Cricket Wireless Reviews (%countItem)
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Description: Cellular Telephone Service & Supplies, Cell Phone & Tablet Equipment, Supplies & Repair
Address: 575 Morosgo Dr NE Fl 2, Atlanta, Georgia, United States, 30324-3300
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Cricket allowed an unauthorized person who did not know the account pin number to turn the line back on twice and allowed him to change my pin number.
I've been a cricket customer for years. I had 4 lines on my account. I suspended 1 line. After the line was suspended Cricket allowed someone to turn to turn it back on without knowing the account pin. They also did not notify me of the account changes. After a couple of months I happened to log into my ap and notice the line was turned back on. I again called and suspended the line. Within 8 hours the line was turned back on. Again without asking for the account pin number. After numerous calls. After speaking with multiple supervisors. Every one of them informed me that anyone can make changes to my account. That they have a right to change anything they want. I asked how that is possible if they don't have the pin number. I was told that if anyone calls from a number listed on my account they have the right to change anything. They then asked for my pin number. I gave it to them and was informed that it had been changed and I would need it now to make account changes. I hung up and called back, told them I couldn't remember my pin. They asked me the answer to my security question. That had been changed too apparently. I told them I couldn't temember it. Sure enough, without verifying anything but my name they tected me a temporary pin. Once I gave it to them they changed the security question answer and my pin. I've now been paying for a phone that has been suspended twice. At this point I'm being held hostage by Cricket to pay for a line that I can't seem to keep suspended. How is this legal? I was never told that everyone with a phone on my account has the right to lock me out of it. Yet because my name is on the account I'm still responsible for the bill. This is ridicules and good good business. Cricket had never asked for a pin from myself or anyone else nefore making changes. What is the account pin for?
I would like a refund for the line I suspended and I want it shut off. I want my account secured so unauthorized people cannot make changes to it.
This correspondence is in response to a complaint filed by ***. In her complaint, Ms. states that her suspended line was reinstated twice without her authorization. She is requesting that her account be secured, and the line be suspended.
We want to assure Ms. that her account security is a top priority for Cricket Wireless. As part of our access policy we require that customers provide the pin or answer to the security question associated with the account. One exception to this is that customers calling into our customer support line from an active Cricket phone number are authenticated automatically and can make changes to the account associated with that line. After researching Ms. account, we discovered the account was authenticated in this manner. Further information on our account access policy can be found at www.cricketwireless.com/terms
We have contact Ms. via email and informed her of our findings. She stated she has the device in her possession and no longer requires assistance suspending the line.
We thank Ms. for her communication and trust that this explanation properly addresses his concerns.
Regards,
Cricket Wireless
Customer Corporate Relations
1025 Lenox Park Blvd NE
Atlanta, GA XXXXX
/BN
Data throttled back so far service is unusable.cricket throttles back my data starting about 6am cst. From 6am till 9pm my phone service is unusable. Apps don't update, links don't load, downloading any thing is impossible because connections always time out. Scrolling Facook is impossible because NO IMAGES will load. Sending emails is a nightmare. Forget about usING GPS during the day. I'm supposed to have highspeed data for the 1st 22gb but my data is always throttled a quick speed test puts be a less than 8mb per second
Product_Or_Service: Samsung /Note 2/Unlimited
Account_Number: XXX-XXX-XXXX
Other (Requires Explaination) I plan on switching service but I want a refund for my final 2 months and I'm going to keep my number. I'm filing this complaint so wen the class action lawsuit Is filed against them. I can also get some of that money back. We really need net nutrality back
This correspondence is in response to a complaint filed by Mr. *** regarding his data being slow between 6a - 9p.
We reviewed Mr. account and coverage area and found that there is a tower being worked on in hir area. The planned restoral time is 1/31/2020.
We attempted to contacted Mr. at the number he provided (XXX-XXX-XXXX) on January 3, and January 4,2020 and by email on February 6, 2020 to gain a better understanding of his complaint and provide him with our findings, however those attempts proved unsuccessful.
Should Mr. wish to discuss his complaint further, he may contact Brenda, Cricket Wireless Corporate Escalations Manager, at XXX-XXX-XXXX.
We thank Mr. for allowing us an opportunity to assist him in this matter.
Regards,
Cricket Wireless
Customer Corporate Relations
1025 Lenox Park Blvd NE
Atlanta, GA XXXXX
/BN
On January 21, 2020 I went into an Official Cricket Wireless authorized dealer to take advantage of the IPhone 6s 32GB promotion and to be qualified for the phone; you have to have a new account and you have to port in your current phone number from a different carrier. I decided to port over my Boost Mobile one number to Cricket and the sales person was helpful although when I requested to change my phone number during activation she said there will be a $15.00 number change fee. From my understanding and what I've read on the actual Cricket wireless website; your account must be active, you cannot change to a vanity or toll-free number and you will be charged a $15 number fee. (THIS DOES NOT APPLY TO NEW CUSTOMERS WHO TRANSFER A NUMBER FROM ANOTHER CARRIER AT THE TIME OF ACTIVATION.
Also on the Cricket wireless website there is a list of charges and fees explaining in full details about each transaction the desperation of and how much.
In my case I am a NEW CUSTOMER WHO PORTED IN MY PHONE NUMBER FROM A DIFFERENT CARRIER as stated under the list of changes and fees
Cricket Mobile Number Change Fee $15.00 ; 'Applies if you're a CURRENT cricket customer and you change your phone number. (DOES NOT APPLY TO NEW CUSTOMERS WHO TRANSFER A NUMBER FROM A ANOTHER CARRIER AT THE TIME OF ACTIVATION)
To me that sounds like if you are new to their cellular service and within guidelines, you are eligible to get a new phone number if requested without being Charged like an existing customer.
I spoke to 3 different customer service representatives and they were rude, I knowledgeable of their company's rules and regulations. When I requested for their superior, one lady hung up and her name was 'RC? then the second lady wasn't as bad but still couldn't help me when proof was shown and her English was not that clear but she was able to get a manager on duty and she also seem to not know about the company's policies and values. I am a new customer but tomorrow I will be getting my money back
Product_Or_Service: Apple /iPhone 6s 32 gb A1666/60UNLMORE
Account_Number: XXX-XXX-XXXX
Other (Requires Explaination) Honor company's policy rather than treat new customers or anyone with better customer service skills and actually review their policies before denying something that is there on the website for anyone to see. She made herself look less of an professional especially since she kept talking over me and then hung up. Cricket, you should re-evaluate the person you hire to represent your brand. With that type of service, you might as well start expecting declining sales.
This correspondence is in response to a complaint filed by Ms. *** regarding Cricket Wireless Authorized Retailer.
We attempted to contact Ms. via email on February 3, 2020 and February 4, 2020 but we were unsuccessful. We were unable to contact her via phone because the number that was provided is not in service. Should Ms. wish to discuss this matter further, please contact Ms. at XXX-XXX-XXXX.
We thank Ms. for her communication and trust that this explanation properly addresses her concern.
Regards,
Cricket Wireless, Customer Support
1025 Lenox Park Blvd., NE
Atlanta, GA XXXXX
/KM
I recently purchased an iPhone for my son along with accessories and when I got home headphones that I had purchased where not working so I decided to go into the store with my receipt and ask for a replacement since I had just purchased and the assistant manager rudely says she is refusing me service and that she had checked her cameras and that headphones should be working fine and denied me a refund or a replacement headphones and still had the nerve to tell he she was still charging me the $100 for the headphones on to my account and was refusing me service because she was the assistant manger and could do so if she liked
Product_Or_Service: Apple /iPhone 6s/Unlimited
Account_Number: XXX-XXX-XXXX
Other (Requires Explaination) I would like a refund or not be charged for this item on my account
This correspondence is in reference to a complaint filed by ***. In the complaint, Ms. states that she went to a Cricket Authorized dealer to purchase an accessory. She stated that the accessory she purchased malfunctioned, and she requested a refund.
Accessories purchased at Authorized Cricket Dealer locations are subject to the Authorized Dealer's return policy. The Authorized Dealer return policy states, that accessory sales are final. This message is posted for the customer's reference on their receipt.
We do not regulate the return policy for accessories purchased at an Authorized Dealer. We applied a $20 service credit to Ms. account as an exception.
We sincerely thank Ms. for her communication and trust that this explanation properly addresses her complaint.
Regards,
Cricket Wireless, Customer Support
1025 Lenox Park Blvd
Atlanta, GA 30319
/CB
THEY SUCK AND CLAIM THEY ARE NOT ABLE TO PROVIDE REFUNDS. I WENT TO ACTIVATE MY ACCOUNT AND WAS ABLE TO MOVE FORWARD DUE TO MY CURRENT PHONE NOT BEING UNLOCKED. THE REP STATED THAT THEY ARE UNABLE TO PROVIDE REFUNDS ONCE THE PAYMENT IS PROCESSED. I REQUESTED TO SPEAK WITH A SUPERVISOR AND THE SUPERVISOR STATED THEY CANNOT PROVIDE A REFUND AND THAT I WOULD NEED TO CONTACT MY BANK. WHAT CELL PHONE PROVIDER WOULD NOT HAVE THE ABILITY TO PROVIDE A REFUND, ESPECIALLY ONE THAT LITERALLY JUST ACTIVATED THEIR ACCOUNT! THE REP WHO HELPED ME WITH THE ACTIVATION TOOK THE PAYMENT OUT BEFORE MAKING SURE THAT THE ACTIVATION WAS SUCCESSFUL! POOR CUSTOMER SERVICE AND I ONLY DEALT WITH THEM FOR A TOTAL OF 30 MINS! THIS IS UNACCEPTABLE AND I WILL NEVER TRY CRICKET WIRELESS EVER AGAIN! THEY WERE QUICK TO TAKE THE MONEY OUT OF MY ACCOUNT BUT DO NOT WANT TO PROVIDE THE REFUND WHEN I CAN'T EVEN USE THEIR SERVICES!
Good morning Ms.,
Cricket Wireless expectations are that every customer that we assist has an extraordinary experience.
We appreciate your review and we will work diligently to assure a better experience with regards to working with our customer care representatives.
We hope that you will reconsider Cricket Wireless in the future for all of your wireless needs.
Regards.
Chiquitta
Customer Support Escalation Manager
Cricket Wireless Corporate Office
I WOULD LIKE TO OBTAIN A REFUND FOR THE $90 THAT I PAID. THE FACT THAT THEY DO NOT HAVE THE ABILITY TO REFUND CUSTOMERS IS UNHEARD OF. IT IS 2020 AND A SIMPLE REFUND WAS ALL THAT I WAS ASKING FOR. WOULD YOU BE ABLE TO PROVIDE ME WITH THAT?
Good morning Ms., Cricket Wireless expectations are that every customer that we assist has an extraordinary experience. We appreciate your additional review and would love an opportunity to further investigate your concern, however we do not have any information regarding your account. Please reach out to us via e-mail or letter and we would love an opportunity to further assist you. Regards. Chiquitta Customer Support Escalation Manager Cricket Wireless Corporate Office
WHAT IS THE EMAIL ADDRESS WHERE I CAN SEND AN EMAIL TO?
To Whom *** Concern:
I am filing this complaint for my daughter who is overseas
My daughter's name is ***. She purchased an I phone at the local Jacksonville Beach store in The address is 1376 Beach Blvd Jacksonville Beach Florida XXXXX. Phone number XXX-XXX-XXXX of the I phone. She purchased the phone on 12/21/2019. She paid a total of $825.00 for the phone an activation plan and insurance. She told them at the store she would be going to Scotland for school. When she went back to Scotland she was found out that she could not use the phone in Scotland. She went online to chat to have the phone unlocked. She was told that she would have to pay 6 months of the plan to have the phone unlocked. Cricket does not have international calling in Scotland.
She contacted me and I called the Cricket customer service line. I was told to have her send the phone back to me and take it back to the local store for a refund. I went to the store today. I was refused a refund as I was told that they only take returns after 7 days. I was also told that she could just sign up for the international calling and it would work in Scotland. I also talked to the manager.
I then came home and called Cricket customer service 4 times to obtain a supervisor. He told me that the store was right and that her bill is overdue? It is not 01/21/2020. It is not 30 days. One of the reps during the call did confirm you have Cricket has no calling plan in Scotland.
My daughter's name is ***. The phone number is XXX-XXX-XXXX of the I phone that I now have.
She deserves a full refund as she was lied to.
I have been a customer for several years. She was also on my ex -husbands cricket plan for over two years. I don't appreciate how long time customers are treated. I expect a phone call in return and her to be contacted back on this matter. I would like the store owner
Product_Or_Service: Apple /I phone/***
Account_Number: XXX-XXX-XXXX
Other (Requires Explaination) A full refund and contact back from store owner. I also sent a complaint to Cricket's Corporation in Atlanta. These are deceptive practices. I can supply the merchant ID# but your complaint is not taking it.
This correspondence is in response to a complaint filed by Ms. *** regarding Cricket Wireless. In this complaint, Ms. states that her daughter was advised by a Cricket Wireless Authorized Retailer that she could use her newly purchased phone while traveling outside of the U.S. However, when arriving in the UK she was unable to use the device. She is requesting a refund for the device or to have the device unlocked.
Upon receiving the complaint, we contacted management for the Authorized Retailer associated with the purchase and requested further information. They advised that the customer was outside of the 7-day return policy, therefore they would be unable to return or refund the device.
Per Cricket's unlock policy we will provide the unlock code upon request, provided Cricket has the unlock code or can reasonably obtain it from the manufacturer, and you have met the following unlocking requirements:
1. The device you want to unlock has been active for at least six months of paid service on that device. *
2. The device is designed for use on and is locked to Cricket's network.
3. The device has not been reported lost or stolen.
4. The device is not associated with a fraudulent account.
Unfortunately, the device in question does not meet the 6-month requirement. For this reason, we will be unable to unlock the device. Ms. *** request that the device be unlocked as soon as the device meets all requirements.
We thank Ms. for bringing this issue to our attention and for allowing us an opportunity to assist her.
Regards,
Cricket Wireless
Customer Corporate Relations
1025 Lenox Park Blvd NE
Atlanta, GA XXXXX
/CE
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not have any supporting documents. However, I do not agree. I was told that the the staff remember my daughter when she came in and said that she did not mention anything about going overseas. When I went in to the store to discuss the issue, I was told by the worker that my daughter just needed to sign up for International calling when Cricket does not have international calling to Scotland. I was told by their customer service on the phone before I went into the store that my daughter would get her money back. This store is owned by a LLC out of Texas that owns over 200 stores. They misrepresent in the store and in their customer service. I am not satisfied.
February 17, 2020
Revdex.com
Online Complaint
Complaint No: XXXXXXXX - rebuttal
Re: Ms. ***
Dear Sir/Madam,
This correspondence is in response to a rebuttal to a complaint filed by Ms. ***. In this complaint, Ms. states that she doesn't agree with the original response provided by Cricket Wireless. She is requesting a refund for the device or that the device be unlocked and a response from the authorized retail location.
The authorized retail location stands by their original response: They advised that the customer was outside of the 7-day return policy, therefore they would be unable to return or refund the device.
Per Cricket's unlock policy we will provide the unlock code upon request, provided Cricket has the unlock code or can reasonably obtain it from the manufacturer, and you have met the following unlocking requirements:
1. The device you want to unlock has been active for at least six months of paid service on that device.*
2. The device is designed for use on and is locked to Cricket's network.
3. The device has not been reported lost or stolen.
4. The device is not associated with a fraudulent account.
Unfortunately, the device in question does not meet the 6-month requirement. For this reason, we will be unable to unlock the device. Ms. *** request that the device be unlocked as soon as the device meets all requirements.
We thank Ms. for bringing this issue to our attention and for allowing us an opportunity to assist her, based on the aforementioned, we are unable to assist further. We respectfully request that her complaint is closed at this time.
Regards,
Cricket Wireless
Customer Corporate Relations
1025 Lenox Park Blvd NE
Atlanta, GA XXXXX
/CE
(The consumer indicated he/she DID NOT accept the response from the business.)
Cricket web site advertises on the Jacksonville Beach store web site that there are no annual contracts, phones are prepaid phones and that the service can be dropped at anytime. This is false advertising. I will also look into pursing this matter in other ways if Cricket refuses to issue a refund or unlock the phone. The full price of the phone was paid for. The phone was prepaid. The service was no longer desired as it could not be used in Scotland. The phone should have been unlocked for usage if a refund could not be made.
My phone number was ported out without my consent to from cricket wireless to simple mobile on December22,2019. I've been in contact with Cricket multiple times throughout the process. They have given me time frames of 3 to 5 days, 10- 12 days, 24 to 48 hours, and even 12 hours. It has been 29 days and they have yet to resolve this issue and continually lie to me each and every time I call. On day 29 I called again and they said they closed the ticket and were starting over. I a self employed and use this number for my business. I have been losing out on money since this has started.
Product_Or_Service: Samsung /S10e/
Account_Number: XXX-XXX-XXXX
Other (Requires Explaination) I would like to get this number back. It has been ported to *** and *** has stated to me that they are ready to release it to cricket wireless. Cricket's port department is to call *** and complete that port process and for some reason they are not doing it. (XXX)XXX-XXXX is the number I want back. (XXX)XXX-XXXX is number I can be contacted on now.
This correspondence is in response to a complaint filed by ***. In this complaint, Ms. states that her phone number was fraudulently ported out to another carrier without her permission, and that she has been unable to resolve the issue.
We want to assure Ms. that her account's security is a top priority for Cricket Wireless. After researching her account, we believe she may be the victim of identity theft originating outside of her Cricket Wireless account. The individual who accessed her Cricket Wireless account had enough information to authenticate her account and make changes. This individual may then have used Ms. phone number in an attempt to gain access to other accounts where Ms. uses her phone number for verification. If she hasn't already done so, we advise Ms. to file a police report regarding the suspected identity theft.
Our records indicate that we were able to retrieve Ms. wireless number, restore her original service plan, apply eligible credits to her account, and help her update her account security information.
We thank Ms. for her communication and trust that this explanation properly addresses her concern.
Regards,
Cricket Wireless, Customer Support
1025 Lenox Park Blvd, NE
Atlanta, GA XXXXX
/KM
(The consumer indicated he/she ACCEPTED the response from the business.)
The issue has been solved. Thank you
For two weeks (beginning ***. 4, 2020) I have had difficulty using a phone that I've only had for four months (though I have been a Cricket customer already). The signal continues to drop, which means very poor data and connection. THEY SAY it's a tower issue (if that's even true) that was being fixed. It's not fixed! Some days I have ZERO connection and a prompt that says "no service" (I cannot make or receive phone calls, no texting, cannot browse internet and some apps will not load). Other days there is poor connection and I get a prompt that says "Emergency Calls Only". Several times I've borrowed someone's hotspot device just so I can use my phone. Now the hotspot device needs updating, so now I have nothing to use. I've called Cricket, messaged them on FB, gone to a store 3 times. I've had my phone's APN reset, been disconnected from/reconnected to tower, other type of resets. Still nothing works. I got a $10 credit for my troubles but of course that solves nothing. I drive Uber on the side and this data has dropped even DURING deliveries!!
They keep claiming they are fixing the problem or that they have fixed it, but it's still a problem. I think they're lying this point and I've seen comments from people in other states complaining about same issue! They're taking our money and giving us no service or poor service. I've also seen others complaints from people involving Cricket refusing to issue refunds to people for things like setting up the wrong phone for customers (the Cricket rep didn't bother to check phone compatibility when a customer switched from another company) even though that's Cricket's fault. Or charging people for problems they cause.
Cricket does not fix issues, they lie and they take people's money.
Product_Or_Service: Motorola /MotoE5 Cruise/
Account_Number: XXX-XXX-XXXX
Other (Requires Explaination) I want the $33 (it's that amount because of the $10 credit I used, the $33 also includes the over the phone fee) back that I paid on a $40 plan. This was paid Jan. 18th to cover another month of service. I want a refund because I'm not getting proper service.
February 14, 2020
Revdex.com
Online Complaint
Complaint No: XXXXXXXX
Re: ***
Dear Sir/Madam,
This correspondence is in response to a complaint filed by ***. In this complaint, Ms. states she was unable to get proper service and is requesting a refund.
According to our Terms and Conditions, Cricket does not issue refunds for any unused portion of the bill. Any unused portion will be forfeited. You can review the full policy here: www.cricketwireless.com/terms.
However, we made an exception and agreed to issue Ms. a refund for her last payment. She can expect her refund back to her original form of payment in 3-5 business days.
We contacted Ms. on February 14, 2020 and advised her of our resolution. Ms. was happy with our resolution and had no further questions.
We thank Ms. for her communication and trust that this explanation properly addresses her concerns.
Regards,
Cricket Wireless, Customer Support
1025 Lenox Park Blvd, NE
Atlanta, GA XXXXX
/JL
I purchased this phone in April of 2019 I was to switch from Sprint and I got two lines 2 phones free after 6 months I was to be able to get these phones unlocked and take these phones to whatever company I wanted to for the last 2 months I have been trying to get my unlock code for this Galaxy phone so that I can leave Cricket because I am very unhappy with their service first of all when I purchase the phone my friend recommended me to Sprint and they never gave me all her the $25 that they promised second of all for the last 2 months I've been trying to get my unlock code for this phone I have two case numbers and they have not gotten back with me at all I want out of this service before my bill is due on January 24th 2020 I want my unlock code for both of my phones so that I can move on Cricket needs to stop playing with me because I'm tired of this. They have given me two case numbers and both of them are still open I need this resolved before January 24th 2020 I need both of my unlock code for my Samsung Galaxy and my LG phone.
Product_Or_Service: Samsung /Galaxy/
Account_Number: XXX-XXX-XXXX
Other (Requires Explaination) I am so over Cricket I do not want this service people text me and I don't get my texts until days later people call me and my phone go directly to voicemail and they told me that the town that I was in that they had very good coverage and that is a lie I do not want cricket anymore and I want to be away from cricket before January 24th 2020 when my bill is due I have called these people twice last month and this month trying to get my phone unlocked and they have not gotten back with me yet
This correspondence is in response to a complaint filed by *** regarding Cricket Wireless. In this complaint, Ms. states that she has tried to unlock her device several times without success. She states she has completed the required timeframe to unlock her device. She is requesting to have her device unlocked.
We reviewed Ms. account and found that she couldn't unlock the device via the MyCricket app. We reached out to Samsung for the unlock code.
We contacted Ms. and provided her the manufacter's unlock code. We advised her to contact us if she has any problems unlocking the device.
We thank Ms. for her communication and will be available should she need further assistance.
Regards,
Cricket Wireless
Customer Corporate Relations
1025 Lenox Park Blvd NE
Atlanta, GA XXXXX
/CE
(The consumer indicated he/she DID NOT accept the response from the business.)
Because I tried to unlock this phone for 2 months to take my phone elsewhere and they kept me bound to this account I want two months of my money back and they also had a lady named chakita that contacted me and took my case for a joke so no I do not accept this because first of all it took them two months to give me a unlock code so it's like they tried to keep me bound to this service
February 17, 2020
Revdex.com
Online Complaint
Complaint No: XXXXXXXX - rebuttal
Re: ***
Dear Sir/Madam,
This correspondence is in response to a rebuttal to a complaint filed by *** regarding Cricket Wireless. In her rebuttal, Ms. states that she was unable to switch providers due to Cricket not unlocking her phone. She is requesting a refund for two months of service charges.
We reviewed Ms. account and found that there has been continued usage on our network for the two months of service she is referring to in her complaint. Because of this, we will not be able to provide a refund/credit for any charges.
In our original response to Ms., we provided her the manufacture's unlock code and advised her to contact us if she had any problems unlocking the device.
We thank Ms. for her communication and based on the aforementioned, we are unable to assist further. We respectfully request that her complaint is closed at this time.
Regards,
Cricket Wireless
Customer Corporate Relations
1025 Lenox Park Blvd NE
Atlanta, GA XXXXX
/CE
I ported my number from cricket to *** so that I could get an upgrade on my actual cell phone. With cricket I couldn't afford to get an apple phone. And the LG phones that I would get the battery kept dying out and wouldn't charge. My payments were auto debated the day before I ported. When I contacted cricket about refunding my payment for the service I did not use, they refused . I am an elderly woman on a fixed income and can't afford to pay people for services not rendered
Product_Or_Service: LG //
Account_Number: XXX-XXX-XXXX
Other (Requires Explaination) I would like to have my payment refunded of $55 that I paid and didn't use!
This correspondence is in response to a complaint filed by ***. In this complaint, Ms. states she switched providers and was charged two days before due to auto pay. She states she did not use the service for those two days and is asking for a refund.
We researched Ms. account and found she was charged on November
5, 2019 and then switched providers on November 7, 2019.
We contacted Ms. and advised her of our findings. We were able to make an exception and issue a refund back to her original form of payment. Ms. was happy with the resolution and had no further questions.
We thank Ms. for her communication and trust that this explanation properly addresses her concern.
Regards,
Cricket Wireless, Customer Support
1025 Lenox Park Blvd, NE
Atlanta, GA XXXXX
/GR
I called to temperaly suspend my line and the rep cancelled my service and ended the call without my passcode called back immediately and they would not reactivate my service and my service is prepaid for the month, they want more money for a line I already paid for
Product_Or_Service: Other //
Account_Number: XXX-XXX-XXXX
Other (Requires Explaination) I want my service corrected and I want a credit for my prepaid bill I already paid
This correspondence is in reference to a complaint filed by ***. In this complaint, Ms. states that she requested to temporarily suspend one of her lines on her account. She later states that she requested that the line be re-instated and did not agree with having to pay a reactivation fee to restore her service.
We spoke with Ms. by telephone on February 4, 2020. Ms. confirmed that she requested the line be canceled again on February 2, 2020 via customer care and wanted it to remain that way. She stated that she will be moving her lines to another provider.
We did want to let Ms. know that reactivation fees are a part of Cricket's standard fees.
We also want to let Ms. know that we value her feedback and will use her customer service experience as a learning opportunity for future interactions with customers.
We thank Ms. for her communication and trust that this explanation properly addresses her concern.
Regards,
Cricket Wireless, Customer Support
1025 Lenox Road NE
Atlanta, GA XXXXX
/cb
Cricket offers "Bridge pay" which is a way to pay your phone bill in two installments. The first one is $15 and then in a week the rest of your bill is due. I paid $15 and the rest $45 was due on 1/13. I called 611 to pay the 45 the night of 1/13, it wouldn't accept my payment twice. I tried to pay online, it wouldn't take my wifes card. First thing in the morning of 1/14 I went to a cricket location. The kid working accepted my $45 payment and said cricket would honor my bridge pay since it wasn't my fault the system wasn't working the night before. I paid the remainder which was the $45 and my phone was on. The morning of 1/15 my phone was off. I called Cricket and basically was told I was screwed bc I still owed money bc they didn't honor my bridge pay. I was hung up on repeatedly. I had to talk to call back six different times. They said it wasn't their fault and that I had other options to pay 1/13 like go to a cricket location. Cricket was closed for the evening. I was lied to repeatedly. I was told that I was lying bc customers can only pay bridge pay over the phone and not in location. I have always paid in cash in location bc I don't have a debit card, but was continuously called a liar and that I was wrong. I love the company and service but their customer service is awful. They are rude and condescending. So I went without my phone for a day and had to pay an extra $15 bc their service screwed up. Don't understand how I can pay, have my phone turned back on, and said it was all okay only to have my phone turned back off and be talked down to. It's not the money it is the principal and how I was treated. They need to work on their Customer Service. BIG time.
Product_Or_Service: Samsung /Cell Phone/Unlimited
Account_Number: XXX-XXX-XXXX
Other (Requires Explaination) Fix customer service etiquette. Credit my next bill the $15 I had to pay extra for their mess up.
January 23, 2020
Revdex.com
Online Complaint
Complaint ID: XXXXXXXX
Re: Mr. ***
Dear Sir/Madam,
This correspondence is in response to a complaint filed by Mr. ***. In this complaint, Mr., states that he experienced issues processing a payment due to Cricket's systems being down. He is requesting a refund of the additional payment required to restore his service.
We reviewed Mr. account and we were able to determine that the reason he couldn't process the payment was because he was attempting to make the payment after the payment cutoff time of 11:59 pm CST. We contacted Mr. and explained that his payment must post to his account prior to 11:59pm CST on the bill due date. This information is available on our website and sent via text message to the customer 1 day prior to the due date.
Cricket's terms and conditions, which can be found at www.cricketwireless.com/terms, state that any payments made to Cricket Wireless are nonrefundable and nontransferable. However, we have made an exception and issued a one-time courtesy credit to his account.
We thank Mr. for allowing us an opportunity to assist him with his complaint.
Regards,
Cricket Wireless
Customer Corporate Relations
1025 Lenox Park Blvd NE
Atlanta, GA 30319
/CE
Enrolled in bridge pay service on 1/5/20. I paid the $40 to enroll in bridge pay. I told the Marcella who helped me that I could not afford the $50 that would be due by 1/14/20.As a courtesy they provided a $10 discount. I was told the amount that would be due is $40 on 1/14/20. I Paid the $40 on 1/14/20.My service was suspended on 1/15/2020.I called in and talked to Jesse ID# XXXXXXXX, he told me in order to get my service reinstated it would be an additional $50 due. I told him that I could not afford the additional $50 and was originally told that $40 would be due 1/14/20 which was paid. He said there was nothing he could do about that. He told me in order to get service restored I would have to pay an additional $50.
Account_Number: XXX-XXX-XXXX
Other (Requires Explaination) I would like my service restored and billing adjusted on crickets system so that I can have cellphone service
January 23, 2020
Revdex.com
Online Complaint
Complaint No: XXXXXXXX
Re: Ms. ***
Dear Sir/Madam,
This correspondence is in response to a complaint filed by Ms. *** regarding service fees and her account status. She is requesting an adjustment to her account along with restoration of her service.
We attempted to contacted Ms. on January 17, January 20, and January 21, 2020 to gain a better understanding of her complaint, however, those attempts proved unsuccessful. We emailed Ms. informing her the account is active and in good standing.
Should Ms. wish to discuss her complaint further, she *** contact Brenda, Cricket Wireless Corporate Escalations Manager, at XXX-XXX-XXXX.
We thank Ms. for allowing us an opportunity to assist her in this matter and we look forward to hearing from her.
Regards,
Cricket Wireless
Customer Corporate Relations
1025 Lenox Park Blvd NE
Atlanta, GA XXXXX
/BN
I started having issues with my cell phone a month after I got it. As well as my wife's phone I tried to get them to take it back or fix it. I was told they could not do anything because I did not get insurance on it. They told me I needed to buy another phone. They tried to force me to pay more money for another phone even though I just bought the moto E5 supra. I could not afford it. A couple moths went by and I started having more and more problems. Some issues went away on there own but for every one that went away 2 or 3 more problems would come up. I have contacted them many more times only to be hung up on or placed on hold for hours at a time till I had to hang up. Every time I asked to speak with a supervisor I was told no or hung up on as well as being placed on hold till I hung up. I finally got them to let me talk to the warranty department because it had a 1 year factory warranty on it. They wanted me to send it to them and let them fix it before sending it back to me. This would take up to a couple weeks. I use my phone for work and can not afford to not have a phone for 2 weeks. Another option was to take it to a licensed retailer and have them replace it. The closest one is a 12 hour drive. Cant do that. The last option they gave me was to pay $125 and they will send me a NEW one. I would then send the old one back and get my money back. I told them I could not do that because I didn't have the money. Today I called to get one sent because I have the money. Now I was told $175 and $20 for S&H. Plus I would only get a refurbished one in return. my phone does not have a single scratch or mark on it It looks brand new and they want to send me a used phone. I have read some of the complaints online about the used phones they send back. They are beat up and scratched plus don't work half the time. I did not keep my phone in perfect condition just to have them give me one that is messed up.
Account_Number: XXX-XXX-XXXX
Other (Requires Explaination) I would like to have my shipping refunded and a NEW phone sent to me. Not a used phone. If they want to fix mine and send it back I will be happy with that as well. I have taken very good care of mine and would like to keep it if they fix it. I have recorded all the info and data info off it so I will know if they try to send me a different one. I also have pictures and video of the condition as well.
This correspondence is in response to a complaint filed by Mr. S. ***. In this complaint, Mr., states that he received a warranty replacement device that didn't work. He is asking to have another device shipped to him.
During our investigation we were able to determine that on 1/16/2020 a replacement device was shipped to Mr. via UPS. We contacted Mr. and provided him with our findings. We also advised him that per the tracking information that he provided us, the device will be delivered by the end of day on 1/21/2020.
We thank Mr. for allowing us an opportunity to assist him in this matter and trust that this explanation properly addresses his concerns.
Regards,
Cricket Wireless
Customer Corporate Relations
1025 Lenox Park Blvd NE
Atlanta, GA XXXXX
/CE
(The consumer indicated he/she DID NOT accept the response from the business.)
I have now missed three days of work due to now cell phone to prosses paperwork as well as reports. I make $28 an hour that's over
January 30, 2020
Revdex.com
Online Complaint
Complaint No: XXXXXXXX - rebuttal
Re: *** S ***
Dear Sir/Madam,
This correspondence is in response to a rebuttal to a complaint filed by Mr. S. ***. In this complaint, Mr., states that he received a warranty replacement device that didn't work. He is asking to have a refund for all of the charges associated with getting a replacement device.
During our investigation we were able to determine that Mr. has received a replacement device that is functioning properly. He is now requesting reimbursement for costs associated with the replacement process.
We explained that per the warranty exchange option he selected, the warranty department has to receive the device back before they will ship another device. This information can be found at cricketwireless.com/warranty. Therefore, we will not be able to accommodate his request for a reimbursement
We thank Mr. for allowing us an opportunity to assist him in this matter and trust that this explanation properly addresses his concerns.
Regards,
Cricket Wireless
Customer Corporate Relations
1025 Lenox Park Blvd NE
Atlanta, GA XXXXX
/CE
Purchase a phone along with service of 232.41 and was charged twice because their debit machine. Went back to store and made a complaint in December. Ayanna that's work their text corporate and said she would be calling. Haven't heard anything. I purchase the phone on 11-2-19.
Product_Or_Service: Nokia //
Account_Number: XXX-XXX-XXXX
Other (Requires Explaination) I just want money back.
This correspondence is in reference to a complaint filed by Ms. ***. In this complaint Ms. states, she was charged twice by a Cricket Authorized Retailer for a device and service she purchased on November 2, 2019.
We apologize for any inconvenience or poor service she felt she received. Cricket strives to provide excellent service and we regret when that high standard is not met.
We spoke with Ms. on February 4, 2020 via email in reference to her complaint. Our records only show one charge on Ms. account which included the device purchased as well as service. Unfortunately, we will have to deny Ms. request for a refund because we only received on payment for the transaction made on November 2, 2019.
We thank Ms. for her communication and trust that this explanation properly addresses her concern.
Regards,
Cricket Wireless, Customer Support
1025 Lenox Park Blvd, NE
Atlanta, GA 30319
/KM
To Whom It *** Concern,
My family and I have the unlimited family plan with Cricket Wireless. I was very happy up until I went to get a tablet/phone hooked up. First, I want to state that I was a very happy customer and I recommended my friends to your company as well. After the problem, I had with an employee today at the Cricket on the address below.
1215 Homestead Rd. N,
Lehigh Acres, Fl. 33936
With the Employee name "SISSY" at this store, I am amazed by her attitude and how I was treated by her. She was very rude and had a bad attitude. I wanted a tablet/phone hooked up and it was not unlocked, but I had paid $10.64 for the sim card and she would not let me keep the sim card or refund my money. I left upset because you don't take money from someone and if something is not compatible or not inlocked the customer (MYSELF) should of either got to keep the SIM CARD or I should of got a refund of that $10.64 back. This is stealing someone's money and to throw away a new SIM CARD I just purchased was totally wrong. I walked out with a phone not connected and no Sim Card that I just paid for. I asked her why I couldn't keep the new SIM CARD, She said there are NO REFUNDS, Now if I just purchased the SIM CARD and the phone was unable for connection that SIM CARD is mine to keep because I just bought it, Sissy said I needed to purchase another phone in order to keep the SIM CARD, That is wrong so wrong! No employee should ever argue or get a fresh mouth with an ongoing paying customer. So I paid for a SIM CARD, Sissy your employee either should of let me keep the SIM CARD I paid for or I should have got a refund right then and there. she STOLE my MONEY. This is wrong, I ask You to please help me with this matter, It may not be a big amount of money to anyone but to me a DISABLED female on a fixed income it is a big deal.
Email me back at..
***@gmail.com
I look forward to hearing something from your office.
Thank You
MISS *** A ***
AN UNHAPPY CUSTOMER
Product_Or_Service: LG /LG FORTUNE 3/cricket Family Plan
Account_Number: XXX-XXX-XXXX
Other (Requires Explaination) BILLING ADJUSTMENT OR A SIM CARD OR A REFUND IMMEDIATELY
This correspondence is in response to a complaint filed by ***. In this complaint, Ms. states that she purchased a SIM card from a Cricket Authorized Retail location. She learned after the purchase that she was unable to use her current phone with Cricket service due to the device being locked. She is requesting a refund for the sim card.
Upon receiving this complaint, we contacted the Authorized Retailer to request a resolution. The Authorized Retailer reached out to Ms. and provided her with a refund for the purchase of the sim card.
We thank Ms. for her communication and trust that this explanation properly addresses her concern.
Regards,
Cricket Wireless, Customer Support
1025 Lenox Park Blvd, NE
Atlanta, GA XXXXX
/BN
(The consumer indicated he/she DID NOT accept the response from the business.)
I Miss *** received a phone call from the service rep. "SISSY" and Sissy told me she herself took it upon herself and investigated this issue, when it was you the Revdex.com. I am super unsatisfied with this customer service agent that I got treated really badly when I went to get the sim card and my refund back.I got nasty attitude by 3 other people in the store..To the point that this issue was made front of with the manager in the back room and I heard all the FOWl attitude with my complaint, that is wrong with a store full of 12 people knowing what I did with asking you the Revdex.com for help. I was insulted and now my family and friends are all taking our cellular business elsewhere.Customer Service should of refunded me in the beginning, if it was, this would of never of happened. I am shocked that the people working at this Cricket store can get away with treating customers like they are above someone else and to call me fowl names while I am there and in front of other customers is not acceptable to me at all. It was rude,unprofessional and for that cause I think 'SISSY" should be fired or she needs to learn some anger management.
I would also like an apology because I have been a Cricket customer for over 10 years now. I was very happy with everything but please take in consideration that I left in upsetment the day I got my refund. NO ONE SHOULD BE CALLED NAMES OR BE PUT DOWN IN ANY WAY. .EVER!!!!! THANK YOU FOR YOUR HELP IN THIS MATTER. I HOPE THIS ISSUE GETS TAKING CARE OF AS WELL NOW, BECAUSE I AM VERY UPSET OVER THIS ENTIRE MATTER!
BEST REGARDS,
MISS
January 24, 2020
Revdex.com
Online Complaint
Complaint No: XXXXXXXX
Re: ***
Dear Sir/Madam,
This correspondence is in response to a rebuttal complaint filed by ***. In the original complaint, Ms. stated that she purchased a SIM card from a Cricket Authorized Retail location. She learned after the purchase that she was unable to use her current phone with Cricket service due to the device being locked. In her rebuttal complaint, Ms. states that when she returned to the Cricket Authorized Retail location to get a credit for the SIM card, she was treated poorly.
Upon receiving Ms. feedback, we contacted the Authorized Retailer and provided them with the details of the complaint. The Authorized Retailer appreciates Ms. feedback and has committed to investigate and provide coaching, as appropriate.
We thank Ms. for taking the time to share her experience. Her feedback is greatly appreciated as we are continuously working to improve the customer experience.
Regards,
Cricket Wireless, Customer Support
1025 Lenox Park Blvd, NE
Atlanta, GA XXXXX
/BN
Overpayment auto draft had a overage dispute with my bank iberiabank of 65.00 which cricket recieved twice.Bank got 65.00 back.Cricket took payment out *** 9 2020 55.00 turned service off for another 67.00.Talked to customer service couldn't get resolved.Have sent certified letter to office in Atlanta ga
Product_Or_Service: LG //Unlimted
Account_Number: XXX-XXX-XXXX
Other (Requires Explaination) Had to pay additional 67.00 to turn service back on which is a overage.this money wasn't owed as they have taken payment out accout already.Insurance on phone was cancelled in December 2019.55.00 was all owed
This correspondence is in response to a complaint filed by ***. In the complaint, Mr. states, he was charged twice when making his payment for his account. He is requesting a refund for his double payment.
We researched Mr. account and found that the payment he made on November 11, 2019 was reversed by his financial institution. This caused a balance to be added to his account which required him to make a second payment in the month of January.
We provided Mr. with a copy of his payments made and the dates when he was refunded in an email sent to him on February 3, 2020.
We thank Mr. for his communication and trust that this explanation addresses his concerns.
Regards,
Cricket Wireless, Customer Support
1025 Lenox Park Blvd NE
Atlanta, GA 30319
/JL
(The consumer indicated he/she DID NOT accept the response from the business.)
Recieved their response.The say the charge was because my bank took the overpayment and sent back to me.End of story tgey still ended up getting two payment in 1 month.Sent them copy of bank statement.They claim only recieved 1 payment.Don't unserstand.Unless young lady who took payment On 11-9-2019 took on payment for herself.They did get both payments on 11-12-2019.Bank got one payment back ended with another double payment.At this point don't know what to do
February 12, 2020
Revdex.com
Online Complaint
Complaint No: XXXXXXXX
Re: ***
Dear Sir/Madam,
This correspondence is in response to a rebuttal filed by ***. In the complaint, Mr. Noel states, he is being charged twice in January and is requesting a refund.
As we stated in our previous response Mr. was charged twice in November 11, 2019 and was reversed by his financial institution. The chargeback was issued back to him on January 11, 2020. This caused a balance to be added to his account which required him to make a second payment in the month of January.
We have provided Mr. with a copy of his payments made and the dates when he was refunded. We have also explained in detail our findings in an email sent to him on February 12, 2020.
We thank Mr. for his communication and trust that this explanation addresses his concerns.
Regards,
Cricket Wireless, Customer Support
1025 Lenox Park Blvd NE
Atlanta, GA 30319
/JL
(The consumer indicated he/she ACCEPTED the response from the business.)
Thanks for yalls help.End of the day Cricket still recieved a extra month pay.I'll just loose it.Again thanks cost to much to go to another phone at this point
My number was transferred to a different carrier and cricket refuses to refund me the balance or retro pay based off the service only b ed ING in use for 9 days. I have a 93 dollar credit as well as I just paid the bill on the 30th and today is the 9th. So there should be a credit for unused service as well.
Product_Or_Service: Apple /6S/
Account_Number: XXX-XXX-XXXX
Other (Requires Explaination) I want a full refund of the $93, as well as retro pay for unused service immediately
This correspondence is in response to a complaint filed by *** In this complaint, Ms. Threadwell states, she has switched providers and has an unused balance on her canceled account and would like to have it refunded.
We advised her that we do not issue a refund for any unused portion of the bill, any unused portion will be forfeited, due to our terms and conditions, which can be found at: www.cricketwireless.com/terms.
We contacted Ms. via email on February 4, 2020 and explained our findings. We were able to make an exception and issue a refund back to her original form of payment. She can expect her refund back within 3-5 business days.
We thank Ms. for her communication and trust that this explanation properly addresses her concern.
Regards,
Cricket Wireless, Customer Support
1025 Lenox Park Blvd, NE
Atlanta, GA 30319
/JL
(The consumer indicated he/she DID NOT accept the response from the business.)
I have told them repeatedly they can NOT credit funds back to a CLOSED pre paid account. I have not been issued a refund. I also went as far as asking to use the funds for accessories at their store . I need my 93.33. This is not pocket change. I don't understand what the issue is. I didn't use it. It was a credit and I'd like it back! They need to make arrangements for me to pick it up at a local store in some type of shape fashion or form r credit it to my daughters account she's still an active cricket user.
February 18, 2020
Revdex.com
Online Complaint
Complaint ID: XXXXXXXX
Re: ***
Dear Sir/Madam,
This correspondence is in response to a rebuttal filed by *** In this complaint, Ms. Threadwell states that she has not received her refund.
Upon reviewing the account, we were able to confirm that a refund was issued on February 4, 2020 and has gone back to her original form of payment. However, Ms. states that she no longer has the credit card associated with the transaction. We were able to provide Ms. with a reference number so that she can contact her credit card company and request her refund.
We thank Ms. for her communication and trust that this explanation properly addresses her concern.
Regards,
Cricket Wireless, Customer Support
1025 Lenox Park Blvd, NE
Atlanta, GA 30319
/JL
I dont have full service both data and phone at my home adress. I have calls drop daily. I dont receive all my calls. U dont receive all my texts on a daily basis I have interuptions at my home address mostly. Even outside. I called 5x and they have not resolved my issue. They say they will make a ticket and they didnt. They say they call and they dont. Or their call isnt coming though. The rep said his call didnt then they said cuz the next one did the problem is resolved. They said even though u are having this trouble we dont have to offer u a refund. I said I know thats not true. But maybe it is if im not a contract customer. Im go8ng to find out. I am a busy disabled visually impaired person. I dont have time for such nonsense. If I wasnt being honest with them I wouldnt bother I am not broke. I have medical expenses I appearwntly have to use to switch carriers so my doctors, asthmatic daughter and on the verge of death brother in wisconsin. And my other friend who has severe depresion. I will tell them dont call me I will call u. This problem has been reported since october. B7t I believed them when they said it was resolved. When he checked to see where the tower is to me he said it was kinda far. And by the interstate. Perhaps I have more trouble during rush hour when the contract customer are put on priority. Perhaps I will examine that hypothesis.
Account_Number: XXX-XXX-XXXX
Other (Requires Explaination) Let me switch my service while my phone is still active so i can keep my # then reimburse me 30$ for when i paid this month. No prorating will be accepted as i dont pay per day. Lets not waste disability money. How can i get back to payong my taxes after disability when my doctors cant call me'???
This correspondence is in response to a complaint filed by Ms. E. *** regarding Cricket Wireless. In the complaint, Ms. states that he is unable to make or receive calls.
We attempted to contact Ms. on January 31, 2020, February 3, 2020, and February 4, 2020 but we were unsuccessful. Should Ms. wish to discuss this matter further, please contact Ms. Moses at XXX-XXX-XXXX.
We thank Ms. for her communication and trust that this explanation properly addresses her concern.
Regards,
Cricket Wireless, Customer Support
1025 Lenox Park Blvd., NE
Atlanta, GA XXXXX
/KM
On Dec. 30 2019 *** and I went to the Cricket office on Grand ave in Sun City. She had a flip top phone that needed a new battery....they convinced her to get a new phone, but they didn't ring it up as a phone purchase, but as accessories. I don't know why that was, because she only wanted a phone.
She didn't want the phone after trying to get used to it, and so on Jan 7th we went to return the phone and get a refund for the cost of $101.76. They refused to make the refund since it had all been rung up as accessories. We were never told that there would be no refunds initially ........it was never mentioned. *** is a senior citizen on a limited budget. She needs that refund of $101.76. Can you help her?
Product_Or_Service: Other /AASIGAXXXXXX/Add on Change
Account_Number: XXX-XXX-XXXX
Other (Requires Explaination) Refund $101.76.
This correspondence is in response to a complaint filed by ***. In this complaint, Ms. states, she purchased a new device and was unable to return it due to the phone being rung up incorrectly.
We have reviewed Ms. account and was able to locate her receipt for her transaction on December 30, 2019. In the receipt it shows purchases made for several accessories but does not show a device being purchased.
In Ms. case she states, she made her purchase on December 30, 2019 and attempted to return on January 7, 2020. Due to the dates specify she is outside of the return policy and does not qualify for a refund. Her last day to return her items would have been January 5, 2020 regardless of how the phone was labeled on the receipt.
Crickets return policy states: Cricket provides a 7-day device and accessory return policy- beginning on the date of purchase - in which you *** return or exchange a qualifying new or reconditioned wireless device purchased at one of our Cricket Stores. To return or exchange your device, please go back to that same store. Full details can be found at
https://www.cricketwireless.com/support/orders-and-activations/returns-and-exchanges.html
We thank Ms. for her communication and trust that this explanation properly addresses her concern.
Regards,
Cricket Wireless, Customer Support
1025 Lenox Park Blvd, NE
Atlanta, GA XXXXX
/JL