ComplaintsforC Spire

• Initial Complaint

  07/05/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have been a customer for 17+ years. I went to add a line for my daughter. I was told that, since I already had a family share plan, adding a new line would not raise the price- Im fact, it would be $20 cheaper (multi-line discount). The new phone for her was free. I was not told it was a refurbished phone (I found that out later when reviewing my account online). The phone being refurbished was not disclosed; I thought it was new. I added a watch for her, which is $15/month (still keeping my bill approximately what it was before). I am a single parent and monitor my budget very closely. I cannot afford to overspend. I asked the associate repeatedly about monthly costs, explained to him that I am on a single-parent budget, and listened to him tell me over and over how my bill would not increase. Now, after seeing my bill, I see that it has almost doubled. Instead of the $101 I paid before, its now $195 (before taxes/fees). I cannot afford to pay that for the next 36 months, which is the life of the contract. I went to the company, explained the situation, and was told they couldnt help me. Theyll talk to the associate about understanding pricing moving forward. They also *may* be able to take the devices back and remove them from my bill, leaving my daughter without a phone, which she needs for school and church sanctioned travel (clubs, competitions, camps, etc.).

  

  Business response

  07/09/2024

  Thank you for contacting us regarding your bill concern. I have spoken with the manager of the store. At this time, you can return the equipment for a refund. We do have less expensive options available with our prepaid service that *** better fit your needs. Our prepaid plan options start at $30, $25 if you sign up for autopay. There are also back to school deals available on phones. We are unable to offer the service you currently have at a lower cost.

• Initial Complaint

  06/10/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Former owner of my home passed away prematurely about 3 years ago from COVID. Cspire keeps sending me a monthly bill addressed to him. Since purchase I pay all the CSpire services. I have contacted them at least 6 times with the fact he is dead and that they can cease sending monthly bills to him for a service no longer provided. His widow has also contacted them several times. I have now had to deal with 21 pieces of mail from them. I have contacted them and been told they have no ability to stop sending these bills ???? This is absurd. I am planning to start forwarding them to CSpire CEOs home address for him to deal with these every month. Can you get this company to have a more suitable, practical, efficient, and ethical response to this problem? Given many die, I assume others have the same interminable experience.Thanks,****

  

  Business response

  07/08/2024

  Thank you for contacting us regarding your concern. Per our conversation, you were not able to locate a bill to provide me with the account number so we could get the mail stopped. We also discussed you wringing "return to sender" on the bill statements so we will receive it back and stop the mail from being sent out going forward. Once you are able to locate a bill statement or if you receive another one, I have also provided you with my contact number to reach me so we can get this issue resolved as quickly as possible. 

• Initial Complaint

  05/31/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I went into a cspire store in May at the ****************** and tried to change my service from att to cspire, when the rep pulled my credit said I had 2 old account that's was owed on and was in write off status, the rep call collection and the rep she talked to in collection said that she would remove the one account that was 1700 dollars well today May31 I called and was going to change and the rep *** called the collections and said that the account was not supposed to be removed and was gonna have to be put back I am very upset with cspire and i want this issue resolved cause I was lied to it was there mistake and it should not have been put back on my accounts. I need someone in the executive office to call me asap at the number listed.

  

  Business response

  06/06/2024

  Thank you for contacting us regarding your concern. Your account has been reviewed by the manager of the collections department and your balance is not eligible to be removed as the charges are valid. If you have any questions, please contact our collections department at ************** to discuss this further. 

  Customer response

  06/06/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: 21784751

  I am rejecting this response because: I was promised that one would be removed cause they are in write off status. 

  Regards,

  *******************

  

  Business response

  06/10/2024

  Thank you for reaching out regarding the write off status of two accounts in your name. One write-off balance has been removed, leaving a remaining balance of $797.44 that is due. This balance will not be waived and can be paid by with a credit/debit card or by paying in cash at your local C Spire store.  Thank you for your time and attention in this matter.

  Customer response

  06/10/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

  Regards,

  *******************

   

• Initial Complaint

  05/31/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Business is charging customers to pay the bill with a card and charging a customer for getting a statement in the mail . This is crooked and they are doing the customers wrong.

  

  Business response

  06/06/2024

  Thank you for your feedback. Effective April 30th a convenience fee of $2.99 has been added to all one-time credit card payments made on your account. The great news is the fee is completely avoidable by enrolling in autopay or using your checking account information (ACH) to process one-time payments. Our records show your account is enrolled in ebilling which can be removed at any time. We do not charge our customers for receiving paper bill statements in the mail. This has always been free, however when you opt to enroll in ebilling and autopay you will receive a monthly discount on all eligible plans. 

• Initial Complaint

  04/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On March 7, 2024 at 9:20am my ADT video doorbell camera took video of a representative of C-Spire leaving a door knob brochure explaining construction is underway for fiber cable to be laid in the community. The brochure states the utiltities like gas and water will be marked by the city of Foley. It also states that C-Spire will dig small holes to allow structure placement. The brochure also states and reassures the homeowner "don't worry. Once we're done, we'll put everything back like we found it." But it says nothing about C-Spire bring their heavy equipment up into my yard, which destroyed portions of my lawn, and compromised the leveling of a small porton of my yard. This company put it upon themselves to encroach on my personal property without my permission and brought their heavy equipment right near my front bedroom without my knowledge or permission this equipment would be a liability to me as a homeowner.

  

  Business response

  04/25/2024

  Thank you for contacting us regarding your concern. One of our Team Leads from the Fiber group has attempted to contact you via phone with no success. She sent an email explaining that construction will be completed by April 30th. We sincerely apologize for any inconvenience the construction in your area has caused. We will make sure your yard is repaired to your satisfaction at that time. If you have further questions or if you would like to speak to the Fiber department directly, they can be reached at 855.438.1009.

  Customer response

  04/25/2024

  A small area of the front yard needs leveling back to the way it was before they brought their heavy equipment on my yard.  There was communications between me and an employee of C-Spire, but the young man was not serious about fixing the damages C-Spire did during their installation of the fiber cable did to my yard.  This young man would say he would be out to fix the problem - but would never show up.  He did this several times, knowing he was lying to me.  The telephone number of this C-Spire employee is ************.  I have attached the communications between the C-Spire employee and myself.  

• Initial Complaint

  02/21/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Upgraded my phone and plan in Nov. on website. new phone would not activate because they had added a new line and # to my account. Dont know how that even happened. Called them immediately and was told they could not delete line and I had to go to store. Am travel nurse so not home much. Went 2 times and was told mgr was not there. Called customer service again and they refused to do so. Will have me paying $80 monthly for 32 more months.

  

  Business response

  03/06/2024

  Thank you for contacting us regarding your concern. As discussed, an upgrade was not completed when you attempted to upgrade your existing line on our website. A new line was created. I provided you with your options available (disconnected the existing line and keeping the device promo on the new line or disconnecting the new line and the full cost of the device would bill to the account and you could activate it on your existing line.  However, you advised me that you would visit the local store the following day to see the manager.As of now, that has not been done and both lines remain active on the account. 

• Initial Complaint

  02/07/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Yes on January 24 i went in to cspire to make payment of 200 i used my cash app debit card which i had did before with no problems however this day the payment was made deducted from mu card immediately and the sales person said it didn't show up as payment made,so the manager said it was error money should be back on card 24 to 48 hours it never came i they then told me ot was cash app to file dispute which i did cash app denied it due to they said transaction was complete on there end it went to cspire they sent me emails showing transaction id and there was no error it was paid to cspire to this day still no credit or refund from cspire they keep giving me run around i have went in store they said regional manager was going to look into it,as of feb6 they saying it didnt come nothing i can do so i wanna know who got the 200 dollars..please advise

  

  Business response

  02/12/2024

  The manager of the Customer Advocacy department contacted customer regarding payment of $200.00 that customer stated was taken from her Cash App card on 1//24/24 @ the Byram store. Explained upon further review the payment was not successful and therefore was not posted to her C Spire account. Customer stated that Cash App shows C Spire has the $200.00. Unfortunately, upon her payment review it shows the customer normally pays an amount of $295 - $303 monthly around the 23 or 24 and the payment of $200.00 is not applying. Advised she will need to speak with someone higher at Cash App to discuss the payment. We are unable to refund something that was not taken from her account. Advised if it was pending she would receive those funds back. 

• Initial Complaint

  02/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  C-SPIRE sub contractors dug through my front yard to install underground cable without properly covering and compacting the top soil and planting back the grass they removed . They also did not secure the concrete covering on the underground hole they dug, a major hazard. Please see the attached pictures. . This is the second time this has happed. This behavior is unacceptable.

  

  Business response

  02/08/2024

  Thank you for contacting us regarding your concern. We have created a ticket with an updated contact number and advised that our construction team will be in contact with him soon, CONSDAMAGE-16471. If you need further assistance please don't hesitate to contact our fiber department at **************.

  Customer response

  02/09/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

  Regards,

  ***********************

   

• Initial Complaint

  01/30/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I was and remain an existing CSPIRE fiber customer. ********************** was advertising and still is that if you are an existing customer and sign up for **********************, you will receive a $10 a month bundled discount on your wireless plan. I signed up for wireless in July 2023 as an existing fiber customer. I received the bundled discount from July to October. Starting in October, CSPIRE stopped crediting my account the $10 discount and charged me a prorated fee instead of the discount. I have called every month from October-January to get this resolved. I was finally told today that I can no longer receive the discount unless I upgrade my fiber speed to a more expensive plan. My contract does not stipulate that I have to have a certain speed on my fiber account to receive the bundled discount for wireless, nor does CPSIRE's current advertisement on their website for the same offer stipulate certain fiber speeds to receive the discount. It states you only have to be an existing fiber customer and sign up for ********************** to receive the bundled discount. CSPIRE representatives are currently telling me there is nothing they can do to adjust my bill or refund the over payments I have made since October and if I break my contract for wireless, I will be charged an early termination fee. I have asked to speak to a supervisor and I have been told each time that the representative is relaying the information from a supervisor and there is nothing that can be done to credit my bill unless I upgrade my fiber to a more expensive plan, which is not in my contract, nor is it what is advertised by CSPIRE.

  

  Business response

  02/06/2024

  We hate to see you canceled your service due to not receiving the bundle discount that involves your wireless cellular and fiber services. Unfortunately, we are unable to waiver the wireless service agreement as the wireless service agreement states that you agree to finance your wireless cellular device(s) and have ********************************************* services with us for a period of 36 months. If this agreement is broken, you agreed to pay the remaining outstanding balance due for your wireless cellular device(s). 

  Customer response

  02/06/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: 21222696

  I am rejecting this response because: 

  The complaint I made does not involve paying for my wireless device in full. My complaint is that I signed up for wireless in July 2023 as an existing fiber customer. I received the bundled discount from July to October. Starting in October, CSPIRE stopped crediting my account the $10 discount and charged me a prorated fee instead of the discount. I have been overcharged on my wireless account for the last 4 months. I canceled my wireless service with CSpire because the company would not honor my contract and discount $10 a month from my wireless bill for bundling fiber and wireless. 

  Regards,

  *******************************

• Initial Complaint

  12/07/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  After many years of using CSpire for cellular service, I closed my family account in June, 2023, paying the remaining balance in full. On November 29, I received a letter by mail from a debt collector. The letter claimed that I owe CSpire $55.24. A call to the debt collector for addition information on the debt claim, specifically to request a copy of the invoice to prove the debt, provided no detail. It didn't have any additional information. I called CSpire directly. It's representatives, from both the customer service and debt collection departments, were also unable to provide copy of the invoice that demonstrated the balance owed. The last person I spoke to said that if I wanted a copy of the invoice, I had to drive to a physical store location to request, citing security concerns. After the last payment was made for the remaining balance, I received zero notifications from CSpire of an outstanding balance. There was no email, postal letters or phone calls; no attempt to work directly with their former, "highly-valued" customer of over ten years. The first notice of an outstanding debt comes from a debt collection agency four months later. Posting an outstanding debt without notifying the debtor, to include turning over to a collection agency, is absurd. Such a policy is at the very least an unprofessional, lazy business practice, and leans towards a deliberately vindictive attitude considering the potential impact to a person's credit score.

  

  Business response

  12/07/2023

  Thank you for reaching out regarding your billing concerns. I have enclosed a copy of your final bill. Your charges consist of the final installment payments on two lines as well as your taxes and regulatory fees. If you have questions regarding your final bill please don't hesitate to reach out to our collections department. The final bill amount can be paid directly to Cspire in our collections department  and your file will be updated with the collection agency and closed. Their number is 1.************ M-F 8 AM to 5 PM CST.

  Customer response

  12/07/2023

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

  Regards,

  ******* *******

   

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