Complaints

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

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• 

  Sprint Now Part of T-Mobile

  12920 SE 38th St Bellevue, WA 98006-1350

• 

  Sprint Now Part of T-Mobile

  6391 Sprint Parkway Overland Park, KS 66251

• 

  Sprint Now Part of T-Mobile

  2506 Crossing Cir Ste C Traverse City, MI 49684-7955

• 

  Sprint Now Part of T-Mobile

  510 S Clinton St Grand Ledge, MI 48837-2296

• 

  Sprint Now Part of T-Mobile

  1886 14th Ave Vero Beach, FL 32960-0620

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

• Initial Complaint

  Date:10/06/2022

  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 09/12/22 my wife and I went to a sprint store to upgrade her device, in the store they offered us the iPhone ****************************************************************************************** value for her phone ($800) which was a lie, they didn't had the iPhone 14 in stock and said it will take about 2 weeks to receive so we went ahead and got the iPhone 13 that needed to be ordered to our home address, they said it will be there with in 3 days.we called the next day and received a tracking number and was promised that the phone will be there latest by Friday the 16th.the phone didn't came and we called again which this time they said the latest by Sunday, after the phone didn't come on time we contact customer service on Monday the 19th and spoke with a representative name *****, we have told ***** that we no longer want the phone and the representative rerouted the phone back to ******** with *** on the line.***** assured us that we will be compensated with the iPhone 14 256g and ******** will absorb the diference and will be no other costs on our end.while on the phone with ***** we verified our billing amount which he clearly said that after he will upgrade us with the new iPhone our bill will be $86 and change, I verified the amounts with ***** about 5 times on a recorded line which he repeatedly assured us that our bill is $86 and change.on the 09/22/22 we received a package with the iPhone 13 that was supposed to be rerouted back to ********..we then called again and spoke with a representative name ******, we explained to her in detail about what's going on and she assured us that a supervisor will listen to the transcript and will contact us back with in two days.no one did, than after back and fourth with customer service they denied what ***** has promised us, lied to us again by saying he never did... its been over two weeks that we requested a copy of the transcript and they keep ignoring us and failing to provide it.

  Business Response

  Date: 10/18/2022

  October 18, 2022
  
  
  
  Better Business Bureau
  12639 **************., Ste. 200
  *****, ** ***** 
  
  Re:File 18178833
  Account *********, *********************
  
  To Whom It May Concern: 
  
  Sprint, now part of ******** (Sprint) is in receipt of the above-referenced complaint of *********************.  We regret any inconvenience ************** may have experienced with his device order and promotional pricing.  We appreciate the opportunity to respond.  
  
  To begin, the Sprint account was activated on December 29, 2018.  Our records reflect the account currently has four mobile lines subscribed to our Sprint Max ********* rate plan, one mobile line subscribed to our Sprint Essentials rate plan and one watch line subscribed to our ********* Apple Watch Tax-Inclusive rate plan.
  
  In our effort to provide clear communication about our devices, features, promotions and pricing, Sprint publishes an overview and our retail brochures, displays, partner stores, and website at www.t-mobile.com have not deviated from the published information. 
  
  Upon activation of service, ************** was provided with a clear disclosure of his monthly recurring charges, equipment purchases, and all other applicable fees and charges.  Based on our review, we were unable to identify any miscommunication regarding the terms of his plan or other monthly charges on Sprints part during the activation of his current plan.  Further, we confirmed ************** is being billed the correct rates based on the plan and options elected. 
   
  We regret the circumstances that prompted Mr. ****** filing.  Please note that same-day orders placed by 1 p.m., Eastern Time, Monday through Friday, may be received the next business day.  Delays may occur when additional processing is required due to credit authorization, backordered equipment, insufficient or incomplete submitted order information, or incomplete payment information.  Details providing estimated ship dates can be found on our website on the individual product web pages.
  
  As stated in our previous Get up to $800 off iPhone with Upgrade & Lease Turn-In promotion, customers could get up to $800.00 off a qualifying Apple iPhone series 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 was 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.  
  We confirmed ************** traded in an Apple iPhone XS device when he upgraded the device on his mobile line ending in ****.  Our review of the account also determined IBA COS-*********, for the Apple iPhone 13 device on mobile line ending in ****, would have to be returned and processed at our warehouse before a new device order can be placed.
  
  We spoke with ************** on October 1, 2022 and outlined the information above.  Because ************** qualifies for the device promotion referenced above, we advised the corresponding $33.34 promotional credit will be added to mobile line ending in **** upon completion of the new Apple iPhone 14 device order.  Additionally, although we maintain no billing error was identified, to provide an amicable resolution, we scheduled a monthly account service credit of $40.00 for the next 24 months to offset a portion of the monthly rate plan charge.  ************** accepted our goodwill offer and handling of his account concerns.  We regret any inconvenience to ***************     
  
  Based on the information received from **************, he states that he had an unfavorable customer experience while attempting to address his concerns.
  
  We appreciate ************** taking time to provide details of his experience with our ************* group.  We value customer feedback.  Please be assured that the quality of service provided to our customers is of our utmost priority.
  
  Based upon the foregoing, we respectfully request that this complaint against Sprint be closed. 
  
  Thank you for bringing this matter to our attention.  If you have any questions, please do not hesitate to contact me directly by calling **************. 
  
  
  Sincerely,  
  
  
  ***************************
  Executive Response  
  

• Initial Complaint

  Date:10/06/2022

  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.

  Number ************ and ************ both of these lines had cracked screens and after going to the Sprint store we found they no longer fix them we had to call insurance where we were transferred to a sales rep that offered us a promotion for the phones instead of fixing them as they both qualified for a credit of ****** each which would cancel the current contract and get an iPhone 13 with no charge free and clear no payments zero balance to own the devices. By the time we gotten off the phone we had 4 credits with 4 phones all paid for and 2 watches 2 trackers which the trackers were said to be free for being a long valued customer. The trackers we sent back becasue we had to pay for them after receiving and they only accepted 1 crack screen phone ************ and not accept the ************. This complaint is a lot longer and would require more characters than this would allow but we have spend almost 1 year and over 50 calls and 20 visits to the store to get this resolved with no resolution to date. We are still being overcharged and have paid over $3,000.00 in overcharges. One of the internal Sprint tickets - SD7710460-M6466782 would have some of the complaint logged as well as the dozens of notes from 2021 to current regarding this issue. Please have investigated to resolve

  Business Response

  Date: 10/18/2022

  October 18, 2022
  
  
  
  Better Business Bureau
  12639 **************., Ste. 200
  *****, ** *****
  
  Re:File ********, ***********************
  Account XXXXX5017, *********************
  
  To Whom It May Concern:
  
  Sprint, now part of ******** (Sprint) is in receipt of the above-referenced complaint of ***********************, filed on behalf of the Sprint account holder **********************  We regret any inconvenience **************** may have experienced with her billing concerns.  We appreciate the opportunity to respond.
  
  In our effort to provide clear communication about our devices, features, promotions and pricing, Sprint publishes an overview and our retail brochures, displays, partner stores, and website at www.t-mobile.com have not deviated from the published information. Sprint will occasionally extend targeted promotional offers to a specific account or lines of service on an account.  However, the targeted account or phones numbers must qualify for the promotional offer in order to receive the promotion.
  
  Please be advised Sprint takes account security seriously; therefore, to protect our customers privacy and personal information, Sprint restricts how customers can obtain information or make changes to an account.  Investigation of this issue has confirmed *********************** is not the account holder of the Sprint account ending in 5017.
  
  Sprint is committed to protecting the privacy of our customers.  In accordance with that commitment, we take measures to verify that callers are authorized to discuss and/or make changes to an account.  Specifically, we require that each account has a *** and that the *** is verified by the account holder, or an individual authorized to have access to the account, before we can discuss sensitive account information or make any changes to the account.
  
  We made multiple attempts to contact **************** at the telephone number provided in her inquiry advising of our receipt of her complaint and our desire to speak with her directly.  However, we were unsuccessful in reaching her and have not received a return call from **************** to date.  Once **************** contacts us with the required account security information and we are able to confirm **************** is authorized on the noted account, we will be happy to assist with any outstanding account billing concerns she may have.  We value **************** as our customer and look forward to speaking with her if this matter remains unresolved.  We invite **************** or **************** to contact us at the number provided below at their earliest convenience.  **************** will be expected to provide the account *** or the answer to an account security question when she contacts our office.  We regret any inconvenience to ***************** 

  We appreciate **************** taking time to provide details of her customer service 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:10/06/2022

  Type:Delivery 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.

  Almost a month ago I attempted online to add a new line to my account. After problems a chat rep made 2 attempts to complete my order. I was offered the Moto G stylus 5G ang a Galaxy watch all for free although account shows charges for each device. Was advised this will show on account but account will be credited at each billing cycle. Was advised devices will be delivered in 24 to 48 hours. After 4 days no devices. Chatted again with rep who advised wait 24 to 48 hours. Cutting to the chase. I have been advised 9 or 10 times to allow 24 to 48 hours to receive my order. So I wait to days call after that and am advised to wait again. As of to date my account shows a cancelled order, an order instructing *** to return package to sender, and a new order number thats showing a pending status on a replacement order that was assured to be delivered by 10/5 and a bill reflecting charges for a contract agreement on devices I have yet to receive in the mail. Chatted again and was advised to allow 24 - 48 hours. Seems since Sprint is now ******** quality of customer sale service is terrible. I just want the devices I was offered and assured I would be receiving.

  Business Response

  Date: 10/18/2022

  October 18, 2022
  
  
  
  Better Business Bureau
  12639 *****************,Suite 200 
  *****, ** *****
  
  Re:  File No. 18178121
                      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 order concern.  We appreciate the opportunity to respond.
  
  A review of the account shows that **************** placed an equipment order to upgrade to the ************* on September 18, 2022, with a 24-month device Installment Billing Agreement (***), TM-*********, on her mobile number ending in 5026.  She also ordered a Galaxy Watch 4 on a 24-month accessory *** on the same day.  We confirmed that due to a delivery issue, a return to sender request was processed through **** on October 4, 2022, and we processed a replacement order at the same time.  Regrettably, this order was delayed. 
  
  We spoke with **************** on October 12, 2022, and we provided the details outlined above.  We further confirmed that the ************* and Galaxy Watch 4 devices were delivered at her mailing address on file on October 14, 2022.  To honor the promotional offer to get the devices free, our records reflect that a $10.42 monthly credit to offset the Galaxy Watch 4 monthly installment charge for the 24-month duration of the *** is correctly awarding to the account.  Furthermore, although **************** is assessed a $12.50 monthly installment charge for the ************* on the September 27,2022, bill, we confirmed that a $12.50 monthly credit to offset the device charge was added on October 15, 2022, and scheduled to be effective on October 27, 2022, bill.  Lastly, as a goodwill gesture, we applied a one-time $98.32 total account credit to offset the monthly device charge, as well as the Assisted Support Fees and prorated service charges reflected on **************** September 27, 2022, leaving a $159.19 account balance.  The above update was provided to **************** on October 18, 2022, and she confirmed satisfaction with our resolution to her account concerns.
  
  We appreciate **************** taking time to provide details of her experience with our Telesales department.  We value customer feedback.  Please be assured that the quality of service provided to our customers is of our utmost priority.
  
  Based upon the foregoing,we respectfully request that this complaint against Sprint be closed.
  
  Thank you for bringing this matter to our attention.  If you have any questions, please do not hesitate to contact me directly at **************.
  
  Sincerely,
  
  ********************
  Executive Response

  Customer Answer

  Date: 10/18/2022

   
  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:10/06/2022

  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.

  my mother *************************, and i share a ******** account, i am explaining everything, i am a musician and needed a phone to record my instrument it is an i phone form the 11 series to 13 series, we went october, 5th around **** p.m. in to trade in my phone for one, the worker said we can help but it shows you need to make a payment i did we talked about the phone, he put in some info and said i needed to pay the phone off i did, he put in more info then said it isn't showing up as paid off it may take 24hrs to show your paid off and account is current understandable. we came back in around 11 am oct 6th now here's the issue my phone is elligable for the upgrade and my current phone which is marked at 900 something, the phone i was trying to get was 799, but the assistant said they ******** says i'm not eligable for the upgrade they wanted my phone and ******************************* the begining. im now out of a phone and cannot record which is my buisness my current phone will not record so im at where i started i could have used the money and my current phone to trade online for a phone, and all i want is the phone i was trying to get that im eligable for and my device is eligable for and no retaliation in return this was not fair my time was waisted i was talked out of money. yes i was told after each payement i could get the phone and they got all the stuff together, it feels like i was scammed in store their was cameras i did look at them each time something happened and i can supply bank statements. the majority of people would yell and scream, and all that but all i said when i walked out is im out money and a phone thats not right. again thats not right.

  Business Response

  Date: 10/18/2022

  October 18, 2022
  
  
  FILED ELECTRONICALLY
  
  Better Business Bureau
  12639 *****************, Suite 200
  *****,** *****
  
  Re:      ***************************
  Sprint Account Holder: *************************
  Your Files ******** and 18187656
              Sprint Account 205991451
  
  To Whom It May Concern:
  
  Sprint, now part of ******** (Sprint) is in receipt of complaint ******** by ****************************  Sprint identified the Sprint account holder of record to be ************************* who filed concurrent, duplicate complaint 18187656.  Sprint regrets any inconvenience to the ******* regarding the described device upgrade 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 will occasionally extend targeted promotional offers to a specific account or lines of service on an account.  However, the targeted account or phones numbers must qualify for the promotional offer in order to receive the promotion.
  
  Sprint Installment Billing Agreement (***) is a device installment agreement that gives new and existing customers an affordable option to activate/upgrade to a Smartphone, feature phone or tablet.  Customers simply purchase an eligible device with no or a variable down payment, depending on device, and agree to monthly installment payments for each financed device.  There are no service discounts for devices purchased through Sprint *** and at the time of purchase the customer will be required to pay all applicable sales tax against the Suggested Retail Price (SRP) as well as any applicable down payment for any device being purchased
  
  Our records reflect the ******* went to one of our ******** stores on October 5,2022, to upgrade line ending in ****. At that time, we advised the remaining balance must be paid on the 24-month Installment Billing Agreement (***)NR-AM-224167426 for that line. Our records further show the $90.00 the remaining balance was paid at that time on the Installment Billing Agreement (***) for the line in question. Additionally, we confirmed ****************** spoke with Sprint on October 6, 2022, stating the store representatives are trying to have him pay more money to pay off the Installment Billing Agreement (***)NR-AM-224167426 for the referenced line. At that time, we confirmed the *** had been paid off and ****************** is eligible to upgrade her device. We also informed ****************** he can contact our sales department, or go online, to see the offers available to ******************* 
  
  During our discussion with ****************** on October 14, 2022, we outlined the information noted above. ****************** informed us the issue had been resolved and that she was able to upgrade the referenced device, as expected.  We regret any inconvenience this matter caused.
  
  Based upon the foregoing, we respectfully request that this complaint against Sprint be closed.
  
  Thank you for bringing this matter to our attention.  If you have any questions, please do not hesitate to contact me directly by calling ************. 
  
  
  Sincerely,
  
  
  *************************
  Executive Response

• Initial Complaint

  Date:10/06/2022

  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.

  Phone went bad, battery exploded cover fell off

  Business Response

  Date: 10/17/2022

  October 17, 2022
  
  
  
  Better Business Bureau
  12639 **************., Ste. 200
  *****, ** *****
  
  Re:      File ********
                           Account *********, *************************
  
  To Whom It May Concern:
  
  Sprint, now part of ******** (Sprint) is in receipt of the above-referenced complaint of **************************  We regret any inconvenience ************** *** have experienced with *** have experienced while attempting to receive a replacement for his defective ******** device.  We appreciate the opportunity to respond. 
  
  Please note, all new Assurance Wireless devices are provided with a one-year warranty.  Assurance Wireless offers a mail-in warranty replacement option, and when a device replacement order is processed,customers are required to return the defective device to complete the warranty exchange order.  The warranty does not cover damaged, lost, or stolen devices and if a device is reported as lost or stolen, customers are required to pay $39.99 for a replacement. 
  
  A review of the account shows that ************** activated his Unimax U693cl device with ******************** Equipment Identifier (IMEI) number ending in **** on June 23, 2021.  As such, the referenced device had exceeded the above-referenced one year warranty period.  During ************** conversation with our ************************ on October 1, 2022, he was provided the information outlined above and informed he would be required to pay a $39.99 replacement fee in advance of having a replacement order processed.  Our records further reflect that on October 6, 2022, ************** contacted our ************************ to cancel his ********************** account number ending in **** immediately.  As such, ************** is no longer enrolled in ******** services with Assurance Wireless.  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:10/06/2022

  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.

  Hello, I would like to report a very unfortunate situation and abusive practice from Sprint. I had a family plan with Sprint that included myself, my deceased wife and my deceased son. In August of 2021, following their passing, I reached out to Sprint and visited Sprint stores in order to cancel their lines. At the time, Sprint wanted or stated that I needed access to the passcodes or the phones to be able to cancel them. Unfortunately, I did not have this information. Both of these phones and lines have not been used since their passing, however, the company continued to charge me for their unused lines and refused to provide assistance to cancel them. After dealing with this matter for months, someone in the customer service team stated I had to call the Sprint Family Assistance team to obtain assistance. I called the number provided *************) but this number is not serviceable or it does not lead to a contact. For months, sprint has continued to charge for both of these lines which are no longer used or active and now I owe a balance for accounts that have not been used. The company does not have a Family Assistance Team available to assist and the process has been incredibly frustrating. After attempting to contact Sprint (now ********** my new company carrier, and speaking with multiple customer service agents. Reaching to the ******************** is my last resort. Please help me find a resolution.

  Business Response

  Date: 10/17/2022

  October 17, 2022
  
  FILED ELECTRONICALLY
  
  Better Business Bureau
  12639 **********************************************************************
  
  Re:      File ********
                          Account *********, ***************************
  
  To Whom It May ********
  
  Sprint, now part of ******** (Sprint)is in receipt of the above-referenced complaint of ***************************.  Sprint regrets any concerns ****************** may have experienced with his cancellation request and billing concerns and extend our deepest condolences to him.  We appreciate the opportunity to respond. 
  
  To begin, the account was activated on July 26, ****, and is currently active with two lines of services subscribed to our Unlimited Basic - Tax Inclusive plan.  ***************** also has two open lease agreements, including Sprint Lease Agreement TM-L-********* for an Apple iPhone 8 device on phone line ending in **** and Sprint Lease Agreement COS-L-******** for a ******* Galaxy Note 8 device on line ending in ****.
  
  As stated in our Terms and Conditions of Service, which can be viewed on www.********.com,customers can terminate Services by calling us and requesting that we deactivate all Services, or by porting-out their number to another carrier.  Customers are responsible for all charges billed or incurred prior to deactivating their ************** ** Services are terminated before the end of customers invoicing cycle, we do not prorate charges to the date of termination, and they will not receive a credit or refund for any unused Services. 
  
  Sprint is committed to protecting the privacy of our customers.  In accordance with that commitment, we take measures to verify that callers are authorized to discuss and/or make changes to an account.  Specifically, require that each account has a *** and that the *** is verified by the account holder,or an individual authorized to have access to the account before we can discuss sensitive account information or make any changes to the account. 
  
  Our records indicate that in July 2022, ****************** contacted Sprint to obtain his account information and advised of the passing of the end user of one of his lines of service.  ****************** was referred to our Family Support team; however, was not able to provide the account security information. 
  
  On July 14, 2022,our records further reflect that ****************** visited a retail store to update his security information.  ********************** mobile line ending in **** was ported out and cancelled on July 14, 2022;however, we did not identify a cancellation request for his remaining lines until September 2022. 
  
  We spoke with ***************** on October 7, 2022, to provide the aforementioned information.  Upon verifying ********************** account security information, we successfully processed a cancellation request for his lines of service ending in **** and ****, effective October 18, 2022, which is the last day of his current billing cycle.  Although we were unable to identify a Sprint billing error, as a gesture of goodwill, we applied account credits of $478.24, to offset a portion of his service plan charges.  ********************** account now reflects a zero balance.
  
  We appreciate ***************** taking time to provide details of his experience with Sprint.  We value customer feedback.  Please be assured that the quality of service provided 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.  ** you have any questions, please do not hesitate to contact me directly by calling **************.
  
  
  Sincerely,
  
  
  *************************
  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.

  Sprint was charging me for an IPhone 8s a phone they never issued to us. I spoke with a Sprint agent on 28 September about our phone plan and they said we had two phones on a Forever Lease Plan which myself or my wife never heard of, then the agent told me she would cancel the additional line for the IPhone 8s which she did put in a cancellation for the line, but upon further review she added an IPhone 11 to the line that was suppose to be cancelled and the they said they sent an IPhone 11 which they never, so to get out of the contract we paid off phone that we never received. I am asking they send me the phone they claim they sent, which we do not have and I still trying to figure out how the phone got added to line that was scheduled to be removed the line I am referencing ends ****.,

  Business Response

  Date: 10/19/2022

  October 19, 2022
  
  
  
  Better Business Bureau
  12639 *****************, Suite 200
  *****, ** *****
  
  Re:  File ********, *******************************
                      Sprint Account *********, ****************************
                     
  To Whom It May Concern:
  
  Sprint, now part of ******** (Sprint) is in receipt of the above-referenced complaint of *******************************, filed on behalf of Sprint account holder **************************  
  
  We regret any inconvenience ******************************* may have experienced with his account billing concern.  We appreciate the opportunity to respond.  
  
  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. 
  
  We confirmed that ******************** signed Lease Agreements clearly and conspicuously disclose that upon the satisfaction of the Lease Agreement, if he does not return the device, he 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 his Agreements.  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 December 24, 2019, ******************** accepted the terms of 18-month Sprint Flex Lease Agreements COS-L-********* and COS-L-*********, for two Apple iPhone ************************************************************************************* **** and mobile number ending in 6683.  Our records also reflect that on December 26, 2019, the Apple iPhone 11 Pro device on mobile number ending in **** was swapped to an Apple iPhone 8 Plus device.  We confirmed the 18-month term for ******************** Sprint Flex Lease Agreements were completed in June 2021.  However, we have no record of a request to close the leases, that the devices were 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 his device leases until the agreements were closed on September 29, 2022, and October 5, 2022, respectively.  
  
  Our review also found no record of a previous dispute related to the noted device agreements or the mobile number ending in **** which was active until October 8, 2022, when the line was cancelled at ******************** request.  Based on our review, we were unable to identify a Sprint billing error and consider the lease agreements as well as the $273.68 Fair Market Value (***) charge assessed when Sprint Flex Lease Agreement COS-L-********* was closed to be valid.
  
  We spoke with Mr. ******************************* on October 7, 2022, to obtain clarification of the charges he was disputing and requested additional time to further investigate his claim.  We attempted to follow-up with ******************** on October 11, 2022, and October 14, 2022, to provide our findings outlined above.  Regrettably, our contact attempts were unsuccessful, and we have yet to receive a response from him.  Although we maintain no Sprint error was identified in the matter, in an effort to provide an amicable resolution, we applied a one-time account service credit of $273.68 to offset the *** charge billed, as a one-time goodwill gesture.  We regret any inconvenience to ******************** and invite him to contact the undersigned if he has any questions related to the matter. 
  
  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: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 attempted to upgrade 2 of my lines from iPhone 12 Pro *** to iPhone 14 Pro ***. There is a $1000 advertised on each line for doing this. I paid off my devices early and signed up for the more costly plan to receive this subsidized offer. Sprint continues to refuse to provide me with the offer which according to its terms, I should be entitled to receive. I have wasted hours of my time with the premier team and have no satisfaction.

  Business Response

  Date: 10/16/2022

  October 16, 2022
  
  
  
  Better Business Bureau
  12639 **************., Ste. 200
  *****, ** *****
  
  Re:      File 18176306
                          Account *********, *******************************
  
  To Whom It May Concern:
  
  Sprint,now part of ******** (Sprint) is in receipt of the above-referenced complaint of ********************************We regret any inconvenience that ******************** may have experienced with his account concerns.  We appreciate the opportunity to respond.
  
  A review of the account shows that it was established on March 4, 2020 and canceled on October 12, 2022.  ******************** had three voice lines subscribed to one of our unlimited service plans. 
  
  In our effort to provide clear communication about our devices, features, promotions and pricing, Sprint publishes an overview and our retail brochures, displays,partner stores, and website at www.t-mobile.com have not deviated from the published information. 
  
  Sprint will occasionally extend targeted promotional offers to a specific account or lines of service on an account.  However, the targeted account or phones numbers must qualify for the promotional offer in order to receive the promotion.
  
  A review of the account shows ******************** spoke with our ************************ on October 5, 2022, regarding his device upgrade concerns.  At that time, we discussed the requirements to receive the iPhone 14 Pro on Us with Trade-in and Eligible Plan promotion.  The promotion required for our customers to be on our Unlimited Plus plan and to trade in an eligible device.  Our records reflect that ******************** did not meet all the terms of device promotion. 
  
  Our office reviewed Mr. ********* account and confirmed minimal usage on his October 2022 invoice.  As a goodwill gesture,we applied a credit of $251.08 to the account on October 14, 2022, to offset the entire account balance.  The account is closed with a zero balance.
  
  We made multiple attempts to contact ******************** at the number provided in his inquiry to address his concerns; however, we were unsuccessful in reaching him.  We value ******************** as our customer and look forward to speaking with him if this matter remains unresolved.  We invite ******************** to contact us at the number provided below at his earliest convenience.  ******************** will be expected to provide the account PIN or the answer to an account security question when he 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:10/06/2022

  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.

  Trade-in promotion value of $600 was not honored for account *********. I was assured by 2 separate customer service representatives that this was an error and that it would be resolved by the next billing cycle. Several months later and it has yet to be resolved, and no evidence of the 'damaged trade-in' has been produced. A detailed timeline of events, as well as transcripts with the customer service reps, are attached.

  Business Response

  Date: 10/16/2022

  October 16, 2022
  
  
  
  Better Business Bureau
  12639 **********************************************************************
  
  Re:      File ********, Sigma Terna
                                      Account 693999616
  
  To Whom It May ********
  
  Sprint, now part of ******** (Sprint) is in receipt of the above-referenced complaint of Sigma Terna.  We regret any inconvenience ************** may have experienced with her device promotion concerns.  We appreciate the opportunity to respond. 
  
  In our effort to provide clear communication about our devices, features, promotions and pricing, Sprint publishes an overview and our retail brochures, displays,partner stores, and website at www.t-mobile.com have not deviated from the published information.  Sprint will occasionally extend targeted promotional offers to a specific account or lines of service on an account.  However, the targeted account or phones numbers must qualify for the promotional offer in order to receive the promotion.
  
  Our records reflect in March 2022, ************** accepted our iPhone 13 On Us w/Trade on ANY Plan promotion.  Eligible customers can get up to $800.00 off an Apple iPhone 13 with trade in of a qualifying device in good working condition.  The $800.00 device discount awards as a monthly credit over the course of a 24- or 30-month Installment Billing Agreement (IBA).  The total promotional value is based off the turn-in device.  The trade-in device is not able to be returned, must be fully owned, in good working condition, without physical or liquid damage, anti-theft turned off,and is attached to the new device order to meet eligibility.  *************** credits will begin to apply within one to two billing cycles. 
  
  Our records indicate ************** made a qualifying purchase when she upgraded the device on her phone line ending in **** to an Apple iPhone 13 Mini via 24-month Installment Billing Agreement WEB-*********.  Further, our records confirmed Ms. *********** in an Apple iPhone 7 device for her phone line ending in ****; however, after our warehouse completed the inspection process of the device turned in, it was determined that the device was received in a damaged condition.  Consequently, **************** phone line ending in **** did not qualify for the above outlined promotion, and the noted monthly credit was removed on May 9,2022. 
  
  We spoke with ************* on October 10, 2022, and provided the information above.  Although we did not identify a Sprint billing or device processing error, as a gesture of goodwill to bring closure to *************** account concerns, in lieu of awarding the remaining value of the above device promotion in monthly credits, we offered to apply a one-time account service credit of $550.00.  ************** accepted our goodwill resolution.
  
  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:10/06/2022

  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 have to make a call to sprint almost every m9nth about false charges, causing me to spend valuable hours on the phone for nonsense. Now this month they are trying t charge me $900.77 for a device they've already received in return. After many phone calls to customer service, majorityof these calls were deliberately drop by the agents,even on my birthday my phone got cut off due to this nonsense. I just want sprint to remove these false charges and stop playing with my account.

  Business Response

  Date: 10/18/2022

  October 18, 2022
  
  
  
  Better Business Bureau
  12639 **********************************************************************
  
  Re:      File ********, *******************************
                                      Account 937442117
  
  To Whom It May ********
  
  Sprint, now part of ******** (Sprint) is in receipt of the above-referenced complaint of *******************************.  We regret any inconvenience ********************** may have experienced with his billing concerns.  We appreciate the opportunity to respond. 
  
  Upon our review, our records indicate in August 2022, ********************** contacted Assurant, our device insurance provider, to open a claim for a replacement device. We confirmed on August 11, 2022, a replacement device was sent to him,and he was expected to return the damaged device.  Because the damaged device was not received,on September 25, 2022, ************************** account was charged $790.96 for a Salvage Non-Return (***) Fee.  As a result, ************************** October 5, 2022, invoice reflected a total amount due of $900.77, which included the *** fee of $790.96, and $109.81 for services rendered and monthly equipment charges.  On October 11, 2022, the *** charge of $790.96 was credited, as ************************** defective device was confirmed as received.  The account balance was updated to $109.82.
  
  We spoke with ********************** on October 11, 2022 and discussed the aforementioned information.  Although we were unable to identify a Sprint billing error, as a gesture of goodwill, we applied a one-time $50.00 account credit.  ********************** accepted our goodwill offer.
  
  We appreciate ********************** for taking time to provide details of his experience with our ************* representatives.  We value customer feedback.  Please be assured that the quality of service provided to our customers is of our utmost priority.
  
  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