Cricket Wireless

Had my number changed a couple times unwanted calls every time I have to pay 15.00 just changed my number again on 1-30-20 as soon as my number was changed started getting all kinds of unwanted calls all times of day to the point really annoying and can't have it cause I work and get up really early and can't shut my phone off because I have kids so I called cricket wireless to notify them of this and new number they have me and all they want is another 15.00 for something they did give me a bad number why use I have to pay for something they did I talked to supervisor and nothing they asked for 15.00 you can't talk to this company all they care about is money not about customer concerns so upset not the first time this has happen with cricket wireless at least 3 times before same thing.
Product_Or_Service: Apple /8 plus /Everything plan
Account_Number: XXX-XXX-XXXX

I went to the Cricket store in New Martinsville WV and added a line to my service on 2/1/2020. The same day as my auto pay was credited to my account. The representative at the store took the 10.00 first months fee for the new line from auto pay amount instead of charging me on the store transaction (I believe this was done in error and not on purpose). This made my auto pay $10.00 short. On 2/2/2020 my account was suspended. On 2/3/2020 I contacted the Customer Care Line and was told I could go to the store and pay $10.33 or pay $25.33 over the phone with them to reactive my account and cover the first month fee. I opted to go to the store and pay $10.33. When I got to the store the manager recognized what had happen on the transaction, and explained it to me. She did not understand why the customer care person stated that I could pay only $10.33 at the store vs $25.33 to them. She was not authorized to reduce my payment and in addition I would need to pay $4.00 extra for paying the payment at the store, so to reactive my service I need to pay $29.33. I paid the bill and she told me to call the customer care line to straighten out the issue. When calling customer care the person said there was nothing they could do, they placed me on hold and talked with their supervisor. After talking with their supervisor he stated their was nothing they could do. I asked to talk with the supervisor and was placed on hold for 25-30 minutes, when the person come back on the line and told me to hang up and the supervisor were be calling me right back. After 20 minutes no call was received. I called again and requested to talk with supervisor - when the supervisor got on the line (after 15 minutes) she told me she could do nothing about my issue because I added the line at the store and not thru them. The store tells me to call customer care and customer care tell me to call the store.
Product_Or_Service: Apple /7S/Unlimited Cricket Core
Account_Number: XXX-XXX-XXXX

I went to cricket to port over my phone number and get a new iPhone 6s on a promo. Many hours later the store Rep Laura was able to do a port, but she ported over an incorrect phone number. She instantly denied the mistake and refused to acknowledge it. She said she ported the number we provided. Clearly she made a mistake because she called me twice before the transaction proving we supplied the correct number.

After now nine calls to customer service, three visits to the store, two trips to the bank, 6 failed attempts to get in contact with management just for her to tell me 'sorry there is nothing we can do'; I am stuck with a locked phone, out $151.61, with no services provided, no apology from the store, no help from management, and no refund.

I am not giving up, I have files 2 complaints and will continue until I either receive proper service as I have paid for or until I get my money back. The rep clearly and obviously made a mistake and expected me to pay an additional $80 to fix it!

I called again today to hear from customer service that I have to start a new dispute all over again for the money I spent not to be a total loss. The store still offered now help, no refund, no service, no compensation, and overall zero care whatsoever.

The rep messed up and it cost the me as the customer $151.61 for nothing in return. In short they took my money and told me there was nothing I can do about it.
Product_Or_Service: Apple /6s/
Account_Number: XXX-XXX-XXXX

Not happy with Cricket. I am 2 hours late paying my bill and they added a $15 fee for TWO HOURS? If I would have known that I would have paid earlier.

I called Cricket wireless today to reset my password because I could not do so online. Instead of helping me the rep deceitful shut down my services.
When I called cricket because I could not reset my password online I had to give the rep my 4 digit pin code my phone number and my name. She knew it was the correct person. I explained I was in a hurry and all I needed her to do was reset my password because I should not have to be calling in, in the first place. I asked the rep to hurry and reset my password because I had to get off the phone. She mentioned I had to download the app and kept asking me questions. After disconnecting from the call, the rep deceitfully suspended my services even though I am paid up on my account and there was no reason for them to be suspended.I have had cricket for 18 YEARS and should not be treated like *** because I have an agent that wants to mistreat me and BREACH CONTRACT. This is a breach of contract because you suspended services that were paid for. It's not my fault you use outsourcing and don't offer proper training to your agents not to mistreat people because they feel like it. Since there was a breach of contract and you cancelled my services even though they were paid SINCE my account is on an Automatic Debit. This is ludicrous and I should not have to waste my time contacting the company because of unethical practices.

This complaint is towards the phone representatives at the Cricket call center and not against the store representatives who tried to assist me.

I opened an account on 1/30/20 at 10:09AM CST at a 3rd party Cricket dealer named MobileLink on 5400 N. Ware Rd. Ste 30 McAllen Tx. XXXXX and paid $82.06 with a Chase Debit card (could not provide transaction code due to system block). I realized I had made an error in the package after informing the person who referred me of the final price I had paid. I visited another Cricket store who was a corporate store located at 2300 W. Nolana Ave McAllen Tx XXXXX since I was eating nearby. I informed them of the price I was quoted and they mentioned that I was given a different package since I had decided not to port my number and that the price of 40 for the unl was only offered to those porting. I proceeded to port my number (I am not allowed to enter the number since the system thinks it is a social security number but it can be provided if asked) with a representative named Gabriel with a charge of $40 and was told to contact previous store to void the transaction. I went to back to the previous store and spoke to Manager Eloy (who had created my transaction originally) and was told to contact the customer service number to cancel and to get a refund since the store was a 3rd party and did not have the capability to do so. All of this was standard procedure...until I called customer service for Cricket. I called at 1:42PM CST and spoke to 'Irish? (could not list call transaction code since system believes it is a social security number) which stated she could cancel and issue a refund but that she would not be able to since I paid cash. I did not pay cash and informed her of the transaction that showed I paid with a debit card and she stated she could not look up transaction IDs. I drove to back to MobileLink with the Cricket phone representative on the line and he verified for her that the transaction was indeed made with a debit card. She then proceeded to inform us that they could not process the refund despite stating previously she could and that the 3rd party retailer, despite having no access to their system, should be able to. We asked to speak to her manager, Jofin, who changed the narrative and now stated that I had to contact my bank to get a refund since they don't do refunds at all. I know many people with Cricket that can provide documentation that refunds can be provided over the phone. I got home and my account, the one Irish said she could cancel, was still active so I logged in to their chat at 3:40PM CST and Wilmer told me that they don't cancel accounts that I could just not pay for a month and the service would cancel itself and that it 'would not hurt my credit'. I asked him to check the transaction ID that I provided for my debit charge and he was able to search for transactions (albeit provided wrong transaction information to me). So Irish lied about cancelling my account and about being able to search by transaction. Wilmer lied about being able to cancel the account and Jofin lied about refunds. I believe that this shady mishandling of the situation is unethical and possibly fraudulent. I have never been provided so much misinformation in my life. I feel bad for the representatives at the store who spent 4 hours trying to assist me and who knew what the processes were but were told nothing could be done by phone representatives trying to keep their quotas by not canceling or refunding. I am thus writing this grievance in order to get assistance to get my erroneous account cancelled, voided, and refunded since I already have an account that was correctly issued and ported.
Product_Or_Service: Samsung /Own Phone/55UNLCORE
Account_Number: XXX-XXX-XXXX

I called this location before I went to make sure there was a way to avoid paying a $25 activation fee and I was lied to.
I went to this location February 1st 10:15 a.m. I am just now leaving. I called jakia and I asked was there a way to avoid paying the $25 activation fee. She said yes if I buy an accessory because the store was having an event today. I was using Progressive leasing to purchase my phone and accessory. When it was time to pay I noticed that my total was $87. Confused I paid anyway and I said hold up you told me that if I bought an accessory I didn't have to pay for the activation fee. Jakia said oh why but I don't think I can do anything about that. She then called I guess Bianca is the manager. Bianca came to the register and said well I just am is not set up to give you your money back we would just cancel the order you will not get your money back for the month of service and you will lose the $25 activation fee. I said I don't understand this was not my mistake I already explained to jakia what I was coming in for so I lose $35 for someone else's mistake. I told the young lady Bianca to cancel the the contract. She reiterated you're not getting your money back with a very unprofessional and rude attitude. I begin to get highly upset very upset and I said it is time for me to leave the store let me walk away because I'm not losing my money for the workers mistake. I do have recording of the conversation and I do not mind playing it for the corporate office.

On 2/1/20,I went into Cricket Wireless at:951 Liberty Ave Pgh.,PA 15222 to obtain new service & cell phone. I explained to the employee that the present phone I was using has been hacked and needed safe replacement. Also,requested $30 phone plan not the $55 unlimited plan. I spent over an 1 hour in the store with no one else there while establishing service. I told the guy I was starving, had not eaten in 2 days & I'd come back after I eat. He wanted me to leave my drivers license with him and I refused. He said it would only take a few minutes which it normally does to get a simple, no contract cell phone. I agreed to stay & establish service on a new phone through Cricket Wireless. I was charged $55 for service and told it was my $30 plan plus fees & discounts. I went online and saw the man put me in the unlimited $55 plan, not what I requested and after leaving,there was no receipt in the bag. I was never offered a receipt by the store for the charge to my credit card.Also, left the Cricket Wireless Store with a hacked phone. On my Cricket Account, the man put some outrages email address that wasn't mine and the phone numbers in the phone were pointing to a completely unknown number. I can't make calls, send certain text messages/never receive replies, and always getting internet unsecured warnings and never had these problems with phones that are not hacked. I want my money back and to return this hacked phone.
Product_Or_Service: LG /Escape Plus/Unlimited
Account_Number: XXX-XXX-XXXX

I called to check on status on my phone line since I've been going threw a hard ship I have not been able to pay my cell phone service I did speak with someone at cricket but I don't recall having been told I had a curtain amount of time to pay an wouldn't be anle to reconnect my sevice with my same number I asked to speak with a supervisor and had a representative pose as he was the correct person to speak with u ask for the. Corporate number but it wasn't give to me or any information .
Product_Or_Service: Nokia /3.1/Unlimited talk text and web
Account_Number: XXX-XXX-XXXX

On the 01/25/20 I went into the Cricket store to have 1 line shut off and they shut the wrong one off
On January 25th 20/20 I went to the Cricket store in Antioch California and asked to have one of my lines shut off out of the three that I have with them I was told that would be no problem I went home and my phone didn't work so I called them that and I let them know that they shut the wrong line off I told my phone would be back on in 24 hours that they open investigation it is now the 29th and I've called them everyday it's still my phone has yet to be turned back on the line that they were supposed to shut off is still on but I no longer have that device or chip

Initially we called concerned about why our plan had 2 protection plan on one line. Protect and protect plus. They failed to inform us it was correct just the website was portraying it inaccurate.it said line 2 $60.00+ $10 protect plus+$7 protect total $77. We asked to have plus taken off because the guy informed us it was and added feature that gave us tech support and storage he tool off the insurance and they refused to put it back on in the same call. Ever since they have turned my husband phone off everyday for the last 10 days 3 or 4 times a day. Firzt it was reported lost and put on block list 7 days later we find out it was not even reported that we wanted it removed we have been on the phone with crickey 30 minutes to 3 hours several times a day. They gave us a credit of 10 for taking off the insurance they took $10 back for hot spot. My plan comes with 15g of hot spot I havent even used 3 yet. Now they are saying it suppose to be off for the next 3 days. They stole our insurance, they stole our credit of $10, we have lost service and unable to utilze phone service for 10 days, they stole time from us hours on the phone wasted we cannot get back, now 3 more days with no service. My husvand cell phone is his business phone we have lost jobs and money and time. Cricket owes us. We prepayed for our service. This is wrong somebody needs to do something about these peoplw
Product_Or_Service: LG //Unlimited
Account_Number: XXX-XXX-XXXX

I did as told by lady I purchased phone from after trouble shooting to make complaint with warranty department and they would switch phones out.
I purchased 2 Alcatel onyx phones. When we got them we realized that we cannot receive or send mms messages. So we let the clerk know she trouble shot it and so did her boss she told us to contact 611 as I did. They could not get it and told us to call warranty department we did and have info they expect us to go 2 days without a phone till they can ship it. The clerk at store told us once we did this she could look it up and either give us loaner phone or a new one and they would just have replacement sent to them. Now we're getting run around. I am not comfortable just shipping these back not knowing what type of phone they are shipping us considering I paid a decent amount for these phones so I am not interested in something of less value or won't do what I need it to do.

Service is spotty told they will cut me off paying for unlimited the old bait and switch illegal gonna get in touch with ftc next terrible service spotty internet
Product_Or_Service: Motorola /G7/Unlimited
Account_Number: XXX-XXX-XXXX

I called in to close a line on my account and wasn't informed until after it was closed that I wouldn't get a refund for the recent charge.
In regards to my phone # XXX-XXX-XXXX, I was just charged $70 on Saturday and haven't used it since then. I called today to cancel the line because I was thinking about switching to another carrier. The CS Rep canceled it immediately without any kind of warning, then when I asked how much of a refund I would be getting I was told no refunds are possible. When I said I would have kept my line open for the month I just paid for if he had told me that, the response was just "sorry, no refunds allowed." It's ridiculous, first of all, that I can't get a refund; and second, that he didn't issue a warning before he closed my line.

AccountType: Residential
AccountNumber: XXXXXXXXX
Can by Reached Number: XXX-XXX-XXXX
Wireless Number: XXX-XXX-XXXX
Consent to share info: Yes
Customer service representative named John was very rude on the phone!!!! I called in and asked about a sim card that was supposedly sent out to me and I should have received today and it has not came yet so I was inquiring about it. She never verified that I was who I said I was and then after giving her the order number I asked could we get the $9.99 credited to the account and I can go into the store and pick one up since I already ordered one and then they wouldn't have to send it out basically since UPS hasn't picked it up yet anyway she said no it wasn't possible and I need to re-read the terms and conditions which has nothing to do with whether or not it was shipped out yet or not. I then asked to speak with her supervisor and she told me that she would transfer me to her supervisor and it was no point she was going to tell me the same thing and again I need to re-read the terms and conditions on the account and that way it would be known how long it would take to get the sim card. John also told me that it would be an additional 1-2 days for the sim card to get to me so my question is why on the email that was sent to me it states next business day shipping and I have already paid for the service so why am I having to wait an additional 1-2 days. She said again about the terms and conditions and that has nothing to do with the sim card the terms and conditions is for the service that you agree to with Cricket Wireless it has absolutely nothing to do with the sim card being sent out to me. I asked to speak with the supervisor and she put me on hold 3 minutes after speaking with her and I was on hold for 37 minutes and she kept on coming back and forth on the phone to check and see if I was on the line after about 20 minutes she came back on the line and said her supervisor was on another call and it would be a few more minutes and when it hit 40 minutes she said that her supervisor would call me back in 10-15 minutes because she was on another call at the time. Im not sure who this lady name John is or whatever her name is but she does not need her job and someone needs to reteach her customer service. They always say customers are always right and this is not true but when it comes to customer service and a customer calling in about money they spent and are awaiting a product then customer service is very important. To make matters worse the person that is waiting on this sim card is coming from Boost Mobile and how do you think they feel right now? How does Cricket look to them right now? Cricket looks horrible because they are not upholding their word to this new customer and I just added a line last week and the sim card most definitely came the next business day and I always get them on time. However, I found out that John is a male and not female as he sounded but he was rude and he does not need to talk to customers as he does.

Cricket Wireless lost my phone number of ten years
After switching from a reputable cellular carrier to Cricket Wireless, 4 lines, After two years of sub satisfactory service, I requested one of my lines have the number changed. They charged $15 for this service. They repeated the number I requested to be changed and read it back correctly, however that is not the number they changed. They in fact changed the primary number, also my business phone number of ten years for *** Painting Company. I immediately told her she had changed the wrong number and she explained there was absolutely nothing that could be done. I spent several days speaking with Cricket Wireless customer service agents only to be told contradicting statements and given false information. They offered no apology, no refund, nothing. I have since been in the process of changing all the phone numbers with my marketing agents, vehicle advertising, and other marketing materials such as clothing, business cards, flyers, pens etc, as the number associated with my business is no longer in service due to incompetent customer service. The two new phones I purchased at from cricket were not able to be returned as they have a zero return policy period.

I and my family have been customers of cricket for about 5 years now. I had 5 lines of service with this company for that 5 year time span. I started paying only 110.00 total for those 5 lines which made it a great deal at the time and I kept it like that for 5 years until I went into the store one day and purchased an iPhone 11 pro max from their loan company which is separate from them, but the only thing that I wanted to add to my bill was insurance for the iPhone which was only gonna be an additional 11 dollars a month which would have taken the bill to 117.00 per month. I get out of the store and 2 days later I get a text saying my bill was 150.00. I called them and they told me that the customer service rep had did something wrong and that the bill should only be 125.00 per month and I told them how when I should only be paying 117.00 with the insurance. They told me that they were sorry but the rep should have told me that when I added insurance to the phone that I was actually gonna be opting out of my old bill that I was grandfathered into and that there was nothing that can be done about it but to pay my current bill of 132.00 per month
Product_Or_Service: Apple //smart plan
Account_Number: XXX-XXX-XXXX

I got a bridge payment with cricket wireless last week and it was to be for 7 days and I had to put 50 dollars down! Then on Monday the 20th of January my grandmother was unresponsive with strok like symptoms and was rushed to the hospital for immediate observation! I then proceed to call cricket wireless this morning January 21 and ask if I was able to extend the bridge payment til Thursday and I stressed the importance of me having my phone services still on due to my grandmother being as sick as she is and my family takes care of her! Then the representative continued to inform me that my bill is back up to the $110 dollars that it was prior to making the bridge payment! So now they are charging me half more than what the bill actually is! So instead of me paying the 70 dollars now I'm back to paying the full 110 when I already paid $50 bridge payment! And they were not helpful at all with my situation with my grandmother! Once the call came in that my grandmother was unresponsive! I totally forgot about making a call about another bridge payment ! This company is over charging me on the bill and they have no compassion *** their customers .
Product_Or_Service: Apple //
Account_Number: XXX-XXX-XXXX

Hello, I just recently tried to begin service and was told that I could have Hotspot on my non Cricket phone. They lied about it
I am not located in GA. Im LOCATED IN FLORIDA.

This company has a no return policy on accessory, however they have no signs posting their policy. It states it on receipt that is not known until after transaction has taken place. I made a purchase while out of town and wasnt able to get product to work, tried to return it to a branch in my area and was told to return to same store as purchased drove 2 hours and was told manager wasnt in store until tomorrow, two days later still no return phone call from manager.
Account_Number: XXX-XXX-XXXX