Cricket Wireless Reviews (1467)
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Description: Cellular Telephone Service & Supplies, Cell Phone & Tablet Equipment, Supplies & Repair
Address: 1511 Goff Blvd SW, Albuquerque, New Mexico, United States, 87105
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I'm dispute customer service on how they are dealing with my case of somebody using my info transfer to another carrier & closing acco
I paid my monthly fee of $35.00 a month on Feb. 5th 2020 on the thru 6-8 th of feb I got a phone call from a customer service rep stating that somebody order another plan using my name in *** I replied and told that it wasn't me. He said it would be taken care of. Than around Feb 10th 2020 I tried to make a phone call and the my phone was off and said call customer service I call them they said they would look into it. my phone is important to me for my medical appointments etc. I'm senior and disable. so I really need it So I waited for a day then I decided to go to the local store 1397 *** ave. memphis tn 38107 between 6pm and 7 pm Feb 11 2020 the rep in the store tried to get it on but couldn't they told him that the case as closed and it was solved but didn't put my phone back on my number is (XXX)XXX-XXXX *** either they put my phone on or I want a refund of my $35.00
Either they put the phone back on without charging me or refund my $35.00
This correspondence is in response to a complaint filed by ***. In this complaint, Mr. states that his phone number was ported out to another carrier without his permission and has been unable to resolve the issue. He is requesting his number back or a refund for his last payment.
We want to assure Mr. that his account's security is a top priority for Cricket Wireless. After researching his account, we believe he may be the victim of identity theft originating outside of his Cricket Wireless account. The individual who accessed his Cricket Wireless account had enough information to authenticate his account and make changes. This individual may then have used Mr. phone number in an attempt to gain access to other accounts where Mr. uses his phone number for verification. If he hasn't already done so, we advise Mr. to file a police report regarding the suspected identity theft.
We were able to retrieve Mr. wireless number, restore his original service plan, apply eligible credits to his account, and help him update his account security information.
We thank Mr. for his communication and trust that this explanation properly addresses his concern.
Regards,
Cricket Wireless, Customer Support
1025 Lenox Park Blvd, NE
Atlanta, GA 30319
/JL
(The consumer indicated he/she ACCEPTED the response from the business.)
settle
I brought phone from store after telling manager what I needed phone to do.I travel alot and needed service in certain areas and needed to use its GPS. The phone worked good for a month and then the service got terrible. I found I couldnt make calls or use the GPS in certain areas such as Louisburg NC...etc.The GPS started to not work very well. I went to store and manager reset phone several times but I still had problems. That still did not fix the problem and after about the 3rd time the manager told me that if I had another problem to bring the phone back and he would replace it free of charge. I brought the phone from the store located at 3207 Forest Brook Rd.,Lynchburg, Va. I had another problem with the phone and went to the store but the manager was not there. I explained the problem to the representative that was working and they called the manager. The manager said I had to pay $25 fee but I told him that he said it would be free. The manager said he didnt tell me that. I decided to drop Crickett after being basically called a liar. I called customer service and asked them to unlock the phone.I was told the first time that I had to wait another 25 days then I would be given the lock code. I called back and another person said I had to pay another month of service then I could get the code. Their service didnt work for me so why would I pay another month of service for poor service.
Product_Or_Service: Motorola /supra 5/45
Account_Number: XXX-XXX-XXXX
Other (Requires Explaination) I would like the lock code so i can use the phone that i paid for elsewhere.
This correspondence is in response to a complaint filed by ***. In the complaint, Mr. states that he requests his device to be unlocked.
Eligibility requirements for current Cricket customers are:
A phone/device designed for use on and locked to the Cricket network
Cricket service for at least 6 months*
An active phone number that has not been reported lost or stolen or suspended for fraud
Mr. can find this information by visiting, https://www.cricketwireless.com/support/account-management/device-unlock.html
We researched Mr. account and see that his device was activated on
November 24, 2019 and meets Cricket's Unlock Policy. We will provide him with the unlock code via email.
We thank Mr. for his communication and trust that this explanation properly addresses his concern.
Regards,
Cricket Wireless, Customer Support
1025 Lenox Park Blvd, NE
Atlanta, GA XXXXX
/GR
I paid cash for my phone but cricket will not unlock my phone for Atleast 6 months and I want to switch carriers because I ain't happy with the cell service I currently get
Product_Or_Service: Apple /iPhone 11 Pro Max /2gb plan
Account_Number: XXX-XXX-XXXX
Other (Requires Explaination) I just want to get my phone unlocked I paid for it and ain't under a contract I do prepaid but they still won't unlock my phone
This correspondence is in response to a complaint filed by ***. In this complaint, Mr. states that he requests his device to be unlocked.
Cricket's Unlock Policy is part of our terms and conditions which are accepted at the time of activation and each month upon the renewal of service. The Cricket Wireless Unlock Policy can be found at www.cricketwireless.com/deviceunlock.
Cricket's Policy states:
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.
We have researched Mr. account and see his device was activated on October 30, 2019 and does not meet Cricket's 6-month eligibility. We would like to advise Mr. that once he completes the full 6-month term, Cricket will be able to unlock his device.
We thank Mr. for his communication and trust that this explanation properly addresses his concern.
Regards,
Cricket Wireless
1025 Lenox Park Blvd,
Atlanta, Georgia, XXXXX
/JL
I ordered this device and it was having issues Luke snapping photos on its own,freezing up,splitting up my words,not blocking numbers on my list and not charging. I reached out yo cricket and LG no resolution. Lg told me I'd have to be without my device gor 2 weeks til they found out the issue!!!
Product_Or_Service: LG /Stylo 5/
Account_Number: XXX-XXX-XXXX
Other (Requires Explaination) I want a refund for everything I have spwnt including plan payments.
This correspondence is in reference to a complaint filed by ***. In the complaint, Mr. states that he is having technical issues with his device and requests a refund for his device as well as service payments.
According to Cricket Wireless Terms and Conditions of service, available online at www.cricketwireless.com/terms:
Amounts paid for service charges are non-refundable and account balances are not transferable, refundable, or redeemable for cash. If your account is suspended or cancelled, for any reason, any remaining balance in your account will be forfeited.
We contacted Mr. via email on February 17, 2020. We advised him that there are several convenient options to replace his device through our warranty exchange program. These include:
Cricket Warranty Exchange - Warranty Claim coverage on all Cricket wireless devices begins at the end of the 7- day return period. To make a warranty claim customers *** call 1-800-CRICKET (Press Option 4) or visit https://www.cricketwireless.com/support/orders-and-activations/warranty.html. Cricket offers three options under this program.
Original Equipment Manufacturer's (OEM) Warranty program - This option can be used if the device is defective and still under manufacturer warranty. Programs *** differ by OEM. Customers can contact the OEM for further details on options the OEM might offer. Customers *** use this if they do not wish to participate in Cricket's Warranty Exchange program.
In addition, we also informed Mr. know about our wide selection of devices available online that he could purchase as a replacement. We offered Mr. an exemption for a one-time $25 service credit to offset the $25 upgrade fee.
Mr. let us know that he would no longer be using Cricket service and is switching providers.
Should Mr. have additional questions or choose to restart his service with Cricket Wireless, he can contact Chelsea, Customer Escalations Manager, at ***@cricketwireless.com.
Wethank Mr. for his communication and trust that this explanation properly addresses his complaint.
Regards,
Cricket Wireless, Customer Support
1025 Lenox Park Blvd
Atlanta, GA XXXXX
/CB
(The consumer indicated he/she DID NOT accept the response from the business.)
I'm sure they are aware that this particular device has issues!!! Not only that but their network is crappy I stay connected to my Wi-Fi BC their *** never works! I shouldn't have to dish out additional fumds of ANY kind for a flaky device and they should refund something because they are selling *** devices and nobody takes the side of the consumer being screwed over!!! Because of them I have to pay money all over again to a different carrier including plan fees and insurances etc. And FYI I AM NOT A DUDE
February 25, 2020
Revdex.com
Online Complaint
Complaint No: XXXXXXXX
Re: ***
Dear Sir/Madam,
This correspondence is in reference to a rebuttal filed by ***. In this rebuttal, Ms. states that she should not have to pay more money for a device replacement.
We previously explained to Ms. in the in the initial response about the Cricket Warranty exchange options and elaborated on options that would not cost her any money. We also offered Ms. a service credit which she declined. Ms. also communicated with us via email that she is not interested in any proposed solutions provided and will be going to another carrier.
We respectfully request that this complaint is closed at this time, as we are unable to further assist the customer.
Regards,
Cricket Wireless, Customer Support
1025 Lenox Road NE
Atlanta, GA XXXXX
/cb
Cricket is cutting out internet speed for no reason. Our plan is suppose to slow after 50 gig. This issue has went on since the beginning of the cycle. I have been lied to numerous times from customer service reps and have verified they lied from other representatives. My wife and I cannot get over 0.5 mbps upload or download and were promised 88 Mbps. They are trying to blame the tower at our house yet I work an hour away and my wife works one day a week in Columbus Ohio and same issue in both places. I'm tired of the lies and their service.
Product_Or_Service: LG /V40/
Account_Number: XXX-XXX-XXXX
Other (Requires Explaination) I want to know why we are being lied to and why we cannot receive the service we pay for.
This correspondence is in response to a complaint filed by Joshua ***. In this complaint, Mr. states he has experienced network issues and needs an explanation to why.
We contacted Mr. on February 14, 2020 regarding the network issues that he was experiencing. Mr. had a service ticket open on February 7,2020 and was closed for not being able to get in contact with him. I advised Mr. that we can open a new case and escalate to check the network issues. Mr. let us know that he was going to cancel and no need to continue. As of February 17, 2020, the account is cancelled, and case is closed.
We thank Mr. for his communication and hope he reconsiders coming back to Cricket Wireless in the future.
Regards,
Cricket Wireless, Customer Support
1025 Lenox Park Blvd, NE
Atlanta, GA 30319
/GR
AutoPay service stopped and they penalized me $15 then after paying, Billing system bug hit me and they say 3 - 4 business days to get service back!
AutoPay service stopped and they penalized me $15 then after paying, Billing system bug hit me and they say 3 - 4 business days to get service back!
Cricked asked me and got $100 + $15 = $115 then the agent on the phone said that phones will be active right away, I talk again to them cause phones were not activated and then I get hit on my app with another billing of $109.99 that supervisor is saying is a mistake and to get it corrected they would have to wait 3 - 4 business days for billing to correct it WITHOUT ANY PHONE SERVICE!!!
NO SERVICE, PAID MORE, and ASKED FOR MORE Than what they need
1. I need my service back right away. 2. I need billing to be fixed 3. I need credit for the inconvenience
This correspondence is in response to a complaint filed by ***. In the complaint, Ms. states that Cricket autopay stopped working and she was charged a $15 fee. Ms. goes on to say that because of this error Cricket Wireless suspended her service. After having her account reactivated, Ms. states she was charged on the Cricket app for an additional $109.99. She was told by a supervisor it was a mistake and would take 3-4 business days to process a refund. Ms. seeks to have her service restored and to have her bill adjusted to the correct amount.
After reviewing Ms. account, we discovered that her account is active and an adjustment for $54.99 was made on February 15, 2020.
We thank Ms. for her communication, and we will be available should she need future assistance.
Regards,
Cricket Wireless
Customer Corporate Relations
1025 Lenox Park Blvd NE
Atlanta, GA XXXXX
/EM
I switched from *** to Cricket at the end of January but was then offered a better deal with Spectrum. I decided to finish with Cricket till the end of February and switch to spectrum, but was told my phone was locked. When I called Cricket, they say they lock the phone for 6 months, even though they are a month to month contract; and refuse to unlock my phone.
Product_Or_Service: Apple /7+/Cricket wireless
Account_Number: XXX-XXX-XXXX
Other (Requires Explaination) Unlock my phone so I can change carriers.
This correspondence is in response to a complaint filed by Mr. ***. In his complaint, Mr. requests to have his phone unlocked.
After reviewing Mr. Engels account, we determined that Mr. does not qualify for a device unlock. Mr. Cricket Wireless account has been active for 41 days. Per Cricket Wireless policy, a device must be active for at least six months of paid service before it is eligible for a device unlock. This policy can be found at https://www.cricketwireless.com/legal-info/device-unlock-policy.html
We thank Mr. for his communication and trust that this explanation properly addresses his concern.
Regards,
Cricket Wireless, Customer Support
1025 Lenox Park Blvd NE
Atlanta, GA 30319
/EM
BLOCK ON MY PHONE NUMBER AFTER A CHARGE BACK SO NOW THEY ARE TELLING ME TO CHANGE MY NUMBER IN ORDER TO USE MY PROGRESSIVE LOAN AND SWIPE MY CARD!
I have been dealing with this issue since beginning of January with no solution! There was a charge back on my account which made Cricket put a block not allowing me to use card for payments. THAT is fine and I have been paying cash since last year July 2019. I paid off my progressive loan in Dec of 2019 so that I can be approved for $1250 again and get myself a new phone. My phone has been broken for months and I could not upgrade until my loan was paid in full. Got the approval went to the Cricket store in NY while on vacation and they could not swipe my card while doing the Progressive loan process. In order to use Progressive you have to swipe a physical card at a Cricket store. Came back home to FL and tried again. NOTHING. We call customer service and they say it must be my card. Call the bank. NOTHING. Call Progressive and they say its the Cricket system and on their end I am cleared to receive the device. Go to a different store to see if maybe it was the system in their store and still the same problem. On Feb 1st I spent 3 HOURS in the Cricket store with a representative trying to figure this out with customer service. NO SOLUTION. I had to leave since I had my kids with me. Next day I go back. FINALLY after speaking to many supervisors and them refusing to transfer me to a manager I finally get on the phone with a manager who says I need to transfer my number to a new account that way the block will not be on the new account number. I pay my current bill of $125 then I pay another $55 to open a new account and move my number. STILL THE CARD DOES NOT SWIPE. The in store rep even let me use his card. Still nothing. The manager does not know why this is happening so he makes a case ID # and sends it to corporate. This case # was made on Feb 2nd. I gave specific instructions for them to call my job since my cell phone is still not working and they take 5 business days to call me back!! On Feb 7th 2020 corporate calls my cell phone and leaves a voicemail saying "the solution is you must call your bank because there should be no reason you cannot use your card" WHAT?!?! OBVIOUSLY the notes were not put in or corporate did not read. To add- every single time I call customer service and get put on hold I get hung up on. AS I AM TYPING THIS I WAS ON THE LINE WITH A REPRESENTATIVE WHO WAS MAKING NOW THE 3RD CASE AND WHEN I ASKED FOR THE NOTES TO BE READ TO ME SHE SAID SURE HOLD ON AND HUNG UP ON ME!! THIS WILL BE THE 6TH TIME I HAVE BEEN HUNG UP ON!! I called customer service back on Feb 10th 2020 after hearing the voicemail from cricket corporate and the representative made ANOTHER case for them to call me back. She read the notes back to me AND I verified it was all correct. TODAY FEB 11TH corporate calls my job tells my receptionist they will call me back since I was with a patient. Instead of calling me back they close my case and say in the notes that I have to make a new phone number. A NUMBER I TRANSFERRED TO CRICKET AND HAVE HAD FOR 20 YEARS! I call customer service back and as I STATED EARLIER THE REP MAKES A NEW CASE NUMBER AND WHEN I ASKED FOR HER TO READ ME THE NOTES SHE HANGS UP ON ME. I am on the line AGAIN with a new rep and he reads the notes from the last rep where she stated "no further contact needed because client refuses to change phone number" WHAT???? I never spoke to corporate I asked you to make a new case and you put that they don't have to call me?!!? I am BEYOND upset!!! I want to use my loan and get a new phone THATS IT!! How dare you tell me I need to get a new phone number and how dare you close my case without even speaking to me! I WANT MY MONEY BACK AND I WANT THIS HOLD LIFTED!!
I want CRICKET TO PROVIDE ME WITH A NEW PHONE AFTER ALL I HAVE BEEN THROUGH AND I WANT MY MONEY BACK THAT I PAID TO MAKE A NEW ACCOUNT OVER A WEEK AGO!!
This correspondence is in reference to a complaint filed by ***. In this complaint, Ms. states that she had initiated a chargeback regarding Cricket service. She further details, that the chargeback is now preventing her from successfully starting a Phone Payment Plan with Progressive at one of our Cricket Authorized retailers.
We investigated Ms. 's concern thoroughly. If a customer initiates a chargeback, this can impact any future purchases that are made for Cricket services. We were not able to lift the restriction currently. We successfully reached Ms. to discuss her situation via email. Ms. advised that she unsuccessfully attempted to create a separate account to see if she could start a Phone Payment Plan.
Additionally, Ms. stated she wants a refund for the separate account she attempted to establish. We did refund Ms. by check and confirmed with her that she will receive within 10 business days.
We thank Ms. for her communication and trust that this explanation properly addresses her concern.
Regards,
Cricket Wireless, Customer Support
1025 Lenox Park Blvd
Atlanta, GA XXXXX
/CB
(The consumer indicated he/she DID NOT accept the response from the business.)
The problem has NOT been solved. Because of thid lock cricket put on my phone number I am unable to EVER use my loan with cricket to get a new phine. I have paid off 4 phones while with cricket and they refuse to give me a phone to resolve this issue. There is absolutely no other way around this. I cannot change my phone number, they cannot lift the block so I am still left with a broken phone and no way to use the $1250 I was approved for. Cricket could have given me a credit on my account for a substatial amount to put toeards a phone or just given me one since they cannot solve this issue. Also while in the process of issuing that return being mailed to me my account was closed with no acknowledgment. I woke up on Friday to no service. I had to spend another hour on the phone while at work to have them switch my line to my old account so I can have service. Thid whole thing has been a nightmare. I am now waiting for a day I have time to go to boost mobile and use my progressive loan with them. With no phone and no resolution I am forced to cancel my account with cricket. I did NOT want to do this because it just means more money out of my pocket to go to a nee company. Cricket didnt even bother offering something extra to me. They just refunded the amount I was without for 2 weeks now. I am so upset.
March 4, 2020
Revdex.com
Online Complaint
Complaint No: XXXXXXXX
Re: ***
Dear Sir/Madam,
This correspondence is in reference to a rebuttal filed by ***. In this rebuttal, Ms. states that she still wants to be able to start another Phone Payment Plan with Progressive at the Cricket Authorized Retailer. She requests Cricket to lift the restriction she has using a card as a method of payment.
We previously explained to Ms. that we are unable to fulfill her request at this current time. We did provide Ms. a $15 service credit as we do appreciate her as long term customer with multiple lines.
We respectfully request that this complaint is closed at this time, as we are unable to further assist the customer.
Regards,
Cricket Wireless, Customer Support
1025 Lenox Park Blvd
Atlanta, GA XXXXX
/CB
I paid $30 on the first of February, 2020 to enroll in their bridge pay. I went into the store on 2/6/20 to extend my bridge pay by paying another$30. The manager contacted customer service via online chat in order to complete the payment and process. She said everything was fine and I left. My service was shut off at midnight 2/7/20 despite my going in the store and making the payment/extended bridge pay. I called customer service and they told me I had to pay $72 to restore my service even though I didn't do anything wrong to get my service shut off, they had made a mistake. They told me to go back to the store and speak to the same manager. I went in, and the same manager greeted me. I told her what happened and she said she would fix it because it was obviously not my fault. She contacted customer service chat, and they went back and forth for an hour, but still they refused to restore my service, and even charged me a $15 fee because they had turned it off. The manager in store tried for hours to fix it to no avail. She told them over and over again that it was Crickets fault, not customers and they needed to fix it. I did everything I was supposed to do, and now they are demanding a month payment plus fees, when I came in and made my payment on time! They openly admitted it was their fault, and I had paid on time. They still wouldn't turn it back on even after hours of managers trying.
Product_Or_Service: Other /Alcatel /Unlimited data talk text 2 lines $80/mo
Account_Number: XXX-XXX-XXXX
Other (Requires Explaination) Turn my service back on without me having to pay more money. Honor the agreement made in 2/6/20 when I came in and paid the bridge pay extension on time. I shouldn't have to pay for Crickets error.
This correspondence is in response to a complaint filed by Ms. ***. In this complaint, Ms. states that she went into a Cricket Wireless store to enroll in Bridge Pay on February 1, 2020. She then returned to the store to make the second Bridge Pay payment on February 6, 2020. Ms. services were suspended on February 8, 2020. Ms. is requesting that her services be restored, without paying any additional fees.
After reviewing Ms. account, we confirmed that Ms. made a payment on February 7, 2020 of $30 and the account was suspended the next day. Her account was not enrolled in a second Bridge Pay causing her account to suspend. Ms. account was reactivated and a credit was placed on her account on February 10, 2020.
We thank Ms. for her communication and for the opportunity to help resolve her concern.
Regards,
Cricket Wireless,
Manager Customer Appeals Senior Support
1025 Lenox Park Blvd
Atlanta, GA XXXXX
/EM
Suspension of accountant and reactivation fee charged too soon.
Bill was due on 2/8/2020 11:59pm and I paid it 2/09/2020 7:03; that bill was not paid on time just as it had not been paid on time in the past. I received the normal text message stating my bill was due but no where in that message, or any other message, did it state I would have a suspended account if not paid by that time. I will acknowledge that in their terms of service it states Cricket Wireless can change the terms of service at anytime without notification. That in itself is mind boggling considering they have a A+ rating with Revdex.com (I am an accredited member of the Revdex.com by the way). My issue is that on the payments page I had a $15 charge for a reactivation fee. When I hovered over the information Icon of this fee it stated that the fee did not occur until 2-29 days. There website was not updated to reflect Cricket's updated January 31st, 2020 policies that I was not notified of. Long story short on the payments page it stated I had 2 days to get the payment in and was not give the normal 2 days as it stated on the payments page. This is not even going into the changing of policies without notice. I am still baffled they have an A+ rating. Revdex.com is there to protect customers.
I understand you do not give refunds. When I called Cricket I asked for a $15 credit during my 45mins; that is what I seek.
This correspondence is in response to a complaint filed by ***. In this complaint, Mr. states he was not notified about fee changes and the charges on his account.
We contacted Mr. on February 12,2020, who stated he had not received any information regarding fee changes. Mr. wants us to waive the fee that was incurred on his account.
We reviewed Mr. account and applied a onetime courtesy credit. He is happy with the resolution and has no further questions.
We thank Mr. for his communication and trust that this explanation properly addresses her complaint.
Regards,
Cricket Wireless, Customer Support
1025 Lenox Park Blvd, NE
Atlanta, GA 30319
/GR
(The consumer indicated he/she ACCEPTED the response from the business.)
Phone has not worked consistently since jan 9. People call theycan not hear me. I call then tgey can not hear me. I have called at least 10 times and they say it was tge tower and it would be fixed on jan 20. The problem stll consists after jan 20. I called asking for a credit and I was told because they had to check with the tower. I expressed to tgem the tower was supposed to be fixed on jan 20. Now I was told it was not fixed and a credit could not be renedered. I left sprint after 20 years. This company is dishonest and lack character and integrity. I want a full credit because my service has sucked. No one ever told me they had issues with the towers. At least give me the opportunity to decide if I want to deal with the foolishness. Company should be put out of business. Dishonest.
Product_Or_Service: LG //
Account_Number:
Other (Requires Explaination) I want a full credit.. Please help me. Thank you
This correspondence is in response to a complaint filed by ***. In this complaint, Ms. states she has been experiencing technical and network issues on her device.
We contacted Ms. on March 3, 2020 and discussed her case. We have reviewed Ms. issues with our technical support team and have opened a ticket. Unfortunately - this ticket is still in process and will not have a resolution for 14 days. We have explained this fully to Ms ***, and she was comfortable in waiting out the resolution. However, in this circumstance, we have agreed to issue a onetime credit to her account due to the ongoing network issues she has experienced.
Ms. is happy with the resolution and had no further questions.
We thank Ms. for her communication and trust that this explanation properly addresses her concern.
Regards,
Cricket Wireless, Customer Support
1025 Lenox Park Blvd, NE
Atlanta, GA XXXXX
/JL
Lost phone 3 weeks ago. Returned. Service still suspended. I am paying.
Using temporary phone. I have businesses. Help
Above
Phone unsuspended permanently. I have my lost phone. Credit for 1 month.
This correspondence is in response to a complaint filed by Ms. *** regarding Cricket Wireless. In her complaint, Ms. states that she requested her device be removed from the blocklist three weeks ago and it has not been removed to date.
Upon receiving Ms. complaint, we researched her account and confirmed that the phone qualifies to be removed from the national blocklist. We completed the removal from the blocklist on February 15, 2020. Although we do not credit for time without service, we have applied a one-time one month credit to her account as a courtesy to the line that was without service.
We thank Ms. for her communication, and trust that this response properly addresses her complaint.
Regards,
Cricket Wireless, Customer Support
575 Morosgo Dr., NE
Atlanta, GA 30324
/KM
I am one of many who was charged a $15 reactivation fee for being a few hours late with our "pay as you go" cell plans. The information on the (') button "explaining" their fees does not reflect anything close to $15. Many people, myself included, are not getting anything beyond being blown off with aloof responses via facebook, chat, and messages.
They are dismissing the fact and proof that their website and supplemental materials are inconsistent and incorrect. Cricket's customer service is poor at best, but they are taking "oh, well. thanks for your business" blow off to a new level.
Account_Number: XXX-XXX-XXXX
Other (Requires Explaination) I want my $15 back and for Cricket to provide clear, consistent, and available information that customers can easily find AND that they abide by. Additionally, I would like them to be held accountible or publicly known for the poor, disrespectful, and dismissive "service" they provide to customers, who (anectdotally) have a larger than normal representation of poor and underrepresented populations.
This correspondence is in response to a complaint filed by Mr., regarding Cricket Wireless. In this complaint, Mr., states that his problem is that the website doesn't say he will be charged immediately for the activation fee. He is asking for a refund for the charge he incurred.
We reviewed Mr. account and found that his service was interrupted and there was a payment made to restore the account shortly thereafter. Cricket Wireless sent 2 different notifications of the increase of the restoral fee as well as the fact that that fee would be charged immediately upon suspension.
We explained that the charge is valid. We thanked him for advising us of the possible issue with our website, and we will correct it.
We thank Mr. for his communication and trust that this explanation properly addresses his concern.
Regards,
Cricket Wireless
Customer Corporate Relations
1025 Lenox Park Blvd NE
Atlanta, GA XXXXX
/CE
Was charge a activation fee that I was not aware of and had to make the payment to port my number over
Went to make my monthly payment and seen a 15 activation fee called and they said oh well had to pay it ask them if I could port my number again was told I had to pay it and have my number over. I told the manager if I had to pay it I was making a complaint and switch service he told me to do what I needed to do
I am ask for my 150 dollars back because I was not notified properly about the activation fee and had to pay in order to be able to switch my phone numbers over
February 20, 2020
Revdex.com
Online Complaint
Complaint No: XXXXXXXX
Re: ***
Dear Sir/Madam,
This correspondence is in response to a complaint filed by ***. In this complaint Ms., states that Cricket charged her an activation fee that she was not aware of. Ms. is requesting a refund for her monthly service charge.
After researching Ms. account, we discovered she was charged a reactivation fee due to her account being suspended on January 7, 2020. Ms. was notified via text on January 6, 2020 that her payment was due before 11:59 PM central time.
We contacted Ms. via email on February 14, 2020 and informed her of our findings. We further informed her that we are unable to honor her request for a refund.
We thank Ms. for her communication and trust that this explanation properly addresses her concern.
Regards,
Cricket Wireless, Customer Support
1025 Lenox Park Blvd NE
Atlanta, GA 30319
/BN
(The consumer indicated he/she DID NOT accept the response from the business.)
Like explain I have paid before when my services was disconnected and never charged so why now and why are we not notified of said fees put into place
February 24, 2020
Revdex.com
Online Complaint
Complaint No: XXXXXXXX
Re: ***
Dear Sir/Madam,
This correspondence is in response to a rebuttal filed by ***. In the original complaint Ms., states that Cricket charged her an activation fee that she was not aware of. Ms. is requesting a refund for her monthly service charge.
After researching Ms. account, we discovered she was charged a reactivation fee due to her account being suspended on January 7, 2020. Ms. was notified via text on January 6, 2020 that her payment was due before 11:59 PM central time.
We contacted Ms. via email on February 21, 2020 and informed her of our findings. We further informed her that on December 13, 2019, a communication was placed on the cricketwireless.com/charges and fees page informing customers of the upcoming changes. Additionally, all customers received the following text message on December 16, 2019.
Effective January 31, 2020, the following changes will be made:
It's easy to make payments without an added fee through the myCricket app, My Account online or by enrolling in Auto Pay. On 1/31/2020, the payment fee for in-store, customer service, or automated phone system service payments increases from $3 to $4. That same day, we are also changing the Reactivation Fee for suspended accounts. It will apply the day after your payment due date. For multi-line accounts, the Reactivation Fee increases to $15. Visit www.cricketwireless.com/fees for complete details.
Cricket also sends reminders via text messages to Cricket customers notifying them of their bill due date both 3 days prior to the due date and on the due date.
We made an exception and provided Ms. a onetime credit for the reactivation fee. We also advised there is no longer a grace period. To avoid reactivation fees the bill must be paid on time.
We thank Ms. for her communication and trust that this explanation properly addresses her concern.
Regards,
Cricket Wireless, Customer Support
1025 Lenox Park Blvd NE
Atlanta, GA 30319
/BN
On February 3rd of 2020 I made our monthly payment through the Cricket app. there was some sort of malfunction with their app and my payment was taken back to back from my account. This was an error on their part not my part and they refuse to refund the second payment.
Product_Or_Service: LG //
Account_Number: XXX-XXX-XXXX
Other (Requires Explaination) I would like my $90 refunded immediately to my account since the error occurred on the company's end not my end. If I had been the one to cause the air I would understand however this was a technical issue with their app and I should not be penalized. I'm on a fixed income and they are basically keeping my money.
This correspondence is in response to a complaint filed by Ms. *** regarding Cricket Wireless. In her complaint, Ms. states that on February 3, 2020 she made two payments to Cricket Wireless in error. She is requesting a refund for the duplicate payment.
On February 13, 2020 we issued a refund back to Ms. original form of payment in the amount of S90.00 for the duplicate payment made on February 3, 2020.
We thank Ms. for her communication, and trust that this response properly addresses her complaint.
Regards,
Cricket Wireless, Customer Support
575 Morosgo Dr., NE
Atlanta, GA XXXXX
/KM
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you for your timely attention to this matter.
I am on a prepay plan with cricket phone company I just paid them 50$ on 02/03/2020 and they said I could pay the other 50$ in 7 days I called to pay the other 50$ a day after the 7th day and they said I had to pay 105.00$ to have services for a month I asked why and she said because the reactivating fee was included I said well what happened to my 50$ I just paid and she said it's for the 7 days and now I gotta pay for 30 days I explained that my bill is only 90$ a month so why is it that their asking for 105.00$ after I paid 50$ I said that's too much money. I said well can I just pay for one line and she said no you have to pay for both I asked her why I am on a prepay service I should only have to pay for what I want she said now not with their company I asked her so y'all making me pay for services I don't even want I'm not in a contract they said this is their policy I said is robbery they representative was trying to rush me off the phone and did not fully understand what I was saying now I feel like I'm robbed out of my Money
Product_Or_Service: LG /Lg/Bridge pay
Account_Number: XXX-XXX-XXXX
Other (Requires Explaination) I would like for either my bill to go back the way it was and my 50$ I paid be added to my bill
This correspondence is in response to a complaint filed by ***. In this complaint, Ms. expresses concerns over the amount she was charged after using Cricket's BridgePay payment extension option. She is requesting that the overpayment be applied to her bill.
Cricket's BridgePay program offers customers the option to split their monthly payment in two. After the initial payment is made the remainder of the bill is due within 7 days with the first day being the date that BridgePay is activated. If the second payment is missed the customers' bill cycle restarts and a full monthly payment is due. Applicable fees may also apply. Cricket sends reminders via text message on the date BridgePay is activated and the day before the second payment is due.
After Researching Ms. account, we found that she initiated BridgePay on February 3, 2020 making her second payment due by 11:59 pm CST on February 9, 2020. Ms. failed to make her second payment by this time, therefore, the account was suspended, and the bill cycle reset. Once a full payment was made the account was reactivated and she will receive a full month of service from that date. The initial BridgePay payment is applied to the 7 days of BridgePay service along with the BridgePay activation fee.
We thank Ms. for her communication and trust that this explanation properly addresses her concern.
Regards,
Cricket Wireless, Customer Support
1025 Lenox Park Blvd
Atlanta, GA 30319
/JL
My complaint is the Cricket Wireless log in system. I have been a member of cricket wireless for over two years now. About 6 months ago some weird activity began by me trying to log into my account. No matter what I would do my account password would not work. Neither would my option to reset the password. It would require for me to call the 1800 number and discuss with a rep. Once I would speak with a rep they would go over the same did you do this to reset or this and that and every time yes. Then a ticket would be submitted and I would have to wait for someone to call me back within 3 - 5 business days. Finally someone would call and have me reset my entire account and create a new log in and new passwords. This happens to me every month now. The same exact cycle. I can use quick pay to pay my bill or get into my account without having to call each month and have someone do whatever it is they need to do to give me the access. This is stressful, annoying and not right in any means. I should always have access to my account and I feel that is my customer right. I should not have to always call and get assistance because I can never get into my account anymore. No one ever explains why this keeps happening to me. I try and get answers and no one knows why this occurs. They just reset the account each and every month when I have to make my payment and call and wait on hold. This is not a business but an annoyance for me to have to do this all of the time.
Product_Or_Service: Apple /6S Plus/UNL Wireless service
Account_Number: XXX-XXX-XXXX
Other (Requires Explaination) they need to rectify the issue at hand and find put why it is that I have to go through this same exact process every single month when I go to pay my bill. It is stressful and time consuming. I should have easy quick access to my personal account and not have to call to have it wiped out each time I want to make a payment.
This correspondence is in reference to a complaint filed by Ms. Keller - Jordan regarding her account. Ms. Keller -Jordan states she that every month for the past 6 months she has had to reset her password *** the MyCricket app. She wants the issue resolved.
We were able to determine that there had been several password *** made on her account. We spoke to our technical support team who provided us a resolution.
We contacted Ms., and provided her that resolution to see if it worked for her and it did. She was able to access her account information.
We provided her with our direct callback information should she have any additional problems with the app.
We thank Ms. for allowing us the opportunity to assist her in this matter.
Regards,
Cricket Wireless
Customer Corporate Relations
575 Morosgo Dr. NE
Atlanta, GA XXXXX
/CE
I went to the Cricket store in New Martinsville WV and added a line to my service on 2/1/2020. The same day as my auto pay was credited to my account. The representative at the store took the 10.00 first months fee for the new line from auto pay amount instead of charging me on the store transaction (I believe this was done in error and not on purpose). This made my auto pay $10.00 short. On 2/2/2020 my account was suspended. On 2/3/2020 I contacted the Customer Care Line and was told I could go to the store and pay $10.33 or pay $25.33 over the phone with them to reactive my account and cover the first month fee. I opted to go to the store and pay $10.33. When I got to the store the manager recognized what had happen on the transaction, and explained it to me. She did not understand why the customer care person stated that I could pay only $10.33 at the store vs $25.33 to them. She was not authorized to reduce my payment and in addition I would need to pay $4.00 extra for paying the payment at the store, so to reactive my service I need to pay $29.33. I paid the bill and she told me to call the customer care line to straighten out the issue. When calling customer care the person said there was nothing they could do, they placed me on hold and talked with their supervisor. After talking with their supervisor he stated their was nothing they could do. I asked to talk with the supervisor and was placed on hold for 25-30 minutes, when the person come back on the line and told me to hang up and the supervisor were be calling me right back. After 20 minutes no call was received. I called again and requested to talk with supervisor - when the supervisor got on the line (after 15 minutes) she told me she could do nothing about my issue because I added the line at the store and not thru them. The store tells me to call customer care and customer care tell me to call the store.
Product_Or_Service: Apple /7S/Unlimited Cricket Core
Account_Number: XXX-XXX-XXXX
Other (Requires Explaination) I want to be refunded the $19.33 that I payed to reactivate my service which includes the store payment fee. The suspension of my account was due to the mistake of a Cricket employee and not me. I do not want a credit to my account because my auto pay will cover my month fees and I do not want a outstanding balance on my account.
This correspondence is in response to a complaint filed by ***. In this complaint, Ms. is requesting a refund for additional charges she paid when making her payment.
We researched Ms. account and noticed that a new line was added to her account on the same day that the transaction from her auto pay was occurring. This in turn - didn't provide enough funds for her monthly statement - therefore, her account was suspended. Because of this - Ms. incurred a reactivation fee and a customer assistance fee. She is asking for a refund for both.
We agreed to issue Ms. a credit for both of those incurred fees. We contacted Ms. on February 25, 2020 and advised her of findings. Ms. was happy with our resolution and had no further questions.
We thank Ms. for her communication and trust that this explanation properly addresses her concerns.
Regards,
Cricket Wireless, Customer Support
1025 Lenox Park Blvd, NE
Atlanta, GA XXXXX
/JL
Had my number changed a couple times unwanted calls every time I have to pay 15.00 just changed my number again on 1-30-20 as soon as my number was changed started getting all kinds of unwanted calls all times of day to the point really annoying and can't have it cause I work and get up really early and can't shut my phone off because I have kids so I called cricket wireless to notify them of this and new number they have me and all they want is another 15.00 for something they did give me a bad number why use I have to pay for something they did I talked to supervisor and nothing they asked for 15.00 you can't talk to this company all they care about is money not about customer concerns so upset not the first time this has happen with cricket wireless at least 3 times before same thing.
Product_Or_Service: Apple /8 plus /Everything plan
Account_Number: XXX-XXX-XXXX
Other (Requires Explaination) Change my number without fee I been charged plenty of times and refuse to pay for again because they gave me a bad number and it's a nightmare with all these unwanted calls .
This correspondence is in response to a complaint filed by ***. In this complaint, Mr. states that he is receiving unwanted calls despite changing his number multiple times. He is requesting that his number be changed free of charge.
We contacted Mr. on February 14, 2020 via the number on file. We provided Mr. a one-time credit for the number change fee, and processed a number change, per his request.
We advised Mr. that once the number is changed, we cannot guarantee that he will not receive unwanted calls. Mr. stated that he understood.
We thank Mr. for his communication and trust that this explanation properly addresses his concern.
Regards,
Cricket Wireless, Customer Support
1025 Lenox Park Blvd NE
Atlanta, GA XXXXX
/BN
(The consumer indicated he/she ACCEPTED the response from the business.)
The manager Brenda was awesome and understanding she took care of the problem I really appreciate her honesty and kindness she's first class all the way thanks again for you help.
I want to port in a new number.
I want to port in a new number to cricket wireless and affiliate of ATT. The number is a safelink number that at one point in time was an ATT number. The number by no fault of my own was ever transferred from ATT to another carrier. I just so happen to be given this number from safelink. Now that I have some money I was looking to upgrade to a new phone company and get a new phone I cannot because ATT/ Cricket Wireless won't honor there online promotion for importing a new phone number. Just because I happen to get a recycled phone number from ATT I am being penalized.
I want Cricket Wireless to honor there online promotion.
This correspondence is in response to a complaint filed by ***. In this complaint, Mr. states he tried to port over a number to qualify for the promotional offer. When he processed the order, the system would not provide the offer that was running at the time.
We contacted Mr. on February 21,2020, who stated he tried to also process the port instore, but they were not successful. I provided Mr. with a resolution to port and add the device but to make sure he meets all the requirements of the deal. The requirements are to port in a new number and sign up for the $60.00 rate plan. We provided the resolution of refunding the differential of the promotion. Mr. stated that he will let us know when he will add the line and make the purchase.
We have attempted to contact Mr. via email on February 27,2020 and March 3, 2020 to see if he has decided on his purchase or placed the order. We have not received a response from Mr.. At this time, we cannot provide the resolution that we offered.
We thank Mr. for his communication and trust that this explanation properly addresses her complaint.
Regards,
Cricket Wireless, Customer Support
1025 Lenox Park Blvd, NE
Atlanta, GA XXXXX
/GR