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 been having issues with for a while. It started when I had the Alcatel 3 but I thought since it was old I upgraded to the Alcatel 4 and I have now been on my second phone and it's the same issue. It's shuts down and/or freezes up, the phone runs hot and I'm not able to receive calls and text messages. The phone doesn't hold a charge so I have charges at my jobs, school, car, and always keep one in my purse. My "new" phone has not operated correctly since day one and I have been going back in forth with Cricket warranty in trying to get my refund for my warranty exchange. The first reason why it was denied they stated because I had a crack screen. After I called and informed them that I don't have a cracked screen (and I had a glass protective glass on) they then changed and stated it was denied because I am missing buttons (but there are not buttons on this model phone) After two hours talking to Cricket customer care and warranty the last representative I talked to looked up my model phone and clearly stated that my phone doesn't have buttons and that they made a mistake. Another department was going to call me to get my account information and was going to issue me a FULL REFUND. Two weeks later no phone call so I again had to talked to warranty they didn't understand what happen and wasn't sure why I didn't received the promised phone call. However, the supervisor on duty stated to send the phone back so they can get a second opinion only to get notification that my warranty claim was denied for the third time because damaged charging port. So I have been given three different issues with the phone which none are true
Product_Or_Service: Other /Alcatel One Touch/Unlimited Plan
Account_Number: XXX-XXX-XXXX
Other (requires explanation) I would like to received the full refund and also credit for all the times my phone was not operational.
April 11, 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 a Cricket's warranty department wrongly denied her warranty. Ms. also states that she paid a non-refundable deposit in order to receive a replacement device, which she has requested to be refunded because she believes her device met all the warranty requirements.
We communicated with Ms. via email and telephone to discuss her complaint. We asked Ms. to send her device to us for further inspection. Upon receiving the device and inspecting it, we found that the device does have wear and tear. However, Cricket will make an exception to process the claim and refund the deposit. We informed Ms. via email on April 9, 2018, that a refund for the non-refundable deposit has been approved, and provided to her on April 10, 2018.
We apologize to Ms. for any inconvenience or poor service she felt she received. We thank Ms. for her communication and trust that this explanation properly addresses her complaint.
Regards,
Cricket Wireless, Customer Support
575 Morosgo Dr. NE
Atlanta, GA 30324
/SH
I switch me and my wife's service to get us switched to cricket company and went to cricket store near by , the sales man check our AT&T iPhones and said that they will work with cricket , he told me that I need to chose a plan and chose the unlimited talk and txt and 2G a month , I told him what about the one you told me for two lines unlimited everything he said yeah but it's just 5G a month and the unlimited everything will cost more so I took the 30$ a month , he asked for 25 $ activation fees and 10$ for a sim kit so I said ok he start transferring the phones service , that all I get there , I couldn't make a call he said it will take couple hours before completely transfer I said ok , I left and that night couldn't send photos or revive ones , I called 611 and talked to a customer service representative and she walked me through reset wireless and it worked not because of that but because the data was turned on after that reset , next day same issue and when I called back they told me u have to have ur data on or be close to WiFi , I tried to get to more 3 supervisor and they have the same answer , I told them I didn't get this information befor I switched last night other wise I won't switch , and I asked to get my money back and get my previous service back , they all have the same answer , it's not refiundable and it's already processed your payment and we can't do nothing and they asked if I want to upgrade my data so I be able to get full service of my plan , and after an hour on the phone with 1 customer service and 3 managers , that answer was use ur month then go somewhere else . It was disappointing and not right
Product_Or_Service: Apple /Iphone6/Unlimited talk&txt 2G
Account_Number: XXX-XXX-XXXX
Other (requires explanation) I did not get the service I want and I do not get the information that I need before I switch by cricket company and thief representative , so I need my money back 136.00$ .
March 28, 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 on March 17, 2018 his wife and he switched to Cricket Wireless. They chose the 2 GB plan that included unlimited calls, texts and picture messages for $30 a month. After leaving the store, he realized that he could not send or receive picture messages. He called Cricket customer service for further assistance. Customer service resolved the issue by doing a wireless reset and turning on the device's cellular data. The next day he experienced the same problem with sending and receiving picture messages. He called customer service and they advised Mr. that he needed to have his cellular data turned on or he needed to be near Wi-Fi. He states that this information was not disclosed at the time of purchase. He is asking for a full refund.
Cricket accessed Mr. account, and found that he brought his own two devices (BYOD) to the Cricket store and activated services on March 17, 2017. Our records show these devices used our network services. Please note that per our Terms of service, you will not be entitled to any refund or credit for the unused portion of your account balance if you decide to cancel Service before your monthly service period ends. For more information visit: https://www.cricketwireless.com/terms. Also note that picture, video and group messages are the most common form of multimedia message (MMS), you will need to be connected to the cellular data network to send and receive MMS.
We attempted to contact Mr. on March 26, 27, and 28, 2018 without any success. We were not able to leave him a message because his voicemail is not set up. We also sent Mr. an email and text message in an effort to reach him. If Mr. still needs assistance please have him contact Emilio I at XXX-XXX-XXXX.
We thank *** for his communication and trust that this explanation properly addresses his concern.
Regards,
Cricket Wireless, Customer Support
575 Morosgo Dr., NE
Atlanta, GA 30324
/EI
(The consumer indicated he/she DID NOT accept the response from the business.)
I called cricket after less than 24 hour of switching to resolve my issue and they refuse to refund my fees because I need to cancel my service and that's not what I wanted , I wanted to use it like any other networks sending multimedia without the need for a data plan or a WiFi , so when the company didn't explain a very important thing like this then the fault in the company's behalf not mine . And I did only one call to the company and talked to 3 managers and they all refuse to refund my fees because I want to cancel my service and that's not true I asked for a way to send multimedia without data and they said no you can't do that on our network then I asked for refund for that reason , so in that case u did not explain the service to me when I switched and I am intitled for a full service not 50% service if u don't have data and still pay for 100% service , I asked for a solution on the first day and cricket company did not provide one and that's why we are here . And no I didn't get any email or calls from cricket . Thanks
April 9, 2018
Revdex.com
Online Complaint
Complaint No: XXXXXXXX
Re: ***
Dear Sir/Madam,
This correspondence is in reference to a rebuttal filed by ***. In his rebuttal, Mr. continues to state that he should be able to send and receive picture messages without the need to have the data or Wi-Fi setting turned on. He states that he just wants to use his cell phone the same way he used his device with other networks, where he can send multimedia messaging without the need of data. He feels this information was not provided to him at the time he purchased both devices. He is asking we provide a full refund for the amount paid at the store.
As stated in the initial response our records show both devices on the account used our network services. Please note that due to the nature of our business there are no refunds on services paid. Also, per our Terms of service, you will not be entitled to any refund or credit for the unused portion of your account balance if you decide to cancel Service before your monthly service period ends. Keep in mind that data usage occurs whenever your device is connected to our network and is engaged in any data transmission. This includes among other things, sending and receiving email, texts, documents and content; accessing websites; and downloading and using applications and content. For more information visit: https://www.cricketwireless.com/terms. It is also important to note that picture, video and group messages are the most common form of multimedia message (MMS), you will need to be connected to the cellular data network to send and receive MMS.
We spoke to Mr. on April 7, 2018 and explained the aforementioned. He insisted that he should be able to send picture messages without his data setting needing to be turned on. I reached out to our network team and they confirmed that picture and video messages are delivered though the data network and data or Wi-Fi is need for this files to go through. We regret we are not able to assist Mr. with his request.
Our position on this matter remains the same. We value Mr. feedback. Based on the aforementioned, we respectfully request that his complaint is closed at this time, as we are unable to assist further.
Regards,
Cricket Wireless
Customer Corporate Relations
575 Morosgo Dr. NE
Atlanta, GA 30324
/EI
I called carrier on Jan 19th to cancel service before next billing cycle to begin on the Jan 20th. I was on an autopay. I canceled the autopay and spoke with customer service. Customer service stated it was already drafted at the bank but hadn't cleared the account, I needed to call the bank and stop payment. I called the bank and they stated they could not stop payment due to it being on a debit card not a checking account. I called cricket customer service again and spoke with someone, they told me to have the payment go thru and then file a dispute with the bank and cricket would refund the money that way. My bank is now saying cricket refused to refund the money, cricket says it can't refund the money due to My bank. I've spoken to many people at cricket no one can offer any resolution. My bank has tried to help me resolve this issue but says they can't because of cricket.
Account_Number: XXX-XXX-XXXX
Other (requires explanation) I would like my money refunded to my bank.
March 23, 2018
Revdex.com
Online Complaint
Complaint No: XXXXXXXX
Re: Ms. ***
Dear Sir/Madam,
This correspondence is in reference to a complaint filed by Ms. *** regarding Cricket Wireless. In this complaint, Ms. states she called to cancel her service on 1/19 and her bill was due on 1/21. Her bill was auto drafted from her bank account on the 19th and she called customer service to prevent it from drafting, but it drafted anyway. She states Cricket Wireless wouldn't provide a refund even though she requested to cancel prior to her due date.
We reviewed Ms.' account and found that she had called in to cancel prior to the due date but we were not able to stop the auto payment that drafted on the same day. We did issue a refund back to her credit card that was used. We contacted Ms. and provided her that information. She was very happy with our resolution and stated she wish it could have been resolved when she called in.
We apologize for any inconvenience or poor service Ms. felt she received. Cricket strives to provide excellent service and we regret when that high standard is not met.
We thank Ms. for her communication and trust that this explanation properly addresses her complaint.
Regards,
Cricket Wireless
Customer Corporate Relations
575 Morosgo Dr. NE
Atlanta, GA XXXXX
I signed up online for Cricket Wireless service for 2 phones on 2/23/18. I paid $75.98 for 2 Sim cards and one month of service for each phone. Later that day, I found out their service is spotty where we live, so I called in and cancelled the service. They told me that the money would just drop off my account. It did not. It was taken out the next day. I called them and they told me I would have to return the Sim cards. I refused them when they came and they received them on March 1st. I called them back and they said it would take 7-10 business days for me to receive my refund. It has now been 14 days and still no refund. I called them and spoke to 2 different supervisors who informed me that they don't refund Sim Cards and they don't refund Service, even though we never actually had any service.
Product_Or_Service: Other //Basic
Account_Number: XXX-XXX-XXXX
Other (requires explanation) I would like a refund of the $75.98 that they took from my account by having it put back onto the card I used to sign up for it.
March 19, 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 placed an online order for sim cards and service. She stated that she found out Cricket' service would not meet her needs and decided to not activate service.
Ms. was contacted by telephone on 3-18-2018. We explained to Ms. Cricket's 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.
Non-withstanding Cricket's Terms and Conditions, Ms. will be refunded for her service payment purchase in the amount of $55. (Sim card purchases cannot be refunded) We thank her for her patience, and do advise refund times can vary by financial institution.
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 XXXXX
(The consumer indicated he/she ACCEPTED the response from the business.)
I am satisfied with the refund that they offer.
Purchase to Stylo 3 phones on March 10th was told could return if not satisfied one of the phones would not charge good so I wanted to return both for the ZTE Max which was also on sale same price after we converted to numbers over to Cricket they will refuse to exchange and also wanted us to pay full price for the phones when the phones were 1999 when you switch your number over
Account_Number: XXX-XXX-XXXX
Other (requires explanation) I would like for my two phones to replace with the ZTE Max Duo that was also on sale for 1999 when switching your number over
March 19, 2018
Revdex.com
Online Complaint
Re: *** A. ***
Complaint ID: XXXXXXXX
Dear Sir/Madam,
This correspondence is in reference to a complaint filed by Ms. A. ***. In the complaint, Ms. details a negative experience at a Cricket Authorized Retailer. Ms. claims the Authorized Retailer refused to exchange her devices within the 7 day return/exchange period without having to pay an upgrade fee and the full price of the phones. The devices she was inquiring about were on sale for $19.99 each.
On March 19, 2018 Cricket Corporate Manager, Damaris reached out to Ms. and to our local management team in order to properly investigate Ms. claim.
On Friday March 16, 2018, Ms. reached out to our Social Media team with the same complaint. On March 19, 2018, we were informed via e-mail that the Cricket Authorized Retailer and Ms. have reached an agreement and that Ms. is pleased with the resolution.
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
On March 1, 2018 payment made. On March 2 a text message came, telling me that my insurance coverage on my fiance's phone was cancelled. That she met the 2 claims in a 12 month period. But she had made only 1 claim on March 8, 2017. Called Cricket customer care at 4:45pm E.T. lasted 49 mins.my fiance and I, Talked to *** and found out I have been paying $7 month since Aug. For assurion Ins. But Cricket said I was not covered.*** and her supervisor stated I should be refunded the money paid, since it was cancelled since Aug. 8, 2017. I was connected with Assurian supervisor, *** and was informed that they did not send a notice to Cricket that I had 2 claims in a 12 month period of time. That there was only one claim . So at 5:35pm, we called Cricket,talked to *** and Went round and round. Asked for supervisor 3 times before being transferred. To *** who stated he was the top of the supervisor list, other that Corporate. I asked why Ins. Was shut off and why they would not refund the monies paid for that Ins since August. He said that that would not happen. I asked the why did cricket take out the money out of my bank account every month, then finally 3/2/18 cancelled the insurance. He said he did not know why.He put me on hold and said he talked to Assurian and said I only made one claim and should not have been cancelled. I asked if he actually talked to them and he did not answer me. He said he would try to reenste the insurance. After 90 mins. I said you have not addressed the issue that Cricket took out money since last year, when I was not covered. He refused to refund the money. But would start new coverage from now for a 7 charge a month. I asked what about not having coverage since last Aug. He oh well mamn can't give you any of the money back. I told him that's rediculous and I asked for the Corporates phone number and *** said can't call them, but could send a letter. I told him this is the worst customer care. He stated again he was the supervisor And none above him.
Product_Or_Service: Other /Zte Grand Max 2/Family
Account_Number: XXX-XXX-XXXX
Other (requires explanation) Refund the $7 monthly for the insurance. Taken out. Because of taking out and having no coverage. Believe this is and issue between Cricket and Assurian and stop holding the customer responsible for their mistakes. I I'm not the one who hired Assurian to cover my phone, Cricket did. I said several times I would be happy if they had made a reasonable effort to make this right, and not wait almost three hours to still not make it right. Or reasonable.
March 19, 2018
Revdex.com
Online Complaint
Complaint No: XXXXXXXX
Re: Mr. E. ***
Dear Sir/Madam,
This correspondence is in reference to a complaint filed by Mr. *** regarding Cricket Wireless. In this complaint, Mr.' fiancé states she received a text message from Cricket Wireless on March 3,, 2018 stating her Cricket Protect was removed from her device due to 2 claims being filed within a 12 month period. She disagrees and states she called in several times and couldn't get any help regarding this matter.
We reviewed her account and found that the insurance was removed in error. We also contacted Asurion to have them investigate the issue as well. We were advised there was an error regarding the removal of her insurance. We contacted her and advised her that we would reinstate the insurance back on that line and issue a credit for the inconvenience she encountered with having the insurance removed from that line. She was grateful for our offer and accepted it.
We thank her and Mr. for their communication and trust that this explanation properly addresses their concern.
Regards,
Cricket Wireless
Customer Corporate Relations
575 Morosgo Dr. NE
Atlanta, GA XXXXX
Cricket wireless in GRAND JUNCTION, CO Stole my Cell Number from AT&T That I was still using. And will not fix or compensate me for my troubles!
Cricket stole my cell # from AT&T while I was using it for over 10 yrs. AT&T said they didn't know who was using my # back in November 2017 and said all I could do was change it. This has turned my life upside down and tonight March 10, 2018 I found out by accident that my cell number was given to someone else from Cricket in GRAND JUNCTION, CO (Not the store I had to click on in order to file this complaint)
A friend add my now old cell number to a group text and I actually got to text with the person that has my old number now, since AT&T told me my only option was for me to change my number. But, when I called Cricket they had the nerve to ask me to call the person that has my old cell number and ask them to change it so no-one has it. SERIOUSLY? Cricket said there is nothing they can do either. I said, maybe they could call the person that has my cell number (since it is their customer) and find out who at the GRAND JUNCTION store gave them my #? If it was a mistake in putting the number's in or if they overrode something? Or maybe they could contact AT&T and find out how they (Cricket) were able to steal my cell number in the first place Since I was OBVIOUSLY still using it? That someone (Person that was given my cell number) had text my husband's cell phone back in November asking, "Who is this?". He thought it was me because it was my Cell number that popped up with my picture on his phone. We were in our house together when this text came in, only in different rooms. He was in the kitchen and I was in our bedroom watching a movie. He asked why I was texting him from across the house? I said, I wasn't and that my phone was right next to him in the kitchen...He brought both phones into the bedroom and showed me his phone and there I was but, I showed him my phone and It was not a text from me! (This alone could cause a lot of marital troubles) This is when and why my husband called AT&T and this is when they made me change my cell number. There has to be something Cricket can do either on their own for us or through AT&T! For example they could offer to pay for my cell phone for a year or something since, I still have that old cell number that Cricket stole from me and gave to someone else out there on my business materials, Catalogs and flyers for Tastefully Simple and doTERRA essential oils. I'm still finding places that I need to change information on that I only deal with may once or twice a year. I still have family and friends that I have to get in contact with so they have my new unwanted cell information. This has been on going for 4 months now. I'm still Very upset and aggravated that each company say's there is nothing they can do. What happened to customer service? What happened to taking responsibility for their mistakes?
Thank you for taking my complaint.
Sincerely
I want to know how this could have happened and what they are going to do to prevent this from happening to someone else and turn their lives upside down? I want to know what they can do. No more asking me to call some strange and ask them to change their # so no one has it! I would like to know what a fair price for making someone give up their # that they were still using is and what a fair price for me having to change all my business contacts that I still am not sure I have reached everyone is? There has to be something Cricket can do for all my troubles they have cause by stealing my working cell number.
Revdex.com
Online Complaint
Complaint No: XXXXXXXX
Re: ***
Dear Sir/Madam,
This correspondence is in reference to a complaint filed by ***. Ms. states Cricket Wireless stole her number while she was with AT&T. Ms. states that a store in Grand Junction, CO took her number, She Is requesting compensation for her number being taken by Cricket.
We attempted to contact Ms. via phone, but we were unsuccessful. We would like to get some additional information regarding the case. Should Ms. have any questions, please contact Gary at 404.469.0901. Our office hours are Monday-Friday 9a-6p EST. If we are unable to answer, please leave a voicemail and we will respond accordingly.
Cricket strives to provide excellent service and we regret when that high standard is not met. We value Ms. feedback and apologize for any inconvenience or poor service she felt she received. We look forward to hearing from her.
Regards,
Cricket Wireless, Customer Support
575 Morosgo Dr., NE
Atlanta, GA 30324
/GH
(The consumer indicated he/she DID NOT accept the response from the business.)
The above response is still pending. I had returned *** call first one on March 21st I left him a voice message. When I did not hear back from him I left another message on March 26 and gave him a second number to reach me at. He did contact me and I gave him the additional information that he was asking about. *** is looking into this Violation further. In the meantime, I called AT&T to do more digging on their end and I was told by Tommy that he looked back as far as August 2017 and no-one there had release my cell number to Cricket or any other phone service. It was not until November that AT&T had me change my cell number because, someone else was using it at the same time I was and contacted my husband and AT&T could not figure out who had taken my number!
I'm now waiting for *** from Cricket to call me back again and let me know his findings. I hoping for a resolution soon. ~
Revdex.com
Online Complaint
Complaint No: XXXXXXXX
Re: ***
Dear Sir/Madam,
This correspondence is in reference to a rebuttal filed by ***. In the complaint, Ms. states Cricket Wireless stole her number while she was with AT&T. Ms. states that a store in Grand Junction, CO took her number, She Is requesting compensation for her number being taken by Cricket.
After contacting Ms. via phone on 4/12, we had explained the information that was provide to us by AT&T. An authorized person on Ms. account was updated with "potential fraud activity." The resolution provided by AT&Ts representative at the time was to have the number changed. This was agreed upon by both parties, thus leaving the number in question, recycled back to number pool. This is where Cricket was able to obtain the number once the number had been replaced. Ms. states this problem had been going on for months prior to changing the number. We explained that we had limited information because this was an AT&T issue. All interactions regarding this number would be available via AT&T. The number in question is now available and this is where Cricket was able to acquire the number. We provided Ms. with all available information and she will contact AT&T for further investigation.
Regards,
Cricket Wireless, Customer Support
575 Morosgo Dr., NE
Atlanta, GA 30324
/GH
On February 25,2018 I traveled to The Cricket Wireless office In Troy,NY XXXXX I upgraded my phone from The Alcaltel Touch 4 To the LG XCharge. 99.99. I have 3 lines on my plan,Unlimited everything for $171 month. The two in question on prices are mine and my sons. My total upgrade according to my bill is 178.17. I was told.$198.17.I gave him $200. He gave my back 1.83. Seemed a little high. Did my sons upgrade from Alcatel 3 up to the LG XCharge also, 99.99 He also got a durable cell phone case that was a total of 39.99. Bring up my total to 178.17 according to my receipt.He told me 223.17.According to my math thats a $70 overcharge why'. He conveniently did not give me a receipt. I had to go to my local Cricket office to retrieve them. Please look into this. Im not unhappy with Cricket Company for phone service.Just wanna make sure I did not get robbed.The sales person was Shabir S.
Product_Or_Service: LG /Xcharge/Unlimted Everything Plan
Account_Number: XXX-XXX-XXXX
Other (requires explanation) I would like a credit adjustment on my account.
March 26, 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 she was over-charged when she purchased new service at a Cricket Wireless Authorized retailer.
We contacted the customer and advised her that we would investigate this matter further. Upon researching this complaint, the stores District Manager pulled surveillance from the day in question and viewed the bank deposit from the next day to see if there was an overage, and there was not. We attempted to follow-up with Ms. to provide her with the findings and were unsuccessful. Should Ms. wish to discuss this matter further, she can contact Seindah Gascot directly at XXX-XXX-XXXX.
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 XXXXX
I paid for a full month of service. I switch to T-Mobile and was informed by Cricket Wireless that I would not receive a refund for the amount I paid for the month. I switched 3 days into my month. So Cricket Wireless has received money that they are NOT entitled to, it's just bad business.
Account_Number: XXX-XXX-XXXX
Other (requires explanation) I would like a refund for the days that I did not receive service. Common sense.
March 23, 2018
Revdex.com
Online Complaint
Re: ***
Revdex.com Complaint ID: XXXXXXXXX
Dear Sir/Madam,
This correspondence is in reference to a complaint filed by ***. In the complaint, Ms. states that she paid for a month of service and then switched to another provider. MS. is requesting that Cricket Wireless provide her a refund of the unused days of service.
Cricket Wireless Escalations manager, Damaris, unsuccessfully attempted to speak with Ms. on March 16, 19, and 23, 2018.
Cricket Wireless will not provide a refund. Per our Terms & Conditions, 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. Additional information can be found online at www.cricketwireless.com/terms.
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 thank Ms. for her communication, and trust that this explanation properly addresses her concern.
Regards,
Cricket Wireless
Customer Corporate Relations
575 Morosgo Dr. NE
Atlanta, GA XXXXX
On 3/6/2018 I went into the cricket store on 10 and Southfield rd I got an l g fortune the free when you transfer number too cricket I payed for 40 plan I was told that for one year I would get unlimited data and I am not getting it I also have the reciete for sale it states that if I am not happy with the phone with in the first 7 days I could exchange the phone I went in too store too exchange the and they offered a solution too take the phone back I had called them on march 8th and called customer service they on a 3 way call between them and the store that I should come back at 5.00 pm that day and the manager would have a resolution I had seen phones on the web site for $19.00 if you ported your number well I had ported my too days before and with 7 day return policy on phone they refused to me exchange phone and got from them at all the manager's name was pete and the sales reps was sommer they were no at all the phone battery drains way too fast I have had alot of lg phones and never had problems like this I think that if I can't get the phone I want when I get paid then I will back too metro pcs and cricket will lose a customer for good sincerely yours ***
Product_Or_Service: LG //
Account_Number: XXX-XXX-XXXX
Other (requires explanation) I want a replacement device that i want and for the same that it coast when i port number the phone is the l g x i will still for the phone
March 18, 2018
Revdex.com
Online Complaint
Complaint No: XXXXXXXX
Re: ***
Dear Sir/Madam,
This correspondence is in reference to a complaint filed by ***. In this complaint, Mr. states that he had a less than store experience at one of our Authorized Retailers in Southfield, MI.
We always want to make sure our customers have a seamless, satisfying shopping experience.
Mr. was contacted by telephone on 3-18-2018. He stated he was not satisfied with his LG device he purchased because of the battery performance. 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.
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. A courtesy credit was applied to his account, and he was happy.
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
Missing and incorrectly applied referral credits
1) I received confirmation for 7 referrals through the Cricket refer a friend program, however I have only receive credit for 5 referrals to my account.
2) Additionally, on 12/29/2017 instead of crediting my account for 3 referrals, Cricket deducted $75 from my account.
3) Finally, I had ordered a $5 refill card with some of my rewards and received a confirmation on 8/22/2017 (Order #XXXXXXXXX). However to this day I have not received neither account credit nor any refill card.
I would like to get $50 credit for the missing referrals, $150 credit for the wrongly applied credit ($75 debit instead of $75 credit), and $5 missing refill credit. Total of $205
March 27, 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 she received confirmation for 7 referrals through the Cricket Refer-A-Friend program, but only 5 referral credits were applied to her account. Additionally, on December 29, 2017 Cricket deducted three referrals from her account totaling $75. Finally, she had ordered a $5 refill card with her rewards points and received a confirmation on it on August 22, 2017, but she is yet to receive the refill card credit. She is asking we make a $50 adjustment for the missing referrals, $150 adjustment for the credits that were reversed, and that we send her the $5 refill card, totaling $205.
We immediately contacted our rewards team to further investigate the missing Refer-A-Friend credits, the missing $5 refill card and the deducted referral credits reported by Ms.. On March 21, 2018 our rewards team advised that they redelivered the $5 eGift Card / Cricket refill card to Ms. email address (***@gmail.com). Also, per the investigation we found that 6 referrals plus 1 duplicate referral were submitted by Ms.. Out of these referrals the duplicate did not meet the requirements and only stayed active for 8 days. The other 2 also did not meet the requirements due to the account being cancelled within a month after activation. Please note that you and your referral need to maintain Cricket service for 60 days to meet the requirements. Our records show that only 4 Refer-A-Friend credits were successfully applied to Ms. account. The rewards team found that on December 11, 2017 our system accidentally gave duplicate credits to her account, but they were all reversed.
We contacted Ms., but she was busy at work. She requested that we called her husband to discuss the agency complaint. We spoke to *** on March 26, 2018 and explained the aforementioned. *** confirmed that his wife received the $5 refill card that was sent to her email. *** requested additional information and I offered to look into it. I attempted to call *** back, but got the voicemail instead. I left him a voicemail offering further information on his complaint.
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
I cancelled my service with Cricket Wireless (www.cricketwireless.com/)today 3/11/18. My billing cycle for this service was roughly calendar month...I believe they auto-charged my credit card on file on 2/28/18. Billing is done in advance. So the charge on 2/28/18 was for the upcoming month of March 2018. My two concerns are as follows:1) Cricket Wireless advised me I am not entitled for a credit for unused service. I cancelled midway through the month and was expecting roughly a $17 credit. I know when I had cable TV, this was the way they prorated my advanced payment when I cancelled. However the customer service rep I spoke to in the store, and then another rep I spoke to on the phone said that the plan I had was a prepaid plan and I'm not entitled to any refund. This does not seem right to me. I believe I am entitled for a refund for unused service.2) When I cancelled the service, cricket wireless refused to send me a confirmation of cancellation email for my records. Both customer service reps I spoke with said the service would run its course for the current month and then the account would be cancelled. I do not like this practice of not getting some type of acknowledgement the service was cancelled. I believe sending an email confirmation of cancellation is standard practice. Going back to the cable TV example, they provided a confirmation email within minutes of cancellation. This is important because it gives me some time of record in case I ever need to retrieve this information....for a complaint such as this.I would appreciate you looking into what I perceive as not only a bad practice, but a predatory practice.Also, when I looked up Cricket Wireless's headquarter information I found the following:575 Morosgo Dr NE, Atlanta, GA XXXXXThis is different then what was in the standard Revdex.com.org menu when I selected the vendor Cricket Communications...which has a Colorado address. Please let me know if I picked the right company.
Product_Or_Service: Apple /5s/Basic
Account_Number: XXX-XXX-XXXX
Other (requires explanation) Credit to my account for unused service and email acknowledging the service was cancelled.
March 19, 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. is requesting a refund for service charges he paid when he cancelled his service mid-month.
We contacted Mr. directly and advised him that service charges are non-refundable due to Cricket Wireless' Terms & Conditions. 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. When your account is cancelled we will re-assign the phone number associated with your account, and that phone number, identification number, or email address associated with your account may no longer be available to you. We may also charge you a fee to reactivate Service depending on when you reactivate. Mr. can find our Terms & Conditions by visiting https://www.cricketwireless.com/terms.
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
575 Morosgo Dr., NE
Atlanta, GA XXXXX
(The consumer indicated he/she ACCEPTED the response from the business.)
I reviewed the terms & conditions web-link provided in today's correspondence. The policy of no partial refunds is outlined in cricket wireless's terms and conditions. Although the company has produced a legally binding document for this inquiry, I still believe this is a poor business practice...its very unlikely I will use this service again.
My family of 5 went to a Cricket Franchise at 3801 S. 6th Avenue, Tucson, AZ XXXXX n purchase 5 phones. Our total bill was $614.93. Two of the phones purchased are DEFECTIVE PHONES that Cricket is selling. I have friends n know other people with the ZTE BLADE X MAX X N THEY STATED ALSO THAT THEY'VE HAD OR HAVE PROBLEMS WITH THOSE PHONES. I went back to the point of sale purchase store n asked them to exchange it n I was told very nastily by the store manager, *** that I was pass *** 7 day return policy. I called corporate office n they would only replace my phone with the same DEFECTIVE phone that I have. Where is customer service when you need it? There are leeways that someone could have taken especially after we spent over $600+ dollars with Cricket. The store rep when I purchased my phone had dropped it on the floor n wouldn't get out a new one. When I went in to the store the manager, *** was very rude to me.
Account_Number: XXX-XXX-XXXX
Other (requires explanation) The ZTE BLADE X MAX X needs to be taken off the shelve n not offered to customers, since Cricket won't understand that it is a DEFECTIVE PHONE. I WANT two replacement phones since I purchased two of the ZTE BLADE X MAX X, I would like to get the LG STYLO 3, two of them for the replacements at NO CHARGE.
Revdex.com
Online Complaint
Complaint No: XXXXXXXX
Re: ***
Dear Sir/Madam,
This correspondence is in reference to a complaint filed by ***. Ms. states shortly after purchase of 2 ZTE Blade X Max X devices, she began to experience internal issues. Ms. states both ZTE devices are freezing, cutting off and glitching. Ms. is requesting her devices be replaced with 2 comparable devices.
After contacting Ms., we have reached out to warranty regarding her defective devices. Ms. would like to replace her devices with the LG Stylo 3. We have reached out to warranty with the request to replace both devices with the LG Stylo 3. Once warranty processes the order, both devices will be shipped. Mr. also stated that Cricket Protect was not added to 1 of the 5 devices she requested to be added at the date of purchase. We have also applied Cricket Protect to the lacking device. Ms. is satisfied with the outcome. Should she 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 Ms. feedback and apologize for any inconvenience or poor service she felt she received.
Regards,
Cricket Wireless, Customer Support
575 Morosgo Dr., NE
Atlanta, GA XXXXX
(The consumer indicated he/she ACCEPTED the response from the business.)
*** from Corporate Cricket contacted me in regards to my complaint. He explained his offer n I agreed to his timely matter that he took in doing this. I did however, explain to him that any of the Blade X or Blade X Max X seemed to be a defective product n that those models should be taken off the shelves. I have many friends that has experienced the same problems with that type of phone. I also explained that my service keeps cutting out n people can't hear me or I them.
I believe the service does need to be looked into. Thank you for your help in this matter.
I been having trouble with my service and my phone
evertime I call to tell them no one does anything
imhaving issues with my phone I have medcail issues I'm 73 yr old I do need a working phone also I getting drop calls I called customer service thy will not do anything I don't have inssuce the cricket store I got it from said not to get inssince and they said my phone is out of warranty I would like a call back from someone on this matter
a replacement
March 19, 2018
Revdex.com
Online Complaint
Complaint No: XXXXXXXX
Re: ***
Dear Sir/Madam,
This correspondence is in reference to a complaint filed by ***. Ms. device is out of warranty but she has been experiencing glitching and freezing prior to her warranty expiration. Ms. is asking for a replacement device.
After contacting Ms., she explained the issues she had experienced with her device. After speaking with customer service, they couldn't help her due to the warranty expiration. We have reached out to the warranty department and we will provide Ms. with a courtesy replacement comparable to her current device. Order XXXXXXXXX has been submitted and will be delivered to the address on her account. In return, we will need Ms. to return the defective device once the new device is received. Should Ms. have any questions, please contact Gary 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
575 Morosgo Dr., NE
Atlanta, GA XXXXX
I wanted to switch from Metro PCS to Cricket
wireless. I 1st called Cricket to confir that our phones were able to transfer to Cricket. I was told that ,yes, your 2 lines can be transferred. And she said all I have to do was purchase 2 SIM Cards and 1st month service for both phones. I was then advised to go to Cricket site and complete purchases. Which I did. I ordered 2 SIM cards and paid for 2 lines up front for cell service at $45 per line. The next day I recieved the SIM cards. When the phones came on they said this SIM Card is network locked. I called Cricket again and was then told that my phones are not open for Cricket service. I was told I should have checked that the phones were capable of transfer. Which I did. I was then told that Cricket does not give refunds. I never received what I paid for. I paid for 2 lines for a months service. Which I never received. $101.18 total . And Cricket refuses to give me a refund.
Product_Or_Service: Samsung /Galaxy J7/***@yahoo.com
Account_Number: XXX-XXX-XXXX
Other (requires explanation) I want my money back. I paid $101.18 for nothing.I just want my money back.
March 18, 2018
Revdex.com
Online Complaint
Complaint No: XXXXXXXX
Re: ***
Dear Sir/Madam,
This correspondence is in reference to a complaint filed by ***. In this complaint, Ms. states that she placed an online order for two sim cards and two months for service. She stated that she found out that her devices were unfortunately locked and she could not use the two additional lines of service that were to be activated on Cricket's network.
Ms. was contacted by email on 3-14-2018. We explained to Ms. Cricket's 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.
Non-withstanding Cricket's Terms and Conditions, Ms. will be refunded for her purchase. We thank her for her patience, and do advise refund times can vary by financial institution.
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
I added a line of service for my daughter on 2/28/2018 in which the sales rep told me my daughter line of service that I added was paid for for the month (30 days) and that on 03/02/2018 I would only have to pay $55. On 03/03/2018 I set up a bridge pay on the $55 payment for an additional 7 days of service.On 03/09/18 at 12am is when the bridge pay was expiring. I called cricket to make the payment is then was telling me on the automated system I had to pay $60 in which that amount was hire than the initial payment that needed to be made. I then tried to get a live representative on the phone and the automated system stated that cricket was closed and I had to call back the next day which is today 03/10/18.I called cricket to rectify the issue and was told I had to pay the full amount of $80 for both lines which did not make any sense due to the fact I was told when I added the new line of service and paid that that line was paid up for 30 days a month. I spoke to *** and supervisor *** I explained the situation nothing was done I asked for corporate number she stated she had a number but then stated she didn't and gave me corporate address instead. At this time I'm now leaving the cricket store and I am switching cellular services because cricket is trying to get extra money and they are not true to their word.
Product_Or_Service: Other //
Account_Number: XXX-XXX-XXXX
Other (requires explanation) I would have liked for them to have corrected the situation and not have lied about the services and what I had to pay once the new line of service was added. I am now leaving this cellular company due to this matter and would like some type of refund for this is not the first time I have had an issue with their services and or billing
March 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 was misinformed about her payment due for her second Bridge-Pay payment. She states when she added her daughters line on February 28th, she would not have to pay for her daughter's service again until her April charges. Ms. states that when she enrolled in BP on March 3rd she was not aware that her 2nd payment included her daughters line.
We contacted Ms. directly and advised her that she did not pay the correct amount for her Bridge-Pay fee and that is what caused her second payment to be higher than she expected. Ms. did not agree with the amount due, so she did not pay her 2nd Bridge-Pay payment which resulted in her services being suspended and a full month of services was due for both lines to restore the service. Ms. states she has since left Cricket Wireless, we advised her that we are required to address and provide a resolution for her complaint.
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
I tried several times to order a phone online, only to get email saying my information was not correct so they had to cancel my order. I was transferring my number from a different carrier. Each time I tried to order the phone the online site would tell me that everything was fine. So I would be expecting my phone within a few days. Each time a few days would pass and they would email me saying that my information with my old account number was not correct. So I go in store to try and purchase phone, only to be charged 3 times more than what I would have paid if I would have just ordered online. The manager at the cricket store charges me an activation fee, as well as adding on insurance that I did not ask for. Then I see posted on the wall no activation fee when you transfer your number. These fees were ridiculous.
I had to return phone once because did not have fast enough software for my job app. Then after getting second phone screen went crazy, and phone kept shutting on and off on its own. When I tried to return this phone after only 4 days, they tell me I cant exchange phone twice, I would have to send it in with warranty. So inconvenient! The return policy on the counter had no where listed on there that you can only return/exchange 1 time. This is ridiculous. Now I have to pay more money to ship phone out and hope that I get a phone in a few days. This is costing me more money and losing money because I need phone for my job app!
Store 4960 S. Forte Apace Rd. Ste 440. Managers Andrew and Jessica.
I worked retail management for several years, and the smart thing to do would be to help the customer. My phone was defective. They should have exchanged my phone for a new one. There was no damage to the phone on my part, and I had only had the phone a few days before I started to have issues with it. Take care of the customer!
My account was stolen by my ex Rhianna Ybarra who works at Cricket Wireless and her district manager *** helped her Do it. While we were together I had put her on to my account my phone number was XXX-XXX-XXXX. She was also working at Cricket at the time that I did this. Unbenounced to me she kept my pin and my security question question. And change the primary account holder name from my name *** to her name *** So when we broke up I called Cricket Wireless verified my full name the PIN and the security passcode. I then asked for her line to be canceled and they complied. Cricket customer service did not tell me that the account was in her name. They just said okay Mister *** we can do that for you. So I assumed at this time that the account was still in my name. Next thing I know I'm getting a call from a mutual friend of ours saying that if I didn't get down to Cricket Wireless and give her the pin and password her account that the district manager *** was going to charge me with fraud. I tried to speak reason to them and tell them that the account was originally mine and she had switched it without my permission. Instead I got stonewalled and he they asked me to leave the store. *** the district manager called in cancelled my line and put my phone on the stolen list so I was not able to reactivate it anywhere. *** change the passcode *** the account. So that I'm no longer able to get any information about the account. I tried to tell the district manager that his employee was the one that committed fraud because Cricket has a policy that the primary account holder has to be there in in person and give their consent in order for primary account name to be changed. He's also telling his employees not to help me because I've committed fraud. He is wrongly accusing me of this, and he has used his power as a district manager to take a side in a relationship breakup. Using his power unjustly instead of hearing out both sides.*** still refuses to speak to me.I need help
Product_Or_Service: Samsung //$40 plan
Account_Number: XXX-XXX-XXXX
Other (requires explanation) I would like for this to be investigated, and for the account to be put back in my name. Because she didn't have my permission to change it. And for them to stop allegations of fraud against my person. I would also like the district manager *** and Cricket associate *** of Cricket Wireless in Syracuse New York Main branch 1001 W Genesee St, Syracuse, NY 13204. I would like *** to be held accountable for not hearing my claim that his employee switched primary account name without my permission
March 15, 2018
Revdex.com
Online Complaint
Re: ***
Complaint ID: XXXXXXXX
Dear Sir/Madam,
This correspondence is in reference to a complaint filed by ***. In the complaint, Mr. wanted Cricket Wireless to investigate the handling of a joint account shared with his ex-girlfriend. The ex-girlfriend, Ms. is a Cricket Wireless employee and he feels that his line was canceled fraudulently by Ms. and her boss.
Cricket Wireless' Corporate Manager, *** spoke with Mr. on March 14, 2018. Case number XXXXXXXXXXXX was created in order to properly investigate his claims. The investigation found that this is a domestic dispute and both parties with equal access to the account had the ability to make changes. No fraud was found.
Cricket Wireless does not participate in domestic disputes and in this case has followed all proper authentication and security measures to protect both Mr.' and Ms. personal information.
If Mr. would like to pursue his claims, he can pursue this through the proper legal authorities or directly with Ms. Ybarra.
We thank Mr. for his communication and consider this complaint resolved.
Regards,
Cricket Wireless
Customer Corporate Relations
575 Morosgo Dr. NE
Atlanta, GA XXXXX
(The consumer indicated he/she DID NOT accept the response from the business.)
The store manager *** put my phone on the stolen list so I'm unable to activate my phone at any other venue. Not only that the district manager kick me out of one of his stores saying that I had committed fraud. If no fraud was
Found to be committed by either party why am I being treated this way. Cricket she take my phone off the stolen list. And allow
me to activate my phone under my name.and I deserve an apology from the district manager for removing me from a store under pretenses of fraud. No one has taking my phone off the stolen list. So this issue is not resolved
March 23, 2018
Revdex.com
Online Complaint
Re: ***
Complaint ID: XXXXXXXX
Dear Sir/Madam,
This correspondence is in reference to a rebuttal to the response to the original complaint filed by ***. In the rebuttal, Mr. now wants the Cricket District Manager to apologize to him for removing him from the store and he is also asking that his device be removed from the blocklist.
Cricket Wireless' Corporate Manager, Damaris, spoke with Mr. once again on March 23, 2018. We reiterated that Case number XXXXXXXXXXXX was created in order to properly investigate his claims. The investigation determined this case to be a domestic dispute and both parties with equal access to the account had the ability to make changes. No fraud was found. In fact Mr. ***'s name was never on the account.
Cricket Wireless does not participate in domestic disputes and in this case has followed all proper authentication and security measures to protect both Mr.' and Ms. Ybarra's personal information.
If Mr. would like to pursue his claims, he can pursue this through the proper legal authorities or directly with Ms. The device can be removed from the blocklist with proper ownership documentation and/or with express authorization from Ms. which now ultimately controls the account.
We thank Mr. for his communication and consider this complaint resolved.
Regards,
Cricket Wireless
Customer Corporate Relations
575 Morosgo Dr. NE
Atlanta, GA XXXXX
I changed providers to Cricket within the past several months due to their great plans.I started out with a phone and then later after a few months decided I wanted a different phone with more features and options. I went to a retail in my local mall and purchased the ZTE Blade X Max. The phone had the features that I was looking for (memory, speed, mobile hotspot eligible).A few months go by and I decide I would like to add the mobile hotspot. I follow Cricket Wireless steps to add my device and I could not do so.I contacted Cricket Wireless Support who told me that my phone was not eligible despite Cricket advertising the phone as hotspot eligible. I mentioned that the company needs to change the website due to false advertising, which went no where due to the lack of understanding and comprehension of their poor telephone support.https://www.cricketwireless.com/cell-phones/smartphones/zte-blade-x-max....⇄ /> Product_Or_Service: Other /Zte blade x max/
Account_Number: XXX-XXX-XXXX
Other (requires explanation) 1. Provide a phone similar in nature that is hotspot eligible at no cost due to false advertising.2. Update the Cricket website with asterisks for the phone saying why it may or may not be eligible. All customers buying the phone can see it is eligible on the phone page which can lead customers to buy the wrong phone. Then they have to turn around and spend money to buy another phone and pay their upgrade fee due to the false claim on the website.
Revdex.com
Online Complaint
Complaint No: XXXXXXXX
Re: ***
Dear Sir/Madam,
This correspondence is in reference to a complaint filed by ***. Mr. states he purchased a device with understanding that the device was hotspot compatible. Months after purchase, Mr. wanted to add mobile hotspot, only to find out the device was not compatible. Mr. is requesting a similar phone that is hotspot compatible due to false advertising.
After contacting Mr., we explained that mobile hotspot eligibility details were found via the hyperlink under the specifications section for each device. Mr. recommended that this information be more noticeable for customers. This feedback was accepted and presented to our Digital Experience team. As a courtesy we have 2 options available for Mr.. We attempted to contact him with updates, but we were unsuccessful. Once we speak with Mr., we will explain the options and come to an amicable resolution. Please contact *** 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 XXXXX
I have proof of screen shots of pictures that I have 4 days remaining and on 03/09/2017 they suspended my line for no reason since it's pre-paid phone and plans my plans were due on the 03/13/18. so my husband got on the phone with cricket and they were very rude to us and would not turn the phone back on since I HAD 4 days remaining of services left and they were trying to Charged us 10 dollars more for reconnect fee. They wouldn't give us an answer why they suspended my line and they were not supposed to suspended the line since I have 4 days of remaining of the services and they wouldn't turn the line back on until I had to pay 90.00 on 03/09/18 to get my services back online . And my husband asked to speak with the supervisor. And the supervisor wouldn't very nice at all and hung up on my husband. The reason why my husband call cricket since I am deaf and hard of hearing I no longer cant hear the phone . And the contact number I left with. U can get a hold of my Husband since I have an acct with cricket and it's under my name. Once we paid and they changed our billing cycle to due date April 8th instead of 13th They Broke the billing cycle and contract.
Product_Or_Service: Samsung /S8/basic plan unlimited
Account_Number: XXX-XXX-XXXX
Other (requires explanation) It's either a refund or a store credit to add to the billing cycle they have no right to sespended the line and i have 4 days of remaining of the service and they need to change the billing cycle back to due date by the 13th of each month. And please rememeber i have a screen shots of pictures from my cell phone i have the proof.
March 16, 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 she was required to pay her bill 4 days prior to her regular due date.
We made three attempts to contact Ms. on March 13th, 14th and 15th 2018, with intent to amicably resolve her complaint, but were unsuccessful. After reviewing Ms. account, we received a charge-back from her financial institution for a device fee + an upgrade fee. Ms. returned the device to sender, however the refund wasn't issued properly resulting in suspension of her account. Ms. was required to pay her bill in full in order to restore her service because the charge-back reversed the original payment. Should Ms. wish to discuss this matter further, she can contact *** XXX-XXX-XXXX.
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
They have never called me I have never got no phone call from them at all . What happed was that I did order the device online and I had spoke with someone online in chat that they said my ordered was never been placed it and they didn't have no order conf. number and they were supposed to send me an e mail with conf. number and they never did but they took my money out of my bank acct and my bank went after them and when I got the device in the mail and I returned it back to cricket and I have tracking numbers that they did got their device back but still they shouldn't be suspened my line all that.
March 30, 2018
Revdex.com
Online Complaint
Complaint No: XXXXXXXX
Re: ***
Dear Sir/Madam,
This correspondence is in reference to a rebuttal filed by ***. In this rebuttal, Ms. states that we made no attempts to contact in regard to her initial Revdex.com complaint. Ms. complaint was that her bill was current and Cricket wireless suspended her account.
After a few attempts was made to contact Ms., we received a call back from her husband. We explained the reason for their service being suspended when the payment made to Cricket for a new device and upgrade was disputed. Mr. understood.
Cricket strives to provide excellent service and we regret when that high standard is not met. We thank Mr.& Mrs. for their communication and trust that this explanation properly addresses their concern.
Regards,
Cricket Wireless, Customer Support
575 Morosgo Dr., NE
Atlanta, GA 30324
/SG