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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I've been a cricket customer since 2017 everything was great I even got friends and family to switch from their cell phone company to cricket and always talked highly of them and their service until yesterday when I had a personal issue arise and needed a one day extension to pay my bill in full and after spending 30 mins going back and forth in circles with first customer service rep I asked to speak with a supervisor and was placed on hold for 20 mins before I hung up and called back and finally one on the phone who thanked me for being a loyal cricket customer since 2017 and then told me they couldn't do anything to help my situation and couldn't give me a 24 hours extension and was rude and told me I pay for 30 days of service and that is what I get so I didn't feel like I was valued customer or that they even needed my business so I will not recommend them to anyone and not to mention I wanted to change my due date for a couple days so I wouldn't have this issue and would have my pay check by that date and that was a whole other fiasco with them not being able to add and subtract a couple days. I will be looking for a different company and changing after going through this with them. I pay money a month to be treated as if they could care less if they had my business or not. I don't recommend them unless you like to be treated like ***.... And I just found out I requested a line to be removed from my account and told them which number and I find out it was the wrong line upon updating to the correct number the agent never submitted the request of the line removal so it had to be resubmitted for the 3rd time.
Signed up for service today
could not do the following calls at my house could not understand person
could not setup ckrickt acct online
call customer service game me bs on helping on the laptop
told me must do it from phone
Product_Or_Service: Motorola /3stlus/unk
Account_Number: XXX-XXX-XXXX
Other (Requires Explaination) refund my totla amout of 77 dollars and chnage
This correspondence is in reference to a complaint filed by ***. In this complaint, Mr. states that he had issues creating an account.
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 further investigate his complaint.
We are happy to see that Mr. account has been successfully established.
We thank Mr. for his communication, and we are available to investigate his concerns, should he choose, at ***@cricketwireless.com.
Regards,
Cricket Wireless, Customer Support
1025 Lenox Park Blvd
Atlanta, GA 30319
/cb
(The consumer indicated he/she DID NOT accept the response from the business.)
they hAVE NEVER CONTACTED ME AT ALL THEY NEED TO MAIL ME A CK FO 80 BUCKS
This correspondence is in reference to a complaint filed by ***. In this complaint, Mr. states that he had issues creating an account.
We initially contacted Mr. via phone and email again, specifically on December 19th, 2019 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 further investigate his complaint.
We respectfully ask that this complaint be closed.
Regards,
Cricket Wireless, Customer Support
1025 Lenox Park Blvd
Atlanta, GA XXXXX
/cb
I have cricket wireless they want to me $15.00 for a phone number changed from oregon to washington state I want it on 12/01/19 and the $15 waived
I want the $15.00 phone number fee waived and a new phone number on 12/01/1
have cricket wireless waive that $15.00 for having my phone number changed as 12/01/19 from Oregon to Washington state
This correspondence is in reference to a complaint filed by *** regarding Cricket service. In his complaint, Mr. states that he wants the Cricket phone number change fee to be waived.
A $15 Fee is required to process a CTN change per customer's request. A one-time exception was granted to, and a $15 credit has been applied for the CTN change.
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 30319
/cb
I ordered a cell phone online only to find that it would not work. After calling their customer service department numerous times I was placed on hold for hours on end then transferred to 4 different people claiming to be a manager. The service is cheap for a reason. Even after I requested to cancel they would not refund me for 3 months of service that I never used and the phone they sent me never worked. Do not use this company waste of time and money.
Product_Or_Service: LG //
Account_Number: XXX-XXX-XXXX
Other (Requires Explaination) I requested to be refunded from them and their customer service department instantly for the service that was not used and also because the phone was never working, They would not work with me but they continue to charge me $30.00 each month for something I do not want. If you try to go online to cancel that is not a option. If you call customer service they give you the run around and then do not cancel the plan.
This correspondence is in response to a complaint filed by ***. In the complaint, Ms. states that she ordered a device online that did not work and was charged for service during that time. Ms. is requesting a refund for the device and service.
We attempted to reach Ms. on December 13, 2019 as well as December 16, 2019. We found that the account is currently active and has usage on each line. Ms. is able to take advantage of Cricket's warranty exchange program as long as the device meets the requirements. Details on the warranty can be found below.
Wireless phones are considered electronic devices and Cricket Wireless cannot guarantee the device will perform flawlessly; therefore, new Cricket devices carry a one-year manufacturer's warranty from the date of purchase, should you encounter problems with the device outside of the 7- day return period. To make a warranty claim please contact the Returns Center at 1-800- Cricket (XXX-XXXX) for assistance. The support center will troubleshoot the device malfunction over the phone and provide instructions for the warranty return, if applicable. Once the device meets the requirements of the warranty exchange policy, there are several options for exchanging the device. These options can be found online at www.cricketwireless.com/support/orders-and-activations/warranty/customer/warranty.html. We offer a free option as well as options that will provide an expedited replacement with payment of a security deposit.
In addition, per our terms of service, amounts paid for service are non-refundable. Our terms state, in part: "Amounts paid for service charges are non-refundable and account balances are not transferable, refundable, or redeemable for cash." The full terms and conditions can be found at www.cricketwireless.com/terms.
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, Georgia, 30319
/RM
I ordered a new phone for me and a sim card activation kit for my wife on the 13th of this month online at cricket / I got a email they shipped it out and when I got the box on 11/15/2019 is the t / and the order number is Order Number: all I got was the bring your on device activation kit / I did not get the phone I paid for I paid a total of $187.55 for the order and so I called immediately to let them know I did not get the phone I ordered and they did nothing said was going to do a case on the issue I contacted several times to get them to re ship me over night a phone I ordered and paid for they blamed ups for opening the package and stealing the phone and re sealing the package is what I get from them and I tried to contact several times to make this right go into a store just get the phone I paid for and they will not do that / and will not re ship me a phone I already paid for and telling me that they are having someone look into the issue and calling me about my phone . all I want is what I paid for they are unwilling to make this right I ported 2 numbers to them and still have not got a call or my phone that I paid for and ordered I have spoke to 2 supervisors and online chat and they are still not telling me anything or how they are going to make this right all I want is my phone and for them to accept some responsibility its not my fault that they either did not pack the phone in the box or it got lost please I just want them to make this right send me the new phone I already paid for back on the 13th of November I have given them time to get this resolved but they have not even tried to contact me
Product_Or_Service: Nokia /Nokia 3.1 Plus/Unlimited Cricket More (Monthly)
Account_Number: XXX-XXX-XXXX
Other (Requires Explaination) i just want the new phone i paid for and a credit for service for treating me like this and is a horrible way to treat a new customer porting over 2 numbers and i need them to over night me the new phone i ordered and think i deserve a compensation for all this issue ! please
This correspondence is in response to a complaint filed by Mr. ***. In his complaint, Mr. states that he ordered a new device from Cricket Wireless but never received it. He states he received the box but there wasn't a device inside.
We reviewed Mr. account and found that a device change was processed on 11/22/19.
We attempted to reach Mr. to gain a better understanding of his complaint, but we were unsuccessful in speaking to him.
We left our contact information Chiquitta with Cricket Wireless Corporate Office, should Mr. want to further discuss his complaint.
We thank Mr. for allowing us the opportunity to assist him.
Regards,
Cricket Wireless
Customer Corporate Relations
1025 Lenox Park Blvd. NE
Atlanta, GA 30319
/CE
We decided to change phone providers so we went to the Marion Cricket store. My husband bought me an IPhone 11 for my birthday we paid in full 'Full Price, no discounts ? with a credit card which was collected immediately. We paid for a months service and was told there's no contract you pay by the month and can change providers at any time. We have realized over the last month that Cricket has very bad service in our area so we decided to change to Verizon. When we started our transaction we were told that Cricket has placed a lock on my phone for six months and that I should call them and get the lock removed. I have called them numerous times and they refuse to unlock it. I was not told about a lock being placed on my phone when I purchased a full priced phone. To me this is a scam I was told I could change providers at any time and now I have learned they have locked me for six months. They also charged me for a phone case that I never received.
Product_Or_Service: Apple /I phone 11/
Account_Number: XXX-XXX-XXXX
Other (Requires Explaination) Unlock my phone so I can go to another service. Give me a refund for $100 They charged for a phone case that I didn't receive
This correspondence is in response to a complaint filed by Mrs. ***. In the complaint Mrs. states, her husband paid the full cost for an IPhone 11 and they were unable to use it. Mr. states they attempted to take the device back to the Authorized retailor only to be told there was nothing wrong with the device and they couldn't get a refund. They attempted to port it to another provider and found that the device was locked to Cricket Wireless. They are asking to have the device unlocked or a refund, as they cannot use it at all.
We contacted Mrs. who states they took the device back to the store and they were advised that there was nothing wrong with the device, and that there was nothing they could do for them.
We reached out to the Territory Manager for that authorized retail location, and provided him the information we received. He contacted the owner of the store and advised him of the incident that occurred at the store location. The owner of the store allowed Mr. and Mrs. to return the device for a full refund.
We attempted to reach Mr. and Mrs. to make sure that they were satisfied with the outcome of their complaint, but we were unsuccessful in speaking to them.
We thank them for bringing this issue to our attention and allowing us the opportunity to assist them.
Regards,
Cricket Wireless, Customer Support
1025 Lenox Park Blvd. NE
Atlanta, GA XXXXX
/JL
The cellphone I purchased stop charging after a few weeks. I called and the representative said the procedure was to file a insurance claim. I did and the telephone still did not work when I called to ask what's next how do I get the cellphone to work properly she said the battery is not under warranty. I said I pay for service two months and had no service what can I do? she hung up so the next day I called and she said she can not help me so I said cancel my service because you are billing me every month and I do not have service they refuse to do anything to help me then today 11/20/2019 I asked to speak to the supervisor who stated their policy is if you cancel and want to restore service there is a $60 fee. I am livid at this point because they refuse to help me and did not want anything but money, money for the cellphone, money for the warranty, fees and interest every month and I am not getting any compliance. If you are selling a cellphone that does not work isn't it due diligence to try and get it working? why would you try to bill me a fee for restoring service that was cancelled because the service was not being applied and if I pay for 30 days of service and cancel then 2 days later want it restored because the new cellphone that you sent is now working properly if service was cancelled for 2 days but service has been paid for the month. why not reimburse me for the 3 months of service I paid over $120 and $100 for a cellphone not to mention the stress of not having a cellphone for 3 months.
Product_Or_Service: LG /fortune2/unlimited + insurance
Account_Number: XXX-XXX-XXXX
Other (Requires Explaination) Either restore my service with no fees charged or reimburse me for the 3 months and the money I paid for the cellphone and the hardship of not having service and having to endure calling for days running around replacing the device with ups time wasted being hung up on the call center representatives were rude, showed no customer service skills the people in the stores are excellent I wish I would have just went to the store initially.
This correspondence is in reference to a complaint filed by ***. In this complaint, Ms. states that she had a device that malfunctioned and it was determined that there was a problem with the battery. She expressed frustration that she could not reach a solution and was further frustrated upon finding that because her battery was faulty that she did not qualify for a replacement. She stated that she did not continue to pay for service because of her device that was not working. Ms. states that later on, she wanted her service restored and was informed that she would have to pay a reactivation fee.
Ms. was contacted by phone on December 16th, 2019. We reviewed and discussed her experience. Ms. states that her service has been successfully restored.
We value feedback and 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 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
I have gone through a change of employment and my money is minimal right now so I decided to make a bridge payment for the month of November on the 11th. I thought that I would have enough to make the full payment by the 19th and I didn't. I called back on Sunday November 10th of 2019 to see if I could get another extension and the young lady I spoke with told me yes but this time it would be $15 instead of the usual $10 so in order to keep my phone on until I got my first check from my job I agreed to the $15 bridge pay. I make the payment on Tuesday November 19th of $18. I wake up Wednesday November 20th to my phone being off. Now because my bank account is in overdraft status I had to buy a pre-paid card. I used the card on the 11th of November so I figured it shouldn't be a problem to use the same card for the next payment. I spoke to 4 (yes) 4 different reps the morning of November 20th. When I spoke with Moises the supervisor he tells me the same nothing that he does not have access to my bank account or I would have to pay $47 to turn my service on. I then told him I not once stated that u had access to my bank account. All I was asking is for them to honor the bridge pay I paid or give me my money back. It is only 2 day left before I would get paid and i'd pay whatever amount I needed to pay. All I kept hearing was, I understand and no one seemed to understand my situation. I have limited income trying to make it to work just to make it to a pay day so that I can have some sort of normalcy. I didn't ask for much considering this is the second time I've been with Cricket and I pay my bill on time with these few exceptions lately. I didn't ask them to give me 2 weeks just 2 extra days until Friday November 22nd when I got paid. Moises the supervisor was very rude and disconcerting to anyone else. He lied and told me that the bill would have to be paid in full of $42 and another rep after him says $47. I'm not understanding why lieing is the policy of Cricket.
Product_Or_Service: Samsung //
Account_Number: XXX-XXX-XXXX
Other (Requires Explaination) I just wanted to have my phone turned on in good faith knowing I dont have a bad history of paying my bill on time with Cricket and possibly an apology for hiring reps that do not know the cricket bridge pay policy.
This correspondence is in response to a complaint filed by ***. In the complaint, Ms. states that she enrolled in BridgePay and then made a second payment with the intention of extending her BridgePay agreement, however her account was suspended. Ms. is requesting to have her account re-instated.
We researched Ms. account and confirmed that she enrolled in BridgePay with a start date of November 12, 2019. Ms. then made a payment on November 19, 2019 but did not enroll in the BridgePay extension program. As a result, her account had insufficient funds which resulted in her account being suspended. Cricket Wireless is a pre-paid no-annual contract carrier and, as such, requires payment prior to services being delivered. Full details on the BridgePay program and BridgePay extension as well as our terms and conditions can be found on our website at www.cricketwireless.com/terms and https://www.cricketwireless.com/support/billing-and-payments/bridge-pay.html.
In our review of Ms. account, we confirmed that the proper information was supplied, however, as a one-time exception, we issued a credit to her account. We attempted to speak with Ms. on December 12 and December 16, 2019 to discuss these details however we were unsuccessful in our attempts.
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, Georgia, XXXXX
/RM
I called the Cricket store to find an IPhone 7 128 GB phone they confirmed they had one and the price was 299.00 for upgrade for me as I am current customer.
When the phone transfer was completed I checked the storage on the phone and was shocked it was on 32GB. The girl stated the inventory was wrong and I said well I want the 128 GB version. The girl stated she would talk to inventory people and get this fixed but nothing has been done.
The Store is in Inkster on Michigan Avenue Cricket Wireless.
I have followed up a couple times and I can tell nothing is going to happen with my issue.
Also not all my data was moved I lost some pictures and also they charged me for additional cloud storage which I can't access... I was told call customer service and they said go back to the store!
Product_Or_Service: Apple /IPhone 7 /
Account_Number: XXX-XXX-XXXX
Other (Requires Explaination) I would prefer to get the Phone I wanted I phone 7 with 128 GB of storage.. They could offer me an Iphone 8 with 128 GB of storage that would be satisfactory as well. Or they can refund me $200.00 since the phone I got is only a third of what I actually wanted and thought I purchased.
This correspondence is in reference to a complaint filed by ***. In this complaint, Ms. states that he intended to purchase an iPhone 7 that was 128gb but was sold one that was 32gb. Mr. would like the device model that he intended to purchase.
Mr. was contacted by phone on December 16th, 2019. The store experience was escalated to the Market Director, and Mr. can expect further communication from store management. Cricket aims to provide a satisfying experience, every interaction.
We were transparent and informed Mr. that Cricket Authorized Retailers have limited stock selection of iPhones. We do understand Mr. frustration and issued him a service credit to his account from the corporate office.
Cricket strives to provide excellent service and we regret when that high standard is not met. 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
My wife *** and I have been a cricket customer since early 2015.
They did not provide referral amount and prorated refund.
My wife *** and I have been a cricket customer since early 2015. After a vacation in 2018 (where we went out of the States), my wife had connection issues. Cricket could not fix the connection issue and told my wife to take a new connection. So then I was I could refer my wife and I did the same, however; the Cricket folks cheated us and did not give me and my wife the referral amount. Despite calling the customer service team; they turned the deaf ear to our issue. Till date we both did not receive referral amounts. With time the Cricket wireless signal connection got detoriated and we decided to move to a new carrier. They are not even refunding us the prorated amount for my renewal. They hung on us the phone multiple times.
I want the referral bonus for my wife and myself. I want the prorated amount back for the period I am not using the service.
This correspondence is in response to a complaint filed by Mr. ***. In the complaint, Mr. states he referred his wife to Cricket Wireless and activated a new account. He states he was trying to take advantage of Cricket's Refer a Friend program and was never given the credit to him or his wife. He is asking for the referral credit to be issued to him and a refund for his unused service after canceling his account.
Refer A Friend is a customer referral program that allows you to earn up to $250/year by referring your friends to Cricket (10 referrals per calendar year).
We researched Mr. account and found he activated his wife's service back in December 18, 2018, and in *** 2019 there was a ticket created to further investigate. The ticket was closed due to not properly redeeming the code. At the time of activation, they attempted to redeem the referral code after the line was already activated.
Per Cricket's Refer a Friend program: you will receive a referral link from Cricket in an email and have 30 days after it is generated from your friend's referral link. You must activate service, create a My Account or myCricket app login, and redeem your referral code within 30 days. After 60 days of active service, you both get a $25 account credit. This credit will be automatically applied to your account. You must retrieve your referral code from your friend's link before activating service. Unfortunately, once you activate service, there's nothing else Cricket can do. Full details can be found at https://www.cricketwireless.com/support/discounts-and-savings/refer-a-friend.html
We contacted Mr. and advised him of our findings and explained his case.
We also advised him 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 thank Mr. for his communication and trust that we have properly addressed his complaint.
Regards,
Cricket Wireless Customer Support
1025 Lenox Park Blvd, NE
Atlanta, GA XXXXX
/JL
Dear Revdex.com,
I called into the customer care line since my billing cycle was on the 16th which had been cutting close my deadline to submit my bill for reimbursement. I wanted to change my billing cycle so that I would be able to submit my bill earlier. I was told to call back on the day I wanted to switch my billing (the 1st of each month) and I would receive my bill 15 days sooner.
When I called back to do exactly what the cricket representative told me to the bill date was switched to the first of the month but my bill did not come 15 days sooner it actually came to me 15 days later. This was not what I was told or what I intended since my whole purpose for switching the billing cycle dates was to receive my bill sooner. When I called them back to see if they could fix this they said the billing cycle can only be changed every 6 months and that they could not give me my bill to submit for reimbursement. Their misinformation made me late for submitting my bill and I had to pay out of my own pocket instead of getting reimbursed. I called back for the company to right their wrongs and they would not adjust my bill or credit m account for their mistake.
They also hung up on my many times taking more time from me to call and reexplain my issues to many managers. They also told me ticket numbers that were given to me were incorrect and that a ticket number was never created. I am shocked and horrified by the terrible service and complete lack of customer care.
I would never run a business this way and I would have each agent explain exactly when the bill would be ready if the billing cycle changed. I would have never changed my billing cycle if the agent had given me the correct information from the beginning. These agents need more accountability and probably better training as well.
Thank you for taking the time to look into this matter.
Best Regards,
***
Product_Or_Service: Apple /iPhone 7/Unlimited Plan
Account_Number: XXX-XXX-XXXX
Other (Requires Explaination) I would like all representatives to be better trained on the correct information to give customers that are wanting to switch their billing dates. The agents should explain that changing the billing cycle date can change how soon or late that will receive the bill especially if this is brought up as a major concern. I would like for the company to accept responsibility and refund/credit my account for one billing month. Thank you
This correspondence is in response to a complaint filed by ***. In the complaint, Ms. states that she changed her due date and was incorrectly charged for service. She is requesting a refund on her account.
We attempted to contact Ms. on December 11, December 12, and December 13 without success. We were able to reach her via email. Upon researching her account, we confirmed that she changed her due date resulting in prorated charges for the days of service between her current due date and her new due date. These charges are accurate, however, we issued a credit to Ms. account, as a courtesy. We have communicated this to Ms. via email.
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, Georgia, XXXXX
/RM
Every month I pay for my services and every month someone changes it. My partner and I was both on the 2 for 80 plan for over two years. Cricket told ne when I called that my partner was only with me on the plan for a month. I look at the payment history on my cricket account and I pay 50 to 55 . there is other payments being made like 100, 120, 180, ECT. Cricket cant tell me who or why. Then they tell me its been cretited back to me... It hasn't. I call customer service to be treated rude and hunge up on. I go in the store to be laughed at and to be treated like *** and to be called a lier. I'm so fed up with this going on.
Account_Number: XXX-XXX-XXXX
Other (Requires Explaination) Want money back for what cricket has said the sevice was only a month. Witch was close to two years of service. And for the last year I want to know who and how they put money on my account. And I want a refund for the whole time being with them. For what they said they have credit back to me. They havent credit back none if what they show was owed.
This correspondence is in response to a complaint filed by ***. In this complaint, Ms., states that there has been some additional charge to her account, and every month someone makes changes without her permission. She states that she hasn't been able to get anyone from Cricket Wireless to issue any adjustments or credits to her account.
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 left our contact information Chiquitta with Cricket Wireless Corporate should Ms. want to further discuss her complaint.
We thank Ms. for allowing us an opportunity to assist her in this matter.
Regards,
Cricket Wireless, Customer Support
1025 Lenox Park Blvd NE
Atlanta, GA XXXXX
/CE
(The consumer indicated he/she DID NOT accept the response from the business.)
Cricket hadn't tried to contact me. I go in the cricket store and me and my partner are treated really bad and they are rude. This is a number to contact me at.. XXXXXXXXX thank you..
January 9, 2020
Revdex.com
Online Complaint
Complaint No: XXXXXXXX
Re: ***
Dear Sir/Madam,
This correspondence is in response to a rebuttal complaint filed by ***. In her original complaint, Ms., states that there has been some additional charge to her account, and every month someone makes changes without her permission. She states that she hasn't been able to get anyone from Cricket Wireless to issue any adjustments or credits to her account. In her rebuttal Ms. states that she has not spoken with anyone at Cricket.
After receiving the initial complaint, we researched her account for any inconsistencies regarding her charges, but we were unable to locate any multiple or additional payments. At that time, we attempted to contact Ms. to gain a better understanding of her complaint, but we were unsuccessful in speaking to her. Since receiving her rebuttal we were able to get additional details from Ms., via email, to help with our investigation. After reviewing that information we can confirm that all charges are valid. If Ms. has additional questions she *** contact Brenda at XXX-XXX-XXXX.
We thank Ms. for allowing us an opportunity to assist her in this matter.
Regards,
Cricket Wireless, Customer Support
1025 Lenox Park Blvd NE
Atlanta, GA XXXXX
/JB
Good day. I am a customer tht transferred from *** to Cricket last month. Recently I had a death in the family and asked if I can set up bridge pay. The rep helped me to do so. When my days came to pay the remainder,which was $60 I was told if I needed an extension I would have to pay another $120. Tht was unbelievable!!! Tht same night my mom passed and if slipped my mind to call back. At 5 am the next morning I called to pay my $60 and they tell me I have to pay $160 because I'm some hours late. I explained the person n supervisor I spoke with did not explain to me thats how tht would work. They didn't break down any of this. I'm knew to Cricket I don't know how this works so when I called before this issue all of this should've been broken down for me. Then they are unconcerned, unbothered and could careless about losing a customer. And I know this because the supervisor Jeffrey told me he didn't. He told me well you can go somewhere else, but you won't get your number nor account number!!! I told him I wanted corporate number to complain and he refused to give me any information, and kept saying you talking to me now. We don't have a complaint Dept and only thing we can do is take your payment of $160 if you want your services back on!!!! The rudiest person ever!! I wish I would've stayed overpaying with Sprint. They were way nicer!! I have alot of ppl I referred to Cricket but I will be spreading the word on how I was treated And I gurantee when I leave alot of others will follow. 5 lines gone from Cricket now!!!!
Product_Or_Service: Motorola //Unlimited
Account_Number: XXX-XXX-XXXX
Other (Requires Explaination) I would like to receive a temporary credit of some form to get my services restored to pay my bill!! You can listen to the recorded calls and you would never hear the rep nor the supervisor break downnhowthe bridge pay work if I was 5 hours late from the due date of paying my bill
This correspondence is in reference to a complaint filed by ***. In this complaint, Mrs. states that she had a Bridge Payment due, and further details she experienced a family emergency, and she did not remember to pay for her Bridge Pay. Mrs. states that she would like a service credit.
Bridge Pay is a program that offers customers an extension of up to seven days to pay their monthly service charges.
Notwithstanding the terms of Bridge Pay, we issued a $60 service credit to her account effective December 4th, 2019. We will not be able to provide the whole credit to make her account active , however we hope this makes it easier for her to resume service.
We thank Mrs. for her communication and trust that this explanation properly addresses her concern.
Regards,
Regards,
Cricket Wireless, Customer Support
1025 Lenox Park Blvd
Atlanta, GA 30319
/CB
I paid my bill, someone reached out to me from Corp on a previous complaint, and messed up my account and now won't fix it, I will be contacting legal
I paid my last payment of my bridge payment on the 10th, someone reached out to me from corporate on a previous complaint and said "oh I see you were charged $40 twice I'll refund that to you" so he did, and since my services haven't work, this was Friday 11/15, I reach back out to him today, and he basically said that haven't paid a bill since I've been with them, I have all my receipts, my last payment was made on the 10th, if I hadn't paid my bills how would he been able to call me on the 15th, I've been scammed from this company and will contact my attorney
Just get my phone's back on I paid my bill
This correspondence is in response to a complaint filed by ***. In the complaint, Mr. states that due to billing errors, his account was suspended and is requesting to have it re-instated.
We researched Mr. account and confirmed that there are not any duplicate payments or billing errors within the account history. This account has been suspended since November 16, 2019. We also spoke Mr. on November 18, 2019, he declined an offer to assist him with unsuspending his account.
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, Georgia, 30319
/RM
(The consumer indicated he/she DID NOT accept the response from the business.)
Thatsvbull I have all my receipts I will be contacting my attorney
December 23, 2019
Revdex.com
Online Complaint
Complaint No: XXXXXXXX
Re: ***
Dear Sir/Madam,
This correspondence is in response to a rebuttal filed by ***. In the rebuttal, Mr. states that our initial response to his complaint was not accurate.
As previously stated, we researched Mr. account and confirmed that there were not any duplicate payments or billing errors within the account history. This account has been suspended since November 16, 2019. We also spoke Mr. on November 18, 2019, he declined an offer to assist him with unsuspending his account. We then spoke with Mr. on December 23, 2019, he also stated he was with another carrier and any offers were also declined.
We thank Mr. for his communication and trust that this explanation properly addresses his rebuttal.
Regards,
Cricket Wireless, Customer Support
1025 Lenox Park Blvd
Atlanta, Georgia, 30319
/RM
(The consumer indicated he/she DID NOT accept the response from the business.)
I'd like to speak to someone, who didnt *** up my account, everytime someone calls it's the same Ron guy that mess up my account......and he full of ***, hes the one who messed up my account
I have two lines in my account, My bill should off been $80.00 for both phones. For the past two months I have paid $110.00, I called today and I was told that because I didn't called last month they can't do nothing no more. It was an error that their system did not give me the credit I needed. The company is not abiding to the contract that I sign. Company should be able to compensate for their error.
Product_Or_Service: Motorola /Motog6/
Account_Number: XXX-XXX-XXXX
Other (Requires Explaination) i was told that they were going to make the adjustments on the plan so the payment would be correct but wont provide a credit or a refund for the error.
This correspondence is in response to a complaint filed by ***. In the complaint, Mr. states that he was incorrectly charged on his rate plan and is looking for an adjustment on his account.
We attempted to call Mr. on November 19, 2019 as well as December 11-12, 2019 and were unsuccessful. The adjustments requested in the complaint were completed and the customer was placed on the correct rate plan. This account is currently cancelled as the Mr. decided to leave Cricket Wireless..
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, Georgia, 30319
/RM
I've been paying for service's that should have been cancelled over a year ago...
I recently discovered that I have been paying for Cricket services that should have been cancelled over a year ago they continued to debit my account on the first of the month every month for $90 for over a year when I called customer service they proceeded to inform me that they are unable to reverse charges to put the money back into my account but they sure were able to take it out. I signed up with Cricket for a short time back in July of 2018 shortly after I decided to switch carriers and went to MetroPCS at that time the sales representative at MetroPCS and myself made a phone call to Cricket to inform them that I was canceling their service but for some reason two of the lines remained active for over a year but they seem very unwilling to try to help me resolve this issue. In fact when I called all they seemed to want to do is question me as to why I hadn't called sooner when I realized what was going on I proceeded to inform them. I'm calling now because this is when I became aware of the issue they definitely were no help to me whatsoever actually talking down to me as if I were a child.
I would like a refund of the money that was taken from my account for services that I did not use, that I believed to be cancelled. Also the customer service reps need to go through additional training on how to treat their customers.
This correspondence is in response to a complaint filed by ***. In his complaint, Mr. states he has been getting charged for a Cricket Wireless account that was supposed to get canceled over a year ago. Mr. is asking for a refund for the months he was charged.
We have researched Mr. account and found that he ported his number over to a new carrier on September 9, 2018. He had a total of 4 lines with Cricket Wireless before switching his one line. After he ported, there was 3 lines that remained active with Cricket. There was no request to have the other 3 lines canceled. When his new carrier ported his number, it canceled the number with Cricket. Since there was no request to port the other 3 numbers, they remained active. Mr. was enrolled in autopay and was getting charged for the active lines since there was not a request to have them canceled. We were able to see activity on his account for one of the active lines. There were devices that were changed on September 25, 2019, November 14, 2018 and January 10, 2019.
We contacted Mr. and informed him of our findings. We explained the activity we found and advised him there was never a request to have the remaining lines on his account canceled. We would also like to inform Mr. of Cricket's Terms and Conditions which state - 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.
We thank Mr. for his communication and trust this explanation properly addresses his concerns.
Regards,
Cricket Wireless, Customer Support
1025 Lenox Park Blvd, NE
Atlanta, GA 30319
/JL
I setup bridge pay I paid $40 dollars to keep services on only owed $60 by Nov 11/16 cause I fell a sleep didnt pay by 11.59 pm est had to pay $100
I called them and explained that Ive been a customer since the beginning and if they can just allow me to pay the 60 I owed they said cause I was some hrs late I would have to pay the full rate plain is this even legal?I feel they exploit people I was days , weeks late just hours cause I was human and fell asleep they profited $40 dollars off of me!!!
I want my $40 dollars back asap my service plan isnt $140 just $100
This correspondence is in reference to a complaint filed by *** In this complaint, Mrs. *** states that she had a Bridge Payment due, and further details she fell asleep before making the payment through our IVR. Mrs. states that she would like a perceived $40 overpayment applied to her account as a service credit.
Bridge Pay is a program that offers customers an extension of up to seven days to pay their monthly service charges.
We want to inform Mrs. that a payment reminder text was sent to her 11/13/2019 in the text, it highlights convenient ways to make a payment other than the IVR, which include Quick Pay and the myCricket app, or in-store as well. We provided the exact text sent to Ms. Brittingham for her convenience below.
"Just a quick Cricket reminder - your BridgePay period is almost up. If you need more time, please call 611 to extend the current BridgePay or pay $60 BEFORE 11:59PM CST on 11/14/19. If you wait to pay after this date you will need to make a full monthly payment. To make a quick payment, click https://bit.ly/2znXPyv . You can also pay by login to MyCricket App or dialing *PAY from your Cricket phone. If you have already made your payment, please disregard this message"
Notwithstanding the terms of Bridge Pay, because she is a long-term customer we issued a $40 service credit to her account effective December 4th 2019.
We thank Mrs. 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
I apologize, but it seems I couldn't locate Cricket Wireless in Los Fresnos, Texas. Today (11 /18/19), my son and I went to the store located in Los Fresnos, Texas to purchase a new SIM card with a new number. Here's how the conversation started.
Me: Hello Ma'am, my son got his phone stole yesterday. Here is the new phone. We want to purchase a new SIM card and at the same time my son wants a new phone number, he doesn't want the old number.
Clerk/attendant: Sure! What's the phone number to the account and the pin number? Phone number and pin was provided.
Clerk/attendant: Sir, it's going to $25 plus tax for the SIM card and $15 for the your son's new phone number. Paid her the amount. 15 minutes later, sir, I transferred your phone number to your son's phone.
Me: What? Why did you do that for? Didn't I tell you we came in here to purchase a new SIM card and at the same time a new phone number to my son's new phone? Yes, sir, but I got confused, I'm sorry. That's ok. Please fix it, please.
Manager, Frank, comes from his office and everything was explained.
Manager: Sorry but you have to purchase a new card....WTH!!
Me: Sir, why should I purchase a new card when she clearly said it was her mistake?
Manager: Sorry, there is nothing we can do. You have to purchase a new card.
(At this moment I decided to contact corporate.)
While I was on the phone with the corporate office, the manager, Frank, told me " I don't care who you call, they can't do anything about it, they are nobody to me" (these were his exact words). I was like...what the.
I felt useless, I felt powerless. Don't know what else or to whom I can get help from.
I forgot to mentioned there was a couple of customers. One of them told the manager, Sir, that's wrong what you did and you know it. Frank, the manager, please sir, step out of the store. The customer had to walked out.
FINALLY, I HAD TO PURCHASE A NEW SIM CARD....I WAS SO UPSET. ( My son was going to San Antonio and did not want him to be without his phone)
I purchased a brand new phone in Feb. I was told I have a 1yr warranty. 4 months later, it stopped charging. I sent it in and was sent a refurbished phone. 3 days later, the phone blacks out. I sent it in and received another refurbished phone. 4 months later, that phone stops charging. I call to send it in and I'm told I had a 3 month warranty on that phone.I can go and upgrade my phone for a little more money. I don't understand why I have a year warranty on a brand new phone but only have 90 days for a phone that was fixed? I was NEVER told by anyone in the from my 1st or 2nd warranty relacement of their 90 day policy.Now I'm stuck with a phone that doesn't work unless I go upgrade, pay more money,for another phone.
Product_Or_Service: Nokia /3.1/
Account_Number: XXX-XXX-XXXX
Other (Requires Explaination) I want them to honor my warranty replacement with a brand new phone.
This correspondence is in reference to a complaint filed by ***. In this complaint, Ms. states that he did not receive a comparable device for her warranty exchange and explained that she did not want a reconditioned device replacement.
We contacted Ms. via telephone on December 4th, 2019. We let her know that we would try our best, notwithstanding the terms of Cricket's warranty program to send her a more suitable replacement per her requests. We confirmed Ms. address, and asks that she wait 3-5 days to see if request is approved.
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 30319
/CB
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept the response because I received a brand new phone.
Once again, I have had to call Cricket every week since September 25, 2019. My voicemail indicator would not go off when I had NO voicemails. I called them, they did SOMETHING in the system, and from then on, it will not come ON when I have voicemails. Times I realize I haven't received any, I check by dialing "1" and I have over 20 voicemails. We have troubleshooted everything possible between Cricket & Motorola & they cannot fix it. Motorola & I agree that Cricket did something to cause the problem. However, the warranty exchange program is requiring that I mail it in and wait for a replacement to come before I get a new phone. I am temporarily homeless and staying at different places during different weeks (I wasn't when this started) and cannot be without a telephone. I have begged them to waive this requirement & have spent hours on the phone trying to get them to do it. Each person I spoke with, including supervisors, said they could get it waived, but I and we waiting on hold for over 15 minutes, then I had to hang up. I am asking that they send a replacement without leaving me without a phone since this is something they caused. They can listen to all the calls & look at the notes.
Account_Number: XXX-XXX-XXXX
Other (Requires Explaination) A replacement phone sent to me, allow me to transfer my data and send the defective phone back
This correspondence is in response to a complaint filed by ***. In this complaint, Ms. states she has not been able to get notifications on her device when a voicemail is left. She states she can get a replacement from warranty but cannot be without a device. Ms. is asking for a replacement phone be sent to her first, to be able to transfer her data and then mail back her defective one.
We researched Ms. account and found there has been several attempts to trouble shoot her device. There has also been a ticket created to further research her case and has been closed due to no trouble found. Ms. device is still covered under Cricket's warranty program and can be replaced at no cost.
Most Cricket devices carry a one-year manufacturer's warranty from the date of purchase. Warranty claim coverage period on all wireless devices begins at the end of the 7-day return period. Warranty returns must be shipped to the Returns Center. Follow the instructions provided by the Returns Center, and make sure to keep a copy of the tracking number from the shipping carrier. The Returns Center will inspect the warranty exchange return and decide if it meets the conditions of the warranty exchange return policy. For valid warranty exchanges, the Returns Center will ship the same or similar replacement model, which *** be a new or refurbished device. Full details can be found at www.cricketwireless.com/support/orders-and-activations/warranty.html
We contacted Ms. and advised her of our findings. We explained to her the best option at this point is to have her device replaced. She can expect her device as quick as next day delivery.
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
(The consumer indicated he/she DID NOT accept the response from the business.)
I've already explained. However, another option was offered, and I am trying to see if that is feasible for me. It is hard because I am now temporarily displaced, moving from place to place, and the delay by Cricket has compounded by ability to accept the 2nd option, which is better. I believe I will take that option, but need a little time to settle my situation.
December 23, 2019
Revdex.com
Online Complaint
Complaint No: XXXXXXXX
Re: ***
Dear Sir/Madam,
This correspondence is in response to a rebuttal filed by ***. In this complaint, Ms. states that Cricket Wireless has given her 2 options to have her device replaced and is requesting a little more time to settle on a decision.
Ms. device is still covered under Cricket's warranty program and can be replaced at no cost.
We contacted Ms. and advised her of our findings. We explained to her that she has a whole year from the day the device was purchased to file a warranty claim. She can expect her device as quick as next day delivery depending on the option she chooses.
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