Sprint Now Part of T-Mobile

Submitted a complaint (seen below) with no response. Customer service is completely unhelpful and unable to give straight answers or resolve issues.
I currently have an account with your company and am contacting you in reference to an unfortunate incident with your company that I experienced last weekend. Last September (September 19, 2016 to be exact) I updated by phone through a partner program that your company has with Best Buy Mobile. While updating my phone I was very clear that I had the iPhone Forever incentive with Sprint (the 18 month lease with the option to upgrade after 12 months) and wanted to keep the same program moving forward. I made sure I clarified whit several times, and the associate assured me that I would maintain that program and be able to upgrade in 12 months.
On last Friday (September 22, 2017) I went into the Spring Store in Dobbin Center (Columbia, MD) and was informed that I was not eligible for an upgrade due to the fact that I have a 24 month installment plan instead of the 18 month lease. I was also informed that if I wanted to terminate the lease I would have to pay the $349 balance left on the installment plan. I then called Sprint and spoke with a representative who informed me that I would need to go back to the store I purchased the phone from to switch to the 18 month lease retroactively. After speaking with management at the Best Buy that I purchased the phone from, they informed me that they cannot access contracts past 14 days after the upgrade is processed and to contact Sprint. I spoke with Sprint again via phone call, and after being transferred to 4 different people I was informed by Steven in Retention that I should still be able to return the phone and terminate the installment plans with no balance and start a new lease program.
Again, I went to the store in Dobbin Center on Sunday and explained to them the conversation that transpired between the Retention Department and myself. Again, I was informed that there was nothing that could be done on the store's end because the balance could not be cleared. I called retention again and was informed by another representative that there was nothing that can be done.
I have been a loyal customer for over 5 years, and am extremely confused as to why nothing can be done. I understand that there was an error on Best Buy's part, but the main issues that I am running into are:
1. If I upgrade my phone every 12 months how was I as a customer supposed to know that what I signed up for was incorrect? Especially if I set a clear expectation and was ensured that the expectation set was being matched?
2. Why was there no clarity from the initial customer service representatives that I spoke with in reference to what could be done?
3. Why is there apparently no one in this company that can reverse this process to ensure that I can go back to the plan that I originally had?
I am deeply upset and perplexed by the lack of customer care or concern displayed by your company and would like for someone to reach out to me at your earliest convenience.

Tried paying off my past due balance to reactive my phone after being laid off for a couple months. I was told after paying my past due balance of around $1000 that my phone would be active. Next day after paying off past due balance phone is still not active. I called back and was told they deactivated my account completely. And told me I still owed about $600 yet. I told them this isn't what I wanted. I was told my past due balance was completely paid off. I never asked for my account to be deactivated. After several calls and zero help they lost my account information completely. Couldn't search for my account with social security number or my full name. At this time I was fed up and opened an account with a different carrier. Last weekend I had $290 withdrawn from my debit card from Sprint. They never had my consent to withdraw money. I tried calling and getting my money back and they lied to me and told me I would be refunded. Called back today to check the status and was told I wasn't to receive a refund, and they can take money out whenever they please. (I was never on any kind of autopay with them and never once gave consent for them to take any money since paying that $1000 to try to get my phone activated again.) They still can't access my account but can withdraw money from me without my consent?

Tried paying off my past due balance to reactive my phone after being laid off for a couple months. I was told after paying my past due balance of around $1000 that my phone would be active. Next day after paying off past due balance phone is still not active. I called back and was told they deactivated my account completely. And told me I still owed about $600 yet. I told them this isn't what I wanted. I was told my past due balance was completely paid off. I never asked for my account to be deactivated. After several calls and zero help they lost my account information completely. Couldn't search for my account with social security number or my full name. At this time I was fed up and opened an account with a different carrier. Last weekend I had $290 withdrawn from my debit card from Sprint. They never had my consent to withdraw money. I tried calling and getting my money back and they lied to me and told me I would be refunded. Called back today to check the status and was told I wasn't to receive a refund, and they can take money out whenever they please. (I was never on any kind of autopay with them and never once gave consent for them to take any money since paying that $1000 to try to get my phone activated again.) They still can't access my account but can withdraw money from me without my consent?

I have had the worst experience with Sprint since day 1. Every time I call with expectation of being on the phone for a few minutes, I end up being on the phone for hours. Also I'm not sure if Sprint is aware of retails laws and good business practice. I will make sure that they understand the proper way of handling business.

Tried paying off my past due balance to reactive my phone after being laid off for a couple months. I was told after paying my past due balance of around $1000 that my phone would be active. Next day after paying off past due balance phone is still not active. I called back and was told they deactivated my account completely. And told me I still owed about $600 yet. I told them this isn't what I wanted. I was told my past due balance was completely paid off. I never asked for my account to be deactivated. After several calls and zero help they lost my account information completely. Couldn't search for my account with social security number or my full name. At this time I was fed up and opened an account with a different carrier. Last weekend I had $290 withdrawn from my debit card from Sprint. They never had my consent to withdraw money. I tried calling and getting my money back and they lied to me and told me I would be refunded. Called back today to check the status and was told I wasn't to receive a refund, and they can take money out whenever they please. (I was never on any kind of autopay with them and never once gave consent for them to take any money since paying that $1000 to try to get my phone activated again.) They still can't access my account but can withdraw money from me without my consent?

I have had the worst experience with Sprint since day 1. Every time I call with expectation of being on the phone for a few minutes, I end up being on the phone for hours. Also I'm not sure if Sprint is aware of retails laws and good business practice. I will make sure that they understand the proper way of handling business.

Submitted a complaint (seen below) with no response. Customer service is completely unhelpful and unable to give straight answers or resolve issues.
I currently have an account with your company and am contacting you in reference to an unfortunate incident with your company that I experienced last weekend. Last September (September 19, 2016 to be exact) I updated by phone through a partner program that your company has with Best Buy Mobile. While updating my phone I was very clear that I had the iPhone Forever incentive with Sprint (the 18 month lease with the option to upgrade after 12 months) and wanted to keep the same program moving forward. I made sure I clarified whit several times, and the associate assured me that I would maintain that program and be able to upgrade in 12 months.
On last Friday (September 22, 2017) I went into the Spring Store in Dobbin Center (Columbia, MD) and was informed that I was not eligible for an upgrade due to the fact that I have a 24 month installment plan instead of the 18 month lease. I was also informed that if I wanted to terminate the lease I would have to pay the $349 balance left on the installment plan. I then called Sprint and spoke with a representative who informed me that I would need to go back to the store I purchased the phone from to switch to the 18 month lease retroactively. After speaking with management at the Best Buy that I purchased the phone from, they informed me that they cannot access contracts past 14 days after the upgrade is processed and to contact Sprint. I spoke with Sprint again via phone call, and after being transferred to 4 different people I was informed by Steven in Retention that I should still be able to return the phone and terminate the installment plans with no balance and start a new lease program.
Again, I went to the store in Dobbin Center on Sunday and explained to them the conversation that transpired between the Retention Department and myself. Again, I was informed that there was nothing that could be done on the store's end because the balance could not be cleared. I called retention again and was informed by another representative that there was nothing that can be done.
I have been a loyal customer for over 5 years, and am extremely confused as to why nothing can be done. I understand that there was an error on Best Buy's part, but the main issues that I am running into are:
1. If I upgrade my phone every 12 months how was I as a customer supposed to know that what I signed up for was incorrect? Especially if I set a clear expectation and was ensured that the expectation set was being matched?
2. Why was there no clarity from the initial customer service representatives that I spoke with in reference to what could be done?
3. Why is there apparently no one in this company that can reverse this process to ensure that I can go back to the plan that I originally had?
I am deeply upset and perplexed by the lack of customer care or concern displayed by your company and would like for someone to reach out to me at your earliest convenience.

Submitted a complaint (seen below) with no response. Customer service is completely unhelpful and unable to give straight answers or resolve issues.
I currently have an account with your company and am contacting you in reference to an unfortunate incident with your company that I experienced last weekend. Last September (September 19, 2016 to be exact) I updated by phone through a partner program that your company has with Best Buy Mobile. While updating my phone I was very clear that I had the iPhone Forever incentive with Sprint (the 18 month lease with the option to upgrade after 12 months) and wanted to keep the same program moving forward. I made sure I clarified whit several times, and the associate assured me that I would maintain that program and be able to upgrade in 12 months.
On last Friday (September 22, 2017) I went into the Spring Store in Dobbin Center (Columbia, MD) and was informed that I was not eligible for an upgrade due to the fact that I have a 24 month installment plan instead of the 18 month lease. I was also informed that if I wanted to terminate the lease I would have to pay the $349 balance left on the installment plan. I then called Sprint and spoke with a representative who informed me that I would need to go back to the store I purchased the phone from to switch to the 18 month lease retroactively. After speaking with management at the Best Buy that I purchased the phone from, they informed me that they cannot access contracts past 14 days after the upgrade is processed and to contact Sprint. I spoke with Sprint again via phone call, and after being transferred to 4 different people I was informed by Steven in Retention that I should still be able to return the phone and terminate the installment plans with no balance and start a new lease program.
Again, I went to the store in Dobbin Center on Sunday and explained to them the conversation that transpired between the Retention Department and myself. Again, I was informed that there was nothing that could be done on the store's end because the balance could not be cleared. I called retention again and was informed by another representative that there was nothing that can be done.
I have been a loyal customer for over 5 years, and am extremely confused as to why nothing can be done. I understand that there was an error on Best Buy's part, but the main issues that I am running into are:
1. If I upgrade my phone every 12 months how was I as a customer supposed to know that what I signed up for was incorrect? Especially if I set a clear expectation and was ensured that the expectation set was being matched?
2. Why was there no clarity from the initial customer service representatives that I spoke with in reference to what could be done?
3. Why is there apparently no one in this company that can reverse this process to ensure that I can go back to the plan that I originally had?
I am deeply upset and perplexed by the lack of customer care or concern displayed by your company and would like for someone to reach out to me at your earliest convenience.

Tried paying off my past due balance to reactive my phone after being laid off for a couple months. I was told after paying my past due balance of around $1000 that my phone would be active. Next day after paying off past due balance phone is still not active. I called back and was told they deactivated my account completely. And told me I still owed about $600 yet. I told them this isn't what I wanted. I was told my past due balance was completely paid off. I never asked for my account to be deactivated. After several calls and zero help they lost my account information completely. Couldn't search for my account with social security number or my full name. At this time I was fed up and opened an account with a different carrier. Last weekend I had $290 withdrawn from my debit card from Sprint. They never had my consent to withdraw money. I tried calling and getting my money back and they lied to me and told me I would be refunded. Called back today to check the status and was told I wasn't to receive a refund, and they can take money out whenever they please. (I was never on any kind of autopay with them and never once gave consent for them to take any money since paying that $1000 to try to get my phone activated again.) They still can't access my account but can withdraw money from me without my consent?

Tried paying off my past due balance to reactive my phone after being laid off for a couple months. I was told after paying my past due balance of around $1000 that my phone would be active. Next day after paying off past due balance phone is still not active. I called back and was told they deactivated my account completely. And told me I still owed about $600 yet. I told them this isn't what I wanted. I was told my past due balance was completely paid off. I never asked for my account to be deactivated. After several calls and zero help they lost my account information completely. Couldn't search for my account with social security number or my full name. At this time I was fed up and opened an account with a different carrier. Last weekend I had $290 withdrawn from my debit card from Sprint. They never had my consent to withdraw money. I tried calling and getting my money back and they lied to me and told me I would be refunded. Called back today to check the status and was told I wasn't to receive a refund, and they can take money out whenever they please. (I was never on any kind of autopay with them and never once gave consent for them to take any money since paying that $1000 to try to get my phone activated again.) They still can't access my account but can withdraw money from me without my consent?

I have had the worst experience with Sprint since day 1. Every time I call with expectation of being on the phone for a few minutes, I end up being on the phone for hours. Also I'm not sure if Sprint is aware of retails laws and good business practice. I will make sure that they understand the proper way of handling business.

I have had the worst experience with Sprint since day 1. Every time I call with expectation of being on the phone for a few minutes, I end up being on the phone for hours. Also I'm not sure if Sprint is aware of retails laws and good business practice. I will make sure that they understand the proper way of handling business.

I have had the worst experience with Sprint since day 1. Every time I call with expectation of being on the phone for a few minutes, I end up being on the phone for hours. Also I'm not sure if Sprint is aware of retails laws and good business practice. I will make sure that they understand the proper way of handling business.

Submitted a complaint (seen below) with no response. Customer service is completely unhelpful and unable to give straight answers or resolve issues.
I currently have an account with your company and am contacting you in reference to an unfortunate incident with your company that I experienced last weekend. Last September (September 19, 2016 to be exact) I updated by phone through a partner program that your company has with Best Buy Mobile. While updating my phone I was very clear that I had the iPhone Forever incentive with Sprint (the 18 month lease with the option to upgrade after 12 months) and wanted to keep the same program moving forward. I made sure I clarified whit several times, and the associate assured me that I would maintain that program and be able to upgrade in 12 months.
On last Friday (September 22, 2017) I went into the Spring Store in Dobbin Center (Columbia, MD) and was informed that I was not eligible for an upgrade due to the fact that I have a 24 month installment plan instead of the 18 month lease. I was also informed that if I wanted to terminate the lease I would have to pay the $349 balance left on the installment plan. I then called Sprint and spoke with a representative who informed me that I would need to go back to the store I purchased the phone from to switch to the 18 month lease retroactively. After speaking with management at the Best Buy that I purchased the phone from, they informed me that they cannot access contracts past 14 days after the upgrade is processed and to contact Sprint. I spoke with Sprint again via phone call, and after being transferred to 4 different people I was informed by Steven in Retention that I should still be able to return the phone and terminate the installment plans with no balance and start a new lease program.
Again, I went to the store in Dobbin Center on Sunday and explained to them the conversation that transpired between the Retention Department and myself. Again, I was informed that there was nothing that could be done on the store's end because the balance could not be cleared. I called retention again and was informed by another representative that there was nothing that can be done.
I have been a loyal customer for over 5 years, and am extremely confused as to why nothing can be done. I understand that there was an error on Best Buy's part, but the main issues that I am running into are:
1. If I upgrade my phone every 12 months how was I as a customer supposed to know that what I signed up for was incorrect? Especially if I set a clear expectation and was ensured that the expectation set was being matched?
2. Why was there no clarity from the initial customer service representatives that I spoke with in reference to what could be done?
3. Why is there apparently no one in this company that can reverse this process to ensure that I can go back to the plan that I originally had?
I am deeply upset and perplexed by the lack of customer care or concern displayed by your company and would like for someone to reach out to me at your earliest convenience.

Sprint sent me to collections after I cancelled my plan without properly attempting to retrieve the money themselves. I was unaware I owed money/needed to return my phone until I was stalked by creditors. They made no attempt to email me and snail mail me to notify me prior to sending me to collections. I will never ever ver deal with Sprint or Verizon again!!!!!

Sprint sent me to collections after I cancelled my plan without properly attempting to retrieve the money themselves. I was unaware I owed money/needed to return my phone until I was stalked by creditors. They made no attempt to email me and snail mail me to notify me prior to sending me to collections. I will never ever ver deal with Sprint or Verizon again!!!!!

Sprint sent me to collections after I cancelled my plan without properly attempting to retrieve the money themselves. I was unaware I owed money/needed to return my phone until I was stalked by creditors. They made no attempt to email me and snail mail me to notify me prior to sending me to collections. I will never ever ver deal with Sprint or Verizon again!!!!!

Sprint sent me to collections after I cancelled my plan without properly attempting to retrieve the money themselves. I was unaware I owed money/needed to return my phone until I was stalked by creditors. They made no attempt to email me and snail mail me to notify me prior to sending me to collections. I will never ever ver deal with Sprint or Verizon again!!!!!

Sprint sent me to collections after I cancelled my plan without properly attempting to retrieve the money themselves. I was unaware I owed money/needed to return my phone until I was stalked by creditors. They made no attempt to email me and snail mail me to notify me prior to sending me to collections. I will never ever ver deal with Sprint or Verizon again!!!!!

Horrible experience with their customer service over the phone! Every time I call customer service I am on the phone over an hour trying to fix the issue. Visits to the store are not any better... Expect to be in the store over 2 hours for simple transactions.