Sprint Customer Service Issues

I have noticed an extra charge on my Sprint bill for a seasonal standby plan that I want to cancel. I tried contacting my local Abingdon, Maryland Sprint store for assistance in ending this subscription. However, after being placed on hold for 45 minutes, they disconnected the call. This experience has made me rethink staying with Sprint and makes AT&T seem like a better option. I don't want to engage in a confusing conversation about my bill with someone from abroad. I just wanted a brief conversation to understand the extra charge. Due to the lack of customer service, I am now contemplating switching to a different provider. Sprint's actions have left me frustrated, and I am considering returning to AT&T for straightforward phone services.

My bill is too high, and I've been informed that I am behind on payments. However, I have paid every month since March. The representative I spoke with mentioned that I haven't been paying the correct amount. I always pay the amount shown on the website. It's confusing because we opted for paperless billing, but the amounts don't match. The representative mentioned a $[redacted] credit, which doesn't make sense since we are supposedly behind. I paid for that month, so this issue shouldn't have arisen. We have been loyal customers since the Nextel days, but this recurring problem is frustrating. If we can't resolve this, we may have to switch providers. I have always spoken highly of Sprint but this situation is disappointing. Thanks, S.T.

I was promised $[redacted] a month for two lines with unlimited usage but was charged $[redacted] plus tax. Additionally, I was billed for the entire month for the second line despite using it for less than a week. This seems unfair to me. I couldn't access my bill to understand the charges, so they added almost $15 as a late fee. Even though the LTE speeds are better than T-Mobile both indoors and outdoors, these issues make me consider canceling my service.

I recently purchased a Motorola Z3 Play. Initially, I had no issues with internet access. However, about a week ago, I started experiencing problems with my internet service. Despite contacting tech support and trying all available options, nothing seemed to resolve the issue. Sprint suggested I might need a Magic Box for home use and advised me to call *3, especially since I mostly face connectivity problems at home. When I called *3, I encountered difficulties and was informed there would be a charge for the Magic Box, even though the Sprint representative mentioned it was free. Frustrated with the situation, I ended the call feeling unresolved.

I currently have five iPhones with Verizon. We recently set up a plan with Sprint and received the SIM cards on August 28. We were expecting a call from Sprint to activate the phones, but we never received it. When I contacted Sprint today, I had difficulty understanding the customer service representative. I had to provide all the phone numbers again as he couldn't locate the initial information. When we reached my son's phone, the rep claimed it was inactive and would cost more to activate. I disagreed, explaining we had tried to activate it last week but encountered issues on Sprint's end. After transferring me to another line, it turned out to be a non-working extension. Now, all our phones can only send texts.

Hello, my name is Beverly R. Jones. I have been in contact with several individuals and have been awaiting two call backs. On October 1st, [redacted], around 9 pm, an unauthorized transaction in the amount of $[redacted].75 was charged to my card. The transaction was made to phone number [redacted]. I was assured a refund would be processed, and I should receive a call back with the details within 24 to 48 hours. Today, after speaking with multiple representatives, I am still waiting for a call back. This situation is unjust, and it is clear the transaction occurred without my consent. I urgently need the refunded money as this was my remaining balance. Please contact me at [redacted]. I have never been a Sprint customer and did not authorize this transaction. A person named "Dante Dunn" made this unauthorized charge, and I have learned that he has victimized many others. Kindly assist me as I am disabled and rely on SSI. Your prompt attention to this matter is greatly appreciated.

I am experiencing an issue with Sprint Hub constantly running on my Samsung phone after updating. It drains the battery faster than it charges. A visit to the Sprint Store and a call to Samsung did not resolve the problem. I am unsure if it is a Sprint or Samsung issue. I cannot keep opening the app to force stop it, and the delete button is disabled. An agent suggested upgrading my phone, but my current one is only a year old. This ongoing problem needs to be addressed promptly.

Hello, I attempted to reach out to you through your online platform, but was unsuccessful. I regret to inform you that I am extremely dissatisfied with the Sprint service. Upon signing my contract a month ago, I was informed that my monthly bill would be $60; however, I have now received a bill for $79. Being a student, this unexpected increase is unmanageable for me. Moreover, despite successfully verifying my payment card previously, I encountered difficulties when trying to pay over the phone yesterday. The representative was unable to process my payment, leaving me frustrated after spending 40 minutes on the call. As a student with a heavy workload, this time-consuming experience is highly inconvenient. I was unable to receive the necessary login information to make the payment online myself or to contact customer service at an earlier time for assistance. Additionally, she was unable to enroll me in any student programs to potentially lower my bill. With my payment due tomorrow, October 7th, and a lack of access to my account, I am at a loss as to how to proceed without facing further payment issues. While the Sprint representative I spoke with had excellent interpersonal skills, the overall service proved to be ineffective. I kindly request guidance on how to proceed in resolving this matter promptly. Thank you, Imogen

I have taken this offline. I want to suggest that Sprint informs customers clearly that the site posts their messages online, which means it's not a private communication between Sprint and the customer and could violate their privacy. They should mention this in the text box where customers type their messages. Does that make sense to you? The purpose of the page needs to clarify that it will not be private. The current listing could be more transparent about this. Here's what's currently on the page: "Don't Talk to Sprint Yet! Our free tools save customers over 10 million minutes per month on support issues. Instead tell us the issue. Get the right rep faster, get targeted tips, see how others fixed it, reminders & more. Scroll to read more or call. Technical and Service Support Account Help Cancel or Change Account Lower My Bill Overcharged on Bill Something else How GetHuman makes customer service easier for you We build free tools to help customers save time. Below are some customer favorites, and we build more every day. Skip waiting on hold No need to endure the hold music. We'll call you when they can talk. Call free internationally Call without using minutes Pro tips for your exact problem See how other customers solved it Get more attention to your issue..."

Subject: Account Cancellation Request and Refund Inquiry Dear Angel Collozo at Sprint Boylston Street Store, I am writing to request the cancellation of my account with no penalties and to seek a refund for my recent payment of $87.44. On either May 10th or May 11th, [redacted], I visited your store seeking a one-month phone and number rental. Despite being informed that the short-term program was unavailable, I was offered an alternative deal where I purchased a phone, activated it under [redacted], and was promised a "seasonal standby" option that would pause my account at no charge until I returned to the US. To my dismay, when I attempted to reactivate my phone on September 10th or 11th, I was told I owed $87.44 for the "seasonal standby." This came as a shock because I was assured that this service would cost me nothing. I reluctantly paid the amount, only to later learn that the "seasonal standby" incurred a monthly fee of around $15. Upon visiting your store on September 14, [redacted], I was instructed to contact Customer Care at 1-[redacted] to cancel my account. However, upon speaking with Customer Care, I was informed that I would need to pay the remaining balance of an 18-month contract to cancel—an agreement I was never made aware of during my initial purchase. I have been misled by the salesperson and did not consent to the charges for the seasonal standby service nor an 18-month contract. I urge you to promptly cancel my account without any fees and refund the erroneous $87.44 charge. Your urgent attention to this matter is appreciated. Thank you for your assistance. Sincerely, Janis James

I spoke with a Sprint representative on 10/4/18 to discuss switching to Sprint. I was assured I would have 14 days to test the service. After receiving the phones on 10/8/18, I found the service to be poor, unable to make calls even from my living room. I attempted to return the phones at the Sprint store in Bucyrus, OH, but encountered delays and left without resolution. I am seeking guidance on the next steps as I am dissatisfied with the service and phones and do not wish to incur any charges. Thank you, Carmen F.

I have contacted customer service multiple times in the last month and have been consistently misled. Since moving, I have had no signal at my new residence and need to cancel my service. I have two phones that have been unusable for a month. Despite two representatives saying they opened cases for me, promising a response in 3-5 days, I have not heard from anyone. The latest call revealed a "supervisor" claiming the first case never existed and also assured me a new case was opened, with a follow-up promised two days ago. It is frustrating dealing with Sprint's customer service, and I plan to share my experience in reviews unless this issue is honestly resolved promptly.

As a new customer, I recently experienced a situation where I had to spend time in jail and upon my release, I found that my phone service had been disconnected due to unpaid bills. I promptly settled the account in full, but my phone was later stolen. I am now reapplying as a new customer and am being requested to pay a deposit. Despite improving my credit score to [redacted] and promptly clearing the previous bill, I am still being asked for a deposit. I had a positive experience with Sprint in the past when I settled the outstanding balance and was assured by a representative that I would not require a deposit. However, upon contacting the customer service, I encountered difficulties in obtaining assistance, and the representative I spoke with was dismissive. I am disappointed by this treatment and request to escalate this matter to a supervisor or corporate Sprint for resolution. Thank you for your attention to this issue. - Michael C.

I have been informed six times that my phone has been unlocked. The last update was on 10-10-18 when I settled the $[redacted] balance, but unfortunately, I did not receive confirmation of the payment. Despite providing the IMEI and MEID numbers, I have not received the unlock codes for my Galaxy Note 5 and Galaxy 6 Edge as promised within 72 hours. Being a loyal Sprint customer for 15 years, it is disheartening to face such disrespect. I have dedicated over 6.5 hours on calls and made 5 trips between Sprint and Cricket stores to resolve this issue. Although my husband's phone was promptly unlocked, I have faced nothing but broken promises. I initially requested a $20 credit per promise broken, but was compelled to pay the balance with the assurance of resolution within 72 hours, which has yet to happen after 6 days. What assistance can you provide me with regarding this matter?

I was misled about the service availability in my area when I switched to Sprint over the phone. Despite being informed that I might experience limited data coverage, I was assured that call reception would not be an issue. However, the very next day, when my parents, who are also on Sprint, visited, they had no data or cell service at all. I promptly called to cancel the service, only to find out that phones had already been shipped to me. I was informed that the account could be canceled, and they would send me shipping labels and packaging to return the phones. I was promised a refund of the initial shipping charges. After returning the phones, I have yet to receive the refund and have now received a bill instead. I require the refund owed to me and clarification on the outstanding bill.

I have a Samsung S9 Plus that's just over two months old, but I've been experiencing issues with holding conversations on the phone. The calls cut in and out, drop frequently, and the sound quality is poor, making it sound like I'm talking underwater. I initially took it back to the store of purchase, but their attempts to resolve it didn't work. I visited a repair store afterward, and even after they changed towers, the problem persisted. I then went back and forth between the store and the repair shop, with a new SIM card briefly improving the situation before reverting to the same issues. Because of my elderly parents needing to reach me, this situation is frustrating, and if it's not resolved, I'm considering ending the contract and switching back to Verizon.

I recently visited Hub Heights store to repair my cracked phone screen. They mentioned they needed to send it out for repair, and I had to wait six days without a loaner phone. When I inquired about the loaner, they couldn't hold it, so I rushed to get it on time, resulting in multiple trips. After not receiving my phone back after nine days, they mentioned it was shipping, then suddenly informed me it was ready for pickup. During the swap, my contacts and photos were lost as they weren't backed up to the SD card as requested. I asked Sprint for a new case or discount since they upgraded my phone to a g7 without my consent, rendering my old accessories useless. Unfortunately, they said they couldn't help. I believe Sprint should provide a new case and screen protector due to the upgrade and the data loss caused by their technicians and the overall poor customer service response to my concerns. Thank you.

My old phone is not working on my daughter's account. I bought a new phone at the Sprint store on 10/20/18. They checked my credit to see which phone I qualified for under my name. I got a new phone and the account was in my name, no longer tied to my daughter's account as I requested. However, my daughter informed me that my old phone is still active on her account, which is unexpected. I called my old number and it rang, contrary to what I was told at the Sprint store. I am concerned about being charged for the extra 13 days on the supposedly disabled phone. I have been using my new phone and having monthly charges deducted from my checking account. I need assistance with this issue.

I have spent numerous hours contacting customer service every month since March [redacted] regarding recurring billing issues. Despite assurances that the problem would be fixed, it persists. I availed a buy one, get one free deal at the Sprint store on Van Ness in San Francisco when I bought my phone, with an expected bill of $[redacted] per month. However, a customer service representative changed my plan without consent, leading to escalating billing discrepancies each month. Each time I call, the reps acknowledge the error and promise a resolution, but the issue remains unresolved after 8 months. My recent bill is $[redacted].15, still not reflecting the correct deal. Frustrated by the lack of resolution and wasted time, I've disabled auto pay and refuse to pay until the billing is rectified. I am dissatisfied with Sprint's customer service and follow-through, seeking a resolution and the option to opt out of my lease due to this ongoing one-sided partnership.

My Airave is outdated and has recently stopped functioning. I contacted customer service in December [redacted] to request a new device, but it never arrived. Despite trying to reset the Airave, it is still not working, leaving us unable to use our phones at home. This is a significant issue for us since we discontinued our landline to rely on Sprint entirely. If we can't replace the Airave promptly, we may need to switch to a different provider with better coverage in our area. Unfortunately, I am unable to call for support without service at home, and I have been unsuccessful in starting a chat online. Sprint's customer service, which used to be a reason for staying with them, has been lacking recently. As a customer since [redacted], I feel let down by the difficulty in reaching someone who can assist me.