Cricket Wireless

In Cricket cell phone unlock policy, they need the customer either using their service for 6 months or using unlimited plan before 01-04-18. I bought the iPhone SE and 1month unlimited plan on 12-02-18. Because I qualified for unlocking policy at that time, the agent from cricket gave the unlock code and unlocked my cell phone. But 9 months later, I found my cell phone is locked again by cricket. They gave me the absurd excuse that the reason they can't unlock my cell phone although I qualified to unlock policy, because I am not their custom right now.

The cunning way to cheat custom to buy their cell phone and high price service is to unlock the cell phone until the custom port out, then lock it again. Just can't believe!
Product_Or_Service: Apple /iphone SE/unlimited
Account_Number: XXX-XXX-XXXX

We went to Cricket in Neenah, WI to get a more affordable plan than Verizon and also asked if it had access to the internet such as hotspots because we watch Netflix on our PS3. We are in between looking for more affordable internet. In the man time, the agent in Neenah said we should just be able to use the hot spot. We got the unlimited plan, and that the extent. Today, January 24th, 2019, long after purchase we received a threat via text that we must stop using the hotspot as we are violating terms of service. The agents we called were clearly outsourced and trained to do nothing but take money. They do not help anyone. They changed the story several times telling us we are eligible based on the plan and my phone. They were about to transfer us to pay $10 out of nowhere. We have a screen shot that shows on Crickets website that we should be eligible on the highest plan, which we are on. It mentioned being able to use either cricket device or compatible. The agents on the phone kept changing their story. We were just trying to add the hotspot to our plan. They said the terms of service say it HAS to be a cricket Device. That was thrown in there after being transferred several times. This worst I've ever been treated by a company. This is false advertising. There are plenty of companies that reward you for bringing your phone to them and switching service. Cricket punishes? Absolute bullocks! The phone e conversation was recorded on my end to display for anyone interested in their lack of customer service. We just want the hot spot and not be threatened. Treating one set of customers with a certain phone type meaning cricket device vs otherwise is a discrimination, and the world will know about how they treat people who only the services and not the phone. To get the hot spot service through cricket you have to owe them the $900 for the device. What a scam. Busted. Fix this or I will take it to the media.
Product_Or_Service: Samsung /S9+/Unlimited extra plan
Account_Number: XXX-XXX-XXXX

Cricket is accusing me of using the phone as a mobile hotspot. Which they had then suspended my line and told me I had to purchase a new phone and add hotspot to my new phone. The reason I'm filing this complaint is because I'm not using that phone as a mobile hotspot. They are in the wrong by turning/suspending the line. They won't turn the phone back on because they claim it's being used as a hotspot but it's not being used like that.
Product_Or_Service: Samsung /Galaxy s6/cricket
Account_Number: XXX-XXX-XXXX

I went to Cricket in Wadesboro, NC on Dec 11 & bought an iPhone 7plus and I wanted (3) 6s plus for my kids. I got the family plan (4 phones/$100 per month. Auto pay from my bank account. The 7 plus was $611.37 total. The other phones were out of stock & the worker told us to go to another store and buy Straight Talk iPhones & they would work with Cricket ports. Two weeks later we finally found the phones on Christmas Eve. We went to Cricket & the same worker was there. She took the sim out of my son's old Straight Talk phone & it worked. (only because he had prior service for over a year)Two phones would have new numbers & two would keep their old numbers.
So we set up the family plan, paid $25 per phone for activation, paid 1st month on one and $10 sim kit per phone =$157.29 & she began the set up process. We sat and watched her insert the sim into two of the brand new phones. They didn't work. She called Cricket headquarters and tried getting help from them. No help. She then called Straight Talk after finding out their ports won't work with Cricket. Straight Talk said we have to have the phone in service for at least a year even though she explained what happened. Cricket won't refund the fees on the 3 phones we never got turned on.
We returned the (3) 6s phones ($1200) and waited on Cricket to get phones in stock so we could use the service they won't refund us for. Even though the employee is the one who made the mistakes. First by telling us Straight Talk would work. Then by making us pay before she even started the activation process.
Now it is *** 10 and my kids still didn't get a phone. Cricket keeps saying they are out of stock. I spoke with the manager Sherry Prenell once over the phone & she said she would meet me on Thursday(today). She never showed and I waited 2 hours. I give up . Over a dozen phone calls and several visits to this store and they refuse to help me. I want a refund of $157.29.
Product_Or_Service: Apple /iPhone 6s plus/55UNL
Account_Number: XXX-XXX-XXXX

I was repeatedly lied to by agents in the call-in customer service department. This was regarding a cancellation of an online order. I believe the company intentionally misled me in an attempt to avoid issuing the refund I was due.

I ordered a SIM card and one month of service on June 13th, paid by credit. 5 minutes later I realized I used the wrong shipping address, so I called to change it. I was told it was not possible to change the address, but I could cancel the order. Agent #1 promised to call back in 2 hours to confirm the cancellation and full refund (though the refund would take 7 days to process). 2 hours later no call, so I called agent #2, who said the order was still processing and could not be cancelled for 1 more hour. In 1 hour I called agent #3, who said he handled the cancellation and I would receive an email confirmation in about an hour - also that the charge would not even post to my card. No email, so I called agent #4, who promised the same thing. No email, instead, I received a notification that the SIM card was shipped. So next day I called agent #5, who said that now it was not possible to cancel the order, so I should wait until it arrived, reject the package, and that Cricket would issue the full refund. (Meanwhile the charge posted to my card.) I rejected the package and it was returned to Cricket on June 20th. I called the next day and agent #6 could not find that the package was received, then hung up on me. Called agent #7 who confirmed the package was received and the refund would be processed by June 25th. No refund, so I called agent #8 who said it was still processing as the timeline was 7-10 business days. Got bronchitis and couldn't call back until July 6th - agent #9 promised she was handling it and would call me back in 1 hour. No call, called agent #10 who said a full refund wasn't possible, only the service charge. Spoke to a supervisor who said they actually had no way to issue refunds, and my only option was to dispute the charge!
Account_Number: XXX-XXX-XXXX

My complaint is that I made a payment of $40 with bridge pay and the rest of the payment was due on 10/30/2018 and when I tried to make my payment on my app and through the automated it said temporarily un-available so I wasn't able to make the payment, so as soon as I got up I checked to see if the systems was working my services had been disconnected. I spoke with 3 customer service representatives and 3 supervisors on 10/31/2018 who all gave me different stories even was lied to by a supervisor named Chris I.D. *** who totally gave me false information after finally talking to supervisor *** I.D. #XXXXX who gave me the correct information after talking with Cricket from early morning of 10/31/2018 till late evening. I was hung up on by supervisor M.J and even handled rudely by a representative Rachael. I had to pay $90 to get services back on for which it wasn't my fault that I couldn't pay because the system was down. Since I've had services to begin Cricket has taken advantage of me and taken money that I shouldn't have to be spending on my phone. In the beginning I had to go through 6 transactions of over $300 waiting to be refunded to me even being late on other bills because Cricket was holding my money for 7 days instead of refunding in the 48 hour period they claim and this was all documented by the numerous reps and supervisors I spoke with. They had me continuously making my order online which declined with no explanation, but because I needed services I went in the store which charged $75 for activation fees when I should have been able to do it online. I really hope you look into this company because they're very unprofessional. You will get hung up on with no call back, if told they will call you back they don't, you will be talked to rudely and asked personal questions that a customer service rep. shouldn't ask, just overall you rarely will talk to someone who knows what their talking about and handle you professional.
Product_Or_Service: Other /Alcatel Pixie Theater/Unlimited
Account_Number: XXX-XXX-XXXX

dear sir/madam,

I had been a Cricket customer with good standing for more than 6 months and bought the two LG phones as new.

I called a few times to unlock these 2 phones including a recent call 9am Feb XX XXXX, no luck cricket refused to honor unlock. I have the two phone as a nice phone as waste. Please take care of your former, current and potential future customers to honor unlock.Thank you.
Product_Or_Service: LG /LG (IMEI XXXXXXXXXXXXXXX and XXXXXXXXXXXXXXX)/2GB Data
Account_Number: XXX-XXX-XXXX

Long story short; I went to switch to Cricket. Talked to the Rep and she helped me pick out 3 phones, she put SIMS cards in (with my help, as her nails were too long to do it herself) and put them in the boxes, I picked out 3 items for $39 and wrote a check for $259! (which were 2 cases and a car charger). So, nothing was transferred from my old phone to new phone. Got home and tried to do it myself. Well, after how many days of calling them and them telling me to put an SD card in (I put one in, but unbeknownst to me took out the sims card), so phone didn't work for 1.5 days. I finally decided to go back and have them transfer everything. Now, I find out the phone that she sold me had half the gigs of my old phone. Well, no wonder not everything would transfer. Hmmmm.....if she would have done her job and transferred everything the 1st day, she would have known that! So, I spent 2.5 hours on Thursday with Rep trying to get everything to transfer, which was NOT going to happen. Then, I spent 5 hours on Friday and after talking on the phone for 1 hour with customer service, decided to switch phones so that I could have one that was same gig as old one and add an sd card...brilliant! Nope - was told it couldn't happen because they have a 7 day return policy, which I was not aware of and not told about! Eventually, after giving her my old phone I paid $70 for and getting credit of $35 and turning in my "old" phone (Samsung 7 Edge), I paid $110 for other phone and can't exchange my phone charger for one that would fit my phone! I am so disgusted with this Cricket store, I can't tell you! I had been more than patient and if I had been told the truth from the get go, it could have been fixed the 1st night!!
Product_Or_Service: LG //Unlimited
Account_Number: XXX-XXX-XXXX

We purchased 2 brand new phones from the Cricket store in DeSoto Missouri in June or July of 2017 my phone is still under warranty for about three months my phone would not hold a charge I purchased several different Chargers finally took it to the store and it ended up being the port after having horrible customer service from different retail stores and being sent to the UPS Store several different times a representative directed me in the right direction that in fact I had to go to the Post Office to send the phone off so I did and when I received the "new" phone within a week and a half two two weeks it was doing the same thing except this time the screen would flip upside down I would have to tap the screen a few times in order to get it turned I have spoke to customer service I have spoke to the warranty and has been informed that any phone sent through the insurance or the warranty department will be replaced with a refurbished phone I did not purchase a refurbished phone and I have numerous times asked for a new phone as I purchased in the beginning I feel as if I continuously get refurbished phones I'm going to have to continuously send them back they are refusing to replace my phone with a new phone off the shelf as I purchased as I said my phone is still under warranty and by that I feel they are obligated to uphold the warranty as I stated to them at no point of time was I am formed that if something were to go wrong with the phone under the warranty protection plan that it would be replaced it only replaced with a refurbished phone I explained to them that is not considered a warranty on the phone I purchased I explained if I had brought in a phone as my own I would understand however I did not and did purchase a brand new phone as I stated off the shelf and do not feel receiving a refurbished phone is acceptable and scandalous on their part
Product_Or_Service: LG //
Account_Number: XXX-XXX-XXXX

My wife and I went to a cricket dealer to get her a new phone. Upon us buying a new phone our plan was changed without or consent from 5 lines for 100 dollars, which we were grandfathered into, to a new setup cause they changed her number from 5 gigs a month to unlimited. When I realized this that night I attempted to have them fix the problem to which I have been given multiple reason to why it couldn't be. All we did was get a new phone they have tried to use that as a reason to change the plan and kick us from a grandfathered plan, due to there mistake. I have contact with the company thru Facebook where they show what constitutes changing the plan none of which shows new phone. But they use it saying the IMEI needed to be changed so the plan was changed which is a lie due to the fact they moved it back to 5 Gigs with no trouble for the plan.
Product_Or_Service: Motorola //
Account_Number: XXX-XXX-XXXX

Suppose to have unlimited everything plus the additional weathering. Doesn't work 90% of the time. Called and called, said ZTE phone wasn't great needs updated phone, went and wasted another $192 to get Motorola phone, still getting in and out service, mostly out, dropped calls or can hear them they can't hear me. Have tried to explain to them I'm disabled, fall a lot, need working phone in case I have to call 911 plus would be nice to talk with my kids.
Keep getting excuse after excuse that they are working on tower, doing maintenance to tower, tower down not our fault, it will he better in the morning, it will be fixed by July 4.
Everything worked fine for about the first month then just went to ***.
So I basically have no phone most of the time, text are iffy, data/internet is just horrible and doesn't work so can't communicate with my children. But yet they still are happy to bille every month even after their customer service has been notified numerous times over the past 3 months or so.
And was told today that I could drop them and go spend more money to go buy another phone and go with another service. Asked if they were willing to purchase all my phone's back and refund me for the 2 activation fees that they charged me to upgrade to Motorola phone and refund me for the time I have wasted on their horrible service. The employee laughed and said no they can't do that.
Product_Or_Service: Motorola /E5 cruise/Unlimited everything plus theathering
Account_Number: XXX-XXX-XXXX

For weeks now I have had no service in my new residence. I was told it could be my phone so I purchased a new Iphone 8 from Progressive Leasing. In addition, I called Cricket to put in an order to have them see what could be causing this issue. They told me they would call me in a week or less. To this day I have yet to get a call and still have no service. I am currently paying for a phone and service and am unable to use either. On November 15, 2018 I attempted to switch my service to Verizon. I was told my phone was locked and I needed top contact Cricket. I spoke to a supervisor by the name of Andrts and he gave me an ID OF 26885(unsure if this is valid considering they have given me false names and ID numbers previously). I did confirm that the call was recorded because I would be taking additional measures to handle the issue. He refused to unlock my phone and told me I needed to wait 6 months. I told him I am not going to continue to pay for the phone and a service that I can not use for a whole six months. He continued to repeat him self but assured me he "understood".I asked him what solutions he had and he had none. I have been with the com(pnay for years and this is the last straw.
In Cincinnati, Ohio we had an ice storm and the power was out on this day. I was not able to use my phone for this emergency situation because of Cricket and I was with out power or communication with a 4 month old baby! He told me that he is the "highest supervisor" there in the Cricket company and I was not allowed to speak to anyone else.
Product_Or_Service: Apple /8/
Account_Number: XXX-XXX-XXXX

My names is *** I cancelled my phone service with cricket wireless on November 3 ,2018 and they debit my bank on accounts the same day for 50.00 I called customers service and ask them could I get a refund since I had just paid my bill they explained to me that there was nothing they could do I pretty much lost my 50.00
Product_Or_Service: LG //
Account_Number: XXX-XXX-XXXX

On 7/12/18, we attempted to upgrade a ZTE phone on our plan to a newer iPhone. Note, our
ZTE is in perfect working order. The iPhone was found to be defective before we left the store but after the SIM card was used. This took over 2 hours as we were told that the iPhone needed to charge. The clerk eventually refunded our money for the phone but refused to refund the activation of $25 plus tax. We left the store with our original phone. We were told that the phone we came in with was not working but would eventually; it just needed time to adjust and update.

After calling 611, I spoke with a Cricket representative who refunded the $25 but not the tax. This took another 1/2 hour of my time.

By 6PM, the original ZTE phone was still not working and we returned to the store. The clerk did admit to his error and fixed the phone. I explained to him that I also wanted the $2.18 that was charged for tax. He told me that he would not refund the money because we received a new SIM card to get our original phone to work. I do not accept this. We came in with a working phone and expected to leave with one. We did not receive a new phone or upgrade and therefore should be eligible for a full refund, tax included. I also asked to speak with the manager/owner of the store which the clerk called but refused to let me talk to. This trip took another hour of my day. The store is refusing our tax money back.

Just a further side note, this is the authorized dealer on Transit Rd. in Depew, NY. This is the first time I have written a formal complaint, but not the first time I have had issues with a clerk and the owner. The owner refuses to speak with customers who have issues and/or questions. Terrible customer service and staff that is not well trained.
Product_Or_Service: Other /ZTE/Ronald ***
Account_Number: XXX-XXX-XXXX

I requested a suspension because I will travel overseas, when I came back , they said "we cancelled your numbers result of your travel and didn't pay for less than three months."
I asked them to return my numbers but they we can't.
How can I get my numbers or get something instead.
Account_Number: XXX-XXX-XXXX

I am entering this on behalf of my wife, *** It is not the plan that is in dispute, but the phone itself.

We've had numerous problems with the phone, unexplained battery drain, rampant ads, apps not working, phone shutting down. The biggest problem is the phone will not, cannot update to the newest version of 5.0.

We have contacted Cricket numerous times their tech people cannot fix it, Samsung says it can be updated, and we tried going to a store to have it updated, they said it was, but it didn't..still version 4.2.

I tried contacting John *** president of Cricket and was handed off to Chelsea *** I explained the issue to Chelsea numerous times, that Cricket is preventing the update. I further explained that I personally have a Galaxy S4 through *** that did upgrade to version 5 with no problem. All I asked was either fix her current phone, replace it or offer her a new phone at the new number price. Chelsea said she issued a service ticket and would only offer $30 off a new phone.

About a week later we started to get a text from the tech dept, Dave, at Cricket. This was 2 1/2 hours of texting. He essentially said that management doesn't know what they are talking about, that Cricket did not intend on the S4's to be upgraded... the S6 came out years later and Cricket made those to be upgraded. Chelsea said their tech team will see that the phone is upgraded to the last version Samsung had..which is 5, but being a cricket phone, Tech said it cannot be upgraded. Chelsea keeps wanting to point out that the phone is out of warranty, but it is a good phone if it had the last update of version 5. Even the My Cricket app will not work on it. Dave's comments: Cricket started off with mindset of NOT doing OS Updates.
But the one you have is the latest for Cricket.
Cricket� s6. was the one they started to allow OS update. Since forwarding the information to Chelsea, I've had no reply. This is not our fault that Cricket put limitations on their phones.
Product_Or_Service: Samsung /Galaxy S4/
Account_Number: XXX-XXX-XXXX

In Mid-September, 2019 I started to experience serious problems receiving and making any calls on all three of my phone lines from my home. This problem occurred inside or outside of my home. I never received any signal bars on any of my phones. I called Cricket and informed them of the problem and opened a work order. They said they would look into it. I called back every two weeks to check on the status. I was told that the cell tower is down and it will be repaired in a week. they told me the same lie every time I called. Finally in December after not having ANY service for three months I talked with a floor manager and he told me that the tower is still down and the area is in the red (That did not sound good). I told him to take me off the auto pay plan since I am not getting the service they promised me I should be getting. He told me that if I did not pay $90 a month then my service would be terminated. I could make and receive calls if I drove more than 10 miles from my house (I would be on an active working cell tower) and I also did not want to lose the three numbers I had. He left me no choice but to pay for nothing. I have contacted Cricket nine additional times to date and talked with many people who all lied to me with the same lies (tower will be fixed in a week). I escalated this problem 4 times with no result. On 2/27/19 my phone rang when I was at home for the first time in 5 1/2 months. It appeared fixed. I called Cricket and asked Ernesto Mejia to speak with a floor manager to discuss a refund. He refused to transfer me and to give me his employee id. but he offered me $25 credit for the inconvenience. Every time I called in and talked to either a supervisor or floor manager I was told that I must continue to pay $90 a month and they will give me a credit once it is fixed. They said they can only give me a one time credit. TO ME SERVICE IS ONLY WHEN I CAN RECEIVE AND MAKE CALLS FROM HOME AND NOT HAVE TO DRIVE 10 MILES TO STARBUCKS TO USE MY PHONE.
Product_Or_Service: LG /Stylo 4/3 phone lines
Account_Number: XXX-XXX-XXXX

bought phone outright with insurance in flagstaff az. phone started malfunctioning grand junction co. charge problem. went to store2851 1/2 north ave 5 grand junction co. they looked at phone and said probably just dirty. ran a paper clip through c port. told me I should not buy cheap charge cords and everything will be fine. bought 30 dollar cord while I also got direct tv and another phone line. got to fort collins. phone charging getting worse. bill started going up even after I dropped direct tv. I went to store 1612 n college ave G fort collins XXXXX. ask to get my bill back to original, clerk said if I pay auto will get 55 dollar bill. she dropped my insurance 7 per month bill was 67 original auto pay 62, she made it 55. phone quits charging. I go back to store she says you have no insurance sorry. so I tell her stop auto pay cause phone doesnt work or charge. she says just let due date pass and it will drop account. after oct 18 I decide I should have had new phone in grand junction so I call customer service he says good news your under warranty redirects call to warranty. warranty says no you dropped your service I cant use it unless I start my service again with the phone thats broke. the girl in fort collins never explainned anything to me, grand junction store should not have put a paper clip through the charge port. none of them honored my insurance warranty and had no clue whether phone was broke or not totally clueless. took phone to repairman he said no one can fix it cricket cant fix it almost a 1000 dollars close to a year later I have lost all passwords email accounts and 500 dollars of cricket charge cords and cases and phone that doesnt work.bought phone in 304 regent st ste102 flagstaff az XXXXX no one has any clue as to any policies or any information, they can sell and start phones and then say call customer service theres nothing I can do over and over. I am on fixed income and now im afraid to start account over with broken phone service I cant use what?
Product_Or_Service: Other /alcatel idol X XXXXc/unlimitted
Account_Number: XXX-XXX-XXXX

simcard don't work and refuse to refund my money that I paid I have not had any service and it's like chasing a dogs tail to talk to them. now i'm being told that the tower is down. They are full of excuses. All I want at this time is a full refund of monies that taht I have paid. $40.91 online agent tells me simcard not working on phone just now they tell me tower is not working
Product_Or_Service: Samsung /Galaxy Core/
Account_Number: XXX-XXX-XXXX

They lied about my device was hotspot compatible for their Network. then 3 months later get a text message that my phone will be suspended for not having the only device to have it unlocked to use their hotspot is their devices or an iPhone. Then I called their customer service to inform them that I will not be using the hotspot and please don't disconnect my line. The next day I was disconnected. Then I called again and told this issues will be under investigation. Waited for a response from them and got nothing. Plus was going to to get refund for the time I didn't use of that line. Again another lie.
Product_Or_Service: Other /OnePlus 3T/Unlimited lines
Account_Number: XXX-XXX-XXXX