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 Find Local Branches.

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• 

  Sprint Now Part of T-Mobile

  12920 SE 38th St Bellevue, WA 98006-1350

• 

  Sprint Now Part of T-Mobile

  6391 Sprint Parkway Overland Park, KS 66251

• 

  Sprint Now Part of T-Mobile

  2506 Crossing Cir Ste C Traverse City, MI 49684-7955

• 

  Sprint Now Part of T-Mobile

  510 S Clinton St Grand Ledge, MI 48837-2296

• 

  Sprint Now Part of T-Mobile

  1886 14th Ave Vero Beach, FL 32960-0620

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:12/08/2022

  Type:Order 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.

  Sprint falsification of documents transferred to ********* Failure to uphold lease contract agreement and reimburse account fully for IPhone X upgraded to iPhone 13 number ending in ****. Have spent the last 11 months contacting sprint monthly and each time they assure me the iPhone X was received in their warehouse & that my account lease agreement will be changed to reflect this. This did NOT occur. Dec. 5, 2022 not able to access Sprint.com required to create new account on ********.com wherein bill invoice documents are incorrect. Cannot view past billing history with sprint. Never again will I enter into any promotional lease agreement. Time spent monthly to have account corrected to no avail is leading me to take legal action. I want retribution of the contract lease agreement wherein iPhone X which was paid in full and in good condition with minor chip on screen, which was received by the sprint warehouse, to be honored in full by reflecting that number ending in **** has same promotion and reimbursement as phone number ending **** to be reflected on agreed said contract, past monthly billing at the commencement of the agreed upon lease contract since July of 2022. I demand the correction of transferred document billing and contract to be corrected with takeover company ******** and reflected therein.

  Business Response

  Date: 12/20/2022

  December 20, 2022
  
  FILED ELECTRONICALLY
  
  Better Business Bureau
  12639 **************., Ste. 200
  *****, ** *****
  
  Re:  File ********, *******************************
         Sprint Account XXXXX1418
         ******** Account XXXXX4195
  
  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 device promotion concerns.   We appreciate the opportunity to respond.
  
  Upon our review of the account, we confirmed **************** began her services on July 16, 2012, and she has four lines of service subscribed to our ******** Unlimited Basic Tax Inclusive plan that has monthly service charges of $63.00 for line one, $40.00 for line two, and $30.00 for lines three and four.  
  
  Our records reflect on February 2, 2022, **************** upgraded her the devices associated with the lines of service ending in **** and ****, when she entered into two 30-month Installment Billing Agreements, WEB-********* and WEB-********* for two Apple iPhone 13 128 GB devices, respectively.  Our records also reflect that **************** intended to take advantage of our iPhone 13 On Us w/ Trade on ANY Plan promotion.  With this promotion, customers purchasing a qualifying Apple iPhone device on an *** and trading in an eligible device can receive a maximum payout of $800.00 via monthly credits up to $26.67 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.  The total promotional value is based off the trade-in device received.  The trade-in device is not able to be returned, must be fully owned, in good working condition, without physical or liquid damage, has the Find My iPhone feature or other anti-theft turned off, and is attached to the new device order to meet eligibility.  *************** credits will begin to apply within one to two billing cycles.  
  
  We confirmed that **************** received her monthly credit for the line ending in ****.  However, we do not have a record of receiving **************** trade in device for the line ending in ****.  As such, she would not be eligible for the aforementioned promotion.  Our records also reflect that **************** does not have a prior device Lease Agreement for that line.  
  
  We can also confirm on November 28, 2022, **************** account was moved to our ******** billing system and her Sprint account was canceled with a zero balance.  As such. **************** will need to go to www.t-mobile.com to set up her ******** on-line account to have the ability to view and manage her account.  
  
  We made multiple attempts to contact **************** at the telephone number and e-mail provided in her inquiry.  Regrettably, we have not been able to speak with **************** to date.
  However, although we were unable to identify a Sprint billing error regarding line ending in ****, to reach an amicable resolution with ****************, we applied a one-time $266.70 credit to her ******** account.  This is equal to the equipment credit for the months of February 2022 through November 2022.  
  
  To bring this matter to a close, we canceled the *** WEB-********* for her Apple iPhone 13 ***************************************** ****.  Should **************** have any further concerns, we invite her to contact us at the 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: 12/21/2022

   
  Complaint: 18542318
  
  I am rejecting this response because:
  
  **************, 
  
  
  Second attempt Ive tried to reach you. Left VM on message December 21, 2020 to 7:31 AM. Also responded to your email, on December 13, 2022 the same day you sent Any electronic communications email to my personal email ******************.
  
  
  Your submittal letter On behalf of ******************************* to the Better Business Bureau is incorrect. The device was received By the Sprint warehouse. It was confirmed by Sprint On several occasions Of which I have proof and evidence.The tracking number was also confirmed by Sprint that the warehouse received the cell phone which was paid for in full ending in ****. Moreover I am not in agreement with $266 and change that youve credited my account this does not fix the actual contract lease agreement error For the number x****.
  As stated previously in falsification of documents transferred to ********* Failure to uphold lease contract agreement and reimburse account fully for IPhone X upgraded to iPhone 13 number ending in ****. Have spent the last 11 months contacting sprint monthly and each time they assure me the iPhone X was received in their warehouse & that my account lease agreement will be changed to reflect this. This did NOT occur. Dec. 5, 2022 not able to access Sprint.com required to create new account on ********.com wherein bill invoice documents are incorrect. Cannot view past billing history with sprint. Never again will I enter into any promotional lease agreement. Time spent monthly to have account corrected to no avail is leading me to take legal action. I want retribution of the contract lease agreement wherein iPhone X which was paid in full and in good condition with minor chip on screen, which was received by the sprint warehouse, to be honored in full by reflecting that number ending in **** has same promotion and reimbursement as phone number ending **** to be reflected on agreed said contract, past monthly billing at the commencement of the agreed upon lease contract since January of 2022. I demand the correction of transferred document billing and contract to be corrected with takeover company ******** and reflected therein.**************************** ************************************ 52803 

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

  Customer Answer

  Date: 01/04/2023

  To whom it may concern,
  
  I was able to speak to a ******** representative on the phone today and I am now satisfied with the resolution provided by ********/Sprint.
  
  The case has been resolved please close it thank you so much for all your help I am glad that you exist!!!
  
  Sincerely,
  *******************************
  

  
  

• Initial Complaint

  Date:12/07/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I called Sprint now a part of ******** and I asked them to permanently block a person from calling or texting me because this person had been calling me almost 30 times in the last two to three days. I have not spoken to this person and I no long affiliate with the organization I belong to with her. She was calling me like at midnight. I was told by the Sprint staff that they could not do anything about this situation. I kept telling this woman that I needed to go back to work and she just kept talking if you can not block the lady from calling me there is no reason to keep talking. I had less than thirty seconds to log back into my job so I disconnected the call that was at 630 pm. This lady calls me back at 8 something and then again at 830 and leaves the message this is my last time calling you so if you still need help you will have to go back to the customer service department again. This is the crappy company they have been of no help with any of the situation I have had with my phone. I should not pay for scam shield and block people just to have to them keep calling I have been complaining about this for a very long time and the response i got from an executive was i deal with that too.

  Business Response

  Date: 12/19/2022

  December 19, 2022
  
  FILED ELECTRONICALLY
  
  Better Business Bureau
  12639 **************., Ste. 200
  *****, ** ***** 
  
  Re:File ******** *************************
        Sprint Account *********, ***************************
  
  To Whom It May Concern: 
  
  Sprint, now part of ******** (Sprint) is in receipt of the above-referenced complaint of **************************  ************************* and *************************** are the same person.  We regret any inconvenience **************** may have experienced with her equipment.  We appreciate the opportunity to respond.  
  
  A review of the account shows it was opened on August 1, ****, and has one lines of service subscribed to our ************************* plan.  
  
  ******** Scam Shield is a free app available to all ******** postpaid customers on Android and Apple phones.  Features included with the ******** Scam Shield are caller ID name, Scam Block, recent call activity, view blocked calls, reporting of SCAM LIKELY calls, add numbers to the Allow list - Numbers on the Allow list are never blocked.  Features included with the Scam Shield Premium are personal number blocking block any number, call categories - tag calls with specific category types (i.e., telemarketers, private, surveys, etc.), send specific numbers and call categories directly to voicemail, and reverse number lookup.
  
  **************** stated she receives unwanted calls from an individual.  She is subscribed to our Scam Shield Premium add-on feature, but has seen that the calls are reaching her device.  She is utilizing the personal number blocking feature, so the calls are not ringing her device; however, **************** has requested to block the call from being sent to her device.  
  
  On December 14, 2022, via email, we discussed with **************** that a call must be delivered to the handset so the Scam Shield feature can compare the incoming telephone number with her block list.  If the telephone number is on the block list, her device will not ring; however, a log is kept of the call for review, in case a telephone number is needed to be unblocked or moved to the allowed call list.  We can block all calls from being delivered to the handset; however, cannot block specific telephone numbers.  Blocking individual telephone number can also be accomplished through the handsets software without Scam Shield, and we have provided **************** instructions should she need to do this.  Since **************** indicates the calls are harassing in nature, we recommend contacting local law enforcement for additional assistance if the calls persist.
  
  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 Customer Care.  We value customer feedback.  Please be assured that the quality of service provided to our customers is of our utmost priority.
  
  Based upon the foregoing, we respectfully request that this complaint against Sprint be closed. 
  
  Thank you for bringing this matter to our attention.  If you have any questions, please do not hesitate to contact me directly by calling ************.  
  
  
  Sincerely,  
  
  
  *********************
  Executive Response  
  

  Customer Answer

  Date: 12/21/2022

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

• Initial Complaint

  Date:12/07/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have an assurance wireless phone account for over five years (estimated). I am mentally & physically disabled. the assurance wireless cell phone that is provided to me is paid for via the lifeline/EBB benefit from the federal government.Its my primary phone, I have no other phones. The phone is 2 years old has 2 hardware malfunctions that cannot be fixed.I have attempted since August to get the phone replaced. they will not replace the phone. They tell me they will replace the phone. Assurance has told me not once but twice once in August &. once in Dec that they will replace the phone at no charge & I will receive it within 5 to 7 business days. Its Dec 7 & the phone has completely died. I have no working phone to call anyone in case of emergency. I cannot get through to assurance. I have been disconnected from them 7 times today. this is my only phone & I knew it was going bad so I started the process in Aug to replace the phone. In ********* they told me they would send me a replacement phone at no cost. It is now December 7. I have called them at least 11 times today been disconnected about 7 ************ do confirm that they will send me a phone however theyve said this twice & Ive never received it . so now I am mentally & physically disabled, I live by myself, I have no way to call emergency services if anything were to happen to me. they told me I would have a replacement phone in ************ its December and I have nothing. assurance is basically just continuing to tell me that they will send me a phone that I never receive . I want to file a complaint. My account has always been in good standing. I am disabled & need help getting either them to replace the phone. Or allow me to transfer the number to another service provider that honors the lifeline/EBB service. but I cant even get through to them to Transfer the account and let me take my number to another service that fulfills the lifeline EBB qualifications.

  Business Response

  Date: 12/16/2022

  December 16, 2022
  
  FILED ELECTRONICALLY
  
  Better Business Bureau
  12639 *************, Ste 200
  *****, ** *****
  
  Re:*****************************
        Your File No. 18540112
        Assurance Wireless Account No: *********
                
  To Whom It May Concern:
  
  Sprint, now part of ******** (Sprint) is in receipt of the above-referenced complaint of ******************************  We regret any inconvenience ******************** may have experienced regarding her Assurance Wireless equipment concerns.  We appreciate the opportunity to respond.  
  
  To begin, Ms. ********* Assurance Wireless account was activated on May 6, 2019, with one line of service.  The account is subscribed to our Affordable Connectivity Program (ACP) Unlimited rate plan.  This plan includes unlimited minutes, text, and mobile data for ACP recipients.  
  
  Assurance Wireless strives to ensure that our device lineup provides customers with the richest and most-convenient wireless communication options available using state-of-the-art technology and equipment.  The equipment selection available to Lifeline customers through our Assurance Wireless services is based on government funding provided for the Lifeline program that ******************** is enrolled.  In addition, all new Assurance Wireless devices are provided with a one-year warranty.  Assurance Wireless offers a mail-in warranty replacement option, and when a device replacement order is processed, customers are required to return the defective device to complete the warranty exchange order.  The warranty does not cover damaged, lost, or stolen devices and if a device is reported as lost or stolen, customers are required to pay $39.99 for the replacement.  
  
  On August 11, 2022, ******************** contacted our ************************ reporting issues with her device.  A case was created to mail ******************** a replacement device.  Please note, the case was worked later that day and the case was closed without a replacement device being ordered because Ms. ********* device was out of warranty, and she was required to pay $39.99 for a replacement device.  Our records indicate ******************** activated her current Unimax 693CL device on August 13, 2021, and the device was a replacement device.  As such, Ms. ********* Unimax 693CL device had a ****** limited warranty which had expired.
  
  During our conversation with ******************** on December 8, 2022, we provided the information outlined above.  As a courtesy, we agreed to mail ******************** a replacement device at no cost to her.  Further, we confirmed the replacement device was delivered on December 13, 2022.  We regret any inconvenience to *********************
  
  We appreciate ******************** taking time to provide details of her experience with our Assurance Wireless ************************.  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: 12/20/2022

   
  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. I was very pleased with both the professionalism and the customer service provided once the ********************** contacted the parent company *********  I would personally like to thank ***** for his assistance patience and efficiency in resolving my issue.   Thank you to the Better Business Bureau, ********* and *****.  This has been resolved in a very professional manner and again I thank all involved for the assistance.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:12/07/2022

  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.

  Assurance Wireless has refused to honor their agreement of one free replacement phone a year as written in their agreement and on their site. I have called trying to get a replacement phone after mine was shattered accidentally and they have tried to charge me *****+ other fees for a replacement. They have been informed that I was aware of the warranty and the I was going to be taking action so I reach you first.

  Business Response

  Date: 12/13/2022

  December 13, 2022
  
  FILED ELECTRONICALLY
  
  Better Business Bureau
  12639 *************, Ste 200
  *****, ** *****
  
  Re:***********************
        Your File No. 18539926
        Assurance Wireless Account No: *********
                
  To Whom It May Concern:
  
  Sprint, now part of ******** (Sprint) is in receipt of the above-referenced complaint of ************************  We regret any inconvenience **************** may have experienced regarding his Assurance Wireless equipment concerns.  We appreciate the opportunity to respond.  
  
  To begin, Mr. ******* Assurance Wireless account was activated on February 24, 2022, with one line of service.  The account is subscribed to our Affordable Connectivity Program (ACP) Unlimited rate plan.  This plan includes unlimited minutes, text, and mobile data for ACP recipients.  
  
  Assurance Wireless strives to ensure that our device lineup provides customers with the richest and most-convenient wireless communication options available using state-of-the-art technology and equipment.  The equipment selection available to Lifeline customers through our Assurance Wireless services is based on government funding provided for the Lifeline program that **************** is enrolled.  In addition, all new Assurance Wireless devices are provided with a one-year warranty.  Assurance Wireless offers a mail-in warranty replacement option, and when a device replacement order is processed, customers are required to return the defective device to complete the warranty exchange order.  The warranty does not cover damaged, lost, or stolen devices and if a device is reported as lost or stolen, customers are required to pay $39.99 for the replacement.
  
  Our records indicate **************** contacted our ************************ on December 7, 2022, requesting a replacement device.  At that time, it was noted that Mr. ******* device had physical damage.  As such, **************** was advised of our $39.99 out of warranty replacement device fee.  Because **************** did not make a $39.99 payment, we were unable to process a replacement device order.  
  
  During our conversation with **************** on December 8, 2022, we provided the information outlined above.  As a courtesy, we agreed to mail **************** a replacement device at no cost to him.  **************** can expect to receive the replacement device within 5 business days.  **************** understands that he can contact our ************************ at ************** for assistance with activating the replacement device or he can contact our office directly.  We regret any inconvenience to *****************
  
  We appreciate **************** taking time to provide details of his experience with our Assurance Wireless warranty process.  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: 12/13/2022

   
  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:12/07/2022

  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 tried to get a resolution to this for months now! When I got my new iPhone 13pro they had a promotion that was all over saying trade in old iPhone 10 or newer and the 13 pro is on us, well Ive been paying 31 monthly since Ive gotten it and that was over a year ago! I also got the special on the watch and I always carry insurance on all devices and I told that to the sales rep! **** it broke a month or two later and Ive never gotten a solution for that either and Ive been paying roughly $170 a month for one device! As soon as I have an off day this weekend I will be switching my services!

  Business Response

  Date: 12/15/2022

  December 15, 2022
  
  FILED ELECTRONICALLY
  
  Better Business Bureau
  12639 *****************, Suite 200
  *****, ** *****
  
  Re:File ********, *******************************
  Sprint Account 613787219
  
  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 promotion concerns. We appreciate the opportunity to respond.  
  
  To begin, Mr. ********** Sprint account was activated on May 24, 2012, and currently has two active service lines. Line ending in **** is subscribed to the Sprint MAX-Unlimited ***** Text & ************ plan and line ending in **** is subscribed to the Unlimited Apple Watch with Taxes & Fees included service 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.  
  
  Our records indicate on September 24, 2021, ********************** purchased an Apple iPhone 13 Plus device via ******** Installment Billing Agreement (IBA) COS-*********, activated on phone number ending in ****.  
  Sprint Installment Billing Agreement (IBA) is a device installment agreement that gives new and existing customers an affordable option to activate/upgrade to a Smartphone, feature phone or tablet.  Customers simply purchase an eligible device with no or a variable down payment, depending on device, and agree to monthly installment payments for each financed device.  There are no service discounts for devices purchased through Sprint IBA and at the time of purchase the customer will be required to pay all applicable sales tax against the Suggested Retail Price (SRP) as well as any applicable down payment for any device being purchased. 
  When ********************** upgraded the device on mobile line ending in ****, he turned in an Apple iPhone 11 ************** associated with Sprint Flex Lease Agreement COS-L-H189483942.  As a result, the Lease Agreement was closed, and ********************** received account credits totaling $356.00 to offset the device purchase charge, as well as the remaining lease charges billed.  
  
  Based on our review, we were unable to validate that ********************** accepted a promotional offer for his Apple iPhone 13 Pro device.  Further, in respect to the Apple watch on line ending in ****, there are no records indicating ********************** requested equipment protection. 
  
  During our discussion with ********************** on December 13, 2022, we explained the above conducted research.  Although we maintain no Sprint billing or processing error was identified in the matter, to fully address Mr. ********** concerns, we cancelled IBA COS-*********, for the Apple iPhone 13 Pro device on mobile line ending in ****, and IBA COS-*********, for the Apple iWatch SE on line ending in ****.  As a goodwill gesture, we applied account credits totaling $416.24 to offset the accelerated cancellation charges billed when the agreements were closed, designating the devices paid in full.  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 **************. 
  
  
  *******************************************************
  Executive Response
  

• Initial Complaint

  Date:12/07/2022

  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.

   
  Complaint: 18478046
  
  I am rejecting this response because: This complaint was for Assurance Wireless. I am not sure if it is the incorrect company. 
  
  Sincerely,
  
  *************************************

  Business Response

  Date: 11/30/2022

  We do not believe this complaint was meant to be sent to us at Assurance IQ. Please send this to correct agency so customer's complaint can be handled ASAP.

  Customer Answer

  Date: 12/07/2022

  On November 23, I applied through lifeline for free phone. I was told by assurance I didn't qualify because name didn't match,. On November 28th, I called lifeline directly and was told that I was approved and they gave me the application info and number to assurance. I called assurance was told that I would receive a phone within 3 to 5 business days. Because of a certain issue, I called back today and assurance rep said I wasn't approved or didn't go through. Then I had a supposed rep supervisor from assurance call me from ************. They asked me my name and then put me on hold. I got scared because I didn't want to be another victim of identity theft, I call lifeline back to complain about assurance and there system to get everyone qualified whether they had EBT or ********* Rep at flamingo road told his trainee to put everyone and they could do it with our id as well. I told the life line rep what assurance did and asked to stop the application which According to lifeline was approved. I am scared that assurance is trying to do some type of identity theft with my name. Please help to resolve this issue and I got removed by assurance with my acp benefits and had to apply again not to lose it.I am proud of life line but disappointed with assurance. Trying to reach out to assurance to make sure not doing anything with my account.

  Business Response

  Date: 12/22/2022

  December 22, 2022
  
  FILED ELECTRONICALLY
  
  Better Business Bureau
  12639 **********************************************************************
  
  Re:                  *************************************
                          Your File No. 18478046
  
  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 regarding her enrollment in ******** services with Assurance Wireless.  We appreciate the opportunity to respond.  Please be advised we have made attempts to contact ****************, which have proven unsuccessful.  As such, we will make every effort to address **************** concerns within this letter.
  
  Please note, **************** resides in a state that requires verification for eligibility to be completed through the National Verifier prior to applying for ******** services.  As a result, to begin the application process **************** will have to visit www.checklife line.org/lifeline.  Once she receives approval from the National Verifier, she can return to the Assurance Wireless website, select ENROLL NOW and fill out the application for service with Assurance Wireless. 
  
  A review of our records indicate that **************** most recent Assurance Wireless ******** service application was denied on November 2, 2022, due to the name on the supporting document not matching the application.  As such, **************** will need to reapply by submitting an application with a correct name.
  
  Assurance Wireless outreach agents are not employees of Assurance Wireless and are employees of a third-party company. These agents work on behalf of their respective company and potential customers to apply for ******** and Assurance Wireless services. Some third parties offer separate products, such as upgraded devices. Transactions, payments, and product inventory are separate from Assurance Wireless.  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:12/07/2022

  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.

  For the past 24 hrs I haven't been able to use my phone due to ******** being down now this has been happening weekly but thus is the first time it's gone over 12 hrs. There was no notification from ******** about it I'm working out of state my phone is literally my livelihood

  Business Response

  Date: 12/17/2022

  December 17, 2022
  
  FILED ELECTRONICALLY
  
  Better Business Bureau
  12639 **************., Ste. 200
  *****, **  *****
  
  Re:      ***************************
                          File 18533920
             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 service concerns.  We appreciate the opportunity to respond. 
  
  Upon our review, we confirmed the Sprint account ending in **** was activated on December 17, 2015.  The account currently has four active lines,with two mobile lines subscribed to our ******** service plan and two lines subscribed to our ************************ plan. 
  
  Our extensive investigation of ******************** account confirmed the billing address of record is in a Good coverage area.  However, it is important to note that certain areas may have limited or no coverage and various factors such as terrain, foliage, and buildings may affect actual coverage in a particular area even when estimated to be within 'best'coverage.  Further, our investigation revealed that our network at the referenced location is operating within normal parameters.  
  
  We made multiple attempts to contact ****************** at the telephone number provided in his inquiry advising of our receipt of his complaint.  Regrettably, we were unable to reach him.  We ask that ****************** contact us at the number provided below at his earliest opportunity if he needs further assistance.  He will be expected to provide his account PIN or an answer to an account security question when he contacts our office. 
  
  Based upon the foregoing, we respectfully request that this complaint against Sprint be closed.
  
  Thank you for bringing this matter to our attention.  If you have any questions, please do not hesitate to contact me directly by calling **************.
  
  
  Sincerely, 
  
  
  *************************
  Executive Response

  Customer Answer

  Date: 12/17/2022

   
  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,
  
  ***************************