and I couldn't use the iPad. On Friday, I placed an order for a new phone. I was advised that I've been still paying for the service of $30 a month. I just want my money back from the time I asked to remove it. I deserve a credit because I haven't used it
Business Response
Date: 12/23/2022
December 21, 2022

FILED ELECTRONICALLY

Better Business Bureau
12639 **************., Ste. 200
*****, ** *****

Re:      File 18567500
                                    Account *********, *****************

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 her cancellation request and related billing. We appreciate the opportunity to respond.

To begin, ************ s Sprint account was activated on October 7, 2005. The account currently has three active lines with two mobile lines subscribed to out Sprint ***************** plan and one line subscribed to our ************************ plan.

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 the invoicing cycle, we do not prorate charges to the date of termination, and our customers will not receive a credit or refund for any unused Services.

************ spoke with our ************* team on December 9, 2022. At that time, mobile line ending in **** was canceled. Additionally, we found no record of ************ cancellation request received for mobile line ending in **** prior to the December 9, 2022, date.

During our communication with Ms. ****** December 16, 2022, we provided the information above. Although we were unable to identify a Sprint billing or processing error because we confirmed there was no usage on the mobile line ending in **** since May 2022, and to provide an amicable resolution, we offered to apply a one-time account credit of $232.51 to offset the monthly charges billed for mobile line ending in **** reflected on the May 2022 through December 2022 invoices. ************ accepted our handling of her concerns. We regret any inconvenience this matter may have caused.

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. ** you have any questions, please do not hesitate to contact me directly by calling *************.

Sincerely,

*************************
Executive Response
Initial Complaint
Date:12/13/2022
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I decided to upgrade my phone but when I received it I did not like it so I returned it. I paid $56.57 to upgrade and I was told I would get a refund for that amount sent back to my credit card. The phone was received back to your warehouse but the reps are refusing to refund my money. I specifically told one representative that I did not want it credited to my bill and it was credited to my bill. I never requested that and want my money refunded back to my credit card. I am getting different information every time I call about my refund. Im being told it was processed and being told it was not processed. I dont see what is so difficult for my money to be returned. I am really upset that it takes so many representatives just to get MY money back. It is very frustrating
Business Response
Date: 12/27/2022
December 27, 2022

Better Business Bureau
12639 **********************************************************************

Re:      File ********, *******************************
            Account XXXXX3303

To Whom It May ********

Sprint, now part of ******** (Sprint) is in receipt of the above-referenced complaint of *******************************. We regret any inconvenience ****************** may have experienced with her refund concerns. We appreciate the opportunity to respond.

To begin, ******************** Sprint account was activated on November 6, 2018, and she has two phone lines that are subscribed to the Unlimited Basic-********************* plan. She upgraded her device via Installment Billing Agreement (***) TM-********* on November 9,2022, for the phone number ending in ****, and she paid $56.57 for the sales tax. We confirmed that the *** was canceled, and the device was returned on December 5, 2022. Further, we confirmed that a $56.57 refund was processed on December 13, 2022, back to the card on file ending in 4402.

We attempted to contact ****************** on phone line ending in **** on December 20 and 22, 2022; however, we were unable to reach her or leave a message. Therefore, we sent detailed emails on these dates explaining the aforementioned information.

Based on the information received from ******************, she states that she had an unfavorable customer experience while attempting to address her concerns.

We appreciate ****************** taking time to provide details of her experience with our customer service representatives.  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 Response
Initial Complaint
Date:12/13/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have been a loyal customer of **********************/Sprint/Nextel for over 20 years and have paid a pricey amount to have "unlimited" service for all those years. A couple of weeks ago TMobile turned off one phone, deleted it from the account and charged me for the phone due to "roaming" . We have a ranch 30 minutes away that my son goes to everyday to feed and water animals. Apparently, this is considered "roaming" and even though i have "unlimited everything" and have paid for "unlimited everything" for years, 30 minutes from my house is not included. Also, TMobile made me pay off the phone so I could transfer it to ******** and now ******* says Tmobile reported the phone stolen. The phone is now useless and I paid $799 for it. I want my $799 back and for this not to happen to other good customers. I went to the tmobile store and they told me they had another client with the same problem as me. I asked if they could unlock the phone and take it off of the stolen list so that I could move the line over to ******* and they said no. I own the phone, but apparently the roaming issue warrants putting the phone on the stolen list since they claim I didn't abide by the contract. He said the area my son's phone is "roaming" in used to have a tower when we were with sprint, but it has been disabled or torn down since tmobile bought sprint. Since we have absolutely no line, and the phone is unusable, I had to buy a new phone and get a new line at *******. I was told the number cannot be transferred. I have spent countless hours on this problem. No one can help me by phone, chat, or in the store.
Business Response
Date: 12/23/2022
December 23, 2022

FILED ELECTRONICALLY

Better Business Bureau
12639 **************., Ste. 200
*****, ** *****

Re:File 18566665,
****** Account *********, Jena ********************
To Whom It May Concern:

******, now part of T-Mobile (******) is in receipt of the above-referenced complaint of *****************. We regret any inconvenience ************ may have experienced regarding her account. We appreciate the opportunity to respond.

A review of the ****** account reflects that ************ began her ****** services on September 30, ****, and she has two active lines subscribed to our T-Mobile Unlimited Basic plan with monthly service charges of $75.00 for line one and $50.00 for line two. ************ can save $5.00 a line with an active enrollment in our AutoPay feature. Our records also reflect on June 29, 2022, ************ upgraded her device associated with the line of service ending in **** when she entered into a 24-month Installment Billing Agreement, COS-*********, for an Apple iPhone 13 128 GB device.

We have built a solid reputation on honest business practices, and it is not our intention to mislead or confuse our customers with regard to the services we are able to provide. In our effort to provide clear communication about features, promotions, and pricing, ****** publishes an overview and our retail brochures, displays, partner stores, and web site at www.sprint.com have not deviated from the published information.

Efficiently managing our wireless network is a big part of our commitment. ****** is continuously striving to meet our customer needs with innovative products and services. To remain competitive and ensure customers on the network continue to experience world class service, we have implemented certain limitations on roaming-included voice plans, which are necessary to control roaming expenses. This allows ****** to continue to offer great service and competitive rates to our customers.

As stated in our Terms of Service, ****** reserves the right, without notice, to deny, terminate, modify, disconnect or suspend service if off-network usage in a month exceeds: (1) voice: 800 min. or a majority of minutes; or (2) data: 50, 100 or 300 megabytes or (based on plan terms) a majority of kilobytes. For further information regarding ****** terms and conditions, please visit www.sprint.com/termsandconditions.

Our records reflect most usage for the last several months on phone lines ending in **** was off-network roaming. Our records also reflect SMS notifications were sent on October 19, 2022, and November 18, 2022, advising the line of service ending in **** exceeded our off-network voice roaming limits, which is in violation of the terms and conditions. We also advised the services would be terminated should the off-network voice roaming services continue. Our records further reflect effective November 26, 2022, the line of service ending in **** was canceled due to excessive roaming.

We can also confirm the Installment Billing Agreement, COS-********* was canceled on November 27, 2022, at the request of ************* Because this action took place prior to the satisfaction of the aforementioned IBA term, ************ incurred Cancellation/Acceleration charges of $633.29 for the Apple iPhone 13 device, as reflected on her December 2022 invoice. We further confirm ************ remitted a payment of $633.29 on November 27, 2022, to offset the aforementioned Cancellation/Acceleration charges.

Unlocking is a general term that refers to one or more types of device unlocking. MSL unlocking refers to providing an MSL code in order to disable software that sets device parameters and prevents a device from activation on a different network. Unlocking also refers to enabling the *** slot of the device to allow another carriers *** card to be inserted (either domestic or international).

Unlocking a device will not necessarily make that device interoperable with another carriers network. In other words, a device designed for one network is not made technologically compatible with another network merely by unlocking it. Additionally, unlocking a device may enable some functionality of the device but not all (e.g., an unlocked device may support voice services but not data services when activated on a different network). Additional information about our unlocking protocol is available on our website at www.sprint.com/unlock.

****** will unlock a device under the following circumstances:

Any associated service agreement, installment billing purchase agreement, or lease agreement for the device must be fulfilled, including payment in full of any applicable Early Termination Fee(s) or end-of-lease/installment billing purchase options;

The account associated with the device must be in good standing;

The device has not been reported as lost or stolen and is not associated with fraudulent activity or otherwise flagged as ineligible for unlocking; and

The device has been active on the ****** network, currently or in the past, for a minimum of 40 days.

Devices manufactured after February 2015 that meet all of the above criteria will be automatically ***-unlocked once they become eligible.

We confirmed ************** referenced Apple iPhone 13 128GB device is eligible for MSL unlocking. Please note the *** unlock information was transmitted to the device in question on December 16, 2022. We also confirmed that ************** Apple iPhone 13 128 GB device is not listed as stolen on the negative registry list.

During our conversation with ************ on December 16, 2022, we discussed the information noted above. Although we consider the referenced Cancellation/Acceleration charge is valid for the Apple iPhone 13 device, as a courtesy, we applied a onetime service credit of $633.29 to ************** ****** account to offset that charge. As a result, no payment is due on January 1, 2023, and her account reflects a credit balance of $460.93. We further confirmed that the aforementioned Apple iPhone 13 device was unlocked. ************ indicated her satisfaction with our resolution.

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 ****** 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 Response
Initial Complaint
Date:12/13/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
In July 2022 I was given the option to transfer from Sprint to ******** as part of a promotion to upgrade my four phones to new models for free as long as I sent in the four existing phones. They promised me no change in my monthly bill of $203. Ever since ******** had been overcharging me $83.34 each month. I call to correct and some months they credit some but not all. Some months they don't fix anything. Each time they PROMISE me it will be the last time I have to call about it because they have resolved to fix it permanently. Each time I call I'm put on hold as they go back and forth "researching". I'm beginning to suspect this is how they do business.
Business Response
Date: 12/27/2022

December 27,2022

FILED ELECTRONICALLY

Better Business Bureau
12639 *************, *te 200
*****, ** *****

            Re:     ***********************
                        Your File No. 18566250
                        ******** Account No.*********

To Whom It May Concern:

******** U*A, Inc.(********) is in receipt of your correspondence dated December 13, 2022,regarding the above-referenced account.

******** regrets any concerns ****************** may have experienced when migrating his services from Sprint to ********, and we appreciate the opportunity to resolve these concerns to his satisfaction.

******** records confirm that on December 7, 2022, ****************** migrated four voice lines of from Sprint to ********, and subscribed to our Unlimited Plan with **************** plan which includes the first two lines of service for $123.00 per month, with additional lines available at $30.00 per month, per added line of service.

On July 14, 2022, ****************** qualified for an took advantage of our Equipment Installment Plan (***) offering with the purchase of two ******* Galaxy *22 Plus 128GB handsets for his voice lines ending in **** and 6281. ****************** was not required to remit a down payment; however, he agreed to a series of 23-monthly installments of $41.67 per handset, and a final monthly installment of $41.58. At the time of purchase, ****************** was offered two trade-in credits of $15.00 for two ******* Galaxy *8 handsets. As a result, the purchase qualified for ********s Sprint 2022 ******* Trade P12 promotion, which provides monthly recurring device credits (RDC) of $41.67 per handset.

On July 15, 2022, ****************** once again made use of ********s *** offering with the purchase of two Apple iPhone 13 Pro 128GB devices for his voice lines ending in **** and 4961. ****************** was not required to remit a down payment; however, he agreed to a series of 23 monthly installments of $41.67 per handset, and a final monthly installment of $41.58. ******** records confirm that there was no trade-in used for these handset purchases.

Our records confirm that ****************** contacted our Team of Experts (TEX) on August 24, 2022, with concerns about the promotion discussed at the time he migrated from Sprint to ********. ****************** was advised that the *** for his line ending in **** was no longer eligible for the prior promotion,as one of the traded in ******* Galaxy * handsets was found to have warranty voiding screen damage. As such, the promotion was removed from ****************** account for one of the two financed ******* Galaxy *22 Plus 128GB handsets.

To resolve this dispute, ******** applied an adjustment of $66.67 to the account balance as a one-time courtesy, as ****************** billing statement dated November 21, 2022, reflected a total balance due in the amount of $286.34. This balance consisted of new access charges, equipment, and service fees from October 21, 2022, through November 20, 2022.

******** records confirm that ****************** *** ending in ****, for his Apple iPhone 13 Pro Blue bearing ******************** Equipment Identity (IMEI) number ending in **** is not a qualified purchase for a free device. However,as an additional courtesy, on December 17, 2022, ******** closed (paid off) the remaining *** balance of $791.64.

****************** can expect his new monthly statements, going forward, to reflect a base rate of $203.00 with AutoPay. AutoPay automatically deducts the balance owed on the account approximately two to three days prior to the bill due date using a stored credit card, debit card or checking account supplied by the customer. Customers continue to receive notifications that reflect the balance due as well as a notation that the account is on AutoPay. AutoPay also provides our customers with a $5.00 discount per qualifying line of service up to eight lines of service, or a maximum of $40.00 per month.

*ince the damaged trade-in device disqualified the purchase from the prior promotion, to amicably resolve this issue, on December 16, 2022, our office manually added the * 2022 ******* Trade P12 promotion back to ****************** line of service ending in ****, which will provide 19 monthly RDC of $41.67. On December 17, 2022, our office also applied an account credit of $39.01 to the account updating the credit balance to $122.35. ******** regrets any inconvenience to ******************

Based on the foregoing, we respectfully request this complaint against ******** be closed.

Thank you for bringing this matter to our attention. *hould you have any further questions, please feel free to contact me at ************.

Very truly yours,

T-MOBILE U*A,INC.

*************************
Executive Response
Initial Complaint
Date:12/13/2022
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
9-12-22 purchased a new device with **** card for $39.99 plus $3.34 service fee.10-05-22 received new device but my broken device was still better even broken; Ace activated the new device after I asked to return the new device; Ace mailed an envelope for me to return the device to the **mpany;10-22-22 ** said I would lose the service fee but that they had received the device back and would refund my card with 3-5 days. Refund ID#****************** called ** again re refund was given refund tracking #********* expect within **** days 11-08-22 was on the phone with ** for 52 minutes was told refund would be immediately. The line was dis**nnected 11-08-22 spoke with someone who seemed to be a manager, who stated the **mpany didn't ever receive the device back (in the envelope they provided) and they wouldn't refund me the funds.I expected my $39.99 returned to me since I returned the device.
Business Response
Date: 12/23/2022
December 22, 2022

FILED ELECTRONICALLY

Better Business Bureau
12639 *************, Ste 200
*****,** *****

Re:      ***********************
                        Your File No. 18565257
                        Assurance Wireless Account No. *********

To Whom It May Concern:

Sprint, now part of ******** (Sprint) is in receipt of your correspondence dated December 13, 2022,regarding the above-referenced account. Sprint regrets any concerns **************** may have experienced with his Assurance Wireless device. We appreciate the opportunity to respond.

Please note, all new Assurance Wireless devices are provided with a one-year warranty. Assurance Wireless offers a mail-in warranty replacement option, and when a device replacement order is processed, customers are required to return the defective device to complete the warranty exchange order. The warranty does not cover damaged, lost, or stolen devices and if a device is reported as lost or stolen, customers are required to pay $39.99 plus tax for a replacement. Please note, we are unable to guarantee a specific model for her replacement device, as this is based on available inventory.

Our records reflect on September 23, 2022, **************** contacted our ************************ to report that her device had a cracked screen and requested a replacement. It was determined that her device was not covered under the one-year warranty. At that time, **************** remitted a payment of $43.54 for a replacement device. On October 4, 2022, a replacement device was mailed to ***************** Furthermore, on October 6, 2022, **************** contacted our ************************ and advised that she received her replacement device; however, she was not satisfied with the replacement device that she received, and requested a refund. A prepaid return label was sent to **************** to facilitate the return of the device.

On December 22, 2022, we corresponded with **************** via email regarding her refund concern. At that time, we advised ****************, that we were able to confirm the receipt of the returned device. On December 21, 2022, a refund of $43.54 was processed to her original method of payment. 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 Response
Initial Complaint
Date:12/13/2022
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On or about December 5th I went to ******** on ******* drive. I bought 2 Apple Watches. When calling ******** to make sure the watches were on promotion where it would issue a 20 credit per month. The promotions will not attach to *** wat se 44 Al because it is the older version. The *** wat SE2 40 Al will attach to the promotion but the older version won't. I returned the merchandise to the store because it will not credit my account each month.. based on the notes in the system and conversations with customers care ******* the store manager changed me a restocking fee. Attached hereto are the receipts.I would greatly appreciate your help in retrieving my entire refund. Regards, *****
Business Response
Date: 12/26/2022
December 26, 2022

FILED ELECTRONICALLY

Better Business Bureau
12639 *************, Ste 200
*****, ** *****

Re: ****************************
******** Account Holer: ***********************
Your File No. ********
******** Account No. *********

To Whom It May Concern:

******** ********* (********) is in receipt of your correspondence dated December 15, 2022, regarding the above-referenced account. Please be advised ******** has confirmed **************************** and *********************** are one and the same. Please note, we have made attempts to contact ***************************, which have proven unsuccessful. Therefore, we will make every effort to address **************** Spanns concerns within this correspondence.

******** regrets any concerns *************************** may have regarding the above-referenced account, and we appreciate the opportunity to address this matter. Starting November 22, 2022, and for a limited time, ******** offered customers who purchased an Apple Watch SE 2nd *** 40mm for $99.00 or 44mm for $149.00, via Recurring Device Credits (RDC), when they purchase it on our Equipment Installment Plan (EIP) and activate a new line on a qualifying Apple DIGITS rate plan.

On December 5, 2022, *************************** activated two DIGITS lines ending in **** and **** and subscribed to our Apple DIGITS rate plan at the cost of $15.00 per month for each line. With these activations, *************************** utilized our EIP to purchase an Apple Watch SE 2nd *** 40mm smartwatch and an Apple Watch SE 44mm smartwatch. *************************** was not required to remit a down payment; however, she remitted payment for taxes on the full retail price at the time of purchase and agreed to 24 monthly installments of $12.50 and $12.92.

With this purchase, the Apple Watch SE 2nd *** 40mm smartwatch qualified for the above-mentioned promotion and the account would receive a monthly credit of $8.33 for the duration of the **** as long as eligibility was maintained. However, the Apple Watch SE 44mm did not meet the above-mentioned eligibility requirements and the account was not enrolled in the promotion.

Please be advised customers returning equipment may be assessed a restocking fee at the time the return is processed. This fee is disclosed in both our Terms and Conditions and detailed in our Return Policy, which is displayed in our retail locations as well as online at www.********.com. As stated in our Return Policy:

******** will gladly assist you with your Returns. You can return or exchange a Device or accessory (Device) for a refund within 14 days of the purchase or lease date of the original Device. Return the Device with your receipt, in its package, with all contents, undamaged and in good working condition, with no material alterations to the Devices hardware or software, to the sales channel where you received your Device. Refunds and exchanges will be less any rebates received and shipping costs. Certain promotional offers may require you to return all items you received with your Device and could cause you to become ineligible for any promotional discounts. You may also be required to pay a restocking fee based on the Full Retail Price (FRP) of the Device as follows: $70 for devices with a FRP of $600 or more; $40 for devices with a FRP between $300-$599; and $20 for devices with a FRP of less than $300.

On December 7, 2022, *************************** visited a retail store to return the above-mentioned equipment. With these returns, *************************** was charged a total of $60.00 for restocking fees.

In an effort to amicably resolve *********************** concern, ******** issued a refund of $60.00 via a prepaid MasterCard. *************************** can expect to receive the prepaid MasterCard vis U.S. mail within ten business days. ******** regrets any inconvenience to ****************************

Based on the foregoing, we respectfully request this complaint against ******** be closed.

Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at ************.

Very truly yours,

T-MOBILE USA, INC.

************************;
Executive Response

Customer Answer
Date: 12/27/2022

Complaint: 18565240

I am rejecting this response because:With this purchase, the Apple Watch SE 2nd *** 40mm smartwatch qualified for the above-mentioned promotion and the account would receive a monthly credit of $8.33 for the duration of the **** as long as eligibility was maintained. However, the Apple Watch SE 44mm did not meet the above-mentioned eligibility requirements and the account was not enrolled in the promotion.

The above mentioned transaction that took place is a clear deception that ******** has been doing for a while..

After I waisted 3 hrs dealing with this situation ..at no point did the associate explain what was mentioned above..

THIS is the second time this has happened.. the first time is when they added the iPhone 12 almost 2 years ago.. deceiving their price.. the store manager ****** said the extra line was to be free along with the phone and I have paid 20$ a month for 2 years..  which should have been FREE

I called ******** to make sure the watches were on promotion where it would issue a $20 credit per month. The promotions will not attach to *** wat se 44 Al because it is the older version. The *** wat SE2 40 Al will attach to the promotion but the older version wont.

Im exhausted dealing with ********* When I bought the watches they decided to deceive me again.. $60 will not compensate these issues.. my time.. my efforts to correct your FALSE advertisement..

Yes I got your message *******.. one message on the Friday before Christmas..

Maybe ********  can do the right thing here..
************************************

Sincerely,

****************************
Business Response
Date: 01/13/2023

January 13, 2023

FILED ELECTRONICALLY

Better Business Bureau
12639 *************, Ste 200
*****, ** *****

Re: ****************************
******** Account Holer: ***********************
Your File No. ********
******** Account No. *********

To Whom It May Concern:

******** ********* (********) is in receipt of your correspondence dated January 10, 2023, regarding the above-referenced account. Please be advised ******** has confirmed **************************** and *********************** are one and the same.

******** regrets any continued concerns *************************** has and we appreciate the opportunity to respond. As indicated in our response dated December 26, 2022, *************************** was issued a refund in the amount of $60.00 via a prepaid MasterCard as a means of reimbursing her for the restocking fees assessed at the time the return was processed.

******** records confirm ************************** activated the above-referenced account on December 27, 2017, which currently has five voice lines of service ending in ****, ****, ****, ****, and ****. *************************** is subscribed to our Magenta rate plan at the cost of $130.00 per month for the first two lines and $25.00 per month for each additional line. Please note that *************************** is enrolled in our ******************************************************************************************************************* ****, as long as eligibility is maintained. The account is enrolled in AutoPay for which *************************** receives a $5.00 monthly discount per paid line of service.

From June 15, 2021, through July 22, 2021, ******** offered our 2021 Line On ** 10 promotional offer. Existing customers who activated at least two additional voice lines to their account to get one of them free via monthly recurring bill credits. On June 17, 2021, *************************** qualified for this offer by activating the voice lines ending in **** and ************************************************************************************** ****, as long as eligibility is maintained.

On June 17, 2021, *************************** utilized our Equipment Installment Plan (EIP) to purchase an Apple iPhone 12 ************* handset to use on the mobile number ending in ****. *************************** was not required to remit a down payment; however, she remitted payment for taxes on the full retail price at the time of purchase and agreed to 24 monthly installments of $45.84. Additionally, *************************** utilized our EIP to purchase an Apple iPhone 12 64GB handset to use on the mobile number ending in ****. *************************** was required to remit a down payment of $100.00 plus taxes on the full retail price at the time of purchase and agreed to 24 monthly installments of $30.42. With these purchases, *************************** qualified for our 2021 Apple Buy 2 P1 promotional offer and the account receives a monthly credit of $30.42 for the duration of the **** as long as eligibility is maintained.

On January 12, 2023, our office contacted *************************** to advise of our findings above. At that time, *************************** expressed concerns specifically with the cost of one of her paid additional lines. In discussing *********************** concerns, we confirmed the normal cost of an additional line after applicable AutoPay discounts is $20.00 per month. In an effort to amicably resolve **************** Spanns concerns, ******** issued a one-time account credit of $480.00, which is equivalent to 24 months of the $20.00 add-a-line cost. This updated the account to reflect a credit balance of $251.66. ******** regrets any inconvenience to ***************************.

Please be assured ******** strives to provide world-class service to all our customers on each contact. We also make every effort to provide complete and accurate information to our customers. We apologize if any ******** employee failed in any way to display that during *********************** recent contact with our retail location.

Based on the foregoing, we respectfully request this complaint against ******** be closed.

Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at ************.

Very truly yours,

T-MOBILE USA, INC.

************************;
Executive Response
Initial Complaint
Date:12/12/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
We were a customer of **********************, ********************** failed to honor our contract agreement. I tried to work it out for several days. I got the run around. I told them I was going to terminate the contract. I stopped withdraw from my bank account. At that time I did not owe them anything. 8 months later I'm getting turned over to collections. Maybe they did not understand I terminated the agreement because they did not honor our contract. The collection agency says we owe $364.43. I don't know why. I would like to file a complaint. I have contacted and tried to resolve this issue with Sprint. That's why they were terminated.
Business Response
Date: 12/23/2022
December 23, 2022

Better Business Bureau
12639 **************., Ste. 200
*****, ** *****

Re:File 18564256
Account XXXXX4418, ***************************

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 with, the Sprint account was activated on December 20, **** and had three mobile lines of service subscribed to our Unlimited Tax-Inclusive rate plan. In addition, ****************** had a device Installment Billing Agreement (IBA), COS-*********, for an Apple iPhone 11 device on mobile line ending in **** and a Sprint Flex Lease Agreement, TM-L-*********, for a ******* Galaxy A10 device on mobile line ending in 5501. Regrettably, the account was closed on April 10, 2022, as a result of a port request received.
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.
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 (DPP) (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.
Upon our review of our records, we determined ****************** elected to cancel his Sprint service on April 10, 2022. On April 22, 2022, Mr. ******** payment in the amount of $196.59, which was received on April 4, 2022 for his February 2022 through March 2022 billing period, was returned to his financial institution in accordance with a dispute received. We show the $364.43 account balance consists of unpaid charges for valid monthly service charges, equipment charges and late payment fees as reflected on the March 2022 through May 2022 invoices. Because the outstanding balance remained unpaid, the account was referred to a third-party collection agency on August 5, 2022. Based on our review, we were unable to identify a Sprint billing error. As such, we consider the balance, and our actions to collect the debt to be valid. ****************** may contact the accounts assigned third-party collection agency, **********************************, for negotiation of the account balance. They can be reached at ************.

We made several attempts to contact ****************** at the telephone number and email provided in his inquiry advising of our receipt of his complaint and our desire to speak with him directly. Regrettably, we were unsuccessful with our contact attempts. Therefore, we ask ****************** to contact us at the number provided below at his earliest convenience if he has any outstanding concerns. ****************** will be expected to provide his account PIN or answer to the account security question when his 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 **************.

Sincerely,

SPRINT

*******************************
Executive Response

Customer Answer
Date: 02/07/2023
1/25/2023
This is in response to case number ********. I filed a complaint and have responsed to your letter which I have received within the time period. We would like this case to remain open regardless of the response time.
Business Response
Date: 02/07/2023
January 31, 2023

FILED ELECTRONICALLY

Better Business Bureau
12639 **************., Ste. 200
*****, ** *****

Re: File 18892675
Sprint Account *********, ***************************

To Whom It May ****************** style="color: rgb(33, 37, 41);">
Sprint, now part of ******** (Sprint) is in receipt of the above-referenced complaint of **************************** We regret any continued inconvenience ****************** may have experienced with his billing concerns. We appreciate the opportunity to respond.

As stated in our response to your file number ******** dated December 23, 2023, Mr. ******** Sprint account was activated on December 20, ****, and had three mobile lines of service subscribed to our Unlimited Tax-Inclusive rate plan. In addition, ****************** had a device Installment Billing Agreement (IBA), COS-*********, for an Apple iPhone 11 device on mobile line ending in **** and a Sprint Flex Lease Agreement, TM-L-*********, for a ******* Galaxy A10 device on mobile line ending in 5501. Regrettably, the account was closed on April 10, 2022, because of a port request received.

Upon our review of our records, we determined ****************** elected to cancel his Sprint service on April 10, 2022. On April 22, 2022, Mr. ******** payment in the amount of $196.59, which was received on April 4, 2022, for his February 2022 through March 2022 billing period, was returned to his financial institution in accordance with a dispute received. We show the $364.43 account balance consists of unpaid charges for valid monthly services rendered, equipment charges and late payment fees as reflected on the March 2022 through May 2022 invoices. Because the outstanding balance remained unpaid, the account was referred to a third-party collection agency on August 5, 2022. Based on our review, we were unable to identify a Sprint billing error. As such, we consider the balance, and our actions to collect the debt to be valid. ****************** may contact the accounts assigned third-party collection agency, **********************************. They can be reached at ************.

We spoke to ****************** on January 26, 2023, and advised him of the above referenced information. In addition, during our discussion, ****************** requested additional information regarding his device insurance. We confirmed ****************** was unable to take advantage of the device insurance because he elected to cancel his service on April 10, 2022. In addition, we advised the charges are valid and ****************** request a reprint of his invoices from March 2022 to April 2022 to review.

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,

SPRINT

Sirval Vanduvall
Executive Response
Customer Answer
Date: 02/07/2023
1/18/2023
This complaint is assigned to Id number ********. *************** within 7 calendar days as requested. This response is not acceptable. Sprint now being part of ******** was not explained to me. This is not a billing concern as Sprint believes to be. This is a no customer service issue. This can be settled by Sprint if they will honor my warranty agreement. I was refused to file a warranty claim that I had paid for. The problem can be resolved by letting me complete my warranty that I have paid for. Sprint can contact me at ************ / ****************************************. ****** ** 27283. File my warranty claim and then Sprint can get paid. Based upon the foregoing I respectfully request that this complaint remain opened.
Thank you.
***************************
1806 *************
******, ** 27283
************
Id# ********
Business Response
Date: 02/10/2023
February 10, 2023

FILED ELECTRONICALLY

Better Business Bureau
12639 **************., Ste.200
*****, ** *****

Re:      Rebuttal File ********
                        Sprint Account *********, ***************************

To Whom It May Concern:

Sprint, now part of ******** (Sprint) is in receipt of the above-referenced complaint of ***************************. We regret any continued concerns ****************** may have regarding his handsets, and we appreciate the opportunity to respond.

As stated in our response to your file number ******** dated December 23, 2022,Mr. ******** Sprint account had a device Installment Billing Agreement (IBA),COS-196429658, for an Apple iPhone 11 device on mobile line ending in **** and a Sprint Flex Lease Agreement, TM-L-*********, for a ******* Galaxy A10 device on mobile line ending in 5501.

By purchasing or leasing equipment, ****************** receives a one-year Limited Warranty provided by the manufacturer of their device. During the Limited Warranty period, ****************** was eligible to receive replacement of their device through **********************, however as the account is cancelled, Sprint is unable to process any warranty exchanges. As such, ****************** is welcome to contact the manufacturer of his handsets directly to discuss repair or replacement options. For any Apple related concerns, ****************** may reach Apple directly at 1-800-MY-IPHONE ***************) or online at *****************************. For ******* concerns, ****************** may contact ******* at ************** or online at **************************.

Please note that we have made several attempts to reach ****************** regarding his concerns via phone. Unfortunately, we have not received a return call from him. Therefore, we invite ***************** to contact us at the number provided below at his earliest convenience if he has any outstanding concerns regarding his handsets. He will be expected to provide an account PIN or an answer to an account security question at the time of his call.

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,

Sprint

*******************************
Executive Response
Customer Answer
Date: 03/15/2023
2/26/2023
Dear Resolutions Specialist,
This complaint is assigned to Id number ********. After all of this back and forth with Sprint they could have to settle the issue to start with. By telling me I had a leased telephone covered under warranty but no Spring refused to inform me of the possibility that my phone was covered under warranty.
So after months of arguements back and forth Sprint forced me to terminate 3 cell phone contracts. Sprint admitted to me recently my telephone with a three way call. With the warranty coverage provider. Yes I have been in communication with Sprint which they deny that I have talked to them. Sprint being part of Tmobile maybe their policy has changed and the customer is not always right.
I will make settlement with Sprint but I would advised anyone looking for a phone company to do your research prior to signing an agreement. These phone companies have their answering services do the rope and dope on their customers. Sprint could have worked this out to save their customer. They were willing to loose a customer over a damaged cell phone.
Based upon the foregoing, we respectfully request that this complaint against Sprint remain open.
Respectfully as a closure to this sistuation I request a written apology from Sprint for forcing my hand to terminate them as a cell customer.
Thank you,
***************************
Initial Complaint
Date:12/12/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have contacted sprint on multiple occasions because they allowed an unauthorized person to upgrade to a new phone on my account without my permission. I have had to pay this lease agreement which intially it was unknowingly, I had no clue of what had been done and it was done in a store in person. So you dont need ID or authorization to get a phone that cost over a $1000 in someones name? How do they let this happen? Now Ive been stuck paying for a phone that I did not buy, I have never authorized another person on my account so no one should be able to buy in my name. Sprint has told me they are looking into it, but Im still being held responsible. I cant even leave them because Im stuck in a lease agreement for a phone I never purchased. Sprint needs to clear this up not tell me Ive been paying it, show me where I purchased this phone, where is my signature.
Business Response
Date: 12/26/2022
December 26, 2022

FILED ELECTRONICALLY

Better Business Bureau
12639 **************., Ste. 200
*****, ** *****

Re:      *****************************
            File 18563288
                   Sprint Account 284694887
                   ******** Account *********

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 her billing concerns. We appreciate the opportunity to respond.

Ms. ******* account was established with Sprint on February 22, 2017. The account was later closed when **************** migrated her services to our ******** billing system on November 10, 2022. **************** had three voice lines subscribed to our Unlimited Freedom plan. Additionally,we show an Apple iPhone 12 ************* device via ******** Installment Billing Agreement (IBA) COS-********* was purchased on March 1, 2021, for mobile line ending in ****.
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 on March 1, 2021, Ms. ******* son visited one of our retail locations and obtained an Apple iPhone 12 ************* device via ******** Installment Billing Agreement (IBA) COS-********* for mobile line ending in ****. Consistent with the terms of the **** **************** has been paying the monthly cost of the device since that time.

On July 29, 2022,**************** spoke with our ************************ and requested that a fraud investigation be opened for the above device purchase. Per the investigation by our **************** on August 2, 2022, we confirmed that Ms. ******* son provided the correct account security information on March 1, 2021, and he was authorized to make the noted device purchase. No Sprint error related to the purchase of the Apple iPhone 12 ************* was identified.
Although no Sprint error was identified in the device dispute that **************** has brought to our attention, as a goodwill gesture, Sprint canceled valid IBA COS-********* on November 10, 2022, for the associated Apple iPhone 12 ************* and applied a $166.60 account credit for the remaining amount owed on the device. As another goodwill gesture, Sprint applied an additional credit of $248.16 to zero the balance that was owed on the Sprint account for service charges reflected and utilized on the October 2022 dated invoice. And last, to bring absolute closure to Ms. ******* device purchase concerns, Sprint applied an account credit of $509.51 on December 26, 2022, to Ms. ******* ******** account ending in **** as reimbursement of a portion of the equipment charges in dispute. And last, as a final goodwill gesture, Sprint is not requiring that the Apple iPhone 12 ************* device that has been utilized on her account since March 1, 2021, be returned. Our office relayed these goodwill offers to **************** on December 26, 2022.
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 Response
Initial Complaint
Date:12/12/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I called Sprint as I had a crack on the back of my iPhone and my wife's iPhone. They said they would send out new phones and we send back in the ones we had due to insurance we pay for monthly. Sprint sent return packaging and I sent them back promptly. Then Sprint informed us they should have been sent to Apple, not back to Sprint. Sprint was unable to return phones from their warehouse for 3 months. When I got them back, Apple charged me a nonrefundable fee of $961.93 2 times for each phone and would not accept our phones back due to 60 day return requirement. I'd ask Sprint to reimburse me as it was by their direction and packaging that this all happened.
Business Response
Date: 12/21/2022
December 21, 2022

Better Business Bureau
12639 *****************, Suite 200
*****, ** *****

Re:File 18562809
Account *********, *************************

To Whom It May Concern:

Sprint, now part of ******** (Sprint) is in receipt of the above-referenced complaint of ************************** We regret any inconvenience ******************** *** have experienced with his equipment concerns. We appreciate the opportunity to respond.

Upon our review, we confirmed the Sprint account was activated on February 14, 2013, and currently has three active lines of service. The account currently has two active voice lines subscribed to the Sprint Essentials rate plan and one line subscribed to our CellSpot plan. Additionally, there are two open device ********************** Flex Lease Agreements, WEB-L-********* and WEB-L-*********, for two Apple iPhone 12 Pro devices.

All new devices come with a limited one-year manufacturers warranty. Customers can extend device protection coverage through ********, Assurant, or ************ ******** gives the option to subscribe to a device protection plan provided by Assurant, 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 equipment against loss, damage, and wear and tear that is not covered under the provisions of that warranty. Warranty coverage is available for Apple iPhones, Apple iPads, and Apple Watches. Apple provides warranty coverage for their devices with a 12-month manufacturers warranty and up to 90 days of phone support. Customers *** receive an extended 24-month Apple Warranty if they pay for Protection<360> or ********** Services. AppleCare+ for Apple iPhones extends the coverage to two years. In Sprint stores, AppleCare+ can only be purchased at the initial point of sale.

We identified that ******************** subscribes to Protection<360> on his lines of service ending in **** and 6180. Our records indicate that ******************** contacted our ******************* several times in August 2022, to activate replacement Apple iPhone 12 Pro devices on his noted lines, and to request return kits; however, our records do not reflect a warranty or
Protection<360> claim was processed through Sprint or Assurant. Our records further indicate claim numbers ******** and ******** were fulfilled through Apple on September 27, 2022. Last, we confirmed the defective Apple iPhone 12 Pro devices were returned to our warehouse in
September 2022.

During our November 30, 2022, discussion with ********************, we provided the aforementioned information. In our effort to provide a resolution, we offered to partner with our warehouse team to return the noted defective devices to ******************** once they have been located within our inventory. Additionally, due to any miscommunication that *** have occurred regarding Mr. ********* device returns, we offered to apply a one-time account service credit of $450.00, equal to the buyback value of the noted devices received. Regrettably, ******************** declined our offer and requested a full refund for the $1,903.86, amount charged by Apple when the defective devices were not returned to them. We referred ******************** to Apple regarding his refund concerns, as the funds were not collected by Sprint. We agreed to continue to work with ******************** in the retrieval of the defective devices incorrectly returned to our warehouse.

We followed-up with ******************** on December 15, 2022, and discussed the information noted above. Regrettably, ******************** declined our offer a second time. We must respectfully decline his request for refund. However, should ******************** wish to accept our goodwill offer, we ask that he contact our office directly by January 1, 2022. We regret any inconvenience to *********************

We appreciate ******************** taking time to provide details of his experience with our ************* representatives. 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 Response

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