Cricket Wireless Reviews (%countItem)
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Cricket Wireless Rating
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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My screen began to freeze and my speakers didn't function properly. I contacted Assurion Wireless the insurance provider for Cricket Wireless March 7 2018 paid the 40.00 deductible and was sent a refurbished replacement device. I was having the same issues as the phone that was just replaced. I contacted the insurance company again and was sent another refurbished phone.This phone had the same issues as the previous phone. I contacted the insurance explainedhad to return this phone as well due keypad and speaker malfunctions. I shipped this phone back and received yet another malfunctioning phone. The next refurbished phone was worse than all of the others. The only way I could call or speak to someone was if the speaker was turned on.I sent that phone back as well. I have complied with everthing asked of me and yet am receiving malunctioning phones. Neither Cricket nor Cricket will stand behind this horrible product. I have spoken to someone at ZTE the company who manufactures this product and have only gotten as far as a supervisor whom refused to transfer me to a manager stating that he was the highest rank person in the customer service department. He was rude, cockey, and condescending,and responded to me like he could care less about the product their company is promoting and selling. He made me feel as though we're selling you suckers these phones. We don't care that they don't work and don't call us about your complaints about our product. ZTE is a horrible company. Their customer service is so bad. I've had better experiences with some automated services than this company's live representatives. This company should be shut down, fined, and banned from selling anything in any country. They are receiving and reissuing the same old returned phones in and out of their warranty department. Someone should investigate ZTE's warranty and returns department. Something's terribly out of sync..
Product_Or_Service: Other /ZTE GRAND MAX 2/Unlimited
Account_Number:
Other (requires explanation) The problems with your phone are repetitive. I have returned 4 and received 4 different handsets and receive 5 and they all have pretty much the same isuues. Screen freezing and malfunctioing speakers. I want to know what my legal right s are to be made whole as a consumer with ZTE a vendor of Cricket Wireless Communications.
June 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, Ms. states that she has had several occasions where she received a replacement through Asurion. Ms. states she was disappointed with Asurion and ZTE.
We always want to make sure our customers have a seamless, satisfying cellular experience.
Ms. was contacted by phone on 6-11-2018. She stated that she was disappointed that she received many replacements that still did not work through Asurion.
We thanked Ms. for her feedback. We also thanked her for remaining a customer, and assured her that we use her feedback to relay to Asurion, so we could look at possible improvement when it comes to replacement options. A courtesy credit was applied to her account, and she was happy.
Cricket strives to provide excellent service and we regret when that high standard is not met. We thank Ms. Ms. for her communication and trust that this explanation properly addresses her concern.
Regards,
Cricket Wireless, Customer Support
I have been having signal issues for the majority of the time I have had Cricket. At first I had decent signal on all 5 of my phones but now I am lucky to have 1 bar of signal. I drop calls and when I am able to talk to someone they are all the time saying they lost me and cant hear me.(on all 5 phones) I have contacted Cricket over and over and opened 2 different case #'s so far. I keep getting the same run around saying everything is working properly. I am in the middle of their 4G LTE coverage area and I did have decent signal when I started the service.
Product_Or_Service: LG /LG Stylo 3/Unlimited
Account_Number:
Other (requires explanation) I just want the service fixed and to be able to use the 5 phones I pay monthly service for. Tired of the run around. fix the problem and all will be fine.
June 12, 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 he has been experiencing weak signal on all five of his lines. Mr. states that several cases have been opened concerning intermittent service. Mr. is requesting that the problem be fixed so that he can use his service functions properly.
Upon reviewing Mr. account, we discovered that he cancelled his service. We contacted him directly and he is now requesting a refund for his advanced payment since he's cancelled his service. We agreed to issue a refund equivalent to a month of service for all five of his lines, the refund was issued back to the original payment method. 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 ACCEPTED the response from the business.)
I was charged twice for a purchased phone on April 6 2018. I took my bank statement to the dealer and showed him the charge on my account. He stated he had no record of the transaction. I've given him ample time to the resolve this double charge with no response. The amount was 168.55 as seen on the credit union statement posted on April 7 2018. I've made three trips to the store with no satisfaction. Cricket Wireless located on ***
Account_Number:
Other (requires explanation) I would request the refund of the 168.55.
June 11, 2018
Revdex.com
Online Complaint
Complaint No: ***
Re: ***
Dear Sir/Madam,
This correspondence is in reference to a complaint filed by *** regarding Cricket service. In his complaint, he reports that he was charged twice for a purchased he made at a Cricket Authorized Retailer on April 6, 2018. He checked his credit card statement and there are two $168.55 charges from Cricket on that day. He is asking for a $168.55 refund.
Upon receiving this complaint we reached out to the Authorized Retailer's District Manager to further investigate the double charge in question. The store ran a payment integration report, but could only find one payment for $168.55. The Authorized retailer then reached out the merchant services and understood there in fact was a duplicate charge for the dollar amount in question but only visible in the merchant services' system. This was caused by the store billing system crashing in the middle of the transaction the day that Mr. went into the store. The Authorized Retailer has requested that merchant services reverse the duplicate payment back to Mr. credit card. The merchant services advised that this will take them 3-5 business days to process.
We spoke to Mr. on June 6, 2018 and advised on the aforementioned. Mr. had no more questions.
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
I purchased a phone, phone case, activation fee, and service on 5-23-18 for 100.00. I live in town. I got my phone home. I had no service on the phone for several hours after porting my number. At about 2pm my phone switched over to cricket. My phone did not work inside my home. I live in the middle of the city so it's not location. My wifi would not pick up on the phone either so I ended up running out of data the first day. I thought I would still attempt to use the service and hopefully it would get better. The phone didn't hold a charge for any length of time and when it did shut off. It took about 20 minutes to turn back on due to optimizing applications. I decided today 5-30-18 at 11am that I would bring it back. The website says 7 days. So in my mind I had from Wednesday to Wednesday to return my phone. When I went into the store she informed me that she could only give me back 30.00 which was the price of the phone. When I paid 20.00 for a case and ask the other things and fire terrible service. I was fine with that. What I didn't realize was that Wednesday to Wednesday was 8 days. Even though my service didn't become active until the afternoon Wednesday was considered a day. I left and called costumer service and they were completely unwilling to help me in anyway as I was one day outside the window. I asked to speak with a supervisor and she was not helpful either. She told me to dispute the payment with my bank? Why would I dispute the payment with my bank when I made the payment willing. I would think that would be some sort of fraud. When asking her last name she wouldn't give me a last initial or employee number. Just said her name was Amy.
Product_Or_Service: Other //
Account_Number:
Other (requires explanation) I feel like I deserve my money back. If not all, then some. This is a technicality. This was not my fault that their product was terrible and unreliable.
June 11, 2018
Revdex.com
Online Complaint
Complaint No:***
Re: ***
Dear Sir/Madam,
This correspondence is in reference to a complaint filed by *** regarding Cricket service. In her complaint, she reports that she paid for a phone, phone case, activation fee, and service on May 23, 2018 at a Cricket Authorized Retailer. Once she got home she realized that she was not able to receive any service, she could not make or receive calls. She states that the cell phone, also had some issues, it would not hold a charge. She attempted to return the device back to the store on 5-30-18 and was advised by the Authorized Retailer's advocate that she was passed the device return period, and they could not assist her with her request. She is asking for a full refund.
We checked Ms. account and found that her home is in a best network coverage area. We also found that her account was cancelled on May 30, 2018. Our system shows that there was no network usage while the phone was active.
Please note that the availability of Service and coverage services may be interrupted, delayed, or otherwise limited for a variety of reasons, including environmental conditions, unavailability of radio frequency channels, system capacity and constraints, priority access by National Security and Emergency Preparedness personnel in the event of a disaster or emergency, coordination with other systems, equipment modifications and repairs, and problems with the facilities of interconnecting carriers. We do not guarantee the availability of the wireless network or any Wireless Services. Customers will not receive a refund or credit for the unused portion of their account balance if they decide to cancel Service before their monthly service period ends.
We called Ms. and advised on the aforementioned. We were able to come to an amicable resolution that Ms. was happy with.
We thank Ms. for her communication and trust that this explanation properly addresses her concern.
Regards,
Cricket Wireless, Customer Support
This complaint is against Cricket Wireless. They somehow seem to have by bank card on block, and refuse to remove the block. I pay my bills with all other companies online with no problem. My bank doesn't have my card on block. Their reason for doing this is pointless, and I want them to remove the block ASAP. I was told this would take at least 5 more months. They are forcing me to withdraw cash from the ATM, and pay the fee of 3 dollars to process my payment which isn't fair.
Product_Or_Service: Samsung /Halo/
Account_Number:
Other (requires explanation) I want Cricket Wireless to remove the block they have on my account, so I can pay my bill on their automated service over the phone.
June 7, 2018
Revdex.com
Online Complaint
Complaint No:***
Re: ***
Dear Sir/Madam,
This correspondence is in reference to a complaint filed Ms. regarding Cricket Wireless. In this complaint, Ms. states she was unable to make payments with her bank card because Cricket has blocked her credit card from our payment systems. Ms. feels that Cricket is forcing her to pay an additional $3 to process her payment at an Authorized Retail location.
We were unable to locate an account under Ms.' name, numbers provided as well as the email address provided. Without important account information, we are unable to assist her with this complaint.
We attempted to contact Ms. via both numbers provided in her complaint and were unsuccessful. We e-mailed Ms. on June 7, 2018 with our contact information and a copy of this letter should she choose to contact us.
We want to thank Ms. for her communication and look forward to hearing from her should she decide to further address her concern.
Regards,
Cricket Wireless
Customer Corporate Relations
I live a mi from the nearest tower and considered in a dead zone and Cricket assured me they could provide me service. prior to Cricket I had used Jitterbug with great call and wasn't able to receive service . I am unable to use att without an inside tower. I have had this problem for 7 yrs. crickett was aware of this problem of my calls being dropped and other party saying they couldn't hear me and I was waving in and out on business calls. I purchased the service on Fri May 18 2018 and was in their store telling them I wasn't getting service on Sun. May 2220. they called att and att said they would boost the tower I was back at the store on Mon.May21 2018 and store mng went to chat and an hour later I was given a notice saying they would cancel the line at that time and my money was nonrefundable that I had 30 days to get the line back on and if I need the ph I would have to pay a $15 activation fee. in my confirmation from chat manager here states that I reason for complaint is I am not receiving service in my home. My health is not good and I need a working phone. I contacted Sprint on May 29on line. no one will assure me service without a phone that is equipted with cdma or gsm. at this time I am using a State issued phone with no problems.
Product_Or_Service: LG*** residential cell service
Account_Number:
Other (requires explanation) I would like this fee including $ 25 dollars activation fee totaling $67.35 to my credit card Chase
June 12, 2018
Revdex.com
Online Complaint
Complaint No: ***
Re: ***
Dear Sir/Madam,
This correspondence is in reference to a complaint filed by ***. Ms. states she was told she would have service with Cricket Wireless. After purchase, Ms. states she did not service inside her home and she was told she would have service. Ms. is requesting a full refund.
We contacted Ms. via phone on 6/12. Ms. states she was told she would have service in her area, but she was unable to get service inside of her home. Cricket Wireless' policy states: Cricket Wireless does not guarantee the availability of the wireless network or any Wireless Services. Actual coverage may vary and be affected by terrain, weather, foliage, buildings, signal strength, high-usage periods, customer equipment and other factors. We do not guarantee coverage and our maps do not show actual network coverage or performance. Service was used on Ms. account prior to canceling her service. We typically do not refund for service, but as a courtesy we will provide a refund of her service fee. Ms. requested the refund for the activation fee as well. We are unable to provide a refund for the activation fee. The device was activated, and service was used. This fee goes directly to the Authorized Retailer and is non-refundable. Ms. feels she deserves the full refund. Once service is used, payments are non-refundable. We are providing a one-time courtesy refund for the service fee. Ms. accepted.
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
(The consumer indicated he/she DID NOT accept the response from the business.)
there response is that they didn't guarantee me service under certain circumstances. I have nothing in my contract stating any certain conditions. the Gentleman I spoke to on 6/12/18 was stating I had used 7% of my service. I stated it was calling Cricket. In my opinion Cricket fast talks ppl and argumental. I was offered $30 of a $67.35 contract. Cricket stated that *** store was separate.
Call on May 17 and asked for coverage for Mexico for one of the line to be active and the representative charged $6.5 for four days coverage and promise noting will be change after coming back to the States, and we did on the next Tuesday May 22 to cancel the Mexico coverage and the representatives (other one) also said nothing will be change and our plan will be back to normal as $100 per month. However, say the bill for May is already $130 per month and June as well. Call today as May 30 and saw the bill for June is $130 per month already and was told that there is nothing they can do but sorry.
Product_Or_Service: Apple //5 lines for $100
Account_Number:
Other (requires explanation) Credit back the over change and have the plan back to normal as $100 per month as they promoise at the beginning.
June 17, 2018
Revdex.com
Online Complaint
Complaint No:***
Re: ***
Dear Sir/Madam,
This correspondence is in reference to a complaint filed by Mr. regarding Cricket Wireless. In this complaint, *** stated he called to add an international feature to one of his accounts. He stated that he was not advised requesting this change would take him out of his now grandfathered 5 lines for 100 rate. He is asking to be put back on his old plan.
We contacted Mr. and advised him of our findings, and we also advised him that we would put the account back on the old rate plan.
We apologize for any inconvenience or poor service Mr. felt he received. Cricket strives to provide excellent service and we regret when that high standard is not met.
We thanked Mr. for his correspondence and trust that this explanation properly addresses his concern.
Regards,
Cricket Wireless
Customer Corporate Relations
After talking to two different representatives about the service coverage in my area they were confident that I would have good coverage. So I decided to purchase four lines of service for 100.00 (one of their deals they had going on). With this plan I was to get four lines of unlimited calling, texting, and data. Which is a good deal. They were also running a deal that when you port your number over you can get a free phone, so I ported three numbers and got three free phones for switching. When I received the phones in the mail I activated them and the service was not great. I had to stand outside and hold the phone up to get one bar of service. I called cricket and told them that I was unhappy with the serivice and I requested that I send the phones back and get a full refund. They told me that they were unable to give me a refund because the money was used to activate the service and that's once it was activated they could no longer give me the refund. I told them that I couldn't even use the phone because the coverage was horrible. They still refused the refund.
Account_Number:
Other (requires explanation) All I would like to do is send the phones back and get the refund I deserve. Especially since I called cricket and asked them what the coverage is like in my area. They ensured that I would have great coverage and I would not have to worry about not having service.
June 15, 2018
Revdex.com
Online Complaint
Complaint No: ***
Re: ***
Dear Sir/Madam,
This correspondence is in reference to a complaint filed by Mr.. In this complaint, Mr. states that he was provided with misinformation about coverage by Cricket's Customer Service. He is unable to receive service where he lives and would like a refund for the service payment.
In researching Mr. complaint, we found that Mr. lives around moderate to poor coverage area. We communicated to him that per Cricket's Terms and Conditions, all service payments are non-refundable. We have also explained to him that Cricket cannot guarantee service since many factors such as terrain, weather, foliage, device, SIM etc. can affect it. However, we were able to determine that Mr. was not provided with adequate information regarding the service coverage near his residence. Therefore, on June 15, 2018, Mr. request for a refund was approved.
We thank him for his communication and trust that this explanation properly addresses his concern.
Regards,
Cricket Wireless, Customer Support
I paid for my monthly service through auto pay on 5/16/18. I called on 5/26/16 to ask that my auto pay service be cancelled and asked for the account to be cancelled once the month was up. I couldn't understand the agent as she didn't speak very good English and there was noise in the background but she said she would cancel the auto pay and that the account would be cancelled once they didn't receive a payment next month. I said ok and then while she was explaining it to me the phone cut off and I couldn't make a call back. Used another phone to call customer service back and was told they cancelled the service as of today, they couldn't give me a refund for the days I didn't get to use the service and if I wanted them to turn it back on to finish using the month I would have to pay a reactivation fee and a month of service. I then asked to talk to a manager and was told I would be transferred but was left on a line that no one answers and after 10 minutes was hung up on.
Product_Or_Service: Other /Ate gran xt/Unlimited
Account_Number:
Other (requires explanation) I would like a refund of the money for the pro rated amount I didn't get to use my service
June 11, 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 called on May 16, 2018 to ask that his Auto Pay be cancelled so that his services would suspend at the end of his billing cycle. Mr. explains that the representative did not speak proper English and there was noise in the background. Due to this lack of communication, the representative cancelled his services immediately. Mr. explains that his services were cancelled immediately and after asking for a manager his services would not be turned back on without a payment. Mr. is asking that Cricket Wireless refund him the prorated amount of service he did not utilize.
We attempted to speak with Mr. on June 6, 2018 to discuss his complaint further. Mr. answered the phone and hung up when Cricket manager, Damaris stated her purpose for the call.
On June 8, 2018, we were able to review the call to investigate Mr. claim, and we found that the agent properly followed Cricket's cancellation process. Mr. requested that both the line and Auto Pay be canceled. There was background noise on the call but this was on Mr. end. The agent's English was clear to understand. The agent reiterated several times during the call that Auto Pay and the line would be canceled, and provided proper expectations, and gained Mr. agreement.
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 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.
Mr. request for a refund is denied.
We thank Mr. for his communication and consider this complaint resolved.
Regards,
Cricket Wireless
Customer Corporate Relations
I purchased Sim card from Amazon and followed instructions to activate, which included instructions to set up Cricketwireless account and test the IMEI number, but the new Sim never got service with my Samsong S5 Mini. I took the phone to the store and they were able get the Sim to work with a phone they had in the store. As I never got any service I requested a refund from the customer service online, but they just quoted company policy, so no refund.Thank you,William Stewart
Product_Or_Service: Samsung /Unlocked Samsung S5 Mini/5 Gb Prepaid dat
Account_Number:
Other (requires explanation) If the Cricket would credit my credit-card I would consider the matter resolved.
June 7, 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 he purchased a SIM card from Amazon, later to discover that his (Bring Your Own Device) was not compatible on Crickets network. Mr. would like a refund issued for the service charges.
We contacted Mr. and agreed to issue a refund equivalent to a month of service. Mr. is satisfied with our resolution.
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
I purchase 5 phone from ATT around Christmas time my 2 grandson used the phones and agreed to pay monthly billing, on May 18 I suspended the lines due to no payments for 4 months and the followingday they went to Cricket and had the phones turn on as a prepay phones these lines belong to me under a 2 yr contract with ATT and by canceling my lines they broke my contract and now the installments payments are due on the 15th of June. Plese assist me in this matter as I am disabled and this was stolen phones still on my contractt, I provided a printout from ATT to Cricket and because I dont know the pin these kids put on these stolen phones they refused to assist me. canbe reached at 904 5289750a
Product_Or_Service: Apple /xphone/iphone 8/
Account_Number:
Other (requires explanation) Need payment sent to ATT Xphone was 999.99 and iphone 8 was 699.99 or disconnect and port my numbersback to ATT for installments on these phones they will reactivate them
June 4, 2018
Revdex.com
Online Complaint
Complaint No: ***
Re: ***
Dear Sir/Madam,
This correspondence is in reference to a complaint filed by *** regarding Cricket service. In her complaint, she reports that she purchased 5 devices from AT&T around Christmas 2017. She let her two grandsons use the phones and they agreed to pay the monthly bill. On May 18, 2018 Ms. suspended the lines because her grandsons were not making their service payments. Ms. grandsons ported two lines from AT&T to Cricket Wireless and she continues to owe $1,699.98 due to breaking a 2-year contract with AT&T. Ms. asks that Cricket sends a payment to AT&T in the amount of $1,699.98 or that we help her port the numbers back to her AT&T account.
On May 1, 2018 we called Ms. and explained that we do not allow for phone numbers to be ported in to Cricket Wireless without first verifying the security information from the previous provider. For her grandsons to have successfully ported the two lines to Cricket Wireless, they would have had to have known the security information/PIN for her AT&T account. She stated that they took that information without her consent. Ms. does not know her grandson's new Cricket account information. We advised that unfortunately we are not able to assist her with her request. We advised she will want to contact her grandsons and request that they initiate the numbers transfer back to AT&T.
We thank Ms. for her communication and trust that this explanation properly addresses her concern.
Regards,
Cricket Wireless, Customer Support
(I am filing a compliant on behalf of my sister, who is dealing with the birth of her child at the moment) My sister *** went into the cricket wireless on *** on May 22,2018, her current apple iPhone was broken and she went to purchase a new phone. When in the store it was near closing time and the representative helped my sister she asked my sister if she would like to place her sim card in the phone. My sister replied no currently I have my daughters phone and will place the sim card in once I get home. The rep did not show my sister the phone before placing it in the box before putting it in the bag and once my sister got home she open the box to look at her phone and the phone had a dent in the back of it as if the phone came off of one of the displays at the store. Then my sister went back to the store to advise the manger of the store of what happened and the manger stated " you did not purchase the phone this way, and my sister stated that he should replay the camaras because this is how she was given the phone. My sister then the same day tried to get her old phone screen fixed and went to the same store and they "fixed" the screen only to find out that she can not use her home button which shows that they did not fix the screen at all.
Product_Or_Service: Apple //
Account_Number:
Other (requires explanation) We would like for my sister to receive a new phone and as well as her old phone screen that she brought in for purchase to be properly fixed. We are highly upset as she has been a paying customer for years with this company.
June 13, 2018
Revdex.com
Online Complaint
Complaint No: ***
Re: ***
Dear Sir/Madam,
This correspondence is in reference to a complaint filed by Mr. on behalf of his sister ***. In this complaint, Mr. states that a local Authorized Retailer sold his sister a damaged iPhone 6S. He also states that his sister's previous device, which had a damaged screen, was inadequately repaired by the Authorized Retailer. Mr. has requested a new iPhone as a replacement for the iPhone 6S, and also requested the older device's screen to be properly repaired.
In researching the complaint, we found that Ms. *** purchased the iPhone 6S on May 20, 2018. She purchased the device at a discounted rate since it was a display model. We have verified with the Authorized Retailer that the device was properly inspected, and proper expectations were set regarding the device being a display model. At the time of the iPhone 6S purchase, the device did not have any damages. Cricket Wireless or Cricket's Authorized Retailer does not repair/replace screens.
We communicated with Mr. via email on June 10, 2018, that iPhone 6S was not damaged at the time of purchase, and Cricket Wireless or the retailer is not responsible for any accidental damages that can occur to a device while it is in customer's possession. Therefore, we are unable to provide a new device as requested. We have also explained to Mr. that since the retailer did not repair/replace the older device's screen, we are also unable to repair the damaged screen. As a good-faith effort for any inconvenience Ms. may have felt during this process, we have offered to credit the $25 upgrade fee if she wishes to purchase a new device, which Mr. declined.
We thank Mr. for his communication and trust that this explanation properly addresses his concern.
Regards,
Cricket Wireless, Customer Support
I pre-paid for 30 days of service and my phone was stolen on the second day. I suspended service and there's nothing cricket will do to help or assist
I pre-paid for 30 days of service and my phone was stolen on the second day. I suspended service and there's nothing cricket will do to help or assist with the money I just put up. I don't have money to get a new phone, I had struggled to even get the money to turn my phone back on in the first place. It was suspended for a week prior. I finally paid it and then my phone gets stolen. No one seems to understand or even cate about the hardship their customer is going through. The money can't be transferred to my girlfriends line, or refunded in anyway. Cricket is just saying I'm out of luck. I paid 60$ for a service I can't use, didn't use and their just going to keep my money because they apparently need it more than I do. Horrible customer service. Verizon has a policy that after 14 days of service on a prepaid plan, then no refunds will be made and I understand that. But two days?! That's absurd. It's a clear disregard for special situations that require assistance from customers.
I have already asked for the remaining credit to never transferred to my girlfriends account or a refund to my card, some kind of compensation to help me out.
June 8, 2018
Revdex.com
Online Complaint
Complaint No: ***
Re: ***
Dear Sir/Madam,
This correspondence is in reference to a complaint filed by ***. Mr. states his phone was stolen 2 days after his service payment. He inquired to see if he could receive a refund or have his payment transferred to a friend's account and the Cricket care agent was unable to assist due to our No refund policy.
We contacted Ms. via phone on 6/8/18. Mr. was not available but explained the situation. After research, we have provided a courtesy transfer for the prorated amount from the service payment. Ms. was pleased with the resolution. Should Mr. have any questions, you can contact us directly.
Cricket strives to provide excellent service and we regret when that high standard is not met. We value Mr. feedback and apologize for any inconvenience or poor service he felt he received.
Regards,
Cricket Wireless, Customer Support
Will not refund a payment
March 24 2018 I had automatic withdrawal for my cricket service the payment was processed, I decided march 26th to go with a new carrier; then I noticed that cricket had taken a payment and not refunded my payment for service I did not recieve.. I called them and ask for a refund and they said it was in there contract that if they already billed and I cancelled the phone there would be no refund of any amount. I tried to reason with them but to no avail, I had no knowledge of any such policy. She said when I got the service many years ago it was read to me over the phone, that is not true and id like a refund of my $100.00
Thank you for your help.
Refund
June 1, 2018
Revdex.com
Online Complaint
Complaint No:***
Re: ***
Dear Sir/Madam,
This correspondence is in reference to a complaint filed by ***. Ms. states she canceled her account with Cricket Wireless, but her payment was still taken via auto pay. Ms. did not use the service and is requesting a refund of her payment.
We contacted Ms. via phone on 6/1/18. She stated she canceled when her billing cycle ended but her money was still deducted. As a courtesy, we have refunded Ms.. We advised her she should receive the money back within 2-3 business days depending on her financial institution. Ms. is satisfied with the outcome.
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
I was paying $7 extra a month for a warrenty when my phone broke they said I cancelled it. But my debit cards was charged 62$ and they didnt fix my phone so I canceeled my service and went else were
Product_Or_Service: Samsung //
Account_Number:
Other (requires explanation) My phone was only 5 months old
June 5, 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 that she was unable to replace her defective device through Asurion after she paid for the service.
In researching the complaint, we found that Ms. made payments for her monthly service on March 1, and 31, 2018. On April 25, 2018, the Cricket Protect was removed via the online portal.
We communicated with Ms. via email to discuss the complaint. We explained to her that the Cricket Protect feature needs to be active on a telephone number and the account in order to file an insurance claim. Once the feature is removed from the account, the device is no longer covered by the insurance.
We thank Ms. for her communication and trust that this explanation properly addresses her concern.
Regards,
Cricket Wireless, Customer Support
I had a month to month service which was inclusive of both my number as well as that of my son. I paid my bills in a timely fashion during the time of service. My service renewed monthly on the 21st. May 20th 2018, I went to a Verizon provider and switched carriers. I am in the insurance industry, my clients use my cell phone number as after office hour method of contact. I requested my numbers to be ported. Cricket repeatedly insisted that my pin number (same number I used to make payments and access my account from the beginning of my service) was incorrect. At which time I offered my security question and provided the answer. After numerous attempts to resolve this issue had proven to be insufficient, a representative from Verizon attempted to assist me in the endeavor. I placed 4 calls each one well over 30 minutes and still found no resolution. In addition to locking my account, changing my password and refusing to port my number they also locked my iphone which I did not purchase from Cricket. My iphone was purchased from AT&T and paid in full. As a result, I have lost countless hours contacting my clients to provide them with an updated contact method, I had to spend money purchasing a new iphone and the only resolution I was offered was "we dont know why it isn't allowing us to change the pin.' Finally someone told me that they suspended my Cricket account (which was a month to month plan) on the day I attempted to switch to a new carrier and would only release my numbers if I paid them a fee. Ridiculous customer service.
Product_Or_Service: Apple /i phone 6/basic service
Account_Number:
Other (requires explanation) This company needs to be held accountable for its poor customer service, lack of ability to provide adequate reasoning for issues which they can not resolve and they need to make reparations for my personally owned iPhone which was wiped clean when I attempted to switch carriers resulting in my purchase of a new device.
June 4, 2018
Revdex.com
Online Complaint
Complaint No:***
Re:***
Dear Sir/Madam,
This correspondence is in reference to a complaint filed by***. Ms. states she attempted to port out from Cricket Wireless to Verizon and experienced trouble due to her device being locked. Verizon stated her device was locked to Cricket network and she was unable to port her device, thus resulting in the purchase of a new device.
We contacted Ms. via phone on 5/30/18. After researching her account, it was determined that her device was purchased in full via Apple, but the device was locked to AT&T's network. When she ported to Cricket (AT&T being the parent company), having the device unlocked was not a concern. She was unable to use the device porting outside of Cricket Wireless because it was still locked from being on a previous network. We have reached out to AT&T for the unlock code for her device and her device is now unlocked. To complete the process, Ms. may need to tether the device to iTunes with a valid SIM card inserted. Please reference the link for questions: ***
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
I made a purchase online for a SIM card kit and a first month service, I was trying to use my own phone, I checked with the website for compatibility, according to the IMS,it showed my phone was, so I bought the kit,and when I tried to set it up, I was unable to connect to the web, after a whole day trying to get it to work, and talking with representatives I was still unable to get the web. I asked for a refund, they denied it, telling me that THERE IS ALWAYS A RISK THAT YOUR PHONE WILL NOT WORK WITH OUR NETWORK, I told them that there should be a WARNING , that your phone might not work, I was offered as an alternative to erase ALL MY DATA, paid $50.71 for the whole kit that never worked.
Product_Or_Service: Samsung /samsung s7/5gb
Account_Number:
Other (requires explanation) would like to get a FULL refund to my credit card.
June 07, 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 after she purchased a SIM card and activated her service, it was determined that her device is not compatible with Cricket's service.
We contacted Ms. and advised that her bank processed a charge-back for the amount she paid to activate her service. We advised her that due to filing the charge-back through her bank, the original payment that she'd made was reversed.
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
Upon purhasing my new iphone Apple 8, I overheard a store wmployee look up the status pf another customers cellphone condition. The employee told the other customer, in-store, that he was sold a refurbished phone, previously advertised as a brand new item. I am left wondering if I am also the receipent of a falsely advertised product.
Product_Or_Service: Apple /Apple iphone/Cricket Month to Month
Account_Number:
Other (requires explanation) I would like Cricket Wireless to look at all phones sold on my account to determine, from the manafacturer whether or not we were sold falset advertised products.
June 4, 2018
Revdex.com
Online Complaint
Complaint No: ***
Re: ***
Dear Sir/Madam,
This correspondence is in reference to a rebuttal complaint filed by Ms.. In this complaint, Ms. states that she overheard a local Authorized Retail employee stating the location was selling and advertising refurbished device as brand new,
We spoke with Ms. via telephone on May 30, 2018 to discuss her complaint. Ms. informed us that the advocate she was referring to on her complaint is her friend. We also spoke with her friend (***) about the complaint. Ms. or her friend were not able to provide credible information as to how they determined the retailer was selling refurbished devices. We notified them that the local retailers does not receive or sell refurbished devices, and without probable cause, we are unable to further investigate this matter.
Ms. also informed us the her main concerns are not about the dealer selling refurbished device, however it is in regards to her friend (***) being terminated by the Authorized Retailer. Ms. and her friend also stated that the retailer failed to compensation for the last three weeks of employment. We spoke with the retailer's leadership team and they informed us that they did send a paycheck, and it was sent to the address on file that was provided to them by Mr..
We recommend Ms. and Mr. reaches out the retailer's Customer Support or Human Resources for additional information.
We thank her for her communication and trust that this explanation properly addresses her concern.
Regards,
Cricket Wireless, Customer Support
I purchased a phone for my boyfriend back in April. He had the phone just a couple of weeks before he started experiencing issues with charging the phone. We took it into an authorized Cricket retailer and was advised to contact customer service to find out the warranty stipulations. The sales reps in the store were not helpful at all in terms of trying to seek a resolution to the problem nor did they do any further investigation to find out where the problem derived from. I ended up contacting customer service the following Monday and started a claim (RA#***) with the warranty department to receive a replacement phone. I was advised that I had to make a deposit of $80 and if there was nothing wrong evidently wrong with the initial phone, I would receive mt deposit back. Cosmetically, the phone was in great shape. Because I am not familiar with electronics, I had no idea there was actual internal damage to the phone. I sent the old phone back, received the replacement and because my boyfriend did not like the service cricket wireless provided, he ended up going with another carrier. 2 weeks past and I received the old phone back in the mail with a sheet that stated the phone had water damage. My boyfriend and I were not aware of this prior to sending the phone back and because he went with another carrier, he had no use for the replacement phone. I contacted customer service right away to see if I could at least send the replacement phone back to receive a return of my deposit and I was told infatically, no. In addition to that, I was placed on hold several times and for a long period of time. No one was willing to help nor try to rectify the situation.
Product_Or_Service: Other /Alcartel 5044C/
Account_Number:
Other (requires explanation) It would've been nice to have someone at least offer part of the deposit back considering the circumstances or come up with another amenable solution. Instead, the rep I spoke to was rude and short and I feel as if Cricket stole my money. I also feel as if they don't value customer service.
June 4, 2018
Revdex.com
Online Complaint
Re: ***
Complaint ID: ***
Dear Sir/Madam,
This correspondence is in reference to a complaint filed by ***. In her complaint Ms. explains that she used the Cricket Advanced Exchange option when seeking to replace her boyfriend's defective device. During the warranty process, even though she had received and activated the temporary replacement device, her boyfriend disconnected services. The defective device was returned because the phone showed water damage and therefore did not meet warranty exchange policy requirements. Her boyfriend had already disconnected services and Ms. is requesting a refund of the $80.
Cricket understands that a customer's device is an important part of their lives. To protect their investment Cricket provides different warranty options. Initially upon purchase, Cricket provides a 7-day return policy, in which customers may return or exchange a qualifying new or reconditioned wireless device purchased at one of our Cricket stores. After the 7 day time period, our devices carry a one- manufacturer's warranty from the date of purchase. As a third option, Cricket also offers their customers the Cricket Protect option which if purchased, protects the device from loss, theft or damage including water damage. There would be an insurance claim process and a deductible if the customer would choose that route.
In regards to Ms.' device, please see our Terms and Conditions; found at *** Devices defective due to water damage are not covered under warranty. If the device does not meet the warranty exchange requirements, the security deposit will not be refunded, Ms. will keep the replacement device and the defective device was returned to her. Ms. opted out of utilizing the Cricket Protect on her account. The refund request of her deposit was denied.
On June 4, 2018, ***, Cricket Wireless Executive Escalations Manager, spoke with Ms. *** and discusses the aforementioned. As a courtesy if Ms. *** would like to activate services with Cricket Wireless, Cricket will apply a $25 credit to the account. Ms. was not very pleased with the outcome but understood the policies in place.
We thank Ms. for her communication and trust that this explanation properly addresses her complaint.
Regards,
Cricket Wireless
Customer Corporate Relations
I receive 2 - 5 spam calls a day on my cell phone. I've tried twice to call the company.
They say to use HIYA and block every call. This is not an option, I do not have time to BLOCK each call.
refund or discount my bill since I do not receive good service each month.
June 1, 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. she states she receives several spam calls throughout the day. She states she spoke with someone from Cricket's customer care center and they suggested that she download the Hiya app which assists with detecting spam callers. Ms. states that she does not have time to block each spam call that she receives.
Hiya is a 3rd party application that scans calls globally to identify robocalls and spam. With this information, customers will be able to block these calls from ringing through to their smartphone. This is the only resource that Cricket has to help customers cut down on spam calls. We attempted to contact Ms. on May 29, 2018 and asked her if she tried the Hiya app. Ms. asked if we read her complaint, which we advised her that we had. Ms. then disconnected the call. We attempted to call her back and she did not answer. We have left our contact information on Ms. voicemail should she wish to discuss this matter further.
We value Ms. 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