ComplaintsforC Spire

• Initial Complaint

  06/08/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I purchased a hotspot from C Spire in December 2021. I soon realized that I would not be able to use the hotspot due to the incredibly tiny print as a result of me being legally blind. I contacted C Spire via phone to explain my delima; the representative informed me to return the device to the store. Afterwards, I arranged transportation to take me to the store to return the hotspot. A few months later I called C Spire again to inform them that the device is still showing on my account and I am still being charged for it. I was then told to go back to the store to resolve the discrepancy. On this same call I was told that there is nothing that can be done because it is past the return window. I then explained my eye condition to the rep again. They did not seem to care and reinforced the fact that there is nothing that can be done about me purchasing one of there products that is not accessible for me. I looked on my account and clearly see that the device is not being used. Yet, the company is seemingly unwilling to help resolve, to me, a simple issue.

  

  Business response

  06/16/2022

  Thank you for contacting us regarding your concern. Unfortunately, we were unable to locate the device that was returned to the store. However, due to no usage we have removed the charges from your account and marked the device as lost/stolen. I have adjusted your bill balance in the amount of $286.68. This takes care of all charges billed for service as well as the cost of the device. 

• Initial Complaint

  06/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On last week I started having problems with my cell service. I called CSpire and was told they would issue a roaming ticket. I received a call back saying that the area was now considered a weak zone and I should just switch carriers. I have been with them for 16 years. I called back to speak to a manager about the issue and was told that the tower went down 3 months ago. I never received any notifications that the service in my area was beginning reduce. I call asking them to end my contract so I could take my phones to another carrier and was told no. I asked for a discount on my bill since my services will not work at my home and was told no. I feel as a 16 year costumer with them they should have notified me that the area wasn’t going to be part of their services anymore. They also closed the only store in my area with no advance noticed. I just want them to end my contract since they made the decision to discontinue services in my area without notifying me so I could go to another carrier. Now I’m paying for services that I cannot use at home.

  

  Business response

  06/02/2022

  Thank you for contacting us regarding your concerns. Unfortunately, the information provided to you regarding your area being a weak zone is correct and we will not be able to provide service to you in that area. The good news is you are not under a contract on any of your lines you are simply paying for the devices you selected and they are yours to take to the carrier of your choosing that can provide service in your area. The account isn't eligible for a bill credit and you are outside of the return period for the devices.

• Initial Complaint

  05/09/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I mailed my bill as usual in March 2022. At that time I sent a change of address. April I didn't receive a bill. I called and they said I had a credit on my bill. That wasn't correct but I had to take their word . This month April they say I owe two months. $306.78. Normal bill is $149.97. I called and they gave the story of crediting me my payment twice and then took it out when they saw mistake. Non of this was on my bank statement. Now they are billing me for 2 months with late fees. I live on SS and this is wrong and a hardship on me. They never sent last months bill. They gave no excuse for that and hung up on me. ******** *******

  

  Business response

  05/11/2022

  Thank you for reaching out to us regarding your bill concern. As previously discussed, I have escalated your issue to my manager and as I explained we are not able to remove legitimate bill charges. We can only, as a courtesy, remove the late fee that was incurred because of not receiving a bill payment. I have issued a credit of $10.70 to the account which is the full cost of the late fee plus the taxes.

• Initial Complaint

  02/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My second complaint with CSpire. Order number associated with this situation 2nd complaint, is **********. First still unresolved at all. Cspire is the absolutely the most unethical company I have ever dealt with. This complaint involves another phone (iPhone 8 refurbished) I purchased from Cspire, 3930 North Gloster St. Tupelo, MS. 38801. This iPhone comes with a 90 day warranty. I have spoken with Apple regarding this phone which is defective. It is a hardware issue according to Apple. Estimate to fix this is approximately 200$. The speakers, both speakerphone and reg speaker only works one way. I am using another iPhone 8 (purchased unlocked from Apple on this account since the cspire iphone does not work properly.. Cspire refurbished iPhone cannot be used if others cannot hear you. I have called Cspire several times to try to get them to honor this warranty. They are not honoring it. I need help resolving this matter please. They should honor their 90 day warranty. I have asked to see the terms & conditions regarding this warranty but they will not provide these documents to me. They are giving me the runaround. Absolutely not acceptable. Thank you for any help to resolve this matter.

  

  Business response

  02/21/2022

  Thank you for contacting us regarding your warranty issue. I show where you were escalated to a manager and walked  through the prepaid warranty process. The portion you were having an issue with was the requirement to make a payment. Policy states you would have to pay up front and we would ship you a new phone, and  in turn you would send the old phone back to us. Once the device is received, and there is no damage, we refund the amount paid up front once the claim is processed.   The manager also offered to assist with the printable form warranty process and explained prepaid requires a payment up front for any services to be provided.  The manager you spoke with also provided her  direct number for further assistance if she needed it in the future.

  Customer response

  02/24/2022

   

   Complaint: ********

  I am rejecting this response because: First I need to state ***** *******, the supervisor I Spoke with is one of the nicest people I have ever spoken with. We spent between 2 & 3 hrs on the phone trying to resolve the issues. The number 601-******** provided by her says it is no longer in service. I spoke with one of her co workers asking her to ask ***** to call me back. I did not receive her call back to my knowledge. I understand the credit card charge to a degree. If I did not return the defective phone they sold me, certainly I would owe said charge. I would have seen the defective phone was returned within 2 days by someone.  I told ***** there were no circumstances I would trust CSPIRE after them selling me a defective phone for one line & a so called new unlocked phone that was not unlocked. These 2 instances were within a month of each other. If I had thought for a minute cspire would have sent a real refurbished phone that was truly refurbished (and they just put a hold on the credit card I would have done this. I had chest pain on several occasions while dealing with cspire. I am a severely disabled person with a very bad heart. I wish I just walked away from CSPIRE & taken this lost. I suffered an MI after speaking with ***** ( not because of her as I stated she is extremely nice) Because after more that 42 calls to cspire in about 6 weeks or less, two major issues they are still not resolved. Leaving me with much more damage to my heat than prior to dealing with CSPIRE.

  I wish for a return phone call from ***** & no one else asap. I cannot reach her with number provided or by leaving a message. 

  Regards,

  **** ****

• Initial Complaint

  02/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  C-SPIRE FIBER CONSTRUCTION WORKERS TRESPASSED ONTO MY PRIVATE TAXPAYER HOME RESIDENCE AND DUG UP 3 LARGE EYESORE HOLES INTO MY BEAUTIFUL YARD, TO INSTALL INTERNET CABLE THAT I DID NOT REQUEST NOR AUTHORIZED. I'M NOT EVEN A CUSTOMER. THEY HAVE BEEN DIGGING IN MY YARD FOR OVER 3 MONTHS, SINCE BEFORE CHRISTMAS, AND NEVER RESTORED MY YARD, DRIVEWAY SIDEWALK OF THICK DIRTY CLAY DIRT DEBRIS. DIDN'T LEVEL OR REPLACE THE GRASS BACK IN MY YARD AS THE CONSTRUCTION SUPERVISOR PROMISED AND TODAY THEY CAME BACK ONTO MY PROPERTY AND DUG UP A 3RD BIG HOLE AND COVERED W/DIRT. NOW THERE'S A WATER SEWAGE ODOR IN MY BATHROOM SHOWER, THE SHOWER WATER PRESSURE IS DECREASED AND SHOWER IS SLOW TO DRAIN NOW. I CALL C-SPIRE AND PLACED A TICKET FOR CONSTRUCTION DAMAGE; THEN HAD TO CALL AGAIN AND UPDATE AND ADD TO THE TICKET, A NEW WATER/SEWAGE ISSUE, AS THIS IS NOT THE 1ST WATER/SEWAGE ISSUE. THE 1ST DEEP DIG, THEY BUSTED MY WATERLINE WHICH CAUSED SEWAGE TO BACK UP AND OVERFLOW MY BATHROOM TOILET. THEY AND I CALLED MOBILE WATER SERVICE WHO DID COME TO MY HOME AND REPAIRED THE DAMAGED WATERLINE CAUSED BY C-SPIRE, BACK IN DECEMBER 2021. I WANT TO KNOW, IF THERE'S AN ALABAMA LAW THAT SAYS, A COMPETITIVE CABLE UTILITY COMPANY, THAT IS NOT A NECESSITY, BUT A CUSTOMER'S CHOICE OF RATHER THEY WANT TO PURCHASE THIS CABLE SERVICE OR NOT, AS THE RIGHT/AUTHORITY TO TRESPASS ONTO PRIVATE PROPERTY, ALTER/DAMAGE PROPERTY AND NOT BE HELD ACCOUNTABLE! C-SPIRE SUPERVISOR LIED TO ME; TO BASICALLY GET ME TO SHUT UP COMPLAINING, BACK IN DECEMBER 2021. HE TOLD ME THAT THEY WERE NEARLY FINISHED LAYING/BURYING CABLE IN MY YARD AND HE ASSURED ME THAT HE WOULD MAKE CERTAIN THAT MY GROUNDS/YARD AREAS WHERE THEY WORKED, WOULD BE RESTORED BACK TO IT'S ORIGINAL STATE; BEAUTIFUL LIKE IT WAS PRIOR TO BEING DAMAGED BY C-SPIRE. FAST FORWARD TO TODAY! IT SEEMS C-SPIRE HAS MADE MY YARD THEIR MAIN HUB AND HAS DUG A 3RD LARGE AREA IN MY YARD, COVERED W/A LARGE METAL PLATE. 3RD HOLE IS NOW A DIRT PILE, HELP ME!!!

  

  Business response

  02/22/2022

  Thank you for reaching out to us regarding your concerns. Our construction teams have been in contact with you regarding the damages and the repairs have been completed. The plumbing issue was determined to not be caused by the construction for the Fiber service.

• Initial Complaint

  01/19/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  On 01/15/2022, I went to cspire 3930 N. Gloster Street, Tupelo, MS 38804 to port a no. for a 2nd line prepaid line with cspire. I have multiple medical problems with severe pain at all times. I was not thinking & got a refurbished iPhone 8 (which turned out to be scratched & did not look refurbished at all) the phone never left my car. I went back to cspire & asked to exchange the phone for a Samsung A32 phone as it has a larger screen I badly needed due to my inability to see well due to a previous stroke. ******, rep called the manager ***** who said I would have to pay the restocking fee of $50 to get the Samsung phone with the larger display so I could see it better. I said I would not pay this fee. ****** ask me to leave the store, as I told her I would stay there & tell the next customer of how unfairly I had been treated. I am 100 lbs and walk with a cane, dragging my foot. She was extremely rude. I left, then took one of my friends back with me, he is a physician, he explained to them I needed a bigger screen. The cs rep ****** (who is the only nice person in that store) said ***** said I could exchange the scratched iPhone for another iPhone without a 50$ restocking fee but would have to pay $50 restocking fee to exchange for the Samsung a32 phone, which I could see better. I did this, I pd the $50 restocking fee, which was ridiculous as they would exchange for another refurbished iPhone so they should have allowed my changing to the phone I needed without a restocking fee. To add insult to injury cspire told me the Samsung e32 was unlocked. It is not unlocked. I established a case with Samsung, where they told me to call cspire for the unlock codes. Again I call cspire for the unlock codes & they refuse to help me with this. I will settle for no less than the $50 restocking fee refunded to my credit card I used. I also want my Samsung e 32 unlock code. The Samsung e32 phone was paid in full when I left the store. Appreciate assistance in resolving this.

  

  Business response

  01/21/2022

  Thank you for contacting us regarding your concern. As previously discussed, All devices, other than iPhones, are by definition not locked.  However, they have software that was created by the manufacturer (Samsung) strictly for that carrier.  As a result, other carriers’ devices will not work correctly on our network.  At this time, we do not have a tested process for replacing this software to make it work.  Our devices are free to be taken to other carriers for them to attempt to replace the software with theirs; however, we cannot unassign an Android device.

  Customer response

  01/24/2022

   

   Complaint: 16483040

  I am rejecting this response because:

  My Samsung cell phone is not unlocked. I requested CSPIRE again today Jan 24, 2022 to unlock my device, stating that Samsung once again went through te settings with me, telling me the device is locked to CSPIRE. CSPIRE knows they have a responsibility to unlock the phone. They refuse to help me unlock the phone. I am now requesting a full refund of 103.63 for the device, which I will gladly surrender to CSPIRE & a refund of 47.45 for the activation fee and first months service. I will not expect to be charged a restocking fee at all. I will now report CSPIRE to the FCC Enforcement Bureau for their refusal to unlock the phone. Thank you for your help  resolving this matter.

  Regards,

  **** ****

• Initial Complaint

  01/05/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have had rolling internet outages on my computer for the last 8 days. I have contacted C Spire on numerus occasions only to be told their is no problem with their equipment. The office person I talked to on the telephone was very courteous, and seemed to want to resolve my problem. My internet powered (Voip) personal telephone line (Ooma Service) is also impacted by the outages, so I know the problem is not with my computer. My computer also works fine when connected to my cell phone (T mobile network), but it is a lot slower than the 100 MBS internet connection. After the 3rd attempt at a solution, C Spire agreed to monitor my service. Later that day, they said they had located the problem, and had sent a technician out to replace a component in my condo. They gave me no notice, and stated the technician was not able to gain access to my residence, for the repair although I was home all day. (I am located 14 miles from the nearest town) Their was no "Missed You", and their were no messages, or missed calls on the cell phone number I provided with my trouble report. They said they would re-send the technician. I rescheduled my day, and waited, but no technician ever arrived. I work remotely, and the C Spire outages have caused me a great financial loss, as well as many hours of frustration that come with poor service, and the little loading circles on my computer screen that don't seem to go away. Please help me get back to work, so I can try to regain the financial losses this inconvenience has caused me. ******* ****** **************** ***** ******** 

  

  Business response

  01/05/2022

  Thank you for contacting us regarding your concerns. Per our technicians Upon entering the unit the ap was up and had link. Connected to the ap to and was able to reach the web. Removed the ap to check the connector into the ap. The connector had drywall mud on it from hurricane repairs. Replaced the connector and tested the line with cable qualifier. Cable mapped correctly, line length is roughly 140ft, and qualified for 1000mb, 100mb, 10mb, VoIP, wire map, and Telco test on FLUKE meter. While the ap was down also checked the connection point into the ap and it was clean. Hooked AP back up, let it boot back up and reconnected to it. Verified ability to reach the web. Ran a speed test and that came back 95x90. While with the customer he tested his VoIP phone and made a couple of test calls. Both were successful. Cust also ran his own speed test to verify speeds. Not sure as to what his exact test was but he said it was close to 100mb. Also verified devices connecting in Unifi.

  Customer response

  01/05/2022

   

   Complaint: ********

  I am rejecting this response because: This is a rolling outage, and I am not sure if it is fixed. I will be happy to close this complaint if the service continues to work for a reasonable amount of time.

   

  Thank you for your quick response!

  Regards,

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

• Initial Complaint

  12/15/2021

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  On December 3rd, I called the customer support line to request information about adding a line to my plan for my daughter a Christmas present. I was told by changing to the everybody plan, I would get an IPhone 11 for free as long as I kept the phone for 30 months. I was told I would see the charge for the installment on my bill but would also see a credit for the same amount. I asked multiple time if this was real, because they didn’t mention it in the store and didn’t see it online. She told me that they just got the phones back in and they didn’t have any in the store so that’s why they didn’t offer it. I found out 10 days later that that what she sold me was not true. I was told they escalated it to a sales manager and would get a call back. They never called back so I called again today, just to be told they messed up and it’ll cost me $500. I’m not looking for anything for free, I just want what I was originally sold.

  

  Business response

  12/18/2021

  Thank you for reaching out to us regarding your concerns. We will be honoring the promotion that was offered to you by the sales associate. You will being to see the adjustments on your next bill that will make the device free. We apologize for any inconvenience this has caused. 

• Initial Complaint

  12/14/2021

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  End of September, beginning of October, my family’s phones stopped working. After researching I found a FB article saying one of CSpire’s main lines had been cut. I waited for phone service to come back but it didn’t come back 100%. After about a week or so of this, listening to my two teenage daughters complain, and not being able to get in touch with any family member when needed, I chose to discontinue service. I switched my accounts to Xfinity. October 6, 2021 CSpire took an auto payment from my checking account although I was no longer using their services—that weren’t working anyway. I waited two months to give them time to refund my account but they didn’t. I called and customer service opened a ticket. They wouldn’t refund my money because it’s a prepaid account. But the money is automatically withdrawn from my bank. And their services were halted in my area. And CSpire did not even offer their customers an explanation as to why there was no service or when service would be back up. So I paid for a month of service I did not use. Actually more than that if you consider the time my family couldn’t use our phones.

  

  Business response

  12/15/2021

  Thank you for contacting us regarding your concerns. As previously advised prepaid payments are non-refundable however due to the account not being active a full month, I have adjusted the balance accordingly. I have issued a credit of $99.69 back to the credit card that was drafted for your payment. You will see the funds available on your balance within 3-5 business days.

  Customer response

  12/15/2021

  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

  12/13/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Since July of 2021 I have been paying $80 monthly for a service I haven't been able to use. They keep telling me it will get better. Now they tell me I need a new phone. I have been a loyal customer for years. I can't afford to outright buy a new phone. They will not work with me. I am ready to speak to a lawyer concerning this matter. To be honest if I were black they would bend over backwards to help me. I need some help to resolve this matter. PLEASE. Thank you.

  

  Business response

  12/15/2021

  Thank you for reaching out to us regarding your concern. We certainly want you to have a device that works also. Unfortunately, due to the damage that has occurred to your present device you are unable to get a free replacement under your manufacture’s warranty. If you do not have another Cspire device that you can use, the option is available for you to purchase a device from us. As previously advised, the least expensive phone is $109.99. You have also previously asked if we could rerun your credit to see if you are eligible for device financing. We can certainly do that with a valid picture ID.

*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. ↩