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: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 made a huge mistake when I added a new device to my ********************** account. Within a few days I contacted them to cancel service on that device and return the phone. Sprint told me they canceled the service and would send a return kit. Then they transferred me to ******** who tried to sell me a new account for the device and service I was trying to cancel. They never sent a return kit and now the return window has closed. For the past three months, Sprint has billed me for service AND device protection. When I bought the device I stated I did NOT want device protection. They told me it's automatically added and they were canceling device protection. Every month I have to contact Sprint to get a credit for the service and device protection charges! They tell me they are canceling service at that time, but there hadn't even been service on the device! I questioned why I was still being billed for service when I didn't even have it. I've been given so many different excuses: only the account owner can cancel service (I AM the account owner), they had no record of my request to cancel service, the agent already used up their credit allowance for the day, to name a few. This month, I was told I had to contact the previous carrier that held the phone number to cancel service! They won't credit my bill. I've told them I want return kits for two other devices and that I'm closing my account. They still have not sent return kits and now say there is no record of my request. Sprint/******** has provided the worst customer experience I've ever encountered in my life!

  Business Response

  Date: 10/18/2022

  October 18, 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 ***********************************, filed on behalf of Sprint account holder ************************************  Sprint regrets any concerns ************************ has with her cancellation request.  We appreciate the opportunity to respond.  
  
  Our records reflect Mr. *********** Sprint account was established on October 20, 2015, and currently has one mobile line subscribed to our Sprint ****************** plan.  
  
  Sprint is committed to providing world-class customer service, and we stand behind our commitment with a 14-day Return Policy on all our products.  Our customers can return their device to the point of sale within that time period for a full refund (day 1 of the 14 days starts the day after activation).  Customers are assessed a tiered restocking fee based on the full retail price of the device for undamaged devices.  We will refund the device purchase price and any down payment, as well as any installment billing or lease payments made to date.  Customers are responsible for all service and usage charges, including any monthly recurring charges, out-of-plan usage, assisted support fees, and all associated taxes and fees.  This policy may not reflect the additional return policies of our authorized third-party dealers or retailers.  Further information regarding our return policy can be viewed on www.t-mobile.com/support/account/return-a-new-phone.
  
  All new devices come with a limited one-year manufacturers warranty through ********, Assurant, or Apple.  Sprint customers are also given the option to subscribe to ********s device protection plan provided by Assurant, Protection<360>, within the first 30 days of activating a new device.  Protection<360> provides Sprint customers with a cost-efficient way to protect their equipment against loss, damage, and wear and tear that is not covered under the provisions of that warranty.  We identified that ************************ subscribed to Protection<360> on his line of service ending in ****, until October 14, 2022, when the line was cancelled. 
  
  Upon our review of the account, we confirmed on July 24, 2022, mobile line ending in **** was activated on the noted Sprint account and a new 24-month Installment Billing Agreement (IBA), COS-*********, was established for an Apple iPhone 11.  Further, we confirmed ************************ requested to cancel service for the line ending in **** during her interaction with Sprint ************* on August 9, 2022.  Regrettably, because of a keying error, the line remained active.  
  
  Our records also confirmed on September 7, 2022, our ************* group applied account credits totaling $72.72, to offset the monthly service and Protection<360> charges assessed for line ending in ****. 
  
  During our conversation with ************************ on October 10, 2022, we provided the above outlined information.  We obtained authorization from ************************, the Sprint account holder, to cancel line ending in **** as of October 14, 2022, the last day of the billing cycle.  Please note, because we have no record of the Apple iPhone 11 device associated with IBA- COS-********* being returned, ************************ is responsible for the remaining cost owed for the noted device.  To bring closure to the matter, we offered to apply a one-time account service credit of $40.00 to offset a portion of the service charges billed as reflected on the September 20, 2022, dated invoice.  ************************ accepted our goodwill offer and handling of her concerns.  We regret any inconvenience to ************************* 
  
  Based upon the foregoing, we respectfully request that this complaint against Sprint be closed. 
   
  Thank you for bringing this matter to our attention.  If you have any questions, please do not hesitate to contact me by calling **************.  
  
  
  Sincerely,
  
  
  *****************************
  Executive Response

• Initial Complaint

  Date:10/05/2022

  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.

  Here we go again. You had reached out to me in the past, so Im hoping you can be of help again.I am so frustrated and upset. I had an arrangement made for October 5. I unfortunately didn't make what I needed to make. When I made the October 5 arrangement, I was told be a guy name ***** that I could reach back out if I needed a couple of extra days.After a lot of back and forth, I got in touch with someone named ***. She got me an extension for October 15, though I only asked for a couple days and told me to restart my phone to restore services.Restarting my phone didnt work so we went through some trouble shooting steps together. She couldnt figure out what was going on.I reached out to the corporate team on ********* ****** looked into it and told me that it was because they had to do a manual restoration. I told the finance manager (***) who I was talking to, and she flat out refused to manually restore services (after she promised that my services would be restored).Im so upset, so frustrated, and feel so lied to. I used to love working with this company, but its been nothing but a headache lately. I have to work tonight and I need my phone for work. I just need people to stick to their word. I just want you all to stick to your word.On top of all of this below, I got promised by the corporate team on ******** that I would only have to pay $299.95 after continuing to talk to them. You can see this in the screenshot. I ended up paying $300 after scraping the money together. Reached out to the finance team again to fix everything, they still refused. All they would send me is the dumb script. And they would say "we have to have the full past due balance." The issue is they can't go back on their words. As I've already said, multiple times.

  Business Response

  Date: 10/16/2022

  October 16, 2022
  
  
  
  Better Business Bureau
  12639 **************., Ste. 200
  *****, ** *****
  
  Re:      File 18174664
                          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 her payment arrangement concerns.  We appreciate the opportunity to respond.
  
  Sprint regrets any concerns *********************************** may have experienced with her payment arrangements.  We appreciate the opportunity to respond.  To begin with, the account was activated on July 25, 2019.  We show ************************** has two voice lines subscribed to our Sprint Essentials plan and two Apple Watches subscribed to our Unlimited Apple Watch plan.  Additionally, we show ************************** obtained an Apple Watch Series 5 via a 24-Month Installment Billing Agreement (IBA), WEB-*********, on June 14, 2020.
  
  As stated in our Terms and Conditions of Services, payments are due as stated on your 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.  However, not all payment arrangement requests can be honored.  Additionally, the customer may be assessed a reconnect fee upon reactivation and late fees on past due balances.
  
  A review of the account shows ************************** spoke with our ************************ on September 5, 2022, about a establishing a payment arrangement on the account.  At that time, a payment arrangement was established but services were interrupted on September 7, 2022, because the account was super suspended.  A super suspended account is when we have received repeated canceled checks, extreme past due payments, or possible fraud over a period.  A member of management would only be able to retore services on the account.  We confirmed on September 8, 2022, ************************** contacted our ************************ and established a new payment arrangement that would keep her services restored through September 21, 2022. 
  
  On September 21, 2022, ************************** spoke with our finance department, and we agreed to extend her payment due date for her past due charges of $1,144.33 until October 5, 2022. 
  
  On October 5, 2022, ************************** contacted our finance department and asked Sprint to again extend her payment due date.  We respectfully declined the request because of multiple failed payment arrangements on her account.  As a result, Ms. ************ services were interrupted for nonpayment at that time. 
  
  On October 6, 2022, ************************** made two $300 payments on her account, and we established a new payment arrangement for her.  We were able to communicate and confirm this information with ************************** via email on October 6, 2022. 
  
  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:10/05/2022

  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.

  I'm being charged for a phone I have returned and mailed in the warranty phone over 2 months ago of a over 500 dollar charge on my account and I'm also being charged a 641 dollar fee for breach of contract and the phone is still active and being used so I don't understand how that works if I'm still paying the bill

  Business Response

  Date: 10/17/2022

  October 17, 2022
  
  
  
  Better Business Bureau
  12639 *******************, Suite 200
  *****, **  *****
  
  Re:      File 18174069
                           Account *********, *************************
  
  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 Installment Billing Agreement (IBA) is a device installment agreement that gives new and existing customers an affordable option to activate/upgrade to a Smartphone, feature phone or tablet.  Customers simply purchase an eligible device with no or a variable down payment, depending on device and agree to monthly installment payments for each financed device.  There are no service discounts for devices purchased through Sprint IBA and at the time of purchase the customer will be required to pay all applicable sales tax against the Suggested Retail Price (SRP) as well as any applicable down payment for any device being purchased.
  
  We confirmed receipt of Mr. ******** ******* Galaxy S22 device, associated with mobile line ending in ****, on September 21,2022, and as a result, Sprint applied a credit of $140.00 to offset a portion of the non-return warranty device charge reflected on the August 30, 2022,invoice.  In addition, our office applied a credit of $418.62 to offset the remaining non-return charge on October 9,2022, for a total credit of $558.62.  As a goodwill gesture, we also applied account credits totaling $43.35 for related late fees.  These credits will be reflected on Mr. ******** October 2022 invoice.  The account reflects an account balance of $778.33 due on October 21, 2022.
  
  During our discussion with ****************** on October 10, 2022, we provided our findings outlined above.  We regret any to inconvenience ******************.
  
  Based upon the foregoing, we respectfully request that this complaint against Sprint be closed.
  
  Thank you for bringing this matter to our attention.  If you have any questions, please do not hesitate to contact me at the address listed below or directly by calling ************. 
  
  
  Sincerely,
  
  Sprint
  
  *****************
  Executive Response
  
  

  Customer Answer

  Date: 10/17/2022

   
  Complaint: 18174069
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

  Customer Answer

  Date: 10/25/2022

  Well the problem  with the phone  and and the contract  was fixed but I'm very  much  upset over the time it took to get problem  solved I have made 6 to 7 calls over this problem  and I know  of one call to be 1 and half  hr and one to be 2 and half hrs  and they told me my time didn't  mean anything  and this was there mistake not mine 

• Initial Complaint

  Date:10/05/2022

  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.

  I got a replacement phone under warranty. Had to mail back old phone. Old phone received July 15th. Confirmed by numerous different representatives. On sept 23 $****** was taken out of my bank account. They keep running me in circles saying I will be refunded in 24 to 48 hours and now state that my bill is past due ******. This is not right. They stole from my account. I've spoke to numerous different representatives managers supervisors. All saying different things. I have yet to receive a refund.

  Business Response

  Date: 10/17/2022

  October 17, 2022
  
  
  
  Better Business Bureau
  12639 **************., Ste.200
  *****, ** *****
  
  Re:      File 18174037
                           Account *********, *******************************
  
  To Whom It May ********
  
  Sprint,now part of ******** (Sprint) is in receipt of the above-referenced complaint of ********************************  We regret any inconvenience ****************** may have experienced with her device return and refund.  We appreciate the opportunity to respond. 
  
  To begin, ****************** activated her account on July 29, 2014.  Our records reflect that she currently has one phone line on our ******** Unlimited Basic-********************* plan.
  
  Our records confirmed that ****************** returned a ******* Galaxy S21 Ultra 5G device on July 15, 2022; however, she was charged a $665.00 warranty non-return fee excluding the applicable taxes, which is reflected on her August 2022 invoice.  ******************** payment of $841.03, which included charges for her service plan and the non-return fee, was drafted on September 22, 2022, via our Autopay option.  On September 27, 2022, we applied a credit of $723.19 to ******************** account to offset the non-return fee and applicable taxes.
  
  Our records reflect that on October 3, 2022, we processed a refund in the amount of $822.19 to ******************** financial institution on file.  This amount was returned to Ms. ******** bank again on October 6, 2022, which resulted in an outstanding balance.   
  
  We spoke with ****************** on October 6, 2022, regarding her concerns.  We advised ****************** that because the payment was refunded twice, her account reflects an outstanding balance.   ****************** remitted a payment of $803.19 that day and as a result, her account reflects a balance due of $112.84 for her normal monthly charges for the billing period of October 1 to October 31,2022.  ****************** accepted our offer and handling of her account concerns.
  
  We appreciate ****************** taking time to provide details of her experience with our **************** team.  We value customer feedback.  Please be assured that the quality of service provided to our customers is of our utmost priority. 
  
  Based upon the foregoing, we respectfully request that this complaint against Sprint be closed.
  
  Thank you for bringing this matter to our attention.  If you have any questions, please do not hesitate to contact me directly by calling *************. 
  
  
  Sincerely,
  
  Sprint
  
  ***************************
  Executive Response
  
  

• Initial Complaint

  Date:10/05/2022

  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 has been charging me for a device that I returned in 2020. It was a refurbished iPhone X. Over $200 was wrongfully charged on my account in that span.Im requesting that Sprint covers the rest of the balance on my account for wrongfully charging me.This was fraudulent and if I am not contacted on this, I will seek legal action against Sprint for stealing my money on a device I gave back to them.

  Business Response

  Date: 10/14/2022

  October 14, 2022
  
  
  
  Better Business Bureau
  12639 **************., Ste. 200
  *****, ** *****
  
  Re:      File 18173996
                          Account XXXXX1175, Sakala ********
  
  To Whom It May Concern:
  
  Sprint,now part of ******** (Sprint) is in receipt of the above-referenced complaint of Sakala ********.We regret any inconvenience that ******************** may have experienced with her billing concerns.  We appreciate the opportunity to respond.
  
  A review of the account shows that it was established on December 14, 2019, and canceled on September 29, 2022.  ******************** had one voice line subscribed to our ******** Unlimited Plus plan, and an Apple watch subscribed to our 500MB Apple Watch plan.  Additionally, we show ******************** obtained an Apple iPhone X 64GB via our 18-month Sprint Flex Lease Program on March 12, 2020,on lease COS-L-H180886724.  ******************** also obtained multiple devices via our 24-month Installment Billing Agreement (IBA) including: COS-********* for an Apple iPhone 13 Pro screen protector, SI phone case, and USB power adapter, on September 29, 2021, COS-********* for an Apple Watch SE on the line ending in **** on May 14, 2021, and COS-********* for an Apple iPhone 13 128GB on the line ending in **** on September 29, 2021.  
  
  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. 
  
  Sprint Installment Billing Agreement (IBA) is a device installment agreement that gives new and existing customers an affordable option to activate/upgrade to a Smartphone,feature phone or tablet.  Customers simply purchase an eligible device with no or a variable down payment,depending on device, and agree to monthly installment payments for each financed device.  There are no service discounts for devices purchased through Sprint IBA and at the time of purchase the customer will be required to pay all applicable sales tax against the Suggested Retail Price (SRP) as well as any applicable down payment for any device being purchased.
  
  We confirmed that Ms.********* ****** lease agreement, which was provided to her at the point of sale, clearly and conspicuously disclose that upon the satisfaction of the lease agreement, if she does not return the device, she will be billed a month-to-month charge and if she chooses to keep the device, she will be billed the Lease Device Purchase amount, which is separate from the monthly lease charge once the lease is canceled.  The month-to-month charge is not applied toward the Lease Device Purchase amount;this is outlined in the Terms and Conditions of her 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.
  
  Our records reflect the 18-month term for Ms. ********* Sprint Flex Lease Agreement COS-L-H180886724 was completed in November 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 her device lease.  Based on our review, we were unable to identify a Sprint billing error and consider the lease agreements to be valid.  Further, we confirmed Ms. ********* monthly service and equipment charges billed at the correct rates based on the plan and options she selected.
  
  Although the charges are valid, to address this matter, we applied credit of $321.43 to the account on October 14, 2022.  Furthermore, Ms.********* account is closed with a zero balance.
  
  We made multiple attempts to contact ******************** at the number provided in her inquiry to address her concerns; however, we were unsuccessful in reaching her.  We value ******************** as our customer and look forward to speaking with her if this matter remains unresolved.  We invite ******************** to contact us at the number provided below at her earliest convenience.  ******************** will be expected to provide the account PIN or the answer to an account security question when she contacts our office.
  
  Based upon the foregoing, we respectfully request that this complaint against Sprint be closed.
  
  Thank you for bringing this matter to our attention.  If you have any questions, please do not hesitate to contact me directly by calling *************.
  
  Sincerely,
  
  
  ***************************
  Executive Response

• Initial Complaint

  Date:10/05/2022

  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 was quoted an all inclusive (taxes and fees) monthly rate for my plan, told I would receive buy one get one free phone. Since then, they have consistently charged me taxes and fees and continue to charge me for part of the cost of the second phone that was supposed to be free. The store manager helped us select phones, but we were told later, after billed, that the phones selected were not part of the special. The store said they would take care of the credit, they did not. They also added on a case plan for all of our phones that we refused. And each time I went into the store to complain about the fees, they said they would credit them, then did not, and refused to remove the care plan. Numerous times, I waited several hours in the store to see someone. To be told the issue was resolved, only to get billed again. Then, my ability to see my bill was removed when someone at ******** made my daughter primary on our account. I spent hours on the phone and over the message chat trying to get this and the previous problems resolved. Finally, I got my account settings restored and the care protection removed. They said they were escalating the issues and have it resolved within 5 days. They would call me back. No one ever called. I messaged several times. Each time, I was told by a "supervisor" the issue was still being resolved. It has been 3 WEEKS and each time they say they will call back in 24 hours, days later, no one does. So I try again. I'm exhausted and just want my refund if expenses billed that weren't supposed to be and my plan set like agreed.

  Business Response

  Date: 10/18/2022

  
  October 18, 2022
  
  FILED ELECTRONICALLY
  
  Better Business Bureau
  12639 *************, Ste 200
  *****, ** *****
  
              Re:       ***************************
                          Your File No. 18172812
                          ******** Account No. *********
  
  To Whom It May Concern:
  
  ******** USA, Inc.(********) is in receipt of your correspondence dated October 5, 2022,regarding the above-referenced account.   
  
  ******** regrets hearing of ****************** concerns and appreciates the opportunity to respond.  ******** records indicate **************** activated the account on July 22, 2021, with three voice lines ending ****, ****, and ****.  The account was subscribed to our tax-excluded Business Unlimited Advanced rate plan for $130.00 per month for the first two lines, the cost with AutoPay is $120.00 per month, plus taxes.  Each additional line is billed at $25.00 per line, plus taxes (or $20.00 with AutoPay).  The account was also enrolled in our 2021 Line On Us 1: Get a 3rd Voice Line On ** with Magenta or Business Unlimited,new customers activating 3 or more voice lines and existing single-line customers activating at least 2 or more new voice lines were able to receive one voice line free (via monthly bill credits) when they subscribe to a qualifying Magenta, Magenta Plus, Magenta *** or Business Unlimited rate plan.  Starting August 23, 2022, the account was subscribed to our tax-inclusive Business Unlimited Advanced rate plan, which is also $120.00 per month for the first two lines (with AutoPay or $130.00 for two lines without AutoPay), and each additional line is $20.00 per month with AutoPay, or $25.00 without AutoPay.  The account is still enrolled in our 2021 Line on ** offer and will continue to receive a monthly credit for one line of service.
  
  ******** records indicate *************** also agreed to and took advantage of our Equipment Installment Plan (EIP) on July 24, 2021, with the purchase of two ******* Galaxy S21 Ultra 5G handsets for $1,199.99,plus tax for each handset.  **************** was not required to remit a down payment at the time of purchase and agreed to 24 monthly installments of $50.00 for each handset.  Additionally, **************** purchased a Nord N200 5G for $216.00 per month, a down payment was not required and she agreed to 24 monthly installments of $9.00.  This purchase is enrolled in our 2021 Smartphone Activate P2 offer, which will provide 24-monthly RDC of $9.00 per month for the Nord N200 5G handset. 
  
  The account was also enrolled in our 2021 ******* Buy 2 P4: Select ******* BOGO with AAL promotion,for a limited time in all markets, customers could buy one qualifying ******* device and get another with up to $800.00 off, via monthly Recurring Device Credits (RDC) in the amount of $33.34.  This required **************** to purchase both handsets on an EIP, activate at least two new voice lines, and subscribe to an eligible rate plan.  ******** confirmed the mobile number ending in **** was enrolled in the offer on July 24, 2021,and has been receiving the correct RDC of $33.34 since then.  By the end of the 24-month EIP, the account will have received a total of $800.16 for the offer, which is the full monetary value advertised for this offer.  Our offers, the details of each offer, along with the eligibility requirements for our offers are available online at www.********.com/offers.  
  
  The account was subscribed to the optional Protection 360 handset coverage on all three lines at the time of activation.  The cost for the Protection ************************************************************* use on the line enrolled.  Our records indicate that the lines ending in **** and **** were subscribed to this optional coverage on the flagship ******* Galaxy S21 Ultra 5G handsets for $18.00 plus taxes, for each line per month.  The line ending in **** was enrolled with coverage for the One Plus Nord 200 5G handset at a cost of $9.00 per month.   
  
  On February 5, 2022, the number currently ending in **** was activated for $25.00 per month, or $20.00 with AutoPay.  This line purchased a One 5G Ace 128 GB handset on EIP for $264.00, a down payment was not required, and the account agreed to 24 monthly installments of $11.00.  This purchase qualified the account for the 2021 Smartphone Activate P4 offer, which provides 24 monthly RDC of $11.00,while the account remains eligible.  This line of service has not been enrolled in an optional handset protection feature since it was activated.
  
  ******** records indicate that **************** brought her billing concerns to her Team of Experts (TEX) team on September 13, 2022.  At this time her TEX team updated her rate plan to our tax-inclusive Business Unlimited Advanced taxes inclusive plan and backdated the start date to August 23,2022.  At the same time, the Protection 360 optional handset protection was removed from the account.  Please be advised, ******** provides customers with 60-days to dispute billed charges.  If a charge is not disputed within 60-days from the date the statement is available, the charge is considered valid and no longer eligible to be disputed. 
  
  In an effort to amicably resolve this matter, on October 7, 2022, the account was issued goodwill credits totaling $821.70, which covered the account balance that was due October 15, 2022, and leaves a remaining credit balance of $628.36, which will be applied toward future billing statements.  **************** confirmed her concerns have been resolved.  ******** 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
  

  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:10/05/2022

  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.

  Hi, I am reaching out to complain about an un-adjustable roaming charge of 41 USD on my bill for duration of July 13-Aug 12 which should be reimbursed. This was clarified with Sprint customer service on chat with ********** on 8/5/2022 with ID = *******************. The first part of the adjustment was an amount of ****** USD which was related to previous bill and the remainder 41 USD should be returned. This was well understood and confirmed with ******* on Aug 5, 2022. She told me that the second adjustment must be done by Sprint on next bill but was never done. I would like Sprint to immediately reimburse the 41 USD un adjustable roaming charge which was done by misleading of Sprint customer service and selling us a package which was completely false and did not apply to our situation. Here are the phone lines on this account:************ 312-3407277 Best,*********************** ********

  Business Response

  Date: 10/16/2022

  October 16, 2022
  
  
  
  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 *************************** ********, an authorized user on ***** Pausers account.  We regret any inconvenience ******************** may have experienced when disputing international long-distance charges assessed to ***** Pausers account.  We appreciate the opportunity to respond. 
  
  To begin, Ms. ******* account was established on October 13,2019.  **************** currently has three lines of service subscribed to our ***************** Tax Inclusive plan. 
  
  As stated in our Terms and Conditions of Services, which can be viewed at www.sprint.com/termsandconditions, international long distance and roaming rates for voice and data services are additional and will vary depending on the device, selected services, and the availability of coverage.  With respect, we would note that customers should always visit www.sprint.com/international or contact our international department for current rates prior to traveling as they are subject to change without notice.
  
  Upon reviewing Ms. ******* account, we confirmed that line ending in **** did not have an international long-distance plan add-on while international calls were recently placed.  As a result, this line incurred a total of $41.00 in international long-distance charges, excluding taxes and surcharges, as reflected on Ms. ******* August 2022 invoice. 
  
  During our conversation with **************** on October 8, 2022, we provided the information outlined above.  Although we were unable to identify a Sprint billing error, as a one-time courtesy exception, we applied a $47.15 account credit for the international long-distance calls in dispute, applicable taxes, surcharges, and late fees reflected on the August 2022 invoices.  As a result, Ms. ******* account reflects a $142.09 account balance.  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,
  
  Sprint
  
  Sirval V.
  Executive Response
  
  

• Initial Complaint

  Date:10/05/2022

  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 phone service merged with TMobile recently. Since this merger, my data has barely worked. I worked Door Dash and Shipt over the summer and missed a TON of work and pay due to the lack of data. I could not navigate properly to the restaurants and stores. I missed so much work, our bills were late. I got a small $50 credit which is not even close to the amount of money I lost due to the loss of data for my job. The data still does not work and I also missed a lot of messages from customers over the summer. I would get them days later, making the customers angry since I did not get their requests. My friends tell me they get messages saying messaging is blocked and messages won't go through. Most people can barely hear me on the phone. This phone is new so I am trapped with TMobile until I can pay it off, however, most other companies won't even accept an unlocked TMobile or Sprint Phone since the towers are not reliable. I cannot get caught up with this overdue bill, due to all the service charges every time I call to make arrangements, and reconnect charges. I missed work because of the phone and then we got covid in September for over 2 weeks, missing more work. I need proper credit for the loss of data from July- September. I can't use it so I shouldn't be charged for it, I also need extra fees taken off and a manageable payment plan.

  Business Response

  Date: 10/17/2022

  October 17, 2022
  
  
  
  Better Business Bureau
  12639 *************., Ste. 200
  *****, **  *****
  
  Re:      File 18171976
                          Account 815231589,*************************
  
  To Whom It May Concern:
  
  Sprint, now part of ******** (Sprint) is in receipt of the above-referenced complaint of **************************  We regret any issues ************** may have experienced with her service. We appreciate the opportunity to respond. 
  
  To being, ************** activated her account on November 19, 2016.  Our records reflect that she has two voice lines.  The noted phone lines are associated with an Installment Billing Agreement (IBA) for their corresponding equipment. 
  
  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.  Our network engineers investigated Ms. ************ performance in her service area and identified a service impairment at one of our tower locations that serve her service area at the time she reported having concerns.  Our records indicate the noted impairment has since been resolved.
  
  We attempted to contact ************** to discuss our outlined findings.  Regrettably, we were unable to reach her; however, we invite her to contact us at her earliest convenience should she any outstanding service concerns.
  
  Based upon the foregoing, we respectfully request that this complaint against Sprint be closed.
  
  Thank you for bringing this matter to our attention. If you have any questions,please do not hesitate to contact me directly by calling ************. 
  
  
  Sincerely, 
  
  ****************         
  Executive Response
  
  
  
  

• Initial Complaint

  Date:10/05/2022

  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.

  never stuck by my 2 year monthly price they told me they were .

  Business Response

  Date: 10/17/2022

  October 17, 2022
  
  
  
  Better Business Bureau
  12639 *****************, Suite 200
  *****,** *****
  
  Re:      ***********************
  Your File 18171947
                          Sprint Account 443453588
  
  To Whom It May Concern:
  
  Sprint, now part of ******** (Sprint) is in receipt of the above-referenced complaint of ***********************.  Sprint regrets any inconvenience **************** may have experienced with his account 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 web site at www.sprint.com have not deviated from the published information.  In our continued efforts to provide all our customers with the best pricing possible, we cannot fulfill any verbal offers that deviate from the formal and approved published device and/or service plan pricing.
  
  Sprint Installment Billing Agreement (IBA) is a device installment agreement that gives new and existing customers an affordable option to activate/upgrade to a Smartphone, feature phone or tablet.  Customers simply purchase an eligible device with no or a variable down payment, depending on device, and agree to monthly installment payments for each financed device.  There are no service discounts for devices purchased through Sprint IBA and at the time of purchase the customer will be required to pay all applicable sales tax against the Suggested Retail Price (SRP) as well as any applicable down payment for any device being purchased
  
  A review of the account shows **************** upgraded his mobile lines ending in **** and **** by purchasing two iPhone 14 devices via 24-month Installment Billing Agreements (IBA) TM-********* and TM-********* on September 15, 2022.  Although we have no record of the free device offer **************** described, to resolve Mr. ******* billing concerns to his satisfaction, a member of our ************************ team added a recurring credit of $33.34 for the remaining 24 months on IBAs TM-********* and TM-********* on October 6, 2022.    
  
  We made multiple attempts to contact **************** at the telephone number and e-mail provided in his inquiry to discuss his account concerns; however, those attempts were unsuccessful.  We look forward to speaking with **************** and encourage him to contact us at his earliest convenience if he has any additional concerns. 
  
  Based upon the foregoing, we respectfully request that this complaint against Sprint be closed.
  
  Thank you for bringing this matter to our attention.  If you have any questions, please do not hesitate to contact me directly by calling ************. 
  
  
  Sincerely,
  
  Shola A
  Executive Response
  
  
  
  
  

• Initial Complaint

  Date:10/05/2022

  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 ordered an IPhone 14 Pro and after trying to activating it numerous time I called ******** on October 3rd. I spent a total of 3 hours on the phone being transferred from person to another then finally being told by a supervisor (*****) that a ticket (SD7931067) has to be submitted to the IT department and someone will contact me in 24hours. No one has ever contacted me and during this time i have no phone to use since my new phone could not be activated and my old phone was deactivated. According to the representative, she was unable to reactivate my old phone while they work on activating the new phone. It was recommended that I go to a physical store.On Oct 4th, I took time off work to go to a physical ******** store in the wind and rain only to have the staff at physical ******** store tell me they cannot activate phone because I am a legacy sprint customer.On October 5th, after not receiving a call back from ******** I called again and was transferred to tech department and after 30minutes the call disconnected. I called back again and have now been on the phone for 2 hours and 25minutes. I have been transferred to numerous reps and go through the same process over and over with no end in sight. I am still on hold while typing this complaint and was just disconnected again.The only help I received was a rep telling me that she can reactivate my old phone in the mean time. Surprisingly, since on my first call I was told that was not possible. Now, i am being told it can take 72hrs for a response to the ticket. I keep asking how I can send back this phone and they keep saying they need to see if they can get approval to return it. I'm a loyal customer of ********************** for ** years and extremely disappointed on how unprofessional ******** has been. I feel as if they sold me a device that they **** know how to activate and that they did not train their staff to troubleshoot. i do not trust ******** and believe canceling my service is my next option.

  Business Response

  Date: 10/14/2022

  October 14, 2022
  
  
  
  Better Business Bureau
  12639 **********************************************************************
  
  Re:      File 18171493
              Account *********, *************************
  
  To Whom It May ********
  
  Sprint, now part of ******** (Sprint) is in receipt of the above-referenced complaint *************************.  We regret any inconvenience **************** may have experienced with activating a new device.  We appreciate the opportunity to respond. 
  
  To begin, ****************** Sprint account was activated on September 14, 2000.  She has four phone lines that are subscribed to the Sprint ****************** plan.  She also has two mobile broadband devices that are subscribed to service plans that include 500 megabytes of data.  Our records reflect that **************** activated an Apple iPhone 14 on her phone line ending in **** on October 3, 2022. 
  
  We spoke with **************** on October 6, 2022, and she advised that her phone started working on October 5, 2022.  We apologized for the loss of service for three days.  We reviewed the account and determined that there was an issue with provisioning, which resulted in the delayed activation of her device.  In appreciation of ****************** business, we offered to apply a credit equivalent to one month of service once the October 16, 2022, invoice generates.  **************** accepted this offer. 
  
  We appreciate **************** for taking time to provide details of her customer service experiences.  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