Cricket Wireless

On 01/02/2019 I spoke with Gregorio Spanish Speaking Supervisor. I was speaking to him regarding my account at first he was speakimg over me and his attitude was not the best but I yried to work with it. As I started questioning what his representive had informed me he went on saying his representive did not explain the sitution in the best way. As I continue to question him about my account he gets frustrated and tells me 'you need to learn and listen? and he conitnued speaking. I asked to repeat ehat he had told me because his remark was uncalled for. He ignored for and continue speaking I told him he was very unprofessional, and its not his duty to tell me what I needed to learn. I understand a lot of our business are deployed to other countries that does not mean these representives/supervisor have any authority being a smart . I've been their customer for about 5 or 6 years and this is the way they are doing business. I don't thinkso!!
Account_Number: XXX-XXX-XXXX

someone stole my identity and ported my number and cricket provided no assistance, in phone number recovery.
on Dec 23, my phone, XXX XXX XXXX, stop working I went to a cricket store where I was informed that my Cell number had been ported to a different cell service. I contacted Cricket customer support to inform them that my identity had been stolen and my phone number had been ported without my authority as a result of Crickets inactivity several of my accounts where able to be tampered with. opposed to a swift response

-I was placed on hold for hours
-spoken to rudely with accusatory tone while being force to try clarify that the activity was fraudulent
-when told that an investigation and resolution can occur with 3-5 business days, it is going on 10 and I have never received a follow up call in regards to my account.
-I have spoken to representatives, supervisors, managers as well as technicians and no one has been able to provide assistance during this time sensitive period.

I have contacted the company Tracphone/SimpleMobile and where informed that to retrieve the number all cricket has to is contact them and this issue could have been resolved within 24 hours

online sales practice is a spam, they advertised phone low price once you order they just cancel the order so you have to go store but store dont have
I tried to purchase a phone transferring my phone number from different company but after order is processed they cancelled the order saying they could not verify the information, I tried 4 times using different credit cards and even putting the exact address I have with my bank and they just cancelled the orders. They use this so you have to go to the store but in the store they don't have the phones and they charge other fees that they claimed are waived by ordering online. THIS IS A SCAM!

EVEN WHEN I CALLED THE BANK THEY SAID EVERYTHING WAS FINE SO THIS COMPANY CANCELLED ORDERS YOU PLACE ONLINE SO YOU HAVE TO GO TO THE STORE

Cricket sold a shared bill with two lines to us twins. Cricket told Me my sister got $15 back on her netspend card ending in 8774. Also, suspended our service over this. I did the bridge pay so we could have telephone service. And they told my sister Helen Wood that we owe a bill of $90 because we did a bridge pay. They have told us different stories.
Product_Or_Service: LG /Motorola/30 day service
Account_Number: XXX-XXX-XXXX

I purchased a phone Nov 29, 2019. I received it and couldn't get it working after porting my number. I talked to customer service and they advised me to pay for a new sim which was ridiculous so I arranged to return. They received the device and checked it by the 18th of December. They released the refund and told me I would have it on the 28th. I called back that day and was told to wait a little longer. It's now the 2nd of January. I called again and was told it would be 30 days total. That unacceptable. It's been nearly a month. They have their items back. I'm not waiting another month. Return claim number is RAXXXXXXXX.
Account_Number: XXX-XXX-XXXX

Re: The Cricket store at 5689 W Touhy Ave, Niles IL 60714.

On December 27, 2019, I visited the Cricket store to buy an iPhone 8 Plus. The sales rep ("Hamza") quoted me a price of $450 for the phone and $55/month for their unlimited plan. "Hamza" said he would order an iPhone 8 Plus and he asked for a $25.36 deposit on the order. I paid the $25.36 and Hamza wrote on my receipt "iPhone 8 Plus deposit $450", to show that my deposit was to be applied to the total purchase price of $450.

On December 31, 2019, I returned to the Cricket store to pick up the phone. I was then informed by the same sales rep ("Hamza") that the price was $550, not the $450 he originally stated. I told him that is not what we agreed to and even showed him the receipt with his writing on it. He said he cannot give me the phone for $450. Since he would not honor our agreement, I asked for a refund of my $25.36 deposit. My request was refused with the explanation of "All sales are final." So now I am left with no phone and Cricket still has my deposit, which they refuse to refund.
Account_Number: XXX-XXX-XXXX

Purchased a phone and went to Cricket to ask if they could provide service to that specific phone. I was told yes. I paid for activation, a sim card, and the first month service. Service was hit or miss, sometimes calls would work, other times I would have to close out and try to make the call again. Then at the end of November they were paid another $50 for "service". Service got worse, with several failed texts and calls become so bad that even when they did work it would be a solid 8 seconds before the call would even try to connect. After several calls to their "customer support" and trips to several different locations in an attempt to get this problem fixed, there was zero improvement. At the end of December I notified them that they need to fix this issue because they were paid for service and I still have not gotten what was paid for. The response I got was to give them more money. When I did not give them more money and did not let them just take the money out of my account they removed the auto pay and shut off my phone. They have done NOTHING to fix the actual problem and have even gone so far as to have me on hold for OVER 3 HOURS, them claiming I had not actually called in. This company has treated me worse than any other company in the past.
Product_Or_Service: Samsung /Galaxy S9/
Account_Number: XXX-XXX-XXXX

On our return home from vacation my daughter's phone was missing. We reported the phone stolen to Cricket on 12/14/19. On 12/18 the phone was found by
Upon returning home from vacation our daughter could not find her phone. We reported the phone stolen to Cricket on 12/14/19. On 12/18 the phone was turned over to Delta airlines. We received the phone back from Delta and called Cricket to activate it on 12/21. The Cricket rep. confirmed activation. On 12/23 & 12/28 we called Cricket to inform them the phone is still not activated. The phone was then activated on 12/28 and de-activated on 12/30. The phone is part of a family plan of 3 phones and payment made for upto 1/13/20 plan period. We were given 3 different dates on which the phone would be re-activated but as of 12/30 there still is no resolution although payment was made until 1/13/2020.

I can not pay my bill using a new debit card after the old one was stolen. and they want me to get a new plan I don't want
Product_Or_Service: Motorola /moto5/some grandfather
Account_Number: XXX-XXX-XXXX

I called Cricket wireless to activate my Cricket Samsung
Galaxy previously purchased from this company.
They were supposed to activate the new sim card I bought for the phone. After paying $30.00 for new service and $10.00 for a sim card, the rep told me to go ahead and use the phone.
After trying unsuccessfully to use it, I then called customer service
for a refund as phone wouldn't work. After speaking with 2
different reps, they told me the payment made with my VISA card
was non refundable.I was told this AFTER paying for the service.
I feel that I was misinformed by these reps, and as a senior it really seemed like a scam against elderly people.They need to reimburse me as soon as possible, and to be honest when doing business.
Product_Or_Service: Samsung //Cricket
Account_Number: XXX-XXX-XXXX

I purchased an iPhone 6S plus from the cricket wireless authorized dealer in Calera Alabama One by remote wireless my subtotal on the total bill was $211 the final bill was $258.79 .She charged me $20.80 for Alabama State tax $20.80 for calera city tax plus $5.20 for Shelby CountyWhich brought my final taxes to $46.80 on a $211 subtotal
Account_Number: XXX-XXX-XXXX

I called cricket the day before Xmas to add hotspot to my phone. Representative says for just $5 u can upgrade plan to 15GB hotspot, of course I except. I hang up hot spot doesn't work! I call right back to inform them it's not working the representative gets it to work! Wishing 10 min of movie my phone died... few hrs later I went to buy a charger to continue watching movie but hotspot doesn't work again! Since then I've spoken to LEGIT 8 people for 3-4 days I've been told to reset network settings restart phone etc, I've been hung up on twice and I've been lied to about a case # that was never created ! I know because when I called to tell cricket case number and say no one has called me back in reference to case number they say my case # is short numbers and I say hmm how when I repeated the case # back to the previous representative and she confirmed it's correct but that's because I was just being told anything at the time! You should really pull the calls from 12/26 - 12/28! On top of that when I ask to speak to a supervisor I was put on hold for 52 minutes without a check in just left me on phone had to call on the other line to call cricket right back to speak to a supervisor! While speaking with supervisor he as well can't get hotspot to work he tried everything! FINE GIVE ME MY MONEY BACK! He says I can issue u a credit ! I say no I paid for a service I can't use I want my money back on card! He says OK gets my card information and tell me it'll take 5-10 business days ! I hang up! The next day I get a message saying refund request DENIED! To myself I say how in the world do your service not work for me because of ur service not cus of me but YOU & u don't want to give me MY MONEY BACK! A slap in the face basically our service don't work and u don't get ya money back have a good day '??'U understand that (UR SERVICE DONT WORK AND I CANT GET MY MONEY BACK) that don't sound crazy to u
Product_Or_Service: Apple /iPhone 7/Unlimited
Account_Number: XXX-XXX-XXXX

On December 16th payment for the next month of service came due, and I failed to make payment so service was interrupted. On the 18th was able to make payment and purchased netspend card to make payment online but didn't realize would be charged by netspend $1 to make payment so only paid $59 instead of $60. On cricket's site noted that I still owed the $1 but also $5 fee for it being off for more than 24 hours. No problem, noticed a lower rate plan that had 5GB data and unlimited talk and text, changed plan to this $40 plan and service was restored leaving credit of just over $14. A few days later I got a text stating I had used up 75% of data so decided to change back to unlimited. Went to physical store, told I would need to pay $4 for upgrade, did so and left. When I left, checked the website to verify changes had taken place and noted ***. 17th for next bill. That same night at 1:15am CST service was suspended and IVR stated I owed $44 balance, called and spoke with an agent the next day and was told that it was because I had changed service in middle of billing cycle and so I would have to pay that, after spend 45 mins on hold waiting for a supervisor I was disconnected. After calling back I spoke with agent Anna who after 30 mins reviewing account advised me I had done everything right and turned service back on with unlimited everything and there would be no more issues. That night again 1:15am CST service as disconnected except this time it stated I owed $46 to restore service. Called the next day 12/23 and was told by agent he could submit a case for review but it would be 72hours to 10 days for resolution and couldn't restore service. Transferred to supervisor Moses who told me he could either submit a case and leave service off or put me back on $40 limited plan and restore service not both, so I was SOL on the extra $23 I had paid to have the unlimited service!
Product_Or_Service: Apple /iPhone 8+/unlimited+
Account_Number: XXX-XXX-XXXX

We cancelled our services that we pre pay for. Cricket is now saying that they don't offer refunds. They wrote off the amount owed back to us. No way should a company just get to keep money without providing service. They must make millions on this scam.
Product_Or_Service: Apple /iPhone 7/Unlimited
Account_Number: XXX-XXX-XXXX

We called December 18th about pricing at our local Cricket store we were told they had the Samsung Galaxy a10e for 9.99 when you ported your number over. We asked the store manager Steven several times about this pricing and he wouldn't allow us to receive the promotional pricing. We called as we left the store as we were also told by Steven that there would be a $25 per phone restocking fee. So we called customer care and they assured us we could get our money back for the phones and only pay the $9.99. We asked them to provide us with a way to reach them so we could have them speak to the manager at our local store.

When we finally were able to get in touch with the manager on 12/27/2019, which we went to the store. He was asleep in the back, came out being rude and said he wasn't giving us a penny back. He said he wouldn't even if customer service told him to.

He yelled in our faces at us, Called us stupid, and when I went out to my vehicle he came out behind me to yell at me some more. While my fiance remained in the store trying to speak to customer care, Steven was in his face, and told him that he needed to get out of the store while my fiance was doing nothing more than speaking to an agent on the phone. When my fiance came outside to get a reference number, they locked the doors behind him and stood there laughing.

We asked for a full refund because we have no service and cannot use the cellphone service. We were told that within 7 days we could receive a FULL refund. Then Steven denied us of that as well.
Product_Or_Service: Samsung /A10E/Unlimited
Account_Number: XXX-XXX-XXXX

Cricket carrier-locked MY phone. I was gifted a new iPhone XS Max (aka iPhone 10 Max) at Best Buy with no sim card and no cell service contract, and was told it will work with all providers. Being a cricket customer for many months already, I removed the (Cricket) sim card from my old device, installed in my new phone and powered up; it worked immediately. About two months later I tried to switch service to Sprint due to better pricing on their unlimited plans - and was told that my phone was compatible. When trying to activate their sim card, we found that I could not switch over because Cricket locked my phone. The overall outcome of the situation was that I chose to trade the aforementioned phone for a completely new phone as well as start a phone service line with them after talking in length about what they could do to solve my situation (as Cricket offered me no resolution of any kind).

On their website, Cricket states that "If you have a Cricket phone, it *** have been programmed with a lock that prevents it from operating with other compatible wireless networks." After much running around, I learned that this policy was underwritten via the ReSeller Flex Policy. I have two complaints about this entire situation. 1: The unlock policy listed on the cricket website is misleading as it only mentions the policy in reference to users who SPECIFICALLY have "a Cricket phone". The policy excludes mention of those of us who bring our own, UNLOCKED device to Cricket. Secondly, the ReSeller Flex Policy is the reason why my phone was essentially held hostage by Cricket. Is it legal for U.S. phone service carriers to hold customer property hostage in instances like this? There are other former cricket customers who have experienced this issue on various online forums, so I know I am not the only one who has encountered this issue.
Product_Or_Service: Apple /iPhone 10 Max/
Account_Number: XXX-XXX-XXXX

This business unlawfully ran credit checks on me and my dad. They stated they partnered with a leasing company called progressive and said that they work together with this company. Many times she told me, she meaning the manager, told me that their partner was progressive leasing company she made it sound like to me that this was a part of their business. After they ran the first credit check on my dad she (the manager) then proceeded to tell us 'oh I'm sorry I forgot since he's not living in the city we have to have a hard copy of his credit card in order to run it through so I'm sorry we can't help him? AFTER they already ran a credit check on him. So then they said I would have to do it. They refused to tell me upfront what my charges would be for a cell phone plan before they ran credit checks on me even though I asked several times. They told me that the credit check they were running was not a credit check but it was just to see if I could get a plan. Prior to my dad and I running a credit check They told me my phone plan was going to be estimated at $60 a month and the actual phone total charge was $499. So after they did the credit checks we finally forced them to give us an answer it ended up being $100 a month for the monthly plan and she told me that our phone was now going to be $599 unless WE UPPED OUR PLAN! Funny how she didn't tell us any of these things until after she ran credit checks on us. They lied to us for 3 hours and never gave my dad and I correct information or final charges before they ran our credit checks. And An estimation of 60 a month is not even close to 100 month for an estimate!
Account_Number: Cricket

After shopping around for a new cell phone plan, two local stores offered me no contract, unlimited talk and text plan $30 a month. The salesperson at the Spanish Fork Cricket store promised me only a $25 monthly bill, after an initial first month of $30.

The next month, I went in several days early to pay my next bill. When I handed them $25, I was told the plan is actually always $30 a month, with no explanation as to why my original salesperson was not honest with me. The original salesperson was not there, but the man I spoke to this time was present when I purchased my phone contract last month. He told me there was nothing he could do to adjust the bill.

I paid $25 and requested a manager call me to discuss the bill change. I never received a call from management. Instead, my phone was turned off with no warning. I believe Cricket misled me in order to make a sale, then hoped I would simply pay the extra $5 a month without complaint. How many other people have they done this to'

I only discovered my phone was disconnected when I tried to use it later that morning. I am the director of adoptions for an animal rescue group, so losing access to my phone and being forced to change my number can negatively affect the lives of animals in need.
Product_Or_Service: Other //
Account_Number: XXX-XXX-XXXX

When I called into customer service on 12/17/19 I asked to start a new account they were offering $40 unlimited play when you bring your own device and number. I was coming from sprint. I gave her all my info the she said she was billing me $40 for the 5 gig plan, I told her no I wanted the $40 unlimited BYOD plan. She insisted this was how she had to set it up that after the payment went through she could change the plan to the BYOD play which was the same price. After much time on the phone her nor her supervisor could put me on the plan both assured me they would fix it for me. I asked for a refund and them not to port my number. They said all they could do was First they upgraded the account to the $55 unlimited plan and took off the $15 increase charge. Told me not to worry they expedited the call and I would get a call back in 24-48 hours with the problem corrected. after not hearing a thing I called in 3 days and was told to get another phone add it to my service and then pay them $80 per month for both lines unlimited. Or I could take my other account (5 lines) @$100 per month and split those up, at a still higher cost. Or just leave it as is and pay $55 per month.
Product_Or_Service: Samsung /s9+/unlimited byod
Account_Number: XXX-XXX-XXXX

My phone bill was due on December 6,2019 my balance was $59.92 and it was paid via card on that day. The plan comes with 15gb or hotspot. On 12/26/19 I purchased 15 additional GB's of mobile hotspot for $10 via the myCricket app. On 12/20/19 I purchased an additional 15gb of mobile hotspot via the automated system. Well on 12/21/19 my service was disconnected. I called that morning and talk to a rep who first hung up on me after not being able to assist or transfer me to a supervisor.I then called back and was on hold with a rep who was unable to even get in my account for over 30 minutes. That rep transferred me to a supervisor named Alesa who was able to confirm all charges and payments. She then stated that it shows an additional $10 feature was added but not paid for and you can't add a feature if it's not paid for first. She restored my account until the end of the day 12/21/19 due to the $10 for the feature not being able to be removed but instead filed a ticket that was suppose to remove the $10 and make my service active with no action needed from me. On 12/22/19 my service was suspended again where the process started all over the first rep hung up on me after not being able to help.I called back and spoke with Edward who was able to investigate and confirm again everything that I stated.I was transferred to a supervisor named Mike who was extremely rude. He got on the line and stated that due to a SYSTEM ERROR they took money from their own pockets and did me a favor by giving me a credit that restored my line. As I explained to him even though he didn't ask any questions or apologize about my issue that he didn't do me any favors that I paid for my month of service plus 2 additional add ons. I asked would I still have my 15gb that I purchased on 12/20/19 and never used he said he didn't know. I then reiterated the whole issue he advised that I turn off my phone and turn it back on right before he hung up in my face.
Product_Or_Service: Apple /iPhone XS Max/$60 unlimited
Account_Number: XXX-XXX-XXXX