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:10/12/2022

  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.

  On April 13, 2022 I paid Sprint $133.80 in full for my account ************** and closed my cell phone account in the office with a sprint employee!******************************* my cell # at that time was ************ which has been closed since 4-13-2022.Now I'm receiving bills from Sprint and a collection agency for at first it was $38.13 now they are adding late fees.I'm explained to Sprint which they told me to call the collection agency which I did and explained to Sprint and the collection agency that I closed and paid it off in full on 4-13-2022 in a Sprint office personally Sprint told me to contact the collection agency and the collection agent told me there's nothing they can do I'm being charged **** late fee monthly noow The collection agency info is: ************ Sprint account ********* *********** reference NO: 290156360-1-19 with a balance due of $43.13 as of 9-30-2022 www.iccsystem.com/consumer 444Highway **************************************************************** NOTE: my original address was ******************************* ******************************************************************************** my new address is ******************************* ******************************************************* 714 273-9747 I contacted the collection department at ************ were the employee told me she couldn't help me but she could lower the amount. I explained I owed nothing so why would I pay a lower amount then she said she couldn't advise me what else to do Please HELP!!!!

  Business Response

  Date: 10/21/2022

  October 21, 2022
  
  
  
  Better Business Bureau
  12639 **********************************************************************
  
  Re:      File 18203011
              Account XXXXX4266, *******************************
  
  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 January 21, 2020.  She had one phone line that was subscribed to the ************************* plan.  The account was suspended for nonpayment on March 12, 2022, and at Ms. ******* request, we canceled the account on April 13, 2022.  On this date she remitted a payment of $133.80 to offset the account balance.  The following invoice dated April 24, 2022,reflected a valid reconnection fee, and because no payments were remitted, subsequent invoices reflected valid late fees.  As a result, the account was referred to a third-party collection agency on October 13, 2022, with a past-due balance of $48.13. 
  
  If service is interrupted due to a past-due balance, we assess a $20 reconnection fee per line to any account that is reinstated from a suspend for non-payment status.  As outlined in our Terms and Conditions of Services, late fees are assessed to any outstanding balance not paid by the due date.  The late fee is calculated as a percentage of the previous balance of more than $10 that remains unpaid when the current bill cycle closes.  Sprint will calculate the fee based on the past due amount. 
  
  Although we did not identify a billing error, due to any misunderstanding, we applied credits to negate the balance.  As a result, Ms.******* account is closed with a zero balance.  In addition, we have contacted the third-party collections agency, and requested that further collection efforts on this account be discontinued.  Further, the outside collections agency will then update the credit bureaus to remove any negative reporting regarding this issue.  Please allow up to 90 days for completion of this process.
  
  We attempted to contact **************** at the phone number ending in ****; however, we reached her voicemail.  We left a detailed message conveying the aforementioned information.
  
  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: 11/01/2022

  The case  ******** has been resolved
  Thank you
  

  
  

• Initial Complaint

  Date:10/12/2022

  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 purchased a phone through best buy and financed $1000 on 7/7/21. Best buy had issues with activating the phone so they used a second phone. I walked out of the store with ONE phone and *** care plan. Ever since this - Sprint has been charging me the financing for two identical phones. I am being charged $41.67+tax for two different phones (both with same phone number). I have contacted best buy who said they contacted sprint to let them know I in fact only purchased one phone. I have contacted sprint who was no help. They said best buy has to refund the money which makes no sense since sprint is the one charging me for both phones for over a year now. My most recent bill is still showing duplicate charges of $41.67+tax.

  Business Response

  Date: 10/24/2022

  October 24, 2022
  
  
  
  Better Business Bureau
  12639 **************., Ste. 200
  *****, ** *****
  
  Re:File ********, *********************
  Account XXXXX6761, *********************
  
  To Whom It May Concern:
  
  Sprint, now part of ******** (Sprint) is in receipt of the above-referenced complaint of **********************  Please note, Sprint recognizes ********************* and ********************* as the same person.  We regret any inconvenience ************** may have experienced with her billing concerns.  We appreciate the opportunity to respond.
  
  A review of the account shows that it was established on August 25, 2015.  ************** currently has two voice lines subscribed to our Sprint Essentials rate plan and two watch lines subscribed to our Unlimited Apple Watch rate plan.  
  
  Upon our review of the account, we confirmed on July 7, 2021 two Installment Billing Agreements (IBA), NR-AM-********* and NR-AM-*********, for two Apple iPhone 12 Pro 256GB devices were activated on the mobile line 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.
  
  Our records confirmed the Apple iPhone 12 Pro 256GB device associated with IBA NR-AM-********* was activated on the mobile line ending in **** and remains active on the noted line.  We were able to confirm the Apple iPhone 12 Pro device associated with IBA NR-AM-********* was not activated on the account.  To address this matter, we closed IBA NR-AM-********* on October 23, 2022 and applied a total account credit of $625.05 to offset the device installment charges billed. 
  
  We made multiple attempts to contact ************** at the telephone number provided in her inquiry to address her account billing concerns; however, we were unsuccessful in reaching her.  We value ************** as our customer and look forward to speaking with her if this matter remains unresolved.  We invite ************** to contact us at the number provided below at her earliest convenience.  ************** will be expected to provide the account PIN or the answer to an account security question when she contacts our office.
  
  Based 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: 10/24/2022

   
  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:10/12/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On October 10th 2022 , I had payment arrangement set up for ****** deducted from my account. I also made another additional manual payment of $115 as an overpayment and requested a refund due to not realizing funds had already been deducted from the payment arrangement. I called and was granted the refund and sent a cellspit due to no service within my home. 2 hours later my phone was disconnected stating past due amount of 115 when my current bill of ****** was is not due until October 22nd. I spoke with **** a supervisor and was told it was a system issue recongizing the $115 as part of unpaid balance and the only way to rectify the situation would be to refund the original payment of ****** and make manual payment to fix bill in the system. He stated it would take 1 additional business day since there was 1 refund already processed for that same day and requested I make a manual payment of $115 so it will not show past due and my account would be current. On a October 12th my account is showing ****** past due after $115 payment. I spoke with new CSR rep and she stated no refund was initiated so my bill increased by 280 and my account still negative ****** from payment received. They are refusing to issue a refund even though the unpaid balance was paid in full. And their system reflects the payment but my ******************* showing higher than any other bill. I have tried escalating and speaking with supervisors and this has not been resolved. I have been with sprint for 8 years and my credit information and privacy information was also compromised. I requested to cancel my service due to these issues and instead it is showing I owe more than I should and my bank account is negative. I have tried to resolve but have gotten no communication or any assistance from sprint.

  Business Response

  Date: 10/24/2022

  October 24, 2022
  
  FILED ELECTRONICALLY
  
  Better Business Bureau
  12639 *****************, Suite 200
  *****, **  *****
  
  Re:File 18202284 
        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 concerns.  We appreciate the opportunity to respond.  
  
  We confirmed **************** Sprint account was activated on November 28, 2014.  She currently has six mobile lines subscribed to our Unlimited Freedom-********************* plan.   
  
  Payment for service is due in full on or before the due date reflected on the invoice.  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 the 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.
  
  **************** monthly invoice for services and equipment selected, when paid on time, totals $281.57.  During our initial account review, we identified that **************** has a $513.78 account balance for two months of unpaid services rendered between August 1, 2022, and September 30, 2022.  As such, we were unable to identify a billing error on Sprints part.
  
  During our initial review, we identified multiple payment arrangements extended to **************** to address her past due balance totaling $513.78.  As outlined in our Terms and Conditions of Services, late fees are assessed to any outstanding balance not paid by the due date.  The late fee is calculated as a percentage of customers previous balance of more than $10.00 that remains unpaid when the current bill cycle closes.  Sprint will calculate the fee based on the past due amount.  
  
  In addition, Sprint assesses a $10.00 Payment Support Fee as a one-time charge when an agent performs a payment transaction on an account.  This includes future-dated payments, same-day payments, and creating a payment arrangement.  There is one fee per interaction, even if an agent assists with more than one payment transaction during the same interaction.  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.  Because multiple payment arrangements had been set, **************** account was assessed late payment and Payment Support Fees accordingly.  
  
  On September 21, 2022, **************** spoke with a member of our ******************* and she was extended a $281.57 payment arrangement to be automatically drafted from her financial institution on October 10, 2022.  Also, our records reflect **************** remitted a $115.00 payment on October 10, 2022, via our mobile application, which was applied towards her unpaid balance due on September 22, 2022.  
  
  On October 12, 2022, **************** again spoke with a member of our ******************* and disputed the $115.00 payment remitted on October 10, 2022.  At that time, our team processed a $115.00 refund to her bank card ending in 2127.  On October 13, 2022, a second refund totaling $250.00 was processed to **************** bank card ending in 8221.  As a result, **************** Sprint account balance reflects the unpaid balance of $513.78, which was due by October 22, 2022.  As such, we were unable to identify a billing error on Sprints part.  We regret any inconvenience to ***************** 
  
  To address any outstanding account concerns, it will be necessary for us to speak with *****************  We attempted to contact her via phone and e-mail on October 13, 2022, and October 14, 2022.  Regrettably, we were unable to reach her, and, to date, we have not received a response from *****************  Therefore, we ask that she contact us at the number provided below at her earliest convenience if she has any outstanding concerns.  **************** will be expected to provide the account PIN or answer to an account security question when she calls.     
  
  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:10/12/2022

  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.

  So I have been a customer of ****************** for almost 5 years. My bill has always been ******. Last month I was a week late and they ended up shutting my phone offafter being only three days late. Anyway I went to a store and they called sprint and asked them to turn it back on as my family is waiting on a kidney from ************. They said that wasnt a problem and they would turn it back on if I paid my bill. So I paid my ****** and they turned it back on. Now every month they mess with my phone and turn it off all the time and I have nothing but problems each time they do this they want me to pay over ****** every time. I have literally a phone I cant do anything with. They added stuff to my contract without my knowledge or my permission. One of the phones on my plan is paid off and come to find out, they have been charging me a monthly ***** fee under saying that they can charge me as if its not paid off. Thats a breach of contract. My next move is if you guys cant do anything to bring a lawsuit against them.

  Business Response

  Date: 10/26/2022

  October 26, 2022
  
  
  
  Better Business Bureau
  12639 **********************************************************************
  
  Re:      File ********, ***************************
                                      Account 869402499
  
  To Whom It May ********
  
  Sprint, now part of ******** (Sprint) is in receipt of the above-referenced complaint of ***************************.  We regret any inconvenience ****************** may have experienced with his billing concerns.  We appreciate the opportunity to respond. 
  
  Please be advised we have made multiple attempts to contact ****************** which have proven unsuccessful.  As such, Sprint will make every effort to address his concerns within this letter.
  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 Terms and Conditions of Services, payments are due as reflected on your bill.  Services may be interrupted if a customers account is past due.  We realize that situations may arise that prevent customers from making the required payment by the 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.
  
  Because ***************** had a past due account balance of $312.90, his services were suspended on August 5, 2022.  On August 11, 2022,Mr. ******** service was restored when he agreed to a payment arrangement of $312.90, to be paid by August 25, 2022.  We confirmed that this payment arrangement was successful.  On October 6, 2022, our records indicate ********************* services were interrupted once more as a result of his past due balance of $220.47.  Mr. ******** balance currently reflects past due charges of $70.47, and current charges of $711.95, due for services, rendered, equipment in use, Lease Fair Market Value (FMV), and Cancellation/Acceleration charges related to his Installment Billing Agreement.          
  
  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.
  
  ********************** 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 indicate that ****************** was provided with a clear disclosure of his equipment purchases and all other applicable fees and charges.  Furthermore, we were able to locate signed copies of his ******************* Lease and Installment Billing Agreements,which include a description of the charges in question.  After a thorough review of the account, we confirmed that ****************** was billed the correct rates according to the plan,equipment, and options selected.
  
  Upon our review,we were unable to identify a Sprint billing or processing error. As a result,we must respectfully decline ********************** request to be compensated. 
  
  We appreciate ***************** 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 directly by calling **************.
  
  
  Sincerely,
  
  
  *************************
  Executive Response

• Initial Complaint

  Date:10/12/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Tmobile failed to provide service and level 3 supervisors on call deliberately told me to *** them and hung up on me resulting in me terminating my services with them and moving to another courier. Tmobile then added a line without my consent and will not answer me by phone on fixing this is***. I go in stores and am told it can only be done online. This is fraud due to the fact that I don't have any devices with that line and will not pay a dime for it.

  Business Response

  Date: 10/19/2022

  October 19, 2022
  
  
  
  Better Business Bureau
  12639 **************., Ste. 200
  *****, **  *****
  
  Re:      File 18201463
                                      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 cancellation request.  We appreciate the opportunity to respond. 
  
  Mr. ********* account was established on June 23, 2018, with six lines of service, including four lines on our Unlimited Freedom ********************* plan, and two lines on our Unlimited Apple Watch ********************* plan.  Lines ending in ****, ****, **** and **** were cancelled on June 27, 2022, as a result of porting the numbers to a different carrier, and line ending in **** was canceled that same day in accordance with Mr. ********* request. 
  
  ******************* spoke with our ************* team on October 12, 2022.  At that time, line ending in **** was canceled,in accordance with his request.  Although we were unable to identify any billing error a $47.00 credit was applied to Mr.********* account to offset the charges for line **** that are reflected on his July 2022, August 2022, and September 2022 invoices.  As a result, Mr. ********* account is closed with a zero balance.
  
  We spoke with ******************** on October 13, 2022 and provided the information above.  At that time ******************* confirmed his issue was resolved and no longer needed assistance.  We regret any inconvenience this matter may have caused.
  
  We appreciate ******************** taking time to provide details of his experience with *************.  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:10/12/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I've been with Assurance for about six years. This past year they sent me an upgrade phone. Towards the end of the one year warranty I noticed the phone felt a little warmer & case slightly bulging. Not expecting nor barely using the phone (sits on kitchen counter) the condition got worse. By then, concerned, it was now about a week or so out of warranty. Now the case has completed split and the phone is hot all from a slowly becoming defective lithium battery. Now dangerous; a fire hazard with potentially deadly consequences Assurance refused to replace unless I bought a new phone. Conclusion: Someone has the wrong priorities.

  Business Response

  Date: 10/19/2022

  October 19, 2022
  
  FILED ELECTRONICALLY
  
  Better Business Bureau
  12639 *************, Ste 200
  ***************************
  
  Re:  *****************************
          Your File 18201450
                                                                                                   Sprint/Assurance Wireless Account Nos. ********* and 466187287
  
   To Whom It May Concern:
  
  Sprint, now part of ******** (Sprint) is in receipt of your correspondence dated October 12, 2022, regarding the above-referenced account. 
  
  Sprint regrets any ******* concerns ********************** may have experienced.  After review, or records indicate ********************* started service on September 10, 2016, and he was provided a ******* to use with the mobile number ending 4316. 
  
  On October 27, 2019, we sent ********************** a replacement ******* to use with his mobile number ending 4316.  Please note, the replacement ******* included a one-year limited-warranty provided by the manufacturer. 
  
  On September 13, 2021, we sent ********************** a replacement ******* capable of accessing our modernized network in his home area.  Please note, the replacement ******* included the remaining warranty of Mr. ********** previous *******, or an additional 90-days, whichever was longer.  ***************** original warranty was expired, the replacement ******* carried a 90-day warranty through January 11, 2022.
  
  Subsequently, on September 26, 2022, ********************** contacted our ************* with ******* concerns.  After troubleshooting, it was determined a replacement was needed.  However, as Mr.********** ******* was outside of the above-reference 90-day warranty period,********************** was offered a replacement ******* at a cost of $39.99 plus applicable taxes, which was declined. 
  
  As of the date of this letter, Mr. ********** account remains active with the ******* provided on September 13, 2021.  Should ********************** choose to initiate a replacement order, we ask that he contact our ************* department to remit the required payment of $39.99 and complete the order.  Sprint regrets any inconvenience to *********************, and we appreciate the opportunity to address his 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 directly by calling ************. 
  
  Very truly yours,
  
  Sprint
  
  ***************************
  Executive Response
  

  Customer Answer

  Date: 10/20/2022

   
  Complaint: 18201450
  
  I am rejecting this response because:1. They stated several times that the mobile phone number ends in ****. That is not correct. My phone has always ended in ****. 2. I called three times and explained each time that the phone is a fire hazard that could cause extreme danger to both a home & to the occupants. Assurance seems to be disregarding this issue regarding their phone. After one year a phone should not be a hazard to home & life. 3. I was told on those three occasions by the representative that I would receive a replacement phone within days. Each time the phone was not sent & I was never contacted as to why. Only when I called back was I told each time. 4. A lithium battery does not go bad in a day or even a week or so, but over a long period of time often months does the defective lithium slowly expand & heat up to where it catches on fire. 5. No technical device whether car, phone, appliance made with a lithium battery should lose protection to the user customer after only a year. Imagine if it was a car such as a Tesla. The public would be outraged. 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:10/11/2022

  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 am a customer with **********************/********************** i recently purchased a phone with them as an upgrade the phone model is a ******* Galaxy Z fold 3 which at the beginning did not have a problems but soon after the phone in question started having connectivity issues where i was not able to dial or use the internet I file a claim and a replacement was sent to me. In late September i confronted the same problem plus the center screen got damaged another claim was made and of course they sent a refurbished phone as a replacement. Now 2 weeks after i received the refurbished phone i am having the same problems like i had with the original new phone. I contacted Sprint/Tmobile to see what they can do for me and the only thing they offered since i have an insurance is to replace with another same model phone. I requested to have the phone change to a different model since this would be my 3rd time having issues with the ******* Galaxy Zfold3 they refuse to help in any way possible, hope that your agency is able to help the device is worth ******* so I you can see i didn't buy an inexpensive device hope to here from you

  Business Response

  Date: 10/23/2022

  October 23, 2022
  
  
  
  Better Business Bureau
  12639 **************., Ste. 200
  *****, ** *****
  
  Re:      File 18201266
                          Account *********, ***********************
  
  To Whom It May Concern:
  
  Sprint,now part of ******** (Sprint) is in receipt of the above-referenced complaint of ************************We regret any inconvenience that ************** may have experienced with his device concerns.  We appreciate the opportunity to respond.
  
  A review of the account shows that it was established on November 26, 2015.  ************** has two voice lines subscribed to our ******** Unlimited Freedom plan.  Additionally, we show ************** obtained a ******* ************* 3 5G 256GB via our 24-month Installment Billing Agreement (IBA) COS-********* on the mobile line ending in **** on November 26, 2021.
  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.
  We spoke with ************** on October 21, 2022, regarding his device concerns.  We confirmed ************* has received multiple replacement devices for his ******* ************* 3 5G 256GB since he upgraded on November 26, 2021.  To address his device concerns, we reset his device upgrade eligibility for the mobile line ending in **** which will allow ************** to upgrade to a different device.  ************** understands he is responsible for the remaining balance owed on his current IBA associated with the mobile line in question.
  
  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: 10/23/2022

   
  Complaint: 18201266
  
  I am rejecting this response because: I do not understand what they mean by remaining balance on my IBA and sprint/tmobile contacted me on 10/21/2022 advising me thaat they will allow me to change to another device but nothing was said about any balance or explained about no IBA that is the only reason I am rejecting their response. Sprint/Tmobile suppose to call me on 10/24/2022 hoping they can clarify  what balance they are talking about 
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 11/01/2022

  November 1, 2022
  
  
  
  Better Business Bureau
  12639 **************., Ste. 200
  *****, ** *****
  
  Re:File ******** - Rebuttal
  Account *********, ***********************
  
  To Whom It May Concern:
  
  Sprint, now part of ******** (Sprint) is in receipt of the above-referenced complaint of ************************  We regret any continued concerns ************** may have with our previous response to his device concerns.  We appreciate the opportunity to respond, once again.
  
  Our records show Mr. ****** Sprint account ending in **** currently has two voice lines subscribed to our ******** Unlimited Freedom rate plan.  Additionally, we show on November 26, 2021, ************** obtained a ******* ************* 3 5G 256GB via our 24-month Installment Billing Agreement (***) option for agreement COS-********* on the mobile line ending in ****. 
  Sprint Installment Billing Agreement (***) is a device installment agreement that gives new and existing customers an affordable option to activate/upgrade to a Smartphone, feature phone or tablet.  Customers simply purchase an eligible device with no or a variable down payment, depending on device, and agree to monthly installment payments for each financed device.  There are no service discounts for devices purchased through Sprint *** and at the time of purchase the customer will be required to pay all applicable sales tax against the Suggested Retail Price (SRP) as well as any applicable down payment for any device being purchased. 
  When we spoke with ************** on October 28, 2022 regarding his device concerns, we confirmed he received multiple replacement devices for his ******* ************* 3 5G 256GB since he upgraded the device on November 26, 2021.  To address his device concerns, we canceled the *** on mobile line ending in ****, associated with the device in question, and applied an account credit of $1,249.99 to offset the accelerated cancellation charge assessed when the agreement was closed, designating the device paid in full.  Additionally, we reset the upgrade eligibility for the mobile line ending in **** which will allow ************** to upgrade to a new device of his choosing.  ************** accepted our goodwill offer and handling of his device concerns.  We regret any inconvenience to ***************   
  
  Based upon the foregoing, we respectfully request that this complaint against Sprint be closed. 
  
  Thank you for bringing this matter to our attention.  If you have any questions, please do not hesitate to contact me directly by calling **************. 
  
  
  Sincerely,
  
  
  ***************************
  Executive Response
  

  Customer Answer

  Date: 11/02/2022

  To whom it may concern I am writing to let you know that my issue with my phone has been resolved device was changed to a different model and at this time I am happy with the resolution i appreciate all the help you provided to me in resolving my situation 
  

  
  

• Initial Complaint

  Date:10/11/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  drear ******** About 3 months ago assurance wireless sent me a shock replacement phone because they kept sending me a defective phone and did not give me the service promised through lifeline. Unlimited text calling and net. They then forced me to send it back and threatened to shut my service off if i didn't return the shock. First of all Lifeline is a phone for disabled and elderly people who have a medical need, Assurance Wireless should be ashamed of themselves for their conduct. If you do not wish to resolve this injustice I will report you to Washington and ********** attorney general office for violating the rights of a disabled customer. I am tired of the conduct of your employees at assurance wireless. When you bought Sprint who owned Assurance wireless. You are now responsible for all complaints. I want some from ******** to contact me in 1 week.Sincerely *************************

  Business Response

  Date: 10/19/2022

  October 19, 2022
  
  FILED ELECTRONICALLY
  
  Better Business Bureau
  12639 *************, Ste 200
  ***************************
  
  Re:  *************************
          Your File 18200798
                                                                                                   Sprint/Assurance Wireless Account Nos. ********* and 348389577
  
   To Whom It May Concern:
  
  Sprint, now part of ******** (Sprint) is in receipt of your correspondence dated October 12, 2022, regarding the above-referenced account.  Sprint regrets any account concerns ****************** may have experienced and appreciates the opportunity to respond.  
  
  Please be assured that Sprint takes allegations of employee misconduct very seriously.  We make every effort to be professional and courteous to our customers.  We apologize if any Sprint employee failed in any way to display that during Mr. ******** recent interactions with our *************.
  
  Our records indicate ****************** started service on October 24, 2019, and he was provided a handset to use with his mobile number ending 1527.  Please note, Mr. ******** handset included a one-year limited-warranty provided by the manufacturer. 
  
  After reviewing his account, ****************** was sent multiple replacement handsets because of our troubleshooting efforts.  Most recently, ****************** contacted our ************* on
  June 20, 2022, with handset concerns.  After extensive troubleshooting, it was determined a replacement handset was needed.  As such, ****************** was sent a replacement handset, which was activated on July 10, 2022.  Please note, the warranty exchange order included return instructions and a pre-paid shipping label for the 14-day return of the non-working handset to prevent a non-return fee or interruption of service. 
  
  However, it is important to note, our records indicate the non-working handset was not received by our return center.  As such, ****************** was sent e-mail notifications advising him to return the non-working handset to prevent interruption of service.  On August 20,2022, Mr. ******** mobile number was suspended for non-return device.  Following a conversation with our ************* department the same day, we provided ****************** an additional return label and instructions to return the non-working handset.  Further, ****************** advised that a payment the non-return fee of $39.99 plus applicable taxes would restore services to the account.     
  
  It is Sprints position that ****************** was charged accurately for the non-return of the non-working handset.  However, following a conversation with our ************* on August 20, 2022, we confirmed the return tracking was marked as delivered.  As such, to amicably resolve Mr. ******** concerns, marked the non-working handset as returned and restores services to the account.  As of the date of this letter, Mr. ******** account remains active. Sprint regrets any inconvenience to ******************, and we appreciate the opportunity to address his 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 directly by calling ************. 
  
  Very truly yours,
  
  Sprint
  
  ***************************
  Executive Response
  

• Initial Complaint

  Date:10/11/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My new phone gets so hot it feels dangerous to use. After more than a dozen phone calls to customer service where they dont really speak English I was told Im on my own. They have no solution for a phone that is dangerous to use this is negligent.

  Business Response

  Date: 10/21/2022

  October 21, 2022
  
  
  Better Business Bureau
  12639 *****************,Suite 200 
  *****, ** *****
  
  Re:  File No. 18200204
                      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 with her device concern.  We appreciate the opportunity to respond.
  
  All new devices come with a limited one-year manufacturers warranty.  Customers can extend device protection coverage through ********, Assurant, or ************ ******** gives the option to subscribe to a device protection plan provided by Assurant, Protection<360>, within the first 30 days of activating a new device.  Protection<360> provides Sprint customers with a cost-efficient way to protect their equipment against loss, damage, and wear and tear that is not covered under the provisions of that warranty.
  
  Customers who subscribe to Protection<360> can contact Assurant directly at **************.  At that time, technicians will assess the respective issues with the devices and provide our customers with options for repair or replacement, in accordance with their respective coverage.
  
  Sprint is committed to providing world-class customer service, and we stand behind our commitment with a 14-day Return Policy on all our products.  Our customers can return their device to the point of sale within that time period for a full refund (day 1 of the 14 days starts the day after activation).  Customers are assessed a tiered restocking fee based on the full retail price of the device for undamaged devices.  We will refund the device purchase price and any down payment, as well as any installment billing or lease payments made to date. Customers are responsible for all service and usage charges, including any monthly recurring charges, out-of-plan usage, assisted support fees, and all associated taxes and fees. This policy may not reflect the additional return policies of our authorized third-party dealers or retailers.  Further information regarding our return policy can be viewed on www.t-mobile.com/support/account/return-a-new-phone.
  
  A review of the account shows that ********************** accepted a 24-month device Installment Billing Agreement (IBA) TM-*********, on September 9, 2022, for an Apple iPhone 13 ************** on the mobile number ending in 6675.  The device is outside of our 14-day return period, but within the one-year manufacturers warranty period when she reported a device issue on October 11, 2022.  ********************** is also subscribed to our Protection <360>, and can contact Assurant or the manufacturer to determine if the issue with the device falls under the limited one-year manufacturer warranty.  
  
  Our attempts to reach ********************** regarding her concern via phone and e-mail on October 12, 2022, October 14,2022, and October 19, 2022, to provide the information detailed above were unsuccessful.  Unfortunately, we have not received a return call from ***********************  Therefore, we ask that she contact us at the phone number provided below at her earliest convenience if she has any outstanding concerns.  She will be expected to provide her account PIN or an answer to an account security question when she calls us.
  
  We appreciate ********************** taking time to provide details of her experience with 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 at *************.
  
  
  Sincerely,
  
  *****************************
  Executive Response
  
  

• Initial Complaint

  Date:10/11/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Every time I pay my ******** account bill it goes to sprint. Nobody knows why Nobody can help me. Now ******** is putting late fees and restoration fees because I followed all the " instructions " on the ******** bill to pay ******** but the money goes to sprint. Worst customer service.

  Business Response

  Date: 10/24/2022

  October 24, 2022
  
  
  Better Business Bureau
  12639 **************., Ste. 200
  *****,** *****
  
  Re:      File 18200151
              Account *********, *******************************
  
  To Whom It May Concern:
  
  Sprint, now part of ******** (Sprint) is in receipt of the above-referenced complaint of ********************************  We regret any inconvenience ******************** may have experienced with her account concerns.  We appreciate your assistance in bringing our customers concerns to our attention.
  
  To begin, the account was activated on August 25, ****, and currently has two active lines of service.  Her first line of service is subscribed to our Sprint ****************** plan that has a monthly service charge of $65.00 and our device protection feature, Protection<360> that has a monthly service charge of $15.00.  Her second line of service is subscribed to our 500 MB Watch plan that has a monthly service charge of $10.00.  ******************** has the opportunity to save $5.00 a line with an active enrollment in our Autopay feature. 
  
  Our records reflect that on August 22, 2022, ******************** remitted a payment of $55.00 towards her Sprint account via her Sprint.com online account.  Our records also reflect that ******************** worked with a member of our **************** team on September 6, 2022, and at that time, she requested a refund of the $55.00 payment made on August 22, 2022.  That day, we processed the refund of $55.00 back to her credit card on file.  Although most banks post such transactions within five business days, some smaller banking institutions such as credit unions can take up to 30 days.
  
  During our conversation with ******************** on October 21, 2022, we discussed the information noted above.   ******************** advised that she has both a ******** billed account for her ******** Home Internet Service,as well as a Sprint account for her voice services, referenced above.  We explained that she can make a payment for her ******** Home Internet Service via her ********.com account or via the ******** app.  We also explained that until Ms. ********* Sprint account completes the migration to the ******** billing platform, it is necessary for her to make two separate payments for her voice and her internet services.   ******************* indicated her understanding of this information. 
  
  We appreciate Ms. *************;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 directly by calling **************.
  
  
  Sincerely, 
  
  *****************************
  Executive Response

  Customer Answer

  Date: 10/24/2022

   
  Complaint: 18200151
  
  I am rejecting this response because:
  Although the Sprint representative I talked to was more informative than others I feel that the frustration I experience when calling ******** was not stated in the sense that anytime i'am faced with having to call ******** it always turns into a 1 to 2 hour phone call because "they can't help me" and how to avoid that. My bill got paid through much frustration and sadness over ********s lack of customer service support. I will take the advice from this representative and move forward, but I do not want my frustration and sadness I experienced to be dismissed from this representatives response suggesting that a prompt refund solved it or that their plan is " good" because i'am still faced with the same dilemma of if I have to call ******** to deal with their lack of customer service support.  I'am looking into other internet services and that frustration is not for this complaint. 
  Sincerely,
  
  *******************************