C Spire Wireless reserves the right to protect its network by limitingdata usage as provided under the terms of the Customer Service AgreementC Spire seeks to continuouslyimprove management of its network and service levels, and at the same time meetcustomer expectations for data
volume, quality and speed. Customers are informed of C Spire’sneed to reasonably manage the wireless networkThe customer service agreementprovides C Spire the right to limit throughput or amount of data transferred inorder to protect the network: C Spire reserves the right to (i) limit throughput or amountof data transferred, deny Service and/or terminate Service, without notice, toanyone it believes is using the Service in any manner prohibited above or whoseusage adversely impacts its network or service levels, and (ii) protect itsnetwork from harm, which may impact legitimate data flow.Likewise, customers are informed that C Spire may amend orcancel a service plan at any time, upon thirty days’ notice: Amendmentsto this Agreement must be in writing and signed by both parties, except thatamendments may be tendered with thirty (30) days' notice to Customer (includedwith a bill or otherwise) and use by Customer of Service after such noticeperiod shall be construed as and be acceptance of such amendmentC Spire maycancel a Service plan upon thirty (30) days' notice at any time. Inaccordance with the customerservice agreement, C Spire sent Ms*** a notice of planned amendmentof her service plan. Infact, C Spire discontinued offering its unlimited plans in November of2014. C Spire is working towards the orderly migration of its legacyunlimited customers to rolling dataplans, such as the 6GB rolling data plan offered to Ms***. Under this plan, any portion of allotted datanot used in a given month is rolled to the next month, up to a cumulativemaximum amount of 6GB rolled into any billing cycle. Data passes are available for purchase, asnecessary, for additional data. Ms*** is welcome toeither change to the 6GB rolling data plan or she is also free to select amongC Spire’s service plans to accommodate her desired usageC Spire’s data management tools empower thecustomer with rolling data plans (up to theplan’s monthly limit), data balance checks at datapass.cspire.com, dataoverage protection and purchase of additional data using Optional Data Top UpPassesMs*** can make an informed choiceamong plans whose terms are transparent and clearly stated
Complaint: ***
I am rejecting this response because:
I never requested to port the numbersI informed the first rep that I had contact with that I already had a new cell providerThat I just wanted the phones cut off and contract terminatedIt's not my fault that they didn't do as instructed
Regards,
*** ***
C-spire is the most dishonest company I have ever dealt with...we moved out of state, sent our phones back to cancel our plan like we were toldWe had our employer write a letter stating we worked in a different state and I enclosed a note stating what our new address wasThis is exactly what they told us to domonths later we are in the process of buying a house and find out there is a $delinquent account on our credit reportWe called c-spire repeatedly to get this taken care of to no availThey said they were escalating the problem to customer advocacy who only deals in email correspondenceNo response weeks laterWe never were late on our bill and complied with all they told us lDishonest to the maxDo not do business with themVery frustrating
Revdex.com:
I have reviewed
the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***
%
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
I have already purchased the iPhone from cspire and if they will credit my acct the $then I guess this is my only option to settle What do I need to do to follow up to make sure my acct receives the credit ?
Regards, *** ***
*** ***
Complaint: ***
I am rejecting this response because:
The reps never informed me there could be a charge and the Apple Supervisor told the Cspire Supervisor had the phone been sent to Apple there would have been no charge Further, the claim that there was no issue with the phone was not verified by Apple as Apple never had the opportunity to inspect the phone In another strange twist of fate, the replacement phone did not have the same issue The Cspire Rep erased the phone settings not me and I had no control over what that rep did When Apple tells me they had never received the phone and that was the point of AppleCare for me, the customer, not to incur any cost that is what I expect I feel the entire amount should be refunded due to the response from Apple Since this incident, I have had service issues where the phone will not ring, etcwhich I suspect is a result of this complaint This incident has undermined my confidence in Cspire is more likely to cause my departure for another more reputable carrier that does not misrepresent the facts/truth to their customers
Regards,
*** ***
Ms*** is not the account holder on this C Spire account. Ms*** would need to dispute these charges with the financial institution through which they were cleared. When C Spire receives those disputes, we will be glad to follow the proper protocol in reversing these charges
and reimbursing Ms***. This the process for complaints on disputed card charges
C Spire Wireless reserves the right to protect its network by limitingdata usage as provided under the terms of the Customer Service AgreementC Spire seeks to continuouslyimprove management of its network and service levels, and at the same time meetcustomer expectations for data
volume, quality and speed. Customers are informed of C Spire’sneed to reasonably manage the wireless networkThe customer service agreementprovides C Spire the right to limit throughput or amount of data transferred inorder to protect the network: C Spire reserves the right to (i) limit throughput or amountof data transferred, deny Service and/or terminate Service, without notice, toanyone it believes is using the Service in any manner prohibited above or whoseusage adversely impacts its network or service levels, and (ii) protect itsnetwork from harm, which may impact legitimate data flow.Likewise, customers are informed that C Spire may amend orcancel a service plan at any time, upon thirty days’ notice: Amendmentsto this Agreement must be in writing and signed by both parties, except thatamendments may be tendered with thirty (30) days' notice to Customer (includedwith a bill or otherwise) and use by Customer of Service after such noticeperiod shall be construed as and be acceptance of such amendmentC Spire maycancel a Service plan upon thirty (30) days' notice at any time. Inaccordance with the customerservice agreement, C Spire sent Ms*** a notice of plannedamendment of her service plan. Infact, C Spire discontinued offering its unlimited plans in November of2014. C Spire is working towards the orderly migration of its legacyunlimited customers to rolling dataplans, such as the 6GB rolling data plan offered to Ms***. Under this plan, any portion of allotted datanot used in a given month is rolled to the next month, up to a cumulativemaximum amount of 6GB rolled into any billing cycle. Data passes are available for purchase, asnecessary, for additional data. Ms.***is welcome to either change to the 6GB rolling data plan or she is also free toselect among C Spire’s service plans to accommodate her desired usageCSpire’s datamanagement tools empower the customer withrolling data plans (up to the plan’s monthly limit), data balance checks at datapass.cspire.com,data overage protection and purchase of additional data using Optional Data TopUp PassesMs*** can make an informedchoice among plans whose terms are transparent and clearly stated
At this point, C Spire has compensated Ms*** $for this issue Ms***' account was past due at the time and has been past due at billing for several months While we did make arrangements with her for the day after the incident, her time without service was minimal
We feel the compensation we have already granted is generous given the fact that the account has been past due for several months If Ms*** will pay her account in full by March 8th, she should not have this issue going forward
There appears to have been some miscommunication in Mr***'s case. He is on a plan that is no longer offered and is not compatible with 4G devices. However, he can continue to use this plan on 3G devices. If he wants to purchase a 3G phone, he can keep the plan. If he
wants a 4G device, he would need to choose from our 4G compatible rate plans. We hope this clears up the issue
In C Spire's terms and conditions, it states that C Spire can alter data service if the usage is excessive. of the lines on Mr***'s account are using times the average data usage of other customers
C Spire does allow days past the due date of a bill before any late
fees or collection activity take place
Mr*** was billed the following:
April 22: Billed $***
May 12: Paid $***
May 22: Billed $*** plus $*** past due
May 27th: The service was temporarily suspended because of the balance that was over days past due
The amount billed for $*** was not collection charges. This was for repair charges for a damaged phone
If Mr*** would like to return all of his devices, we can waive early termination fees
After investigating this matter, we found that Ms***' number should not have been changed. We are working on a permanent solution. However, in the interim, we will credit any overages on her account
Complaint: ***
I am rejecting this response because:
Re: response to C Spire, complaint ***
Dear MsClopton:
Thank you for your assistance in attempting to resolve the dispute between me and C Spire Wireless
I almost accepted Mr*** ***'s offer to settle for $*** except for his statement: “Mr*** relocated to an area with poor coverageThis is out of C Spire's control”Since I moved only MILE from my previous address and was still within C Spire's stated coverage area, I reject completely the premise of his statement and therefore, I reject C Spire's responseAdditionally, Mr***'s assertion is appalling that by moving, I am at fault for C Spire's poor service
When I contacted C Spire in May 2013, C Spire admitted that it had low signal at my new home which Mr*** re-affirmsWhen I asked C Spire “What are you going to do about it?” the appropriate response from C Spire would have been to offer to terminate my contract with no termination fees (as C Spire previously stated is its “normal” policy in this situation.) For some reason, no such offer was extended to meI continued pay my bill (totaling approximately $*** from May to December 2013.) C Spire did nothing except expect to be paid, and I continued to pay
While I understand Mr***'s assertion that equipment is subsidized by the contract, I paid C Spire approximately $*** from July to December That does not include the cost of phones (they were not free) or activation feesC Spire has likely recouped the cost of the subsidyI offered to settle the dispute for $** (refer to my previous response to C Spire.) C Spire appears to have rejected my offer, which I now withdrawC Spire got enough money for me
C Spire apparently has contempt for its customers as demonstrated by C Spire's email responses to my complaints as well as Mr***'s response to my Revdex.com complaintC Spire failed to provide the service they were contracted to provide which Mr*** agrees they could not provide (again, I did not move outside of C Spire's claimed service area.) I continued to pay for additional months until I could tolerate the one-sided arrangement no longerI will not pay any additional money to C SpireThey have gotten enough from me
Again, MsClopton, I very much appreciate your assistance with this matter
Regards,
*** ***
Verdana">Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***
C Spire's terms and conditions, agreed to by Ms***, say the following regarding this type of complaint:
sans-serif; display: inline !important; letter-spacing: normal; background- text-indent: 0px; -webkit-text-stroke-width: 0px;">C Spire reserves the right to (i) limit throughput or amount of data transferred, deny Service and/or terminate Service, without notice, to anyone it believes is using the Service in any manner prohibited above or whose usage adversely impacts its network or service levels, and (ii) protect its network from harm, which may impact legitimate data flowsCustomer may not send solicitations to C Spire subscribers without their consentCustomer may not use the Services other than as intended by C Spire and applicable law
If the current usage patterns on this account continue, there should not be futher problems. It appears that this was an isolated case
I have been with Cspire for a couple of years, after leaving at&T after yearsyou can not get anybody on the phone without answering the Stupidest question everThe y are very unprofessional What kind of Customer service is this!!! You can not get a live person!!It's terrible!!!
We were able to locate the information Ms*** was referring to We apologize for any inconvenience she suffered through this process We will address the individuals she dealt with Due to the large costs and subsequent value drop in some devices, there is a no exchange policy This is clearly notated on the receipt she signed It reads as follows:
Exchanges for a different color, memory size, or model device made by the same manufacturer are not eligible.
Therefore, C Spire has gone above its policies at this point in providing Ms*** with an iPhone 5C after she purchased a 4S We hope that the device she now has will suit her needs
I did did not receive notification of plan changes by mail neither by text messageIf I was notified of plan changes there should be documentation of plan changesAlso, if I would have agreed to plan changes I would not have called to ask why I was being charged every other dayIn addition, If plan changes occurred in December there should have been a account notice of payment by January when I left C-Spire but I was informed that my balance was Is there a text message record of receiving this notice?
Complaint: ***
I am rejecting this response because:
Regards,
*** ***
line-height: 150%">
Complaint: ***
I am rejecting this response because: I am complete unsatisfied with C-spires response. They are not willing to make good for their error. They are turning me over to collections on 8-24-for something I was not aware ofThere are policies in place if there are outstanding balances that they did not follow. No reason for the customer to suffer to their lack of professionalism
Regards,
*** ***
Prior to March of 2014, Mr*** was on a plan that shared minutes but had unlimited data C Spire reserves the right to limit throughput speeds to protect it's network This is stated in our terms and conditions as listed below: C Spire reserves the right to (i) limit throughput or amount of data transferred, deny Service and/or terminate Service, without notice, to anyone it believes is using the Service in any manner prohibited above or whose usage adversely impacts its network or service levels, and (ii) protect its network from harm, which may impact legitimate data flows.
After this was done to Mr***, he changed his plan to a metered data plan to avoid this from happening again He has since moved back to an unlimited plan with no issuesC Spire will issue a one time credit of $** for the inconvenience he had during this time and hopes this resolves the matter
C Spire Wireless reserves the right to protect its network by limitingdata usage as provided under the terms of the Customer Service AgreementC Spire seeks to continuouslyimprove management of its network and service levels, and at the same time meetcustomer expectations for data
volume, quality and speed. Customers are informed of C Spire’sneed to reasonably manage the wireless networkThe customer service agreementprovides C Spire the right to limit throughput or amount of data transferred inorder to protect the network: C Spire reserves the right to (i) limit throughput or amountof data transferred, deny Service and/or terminate Service, without notice, toanyone it believes is using the Service in any manner prohibited above or whoseusage adversely impacts its network or service levels, and (ii) protect itsnetwork from harm, which may impact legitimate data flow.Likewise, customers are informed that C Spire may amend orcancel a service plan at any time, upon thirty days’ notice: Amendmentsto this Agreement must be in writing and signed by both parties, except thatamendments may be tendered with thirty (30) days' notice to Customer (includedwith a bill or otherwise) and use by Customer of Service after such noticeperiod shall be construed as and be acceptance of such amendmentC Spire maycancel a Service plan upon thirty (30) days' notice at any time. Inaccordance with the customerservice agreement, C Spire sent Ms*** a notice of planned amendmentof her service plan. Infact, C Spire discontinued offering its unlimited plans in November of2014. C Spire is working towards the orderly migration of its legacyunlimited customers to rolling dataplans, such as the 6GB rolling data plan offered to Ms***. Under this plan, any portion of allotted datanot used in a given month is rolled to the next month, up to a cumulativemaximum amount of 6GB rolled into any billing cycle. Data passes are available for purchase, asnecessary, for additional data. Ms*** is welcome toeither change to the 6GB rolling data plan or she is also free to select amongC Spire’s service plans to accommodate her desired usageC Spire’s data management tools empower thecustomer with rolling data plans (up to theplan’s monthly limit), data balance checks at datapass.cspire.com, dataoverage protection and purchase of additional data using Optional Data Top UpPassesMs*** can make an informed choiceamong plans whose terms are transparent and clearly stated
Complaint: ***
I am rejecting this response because:
I never requested to port the numbersI informed the first rep that I had contact with that I already had a new cell providerThat I just wanted the phones cut off and contract terminatedIt's not my fault that they didn't do as instructed
Regards,
*** ***
C-spire is the most dishonest company I have ever dealt with...we moved out of state, sent our phones back to cancel our plan like we were toldWe had our employer write a letter stating we worked in a different state and I enclosed a note stating what our new address wasThis is exactly what they told us to domonths later we are in the process of buying a house and find out there is a $delinquent account on our credit reportWe called c-spire repeatedly to get this taken care of to no availThey said they were escalating the problem to customer advocacy who only deals in email correspondenceNo response weeks laterWe never were late on our bill and complied with all they told us lDishonest to the maxDo not do business with themVery frustrating
Revdex.com:
I have reviewed
the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***
%
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
I have already purchased the iPhone from cspire and if they will credit my acct the $then I guess this is my only option to settle What do I need to do to follow up to make sure my acct receives the credit ?
Regards, *** ***
*** ***
Complaint: ***
I am rejecting this response because:
The reps never informed me there could be a charge and the Apple Supervisor told the Cspire Supervisor had the phone been sent to Apple there would have been no charge Further, the claim that there was no issue with the phone was not verified by Apple as Apple never had the opportunity to inspect the phone In another strange twist of fate, the replacement phone did not have the same issue The Cspire Rep erased the phone settings not me and I had no control over what that rep did When Apple tells me they had never received the phone and that was the point of AppleCare for me, the customer, not to incur any cost that is what I expect I feel the entire amount should be refunded due to the response from Apple Since this incident, I have had service issues where the phone will not ring, etcwhich I suspect is a result of this complaint This incident has undermined my confidence in Cspire is more likely to cause my departure for another more reputable carrier that does not misrepresent the facts/truth to their customers
Regards,
*** ***
Ms*** is not the account holder on this C Spire account. Ms*** would need to dispute these charges with the financial institution through which they were cleared. When C Spire receives those disputes, we will be glad to follow the proper protocol in reversing these charges
and reimbursing Ms***. This the process for complaints on disputed card charges
C Spire Wireless reserves the right to protect its network by limitingdata usage as provided under the terms of the Customer Service AgreementC Spire seeks to continuouslyimprove management of its network and service levels, and at the same time meetcustomer expectations for data
volume, quality and speed. Customers are informed of C Spire’sneed to reasonably manage the wireless networkThe customer service agreementprovides C Spire the right to limit throughput or amount of data transferred inorder to protect the network: C Spire reserves the right to (i) limit throughput or amountof data transferred, deny Service and/or terminate Service, without notice, toanyone it believes is using the Service in any manner prohibited above or whoseusage adversely impacts its network or service levels, and (ii) protect itsnetwork from harm, which may impact legitimate data flow.Likewise, customers are informed that C Spire may amend orcancel a service plan at any time, upon thirty days’ notice: Amendmentsto this Agreement must be in writing and signed by both parties, except thatamendments may be tendered with thirty (30) days' notice to Customer (includedwith a bill or otherwise) and use by Customer of Service after such noticeperiod shall be construed as and be acceptance of such amendmentC Spire maycancel a Service plan upon thirty (30) days' notice at any time. Inaccordance with the customerservice agreement, C Spire sent Ms*** a notice of plannedamendment of her service plan. Infact, C Spire discontinued offering its unlimited plans in November of2014. C Spire is working towards the orderly migration of its legacyunlimited customers to rolling dataplans, such as the 6GB rolling data plan offered to Ms***. Under this plan, any portion of allotted datanot used in a given month is rolled to the next month, up to a cumulativemaximum amount of 6GB rolled into any billing cycle. Data passes are available for purchase, asnecessary, for additional data. Ms.***is welcome to either change to the 6GB rolling data plan or she is also free toselect among C Spire’s service plans to accommodate her desired usageCSpire’s datamanagement tools empower the customer withrolling data plans (up to the plan’s monthly limit), data balance checks at datapass.cspire.com,data overage protection and purchase of additional data using Optional Data TopUp PassesMs*** can make an informedchoice among plans whose terms are transparent and clearly stated
At this point, C Spire has compensated Ms*** $for this issue Ms***' account was past due at the time and has been past due at billing for several months While we did make arrangements with her for the day after the incident, her time without service was minimal
We feel the compensation we have already granted is generous given the fact that the account has been past due for several months If Ms*** will pay her account in full by March 8th, she should not have this issue going forward
There appears to have been some miscommunication in Mr***'s case. He is on a plan that is no longer offered and is not compatible with 4G devices. However, he can continue to use this plan on 3G devices. If he wants to purchase a 3G phone, he can keep the plan. If he
wants a 4G device, he would need to choose from our 4G compatible rate plans. We hope this clears up the issue
In C Spire's terms and conditions, it states that C Spire can alter data service if the usage is excessive. of the lines on Mr***'s account are using times the average data usage of other customers
C Spire does allow days past the due date of a bill before any late
fees or collection activity take place
Mr*** was billed the following:
April 22: Billed $***
May 12: Paid $***
May 22: Billed $*** plus $*** past due
May 27th: The service was temporarily suspended because of the balance that was over days past due
The amount billed for $*** was not collection charges. This was for repair charges for a damaged phone
If Mr*** would like to return all of his devices, we can waive early termination fees
After investigating this matter, we found that Ms***' number should not have been changed. We are working on a permanent solution. However, in the interim, we will credit any overages on her account
Complaint: ***
I am rejecting this response because:
Re: response to C Spire, complaint ***
Dear MsClopton:
Thank you for your assistance in attempting to resolve the dispute between me and C Spire Wireless
I almost accepted Mr*** ***'s offer to settle for $*** except for his statement: “Mr*** relocated to an area with poor coverageThis is out of C Spire's control”Since I moved only MILE from my previous address and was still within C Spire's stated coverage area, I reject completely the premise of his statement and therefore, I reject C Spire's responseAdditionally, Mr***'s assertion is appalling that by moving, I am at fault for C Spire's poor service
When I contacted C Spire in May 2013, C Spire admitted that it had low signal at my new home which Mr*** re-affirmsWhen I asked C Spire “What are you going to do about it?” the appropriate response from C Spire would have been to offer to terminate my contract with no termination fees (as C Spire previously stated is its “normal” policy in this situation.) For some reason, no such offer was extended to meI continued pay my bill (totaling approximately $*** from May to December 2013.) C Spire did nothing except expect to be paid, and I continued to pay
While I understand Mr***'s assertion that equipment is subsidized by the contract, I paid C Spire approximately $*** from July to December That does not include the cost of phones (they were not free) or activation feesC Spire has likely recouped the cost of the subsidyI offered to settle the dispute for $** (refer to my previous response to C Spire.) C Spire appears to have rejected my offer, which I now withdrawC Spire got enough money for me
C Spire apparently has contempt for its customers as demonstrated by C Spire's email responses to my complaints as well as Mr***'s response to my Revdex.com complaintC Spire failed to provide the service they were contracted to provide which Mr*** agrees they could not provide (again, I did not move outside of C Spire's claimed service area.) I continued to pay for additional months until I could tolerate the one-sided arrangement no longerI will not pay any additional money to C SpireThey have gotten enough from me
Again, MsClopton, I very much appreciate your assistance with this matter
Regards,
*** ***
Verdana">Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***
C Spire's terms and conditions, agreed to by Ms***, say the following regarding this type of complaint:
sans-serif; display: inline !important; letter-spacing: normal; background- text-indent: 0px; -webkit-text-stroke-width: 0px;">C Spire reserves the right to (i) limit throughput or amount of data transferred, deny Service and/or terminate Service, without notice, to anyone it believes is using the Service in any manner prohibited above or whose usage adversely impacts its network or service levels, and (ii) protect its network from harm, which may impact legitimate data flowsCustomer may not send solicitations to C Spire subscribers without their consentCustomer may not use the Services other than as intended by C Spire and applicable law
If the current usage patterns on this account continue, there should not be futher problems. It appears that this was an isolated case
I have been with Cspire for a couple of years, after leaving at&T after yearsyou can not get anybody on the phone without answering the Stupidest question everThe y are very unprofessional What kind of Customer service is this!!! You can not get a live person!!It's terrible!!!
We were able to locate the information Ms*** was referring to We apologize for any inconvenience she suffered through this process We will address the individuals she dealt with Due to the large costs and subsequent value drop in some devices, there is a no exchange policy This is clearly notated on the receipt she signed It reads as follows:
Exchanges for a different color, memory size, or model device made by the same manufacturer are not eligible.
Therefore, C Spire has gone above its policies at this point in providing Ms*** with an iPhone 5C after she purchased a 4S We hope that the device she now has will suit her needs
I did did not receive notification of plan changes by mail neither by text messageIf I was notified of plan changes there should be documentation of plan changesAlso, if I would have agreed to plan changes I would not have called to ask why I was being charged every other dayIn addition, If plan changes occurred in December there should have been a account notice of payment by January when I left C-Spire but I was informed that my balance was Is there a text message record of receiving this notice?
Complaint: ***
I am rejecting this response because:
Regards,
*** ***
line-height: 150%">
Complaint: ***
I am rejecting this response because: I am complete unsatisfied with C-spires response. They are not willing to make good for their error. They are turning me over to collections on 8-24-for something I was not aware ofThere are policies in place if there are outstanding balances that they did not follow. No reason for the customer to suffer to their lack of professionalism
Regards,
*** ***
Prior to March of 2014, Mr*** was on a plan that shared minutes but had unlimited data C Spire reserves the right to limit throughput speeds to protect it's network This is stated in our terms and conditions as listed below: C Spire reserves the right to (i) limit throughput or amount of data transferred, deny Service and/or terminate Service, without notice, to anyone it believes is using the Service in any manner prohibited above or whose usage adversely impacts its network or service levels, and (ii) protect its network from harm, which may impact legitimate data flows.
After this was done to Mr***, he changed his plan to a metered data plan to avoid this from happening again He has since moved back to an unlimited plan with no issuesC Spire will issue a one time credit of $** for the inconvenience he had during this time and hopes this resolves the matter