Sprint Corporate Care Customer Service Issues

I have been experiencing ongoing issues for several weeks now. In July, I added funds to my account due to a lack of minutes. When I called Assurance to ensure my funds would carry over to August, the representative I spoke with asked about my satisfaction. I explained the issues with my phone: dropped calls, text message problems, and internet access difficulties. Despite promises for a new phone and tracking details by August 1, I never received any information. On August 3, I was informed that no record of a new phone request existed. Despite speaking with a supervisor named Frank, no progress was made. Instead, I faced arguments and lack of assistance from customer service representatives. Even though I was given a confirmation number for a new phone ([redacted]34) and a reference number ([redacted]), the situation is far from resolved. It has been a frustrating and time-consuming experience dealing with Assurance Wireless.

I am a former Sprint customer with account number [redacted]97, and I terminated services in May [redacted]. I am disputing a past due charge of $[redacted].80. I sent a detailed email to [redacted], explaining the issue with a phone conversation I had with Sprint on 4/22/19. Despite being told there would be no cancellation fee since I paid the final phone lease payment of $[redacted].30, Sprint applied it to my bill instead. Today, August 6, [redacted], I learned about the cancellation fee. The notes indicate different information than what I was told. I need the corporate office to review my case as the Sprint representatives are not taking my concerns seriously. Please rectify this by removing the inaccurate past due amount. Thank you, JoAnne R., email: [redacted]

I noticed an error on my bill due to excessive data charges from not properly connecting my phone's hotspot. I visited the Sprint Store on Western Blvd in Jacksonville, NC, and spoke with Zach, the manager, and contacted Sprint Customer Service. I should have received a credit for the extra data used in July, which should have been applied to my August bill. Despite paying the adjusted amount, I was informed that I still owe for extra data this month, risking service interruption. Both Zach and Sprint Customer Service confirmed an agreed credit but now claim I rejected a $[redacted] credit for this month. This offer was never presented to me, and I would have accepted it. My previous service interruption caused a significant loss of income, only to have the issue slightly resolved and then reoccur. I am dismayed by the inconsistencies and feel compelled to switch service providers. It's disappointing that Sprint is reneging on their commitments. I expect at least a month or two of free service as a gesture of goodwill, but I'm resolved to leave Sprint permanently after this experience.

I was promised a $[redacted] Visa card for each new phone line I opened with Sprint. After contacting them multiple times, I received conflicting information. I was informed I was no longer eligible for the Visa cards. The store where I purchased the phones explained that the promotion was only valid if I kept my existing phone numbers. This detail was not communicated to me during the initial purchase. I am disappointed as I expected to receive $[redacted] for the four new lines. This situation has left me frustrated and I seek a resolution.

Good afternoon, I hope everyone is having a great day. I am writing to address an issue I've encountered with Sprint. Recently, one of my phones was stolen, and upon contacting Sprint, I was surprised to learn that even with insurance, I would need to pay $[redacted] for a replacement. Additionally, when inquiring about an upgrade, I was told I'd have to pay $[redacted] due to the remaining time on my 18-month lease. Despite only having a few months left, I was informed I needed to specifically request a buyout plan after the lease ended. After speaking with multiple representatives for about three hours, I visited a Sprint store on 8/7/19. Although customer service attempted to assist, the supervisor did not make any adjustments. I've been a loyal customer for 15 years and feel disappointed by this experience, which has led me to reduce my accounts from four to two.

I recently attempted to sign up for your $25 kick-start plan, but encountered difficulties on your website. I was directed to call customer service where I spent over 90 minutes answering various questions and providing my personal information. Despite having an excellent credit history with a high score, owning my home outright, and being financially responsible with a longstanding credit card, I was not able to proceed with the plan. I would like clarification on your credit requirements before escalating this matter further. Please send me details of your credit approval criteria promptly. Thank you.

During my visit to the store at Marina Square, [redacted] Marina Blvd in San Leandro, California, to fix my screen, I encountered an issue. The sales associate, John A, misled me by offering an iPad for free if I paid $25 monthly for unlimited data. Despite my request for confirmation in writing, he provided a receipt indicating an additional monthly charge of $19.17 along with the $25 for data, contradicting the free iPad promise. I was never informed about this extra charge during our conversation. The receipt lacked details about the iPad payments, causing confusion and distrust. I plan to visit the store again to address this with the manager and return the iPad. The situation has been frustrating, especially considering the initial reason for my visit was to repair my screen. I feel deceived and disrespected by this experience, and it has been an unnecessary hassle.

I recently updated my phones and added a line about a month ago. However, when I received my bill, I was shocked to see it had jumped from $[redacted] to $[redacted]. Upon calling customer service to inquire about the increase, I faced multiple hung-up calls and was informed that the full $[redacted] must be paid by August 16th to avoid service interruption. I requested to split the payment, but this was denied. I have been a loyal Sprint customer for the past 2 years and never encountered such issues. I was informed that the third-party vendor I used for the upgrade did not apply payments correctly and made unauthorized changes to my contract. This situation has caused me immense stress, affecting my health as a diabetic who requires expensive medication and multiple daily insulin injections. I am reaching out for assistance to find a suitable resolution before considering cancelling my Sprint service.

Subject: Urgent Matter Regarding My Sprint Lease I am seeking assistance to address an ongoing issue with Sprint since my lease expired four months ago. My name is Mohsine Dounas, and my cell number is [redacted]. I was assured that by making six consecutive monthly payments, I could own my device. The latest assurance was given on July 28th during a call between 6:05 pm and 6:38 pm. A representative named Chris, Operator ID [redacted], promised a $10 bill discount and to include the device cost in my bill due to my location in NJ. Despite multiple attempts to resolve this, I have yet to receive a satisfactory resolution. As a longstanding customer, it is disheartening to be treated in this manner. I am determined to escalate this matter until it is resolved, even if it means involving the Vice President of Customer Service, the Senior Vice President of Care Center, and the CEO.

I visited my local Sprint Store on 8/16/19 seeking clarification on my bill. Unfortunately, the store was unable to assist and directed me to customer service. Opting to call on a Monday morning, 8/19/19, I contacted customer service, where I was quickly transferred to Patricia. Despite our 20-minute conversation, we reached a deadlock on some bill issues, prompting me to request a manager. Sadly, after being on hold for 10 minutes, the call dropped. I have two main concerns: 1) The $[redacted] credit on my local store receipt is not reflected on my bill. 2) I wish to adjust my bill to reflect the cancellation date of line [redacted] as 7/25/19 (iPad return) and the porting of line [redacted] to TMobile on 7/14/19. I kindly ask for prompt resolution to prevent any negative impact on my credit. You can reach me at [redacted] or [redacted]

I need to settle a past due balance. I plan to make a $[redacted] payment on Friday, August 23rd, followed by $[redacted].30 on August 30th. However, the supervisor I spoke with requested an immediate $1.50 payment to schedule a $[redacted].30 payment for August 23rd. I reluctantly agreed to restore services, but I am displeased with the tactics employed. I inquired about my high spending limit of over $[redacted] and was informed it does not influence account handling. I am frustrated and seeking a fair payment plan without unnecessary fees, considering my account is not substantially overdue.

I had a disappointing experience with a Sprint Authorized retailer called BestBuyMobile. During the phone leasing process, they did not provide me with a written contract and only showed a small screen for my signature. I was promised that after my 18-month lease, I could make two additional payments to own the phones. However, now I've been informed that I need to pay an extra $[redacted] per phone to own them, despite already making three additional monthly payments. Both the store and chat service are asking for this additional payment, which does not seem right to me. I believe that the $[redacted] per phone from the previous payments should be credited towards the payoff amount, allowing me to pay the remaining $69 per phone to own them and end the monthly charges. I feel deceived by this situation.

My daughter and I have been dealing with Sprint for two days regarding an unauthorized payment taken from her account. We called inquiring about the lack of notification beforehand. The initial representative, Camilla, explained Sprint's policy due to her service being transferred to Verizon. Despite requesting a supervisor, subsequent representatives, like Pamila and Alexandrea, repeated the same information robotically. Today, speaking with Shatikee yielded no better results. She confirmed the account, but her rude demeanor led us to end the call. The customer service experience has been unhelpful overall, especially with lengthy wait times for a supervisor. Despite our efforts, the calls resulted in being put on hold for extended durations. The recent call with Alexandria led us to a queue to reach a supervisor. However, after close to an hour of waiting, the call disconnected abruptly. The experience has left us shocked and disappointed in Sprint, especially since my daughter has now switched to a different provider. We are considering sharing our negative encounter widely.

I was a victim of domestic violence that resulted in a traumatic brain injury after being attacked and held at gunpoint by my former boyfriend. He stole my phone, causing my outstanding bill with your company. I can provide proof of the incident, but I was informed it's beyond the acceptable timeframe. Currently, I'm recovering from this traumatic experience and rebuilding my life. I kindly request your assistance in waiving my bill and allowing me to start fresh as a customer. I have a Boost phone number I can transfer over. I am committed to moving forward and rebuilding my life. I've cut ties with my abuser, who is now in prison. Your understanding and support mean a lot to me during this difficult time. Thank you for considering my request.

I am trying to have my iPhone unlocked by Sprint so I can switch to T-Mobile. Despite paying off my equipment charges and canceling my Sprint account on 8/27, the T-Mobile sim card I inserted prompted a lock message. Sprint initiated the unlock request on the 27th, but five days have passed, and the unlock has not taken effect. Sprint mentioned a 48-hour timeframe in their email, but I am still unable to use my phone. I have contacted Sprint multiple times, but they have not resolved the issue. Additionally, Sprint wants to charge me $[redacted] for another billing cycle despite canceling on the 27th. I've been without a phone for five days now. Thank you, D.

I recently cancelled my service with Sprint on 8-27 and paid off my equipment. I also requested that my phone be unlocked due to the T-Mobile sim being rejected. The Sprint store clerk assured me that the phone would unlock once the equipment was paid off. I received an email from Sprint stating it may take up to 48 hours to unlock the phone, but even after five days, it remains locked. When I contacted Sprint, they mentioned it could take longer sometimes. Furthermore, my billing cycle supposedly ended on 8-26, but I was billed an additional $[redacted] after cancelling on 8-27. I've been without service for five days now and would appreciate any assistance. - Don C.

Dear Care Team at ArchTelecom Sprint, I am reaching out for assistance regarding an issue we encountered as former Sprint customers. Despite being informed by an employee named Aleksey at your Manchester, CT store that there was coverage in Sturbridge, MA, where we reside, we discovered the opposite upon visiting another Sprint store in Millbury, MA. Our phones were returned to the Manchester store, and we have since switched back to Verizon. Attached is the receipt, and we are seeking a refund of $[redacted].64. We hope to resolve this matter without needing to return to the store. Your attention to this is appreciated, and we look forward to hearing from Sprint regarding the refund. Thank you, P & J Fairbrother

Over the weekend, I engaged in online discussions with a total of 5 Asurion/Sprint Asurion customer service agents and about 4 Sprint customer service agents via chat to address two issues. Firstly, I wanted to understand why my phone, which has a broken screen rendering it unusable, was returned unrepaired. Secondly, I needed to reset the pin on my Sprint account, a requirement for the first issue. It took until the 4th Sprint agent to change the pin delivery method from text to email. Despite having screenshots of unproductive conversations with the 5th Asurion rep, they persisted with redundant queries, prompting me to reach out to Sprint Care and Asurion via Twitter. Only Sprint responded promptly, arranging for a live Asurion rep to assist me. I have expressed my dissatisfaction with both services and hope for a swift resolution to repair my phone, which now faces additional delays due to a new shipping kit and a 5-7 day repair timeline.

On August 14th and 15th, [redacted], I had conversations with a total of 27 representatives. After upgrading two devices on my account, including adding an Apple Watch and returning two other devices, my experience turned into a nightmare. There were two extra devices showing on my account that I did not purchase, and I ended up paying for them for two months. I was promised a credit of $[redacted].00, but one representative put me on hold to speak to their manager and then transferred me to another queue. This problem was first noticed on July 31st. Despite being assured my service wouldn't be interrupted due to non-payment, my service was cut off on August 14th. After multiple calls, including on August 30th, my service remained interrupted without any follow-up. I've noted down the date, time, and names of all representatives I spoke with, as well as the details of each conversation. Due to health issues from an auto accident, I can no longer spend hours on calls without a resolution. The lack of accountability and integrity in handling this issue is frustrating. The representative I spoke with on August 30th indicated that I was unable to make payment arrangements, although I never requested any. I pointed out any arrangements in the system were initiated by them, which she confirmed.

I have been attempting to unlock my phone for more than a month (since July). Despite being assured three separate times that my phone was paid off and unlocked, it remains locked. I am now being asked to pay for another month of service, which seems suspicious to me. The customer service I received when trying to resolve this issue was unhelpful, with 6 individuals being either rude or lacking knowledge. I used to be a satisfied Sprint customer, but recent experiences have led me to believe otherwise. I even recommended Sprint in various online platforms, but I will no longer do so due to the poor service I have received.