Business Profile

Mobile Phone Service

Sprint Now Part of T-Mobile

Headquarters

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Complaints

This profile includes complaints for Sprint Now Part of T-Mobile's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

4,169 total complaints in the last 3 years.
1,262 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:10/09/2022
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I had two phones on sprint network. After the merge we were forced to insert new ******** Sim cards. I have called multiple times about the quality of service. Ever since we received new Sim cards the signal bounces bars up and down. You couldn't even make a clear phone call with anyone. Spoke to customer service and the closest ******** store. They notified me that the towers in the area are outdated and could take up to two years before we start getting good service again. I pay my bill on time every time and could except having bad service. I have since moved my family to another provider. We have since been hit with a bill to finish paying off our phones. The price on the bill does not reflect the price we received for trading in our old devices. I have requested they honor the promotional deal and we would pay off the much less balance on the device. ******** customer service has threatened me with collections.
Business Response
Date: 10/18/2022
October 18, 2022

Better Business Bureau
12639 *****************, Suite 200
*****, ** *****

Re: File 18190088
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 billing 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 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 service, customers may notice occasional and temporary service 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.

In addition, ******** network modernization upgrades and improves our network towers to newer and faster technology 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.

To ensure customers have continued services, we have consistently reached out to assist our affected customers who need to upgrade to a newer device or simply swap their old SIM with a new ******** SIM. As planned, on March 31, 2022, we began to retire the Sprint CDMA network. In order to maintain network connections for services, customers with Sprint CDMA-dependent devices (handsets or data devices) must either (1) upgrade to a device that is compatible with ********s LTE and/or 5G network or (2) replace their SIM with a ******** SIM, depending on the device type.

We regret that ****************** experience with service in his local calling area fell short of his wireless communication expectations. We constantly monitor our network for service and capacity-related issues and work diligently to address any concerns we identify or are brought to our attention. Our extensive investigation of ****************** network concerns confirmed that our network based on the billing address of record was operating within normal parameters. However, 5G ******** coverage is not yet available in this area.

Upon our review of the account, we determined that in June 2021, **************** accepted 24-month device Installment Billing Agreement (IBA) COS-*********, for a ******* Galaxy A32, and WEB-*********, for a ******* Galaxy S21, on his mobile numbers ending in **** and ****, respectively. 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 also confirmed when **************** upgraded the devices on his mobile numbers ending in **** and ****, he accepted our $600 off ******* S21 with trade-in promotion. It is important to note that as part of the promotion terms, 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. We confirmed the promotional offer was awarding accordingly until October 2022 when **************** ported out his two mobile numbers. Consequently, the corresponding IBAs were closed and the account was assessed device accelerated cancellation charges totaling $360.55. Based on our review, we were unable to identify a Sprint billing error.

We spoke with **************** on October 12, 2022, and provided the details outlined above. Although we maintain no Sprint error was identified in the matter, in our effort to provide an amicable resolution, we offered to apply a one-time $180.27 account service credit, as a gesture of goodwill, to offset a portion of the device accelerated cancellation charges assessed. **************** accepted our goodwill offer, and resolution to his concerns. Additionally, we verified the account is closed and the updated balance of $180.27 was paid on the same day. 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 by calling **************.

Sincerely,

*****************************
Executive Response
Customer Answer
Date: 10/19/2022

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:10/09/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My complaint is due to TMobile not honoring their 360 protection plan. I went in the store to have my front screen replaced; it accidentally slip out of my hand while walking. My phone fell face forward leaving cracks on the side of the front screen. I pay monthly for the total protection plan, which includes screen repairs with a deductible of $29. I went into the ******** store the customer service person told me that they no longer provide repairs there, and that I would have to file a claim and pay $99 for a replacement phone. I explained that my phone does not need replacement just a screen repair, that is only issue. I left the store in disbelief especially since on the sprint/TMobile app this store is listed as repair store. I proceed to call customer service, which the person reiterated the same thing as rep in the store. I asked to speak to a manager, the rep said sure and then hung up. I called back spoke with another rep ******* he informed that my protection plan was active and it should not be a problem with having my screen repaired. ****** told be he was going to speak with insurance rep and explain the situation; however that call was disconnected. Overall, I am upset that they would continue to charge me monthly for a protection plan and not honor their terms. Have the audacity to ask me pay for a replacement for their negligence. I was never notified of change to protection plan nor refunded any money since the change was made effective.
Business Response
Date: 10/21/2022
October 21, 2022

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

Re:      File 18189751
                        Account *********, *************************

To Whom It May Concern:

Sprint, now part of ******** (Sprint) is in receipt of the above-referenced complaint of ************************** We regret any concerns ****************** experienced regarding her handset. We appreciate the opportunity to respond.

******** customers are given the option to subscribe to ********s device protection plan provided by Assurant, Protection<360>,within the first 30 days of activating a new device. Our records confirm ******************** line ending in **** is subscribed to Protection<360> option.

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.
With Protection<360>, customers experiencing an issue with their device may visit their local ************** Experience (***) at a retail store for diagnostic testing. The *** is a new option at ******** whereby some retail locations have repair technicians onsite to diagnose and, if possible, repair eligible handsets. The Protection<360> option also offers eligible devices discounted repairs, including cracked screens repaired for as little as $29.00. Please note, the noted benefit applies when and where repair service is available for eligible devices; otherwise, customers will be provided with a replacement device and the appropriate service fee/deductible will be collected based on device tier for all other accidental damage. Customers can file a claim file and check their claim status at https://mytmoclaim.com/, use the Protection<360> app,or contact Assurant directly at **************. ******** cannot research claims filed with Assurant. Only Assurant can research pre-submitted claims.

Our records indicate on October 10, 2022, ****************** filed an insurance claim for her damaged Galaxy S10 Plus handset.

During our discussion with ****************** on October 11, 2022, she confirmed filing the noted claim. ****************** provided feedback regarding her experience with Assurant and expressed her dissatisfaction with the $99.00 deductible that she was assessed,stating she was advised she would be eligible for the $29.00 repair benefit. In our effort to assist with ******************** concerns, we engaged Assurant on her behalf. Assurant confirmed that claim ******** was approved on October 11, 2022, and on October 13, 2022, a refund of $74.20 was processed for the disputed difference for the cost of the deductible assessed to ******************. Our records indicate that a replacement Galaxy S10 Plus device was activated on phone line ending ****.
In our effort to ensure ******************** concerns were fully addressed, we attempted to follow up with her on October 21, 2022. Regrettably, we were unable to reconnect with her; however, we invite her to contact us at her earliest convenience should any concerns remain outstanding.

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

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

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

Sincerely,

***************************;
Executive Response
Initial Complaint
Date:10/09/2022
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
For the past 6 month my bill have been going up $50 without any explanation I'm not able to view my bill nothing has been added if anything things hv been token off to lower my bill but it keep going up I hv not added anything om my account in the past 6 month at all. When I call and ask for a reason there isn't none to give me other than 8 for late fee 8 is still far from 50. Nothing is adding up ******** steals from there customers and this shouldn't be allowed or tolerated. I have been trying to find out why my phone don't hv insurance only 1 phone has insurance when all phones have been on the same plan. They hv represents who work in the corporate office and they dont know what they r talking about I had a representative to gv me incorrect information about who features I may have and may not have this is over due for more training within the company bad they giving out promotions to ppl who don't know what they r doing
Business Response
Date: 10/21/2022
October 21, 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 ***********************, a subscriber on Trevon Crankfields Sprint account. We regret any inconvenience ************** may have experienced with her billing concerns. We appreciate the opportunity to respond.

To begin, Mr. *********** Sprint account was established on May 12, 2015, and currently has seven lines of service subscribed to our Unlimited Tax-Inclusive rate plan. We also confirmed ************************ obtained a ******* Galaxy Note20 5G device via ******** Installment Billing Agreement (IBA) TM-*********, for phone line ending in ****, on September 15, 2020, an Apple iPhone 12 via 24-month IBA TM-*********, for phone line ending in ****, on February 26, 2021, an Apple iPhone 12 via 24-month IBA TM-*********, for phone line ending in ****, on March 7, 2021, an Apple iPhone 14 via 24-month IBA TM-*********, for phone line ending in ****, on October 22, 2022, and an Apple iPhone 14 via 24-month IBA TM-*********, for phone line ending in ****, on October 22, 2022.

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.

Upon the activation of his recent devices, ************************************* was provided with a clear disclosure of his monthly recurring charges/equipment purchases, and all other applicable fees and charges. Furthermore, we were able to locate signed copies of his Installment Billing Agreements which include a description of the charges in question. Based on our review, we were unable to identify any miscommunication regarding the terms of his plan or other monthly charges on Sprints part during the activation of his current plan.

Upon review of our records, we determined on October 7, 2020, ************************ was offered a monthly promotional credit of $20.00, which was awarding on phone line ending in ****. The credit was scheduled for 24 months to offset a portion of the monthly service charges, effectively reducing the monthly bill. We confirmed the promotional credit awarded accordingly for the duration of the 24-month term offered.

All new ******** devices come with a limited one-year manufacturers warranty through ********, Assurant, or ************ ******** customers are also given the option to subscribe to
********s device protection plan provided by Assurant, Protection<360>, within the first 30 days of activating a new device. Our review of Mr. *********** Sprint account confirmed mobile line ending in **** was subscribed to our Protection<360> option on October 6, 2022, while mobile line ending in **** subscribed to this service on June 20, 2022. Further, we confirmed the Protection <360> option was added to mobile line ending in **** on October 11, 2022.

We spoke with **************** on October 10, 2022 and provided the above-referenced information. In an effort to reach an amicable resolution, we applied a one-time account service credit of $42.00, as a goodwill gesture, to offset a portion of the service charges and late payment fees billed. **************** accepted our goodwill offer and handling of her concerns. We regret any inconvenience to *****************

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

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

Sincerely,

*****************;
Executive Response
Customer Answer
Date: 10/23/2022

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:10/09/2022
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have contacted Sprint over 30 times in the last several months regarding an issue with my service. The service worked intermittently. Every employee either mislead me or lied. I have been a loyal client for 22 years. Every rep has tried to sell me a new phone, they kept claiming that phone that I had was not a 5G network phone and therefore that's why I was having issues. I did not want a new phone as the one that worked and it represented a sentimental value to me as it was my sisters phone who passed away. I finally got to an executive representative and after speaking with her (***************) she disclosed that there was an issue with the cell towers where i lived, much to my surprise as I had issues with the service in four states. She said she would send me a cell spot network booster and that I should consider upgrading my device to 5G. By the way, i also when to Apple and my phone was diagnosed and there was nothing wrong with my phone. ******** assured me that this would correct the problem. I was also told that that they would provide me with a $1K credit towards a purchase of a new phone. After much thought, I agreed. As you could imagine i was very hesitant, as the info i had received was not accurate and why would i want a new phone when there was nothing wrong with mine. I wanted reassurances that the new phone/service would work. I was told to keep my phone until i knew everything was working. I received a bill for the new ********* immediately called, i was told they had not received my old phone back. I explained that they had not sent me the kit to return the phone &they then sent it. I followed all the ******************* the phone back. In Sept, i received yet another bill & when i called I am now being told that my phone was not in working order and i would receive $95 credit. How is that possible? I was calling them from my phone. This is a deceptive marketing strategy to get consumers to purchase new phones. In August, i agreed to a new
Business Response
Date: 10/24/2022
October 24, 2022

Better Business Bureau
12639 *****************,Suite 200
*****, ** *****

Re:     File 18188312
            Sprint 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 experienced by ************ with her account concerns. We appreciate the opportunity to respond.

We regret Ms. ***** experience with service in her local calling area is falling short of her expectations. We constantly monitor our network for service and capacity-related issues and work diligently to address any concerns we identify or are brought to our attention. Our extensive investigation of Ms. ***** coverage service area determined that our network is performing within normal parameters.   Based on our investigation into the network coverage, we confirmed that Ms. ***** address of residence is within our good coverage area.

We confirmed mobile number ending in **** is connected to our ******** Expanded Network Experience. 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 *** be affected by conditions beyond our control. Estimating wireless coverage, signal strength, and speed is not an exact science.

To assist with in-home coverage, a 4G/LTE CellSpot is sometimes an option. A 4G/LTE CellSpot is a mini cell tower that can be setup in a customers home or small office, which connects through their home internet, creating a ******** 4G LTE signal that *** provide better indoor coverage, more dependable voice calls, and consistent data speeds. A customers eligibility for a 4G/LTE CellSpot is contingent upon the customer meeting the service, internet, and phone requirements.

A review of the account shows that ************ accepted a 24-month device Installment Billing Agreement (IBA) TM-*********, on August 9,2022, with Apple iPhone 13 Pro on her number ending in ****. She also accepted our $1000 off an Apple 13 with Trade-In upgrade device promotion, which awards as a $41.67 monthly account credit to offset the monthly device installment charge for the duration of the 24-month IBA. However, because we have no record of a timely receipt of the required device trade-in, we continued to assess the monthly installment charge without the promotional credit. However, we subsequently confirmed the traded in device was received in our warehouse on September 22, 2022.

During our conversation with ************ on October 19, 2022, we provided the details outlined above. To resolve her billing concern, we applied a one-time $83.34 credit to Ms. ***** account for the promotional credits that were missed on her August and September 2022 invoices, resulting in a $87.55 credit balance. Finally, we also applied a $41.67 recurring account credit for the remaining 22 months of the device IBA. ************ confirmed her acceptance of our resolution to her billing concern.

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,

SPRINT

*****************************
Executive Response
Initial Complaint
Date:10/09/2022
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On Fri, 9/30/22, at appr. 4:30 pm EST, my cellphone service was shut off without warrant. I called them, accidentally, since I was trying to make a business call and it was forwarded to Assurance. This call took over 2 HOURS, having been on-hold for about 30 mins, them hung up on! Calling back, I had the most stressful, unbearable time and excuse for ****************** in my life!!To *******************************, you have many ways to contact customers: you could have emailed, postal-mailed, called or texted to alert me that there was a problem which would lead to phone shutoff. I have rec'd emails from you stating that you had 'not received my defective phone'. I responded to that email the same day, spent nearly an HOUR on hold and in conversation with your people (Assurance) indicating when the approximate return date was, what mail service was used (bearing in mind that YOU sent me the return label, so you should have that info!!). Incompetence!! Twice in the past couple of weeks I put myself through this excruciating trouble and time to make these calls, only to try to make a VERY important business call and find my call diverted to Assurance Wireless. No less than 1 HOUR later, after extensive hold time, being hung up on, and dealing with an agent I could NOT understand much of the time and vice-versa, I was losing it completely. I took the liberty of reprimanding her for not escalating a call which she was unwilling or unable to handle, and then DEMANDED to speak to a supervisor. He asks me allllll the same insipid questions she did, even AFTER hearing my recap!! The end story if it'll take ***** HOURS to reconnect my 'suspended' service for which I should be liaising with my attorney for damages. Inconceivable!! I have NO phone service now due only to your company's NEGLIGENCE!!**UPDATE: As of WED., 10/5/22, I am STILL without service! I was "assured" it would be ***** hrs. - which was inconceivable for the lengthy duration - to be turned back on. Assuming th
Business Response
Date: 10/22/2022

October 22, 2022

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

Re:                  *****************************
            Your File 18188309
                                                                                                             Assurance Wireless Account No. *********

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 with the service on her Assurance Wireless account. Our records indicate ***************** was provided an Audiovox Q1W handset to use with her mobile number ending 0037. Please note, ********************** handset included a one-year limited-warranty provided by the manufacturer.

On August 10, 2022, ***************** contacted our ************************ reporting her handset was not performing as expected. After troubleshooting, it was determined a replacement handset was needed. As the handset was within the warranty period, a warranty exchange replacement device was sent to ******************* Please note, the warranty exchange order included return instructions and a prepaid shipping label to return the non-working handset to prevent interruption of service.

On August 17, 2022, ***************** activated the replacement handset on her mobile number ending 0037. 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 her to return the non-working handset to prevent interruption of service.

On September 16, 2022, Ms.******** mobile number was suspended for an unreturned device. Following a conversation with our ************************ the same day, ****************** was advised that a payment of $39.99 plus applicable taxes was due before services could be restored due to her defective device not being returned. Please note,at that time, ****************** was sent an additional return label to return the handset to Assurance Wireless. Ms.******** account remained suspended, pursuant to our non-return handset policy.

It is Sprints position that ****************** was charged accurately for the non-return of her defective handset. However, as a courtesy and one-time exception, on October 14, 2022, Sprint marked the non-working handset as received and service to Ms. ******** account was resumed the same day. As of the date of this letter, Ms. ******** account remains active with the replacement handset. Sprint regrets any inconvenience to *****************, and we appreciate the opportunity to address her concerns.

We appreciate Ms. ************;taking time to provide details of her experience with our 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 ************.

Very truly yours,

Sprint

***************************
Executive Response
Initial Complaint
Date:10/09/2022
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
This is an ongoing issue with Assurance Wireless.The amount is $15.86Assurance Wireless is to provide me the phone service that I pay for.My dispute is that I pay for phone service but am unable to make or receive a call. I login to my account and I have a balance of $15.86 but do not have service.I have called Assurance Wireless NUMEROUS times and they have me on hold for hours and when I do speak with someone and ask to be transferred to a supervisor they have me on hold again or they hang up. When I do speak with a supervisor they put me on hold or they hang up.
Business Response
Date: 10/22/2022
October 22, 2022

FILED ELECTRONICALLY

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

Re: *****************************
Your File 18188287

To Whom It May Concern:

Sprint, now part of ******** (Sprint) is in receipt of your correspondence dated October 12, 2022, regarding the above-referenced file number.

Please be advised Sprint takes account security seriously; therefore, to protect our customer's privacy and personal information, Sprint restricts how customers can obtain information or make changes to accounts. Investigation of this issue has confirmed ****************** is not an authorized user on the account which is associated with the mobile number she provided and as such, we will not be contacting ****************** regarding her correspondence to your office. The account holder of record *** add ****************** to the account by contacting our ************************ at **************. Additionally, the account holder *** have one of the authorized users on the account contact us at the number below to discuss this matter further. Sprint regrets 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 ************.

Very truly yours,

Sprint

***************************
Executive Response
Initial Complaint
Date:10/09/2022
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I 1st joined Sprint with a family plan back in 2020 I had 4 phones at $270 a month with a ******************************************************************* to run my business properly After having the phones at 19 months we were excited for upgrades and we went to the ******** store in ****** md where it had changed to ******** from Sprint They let us get the * folds and told us that it wouldn't increase our bill very much in the new Apple thirteens they said how great these phones and the service was gonna be. Right away when we took our phones home the service was poor it in many spots of the house and lots of no network errors and dropped calls, lots of circling . we went down to the store and kept getting SIM cards changed and troubleshooting and kept sending us home to try it out pushing us past our 15 day exchange I have been trying to get help with this issue for over 6 months now, I have over 26 hour of holding on phone and told I would be called back and they never do, I have been told they are sending a different kind of phone since the zfold galaxy are faulty, I have paid 400 dollars a month now for 6month and not able to use service or phones properly. I wanted an upgrade and it's clearly a downgrade with no resolution. They have hung up on me left me on hold for hours this is the absolute worst company and I pay areal *******************.
Business Response
Date: 10/20/2022
October 20, 2022

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

Re:      File 18188283
                        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 a device upgrade. We appreciate the opportunity to respond.

A review of the account shows that ************************** activated phone services on June 8, 2020. The account has five active mobile lines, including four lines subscribed to our ************************* plan and one line subscribed to our *********************** plan.

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.

************************** obtained two ******* Galaxy Z Fold3 and accepted our $530.00 off ******* Galaxy Z Fold3 promotion for mobile lines ending in **** and **** via Installment Billing Agreements (IBA) COS-********* and IBA COS-********* on February 14, 2022. We confirmed that ************************** is receiving the promotional discount of $22.23 on each line. ************************** traded in her two ******* Galaxy Z Fold3 devices at our local store and upgraded lines ending in **** and **** to the ******* Galaxy S22Plus devices via IBA TM-********* and IBA TM-********* on September 2, 2022. Although it was outside of our 14-day return period and prior to the satisfaction date of the previously referenced agreements, we agreed to honor the promotional credit on the new devices. Regrettably, the promotional credits were not added to the new IBAs as a result of a clerical error.

We spoke with ************************** on October 19, 2022, and provided the information above. At that time, we closed IBA COS-********* and IBA COS-********* associated with the returned ******* Galaxy Z Fold3 devices. To reach an amicable resolution, we applied a onetime $200.00 credit to ************************** account to offset the charges for the two ******* Galaxy Z Fold3 devices reflected on her September and October 2022 invoices.   Additionally, we added $22.23 monthly account credit for the two ******* Galaxy ****** devices for mobile lines ending in **** and ****, which will award for the remaining term of the associated IBA TM-********* and IBA TM-*********. Furthermore,we applied a onetime goodwill credit totaling $216.00 to offset the upfront cost ************************** paid at time she obtained the two ******* Galaxy Z Fold3 devices. We regret any inconvenience this matter may have caused. As of the date of this letter ************************** account reflects a $155.01 balance, due by November 1, 2022.

We appreciate ************************** for 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
Initial Complaint
Date:10/09/2022
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
November of last year, I had called Assurance wireless to up grade my phone because they were bought out by ********* And was told it take a bit cause, everyone at the same time up graded also. And I had applied for another one. In September of this year. When they advertised the same plan I had last year which was unlimited data talk and text with 10gs hot spot. I was told that the government stop doing the unlimited data talk and text program in ******. I told them that I had applied for one back in November 2021 and they said my application was closed. And I informed them I didn't receive that phone. And that since I had it ordered before the government stop it. I feel I should have got the same plan now and phone. That I ordered then. I had called again last week. And the person I had talked to is ****. And she informed me that she was going to send me a phone with that same plan. In 7 - 10 business days. And I just got on there web site to check status and it said that I had to call one of there reps **** Because my application didn't go through. like the other rep had said to me that it was on its way.Thank **********************
Business Response
Date: 10/22/2022
October 22, 2022

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

Re: File 18188278
Sprint/Assurance Wireless Account *********, ***********************

To Whom It May Concern:

Sprint, now part of ******** (Sprint)is in receipt of the above-referenced complaint of ***************************. Sprint regrets any concerns ****************** may have experienced regarding her Assurance Wireless **************** application. We appreciate the opportunity to respond.

To begin, the account was activated on May 21, 2021, and previously had one active line. A review of the account indicates that Ms. ******** initial ******** device order was not completed successfully which resulted in our ************************ submitting a missing device claim with our shipping vendor on June 28, 2021. We also processed a new device replacement order for ****************** which, according to our shipping vendors website, was delivered to Ms. ******** address of record on June 29, 2021. We further confirmed ****************** did not contact our Assurance Wireless ************************ to activate her replacement device until October 29, 2021. On November 1, 2021, Ms. ******** phone number ending in **** was removed from receiving the Assurance Wireless ******** benefit due to non-activation of her handset after 90 days. As such, ****************** was required to reapply for ****************s with Assurance Wireless prior to December 28, 2021.

It is important to note that on December 28, 2021, Assurance Wireless stopped accepting ******** applications in the state of Oregon. ****** residents that had **************** with Assurance Wireless on or before December 28,2021, continued to have **************** until April 1, 2022. ****** residents on the Assurance Wireless *** Unlimited plan will continue to have service. Assurance Wireless offers the *** Unlimited plan through the new Affordable Connectivity Program (***) in ****** after April 1, 2022.

During our discussion with ****************** on October 20, 2022, we provided the information outlined above. As such, we informed ****************** that she will be required to apply for ****************s with another ******** provider that currently serves the state of Oregon. 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 at the address listed below or directly by calling ************.

Very truly yours,

Sprint

*****************************
Executive Response
Initial Complaint
Date:10/09/2022
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
September 12th I was lied to by am employee of assurance wireless that my govt. phone was due for an upgrade. I couldn't sign due to employees tablet not functioning properly and employee signed my name instead of helping to sign. On September 13, Spectrum emailed me stating my ACP account was no longer paying for my home internet. I called ACP and was told Assurance had no right to take full payment from ACP if I was not provided a tablet. I called assurance wireless on September 13 to change data plan and was lied to that it was changed. I have called assurance wireless 8 the mes now asking to disconnect account so I can get my home internet paid and get my Tru connect account back. Assurance again lied to me on Friday saying account would be disconnected in 24 hrs and it was not. Called today and was told I have to wait another 24 the 72 hours? This company has lied to and scammed me and refuse to disconnect this account.
Business Response
Date: 10/22/2022

October 22, 2022

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

Re: *************************
       Your File 18188274
                                                                                                Assurance Wireless Account No. *********

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 or concern **************** may have experience regarding the FCCs Affordable Connectivity Program (***) and her account being canceled. The *** is a government program to increase the adoption of broadband internet access service by consumers. Only eligible consumers may enroll in Lifeline *** programs; limit one Lifeline benefit and one *** benefit per eligible household and is non-transferable across households. Eligible consumers may obtain *** service from any participating provider and may transfer their *** benefit to another participating provider at any time. For details on the *** program, visit www.***Benefit.org. It should be advised that the consumer must sign up for the benefit directly and not the provider, in addition the consumer is the one who advises where the *** discount should be applied.

Please note, Assurance Wireless outreach agents are not employees of Assurance Wireless and are employees of a third-party company. These agents work on behalf of their respective company and potential customers to apply for Lifeline and Assurance Wireless services. Some third parties offer separate products,such as upgraded devices. Please note,these transactions, payments, and handset purchases are separate from Assurance Wireless.

Our records indicate **************** applied for Assurance Wireless service on September 9, 2022, and requested Unlimited Talk, Text, and Data with Lifeline and *** benefits. ********************* approval, her account was activated the same day with our Unlimited Talk, Text, and Data for *** and Lifeline Recipients rate plan, and a handset was sent to her to use with the new account.

Further, on September 13,2022, **************** contacted our ************* to complete the activation of the handset. Additionally, **************** ported-in her mobile number ending **** to use with the handset.

On September 19, 2022, *************** contacted our ************* and requested the cancellation of the *** to her account. As such, the *** was removed from the account, and Ms. ******* account was scheduled to change to our ***** Minutes, Unlimited Text, and 4.5 GB of Data for Lifeline Recipients rate plan on October 9, 2022.

On October 2, 2022, *************** contacted our ************* and requested the cancellation of her account. As such, we cancelled Ms.******* account on October 3, 2022.

While we regret any possible misunderstanding related to the activation of Ms. ******* Assurance Wireless account,it is our position that Ms. ******* account was activated accurately and according to her request. However, we encourage **************** to contact her home internet service provider to initiate an *** transfer request. As of the date of this letter, Ms. ******* account remains cancelled. Sprint regrets any inconvenience to ****************,and we appreciate the opportunity to address her 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:10/09/2022
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Hello, I have called within the last 2 weeks regarding a replacement phone and I couldn't get into my account. To no avail I'm getting the run around. The reps are trying to tell me they can get in my account but I don't know what I'm doing and want to keep repeating that they can walk me through how to get into my account. I know how, I can read very well! Then they tell me I was suppose to receive this replacement phone on the 27th of Sept. I still haven't received it. I get told today that the phone they were sending is no longer available and that they were waiting on a different phone to come from another country. But I got no email or any type of coorespondence regarding this matter. I need a supervisor of some sort who can drive these issues immediately.
Business Response
Date: 10/22/2022
October 22, 2022

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

Re:                  ***************************
            Your File 18188269
                                                                                                             Assurance Wireless Account No. *********

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 inconvenience **************** may have experienced with accessing her online account and receiving a replacement device. Our records indicate **************** started service on May 5, 2022, with mobile number ending ****, and she was sent a handset to use with the line of service. Please note, Ms. ************* included a one-year limited-warranty provided by the manufacturer.

On September 20,2022, **************** contacted our ************* with handset and account concerns. At that time, we provided instructions for **************** to access her account portal at www.AssuranceWireless.com. Additionally, after basic troubleshooting, a replacement handset order was initiated. However, on September 22,2022, **************** device order was cancelled as the required extensive troubleshooting was not completed. Please be assured that Sprint 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 Sprint employee failed in any way to display that during **************** recent interactions with our *************.

We would further note, following a conversation with our ************* team, **************** completed the required troubleshooting, and it was determined a replacement handset was needed. Therefore, a warranty exchange order was initiated and sent to ***************** **************** activated the replacement handset on October 6, 2022. As of the date of this letter, **************** account remains active with the replacement handset that was sent to her. Sprint regrets any inconvenience to ****************, and we appreciate the opportunity to address her 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

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