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.

close

Find a Location

Sprint Now Part of T-Mobile has 3409 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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:10/09/2022

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This is a pretty simple complaint so I'll cut to the chase here:I left Sprint/******** on 05/19/2022 and transferred both numbers from them to ********Sprint/******** had to approve the transfer.I paid all remaining balances on my mother's phone and the entire account in order for them to approve the transfer.Since **** ******** has continued to send me bills for services not being rendered and now has collections appearing on my credit report. I have attempted to contact them about this, but their employees cannot seem to find my account to help me. I have done this both in person in their physical stores AND over the phone.I want ******** to stop billing **** want ******** to correct my credit report.If they do not do this, further action will follow.Refund of fees paid for the trouble and financial distress they have caused. (I have been trying to get a loan to save my apartment after personal emergencies and cannot.)The screenshots provided are first of an email bill from Sprint and the other is my account activity with ********

  Business Response

  Date: 10/19/2022

  October 19, 2022
  
  
  
  Better Business Bureau
  12639 **********************************************************************
  
  Re:      File ********, ************************* *****
                          Account 467511589,*************************
  
  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 while attempting to address his service cancellation concerns.  We appreciate the opportunity to respond. 
  
  Sprint advertises and provides services in monthly increments.  ** services are terminated before the end of the billing cycle, we do not prorate monthly service charges, nor do we provide refunds or credits for any unused minutes in the service plan.  Although ************** elected not to utilize the service following his cancellation request, the service was available to him, and the full monthly service charge is valid.  We regret that this may not have been explained to **************; however, this information is provided in our Terms and Conditions of Services
  
  Upon our review, we have no record of ************* contacting our ******************* to request the cancellation of his account prior the account being cancelled on May 20, 2022, and May 22, 2022, when his phone lines were ported out to another service provider.  Because **************** billing cycle started on May 18, 2022, he was assessed valid monthly service plan charges for May 18, 2022,until June 17, 2022, for his lines of service ending in **** and 9877.  He was also assessed late fees as reflected on his May 21, 2022, billing invoice.
  
  Because we did not receive a timely payment to satisfy **************** past-due account balance of $133.99,information related to that debt was forwarded to an outside collection agency for further collection efforts on January 21, 2022.  Upon our review of the matter, we were unable to identify a Sprint billing or processing error.
  
  We spoke with ************** on October 10, 2022 and provided the aforementioned information.  Although we maintain no Sprint error was identified in the matter, to reach an amicable resolution with **************, we applied a one-time account credit of $133.99 to offset the entire account balance.  Additionally,we verified the account is closed with a zero balance.  Further, the assigned outside collection agency will update the credit bureaus to reflect that the outstanding balance has been paid in full.  We ask that ************** please allow up to 90 days for the completion of this process.  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.  ** you have any questions, please do not hesitate to contact me directly 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 ********. I find the outcome satisfactory, but I will maintain here for all to know that I did call their center in trying to cancel the service and had to make three different calls to fully get things resolved so that Sprint would allow the transfer of one of our lines go through. We called and specifically asked to take care of any outstanding balance.

   

  What Sprint/T-mobile is not admitting to here is that their staff erred in not discloaing this or assisting previously in the request to fully close out and pay all balances. As always it is only abject excuses and explanations. Tmobile and Sprint seem incapable of owning mistakes and making them right and that pattern, exemplified here at least in their long explanation to say they made no errors, is exactly how they lost my business in the first place.

   

  Thank you for clearing the debt you did not allow me to handle when it was time.

   

  Sincerely,
  
  ************************* *****

• Initial Complaint

  Date:10/08/2022

  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 was offered upgrades on my cell phones and now they will not honor their word. They have over charged me for 3 phone lines, Two of the phones are ******* S22 and they are supposed to be $8.33 monthly for each, but they are charging me $50 monthly for each. The other phone is an iPhone 13 which is supposed to be $5,00 monthly but they are charging $26. I call several times each month for several months trying to get this fixed but to no avail. They told me to go to the corporate store near me, which I did on 10/8/22 and that store said they cant help me with this issue. Sprint ******** also keeps saying they never received the phones we turned in, which is a lie because I have the tracking number and it was delivered to them. They tried to say one phone was cracked, so they cant honor the $8.33 price, which is a lie because I took a picture before I shipped it to them. They also charged a mobile hotspot and additional line and pop socket to my account without my permission and I want to be reimbursed for that as well.

  Business Response

  Date: 10/19/2022

  October 17, 2022
  
  FILED ELECTRONICALLY
  
  Better Business Bureau
  12639 *****************,Suite 200 
  *****, ** *****
  
      Re:              *************************
  Your File No. 18187155
              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 ***************** may have experienced with her device promotional credit concern.  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.sprint.com have not deviated from the published information.  Sprint offers multiple promotions with varying awards, some of which may require device trade-in.  As per our Sprint Buyback Terms and Conditions, Sprint will not be able to return any device(s) submitted to the Program for any reason, even if customers request that Sprint return the device within the timeframes contained in the Sprint return policies.
  
  A review of the account shows that ****************** accepted a 30-month device Installment Billing Agreement (IBA) TM-********* with an Apple iPhone 13 device on October ****** at $26.67 monthly on her number ending in **** and a 24-month IBA WEB-********* for a ******* Galaxy S22 Ultra on March 1, 2022 on her number ending in **** with our Get $1000 off a ******* Galaxy GS22  with Trade-in promotion at $41.67 monthly account credit which awarded on her March 19, 2022, to May 19, 2022 invoices.  Further, our records reflect that ****************** activated another 24-month IBA TM-********* $800 off ******* Galaxy S22 with Trade-inpromotional offer, but the $33.34 monthly account credit only awarded once on the July 19, 2022, invoice.  We also confirmed ****************** traded-in a ******* Galaxy Note 10 Plus device for her number ending in ****,and that device was confirmed received with a damaged screen on April 19, 2022;and the ******* Galaxy Note 8 device that was supposedly traded-in for her number ending in **** was received in our warehouse on November 2, 2021, and identified as a wrong device model.  For these reasons, ****************** was no longer eligible for the referenced promotions and the monthly account credits were removed.
  
  We spoke with ****************** on October 14, 2022, and provided the details outlined above.  Although we were unable to identify any Sprint billing error, to resolve her billing concern we offered, and she accepted, a one-time account credit of $246.70 to offset the monthly installment charges as noted above, leaving a $32.69 credit account balance.  ****************** provided the tracking number for the ******* Galaxy S21 that she traded-in for her number ending in **** and we were able to confirm that it was received on July 20,2022.  Furthermore, we confirmed that the Apple iPhone 13 device has been receiving the $20.84 monthly account credit as expected.  Lastly, we applied a $25.00 monthly account credit on her numbers ending in **** and ****, effective on her November 2022, invoice for the 17 and 21 monthly remaining on their respective IBA.  ****************** confirmed her understanding and acceptance of our resolution to her concerns.
  
  We appreciate ****************** 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 concern to our attention.  If you have any questions, please do not hesitate to contact me by calling *************.
  
  Sincerely,
  
  
  ********************
  Executive Response
  

• Initial Complaint

  Date:10/08/2022

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On June 27th 2021, I asked Sprint/TMOBILE to change my phone number. Instead they cut off all phone service, assigned me a number I had no access to, and continued to bill me. I was driving cross country and had no phone service or GPS, so I pulled over at a ******* store and bought a plan from them. Despite having no Sprint service they continue to take money from my checking account.

  Business Response

  Date: 10/19/2022

  October 19, 2022
  
  
  
  Better Business Bureau
  12639 **************., Ste. 200
  *****, ** *****
  
  Re:      File 18186068
                           Account 188815175,*****************************
  
  To Whom It May Concern:
  
  Sprint, now part of ******** (Sprint) is in receipt of the above-referenced complaint of ******************************We regret any inconvenience **************** *** have experienced with her account billing.  We appreciate the opportunity to respond. 
  
  Our records reflect that on June 27, 2021, **************** requested to change her phone number.  At that time, her number was changed from one ending in **** to one ending in 7547.  However, it does not appear that the new number was programmed into her device, which would cause her to be unable to make or receive calls. 
  
  Our records further reflect that ****************** account remained active and continued to bill a monthly service charge until October 10, 2022, when the account was closed.  We regret any possible miscommunication that *** have occurred regarding the process for changing a phone number and maintaining services.   We applied credits totaling $858.84 to offset the disputed charges and on October 14, 2022, we processed a refund of $858.84 to ****************** banking institution.  Please note that while most banks post refunds within five business days, some smaller banks, including credit unions, *** take up to 30 days.  **************** should follow up with her bank if she has any questions.   As a result of the aforementioned actions, ****************** account is closed with a zero balance.
  
  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:10/07/2022

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Sprint had approved an exchange for a new phone as the one we received ******* pixel) had mechanical issues. We received the new phone via ***** and received a return kit for the broken phone, however, they forgot to include a return label. Ive called about every week for 2 1/2 months requesting this return label. They have now charged my account the price of the unreturned phone. I continue to call requesting the return label or even just address where to send the broken phone as I am willing to pay any shipping costs at this point. They refuse to give me an address. Ive spoken to 3 different supervisors and they only tell me they have issued ANOTHER return label. Its the same cycle every week. I dont receive the return label, I call, speak to a supervisor and they assure me a label is on the way, I wait a week and no label. Cycle had been repeating like this since August, its is now October!!

  Business Response

  Date: 10/17/2022

  October 17, 2022
  
  FILED ELECTRONICALLY
  Better Business Bureau
  12639 **************., Ste. 200
  *****, ** *****
  
  Re:      ***************************
                          File ********
                                      Sprint Account *********
  
  To Whom It May Concern:
  
  Sprint, now part of ******** (Sprint) is in receipt of the above-referenced complaint of ****************************  We regret any inconvenience **************** may have experienced with her billing.  We appreciate the opportunity to respond.
  
  To begin, **************** account was activated on October 14, 2015.  The account has three phone lines subscribed to our Everything ************************** Tax Inclusive rate plan, one watch line on our Unlimited Apple Watch - Tax Inclusive rate plan and one CellSpot on our CellSpot - Tax Inclusive rate plan.
  
  In accordance with the equipment purchase guidelines, new handsets are covered under a one-year manufacturers warranty, and reconditioned handsets are covered for six months.  If the handset has been tested by one of our technicians and is determined to have a manufacturers defect, the handset will be exchanged for a refurbished handset of the same model, if available.  If the same model is not available, it will be replaced with one of comparable value.  Warranty replacement does not extend the warranty period.  For further clarification of this issue, please refer to the Sprint Terms and Conditions of Services.  You may view the most current version of this document by accessing our web site at www.sprint.com and following the links.
  
  When a customer completed a device warranty exchange, they are required to return the device within 45 days from the date the exchange was filed.  If the device is not returned within the required timeframe, customers are assessed a Warranty Non-Return fee.We verified on August 29, 2022, **************** account was assessed a Warranty Non-Return fee of $****** after taxes for line ending in 6806. 
  During our conversation with **************** on October 10, 2022, we outlined our findings.  **************** acknowledged the information provided but advised that she has requested a return kit to send back the original device, but she has not received a return kit.  We have sent a return kit, RMA QRF82DN for device IMEI ending in **** applied to line ending in 6806.  We have adjusted the Warranty Non-Return fee of $ ****** and advised **************** that if she does not timely return the device, she will again be assessed a Warranty Non-Return fee.  **************** accepted our goodwill offer and handling of her account billing concerns.  We regret any inconvenience to *****************
  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:10/07/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In July, 2022, I went to a ******** store at ************************************************************* & was helped by Charessa. She told me I had an offer on my account for $1,000 off any IPhone with a trade-in since I had been a Sprint customer, but ********************** is now ******** & they wanted to make my transition smoother. I was going to trade my iPhone 5 in for an iPhone 13, which would have been free with my offer for $1,000 off. I asked Charessa what the expiration date was. She said there was no expiration date & iPhone 14s were coming out in September so I might as well wait. I took her advice and went back in September, 2022 to trade in my iPhone 5 for a 14. I was told by **** that my offer for $1,000 off expired on 08/31/22 & the only offer I had was for $200 off. He also mentioned a special that would require me to pay off the lease on my iPhone 5. I said what lease? I bought this iPhone years ago at a Sprint store. He told me that my iPhone had been leased and I was still making monthly payments because I didnt turn it in or pay it off within 18 months after I leased it. I bought my iPhone on 11/29/17 at a Sprint store in ** state and was told that my balance of $699.99 would be split up over a series of months and calculated into my monthly service fee. I was never told or given anything in writing that said I was agreeing to a lease contract. I called Sprint about this and was told that I had signed a lease agreement and a copy could be emailed to me. I received a copy of what is clearly from an iPad where the sales clerk scrolled to the signature box and asked me to sign a receipt on the iPad. I did not receive a copy of a lease agreement. I have not received Sprint statements in years because I started doing travel nursing in 2016 & moved often & enrolled in auto bill to my credit card. On 09/26/22, a phone rep closed my lease contract for me. I have been paying $29.99/mo for 58 months without my knowledge. Ive paid $1739.42 for a $699.99 iPhone because I was lied to.

  Business Response

  Date: 10/20/2022

  October 20, 2022
  
  
  
  Better Business Bureau 
  12639 *************, Ste 200
  *****, ** *****
  
  Re:File 18184662
  Account *********, *********************
  
   To Whom It May Concern: 
  
  Sprint, now part of ******** (Sprint) is in receipt of the above-referenced complaint of **********************  Sprint regrets any concerns ************** has with her leased device charges and device promotion concerns.  We appreciate the opportunity to respond.  
  
  Our records reflect **************** Sprint account was established on October 17, 2022, and currently has one mobile line subscribed to our *********************** plan.  
  
  Sprint launched the Sprint Flex Lease program, an option that provides qualified new and existing customers the flexibility to lease select devices for a lower monthly cost versus purchasing the device.  Lease payment varies by device and a down payment may be required and varies by customer and device.  With a ********************** Flex lease option, Sprint owns the device.  At the end of the lease term, customers can continue to lease the device on a month-to-month basis, cancel the lease and pay the Lease Device Purchase Price (DPP) (please note that this option is not available in all states) to purchase and own the device outright, return it to us, or return it to us and upgrade to the latest device.  
  
  We confirmed that **************** signed Lease Agreement clearly and conspicuously discloses that upon the satisfaction of the Lease Agreement, if she does not return the device, she will be billed a month-to-month charge, which is separate from the Device Purchase Price.  The month-to-month charge is not applied toward the Lease Device Purchase amount, which is outlined in the Terms and Conditions of her Agreement.  Once the lease is satisfied, for a limited time, customers can elect to pay the Lease Device Purchase amount via a nine-month installment option.  Customers can select this option and agree to the terms via the My Sprint app on their mobile device. 
  
  A review of the account shows on November 29, 2017, ************** accepted the terms for 18-month Sprint Flex Lease Agreement PR-L-********, on mobile number ending in ****, for an Apple iPhone 8 device.  Our records further reflect the 18-month term for **************** Sprint Flex Lease Agreement was completed in May 2019.  However, we have no record of a request to close the lease, that the device was returned, or a payment was made for the end-of-lease DPP.  Therefore, ************** continued to be billed on a month-to-month basis, per the terms of her device lease until the agreement was closed on September 16, 2022, at her request.  Based on our review, we were unable to identify a Sprint billing error and consider the lease agreement to be valid.
  
  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.sprint.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 phone numbers must qualify for the promotional offer in order to receive the promotion.
  
  Our record indicates that **************** mobile line ending in **** is eligible for our $200 off latest iPhone with TRADE IN promotion which offers eligible customers up to $200.00 off a new Apple iPhone 14 or Apple iPhone 13 series model device via monthly account credits.  To qualify, the new device must be purchased on an Installment Billing Agreement (IBA), and an eligible device must be traded in.  The monthly credit amount is based on the model of the eligible trade-in device received.  The trade-in device 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.  Please note, the trade-in device is not able to be returned.
  
  We spoke with ************** on October 17, 2022, and provided our findings outlined above.  Although we maintain no Sprint billing error was identified, to resolve the matter to **************** satisfaction, we offered to honor our now expired Sprint Select Up to $1,000 Off iPhone 12 or 13 with Trade in promotion outside of the promotional terms for her mobile line ending in ****.  This offer is contingent upon the completion of a device upgrade order to an eligible Apple iPhone device via IBA and trade-in of a qualifying device.  Upon our confirmation of an active IBA, and receipt of the trade-in device, ********************** will schedule a monthly account service credit, up to $41.67, on the mobile line ending in **** to offset a portion of the monthly installment charge through the end of the corresponding device installment term.  Please be advised that monthly service credits will begin to apply within one to two billing cycles.  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 are pleased to state that ************** accepted our goodwill offer and handling of her account billing concerns.  ************** expressed her intent to process her device upgrade order within the next 30 days.  As such, we agreed to review the account in 30 days to verify the device upgrade order and trade-in were processed and schedule the offered monthly credit accordingly.  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: 10/26/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I spoke with ****************** and accepted her offer to upgrade my iPhone 8 to any iPhone that costs $1,000 and ask for a 24 month 

  payment plan. She said my account will be credited the amount of the monthly charge for 24 months. I did upgrade my iPhone 8 to an iPhone 14 Pro and asked for the 24 month payment plan. Then I called and emailed ****************** to let her know. I hope she will follow through with her offer.

  Sincerely,
  
  *********************

• Initial Complaint

  Date:10/07/2022

  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 signed up for auto pay with my Discover Card. The money was not available on the day that ******** wanted to Deduct the $157.05. I called Discover card and told them to put the $165.00+$40.00, so now 10-07-2022, it's available on The Discover card I put for Auto Debit. ******** refuses to Debit it when I asked them to. ******** keeps letting their workers harass me. I have not given ******** workers a good survey. I hate ******** customer service workers. I hate to even speak with them I THINK THAT IS WHY I KEEP HAVING MY BILLS WITH ******** BECOME BACKED UP AND DELAYED. THIS HAPPENED 2 MONTHS AGO, THEN I HAD TO PAY 2 MONTHS AT ONCE . I HATE ******** CUSTOMER SERVICE WORKERS. I THINK THEY ARE STUPID AS WELL AS ERROGANT.

  Business Response

  Date: 10/20/2022

  October 20, 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 8, 2022, regarding the above-referenced account.  Please be advised we have made attempts to contact ****************, which have proven unsuccessful.  As such, we will make every effort to address the concerns within this letter.
  
  ******** regrets any inconvenience **************** experienced regarding billing and payments, and we appreciate the opportunity to address her concerns.  Please be advised, ******** provides several options for customers to pay outstanding charges.  Customers can make a payment via electronic check or credit card online via www.mytmobile.com, or over the phone either through the Interactive Voice Response (IVR) or with our Team of Experts (TEX).  Customers may also remit a payment in-person at one of our local retail store locations or by mail to the payment lockbox address on their billing statement remittance slip.  
  
  ********s records reflect that **************** was enrolled in AutoPay between November 5, 2021, and May 18, 2022, and from July 8, 2022, to August 24, 2022.  AutoPay automatically deducts the balance owed on the account approximately two to three days prior to the bill due date using a stored credit card, debit card or checking account supplied by the customer.  Customers continue to receive notifications that reflect the balance due as well as a notation that the account is on AutoPay.  Notifications are sent to the primary active line of service.  
  
  The billing statement dated July 17, 2022, reflected a total balance owed of $150.12 for monthly recurring charges and equipment, due no later than August 8, 2022.  At this time, ****************** account was enrolled in AutoPay via her checking account ending in 9947.  On August 7, 2022, via AutoPay, **************** remitted a payment of $150.12, updating the account balance to zero.  
  
  The billing statement dated August 16, 2022, reflected a total balance owed of $161.62 for monthly recurring charges and equipment, due no later than September 8, 2022.  Later that same day, ******** received notification that this payment remitted on August 7, 2022, in the amount of $150.12 was returned unpaid by the financial institution.  As such, the amount was re-posted to ****************** account, updating the accounts balance to $311.74.
  
  On August 24, 2022, **************** entered into a two-part payment arrangement for the balance of $311.74.  The first installment of $155.87 was to be paid by September 7, 2022, and the second payment of $155.87 to be paid by September 21, 2022.  Please note, while on a payment arrangement, accounts are automatically removed from AutoPay and customer will need to re-enroll once the payment arrangement is completed.  
  
  On September 1, 2022, ************** remitted a payment of $156.00, satisfying the first installment of the previously mentioned payment arrangement.  Additionally, on September 8, 2022, ************** remitted a payment of $155.74 satisfying the second part of the payment arrangement, updating the balance to zero.
  
  The billing statement dated September 16, 2022, reflected a total balance owed of $182.05 for monthly recurring charges and equipment, due no later than October 8, 2022.  On September 19, 2022, **************** re-enrolled in AutoPay, and our review shows the account remains enrolled in AutoPay.  Furthermore, on this same day, pursuant to ****************** request, ********s updated her accounts rate plan to the Magenta *** rate plan to be effective September 16, 2022.  As the rate plan change was made effective immediately, the following billing statement would include prorated charges for the new rate plan.
  
  On October 5, 2022, due to an unrelated issue, ******** issued a one-time adjustment of $25.00, updating the account balance of $157.05.  On October 6, 2022, via AutoPay, ******** attempted to automatically withdraw $157.05 from Ms. ****** selected payment method (Discover Card ending in 0808).  Regretfully, this attempt was not successful.
  
  On October 7, 2022, records reflect **************** contacted ********; however, as the interaction with both parties was disconnected, there were no changes to the account.  ******** attempted to reach ****************; however, our attempts were unsuccessful, and we regret any inconvenience this may have caused.  
  
  On October 11, 2022, as ************** inquired about her ******** billing statement, she remitted a payment in the amount of $157.05, updating her account balance to zero.  Please note, as ******** received the above-mentioned payment late, a late fee may be later assessed to the account.
  
  The billing statement dated October 16, 2022, reflected a total balance owed of $378.53.  This balance consisted of a prorated monthly recurring charges for services billed from September 16, 2022, through October 15, 2022, for the updated rate plan, and for services billed from October 16, 2022, through November 15, 2022, equipment, and $2.07 for a late fee.
  
  It is ********s position **************** has been correctly billed in accordance with the selected rate plans, features, equipment, taxes, and fees.  Nevertheless, in an effort to amicably address her concerns, on October 20, 2022, ******** issued a credit in the amount of $2.07 for the above-mentioned late fee, updating the accounts balance to $376.46.  As of the date of this letter, ****************** account remains active with a balance owed of $376.46 due no later than November 8, 2022. 
  
  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 interactions with TEX.
  
  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.
  
  *******************************
  Executive Response
  
  

• Initial Complaint

  Date:10/07/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I started having mechanical issues with one of my cell phones 8/22. I was told by ******** (store) file a claim. I filed a claim (9/12 ********) with Assurant (the insurance portion of ********* then I was told they could not help me since my issue was mechanical. They redirected me back to ********, the person told me the phone would be sent to me in 2 days. I have never received the new device. I have been on the phone and chats over the last two months, spoken to numerous personnel from Assurant and ********, neither company want to take responsibility for send me the device I was promised. I am still inconvenience because the phone only charges sometimes. I spend over ****** a month for services with these company and no one has helped me yet. I even went back to the local store this past weekend (10/1) and was told I could not get a new device from them and ******** does not have technicians to work on devices within the stores anymore. Too top off things, I received a "Notice of Account Change" stating please send us your warranted device within 45 days to receive credits due and avoid non-return fees. I never got the new device. I have asked on several occasion to the *************************** sales personnel to just send me the device and all I get is You need to start a new claim with Assurant, even after I explain to them that this company says they do not handle mechanical issues. I have been with Sprint for 20+ years and never have had any issues like this. I want so badly to get out from under this company because it shows me that if anything happens to my 4 phone devices, we will be handled with no care or concern. These companies T/Mobile and Assurant has shown me they are liars. I will await to see if there is any resolution and start looking for other options for my phone provider.

  Business Response

  Date: 10/19/2022

  October 19, 2022
  
  
  
  Better Business Bureau
  12639 **************., Ste. 200
  *****, ** ***** 
  
  Re:File 18183816 
  Account *********, ***********************
  
  To Whom It May Concern: 
  
  Sprint, now part of ******** (Sprint) is in receipt of the above-referenced complaint of ************************  We regret any inconvenience **************** may have experienced with her device concerns.  We appreciate the opportunity to respond.  
  
  A review of the account shows it was opened on December 20, ****, and currently has four mobile lines of service subscribed to our Unlimited Freedom rate plan.  
  
  ******** regrets to hear that ******************** ******** Revvl 4+ is not functioning as expected and that she has requested a replacement device.  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.  
  
  Since **************** subscribes to Protection<360> on her phone number ending in ****, and she is experiencing a problem with her device, **************** may visit her local ************** Experience (***) 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.  If a repair is not possible, a *** technician may be able to assist with processing an exchange or advising **************** of any alternative warranty replacement options.  Please note, customers must attempt to visit a *** location before they are eligible for a Ship-to Exchange.  If a customer does not live near a *** location, we can assist with repair options, or **************** can contact Assurant directly toll free at **************.  
  
  Upon our review of the account, we confirmed on September 14, 2022, **************** reported an issue with her ******** Revvl 4+ device on her mobile line ending in ****.  Our records confirmed a claim for a replacement device was submitted on September 13, 2022; however, the order has not shipped to date.
  
  We made several attempts to reach **************** at the telephone number and e-mail provided in her inquiry.  Regrettably, our contact attempts have not been successful and we have not received a return call from *****************  In our effort to resolve the matter, we processed a warranty replacement device order on October 9, 2022.  Additionally, we confirmed the order was delivered to the billing address of record on October 11, 2022.  We welcome **************** to contact us at the number provided below should she have any questions regarding this matter, or she need assistance with activating the replacement device.  **************** will be expected to provide the account PIN or an answer to the account security question at the time of her call.  We regret any inconvenience to *****************
  
  Based upon the foregoing, we respectfully request that this complaint against Sprint be closed. 
  
  Thank you for bringing this matter to our attention.  If you have any questions, please do not hesitate to contact me directly by calling ************.  
  
  
  Sincerely,  
  
  
  *********************
  Executive Response  
  

• Initial Complaint

  Date:10/07/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I called to close my account with Tmobile in January. The Rep offered me a half priced S21 promotion on 2 lines which I accepted. Upon receiving the phones I decided to return one as well as 2 more which I didn't realize I was being charged for - Tmobile refunded me for the charges. Though Tmobile confirmed it had received my devices I have continued to be charged full price for both S21's and one of the other phones I had returned. Since February I have had over 24 interactions at over 30 hours on the phone with Tmobile, have spoken to a half dozen managers and have been told this issue would be escalated and resolved. I received a refund of over $400 in July for Tmobile's mistakes but no changes have been made to my bill. Despite having autopay for over 4 years my service has been disconnected 3 times for nonpayment without notice and each time I have to call, repeat the issue, I'm told it will be resolved then my bill is inevitably the same. Most customer service reps try to discourage me from speaking with a supervisor though none of them have been able to help. Tmobile has outsourced customer service to the *********** and the individuals that field these complaints are either inept or indifferent. This has been hands downs the worse customer service I have ever had.

  Business Response

  Date: 10/20/2022

  October 20, 2022
  
  
  
  Better Business Bureau
  12639 *****************, Suite 200
  *****, ** *****
  
  Re:  File 18182988
                      Account *********, ***********************
   
  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 ************** related to 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.sprint.com have not deviated from the published information.  Sprint offers multiple promotions with varying awards, some of which may require a device trade-in.  
  
  A review of the account shows that ************** accepted two 24-month device Installment Billing Agreements (IBA), TM-********* on his number ending in **** and TM-********* on his number ending in ****, on January 14, 2022, and January 21, 2022, respectively.  He also accepted our Up to $400 off our best 5G ******* phones with Turn-in upgrade promotional offer for the noted lines.  As part of the promotion customers could get up to $400.00 off a qualifying ******* Galaxy device via monthly adjustment credit (MAC) when the device is purchased on an Installment Billing Agreement (IBA) and with the trade-in of an eligible device.  The monthly credit amount is based on the model of the eligible trade-in device received.  The trade-in device must be unlocked, not marked lost/stolen, in good working condition, and has the Find My iPhone feature or the anti-theft turned off to qualify.  Our records confirmed ************** turned in two eligible devices for his mobile lines ending in **** and ****.  Further, our review determined the promotional credit was awarding accordingly on the mobile line ending in ****; however, because the device on mobile line ending in **** was exchanged on February 8, 2022, and a new **** TM-*********, was accepted, the promotional credit did not award on the noted line.
  
  Our review also determined that on July 13, 2022, ************** device return associated with IBA TM-*********, on mobile line ending in ****, was received and processed at our warehouse.  Subsequently, a $524.97 account credit was applied to offset the accelerated cancellation charge, and a $117.00 account credit was applied to offset the associated monthly installment charges billed as reflected on the February 2022 through July 2022 invoices.     
  
  We spoke with ************** on October 14, 2022, and provided the details outlined above.  To resolve his billing concerns we offered, and he accepted, a one-time $87.54 account service credit to offset a portion of the monthly device installment charge billed on mobile line ending in **** as reflected on the April 2022 through September 2022 invoices.  Additionally, we scheduled a $14.59 monthly account service credit on the line ending in **** for the 16 remaining months of the **** to offset a portion the device installment charge.  ************** also noted that he returned the ******* Galaxy S10 device associated with Sprint Flex Lease Agreement COS-L-157147476.  Although we have no record of the device return, to bring absolute closure to the matter, we closed the noted lease agreement and applied a one-time $112.50 account service credit to offset the Fair Market Value charge assessed when the agreement was closed, designating the device paid in full.  ************** accepted our goodwill offer and confirmed with these actions his account billing concerns were fully addressed.  We regret any inconvenience to ***************  
  
  Based upon the foregoing, we respectfully request that this complaint against Sprint be closed. 
  
  Thank you for bringing this concern to our attention.  If you have any questions, please do not hesitate to contact me by calling **************. 
  
  
  Sincerely,
  
  
  *****************************
  Executive Response

• Initial Complaint

  Date:10/07/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My iCloud account got hacked. I went to the nearest ******** store for help. The two gentlemen told me I needed to go to a sprint store since my phone plan originated from a sprint store. Upon my return one of the gentlemen asked me how important my phone number was. I answered 17 years important. They both claimed they didnt know how to fix my phone or cloud hacking and Id be better off just going to a new service provider and starting over with a new number. I had some issues with my bill prior to this and got so frustrated that I requested to be put on a month to month.billing cycle so that I could end my service as soon as I found something different. I was instructed to call to make that request. Once I did that I should have been allowed to end service

  Business Response

  Date: 10/19/2022

  October 19, 2022
  
  
  
  Better Business Bureau
  12639 *****************, Suite 200 
  *****,** *****
  
  Re:  File No. 18182989
                      Account No. 547960491,**************************
  
  To Whom It May Concern:
  
  Sprint,now part of ******** (Sprint) is in receipt of the above-referenced complaint of ***************************  We regret any inconvenience **************** may have experienced with her account concerns.  We appreciate the opportunity to respond. 
  
  A review of the account shows that **************** two mobile numbers ending in **** and **** were canceled due to non-payment on January 12, 2021.  Our records reflect that prior to the cancellation, **************** had a $419.36 past due balance reflected on her November 15, 2020, bill due to non-payment of her September and October 2020 bills.  Upon the suspension of the account on November 15, 2020, the account continued to be assessed $59.77 monthly device lease charges for November 2020 and December 2020.  These charges were associated with device two ******** Lease Agreements, COS-L-H113406252 and COS-L-H11340****, which were activated on September 8, 2018, with Apple iPhone 8 Plus devices on her numbers ending in **** and ****, respectively. 
  
  Sprint launched the Sprint Flex Lease program, an option that provides qualified new and existing customers the flexibility to lease select devices for a lower monthly cost versus purchasing the device.  Lease payment varies by device and a down payment may be required and varies by customer and device.  With a ********************** Flex lease option, Sprint owns the device.  At the end of the lease term, customers can continue to lease the device on a month-to-month basis,cancel the lease and pay the Lease Device Purchase Price (DPP) (please note that this option is not available in all states) to purchase and own the device outright, return it to us, or return it to us and upgrade to the latest device.  For further information regarding Sprint leasing options, please visit www.sprint.com/lease.
  
  Our records also reflect that Ms. ************* balance in the amount of $690.78 was referred to a third-party collection agency on December 5, 2020.  Because there was no payment made on the account, the two mobile numbers were canceled and a total $161.00 in Fair Market Value Charges for the two leased devices were assessed to the account on the January 12, 2021, to bring the total unpaid account balance to $874.52, including late payment fees.  Please note, on December 5, 2021, the past due account balance was reassigned to another third-party collection agency,Enhanced ********************* with contact number, **************.  And last, we have no record of **************** reporting any type of hacking on her Sprint devices.  Based on this review, we were unable to identify a Sprint billing error on **************** account. 
  
  Our attempts to reach **************** regarding her concern via phone and e-mail on October 10,2022, October 12, 2022, and October 14, 2022, to provide the information detailed above were unsuccessful.  Unfortunately,we have not received a return call from *****************  Therefore, we ask that she contact us at the phone number provided below at her earliest convenience if she has any outstanding concerns.  She will be expected to provide her account PIN or an answer to an account security question when she calls us.
  
  Based upon the foregoing, we respectfully request that this complaint against Sprint be closed.
  
  Thank you for bringing this concern to our attention.  If you have any questions, please do not hesitate to contact me by calling **************.
  
  
  Sincerely,
  
  
  ********************
  Executive Response
  

• Initial Complaint

  Date:10/07/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had a phone that broke so a friend of mine gave me a perfectly good apple Iphone and I hooked it up to my account and it worked and then the service totally went out and the phone is a working phone and they claim because it is on a 4g network that is why I am experiencing these issues. I cant make or receive calls when I place them, I am not getting the calls. I have 3 children that are grade school age and I cannot be contacted by teachers in case of emergencies. I am a federal employee whom works out in the field and cannot reach management if there is incidents or occurrences. I pay this phone bill every month and have been for more than 7 years and I would expect better results from this company.

  Business Response

  Date: 10/18/2022

  October 18, 2022
  
  
  
  Better Business Bureau
  12639 **********************************************************************
  
  Re:      File 18182830
              Account *********, *****************************
  
  To Whom It May ********
  
  Sprint, now part of ******** (Sprint) is in receipt of the above-referenced complaint *****************************.  We regret any inconvenience ****************** may have experienced with his Apple iPhone device.  We appreciate the opportunity to respond. 
  
  To begin, Mr. ******** Sprint account was activated on October 11, 2012.  He has two phone lines that are subscribed to the Unlimited Freedom-********************* plan.  He also has a mobile broadband device that is subscribed to a service plan that includes 200 gigabytes of data.  And last, all of Mr. ******** wireless devices subscribe to the Protection<360>. 
  
  ******** regrets to hear that Mr. ******** Apple iPhone XS device is not functioning as expected and that he has requested a replacement device.  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.  Since ***************** subscribes to Protection<360>on his phone number ending ****, and he is experiencing a problem with his device, he can contact Assurant directly toll free at ************** for information on service and repair options for his device. 
  
  We have made multiple attempts to reach ****************** regarding his concerns via phone and e-mail.  Unfortunately, we have not received a return call from ******************  Therefore, we ask that ****************** contact us at the number provided below at his earliest convenience if he has any outstanding concerns. He will be expected to provide his PIN or an answer to an account security question when he calls us.
  
  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