Sprint Customer Service Issues

My Sprint Moto E4 lease phone stopped working when my new plan was implemented in either late April or late May [redacted], after the old plan expired. I've been unable to make calls that require speaking because the other party can't hear me. Despite no setting options on my phone, HD and voice roaming features started showing up two months ago. I've been seeking help for 20 days, using a limited prepaid calling plan while still paying my Sprint bill promptly—though I can't make calls. Now, Sprint is only offering plans with HD, hotspot, international text, and voice roaming. Motorola suggested swapping my new phone for a refurbished one at the new phone price. Today, I closed my Sprint account, but was told it must remain active until the next cycle, leading to an extra month's payment for no service. I'll continue paying $6.05 monthly until my lease ends on March 1, [redacted]. I want to use my LG LS [redacted] prepaid phone from Sprint without activation fees. I seek a simple $25 monthly plan with only unlimited talk and text, allowing data add-ons but no hotspot, HD, international text, or voice roaming. Can you provide more details? I appreciate any help. Thank you, Hilda M. Diaz.

I contacted customer service to cancel phone line #4 on my cell account. They offered me two $40 credits if I kept the line on "seasonal hold" for six months at $8.99. I agreed, hoping my son would be ready to use the phone at the end. After six months, I asked for the second credit, but they hadn't canceled the "seasonal hold." Meanwhile, my husband and grown child got new phones on credit through Sprint, raising our bill. I missed that Sprint continued to charge $40 monthly for the "seasonal hold" for 15 months. Today, I found out one phone is on a lease, and the other is paid off, and I'm still being charged $40. When I called, they said I only had two months to dispute charges and offered $80 to lower my bill. When I complained, the Supervisor Jared mentioned I "shared in the responsibility" since I receive a bill monthly. I explained I don't get a bill I have to check online due to my busy life. I was frustrated and wanted to email them as the phone support was not understanding.

I have been a loyal Sprint customer for two years with a solid payment history. Recently, when I visited a Sprint store to upgrade my phone, I was informed that I would need to pay a $[redacted] deposit upfront or opt for a monthly rental fee, which would end up costing me much more than the phone's retail price. Considering my long-standing relationship with Sprint and my consistent purchase of accessories, I believe that the deposit should be waived to maintain my loyalty. Other providers like AT&T offer better terms, such as providing a new Samsung S9 without issues. I hope that Sprint can waive the deposit for upgrading our phones and only charge the connection fee and possibly the initial monthly payment. If this is not feasible, I will have to explore switching to a different service provider.

1) My account was not supposed to be shut off, and this also happened last month when it wasn't supposed to. I have unexpected reconnect charges that I shouldn't have received, and I would like them removed. 2) I requested to have the insurance removed from my account three months ago. Two specialists assured me it was done, but after reviewing my bills, it appears it was never taken off. I am seeking credit for the total sum of those three months. 3) A representative informed me two weeks ago that my monthly bill, after all adjustments, would be $88 recurring before taxes, so $88.51 per month. However, my bill shows $[redacted], and I specifically asked for it to be corrected before payment. Now my phone has been disconnected. 4) I want to benefit from the $10 monthly rebate, but my bill has been incorrect for the past seven months consecutively. I am tired of spending hours each month to resolve this, only to have it wrong the following month. 5) I need my phones reconnected. Please contact me at [redacted] as I am unable to call out. Thank you.

Recently, I decided to upgrade my Samsung S6 phones to newer models. I visited Nebraska Furniture Mart and 2 Sprint stores last Friday to explore different phone options, including the iPhone, which I had never used before. Upon checking my upgrade eligibility and inquiring about the buy one get one iPhone deal, I was assured I qualified. After purchasing two iPhones, along with accessories, believing there would be no down payment, I was surprised to receive an email detailing monthly payments. Despite numerous calls and attempts to resolve the discrepancy over the past 7 days, I have encountered unhelpful customer service and a lack of follow-through on promised promotions. After being a loyal Sprint customer for 17 years, I am disappointed with the poor service and lack of assistance, feeling frustrated by the numerous apologies and no concrete solutions. I sincerely hope for a return to genuine customer service where promises made are promises kept.

I recently contacted the number 1.[redacted] as advised by Sprint customer service to activate international calls for my phone [redacted]. When calling from my home phone [redacted], I received a recorded message confirming the service activation. Please note, I do not require Sprint services for my home phone as I am already with another provider. I kindly request assistance with activating international calls on the cell number [redacted] as my daughter, currently en route to Jamaica, is experiencing difficulties with the app. If possible, could you please contact her to provide guidance on the process? Her name is Janice or Erin. Your help is greatly appreciated. Thank you. John Kelley

I recently became a Sprint customer at a franchise store in College Park, GA, and need to exchange one of the phones I leased. Unfortunately, the phone was stolen but has been returned to a Sprint store. I was initially told by the franchise store to visit a corporate store, then directed to another franchise store of the same company. After some back and forth, I was told I had to return to the exact store where I purchased the phones, which closes soon and is far away. I have run out of time due to these conflicting instructions and need an extension on the exchange window due to the confusion caused by different store employees.

I am experiencing ongoing issues with my service. Throughout the week, in various locations where I work, my phone displays full LTE signal with 4 bars, yet I am unable to make or receive calls, texts, emails, or messages. This is causing a significant problem as I need to be reachable for urgent matters concerning my children, a family member's health, and important work communications. Despite paying $70 a month for my cell phone, it is essentially unusable in these situations. I have tried troubleshooting by toggling airplane mode and restarting my phone, which only provides temporary relief. This recurring problem is becoming increasingly frustrating and disruptive. I urgently need assistance to resolve this issue.

On June 6, [redacted], I contacted customer service to change my billing due date to the 5th of each month. I understood there would be a prorated charge, but was surprised to receive an email stating I owed $87 on a total bill of $[redacted]. Last month, I paid $[redacted]. The first representative I spoke to did not inform me of the prorated amount or due date. When I called back, the second representative was rude and unhelpful. After speaking to a supervisor, it was agreed that $50 would be deducted from the $87, with $37 due on the 1st of July, and the remainder on the 5th. While I was assured this would be my new payment date each month, I am still confused. I would appreciate a prompt call to resolve this before I escalate the issue to the attorney general's office next week. Thank you. Bettye C.

I am using a Sprint Spectrum L.P. off-brand network for my free government phone. Unfortunately, I broke the device it originally came with. I tried putting my SIM card into a new Sprint phone, but I can't get it to activate. The person who signed me up for the service set up a security password, but I threw away the package with the PIN. When I try to access the website, it asks for the PIN. On the phone, when I try using the last 4 digits of my SSN, it repeats the message three times and then hangs up. I’m not sure what my next steps should be to resolve this issue.

In January, my service was disconnected due to a late payment, after 13 days past due. This was the first time I had been late, following six months of on-time payments since I opened the account with three phone lines. Unfortunately, I was the victim of theft and had to report one of my phones stolen. I am now recovering from the incident and injuries sustained, and am ready to catch up on my bills. I can offer $[redacted] to settle the outstanding amount. I hope you consider my theft report and work with me to address this before it impacts my credit report. A representative named Penelope mentioned a potential late payment plan to resolve this issue. Restoring service and avoiding collections are my top priorities. I appreciate your understanding and assistance in finding a solution within my financial constraints. Thank you for your help in advance.

In May, we bought a phone for my son after spending approximately 4 hours in-store to find an affordable monthly plan. The store initially mentioned my total bill would be $[redacted].00 each month. Due to battery issues with my wife's iPhone post software update, we upgraded her phone as well. However, Sprint changed my plan without informing me about this expiring in June, resulting in an extra $30.00 added to my monthly bill. Despite multiple attempts at contacting customer service in-store and over the phone, I have not been able to resolve this issue. I prefer not to use auto-pay because of other financial obligations. Yesterday, different customer service representatives quoted me conflicting prices, one saying $[redacted].00 and the other closer to $[redacted].00. I am seeking assistance to revert my bill closer to the original amount promised.

I have several issues to discuss with the Corporate office, but all the phone numbers are not working, and my emails have not been answered. I am tired of the daily lies and have evidence to support my claims. Paying $[redacted] a month for three lines is unreasonable, and the behavior of the Financial Team is unacceptable. My bill is due on August 1st, and my phone will be shut off on the 2nd for being only one day late. Since Sprint acquired Ntelos, the customer service experience has significantly declined. It would be beneficial for the company to review calls and improve hold times, as many calls are being transferred back to the queue if agents do not want to address them. I am looking for the contact information for Corporate because I have spent 12 hours in the past three days dealing with these issues, and this level of service is not acceptable.

I need help with my iPhone X charges issue. When I upgraded my phone from 7+ [redacted], the rep offered a $20 promo for the switch. I waited 40-45 min for the least expensive plan as I requested. The rep discussed with the manager about senior citizen discounts and waived the activation fee. My bill before tax was under $50. However, my bill when I activated the new phone came to $[redacted]. I haven't activated the new phone or returned the old one yet. I was assured the issue would be explained to Customer Service. Please assist me in resolving this. Thank you.

I contacted customer service numerous times, even receiving a call back from corporate, about my billing issue. Despite assurances that it would be resolved, my Sprint bill was still charged on the wrong date. I have a fixed income schedule due to disability and specifically requested billing between the 20th and 24th. I've been let down again. Now, I'm left with two options: cancel my account for a full refund if Sprint can't assist, or continue using Sprint if they can correct the billing date and amount. The ball is in Sprint's court.

On August 1, I purchased a new phone plan with Sprint and received the phones the next day. My credit card was charged $43.12 for the initial processing payment. I was under the impression I could receive Sprint tech support over the phone to assist with porting my current Android Samsung 7S from CREDO Mobile to a new iPhone 8+. However, after spending about an hour on chat support without success, it was revealed that I needed to provide my CREDO Mobile account number and PIN, not a Sprint account number. This information was not conveyed to me earlier by Sprint Customer Service, causing frustration and wasted time. All I ask is for Sprint to honor their promise and assist me in promptly completing the porting process. I am ready with my Apple ID and have prepared the necessary apps on my current phone. It's time to proceed with the porting process. Thank you.

Last week, I encountered difficulties paying my bill online. I utilized the chat service to secure a $[redacted] payment arrangement for later in the week. However, the next day, I discovered that my service was not functioning due to the previous representative failing to schedule the arrangement as promised. After addressing the issue through chat, they rectified the situation. This week on Tuesday, I noticed $[redacted] withdrawn from my account without prior agreement. The finance department seemed more concerned with the $[redacted] than retaining me as a customer. Despite providing chat transcripts detailing my attempts to resolve the matter, the lady informed me it would take 3-5 business days to refund the $[redacted], potentially resulting in service disconnection unless I made another payment arrangement. I had already made the arranged payment, and now seek reimbursement for the excess amount withdrawn and compensation for the inconvenience caused.

I spent over an hour and a half on the phone, speaking with five different representatives who gave me varying prices for upgrading my current phone. Whenever I was transferred to the sales department, the price changed each time. To my surprise, one representative mentioned an $80.00 upgrade fee, which I've never encountered in my three previous upgrades with Sprint. Feeling frustrated, I am considering canceling all my services with Sprint. The constant transfers to call centers with difficult-to-understand agents are adding to my dissatisfaction. Despite being a loyal customer for over 4 years and always paying on time, the treatment I received makes me question my loyalty. Prior to Sprint, I had been with Verizon for 14 years, and I am contemplating returning to them. I may not switch cellphone providers often, but I expect to be treated respectfully.

We had an appointment to address why our LG Dynasty Tribute phones were overheating frequently. We scheduled the appointment, brought the phones in, and were informed that we needed to contact the insurance company. They mentioned it would be an extra $50 per phone, and I was told that my phone exhibited water damage due to a red mark on the internal part. I am puzzled about the need for insurance when we end up having to pay additional costs every time there's an issue with the leased phones we purchased from the company. It's disheartening to feel like I keep being asked for more money without receiving true assistance despite the monthly insurance payments. I intend to reach out to our local television station, specifically to Mike Turko from "Turko Files," to address this situation. We pay $[redacted]+ per month, and now an extra $[redacted]+ is required for more complications, causing frustrations and wasting our time. I appreciate your interest in my money but wish for genuine assistance and fair treatment as a new customer.

I spoke with Alxzandr M. at Sprint located at [redacted] S. Dixie Hwy in Monroe, MI [redacted] this week. I had a few issues to address, including inquiring about the minutes I was being charged for on my iPad line. Alxzandr assured me that I had unlimited minutes and even activated cell data for me, explaining that I didn't need to worry about turning it off and could use it all day if I wanted. To my surprise, I woke up in the middle of the night and received a message that I had exhausted my data and was prompted to purchase more. I'm uncertain about my billing cycle, and this has left me worried about my bill. Despite trusting Alxzandr's information, I attempted to access my account only to encounter an error message from Sprint stating there were technical difficulties. With the store closed until noon and my health condition requiring a liver transplant, this situation is causing me undue stress.