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 joined cricket wireless on January 15th. The phone I received is for my husband and we have had NOTHING but problems with it since a few days after getting the phone. The phone randomly drops calls, the person on the other end can only hear every other word, if that and it just doesn't work. We have both been into the local store twice and they refuse to help us, giving us a number to call for their warranty team. Upon talking to the warranty team their computers have gone down, and they tell us there isn't anything they can do either except if we send in his phone and then they will send a replacement. It could be up to two days, maybe more the rate this has been going, that my husband would be without a phone. My husband takes call for the hospital and is unable to be without a phone for any period of time. The warranty team also gave my husband the number for the maker of the phone, LG, and told him to take up the issue with them! I reached out to cricket corporate via Facebook messenger and was told that they will take care of the issue. They asked for all of the information, including my email, and told me that they would send me an email regarding this issue and a return label. I have yet to receive anything from them. Yes I have checked my junk mail. I just don't understand why we can't take the defective phone to the local store and get a replacement. I am beyond frustrated and not happy at all with the way this company has treated me and my husband as customers. Their process and customer service is not good.
Product_Or_Service: LG //Unlimited
Account_Number: XXX-XXX-XXXX
Other (requires explanation) I just want the defective phone replaced/exchanged and can't be without a phone for any amount of time.
February 9, 2018
Revdex.com
Online Complaint
Complaint No:
Re: ***
Dear Sir/Madam,
This correspondence is in reference to a complaint filed by ***. In this complaint, Ms. started to experience issues with his device just days after purchase. Ms. contacted warranty to file a warranty claim for a replacement device, and one of the attempts she was advised that their computers were down. After being advised of the warranty options Ms. was not happy with her husband having to be without a phone or paying an upfront fee for a replacement after just purchasing the device.
We contacted Ms. directly, and we have come to an amicable agreement to send her a replacement device over night. We have shipped the replacement device, the order number isXXXXXXXXX and the UPS tracking number is 1Z884ARXXXXXXXXXXX.
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
My complaint is regarding their payment practices. Cricket Wireless has a 30-day plan. I am a disabled veteran of the United States Army around the end of the month or the first of the next month. Everytime I try to make a payment around midnight their automated system tells me that I am not allowed to make a payment on my telephone number. Even when I get paid early it denies me access to make a payment on my plan. After a couple of hours into the morning of the next day, it allows me to make a payment on my plan but then charges me late fees. So not only is their computer system setup to not allow me to make a payment in order to force me into paying late fees each and every month.
Product_Or_Service: Other /ZTE blade X Max/Unlimited Data, Text & Call
Account_Number: XXX-XXX-XXXX
Other (requires explanation) The late fees are only a couple of dollars each and every month. So it's no real big deal trying to get a refund on it. What I would like to know is why their automated system is setup to deny their users the ability to pay while forcing disabled veterans into paying late fees that they should not have to. I believe that this is a fraudulent business practice that needs to be investigated.
February 13, 2018
Revdex.com
Online Complaint
Complaint No: XXXXXXXX
Re: ***
Dear Sir/Madam,
This correspondence is in reference to a complaint filed by Mr. ***. In this complaint, Mr. states that he believes cricket may intentionally charge late fees. He has requested an explanation on the billing/payment procedure.
We have attempted to contact Mr. via e-mail and telephone on February 7, 9, and 12, 2018, to discuss his complaint but were unsuccessful.
Cricket Wireless does not deliberately charge late/reactivation fees unless the customers' account is suspended. If a payment is made past the due date, the new due date will change, and if payment is not made within one day of the due date, a reactivation fee will apply. A monthly service period typically begins on the day the customer activates (which counts as the first day) and runs until 11:59 pm CT on the last day.
We have provided Mr. with our contact information in the case he has additional questions or concerns. 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
We moved out of the country on January 9, 2018. I called Cricket that morning and spoke to an account representative who gave me the SIM card unlock code. I also told that person to cancel my plan, and she said she put settings on my account in the system to cancel my plan at the end of the billing cycle, and that the autobill was turned off. WELL. I saw a monthly payment pending on my credit card, and so I contacted Cricket. I have not had access to their services or my old phone number since I left the country on Janaury 9th, so I technically paid for more than half a month for nothing. The first representative I spoke with said that she could not stop my payment for February, but she could set my plan to auto-terminate on 2/1/2018, thereby avoiding any services in February. My online session with that representative was terminated, so the 2nd representative I spoke with then said he could NOT terminate my plan until the end of February. It's as if there were some system note on my account so that the 2nd rep I spoke with could not execute the help I wanted from the first rep. So now, the company is giving me no recourse to get any money back. Essentially Cricket has STOLEN $42 (February), plus the additional 3 weeks' services in January that I paid for on January 1 without getting to use while in another country.
Product_Or_Service: Samsung /Galaxy Amp/Anytime Minutes National Only
Account_Number: XXX-XXX-XXXX
Other (requires explanation) I would like February's service bill to be refunded to my account, because I have no service with Cricket while I'm overseas.
February 13, 2018
Revdex.com
Online Complaint
Complaint No: XXXXXXXX
Re: ***
Dear Sir/Madam,
This correspondence is in reference to a complaint filed by ***. Ms. states that she requested to cancel her account prior to her due date. Ms. also requested her unlock code for her device. Ms. was given the unlock code and was told her account would be set for cancellation after the billing cycle. After the current billing cycle, Ms. was charged for the next month. Ms. is requesting a refund for the unused month that should've been canceled.
After researching the account, we have provided a refund to Ms. credit card. The funds should be processed within 2-3 business days. Should Ms. have any future concerns, please contact *** at *** If we are unable to answer, please leave a voicemail and we will respond accordingly. Our office hours are Monday- Friday, 9a-6pEST.
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 ordered 2 phones and prepaid for 1 month of service with Cricket. When we got the phones on Monday, we discovered that we have absolutely not service at our house. The only way we can call or receive calls is with the wifi calling. When we go outside in the yard, we cannot receive or make calls at all. I had to switch our service to Verizon last night so we have usable mobile phone service. We had no way of knowing that the Cricket service would not work at our house until we tried it -- now they will not refund the $80 that we prepaid. We should be refunded for a service we cannot use. We are returning the phones for a refund but we also should be refunded for the $80.00 service amount.
Product_Or_Service: LG //Unlimited 2 for 2
Account_Number:
Other (requires explanation) We would like a refund of $80 for the monthly service that we prepaid but cannot use.
February 5, 2018
Revdex.com
Online Complaint
Complaint No: ***
Re: ***
Dear Sir/Madam,
This correspondence is in reference to a complaint filed by ***. In this complaint, Ms. states she activated service however unfortunately service did not work in her house.
First it was discussed with Ms. Coverage and data speeds can vary depending change depending on a number of factors.
As per our Terms and Conditions: "Services may be interrupted, delayed, or otherwise limited for a variety of reasons, including environmental conditions, unavailability of radio frequency channels, system capacity and constraints, priority access by National Security and Emergency Preparedness personnel in the event of a disaster or emergency, coordination with other systems, equipment modifications and repairs, and problems with the facilities of interconnecting carriers. We do not guarantee the availability of the wireless network or any Wireless Services. You will not have access to our network outside of our coverage areas.
Coverage maps, available on our website or in store, show a high-level approximation of wireless coverage and there are gaps in coverage not shown by this approximation; actual coverage may vary and be affected by terrain, weather, foliage, buildings, signal strength, high-usage periods, customer equipment and other factors." Additional information can be found online at www.cricketwireless.com/terms.
Ms. was contacted by phone on 02-05-2018 by telephone. Her experience was discussed. Ms. was refunded for $80.00 for service, non-withstanding Cricket's Terms & Conditions. This will be refunded to her credit card. We ask Ms. to understand that refund times may vary according to the 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
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you so much for the refund! This totally changes my views of your service and I sincerely appreciate you understanding our situation. There has to be exceptions to every policy sometimes and it is very nice that you made one this time. We absolutely had no idea that your service would not work at our house until we tried it. Thank you!
Just changed service from ***. However, It looks like I may just switch back. --- According to your website here: https://www.cricketwireless.com/cell-phone-plans --- it says this: Mobile Hotspot: Can share monthly plan's high-speed data allowance among multiple devices. "For the Unlimited plan and Cricket Unlimited 2 plan, you have 8 GB of Mobile Hotspot data usage per month; after 8 GB of usage, Mobile Hotspot data usage slowed to max of 128 Kbps for the rest of bill cycle."" --- Glen *** --- *** Drive, NE Atlanta Georgia 30324 - - - Why do say that unlimited 2 HAS 8 gb to use, when if fact I don't? ---- Your reps thought it is appropriate to say that you have the service with my plan when you don't. I hate lies and hate fraudulent companies. Well over an hour dealing with this issue and nobody at your company shows any interest or thought to add in "costs extra" or similar as to end the fraud.
I purchased a phone from a authorized ATT dealer a few days ago. I was told that since it was the last phone in stock I cannot return it. I was also told im paying full price for the phone and it would be unlocked after I put my cricket sim in. With my cricket sim working in the phone I fully believed it was unlocked. I later called apple support and was told it was locked.I was told that ATT phones need to be unlocked before I can use the phone. Im using the phone just fine on cricket. I have never had att coverage. I have submitted 2 request with ATT and got denied twice . This is stupid since you contract these people to sell phones and to set the proper expectations. Now I need to get att service for 6 months before I can use my phone out of the country. This is nonsense I am a disabled veteran that can't visit my sick relative over seas and use my phone. I will contact the FCC if not resolved . Your sim was never in the phone. Please unlock Device
Product_Or_Service: Apple /iphone se/none
Account_Number: XXX-XXX-XXXX
Other (Requires Explaination) i want a unlock
February 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 that he purchased an AT&T unlocked iPhone from an AT&T authorized dealer, and he was advised the device was unlocked. Mr. states that he is now being advised that the device will need to be unlocked by AT&T.
Mr. has active service with Cricket so his complaint was directed to Cricket. We were able to reach out to AT&T for assistance with unlocking the device. The request to unlock the device has been processed. Now that we have completed the unlock process, we ask Mr. to complete the unlock process by tethering the device in iTunes with the new carrier's SIM card inserted. For more information customer can go through this link: http://support.apple.com/kb/ht5014.
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
I have a number with cricket.. I do not owe them money they told me I can port my number out they gave me my account number and now I cannt port the number out they dont let me.. that is my number and I dont owe them anything
Product_Or_Service: Samsung /samsung s6/prepaid
Account_Number: XXX-XXX-XXXX
Other (requires explanation) i want to be able to port my number out to tmobile.. just like they told me and now i am not able to
February 8, 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 wanted to port out and Cricket Wireless did not allow him to do so.
*** Corporate Escalation Manager, spoke with Mr. on February 1, 2018 and explained that his port out request was denied because his account was canceled for non-payment of prepaid services. His last payment was on November 03, 2017.
Acceptance of 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.
Per the Terms and Conditions at www.cricketwireless.com/terms under the Payments and Account Balance heading the following information is outlined: The availability of Services depends upon your payment in advance of all Charges when they are due. If you fail to make payments when due, the Services will be suspended and/or cancelled. By making a payment you will have access to Services for a limited amount of time and you must use the Services during the designated period of time; If your account is deactivated for nonpayment it will be placed in suspend mode for 60 days. If your account is not replenished before the end of the 60 day suspend period, it will be cancelled. 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.
As an exception, we reactivated Mr. number without a payment of service and/or fees in order for him to port out to a different wireless carrier. Mr. will have 24 hours to do so before the number is canceled and recycled.
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.)
Yes the number did port over. And I thank her for all her help in doing so but I spoke with
*** the provider that I transferred over
To, they told me there was an issue with the port it didn't completely port over that's why I cannot receive calls but I can make them.. they are working on completing it with cricket wireless till then I'm unsure of how it will work... I really just want to be able to make and receive calls like normal and be happy
February 15, 2018
Revdex.com
Online Complaint
Re: ***
Complaint ID: XXXXXXXX
Dear Sir/Madam,
This correspondence is in reference to a rebuttal to our response to a complaint filed by Mr. ***. In the complaint, Mr. explains that he wanted to port out and Cricket Wireless did not allow him to do so.
As a reminder of events taken place, *** Corporate Escalation Manager, spoke with Mr. on February 1, 2018 and explained that his port out request was denied because his account was canceled for non-payment of prepaid services. His last payment was on November 03, 2017. On February 8, 2018, as an exception, we reactivated Mr. number without a payment of service and/or fees in order for him to port out to a different wireless carrier. Mr. had 24 hours to do so before the number was canceled and recycled.
On February 8, 2018, *** along with the Cricket Wireless Porting Managers assisted Mr. in the porting of his number to T Mobile. On that day, we also released the number to T Mobile. On February 13, 2018, upon receipt of the Revdex.com rebuttal, we confirmed with T Mobile that the number is active on their customer, Mr., account.
We thank Mr. for his communication and consider this complaint closed.
Regards,
Cricket Wireless
Customer Corporate Relations
575 Morosgo Dr. NE
Atlanta, GA XXXXX
DATE OF ORIGINAL PURCHASE 1/13/18I purchased a phone for my mom to add her to my plan. The first deception was that there was a newphone free with a new line, the LG FORTUNE. However, as the details go, it has to be a transfer from another service (other than cricket). So the cost of the phone and an activation fee, much more than originally planed, However, there seemed to be a "credit" of $20. Which helped$59 + shipping $7.50 (IOWA)ONce arrived - the phone did not work!! Was not sure if it was the SIM card or the phone, however, mom decided that she would rather stay with the flip-phone style, so she immediately returned it backto me (from IOWA)I had to pay mom's prepaid phone so she could have something to talk on.$10 (for 3 day extension)due to length - this must be read here http://darknesswithinher.blogspot.com/2018/01/cricket-disaster.html
Product_Or_Service: Other /Alcatel One Touch/***
Account_Number: XXX-XXX-XXXX
Other (requires explanation) Read in its entiretyhttp://darknesswithinher.blogspot.com/2018/01/cricket-disaster.html
February 1, 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 states that he purchased a phone for his mom to add her to his Cricket account. His mom lives in a different state so the cell phone had to be mail her. Mr. feels he was misled by the Authorize Retail Store about the LG Fortune being free, as he was charged $59.99 for it. His cell service was suspended the next day due to due to a store error; the store failed to charge him a pending balance while he was at the store and it was deducted from his monthly payment. His mom received the phone, but it would not work. She had to mail it back to Mr. so he could return it to the store. The store could not exchange as it was beyond the 7 day return period. Things got worse when customer service advised his mom that she needed to go the nearest store to test her device with a different SIM card, somehow the store's agent switched her number to Mr. number suspending his line a second time. He went through a lot to get his number restored, including poor customer service. While trying to get his moms phone activated he had to pay $10 for a three day extension 5 times on an alternate device. After three weeks of going to different Authorize Retail locations, and calling customer service, his mom's phone was still not active. She went to an Authorize Retail store one more time and purchased a new device which was activated successfully, but the next day she realize she had no service inside her building. Mr. then switched her to a flip phone hoping it would work inside her building, the flip phone is working properly as of today. Mr. is requesting a $50 credit because of the $10 he paid 5 separate times for his mom's alternate line's extension, a $25 refund for activation fees, and a credit of $37.19 for three weeks of unused service. Mr. is also asking we give kudos to agents *** W and *** P for their exceptional customer service.
We researched Mr. account and confirmed that Mr.' mom's phone was not used for three weeks as it would not work. He also called Cricket Wireless' customer service several times to get issue resolved and reported that the store would not exchange the device for him. We also found that the second LG Fortune purchased at the store on January 29, 2017 was return to the store the next day and the store provided a refund for this device.
Please note that per our Device Returns & Exchanges policy, devices purchased at a Cricket store have a 7-day return policy, beginning on the date of purchase, in which you may return or exchange a qualifying new or reconditioned wireless device purchased at one of our Cricket Stores. The warranty claim coverage period on all wireless devices begins at the end of the 7-day return period. For more information please visit https://www.cricketwireless.com/support/orders-and-activations/returns-and-exchanges/customer/returns-and-exchanges.html.
We contacted Mr. and advised on the aforementioned. We were able to come to an amicable resolution that Mr. was happy with. We also provided the information on agents *** W and *** P to their managers so they can receive accolades on a job well done from Mr.
We apologize to Mr. *** 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
Worst experience ever!! My mom was a new customer to Cricket and purchased a new phone, case, plan and automatic payment withdrawls from Cricket on 12/2/17. Her payment for Jan. was deducted from her account on 1/2/18. On 1/26/18 my daughter tried calling her grandmother and some guy answered and told her she had the wrong number. Come to find out her phone was disconnect and her phone number was given to another customer at Metro PCS! Last time I checked Cricket and Metro PCS are two different businesses. When asked how did that happen I was told they didn't know. I called Cricket customer service and was told by a manager *** that there was nothing they could do.My mom asked if they could take the lock off the phone so she can go with another cell phone provider they told her no. I asked if she could get another number and I was told yes but she would have to pay for another month. So to sum it all up She spent over 200.00 with Cricket only to get her information stolen and sold to someone else and now has a phone she can't use!!
Product_Or_Service: Samsung //
Account_Number:
Other (requires explanation) She would like a refund, or a new cell phone number at no charge, and an explanation.
February 1, 2018
Revdex.com
Online Complaint
Complaint No: ***
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 ordered a line of service with Cricket Wireless for her mother. The stated the service was working fine and one day she called her mother and a male answered the call. She states the caller advised her that this was his number and his service was with Metro PCS. She called Cricket and found that the number had been ported to Metro from Cricket Wireless.
We reviewed Ms. account and found that the number was no longer associated with a Cricket Wireless account. She wanted to know how someone was able to take over her mother's phone line. We reviewed the account and found that the previous person that had that number went into a Metro PCS store and had the number ported over.
We contacted Ms. to advise her that we could get the number back for her mother but she stated she would rather go to a different provider because she would be concerned with someone calling her mother's line. We unlocked the device so that she could use the device with another provider.
We thank Ms. for her communication and trust that our explanation properly addresses her concerns.
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.
Regards,
Cricket Wireless
Customer Corporate Relations
I recently purchased the unlimited 2 plan with cricket wireless online. I checked my device on their website and purchased another from them for 79.99. They said both were compatible with the plan. When I received them and activated them the hotspot feature would not work. I called the company and they wanted 10$ more per line to have the hotspot feature which is clearly advertised on their website as included. They said "sorry about that misinformation". They offered if I would buy other more expensive devices from them they could do it or pay 10$ more per line and then they would do it. But they refused to honor what they sold me and told me would work. So my order was 179$ and now I have to change company's.
Product_Or_Service: Other //unlimited 2
Account_Number: XXX-XXX-XXXX
Other (requires explanation) Do what you advertised. With the devices your website said would work and you sold me with the plan.
February 7, 2018
Revdex.com
Online Complaint
Complaint No: XXXXXXXX
Re: ***
Dear Sir/Madam,
This correspondence is in reference to a rebuttal filed by Mr.. In this complaint, Mr. states that there were misinformation about the mobile hotspot feature on the Cricket Wireless's website.
We have attempted to contact Mr. via e-mail and telephone on February 1, 2, and 7, 2018, to discuss his complaint but were unsuccessful.
In researching Mr.' complaint, we did not find any misinformation regarding mobile hotspot on Cricket Wireless's website. The website does provide detail information about the mobile hotspot feature being a compatible add-on feature that requires hotspot capable devices.
We have provided Mr. with our contact information in the case he has additional questions or concerns. 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
Authorization to make changes to my account were allowed by my ex who had no right to make changes as I was told by a Cricket representative back in December because I knew she had already tried once and failed. When we broke up I had told her if the line was not paid I would disconnect it entirely. She then agreed to pay me back on Jan.27th 2018. On that same day she was able to access the account change it to a new account without my consent and move over the balance paid for by me on the phone line without my consent. I talked to Cricket to try to get compensation on the 19 days still remaining for the $94 paid for by me for 2 lines. They refused to reimburse me because as long as someone can verify my password and 4 digit pin anyone can do anything to my account which to me is not right after they claimed noone except for me could make changes regardless of whoever tried to access the account. They refused to acknowledge or even looking into the previous conversation which as they always claim when you call is being recorded. I have had many many problems with their services and policies as they send you in circles of paying but then change the policies once you pay. I had been trying for almost a yr to get a replacement phone since the phone I was sold had internal problems. A cricket employee made clear to me to call and tell them it is a phone issue and therefore Cricket has to replace it free of charge and to this day they refuse to replace it.
Product_Or_Service: LG /Zte976/Unlimited 2 lines + insurance $94
Account_Number: XXX-XXX-XXXX
Other (requires explanation) At this point I would like to be refunded by Cricket wireless for the remaining 19 days of line ending in 6289 that I paid for, 1 free month of service for false assurance from Cricket wireless, also my replacement phone at no cost due to it was on Cricket for the faulty phone it sold me.
February 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, Mr. states that Cricket allowed his ex-girlfriend to access his account and make changes without his authorization. He states that she was able to move her line to a new account, and the payment he made was transferred to her new account as well. Mr. also states he has attempted to file a warranty claim for his defective device on several occasions and has been unsuccessful.
We contacted Mr. and advised him that the only way to prevent anyone from accessing his account is by changing the PIN/security question/answer on his account. We explained that anyone who has his account PIN can make changes on his account. We assisted Mr. with changing his PIN and security question/answer on his account. We also issued Mr. a credit equivalent to a month of service for the inconvenience. We have also sent a replacement device to Mr. since the device he has is not functioning properly.
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
On Wednesday evening at approx. 1100pm I left my phone at the El Con Center WalMart . Approx 2 minutes later I realized my phone was missing.I immediately returned to the store. The clerk at that station seen me and said I gave your phone to*** the asst manager*** had disappeared along with my phone. I waited over an hour but no one could find***.I returned to my home and called cricket customer service to suspend the service. we found out the next day this person cancelled the service and black listed the phone and number. Ive had the number for years as it is my business, (A-1 Air & Appliance), phone. I was told I could never get the number back . I asked for a supervisor and was told the same thing. I went to a cricket store and explained what happened. The manager sent a message to his dist manager to expedite thing. The following day a message came from him saying my phone was no longer black listed. I called 611 again to see what it would cost to get my number back up and was told it would cost 100's of dollars and insurance. As of the time of this complaint. I still don,t have this straightened out or my number back. So far Ive lost approx 6000.00 dollars due to no calls cause my number is still canceled and this number grows daily.
Product_Or_Service: LG /small/basic unlimited talk and text
Account_Number:
Other (requires explanation) 1st Ide appreciate my number back. 2nd I'de like compensation for monies lost 3rd ide like to know who took my phone and why, also ide like to know how an asst ngr can do this to people and get away with it. i have 4 other phones with crickett and have been on a plan for close to 6 years now. Cricket or ATT NEEDS TO get it together and quit screwing people like this, This has came close to putting me out of business as the losses they have made seem to grow and grow. I explained
February 2, 2018
Revdex.com
Online Complaint
Complaint No: ***
Re: ***
Dear Sir/Madam,
This correspondence is in reference to a rebuttal filed by Mr.. In this complaint, Mr. states that his service was suspended without his authorization. He requested that we re-activate his service.
In researching Mr. complaint, we found that Mr. reported his device lost/stolen, and the device was added the National Blacklist. Once the device is listed on the blacklist, the telephone number gets suspended to avoid any unauthorized usage.
We spoke with Mr. on January 30, 2018 via telephone to discuss his complaint. He informed us that per his request, Cricket Wireless has removed the stolen device from the National Blacklist, and his service was re-activated. He had no further questions or concerns.
We thank Mr. for his communication and trust that this explanation properly addresses his concern.
Regards,
Cricket Wireless, Customer Support
Based on Cricket's policy for unlocking the device, that is clearly outlined on their website it says as follows:Our phones work best on the Cricket network, but we'll provide the unlock code if you meet the following requirements:The device you want to unlock has been active for at least six (6) months of paid service.*The device you want to unlock is designed for use on and is currently locked to Cricket's network.Your device hasn't been reported as lost or stolen.Your device isn't associated with a fraudulent account.*The 6 months paid service requirement does not apply to Cricket devices purchased by Unlimited Plan customers before January 4, 2018.I bought the phone December 2017, so therefore this does not apply to me at all. Not only that, the phone is paid for in full by me. So there is NO reason why it should stay locked. I have to use my phone out of the country soon and unless Cricket plans on paying for my international phone card/sim, I need it unlocked asap! They also started to ignore me as you will see in the chat that I can provide.
Product_Or_Service: Apple /6 Plus/Unlimited
Account_Number:
Other (requires explanation) Unlock my phone!
From: *** (mailto:***)
*)
Sent: Tuesday, January 30, 2018 8:14 AM
To: ***
Subject: Re: Revdex.com Complaint Case# *** (Ref
they must have known I contacted you guys because they resolved the situation
I had a Samsung S5 when the charging port wouldn't charge. On 01/12/18 I went through the insurance Asurion to put in a claim for my phone and was told I would have a deductible of $250.00. On 01/13/18 I then went into the Cricket store located at 3616 S. Hanover Street Baltimore, Maryland 21230 and just purchased a new phone. I brought a Samsung Halo for $139.00. After the guy open the box and put my new sim in the new phone he handed me the phone. I immediately notice that the phone was not working properly. The new phone had some wavy lines going through the phone so I showed the guy and he told me it was because the phone was being activated with the new sim card. The very next day I went back to the store because at this point the phone was fully functional but the lines were still there almost like the phone was trying to blank out or something. The guy told me no that the way that phone is, I said maybe because it's a no name phone it does this but I found it strange. I waited a little more and went back in the store yesterday and was told I had to put a claim in with Asurion. Today I tried to do that but Asurion told me the phone was still under warranty and to call Cricket directly something this guy should have told me immediately. I am now thinking he didn't do that because he knew damn well this phone was defective. I call Cricket warranty department and was told that I would not be getting a new phone because it was pass 7 days however they would send me a refurbish phone. Even after I explained I went back to the store several times. She also informed me that I would be without a phone for 2 days because I would have to take my current phone to a UPS place to verify that the phone has no water or other visible damage and then send in my phone and wait on a replacement. WHAT'?? Why can't I take my phone there and they verify my phone and then Cricket send me a brand new phone since the one I purchased clearly was defective? Why should your customer be without a phone for 2 days?
Product_Or_Service: Samsung /Halo/Cricket Unlimited
Account_Number:
Other (requires explanation) I would like a NEW Samsung Halo me mailed to me or exchanged inside a local store. I paid for a new phone so why would a refurbish phone be a option for me? I am more than happy to take my phone to the UPS place so they can confirm the phone is brand new. There is no damage other than those wavy lines. But I can not be without my phone for 2 days and I should not be. I have had the phone for less than a second when I notice the lines going through the screen and reported it to the salesman.
February 1, 2018
Revdex.com
Online Complaint
Complaint No: ***
Re:***
Dear Sir/Madam,
This correspondence is in reference to a complaint filed by***. In this complaint, Ms. states she purchased a device from Cricket and it began to malfunction the same day. She states after visiting the store and contacting Asurion, she was advised the device could be replaced through a warranty exchange. Ms. was advised she would receive a refurbished device and must send her device in, and that she would be without a device for two days. Ms. is requesting a new replacement be sent to her.
We contacted Ms. and advised her we have submitted a request for a new replacement be shipped. The device is due to be delivered February 1, 2018. Ms. has our contact information should she need any further assistance.
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
I went in to switch my phone over. They did not have the phone I wanted so I was told to come back in when it's ordered and the price would be honored. But before that they tried upselling me to a different phone that didn't even compare to the one I wanted and they knew nothing of the operating system camera pixle nothing. I went back in today they had the phone I wanted for 50 dollars more this time and refused to honor the old price and accused me of lying about it. They would not give me any contact info for a manager nor for corporate offices. The whole experience was disgusting and rude.
Account_Number:
Other (requires explanation) I want the phone I originally asked for at the original price of 29.99
January 31, 2018
Revdex.com
Online Complaint
Re:***
Revdex.com Complaint ID: ***
Dear Sir/Madam,
This correspondence is in reference to a complaint filed by Ms.. When she attempted to port her number to Cricket Wireless, the store was out of stock. Ms. states that she was promised she could get the device at the sale price once the store received more of them. Upon her return to the Cricket Authorized Retailer they refused to honor the price. Ms. would like the same device that she was offered at the sale price of $29.99.
On January 26, 2018 Cricket Corporate Manager, *** reached out to Ms. and to our local management team in order to properly investigate Ms. claim.
To date, Ms. has not responded to ***' call.
The Authorized Retail team agreed to speak with Ms. and they did so on January 16, 2018. The retailer explained that Ms. Ashley had a 2-week span that had passed between the time the offer was made and her return. Due to the overwhelming response, many of the Cricket Authorized locations and our Cricket website sold out of available inventory for many of our devices. In this case, the promotional period had ended and unfortunately the limited stock was not replenished during the sale-period. All promotions and prices are subject to an expiration date and limited to supply as part of Cricket Wireless' Terms and Conditions. We ask that Ms. please review our Terms and Conditions at ***s.
The Authorized Retailer has also taken this opportunity to enhance the training of their representatives and provide an end date when making a special offer. Cricket Wireless does not provide rain checks.
The Authorized Retailer and Ms. have come to an agreement and per the feedback received from the Authorized Retailer all is well.
Cricket Wireless apologizes to Ms. for any inconvenience or poor service she felt she received. Cricket strives to provide excellent service and we regret when that high standard is not met.
We thank Ms. for her communication and trust that this explanation properly addresses her complaint.
Regards,
Cricket Wireless
Customer Corporate Relations
I called them to ask for a one day extension on my bill telling them that I only had .61 in my account and could give them that and even 3.00 on another card just to do the bridge pay to keep my cell phone on until thursday morning when I got paid. I have an epileptic daughter and a sickly son that I have to have my phones on for and they told me sorry and keep trying to lower the price and I told them I only had 3.61. I have never done bussiness with a cell company that wouldn't give me not even a day or two.
Product_Or_Service: Samsung /Amp 2/
Account_Number:
Other (requires explanation) Just to keep my phone on until thursday morning and i will even pay the late fee.
January 30, 2017
Revdex.com
Online Complaint
Complaint No: ***
Re: ***
Dear Sir/Madam,
This correspondence is in reference to a complaint filed by ***. In this complaint, Ms. states she requested an extension to pay her bill due to lack of funds. Ms. was offered Bridge Pay by a Cricket agent, but she was unable to make the initial payment. After several attempts to lower the price for Ms. to help remedy situation, she was still unable to pay, resulting in her account being suspended. She is upset that Cricket Wireless was unable to extend her service for 2 days.
We contacted Ms. via phone on 1/30. Ms. states the agent attempted to put her on bridge pay, but she was still unable to make the initial payment. Bridge Pay is great for our customers when they can't make a full payment but don't want to be without service as it allows them to break their monthly fee into two easy payments. Customers can see their Bridge Pay status on the MyCricket app and My Account online, and they'll receive a payment reminder via text message. Ms. feels Cricket did not go above and beyond to satisfy her. She declined Bridge pay and for this reason, we are unable to provide additional assistance. Ms. account was suspended. Per out terms and conditions, once the account is suspended, the full monthly payment plus the reactivation fee is required to restore service. Ms. requests a credit for the reactivation. For the aforementioned reason, we are unable to provide a credit at this time. Ms. has been advised. Should she have any future concerns, please contact *** at ***. If we are unable to answer, please leave a voicemail and we will respond accordingly. Our office hours are Monday- Friday, 9a-6pEST.
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
Through the Cricket online store, I purchased (3) phones for my triplets to use along with the unlimited wireless plan for each which totaled $184.92. When the phones arrived by mail a few days later, I used the enclosed instructions to activate them. All three LG phones functioned fine, but would not complete the activation. I used the "Chat" option via the Cricket webpage and asked the representative for help getting them set up. After roughly 45 minutes, they were not able to complete the activation so they created a "Ticket" for all the phones. After a few days with no word from the company I started another "Chat" to inquire about them. After another very long wait, the rep was still unable to get them set up so they created another "Ticket". Another few days passes by with no word from them once again, so I called the customer service line and after being placed on hold multiple times, the representative stated that they were not able to get the phones to work. I then asked for a full return of costs (phones+plan) so they transferred me. The lady I spoke to created "Buyers Remorse" RA numbers and stated that my money would be credited. I sent the phones back and about a week later I received a credit for the phones only. I called back and the representative kept putting me on hold and asking her "Supervisor" what to do. She finally stated that company will not return my money for the plan and I was out of luck. This is amazing to me that your company will not refund me for a plan that was never used, as the phones were never able to be completely activated.
Product_Or_Service: LG /Fortune/Unlimited
Account_Number:
Other (requires explanation) I want the cost of the unused plans ($90.00) refunded to me. I am more then happy to supply you with my original order number along with copies of my bank statements showing the payment and phone cost return.
January 29, 2018
Revdex.com
Online Complaint
Complaint No:***
Re: ***
Dear Sir/Madam,
This correspondence is in reference to a complaint filed by ***. In this complaint, Mr. states that he was unable to activate the devices that he purchased from Cricket, so he returned them for a full refund. Mr. states that he only received a refund for the returned devices and not for the service charges that he paid.
We have issued a refund for the service charges since Mr. had difficulties activating the service. We have made several attempts to contact Mr. on January 24th and 25th via phone and email, to provide him with our resolution and were unsuccessful. Should Mr. wish to discuss this matter further, he can contact *** directly at ***.
Cricket strives to provide excellent service and we regret when that high standard is not met. We thank Mr. for his communication and trust that this explanation properly addresses his concern.
Regards,
Cricket Wireless, Customer Support
(The consumer indicated he/she ACCEPTED the response from the business.)
I want to thank Cricket Wireless for their prompt attention in this matter. I am in hopes that their customer service department will receive continued training using my experience as a tool.
I was unable to afford my bridge pay, so it was suggested to me (over the phone)that I lower my plan to a lesser plan in order to afford the rate. I was told that I could return my plan the original plan when I came to pay the second half of my bridge pay. I ended up paying a total$160.($60 that day and $100 2 days later). When I came in the store after 2 days to pay the difference and return my plan to the original plan I was then advised that I would need to pay a fee per line to return to my original plan. I was also advised that due to my plan rate, I was ineligible for any discounts and the first line would be $22.50 and each line required a fee. My issue is that I was not informed that I would need to pay for this upgrade. I would not have agreed to the plan had I known that my account would have been impacted the way that it has. I am now on a $30 per month plan and my phone is now operating much slower and I've paid $160 for a 2G plan. I paid $160 this month for my bill and you guys want me to pay more for the same plan, I was only paying $120 originally. It appears to me as if this company is price gouging and taking advantage of someone who presented to you in a hardship. I came to you because I was unable to pay my bill and instead of help, you're charging me almost double the cost of my bill. Also note that the $30 per month suggested to me, calculated out to be $150 per month for 2G of data when I was paying $120 for one unlimited line and the other 4 lines at 4G. It should have never been suggested that I manipulate my plan I only needed two days. The way it was explained to me was that I would have 2G for the time I was under the program and once I paid I could just simply go back. I would also like to report your phone representatives "***, *** and ***. *** is the one who suggested I make these unhelpful changes, *** and *** were very rude and condescending and said that I should have asked the right questions, please review the audio.
Account_Number:
Other (requires explanation) I would like the upgrade fees removed or significantly reduced to compensate for the misinformation.
January 26, 2018
Revdex.com
Online Complaint
Complaint No: ***
Re: ***
Dear Sir/Madam,
This correspondence is in reference to a complaint filed by *** regarding Cricket service. In her complaint, she reports that she contacted Cricket Wireless customer service and requested a payment extension. She was advised of our Bridge Pay (BP) option. She could not afford the BP's first payment, so she was advised to switch all her 5 lines to the $30 2GB plan temporarily, this would lower the first payment. She was told she could go back to her old plan after making the second payment. Her bill was $120 before any changes were made. After paying the second BP payment she paid a total of $160. She contacted customer service after making her second payment and requested to switch back to her old plan, but was advised that she needed to pay more money to switch back. She is requesting we switch all her lines to the original plan and not charge her anything extra for the changes.
Cricket immediately accessed Ms. account, and confirmed that in an effort to assist in lowering her BP's first payment, was recommended that she switched to the $30 plan. In the long run this was not the best option as Ms. paid more in the end. We are using this interaction as an opportunity to coach the agent Ms. spoke with, and have since forwarded the information on.
We contacted Ms. and offered to switch her to a new and better plan for all her 5 lines, the $55 Unlimited plan. We also advised that we would not charge her anything extra for making the changes. We explained that her monthly bill will be $125 instead of the $120 she was paying before, but all lines will enjoy unlimited data. Ms. agreed with the offer.
We apologize to *** for any inconvenience or poor service she felt she received. Cricket strives to provide excellent service and we regret when that high standard is not met.
We thank Ms. for her communication and trust that this explanation properly addresses her concern.
Regards,
Cricket Wireless, Customer Support
(The consumer indicated he/she ACCEPTED the response from the business.)
The resolution was fair and promptly executed. Thank you!
When I went in to transfer two lines, I was not informed of the transfer in reduced price, which I would have purchased two reduced phones at that time. Not was I informed that the cricket system has had trouble integrating unlocked phones. They also did not check to make sure the phone was completely working before I left. That night I realized it wasn't working. Have called customer service to be told it's the stores issue to fix and went to the store to be told it's customer service. Back and forth until today customer service says no one can help me ,I will have to pay full price for a new phone and the turn on fee, even though I have not had proper service this whole time and have been asking for help this whole time
Product_Or_Service: Kyocera /Brigade/Unlimited
Account_Number:
Other (requires explanation) I would like a discount on a new phone, close to the discount I would have gotten that day. Or a refund and the ability to take my phone numbers else where. All I'm asking for originally is something close to what I should have gotten the day I transferred service over. A fifty dollar credit should not be so hard to give ,when I haven't had service this whole time.
January 31, 2018
Revdex.com
Online Complaint
Complaint No: ***
Re:***
Dear Sir/Madam,
This correspondence is in reference to a complaint filed by Ms.. In this complaint, Ms. states that the local Cricket Wireless Authorized Retailer did not inform her about the promotional pricing for port in customers. She also states that one of her Verizon BYOD (bring your own device) did not work on the Cricket network after it was activated. Ms. requested a new device for a discounted price.
In researching Ms. complaint, we found that Ms. activated two lines with Cricket Wireless on January 11, 2018. For one of the lines, Ms. purchased a device for the promotional price, and the second line was a BYOD. On January 24, 2018, Ms. purchased a new device to replace the BYOD.
In regards to the BYOD not properly working, Cricket Wireless cannot guarantee an experience on non-Cricket branded devices, and if the device has been Jailbroken, Rooted, or modified with a custom ROM, it may not work on our network.
We have attempted to reach Ms. via telephone and email on January 24, 25 and 26, 2018 to discuss her complaint but were unsuccessful.
We have provided Ms. with our contact information is the case she has additional questions or concerns. We thank Ms. for her communication and trust that this explanation properly addresses her complaint.
Regards,
Cricket Wireless, Customer Support
I pay for my insurance coverage on a monthly basis. I was having problems with my phone so I filed a claim and paid the insurance deductible. I've been sent 3 refurbished phones and none of them work properly. Cricket refuses to send a fully functioning phone. They will only send a new one out if I file a new claim and pay again. I refuse to pay 2x when the malfunction was not because of anything I've done to the phone but a manufacturer error. I was told nothing else will be done for me unless I pay them again.
Product_Or_Service: Other /ZTE Max Blade/
Account_Number: XXX-XXX-XXXX
Other (requires explanation) My expectation is for Cricket Wireless to replace my phone with a new model, not refurbished.
January 26, 2018
Revdex.com
Online Complaint
Complaint No: ***
Re: ***
Dear Sir/Madam,
This correspondence is in reference to a complaint filed by Ms.. In this complaint, Ms., states she has had 3 different replacement devices from our Warranty department and none of them have worked properly. She states she has paid for a different devices each time and will not pay any more money for a phone. She is requesting a new device be sent out to her and not a refurbished device.
We reviewed Ms.' account and found that she has had 3 replacement devices in the past few months. We decided to make an exception and provide her a new device. We contacted Ms. and advised her that we were going to send her a new device. We also provided her the Return Authorization number so that she can return the defective device back to us and prevent any additional charges. She was very happy with our resolution.
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 concerns.
Regards,
Cricket Wireless, Customer Support
As of 4/9/18, I've ended my services with Cricket Wireless. As a resolution for my phone issues, I was promised a new device to be sent directly to my home. I did receive a device but it was absolutely not a new phone as promised. From 4/1/18 through 4/9/18, my phone was suspended every single day. Each day I had to call in to both customer service and tech support to request for my phone to be restore; neither department had a clue as to what was happening. It was finally discovered that the replacement phone IMEI was on the National Fraud List. I'm a REALTOR and my phone is a necessity for my business. I've lost potential clients and customers who were unable to reach me during those long periods of time with no phone access.
As of today, I still have not received the $32.00 amount of credit that was promised to be returned to me for overpayment/credits. I've followed every procedure I was given in order to request the funds but have been given the run around every time I call to inquire about it.
I will be seeking legal counsel for guidance on how I should proceed.
August 10, 2018
Revdex.com
Online Complaint
Complaint No: ***
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 4/9/18. Ms. was promised a credit of $32.00 due to phone issues. She states she never received the credit or a refund.
We reviewed Ms.' account and found that there was a credit applied to her account but since the account was cancelled it never went through to her credit card. We sent a request to our Finance department to issue a refund of the $32.00 back to the credit card on file. We now show that the $32.00 was indeed applied back to the credit card on 8/6/18.
We attempted to reach Ms. to advise her that the refund has been applied back to her credit card but we were unsuccessful in speaking to her. We did however leave her a voice message with the aforementioned information and our direct call back number should she have any additional questions or concerns.
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