Complaints

This profile includes complaints for C Spire's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  C Spire

  1018 Highland Colony Pkwy Ste 520 Ridgeland, MS 39157-2089

  
• 

  C Spire

  230 Frontage Rd Picayune, MS 39466-7532

  
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  C Spire

  2215 Highway 82 W Greenwood, MS 38930-2707

  
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  C Spire

  1005 S State St Ste B Clarksdale, MS 38614-4705

  
• 

  C Spire

  971 Brookway Blvd Brookhaven, MS 39601-2643

  

The 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:11/11/2024

  Type:Billing Issues
  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.

  My mother, ***** ******, died on 12/19/2023. As Executor of her estate, I left her Cspire internet/phone service active while we are selling her house. On October 1, 2024, I called Cspire and advised them I wished to discontinue service at that time. I was told to return the leased equipment (internet modem) to a Cspire location. On October 2, 2024 I returned the equipment to the Madison Cspire store (receipt attached). I called Cspire back and had the service discontinued (on October 2, 2024). Later that month I received a bill for the FULL billing cycle even though service was discontinued in the middle of that cycle. I waited for a prorated bill to arrive. I received a prorated bill for that partial month (final bill) in November. It included a $10 late fee (even though I had no idea what the prorated amount owed would be until I received that final bill). I paid the final bill MINUS the $10 late fee prior to the due date on the final bill. I now find online there was still an outstanding balance of $10 (late fee) on the account. On 11/11/2024 I called Cspire to inquire and have the $10 late fee removed. I spoke to a representative who said he had taken care of the late fee and it was removed. I logged back into the Cspire site after this phone call and now have a $100 balance due. I called Cspire back again to inquire about the new $100 balance due. I was told now it was for non-returned equipment. All equipment was returned on October 2, 2024 and this new equipment fee was never mentioned in the call to customer service 10 minutes prior where the late fee was alleged removed. I had a final bill of $61.89 for which I paid $51.89. I have a receipt for the return of the equipment and have no idea why there is now a $100 balance due on the account and want the account set to $0. It should not be this hard to close an up to date account of a deceased relative and am very disappointed in Cspire.

  

  Business Response

  Date: 11/12/2024

  Good Morning,

  The account referenced was the home services and the balance has been cleared. Please accept our sincerest apology for this oversight. 

  Customer Answer

  Date: 11/12/2024

  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:11/07/2024

  Type:Service or Repair Issues
  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.

  C-Spire constructed new fibewr lines in my neighborhood and dug up grass that was not replaced as it was before their construction. Their company webpage says "If you dig in my yard, will you put everything back like it was? Yes, we will make sure that any grass, flower beds, or other parts of your yard are back exactly the way we found them once the construction process is complete." I filed a property damage complaint in October. Today (11/07/20245) ***** ******* (Field Project Specialist) called to tell me that their work in my yard was up to their standards and all new "flower pots" were set to grade. I cannot mow the area they disturbed without scalping all the lawn around their work because it is not flush with the surrounding grass. ***** called from ************

  

  Business Response

  Date: 11/26/2024

  Mr. ******* has been contacted by Fiber Construction Manager and advised that flower post was installed according to company standards. It was also explained that raising the flower pot the height of his grass (2 inches) would create a tripping hazard. Picture has been attached. 

  Customer Answer

  Date: 11/26/2024

   

   Complaint: ********

  I am rejecting this response because: As shown in the attached photo, the box installed across the street is correctly installed at grade. Installing at grade does not create a tripping hazard. In fact, installing far below grade as C-Spire's contractor did creates a triping hazard by leaving a large hole in which a foot can fall. If AT GRADE, there would be no tripping/falling hazard. I am not asking that it be lifted to turf height, simply AT GRADE as others in the neighborhood were correctly done. If this is not corrected consistent with the levels across the street, all future personal injuries resulting from falling into the hall (most likely twisted ankle and the injuries that occur from this type of fall) will be the responsibility of C-Spire. A C-Spire representative should meet with me to walk the street to see how other boxes were correctly installed, yet mine remains a hazard. 

  Regards,

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

  

  Business Response

  Date: 12/09/2024

  Thank you for your feedback. As requested, we had someone to come to your home to take a look at the issue. We have received confirmation that the work has been completed. If you have any questions, please feel free to contact us.

  Customer Answer

  Date: 12/09/2024

  Better Business Bureau:

  I have reviewed the updated (Dec 9, 2024) response made by C-Spire in reference to complaint ID ********, and find that this resolution is satisfactory to me. A C-Spire contractor (*** *********) made my requested construction repairs today. *** *********' work today was exactly as requested.

  Regards,

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

   

• Initial Complaint

  Date:10/28/2024

  Type:Customer Service Issues
  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 terminated service with CSpire in May of this year due to cellular service (I had no service for the majority of the day, even though I traveled the main interstates and highways), excessive increasing charges every month with no change to services, poor customer service, no resolution to issues, etc. CSpire continues to charge me for service I do not receive from them 5-6 months after I terminated services with them. They have charged my credit card several times. I cant call them (as the threatening letter I received today says to do) because I do not have an account with ********************. I havt been able to access my account via the ******************** app from the second I canceled my service. The employee did not completely terminate my services although I have been to the store and attempted to call several ***********, after months of no communication from CSpire, CSpire sent me a threatening letter regarding collections for an account/services I do not have with them. The charges remain on my credit card. The employee did not complete the job as instructed during the 2 hours I commented between **** and CSpire to cancel my service with CSpire. I shouldnt be threatened (without prior communication OR AT ALL) regarding collections when I believed I paid all charges related to my previous carrier. CSpire sends me regular emails regarding a referral program, but refuses access to my payment history as well as to communicate regarding erroneous charges. Previously when I tried to handle this, I was told to call CSpire. CSpire will not talk to me. They say they have to send me a code to my phone. The codes never come through to my phone so they tell me I have to go to a store. My working hours dont permit me to go to the store. Today was the one opportunity I had and CSpires revenue assurance department was closed by the time I was able to get to a store. I was a customer for nearly 20 years and left because of the mishandling in many departments of C-Spire.

  

  Business Response

  Date: 11/01/2024

  Better Business Bureau Complaint ID ********
  ******* ******
  ************************************************************
  ************
  
  We have tried on 4 occasions from October 29, 2024 until today November 1, 2024 to reach the customer by phone. The first 3 attempts resulted in no answer from the customer and a voicemail message to the customer asking them to return our call. The fourth attempt resulted in no answer and receiving a message that the voicemail is not set up. Please see our research below.
  
  Upon review of your complaint regarding the billing charges associated with your account, we have deemed the charges are valid. 
  
  The May *******, monthly billing statement for $101.21 includes the charges accrued between April 12th, 2024, and May 11th, 2024. The mobile number ending in 5477 was ported out on May 29th, 2024, which is 18 days into the **** billing cycle. The payment amount of $101.21 was drafted in accordance with the amount due for **** monthly billing cycle. 
  
  The **** 11th,2024, monthly billing statement for $23.09 includes partial month charges of $7.37 for the mobile number ending in 5477 that ported out 18 days into this cycle along with the watch line on the account which was $15.72. This payment amount was drafted in accordance with the amount due for ****s monthly billing cycle. 
  
  The July 11th,2024, monthly billing statement for $15.72 included charges for the Apple watch line that was not disconnected until July 31, 2024. The payment amount of $15.72 was drafted in accordance with the amount due for Julys monthly billing cycle.
  
  The May, **** and July payments were disputed and charged back to your account on August *******, resulting in the total balance due of $139.36. 

• Initial Complaint

  Date:10/13/2024

  Type:Service or Repair Issues
  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.

  This phone was bought straight out with no contract online with a $100.00 trade-in. I got the phone on 10/01/2024 (almost two weeks).I got a *** Flip 2 phone from C Spire, and it will not export my contacts to the ** card. The user manual for the *** Flip 2 phone says, "To import/export contacts from/to memory card, Gmail, Outlook or Bluetooth" The only option the phone gave me, is to save it to the sim card. Who want to save it to the sim card, if they go to a different carrier with a new sim, they have no contacts, its all on the old sim. C Spire support (online) try to help me the same way the manual as it listed to do and then told me to take it the C Spire store. I took it to the store in **********, **. They did it the same way the manual and C Spire support had me to do. Then told me there nothing wrong with phone but the manual says, "To import/export contacts from/to memory card, Gmail, Outlook or Bluetooth" and there no option to save to sim in the manual. I never had a phone that could not save contacts to the ** card. I believe this phone is either defective or have corrupt software or been altered from the manual, for some unknown reasons. I was not even offer to warranty it.

  Customer Answer

  Date: 10/14/2024

  I got a call today(10/14/2024 from C-Spire, They told me HCL told them that export contract to SD card is no longer available for security reasons.

  I have also been in contact with HCL and they try to help me to export my contract to my SD card to way the manual says to do. They do not say anything about that it can't be done for security reasons.

  I do not except C Spire explanation and I will not close this case. Something is not right here.

  Customer Answer

  Date: 10/16/2024

  BBB, please close this complaint. I have a response from C Spire in reference to complaint ID ******** and find that this resolution is satisfactory to me.

  TCL need to update your owner Manuals.

• Initial Complaint

  Date:10/04/2024

  Type:Billing Issues
  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 preordered a new cell phone in September 2024. I was charged a $116.27 fee. I was supposed to be sent a form for the order and for my signature. I never received the email for my signature. I was sent a preorder number **********. I never receive the phone. When I received my monthly bill, I was charged the $116.27. When I called them ,I found out the order was cancelled. I asked about the $116,27 credit. They said it would be credited on my September bill. It wasnt. I called again and they wouldnt list to my explanation. So I hung up. I have been doing business with this company for over 20 years. Would like to be created a little more with respect.

  

  Business Response

  Date: 10/04/2024

  We spoke with Mr. ******* on October 2nd due to Take It to The Top Escalation submitted. Information provided to Mr. *******: Spoke with AH, upset has not received IPhone 16 Pro. Explained to AH, order#********** placed on 9/17 was canceled due to RISA not signed. Due to RISA not signed within 24 hours order#********** was canceled. Advised although $102.03 was billed to account and appears as a charge - credit was issued on 9/22 to cover BTA charges. AH was advised that credit appears on page 3 of bill. AH failed to pay Aug bill $144.28 which caused double bill for Aug/Sept which have not been paid. AH became upset stated that was incorrect and would visit Retail to disconnect or port out to TMobile. AH ended call without warning

  Customer Answer

  Date: 10/09/2024

  I never received a bill for August. I never received the so called RISA to sign. If they cancelled my order for lack of signature on The RISA, who authorized the charge of $116.47 for devices on my September bill. 

• Initial Complaint

  Date:09/19/2024

  Type:Product Issues
  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.

  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

  Date: 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

  Date:09/12/2024

  Type:Customer Service Issues
  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.

  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

  Date: 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

  Date:09/02/2024

  Type:Service or Repair Issues
  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.

  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

  Date: 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

  Date:08/12/2024

  Type:Billing Issues
  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.

  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

  Date: 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

  Date:08/08/2024

  Type:Billing Issues
  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 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

  Date: 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.************.