Sprint Corporate Care Customer Service Issues

I am a new customer. My name is Cheryl A., my phone number is [redacted]. On the day I started my account, I ordered an iPhone 7 Plus, but I received a Galaxy S Plus instead. I called and was told they were out of stock of the iPhone 7 Plus, so I was offered the Galaxy S8 Plus as an alternative. I returned the Galaxy S Plus and was told they were waiting for the correct phone to arrive. They recommended I choose another phone in the meantime, but I had to pay another deposit due to a system issue. They assured me the deposit and $30 would be refunded once I received the correct phone, but I have not received it yet. The $[redacted] I paid for the original phone was supposed to be credited back to my card on the 25th, but it hasn't been done. The Galaxy S8 I received first was incorrect, showing logos from different carriers. The unlocked phones I received are from Verizon and get very hot. The flash won't turn off, making it hard to use the phone. I have been facing challenges communicating with representatives who have been rude and unhelpful. I have been a loyal T-Mobile customer for 12 years and was looking forward to joining Sprint. I hope this issue can be resolved promptly, and my funds refunded. Thank you for your assistance.

I am considering taking legal action against your company. As a disabled American Veteran from the Vietnam era, my phone broke a month and a half ago, and I have struggled to get support. Initially, the store brushed me off, indicating it was my responsibility to contact Motorola for assistance without providing me with the necessary information. Despite my efforts, including contacting Motorola and following their instructions, no progress has been made in repairing my phone or replacing it. The store was unhelpful during my visits, and now they claim I should have taken insurance for the phone, although I had attempted to do so when switching to Sprint but was advised against it. This situation feels like a scam, and if not resolved, I may involve the local police, my congresswoman, Tammy Duckworth, and even the FCC. I am disappointed with how I have been treated and the lack of assistance in resolving this matter promptly.

I am extremely frustrated with the ongoing issue I've been experiencing with Sprint since June. When I called yesterday, I spent over two hours on the phone only to have your representatives repeatedly place me on hold and then hang up on me three times. Finally, when I spoke to someone who seemed to care, the call suddenly disconnected. I am thoroughly disappointed with your company's service. I have had a prior experience with your company in the past and decided to leave, and now, I am considering switching to a different provider who values their customers. Please review the notes on my account and listen to the call recordings from June until now. I cannot continue to be a customer of a company that lacks professionalism and fails to provide adequate support.

Hello, I am Marie Ocean. On July 18, I received an email from Sprint about a payment of $[redacted], which I disputed. After initial promises of a refund, no action was taken. On July 31, amidst personal tragedy, I was contacted by ely.ayala@sprint but no resolution was reached. Despite subsequent attempts to get in touch, the issue remained unresolved. My recent efforts to contact Sprint have been fruitless, with no progress despite multiple calls and being put on hold for hours. I am seeking assistance with this matter urgently. Thank you.

I have been a Sprint customer since [redacted] when my brother and I signed up, receiving an extra [redacted] free minutes. Despite not having records dating back that far due to working at Sprint for a time, I have now encountered a significant service issue. My son's phone malfunctioned, leading to a 59-day process to receive a working replacement through Asurion. The refurbished phone that arrived was dead on arrival, needing repair. Despite my frustrations and previous experience working for Sprint, the resolution offered was subpar. A customer service representative offered a $35 credit and a refurbished phone for my $[redacted] device, which I do not find satisfactory given the circumstances. As a long-standing customer, I expected better treatment and a more adequate solution to this prolonged inconvenience.

I have been a Sprint customer for 18 years. Recently, I moved to a new state and encountered poor service. After many attempts, Sprint allowed me to return my phone, which had 9 installment payments left. They promised to credit my account upon receiving the device back in good condition. I promptly returned it using their provided kit. Although they credited my closed account, they continue to bill me. I was instructed to pay and then request a refund. Despite paying $[redacted].71 on September 5 to clear the balance as told, I received a new bill for $[redacted].18 showing inaccuracies. This ongoing issue for over two months is frustrating. I aim to uphold my excellent credit score earned through diligence. It is unsettling that Sprint stores my payment information without my consent for future charges. I prefer to authorize each transaction for security reasons. I urge for a resolution on my account #[redacted]59 to reflect the promised credit and show a zero balance.

Since upgrading my phone and service plan four months ago, I've experienced dropped calls and failed text messages. Despite requesting a return kit for my old phone seven times, I have yet to receive it. Each time I inquire, I'm assured it's on the way, but it never arrives. Despite confirming the correct address multiple times, the issue persists. I've resorted to communicating via chat on Snapchat due to the unreliable service. Promises of a credit have not materialized, and my bill has now reached $[redacted], due September 12th, risking my phone being shut off. The old phone still appears on my bill due to the missing return kit. Customer service has been frustrating with a lack of documentation, forcing me to repeat my concerns with each call.

A few days ago, I spoke with a Sprint agent who arranged a payment plan for me. She mentioned that if I couldn't make the $[redacted] payment, I should call before the 11th to reschedule. Yesterday, I contacted an agent who said the relevant department was closed but assured me of a callback today, the 11th. After speaking with another agent, I was disappointed by her rudeness. She acknowledged the note on my account but refused to honor it, claiming no supervisor was available. I am upset by this inconsistency in service. Despite being a long-time customer, the current treatment is unacceptable. Failure to pay nearly $[redacted] by tomorrow may result in service disconnection, though this was not part of the agreed arrangement.

I switched my account to T-Mobile in November [redacted]. Recently, in August [redacted], I discovered I was still being billed. After contacting customer service, I learned there was an open line on my account that I did not know about. Despite confirming the line was unused, I was initially promised the $[redacted].95 due would be waived and a refund for the collected payments. However, after a follow-up call and speaking to a supervisor, the situation became more complicated. The supervisor advised me to contact the Fraud Division, which was closed. Upon contacting them later, they did not believe fraud had occurred. I called back to customer service, and they mentioned canceling my account, but there was confusion regarding the promised waivers and refunds. Despite conflicting notes in my account, I was informed I still owed $[redacted] with no mention of the initial promises. I am requesting the $[redacted] to be refunded as agreed, the two months refund promised, and for the $[redacted] to be waived.

This afternoon, I spoke with a Sprint representative over the phone regarding hooking up an old phone on my existing line. Shortly after, I was directed to visit a nearby Sprint store for further assistance. The store in Torrance at the shopping center on Torrance Blvd and Hawthorne Blvd has consistently provided unpleasant experiences. Despite being a frequent visitor, my latest visit was the worst yet. The service is slow with extended wait times and the staff can be condescending and unprofessional. This time, I left without any resolution. Despite providing all necessary documents like photo ID, work ID, and purchase bill, they could not assist me without my passport, which seemed unnecessary for a simple phone connection. The store manager's lack of help and the unprofessional behavior towards other customers are disappointing. I feel let down and am considering leaving Sprint but face challenges due to my current contract. Proper training for the staff may improve customer experiences in the future. Overall, I seek resolution to this issue with Sprint Corp for a satisfactory outcome. Best regards, A dissatisfied and frustrated customer

I am a dissatisfied Sprint customer seeking assistance with billing issues. The problem began in June when additional charges appeared on each line of my account. While I received some credits, I was misled into believing that switching to an unlimited data plan would only result in a small increase in my bill. To my surprise, the bill actually increased by over a hundred dollars. Despite multiple calls and promises to investigate by reviewing call recordings and reverting to the old plan through the back office, I have not received any follow-up. My bill, which used to be around $[redacted], has now escalated to nearly $[redacted]. If this matter remains unresolved, I will have no choice but to consider leaving Sprint. My name is Jennifer M., and my phone number on the account is [redacted].

On August 12th, my mother and I visited Sprint store #[redacted] to explore qualifying for the contract buyout program. We spoke with Trystan Lund, who seemed helpful. I mentioned my mother's recent dementia diagnosis and business closure, explaining we aimed to save money by switching from Verizon. I had a Samsung Tab E to trade in without a device payment, only a service contract. Trystan assured me the termination fees would be covered. However, at the counter, the tablet was deemed ineligible for trade-in, complicating the process. Now, a month later, trying to finalize the switch, I encountered issues entering information due to the tablet not being traded in, despite Trystan's assurance. Customer service confirmed the tablet's exclusion from the promotion. This misinformation has put us in a difficult situation as we cannot afford to pay off the Verizon contract. Trystan's incorrect guidance has jeopardized my mother's credit. Seeking resolution from Sprint before escalating to the BBB to prevent collection actions from Verizon. The process of submitting final bill information has been more complex than initially advised. Clarification on how Sprint handles paying early termination fees to Verizon is needed. Requesting assistance to address these issues promptly. - B. Schwartzenberger and J. Hess

On the twelfth of August, my mother and I visited a local Sprint store to inquire about the contract buyout program. We spoke with a helpful representative named Trystan Lund. I mentioned my mother's recent health condition and the closure of her business due to our desire to switch from Verizon to save money. I had a Samsung Tab E to trade in, which I clarified was owned by me and not under a device payment plan, but part of a service contract. Trystan assured me that trading in the tablet would cover the termination fees, even without a device payment. However, when we went to process the tablet trade-in, the serial number showed it was ineligible. Despite my reminder that all contract termination fees must be covered for us to switch, Trystan reassured us that as long as there was no device payment, it would not be an issue. Now, after a month, I am unable to enter the tablet information for reimbursement of early termination fees as promised by Trystan. Despite contacting customer service, I was informed that my tablet was excluded from the promotion, leading to frustration and financial difficulties for us on fixed incomes. I hope this can be resolved promptly before resorting to escalating the matter.

I encountered an issue with Sprint overcharging me, which resulted in a significant overdraft in my bank account. This isn't the first time I've faced this problem with Sprint. I've been trying to resolve this, but keep receiving conflicting information. Initially, I was told on Sunday the refund would be processed within 24 hours, which didn't happen. On Monday, they said it would be resolved by the end of the business day, but it wasn't. Now they claim it's pending refund approval. Each time I contact them, I receive a different response, and they now mention it might take until Friday. This delay is causing my bank to charge me fees, leading me to file a complaint against Sprint. Although they managed to reverse the overcharge previously, I'm puzzled why they can't do it promptly this time. The situation has disrupted my finances, and the customer service representatives are not providing consistent assistance.

Dear Forum Members, I want to share my experience with an order I placed in September [redacted] for an IPhone 8 and an iPad 6 Generation 32GB with Sprint. I received discounted prices for switching to Sprint and my credit score, plus I paid extra for overnight shipping. The items shipped on September 4th, [redacted], and I received them on September 5th, [redacted], at 4:30 PM. However, upon inspecting the IPhone 8, I realized I should have ordered the IPhone 8+ instead. After contacting Sprint customer service, I was assured I could exchange the phone once. My concern was if the flash sale price would still be valid since I was leaving on September 7th. I was informed the price would increase for the IPhone 8+ but I was fine with that. When I returned on September 14th, [redacted], and tried to exchange the phone, I was informed I could no longer avail of the flash sale as previously promised. As a long-time customer who recently switched back to Sprint, I feel disappointed by this miscommunication. I believe it's not fair to be misled about offers. I simply wish to exchange my IPhone 8 for the IPhone 8+ as initially advised. Sincerely, Douglas Gleason

As a Military Service Member, I have been a loyal customer since [redacted]. Upon returning from deployment, I noticed a charge for a broadband device that I had already returned to the Sprint Store on the same day my children were allowed to make changes to my account. Despite returning the item promptly, I have been charged a service fee for 15 months. A supervisor assured me of a refund within three business days after verifying with the store; however, this has not been done. Frustrated, I am considering switching to another service provider if this issue is not resolved by today, 9/18/[redacted]. I have shown great patience, but even I have my limits.

I am disappointed with the new phone I am leasing from Sprint. Unable to return it within the timeframe due to adjustment issues, I later found out it was discontinued by Apple. Seeking an upgrade, I spoke to a representative named Dennis, who mentioned I qualified but wouldn't waive the $[redacted] down payment for a new [redacted] GB phone. Another representative contradicted this, saying the fee couldn't be waived. Their supervisor showed no empathy, pushing me to consider switching carriers. Feeling mistreated, I requested corporate assistance, hoping to resolve the issue. Desiring fair treatment as a loyal customer, I insist on having the deposit waived and the activation fee discounted. I am deeply disappointed with the service received, except for Dennis. Please respond to me at [redacted]. Thank you. Regards, S.C.

I'm a Military Service Member and a loyal customer of ****. On September *, ****, after returning from deployment, I noticed I was charged for a broadband device I had already returned to the Sprint Store on the same day. The Hollywood Sprint Store allowed my underage children to alter my account without my consent. Despite returning the item promptly, I've been charged a service fee for ** months. A supervisor assured me on * September that I'd receive a refund within three business days after confirming with the store. Disappointingly, no action was taken when I followed up yesterday. I'm extremely frustrated and may switch to another service provider if this isn't resolved today. I've been patient, but even I have my limits.

As a loyal Military Service Member since ****, I recently returned from a deployment only to find out that I was wrongly charged for a broadband service by Sprint. Despite returning the item the same day to the Hollywood Sprint Store, I have been charged a service fee for ** months. I was assured by a supervisor on * September that I would receive a refund in three business days after they verified it with the store. Unfortunately, I called back recently to find out that the refund never went through. If this issue is not resolved today, I will have to switch to another service provider. I have been patient, but this situation has tested my patience. I am requesting a full refund for all the charges incurred for a service I did not use, as there is no record of any usage on the item.

I have received multiple requests to return my device and was assured that someone from corporate would follow up with me. Unfortunately, I have not received any calls back. Recently, a call was made to me stating that a return box would be sent for a phone that is not compatible with my current location, but I have yet to receive it. Despite these attempts, my issue remains unresolved after several weeks. I am experiencing poor service on the island of Hawaii, impacting the usability of my phone. I kindly request assistance in sending a return box and addressing my situation promptly. To understand the severity of my connectivity issues, please review my bills from June onwards, which document the frequent dropped calls I have experienced. Thank you.