Sprint Corporate Care Customer Service Issues

I have been trying unsuccessfully for a week to unlock a phone to switch to another carrier. The customer service experience has left me incredibly frustrated. Initially, I was informed that providing the account number and passcode to the new carrier would suffice for all phones to transfer over, but unfortunately, one phone remains locked. Despite multiple calls where I was told it would take 5-7 hours, two days have passed and the issue is unresolved—my mother still doesn't have her phone unlocked. Yesterday, I found out via email that the phone would not be unlocked until the balance was fully paid, something I was never informed about before. I only received the bill yesterday, due on Oct 2. I urgently need the phone unlocked today as promised. I was assured a supervisor would call me immediately, but no call has come through yet. This mistreatment is disappointing after being a long-time Sprint customer. If this matter isn't sorted out today, I will have to escalate it further. Thank you for your attention to this matter.

I recently discovered unexpected cancellation fees on my Sprint Flex plan after using it for 12 months. Despite being assured by an agent that I could open a new line with a discount and not worry about the old line until the new device arrived, I later found out about the fees. After double-checking if there would be additional charges, I was frustrated that this information was not disclosed initially. My two calls to customer service today, each lasting about 60 minutes, did not provide a resolution. When I expressed my dissatisfaction to a supervisor and threatened to switch providers due to hidden fees, I was informed that I still owed $[redacted]. As a loyal customer of over a decade, I feel disheartened by the hours spent on the phone with unhelpful and deceitful representatives.

I purchased a case with cash a week ago, but it doesn't meet my needs. I have the original receipt. I visited two corporate Sprint stores at 7:30 pm and 8:30 pm today to return it, but they refused due to a lack of cash for refunds at night. I'm concerned about not being able to return it before the warranty period expires. It's frustrating to face this obstacle after having multiple issues with Sprint. This situation may lead me to switch to another carrier in the near future.

I contacted Sprint at [redacted] to request an extension on my payment until Friday the 28th. The representative I spoke with was unhelpful, so I asked to speak to a supervisor. After being on hold for 36 minutes, I was disconnected. Upon calling back twice more and facing similar wait times and disconnections, I contacted a Sprint store for an alternate number, [redacted]. After a 43-minute hold, I finally spoke with a supervisor. However, I was told Sprint does not offer compensation, despite my past experiences. The supervisor refused to provide further assistance or escalate the call, providing only an employee number, I[redacted]. After over 3 hours of attempts to resolve this issue, including missed work time, I am frustrated. I seek a direct resolution and can be reached at [redacted].

I am currently experiencing harassment by a collection company regarding a bill that your customer service team confirmed I do not owe. I have written down names, dates, and a reference number from my recent call to customer service. I switched to Boost nearly two years ago, and even they have reached out to confirm I have a zero balance with your company. Additionally, I find it excessively challenging to speak with a live customer service representative, which is both inconvenient and frustrating. It is essential for you to rectify your records, reach out to the collection company, and instruct them to cease harassing me.

On September 10, I was promised a $[redacted] discount on 2 phone lines by customer service. However, when I was transferred to sales, they said I could only get the discount on one line. I asked them to verify this and let me know the outcome. On September 13, I was informed that I could only get the $[redacted] offer on one line but was offered a $10 per month loyalty discount on the other line, which I accepted. I then had a 45-minute call with sales to place the device order. After discussing colors, I agreed on the same color for both phones. Unfortunately, I was later told that the phone I wanted was not available. After contacting the corporate office in Atlanta on September 19 to file a complaint, they assured me I could still get the original offer. However, when I visited a Sprint store, I was informed they couldn't process the transaction and that I needed to call sales. Despite spending over 2 and a half hours on the phone with customer service and sales, I have yet to receive what was promised. Now, I am being told that the $[redacted] discount has expired, and no one can override the system to honor the initial promise. Despite accepting the offers given to me on multiple occasions, I am facing difficulties completing the transaction. As a loyal Sprint customer for 18 years, I am disappointed with the level of customer service I have experienced. All I want is to receive what was originally promised.

I have been wrongly charged for something I was assured would be at no cost. This is the third instance in a year. I spent over 3 1/2 hours on hold with customer service over the past 5 days to try to resolve this issue. Initially, I was on the phone for over an hour, but the representative put me on hold and never returned. During a subsequent 1 1/2 hour call, another agent agreed to resolve the matter within 24 hours, but the charge is still on my account. Today, after a 45-minute call where no progress was made, I am considering switching to another service provider after being a customer since [redacted]. Please address this issue promptly before I decide to disconnect my services and seek service elsewhere. It is frustrating to be billed incorrectly for errors made by your company.

On 9/4/[redacted], I brought my phone to the Sprint store for repair. They advised me that it needed to be sent to Apple. I was given a replacement iPhone that didn't work. After waiting a week and checking in, I called the store in Rolling Meadows, IL, for an update but didn't get any useful information. I was told to go in for another replacement, but I lived too far. After two more calls, on 9/14, a technician said they would email for an update. When I went to the store on 9/15, they didn't have my phone, gave me an old iPhone 5, and seemed unprepared and rude. Despite being a Sprint customer for 12 years, paying for insurance, and having a monthly bill of $[redacted], the service I received was disappointing. The technician and manager were unapologetic and unhelpful. I've been chasing this issue with multiple reps, retention, and customer care without a satisfactory resolution. I am considering ending my lease due to the poor treatment and lack of customer loyalty.

I placed an order for your service on 08-26-18. The service was supposed to work in my area, but unfortunately, it did not. After being sent a magic box that also did not work, I canceled on 08-31-18 within the 14-day grace period. I was promised a return kit and reassured I would not be billed. Despite not receiving the return kit, I received a bill. After multiple calls, each time being told the bill would be removed and return kits reissued, I received another bill on 9-26-18. After speaking to a representative today and being given interaction # [redacted], I am currently on hold waiting for a supervisor to address the situation. If this issue is not resolved promptly, I will have to escalate it to the attorney general and my lawyer. I have done everything instructed by your company, and it is crucial for you to follow through on your promises. My name is Candee S. and my account number is [redacted].

I have been a Sprint customer since March 9, [redacted]. My daughter wanted an iPhone 7+ at 13, followed by my 17-year-old son. Recently, I tried to upgrade my 15-year-old daughter's phone to an XSmax without an upfront cost, as promised. However, the process turned chaotic when they informed us of a $[redacted] fee after initially saying it would be free. Despite multiple customer service reps misleading us, Vinn, in a different department, recognized the error and insisted on getting me a supervisor. After a long wait, Gabby intervened, acknowledged the mistake, refunded the money, and assured me of an investigation into the conduct of Lauren and Rose. This experience has left me considering a network change.

I have been faced with numerous issues regarding my devices, plans, services, and billing at Sprint. I encountered multiple discrepancies in the information provided by their representatives across various departments. During a 3-hour phone call a month ago, I made several changes to my three accounts. Recently, when my new tablet arrived, it could not be activated because the SIM card was improperly inserted. Despite contacting support, supervisors, and tech support, the problem persists. I have a trail of emails and call records highlighting my struggles over several months. I intend to file a formal complaint against Sprint with the Sprint Corporation and The Better Business Bureau, and also lodge an online complaint. I am simply seeking a resolution for the phone line, tablet, and Hulu access issues that I continue to face.

I have been a customer for 2 years and recently decided to upgrade to the iPhone 10 through Sprint. Though I successfully placed the order with multiple representatives, UPS delivered the phone to the wrong address and falsely signed for it under my name two weeks ago. It took numerous calls to both Sprint and UPS to resolve the issue, involving police intervention and filing a report. Sprint agreed to send a new phone, but despite my request to pick it up elsewhere, they sent it via UPS again. Unfortunately, the phone wasn't at my local UPS, and they redirected it to an unknown post office location. Frustratingly, I still do not have my iPhone 10. I have expressed my frustrations to Sprint but have not received a resolution. I am eager to receive the iPhone X with the same number and cost as initially agreed upon. Thank you. - Marie B.

I purchased an iPhone in June [redacted] from SAM'S WAREHOUSE for $[redacted].99 and paid in full. I signed up for Sprint service but had to cancel within 30 days as it didn't cover Tucson, AZ. Recently found the phone and tried to unlock it. Despite verifying I don't owe any money, Sprint customer service reps have been unhelpful and rude when I asked for the phone to be unlocked. I've called several times and faced unacceptable behavior from some representatives, including a supervisor named Minerva who was dismissive. Despite recording every call, the service provided by Sprint has been disappointing. I simply want my fully paid phone unlocked. The lack of professionalism from some representatives, including Minerva, has led me to consider reporting this to the FCC as per federal law regarding customer service interactions.

Last February, my husband and I upgraded from iPhones to Samsung Galaxy S8 Active phones. Unfortunately, since the first week of having them, we've encountered multiple issues. We can't make calls without using speakerphone, the service is poor, the battery life is short, and text messages sometimes don't reach recipients. Despite reaching out to Sprint in-store and through customer service, even contacting Samsung for troubleshooting, the problems persist. Having to restart the phones constantly and struggling to make calls is impacting our jobs. After 8 months of paying for faulty phones, we're considering returning the Samsung phones and switching to leasing iPhones. We believe Sprint should address these issues since they are offering $0 iPhones to new customers.

I was informed that I have a $[redacted] credit pending and was advised to call to confirm it has been applied before making a payment of over $[redacted] due on the first. I have attempted to contact customer service three times and have each time been put on hold for over an hour. This level of service is completely unprofessional. Additionally, I am interested in obtaining the necessary details to switch phone providers. I feel deeply dissatisfied with Sprint's inconsistencies. Each representative provides conflicting information, leading to my frustration with the company.

On September 17, I brought my husband's LG Stylo3 phone to the corporate-owned Oxford Valley Mall store. The phone had shut off while he was taking pictures the day before and wouldn't turn back on. Initially, I was told to return in half an hour; however, when I went back, they confirmed they couldn't restart it and would either send it for repair or provide a new phone since it was covered by insurance. After some back and forth, the phone was due to arrive on the 24th. I received an email on the 25th saying the phone was ready, but upon calling the store, I found out that the phone wasn't actually fixed. Instead, they had received a new one which also had issues. I was then informed that another new phone would be available for pickup on the 28th. After receiving conflicting messages, waiting extensively at the store, and being offered a used phone without accessories, my frustration grew. Despite the inconveniences and lack of communication, I am hopeful for a resolution and eager to have this matter resolved promptly. Thank you.

We recently signed up for a promotion to lease a Galaxy S9 and get a Galaxy 9 Plus on Sprint. However, right from the start, there were issues. I was charged $[redacted]+ and had to add a line for a tablet. The phones were sent incorrectly, leading to confusion. Despite being offered a discount of over $[redacted] after spending over $1,[redacted] in three months, I am still facing a nearly $[redacted] phone bill. I am dissatisfied with the resolution, even after speaking with someone from the escalations corporate office, and I want to escalate my concerns to the corporate level. We have been loyal Sprint customers for 21 years, and I believe I have fulfilled my end of the agreement for the free lease, now it's on them to fix their mistakes.

I have made multiple attempts to schedule a pickup for the Sprint Magic Box since last Thursday, 9/27. Despite receiving a return package from UPS, the pickup was not properly scheduled as the representative did not include the apartment number. I diligently checked for the carrier but discovered through the reference number that the pickup had already occurred. Today, I have been calling the same number without success. Requests to speak to a manager resulted in being disconnected or transferred to a department unable to assist. Now, when trying to contact customer service, I am met with a closed line message at 2:30 Central Standard Time. Dealing with Sprint has been frustrating, and I am disheartened by the lack of competence in arranging pickups for their equipment. It seems the return of the Magic Box may be in limbo, leading to financial loss for Sprint due to inadequate training of their representatives in this matter. Trust in this company's capability is severely diminished after this experience.

I recently placed an online order for new phone service and phones. After a charge of $98 to my card, I encountered issues trying to have the phones shipped to a store due to the lack of a nearby location within a 50-mile radius. Despite paying for overnight shipping, further verification was requested by Sprint via email. When I called, I was instructed to visit a store with my driver's license for verification, but again faced a problem due to the nearest store being over an hour away, despite the representative's misinformation. Ultimately, I canceled my order and was advised I could purchase the phones in-store. Despite being promised a refund within 24 hours, I was later informed it might take up to a week. A promised waiver of the activation fee was not honored, and I was left disappointed by the overall experience with Sprint's unhelpful and misleading customer service.

I have been a Boost Mobile customer for years. I pay $50 a month and always pay on time. Today, my phone had network issues, and when I called customer care, they were unhelpful. The representative tried calling my phone, which rang, contradicting my experience of no calls coming through. I requested to speak to a supervisor, but the rep refused because I couldn't provide a pin. After 45 frustrating minutes, I went to a Boost store, where they fixed the issue promptly. Due to the network problem, I missed an important call about my grandma's passing. This experience has made me question my loyalty as a customer. I expect better treatment, especially after faithfully paying $53 monthly. I hope for a resolution before my bill is due tomorrow, or I might consider taking my loyalty elsewhere.