Cricket Wireless Reviews (%countItem)
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Cricket Wireless Rating
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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Ive been very happy with my service for the past two years until this week. I tried to change my billing date but was told I couldnt because I had done ir before and on there website it says u are allowed two bill change dates in a billing period. Cricket told me their policy changed and they plan on changing their website next week and refused to honor what their website says currently. When asked to speak to a manager I was told there was no one else to speak to. Needless to say by law they should have to honor what they say on their website but they do not and are very rude and condescending to their customers. Makes sense why they are not bbc accredited because their shady practices would be caught
Ms *** - thank you for your feedback. Cricket Wireless only permits two changes per billing cycle. We appreciate your comments and will share them with the appropriate departments to ensure that we are consistent across all platforms. If you have any further questions or comments - please don't hesitate to contact us. Thank you .
Again this was changed without the customer being notified and on website it was not changed and I was told they havent had time to change it yet. To me with any business a customer is notified of changes and this was not the case
We are taking time to review the changes that you suggested be made to our website. Again- we appreciate your feedback. Thank you.
I didn't appreciate the misleading advertisement, 3 hangups and lack of the agents' knowledge / concerns; online AND over the phone..I was looking forward to being a new customer at Cricket wireless...I guess I should've checked with the Revdex.com BEFORE creating an account. The customer service and warranty department were (attempting to) belittling me, I was just using common sense >:-/ Is Cricket wireless allergic to using common sense? Please catch me up. They suck in the worst way as of now.
I have been a Cricket Wireless customer for years. I recently switched to AT&T and Cricket will not release my phone number so that I may leave them.
I have been a Cricket Wireless customer for years. I recently switched to AT&T and Cricket will not release my phone number so that I may leave them. They state that since I let my service lapse that they will not release my number for 30 days and if I want to change it now that I have to pay the bill. I let it lapse because their website states that if you no longer want to be a Cricket customer "simply stop paying for service!". I do not owe an outstanding balance as this a prepaid wireless plan, so basically they want me to pay $60 to reinstate my service just to cancel it and get my phone number back. It is also important to note that my number is partially already transferred to AT&T, I just can't receive incoming calls because the "port" did not complete for reasons unknown to me. I have been on several conference calls with AT&T and Cricket together and AT&T repeatedly tells Cricket that they need to release my number so that my full service may commence with AT&T and Cricket cites that it is their policy to hold on to the number for 30 days.
I want Cricket Wireless to release my phone number to AT&T
This correspondence is in response to a complaint filed by ***. In the complaint, Mr. states he is having issues transferring his numbers to another service provider. He is requesting Cricket to release the number.
Upon reviewing the account, we show that Mr. attempted to port out his number, but the port was not successful due to having the wrong information. We also found that the account was not active. We were able to re-activate the account, which will allow a new request to be submitted.
We contacted Mr. via email and provided him with the correct account information along with further details on transferring his number. We advised him that he can submit a new request with another service provider at any time.
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 XXXXX
/JL
I had filed a complaint about how cricket would not fix my phone nor replace it because I was not getting service and the device was defective, I was told by a rep from corporate that they would replace my phone at no charge, I have never received the phone and everytime I call them no one knows what I'm talking about they keep passing me on to the next person never trying to fix the problem.. I have only 1 bar on my phone at all times no internet unless I'm using Wi-Fi but they will turn m6 phone off if I don't pay it. They keep leaving on the phone with nothing resolved.
Product_Or_Service: Other /ZTE grand max plus /65
Account_Number: XXX-XXX-XXXX
Other (Requires Explaination) I would like the phone to be replaced with a brand new one as promised by corporate
December 22, 2019
Revdex.com
Online Complaint
Complaint No: XXXXXXXX
Re: ***
Dear Sir/Madam,
This correspondence is in response to a complaint filed by Ms. ***. In this complaint, Ms. states that she cannot connect to the internet, she also says she has never received more than 1bar of power on her phone, since she got the phone 1 year ago. Ms. is requesting a new phone since she has spoken to representatives in the pass year who will not fix or replace her phone.
After reviewing Ms. account and then speaking with her we do see that a new phone was shipped out to Ms. and then activated on November 29, 2019.
We thank Ms. for her communication and based on the outcome, we respectfully request that this complaint is closed at this time, as a new phone was shipped out.
Regards,
Cricket Wireless, Customer Support
1025 Lenox Park Blvd NE
Atlanta, GA 30319
/EM
when I paid for this month their app payment wouldn't work, I tried paying over the phone, they didnt recognize my number. I was forced to use the bridgepay option or go with no service. with the over the phone fee and the bridge pay fee my total for this month was $74.
I believe they did this on purpose probably to a lot of people.
the internet speeds are supposed to be a minimum of 3mbps, I test my internet speeds everyday and nearly everyday it is 1mbps...I can hardly ever use snapchat, youtube, view videos on Facebook, today I cant even load pictures... my speed today was 0.4mbps and 0.04mbps...
I called and wanted my money back and they would only give ten credit for next month. I told them to keep it. they blame towers then said towers are fine. its all excuses to get away with throttling all of their customers. they are scamming all of their customers. giving them just enough speed to not gripe.
please make service providers provide what they advertise. if u need me for a lawsuit I am available!
Product_Or_Service: Samsung /prime amp 3/60 a month
Account_Number: XXX-XXX-XXXX
Other (Requires Explaination) they wont fix it unless they are punished, drop their rating i say. they are doing this intentionally. i would love a refund since i paid 74 for service that is equal to a free government phone
This correspondence is in reference to a complaint filed by ***. In this complaint, Mr. states that his data coverage is not adequate.
We reviewed Mr. account. He currently has the 2GB Cricket service plan. Details in regards to his plan include:
"Download speeds max of 8 Mbps (LTE)/ 4 Mbps (4G). Speeds will be reduced to 128Kbps max if you exceed your plan's monthly data allowance. Actual speed varies by device and location."
We did kindly suggest that Mr. ensure that he is utilizing Wi-Fi as much as possible since he has the 2GB plan and he enjoys social apps such as Snapchat, Youtube, and Facebook.
To reiterate, Cricket Wireless is not able to guarantee coverage inside of buildings. In door coverage can be adversely affected by the thickness/construction type of the walls or location of the building or location of the area may weaken signal strength which will adversely affect the customer's ability to access/consume data, make/receive calls, send/receive messages and use data thru mobile hotspot.
We informed Mr. of our terms and conditions. Additional information can be found online at www.cricketwireless.com/terms.
In summary, it was reiterated that data speed may vary based on the location, coverage, terrain, traffic at any given point.
We let him know that our coverage maps show a high-level approximation of coverage also, we cannot guarantee data or cellular coverage on our network.
In closing, we informed him that we sincerely understand his frustration and know he has to make the best decision for his service needs. We suggested that he
Based on the aforementioned, we respectfully request that this complaint is closed at this time, as we are unable to assist further.
Regards,
Cricket Wireless, Customer Support
1025 Lenox Park Blvd., NE
Atlanta, GA 30319
/cb
(The consumer indicated he/she DID NOT accept the response from the business.)
they are confused. they are talking about what my plan is as of now, the 2gb plan.
my plan at the time of that complaint was the unlimited plan...for my resolution I want my money returned for the last year of service. as I paid for highspeed internet and couldnt even use youtube, snapchat, google maps....I would test my speed everyday and it would be 1mbps literally everyday of the month but like 3 days...
long story short, they are intentionally throttling their high speed customers to 1mbps when it is supposed to be between 3 and 8mbps.
I want my money back for the year of frustration and deception.
January 6, 2020
Revdex.com
Online Complaint
Complaint No: XXXXXXXX
Re: ***
Dear Sir/Madam,
This correspondence is in reference to a rebuttal filed by ***. In this complaint, Mr. states that he wants to be refunded for his service payments, specifically regarding his 2GB service plan.
Cricket does not offer refunds of services or store fees. For additional information regarding Cricket Wireless' Terms and Conditions visit https://www.cricketwireless.com/terms.
We let him know that his plan details are as follows:
"Download speeds max of 8 Mbps (LTE)/ 4 Mbps (4G). Speeds will be reduced to 128Kbps max if you exceed your plan's monthly data allowance. Actual speed varies by device and location. For more information on Cricket's mobile broadband service, visit Mobile Broadband Information. Data usage and tethering that violates contract terms may be slowed or terminated."
Mr. can access all details about our plans for his convenience and visit https://www.cricketwireless.com/cell-phone-plans .:
We kindly explained that Mr. frequently used his 2GB high speed data allowance this is why he experienced slower speeds.
In closing, we informed him that we sincerely understand his frustration and know he has to make the best decision for his service needs.
We respectfully request that this complaint is closed at this time, as we are unable to assist further.
Regards,
Cricket Wireless, Customer Support
1025 Lenox Park Blvd
Atlanta, GA 30319
/Cb
Back in late August, my wife and I had learned that our Cricket Account does not cover us in Canada. We contacted Cricket to have Canada opened to us so we can make calls and use the internet for our vacation. They told us there would be a fee increase for this service. We agreed to the fee. Further we were told we can discontinue this service when we returned from out vacation. So when we returned we called to cancel our "Canada service".
We soon discovered that Cricket had raised our rates by $25.00 a month. There was no mention of this when we first called. I contacted Cricket and I was told that they cannot return us to our original cost, of $100 per month because their computer system would not allow this. Further, we will not have to pay this amount from now on. Had we known this would be a problem we would have look for other options so we can have phone and internet service in Canada.
I don't care about their internal bureaucracies; I do not find this as a valid reason to raise our rates. The people I talked to refused to transfer me to their management so we can have this straightened out.
This is in regards to our Cricket Account No. xxx. I cannot submit this, your website interprets this as a social security number.
Account_Number: XXX-XXX-XXXX
Other (Requires Explaination) I would like to see our bill returned to its original cost prior to August 2019. Also, a reimbursement of the the new cost that we are now paying. No excuses and I don't care about their internal system problems.
This correspondence is in response to a complaint filed by ***. In this complaint, Mr. states that he changed his plan so that he could use his service in Canada and was advised by a representative that he could change his plan upon his return. However, he has been unable to do so. He is requesting to be placed back on his old plan.
After researching Mr. account, we found that he was on a grandfathered plan that is no longer available. We have agreed to place him back on his original rate plan as a one-time courtesy. We have attempted to contact Mr. to inform him of this at the number he provided, however, we were unsuccessful in reaching him. Should Mr. have any further concerns, he can contact Jaime, Cricket Corporate Escalations Manager.
We thank Mr. for his communication and trust that this explanation properly addresses his concern.
Regards,
Cricket Wireless, Customer Support
1025 Lenox Park Blvd, NE
Atlanta, GA 30319
/JL
I ask that this case, Cane No. ***, be re-opened. I wanted to wait until the next billing cycle to ensure that everything was back to normal. Well it's not!
Our data has been affected! We had in Sept 2019 a 5GB data plan, now it's down to .24GB as of today. This is about 20 times lower than before!! Unacceptable!
All we want is to go back to our original plan that we had prior to Sept 2019. We need this fixed and we expect Cricket to regain our confidence that this will be taken care of WITHOUT further problems. Thank you
January 13, 2020
Revdex.com
Online Complaint
Complaint No: ***
Re: ***
Dear Sir/Madam,
This correspondence is in response to a rebuttal filed by ***. In this complaint, Mr. states that his plan has been recovered but that he is now experiencing issues with his data.
After researching Mr. account, we found that his grandfathered discount was restored but he was placed on a different data plan. Upon discovering this we restored all lines back to the original plan and discount.
We contacted Mr. on January 15, 2020 to advise him of our resolution. We explained that this change was a one-time courtesy and that any future rate changes will result in Mr. losing his grandfathered discount.
Mr. understood and was thankful for the resolution.
We thank Mr. for his communication and trust that this explanation properly addresses his concern.
Regards,
Cricket Wireless, Customer Support
1025 Lenox Park Blvd, NE
Atlanta, GA 30319
/JL
I ask that this case, Cane No. XXXXXXXX, be re-opened. I wanted to wait until the next billing cycle to ensure that everything was back to normal. Well it's not!
Our data has been affected! We had in Sept 2019 a 5GB data plan, now it's down to .24GB as of today. This is about 20 times lower than before!! Unacceptable!
All we want is to go back to our original plan that we had prior to Sept 2019. We need this fixed and we expect Cricket to regain our confidence that this will be taken care of WITHOUT further problems. Thank you
January 13, 2020
Revdex.com
Online Complaint
Complaint No: XXXXXXXX
Re: ***
Dear Sir/Madam,
This correspondence is in response to a rebuttal filed by ***. In this complaint, Mr. states that his plan has been recovered but that he is now experiencing issues with his data.
After researching Mr. account, we found that his grandfathered discount was restored but he was placed on a different data plan. Upon discovering this we restored all lines back to the original plan and discount.
We contacted Mr. on January 15, 2020 to advise him of our resolution. We explained that this change was a one-time courtesy and that any future rate changes will result in Mr. losing his grandfathered discount.
Mr. understood and was thankful for the resolution.
We thank Mr. Gate for his communication and trust that this explanation properly addresses his concern.
Regards,
Cricket Wireless, Customer Support
1025 Lenox Park Blvd, NE
Atlanta, GA 30319
/JL
I concur, with closing it out as of 11-Feb-2020, even though I know it's already closed. I wanted to see if Cricket will keep their word. I have had too many broken promises from them. Everything seems to be working and we are back to normal.
Thank you for everything!
Cricket is trying to stick me with the purchase of a phone that DOES NOT WORK AT MY HOME. There is no cell tower nearby and no wifi calls.
I left Sprint for Cricket ordering a phone online November 4th.
I received the phone and activated service roughly 2 days later.
For the next week, I called in daily trying to determine if my service could be improved. Your agents and I worked thru the phone, changing settings, determining cell tower locations, trying to connect with my Very Good home wifi in order to make wifi calls.
None of these efforts worked.
On the 13th, frustrated with Cricket's coverage and the phone, I signed up with Google Fi. I received the phone the 14th and immediately activated service.
I would like to return the Cricket phone and am getting a hard time with the return team.
I only had the phone 6 days before canceling service, FULLY within the 7 day online time frame. You can see the number of times and amount of time I spent with your team trying to make the phone work. Yet because it has taken them so long to process my claim, I am being told that the phone is not eligible for return, and I am stuck with it.
This is wrong. Please send me return authorization so that I can return the phone for full credit.
I await your reply, time is of the essence.
***
XXX-XXX-XXXX
I wish a refund of the phone that I am trying to return.
This correspondence is in response to a complaint filed by ***. In this complaint, Mr. states he purchased a new device with Cricket Wireless and was not getting coverage at home. Mr. decided to return his new device and states he was advised that he was outside of the 7 day return policy. He would like to return his device and receive a full refund.
We have researched Mr. account and found he has disputed the charges with his credit card company, and the payment was backed out on November 16, 2019. He was then issued a refund on November 21, 2019 by his credit card company. Mr. will need to contact his credit card provider for any further details on the refund. We also contacted Cricket's back office team and have verified that on Cricket's end the charge has been refunded.
We attempted to reach Mr. at the number he provided, and we were unsuccessful. We also left a voicemail for a callback and was not able to communicate with him.
We thank Mr. for his communication and trust this explanation properly addresses his concern.
Regards,
Cricket Wireless, Customer Support
1025 Lenox Park Blvd NE
Atlanta, GA XXXXX
/JL
I met with the Store manager, Victoria *** at the Frandor Cricket mobile store in Lansing MI. She conveniently added a protection plan to my account without asking my permission. In addition she told me a protective case and belt clip was included with the purchase of the phone. I was charged for both items. Upon returning to the store 2 days later, 11/11/2019, to return the clip and protective case, I was told no returns on accessory items. This is stated on the back of the receipt, but again. I was lead to believe the items were included with the purchase of the phone, an underhanded and misleading statement by the store manager to make a sale.
Product_Or_Service: Motorola /motorola g7/Cricket Core
Account_Number: XXX-XXX-XXXX
Other (Requires Explaination) The protection plan has been removed from my bill. For the items I was told would be included with the purchase of the phone I would like my money refunded. a total of 40.00$.
This correspondence is in response to a complaint filed by ***. In this complaint, Mr. states he was misled into buying accessories when purchasing his new device. Mr. would like a refund for the accessories that were added to his transaction.
Mr. states, he was advised by a representative that the accessories were added to his purchase at no cost. He noticed he was charged for the accessories and attempted to return them. Per Cricket's policy, accessories are nonrefundable.
We agreed to make an exception and issue a one-time credit to his account for the accessories purchased. We attempted to contact Mr. to provide our resolution but were unsuccessful. If Mr. still needs assistance with his concern, he can contact Jaime, Cricket Corporate Escalations Manager, at the number provided.
We thank Mr. for his communication and trust that this explanation properly addresses his concerns.
Regards,
Cricket Wireless, Customer Support
1025 Lenox Park Blvd, NE
Atlanta, GA 30319
/JL
cricket allowed my number to be stolen. allowing my accounts to be compromised
on 11/19 12:54 pm I received a message that their had been an update to my account and my cell number stopped working displaying a sim not provisioned. I was at the motor pkway store by 2:30(Address: 1058 Motor Pkwy, Central Islip, NY 11722) a young woman said there was nothing that could be done. as account was locked. and said sim had just been swapped at west babylon location. There is no west babylon location. I insisted she call which she did and rep on phone hung up after I advised my cell number had been stolen. I then headed home to speak with customer service. they advised if I went to store that they could reset all my info with license. I went to Lindenhurst store and after more than an hour
was told nothing could be done for 24 hrs. my account had been compromised for over 30 hours. I was charged 40 for a new line, 25 for activation and $10 for a sim for XXXXXXXXXX. then the next day when I was presented with my phone I was charged 11 again for a sim swap. not to mention the 33 I had already aid for XXXXXXXXXX
I seek a refund for all these charges. the number i lost and got back. $119
This correspondence is in reference to a complaint filed by ***. In this complaint, Mr. states that he requests a refund for having to restore his account.
We initially contacted Mr. via phone and email. Mr. states that he wants to provide more receipts for the specific charges he is referencing.
We thank Mr. for his communication, and we are available to investigate his concerns, should he choose, at ***@cricketwireless.com and are ready for the additional receipts he is referencing.
Regards,
Cricket Wireless, Customer Support
1025 Lenox Park Blvd
Atlanta, GA 30319
/cb
This complaint does not involve a store. This company has not removed an extra gig from my account charges.
Three months ago I spoke to customer service and added an extra gig to one of my phones on my family plan and the service person and I both agreed that this would be for one month only. In the next month they again added it and charged me another $10, I called and the customer service person said it would be taken off my account for the next billing period. Well they did it again today on my next billing period. I called and the lady said they were having computer issues and I would have to call back, after explaining everything to her, she could not do it later when her computer came back online but I had to call back and go through it again.
This is terrible service.
I would like $20 back from the two months they charged me for an extra gig and i shouldn't have been charged.
This correspondence is in response to a complaint filed by ***. In this complaint, Mr. states that he was overcharged for a feature on his account.
We thoroughly reviewed Mr. account.
Amounts paid for service charges are non-refundable and account balances are not transferable, refundable, or redeemable for cash. If your account is suspended or cancelled, for any reason, any remaining balance in your account will be forfeited.
Please refer to our Terms and Conditions online at www.cricketwireless.com/terms.
We made an exception and provided a $20 service credit to his account.
Regards,
Cricket Wireless, Customer Support
1025 Lenox Park Blvd., NE
Atlanta, GA 30319
/cb
I spoke with a representative on 11/06/2019 at Cricket. I reported the missing. I was told by the representative that they will deactivate the number so no one could use it. I spoke two reps today 11/25/2019 and was told that the number was used at Metro PCS. And they were unable to change the number back to Cricket. I stated that was not true. I explained to them that was not told to me. They are unwilling to refund the money. And also explained to them that she should be able to get her money back due to the fact that she reported the phone and also paid the bill on time. I need help with getting my money back.
Product_Or_Service: LG //
Account_Number: XXX-XXX-XXXX
Other (Requires Explaination) I would like a refund.
This correspondence is in reference to a complaint filed by ***. In this complaint, Ms. states that her number was ported to another provider and that she wanted a refund.
We did investigate and the person that initiated the port was able to provide the proper authentication information to initiate the port to another provider.
We attempted to reach Ms. by telephone on December 18th. We were unable to reach her; however, we did want to let Ms. know about Cricket's refund policies.
We do not issue refunds per our Cricket Terms & Conditions.
According to Cricket Wireless Terms and Conditions of service, available online at www.cricketwireless.com/terms: Amounts paid for service charges are non-refundable and account balances are not transferable, refundable, or redeemable for cash. If your account is suspended or cancelled, for any reason, any remaining balance in your account will be forfeited.
Non-withstanding Cricket's Terms and Conditions, we did issue a refund as an exception.
We thank Ms. for her communication and trust that this explanation properly addresses her concern.
Regards,
Cricket Wireless, Customer Support
1025 Lenox Park Blvd
Atlanta, GA XXXXX
/cb
Was charged twice for my monthly service. I contacted cricket and they acknowledged the over charge and told me a refund was forth coming in 3 to 5 days. 8 days later I called them 3 times befor I was told I would be getting my refund in 5 to 10 days. Shortly after that I received a call from cricket telling me they won't issue a refund but instead will give me credit on my service.
Product_Or_Service: LG /V20/Unlimited
Account_Number: XXX XXX XXXX
Other (Requires Explaination) Refund my 90.00$
This correspondence is in response to a complaint filed by ***. In this complaint, Mr. states he was charged twice for the month of November. He is requesting a refund for his second payment.
We have researched Mr. account and have found he was charged twice on November 17, 2019. We found Mr. disputed the charges with his credit card company, and the payment was reversed on December 2, 2019. We also contacted Cricket's back office team and have verified that on Cricket's end that the charge has been refunded. If Mr. has any further questions, he will need to contact his credit card provider.
We attempted to reach Mr. to provide our findings, but we were unsuccessful. If Mr. still needs assistance with his concern, he can contact Jaime, Cricket Corporate Escalations Manager, at the number provided.
We thank Mr. for his communication and trust this explanation properly addresses his concern.
Regards,
Cricket Wireless, Customer Support
1025 Lenox Park Blvd NE
Atlanta, GA XXXXX
/JL
My phone number with cricket, of whom I have been a subscriber for years, was hacked and re-ported to another carrier. My Pay pal account was then used to purchase items. When I found out, I went to change my passwords. When I tried to change my phone password, that is when I was informed by cricket that my phone service was no longer with them, someone had re-ported my phone. Cricket informed me that it would take 24-48 hours for me to get my number back. It has now been a week and I get the same answers from them that "they are working on it." As you know, ones phone number is connected to various websites, accounts, etc., I need my number back!
Please help me.
Thank you
Product_Or_Service: Motorola //
Account_Number: XXX-XXX-XXXX
Other (Requires Explaination) Get my phone numer back and a large billing credit for the trouble and the runaround from them
Revdex.com
Online Complaint
Complaint No: XXXXXXXX
Re: *** J. ***
Dear Sir/Madam,
This correspondence is in response to a complaint filed by *** J. ***. In his complaint, Mr. states that his Cricket Wireless account was compromised, and changes were made to his account without his authorization.
We want to assure, Mr. that his account security is a top priority for Cricket Wireless. After researching his account, we believe he *** be the victim of identity theft originating outside of his Cricket Wireless account. The individual who accessed his Cricket Wireless account had enough information to authenticate his account and make changes.
This individual *** then have used Mr. phone number to gain access to other accounts where Mr. uses his phone number for verification. If he hasn't already done, we advise Mr. to file a police report regarding the suspected identity theft.
Mr. number was officially recovered.
In addition, we initially contacted Mr. via phone and email and could not successfully reach him. We have made several additional unsuccessful attempts to contact Mr. via phone and email to request additional information. Without additional details from Mr. we are unable to advise Mr. of next steps.
We thank Mr. for his communication, and we are available to investigate his concerns, should he choose, at ***@cricketwireless.com.
We thank Mr. for his communication and trust that this explanation properly addresses his concerns.
Regards,
Cricket Wireless, Customer Support
575 Morosgo Dr., NE
Atlanta, GA 30324
/cb
(The consumer indicated he/she DID NOT accept the response from the business.)
They never attempted to contact me for more info. A lie. Now I am in contact with them on the phone and they say the case is closed. They sent me a new sim card and stated I had to call them to reinstall my phone number. This is when they told me the case is closed. Nothing has been resolved!
January 9, 2020
Revdex.com
Online Complaint
Complaint No: XXXXXXXX
Re: ***
Dear Sir/Madam,
This correspondence is in response to a rebuttal filed by ***. In his complaint, Mr. states that his Cricket Wireless number was ported to another company without his consent.
We attempted to contact Mr. on December 23rd, December 26th and December 30, 2019 at the alternate contact number he provided, however, we were unsuccessful in reaching him.
In addition, we contacted Mr. on January 8th, 2020 via email and phone with no success.
We were able to recover his telephone number; however, we wanted to provide Mr. with next steps. Mr. *** contact 1-800-Cricket to first register his new sim card and to insert his new sim into his device for successful activation.
We respectfully request that this complaint is closed at this time, as we are unable to further assist the customer.
Regards,
Cricket Wireless, Customer Support
1025 Lenox Park Blvd.
Atlanta, GA 30319
/CB
On Nov 18th I went into a Cricket Store to discuss Black Friday deals and to ask about adding 2 lines to my account. We were told that Black Friday deals had not been released but we could add the 2 lines that day and come back in the store on Black Friday to get the deals then.
This was an outright lie by the employee. They have a policy that prevents any sale pricing for 90 days! I didn't become aware of this until I went to buy a phone for one of the lines. This is a scam to get my money that day and prevent us from participating in the deals.
Account_Number: XXX-XXX-XXXX
Other (Requires Explaination) I would like Cricket to honor the pricing for Black Friday deals on my 2 new lines. Or exchnage the phones for new ones at the "New Line" pricing.
This correspondence is in response to a complaint filed by ***. In this complaint, Ms. states she was unable to take advantage of Cricket's Black Friday offers due to misinformation provided by an employee of one of Cricket's authorized retail locations. She is requesting Cricket honor the sale price.
We researched Ms. account and agreed to order her new devices at the requested price. We contacted Ms. and explained the process to have her devices shipped out. Ms. was happy with the resolution and had no further questions.
We thank Ms. for her communication and trust that we properly addressed her complaint.
Regards,
Cricket Wireless
Customer Corporate Relations
1025 Lenox Park Blvd, NE
Atlanta, Ga XXXXX
/JL
(The consumer indicated he/she ACCEPTED the response from the business.)
On October 17.2019, my debit card was charged for $75.00 for an account under my daughter's name ***). The employee, Russell at the Cricket store on 2539 S College Ave Unit 105, Fort Collins, CO 8052 (phone: 970.215.1142) attempted to activate a metropcs phone and was unsuccessful because the device was not compatible and was locked, however, Russell charged my card before checking if the phone would work. My daughter doesn't have service with cricket, there has been no activity on that account, yet, I have yet to receive my refund.
Account_Number: XXX-XXX-XXXX
Other (requires explanation) I would like a refund of $75.00 and a call from Cricket with an explanation of what they plan to do to make up for dragging this on for so long and an apology.
This correspondence is in response to a complaint filed by Mr. *** regarding Cricket Wireless. In this complaint, Mr. states that his daughter went to a local Cricket Wireless Authorized Retailer to port over her device. The device she attempted to port was locked. He states she requested a refund and was told there was a problem with the system, but they would issue the refund the next day. He states he never received the refund and wants a refund of the total amount charged.
We attempted to contact Mr. without success, we wanted to gain a better understanding of his complaint and to find out if he'd received the refund yet.
We left our contact information Chiquitta with Cricket Wireless Corporate Office for a return call.
We then contacted the store manager of the authorized retail location, who stated that they remember the incident and would be reaching out to Mr. with a resolution.
We thank Mr. for bringing this issue to our attention and for allowing us an opportunity to assist him.
Regards,
Cricket Wireless
Customer Corporate Relations
1025 Lenox Park Blvd NE
Atlanta, GA 30319
/CE
My monthly bill was due on 11/13/2019. I paid on or before the due date. On 11/21/2019, after years of spotty service and unreceived phone calls and text messages, I ported my 3 phone numbers to Sprint. When I called Cricket on 11/22/2019 and asked when to expect a prorated credit back, the said since I ported my number, my account was cancelled and I don't get a refund. Having had the service for only 8 days, and a bill of $90 they are stealing $66 from me.
Product_Or_Service: LG /nexus/unlimited
Account_Number: XXX-XXX-XXXX
Other (Requires Explaination) I want a refund of the prorated amount of $66
This correspondence is in response to a complaint filed by Ms. *** regarding Cricket Wireless. In this complaint, Ms. states that she paid her bill before the due date and ported her lines to a different carrier after only eight days of usage in that billing cycle. She is asking for a pro-rated credit for the unused portion of that month's payment.
We reviewed her account and found that she did indeed ported her service eight days after the new cycle began. We attempted to contacted Ms. to advise her of our policy regarding unused portion of the bill.
We wanted to advise her that we do not issue refunds or credits for unused portion of the bill, and that any unused portion of the bill will be forfeited. This is a part of our terms and conditions, which can be found at: www.cricketwireless.com/terms.
We left our contact information Chiquitta with Cricket Wireless Corporate office should she want to further discuss her concern.
We thank Ms. for allowing us an opportunity to assist her and trust that this explanation properly addresses her complaint.
Regards,
Cricket Wireless, Customer Support
1025 Lenox Park Blvd NE
Atlanta, GA XXXXX
/CE
Cricket allowed someone to open an account in my name. I do not know the phone number and cricket refuses to provide me any information so that I can close the account. I have disputed the charge with my bank but am unable to get any information from Cricket to get them to cancel the account and refund my money.
Account_Number: XXX-XXX-XXXX
Other (Requires Explaination) I would like for them to cancel the account that is under my name. They confirmed this person used my name *** but again I have no way to get any other information from them so I don't know how else to resolve this.
Dear Sir/Madam,
This correspondence is in reference to a complaint filed by *** regarding Cricket service. In his complaint, Mr. states an account activation was made with his bank card. Mr. states that he wants his issue resolved.
We contacted Mr. via telephone on December 17th, 2019. The individual who completed the activation had enough information to authenticate Mr. card information. We advise Mr. to file a police report regarding the suspected identity theft.
We confirmed with Mr. the money has been returned to the card. We highly suggest that he contact his credit card company so that a new card can be issued. We did confirm that we cannot cancel a user's account however we are happy that he was able to receive his funds back.
We thank Mr. for his communication and trust that this explanation properly addresses his concern.
Regards,
Cricket Wireless, Customer Support
1025 Lenox Park Blvd
Atlanta, GA XXXXX
/Cb
(The consumer indicated he/she DID NOT accept the response from the business.)
The response that you cannot cancel an account that was opened fraudulently is ridiculous. While I don't use companies like Cricket, I shouldnt have to be concerned that someone is using my information to open accounts. This company is a scam. Good luck ripping more people off.
December 23, 2019
Revdex.com
Online Complaint
Complaint No: XXXXXXXX
Re: ***
Dear Sir/Madam,
This correspondence is in reference to a rebuttal filed by ***. In this complaint, Ms. states that he feels someone created a Cricket account with his card information.
We previously talked with Mr. wife in his presence. We already kindly explained that the user was able to successfully authorize the card to start service with Cricket. The user who started service knew the pin to authorize the card.
We cannot cancel the account but were happy to confirm that Mr. was able to dispute with his bank the charges he did not recognize.
We respectfully request that this complaint is closed at this time, as we are unable to assist further.
Regards,
Cricket Wireless, Customer Support
1025 Lenox Park Blvd
Atlanta, GA XXXXX
/Cb
On the 24th of November, Cricket Wireless ported over (without my authorization) my business phone number. It was transferred to H20 Wireless where it still resides. I had made a complaint within minutes of losing my number and the cricket officers told me it would be 3 to 5 business days to have this figured out. It was on a Friday, so I went a full week to get a manager to ask for 24 more hours, and then I called the next day. 24 more hours. I had contacted H20 wireless regarding the number in dispute. They offered to flag the number as one not to use and gave me simple instructions for cricket wireless to follow to get the number back. For 2 weeks they did not offer to listen to my information and simply said it was under investigation. Someone eventually agreed to put into the notes the instructions H20 wireless gave me to give to them. When I call for an update they read back to me the information that they have this information that I gave them like they have discovered something. I have recently contacted H20 wireless again and they have told me they have had no request at all.
The only answer I receive from cricket is it is under investigation.
Product_Or_Service: Apple /Iphone7/Family plan
Account_Number: XXX-XXX-XXXX
Other (Requires Explaination) I wish to have my business number back. This lack of communication has severly crippled my photography business as I am going into the season. My business number is posted on hundreds of sites and business cards, return customers phone index. The potential loss in business has already been felt. I believe that compensation would be a fair resolution.
This correspondence is in response to a complaint filed by ***. In this complaint, Mr. states that his phone number was fraudulently ported out to another carrier without his permission, and that he has been unable to resolve the issue.
We want to assure Mr. that his account's security is a top priority for Cricket Wireless. After researching his account, we believe he *** be the victim of identity theft originating outside of his Cricket Wireless account. The individual who accessed his Cricket Wireless account had enough information to authenticate his account and make changes. This individual *** then have used Ms. Johnson's phone number in an attempt to gain access to other accounts where Mr. uses his phone number for verification. If he hasn't already done so, we advise Mr. to file a police report regarding the suspected identity theft.
Our records indicate that we were able to retrieve Mr. wireless number, restore his original service plan, apply eligible credits to his account, and help him update his account security information.
We thank Mr. for his communication and trust that this explanation properly addresses his concern.
Regards,
Cricket Wireless, Customer Support
1025 Lenox Park Blvd, NE
Atlanta, GA XXXXX
/JL
My phone and access to cricket,my phone service provider, has failed to allow access and provide protection from fraud.
I was an Att customer in TN and Ms. I incurred $600 in erroneous charges and; I was the victim of identity theft. Several phones were sold to me as new but; they were remanufactured. I chose cricket in Batesville Ms because I was advised that they had nothing to do with Att. This was of Paramount concern because the issues were not resolved and; the bill was exponentially increasing. I couldn't access my account and passwords/ settings were changed. I have been forced to purchase 2 phones from Cricket that I found out were underneath the Att umbrella. The warranty was nonsensical. Who pays for the phone twice and then you receive a $50 credit, if you return the phone. Your credit card is charged $100 until they receive your return. None of this was disclosed to me. In Houston I returned the first phone within 7 days but; the Manager was not an authorized dealer. He was a brute and refused to allow an exchange or refund. Policies vary depending on whether you use an authorized Cricket dealer or Cricket retailer. This is not explicit or otherwise displayed for consumers to differentiate. Finally, my Moto 5 ecruise phone denies me access to the cricket apps and settings. I can not change password,plans or security questions. I purchased it in Oct. 2018 and I literally expend most of my time resetting, updating,being denied calls,texts and full access to all apps etc. As of 11/23/2019 I have been unsuccessfully tried to access my cricket account for 4 hours, using every cricket app to do so. Pages did not show the submit button, next options or; half the page is overlapping and you cannot input pertinent information. The software requires almost daily updates and every app removes, deletes or minimizes my usage of the same. The serial number is zyXXXXXkm7. Imei#XXXXXXXXXXXXXXX. Erroneous files and unknown data is transferred from phone to phone. Shame on them to treat people in fixed incomes and geriatric citizens this way.
I want a new replacement phone, compatible to or the next model if a store credit is issued. The phone should be new. Not remanufactured and full access to my cricket account. This is where hackers access your account information along with Gmail. I need a new number,a different name used or other security measures to protect my identity.
This correspondence is in response to a complaint filed by ***. In this complaint, Ms., states that she has had several problems with her device and Cricket Wireless as a whole. She is asking that the device be refunded or replaced.
We researched her account for any inconsistencies regarding her charges, but we were unable to locate any multiple or additional payments.
We attempted to contact Ms. to gain a better understanding of her complaint, but we were unsuccessful in speaking to her. We wanted to know more about the device that she states she purchased in Oct. 2018 and wanted replaced in Nov. 2019.
We left our contact information Chiquitta with Cricket Wireless Corporate Office should Ms. want to further discuss her complaint.
We thank Ms. for allowing us an opportunity to assist her in this matter, and look forward to speaking to her.
Regards,
Cricket Wireless, Customer Support
1025 Lenox Park Blvd NE
Atlanta, GA XXXXX
/CE
Today I had the worst experience with supervisor Alfred S . He is DISGUSTING !!! Completely disgusting and I am so appalled that someone like that is a supervisor for your company . I called to understand how my $60 bill went from $60 to $110! I had originally called for a bridge pay with a $25 fee . Then when I asked what my options were regarding the SECOND payment (just for my own knowledge) they GAVE me a speech mentioning that I could extend it for another week instead of paying off the balance right away , again this was just to see what my options were but I was swindled into thinking it was more like a 3 payment breakdown to complete the entire balance because they DIDNT mention anything about another $25 fee as the second amount of the payment plan then the full amount must be paid at the end of the extension .
So $25 bridge pay + $25 second payment on that PLUS $60 (the original bill amount ) That's a huge extra charge just to change a date to pay your bill !!!! They have gotten $50 out of me so far for a $60 bill and now want an additional $60?
So when I called to pay the night of the end of my extension (thinking it should have been $10 since I had already paid down $50 on my $60 monthly charge , they said it was another $60 and my phone would be off until that balance was settled . AGAIN , $50 was already paid so now I'm completely confused .
60+50= $110!!!!!
I asked to speak to a supervisor for clarification on this since it clearly wasn't given the first time since the rep must have wanted to rush me off the phone or use it as a ploy to get extra money out of their customers and this man was SO NASTY ! He was rude , disgusting , wouldn't tell me any of my other options regarding the service, wouldn't explain the bridge pay and basically told me if I wanted to leave the service they didn't care and HUNG up on me after I asked to be transferred to someone more knowledgeable 1 and POLITE 2! Long story short , he was disgusting and I need to rethink if I want to put money into a company that talks to their customers so NASTY and rude !!! All I wanted was a simple breakdown so I understood for future reference how these payment options work !!!! PLEASE TRAIN YOUR SUPERVISORS PROPERLY
Ms.-
BridgePay is a program that offers customers an extension of up to seven days to pay their monthly service charges. We now have a convenient option where your BridgePay can be extended.
A payment would need to be made to successfully enroll in the BridgePay extension. I understand the confusion that you have regarding the new BridgePay extension program, so here is a scenario to better explain.
" Mr Joe with a $70 plan enrolls in BridgePay and pays $15 ($10 towards balance and $5 fee) his new balance owed is $60. He, then calls and enrolls in a BridgePay extension and makes another payment of $15 ($10 towards balance and $5 fee) now his new balance is $50"
A text is sent to our valued customers advising that if you wait to pay after your BridePay due date you will need to make a full monthly payment.
We thankyou for your feedback.
- Cricket Wireless, Customer Support
My comment was in regards to your horrible customer service . The bridge pay and customer service together has since caused me to leave cricket .
I refuse to pay for a service and every time I have to call in for help I have to deal with nasty agents
Ms. -
We apologize for the customer experience you received and are sorry to see you go. We want to assure you that - we are reviewing your customer service interactions as learning opportunities to continue to help improve our overall service to our customers. If in the future, Cricket Wireless can provide you with your wireless needs, we would be happy to see you re-join Cricket Nation.
Thank you.-
Cricket Wireless, Customer Support