Sprint Corporate Care Customer Service Issues

I have been a loyal customer of Sprint wireless for eight years and have maintained three lines while always paying my bill on time. Recently, I added a fourth line due to giving up a corporate device. There was a 50% off promotion on the latest iPhone models, so I decided to try the iPhone X. I ordered it online around August 8th and picked it up at a Sprint store in COVINGTON, Georgia. After a few days, I realized I didn't like the model and wanted to switch to the iPhone 8 Plus in red. When I called Sprint, I was told it was a simple process that could be handled at the store. However, despite multiple calls to customer service, my issue remains unresolved. I am concerned as my 14-day return period for the iPhone X ends on 08/25. My corporate escalation number is I[redacted]. Thank you.

I am disappointed with my bill situation. I usually pay $79, as agreed with a Sprint Supervisor in Dallas, TX but now it shows I owe $[redacted] online. Customer Service explained the new amount, which I disputed as incorrect. I have previously raised concerns about unaffordable plans and was later informed by a local Sprint Manager in Dallas, TX about a suitable plan "Unlimited 55 + v2" for both my and my mother's phones at $[redacted] a month, same as my old plan and with a $46 credit. I was assured I would pay $79 in August and $[redacted] from September onwards, but only received a text, not an email, confirming this. I am seeking immediate resolution to this matter. I am willing to pay the initially agreed $79 but not the increased amounts of $[redacted] and $[redacted] as mentioned today. Please address this promptly.

On August 16th, I discovered that I was incorrectly set up with a prepaid account when I should have been on a post-paid account. This was rectified yesterday, but my prepaid account still charged me. After spending over 9 hours in the last 24, trying around 10 different Sprint numbers with no solution, I am frustrated. Despite numerous attempts, I have been denied escalation to a supervisor more than 30 times. I am currently juggling both a prepaid and a postpaid account, without service on the latter. I request for my prepaid account to be closed, the number ported to my postpaid account, and a refund for the additional charges. I believe the company owes me compensation for the time and aggravation endured. Communication efforts with the migration team have not led to a resolution. The situation has worsened since my initial complaint, with a supervisor suggesting only a 14-day cancellation option. I will continue sharing my grievances until a satisfactory resolution is reached. Thank you for your attention to this matter.

As a previous Sprint employee from [redacted] to [redacted], I have always valued Sprint as both an employer and a customer, but my recent experience was disappointing. Over the last 8 months, due to illness, I fell behind on payments and failed to return my old device as agreed. When I called to settle my account by paying $[redacted].23, I was promised service restoration after a 15-minute wait and device power cycle. However, after waiting over two hours with no service, I discovered my account was in collections requiring full payment to restore service. This experience left me frustrated as the partial payment offer I initially received was misleading. As someone aware of Sprint's focus on customer service, I urge them to address such issues to maintain their reputation. Despite not being a perfect customer, I hope my feedback helps Sprint improve its customer experience. I will be returning the old device this weekend. Thank you for your attention. -Vernita Williams

In April [redacted], I became eligible for a phone upgrade with Sprint. I was offered a promotional deal - purchase an iPhone 8+ and receive an iPhone 8 for free by adding another line. I requested to swap the new phone with an existing number on my account and agreed to get a new flip phone for the new number. However, the promotional deal was not reflected in my bill for June, July, and August. Each time I called, the charges were removed, but today a Sprint supervisor named Mikyla informed me that the promotional deal was rescinded due to misinformation. Despite my insistence that it wasn't my fault, she couldn't reinstate the discount and I have to pay an extra $29.17. When I asked for another supervisor or corporate representative, I was told there was no one else to speak to. To manage the cost, I had to disconnect the new number. If this issue is not resolved, I may have to switch carriers and contact the FTC Bureau of Consumer Protection. After six years as a Sprint customer, I am left feeling disappointed. - Mara Liz R.

As a Commissioner and Actress, having a working phone for casting calls and emergencies is essential. I currently own a Samsung x8 and am not looking to upgrade. I've been experiencing issues for the past 2 days where I can't make or receive calls properly. Calls take 20 seconds to connect and then get dropped. After contacting Sprint messenger and visiting a Sprint store, I was informed about tower updates causing disruptions. Missing important calls jeopardizes my work. I have always paid my bill on time, totaling $1,[redacted].00 over the years. If this problem persists, I might have to resort to seeking help from the news or switching to another service provider. It's crucial for me to have a reliable phone connection, and I hope this matter can be resolved promptly.

During my visit to Austin, TX on 8/16/[redacted] to see family, I went to the Capital Wireless Sprint store at [redacted] Louis Henna Blvd Ste [redacted], Round Rock, TX [redacted]. I wanted to upgrade two Samsung phones to iPhoneX, but they were out of stock. The representative, Christian, offered to expedite the order with overnight shipping for $12, which I agreed to. When I checked the tracking number EA[redacted]28US on 8/17, I saw it was due to arrive by 8/20. I informed Christian on 8/17 that I needed the phones before my flight to VA on 8/19. He arranged for two phones from another store, activated them as new lines, and I left. On 8/18, I contacted Sprint to cancel my old Samsung lines. To my surprise, I had 7 lines instead of 5 due to the two phones Christian activated. Christian promised to remove them once they arrived on 8/20. As of 8/25, I still have 4 iPhonesX on my account. I tried to speak with the manager, Jen, but she was busy and took my details promising to call back, which she never did. I need this resolved promptly or I will cancel within the 14-day return period.

Around a month ago, my wife and I went on a getaway to Walla Walla, WA when my phone stopped charging. We visited the local Sprint Store for assistance. Despite spending $[redacted].00 and two hours in the store, we left with two new phones and unexpected charges, including an 800GB data plan. After receiving a bill for over $7,[redacted].00 and numerous frustrating phone calls with Customer Care, I was advised to return to the store where the mistake occurred. Following a long trip to Walla Walla, multiple hours in the store, and assurances that the data plan would be removed in a few billing cycles, I was shocked to receive a new bill demanding nearly $7,[redacted].00 again. Despite trying to resolve the issue with unhelpful supervisors and the store manager, my phone remains restricted. I have been a loyal customer for 25 years and request the removal of the unauthorized data plan and restoration of my service.

I listed an iPhone 8 on your site for $[redacted].99 through my company. I'm planning to switch to Unlimited Basic soon from being a Sprint customer for 10 years. I haven't been able to confirm if I can get the same phone at this price under the new plan. I don't want to add it online without assurance. Another concern is my son's situation. He recently got married and wants to move to a separate plan with his wife, but he's being told he isn't considered a new customer. Despite never having a bill in his name. We'd like to resolve this so he can enjoy the benefits of being recognized as a new customer.

I am Jonathan D. and I switched carriers in April with 3 months left on my contract. I settled my phone and early termination fees. Despite never using or requesting wireless internet service, Sprint continued to bill me $48.50. I have contacted customer service six times in the past two weeks, asking to speak to a manager, but each time I was promised a call back. All I want is the $[redacted] owed to me, which they keep denying without explanation. I possess all the necessary documents to support my claim, proving they charged me for a service I never had. Even after confirming with a Sprint store that I didn't receive any wireless internet equipment, they refuse to reimburse me. If this issue persists, I am prepared to take legal action against Sprint for their unfair charges.

I have encountered numerous issues trying to get my phone line canceled by Sprint. Despite visits to Sprint stores and calls to customer service, my phone line remains active on their network even though my two-year contract ended on 08/25/17. On 08/17/18, I was told at a store in Fremont, Ohio that my account was settled and I just needed to contact Sprint customer care. After multiple calls and payments, the line still wasn't canceled post-contract. Despite being assured the line was canceled and my phone unlocked, the issue persists. Despite reassurances from customer service, the line remains active. I am disappointed in the lack of resolution and poor customer service provided. I seek only what was promised: the release of my phone from Sprint's service.

I have been a loyal Sprint customer for years with two working iPhones. Recently, when my daughter's phone had issues, Sprint store advised adding a new line. They helped us shuffle numbers to get a new phone without changing our existing numbers. Last year, my daughter lost her phone and we chose to pay off the phone and end the lease to get a new one as recommended by the store. However, despite assurances of no additional charges, I now have a $[redacted] bill with charges for the lost phone. Despite multiple calls, the issue remains unresolved, and I feel disappointed and frustrated with Sprint. I feel neglected as a long-time customer, facing inconsistencies in the information provided. I find it challenging to dedicate time during work hours to address this ongoing problem. I now plan to record conversations for my records. I seek assistance in resolving this matter promptly and fairly as a valued customer.

I recently upgraded my Samsung Galaxy 8 to a 9. I received a shipping kit from you and sent the phone through UPS with tracking number 1Z9R[redacted][redacted]. After filing a claim with Sprint, there was no follow-up. When I inquired later, Sprint mentioned I needed to handle the claim with UPS. On 7/12, I filed a claim with UPS, and the following day, they attempted to inspect the phone at Sprint's warehouse but couldn't locate it. After contacting Sprint on 8/20, I was provided with a ticket number SD[redacted] and assured that they would resolve the issue. However, an email stated my account was overdue, which is incorrect as the broken phone cost should be deducted. UPS insists Sprint must contact them for phone inspection before processing any payment. Please, assistance is needed with this matter. Contact me at [redacted]. - TM

I have been attempting to cancel my contract and unlock my phone to switch to another carrier since August 4, [redacted]. Despite numerous calls to your call centers, I have received incorrect information and discussions with managers in your overseas locations have been unproductive. After settling my overdue balance of $[redacted].17 on August 15, I was informed that my phone would be unlocked within 24-48 hours. However, after almost two weeks of waiting, when I called on Tuesday, August 28, another 'manager' stated that an additional $[redacted] was required to unlock my phone. I would appreciate it if a 'domestic' manager could contact me at [redacted] to address this matter. Thank you. - Steve S. [redacted] [redacted]

I discovered an unauthorized payment of $[redacted].23 on 8/30, following a payment arrangement and payment of $[redacted] on 8/27 for my overdue bill. On 8/31, I contacted a Sprint Chat representative who assured me she processed a payment reversal and I would receive a confirmation code after closing the chat. Unfortunately, I did not get the code, so I messaged the Sprint text number. Despite speaking with several representatives who were unhelpful, I eventually requested a supervisor. The supervisor mentioned they were creating a "fund case," which will take 7-10 business days to issue the refund. It only took a day for Sprint to deduct my money. I insist this amount of $[redacted].23 be returned promptly by 9/5. I refuse to pay a late rental fee due to Sprint's untimely deduction from my account.

In June [redacted], I upgraded four iPhones and returned them to the store. Sprint took $[redacted].31 from my bank on August 17, stating the phones weren't returned. I have proof of the returned phones with ticket numbers and store confirmation. Despite contacting Sprint multiple times and saving chat logs, I haven't received my refund. Two supervisors said it was in process. I've always paid my bills, and this situation has caused financial strain. I've reported this to the BBB and informed my bank. Today, I will contact my attorney regarding a fraud complaint against Sprint.

I purchased the S9+ from Kevin at the store on Telegraph and 7 Mile in Detroit, MI, back in May. Kevin informed me that the phone would be 50% off, which prompted me to upgrade early despite having two months left on my current contract. He assured me the credit would appear on my bill starting in 2 billing cycles. However, when the credit did not show up, I approached the store where I was advised that Kevin needed to discuss it with his manager, Dawn, for resolution. Despite multiple attempts over two weeks, I received no response. A credit of $[redacted] on my bill falls short of the promised discount. When I tried to address this via online chat, I was disconnected twice. I insist that Kevin takes responsibility for the error in the sale and the failure to provide the agreed discount. I expect the full credit promised as an incentive for my upgrade based on Kevin's assurance that the phone would be 50% off.

Account Number: [redacted]75. Our account was closed in May [redacted], with the final payment made in June. Surprisingly, we received a bill for $[redacted].61. Unfortunately, we no longer have the security pin, and the previous account manager, Don H., has left the company. After multiple attempts with customer service and the corporate store, I am unable to access the account or resolve the issue. I have tried to contact Don H. with no success. Given the circumstances, I am reluctant to pay for services terminated in [redacted]. As the IT Director for KPM CPA, I am requesting assistance in regaining access to the account before addressing the payment. Our firm merged with KPM CPA, and Randall M. is now the managing partner. You can contact me at [redacted] or [redacted] ext [redacted]. Feel free to copy [redacted] on any correspondence. Thank you for your attention to this matter.

I recently upgraded my iPhone 7 to the iPhone 8 Plus and added an extra line for a free iPhone 8 Plus. After canceling the new line, I mistakenly activated the wrong iPhone 8 Plus. Sprint switched my number to the correct device. I returned the first iPhone 8 Plus and Sprint confirmed its receipt. They provided a return label for the second iPhone 8 Plus, which I also returned, and they confirmed its receipt as well. Now, Sprint is charging me $[redacted] for a device I no longer have, and customer service has not resolved the issue. How can I resolve this?

I have been a Sprint customer since January [redacted], and I am extremely dissatisfied with the customer service I have received. The agents do not seem to care, listen, or provide accurate answers to my inquiries. I have encountered lies, arguments, and unhelpful responses during my calls. Understanding some agents is challenging, and even when they do, they only partly grasp my concerns. I am frustrated by having to resolve issues independently or by visiting a Sprint store for accurate information. Despite requesting retention assistance, my problems persist. During a recent call to arrange a payment plan and discuss upgrading my daughter's malfunctioning phone, I was informed that I needed to pay off the device first, contrary to what I was initially told when switching to Sprint. The payment arrangement made was not satisfactory as it does not align with my current layoff situation. I urge Sprint to enhance its customer service as my experiences have been disappointing, leading me not to recommend Sprint as a wireless carrier to others after switching from AT&T. I hope for a change in the way representatives engage with customers for an improved service experience. Thank you for addressing this matter promptly. Thank you, Wanda M.