Sprint Corporate Care Customer Service Issues

I have been with Sprint for 8 years and unfortunately missed the 14-day return window for my new iPhones due to family emergencies. The in-person and phone customer service experience has been disappointing. A manager failed to disclose their position and requested me to come back the following day to speak with a manager, only to find out she was the manager all along. This lack of transparency is unacceptable. Additionally, a phone representative mentioned starting a case for my complaint, but when I followed up, the next representative had no record of it. This inconsistency is also unacceptable.

I am a customer named Arizona Lee from Arlington, TX, with phone number [redacted], residing in the zip code [redacted]. I have been with the company since [redacted], currently having two lines and enrolled in autopay. My concern revolves around the poor service received involving ordering a 10xr phone through an upgrade on my leasing plan. Initially, I visited the Sprint mobile store in Arlington at Merchant Row in Highlands to purchase accessories, but encountered issues with my phone being locked due to it being misplaced. Following their recommendation, I proceeded to the mobile store at [redacted] South Cooper in Arlington to purchase the [redacted] megabytes, which was unavailable. Despite my attempts, being unable to resolve the lock has persisted for 48 hours. A subsequent visit to the Fort Worth Apple Store on November 1 presented the same stock issues, leaving me unable to place an order. Despite a later attempt to order over the phone, the service representative failed to follow through. Today, on November 6, after multiple failed attempts, frustrations continue with the reluctance to order the coral phone in stock without a credit card, despite being on autopay. To my dismay, after numerous failed interactions, I am left without an upgraded phone after a week of back and forth.

On Thursday, November 1st, I visited the Easton company store in Columbus, Ohio due to a service blackout lasting 5-6 hours. I couldn't make or receive calls because of the interruption. After learning about the service issue, I decided to upgrade my phone. The associate suggested the Samsung 9+ and recommended a bundle with a wireless charger, screen protector, and case. I completed the transaction and returned on Monday, November 5th, to upgrade my wife to a 9+ and my daughter to an iPhone XR, requesting the same accessory bundle. During this transaction, the associate unexpectedly asked me about payment for the accessories. It turned out that the previous associate had split the accessory charges over 12 months without informing me. I assumed they were included with the phones. Feeling misled, I plan to return the accessories, especially the charger, and pay outright for the case and screen protector on Saturday, November 10th. I found it unsettling that staff discussed customer transactions loudly, including one case where a customer almost got charged for Beats Headphones. As a loyal Sprint customer, I would appreciate some feedback on this matter. Thank you.

I recently visited a local Sprint store to inquire about switching from Virgin Mobile to Sprint. While there, I encountered a lady who seemed unsure about the products and didn't appear to be an official employee. She asked for my ID multiple times, entering my information into both a desktop computer and an iPad. Despite having my driver's license in front of her, she struggled with my address. She even took several pictures of my license on her iPad. Feeling uncomfortable about the situation, I asked her to delete my information and left the store. The experience left me concerned about the security of my personal details. I'm considering reaching out to Sprint to verify the legitimacy of the store and the staff member. This happened today at the Sprint store located at [redacted] Broadway, Elmwood Park, NJ, around noon. A few years ago, I was a Sprint customer but switched to prepaid. Now, after this incident, I'm unsure about returning to Sprint.

I had a Sprint account with 4 lines until the end of [redacted]. The main phone number was [redacted]. We decided to cancel and returned 3 phones by mail while the fourth one was turned in at a Sprint store in Washington. After receiving a $[redacted] bill for the phones, I called Sprint, and after adjustments, paid the balance of over $[redacted]. I thought the account was settled. However, months later, I started getting collection calls claiming one line was never canceled. Despite my calls to Sprint and collections, the issue persists and now affects my credit report. It's frustrating, and I need this resolved before resorting to a CFPB complaint. Please ensure all communication is sent to both myself, Pamela Peterman, and my wife, Evelyn Haber. Contact us at [redacted] and [redacted]

I attempted to pay off my phone in October to facilitate an upgrade. I reached out via chat, requesting clear instructions to ensure a smooth transaction. Following the chat person's guidance, I made an additional payment as advised, although my bill incorrectly reflected the amount owed according to the chat. On November 6th, my phone bill showed a payment for the phone bill instead of the lease payoff, and the phone remained linked to my account. After conversing with a representative who assured me the issue would be resolved, I was taken aback to find a past due balance on my bill the next day. Despite assurances from Christine, the problem persisted. I was informed my lease was terminated twice, not due to my actions. Now, in order to upgrade, I must pay a new payoff amount while dealing with a past due balance on my bill. Despite numerous calls on November 7th, including one with representative SD897702, my dilemma remains unresolved. The prospect of upgrading without addressing this recurring issue offers no solace.

I attempted to settle my phone in October to upgrade it. During a chat, I asked for clear instructions to ensure a smooth transaction, then paid extra as advised. In November, my bill reflected payment toward the phone bill rather than the lease payoff, causing confusion. Despite being assured by a representative named Christine that it will be resolved without a need for a new payment, my bill now shows a past due balance due to the lease being canceled twice. This situation has prevented me from upgrading, and after spending significant time on the phone, the issue remains unresolved. I seek to have the promise made by the chat and phone representatives honored by removing the $67 from my bill as previously discussed. The chat ID for the conversation where I was assured not to make another payment is [redacted][redacted]6.

My phone keeps roaming. After visiting the Sprint store in Johnson City, NY, they redirected me to their Vestal, NY store. Despite calling the [redacted] number multiple times, the issue persists. Initially blamed on tower repairs, now they suggest it could be my phone. Out of our 7 lines, only mine is affected. I need a reliable phone for work, and simply getting $10 off my bill isn't satisfactory. Hoping to resolve this before needing an upgrade. After my husband spoke with someone, we are expecting a call back in 48 hours. This ongoing problem has been reported for months. Given our extended loyalty, the service and billing should reflect better treatment.

My experience with upgrading my four lines has been frustrating. It took a total of 6 1/2 hours over two days to complete my order, with no support offered and no compensation despite the inconvenience. Each time I spoke to a new representative, I had to repeat my order from the beginning. I still don't know if all the deals promised during the upgrade will be honored; I've been told to wait for my first bill. Even after paying for expedited shipping, one of the lines had an issue with the SIM card belonging to another phone, resulting in a delay of three days just to process the order for a new SIM card. I now have to wait longer due to the weekend. Each time I called for an update, I was transferred multiple times, having to restate my information and issue repeatedly. It's frustrating that this information cannot be passed between representatives efficiently. I would appreciate credits on my bill for the inconvenience of dealing with the call center representatives, who I often struggle to understand over background noise.

On October 8, [redacted], I initiated an online chat with customer service to file a corporate complaint as advised by a phone representative. The issue started when I purchased an iPhone X for my daughter in September, and within two weeks, I faced reception problems, only able to use apps through Wi-Fi. Despite visiting the Sprint store three times without a resolution, the support was ineffective, prompting my request to terminate the contract and return the phone as Sprint service does not function well in my area. The conversation abruptly ended when they attempted to transfer me to a specialist. I am seeking assistance in voiding the contract and returning the phone, which has only been used for three weeks. Thank you for your attention to this matter.

A few weeks ago, I attempted to upgrade my 4 lines. The process took over 6 hours and 2 days to complete due to constantly being transferred to different agents and having to repeat my information and order each time. When attempting to finalize the order, there were issues with my credit cards due to an error caused by an old billing address. Even after receiving the phones, one of the SIM cards was not registered to the correct device, leading to another delay. Despite multiple calls and being placed on hold for extended periods, the issues remain unresolved with just apologies from each representative. I find it frustrating that information cannot be transferred efficiently between agents. I hope that the initial deals of $[redacted] off each Samsung phone and a $10 credit per line per month will be honored, along with additional compensation for the inconvenience and time wasted while trying to resolve these issues.

I reached out to the Fayetteville, GA store (Store #[redacted]) to inquire about phone repairs in person. Upon speaking with "Eboney," I asked about the repair services, and although her initial response was unclear as I was put on hold, she later responded with a curt "YES" when I asked again. Requesting to speak with a manager, I was surprised to learn that she was the manager. When inquiring about appointment procedures, she mentioned going online, which I found questionable as my son had previously received repairs without an online booking. I was taken aback by the apparent lack of customer service skills displayed by "Eboney" and felt that someone else at the store may be more suitable for customer interactions.

Since switching from Verizon to Sprint, our bill has been a complete mess. It has been two months, and Sprint has yet to pay off our Verizon bill as promised. Furthermore, we were assured in-store that our invoice would be adjusted to match an online order through Sprint, but we have had to constantly follow up to receive the credits we were promised. Despite numerous calls to store employees and managers, we have experienced unfulfilled callbacks and a lack of resolution for our issues. This level of service is unacceptable, and we are regretting our decision to switch providers. The lack of communication and delay in problem-solving has made us question if the higher prices at Verizon were worthwhile for the superior customer care. The manager's excuses about waiting on higher-ups for decisions have not provided any solutions, leaving us feeling frustrated and unresolved. We are in dire need of concrete answers and improvements.

John T. Doe [redacted] Main Street Anytown, USA [redacted] Date: November 9, [redacted] Email: [redacted] Subject: Complaint Regarding Sprint Service Account Number: [redacted] To Whom It May Concern, I am writing to express my dissatisfaction with Sprint and their treatment of long-standing customers. Despite being with Sprint since its inception, I have consistently seen new customers receive better deals than loyal customers like myself. Every 12 to 18 months, my bill for three phones increases without explanation. In June [redacted], after experiencing ongoing issues with Sprint's service, I decided to terminate my contract. When contacting the Sprint Cancellation Department on June 3, [redacted], I spoke with a representative named Osha Marie, who attempted to retain me as a customer by offering the "Unlimited Freedom" plan at a reduced rate and a discounted lease on a Galaxy S8+. However, within 18 months, my bill had increased by $30 without any additional benefits. Despite assurances from Sprint of upcoming promotions for existing customers, my recent conversation with representatives in the Charlotte, NC office confirmed that there were no current offers for loyal customers like myself. It is disheartening that Sprint is more focused on acquiring new customers than retaining valued long-time clients. Regrettably, I have decided to switch to another service provider due to Sprint's lack of appreciation for customer loyalty. Sincerely, John T. Doe

I have called several times to get a contact number for the corporate office, but the initial person I spoke to said they couldn't provide it upon instruction from the manager. Our family plan has been with Sprint for many years, and the service issues and lack of transparency are frustrating. Currently, my mother has been waiting on hold for a manager for over an hour. In July, when my mom upgraded her phone, the store representative told her my phone had one more payment left, and my brother's line was already paid off. Why do we need to inform Sprint when our payments are completed? This information dates back to July, and now it is November. Recently, I contacted Sprint regarding my phone having no service, and I was given the excuse that we aren't charged for roaming, yet there is a significant amount of roaming on our bill. If my phone is constantly on roaming, how am I not being charged for it?

Dear Mr. Michel Combes, My name is Janet MacDonald, and I joined Sprint about three months ago. I am writing to address the issues I have encountered with the lack of knowledge displayed by your customer service team. I recently visited a Sprint Store inquiring about ongoing promotions and was offered a buy one, get one free deal on the iPhone 8+ and an iPad. The store manager, Matthew D, also mentioned $[redacted] gift cards would be provided if additional items were purchased. However, after buying phone covers and chargers, I only received two $50 gift cards. Upon receiving my bill totaling over $[redacted], significantly higher than initially discussed, I reached out to customer service. Despite attempts to rectify the situation, only Matthew D could assist. This back-and-forth continued, leading to multiple bill adjustments and a sudden decline in credit without consent. The ongoing billing discrepancies and lack of communication have caused distress. I seek resolution to return to the initially agreed-upon monthly amount. If not addressed promptly, legal action may follow. I am eager for a swift and satisfactory resolution. Thank you for your attention to this matter. Sincerely, Janet MacDonald

Two weeks ago, I checked my account and discovered that Sprint withdrew $1,[redacted].82 without my permission. I do not have a Sprint account, but I was paying my daughter's bill since she is in college. When she switched to T-Mobile, there might have been a remaining bill. I contacted Sprint on 11-1-[redacted], and they said it would take 3-5 business days for them to investigate. After that, it would be another 3-7 days to refund my money. I have been calling every day for two weeks to get my money back. Today, they told me the case was closed but opened another report, which will take additional days to resolve. This situation has caused my bills to fall behind and created financial stress. I have faxed my bank statement to prove my daughter's account is separate from mine. I am considering reaching out to the news for assistance. I am hopeful to have my money refunded promptly.

I contacted on the 26th to make a payment of $[redacted] and requested an extension for the remaining balance of $70 to be paid on November 9th. I explained my current difficult situation and asked for an extension for the November bill. I was advised to call back after making the $70 payment on the 9th to make further arrangements. However, when I called on November 9th, I was informed that my account is overdue by 15 cents for 36 days. I expressed willingness to pay the 15 cents to secure an extension, but they insisted on 50% of the bill for an extension. I find this unfair and have been facing difficulties resolving this issue. Your assistance in addressing this matter would be greatly appreciated.

I need to unlock my Sprint iPhone 6, and Apple is requesting proof of purchase. I purchased the phone in Salinas, California, and now I live in North Carolina. I contacted Sprint's online service, but they advised me to reach out to the store of purchase. The store in Salinas directed me to contact the North Carolina store. However, the North Carolina store could not assist and suggested I return to the original store. I am encountering difficulties connecting the phone to my Apple account. I'm trying to sort out which iPhone is associated with which phone number as I upgraded to an iPhone X. The iPhone 6 line I need to unlock has the number [redacted], and my contact number is [redacted]. Thank you for your assistance.

I had arranged a payment for Nov 10th, but on Nov 8th, I made an additional payment of $[redacted] to help cover next month's bill. However, the next day, an extra $[redacted].71 was withdrawn from my account through auto pay. As a single mother of 5 in St. Louis experiencing a power cut due to insufficient funds, this situation is extremely challenging. Moreover, my account is incurring daily overage charges, making things more difficult. The refund process, initially 24-48 hours, has now been extended to 3-5 days without informing me. Despite being on hold for extended periods and experiencing call disconnections from representatives and supervisors, I am still waiting for a resolution and desperately need the refund to address my financial situation.