Sprint Customer Service Issues

Archive 2

The following are issues that customers reported to GetHuman about Sprint customer service, archive #2. It includes a selection of 20 issue(s) reported May 30, 2018 onward. If you have a similar customer service issue, this page will help you find current, up-to-date answers and solutions too.
I urgently need my Sprint Galaxy S5 phone unlocked. I am no longer a Sprint customer and was assured my phone would be unlocked within 24-72 hours on 5/25/18. Despite paying outstanding amount on 5/25, my phone remains locked and I have not received any email confirmation as promised. After contacting Sprint customer service multiple times, I was given a code that did not work when trying to unlock with my new carrier. It has been 5 days since my initial request, and this prolonged delay and poor customer service experience are unacceptable. Please unlock my phone promptly. Thank you. - Geoffrey Fisher
Reported by GetHuman-fishergc on Wednesday, May 30, 2018 11:43 AM
I have attempted to cancel my Sprint service multiple times. Firstly, about two months ago, I spoke with a representative who assured me that my line was canceled, yet when I went online to pay my bill, it was still active. On the second try, during a chat with another representative, I was informed that I couldn't cancel without bringing the phone in for assessment to determine termination fees. This procedure seems incorrect since my contract has ended. The line belongs to my daughter, the phone is no longer functional, and it has been unused for approximately two months, but I am still being billed. I simply need one line canceled. Please assist me with canceling the number [redacted] under James Cooper Jr/Sarina Cooper.
Reported by GetHuman-sarinaco on Saturday, June 2, 2018 8:31 AM
My first Sprint phone bill totaled $[redacted], including extra charges and service fees for starting the account. The second bill nearly reached $[redacted] due to unauthorized add-ons stemming from a potential hacking incident on my phone, which has since been confirmed; I am meant to send my phones in for replacements. However, I am being charged additional fees for unauthorized items. Within 14 days, I upgraded my phone in-store by paying an extra $[redacted] to expand the storage. I have received four prorated amounts which exceed what was expected. I am being billed for a public or personal IP without authorization, and the amount is significantly high. My bill for the second month was meant to be around $[redacted], and I am working on resolving these issues. Unfortunately, I have only been connected to international customer service, which keeps inaccurately reiterating my concerns without a solution. I am frustrated and seeking assistance from a domestic representative promptly to address these matters as my phone's functionality is compromised.
Reported by GetHuman-humptyd on Thursday, June 7, 2018 12:43 AM
We have 5 phones under our account with Sprint for the past 14 years. Recently, I reported several issues and spent a considerable amount of time troubleshooting with an agent. The agent credited our account $40 initially for the inconvenience and an extra $10 for my time. I requested a Supervisor call me but have not received any follow-up after a week and a half. Last night, when I called, a representative from Guatemala offered a $50 credit due to ongoing issues, but the call got disconnected, and the credit was not applied. I work in customer service, and such treatment to a long-time customer is unacceptable. I hope to hear back from Sprint soon regarding improving our service. My email is [redacted]. Thank you.
Reported by GetHuman762024 on Friday, June 8, 2018 2:04 AM
In December, I upgraded my phones and cancelled one line, replacing it with a new number ending in [redacted]. My understanding was that I could keep my old plan on both phones, but every month, the new line defaults to an unlimited plan, which is not what was agreed upon. Despite multiple calls over six months and temporary $30 credits, my bill remains high at $[redacted] instead of the expected $[redacted]. I've been assured this would be resolved in previous calls, but the issue persists. I may have to cancel my service if this is not rectified promptly. The last assurance I received was a month ago that this problem would not reoccur, and my bill should be $[redacted] for both phones per month. I request that this situation be addressed promptly.
Reported by GetHuman-skiandru on Friday, June 8, 2018 2:05 PM
Hello, Sprint! I have been a loyal customer for over a year, but recently I've encountered billing issues. Although I updated my debit card information, I was still overcharged. Customer service mentioned it's just how it is, which doesn't seem fair. This has happened before, and it's frustrating. My usual bill is $54.19, but last month it was higher, and this month it's $64.43. My bank flagged these discrepancies, and when I inquired about being informed of the changes, I was told an email was sent, yet my email wasn't on file. I prefer clear communication and resolution before extra charges occur. Please review my payment history and contact me promptly to resolve these inconsistencies. I value honest service and hope to address this promptly. Thank you for your attention to this matter. - M.D.
Reported by GetHuman768493 on Sunday, June 10, 2018 8:48 AM
I am extremely frustrated with Sprint at the moment. I spent over an hour on the phone with Sprint's customer care department, trying to get them to honor their commitment made during a conversation on June 4 regarding a significant issue with my Galaxy S9, which I purchased in March [redacted]. They promised to send me a new device within 3 to 5 days, but as of June 12, I have not received anything. My phone has been malfunctioning - the power button and volume buttons are not working properly. Despite spending a total of 3.5 hours on the phone since June 4, no resolution has been found. I have cooperated fully with Sprint but am tired of the lack of progress. I just want a working phone. Please fulfill your promise and send me a new S9 device promptly as initially agreed. If this issue is not resolved, I will consider taking my business elsewhere. Sincerely, A Disappointed Sprint Customer
Reported by GetHuman-acscbs on Tuesday, June 12, 2018 10:52 PM
I am facing the distressing situation of identity theft, leaving me and my children vulnerable. My husband was wrongfully accused of crimes, leading to his deportation. Consequently, I have been left devoid of essential belongings and assistance. The breach of my Apple ID, bank accounts, emails, and social media, as well as the theft of my Sprint account connected to another iPhone, has heightened my fear of being wrongfully associated with fraudulent activities. This has put me and my children at risk, and I am in desperate need of aid. I am apprehensive about the potential repercussions and concerned about losing custody of my children due to the false narratives circulating around me. I deeply appreciate any support and guidance offered during this challenging time.
Reported by GetHuman-mckusick on Wednesday, June 13, 2018 12:27 AM
On June 5th, I visited the Sprint store in Springfield, PA to switch plans to the 55+ option. Despite encountering issues with the security questions, my son had to step in to open the account. Following the unsatisfactory experience, I reached out to customer service and spoke to James and April. April provided me with confirmation number #[redacted] and advised me to revisit the store for the plan change. Unfortunately, upon returning, the store had no knowledge of the situation, prompting me to contact customer service once more. The conflicting information received left me confused - I was told to either wait 60 days to reapply or have my son cancel the account he opened. All I wanted was the 55+ plan with my son included. The store's lack of restroom facilities during my extended visit, along with the incorrect account name for my son, exacerbated the situation. I hope to have the plan switched to 55+ for me, Carol Hilliard, at [redacted] Houston Rd Lansdowne, PA [redacted], and add my son, Joshua Donohue, at [redacted] Cricket Rd. Secane, PA [redacted]. Contact information provided: Carol # [redacted], Josh # [redacted].
Reported by GetHuman784070 on Thursday, June 14, 2018 3:16 PM
I need help activating two lines on my existing account. Despite spending 3 1/2 hours trying to get assistance last night, my calls kept getting disconnected without any callbacks. I have my own devices and new SIM cards ready. Can someone from the sales department, preferably a senior agent or manager, assist me? The tier one employees couldn't grasp the problem or provide the necessary help.
Reported by GetHuman790460 on Saturday, June 16, 2018 1:51 PM
I recently leased an Apple Watch through Sprint. Unfortunately, the screen cracked and I reached out to Sprint customer care for assistance. After a prolonged wait time and multiple transfers, I was informed that I needed to contact Apple for support. Surprisingly, Apple stated I did not have Apple Care for my watch, despite my understanding that it was included since I leased the device. Apple quoted $[redacted] for the repair and suggested I ask Sprint for my receipts. Upon contacting Sprint again, the representative was unhelpful, making me call Apple once more before abruptly ending the call. This experience has left me extremely disappointed, especially since I have been a loyal Sprint customer for years. I am now reconsidering my choice of service provider due to this frustrating ordeal. I hope to receive a response addressing this matter.
Reported by GetHuman802069 on Wednesday, June 20, 2018 2:07 AM
I am experiencing issues with the email-to-text functionality. Here is the problem I am facing: 1) I send an email from my PC to @messaging.sprintpcs.com with the specified data: Subject: "My Subject" Body: "My message" 2) I receive an SMS on my cell phone with the correct subject and body. 3) I reply with the message "Hello" from my cell phone. 4) I now receive an email on my PC with an empty subject and "Hello" text in the body. I expected to receive an email in step 4 with the subject "RE: My Subject" and the text formatted as follows: "Hello -----Original Message----- From: To: @messaging.sprintpcs.com Subject: My Subject >My message " I remember it used to work this way before, why is it not happening anymore?
Reported by GetHuman-vitalys on Wednesday, June 20, 2018 6:02 PM
On January 18th, I added 3 lines to my account, purchasing 2 new iPhones and paying off a 3rd line. Despite this, I have been facing consistently high bills. I recently discovered that I was still being charged $55 per month for a line that I was not using because I didn't know I had to call and cancel it separately. I assumed that it would be automatically canceled when I paid off the phone and terminated services. I believe I deserve a credit for the 5 months I was charged for this unused line. I have been a loyal customer of Sprint for a long time and would appreciate a refund for this oversight. I canceled the unnecessary 3rd phone line last Friday. The phone numbers currently in use are [redacted] and [redacted]. Please investigate this issue using verification number [redacted] and the password "Monterey." I am hopeful that you can address and resolve this matter promptly. Thank you, Pam Luke.
Reported by GetHuman827606 on Wednesday, June 27, 2018 11:07 PM
I recently sent a message regarding my issue with the screen being very dark despite having 99% charge. When I was supposed to receive a code, I did not get it. Eventually, at 12:50 pm, I received 10 messages all at once. These automated responses are not helpful as the system I was using got disconnected. I am very frustrated with Sprint’s inefficient responses and I am considering switching providers due to the lack of support. I believe the new CEO is not managing the company well compared to the previous one. I hope they bring back the former CEO to improve Sprint's services. I would prefer a phone call over these ineffective text messages. - Walter SedlacekO
Reported by GetHuman829904 on Thursday, June 28, 2018 5:10 PM
I need assistance removing the password requirement from my voicemail with Sprint. I spoke with Sprint last week, and they provided steps to change the password but not to delete it entirely. I did not see an option for "skip passcode." Can someone help me with this issue? Here is an excerpt from my chat with Sprint: Chat ID: [redacted][redacted]8 DATE/TIME: [redacted]-06-29 13:55:29 Sprint: We have your information and will connect you with a Chat Specialist shortly. Simon G: Hello, how can I assist you today? Please provide details, and we can start. You: I do not need tips while waiting. Just give me the answer when ready. How can I remove the password from my voicemail? Simon G: Let me check that for you. Simon G: To remove the password, follow these steps. You: Can you reset it to "No Password Required"? My phone is an iPhone 4 with the number [redacted]. Simon G: Press 3 for Personal Options, then 1 for Settings, and 1 for Skip Passcode. Please try these steps. Thank you.
Reported by GetHuman-tinklenb on Monday, July 2, 2018 6:05 PM
I am experiencing significant service issues. My online connection speed is extremely slow, reminiscent of the dial-up era, making it challenging to browse the internet or transfer data. I've reached out to Sprint multiple times, but my calls often end with being placed on hold until the line disconnects, or with repetitive troubleshooting that doesn't solve the problem. The language barrier adds to the frustration as the representatives often do not speak English fluently, and due to my poor connection, I struggle to comprehend them during calls. Despite paying over $[redacted] monthly for three phones, a tablet, and a hot spot, the service remains subpar, and my issues unresolved. Interestingly, when my bill payment is delayed, I receive calls from English-speaking representatives promptly. This discrepancy is disheartening, and I feel immensely dissatisfied with the situation.
Reported by GetHuman-angelacp on Tuesday, July 3, 2018 4:06 AM
I previously filed a complaint on this website. Despite no resolution up to the present time, I will not be making a payment as advised by my attorney. I believe I have been dealing with these issues for 7-8 months, paying for services I should not be. This is due to a Sprint store not following the rules and restricting phone purchases. As a disabled individual caring for my 93-year-old father, I am frustrated and exhausted. Any service interruption may lead to legal action. I have sought guidance from an attorney and contacted the Better Business Bureau. I will be sending a certified letter outlining the details mentioned in my complaint dated July 2, [redacted].
Reported by GetHuman843364 on Wednesday, July 4, 2018 4:48 AM
I spent over 2 hours on chat, only to be transferred to finance and then disconnected. I can't reconnect to my chat now. My phone is off as I was waiting to sort this out before paying the bill. I spoke to the chairman two days ago, he promised a call yesterday, which never came. Jesse from chat said they would call today, but I can't answer without my phone. I was sent to finance for help or an extension, but now I lost my chat and can't call back. What should I do now?
Reported by GetHuman866146 on Tuesday, July 10, 2018 3:05 PM
I have an issue with Sprint. I would like to upgrade my phone from this LG6, which I find unsatisfactory. I was unaware that this phone would not be eligible for an automatic upgrade like the Samsung Galaxy phones are after a year of service. My daughter, LT, has been the primary account holder for almost 12 years, but I am solely responsible for paying my bill each month. I find it unfair that the phone balance on the LG6 is preventing me from getting a new phone, especially when I see that the Samsung phones on my daughter's account are not under the same restrictions. I am considering terminating my service on my daughter's account and switching to a different phone carrier.
Reported by GetHuman866942 on Tuesday, July 10, 2018 4:38 PM
I am Theresa Fox. I am facing issues accessing my account due to forgetting my security code and PIN. In June, a payment was deducted for my bill, which I settled on July 6th. Surprisingly, on July 12th, an additional $[redacted] was withdrawn from my account without explanation. Despite contacting Sprint for assistance, I am receiving vague responses and being redirected. Sprint inaccurately claims notifications are sent to my husband's phone, when in fact, they are sent to mine. I receive monthly text alerts regarding automatic withdrawals. I am frustrated by the lack of clarity on why Sprint withdrew extra funds after I already settled my bill. I can provide evidence of the notifications sent to my phone for reference.
Reported by GetHuman875232 on Thursday, July 12, 2018 9:01 PM

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