Santa Clara, CA: A consumer fraud class action lawsuit has been filed against Sprint alleging it deceives customers regarding savings in its “cut-your-cell-phone-bill-in-half” promotion, and fails to deliver as advertised.
Filed in California federal court by Sylvia Nixon of Los Angeles County, the suit claims Sprint deceived her into changing cell phone services in May then failed to deliver on alleged promises to cut her bill in half, pay termination fees she says cost her $1,500, and give her three $350 Visa gift cards.
Nixon claims that had she been aware that Sprint’s “sales tactics rely on falsities that have a tendency to mislead and deceive a reasonable customer,” she would not have changed carriers.
“Defendant misrepresented and falsely advertised to plaintiff and others similarly situated that it would provide these services when defendant had no intention of doing so,” the complaint states. Further, “Defendant’s conduct will continue to cause irreparable injury to consumers unless enjoined or restrained.”
According to statements from 2014 promoting Sprint’s service-change enticements, Sprint indicates that it offers Visa gift cards of up to $350 for each line switched in order to pay for termination fees.
Regarding the cards, the suit states that Sprint “failed to provide … all three $350 visa cards.” Sprint provided her with two, “and even charged the plaintiff for them.” While the complaint does not say how much Nixon paid, nor does it specify the degree to which Sprint failed to offer the promised rate, it does state that Nixon’s rate with Sprint was “well over fifty percent of what she had previously paid.”
The lawsuit seeks certification of a class of all Sprint customers who accepted the offers, an injunction on current practices, unspecified actual damages, attorneys' fees and punitive damages. Nixon is also asking the court to make Sprint “at its own cost, notify all class members of the unlawful and deceptive conduct therein,” and to force the company to amend its advertising.
“[T]he injury suffered by plaintiff and members of the class is not an injury which these consumers could reasonably have avoided,” the complaint states. “Plaintiff’s reliance upon defendant’s deceptive statements is reasonable due to the unequal bargaining powers of defendant and plaintiff. For the same reason, it is likely that defendant’s fraudulent business practice would deceive other members of the public.”
The case is Nixon v. Sprint Communications Inc., case number 2:17-cv-01149, in the U.S. District Court for the District of Central California. Nixon is represented by Todd M. Friedman of the Law Offices of Todd M. Friedman PC.
My husband and I went to sprint in river city numerous times to see about either getting upgrades or paying the money to fix his screen on his phone.(the screen costs more than what the phone was worth) . We ended up getting new phones that were on sale and was told that our bill would drop since my husband and I went to apple phones. This was not the case. Our phone bill actually went up 90.00. We went back to the store on November 1st and was told they couldn't watch the video exactly from one month prior.We were stuck so my husband called the 611 number and we have gotten nothing but run arounds. We asked for a call back and yeah we got one at 11pm on a week night. He called back the following day and again was told he would get a call back and that never happened. We have spent over 10 hours trying to deal with this. Someone needs to look into fraud for this. It's funny how when we went to the store they knew who sold us the phones without saying anything but refused to do a dam thing. They are corrupt and overcharging their customers.
Posted by Stephanie A Roman
I leased and preordered the Samsunge Galaxie note 10+ which now I see was one of the worst mistakes I could have ever made. I noticed that I did not choose the right color during online order. So during the pending process I was told I could not switch the color which honestly I found ridiculous before it was shipped. I was told once you recive the phone just go to the store it's a simple sim card switch it will NOT change your plan what so ever. That of course was a lie. I was not in the state of NY at the time when the phone arrived so my bf went fo do so for me after we found out that the sprint store locate In Palisdaes Center Mall (worst store ever) had the last color I wanted. During the trip to the store my bf informed me that it was not a simple stwich and he was there for over an hour and sat in the store while it was closed. During which they MADE him sign a contract that changed my plan that I did not give permissions and was not aware that it would change my plan. When he was there he was told you can not leave till you sign. That sounds like entrapment! I have been trying to get my original bill back for almost 3 months back. Sprint is no helping they lie they keep telling me it will be fixed that is has or it is being looked into we will call you back. I was forced to pay 140 after being told the problem was resolved which is was never. I was also tricked and told that the TAB A tablet or Apple Tablet comes with the plan for FREE! Beware this is a lie it is a two year contract and there using this to gain commission. Everything that was done is illegal I was not there to show my ID in person during this signing and my bf was never added as someone to have access to my Sprint account. Now I'm in the process of getting a 3rd party involves. Word To The Wise. Stay AWAY from Sprint. They only care about $ not there customers.
Posted by John Clubb
Wow. I just thought I would look to see if anyone else has had trouble. Too much for me to text. In short strokes the sales rep lied, tried to fix it and got the same shut out treatment after paying everything off twice, while getting billed and reported as delinquent every month. Just paid another 256 I did not owe. There is more and oh yea i only used the service for 8 days and that was just calls for some other person. How do we get involved with lawsuit? This is literally emotionally affecting mr because there is no right way to solve this and they just keep hounding me for more.
Posted by Albaraa Alhajji
Another victim! How can I join? Thanks
Posted by Laurena
I have been defrauded by Sprint in a similar manner for more than two years. I have spent numerous hours on the phone attempting to resolve this situation with them only to continue to be charged monthly for a phone and services which I do not use. Please contact me with information as to how I may join this lawsuit. Thank you.
Posted by Rebecca
I have had sprint for 10 years, and in the last year I have had nothing but dropped calls, calls not going through, text messages not going through or getting them a day later. I have 5 phones and my bill jumped to over $500 a month and when I call they try to give me 20.00 off the bill for the month for the issues (Seriously). I have a terminal family member and another that needs it for work and it is unacceptable. When we asked them to take 3 of the phones back because they are leased so we could find a different provider, they sent me a booster box and said this would help the issue and it hasnt and also said I have to pay 2700.00 to pay off the phones to close out the lease. So now I am stuck with them for at least another year of service that dont work !!
Posted by Sarah
I was suffering from the same situation! 100/4 lines promotion is totally a lie! It ended up with increasing bills without informing. I habit one get one free is another lie !! The sales of Sprint has deceived me to open the account. Also they will add an devices insurance on my bill without my permission. If not my finding out, they won’t give me back the money they charged in my account. Now, I’m suffering a huge bill for my termination with Sprint. Shame! Treated consumers like that? Especially the consumers don’t speak English well!
Posted by Jennifer Hackbarth
I had a similar issue. Phone's were BYGO and to be paid off. This was not the case and when I called I was told that there was a buyout amount due and that after 6 additional months of making the payments they would be paid for. Made those payments and they were still saying it was the same buyout due and that was lease payments. Sprint employees have no idea what is correct and everyone gives conflicting information and I ended up being the victim of their incompetence.
Posted by Roseana Beene'
I had the same type of fraud promo with my 4 lines. The promo was you pay $40 for line one and lines 2 , 3 and 4 were half priced and a fifth line was free. Also no promo time to expire.
For a short time my bill was around 140.00 per month but when I got the 5th line, that I was told was a free line I just had to pay for the cell phone fee, less than $10 a month , the cheapest one, my bill slowly shot up, to now around $268.00 a month. When I called about it they stated that my promo expired. I told them that I made a point of stating twice before I signed up at the Sprint store that there was no expiration time on this offer and they told me " there was no expiration on this offer". They lied to me,either when I signed up or when I called about the bill increasing monthly. I'm not sure which, but I didn't have any way to prove what they had told me so I just continued to watch the bill increase month after month I signed up for this offer around five years ago. I would like to be part of a class action lawsuit brought against Sprint because they lie to customers to get them to sign up for offers that don't exist and they don't care whether your on a budget or what your situations is, they change their story all the time and it's very hard to prove, years later, what they told you at the store, but I remember.
Posted by Michelle Diamond
How do we get in on this? We now have multiple unused lines that we are still having to pay for due to the sales tactics of Sprint staff. They told us by one get one free then you can cancel the old lines in one month but we are not able to do that until the contract is up which means we are still paying for 6 phones and 3 tablets, when we only use 4 phones and 2 tablets. We have been dealing with putting lines on stand by and so on to keep our monthly bill under $500. Then to top it we were never informed by email or text as Sprint says we would have been so we have been paying an extra 9 months on lease of a Samsung 7 (cancelled today) despite numerous phone calls to Sprint to discuss my bill and why we are still paying so much.
I have spent numerous hours to include 3 hours today dealing multiple people who all tell me something different. I talked to one person who totally disagreed with me about a monthly charge on my bill despite me walking her through my bill (yes I was on mysprint and looking at my bill) and the next person saw it and said yeah that is a lease that was started in 10/2016 and should have been done away with a long time ago and they cancelled the lease and my payment.
We are just buying our time in this contract before we look in new directions. Any help is greatly appreciated!
Thank you frustrated customer since 2015
Posted by Teisha Swindle
IT'S SADDENING TO READ ALL THESE COMMENTS ABOUT SPRINT, BUT I CAN RELATE TO THEM ALL. I'VE BEEN A SPRINT CUSTOMER FOR OVER 14 YEARS UP UNTIL THURSDAY APRIL 18TH,2019. I HAVE EXPERIENCED SO MUCH BULL CRAP FROM THAT COMPANY OVER THE YEARS. WHAT FINALLY MADE ME CANCEL THEIR SERVICE AND SWITCH TO ANOTHER COMPANY IS THE LEVEL OF DISRESPECT AND LIES THAT I HAD TO ENDURE FOR THE LAST FEW MONTHS. I JUST COULDN'T TAKE IT ANYMORE. I ENDED A14+ YEARS RELATIONSHIP WITH THEM FEELING SO HURT BECAUSE OF THE WAY THEY DIDN'T VALUE ME AS A LOYAL CUSTOMER. ALL I WANTED WAS FOR MY PHONE, DATA AND OVERALL SERVICES TO WORK THE WAY THEY WERE SUPPOSED TO. I HAD MY 5 CHILDREN ALL ON MY SPRINT ACCOUNT FOR YEARS, PAID SO MUCH MONEY TO THIS COMPANY FOR NOT SO GREAT SERVICES FOR YEARS, ALL TO END UP HATING THEM IN THE END. I DEFINITELY WOULD LIKE TO BE A PART OF THIS CLASS ACTION LAWSUIT AGAINST SPRINT. THEY HAVE ROBBED ME FOR TOO MANY YEARS. I HAVE SOOOO MANY VOICE RECORDINGS OF THE LIES AND BULL FROM SPRINT REP'S, SUPERVISORS AND MORE THAT COULD POSSIBLY HELP AS WELL. THEY SHOULDN'T GET AWAY WITH THEIR FRAUDULENT ASSES.
Posted by Troy Patterson
I got two iPhones, but one get one. According to the sales girl the offer was valid for the phones I got and according to the sales girl the computer accepted the buy one get one. My first bill was nearly $600, up from $185 a month. My second bill just paid was nearly $600 again. In wasting time on the phone with Sprint they told me the buy one get one did not apply to the $1500 phones I got. I requested an itemized bill because Sprint would not make it available until I paid the bill. Total bull shit! I thought that we had arrived at some resolution with the prior bill, but obviously that did not happen. I am looking at filing a lawsuit in Federal court in Santa Clara also for fraud, deceptive practices, misrepresentation, breach of contract, etc.
Posted by Marcia
I too would like to be a part of this. I had 3 lines and was to get a gift card for each line...i found for 2 years...went back and forth..even contacted to BBB....at one point Sprint told me they they never had the promotion...smh sad
Posted by Kelly T
Maybe if all sprint customers abandoned their bill and absolutely refuse to pay they will finally be brought down. Hate to say it, but it’s the only way I see, since no court will rule against them and their bribes.
Posted by Almaz M
I want to join the suit. Fought nail and tooth to receive the promotional gift card. Never received. Classic bait-and-switch.
Posted by Diane Larpenteur
I am also disgusted Sprint customer that is in the bowels of hell. Lies, Lies, Lies. I hope someone can and does sue them for all the mental anguish we have all suffered. I have 7 months before I can run back to Verizon. I have had horrible service since I started up with Sp in late March early April..... Dropped calls, no service, poor reception you name it. Messages work better than voice . Now they say call Assurian and see if they will replace phone. We have done all we can to detect error. Phone might just be bad.....Calling them is a problem too. Line is breaking up while your talking to them and they want to know what is your problem...… Dudh? Cant you tell? all the other complaints are pretty much the same. I didn't have visa card problem but never had good service and the lies the reps in the local stores of Sp tell you is bs.....Today asked for corp office # and address and never did get it, kept getting customer service who wanted to connect me to teck support! This is not the problem after being on phone with tech supp...…...It is just a run around and the people from where ever country they from are on the phone so you will get aggravated and hang up becaused you can't understand them...…… I HATE HATE HATE SPRINT SUE THEM AND MAKE THEM PAY EVEN IF I DON'T RECEIVE A DAM DIME. MAKE THEM GO UNDER FOR ALL THEIR LIES AND ANGUISH I KNOW I HAVE SUFFERED..... still suffering in Picayune, Ms.. till late October
Posted by Gyzell
My issue with Sprint, found out they been charging me for a “subsidized phone charge” fee every month for the past 20 months. I owned my phone bought it cash full price and have no contract. This day the manager who called me offered me a partial credit going back only 10 months due to internal policies. In addition they have noted an exception on my account so that I don’t get future charges, yet to be seen.Sprint is keeping the other monies due me. Is there really a class action lawsuit? They need to refund the monies to the consumers.
Posted by Stocker Frances
I would like to be included in the Class Action Lawsuit against Sprint.
I fell for Sprint’s 2 Lines for $45.00/mo. scheme. I am leasing my daughter’s & my phones while paying them off. My bill used to be just $119.00 per month. I managed it conveniently on line & I paid it on time. Then, at about the 3rd bill I noticed a $7.00 equipment fee + various taxes.) The Rep. couldn’t explain it, so he said that if I subscribe to autopay, the equipment fee would be waived. So I got autopay with SPRINT having access to my Checking Account! What a mistake! My bill has continued to inch up since then.
My 13 year old daughter’s phone was lost. Prior to the loss, Sprint had offered me their insurance plan. Turns out that it was only Asurion Insurance. ASURION WHOM I PAY VIA SPRINT REFUSED to replace the phone saying it had not been used within 60 days prior to my claim. I had NEVER HEARD OF THIS! They allow Asurion to just make up the rules as they go, and the insurance rules are designed AGAINST THE CONSUMER. There was nothing in writing on this, nor had I been told by Sprint. Next, Sprint put my daughter’s LOST PHONE ON something called “Seasonal Standby” whatever that means. I still have to pay the lease on it and they are treating it like she is still using it! It’s still being called a “Second Line!” & Sprint is still CHARGING ME for it.
Following this, Sprint found my daughter a used phone of theirs. Sprint called That SO CALLED “REPLACEMENT” PHONE a THIRD LINE! which I am being charged for! My daughter’s Replacement Phone stopped working after a couple of months! I told Sprint I did not like their old used junk phone and that I intended to send it back to them. They said, “When you pay it off, we’ll send you a return package in which to return it.” SPRINT IS STILL CHARGING ME FOR IT! . . .
Consequently, Sprint now charges me for 3 lines PLUS INSURANCE for: my, the account holder’s, phone plus my 13 year old daughter’s Lost Phone, and for an old, used, inoperative replacement phone, ALTHOUGH THE LATTER TWO PHONES ARE NOT WORKING!
Also, as I noted earlier, my phone bill kept inching up after I went on autopay.
To my chagrin, the August bill was $315.00! How couId this be?! when the only usage on my account was from my, the account holder’s, phone?!
I had purchased my daughter another phone from Metro PCS and subscribed to them as her carrier. Sprint should be able to see that there is NO ACTIVITY on the old replacement phone nor on my daughter’s original, lost phone. Sprint is being deceitful, greedy, and heartless - - simply uncaring about the consumer. Sprint is violating my right to make choices and it seems they padded my September bill as revenge for my having placed my daughter with a different carrier.
Posted by Andrew Hyndman
Can’t say I am shocked that the exact thing that happen to me has happened to so many others. I want to know what can be done. Can I join this suite. ? I have slots of information names dates and minutia where the record convo. I am in need of help against this big bully known as sprint.
Posted by Rachael Ralph
I don't know any of you people and I dont have the time to read all of your stories but I can only imagine after going through the hell that I have gone through with sprint. If anyone has any information for me as to what to do to for all of us to join together and file a class action suit, I will take it upon myself to get it started. If there is this many people actually posting their stories, then imagine how many there are that haven't and have just let sprint take advantage of them. I have found out that they do record every call. And you are entitled to them. You just have to pay a lawyer to get them, which is, excuse my language, but quite bill shit. Anyway, my email is Rxxx@ yahoo.com anyone with any kind of information on this, please contact me. Thank you.
Posted by Renie Roth
I am a victim of this fraudulent practice as well. I am so mad that I switched from AT&T. They billed me for a cancellation of a device over $1000 which did not happen. My rebate is not working either. The list goes on. We need to file another class action. I live in Florida.
Posted by anotherlie
7 months in and still they cant get it correct. simple buy one get one free yet they charge for it every month. nothing but lies every time you talk to them. I have wasted hours on the phone hours on the pc in the stupid chat. I now keep logs of every contact with them, should there not be a breach of contract on their end after 7 months. here is part of a chat log
You : like I have stated before I do not want an apology I just want the account fixed
Psyche : We already saw the special code being added last 10/15 and this is going to apply in the next 1-2 billing cycles. Here's how we are going to resolve this today. I will apply the due credit for this month for $29.17 and rest assured moving forward, you will see the credits on your bill.
You : I have been threw this every month
You : take your time to read threw the whole account
Psyche : Yes, that's why you were escalated to me to make sure that this ends here and that you won't have to contact us back for this issue.
Psyche : We will take full ownership for this.
You : you will see that one theme is always there the account is wrong and isnt fixed
You : month after month
You : so at this point I want it fix today
You : not in a week or a month
You : your word as a company means nothing
Psyche : If only we can override the system to have it take effect today, we would.
yet they give a credit as so the phone wont get shut off here is a video of a call from 4 months ago same issue
note at the end were he says total bill will be 195
next month guess what its back to over 300. keep in mind this is a plan that was suppose to be 100 for 4 lines and the 5th line is free big change from 100 to 300 and they always come up with the same thing the credits will show up turn on auto pay..... Cant turn auto pay on due to the fact the bill is never correct
Posted by Michelle
I have been a Sprint Customer for 15 years, upgraded in December of 2017 only after promises of a $300 credit to stay, my bill would be 1/2 of what it was with the new Unlimited Plan. LIES LIES LIES! I have been calling every month looking for this credit and lower bill only to be told the "Escalations" department will call me back which never happens, my bill has actually gone up. I've spent hours calling and nothing is being done. Now there is a new charge for a line that I didn't upgrade and the phone is paid off. Never was I told about this $25/month bascially loyalty charge since I paid of the phone and chose to stay with them. I have every single interaction number including the one where I was made the offer of the $300 credit and still nothing is done. They have the worst customer service and customer loyality I've ever had to deal with. If you plan on switching phone carriers and they promise you promotion to stay with Sprint...Don't hold your breath.
Posted by Don’t believe the commercials
After putting up with their service finally got away from them. Lies I’ll pin lies, can call and surf web at same time. I paid more then any other time with dropped calls and could not keep a consistent call for more then 5 minutes if I was traveling. Someone need to sue them on their commercial. Do not believe the lies.
Posted by James N
I moved on from Sprint. My family switched over in Dec 15, 2015 with the promise of remaining phone balances would be paid by sprint and 10th per line data from sprint.
Well, they said you are all signed up. I asked how will we get the remaining balance from Sprint. They requested last,months bill from Verizon which I sent in. The rep said we will send a lot for your phones. Fine. Nothing came. In February I ended up contacting them again and saying nothing had arrived. Finally I get a return kit. I was moving so it took me a while, but, 1 month later kit goes out.
Then I hear nothing from Sprint. Finally I contact them and they say "call this number". I call some 800 number and spend several hours talking to nobody. So, call back and they say keep trying.
I just wait and want to see what happens. A year later, I tried again and got no answers.
Now, moved to Verizon and last bill with Sprint and trying to get credit. On phone over 1 hr and they just hung up on me. They said they never received the phones. How the he'll am I supposed to mitigate this?
That and savings on account never materialized. Always. Always. Getting charged for roaming even in your home town. In areas where,the maps claim coverage. I assume they get a kick back,on roaming which is their real business model. Ccharging you extra.
Posted by TESHINNER GORDON
I was told more pole were put up in my area for better service. The calls dropped all the time and my bill was over a 1000 and it was supposed to be unlimited.I has dropped my previous provider for my family and made a big mistake.
Posted by Jessica Kowal
I have read all of the above comments and found myself saying yes me too for most all of the complaints. I began service at the end of March 2018. I was promised buy one gte one free Galaxy S9. I was told that my friend who referred me and i would each get $50 per line for his referral which i was lied to about and had to fight for. I then was told that i woukd get a monetary compensation for using my credit union which i never saw. I too had trouble making calls, Texting, using the internet or anything. I made numerous calls to Sprint and there text chat services trying to resolve my problems with no avail. They sent me a "magic box" to improve my service in my home which did nothing. I fiked two separate BBB claims to get out of my contract. The first time they said they wouldnt let me out of it because their records showed i was able to use my phone normally. The person who called to represent them and argue with me only called in a different time zone while i was at work and told me that if i didn't call back in a day they would close the claim. I tols him just because the data shiws im using my phone does not mean it is working right. It didnt matter if i was on wifi or not it was terrible. Im still trying tonswitch. I got out of the contract, bought out my phones lease and had to request they unlock my phone so i can switch. They "unlocked them" and told me it would take three days to go through. Meanwhile i am still paying them till i can switch. Four days later only one of the two phones got unlocked. I had to call again and I have to wait another day. Wish me luck.
Posted by Chris Bearkland
Sprint never gave me my the promised credit cards to cover the cost of cancelling my former service despite using that very promotion to recruit me. Approximately $800. They have overcharged and doubled charged me month after month for several years. This lead to many hours of dispute through their customer service and the Better Business Bureau.They have repeatedly misrepresented facts and openly lied in their comments to the Better Business Bureau which can easily be identified through their recordings of our phone conversations. Their representatives were rude and used “ad hominem” tactics to detract from the validity of my claim by making statements like “you’re already on one of our cheapest plans”. Additionally, they would tell me there was no way for me to reach resolution because I was already speaking with their “highest” department. Finally I cancelled service and returned their devices and gave notice that they are not authorized to withdraw anymore funds from my account. More than 30 days after cancelling my account, they arbitrarily took it upon themselves to fraudulently withdraw $838.73 from account for equipment they have in their possession. I have videos and photos to show those devices were in good working order and tracking numbers to show they were shipped and received through their chosen service (UPS).
Not only is this company untrustworthy based on my experiences, they also openly and intentionally engage in fraudulent business practices.
Posted by F Alma
The first 3 hours I was in a long chat with a Sprint representative (Frey) through Sprint.com, the other two with a customer service Rep (Arthur) and sales team Rep. (Kathy).
Basically, my concern was how to optimize my plan. By optimize I mean cost wise because I currently pay over $200.00 a month for 3 lines. Online in Sprint.com, I saw an offer of $25.00 per line (Unlimited Kickstart) and another for an i-Phone 8 for $8.00 a month per line.
I decided to contact Sprint via chat and ask about optimizing my current account. I provided my line's number and went on to inquire about my account. After a long back and forth in the chat I asked about the above referenced plans and if those would apply for my 3 lines. I was told YES and was offered the sales phone no. I asked for further clarification to ensure I would not waste my time calling sales. I was categorically told the offers would apply in my 3 lines.
I ended the chat and receive the official transcript via email. I proceeded to contact sales and talk to Arthur who said these offers were not applicable, after explaining my earlier chat with Sprint representative Fray, I requested him to please escalate this matter. I got Kathy on the line and the same process of explaining everything began. I offered to email my chat with the Sprint representative and asked the offers to be honored.
This was denied.
And here I am again, frustrated with Sprint for the run arounds and lack of real solutions to my concerns. I would have never contacted sales had someone not told me that the offers were applicable. I understand what the web information states about new lines, etc. However, that is why I contacted Sprint first. I wanted to ask if the rates could apply to my account just like you do when you change plans, etc.
I am very disappointed that Sprint does not honor the word and written confirmation of its representatives. I asked and asked to make sure this could be done and was assured I could. I would gladly send you the transcript, but it does not seem that anyone really cares. After all I am just one customer.
As far as honesty in business practices and customer service is concerned, Sprint is lacking. I am confident that the changes in my account can be done. Furthermore, I offered to turn in my existing phones to the nearest Sprint store and open a new account if that is what they wanted. The only request I made was that I keep my old phone number in my line, they could change the number in my other two lines.
Sadly, no real solution was offered by Sprint. This is unfortunately the casa every single time that I've contacted Sprint to optimize my account. I keep being told I have the best plan. NO! I don't have the best plan! I don't have the best rate! I don’t have the best equipment or rate for said equipment! It is despicable that Sprint continues to patronize me this way. It is not honest, and it is absolutely a predatory practice.
Like me, I know of many Sprint users that feel this way but are forced to continue this abuse because they are tired of being passed around from rep. to rep. until they just give up.
The ethical thing for Sprint to do right now is to honor the rates I was assured I could get.
Posted by Khia t Jackson
Sprint deceived me by 1) not making me understand the $25 per line rate was dependent on me authorizing them to make automatic payments 2) Telling me in repeated conversations that I would own my phones after paying for 2 years. 3) At one point they told me I had paid off one of the phone but needed to return the other. I tried to return that one phone in-store...Then they said the other one was listed incorrectly as the phone to be returned and they needed it returned. Then went back with the 'incorrect phone they refused to accept it anymore in store 3) Then called to get a shipping back (the phone they said I owned was now listed on ebay, but they said I need to return BOTH phones or pay $280
4) Then attempted to debit the final payment of $140 out of two different bank accounts that they WE NEVER authorized to keep records on causing them to block my cards. I am waiting for new cards in the mail.
Posted by NICOLE BURNS
Not a trustworthy company
Posted by Nikita
My husband posted on Reddit r/Sprint about our situation but basically, someone at the corporate store screwed up the buyout promotion and our phones we turned in from T-mobile never got scanned, entered into the system, anything. So for the last (almost) year, we've been waiting for our rebates and talking to customer service, store employees, and managers trying to get this figured out. During which, the only physical copy of our final bill from T-mobile was taken by a different manager who lied to us saying he got our rebates through and will be receiving our money! Now we can't find him or our paperwork and whatever he did, he lied because nothing happened.
Recently, we have been in contact with a higher up executive branch guy named Joe Fuqua who has been trying to help resolve our issue and has been extremely patient with me. All he did was relay information between promotions department and myself but he was more helpful than anyone else we've talked to. Our situation has been "resolved" in that we will be receiving $350 for the two Samsung Galaxy S8s we turned in but will not get anything for the LG G5 (was never told of this previously, we were under the assumption that we would get some compensation for the LG as well considering it was part of the return) and the early termination fees which we were told would be paid up to $400. But our bill with T-mobile has been in collections since November last year and it totaled to $1838 before that happened.
So even though this has been "resolved", I am not happy at all, this is not resolved in my eyes. We are stuck with a massive bill in collections that we were promised would b mostly handled (apparently if everything went according to plan which it didn't), our phones have been lost/possibly stolen by a corporate store employee, and the stress of dealing with this has caused issues with my mental health (hopefully not my pregnancy as well). $700 is not enough, we turned in 3 brand new phones at the time and was lied to by multiple people that our rebate would be much closer to $1200 and that we would be receiving it within the next 2 to 3 weeks.... Every 2 to 3 weeks.
We have been running in circles for so long, we have been as patient as possible, we have been so stressed about this, someone must have a little bit of empathy for us. The T-mobile bill going into collections and incuring more debt was our fault and we understand that completely but come on... The rebates we are told we will receive won't be even half of what we were told initially.
At this point, I'm out for revenge. T-mobile screwed us over as well but they didn't string us along for almost 10 months, they at least apologized. Sprint hasn't and when I asked about how much it would be to leave our accounts today, Joe just punched in numbers like a computer. Didn't offer anything to help us out. I'm done.
Posted by Sprint Stole My Money Time Energy
Sprint is a fraudulent company. They tricked me into switching to their company, promising a free year of unlimited service. After billing me online to my credit card, for activation and service, they were very late delivering the SIM card. Even after I installed their SIM card, the service did not work at all. I called and after spending days and many hours, they "admitted" that my phone type was having issues getting service (though I think that was just a stall / tricking technique). They told me I had to go to a physical store location to get it activated. I did that. For most of the year, they continually charged me exorbitant amounts of money for monthly service (which was supposed to be free), charged me multiple times for activation, and also ran my credit multiple times without reason. They ruined my credit score. They use the following methods to discourage customers from calling: 1) by transferring you overseas (India, Sri Lanka, Philippines) to Sprint Agents that clearly don't mean to help you. 1 - a) Their agents don't speak English, or barely at all. 1 - b) Agents hang up on you intentionally. 1 - c) Rude and / or laugh at you over the phone. 1 - d) Placing you on hold. 1 - e) Intentionally dragging out the phone conversation for 30, 40 minutes, or longer. Then ultimately hanging up on you and having no record of the call. 2) Say they have to call you back, and reach you no matter what time they call to "confirm" the changes or credits owed to you. 3) Even if you get any credit, it can't go back to your credit card (therefore stealing your money anyway - because they can overcharge all they want, but it stays under their control and ownership). 4) Delaying help. Pretending to help, but asking you to wait 1, 2 days. 3 days. "10 business days." 5) Falsely "escalating" to "Escalation Dept" and / or "Executive Team." 6) Refusing to cancel service. I met a Sprint store manager who admitted to me that this is a very common problem and that he sees this scenario on a daily basis. I WOULD LIKE TO FIND A LAWYER / LAWYERS WHO WILL SUE SPRINT FOR FRAUD, DECEPTION, AND ALL OTHER LAWS BROKEN TO STEAL OUR MONEY, TIME, EFFORT, AND FOR OUR FRUSTRATION.
Posted by Denise Ross
I was deceived with the unlimited data and the cutting my bill in half. Which now my bill is higher with less data.
Posted by Kim
I had the same thing happen, I signed on with them the end of 2016 and it went into effect January of 2017. Plan was supposed to be for 2 years (family of 5) unlimited everything, one year later the jacked the price up. I went to my current Sprint store, they gave me a number to call and they said they would honor the original amount that I was given and now I have to call and fight with them every month which is very exhausting. I truly hope they get sued for what they are doing to the public.
Posted by Lynn Moorhead
Is it too late to join this lawsuit... so frustrated with their "Confusion Pricing" and deceptive monthly billing practices.
I have an MBA and still struggle to make sense of the damn cell bill on a monthly basis.
Posted by Nick
I was a Sprint customer for 28 years, since 1992 when they were Sprint Spectrum. Like many others, we suffered through the bad wireless service. However, I stayed with Sprint because of their empty promises along the way. I finally left Sprint after their last deceptive sales pitch to keep me as a customer (5 lines on a family account). The Deception: in late 2016 when the wireless wars were on, T-Mobile had a great unlimited deal that was too good to pass. However, Sprint promised a rate that would beat TM's and emphatically said it would not be a promotional rate (i.e., having a sunset date). Well, guess what? Sprint's deception came through again and one year later, our rates were jacked up 150% and we missed out on the T-Mobile deal (costing hundreds annually). We spent $3,000 (in equip charges) to leave Sprint just to get away from the deceptive practices. Sprint as a company is deplorable. The only thing worse than their wireless service is their business practices of shaking customers down for money and will do / say anything to deceive. Deplorable.
Posted by Kristina Mellinger
Sprint lied to us as well.. great deal they offered so we switched, onky to find they could not provide us with any cell service from our home... not enough service to even call 911 if needed... i had told them i had a verizon booster previously, only way verizon even worked at home... they kept saying oh yes.. our booster will work... well after 3 months of fighting with them and them sending booster after booster and hrs spent on the phone (so many hrs on phone, I had a direct ppoint of contact anf i knew her kids names and ages by the end of the 3 months)... still no service.. My fiance stayed at home and was having medical issues and he could still mot even call 911 for help if he needed to..... so I finally sent everything back to Sprint... and told them i could not stay in their contract, because they failed to provide the service I was payimg them for... Well they still sent me to collections saying I still owed the them the early termination fee... I refused to pay that and for good reason... now it is on my credit report and even with 88 pages of documentation, it can not be removed..... NEVER will I go to Sprint Again!!!!! Their commercials lie saying that their service is just as good as verizon... LMAO.... nope.. its not...... so frustrated... I think I need to submit a bill to them for all the hrs I wasted away from my bisiness to deal with their lack of ability...
Posted by Tina
I was a sprint customer for 11 years only because the store people were nice. The phone service was the worst ever. I never understood how I was being charged for a phone that was so unreliable. But I was always reassured they were working on the technology and towers.
2 years ago my leased phone crashed, it took a month to have it fixed and returned. Then I had to wait 14 months before I could end the contract. We had a hurricane here in Florida so I was delayed due to a lack of power, food, gas and no mail services. When everything was back online I made 2 different store appointments because I couldn't get the return kit online, via Chat or from various people I discussed it with out UNLESS I wanted to upgrade and get a new phone.
After several conversations, an american woman agreed to send me the return kit. The stores refused to talk to me. And since my service is still on and accumulating charges for something I have demanded be shut off in person, via chat, over the phone, in writing and a lengthy negotiation with a supervisor.
Every person I talk to has a different story, they can't help or promise it will be done tomorrow. I have been fighting for 6 month. received 3 collection letters. thought it was resolved by the supervisor when I received several emails stating all fees were finally credited. And a month later I received a new bill! Same story, it is shut down and will be credited tomorrow. Now I'm waiting for another person to tell me Why this is not wrapped up. I'm seriously calling the FCC, an attorney, the Florida governor's office any any other consumer credit company in between.
Posted by Cassandra Fish
I am totally disgusted with Sprint! They have not honored the promotion for two of our phones that we upgraded to. The Essential phone that was advertised as practically indestructible by the company, (which they didn't sell cases or screen protectors for at the time), dropped once and is useless. Sprint will not replace, and is no longer selling them. (I loved the phone, BTW.) We have called and chatted with them more times than I care to admit. So much time wasted. I cannot believe the inefficient and unbelievable company that we seem to be stuck with. I went to a store and spoke with a manager who said she would email this group to see what she could do, and she was supposed to call me back in two days. She never did, so now I have to either go back to the store or pursue yet another call or chat with wasted time. I am so sick of Sprint. What can we do about this?????
Posted by Elizabeth Hamlett
I am also a victim of the Sprint I had the service turned on change from T-Mobile to Sprint and was told they would pay my T-Mobile bill off which they have not I received the buy one get one free phone they never sent the free phone when I called and asked about the free phone they sent it to me and have been charging me for the past year-and-a-half for free phone I can never get anyone to tell me anything straight I've asked him repeatedly and spoke with every supervisor possible to talk to can't understand half of them the way they talk and I get no results now my phone bill is up to $377 and an order for them not to shut it off so that I can change phones they're going to send this to collections they say I owe thousands of dollars for two phones one being free and continue to charge me for that works customer service so they're going to put a cat case action suit to find out what is going on I get no help with us it's ridiculous to be treated this way
Posted by Aaron Paolilli
First and foremost I want to state that I am an Uber Driver who has unlocked all my Momentum Rewards. One of the Rewards Participants is Sprint promising $100 Dollars for every Line that you switch from your current Carrier via Visa Gift Card. I set up the Business Account and Switched 2 Lines, and created 3 more supposedly free Lines. Two Months later I called Sprint Rewards to find out why I have not received my 2 $100 Visa Gift Cards. They went on to tell me that I was Disqualified from the Rewards because I had not Confirmed the Email that they sent me regarding the Rewards which I have no record of ever receiving in first place and that because I had Changed my Number after Setup due to an Uber Customer who I had given the Number was starting to Harass me. Now that I have decleared that I will not pay them another Dime until this is resolved they have shut my phones off but continue to charge me a Monthly Contract fee for a Contract that I do not have. I am month to Month. I do have a Lease on the Phones but they are charging me for an Active Service that is not Active. They have since sent my Bill to a Collection Agency further damaging my Credit Score. The Bill is now up to $500 from when it started at $200. Also I am being Charged $15 a Month for those 3 Supposedly free Lines.
Posted by Maria Duni
The worst company ever I had to deal with; terrible customer service. They have ruined my days since October 2017...I am still waiting to give me credit for the $700 they have overcharged me...I have called customer service, spending hours on the phone, talked to many supervisors, visit the store 6 times and no results even though everyone can see on the record that i was unfairly overcharged... every time they lied to me telling me they will fix it and give me credit but this never happened,
instead Sprint disconnected my phone.
I am very disappointed! Shame on them! I think soon this company will pay badly for how awful they treat most, if not all, customers.
I am not going to pay their unfair bill and i am thinking on suing them too, also filing a complain on BBB, and posting on social media to create awareness and maybe I can save the day of some good, and hard working people.
Posted by Amanda Y
I have been one of the many victims of Sprint for given false information about services recently in the last 2 months. Not only have they triple charged me but are not willing to work with the general public and everyday consumer after charging astronomical amounts.
I was told when I received my upgraded phone I was going to be receiving a "FREE TABLET" and was told that I could add on a $30 a month unlimited plan and I denied the services. The rep said that was fine and I could gift the tablet out or use it off line. I received the tablet powered it on and proceeded with the set up. Since I did not agree to the service plan I planned to use it on Wi-Fi only with no data.
A month later I received a bill for $237.25 including the activation fee and $30 plan that I refused. I called Sprint and was transferred 4 times and was told several times that there was nothing they could do. I was given a case number 88161 and someone would be in contact with me to get this resolved. Fast forward to today I spoke with a Sprint Rep threating legal action; filing with BBB and consumer affairs. He stated someone would be in contact with me from the corporate office in 24hrs.
Has there been any luck with class action suits against Sprint?
Posted by Harold
i have had sprint for over 20 years i like my iphone 6 now it is doing anything it wants to and they tell me there is no problem i think they are trying to make me get new phones,i set things on my phone and them they don't work or change it self
Posted by Alexander Kasse
Sprint has taken my moment for the past 3 months with zero shame. I have call records and times, I even have interaction number. Please help
Posted by La Sharon Allen
I switched to Sprint over 10 months ago from Verizon. Buy one get one free supposedly. I was told that I could upgrade in 12 months which I did. First the store put my new phone on a new number for the lease agreement charging me $10 per month for a line which I did not have. It took 10 months to get it removed and I have not been reimbursed for it. The buy one get one free is not free and this information is not in their written contract but an internal policy. When I upgraded my phone LG5 to an IPhone 7 plus, they took away discounts and made me pay full price for the second phone which was supposed to be free. I paid taxes on the phone and that is all that was required. I never left Sprint but I was penalized for upgrading my phone. I decided to leave Sprint after going back and forth with them and they admitted that this language is not in their contract. I paid off all three phones on the family plan because once I upgraded my bill went from $136 a month to $211 a month and I began to question. They told me there was nothing that they could do. This information isn't even provided by the store for upgrading and they leave that information out. I was told when I upgraded my phone bill would only increase by $10 per month. Not true. After deciding to pay off phones, they required me to pay the bill although they owe me money. A total of $127. $90 for the line I was being charged for and another credit for $37.17 for cancelling phone insurance. I had to call back and get the phones unlocked and they told me it would take 4-5 business days. This was on a Thursday. Because I do not trust what they say, I took phones into a nother service provider. The IPhone was unlocked but the other two devices were not. I called Sprint and one representative said that the order wasn't put in until 2/17 when the order was put in on 2/15/18. I hung up with her and called another one. They told me that the phones were unlocked and they assured me that they were and they were not. I took the phones in on Monday, 2/19/18 to Metro PCS and they were able to switch my service after an hour of getting approval from Sprint although the phones were unlocked. Sprint lies about their buy one get one free and they do not educate others about if they upgrade and what happens after that admittedly. All they do is apologize and state that although its not in the contract that I signed, it is an internal policy. My question is how are customers supposed to know about internal policies without informing the customers? The stores won't tell you because they expect to profit and receive a commission so I paid for a free phone full retail price of $576. It cost me $810 to leave Sprint. Sprint is fraudulently advertising plans, phones and services but the customer ends up paying a hell of a lot more than expected. I did suggest to them to put this information in their contract. In the contract it states there is no penalty for upgrading which is a lie because when I did, I was charged full retail for the free phone.
Posted by Santos
I am so glad to be rid of these jokers. 1% difference wow what a lie. Of course I am sure there is some fine print some where, claim was based in some remote place where all major carriers had limited access, because where I live you can not hardly use sprint. Also, the whole talking and using internet inability they should advertise that I wonder how many people would sign up if they knew you can not use both at the same time what a joke. These guys need to go or be taken over by one of the low budget carriers because they are not a major competitor and need to be called out on their deception. #HappinessIsGettingRidOfSprint
Posted by Hanna Yurkovetskaya
Had similar experience to the above referenced fact patten. Please contact me for additional details. Thanks!
Posted by Teri Aken
I’m not surprised to see so many customers having similar problems. I have an additional one to share & I have the Sprint online transcript to back up our whole conversation. Our 24 months were up, we had long decided to go back to Verizon. We had been misled and deceived about many of the plan benefits. That aside we live in Hilo Hawaii and we had more dropped calls and interference with Sprint , then we ever had while with Verizon, who our main complaint was all the misc. charges, that added up to the question , do we really need to be paying this much . Well we were more then ready to return after the NO service plan we had with Sprint. Two weeks ago , my husband paid the final Sprint bill, went to Verizon had them take everything off our iPhones, which we hadn’t realized, we would never own with Sprint except the buyout option of $175 for the iPhone 6 S, the one with the battery problem. My husband had kept his Galaxy when we left Verizon & the Sprint manager, led me to believe one of us had to turn in our Galaxy, in order to get the I phone deal . That was the first major scam, he saw 2 elderly, technically challenged seniors, coming ! While at Verizon taking care of this, my husband called Sprint to tell them we were cancelling, he needed to get our account number, we didn’t have it with us. Without exaggeration, they kept my husband on the phone for over 20 minutes and transferred him 3 times, each one trying to give hime the 3rd degree about why we were leaving and offering him more bogus benefits. When he stood firm and said, you don’t need to know why, just give me my account number, they claimed they couldn’t hear him, all the while we had an audience at Verizon , they were all laughing at the absurdity of Sprints Customer Service. With that my husband told Sprint, that is why I’m cancelling , you can’t hear & neither can your customers. We finished signing up and my husband mailed in the final bill. Two days later we returned to the Hilo Sprint office, mind you, it is a 60 mile round trip for us. We brought our Phones back in too return. We were told , they are not a corporate office, we would have call this number they gave us and request a kit to return the phones. We weren’t happy but they weren’t budging, so we came home and called right away , only to get told we would have to go back to the Hilo office to return the phones. That’s when I said absolutely not. I wanted a transcript of our whole conversation, because they were either going to send me the kit, at no additional service charges to us, or I would be mailing the phones to the Attorney Generals office, Sprint would not receive one additional penny from us. In the transcript it proves, they completely changed their tune, said we would receive the kit in 4 to 5 days, apologized several times. It’s been a week and a half, we received nothing except a new bill for $ 360.00 I’m done with Sprint, they will not get one dime from us, and I am contacting the Attorney General’s office tomorrow. I’m so glad to see people taking this action.
Posted by wendy case
I called sprint to see if i could buy extra data for my son's phone just for one month since he and I only had 2 GB of data to share and he was going out of town, but sprint told me i could not pay for extra data. however they told me they could put us in the unlimited freedom plan and also lower my monthly payment. I asked why and they said it was a promotion. I asked if there were any hidden fees or contracts and they told me no. i accepted their offer. When i received my next months bill they charged me a 25.00 surcharge. I called for the next three months trying to straighten this out but could not get anywhere with them. they keep changing the reason why i am being charged the 25.00 and will not take it off. Now i'm stuck paying 25.00 for the next 2 years. so unfair since i didn't even ask for the plan change.
Posted by Carol B
I have just been through the lying, deceptive leasing process with Sprint. I've been with them for many years. I signed up for the "lease" program for 24 months of $20.00 payments, then the phone would be mine. Apparently, THAT IS NOT THE CASE!! At first, I was told that even though I've had the phone for 36 months, I needed to pay an additional $200.00 for the phone to be paid for free and clear. The balance of paying of the phone was $18.26, but instead, they charged me $20.00 a month to just HAVE the phone. This is out and out FRAUD!
When I told the Supervisor that I would be reporting Sprint to the Better Business Bureau and that I was interested in creating a Class Action Lawsuit, the $200.00 just vanished. The Supervisor wanted assurances that I WOULD NOT contact the BBB. Good luck, Sprint.
Posted by Sabrina Miller
OMG. I CAN'T EVEN TELL U ALL THE THINGS THEY HAVE DONE!! WHOEVER IS THE ATTORNEY AGAINST THEM, THEY LITERALLY NEED TO CONTACT ME. I TOLD THE SPRINT CUSTOMER PERSON TO PULL A CALL. Lots of drama after that
Posted by ASK
I have been thinking of suing sprint for the past two years. Every time I upgrade, pay off device or add new line they screw up my bill and it takes 2-3 months and hours of phone calls, chats, visiting stores to get credit. I had it with them . I'm filing small claim this week and looking for others to join class action suit.
Posted by Jim
Purchased mine and my wife’s iphone 7 through the apple store under the government employee’s discount program. What was not mentioned, Sprint puts a surcharge on each phone of $15 per month for the new 2 year contract. Knowing this before I purchased these phones, I would not have upgraded. Now I’m bound to a 2 year contract.
Posted by Olivia Banke
I too would like to file a class action lawsuit against these deceitful liars! Nothing was EVER mentioned about a lease at all!. I NEVER would have signed up with them. The salesman went over the contract and explained everything he was getting me to sign off on. I trusted that what he was saying was true and I signed away. I NEVER thought they would deceitfully have me sign something they did not tell me about, meaning the lease. Who wants to read a long contract after spending over an hour talking to a salesman! I TRUSTED THEM! My signature was also forged, as the one on the contract does not match mine at all. I can't believe how DESPERATE Sprint is to have to stoop so low as to deceive people to sign up with them! I signed up when they were offering the 50% off your bill promo, along with a BOGO (buy one get one) phones. How does a BOGO turn into a LOGO (lease one, get one). I was shocked when I received an email telling me my lease was almost up and I would have to pay for a balloon payment for my BOGO phones. I filed a complaint with the BBB and also dealt with Vanessa Menafield and all she did was defend crooked Sprint! Of course she did, they will NEVER admit they were wrong! They just deceive people by NOT telling them they are signing up for a lease!
Posted by Nikki
I have the same issue as most of you listed here on this complaint. I was on a BOGO that recently changes to a LOGO, which I have never heard of. When I complained to the BBB the response from Angela at the Executive office was a load of crap. She is rude and unprofessional. I have never heard of a LOGO in my life. I tried to pay off one of my six lines because one was a line of my son's ex-girlfriend who wanted to move here services, which is totally understood given the awfulness of Sprint and it's associates with their lies and deception. I paid the phone off on 02/02/2018 and was told I would receive an email by Tuesday, 02/06/2018 telling me it was unlocked. So today I received an email that said the phone was not eligible for unlocking because it was not on my account, now that's a bunch of bull. I have six lines on my account and that number has been on my account since 2016. Sprint need to be sued for their lies and deception that is deliberate. I too was defrauded on the BOGO and cut your bill in half. The store representatives are deceiving just as the corporate level liars. They attempt to make the paying customer out of a liar and say I'm sorry but not realizing that does not fix the problem nor the deception. We need a class action lawsuit for such practices. I know it does not work by writing to the BBB, but its worth the information being put out there for others not be deceived. I suggest you tweet, write the BBB, go on Facebook, put a sign on your car stating not to use Sprint due to fraudulent and deceptive practices. I am writing to the FCC because they are stopping me from getting my phone paid off early and continually having to pay for services I do not want. I am also writing to the Attorney General's office with my complaint.
Posted by Rick Wads
My name is Richard Wadsworth and a soon-to-be former customer at Sprint. I want to register a formal complaint against your company as a whole and the Salem Sprint store located on Lancaster Dr. in particular.
My wife and I have spent 8 hours over the past 10 weeks trying to get our phones unlocked and have been unable to and the situation remains unresolved as of today, Thursday January 18, 2017.
My wife and two of our children signed a two-year lease agreement 2 ½ years ago. We were told by Tyler (don’t know last name) at the Lancaster store when we signed up that our contract was for 2 years and that all taxes, monthly bills, and lease payments would be included in one price and would be paid off by the end of our term. When we went in last June to finalize our contract and move to a different carrier (because additional charges were being added to our bill), we were told that even though the 2-year contract was up we still had to pay off the remaining balance of the phones. We were furious because we were led to believe that EVERYTHING would be done & paid in full by the end of the lease.
When confronted about this Tyler apologized and said that policy & payment changes had occurred in the previous months and that he didn’t understand them himself. We contacted customer service and were told that indeed we still had to pay for the phones. We were upset because it was completely different from what we were told when we signed up. After arguing with the rep for nearly 40 minutes she said, “well you didn’t read the fine print on your contract”.
A week went by and we went to the store to seek resolution and were turned away. By this time my daughter got married and switched plans with her husband which left 3 phones to be paid off. We were told that everything would be paid off by the end of November. When we went in before the Thanksgiving break we were told that something had happened—that there were pending charges on my phone—and that the phones would not be unlocked until they were paid.
By this time a new manager was at the store (Kyle Bannow) and he said he would look into it and see what he could do. Thanksgiving came and went and it was the second week of December and things were still not resolved. Kyle admitted to us and Tyler (who was helping us again that day) that things had changed in the previous months and that Tyler had been wrong in explaining the initial contract 2 years earlier. He also said that the meaning & language of the contract and sales presentation had been unclear and not properly explained.
He gave us the number for the International customer service department. We spent nearly an hour on the phone being questioned and transferred from one department to another. Each rep asking us the same questions and then switching us to someone else. Finally we were told that a case file had been established and to contact the Salem store within 24-72 hours and the problem would be done.
We called and went in 3 days later only to go through the same circular discussion we had gone through multiple times. FIVE VISITS TO THE STORE FROM DEC.10 TO JANUARY 17 produced nothing. Each time we would go in Kyle assured us that things would be rectified—that he was sorry and would call us (or return our calls) and see this through to completion. He never did. We had to keep calling him and leaving messages that went unreturned.
Since November we have spent at least 8 hours standing in line, waiting to talk with Kyle, or waiting on a phone with some customer service rep who gave us different information from what the store was telling us. It was becoming comical because no one knew what the other person was doing or saying.
Finally last week (visit number 7) I went into the store and told Kyle I would NOT leave the store until the problem was fixed and we were done. He told us that he was limited in what he could do and to call the International number again. I explained that doing so had not worked and for him to call and we would have a conference call and hash things out. He called them and was given the run-around like me. He was on the phone for over 45 minutes and finally hung up in frustration saying it was pointless to keep waiting. He now saw firsthand what I had been telling him since Thanksgiving.
He said the only solution he could see was for us to pay the $280 payoff amount and he would issue a credit for the same amount that would be applied to our monthly bill and thus cancel out our payment. He told us that he had to escalate his request and that it would likely be denied the first time as because that was standard procedure but would likely be accepted the second time. How ludicrous is THAT policy!!!
He said it was too late to do anything about it that night but would pursue it the next day and get back to us. My wife and I were outraged that it was still not resolved. I reminded him that virtually any restaurant or business in town would be apologizing profusely and asking what they could do to make things right in the form of remuneration. I had spent eight hours of my time trying to get YOUR company to do their job! My time is worth something and I fully expect some type of compensation from Sprint. I work for $48 per hour in my job (times 8 hours) and expect that repayment.
My wife and I spent another hour in the store last Saturday and Kyle PROMISED he would have his assistant manager, Crystal, contact us first thing Monday morning (even though it was a holiday) and let us know the status. Monday came and went and no call. We called and left messages but no response.
Yesterday we went in AGAIN and talked with Crystal for over an hour. I asked if she had received any instructions or communications from Kyle about our situation and she said ‘no.’ Kyle had unequivocally promised an answer Monday but did not follow through.
We spent ANOTHER hour hashing & rehashing our situation with her. She was kind & courteous and offered to contact customer service herself to see what she could do. She was put on hold multiple times while we waited. By 6 pm we had other commitments and could not wait. We left the store with her waiting on hold. She said she would call as soon as she found out anything. She called 30 minutes later and said she now had to escalate things—that a new case file had to be created—and that only my son’s phone had been unlocked by that point. She also said she would contact me first thing this morning with an answer. She did call at noon and said it would be at least another 24-48 hours as part of the escalation process.
I just shake my head at this point. We can’t port our numbers to another carrier until this issue is resolved. I am determined NOT to pay another dime to Sprint under any circumstance because of what has happened and how we have been treated. Here’s what is going to happen-- the monthly bill will come due—we won’t pay—our account will be declared overdue and penalties imposed. Until then, we are stuck and not able to go our way. Your stupid company is holding us hostage because no one knows what is going on.
I am to the point that I will seek legal action if things are not IMMEDIATELY resolved. This has become worse than a circus and a source of tremendous stress for us emotionally and physically standing in line. THERE MUST BE RESOLUTION AND COMPENSATION OR I WILL PURSUE THIS UP THE CHAIN TO THE CEO AND BOARD OF DIRECTORS IF NECESSARY ALONG WITH THE BBB AND OTHER ORGANIZATIONS I CAN ENLIST. A LOT OF PEOPLE ARE GOING TO HEAR ABOUT THIS AND I WILL ENGAGE EVERY MEANS OF COMMUNICATION (PHONE, EMAIL, SOCIAL MEDIA, ETC.) UNTIL MY MESSAGE IS HEARD AND WE ARE TAKEN CARE OF. IF NOT, YOUR NAME WILL AND CONTACT INFORMATION BE INCLUDED IN THIS LETTER AS PART OF THE PROBLEM.
This is ridiculous AND scandalous and I demand immediate intervention. I have wasted yet another 1 ½ hours writing this letter tonight (which puts me at 9.5 hours dealing with Sprint’s mess).
No company should EVER subject its customers to this type of incompetence and unreliability. If so, they deserve to go out of business and they should. The market will not tolerate such idiocy.
*As of today, January 27, 2018 nothing has been resolved. One of Sprints executives called me today said he would look into but would need at least another 2-3 days for resolution.
Posted by Cristina
I agree with so many of these comments!!! Where is the lawsuit against being constantly lied to? Having information omitted or misrepresented?!?
Posted by Keith sexton
I too got lured and lie to by sprint to switch, then you can never talk to the agent that signed you up, he promised to pay off our line, also the switch to cut my bill in half with the free phone when you buy one. Never happens, never paid a dime towards my bill at the other carrier. Bill went up more than what I was paying before and they said it was because one of the iPhones was red and it didn’t get the discount? Then why didn’t they say that? Switch from a personal account with Verizon with better service to sprint business and my bill got more expensive? Now my employees can’t get signal to run our GPS system on our phones to go places that we do business as it never loads, horrible! They are actually costing me additional money, labor, gas in my service vehicles when my employee gets lost in the service trucks. We have noticed an increase in fuel expense and a down fall in phone service. I have called 50 times to supervision’s that never call you back. Stuck with worst service, more expensive bill, ( not cut in half), and 2700 bill from my other carrier that I had to pay because they never paid a dime, I am in on the lawsuit, horrible company and the government needs to step in on these companies that advertise and bait and switch. Also regulating there unlimited data that just loops and never loads but kills the battery. If I ran my business like sprint I would be out of business and that is what needs to happen to sprint! Boycott! Horrible!
Posted by Becky
When we were tricked and deceived into switching, my granddaughter and I both had IPhone 6s phones through AT&T. Sprint told us we would have to send them our phones and they would give us their phones, but we had to turn our phones in. we got our new phones, same as our old ones. My daughter wanted the 6splus and they sent the regular 6s. they told us to go exchange it at a Sprint store. We went to our local store and were told they couldn't exchange it. we would have to go to a corporate store. They told us the nearest one was 60 miles away .So I call Sprint & they said, yes, they will exchange it. So we drive the 60 miles & are told they wouldn't exchange it. We have to go to another corporate store, this one would have been just 10 miles from the first store. we drive back the 60 miles, and no the store wouldn't exchange it. I call again and they tell us to go back to the store that's 60 miles away, again!!! So, I drive back and told them I was calling as soon as I get there. I walk in, on the phone with Sprint, on speaker phone and the clerk behind the counter tells us he won't exchange it. even after the Sprint phone guy told him to. They tell us to send back her phone & they will send her one in 3 days. I refused to do it because she would be without a phone for all that time. So they agreed to send it right away. So I spent my whole day & a tank of gas chasing around after a screw up by them. Then I never got anything for my perfectly good AT&T phones that I returned. And to add insult to injury, I owe $1500.00 plus to AT&T for the phones and breaking my contract. I tried to get out of this Sprint fiasco and couldn't. I feel so betrayed. I beyond angry.
Posted by Kenneth VanTyne
Sprint keeps sending us bills several months after we left them and they don’t have a legit reason for charging us as everyone of their representatives we talk to has a different reason for that one bill
Posted by Diane
I too was deceived!! I'm so sick of Sprint at one point they cared that you were a loyal customer now they are sjust trying to get money from people because they know people need their cell phones! I pay over $200 a month for just using one cell phone!!!! Why? because the sales person said I needed the speakers, upgraded speed, a "free" tablet that is thrown a long in a package in order to get the best deal! 2 years later the phones I was paying month to month and paid off aren't mine.. I was actually leasing it the whole time and have to return them if I don't want Sprint anymore! what kind of deal is that!! I was never told that! For the free tablet that comes with the package well they added another line for it because its part of the deal. What the hell! Schemers! They didn't tell me about a new line having to open up and now 2 years later they tell me it's cheaper to pay the $10 a month line because I'm in contract with them which I had no clue that I was! (BTW I HAVE NEVER EVEN USED THE TABLET, JUST CAME WITH THE "PACKAGE" LIKE THEY MADE ME BELIEVE WAS A STEAL)
Posted by Dorothy Lewis
All the fraudulent accusations against Sprint are true ! They promised coverage at only 1% less then Verizon, said my bill would be 50% less after 1st month, the coverage is terrible, my bill is $4 more a month then I had with Verizon, and if you don't install the almost daily updates, your phone crashes. The updates instantly take you over your data instantly, and you incite more charges. Someone has to stop this predatory practices ! I'm almost 70 yrs old and the stress they are causing me almost daily could start effecting my health. Someone help us, please
Posted by Pamela Miller
I have been with sprint for 15 years.
They promise discounts that never come in due 450 in bill credits that is 11 months still waiting. & another $400 credit they issued for new s8 phones & now are charging me for. It is one lie after another. U call in they can't fix or they say they see the problem & you get transferred to 6-10 people telling each one why your calling & still don't get taken care of you go to the store & they start with lies & trying to get you talked into other things then all if a sudden your plan changes & you never authorized so you gotta fight to get that fixed. It's one deceptive lie after another & no one fessed up to anything they do wrong
Posted by mary
where is a class action law suit for all their deceptive and illegal billing?
Posted by Terri
I am so tired of being lied to. I have been a Sprint customer for over 12 years. Evenness you walk in the store you are lied to and talked into something. I was talked into getting the family plan with unlimited data and 4 lines for $110 a month. My bill is actually $349.74 a month. Whenever I call the representative just reads my bill back to me. I explain that I can read a bill but want to know why I am being charged all the fees and then they start reading the statement again. I can never speak with a Supervisor! I go into the see and told I need to speak with the salesman who sold me the phones. Of course he is not there and the manager will not help. After being on the phone for an hour with no solution only frustration I wake up to my phone being disconnected even though I set up automated payments. This morning I called and was told they did not see my conversation. Ugh so mad
Posted by KB
20 years I have been with Sprint, never had any other service. The last year and a half something has changed, there are:continued lies, broken promises, deceptive trade practices, months and months of ongoing incorrect billing without resolve, claim number after claim number, you will get bounced around from agent to agent and so called supervisors. Normal call will result in a no less than 2 hour call I have stayed on the line as many as 10 hours, most calls 4-6 hours. KEEP ALL YOUR CHAT RECORDS! May 2017 I went into what I told was a corporate store in MO while on travel because of the ongoing mentioned above. I purchased another phone from another carrier, went into this Sprint location ready to drop service.The representative talked me out of it offering me the BOGO with first line $100 unlimited everything, $50 for the next (same ulm) and all the other lines free. The Galaxy S8 just came out, that's what she offered me, plus she supposedly resolved my years worth of issues. Now I have 7 months of double billing, my bill has gone from $200 a month to $300 to $600 and this last one $1005.00. I called it quits with last bill as they wanted $600 to keep one phone on and one seasonal hold owing the difference of $1,005.00. My two other phones I had already paid off and disconnected lines (still getting billed for them) I went into my local Sprint corporate store Fort Worth TX, a very nice young lady and I've got to say best representative I have encountered thus far with Sprint, tried her best to help me (4 hours) At least she did exactly what I had done, got switched and lied to by every agent she spoke with and as a last result started a new claim again for me. I had my chat transcript's with me and countless emails (I took lap top in store) Now here I sit, my business line again shut off, had to purchase another phone from another carrier and in same exact mess I was in for a entire year prior.19 months of ongoing incorrect billing, intentional lies, no calls returned by SUPERVISORS as promised on date and time scheduled by SPRINT to resolve. I have suffered greatly not once but twice now with my business as a result of this. I'll join any class action lawsuit I can to resolve or start my own. I've given this young lady (manager) one last shot for SPRINT to do what is right. If not resolved by this time next week, I'll take those steps.
Posted by Tracy Gearheart
Lie continually, deceptive sales practices
Posted by Claudia Johnson
Multiple documented broken promises on our 15+ year service and service interruptions because we refuse to pay for returned device fees they incorrectly charged. Their mistake is on record, yet I lost business partners because of their mishandling. Escalation team set up back-to-back payment arrangements to keep service going while THEY investigated error. Now I'm being treated like I requested multiple payment arrangements and don't want to pay my bill. Is anyone representing customers that have suffered damages due to Sprint broken promises, billing errors, mismanagement and extortion?
Posted by Ru2bsi
Status: We've been with Sprint since 1996 - but due to the way their contracts show, we've been with them since 2008 - Which is not an excuse to abuse your base; with international customer service teams - which is another reason why they make very hard to talk to anyone; CHAT is the only option unless someone actually gives you a number to call.
SPRINT BILLING MISTAKE - CUSTOMER HOURS: 20 HOURS TIME, Ran thru 1 CHATBOX REP, 4 STORE REPS, 14 Sprint Retention Reps, 4 FINANCE Reps, 1 INTERNATIONAL Rep, 1 SOLUTIONS SUPERVISOR to fix THEIR BAIT & SWITCH mistake.
And its still not really fixed or no reasonable remedy considering they were going to continue to EXTORT Cash to turn on services, we've just got to wait out our contract, now that we've gotten them to finally credit their mistake (to think they were going to charge us LATE FEES too) and RUN FAST for another VENDOR!
The Rub is this, Sprint started doing this thing where they'd swap contracted lines and devices, and never really tell you what they're doing or distract you from the fact that, in order for this to happen another thing must happen like an new line.
Our case goes back to the Galaxy Note 7 RECALL (All we were going to be charged was the Device Costs, our phone lines were not new) - we got the NOTE 7 and was told for the amount we could get a Iphone for lease (which we got a new line for). It didn't bump up our bill too much; so we decided an extra phone wouldn't hurt.
Now fast forward to device recall of the Note 7, we decided since we had the 'extra' iPhone, we didn't need an extra phone (but moved the other number to that device) and moved the extra line to the iPhone - to just take the Note 7 back. and we'd have one device less; but since it was part of a service contract and recall was to replace the device, only remedy was to exchange the device for another - we decided to get the Galaxy 7.
So a year goes by, inventory shows Iphone (Lease), 2 Galaxy 7's (Purchase) & Ipad (Lease) - Not a problem whatsoever.
This year, the Iphone lease term ended and we return the device to the store, sprint never contacted us to return it; so we did it on our own, after noticing our bill showed a FEE to purchase the device. We terminated the lease & line (since its now not needed). They were to 'credit' the fee that was erroneously shown on the bill.
Then our bill goes up to $879 or $1100 depending on who you talk to or where you get the information - then we chat with them online and that's when its revealed that they had swapped contracts with devices, and when we pressed for details, they said - what we did doesn't matter the numbers are ringing to the right device - they assigned the iphone contract to g7 and then terminated the g7 contract.
And that's when the EXTORTION Started. When asked specifically what we were paying for, they said the remaining purchase price of the Galaxy 7, but when we pulled up our account we noted that the purchase was on the Iphone and that was swapped with the purchase of the Galaxy 7 - in essence they had swapped lines, service contracts and never updated anything when we returned the device. In fact, they didn't even show the return. but could clearly see when the phone number was deactivated.
Refusing to be EXTORTED $400 to turn on our device, we had them reset our account while they figured out what had gone wrong. And while we worked with Store next.
Service is cut off again. Went to store, found the rep who we returned the phone to and he vouched that we had returned the phone and they shared they see the device was returned, but since x # of days have passed they couldn't do anything. We had to now call Sprint Retention and have them fix it. They again reset our phone service.
4 days go by, and again phone service is cut off. This time I spend an amazing 2 hours on the phone with several case numbers - them stating for all the trouble I've been thru, each person should have given me case# to track my progress. Another stalling or EXTORTION tactic. They send me to International, then to finance then back to customer retention - back and forth no one any better than the next. In the end we finally agree to pay $273 - they agree to credit our account $406 (their internal mistake) and balance due is less than $200 and would not need to be paid immediately. Back Office team would be contacting us to confirm the changes.
Instead we receive an invoice confirming a $600 payment agreement that we never agreed to; which we ignored because it was not a confirmation from the 'back office team' and last night they again shut off our service, this time to state that we now owe them $400 - Another EXTORTION ATTEMPT on their mistake.
We call again, its the same speech, you must pay us $400 to have your services turned back on. We again state, NO you made the mistake, you must fix it. They say NO, you pay us or your services will not be turned on. We asked who made the agreement to the $600 payment arrangement. Show us proof it was one of us. That's when we were promptly sent up to the 'SOLUTIONS SUPERVISOR" = who was no better.
She apparently finds the mistake in the system and yet again makes no apologies, and wants to set up payment arrangements to again EXTORT and doesn't make it right that we had to fix their mistake; to turn on our services yet again.
If that is not a clear EXTORTION attempt on their mistake to begin with; I don't know what is.
After more back and forth, we finally come up with a solution that is equitable; but not for the time and effort for us to show them their mistake and them trying to EXTORT more than we owe.
Posted by Debbie Rhodes
Sprint is the worst company we have ever dealt with! My husband spent about 40 hours (no exaggeration) on the phone with them and made 9 trips to the Sprint Store, just trying to upgrade my phone. They said my Iphone 6 S Plus that we made payments to them for and finally paid off was not theirs, They said the IMEI number was not in their system, that the phone was stolen, lost, and on and on. They dropped many calls and of course, you can never get the same person twice on the phone. My husband talked to person after person, after person, having to retell what was going on over and over and over. My husband has the patience of Job, no doubt. I would have never done this! This is inexcusable of Sprint. Shame on you Sprint!
Posted by Suzie Wirths
I went into a contract for a free samsung - they set me up with their cheapest one and stated i would pay the $7 dollar a month rental plus usage fees $56 for only 2 months - after that the rental fee would be dropped for the remainder of the contract. Well after 2 months that did not happen and the excuse from 2/2017 to date is the salesman provided false info and i would have toi deal with it. I appalled with the criminal tactics they use to get people in -- something should be done tpo protect the consumers.
Posted by Carmen Torquato IV
Sprint has done the exact same thing to me. They are not honoring a free phone agreement when I signed up for Sprint and have not paid for my cross over to Sprint from Verizon which apoarently is now in collections. Is there a class action suit in effect right now?
Posted by Al combs
Sprint lied and defrauded me by stating I had a credit of $180.00 and sold me approximately $180.00 worth of Sprint products and then added the cost to my bill. I have been with sprint since 2005. Each time the contract is up one of the lying associates did something like this.
Posted by Victoria
My phone finally died after quite a long time, and I have to go into Sprint today to get my upgrade. I'm bringing a binder of my state's consumer protection laws and audio recording the entire interaction. They've straight up lied to me and my family far too many times; we've complained to them many times, but because we never had proof, nothing could really be done.
We've been with them since 2005, so we've been grandfathered into the unlimited freedom plan for only 120/month (for three phones), which is the only reason we're not switching.
Posted by J Rumrill
The Sprint salesperson sold us n the premise that Sprint would payoff the other carrier through "backdoors, " this was never the case. The gift cards were promised as a "gift for switching," and not for the amount promised. When I called the number on the cards I was told they would only pay a certain amount and did not include taxes and fees. Our bill was never corrected and I paid over $300 a month for SEVERAL months. When I would call customer service I was always told the billing issue would be sent to the "escalation department," it was never resolved. Going back to the original store for point of purchase the store manager told me the sales rep no longer works their for the reasons I had and with other customers. Sprint made an offer to help alleviate the final bill, I denied as they owe so much more!
Posted by Kristopher D Duval
Where do I begin? My first problem started last year when my Samsung phone screen went blank. I called sprint and they advised me to take it to a corporate store. I took it to the store and was told they could repair it. I picked the phone up and noticed that the screen was not seated in the phone. When I brought that to their attention I was told I would have to file an insurance claim by the employees at the store to get a replacement phone. I called sprint and was told the same thing. After some research I found out I should have sent the phone back to samsung but since I took it to sprint like I was told by them they voided the warranty by trying to repair it. After hoing back and forth with them for 2 days i was told I qualified for another line so instead of being out of a phone any longer I opted to add the line I received the phone for the new line and then 2 days later a replacement phone for the one they voided the warranty on. Even though they said they would not replace it in the first place so I ended up with 2 phones and a larger bill. I feel like they used a tactic to add a line. In July of this year I upgraded a phone and was told I qualified for a free tablet. I was hesitant about believing that and asked was it truly free. I was assured that it was and no significant change would happen on my bill. My bill for August was normal then my bill for September was 100 dollars higher than normal. I called and a rep told me that I was being charged for something that I was not suppose to. And that they would adjust my bill but it never happened. I have tried to get an explanation of why my bill was so high but all that happen was I'm transferred to one person to the next. I will have given them 600 dollars in 2 months for 2 phones and a tablet that was suppose to be free. They lie and deceive to take as much money as they can from people and it NEEDS TO STOP!!!!!!!!
Posted by olivior pugh
asurion charged me 745.00 to my sprint account. They seen it was by mistake in which they proceeded to refund but this was in march. The 745.00 took until August 2, 2017 to post to my sprint account. Causing my cell services to be disconnected about 4 to 5 times. Being this 745.00 was posted on my Sprint bill it also caused my bill to always reflect the 745.00 on top of my regular charges of 356.00. And when the 745.00 was not paid it would roll over onto the bill for the next month. Always showing as a late payment or a partial payment. On top of late fees and reconnection fees which were not fault of mine they were due to the 745.00 in which i wasn't responsible for. So now i have tons of late fees and reconnections fees that i was told would be waived.
Posted by Joseph Moore
June 30, 2016 I entered a Corporate store to purchase a Samsung Galaxy s7. The agent suggested "Galaxy Forever" with a lease for 12 months then I would be eligible for the s8. When I came in for the s8 I was told that I had signed the lease for 24 months. When we viewed the lease the signature was forged on all pages. I want out of the lease without penalty, and two payments refunded.
Posted by Elaine I McMullen
I'd cancelled my service with SPRINT, going to ATT. Subsequently 2 months later, Their corporate office had knowledge of the outsourced shady practices and waived the remaining balances. I went to the SPRINT store and was provided my bill depicting zero balances. I received an alert over 235.00 had been taking from my debit account. We'd began a diatribe as to why they'd stolen my money without authorization, consent and on an account that had a zero balance. I'd even read to them the email sent by corporate SPRINT in Executive office that my account was zero balance, and their empathic apologies. I'd had long conversations with this liaison in their corporate office as a sales person had charged over 1100.00 to my account a year ago in which they had to intervene. SPRINT's outsourced customer service after numerous arguments thereafter stated they'd reversed the 235.00 back into my account. I've given them 72 hours to refund my money;thusly I'm enlisting this legal option as a punitive measure to ensure future customers will not have to undergo this ordeal.
Shame on SPRINT, and this is the catalyst of outsourcing. I'm in on the class action lawsuit.
Posted by Jose Gonzalez
I also switched from AT&T to sprint to join the cut the bill in half promotion. Surprisingly, they did deliver on slashing my bill in half.
However, i purchased protection plan for my note 5. The same day i bought it, i broke the screen (slipped while installing case and screen protector). I was charged $200 dollars to fix my phone which i dont think I should have paid, what am I paying protection plan money for?
The service is extremely horrible, i show 2 - 3 bars of 4g LTE but i cannot load a page when i am in my neighborhood. I never had this problem with AT&T and to make it worse, my calls are constantly dropping, my son's phone is practically unusable other than for text and games because when he calls, his voice sounds so digitized that you can't understand him. I am afraid to call because their customer /technical support always end up with them trying to sell me some upgrade to the service. I just want to be done with this account and GTFO. It was the biggest mistake i have made in concerns with mobile phone service. I will also be looking closer to my billing statements now that I see people were being charged extra and stiff, i will update this post if i do find anything wrong.
Posted by Madge Clarke
On July 4th I changed my plan to the Unlimited Freedom plan because i was told by Sprint that I could get two phones for $100 which includes, unlimited talk, text and data. This plan also includes 10 GB of mobile hot for each phone. On July 29th I tried to sign into my hotspot and could not get in. I called Sprint on August 2nd about this issue and also tried to talk to them about my bill because they are charging me $110. for the two phones instead of the $100 they promised to charge. The representative told me that unless I have autopay, I will be charged the extra $10. monthly. I told her that when I signed up for this plan, they did not inform of that. I told her that I am not going to pay that amount because that is not the amount that they quoted to me. She also told me that my hotspot should be working and basically hinted that i did not know how to use it. I told her that we signed into my daughter's hotspot and that her's worked perfectly fine. The representative told me she was going to transfer me to someone who could help. I was left on hold until the phone gave me a message that stated they were closed and the phone hung up.
Another issue that I have with Sprint is that for approximately one year, I have not been able to text to any short codes. I have called on numerous occasions and have taken my phone to their service location and they don"t seem to know how to fix the problem. In this same conversation, the representative said she did not see where I had taken the phone to a repair center. I told her that I have done so several times.
Posted by Adam Anderson
Sprint is apparently a bunch of liars I've been with them less than a month and very unhappy with them. 1st off nobody told us we would have to pay a month ahead So we are paying for service we haven't even used yet. And they lied to us At the store I ask no Less than 4 times if where I'm happy with the service are we able to cancel without any means the answer was absolutely. Now we find out they also lied about the price we were supposed to have a deal that was $90 for 5 phones now we find out that's only if you sign up for automatic payment which there was no mention of when we signed up. This company is nothing but a bunch of crooks and liars man do I regret switching companies contacted a Consumer advocates hope they're able to help otherwise we're just stuck. And as far as or customer-service goes there is none of that at all just very rude people who aren't willing to help.
Posted by M. Ruth Reyes
Sales person at Av mall told me I was going to own my phone at the end of the lease, that in order to get my phones I had to sign up for the expensive insurance coverage. That the coverage was very decent. It was all a bunch of lies at the end of the term they keep my phone I don't get my down payment for the phones back I get to pay taxes for a phone that is not going to be mine and the service is super bad dropped calls all the time someone hacked and stole my credit card information and the expencive/protection total protect team had no idea what to do.
Posted by Patrick
Called to cancel on the 5th of July 2017 , and was told last day of service would be July 7th 2017. Knew that a couple of lines were still under contract until September 2017, but was willing to pay the $100.00 per line to leave early and unlock those phones (iPhone 5s's).
Have been waiting for the final bill to pay off Sprint and wash my hands of them. Saw bill today and checked the detailed breakdown. NO Early Termination Fees added, just service charges like nothing happened at all on July 5th. Called and yes confirmed that as far as Sprint was.concerned we still were customers. They said they could put in for service to end on August 7th and that was all they could do. The hell I am paying for another month!
Posted by Jennifer lucidi
I have been dealing with sprint and their horrid customer service they have stolen money from me for the last time
Posted by Jake Hilts
We made the mistake of singing up with Sprint in 2015. They said they would pay our early termination fees form our previous carrier if we sign up with them. Well they didn't. I hate Sprint! Sprints customer service is a joke and their cell service is the ass of the joke. We were on roam at home. They also stole my phones. I turned them in at a corporate Sprint store and they said I never did and they billed me for them. We had them do an investigation on that and they said they didn't have any good camera angle of me returning them. Thats ridiculous, they have like 20 cameras in one little store. Even though we canceled our service they decided to bill us for a tablet that they gave to us for free.
Posted by Laraine Bonds
Sprint has been charging me for tax and 911 in 2 different counties as well as other billing issues.
Posted by Jason
I was with sprint for 5+ years never really had any issues they didn't promptly correct. I believe Feb or March this year I changed my plan to the "Unlimited Freedom Plan" and upgraded my phone. I think the first month was ok, but on the first day of month 2 they shut off my data claiming I exceeded the 100mb of allotted "roaming" data for the month and the my data would be restored at the start of my next billing cycle. Sprint advertised and reiterated to me when I called, I think April 1 or 2nd, that "roaming was included in my "unlimited" plan anyway." So this began a several month issue where I had to contact sprint many times through several platforms to attempt to resolve the issue. The first time I called I was told not to worry, roaming was included, and that my data suspension should be correct within a few days and until it was, I would receive a daily credit to compensate for the matter. The rep said an antenna was having some issues and should be fixed by the end of that week. This supposedly was the reason my phone caused the "roaming issue." I was told sprint would call me back in a few days to make sure everything was working correctly. I did not hear back from them, I called roughly 5-8 days later. Again the rep more or less said I should have service in the area I was in and that "roaming was included in my unlimited plan," however went on to explain that although that was included it was somehow limited to 100mb!?! This made no sense to me so I started getting really frustrated at this point. Eventually the next billing period started. Morning of day 2, data suspended for exceeding 100mb roaming. Also during these phone calls with sprint they try to argue that the data suspension only applied to areas where I was "roaming" and in "normal sprint service areas" my data would work. Between where I live, where I go to get groceries and where I go to school, I drive a span of 120-150 miles easy. So for school I pass through at least 4 rather large cities including Tulsa. My data related services did not work anywhere, only when connected to wifi, which wouldn't be sprint. Anyway, instead of legitimately attempting to solve my problem, they said they "escalated" my issue and that it would take 24-72 hours for them to call back. No call again. I call sprint again. Now they tell me they are trying to figure out why the data is suspended, not once just removing the suspension to begin with. So they whole time, no data services on my phone. So this last Monday, I think June 19th I finally gave up and called to cancel my service. I think I was patient enough. 4 months of no resolutions I should have the right to walk away. During my very first call I was offered some way to trade the phone that was only a month old, for another phone but was going to have to pay some deposit. I refused because not only could I not afford the deposit, I thought that was ridiculous. Each interaction I have with sprint the had me do all the typical trouble shooting stuff but none of that obviously was working. So when I called to cancel on Monday they said I'll get an email telling me what steps to take to return the phone and that I would not be charged for ending the service agreement. I didn't get any email or hear from sprint. So again I call them, which is now Wednesday, the 21 of June. The lady I talked to was very polite and attempted to help me however she could offering to replace my phone through it's warranty! with no charge to me, but after months I didn't want to start over with another phone. I strongly did not believe the phone was the problem and did not want to want another billing cycle after going through the hassle of exchanging the phone, to see if they suspend my service again, all while not having the service restored again for the month of June.so basically wait out June with no data, then see if I'll have no data again for the month of July! So this is why I declined the offer to exchange my phone. Plus at this point it was 3 solid months on frustration and no help so I was done with sprint. During this entire time I was paying my bill and in full. I was not given the "daily credit" I had mentioned that was offered in the first call. I was given one $5 credit for the April-May billing period. Also, it seems that since I'd often pay my bill early, I was not receiving the $5 off credit for auto pay although I was enrolled in it. Back to the Wednesday day call, I requested sprint credit me for what I was charged for the data plan since I only was given a less than 48 hours each billing cycle for the service. I was paying for the month when i paid for the service not 24-48 hours. She didn't have the authority to do that stuff so I asked for a manager. She transferred me. The manager began to tell me that not only would I not get any refund but I was going to be charged for canceling my service. I argued I was already told that was not the case and continued to argue that after months of problems, I had given sprint an appropriate amount of time to resolve me issue and that I needed to cancel. He tried offering me a $25 credit and to exchange my phone under its warranty while stating I would be responsible for the phone and if I cancel, the service cancellation charges associated with doing so. I, for the previously mentioned reasons, stuck with my decision to cancel, and reiterated I would not be paying sprint anything to cancel. I was told I would be contacted by sprint. Then today, June 24th, I get an email starting I can either return my phone and pay sprint nearly $600 for the lease agreement, or can pay them $198 to keep it. Well today is also my birthday and guess whose mother bought them a phone for the occasion... anyway I started a chat with sprint today to try to resolve the issue again by returning the device. The chat ended with sprint telling me they intend to charge me for ending my service agreement and the price of the phone, so now we are talking charges north of $1000. Not sure i mentioned it but the account is one device and one line only. I would argue that sprints data advertising and language in their agreement is also incredibly similar to the mentioned case. I think the advertising is misleading to the consumer. Also their sales staff clearly does not understand the difference between the unlimited plan including roaming and sprint only allotting 100mb a month of "roaming" and that this is not "unlimited." I actually chatted with sprint and asked the questions spedicially and said will my data be suspended for roaming if I have this "unlimited freedom plan." I was told "no, roaming is included... but it clearly isn't. What they actually mean is that roaming is available, not included. For a similar example; even when a phone has no minutes left, as it used to be/for "go-phone"/prepaid phones and devices, or for some reason isn't activate, emergency services can still be called.
Posted by Dave Carlson
Tried to accept sprint offer for lower price on 4 lines but waa refused, sold me defective phone, cant use in non profit organization
Posted by Danny Tuan Vu
How do I get on this law suit? I'm actually on the phone with Sprint this very moment for the 4th time to settle a false advertisement when they talked me into upgrading my phones and opened 3 additional lines on my account. Even after multiple calls, they RMA 3 phones and left the phones on the unauthorized lines open.
Posted by Keith P
The new promotion where unlimited talk text and data for 100 for up to 5 lines, was a total scam as well. We were told if we bought 2 phones the others were a BOGO. It took months of having to call each month to get these credits on our lines. We have a family of 3 but waked away with 4 phones and 4 lines. One phone has never even been charged and turned on. We also just found out that after12 months on a 24 month contract, the additional lines were 30+ more a month. So I get to pay $60 more a month, and one line we were forced to take from Sprint, and again, the phone has never even been turned on.
It has become very clear that the stores and Sprint Corporate were not communicating. The stores just wanted to make a sell, and corporate does not care about what was said or sold to you. It was a bait and switch scheme to get new customers.
I agree with the above comments:
Sprint quotes in the store did not match my first SEVERAL bills.
Their coverage is no where near as good as what I had with AT & T.
No one seems to tell you the same thing when you talk to store reps and customer service.
In general, they are not a trustworthy company.
Posted by Chuck
I have also been mislead by Sprint on numerous occasions.
The latest being when my wifes phone started malfunctioning. I have insurance, so I took it to Sprint to see if they could fix it.
I was told that it would cost $150 - $250 to fix or replace the phone ...and ... therefore I was better off buying a cheaper new phone.
So... like a fool, I bought the new phone for my wife. After not sleeping for a night, I did some research. --- Long story short, it turns out that because my phone didn't have water damage, (or ANY damage) it was FREE to have fixed or replaced.
Sprint then decided I could return the purchased phone and they would fix the old one.. when they couldn't fix the old one they decided to replace her old Note 4 with an inferior S6... when I complained, I was told I had to take it up with the insurance co. Never could get it resolved with them. The insurance co. would tell me it was sprint and sprint would say the opposite.
To make matters worse, when I returned the phone that I was talked into buying when I thought it was to expensive to fix the old one... I was supposed to get a credit for the money I spent on the returned phone. ... NOPE... not a penny credit yet and after a two hour phone call with them it doesn't look like they are going to even attempt to resolve this.
Posted by Jill
Sprint had me sign a two year agreement, with an installment plan for purchasing my devices. My devices were supposed to be on an installment plan lease to buy program, and mine after the two years. They are now saying that this was a lease, that the devices were never on an installment plan (even though each statement showed a billing countdown to the last payment) and are not giving me my phones. They still want to charge me $20 over device (4 devices) per month, or have told me I can pay for early termination of the lease ($200 per device.) This is not what I signed up for.
Posted by Carol Cook
Sprint deceived me as well regarding savings in its “cut-your-cell-phone-bill-in-half” promotion, and fails to deliver as advertised.
Sprint quotes in the store did not match my first bill.
Their coverage is no where near as good as what I had with AT & T.
No one seems to tell you the same thing when you talk to store reps and customer service.
In general, they are not a trustworthy company.
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