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Business Profile

Mobile Phone Service

Sprint Now Part of T-Mobile

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Mobile Phone Service.

Complaints

This profile includes complaints for Sprint Now Part of T-Mobile's headquarters and its corporate-owned locations. To view all corporate locations, see

Find a Location

Sprint Now Part of T-Mobile has 3409 locations, listed below.

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    • Sprint Now Part of T-Mobile

      12920 SE 38th St Bellevue, WA 98006-1350

    • Sprint Now Part of T-Mobile

      6391 Sprint Parkway Overland Park, KS 66251

    • Sprint Now Part of T-Mobile

      2506 Crossing Cir Ste C Traverse City, MI 49684-7955

    • Sprint Now Part of T-Mobile

      510 S Clinton St Grand Ledge, MI 48837-2296

    • Sprint Now Part of T-Mobile

      1886 14th Ave Vero Beach, FL 32960-0620

    Customer Complaints Summary

    • 3,669 total complaints in the last 3 years.
    • 0 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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    Complaint type

    • Initial Complaint

      Date:05/01/2022

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Sprint withdrew money out of bank account in December 2021, January 2022, February 2022, and March 2022 for a total approx. $842.00 Account was closed in October 2021. Sprint no longer had my ok to keep taking money out of bank account.All Sprint items were returned, and we have tracking number upon request.Over the last 2 months I have talked to several Sprint workers and supervisors and have been repeating told I would have money refunded and to this day nothing has been refunded. Upon request I have names and ID numbers of people I have talked to.Once account was closed in October, they had no right to withdraw money from account.

      Business Response

      Date: 05/13/2022

      May 13, 2022



      Better Business Bureau
      12639 **************., Ste. 200
      *****, ** ***** 

      Re:File 17129662
      Account XXXXX5478, ***********************
      Case 01888802

      To Whom It May Concern: 

      Sprint, now part of ******** (Sprint) is in receipt of the above-referenced complaint of ***********************.  We regret any inconvenience ************** may have experienced with his billing concerns.  We appreciate the opportunity to respond.  
      Sprint Installment Billing Agreement (IBA) is a device installment agreement that gives new and existing customers an affordable option to activate/upgrade to a Smartphone, feature phone or tablet.  Customers simply purchase an eligible device with no or a variable down payment, depending on device, and agree to monthly installment payments for each financed device.  There are no service discounts for devices purchased through Sprint IBA and at the time of purchase the customer will be required to pay all applicable sales tax against the Suggested Retail Price (SRP) as well as any applicable down payment for any device being purchased. 
      Furthermore, Sprint launched the Sprint Flex Lease program, an option that provides qualified new and existing customers the flexibility to lease select devices for a lower monthly cost versus purchasing the device.  Lease payment varies by device and a down payment may be required and varies by customer and device.  With a ********************** Flex lease option, Sprint owns the device.  At the end of the lease term, customers can continue to lease the device on a month-to-month basis, cancel the lease and pay the Lease Device Purchase Price (DPP) (please note that this option is not available in all states) to purchase and own the device outright, return it to us, or return it to us and upgrade to the latest device.  For further information regarding Sprint leasing options, please visit www.sprint.com/lease.

      Our records reflect ************** ported out his phone number ending in **** on October 19, 2021, which was associated with an active Sprint Flex Lease Agreement, TM-L-*********, for a ******* Galaxy A52 5G.  On November 16, 2021, line ending **** was canceled, which was associated with an active IBA, TM-*********, for a ******* Galaxy smartwatch.  The aforementioned actions resulted in the cancelation of ************** account.  As a result, the corresponding IBA and Device Lease Agreements were closed, and the account was assessed the accelerated cancellation charge in accordance with the terms of the Installment Billing Agreement.  Further, because we had no record of the leased device associated with Sprint Flex Lease Agreement TM-L-********* being returned, the account was assessed the Device Purchase Charge amount, in accordance with the terms of the Lease Agreement.  
       

      In addition to the above referenced equipment charges, ************** balance of $839.48 also consists of unpaid charges for services used and late payment fees reflected on his December 2021 through March 2022 invoices.  Because ************** account was enrolled in our **************** we attempted to collect the amounts reflected on his invoices between December 2021 and March 2022.  When a customer subscribes to have payments drafted via automatic payments, the customer authorizes ********************** to, on a recurring basis, automatically charge the debit or credit card account specified, or to automatically debit the checking or savings account specified for payments due on the Sprint account number shown above.  If an automatic payment is unsuccessful, the available card balance is returned to Sprint in the authorization process.  Sprint will collect a partial payment from the available card balance if the available amount is at least 25% of the original attempted payment amount and is at least $30.00.  

      Our office spoke with ************** on May 2, 2022, to address his outlined concerns and provided the information noted above.  During our conversation, we confirmed ************** devices were returned on November 26, 2021; however, because of a keying error, the account was not credited for the applicable device return charges.  To provide resolution, we applied a total account credit of $839.48 to offset the applicable device return charges.  Please note, a $350.91 refund was processed to ************** financial institution on file for a portion of the $839.48 credit balance.  The remaining $488.57 credit balance was processed via a prepaid credit card to be mailed to the billing address on record.  ************** accepted our handling of his account concerns.  We regret any inconvenience this matter may have caused **************.  

      Based upon the foregoing, we respectfully request that this complaint against Sprint be closed. 

      Thank you for bringing this matter to our attention.  If you have any questions, please do not hesitate to contact me directly by calling **************.  


      Sincerely,  


      ****************
      Executive Response  

    Sprint Now Part of T-Mobile is NOT a BBB Accredited Business.

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