Cricket Communications Inc

Review: My account was paid online on 01/08/2014. The payment was process and paid to Cricket. The statement reported [redacted] Cricket [redacted] in paid status. Cricket disconnected my service for non payment and that their research team reported the they had technical difficulty that day and the payment was denied. There was a conference call with the credit card company and Cricket on 01/23/2014 and Cricket is refusing to refund the $49.79 because the claim the don't receive the funds. The credit card company informed them that they was paid and they needed to refund the money or turn the service back on. The credit company informed Cricket that there will be a dispute filled and their company will be notified. Cricket is refusing to refund the funds because they claim that they never received the funds and now demanding that I paid another $49.79 to restore my service.Desired Settlement: I would like my service restore immediately and one year of free service for the inconvenience

Business

Response:

February 3, 2014

Review: On 12/31/2013 I ordered a [redacted] from my cricket online wireless, at a purchase price of 129.99 with a web discount of 80.11. I puchased a Muve Music MicroSDHC card for 19.99. I also purchased the payGO plan which was 50.00. My purchase came to 128.41.Payment was made with automatic withdrawl from my account on 1/1/2014 128.41On 1/6/2014, the phone arrived,and I attempted to activate the phone. The phone did not activate correctly, I then called My cricket customer service to request help with activating the phone and service.The customer service representative,walked me through the process. I hung up the phone and it stated in status bar that there was a weak signal. I attempted to text my other phone which I have through sprint. The text came back undeliverable. I attempted to call my [redacted] phone using the my cricket phone to dial the [redacted] phone, and the my cricket phone went right to the customer service department at cricket. I again explained what the phone was doing that it was not activated. They again walked me through another manual activation. I did this, and again the phone was NOT working. If I dailed the phone number supplied to me for the my cricket phone from the [redacted] phone it would not ring and just go to voicemail. When I dailed out it continued to go to the cricket customer service on the 4th attempt with my cricket customer service. I asked to speak to a manager they stated no manager was available. I then explained that I would be returning the phone with all its components in its original box, in the box I wrote a letter stating that I wanted a full refund of 128.11 as the phone was never activated and not used. On 2/2/14 my checking account was charged 54.40 for my paygo minutes.I then contacted Cricket customer service to demand a refund because the phone was on record as being returned, and I was now owed a refund of 128.11 plus 54.40.On 2/6/2014 I was issued a refund of 106.99, I am still owed 75.82.ThanksDesired Settlement: I want the refund amount of 75.82 this is owed to me.The phone never worked, the customer service was unprofessional.

Business

Response:

February 20, 2014

Review: Approx 5-7 years ago I purchased a wireless modem from Cricket for interent use only. I want to disconnet service. They will not allow me becuase of a PIN on the account which I was not aware of. I was not aware that I had put a PIN number on the account ever. They state they cannot tell me the PIN nor give me any hint of what it is. I need to go to a cricket store. The nearest store they say is on [redacted] in [redacted]. I go there and there is a 2 hour wait in a very bad part of town that was an hour away. I proceeded to find another cricket location down the street. The resolution they gave me is to take my account off auto pay so that cricket no longer can take the money from my account and have to bill me for the service, and let the account go past due and let the service go into suspension after 30 days, then after the next 30 days they will shut it off. I am not one who doesnt pay my bills. They told me even going to the main branch on [redacted] Road I was going to have the same issue with the PIN number and not they are not going to be able to do anything with my account. I just want to discontinue my service. That was the reason I went to the store with the Modem, ID, and voiced my opinion of wanting the account closed and no one will hear me out and take care of this. I have a feeling this will be put on my credit and I am not ok with this. I want the account closed and I want confirmation of this and they wont do this for a long time customer. I want then to stop ripping me off of their very poor service that they have been giving me for years. Very POOR customer service.Desired Settlement: I want my policy cancelled ASAP. I have a contract with another provider.

Business

Response:

February 26, 2014

Review: I had a damaged phone and used my insurance through cricket to replace the phone. It cost me 70 dollars and Crickets third party company [redacted] sent me a replacement phone. The phone did not work. I purchased a different phone because I did not have time to wait for another phone to be sent. [redacted] is refunding me 50 dollars because they have a 20 re shelving fee. My complaint is how do you re shelve a damaged phone. The phone they sent will not read a SIM card and will not connect to any of the towers. I feel the whole 70 dollars should be refunded because of their lack of quality control and quality assurance. I have sent my previous phone to them, using their free mailing slip. Now I have to pay out of pocket to ensure they receive their unserviceable phone back to them. It feels like fraud to me because their taking 20 dollars from anyone who has the same issue.Desired Settlement: I would like my full 70 dollars back and for companies like this to stop over charging for their mistakes.

Business

Response:

March 14, 2014

Review: I purchase a speaker for my cell phone to play music on 3/30/2014 cost of $48.70 and when I purchase this I ask before I purchase this speaker that if not what I wanted can I bring this back and get a refund before I purchase the item and was told yes not knowing that once I purchase this item that I could not get a refund only exchange. This item has not work for my phone at all for the time when I purchase it went to to take back on 4/6/2014 is when I being told has to exchange item so store did not have item to exchange so went back and still have not able to exchange it mind that has to exchange in 30 days of purchase and it going on 30days and still not able to exchange did ask for cash refund or put amount toward bill still being told per manager and sales person can't do this spoke with manager on 4/27/2014 and this person hung the phone up on me. All I want is my money back or amount go toward my bill. What has happen to customer service in America business do not want to give refund only exchange seems to me all they want is profit profit no lose at anytime so where now I am not sure if I will be purchasing anything but food and clothes only cause if what is happen with business now.Desired Settlement: Just want my $48.70 back.

Business

Response:

May 13, 2014

Review: On March 3rd 2014, I purchased 2 Samsung Galaxy S4 phones from your Cricket Store located in the Fiesta Mall here in Mesa.. Their address is 1445 W. Southern Ave 1C Suite 1004, Mesa AZ. At that time I asked them to check out their Galaxy S4 and was also checking out their other phones as I was interested in upgrading. The gentlemen showed me the phones and then I decided to also buy one for my girlfriend as well. My total bill was around $1038. I loved the new phones and the 4G LTE service until about 2 weeks later I get a text about the AT&T and Cricket and AIO merger. Upon looking at the phones online I see a disclaimer that they wont work by next March. At that time I felt very misled because this was never explained to me about the GSM by the sales representatives nor was there any documentation about it in the stores and contacted one of your corporate reps [redacted] via email and I was reassured that I would be taken care of and that on 3/3/14 they didnt know at the time there was going to be an equipment swap required. The transcript is attached and was reassured we would be taken care of. Against better judgment I decided to not return the phones and continue to use cricket even though I felt like I was lied to and I trusted Howard because I have been a customer for nearly 12 years. A few months pass by and I get a text about the new cricket (attached). Now all cricket will give me is a $50 mail in rebate and $150 trade in. I submitted a Corporate complaint and got nothing. I now have two $500 phones that will become useless in a year. This is CRAZY! They want me to buy 2 more $479 phones!!!!Desired Settlement: I am requesting an executive escalation for this issue and I would ask that I also get this to the office of the president as well of AIO, Cricket and AT&T. I have been lied to by your sales people representing your company and when it comes to action to correct what happened, no one wants to help me. Like I explained to previous agents, if I didnt like cricket and AT&T I would have just taken me and my friends and family elsewhere as I can get the GS4 for free or $99 with a commitment. Additionally, when I asked what they will do for the rest of my friends and family about the 4g internet and phones I get the run around. I really do not want to abandon Cricket so I am asking for someone to be my advocate and help me do what is right. I am not asking for much more than swapping my GS4 CDMA phones to the GSM and maybe some answers with my other friends and family if possible so they know what their options are

Business

Response:

June 17, 2014

Review: On approximately March 17, 2014 I went in to Cricket to check on the plans that they offer. I spoke with a guy saleperson. He informed me that if traded in my Sprint Samsung galaxy phone for a Cricket Samsung galaxy phone I would only have to pay an additional $154 for services. This money could cover my bill for the next bill also. At that time he informed me that Cricket was joining a anothor company (AWO). I asked him if I changed my phone would it still work on the service he stated yes. He stated that I would not have to purchase another phone. Now I am told that I will have to purchase another samsung galaxy with gsm in March 2015. My phone currently works like crap and when I am outside my home it will not connect to internet. So basically I gave Cricket my $600 phone and now told that I have to buy another one. That is false advertisement because the person who took my phone knew that the cricket phone was not going to work on their system. I went to 3 cricket companies and they are saying the same thing. In March 2015 I should not have to buy a new phone.Desired Settlement: I am requesting that they replace my phone with the new Samsung galaxy phone that they have or give me back my money for the phone I traded in and the money I gave them.

Business

Response:

June 17, 2014

Review: My complaint is 2 fold:1. I went to Mission Valley mall and the Cricket representative told me to switch plans so I can have 4G. I asked her 3 times if the plan was going to be the same. She said yes and turns out that I do not have I do NOT have the same features. I now do not have international text messaging [restricted to 35 countries] and I do not have unlimited calls to Canada. This is definitely a misrepresentation on the part of the sales representative. I have text messages on my phone proving that she tried to find ways around so I could text internationally. I asked for a FULL refund of what I paid for the service as I am NOT HAPPY. However, I was denied this. Furthermore, I was also denied access to a supervisor. I called customer care and the technical department and they did not even want to hear my complaint. I WANT MY MONEY BACK as I felt cheated of service for that month.2. Originally Cricket stated that they will unlock my phone after 6 months of service. I have more than 6 months of service and they have refused to unlock my phone. I stress out that I bought the phone [iPhone 5C] at FULL PRICE online. I WISH TO SEE MY PHONE UNLOCKED.Desired Settlement: For the two items I complained about, I wish:1. To get my money back - the $50 I paid for the service I could not use.2. I want my phone unlocked.

Business

Response:

June 30, 2014

Review: Was not able to make payment on time on 5/23/2014, so I made the payment on 6/12/2014 (iPhone). Payed $54 for one full month of service. Was charged full amount and only given 11 days of service. On 6/23/2014 I was charged for the full amount of service again, even after I had told them that I had made my payment just 11 days ago. Went to try and fix the problem on 6/23/2014 and the supervisor told me that I could leave them and she would not care. The supervisor was very rude and it is not the first time this happens.Desired Settlement: would like my $87 refund for the month of service I was not given, this happened with two phones.

Business

Response:

July 1, 2014

Review: I tried to make a cell phone call on July 3 and when I attempted to place a cell call all I was able to get was a disconnect tone. When I contacted Crickett chat (I was unable to contact the 800 number due to the fact that my phone was unable to dial any number whatsoever, the customer disservice rep advised me that my phone had been disconnected due to "as per Cricket's Terms and Conditions and you can find that in our website www.cricketwireless.com/aup." She said that this was due to texting for other than personal use whatever that means. She finally cut off the text knowing full well that I did not have phone service and that when I attempted to institute new service with her on chat, just put me in a circle telling me that she was unable to do anything. Even though all I wanted was a number with which I would be able to institute service with my present phone. Although the rep said that the termination was proper, she could not, or would not provide me with the dates that any notices were sent warning me of this disconnection. (I made a transcript of the conversation and can send if necessary). Having some experience in the wireless I know its a flagrant abuse of FCC regulations which state that cell phone service cannot be terminated without warning. Again the rep said that text warnings were sent. This was explained by a representative who when asked couldn't tell me what date it was or overtly lied to me stating that all service is originated in stores not online. My service was terminated because of some kind of text abuse policy and the only warnings they SAY they sent were texts. Maybe its just me but that doesn't make much sense.Desired Settlement: Im looking best case to get my service reinstated but im smart enough to understand the reality of it. So even though through no fault of my own my number of almost nine years will be gone Im willing to settle for issuance of a new number and continuation without charge. This is based on the fact that its Crickets mistakenly disconnecting of my service. Had they actually contacted me they would know this was purely a mistake on their part and this would not be going on.

Business

Response:

July 21, 2014

Review: I purchased a new phone and within 3 weeks it quit working. When I called in, the person said I could go back to the store and purchase a new phone then send the old one back by mail and get reinbursed. That turned out to be a lie! The new phone I purchsed has now quit working only after 2 weeks and the person on the phone from cricket says "SORRY" and if I mail back the 2nd phone I purchsed they will mail me a new phone in a few weeks. I guess I get nothing for the first phone I mailed back? The customer service at cricket is the worst I have ever seen!Desired Settlement: I want full reimbursement For the 2 phones that I sent back to cricket at a total of $201.38 and there is no need to send me another phone.

The zte phone is clearly a bad product!

Business

Response:

July 29, 2014

Revdex.com

Online Complaint

Re: [redacted]

Revdex.com Complaint ID: [redacted]

Cricket Account No: [redacted]

Dear Sir/Madam,

This correspondence is in reference to a complaint filed by [redacted] regarding Cricket service. In his complaint, Mr. [redacted] states that his phone stopped working three weeks after he purchased it. He was told to go to the store, purchase a new one and send his old phone back by mail for reimbursement. The phone he purchased has not stopped working after two weeks and he was told to mail that phone back, to receive a replacement within a few weeks. Mr. [redacted] states he received poor customer service. He is requesting a refund in the amount of $201.38 for the phones he sent back to Cricket.

We apologize to Mr. [redacted] 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. Please know that his feedback will be forwarded to the customer service management team for review, follow-up and training.

All warranty exchanges are processed by our warranty support provider Ingram Micro (IMM). We are unable to view his return or replacement status. We ask that he contact our Returns Center at ###-###-#### option 4 (Warranty Claims) or directly to our warranty support provider IMM at ###-###-#### for assistance.

We thank Mr. [redacted] for his communication and trust that this explanation properly addresses his complaint.

Regards,

Corporate Customer Relations

Greenwood Village, CO 80111

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below

I've allready talked to the warranty dept. All they do there is put me on hold for 20 minutes and then hang up on me. I just want my money back for the 2 defective phones I paid for and sent back!

Regards,

Business

Response:

August 1, 2014

Revdex.com

Online Complaint

Re: [redacted]

Revdex.com Complaint ID: [redacted]

Cricket Account No: [redacted]

Dear Sir/Madam,

This correspondence is in reference to a rejection filed by [redacted].

Again, we apologize to Mr. [redacted] for any inconvenience or poor service he felt he received. However, our position on this matter remains the same.

All warranty exchanges are processed by our warranty support provider Ingram Micro (IMM). We are unable to view his return or replacement status. We ask that he contact our Returns Center at ###-###-#### option 4 (Warranty Claims) or directly to our warranty support provider IMM at ###-###-#### for assistance.

We value Mr. [redacted]’s feedback, and based on the aforementioned we respectfully request that his complaint is closed at this time, as we are unable to assist further.

Regards,

Corporate Customer Relations

Greenwood Village, CO 80111

Review: on august the first I paid my cricket bill online of 56.89 and my phone broke that day so I had to go to the cricket store and get a new one I was told I had to pay another 50 dollars in order to keep my phone turned on so I did because I needed a phone because I have a son with autism and if something would happen to him I would need a phone so the school could get a hold of me and not only that my cell phone is all that I have my house phone is my fax machine and it is stuck in one place so if I needed to call 911 and had to do cpr or something I would not be able to.so anyways I was told by cricket that my 56.84 would be put back in my banking account on 8-8-2014 and it was not their so I called cricket and spoke to a guy named jim and he said that he would give my a free month and plus my 56.89 back into my checking account so I said thank you vary much for all your help he sent me a confermaction number of [redacted] and he had also said I should have it by no latter than 8-10-2014 well that day came and still no money in my account so I waited and called back on monday and spoke to a lady and she told me my the close of business of monday it should be in my banking account so I waited and checked my account again and still no money so I called back on 8-12-2014 and spoke to another lady and she told me by the end of business day on tuesday no later then today it should be put back in my checking account so I checked today and no money in my checking so I called back and said we are not going to give u your money back we put it twards you cell phone account I said I didn't want it back on my cell phone account I wanted it back in my checking account for the last 6 days you guys told me it was going to be put back in my checking account and now u guys are telling me you are not going to do it and he said no they don't do that.if I had an extra 156.00 to spend I wouldn't care but I don't I am on dissabilty and I barley make ends meet as it is and to loose 56 dollars is alot to me tyDesired Settlement: I would like a refund back into my checking account because that is what I was promissed ty

Business

Response:

August 26, 2014

Review: My monthly bill $52,11. However do to the rise in taxes to Cricket, from the government my bill increase by 12 cents. I do not receive anything; just additional cost. I am a Army disabled veteran; I answered no for military, because veteran was not an option.Desired Settlement: If this action is legal, than I will just terminate my business with Cricket.

Business

Response:

October

2, 2014

Revdex.com

Review: I bought the Samsung Galaxy s4 from cricket on 3 13 14. At that time at I purchased cricket I said is this going to be alright because of the merge with at t they said yes your phone will work better after aTT finishes the merge completely with it cricket. I had a problem in August and had to go into the store and they told me my phone was outdated excuse me I just bought this and that's when they come for me my phone was going to be no good either December or next January because of the merge. I said are you going to give me a replacement phone because I just bought this phone not even a year ago the answer was no.I said the salesman told me that the phone would be perfect after the switch and they said we thought that's the way it was going to be. I said what's the solution can you fix the phone to make it work. they said no this is a CDMA phone and HTC phones are [redacted]. they proceeded to tell me I could trade the phone For 125.00 or maybe 100.00 depending and then I would have to purchase another phone. I told them that this was unacceptable that they needed to help the people who just bought their phones this year for a trade with the same type phone but [redacted] instead of CDMA. they said our hands are tied in this situation and you can only do a trade in for the hundred dollars and buy a new phone. This is unacceptable to me I'm sure there's many other people it's unacceptable to spending 450.00 this year for a phone that I thought would last me at least 3 years this isn't acceptable way to handle this I won't have the phone paid off until 2016. I have gone to the phone stores total of Four or five times and call customer service how about as many and they just say trade in is only solution.I have even called a_t_&_t to try to get a manager there to help with this problem nobody ever call me back twice I tried. I don't accept their solution is fair or ethical business practice there's a lot of people going to be a lot try to get them to come up with some kind trade same phone except [redacted].Desired Settlement: Replace phone that was just purchased this year with the right type of network [redacted] or whatever type network they are using. this is unfair what they're expecting of the customers who purchase this year because it's not our fault the phones are not going to work.

Business

Response:

October 17, 2014

Review: I traded a [redacted] galaxy 5s to get 2 lines and 2 phones with Cricket having my old numbers ported the sales Rep didn't know what she was doing I was becoming frustrated because I was in the store for 3 hours and she still could not get my number transferred so I asked for the manager he came and assured me everything was ok so I paid him the balance then he told me the phone would not be turned on until 48 to 72 hours so I became irritated and asked fory money and phone back and he informed me I couldn't get it back but there is no sing posted or other is nothing on the receipt stating the policy so he and I are going back and forth with each other he then call the police so he still has the second phone and tell me I can pick it up later and I have to sign a receipt with with the return policy on it so I go back later to pick up the phone they can't find the phone and again I get upset and ask for my phone and money they refuse and I still don't have no use of a phone on 2 lines and have had the cops called on me twice in one day in front of two of my children who ate diagnosis with emotional illnessDesired Settlement: Public apology two galaxy 5s6 months of free service

Business

Response:

September 25, 2014

Review: We purchased a group plan with Cricket Wireless located in [redacted], CA 91748 in July 2014. [redacted], the store manager, in addition to pay for the first month, he also requested us to prepay for the coming three months in cash. A few days later we realized that there is no reception at [redacted], where one of my family members works at. On Cricket's website, it shows that the area is under coverage, which is a false statement. A couple weeks later we contacted the corporation to see if we can get the refund before we switch to another cell phone company, and the answers we got was the refund will be made. After we made the switch, Cricket refused to make the refund of $450 for the three months that we never used. 1. The company has false information about their coverage on their website. It is misleading the customers.2. Customer Service gave false information on their return policy. Different representatives give different information. Horrible customer service.3. The store manager at the location we purchased the plan at was irresponsible and not willing to remediate the issues. He also requested us to pay in cash, would not take credit card.4. It has been over two months, the corporation has not made any progress on the refund.Desired Settlement: The company must give us the refund of $450 for the service that we never used. Progress must be made. Any procrastination is irresponsible and intolerable. Horrible customer service must be changed.

Business

Response:

October

14, 2014

Revdex.com

Review: called cricket wireless about my cell phone service that I did not have service for 15 days that I wanted credit for time without service they only gave me $1.67 for the ajustment im not going to continue business with the company if they cheat customers this is the last time im going to deal with cricket communicatios and there poor customer service they expect customers to pay for servie they don't recieve I called on 10/18/2014 to fix the issue for the phone and I never got transferred to customer service I got the every department but that and sence they have no notes on file about the issue 15 days ago they can't credit the account I think that's not right I tryed to get a hold of them I was never transferred to the correct dept I tryed to explain that to the supervisor but she didn't care she was very rude to me. I called and talked to the supervisor on 11/2/2014 around 6;10 pm and it took maybe 45 min to have my problem fixed with my phone not my service is running good I think they should give me credit for the 15 days without service. thanks [redacted] cricket phone # ###-###-####Desired Settlement: they never did anything but fix the phone issue and only issued $1.67 credit.

Business

Response:

November 24, 2014Revdex.com

Review: On August 28, 2013, the Cricket Agent said to me: "Sign up now and get a $5 credit on your monthly bills!" I signed up for auto bill payments. When I signed up for the service in June, 2013, I was allowed approximately 2440 Mega Bites of high speed web access, but with the $5 discount,225 Mega Bites of high speed access was deducted, and my Android speed was noticeably reduced. Cricket had reduced the monthly bill by $5, and reduced the high speed web access by 225 Mega Bites.I made several trips to the Cricket store at [redacted] Colorado Springs, Co, 80916, to find out what caused the decrease in my high speed web access. No agent could not find out why the decrease in high speed web access, so one of the agents made a decision to increase the high speed web access by 225 Mega Bites for that month, but after my automatic payment the following month, the high speed web access continued to be reduced by 225 Mega Bites of high speed web access. I moved out of Colorado Springs, CO to Columbia, SC, where there is no Cricket Service, and I cancelled my Android service. I ported out that mobile telephone number: ###-###-####, with a subscription to [redacted] mobile.Desired Settlement: My Android high speed web access continued to be reduced with the $5 discount for about 8 months. That is 5 X 8 which is equal to $40. [redacted]

Business

Response:

November 13, 2014Revdex.com

Review: Cricket- [redacted] TN 37343. Cricket offers partial payment, aka bridge pay which may be set up 1 day after due date. Bill due 11.2.14. Bridge pay set up and paid 11.3.14. At this time, clerk adjusted phone plan to a plan with same benefits, cheaper cost. Clerk stated remainder of my bill due 11.10.14 would now be $37.37 as opposed to previous $50+.00. On 11.10.14, I called Cricket and asked for the balance due. Female clerk stated $37.37. I reported to the store 11.10.14 at which time male clerk again quoted $40.37, $37.37 for remainder of bill and $3.00 fee to pay the bill. I paid $40.37, was provided a receipt, and left. On 11.12.14, I awoke to find my phone disconnected. Per Cust Service Supervisor, they are "sorry", their 2 clerks provided inaccurate info, the lower bill will not apply until Dec, and I must report to the store to pay the remaining balance of my prior plan bill ($19.00) for my service to be reinstated.Desired Settlement: I would like to be refunded the 19$ that I will now have to pay additionally to have my service reinstated. I made a specific phone call just to check the balance prior to going to make a payment, as well as asked again at the counter. It is now an inconvenience for me, as I am at work until 4:00pm, will have no phone servie all day, and will have to leave work to report back to Cricket, again, to pay another fee. I would also like to be credited on an upcoming bill for the day without service.

Business

Response:

December 1, 2014Revdex.com

Review: On November 22,2014 I called into Cricket's automated service to attempt to make a payment. So because my postal code didn't match the one on file it failed my payment 4 times. So I had to call cricket and my bank [redacted] in a conference call to get my money put back into my account. Then I had to update my information which I thought was done at that time however it wasn't. So on the 28 of November when my balance was due I attempted to make my payment. Well it happened again with the postal code. Cricket hadn't changed my address; which resulted in a failed payment. All though it showed on my account where the money had been taken once again. Well due to the holiday and all I couldn't get through to cricket. Well I checked my bill online and it said I owed 78.00 on Saturday. Now here it is Monday December 1st cricket says I owe $83 for late payment. My payment wasn't late due to their neglect to change my postal information. Now I've since made the payment of my balance but they refuse to turn my services back on. I've been on the phone with cricket to have been hung up on twice and on hold for over an hour total. This is crazy. Something needs to be done and done now.Desired Settlement: At least a month of service credit or something in that line of being held accountable.