Cricket Wireless

Was not given important I formation regarding cut off of service. Service had not been restored in given time frame.
On 2/19/20 I called to have my service temporarily locked due to my phone being stolen. The representative never stated that my phone would be placed on the blacklist. They told me to call in when I have it back and they would restore services. I called in on 2/20/20 to restore phone service. It was restored at that time. I called in again on 2/23/20 to see why my service was no longer working and was told that my phone had been placed on a national blacklist. Again, I want to stress that this was NEVER mentioned when I called in to initially stop service temporarily. I was told on 2/23/20 that the rep would be creating a case and expediting it. This would ensure my phone was in working order within 3 to 5 business days. We are now on day 5 of the waiting period. I called in to see why my phone service hasn't been restored yet. The rep (Marvin) stated that my service was resuspended on 2/25/20 and he would have to create another case to restore services resulting in another 3 to 5 business day wait. It has been 9 days that I have been dealing with this issue and have not had any resolution. They also refused financial compensation ( bill reduction for days without service) regarding this matter. I would love to just switch companies completely but that can't be done until Cricket does their job to remove my phone from the blacklist. I do not see why if the first ticket went through and was cleared as Marvin had stated it was, that my service still is not working and why my phone is still on the national blacklist.

Being Disabled, I get paid once a month on the 3rd. Every month my phone service gets shut off on the 2nd where I get up on the 3rd and reactivate my service because thats when I get paid. This month I received a text telling me that if I dont make my pymt by the 2nd I will then be charged $15 more to reactivate my service. $15 is like $50 to me. Im on a tight budget. I called twice this morning to get my due date changed to the 4th so I can avoid this extra fee. I pay my $90 bill every month without fail!! First woman I could barely understand.. Spike far too fast with a thick accent. I was told she couldnt do anything without a payment. I told her.. Im broke.. I cant even get to the pharmacy to get my scripts. I dont even have a $1.00 for my daughter losing her tooth from the toothfairy!!
I asked to be sent to retention. She sent me to some number that literally rang for 4 minutes!!! Until I hung up and called back. This 2nd time I was connected to 'Rubin'. Again.. He couldnt help me unless I paid money. Yet again I explained I dont have any money until the 3rd in which ill be expected to pay the $15 and that doesnt help me at all!!!
I then asked for retention.. He told me "he doesnt have a number for retention". As a former customer service rep for a mobile phone co. For years myself.. I know better!!!
I then asked for his name and rep ID number. He told me he couldn't tell me his rep ID number. Well I know everyone has one because thats how our conversations are found when one has an issue.
So.. Here I sit unable to make any pymt to try to just change my date so I dont get charged money I dont have on the 3rd.. With absolutely no help from customer services.. Because im disabled with a very rare spinal cord injury.. Its like im being treated like sm because im broke til the 3rd!!!
I even asked if they could just bill it to my account and id pay it on the 3rd.. "No" is what I was told.
Absolutely ridiculous!! When I can find the money to change companys im going too!!
We arent all rich and able to work. I feel like im being absolutely treated wrongly.

I have the Cricket app downloaded on my phone. The app said my debit card would be charged on 2/28/2020 but was charged on 2/27/2020. It caused me to have a $35 overdraft fee, I contacted Cricket customer care and was told "that is your due date and you are charged one day before your due date". It does not state that on the app anywhere. I requested for Cricket to fix their mistake of charging my account and was told by a Supervisor Chris IXXXXXXXX that the app was wrong and that Cricket had no way to fix the error of my account being charged a day before. She then later stated that the app was not wrong and that it states that is my due date.only.
Product_Or_Service: LG /LG-M327/Unlimited Plan
Account_Number: XXX-XXX-XXXX

Called the carrier to add a service to the account, adding HotSpot, a $10.00 charge extra, I called February 25th, I was told that my new cycle started on the 27 and that I could pay on the 27 the 10 extra dollars for the service, on the morning of the 27th, all my cellphones in the plan are suspended and they want the 10 dollars for the service plus $15.00 reactivation fee'??? What, i'm enrolled on AUTOPAY!!!!.
Product_Or_Service: Apple /Iphones/Unlimited family
Account_Number: XXX-XXX-XXXX

I went to a cricket store in grandforks North Dakota to change providers I had Metro and the service wasn't working for me so I decided to go with Cricket well I was double charged when the employee asked me to put my card in it approved but he said his computer crashed so he asked for me to do it again even though had already approved because he said he was sure the payment didn't go through so I didn't and we'll on Monday the 24 I look at my bank statement and sure enough I was charged twice I've been calling the store they don't answer when they should because it's during store hours. The employee also did not give me a receipt he said he had put it in the bag and he didn't all I want is my $ back, I contacted my bank but they said cricket had to put the $ back in they can reverse it or something
Product_Or_Service: Motorola //
Account_Number: XXX-XXX-XXXX

After three and a half hours on the phone Monday the 24th of February, the four people including one manager and one supervisor and no technical support team available, was unable to assist me and accessing my app to pay or the automated system which was through customer service. The server was down her the alert that came onto my application as I tried to make a payment. Sunday the merchants that I went to who is an authorized cricket agent, was unable to access due to server issues also for me to make a payment. My bill then went from $57 to $112 and my phone was disconnected. After this 3 and 1/2 our conversation yesterday, and the conversation with supposed headquarters today of cricket wireless, they said no refund and they can't refund me now because I already made the payment, except I had to make the payment of the phone because they would not be able to contact me due to my phone being disconnected by cricket. I was told that they could not issue a refund and then after an hour on the phone a representative said that he could give half. That half of the amount came out to be $8 only and the next representative after I got hung up on from one representative when I asked for their customer ID code or their representative number. today the lady was unable to give me a representative number, I also requested an audio or written transcript in regards to my conversation with them I was unable to obtain that they said they have no access to those records and cannot send those and will not send those. The representative from headquarters today only identified herself on a first-name basis and did not identify her identification number just gave me the name Sarah. They will not send me a receipt, which is why I make my purchase using the app because I am able to pull those up. I use my phone for business purposes and I am an incorporation which I need these receipts for my accountant in my documentation. I now have no proof that I made this payment out of funds so I am out the $112.
Account_Number: XXX-XXX-XXXX

Another user's payment was misapplied to my account which prevented me for setting up my bridge pay. I was not aware that there was a misapplied payment until my service was then disconnected and I was not able prevented from reestablishing service until disconnection fees were paid. I spoke with support and was denied assistance. I also went back to the store where the misapplied payment was made and as instructed my a representative. The store was fully aware of the payment and then advised me to follow back up with Cricket over the phone while in the store however both parties refused to provide assistance. I do not feel valued as a customer and I do not feel as though I should have to pay for the reconnect fees due to the stores error.
Product_Or_Service: Samsung //
Account_Number: XXX-XXX-XXXX

I visited the Cricket store located on Fondren and West Bellfort to replace a phone that had broken. The Manager, Tony, provided excellent customer service and was very informative. The store was very busy yet he remained calm and pleasant and made sure everyone was taken care of as soon as possible. Koodoos to Tony for being a great leader and providing a great customer experience.

I enrolled in cricket "Bridge Pay" which gives you an additional 7 days to pay your full balance off and after your service had been disconnected for none payment after your original due was up. In this case, I was ask to pay "$20" BEFORE 11:59 02/08/2020, in which I did, I also got an text sent to my phone confirming that cricket receive my payment before the due date. That was my 1st set up with bridge pay I did take advantage of an 2nd bridge payment which I gotten a text from cricket announcing great news about an 2nd Bridge payment and all the information I needed to know about it in which it says you can make payment 3 easy ways "click https://bit..ly/***. You can also pay by login to MYCRICKET App, or dialing *Pay from your cricket phone by 02/15/2020 Instead I called a rep confirming the "great News" text because I have never heard of an extended 2nd bridge pay. I spoke with an Rep on Feb 14, 2020 around 6pm, besides the information that was sent to my phone referring to Cricket great news I ask What do I needed to do to enroll in the 2nd bridge pay he then told me that I needed to pay $30 before 11:59 by 02/14/2020, I specifically ask him how do I pay, he gave me options that I can call back to speak with a Rep, or on line, or walk in to your local cricket wireless storeI conviently went to a cricket wireless store and paid $30 for what I thought for the 2nd bridge pay. So I gotten a text confirming my $30 payment as I always do whenever I make a payment. Comes Sunday 02/16/2020 my service was suspended due to none pay so they (Cricket Wireless) say. I called customer Service spoke with many Reps, I did ask to speak to a Supervisor "Dirk", They all on the same page that they could'nt do anything about the situation Because "I DID NOT CALL TO SPEAK WITH A REP" to set up my 2nd Bridge Pay. In which I was not instructed to. So now they have my money, (payments), and I have no phone service
Product_Or_Service: Motorola //
Account_Number:

Friday 2/14/20- Rep at the Niagara Falls location, Ricardo, told me to buy the Samsung A10 because it was compatible with the Fortnight Game download my son wanted. I bought the Phone for $91. He charged me a $25 Fee for "Upgrade". He sold me a case marked $25 for $20. And I was immediately charged $8 on my plan which was not explained to me.

I went home, tried to download Fortnight, got the same message I had my son's original phone which sad "Device Not Supported". So, 30 minutes later I was back in front of Ricardo. He refunded the $91. He told me to call #611 to ask for a refund or more likely a credit for the $25 fee. He told me to come back during a weekday to talk to the owner about returning the case since I had no use for it.

I walked out with no "upgraded" service and no "upgraded" phone.

I got home and realized Ricardo left me with no way to operate my son's original phone. I called him at the store. It was 15 minutes before closing. He said I could come back in and he could do it or to just do it when I called #611.

So I called Customer care #611 that night. I was told they would NOT do any such Credit or refund of the $25. They could not make my son's original phone work because the SIM card was in the phone at the store.

Saturday AM- Back to the store! Another employee swapped out the sim cards.

Monday- Back to the store! Ricardo was there. He got the owner on the phone, who said, no refund of my $25 or my $20 case, but he would look for a demo model of a phone that was compatible with Fortnight. Ricardo told me he would call #611 with me and ask to get my $25 back. The store had no heat and I wasn't staying AGAIN!

Sunday- I called #611the phone with 3 diff employees who, although agreed with me that I had no new service or upgrade and an unusable case, they insisted they had no way to do a refund or credit.

Sunday- I stopped at the store in Amherst on Niagara Falls Blvd and the Sales Manager there (supposedly) left another mssg for the owner.

HOURS!
Product_Or_Service: Samsung /A10/
Account_Number: XXX-XXX-XXXX

Extremely poor customer service! Could not get help from anyone.

I used to be thrilled with the phone service and customer service we got with Cricket. Lately, I'm less than amused. 1) Had an in-store representative blatantly lie about changing my plan. I went in to pay my bill, and he said that he could upgrade our data for free. I knew we had a grandfathered plan and was wearing about the effect the change might have. He assured me it wouldn't change anything on my plan, it was just giving us promotional additional data. That was a lie. Jacked up my entire plan and it couldn't be reversed. Nice way to con people out of an amazing grandfathered plan that they don't want to honor anymore because they want more money. 2) My husband and I bought our sons new phones for Christmas off their website. I installed the SIM cards and had trouble activating the phones. I called customer service and explained the issue I was having. She activated one SIM card, and tells me the second SIM card was useless and we would need to purchase a new one. This was because she stated that she made an error and didn't verify key information regarding the phones being an online purchase or something to that effect. I refused to pay for a new SIM card and the activation fee. I already had to pay them $50 ($25 per line) to even be able to purchase the phones. So she tells me where I can purchase a SIM card without having to pay the activation fee and she adds a $10 credit to our account to cover the cost of the additional SIM card purchase now needed. Ok. Not the best outcome, but I'll take it. 3) Recently I had my phone stolen. I explained to the representative that I knew who had my phone and I would be getting it back, however I just wanted it locked for the night until I regained possession of my phone. Representative locks the phone and tells me just to call back when I have my phone back and they could restore my services. Awesome sauce; get my phone back and call Cricket to restore services. Representative states services are restored and I'm basically good to go. THREE DAYS later and I'm unable to use my mobile data or send/ receive calls and texts. Well now that's just great. Another call to Cricket to see what's going on. Representative said that my phone had been reported stolen that day. No, it hasn't..... This is when I found out that my phone had been placed on the blacklist..... THREE DAYS LATER!!!! So I ask the representative how my phone was blacklisted and she said it was because I had reported it lost or stolen. Well that's fantastic because the other two representatives I had spoke with regarding the stop/start or services had not mentioned a single thing about blacklisting my phone. She states that she has to create a ticket to have someone look into the situation and it would take 3-5 business days BUT they couldn't do anything for me until I made the rest of my bridgepay payment. Fine, whatever. I make the payment and she tries to end the call without creating the ticket twice. I had to specifically ask her if she had NOW created the ticket to get my phone working again. Finally get her to create the ticket and resign to waiting the 3-5 business days. She was positive there was nothing else she could do. She kept stressing that I just have to wait (yeah, I got that the first 12 times you said it). It really seemed like she wanted nothing to do with that phone call. Several hours later, around 10/11 pm that night; I get text messages from cricket stating that my services are restored and to power cycle my phone. Great! Power cycle it and go back to bed. My services still weren't working this morning. Call back again. I hard a really hard time understanding what this new representative was saying but hey my phone works now so I'll take it unless they shut it off again in three days. We shall see.

I entered into a bridge pay agreement and was told by a representative that they would automatically take out the 2md payment. They lied.
My interaction# is IXXXXXXXX and I spoke to Tony. He belittled my brain injury and memory problems on the call with him. He is a supervisor. They cancelled my service because a rep of theirs said my 2nd payment on my bridge pay would come out automatically and they were incorrect. They then insisted I pay 105 to get my plans turned back on. I usually pay 90/month. So I ended up paying 50 + 90 and they waived a 15$ fee. So I paid 140 for a 1 month plan that should be 90$ all because they provided me incorrect information. Also I have a Traumatic Brain Injury which affects my memory and Tony made light of my disability on the call. I have never felt so belittled for having a disability. Tony was rude, belittling and condescending. I want reimbursement for all I paid for their mistake.

I, *** share a plan with my father, ***. Under this shared plan, I ordered an i-phone online from Cricket. The bill was $162.14 plus a $25 activation fee. When I received the i-phone, it was broken with a malfunctioning speaker and microphone. I immediately called Cricket the same day and they told me to mail the phone back and when the phone was received, I would be refunded. A few weeks passed and I was only refunded $162.14. I called Cricket and asked them to refund the $25 as well. The Cricket specialist told me they couldn't refund the money because the online department is separate and that I should call my bank and dispute the charge. The bank took the charge off of my account. A few days later, Cricket shut down our account. When we called asking why, they said it was because of the disputed charge. We asked them to reactivate our account and explained the situation to them. They said we needed to pay $55 to reactivate the account. We spent hours communicating with them to reactivate the account without the charge because it was their mistake but they refused and said they wouldn't reactivate it unless we paid, even though we had already paid for a whole month of service. We paid the price because we needed the phone service but we feel that these actions were fraudulent, deceptive and an unfair use of power over us as customers. Thank you for your time reading this complaint.
Product_Or_Service: Apple /iphone/$55 unlimited plan ($100/month for 4 phones)
Account_Number: XXX-XXX-XXXX

I ported my number from Cricket to another company, yet Cricket has NOT fully released my number!
My new carrier allows me to send international texts, yet whenever I attempt to send such a text I get a message from Cricket that my plan doesn't allow international text and my text gets blocked! But my number is NO LONGER with Cricket!
Also, if someone sends an email to ***@mms.cricketwireless.net the email comes to my phone. But my number is NO LONGER with Cricket!
I have spent WAY too much time with Cricket representatives to have them fully release my number - to NO AVAIL.
Cricket also billed me $30 and refuses to send a check for my account credit, even though my number was ported out from Cricket BEFORE my billing day!
Product_Or_Service: Samsung //2 GB
Account_Number: XXX-XXX-XXXX

Bought it brand new on Wednesday February 19, 2020 and paid cash for it and they kept giving me the run-around and telling me they don't have the money to refund me
Product_Or_Service: Apple /iPhone 11/
Account_Number: XXX-XXX-XXXX

I purchased a cell phone from Cricket, they are holding my phone hostage and will not unlock it.
Account_Number: XXX-XXX-XXXX

I am disappointed in the customer service. My son purchased a phone from the manager. My son came home and explained he would pay a monthly payment for his plan. The payment plan was actually twice a month. He left the store not understanding this. He did not receive a full refund from the store when he brought the phone back. Legally the stores policy is to charge a $25 restock fee. There is legal, however, and there is ethical. When a business does not explain Clearly to a customer the terms, they should apologize and make it right: in this case the right thing to do is to refund the full price and waive the restocking fee for failure to explain the terms. This manager knows exactly what he did: prey on ignorance. Do not go Here! Like the stereotypical sleazy car salesman, this business does whatever to make the sale.

My son's phone was originally purchased through Sprint. Contract was paid in full, opted out of, and switched to Cricket along with 4 other lines. On January 29, 2020, based off information given to me by Cricket, Sprint, AT&T, and Apple, someone had went into Sprint, reported their phone stolen/lost/missing. They gave their IMEI number to the associate and it was typed in wrong, which led to linking to my son's phone. His line of service was suspended and his phone was put on a "black list". I asked cricket to credit/refund my account for the time my son wasn't able to use his phone. I was told, once payment is made there's no way they can credit/refund my account. For almost a month now, I've been trying to resolve this issue. I've been given the run around. Finally, I was able to get my son's phone turned back on, but because it's still on the "black list", it will randomly be disconnected at any time and I would have to call Cricket to have it restored. So, this has happened several times and Cricket did restore the line. Now, I spoke to Sprint on Monday, February 17, 2020 and was told a ticket was filed to have my son's phone taken off the "black list" and we'd have to wait 72-96hrs for it to be removed. Now, today, February 19, 2020, my son's phone was disconnected between 33:45-4pm. I called Cricket to restore my son's line. It was restored within minutes. Again, today around 9:30-9:45pm, the line was disconnected again. I call Cricket, yet again, and now I'm being told the line can't be restored because it's on the "black list" and we'd have to wait 3-5 days for the line to be restored, yet, I've already made a partial payment (bridge pay)of $60 for this billing cycle. I asked the Manager, Fab, if my account would be credited to no service of my son's line and he said no.
Product_Or_Service: Apple /IPhone 8+/
Account_Number: XXX-XXX-XXXX

I paid a month ahead and when I called for refund, they told me they don't do refunds.
I paid for a month of service on February 7th but decided to go with another carrier on February 8th. When I called customer service the following Monday, I was told that they don't give refunds. I paid for a month of service that I used one day of and this is ridiculous. I also chatted with customer service via their online chat and was told no refunds.