Sprint
reviews and complaints

i as well worked for tele hell...and of course got fired for not following proper protical and not asking a customer that hung up if i had resolved her issue. telehell is the worse company every to work for. they have to keep 300 employees at all times and with the jobs so scarce even teletech is having a hard time keeping employees cuz they fire/or people quit so much that the door is always spinning.

I have a horrible story to tell, probably will top Steven's with regards to Sprint..

Sprint PCS Case#: C2120394. BBB case# [protected].

On August 31st, 2008 Sprint customer rep offered me a $150 creadit towards my account plus $150/phone (I have 3 phones) towards each new phones if I renewal a 2 year contract with them. I explained to the customer rep that all three of my phones are working fine and don't need any new phones. He then offerred me to use the $150/phone credit -- this amounts to $450 (3*$150) to use towards my Sprint PCS account for renewing the contract. I agreed to renew for a 2-year plan based on the conditions stated above that day.

In mid Dec, 2008 my cell servicew was cut off, so I called sprint and found out that I only received $150 creadit to my account not the remaining $450 as was promised by the Sprint PCS rep back in August. The Sprint PCS customer personnel who answered the phone could not make decision and promised to escalated to the next level and have someone call me back within a week. Meanwhile the customer rep. tunred the cell service back on while this is being investigated. As the week went by and NO ONE from Sprint PCS called back.

On Dec. 22nd, my cell phone service was cut off again. I made another call to Sprint's customer service that day. After repeated explaining my story 3 times to 3 different Sprint customer reps, no one seemed able to resolve this issue nor can tell me waht's going on with my case. Due to Sprint can NOT fulfill its promised remaining $450 creadit towards my account, I asked the 3rd customer rep. to cancel my service and told her I'll pay back the already credited $150 from Sprint plus any outstanding charges. By this time, April, the Sprint cancellation customer rep (employee ID AN252117) informed me a $200 early cancellation fee on top of the $150 credit will charged to my account. I explained to her the reason I renewed for a new 2-yr contract was based on the $600 ($150+3*150) credit Sprint was offering to me back in August 2008. Since Sprint was not going to fulfilled its promise, I'll only pay back the $150 creadit plus any outstanding balance, but NOT the early cancellation fee. April insisted to transfer me to the cancellation escalation team, and told me to talk with Joe. Joe did not answer his phone, and I left my name and phone number and asked him to call me ASAP.

Today is Dec. 24th, 2 days later and 2 subsequent follow up calls to Sprint within the past two days, still no calls from Sprint. Made another call to Sprint to ask to talk to the cancellation team, the rep told me someone from that team will call in the next few minutes. That was nine hrs hours ago, NO ONE called... Phone service is still cut off...

Not hearing back from Sprint on the phone, I am desperate to get this issue resolved, I sent Sprint an email stating my issue, the automated response back is we will get back to you within 24 hrs (see below)... Just like they told me on 3 occassions they will get back to me in one week, 24hrs, a few minutes...

I have been with Sprint PCS from day one (many years ago). I am very disappointed with their false promises and its customer services. Everytime I called, it seemed each of the customer service personnel always trandferred me to some other departments... No one answered wanted to resolve any issue, or take the cancellation of my service...
They promise to call you back and NEVER call back...

=======================================================

From:Sprint Customer Solutions
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To:Scott Chu
Subject:Sprint has received your email (KMM57147707I15977L0KM)
Date:Wednesday, December 24, 2008 2:40:24 PM
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THIS IS AN AUTO-ACKNOWLEDGEMENT - PLEASE DO NOT RESPOND TO THIS EMAIL.

Thank you for contacting Sprint Online. Customer E-Care has received
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The email ID for this interaction is (Re: Care #[protected] (Billing
/ Payment - Billing Inquiry/Invoice Charges) (KMM57147265I15977L0KM)),
and will be located in the subject line of our response back to you.

Thank you for contacting Sprint.

I am a customer Service agent and you aint seen nothin. i work for teletech in guadalajara. teletech is a global company. Sprint/nextel outsouced a lot of their jobs overseas to save money...funnything is, the way we´re trained out here is so ambigous that when we are out on the floor taking customer calls on everything from problems with the phone to changes in service, and yes, of course billing issues, and i might add, we have questions on how to handle customer issues, we are always in jeopardy of doing it wrong. Only when our sales for new price plans, extensions on contract or new phones go up do we get help here by our superiors who have the knowledge of truly helping customers out. those who don't sell well are always being told that their "customer's issue resolution" is poor, and you may loose your job. The thing is, customers aren´t the respondants on customer resolution, but the "deported homies" from the usa-who speak english realwell- they are the actuall determining quality agents...the ones who have been patted on the back for ..uh hmmm.. extending customers contracts, mostly without customers knowledge cuz all they were doing was adding on a service, and selling pones that are suppose to be compatible with Sprint services and price plans.Yup this aint a joke. i see this everyday.Except my day off of course. Things should be done right. Plus i shouldn't loose my job for knowing how all this affects you all, and crying FOUL hear.

without me cancelling their contract sprint when ahead and cancelled it without me authorizing it and charge a disactivation ffee

I have been going through the same exact thing you all have been going through. Sprint is trying to still charge me on an account that has been closed since 11-8-06. I even paid the $200 early term fee (it was terminated early, so I paid it) and they are still trying to extort money from me. I finally got my attorney involved. His name is Alan Angelo and his # is [protected]. I am ready to file siut against them. Anyone want to join me?

I emailed the customer service and wanted to check out my contract satisfaction date. I have in writing it was 08/27/07 from them. We cancelled in December, 2007, they sent me a bill in Jan, 08 showing an early termination fee of $200. I called the customer service line, they said they were sorry, they had me on the line for approx 45 minutes and said they were crediting my account, the rep even had his supervisor come and approve it, he told me the next statement I will receive will reflect a zero balance. Nope, it didn't happen. I am still getting statements. They even emailed where they sent me to a collection agency. I have written letters, provided a copy of the email, called customer service they gave me a tracking number and said they would get back to me... they didn't get back with me. I did receive a letter back stating my contract end date was now May of 2008. I wrote another letter with a copy of the email showing I was told August 2007, I have heard nothing from them, just another monthly statement.

Not to even begin with the dropped calls or c4 errors. They have the most pathetic customer service dept I have ever encountered. They gave me the run around for hours just trying to figure out if it was a Nextel or Sprint issue, When I kept bring up the fact that their slogan states TOGETHER WITH I would get transfered to no man's land and be required to call back. The FCC or whoever regulates theses idiots should et involved.

Sprint sucks on customer service. I was informed my phone could be used as a modem and now they want me to pay an additional $15.00 amonth for this now. This company is just as bad as W. Bush and his lies. Well no matter how good a plan i had at one time i will be leaving this horrible provider and maybe never having another cell phone since it is just bull [censored] anyway.

Without question, NEXTEL and SPRINT combine to be the worst company for communications and customer service. I have spend at least 10 hours trying to resolve a NEXTEL screw up. THEY OWE ME $400 plus and they know how to take money but seem to have forgotten how to credit money.

This is by far the absolute WORST and I mean WORST cell phone provider on the face of the planet. I purchased a a Blackberry 7100i with GPS and was told that was the only Blackberry available with GPS (a total lie).I will never use this company for anything and will resort to tiering two cans together with string to communicate before I ever use them. It is by no coincidence that their stock performance is dismal and C Level Execs turn the door quicker than your neighborhood fast food joint turns burger flippers! They do not back any of their products and hire sub standard employees.

they shut my phone off after i paid it

I run an I.T. Dept. I have over 40 lines with Sprint. I have the same issues with Sprint as every complaint on this list. People: please fill out your complaints with fcc/ ftc and also the California Utilities Commission. All cell phone companies are also under the Utilities commission. A lot of these complaints are in regards to Bill Cramming. Its a serious offense and very illegal.

I purchased a sprint phone from a third party of sprints... this jerk and I got into the biggest argument because I wanted to open a second line in the corp office, this was done and now they at sprint told me I could return the phone I purchased and get my money back, joke joke joke...

The third party dude refuses to return the phone, sprint is telling me that there is nothing they can do after they told me they can return the phone and credit me the amount.. sprint should be helping the customer me, and barking at the third party vendor thats screwing us both...

www.FTC.gov is where you can complain! AND HOW also the www.fcc.gov for certain issues.

My Mom is 82 and I have her on my plan (she does not want to change to a new phone) - I want to CANCEL the stupid thing, and use someone that CAN ACTUALLY do the billing correctly - I have been at with them FOR about 2 YEARS NOW! and you cant find out if it is corrected until at least 2 months go by.

They were taxing me the wrong tax codes , they were charging me after 7 phone calls (even though the plan I had payed $5 extra per month for that). They have been charging other phone calls and fees and for the life of me I have to READ EACH PHONE CALL - look at one at a time, I can NO LONGER sort the bill to catch their freaking errors - I liked the OLD HTML form - because I could save that to a database and sort by time , date and easily find the OVERCHARGES. Guess others were doing the same, A call to their customer service is like asking a dead cat to explain Einsteins theory of relativity. Sometimes they fix one thing, screw up another - it has not been right for a long time..

It would be best if SPRINT company went belly up!

I finally got them to drop the $200 early termination fee (that was wrongful to begin with), but it took about 6 phone calls, many hours, and letters to BBA and such to get them to finally do the right thing.

This is a letter that I wrote to Sprint to address 6 months worth of headaches I dealt with:

On July 22nd, 2006 I decided to change our plan to the Fair and Flexible plan.

I spoke with a representative who was very helpful. She advised that because it was the day after the billing cycle we were changing plans at the perfect time. This did not turn out to be true.

I received my bill in the month of August. It was for two months worth of service. I called into customer service and was informed by the representative that this is how the Fair and Flexible plan works. I am being billed for the current month and a month in advance. The representative then informed me that I would not receive a bill in September.

September 28th I received a bill. I called customer service. He advised that I should not have received the bill being that the month prior I paid for two months worth of service. He adjusted the bill and informed me it would be due on October 18th, 2006.

October 22nd my wife and I upgraded our phones at one of your kiosk’s stationed in Costco. The service was poor and confirmed that in the future we would deal directly with a Sprint store.

October 24th I reviewed my bill online. I called into customer service to see why it was so high. The representative advised that he is sending the account for review to find out why we are being charged $ .40 a minute.

October 25th I called to inquire about text messaging. I was advised that text messaging was promotional for the first 30 days. Thereafter, it would be $15.00 a month for unlimited texts or $ .10 per text.

October 27th I spoke with a gentleman who informed me he was a supervisor. He advised that the previous representatives update to my plan moved one of our phones to a $.40 per minute plan.

My bill was adjusted and due on 11/17/06.

November 21st we dropped the vision pack from our service and was informed that text messages were $.15 per text. This is different from what we were told back on October 25th.

November 21st we returned one of the cell phones to the kiosk in Costco (model 3784). We were still within our 30 day grace period and realized what we were sold was not what it was made out to be. If the representatives gave detailed information about the products at the time of purchase we would never had gotten this phone. The phone we purchased in place was the Katana. Once at home, the phone was not working properly. I called customer service and was on the line with for 11 minutes and then we were disconnected. I called back and spoke with a supervisor, who corrected the profile.

November 27th I received another incorrect bill due on 12/18/06. I was still being charged $.40 a minute on one of my phone lines. Spoke with a representative at 4:15 p.m. in customer service. He advised that the incorrect code was attached to my line and that it was now changed. I then requested to speak with a manager and was transferred. He advised that he will make a special note to watch my account for the month. He confirmed that my bill would now be $102.45.

November 27th my phone was suspended. This was discovered while I was at the airport and was in need of my phone. November 28th I was advised by customer service at 6:15 a.m. that there was no plan code on my phone. She walked me through the prompts to add it back on. I requested to speak with a manager and this one was the WORST of all. I explained to him my anger at this point. His response to me and I quote, “What do you want from me?” You have been compensated $93.40” I advised that Sprint did not give me $93.40 for all the time, effort, and frustration that I have had to deal with month after month. The $93.40 was compensation for the error your company made on my account. I highly suggest if your company works like any other call center and has any type of diffusing anger protocols in place, he needs to take some time out and read it. I had to call back into customer service at 6:45 a.m. She had to reprogram my phone because it was now going straight to voicemail.

I guess the supervisor who was to watch my plan when I called in November forgot because it still wasn't right in December.

December 30th I spoke with customer service. She had to reverse $10.40 because one of the phones was still on the $.40 a minute plan from November 22nd through November 27th.

I have since received my bill due in February. To my surprise it was correct. I have spent too many hours working with your company to correct an error on your part. I can honestly say that most of the customer service representatives that I spoke with, although did not resolve the issue, were friendly and helpful. It is those that you call managers/supervisors who were unacceptable. I will not make any changes to my plan or upgrade my phones while we are under contract. It is unfortunate that I feel this way but I do not want to deal with six months worth of problems. I will not be resigning with your company nor will I recommend it to anyone I know.

I have almost the same story as Nancy R. above.

Months ago I sent an email to Sprint asking them when my 2-year agreement was up (since I wanted to cancel since my employer gave me a free Verizon phone). Knowing I would have to pay a $200 fee, I was willing to wait a few months to cancel to avoid it.

So today I called Sprint and told them I wanted to cancel my account. They didn't really even try to stop me (which was nice), but then let me know I was going to have to pay a $200 early termination fee.

I responded that this was incorrect and that my contract expired and even told her that I had an email from a rep saying such.

She then told me that I had called (on Nov 19th) and agreed to renew for another 2 years in exchange for a 10% monthly discount. I was shocked to hear this and new immediately it was a scam. She then asked me "don't you see the discount on your bill?".

Sure enough, for the last two months, there is a $8.50 credit on my account. No explanation of anything, just says "Credits & Discounts". I didn't think anything of it since after taxes it only knocked a few bucks off my bill which was random each month to begin with.

I spent a good deal of time fighting and arguing with this rep on the phone, who seemed to anticipate my reaction. She wasn't surprised in the least. I demanded to see a signature or hear a voice recording of proof, and she said she didn't have any and that they don't record all phone calls.

She essentially blew me off in the end and told me to file a complaint with Sprint Corporation.

I plan on writing a letter to Sprint, as well as the Attorney General and a few others. If they are going to cheat me out of $200, I am going to get my money's worth. Sad to see that this same exact tactic is employed on other Spring customers. The sad thing is that I had been a loyal Sprint customer for almost 8 years, and I was only leaving because my employer was providing me with a free phone.

Henry Lee
Connecticut

I had a similar experience to another reviewer who wrote "The representative looks at my account and informs me I had called in March inquiring about a “5% discount offer” and had agreed to an additional two-year contract in exchange for this discount.

I told the representative that this was completely false." Later, the reviewer also said that customer service rep accused the reviewer of lying.

I have had Sprint for many years. My most recent 2-year contract with them ended this month, and I did call two weeks ago to ask exactly when the contract ended, so I could consider my options. I knew that I could continue from month to month now without a contract. However, I just received a notice in the mail from Sprint thanking me for renewing my contract, which I did NOT do. I called customer service, and the rep. told me that they had a record that I had called, and been told about the 5% discount to renew my service, and I had requested them to renew. I said that wasn't true. Rep did agree to cancel the contract renewal, and the 5% discount, which was fine. However, I said I had a complaint that the contract had been renewed without my request or permission. She kept saying: what's wrong, we've solved your problem, but I felt that Sprint should know that this kind of mistaken or fraudulent renewal was going on, and it was only lucky that I carefully read the Sprint letter, which I might have discarded as an ad. I asked to speak to a supervisor. A supervisor came on the line, and he was more rude, hostile and aggressive than the first rep. He also kept saying 'what was the problem, because they had canceled the renewal.' He also said that he had been in customer service for many years, and there were 3 stories: the customer's, the company's and the real story, and suggested several times that I might be lying about renewing the contract. He said I probably just renewed the contract, and then changed my mind, and so now I was making up this story.

I was really amazed and offended that a supervisor, who I would think would try to be conciliatory, and perhaps just say there was a misunderstanding, would choose to accuse me of lying. I tried to put my complaint in an e-mail, using the sprint.com website, but twice, after I had typed my comment and tried to proceed to the next step, my computer screen listed "site not found." so I don't know how to complain in writing to higher-ups at Sprint. However, I'm afraid that they know about these fraudulent practices and the rude, hostile customer service people, and approve these actions. No wonder Sprint is losing business, and laying off thousands of people.

An OLD long time customer with long time complaints. After getting rid of Sprint PCS after roughly 4 years, the smoking has stopped and the family is once again back together...ok so maybe not that bad, but close.

The first couple years went OK, with a few minor billing errors and a few customer service complaints, but the final 2 years were an absolutle NIGHTMARE. With a phone broken every week and the refurbished phones being sent with screens falling off and in terrible shape, I was starting to give up. Then it happened...I was on a family vacation in the middle of a large lake with engine troubles, went to make a call for help and all I got was the CSR from Sprint saying my cell service was shut off because I exceeded my account balance, BUT the bill wasn't due for another 19 days (Pretty cool they punish you for spending money with their company, not a good business moto.) I paid the bill in frustration to the policy, and was towed back to safety. After getting back from my vacation I made the decision to switch to Verizon Wireless and knew about the early termination fees from Sprint. (TRUST ME it's worth leaving the most complained about carrier according the FCC for cell service you can enjoy) I received my final bill from sprint with over 200+ in billing errors that sprint did admit to and said they fixed, but being a smart bill payer I requested a new "correct" DETAILED statement before they would receive my money. 3 bills later the fix never saw the bill. The next call I received was the collection agency that took my bill over...I chuckled and advised them to send me the bill and I would send them the check, but never received another call for 2 years. I started complaining to the BBB on 12/14/2006 and received responses back from sprint stating that my bill was sent to collections prior to the correct bill was sent...my problem? how? About a week ago I received a call from a new collection agency stating they would cut my bill in half and show paid in full if I wanted to end this now...I laughed as this now indicated to me something must be wrong with my statement if they are willing to do this.

I told the agency to bill me, and the agency stated they did not have access to the bill...HUH, wheres the bill? I have snowballed this so high to the news, attorney general, BBB, FCC, and Sprint; and the fun is just beginning. I have had Verizon and haven't had 1 billing error, 1 equipment problem, or one customer service problem, thats gotta tell ya something! Trust me I would know about billing problems I run up a 400+ dollar a month bill as I own several businesses, and verizon gets it right every time. I also coded 11,000+ dollar bills from verizon for my previous employer, perfect every time!

They don't tell you but you can't cancel your cellphone service unless it's on the last day of the cycle. If you cancel 1 day after your new monthly cycle begins they still charge you for the whole month. It is definitely a rip-off for the consumer. I would think real hard before doing any business with them. I had no problem with Verizon. They would be a better choice.

Sprint turned over to the collections in the amount of $202.12, saying that I owe this money when I migrated from Sprint to TMobile. The Phones were paid off but yet Sprint is saying I was still in a lease. When I asked for documentation of this, nothing was provided. There are hours of recorded phone call with Sprint/TMobile that can verify this.

When I first started with Sprint my total bill was $160.00 due to automatic debit it was only $150.00 very affordable. All of a sudden my bill goes to $200.00, then to $230.00 now its at over $300.00 with both phones paid off two active lines. Now because I didnt pay over $300.00 bill now during coronavirus my phone is shut off. Awful company!

Please look at attached file as it was too much information to put in this word box.
There are three pages of a word document attached in regards to Sprint.

I was promised a $200 gift cards and I am getting the runaround I should already had it it's been over 12 weeks and if showing it is still pending nobody wants to help me I've been having problems from the very first day I switched over to you I was with Metro I decided to go to y'all all I got is problems every month has not been one month

on any new phone on the sprint network, you cannot talk and surf the net on the lte network anymore, a service that was available for the last 6 years!

oct/30/2016 ( return)or (replace) device turned off please change for apple, i pay my bill .

my email is linnyjoy64@gmail.com name is linda kimber my card is [protected] 5/20 please help... I, m calling my bank on monday my bank is Bethpage federal credit union...money fraudulently taken out of my bank for a phone I do not own...

It's been almost a year and they still have not sent me the money for my devices. They have sent them apparently 6 times and still nothing! I'm getting to the point of getting a lawyer soon for my troubles

Horrible company been paying for a device I can't even use the story is entirely too long to explain on here but I have reported this matter to the Better Business Bureau. I Wish I could give them a 0 star rating to be honest!

phone bill is high I was talked into adding more lines it turned out to be a nightmare. I need extensions on my bill .Sprint can't give me the date I need .always different date tell me to call back this breaks the arrangement I'm the one that's wrong want to shut off my phone. I am 62 disabled sprint always says they care about their customers ..