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:12/12/2022
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.
On 5/26, I received a text stating that my phone would stop working that day unless I acted. I work from home with second-level verifications that use my cell phone. Therefore, this was not an option. I left work to get this resolved. I was the only person that went to the store. I was given a SIM card for the other two lines on my account but was told that I needed a new phone for the third line, (****). So instead of getting a new SIM card, I got a new phone. Additionally, I got one of the most expensive phones, which according to the sales team, I waited too late, this was my only option, and they only had limited phones available. However, it came with a free watch. However, instead of starting a plan with ********* which we discussed at length, I was given a new phone and Smart Watch under a Sprint plan. It was not until I received the first bill that I became aware of the missed steps during this transaction 1.) I did not need a new phone, 2.) I was locked into a Sprint contract, 3.) The watch was not free, and it came with adding an additional line to my account. I reached out to your customer service department to discuss the situation. I was advised that there was nothing they could do. On 11/18, I tried to get an employee discount (In addition to my finance job, I adjunct @ *************************). I was advised that nothing could be done because I am on a Sprint plan. The young lady that was trying to help me spent over an hour trying to reach a resolution. When she ran into a wall on the discount, she called the store and district manager at the ******** location to see if we could at least cancel the watch and line at no penalty, and he rejected this request due to I had it for six months and this was an action of a previous representative as he is a new manager. To add insult to injury, recently, I started receiving advertising regarding the $0 down FREE 5G phone with 24-month bill credit for the other lines on my account.
Business Response
Date: 12/22/2022
December 22, 2022

FILED ELECTRONICALLY

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

Re:File 18561172
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 account concerns. We appreciate the opportunity to respond.

To begin with ************** began her Sprint services on March 31, 2011, and she currently has three mobile lines of service subscribed to our Sprint Essentials rate plan that has monthly service charges of $65.00 for line one, $35.00 for line two, and $20.00 for line three. ************** also has the opportunity to save $5.00 per line with active enrollment in our AutoPay feature.
Sprint and ******** merged in April 2020 with a commitment to build the best 5G network. Since then, weve worked to combine Sprints assets with ********s to deliver a transformative 5G network experience from big cities to small towns and places in between and we are moving quickly to build our most advanced network ever. Now ******** has the largest and fastest 5G network according to data from several third-party benchmarking companies. On top of that, ********s 4G LTE network covers 99% of consumers domestically. Learn more about our 5G network nationwide network poised to bring 5G to consumers and businesses alike in both urban areas and underserved rural communities, by visiting https://www.t-mobile.com/coverage/4g-lte-5g-networks. This combination promises to deliver more bandwidth than before.
In addition, ******** network modernization upgrades and improves our network towers to newer and faster technology. Our goal is to build a transformative nationwide 5G network for all consumers and phasing out 3G CDMA technology is part of the plan. ******** began notifying customers more than six months before the March 31, 2022, retirement date, and efforts to decommission the legacy Sprint CDMA network are on-going including similar notices for the Sprint LTE network retirement on June 30, 2022. This will free up valuable nationwide spectrum for ********s LTE and 5G networks, and it gives customers a higher capacity, faster, and more reliable network.
To ensure customers have continued services, we have consistently reached out to assist our affected customers who need to upgrade to a newer device or simply swap their old SIM with a new ******** SIM. As planned, on March 31, 2022, we began to retire the Sprint CDMA network. In order to maintain network connections for services, customers with Sprint CDMA-dependent devices (handsets or data devices) must either (1) upgrade to a device that is compatible with ********s LTE and/or 5G network or (2) replace their SIM with a ******** SIM, depending on the device type.
A review of the account reflects that ************** upgraded her device associated with the mobile line of service ending in **** when she entered into a 24-month Installment Billing Agreement (IBA), COS-*********, for a ******* Galaxy S22 128 GB device that has a monthly installment charge of $33.34. On the same date, ************** also added watch line ending in **** and entered into a 24-month IBA, COS-*********, for a ******* Galaxy Watch4 40mm device. Our records also reflect that ************** took advantage of our Get a ******* Galaxy Watch 4 for Free promotion. With this promotion, customers who add a new line of service and purchase a qualifying ******* Galaxy Watch4 on an IBA can receive a monthly credit up to $12.55 to offset the monthly installment charge of the new ******* Galaxy Watch4 purchased. Our records confirmed that ************** made a qualifying purchase and is receiving the corresponding $12.55 monthly promotional credit, accordingly. Based on our initial review, we were unable to identify a Sprint billing error.
During our conversation with ************** on December 16, 2022, we discussed the information noted above. While we maintain no Sprint billing or processing error was identified, in an effort to resolve the matter to Ms. ****** satisfaction, we agreed to schedule a monthly account service credit of $16.67 on the line of service ending in **** that will award through the remaining 17-months of the associated IBA COS-*********, to offset one-half of the monthly installment charge for the associated device. As an additional goodwill gesture, we also agreed to apply a one-time account service credit of $166.69 to Ms. ****** Sprint account, updating the account balance to $126.51. ************** accepted our goodwill offers and indicated her satisfaction with our resolution. 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,

*****************************
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.
My sprint phones (3lines) have been paid off for over 1 year, one of the lines has been transferred over to ******* yet I am still be charged for the phones. I have been calling and have been in the store multiple times with no resolution. They keep advising me that they have resolved the problem and are crediting my bill but neither ever occurs.
Business Response
Date: 12/23/2022
December 23, 2022

FILED ELECTRONICALLY

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

Re:File ********, ***********************
Sprint Account XXXXX9979, ***********************;


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 billing concerns.

A review of the Sprint account reflects that ************** opened her account on July 3, 2016. The account currently has two active mobile lines subscribed to our ******** Unlimited Basic Tax-Inclusive rate plan that has monthly service charges of $65.00 for line one and $45.00 for line two. ************** has the opportunity to save $5.00 per line with active enrollment in our AutoPay feature. Our records also reflect that ************** upgraded her device associated with the line of service ending in **** on April 15, 2020, when she entered into an 18-month Sprint Flex Lease Agreement, WEB-L-H183621672, for an Apple iPhone 11 device. She also upgraded the device for the line of service ending in **** on June 18, 2020, when she entered into an 18-month Sprint Lease Agreement, COS-L-H191101482, for an Apple iPhone Apple iPhone 11 device.

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.

We confirmed that **************** signed Lease Agreements clearly and conspicuously disclose 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 Agreements. 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.

Upon our review of **************** account, our records confirmed the 18-month term for Sprint Flex Lease Agreements WEB-L-H183621672 and COS-L-H191101482 were satisfied in October 2021 and December 2021, respectively. However, we have no record of a request to close the leases, that the devices were returned, or a payment was received for the end of lease Device Purchase Price, and there is no record of a previous dispute regarding the noted device agreements. Therefore, ************** continued to be billed on a month-to-month basis per the Terms and Conditions of her signed lease agreements. Based on our review, we were unable to identify a Sprint billing error and consider the lease agreements to be valid.

We made multiple attempts to contact ************** at the telephone number and e-mail provided in her inquiry, advising of our receipt of her complaint and our desire to speak with her directly. Regrettably, we have not been able to speak with ************** to date. Although we were unable to identify a Sprint billing or processing error, in an effort to resolve **************** concerns, we closed the two Lease Agreements in dispute and applied an account service credit to offset the Fair Market Value charges assessed when the agreements were closed, designating the devices paid in full. Should ************** have any further concerns, we invite her to contact us at the number listed below. 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,

*****************************
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.
On or around 10/4/21 I upgraded the three phones on my account. I did not want to upgrade at that time as I had already paid off my phone and was very happy with it. I was told that they were shutting down the network that my phone operated on and it would no longer work. I elected to upgrade all three lines.As part of this transaction there were to be recurring credits to my account effectively paying off the device with $0 out of pocket to me.On 8/11/22 there was a network issue and I was required to get a new SIM card for one of the devices. Since that time the recurring $35.42 credit has not been applied to my account. Each month I have to call back in to complain and get the credit reinstated/applied. Each time I have called in I am told that the issue has been resolved and I should not have any issues going forward. Each of these interactions requires me to take time out of my day to call Sprint/T-Mobile. My call today, 12/12/22, took over 58 minutes. Further, when I did the upgrade in 10/2021 I was told by the agent that I was "required" to purchase insurance on the devices. This was not true, at all. I was offered two "tracking devices" that I was told would be free and no monthly charges. This was also not true. Upon receiving my bill I had to call back to have the charges removed. This was resolved then but is another example of the billing issues and deception their sales staff.
Business Response
Date: 12/23/2022
December 23, 2022

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

Re:File 18560906
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 his equipment billing concerns. We appreciate the opportunity to respond.

We confirmed the Sprint account was activated on January 6, 2016, and currently has three active lines of service. The phone lines on the account are subscribed to the Unlimited Freedom-********************* plan.

Sprint and ******** merged in April 2020 with a commitment to build the best 5G network. Since then, we have worked to combine Sprints assets with ********s to deliver a transformative 5G network experience from big cities to small towns and places in between and we are moving quickly to build our most advanced network ever. Now ******** has the largest and fastest 5G network according to data from several third-party benchmarking companies. On top of that, ********s 4G LTE network covers 99% of consumers domestically. Learn more about our 5G network nationwide network poised to bring 5G to consumers and businesses alike in both urban areas and underserved rural communities, by visiting https://www.t-mobile.com/coverage/4g-lte-5g-networks. This combination promises to deliver more bandwidth than before.

In addition, ******** network modernization upgrades and improves our network towers to newer and faster technology. Our goal is to build a transformative nationwide 5G network for all consumers and phasing out 3G CDMA technology is part of the plan. ******** began notifying customers more than six months before the March 31, 2022, retirement date, and efforts to decommission the legacy Sprint CDMA network are on-going including similar notices for the Sprint LTE network retirement on June 30, 2022. This will free up valuable nationwide spectrum for ********s LTE and 5G networks, and it gives customers a higher capacity, faster, and more reliable network.

To ensure customers have continued services, we have consistently reached out to assist our affected customers who need to upgrade to a newer device or simply swap their old SIM with a new ******** SIM. As planned, on March 31, 2022, we began to retire the Sprint CDMA network. In order to maintain network connections for services, customers with Sprint CDMA-dependent devices (handsets or data devices) must either (1) upgrade to a device that is compatible with ********s LTE and/or 5G network or (2) replace their SIM with a ******** SIM, depending on the device type.

Customers who move from older technologies to 4G/5G service will get:

************** speeds that are 100 to 300 times faster
Enhanced public safety and 911 location accuracy capabilities that will make customers safer

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.

A review of the account shows on October 5, 2021, ****************** spoke with a member of our Telesales team and discussed his options for a new device upgrade on phone number ending in ****. At that time, he accepted a device upgrade promotion that offers $800.00 off select iPhone 13 devices with eligible trade-in. As part of the promotion, eligible existing customers that buy a qualifying Apple iPhone series and trade in an eligible device, can get up to $800.00 off which awards as a monthly credit over the course of a 24- or 30-month Installment Billing Agreement. Please note that the targeted phone line associated with the promotional offer would need to continue its respective agreement throughout the full term with the qualified device. If the agreement is paid off early or canceled, or the device is swapped to a non-qualifying device, the credits will be discontinued. The total promotional value is based off the trade-in device received. The trade-in device must be fully owned, in good working condition, without physical or liquid damage, has the Find My iPhone feature or other anti-theft turned off, and is attached to the new device order to meet eligibility. *************** credits will begin to apply within one to two billing cycles.

We show ****************** accepted the Terms and Conditions of Installment Billing Agreement (IBA) TM-********* for an Apple iPhone 13 256GB device in October 2021. Further, our records confirmed Mr. ******** Apple iPhone 11 64GB trade-in device for his phone line ending in **** was confirmed received by our warehouse and the monthly promotional credit was awarding accordingly. However, when Mr. ******** SIM card on his phone number ending in **** was updated to a new ******** SIM card, on August 11, 2022, the promotional credit was inadvertently removed from Mr. ******** phone number ending in ****. We regret any inconvenience to *******************

We spoke with ****************** on December 16, 2022 and outlined the information above. To address his concerns, our team offered to apply a one-time account service credit of $141.69 to offset a portion of the monthly device charge billed as reflected on the September 2022, through December 2022 invoices. In addition, we scheduled a $35.42 monthly account credit on phone number ending in **** for the remaining 11 months of the associated device agreement. ****************** accepted our resolution and confirmed our actions have fully resolved his concerns.

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
Initial Complaint
Date:12/12/2022
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Blessings to all. On Dec 7th 2022, we received a message regarding a phone on our mobile plan that was no longer compatible with the sprint/t-mobile network. As the phone's service horribly reflects this and has little or no service, I attempted on Dec 7th to sign in to the sprint/t-mobile account and accept the offer as we cannot afford a new device and as I have done in the past with no issues. Simply sign-in, choose the line which the promotion applies to and then select your device associated to the promotion. Well this promotion for a free ******* galaxy s21 fe 5g and there was no option like before that allowed me to select the device and to cash out as no charge. Already dealing with severe ptsd and unable to make everyday calls or appearances, I attempt to go to the local branch and they can't see the promotion as they normally can view all promotions offered even after the promotions have expired. Then I attempted to speak with chat who could not see the promotion as well but a different promotion that was not what was originally offered and not available at the time being. Now no one wants to honor the promotion that was offered but was not available even at the time that it was sent via email. When trying to chat with someone to seek assistance from a manger or someone, the rep never responded causing more stress. Agent ******************** enters chat You: 11:17AMhow are you?You: 11:23AM?Sapphira D.: 11:30AMHeads up! This chat will be closing in a few minutes due to inactivity. Please send a quick message to let me know you're still there.You: 11:30AMyou have yet to say anything other than that last message/what are you doing?You: 11:33AM?You: 11:33AMthis si being recorded and documented so that you know ********************: 11:40AMHeads up! This chat will be closing in a few minutes due to inactivity. Please send a quick message to let me know you're still there.You: 11:40AMwhy aren't you helping me?
Business Response
Date: 12/21/2022
December 21, 2022

FILED ELECTRONICALLY

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

Re:File 18560475
Account XXXXX2928, *********************************

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 receiving a promotional device offer. We appreciate the opportunity to respond.

Sprint and ******** merged in April 2020 with a commitment to build the best 5G network. Since then, we have worked to combine Sprints assets with ********s to deliver a transformative 5G network experience from big cities to small towns and places in between and we are moving quickly to build our most advanced network ever. Now ******** has the largest and fastest 5G network according to data from several third-party benchmarking companies. On top of that, ********s 4G LTE network covers 99% of consumers domestically. Learn more about our 5G network nationwide network poised to bring 5G to consumers and businesses alike in both urban areas and underserved rural communities, by visiting https://www.t-mobile.com/coverage/4g-lte-5g-networks. This combination promises to deliver more bandwidth than before.

In addition, ******** network modernization upgrades and improves our network towers to newer and faster technology. Our goal is to build a transformative nationwide 5G network for all consumers and phasing out 3G CDMA technology is part of the plan. ******** began notifying customers more than six months before the March 31, 2022, retirement date, and efforts to decommission the legacy Sprint CDMA network are on-going including similar notices for the Sprint LTE network retirement on June 30, 2022. This will free up valuable nationwide spectrum for ********s LTE and 5G networks, and it gives customers a higher capacity, faster, and more reliable network.

To ensure customers have continued services, we have consistently reached out to assist our affected customers who need to upgrade to a newer device or simply swap their old SIM with a new ******** SIM. As planned, on March 31, 2022, we began to retire the Sprint CDMA network. In order to maintain network connections for services, customers with Sprint CDMA-dependent devices (handsets or data devices) must either (1) upgrade to a device that is compatible with ********s LTE and/or 5G network or (2) replace their SIM with a ******** SIM, depending on the device type.

Customers who move from older technologies to 4G/5G service will get:

************** speeds that are 100 to 300 times faster
Enhanced public safety and 911 location accuracy capabilities that will make customers safer

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.

Upon review of Mr. ********* Sprint account, our records indicate on December 15, 2022, he obtained a ******* Galaxy S21 FE device via Installment Billing Agreement (IBA) WEB-********* and he accepted our ******* Galaxy S21 FE on US promotional offer for his mobile line ending in ****. Our records also indicate the device promotion is being awarded in the form of a $29.17 monthly credit on ************************ mobile line ending in ****, accordingly.

We attempted to contact ********************** at the telephone number provided in his inquiry advising of our receipt of his complaint and our request to speak with him directly. Regrettably, we were unable to reach him. Therefore, we invite ********************** to contact us at the number provided below at his earliest if he has any additional concerns related to the matter. He will be expected to provide the account PIN or an answer to an account security question when he contacts our office.

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

Sincerely,

***********************;
Executive Response
Customer Answer
Date: 12/21/2022

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:12/12/2022
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I June I was offered an upgrade by their phone sales people and was told I will be credited 24 months of a total of $37.50 (a $25 credit plus an additional $12.50 credit) to cover the lease amount of the phone on the ********** line. It is Dec now and every month I call and waste several hours because the additional $12.50 isn't being applied and they either tell me this is not a thing and after I provide the Interaction number they tell me they have to submit something and it will be corrected on the next bill going forward. Its been 6 months an no correction and I keep having to call every month. I believe these are shady sales practices promising things to get us on the hook for a 24 month contract and then pulling the rug after. I want all the credits promised applied to my account now. Interaction Numbers:I2230947683 I2241170416 I2251346499 Original Call Info:6/16 - 3:35pm PST call ended 4:44pm Upgrade ************ iPhone 13 Black 256GB-$899 24 installment $37.50 $25/mo credit +$12.50/mo credit - supervisor, back office will provide the difference *************** Redem, supervisor- **** *********************** Interaction# - declined to provide Order # is OR-TRTM-********* ********************
Business Response
Date: 12/22/2022
December 22, 2022

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

Re:File 18559980
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 his equipment billing concerns. We appreciate the opportunity to respond.

Sprint records confirmed the account ending in **** was activated on March 22, 2007, and currently has five active mobile lines subscribed to the Unlimited Freedom-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.t-mobile.com have not deviated from the published information.

A review of the account shows on June 16, 2022, ******************** spoke with a member of our Telesales team and accepted our $600 off select Apple iPhone 13 devices with eligible trade-in promotion. As part of the promotion, eligible existing customers that buy a qualifying Apple iPhone series device and trade in an eligible device, can get up to $600.00 off which awards as a monthly credit over the course of a 24 or 30-month Installment Billing Agreement (IBA). Please note that the targeted phone line associated with the promotional offer would need to continue its respective agreement throughout the full term with the qualified device. If the agreement is paid off early or canceled, or the device is swapped to a non-qualifying device, the credits will be discontinued. The total promotional value is based off the trade-in device received. The trade-in device must be fully owned, in good working condition, without physical or liquid damage, has the Find My iPhone feature or other anti-theft turned off, and is attached to the new device order to meet eligibility. *************** credits will begin to apply within one to two billing cycles.

Our records indicate ******************** accepted the Terms and Conditions of 24-month Installment Billing Agreement (IBA) TM-********* when he upgraded the device on his phone number ending in **** to an Apple iPhone 13 256GB device. Our records further reflect on June 18, 2022, Mr. ********* Apple iPhone X 64GB device turned in for his phone number ending in **** was confirmed received by our warehouse, and a $25.00 service credit was scheduled to Mr. ********* phone number ending in ****, accordingly. During our initial account review, we were unable to identify a billing error on Sprints part. We regret any inconvenience to *********************
We spoke with ******************** on December 19, 2022 and outlined the information above. To address his equipment billing concerns, and as a gesture of goodwill, our team offered to apply a one-time account service credit of $300.00 to offset a portion of the monthly device charge billed as reflected on the June 2022 through December 2022, invoices. ******************** accepted our offer and confirmed our actions have fully resolved his concerns.

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
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.
There is an issue with my Revvl 4 device and when speaking to a customer service representative said I had a year warranty on my phone but could not replace it because it has been over a year which it has not having been given this phone in 2022 in addition to when speaking to the customer service representative asking to have this matter clarified and speak to a supervisor she said one would be calling me back immediately after she hung up and no one ever has. I would like a replacement device same as the one I currently have and their customer service issue(s) addressed, please. Thank you.
Business Response
Date: 12/22/2022

December 22, 2022

FILED ELECTRONICALLY

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

Re: *****************************
Your File No. 18559897
Assurance Wireless Account No. *********

To Whom It May Concern:

Sprint, now part of ******** (Sprint) is in receipt of your correspondence dated December 12, 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 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 December 12, 2022, ********************** contacted our ************************ to report issues with his device and requested a replacement. It was determined that his device was no longer covered under the one-year warranty. At that time, ********************** declined to remit a $39.99 payment for a replacement device.

On December 16, 2022, we corresponded with ********************** regarding his device concerns. Upon further review, we determined Mr. ********** device is currently covered under the one-year warranty. As a result, we processed a warranty device replacement order, and a replacement device was shipped to Mr. ********** address on record. 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,

***********************
Executive Response
Initial Complaint
Date:12/12/2022
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased four new iPhones in August with a trade in value of my previous phones for $1000 each. My monthly bill should have gone up approximately $16. Sprint is grossly over billing me and if I dont call every month. I have had to call Sprint every month and spend hours on the phone with them each time, just to be told everything will be fine, and that they will definitely be the ones to be able to help me. However, nothing is ever fixed. Every month I get my bill it is hundreds of dollars over the amount that is actually due. They claim that there warehouse is not able to process the returned phone for various reasons. They have acknowledged the phones were received but are claiming they cannot find them so they will not apply the credit. However every month there is an extravagant overcharge. I have called six times and every time they are very friendly but do nothing. I do not have the time to call Sprint every month for hours at a time. In November they even tried to levy an extra fee on me, citing previous charges. Sprint is overcharging me repeatedly and trying to outlast me by not solving my issue which is their fault. They are not processing the returns they acknowledge have been returned. I was assured by ****, on December fifth, that she would fix the problem and call me back. I have yet to hear from ****. Sprint refuses to fix their mistake and its costing me time and money every month. I can get nowhere with them over the phone. I feel at this point it is fraud.
Business Response
Date: 12/23/2022
December 23, 2022

FILED ELECTRONICALLY

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

Re:File 18559464
Sprint Account XXXXX2100, ***********************

To Whom It May Concern:

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

A review of the account shows ************ established Sprint service on September 21, 2018. We show ************ has five voice lines subscribed to our ******** Unlimited Basic plan. Additionally, we show ************ obtained four Apple iPhone 13 Pro 256GB devices on August 17, 2022, for the lines ending in ****, ****, ****, and **** via our 24-month Installment Billing Agreement (IBA) numbers TM-*********, TM-*********, TM-*********, and TM-*********, respectively.

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.

As stated in our Get up to $1000.00 off iPhone with Trade-in (Sprint Only) promotion, eligible existing customers that buy a qualifying Apple device, can get up to $1,000.00 off a new Apple iPhone 13, iPhone 13 Pro, iPhone 13 Pro **** iPhone 13 Mini, iPhone 12 Pro **** or iPhone 12 mini, iPhone 12 Pro, iPhone 12 when you purchase it on Installment Billing (IB) and trade-in an eligible phone. Customers are billed the monthly installment charge and an account service credit will be applied monthly to offset the associated charge. As part of the promotion, customers must upgrade to qualify. The line associated to the promotional offer would need to continue their agreements throughout the full term with the qualified device. If the agreements are paid off early or cancelled or one of the devices is swapped to a non-qualifying device, the credit will be discontinued.

Our records show ************ purchased four Apple iPhone 13 Pro 256GB devices on August 17, 2022. At that time, four Apple iPhone 11 64GB devices were traded in to qualify for the referenced promotion. We confirmed the line ending in **** began receiving a monthly recurring credit of $41.67 at the time of upgrade, but the remaining lines ending in ****, ****, and **** did not receive the promotional credit. On December 22, 2022, we applied a $41.67 monthly recurring credit to the phone numbers ending in ****, ****, and ****, that had not previously received the promotional credit. We will review ************** next invoice to ensure her billing is correct.

We were unsuccessful in reaching ************ at the number provided in her inquiry. We value ************ as our customer and look forward to speaking with her if this matter remains unresolved. We invite ************ to contact us at the number provided below at her earliest convenience. ************ will be expected to provide the account PIN or the answer to an account security question when she contacts our office.

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 ************* department. 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
Customer Answer
Date: 01/05/2023
Hello,
I apologize for the delay in responding - I did receive a voicemail from Sprint that they have resolved the matter, but I won't be certain until I receive my next bill on 1/1/23. At that time, if the bill is correct, I will send a final update to you that the case has been resolved.

Thank you very much for your assistance, and Happy New Year!!
*******
Customer Answer
Date: 01/09/2023
hello,

I received our new bill from Sprint yesterday, and it looks like they have resolved the issue. Nothing further is needed.

Thank you,

*******
Initial Complaint
Date:12/11/2022
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 in contact with customer service with regards to having emergency surgery and currently fighting with unemployment, and I have made payments however at this time I dont have anything and they will not allow a payment arrangement until 12/24 for any amount. Ive been a loyal customer for over 10 years I need some help here
Business Response
Date: 12/23/2022
December 23, 2022

FILED ELECTRONICALLY

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

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

To Whom It May Concern:

Sprint, now part of ******** (Sprint) is in receipt of the above-referenced complaint of *********************, filed on behalf of Sprint account holder ********************************* We regret any inconvenience ************** may have experienced with his payment arrangement concerns. We appreciate the opportunity to respond.

A review of the account shows that it was established on February 28, 2013. The account currently has five active voice lines subscribed to our ******** Unlimited Freedom rate plan, four Apple Watches subscribed to our Unlimited Apple Watch rate plan, and one tablet line subscribed to our Unlimited Tablet rate plan.

As stated in our Terms and Conditions of Services, payments are due as stated on your bill. Services may be interrupted if a customers account is past due. We realize that situations may arise that prevent customers from making the required payment by their due date and we can assist with payment arrangements if available. However, not all payment arrangement requests can be honored. Additionally, the customer may be assessed a reconnect fee upon reactivation and late fees on past due balances.

Our records reflect that ************** spoke with our ************************ on December 11, 2022, regarding establishing a payment arrangement. We found no record of a request received for a payment arrangement to be extended through December 24, 2022. We did, however, confirm that a payment arrangement was extended for the past due amount of $1,826.00 to be paid on December 21, 2022. Further, our records confirmed when the payment arrangement in question was established, ************** was required to pay 30% of the past due balance. Although ************** was unable to remit the required payment at that time, our ************************ extended the noted arrangement for the full past due amount as a courtesy. It is important to note, if the terms of the payment arrangement are not met, services may be interrupted for non-payment.

During our interaction with **************, on December 19, 2022, we provided the information noted above. ************** acknowledged the information provided and confirmed his concerns were fully addressed. We regret any inconvenience to ***************

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

We appreciate ************** taking time to provide details of his 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 Response
Customer Answer
Date: 12/23/2022

Complaint: 18558361

I am rejecting this response because:no one has called me from the executive team as I have requested. This is poor customers service. Regardless of how many lines of service I have I have paid for service regardless of the issues I incurred while the conversion of the network or the fact that my visual voicemail still does not work. Or like today Im given a quote of 700 then told I have to pay 773 to restore service. Which is it? I want someone to call me period

Sincerely,

*********************
Business Response
Date: 01/14/2023
January 14, 2023

FILED ELECTRONICALLY

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

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

To Whom It May Concern:

Sprint, now part of ******** (Sprint) is in receipt of the above-referenced complaint of *********************, filed on behalf of Sprint account holder ********************************. We regret any continued inconvenience ************** may have experienced with his payment arrangement concerns. We appreciate the opportunity to respond once again.

A review of the account shows that it was established on February 28, 2013. The account currently has five active voice lines subscribed to our ******** Unlimited Freedom rate plan. ************** also has four Apple Watches subscribed to our Unlimited Apple Watch rate plan, and one tablet line subscribed to our Unlimited Tablet rate plan.

As stated in our Terms and Conditions of Services, payments are due as stated on your bill. Services may be interrupted if a customers account is past due. We realize that situations may arise that prevent customers from making the required payment by their due date and we can assist with payment arrangements if available. However, not all payment arrangement requests can be honored. Additionally, the customer may be assessed a reconnect fee upon reactivation and late fees on past due balances.

During our discussion with ************** on January 13, 2023,we informed him that our ****************** has ownership of payment options on **************** account. Should he need further assistance, we invite him to contact our ****************** at ************.

We further confirmed ************** has a $1,805.29 84 account balance that is severely past due. The last payment arrangement was for $1,805.29, scheduled on December 23, 2022, to be paid on January 12, 2023. Unfortunately, the payment arrangement failed, and the account services were suspended.

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

Customer Answer
Date: 01/24/2023

Complaint: 18558361

I am rejecting this response because:this response to date still does not resolve the issues of being told misleading information. I have now submitted a complaint with the ************************ and Im requesting that Sprint either release me of contract or compensate me for a months of service for the inconvenience of having to be told lies from the many reps I hade dealt with.
aropn

Sincerely,

*********************
Business Response
Date: 01/31/2023
January 31, 2023

FILED ELECTRONICALLY

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

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

To Whom It May Concern:

Sprint, now part of ******** (Sprint) is in receipt of the above-referenced rebuttal complaint of *********************, filed on behalf of Sprint account holder ********************************* We regret any continued concerns ************** may have experienced with the account and the handling of his dispute. We appreciate the opportunity to respond.

As stated in our previous written response to your office dated January 14, 2023, payments are due as stated on the bill. Services may be interrupted if a customers account is past due. We realize that situations may arise that prevent customers from making the required payment by their due date and we can assist with payment arrangements if available. However, not all payment arrangement requests can be honored. Additionally, the customer may be assessed a reconnect fee upon reactivation and late fees on past due balances. A reconnection fee is a $20.00 fee which is capped per account at three lines ($60.00), and late fees are assessed to any outstanding balance not paid by the due date. The late fee is calculated as a percentage of the previous balance of more than $10.00 that remains unpaid when the current bill cycle closes. Sprint will calculate the fee based on the past due amount.

Sprint has extended multiple payment arrangements to ************** in the past as a courtesy. As outlined in our Terms and Conditions of Service, Sprint reserves the right to suspend or terminate services due to late payment, exceeding an Account Spending Limit, or non-payment towards a past due balance. Therefore, we use various factors, including, but not limited to, account status, payment history, and the number of previous payment arrangements, to determine if we will extend future payment arrangements.

Our records reflect ************** remitted a payment in the amount of $901.00; however, our finance department was unable to restore his services due to the account being super suspended. As such, the Sprint account is not eligible for an additional future payment arrangement and the entire past due balance of $2,572.62 is required to be paid before services can be restored.

We spoke with ************** regarding the noted information on January 27, 2023. We respectfully declined **************** request for compensation and to be released from the equipment contractual agreements.

While it is our goal to reach an amicable resolution to our customers concerns, we regret that we have been unable to do so in this case. After thoroughly reviewing **************** reported concerns and our records, we are confident that all of **************** concerns have been fully addressed to the best of our ability and our position regarding this matter remains unchanged. 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,

***************************
Executive Response
Initial Complaint
Date:12/11/2022
Type:Sales and Advertising 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.
My phone bill is usually ****** every month and now its ****** dollars just because I had a Wi-Fi box added to my line. The Wi-Fi box is only ***** dollars so how is my bill ******
Business Response
Date: 12/23/2022
December 23, 2022

FILED ELECTRONICALLY

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

            Re:     *************************
                        Your File No. 18558243
                        ******** Account No. *********

To Whom It May Concern:

******** USA, Inc.(********) is in receipt of your correspondence dated December 11, 2022,regarding the above-referenced account.

******** regrets any concerns ************** may have experienced regarding the above-referenced account, and we appreciate the opportunity to respond. Records reflect ************** account was activated on December 8, 2021, and had one voice line of service ending in **** which subscribed to our Magenta *** rate plan at the cost of $90.00 monthly. In addition, ************** subscribes to our Protection 360 Tier 5, equipment protection feature for $18.00 per month plus applicable taxes. Please note, ************** rate plan qualifies for a $5.00 monthly discount per paid line of service when subscribed to AutoPay. ************** account is not enrolled in AutoPay.

It is important to note that most postpaid ******** accounts are billed by a system known as bill current. This means charges for ************** rate plan were billed in advance of the service being provided and became due within that billing cycle. Please note, ************** billing cycle runs from the 9th of one month to the 8th of the following month. In this case, those charges become due on the 1st of the month.

The billing statement dated October 8, 2022, reflected a balance owed in the amount of $109.44. This balance consisted of new charges of $109.44,for monthly access charges and taxes and fees.

On October 22, 2022, ************** activated a Home Internet Line of service ending in **** which subscribed to the ******** Home Internet rate of $55.00 per month. With activation, ************** was provided an Arcadyan 5G Home Internet Gateway at no cost to connect to the service.

The billing statement dated November 8, 2022, reflected a balance owed in the amount of $195.61. This balance consisted of new charges of $195.61, which included mid-cycle rate plan changes,current monthly charges and taxes and fees.

On November 12, 2022, ************** contacted ******** to change his phone number. At that time his phone number was swapped from phone number ending in **** to phone number ending in ****. On November 25, 2022, ************** contacted ******** once more to change his phone number again. ************** phone number was then swapped from phone number ending in **** to his current phone number ending in ****. ******** records reflect on November 25, 2022,a check payment for $16.80 was processed and a $109.44 cash payment was posted to ************** account. Regrettably, on December 6, 2022, the check payment for $16.80 was returned unpaid, and charged back to the ******** account. In addition, the account was assessed a returned payment fee.

The billing statement dated December 8, 2022, reflected a balance owed in the amount of $302.42. This balance consisted of new charges totaling $164.45, a past due balance of $137.97, a returned payment fee, and applicable taxes and fees.

Upon speaking to ************** on December 13, 2022, we informed him of our account findings.
Pursuant to ************** request, the ******** Home Internet line of service was cancelled effective December 13, 2022. Although we were unable to identify a ******** billing or processing error, in an effort to reach an amicable resolution with **************, we applied a one-time credit of $237.78 to offset a portion of the balance. This credit revises the balance due to $25.16. We are pleased to report ************** accepted this offer as resolution to his concerns, and ******** 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
Initial Complaint
Date:12/11/2022
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.
On Sunday December 11, 2022 I spoke to an assurance wireless representative who was downright frustrated mainly for not having a resolution to my cellphone problems which basically started that day. Tried using my home Wi-Fi as Ive always done with zero problems before and now it was showing my Wi-Fi was disabled we tried troubleshooting, that didnt work! I even allowed her to erase my phone to reset it and nothing worked. I had a brand new assurance wireless phone that they sent the exact same time they sent my very first assurance phone that I suggested maybe switch it out and rep said that phone wasnt compatible even though it was sent by assurance her final resolution was to offer me another phone at my expense. Why should I pay out of pocket when assurance products are the ones malfunctioning its simply not fair!
Business Response
Date: 12/22/2022
November 4, 2022

FILED ELECTRONICALLY

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

Re: ***********************
Your File No. 18557523
Sprint/Assurance Wireless Account No. *********

To Whom It May Concern:

Sprint, now part of ******** (Sprint) is in receipt of your correspondence dated December 11, 2022,regarding ************************* Sprint account. Sprint regrets any concerns ************** may have experienced with her Assurance Wireless device.

To begin, **************** account was established on December 22, 2020, and she currently has one line of service on our ****-Minute with Unlimited Text and 4.5GB Data plan applied to a Unimax device on phone line ending ****. Please note, Assurance Wireless offers a one-year manufacturers limited warranty from the date of activation on all devices. The warranty covers a replacement of the same model device, or a comparable device if the users current model device is not available. 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 a fee for a replacement device. Please note, devices replaced within the referenced warranty have a 90-day warranty.

Our office spoke with ************* on December 12, 2022, regarding her concerns with connecting to her ************* with her Assurance Wireless device. At that time, ************** advised when she attempts to connect to Wi-Fi, it shows disabled. Additionally, she advised that she spoke with Assurance Wireless ************* on December *******, who performed troubleshooting by having ************** reset her network and Wi-Fi settings. We reviewed
**************** account to ensure there were no blocks or restrictions in place. Although her current device is out of warranty, and we were unable to confirm any device issues, a request was sent for a replacement device and a one-time goodwill adjustment of $19.99 was added her account to cover the cost of an out of warranty replacement. We received confirmation on December 22,2022, that a replacement device was ordered, with expectations set for a five-to-seven-day delivery. In the interim, ************** reported that she is also having issues with connecting her ******** tablet to her *************. Our office recommended she contact her internet provider for additional troubleshooting with her connection concerns, as we are unable to confirm any issues with her Assurance Wireless device or settings.

We regret any inconvenience to ************** and invite her to contact the undersigned below if there are continued issues after speaking with her internet provider.

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 at the address listed below or directly by calling ************.

Very truly yours,

Sprint

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

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