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:10/17/2022

  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.

  Ive been with sprint, now owned by ********* for over 5 years. Ive had & been paying for an 8+ since 2017. Been paying every month until this month (october 2022) when I decided to really look into why my bill was so high. Me & 2 other people under the same plan were paying for a monthly bill of $244.65. My phone was paid off w/o them making us aware of that so we continued to pay. We went to ******** to figure out our bill & consider options to lower it. The ******** employee brought to our attention that there was a 4th line on our plan being charged that we didnt know about. He said that to make extra money off sales they sometimes do this. We paid for an extra line without being aware of or that belonged to anybody and they said they cant take it off. Theres only 3 of us, why are we being charged for a 4th line? Then they told us we had to call customer ************** would help us. We called asking for some type of compensation for what had been happening. At first the lady didnt give us any options, then she said our option was a $200 credit off a new phone. For having paid around 3 years for an extra line we thought that offer was unfair. After being on the phone for hours she said there was an option to upgrade 2 phones in our plan & our bill would lower. All we had to pay that day was $51 for each ************ sent it to us. They mailed us the new 13 and 14. We activated both phones & had everything transferred. Now we are getting an email that our bill is a total of $338.99 for the month of November! Our bill increased & certainly did not go down. Now we see theres two $35.00 charges which they say is an upgrade fee for both phones. We were never made aware of this. Plus the $51 we each paid to get the phones. We were told we would have 2 free upgrades why am i paying now? Weve been over charged for years, they lied about adding lines without our consent, & additional fees without our knowledge. Were tired of overpaying. No one helps us.

  Business Response

  Date: 10/27/2022

  October 27, 2022
  
  
  
  Better Business Bureau
  12639 **************., Ste. 200
  *****, ** ***** 
  
  Re:File ******** ***********************
  Account *********, ************************
  
  To Whom It May Concern: 
  
  Sprint, now part of ******** (Sprint) is in receipt of the above-referenced complaint of ***********************, filed on behalf of Sprint account holder **********************  We regret any inconvenience ************** *** have experienced with her account billing.  We appreciate the opportunity to respond.  
  
  To begin, the Sprint account was activated on December 12, 2017.  Our records reflect the account currently has four active mobile lines subscribed to our ******** Unlimited Freedom Tax-Inclusive rate plan.
  
  Sprint launched the Sprint Flex Lease program, an option that provides qualified new and existing customers the flexibility to lease select devices for a lower monthly cost versus purchasing the device.  Lease payment varies by device and a down payment *** 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 agreement, which was provided to her at the point of sale, clearly and conspicuously discloses that upon the satisfaction of the lease agreement, if she does not return the device, she will be billed a month-to-month charge and if she chooses to keep the device, she will be billed the Lease Device Purchase amount, which is separate from the monthly lease charge once the lease is canceled.  The month-to-month charge is not applied toward the Lease Device Purchase amount; this is outlined in the Terms and Conditions of her agreement.  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.  ********* can select this option and agree to the terms via the My Sprint app on their mobile device.
  
  Our records reflect the 18-month term of Ms. ****** Sprint Flex Lease Agreement, PR-L-********, for the Apple iPhone 8 Plus device on mobile line ending in **** was completed in June 2019.  However, we have no record of a request to close the lease, that the device was returned, or a payment was made for the end-of-lease DPP.  Therefore, ************** continued to be billed on a month-to-month basis, per the terms of her device lease.  Based on our review, we were unable to identify a Sprint billing error and consider the lease agreement to be valid.  Further, we confirmed Ms. ****** monthly service and equipment charges billed at the correct rates based on the plan and options she selected.
  
  In our effort to provide clear communication about our devices, features, promotions and pricing, Sprint publishes an overview and our retail brochures, displays, partner stores, and website at www.t-mobile.com have not deviated from the published information.  
  
  As stated in our previous Get $500 off the iPhone 14 Pro with turn-in promotion, targeted customers could get up to $500.00 off an Apple iPhone 14 or Apple iPhone 13 series device when purchased with an Installment Billing Agreement (***) and trading in an eligible device.  The discount is applied in the form of a monthly credit over the term of the *** and the monthly credit amount is based on the model of the eligible trade-in device received.  The trade-in device must be unlocked, not lost/stolen, in good working condition, and has the Find My iPhone feature or other anti-theft turned off to qualify.  
  
  We confirmed ************** made a qualifying purchase on October 5, 2022, when she upgraded the device on her mobile line ending in **** to an Apple iPhone 14 via 24-month *** TM-254194772.  Our records indicate ************** also accepted the noted promotion for her mobile line ending in **** and she upgraded the device to an Apple iPhone 13 via 24-month *** TM-254193750.  Further, we confirmed ************** traded in two Apple iPhone 11 devices for her mobile lines ending in **** and ****, and the corresponding monthly promotional credits are awarding on the noted lines accordingly. 
  
  Our review of Ms. ****** account records confirmed virtual line ending in **** was added to the account on February 28, 2021.  When activating a new line of service, customers are able to activate a line with a virtual Electronic Serial Number (ESN).  A unique ESN for each line is created and can be used for a Bring Your Own Device activation.  ********* reserve the line of service without a device using the virtual ESN.  ********* *** keep the virtual ESN active on the line for as long as needed.  When the customer adds a device to this line, a monthly credit is applied to the rate plan monthly recurring charges making it free (with AutoPay) as long as eligibility criteria is met.  
  
  Sprint assesses a $30.00 per line Assisted Support Fee as a one-time charge when an employee assists with the activation and/or upgrade of a new or used device on a new or existing line of service.  This fee is used to offset the operating costs associated with our services.  Since our establishment, it has been our objective to provide affordable, quality service suitable for everyday use.  The implementation of this fee is not intended to compromise that objective.  We initiated this one-time fee rather than incorporating higher costs into our monthly service charges in order to be more cost-effective for our customers.  
  
  We spoke with ************** on October 20, 2022 and discussed the information above.  Although we maintain no Sprint billing error was identified, due to any possible misunderstanding that *** have occurred related to the purchase option of the leased device, we agreed to close Sprint Flex Lease Agreement PR-L-******** and applied an account credit to offset the $199.87 Device Purchase Price assessed when the agreement was closed, designating the device paid in full.  We also processed Ms. ****** request to cancel mobile line ending in **** effective November 12, 2022, the last day of the bill cycle.  Last, in our effort to provide an amicable resolution, and bring absolute closure to the matter, we applied a $270.21 account service credit, as a gesture of goodwill, to offset a portion of the monthly lease charges as well as the Assisted Support fees billed.  ************** accepted our goodwill offers and handling of her account 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: 10/27/2022

   
  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:10/17/2022

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  They had no follow through with helping me. When I go to the store they tell me to contact customer service. Non caring. I am losing my Business and valuable things needed to do everyday day. my phone has been unmanageable since they changed the chip the made me get. They also did the same thing to my boyfriends phone. They also deleted his information without warning. A person called and stated I would get a new replacement phone. No follow through. Called 5 times with the number and email. ***** said they cant help me and do not care to research the situation.

  Business Response

  Date: 10/27/2022

  October 27, 2022
  
  FILED ELECTRONICALLY
  
  Better Business Bureau
  12639 **********************************************************************
  
  Re:      File18232662, *************************
                          Account *********, *****************
  
  To Whom It May ********
  
  Sprint, now part of ******** (Sprint) is in receipt of the above-referenced complaint of *************************, on behalf of account holder *****************.  We regret any inconvenience ***************** may have experienced with her device.  We appreciate the opportunity to respond. 
  
  Our records reflect that on June 29, 2022, ****************** changed her SIM card from a Sprint branded SIM to a ******** branded SIM card.  The ******** Network Experience (TNX) is a new network migration solution that allows eligible Sprint customers to use their legacy Sprint device on the ******** network while maintaining their current Sprint account with a simple swap of a SIM card.  However, it is important to keep in mind that coverage and quality of wireless services and data speeds may be affected by conditions beyond our control.  Estimating wireless coverage, signal strength, and speed is not an exact science.  Also, please note that our TNX experience is not available on all device models and are not guaranteed to be supported.
  
  Our records further reflect that on September 3, 2022, ************ visited one of our retail locations to have his device reviewed by a technician.  *********** was advised that he would need to leave the device at the store to troubleshoot.  However, he advised he was not able to leave the device and elected to upgrade the device for line ending in ****,entering 24-month Installment Billing Agreement (IBA) COS-********* for a ******* Galaxy S21 FE device.  After further review, we discovered that ************** previous ******* Galaxy S10+ device was not able to boot to the home screen completely which caused an inability to transfer his data.
  
  Sprint regrets to hear that ************ and Ms. ******** devices are not functioning as expected, and that they have requested service on the devices.  All new Sprint devices come with a limited one-year manufacturers warranty through ********, Assurant, or Apple.  Sprint customers are also given the option to subscribe to Sprints device protection plan, Protection<360>,within the first 30 days of activating a new device. 
  
  Since ************ subscribes to Protection<360> on his phone number ending ****, and **** and he is experiencing a problem with his devices, ************ can contact Assurant directly toll free at ************** to discuss repair and replacement options. 
  
  We previously spoke to ************ and ****************** on September 15,2022, to discuss the above information.  We explained to ****************** and ************ that line ending in **** is targeted for an upgrade offer of up to $1,000.00 off an iPhone 13 Pro with Trade-in of a qualified device. 
  
  We followed up with ****************** on October 26, 2022, and confirmed that she is in the process of upgrading the device on line ending in **** to an Apple iPhone 14.  Once we confirm the activation of the device on a ******** IBA, we will add a credit to offset the monthly equipment charge for the duration of the agreement. 
  
  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:10/17/2022

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have had a billing issue with this company for the past 3 months of upgrading my devices. When I upgraded I was told by the associate in store that their would be no change to my current bill, because of a promotion on the devices. As I received the first months bill after the exchange it drastically increased, so I processed to call and was told it would be adjusted and I wouldn't have to worry or call each month. I am going on the fourth month and I have had to call in each month to get it rectified, and everyone you get initially says yes it's all set. I don't want to spend hours on the phone with then each month for their mistake and mishandling of my account. They say the record and notated each month that I call, but it is never fixed.

  Business Response

  Date: 10/27/2022

  October 27, 2022
  
  
  
  Better Business Bureau
  12639 **********************************************************************
  
  Re:      File 18232459
              Account *********, ***************************
  
  To Whom It May ********
  
  Sprint, now part of ******** (Sprint) is in receipt of the above-referenced complaint ***************************.  We regret any inconvenience ******************** may have experienced with billing.  We appreciate the opportunity to respond. 
  
  To begin, Ms. ********* Sprint account was activated on June 8, 2020.  She has five phone lines that are subscribed to the *********************** plan.  She also has two ******* watches that are subscribed to service plans that include unlimited data, and a SyncUp watch subscribed to a service that plan that includes unlimited talk, text, and data.  Further, she has eight Installment Billing Agreements (IBA) for phones, phone accessories, and watches.  Based on the services and equipment she selected, Ms. ********* monthly charges are an estimated $228.18.  We did not identify a billing error; however,we determined that she was quoted $137 per month via a chat session with a customer service representative on July 22, 2022.  Additionally, on September 30, 2022, she accepted an IBA for a new phone, and it is billing at $25 per month. 
  
  Although the monthly charges are billing correctly, in an effort to honor the offer made on
  July 22, 2022, we closed IBA COS-*********, IBA COS-250813926,IBA COS-*********, IBA COS-*********, and IBA COS-250818708.  We also applied courtesy credits to Ms.********* account totaling $2,629.48 to offset the accelerated equipment charges for these agreements.  These changes will provide an approximate $66.56 monthly bill reduction.  We confirmed that ******************** has received credits totaling $171.93 on August 22, 2022, and September 13, 2022, to offset a portion of the disputed monthly charges.  Last, we applied credits totaling $77.65 to rerate the charges for this month, resulting in a balance $150.74 balance due.
  
  We left a detailed message on the phone number ending in **** on October 27, 2022, conveying the aforementioned information.
  
  We appreciate Ms. *************;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
  

  Customer Answer

  Date: 10/27/2022

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