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:10/07/2022
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.
I have been with Sprint for 17 years and for this last year of ******** transition, the service has been horrendous, i have 4 devices with this company and paying good money for the services and I can never get help with the service they are constantly telling me that it is the towers or the sim cards etc.... but with all the changes and transitions nothing has helped, 3 months ago I was convinced to upgrade and I am still experiencing the same issues with all the new devices the new sim cards and I am just disgusting with the treatment I have endured being such a loyal customer! I have 4 children and they all have devices for emergency purposes but at times all of them are unreachable at times of emergency or urgent matters due to the disruption of accurate services. Please help me seek reparations in this matter of injustice.
Business Response
Date: 10/17/2022
October 17, 2022

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

Re:      File 18182676
                        Account XXXXX4934,Tekeva ******

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 recent network experience. We appreciate the opportunity to respond.
Sprint and ******** merged in April 2020 with a commitment to build the best 5G network. Since then, weve worked to combine Sprints assets with ********s to deliver a transformative 5G network experience from big cities to small towns and places in between and we are moving quickly to build our most advanced network ever. Now ******** has the largest and fastest 5G network according to data from several third-party benchmarking companies. On top of that, ********s 4G LTE network covers 99% of consumers domestically. Learn more about our 5G network nationwide network poised to bring 5G to consumers and businesses alike in both urban areas and underserved rural communities, by visiting https://www.t-mobile.com/coverage/4g-lte-5g-networks. This combination promises to deliver more bandwidth than before.
In addition, ******** network modernization upgrades and improves our network towers to newer and faster technology. Our goal is to build a transformative nationwide 5G network for all consumers and phasing out 3G CDMA technology is part of the plan. ******** began notifying customers more than six months before the March 31, 2022,retirement date, and efforts to decommission the legacy Sprint CDMA network are on-going including similar notices for the Sprint LTE network retirement on June 30, 2022. This will free up valuable nationwide spectrum for ********s LTE and 5G networks, and it gives customers a higher capacity, faster, and more reliable network.
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.

As stated in our Terms and Conditions of Service, which can be viewed at www.********.com, the coverage,quality of wireless services, and data speeds may be affected by conditions beyond our control. Wireless services cannot be regularly transmitted through concrete structures such as buildings,basements, walls, and various other structures. As a result, customers may have trouble making or receiving calls when indoors. In addition, data coverage is not available everywhere and service speeds are not guaranteed. Service speeds may depend on the service purchased and actual speeds will vary. Estimating wireless coverage, signal strength, and service speed is not an exact science. There are gaps within our estimated coverage areas that, along with other factors both within and beyond our control, which may result in dropped and blocked connections, slower service speeds, or otherwise impact the quality of service. With respect, the nature of wireless signal prevents any carrier from providing seamless coverage. Sprint has made no warranty or guarantee of the same.

We regret that Ms. ******* experience with service in her local calling area is falling short of her wireless communication expectations. We constantly monitor our network for service and capacity-related issues and work diligently to address any issues we identify or are brought to our attention by our customers. We investigated ****************** network concerns and found that the billing address of record is located in a Faircoverage area. As a result, she can reasonably expect some outdoor connectivity, and that the signal strength may vary as she gets further from our cell sites. However, it is important to note that certain areas may have limited or no coverage and various factors such as terrain,foliage, and buildings may affect actual coverage in a particular area even when estimated to be within 'best' coverage. Further, our investigation revealed that our network at the referenced location is operating within normal parameters.

Because of the network experience **************** described, and in appreciation of her long-time patronage, we applied credits totaling $785.00 to her account to offset two monthly charges. **************** will see these credits reflected on her following invoices until depleted.

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

Customer Answer
Date: 10/17/2022

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,

Tekeva ******
Initial Complaint
Date:10/07/2022
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On August 2020 we upgrade our phones. We returned 3 phones as part of a trade in agreement with Sprint. All 3 phones were returned in one box which was provided by Sprint and shipped via *** utilizing the label provided by Sprint. One of the phones in box were marked as received by Sprint but the other 2 were not even though the 3 phones were in the same box. Sprint has been charging me a monthly fee of $41.67 for an IPHONE X and $29.17 for an IPHONE 8 from August 2020 to the present, even though the phones were returned and the Leases were completed. I contacted them on 03/15/2021 ref# i2079909382, 04/13/2021 and 10/07/2022 ref# i2757414273 and each time was assured the charges would be removed from my account and a refund will be issued but nothing is actually done. I continue to be charged monthly for 2 phones I returned. I am asking for help to have the phones removed from my account and a refund from Aug. 2020 to present for the monthly charges ($41.67 + $29.17= $70.84 x 27 months= $1,912.68 The account number is ********* and it's under the name of Pine Island Dental.
Business Response
Date: 10/21/2022
October 21, 2022

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

Re: File 18182504,*****************************
Account XXXXX8786, Pine Island Dental INC.

To Whom It May Concern:

Sprint,now part of ******** (Sprint) is in receipt of the above-referenced complaint of ***************************** on behalf of the business account for Pine Island Dental INC.We regret any inconvenience that ****************** may have experienced with her device billing concerns. We appreciate the opportunity to respond.

A review of the account shows it was established on February 4, 2017, with six voice lines subscribed to our Unlimited Freedom for **************** 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.

A review of the account shows Lease Agreement PR-L-******** for an Apple iPhone X 64GB and Lease Agreement PR-L-******** for an Apple iPhone 8 64GB were being assessed charges of $41.67 and $29.17, respectively, through their applicable lease terms. We confirmed ****************** traded in two Apple iPhone 8 64GB devices on August 13, 2020 but did not receive a monthly equipment credit on the phone numbers in question. Additionally, we have no record of ***************** contacting Sprint to either purchase or return the leased devices after the respective Lease Agreements were fulfilled. As a result, the Lease Agreements continued to bill on a month-to-month basis.

To address Ms. ******** device billing and promotion concerns, on October 15,2022, our ************* team canceled the Lease Agreements in question and applied an account credit of $1,895.00 to honor the device promotion that ***************** described. The account credit also includes a portion of device charges that were assessed to the account after the leases were fulfilled.

We made multiple attempts to contact ****************** at the number provided in her inquiry to confirm her account concerns have been address to her satisfaction. Regrettably, we were unsuccessful in reaching her. We value ****************** as our customer and look forward to speaking with her if this matter remains unresolved. We invite ****************** to contact us at the number provided below at her earliest convenience. ****************** will be expected to provide the account PIN or the answer to an account security question when she contacts our office.

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

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

Sincerely,

****************
Executive Response
Initial Complaint
Date:10/07/2022
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.
On 09/16/2022, my husband and myself went into the Sprint *************************) location to switch my husbands cellphone to the new cellphone we purchased on 09/11/2022. During this transaction, the cellphone plan was changed without my authorization by Store Representative, ***************************. ************** informed us he was changing the plan to include Amazon Prime at no additional cost to us. On 09/25/2022, I received the new bill (08/21/22-09/20/22) and noticed the bill increased from $255.45 to $323.06. After careful review I noticed the bill increased because the plan had been changed from the ******** Unlimited Plan to Sprint ******************* ******************* plan - ******** Unlimited Plan line 1: $75; line: 2 $50; lines ****: $30 ($155)Switch - Sprint ******************* *********** line 1: $90; line: 2 $60; lines 3-8: $35 ($185)I immediately contacted Sprint ***************) and spoke with Representative, **** transaction #: I225485591. **** informed me she was able to resolve the issue because the *********** Store Representative did not note the account of the change, I needed to go back to the store and speak with the store manager. **** was able to conference call the store (***********, **) and we spoke with Representative, ***************************. **** informed ************** of the following:* Plan changed without customers authorization * Selected plan is higher than previous plan * No notes documented on the account about the transaction * Promotion removed on line #**** courtesy discount (9 of 33) $27.78 **** asked ************** to go back an note the account. Once the notes are updated in the system, she would be able to escalate the transaction to have the plan changed back to the previous plan. ************** apologized and started he was not able to see the cost of the previous plan or any credits/promotions that I was receiving on the account. For the inconvenience ************** offered writer a one-time $30.00 credit.
Business Response
Date: 10/19/2022
October 19, 2021

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

Re: File 18182085
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 price plan 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 will occasionally extend targeted promotional offers to a specific account or lines of service on an account. However, the targeted account or phones numbers must qualify for the promotional offer to receive the promotion.

A review of the account shows that **************** subscribed to our Unlimited Plan with Taxes and Fees Inclusive on March 21, 2021. Our records reflect that the price plan was updated to Sprint *** on September 16,2022, when she accepted a 24-month device Installment Billing Agreement (IBA)COS-253255774 with a ******* ************* 4 device on her mobile number ending in ****. We confirmed that her monthly bill increased by $30.00 because the price plan was changed at the middle of her billing cycle. In addition, a $27.78 monthly account credit dropped off her number ending in **** during the price plan change.

We spoke with **************** on October 7, 2021, and provided the information outlined above. She then stated that she would like to switch back to her previous price plan noted above. To resolve her concern, we applied a $30.00 account credit due to the monthly service charge proration. We also schedule her price plan change to the Unlimited Plan with Taxes and Fees Inclusive effective October 21, 2022. And last, we scheduled a $27.78 monthly account credit on her mobile number ending in **** for the next 25 months. **************** accepted our resolution and confirmed her satisfaction.

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

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

Sincerely,

********************
Executive Response
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:10/07/2022
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 went on a cruise and got the international plan I used my phone on the cruise not knowing I would be charged beyond insane rates, I have been a customer of ********************** cell phone services for over 25 years and they did not explain the crazy charges before I went on my cruise when I received a text stating I owe $1,289 for 2 10 minute phone calls I was so upset and crying my vacation was ruined due to being informed of these charges when I got home the charges suddenly climbed up to $1,700 which no one in this world has a cell phone bill this high. I informed them they should waive the fees as they did not explain the high rates using my cell phone on the water on the cruise and my international plan only worked on land. They said no these are legit charges I spoke with them for days on end hours on end and they are robbing me this high rate of $1,700 I feel I was mis informed as no one explained to me about high rates on the water while cruising on a cruise I have not vacationed for over 20 years on a cruise and I was not informed vital information. They only informed after the crazy charges were applied. The customer service number is ************** I want these crazy charges waived and I will take my business elsewhere they did not look out for me as a customer they took advantage of my vacation and made my experience vacationing a horrible one. Which the cell phone bill is more expensive than my entire vacation including flights.
Business Response
Date: 10/19/2022

October 19, 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 7, 2022, regarding the above-referenced account.

******** regrets any concerns ****************** has experienced regarding the above-referenced account. ******** has reviewed ******************** account and charges for the mobile number ending in ****. Between September 12, 2022, through September 14, 2022, the line of service ending in **** was assessed charges totaling $1,535.01 for international voice and text message charges and applicable taxes.

Please note, calls made or received while the handset is roaming on a cruise ship are billed at a rate of $5.99 per minute and sending texts is billed at $0.50 each, even if the ship is at dock in **** waters. Receiving texts incurs no charge and these are deducted from the domestic text allotment. These rates apply while the handset is powered on as calls and texts are traditionally routed to the cruise ships network. More information regarding coverage and rates while on a cruise ship can be found at https://www.t-mobile.com/cell-phone-plans/international-roaming-plans/cruises.

******** records confirmed that ****************** contacted our Team of Experts (TEX) on September 10, 2022, and was provided details regarding roaming coverage while on a cruise ship, and steps to avoid unwanted charges. At that time, ****************** purchased a ******** 5GB International Pass for $35.00 to use while on land at her three destinations. Based on the above, it is ********s position the charges incurred for usage while on a cruise ship are valid and owed.

To resolve ******************** concerns, ******** offered to set up payment arrangements for the balance owed, and placed a 90 day hold on the account to allow ****************** time to remit payment for the balance and monthly recurring charges, without experiencing service interruption or additional collection activity. Upon speaking to ****************** on October 10, 2022, ******** provided the above information ****************** indicated she had no additional questions or concerns regarding this matter. We regret any inconvenience to *******************

Based on the foregoing, we respectfully request this complaint against ******** be closed.

Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at ************.

Very truly yours,

T-MOBILE USA, INC.

*******************
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 have am a ******** and I have experienced poor customer service. My cell phone was broken and I went to the ******** store and was told to contact the *************** in which I did on Oct 3rd. I spent 2 1/2 hours on the phone. I went to the store on Oct 5th to pick up the phone and was told the *** mistakenly submitted the incorrect form so If I took the phone from the store there would be a $200 charge. I called the insurance ***** to inform them as to what I was told and I would have to wait another 2 business days in order for the phone to be shipped & received. I have been without a phone for 5 days now or longer. *** training is needed for out sourcing people. They are reading from a script and are confused and have heavy accents in which can not be understood as to what they are saying. However, this is just some of the disappointment and unsatisfactory issues that are occurring.
Business Response
Date: 10/18/2022
October 18, 2022

FILED ELECTRONICALLY

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

Re: *********************************
******** Account Holder: ***********************
Your File No. ********
******** Account No. *********

To Whom It May Concern:

******** ********* (********) is in receipt of your correspondence dated October 7, 2022, regarding the above-referenced account. Please be advised ******** records indicate the account holder of record is ***********************, and he has designated ********************************* as an authorized user of the account. Please note, we have made attempts to contact ************************, which have proven unsuccessful. As such, ******** will make every effort to address Ms. *********** concerns within this letter.

******** regrets any concerns ************************ has regarding her handset. We appreciate the opportunity to respond.

Our records reflect on October 3, 2022, ************************ contacted her Team of Experts (TEX) regarding an issue she was experiencing with her ******* Galaxy A11 handset, and a warranty exchange order was completed. It should be noted the limited warranty covers electrical and mechanical issues only, and does not cover physical or liquid damage. For devices not covered by the limited warranty, customers subscribed to a device protection feature can file a claim with Assurant, our device protection partner, to receive a replacement device with a deductible. Our review shows ************************ is subscribed to a device protection feature for $7.00 per month.

Ms. *********** ******* Galaxy A11 warranty exchange handset was shipped to our retail store location and arrived on October 5, 2022. Upon inspection of Ms. *********** ******* Galaxy A11 handset, it was determined that the charging port was damaged, which is not covered by the limited warranty. ************************ was advised to contact Assurant to file a claim for a replacement handset.

On October 8, 2022, ************************ contacted Assurant and filed a replacement claim. Our records show the claim was approved and a replacement ******* Galaxy A11 handset was shipped via Federal Express with an estimated delivery date of October 10, 2022.

We appreciate Ms. *********** feedback regarding her experience. 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 Ms. *********** recent contact with ********. ******** regrets any inconvenience this matter may have caused *************************

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:Billing 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.
It pays my attention that the following accounts are inaccurate. I am a consumer by law. I am not happy about what I saw. This hurt my credentials as a consumer. I am not aware from those account. Here are the listed details of the account with discrepancies:Account Name SPRINT Balance $2,186.00 Account Number *********
Business Response
Date: 10/18/2022

October 18,2022

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

Re: File 18180774
Account XXXXX8960, *******************************

To Whom It May ********

Sprint, now part of ******** (Sprint) is in receipt of the above-referenced complaint of ******************************** Sprint regrets any inconvenience ************************ may have experienced with his account billing concerns. We appreciate the opportunity to respond.

************************ stablished his account on January 6, 2012. The account had five phone lines subscribed to our ************************* plan. He also had one tablet line subscribed to our Unlimited Tablet with 10 GB ************ plan.

Please note, ************************ elected to port three of his four lines of service to another carrier on February 14, 2022. ******** Mr. *********** line ending in **** and tablet line remained active until May 12, 2022. As a result of the cancelations of these lines, the associated device ********************** Flex Lease Agreements were also closed, and the remaining equipment charges totaling $1,062.14 were assessed to his account and reflected on the May 31, 2022, invoice.

Upon further review of our records, Mr. *********** account currently has an outstanding balance of $2,186.78, which consists of an unpaid service charges incurred between January 31, 2022, through June 22, 2022, late payment fees and the remaining equipment charges for the leased devices. The outstanding balance is valid and payable to Sprint.

As stated in our Terms and Conditions of Services, payments are due as stated on our customers bill. Services may be interrupted if a customers account is past due. We realize that situations may arise that prevent customers from making the required payment by their due date and we can assist with payment arrangements if available. Sprint reserves the right to suspend or terminate services due to late payment,exceeding an Account Spending Limit, or non-payment towards a past due balance. Additionally, the customer may be assessed a reconnect fee upon reactivation and late fees on past due balances.

We made multiple attempts to contact ************************ via email. Unfortunately,we were unable to reach him, and we have not received a return call from *********************** to date. Therefore, we ask that he contact us at the number provided below at his earliest convenience should he need further assistance. *********************** will be expected to provide the account PIN or an answer to an account security question when he calls us. We regret any inconvenience this matter caused

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

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

Sincerely,

******************
Executive Response
Initial Complaint
Date:10/06/2022
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am filing this complaint because I have been targeted and retaliated against by the dfeh and now they also got ******** in it because they do not want me to get my phone bill so it can prove my legal matter against the dfeh which will be in court and ******** is now holding my entire bill I asked for March of 2021 till to June 2022 I have not received none of my bill and I'm asking for ******** to be written up for holding my property
Business Response
Date: 10/19/2022

October 19, 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 7, 2022, regarding the above-referenced account.

******** regrets any inconvenience Mr. ******* experienced regarding his billing reprints, and we appreciate the opportunity to address his concerns. ******** records reflect that ****************** activated the above-referenced account on March 30, 2021, which reflected two voice lines ending in **** and **** which were subscribed to a ******** Magenta taxes inclusive unlimited talk, text, and data rate plan for $130.00. ******************** account also reflected a Mobile Internet (MI) line ending in **** which was subscribed to a ******** Mobile Internet 500MB taxes inclusive rate plan for $10.00 per month.

******************** billing statement dated October 31, 2021, reflected a total balance in the amount of $350.00. Please note that $210.00 was considered past due. ****************** was assessed charges in the amount of $140.00 which included monthly recurring charges which were due by November 21, 2021. Our records reflect that ****************** cancelled the MI line ending in **** as of November 10, 2021, when he elected to port this line to an alternate service provider.

******************** billing statement dated December 1, 2021, reflected a total balance in the amount of $480.00. Please note that $350.00 was considered past due. ****************** was assessed charges in the amount of $130.00 which included monthly recurring charges which were due by December 21, 2021. ****************** remitted a payment in the amount of $130.00 on December 16, 2021, resulting in an updated balance in the amount of $350.00.

******************** billing statement dated December 31, 2022, reflected a total balance in the amount of $517.40. Please note that $350.00 was considered past due. ****************** was assessed charges in the amount of $167.40 which included monthly recurring charges, the Protection 360 feature added to the mobile numbers ending in ****, and a warranty processing fee associated with a warranty exchange filed as of December 7, 2021, for an Apple iPhone 12 ************* Gray handset on the mobile number ending in ****. The balance reflected on this billing statement was due by January 21, 2022.

On January 30, 2022, the mobile number ending in **** was cancelled pursuant to ******************** request and the remaining line ending in **** was enrolled in the ******** Magenta taxes inclusive unlimited talk, text, and data single line rate plan for $75.00.

******************** billing statement dated January 31, 2022, reflected a total balance in the amount of $1,822.99. Please note that $517.40 was considered past due. ****************** was assessed charges totaling $1,305.59, which included monthly recurring charges and a warranty non-return fee of $1,212.59 for the aforementioned defective Apple iPhone 12 ************* Gray handset, which had not been returned to ******** within the 45-day return period. The balance reflected on this billing statement was due by February 21, 2022. ****************** contacted his TEX ********* on February 25, 2022, to dispute the mobile number ending in **** that had previously been cancelled, as he stated he never requested the line. To resolve this matter, ******************** TEX ********* applied a one-time courtesy credit in the amount of $200.00, resulting in an updated balance in the amount of $1,622.99.

******************** billing statement dated March 1, 2022, reflected a total balance in the amount of $1,715.99. Please note that $1,622.99 was considered past due. ****************** was assessed charges in the amount of $93.00, which included monthly recurring charges and the balance was due by March 21, 2022. As no payment was remitted ******************** remaining mobile number ending in **** experienced a partial suspension on March 4, 2022. As such, the ability to place outbound calls, text, or utilize data services were temporarily disabled. The line was restored on March 22, 2022, pursuant to ******************** request; however, the line was partially suspended again on March 27, 2022, due to non-payment.

******************** billing statement dated March 31, 2022, reflected a total balance in the amount of $1,974.84. Please note that $1,715.99 was considered past due. ****************** was assessed charges in the amount of $258.85 which included monthly recurring charges and billing statement re-print fees in the amount of $165.85 for statements ****************** requested from his TEX *********. The balance reflected on this billing statement was due by April 21, 2022. Only the Billing Responsible Party (BRP) or Authorized User on the account may request a bill reprint. Mailed bill reprints may only be sent to the primary billing address associated with our billing system. Customers receive one free reprint per calendar year and each additional month will be assessed a $5.00 fee. As no payment was remitted, ******************** account experienced a full account suspension as of April 26, 2022, and was not charged for services thereafter.

******************** billing statement dated May 1, 2022, reflected a total balance in the amount of $1,994.95. Please note that $1,974.84 was considered past due. A credit in the amount of $12.50 was applied to the account as a result of the account suspension resulting in an updated past due balance in the amount of $1,962.34. ****************** was assessed charges in the amount of $32.61 which included a late payment fee which was due on May 21, 2022.

******************** billing statement dated May 31, 2022, reflected a total balance in the amount of $2,026.90. Please note that $1,994.95 was considered past due. ****************** was assessed charges in the amount of $31.95 for a late fee and due on June 21, 2022. As no payment was remitted the above referenced account was cancelled on June 4, 2022. As ********s internal collections efforts were unsuccessful on August 1, 2022, ******************** account was referred to an outside collection agency ************************ for further collection treatment.
Nevertheless, in an effort to amicably resolve ******************** concerns, as of October 19, 2022, our office sent ******************** billing statements dated March 31, 2021, and October 1, 2022, to ******************** email address provide in his correspondence to your office. Please be assured ******** strives to provide world-class service to all our customers on each contact. We also make every effort to provide complete and accurate information to our customers. We apologize if any ******** employee failed in any way to display that during ******************** recent contact with his 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,

**MOBILE USA, INC.

*************************;
Executive Response
Initial Complaint
Date:10/06/2022
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 supposed to have a refund on my debit card of $****** processed on 9/16. I still have not received the refund. I called on 9/22 and we were told they were going to give us two refunds. One refund of ****** on a debit card and then a prepaid card was supposed to have $389 on it as well. It is now 10/6 and we have not received a refund. This is the worst customer service we have ever experienced. So it has almost been a month since we have had the refund.
Business Response
Date: 10/17/2022
October 17, 2022

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

Re:      File ********, ******************* (*****)
                        Account 627108978,*******************

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 while waiting for a refund. We appreciate the opportunity to respond.

Our records reflect that we made multiple attempts to process an agreed upon refund for the down payment for a device back to credit card ending in ****; however, the refund was denied by the issuer. Therefore, on October 7, 2022, we processed the refund for $389.45 as a prepaid Mastercard to be mailed to ************** at the address of record. We request that ************* allow up to 10 business days for receipt of the prepaid card.

On October 7, 2022, we called ************** and left a voicemail with the above information. If ************** would like more information regarding the prepaid Mastercard, we request that she contact North Lane, the prepaid card administrator, at ************.

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:10/06/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On Tuesday October 4, 2022, my cell phone provider, switched my account to auto pay. I have never *************** pay on my account. When I saw this transaction and contacted them, they stated that they would refund the money to my account. I was told it would take ***** hours for this to be processed. The money was never put back into my account. When I called a second time and was on hold for over 25 minutes, I was told that there wasn't any supervisors available. After hanging up, I received 3 messages, stating that they were supervisors. Two were from the customer service rep, that I had just hung up with. She used a different name in each of the messages, stating she was a supervisor. The third call was from the man who stated that he would process a refund to my account, the day before. He also claimed to be a supervisor in his message.
Business Response
Date: 10/19/2022

October 19, 2022

FILED ELECTRONICALLY

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

            Re:     ***************************
                        Your File No. 18179278
                        ******** Account No. *********

To Whom It May Concern:

******** USA, Inc.(********) is in receipt of your correspondence dated October 6, 2022,regarding the above-referenced account. Please be advised we have made attempts to contact ******************, which have proven unsuccessful. Therefore, we will make every effort to address her concerns within this correspondence.

******** regrets any concerns ****************** may have experienced with AutoPay, and we appreciate the opportunity to respond. Our records reflect ****************** activated the account on June 11, 2019, and currently has one line of service ending in 8376. The account is subscribed to our Business Unlimited Ultimate rate plan at the cost of $150.00 per month.

Please note, the account reflects ****************** enrolled in AutoPay on August 10, 2022, while she was logged into her online account, at the same time an online payment was remitted. ******** confirmed that we did not enroll the account in AutoPay, and Ms. ******** enrollment was initiated during her online session on October 10, 2022. The payment received from August 10, 2022,was not disputed.

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. As ****************** authorized AutoPay, it is ********s position that the payment debited on October 4, 2022, was authorized.

On October 4, 2022, ***************** contacted ******** to request the payment of $140.00 from that day be refunded and AutoPay cancelled. AutoPay was cancelled and a refund was requested. Please note that payment refunds can take one to three business days to process. The above-mentioned payment was refunded to the original payment method on October 5, 2022. ******** regrets any inconvenience to ******************

Based on the foregoing, we respectfully request this complaint against ******** be closed.

Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at ************.

Very truly yours,

T-MOBILE USA, INC.

***********************
Executive Response
Initial Complaint
Date:10/06/2022
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.
First of all a complaint was filed regarding having to reapply for service with Assurance wireless and then being told by CS that I would be able to port the number. This information was false and was given a bunch of excuses with condescending and rude attitude by some thing named ******** who refused to provide me with her last name from what she stated was the mother office. Second, my phone was stolen in late September of 2021 and reported to Assurance Wireless and when I requested (with explanation of reason why) that information be provided to me due to a current civil/human rights case with no attorney, it repeatedly argued with me and asked if I had a lawyer (which was none of it's business) and then refused to provide this important information to me without an affadavit. I applied for new service with another provider and was told by Life Line Assurance Wireless would be canceled and that I needed to also call them to turn the phone off. I was on the line with AW for over ten minutes on September 26, 2022 and told it would be off within 24 hours and as of today 10-6-2022 it's still on. I called back to ask why the service hasn't been turned off and as always have to repeat and repeat myself, because they have a Hindu Indoo call center with reps who can neither speak or understand simple English. Today I was once again told it would be turned off within 24 hours and not going to put up with nonsense anymore from this horrible carrier service. When not giving ten different stories they are always lying and I want this phone service turned off, because they are wasting my time and preventing me from getting my other services activated.
Business Response
Date: 10/19/2022
October 19, 2022

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

Re:      ***********************
            Your File 18179097
            Sprint/Assurance Wireless Account ********* & 517333422

To Whom It May Concern:

Sprint, now part of ******** (Sprint) is in receipt of your correspondence dated October 6, 2022, regarding the above-referenced account. Sprint regrets any concerns ************** has experienced with her Assurance Wireless account. We appreciate the opportunity to respond.

It should be advised that ************* originally had an account with Assurance Wireless under account number *********. ************** account was activated on February 21, 2013 and was canceled on July 14, 2022, when ************* ported her phone number to another carrier on July 7, 2022. ************** later contacted our ************************ the same day requesting assistance returning back to Assurance Wireless and reapplying for ******** services through Assurance Wireless. ************** completed the application, and her application was approved under a different account, *********, which was activated on July 7, 2022.

After reviewing the original account number ********* memo history, we have not been able to confirm that her account was suspended for a lost or stolen device during the month of September 2021 or at any time during the account being active. However, we were able to validate that a replacement device was activated on ************** account on Sept 23, 2021, from a device replacement request made on August 23, 2021.

************** contacted ************* on September 26, ******************************************************** **** on account ********* canceled. A case was created and sent to our back office to cancel the line of service and disenroll ************** from ******** service. However, on September 27, 2022, the case was closed due to a keying error and as such, the line of service remained active. We regret any frustration this may have caused **************.

On October 17, 2022, our office contacted ************** and explained the aforementioned. At ************** request, we canceled phone number ending ****. ************** had no further questions or concerns regarding this matter.

We appreciate ************** taking the time to provide details of her interaction with our ************************. Please be assured that we value customers feedback and will utilize this input to improve our training and processes as we are continually striving to improve the quality of service provided to our customers. We apologize if any Sprint employee failed in any way to display that during her contact with our ************************.

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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