Sprint
Reviews and Complaints

I paid to have 2 phones unlocked and Sprint unlocked them. After I left sprint they decide to lock them again. They can not lock a phone that I paid to have unlocked. I haven't had their service in 3 months with Sprint and they keep charging me monthly fees. Attached in the last bill. Now this months bill is over 1, 000. This is not okay
I have more then 10 times and haven't gotten anywhere. No one will help me

I paid to have 2 phones unlocked and Sprint unlocked them. After I left sprint they decide to lock them again. They can not lock a phone that I paid to have unlocked. I haven't had their service in 3 months and they keep charging me month fees.
I have more then 10 times and haven't gotten anywhere. No one will help me

I was with sprint few years back when they had the 5 lines for a deal well my term was up and I mailed in all of the phones in good shape few weeks later I was told I owed 256.00 for a damaged phone and I needed to pay what the pay off would be if I wanted to buy the phone, I said I would but they could not find my phone to return it to me so you know what was next they said I breached the contract and terminated early sent it to colections and is messing up my credet

I have Been a Sprint customer for 23 years and have been happy until now. I got a text today telling me that as if 1.1.2022, my phones will no longer work. They are unable to give me a new sim card, so they tell me I must purchase new phones if I want to remain using an Apple phone. Nothing has changed on my end, the changes are on their end. I spent 45 minutes of talking and being out on hold trying to find out what they could do for us. They transferred me several times and the last person I spoke to put me on hold and after about 20 minutes, he disconnected and I got a dial tone.

I called in Aug. to switch from Sprint to T-Mobile and asked to have the free phone. The rep. said it is now on back order and continued to try to up sell the watch. I refused, they in turn kept me on hold for 2 hrs.! Now it is Oct. and I have yet to see that free phone and am being charged more money every month for something I don't have. Also they try to enter you into different things which I did not agree to sign up for. As of now I have been on hold for over an hour! This is unacceptable! I will soon report the company to the BBB. Hopefully they will put a fire under you. All I want is my phone and for Sprint/T-Mobile to take those bogus charges off. I have been a faithful customer for 3 years. Your music and messages while on hold are lies and the music is annoying. Please get it together Sprint/T-Mobile. You will lose more customers believe me.

I have been a Sprint customer for over 20 years, with little to no issues with the service I have received. I recently received notification that, effective January 1, 2022, my current device would no longer be operative under the Sprint/T-Mobile platform and I would need to upgrade.

My attempts to do so have been an extreme source of frustration!

I have spoken with approximately 6 different agents, spending hours on the phone trying to get my device upgraded. They have all processed a Summary Estimate and, while explaining information contained on the estimate, the call has dropped or I have been disconnected. In one instance the agent called me back and the call dropped again. This has required me to call again and, each time, the agent has to reprocess the order instead of just reviewing the summary that has already been prepared. Additionally, instead of completing the processing of my order, the agents kept informing me about accessories which I had not requested or wanted. Even after saying "no thank you" they would continue to waste my time by telling me the "advantages" of having the accessory.

I contacted Customer Service after speaking with the 3rd agent and requested to speak to a supervisor and he refused to connect me, indicating that the supervisor was not available and consistently tried to discuss migrating my account to T-Mobile. I had to keep telling him that the reason for my call was the upgrade my device, not to migrate my account. The 6th agent assured me that she would get the matter finalized, however, kept putting me on hold and after being on hold for the 4th time for over 10 minutes, I asked her what was the delay to which she responded that "she was trying to process my order". At that point, I was assured that the Sprint agents are totally incompetent and unable to handle a device upgrade request. I told her that I was through wasting my time with them and informed her that I was ending the call, after which, I hung up.

I was just trying to upgrade my device based on their indication that my device "had" to be upgraded in order to function after 1/1/22.

This type of customer service is totally unacceptable. Sprint can be assured of losing many loyal, valued, customers with this type of activity. I do plan to research other carriers that are, hopefully, more competent in their customer service process.

8.5 hours on and off the phone as well as chats. On 4 lines that continously drop calls, 10 minutes or more to send a text message if at all. Promise after promise to resolve this issues with no one ever calling back. I really want my sprint back after 14 years i'm done. Lie after lie after lie. Bill's higher for shoddy service. No one from management can ever be located. No corporate executive available to secure any kind of help. They're sure happy to rape more money out of you then they care about customer service. Cs has a script I can recite it per vadim for goodness sakes. Oh to top it off when t-mobile took over I list my insurance on my phone, then I find out my phone and another line I pay for will not support 5g, oh and we'll have to get screwed signing up for another "two year contract" for shoddy crappy service! And no resolution. Alsobthe other 2 lines I have i'll have a additional charge if I pay these 2 lines off early. What!?! I've worked 40 plus years in one capacity or another. Never ever would I ever promise to call a customer and not follow through. Pacify the customer but whatever you do don't follow through. So my one and only option is to pay t-mobile/sprint for the 2 phones on their own contract and the 2 phones already paid for I can go to one of their competitors and pay for a contract with them. Oh and t-mobile/sprint would charge me $1800.00 for the "note 20" for 24 months, however their competitor will charge me $799.00 for 24 months. Another rape from the customers pocket.
Thank t-mobile/sprint executives for profiting off your shoddy cell service and crappy customer service.

This was also sent to Customer Cares...a few minutes ago.
Saturday one of my phone was lost (reported) and I called Sprint. On the phone for 3hrs 35 minutes. I am sure that part of the call was document on Confirmation # I2140468689. At the end of the 3hrs 35 minutes I was told that an iPhone 7 was ordered I punched in my credit card information. I asked if I can get it free since I am a customer for 21 years. They said no. Anyway, I thought everything was completed. Yesterday, Sunday, I decided to call since I didn't received any tracking info. They had NO record of my call from the night before or the order. After 1hr 40 minutes (you tape the calls) so I'm sure you have the info on this call too. At the end of the call they finally said I will send a code to [protected]). I said are you kidding me. This is the lost device? They said okay. I will send it to one of the other numbers. I said that is not possible since holders of my other two phones were at work and are unable to relay the information to me [protected]/[protected]). Long story short time wasted. Never was I told I could go to the Sprint store. I asked and then I was told. What a horrible experience. My other number was with Sprint also [protected]) and because of a previous terrible experience I moved it to Verizon about 2 years ago. Since I needed a device on [protected] I had no choice of keeping this number with Sprint/T-Mobile. Your staff is incompetent and most don't even speak English and the connection is horrible. If you would like to discuss this further please call me on my VERIZON mobile number [protected]. There is no doubt in my mind that I will not receive a call back. Let's see if you care.

Horrible, Horrible, Horrible!

Sprint Customer for over 21 years
Rose Ann Nunkin
1853 Central Park Avenue
Apt 2D
Yonkers, NY 10710

I have had the most horrible customer service experience I've ever had with Sprint/T-Mobile! I have been with Sprint since 2016 and since the merge I've had nothing but problems with my service, with my messages, but the worst of them all was the experience I just had over the course of the last few weeks. I ordered a phone through the website. The website showed the phone in stock. The money was taken out of my account the same day I placed the order and the next day I received an email that my phone was on back order. When I called they told me there was nothing they could do about it I just had to wait. I asked if I could have store credit they said no, I asked if I could change for another device they said no. My only option was to cancel my order. They told me if I didn't hear anything in a few days to call back and cancel my order. So I waited a few days. Before calling I checked the site to see my order status. It showed "pending" so I figured I'd just cancel it myself. When I clicked cancel order I got an error message saying "Your order has been shipped or canceled" I went back to order status to see if it had been canceled and it was still showing pending. So I called. The person I talked to told me that they couldn't cancel it either and they didn't know why, and that I had to wait. So I waited another week. Still nothing. No updates, no emails that it was shipped, order still showed pending. I called again. This time I was told that I had to wait because it wasn't showing back order anymore but now it had to wait for the carrier to say shipped. Yet when you check the order status there is a box that says ready to ship, but it was still showing pending. When I asked to speak to a supervisor, he denied my request. Later that night I received an email that my order was canceled due to item being out of stock and the money that I had withdrawn from my account for the new phone was put towards my next bill instead of refunded to me. When I called they gave me the complete run around. Everything she was telling me did not make any sense. I have had hiccups with Sprint in the past, and they have always been quick to fix the problem. I have NEVER been told "You have to wait" so many times with no updates what so ever.

My telephone service has been sporadic since February 2021.

I have had 3 telephones, 5 trips to the corporate sales office and numerous phone conversations with various levels within the Sprint organization.

I have made several suggestions to possibly resolve the problem.
Sprint employees avoid the problem and consistently have me rehash the issue I am having without a resolution.

They keep on passing me onto other individuals without a resolution of the issue.

I have spent over 100 hours trying to resolve the problem with no resolution from Sprint.
No matter who I talk to at Sprint they seem to pass the buck as toward any resolution of the issue.

I gave them a potential resolution and they keep on sidestepping the problem.

My phone number is [protected]. On June 18, 2021, I paid off two phones under my account. Phone # [protected] for $103.98 and Phone # [protected] for $216.97. This altered my normal monthly bill to $197.26, which SHOULD BE due by July 4, 2021. Since June 18, 2021, I have been continually harrassed about being over due on my payments. I tried unsuccessfully to remedy this situation. First, by calling Sprint Customer Care on June 19, 2021, and then visiting a T-Mobile/Sprint Store on June 23, 2021. Sprint Customer Care was very incompetent and finally just hung up on me. At the T-Mobile/Sprint Store I was assured that my official payment record showed that I was OK on my payments and "not to worry". But, then I get another text from Sprint on July 1, 2021 AGAIN warning that I am past due.

T-Mobile/Sprint, you definitely need to get your act together!
And... you need to actually have "Service" which you now DO NOT HAVE.

Also, if this situation in ANY WAY negatively affects my Credit Rating, I WILL take legal action!

Oh, by the way, since February 1998 I have paid $56, 245.99 on my Account with Sprint. But... who cares!

I have had service with sprint for 20+ years Avery dedicated customer and ever since this merger my phone service has diminished, it's getting worse, dropped calls, no network connectivity, slow speeds, slow connections, cutting out when talking to others, and contacted a representative that submitted a ticket on my troubles and have not heard back from anyone its almost been a week and I'm not able to connect to my Facebook page not sure if it's a phone problem or a Facebook problem but they started at the same time roughly, but its not connection to network services in and out, messages aren't being sent and give an (!) Point next to the message then even of its got an ! It sends it to them anyway but in my end shows ! Or says message can't be sent . Getting g frustrating to say the least, sprint used to be spot on, I've not complained in many years but then comes 5g and T-Mobile and it's all fallen apart after I put 5g T-Mobile Sim card in my phone its been worse then ever, and is definitely not any faster, definitely not happy with this month alone as it's been going on for quite a while but this month worse then ever hope so.eoneooks into this as I've just ne er been a fan of T-Mobile, and I'm still praying this merger was a positive one . Thanks Kevin seagraves

I tried to cancel my service so I could go to another provider on June 9th, 2021. As of June 11, 2021 still won't release my phone. Talked to them several times, only to get the run around, looking into the account, service not paid for, (which it was), wait for 24 hrs. hung up on, told to use someone else's phone. In fact they owed me money 257.00 for a returned iphone form March. It is now June, still no refund. Don't know what to do next, except to keep calling until I get my phone. I guess the next step is to go to better business . They don't seem to care, everyday they have my phone they can charge me. Doesn't seem right.

About 3 weeks ago we accepted offer for replacement phones from Sprint to T mobile.

We live in so cal mountains and there is absolutely no T Mobile cellular service, so 2 cell phones are not operable. Our previous Sprint phones have worked in this area in the past. Apparently even though they have merged, the Sprint towers are not compatible with T mobile, so we cannot connect to either service.

After over 10 hours of telephone and chat with about 8 different customer service persons, two visits to t mobile stores, we still have no service. We have been told various conflicting information.

About 8 hours into the problem, and the last visit we were told to call customer service and request Sprint sim cards for the phones. This was after the first visit in which we were told Sprint cards could no longer be used, and weren't available.

When I called and after being transferred several times I was told that they had a sim card for my wifes A-32 but not for my S21. When I asked what could I do with a cell phone that wouldn't work at my home, I was transferred to another person who told me just the opposite. That they had one for the S21 but not the A-32. i was again transferred and told that they would send me Sprint sim cards for both phones.

A few days later i received 4 sim cards; 1 was compatible with the A-32, none of them was compatible with the S21.

Yesterday I spoke to a rep that seemed very knowledgeable, he had me provide the sim card id's and was able to check compatibility, and confirmed that none of those sent to me would work.

He said the order department was closed for the day but that he would order the appropriate Sprint sim card for the S21, and would call me today to confirm the order and provide an order number. I have not received the call.

I have spent another hour today and have been given the run around by rep. i have asked several times to speak to a supervisor, and keep getting told they are not available.

i only have 2 chat transcripts and both were terminated midstream even though i timely replied to keep them from automatically being terminated. I have also had 3 tel calls terminated midstream.

Unfortunately we took advantage of upgrading offer from t mobile which required us to send in our previous phones.

numbers in question are [protected] (S21) and [protected] (A32)

I could not get your add photos/videos option to work

We cancelled pur service after over 12 years, asked for our final bill, paid it in full.. And months later we supposedly have an outstanding balance of 28$ and they wont send us proof for what.. I just dont want to keep paying a final bill over and over again without proof.. My bill was never the same so many unexplained charges continously.. Think twice before getting sprint..

I have been with them for years now and I have had nothing but issues but the latest has put me over the edge. I called them and made a partial payment then set up a payment arrangement for a week away. The lady was nice and set up the arrangement and assured me all was good. About two hours later, I realized that my 13 year old's phone had no service. I called Sprint back to find out why. She is type 1 diabetic and monitors her blood glucose via an app on her phone. This second person saw the payment and arrangement and turned service back on. I hung up and about 30 minutes later, I got an email from my daughter from school that her phone was off again. I called AGAIN and this third person didn't see the arrangement that the woman 30 minutes earlier confirmed. She then set up the arrangement and told me her service would be restored. I hung up and 30 minutes later, my service was off and got an email from my daughter and hers was off yet again. So I could not call and had to chat with a sprint representative. I did so and he told me I had to pay the whole past due or my service would not be restored. This was after speaking to THREE customer service reps and not one telling me that this was the case. I have the chat for my attorney. So I then got through on the *3 and this woman puts me on hold for 20 minutes to then hang up on me. I call back *3 and get a guy who says there was a restriction added to my account TODAY (so I guess 30 minutes ago) that I would have to pay the past due in order to get service ALL WHILE MY DIABETIC CHILD SITS AT SCHOOL AND CANNOT SEE WHAT HER BLOOD GLUCOSE IS AND HAS NO IDEA HOW MUCH INSULIN TO GIVE HERSELF SO I HAVE TO GO CHECK HER OUT OF SCHOOL. This is how they treat people and it's inhumane. It's horrible for the amount of money I spend with them. If something happens to my daughter before I get there to pick her up, I will make sure this company pays. I hope my attorney can sue the pants off of them. THIS IS NOT RIGHT.

My wife and I checked online on Mother's Day to see the times the Sprints store opened. We checked online it was showing stores opened at 12 noon. We went too 2 stores and they was closed. We went to one store the person told us they could not help us because they was still a Shentel store. We finally found a store in Staunton, Va on Lee Jackson Hwy. they helped us with upgrading two phones on two of our lines, we have 4 lines with Sprint. We was told our phones would be in by Wednesday or on Wednesday of that week. I waited until Thursday and called the store and phones had not arrived yet. So now we are into week two and still no phones. We did this upgrade because there was a special offer for the Mother's Day weekend. The customer service person at this store (Spencer) was very rude to me and could not give us any information on our phones or when they would be in. I finally checked with the Sprint Store in Waynesboro, Va and they have our phones in stock. I tried canceling our order with the Staunton store, mainly due to the customer service issue. Now we can not get our special promotion deal for our upgrade on our phones. Needless to say we are very upset over this whole deal with Sprint/T-Mobile. No one can seem to help us. We have had our service with Sprint for several years and to be treated like this is very bad customer service. To date we are still not able to upgrade our phones. This is bad customer service, this is not our fault that it happened the way it did.

Someone from [protected] has called our house at 5:00 am, this is completely unacceptable. Bogus caller

I have been a loyal sprint customer since 1999, 22 years . Received special trade in offer on i phones 12 and contacted sprint April 15, 2021. After several transfers to another expert I was told that my I phone 8 plus could be turned in for free I phone 12. Since I wanted 256 k I would pay 100.00 and no monthly payment. I ask if this was available in store. I was told yes, but I should buy on line to save $20 activation fee. I said I wanted to go in store to see which phone I wanted. I was not told that the offer expired april 17, only 2 days away. I went to store next morning and was offered same deal and would have purchased right then, but they did not have any phones with 256. I asked if she could place order for me. She said no, it had to be done on line. She did not tell me the offer expired the next day. I was going out of town the next day so decided to wait till I got back home. I did not want phone to arrive while I was away. Monday, the 26th I was back home And got on line to place order. It was no longer available.

I have spent more than 2 hours talking to customer service to try to get my offer approved. I kept being transferred to another expert, put on hold for almost an hour with no response. Called again today and same thing except I was transferred to "the top level" I was told and still no results.

Here are some of The options I was given

Could get 450 off and make payments for 24 months
My phone that qualified on april 15 and april 16 now would not qualify.
I could turn in any beat up phone and get a new line and my phone would be free,
Could wait and maybe that offer would come back
Sorry, the agents should have told me the offer was expiring the next day.

This type of service is an insult to a loyal customer that you have had for 22 years. It is very interesting that you would offer a free phone to a new line but not to a loyal customer. I am not under any contract and my phone is paid for so I have no responsibility to remain a customer. I will be looking for another company that will appreciate loyalty.

Helen Rich
[protected]@comcast.net
[protected]

On 4/08/2021 I upgraded both my daughters and my iPhone XR at Best Buy. They did not have the one I wanted so they ordered it for me and my daughter got her phone that day. We came into no problems with upgrade or credit. 3 days later after I got my phone in the mail I stopped up at T-Mobile and was told by both the T-mobile employee and the Sprint employee he was on the phone with that if I return my unopened phone to Best Buy I could go back to the t-mobile store and trade in my iPhone XR and get $830 credit on my new iPhone 12 Pro. So I returned my phone to Best Buy and went right back to the T-Mobile store and started the process of my upgrade. He got on the phone with sprint again and they told him that I had to send in my phone before I could upgrade and they have already sent out a "grey box" to my house and once I got the box they told me to return to store to get my new phone. This was on 4/12/2021. I never received the box so Wednesday 4/14/2021 I called Sprint customer care and spoke with Kaitlyn for a couple hours. She said that she would be able to help me out and needed to let the computer system reset because It said I still had the unopened/returned phone on my line. She called me the next day and again was on the phone for over 2 hours. She was supposed to call me back Monday 4/19/2021 but never did. So that day I went back to the same T-Mobile store and talked with Abe and told him I never received my "grey box". I was then told that the $830 expired 2 days before that while I was waiting for the box to return the phone, doing exactly what the employee and sprint representative told me to do. Not only that I was also told that there is no more credit on the account and I would have to pay full price ahead of time to upgrade. This did not happen at Best Buy when I upgraded both phones. But now all of a sudden I can't upgrade because there's "no credit available?" I should have kept my phone from Best Buy because I was able to upgrade with no problem and now I cannot upgrade at all. That same day I left the store called customer care and was on hold for an hour and 15 minutes then hung up on and never received a call back. I was extremely upset and irritated at this point. Called back again and talked to Destiny for an hour and she said she would honor the $830 credit she just had to call me back in an hour to let the computer system reset. She called me back and again and I wasted another hour on the phone getting no where. I would have never upgraded my daughters phone if I knew all this would have happen. I need to speak to someone that knows what they are doing and can help me. I've spent over 8 hours dealing with this in the past week In a half alone. I'm extremely upset and to the point of shutting off my service and going else where. I figured I would give T-Mobile/Sprint one more chance before I do so. How could I have no problem upgrading both phones last week to not having credit to do so? I need to talk to to a supervisor or someone that can actually help me and understand what's going on. Please email me back at [protected]@yahoo.com.

(4/26/2021) Hello. I called Sprint once again to fix this problem and have been on the phone 4 times today and for over 3 hours. I spoke to a supervisor who understood what was going on and he said he was able to fix the problem so I can upgrade my iphone. He was supposed to call sales and then add me on a "conference call" to make sure that I did not have any problems and he ensured me if paid the $334.74 (total due on 4/28/21) that I would be able to upgrade with no problem. He fixed the issues in computer. I asked him if there was anyway if we got disconnect I would able to contact him directly. He said if we got disconnected he would call me back. We got disconnected, he called me back 25 minutes later and said he was going to stay on line with the sales employee and me to make sure that I upgrade my phone with no problem. He was on the line for a minute then hung up and it was just me and the sales employee. Then I find out I cannot upgrade with out purchasing the phone 100% up front and could not use any promotions. Neil the employee that promised and ensured me if I paid the balance of $334.78 that was not even due yet I would have no problems upgrading my phone. I asked him for the 5th time if I paid it I would not have any problems with upgrading because of credit issues and he said "NO." If I didn't have credit to upgrade both phones how was I able to upgrade both of them I have been with Sprint for over 14 years and would think that I would be treated better than this.