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 changed my plan to a plan that cricket wireless continues to tell me doesn't exist. Yet my money was taken for paying for it.
I paid for a phone plan, that cricket wireless tells me doesn't exist and the features I paid for I am not able have these features. As opposed to investigating this issue which has consumed my entire after, they will to tell me to add more money in order to alleviate this issue. I paid $25 for a plan involving 3 GB high speed data, Nationwide calling and texting messaging.
I wish to remain a customer of Cricket. For now at least. They fix this issue for me.
This correspondence is in response to a complaint filed by Mr. ***. In his complaint, Mr. states that he had issues changing his data plan and features with Cricket Wireless.
After speaking with Mr., he states that his issue has been resolved. Mr. Kesler states he was not happy with the service he received and just wants to let us know about it. We assured Mr. that we would provide his feedback to the appropriate terms for investigation and coaching, as appropriate.
We thank Mr. for his communication and feedback.
Regards,
Cricket Wireless, Customer Support
575 Morosgo Dr., NE
Atlanta, GA 30324
/EM
(The consumer indicated he/she DID NOT accept the response from the business.)
I was granted a $20 credit for the 8 hours I was forced to speak with Cricket in order to make my phone operational. The plan I selected from " My Cricket" App was either mislabeled or a glitch it was in the system. Cricket was willing to offer me $5 for my 8 hour headache. This was an entire work shift that I had to deal with this due to an error fully on their part. Then the entire 8 hours I was also disrespected by Cricket wireless and told " this plan doesn't exist". By at least 6 team members of cricket. I wish to be reimbursed for my time. I will be satisfied if I'm offered a month on my usual plan which is the $60 plan.
(The consumer indicated he/she DID NOT accept the response from the business.)
I have screenshots from the Cricket app of the plan I selected. Stating the plan included all 3.
September 10, 2019
Revdex.com
Online Complaint
Complaint No: XXXXXXXX
Re: ***
Dear Sir/Madam,
This correspondence is in response to a rebuttal complaint filed by Mr. ***. In this complaint, Mr. states that he spent over 8 hours of his time with Cricket Wireless to get his services working. He also states that he spoke with 6 different representatives who told him the plan he selected from the My Cricket App was not available. In Mr. original complaint he stated these issues have been resolved and he is seeking a month of credit for his time. In his rebuttal, Mr. Kesler states he has screenshots of the plan.
Mr. can email us the screenshots mentioned to [email protected] and reference this Revdex.com complaint. We would appreciate the opportunity to review those screenshots and continue to correspond with Mr..
Additionally, as stated in our previous response, Mr. has received two credits totally the amount of one month of service.
We thank Mr. for his feedback. We respectfully request that this complaint be closed at this time, as we are unable to assist further.
Regards,
Cricket Wireless, Customer Support
575 Morosgo Dr., NE
Atlanta, GA 30324
/EM
cricket wireless service
on July 25, 2019 the cricket service. on all phones on my account stop working we could not call. in case of emergency or to reach a family member could not text as well. being going on all day and make matters worse I paid on July 24, 2019 the full $90 dollars for my monthly bill.every month
credit from cricket wireless for time being wasted on not being able to use are service
This correspondence is in response to a complaint filed by Mr. ***. In this complaint, Mr. states his service stop working on July 25, 2019 for all three lines on his account and would like to be compensated for the time his service was down.
After reviewing Mr. account, we don't see any issue preventing his service from working. We do see several attempts to get help with his services in the time mentioned. As found in our terms and conditions, (www.cricket wirless.com/terms) Cricket does not guarantee coverage: "...actual coverage may vary and be affected by terrain, weather, foliage, buildings, signal strength, high-usage periods, customer equipment and other factors. We do not guarantee coverage. "Despite this policy we have made a one-time exception and issued a credit to Mr..
We thank Mr. Bolware for his communication and trust that this explanation properly addresses her concern.
Regards,
Cricket Wireless, Customer Support
575 Morosgo Dr., NE
Atlanta, GA XXXXX
/EM
(The consumer indicated he/she DID NOT accept the response from the business.)
where this credit at again not seeing it
Aug. 23, 2019
Revdex.com
Online Complaint
Complaint No: XXXXXXXX
Re: ***
Dear Sir/Madam,
This correspondence is a rebuttal to a complaint filed by Mr. ***. In his original complaint, Mr. states his service stop working on July 25, 2019 for all three lines on his account and would like to be compensated for the time his service was down. In his rebuttal, Mr. is stating he does not see the credit.
Upon Reviewing Mr. account, we confirmed that a credit was issued on August 19, 2019 at 10:33am, which cover the charges for July 25, 2019.
We thank Mr. Bolware for his communication. Based on the aforementioned we respectfully request that this complaint is closed at this time.
Regards,
Cricket Wireless, Customer Support
575 Morosgo Dr., NE
Atlanta, GA 30324
/EM
Agreed to accept return; changed mind when returned item.
On June 23rd I purchased a package with 4 phones and one turbo hotspot. According to the Rep. that would be the best option for me. After about 2 weeks or so I looked into the phones and saw I could save $40 a month by cancelling the hotspot and turning on the hotspot via cell phone on 3 lines. This was done July 5. I text them asking if there was a trade in offered for the turbo hotspot and they said yes. When I went to return it after the month had ended; the man working at the store could not find a price for trade in so he called corporate. They couldn't find one either so they told him it could not be done. When I got home I text again asking why they would say it is possible and then change their minds. Who ever was answering at that point got rude and fueled my anger. These texts went back and forth and they told me to sell it. I then decided there was no other option so I asked for an unlock code so I could sell it to anyone... not just Cricket customer. They said no; policy is 6 months for unlock. Then continued to say check the policy we aren't lying. Considering the first response was they would trade it and then refusing to bend and give me a code; they have left me no alternative but to contact Revdex.com. I paid $99.99 for a device that I can't use and can't sell because it is locked to their name.
At this point they leave me no option but to ask for a refund. I have wasted valuable time and gas money to be denied a simple credit.
August 14, 2019
Revdex.com
Online Complaint
Complaint No: XXXXXXXX
Re: ***
This correspondence is in response to a complaint filed by *** regarding her Cricket Wireless service. In her complaint, Ms. states that she has been unable to unlock a Cricket device. She also states that she has been given misinformation on the overall account structure and pricing.
*The 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 (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 have thoroughly researched Ms. account and can verify the device usage, tenure, and type. We were also able to verify issues with a possible trade-in. Notwithstanding the policy above, we have agreed to the customer's resolution of unlocking her device as a one-time exception.
We thank Ms. for her communication and trust that this explanation properly addresses her concern.
Regards,
Ron ***
Cricket Wireless
Corporate Customer Relations
575 Morosgo Dr., 13th Floor
Atlanta, GA XXXXX
/RM
(The consumer indicated he/she ACCEPTED the response from the business.)
I can not say that this is a resolution to what has happened. The company has not really offered to do anything out of the ordinary and never fulfilled the original agreement to give a credit. I will not even be able to sell the hotspot with out losing more money. I was only expecting a small amount of credit....like $30 and was planning on purchasing something else with it. It would have been a win win situation. The only reason I will accept is to stop the aggravation. But believe me I WILL NOT be recommending them to anyone in the future.
I think they are horrible! They charged my bank account double for the monthly payment and are giving me a hard time about getting a refund, They first said two business days, then came back and said five to seven business days, When I asked why it went from two to five/seven she said she never said it would take 2 days, and she refused to get a supervisor. I will be cancelling this service. I do not recommend this company at all.
I purchased an unlocked iPhone, then used it on Cricket. Cricket locked the phone and is refusing to unlock it.
I purchased an unlocked iPhone XS from Best Buy in December 2018. I used it on the Cricket network until May 2019 when the phone was replaced by Apple, and the replacement was active on Cricket until July 2019. When trying to switch carriers, I discovered that the phone was locked to Cricket (which they initially denied). I have now been waiting over a week for them to unlock it.
I want Cricket to either unlock this phone or pay for an unlocked phone from Apple.
August 12, 2019
Revdex.com
Online Complaint
Complaint No: XXXXXXXX
Re: ***
Dear Sir/Madam,
This correspondence is in response to a complaint filed by Ms. ***. In her complaint, Ms. states that Cricket Wireless would not unlock her device. Ms. states that she purchased her device from Best Buy and when she attempted to port to another carrier, Cricket Wireless refuse to unlock her device.
We reviewed Ms. account and found that she was no longer a Cricket Wireless customer. We contacted her with the intention of unlocking her device and found that her device had already been unlocked.
We thank Ms. for her communication and, we are pleased that her concerns have been addressed.
Regards,
Cricket Wireless
Customer Corporate Relations
575 Morosgo Dr. NE
Atlanta, GA XXXXX
/CE
Phone number assigned to me shows previous customer's name in caller id when I call people.
Three months ago, May 2019, (I purchased an LG Stylo 4 phone that I love from the Cricket Wireless store in Fountain, CO just outside of Colorado Springs. It wasn't cheap. The phone number they assigned to my phone shows the previous user's name in caller id when I call people. Because the people I call don't recognize the name 'Anthony *** they don't answer my calls. I don't blame them; I wouldn't either. I've been to the Cricket store twice to try and resolve the issue. Both times, they got on their computer and contacted the so-called customer support dept, which was in another country. The first time I went to the store, they said it would take 24 hours for the issue to be resolved. Six days later, it hadn't been. I went back to the store a second time and they said to give it a couple more days. It is now one week later and issue still is not resolved. I paid Cricket wireless good money for my phone on top of the monthly fee I pay for their service, yet, some stranger's name continues to appear on the receiver's caller id every time I make outgoing calls. I have asked for a new phone number. Cricket's response was that I will need to pay $15 for a new number. I responded that I shouldn't have to pay more money to try and resolve an issue with Cricket that is not my fault. The rep shrugged her shoulders and said, "That's corporate's rule..) What kind of BS is that?!? She commented that she understands my frustration and that she would not want to experience the caller id issue I'm having. I asked if they would unlock my phone so I can go to another proiver. Again, it's corporate's rule to not unlock their phones for at least six months.. Who oversees Cricket Wireless and becomes involved in situations like this? The customer support has failed me. Any other provider would have immediately taken care of this problem. Due to the amount of money I spent on my phone, I should not have to go to another provider, buy another phone, and sign up for service all over again.
Replace my current phone number with a new phone number that isn't associated with the previous user.
This correspondence is in reference to a complaint filed by Ms. *** regarding Cricket Wireless. In this complaint, Ms. states that her caller id keeps showing someone else's name, she is asking for that name to be removed or changed.
We reviewed Ms. account and found that her caller id was already updated in our system and on our network. We attempted to reach Ms. to advise her that the issue may be with the other provider and that provider may need to update their network. We also advised her that she can go to the HIYA.com site and update her caller id info there.
We left our contact information Chiquitta with Cricket Wireless Corporate Office, should she want to further discuss her complaint and or our resolution in greater detail.
We thank Ms. for her communication and trust that we have properly addressed her complaint.
Regards,
Cricket Wireless
Customer Corporate Relations
575 Morosgo Dr. NE
Atlanta, GA 30324
/CE
Cricket Wireless refuses to send me a copy of a paid bill after switching to ATT.
Hello,
I am currently on the phone with cricket wirless support. The rep I am speaking with is refusing to send me a copy of a paid bill on 6/22/2019. I paid this bill using auto pay and have been with cricket for more than a year. On 7/20/2019 I decided to switch to ATT. I called cricket this morning 7/22/2019 and asked for a copy of my PAID bill on 6/22/2019. Agent refuses to send this because I switched to ATT. I asked can he send me a text message with confirmation number of paid bill and he said no because I switched to ATT. I asked if he could re-enable my login to cricket wireless site so I can download a copy of that PDF, and he said no because I transferred to ATT.
I asked him for a reference number to this call and he said I do not get access to that information because I am not a cricket wireless customer and they don't work with non cricket wireless customers. ????? I paid my bill and I just want a copy of this sent to me!! Not to mention I paid for an extra WEEK of service that I cant even use and I didnt even care about that. I just want a copy of this bill.
Send me an email with a copy of my billing statement that includes my phone number and amount paid on 6/22/2019.
This correspondence is in reference to a complaint filed by ***. In this complaint, Mrs. states that she requests a billing statement specifically detailing her bill from June 2019.
We emailed Mrs. on August 12th, 2019. We kindly informed her as a pre-paid carrier we do not provide billing statements now. However, Mrs. was advised by a CARE rep that she could review her billing activity regarding payment amounts and dates in the Cricket MyAccount portal, or additionally conveniently through the app.
Lastly, we advised her that she could contact her financial institution and have them assist with reviewing all her payments to Cricket in the requested time period.
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 Mrs. 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 was unable to return a Bluetooth within 24hr after being told by management that I could. 60 days, still have not heard from Corp about complaint.
I purchased a Bluetooth headset on May 3 and was told by the managerI that I could return them within 24 hours. I attempted to return the unopened headset with 24 and was told that Corporate would not authorize the return. The manager said she was communicating with corporate via email. I asked her to have Corporate call me. It is now July 2019 and I have not heard from anyone. Cricket has the worst customer care. The store manager was very unprofessional and unapologetic.
I would like a full refund in the same method of my payment.
I was unable to come to agreeable terms with Cricket Wireless. I still would like to return the unopened uetooth and get a full refund. The item was purchased on Hwy 49 in Gulfport, MS.
App was not responding.
Unable to pay via website due to prompts for information that I don't have.
Phone recording offering no option for payment.
Terrible customer service. Difficult route for payment. Tried to force a service charge for talking over the phone when their app, website, and automated service did not allow for payment.
Calls repeatedly dropped due to poor connectivity.
I do not want to pay any surprise charges. I am letting the Revdex.com know that their A+ rating is a very poor indication of the kind of business they do. The supervisor I spoke with refused to give me his ID number. His name was "Stephen" I do have "Marianna's ID number"
This correspondence is in response to a complaint filed by ***. In this complaint, Mr. states that he has had issues with our network as well as making payments online and over the phone.
We have attempted to reach Mr. on several occasions via phone as well as e-mail. We have researched the customer's home address as well as surrounding areas and see full coverage with our signal as well as network. We also were able to verify that the customer is now able to make payments, as recently as August 4, 2019.
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."
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
/RM
device unlock policy is not honored by cricket.My account was active with cricket for 6 months but they want device also to be active
I bought a phone from cricket in january and didnt use the phone since I wanted to use an iphone. I wanted to unlock that phone but they said I have to have active account with cricket for 6 months. Now that my account is active over 6 months now they want the device to be active for 6 months. My question is then why they allowed me to use another unlocked device? I paid for the service for 6 months and now they wont unlock my phone.
I would like cricket to unlock my phone and also train their employees to know and explain the policy properly. in addition Cricket should follow the their parent company(ATT's polciy when it comes to device unlocking).
This correspondence is in response to a complaint filed by ***. In this complaint, Mr. states that Cricket will not unlock his device, when his service has been active for over six months.
Cricket's Device Policy requires customers to meet the following requirements prior to unlocking their device:
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.
Our Unlock Policy can be found online at https://www.cricketwireless.com/support/apps-and-services/device-unlock/customer/device-unlock.html
Acceptance of our Terms and Conditions with Cricket Wireless begins by doing the following, but not limited to, giving us written or electronic signature or telling us orally that you accept, activating service, paying for service, and attempting to use or in any way using the service.
We have determined that Mr. at this time, has not met the necessary requirements in order to unlock the device. We have attempted to contact Mr. to discuss this matter further and we were unsuccessful. Should Mr. wish to discuss this matter further, he can contact Seindah Gascot at XXX-XXX-XXXX.
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 XXXXX
/SG
Purchased Cricket Hotspot $206 on 6/24/19 Transaction posted 7/25. Hotspot didn't work. Returned on 7-1. They refused to refund me.
Purchased Cricket Hotspot at Fenton store (98 Gravois Bluffs; XXXXX (XXX-XXX-XXXX). Bought Mon 7-24; was promised it would pick up signals. Told Erica Dulany I needed this cuz I was moving that week to log cabin in middle of woods surrounded by trees. Was PROMISED full refund if it didn't work which it does NOT. Returned following Mon to be told
NO refund because I arrived on day 8 and not within their 7-day period. Timeframe was NOT mentioned until I tried to return. They have $206 of my money for object that doesn't work. Talked with Jessie, Disct. Mgn. I returned again the following week to be told same from District Mgr Rob *** who was quite rude. (It took me several minutes to locate return policy which actually was a two line small print about 2-1/2 feet down on a 3 foot receipt. Complete disception. POOR customer service particularly I had double checked before purchasing. PLEASE help refund my $206. Much appreciation
Cricket should refund ALL my money $206. They sold me a product promising connection and a full refund if it doesn't pick up any signals.Nothing at all said about it has to be returned within 7 days after I specifically asked do I get a rull refund. Erica *** said absolutely and also said someone else purchased one last week and hasn't returned so it would not be a problem. I arrived on day 8; NO refund AT all. Talked with sales gal, Erica *** and district mgr, Jessie; He was to call me back with results, no callback. I went all the way back to store the following Monday, Erica has dist. mgr, Rob *** on phone; Again no results and he was quite rude. He would NOT tellme who his superior was. Been on phone with Cricket 4 times. Latest was 7-12-19 at 1:30 pm and talked with Leann who was able to pull up the towers in area and said the nearest was over 3 miles away and she was able to tell me that the tower was too far away to receive signals yet she could only refund me the $70 usage fee IF I returned the hotspot. Not good enough. Need full $206 refund. Erica should have noticed what Leann did when she pulled up the towers in the area. If their return policy is so rigid, it's THEIR responsibility to point that out to the customer upon purchase. NOT small line printed 2-1/2 feet down a 3 foot receipt.
This correspondence is in response to a complaint filed by Ms. *** In this complaint, Ms. states that she purchased a hotspot on June 24, 2019 in the Cricket Wireless store and was told by a store representative that because she is moving to a cabin in the woods, she needed the Hotspot and it would pick up the signals. When Ms. got to the cabin the Hotspot did not work. Ms. states she returned the equipment to the same Cricket Wireless store that she purchased the hotspot from (Fenton store 98 Gravois Bluffs; XXXXX) Ms. states after she was told by the Cricket Wireless Representative, she would not receive a refund due to not adhering to the Cricket Wireless 7day return policy.
Cricket Wireless has a 7 day return policy that states
A) Customers need to return to the same store where the phone is purchased to return or exchange
B) Returns or exchanges must be done within 7 days
C) Day 1 is the date of purchase (when purchased in the store)
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
/EM
The lady at cricket took my number from Metro PCS on July 12,2019, I returned the broken free phone July 13,2019 she didn't help me.
I went to Cricket July 12,2019 on 647 n.w 62nd street Miami Fl 33127. New customer for service she sold me a phone that took 1 hour to set up which was odd to me. I come back the next day because the navigation system wasn't working at all that night doing Uber. I bring the phone back July 13,2019 was told I paid for prepaid service there is no refund nor a change of the phone. I couldnt understand why when the receipt clearly states I had 7 days to return the phone. The lady there didn't budge but I specifically told her my other phone was cutting off and wanted a good phone. She never told me about no specials ever I came to get on my daughters account first but was told if the bill not paid by both the due date it will be turned off. So I changed my mind to get service for $60.00 she still never told me about no special running I paid 107.00 for everything but I want my phone number back I left the phone and the receipt there. Cricket need to teach their staff on customer service experience the lady giving me ,a customer an argument and real attitude the tape needs to be pulled I know there can be something done about this if not I am going to keep on going. They wont give me back my number I know I asked for it to be cut off but the number was not theirs its mine from Metro PCS. Even 611 the headquarters were nasty telling me I have to pay 82.00 when my number was disconnected maybe 1 hour after asking there is a 30 day hold to get your number back been there done that. I just want my number XXX-XXX-XXXX back. And cricket needs to stop stealing from people on fixed income they told me it was $82.00 but I see online it was $15-$25.
I need for that company to give me my number back and a better phone that works. They also need to train the lady on 62nd street to not be so nasty to customers if her day was bad take it out on them not people who she service at her job.
This correspondence is in reference to a complaint filed by Ms. *** regarding Cricket Wireless. In this complaint, Ms. states that she visited a Cricket Wireless authorized retail location and purchased a device. She states that device wasn't compatible for her needs and returned it the next day. She states that the agent at the store location would not exchange the device or provide her a refund.
We reviewed Ms. account and were able to determine that the reason she wasn't provided a refund is because the device was free. We were also advised by the store manager that the reason she couldn't exchange the device was because she had already canceled her account.
We attempted to reach Ms. to gain a better understand as to how we could assist her but were unsuccessful in speaking to her. We also wanted to offer her a refund for the amount that she paid to reinstate the account.
We left contact information on Ms. voice mail to reach out to Chiquitta at
Cricket's Corporate office should Ms. want to discuss her complaint in greater
detail.
We thank Ms. for allowing us the opportunity to assist her with her complaint.
Regards,
Cricket Wireless
Customer Corporate Relations
575 Morosgo Dr. NE
Atlanta, GA XXXXX
/CE
Was promised a refund from Cricket Wireless, LLC on 05/31/2019 for the amount of 187.19 and they are now refusing to credit the money.
I purchased a phone from Cricket wireless and 2 weeks later it stopped working. I took it back to the store and they refused to return or exchange the phone because it was over 7 days and advised me to contact customer service. I contacted customer service and spoke to Daniel who is a manager and explained to me that there was a email sent out on this particular phone to cricket stores nationwide due to a recall that was on the phone and not to sell the phones at all however this particular store did not follow their procedures and sold the phone to the public anyway. Due to this, that is why the refund was offered. Daniel told me to contact my bank and have them do what they call a charge back and that they would refund the bank. My bank did that and put a providsionary credit back into my account however only utilized 49 days of the 90 to try to obtain this refund and took the money back out of my account on 07/08/2019. I contacted Cricket and spoke to Vincent who is another manager and he verified that I was due the refund due to notes that was left by the previous manager on 05/31. I asked if he could contact my bank to explain this to them so the money would come back into my account and he said he would. We spoke to the escalation department in claims through chase bank and again the management department verified that I was not responsible for this payment and that cricket was. Chase stated that they would need that in writing which I was told by Vincent that they do not have access to an email system to put it in writing that it would need to be verbal. Chase and myself then asked if the credit could be issued on my phone account for my phone bill ; I was willing to accept that as well and they said they had no capabilities to issue the credit either. So asked Vincent how is this even legal that you guys stated you would refund this amount and it is on your computer screen that I am due a refund but have no way of issuing the refund and now you are refusing to issue the refund and they said Im sorry I cant help you.
I want my money back either in my account which they have access too because my phone bill is on auto pay or I want a credit put on my phone account equaling the amount of the refund they promised and that they have in their system that I am owed.
This correspondence is in reference to a complaint filed by ***. In this complaint, Ms. states she purchased a device from Cricket and that it stopped working after two weeks.
Ms. requests a full refund for her device purchase.
Ms. various interactions with our call center were thoroughly reviewed. We advised her that she was informed numerous times about our warranty replacement program, and that she was outside of the seven day return window.
Regarding returns of the devices, Cricket has specific criteria.
Returns or exchanges must be done within 7 days
Day 1 is the date of purchase
If purchased online at cricketwireless.com, Day 1 is the date the phone is received
Phones must be in like-new condition (no liquid or physical damage, no excessive wear and tear, no cosmetic defects)
Ms. stated that she was informed by a customer service representative that she should be refunded. We then informed Ms. that we would have to review the specific call that she is referencing, in regard to the beforementioned, but we let her know that per Cricket policy she does not qualify for a refund.
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.)
This is absolutely untrue. I never argue there 7 day return policy. the problem is the phone stopped working after the 7 day. I contacted the store and ask for a manager to call me back never got a call back. I went into the store and they told me to contact customer service. In the meantime because I do business on my phone I had to buy a brand new phone. I contacted customer service and explain the whole situation to them. They contacted Nokia with me on three-way. If they take the time to pull up their conversations on corded phone calls they will hear that Nokia had advised cricket Nationwide not to sell these particular models of phone because there was a recall on the charging port. At that point forget try to contact the store to find out why they were selling these phones and the first phone call they got hung up on the second phone call just went straight to voicemail. Within that same conversation in May cricket rep / manager stated because of everything that I went through that's why they were doing a full refund of the phone. They told me to contact my bank and do what is called a chargeback. This is where my bank offers a provisionary credit and I would have to file a claim. The cricket representative stated the refund will go to the bank. In June when the money was taken back out of my account I contacted cricket and Chase multiple times and spoke to several different managers and the cricket manager stated that I was not responsible for this charge which stated that in their notes. On the last conversation I had with cricket. On one of my last conversations with cricket, I got another manager on the phone this phone call was in June. He also verified that the charge was not my responsibility that I should have received a refund but that their back office deals with the refunds to send to the bank. Originally told me that they could not do three-way calling in which I told them that's untrue because they did a 3-way call when they contacted Nokia. At that point he did a three-way call Chase with me on the line and the cricket manager got a chase manager on the phone and told the chase manager that I was not responsible for the charge.the chase manager stated that that was fine but they needed to have that in writing to be able to put it back into my account. The cricket manager stated or systems are not able to do email.the chase manager stated at that point we'll isn't there a way you can offer this as a credit on her account? The cricket manager stated we don't have the option of doing that. At that point all I kept getting was I'm sorry I understand you're responsible for the money but because we are a prepaid company we have no way of refunding it. Please please please do your due diligence and pull up these phone calls that you say you record Cricket!
August 14, 2019
Revdex.com
Online Complaint
Complaint No: XXXXXXXX
Re: ***
*** Sir/Madam,
This correspondence is in response to a rebuttal filed by ***. In this complaint, Ms. states that her device stopped working after the 7 day return period. She re-iterates that she was told by a representative that she should get a refund.
We let Ms. kindly know that we do not see where it was referenced that she would get a refund, reviewing the account notes.
Also, our refund policy is apart of Cricket's Terms & Conditions.
Amounts paid for service charges are non-refundable and account balances are not transferable, refundable, or redeemable for cash. If your account is suspended or cancelled, for any reason, any remaining balance in your account will be forfeited.
Please refer to our Terms and Conditions online at www.cricketwireless.com/terms.
We 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 30324
/cb
I purchased a cell phone a few weeks ago from Cricket Wireless that is clearly defective or has defective apps. I had to exchange it once already.
The phone overheats sometimes, but the main problem is the email app is defective. I have installed & reinstalled it, per Cricket & LG Harmony over 7 times & still it does not work properly. They also told me to clear the data & cache & still it does not work. I cannot even use the phone to check my email at all at times. They told me to do a "workaround" by not using the email app & use the browswer, but sometimes that does not even work & I should not have to - I bought the phone to use ALL the apps. Cricket finally could not do anymore with it & transferred me to LG Harmony, but I have called & put in a ticket twice & they have not called me back & I still have the problem daily. The issue is that the body of emails are blank when you open them in the Email application, but if you open them in the browser or even on my laptop you can see them. In addition, when I tried to reply to them (knowing what they said from reading them on my laptop) the cursor jumped all over the place, it blinked rapidly in & out & moved up & down on the page -this happened only on those where the body of the emails were blank. The problem intermittent. They will pop back in at different times of the day. I checked the sync schedule and it is set accordingly. I have screen captures show it looks from the Email app versus from the browser. It is also now scrambling items on the screen & distorting the view of my inbox folders. I have screen captures to show ALL this. When I have attempted to use the Chrome browswer to check my emails, I will click on an email and it won't even open. So I can't check my email at ALL on the phone. I NEED to be able to check my emails on the go. The apps are defective & I want it fixed or my money back. Cricket needs to work w/LG Harmony since they sold me the phone & LG Harmony won't respond. The Case #s are: Case# CNNXXXXXXXXXXXX
CNNXXXXXXXXXXXX
I want my money back or the apps fixed!
This correspondence is in reference to a complaint filed by Ms. *** regarding her Cricket Wireless account. Ms. states that she purchased a LG Harmony from a Cricket Authorize retailer and has had nothing but problems with it. She states she took it back to the store within the 7-day time frame and she is not experiencing the same problem with the new device. She is asking for a different device.
We reviewed Ms. account and found that she'd replaced the device prior to the end of the return policy timeframe, which can be found at www.cricketwireless.com. We were also able to determine that she has called in again regarding the same issue. We advised her that she would have to utilize the warranty exchange department so that they can determine if she will receive a totally different device. She stated she would contact them to complete the exchange.
We thank Ms. for allowing us an opportunity to assist her in this matter.
Regards,
Cricket Wireless
Customer Corporate Relations
575 Morosgo Dr. NE
Atlanta, GA XXXXX
/CE
I was told this would be taken care of if I called the warranty department. I called today, was put on hold, then received the message "your call could not be completed at this time" and hung up on! Twice. This was AFTER calling 1800Cricket as told & having to be asked why I was filing this issue after being told everything was noted in my account by Corporate. Why am I having to go through this all over again?! On top of having to hold repeatedly for such a long time, twice?
August 24, 2019
Revdex.com
Online Complaint
Complaint ID: XXXXXXXX rebuttal
Re: Ms. ***
Dear Sir/Madam,
This correspondence is in response to a rebuttal to a complaint filed by Ms. *** regarding her Cricket Wireless account. Ms. states that she has attempted to replace the device via the warranty exchange team but has been unsuccessful in getting through to them.
We reviewed Ms. account and found that she'd called in again regarding the same issue with her device.
We advised her that she would have to utilize the warranty exchange department so that they can determine if she will receive a totally different device. We reached out to them on her behalf and asked that they assist her.
We thank Ms. again for allowing us an opportunity to assist her in this matter.
Regards,
Cricket Wireless
Customer Corporate Relations
575 Morosgo Dr. NE
Atlanta, GA 30324
/CE
Back on 6/14/19 Friday afternoon I called into your 800 number 3 times and had 2 Indian CSRs and one of their supervisors lie to my face and instead o
Back on 6/14/19 Friday afternoon I called into your 800 number 3 times and had 2 Indian CSRs and one of their supervisors lie to my face and instead of transferring the call to apple like they said they would they put me on hold for over 10 minutes each time and then disconnected the call on propose. I also wanted to file a formal complaint against the *** call center manager that hung up on me the third and final time as soon as possible.
Original Issue: Ever since I was switched to your $ 25.00 dollars plan with no data included I have had the issue on a public and private wifi network connection is extremely slow and will disconnect and reconnect for no reason at all. The issue is not with the phone since I have tried my same cricket SIM card in 3 different unlocked calls phones (one android and 2 Apple iPhone s) and the issue in the same on all 3 different smartphones with the same SIM card in all of them.
Back on 6/14/19 Friday afternoon I called into your 800 number 3 times and had 2 Indian CSRs and one of their supervisors lie to my face and instead of transferring the call to apple like they said they would they put me on hold for over 10 minutes each time and then disconnected the call on propose. I also wanted to file a formal complaint against the *** call center manager that hung up on me the third and final time as soon as possible. Original Issue: Ever since I was switched to your $ 25.00 dollars plan with no data included I have had the issue on a public and private wifi network connection is extremely slow and will disconnect and reconnect for no reason at all. The issue is not with the phone since I have tried my same cricket SIM card in 3 different unlocked calls phones (one android and 2Apple iPhone s) and the issue in the same on all 3 different smartphones with the same SIM card in all of them.
This correspondence is in reference to a complaint filed by ***. In this complaint, Mr. states he cannot get on Wi-fi with his device which is an Apple iPhone. He states that he has this issue on both public and private networks.
Mr. was contacted by telephone on August 5th, 2019. We advised that pertaining to his concern of our Support being able to call an outside organization, that is not our process.
Mr. was advised that a technical ticket was created to address his concern with connecting to device, so that his issue could possibly be further isolated.
We value feedback and apologize for any inconvenience or poor service he felt she 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
575 Morosgo Dr., NE
Atlanta, GA XXXXX
/cb
I tried to make a payment over the phone and through the website several times. It was telling me through the phone that I am unable to process a payment. The website kept bringing up a red banner saying bridge pay, pay now after I submitted the payment. This was a bridge pay. I called in and was advice that only corporate can see that I logged in online and check my call records to verify that I called/logged in several times before the required time. I was told you are a non refund company despite the situation. He said there was no decline payments which there would not have been since there was money in the account. A ticket was placed in. I was told to mail a letter to corporate there is no number I can talk to them. I will report it here. I was forced to over pay because of your systems.
Account_Number: XXX-XXX-XXXX
Other (Requires Explaination) This was not my fault. Please verify that I attempted to make a payment online and through the auto payment system prior to your cut off time of 10:59 pm mst. I paid $50 for the bridge payment. I am requesting $40 back due to the issue. If it will help I can provide screenshots of my attempts. I will be ok with a bill credit of $40.
July 24, 2019
Revdex.com
Online Complaint
Complaint No: XXXXXXXX
Re: ***
This correspondence is in response to a complaint filed by *** regarding Cricket Wireless. In her complaint, Ms. states that on July 9, 2019 she attempted to make her second Bridge Payment, but she experienced issues with our website. She attempted to contact customer service, but the call center was closed. She called back customer service the next morning and was asked to pay her full monthly bill.
The BridgePay agreement states "If you miss the second payment due date, you'll need to pay your total for the next month to restore your service. "For more information Please visit: https://www.cricketwireless.com/support/billing-and-payments/bridge-pay.html
On July 23, 2019 we called Ms. and advised on the aforementioned. We also explained on the multiple options Cricket customers have to make their payments moving forward. We made and exception and were able to come to an amicable resolution that Ms. was happy with.
We thank Ms. for her communication and trust that this explanation properly addresses her concern.
Regards,
Cricket Wireless
Corporate Customer Relations
575 Morosgo Dr., 12th Floor
Atlanta, GA 30324
EI
Cricket advertises full cell service in New Hampshire but that it not true.
We are on a shared plan with our nephew. We lived in NC when we bought our phones and signed up with Cricket because they advertise full national coverage. We recently moved back to NH and I am not able to receive cell service in Berlin, NH which is where we are moving to. I contacted Cricket Tech support on 7/5 through chat. I was told by their employee that first there was a cell tower under construction, and then that the cell tower was there and operational and that he needed to refresh my phone line because it was congested. I've never heard of such a thing. He assured me that would work. When I got to Berlin this morning, lo and behold, no service.I got on chat again with tech support who told me that there was no service in Berlin even though they advertise full service in NH. I told him we had paid alot of money for phones that we could not use with any other cell plan and that my plan was no longer of use to me. I said they should refund us what we paid for our phones. He told me to call 800-274-2538 to talk to a representative. He was not in America and you could tell by the verbage in the sentences. It took me over 45 min to be connected to a rep when I called and when I asked if she was in America she hung up on me. Cricket FALSELY advertises full coverage when thnat is not true.
We paid $250 over a year ago for our phones and fees to be on a 4 line unlimited plan. We cannot use these phones with any other cell phone plan. We should be refunded for them as they are useless to us all because they falsly advertised full coverage when they don't have it.
This correspondence is in response to a complaint filed by ***. In this complaint, Ms. states that she has moved to New Hampshire and she is not able to receive calls in Berlin, New Hampshire and on July 5, 2019 she spoke to Tech support who informed her that a cell tower was being constructed and she needs to Refresh her phone. Ms. is requesting a credit for the last year due to no coverage in Berlin New Hampshire.
In order to assist Ms. with her concern, we would need more information from her. We need phone numbers or account numbers.
We value Ms. feedback and look forward to assisting her with her concerns.
Regards,
Cricket Wireless, Customer Support
575 Morosgo Dr., NE
Atlanta, GA XXXXX
/EM
(The consumer indicated he/she DID NOT accept the response from the business.)
I will not post the phone numbers that were on this account or the account number online. Cricket can email me for this information. I'm not requesting credit for a years worth of phone service, I'm requesting a refund for the 2 phones we purchased that are no longer usable to us and would not be accepted on any other phone plan. Cricket advertises full coverage in Berlin, NH and that is not true. It's spotty coverage at best.
Aug. 9, 2019
Revdex.com
Online Complaint
Complaint No: XXXXXXXX
Re: ***
Dear Sir/Madam,
This correspondence is in response to a Rebuttal complaint filed by ***. In this complaint, Ms. states that she has moved to New Hampshire and she is not able to receive calls in Berlin, New Hampshire and on July 5, 2019 she spoke to Tech support who informed her that a cell tower was being constructed and she needs to Refresh her phone. Ms. is requesting a credit for her phones due to coverage issues in Berlin New Hampshire.
Please be advised that our stance remains the same in terms of credit for the phones.
A) Returns or exchanges must be done within 7 days
B) If purchased online at cricketwireless.com, Day 1 is the date the phone is received.
We Thank Ms. for her 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
/EM
On June 28th,2019 at 6pm I purchased a phone from cricket wireless store. Later that evening I noticed that the phone continued to drop calls and the speaker phone was very low. I did some research on the brand and it was said to have really bad signal. The next day June 29 at 2pm, I took the phone back with the receipt and explained the problem. The sales associate explained that she could not return it because there are a few scratches on the back of the phone. I explain to her that the receipt says that as along as the phone is in like new condition, I can return it and receive my money back because of the reception problems. The associate whose named is Asahi said that particular phone does have a lot of problems with it and she wished she would have known I was going to buy that one because she would have told me not to get it. However since she was helping someone else she was unable to say anything. She called her boss and he said no, he wasn't going to return it. We called cricket corporation and one of there representative said yes, they could but it is up to the discretion of the store. Unfortunately, I have paid $200 for a phone that I can not use and wasted time and gas without this problem being resolved.
Product_Or_Service: LG /Stylo 4/No contract needed
Account_Number: XXX-XXX-XXXX
Other (Requires Explaination) To return my money or replace it with a different model phone
This correspondence is in reference to a complaint filed by ***. In this complaint, Mrs. states that she purchased a device from a Cricket Authorized Retailer. She stated that quality of the phone was poor, because she kept experiencing dropped calls. Ms. proceeded to return the device, and the sales advocate refused the return of the device because of the scratches on the device.
Mrs. concern was thoroughly researched. Store leadership was engaged. We advised her that store returns are up to the authorized retailer's discretion. We also advised the requirements for our return policy is as follows:
Returns or exchanges must be done within 7 days
Day 1 is the date of purchase (when purchased in a store)
If purchased online at cricketwireless.com, Day 1 is the date the phone is received
Phones must be in like-new condition (no liquid or physical damage, no excessive wear and tear, no cosmetic defects)
Phones must be returned with the original contents and packaging, including the battery, charger, charger cable, accessories, documents, and a valid proof-of-purchase
A fee of up to $25 may be applied (except where prohibited) when a phone is returned without all of the original components
Any promotional gift associated with the phone must also be returned and forfeited
We contacted Mrs. by telephone on August 2nd, 2019. She was informed that her concern was escalated to store leadership, and that she would be contacted directly by leadership for further resolution.
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 ACCEPTED the response from the business.)
I am awaiting the outcome of the funds being returned to me
I am a long-time Cricket customer. I needed to replace my phone, which I did on June 29 at 6PM. I did not care for the new phone and wanted to get a better one. I returned to the store at 12PM on 7/6 and was told that my new phone could not be returned as I had owned it for 8 days. I pointed out that their return policy clearly states in 2 places that a product can be returned "within 7 days". The salesperson said that the minute I walk out the door, I have owned the phone for a day! This clearly does not follow the dictionary definition of "within" a time period. The salesperson was not able to show me where this new definition of "within" was stated in any company literature. As a result, I was very dissatisfied with this interaction.
I later called Cricket's customer service line, but they were not willing or able to overrule a decision from one of their authorized retailers.
I purchased a cell phone upgrade from Cricket Wireless. The upgraded phone was sent but did not work. I called customer services and they bounced me back and fourth between them and the warranty department until finally the warrantly department sent a replacement for the phone that didn't work that they had just sent me. They did not tell me I needed to send the broken phone they had sent me back to them but instead just charged me for both phones. When I called them to resolve the issue and get that money refunded since the phone did not work they told me it was past the ten days and I could not get a refund even if I sent the phone that didn't work back. They bounced me back and fourth between warranty and customer service again. I spent several hours on this issue but again was told that there was nothing they could do and that I would just have to pay for two phones even though one of them was the broken one they had sent me.
Account_Number: XXX-XXX-XXXX
Other (Requires Explaination) I want to be refunded for the phone they sent me that didn't work. I told them I am glad to send the phone they had sent me that does not work back to them in order to get the refund and am still happy to do so but I want my money back since they sent me a broken item.
July 23, 2019
Revdex.com
Online Complaint
Complaint No: XXXXXXXX
Re: ***
This correspondence is in response to a complaint filed by *** regarding Cricket Wireless. In her complaint, Ms. states that she purchased an upgrade from Cricket Wireless. She had issues with the device purchased. Ms. had the device replaced through the warranty exchange program. She states that she was not told by anyone that she needed to return the defective device back to warranty. She was charged for not returning the device. She contacted the warranty department for assistance but was advised that she was passed the return period. She is asking we assist her returning the defective device and provided a full refund for the amount paid for the device.
We researched Ms. account and found that on July 22, 2019 her financial institution charged back the full payment made on May 24, 2019 for her online purchase and placed it back in her bank account.
We attempted to contact Ms. on July 22 and 23, 20196 to advised on the aforementioned but could not get a hold of her. We left her a message with our contact information.
We thank Ms. for her communication and trust that this explanation addresses her concern.
Regards,
Cricket Wireless
Corporate Customer Relations
575 Morosgo Dr., 12th Floor
EI