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Posts: 1
Registered: ‎07-27-2020

complaint about our sprint cell phone contract and bill

[ Edited ]

I am writing with a complaint about the situation we find ourselves in as a result of a combination of our lack of vigilance and poor services from Best Buy and Sprint. 

In May, 2019, we purchased new phones and signed a two-year contract with Sprint.  We did all this at a Best Buy store in Mentor, OH. 

We came into the store as a family for only a single phone, but the prices quoted for the new phones with Sprint sounded too good to be true. In fact the quote sounded so unbelievable, we confirmed the price with several of the Best Buy salesmen we worked with.  We were told the price quoted would not change over the life of the contract.  So we bought four new Samsung Galaxy phones, an Apple iPhone, and signed a contract for two years. This was a significant purchase for us; one that would affect our daily lives.  We planned to use the phones to keep in contact with our three  college sons.

Sprint sent me texts over the next months, telling me they were applying discounts that would  lower our monthly bill.  I tried to research them on the Sprint website, and ended up giving up in confusion.  But the mysterious discounts did lower our bill so I let it go.  Our monthly bill went up only slightly after they were used up, and we felt lucky. 

However, we didn’t stay lucky.  Our last bill from Sprint is $30 higher than the previous one.  After investigation, a rep said that our contract used a Sprint promotion that normally lasts 12 months but Sprint extended it for us for 2 more months.  I thanked Sprint for that, but I told her that I didn’t understand why the bill went up at all when we had gotten confirmation of the price before signing.  She answered by repeating herself; I thanked her and disconnected.  In other words, our bill going up is not Sprint’s problem.

So now we have this problem that we all made together. With a contract that goes until May 2021, and a monthly price that is $30 higher than expected, we owe approximately $300 more than we planned for.  And with the current pandemic and economic upheaval, an extra $300 in bills is not easy to swallow. Neither is the idea that we don’t know what Sprint will charge us in the future. 

This experience has left a bad taste in my mouth where Best Buy and Sprint are.  I accept partial responsibility for this; but I also think you should know howyour company handled this transaction. I can only hope that this sort of customer service is not routine at your corporation. I am also contacting Sprint Corp and T-Mobile.


Ann {removed per forum guidelines}


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Registered: ‎08-21-2017

Re: complaint about our sprint cell phone contract and bill

Good morning, Ann,


Thank you for taking the time to visit our community forums. I can certainly understand how big of an impact it would be for a monthly bill to increase unexpectedly. I would be happy to help you look further into this.


Oftentimes, the store where you made this purchase is best suited to help you review your contract information. Have you been able to contact our Best Buy Mentor for further assistance? If not, I would be glad to reach out to them on your behalf.


I will need some additional details so I can begin to review this. Can you please send me a private message that includes your:


Email address

Phone number


You can send me a private message by clicking the blue button at the bottom of this post. I look forward to your response.

AndrewB|Social Media Specialist | Best Buy® Corporate
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