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.
- 47 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:07/27/2024
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.
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
Date: 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 Answer
Date: 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 Answer
Date: 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
Date:07/26/2024
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.
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
Date: 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 Answer
Date: 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
Date: 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
Date:07/21/2024
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.
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
Date: 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 $22Initial Complaint
Date:07/12/2024
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.
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
Date: 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
Date:07/09/2024
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,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
Date: 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.Initial Complaint
Date:07/05/2024
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 a customer for 17+ years. I went to add a line for my daughter. I was told that, since I already had a family share plan, adding a new line would not raise the price- Im fact, it would be $20 cheaper (multi-line discount). The new phone for her was free. I was not told it was a refurbished phone (I found that out later when reviewing my account online). The phone being refurbished was not disclosed; I thought it was new. I added a watch for her, which is $15/month (still keeping my bill approximately what it was before). I am a single parent and monitor my budget very closely. I cannot afford to overspend. I asked the associate repeatedly about monthly costs, explained to him that I am on a single-parent budget, and listened to him tell me over and over how my bill would not increase. Now, after seeing my bill, I see that it has almost doubled. Instead of the $101 I paid before, its now $195 (before taxes/fees). I cannot afford to pay that for the next 36 months, which is the life of the contract. I went to the company, explained the situation, and was told they couldnt help me. Theyll talk to the associate about understanding pricing moving forward. They also *may* be able to take the devices back and remove them from my bill, leaving my daughter without a phone, which she needs for school and church sanctioned travel (clubs, competitions, camps, etc.).Business Response
Date: 07/09/2024
Thank you for contacting us regarding your bill concern. I have spoken with the manager of the store. At this time, you can return the equipment for a refund. We do have less expensive options available with our prepaid service that *** better fit your needs. Our prepaid plan options start at $30, $25 if you sign up for autopay. There are also back to school deals available on phones. We are unable to offer the service you currently have at a lower cost.Initial Complaint
Date:06/25/2024
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 called CSpire in early May to see if my account was one in which a fee was going to be charged for paying with a credit card (I was already on autopay) the rep told me she could switch me to another plan that, with discounts, would be @$10 cheaper than the &93 I was paying. When my bill notification came, it was about $120. After talking with her, then a supervisor, a discount was added and a promise that my bill would be about $95 ( higher) but I couldnt go back. Yesterday I was charged $105 and my next bill will start being about $30 higher than my old one. No more discounts, mine are gone, and a lesser plan would still cost more than I was paying. UNETHICAL PRACTICE!!Customer Answer
Date: 06/25/2024
I believe their main office is in *********. I was not given that option. Thank you.Business Response
Date: 07/09/2024
Thank you for contacting us regarding the amount of your plan cost. As discussed, I can put you on cheaper plan that would save you about $20 per month, but the grandfathered plan and affinity discount, are no longer available. We discussed changing you to the Everybody Deal Plan for $60 per month ($55 with autopay and e-billing). We also discussed eligibility for lifeline assistance. There have not been any changes made however if you would like to process the change, please contact me at your convenience or you can change you plan at any time by visiting www.cspire.com.Customer Answer
Date: 07/09/2024
[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: 21899708
I am rejecting this response because: Their response is misleading. They have suggested other plans that are cheaper just to lower my bill. Not only are these plans still more costly than what I was previously paying, and even more than I was told my new bill would be, but they are for less service than I was getting. I may not always need how much data I am using each month currently, but I may one month and that is not their concern. They also suggested I able for government aid. Neither suggestion addresses their failure to honor the new monthly charges I was promised that made me agree to switch plans in the first place. I am currently paying my increased bill as I make plans for my next step, but I am far from happy about it and would now want reimbursement as well as a lower monthly bill to consider this resolved.
Thank you.
Regards,
***************************
Initial Complaint
Date:06/22/2024
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.
On 6/4 cspire technician ******* J****** drilled unnecessary holes in my closet floor and shelving. I contacted cspire the same day to get reimbursement. On June 10th cspire asked me to get a repair cost for reimbursement. I submitted a repair cost of 599.97. On June 18th I contacted cspire again. On June 19th I received a call from ******* ******** answering questions regarding the repair. The home was constructed to have the wire routed through the wall. The technician was aware of that option, but chose to go with the option of drilling holes. I would like to get reimbursement for the repair and cspire has not agreed to pay for repairing the damage.Business Response
Date: 07/08/2024
Thank you for contacting us regarding your damages. Our fiber team has reached out to the customer regarding the issue and a resolution is forthcoming. The ticket number is ****************.Customer Answer
Date: 07/09/2024
Complaint: ********
I am rejecting this response because: the damage occurred over 30 days ago, and the original ticket ***** submitted on 6/5, also still has not been resolved in addition to the ticket ***** not being resolved . I simply request again to get reimbursement of $599.97 as soon as possible for making the repair. Also, I reached out on July 1st for reimbursement and have received no response.
Just opening a ticket and saying a resolution forthcoming, over 30 days past the original reimbursement request and ticket number does not give me enough reason to close this complaint.
Initial Complaint
Date:06/10/2024
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.
Former owner of my home passed away prematurely about 3 years ago from COVID. Cspire keeps sending me a monthly bill addressed to him. Since purchase I pay all the CSpire services. I have contacted them at least 6 times with the fact he is dead and that they can cease sending monthly bills to him for a service no longer provided. His widow has also contacted them several times. I have now had to deal with 21 pieces of mail from them. I have contacted them and been told they have no ability to stop sending these bills ???? This is absurd. I am planning to start forwarding them to CSpire CEOs home address for him to deal with these every month. Can you get this company to have a more suitable, practical, efficient, and ethical response to this problem? Given many die, I assume others have the same interminable experience.Thanks,****Business Response
Date: 07/08/2024
Thank you for contacting us regarding your concern. Per our conversation, you were not able to locate a bill to provide me with the account number so we could get the mail stopped. We also discussed you wringing "return to sender" on the bill statements so we will receive it back and stop the mail from being sent out going forward. Once you are able to locate a bill statement or if you receive another one, I have also provided you with my contact number to reach me so we can get this issue resolved as quickly as possible.Initial Complaint
Date:05/31/2024
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 went into a cspire store in May at the ****************** and tried to change my service from att to cspire, when the rep pulled my credit said I had 2 old account that's was owed on and was in write off status, the rep call collection and the rep she talked to in collection said that she would remove the one account that was 1700 dollars well today May31 I called and was going to change and the rep *** called the collections and said that the account was not supposed to be removed and was gonna have to be put back I am very upset with cspire and i want this issue resolved cause I was lied to it was there mistake and it should not have been put back on my accounts. I need someone in the executive office to call me asap at the number listed.Business Response
Date: 06/06/2024
Thank you for contacting us regarding your concern. Your account has been reviewed by the manager of the collections department and your balance is not eligible to be removed as the charges are valid. If you have any questions, please contact our collections department at ************** to discuss this further.Customer Answer
Date: 06/06/2024
[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: 21784751
I am rejecting this response because: I was promised that one would be removed cause they are in write off status.
Regards,
*******************
Business Response
Date: 06/10/2024
Thank you for reaching out regarding the write off status of two accounts in your name. One write-off balance has been removed, leaving a remaining balance of $797.44 that is due. This balance will not be waived and can be paid by with a credit/debit card or by paying in cash at your local C Spire store. Thank you for your time and attention in this matter.Customer Answer
Date: 06/10/2024
[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,*******************
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