Sprint Now Part of T-Mobile

Gives us no access to our account number online and nobody to talk over the phone to give you this information either. This information is necessary to switch your phone number to a new carrier, and they disallow this. It's a huge scam.

I am recently retired and am looking at ways to save money. I called Sprint in January to see if I could save money, as they are constantly shifting plans. I had the unlimited Freedom plan at $135/month for three lines before the autopay discounts, and was told I could save $10/month by switching to a new plan. I repeatedly asked that I would retain all my existing functionality and service and was told yes. So I agreed to the switch.
In February, I went to use the mobile hotspot and it was not available. I called Sprint and was told mobile hotspots are not available on my plan, but could be added at an additional cost of $10/line for less gb than I had. I said that was not acceptable, that I was lied to and that I needed to get back on my old plan. Was told that request needed to be escalated to another department and it would be at least 48 hours before it could happen. That was a Thursday - I called on Sunday and was told it would be at least 72 hours, not 48. On Tuesday, the hotspot was still not available. When I called this time, I was told that I could not be switched back to the unlimited Freedom plan because it was no longer being offered. When I asked if I hadn't switched, would I still have the plan I was told yes. Sprint offered no explanation as to why, if the plan is still being billed why I could not be reinstated, other than to say the plan is no longer being offered. I was told if I went to the unlimited plus plan I could add the same hotspot but the charge would be $145/m for the three lines before the discount. I agreed to this.
My March bill came and Sprint had switched me to the unlimited Premium package at a cost of $195/mo. I immediately called and asked what was going on. I was told that I had agreed to this change but they could switch me to Unlimited plus, but not retroactively. After repeatedly saying that Sprint lied to me multiple times, I was asked what I would need. I said I at least needed a $30 credit to cover the wrongful switch, and the guy agreed.
I then took the time to write a letter to Spring, explaining all this, hoping that I could get some traction with someone other than the customer service reps who are anything but. I missed the call, and when I called back it was the same customer service line, and the person did not have access to my letter and said her screen said everything had been resolved. I hung up in frustration.
So then I sent an email to the Chief Marketing Officer on a Sunday, and got a call back Sunday afternoon. But it was the same old song and dance, the old plan is no longer available, even though they are still billing for it, and I would just have to suck it up and pay the additional $15/mo to get the hotspot back. Yep, that's right - Sprint lied again when they said the new charge would only be $145 - it was now $150, and the hotspot was only on two lines, not three. The person made no apology for their reps lying - in fact, at one point, said that I was told during the initial call that I could not switch back once I made the change. When I asked if he listened to the call, he said not all calls are recorded, and could not explain why he was assuming his rep said what she said. He kept trying to tell me that he valued me as a customer - I told him he didn't. And he could not call up the letter either.
I reported this to the fraud department at the IL attorney general's office yesterday and have no hopes of anything happening. I am going to continue to harrass Sprint on this issue, sending notes to all of the senior executives letting them know their people are running scams.

Literally called and spoke to a rep asking what to do about my account during the coronavirus epidemic told her my hrs were shorten and the money taken out of my account I actually am in need of it during these times. She pretty much said we can deposit it back into your bank account your bill will be and near up to $1.000 I expressed to her my concerned and how many people are really struggling and instead she got smart mouth with me and logged me out of my session with her. I’ve been with sprint for 3 years, I’ve been hung up on, spoke to rudely, etc you guys are the most horrible barbaric group of individuals I have ever associated my services with and honestly I can not wait to be able to switch over to someone else .

Buyer beware that monthly pricing is "introductory" and will go up after 12 months. I wish I would have known that when I signed up. The advertising is misleading. Just be prepared to pay more than premium prices for mediocre service after being with them for a year. Ironic that they have a "total satisfaction gaurantee" since they are pulling in customers under false pretenses. Obviously the don't care about customer retention.

Hello my name is Irlanda D *** and I’ve been a loyal sprint customer since 2013. On Sunday March 15, at 11am I visited one of your sprint locations at (2307 Fenton Pkwy Ste 101C, San Diego, CA 92108) to ask about my bill. The problem was that when I came in 2 months ago I payed off my 7plus phone to own the phone and the sales person Sam S advised me to turn in my old phone so I could get a new I phone 11. He said all I had to do was to change my phone number and I agreed. Sam S continued with he transactions and said he would handle everything, I believed him and I left with a new phone and left my old phone.
I went in today because it looks like Mr. S never cancelled my line instead left it open and added a line. Now I’m being charged for a line I don’t have with a phone that I do not own. The purpose of buying out my phone was to be able to pay less on my bill and instead I’m being charged for something I do not have.
When I went in today on March 15 at 11am Omar S started helping me, I explained to him my issue and he responded with “thats an easy fix” He explained to me that the phones is payed off and to not worry about it, that nothing extra was going to be charged. I explained to him and showed him the bill on my phone and how I was being charged and how I am worried because this is a scam. Omar responds to “we can print your bill so you can see” then hands me the printed copy of the bill carelessly. I then show him again and point out on the bill the extra line that added on my bill that I do not own and I do not want to pay. After I said that he finally listens to me and reads the bill and says “oh”.
How is this possible? To have a sales person represent your company and instead of helping you just wants to tell me “ don’t worry” so you leave and not fix the problem? How is this customer service when I come into your company for help and no one seemed to pay attention to my problem until I repeated myself several times. Is this what Sprint does to their loyal customers? When customers have a problem just pushed them out the door and not even listen?
After Omar realized there was a problem he goes to his manager Stephanie S. She tries to explain the same thing until she said in a passive aggressive attitude “well did you cancel your line?” I said “ Sam S said he would handle it all and that he cancelled my line” Stephanie responds that the Sprint staff isn’t trained on cancelling lines and that I have to do it over the phone. I asked “why the misinformation and the lies? Now I’m here trying to fix a problem that your staff said they would handle it”. I told Stephanie to cancel my line and with and attitude and again, a passive aggressive tone says “I can’t cancel, You have to call yourself” and hands me a sticky with the phone number on it. I stayed in the store and called, in 3 minutes they picked up and the service I had over the phone was 100% better than any of the staff at that s
Sprint location. As I’m talking on the phone in front of the register I can hear and see infront of me all the sales representatives and manager Stephanie, Omar and 2 other chatting about their personal life. I was shocked of the lack of training, leadership and professionalism this team has. No one at this store cares about the customer but just making sales and ripping people off. After I got off the phone and canceled my line which is something I could do at home and not have to go through all this problem I said thank you and I left.
I am now considering if I want to stay in your company. I've been a loyal customer and I stayed in your company for a reason, but I see now that reason is tarnished. I really hope you train your employees because the lack of competence in this establishment is obvious and is a representation of Sprint.

Been a sprint customer since 2016 and if I could leave a zero...I would. My bill has gone to $363 for 5 devices with an "in-explainable" increase every month. My bill is always on time, the service and network for Sprint are less than adequate and the cherry on top is the non stop bombardment of promotions and deals they reach out on but cannot back up. Why do you call or make offers to existing customers that cannot be honored, it is despicable to say the least. I've asked Sprint specifically to stop making offers and they still do it without honoring. I want to just be done with Sprint, there is zero integrity unless a rep from stateside calls after complaining thru the Revdex.com. The outsourcing overseas is super annoying also as nobody helps except to say if you do auto pay we can take off $5 a month per line which is laughable with the price gauging they partake in every month. Excluding equipment charges on a monthly lease, they cannot pinpoint or communicate clearly on billing discrepancies. Judging from the other reviews Sprint isn't doing to hot because it is hard to get a B rating on Revdex.com. I'd love to just return any devices and be done with this shady entity. Absolutely pathetic the way existing, loyal customers are treated.

I have been a Sprint customer since before it was Sprint...it was a Nextel account to begin with. I would say I began with Nextel in the mid 1990's. I have enjoyed the phones I have had, but not so much the service provided by the folks working for Sprint. My daughter has been on my Sprint account for some time, now, due to not being able to have her own account d/t credit issues, mostly, and also Because of loss of job and income d/t chronic illnesses, she was unable to keep up with her bills, and lost her phone that was on her own account. Unfortunately, it is time for her to take over her own account once more. We have been trying for quite some time for her to get set back up on her own account, including paying an excess of money REPEATEDLY to Sprint, both by phone representatives, and those in a Sprint Store. Each time we were told to pay an amount that would clear up the matter and allow her to have her own account, after we made the payment, the rep by phone or in person would tell us that there was more that needed to be paid before she could have her account OR she would have to wait until her phone was paid off before switching to her own account. Today, after more than a year of trying, and paying more than $2200 in 2019, (I know there was one more that we paid in 2018, and I am looking for that payment in my bank records from that year), she was told that she could get her own account. Yet after spending hours on the phone with these people, they told her she owed ANOTHER $1100!!! There is NO way that is possible, nor do I have that kind of money! This was with her being permitted to take the phone she has now, which is a month from being paid off, with her to her new account! She was switched from person to person, each one giving her a different song and dance about whether she could get her own account or not. This is beyond ridiculous! I will begin researching other phone companies and eventually switch from Sprint. The care given to their customers is horrendous, and has been a very costly lesson for me. I have been paying on average $600 monthly to Sprint for all these years and this is the kind of service I get? Do they not value and support their loyal customers at all? Totally unacceptable and very sad.

I cancelled our service after years with them. We called and paid our last bill and made sure we did everything we were supposed to. I waited to receive the phone return kits, then Sprint withdrew over $1300 from my bank account without even contacting us. They returned the money after I had jump though a bunch of hoops, I asked if I could return the phones to a Sprint store and they told me no, that they would mail the return kits right away. We again never received the return kits and received an email that we owed them over $1300. I called again and spoke to a manager who said he would mail the return kits right away and remove the fees from our account, I received the kits and returned the phones. Today I received a collections letter from a company saying that Sprint had turned over a past due amount to them and that we should pay it with our tax returns. I checked on our old account and it says that we are past due and owe over$1300. I tried to call to fix it AGAIN but its past business hours so they are not there to help me. It is complete incompetence that has cost me my time and money!

This was my experience with sprint.
I am truly disappointed about the interactions I have had the three times I have dealt with Sprint’s customer service and salespeople. My daughter and I came into the store on Mcknight relatively close to closing time. Instead of explaining the total price of the payments I would be making on a new device and “plan,” the sales employees rushed us to close the deal. I did not expect a payment due, in what to me seems like less than a month after the purchase was made. In the Space of fewer than 30 days I “owed” Sprint more than $200.00, if we count the initial payment and the first month’s payment. I am a single black mother who gave her child this phone, because she works two jobs and needed a way to keep track of her only child. Fast forward and we are at the end of the month finances did not allow me to pay my bill. I thought okay as soon as I have two pennies to rub together I will get caught up and have the service restored. Today I felt the panic that has been rocking the world. With the Coronavirus affecting men, women and children, my fear,that I can’t reach my child whose school has been cancelled. I am still working so I can pay my bills such as the +$270 I owe Sprint. I called frantically today talking to two of staff members and one of the staff supervisors. I was informed I do not qualify for a payment agreement, due to the agreements I had made previously. I could pre date a check for the full amount, but my daughter’s phone would not have its service restored until March 31th. Another option could be me paying half and maybe we can make an arrangement. Under any other circumstance I would just say she will be several different places with phone access such as school or amongst her friends. Today this scenario changed my pre diabetic daughter and me her insulin dependent mother were told safety is not Sprints concern. I know she is able to call 911, but is this the uncertainty you would want to have in today’s pandemic. I feel as if sprints service was improperly presented I was told I can by out my contract at +$550. This is not our reality the phone was bought as a means for me to reach my child. Could I have went for a less expensive phone? Yes had I known free does not really mean free. Could I have asked more questions about the cost of the plan and when payment would be due? Possibly if a sales person had not tried to get a phone to an exicited child with ADHD. I had been a loyal AT&T customer for 20 years and I have been with Verizon for several. I jumped on the band wagon for a sale that was too good to be true. It was.
Thank you for taking the time to listen to scared mom.
PS after spending a half hour chatting I was redirected to a collections agency for an account that was opened without giving me the terms or prices I was quoted. I spent about 45 minutes on the phone with two employees and a supervisor. This is how you guarantee a customer will not be in loyal to your company. In less than 90 actually in exactly 73 days Sprint has lost a customer and we know one bad review is more damaging than 100 compliments I stayed with At&t for more than 20 years and have been with Verizon for 4. Shame on you during a national pandemic cutting communication between a child with a disability and a mother with a chronic illness.

Sprint has gone down hill exponentially over the last year. Between cellular data not working, website issues, and incompetent support I will be leaving as soon as I can. No matter how much support I try, they all go through the same steps (which do not work) and they keep transferring me to new people who I then have to explain the issue to all over again.
On top of that, sprints website hardly works at all. It gets stuck in an infinite loop when I try to sign in, the website just reloads the page without signing in. I am unable to make any changes to my plan or service as well.
I am tired of spending 3 or more hours with sprints tech support just to be told that everything appears working, when it clearly is not.
To top it off, they only give the best deals on new plans and devices to new customers. Why give your loyal customers like me who have been with you for over 5 years when you can ignore us, give new customers priority, and let the quality of service and support fall completely flat.

Sprint is continually adding random charges to my bill calling it 3rd party costs
If I call them they can’t even tell me what it’s for when we signed up for sprint they lied to us in the store about the promotions that were going on and a long list of other stuff and after going back to them with the first bill. They say the person that helped us no longer is working with sprint Hmmmm funny I have an official typed up paper with all the quotes and there was nothing they could do. O yea money back. Sure can I get my phones that I traded in for a credit. Nope sorry can’t help there Worst costumer service ever on top of that

The company customer service representatives are HORRIBLE they have no respect for customer.

Don't go to the Sprint store in Saugus, Ma.
They will promise all kinds of savings and its truly all lies. I was promised that my bill for 2 phone and and Ipad that I didn't even wanted was going to be $170 dollars a month, but the bill has been between $230 and $260 every month, when I went back to complain the employees blame each other but now I am stuck with that high bill.
I am writing this to inform people and I am also reporting them to the Attorney General's office.
Stay way from the Saugus Ma, Spring store.

My account was hacked and 3 lines were effected. The hacker took over the lines and switched numbers on them so I could not call or text from those 3 lines for 2 days. I called Sprint and reported the issue. After 6 hours on the phone with Sprint representatives my lines were recovered. It took 24 hours before we could use the lines that were recovered. I asked Sprint what they would do since I was without phone usage of those lines and they said nothing. Representative Jemual had the nerve to say that my lines were still active. I told him that 3 lines were switched. He said that Sprint could not do anything. I told him I have been with Sprint for over 16 years but he did not seem to care. Customer Service is not something Sprint does well. I would stay away from sprint if you are considering switching carriers.

I signed up by phone, with assurances my number would not be ported until I received the SIM card in three days. They ported it immediately, leaving me without service. 5 hours in unhelpful chat when they refused to release my number to a new carrier. I canceled it immediately, never having a moment of Sprint service. They billed my credit card, despite their automated system showing that the account had been canceled. The refused to refund my credit card, insisting that I wait for a future date for them to complete their records, and trust them to send me a refund check at some point.

I received the worst sales rep. Imaginable! Trying to switch from Verizon to sprint. After 45 min. Call I was told I would be contacted back, 3 days later no call. I called and rep was so rude I hung up. I'll pay more with Verizon than tolerate this!

If I could leave zero stars, I would. I’ve been a loyal sprint customer for 10 years and have always raved about never having any problems, besides the usual no service in the same places as everyone else. I went into this Sprint because my brother, on my plan, broke his phone. His old phone had already been paid off so he was due for an upgrade. During this process, they told me that FOR FREE, I could take home an MRC tracker. We don’t need it, but since it was free, sure why not. Then they tell me since I had been with sprint for 10years, I also qualified for a $200 credit on any speaker they had in stock. Again, not needed but sure, why not. I chose one for $135 to avoid paying any difference of the costs. I paid the taxes on them and by the time my brothers phone shows up on my bill, I notice these items also listed under equipment, along with my brothers new phone. I also check my documents on my account and there are fraudulent lease agreements for both items. One document even has signed initials that aren’t even the right letters. I had called Sprint customer care but they were no help. They advised me to go to the store since they had offered me the “free”items. I go there to talk to the manager and he basically tells me it went up because of taxes. “Everything was bundled up because you would have paid that much, with or without the given items.” My bill clearly states an increase in taxes AND equipment for the 2 items they told me were free. The items are an additional $14 on my monthly billing, totaling their full price by the time they’re paid off, according to the fraudulent lease agreements they added to my account. This is so stressful for me and so unfair for them to dismiss me like I have no reason to complain. I had just upgraded my phone last August and never had any issues. I’ll take this loss and once everything’s paid for, I’ll move to a different company. So much for my 10 years of loyalty. At this point, I don’t expect a refund or to get this issue fixed. I just hope another person doesn’t get hit with this scam.

The worst, money hungry company. I just purchased my phone so that I could stop paying monthly with the idea to cancel service because sprint has horrible service that only works on wifi anyway. The woman who assisted me in purchasing my phone told me that she could change my plan like x, y and z to make it cheaper per month instead of canceling my line of service. She quoted me a new bill of $176, ok fine better than the $320 I paid per month perviously. New bill comes and its for $204, so I call to find out why, only to find out that there is no way my bill could have ever been $176 because after all the lines on my account, plus insurance, the bill comes out to $181 ad thats before taxes. So why was I quoted a bill that was never going to be possible? I got pissed and decided to proceed with canceling my line which is what I originally intended on. Now making my bill $126 per month. Cut to, a few days later, walking the dogs in the park and I lose my phone, of course! Just paid it off, no insurance, line is set to cancel in a few days and now no phone. I noticed immediately that it was gone and tried to retrace my steps. I couldn't find it so I used my husbands phone to call Sprint. I'm not sure why they even bother to ask for a call back number because a few minutes into trying to secure my lost phone, the call drops, no surprise there. The woman, Queen, I was speaking to did not call me back, although the noted my account with her call back attempt which is a lie because there was never a call back from Sprint on my husbands phone. The second woman I spoke to instructed me to go on android.com/find and login to my gmail to try to track phone. My gmail has a 2 step verification that sends a code to my phone which was lost so that was useless. And also, at this point, I was back at the park trying to retrace again. So I had to leave the park, come home and try to track online. ONLY to find out that once they secure your phone, you can no longer trace it. WHY wouldn't she have told me before hand, ma'am have you tried to track it yet? If you secure the phone you will not be able to track it. That would have been helpful to know. With all of this back and forth, an hour has gone by. And that is the last ping to my phone before it as secured, which shows that it's still in the park. The woman I was speaking to transferred me to a supervisor for additional help, his name is Roel, his solution to me was to upgrade my line, because he could see that I was currently eligible for upgrade. But decided to not also see that my phone was just purchased outright an that my line is set to cancel. Of course the solution offered is for me to spend more money making Sprint rich. I couldn't believe that this is what I was being offered so I asked to speak to his manager. After several holds, I speak to a woman named Reina, she agreed that I should have been told that securing my phone would make it untraceable and that the supervisor should have had better sense than to offer me such a stupid solution. As far as unsecuring my phone to trace it, that request takes 48-72 hours. My phone is not water proof and by then will be dead so what help is that to me? The only solution given was $100 off my bill. And that an incident report was being escalated to the back office because I mentioned that I would be making this complaint on Revdex.com. Which won't matter anyway because as you can see, Sprint PCS has only 1 star on here with hundreds of customer service complaints. That tells you that Sprint just does not care, AT ALL! The only thing I can trace is my incident report as I was given a reference number and told that someone from the back office would be calling my husbands phone to offer me any other solutions available after I guess reviewing how awful this experience has been. The most annoying part of all is that everyone you speak to at Sprint says "I'm so sorry to hear that ma'am" about a hundred times as if being polite is supposed to help me find my phone. What would have made sense to say was advising me that securing my phone would make it untraceable in which case I would have decided to hold off after searching to park again. That would have been incredibly helpful instead of "I'm sorry". And do you really think that your customer thinks the Sprint employee is sorry? The worst service all the way around. Worse phone service, worse customer service, on every level, from the first person you speak to, to the supervisor to management. Like thanks for $100 bucks off but that helps me tomorrow, when my bill is due, does not help me today when I need it. A customer with Sprint for almost 10 years. Your money is better spent anywhere else, I promise you!!!

Sprint is a horrible company. I spent nearly an hour on the phone yesterday which ended with a representative telling me my account is cleared. (Not my first call about this matter.) Then I get the email sent by that same person which does not state what they told me. The error was on Sprint’s side, having to do with charging me for equipment I had previously returned. On top of that, we were charged too long for the equipment, so Sprint owed me money. To top off their complete incompetence, I have a letter from a collection agency for $26. Now I have to fight that. T-Mobile is suppose to merge with Sprint...they are inheriting very poorly run IT and customer service departments.
The reason we cancelled in the first place was because they could never get my billing address straight for over a year, despite my going into the store numerous times and spending many hours on the phone with them.

Sprint migrated my plan without my consent or authorization because they retired the old plan. They say they sent an e-mail but, I either never received one or it went into my junk box. Frankly, this is scam-like behavior of a 3rd-world-type institution. There needs to be a system in place that forces customers to log-in and confirm a plan change. Anything less is just straight-up fraud and scammy.