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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Cricket Wireless has violated a written agreement between myself and their customer service representatives
I simply would like to move one member of our family plan to another provider, and bring a different number in to replace it (already a Cricket number). The problem is that the family plan promotion we're on is not available. HOWEVER, two of their reps, within the past 2 weeks, have promised that they could make it happen when I asked, which I have proof in writing via the online chat message. One of the reps also notated on our account how to do the procedure. In talking with their customer service the past few days, however, to multiple supervisors, they all tell me they can't do it and I need them to uphold their end of the promise I was given on multiple occasions.
I need them to keep their promise, and allow me to change one number on my account, and keep the 5 lines for $100 amount.
September 19, 2018
Revdex.com
Online Complaint
Re: ***
Complaint ID: XXXXXXXX
Dear Sir/Madam,
This correspondence is in reference to a complaint filed by ***. In the complaint, Mr. states that he's currently on the 5 for $100.00 plan. He would like to remove one of lines from his account and replace it with another CTN that is currently active on a different Cricket account. Mr. claims two different Cricket Wireless Chat Representatives advised him that the change would not impact his overall price. Mr. would like his plan to remain while he makes the changes.
Cricket Wireless Escalation manager, Seindah spoke to Mr. on September 18, 2018, to discuss his complaint. Mr. was able to provide us the chat transcript that shows the agent provided Mr. with incorrect information regarding rate plan changes.
Existing customers activated under the Group Savings plan before November 5, 2017 can be impacted by changes made to their existing plan. Customers with the Group Save 1 discount will be grandfathered, as long as they do not make the following account changes:
Adding a line
Canceling a line
Changing a rate plan
Moving a line to another account
Resuming a line from cancel
Due to the observations made on the chat, Mr. original, now grandfathered Promotional Price Plan of 5/$100 will be reinstated as a one-time courtesy, should he make any changes to his account. Mr. is happy with the result of this resolution.
We thank Mr. for his communication and trust that this explanation properly addresses his complaint.
Regards,
Cricket Wireless
Customer Corporate Relations
575 Morosgo Dr. NE
Atlanta, GA 30324
/SG
Around September 3, I submitted a complaint about Cricket on ***, requesting a $25 refund. (I haven't heard back from anyone yet.)That complaint was about how the salesman declared that my current phone was impossible to fix, in order for him to sell me a new phone. When I returned it, he said he was refunding all but $25 - my complaint was that I needed the $25 back.Well, I just received my bank statement, and we have a bigger problem. I was originally charged $124.87, but was only refunded $42.69 according to my bank statement. The person in the store claimed that he had refunded all but $25 - but I guess he lied about that, too.So now, I need a refund amount of $82.18.
Product_Or_Service: Moto e5 cruise
Order_Number: New Invoice ***
Account_Number: Original Invoice 191
Other (requires explanation) I need a refund amount of $82.18.
October 2, 2018
Revdex.com
Online Complaint
Complaint No: ***
Dear Sir/Madam,
This correspondence is in reference to a complaint filed by ***. In her complaint, Ms. states that she purchased a device and returned it shortly after. She states the store was refunding all but $25 and she is requesting that amount be refunded as well. Ms. also states that she was only refunded $42.69, after being charged $124.87. She is requesting a total of $82.18.
We attempted to contact Ms. via phone, but we were unsuccessful. For that reason, we are unable to provide a resolution at this time. Should Ms. like to discuss the case in detail, please contact *** directly at ***. If we are unable to answer, please leave a voicemail and we will respond accordingly.
Cricket strives to provide excellent service and we regret when that high standard is not met. We value Ms. feedback and apologize for any inconvenience or poor service she felt she received. We thank Ms. for her communication and we hope to hear from her soon.
Regards,
Cricket Wireless, Customer Support
(The consumer indicated he/she DID NOT accept the response from the business.)
They did not provide a resolution. They simply said to contact *** directly at the phone number listed above. Today I called *** and left a message that I would like a full refund. I tried calling again later, and left another message explain that I returned everything and would like a full refund. I stated that he could call back and suggest an appointment time on Friday, October 5, so we could discuss this in detail. I didn't hear back from anyone today. I followed their directions and left messages, but did not hear back from anyone. According to my caller-ID, they did try to call back once today but did not leave a message.
To have a discussion, it's important to schedule an appointment in order to avoid constantly playing "phone tag".
In their response where they were reviewing my original complaint, they left out the reason that I purchased the phone in the first place. It's very important to remind them that the sales person/technician in the store declared that my current phone was not reparable, so I would "have to buy a new phone". That night I was able to reboot my phone and get it working again. So I returned the new phone expecting a full refund.
November 7, 2018
Revdex.com
Online Complaint
Complaint No: ***
Dear Sir/Madam,
This correspondence is in reference to a rebuttal filed by ***. We have provided the feedback to the store to use this as a training opportunity for the in-store reps. Regarding the refund, Ms. has received the proper refund. The additional $25 was not provided as a refund. As previously mentioned in the last response, a one-time courtesy credit of $25 has been placed on her account, not refunded to her bank account. Again, per policy, refunds are not provided for activation and upgrade fees, thus resulting in a courtesy credit being placed on Ms. Cricket account. This courtesy credit was provided on her Cricket account as of 9/24/2018 and still remains active. The remaining amount was due to 2 accessories purchased by Ms. that are non-refundable. The store provided a copy of the receipt given to Ms. upon purchase, which the return policy states, refunds on accessories are only applied if they were funded through the phone payment plan.
We are requesting that this case be closed. All information has been provided to the customer and we consider this case resolved.
Regards,
Cricket Wireless, Customer Support
(The consumer indicated he/she ACCEPTED the response from the business.)
This last communication finally explained where the $25 is credited - I checked my Cricket account instead of bank account and found it there.
I am tired of fighting this, so I give up trying to get any more money back. I learned a few lessons: 1) Don't believe Cricket if they claim my phone is broken. 2) Don't ever buy a phone from Cricket, because they are so difficult to deal with if something goes wrong.
Cricket has failed to return an $866.92 overpayment on my account, which they cancelled in August of 2018.
I prepaid Cricket for phone service in the amount of $1403 August of 2017. Due to required phone service upgrades needed to port together phone numbers, Cricket failed on three occasions to perform this task. Cricket personnel referred me to another phone service provider that could perform this porting of two numbers and subsequently cancelled my Cricket phone service with an account balance of $866.92. As instructed by Cricket personnel, I waited approximately 4 weeks for a refund check of the $866.92 overpayment. After a reasonable amount of time, I contacted Cricket by PC (help window), telephone as well as an in store visit to investigate what became of this expected reimbursement. Each time, Cricket personnel have failed to remedy this shortcoming nor even acknowledge they would take any action on my request. On person on the phone said, "Oh, well. It's just our policy to never refund money for a cancellation" and promptly terminated the call. Lexie (at the S Seneca brick and mortar) urged me to escalate this complaint and was instrumental in contacting a rep named *** (RE:ID#XXXXXXXXXXXXX) while in her store 2 weeks ago. A rep named "***" was to contact me regardingID#XXXXXXXXX by 8.28.18 but has failed. I have my original receipt in hand from 8.22.17
I request a refund check be sent to me in the amount of $866.92 constituting the balance on my account at the time my account was terminated. Further, I request Cricket stop this practice of retaining monies for services they did not provide.
September 18, 2018
Revdex.com
Online Complaint
Complaint No: XXXXXXXX
Re: ***
Dear Sir/Madam,
This correspondence is in reference to a complaint filed by ***. In this complaint, Mr. states that he made a payment of $1400 on 8/27/17. He states that he wants to get his remaining amount for over payment in the amount of $866.92.
We value feedback and apologize for any inconvenience or poor service he felt he received. Cricket strives to provide excellent service and we regret when that high standard is not met.
According to Cricket Wireless Terms and Conditions of service, available online at www.cricketwireless.com/terms: Amounts paid for service charges are non-refundable and account balances are not transferable, refundable, or redeemable for cash. If your account is suspended or cancelled, for any reason, any remaining balance in your account will be forfeited.
Non-withstanding Cricket's Terms and Conditions, Mr. will be refunded for his service payment. We thank him for his patience, and a check will be sent to the address he provided.
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
(The consumer indicated he/she ACCEPTED the response from the business.)
I appreciate the refund of my overpayment. Moving forward, Crickets policy should be changed so that retrieving our refunds for overpayment is not so clunky (ESPECIALLY if the current language buried in a contract does not allow for refunds under any circumstances). If I can be of any further input, please feel free to contact me. LG
Purchase a phone via their online website, they send me a phone with a cricket sim card that is faulty.
I ordered a cricket phone Moto e online. I received the phone and the phone came with a faulty sim card. I called the Organization and spoke with an intial rep who by her deameanor I was able to tell she was not interested in assisting in the matter, especially since I had to say "Hello" over again to even assure she was there. She then told me that she would need me to go to a cricket store to had the issue taken care of. I advised her that I have a very busy schedule and if I had the time to run to the store I would have from inception versus ordering it online. I asked her if they could mail the sim card to me, they refused. I asked to speak to a manager by the name of *** who stated he would put in a ticker for a repair, would call me in 90 minutes, time came and went an no call. So here I am with a phone that I can not use down to my place of employment unable to reach me when they need me because Cricket decides to send a faulty phone and sim card out
I am seeking that Cricket either replace the phone and sim card or fully refund me. I have lost calls from my place of employment due to their negligence.
September 24, 2018
Revdex.com
Online Complaint
Complaint No: XXXXXXXX
Dear Sir/Madam,
This correspondence is in reference to the complaint filed by ***. Ms. states that she purchased a device online and Cricket sent her a faulty sim card. Ms. requested a new sim card be sent out to her and the request was denied. She was told to visit the local Cricket store and she was unable to do so. Ms. is requesting a new sim card or a refund.
We were able to contact Ms. via phone. Ms. has now changed carriers and her husband is still with Cricket Wireless. Ms. has agreed to expedite the refund process and accept a credit for the amount of her service payment. We have placed the credit on her husband's account. Ms. is satisfied with the resolution.
We thank Ms. for her communication and trust this explanation properly addresses her concern. Cricket strives to provide excellent service and we regret when that high standard is not met. We value Ms. feedback and apologize for any inconvenience or poor service she felt she received.
Regards,
Cricket Wireless, Customer Support
575 Morosgo Dr., NE
Atlanta, GA 30324
/GH
(The consumer indicated he/she ACCEPTED the response from the business.)
I purchased an iPhone at full retail price only to find out its still locked to cricket after 3 months
I purchased an iPhone from Cricket Wireless in April 2018 for my mother. I am apart of a family prepaid plan with my cousin and his mother.They have refused to unlock my phone. I purchased the phone in April 2018. I paid in full for the phone, so technically the phone belongs to me. Then when I called in three months later to unlock my phone since my mum and I travelled internationally, they refused stating I needed to have paid into the plan for six months. To determine what a customer can do with a phone they have paid for is unreasonable. Most telecommunication companies will even unlock the phone if it has been paid more than half of the original cost but in my case I had paid it off fully. I asked the agent(Victor) at the cricket wireless at *** so if I decide to cancel my service with cricket and I go to a different carrier will the phone be unlocked he said no I will still have to wait 3 extra months. this doesn't make any sense. How can I buy a phone at full price and not own it and the carrier tell me I need to have the phone at least 6 months.I cannot be stuck on a network that wants to hold me against my will
I need a refund of the what I paid for the phone or they unlock now. I really believe that what they are doing is not legal
September 13, 2018
Revdex.com
Online Complaint
Complaint No: ***
Re: ***
Dear Sir/Madam,
This correspondence is in reference to a complaint filed by ***. In his complaint, Mr. states that Cricket Wireless will not unlock his device.
Mr. account was thoroughly researched in response to his concerns. In regards to getting his device unlocked, first the device must meet the following requirements of Cricket's Unlock Policy:
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.
Mr. account will be eligible for unlock on 11/28/2018 as long as it remains active for a total of 6 months on Cricket Wireless network.
We thank Mr. for his communication and trust that this explanation properly addresses his complaint.
Regards,
Cricket Wireless
Customer Corporate Relations
(The consumer indicated he/she DID NOT accept the response from the business.)
I purchased the device on April 9th 2018 and the number has been active since then so by my calculation it should be unlocked October 9 2018
I asked the agent who called me if I leave the network will they still unlock it because I dont owe cricket wireless anything she said no it will not be unlocked even if I leave cricket so now I'm tied to a service I dont want to be on , this is straight owe against the customer..and unacceptable
(The consumer indicated he/she DID NOT accept the response from the business.)
I dont agree, nobody reads terms and conditions when buying a phone at full retail price, I asked around with most of the major providers and they all unlock your phone even if you've paid more than half of a phone which is on contract....In my opinion it's just a way to trap unsuspecting customers to stay on a network for atleast six months ....anyway since they wont unlock it I'm actually trading in my phone for a new iPhone and getting off this network ... I've already warned my friends and family of this act... companies should be making life easy for consumers not the other way round
October 10, 2018
Revdex.com
Online Complaint
Complaint No: ***
Re: ***
Dear Sir/Madam,
This correspondence is in reference to a rebuttal to a complaint filed by ***. In his complaint and rebuttal, Mr. states that he feels that no one reads the terms and conditions when buying a phone at full price and feels that Cricket Wireless should have allow him to unlock his device.
We understand that Mr. doesn't agree with our policy which can be found at www.cricketwireless.com, whoever it is what he agreed to when he accepted Cricket Wireless as his cellular provider. In regards to getting his device unlocked, first the device must meet the following requirements of Cricket's Unlock Policy:
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.
Mr. account will be eligible for unlock on 11/28/2018 as long as it remains active for a total of 6 months on Cricket Wireless network.
We apologize to Mr. for any inconvenience or poor service he felt he 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 complaint.
Regards,
Cricket Wireless
Customer Corporate Relations
They stole money from my account!
On Jul.11th, I still had $71.02 credit after I paid Jul.3-Aug.2 statement. Then Aug 3rd, my credit balance dropped to $35.68 after $10 charges. They stole me $25.34 from my account. At the beginning, I thought it is just some calculation error from the company, but after several phone calls and listened lots excuses, I believed that is a fraud.
Refund plus twice addition compensation for my tons of time spending
September 14, 2018
Revdex.com
Online Complaint
Complaint No: XXXXXXXX
Re: ***
Dear Sir/Madam,
This correspondence is in reference to a complaint filed by ***. In this complaint, Ms. states that Cricket stole $25.34 from a credit balance that she had on her account. Ms. states that on Jul.11th she still had $71.02 credit after paying her Jul 3rd-Aug 2nd statement.
After reviewing Ms. account, we discovered that she paid her bill in advance for several months. We contacted Ms. via telephone on September 14, 2018 and informed her that we found no discrepancies on her account. The deductions were valid and occurred due her monthly charges and rate plan changes that was initiated by her. We advised Ms. that our cricketwireless app does not show the full details of her monthly charges, credits, and that it's a simplified version of her bill only. Ms. was not satisfied with our explanation and ended the call.
Cricket strives to provide excellent service and we regret when that high standard is not met. We thank Ms. for her communication and trust that this explanation properly addresses her concern.
Regards,
Cricket Wireless, Customer Support
575 Morosgo Dr., NE
Atlanta, GA 30324
/SG
I purchased a phone from Cricket Wireless in May. I was apart of a family plan with my brother and his wife.They have refused to unlock my phone.
I purchased the phone in May 2018. I paid in full for the phone, which proved difficult because they charged me twice due to their customer service agent in the store not knowing how to void a transaction. Then when I called in three months later to unlock my phone for international travel, they refused stating I needed to have paid into the plan for six months. To determine what a customer can do with a phone they have paid for is unreasonable. Especially since, they customer service agent knew that I traveled frequently. I believe this company to be unreasonable and poor in their customer service and they are impeding on the customer's right to use phones they are purchasing from their company.
I would like my phone to be unlocked or for them to be able to return their product to them so I can purchase another product.
September 5, 2018
Revdex.com
Online Complaint
***
Re:***
Dear Sir/Madam,
This correspondence is in reference to a complaint filed by***. In this complaint, Ms. states that she wanted her device unlocked. She states that she paid for her device in full and wanted it unlocked.
Ms. was contacted by telephone on 09-05-2018. We explained to Ms. Cricket's unlock policy.
Ms. stated that she is with another provider.
We value feedback and apologize for any inconvenience or poor service she felt she received.
Cricket strives to provide excellent service and we regret when that high standard is not met. We thank Ms. for her communication and trust that this explanation properly addresses her concern.
Regards,
Cricket Wireless, Customer Support
(The consumer indicated he/she ACCEPTED the response from the business.)
Cricket did contact me and try to resolve my issue, however, I decided to go with a different carry as the unprofessional behavior of there staff was simply too much. Additionally, they need to change their unlock policy if they are going to maintain customers who travel internationally. I will never work with Cricket again.
Company refused to refund and or replace defective ZTE blade x max phone
Purchased a ZTE blade x max cell phone from store.in February. 2 weeks into using the phone failed to stay connected to internet and locked up constantly. I attempted to get a refund for the item but was told because it is now considered used he couldn't give me a full refund. The item was in a case from day 1 and I still have the defective phone. Cricket has refused multiple times to refund my money. The phone is less than a year old and doesn't work correctly. I've missed important calls from work causing me to lose money. All I want is a refund
If I cannot receive a cash refund I want a full refund for the purchased price in store credit
September 11, 2018
Revdex.com
Online Complaint
Complaint No: ***
Re: ***
Dear Sir/Madam,
This correspondence is in reference to a complaint filed by ***. In this complaint, Mr. states that his ZTE Blade X Max device started malfunctioning two weeks after purchasing it. Mr. also states that the store he purchased the device from refused to issue him a refund for it.
We contacted Mr. directly and advised him of our 7-day return/exchange policy. We advised Mr. that his device also comes with a 1-year manufacturer's warranty and we have agreed to send him a comparable replacement device. Mr. is satisfied with our resolution.
We value Mr. 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 Mr. thank for his communication and trust that this explanation properly addresses his concern.
Regards,
Cricket Wireless, Customer Support
(The consumer indicated he/she ACCEPTED the response from the business.)
We came to a compromise that I am satisfied with but it shouldn't of had to go to this. If cricket would've strived to be better in customer service this all could've been avoided. I stand by that cricket customer service is horrible and in the future I will not do business with again. I am happy with the outcome but this is still a negative mark on the companies customer service.
Bait & Switch Upsell Scam
Bait and Switch, to upsel products or mislead for a sale. We make wireless simple, this was very dificult from the start
Yesterday I purchased an new Iphone 8 for $729 from Cricket*** for $729. I inquired about wireless bluetooth headphones.I was informed the Samsung Power & Play Charging was bluetooth because I asked about the wire shown on the box, he said that goes from ear to ear and and it is a bluetooth. Upon leaving the store I opened the box to see the headsets were not bluetooth, I turned around and drove back to the store, he stated that the accessories were non refundable after one hour on an unsued product that was not what he stated. He later quoted I thought these were bluetooth, and laughed, the manager was present and did not intervene. I received a phone call with him saying on the phone that I could bring them back to exchange, but not refund. Wow a new company with a sour taste in your mouth. I believe Cricket is far from making wireless simple. #CricketNation
September 11, 2018
Revdex.com
Online Complaint
Complaint No: ***
Re: Mr.
Dear Sir/Madam,
This correspondence is in reference to a complaint filed by Mr.s. In this complaint Mr. states he went into a Cricket Wireless Retail location and purchased a new Apple iPhone 8. He states he inquired about Bluetooth headphones and was informed the Samsung Power & Play charging was Bluetooth compatible. He states he purchased them, and upon leaving the store he opened the box and found they were not. He turned back and asked for a refund and was denied, being told there are no refunds on accessories. He is asking for a refund for the cost of the headphones.
We contacted the Territory Sales Manager for Cricket Wireless which oversees the Authorized Retail Location. The management team promised to contact the customer and take care of his issue. We spoke to the Territory Sales Manager on 9/5/18 who advised us that our customer's issue had been resolved.
We attempted to contact Mr. without success, we wanted to make sure that he was satisfied with the resolution he received from the Territory Manager.
We value Mr.' feedback and apologize for any inconvenience or poor service he felt he 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
(The consumer indicated he/she DID NOT accept the response from the business.)
Hello Mrs***, As of today 9/11/2018 No The has NOT been resolved. I have not had any direct communication with the territory manager. One reason is I may be receiving phone calls from random personal cell phone numbers? The office is over a 30 minute drive and it would be better to communicate via email, I am not really sure why I am receiving calls from personal cell phones because the manager was present during the transaction, and about 40 minutes later when I tried to return the mechandise I was sold. I prefer to mail the item back, but if I have to drive I will. I need a better contact with them, I will store the phone number in, but some random calls I do end up picking up are telemarketers. The issue has not been resolved.
(The consumer indicated he/she DID NOT accept the response from the business.)
NOthing has been resolved
October 30, 2018
Revdex.com
Online Complaint
Complaint No: ***
Re: Mr.
Dear Sir/Madam,
This correspondence is in reference to a rebuttal of a complaint filed by Mr.s. In the rebuttal, Mr. states he did not get any direct communication from the Territory Manager.
We contacted Mr. on 10/30/18 to make sure he did receive a call from the Territory Manager. Mr. states he did speak to him and they are working on getting him a refund for the cost of the headset that he states he was sold in error. He states he is grateful that this issue will be resolved.
We thank Mr. for his communication and trust that this explanation properly address his complaint.
Regards,
Cricket Wireless, Customer Support
Phone Number *** was activated Feb 25,2017 by my son ***. On May 23, 2017 he followed Cricket's online procedure to discontinue his subscription, after his parents advice. *** hardly ever used his phone to make calls or even answered calls. His paying a flat rate of $25 per month which was debited from his checking account. The money he used comes from his student loan. Instead his parents got him a AT&T prepaid plan which pays only when he needed it on May or June 2017. *** did not realize that Cricket continued to debit his bank account even after he cancelled his plan. It's only in June 2018 when he received a letter from his bank informing him that he's overdrawn, that Cricket online cancellation procedure is faulty. We talked to the local store that activated his hone and the regional Cricket office, but they refused to refund the money that was illegally taken under the pretext that their system did not show that a cancellation. We have record to show that *** on May 23, 2018, Will sought assistance to cancel his phone plan. We also requested Cricket to at least check his phone activity from May 23, 2017 to present. This period should show zero activity, since he cancelled his subscription and his Cricket phone could not be used for his new AT&T service. Both local and regional stores have no access to such information and their NCC require subpoena to release that info. However, Cricket online customer service told us that a copy of outgoing calls can be provided since it does not involve a third party carrier. We sent an email on July 31, 2018 to *** to request that copy. No response up to now. My son has been blamed for Cricket's faulty online website, his only fault was he trusted Cricket 's website to function without a glitz.
Refund From May 2017 to June 2018 Cricket made unauthorized debit of $25 per month, for which my son was charged $50 for a overdrawn account. We want that money returned. It's unconscienable how Cricket's faulty website should defraud a college student's student loan money. Cricket can remedy the problem, the problem is I don't think Cricket is interested in getting to the truth.
August 28, 2018
Revdex.com
Online Complaint
***
Dear Sir/Madam,
This correspondence is in reference to a complaint filed by ***. In the complaint she states that her son had activated a device 2-2017 and subsequently canceled service on 5-23-2017. *** states that the autopay kept deducting from one of his secondary accounts, even though the line was canceled. *** requests those excess payments be refunded to her
According to Cricket Wireless Terms and Conditions of service, available online at ***/terms: Amounts paid for service charges are non-refundable and account balances are not transferable, refundable, or redeemable for cash. If your account is suspended or cancelled, for any reason, any remaining balance in your account will be forfeited.
Non-withstanding Cricket's Terms and Conditions, *** will be refunded for her service payments. We thank her for her patience, and the payments were refunded to the original form of payment.
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 *** for her communication and trust that this explanation properly addresses her concern.
Regards,
Cricket Wireless, Customer Support
I was lied to and had to pay an extra $50 dollars towards my phone bill.
I went to Cricket yesterday afternoon around 1pm after talking to corporate over the phone. I was set up with bridge pay and I paid it on Friday the 17th for the requested amount of $74.00. I paid several other bills not knowing that my bank put on a limit of 12 daily transactions fees. On my end, it showed that it was paid and that I was okay. Then the fire alarm went off at work and we had to evacuate the building. During the firemen checking out my workplace, I went to get something to eat, my card was declined twice. I had money in the bank and did not know why it was declined. So I called my bank (wiredcard) and asked what was wrong. So long story short she told me they have a limit and I told her that I was unaware of that and that I have to use my card to take care of all of my bills. So the lady changed the limit to 25 instead of 12. So yesterday my service was suspended and my bank redacted my $74.00 payment to cricket. So I Called corporate for Cricket to get my services back on and they told me to go to one of their stores and show proof that I did attempt to make a payment and that my bank messed up. So I went to Cottman's cricket because that is where I started my phone services with them and I was greeted by an unprofessional female. She was taking personal phone calls while waiting on me and she had an attitude. She even had an attitude towards *** who was the active MOD. She kept telling her that she couldn't process her talking and that her brain needed to process everything that she was saying to her. I was just standing there watching her being rude to ***. I waited almost 30 mins for this unprofessional ***to resolve my problem. I showed her proof and she still did not get it. So I waited another 20 mins while she was on her phone, texting, and chatting on the computer with cricket corporate. After waiting she tells me that she fixed everything and that I would only have to pay $74.00 and everything will be taken care of. Also there was a $3 dollar fee because of doing the sale transaction in the store. So I paid it and then my phone was back on. So this morning my service was off again and the automated system said that I owed $23 and some change. I was livid, so I called Corporate again and told them about my store experience and the rep named sheila was no help. I asked for a supervisor and he said that he couldn't help me. So I had to pay an Extra $23 dollars because the unprofessional female *** did not do her job right and I lost $56 dollars because of my bank and unprofessional female ***.
I would like my $56 dollars back because I stuck to my agreement with the $74.00 bridge pay. It was my bank's error and not mines.
August 23, 2018
Revdex.com
Online Complaint
Complaint No: ***
Re: ***
Dear Sir/Madam,
This correspondence is in reference to a complaint filed by ***. In this complaint, Ms. states that she paid her Bridge-Pay payment on the due date and her pay card declined the transaction. Ms. states that she was not aware until after speaking with her bank that she was only allowed 12 daily transactions.
We contacted Ms. directly and apologized for the interactions she had with our Customer Care department and store advocate. Since we were able to see that Ms. did attempt to make the payment on the Bridge-Pay due date, we agreed to apply a courtesy credit equivalent to the additional amount that she was required to pay since her account had suspended.
We value Ms.s feedback and apologize for any inconvenience or poor service she felt she received.
Cricket strives to provide excellent service and we regret when that high standard is not met. We thank Ms. for her communication and trust that this explanation properly addresses her concern.
Regards,
Cricket Wireless, Customer Support
(The consumer indicated he/she ACCEPTED the response from the business.)
I do accept because they credited my account for $56 dollars to go towards our next bill.
A phone advisor made a change to my account that negatively impcted my grandfathered service plan. Now provider refuses to fix the issue.
I called Cricket customer service to add international calling and a movile hotspot to one of my 5 lines. I explained to the agent that I hd a special plan, he assured me he could add these features with no impact on my plan. When I went to remove these features I was advised that making changes would affect my plan, so the agent at the Cricket atorw called the customer service line for me. They told him that my plan had alreadg been removed. He reuqested they return the plan to the original price since this was done by an agent without my permission. Cricket said they would need to escalate my issue. A week after I was wxpwcting to receive a follow up, I called Cricket. They told me told me then that they woukd not restore my plan.
Restoration to previous service plan -or- $25 monthly credit to the account to offset the increase in my monthly plan
August 24, 2018
Revdex.com
Online Complaint
***
Dear Sir/Madam,
This correspondence is in reference to a complaint filed by ***. In the complaint, *** explains that she attempted to add features to her plan and it negatively impacted her grandfathered Group Save 1 Plan. *** claims the Cricket Wireless Telephone Representative did not advise her that the change would impact her overall price. *** would like her previous plan to be restored or a $25 monthly credit to offset the increase in the monthly plan.
Cricket Wireless Escalation manager, ***, spoke to *** on August 23, 2018 and explained that the referenced call would have to be monitored in order to be able to change and/or correct her promotional bill plan.
Existing customers activated under the Group Savings plan before November 5, 2017 can be impacted by changes made to their existing plan. Customers with the Group Save 1 discount will be grandfathered, as long as they do not make the following account changes:
Adding a line
Canceling a line
Changing a rate plan
Moving a line to another account
Resuming a line from cancel
Due to the observations made on the call, ***'s original, now grandfathered Promotional Price Plan of 5/$100 was reinstated. *** was informed of the change and is happy with the result of this resolution.
We thank *** for her communication and trust that this explanation properly addresses and closes her complaint.
Regards,
Cricket Wireless
Customer Corporate Relations
My *** hasn't been unlocked from Cricket. I purchased from ***. *** company is saying is locked. I can't switch carriers
I originally bought from best buy and activated it at Cricket. Everything was fine until I switched carriers to *** and said my phone was locked by Cricket and can't activate it. I got *** involved from *** company and got a conference call with *** Supervisor at cricket who escalated my case to have the phone unlock about 6 days ago. A day later a rece *** a phone call from cricket stating that the phone had been unlocked so I proceed to activated at *** and still no luck. Called *** again and said that the phone was still locked. I've called numerous of times to cricket and still no help. I paid 1100 dollars for phone that I can't use and don't see why Cricket would lock a device that is not owned by them. All I want is my phone to be unlock and can use at ***.
My *** to be unlocked from cricket so I can use with ***. Phone was purchased from *** at full retail price.
August 28, 2018
Revdex.com
Online Complaint
***
Dear Sir/Madam,
This correspondence is in reference to the August 19, 2018 inquiry regarding a complaint filed by ***. In her complaint, *** states that Cricket Customer Support refused to assist her with unlocking her device.
We communicated with *** via email on August 22, 2018 to discuss her complaint. *** stated that she uncovered the device she wanted to unlock was an AT&T device, and after reaching out to AT&T, she received the unlock code. She also stated that her issue has been resolved and she is currently using that device on ***.
We thank *** for her communication and trust this explanation properly addresses her concern.
Regards,
Cricket Wireless, Customer Support
I had issues with a phone that was malfunctioning I sent into the warranty the representative told me to remove my SIM card and send everything else back I did just as she said they sent me a phone without the battery was a bad cover they claimed they had to listen to the recorder I waited 10 days no one ever contact me I kept contacting them it been 6 weeks since I been complaining about this issue today it's August 15th 2018 they sent me a replacement phone the second time without a battery in the back cover told me or my second complained that they were going to send me the whole complete phone I still have not yet received it no one gives up supervisor names extension numbers supervisor never available to address the situation supervisor put the complaint on to the representative who answers the phone who have no Authority it is unacceptable this is the second uncomplete phone that I receive I called today August 15th 2018 two minutes after I receive the second uncomplete phone package and again a supervisor cannot talk they are very busy no one can talk to me call back tomorrow that is so rude I've been without a phone for 6 weeks no phone service but I still have to pay my phone bill paid in full but I have no service I have no phone Cricket is totally out of line the company does not respect their customers and do not appreciate their customers
No services provided after $164.12 payment. Was misinformed at beginning. Refund refused!
On Aug 8, 2018, my niece invited my grandaughter & I, to share her Cricketr account. My youngest grandaughter was in the hospital and we all three needed to stay in touch due to her bad condition.
I spoke to sales rep at the West Plains store and he assured me that service would continue as Addtional linesthrough nieces account. I paid him $164.12. But on Aug 13,2018 my Services was stopped. Also my niece & grandaughter
I returned to see if mistake had happened. At this time he mentioned a bridge payment. I didn't have more $$ to pay, plus no phone service when need most. I was also told that I could not get my money back. Why not? I did nothing wrong. I want my money back so I can get phone service that works. I feel I was scammed. The agent never mentioned any additional charges and I did not receive service I paid for, they just stole my money. I am disabled and in disbelief that they would steal last dime from me
I am seeking my phone service in which was paid for. Or I expect a full refund of amount charged to me.
August 24, 2018
Revdex.com
Online Complaint
Complaint No: ***
Re: ***
Dear Sir/Madam,
This correspondence is in reference to the August 14, 2018 inquiry regarding a complaint filed by Ms.. In her complaint, Ms. states that Cricket provided her with misinformation about service payments. She has requested Cricket to re-activate her service from suspension or provide a refund for the amount of $164.12.
In researching Ms. complaint and account, we found no discrepancies or misinformation that may have been provided to her. Ms. activated a new line of service on August 4, 2018 and paid for the device, activation fee, and prorated service payment fee. She also made an additional service payment to the account on August 4th. However, when the new billing cycle started on August 6th, the account had a remaining balance, which was never paid, and that lead to her account being suspended.
We communicated with Ms. via email on August 21, 23, and 24, 2018 to discuss her complaint. We explained to her the billing/payment process and our findings. We have also informed her that since there were no errors made on Cricket's end and per Cricket's Terms and conditions found at ***, all service payments are non-refundable. We are unable to re-activate her service without the required pre-payment. Cricket Wireless has declined the refund requested.
We thank Ms. for her communication and trust this explanation properly addresses her concern.
Regards,
Cricket Wireless, Customer Support
(The consumer indicated he/she DID NOT accept the response from the business.)
To whom it may concern,
The Cricket representive at the West Plains location assured me that my payment of $164 was all that was needed to activate services for a month...a month, not 10 days!
I explained to him that my grandaughter was in hospital fighting for hers and baby's life and that I must have phone service to stay in contact with hospital. I also explained that I am disabled & live on fixed income. That I could not afford to pay any hidden fees.
I asked them to send me copy of invoice. They did not. They sent me something in a foreign language instead. I have no idea as to what it says. I only speak English.
I have had many cell phone services over the years and have never had any problems with anyone except with Cricket!
Therefore, I do not accept their response. I do not accept that they just took my last $164 and I do not accept the fact that they knew my situation, and still they scammed me!!
Sincerely
September 7, 2018
Revdex.com
Online Complaint
Complaint No: ***-Rebuttal
Re: ***
Dear Sir/Madam,
This correspondence is in reference to a rebuttal complaint filed by Ms.. In her complaint, Ms. alleges the local Cricket Authorized Retail store for charging her hidden fees. She also states the information she requested from Cricket Wireless was not provided to her, and the email was not sent in English.
In researching Ms. original complaint and account, we found no discrepancies or misinformation that may have been provided to her. Ms. activated a new line of service on August 4, 2018 and paid for the device, activation fee, and prorated service payment fee. She also made and additional service payment to the account on August 4th. However, when the new billing cycle started on August 6th, the account had a remaining balance, which was never paid, and that lead to her account being suspended.
We communicated with Ms. via email on August 21, 23, and 24, 2018 to discuss her complaint. We explained to her Cricket's billing/payment process and our findings above. We have also informed her that since there were no error made on Cricket's end and per Cricket's Terms, all service payments are non-refundable, we cannot re-activate her service without the required payment or provide a refund she requested.
Ms. had requested a copy of the invoice for the August 4th transaction. We informed her on August 29th that in order for us to provide a copy of the invoice, she would need to validate the account, since she is not the account holder. In regards to the email she states was sent her using foreign language, we verified it was in-fact sent English fonts, and we forwarded the email to her. We have recommended checking the font settings on her device to make sure the document displays in English. We have again explained to her that there were no hidden charges or discrepancies with her bill. Due to non-payment of the new balance on the account, service was suspended. Therefore, we cannot re-activate her service with the required payment or provide a refund she requested.
We thank Ms. for her communication and trust this explanation properly addresses her concern.
Regards,
Cricket Wireless, Customer Support
I called customer service about activation of a line being ported from another provider. The customer server representative was initially not coming to the phone and wanted to speak on the speaker phone (which was hard to understand). Then, she came on the phone and was quite rude. When asked a question about extra charge she wanted to place on the account, she abruptly disconnected the call.
All of their support reps have a thick accent and difficult to understand.
The website provides no way to send complaints about their employees to their management.
I had a deposit with them of $200.00 when I canceled my acc because I got a new phone and went on a family plan . I did read that they said that
I did read the terms that stated that I would loose my deposit if I canceled it. I am a disable Vet. retired and on a fixed income to have to loose $200.00 is not far
give my money back
August 20, 2018
Revdex.com
Online Complaint
Re: ***
Complaint ID:***
Dear Sir/Madam,
This correspondence is in reference to a complaint filed by Mr.. In the complaint, Mr. explains that he made additional advanced payments on his Cricket Wireless prepaid wireless telephone service. Mr. canceled the service in order to go to another provider. Upon calling Cricket Wireless Call Centers he was advised of Cricket Wireless' Terms and Conditions and was denied a refund. Mr. is requesting that Cricket Wireless make an exception and refund $200 minus the days used.
We attempted to speak with Mr. on August 17, 2018 to discuss his complaint in further detail without success.
Acceptance of our Terms and Conditions of Service are a requirement for activating service. Detailed in the Terms and Conditions found online at ***: Amounts paid for service charges are non-refundable and account balances are nontransferable, refundable, or redeemable for cash. If your account is suspended or cancelled, for any reason, any remaining balance in your account will be forfeited.
Cricket Wireless has made an exception, and provided a partial refund of the last payment.
We thank Mr. for his communication and consider this complaint resolved.
Regards,
Cricket Wireless
Customer Corporate Relations
WiFi Calling related issues from day 1
I'm not a customer demanding money rather I just want this service to work and am frustrated that I must go public and formal to get assistance.
I live in an area that has terrible phone reception. For that purpose I purchased 2 Moto e5 Supra phones from Cricket to be able to use the WiFi Calling and texting features. From day 1, WiFi calling wouldn't enable. After almost 2 months and literally dozens of hours on the phone with support I got a ticket into the Advanced Technical Support team. They identified a problem on their side and resolved the WiFi calling. However my phone will not recognize a security OS patch that should be available and we cannot send or receive MMS, group messages or long messages while using Mobile WiFi. I have spent hundreds of dollars on Cricket branded phones just to have the WiFi calling feature for phone service at my home and it didn't work for at least a month and now I don't know what's supposed to work or why my phone isn't updating. It is even more frustrating when technical support AND THEIR SUPERVISORS refuse to create a ticket and escalate and refuse to give you anything but their first name...***. What took almost a month was that every tech told me that WiFi calling doesn't work without mobile data. After weeks and many hours I finally had to become verbally abusive to an employee to get them to create the ticket in the first place as they were refusing to do so.
#1 When is it policy to refuse escalation?
#2 Why are so many technical support representatives telling customers that WiFi Calling requires mobile data to work?
#3 Are there technical support documents for the agents to follow for troubleshooting and answers to customer questions and why isn't the WiFi calling steps in there?
#4 Is it policy that a support rep only has to give their first name (***) and no other information for the customer to use in a complaint?
#5 Is it acceptable for a supervisor to tell a customer to get a lawyer to find out the details of a ticket? Especially since customers are bound to arbitration thus negating the lawyer for suing for information? All I wanted was the name of the person who closed it because they had never contacted me or left a voice message when the ticket details say they did.
#6 Does WiFi calling support MMS and group chat messaging? If not, why isn't it stated on your website for WiFi calling limitations and why isn't it mentioned at all on your website as a limitation? I've spent hundreds of dollars now to find it doesn't work as intended or advertised?
#7 Please help troubleshoot why my phone isn't updating the security patches through System Updates.
#1 When is it policy to refuse escalation? #2 Why are so many technical support representatives telling customers that WiFi Calling requires mobile data to work? #3 Are there technical support documents for the agents to follow for troubleshooting and answers to customer questions and why isn't the WiFi calling steps in there? #4 Is it policy that a support rep only has to give their first name (***) and no other information for the customer to use in a complaint? #5 Is it acceptable for a supervisor to tell a customer to get a lawyer to find out the details of a ticket? Especially since customers are bound to arbitration thus negating the lawyer for suing for information? All I wanted was the name of the person who closed it because they had never contacted me or left a voice message when the ticket details say they did. #6 Does WiFi calling support MMS and group chat messaging? If not, why isn't it stated on your website for WiFi calling limitations and why isn't it mentioned at all on your website as a limitation? I've spent hundreds of dollars now to find it doesn't work as intended or advertised? #7 Please help troubleshoot why my phone isn't updating the security patches through System Updates.
August 26, 2018
Revdex.com
Online Complaint
Complaint No: ***
Dear Sir/Madam,
This correspondence is in reference to a complaint filed by ***. In this complaint, *** states that he is experiencing technical issues with his group SMS and MMS messaging feature.
We know that cellular service is important to our valued customers. ***'s account was thoroughly researched. *** was contacted by telephone on 8-23-2018. A technical case was created to address his issue with Case number, ***.
A technician did reach out to *** and explain the following:
"The customer was educated the customer the status of his coverage for his location address - ***
Unfortunately, due to the extremely poor to limited cell coverage for his home location we are not able to adequately provide cellular data service which is required for group SMS and MMS; Wi-Fi only will not work for group SMS or MMS cellular data (mobile data) is required. Also, Wi-Fi calling is working for him with no issue and per call log shows customer able to make and receive calls while in Wi-Fi connection while indoors."
Coverage limitations may also affect your actual network speed, and coverage can be affected by terrain, weather, foliage, buildings, indoor use, signal strength, customer equipment and other factors.
Again we do value *** as a customer, and a one month credit was added to his account.
We value feedback and apologize for any inconvenience or poor service he felt he received. Cricket strives to provide excellent service and we regret when that high standard is not met.
We thank *** for his communication and trust that this explanation properly addresses his concern.
Regards,
Cricket Wireless, Customer Support
On July the 19 my daughter to cricket about a broken screen that she took insurance out on but someone from cricket cancelled her insurance which is in my name and would not cover her broken screen, the person I spoke with said was busy to someone in in March 2015 but the phone wasn't purchased in September 2015. I can't get answers from cricket.
Account_Number:
Other (requires explanation) An explanation from cricket why it was cancelled
August 20, 2018
Revdex.com
Online Complaint
Complaint No:***
Dear Sir/Madam,
This correspondence is in reference to a complaint filed by Ms. *** regarding Cricket Wireless. In this complaint, Ms. states she had Cricket Protect on her daughter's device but her daughter went into a Cricket store to file a claim for her broken screen and was advised she didn't have insurance on her device.
We reviewed Ms. account and wasn't able to find any payments associated with Cricket Protect on her daughters device. We contacted Ms. and advised her that per our investigation we were not able to locate any payments for Cricket Protect on her daughter's line for the last 13 months. We explained at this time because we don't show any payments for Cricket Protect on the device we cannot assist with getting the device covered by the insurance provider. She stated she was advised it was removed back in September 2013. We explained we cannot offer Cricket Protect on the damaged device.
If Ms. chooses to upgrade her daughter's line with a new device, she can then add Cricket Protect to that device at the time of purchase.
Cricket strives to provide excellent service and we regret when that high standard is not met. We thank Ms. for her communication and trust that this explanation properly addresses her concerns.
Regards,
Cricket Wireless
Customer Corporate Relations
I called this company because I could not get in my phone starting 8 am this morning, Was told to go to cricket store ***
The rep at the store stated she can not reset the phone her name is ***, Than I call back phone rep told me I needed a new sim card, I went an brought a sim card, still was unable to use my phone, Than I call back ask for a sup. they transfer to tech support, they hang up the phone on me, I call back was on the phone for almost 2 hours, The cricket rep calls samsung, the samsung rep tries to reset the phone but the phone would not, than th sansumg rep states how many times have you had her reset the phone she said many times, he states when they kept telling me to reset it mess up the hardware. They are telling I have to buy a new phone when they mess up my hardware. This is very bad customer service.
A phone that works, without me paying more money.
August 21, 2018
Revdex.com
Online Complaint
Complaint No:***
Re: ***
Dear Sir/Madam,
This correspondence is in reference to a complaint filed by Ms.. In this complaint, Ms., states she called in to Cricket Wireless customer service because her device wasn't working. She states she was told to take her device to the nearest store location to have someone take a look at it. She states she was then told she needed a new SIM card so she purchased one and her phone still didn't work. She state she called in again and was transferred to tech support, who advised her to do a factory reset to restart the device. She states she did several times but it still wouldn't work. She states the representative then contacted Samsung support who advised to do the same thing a factory reset. Which still didn't work. She was then told because they did it so many time that it damaged the hardware in the device and she would need a new phone. She states she wants a new phone and doesn't want to pay anything for it.
We reviewed Ms. account and found that her account has been cancelled and her number has been ported out from Cricket Wireless. We contacted Ms. to apologize for any inconvenience she may have experienced with our service and representatives. We advised her that, unfortunately, since she was no longer with Cricket Wireless we were not able to assist her further. She stated she understood but needed a working device and decided to go with a different provider.
We apologize for any inconvenience or poor service Ms. felt she received. Cricket strives to provide excellent service and we regret when that high standard is not met.
We thank Ms. for her communication and trust that this explanation properly addresses her concerns.
Regards,
Cricket Wireless, Customer Support
(The consumer indicated he/she DID NOT accept the response from the business.)
I still feel I was not treated right, & had to pay $290.00 to get another phone. But cricket basic said it's nothing they can do now, Thank you for you time Revdex.com. I guess nothing can be done.