Cricket Wireless Reviews (%countItem)
View Photos
Cricket Wireless Rating
Description: Cellular Telephone Service & Supplies, Cell Phone & Tablet Equipment, Supplies & Repair
Address: 575 Morosgo Dr NE Fl 2, Atlanta, Georgia, United States, 30324-3300
Phone: |
Show more...
|
Web: |
|
E-mails: |
Sign in to see
|
Add contact information for Cricket Wireless
Add new contacts
ADVERTISEMENT
I have had services with this company for over 15 years. I updated my card and they still suspended my services.
I made a credit card up date with an agent who said my payment for the due date and future payments would be fine. My services got suspended, and I called and they said it was cause my credit card company blocked it. I called my credit card company and they said they did not block the charge. I asked cricket to take the payment and remove the 10.00 fee and they refused. This is ridiculous and I want a credit on my account. I have had to waste enough time dealing with horrible customer service agents in who knows what county!!!
A refund of 10.00 for an activation fee that was not supposed to be charged in the first place.
This correspondence is in response to a complaint filed by ***. In this complaint, Ms. states that she contacted Cricket's Customer Care to update her autopay with a new debit card. Her autopay was not updated and is requesting her late fee be refunded.
Upon reviewing the account, Ms. requested to update her autopay before her due date and was not properly done. We reviewed Ms. account and found that she has already received a full refund.
We spoke with Ms. and provided our findings. We also informed her that we will request her interaction with Cricket Call Center be reviewed and make sure the proper coaching is delivered as appropriate.
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
Went in to Cricket Wireless and moved my line & my husband's line over from Verizon. They told us we would get $25.00 referral fee for every line we referred that moved to Cricket and stayed 2 months. We subsequently moved 2 more lines over to Cricket from our Verizon account, and also added a wireless card. We then referred 4 people, who also signed up with Cricket. Now they have given us 4 different reasons from 4 different people why they won't give us these referral fees. They refuse to honor what they advertise and what their employees promise.
Account_Number: XXX-XXX-XXXX
Other (Requires Explaination) I want Cricket to credit my account with the $100.00 they promised.
This correspondence is in response to a complaint filed by Ms. ***. In her complaint, Ms. states that Cricket has not honored a quote regarding credits for referring friends to Cricket Wireless.
We researched Ms. account and spoke with her on November 4, 2019. Per the program requirements, a referral credit is for the activation of new accounts. We confirmed that Ms. received her credit for the one new account that was activated using her referral link. We provided Ms. with this information on November 4, 2019. As a result of our conversation, we made an exception to our program rules and have come to an agreement with Ms..
We thank Ms. for her communication and trust that this explanation properly addresses her complaint.
Regards,
Cricket Wireless
1025 Lenox Park Blvd
Atlanta, GA 30319
/RM
Bridgepay Cricket Wireless not holding up to the rules that they set in place.
My account was set in bridgepay last week I payed 60 dollars for 7 days my bill is 142 dollars for 5 lines. My next payment was due 11:59 pm ct. Im est edt so around 2am my time I went to go pay the remainder phone 611 down, website down and mobile app down as well. Ivr not taking numbers or pins. Do get thru so I pay get thank you for your payment but nothings showing on my end. 3am est comes phone off mind you agents dont work around that time of night and bots cant help me with this problem bc now I have to pay the 152 was set to pay just 92 dollars. Now its a full month plus reactivation fees too. I reach out to a agent via chat to inform them of the problem 10/15/19 around 5pm est. I tell him or her my problem they can only credit me 15 dollars which on my end I see only 10 dollars. If I had a arrangement to pay 92 dollars and I had to pay 152 I payed 60 dollars exta. Basically after talking to them im still at fault even though cricket wireless was having problems with the system. I have screenshots of the downtime of crickets web and app being down too.
I want a refund of 45 dollars credited to my account. 15 is already credited.
This correspondence is in reference to a complaint filed by *** . In this complaint, Mr. states that she had a Bridge Payment due, and further details he had difficulty making the payment through our IVR and experienced technical difficulties. Mr. states that he would like a perceived overpayment applied to his 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 Ms. that a payment reminder text was sent to him 10/13/2019 and 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 Mr. for his convenience below.
"Just a quick Cricket reminder - your BridgePay period is almost up. No problem! Pay $92 BEFORE 11:59PM CST on 10/14/19 using the My Cricket app or by logging into your account at cricketwireless.com . If you wait to pay after this date you will need to make a full monthly payment. Have you already paid? Sorry for bothering you!"
Non-withstanding Cricket Wireless Terms and Conditions a $45 service credit was issued to his account, but it was made clear by telephone we did this as a rare exception.
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 ACCEPTED the response from the business.)
Both website app and phone number was down for me to make any type of payment. Yes I got the text prior. But like I stated before couldn't make a payment due to all being down. My bridgepay was 92 dollars I was charged 152. Had to pay it. Checked recently and it seems to be tooken care of. My balance is 72 dollars. Here for me but alot of complaints about the same thing happening is not right. Seems its being done intentionally. I have a sceenshot of the service down on both app and website at the specific time the company was down before my time was up to be charged overage.
AccountType: Residential
AccountNumber: XXXXXXXXX
Can by Reached Number: XXXXXXXXXX
Wireless Number: XXXXXXXXXX
Consent to share info: No
Cricket was given two payments on 10/8/2019 of $30 and $59
The first payment was to set up bridge pay. If was not explained that I had to pay an $60 instead of the $50.
On 10/16 my services was suspended and I not have to pay an additional $30 instead on $10.
This is prepaid and I paid the complete $80 for a full month of service. To cut my service after a week for $10 dollars and then charge 3 times that for service I have already paid for is robbery so I would with like the $30 I had to pay to restore serv refunded just for having to deal with this foolishness
This correspondence is in reference to a complaint filed by ***. In this complaint, Mr. states that he feels there is a discrepancy with his Bridge Pay amounts due.
Bridge Pay is a program that offers customers an extension of up to seven days to pay their monthly service charges.
We thoroughly researched Mr. account and communicated with him via telephone on November 1st, 2019.
We informed him that his payment was received a day late which voided the Bridge Pay agreement.
We want to inform Mr. that a payment reminder text was sent to him 10/14/2019 We provided the exact text sent to Mr. for his convenience below.
"Just a quick Cricket reminder - your BridgePay period is almost up. No problem! Pay $10 BEFORE 11:59PM CST on 10/15/19 using the My Cricket app or by logging into your account at cricketwireless.com. If you wait to pay after this date you will need to make a full monthly payment. Have you already paid? Sorry for bothering you!"
Mr. did not pay his next payment until 10/16/2019. Therefore, his bill cycle date was re-set.
Non-withstanding Cricket Terms & Conditions, an exception was made, and we do value Mr. as a long-term customer. We did apply a $10 courtesy credit. Mr. did understand the explanation.
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
They refused to releaase the last phone number in our family plan even though our contract had been fullfilled.
4 hours trying to get them to release the last phone number, kept "blaming" the new company. Insisting we could only get last phone number released if we paid for another month ao they could "put in a ticket" knowing we would lose the current promation of the new company. Knew we had switched all but that number to the new plan. We had been with the company and fullfilled our contract. After 4 hours of trying to force us to pay another $55, we had to pay an extra $15. All she did was give us the run around. She rudely interupted us repeatedly while arguing and when we would try to finish speaking she would insist that we not interupt her arguments.
Refund our payment of having to switch our phone number so that we could get our phone number unlocked as well as a written apology for the way they handled the matter and they way that they treated us mailed to us without any mind games in the wording of the apology.
This correspondence is in reference to a complaint filed by ***. In this complaint, Ms. states that she faced technical problems while attempting to port out. She states that she had to pay an additional $15 and 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, Ms. will be refunded for the $15 payment. We explained via telephone that refund times do vary by financial institution.
We thank her for her patience.
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
(The consumer indicated he/she DID NOT accept the response from the business.)
They contacted us and actually stated that they were going to refund us the money, but they did not. There was no apology letter recieved. We had our phones over 6 months. The phone we were using was not a phone from them and the phone number they refused to permit us to keep was a phone number we had brought with us. Our phone service was in good standing as well. No one has sent us a refund. They need to do more than just say they will. They need to actually follow through. They do not even have the information to refund it to our financial institution as I had told them it was paid for by the salesman who we then handed a cash payment as he was tired of them arguing with him over the phone.
November 14, 2019
Revdex.com
Online Complaint
Complaint No: XXXXXXXX
Re: ***
Dear Sir/Madam,
This correspondence is in reference to a rebuttal filed by ***. In this complaint, Ms. states that she did not receive her refund.
We thoroughly researched Ms. account. We were able to review and confirm that there was refund issued. We communicated this to Ms. as well.
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
Non Existent Customer Service, Lies
Switched from ATT. Told current phones compatible. Get home, Wifi Calling doesn't work on non Cricket Android phones, but was not told this. Call store to purchase compatible phones, but was told we had to pay full retail on phones we would have gotten at half price had we opted for them when we initially switched. Store manager said to call Corporate and they would fix. We made NUMEROUS attempts to call, always speaking with someone barely fluent in English, who would place us on hold when asking for a manager and would then hang up on us after thirty minutes. Not just an accident, this is how they operate. Customer service is non existent, and Sales people use deceptive techniques to sell their plans. Now forced to pay full retail for phones we want or switch back to ATT and lose money we have already spent.
Sell me the two Samsung G9 phones for the $274.99 price I could have gotten when I initially switched rather than the $599.00 full retail price.
This correspondence is in reference to a complaint filed by ***. In this complaint, Mr., states that he ported his service over to Cricket Wireless but was never told that if he kept his devices, he would not be able to use the Wi-Fi calling feature. He also states that he attempted to get a new device but was not able to get the devices at the original offer price.
We attempted to contact Mr. without success. We wanted to gain a better understanding of his complaint.
We also wanted to advise him that the offer that he mentions is an online offer that is in effect today 11/5/19.
Should Mr. have any additional questions or concerns regarding our findings, he can contact me Chiquitta with Cricket Wireless Corporate at the number provided.
We thank Mr. for allowing us an opportunity to assist him 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.)
I have no interest in responding to Cricket. Their customer service, a call center in a foreign country, is basically non existent due to the language barrier and their obvious tactic of hanging up or placing you on hold indefinitely until you give up in frustration. I immediately switched back to AT&T and got the same deal as they were offering. I am only interested in getting back the money I wasted traveling to and from the Cricket store, activation fees, the first months bill, plus all the same associated costs when switching back to AT&T. I have filed a claim with arbitration, and if unsuccessful, will be filing a court action. I do not recommend Cricket, there is a price to pay for the lower costs. There customer service could have easily fixed the problem, but they were unwilling.
November 13, 2019
Revdex.com
Online Complaint
Complaint No: XXXXXXXX - rebuttal
Re: ***
Dear Sir/Madam,
This correspondence is in response to a rebuttal to a complaint filed by ***. In this complaint, Mr., states that he is interested in getting back the money he wasted traveling to and from the Cricket store, activation fees, the first month's bill, plus all the cost associated with switching back to AT&T.
We contacted Mr. to gain a better understanding regarding his decision to cancel his service and return to his old provider. He stated that he was not able to use the Wi-Fi calling with his device while on the Cricket Wireless network. He states that the Agent never advised him of that at the point of sell.
Cricket Wireless terms and conditions state that you will not be entitled to any refund or credit for the unused portion of your account balance if you decide to cancel Service before your monthly service period ends. These terms can be found at www.cricketwireless.com
I explained that I would make an exception and issue a refund for the charges he incurred with regards to establishing service with Cricket Wireless, since he wasn't able to use our service with his devices. But I wouldn't be able to issue credits for travel and setting up his service with another carrier. Mr. declined our offer.
We thank Mr. for allowing us an opportunity to assist him and hope that he finds a resolution.
Regards,
Cricket Wireless, Customer Support
1025 Lenox Park Blvd NE
Atlanta, GA XXXXX
/CE
I made 2 cash payments on my account and the company is refusing to refund one of the cash payments back .
On October 4,2019 I made a cash payment at a authorized Cricket dealer and the payment took several hours to post . Due to me not wanting my services suspended at 11:59pm I made a 2nd payment again on October 4,2019 at a local Cricket store in Tallahasee Fl Store # 180 , Bob Brown is the district manager. Then at 12:05am the 1st payment posted to my Cricket account thus making me have a $84 credit to my account. Prior to the 2nd payment posting to my account I was assured by a previous Cricket agent Kenneth that once the 2nd payment posted to my account I would be able to receive a refund back of $84. As of today I have yet to receive a phone call or a refund of the additional $84. I then called Cricket back through the *611 and explained the situation again to the agent, The agent advised that since it was a cash payment I would have to go back to the Cricket store and request a refund . I advised the agent that I had already contacted the local Cricket store that processed my 2nd payment on 10/04/2019 and the manager advised that if was nothing he could do as his store was not a corporate location . The customer service agent then called the local Cricket store and spoke with the manager and the manager explained the same thing to the agent. So again I have not received any refund of any sort and the company on all sides is refusing to provide me with a refund and I needed that refund to help pay my light bill and get something for my kids to eat . I do have a receipt of bill payment if needed but my phone account is already reflecting the 2 payments that were made
I am requesting that my additional $84 plus my $3 bill payment fee be refunded back . And if one of bills are disconnected as I am short the $84 that they assist with any late fees or disconnection charges I may occur
This correspondence is in response to a complaint filed by ***. In this complaint, Ms. states that she made two payments to her account and was advise that one of them will be refunded. She is requesting a refund for one of her duplicate payments.
We reviewed Ms. account and found that she has already received a full refund. She was refunded on 10/25/19 for her second payment.
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 30319
/JL
(The consumer indicated he/she DID NOT accept the response from the business.)
I have not received the refund check that was promised to me for the $84 as of today.
November 7, 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 received her refund.
We reviewed Ms. account and found that she made a payment through Western Union. The refund was issued on October 25, 2019 back to the original form of payment.
We informed Ms. about our findings via email and advise her to contact Western Union for assistance.
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 30319
/JL
Using a log style 3 that is cricket wireless. Needing network sim unlock access. Long time customer over exceeding requirements cant get relief.
A three-year customer Cricket Wireless gave me a phone to use for purposes regarding my son's online public education it is absolutely necessary for me to have one he has had the phone for more than the 6 months requirement necessary to unlock the phone is been with the company for three-plus years and they still will not allow and unlock code for me to use and take this phone to Straight Talk wireless now there is a system issue I understand that their system will not update and allow them to generate a code for me but there is a way that someone could fix this issue and I had a couple hour wait of trying to figure this out all the way until I spoke with someone ask them to call me back on another phone cuz mine was going to die it did die they said that the phone wouldn't ring although the phone was completely operable I don't understand why they didn't send me to the right person hours before they hung up on me so I could have gotten this resolved before it got to this point. I made them aware that this could be a legal issue concerning truancy all I wanted out of this is to be able to use this phone for its necessary purpose I'm not asking for anything more and as for the Cricket customer that I have received the phone from I would like Cricket Wireless to amend that situation after being with a company 3 plus years I would expect a little more assistance and respect. Also at one point a representative assumed that I was a Cricket Wireless vendor of some sort and was disrespectful to me as if I wasn't doing my job properly it made me grateful not to be a Cricket Wireless employee
October 28, 2019
Revdex.com
Online Complaint
Complaint No: XXXXXXXX
Re: ***
Dear Sir/Madam,
This correspondence is in response to a complaint filed by ***. In the complaint, Ms. received a device from another Cricket Wireless customer that was locked to Cricket. Ms. asked Cricket to unlock the device, but her request was denied. Ms. would like Cricket Wireless to unlock her device.
We reviewed the information provide by Ms. and found that the device in question was not eligible to be unlocked, however, we made a one-time exception and unlocked the device.
Cricket Wireless's full Device 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.
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
Bought a chip that wasn't able to be used with phone wanted refund cricket told me it's a prepaid company and they money can not be refunded
My son purchased a chip for service for his iPhone from T-Mobile. Customer service rep never asked if phone was unlocked he just made the sale. It wasn't until the transaction was completed and chip was inserted in phone that my son notice that the service would not work because it was a locked phone. Your csr did not do his job and make sure that cellphone was unlocked before he made that sale neither was this ever discussed. I just want my son to refunded his $89. He's is 17 and works very hard for his money. They excuse we got for not being able to issues a refund us because cricket is a prepaid company NO WHERE ON YOUR RECEIPT AND I MEAN NOWHERE DOES IT STATE THATS THERES NO EEDUBD ON SERVICE PLANS. It says refund policy within 7 days and it was literally within minutes of the sale. If I have to get a lawyer involved because of an $89 refund I have no problem with that at all. This is robbery there's nowhere at at in your store that states no refund on prepaid service that you can't use. I need a refund immediately!!!
179 All in one solutions enterprise inc boca ra
XXXXX state rd 7
XXXXXXXXXX
September 28th @11:56a
Sales person Bashar Y
Amount paid $89.95
I would Like a full refund 89.95
This correspondence is in response to a complaint filed by ***. In this complaint, Ms., states that she purchased a SIM card but wasn't able to establish service. She also states that she was advised by the Cricket Wireless Authorized retailer that there are no refunds associated with pre-paid service. She is asking for a refund of all the charges associated with her purchase, and also her son's purchase.
We attempted to contact Ms. without success so that we could gain more information regarding her complaint. Unfortunately, the information provided wasn't found in our system, and the phone number listed was not a working number.
We would love to further assist in this matter, however the information we received doesn't allow us enough information to proceed further with an investigation.
Regards,
Cricket Wireless, Customer Support
1025 Lenox Park Blvd NE
Atlanta, GA XXXXX
/CE
I have been a loyal customer of cricket since 2014. recently my phone that I purchased from them in September will not receive or send pictures.
I have been calling Cricket for 3 weeks, went to the local store and was told they could not fix it. They could not understand why I could not send or receive pictures. I was told by the local store that sold me the phone to call customer service. Three weeks into the issue it is still not resolved. Blanca, could not trouble shoot it to resolution , neither could Alicia, and Bless hung up on me after I had been on the phone for over 2 hours trying to get this issue resolved. Spoke to a John Lee? and was told that my bill would NOT be adjusted and I would have to wait for a call back from tech services. this has been going on for weeks.......why should I pay for a service I am not receiving? Also, why did it take me 2 hours and being a cranky person to make anyone take action? My Phone is still under warranty, but they keep hanging up on me and giving me the run around. Done
Replace my phone under the warranty and adjust my bill for September
October 24, 2019
Revdex.com
Online Complaint
Complaint ID: XXXXXXXX
Re: Ms. ***
Dear Sir/Madam,
This correspondence is in response to a complaint filed by Ms. *** regarding Cricket Wireless. In this complaint, Ms., states that she has had an issue with receiving and sending pictures from her device.
We attempted to contact Ms. without success. We wanted to gather a bit more information regarding her complaint to better assist her.
During our investigation we were able to determine that she has spoken to several different service representatives, but we were unable to verify that she had filed a warranty exchange request.
All devices come with a 12-month warranty through the manufacture. Any issue resulting from a device malfunction, would have to be addressed with the warranty department.
We provided our contact information should Ms. have any additional questions or concerns, she can reach me Chiquitta with Cricket Wireless Corporate office at the number provided.
We thank Ms. for allowing us an opportunity to assist her in this matter.
Regards,
Cricket Wireless
Customer Corporate Relations
1025 Lenox Park Blvd NE
Atlanta, GA 30319
/CE
online order not filled then tried to cancel and no response from cricket wireless
I made an online order with cricket wireless on august 26 2019 for 3 new phones and a sim card including 4 lines of service. Cricket wireless took my payment of $600.51. two days later they emailed saying the order was delayed. on september 12th I tried to cancel this order I have a case number for the cancellation but they do not act it is now september 27th and it is more than time for resolution.
cancel my online order and refund my money
October 4, 2019
Revdex.com
Online Complaint
Complaint No: XXXXXXXX
Re: ***
Dear Sir/Madam,
This correspondence is in response to a complaint filed by ***. In this complaint, the customer requested his online order be cancelled and all charges be refunded.
We have fully reviewed Mr. account and have communicated with him regarding his complaint. We also created a case for the customer's complaint that has been closed and resolved. The order has since been cancelled; the customer is working with his bank for the date of refund.
We thank *** for communicating with us and trust that this explanation properly addresses all concerns.
Regards,
Cricket Wireless, Customer Support
1025 Lenox Park Blvd, Atlanta, Georgia, 30326
CST/RM
(The consumer indicated he/she DID NOT accept the response from the business.)
cricket wireless still has not refunded discover card the $600.51 as of 10/11/2019
October 21, 2019
Revdex.com
Online Complaint
Complaint No: XXXXXXXX
Re: ***
Dear Sir/Madam,
This correspondence is in response to a rebuttal filed by ***. In this rebuttal, the Mr. states that he has not received his refund.
We contacted Mr. Helkeen on October 21, 2019, and he confirmed that he received the full refund.
We thank Mr. for his communication and trust that his concern has been properly addressed.
Regards,
Cricket Wireless
Customer Support
1025 Lenox Park Blvd
Atlanta, Georgia, 30326
CST/RM
(The consumer indicated he/she ACCEPTED the response from the business.)
My phone number has been SLAMMED from Cricket w/out my authorization. My impression via chat w/Cricket is this was a Cricket internal issue
received text from Simple Mobile, sister company of TracFone on 13Sep19...I have no relation to Simple Mobile (which is on TMobile network) My phone number was slammed from Cricket to Simple. I have contacted Cricket to get my number back. Chats (copies on file) w/Cricket provide distinct impression that this is an internal Cricket issue. No permission was
given to authorize phone number change. I have contacted Cricket (virtually daily). A "ticket" has been created by Cricket on 13Sep (#XXXX XXXX XXXXX). A ticket was created by Simple Mobile on 23Sep19 (#XXX XXX XXXX) with a PIN/extension/reference (??) number: XXXXXX. I have copies of the majority of chats with both Cricket and Simple Mobile. In the past 11 days, I have contacted Cricket via phone or chat (approx) 8-10 times
return of my phone number and detailed explanation
This correspondence is in response to a complaint filed by ***. In his complaint, Mr. states that his Cricket Wireless account was hacked, and changes were made to his account without her authorization.
We want to assure Mr. that his account security is a top priority for Cricket Wireless. After researching his account, we believe he *** be the victim of identity theft originating outside of his Cricket Wireless account. The individual who accessed his Cricket Wireless account had enough information to authenticate his account and make changes. This individual *** then have used Mr. phone number to gain access to other accounts where Mr. uses his phone number for verification. If he hasn't already done so, we advise Mr. to file a police report regarding the suspected identity theft.
Meanwhile, we were able to successfully assist Mr. in restoring his Cricket Wireless account access and service. We confirmed Mr. was helped via a Cricket Wireless Social Media Manager on October 10th, 2019 to restore service.
We apologize to Mr. for the inconvenience he experienced in attempting to resolve this issue. We thank him for his communication and trust that this explanation properly addresses his concerns.
Regards,
Cricket Wireless, Customer Support
575 Morosgo Dr., NE
Atlanta, GA XXXXX
/cb
(The consumer indicated he/she DID NOT accept the response from the business.)
My phone number was not "hacked" as described above. It was slammed, i.e phone number was stolen from Cricket to Simple Mobile. I am alleging that my phone number was slammed as a result of internal fraud by Cricket. According to copies of chat transcripts, "not bypass *** day the line was ported out". When I asked for clarification of what that means, I was advised "When your account was ported out that day no once did authenticate your account". In my interpretation, it means no one provided an account number, PIN, and zip code that is required in order to make any applicable changes to account; including porting out (a phone number). Cricket claims a (so-called) resolution by provided on social media. They should only claim that Cricket (and I) communicated via a social media post I made via Twitter. The only thing that Cricket did was to credit a partial month payment for the time while my phone number was not active during the slamming period. They also credited $65 from my old/original phone number that was from an over payment. They credited the new SIM card and activation fee. Cricket claims I was a victim of fraud in order to, in my opinion, cover up the reality of alleged internal fraud. Cricket failed miserably to respond of the result of the original issue (referred to as ticket number) as I was repeatedly promised (cricket) would. This is reflected in copies of multiple chats. They only reason Cricket has chosen to respond is due to this complaint.
Revdex.com
Online Complaint
Complaint No: XXXXXXXX
Re: ***
Dear Sir/Madam,
This correspondence is in response to a rebuttal filed by ***. In his rebuttal, Mr. states that his Cricket Wireless account was hacked, and changes were made to his account without his authorization and references internal fraud.
We want to reiterate that we did successfully re-activate Mr. account. We understand Mr. frustration, however we maintain that we value our customer's account security.
We acted proactively and sent Mr. a brand-new sim card, to establish a brand-new account, and provided him with the appropriate credits.
We thank Mr. for his feedback. Based on the aforementioned, we respectfully request that this complaint is closed at this time, as we are unable to assist further.
Regards,
Cricket Wireless, Customer Support
575 Morosgo Dr., NE
Atlanta, GA XXXXX
/cb
Galaxy s8 now I have the phone the phone didn't work anymore and put a claim was250 while I got the 250 switch to a cheap phone now they removed it
Galaxy s8 now I have the phone the phone didn't work anymore and put a claim was250 while I got the 250 switch to a cheap phone now they removed it with out my knowledge now they say they wont cover the phone not at one moment did they say to me they are removing the insurance and I did not tell them to
want the insurance back so i can get my phone fix that simple they giving a hard time after they remove the insurance w/o my knowledge
This correspondence is in reference to a complaint filed by Mr. ***. In this complaint, Mr. states that he redeemed an insurance claim on his Samsung S8 and received $250 towards the purchase of a new phone, an LG Risio3. Mr. goes on to say that the insurance was removed from the LG Risio3, without his consent. Mr. Alverrio states he wants the insurance added back to line XXX-XXX-XXXX so he can file a claim on his LG Risio3 NRC.
After reviewing Mr. account, we reached out to him at XXX-XXX-XXXX and was hung up on, so we called back and left a message for him to contact Corporate Escalations manager Edward at XXX-XXX-XXXX. Upon researching Mr. phone line, the reason the insurance was removed from XXX-XXX-XXXX is, as of July 26, 2019 the LG Risio is no longer eligible for for Cricket Protect. That is because the value of the deductible would be more than the phone itself.
We thank Mr. for his communication and trust that this explanation properly addresses his concern.
Regards,
Cricket Wireless, Customer Support
1025 Lenox Park Blvd NE
Atlanta, GA 30326
/EM
Called to unlock my Motorola phone that I own and I don't have a cricket account any more they said no the federal law says they have to unlock it
I own the Motorola cell phone and don't have a cricket account anymore need unlock code federal law says they have to unlock it
Unlock my phone
This correspondence is in reference to a complaint filed ***. In the complaint, Mr. states that he requests his device be unlocked.
Eligibility requirements for current Cricket customers are:
A phone/device designed for use on and locked to the Cricket network
Cricket service for at least 6 months*
An active phone number that has not been reported lost or stolen or suspended for fraud
Mr. can find this information by visiting, https://www.cricketwireless.com/support/account-management/device-unlock.html
Notwithstanding, the current Unlock Policy an exception was made, and we are working hard to try to unlock his device. We made it clear to Mr. that he does not qualify for an unlock per our terms and conditions.
We contacted Mr. by telephone on October 17th, we are still working with the manufacturer for his device unlock.
Mr. also detailed a bad store experience on the phone call. We expressed we are committed to customer service and will escalate his experience to upper management.
We thank Mr. for his communication and trust that this explanation properly addresses his concern.
Regards,
Cricket Wireless, Customer Support
575 Morosgo Dr., NE
Atlanta, GA 30324
/Cb
Misleading website directing customers that they can make an address change
I did an online purchase of the Iphone 11 on the Cricket website. I used the leasing program and my billing address differed from my shipping address. There is a disclaimer that you can change your address on the UPS My Choice site however, after calling UPS, they advised that you are not able t make any changes. This is very misleading to customers. I called Cricket and was transferred 6 times back and forth between customer care and the warranty department. I am requesting that someone call UPS and get my address changed as stated on the website
I am requesting that the misleading information online be removed. This is unfair business practices.
This correspondence is in reference to a complaint filed by ***. In this complaint, Ms. states that she believes that the online ordering process needs to be more streamlined.
We contacted Ms. via phone on October 17, 2019. Ms. feels that there should be clear guidelines displayed in the online purchase process. Ms. would like the shipping guidelines regarding the billing and shipping address be made clear.
We are pleased to inform Ms. that we are offering more flexibility to our valued customers in terms of the intended shipping destination. Soon customers will have more flexibility to ship to places other then their billing address.
Ms. was pleased with our conversation, and we assured her Cricket is consistently working hard to provide a more seamless customer experience for our valued customers.
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
575 Morosgo Dr., NE
Atlanta, GA XXXXX
/cb
Was given misinformation from rep in regards to bill, offered to pay one amount then after payment advised me I would have to pay an additional $10
On 9/12 Rep adv me to pay $30 to restore service after pyt then adv me I would have to pay an add't $10 with balance, adv her that should've been disclosed before pyt was made, asked to speak with sup in regards to being mislead and lied to the sup said there was nothing he can do I asked that the call be escalated and sent for further review and have the call pulled and be given a callback he said ok its been 2 weeks no callback and services are now suspended.
I'm seeking contact from the business along with billing credit
This correspondence is in reference to a complaint filed by ***. In this complaint, Ms., states that she was misinformed regarding her billing. She also feels that all charges associated with Bridge Pay wasn't properly advised.
During our investigation of her account we were able to determine that all her charges were correct. We show the initial set up charges for bridge pay and the associated charges with having her lines reinstated.
We attempted to contact Ms. without success. We wanted to gather a bit more information regarding her complaint.
We provided our contact information should Ms. have any additional questions or concerns, she can reach me Chiquitta with Cricket Wireless Corporate office at the number provided.
We thank Ms. for allowing us the opportunity to assist her with her complaint.
Regards,
Cricket Wireless, Customer Support
1025 Lenox Park Blvd NE
Atlanta, GA XXXXX
/CE
I was contacted and I responded the same day. I have also tried to reach them with no success at the number that was provided. left 6 voicemails and have not received a call back. I can upload a screen shot of all my attempted contacts. They have not refunded me nor was any compensation given due to this incident. How is it resolved when no recourse for their adverse action was given? Some form of compensation is definitely warranted for their error.
November 14, 2019
Revdex.com
Online Complaint
Complaint No: XXXXXXXX - rebuttal
Re: ***
Dear Sir/Madam,
This correspondence is in reference to a rebuttal to a complaint filed by ***. In this complaint, Ms., states that she should have received some type of compensation regarding her complaint.
During our investigation of her account we were able to determine that all her charges were correct. We show the initial set up charges for bridge pay and the associated charges with having her lines reinstated.
Cricket Wireless stands by its original findings. All charges associated with her account are correct.
We thank Ms. for her communication and based on the aforementioned, we are unable to assist further. We respectfully request that her complaint is closed at this time.
Regards,
Cricket Wireless, Customer Support
1025 Lenox Park Blvd NE
Atlanta, GA XXXXX
/CE
Cricket office disconnected lines rather than suspend them and charged me over and above to restore the lines.
I have 4 lines with Cricket and early in Setp. 2019 to of the phones became inaccessible (lost/stolen). I called Cricket Support and they told me to go to the nearest Cricket Wireless Store, which is located in Billings, MT., 50 miles away. I explained to the person at the Cricket Store that the phones were no longer under my control and asked what I needed to do. I told him I have 2 unlocked phones that I can use if I get 2 new SIM cards. He said I needed to cancel the 2 lines, which he did over the phone after getting my PIN. He also said I need to get 2 new SIM cards, but I can't get them at the Cricket Wireless store. He said I needed to go to *** for the new SIM's. This struck me as odd, but the clerk didn't seem very interested in helping me, so I went to ***. At ***, the manager of their phone department told me that they don't sell Cricket SIMs. While I was at the phone counter I called Cricket Support back and the person told me that all ***s sell Cricket SIMs and inferred that manager at *** was lying and that I should go to a different *** or to ***. The *** manager told him that none of the ***s carry Cricket SIMs and neither does the ***, he knew this for a fact. By that time it was getting late, but Cricket Support said I should try Target instead or maybe Best Buy. I told him I didn't want to drive an additional 12 or 15 miles on a maybe and ended up going home short 2 phone lines. When I got home (50 mile drive), I called Cricket Support again and was told again that *** has the SIMs and I needed to drive back into town or order the SIMs online and wait until the following week for them to arrive. The following day I called back and spoke with a supervisor who told me all I needed to do was go back to the Cricket Store and get 2 free phones, that included a new SIMs, with the activation of the lines. I drove into Billings, MT again (another 60 miles) and went to another Cricket Wireless store. The person there was more helpful, but told me that they can only do a free phone when a line is ported over and activated. His suggestion was to by the SIMs on Amazon and get free shipping. After several more useless calls to Cricket Support, I was informed that the reactivation fee was now going to be $50 instead of $10. On Sept 19th, my son was able to recover one of the phones and had to pay $25 to reactivate the line. By this time I had made several more calls to Cricket Support was was told by them the problem was my fault because I canceled the lines. I told them that the clerk at the Cricket store did that and said that was the proper procedure. The people at Cricket Support all told me that didn't matter and I was still responsible for the extra fees. On Sept. 20th, I went online and paid the outstanding amount of $80.33 that was shown as the amount that needed to be paid. The following morning I received a text message that my service was suspended for non-payment of an additional $9.67. After 3 more calls and several long, drawn out arguments with Cricket Support, I was able to glean that what the clerk at the Cricket store should have done was suspended the lines instead of canceling them. A Support person named "Roman" that I talked to admitted that even though the Cricket Store and subsequent Cricket Support people made the mistakes, they were not responsible and were unable to make any adjustments and that no one in the entire company could authorize an adjustment. I spoke with his supervisor, who eventually also acknowledged Cricket made the mistakes, but was only allowed to credit $15 of the almost $100 in overcharges. He said he would connect me with his manager, but after keeping me on hold for more than 20 minutes, hung up instead.
I am willing to pay the $10 fee to transfer the 4th line to a new SIM, as Cricket originally promised, I'm asking that they return to my original plan of 4 unlimited lines for $100 and to credit back/void all other fees associated with the issues they caused to my service.
This correspondence is in response to a complaint filed by ***. In this complaint, Mr., states that he went in to a Cricket Wireless Authorized Retail location to suspend 2 of his lines for lost/stolen, but they were both canceled instead. He is asking for a refund for all the charges he incurred.
We reviewed Mr. account and found that there were charges that he would not have received had they suspended the lines instead of cancelling them.
We reached out to Mr., who explained that he was sent to different locations in order to get new SIM cards, which caused him time and frustration.
He states he called in to Cricket Wireless for a refund and was denied.
I issued a credit to the account for the charges received regarding this error.
We thanked Mr. for allowing us the opportunity to assist him.
Regards,
Cricket Wireless, Customer Support
1025 Lenox Park Blvd NE
Atlanta, GA 30319
/CE
No service multiple times.
I have went days with no service on 2 seperate occasions. Both time I have been told this was a "one time hassle." And that it "won't happen again." They say they are upgrading their towers. This is ridiculous. I have to go days without any service during this.
I would like to have some of my bill discounted for dealing with this inconvenience not once but twice now.
This correspondence is in response to a complaint filed by ***. In this complaint, Ms., states that her cell service has been inconsistent on
2 different occasions.
We attempted to contacted Ms. via phone and e-mail, but we were unsuccessful in reaching her. We wanted to gain more information so that we could better assist her.
We would love an opportunity to further understand her complaint, and possibly provide our technical support team with information that would assist them in investigating her areas of concern.
Should Ms. want to further discuss her complaint, she can reach me, Chiquitta, with Cricket Wireless Corporate Office via e-mail or the phone number provided in the voicemail message.
We thank Ms. for her communication and look forward to assisting her.
Regards,
Cricket Wireless, Customer Support
1025 Lenox Park Blvd NE
Atlanta, GA XXXXX
/CE
Cricket wireless already ported in my mobile number and now they are asking me to transfer my number again
I placed an order (order number: XXXXXXXXX) on September 18, 2019 at cricketwireless.com which required a number to port-in to receive a discount. I provided the phone numbers and placed the orders. I received a confirmation email regarding the order. One of the phone numbers in the order required an information update so I chatted with a cricket chat representative named Jack Mahla he helped me with the information update so that the phone number transfer would be confirmed; I provided the necessary information. A few hours later, I received an email saying that my order was cancelled. Distraught I contacted customer service via chat who said that I can place the same order again, which I did using the same port-in numbers as the previous order, order #XXXXXXXXX. After I have placed the new order the representative checked the status of my order and said that one of my phone numbers is not active, and it was the one previous chat representative Jack Mahla had transferred and confirmed. I contacted Walmart Mobile why my phone number is inactive and they said that my number has already been transferred to Cricket wireless. Now, I have no way of confirming the port-in phone number for my new order because it is now cricket wireless. And that phone number is (XXX) XXX-XXXX. I want to be able to receive my order since my phone number has been transferred over to cricket wireless.
I would like cricket wireless to fill my order XXXXXXXXX since my number has already been transferred over to cricket wireless in the previous cancelled order made a few hours earlier and not to require another port-in of the exact same phone number.
This correspondence is in response to a complaint filed by Peter ***. In this complaint, Mr., states that he had several issues with porting over a number to Cricket Wireless.
We attempted to contact Mr. on several occasions without success so that we could gain more information regarding his complaint.
We provided our contact information should Mr. have any additional questions or concerns, he can reach me Chiquitta with Cricket Wireless Corporate office at the number provided.
We thank Mr. for allowing us an opportunity to review his complaint and look forward to speaking to him in the near future.
Regards,
Cricket Wireless, Customer Support
1025 Lenox Park Blvd NE
Atlanta, GA 30319
/CE
(The consumer indicated he/she DID NOT accept the response from the business.)
Dear Cricket,
Thank you for your response. I have received your voicemail and have returned your call and have left a voicemail. I hope I will be able to receive a call back soon.
Sincerely,
Peter
October 25, 2019
Revdex.com
Online Complaint
Complaint No: *** - rebuttal
Re: Peter ***
Dear Sir/Madam,
This correspondence is in response to a rebuttal to a complaint filed by Peter ***. In this rebuttal, Mr., states that he wanted to speak to someone regarding his complaint.
We reached out to Mr. who stated that his order was completed but he never received the equipment. He states there was an error with his port.
We reviewed his order and found that the order was cancelled due to an address mismatch. He stated that we may need to use his street address as an Ave instead of Street.
We advised him that he would have to place a new order. He stated that he wanted to receive the original price for the device.
We explained that we would not be able to provide that pricing for the device, and advised him that he may want to wait to see if that offer comes again.
We thank Mr. for allowing us an opportunity to review his complaint
Regards,
Cricket Wireless, Customer Support
1025 Lenox Park Blvd NE
Atlanta, GA 30319
/CE
Right now it is 11.50 pm pst nov 4, I needed to make a rebuttal, I have left several voice message to cricket and would like a call back
November 13, 2019
Revdex.com
Online Complaint
Complaint No: *** - 2nd rebuttal
Re: Peter ***
Dear Sir/Madam,
This correspondence is in response to a second rebuttal to a complaint filed by Peter ***. In this rebuttal, Mr., states that he wanted to speak to someone regarding his complaint.
We attempted to reached Mr. without success. We left our contact information Chiquitta with Cricket Wireless Corporate Office.
We look forward to speaking to Mr. should he have any additional questions or concerns.
Regards,
Cricket Wireless, Customer Support
1025 Lenox Park Blvd NE
Atlanta, GA 30319
/CE
bought phone on august 27 and it did not last 2 weeks. I took it in and had to buy a new one since you have to mail the old one in for a refund
I bought the phone on August XX XXXX and today on September 18, 2019 I had to take it to Cricket Wireless because it was not working. at this point a customer has two choices, mail in the phone for a new one at their cost or to buy a new one. If you mail it in past 4 pm your time it could take another week to get the new phone. The other option is that you buy a new phone plus a new activation.
i want to be reimbursed for the $25 activation fee, I should not have to pay this twice. since the second activation the store really did not do anything and plus I had the phone for only less than one billing cycle
This correspondence is in reference to a complaint filed by ***. In this complaint, Mr. states that he had to pay two separate $25 activation fees for his Cricket line of service in less than two weeks. He further details this was because his device had technical issues, and he did not want to proceed with the warranty process. Mr. states he simply purchased a new device to continue service and requests reimbursement for the $25 he had to pay for the new device.
The $25 Device Upgrade fee is a standardized fee for upgrading online or in the store. Notwithstanding, normal process, an exception was made. A $25 service was applied to Mr. account. We want Mr. to understand that this is a standardized fee.
We thank Mr. for his communication and trust that this explanation properly addresses his concern.
Regards,
Cricket Wireless, Customer Support
1025 Lenox Park Blvd
Atlanta, GA XXXXX
/Cb
(The consumer indicated he/she DID NOT accept the response from the business.)
It was not an upgrade fee it was an activation fee for which they did nothing and now I am requesting the $25 plus the $115 for the cost of the new phone. There was no device upgrade it was the same phone as before. The charge slip for Cricket states plain as day, activation fee $25. Do your research before responding. Now I want the $25 and the cost of the phone $115 or we go to court.
***
XXXXXXXXXX
October 22, 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 his device stopped working after the 7 day return period. He states that he wants a refund for a device that he purchased.
We communicated with Mr. via email on October 15th, 2019 to re-address his concerns. In order to resolve this issue, he felt a fair resolution would be for Cricket Wireless to give him a refund for his device.
The return policy for Cricket is as follows:
Cricket provides a 7-day return policy - from the date of purchase - in which customers *** return or exchange a qualifying new or reconditioned wireless device purchased at Cricket.
Cricket sells the cellular service, we do not manufacturer the devices, however we do provide our valued customers convenient ways to replace devices.
It was also confirmed that a $25 courtesy credit was issued to his account on October 11th, 2019. This was provided as an exception.
If the device is beyond the 7-day return period, once the device meets the requirements of the warranty exchange return policy, there are several options for exchanging the device. These options can be found online.
If a customer meets the requirements of the warranty exchange return policy, there are several options for exchanging their device:
Advanced Exchange:
The customer will be shipped a new or reconditioned (like-new) replacement device before sending the defective device to the Cricket Returns Center
The customer can choose between 2-day delivery for a $10 shipping fee or next-day delivery for a $20 shipping fee
The customer will be charged a security deposit equal to the value of the device
A full refund of the security deposit will be applied to the customer's credit card within 5 business days once the customer has returned the defective device to the Cricket Returns Center, provided the device meets the warranty exchange return policy requirements
If the device does not meet the warranty exchange requirements, the security deposit will not be refunded and the defective device will be returned to the customer
Expedited Post Exchange:
The customer must send the defective device to the Cricket Returns Center before receiving a replacement device
If the return is compliant with the warranty exchange policy requirements, a new or reconditioned (like-new) device will be shipped to the customer
The customer can expect to receive the replacement device within 4 business days after shipping the defective device to the Cricket Returns Center
A $20 shipping fee will be charged to the customer for this option
Standard Post Exchange:
The customer must send the defective device to the Cricket Returns Center before receiving a replacement device
If the returned device is compliant with the warranty exchange policy requirements, a new or reconditioned (like-new) device will be shipped to the customer
The customer can expect to receive the replacement device within 5 business days after shipping the defective device to the Cricket Returns Center
This option is at no cost to the customer
Lastly, the device is generally covered by the manufacturer for one year after purchase, so Mr. can contact the manufacturer for technical expertise and further resolution, or for replacement.
We respectfully request that this complaint is closed at this time, as we are unable to assist further.
Regards,
Cricket Wireless, Customer Support
1025 Lenox Park Blvd
Atlanta, GA XXXXX
/cb