Sprint Corporate Care Customer Service Issues

I have three lines with Sprint. Initially, I was told by a sales representative that there would be no penalty for paying off my phone early and that the reception in my area would be excellent due to a nearby tower. However, I've experienced numerous dropped calls and call-making issues. Contrary to what I was advised, I am being charged for paying off my phone early. Furthermore, I received three different payoff quotes from three different representatives, adding to my frustration. When I requested to terminate service for one line after paying off the phone, I was informed that I must wait until the end of the month. After several attempts to get clear answers and feeling like I was being given the runaround for three days, I am now being charged for a line I no longer wish to keep. I am thoroughly disappointed with Sprint and hope to find assistance to resolve these issues.

I have been a loyal Sprint customer for 10 years with 3 lines. Less than a year ago, I added a fourth line when considering switching carriers. The local store enticed us with 2 new Note 9s and extra perks if we changed all four phone numbers. Thinking it was a good deal, we agreed. However, a few months later, I discovered 8 total lines were still on my account. I contacted Sprint to rectify this and finally received credit for the extra lines. However, now, 6 months later, I received a $[redacted] early termination fee for one line. I was never informed about this charge, and I only changed numbers due to being misled by the initial offer. I called Sprint customer service, and they insist it's a valid charge. I believe this fee is unjust as I only changed numbers under false pretenses. I am requesting Sprint to waive this $[redacted] early termination fee as it is not legitimate.

In February [redacted], my teenage daughter lost her phone, prompting me to buy her a new one to ensure her safety. The store advised me to open a new line and keep paying $9.99 a month for the lost phone in sleep mode. When we found the old phone a few days later, my daughter had already shared her new number with colleges she had applied to. Despite wanting to upgrade the new phone to one of our existing 5 lines, Sprint representatives repeatedly informed us this was not possible. As a result, our bill skyrocketed from $[redacted] to $[redacted] a month over 2 years, with unauthorized charges like the $9.99 phone lookout fee for the new line contributing to the increase. I was unaware of and never consented to these additional charges. Account holders are Alexander and Ludmila Birk.

I recently spoke with two representatives at the [redacted] phone number regarding our extensive family Sprint account linked to [redacted]. Having already submitted a payment on 5-3, I am looking to make another payment next week. Unfortunately, none of the individuals I spoke with were able to assist me in extending the payment period. It is regrettable that I have to contact you directly, but as the responsible party for the account, I am in need of support. As a cancer patient, this year has been particularly challenging for me due to a significant surgery in January followed by complications. Despite explaining my situation to Sprint agents, they were dismissive and unwilling to accommodate my request for a payment extension, threatening to shut off services. Any assistance you can provide would be greatly appreciated as I navigate through this difficult period. Thank you for your understanding.

On April 15, [redacted], I followed the advice of a Walmart employee who helped me choose new cell phones from SPRINT. I was assured of a 30-day satisfaction guarantee. Unfortunately, upon reaching home, I experienced poor signal strength and constant roaming on my new phones. Despite returning the phones promptly and canceling the service through Walmart, I was surprised to receive a bill of $[redacted].66. I contacted Sprint for assistance, but after spending nearly an hour on the phone and being transferred multiple times, my billing issue remains unresolved. It seems the 30-day satisfaction guarantee was not as reliable as promised. - J. Handrock

Thank you for addressing the previous phone issue. However, I am facing a similar problem with other lines on my account. When I switched from T-Mobile to Sprint, I was promised an excellent offer on Apple devices. The agreement stated that if we returned our existing devices to Sprint, we would receive iPhone X phones without any charges during the 18-month contract. Upon receiving the new Sprint devices, the package lacked a return box and label for our T-Mobile devices. Despite contacting Sprint customer service multiple times to request the box and label, they advised me to return the devices to the nearest Sprint store instead. The store only accepted one device and refused the others citing that since we accepted the deal online, they couldn't assist. Consequently, as the return due date passed, Sprint started billing me for the two remaining devices. Despite numerous calls to Sprint for a resolution, I have not received satisfactory assistance. A representative named Loria Bennett even denied the deal and requested proof. I shared all three agreement copies via email ([redacted]) but received no response. After multiple follow-ups, I have yet to receive any resolution, resulting in me being charged for two iPhones due to a minor logistical issue.

I recently signed up for a phone service with Sprint based on the monthly bill quote provided by the store manager, Krystal. However, upon receiving the bill, it was significantly higher and did not include the promised $30 credit from the first month. Despite multiple visits to the store and calls, the issue remains unresolved. Krystal mentioned the bill was corrected, but it still does not reflect the agreed-upon amount. Additionally, there seems to be confusion regarding returning a device, with conflicting information from the store and customer care. I have proof of all communication and expect the account to be adjusted accurately before returning the device. This experience has left me dissatisfied, and I am considering switching providers due to the lack of resolution and poor customer service received. I will be escalating this matter and seeking assistance until it is resolved satisfactory. Thank you. - Ms. D

I would like to reach out to Marcelo Claure regarding the loss of [redacted],[redacted] subscribers in the 4th quarter. I am a current Sprint customer facing issues with overcharges. We switched from T-Mobile to Sprint for the Kick Start Plan but ended up being charged more than expected for February and March. Despite speaking to customer service and receiving partial credits, my plan was not reverted back to the original $15 per line deal. After numerous calls and misunderstandings, I am still facing a discrepancy of $[redacted] and frustration with the service. The lack of resolution and communication has led me to consider switching back to T-Mobile or another carrier. I hope this feedback can help improve Sprint's customer service before more subscribers are lost. Best regards, S.M.

I signed a contract for an iPhone XR lease 3 months ago, which should have unlimited data. Despite having a plan for unlimited text, data, and voice, I can't access the internet without WiFi. I visited a corporate store and was advised to enter #CLEAR to troubleshoot, followed by contacting customer care. After a software update and attempts to access the browser without WiFi, the issue persisted. The representative offered a $20 discount for the inconvenience since March. They also instructed the store to check the phone for defects and possibly provide a replacement, at a possible cost to me. I'm frustrated that I might have to pay for a replacement when the phone's inability to connect isn't my fault.

I visited the Sprint Store in Factoria, Washington on Tuesday, May 7th to purchase a new phone, the LG Stylo 4. Even though the phone wasn't available, I signed a 2-year contract for it with Benjamin, the salesperson. When I didn't receive a call, I returned on May 9th and spoke to Josh, who seemed to be a manager. They had Stylo 4 phones in stock, but couldn't sell me one as I had a contract for a different phone still in transit. This seemed unreasonable to me as phones are phones. I've been a customer since [redacted] and my phone number is [redacted]. To sort out this confusion, I simply want one of the available phones.

I had a poor experience with Sprint as usual. I visited the store to pick up my phone only to be told by a slow and unhelpful attendant to do it online to avoid the upgrade fee, which I still ended up paying. Despite making an appointment to transfer my data, when I went back, I was rudely informed that there was no appointment and faced unhelpful customer service from John Yi. I am disappointed with Sprint's service after being a customer for 9 years. The staff, including Dabnis and manager Eric, were dismissive and unprofessional. I have worked in customer service for companies like Enterprise and Amazon and have never encountered such poor service. I am requesting to have my $30 upgrade fee waived.

Subject: Concern Regarding Recent Experience at Sprint Store I wanted to share my recent visit to the Sprint store at [redacted] E 8th Ave, Hialeah, Florida on May 13th. I believe that providing excellent customer service is essential for Sprint to achieve its vision of being a world-class company. Unfortunately, my recent experience did not align with Sprint’s vision. During my visit, the Retail Consultant, Adriana Hernandez, was frequently on her personal cellphone texting while assisting me. I expressed my concern as I believe that focusing on the customer in front of you is crucial. Adriana responded with a less than satisfactory attitude, stating that helping me with my account was a favor. The tone and level of customer service displayed by Adriana during my visit were unacceptable. My daughter, who was present during the encounter, also noted the poor handling of the situation. If this is the standard of service at Sprint, I am considering switching to another mobile provider. Sincerely, Quatina Sellers

I'm quite frustrated with the customer service representative, "D," as this was the second time I spoke with her. Her demeanor changed once I provided my name. I simply wanted assistance regarding the discrepancy in the charges I've been facing since January [redacted]. The breakdown of charges is not what was initially explained to me, and my bill keeps increasing every month. It's disheartening to have someone redirect the issue back to me and insinuate fault on my part. I've been trying to lower my bill since January and I wish to pay the same amount I was previously paying, which was $[redacted]. While I've had positive interactions with Sprint's customer service in the past, this recent encounter was markedly different, with the representative showing little interest in resolving my problem. I recognize that customer service can be a challenging role.

I have been a loyal customer of Boost Mobile since they first opened. I'm reaching out to address multiple issues I've been facing. Despite being aware that Sprint acquired Boost years ago, I'm frustrated by the lack of support. I recently contacted a Boost supervisor who was unhelpful and refused to provide me with my complete records. This encounter triggered severe anxiety and depression for me, leading to a distressing experience. I had to take my prescribed medication to calm down after the supervisor's behavior. The situation escalated to the point where an employee at the laundry mat could hear and witness my distress.

I had a Sprint account that I had to close due to hacking issues. Even though I paid for the phone and services, I was charged after the account closure. I spoke to a Supervisor who credited me for the additional charges, but my account was still sent to debt collection by mistake. I was assured it would be removed, but it hasn't been. Now, it shows as a debt on my Experian report, lowering my credit score from Excellent to Good because Sprint hasn't corrected their error. I have tried contacting numerous times but haven't been able to speak to a Supervisor to resolve this issue. I am very frustrated as a loyal customer and hope this can be resolved promptly.

Hello, I'm Rebecca. I've been a Sprint customer for two years, and my lease has ended. Throughout this time, I've experienced continuous issues with both the service and billing. The bill consistently increased each month, and I decided to stop paying for the hot spot due to its poor functionality. I have since switched to a different phone provider. Although I intend to pay off the phones, I refuse to settle the final bill of nearly $[redacted]. I was misinformed about the payment process for the phones post-lease, and I feel misled. The behavior of your customer service representatives has been unacceptable and disrespectful. I am prepared to take legal action if necessary to resolve this matter.

Yesterday, I contacted Sprint to inform them of my intention to pay my past due balance on May 17th. During the call, the customer service representative repeatedly pushed for an immediate payment, and despite explaining that I couldn't do so, I asked to speak to a manager or supervisor. When the representative claimed the supervisor was unavailable, only offering a payment agreement after I mentioned reporting her, I requested to speak with someone from the management team. After ending the call, the representative persistently called me multiple times, insisting on transferring me to a manager. Eventually, a manager contacted me, but I declined to continue the conversation due to needing rest for work. Despite my request to end the call, the manager tried to prolong the conversation before I disconnected. Unfortunately, Sprint has since suspended my mobile service, even though I was assured it wouldn't be interrupted. With my paycheck expected soon, I hope to have my service reinstated promptly, as I have the right to terminate conversations that cause distress.

I am considering leaving Sprint due to various issues with my new account. I had a frustrating experience with a representative named Mary from a call center based in Eastern Europe, specifically Romania. Her accent was very strong, making it hard to communicate effectively. Despite my efforts to spell out my code word multiple times, she struggled to understand and access my account, leading to a heated exchange. It is time-consuming and frustrating to deal with foreign call centers, and I am seeking an American-based call center for better assistance. If Sprint cannot provide this, I am prepared to close my account. I believe many other customers share my frustration with this practice and will be more selective in dealing with companies moving forward.

I recently reached out to have my phones cancelled due to issues with my bill, which was sent to collections and my services were suspended. I was assured over the phone that the account was fully cancelled. When I attempted to pay the balance for the phones that were no longer in use, I was informed that if I paid the bill, the phones would be reactivated as they were not cancelled properly. Dealing with this phone service has been extremely frustrating. Despite being told I am not contacting the right department, it is the agents' responsibility to transfer me correctly. When I tried calling 1-[redacted], I encountered issues with my security code, even though I used it at the Sprint store and in the online chat. I am unable to access my account on the Sprint website. I am currently overseas due to military orders and I urgently need this situation resolved.

I am writing to express my frustration with Sprint and their treatment of loyal customers. Despite being with Sprint for years, I have consistently experienced poor customer service and unreasonable actions. Recently, I had fraudulent activity on my bank account, resulting in the need to close it for resolution. When I informed Sprint of this issue, instead of offering assistance, they promptly disconnected my service. The lack of empathy and understanding from their end is truly disappointing. I attempted to negotiate a payment extension until 5/31/[redacted], but Sprint declined my request. The numerous restrictions imposed on my account only added to my frustration. Even with one inactive line due to a stolen phone, Sprint refused to close it or make any accommodations, leaving me obligated to pay for a service I could not utilize. This experience has convinced me to terminate my contract with Sprint once it expires, as their actions have left me feeling undervalued as a customer.