Sprint Customer Service Issues

Archive 9

The following are issues that customers reported to GetHuman about Sprint customer service, archive #9. It includes a selection of 20 issue(s) reported May 14, 2019 onward. If you have a similar customer service issue, this page will help you find current, up-to-date answers and solutions too.
I recently switched to "SPRINT Bring Your Own, 1 YEAR FREE UNLIMITED PLAN" with an unlocked device and International Network Provider SIM cards in January [redacted]. However, my billing statements have been inaccurate, resulting in hefty charges for my supposedly free plan. Moreover, I'm still awaiting the "Return Kit" for the Mobile Hotspot R850, which was purchased with misleading information from a Sprint Customer Care Agent. Despite numerous attempts to resolve these issues through phone calls, live chat, and in-store visits, each interaction has been unfruitful. It seems that the customer service focus is on upselling rather than addressing billing concerns. I'm frustrated and hoping for a resolution to these ongoing problems. Please reach out to me to address my grievances. Thank you. Sincerely, Lisa S. [redacted] Clovis, NM [redacted]
Reported by GetHuman2922121 on Tuesday, May 14, 2019 6:04 PM
I am disappointed with Sprint Wireless' leasing terms. I signed up believing I could buy my phone after 18 months, but now I'm being told that's not possible in NY. No one informed me of this exception until now, leaving me feeling misled. I seek clarification on the law affecting this issue, a release from my obligations, and consideration of my predicament with other phones. I'll contact a lawyer for advice. The rushed agreement process on calls prevented me from noticing disclaimers for NY in the fine print. Had I known earlier, I would have opted to purchase a phone outright elsewhere.
Reported by GetHuman-kajimene on Sunday, May 19, 2019 3:35 AM
I am frustrated with Sprint's customer service. I have been experiencing a lot of issues trying to get help with my Galaxy s8 plus which suddenly stopped working. I need to switch back to my old phone, but customer service keeps asking me to verify my account via text on the broken phone. It's past hours, so I can't call, and the online chat directs me to verify by text as well. Dealing with them has been a nightmare, and I feel like they are not understanding my situation. I've wasted so much time with no solutions, and I want them to improve their service and compensate me for all the trouble I've faced. I am hoping to receive the Sprint drive device promised to me, a new phone, and at least a free month of service as a gesture to make up for their poor service.
Reported by GetHuman2974336 on Friday, May 24, 2019 6:51 AM
My wife, Carolyn, and I have been Sprint customers for about 3 years, with LG Tribute phones that have given us constant issues. Wanting better service and new phones, we are seeking a face-to-face meeting with a Service Tech and Sales Rep who have good communication skills. We feel we have overpaid for subpar service that is getting worse. We are ready to explore other options and would appreciate a prompt response. You can reach me at [redacted] or at [redacted]. Carol's phone is more functional if you need to reach us that way. Please contact us as soon as possible. Sincerely, Lyle (& Carolyn) Watson.
Reported by GetHuman2983748 on Sunday, May 26, 2019 1:00 PM
I recently leased a Samsung Galaxy S10 on my family plan for my daughter, L.P., but I am dissatisfied with the product. I find it less user-friendly than expected. I have been unable to send text messages for over 24 hours despite trying to follow Samsung's online instructions. Could you help me resolve this issue? Additionally, I have only had the phone for about 2 weeks and am considering exchanging it for another model. I am also unsure if I want to continue with Sprint as my service provider since I expected an instruction manual to be included with the phone.
Reported by GetHuman-eastonfb on Wednesday, June 5, 2019 4:43 PM
My sister-in-law is LeAnn Lee, and her account number is [redacted]53. Her phone number was [redacted]. Unfortunately, she has passed away. I took her phone to the Sprint store in Fargo, North Dakota at the end of April, and they discontinued the service. Her spouse is in a memory care facility and is unable to handle this situation. I am his power of attorney and need to have the billing discontinued. I am also a Sprint customer, and my phone number is [redacted]. I spoke with someone last evening, and another representative was supposed to call me this morning, but I did not receive a call. Can you please assist me with resolving this issue? Thank you.
Reported by GetHuman-vpalluck on Friday, June 7, 2019 11:44 PM
In April, my son, who is struggling with addiction, made unauthorized purchases of a phone and Sprint Drive on my account. Upon discovering these charges on my bill, I immediately reached out to Sprint to return the items, which have not been used. Despite multiple attempts to contact Sprint, including sending a letter to their address in Overland Park, KS, I have had no success. This situation has led to my service being restricted, despite me paying my bill minus the disputed charges. After engaging in a chat with a representative named Ruby, who assured me she would address the issue and restore my service, I received a call from a male representative stating that the items could not be returned due to their policy. Feeling misled by Ruby's assurances, I have been passed around to different representatives without a resolution in sight. The lack of service has persisted, and the ongoing confusion and inability to get a clear answer from Sprint has left me frustrated after being a loyal customer for 15 years.
Reported by GetHuman-tscreaso on Saturday, June 8, 2019 6:49 PM
My phone froze and reset, erasing everything. I was promised by a representative that my plan would be reduced and that I would receive 5G, which would provide more phone storage. I spoke with a representative named Malik LK158919 who confirmed that the upgrades promised on June 7, [redacted] were not fulfilled as stated by the previous representative. Despite being reassured that all calls are recorded, only my side of the conversation seems to exist. I feel misled and frustrated. I am considering legal action for false promises, emotional distress, and the financial burden of paying for a phone I returned but is now missing.
Reported by GetHuman3060526 on Monday, June 10, 2019 3:21 AM
I am disappointed by Sprint's refusal to replace my new iPhone XR, despite having paid for Sprint Complete insurance. It has been a month, and despite having a police report, I have not been able to find a proper place to send it. I have spent hours on the phone with over 50 customer care representatives and even involved the BBB, but no one seems to care or provide a valid reason for the denial. As a single mom and a loyal customer of over 12 years, this has been a frustrating experience. I am struggling financially after a recent divorce and being disabled, and the fact that Sprint charges for insurance but won't honor it is disheartening. I wish I had the means to purchase a new phone, but unfortunately, that's not the case. Even though the phone was intended as a gift for my son at UT, their policy about logged calls is affecting the replacement process. This situation has left me feeling helpless and undervalued as a customer, especially considering the numerous phones I have purchased from Sprint in the past. I hope for a resolution soon so my son can have a phone while in college, as the current situation is causing unnecessary stress during an already challenging time.
Reported by GetHuman3072321 on Wednesday, June 12, 2019 12:39 AM
During a difficult time after the passing of both my parents, I had to cancel a payment with Sprint. Despite this, Sprint processed the payment which caused a payment made for my mom's services to bounce. Consequently, my mom's services were canceled until the situation was fixed, leading to additional expenses. Due to the time taken off to deal with this, I lost my job on May 17th. I've been trying to make payments to Sprint, but when I couldn't make a scheduled payment, they weren't willing to work out a payment plan. I've been a customer with Sprint since [redacted] and would appreciate help to understand what happened and to make suitable payment arrangements.
Reported by GetHuman3077555 on Wednesday, June 12, 2019 10:22 PM
Three months ago, I paid over $[redacted] to settle my iPhone 7 and upgrade to the Xr. For the past two months, I've paid $[redacted], believing that was my bill after the upgrade. However, my phone is now disconnected, and I owe $[redacted] due to a bill of $[redacted].25 with accumulating late fees. Despite being a loyal customer for three years without any prior issues, I never received a notification that my bill was not paid in full. If I need to pay the $78 to reconnect my phone, that's fine, but I am puzzled about the remaining amount as I was not informed about the shortfall in payments. I would appreciate your assistance in resolving this matter.
Reported by GetHuman-jimyontz on Friday, June 14, 2019 7:22 PM
I recently visited your Sprint store on Mary Esther Blvd in Fort Walton Beach and had an unpleasant experience with an employee named Leslie. She exhibited poor customer service skills and was rude and unhelpful throughout my visit. This encounter has led me to understand why this particular store has a low rating. As a longtime Sprint customer of over 15 years, encountering such behavior was disheartening. I hope this feedback reaches the corporate office so that they are aware of the negative impact employees like Leslie can have on the customer experience.
Reported by GetHuman-mamatash on Wednesday, July 3, 2019 6:30 AM
I live in a small city surrounded by larger cities and my Galaxy S5 had signal issues. The store said it was the phone, so I bought a Galaxy S7. Within a year, it overheated and shut down. Repairs only changed the battery, and I was given a flip phone as a loaner. After a long wait for a smartphone loaner, Assurian sent one when the motherboard was replaced. The signal problems continued, with daily updates needed. Even after the screen was replaced, the issues persisted. Sprint suggested upgrading, but the problems continued. With no solution after sending it in multiple times, I've been with Sprint for over 10 years. No one at Sprint seems able to help, and despite paying off the phone, I'm hesitant to upgrade due to uncertainty. Frustration is pushing me to consider switching carriers.
Reported by GetHuman-bichenbe on Friday, July 19, 2019 1:27 PM
I recently purchased defective phones from a store to help deplete their old inventory, along with two tablets and chargers that were supposed to be part of a sale. The employees mentioned a $[redacted] credit for my accessories from AAA, but nothing was reflected on my receipt. Despite being told my receipts would be emailed, I never received them. When I discovered my phone was hacked, Sprint had mistakenly activated all devices the same day in March, causing various issues. They also switched my phone plan without consent, resulting in additional costs. Moreover, Sprint wrongly activated my device line services before the agreed date. They made unauthorized changes to my sprint.com settings, billed me incorrectly for services like Safe & Found, and placed all items on a contract without the promised discounts. I have had no luck getting repairs or replacements for the damaged devices, and Sprint is not addressing the billing errors from fraudulent charges to duplicate late fees despite my long history with them since [redacted].
Reported by GetHuman-rosaqgfa on Sunday, August 4, 2019 11:15 AM
I recently signed up for Sprint phone service at Walmart and I cannot locate my pin. I received a bill of $[redacted] from Sprint and another notice from a collection agency, which is the first time I'm hearing about this bill. Despite multiple attempts to resolve this issue with Sprint by phone, they require my pin to discuss the bill. They suggested visiting a Sprint corporate store, but it's a long drive for me. I am willing to pay the bill, but I need clarification on what it's for. I am frustrated as they are not cooperating or offering alternative ways to verify my identity.
Reported by GetHuman-bythestl on Friday, August 9, 2019 12:25 PM
My car recently broke down and had to be towed to the shop. Today was the payment deadline, but due to the unexpected situation, I couldn't make the payment on time. I may not always pay on the exact due date because I am a caregiver for my disabled daughter and granddaughter, and having a working phone is crucial for us. I have always made sure to pay my bills promptly, just not always on the specified date. Unfortunately, when I reached out to customer service, I was informed that I couldn't make the payment on August 30th as requested. I sincerely hope to find a resolution as I really need my phone to avoid any disconnection issues.
Reported by GetHuman3437249 on Friday, August 16, 2019 11:10 PM
I'm here to share my frustrating experience with Sprint. Despite several confirmations from them acknowledging my deceased father's account status, I received another bill for his line. My latest bill for the billing period of July 18 to August 17, [redacted], shows a balance of $2.59. In my previous interactions with Sprint, they assured me that the account was settled with a zero balance and mentioned reporting it to the credit agencies. However, they couldn't provide any documentation and advised me to contact the collection agency. The reference number for our conversation with Sprint is i[redacted].
Reported by GetHuman3460140 on Wednesday, August 21, 2019 3:24 PM
I have received a bill that is incorrect and appears to be fraudulent. I spent an hour on chat yesterday and was transferred three times. I added a line to my account when I upgraded my phone to get a free iPhone XR for my dad. I set it up to share my unlimited account and only pay $10 for the second line, but the bill is charging me for an entire second account. I have copies of all my past chat logs and recorded the live calls. I refuse to pay for these erroneous charges. Dealing with agents who struggle with English and make false promises is exhausting. If necessary, I am prepared to pursue legal action through small claims court. This issue will not be overlooked or ignored this time.
Reported by GetHuman3495966 on Wednesday, August 28, 2019 2:18 PM
My phone service has been cut off every other day, today being the third time in less than 13 hours. I suspect my identity has been stolen and my name misused. Despite updating my email, I am still receiving messages at [redacted] I am deeply concerned for my safety. Please review my account notes and offer immediate technical assistance to address this matter. I plan to contact the DHS and report this incident to the IC3 for criminal charges. Thank you for your prompt attention to this urgent issue.
Reported by GetHuman3500194 on Thursday, August 29, 2019 5:39 AM
I am having ongoing issues with Sprint regarding a phone that I returned and was incorrectly billed for. Despite numerous attempts to resolve the situation since May, multiple representatives assured me it would be taken care of, but the charges persist on my bill. From Rhonda K.'s acknowledgment of Sprint's mistake to promises of credits on my bill from various chat reps such as Jayson C., Lance, and Sherilyn, the issue remains unresolved as of now. I am troubled by the lack of action on Sprint's part, and frustration is mounting as I continue to seek a resolution for this erroneous charge.
Reported by GetHuman3596774 on Monday, September 16, 2019 2:56 PM

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