Sprint
Reviews and Complaints

In February 2022 I purchased two new phones from the local T-Mobile store. Under the agreement I was to receive 1/2 credit for a new iPhone 13 with the trade in of a Samsung. I am receiving that credit. I also traded in my Iphone XR for a new iPhone 13. Under the agreement I was to receive the new Iphone at no cost. I have called and spoken to representatives and a supervisor every month for 4 months (3/6, 4/5, 5/13, 6/10) and am always assured that I will receive the credit, but to pay the full bill and the credit will be applied. June 10th, I spoke to Jonathan who identified himself as a supervisor and he said he was drafting an email to corporate to activate my trade in. To date nothing has happened, and I am totally frustrated since I have spent hours on the phone with them. Please help!

I was offered a phone on a sprint promotion (free up grade with a trad in of qualifying phone) sprint promo (#S 2022 Apple Trade P6 WEB-[protected]) i sent in my trade in phone and received the promised I-phone 11.

For the first four months I was being credited the "equipment charge" of $20.84. on the fifth month the "equipment charge credit was removed from my bill.

I contacted Sprint customer service twice. The first time I was told the phone I sent them as the trade in phone never arrived so I would have to pay for the new phone. I provided the tracking number that Sprint provided me, along with the box and packaging to return the "trade in phone". The sprint representative was able to verify the the phone had in fact been delivered to the return warehouse and Sprint was in possession of the phone. Next I was told the a supervisor had reviewed the case and all was good I would be credited the billed equipment charge and would continue to receive the credit for the life of the contract.

When I received my sixth bill and was still being billed the equipment charge of $20.84. I again called to inquire about the charge. This time I was assured all is fine they received the phone, the account was noted and two months of equipment charges were going to be credited to the account and there was no need to worry.

Well I received my latest bill and it still was showing my "equipment charge" was due and no credit was applied to the account. I made another call and was now informed the phone I returned (which i owned out right) was "damaged" when it arrived at the warehouse and it did not qualify for the promotional discount. I can Assure you that the phone i placed into the box and returned to Sprint was in perfect working order.

This seems a little deceptive as I was told twice (after many hours waiting on the phone with customer service to verify) that all was fine with the returned phone and the account. To add to my concern Sprint was not able to verify the damage, never notified me of the rejection of the trade in phone (only once i questioned why I had not been credited was this brought up), Sprint also told me there was no way to return the phone to me. and last it raises the question if the phone was damaged why did it take almost six months ( and i had to pry for this info) before the excuse that the phone was damaged came to light?

a little about me, I have been a customer sense 2006 I have lines of service with Sprint. I work in law enforcement and pride my self on being truthful honest and ethical.

I was with Sprint for almost 13 years, and decided to leave once T-mobile took over because it seemed like my bill was suddenly astronomical, and I couldn't afford it anymore. At the time, I was leasing 3 phones. I called 4 different times asking them for return kits and never received them. I called a final time and asked if I could just turn the phones in at a store and was told no. After months of no contact with them, I started receiving calls from a collection agency, and the account is now on my credit for $1555. I tried contacting T-Mobile again, but now they are saying that they can't access my account without me having to go into a store.

We opened our Sprint family account in 2017 with 3 lines. My wife & I both got Samsung Galaxy S8+ and my daughter got the free phone for her line.

It is now July 1 2022 and we've been making payments this whole time on the same phones. We thought we had owned the phones at this point but when we called to migrate our account (3 lines) over to T-Mobile we thought this would be painless since everywhere we look we see & hear how the 2 companies are now one. When I called to switch over and upgrade our phones to T-Mobile we were told we had to speak to Sprint first to find out if we were "eligible". T-Mobile apparently cannot do this. Sprint tells me I must pay $50-something dollars per phone to "own them" despite making regular monthly payments for FIVE F*CKING YEARS! The rep tells me this is the way the lease contract works. I was supposed to voluntarily call when the lease was up to let them know I wanted to purchase the phones. I do not recall receiving ANY notification that our leases were up other than receiving texts letting me know we were eligible to upgrade. So we've made 18 + 42 months payments but the additional 42 months of phone payments never went towards owning the phone or any equity at all! I don't care if this is hidden in the contract it is intentionally deceptive & unethical. When I told the Sprint rep they did nothing to fix this. They just hid behind the contract. If these 2 companies are now the same I am not sure I even want to be a T-Mobile customer if this is how they treat their customers.

I received a letter from Sprint saying I had to get a new phone because my old one would no longer work, I call the company and they sent me two phones and said they would be free. After a few months they started charging me. I have 4 different complaint numbers where a manager was to call me and fix it and noone has done either. I am still being charged for the new phones. Each person I talk to say a different reason. I tried to take the old phones to the store and they would not accept them. I didn't want to change my phones but they said I had to. I ask them to check the recording where the rep said the phones would be free and get back to me. NO ONE HAS CALLED ME BACK I have been with sprint since 2003. Always on time and this is how they treat me

Hello, I bought trackers as a gift two years ago in 2020 December. The next month/ Feb year 2021 I called back to return those gifts. They didn't want the gift. Thought it could be nice for animals, kids or keys. Anyways. I called to return them. I was told I can't send them back. Instead they would give them to me for free. I told them thanks, but I didn't need them. I asked what to do next. They said, don't worry. You don't need to mail them back. So since then I have been calling every other month for them to take out the trackers and reimburse me 100%. They keep saying yeah we'll take - $5 your acct. and still won't take out the trackers. Which is taking - $5 just to maintain it? What the fudge is going on here. I've been a customer for over 20 years! You have to do better. Please help me fix this situation once n for all. I noticed you don't have a way to track customer Id here.

I have had my phone since march 31,2022 hello my name is chantel harris birthday april 8,1966 bought

a phone febuary 24th 2022 an february 28,2022 it was stloen

an i had no phine all through march 2022 so i chantel harris bought still had service all through march no phone or money to pay for my replacement phone to the insurance company .So i got paid on the 29th of march an i immediately call the insurance company to get my replacement phone which came on the first of april an i paid my bill also so that i can keep my same phine number now the problem is they wouldn't activate my ohine fir days an still havent si i go in my ohine to liik at my imei number an notice some one have taken the som card an more than likely compromised my ohine an this is simething else how can a persin take my card an they activate u them an when all of this is going in i forgot my pin an they want generate questions to get back in to see my account an i went to coorprate spending money for lyft an they wouldn't activate either because of my pin being forgitten i have went back to the store i bought it from im very upset i haven't had a phone since febuary due to the negligence of boost mobile an i need every dime if my miney an since they can track phines will you please find out what happen to this sim card because either someine i s paying them to do thus to me or either they have a oroblem with black people i live far away from coorprate an it cost alit if money ti get from here to ther you csn reach me at [protected]@outlook.Com an that's another thing they could've sent to my email

Irina Krits

Phone [protected]

Address 1016 Continentals way apt 106

Belmont CA 94002

case #[protected]

Whom to concern ,

I never thought I might be one who will be writing this letter

My son Gregory Krits passed away suddenly on November 2018

I contacted Sprint to cancel his cell phone service on December 2018.(Phone [protected])

I received condolences and verbal notification that account will be closed

It was my first mistake

Honestly, I did not check it was done or not because there is no limit to my grief I was not up to it.

It was my second mistake

I have always believed in the decency of people, especially when it is their job.

But I was wrong

Unexpectedly on august last year I found out that Sprint charged my bank account 33 mount for phone service my deceased son.

I started to call understand this strange and unnatural history

I spent over 6 months on the phone.

I went through an incredible amount of time called and explained to each representative my sad story

Еveryone was very helpful promising to call me back and solve my problem:

I get verbal offer:

The first amount was $ 2800 or more then $1109.76

Even improve this balance more

but nobody called me back and I called again and again for the same conversation and result: «we commiserate with your grief it is not right”

“you will receive your refund”

Finally i was lucky and spoke with billing representative SHEEN TAN AND

SHE TOLD ME THAT MY REQUEST WAS DENIED AND NOT REFINEABLE

And I will be very grateful to you if you sort out this matter

and this problem will be solved correctly and fairly

Sincerely,

Irina Krits

We ported out 6 lines due to poor connections. I wanted to return to Sprint as the other providers service was just as bad, more expensive. I attempted to return 2 weeks after porting.

After several attempts on line and phone calls, we were instructed to go to the nearest store, where they instructed us they were unable to port instore. The drive is 25 miles one way.

In the interim we were told we could return the phones. I suspect we were told this as we were attempting to reactivate our old Sprint account and plan.

I gave up on the return to Sprint and just want our refund for the phones.

The chats are attached, I was told the phone conversations may not have been kept, but my account [protected] should have notes. A refund of the phones is expected. We were give an amount of $40 was credited and sent via check (nothing received) Then an amount of $50 for the phones was offered.

As you can see we started this process well within the 14 days, but, the run around and inconsistent directions delayed the phone returns.

Assistance is appreciated.

My apologies, unable to attach chat, I receive an error message despite using different formats

For many years I have been paying for unlimited phone, text and data. First through Verizon, then when I was laid off and had to decouple my account from the company, I went with Sprint. I’ve been with Sprint for several years now and all was fairly decent aside from the periodic calls I had to make to set them straight on one thing or another that they’d slip up on. Since they merged with T-Mobile, it’s been a nightmare with extremely slow internet speeds. I’ve been cut off after about the first half of the month, my internet is cut off nearly entirely…and NOT just during “peak” times. That’s a bold-faced lie. I cannot tell you how often during the middle of the night I’ve tried to log in to look something up and cannot get service and I cannot call the company because nobody is there! Obviously it’s not peak hour…not on this half of the globe! It’s like their system automatically cuts my system off after half the month passes even though I pay for a FULL MONTH of UNLIMITED phone, text and DATA! Their response is that our agreement says “unlimited”, but it doesn’t mean unlimited any longer. Well, that’s a problem, because my dictionary did NOT CHANGE and you’ve been charging me the same every month without providing me with the proper service. I guess I’m going to have to go see Mr Lawyer. 😉

Telephone service with Sprint has been terrible. Service goes in and out; we lose calls; callers can't hear us; phone goes silent. We have complained to Sprint for over a month with dozens of calls on a regular basis. We have been put on hold for up to 30 minutes, we have had representatives hang-up and cut us off. We were actually advised not to use phone in our residence! Have heard all sorts of excuses from Sprint but no answer as to why or how to get what we expect and what we paid for. Sprint advertises "The Sprint Customer Promise-support you deserve" yet they have not given us the support nor the resolution of our problem

As a long-time Sprint customer, it's been a struggle to get help or service since the start of the T-Mobile merger. Last year, my disabled son's flip phone no longer worked, and I attempted to replace it since it was paid for. I went to almost every T-Mobile store in the area, and the Customer Service Reps either said they couldn't help Sprint customers, or they couldn't find a phone that was compatible with the Sprint network. I then tried calling Sprint to see about upgrading the phone, and after several phone calls and hours of time, someone located a phone that they said was compatible, but that it was on back order and would take a couple of weeks to receive. Approximately two weeks later, I received a call from Sprint saying that the phone was actually not available and they wouldn't be sending it. Unacceptable Solution: I decided to purchase a "pay as you go" phone from Verizon for my son, but must continue to pay the monthly fees to Sprint for my son's broken, irreplaceable phone.

Another new problem is that T-Mobile recently sent me a SIM card to put in my Sprint Galaxy S9 phone, and I received several messages saying I needed to insert the SIM card soon. I installed and activated the SIM card but unfortunately, I received a message saying the phone was "locked" and that the wrong SIM card was inserted and emergency calls only would be allowed. I called Customer Service and was on the phone for two hours, being transferred several times, but no one could figure out what to do. Finally, a rather rude technician said he would need to send a one-time code to my phone to make it work - but I couldn't get a code because the phone wasn't working. He gave me no other options, and each of the 3 or 4 people I spoke to in the process of trying to work this out told me I would have to immediately upgrade the phone. The technician told me I needed to go to a T-Mobile store regarding my non-working phone. I again made the rounds to various T-Mobile stores, same as last year, and was told by each store either that the "Sprint service was down" or that they couldn't help former Sprint customers. I finally found a friendly, helpful staff person at a corporate store, and she said she thought she could help resolve the issue but that I needed to return the following day (tomorrow) because they were closing soon. She also mentioned that she is starting her vacation and will not be in for several days, and I'm not sure if tomorrow's staff will be willing or able to help. In the meantime, I am paying over $300 a month for 3 phone lines and service on a tablet, but I'm not able to use 2 of these devices at all. No one seems to be able to help, and this is no way to treat a long-time customer of over 16 years.

I have been a loyal on time paying customer with sprint for over 20yrs. In 2021 I called multiple time begging and pleading with help on lowering my bill. Covid really took a toll on all of us and I could not afford the 380/mo phone bill. They could not assist me with lowering the bill. I then went seeking quotes from other companies. ATT was able to meet my price range. In October I called sprint told them the price that was offered to me to see if they can price match. They informed me they could not match that rate. I then ask if I switch providers, keep my phone numbers, and return sprint their phones how much it would cost me. The associate then told me that it would not cost me anything and that I could return the phones since they were under lease. The associate told me I would just return the phones at a local store. I went to return phones and the associate told me that I would not be able to return the phones due to them being installments. I informed her of the conversation and she told me I need to call sprint for resolution. I called sprint to tell them and they said I could not return. I asked for supervisor and explain all the convos he came up with the resolution to allow me to return the phone and would send me a return kit. It took me 2 months and multiple calls to receive the kits. I returned the phones and still was bill over 1k for installment and cancellation fees on the phones. I just spent 2 hrs on the phone with sprint and they are telling its nothing they can do and have sent my balance to collections.

I was told by a customer service rep that I would be able to pay a partial payment and restore my service, I was told that I could pay the remaining balance March 8, 2022. Once my payment was processed, I was told that they were unable to help me unless I gave another payment. I spent 5 hours on the phone trying to restore my service because "I was told by a rep that she was doing it." I feel deceived and lied to. If this is how Sprint treats their customers than I will be moving my services.

This has been the worst experience with customer service / Tech support.

I purchased an iPhone 13 in the Beginning of December. From the first day I received the phone I have been having issues. I have been working with tech support on fixing this phone since December with out any resolution.

I have reset this phone and its network many time as requested by the Techs. I have requested to return the phone however I keep getting transferred from one tech support to another just to be asked the same questions and to follow the same trouble shooting steps as the prior tech which do not resolve the issue.

Last tech I spoke too asked me if the situation was isolated to the area I live or do I experience the issue in other locations. I explain that I travel a-lot and the issue is the same no matter which state or country I am in. I am constantly driving from one state to another and I experience the same issues. He then tells me that next time I am traveling and driving crossing from one city to another I should go into my phone setting and switch between 5G and LTE towers. I responded to him that what he is asking me to do is highly dangerous as I am driving a vehicle and should not be playing with the phone setting as this can cause for me to crash, The tech just laughs!

Second suggestion he told me was just to stop using the iPhone 13 and Just go back to using the iPhone 11 instead! I tell him again this defeats the purpose of upgrading my phone to the latest. What is the point of me purchasing a $1300 dollar phone if I can only use it as a paper weight. Again he laughs and says if the 11 works I should use it instead of the 13.

Another customer service tells me 90 % of sprint customers have been having connectivity issue and the best we to solve is to stop using the 5G service.

Again I purchased the phone for its 5G features. She proceeds to tell me that not many towers are available and Switching my phone setting to connect to LTE towers is my best option! so $1300 dollars for a phone i cant use?

While chatting to the customers service on the Sprint App. It seems as if the customer service personel has no idea who they are speaking with or are chatting with other customers at the same time. He kept sendging a logging link to my account to the wrong number. keeps telling me to click on the lnks he is sending me and I keep trying to explain to him that I am not receiving any Links he is sending, he tells me that I should log in to my account and add the phone number that I am calling from to my account so he can send me the link as it is an outside numbers are not supported.

I tell him I do not understand what he is explaining to me as my phone number is registered to Sprint and no other provider?

Is as he has no clue what he was doing!

Horrible, horrible customer service!

On 1/5 I was charged $458.04. This was incorrect. It was refunded.
I spoke with someone yesterday and set up a payment plan and a payment of $100.

Well today I was charged the $458.04 again. Why did this happen. I have the payment arrangement set up and agreed to a $100 payment. This needs addressed immediately. I need it refunded AGAIN! Please advise ASAP.

picture of the bank account with charge again attached.

I am currently overdue on my phone bill because I am the victim of identity theft and I am not receiving any help from Sprint regarding this situation! I am extremely disappointed in the service I have received from them regarding this issue!
I would really appreciate it if someone could please call me and assist me with resolving this problem!

I dont even know where to start. I'm 40 years old, been with sprint since I was 18. Used to pay 800/900 dollar phone bills back then just to keep service going. My phone number got ported out from my line illegally last summer 2020. I opened up a investigation with the fraud dept (still havent got a resolution there). I followed up so much and got nothing, so many useless hours spent on the phone. There's now a 300 dollar bill attached to that account. I was forced to open up a tmobile prepaid account, had that for over a year now. The screen goes out and now need a new device/line even. All I have is a open galaxy s5 on hand. I call sprint, they open up a new line.. great! Go to the tmobile store they wont sell me a phone. Tells me to call tmobile telesales. I order a phone (what I thought). I get no where with that. Im traveling for work and never saw the phone. Talked to over 20 reps and all gave me different information pertaining to this phone order. Ive gotten played seriously, I am not just angry about this, but Im seeking real compensation. This ordeal has cost me extra money now and also loss of money and loss of my life. Car stolen, i. d stolen, clothes stolen and this phone ordeal in one week. The last thing I need is for sprint/tmobile to lie to me and tell me false information. I am at a loss for words. I didnt even get the device I wanted when it was ordered. The order that never even went through or was on back order. Even after I trippled checked with the rep about it being in stock. I have signed edocuments and all.. All dated and more. Wanna talk about a life changing experience. I tell you what, loyalty to these companies doesn't mean jack. My life is forever changed by the customer service experience of getting transfered and hung up on. I am without a phone for 10 days now in las vegas, no one with me and no relief ahead. It's caused damage that cant even be understood right now. If anyone in charge listens to any complaints this is the one.. this is the one that makes you realize you aren't nothing to anyone. Even companies who claim customer service this or that. They don't give a [censored] or care about you and you're well being. The phone is our key to our lives sometimes, with apps and money, family, jobs. I'm at risk of losing my job based on this experience. You think they even care one lick. NO! [protected]@hotmail.com. Feel free to reach out to me. I'm wondering what news I need to go to about this or what competitor now. My trust is demolished.

I was sold a Mifi and told it was unlimited which is a lie. I was given false representation of the device only to be told after it stopped working 17 days into the plan. I have spent approximately 6 hours of my time only to be told that it's unlimited at 2.5 G. What the hell can you stream at 2.5G. Nothing! So I am paying for a device that I can't use for 14 more days, can't do homework, small business, stream, nothing. Phone does not even stream off device. Horrible and deceptive! Busy trying To sell me an Apple Watch. I am so sick of the piss poor service that I have received and as so as Possible I will be going to another company.
Pamela Moody
[protected]

In October of 2019, Anthony Kristovich III had signed up for Sprint's Flex Lease program while leasing 4 brand new iPhones. The program promised that after 18 months of leasing, consumers could continue to pay for another 6 months or pay in one lump sum to own the phones. This promise was not only listed on the website, but reaffirmed by television ads and Sprint store workers in New Jersey.

On November 12, 2021, Anthony W. Kristovich, an adult authorized user on the account, was made aware by a Sprint Corporation support representative that we did not own the phones after 24 months of payments. This was because we had not verbally called Sprint to tell them they wanted to continue with the 6 months leasing payments after 18 months of leasing payments. This clause was sneakily hidden into their contract with the intention of permanently locking users into contracts. Despite not verbally calling Sprint, we were continuously charged monthly the same leasing price giving the impression we would own the phones.

After further investigation, Anthony W. Kristovich found out that the company had been falsely advertising the program to New Jersey residents. According to New Jersey law, consumers in the state cannot purchase leased items. When Sprint support was confronted about this, they said the only two options were to either continue paying the current amount monthly or upgrade our plans to a new contract. When asked about canceling services and returning the phones, the customer support agent told him "No account will remain active." and proceeded to share unwarranted promotions for phone plans with him. Not only had we been misled by Sprint into signing up for a program that was illegal in the state of New Jersey, but we were not allowed to cancel services and return the phones. Another customer support agent and a supervisor in the chat department, Brad, confirmed this to be true.

After hours of arguing with customer support, he was told a superior would call him back at a later time that day. While talking with the customer support agent, they transferred us to a new department. The lady from the department had continually listed the same two options as our only options. After approximately 40 minutes of arguing, she finally stated that we could return the phones and cancel the lines despite multiple representatives of the company, including herself, saying this was not an option. In addition, multiple customer support agents were unable to provide us with the original leasing contracts and the app throws an error every time attempting to view them.

This program was designed to be purposefully misleading and lock consumers into services they no longer wanted forcing them to hand over their money. On May 6, 2021, a class-action lawsuit, Gutierrez et al. v. Sprint Corporation, was filed in the state of California alleging similar company offenses with Sprint's Flex Lease program. The actions of this company have hurt all Americans financially and damaged their trust in telecommunications.