ComplaintsforC Spire

• Initial Complaint

  09/19/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On September 17, 2024, I went to the CSpire store at ***************************************************************************** and purchased a cell phone The phone is a Galaxy A14%G ******* They put all my contacts from my old cell phone to my new one I phone and my numbercame home and attempted to call all my contacts to tell them of my new number. I was not able to complete calling all my contacts, because the phone will not let me call out. I have had sevral other problems, and when I call the store, they told me to come in the store and they will help me. That is a hardship to have to get somebody to drive me over to **********, and they do have an employee who lives in nearby ********, which is neaar me In addition to what I paid for the phone, I bought a new charger, too, which I needed I wish you would speak with the people at the ****************************************** store and have them to help me

  

  Business response

  09/24/2024

  Spoke with ******* ******* on Tuesday, September 24, stated issue with answering new device ******* Galaxy A14. ******* recently started new service on September 17 at ********** Retail. ******* states agent transferred contacts from old device and showed him how to answer calls on new device. ******* is upset stating that once he returned home, he was no longer able to answer calls or receive voicemails. Review of account showed voicemail was not active and was offered to customer to be added - AH accepted feature being added. ******* states he wanted to return device due to not having the knowledge to work device properly. It was advised to customer that a note would be placed on account advising assisting agent to complete device tutorial and answer any questions related to CSpire account. AH agreed to this and stated he would visit ********** Retail later this week or next week. ******* was very thankful for callback - no other concerns or question. 

• Initial Complaint

  09/12/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  C Spire severed the *** internet cable to my home while installing conduit in the neighborhood. The business is closing out the help ticket prior to internet being restored to my home and actions to restore internet has not been conducted in a timely manor. C Spire has not offered further assistance or compensation from the on-going disruption.

  

  Business response

  09/16/2024

  Thank you for contacting us regarding your concern. Your complaint was reviewed by the Fiber Deployment Damage Specialist and as advised by Mrs. ********* Cspire has not been working in that area and we are not responsible for the damages. 

• Initial Complaint

  09/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Hi my Name is ************************* I was at C Spire and have an account with them I had a phone I returned to them that I got the day before they gave me my money back and said I was okay my account was close but when I went bck 3 months later I found out that the employee stole my identification bye using my the phone under my name he didnt return it and my account balance is ***** dollars they want me to pay it off but I dont understand why if the employee stole my identity

  

  Business response

  09/06/2024

  Thank you for contacting us regarding your concern. You do not have a balance with Cspire. Your balance was cleared by our collections department on August 15, 2004 because your device was returned. 

• Initial Complaint

  08/12/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  08/03/2024 $198.09 Up to six employees promised and guaranteed that I would receive credits on my account when I bring my last bill from my previous provider(T-Mobile). I was lied to and misled into thinking I was getting a good deal. Now I will have up to $1500 of debt to pay to T-Mobile due to negligence and misinformation.They have not tried to resolve problem at all.They said the ad was active on August 3rd.

  

  Business response

  08/26/2024

  Thank you for your patience, ****. We understand your concern regarding the switch now promotion. We understand your concerns regarding the Switch Now promotion. Upon further investigation, we understand you spoke with the Vicksburg store manager, who expressed the qualifications and your interpretation of the promotion. To qualify for this promotion, you would need to have a qualifying credit score/class to approve be approved for this promotion. Should you have any other questions or concerns, please feel free to reach out to customer service at **************.

• Initial Complaint

  08/08/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have mobile service with C-SPIRE and my bill is paid with auto pay. The amount for my service was taken out on yesterday however, CSPRE disconnected my service today 8/8/24. Each time I’ve tried to call the regarding this matter, they disconnect the calls. They keep hanging up on me. I’ve left a message for them to call me back and they refused to call me back. I’ve never been late or not paid Howe they are doing this to try to make it seem this way . I have verification that money was withdrawn from my bank account.

  

  Business response

  08/22/2024

  Thank you for your patience, ***. We spoke on August 8, 2024, regarding the service interruption for your account. This was a direct result of the plan change from the 15GB plan to the 30GB plan that took place on August 7, 2024. Due to the numbers of days left in the billing cycle on your old, the prorated amount due was $10.16 as a requirement from changing to the new plan. As we explained via phone, a credit of $10.16 was applied to restore your services. We apologized for the inconvenience this may have caused. If further assistance is needed, please call us at 1.************.

• Initial Complaint

  07/27/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On June 3-7 I was in ************** and was told by C-Spire representative that I could use the hotel data and I would not be charged international fees. But when I call C-Spire about my bill I was told that my bill was $300.00. After speaking with a representative I was told that I had missed paying my May bill of $80.50 so I paid $160.00. I had stop getting paper bills but on Monday (7/22) I received a paper statement for $275.73. If my total bill was $300.00 and I paid $160 then it should be $140.00. I can count and subtract. Then I get a bill for $334.48 with a balance of $184.48 and a late fee of $10 and my monthly bill is $78.10. How do you get $91.25. After looking over my bill I am paying double for a $300.00. I have been a faiy customer with this ********************** for over 15 or more years and I have never had a bill this high. I am a senior citizen on fixed income and paying a bill in this amount is depleting my monies for my other bills. I also asked for a payment plan and they charge $10.00 to make a payment plan. I am very disappointed with this company and debating to change company. I dont mind paying my bill but this outrageous in these charges. Please help me resolve this phone issue about these charges.

  

  Business response

  08/09/2024

  Thank you for reaching out regarding your billing concern. As previously advised, the balance on the account is correct and there is no adjustment due for the charges.

  Customer response

  08/11/2024

  I had my CSpire cell cut off after paying a $100.00 toward $275.99 bill. I paid that bill about a week and the next week my phone was cut off. I was told by the CSpire manager that if I paid something on my account then my phone wouldnt get cut off. The manager at CSpire on *************** an extension until 8/13 to pay $76.36 with a balance of $93.00 with a total of$175.38. This company has costed me to miss two bills trying to pay this bill. My son ************* had to cash app me $200.00 to pay the whole bill. I will never respect CSpire as a reliable company and planning on changing my service. I will never recommend this company to any of my family or friends.

  Customer response

  08/11/2024

  I had my CSpire cell cut off after paying a $100.00 toward $275.99 bill. I paid that bill about a week and the next week my phone was cut off. I was told by the CSpire manager that if I paid something on my account then my phone wouldnt get cut off. The manager at CSpire on *************** an extension until 8/13 to pay $76.36 with a balance of $93.00 with a total of$175.38. This company has costed me to miss two bills trying to pay this bill. My son ************* had to cash app me $200.00 to pay the whole bill. I will never respect CSpire as a reliable company and planning on changing my service. I will never recommend this company to any of my family or friends.

• Initial Complaint

  07/26/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  7/26/2024 I vehemently disagree with Cspire charging an additional $2.99 for paying a bill with a debit or credit card when this fee is not charged if making a purchase of a product. The company is using this fee to encourage customers to sign up for autopay (which is not right for all customers). They offer the use of a bank account for payment but Telecheck will not process all payments. Telecheck is refusing to process my payments as they claim I do not usually use my account in this manner. I have used my account in this manner without issue previously (within this year) yet they are refusing to process my payment. My checking account has been verified with my bank as in good standing and with nothing prohibiting the payment on their end. Either fix the issues with Telecheck's service or create a different option to offer without the fee that does not involve autopay. If someone were disabled and unable to go in person to pay their bill at the store, Cspire is going to force them to pay $2.99 to pay their bill if they can't/don't want to sign up for autopay and their only option is a card?

  

  Business response

  07/31/2024

  Thank you for contacting us regarding your concern. I understand your question about this fee.  This is the amount that C Spire is charged for you to process onetime credit card payments. To continue offering you the very best prices on plans and devices, it's required that we charge this fee. The good news is payments made through a checking account, via cash in the Cspire store, or with automatic drafts, will not be charged the $2.99 fee. I do show where the representative you spoke with on the 26th waived this fee for you and advised you per Telecheck to try using your checking account again in 24 hours. If your check payment is still unable to process, please contact Telecheck at 1.************. 

  Customer response

  07/31/2024

   

   Complaint: ********

  I am rejecting this response because:   The issue at hand is not only the fee. The fee itself had not previously been charged for the exact same transactions. Forcing customers to pay a fee all because other options are not feasible for them is not good business practice.  The second issue is the relationship with Telecheck. I have contacted Telecheck more than 6 times with no resolution. They refuse to release my payment to Cspire on the basis of, "You do not usually use your account this way," as if I never make payments with my checking account. That is not accurate. I use my checking regularly for bill payments, including a bill payment to Cspire the first month the fee was charged. The payment was successful that time. My bank has confirmed there is no issue with my checking account to prevent the payment from being issued promptly. Telecheck gives the same reason each time and I've requested to speak with a supervisor who has not returned my call. If that company is going to cause issues for your customers paying their bill, is there no other company who can process those payments? Also, let's hypothetically say someone with a disability cannot go into the store to pay and Telecheck denies their payment like mine has been repeatedly denied, you're going to charge them a fee to give you money? Cspire wants us customers to pay them to take our money. That's what it amounts to. 

  Regards,

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

  

  Business response

  08/01/2024

  Thank you for your feedback regarding the payment processing fee. The payment processing fee is $2.99 if making a one-time payment with your credit or debit card.  We understand your concern and want you to know we provide many options to make the payment to avoid the $2.99 processing fee.  You may setup autopay with your debit card or checking account and you will not be assessed a processing fee. You also have the option to mail in your check payment. If your financial institution has the option for bill payment, that may be a viable option for you. If you have any other concerns, please feel free to contact us at 1.************.

• Initial Complaint

  07/21/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On May 1, 2024 C Spire updated their terms by including a $2.99 fee to process debit or credit card when paying your cspire home internet bill. According to my archive emails and our postal mail and cspire online bill for the months of March and April and May, I was unable to find any mention of this new $2.99 fee. When paying May and June cspire bills online, the online bill portal did not disclose the fee when paying the bill online. This resulted in me being charged $2.99 for the months of May and June. Cspire is not willing to provide any type of receipt showing that this fee was paid. CSpire is also refusing to refund these charges. When Cspire emailed a receipt of payment for the months of May and June, the receipt did not disclose the $2.99 on the receipt but was still charged to my debit card. In violation of credit card processing procedures. Also note, when checking Cspire Broadband Facts label required by the FCC to bring some transparency to the broadband marketplace the $2.99 Fee is not listed. I am requesting Dates and contents of emails sent to Cspire Customers for the month of March and April of 2024 regarding this new $2.99 Fee. I am also requesting Dates and Contents of any US Mail sent out To cspire Customers for the month of March and April of 2024 regarding this new $2.99 Fee. I am also requesting that c spire update the online billing portal forcing customers to click a checkbox to acknowledge this $2.99 Fee. Currently this fee is hidden in a small grey out font that is only shown on one page before submitting your payment.

  

  Business response

  07/24/2024

  A supervisor in the fiber department has spoken to customer, explained the disconnect policy and process. Since he had been a customer with us since December of 2022 with no credits, hotlines or late fees, she completed an override on the disconnect date so that he would receive the prorated credit of $22

• Initial Complaint

  07/12/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On July 11th, I switched my service from Cspire to ******* due to connection issues. CSpire would not release our numbers for the port transfer. I called on July 11th and the representative was not only rude but hung up on me, while I was explaining to my husband what they had said.I was finally able to get them released by going to the store in person and asking for a manual release on July 12th. They also did not deactivate my watches and have been charging me service fees for 2 years, after I had upgraded my watch to a newer one. I had even been told in-store that it would be deactivated with the new line. I did reactivate it for my husband, but he didn't use it, so we deactivated it in August of 2022. CSpire made the change of service so difficult with unnecessary complications. I fell that they should respect the customers right to change service based on their needs, instead of complicating the process. This only made me wish I had changed sooner after being mistreated by a company I had been with for over 25 years. We moved and our service no longer worked as well. While I understand that I owe for the devices and services they provided while we were with them. I feel that I should be refunded for the 2 years of charges on a watch we were told was deactivated. An apology would also be nice, considering how complicated they made the process and how rude they were on the phone and in person. Thank you for your time and help. I have never filed a complaint before, but this treatment was uncalled for and unacceptable.

  

  Business response

  08/07/2024

  Thank you for contacting us regarding the port out process for your mobile numbers. As part of our commitment to keep our customer's account information safe we implemented a two-step port out verification process, upon which you completed this process, and your mobile numbers were confirmed released on July 11, 2024. The two-step port out process ensures your account is secure. There are several pieces of account information that are required to be correct before releasing mobile numbers to another carrier and if any of the required information such as the pin/password, account number, and/or zip code is incorrect, we would not release the mobile numbers. 

  Upon further review, the port out requests for your mobile numbers were received and processed on July 11, 2024, after two initial failed attempts in updating the port out information with the gaining carrier. The two failed attempts consist of the incorrect pin/password that was provided by the gaining carrier. After speaking with the customer service department, you visited the local store to validate your account with a physical ID and obtain the correct pin/password to complete the port out request to the gaining carrier. 

  While reviewing the account, we were unable to locate and determine the two additional apple watches that remained active after the request to discontinue the services for two years. There were two apple watches that were disconnected on July 12, 2024, after customer service advised there is a remaining installment balance of $115.44 plus any other applicable taxes and fees associated with your account due to the disconnection of service. If you have any questions or concerns, feel free to contact customer service at **************.

  Thanks,

• Initial Complaint

  07/09/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Cspire,I have been charged for an Apple Watch since September 2023 after forcefully having to change phones due to lockdown on my I-Phone 13 which lead to having to purchase a new phone that was not compatible with my prior Apple Watch purchased through a 3rd party. Writer did ask CSR to deactivate watch upon buying a use TCL phone. Months went by and writer did assume Cspire was a legit business and did not check to verify no false charges were present. 7/6/2024 writer did look at bill online noticing Cspire was still charging for deactivated watch. Writer is requesting back pay from day of failure to deactivated on the purchase of TCL. Writer has been told that Cspire will only credit 3 months. This is not ethical.

  

  Business response

  07/24/2024

  Thank you for contacting us regarding your concern. As stated, 3 months of credit has been issued in the amount of $42.71 as a courtesy and due to your tenure. The issue was escalated to the manager of the Waynesboro store and the agent stated he was never asked to disconnect the watch at the time of the transaction. No further credit can be issued to the account.

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