Sprint
Reviews and Complaints

I have made numerous calls into SPRINTS Customer service since February of 2019. I officially began my request for a return kit in January which was never received. 5 calls later and numerous service interruptions because the phones were still on my bill, I finally got a return kit in April. I get a different story and information each time I call in to SPRINT and the then I get told how sorry they are that I was given misinformation. I should have recorded them! Again my service was interrupted today after a payment plan I did not agree to was declined. I have been on the phone with 4 or 5 different SPRINT customer service representatives today. I even have spoken with 2 supervisors and seem to always get disconnected. I was denied being transferred to someone above the supervisor to discuss my issue with. As I am typing this message I am on hold again after being disconnected a gain after being on the phone for about an hour. I am beyond frustrated with this unprofessional, uncaring customer service representatives and supervisor's at SPRINT. I have been a loyal customer for at least 7 plus years and this is how I am treated. I will be leaving SPRINT as now my payment amounts continue to change, information that these representatives have provided is misinformation and misleading. I should have recorded them for quality assurance purposes. I cannot find a direct line to the SPRINT Corporation to file this complaint I guess that is a secret and another way they are showing how much they devalue their customers.

To whow it may concern:

I had been calling sprint *2 on my phone since 4/8 and it would cut off once the automated system said it was transferring me and that happened about time that day, on 4/9 I tried to call on my phone and I got the same thing so I went online chat and they said to call the 888 # so I did. I got a guy who helped me with my first issue charge for the upgrade fee and then I told him that line ending in 1823 was supposed to be disconnected once it was received back at the warehouse and I was assured by online chat. He said I would have to talk to another dept to get disconnected and monthly billing charges credited, he asked was there anything else I said yes I have question about the payment arrangements, he said he would need to transfer me to specialist Sergio and he came on the line not listening to anything I was saying at all. I told him I'm not sure how my payment arrangements got off track since I normally make them around the 8 or 9th of the month to pay on the 22nd. I also told him I bought out a phone online and sprint told me it didn't go towards the phone it went to my bill and they had to charge it a different way so I had received a refund later after bill had came out and it said I only owed $151 so that's what I paid I told the guy I had the $77 but I need to pay the rest of the past due amount on the 22nd he wasn't listening to me he just said he had to go by procedure and I had to pay $140 and I didn't understand why because if you look at my history on how I pay . I setup a payment arrangement back end of March because it said my line was going to be disconnected and it gave me until 4/11 per online chat and they said I could call back when date gets here to have extended out again because they can only do 14days at a time. The specialist Sergio didn't want to listen to me about the line 1823 was suppose to disconnected and said because I had a past due I couldn't disconnect it, I stay on the phone with him an hour and previous rep 30mins and I had to repeat myself to tell him again, he was short rude and over talked me. He finally disconnected that line and then I had to ask about the credit for line again. I've never received this bad of customer service when none of this was my fault. I still have the unresolved issue of the payment arrangement if someone could help me get setup for past due amount until 22nd . If someone in escalation or Corporate could listen to this call. I'm still a paying customer.

Please listen to recorded call [protected]
[protected]-acct #

Thanks,

Marlana Anderson
[protected]

My service was suspended and it hasn't been a month since my last payment of 229. I have received no notification that another payment was due. When I called to talk to someone I was told that they were sending messages to my old number. I asked them to allow me to make an arrangement without paying the 66 dollars they kept demanding because I had no clue this was about to happen since they text the wrong number and I was preparing to make a full payment on the 15th when I get paid. I was constantly ignored and even told that I did in fact have the old number they were texting. I just felt that I should've been given a full month to make another payment. Had I known that a payment was needed or arrangement needed to be made I would've done so. I was completely caught off guard and treated like nothing.

I returned a phone on December 22 using the asurion return envelop. January I was contacted about the phone and advised since I returned it in December assurion was backlogged in receiving returns, sprint will track the phone, and ensure my account is adjusted. It's now April. My phone service has been cut off three times within a week after I was advised on three seperate occasions that this issue has been escalated and my service would not be interrupted. Currently my service is off, I can't contact billing nor can I contact customers service. I want my phone on, this issue resolved, late fees since removed, and my phone not to be interrupted due to this issue again.

I received an email from Sprint in Sept of 2018 telling me I was eligible to upgrade all my lines. I have 5 lines on my plan and have been with Sprint since October of 2015. I went to our local Sprint store and upgraded 3 of my lines as my wife and one daughter weren't available. I had phones that I was leasing for $10/month for 2 lines and $15 per month for the 3rd line I was upgrading. Promotion was for $10 per month per line. This was the 3rd time I upgraded with Sprint, so I know they always charge you the regular price and then a credit shows up a couple months later retroactive to your upgrade date. 3 months went by with no credit. Chatted with customer service. Rep told me he'd have someone call me the next day. No call back. I go on vacation. Come back from vacation and chat again with customer service. Told me if I go to the store, the manager will definitely be able to fix this. Go to the store, they have no manager currently. They call customer service while I'm there. After 45 minutes, rep transfers us to a different department. Put on hold and then disconnected. Store says they'll send issue to their acting superior to resolve. Never hear anything. Call customer service and go thru this again. Again told they can't find this promotion, but will research and call me back. No call back. Now on the phone with 2 different reps and now a supervisor. They keep saying they can't find any email promotion from this time frame and unfortunately I didn't keep/can't find a copy. My response is why would I upgrade from a perfectly good phone that I was paying $10 a month for to a different phone that I would have to pay $41.67 per month for (times 3 phones!) Plus, why would I spend countless hours over 6 weeks chatting and calling customer service if I hadn't received the promotion? Now on hold for 10 minutes with supervisor who I'm sure will have no resolution. Anyone else get an email promotion to upgrade in Sept/Oct of 2018?

I was with Sprint for 17 years. At first, they were great, but the last few years brought nothing but problems. Horrible service, and customer serves/sales that practice fraud and deception. I was told that my phone was the problem, so bought a new one through the loan program. Service continued to be a problem, so I canceled my service and returned the phone. The hit me with a $700 termination fee, sent it to a collection agency in after a month, and before I even received the final bill, and the collection agency reported it on my credit report. Now, they refuse to remove it, even if I payed it off! Stay away from the company!

We were using sprint as a cell phone provider for 18 month and were very unhappy with both coverage and customer service. We had 5 lines unlimited everything with phones provided by sprint. After our "promotion" suddenly ended one year earlier than promised and bill jumped up $60, we decided to switch to different company but keep our phones moto e4 we were leasing from sprint.
Sprint customer service representative over the phone requested $224.95 for the phones to be unlocked which we payed on 12/26/2018 with the promise to complete it within couple days. But when we called on december 29, different representative said it was no request to unlock the phones and demanded another $172.46 for another monthly payment which included extra $30 for the phones to keep.
On january 4th we finally received 4 emails that 4 out of 5 phones were "successfully unlocked", nothing about 5th phone. But when we went to different providers we discovered that our "unlocked" phones do not work with any other service, not just because unlocked or not unlocked phones but because sprint uses different operating system. At&t ant t-moble stores, which both use moto e4 for their services could not use our phones, we have videos to prove that
Trying to resolve the problem, we spent another several hours on january 5th on the phone with different sprint representatives switching us one to another (id # for request is [protected], have recordings of conversations with batha, victor and robie). We asked to return not usable phones and receive money back but were told that it would take several days to"lock phones back" and "customer relation" representative will call us then. We specifically requested a live call, not a recording on answering machine to finally finish the process (have recording of this conversation also)... Not only got a recording while we were at work, it was in foreign language.
On january 25 we received another bill for $69 for services which supposed to be canceled on january 5 (cancellation confirmation #[protected] provided by robie). Noah from financial services switched us to matthew from order support, who switched us to mag from account services... After more than hour conversation (most recorded including on hold time) we ended with (hopefully) reducing the bill for not existing services by $65 and the statement that nothing could be done about not working phones because "our lease was already ended, and for some sprint customers unlocked phones did work with different providers", after that call was dropped.
Sprint representatives either are highly unprofessional or, most likely, trained very well how to run you around without any solution and hold on every bit of money they received from you. They refuse to send any confirmation (e mail, text) of what was discussed during the phone conversation, stating the call is being recorded and they will put notes on your account, but when you call next time there is nothing in notes after hours of being on a phone rather than you made a call and recordings are not accessible, so you have to start from scratch. After several long conversations with no result, I started to record conversations on my end. Here is an example of how it works:
- I ported out 3 lines out of 5 on january and line 4 on january 5th on january 5th around @ pm I called and canceled the whole account, all 5 lines got a confirmation #[protected] from robie and was assured that I do not owe anything for services (conversation recorded)
- january 24 received another bill from sprint for $69 for the 5th line which for some reason still was active. Called on january 27th around 2.30 pm and after hours of conversation (see above) ended with mag, who admitted that it was a mistake, "adjusted" our bill by $65 and dropped the call (conversation recorded)
- yet, at 10.30 pm on january 27 on live chat with ashley, sprint live chat supervisor, I learned, that there are no record on the account about adjusted fee and I still have to pay $69 for still active line (have a transcript of chat)
Sprint representatives requested to pay upfront to end our lease and unlock the phones but they failed to inform us that unlocked phones will not work with any other provider because of difference in operating system. Now they refuse to return money because lease was already ended (according to mag) or go with company with same operating system (none)- according to ashley. That is a deceiving practice of professionals, who supposed to be well aware of this operating system issue, of getting customers money and leave them with not compatible to anybody else
"successfully unlocked" devices., let alone charging customers for non-existing services.
On a live chat with ashley on january 28 at 10 pm I requested sprint representatives to review my phone conversations, especially from january 5t and 27 and contact me to resolve the situation. Here is her response"i've successfully submitted your request. You may keep the confirmation # [protected] i've escalated the issue to right department and i'm positive that they'll get this fixed asap." from the copy of transcript I have. No call so far, just another automated e mail that I owe $69 due february 10…

I've made a payment of $689 to purchase my phones, the store I went to manager claimed that he had to order the phones in which he didn't tell us, a day before they were sent to the store I cancelled everything..the store manager gave $159 back because it was paid in cash. I've been waiting almost a month for the rest of my money of $530 in which I've been calling every day for weeks straight...I was told numerous of times on that recorded line that my money would be escalated which was a lie...never seem the phones or nothing and they still have my money..they got their phones back and still has my money smh

HELLO ON OCTOBER 4, 2018 VISIT AN AUTHORIZED SPRINT STORE IN FL ADVENTURE FOR YOUR PROMOTION OF PURCHASE 5 LINES WITH UNLIMITED PLAN OF CALLS, MESSAGES AND DATA 4G AND MOVE OUT OF YOUR CURRENT COMPANY THAT WE PAY TO YOUR COMPANY IF THERE WERE ANY PENDING AMOUNT . I DECIDED THAT THE OFFER WAS GOOD AND MOVIE SIX FAMILY LINES FROM TMOBIL TO SPRINT THEY PROMISED A QUOTA OF 288 APPROXIMATES PER MONTH ($ 60 THE FIRST LINE $ 40 THE SECOND AND THE OTHER 3 WERE FREE) THE SIXTH WAS AT $ 20 PER MONTH AND I TAKE A SEVENTH ALSO TO $ 20 DOLLARS A MONTH TOTAL $ 140.00 PER MONTH TAKE INSURANCE FOR THE SIX IPHONE EQUIVALIA TO $ 120.00 PLUS THE TAXES AND TOLD ME THAT JUST THE TMOBIL ACCOUNT WOULD BEAR THAT THEY WOULD BE IN CHARGE OF PAYING IT ALSO TOLD ME THAT SPRINT AS WELL AS TMOBIL GIVE US MESSAGES AND INTERNET 4G Unlimited Sprint has discarded us in each of the promises that they made to us to change us from TMobil on October 4, 2018 The people of the Adventure business licensed by Sprint had no idea of ?anything and Sprint threw them into less than two months for inept and there change three times his representatives but they Sprint are responsible for each and every one of the things that happened I delivered 6 IPhone phones purchased from TMobil and now they have registered 5 and they are charging me one (FRAUD) They promised me that when the TMobil account arrived they would pay for the phones that were due. A $ 621.87 account had just arrived and after a long discussion they only want to pay $ 67.00 (FRAUD). They promised me that I would have unlimited free internet messaging abroad just like TMobil when I will travel and they only give me 5G (FRAUDE) They told me they would charge me $ 10.00 per month for calls abroad They are charging me $ 15.00 (FRAUD) They charged me 576 dollars the first month then 498 the second and 399 the third and 351 january 2019. When it should not be more than plan of 100 for 5 lines plus 20 for each of the other two plus insurance for six lines plus taxes no more than 300

I am warning all customers of sprint to begin cancelling accounts and those thinking of spring never do business with sprint...
They will steal money for numbers and equipment you never get... And will not refund you what they have been charging your account. Do not do business with sprint again ever... Stealing money is how they pay for their piss any arena in kc

I had Sprint mobile phone service and called to cancel the account in October 2018. The agent whom I talked to told me that the bill on 11/9/2018 would be the very last payment I needed to pay. I paid and assumed that my account had been cancelled. However, I kept receiving bill till January. I called Sprint in December when I received the bill and they apologized that my cancellation didn't go through and assured me that it would be closed. Then I received another bill in January again for the same matter. I contacted them again and their customer services said that's a valid charge and would offer my a courtesy gesture of crediting $12 on my bill.

This is really not about the money but the service quality. For a simple cancellation, I had contacted Sprint at least 3 times and still received bills two months after my initial call. I don't think I can trust Sprint's customer service any more.

Oct 23, 2018, I changed ownership for 4 cell phones lines to my account with Sprint. My new wife, her mother, her daughter and husband. After going through the change of ownership I called into Customer Care with a few questions. 1 question states were the 4 lines being transferred over would they be charged the same PER LINE rate as the other lines on the account, the response from Sprint Customer Care was YES, all lines will be charged the same rate.

11/1/2018, got my first bill after the 4 lines were transferred over and of course, those 4 lines were being charged $20 per line instead of the $5 per line as previously indicated. Called in an spoke with Customer Care who reviewed the account and the 10/23/18 phone call and indicated that there was evidence to support those 4 lines and the change would be made and would transfer me to his supervisor to get this fixed.

He transferred me to his supervisor who again reviewed the account and then came back and said there was NOT evidence to support those 4 lines getting the $5 per line rate and would create an incident to have a member from corporate call me to resolve the issue in 5-7 business days. (By the way, this phone call lasted over 2 hours). Waited 6 business days, no call from corporate.

Called in on 11/6/18, spoke with customer care again, and then another supervisor. Indicated they would send ANOTHER email to corporate and marked it urgent since no call was received by the customer. Supervisor issued a $60 credit towards next month's bill. (This call lasted 1hr 37 minutes)

11/20/18 called in again and asked to speak with a corporate member and was transferred to a customer care agent for Business accounts. Explained my situation all over again, he did another expedited Incident Report up to corporate and issued another $60 credit towards the next month's bill (at this point still had not received a call from corporate).

12/20/18 again called and spoke with Kia in the Billing Dept. Kia reviewed the account and all of the notes then spoke with her manager and came back and said that the 4 lines would be adjusted to the $5 rate within the next 5 days and no phone call from corporate would be needed. Manager's name was Melody. Another $60 credit was issued towards the next month's bill.

On 12/28/18 received a call from the Customer Advocacy Team indicating that those 4 lines would NOT be receiving the $5 per line rate because that promotion had already expired. Indicated to that person what I was told my all of these different people at Sprint and her response was "I am sorry you were miss informed of what was going to happen but those 4 lines will not be receiving the $5 per line promotion due to that promotion having been expired." I responded to her "so Sprint does not stand behind what their customers are told being right or wrong regardless, and that is ok?"

She again indicated that she apologized that I way miss informed and that those 4 lines would not be receiving the $5 rate. I indicated to her that I have been with Sprint for over 7 years and if this is the way they want to just brush off their customers I will be finding a new cell phone provider to which she indicated, 'that is your choice" and hung up the phone. Based on ALL OF THAT, myself and the other 7 lines that I had on my account will be switching to T-Mobile by the end of 2018.

To whom it may concern,

I have been a costumer of Sprint for 6 years. The McArthur mall location in Norfolk, Virginia has greatly disappointed me.

I visited this location last night to trade in an old phone and get a new one. I was told to erase my iphone, and then shortly after they told me they didn't have a phone for me in the safe. I was told to place an online order and that I wouldn't be able to get a phone for an hour. After waiting for their safe to open, I asked to purchase a phone case separately. I picked out two cases, and ended up wanting to not purchase one of the two. Instead it was rang up together. Instead of the associate just refunding the phone case, they cancelled my entire purchase. I could tell the sale's associate Tiara was getting very annoyed. Because of this they told me I wasn't able to purchase the phone because it's now considered open box. They tried to give me another phone but it wouldn't go through on their system. This is already after being there for hours. We stayed until close, this was a major inconvenience because we had to walk entirely out of the way just to get to the parking garage. We were told to come in the next day (Saturday 1/12/19).

I called Saturday morning to confirm that they would be able to fix it, they said yes. In fact, they told me it would be an easy fix if i could come in instead of talking over the phone. I came at 11am. They tried to fix it, and the associate said that there was nothing they could do, and that I would have to wait for the manager. I even asked if I could possibly go to a different sprint so I didn't have to wait any longer, and I was told that my Iphone x was already in their inventory so that wasn't possible. They told me the manager would be there at 2:30pm. I arrived back at the store at 2:15pm, the manager didn't  show up until 3:30pm.  

While the manager, Juan, did fix my problem, he didn't seem concerned about the fact it took 6 hours to rectify this situation. He didn't apologize. While he did wave the $30 activation fee, I am still not satisfied. The associate explained to me before the  manager came that he would give me instore credit and that he was really good at costumer service. 

I assume that Sprint does multiple trade ins a day, and I assume that it's a pretty basic request. I don't think it should take 6 hours to complete this task.

I have called numerous times about unable to use phone and charges that has been applied. January 13, 2019 Supervisor Jane and representative ken who cold transfer me back into the queue without answering any of my questions. There was a time where my daughter was trying to commit suicide and I was unable to make any calls out because of the *8 not working. Sprint was the only person I could call and my phone was up to date with bill. I decided that it was not feasible for me to pay for services that I could not use. So for 2 months October-November I had no service. On December 08, 2018 I paid over $1202.00 to get service back just to keep my number which was the total balance they said I had to pay. Now my bill cycle ends on the 8th and *82 didn't start working until the morning of 12/10/2018. So the whole time my phone still wasn't working and even after I paid i had problems where I couldn't make calls . I was stranded in the dark on the road.because my truck broke down and again couldn't call anyone but Sprint. Now when I made the payment I had ZERO balance and was told that my next payment will be due 01/01/2019 $384.13. On 01/13/2019 I received an email that I have a balance of $826.48 along with a previous balance of $404.13 for November 09-December 08 2018. I have an extreme headache from dealing with disrespectful incompetent people at sprint. I DO NOT owe this additional $505.06 and it seems as though this company doesn't care. This needs to be resolved before it goes any further. I also want the representative that I spoke to Ken and Jane reported.

Liyah Edwards
[protected]

Have not had service for over a week with no end in site. Worst customer care ever can't even understand most of them. If you want to lose your cell phone service talk with a sprint rep. Promising 25 monthly plan run because you won't get any help if something goes wrong. Worst experience ever working with a company lost business and my kids can't even get a hold of me. Highly recommend staying far away from sprint have told over 50 people and many said they had problems with sprint as well please help yourself go with someone else wish I would of never left tmobile

Sprint has not unlocked my phone yet. I first called 12/21/18 and yet you guys have not unlocked my phone. I have 3 emails showing that the phone was unlocked. Every time I call I get 72 hours. Its been 2 weeks. I'm calling my lawyer. I have spoken to a serida in complaints. Also sent an email to dan@sprint.com... I've called every day 2x a day. Every one has stated the phone is paid off the account balance is. I have been lied to numerous times. How would you feel if you paid off an item and you cant have it. This is unfair something needs to be done. Christmas has passed already and I am unable to turn this phone on for my daughter. Sprint is a bunch of liars and thieves. You guys have caused me nothing but time and money wasted. I have all my emails and times ive called. God willing I will sue you!

I been with sprint over 5 years and the service in my area bad I get one to two bars ad my location I called in to sprint tonight on the phone for over two hours . I wanting to get out of my lease due to poor service in my area. First thing out of the reps mouth I half charge for the 15 month of your lease I said why would I pay for a device at full price when I cant get good service? I was told would open a trouble ticket in you area. I said I don't that before and nothing changed. I was told I was in the coverage area so the lease can not be waived. I said I been in the area 14 years and not has changed .I have 5 lines I don't want to cancle the account just one line . I have two lines that having same issue . so a trouble ticket was open and being on hold over a hour I asked for a supervisor and after a half hour went by was told the supervisor is on other calls .he took my email and said witll have the tower people check it out then I will be advised if get out of my lease . . I opened many troble ticket and the service has never changed 1 to 2 bars of service and I have the sprint airwave and that dosent help.

I have been with Sprint for more than 9 years and rarely call due to the poor customer service and long wait times but due to a 150 charge that was applied to my bill, I had to call. Being on the iPhone forever plan, I get a new iPhone each year this year being no different other than the fact I was charged for a broken device. I know the device was not damaged so I called to dispute. I spend over 2 hours on the phone most of which I was just on hold to be told the charges were valid. I asked for pictures of the alleged damage which could not be provided. I asked for my old phone back and was told I had to be transferred to a different department. I then asked for a supervisor and was told they weren't able to talk to me but gave me an incident number - I1713421062. I then requested the rep to check to see if I ever had a credit and she said " its gonna take me a long time to go line by line" then placed me on hold for over 30 minutes. I find it very hard to believe that common account information is not itemized on the account. This is by far the worst customer service I have experienced and the lack of follow though and understanding is very disturbing. I will never recommend Sprint or have anything good to say about them when asked if this issue is not resolved.