Cricket Wireless

Bought 2 phone's took one to spouse when they looked at it later the screen was broken took it back the next day the store and customer service would not stand behind a warranty. I was sold a broken phone
Product_Or_Service: Motorola /Motoe5/Unlimited
Account_Number: XXX-XXX-XXXX

Bought a phone through the website and it didn't cover what it said it did. Some places had a lot of dead spots. So I switches to Verizon before my bill was due. They still took the money out of my account and refuse to refund it back.
Product_Or_Service: Other //Unlimited
Account_Number: XXX-XXX-XXXX

Ive been a loyal custumer there for a couple years I have been thru 4 differnt phones and they have all cracked very easy. The people in the store tell you that they cant due anything for you and half the time they don't know what they are doing. Oh then the upgrade cost more then buyimg a new phone when the upgrade is supose to ve cheaper. Then the employee tells you that they dont do trade on when it says on the website they do amd anothet employee says they do.
Product_Or_Service: LG /Stylo 2 and stylo 3/
Account_Number: XXX-XXX-XXXX

careful if you switch, I did on sept 7th from AT&T. brought all my phones. must have gone into the store 10 times asking questions.. basically just found out today I was LIED to. just found out my wifes Samsung Galaxy S7 and Daughters LG X Venture dont have the hot spot turned on as I had asked for them to be. Called the worthless customer service and then after hearing what they told me went back to the store. Told now none of my phones from AT&T can have the hotspot turned on. INSANE. Asked all of this before.. then told Oh you are out of the 7 day refund period and I need to upgrade those to new phones. Ticked off is putting it mildly. I have been so happy with the service as it is AT&T towers and all. But do not like being LIED to. Do not like Cricket not fixing their mess up. Will now be an advocate for against Cricket.Also will copy and paste this to my facebook and other media sites as I know they will remove an honest experience they have turned so very sour for their business practices
Product_Or_Service: Samsung /S7/unlimited basic
Account_Number: XXX-XXX-XXXX

I bought my phone and service from Cricket 8/6/2018 (imei: XXXX XXXXXXX XXXX). I have the original receipt. That phone was found to have a swollen battery and was serviced by 'Apple West County' (phone:XXX XXX XXXX) on 9/9/2018, who replaced the phone with (imei: XXXX XXXXXXX XXXX). Apple Support Case:XXXX XXXX XXXX, Repair: R XXXX XXXXX. This was verified by Cricket, but they refuse to release their Carrier Lock on the phone, stating the device came from Cricket on 9/10/2018 and had not had continuous service for six months as of 3/5/2019. Even though the phone is listed in their system as a 'bring-your-own-phone', when they insert the imei, it shows the carrier lock was applied anyway and it "does not meet the rules outlined in Cricket's unlock eligibility policy." I have met the requirements from my original date of purchase and it is unlawful for Cricket to keep my phone locked to their service beyond the six months from date of original purchase and activation 8/6/2018.

When I had called before and was told the phone was a byop and not locked. I then purchased service with Verizon. Now I have already paid for Verizon service and Cricket required me to purchase another week of service for $15 before I could be eligible to be unlocked. They refuse to unlock the phone until then.
Product_Or_Service: Apple /Iphone SE/2GB Plan
Account_Number: XXX-XXX-XXXX

Some of their representative gave misleading instructions and caused me to be charged for extra money and wasted lots of time. I used to have 5 lines using 5GB plan for $100 per month under their old promotion. I paid $100 for 5 line on May 21 (which covers May 22-June 21).

On June 1, 2 lines were removed and a new friend requested to add to our account so that we would have 4 lines. Cricket does not offer the old promotion and has a new promotion, i.e, 4 lines with unlimited plan for $100, so I though we would be better off with this new promotion. I called their customer service about how to make these changes (add a new line and get the promotion). The representative asked to upgrade the 3 lines and then order the sim card for the new line. I followed his instruction. However, I was charged $45 for upgrading the 3 lines. I didn't expect this fee and was told that I need to wait to activate the new line and then downgrade all lines to get back the $45 credit. I also paid $55 while ordering the new sim card online.

On June 5, my friend received the new sim card and I called to activate this new line. Immediately after activating the line, I was charged $55. I called their customer service and downgraded all lines to 5GB plan (as they advised previously) and received $40.5 credit back.

Then I called again and reached one of their supervisors. She was helpful and helped me figured out the charges: $27.50 for the new line for the remaining 16 days, $19.83 for upgrading the 3 lines.

However, I'm not satisfied with this result. I have spent about 5 hours on this issue, which should have been a simple one. I have been so cautious that I called their customer service every time before making any changes. Some of the representatives gave me wrong instructions and explanations and led me to pay more and wasted so much time. Why should I pay for their mistakes'!
Account_Number: XXX-XXX-XXXX

In Oct. 2018, I purchased a cell phone from Cricket store number seven.zero.two.zero.four.zero.one.five.eight, in Ewing, NJ. The phone was defective and I went back to the store on 10/19/18, just a few days after the purchase, to request to have my former phone model back and negotiated a swap with the manager of the store. At that time, he also suggested I purchase additional memory, so I purchased a 32GB SD card (a $40 item). There was no paperwork generated for the phone transaction. (At that time, I was not aware they were selling me with a 'demo/display? phone, not a new device.)

On Dec 29, approx. 11:30am, I went to the Ewing store because my phone would not function due to memory issues again. When I arrived to the Ewing store, the associate (Jalissa T.'), was sitting at the front of the store, music blaring. I showed her my phone and she just kept telling me, 'there's nothing I can do, you have too much on your phone.? I hardly have anything on my phone and told her I needed to know how to clean up the cookies, junk files, etc. She said, again, there was nothing she could do. She said I needed more memory. When I began asking her questions, she just stared at me. I left the store and still could not use my phone. There was no manager present.

I returned about an hour later to attempt, again, get some help and Jalissa was still there alone, with a visitor. She was very impatient and texting during our conversation. She would not give me names of any supervisors and she was not wearing any badge or name tag. In order for my phone to operate properly again, I had no choice but to purchase a 64GB SD card. She installed it into the phone and did NOT use the external method of transfer of information from one device to the other. This is the recommended way Cricket wants their retailers to do that transfer. This is the way my information has always been transferred at Cricket. She then told me to wait 2 hours for it to update! I went back to running errands.

I returned to the store 3 hours later, now my THIRD trip to the store, still unable to use my phone. She had other customers in the store and there was now an additional associate there with her. The second associate's name is Javier and it was his first day at that store. When I showed her the card STILL had not uploaded, she became visibly annoyed and in a very unprofessional manner said 'I told you, you have too much on my phone'. Javier took me aside and showed me how to clean up my phone. I DID NOT actually need to purchase additional memory. When I confronted Jalissa about it, she started cursing ('Oh my God, I'm f*g going home!? Javier had to calm her down. She went into the back room and was laughing and cursing and speaking to someone, either on the phone or in person, I couldn't tell. Javier showed me how to clean the junk files and I left the store.

However, I discovered my telephone texting feature now was not working; it kept shutting down. I called Cricket Customer Care three times for help and they could not trouble shoot the issue. I then call the store on Sunday, hoping to get a manager, but no one answered the phone. They typically never answer the phone.

Monday, 1.31.19, I called the store and Javier answered and said he could help me and to stop by the store. When I arrived, he had elevated it to the highest tech support and was already communicating the issue to them. During the process of trying to fix the texting issue, we were told my phone was a 'demo/display? model. The manager never disclosed that to me at the time of purchase in October, nor was there paperwork produced at that time that disclosed that information. Tech Support told us they are NOT supposed to sell the demos. The phone was irreparable so, I had to purchase another phone. Javier called a manager to get permission to replace my phone, but she would not allow it. She said that it was incumbent upon me to know that it was a demo and they would not give me another phone to replace it. The demo I unknowingly purchased in Oct was sold it to me with the packaging, etc., but a customer would not know anything about what to look for to detect they are not buying a new device. There are ID's on the back of the phone that identify it to Tech Support as a demo. So, in the end, I was sold a demo without knowing it, sold extra memory I did not need and then had to buy another phone in order to function.
Product_Or_Service: LG /X Charge/
Account_Number: XXX-XXX-XXXX

On March 29, 2019 I've purchased a new Samsung Halo at Cricket in Tustin. The clerk activated the phone, applied the screen protector and assembled the case. She offered insurance by an extra $7. I paid that and all seem ok when she gave me the phone.
When I got home, about fifteen minutes later, the resolucion degraded, it looked pixelated, and very tiny lines shown on the screen, horizontal stable lines from top to bottom.
The store was closed so I went back on April 1 to have the phone check. The clerk reset the settings but she could not fix the lines
Then she made calls and gave me two choices.
.Pay an additional $75 and make a claim through the insurance
.Or wait 7 days to make a claim to Samsung warranty.
I asked about their Return Policy, but she rejected the phone immediately claiming is was defective cause it had a Mess Up Screen.

I called Customer service to explain the terms of the Return Policy and they agreed the phone qualifies for return being within 7 days with complete packaging and in Like New conditions having no signs of physical abuse, wear and tear, or liquid damage or anything that would void manufacturer's warranty.
So they advise me to go back to the store.

Back at the store the clerk rejected it again, saying it was ok when she gave it to me.
So I call back Customer Service and they talk to the her but still she decided to ignore Cricket's return policy and disregard what Customer Service indicated.
They couldn't believe, nevertheless they said they would help by sending another phone thru Warranty.
I got transfer to Warranty and I explained my situation again and they also couldn't believe it. This Cricket store wouldn't take the phone back. So they talked to the clerk, but she refused flat out. Later, Warranty offered a refurbished phone, but I said no because I paid for a new phone and I should get nothing less.
Store Location
CRICKET
LEX CELL INC
1064 Walnut Tustin CA XXXXX
XXX XXX XXXX
Account_Number: XXX-XXX-XXXX

I purchase a cell phone on Crickets online website, I have been a customer for many years. Received the phone 05/22/2018 actived it and all on 05/22/2018 with Cricket rep online. The next few days the phone was not working right. I went to the Cricket store in Gastonia NC, they tried working on the phone but it got worst. I then contact Cricket by phone, they tried they could not fix it-Cricket rep told me to contact Samsung. I contact Samsung rep they remote in by an APP and tried to fix it and could not. Samsung rep told me the phone was DEFECTED to contact Cricket for a replacement, I called them and spoke with Cricket Warranty, they have a a RA # to send back. NEVER once was I told that I would be recieving a REFURB phone in its place. You can call and request the call me pulled, I have the reps name and ID # that I spoke with on June 1, 2018 at Cricket. I took it to the UPS store on June 1, 2018 and returned as instructed. I received yesterday by UPS, June 06, 2018 a package with a REFURB phone in it and with parts in baggies dated 03/2017. I paid for a NEW phone, that I only had a week that was DEFECTED. I was on the phone with cricket for over 2 hours yesterday June 06, 2018 and could not get this resolved. Cricket owes me a NEW phone. This is FRAUD!
Product_Or_Service: Samsung /Halo/4 lines unlimited
Account_Number: XXX-XXX-XXXX

I have been unable to reach a Cricket representative to re-establish service on the phone number I had with Cricket.
Account_Number: XXX-XXX-XXXX

In August 2018, I contacted Cricket to request an extension to have some additional time to pay my cell phone bill. I spoke to their representative who recommended a bridge payment plan option that would give me a seven day extension. That involved making a partial payment of $50.00 on that day while speaking with him and subsequently making an additional payment of $70.00 to complete the $110 monthly payment, plus their $10.00 fee for the bridge payment. I agreed to make the $50.00 payment and as instructed by the Cricket representative, I was to make an additional payment of $70.00 by September 1, 2018.

When I attempted to make the additional payment of $70.00 on September 1, 2018, by using my cell phone I learned my service had been terminated. I utilized a desktop to log in to my account and made the payment on that date, which was a Saturday. I subsequently followed up with Cricket to learn why my service had been interrupted. They informed me that because they pushed a text message to my cell phone as a reminder to make a payment on August 31, 2018, and I had not paid, they terminated the service. I informed them that I was instructed to make the payment not later than September 1st.

Because the Cricket Customer Service recorded message states their calls are recorded, I requested that the Customer Service representative locate that recording to ensure they were not mistaken because I was told to pay the balance on September 1st. They did not do so. My service was terminated and when I spoke with Customer Service I was instructed to make an additional payment of the entire next month's service bill in advance, which would have amounted to $110.00. I protested and the representative compromised on an additional payment of $45.00 to be applied to the next month's bill. I made that payment at a local Cricket outlet while the representative was on the phone with me.

I called numerous times, asked for a supervisor and to hear the recording of the call for payment on 8/30/18.

Product_Or_Service: Motorola /Moto e5/Unlimited
Account_Number: XXX-XXX-XXXX

In August 2018, I asked Cricket about a partial payment plan to pay half on due date and half at a later date. I was introduced to their Bridge payment plan which would allow me to split the payment. I was instructed to make a payment on the day I phoned them and pay the remaining balance by September 1, 2018. When I paid the $50.00 payment the day of the Bridge pay request, I paid the $70.00 payment they instructed me to pay on September 1, 2018. On September 1st, I paid the remaining balance but Cricket terminated my service. I went to a local Cricket outlet only to learn there was nothing they could do to help. I was instructed to call Customer Service where I was harassed about making a payment late; they said Cricket informed me to pay the remaining balance on August 31, 2018. I repeatedly told them that I was instructed to pay by September 1st to no avail. They continued to insist I was informed to pay on August 31st. When I repeatedly asked them if they heard the conversation, they refused to answer. The recorded message while on hold indicates Cricket's calls are recorded for customer service purposes. I asked a supervisor but no one ever offered evidence of the recorded call. Despite paying the $120.00 for my regularly scheduled $110.00 monthly payment, I was forced to pay another $70.00 to have the service reinstated. Initially, they insisted that I pay a one month advance payment of $110.00, which I informed them would not be possible. I had to argue with them that this was highway robbery and if I had that kind of money I would never have needed the Bridge payment plan in the first place. They agreed to allow me to pay the $70.00 and the following month I was forced to pay my monthly payment of $110.00 Instead of a Bridge payment charging me $10.00 additional dollars I was forced to pay $70.00 which was never credited to any future payment of my account.
Product_Or_Service: Motorola /MOTO e5/Unlimited
Account_Number: XXX-XXX-XXXX

Employee lied to us about the refund for the suspension. Spoke with supervisor and they PROMISED a credit to our account of $30 towards our August phone bill(to refund broken phone's line). Supervisor's are refusing to give credit even after promised. Phone was broken but still made us pay when we didn't have to in the first place.
Product_Or_Service: Other /Orbic Wonder/Basic
Account_Number: XXX-XXX-XXXX

Yesterday at 3:06pm I purchased transferred 2 lines and added another, purchasing 2 phones. Today at 2:21pm I returned them because I was Lied to, received horrible service, and was NEVER told about the refund policy. I searched for it online and also found it on my receipt. During the purchasing process I was told by the store manager that insurance was included in the $90/month price. When I questioned it because I was shocked, he nodded his head yes. After the transaction was complete the girl who did it said it was included in the "today quote price." Not the monthly price as I was previously told. Then I was told it would take a couple of hours for my phone to reach more than 1 bar of service. At 9am this morning I still had 1 bar even outside of my house and my calls were static. When I returned them I was told a block house can mess with reception. Again that is a FALSE statement because I've always had great service inside and I do right now as well. 4 hours after switching to another provider. They also tried to tell me that it could take several days for it to "jump towers." Another FALSE statement as I have had full service no problems less than an hour after my switch today. My transaction was done on the right side of their counter. Their "return policy" is on the left, I have pictures. I decided to buy 3 screen protectors for the phone under the assumption this was a good change based on what I was told before the transaction. One of the protectors was not put on correctly and when returned I was lied to again that it had something to do with the type of screen. The other 2 didn't have a problem, nor have any of the other 10 phones I've had them on. After she put it on she said it would take a little bit for it to dry. The wet spot is the same spot I was told today was due to the screen. Some more bs. They refunded me the price of the 2 phones I paid for and that's it. I spent $389.18 yesterday and less than 24 hours later only received $149.78 and that's all I was getting.
Account_Number: XXX-XXX-XXXX

Service started Feb 24th 2019. Pd for an "Unlimited" plan. Service was suspended without notice. In fact, I didn't know it until I went to looking for a store to make a pymt. They charge $3 just to make your pymt. Parent company is AT&T, that explains why these con men want access to people's accounts. I made the pymt and their extortion fee, but to this day, they've failed to restore the data plan. I am going to pursue legal action for false advertising and failure to provide service pd for. Parent company being AT&T explains why these con men want unfettered access to people's accounts. Complaints to the FCC, FTC, and Consumer Protection. This isn't the first time they've done this to me.

Mobile Network State: Disconnected

Numerous msgs sent to these people, they NEVER planned to provide the pd for service.
Product_Or_Service: LG /Stylo 3/Unlimited
Account_Number: XXX-XXX-XXXX

Wanted to add a 6th line. Asked rep in store if better to add to existing or create new account. She said she added a 6th, didn't get a discount but bill was $140/mo which is exactly what my math figured I would be at. First bill comes in and bill is $170. Customer svc said I changed my plan and the plan I had doesn't exist anymore. Explained to them what happened and that store rep to me what to do. They said they cant help since plan I was on has been removed. Spoke to people in store and they just keep saying need to take new plan which takes bill up. Lady in store said they messed her plan up also and now she pays more. No one seems to want to give me a corp number and no one else seems to want to fix the mistake they caused
Product_Or_Service: Apple //
Account_Number: XXX-XXX-XXXX

Bought phone less than 1 week ago through cricket wireless and no matter what I did to take the group message off it was still on so I went to return it from the papers I got saying within 7 days I could and now im being yold that I cant.... Feel scammed and want my money back
Product_Or_Service: Samsung /Galaxy sol/Cricket $40 a month
Account_Number: XXX-XXX-XXXX

purchased brand new device from cricket store. issues with device being defective within first 7 days after purchase. untrained sales representatives did not know what the problem with device the day after I made purchase. second time returning to store was referred to Motorola to make a warranty claim to which they would not replace with new device only with refurbished. Motorola advised to return to store where it was purchased. returned to store third time and was told that was out of the 7 day return policy period and offered a refurbished device but would leave me without a phone because I would have to return mine first without replacing was returned to store three times. they will not replace the defective brand new device that I purchased and they were aware of the defect within the 7 days after purchase.
Product_Or_Service: Motorola /supra/
Account_Number: XXX-XXX-XXXX

I had a monthly pre-paid service with Cricket mobile. I went to up-grade my wife's phone. I was told by the salesperson, the store does not carry the phone I wanted, but I could purchase the phone from the Internet website.

On 02/22/2018, I went to the Cricket Internet website, ordered the phone paying $628.34 with my Bank Card. I received a conformation number for the order.

Then the next day, I received a notification from Cricket, that the order was canceled. I notified Cricket to ask what the problem was since I received a conformation number. I was told they did not know way the order was canceled and I would have to re-order the phone if I wanted it. I asked if they could do it over the phone and I was told no.

On 02/23/2018, I placed the second order for the phone paying $628.34, using my Bank Card and again I received a conformation number.

This time I called my Bank to see why the 1st order was canceled. The Bank told me there were no cancellations and that they were in the process of processing both orders.

I then called Cricket and explained what the Bank informed me of. Cricket's attitude was that it would take between 7-10 Business Days for Cricket to reimburse me. I stated that, that resolution was not acceptable and the 1st order needs to be canceled and no extra $628.43 taken from my account.Again, the Cricket Agent said, there was nothing could be done and it would take 7-10 Business Days.
The phone conversation was ended. It should be noted that Cricket did cancel the 1st order that day, however, never notified that my issue was resolved.

On 02/27/2018, due to Cricket's Business practice and attitude towards customers in resolving problems, I canceled my monthly pre-paid service. It should be noted that Cricket deducted $151.00 from my account for the pre-paid monthly service fee and has refused to reimburse me since I did not have an active account for the month of March.

Then Cricket refused to unlock the phone that I was trying to up-grade, that was purchased on 12/25/2017, saying it would be 6 months befor they would unlock it.

On 07/07/2018, I went to the Cricket Store to have the phone unlocked, and was told they would not unlock the phone because their policy states the phone has to be in use for 6 consecutive months. I stated that I did not a have contract with them and the phone was purchased through Cricket. The salesperson's indifferent attitude stated, "that was to bad and there was nothing that could be done".
Product_Or_Service: LG //
Account_Number: XXX-XXX-XXXX

Best Business Bureau:

I, *** am the owner of 5 lines set it up with Cricked back on June 2016. The phones and the monthly plan are paid from my credit card.

On 11/5/18 at 8:08am I called the Cricket customer service who helped me to enter a note in my account, so no changes were made on the account.
However even after pins, secret question/answer, etc were entered on the account, these were not checked by a Cricket store in Orange NJ.

On 11/5/18 at 12pm a line was moved without explaining to the person on the store that the plan will be changed and additional charges will be incurred on the credit card on file.

I called Cricket who apologies for what happened and added the line back to the plan as this was moved without my authorization.

However, Cricket refused to keep us in the same plan and changed us to a new plan of 5 lines for $125.

This is not acceptable as I did not request to move or make any changes to the account; nor the person who accidently moved the line was advised or instructed of the changes or repercussion that it will cause.

I feel this is not a good practice to make changes on anyone accounts without the proper verification, explanation and especially if the person is not the owner or person who credit Card is on file.

This type of action can cause fraud and legal problems to both sides, the customer and Cricket.

I hope Cricket take responsibility for the actions their sales/customer service representatives have caused, and reinstall the plan I opened with them back on June 2016 which is the 5 lines per $100.

Regards
***
Account_Number: XXX-XXX-XXXX

Dear Revdex.com,

I purchased in November 2017 a cricket phone with a monthly plan in a Cricket store in North Hollywood. Since then I am desperately trying to get in touch with the company to request my unlock code for my phone. Unfortunately, there is no way to get in touch with the company and I am now based in the UK.
I request the unlock code for my Cricket Alcatel idol One-touch phone with the deactivated phone number XXX-XXX-XXXX.
Account_Number: XXX-XXX-XXXX