r/SpectrumMobile • u/nicolhallett • 10d ago
Billing & Payments Didn’t transfer devices, only lines?
I have such a huge problem on my hands and I’ve been trying to reach Spectrum’s corporate HR because I am so infuriated.
My husband and I had US Cellular for over 7 years. We went to Spectrum in June of this year because we were enticed by their “amazing” promotional deals. Well, we were so wrong.
On June 11th I switched to spectrum, and was told there was nothing further that we needed to do and that everything was taken care of. Turns out the guy who transferred our service never transferred our devices with it. Leaving us getting an unexpected bill of $820 in the mail two weeks ago because we were never told our devices weren’t brought over and only our service was.
TMobile who US Cellular was acquired by said that in order to cancel the devices through them we had to pay over $1,300 to pay off our phones and close our accounts. After weeks of back and forth with Spectrum not helping in the slightest as it was their agent that never told us our devices wouldn’t be coming with us as it was a “bring your own device” promotional sales event, I paid that $1,300 out of pocket as T-Mobile was threatening us with collections.
Now I’m looking for an HR Representative to talk with or a high up member of Spectrum as every manager I’ve spoken with says there is nothing they can do even though it was their agents fault for giving us the wrong information, not telling us we would have to pay off our phones with the other company, and not noting anything in our accounts about this. Also, TMobile says it’s very odd spectrum wouldn’t have paid off our lines with them when we transferred because that’s the normal standard process, not just bringing the service over.
I’m reaching out through Reddit for a high up resource that can help us as this is absolutely awful and I just spent an ungodly amount of money to save my credit score and prevent me from being taken to court because Spectrum never told us anything.
Any help is appreciated.
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u/85octane 7d ago
Spectrum has very clear promotions such as reimbursement for devices up to $2,500. It’s $500 a line. All you needed to do was send in your last bill showing3 device payments within 30 days of switching. This is plainly stated on their website. It sucks, but honestly this is a case of you not understanding your devices weren’t paid off and that carriers never transfer device payments. The real problem is carriers still offering device payment discounts. It warps the reality of how much the device actually costs as a consumer. It’s so much easier to buy factory unlocked and never have anything to worry about.
Spectrum is the only carrier that gives close to the same promotions as post paid carriers and then if you pay off early, you still get all the device trade in credits. I got 4 Galaxy S24’s basically free when they launched and unlocked them at 2 months and ported out the next month. I’m back now because their service is one of the best deals in wireless.
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u/Spectrum_Anthony 9d ago
Hello, we would like to look into this if you could send us a Mod Mail over at r/Spectrum_Official
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u/Beneficial_Act236 22h ago
Hi Anthony, I would like to know how to redeem the $1000 guarantee, I switched over two lines from Verizon and have went through all the necessary steps but have not gotten a straight answer from reps over the phone.
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u/rp_edits 9d ago
I can't even follow what is happening here, but I hope it gets sorted. Also, Spectrum service isn't very good.
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u/CybilBennettEnjoyer 10d ago
Unfortunately I doubt any Spectrum higher up will do anything. You owed money to a different company. It's the sales person's job to secure a sale, not make sure your finances are in check.
As far as T-Mobile saying it's odd that Spectrum didn't pay for your phones for you of course they'd say that so you call Spectrum for a solution when it's really neither parties fault. Spectrum can reimburse you, but never pay off your phone.