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:10/11/2022

  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.

  On 23 September 2022, I happened to walk into the ******** store in *******, ** at ******************, *****, ************. The salesman said it was the first day to preorder the iPhone 14 pro. The sales team said that my son, *********************, and I could preorder the Iphone 14 pro for free but we had to made the purchase now before the free phone promotion expired. The sales team never said we had to change plans or anything like that. The only thing we had to do was to give them our current phones and we would get the new Iphone 14 pro for free. After receiving the phones I found out that what the sales team said was not true and now I am stuck with a phone that I did not order and have lost my previous phone that was working well. I would never had turned my phone in if I knew I would have to pay full price for a new Iphone 14 pro and change my plan.

  Business Response

  Date: 10/24/2022

  October 24, 2022
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  12639 **************., Ste. 200
  *****, ** *****
  
  Re:     *******************
  Your File No. ********
  ******** Account No. *********
   
  To Whom It May Concern:
   
  ******** ********* (********) is in receipt of your correspondence dated October 11, 2022, regarding the above-referenced account.   
  
  ******** regrets any concern ************** may have regarding his recent upgrades.  We appreciate the opportunity to respond.
  
  From September 9, 2022, through October 6, 2022, ******** offered the 2022 Apple Trade P32 promotion with which qualified customers could get up to $1,000.00 off an eligible Apple iPhone via one-time trade-in credit and Recurring Device Credits (RDC).  To qualify, customers were required to purchase the device on our Equipment Installment Plan (EIP), trade-in a qualifying phone, and have or switch to an eligible Magenta *** rate plan.
  
  ******** records indicate on September 9, 2022, ************** qualified for and took advantage of our EIP with the purchase of two Apple iPhone 14 128GB handsets.  EIP is a payment option that allows eligible customers to purchase handsets by remitting a down payment at the time of purchase, if required, and agreeing to pay the remaining balance in 24 monthly installments.  ************** agreed to 24 monthly installments of $33.34 for each device.
  
  As part of the orders, ************** agreed to a deferred trade-in of an Apple iPhone 11 128GB Red handset and an Apple iPhone 8 Plus 128GB Grey handset.  These devices qualified for one-time trade-in credits of $180.00 and $65.00, respectively, upon receipt of the devices at our return center.  
  
  Unfortunately, ************** is not subscribed to an eligible Magenta *** rate plan.  ************** current rate plan is our standard **************** rate plan, which does not qualify for the above-referenced offer.  However, the account did qualify for the 2022 Apple Trade P30 offer, and the account was enrolled to receive 24 monthly credits of $9.80 and $5.42.
  
  Please be assured ******** strives to provide world-class service to all our customers on each contact.  We also make every effort to provide complete and accurate information to our customers.  We apologize if any ******** employee failed in any way to display that during ************** recent contact with our retail location.
    
  To amicably resolve this matter, ******** has waived the remaining EIP balances totaling $1,533.30 for both Apple iPhone 14 devices, paying them both off in full.  ******** confirms that ************** remains subscribed to the **************** rate plan.  Starting on the next billing statement dated November 13, 2022, ************** will no longer be billed for the Apple iPhone 14 devices.  We also issued a one-time credit of $61.68, which reduced the balance owed to $132.56.  ******** regrets any inconvenience to ***************
    
  Based on the foregoing, we respectfully request this complaint against ******** be closed.
  
  Thank you for bringing this matter to our attention.  Should you have any further questions, please feel free to contact me at ************. 
  
  
  Very truly yours,
   
  T-MOBILE USA, INC.
  
  
  **** Seelam 
  Executive Response
  
  

  Customer Answer

  Date: 10/25/2022

   
  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:10/11/2022

  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.

  I made a payment july 7th 2021 in the amount of ******. Which was refunded per my request. On July 16, 2021, the repayment was successful and funds were transferred to sprint. On July 20th, 2021, sprint tried to take the payment AGAIN of ****** which I did not authorize, my bank returned it to me, on July 30th, 2021 sprint tried taking another unauthorized payment AGAIN for the ****** which was already paid July 16th, 2021. Sprint now says I never made the payment which shows successful on my bank statement. So out of the total 4 payments made to sprint in July of 2021, only 3 were returned to my bank. The unauthorized payments caused me to pay bank fees for 2 returned checks that were never given in the first place. I'm trying to address it with ********** from sprint and she has my bank statements showing it took out and never returned and she is not understanding my bank statement and is saying I am not correct.Here is my statements showing 4 payments but only 3 refunded. I would like a credit to my phone bill in the amount of $600, half Of that being the bill I paid that they say I didn't but I showed proof. The other half for the rude customer service I have received in regards to this, the bank fees, transportation fees, and loss of work due to the issues with this very payment.

  Business Response

  Date: 10/21/2022

  October 21, 2022
  
  
  
  Better Business Bureau
  12639 *******************, Suite 200
  *****,** *****
  
  Re:      File 18198903
              Account *********, ***************************
  
  To Whom It May Concern:
  
  Sprint,now part of ******** (Sprint) is in receipt of the above-referenced complaint of ****************************  Sprint regrets any inconvenience ************** may have experienced with her account billing and payment concerns.  We appreciate the opportunity to respond.  
  
  ************* established her Sprint account on February 12, 2020.  The account has three phone lines subscribed to our *********************** plan and one tablet line subscribed to our $30 ********************* plan.
  
  As stated in our Terms and Conditions of Services, payments are due as stated on our customers bill.  Services may be interrupted if a customers account is past due.  We realize that situations may arise that prevent customers from making the required payment by their due date and we can assist with payment arrangements if available.  Sprint reserves the right to suspend or terminate services due to late payment, exceeding an Account Spending Limit, or non-payment towards a past due balance.  Additionally, the customer may be assessed a reconnect fee upon reactivation and late fees on past due balances.
  
  Upon our review of ************** account, we confirmed that on July 5, 2021, a payment of $269.49 was remitted for the balance owed.  On July 15, 2021, a refund was issued for the $269.49 payment and returned to ************** financial institution on file.  Further, on July 16, 2021, ************** attempted to remit a payment through our mobile application; however, the payment was unsuccessful due to insufficient funds.  Although no billing error was identified, as a courtesy, on January 10, 2022, our ************************* applied a one-time $300.00 account credit to ************** account. 
  
  Upon further review of our records, we determined that as of April 2022, the account balance has been consistently past due.  We confirmed ************** outstanding balance consists of unpaid charges for services rendered and late payment fees as reflected on her April 2022 through October 2022 invoices.  Based on our review of this matter, we determined ************** outstanding account balance is valid and payable to Sprint
  
  During our conversations with ************** on October 3, 2022, and October 6, 2022, we provided the above outlined information.  We advised ************** that so Sprint may further investigate her missing payment concerns, she will need to provide a copy of the bank statement with a running balance reflecting the payment in dispute.  ************** can submit the requested documentation at www.sprint.com/dispute.  To bring an amicable resolution we agreed to apply a final onetime credit of $300.00.  As a result, ************** account reflects a balance due of $366.88.
  
  We appreciate ************** for taking time to provide details of her experience with our customer service representatives.  We value customer feedback.  Please be assured that the quality of service provided to our customers is of our utmost priority.
  
  Based upon the foregoing, we respectfully request that this complaint against Sprint be closed.
  
  Thank you for bringing this matter to our attention.  If you have any questions, please do not hesitate to contact me directly by calling **************. 
  
  
  Sincerely,
  
  
  *****************************
  Executive Response

• Initial Complaint

  Date: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.

  In June of 2022, my account sharer visited a tmobile store to get a new phone and use a military discount for her phone. She was told how easy it would be and she completed tasks required (submitting appropriate documentation for said discount) We changed plans because we were told we would need to do that. I called and it was changed. Here we are almost 4 months later and still no discount. We've both called multiple times and said it would be taken care of. I'm told multiple things by multiple people and no one EVER really knows. I was sprint for years and years and was told I needed to switch phones and cards over under ********* I DID that and now ******** couldn't help me with my bill because it's under Sprint? I'm frustrated. As a paying customer, I'm having to jump through all these hoops to accommodate this merger. It's not my job to navigate all this bs. I'm exhausted calling and nothing being done to fix the actual problem.

  Business Response

  Date: 10/24/2022

  October 24, 2022
  
  
  
  Better Business Bureau
  12639 *****************, Suite 200
  *****, **  *****
  
  Re:File ********, ******************************;
  Account XXXXX7308, ************************************
  
  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.  
  
  To begin, ******************** began her Sprint services on October 14, 2009, and she currently has five active mobile lines subscribed to our Unlimited Freedom-Tax Inclusive rate plan.
  
  In our effort to provide clear communication about our devices, features, promotions and pricing, Sprint publishes an overview and our retail brochures, displays, partner stores, and website at www.t-mobile.com have not deviated from the published information.  
  
  Our records reflect ******************** spoke with a member of our ************* chat team on August 2, 2022 and was advised of the eligibility requirements to update her rate plan to our Sprint One 2+ Military rate plan.  Our Sprint One 2+ Military rate plan offers unlimited talk, text, and data with a monthly service charge of $130.00 for the first two lines.  The third and fourth lines have a monthly service charge of $25.00 per line and the plan offers the opportunity to save $5.00 per line, monthly, when enrolled in our AutoPay service.  With this plan, customers must visit www.sprint.com/military-verify to complete the required verification, within thirty days, for any military discounts to apply.  Regrettably, we have no record of ********************** verification.  As such, no plan discounts have been applied.
  
  We attempted to contact ******************** via phone and e-mail to assist with her outlined concerns.  Regrettably, we were unable to reach her and to date, we have not received a response from *********************  To address any outstanding account concerns, it will be necessary for us to speak with her.  Therefore, we ask that she contact us at the number provided below at her earliest convenience.  ******************** will be expected to provide the account PIN or answer to an account security question when she calls.          
  We appreciate ******************** taking time to provide details of her experience with our customer service department.  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:10/11/2022

  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 wife and I went to the ************* location on 4/23/22 to upgrade our phones. We were told there was a current promotion offering $800 trade in for the model of phones we currently had. The sales person inspected both phones for water damage and stated both were eligible for the $800 promotion. She kept our phones for a couple hours to transfer all data to our new phones. When we returned and were given our bill, my wife questioned the fact that the trade in credit was not showing on the bill. The sales person assured us we would see the credits reflected each month on our bill as a positive and negative transaction. While reviewing our bill a few months later, I noticed that we were not being credited for either phone trade in. I called customer service on Sept 15th and explained the situation. ********************* (interaction # **********) said he contacted the Tillamook store and was told they would look into it. The store manager called me and said that the person who conducted our transaction no longer works there, but they would look into it. I called again on Oct 6th and was told my wife's phone didn't qualify because it was broken when traded in. This is not the case at all as the phone was still in working order. I was told my $800 credit would not be applied because of the type of new phone I selected. Both of these are fraud. Additional tickets were opened with ******** during the 2nd call. My wife's phone ************ - SD7932224/IM6716300. My phone ************ - SD7932227/IM6716303. Our bill should reflect the $800 credits for each phone.

  Business Response

  Date: 10/21/2022

  October 21, 2022
  
  
  
  Better Business Bureau
  12639 **********************************************************************
  
  Re:      File 18198142
                                      Account *********, *************************
  
  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 device promotion concerns.  We appreciate the opportunity to respond. 
  
  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.  Sprint will occasionally extend targeted promotional offers to a specific account or lines of service on an account.  However, the targeted account or phones numbers must qualify for the promotional offer in order to receive the promotion.
  
  Our records reflect in April 2022, Sprint offered our iPhone 13 On Us with Trade on ANY Plan and $800 off ******* GS22 Series with Trade In promotions.  Eligible customers can get up to $800.00 off an Apple iPhone 13 and a ******* Galaxy S22 series device with trade in of a qualifying device in good working condition.  The $800.00 device discount awards as a monthly credit over the course of a 24- or 30-month Installment Billing Agreement (IBA).  Please note that the targeted phone line associated to 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 turn-in device.  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. 
  
  ****************** made a qualifying purchase when he upgraded the device on his phone lines ending in **** and **** to an Apple iPhone 13 Pro *** and ******* Galaxy S22 via 24-month Installment Billing Agreement (IBA) COS-********* and IBA COS-*********.  However,we were unable to confirm a trade in device was received for the noted offers on the line ending ****.  Consequently, ******************* telephone line ending in **** did not qualify for the trade-in promotional credit.  Further, we confirmed that a ******* Galaxy Note 8 was traded in for the Apple iPhone 13 promotional offer  line ending in ****, and the line is receiving $400.00 off via monthly account credits of $16.67.
  
  We spoke with ****************** on October 21, 2022,and provided the aforementioned findings.  We explained that while we did confirm that we received his ******* Galaxy Note 10 device on May 27, 2022, no trade in credit was applied as this device was associated with open IBA NR-AM-203375606..  Although we were unable to identify a Sprint billing error, as a gesture of goodwill, we agreed to schedule a monthly account credit of $33.34 on the line ending in **** for the remaining 18 months of the IBA.  We also applied a onetime credit of $200.00 to ******************** account.  ****************** accepted our resolution as satisfactory.
  
  We appreciate ****************** taking time to provide details of his experience with our ************* group.  We value customer feedback.  Please be assured that the quality of service provided to our customers is of our utmost priority.
  
  Based upon the foregoing, we respectfully request that this complaint against Sprint be closed.
  
  Thank you for bringing this matter to our attention.  If you have any questions, please do not hesitate to contact me directly by calling **************.
  
  
  Sincerely,
  
  
  *************************
  Executive Response 

• Initial Complaint

  Date:10/11/2022

  Type:Product 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.

  The issue started the end of last year I purchase a new phone out of pocket received that at my new address that I had moved to 3 months prior I had already changed my address with the company this phone stopped working 5 months or so after using for no reason no damage et cetera I had called the company and it took 3 phone calls to get somebody to willing to replace it at no charge they sent to my old address for some reason even though it had already been changed Then when I called checking on it they wanted me to file a police report for their error which I am not willing to do and waste time For their mistake another 3 or 4 phone calls I received someone that said they were sending me a replacement never received I received it I called numerous times to check on that order finally found a representative that said he was sending it out again I waited the 3 to 5 businesses didn't receive call back over a week ago and the gentleman said he was escalating it still haven't received anything but I continue to get email after email saying my service will be canceled and phone number lost if I do not return the old damaged phone that they've never sent me the envelope for or make a phone call which I can't do because I don't have a working phone I called today and the lady stated that my service had been canceled 5 days ago however I received a email 15 minutes prior to that saying I still had 1 day 1 day and now she is telling me I need to go through the whole application process again avoid this company at all cost is nothing but headaches at this point I don't want their service any longer I would like a refund to my debit card for the cost of the phone that stopped working after a few months

  Business Response

  Date: 10/24/2022

  
  October 24, 2022
  
  FILED ELECTRONICALLY
  
  Better Business Bureau
  12639 *************, Ste 200
  *****,** *****
  
  Re:      *****************************
                          Your File No. 18197984
                          Sprint Account No. *********
  
  To Whom It May Concern:
  
  Sprint, now part of ******** (Sprint) is in receipt of your correspondence dated October 11, 2022, regarding the above-referenced account.  Please be advised we have made attempts to contact ******************, which have proven unsuccessful.  As such, Sprint will make every effort to address Ms. ******** concerns within this letter.
  
  Sprint regrets any concerns Ms.******* may have experienced with her device replacement.  We appreciate the opportunity to respond.  To begin with, the account was activated on March 6, 2021, and currently has one line of service, which is currently suspended.  The account is subscribed to our Assurance Wireless **************** plan, which provides ***** minutes of talk,unlimited text-messaging, and 4.5GB of high-speed data per month.  Please note, as of October 5, 2022, Ms.******** ******** eligibility has been removed, and her service plan is scheduled to update to our Flat 10 service plan, which provides voice service at a pay-as-you-go rate of $0.10 per minute.
  
  Please note, 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 damaged, lost,or stolen, or is outside of the warranty period, customers are required to pay $39.99 for a replacement.
  
  A review of the account shows ****************** contacted our ************* team on August 26, 2022, to report concerns with her handset.  Our ************* team attempted to correct the issue with ******************, but was unable to correct her handset concerns, and recommended a replacement order be created.  A device replacement order was created, and the shippers tracking information reflects it was delivered on September 1,2022.
  
  On September 6, 2022, ****************** contacted our ************* team to report she had not received the replacement device.  After discussion with *****************, it was determined that the handset had been delivered to her previous address, and to replace her order, ************* requested she provide a police report for the missing package.  Regrettably,due to the pending return of Ms. ******** original handset, a new replacement order could not be processed until this report was provided.
  
  ****************** contacted our ************* team on September 6, 2022, September 13, 2022, September 27,2022, and October 3, 2022, to request another device.  In each case, the device order could not be processed as we had yet to receive the requested police report to cancel the previous return order. 
  
  On October 5, 2022, Ms.******** ******** eligibility was removed due to extended inactivity, and on October 12, 2022, her mobile line ending in **** was suspended due to the non-return of her malfunctioning handset.  Please note, due to Ms. ******** removal from the ******** program, we are unable to process a device order.  Should ***************** wish to resume **************** with Assurance Wireless, we encourage her to submit a new application for service via www.AssuranceWireless.com.
  
  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.

  We had 3 lines to our service up until last spring. When Sprint let us know that our phones would no longer work unless we upgraded once they moved all customers to ********* my son and I chose to purchase our phones and not renew our contracts. We both have ******* phones now. My husband had just upgraded his phone and chose to remain with Sprint/T-Mobile. Once the switch over was made to ********* however, he no longer had cell service - he could no longer make or receive calls or texts consistently, and, for the last two months, has been unable to get any service at all.We have reached out to Sprint several times and followed their directions - refreshing our signal, updating the software. When my husband stated that he wanted to cancel his contract, he was told he would have to pay the remaining installments (hundreds of dollars) in a lump sum first. As a "solution," they sent us a CellSpot - a router that is intended to help him get service over the Internet (which we already pay for with Xfinity - not Sprint) and which they said would "boost our internet, also". We received it on Saturday, and spent the next two days trying to get it to even get connected (it never did).We wish to cancel this final line and the rest of our service, as we have been paying for a service that we have not been able to actually receive for about three months. We do not wish to buy out the rest of the contract - just stop it where it is. We do not need an upgraded phone - my husband's phone was new as of June 2022. We are not getting any service, so we do not feel we should have to pay for it, and it does not seem that their new ******** network is going to provide service to use where we live. They would not offer us a credit for disrupted services because of the change when my husband asked the other day.

  Business Response

  Date: 10/21/2022

  October 21, 2022
  
  
  
  Better Business Bureau
  12639 **********************************************************************
  
  Re:      File 18197826
                           Account XXXXX0582,*********************
  
  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 her services.  We appreciate the opportunity to respond. 
  
  A review of the account shows that on February 15, 2008, ****************** established her account.  Currently, there are two active lines on the account subscribed to our ***************** plan, and one CellSpot device.
  
  ********************** and ******** merged in April 2020 with a commitment to build the best 5G network. Since then, weve worked to combine Sprints assets with ********s to deliver a transformative 5G network experience from big cities to small towns and places in between and we are moving quickly to build our most advanced network ever.  Now ******** has the largest and fastest 5G network according to data from several third-party benchmarking companies.  On top of that, ********s 4G LTE network covers 99% of consumers domestically. Learn more about our 5G network nationwide network poised to bring 5G to consumers and businesses alike in both urban areas and underserved rural communities, by visiting https://www.t-mobile.com/coverage/4g-lte-5g-networks.  This combination promises to deliver more bandwidth than before.
  
  In addition, ******** network modernization upgrades and improves our network towers to newer and faster technology.  Our goal is to build a transformative nationwide 5G network for all consumers and phasing out 3G CDMA technology is part of the plan.  ******** began notifying customers more than six months before the March 31, 2022, retirement date, and efforts to decommission the legacy Sprint CDMA network are on-going including similar notices for the Sprint LTE network retirement on June 30, 2022.  This will free up valuable nationwide spectrum for ********s LTE and 5G networks, and it gives customers a higher capacity, faster, and more reliable network. 
  
  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.
  
  We have made several unsuccessful attempts to contact ****************** at the line ending in **** to discuss this matter in detail.  Therefore,we ask that ****************** contact us at the number provided below at her earliest convenience if she has any outstanding concerns.  ****************** will be expected to provide the account PIN or answer to the account security question when she calls.  We regret any inconvenience this matter caused.   
  
  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:10/11/2022

  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.

  I've reached out to TMobile numerous times about paying for a cellphone service that doesn't work. I was told it would be fixed by August 15th; I was told I would be credited to my bill. Neither of those happened. I pay a lot of money for a cellphone that can't keep calls and can barely send texts. Once they switched to 5G; it is as if my LTE service refuses to work. I need my phone for work and safety. My phone isn't broken; the service through TMobile is. I had no issues when it was just Sprint. My phone used to work everywhere; now it only works when 5G is in an area.

  Business Response

  Date: 10/21/2022

  October 21, 2022
  
  
  
  Better Business Bureau
  12639 **************., Ste. 200
  *****, ** *****
  
  Re:      File 18197362
                          Account XXXXX1509, *************************
  
  To Whom It May Concern:
  
  Sprint, now part of ******** (Sprint) is in receipt of the above-referenced complaint of **************************We regret any inconvenience that ************** may have experienced with her coverage concerns.  We appreciate the opportunity to respond.
  
  Sprint and ******** merged in April 2020 and since then, have worked to combine Sprints assets with ********s to deliver a transformative 5G network experience for all of our customers.  In addition, we are currently in the process of implementing significant upgrades to increase our network efficiency and improve our customers wireless experience with coverage, call quality, and data speeds.  While the end result of these efforts will be a superior product with unparalleled network *******,customers may notice occasional and temporary ******* issues during the transition process.  We are unable to provide a specific date for when those upgrades will be complete; however, our technical teams are continually monitoring the effect those changes may have on our customers and are striving to reduce any negative impact. 
  
  Our investigation of Ms. ****** ******* area confirmed that our network at the address that she provided in **********, **, was experiencing intermittent issues related to planned network modernization.  As a goodwill gesture, on October 21, 2022, we applied a $100.00 credit to Ms. ****** account.
  
  We made multiple attempts to contact ************** at the number provided in her inquiry to address her 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

• Initial Complaint

  Date:10/11/2022

  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.

  Sprint advertised a trade-in upgrade deal which will provide $1000 credit for my returned iPhone X over the period of a new two-year contract. So I upgraded in June 2022 and returned my old phone to them, which was received on July 7 by Sprint. However, for months they did not fulfill the promise they made. When I contacted them, they would recognize the deal but reaffirms that the credit would appear on the next bill. By October, there is still no credit. So I contacted them again and this time they say the phone is not received and the promotional credit is only $600. They don't offer an option for me to get out of the contract due to the discrepancy. Eventually, after requesting many unnecessary details, they claim to have tracked the returned phone - this is after more than three months they received it. But they won't honor the $1000 promotional credit promise.

  Business Response

  Date: 10/21/2022

  October 21, 2022
  
  
  
  Better Business Bureau
  12639 **************., Ste. 200
  *****, ** *****
  
  Re:      File 18175382
                          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 device promotion concerns.  We appreciate the opportunity to respond.
  
  To begin, the account was activated on March 2, 2018, and currently has one active line of service subscribed to our Sprint ****************** plan.  Our records reflect that ************ upgraded his device associated with the line of service ending in **** on June 28, 2022, when he entered into the 24-month Installment Billing Agreement (IBA) COS-********* for an iPhone 13 Pro Max.  Our records also reflect he intended to take advantage of our previous Get $1000 off Apple iPhone 13 with Trade-in on Any Plan promotion.  With this promotion,customers who trade in specific devices can receive a monthly credit up to $41.67 to help offset a portion of their monthly equipment charges.  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 turn-in device.  The trade-in device is not able to be returned, must be fully owned, in good working condition, and without physical or liquid damage.  *************** credits will begin to apply within one to two billing cycles.  Our records reflect that we received Mr. ***** trade-in device on July 7, 2022, however, the device model did not meet the criteria for the aforementioned promotion.  As such ************ did not qualify for the monthly device credit.
  
  Our records also reflect that ************ worked with a member of our ************* team on October 12, 2022.  At that time,we applied a lump sum credit of $100.00 to his account.  We also arranged for a monthly credit of $25.00 to award throughout the remainder of IBA COS-*********. 
  
  We made multiple attempts to contact ************ by telephone and e-mail but regrettably, we have been unable to speak with him.  However, we did receive an e-mail from *********** on October 14, 2022, explaining he was out of the country for an extended period of time.  Although we maintain no Sprint error was identified, to resolve the matter to Mr. ***** satisfaction and as a one-time exception, we agreed to honor the notedpromotion outside of the promotional terms.  We updated the $25.00 credit to a $41.66 monthly recurring credit on his line of service ending in **** for the remaining 20 months of the associated the **** to offset a portion of the monthly device charge.  On October 20, 2022, we received a response from ************ accepting our goodwill offer and indicating his satisfaction with our resolution.  We regret any inconvenience this matter caused.  
  
  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

   
  Better Business Bureau:

  
  
  I have reviewed the response made by the business in reference to complaint ID ********. While the explanation by the Sprint/T-Mobile for this issue is incorrect and I continue to maintain that I was misinformed, the resolution the company proposed to settle this discrepancy is acceptable to me.
  
  Thanks and best regards,
  
  *******************

• Initial Complaint

  Date:10/11/2022

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Transaction Date: September 9, 2022 Issue: Billing, Undisclosed information, and Unafforadibility, and unpaid other phone to Sprint I was quoted a monthly bill amount that is not being reflected on the bill. I paid $148.06 on the date of the transaction then on September 30, 2022 I received a bill for $273. I am unable to pay this and this is outrageous. I was not advised prior to transferring servicing or committing to a contract with ******* that they bill in advance. I was told my monthly bill would be $150 would is a $20 more than what I was paying Sprint because of the watch. However, after speaking with a rep, I was advised the bill is $180 a month. Everything about billing should have been verbally stated by the sales rep ******* and had it been I would have not transferred services. This is outrageous and is attempting to cause a financial hardship on me that I will not be paying sadly. I want out of this contract with *******. Sprint is contacting me about a phone balance of $379. ******* is asked for $148.06 + $273 and a monthly bill of $180 a monthly. That is way too much money. I was not advised about a $180 or I would have said NO at that time because I can not afford it. This is not some made up story this is unfair, unethical business practices on *******'s behalf. I want out of this contract. I can't pay it. It is too much and I hate I went this route.

  Business Response

  Date: 10/24/2022

  October 24, 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 ************************  We regret any inconvenience Ms. *************** have experienced with her account concerns.  We appreciate your assistance in bringing our customers concerns to our attention.
  
  A review of the Sprint account reflects that ************ began her services on February 22, ****, and she had one active mobile line subscribed to our ******** Unlimited Tax-Inclusive rate plan that has a monthly service charge of $73.00.  Our records reflect that ************ upgraded her device for the line of service ending in **** on April 15, 2021, when she entered into a 24-month Installment Billing Agreement (IBA), TM-*********, for a ******* Galaxy S20 FE device.  
  
  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.
  
  Upon our review of the account, we determined ************ canceled her service on September 9, 2022, when she ported her mobile line to another carriers network.  Because this took place prior to the satisfaction of the Installment Billing Agreement, TM-*********, ************ was assessed an accelerated cancellation charge of $204.10 as reflected on her September 2022 invoice.  Ms. ***** current account balance of $328.26 includes unpaid charges for services rendered, equipment charges as well as the applicable taxes and surcharges.  Based on our initial review, we were unable to determine a Sprint billing error.  
  
  During our conversation with ************ on October 14, 2022, we discussed the information noted above.  ************ clarified that her concerns are not related to Sprint or any Sprint product.  She further explained that her billing concerns are related to her account with her new service provider.  As a result, Sprint is unable to respond to these concerns.  As this is not a Sprint matter, we ask that you remove Complaint ******** from the consumer database.  
  
  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:10/10/2022

  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 signed a leasing contract for the iPhone 11 in 2020 the lease was suppose to end ******** As of ******* 2022 I was just now informed 10/10/2022 that I have been paying $17.22 to extend the lease for the phone. I was not contacted to pay the phone off just automatically place in a agreement to extend the lease. The buy of the phone after the lease ended in ******* was $190 and Ive pay to date $180. I dont feel I should have to pay an additional $190 when Ive practically paid that unknowingly. I knew my lease shouldve been ending and was anticipating the day my bill would decrease and Id own my phone now I feel SCAMMED. Im highly disgusted with ********* I started as a sprint customer and they were bought out by **********************. I had been a customer for years and when my lease was about to end I was given the option to buy out in which I always did not automatically enrolled in an extended lease.

  Business Response

  Date: 10/21/2022

  October 21, 2022
  
  
  
  Better Business Bureau
  12639 **************., Ste. 200
  *****, **  *****
  
  Re:File 18195244
  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 regarding the terms of her devices Flex Lease Agreement.  We appreciate the opportunity to respond.  
  
  A review of the account shows that *********************** activated her Sprint account on November 10, 2011, and she currently has one voice line subscribed to our Tax-Inclusive Unlimited Freedom plan. 
  
  A review of our records reflects that *********************** entered into Sprint Flex Lease Agreement COS-L-H192573056 associated with an Apple iPhone **************************************************** 9543.  Upon activation of service, *********************** was provided with a clear disclosure of her monthly Lease charges and all other applicable fees and charges.  Furthermore, we located a signed copy of the noted Lease Agreement, which includes a description of the charge in question.  Per the terms of our lease program, 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 do not indicate that *********************** contacted ** with any modification requests related to the Flex Lease Agreement in question.  As a result, *********************** is being billed on a month-to-month basis for the leased device, per the terms of her lease agreement.  
  
  During our discussion with *********************** on October 20, 2022, we outlined our findings above.  While we are unable to confirm a Sprint billing error, in our effort to provide an amicable resolution, we offered to close the noted lease agreement and applied an account credit of $192.42 to offset the devices applicable Fair Market Value (***) charge.  The *** charge is determined by the market value of the device, and payments made month-to-month do not affect the *** of the device.  We are pleased to inform you that *********************** accepted our goodwill offer.  We regret any inconvenience to ***********************.
  
  Based upon the foregoing, we respectfully request that this complaint against Sprint be closed.
  
  Thank you for bringing this matter to our attention.  If you have any questions, please do not hesitate to contact me directly by calling ************.  
  
  
  Sincerely,  
  
  
  *******************************
  Executive Response