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 am one of the members on a 5 phone family plan with Cricket Wireless. I was preparing for a 1 week trip to Canada and wanted to use my phone while I was there. I became aware that if I changed my phone plan from 5 GB to Unlimited Cricket Core, I would be able to use my phone in Canada. However, I did not want to compromise the $100.00 monthly rate that our family plan was under. Therefore, on 9/29/19, I called Cricket wireless to ask them if changing my plan from the 5 GB plan to Unlimited Cricket Core for the 1 week I was in Canada would affect my monthly payments in the future. The Cricket representative, by the name of Reyner, guaranteed me that my payments would go back to $100.00 when I changed back to 5GB after I returned from Canada. Because of his guarantee, I used the cricket account online services and changed my plan from 5 GB to Unlimited Cricket Core on 09/29/19. When I returned from Canada, on 10/06/2019 I went online and changed it back to 5 GB, however, my monthly payments became $130.00 instead of going back to $100.00. I called Cricket on 10/07/19 and explained to them the situation and the representative submitted my case. On 10/08/19 I received a voicemail from Cricket saying that they rejected and closed my case (ticket#4541.) I called them back on 10/10/19 and explained to them that I would have never changed my plan on 9/29/19 if their representative, Reyner, had given me the correct facts that the plan won't return to $100.00. They refused to help me. I was misinformed by the gentleman who indicated that I could switch plans on my return. Had I known that this was not an option, I would not have made the change. As it is, I am stuck with more gigabytes than I can use and have to pay over 25% more every month for it. That is not right. It is Cricket's employee who made the mistake. Cricket should rectify it and not leave me and my family high and dry.
Product_Or_Service: Apple /I Phone 5S/5 GB Plan
Account_Number: XXX-XXX-XXXX
Other (Requires Explaination) I would like to go back to the original plan as promised: 5 lines, 5 gigabytes each line, $100 per month.
This correspondence is in reference to a complaint filed by ***. In this complaint, Ms. states that she had a billing discrepancy over her multi-line account that occurred at an Authorized Retailer.
We investigated Ms. concern thoroughly. If a change is processed to a grandfathered group save plan, it could change the pricing structure for the customer. This includes:
Adding a line
Canceling a line
Changing a rate plan
Moving a line to another account
Resuming a line from cancel
Effective November 21st, 2019, Ms. has been successfully changed in to Group Save 1, grandfathered Cricket Plan as an exception. Reviewing her situation, it appears that she was informed back in August about the pricing structure change that can result from the beforementioned changes made to an account. We want to let Ms. know that this is the last time an exception can be made.
We initially contacted Ms. via phone on November 19th, 2019 to get more information about her experience with Cricket. We have made several additional unsuccessful attempts to contact Ms. via email to request additional information.
We thank Ms. for her communication and trust that this explanation properly addresses her concern.
Regards,
Cricket Wireless, Customer Support
575 Morosgo Dr., NE
Atlanta, GA XXXXX
/Cb
I tried to get service through the website. Paid $55 and waited for the phone. I called a few days later and they couldn't find the order. So the lady took my information again abd charged me $55 again. She said my pgone would be there Wednesday. I called Wedbesday to say where is the phone. They couldn't find the order again. They saw the payment though. So she said they couldnt do anything and id have to get a phone from a store and try it again. So they got 2 payments of $55 and haven't refunded me anything. I was switching from T Mobile to Cricket and was gettin a free phone. I ended up with no free phone and no Cricket service, and 2 payments taken out of my account.
Product_Or_Service: LG //
Account_Number: XXX-XXX-XXXX
Other (Requires Explaination) I want my 2 $55 payments refunded.
This correspondence is in response to a complaint filed by ***. In this complaint, Ms. states that she made an online order and the order was canceled. She is now requesting a refund for her online purchase.
We attempted to reach Ms. to provide our findings but we were unsuccessful in speaking to her. We need to speak with her in order to fully investigate her issue and provide a resolution. If Ms. Bornoczyk still needs assistance with her concern, she can contact Jaime, Cricket Corporate Escalations Manager, at the number provided.
We thank Ms. for her communication and look forward to working with her.
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 need my money back. My phone number has changed to XXX-XXX-XXXX. I need them to contact me so I can get my money back.
December 2, 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 she has not yet received her refund.
We have researched Ms. account and have found that she was issued a refund on October 31, 2019 by her credit card company. Ms. will need to contact her 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 Ms. to provide our findings but we were unsuccessful. If Ms. Bornoczyk still needs assistance with her concern, she can contact Jaime, Cricket Corporate Escalations Manager, at the number provided.
We thank Ms. for her communication and trust 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.)
My bank said they have no receipt of a credit to my account. I called 12/8/19. I paid 2 $55 for the phone and service and no refund of either payment. Please refund my money.
December 16, 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 she has not yet received her refund.
We have researched Ms. account and have informed her of our findings in previous letters. Ms. disputed her charges with her credit card company, and the payment was reversed on October 31, 2019 by her credit card company. Ms. will need to contact her credit card provider for any further details on the refund. We have received documentation from her credit card company confirming the refund.
We have made several attempts to reach Ms. at the number she provided, but we were unsuccessful.
We thank Ms. for her communication and respectfully request that this complaint is closed.
Regards,
Cricket Wireless, Customer Support
1025 Lenox Park Blvd NE
Atlanta, GA XXXXX
/JL
On Monday, 21 October 2019, I contacted Cricket Wireless customer service via phone call in regards to a cellphone line I recently suspended due to my request. I provided the cellphone number and PIN number associated with the account and was told it was invalid. I then ask what was the security question so I can provide the answer and it was changed. Upon contacting Cricket Wireless on two separate occasions informing them I am the owner of the account and my personal identity was compromised along with my bank account information, I was told that the PIN was changed by someone with access to the cellphone. I began to ask what direction to take due to automatic payments being withdrawn along with my bank account information being stored on file and was recommended to contact my financial institution to stop the transactions. The customer representative at the store couldn't access my account and was told it was change by someone that had access to the cellphone. With access, they could receive the temporary PIN via text message and make additional changes due to have custody and access. I'm the primary owner and this is very unsatisfactory knowing I can't make any additional changes or access to an account I'm currently making payments on along with being the Primary Owner.
Product_Or_Service: Apple /iPhone 11/Unlimited
Account_Number: XXX-XXX-XXXX
Other (Requires Explaination) Allow the primary owner and those authorized with proper identification to make necessary changes and grant them access. Don't allow personnel with access to the cell phone only to make changes.
This correspondence is in response to a complaint filed by ***. In his complaint, Mr. states that his Cricket Wireless account was accessed without his authorization and his pin and security question was changed. He requests only the primary owner have authorization to make changes to accounts.
We have attempted to contact Mr. at the contact number provided to gather more information, and we were unsuccessful. Should Mr. have any questions or concerns regarding this matter he can contact Jaime *** at the number provided.
We thank him 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
(The consumer indicated he/she DID NOT accept the response from the business.)
The issue isn't resolved and I haven't been contacted by Cricket or the representative that is referred to in the follow up message. The POC mentioned their name in the above response but not a way to contact them or the company in this matter. Respectfully request follow up with the issue and the the matter hasn't been resolved. Thanks for your assistance in this matter.
Very Respectfully
November 25, 2019
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 his matter has not been resolved, and requests a follow up.
We have made several attempts to contact Mr. at the contact number provided to gather more information, and we were unsuccessful. We have left Mr. a voicemail with information on how to reach us. Should Mr. have any questions or concerns regarding this matter he can contact Jaime *** at the number provided in.
We thank him 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 went into the Cricket Store, had a new sims card put into a phone I already had, explained that I wasn't sure if I would get service or not where I live. Saleslady pulled up my address, showed me the map and said I would have coverage If I did not then they would refund my money. Got home, no service. Called customer service, went through troubleshooting, was told to take the phone back to store they thought the sims card was bad. Went back to store, different salesman, called his manager while I was there. Phone worked in store. Told them what customer service said, they refused to give new sims card. Said I would need to call tech support. Went home, called tech support AGAIN. Two days later they said I was just in an area that did not get service. I asked about a refund. They said refund comes from the store. I contacted the store. They said refunds are issued by customer service but only after 30 days. They said they would be able to see that the phone was not used and issue a refund. Called 30 days after got service was told that Cricket does not issue refunds after 7 days. Wife called them. They told her they do not issue refunds at all. Said we could go to the store & have them call while we were there but we would still not get a refund even though we did not have service the entire time. Said we were given false information. If we wanted a refund to have a lawyer contact them.
Product_Or_Service: Samsung /Galaxy S9+/Unlimited
Account_Number: XXX-XXX-XXXX
Other (Requires Explaination) I want the money I paid for the activation and sims card refunded since that is what I was told. It is not my fault that the company cannot get their policies straight and tell the truth when dealing with customers. All I am asking for is the money I paid since I obviously did not get the service I paid for. I tried to get the refund within that first couple of days but was told to wait the 30 days.
This correspondence is in response to a complaint filed by ***. In the complaint, Mr. states he experienced network issues with his device and was unable to resolve them. Mr. also states that he received conflicting information from the Cricket Wireless Authorized Retail store and the call center team.
Per our terms and conditions (www.cricketwireless.com/terms): "Services may be interrupted, delayed, or otherwise limited for a variety of reasons, including environmental conditions, unavailability of radio frequency channels, system capacity and constraints, priority access by National Security and Emergency Preparedness personnel in the event of a disaster or emergency, coordination with other systems, equipment modifications and repairs, and problems with the facilities of interconnecting carriers. We do not guarantee the availability of the wireless network or any Wireless Services. You must be in the Cricket coverage area to place or receive calls." Additionally, coverage may be "affected by terrain, weather, foliage, buildings, signal strength, high-usage periods, customer equipment and other factors."
After receiving this complaint, we further investigated Mr. concerns. We confirmed that service is limited in Mr. area. Notwithstanding the policy above, we have made a one-time exception to refund Mr. for service charges while with Cricket Wireless. We have also provided the details of Mr. complaint to the appropriate teams for coaching, as needed.
We thank Mr. for his communication and trust that this explanation properly addresses his complaint.
Regards,
Cricket Wireless, Customer Support
1025 Lenox Park Blvd
Atlanta, Georgia, 30319
/RM
I have given Cricket Wireless ample time to comply with the decision to refund my money. Today I called them and they are refusing to issue the refund that they told Revdex.com that they were going to issue. The lady also refused to give her name or ID number said it was against their policy. At first she said that the money had been deposited into our bank account (they do not have our bank account number) When urged to give the account number or name of where the money was deposited, she recanted her story and said it was being investigated.
At this point, I still do not have my refund.
This correspondence is in response to a rebuttal filed by Richard ***. In the rebuttal, Mr. states he did not receive his refund promised in our original response.
We made a one-time exception to refund Mr. for service charges while with Cricket Wireless. The refund was processed as of December 5, 2019 prior to his rebuttal, it was then mailed to him at the address on file.
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
I purchased a new device for my 5 phone lines account. They messed up at the store and 2 of the lines are not working.
I purchased new device on my 5 lines account. They messed up 2 of the lines are not working. Since the store closed right after I left si I couldn't get it fixed. I called customer service and spent ocer an hour on the phone with them. They couldn't figure it ou neither. I am left with 2 phones that are not working and my work depends on it. I simply asked for some kind of reimbursement for the whole ordeal but all I got was a screaming and rude supervisor who stated he can credit me for one hour of my time so about 10 cents. I want to be reimbursed for me missing half a day at work. To get this figured out with the store. Ii want $120 which is a month worth of my cricket account.
Credit of $120 to *** (mont worth of payment)
This correspondence is in response to a complaint filed by ***. In her complaint, Ms. states she purchased a new device at a Cricket Authorize Store, but it was not activated correctly. Ms. contacted Cricket Customer Care and was able to correctly activate her new device. Ms. is requesting a months' worth of a credit for being without service.
After further research we found Ms. was out of service for a day due to her phone not being activated correctly. She contacted Cricket Customer Care and had her SIM card replace. We agreed to issue Ms. a day's worth credit, as a one-time exception, for being without service.
We have attempted to contact Ms. to inform her of our findings at the number she provided, however we were unsuccessful in reaching her. Should Ms. wish to discuss this matter further, she can contact Jaime, Cricket Corporate Escalations Manager, at the number provided.
We thank Ms. for her communication and look forward to hearing from her soon.
Regards,
Cricket Wireless, Customer Support
1025 Lenox Park Blvd, NE
Atlanta, GA 30319
/JL
(The consumer indicated he/she DID NOT accept the response from the business.)
First off, my new phone was supposed to be correctly activated when I bought it. But not only it wasn't, my number did not work at all and new phone was getting phone calls meant for my husband and his phone was not working at all. When we called customer service they couldn't figure out a simple resolution to fix the issue which st the end was just getting the sim cards switch as the did the following day at the store. it was a simple resolution that should had been resolved over the phone. Both, my husband and I had to take a half a day at work as the store did not open till 10 am to resolve the issue. Our job depends on our phones. That's how we contact our clients. Well that day our clients couldn't contact us nor we could contact them. Either cricket reimburses us for the time lost at work or figure another way to close this case. I will NOT accept 1 day worth of credit for the phone plan as that is not an acceptable amount for all that we lost that day. Manager being rude on the phone did not help your case either. I am. Paying customer and respect should be on both sides.
November 25, 2019
Revdex.com
Online Complaint
Complaint No: XXXXXXXX
Re: ***
Dear Sir/Madam,
This correspondence is in response to a rebuttal filed by ***. In her rebuttal, Ms. states she does not agree with our response, and is requesting a months' worth of credit.
We originally offered Ms. a day's worth credit based on her original complaint. We investigated her account and seems she was without service for a day and agreed to issue a credit, as a one-time exception, for being without service. After receiving Ms. rebuttal we have applied the necessary credits to her account based on the time she was without service.
We thank Ms. for her communication and trust that this explanation properly addresses her concern.
Regards,
Cricket Wireless, Customer Support
1025 Lenox Park Blvd, NE
Atlanta, GA 30319
/JL
(The consumer indicated he/she DID NOT accept the response from the business.)
I will not accept day worth of phone service unless it is equal to my half a day that I missed at work or a month worth of phone service. My final response.
My cellphone has been out of service for 7 days since 10/16/19. Cricket has done nothing to resolve this issue caused by the security system failure.
On 10/16/19 morning, there was no service on my cellphone and I could not make phone calls. I immediately called cricket and was told my number was cancelled and ported out to other carrier. It struck me by surprise since I didn't do these activities myself for sure. Apparently somebody gained access to my cricket account somehow or called cricket to port my phone number away from cricket wireless without my permission. Then I did a google search finding out there are many cricket customers like me suffering from the same port out scam recently. There is something wrong with cricket security system either leaking customer info or being hacked by somebody. I called cricket everyday requesting them to solve this issue and get my cellphone service back. However, each time the answer stayed the same-we are working on it. During these days, I could not make any phone calls and receive any calls. Cricket shows no sign of speeding up towards solving this issue for a loyal customer like me. At least I didn't see any. I am very very disappointed at their customer service and fed up with their empty promise each time I called.
Get my service back and refund me for the loss of service days.
This correspondence is in reference to a complaint filed by ***. In this complaint, Mr. states that he needs assistance, in specifically regarding the movement of lines on his 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 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 XXXXX
/cb
The store manager, Sandra, at the Cricket store, in Fillmore, CA. would not return my phone.
This occurred on October 23, 2019. This is regarding the Cricket store located in the city of Fillmore, Ca, not the store in San Diego. I bought a new phone and initially turned in my old phone, but then decided that I did not want to turn in my old phone and I wanted to keep it. Sandra, the store manager, stated she could not return my phone because I had already agreed to it and she had already entered it in the system. I told her that I wanted to keep my old phone. This happened within minutes, on the same day. She refused to return my old phone and said I could return in three days so that she can show me that all private information, on my old phone, was deleted. I told her again, that I wanted her to return my old phone. According to buyer's remorse law, it states: "By law, the seller must tell you about your right to cancel at the time of sale. ... The contract or receipt must be in the same language that is used in the sales presentation. Your right to cancel for a full refund extends until midnight of the third business day after the sale." I have the right to rescind the contract within three days, and more importantly, the trade in contract is in English, and I was not given a contract in Spanish, so I did not fully understand the contract she asked to sign.
Thank you,
***
sm/EM
I would like my old phone back, immediately and I do not want it altered in any way. I do not want any of the information on there deleted, and I expect no one to have looked at, copied, shared, or transferred any of the private information I have stored on that phone. Thank you, *** sm/EM
This correspondence is in response to a complaint filed by ***. In this complaint, Ms. stated that she traded in an old phone and purchased a new phone from a Cricket Wireless Authorized Retail location. She further states that she was not able to return the device she traded in back. Ms. would like her old phone back. Additionally, Ms. states that she would like to see a contract in Spanish.
We communicated with Ms. via email and confirmed that her issue has already been resolved to her satisfaction. We appreciate Ms. feedback and will share it with the appropriate teams.
While Cricket Wireless is a no annual contract provider, we do have terms and conditions that are accepted at activation and each month upon renewal. Those terms and conditions can be found, in English and in Spanish, on our website.
In English: https://www.cricketwireless.com/support/orders-and-activations/returns-and-exchanges.html
In Spanish: https://espanol.cricketwireless.com/ayuda/pedidos-y-activaciones/10j6t/devoluciones-y-cambios.html
We thank Ms. for her communication and trust that this explanation properly addresses her concern.
Regards,
Cricket Wireless, Customer Support
1025 Lenox Park Blvd
Atlanta, Georgia, XXXXX
CST/RM
I attempted to switch services to a new carrier and when doing so contacted cricket to unlock my phone so I could transfer service.the unlock code cricket provided did not work so I contacted cricket further and put a claim through with them to get The issue resolved yet every time I contacted them they tell me there is no other code available and I have to wait for a customer care team member to get back to me. It's been well over 7 business days and nobody has called me back and everytime I attempt to reach back out to them they just tell me I still have to wait. My new service carrier said they've never seen someone treated so poorly by a service like this before. I paid over $900 for my phone and own it outright. There should be no reason for them not to unlock my phone. Right now my phone says its under a network carrier lock and needs a network unlock code and every service member at cricket tells me they cant help me with that and at this point I've waited too long for them to still not have taken any action to help me unlock a phone I paid for through their company.
Product_Or_Service: Samsung /S10/Prepaid
Account_Number: XXX-XXX-XXXX
Other (Requires Explaination) I would like cricket to give me the code to unlock my phone so I can use it with my new carrier and make sure the phone is completely unlocked.
This correspondence is in response to a complaint filed by Ms. ***. In the complaint, Ms. states after multiple attempts, she has been unable to unlock her device after leaving Cricket Wireless.
Cricket Wireless's Unlock Policy can be found at www.cricketwireless.com/deviceunlock. Cricket's Policy states:
The device you want to unlock has been active for at least six (6) months of paid service.
The device you want to unlock is designed for use on and is currently locked to Cricket's network.
Your device hasn't been reported as lost or stolen.
Your device isn't associated with a fraudulent account.
In researching Ms. account, we found that Cricket has provided the unlocked code that we received from the device manufacturer for the device in question. We have also worked with the manufacturer to ensure that the unlock code we have is the correct unlock code. Ms. has received that code.
We thank Ms. for her communication and trust that this explanation properly addresses her complaint.
Regards,
Cricket Wireless
1025 Lenox Park Blvd, Atlanta, Georgia, 30326
Atlanta, GA 30324
/RM
(The consumer indicated he/she DID NOT accept the response from the business.)
The unlock code I received did not work to unlock the phone. There has been 3 total complaints/tickets issued to them concerning this issue. They know the unlock code doesn't work and have failed to resolve the issue due to them telling me it's a manufacturer problem and in turn the manufacturer tells me it's a cricket network problem. I did in fact receive a unlock code that does not work and cricket knows this and will do nothing to fix it. It's very frustrating.
November 25, 2019
Revdex.com
Online Complaint
Re: ***
Complaint ID: XXXXXXXX
This correspondence is in response to a rebuttal filed by Ms. ***. In the rebuttal, Ms. states that the unlock code we provided does not work.
We have attempted to contact Ms. without success. We have confirmed with the device manufacturer that the code provided is correct, however, we want to continue to help Ms. with this issue. Ms. *** contact Ron, Cricket Wireless Corporate Escalations Manager, at the number provided at her convenience.
We thank Ms. for her communication and look forward to speaking with her soon.
Regards,
Cricket Wireless, Customer Support
1025 Lenox Park Blvd
Atlanta, Georgia, 30319
/RM
after four plus years with Cricket, I dropped my phone on vacation and broke it. I went to a Cricket store and bought a new one. Almost three months later, I became aware of a much more economical deal with a different carrier. When I purchased their plan, they told me that Cricket has to unlock my phone (which I paid for) to us it. Cricket refuses to do so, even though I have faithfully made my payments and I bought the phone outright. They are requiring me to wait 3 months, during which time I can either pay them or buy a new phone. I was not informed of this requirement (although I admit it's buried in all their online policies). This isn't right, especially for someone who has already been a customer for several years. They are denying me use of my property.
Product_Or_Service: LG /Fortune 2/
Account_Number: XXX-XXX-XXXX
Other (Requires Explaination) I want them to either unlock my phone or give me three months of free service so that I am only paying for the new service.
This correspondence is in response to a complaint filed by Mr. ***. In this complaint, Mr. states that he purchased a new device from Cricket Wireless and later decided to switch providers. He requested his device to be unlocked so he could use it on another network. Mr. was not eligible to have his device unlock and states that he was never advised that he had to keep his device on the Cricket Wireless network for six months to qualify for an unlock code.
We contacted Mr. via phone to explain our unlock policy which states, in part, that the device would have to remain active on the Cricket Wireless network for six months in order to have the device unlocked. Customers accept these terms prior to initiating service and each month upon renewal of service.
Cricket Wireless Unlock Policy can be found at www.cricketwireless.com/deviceunlock. Cricket's Policy states:
The device you want to unlock has been active for at least six months of paid service.
The device you want to unlock is designed for use on and is currently locked to Cricket's network.
Your device hasn't been reported as lost or stolen.
Your device isn't associated with a fraudulent account.
Based on the information Mr. provided in his complaint, his device is not eligible to be unlocked.
We thank Mr. for his communication and trust that we have properly addressed his concern.
Regards,
Cricket Wireless, Customer Support
1025 Lenox Park Blvd NE
Atlanta, GA XXXXX
/JL
Cricket failed to close my account when I requested it & now say they can't refund money they charged through auto-pay.
On October 3, I visited the Cricket store located at 715 NW 12 AVE, Miami, FL 33136. I requested my mobile service to be cancelled. The new billing cycle would start the following day (October 4) and that is the reason I chose October 3 to cancel my services. However, on October 2 Cricket had billed my credit card through auto pay. I went home and removed the SIM card in my cell phone and did not use the phone anymore thinking the account was closed.
On October 20, when I checked my Discover credit card transactions online, I found a charge from Cricket for $35.00 posted on October 3. Cricket billed Discover on October 2, but Discover processed the payment on October 3. I called Cricket to request a refund and at that moment I found out that, for some unknown reason, my account was still open. I spoke with a representative named Jose and he said he could not refund the money because it had been paid through auto-pay. He also informed me that I had a credit for $10.67 from a previous refund I had forgotten about. He suggested I keep my services one more month because I would only have to pay $19.33 in November. I failed to ask why I would only have to pay $19.33. Considering I was paying $35.00 monthly (with taxes included) and I had a credit of $10.67, the remaining balance would be $35.00 - $ 10.67 = $24.33. How they calculate what people owe is a mystery. I asked Jose again to close my account and also asked to speak to a supervisor to approve the refund of the $35.00 I did not use and the $10.67 credit. I was then transferred to a supervisor named Karen, who repeated they could not refund my money and the "reason" was the same: the money had been paid through auto-pay. I asked her about the $10.67 and she said that information had disappeared when Jose closed the account a couple of minutes before.
My question is why did Cricket keep charging $35.00 monthly if I had a credit for $10.67. Why was the credit never applied to my balance? My other complaint is about the way they are managing payments. I have never heard of any company that cannot refund money for services that were not provided regardless of how the money was paid. Why was my account not closed as I requested when I went to the store in person? They are literally stealing money from clients. I feel Cricket owes me the $35.00 they billed on October 2 and the credit of $10.67; a total of 45.67. The proof that they told me my account was closed are my call logs. There are probably missed calls because my phone was off with no SIM card in it, but there are no outgoing or received calls.
I appreciate any help you can provide to help me solve this problem and get my money back.
I would like a refund for $35.00 for the billing cycle that started on October 4 and 10.67 that had been previously accredited to my account.
This correspondence is in reference to a complaint filed by *** . In this complaint, Ms. states that she requested for her service to be canceled. Ms. states that her last payment of $35 should not have been applied to her Cricket service, as she wanted it to be canceled in-store.
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 in the amount of $35. We did let her know that refund times do vary by financial institution and Ms. can expect her refund in 1-3 business days.
We thank Ms. for her communication and trust that this explanation properly addresses her concern.
Regards,
Cricket Wireless, Customer Support
575 Morosgo Dr., NE
Atlanta, GA 30324
/cb
I purchased a service plan and was not able to use the service due to locked phones.
We were looking to switch our cell phone service from Sprint to Cricket.I purchased the 4 lines for 100 a month in good faith that the transition would be seamless.The phone were never unlocked due to a error by Sprint(locked phone).We were told that Cricket was not able to proceed with the activation due to the phones being locked.I tried to make contact with customer service,but was able to reach a person to speak with.I then finally was able to contact a representative who told me to go to my bank.My bank said they had no idea why you were told to do this.I then decided to go to a local Cricket retailer who directed me to Corporate.I understand the sim cards are not refundable(they should be),but not being able to use the service and to be charged for it is unacceptable.
Purchase date 10/05/19
Order Number: XXXXXXXXX
Payment Amount:143.20
Payment Method:VISA Debit card HAPO Credit Union
Refund for services NOT rendered.
This correspondence is in reference to a complaint filed by ***. In this complaint, Mr. states that his BYOD devices were locked and that he could not effectively use his cellular services. Mr. requests a refund.
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. We ask that Mr. to understand that refund times do vary by financial institution.
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 phone number XXX XXX-XXXX was ported over to a new wireless phone company H2O wireless. This was done without me knowing. My phone number that I have had for 10 years was either sold and or my information was confiscated. H20 gave to cricket and myself the account number and pin number to whom the number went to just no name. However Cricket is saying I have to pay for new service to get my number back. H2o still holding my number. This is my business number which has been for 6 years. Without my number I am losing clients and work. Please help bbn it's not fair that I wo yo ld have to pay to receive my own phone number back, when it was stolen from me.
Account_Number: XXX-XXX-XXXX
Other (Requires Explaination) First I want my number back we without cost. And I would like to know how or who sold my information
This correspondence is in response to a complaint filed by ***. In this complaint, Ms. states that her phone number was fraudulently ported out to another carrier without her permission and that she has been unable to resolve the issue.
We want to assure Ms. that her account security is a top priority for Cricket Wireless. After researching her account, we believe she may be the victim of identity theft originating outside of his Cricket Wireless account. The individual who accessed her Cricket Wireless account had enough information to authenticate to her account and make changes. This individual may then have used Ms. phone number in an attempt to gain access to other accounts where Ms. uses her phone number for verification. If she hasn't already done so, we advise Ms. to file a police report regarding the suspected identity theft.
Our records indicate that we were able to retrieve Ms. wireless number, restore her original service plan, apply eligible credits to her account, and help her update her account security information.
We thank Ms. for her communication and trust that this explanation properly addresses her concern.
Regards,
Cricket Wireless, Customer Support
1025 Lenox Park Blvd, NE
Atlanta, GA XXXXX
/JL
THE FACTS
1. On 9/30/2019 a friend of mine ( a retired woman on Social Security of 69 years with no technical skills ) brought a wireless phone into Optimal Wireless (associated with Cricket Wireless ) located at 4102 S. Staples St., Corpus Christi, TX 78411 Ph. (361) 452-8997, having purchased the phone from Cricket Wireless, with the complaint that her pictures were missing from the phone's gallery.
2. The salesperson ( known only as brookanne r, according the the name on the receipt ) told the
customer that the pictures were irretrievable and that her phone was malfunctioning and
therefore the customer would have to purchase a new phone.
3. The salesperson ( brookanne r ) performed no tests or analysis on the above mentioned phone and once again said that the customer would need a new phone.
4. At this point, through a very convincing argument on the part of the salesperson, the customer paid $81.17 for a new phone.
5. Within the hour I was notified of this transaction and we did the following:
a. We did a reboot of the phone and the missing pictures were retrieved.
b. We performed a series of functional tests such as calling out and receiving incoming calls, all worked perfectly.
c. We returned the phone to Optimal Wireless ( address above ) and asked for a full refund, as the purchase of a new phone was totally unnecessary at this time.
6. After explaining to the salesperson as to what we did to correct the issues concerning the phone and ask for a full refund, we were met with hostility and a denial that any of "The Facts" were true, even though no tests were made by the salesperson.
7. As of this date, 10/26/2019, the customer has not received a full refund nor any type of communication from Optimal Wireless (Cricket Wireless ).
8. As it stands now, the customer has not received a refund, which was sold through deceptive sales techniques, which is rightfully owed to the customer.
Account_Number: XXX-XXX-XXXX
Other (Requires Explaination) Full refund and take back this over-priced phone .
This correspondence is in reference to a complaint filed by ***. In this complaint, Mr. states that he did not have a good store experience at one of our Authorized Retail locations located in Corpus Christi, TX. He states that he attempted to help his friend on her behalf return her device to the store same day.
Mr. was contacted by email on November 18th, 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 value feedback and apologize for any inconvenience or poor service he felt he received.
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 30319
/cb
(The consumer indicated he/she DID NOT accept the response from the business.)
I thank Cricket Wireless for a timely response to my complaint, however it solves nothing .
Communication from store management seems to be the core factor of this complaint.
I must stand in awe, that Optimal Wireless has adopted
Theft by Deception as a business model in regards to dealing with the unwary consumer .
November 25, 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, Mr. states that he needs resolution from Optimal Wireless.
We assured Mr. that the Authorized Retailer would reach a resolution and a refund would be issued.
We have given Mr. our direct contact info if he needs further assistance.
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
I acquired service with Cricket a year ago.
I was a BYOD (bring your own device) customer for all this time.
A month ago I tried switching carriers (I purchased my iPhone directly from Apple, so it is an unlocked device). When I tried switching carriers I was turned down with the new carrier due to the fact that Cricket placed a lock on my IMEI. When I contacted Cricket they were in full denial, they told me several times that Apple was at fault. So I called Apple and they were shocked to hear that. So I got Cricket and a Senior adviser from Apple on the phone, and it was clarified that Apple does not place lock on devices. Long story short. after several I mean several weeks of nuisance dealing with Cricket finally just today they removed the lock!!!
I am never again doing business with Cricket, very fishy that they take ownership on non-cricket devices by placing lock on IMEI's.
I had a Cricket account for at least five years and then I moved to a location that did not have coverage. The day that I cancelled, Cricket charged me for another month of service. Checking with them, they said that they could not refund the charge. What a rip off. Make sure that you read all of the small print on your contract. I would not recommend their services now.
Hello ***,
I want to thank you for your feedback, we will look more into our refund policies and appreciate your insight.
The supervisor at the 355 South Main St, Fall River, MA erroneously deleted my 5th line instead of just replacing a new phone on it. Once he realized his error he tried to fix it through the supervisors at the customer service and we were told there was nothing that could be done since they no longer carried the plan I was on and it was cancelled, EVENTHOUGH THROUGH NO FAULT OF MY OWN. I refuse to pay the price for Cricket's employee error. I spent over 3 hours trying to resolve the issue and they would not give us our 5th line back and tried to charge us even more for a lower plan!!!! This is unethical and fraudulent, since I did nothing wrong and my plan was changed without my consent. I have the names of all the people I have spoken to. I plan to pursue the matter with Turn to 10 television and with my attorney, if need be, because I do not want this injustice to continue to innocent customers like myself.
I would prefer to handle this in a more positive manner. I am asking, in good faith and for the fact that I have a total of 9 lines with Cricket (2 plans), please restore my plan of 5 lines for $100.00.
Please call me at X-XXX-XXX-XXXX for a more detailed scenario of times and names of those I have already spoken to, if you need the information.
Account_Number: XXX-XXX-XXXX
Other (Requires Explaination) Since a store employee made an error, not me, I do not want to pay the price for his mistake.Please re-instate my metered plan of 5 lines for $100 that I have had for the past 5 years prior to his error.
This correspondence is in reference to a complaint filed by *** & Do *** regarding Cricket Wireless. In this complaint, Ms. states that an agent at a Cricket Wireless Authorized retail location cancelled one of her lines which caused her rate plan to increase. She is asking to be put back on the old rate plan that she was on.
Per our investigation we were able to determine that Ms. was on a grandfathered rate plan that appears to have been changed in error. She states that she went to the store to upgrade one of her lines, not to cancel it.
We spoke to Ms. and advised her that we would put her back on the old rate plan since it appears to have been an error with the Agent. She was happy with our resolution.
We thank Ms. for allowing us the opportunity to assist her with her complaint.
Regards,
Cricket Wireless
Customer Corporate Relations
1025 Lenox Park Blvd NE
Atlanta, GA XXXXX
/CE
My service was disconnected on October 9, I purchased my refill pin on October 11 and added it through the app. Then my service was disconnected again on the 12th. I called to see why it was disconnected because I had just paid the bill. He said he'll take care of it and had my service restored. 3 days later I get an alert saying I've used 100% of my data. I called customer service and asked why did I receive that text, they then said I was on a 40 dollar plan. I then stated I paid for the 55 dollar plan. They said the plan was changed, I ask why would my plan be downgraded instead of having a balance. Come to find out the rep who restarted my service downgraded me and changed my bill date. This is unacceptable as he should have never touched my plan without my permission.
Account_Number: XXX-XXX-XXXX
Other (Requires Explaination) These reps need to be held responsible for their mistakes. I would like corporate to contact me so that I can make a proper complaint.
This correspondence is in response to a complaint filed by Mr. ***. In the complaint, Mr. states that he was placed on an incorrect rate plan without his permission.
We have called and emailed Mr., however, we have been unable to speak with him. Without speaking with Mr. to get additional details on his issue we are unable to address his concern. Mr. may contact Ron, Cricket Corporate Escalations Manager, at XXX-XXX-XXXX to discuss his concern.
We thank Mr. *** for his communication and trust that this explanation properly addresses his complaint.
Regards,
Cricket Wireless
1025 Lenox Park Blvd, Atlanta, Georgia, 30319
Atlanta, GA 30324
/RM
Two weeks ago, my husband's phone number, XXX-XXX-XXXX, suddenly stopped working. Our carrier claims he ported it out to another carrier, but he absolutely did not. We've called them again and again, and they're constantly promising to resolve the issue and restore my husband's phone number. But nothing is happening. They're now asking for another two weeks.
Product_Or_Service: LG //Family Plan
Account_Number: XXX-XXX-XXXX
Other (Requires Explaination) My husband really needs his phone number back.
This correspondence is in response to a complaint filed by *** Harris ***. In her complaint, Ms. states that her Cricket Wireless number was ported to another carrier without her authorization.
We want to assure Ms. that her account security is a top priority for Cricket Wireless. After researching her account, we believe she may be the victim of identity theft originating outside of her Cricket Wireless account. The individual who accessed her Cricket Wireless account had enough information to authenticate to her account and make changes. This individual may then have used Ms. phone number to gain access to other accounts where Ms. uses her phone number for verification. If she hasn't already done so, we advise Ms. to file a police report regarding the suspected identity theft. Meanwhile, we have retrieved Ms. telephone number.
We apologize to Ms. for the inconvenience she experienced in attempting to resolve this issue. We thank her for her communication and trust that this explanation properly addresses her concerns.
Regards,
Cricket Wireless, Customer Support
1025 Lenox Park Blvd.
Atlanta, GA 30319
/RM
I have been a customer with Cricket since about 2016 with 4 lines. Someone illegally ported 1 of my lines to Ultra Mobile.
On Sept. 19th my main cellphone line was ported out illegally from Cricket Wireless to Ultra Mobile ( a company owned by T-Mobile). The phone line was ported out to a prepaid cellphone. My cellphone number is XXX-XXX-XXXX. I reported it to Cricket and was assigned the following Complaint ID: XXXXXXXX. I have been in touched with Ultra Mobile and they have acknowledge that it was a scam. I have called Cricket numerous times and have not been able to get any information from them. They have not contacted me with any updates or progress on my claim.
I would like to have my number back XXX-XXX-XXXX.
This correspondence is in response to a complaint filed by Ms. ***. In her complaint, Ms. states that her Cricket Wireless phone number was ported out without her authorization.
We want to assure Ms. that her account security is a top priority for Cricket Wireless. After researching her account, we believe she *** be the victim of identity theft originating outside of her Cricket Wireless account. The individual who accessed her Cricket Wireless account had enough information to authenticate to her account and make changes. This individual may then have used Ms. phone number in an attempt to gain access to other accounts where Ms. uses her phone number for verification. If she hasn't already done so, we advise Ms. to file a police report regarding the suspected identity theft.
We reviewed Ms. account and found that her phone number had already been recovered. We spoke with Ms. and she stated that she was very happy with the way that her complaint was handled and thanked us for assisting her.
We thank her for allowing us an opportunity to assist her with her complaint.
Regards,
Cricket Wireless
Customer Corporate Relations
1025 Lenox Park Blvd.
Atlanta, GA 30319
/JL
I am a long time customer of cricket (cell phone number XXX-XXX-XXXX). I paid my monthly fee with autopay. From last Tuesday (Oct. 8 2019), my cell phone suddenly did not have any signal. I called cricket customer service, they said my number was transferred to T mobile. However, I and my family member nobody requested the number be transferred. I called everyday (Tuesday, Wednesday, Thursday, Friday then Monday 10/14/2019). The customer service tell me they are solving this case and need one more day to solve my problem. They are innocent to know how long it will take.
I paid my money, suddenly I lost my number (XXX)XXX-XXXX to another company , no phone, no text, no data. I left my office number to cricket, nobody call me back.
Solution:
1. I need my number back since I left it to my kid school and a lot of business
2. cricket need to reimburse the money back to me since I don't use their service
Account_Number: XXX-XXX-XXXX
Other (Requires Explaination) I need my number back since I left it to my kid school and a lot of business 2. cricket need to reimburse the money back to me since I don't use their service
November 9, 2019
Revdex.com
Online Complaint
Complaint No: XXXXXXXX
Re: ***
Dear Sir/Madam,
This correspondence is in response to a complaint filed by Mr. ***. In the complaint, Mr. informs us that his phone number was ported to a different provider without his authorization. He states that he has attempted to get his issue resolved but was unsuccessful.
We attempted to contacted Mr., but we were unsuccessful in speaking to him. We need to speak with him before we can offer a solution. Should Mr. want to further discuss his complaint, he *** contact Chiquitta with Cricket Wireless Corporate Office at the number provided.
We thank Mr. for his communication and look forward to assisting him.
Regards,
Cricket Wireless, Customer Support
1025 Lenox Park Blvd NE
Atlanta, GA 30319
/CE