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

3,705 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:12/09/2022
Type:Product 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 would like to get help with our recent issue regarding a promotion that was offered by ******** representative, but not honored after our purchase. My friend informed us that she got a great deal by switching from ******** to **** and suggested that we do the same and make the switch. However, as a long-time, loyal ******** customer, I decided to call ******** first on Dec. 2nd, 2022. The representative gladly told me that we could get $800/line to upgrade our familys current 2 iPhone Xs and 1 iPhone XR to the iPhone 14 series. I confirmed with her multiple times that the $800/line credit was for simply upgrading phones for my existing lines, as existing customers. She firmly assured me again and again, and also said that day (Dec. 2nd) was the last day for this promotion. We spent a lot of time going over the details regarding upgrading one iPhone X to iPhone 14 Pro (128 GB), one iPhone X to iPhone 14 Pro *** (128 GB) and one iPhone XR to iPhone 14 Pro (128 GB). She told me that the trade in value for the iPhone X was $50 each and the iPhone XR was $70. We also went over the monthly charge for each phone after each $800 credit. I asked her to email me the promotion details before finalizing the order, but she said she would attach the promotion to my account after I signed and placed the order, and that she would not be able to email the promotion confirmation to me at the moment, as it would take time for it to be loaded into my account. She told me that I could go to the local ******** store to get the details pulled up there the next day. She sounded very sure about what she was talking about and assured me that I would get the promotion of $800/line. I ended up placing the order and she asked for my credit card number to pay the upfront taxes charged for those three iPhones, which are backordered.However, on Dec. 7th, I took the time to make a trip to the local ******** store and found out that they could not help check what kind of promotion I supposedly received. I then called 611 and was told I didnt get the $800/line credit instead, it was $400/line. I requested that ******** honor the promotion/terms the previous representative promised to me, but unfortunately, that representative and his supervisor said that there was nothing they could do. I am very disheartened and shocked that the first representative (12/02/2022) used false information and reassurances to trick me into buying three new iPhones under the belief that I would get $800 credit for each phone. Later when the other representative and his supervisor (12/07/2022), were informed of this issue, they simply stated that they couldnt change the current $400/line to $800/line and one of them brushed off the issue as miscommunication. On 12/02/22, with my family members standing by, I spent a lot of time clearly going over this order and promotion in detail with the representative we placed the order with, so there definitely was not any miscommunication coming from our end. Ethically speaking, ******** should take responsibility for what their representatives are promising customers at the time of a sale. My conversation with the representative on Dec. 2nd, 2022 should be recorded by ******** and can be reviewed by them. I sincerely request that ******** honor the $800/line credit for the three lines for us. If, as the second representative and his supervisor stated, the system wont allow for a change of $400/line credit to $800/line credit, then I hope that ******** will credit us the missing $400/line credit for our three lines through a one-time credit of $1200 on top of the existing $400/line promotional credit to our account to make up for this issue.
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 ************ may have experienced regarding the above-referenced account. ************ activated the above account on July 13, 2019. *** account currently has four voice lines of service subscribed to our Magenta Plus rate plan at $150.00 monthly with taxes included for the first two lines of service, and $35.00 monthly for each additional line of service. *** account is also subscribed to ******* for $15.49 per month, with our ******* on Us discount, the account receives a monthly discount of $12.99. *** mobile number ending in **** is enrolled in our Free Line promotion, which provides the line at no monthly cost. Finally, the account is enrolled in AutoPay, which provides a monthly discount of $5.00 for each billed line of service.
On December 2, 2022, ************ took advantage of our Equipment Installment Plan (EIP) with the purchase of two Apple iPhone 14 Pro handsets and one Apple iPhone 14 ********************** ************ was not required to remit a down payment; however, she remitted a payment for the taxes on the full cost of the handsets, in the amount of $224.75. ************ then agreed to a series of ************************** the amount of $41.67 for each of the Apple iPhone 14 Pro 128GB handsets, and a series of ************************** the amount of $45.84 for the Apple iPhone 14 ************* handset.

At the time of the December 2, 2022, handset purchase, ************ initiated a trade-in of two Apple iPhone X handsets and one Apple iPhone XR handset to qualify each of the above **** for our 2022 Apple Trade P36 promotion. To receive this offer, customers were required to purchase an eligible Apple iPhone 14 model handset via EIP, trade-in a qualifying device, and activate a new line of service on a Magenta *** or equivalent rate plan. This promotion provides up to $800.00 credit for each of the qualifying trade-in handsets, via a one-time trade credit for the Fair Market Value (***) of the handset and monthly Recurring Device Credits (RDC) for the duration of the EIP.

However, as ************ completed these purchases as handset upgrades to existing lines of service, and did not activate new lines of service, the purchase did not qualify for the 2022 Apple Trade P36 promotion. As such, ************ was advised she would instead receive our 2022 Apple Trade P42 promotion. To receive this offer, customers were required to purchase an eligible Apple iPhone 14 model handset via EIP, trade-in qualifying devices, and be on or switch to our Magenta *** or equivalent rate plan with an existing line of service. This promotion provides up to $400.00 credit for each one of the qualifying trade-in handsets, via a one-time trade credit for the *** of the handset and monthly RDC for the duration of the EIP. ************ is scheduled to receive a $50.00 one-time trade-credit for each of the Apple iPhone X handsets and $70.00 for the Apple iPhone XR handset, upon receipt of the trade-in handsets.
Regrettably, the handsets purchased above are currently not in stock and subject to backorder. *** current estimated shipping time on Ms. ***** order is between January 2, 2023, and January 16, 2023. ************ will receive notification and tracking once the devices are shipped.

Upon speaking with ************ on December 14, 2022, we confirmed that she is eligible to receive the full benefit of the 2022 Apple Trade P42 offer once the order is completed and the trade-in handsets received, which is a total of $400.00 off each new handset over the 24-month EIP term. In an attempt to amicably resolve Ms. ***** concerns, ******** offered a one-time credit in the amount of $400.00 towards each of the three new **** in order to meet the offered and expected promotional credit amount. While this credit cannot be applied until such time the order is processed and shipped, our office will provide the above offer is applied once ************ contacts our office at the number below to confirm the order is completed. ************ accepted this as resolution to her concerns. We regret 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. Thank you so much for helping me with my issue!

Sincerely,

*****************
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 Dec 22,21 I made an order and purchased two iPhone 13. Order number oy-biso-*********. I also traded in a iPhone X and iPhone 6. I was supposed to receive a $400 credit and $800 credit for the phones. I have only received the monthly credit of ***** and ***** in Feb. I have called several times and have been told the credit will be applied to my account but to no avail.
Business Response
Date: 12/15/2022
December 15, 2022

FILED ELECTRONICALLY

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

Re:File 18549835
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 her account billing. We appreciate the opportunity to respond.

A review of the account shows **************** activated Sprint services on November 27, 2012, and has five lines of service subscribed to our ***************************** plan. **************** purchased two Apple iPhone 12 Pro *** devices via Installment Billing Agreement (IBA) numbers TM-********* and TM-*********, and two Apple iPhone 13 Pro devices via IBA numbers WEB-********* and WEB-238589066

**************** purchased two Apple iPhone 13 Pro devices on December 24, 2021, via the above referenced device agreements. She was offered, and accepted, our Up to $800.00 off iPhone 13/12 w/TRADE IN promotion. Because we have no record of receipt of the trade in device, the MACs were removed on January 28, 2022. We noted that the MACs were applied for two billing cycles.

Our warehouse notated receipt of two devices on April 29, 2022. **************** traded an Apple iPhone 6 device which qualified for $400.00 off via a $13.34 monthly account credit (MAC) for 30 months. **************** also traded an Apple iPhone X device which qualified for $800.00 off applied as a $26.67 MAC for 30 months.

We spoke with **************** on December 14, 2022, and discussed the above information. Although we were unable to identify any Sprint billing error, as a courtesy, we applied a onetime, non-refundable $400.10 account credit for the missed promotions to date. Further, to bring this matter to a close, we applied a $13.34 and $26.67 recurring MAC for the remaining 18 months of the above referenced IBA. **************** 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
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 spoke to a representative requesting an extension on my due date, she said due to me being a loyal customer she would extend the payment out until December 17th,2022. On December 4th, 2022, I woke up and had no phone service. They refuse to activate my line until I pay them a partial payment. They made arrangements with me then took it back.
Business Response
Date: 12/26/2022
December 26, 2022

FILED ELECTRONICALLY

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

Re:      File ********, ***********************
                        Account 156549154

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 establishing a payment arrangement to avoid service interruption. We appreciate the opportunity to respond.

Our records reflect **************** account was established on July 29, 2019, with three lines that subscribe to our Sprint ****************** plan. Additionally, ************** has two open Sprint Installment Billing Agreements (IBAs). She has IBA COS-********* for a ******* Galaxy A52 128 GB device for line ending in **** and IBA WEB-F-********* for an Apple iPhone XR 64 GB device for line ending in ****.

As stated in our Terms and Conditions of Services, payments are due as stated on Ms. **************************** 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.

Upon our review of **************** Sprint account, we confirmed that over the last six months, we have extended thirteen different payment arrangements that have either been canceled or failed. The debt of **************** age is over 30 days past due, and we are limited in the payment arrangements we can offer without an actual payment being made.

Our records reflect that on November 22, 2022, we assisted ************** with establishing a payment arrangement for $377.82 on December 4, 2022, and an additional $377.81 payment for December 5, 2022. Please note, the payment arrangements were not fulfilled and as a result, services were suspended on December 4, 2022.

************** contacted us on December 4, 2022, and we assisted her by establishing a new payment arrangement for December 18, 2022 for $316.66; however, due to the age of the debt, a payment of $135.71 was required to assist her in providing an additional payment arrangement. Because we were unable to identify a billing,payment, or processing error on **************** account, we must respectfully decline her request to apply a credit to her account.

We made several attempts to contact ************** at the telephone number and email address provided in her inquiry. Regrettably, we were unsuccessful with our contact attempts. Therefore, we ask that ************** contact us at the number provided below at her earliest convenience if she has any outstanding concerns. ************** will be expected to provide her account PIN or answer to the account security question when she calls. We regret any inconvenience this matter caused.

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

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

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

Sincerely,

Sprint

****************
Executive Response
Initial Complaint
Date:12/09/2022
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.
Was a Sprint customer over 10yr, always paid my bill, switched to **** because Sprint service barely worked where I live. When I switched, I thought my bill would be around $600 for equipment, so I switched. I receive a bill for almost $1200 and instructions to pay within 7 days or my account would be sent to collections. I paid $100 on it the day I got paid and called to setup a payment arrangement to prevent it from going to collections because I dont have $1000 to pay the full bill remaining, but I am paying it off. **************** told me there is nothing they can do and the only way to prevent it from going to collections is to pay the full remaining amount of $1000. Doesnt matter that Ive paid on it or that Im paying it and want to pay it, or that Ive been a customer with them over 10+yrs, because my account was cancelled to switch to ****, theyre now trying to ruin my credit. This corporation is horrible and devious, insane is more like it. Why would they treat people like this? Its wrong on so many levels.
Business Response
Date: 12/21/2022
December 21, 2022

FILED ELECTRONICALLY

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

Re:File 18548927
Account XXXXX5292, *******************************

To Whom It May Concern:

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

To begin with ********************** began her services on November 9, 2008. The account had five active lines of service subscribed to our Sprint ONE rate plan that has a monthly service charge of $130.00 for lines one and two, and lines three through five have a monthly service charge of $25.00 per line. Our records reflect in January 2021, ********************** upgraded the devices on her lines of service ending in ****, ****, and **** when she accepted the terms of three 30-month Installment Billing Agreements (IBA), WEB-*********, WEB-*********, and WEB-*********, for three Apple iPhone 12 ********************************************************* Installment Billing Agreement (IBA) is a device installment agreement that gives new and existing customers an affordable option to activate/upgrade to a Smartphone, feature phone or tablet. Customers simply purchase an eligible device with no or a variable down payment, depending on device, and agree to monthly installment payments for each financed device. There are no service discounts for devices purchased through Sprint IBA and at the time of purchase the customer will be required to pay all applicable sales tax against the Suggested Retail Price (SRP) as well as any applicable down payment for any device being purchased.
Our records reflect that ********************** canceled her five lines of service on October 12, 2022, when she ported her services to another carriers network. As a result, the corresponding IBAs were closed. Because this occurred prior to the satisfaction of the aforementioned IBA terms, ******************** incurred accelerated cancelation charges totaling $959.70 as reflected on the November 2022 invoice. Based on our review, we were unable to determine a Sprint billing error. Ms. ********** account reflects an outstanding balance of $1,042.08 that consists of past due monthly recurring service charges, equipment charges and late payment fees. We can also confirm that we received Ms. ********** payment of $100.00 on December 1, 2022.
Payment for service is due in full on or before the due date reflected on the invoice. 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. Regrettably, we are unable to extend payment arrangements when an account is in a canceled status.

We have made multiple attempts to reach ******************** regarding her concerns via phone and e-mail. Regrettably, we were unable to reach her, and we have not received a return call from ********************** to date. 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

Customer Answer
Date: 01/05/2023
Hi, I missed the 7 day window to respond, sorry about that but I would still like to respond. I read the reply from Sprint, Im not sure why she said she attempted to notify me multiple times per email and phone because I didnt receive ANY emails from her, and received only ONE voicemail. I think she was confused about my complaint as well, I was referring to the way they treat customers that have stayed years with them. I cancelled my account but not giving time to pay my bill, just sending it straight to creditors to ruin my credit is crazy to me. Im going to give this woman a call Monday when theyre back in the office, thanks so much! --

Sent from Gmail Mobile
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.
In April 2022, I upgraded phone lines ************ and ************ with the agreement to return the two phones currently on the line for the maximum promotion discount at the time. The two new phones were sent to ******** with a single return box, *** Ground 1Z 9R0 885 90 **** ****. The two older phones were returned to Sprint/T-Mobile using the return box and label; however, I still have not received the promotional credits associated with the new lines.On May 27th I called Sprint/T-Mobile and notified the representative that I didnt receive the promotional credits. At that time the representative said the promotional discounts were not applied because the warehouse never received the phones. I provided the *** Ground tracking number which confirmed the package did indeed arrive the warehouse in April. The representative then confirmed that the warehouse received the phones and a service ticket was provided to track the situation and ensure my promotional credit was issued service ***********-829-3313.Despite having everything properly resolved on my end, I continually have to call Sprint/T-Mobile to ask why my promotional discount has not been applied. I called July 14th and was assured it was escalated and will be credited, again on September 8th with the representative stating I should receive the credit within 2 month of the initial service ticket, another call on September 12th, October and Nov with each representative telling my Ill get the promised discount. To-date, Ive made 9 months of payments without receiving my promotional discount. Furthermore, Ive been a customer in good standing since **** and NEVER had an issue with receiving the promotional upgrade. This is horrible business practice, and the company should be held accountable for inappropriately holding back my promotional discount.Im turning to BBB because I have nowhere else to go for help.
Business Response
Date: 12/15/2022
December 15, 2022

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

Re:                      **************************
File ********
                                    Account 862965013

To Whom It May Concern:

Sprint, now part of ******** (Sprint) is in receipt of the above-referenced complaint of ********************************* We regret any inconvenience Mr. ********* may have experienced while attempting to address device promotions not awarding to his account. We appreciate the opportunity to respond.

To begin, the account was activated on June 16, ****, and currently has six voice lines subscribed to the Unlimited Freedom - Tax Inclusive rate plan.

Upon our review of Mr. ********** promotion concerns, we confirmed mobile lines ending in **** and **** were targeted for our Get Up to $800 Off Select iPhone Devices with Device Trade-In Upgrade promotion. As part of the promotion, existing eligible customers are offered up to $800.00 off in trade-in value on the respective lines when upgrading to an eligible device. To qualify, customers are required to upgrade to a new eligible device on an Installment Billing Agreement (IBA) and turn in a qualifying phone for trade-in. The promotion is applied via 24 or 30 monthly device credits to offset the monthly IBA charge, effectively reducing the monthly payment. The total promotional value is based off the trade-in device, and the monthly device credits will begin to apply within one to two billing cycles. Based on the devices traded in, Mr. ********* should have received a $30.42 monthly promotional credit for 24 months on mobile lines ending in **** and ****.

Mr.********* upgraded the device on mobile line ending in **** on April 2, 2022, to an Apple iPhone 13 Mini via 24-month IBA WEB-245881196. He also upgraded the device on mobile line ending in **** to an Apple iPhone 13 via 24-month IBA WEB-245881194. However, because of a keying error, the above device promotion did not award to Mr. ********** account.

On December 13,2022, we discussed our findings outlined above with Mr. **************** To fulfill the credit values of the above promotion, we scheduled a $30.42 monthly account credit on mobile lines ending in **** and **** for the remaining 15 months of the corresponding IBA term,offsetting a portion the monthly installment charge for the Apple iPhone 13 devices. We also applied a one-time account credit of $547.56 to offset a portion of the device charges on mobile lines ending in **** and **** for the months the noted promotional credits did not award to the account. Mr. ********* accepted our offer and handling of his account concerns. We regret any inconvenience to Mr. **********

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

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

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

Sincerely,

********************
Executive Response
Customer Answer
Date: 12/15/2022

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:12/08/2022
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.
Imy main phone number on the plan is **********. have tried to call Tmobile and speak to a supervisor for them to correct charges on my bill and they keep me on hold and then hang up after 2 hours on hold. I was told that the apple watch would be free . My international calls to ****** should be free included in my plan. I spoke to **** whose id number is **********. She was suppose to transfer me to supervisor **** who she said was busy for over two hours. I have attached proof of my call You may contact me at **********. I need ny bill adjusted and a breakdown of what i am being charges
Business Response
Date: 12/20/2022
December 20, 2022

FILED ELECTRONICALLY

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

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

To Whom It May Concern:

Sprint, now part of ******** (Sprint) is in receipt of the above-referenced complaint of ****************** Please note, our records reflect the account holder of record ************************* and ***************** are one in the same. We regret any inconvenience ************** may have experienced with his billing concerns. We appreciate the opportunity to respond.

To begin with, ************** began his services on October 24, 2019, and currently he has five active lines of service. His three voice lines are subscribed to our Sprint ONE plan that has monthly service charges $130.00 for line one and two, line three has monthly service charges of $30.00. ************** fourth line is subscribed to our 500 MB Apple Watch plan that has monthly service charges of $15.00. ************** has the opportunity to save $5.00 a line with an active enrollment in our AutoPay feature. ************** fifth line is subscribed to our 500 MB Apple Watch plan that has monthly service charges of $10.00 and is not eligible for further discounting.

Upon review of the account, ************** line of service ending in **** was previously subscribed to our ******** Unlimited Kickstart Tax Inclusive plan that had monthly service charge of $45.00. This plan has unlimited talk, text, and data while in *****************. It had the ability to make international calls; however, those calls would be billed at an additional per minute rate. Our records reflect that during the billing period of July 24, 2022, through August 23, 2022, ************** was billed international long-distance charges of $118.00 for valid calls. Further, because he did not subscribe to an international calling plan, he was billed $1.00 per minute for those calls. Additionally, our records reflect that these calls were dialed directly using his Sprint device. Our records also reflect that ************** worked with member of our ************* team on September 4, 2022, and updated his service plan for the line ending in **** to our Sprint ONE plan. However, this plan also does not include coverage for international calls made while in *****************.

Our records further reflect that ************** added a new line of service ending in **** on September 4, 2022. On the same date, he entered into the 24-month Installment Billing Agreement, COS-*********, for an Apple Watch. Furthermore, our records reflect that ************** intended to take advantage of our Get 50% off an Apple Watch SE With a New Line of Activation promotion. With this promotion, customers purchasing a qualifying Apple Watch SE on an IBA receive a monthly credit up to $6.88 to offset a portion of the monthly installment charge of the new device purchased. 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 cancelled, or the device is swapped to a non-qualifying device, the credits will be discontinued. *************** credits will begin to apply within one to two billing cycles. We have confirmed that ************** is receiving the aforementioned credit correctly.

During our conversation with ************** on December 15, 2022, we discussed the information noted above. Although we were unable to identify a Sprint billing error, to reach an amicable resolution with **************, we applied a one-time $20.80 credit to his Sprint account which is equal to three months of equipment promotional credit of $6.88 for September 2022 through November 2022. We also scheduled a monthly account service credit, of $6.88 that will award throughout the remaining 21-months of the associated IBA COS-********* for the line of service ending in ****.

Further, although we sustain that the international toll charges are valid, we applied an additional credit of $134.84 to offset a portion of the international charges reflected on his August 2022 invoice as well as a late payment fee. This brought ************** Sprint account balance to $185.85. ************** indicated his satisfaction with our resolution.

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:12/08/2022
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 charged for devices that have reached its lease final payment since 02/21/2021 on three devices. Per my contract agreement the options as they stated since I been a customer since 2008 I had the option to pay the phone in one lump sum; 6-mo increments or monthly for the same price that I would have with the 6-month period. I have talked to several individuals trying to resolve this and have gotten no where but blame placed everywhere than with them. I would like this resolved immediately as I'm still being charged these charges..
Business Response
Date: 12/21/2022
December 21, 2022

H333735363534****3639H
12639 *****************, Suite 200
*****, ** *****

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

To Whom It May Concern:

Sprint, now part of ******** (Sprint) is in receipt of the above-referenced complaint of ****************************** Please note, Sprint has confirmed ***************************** and ************************************ are one and the same. Sprint regrets any inconvenience ******************** may have experienced regarding her device billing concerns. We appreciate the opportunity to respond.

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 Ms. ********* signed Lease Agreements clearly and conspicuously disclose that upon the satisfaction of the Lease Agreement, if she does not return the device(s), she will be billed a month-to-month charge, which is separate from the Device Purchase Price. The month-to-month charges are 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.

A review of the account shows on September 23, 2019, ******************** accepted the terms for 18-month Sprint Flex Lease Agreements PR-L-*********, PR-L-********* and COS-L-********* on mobile numbers ending in ****, **** and **** for Apple iPhone 11 Pro and Apple iPhone 11 ********************** Our records further reflect the 18-month term for Ms. ********* Sprint Flex Lease Agreements were completed in March 2021; however, we have no record of a request to close the leases, that the devices were returned, or a payment was made for the end-of-lease DPP, 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 of her device leases until the agreements were closed on December 14, 2022, at her request. Based on our review, we were unable to identify a Sprint billing error and consider the lease agreements as well as the $748.00 Fair Market Value (FMV) charges assessed when the agreements were closed to be valid.

Furthermore, our records reflect ******************** spoke with our ******************* on December 14, 2022, regarding her device lease charges. At that time, in an effort to provide an amicable resolution, we agreed to apply an account service credit to offset the $748.00 FMV charges assessed. Additionally, we offered to apply account service credits totaling $959.14 to offset the month-to-month lease charges billed for mobile lines ending in **** and ****.

We are excited for Sprint customers to have the full ******** experience. Migrate to ******** (***) allows Sprint customers to effortlessly migrate their entire account to ********. Unlike porting-in, *** allows Sprint customers to retain some of their previous benefits with no external credit checks and no deposit requirements for lines moved.

Sprint customers can move up to 12 voice lines and 5 data lines, retain their Sprint tenure with ********, and experience no overlapping bill charges. As such, customers who would like the *** experience will need to visit a ******** corporate retail location with all compatible devices in hand and unlocked to receive a ******** SIM card. In addition, customers are required to financially satisfy any outstanding Sprint Lease or Installment Billing Agreements, prior to initiating and completing the ***. Lastly, qualified customers must be in a good ******** coverage area & willing to accept a ******** rate plan and cannot have any open Sprint orders for devices or service.

We spoke with ******************** on December 19, 2022, and provided the details outlined above. Although we maintain no Sprint billing or processing error was identified, to resolve the matter to Ms. ********* satisfaction, we applied a one-time account service credit of $470.47 to offset the month-to-month lease charges billed for mobile line ending in ****. We also confirmed ******************** is eligible to upgrade her devices and advised she has the option to migrate to our ******** billing system. ******************** accepted our goodwill offer and handling of her concerns. We regret any inconvenience to *********************

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

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

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

Sincerely,

Shola A.
Executive Response
Initial Complaint
Date:12/08/2022
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 contacted Sprint back in August regarding line ending in **** and the service as that line is in ******. We have had many issues with the usage and charges. We believed those were taken care of but on December 7, 2022 the line was blocked for "excessive international roaming" but the phone is mainly connected to wifi and doesn't have enough international data to even use when not connected. I do not understand why the line would be blocked when Sprint told me it would not be. I called Sprint on December 8, 2022 and was told the line would be blocked for an entire year. I wish I would not have gotten these devices as I told them in store that the line would be in ****** for a while but will return back to the US which is why we wanted to keep that number and service. This experience has been a nightmare and with the merger the ******** stores are not knowledgable especially with sprint services.
Business Response
Date: 12/19/2022
December 19, 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 the Sprint account holder, ************************** We regret any inconvenience **************** may have experienced with her international roaming concerns. We appreciate the opportunity to respond.

To begin, ****************** Sprint account was activated on September 27, ****, and currently has three phone lines that are subscribed to the *************************************** plan. Additionally, this plan includes roaming in ****** and ****** with 2G data speeds, and international roaming in 210 plus countries and destinations, which can be reviewed on our website at www.********.com.

Our Terms and Conditions support ********s decision to address extreme roaming by customers that are consistently using our service outside our ********-owned network coverage area. When the majority of ****************** data usage on-line **** was roaming internationally for consecutive months, the following text messages were sent:

30-days: The majority of the recent Sprint usage on-line **** has been roaming internationally. Per our terms and conditions, roaming benefits are not intended for extensive use abroad. You can use Wi-Fi to reduce your international usage. See details: www.sprint.com/internationalroaming

60-days: The majority of the last two months of Sprint usage on-line **** has been roaming internationally. If this line continues to roam extensively abroad over the next month, the use will violate our terms and conditions, and your data roaming usage will be blocked on a specific date. See details: www.sprint.com/internationalroaming

90-days: IMPORTANT NOTICE: Sprint works with wireless partners to provide coverage when traveling outside our coverage area. This roaming benefit is meant for occasional use. Our systems show most usage for the last several months on phone **** was roaming internationally. This violates our terms and conditions and as a result data roaming usage on the line will be blocked on November 17, 2022. For details, or if you feel this is an error, visit www.sprint.com/termsandconditions.

Upon our review, we confirmed that the restriction was removed from the mobile line ending in **** on November 18, 2022.

We spoke with *********************** on December 19, 2022, regarding her international roaming concerns. We advised that if the international roaming usage continues on mobile line ending in ****, the restriction will be reinstated to block data. We recommended that the subscriber of the noted line turn off mobile data as to prevent roaming and to ensure the Wi-Fi feature is enabled. We also advised **************** that mobile line ending in **** incurred a $.54 roaming charge on November 18, 2022. As a courtesy, we adjusted the charge. **************** acknowledged the information provided and confirmed her concerns were addressed. We regret any inconvenience to *****************

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

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

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

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

Sincerely,

*************************
Executive Response
Initial Complaint
Date:12/08/2022
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 traded in a mobile phone and followed instructions to send the phone back to Sprint/T-mobile. I was not allowed to give phone to the sprint phone store because the phone I purchased was sent to me (purple color unavailable in store). I had to send the phone using their pre-paid label which I did. The phone number for the phone that should be receiving $17.30 for 24 months is ************. I also traded in 2 other phones that had similar promotions and did give the phones to the phone store (color was in stock) hence those two phones did receive the credit amounts of $17.30 for 24 months (iPhone *************** color) and $15.21 for 24 months (iPhone Mini Red color). The total credit I am claiming that was not give to me is $415.20 for a phone sent to Sprint/T-mobile.After working with the sprint/t-mobile team for 3 hours through chat (latest session). The said the following...Sprint/T-Mobile **************** : Perfect!! I am pleased to inform you that the device is successfully received at the ware house.**************** : I've just received this text from back office team. We are going to add this promo offer on the account and we all start getting within 1-2 bill cycle **************** : Yes, I really apologize for the inconvenience but we have located the device and I assure you that you will start getting the discount within 1-2 bill cycles and you will not face any issues further.After more time and waiting, Sprint/T-mobile will not credit my account $17.30 for 24 months. I chatted with them at least 4 different times and each time, they said they would fix up the account but refuse to. I have no other choice but to report to Better Business Bureau in hopes that they will finally correct their business behavior and credit my account.Thank you for your help,***********************
Business Response
Date: 12/21/2022
December 21, 2022

FILED ELECTRONICALLY

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

Re: File 18546268
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. We appreciate the opportunity to respond.

A review of the account reflects ************ started Sprint services on April 1, 2019, and has two lines of service subscribed to our Unlimited 55+ service plan, and one line of service subscribed to our *************************** plan. ************ purchased an Apple iPhone 12 device on Installment Billing Agreement (IBA) WEB-*********, and two Apple watches via numbers IBA COS-*********, and IBA COS-234438352.

On April 28, 2021, ************ purchased an Apple iPhone 12 device and was offered the iPhone 12 on Us w/ Trade-in promotion. The promotion was applied for two months but was removed because the trade-in device was not received at our warehouse. In addition, on November 2, 2021, ************ was offered a $200.00 account credit for purchasing two Apple watches. Unfortunately, the credit for purchasing the Apple watches was not applied to his account.

We were able reach ************ on several occasions; however, he was not available to speak with us during these times. As a courtesy, we applied a onetime, non-refundable $200.00 account credit for the above-referenced Apple watch offer.

After further research, we were unable to confirm receipt of the required trade-in for the Apple iPhone 12 device above-referenced promotion. As such, we invite ************ to contact us at his convenience at the number below to provide additional information to aid in our investigation, such as the tracking information for his trade in device. Please note, ************ will be required to provide a PIN or answer a security question at the time of his call.

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

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

Sincerely,

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

Complaint: 18546268

I am rejecting this response because:
Dear *************************,
Thank you for correcting the issue with the apple watches and crediting my account for $200. Those monies have already been credited to my account.
The trade in phone was received by the sprint warehouse.
You : *** Tracking1z9r08858737429950
Prior chats with Sprint can be researched in the chat logs: Sprint representative ************** replied as below.
Sprint/T-Mobile
**************** : Perfect!! I am pleased to inform you that the device is successfully received at the ware house.

**************** : I've just received this text from back office team. We are going to add this promo offer on the account and we all start getting within 1-2 bill cycle

**************** : Yes, I really apologize for the inconvenience but we have located the device and I assure you that you will start getting the discount within 1-2 bill cycles and you will not face any issues further.
*** can also verify that the device with above tracking number was delivered to the designated ship to location.
Sincerely,

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

FILED ELECTRONICALLY

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

Re: Rebuttal File 18546268
Account *********, ***********************

To Whom It May Concern:

Sprint, now part of ******** (Sprint) is in receipt of the above-referenced rebuttal complaint of ************************ We regret any inconvenience ************ may have experienced with his equipment return and subsequent billing. We appreciate your office bringing Mr. ***** outstanding concerns to our attention and the opportunity to respond once again.

Upon our subsequent review of Mr. ***** billing dispute regarding a promotional credit offer for an Apple iPhone 12 device purchased, we were unable to confirm that the trade-in device was received; however, ************ provided additional information indicating he was advised he would receive a $17.30 monthly recurring promotional credit through the end of the Installment Billing Agreement (***) term for his mobile line ending in ****.

We spoke with ************ on January 9, 2023, and discussed his outstanding concerns. To amicably resolve this matter, we applied a one-time account service credit of $380.60, to offset a portion of the device charges billed for the Apple iPhone 12 device. Additionally, we closed the *** WEB-*********, on mobile line ending in ****, and applied an account credit totaling $103.61 to offset the accelerated cancellation charge billed, designating the Apple iPhone 12 device paid in full. ************ accepted our offer and handling of his billing 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: 01/27/2023

Complaint: 18546268

I am rejecting this response because:
To Whom It May Concern:
Sprint (T-Mobile) has contacted me about missing credits for the trade in phone and we discussed how to bring this matter to a close as referenced by ****************. Upon checking the billing account, there is significant sums of money not properly credited (missing $48%) to the account which is of no error by **************** as he and I are working amicably to close this issue.
The back end processing and billing is on a monthly basis with the next bill scheduled to close on January 31 and bill presented usually within 1 week of bill closing date. Since there has been errors before and a complex billing arrangement of individual device credits for multiple devices, the true and complete closure of this issue cannot be ascertained until mid February at the earliest. Hence I request that this issue remain open with no action until at least then. If an error is found then it will require another full billing cycle to determine if the correct amounts are reflected in the billing statement. More time may be needed.
I am compelled to write this response because once an issue is closed, it cannot be reopened from what I have read from the BBB website.
Please keep this issue open until either mid February or mid March to allow time for the billing to complete.

Thank you for your help with this matter.
Sincerely,

***********************
Business Response
Date: 02/02/2023
February 2, 2023

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

Re:      Rebuttal File ********
                        Account 916297503,***********************

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

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

A review of the account shows it was opened on April 1, 2019 and has two lines of service subscribed to our Unlimited 55+ service plan. ************ also has one line of service subscribed to our *************************** plan.

We spoke with ************ on February 1, 2023, and discussed his outstanding account credit concerns. We have confirmed that the account credits previously offered, totaling $484.21, were applied to his account on January 9, 2023, to address his equipment billing concern.

We would further note, Mr. ***** billing cycle begins on the first day of each month and as a result, the details on his invoice, including account credits,are not available for viewing for approximately three to four days after the bill cycle date.

Although we are requesting that the Better Business Bureau file be closed, we assured ************ that we remain committed to address any concerns he may have after the bill is available for his review.

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

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

Sincerely,

*********************
Executive Response
Initial Complaint
Date:12/08/2022
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 approximately Oct 5, 2022 I called Sprint/TMobile customer service to discuss options to lower my bill. On this call, long story short, the rep advised she can change my plan to have my 4 lines for $100 plus the cost of my devices, insurances and watch it would be approximately $280 a month. She also advised I wouldn't lose any of my services that was with my current plan at the time such as Hulu, Tidal, Hotspots and unlimited talk, text, data. When I received my bill due November 26th it was $334. I called around November ***** to find out why it was more than I was quoted. It escalated to a supervisor that said they would call me back in 3-5 days after I advised of my concern so they could research and have the call pulled. The supervisor called me back and told me the call couldn't be found. I then asked for it to be escalated to corporate level because I know what I was told and that the rep even went through my new ***************** by line so the call would prove what I was told. He then said he would and call me back. I haven't heard from him again as of today. I have called numerous times to just be given the run around. I was even told it was an onshore call so they would need to pull it yet I can't be transferred or seem to ever get anyone onshore to talk to. The last rep I talked to on Monday, Dec 5th, told me a supervisor would contact me by Wednesday, Dec 7th. It's now the 8th and still no call back. My bill is now past due because I refuse to pay a $334 bill that I was advised would be $280. I need this call pulled so they can honor what I was told to get my billed corrected for now and going forward. To also be accommodated for time, suffering and inconvenience.
Business Response
Date: 12/21/2022
December 21, 2022

FILED ELECTRONICALLY

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

Re:File ********, Kyneatria ******
Sprint Account 134610857

To Whom It May Concern:

Sprint, now part of ******** (Sprint) is in receipt of the above-referenced complaint of Kyneatria ******. We regret any inconvenience that **************** with the monthly cost of her wireless service. We appreciate the opportunity to respond.

To begin, our records reflect that ****************** account was established on January 3, 2015. **************** currently has four voice lines of service configured on our Unlimited Talk, Text, and Data plan at a monthly cost of $165.00 before taxes, surcharges and fees. She also has a smartwatch configured on our Unlimited Watch plan at a monthly cost of $15.00. This line has a promotion that offsets the $15.00 monthly charge. **************** is currently signed up for our automatic payment option, which provides a $5.00 discount on each line of service, and our Protection 360 plan at a cost of $18.00 per line. **************** has five open equipment agreements. After the associated equipment promotions, ****************** total equipment cost is $105.43 per month. As a result, her estimated monthly invoice is $325.63 when paid on time.

We spoke with **************** on December 13, 2022, and she stated again that she was offered a promotion to reduce her monthly cost to approximately $280.00. We explained that our records show that her monthly cost is approximately $325.63, but we would be happy to further research her concerns. As a result, we requested a copy of the interaction **************** referenced for more information. We are currently waiting for the results of this request, but we remain eager to resolve ****************** concern. **************** agreed to a follow up call on December 22, 2022. We will continue to work with **************** regarding her billing concerns.

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

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

Sincerely,

*************************
Customer Answer
Date: 12/21/2022

Complaint: 18544520

I am rejecting this response because: the matter still has not been resolved. I feel until it's resolved the case should stay open.

Sincerely,

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

FILED ELECTRONICALLY

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

Re:Rebuttal File 18544520
Sprint Account *********, **********************

To Whom It May Concern:

Sprint, now part of ******** (Sprint) is in receipt of the above referenced rebuttal complaint of Kyneatria ************* We regret any continued concerns **************** may have with the handling of her dispute. We appreciate the opportunity to respond once again.

As stated in our previous written response to your office dated December 21, 2022, our records reflect that **************** currently has four voice lines of service configured on our Unlimited Talk, Text, and Data rate plan at a monthly cost of $165.00 before taxes, surcharges, and fees. She also has a smartwatch configured on our Unlimited Watch rate plan at a monthly cost of $15.00. This line has a promotion that offsets the $15.00 monthly rate plan charge. **************** is currently signed up for our automatic payment option, which provides a $5.00 discount on each line of service, and our Protection<360> add-on at a cost of $18.00 per line. **************** also has five open equipment agreements. After the associated equipment promotions, ****************** total equipment cost is $105.43 per month. As a result, her estimated monthly service charges total $325.63.

During our discussion with **************** on December 23, 2022, in our effort to resolve her billing concerns, we offered to apply a $26.67 monthly recurring account service credit on mobile line ending in **** for the 17 remaining months of the associated Installment Billing Agreement (IBA) number WEB-********* and a $45.84 monthly recurring account service credit on mobile line ending in **** for the 7 remaining months of the associated IBA number COS-*********, offsetting the cost of the corresponding devices. As a result, ****************** monthly charges will decrease by $65.84, lowering her estimated monthly charges to $259.79 before taxes. **************** accepted our goodwill offer and handling of her account billing concerns.

To ensure ****************** concerns were fully addressed we followed-up with her on January 9, 2023. **************** confirmed her dispute was resolved to her satisfaction during our interaction on December 23, 2022. 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

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