Complaints
This profile includes complaints for C Spire's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 122 total complaints in the last 3 years.
- 48 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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.
Initial Complaint
Date:05/20/2025
Type:Status:AnsweredMore info
Complaint statuses
- 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.
I have been trying to cancel Cspire since January 2025 but they refuse. I have moved out of state, since January and have a different carrier but Cspire has locked me out and still billing me for a phone number that has been changed. My grandson, ***** **********, who is on the account, has also been trying to cancel Cspire but they wont let us go! I have emailed them documents of my Ms. ******* license, notarized, like they asked, but still they havent canceled. They have been billing me for 5 months now! Please help!
Business Response
Date: 05/20/2025
Customer has been contacted, and issue is resolved. Further contact will be processed through us for closing bill cycle. ThanksInitial Complaint
Date:05/17/2025
Type:Status:ResolvedMore info
Complaint statuses
- 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.
After many years of service we’ve decided to switch to a different company due to poor service and CSpire refuses to unlock a phone that has been paid in full. After numerous attempts and speaking to a million people, the phone remains locked with no assistance. Everyone we’ve spoken to says that it will be unlocked within 24-48 hours and it’s been three weeks with multiple attempts and different representatives and still the phone remains locked. It’s ridiculous.Business Response
Date: 05/20/2025
(May 19th) Spoke with ******* *****, states attempted to port out ********** on April 25th. Explained to *******, port system sent two (2) text messages to device to confirm port out. Both port request timed out and new carrier canceled ports. ******* states IPhone 13 Pro Max still shows device locked in settings. Advised to customer, I would submit request to have device unlocked and follow-up on Tuesday, May 20th.
(May 20th) Voicemail left for *******, advised that IPhone 13 Pro Max ******************** has been unlocked to use with new carrier. Voicemail also provided callback numbers if there are any additional concerns or questions.
Customer Answer
Date: 05/20/2025
Complaint: ********
I am rejecting this response because:
I did receive a voicemail with a message that the device had been unlocked however the phone is NOT unlocked. I attempt to return call and left message to Andrea. Again, the device is NOT UNLOCKED. I have been told this device is unlocked numerous times and it is locked.
Regards,
******* *****
Business Response
Date: 05/21/2025
We have verified with device team that IPhone 13 Pro Max IMEI#*************** has been unlocked in our system as of May 19th. Screenprint attached from CSpire's system showing device has been unlocked. ******* can contact Apple Support for further assistance on verifying reason device continues to show IPhone is not unlocked.Customer Answer
Date: 05/21/2025
Complaint: *******
I am rejecting this response because:
As of May 21,2025, the IPhone 13 Pro Max with IMEI number *************** remains LOCKED. This is a CSpire carrier issue, not an Apple issue. I am unable to transfer carriers now with this device because CSpire has it locked. Considering this phone had been paid off, this is theft. CSpire continues to give me the run around sending me to different people who claim the device is unlocked when it is in fact STILL LOCKED.
Regards,
******* *****
Business Response
Date: 05/21/2025
Unlock request for IMEI#*************** was sent to CSpire's Central Triage Department to confirm device had been unlocked in our system. Per CT's response: Device was successfully unlocked. Screenprint from Central Triage attached to confirm unlock.
Customer Answer
Date: 05/22/2025
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. I will never do business with this company again and I will tell everyone I know the same thing. This issue should have been solved weeks ago when the complaint first came to the attention of CSpire. They instead decided to wait until I made a formal complaint with BBB to do anything.
Regards,******* *****
Initial Complaint
Date:05/16/2025
Type:Status:AnsweredMore info
Complaint statuses
- 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.
Billing Complaint from Longtime customerBusiness Response
Date: 05/19/2025
Our department has attempted to contact the customer since 5/16 with no answer. Notes on the account show the customer called into another department to request an escalation be sent to allow her more time to pay her past due amount. This is not available to the customer. The weekend prevented any activity however cut offs will start on Monday 5/19 as early as 9am. I have called this morning and did not get an answer. I sent the customer a text explaining this as wellBusiness Response
Date: 05/19/2025
Customer has been reached by our department and explained that longer time is not available. She understands and has also received information about using the device on wifi if unable to pay before cut off occurs.Initial Complaint
Date:05/15/2025
Type:Status:AnsweredMore info
Complaint statuses
- 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.
I've been trying to Port my phone number out from c spire for the last 3 months now and every time I get ready to Port my number out they'll say that it's able to port out and when I give it to the other phone service provider to port out it will say error then then Cspire keep prolonging me until the account is due then they'll say that the account is suspend and then I can't port iout my phone number and they've been doing this for about four months now I want out from c spire I've never had a phone service where I had to keep their service so in order for me to move my phone number from Cspire I have to pay them for service that I don't want anymore and I'm not going to use nor do I want anymore I'm so frustrated and tired of c spire I had my number ported out yesterday and when I went to you to Port out today because I had it pulled it out right before they closed so my service provider was closed so when I did it this morning it wouldn't let me because now they don't suspended it now I got to pay another bill that I do not want anymoreBusiness Response
Date: 05/15/2025
Thank you for reaching out to us regarding your port-out request.
A port-out request was initially submitted on March 11; however, it could not be completed due to an interruption in service caused by nonpayment. A payment was made on March 13 to restore the service, but we did not receive a new port-out request afterward.
Please note that we cannot release the number without an active port-out request from the gaining carrier. To proceed, a payment of $36 is required to restore service. Once the service is active, the gaining carrier must submit a new port-out request for us to release the number.
We are unable to issue credits for charges that were validly incurred to maintain service.Initial Complaint
Date:05/13/2025
Type:Status:AnsweredMore info
Complaint statuses
- 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.
My neighbor and I were told we would get 500 speed internet service for $45 a month for the first 12 months.We were also told that she would get a $50 credit for referring me and I would also get a $50 credit for signing on with C Spire. nothing was said about a ******* service started on May 8th. I received an email today stating that I owed $79.33 and my neighbor is paying over $100 a month and shes not getting the speed that she was told she would. My bill states that I am being charged from 4/26 thru 5/11. and I got the service on May 8th.I am 73 and I live alone, my neighbor is very young Hispanic; ****** *******,who takes care of her families business. I feel like both of us were mislead. we weren't told the truth.I think we were victims of a bait and switch.Business Response
Date: 05/20/2025
Thank you for allowing us to speak with you regarding your bill and receiving your referral credit. We have issued you with the referral credit of $50 and the promotional offer of $25 off on your plan. For additional assistance, please contact us at ************.Initial Complaint
Date:05/09/2025
Type:Status:AnsweredMore info
Complaint statuses
- 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.
**** in they said manufacture issue they won't get up here they say it's got moisture they won't swap it out another won't you spend another $165 to get another phone And how do they know if it was moisture in the phone you when it was a manufacturer issue they're just trying to get more money out of youBusiness Response
Date: 05/21/2025
Mr ****** brought his device into a retail store on the 9th of May requesting the device be repaired as it was not charging and overheating. The technician at the retail store stated there was condensation on the camera lens and the device could have water damage and could not guarantee any repairs made. Mr. ****** was given the option to pay for the repair upfront and no refund would be given if the repair was unsuccessful or to replace the device. Mr. ****** declined both options and left the store. Mr. ****** contacted us on the 15th of May advising he was disappointed by the service he received in the retail location he visited on the 9'th. He requested to be transferred to the *********** retail store. The agent advised she was unable to transfer the call, but would send the Manager of the store an email requesting he be contact for follow-up. The Manger advised me that they had attempted to contact Mr. ****** on two separate occasions and were unable to reach him. Mr ****** did state during the call with our agent the device had been repaired by a third party and is working as expected at this time.Initial Complaint
Date:05/01/2025
Type:Status:ResolvedMore info
Complaint statuses
- 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.
I submitted order number ******** on February 24, 2025 for a new Samsung Galaxy S25 Ultra. As part of the order, I was also trading in a Samsung Galaxy S23 Ultra. The trade in S23 phone was due by March 13, 2025 and it was delivered to the required Ridgeland, MS location on March 12, 2025 per USPS tracking number **********************. C-Spire is not applying my trade in value to my account despite having proof of delivery. I received phone call on May 1, 2025 requesting me to provide the IMEI number for the trade-in phone because they cannot find it at the delivery location in Ridgeland, MS, even though the IMEI was provided at time of order placement. ********** is claiming that I will not receive my trade-in credit unless they can locate the trade-in phone that they lost on-site.Business Response
Date: 05/02/2025
Returned call to speak with ***** **** on Friday, May 2nd, voicemail disabled unable to leave a message. Per account notes (5/1) customer has already been notified credit $321 was issued to cover lost trade-in device.Customer Answer
Date: 05/04/2025
Complaint: ********
I am rejecting this response because:
I am owed $899.99 per the deal that I chose for the phone I traded in. I understand the $321 "fee" was removed from my bill, but I want confirmation I have/will receive the full trade-in credit.
Regards,
***** ****
Business Response
Date: 05/05/2025
We attempted to contact customer voicemail disabled unable to leave a message. Please provide valid callback number and time customer can be contacted.Customer Answer
Date: 05/06/2025
Complaint: ********
I am rejecting this response because:
I submitted this complaint with BBB because C-spire customer service was already calling me frequently asking for unavailable info that I am no longer required to provide them for the trade in phone that was delivered to them on March 12th. I was told they cannot give me credit until I call AT&T and retrieve the IMEI number so they can locate the trade in phone they lost on-site. C-Spire has not communicated with me in good faith over the phone and therefore needs to provide evidence in this complaint that I will receive my full trade in credit.
Regards,
***** ****
Business Response
Date: 05/06/2025
Spoke with *****, explained $321 trade-in credit on lost device was issued on May 1st. ***** disputes promo credit of $899.99 had not been issued towards Samsung Galaxy S25 new activation. Provided bill breakdown, explained to ***** $899.99 credit will be distributed over 36-months. ***** understands he will be responsible for paying $5.55 monthly until device has been paid off.Customer Answer
Date: 05/06/2025
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
Date:04/30/2025
Type:Status:AnsweredMore info
Complaint statuses
- 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.
Cspire has been charging me since June of 2021 for a service I do not hav. I want my money they have been taking without my consent.Business Response
Date: 05/02/2025
Thank you for allowing us to speak with you regarding your billing concerns. We understand the importance of wanting to know more in detail about the previous and current balance. As discussed upon review of your account the mobile number ending in *************************************** July of 2021. We are unable to provide you with information from another persons account, however #**** upgraded on your account and the line remained active until the transfer in November 2023. Transferring from one account to another requires both exiting and receiving parties to agree to the transfer to complete the process. We trust this answers your questions. Have a great day and if you need further assistance, please contact us at **************.Initial Complaint
Date:04/23/2025
Type:Status:AnsweredMore info
Complaint statuses
- 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.
In or around November 2011, I participated in a C Spire promotion offering a free phone upon adding a new line. At no point was I informed that credit approval would affect my eligibility. Consequently, Ive been charged for both devices and have noticed additional unauthorized charges over several months. Despite multiple attempts to resolve this through customer service, the issue remains unresolved. They have charged me over $11,000 for cell phone service in ONE YEAR. I am seeking a full refund for the improper charges and a correction of my billing statements.Business Response
Date: 04/25/2025
Mr. **** has been contacted, and we have resolved the concerns addressed. He also has my contact number for our department if there are any other questions/concerns.Initial Complaint
Date:04/22/2025
Type:Status:AnsweredMore info
Complaint statuses
- 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.
Yes my name is ***** I applied for a phone at C spire and received my phone on March 24 my plan was the $70 All in deal which includes unlimited talk text and data but that's not so I haven't even had this phone and service a month and they have completely stop my internet it freezes and it also comes up that my internet connection is unstable so that's leaving u to buy data passes I'm not understanding if Im suppose to have unlimited data which means unlimited access to the internet but not with C spire it's not right for the customer to be unlimited data with hidden rules about it if I have a certain amount of data to use C spire shouldn't be charging us for unlimited data and we are cut off and slow our speed down or better yet cut off our data unlimited is what it is unlimitedBusiness Response
Date: 05/02/2025
We have spoken to Ms. **** and advised no credits were to be given due to the purchase and use of data passes after the customer reached the high-speed data cap of 100GB included in her plan.
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