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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Purchased phone 4/22/2018. With in 24 hours phone stopped working with apps and would freeze and restart by its self. Called customer care and was told to take the phone back in to exchange it. On 4/26/2018 I took it in and was given a replacement phone. But when I purchased the origional phone there was a discount of 42.20. I was told the the system would not let them do the exchange with that discount so I had to pay it. They assured me I would be refunded that amount with in 24 hours. That has not happened yet. Its been 2.5 weeks. Also the phone I got as a replacement stopped working with in 2 days. I have been told that both issues have been escalated from manager to district manager but they just wont tell them what to do to fix it. In the mean time I have paid and iver paid fir a service that does not work. This phone turns itself off in the middle of calls and apps that I have to have do not work. The phone freezes and prevents me from makeing or receiving calls.
Product_Or_Service: Other /Blade X/Unlimited
Account_Number:
Other (requires explanation) I want a refund fir what i over paid, a credit to my account for the months service that has not worked correctly and a new phone that works.
May 24, 2018
***
Dear Sir/Madam,
This correspondence is in reference to a complaint filed by ***. In this complaint, Ms. states that her device stopped functioning properly within 24 hours of purchasing it from a Cricket Authorized Retailer. She states she went back to the location and the device was exchanged, however she was required to pay an additional fee since she received a Port-In discount initially. Ms. states she was promised a refund for the over-payment for the exchange. She also states the new device started malfunctioning 2 days later and she was advised that the issue had been escalated to the stores District Manager. She has yet to receive a resolution.
We contacted Ms. and advised her that we would contact the stores management team to assist with a resolution. After contacting the store, we received communication from the store's ISE stating a resolution has been agreed upon between the customer and the store. We contacted Ms. again, and she stated that the store has agreed to apply a credit towards her bill as well as a device credit to use towards the purchase of a new device.
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
After waisting my time, I asked for a manager, I susit on hold waiting for a manager for over 40 minutes, I than had to call from another number.
I call because according to Google.com they have a store at Arundel mills that closes at 9:30 pm, but the no store. I call to find the closest location nthat was open, the customer service person telltells me he see one that close at 8:00 pm, I said it's after 8:00 pm why would you even given me that, than ask for a sup. Or manager waited over 40 minutes, than I called from another and waited 10 more minutes. This is poor customer service.
Manager *** said he would get back with me. So no resolution at all
May 22, 2018
Revdex.com
Online Complaint
Complaint No: XXXXXXXX
Re: ***
Dear Sir/Madam,
This correspondence is in reference to a complaint filed by ***. Ms. called Cricket care to find the closest Cricket store that was open in her area at the time. Ms. states she was on hold for 40 mins and states the rep gave her information to a store that was already closed in her area. Ms. states she received poor customer service.
We attempted to contact Ms. via phone on 5/15,5/16, 5/17 and 5/21 but we were unsuccessful. For this reason, we are unable to provide a resolution at this time. Should Ms. want to discuss this case further, please contact Gary directly at 404.469.0901. If we are unable to answer, please leave a voicemail and we will respond accordingly.
Cricket strives to provide excellent service and we regret when that high standard is not met. We value Ms. feedback and apologize for any inconvenience or poor service she felt she received.
Regards,
Cricket Wireless, Customer Support
*** Dr., NE
*** GA XXXXX
/GH
On May 4, 2018 went into a Cricket retail store(Luchina M) to get my service turned on.The phone had already been purchased from Cricket about a year or so ago.Also had previous service.On the 4th paid for first month payment of $30 and $25 for activation fee. Two hours later I was back at the Cricket store because the phone was not activated.Could not make or receive any calls.Spent about 1.5 hour in the store. On Saturday May 5, 2018 went back to the store to try and get issued resolved.The store rep was online with a Cricket agent for about 2 hours and issue could not be resolved.Asked to have my $58 refunded.Was told by the agent a case would need to be opened before money could be refunded. Will take 3-5 business days.Called 800-Cricket when I got home spoke with Grace and suprv***. Asked about getting my $58 refunded, no service was used & no activation. May 10, 2018 7:20 am called Cricket and spoke with Betsy about the status of my case and/or refund. Rep said she needed my address to complete the case. Provided the information. Rep then informed me I needed to call back in the evening or the next day someone would assist me with the refund. May 11, 2018 Called Cricket to check on refund spoke with *** and suprv ***. Was told by *** that refund would have to be supplied by store retailer since that where I purchased activation and made first month payment. Told him I don't want the run around because store rep told me I would have to call you for refund. 10:19 called the Cricket retail store, no answer, answering machine.10:30 answering machine stating the box is full.10:43 Spoke to store rep Luchina,"They cannot do a store refund,has to be done by main Cricket office. That is why case ticket was established." Called*** again. *** after speaking with his suprv said I would need to go back into store & get new sym card for $10,which would be a discount from next month's payment.Told him I would just like my $58 back and be done w/Cricket.
Product_Or_Service: Samsung /Galaxy Amp Prime/***
Account_Number:
Other (requires explanation) All I would like is my $58 refunded.
May 25, 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 after activating her service with Cricket, she was not able to make or receive calls. She also states that the local Authorized Retailer failed to educate her on the Cricket's return/refund policy,
In researching Ms. complaint, we found that due to a defective SIM, she was unable to make or receive calls. We have also validated the retailer did not properly educate Ms. about the return/refund policy.
We spoke with Ms. via telephone on May 25, 2018, to discuss her complaint. We have explained to her that all Cricket's service payments are non-refundable. However, since she was provided with misinformation regarding by the local Authorized Retailer, we have made a one-time exception provider her a refund for the service payment.
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
Customer Representative failed to inform about no refund policy and charged my card before making sure the service is functional.
On May 11th, 2018 I stopped by at Cricket store to get a pre-paid plan for my phone. The representative took my phone inserted the sim card to verify if the service would even be compatible with my phone. Sim card did not work, at this time she failed to explain to me that my phone might not be compatible with their service and that if she will proceed with activating new plan she won't be able to refund me in case my phone will not be compatible. Once she activated new sim card the service was not working she then told me that there's something wrong with the phone and I have to take it to the store where I purchased it from. When I got to that store they advised me that the phone is working fine, by checking it with another sim card, and advising me that Cricket is not compatible with my phone. I then went back to Cricket telling them that the phone I have won't work with their network and asked them to reimburse me the money I spent. Assistant Manager tried to activate the service again, but it didn't work for her she kept on blaming the phone saying that it is locked. She refused to reimburse me the money and advised that they have no refund policy and lied to me that the sales representative communicated that to me. They have video recording of everything and I advised them to play the recording so they see that it was never communicated. At that point they suggested to refund me $10 out of $62.79 I wasted.
I would like the business to honor their mistake and to reimburse me the $62.79 I wouldn't spent if the sales representative would advise me about the following: 1. No refund policy 2. Phone is not working with the sim card It is absolutely not fair to charge me for the service I did not or will be able to use in a future.
May 21, 2018
Dear Sir/Madam,
This correspondence is in reference to a complaint filed by ***. In this complaint, Ms. states that she was advised after purchasing service that her device was not compatible with Cricket's service and subsequently advised that there was a no refund policy.
According to Cricket Wireless Terms and Conditions of service, available online at www.cricketwireless.com/terms: Amounts paid for service charges are non-refundable and account balances are not transferable, refundable, or redeemable for cash. If your account is suspended or cancelled, for any reason, any remaining balance in your account will be forfeited.
We contacted Ms. directly and non-withstanding Cricket's Terms and Conditions we agreed to issue a full refund since she was unable to use the service. Ms. will receive the refund in the form of a check within 10-14 business day equivalent to the amount she paid when she initiated service.
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
*** Dr., NE
*** GA XXXXX
/SG
On February 26, 2018, I purchased 2 upgrade phones, for my wife and , on the cricketwireless.com website.Both packages arrived, via UPS, on February 28, 2018. The UPS driver set it on my door step, rang the bell, and walked away as I opened the door to retrieve the package. Both packages were taped, but one package looked more 'worn' than the other. Open opening the 'worn' packages, the cricket phone box inside was already ripped open. A SIM card, charger, and manual was scattered in the brown packaging box, but there was no phone in the box. (Note: the other package with the other phone was fine) I immediately called Cricket customer care line and informed them of the situation.The cricket customer service representative told me I needed to file a claim with UPS and once the claim has been received by cricket a refund for the phone will be issued, but it could take up to 2 weeks. I filed the claim with UPS. I repurchased the same model phone that was missing/stolen as I wait for my refund. The repurchased phone was received on March 1, 2018 with no incident. On April 3 (over 1 month later) a representative from cricket called me to tell me my replacement phone has been shipped. I was confused for I was expecting a refund not a replacement phone a month later. After explaining to the representative that I already repurchased a replacement phone, she informed me to just 'Refuse the package' because a signature was required anyways, and once the phone is returned a refund would be issued. Based on the UPS tracking information, it was received back to cricket on April 4, 2018 (1 day later). On April 18, 2018, I called Cricket and the representative acted like he had no information on this situation. After 2 hours on the phone the supervisor assured me I would have my money 3-5 days. Called back 7 days later, I was assured 7-10 days. Called back May 7 and they acted like they have no information on this issue.
Product_Or_Service: Samsung /Galaxy Amp Prime/5 GB
Account_Number: XXX-XXX-XXXX
Other (requires explanation) I just want my money back for a product that was never delivered to me. However, I suggest someone look into how a phone was stolen and box re-taped from the cricket warehouse to my house. Likewise, I think Cricket Customer Care should look deeply into the logistics on keeping customer file information easily accessible to the representatives. Because they at least do not have the necessary record keeping to handle these situations are they are just lying to get people off the phone.
May 14, 2018
Revdex.com
Online Complaint
Re: ***
Revdex.com Complaint ID: XXXXXXXX
Dear Sir/Madam,
This correspondence is in reference to a complaint filed by ***. In the complaint, Mr. states he ordered a device from Cricket Wireless and the device was stolen in transit. Mr. was instructed to file a claim with UPS and was advised that a refund would be issued. Instead Mr. received a call with details regarding the shipping of his replacement device. Mr. refused the shipment for the replacement device and would like a full refund.
Cricket Wireless Escalations Manager, Damaris investigated Mr. claims and verified the receipt of the replacement device at our warehouse on April 6, 2018.
On May 14, 2018, Damaris called Mr. to advise him that a refund was approved and in process for the amount paid for the device. Mr. may expect his funds to reflect back to his method of payment within the next 5-7 business days.
We thank Mr. for his communication and trust that this explanation properly addresses his complaint.
Regards,
Cricket Wireless
Customer Corporate Relations
575 Morosgo Dr. NE
Atlanta, GA 30324
/DA
(The consumer indicated he/she ACCEPTED the response from the business.)
Refund was received.
On April 27, 2018 I went to the Cricket store located at 1649 Germantown Pkwy. to purchase a charger for my phone. The gentleman took my phone and sold me a charger. I asked him if he had any less expensive and he stated that it was a very good one and so I told him that if it did not work I would bring it back. He never mentioned a policy that I could not return it. He stated that it is annotated on the receipt but I did not get the receipt until after I purchased it. He showed me a stand up document that had a note in very small print at the bottom saying all sales are final. It was not facing me and I did not see it. On May 4, the USB charger came apart. I was across town and needed to purchase a charger because I was meeting someone that would not have been able to reach me. I returned to day to get a refund and they refused to refund me. The charger that I replaced the broken one with cost $24. I did not want another of the charger that broke so easily with normal use within 7 days of my purchase.
Account_Number: XXX-XXX-XXXX
Other (requires explanation) I provided them with my receipt, the broken charger and the box that it came in. I also showed them the receipt for the replacement charger that I purchased. I was not told that I could not return it even when I stated that I would bring it back if it did not work. There was not a sign posted in plain view that stated all sales are final. As I stated, it is in very fine print on the receipt but that is after purchase. I realize that $20 is not much money to some people but I need my money.
May 14, 2018
Revdex.com
Online Complaint
Complaint No: XXXXXXXX
Re: ***
Dear Sir/Madam,
This correspondence is in reference to a complaint filed by ***. In this complaint, Ms. states that she purchased a charging device from a Cricket Authorized Retailer. She states that prior to her leaving the store, she asked the advocate if she could return the charger should it not work and he advised her that she could. She states that she noticed that the charger was broken when she opened the box. Ms. states that when she attempted to return the charger to the store, the advocate was rude and then advised her that accessories are final sale.
We contacted Ms. directly and explained the Terms and Conditions for accessory purchases. Ms. feels that there should be visible signs around the store informing customers that accessories are final sales. We have forwarded the complaint concerning the advocates behavior to the stores management team to use this interaction as a coaching and training opportunity. As a one-time courtesy we applied a credit equivalent to the cost of the device to Ms. Carters account. Ms. is satisfied with the resolution.
We value Ms. Carters 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. her communication and trust that this explanation properly addresses her concern.
Regards,
Cricket Wireless, Customer Support
575 Morosgo Dr., NE
Atlanta, GA 30324
/SG
We switched providers from metro to cricket on aprul 29th. We went home with phones and realized we had zero service. We live 6 miles from the stire where we had excellent sercice at while signing up. We called the next day to complain about it since we where unable to use our phones. We were told a case was opened involving it and they ran their tests. We called the next 2 days and was told the third day that a case was never opened the first time but she would now open it. They told us absolutly no refunds since we already paid for the month and we have no contract. We wanted our money back to go back to metro. We where just contacted a week later by diagnostic who told us we live 1 mile away from a tower so thwir is no service their and their is nothing they can do for us and still no refund. She then hung up on us. I contacted the call centwr one more time asking to speak to upper managment not just the call center and was given an address I can send a letter to to voice my concerns. I paid for sevice and they cannot provide me with that service they admitted tht much. Why can I not be reimberresed for the service that was not provided.
Product_Or_Service: Other //4 lines for $100
Account_Number: XXX-XXX-XXXX
Other (requires explanation) I understand if they need we have had the phones now for over a week but the fact that we called the next day to ask for a refund with all merchandise in hand to go back to them unused becuase we kept our phones not the ones provided for free. If a refund is not acceptable then they need to compensate somehow. I would like to speak with company itself not just thr call center since they treated us horrible trying to resolve this ourselves.
May 14, 2018
Revdex.com
Online Complaint
Complaint No: XXXXXXXX
Re: ***
Dear Sir/Madam,
This correspondence is in reference to a complaint filed by ***. In the complaints she states that she activated multiple lines of service with Cricket. She states that after one week she called customer service because she could not receive service and was advised that she only had one bar of service.
According to Cricket Wireless Terms and Conditions of service, available online at www.cricketwireless.com/terms: Amounts paid for service charges are non-refundable and account balances are not transferable, refundable, or redeemable for cash. If your account is suspended or cancelled, for any reason, any remaining balance in your account will be forfeited.
Non-withstanding Cricket's Terms and Conditions, Ms. will be refunded for her service payment. We thank her for her patience, and a check will be sent to the address she provided.
We value feedback and apologize for any inconvenience or poor service she felt she received.
Cricket strives to provide excellent service and we regret when that high standard is not met. We thank Ms. for her communication and trust that this explanation properly addresses her concern.
Regards,
Cricket Wireless, Customer Support
575 Morosgo Dr., NE
Atlanta, GA 30324
/cb
Over a month ago I called Cricket to provide them with my new credit card number to set up for autopay. The gentleman I spoke to could not input it into the system and filed an internal ticket to have this done. Someone called me later to confirm, which I did. However, Cricket never updated the information and suspended my account. I called as soon as I noticed and requested to have the reactivation fee removed as I had called twice giving Cricket the info they needed. Cricket is refusing to remove this fee and I will not pay it out of principle. I was on the phone for over an hour tonight trying to resolve this. One individual told me it could be removed, another *** told me it could not which is why I'm not filing this complaint. Cricket is saying they sent texts about this. I have all my texts from Cricket... they did not.
Account_Number: XXX-XXX-XXXX
Other (requires explanation) I would like the reactivation fee removed, I would like to be credited for each day I've gone without service. At this point, I'm not sure I'll stay a customer of Cricket's after this experience at all. I have another phone so this was a second line.
May 16, 2018
Revdex.com
Online Complaint
Complaint No: XXXXXXXX
Re: ***
Dear Sir/Madam
This correspondence is in reference to a complaint filed by Ms.. In her complaint, Ms. states that an error by Cricket prevented her from setting up auto pay, which lead to her service being suspended.
In researching and speaking with Mrs. about the complaint, we found a system glitch prevented her card from enrolling into auto pay. Payment reminder text messages were dispatched to Ms. but were not received. As a good-faith effort to rectify the issue, we have provided Ms. with a onetime credit on her account. Ms. is satisfied with the resolution and has no further questions or concerns.
We thank Mrs. Gluff for her communication and trust that this explanation properly addresses her complaint.
Regards,
Cricket Wireless, Customer Support
575 Morosgo Dr. NE
Atlanta, GA XXXXX
Cricket Wireless lied to me about the cost to remove mobile hot spot service from my account
I was told by a supervisor named *** that my account would be switched back to the $100 monthly promotion which was taken away. *** lied and this correction never occurred. The company is very dishonest and continues to auto charge my account for $30 more every month.
I am requesting that my account be put back on the $100 plan that *** told me would happen when I called in February 2018
May 21, 2018
Revdex.com
Online Complaint
Complaint No: XXXXXXXX
Re: ***
Dear Sir/Madam,
This correspondence is in reference to a complaint filed by Mr.. In this complaint, Mr. states that his promotional rate plan was removed by a Cricket Customer Service Representative. He requested that we place him back on the expired promotional rate plan.
In researching Mr. complaint, we found that he was in-fact enrolled on the original Groupsave plan. In February, 2018, a rate plan change was made on one of the lines on the account that caused the expired promo to be replaced with the new Groupsave2 promotional plan.
We notified Mr. that an internal case was created in order to place his account on the expired promotional plan. On May 21, 2018, we informed Mr. that Cricket's IT team was able to place his account back on the original 5 for $100 Groupsave plan. Mr. was satisfied with the resolution and had no further questions or concerns.
We thank him for his communication and trust that this explanation properly addresses his concern.
Regards,
Cricket Wireless, Customer Support
*** Dr., NE
*** GA XXXXX
/SH
I have been with cricket since 2015. I would like to switch to AT&T as a cell phone provider. I currently own an iPhone X which I purchased from cricket February 5. Crickets main selling point is that they are a pre-paid cell phone company with no contract. This is false. Any customer that purchased is a cell phone through cricket after January for 2018 is subject to A six month period where they are blinded to cricket. Cricket will not unlock the phone for you to leave. I would like to leave now in May and I was told by cricket that I cannot leave their service until August 5. So although I own my phone and this is a pre-paid no contract service I found out today that I am in fact in a contract with them until August 5. The person I spoke with on the phone even after telling me that I was I A six month period where they are blinded to cricket. Cricket will not unlock the phone for you to leave. I would like to leave now in May and I was told by cricket that I cannot leave their service until August 5. So although I own my phone and this is a pre-paid no contract service I found out today that I am in fact in a contract with them until August 5. The person I spoke with on the phone even after telling me when I could leave the company continue to say you're not in a contract, I told the person if I am not in a contract I want to leave cricket today. He then stated he was not able to do that I had to finish my six months with them. Cricket is practicing very deceptive business practices .
Product_Or_Service: Apple /I phone X/*** unlimited
Account_Number: XXX-XXX-XXXX
Other (requires explanation) I feel like someone should let people know that you are in a six-month contract with them. I chose that company and to purchase my iPhone X through them because they were a no contract company. The commercials on TV on any thing that you see says that they are no contract and that they are pre-paid although they take the pre-payment anyone that bought a phone after January 4 is in a six-month contact with that company.
May 15, 2018
Revdex.com
Online Complaint
Re: ***
Revdex.com Complaint ID: XXXXXXXX
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 *** and *** 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 https://www.cricketwireless.com/support/apps-and-services/device-unlock/customer/device-unlock.html
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.
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
575 Morosgo Dr. NE
Atlanta, GA XXXXX
Tried starting new service. Cricket declined payment and kept full payment amount for days. They told me try again. Took money again with no service and declined payment. The total amount is the same they took. Horrible customer satisfaction. Rude. Pre aurtoziaton for the total amount declined so no access to my own money. Ripping people off
Product_Or_Service: Samsung //Unlmited
Account_Number: XXX-XXX-XXXX
Other (requires explanation) They shouldnt pre aurtorize any payment that is declined. Take the full amount for 7 days they decline. That's not even legal
May 15, 2018
Revdex.com
Online Complaint
Complaint No: XXXXXXXX
Re: ***
Dear Sir/Madam,
This correspondence is in reference to a complaint filed by *** regarding Cricket service. In his complaint, he reports that he tried starting new service with Cricket Wireless, but the payment was declined and Cricket Wireless kept the full payment amount for days. He contacted customer service and was told to try again. Cricket took his money again, but decline payment. Mr. states he experienced horrible customer satisfaction. He is asking that Cricket should not pre-authorize any payment that is decline. Mr. feels this is not a legal practice.
We were able to find an existing Cricket account for Mr.. We researched his account and found that he contacted Cricket's customer service on April 28, 2018 and reported that his online order was rejected, and he was waiting for his money to be put back on his credit card. He also mentioned that he contacted his bank and they confirmed that there was a pre-authorized charge of $55. Per our billing and order systems we were not able to find Mr. online orders or any payments made by him that we might have kept.
Please keep in mind that if your order is canceled, your card will not be charged. You might see a pending charge or a "hold" for the preauthorized amount on your bank account, but we won't process this charge. Your funds should be available in your bank account in 1-3 days. You will need to check with your bank on their specific policy on preauthorized funds availability. This information is available at https://www.cricketwireless.com/support/orders-and-activations/online-ordering-and-status/customer/common-questions.html.
We attempted to contact Mr. on April 9 to advise on the aforementioned with no success. We also sent him and email with our contact information. Mr. replied to our email on May 10, 2018 advising he would call Cricket Wireless after work. On April 11, 2018 we called him after not hearing from him in an effort to ask more questions about his complaint. He answered the call and reported that he was at work and could not talk. He advised that he would e-mail us the order numbers in question so we could further investigate. We have not received Mr. email as of yet. On May 14, 2018 we attempted to call Mr. in an attempt to further assists with his complaint with no success. We, also sent him a new email asking if he still needed assistance and advised that we were submitting our response to the Revdex.com if we did not hear from him.
We apologize to *** 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
*** NE
*** GA XXXXX
/EI
Cricket promotes on their website with a number transfer/in port they offer a $200 discount to the specific phone (Apple iPhone 8plus64g) making it a 599.99 purchase. I have made 3 attempts to purchase the phone on 4/30, 5/2, 5/4 and each time the order was cancelled due to them not being able to verify the information I have provided. Ive called Cricket 3 times to ask what information do they need to verify and they can not provide me with that answer. I have assured them all information I have given is 100% correct. I've asked to speak to a manager serval times and again all I'm told is that they can not verify the information I have provided and I should go to a Cricket store to make purchase. Well most Cricket stores are individually owned and do not offer the same promotions as the website. I have called 5+ stores with in a 50 mile radius and they have all told me the same thing. Cricket can not provide a valid reason to why they can not follow through with the order. I've contacted my bank and verified everything with them that all billing information is correct with this purchase and that Cricket is in fact canceling the online order. Therefor Cricket is not honoring the online promotion that they advertise on their website.
Product_Or_Service: Apple /8 plus 64 ***
Account_Number: XXX-XXX-XXXX
Other (requires explanation) Redeem promotion .Make it possible for the purchase with the online promotion they are offering..
May 15, 2018
Revdex.com
Online Complaint
Re: ***
Complaint ID: XXXXXXXX
Dear Sir/Madam,
This correspondence is in reference to a complaint filed by Ms. ***. In the complaint, Ms. explains that she attempted to place three orders online during a recent Cricket Wireless promotion and was unable to complete the process. She feels that Cricket purposely canceled her orders so that she would pay more at the store level with activation fees and full price promos. Ms. would like assistance with her online ordering.
Due to a high propensity for fraud we are unable to fulfill some orders due to discrepancies with the order. While we regret that this may upset both our current and new customers, we do this to protect them from potential fraudsters. We apologize to Ms. 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.
Cricket Wireless Escalation manager, Damaris, spoke to Ms. on May 8, 2018 and Ms. promised to call Damaris back at a more convenient time. Ms. never called back. Damaris attempted to reach Ms. 3 additional times with no success.
On May 5, 2018 Ms. ordered the iPhone 8 under her name and address and we are happy to state that the device was delivered and is now active on our network.
For future orders we ask that Ms. provide accurate information online in order for the order to process, since we are unable to waive our fraud parameters.
We congratulate Ms. for choosing Cricket Wireless and thank her for her communications.
Regards,
Cricket Wireless
Customer Corporate Relations
575 Morosgo Dr. NE
Atlanta, GA 30324
/DA
I paid for wireless service with Cricket Wireless,$55 thru auto-pay on the 25th April,using my Rush Card debit card. This took place in the afternoon. I dropped and broke my phone. Went to my closest Cricket Wireless store on the 26th of April where I first started my service to purchase a new phone only to find the store closed. I needed a phone so I walked down the street to Boost Mobile and bought a new phone with service spending close to $100.00. When I called Cricket Wireless to ask for a refund, they told me that they couldn't do it, that the request had to come from Rush Card. I contacted Rush Card, they told me that I have to make a request thru Cricket. I contacted have tried on numerous occasions to get a refund from either party only to find they both have similar policies which restrict the return of funds once monies are paid out leaving consumers caught up between legalise. All I want is my $55 to be returned to my account. In closing, my problems are with two companies, Cricket Wireless and Rush Card. Thank you for any help that you can give me and your consideration in this matter.
Account_Number: XXX-XXX-XXXX
Other (requires explanation) Please do all you can to have my $55 returned to my Rush Card account.
May10, 2018
Revdex.com
Online Complaint
Complaint No: XXXXXXXX
Re: ***, He
Dear Sir/Madam,
This correspondence is in reference to a complaint filed by ***,*** In this complaint, Mr. ***, he states that he went to the Cricket store and was upset that the store was closed because he needed help because his device was broken. He stated that he was forced to start business with Boost Mobile. Mr. requests that we return his most recent Cricket payment, since he did not utilize service.
According to Cricket Wireless Terms and Conditions of service, available online at www.cricketwireless.com/terms: Amounts paid for service charges are non-refundable and account balances are not transferable, refundable, or redeemable for cash. If your account is suspended or cancelled, for any reason, any remaining balance in your account will be forfeited.
Non-withstanding Cricket's Terms and Conditions, Mr. will be refunded for his last service payment. We thank him for his patience, and do advise refund times can vary by financial institution.
We value feedback and apologize for any inconvenience or poor service he felt he received.
Cricket strives to provide excellent service and we regret when that high standard is not met. We thank Mr. for his communication and trust that this explanation properly addresses his concern.
Regards,
Cricket Wireless, Customer Support
575 Morosgo Dr., NE
Atlanta, GA XXXXX
I called and spoke with a supervisor march 18th and asked when I needed to call and cancel so I wouldnt be charged again. they said call on april 18. I call on april 18th and they said they already took my money a day before it was due. the billing cycle restarts on the 19th. so I called the day I was told to first thing in the morning so I wouldnt be charged. the supervisor told me since the money came out he was going to cancel the line so not one second of use would be used and process my refund and id have the money in 7-10 days. which is today. I call in and a rep tell me the refund was rejected. I ask to talk to a supervisor and he said sorry have your bank reverse it. I call my bank and they told me they cant reverse it. so I call back and talk to another supervisor and he hangs up on me. I call back and ask to speak with his supervisor and the " manager" gets on the phone and says he called the refund department and they cant help me.... I said I want my $55 back. I did what I was told by your company and was promised my refund. I asked for my money back again and suggested he turn the phone back on for 30 days even though I didnt want it and he said I had to pay a $15 fee and I said it was unacceptable. he wouldnt let me speak with anyone, wouldnt help me, wasnt even listening to me. kept muting me. I feel violated that they stole this money from me. made promises then wouldnt even make any attempt to fix the situation. I followed directions and this company stole my money and wont take any steps to resolve this. im disgusted and cant believe this company can cancel something I never approved. take my money . provide NO service then tell me " sorry we cant do anything" beware of this shady company
Product_Or_Service: Apple /iphone 7 plus/unlimited
Account_Number: XXX-XXX-XXXX
Other (requires explanation) i want my $55 returned to me. no service was used and i was promised my refund. i spent hours on the phone away from work i cant recover that loss of money. they need to give me my money back and fix this problem
May 9, 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 called Cricket to find out when he needed to call to cancel his autopay, so he won't get charged for the next month. Mr. called in on the specified date to cancel his service and was told the payment had already been deducted. Mr. is requesting a refund for a service payment and unused service.
We attempted to contact Mr. but we were unsuccessful. After researching his account, he did call on the correct day but autopay was taken out the same day. We have reversed the charge. Please allow 2-3 business days for funds to be processed. Should Mr. have any questions, please contact Gary directly. At 404.469.0901. 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 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 30324
/GH
(The consumer indicated he/she ACCEPTED the response from the business.)
they returned my money
I ASKED CRICKET, LLC. FOR FULL REFUND DUE TO DISSATIFACTION AND DISFUNCTIONS, ETC, ETC. I WAS TOLD THAT RULES OR POLICY FOR RETURNS ALLOWS FOR 1 WEEK.
I AM DISSATISFIED WITH CRIKET PRODUCT. I PURCHASED IT VIA *** WAS NOT MADE AWARE NOT DID I KNOW WHERE TO FIND SUCH RULES RELATED TO PURCHASES AND RETURNS OF ALL CRICKET PRODUCS.
SO WHEN I CALLED SAID COMPANY I WAS INFORMED BY PHONE THAT SUCH RULESNO REFUND AFTER 1 WEEK. AND THEREFORE I WILL LOSE ~$100.00 AND BE STUCK WITH A CRICKET SMART PHONE. NOT A SMART PLAN OF WISE PURCHASED PRODUCT, INDEED.
I REPECTFULLY REQUEST FULL REFUND UPON MY RETURNING PRODUCT TO BESTBUY WHICH WOULD BE AS SOON AS CRICKET RESPONDS. I APPRECIATE YOUR SERVICES, BUT THIS PRODUCT IS OF NOT MUCH VALUE TO ME THAT I MUST PAY ~$100.00 FOR KEEPS ALL BECAUSE I WAS NOT AWARE OF YOUR SPECIFIC RULES.
May 16, 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 requested a full refund due to dissatisfaction of his service. Mr. was told about the 7-day return policy and he is outside of the policy, but still dissatisfied with the service. For that reason, Mr. is requesting a refund.
We attempted to contact Mr. but we were unsuccessful. For that reason, we are unable to provide a resolution at this time. We ask that Mr. contact Gary directly at 404.469.0901 to discuss the case in detail. 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 Mr. feedback and we look forward to hearing from him.
Regards,
Cricket Wireless, Customer Support
575 Morosgo Dr., NE
Atlanta, GA XXXXX
(The consumer indicated he/she DID NOT accept the response from the business.)
THANKS FOR CONTACTING ME.
I AM IN PROCESS OF MOVING ONTO ANOTHER CELLHAVING TROUBLE WITH CRICKET, EVEN WITH GEEK/TECH SUPPORT.
THEREFORE I HAVE NO AVAILABLE WORKING CELL RIGHT NOW.
FOR PAST ~3 WEEKS I SOUGHT THE TECH SUPPORT OF BEST BUYWHERE ITEM WAS PURCHASEDBUT EVEN THEY WERE UNABLE TO FACILITATE EASY PROGRESS OF USAGE OF CRICKET CELL PHONE. I FEEL THAT WHILE YOU HAVE YOUR COMPANY POLICY 7 DAYS/14 *** I FEEL THAT I HAVE BEEN RIPPED OFF BY AN INCOMPLETEONE SIDED POLICY. WHAT CRICKET SHOULD DO IS THAT IF THEIR PRODUCT FAILS BASIC SATISFACTORY MEASURESI.E. ME AS WELL AS *** TECH SUPPORT THEN AT LEAST REFUND MONEY BACK.
I SHALL HAVE CELL USAGE REAL SOON.
I was charged a $49.99 down payment for Progressive Leasing for the purchase of a phone. The sales rep had me swipe my debit card, assuring me it would not charge my card, it was just loading the card number for future billing purposes. I also paid the $49.99 in the total for items I purchased in the store which was a total of $279.66. This over charge of $49.99 resulted in 4 overdraft fees by my bank for 4 small charges totaling $46.29. I went back to the store (Cricket Wireless in Tinley Park, Illinos) the following day and showed the manager - *** the printout of my account, and all he could say was "that could not have happened". His error cost me $120 (4x$30) in overdraft fees for purchases totaling $46.29, that would not have happened if I was not charged the $49.99 twice in two seperate transactions. I spoke with Progressive leasing and faxed them all of my payments receipts and bank activity statement, and they agreed that the process was done incorrectly. Progressive and I did a conference call with Cricket Wireless and spoke with another manager by the name of *** on 5/2/18 and his response was "we have never had this happen before,and he can't say what happen, but he heard about it". At this point I want Cricket to reimburse my account the $120 in overdraft fees they caused my account due to their error. Progressive rep told *** that they will have to file a complaint with Cricket Wireless and will have to send staff to their store to re-train them. I have made several more attempts to contact the manager ***, who was there at the time of the transaction, and he refuses to talk with me.
Product_Or_Service: LG /M327/2 line family plan
Account_Number: XXX-XXX-XXXX
Other (requires explanation) I would like for Cricket Wireless to refund/reimburse my account the $120 in overdraft fees caused by their error and lack of knowledge
May 15, 2018
Revdex.com
Online Complaint
Complaint No: XXXXXXXX
Re: ***
Dear Sir/Madam,
This correspondence is in reference to a complaint filed by ***. In this complaint, Ms. states that she visited a Cricket store, and purchased a device through a leasing program offered by Progressive. She states in the process of paying for equipment and service, the store advocate asked her to swipe her card a second time, so it would be on file for future payments to Progressive. However, she was charged a second time for her down payment. Ms. states she has been charged four overdraft protection fees at $30.00 apiece and wishes to be reimbursed for the fees she incurred.
We spoke with Ms. directly and she stated that after five days the charge dropped off her account, however her financial institution would not refund the overdraft fees. We apologized to Ms. for the second fee that was applied to her card, however we are unable to reimburse her for charges that that she incurred from her financial institution. We are not held liable for any overdraft fees. We have advised that she contact her banking institution and request a fee waiver as a one-time courtesy.
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
575 Morosgo Dr., NE
Atlanta, GA 30324
/SG
On Sunday, April 29, I went into the Cricket Wireless store in Niceville, Florida to purchase wireless service. It was 5:35 - 5:40 in the afternoon and the store clerk, *** was in the back of the store (not visible). She came out, appeared irritated that I was there (they closed at 6pm, Sundays). I apologized for my late arrival and explained I worked and needed to get telephone service. After a transactions (she took apart my telephone to remove SIM card, needed to be replaced with their service)she became frustrated and told me that she could not help me. She was extremely rude to a gentleman who came in the store to purchase a telephone case as well, telling him that she was closed. She continued to complain about my presence and began to treat me with intolerance and stated that I could not purchase service until next month since my telephone minutes expired. She stated that "I didn't understand, poking her head like I was stupid" that she worked in Crestview and didn't have to work in that store and started making me extremely uncomfortable and she continued to tell me "You are not listening". She tried to call her manager who didn't answer. She got further irritated. After I asked her for her name and her managers name, she asked me to leave. My telephone was on the counter, I continued to ask her for the information so I could come back later. She refused and called the police. I felt intimidated so I put my telephone together and left. My SIM card wasn't visible. After interactions with a local manager, *** I am contacting you as she stated the girl at the Niceville store was being fired. She said Cricket would supply me with service, to go to the store in Niceville, when I arrived there(5/02, approximately 5:30pm) the store was closed. I called Ms. (works for proprietor, ***) and she apologized and said her employee *** went next door to use the bathroom (OPEN sign was off, closed at 8pm) and that he just missed him. Now she will not answer.
Account_Number: XXX-XXX-XXXX
Other (requires explanation) Communication from Owner and/or representative. New telephone and telephone service since my SIM card cannot be replaced and they cannot reconnect my service.
May 14, 2018
Revdex.com
Online Complaint
Complaint No: XXXXXXXX
Re: ***
Dear Sir/Madam,
This correspondence is in reference to a complaint filed by *** regarding Cricket service. In her complaint, she reports that on April 29, 2018 she went into a Cricket store around 5:40 pm to purchase new service. The Authorized Retailer was closing at 6 pm and the store advocate appeared irritated that she was there. The store advocate took her phone apart to remove the SIM card. The store advocate became frustrated and told Ms. that she could not help her. Ms. states that she was treated with intolerance and was advised that she could not purchase service until next month. The store advocate got further irritated after Ms. asked for her and her manger's name. She was asked to leave the store. The store advocate called the police on her. Ms. returned to that retail location on May 2, 2018 around 5:30 pm. The "open" sign was off, and hours of operation showed a closing time of 8PM. Ms. is asking that the Authorized Retail location's management contact her with an explanation. She is also asking that the Authorized Retailer provide her with a new cell phone and service.
We called Ms. on May 9, 2018 to gather more information on her complaint. She advised us that the Authorized Retailer's Dealer Principal has been in contact with her and he is trying to resolve her issue. She stated that she would call me back if she was not happy with the outcome. On May 14, 2018 we called Ms. again to follow up on resolution. She stated that the Dealer Principal was able to provide her with a resolution that she was happy with. Ms. feels that store advocate that originally helped her needs to be fired. She mentioned that the sales clerk was very rude and she feels she is a liability for Cricket Wireless. We immediately emailed the information to the store's leadership team for further investigation and action as needed. Ms. advised she did not have any further questions, but would keep my number if she needed to contact us back.
We apologize to *** 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
575 Morosgo Dr., NE
Atlanta, GA 30324
I am a long time Cricket customer from all the way back to the year 2000. Their customer service has become absolutely horrendous since AT&T has bought them. The past 2 years have been especially bad. It's very cheap phone (low cost) phone service, but you will have to deal with the worst customer service you can imagine. Even requesting Supervisors does no good. They no longer even have a technical support group that they will transfer you too. All customer support is out of the Phillipines and Puerto Rico, and none of the employees are held accountable for their terrible service. The HQ for Cricket in Atlanta leaves their phone off the hook 24 hours a day (meaning constant busy signal at all times, no matter when you call) because obviously they don't care about customers at all. So, you have been warned!!! Low cost cell service with horrendous, horrendous, horrendous support (coming from an 18 year customer who has seen how this company has gone from good to terrible).
I started service with Cricket on 4/28/18. I contacted 6 different stores before transferring everything to them. I was told that they bounce off AT&T towers, which is perfect. I've had AT&T for 15 years I had great service with them. Every single person I contacted told me that my service would be exactly the same, and I would not have any issues. On my second day of having Cricket I left my house to go to work. I work 65 miles from my home. I had driven 1/4 of a mile down my road and lost cell phone service. I do not have cell phone service my entire drive to work, nor do I have cell phone service at work. My husband drives a gas truck he drove 1 mile out of Antlers, OK, and he lost cell phone service, and did not regain service until he arrived back to town. His job is dangerous he has to have service at all times. I contacted customer service. They said there is nothing they can do to help me. I paid $210.00 to transfer my service to them. I am now two days into the service, and they refuse to refund my money. They said everything is non-refundable. I told them I was not told that NOR did I receive any paperwork stating that. In fact, I didn't receive any paperwork when I signed up. I went into the store to do that. They claim they bounce off AT&T's towers, if that were the case my husband and I would not lose cell phone service. I told the lady it was false advertisement, because I had service with AT&T. She repeatedly stated "I respect your opinion, but we will not refund any money." All I want is a refund of my money, and that refused to help me. They then stated, "Do what you have to do legally to take care of it." I'm appalled the way they treated me over the phone. This was even speaking to a supervisor.
Product_Or_Service: Samsung /Samsung galaxy s7 edge/unlimited
Account_Number: XXX-XXX-XXXX
Other (requires explanation) I want a refund on the money we had to pay. That's a lot of money for cell phone service for two days.
May 7, 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. explains that she ported her wireless service from AT&T to Cricket Wireless because she was advised by many sources that Cricket Wireless uses the same towers as AT&T and had reliable services. Ms. feels she was provided false information. Ms. was unable to connect and she feels her services were not reliable, and as consistent with Cricket Wireless as it was with AT&T. Ms. ported back to AT&T within her 7 day return period but was refused a refund by Cricket Wireless. Ms. is requesting a refund for service due to poor coverage in her area.
Cricket Wireless manager, *** spoke with Ms. on April 4, 2018.
Cricket coverage maps show a high level approximation of wireless voice and data coverage. Actual coverage may differ from map graphics and may be affected by terrain, weather, foliage, buildings and other construction, signal strength, high-usage periods, customer equipment, and other factors. Cricket does not guarantee coverage or the availability to the wireless network or any wireless services. Per Cricket's technical case ending in *** Ms. lives in a 4G LTE moderate coverage area. It was recommended for her to turn on roaming in her devices to improve connectivity.
Cricket Wireless does not provide service refunds. Cricket Wireless Terms and Conditions may be found at www.cricketwireless.com/terms.
Store fees are also final. Our return policy can be found at https://www.cricketwireless.com/support/orders-and-activations/returns-and-exchanges/customer/returns-and-exchanges.html.
Cricket understands that a customer's service is an important part of their lives. In this instance, Cricket Wireless and Ms. have reached an amicable resolution.
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
Had my phone added to my husband's account in March for the 2 for 80 plan. My phone is not unlimited and no one will assist in fixing the issue!
Product_Or_Service: Other /Zte overture 3/Unlimited 2 for $80
Account_Number: XXX-XXX-XXXX
Other (requires explanation) Would like our account fixed to the original plan of two lines for eighty dollars with the insurance protect like originally agreed upon. Plus compensation for the several times of returning to the cricket store in Marion Indiana. Plus receipts of all transactions due to the fact they never have given a receipt!
May 9, 2018
Revdex.com
Online Complaint
Complaint No: XXXXXXXX
Re: ***
Dear Sir/Madam
This correspondence is in reference to a complaint filed by Mrs.. In her complaint, Mrs. states that when her husband's line was added to the account, she was unable to enroll both lines on the 2 for $80 promo plan.
In researching and speaking with Mrs. about the complaint, we found the issue was resolved on May 7, 2018, after Mr. filed a BCA (Business Consumer Alliance) complaint. Cricket Wireless and Mr. came to a cordial agreement regarding this matter. Both lines were placed on the correct rate plan, and a one-time courtesy credit was applied to rectify the issue. We have also notified Mrs. that Cricket Protect feature was never added to her account.
We thank Mrs. for her communication and trust that this explanation properly addresses her complaint.
Regards,
Cricket Wireless, Customer Support
575 Morosgo Dr. NE
Atlanta, GA XXXXX