Sprint Customer Service Issues

Archive 8

The following are issues that customers reported to GetHuman about Sprint customer service, archive #8. It includes a selection of 20 issue(s) reported April 4, 2019 onward. If you have a similar customer service issue, this page will help you find current, up-to-date answers and solutions too.
To whom it may concern, I previously set up auto-payment to settle my bill with Sprint until the end of my contract. Sadly, my credit card linked to the account was compromised, leading me to cancel it due to unauthorized charges. This change, combined with a move, led to missed bills and my account being sent to collections, impacting my credit score. After settling the outstanding balance, I am seeking assistance from a Sprint representative to rectify this error on my credit report promptly. I have been a loyal Sprint customer for over 20 years without payment difficulties prior to this incident, and I am hopeful someone can help me resolve this situation promptly. The impact on my credit is hindering my ability to secure financing for a new mortgage. Sincerely, Glenn S. Acct# [redacted]16 Email: [redacted] Glenn S. [redacted] Hillside Rd. Crystal Lake, IL. [redacted]
Reported by GetHuman2680823 on Donnerstag, 4. April 2019 17:07
I have recently been contacted by a collections agency on behalf of Sprint Cellular. I was a long-time customer with them, dating back to the 1990s, and had recently upgraded my phones from HTC to iPhone 6s. However, within the 3-day grace period, I decided to cancel the new purchase, paid off my Samsung tablet, and transferred my numbers to Verizon Wireless in September of [redacted]. Currently, my numbers are with Xfinity, who bills me even though they use Verizon's network. I have no outstanding balance with Sprint or any other company except Xfinity. It took Sprint months to contact me and they claimed they didn't have my contact information, although I've had the same email address for over 6 years and lived at the same address for over 31 years. Now, they are continuously changing collection companies, causing confusion and unnecessary stress for me.
Reported by GetHuman2682554 on Donnerstag, 4. April 2019 21:51
I provided customer service my updated debit card number to ensure my monthly payments went through smoothly, but there seemed to have been an error. Despite following up with a supervisor regarding my cracked phone screen issue, there has been a delay in getting a resolution. I expect the warranty I pay for to cover the cost of a replacement phone and the needed repairs without additional charges. It has been several days, and I have yet to hear back from the back office regarding this matter. If these concerns are not addressed promptly, I may consider switching back to Verizon.
Reported by GetHuman2686945 on Freitag, 5. April 2019 16:09
Issue 1: My automatic payment plan needed updating due to a new debit card. Customer service assured me the process wouldn't interrupt my service, but I received a late payment text today. Issue 2: Visited Sprint store in Bellingham about a cracked phone screen. Asurion at the store couldn't help with parts and quoted $[redacted] for a replacement. Sprint employee tried to assist but needed a supervisor. Three days later, still waiting for a response on whether warranty coverage applies. Frustrated by the delay in making a decision.
Reported by GetHuman2686945 on Freitag, 5. April 2019 17:43
In November, my husband and I upgraded our phones to the VQ 40. Despite not needing or wanting an upgrade, we were convinced by the offer of two new LG smart TVs. We registered for them at the store with the manager's assistance, expecting them to arrive by January. After numerous inquiries, delays, and unfulfilled promises from both Sprint and LG, we are left with no TVs. It's frustrating to feel misled and ignored after being loyal customers for years. We are seeking a resolution beyond a mere $20 credit, as it does not make up for the broken promise. We hope for a timely and satisfactory solution to this situation. - J. and J. Berrier
Reported by GetHuman2695700 on Sonntag, 7. April 2019 06:34
I am writing this complaint for my daughter, R.K., who visited a retail store at [redacted] Sunset Blvd. Lexington SC on 12/22/18 to buy iPads on a promotion. The salesperson didn’t disclose the $30 monthly data plan charge for each tablet, misleadingly claiming a lower monthly cost. Despite multiple attempts to address this with the store and Sprint corporate, the issue remains unresolved. A ticket was opened with the number I[redacted], and various calls were made, including a conversation with a corporate supervisor named Will. The store refused to take back the iPads due to the time elapsed since the sale. Misleading advertising was also noted regarding data charges. The iPads are unused, and my daughter cannot afford the data fees. Urgent resolution is needed. Contact details: B.S., [redacted] (home), [redacted] (cell), [redacted].
Reported by GetHuman2702169 on Montag, 8. April 2019 15:35
While I am currently traveling, I have set up call forwarding from my work landline to my Sprint iPhone 6S. However, I have noticed that my missed calls are not going to my voicemail as expected. Consequently, I am concerned that I am missing important calls from clients. They have mentioned that my number either sounds busy or is out of service. Moreover, I was under the impression that I have unlimited texting and data while abroad with Sprint. Could you clarify if I will incur charges for using these services? Additionally, I am experiencing difficulties accessing the Sprint website. I am unable to log in to my account. I would appreciate any assistance you can provide in resolving these issues.
Reported by GetHuman-cindy_as on Dienstag, 9. April 2019 20:28
I have a Sprint phone and I utilize Whatsapp for making free international calls. However, in the past two months, Sprint has started charging me international rates. Last month, I was abroad and incurred over $[redacted] in charges as the Wi-Fi signal was weak and my calls got switched to Sprint without any notification. This month, despite being in the US, I am still being charged international rates for Whatsapp calls, even though I was advised to block regular international calls. This issue is isolated to one line while the other five lines are unaffected. This lack of notification and the excessive charges are concerning. We have been loyal customers of Sprint for over 15 years, but if this matter is not resolved satisfactorily, we will reconsider our plan and may need to escalate the issue through a formal complaint.
Reported by GetHuman-mehtanee on Dienstag, 16. April 2019 19:01
My additional line lease is expiring soon. I have Sprint Complete for both lines. I reported my lost phone's line number, [redacted], but can't locate it via Find My Phone on iCloud. This phone was part of a promotion, and I didn't pay for the lease due to a 2-for-1 deal with my main line. Passing the extra line to my boyfriend increased my bill significantly, making it hard to manage both lines financially. I was planning to cancel the line after the lease, but now that it's lost, I want to know if I should file a claim despite not wanting a replacement. I've paid insurance monthly and been a loyal customer for over 20 years. Any guidance on my next steps would be appreciated. Thank you.
Reported by GetHuman-almaoz on Mittwoch, 17. April 2019 05:39
Dear Customer Service, I wish to express my concerns about my recent interaction with Red and Anna from your team on April 15th, [redacted]. I have been a loyal customer since [redacted] and have never encountered such a negative exchange with your representatives until now. In February, I upgraded my phone from 6s plus to Xr due to battery problems, opting for the Xr with a buy one get one free promotion. Although I may have made a mistake, I am hopeful for a positive resolution. When Red transferred my call to Anna, I expected a listening ear, only to be met with interruptions and disrespect. Anna's behavior was unprofessional and demeaning, questioning my ability to make payments and abruptly ending the call. I contacted your service for several reasons: concerns about delayed payment, lack of prior notice about account status changes, and unexpected disconnection despite timely payments. My aim was to address these issues professionally, not to be belittled by Red and Anna. As a devoted customer, I deserve respect. I trust you will address this matter promptly. I will share my experience with others to prevent similar mistreatment. Please address my concerns urgently. You can contact me via email at [redacted] or phone at [redacted]. Best regards, July T.
Reported by GetHuman-juliodt on Mittwoch, 17. April 2019 14:48
I qualified for a new phone in early March when the nearby Sprint store closed. I opted for a refurbished iPhone 7 after upgrading my daughter's iPhone X to save money. The replacement phone turned out to be defective; it freezes, shuts off randomly, and types odd characters. It won't charge or stay on for more than a minute even when plugged in. Despite numerous tries to contact Sprint, being put on hold for prolonged periods or disconnected hindered my attempts to address the issue within the supposed satisfaction period. Various calls lasting hours and visiting distant Sprint and Apple stores with no resolution left me frustrated and phoneless for over a month. I plan to switch to Verizon because of the convenience of a nearby store.
Reported by GetHuman2772276 on Donnerstag, 18. April 2019 22:55
I am experiencing difficulty with a broken iPhone. We are currently stationed overseas, making it impossible to visit a store for assistance. Sprint is requesting a pin to be sent to the iPhone for troubleshooting, but since it is broken, we are unable to access it. Additionally, the Sprint website is inaccessible due to server issues, adding to the frustration. Resolution Desired: Please send the upgrade I am requesting. I am comfortable with it being sent to the billing address since I am unable to change details on the website. I do not wish to be charged for a phone that is not functional. I value remaining a Sprint customer, but such situations pose challenges for military families dealing with device malfunctions while abroad.
Reported by GetHuman2812491 on Freitag, 26. April 2019 03:41
I am experiencing issues with my broken iPhone, and I am unable to visit the store as I am currently stationed overseas. The support team is requesting a pin to be sent to the device, which I cannot access due to it being broken. Unfortunately, I am unable to proceed on the Sprint website due to server issues. I am frustrated by this situation and seek resolution by receiving the upgrade I am requesting. I am willing to accept it at the billed address since I am unable to change it online. It is important for me as a military family to have a working phone while abroad without incurring additional costs. Please assist me with this matter. You can reach me at [redacted] as my phone is not in service.
Reported by GetHuman2812491 on Freitag, 26. April 2019 03:43
We have experienced continuous issues with your service. We have gone through six SIM cards, spoken to over a dozen technicians, and visited Sprint over 50 times until we are exhausted. We initiated our service on January 1, [redacted], and are fed up with the constant excuses for why our phones do not function. Our son has left due to this, resulting in significant financial losses. We want to terminate the service without having to pay $[redacted] to get out because it is not our fault that you cannot resolve our service problems. Even after visiting Apple twice, it has been confirmed that there is nothing wrong with our phones. Our time has been wasted extensively, spending over three hours at a time on calls with your representatives. It is frustrating to experience dropped calls, lack of internet connection, and poor reception.
Reported by GetHuman2849917 on Donnerstag, 2. Mai 2019 14:19
I was in the process of assisting a couple with obtaining a phone for their child, and I agreed to be involved for credit purposes. However, I recently discovered that I am listed as the responsible party for a total of five phones under a contract amounting to $[redacted] per month for 18 months. As a 64-year-old disabled individual living on a fixed income, I am unable to afford this financial commitment. I kindly request that Sprint dissolve this contract as soon as possible. During my visit to the store, only one phone was handed to me, and I did not see the detailed contract until it was emailed to me two days later. I urge a Sprint representative to reach out to me promptly regarding this matter. Thank you for your attention to this issue. Louis L., [redacted].
Reported by GetHuman2851085 on Donnerstag, 2. Mai 2019 17:12
I have been a Sprint customer for 18 years with 4 lines. One of the lines, an air card I've had for over 10 years, stopped working 2 years ago, but I continued to make payments. I recently tried to replace it with a Zing based on a store agent's advice, but manager Ryan informed me it was the wrong choice and suggested a MiFi, which I purchased. When I contacted Sprint over the phone to activate it, they struggled for over an hour and a half. I was promised a callback within 3 hours, but no one reached out. Upon visiting the store, I found out that Sprint had changed my plan without my consent to a $65 plan from my original unlimited plan. It has been over a week, and I am struggling to resolve this issue as I never authorized the change and only found out when I visited the Sprint store.
Reported by GetHuman2853826 on Freitag, 3. Mai 2019 00:52
I have been with Sprint for 18 years and have 4 lines. One of my lines, an air card that I've had for over 10 years, stopped working over 2 years ago. Despite this, I continued making payments for it. Recently, a Sprint agent at the store advised me to get a Zing device, but a manager named Ryan at Sprint later told me not to connect it and recommended a MiFi instead, which I purchased. After calling Sprint to connect the MiFi, I experienced issues for over an hour and a half, with the promise of a callback within 3 hours that never came. Upon visiting the Sprint store, I discovered that my plan had been changed without my consent to $65.00 instead of the unlimited plan. I have been attempting to resolve this for over a week and was unaware of any plan changes until I visited the store.
Reported by GetHuman2853826 on Freitag, 3. Mai 2019 01:48
I am frustrated with Sprint's account settlement process. Despite closing my account in December [redacted] and making multiple follow-up calls with confirmation numbers, I continue to have deductions from my credit card for January, February, March, and April. Every time I contact them, I encounter unhelpful associates who won't address the issue properly. I even visited a store, but was told to resolve things over the phone. I paid $72.95 on 5/04/19 just to end this ongoing problem. Sprint, please stop deducting money from my account and close it for good. I expected better customer service after paying off my account promptly. It's disappointing that my situation isn't being resolved.
Reported by GetHuman-t_neeta on Freitag, 3. Mai 2019 22:05
Hello, I recently moved my phone from Sprint to another service, but it is still locked. Despite requesting Sprint to unlock it, I haven't had success. I have been informed that my phone will be unlocked within four business days, but I have not received the confirmation email as promised. My Ticket # is SD[redacted], and my Case # is [redacted]11. I would appreciate confirmation that I will regain access to my phone, which I personally own. I have not been given a reason for the lock or the legal basis for it, especially since I am the phone's sole owner and no longer have any plans with Sprint. I am currently without a phone until this issue is resolved, so any assistance would be welcomed.
Reported by GetHuman-bredesm on Samstag, 4. Mai 2019 03:43
I recently visited a Sprint store to upgrade my phone, but experienced terrible customer service despite being a loyal customer for over a decade. Dissatisfied, I switched to a different provider, transferred two lines, and bought two new phones. Upon my next visit to cancel a line and return a leased device, I encountered more disrespect from the staff. I requested that all charges be removed from my account to no avail. After noticing the third line still active, despite my efforts in-store and via chat, I spent over two hours on the phone trying to resolve the issue. I was initially informed the service would end in April after a payment to clear my account, but later received an $80 bill in May. Frustrated, I have spent additional hours rectifying this mistake caused by Sprint's negligence, paying almost $[redacted] extra. If left unpaid, they threaten to harm my credit. I am disappointed by the lack of care shown by Sprint towards its customers.
Reported by GetHuman-lgrendah on Sonntag, 5. Mai 2019 18:08

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