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

3,698 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:12/10/2022
Type:Order 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.
Entered a contract with Sprint on 1/19/2019 for two Iphone XRs with an ****************************************** 6/22/2020. Since the Flex Lease ended, Sprint has been charging us $33.36 per month per line (2 lines total) for each of these phones. They have been "renting" us phones that were paid off over two years ago. Sprint retired it's Flex Lease program 8/17/21 and has merged with TMobile. TMobile does not offer a Flex Lease plan, either. Sprint has taken advantage of consumers using this plan. We have paid the total double the value of this phone.
Business Response
Date: 12/21/2022
December 21, 2022

FILED ELECTRONICALLY

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

Re:      ***************************
            Sprint Account Holder: ********************************
Your File No. 18555409
                        Sprint Account No. *********

To Whom It May Concern:

Sprint, now part of ******** (Sprint) is in receipt of your correspondence dated December 10, 2022,regarding the above-referenced account. Please be advised Sprint records indicate the account holder of record is ********************************, and he and *************************** are one and the same.

Sprint regrets any inconvenience **************** may have experienced with his account billing concerns. We appreciate the opportunity to respond. To begin, ****************** Sprint account was activated on January 19, 2019, and currently has four active mobile lines of service subscribed to our ****************** Tax Inclusive rate plan.

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.

It is important to note that, although Sprint no longer offered the Sprint Flex Lease after August 17,2021, the terms for existing leases has not change. Further, ****************** Sprint account, service plan, equipment agreements, and phone number were unaffected by the described merger. Finally, the lease description,itemized charges, and month-to-month status were conspicuously displayed on each invoice. Consistent with the terms of services to which **************** agreed, account holders may dispute invoiced charges within 60 days of those charges posting to the account. However, based on ****************** expressed concern, we understand that it was not his intention to lease the device for a protracted period on a month-to-month basis.

Sprint has reviewed ****************** complaint and confirmed as of December 10, 2022, the leases COS-L-********* and COS-L-********* were closed. Our records indicate the phones under Lease Agreement COS-L-********* and COS-L-********* for the Apple iPhone XR 128GB,IMEI *************** and ***************, and a courtesy adjustment of $294.64 was applied to the account to offset the DPP. As a result of the credit being applied to ****************** account,ownership of the referenced devices has passed to **************** and no further charges will be assessed for the referenced leases. This activity will be reflected on the upcoming December 2022 invoice.

We spoke with **************** on December 16, 2022, and advised him of our findings outlined above. **************** acknowledged the information provided. 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:12/10/2022
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.
I have been a customer of ********************** now apart of TMobile since 2008. Their accounts reflect 2014. Long time customer either way. I have had numerous on top of numerous issues with them. I am constantly noticing charges on my bill that havent been there prior and I am also stacking late fees on late fees. I dont complain about that. My issue is, I am out on maternity leave and my budget is tight. While I have a high balance on my account, I dont ever try to not pay them. I only ask for extensions. Today, they disconnected my services and I offered to pay $150 they told me no, $240. I said I couldnt afford that and requested a supervisor. I was hung up on twice and spoken too very rudely via their chat services. I am to the point where I am considering to cancel my services with them as thats not me treated very much like a valued customer. I request a pay extension very often, each time, I am charged a $10 fee to my bill, so roughly $20 every month to month and a half. I simply asked that to reflect the $240 request and the $150 I could pay, for them to help me out since Im so valued. I was just treated very rudely and not as important as they make me seem when I am contacting them to pay my bill; of course. Again, I do owe a bit of a high bill, I have never tried to run away from paying them though and I dont agree with their customer service decisions today. I am hoping to get some assistance with my bill but all in all, I can pay them next Friday as well as today.
Business Response
Date: 12/21/2022

December 20, 2022

FILED ELECTRONICALLY

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

Re:      *******************
                        Your File No. 18554851
Sprint Account No. *********

To Whom It May Concern:

Sprint, now part of ******** (Sprint), is in receipt of your correspondence dated December 14, 2022,regarding the above-referenced account. Sprint regrets to hear of Ms. ***** concerns regarding her request for a payment extension. We appreciate the opportunity to respond.

To begin with, Ms. ***** Sprint account was activated on October 21, 2014, and she has two active voice lines of service subscribed to our Unlimited Freedom ********************* plan. Consistent with the terms of service to which ************ agreed, payment for service is due in full on or before the due date reflected on the invoice. Further, Sprint reserves the right to suspend or terminate services due to late payment. In certain circumstances, Sprint may restore an account to active service, at the account holders request and promise or directive of payment by a particular date. With a Payment Arrangement (PA), account holders remain responsible for all past charges, including service charges, as well as late payment fees, additional purchases, and a restore fee plus tax per line up to three restore fees per occurrence. It is important to note that a PA is a courtesy and does not alter Sprint terms of services, payment due dates, or requirements of timely payments. Further, not all PA requests can be honored. Please note, if a customer defaults on a PA, then collection activity automatically resumes on the account. This means the account may be suspended, cancelled, or assigned to a third-party collection agency. ************* is restored in advance of payment, customers cannot modify the dates or amounts of the **, and cannot remove the ** to create a new one.

It is important to note that Ms. ***** expressed concern is a request for service that exceeds those purchased and that had been offered by Sprint. Further, our research revealed that Ms. ***** account balance has been repetitively and consistently in arrears. Finally, we were unable to identify a Sprint billing error in this matter. Ms. ***** current account balance is for unpaid charges stemming from services rendered and equipment in her possession as reflected on her September 2022, October 2022, and November 2022 invoices.

We made several attempts to contact Ms. ***** to assist with any outstanding billing concerns. Unfortunately, we were unable to reach her,and we have not received a return call from ************* Therefore, we invited ************ to contact us at the phone number provided below at her earliest convenience if she has any outstanding concerns. ************ will be expected to provide her account PIN or an answer to an account security question when she calls us.

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
Customer Answer
Date: 12/23/2022

Complaint: 18554851

I am rejecting this response because: I have been available, someone was else on their end was not and the lady left in place to cover the girl who was out, could only take a message and my info for said girl to contact me Monday 12/19. My apologies, I wasnt available because I was in surgery having a baby. So sorry to not be available for sprint at that time. I need someone to call me so I can get this issue resolved. I will be available today. I am so tired of the discrimination and disrespect. I have been a long time customer. Its funny how theres so much ****************** could say in the message to you all but have no idea what it is I need.

Sincerely,

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

January 14, 2023

FILED ELECTRONICALLY

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

Re:      *******************
                        Rebuttal File No. 18554851
Sprint Account No. *********

To Whom It May Concern:

Sprint, now part of ******** (Sprint) is in receipt of the above-referenced rebuttal complaint of ******************* dated January 10, 2023, regarding the above-referenced account. We regret any continued concerns ************ may have experienced with establishing a payment arrangement. We appreciate the opportunity to respond once again.

To begin with, Ms. ***** Sprint account was activated on October 21, 2014, and she has two active voice lines of service subscribed to our Unlimited Freedom-********************* plan.

As stated in our Terms and Conditions of Services, 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 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.

Upon our review of the account, we confirmed that ************ is being billed the correct rates based on the plan and options she selected. Our records indicate that Ms. ***** outstanding balance consists of unpaid charges for equipment,services rendered, and late payment fees as reflected on the December 2022 invoice.

Our records reflect on December 24, 2022, ************ spoke with our Finance team and a future dated payment arrangement for the total account balance of $572.22 which was scheduled to be paid on January 7, 2023. Our records further show on January 7, 2023, Ms. ***** payment arrangement failed, and outgoing calls were restricted.

During our conversation with ************ on January 11, 2023, we discussed the information noted above. While we found no Sprint billing or payment processing error, in our effort to resolve the matter to Ms. ***** satisfaction, and as a one-time goodwill gesture, we agreed to apply a one-time courtesy credit of $170.00,lowering her total account balance to $710.80. Additionally, we confirmed her services were restored. ************ accepted our goodwill offer and indicated her satisfaction with our resolution. We regret any inconvenience to *************

We appreciate ************ taking time to provide details of her 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 at the address listed below or directly by calling **************.

Very truly yours,

Sprint

*****************************
Executive Response
Initial Complaint
Date:12/10/2022
Type:Billing 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.
My daughter has a phone on my account that is no longer in her possession that I am paying $33.34 every month for! Please contact her directly for payment of the $33.34 monthly and remove this payment off of my account! She is using my old IPhone 7 and can be contacted at ************. She has lost or had the iPhone 13 stolen. I have discontinued the insurance on the phones on my account! Please contact my daughter *********************** directly for payment of the $33.34 as I am elderly and disabled and should not be held accountable for my 37 year old daughters actions!!
Business Response
Date: 12/22/2022
December 22, 2022

FILED ELECTRONICALLY

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

Re:File 18553592
Sprint Account *********, **********************

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 billing concerns. We appreciate the opportunity to respond.

A review shows **************** Sprint account was established on October 15, 2011. ************** has three voice lines subscribed to our Sprint ************ plan. Additionally, we show ************** obtained an Apple iPhone 13 128GB device via our ******** Installment Billing Agreement (***), COS-*********, on October 8, 2021, on the line ending in ****.
Sprint Installment Billing Agreement (***) 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 *** 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 when the device ending in **** was upgraded to on October 8, 2021, an Apple iPhone 7 device was traded in at that time. We show a monthly recurring promotional credit of $13.34 is applied towards the equipment cost of $33.34. We confirmed ************** is billed correct for the referenced device purchased.

******** regrets to hear that **************** Apple iPhone 13 128GB device, previously activated on phone number ending in **** has been reported lost/stolen. All new ******** devices come with a limited one-year manufacturers warranty through ********, Assurant, or ************ ******** customers are also given the option to subscribe to ********s device protection plan provided by Assurant, Protection<360>, within the first 30 days of activating a new device. Unfortunately, ************** does not subscribe to Protection<360>on her phone number ending ****, and she reports issues with her device.

However, as a goodwill gesture, we added another monthly recurring credit of $20.00 to offset a portion of the referenced equipment cost for the remaining months of the *** in question. Please note, the referenced *** and phone number ending in **** must remain active to receive the two monthly credits.

Finally, because ************** is the account holder, we advised that she is financially responsible for the monthly invoiced charges, including equipment agreements opened by an authorized end user. We spoke with ************** on December 20, 2022, and informed her of this information. ************** confirmed her understanding.

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: 12/22/2022

Complaint: 18553592

I am rejecting this response because:It should be noted that I did not purchase the IPhone 13 or IPhone 12 on my account! I discontinued the Insurance on the phone recently because they charge $250 to replace phones! I paid $250 for the phone but never received the IPhone 13. I will attach the purchase receipt! I do not need to pay for an IPhone 13 thst I do not have!!!

Sincerely,

***************************. I paid for the phone and never received it!!!This is Your claim - ******** is approved!
Good news! Your claim has been approved. Your claim number is ********. Please be sure to make a note of it for future reference.
Your Deductible Payment
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Thank you for paying your deductible via
Business Response
Date: 01/12/2023
January 12, 2023

FILED ELECTRONICALLY

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

Re:Rebuttal File 18553592
Sprint Account *********, *****************************************;

To Whom It May Concern:

Sprint, now part of ******** (Sprint) is in receipt of the above-referenced rebuttal complaint of ****************************************** We regret any continued concerns ************** may have with her replacement device and account billing. We appreciate the opportunity to respond.

As stated in our previous written response to your office dated December 22, 2022, Sprint records indicate ************** obtained an Apple iPhone 13 Pro 128GB device via our ******** Installment Billing Agreement (***) option, COS-*********, on October 8, 2021, on the line ending in ****. Sprint records show a recurring promotional credit of $13.34 is applied monthly to offset a portion of the $33.34 monthly installment charge. ************** also obtained an Apple iPhone 12 ************** via our ******** *** option, COS-*********, on November 21, 2021. Furthermore, we confirmed ************** is being billed the correct rate for the referenced device purchases.

******** regrets to hear that **************** Apple iPhone 13 Pro 128GB device, previously activate on phone number ending in **** was reported lost/stolen. All new ******** devices come with a limited one-year manufacturers warranty through ********, Assurant, or ************ ******** customers are also given the option to subscribe to ********s device protection plan provided by Assurant, Protection<360>, within the first 30 days of activating a new device.

Our records reflect on December 3, 2022, ************** filed a claim with Assurant for mobile line ending in ****, prior to cancelling the Protection<360> add-on on December 9, 2022. As such, an Apple iPhone 13 Pro device was shipped to the billing address on file. Our records also reflect that the device was delivered on December 15, 2022. If ************** has any concerns related to a claim she filed with Assurant, we ask that she contact Assurant directly at **************.

************** spoke with our Executive Response team on December 30, 2022, and was provided the information above. As a goodwill gesture, we scheduled an additional monthly recurring credit of $20.00 on mobile line ending in **** through the end of the associated *** term, to offset a portion of the monthly installment charge for the Apple iPhone 13 Pro device. Please note, the *** and phone number ending in **** must remain active to receive the monthly credits.

We followed-up with ************** on January 11, 2023 to address her outstanding concerns. At that time, ************** confirmed she is working with Assurant regarding her replacement device concerns. We regret any inconvenience to ***************

Based upon the foregoing, we respectfully request that this complaint against Sprint be closed.

Thank you for bringing this matter to our attention. If you have any questions, please do not hesitate to contact me directly by calling **************.

Sincerely,

*************************
Executive Response
Customer Answer
Date: 01/20/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
I accept ******************************* discount as they cannot help that Assurant cell phone ***************** refused to resend me another Iphone13 or return my Payment of $249.00 to me as I never received the iPhone 13 here at *********************************************************************************. Assurant is trying to use what I said allegedly to keep my iphone13 and money. I was making assumptions of what might have happened as I really do not know! All I know that me as the owner of the phone account never received the phone or my $249.00 returned to me! Assurant Cell phone ***************** (Ms ****************************** refused on behalf of Assurant to send me another IPhone 13 or return my money of $249.00 back to me! I feel like Assurant has done me wrong!
Sincerely,

***************************
Initial Complaint
Date:12/09/2022
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.
I cancelled my Sprint cellphone account after they were bought out by ********* I had a leased phone that had the lease expire 5 months previous. I liked the phone. However, I transfered to ******* due to various reasons and sent ******* my old phone after receiving my new phone. ******* sent it back to ******** (confirmed, by numerous phone calls) and life went on. Then I noticed ******** was still taking money out of my account (small amounts the 1st couple of months before removing $160). I tried getting the money refunded several times before giving up due to hours spent (4-5 hours), multiple landline phone disconnects, rude managers, and numerous lies. I was told that I would he called and/or emailed back and have not heard anything. The total was approximately $250. I gave up before being reminded about the BBB. Please help. *************** are hard. I will reachout to them again to get any information needed.
Business Response
Date: 12/21/2022
December 21, 2022

FILED ELECTRONICALLY

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

        Re:           *************************
            Your File 18552960
                        Sprint 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 account billing concerns. We appreciate the opportunity to respond.

A review of the account reflects ****************** began his services on October 21, 2010, and he had one line of service subscribed to our Sprint Unlimited Basic Tax Inclusive plan that has monthly service charges of $63.00.

A review of the account reflects that ****************** upgraded his device associated with the line of service ending in **** on December 11, 2019, when he entered into an 18-month lease agreement, TM-L-*********, for a ******* Galaxy Note 10 Plus device.

********************** 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.

Our records also reflect that ****************** canceled his services on December 24, 2021, when he moved his services to another carriers network. Because ****************** did not return his leased device to **********************, he incurred valid Fair Market Value charges of $153.00 as reflected on his
May 21, 2022, invoice. Regrettably, we have no record of his other carrier returning his leased ******* Galaxy Note 10 Plus device as he described. It is important to note that ******** is unaware of any policy or process in which the described carrier delivers devices to us to satisfy a promotion. As such, we recommend that ****************** contact his current carrier for additional information.

We can also confirm that we received ******************** remitted payment of $165.24 on June 14, 2022, to offset the May 2022 invoice. As such, ******************** account was canceled with a zero balance. Upon our initial review, we are unable to determine a Sprint billing error.

During our conversation with ****************** on December 12, 2022, we discussed the information noted above. While we sustain there was no Sprint error made, we agreed to apply a goodwill credit of $165.24 to ******************** Sprint account to give it a credit balance of $165.24. We further agreed to process a refund of the $165.24 back to ******************** credit card on file. We ask that he allow ***** hours for the refund to be applied. ****************** indicated his satisfaction with our resolution.

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:12/09/2022
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.
Sprint/TMobile has charged me wrongfully every month since January 2021 for a leased phone, in which I returned to their store, on January 27th, 2021. I have called 5 times over the past 20 months in regards to this matter. Their managers told me that I am correct, that I did return the phone, and that they will refund me my money. They owe me $29.17 for 21 months, for a total of $612.57. On my last call with their **************** on November 9th, 2022, I was told that they were going to refund me to $262.53 within 48 hours, and the remaining $350.04 would be refunded to me within the next 72 hours. They continue to bill me the $29.17 monthly and have not refunded me any of my money.
Business Response
Date: 12/21/2022
December 21, 2022

FILED ELECTRONICALLY

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

Re: ***********************
Account Holder: *************************
Your File No. 18552709
Sprint Account No. *********

To Whom It May Concern:

Sprint, now part of ******** (Sprint) is in receipt of your correspondence dated December 10, 2022, regarding the above-referenced account. Sprint regrets any inconvenience *********************** may have experienced with an equipment return and related billing of the referenced Sprint account. Please be advised the account holder of record is ************************** We appreciate the opportunity to respond.

To begin, Mr. ******* Sprint account was activated on May 13, ****, and currently has one active mobile line of service subscribed to our Unlimited Freedom Tax Inclusive rate plan.

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.

Sprint has reviewed Ms. ******* complaint and confirmed as of December 14, 2022, the Lease Agreement WEB-L-********* was closed. Our records indicate we received the leased device, an Apple iPhone 8 Plus 64GB, and a credit of $710.91 was applied to the account to offset the DPP. This activity will be reflected on the upcoming January 2023 invoice.

We spoke with **************** on December 16, 2022, and advised her of our findings outlined above. **************** confirmed her understanding. 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

Customer Answer
Date: 12/21/2022

Complaint: 18552709

I am rejecting this response because:
I was told I would receive my Refund to my credit card. ******** wrongfully debited my credit card $31.62 for 23 months, and is now still wrongfully withholding my own money, that was never due to them. This is incredibly unethical and no one from ******** has ever kept their word. This is awful to lie to good people who have paid their bill every month since ****, nearly 20 years of customer loyalty. The credit the issued to my customer account was applied to bills that I am still wrongfully being charged for.
I no longer want to be a customer of this company but they are unlawfully withholding my monies.

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

FILED ELECTRONICALLY

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

Re:      ***********************
            Account Holder: *************************
Your File No. 18552709
                        Sprint Account No. *********

To Whom It May Concern:

Sprint, now part of ******** (Sprint) is in receipt of the above-referenced rebuttal of ************************ We appreciate your assistance in bringing our customers concerns to our attention and regret the circumstances that led **************** to contact your office once again. Please be advised the account holder of record is ************************** We appreciate the opportunity to respond. We attempted to contact **************** via phone and e-mail on January 10, 2023; however, we were unable to reach her.

To begin, Mr. ******* Sprint account was activated on May 13, ****, and he currently has one active mobile line of service subscribed to our Unlimited Freedom-Tax Inclusive rate plan.

Upon our review of Ms.******* subsequent concerns, we must respectfully decline her request for the $727.26 in goodwill credits that Sprint applied for disputed device leasing charges be provided to **************** in the form of a refund check. We would note that no Sprint billing or device processing error was found on Mr. ******* account; however, because of any possible misunderstanding associated with Mr. ******* Lease Agreement WEB-L-117938622,we closed the lease and applied the noted goodwill credits to offset a portion of the monthly device charges assessed after the lease was fulfilled. The $727.26 credit has been applied toward account charges, resulting in a current $426.15 credit balance on Mr. ******* account. These credits will remain on the account until depleted.

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:12/09/2022
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 pay for a "Protection <360>" phone insurance policy with TMobile. Recently, my phone developed a mechanical breakdown or fault where it will not charge or connect through the *** port. I filled in the claim form at mytmo.com but it said to call Tmobile directly. I contacted TMobile, where a rep said I could upgrade my phone. I declined. She then said I needed to contact Assurant (who run the mytmo website). I called Assurant, who started a claim, then closed it and said I needed to contact TMobile directly for "mechanical issues." I called TMobile again and was on the phone for over an hour. Initially, TMobile said I needed to contact Assurant. I said I already have. Then the TMobile rep said she would contact ******** She came back and said "Your phone is out of warranty so there is nothing we can do." I re-explained that i was paying the phone replacement insurance policy. then I was told I should bring the phone into a ******* repair store, pay for it out of pocket, and TMobile would then "put credits onto your phone bill over time." I said that sounded like a bad idea, likely to fail, and also was not what the terms of the insurance policy described, which is a $5 fee for a phone exchange in the event of mechanical breakdown or repair.
Business Response
Date: 12/22/2022
December 22, 2022

FILED ELECTRONICALLY

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

Re:File ********, ***************************
Sprint Account XXXXX4214

To Whom It May ***************************** now part of T-Mobile (Sprint) is in receipt of the above-referenced complaint of **************************** We regret any inconvenience **************** may have experienced requesting a replacement device. We appreciate the opportunity to respond.

Upon our review, we confirmed **************** established his Sprint account on June 28, 2007. He has two phone lines that are subscribe to our *************************** plan. **************** does not have any open equipment Installment Billing Agreements.

Sprint regrets to hear that **************** device is not functioning as expected and has requested a replacement device. All new devices come with a limited one-year manufacturers warranty. Sprint customers are also given the option to subscribe to Protection<360>, a device protection plan provided by Assurant, within the first 30 days of activating a new device.

Since **************** subscribes to Protection<360> on his phone number ending ****, and he is experiencing a problem with his device, **************** may visit his local ************** Experience (***) for diagnostic testing. The *** is a new option at T-Mobile whereby some retail locations have repair technicians onsite to diagnose and, if possible, repair eligible handsets. If a repair is not possible, a *** technician may be able to assist with processing an exchange or advising **************** of any alternative warranty replacement options. Please note, customers must attempt to visit a *** location before they are eligible for a Ship-to Exchange. If a customer does not live near a *** location, we can assist with repair options, or **************** can contact Assurant directly toll free at **************.

We made several attempts to contact **************** at the telephone number and email address provided in his inquiry. Regrettably, we were unsuccessful with our contact attempts. Therefore, we ask that **************** 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 he calls. We regret any inconvenience this matter caused.

We appreciate ****************** taking time to provide details of his experience with our ************* team. We value customer feedback. Please be assured that the quality of service provided to our customers is of our utmost priority.

Based upon the foregoing, we respectfully request that this complaint against Sprint be closed.

Thank you for bringing this matter to our attention. If you have any questions, please do not hesitate to contact me directly by calling **************.

Sincerely,

************************;
Executive Response
Customer Answer
Date: 01/11/2023
Yes, the case should not have been closed. As I explained in my email to you, the TMobile representative misled you and falsely stated that he had not been able to contact me within the time period specified. See below:

This case should not have been closed.

The response from Sprint/Tmobile that you presented is dated 12/22/2022, from *************************. However, I emailed **************** on 12/20. I attach a record of that email. **************** chose not to respond to me. Instead, he misled your agency on 12/22 when he told you that TMobile had been unable to contact me. That was and is false. **************** is mis-representing himself, his company, and his honor.
Business Response
Date: 01/22/2023
January 22, 2023

FILED ELECTRONICALLY

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

Re:Rebuttal File 18552562
Sprint Account *********, ***************************

To Whom It May Concern:

Sprint, now part of ******** (Sprint) is in receipt of the above-referenced subsequent complaint of **************************** We regret any continued concerns **************** may have with requesting a replacement device and the handling of his dispute. We appreciate the opportunity to respond.

As stated in our previous written response to your office dated December 22, 2022, since **************** subscribed to Protection<360> on his phone number ending ****, and he was experiencing a problem with his device, **************** had the option to visit his local ************** Experience (DSE) for diagnostic testing. **************** also had the option to contact Assurant directly toll free at ************** to file a claim.

Upon our subsequent review, our records reflect that **************** ported out his phone number to another service provider on January 17, 2023, and the Sprint account was closed.

Although we maintain no Sprint error was identified, due to the experience **************** described, and as a goodwill gesture, we applied a $98.54 account service credit to offset the account balance in full. As a result, **************** Sprint account is closed and reflects a zero balance. We regret any inconvenience to **************** and the loss of his service.
We appreciate **************** taking time to provide details of his experience with our ************* team. We value customer feedback. Please be assured that the quality of service provided to our customers is of our utmost priority.
Based upon the foregoing, we respectfully request that this complaint against Sprint be closed.

Thank you for bringing this matter to our attention. If you have any questions, please do not hesitate to contact me directly by calling **************.

Sincerely,

************************;
Executive Response
Initial Complaint
Date:12/09/2022
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.
From September to October and then October to November I was charged $950 ($760 + 190) plus additional surcharges by sprint auto payment for international calls . I personal spoke with a representative in September 2022 express the nature of call to and from the ************** and she assured me it would be resolved and an international plan would be in place . Fast forward she never assessed the situation or add any plan and Im being charge $950 plus surcharges . This is total unfair bait and switch practices and I need to have these charges adjusted / credited . This is absurd never in the last 10 years I ever experienced such disloyal billing .
Business Response
Date: 12/22/2022
December 22, 2022

FILED ELECTRONICALLY

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

Re: File 18551663
Sprint 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 international charges. We appreciate the opportunity to respond.

To begin with, ****************** Sprint account was activated on June 20, 2012, and currently has six active lines on our ******** Unlimited Freedom-Tax Inclusive plan.

As stated in our Terms and Conditions of Services, which can be viewed at www.sprint.com/termsandconditions, international long distance and roaming rates for voice and data services are additional and will vary depending on the device, selected Services, and the availability of coverage. With respect, we would note that customers should always visit www.sprint.com/international or contact our international department for current rates prior to making calls outside the ****, or traveling, as they are subject to change without notice.

Upon our review of ****************** account, our records reflect telephone line ending in **** was assessed a total of $957.00, in valid International Long-Distance charges for voice usage while outside of *****************, as reflected on the October 2022 and November 2022 invoices, not including taxes and fees.

We confirmed the add-on feature ********************* Experience was activated on December 26, 2021, as offered. Further, on July 5, 2022, **************** spoke with our ************* team and was provided the details for international roaming rates at $.25 per minute and high-speed data at $0.03 per megabyte used. Our records further show on December 9, 2022, the add-on feature International Connect Call and Text was added to lines ending in **** and ****, as requested.

We spoke with **************** on December 15, 2022, and we discussed the information above. Although we were unable to identify a Sprint billing error, in our effort to provide an amicable resolution, as a courtesy, we offered **************** a onetime credit to offset half the *************************** charges totaling $639.75, as an account credit.

At that time, **************** acknowledged the information provided and requested additional time to review our offer. To ensure his concerns were fully addressed, we attempted to follow-up with **************** as requested; however, we were unable to speak with him and have not received a response from him to date. As such, this above referenced offer is valid until December 28, 2022. We invite **************** to contact our office if he would like to accept our noted offer. 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

Customer Answer
Date: 12/28/2022

Complaint: 18551663

I am rejecting this response because:$649.75 does not include the tax and additional surcharges assessed to the account. Being a sprint now Tmobile member for over 20 years and never having this issue of mutual misunderstanding I do believe the charges should be reverse 85% ($825 and applied tax and surcharges) . Because I did request the international charges to be added and was not explained it was a ones direct service (international into *** ) it was to my belief the representatives in August understood my needs and everything was applied correctly .

Sincerely,

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

January 14, 2023

FILED ELECTRONICALLY

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

Re:      ***********************************
            Your Rebuttal File No. 18551663
                        Sprint Account No. *********

To Whom It May Concern:

Sprint, now part of ******** (Sprint) is in receipt of your correspondence dated January 10, 2023, regarding the above-referenced account.

Sprint regrets any continued concerns **************** may have experienced with international charges being assessed to his account. We appreciate the opportunity to respond. To begin with,the account was activated on June 20, 2012, and currently has six active lines on our ******** Unlimited Freedom-********************* plan.

As stated in our Terms and Conditions of Services,which can be viewed at www.sprint.com/termsandconditions,international long distance and roaming rates for voice and data services are additional and will vary depending on the device, selected Services, and the availability of coverage. With respect,we would note that customers should always visit www.sprint.com/international or contact our international department for current rates prior to making calls outside the ****, or traveling, as they are subject to change without notice.

Upon our review of ****************** account, our records reflect telephone line ending in **** was assessed a total of $957.00 in valid International Long-Distance charges plus taxes and fees for voice usage while outside of *****************. These charges are reflected on the October 2022 and November 2022 invoices.

We confirmed the ********************* Experience add-on option was activated on mobile lines ending in **** and **** on December 26, 2021, as requested. Further, on July 5, 2022, **************** spoke with our ************* team and was provided the details for international roaming rates at $.25 per minute and high-speed data at $0.03 per megabyte used. Our records further show on December 9, 2022, the International Connect Call and Text add-on option was added to lines ending in **** and ****, as requested.

We spoke with **************** on January 3, 2023, and we discussed the information above. Although we were unable to identify a Sprint billing error on ****************** account and confirmed the noted international call charges are valid and payable to Sprint, in our effort to provide an amicable resolution, we offered **************** a one-time account credit to offset one-half of the disputed *************************** charges, including taxes and fees, totaling $699.92. As result of the goodwill credit being applied,****************** account reflects a credit balance of $196.72. **************** accepted our goodwill offer and handling of his billing concerns.

During our discussion with ************** on January 11, 2023, he stated that his account concerns had been resolved to his satisfaction.

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
Initial Complaint
Date:12/09/2022
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 December 3rd 2022, I was given the go ahead by ******** to port my cell phone number from ************ on to my friends ********/Sprint business line. Since then, I have had no cell ************ has been almost one week without any service whatsoever. *********** friend have spent countless hours on the phone with customer service every day trying to get them to rectify this ****** ****** have done nothing to help. I have also physically been into the ******** store multiple ************** can figure out the issue.******** have done nothing but gaslight me & continuously tell me every day that this will be resolved within 24 hours, that I would receive phone calls back from customer service which they never followed through with. They have come to the conclusion that apparently my iPhone X is not compatible with the ******** SIM card they provided me, but I originally purchased this cell phone on a ******** contract before recently porting my number to a different service provider ************** I have an iPhone X. It is not obsolete, it works perfectly & the issue is with ********, not my phone.******** have refused to provide me with a replacement phone until they figure this out, & have been incredibly unhelpful in fixing this issue. They have even gone as far as trying to put the blame on myself, which is disgraceful. I have no way of making business calls, messages, I cannot do anything whilst I am on the move, meaning that I can only use my cell phone if I am connected to wifi.I am at the point now where I am ready file a lawsuit for damages. This situation has affected my work. & every other aspect of my life.I would like this matter resolved, & if they cannot do that, I would like to request some form of compensation: a phone upgrade, money refunded for all the hours I have spent on the phone trying to fix this etc.There are several ticket numbers that have been generated by customer service:ORIGINAL TICKET NO: ********* NEW TICKET NO: SD7956839
Business Response
Date: 12/21/2022
December 21, 2022

FILED ELECTRONICALLY

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

Re:File ********, *****************************
Sprint Account XXXXX3770, Brandco Global

To Whom It May Concern:

Sprint, now part of ******** (Sprint) is in receipt of the above-referenced complaint of ****************************** Please be advised Sprint records indicate the account holder is Brandco Global. ***************************** is an authorized contact on the account in question. We regret any inconvenience that ********************** may have experienced with his device and porting concerns. We appreciate the opportunity to respond.

A review shows that Sprint business account Brandco Global was established on October 24, 2019. We show the account has five voice lines subscribed to our ***************** 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. Furthermore, we began sending ******** for Business customers notification in December 2020 advising that the Sprints networks will be retired by June 30, 2022, allowing them time to upgrade or replace their devices or change their SIM card on their current devices to take advantage of the ******** 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.

Sprint has reviewed Mr. ********** complaint concerning the porting of the number ****. We note that Number Portability process is regulated by the ********************************* (FCC) and Sprint strictly complies with that process. Under that process, in order for a carrier to initiate a port on behalf of a customer, the customer must provide pertinent billing information regarding the account from which the number is to be ported. The pertinent information may include, but is not limited to, the account number, account holder's name, phone number, the 5-digit ZIP code, and passcode or PIN that is referenced on that account. The information provided is then input into a port request, which is then transmitted to the customers existing carrier. The existing carrier verifies that the number to be ported is associated with the account and that the account information provided in the port request matches the information in their account records. If the information is accurate, the port will be approved in accordance with FCC guidelines.

In accordance with the above referenced guidelines, we initiated a port-in request for line ending in **** on behalf of our customer, ***************************** on December 4, 2022. The port request was validated by the previous carrier on December 4, 2022, and the port was completed to Sprint that same day.

Our records reflect **************, an authorized contact on the account in question, spoke with our ************************ on December 3, 2022, to inquire about porting a number to the referenced account. We reviewed the device ************** requested to activate on the Sprint network. At that time, we advised ************** the device he wanted to use on the line ending in **** is not compatible with our network; however, ************** insisted on attempting to active the equipment and continue with the port-in request. Please note, as stated above, phone number ending in **** was ported to Sprint on December 4, 2022. On December 5, 2022, a software update was needed so for the referenced device to be compatible with the ******** network. Our technical support department attempted to update **************** Apple iPhone X device software on December 5, 2022, December 7, 2022, December 8, 2022, and December 9, 2022, but was unsuccessful.

We show ********************** spoke with our ************************ on December 20, 2022, to inquire about porting the line in question to another provider because the Apple iPhone X device is not compatible with our network. We provided the referenced port information requested. Additionally, as a courtesy, we applied credits for this matter of $75.00 on December 7, 2022, $50.00 on December 9, 2022, and $50.00 on December 17, 2022. We respectfully decline Mr. ********** compensation request for a free device and any additional account credits for the time spent addressing this matter.

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

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

We appreciate ********************** 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
Initial Complaint
Date:12/09/2022
Type:Billing 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.
Subject: Not receiving credit for iPhone 13 loyalty trade-inI completed the trade-in of three white iPhone 11s for 3 iPhone 13s via Sprints customer service phone line. The iPhone 11s were sent back promptly in the packaging provided through UPS.My first two billing cycles (paid in October and November) showed the monthly $33.34 charge for each of the phones, and credits back for two of the lines. I have not been receiving the credit back on line ************ 11/7/22: To resolve the issue, I spent one hour in a chat on Sprints website with ********, who promised a credit for past billing cycles, and correction to the bill moving forward.11/14/22: No response/follow-up from Sprint. Spent one hour on the phone with ***** who promised that the situation would be corrected in 3-5 days. She would not give me an agent/representative ID. She said she submitted a request for 2 months of credit plus correction to my bill moving forward. Ticket # SD7949008/IM6729277.11/22/22: No response/follow-up from Sprint. Initiated a text chat which lasted 2 hours.First technician said that my trade-in was recorded as a black iPhone 7. I told them this was incorrect. Then passed me on to another technician - ******* - who said he would use my previous ticket number and escalate the request. Was told that the promotional credit of $33.34/month was manually added to my account for the next 21 months. No new bill on the website as of 11/28/22 to verify this. He also said that I would receive a resolution in ***** hours. Also referred me to Sprints 800 # to follow up on my issue. Interaction #I2266613490.12/3/22 My latest bill is still the same. No credit for last 2 months of overcharges, plus no credit moving forward for line ************.
Business Response
Date: 12/21/2022
December 20, 2022

FILED ELECTRONICALLY

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

Re:      ***********************
                        File 18551409
                                    Sprint 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 a promotional device offer. We appreciate the opportunity to respond.

Sprint records reflect **************** activated her Sprint account ending in **** on October 28, 2019. The account has three lines of service subscribed to our *********************** plan.

In our effort to provide clear communication about our devices, features,promotions and pricing, Sprint publishes an overview and our retail brochures,displays, partner stores, and website at www.sprint.com have not deviated from the published information. Sprint will occasionally extend targeted promotional offers to a specific account or lines of service on an account. However, the targeted account or phones numbers must qualify for the promotional offer in order to receive the promotion.

**************** obtained three Apple iPhone 13 with our Apple iPhone13 on US with Trade-in promotional offer for mobile lines ending in ****, **** and **** via an Installment Billing Agreements (IBA) TM-*********, TM-********* and TM-********* on August 3, 2022. We confirmed **************** device promotion for line ending in **** and ************************* monthly credits. Because we have no record of receiving Ms. ******* Apple iPhone 11 trade-in device for line ending in ****, she is not receiving a monthly discount.

Our records also reflect Ms. ******* lines ending in ****,**** and **** and her Installment Billing Agreements TM-*********, TM-********* and TM-********* were migrated to ******** account ********* on December 6,2022.

We spoke with **************** on December 20, 2022, and provided the information listed above. Although we were unable to identify a Sprint error, in our effort to bring closure to the matter, we scheduled a $33.34 monthly account credit on the mobile line ending in **** to award for the remainder of the associated Installment Billing Agreement for the Apple iPhone 13 device. We also applied a one-time account credit totaling $100.02 to her account to offset the Apple iPhone ************************* ******* September 2022 through November 2022 invoices. Since this credit resulted in a$100.02 credit balance to be reflected on her account ending in ****, with no future charges expected, at Ms. ******* request, we moved the described $100.02 credit balance to her ******** account *********.

We appreciate **************** taking time to provide details of her 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: 12/22/2022

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

***********************
Initial Complaint
Date:12/09/2022
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.
On September 10, 2022 I called sprint/t-mobile at 1:30pm to check on an upgrade for my phone I spoke to a gentlemen named ****** it is a recorded call!! I was offered an iPhone **************************************************************************************************************************************************** up to 800 dollars to be divided equally within 24 months coming out to ***** a month. That would make the upgrade pretty much free monthly. I received the new phone and a return kit for my old phone. I sent the phone I had to sprint I have photos of the phone I sent along with tracking information and a proof of delivery slip that they received my old phone on 10/4/2022 at 10:19am. I have been calling monthly about my bill because they still are not giving me the credit for my phone, now saying first they never received it and now that I did this deal after the promotion expired. I called on 11-21-22 and spoke to a supervisor ***** with a ticket # i2266871078 who assured me she would resolve this and even said she would credit me for the month which never happened. I was billed yesterday for the phone again 12-8-22 and called today to try once again to resolve this and with no avail they tell me they have no promotion record oh this. So to sum this up they received a pretty much brand new phone I had paid in full and will not credit me for the phone I sent to them. I do have all paperwork and photos of the old phone I sent along with tracking numbers and proof of delivery slip I can provide. This is fraudulent advertising to get people to send in old phones they can resale and say they never received. All I want is to be given the credit on my account monthly like I was told I would get for the duration of the 24 months. This has been going on now for 3 months and they keep pushing me to the side or accidentally hanging up the line. I knew in my gut something like this would happen so I can provide anything you need moving forward. I hope you will investigate this matter and not let them get away with this.
Business Response
Date: 12/21/2022

December 21, 2022

FILED ELECTRONICALLY

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

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

To Whom It May Concern:

******** ********* (********) is in receipt of your correspondence dated December 9, 2022, regarding the above-referenced account.

******** regrets any concerns ************ has regarding her ******** account, and we appreciate the opportunity to respond.

Magenta Complete is an automated process that moves eligible customers from the Sprint billing system to the ******** billing system. Customers who have been moved to the ******** billing system automatically will notice some differences in their self-service capabilities, bill format, and account verification processes. Magenta Complete customers will also move to a ******** rate plan that is similar to their current rate plan under the Sprint billing system. It should be noted that eligible customers will not see an increase in their base bill amount, due date, or services.

******** records confirm on December 6, 2022, Ms. ***** lines ending in **** and **** were migrated to the ******** billing system and are currently subscribed to our Unlimited Talk & Text ********************* Taxes Included rate plan at a monthly cost of $113.00 while enrolled in AutoPay. Additionally, ************ takes advantage of our Hulu On Us promotion, which is billed at a monthly cost of $7.99, and receives a monthly account credit in the amount of $7.99.

******** records indicate, on July 13, 2021, Ms. ***** Sprint account, she qualified for and took advantage of our Equipment Installment Plan (EIP) with the purchase of an Apple iPhone 12P 128Gb handset. EIP is a payment option that allows eligible customers to purchase handsets by remitting a down payment at the time of purchase, if required, and agreeing to pay the remaining balance in 24 monthly installments. ************ was not required to remit a down payment; however, she agreed to pay $63.50 for the taxes on the full retail price. ************ then agreed to a series of ************************** the amount of $41.67.

Beginning September 9, 2022, through October 6, 2022, as part of ********s 2022 Apple Trade P32 promotion, customers could get an Apple iPhone 14 Pro on us or up to $1,000 off other eligible Apple devices (via one-time trade-in credit and Recurring Device Credits (RDC)) when they purchased it on EIP, traded-in a qualifying phone, and had or switched to an eligible Magenta *** or equivalent rate plan.

Our records indicate that on September 14, 2022, Ms. ***** Sprint account qualified for and took advantage of a second EIP with the purchase of an Apple iPhone 14 PL 128GB handset. ************ was not required to remit a down payment; however, she agreed to pay $50.80 for the taxes on the full retail price. ************ then agreed to a series of 24-monthly installments in the amount of $33.34. Regretfully, Ms. ***** account did not qualify for our 2022 Apple Trade P32 promotion, as her rate plan was ineligible; however, records reflect that ************ traded in an Apple iPhone XR handset at the time of purchase, which would have qualified for $800.00 off the Apple iPhone 14 PL 128GB handset as part of the above-referenced promotion, had the account been subscribed to our Magenta *** rate plan.

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 Ms. ***** recent contact with our Team of Experts (TEX).

On December 15, 2022, our office contacted ************, and to come to an amicable resolution, our office applied a one-time EIP credit in the amount of $916.56, effectively closing the remaining balance due on Ms. ***** Apple iPhone 12P and iPhone 14 PL handsets. ************ accepted this as resolution to her concerns. ******** regrets for 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: 12/21/2022

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,

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

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Sprint Now Part of T-Mobile is NOT a BBB Accredited Business.