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 purchased a SIM card on 2/26/2017 and took my phone from Verizon to Cricket because I was trying to cut cost and save money. I noticed that my service was not as good as Verizon and I had a very hard time accessing content with cricket due to the poor reception. I decided to go back to Verizon only after 5 days. I ported my number from cricket back to Verizon. I called cricket and asked for a refund of the unused portion of my plan. They told me they are a no refund company and if I wanted a refund that I would have to dispute through my credit card.
Product_Or_Service: Apple /iPhone 7/60 unlimited
Account_Number: XXX-XXX-XXXX
Other (requires explanation) I would like my entire 60 dollars refund plus additional funds for my inconvenience
March 14, 2018
Revdex.com
Online Complaint
Complaint No: XXXXXXXX
Re: Mr. ***
Dear Sir/Madam,
This correspondence is in reference to a complaint filed by Mr. ***. In this complaint, Mr. states he ported his service over to Cricket to save money. He states that after 5 days he decided to go back to his previous provider. He is requesting a refund for the unused amount of his monthly service. He states he continues to be denied. He is now asking for a refund of the full charges and additional funds for his inconvenience.
We apologize for any inconvenience or poor service Mr. felt he received. Cricket strives to provide excellent service and we regret when that high standard is not met.
We reviewed Mr. account information and were able to determine that he did indeed port his service out 5 days after porting over to Cricket. We contacted Mr. with regards to this issue, and advised him that the information he was provided is correct. Cricket Wireless does not issue refunds for any unused portion of a payment. We explained to Mr. our Terms and Conditions found at www.cricketwireless.com/terms which indicates: You will not receive a refund or credit for the unused portion of your account balance if you decide to cancel service before your monthly service period ends.
Mr. was not happy with our resolution and indicated he would continue on his path to recover the unused funds, he also stated he would possibly contact a lawyer if we do not provide him a refund.
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
When I get a call from another network, I can hear the caller, but the caller cannot hear me (Cricket to Cricket calls are perfect).
When I get a call from a cell from another network, I can hear the caller, but the caller cannot hear me (Cricket to Cricket calls are perfect). I have to call back the number and then they can hear me. Once a while randomly the caller can hear me, but mostly they cannot. 3 of my friends with Cricket have the same problem (they all have different phones), mine started 2 weeks ago, their problem started 1-2 months ago. I called Customer service twice, no change, no help. Please help.
Please repair network that I can receive phone calls and they can hear me. You could also credit me some amount, since Cricket service is not working properly in the past month. I called Cricket twice, no change in service.
March 13, 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 when she gets a call from someone using a different provider, she can hear the caller, but the caller cannot hear her. Calls coming in from Cricket customers are perfect, she stated. She is requesting we repair the network issue she is experiencing.
We immediately open a network ticket (#XXXXXXXXXXXX) and sent it to our Network Team to resolve the issue at hand.
We contacted Ms. and provided the ticket number and advised that she would be receiving a call from our Network Team to further troubleshoot the reported issue. Cricket's Network Team also spoke to Ms. on March 9, 2018 and they are trying to isolate the problem by having her perform extra tests with her device to determine if the issue only occurs at a specific location or everywhere.
We apologize to Ms. for any inconvenience or poor service she felt he 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
*** GA XXXXX
/EI
I have been a customer of Cricket since 2014 and I needed a new phone so on February 23 I was near the Cricket store located at 2201 W. Lincoln ave. Harlingen Texas XXXXX XXX-XXX-XXXX and *** sold me a ZTE Blade X Max cellphone. *** changed over my SD card and activated the phone, *** did not inspect the phone with a fine tooth comb and did not offer insurance on the phone, *** also stated I had 7 days to return the phone. I do not do a lot of talking on the phone but by the third day I started to have reception problems with the phone. On the 6th day March 1 my aunt called me and could not hear me so I decided to take back the phone and get a better brand this is a new phone and I don't want any problems with a new phone. I had placed the receipt in the box and everything in the box inside the bag I kept the phone in a soft cloth to keep it pristine. on March 1 the 6th day I took the phone with its original box, bag, and receipt in pristine condition and there was an employee named *** I explained to her the problems that I was having with the phone and told her I wanted to return the ZTE phone and take a Samsung phone instead as I was looking at the other phone *** started examining the phone like with a fine tooth comb and started taking close ups of the phone and made a phone call to a *** (I really don't know who *** is) and she instructed her to tell me no return at this point I got upset and told her I wanted a complete refund . On the back of my original receipt it states "returns accepted at the original point of purchase within 7 days of purchase if accompanied by original proof of purchase and returned in like new condition" which I did exactly that. I then insisted she get a manager to the store. *** then called manager *** and upon examining the phone he could NOT see what *** was talking about he then asked *** to show him he had to squint to see what she was referring to but *** had been instructed to tell me no.
Account_Number: XXX-XXX-XXXX
Other (requires explanation) I want a refund so I can go to a different Cricket store to buy a better phone. I do not want to deal with this particular store any longer. I do not like doing business with people l cannot trust. This is a new ZTE blade Max phone and I don't want to be sending it off for repair for 1 year, a new phone shouldn't have these problems.
March 16, 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. details a negative experience at a Cricket Authorized Retailer. Ms. claims the Authorized Retailer provided her a damaged device along with misinformation, and then denied her an exchange of her device. Ms. wants a refund for the phone so that she could go to another Authorized retailer to purchase a new Samsung device.
On March 13, 2018 Cricket Wireless Escalation Manager, Damaris reached out to Ms. and to our local management team in order to properly investigate Ms. claim.
For valid warranty exchanges, the Returns Center will ship an identical or similar replacement model, which may be a new or reconditioned (like-new) device. Cricket does not repair defective devices. All warranty options are found online at https://www.cricketwireless.com/support/orders-and-activations/warranty/customer/warranty.html.
As per Cricket Wireless' Refund Policy, customers are allowed to receive a full refund of a cell phone purchase if the phone is returned within 7 days of purchase in the same condition. Ms. device is ineligible for a refund. Additional information can be found online at www.cricketwireless.com/terms. After the 7 day time period, our devices carry a one-year manufacturer's warranty from the date of purchase. The refund and/or exchange of device was denied by the Cricket Authorized Retailer.
On March 16, 2018 Cricket Wireless Escalation Manager, *** asked that our warranty department make an exception to assist Ms.. Cricket is working with Ms. and is sending a replacement device. We have asked that Ms. return the defective device under the Return Authorization number to be provided.
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
Dishonest and deceptive sales practices.
Took my daughter into a cricket store to inquire about getting her a phone plan. We were told by the sales staff that if I added her to my existing cricket plan we would save 10 dollars a month and we would each receive a 25 dollar credit for a total of 50 dollars after two billing cycles.
Shortly thereafter we discovered that we were not saving anything since they now disallowed the autopay credit. Secondly I just discovered that we will also not be getting the 50 dollar referral credit. We were told that it would be automatic after 60 days but we are told that the rewards program has been closed.
Either the sales staff at this store in South Hill, Virginia is grossly incompetent or dishonest.
At the very least I would like the 50 dollar credit to my bill as promised by the sales staff.
March 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 that he went to a Cricket Authorized Dealer, and was promised that he would receive a Refer- A- Friend credit for himself and his daughter.
Cricket understands that a customer's service is an important part of their lives. Mr. account was thoroughly researched, by Cricket Wireless manager *** It was discussed via a phone call that Cricket is no longer doing Refer-a-Friend program.
Cricket is discontinuing Cricket Rewards so we can do more of what our customers want. We'll continue to offer the latest devices with affordable, no annual contract plans on our great, big nationwide 4G LTE network.
For resolution, Mr. was offered a $25 credit which he accepted for both his and his daughter's account. It was emphasized to Mr. that we do in fact appreciate him as a customer.
We thank Mr. for his communication.
Regards,
Cricket Wireless
Customer Corporate Relations
575 Morosgo Dr. NE
Atlanta, GA XXXXX
(The consumer indicated he/she ACCEPTED the response from the business.)
Hi to whom it may concern,I purchase a plan from Cricket sometime late last year and they gave me the run around until I reached out to you. I was a Verizon customer and I moved to Cricket because someone told me that they were great but all I have encountered is much grief and yes, their service is great but their tech and customer is rotten.I reached out to them cause my phone about 2 months ago started showing this message 'conditional call forwarding is active? every time I tried to make a call and then the call goes through, well in trying to resolve it they messed up my caller ID in which my phone number is blocked to those I called and after much back and forth it still wasn't fixed and they told me that some higher tech would be getting back to me (Can't remember the exact term they used),This was about a month ago.I've been chatting with someone online and the said that they are seeing that this case is closed in which I explained to them this that I am saying here. They also abandon our conversation. To make matters worse I was talking to someone in Florida sometime last week around 830 am and my mom from another country called me that night on my home landline and told me that she picked up her cell phone and was hearing me speaking to the person the exact time that I was. I don't even have international calling on my cell. You just can't make this up. I was shocked!!!!!!!!!! She told me of my conversation and I just couldn't believe it. I really did not want to tell of this incident because I know it would sound like I am crazy, But this actually happened.Thank You ***
Product_Or_Service: Samsung //
Account_Number: XXX-XXX-XXXX
Other (requires explanation) Just make it right!
March 13, 2018
Revdex.com
Online Complaint
Complaint No: XXXXXXXX
Re: ***
Dear Sir/Madam,
This correspondence is in reference to a complaint filed by ***. In this complaint, Mr. states he called in for assistance with his device due to it having the message "conditional call forwarding is active" displayed on his screen. Mr. states ever since he called in requesting assistance with his device, his caller id has changed to Private Caller. Mr. wishes for his number to be displayed when making outgoing calls.
We contacted Mr. directly and opened a case that we dispatched to our IT department. Per case #XXXXXXXXXXXX our IT's department states the customer's outgoing Caller ID has been updated to "Wireless Caller. It can take a week or two for the update to appear in all other carriers' databases. However, in some rare cases the change will NOT appear due to incompatibility with certain other carriers' switching format. We advised Mr. of the timeframe it takes for his caller ID change to go into effect. Mr. is not satisfied with our resolution, he is still awaiting a call from our IT department.
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
im uncertain why there isnt a way for me to stop service on a phone starting march 7th until about april 2nd and not have to pay any fees during this time. I was given other ways I can stop the service but its more expensive to do that than to just pay for the month of service on a phone that is out of country and has absolutely no service during this time.is there not a way to pro rate for the few days she will use until our new billing cycle starting on the 9th with out having a hassle of doing things?
Product_Or_Service: Samsung //
Account_Number: XXX-XXX-XXXX
Other (requires explanation) i want to stop service to this phone and not pay for the time its not being used but then reactivate it prior to my wifes arrival back in the states and continue our billing cycle on the 9th of each month.i want to keep the same number but not pay 30 for that month.ill pay for the days during activation and then the full 30 when the new cycle starts on the 9th.i dont want to have to create another account and pay extra fees to do something simple.
Revdex.com
Online Complaint
Complaint No: XXXXXXXX
Re: ***
Dear Sir/Madam,
This correspondence is in reference to a complaint filed by *** Mr. states he wanted to temporarily suspend his line and keep his number without having to pay while out of the country.
We attempted to contact Mr. but we were unsuccessful. We are unable to temporarily suspend his line without being billed. In order to keep a number, Mr. will have to maintain paying the bill. Mr. can suspend the line, but our policy does require the customer to make a payment or the line will be cancelled, and the number will be recycled due to nonpayment. Should Mr. want to discuss this in detail, 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 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 had Cricket service several years, which included family members. In January 2018 I reported one of the phones stolen to the Cricket company and at that time they terminated the service on that particular phone. On March 5, 2018 the phone service on the other phones was canceled, not my me but by the person who had the stolen phone. I have had my phone number, since 1973 and operate a small business using this number. Cricket tells me they can not give me this number back because it was canceled when the person with the stolen phone set his account up closing the phones on my account.
Account_Number: XXX-XXX-XXXX
Other (requires explanation) I want and need my phone number back. I have had this number given to all of my clients and have had it for years and it is necessary for me to continue my business.
Revdex.com
Online Complaint
Complaint No: XXXXXXXX
Re: ***
Dear Sir/Madam,
This correspondence is in reference to a complaint filed by ***. Ms. had a multi-line account and states she reported her device stolen with Cricket Wireless. After reporting the device stolen, the person who had her device cancelled her lines, resulting in Ms. having to get a new account and new numbers. Ms. is requesting we restore her canceled number that she has had for many years.
After contacting Ms., we were able to retrieve her canceled line and add it to the new account. We offered Ms. a month courtesy credit, but she stated, she wanted a new device instead. Ms. states it's Cricket Wireless who did not cancel her line properly and she feels a free phone would satisfy her. We are having the call pulled by our Quality Assurance team. If the device was not properly blocklisted, we will escalate to the proper channels. We will notify Ms. once the call has been pulled and researched. Ms. understood. Should Ms. have any questions in the interim, please contact *** at *** If we are unable to answer, please leave a voicemail and we will respond accordingly.
Cricket strives to provide excellent service and we regret when that high standard is not met. We value Ms. feedback and apologize for any inconvenience or poor service she felt she received.
Regards,
Cricket Wireless, Customer Support
575 Morosgo Dr., NE
Atlanta, GA XXXXX
Cricket restored my number effective today March 20, 2018. The stolen phone and number are still active.
I was wanting a new and not be to pricey so I camr across cricket where you switch companies and get a new phone. Thinking im going to better cell service and better cellphones. I bought my phone feb 25, 2018 I loved it then but as the days kept going I was noticing that my new phome would flicker then went to making phone call and people not being able to hear. So it leads up to today. I came to my local cricket to see if I could just switch to a different phone. Anf they told I couldnt switch phone due to the 7 day policy. Now im and underatanding person. But when I purchased the phone nobody told me about the policy and I didnt read anything stating that at the location at that time. I was denied to get a new phone. Now this sisnt sitting very well with me. I switch just to come to something worst. Please fix it. Thank you
Product_Or_Service: Other //Unlimited
Account_Number: XXX-XXX-XXXX
Other (requires explanation) I would like be able to come back to the store and recieve phone with out anything.
March 13, 2018
Revdex.com
Online Complaint
Complaint No: XXXXXXXX
Re: ***
Dear Sir/Madam,
This correspondence is in reference to a complaint filed by Ms. *** regarding Cricket Wireless. In this complaint, Ms. states she was never told of Cricket's return policy. She states she attempted to switch her device after 7 days and was denied. She is asking to be able to swap her device because she was not advised of Cricket's return policy at the point of sale.
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 attempted to contact Ms. on several occasions to gather more information regarding her issues, but we were unsuccessful in speaking to her. We provided Ms. our contact information should she choose to contact us.
We want to thank Ms. for her communication and look forward to hearing from her should she decide to further address her concern.
Regards,
Cricket Wireless
Customer Corporate Relations
575 Morosgo Dr. NE
Atlanta, GA XXXXX
Sonata ZTE purchased in August never functioned properly...after many tech support calls and in store appearance's issue only got worse..5 calls on 3-6 from house phone kept getting disconnected. I paid bill early before new cycle was to begin. No respect for warranty ever... issue was never resolved..and no respect for $40 refund or reverse payment to bank card. I am disabled and have monies donate to absolutely poor customer services fund.
Product_Or_Service: Other //Basic plain
Account_Number: XXX-XXX-XXXX
Other (requires explanation) I feel that since the phone never worked properly... dropping calls and screen freezes that l am do for some type of satisfaction... This is in no way good customer service at all.
March 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, Mr. states that his device is not working properly and that his screen freezes.
We have made several attempts to contact Mr. via phone and email, and were unsuccessful. For that reason, we are unable to provide a resolution at this time. Should Mr. wish to discuss this matter further in detail, please contact Chelsea Bell at ***@att.com.
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
My phone has not worked for the last 3 weeks and I made over 4 attempts to get it replaced through warranty department. The first attempt I drove to authorized dealer were I bought the phone, I had to literally beg them to look at the phone so they finally gave me the number to the warranty department cause there was nothing they could do with out charging me to look at the phone and because I just bought the phone it should have warranty so I didn't agree with paying them. So the next day I called them 3 times I spent approximately 3 hours and got nowhere, the first rep. Hung up on me when I tried asking to speak to manager, the second rep. transferred me to the main menu after spending 40 min on the phone, the third rep I spent almost 2 hours on the phone this time when I asked to speak to a manager sh put me on hold for 20 min then came back on the line pretending to be someone else (manager). So long story short they want me to pay for service before they will honor the manufacture warranty and my phone hasn't worked for 3 weeks while I had paid for service now they want me to pay again. So what does a phone that I bought in full with warranty have anything to do with month to month service which is no contract? If anything they should have credited my account for lack of service I payed for and warranty my phone I just bought them. After dealing with them and so many bad attempts/service I would prefer to get my money back and I will take my business some where else that can handle these situations and not just collect a payment.
Product_Or_Service: LG /B460/
Account_Number: XXX-XXX-XXXX
Other (requires explanation) I would like to to return both phones and take my service somewhere else or warranty the phone that is not functioning properly and I will sell online then take my business elsewhere cricket is the worst service ever!!!!!!!
March 8, 2018
Revdex.com
Online Complaint
Complaint No: XXXXXXXX
Re: ***
Dear Sir/Madam,
This correspondence is in reference to a complaint filed by ***. In this complaint, Mr. states he has made several attempts to replace his defective devices and has been unsuccessful.
We contacted Mr. directly and agreed to send two new replacements. Mr. replacements have been shipped and should be delivered March 9th, 2018.
We value Mr. feedback and apologize for any inconvenience or poor service she felt she received.
Cricket strives to provide excellent service and we regret when that high standard is not met. We 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 purchased a phone online from Cricket Wireless on 2/23/18 and received it 2/27/18. After using the phone for several hours I realized the touch screen was being unresponsive on the bottom portion of the screen. After trouble shooting the phone for the next several days on my own and through the hotlines with both Cricket and ZTE it was determined the phone was defective.I spoke with numerous agents in both the customer service department and the warranty department with Cricket over the matter for a few days. The only resolution they are willing to provide me is there "buyers remorse program" which would give me a full refund for the device but not the $25 upgrade fee I paid to purchase the phone. The other option was to file a warranty claim which would replace my phone with a "refurbished" device not a new device which is what I purchased.I was also hung up on by one of there agents and ended the call abruptly and just sent back and forth between different department's who refused to connect me with a supervisor.
Product_Or_Service: Other /Z965/Unlimited 2
Account_Number: XXX-XXX-XXXX
Other (requires explanation) I want my phone replaced with another "brand new" device not a "refurbished". It also says in there warranty handbook that they will replace your device with a "new" or a "like new" device. Or I would like a full refund for the price of the phone plus my upgrade fee. Then I could just go to the store in town and purchase the same phone and if I were to have problems again I could just get it replaced there instead of getting the run around like I am now.
March 13, 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. explains that he recently received a defective device when he ordered an upgrade for his device. Mr. would like for Cricket Wireless to take responsibility and send him a brand new device not a refurbished device or refund his purchase in full so he could go the nearest store and upgrade his device as originally purposed.
Cricket understands that a customer's device is an important part of their lives.
Mr. had 7 days to return the equipment as part of Cricket Wireless' Return Policy. The details of this policy can be found at https://www.cricketwireless.com/support/orders-and-activations/returns-and-exchanges/customer/returns-and-exchanges.html
To protect their investment Cricket provides options. Our devices generally carry a one-year manufacturer's warranty from the date of purchase. Mr. is correct in stating that Warranty could send a new or like new device. All devices are certified, thoroughly inspected, tested and reconditioned to like new condition.
Cricket Wireless Manager, *** assisted Mr. with the processing of a warranty claim. Mr. is very satisfied with the results of her assistance.
We thank Mr. for his communication and consider this complaint resolved.
Regards,
Cricket Wireless
Customer Corporate Relations
575 Morosgo Dr. NE
Atlanta, GA XXXXX
Cricket Wireless will allow customers to do a bridge pay, which is paying for 7 days of service for additional fee. Today I walked into the Cricket store in Bartlesville, Ok with the purpose of paying part of my bill, a day early, and getting a new sim card for one of the phones on my plan. I stated that to the customer service lady. She said we would make the payment and then handle the sim card replacement. After paying $70, she then tried to sell me the sim card holder t was unable to do so due to the account because it was locked into a bridge pay. After over an hour on the phone with customer service, was not only told there was nothing they could do but also told that I could cancel my lines but would not be given any refund. As I was speaking to them I asked why my bill was due on the 6th again when there is only 28 days in February. I was told they did not want to change the due dates of the customers because it would cause confusion. But the customers pay for 30 days of service during each cycle. I feel like they ate violating the the law here because it's not only my account that they took 2 days of service year after year, but also everyone else as well. They offered to credit my account for the time I feel I was cheated out of my money but that doesn't mean that they are not still cheating people out of alot of money and service paid for. In the end I will more then likely be be switching providers after the 7 days of service they have forced me to use, because I refuse to cancel before I get what I paid for, even though without the sim card I needed in the beginning, one of my lines is not even usable.
Product_Or_Service: Samsung /Galaxy grand prime/Unlimited family plan
Account_Number: XXX-XXX-XXXX
Other (requires explanation) Even with the lousy customer service, I can't understand policy, but I cannot forgive them stealing either service or money from their customers, regardless of it only being 2 days per year. It's theft and if I had the money for a lawyer I would be filing a suit, but unfortunately all I can do is file this and hope something is done.
March 12, 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 while on a Bridge Pay she states that she wanted to get another sim card for one of the lines on her account. She states that she was not able to successfully add the new sim card to her account because she was on Bridge Pay.
Ms. account was thoroughly researched. We communicated with Ms. on 3-12-2018, and let her know we thanked her for her feedback. We let her know that we are continuously working to improve our valued customers experience while on Bridge Pay. A $15 courtesy credit will be applied to her account once the Bridge Pay period is over on 3-13-2018.
We value feedback and apologize for any inconvenience or poor service she felt she received.
Cricket strives to provide excellent service and we regret when that high standard is not met. We thank for Ms. 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 DID NOT accept the response from the business.)
I do not accept Crickets response to my complaint because they did not respond to the actual complaint and they did not do anything other than what they already done. I was already enrolled in the bridge payment. I explained why I was in the store but my chief complaint was the fact that they are cheating customers out of money and time paid for by those two days in February. I would like to have a response in regards to what they are doing is illegal and they are cheating millions of people or thousands of customers out of money.
Since I have had this service I have 1 or 2 bars, I lose internet connection all the time. This has happened on 2 different makes and models of phones purchased at the same time. There are friends that call and text and I am not receiving them unless I call and have them refesh my phone. When I have called customer service I have gotten different stories. Was told because I live where there are large bodies of water, construction, highways, its the weather, and that I am in a low tower area. I was told that I needed to call with the zip codes of where I am going to asure that I will have service. According to the coverage area map on their web site every where I have traveled is a solid green. Then I was told by the representative that they have not changed the color of the map. I tried to swotch to a different company and found out that Cricket wireless has my phone locked and will not unlock it untill I have had the service for 6 months.
Product_Or_Service: LG /LG Stylo 3/50 Unlimited Plan
Account_Number: XXX-XXX-XXXX
Other (requires explanation) There are a few things I want to have to resolve the issue. 1. My money back for the months I paid for unlimited service and only had limited.2. My phone unlocked so I can go to a different carrier3. Them to stop selling their service here in Michigan if it is true about large bodies of water.4. Put a disclaimer that their phones can not be unlocked until you have had their service 6 months on sings in their stores not just on their web site. (Cant get online with no internet service)
March 7, 2018
Revdex.com
Online Complaint
Complaint No: XXXXXXXX
Re: ***
Dear Sir/Madam,
This correspondence is in reference to a complaint filed by Ms.. In this complaint, Ms. states that she has experienced poor cell phone coverage since she had signed up for Cricket Wireless. She has requested that we provide her a refund and unlock her device so she can use it on a different carrier.
In researching Ms. complaint, we have found that Ms. live on a moderate coverage area. We have informed Ms. via email that coverage can be affected by terrain, weather, foliage, buildings, indoor use, signal strength, customer equipment and other factors. Also, per Cricket Wireless's Terms and Conditions, all service payments are non-refundable. We did however made a good-faith exception, and offered to refund her the past three months service payments, which she declined.
In regards to her request for the unlock codes, we have explained to her that she did not meet Cricket's unlock requirements. Per our Terms and Conditions, the phone must meet all of the following requirements to be unlocked:
Device hasn't been reported lost or stolen
The device you want to unlock has been active for at least 6 months of paid service
o If the device has been active for a minimum of six months, then it does not have to be currently active to meet the unlock requirements
o The 6 months active paid service do not have to be consecutive 6 months
Device is designed for use on and is locked to Cricket's network
o Cricket never unlocks the device of another carrier
o BYOD customers with a locked device must return to the original carrier to have the device unlocked
Device is not associated with a fraudulent account
We have provided Ms. with our contact information if she wishes accept our offer to apply the three months refund. 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 DID NOT accept the response from the business.)
I have purchased 2 cell phones from them and have only asked for 1 of them to be unlocked. As I have explained to them .In tge past, no one at cricket wireless dealer told me about my phones that I was purchasing could not be unlocked untill after 6 months. Cricket wireless also don't want to take responsibility for it not being printed in any of their paperwork or booklets that comes with the phones. With not having much internet service how can one look up on line for the information if the purchaser (in this case Me) is unaware the phone is locked untill its to late. I am out well over $400.00 with 2 phones different makes and models same issues and 3 months of service on one phone and 1 month on the other. I want my phone unlocked and my money back for the months paid for the limitid service which was to be unlimited.
My cell phone was not accepting an sd card and I needed more memory and storage, so I went to my local cricket store and they tried to install an sd card several times with several different cards that worked in other phones and they would not format.Since the device was STILL UNDER WARRANTY the rep recommended I send it for repair which I did on December XX XXXX. The Alcatel repair center in texas received the device on December 26. It was dertermined that the phone needed a new mother board and since one was not on hand they were ordering one from china. Repairs are to be completed in 10-15 business days!It's been over 2 MONTHS and still no phone. In talking with the international rep for Alcatel *** // TCL CONTACT CENTER SUPERVISOR // USA / CA / APAC / LATAM Technical Support TeamEmail: ***@alcatel-mobile.com he continues to say that he's ecalating the case but with NO results.I feel it's been TOO long and alcatel should provide a NEW PHONE of the latest model for all the inconvenience it has caused!I called cricket wireless last evening and talked with a supervisor whose solution was for me to buy a new phone COMPLETELY UNACCEPTABLE!!!I feel at this point I should receive a brand new phone or a voucher to purchase a new phone! I've called every week for 2 months with the same result NO PHONE!to me it's ridiculous that the only way customer service has to contact the repair center is by email and customers have no other way to get information or express their complaints!ALSO, at least 3 times a supervisor was supposed to call me back but never did. I'm very disgusted and frustrated with this whole process!!!
Account_Number: XXX-XXX-XXXX
Other (requires explanation) A brand NEW phone of the newest model with more memory and an sd card slot that not only works but has an sd card installed!
March 9, 2018
Revdex.com
Online Complaint
Re: ***
Complaint ID: XXXXXXXX
Dear Sir/Madam,
This correspondence is in reference to a complaint filed by Mr. ***. In the complaint, Mr. details many negative experiences with Cricket Wireless' Customer Service. He explains that because his device was sent directly to Alcatel, the Cricket Representatives refused to assist him further and instead advised him to purchase a new device. Mr. wants the phone replaced by the newest model with more memory and an SD card installed.
On March 9, 2018 Cricket Corporate Manager, Damaris reached out to Mr. to properly investigate Mr. claim. He explained that since filing the complaint Alcatel has returned his device. The complaint was primarily concerning Alcatel's delay in returning his device.
Cricket Wireless is a wireless service provider and we do not manufacture the devices. All of our new devices carry a one year manufacturer's warranty. For valid warranty exchanges, the Returns Center at *** (XXX-XXXX) will ship an identical or similar replacement model, which may be a new or reconditioned (like-new) device. Cricket does not repair defective devices. All warranty options are found online at https://www.cricketwireless.com/support/orders-and-activations/warranty/customer/warranty.html.
During our conversation with Mr. explained that he was frustrated with Cricket's lack of empathy and has made recommendations that will be taken into consideration.
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
I asked Cricket to disconnect a phone line at end of billing cycle? They disconnected it immediately and would not correct their mistake without chg.
I wanted extra line turned off at end of billing cycle and requested them to do so. Clerk disconnected immediately. When I asked them to correct mistake they wanted to charge me. They do not go back to listen to call only look at notes clerk took. Clerk just typed I cancelled. I wanted left on for last minute communications.
I want the two weeks back I paid for.
March 6, 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 called and stated that she wanted her 5th line canceled on a specific date. She stated that she was disappointed that the line was canceled immediately.
Ms. was contacted by telephone on 3-6-2018. She stated that she was unsure when she wanted to cancel her line. It was advised that she needs to call before her Cricket due date of 3-12-2018, to decide how she wants to proceed with the cancellation of her line. She stated that she did want her line reactivated in the meantime. Per her request the line was reactivated, because we value her as a long-term customer. Ms. was pleased with the solution.
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
This COMPANY CRICKET WIRELESS WARRENTY HORRIBLE. CUSTOMER SERVICE REPRESENTATIVE AT THEIR WARRANITY DEPARTMENT. I SPOKE TO ONE REP NAME ELISE AND WHEN I BEGIN TO REQUEST DATES INFORMATION SHE WAS GETTING SMART RUDE PLACE ME ON HOLD THEN TRANSFERRED ME TO CUSTOMER SERVICE WHICH IS NOT HELPFUL AT ALL. THEY DONT WANT TO DO THEIR JOB. NEXT REPRESENTATIVE DIONE I ASK FOR A MANAGER SHE SAID THEY DONT HAVE A MANAGER I EXPLAINED I HAVE WORKED AT A CALL CENTER AND THERE ARE MANAGERS THERE TO ASSIST WITH ESCALATED CALLS. SHE PLACED ME ON HOLD AND DISCONNECTED THE CALL. THE ISSUE. I BOUGHT A PHONE THAT COST OVER 200 DOLLARS AND THE PHONE CRASHED AND I CALLED THE WARRENTY COMPANY BECAUSE I HAD THE PHONE LESS THAN 2 WEEKS AND THE PHONE CRASHES. I SENT IT INTO WARRENTY THE SEND ME A REFURBISH PHONE NOT A NEW ONE. SO I GET THIS REFURBISHED PHONE TAKE IT TO CRICKET STORE WHO WAS GOING TO SET THE REFURBISHED PHONE THAT WAS STILL IN THR BOX UP FOR ME AFTER 45 MINS WAITING FOR PHONE TO TURN ON IT DOESNT. IT WONT EVEN CHARGE. SO I CALL WARRENTY AGAIN THEY SEND ME A RETURN LABEL AGAIN. AND NOW THEY STATE ITS WATER DANAGE. WAIT WHAT? YOUR WARRANTY COMPANY SEND ME OUT ANOTHER REFURBISHED PHONE THAT WONT TURN ON NOR WILL IT CHARGE AND IT CAME STRAIGHT OUT OF THE BOXAND YOU WON'T REPLACE IT? CAN I SEE THE CAMERA FOOTAGE WHEN THE TECH WHO SRNT OUT THR PHONE TO ME AND THE CAMERA FOOTAGE WHEN THE TECH REVIEWS THE PHONE I JUST SENT BACK THAT YOUR WARRANTY COMPANY STATED IT HAS,WATER DAMAGE. I KNOW YOU HAVE CAMERAS. AND I PAY THE INSUANCE EVERY MONTH AND HAVE BEEN LOYAL AND THIS IS HOW I AM BEING TREATED. I SPOKE TO THE LAST REPRESENTATIVE WANDA WHO DIDN'T WANT TO GIVE MY INFORMATION. BUT I HAVE BEEN DEALING WITH THIS SINCE 10/17/2017 WHENY PHONE CRASHED. ....THEY ASK FOR RA# XXXXXXXX AND RA XXXXXXXX.DATED10/17/2017, 12/2017, 1/20/3018/, 2/11/18, 2/28/18..UNABLE TO SPEAK TO ANY MANAGER...THIS COMPANY IS A SCAM AND SHOULD BE INVESTIGATED.I FEEL TAKEN ADVANTAGE OF AN MISHANDLED BY SOMEONE ELSE MISTAKE.
Product_Or_Service: Other //67.oo unlimited
Account_Number: XXX-XXX-XXXX
Other (requires explanation) My new phone Zte Max and credited a month of service and your customer service representative at the warranty company need to be atleas suspended or a retrained and management listening to the calls to be there to take tge,escalated call. Thisis horrible.
March 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, Ms. states that she had went through Cricket Warranty exchange and was upset that her device did not qualify to be exchanged and was returned to her.
Cricket understands that a customer's service is an important part of their lives. Ms. account was thoroughly researched, by Cricket Wireless manager *** Through email correspondence on 3-13-2018, the Cricket Warranty criteria was kindly explained to Ms., and it was explained why her phone did not qualify for the exchange.
Ms. stated that she did disagree with the determination. For resolution, Ms. was offered a $20 credit which she accepted. It was emphasized to Ms. that we do infact appreciate her as a customer.
We thank Ms. for her communication.
Regards,
Cricket Wireless
Customer Corporate Relations
575 Morosgo Dr. NE
Atlanta, GA XXXXX
I was given the run around for over an hour when I went to cancel a line. Because of the service I wanted to cancel altogether but it gets way worse
First of all the store in which the problem occured was in Loveland CO on Denver ave. I went in to inquire about dropping a line from my still active account, leaving one line on the account. I was told that I have to call the cricket customer service number which to no avail, after multiple attempts I was still without an answer to why I cant cancel a line. After the employee called her manager and asked him about the problem, he just told her to have me call the number and that he is "to busy to deal with it." I told her my frustrations about why she couldnt help me and she told me that she was not even supposed to be there alone.After I tried yet again I asked her if I could speak with him over the phone. She called him back and said that I wanted to talk to him. I could hear him say that he was to busy yet again and that he didnt have the time. She stressed to him that I was upset and finally after coaxing the manager into talking to me, the poor clueless employee handed me the phone. The manager just repeated the prior message to try the 1-800 number and said that I just have to keep messing around with it until I figure it out. There is nothing to figure out. I was prompted to pay my bill which was not due yet once before even reaching the main menu and once more being asked if I would like to make a payment. Every time I attempted this to no avail I was never offered the option to remove a line. I went home and went on the cricket website and a technician was able to remove the line in a few minutes. I asked about unlocking the remaining phone on the account so I can use a straight talk card instead because I was sick of the run around. The technician took the phones number and told me that because the service wasnt active for 6 months of service I was out of luck. So tell me why I am supposed to pay for a service I dont want so I can eventually purchase a reliable phone plan for the phone. This is designed to run people in a circle and I find it hard to believe this is legal
All i want is for my phone to be able to be unlocked now so i dont have to give my money to a company who's management treated me very poorly.
January 26, 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 went into a Cricket Authorized Retailer asking to drop one of the lines on his account. He spoke to a sales advocate and the store manager and they both advised him that they were unable to help him with his request, and he needed to call Cricket's customer service for further assistance. He was able to chat with a Cricket agent and received assistance with his request. Mr. felt he was given the run around by that Authorized Retail location and requested to have the remaining phone on the account unlocked so he could port out to another carrier. The chat agent advised that his device did not meet the unlock requirements due to the service not being active for at least 6 months. He is asking that we assist him in unlocking the remaining phone on the account.
We immediately provided Mr. store complaint to the Authorized Retailer's District Manager to further investigate and provide coaching as needed.
Cricket accessed Mr. account, and found that the line in question was activated on his account on January 05, 2018. He then requested via chat to have that line unlocked on March 04, 2018. The device will be eligible to be unlock after July 06, 2018.
Please note that Cricket will provide the unlock code upon request, provided Cricket has the unlock code or can reasonably obtain it from the manufacturer, and you have met the following unlocking requirements:
The device you want to unlock has been active for at least six (6) months of paid service.
The device is designed for use on and is locked to Cricket's network.
The device has not been reported lost or stolen.
The device is not associated with a fraudulent account.
You can find this information at: https://www.cricketwireless.com/legal-info/device-unlock-policy.html. Per our records the device in question does not meet the requirement.
We contacted Mr. through email as this is his preferred method of communication. We advised him on the aforementioned. We regret we are not able to help with his request. He replied back stating that he will continue to pay his bill until the device meets the requirements.
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 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
/EI
(The consumer indicated he/she DID NOT accept the response from the business.)
It is extremely sad that I was treated poorly by management and being given the run around on multiple occasions all I am asking for is for an early unlock on my phone. If cricket was so concerned with customer satisfaction I'm sure something could be done about this. But this would mean losing an account and cricket can't have that now can they. Well they lost way now business than they think because word of mouth is powerful and I plan to advise every living soul I encounter against cricket for the rest of my life. I will also never return as a customer after this last 3 months of service.
Purchased phone on 03-01-18. Took home to charge and set up. Went to work and noticed a crack in the bottom of the screen. Took phone back to store and was told they would not honor their deal on the protectant there employee sold me. Expect me to pay an additional 75 dollars after I just spent 160 dollars getting the accpunt set up. I have been cheated with a damaged phone and a supposed liquid glass protectant that the clerk said would cover up to 150 dollars in deductable if anything happened to the phone. Clerks name was *** and there was another customer there when she said it who was upgradeing her phone.
Product_Or_Service: LG /X charge/55UNL
Account_Number: XXX-XXX-XXXX
Other (requires explanation) Give me a phone that is not damaged and take the damaged one back.
March 8, 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 1, 2018 he purchased a cell phone and a liquid glass screen protector at a Cricket's Authorized Retailer. After leaving the Authorized Retailer, he went to work and noticed a cracked at the bottom of the screen. He took the phone back to the store but the store advocate would not honor the deal that came with the screen protector. He states that the sales advocate told him that the screen protector would cover up to $150 in damages at the time of purchase. Mr. is asking that Cricket gives him a new cell phone that has not scree damage.
We researched Mr. account and found that the device is enrolled on mobile insurance. To Obtain Service Mr. needs to call Asurion at X-XXX-XXX-XXXX or visit www.phoneclaim.com/cricket. For more details on Cricket *rotect visit: https://www. cricketwireless.com/support/plans-and-features/cricket-protect-device-insurance/ customer/ cricket-protect.html.
We contacted Mr. and advised on the aforementioned. He feels Cricket should give him a new cell phone and take the damaged one back, because the screen protector was supposed to cover up to $150 in damages. We advised that he would have to contact the screen protector's customer support and submit a claim. We regret we are not able to assist with Mr. request.
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 DID NOT accept the response from the business.)
I am not going to *ay an additional 75 dollars for something that should be replaced for free. I expect Cricket Wireless to replace the damaged phone immediately.
Fradulent Charges
I paid for my services on 02/14/2018 in the amount of $60 for 02/15/XXXX-XX/14/2018. I paid for an additional service of $10 for 1GB of data for my service. They gave me the data, but did not process the payment. As a result my service was suspended, and WITHOUT MY CONSENT, changed my bill due date to 03/03/2018 and are forcing me to pay an additional $46 dollars to restore services. Due to the error on their behalf, I could not get ahold of my job for a bus breakdown. I had 56 young adults on my coach, and had to flag someone down on the freeway just so I could call my job to let them know I was broke down, risking my life as well as the lives of the young adults I was in charge of. I contacted cricket multiple times to settle this, and they refuse, and hung up on me multiple times.
I am seeking the refund of the $10 of my added on services, my bill date to be changed back to the 14th of every month, and my services to be restored.
March 13, 2018
Revdex.com
Online Complaint
Re: ***
Complaint ID: XXXXXXXX
Dear Sir/Madam,
This correspondence is in reference to a complaint filed by Mr. ***. In the complaint, Mr. explains that he paid $10 for 1GB of additional data which he received but Cricket Wireless failed to process the payment. As a result his services were suspended and required an additional $46 payment for reinstatement. Mr. would like for Cricket Wireless to refund him $10 and his bill date to be changed back to the 14th of each month.
Cricket Wireless Corporate Manager, *** reviewed Mr. complaint. A prepayment of all features is required in order to avoid suspension. If the feature is added before the billing cycle's end date, the following month the charge will appear automatically. The charge is not prorated. For the best value Cricket recommends adding Mobile Hotspot at the start of a new billing cycle. Mr. made the payment and added features online but failed to prepay.
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. Our service payments, device and accessory refund policies can also be found online at: https://www.cricketwireless.com/support/orders-and-activations/returns-and-exchanges/customer/returns-and-exchanges.html and at www.cricketwireless.com/terms.
We attempted to reach Mr. on March 8, and March 9, 2018 to discuss his complaint further.
Unfortunately, Mr. is no longer a Cricket Wireless customer.
We thank Mr. for his communication.
Regards,
Cricket Wireless
Customer Corporate Relations
575 Morosgo Dr. NE
Atlanta, GA XXXXX
Hi my name is *** I'm complaining Becaus I have ordered two galaxy s8 that are being advertised 4 times and every time I order them cricket wireless cancels my order all they can tell me is that maybe their out of stock or that my credit card info don't match ,I talked to my bank and they said there's no blocks on my card ,I don't understand why is so difficult to order some phones before my plan ends with metro PCs ,I feel that it's false advertising what cricket wireless is doing , when I called customer service I asked to talk to supervisor *** said the supervisor wasn't available but when I asked for their employee id than she passed *** the supervisor no one could help me or tell me exactly what's the reason my order is being cancelled after it was already approved .... please help me with my order.
Product_Or_Service: Samsung /Galaxy s8/Line switch, phone promotion ga
Account_Number: XXX-XXX-XXXX
Other (requires explanation) Help me phones service before my due date with Metro pcs March 6, thank you for reading this.... I have tried buying the phones 4 times in willing to try a 5th time... And I do have money in my account I already talked to back off America my account is perfect to make purchases online except with cricket wireless :(
March 8, 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 she placed an online order via cricketwireless.com. Mr. was disappointed that his order was canceled.
We contacted Mr. and explained that the order was cancelled/intercepted due to inconsistent data and we wanted to protect the customer from potential fraudsters. There was inconsistent data between the phone, address, and name. Mr. states that he decided to stay with his current provider. We advised Mr. should he change his mind he can contact *** directly at XXX-XXX-XXXX, so that we can assist him with his future online order.
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 her communication and trust that this explanation properly addresses her concern.
Regards,
Cricket Wireless, Customer Support
575 Morosgo Dr., NE
Atlanta, GA 30324