Cricket Wireless

I would like to start out saying I have been lied to by Cricket Wireless since I started service. I was told I would have great service at my address, which I do not. I get LTE but can't even make or receive calls. My most recent complaint is, my most recent phone was broken just the other day to an extent that I could not even use it. I contacted cricket not once but twice about switching my service to another phone that I already owned. Well, the first time I spoke to them over the phone, I was told that due to my account being in "bridgepay" I couldn't switch my line to another device I asked to speak to a supervisor and was accidentally disconnected. So I figured I would contact them again later and speak to them via the chat within the "MyCricket app". I spoke to an agent who told me the same thing the last did and I asked to speak to a supervisor yet again. This time I did speak to a supervisor. They proceeded to tell me the exact same thing the previous agents told me that I couldnt "upgrade" while on bridgepay, but their definition of "upgrade" is activating a NEW device, however the one I have is an older device that I've had for a while. I told the agent it wasn't right that I would still have to pay for the days I couldnt use my phone and she agreed to add a $15 credit to my account after the Bridgepay is lifted. I did a little research for myself online and found a forum talking about switching service from one cricket phone to the other by just swapping out the sim card. So I tried that and it works fine. I'm tired of being lied to by a company that I am loyal to and that I pay good money to EVERY month for their service and have NEVER had my account suspended or even terminated.
Account_Number: XXX-XXX-XXXX

I am trying to end my service by midnight tonight before the next billing cycle. I have already paid it early and would liketo be refunded for service I don't want or need! I have gone to the store where I paid and the customer cr. I paid this early as I was late the last month and paid a reconnect fee. I did not be know I would be getting my SafeLink phone before the payment due date. I would like a refund of the payments and no further contact with this carrier!
Product_Or_Service: Samsung /Galaxy/
Account_Number: XXX-XXX-XXXX

Due to poor service and poor customer service I ended my moth to monthe phone service with Cricket and went to Verizon. I had a $120.00 postive ballance when I ended their service. I called to see why this money was not returned and I was told they saw it was posted to my account but dissapeared when I closed my account. Nobody can tell me where it is. It was noit returned to me.
Account_Number: XXX-XXX-XXXX

I purchased a cell phone online on 9/13/18 from cricket in the amount of $109.49. This price was for a phone, a sim card and an unlimited monthly plan. The phone # assigned to the phone was XXX-XXX-XXXX. I received the phone on 9/14/18 and when I turned the phone on and inserted the sim card I kept getting an error message. I called customer service at 800-274-2538 and explained what was happening with the phone and I told them that the micro sim card that was sent with the phone didn't work. I was told by the customer service rep. that I should of had a universal sim card with the phone. I was told that the wrong sim card was sent with the phone and I was transferred to the warranty department. I explained to the warranty department that the phone did not work with the micro sim card that was sent with the phone and I asked if they were going to send me another sim card. I was told no that I would have to buy one. I disagreed with buying another sim card because I didn't know for sure if that would resolve the problem with the phone. I was given a return authorization # (RAXXXXXXXX) to return the phone. I asked if they were going to be sending me another phone and I was told no. I dropped the phone off at a UPS store on 9/17/18 and documented on the original invoice that I placed inside the box with the phone that I wanted a credit issued and I wanted the account closed. I only received a partial credit of $54.49 which was for the phone, the defective sim card, and taxes. I did not received a credit for the unlimited monthly plan that I selected which was $55 and they are refusing to issue a credit. In fact they never closed the account and they are telling me that I have to pay them $60 to reactivate the account because it is suspended. When I asked how can they charge me $60 for a account that I requested to have closed and that I don't even have a phone for they don't have an answer for me. These people are taking advantage of consumers and this needs to be stopped.
Account_Number: XXX-XXX-XXXX

Received two I Phones SE after setup 1 of the phones did not work. Cricket offered to send a reconditioned phone after return of the new phone just received. After declining a used phone were we left with no choice but to cancel the service. According to the rep for Cricket we would still have to pay for 1 months service even after explaining we had to have service to find out the 1 phone did not work. Both phones have been returned and received by Cricket as of 8/6/2018
Product_Or_Service: Apple /SE/unlimiited
Account_Number: XXX-XXX-XXXX

Previous Cricket customer. Brought my own device from another carrier (***). Have spoken with Cricket customer service as well as Apple customer service and have gotten nowhere. Any assistance would be greatly appreciated. Cricket agent advised that I could resume service with them for 6 months to correct the issue. I feel this is the primary reason for them not honoring my request to have this device unlocked.
Product_Or_Service: Apple /iPhone 6/
Account_Number: XXX-XXX-XXXX

I purchased the ZTE blade x max from a cricket wireless dealer in Rockford Illinois. 2 weeks into using it I started having issues. The internet would drop sporadically, the phone would lock up, I wouldn't receive emails or phone calls. To this day ice had serious issues. The Rockford store told me they cannot issue a full refund for the phone due to it being used. They absolutely refused to make it right. I've contacted Cricket multiple times, ZTE, and have performed all tech support. The phone is absolute garbage and Cricket refuses to help. I have blood clots in my lungs and this condition can kill me. I have missed highly important calls from my doctors and have missed appointments and reminders because of these issues. Cricket has made it clear that my life or death is unimportant to them. I want this problem resolved
Product_Or_Service: Other /ZTE blade x max/
Account_Number: XXX-XXX-XXXX

I have a cricket prepaid plan with 5 lines for $125 a month. I have been a customer of Cricket since 2015 and continue to be a regular customer. Recently I purchased 2 moto e5 cruise phones locked to cricket wireless bearing imei numbers 3518 4009 1075 923( this is for line XXX XXX XXXX) and another imei 3521 6810 1017 167 (for my line XXX XXX XXXX). these 2 numbers are part of my family lines on the same account number XXX XXX XXX.
The complaint is about unlocking the devices as I have to travel internationally to India where cricket does not have coverage and hence need to use the devices with other providers. So I contact cricket customer service number of times and they refused to unlock stating cricket policies but did not help escalate this as this is a genuine case of international use where cricket does not have coverage. Also I continue to be a cricket customer with more than 3 years of service and its not like I am trying to run away from cricket after unlock.
Product_Or_Service: Motorola /moto e5 cruise/
Account_Number: XXX-XXX-XXXX

I have been a cricket customer since it opened in my area in 2007. We have three lines on our account. In October my old phone stopped working and I had to get a new one. When I went in the store closes to me to shop. I had a CSR who really messed things up. He locked me out of my google account and I was unable to get a few years worth of pictures. Including my step dad who is now deceased. I went back and talked to the manager who advised I could reach out to google and see about getting my account back and do a recovery. I tried for days and nothing. So I moved along and then on Saturday my phone fell and the screen cracked. I went back to the store and got the same CSR who is so rude and unknowledgeable. He told me you don't have insurance, well I was supposed to but he had messed up my account before so no surprise. I asked him if there was anything I could do. He said yeah buy a new phone. I was like well I just did on 10/30/18, which he is the one again who had messed that up too. I asked him for a manager and he advised there wasn't one here. I asked him for a card and he said to me real loud and laughed. Why? Have I been bad. and laughed. I was so embarrassed in front of other customers. My husband was shocked at how we were treated. I called Customer Service today and was advised that I could reach out to LG who is my provider. They advised for over 100.00 they could fix my screen. I was supposed to have insurance and now I been treated poorly by the same incompetent person as before and have a cracked phone.
Product_Or_Service: LG //
Account_Number: XXX-XXX-XXXX

My phone turns on and stay stuck on the Cricket screen, and I can't make calls because I cannot get to the dial screen. I went into the Cricket Wireless store located at 17029 S. Torrence Ave., Lansing IL. 60438. I enter the store at 6:22PM on 06/25/18. There was one person servicing all the customers. The associate was very rude and disrespectful to while I had waited about 40 minutes while she was servicing another customer. She called a gentle name Lewis I believe, while still servicing the other customer, asking him about my situation. I ask to speak to Lewis and she hand me the telephone. Lewis explained to me that my manufactures warranty was over but that my insurance would replace the phone but that I may have to pay $20 to $40 for the deductible. I guess the young lady in the store filled she had covered her tracks after I spoke with Lewis. At first she stated she could delete all the information in the phone to get it to start back up, and Lewis confirmed that is possible but that I would lose all my data. After getting off the phone with Lewis I ask the young lady to delete all the information so I can use my phone, she refused to delete the data and became very disrespectful in front of the few customers that was in the store. I ask her to provide me her name she spelled it out Emilly, I ask her if she have a last name and she said D. I asked her is D her last name and she stated I am the only Emilly that works here. I went to my car and called the corporate office. I was instructed to get her I.D. number and as I was approaching the door, she stopped serving a customer to run and lock the door, which is was after business hours. I ask her through the door for her I.D. number, and she stated that she did not have one. I went back to my automobile and continued my conversation with the customer service person and explained what she had just done. He apologized to me and provided me the Corporate Office address.
Product_Or_Service: LG /Escape 3/Pay As You Go
Account_Number: XXX-XXX-XXXX

On February 28, 2014 we went to the Clairemont Cricket Store (XXX-XXX-XXXX) to switch our cell phone service from AT&T by signing up for the 5 smartphones for $100 promotion that was going on at the time. The account number is # XXX-XXXX-XXXX. The employee who helped us, explained that we were being charged $250 for our plan right now, but will be credited back $150. We were never given that $150 credit to this day. We went back to the store back in August 2014 and were told to call the Cricket billing department, who told us to go back to the store. We called the store, and they said they would get back to us, but never did. I contacted cricket again and they said they would look into it. On June 24, 2015, we merged to the new Cricket and remembered that Cricket still owed us $150. So I again reached out to cricket on June 25, 2015. They gave me an email address and physical address to send a copy of the receipt to. They also gave me an investigation number PRXXXXXX. Also, I noticed on the receipt that there are 2 separate activation fees. One totaling $75 (5 lines x $15), the other $120 (4 x $30). So I'm also wondering what the 2nd activation fee of $120 was for.
My family gave up, but now I am trying the Revdex.com to help get results.
Account_Number: XXX-XXX-XXXX

Had to call 5 times to obtain an unlock code for my phone. It started after I noticed on the Cricket "Account Settings", then "Get Unlock Code" website that it showed that I had "0" days to unlock my phone. Because their website said 0 days, I requested that it b

On call #1, they said that they would put in a ticket to provide me with an unlock code (after I told them that their website said 0 more days). They said that they would text me the code. I thanked them and hung up. However, the code never came. The website also changed when I tried to obtain a code again (from saying 0 days to say "Oops! Something went wrong. Please try again later.").

On call #2, they said that my phone was activated on 17 March, and that I needed to wait until 6 months to get my unlock code. However, they said that I had to wait until 15 September. I got upset and hung up (not my finest moment)

On call #3 (on 15 September), they said that I had to wait until 17 September to get to 6 months (even though the second person said 15 September). I got pretty heated again, but they shut me down again.

On call #4 (on 17 September), they started out by saying that I had to wait "until tomorrow" (18 September) to get my unlock code.

On call #5 (on 18 September), they stated by saying that I had to wait 6 months. I told them that I it was my 5th call and that I was submitting a Revdex.com complaint. They said it would take another 3-5 business days to get the unlock code (pushing the date to ~23 Sep)

I am not a person who usually gets angry about things. But, the amount of institutionalized barriers to getting unlock codes (despite it being a feature on their website) says that they are trying to create the illusion of consumer choice. Their customer support personnel seemed to be reading a script that merely allowed them to tell the customer that they can't get the code. It makes me believe it is company policy to restrict customers from unlocking their devices.
Product_Or_Service: LG //2 Gb ($30/month prepaid)
Account_Number: XXX-XXX-XXXX

I purchased a Motorola Supra from th Taylorsville Cricket store location in NC on February 2, 2019. After several days of strange behavior that I was able to fix, the device suddenly shut down and went back to the factory default on it's own. This happened outside the 7 day replacement warranty period provided by Cricket. Even after explaining what happened and asking to exchange the phone for a better, more expensive model and pay the difference, I was denied this possibility. I even found that the Motorola I purchased had a pedometer app containing adware. Until I found the source, I was seeing ads on both my lock screen and home screen until I uninstalled the app. After all this and mentioning it as high up the chain of command as possible, I was ultimately denied my request. I was offered to receive a replacement phone, but I denied this "remedy" since I no longer trusted the brand. If I had to be up for work the morning it happened, I wouldn't have gotten up on time and no one could have called me. Because of this, I wanted to switch to an LG. So now I'm out $400 on two phons in the span of two weeks because of software problems discovered on the original only after the limited replacement warranty.
Product_Or_Service: Motorola /Supra/Unlimited
Account_Number: XXX-XXX-XXXX

I went in and was told that I was being sold two iPhone 6's for 100$ And one iPhone 6 for 199$ on a progressive payment plan. Come to find out it was two 6's and a 7. But the retailer did not disclose that that 7 was almost 500$. After the sale was completed I left and got to looking at the receipt. Went back into cricket and told them that I would like to exchange the phone for a different one, that was close in price because if we were going to pay that much, we might as well get the phone we wanted. The salesperson said that we could do that. It would just be 50$ and then the 50$ for the first phone would be refunded and it would be basically an even swap. Then when I went to actually trade the phones the same salesperson informed me that she lied to me again and I wouldn't be getting the other $50 back and that I would have to pay an additional $62. So I decided to return all of my phones because of the dishonesties of the salesperson and company. They refunded my $50 down payment for the phone, but are refusing to refund my $111 for service that I paid for in advance for the next month. I also asked to speak to a district manager, my name and phone number was taken, and I was promised a call that evening, and the district manager has not called me. His name is Phillip Schwartz and the representative in stores name is Sharon.
Product_Or_Service: Apple /iPhone 6s-2 iPhone 7/Unlimited
Account_Number: XXX-XXX-XXXX

After saying my phone was compatible it didn't work with cricket Sim card after paying $35.00. When it was discovered it wouldn't work they said I had to buy a cricket phone and no refund was offered. I requested repeatedly for a refund and denied. They are dishonest and trying to make the customer pay more money after you activate your account.
Product_Or_Service: Motorola //
Account_Number: XXX-XXX-XXXX

I ported my number, XXX-XXX-XXXX, to the AT@T 2 days before my last billing cycle. I turned the Auto Pay off prior to doing that; however, found out there was $35 taken out of my credit card by Cricket a day after porting my number to the AT&T.

I called the customer service three times. The first rep told me to call the bank and have the payment canceled while it was in the "pending" status, which I did and was told by the bank that there was nothing they could do because it was an automatic process. The 2nd rep suggested me the same. I called the bank again and was asked to talk to the management. I did it but the manager at Cricket told me it was a system process and there's nothing he could either and refused to refund the money.

Below are time table:
7/4/2018 - projected billing cycle start date
7/2/2018 - turned off the Auto Pay and ported out the number, and called the customer service to have my payment canceled
7/3/2018 - money was taken out of my card
Account_Number: XXX-XXX-XXXX

I joined cricket unsure of the exact date. But I am trying to become more independent, so my mom gave me the money to join and I went to the store in Lexington, Tn and bought my first phone. I told my mom how I could get 4 phones for everyone in the house for$100. a month. the problem came later. My sister moved out and we cut her phone off. My mom got a Cricket phone as a gift and changed it to her personal phone. After a short period of time (2 or 3 months) the phone would no longer take pictures. It was giving a picture error. She called Cricket. She is an adult and the phone she purchased in her name. She also pays the bill for all of the phones. Each time she would call, Cricket Rep would say they had to speak to me. So that is one issue. When we called about the phone not taking pictures, they referred us to the warranty department called ASSURION. They directly connected me. Okay so my mom spoke to the Assurion representative who explained to mother that the LG STYLO (built in stylus)III Phone had a defect and maybe a recall or something and that the phone was under a 1 year warranty with LG. that my mom should take out the sim card, and the back cover off, and the phone would be replaced. While my mom was removing the cover the cover cracked which should not happen as the back had never been taken off before it was flimsy and not a quality material. She was opening the back and the pressure of simply opening the phone back cracked the phone horizontally on the back. When Cricket offered to replace they insist that the phone be taken to a UPS store (30 miles away), and they pay shipping both ways but they do not provide a loaner, nor do they provide credit for lost service days. The phone was sent right away and in 2 days she received the phone. She got the phone and when she got it they had not sent a new complete phone. They just sent phone parts. The phone was missing the stylus and the back cover. I have called about 10 times from Customer service to Assurion and no results.
Product_Or_Service: LG /Stylo 3/family
Account_Number: XXX-XXX-XXXX

I was switching services over to Cricket and had multiple problems. I had to place my order 4 times ranging from June 4, 2018 to June 8, 2018. My order kept getting cancelled and I stayed in touch with customer service who didn't make anything better. I was transferred to multiple floor managers who didn't even know what they were doing. I got 2 rude representatives who handled me terrible because they didn't know what the problem was. The reason I kept placing orders is because I was instructed to because they supposedly fixed the issue. Then what made matters worst my money was suppose to be put back on my card within 48 hours for which didn't happen. Cricket kept all my money on hold, I even called the bank with a Manager on the phone and they was suppose to fax in some information so all my money could be released for which never happen. So each transaction took 7 days which was almost a month total to be placed back in my account which had me in a bind because that was $80 each($320) totaling 4 transactions. It was a horrible experience. I have 3 people on my account and for me to actually finally get service I had to visit a store because I had no other option. The reason that was a problem because I had to pay $25($75) each person for activation because online wouldn't go through. I don't understand how it wouldn't go through but it went right through in the store and I don't feel that was fair for me to have to pay activation fees when I could have done it all myself. In all the experience was time consuming and a financial burden due to the fact the managers and customer service representatives did not know what they were doing nor did they take the steps as they said they would so my funds could be released as my bank advised them to do.
Product_Or_Service: Motorola /Moto e5 cruise/Unlimited
Account_Number: XXX-XXX-XXXX

On December 3rd 2018 I'm visit the Cricket Wireless communication store at 1445 West Pleasant Run Road in Lancaster Texas XXXXX. I was helped by the manager *** D as I had several transactions that I wanted to complete. I first asked how much my balance was because there was a credit on my account from adding my husband's phone to the three lines to make it four lines for $100. I was told that my balance was $46.90 which I paid with invoice number XXXXXin9538. this left my balance at zero for the for phones I currently had on my account. I inquired about adding a line for my grandson and was told that I could add another line I chose a phone for him that was a Alcatel tetra at 19.99 to add. I was told that there would be a $15 activation fee and a $32 first month service fee I also instructed her to add a case which was on sale for $25 at this time I was told that the total charges would be $92.01 when I inquired why it was so much the manager *** stated that I was paying for the phone, the activation fee ,the first month service the case and ins that's why the amount was so much. So I paid that on invoice number XXXXXin 953 9. I also had a replacement phone for my son who was on the account . this was to upgrade my son's phone because it was broken I paid 39.99 for the Moto E5 and there was a account credit of $0.70 that was added I also got him a case for his phone that was valued at $25 there was a bundle coupon that was applied to this account for $25. Right after that I did upgrade my daughter's phone who I had with me she traded her phone which was a Samsung Galaxy amp Prime 2 and received a $20 credit I opted to get her the Moto E V Cruz and was charged a $25 upgrade fee and there was a $0.70 credit apply to the account there was a $25 charge for the glitter case and a $25 credit added to the account to cover the case the total for her transaction was $93.66. again I was told that this was because she was upgrading the phone and received a new case. I also inquired about a
Product_Or_Service: Other /different/
Account_Number: XXX-XXX-XXXX

I had my account set up on auto-pay my new contract started on the 6th of the month 11/6/2018 was the new contract start time. I called on 11/5/2018 to inform them that I was canceling the service, I was told that my payment was also processed on that day for the new month. I told the rep that I am canceling the contract so will they refund the payment that was taken because I was not entering that new month of service. I have been denied my refund and unable to get my money back, I canceled that day and also took the number with me on my new phone provider
Product_Or_Service: Other /Allcatel/***
Account_Number: XXX-XXX-XXXX