Complaints
This profile includes complaints for C Spire's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 124 total complaints in the last 3 years.
- 46 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:07/16/2025
Type:Customer Service IssuesStatus: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.
[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: 23608860
I am rejecting this response because:
yesterday, I went in person to the cspire store to show my ID per ****************** instructions. I then resubmitted my number transfer, to which cspire has still not allowed the transfer. Please allow the transfer, I have done everything required of me by cspire.
Regards,
***** ********
Business Response
Date: 07/18/2025
We understand your concerns regarding the transfer of your mobile number to a third party and appreciate your attention to this matter. As discussed during our conversation on July 16, the port request submitted by the gaining carrier was rejected due to an incorrect mailing address. For your protection and to prevent fraudulent activity, the address on the port request must match the one we have on file. If the gaining carrier is unable to update the request with the correct address, you may visit your local C Spire store with a valid photo ID. Our team will be happy to assist you in releasing your mobile number directly. Please dont hesitate to reach out if you have any further questions at ************.Business Response
Date: 07/21/2025
We have confirmed that your mobile number has been active and released to the gaining carrier since July 19.Customer Answer
Date: 07/21/2025
[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
Date:07/05/2025
Type:Delivery IssuesStatus: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.
Started installing CSpire the beginning of June. The line was cut so the technician spliced it and ran a line around the house. The line is still sitting there. I have called several times and a supervisor will not call me back. I have several of the calls recorded requesting a call back and information. They have not contacted me or installed the line. I bet if I didnt pay my bill they would do something. I dont think I should have to pay until they install the line. I have gone in their system and put 3 complaints since Tuesday. I believe everything goes into file 13. No one cares.Business Response
Date: 07/11/2025
Thank you for contacting us regarding your concern. We contacted our fiber department to address you issue and they have confirmed resolution. If you have any further questions, please our fiber team directly at ************. Thank you for your patience while we worked to resolve this issue.Initial Complaint
Date:06/27/2025
Type:Billing IssuesStatus: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.
[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: 23529328
I am rejecting this response because: I requested a call back after I spoke to ******* because I still was having service issues after we spoke. No one has called me from IT yet
Regards,
******* ******
amount to be waived but was denied.On 6/27, **** told me my ******* S25 would cost $899.99 over 36 months, but the app shows I owe over $1,000, and I was told $1,026.63 would be due if I canceled. This billing is unclear and inconsistent with what I was told.Given the confusion, lack of transparency, and inconvenience, I no longer wish to continue service. Im requesting all remaining fees be waived so I can switch providers without further penalties.Please escalate this matter. I need a resolution as soon as possible.
Business Response
Date: 07/12/2025
Thank you for reaching out. We understand your concerns regarding the recent activation of your account, and wed like to clarify the details of the promotional offer and billing expectations. You were advised that you are eligible to receive up to $650 in credits to assist with switching from AT&T, based on the remaining balance owed on your previous account. To receive this credit, you must maintain service with us for 60 days. After receiving your final bill from AT&T, you can submit it for reimbursement. Once your submission is approved, the credit will be applied to your account.After the credit is applied, you will not owe a bill until the credit is fully used. Additionally, youll need to create an online account to manage your wireless service. The current plan you selected does not qualify for bundling discounts. Your first bill may include one-time proration charges depending on your activation date and your billing cycle. Regarding your device, you received $300 in trade-in credit for your previous device. You are receiving $899.99 off your current device, applied over 36 months. If you choose to disconnect service early, you are responsible for any remaining balance on the device. For further assistance, please contact us at ************.Business Response
Date: 07/15/2025
Thank you for reaching out to us. We understand your concerns regarding the recent issues with your service. As discussed during our call on July 14th, we performed troubleshooting on your device, which included resetting your network settings and enabling data roaming. After monitoring the situation for 24 hours, on July 15th, we confirmed that your service issues have been resolved. Should you require any further assistance, please dont hesitate to contact us at ************.Initial Complaint
Date:06/19/2025
Type:Billing IssuesStatus: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.
About two months ago, I took my 70 year old mother into Cspire located in ****************. She's been with Cspire for over 15 years. She needed a new phone. She had been experiencing serious malfunctioning with her previous phone. ************. Since she's up in age I try to assist her anyway I can. On this particular day she brought her 18 year old granddaughter with her. ** ******,along with myself ** ****** ********-****.All of us have phones. I've been with cspire for almost 20 years. I don't know if either of us will remain cspire customers. My mother was the only one that needed a new phone. Cspire had a special at that time buy one get one FREE!! My mother didn't want a high tech phone She just wanted to be able to communicate with her family and friends. I'm a retired disabled veteran and my mother is on fixed income. The young man stated he needed to see my neice driver's license, to be able to receive the FREE PHONE. I asked him was he running a credit application and he replied no account number *********** (**.******) my *****. I could've easily added my mother to my account ************ and got a better deal for the amount of those phones. My 70 year old mother just needed a new phone, instead we got two phones with a bill of ******. Technically my mother didn't get a phone my neice did. Because they put those phones under my neice account. The young man instructed her to go outside to swap out the stem card. My neice was more familiar with that.l, and she did. My mother pays ***** for her phone every month. Something wasnt free, the young man gave us miss information and took complete advantage of our lack of knowledge. The only thing he was suppose to do was sell her a phone. Is this how Cspire treats senior citizens, disabled veterans, and teens? I'm appalled by the technique and tactics used. I'm over 50 myself and I've upgraded on phones. He created extra bills for them both, which they didn't need. ****** hasn't been paid. Please note.Business Response
Date: 06/19/2025
Spoke with ****** ******** was provided detail on visit to ******* Retail for assistance with mother's device. ****** stated her mother and niece went into store with her for assistance with mother's device. While in retail store ***** was offered a promo to buy a device receive one free. ****** states her mother already had an account and there was no need for niece to establish an account. It has been advised to ******, that due to devices/billing in niece's name we would not be able to discuss account with her. ****** was very understanding of this matter it was advised we would contact niece to answer any questions.Initial Complaint
Date:05/20/2025
Type:Billing IssuesStatus: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:Customer Service IssuesStatus: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.
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: 05/20/2025
(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.
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:Billing IssuesStatus: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:Service or Repair IssuesStatus: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:Sales and Advertising IssuesStatus: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:Service or Repair IssuesStatus: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.
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