Cricket Wireless

I had been a Cricket customer since 2014. I purchased a new iPhone in October; I was also preparing to move to East Asia for the following year. When purchasing my phone, I made it clear to the employees assisting me that I would need my device unlocked, as I would be in a foreign country and would still need service of some kind. After I arrive to my destination I find that my phone is locked and cannot be unlocked until it has been in use under that network for six months. My mother, who was the primary account holder for service, had been in contact with Cricket personnel several times. Even after she reiterated my special circumstances they remained unyielding. In January she switched carriers, as there was no need to pay for unavailable service. After finding that my phone was still unlocked, she contacted Cricket about the issue and was informed that she would have to return to Cricket and pay for at least two more months of service before they would consider unlocking my device. My mother cannot access any past statements through her old Cricket online account because it has been deactivated. I contacted Cricket myself and was told that I cannot receive an unlock code because I am no longer with them, so I have a phone that is paid in full and cannot be used under any carrier because Cricket refuses to be consistent and fair. My dealings with Cricket clearly show they are acting unethically, which is made evident by their inconsistency and attempted extortion. I have received varying answers from them regarding my circumstance, and yet none of their responses involves a viable solution. I tried calling corporate directly and could not be transferred to them, so I have emailed them and am awaiting a response.
Product_Or_Service: Apple /iPhone 11/
Account_Number: XXX-XXX-XXXX

My cell phone service is with Cricket Wireless. Every month on the 6th my cell phone service is suspended and the service is turn off at 3 a.m. on the 6th of each month. I always pay the bill between 6am to 9am without any extra fees. On 02/06/2020 Cricket Charge me an extra $5 fee for reactivation. The reactivation fee states that if the bill is past due 2 to 29 days a $5 fee will apply. My service was just discounted this morning 02/06/20 after 3am. When I asked the supervisor name Ingrid explained to me why Cricket is charging me a $5 fee extra when I am with the 24 hours time frame not 2-29 days time frame. She said the activation fee was something else and could not explained herself. This is why I would like to file a complaint against Cricket Wireless because I feels as though this is total illegal to charge their customer these fees when they are within the time frame stated on Cricket Wireless website under my billing profile. My bill is normally $50 a month but this time I had to pay $55 to turn my phone back on today.
Product_Or_Service: LG //
Account_Number: XXX-XXX-XXXX

I went to cricket to port over my phone number and get a new iPhone 6s on a promo. Many hours later the store Rep Laura was able to do a port, but she ported over an incorrect phone number. She instantly denied the mistake and refused to acknowledge it. She said she ported the number we provided. Clearly she made a mistake because she called me twice before the transaction proving we supplied the correct number.

After now nine calls to customer service, three visits to the store, two trips to the bank, 6 failed attempts to get in contact with management just for her to tell me 'sorry there is nothing we can do'; I am stuck with a locked phone, out $151.61, with no services provided, no apology from the store, no help from management, and no refund.

I am not giving up, I have files 2 complaints and will continue until I either receive proper service as I have paid for or until I get my money back. The rep clearly and obviously made a mistake and expected me to pay an additional $80 to fix it!

I called again today to hear from customer service that I have to start a new dispute all over again for the money I spent not to be a total loss. The store still offered now help, no refund, no service, no compensation, and overall zero care whatsoever.

The rep messed up and it cost the me as the customer $151.61 for nothing in return. In short they took my money and told me there was nothing I can do about it.
Product_Or_Service: Apple /6s/
Account_Number: XXX-XXX-XXXX

Not happy with Cricket. I am 2 hours late paying my bill and they added a $15 fee for TWO HOURS? If I would have known that I would have paid earlier.

I called to check on status on my phone line since I've been going threw a hard ship I have not been able to pay my cell phone service I did speak with someone at cricket but I don't recall having been told I had a curtain amount of time to pay an wouldn't be anle to reconnect my sevice with my same number I asked to speak with a supervisor and had a representative pose as he was the correct person to speak with u ask for the. Corporate number but it wasn't give to me or any information .
Product_Or_Service: Nokia /3.1/Unlimited talk text and web
Account_Number: XXX-XXX-XXXX

On 2/1/20,I went into Cricket Wireless at:951 Liberty Ave Pgh.,PA 15222 to obtain new service & cell phone. I explained to the employee that the present phone I was using has been hacked and needed safe replacement. Also,requested $30 phone plan not the $55 unlimited plan. I spent over an 1 hour in the store with no one else there while establishing service. I told the guy I was starving, had not eaten in 2 days & I'd come back after I eat. He wanted me to leave my drivers license with him and I refused. He said it would only take a few minutes which it normally does to get a simple, no contract cell phone. I agreed to stay & establish service on a new phone through Cricket Wireless. I was charged $55 for service and told it was my $30 plan plus fees & discounts. I went online and saw the man put me in the unlimited $55 plan, not what I requested and after leaving,there was no receipt in the bag. I was never offered a receipt by the store for the charge to my credit card.Also, left the Cricket Wireless Store with a hacked phone. On my Cricket Account, the man put some outrages email address that wasn't mine and the phone numbers in the phone were pointing to a completely unknown number. I can't make calls, send certain text messages/never receive replies, and always getting internet unsecured warnings and never had these problems with phones that are not hacked. I want my money back and to return this hacked phone.
Product_Or_Service: LG /Escape Plus/Unlimited
Account_Number: XXX-XXX-XXXX

I called this location before I went to make sure there was a way to avoid paying a $25 activation fee and I was lied to.
I went to this location February 1st 10:15 a.m. I am just now leaving. I called jakia and I asked was there a way to avoid paying the $25 activation fee. She said yes if I buy an accessory because the store was having an event today. I was using Progressive leasing to purchase my phone and accessory. When it was time to pay I noticed that my total was $87. Confused I paid anyway and I said hold up you told me that if I bought an accessory I didn't have to pay for the activation fee. Jakia said oh why but I don't think I can do anything about that. She then called I guess Bianca is the manager. Bianca came to the register and said well I just am is not set up to give you your money back we would just cancel the order you will not get your money back for the month of service and you will lose the $25 activation fee. I said I don't understand this was not my mistake I already explained to jakia what I was coming in for so I lose $35 for someone else's mistake. I told the young lady Bianca to cancel the the contract. She reiterated you're not getting your money back with a very unprofessional and rude attitude. I begin to get highly upset very upset and I said it is time for me to leave the store let me walk away because I'm not losing my money for the workers mistake. I do have recording of the conversation and I do not mind playing it for the corporate office.

This complaint is towards the phone representatives at the Cricket call center and not against the store representatives who tried to assist me.

I opened an account on 1/30/20 at 10:09AM CST at a 3rd party Cricket dealer named MobileLink on 5400 N. Ware Rd. Ste 30 McAllen Tx. XXXXX and paid $82.06 with a Chase Debit card (could not provide transaction code due to system block). I realized I had made an error in the package after informing the person who referred me of the final price I had paid. I visited another Cricket store who was a corporate store located at 2300 W. Nolana Ave McAllen Tx XXXXX since I was eating nearby. I informed them of the price I was quoted and they mentioned that I was given a different package since I had decided not to port my number and that the price of 40 for the unl was only offered to those porting. I proceeded to port my number (I am not allowed to enter the number since the system thinks it is a social security number but it can be provided if asked) with a representative named Gabriel with a charge of $40 and was told to contact previous store to void the transaction. I went to back to the previous store and spoke to Manager Eloy (who had created my transaction originally) and was told to contact the customer service number to cancel and to get a refund since the store was a 3rd party and did not have the capability to do so. All of this was standard procedure...until I called customer service for Cricket. I called at 1:42PM CST and spoke to 'Irish? (could not list call transaction code since system believes it is a social security number) which stated she could cancel and issue a refund but that she would not be able to since I paid cash. I did not pay cash and informed her of the transaction that showed I paid with a debit card and she stated she could not look up transaction IDs. I drove to back to MobileLink with the Cricket phone representative on the line and he verified for her that the transaction was indeed made with a debit card. She then proceeded to inform us that they could not process the refund despite stating previously she could and that the 3rd party retailer, despite having no access to their system, should be able to. We asked to speak to her manager, Jofin, who changed the narrative and now stated that I had to contact my bank to get a refund since they don't do refunds at all. I know many people with Cricket that can provide documentation that refunds can be provided over the phone. I got home and my account, the one Irish said she could cancel, was still active so I logged in to their chat at 3:40PM CST and Wilmer told me that they don't cancel accounts that I could just not pay for a month and the service would cancel itself and that it 'would not hurt my credit'. I asked him to check the transaction ID that I provided for my debit charge and he was able to search for transactions (albeit provided wrong transaction information to me). So Irish lied about cancelling my account and about being able to search by transaction. Wilmer lied about being able to cancel the account and Jofin lied about refunds. I believe that this shady mishandling of the situation is unethical and possibly fraudulent. I have never been provided so much misinformation in my life. I feel bad for the representatives at the store who spent 4 hours trying to assist me and who knew what the processes were but were told nothing could be done by phone representatives trying to keep their quotas by not canceling or refunding. I am thus writing this grievance in order to get assistance to get my erroneous account cancelled, voided, and refunded since I already have an account that was correctly issued and ported.
Product_Or_Service: Samsung /Own Phone/55UNLCORE
Account_Number: XXX-XXX-XXXX

I called Cricket wireless today to reset my password because I could not do so online. Instead of helping me the rep deceitful shut down my services.
When I called cricket because I could not reset my password online I had to give the rep my 4 digit pin code my phone number and my name. She knew it was the correct person. I explained I was in a hurry and all I needed her to do was reset my password because I should not have to be calling in, in the first place. I asked the rep to hurry and reset my password because I had to get off the phone. She mentioned I had to download the app and kept asking me questions. After disconnecting from the call, the rep deceitfully suspended my services even though I am paid up on my account and there was no reason for them to be suspended.I have had cricket for 18 YEARS and should not be treated like *** because I have an agent that wants to mistreat me and BREACH CONTRACT. This is a breach of contract because you suspended services that were paid for. It's not my fault you use outsourcing and don't offer proper training to your agents not to mistreat people because they feel like it. Since there was a breach of contract and you cancelled my services even though they were paid SINCE my account is on an Automatic Debit. This is ludicrous and I should not have to waste my time contacting the company because of unethical practices.

Service is spotty told they will cut me off paying for unlimited the old bait and switch illegal gonna get in touch with ftc next terrible service spotty internet
Product_Or_Service: Motorola /G7/Unlimited
Account_Number: XXX-XXX-XXXX

I did as told by lady I purchased phone from after trouble shooting to make complaint with warranty department and they would switch phones out.
I purchased 2 Alcatel onyx phones. When we got them we realized that we cannot receive or send mms messages. So we let the clerk know she trouble shot it and so did her boss she told us to contact 611 as I did. They could not get it and told us to call warranty department we did and have info they expect us to go 2 days without a phone till they can ship it. The clerk at store told us once we did this she could look it up and either give us loaner phone or a new one and they would just have replacement sent to them. Now we're getting run around. I am not comfortable just shipping these back not knowing what type of phone they are shipping us considering I paid a decent amount for these phones so I am not interested in something of less value or won't do what I need it to do.

Initially we called concerned about why our plan had 2 protection plan on one line. Protect and protect plus. They failed to inform us it was correct just the website was portraying it inaccurate.it said line 2 $60.00+ $10 protect plus+$7 protect total $77. We asked to have plus taken off because the guy informed us it was and added feature that gave us tech support and storage he tool off the insurance and they refused to put it back on in the same call. Ever since they have turned my husband phone off everyday for the last 10 days 3 or 4 times a day. Firzt it was reported lost and put on block list 7 days later we find out it was not even reported that we wanted it removed we have been on the phone with crickey 30 minutes to 3 hours several times a day. They gave us a credit of 10 for taking off the insurance they took $10 back for hot spot. My plan comes with 15g of hot spot I havent even used 3 yet. Now they are saying it suppose to be off for the next 3 days. They stole our insurance, they stole our credit of $10, we have lost service and unable to utilze phone service for 10 days, they stole time from us hours on the phone wasted we cannot get back, now 3 more days with no service. My husvand cell phone is his business phone we have lost jobs and money and time. Cricket owes us. We prepayed for our service. This is wrong somebody needs to do something about these peoplw
Product_Or_Service: LG //Unlimited
Account_Number: XXX-XXX-XXXX

On the 01/25/20 I went into the Cricket store to have 1 line shut off and they shut the wrong one off
On January 25th 20/20 I went to the Cricket store in Antioch California and asked to have one of my lines shut off out of the three that I have with them I was told that would be no problem I went home and my phone didn't work so I called them that and I let them know that they shut the wrong line off I told my phone would be back on in 24 hours that they open investigation it is now the 29th and I've called them everyday it's still my phone has yet to be turned back on the line that they were supposed to shut off is still on but I no longer have that device or chip

I called in to close a line on my account and wasn't informed until after it was closed that I wouldn't get a refund for the recent charge.
In regards to my phone # XXX-XXX-XXXX, I was just charged $70 on Saturday and haven't used it since then. I called today to cancel the line because I was thinking about switching to another carrier. The CS Rep canceled it immediately without any kind of warning, then when I asked how much of a refund I would be getting I was told no refunds are possible. When I said I would have kept my line open for the month I just paid for if he had told me that, the response was just "sorry, no refunds allowed." It's ridiculous, first of all, that I can't get a refund; and second, that he didn't issue a warning before he closed my line.

AccountType: Residential
AccountNumber: XXXXXXXXX
Can by Reached Number: XXX-XXX-XXXX
Wireless Number: XXX-XXX-XXXX
Consent to share info: Yes
Customer service representative named John was very rude on the phone!!!! I called in and asked about a sim card that was supposedly sent out to me and I should have received today and it has not came yet so I was inquiring about it. She never verified that I was who I said I was and then after giving her the order number I asked could we get the $9.99 credited to the account and I can go into the store and pick one up since I already ordered one and then they wouldn't have to send it out basically since UPS hasn't picked it up yet anyway she said no it wasn't possible and I need to re-read the terms and conditions which has nothing to do with whether or not it was shipped out yet or not. I then asked to speak with her supervisor and she told me that she would transfer me to her supervisor and it was no point she was going to tell me the same thing and again I need to re-read the terms and conditions on the account and that way it would be known how long it would take to get the sim card. John also told me that it would be an additional 1-2 days for the sim card to get to me so my question is why on the email that was sent to me it states next business day shipping and I have already paid for the service so why am I having to wait an additional 1-2 days. She said again about the terms and conditions and that has nothing to do with the sim card the terms and conditions is for the service that you agree to with Cricket Wireless it has absolutely nothing to do with the sim card being sent out to me. I asked to speak with the supervisor and she put me on hold 3 minutes after speaking with her and I was on hold for 37 minutes and she kept on coming back and forth on the phone to check and see if I was on the line after about 20 minutes she came back on the line and said her supervisor was on another call and it would be a few more minutes and when it hit 40 minutes she said that her supervisor would call me back in 10-15 minutes because she was on another call at the time. Im not sure who this lady name John is or whatever her name is but she does not need her job and someone needs to reteach her customer service. They always say customers are always right and this is not true but when it comes to customer service and a customer calling in about money they spent and are awaiting a product then customer service is very important. To make matters worse the person that is waiting on this sim card is coming from Boost Mobile and how do you think they feel right now? How does Cricket look to them right now? Cricket looks horrible because they are not upholding their word to this new customer and I just added a line last week and the sim card most definitely came the next business day and I always get them on time. However, I found out that John is a male and not female as he sounded but he was rude and he does not need to talk to customers as he does.

Cricket Wireless lost my phone number of ten years
After switching from a reputable cellular carrier to Cricket Wireless, 4 lines, After two years of sub satisfactory service, I requested one of my lines have the number changed. They charged $15 for this service. They repeated the number I requested to be changed and read it back correctly, however that is not the number they changed. They in fact changed the primary number, also my business phone number of ten years for *** Painting Company. I immediately told her she had changed the wrong number and she explained there was absolutely nothing that could be done. I spent several days speaking with Cricket Wireless customer service agents only to be told contradicting statements and given false information. They offered no apology, no refund, nothing. I have since been in the process of changing all the phone numbers with my marketing agents, vehicle advertising, and other marketing materials such as clothing, business cards, flyers, pens etc, as the number associated with my business is no longer in service due to incompetent customer service. The two new phones I purchased at from cricket were not able to be returned as they have a zero return policy period.

I recently purchased an iPhone for my son along with accessories and when I got home headphones that I had purchased where not working so I decided to go into the store with my receipt and ask for a replacement since I had just purchased and the assistant manager rudely says she is refusing me service and that she had checked her cameras and that headphones should be working fine and denied me a refund or a replacement headphones and still had the nerve to tell he she was still charging me the $100 for the headphones on to my account and was refusing me service because she was the assistant manger and could do so if she liked
Product_Or_Service: Apple /iPhone 6s/Unlimited
Account_Number: XXX-XXX-XXXX

On January 21, 2020 I went into an Official Cricket Wireless authorized dealer to take advantage of the IPhone 6s 32GB promotion and to be qualified for the phone; you have to have a new account and you have to port in your current phone number from a different carrier. I decided to port over my Boost Mobile one number to Cricket and the sales person was helpful although when I requested to change my phone number during activation she said there will be a $15.00 number change fee. From my understanding and what I've read on the actual Cricket wireless website; your account must be active, you cannot change to a vanity or toll-free number and you will be charged a $15 number fee. (THIS DOES NOT APPLY TO NEW CUSTOMERS WHO TRANSFER A NUMBER FROM ANOTHER CARRIER AT THE TIME OF ACTIVATION.

Also on the Cricket wireless website there is a list of charges and fees explaining in full details about each transaction the desperation of and how much.

In my case I am a NEW CUSTOMER WHO PORTED IN MY PHONE NUMBER FROM A DIFFERENT CARRIER as stated under the list of changes and fees
Cricket Mobile Number Change Fee $15.00 ; 'Applies if you're a CURRENT cricket customer and you change your phone number. (DOES NOT APPLY TO NEW CUSTOMERS WHO TRANSFER A NUMBER FROM A ANOTHER CARRIER AT THE TIME OF ACTIVATION)

To me that sounds like if you are new to their cellular service and within guidelines, you are eligible to get a new phone number if requested without being Charged like an existing customer.
I spoke to 3 different customer service representatives and they were rude, I knowledgeable of their company's rules and regulations. When I requested for their superior, one lady hung up and her name was 'RC? then the second lady wasn't as bad but still couldn't help me when proof was shown and her English was not that clear but she was able to get a manager on duty and she also seem to not know about the company's policies and values. I am a new customer but tomorrow I will be getting my money back
Product_Or_Service: Apple /iPhone 6s 32 gb A1666/60UNLMORE
Account_Number: XXX-XXX-XXXX

Data throttled back so far service is unusable.cricket throttles back my data starting about 6am cst. From 6am till 9pm my phone service is unusable. Apps don't update, links don't load, downloading any thing is impossible because connections always time out. Scrolling Facook is impossible because NO IMAGES will load. Sending emails is a nightmare. Forget about usING GPS during the day. I'm supposed to have highspeed data for the 1st 22gb but my data is always throttled a quick speed test puts be a less than 8mb per second
Product_Or_Service: Samsung /Note 2/Unlimited
Account_Number: XXX-XXX-XXXX

Cricket allowed an unauthorized person who did not know the account pin number to turn the line back on twice and allowed him to change my pin number.
I've been a cricket customer for years. I had 4 lines on my account. I suspended 1 line. After the line was suspended Cricket allowed someone to turn to turn it back on without knowing the account pin. They also did not notify me of the account changes. After a couple of months I happened to log into my ap and notice the line was turned back on. I again called and suspended the line. Within 8 hours the line was turned back on. Again without asking for the account pin number. After numerous calls. After speaking with multiple supervisors. Every one of them informed me that anyone can make changes to my account. That they have a right to change anything they want. I asked how that is possible if they don't have the pin number. I was told that if anyone calls from a number listed on my account they have the right to change anything. They then asked for my pin number. I gave it to them and was informed that it had been changed and I would need it now to make account changes. I hung up and called back, told them I couldn't remember my pin. They asked me the answer to my security question. That had been changed too apparently. I told them I couldn't temember it. Sure enough, without verifying anything but my name they tected me a temporary pin. Once I gave it to them they changed the security question answer and my pin. I've now been paying for a phone that has been suspended twice. At this point I'm being held hostage by Cricket to pay for a line that I can't seem to keep suspended. How is this legal? I was never told that everyone with a phone on my account has the right to lock me out of it. Yet because my name is on the account I'm still responsible for the bill. This is ridicules and good good business. Cricket had never asked for a pin from myself or anyone else nefore making changes. What is the account pin for?