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

  
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  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:10/05/2023

  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.

  After my husbands death I went into the c spire store to change our phone plan to remove my late husband as the account holder and stop service to his phone. I purchased an Apple Watch to be able to contact my children when on ambulatory calls. I was placed under a contract for both my phone and watch that I was re-ensured by the employee was no contract. I have been charged for 2 contracts that now I will not be able to leave.

  

  Business Response

  Date: 10/20/2023

  Thank you for contacting us to express your concerns regarding your apple watch. We understand you have spoken with the Regional manager on two separate occasions and the option to return the unopened watch and remove the installment agreement was presented and you respectfully declined that option. Unfortunately, we are unable to process your request for credit. 

• Initial Complaint

  Date:10/04/2023

  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.

  In July 2023 I switched from cspire to ATT for better service and a cheaper bill. Cspire closed my account but I never received a final bill. I tried logging into my cspire account but it was closed so I couldnt even get in to see what I owed or how to pay it. I tried calling cspire with 611 but because I changed carriers it just called ATT. I assumed they would send me a bill but I never received one. Two days ago 10-2-23 I got a letter threatening to turn me over to collections if I didnt pay my final bill of $258 and some change. I called to try to set up a payment arrangement and explain I never received a final bill and was unable to sign into my account to see it. I didnt get a break down of what I owed or itemized to detail what the charges are for. Why is my final bill almost 3 times what I paid in one month for service? Cspire told me that u have until November 20,2023 to pay my final bill in full or theyll turn me over to collections. They wouldnt let me set up a payment plan or settle with me. I still dont know why I owe that much. In this climate of everyone struggling to feed their families I feel this company is being greedy. I got an email that my local store closed down. It seems to me way too many people are unhappy with cspire and leaving their service.

  

  Business Response

  Date: 10/09/2023

  Thank you for contacting us regarding your balance concern. The charges are a result of the May and June bill charges as well as the remaining balance of the device you owed at the time you changed carriers. You can get a print out of your bill at any time in a Cspire store with picture ID so you can review what is being charged. The balance owed on the account is valid and no adjustments are due at this time. You can set up a payment arrangement if needed with out financial department by calling ************** Monday -Friday from 8AM to 5 PM.

• Initial Complaint

  Date:09/20/2023

  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.

  In June 2023 I decided to try Cspire for my phone service. The service turned out to be horrible, there was so much static I couldn't hear the other person as well as it continually dropped calls. After 3 days I went back to the cspire store returning the phone, discontinuing their service and closing my account. After the account was closed they sent me a refund for the remaining balance on my account. THEN the bills starting coming in and are now up to $209.00! I've called them numerous times, went into the cspire store many times, sent messages, called and emailed them attemping to straighten this matter out. They keep telling me I never closed my account. I ask them if I never closed my account why did they send me a refund? ALSO what are they billing me for, I don't even have their phone. This is insane! They are trying to take advtange of a senior citizens thinking I will not stand up for myself and just pay it. I guess that's what makes them rich. That is not the case! This is fraud and unfair business practices. Truly, how can they charge someone when they provide no service They should not get away with this!! PLEASE help me!! Thank you, Respectfully, ***** *******

  

  Business Response

  Date: 09/25/2023

  Thank you for contacting us regarding your concern. I have removed the charges from the account and you will not be billed further. 

  Customer Answer

  Date: 09/25/2023

  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:09/18/2023

  Type:Order 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.

  My mother has dementia and is in a memory care facility. I bought her a cell phone designed for dementia patients. I am attempting to switch her phone number from her CSpire phone to the new phone but CSpire is not allowing it. I'm an authorized account manager on her account which gives me permission to make changes to her account including disconnecting service but CSpire is not cooperating. They insist that in order to change her service, I need to physically drive to CSpire store and present a power of attorney. The closest CSpire store is a few hours drive away in another state. This is ridiculous. CSpire is holding my elderly mothers cell phone number hostage.

  

  Business Response

  Date: 09/25/2023

  Thank you for contacting us regarding your concern. I am showing this matter has been resolved through a previously filed FCC complaint. if you have further questions or concerns please contact us at your convenience. 

• Initial Complaint

  Date:09/07/2023

  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.

  ************ is great. Employees are liars and worthless. I ported my number to be a new customer. Girl at store told me I have 1 year damage protection. If damages screen, it would be replaced at no cost to me. ****, with customer service said, that's correct multiple times,he said I could go to store and have glass replaced at no cost. I drove 30 minutes to ********, was told 95dollars. I explained what protection I have and **** confirmed. He called me a liar with customers and other employees around. Some employees were gathered, and talking. Using the n word. I left and called customer service again. Spoke with a woman who told me,I was not protected and did listen to the recorded call with **** so offer to replace phone. I never wanted another phone but they refused to just replace glass. Said she would send a new phone. I received a used and damaged phone. I am 100% disabled. Each trip to store is an hour round-trip. Spoke with *******. And she can't keep it together. I stated I would never go to the ******* store or ******** store again. And she said that's fine, d'iberville store would be okay. She left a voice-mail saying I have to go to *******. I refuse. Spoke with lady who had phone mailed. She threatens me and there is no resolve. I canceled auto pay and will no longer be a customer. I told her. The debit card for auto pay is not mine. I never ordered the phone and never agreed to any policy or return. I can not afford to make the trip nor can i physically currently. They refuse to mail me a return label. I am not driving an hour for their mistake. It has been 2 weeks and my phone is not working properly. So now, I lose my number i had for years and can't afford to go to another carrier. I haven't worked since December 10th 2020, when a drunk driver hit me. I'm not able to do anything. company may have great cell service, but employees are trash. All this over a 10 dollar glass.They have recording of me being told that I have protection

  Customer Answer

  Date: 09/21/2023

  I drooped the phone off at the cspire store in ***********.   I haven't had the service for which I paid, 3 weeks now.  And phone will be disconnected on the 22nd September.   I am going to lose my number and not have phone service. Stuck with a broken phone that is 100% covered by damage protection, 2 employees confirmed (cspire has audio recording) 

  

  Business Response

  Date: 10/11/2023

  Thank you for your patience while we research your concerns.Upon review of the account, on August 28, 2023,  a new phone was shipped to you due to inaccurate information surrounding protection of your original phone that was purchased online and activated in the ******* store on February 21, 2023. The supervisor you spoke with advised you would have to return your broken phone to local store as we were unable to provide the tech with the funds to cover the cost of the repair. The new device that was shipped to you was returned to the *********** store, as you advised you did not ask for a replacement device, and you wanted a receipt to show where it was returned. We are unable to issue a refund, as you were not charged a restocking fee upon returning the new device to the *********** store.  

  Customer Answer

  Date: 10/12/2023

  I did return phone. To store,as it was not new and it was damaged. They could not exchange, as it was sent by mail. I have lost my phone service and phone is still damaged. I would assume,fixing or replacing phone, restoring my service and $90 credit for all the hours driving back and forth,at the direction of your employees, would be the best solution. As I stated the cell service is great.  If you're unwilling to do so, I will proceed with other options.  I'm unwilling to allow a major company to get away with this. 

  Customer Answer

  Date: 10/12/2023

  [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: 20570390

  I am rejecting this response because:

   

  employees told me i had protection when i purchased the phone,and customer service. If ********************** doesn't want to fix or replace the phone, restore service and credit my account for the 3 hours of driving, Being insulted in store, that's fine.  However, the agreement is recorded that I have protection against damage, at the very least, I expect phone to be fixed or replaced.  Verbal agreement is binding and company is responsible for their employees.  

  Regards,

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

  

  Business Response

  Date: 10/17/2023

  Thank you for your rebuttal; in lieu of incorrect information being provided by the agent, we agreed to send you a replacement device and advised to send your old broken phone back to prevent being charged. Per your previous response you advised you sent the replacement phone back because it wasnt new. Weve thoroughly reviewed your complaint and spoken with the Manager of the DIberville store to which you were adamant the replacement device was not new and you wanted to return it. The manager confirmed the replacement device sent to you was a new device and they would not be able to replace your device, as they did not complete a warranty claim for you. You were given a new free device. The manager reluctantly agreed to return your new replacement device but agreed and provided you with a receipt showing the return of the device. We are unable to issue credit for the return of the new device or loss of services. 

  Customer Answer

  Date: 10/17/2023

  The company is lying. The phone sent to me was damaged, and I returned it. Cspire has made their decision. I tried to allow the company to resolve for what they promised me without continued service. I prefered to have phone repaired or replaced and continued service and the company's representative decided neither. The damages caused to me are much more than the resolve I offered. I will wait for resolve until November 1 2023 before taking further action. At that point, I will send a demand letter for what they promised, a sum for the loss of my number, damages to my mental health, etc.  Before filing a complaint in small claims court, C-spire and *************** will be the named defendants. 

• Initial Complaint

  Date:09/07/2023

  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.

  ok my account number is ********** i went to the store in call about turning my house phone off April and may on up, so they continue to send me a bill for 125.00 when i ask to be turn off i also call about it to customer service about it the lady telling me about no note in the computer at all why is i am charge.the store when i go in there they have poor service in want go into the computer and note your account just talk to you when u come in there in that it

  

  Business Response

  Date: 09/14/2023

  Thank you for contacting us regarding your bill balance concern. We have contacted the store you went to in May and an adjustment has been made to your account balance. If you have further questions or concerns regarding your Cspire account we can be reached at 601.974.7514.

  Customer Answer

  Date: 09/14/2023

  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:08/15/2023

  Type:Service or Repair 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 left Cspire and went to Consumer Cellular on August 10, 2021. I had issues with Cspire releasing my number and porting it to Consumer Cellular. It took around 3-4 business days and finally got my number to Consumer Cellular. Fast forward to a few months ago, any customer of Cspire who tried to call my phone number with Consumer Cellular (that did come from Cspire) cannot reach me. The phone does not ring! I can call them but when they try to call me it either says call failed or it doesn't even ring. I have worked with both Consumer Cellular who did the most troubleshooting and Cspire who could careless. Cspire needs to look into why I cannot receive calls from their customers! This is beyond absurd.

  

  Business Response

  Date: 08/16/2023

  Thank you for contacting us regarding your concern. We actually spoke yesterday and I have confirmed this number is no longer in our billing system. We are unable to troubleshoot a number that is no longer active in our system. Please have the Cspire customer that is having trouble contacting you to call us at 1.855.277.4735 for assistance. 

• Initial Complaint

  Date:08/15/2023

  Type:Order 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 Friday, August 11th I went to c-spire wireless to purchase a new 512GB phone that they was running a special on. I pacifically told the the lady helping me exactly what phone I wanted and she went to the back to the phone not realizing she grabbed the wrong GB phone. She made me pay for it before she even took it out the box keeping the box with her at all times. So in the process her setting the phone I asked her did she get the 512GB phone that I asked for and that's when she realized she picked up the wrong phone. Then telling I would have to pay restock fee if I wanted the 512GB phone, now keep in mind, she was the one that went to the back to get phone not let even letting touch the box to verify it. OMG, I lost it and demanded all my money. They refunded my money and still charged me a restock fee $87.40 total. I would like for them to refund my $87.40 because it's not my fault that she picked the wrong phone.

  

  Business Response

  Date: 08/23/2023

  Thank you for contacting us regarding your issue. I escalated your concern to the management team at the Oxford store. Your account was credited for the $50 restocking fee on 08.19.23 by *******, the Manager of the location.  The Market Manager went in today and gave you an additional $37.40 due to the fact you drove over to Batesville to pick up your device.  He left you a voice mail to call him back when you get time. Please don't hesitate to reach out to us if you have additional questions or concerns. 

• Initial Complaint

  Date:08/15/2023

  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.

  They continued to charge me even after I discontinued services. They are threatening me that they are going to turn me over to collections.

  

  Business Response

  Date: 08/16/2023

  Thank you for contacting us regarding your bill concern. I will be happy to discuss your bill charges with you. As stated, you ported your phone numbers to another carrier in June of 2021, however you left an iPad active with our company. We never received a request to discontinue the service, so it continued to incur charges. Your account was set up on autopay and your automatic payments was cancelled via our website after logging into your online account on March 19th,2023. This caused balances to accrue for the iPad until the account was disconnected by a representative when you contacted Cspire  on June 25th, 2023. The charges are valid as we never received a request to terminate the service that remained active on the iPad. If you have further questions or if you would like to discuss a payment arrangement, please contact our financial department at 1.800.647.0884.

  Customer Answer

  Date: 08/22/2023

   

   Complaint: ********

  I am rejecting this response because

  I spoke with them in March and may and then in June . They have documentation that I called they said they just don't have documentation that I asked to discontinue services. How can I prove I did they tape calls can't they review them and see that I did asked them to . I have spoken with people at the company they said they couldn't disconnect until the 25 th because of some policies they have so I told them to disconnect at that time then . But it was not done the person I spoke with time before last said the same thing but  he also said they cut service off on 5/30 . But every time I call they just keep saying no one called. 

  Regards,

  ****** *****

• Initial Complaint

  Date:08/11/2023

  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.

  I got CSpire to come install internet service at my house on 5/4/23 I believe. They had 2 separate contractors come to my house leading up to that date to connect fiber to the house. A few weeks after installing it I noticed I kept hearing an awful sound but couldn’t figure out where it was coming from and it wasn’t all the time because my AC wasn’t running much. So eventually I found like a 10-12” drill bit left in a crack of my AC condenser. It was banging on my condenser fan and sometimes stopping the blades from turning at all. I called cspire and complained. They sent a guy out named ** and he offered me a free month of service while he investigated. I declined and said no thanks I needed to see how my condenser operated and if it wasn’t working properly I would reach back out to them. Once it really warmed up I was able to see how inefficient my AC was running, turns out the fans don’t blow air straight out the top anymore. It’s pushing air more towards the sides so I think the fan blades have flattened out a bit or either the motor isn’t running as fast anymore. So I reached out to cspire 7/21/23 asking them to fix my AC and they haven’t done it yet. And I’m paying more for my power bills than I ever have each day it’s left running inefficiently.

  

  Business Response

  Date: 08/23/2023

  Thank you for contacting us regarding your concern. Your issue was escalated to our Fiber team for investigation. *** ***** ******* *** ******* completed an assessment on Friday, August 18th. The technician stated the AC unit is 17yrs old and the issue was the coils was clogged up really bad. *** ***** went thru the whole system to verify everything else was working properly. They advised us they got the you set up on a maintenance plan and we are not responsible for the bill after talking to the technician.  If you have further questions or concerns please contact our Fiber department at anytime. 

  Customer Answer

  Date: 08/23/2023

  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,

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