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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I have a Cricket Phone that they won't unlock so I can use it elsewhere. I was told by Cricket it could be unlocked on January 24, 2018.
I left Cricket in September 2017. I didn't want to leave Cricket. I spoke to Cricket then and they wouldn't give me a deal similar to what was being offered at TMobile and they wouldn't match it and didn't even try to keep me as a customer. I had two lines with Cricket and two phones they unlocked one and refused to unlock the other. They told me I did not have it long enough and told me I had to wait until January 24,2018 until they would provide me an unlock code. I called Cricket on 5/24/2018 and they still won't unlock it. The other line I have is for a friend that is Schizophrenic and living in a homeless shelter they broke the phone I purchased for them because Cricket would not unlock their phone when I switched and now they need to use this phone that Cricket is refusing to unlock out of retaliation because I left Cricket. Cricket is owned by ATT and they earn profits in the multi billions yearly. They can afford to unlock my phone and if they had matched Tmobile I would still be their customer.
I want Cricket to unlock my phone. It is IMEI ***.
June 4, 2018
Revdex.com
Online Complaint
Re: ***
Revdex.com Complaint ID: ***
Dear Sir/Madam,
This correspondence is in reference to a complaint filed by ***. In the complaint, Mr. states that Cricket Wireless refuses to unlock his cellphone so that he can use it with another carrier. Mr. feels that Cricket Wireless should make an exception and unlock his device.
Cricket's Device Unlocking Policy is consistent with the policies of most major prepaid cell phone carriers, including T-Mobile, Metro PCS, and Boost, whose device unlock waiting periods range from 90 days to 12 months.
Cricket's Device Policy requires customers to meet the following requirements prior to unlocking their device:
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.
*The 6 months paid service requirement does not apply to Cricket devices purchased by Unlimited Plan customers before January 4, 2018.
Our Unlock Policy can be found online at ***
Acceptance of our Terms and Conditions with Cricket Wireless begins by doing the following, but not limited to, giving us written or electronic signature or telling us orally that you accept, activating service, paying for service, and attempting to use or in any way using the service.
We have determined that Mr., at this time, has not met the necessary requirements in order to unlock the device.
We spoke with Mr. on June 04, 2018 to further discuss his complaint. We have made Mr. an offer to credit the $25 activation fee to his account if he decides to return to Cricket Wireless. If Mr. requires additional assistance or has any additional questions, he may contact Damaris.
We thank Mr. for his communication and trust that this explanation properly addresses his complaint.
Regards,
Cricket Wireless
Customer Corporate Relations
I have been a cricket customer for quite a few years now. Unfortunately I feel disappointed that I have to write this review. I know most people only write a review when something goes wrong and this is one of those times.
To give you a little history on why I am rating Cricket negatively, let me go back a few months. I had cracked the screen on my previous Samsung S5 so I needed to get a new phone. When I went into the Cricket store the first time, the sales agent was extremely knowledgeable and helpful. In fact, I don't really have an issue with the sales office itself. Anyway, I purchased a new Samsung Galaxy Halo for $169+tax and was happy with my purchase. The phone I purchased did not support wireless hotspot, something I didn't think I would want or need. After a few months with the new Samsung Halo phone, I change my mind and decided I did wanted to add the wireless hotspot feature. I looked on the cricket website, to do some research and decided on the ZTE Blade X Max .The detailed description on the cricket site said the ZTE Blade X Max supports the wireless hotspot functionality. When I went into the store I spoke with a different sales agent and asked the question again, if the phone would supports the wireless hotspot functionality. I was told yes, so I happily paid an additional $129+tax for the new phone. I ended up giving the Samsung Halo to my daughter.
After getting my new phone home, I attempted to activate the wireless hotspot functionality, but I was unable to do so. I contacted Cricket customer support and was informed that the ZTE Blade X Max does not in fact support wireless hotspot functionality. I felt as though I was mislead by both the website and the sales agent (who I don't really blame, because they are probably using the information on the website).
On May 16th I went to the Cricket Wireless store on *** in Toledo, Ohio. I applied for a lease through Progressive Leasing for the phone. I was told by the clerk that my monthly payment would be $40 per month. I then received my lease agreement from Progressive Leasing and it said I would be paying $35 per week. When I saw this I knew that I could not afford the phone. On Saturday, May 19th I took the phone back to the store and exchanged it for an Iphone 6 plus. After talking with my husband, and seeing the new lease agreement, which stated I could buy the phone after 90 days, it told me I would need to pay $565 plus taxes. Again, I was told in the store that the phone was $399.00. So this time I decided to return the 6 plus and go through another carrier. I was told at the store that since I already made an exchange, that they would not let me return the phone and that I had to call Progressive Leasing. All I want is to return the phone and get my refund back. I am not happy with Cricket Wireless or Progressive Leasing.
Product_Or_Service: Apple /Iphone 8plus and Iphone 6plus/
Account_Number:
Other (requires explanation) I would like a full refund as well as being able to return the phone and not have anything else to do with Cricket or Progressive Leasing.
June 6, 2018
Revdex.com
Online Complaint
Complaint No: ***
Re: ***
Dear Sir/Madam,
This correspondence is in reference to a complaint filed by ***. Ms. states she applied for a leased device via Progressive Leasing. After receiving the agreement, she realized that she could not afford the payment. She returned the device back to the store in exchange for an iPhone. Not satisfied with the pricing of the device, she attempted to return the iPhone and was told they could not accept the return. She was told to contact Progressive Leasing. Ms. is requesting that she return the device for a full refund.
We attempted to contact Ms. via the numbers provided, but we have been unsuccessful. For this reason, we are unable to provide a resolution at this time. Should Ms. want to discuss this 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 we look forward to hearing from her.
Regards,
Cricket Wireless, Customer Support
I went to a cricket store because my phone was broken. I had to purchase a new one. The girl added additional charges to my bill without my consent. I went home without knowledge of these changes. The next day my service was disconnected due to my non payment of the additional charges. The charges I did not ask for. The automated system at cricket would not let me talk to a representative unless I paid the seven dollars. I paid it. Cricket has refused to refund these charges they assigned to my bill. It took three calls to get the charge removed from my bill. They will not release the money that was wrongfully paid. They have no right to assign new charges to my phone without my consent. They are financially raping the elderly.
Product_Or_Service: Nokia /Zte/Unlimited
Account_Number:
Other (requires explanation) The seven dollars I was forced to pay for a service i never asked for or received to be put back on my credit card along with interest for every moment they hold it.
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 a local Authorized Retailer added Cricket Protect to her account without her consent,
In researching the complaint, and speaking with Ms., we were unable to validate if the Advocate from the Authorized Retailer properly educated Ms. about her purchases. Since Ms. did not want the feature, Cricket has removed the feature and applied a credit for it on her account. Ms. feedback was provided to the retailer's leadership team, and they have agreed to Ms. request for a $10 refund for the feature. An arrangement has been made between Ms. and the Authorized Retailer for Ms. to meet for the refund.
We apologize for any inconvenience she may have felt, and thank her for her communication and trust that this explanation properly addresses her concern.
Regards,
Cricket Wireless, Customer Support
My wife an I bought a Apple Iphone6+ from this business. Upon activating the phone it went to a searching mode. Contracted our cell phone provider. Assign they just powered phone off. Turned phone back on, and it worked for a day. Took phone back to store w/o receipt cause it was misplaced. *** stated he would fix it. Give us a name of another business to go to.Went to that business told get restrictions reset. Told him went we were set here by the guy at wireless world to get phone restriction code reset. *** asked what phone was doing and, told him it goes into search mode. The guy looked at phone and said the phone is bented,and that's was the issue. Told us that he would have to order parts could take 5 business days he will call when the parts come in on Friday. Never received a phone call Went. Took back to wireless today May 21st. *** didn't want to exchange broken phone he sold us. So now we our filling a compliant against the company for$310.00.
Product_Or_Service: Iphone 6+ and case
Order_Number: N/A
Account_Number: N/A
Other (requires explanation) Money back,or a guaranteed Iphone that works. Ialso want others to know how bad customer service, and business they are.
June 6, 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, Mr. states he purchased an Apple iPhone6 plus from a Cricket Authorized Retailer and it was bent, therefore they were unable to assist in fixing the broken device.
We attempted to contact Mr. on several occasions to gather more information regarding his issues, but we were unsuccessful in speaking to him. We provided Mr. our contact information should he choose to contact us. A copy of this letter was also e-mailed to Mr..
We are unable to assist Mr. without additional information from him, we also were unable to locate an invoice containing an Apple iPhone 6plus purchase under Mr. account.
We also wanted to advise Mr. that Cricket Wireless does not offer repair services of phones. However, Apple devices are covered directly by Apple and Mr. may consult with Apple for additional assistance by phone at *** (***), or by visiting an Apple Retail store with an appointment.
Cricket Wireless offers Cricket Protect for additional assistance with the replacement of a device if needed. For information regarding Cricket Protect we ask that Mr. please see our website: ***
We want to thank Mr. for his communication and look forward to hearing from him should he decide to further address his concern.
Regards,
Cricket Wireless
Customer Corporate Relations
I ported over a number from metroPCS and purchased a new smartphone. I initially was going to just choose one of their free phone deals, but *** (Store Manager) at the Cricket Wireless Authorized Retailer (PQH Wireless, Inc.) at location: ***, associated with phone number *** and email ***; convinced me to buy the Samsung Galaxy Halo 32gb smarphone that was (retails for $200.00) but cost $99.00 because I ported a number over. I came back into the store after 5 days, within the 7 day return policy guidelines; because I wanted to return the phone due to Wi-Fi connection issues. I realized I lost the receipt, but had everything else that came with this phone. I called the Lloyd Center Mall Cricket Wireless Store to find out if I could return the device without the receipt and they said "yes," but a manager had to look it up. I also called customer service to verify this and they said a manager could look up the purchase date/receipt with the phones IMEI number. So I proceeded to go back to the store I bought the phone at to return it. *** was there when I bought it and also present when I came to return this phone. She was going to return this device and in the process of looking up the receipt; when she saw that the box had one tiny rip by the opening of the box... She (***) said that because of this tiny tear in the box that she actually couldn't return the phone because she said the box has to be in the same condition as when I bought it'?? The policy sheet in front of me said nothing about this, but could charge up to $25 restocking fee if I didn't have the battery, the phone cover, or all the original accessories... I was furious and didn't want to yell at her so I just began to leave the store. I called Cricket Customer Service about 4 times, Customer Service said I need to talk with the Warranty Department and the Warranty Department said I need to have Customer Service escalate this to Corporate.
Account_Number:
Other (requires explanation) After 5 calls to Cricket Wireless Customer Service and to Warranty which lasted about 5 hours of waiting total I gave up. I was told by Cricket Wireless Customer Service I could just go to a Cricket Store and have them call 611 to talk to a Supervisor... I would like my Samsung Halo 32gb smartphone exchanged for a brand new iPhone se 32gb smart phone, which is selling for $50 less than the retail value of the phone I originally bought from Cricket Wireless when I ported my number over.
May 27, 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 had a less than stellar store experience at one of our Authorized Retailers in Portland, OR, regarding the 7 day return policy.
We always want to make sure our customers have a seamless, satisfying shopping experience.
Mr. was contacted by email on 5-23-2018. He stated he was not satisfied with his initial purchase because of the Wi-fi connection problems. He states that the store gave him a hard time about returning his device within the 7 day period. He stated that the store manager was not very nice about working to make sure his is a satisfied customer, and stated that he did not understand why he was going to be charged a $25 re-stocking fee, when he only had a tiny "rip" in the box.
We thanked Mr. for his feedback. We also thanked him for remaining a customer, and assured him that we use his feedback to ensure all future interactions with valuable customers are positive. Mr. was initially offered a service courtesy credit but he did not accept.
Store leadership was engaged, and they stated that they would be more than happy to accommodate the return of his device, and make an exception to make the situation right. Mr. can return to the original store location so that he can return his device.
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.)
This is incorrect... I was never told I was to be charged a $25 restocking fee, just that I could not return the phone peripd... The restocking fee is for missing accessories, battery & it says nothing about what the store manager put me through... I ended up losing the phone, so I'm out of luck??? Thanks Cricket!!! IIf I was allowed to return it in the first place I would not have lost it!!! I'm going to netroPCS & never coming back to Cricket because your all liars & crooks! Now your stupid insurance company is saying I need to pay $75 for a phone replacement, when I originally paid $99 because I ported over??? Goodbye Crooked, I mean Cricket!
June 4, 2018
Revdex.com
Online Complaint
Complaint No:***- Rebuttal
Re:***
Dear Sir/Madam,
This correspondence is in reference to a rebuttal complaint filed by***. In this complaint, Mr.s states that he is upset because in the previous response he felt it did not address the stores' reaction to his initial complaint. Mr. states that most recently he lost his device, and feels that he should not have to pay the insurance deductible because he did not have a good experience in the store initially. Finally, Mr. also states he is upset and his discontinuing service with Cricket.
In summary Mr. was contacted and initially offered a one month service credit, which he declined. On 5-27, for resolution it was stated that we value his feedback and the situation was escalated to regional leadership. Again, it was stated that the store would gladly accommodate and assist him with the exchange of his device.
On 5-28-2018 Mr. wrote an email stating that he lost his iPhone in the University restroom. He stated he was upset that he would have to pay $75 for a device replacement. We do not decide on the replacement costs through Asurion, the Cricket Protect administrator. On 5-29 Mr. stated via email that the only acceptable solution was to now give him an iPhone and one month of service. It was explained to Mr. that we cannot give him an iPhone since his device was lost and no exchange was made. Mr. stated that he is not happy and will be leaving Cricket, it was then explained to him that we respect his views and opinions and hate to lose him.
We thank Mr. for his feedback. Based on the aforementioned, we respectfully request that this complaint is closed at this time, as we are unable to assist further.
Regards,
Cricket Wireless, Customer Support
My complaint is that I set up bridge pay on my cellphone through cricket's automated system. When doing so the system said I have 7 days to make the rest of my payment. I set it up on the 14th of May and 7days later is the 21st which is today. When I went into the local store to make the rest of my payment they claimed that I now owe them a full payment even though today makes day 7. The lady there explained to me that the first day of the 7 was actually the 14th. Their system did not state that at the time that I set up the bridge pay. If so, I wouldn't have done the bridgepay knowing that I wouldn't have had the money until today the 21st. I tried speaking with customer service and a supervisor. They don't see how their system is putting them at fault. So here I am a very unhappy customer.
Account_Number:
Other (requires explanation) I would like for them to acknowledge their mistake and allow for me to make the remaining payment and keep my service. If not I request a refund of my bridepay payment considering the fact that their system does not give accurate information.
May 31, 2018
Revdex.com
Online Complaint
Re: ***
Complaint ID: ***
Dear Sir/Madam,
This correspondence is in reference to a complaint filed by ***. In the complaint, Ms. states that she set up BridgePay and was not made aware of the second payments due date. Ms. feels our system is at fault for not informing her correctly of the 7th day in order to avoid suspension. Ms. is requesting that Cricket Wireless acknowledges the error and allow her to make the remaining payment. Should Cricket Wireless reject the request, she would like a refund for the initial Bridge Pay payment.
It was confirmed that Cricket Wireless sent Ms. on 05/14/2018 the following SMS: Great news from Cricket. Your account is set up with BridgePay. Thank you for your 1st BridgePay payment, you need to make your second BridgePay payment by 05/20/2018. This second payment will consist of your remaining monthly payment. If you fail to make this second payment, you will need to make a full monthly service payment to maintain service. You can make payments 3 easy ways; ***, using your My Cricket App or by dialing *PAY from your Cricket phone.
On 05/19/2018, the day before the due date, the following SMS was sent:
Cricket reminder - your BridgePay period is almost up. Thank you for making your 1st payment, now you need to make your schedule payment of $60 BEFORE 05/20/18. If you wait to pay after this date you will need to make a full monthly payment. You can make payments 3 easy ways: ***, using your My Cricket App or by dialing *PAY from your Cricket phone. Already paid? Sorry for bothering you!
Details regarding BridgePay can also be found via the link: https://www.***
The request for a refund has been declined. Acceptance of our Terms and Conditions of Service are a requirement before activating service. Details surrounding our terms and conditions can be found via the link: https://www.***/terms. You will not receive a refund or credit for the unused portion of your account balance if you decide to cancel Service before your monthly service period ends. Under Payment and Account Balance it also reads: 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 will be forfeited.
We thank Ms. for her communication and we consider this complaint resolved.
Regards,
Cricket Wireless
Customer Corporate Relations
On May 17, 2018 I used the Cricket Wireless on-line bill pay to pay my monthly account, which was $30. $5 was charged because they suspended my services. I used my fiance debt card (*** with his permission) to pay the bill. After bill was paid I received confirmation that it was paid. Unfortunately, I deleted before I used the phone to see was it active. I tried to make a call and got a recording that my services were suspended, so I went to my account with Cricket and saw that they still had my old number *** that the money was applied to instead of my current number ***. I called them and they said they couldn't do anything about and I had to contact my debit card provider to stop payment, which*** had done. I am still trying to get them to correct this because, when I go stores, (i.e., K-mart, Sears) and give my new number to get store rewards, it comes up under the other persons name instead of mine. Cricket Wireless number is*** Transaction ID: given upon completion of transaction.
Product_Or_Service: Samsung /Samsung Prime/unlimited
Account_Number:
Other (requires explanation) Would like the to adjust my account accordingly and compensate me for the inconvenience. Thanking you in advance.
May 30, 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 she made a payment for her wireless service and the payment posted to her old account and causing her new account to be suspended.
We contacted Ms. and advised her that we can transfer the payment to the correct account, however it will cause the old account to be canceled. Ms. had two active accounts and she was under the impression that the original account she opened was cancelled. Ms. was fine with having the payment transferred. We advised Ms. that she would have to create a new MyCricket account via the Cricket app with her new account information to avoid her payments posting to the incorrect account. The payment was successfully transferred to the correct account, and Ms. service has been restored. Ms. is satisfied with our resolution.
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
On May 16th went to local Cricket Store to purchase and start a phone plan. Told Cricket personnel that I needed to make sure that we would have service at our home in a rural area because a lot of cell services do not receive service at our home. I gave them my address and they showed me a map with my exact home location and guaranteed that we shouldn't have any problem. When I got home my phone was searching for service but could not connect. I called the store and they told me to call Cricket 800# to see if there was a tower problem. I called them and they checked our location and said their closest tower to us was 5 miles away so they could not guarantee us service and recommended that we take the phone back to the store and get our money back. The following day I went back to store to get my money back and they said they could only give me the money for the phone but not the activation fee of $25.00 or the monthly prepayment of $25.00. I called the 800# while in the store and they told me the same thing. I told them that this was so wrong!!!! I paid for guaranteed service for my home location AND 1 month of service that I can't use!!!! Their huge map in the store and on all their ads guarantee service over almost the entire USA!!! How many other people have they ripped off with their deceptive promises'??
Product_Or_Service: Other //25HDVOICE
Account_Number:
Other (requires explanation) I would like my $50.00 back!!!!!
June 1, 2018
Revdex.com
Online Complaint
Complaint No: ***
Re: ***
Dear Sir/Madam,
This correspondence is in reference to a complaint filed by ***. Mr. states he purchased a plan with understanding that he had service in his area. After verifying with the store, he went home to discover that he did not have any service. Mr. took the device back but was told he could not get the activation fee refunded back. Mr. is requesting a refund of the activation fee and service.
We contacted Mr. via phone on 6/1/18. We were able to speak with his wife. We explained that the activation fee goes directly to the store and we would reach out to local management to see if they were willing to refund the activation fee. In the interim, we will have a refund request submitted for the service fee. Once approved, a check will be cut and sent to the address on file. Should he have any questions, please contact *** directly at***.
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
I purchased a new Samsung Galaxy S9 phone during an offer from cricket wireless website for $571.24 when I ported my number to their service. 2 days after I received it, I requested a buyer's remorse number as I did not like the phone and was within the 7 days buyer's remorse return time frame. I did the buyers remorse return with ra#XXXXXXXX with Cricket's return/warranty department. The phone was received per UPS back with Cricket warehouse on XXXXXX. The refund was supposed to take 10 days but as of XXXXXX I have still not received the refund. Multiple calls to Cricket stated it would take 10 days and on the last call on XXXXXX I was told it would be credited to my credit card on XXXXXX. I checked my credit card today XXXXXX and the credit has not been applied. I need assistance getting this refunded with interest as it has been more than 30 days since return item was received and now my credit card has charged me interest for this balance since it has not been credited. I have continued using the service so I do not expect refund for the $30 dollars of the monthly plan but demand refund of $541.24 with interest for their awful service and not meeting their guidelines in good faith.
Product_Or_Service: Samsung /Galaxy S9/Cricket unlimited
Account_Number: XXX-XXX-XXXX
Other (requires explanation) I am due a refund of $541.24 10 days after phone received back on 041218. 5 weeks later, I am still waiting on the credit card to be issued this refund. Please facilitate this refund. I have made over 10 calls to Cricket and getting run around as to when refund will be issued to the credit card.
May 29, 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 he returned a device that he purchased online and was advised that he would be refunded within 10 business days. Mr. states that he still hasn't been refunded.
We contacted Mr. and advised upon reviewing his account, we discovered he disputed the charges and his bank processed a charge-back for the amount he paid for the Samsung Galaxy S9. We advised with him that due to him filing the claim with his bank, they came and reversed the original payment that he made.
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
*** Dr., NE
*** GA XXXXX
/SG
(The consumer indicated he/she ACCEPTED the response from the business.)
My credit card took care of refund cricket never processed. Cricket would compensate me for this nightmare eve though I am still their customer. Nothing else to say but horrible customer service and no one took accountability till complaint filed.
HORRIBLE customer service! I referred 2 people to cricket in September and cricket never mentioned the referral credit you can get, which they had at that time. NO emails, texts, nothing! I logged into my account a few days ago and saw they are giving you credit if you refer people to them, I got texts, emails. I called them and mentioned I had referred 2 people cricket and I cant tell you how many people i've talked to and how many different answers I got as to why I cannot get my credit. I was promised a supervisor would call me at a time I requested and no one called me. I will never refer anyone to cricket again.
PROVIDER SENT BILL PAY REMINDER TO PAY BILL BY 5/17/2018 OF $75.00 I MADE $75.00 PAYMENT ON 5/17/2018 @ 11:36PM AND MY SERVICE WAS RESTORED BECAUSE IT HAD BEEN SUSPENDED THE MOMENT I CALLED THE AUTOMATED BILL PAY LINE. ONCE SERVICE WAS RESTORED I DO HAVE PHONE CALL TO PROVE I RECEIVED CONFIRMATION OF PAYMENT. THE NEXT MORNING MY SERVICE WAS SUSPENDED AND COMPANY REQUIRED ADDITIONAL $50.00 PAYMENT TO RESTORE SERVICE, I HAVE MADE SEVERAL BRIDGE PAYMENTS TO THE COMPANY MANY TIMES AROUND 11PM AND MY SERVICE WAS NOT DISRUPTED
Product_Or_Service: LG //
Account_Number:
Other (requires explanation) TO BE DISCUSSED IM VERY UNSATISFIED
June 1, 2018
Revdex.com
Online Complaint
Re: ***
Complaint ID: ***
Dear Sir/Madam,
This correspondence is in reference to a complaint filed by ***. In the complaint, Mr. states that he made his second BridgePay payment over the phone at around 11:36 pm. He states that the next day his service was suspended, and he was required to pay additional prorated charges to restore his account. Mr. claims that he has made payments around that time in the past and never got suspended. Mr. is very dissatisfied and would like to discuss the complaint further.
Cricket Wireless' Corporate Manager, ***, attempted to contact Mr. on May 23 and May 24, 2018. A copy of this letter was also sent to Mr. at *** for his reference.
Cricket's payment policies, including our late fee policy, are provided to customers at the point of sale and are available on line at***
It was confirmed that Cricket Wireless sent Mr. via an SMS text a monthly payment due date reminder, before the onset of his BridgePay arrangement, explaining his payment is due before 11:59 pm CST.
Details regarding BridgePay, and on how to determine when the BridgePay payment is due can also be found at: *** We ask that Mr. please review this at his earliest convenience.
By making a 2nd payment of the BridgePay after it's designated due date, Mr. has now reset his billing cycle. His new billing cycle changed from the 11th of each month to the 18th of each month.
We thank Mr. for his communication and consider this complaint resolved.
Regards,
Cricket Wireless
Customer Corporate Relations
I walked into the local store ( 2436 Land O' Lakes Blvd, Land O Lakes, FL XXXXX) and to discuss a new line of service. I didn't want to purchase it in store due to the $25 activation fee. The store rep told who name was (*** or *** I believe said we can give you a $25 credit by doing the refer a friend program. All you have to do is wait until you get the text message from Cricket to enroll in the app. So I said fine I clicked on the link they sent me and filled out the information today 05/15/2018. I got an email from Cricket with the steps to take so I get the credit. While doing that I got an error message saying it cant be processed at this time. I called customer service who told me that I don't get the $25 dollar credit and should have never been offered it. On top of that they would not give me the credit even though the store mislead me. I escalated to a supervisor whos name was *** who told me that I had to call the store. I called the store and spoke with *** who said "sorry it didn't work" we cant do anything else. Then I reached out on the online chat today and was told I cant do anything. I feel like I was completely mislead and never would have signed up for service if I knew this was going to happen. On top of that Cricket needs to honor what they are telling me people. I mean were talking about $25.
Product_Or_Service: LG //
Account_Number: XXX-XXX-XXXX
Other (requires explanation) I would like the $25 credit that was promised to me.
May 23, 2018
Revdex.com
Online Complaint
Complaint No: XXXXXXXX
Re: ***
Dear Sir/Madam,
This correspondence is in reference to a complaint filed by ***. Mr. states he went into the store to discuss a new line of service. He didn't want o purchase in store due to the $25 activation fee. Mr. was told by the store rep he could give him a referral code that would get him the $25 credited to his account if her were to activate in store. Mr. agreed to activate in store. Mr. later discovered the code was in valid and he was able to receive the credit. Mr. is requesting the credit for $25. This was the only reason he activated in store.
We contacted Mr. via phone on 5/23/18. For the inconvenience, we provided him with a credit to his account. We will contact local management and use this as a training opportunity with the store reps. Mr. was satisfied with the resolution.
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
575 Morosgo Dr., NE
Atlanta, GA XXXXX
(The consumer indicated he/she ACCEPTED the response from the business.)
Second Warranty Issue
I upgraded my phone to an LG Fortune and upon receiving it, it was defective. When I'm on a phone call I can not hear the person on the other line unless I have it on loud speaker phone so I used the warranty to have it replaced and the replacement arrived with the same malfunction. We have been very busy and have called and used chat a few times about this issue and have been given the run around and usually the insurance dept is closed when I get home from work, then I found out I needed to talk to warranty again. Today my wife *** got a hold of the warranty dept and spoke to ***. She explained to him I can not be without a phone due to work and he said we would have to pay shipping and a deposit for a total of $103 to get the new phone first. She asked for a manager since this is the second phone that is defective and he sent her to customer care instead. After explaining to customer care the problem they sent us back to *** in warranty, my wife asked him for a manager again and he said none were available. She asked him why he sent her to customer care instead of telling that to us in the first place so then he sent us to a voicemail we are not sure who it was no name but we left a message anyway. We would prefer to have a different brand phone and should not have to pay when we keep getting defective phones.
Since this is the second defective phone that arrived to us defective we should get a replacement first so we are not without a phone without having to pay shipping or deposits. We have no problem returning the defective phone as soon as the new one is received. We would prefer to get a different brand phone since we have the same issue with the speaker on the LG Fortune.
May 29, 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 has been experiencing technical issues with his 2nd warranty replacement device and would like for Cricket to send him a different make and model of device.
In researching Mr. complaint, we found that he replaced his device twice through Cricket's Standard Post Exchange option. For his third replacement device, Mr. wanted to use the Advanced Exchange option, where he would receive the replacement device before sending the defective device. However, Mr. did not want to pay the security deposit that is required on the Advanced Exchange option.
We have attempted to reach Mr. via telephone and e-mail on May 22, 23, and 25, 2018, but were unsuccessful. We notified Mr. via e-mail that Cricket is willing to make an exception for his inconvenience, and send him a like for like replacement device. We have not received any notification from Mr. agreeing to receive the replacement device. Since Mr. would have to send us back his defective device after receiving the replacement device, and we need to verify the shipping address, we need Mr. confirmation before we can send him the device. We have provided Mr. with our contact information in the case he wishes to process the exchange to receive the replacement device.
We thank him 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.)
No one attempted to contact me by phone and if they did no message was left. I asked for a different model phone because of the ongoing problems with this model and one of crickets reps told me by the third defective phone I could get a different model when your rep said that was not possible I did agree to do an exchange for the same model but was told I had to pay to get it in advance. The whole reason I filed the Revdex.com complaint is because I do not believe I should have to pay to get the new phone in advance when the phones continue to be defective. The only email I received recently just asked if I still wanted to exchange the phone it did not explain anything else that you mentioned and I DID reply back saying yes I do that I just don't want to pay to have it in advance and that I filed a Revdex.com complaint so someone in your company is not relaying correct information. Yes I agree to do an exchange for the same model as long as it is working and would like the fee to get it in advance & shipping charge waived since you keep sending me defective phones. I should not be penalized a loyal customer that pays on time just because the phones are defective. You guys really need to verify phone conversations. Thanks
June 8, 2018
Revdex.com
Online Complaint
Complaint No: ***-Rebuttal
Re: ***
Dear Sir/Madam,
This correspondence is in reference to a rebuttal complaint filed by Mr.. In this complaint, Mr. states that no one from Cricket has contacted him regarding his original complaint and would like Cricket Wireless send him a replacement device.
In researching Mr. original complaint, we found that he replaced his device, twice through Cricket's Standard Post Exchange option. Mr. wanted to use the Advance Warranty option without paying the required deposit amount.
On May 22, and 25, 2018, we notified Mr. via e-mail that Cricket was willing to make an exception for his inconvenience, and can send him a like for like replacement device. Since Mr. would have to send us back his defective device after receiving the replacement device, we needed to verify the shipping address. We needed Mr. confirmation before we could move forward with the exception that was made.
On June 1, 2018, Mr. responded to our request for shipping address confirmation via email. On June 5, 2018, a warranty replacement device was sent to the address that was provided. Customer was satisfied with the resolution provided.
We thank him 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 did receive the replacement device and it is working so far but I contacted your rep back last week to let you guys know I did not receive a return shipping label to return the defective device. Thanks
I placed a order fora phone on the 11th I had received email today on the 14 saying they needed more information after being on the phone and hung up on 5 times it is now 11 pm I just now got off the phone after receiving an email saying my order shipped to me I call in to check they are now stating they cancelled my order now there telling me ill get my money back in ten days
Product_Or_Service: Other //
Account_Number:
Other (requires explanation) i would like something done i have had problems as well know of people that have issues with horrible customer service they dont know what they are doing as well as falsely advertise for free next day shipping and dont
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. states that she placed an order for a phone on May 11th, 2018 and has been told that her order cancelled and it will take 10 days to receive her money back.
Upon investigating this issue, we discovered the order shipped 5/15 via Ups. The tracking# is ***. We have made several attempts to contact Ms. and we were unsuccessful. Should Ms. wish to discuss this matter further, she can contact *** at ***.
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
They told me that my phone would work where I live and it did not I call customer service I was told that the tower was too far from where I live so I went the next day to seek a reimbursement but was told cannot be done
Product_Or_Service: Other /Note 8/Unlimited
Account_Number:
Other (requires explanation) I paid 56 dollars and would like that back
May 29, 2018
Revdex.com
Online Complaint
***
Dear Sir/Madam,
This correspondence is in reference to a complaint filed by Mr.. In this complaint, Mr. states that he is unable to receive service where he lives, and would like a refund for the service payment.
In researching Mr. complaint, his Cricket service was activated on December 4, 2017. We also found that Mr. lived around moderate to good coverage area.
We contacted Mr. on *** 26, 2018 to discuss his complaint. We informed him that per Cricket's Terms and Conditions, all service payments are non-refundable. We have also educated him that Cricket cannot guarantee service since many factors such as terrain, weather, foliage, device, *** etc. can affect it. Therefore, we cannot provide the refund Mr. had requested.
We thank him 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.)
The reason I do not accept is the fact that the store promised me service of which I put *** in them and was the reason I paid if they had explained well if it doesn't work you *** not get your money back I would have never done so I believe that they were dishonest and I was taken advantage off
They sold us service they we never were able to use. Cancelled with them.they completely denied any refund whst so ever. $154.16! Buyer beware. You better do your homework before doing buisness with this company
We got phone service thru them for 4 phones unlimited service no contract. We bought 4 phones and service. We figured out the phone coverage was NOT what was told to us. We were not under contract. So we went to switch carriers with our daughters phone. Cricket claims to me that we have to have phone service on a non contract phone for 6 months and that I have to pay for another 3 months of service and then they will unlock a non contract phone. I told them if they wouldnt have lied when we got the phones we wouldnt be switching carriers. We went to Walmart and got a switch your phone kit. We tried to switch and it wouldnt work. So we proceeded to call Cricket and that is what they told us. All Cricket is lies lies and more lies. I informed Cricket that we were contacting the Revdex.com. I also explained that we were NOT under contract and all these rules they were telling me was NOT told to us when we got these phones. I am very upset with this phone place. And not sure what to do at this point. Thank you
Product_Or_Service: Samsung /Amp 2/Cricket Unlimited
Account_Number:
Other (requires explanation) I am not sure how to resolve this situation. I would like my daughter to be able to use her phone and unfortuately plan on going thru a different cell phone service. I think people need to be aware of the lies that are being told by Cricket to consumers. We have 4 phones here that are useless unless we pay for 3 more months of service thru them which I will not do. I would love my daughters phone unlocked so she can use the different carrier. I hope you can help us on this situation. Thank y.
May 25, 2018
Revdex.com
Online Complaint
Re: ***
Revdex.com Complaint ID: ***
Dear Sir/Madam,
This correspondence is in reference to a complaint filed by ***. In the complaint, Ms. states that Cricket Wireless refuses to unlock her cellphone so that she can use it with another carrier. She feels that because Cricket Wireless is a no-contract prepaid wireless provider that Cricket Wireless should not lock their devices to the network.
Cricket's Device Unlocking Policy is consistent with the policies of most major prepaid cell phone carriers, including T-Mobile, Metro PCS, and Boost, whose device unlock waiting periods range from 90 days to 12 months.
Cricket's Device Policy requires customers to meet the following requirements prior to unlocking their device:
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.
*The 6 months paid service requirement does not apply to Cricket devices purchased by Unlimited Plan customers before January 4, 2018.
Our Unlock Policy can be found online at***
Acceptance of our Terms and Conditions with Cricket Wireless begins by doing the following, but not limited to, giving us written or electronic signature or telling us orally that you accept, activating service, paying for service, and attempting to use or in any way using the service.
We have determined that Ms., at this time, has not met the necessary requirements in order to unlock the device.
We attempted to speak with Ms. and left voicemail messages with our contact information on May 22 and May 24, 2018. On May 25, we also sent an e-mail with this letter attached and Damaris' contact information. If Ms. requires additional assistance or has any additional questions, she may contact Damaris.
We thank Ms. for her communication and trust that this explanation properly addresses her complaint.
Regards,
Cricket Wireless
Customer Corporate Relations
After my daughter lost her phone completely one weekend, we decided to cancel her service until we could afford to buy her a new phone. I spoke with the online person on their chat service. The person *** told me that the select line I requested was cancelled. Later that evening I discovered that my phone was also cancelled. I called customer service department the next morning and spoke with *** First off, let me state that I could her multiple women laughing and giggling in the background. Almost so loud it was hard to hear the person I was speaking with. The worker told me thatto reactivate my phone I would need to pay my monthly service fee plus a $15.00 activation fee. I explained that since this was their mistake I should be able to have my phone turned on without paying anything since they are the ones that turned it off in error. I feel this company provided lousy costomer service and was unwilling to fix their mistakes.
Product_Or_Service: Apple /iphone/Cricket unlimited
Account_Number: XXX-XXX-XXXX
Other (requires explanation) I wish this company would take responsibility for its mistake and reactivate my phone.
May 27, 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 states that she had requested for one line to be suspended because her daughter lost her device. She stated that the CSR inadvertently canceled her line instead.
We always want to make sure our customers have a seamless, satisfying customer experience.
Ms. account was thoroughly reviewed. It was found that Ms. escalated through email on 5-18-2018, and hat her line was successfully restored through this escalated request.
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 XXXXX
The credit card on file at Chase Bank, INC. is listed here, and can be referenced to my phone line, which was stolen from me, by a retail agent, who is not currently employed with me. Although, my work history began at a previous address, where she was responsible for rent. And, since then, all of her prior attachments to me have been connected to her fraudulent use of this card on my account, at Cricket Wireless, store in Muncie, INDIANA. CC***She sold me the phone with the credit card, I paid for my service, but I was never rewarded the amount necessary to complete the funds, until I used an additional card, but she chose to keep the phone line open, until I paid. But, I was kept from the store owner, by false accusations that the phone line was not paid with the correct information, and that I was using someone else's credit card. The retail attendant ignored me, and used my mother's credit card to secure the account. Following, my phone number was kept open, but the phone was locked, and this made my life and everybody else in my life confused. So, I could not make calls, or receive them. And, suddenly, after thirty days, I was guilty of not paying my bill. Although, I had tried to do so, but was asked to pay without credit card and with a check card. This was not required, but they claimed this in order to keep business. I reopened the account the day before by paying with the additional credit card, and that is when they reported the phone number as stolen. In addition the return payment was made at the bank, by my mother, as we did not intend to keep their business. I did the same thing with my additional payment, by paying off my credit card. They denied using my services, and locked the phone without further notice and the attendant offered a new line, with a used phone, without unlocking this device. And, my phone number was lost, and the new number was easily tracked. Eventually, they refused service, at the end of the second month.
Product_Or_Service: LG //Basic
Account_Number:
Other (requires explanation) I would like my service account to be reactivated, and the account number and service to refunded to me, so that I can replace my device, and begin service again. In addition to a lost credit card they used the same number to lock my phone, and keep my account closed. I did not refuse service, but they refused service to me, since I was not using their new phones. And, when I replaced an additional device, with their BYOP program, I had to buy a new phone, because of activation fees.
May 22, 2018
Revdex.com
Online Complaint
Complaint No: ***
Re: ***
Dear Sir/Madam,
This correspondence is in reference to a complaint filed by ***. After reaching out to the customer to gain more knowledge on the case, we learned the case was submitted mistakenly. Ms. mother advised us she is the Power of Attorney for Ms. and the case was submitted in error. Ms. is no longer a Cricket customer and we were advised by her mother to close the case.
We request this case be closed.
Regards,
Cricket Wireless, Customer Support