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 have most recently spoken to Dawn - XXXXXXX and Eric - XXXXXXX on a forth attempt at resolving an issue.
I activated service with cricket in July 2019 for my niece. In September the phone that I purchased for my niece was lost. I called Cricket to report the phone lost/stolen and the number was placed on a blocked number list. A few days later the phone was found so I called customer service to restore the number. I was told that the number and service would be restored in two business days. However, the service was not restored. I called customer service a 2nd time and was told that the number was not taken off of the blocked list and that was why the service was not restored. The customer service representative informed me that the service would be restored in two business days. Again, the service was not restored. When I called customer service a 4th time I spoke with Eric (XXXXXXX) I was told that the number was taken off of the blocked list but that I would need to pay a $15 activation fee because of the amount of time that the phone was not in service. I informed Eric that it was unfair to pay a $15 activation fee when I have had to call so many times about the issue of the phone number not being taken off of the blocked list. I then spoke with the supervisor Dawn (XXXXXXX) who was also unwilling to either waive the $15 reactivation fee or credit the account $15 for the next bill cycle.
As a paying customer, I find the lack of customer satisfaction from the call center employees to be unsavory. If this issue were handled appropriately from my initial phone call there would be no issue of a reactivation fee. I am disappointed and feel that this behavior is predatory against customers.
Product_Or_Service: Samsung //
Account_Number: XXX-XXX-XXXX
Other (Requires Explaination) I would like for this issue to be resolved by Cricket waiving the $15 reactivation fee or crediting my account $15 for the next bill cycle.
This correspondence is in response to a complaint filed by ***. In the complaint, Ms. states that due to issues with her device, she was incorrectly charged a one-time activation fee and is requesting a refund and credit towards her next billing cycle.
We contacted Ms. on December 23, 2019. We informed her that we are unable to give a refund on charges, per the terms below. We also are unable to refund nor credit future charges on a cancelled account.
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.
We thank Ms. for her communication and trust that this explanation properly addresses her rebuttal.
Regards,
Cricket Wireless, Customer Support
1025 Lenox Park Blvd
Atlanta, Georgia, 30319
/RM
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept this response because my complaint has not been properly addressed. My account was improperly handled by customer service representatives. When I called to resolve the issue in October the phone number was suppose to be restored and was not. This is the reason the line was disconnected. This was a mistake or oversight from a Cricket customer service representative. It is unacceptable to be charged for the mistake made on Cricket's behalf.
January 9, 2020
Revdex.com
Online Complaint
Complaint No: XXXXXXXX
Re: ***
Dear Sir/Madam,
This correspondence is in response to a rebuttal filed by ***. In the rebuttal, Ms. states that her device was not removed from the blocklist when initially requested. She is requesting a refund of $15.00.
We initially contacted Ms. on December 23, 2019. We informed her that we are unable to give a refund on charges, per the terms below. Ms. account is currently canceled, however, should she wish to reactivate her service we will make a one-time exception to our policy and issue a $15.00 credit to her account. Should Ms. wish to resume her Cricket Wireless service, or should she have any questions or concerns regarding this matter she *** contact Ron Monteilh at XXX-XXX-XXXX.
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.
We thank Ms. for her communication and trust that this explanation properly addresses her rebuttal.
Regards,
Cricket Wireless, Customer Support
1025 Lenox Park Blvd
Atlanta, Georgia, 30319
/RM
I was not told accurate information and when I tried to return device representative told me it's to late and I'm stuck with the phone. Those were her exact words
Product_Or_Service: Samsung /S10/Progressive lease
Account_Number: XXX-XXX-XXXX
Other (Requires Explaination) I would prefer to have it where she said I would be charged one 84 dollar payment a month plus my phone bill.
This correspondence is in reference to a complaint filed by Mr. *** regarding inaccurate information and his inability to return his device.
We researched his account and found that Mr. agreed to a lease payment agreement with Progressive Lease for his device.
We attempted to contacted Mr. to gain a better understanding of his complaint and provide him with our findings, however those attempts proved unsuccessful.
We left our contact information, Brenda with Cricket Wireless Corporate Office should Mr. want to further discuss his complaint.
We thank Mr. for allowing us an opportunity to assist him in this matter.
Regards,
Cricket Wireless
Customer Corporate Relations
1025 Lenox Park Blvd NE
Brookhaven, GA XXXXX
/BN
I didnt receive any call
This correspondence is in response to a complaint filed by Mr. *** regarding inaccurate information he received from a Cricket Wireless Authorized Retailer and his inability to return his device.
We researched Mr.' account and found that he agreed to a lease payment agreement with Progressive Leasing for his device. Customers who wish to return leased devices after Cricket's 7-day return period should contact Progressive directly at 1-844-772-7425.
After receiving his initial complaint, we attempted to contact Mr. at the number he provided (806-252-8417) on December 12, December 19, and December 23, 2019. We again attempted to contact him after receiving his rebuttal on January 22, January 24, and January 28, 2020, however, those attempts proved unsuccessful.
Should Mr. wish to discuss his complaint further, he may contact Brenda, Cricket Wireless Corporate Escalations Manager, at ***.
We thank Mr. for allowing us an opportunity to assist him in this matter.
Regards,
Cricket Wireless
Customer Corporate Relations
1025 Lenox Park Blvd NE
Atlanta, GA 30319
/BN
My phone number was ported to AT&T without my knowledge at 4 a.m. on November 14. When I called Cricket I was told that I was going to get my service back within 2-3 days and they were investigating this because this is a fraudulent case. I called once a week to get an update and still nothing. Not to mention when I called they said they would call me back from my fiances number (which they never did). I always had to call myself. I gave up on the case and asked for either a refund of the 55 dollars I spent on November 12th for that billing cycle, or I asked if they could just open a completely new account for me because I still like Cricket (hence the reason I've been with them for 5 years). They told me my best option was to open a new account out of pocket and there was nothing they could do to give me service. I just got out of the Navy, I am looking for jobs, I need my phone service. They did not care and they told me they would call me back. I asked for the number to AT&T and they gave me a fraudulent AT&T customer service number.
Product_Or_Service: Apple /6s/Unlimited talk/ text/ data
Account_Number: XXX-XXX-XXXX
Other (Requires Explaination) I would like my service back whether they give me a new account or they get my phone number back.
This correspondence is in reference to a complaint filed by ***. In this complaint, Ms. states that her number was ported out with out her consent. She is requesting her number back or have a new account created.
We attempted to contact Ms. and we were unsuccessful. For that reason, we are unable to provide a resolution at this time. We were able to leave a voicemail with information on how to reach us. Should Ms. have any questions or concerns regarding this matter, she can contact Jaime Lopez at the number provided.
We thank Ms. for her communication and look forward to speaking with her soon.
Regards,
Cricket Wireless, Customer Support
1025 Lenox Park Blvd, NE
Atlanta, GA 30319
/JL
(The consumer indicated he/she DID NOT accept the response from the business.)
I did end up recovering my number well before the response to this complaint. My number was recovered after I complained on Twitter. No one ever contacted me and I have no voicemails. I did have to pay for service as well.
January 13, 2020
Revdex.com
Online Complaint
Complaint No: XXXXXXXX
Re: ***
Dear Sir/Madam,
This correspondence is in response to a rebuttal filed by ***. In this complaint, Ms. states that her number has been ported back but that she had to pay for service.
We attempted to contact Ms. on the numbers provided on January 13, 2020, January 14, 2020 and January 15, 2020 and we were unsuccessful. We provided our contact information should Ms. have any additional questions or concerns, she can reach Jaime with Cricket Wireless Corporate office at the number provided.
We thank Ms. for her communication and look forward to assisting her.
Regards,
Cricket Wireless, Customer Support
1025 Lenox Park Blvd, NE
Atlanta, GA XXXXX
/JL
On November the 22nd I went to Y&S Immokalee llc to purchase a phone and I bought $20 dollar phone pulse the first month. I went back within the seven days return policy and I was told I can't get any money back for the phone because they are a prepaid retailer. Since I couldn't get any money back I left the phone. I told my father about the situation at hand and he was like he wanted the phone so he went back there the day after thanksgiving and ask if he could get the phone I returned the manager at the time told him that she threw the phone away. But I wanted to know if the phone was throwing away why is it still active on my account when she was supposed to deactivate it.
Account_Number: XXX-XXX-XXXX
Other (Requires Explaination) I would like my money back or the phone that is still active on my account.
December 30, 2019
Revdex.com
Online Complaint
Complaint No: XXXXXXXX
Re: ***
Dear Sir/Madam,
This correspondence is in reference to a complaint filed by ***. In this complaint, Ms. states that she purchased a new device at an Authorize Cricket Store and attempted to return. She was advised that she was not able to return the device and is asking for a refund.
We attempted to contact Ms. and we were unsuccessful. For that reason, we are unable to provide a resolution at this time. We were able to leave a voicemail with information on how to reach us. Should Ms. have any questions or concerns regarding this matter, she can contact Jaime Lopez at the number provided.
We thank Ms. for her communication and look forward to speaking with her soon.
Regards,
Cricket Wireless, Customer Support
1025 Lenox Park Blvd, NE
Atlanta, GA XXXXX
/JL
I have been through this a couple of years ago. In using cricket,apparently you cannot use the decimal on the quick pay. I had to pay 40 dollars to finish out my bridge pay,however it wouldn't let me add the needed change amounts in order to make it exactly 40. It came out to 39 after a hour of trying to pay via phone and via the quick pay. I paid in increments of 27,3,and 9 dollars. I assumed since it was just a dollar that I could pay the next morning when I could find someone with a dollar on their debit card,since I had asked several people and no one got paid until later in the week and my attempts were unsuccessful. I woke up to my line being off and in further talks,I was assured that I was okay with paying a 3 dollar service fee and the dollar I owed. I literally had to go to my sister's job at the school where she is a teacher just to get a debit card for 4 dollars due to the fact that I had a tele conference for my child's insurance at 8:30 am and I had a dr appt I had to run my son to at 10 and I needed a phone. I paid the 4 dollars and my service was guaranteed until my birthday (January 3). I wake up this morning trying to make a phone call and my service was cut off. I have spoken to several people who keep stating different prices that I 'owe? and I keep telling them that my request for service to be turned back on was approved with the 4 dollars I paid. So basically,I am cut off one more time.
Product_Or_Service: Apple /IPhone 7 Plus /Unlimited multiple lines
Account_Number: XXX-XXX-XXXX
Other (Requires Explaination) I want to be contacted by the highest up possible person available. I don't want anyone else going through this nor rude customer service!
This correspondence is in response to a complaint filed by Ms. ***. In the complaint, Ms. informs us that she was $1short in paying the remainder of her bridge pay agreement. She felt her service should not have been interrupted.
We contacted Ms., who advised us that she attempted to make the payment online, but she wasn't able to use the decimal point to add the change with her payments.
We advised her that the reason that her service was interrupted was due to us not receiving the full balance owed for the bridge payment. We also advised her that we will look into her complaint regarding not being able to use the decimal point when processing a payment online.
We thank Ms. for bringing this to our attention and allowing us the opportunity to assist her.
Regards,
Cricket Wireless, Customer Support
1025 Lenox Park Blvd NE
Atlanta, GA XXXXX
/CE
I called Cricket Dec 3,2019. I asked to have the phone #XXX-XXX-XXXX disconnected at the end of service date. I had already paid for the month ending Dec 18, 2019. The Cricket representitve immediately cancel the phone by mistake. I have paid for the service and asked them to turn the phone back on and they refuse. I would like to use the service I have already paid for and they do not care. Cricket will not turn the phone back on and will not refund my money.
Product_Or_Service: Samsung /galaxy 7/5gb unlimited usage
Account_Number: XXX-XXX-XXXX
Other (Requires Explaination) The phone be immediately turned back on or my money refunded.
This correspondence is in response to a complaint filed by ***. In this complaint, Ms. states that a line was cancelled on her account and requested a refund and re-activation for that telephone number.
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.
We have reviewed Ms. account and have attempted to reach her regarding this complaint on December 23, 2019 as well as December 24 and 30, 2019. Notwithstanding the policy above, we made a one-time exception to credit Ms. for her prorated charges. We also re-activated the line in question per her request; however, she later stated that she did not want the telephone number to be re-activated. If Ms. still requires assistance with her complaint, she may contact Ron, Cricket Wireless Corporate Escalations Manager, at XXX-XXX-XXXX. She may also contact her target wireless provider and comply with their policies to re-retrieve the number.
We thank Ms. for communicating with us and trust that this explanation properly addresses all concerns.
Regards,
Cricket Wireless, Customer Support
1025 Lenox Park Blvd, Atlanta, Georgia, 30326
/RM
(The consumer indicated he/she ACCEPTED the response from the business.)
Cricket did turn the phone # back on ,but not immediatly . They reactivated it Dec 23. and lied saying it was suspended even Ron"s email says it was reactivated. They charged during the time they say the phone was suspended not canceled. When I did not
pay this made up suspension charge they suspended my phone # and demanded suspension cnarges be paid before they would do anything with my phone#. they shut my phone off Dec 23 through
Christmas these rats.
I had $40.00 on my account to pay for my phone# they used it and then when I called and talked to 3 differnt supervisors they said they could not see my $40.00 payment. I went into cricket wireless in Eagle Ak. JEANNETTE messaged online for two hours. teaching the suprvisor where the billing history spreadsheet was and how to read it. When he saw Cricket's mistake he turned my phone back on. Ron sent me an email Dec 23 turning my sons phone # back on. He asked me to respond and I did that day and I never heard from him again. Hes no escalation manager he does not respond. He's Passive agressive . My son could not go without a phone from Dec 3 - Dec 23 when cricket canceled his phone he got a new carrier and phone # 2 days later. Ron could have emailed and asked about reactivating this number ,but he just did it and made up charges. JEANETTE worked had to fix this she immediatly saw my $40.00 payment in my billing history and that it had paid my phone bill. There were no other charges. THANK YOU Jeannette.
My number was illegally ported to another carrier (Tracfone) on 10/15/2019. I have still not gotten the number back. Cricket Wireless is not doing anything about the issue. I call every week and am always told the same thing, the matter is under investigation. I would like my number back.
Product_Or_Service: Motorola /MotoG5/
Account_Number: XXX-XXX-XXXX
Other (Requires Explaination) I would like my number ported back to my phone
This correspondence is in response to a complaint filed by Mr. ***. In the complaint, Mr. informs us that his phone number was ported to a different provider without his authorization. He states that he has attempted to get this issue resolved but was unsuccessful.
We attempted to contacted Mr., but we were unsuccessful in speaking to him. We need to speak with him before we can offer a solution.
Should Mr. want to further discuss his complaint, he may contact Chiquitta with Cricket Wireless Corporate Office at XXX-XXX-XXXX or at the email address provided.
We thank Mr. for his communication and look forward to assisting him.
Regards,
Cricket Wireless, Customer Support
1025 Lenox Park Blvd NE
Atlanta, GA XXXXX
/CE
(The consumer indicated he/she DID NOT accept the response from the business.)
I attempted to Contact Chiquitta with Cricket Wireless Corporate Office at XXX-XXX-XXXX. The person is out of the office until 1/20/2020. I Attempted to contact Ms. *** at XXX XXX-XXXX. was told that they were unable to transfer me to that person. Cricket wireless has still done nothing to get the number back that THEY allowed to be ported without my permission. Their customer service is terrible at best. I have given them a contact number XXX-XXX-XXXX. I have never received a response. Thank you for your time.
January 13, 2020
Revdex.com
Online Complaint
Complaint No: XXXXXXXX
Re: ***
Dear Sir/Madam,
This correspondence is in response to a rebuttal filed by Mr. *** regarding Cricket service. In this complaint, Mr. states his number was ported to another carrier on October 15, 2019 without his permission. In his rebuttal, Mr. states that he still needs assistance from Cricket.
We spoke with Mr. in reference to his complaint. During the call Mr. advised us that he received a new number and longer wishes to retrieve the number ported out.
We thank Mr. for his communication.
Regards,
Cricket Wireless, Customer Support
1025 Lenox Park Blvd NE
Atlanta, GA XXXXX
/KM
(The consumer indicated he/she DID NOT accept the response from the business.)
I was finally contacted by Cricket wireless 3 months after the complaint was filed. I was again asked if I want my number ported back. I stated that I had already gotten a new number from another carrier. I would still like my number back but do not believe that Cricket wireless is able to do so. They have done nothing but lie about the entire process. Cricket wireless did not offer me any compensation or do anything to resolve the issue. They have made no attempt to resolve the issue in any way.
January 27, 2020
Revdex.com
Online Complaint
Complaint No: XXXXXXXX
Re: ***
Dear Sir/Madam,
This correspondence is in response to a second rebuttal filed by Mr. *** regarding Cricket service. In this complaint, Mr. states his number was ported to another carrier on October 15, 2019 without his permission. In his rebuttal, Mr. states that he still needs assistance from Cricket.
We attempted to reach Mr. on January 22 and 27, 2020 without success both by phone and e-mail. We wanted to understand his reason for his rebuttal, as we spoke to him earlier an found that he'd received a new number and longer wishes to retrieve the number ported out.
In our e-mail to Mr. we advised him that we could request to have the number pulled back to Cricket Wireless, however, we would need additional information to do so.
We thank Mr. for his communication and based on the aforementioned, we are unable to further assist him. We respectfully request to close this complaint.
Regards,
Cricket Wireless
Customer Corporate Relations
1025 Lenox Park Blvd NE
Atlanta, GA 30319
/CE
(The consumer indicated he/she DID NOT accept the response from the business.)
Hello, I have had to obtain a new number with another carrier. I no longer want any assistance from Cricket wireless. They only now state that they can retrieve my number. I do not believe that they are able to do so. My number was illegally ported on 10/15/2019.If Cricket Wireless wants to make me whole again, the only resolution would be a financial solution. I believe that a $100.00 compensation per month for the 3 months ($300.00) would be acceptable. I do not believe that they will do this either. Cricket Wireless has proven to be a unprofessional company that cares little about its customers. Thank you for your time....
February 4, 2020
Revdex.com
Online Complaint
Complaint No: XXXXXXXX
Re: ***
Dear Sir/Madam,
This correspondence is in response to a third rebuttal filed by Mr. *** regarding Cricket service. In this complaint, Mr. states his number was ported to another carrier on October 15, 2019 without his permission. In his rebuttal, Mr. is asking for compensation regarding his original complaint.
We attempted to reach Mr. on January 30 and 31, 2020 without success both by phone and e-mail. We wanted to understand his reason for his rebuttal, as we spoke to him earlier an found that he'd received a new number and no longer wishes to retrieve the number ported out.
In our e-mail to Mr. we advised him that we could request to have the number pulled back to Cricket Wireless, however, we would need additional information to do so. We have attempted to assist Mr. Chidster on several occasions without success. We will not be able to issue any credits.
We thank Mr. for his communication and based on the aforementioned, we are unable to further assist him. We respectfully request to close this complaint.
Regards,
Cricket Wireless
Customer Corporate Relations
1025 Lenox Park Blvd NE
Atlanta, GA XXXXX
/CE
They won't unlock my phone so that I can get a service provider that actually works in my area. The phone is my phone I bought it with cash at the store I called customer service they won't help me.. They are also false advertising that they have 4g lte coverage in Livingston Texas.
Product_Or_Service: Other //Cricket wireless
Account_Number: XXX-XXX-XXXX
Other (Requires Explaination) Have them unlock my phone so I can get a actual carrier that works in my area
This correspondence is in reference to a complaint filed by ***. In the complaint, Mr. states that he requests his device 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
Notwithstanding, the current Unlock Policy an exception was made because Mr. cited coverage concerns, and Mr. device unlock was initiated. We provided confirmation via email that he just needs to finish the process by completing the unlock through the myCricket app. If Mr. has any additional concerns, he can simply contact Customer Care via 1-800-CRICKET to assist.
We thank Mr. for his communication and trust that this explanation properly addresses his 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.)
Their false advertising about nation wide 4G LTE is there at it's finest, promising the best with it having the ability to provide for the best all the while charging me 100 bucks a month for service that is barely even worth penny to the dollar. How in the world is that okay? It's not acceptable. False advertising is illegal and punishable to Major lawsuit. Please fix this problem that it's phone is paid for then a person can choose what ever carrier that they wish. If these changes are not met them I'll have no other choice than to go before channel 2 news and alert all other potential victim of this crime, if something is not in contact then it shouldn't have a contact stipulation attached to the device, Another false advertisement no less.
Sincerest regards,
*** - victim of fraudulent advertisement
January 13, 2020
Revdex.com
Online Complaint
Complaint No: XXXXXXXX
Re: *** Nathan ***
Dear Sir/Madam,
This correspondence is in response to a rebuttal filed by ***. In his complaint, Mr. states that he requests his device be unlocked. Mr. further details that he feels that Cricket is falsely advertising their services.
Upon reviewing Mr. account, we found that an exception was made, and his device has been unlocked. We wanted to let Mr. know that he can readily access important details surrounding our various phone plans, in reference to speeds at:
https://www.cricketwireless.com/cell-phone-plans
Cricket's Terms and Conditions state that: We do not guarantee the availability of the wireless network or any Wireless Services. You will not have access to our network outside of our coverage areas. Coverage maps, available on our website or in store, show a high-level approximation of wireless coverage and there are gaps in coverage not shown by this approximation; actual coverage *** vary and be affected by terrain, weather, foliage, buildings, signal strength, high-usage periods, customer equipment and other factors." Our full terms and conditions can be found online at www.cricketwireless.com/terms .
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 been having phone with the phone and with HQ, I can't get to talk to them and FB is giving me the run around, and they owe me new phone
I bought this phone blade zte. I was having issues with it. I did a warranty claim they were going to send me a another phone. They sent me the same phone, more issues then the first, I've called n called about this, I have to keep it charged 24/7, When I unplugged it to get to my car it powers off. They won't do anything about this, they want me to pay to get another phone. Plus if I do another claim I won't have the insurance, it's not my fault they send me a phone that is discounted, they don't have this phone anymore. I've called cricket and email the head quarters, there is no body at the head quarters I can talk too to get this taken care off. I really want cricket to send me another phone at no cost to me.
I want cricket to send me a new phone at no cost to me
December 27, 2019
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 she has had several problems with her device and Cricket Wireless as a whole. She is asking that the device be replaced.
We attempted to contact Ms. at the number she provided, to gain a better understanding of her complaint, but we were unsuccessful in speaking to her. We wanted to know more about the device that she states she wants to be replaced.
We researched her account and it appears that the device that she has on her account is out of warranty. If she wants to have that device replaced, she'd have to do an equipment upgrade.
We left our contact information Chiquitta with Cricket Wireless Corporate Office should Ms. want to further discuss her complaint.
We thank Ms. for allowing us an opportunity to assist her in this matter and look forward to speaking to her.
Regards,
Cricket Wireless, Customer Support
1025 Lenox Park Blvd NE
Atlanta, GA XXXXX
/CE
(The consumer indicated he/she DID NOT accept the response from the business.)
the Crop office called but they didn't leave a phone number or a name to talk to, please I need them to re-call me at XXX-XXX-XXXX
January 10, 2020
Revdex.com
Online Complaint
Complaint No: XXXXXXXX
Re: ***
Dear Sir/Madam,
This correspondence is in response to a rebuttal filed by Ms. *** regarding Cricket service. In this complaint, Ms. stated she was unable to use Cricket service because her replacement device was not working.
We spoke with Gerald on Ms. behalf in reference to her complaint. During the call Gerald advised us that Ms. ported her number to another service provider on January 7, 2020 because her device was not working.
Gerald is aware that they will need to contact ZTE directly for assistance with replacing her device if applicable.
Again, we thank Ms. Bowie for her communication and trust that this explanation properly addresses her complaint. We respectfully request that this complaint is closed at this time, as we are unable to assist further.
Regards,
Cricket Wireless, Customer Support
1025 Lenox Park Blvd NE
Atlanta, GA XXXXX
/KM
Both my husband's and my cell phone numbers were stolen and ported out allowing a criminal to steal from us. There must have been a breach at Cricket.
On or around November 27, 2019, my husband lost cell service. When I called Cricket about it, I found out that his account had been cancelled because someone ported out our number. The only way this can be done is with personal information. We called Cricket, and after a long phone call, thought they started a case for us and would be calling us with information. We found out that the criminal had used our cell phone number to intercept texts to reset our passwords *** our paypal account and make multiple charges (At least $775, $10, $10, $10, $10 and $3.50). On Dec. 1, 2019, my phone had the same issue. I called again and after a long process, began a claim, and was told that the first claim was never submitted. Meanwhile they hacked into my Venmo account and charged $1250 which also resulted in a $30 overdraft fee. I called today to check the status, and apparently the first claim was cancelled. They said that they left a message for me and I didn't return it. The only way that could have happened is if they called the stolen number, which could also give the criminal yet more information. Cricket knows what phone companies now hold our numbers and needs to port them back and freeze them. It should not be taking this long. The longer it takes, the more money I lose.
I need a refund of all money stolen through this process; there could be more than listed above. In addition, I need a more secure phone and account, as well as compensation for the huge amount of time I have spent dealing with this, calling my banks, police, paypal, Venmo, credit card companies, and credit report companies, not to mention the stress of the entire process.
December 27, 2019
Revdex.com
Online Complaint
Complaint No: XXXXXXXX
Re: ***
Dear Sir/Madam,
This correspondence is in response to a complaint filed by ***. In the complaint, Ms. states, her number with Cricket Wireless was ported out to another carrier without her consent. She is requesting a refund for her Last payment made.
We contacted Ms. and agreed to issue a refund back for her last payment.
Ms. can expect a refund back in 3-5 business days. Ms. had no further questions.
We thank Ms. for her communication and trust that this explanation addresses her concerns.
Regards,
Cricket Wireless, Customer Support
1025 Lenox Park Blvd NE
Atlanta, GA XXXXX
/JL
(The consumer indicated he/she DID NOT accept the response from the business.)
I will accept their response once I receive the check. Additionally, I incurred a charge from a bank for a check that went through after I closed my bank account as a result of the id theft through Cricket. I would like them to refund the $15 charge as well. My own bank covered the other charges that went through them, Paypal covered their charges, and Venmo took care of the charges on their end (together over $2000) Once I receive the refunds, I will accept their response although I am still quite dissatisfied with their poor customer service and the time it took to solve the issue including the fact that my number was stolen after we reported my husband's number being stolen in the same account. I am quite certain that nothing would have happened without Revdex.com intervention. Thank you.
January 14, 2020
Revdex.com
Online Complaint
Complaint No: XXXXXXXX
Re: ***
Dear Sir/Madam,
This correspondence is in response to a rebuttal filed by ***. In the complaint, Ms. states, that she has not received her refund check and has incurred some additional charges from her bank.
We researched Ms. account and found she was refunded on January 9, 2020 in the form of a check mailed to the address on file.
We attempted to contact Ms. on January 13, 2020, January 14, 2020 and January 15, 2020 without success. Should Ms. have any additional questions or concerns, she can reach Jaime with Cricket Wireless Corporate office at the number provided.
We thank Ms. for her communication and trust that this explanation addresses her concerns.
Regards,
Cricket Wireless, Customer Support
1025 Lenox Park Blvd NE
Atlanta, GA XXXXX
/JL
(The consumer indicated he/she DID NOT accept the response from the business.)
It looks like the check is in the mail for today according to the post office, but I have not been home to check the amount for certain. I am assuming that it will be the $80 that we had previously discussed, and not include the $15 extra charge that I would also like refunded. I got a message on my answering machine on 1/13, and as far as I can tell, that is the only communication that Cricket has initiated. There was no return phone number on the message, but I did speak to two different people through chat on 1/14 in order to return the call the best I could. The folks on chat said the check was on the way in the amount of $80. I told them that I had not received the check as of yesterday and that I would like the $15 refunded as well. They would not add my request to the case even though I asked several times to have it noted as well as the fact that I had not yet received the check. I appreciate the $80 check that I assume that I will get today, but I would also appreciate the $15 extra fee that was incurred. Luckily for me and Cricket, my bank, ebay, and Venmo have refunded the thousands of dollars stolen because of Cricket's mistake in allowing both of our numbers to be ported (the second one after we reported the first.)
January 23, 2020
Revdex.com
Online Complaint
Complaint No: XXXXXXXX
Re: ***
Dear Sir/Madam,
This correspondence is in response to a rebuttal filed by ***. In the complaint, Ms. states, that she has not received her refund check and has incurred some additional charges from her bank.
We have informed Ms. in previous letter that Cricket has refunded her in the form of a check on January 9, 2020. The check was mailed to her address. We would like to advise Ms. that any charges incurred by her bank, would need to be disputed with her banking provider.
We attempted to contact Ms. on January 23, 2020, and January 24, 2020 but were not successful. We emailed her on January 24, 2020 with our response and advised her of our findings.
We thank Ms. Grove for her communication and based on the aforementioned, we are unable to assist further. We respectfully request that her complaint is closed at this time.
Regards,
Cricket Wireless, Customer Support
1025 Lenox Park Blvd NE
Atlanta, GA XXXXX
/JL
Number was ported without my authority. Cricket does not seem to be working to get my number back, and customer service states that they can't help.
I'm contacting you because I'm beyond frustrated with the communication, or lack thereof, that I've had from Cricket. On October 27, while I was sitting in Church, someone ported my phone number illegally. I had no idea what had happened, and assumed that my SIM card was having issues. When I went to the store, he said my account was closed. He had me call customer service and they said my number had been ported. I have no idea how this happened. Cricket said the number was ported to ATT, It was ported in NJ at Locust Communications, according to ATT, and is no longer in my name. How they ported my number, I have no idea. I was told they'd need my account number & PIN. I don't even know what my account number is with Cricket....Plus I'd just paid for a other months service a few days before this port. I ended up opening up a case, so that I could see about getting my number back. I've had this number for 10 plus years, and it is connected to everything....Case was opened with Cricket Oct 29.
To this day, I have called multiple times. No one can tell me anything. Just that it's in process. It's been over 5 weeks, and I've called numerous times. I've been told that its in headquarters, which they cant reach, but they will escalate this matter and have tech support or whomever call me back. I have had no call yet, and it's been escalated several times. This is unacceptable that I as a customer would have to follow-up repeatedly and get nowhere. After this length of time, I should have answers to my questions. I have none. I want my number back. It's mine. Cricket should be fighting with me to help. All I feel is like I'm fighting Cricket. I need to find out what's going on, and it should not be the same answer, or non-answer, that I've been getting.
1. I want my phone number back 2. I want the name of the person who did this, and I want to press charges. 3. I'd like a phone call from a knowledgeable and responsible person at Cricket 4. A refund of the monies that I paid for a months service that I didn't get to use.
This correspondence is in response to a rebuttal filed by ***. In her complaint, Ms. states that we authorized her Cricket Wireless number being ported to another carrier without her permission.
We want to assure Ms. that her account security is a top priority for Cricket Wireless. As previously stated, we believe she *** be the victim of identity theft originating outside of her Cricket Wireless account. Ms. confirmed the individual who accessed her Cricket Wireless account had enough information to authenticate to her account and make changes. This individual *** then have used Ms. phone number in an attempt to gain access to other accounts where Ms. uses her phone number for verification. If she hasn't already done so, we still advise Ms. to file a police report regarding the suspected identity theft.
We spoke with Ms. on December 23, 2019. Her number has been retrieved and is back with Cricket Wireless. She has received a new sim card for her device, her account information has been updated and her issue has been resolved.
We apologize to Ms. for the inconvenience she experienced in attempting to resolve this issue. We thank her for her communication and trust that this explanation properly addresses her concern.
Regards,
Cricket Wireless, Customer Support
1025 Lenox Park Blvd.
Atlanta, GA XXXXX
/RM
I attempted to transfer my phone from Boost Mobile to Cricket Wireless, After being on the phone for 45 minutes with Cricket Wireless only to find out that my phone is locked with Boost Mobile until May 27, 2020. I used my wife's credit and Cricket Wireless charged my $40.00 for the service. I was told that they can not refund me back my money. I do not have a phone and I am requesting a refund of my $40.00
Product_Or_Service: Samsung //
Account_Number: XXX-XXX-XXXX
Other (Requires Explaination) Refund of my $40.00
This correspondence is in reference to a complaint filed by ***. In this complaint, Mr. states that he attempted to port service from another carrier. He stated after successfully activating with Cricket that he found out his BYOD was still locked by Boost Mobile.
We attempted to reach Mr. by telephone. We were unable to reach him; however, we did want to let Mr. know about Cricket's refund policies.
We do not issue refunds per our Cricket Terms & Conditions.
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.
Non-withstanding Cricket's Terms and Conditions, we did issue a refund in the amount of $40 as an exception. Please understand refund times do vary by financial institution.
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
/CB
I own my phone, Brought to cricket for service. Got their SIM, signed no contracts. Cancelled due to bad service and they have now locked MY phone.
Cricket describes their service as bring your own device and use our service. I did just that. I OWN my own cell phone. Got their SIM and began service. The service worked poorly in my area, so I chose not to continue. This is a monthly service, no contracts. When I told them I was leaving, they said my phone was now locked and I had to pay another month of service to have them unlock it! This is NOT THEIR DEVICE TO LOCK. I am the rightful owner! They had no explanation.
I told them they are stealing MY phone and not allowing me to switch providers. Again, not their cricket phone, my personal phone! After some internet research, I see this is an ongoing issue that people have complained all the way to the top above. This cannot be legal practice?!
I WANT THE PHONE I OWN RETURNED TO ME UNLOCKED AS IT WAS WHEN I BROUGHT IT INTO CRICKET. They are thieves!
December 29, 2019
Revdex.com
Online Complaint
Re: ***
Complaint ID: XXXXXXXX
This correspondence is in response to a complaint filed by ***. In the complaint, Ms. states after multiple attempts, she has been unable to unlock her device with Cricket Wireless.
In researching Ms. account, we found that her device does not meet the tenure mandates (6 months) as of yet. We also attempted to reach her on December 23, 2019 as well as December 26 and December 29, 2019. If Ms. would like to unlock this device once it qualifies, she can also contact Ron, Cricket Wireless Corporate Escalations Manager, at XXX-XXX-XXXX.
Cricket Wireless's 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 thank Ms. for her communication and trust that this explanation properly addresses her complaint.
Regards,
Cricket Wireless, Customer Support
1025 Lenox Park Blvd
Atlanta, Georgia, 30319
/RM
I was a good customer who always stayed ahead on my bill, despite their horrible service. I finally got fed up with dropped calls and slow networks (after many attempts to fix the issue), so I switched providers. Now Cricket says they refuse to refund my $100 that I have paid ahead. NO services were rendered for this money, so they are STEALING my money! I want a full refund!
Product_Or_Service: Apple /IPhone/Unlimited
Account_Number: XXX-XXX-XXXX
Other (Requires Explaination) $100 refund
This correspondence is in response to a complaint filed by Mr. *** regarding Cricket Wireless. In this complaint, Mr., states that he has always paid his bill in advance and has always carried a credit balance on his account. He canceled service and is now asking for overage that he has paid.
We attempted to contact Mr. without success. We left a message advising him that although our terms and conditions state that any payments made to Cricket Wireless are nonrefundable and nontransferable, these terms can be found at www.cricketwireless.com, we will make an exception and issue a onetime courtesy adjustment to the account, and issue a refund of the overages back to the credit card used. We also advised him to allow 7 to 10 business days for the funds to post.
We provided our contact information should Mr. have any additional questions or concerns, he can reach me Chiquitta with Cricket Wireless Corporate office at the number provided.
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
Hi I've been trying for a month now to port my number over to cricket wireless from altice mobile. I've paid my $40 dollars to start the service up and Since then there's been various delays that's preventing this process from going through. Every time I call customer service for assistance they tell me they working on the issue and will get back to me. They just keep giving me one case number after the other. At no time does anyone ever reach out to me. After receiving the case number the only thing the reps keep telling me is that they are working on it. It's been a month of trying to get my service up and running with cricket, this is unacceptable. I need this resolved as quickly as possible I have children and parents with medical concerns.
Product_Or_Service: Apple //
Account_Number: XXX-XXX-XXXX
Other (Requires Explaination) I would like my number to be ported over so I can start my service
This correspondence is in response to a complaint filed by ***. In this complaint, Mr. states that he has been unable to port his telephone number to Cricket Wireless from another wireless provider.
We have reviewed Mr. account and have attempted to reach the customer regarding this complaint on December 23, 2019 as well as December 29, 2019. To port-in, the customer would need all account information from his current carrier. The number in question is still reserved due to a lack of information from the source wireless provider. If Mr. would like to finalize his port, he can do so with us online, over the phone or in one of our stores. He can also contact ***, Cricket Wireless Corporate Escalations Manager, at XXX-XXX-XXXX to further discuss his complaint.
We thank Mr. for communicating with us and trust that this explanation properly addresses all concerns.
Regards,
Cricket Wireless, Customer Support
1025 Lenox Park Blvd NE
Atlanta, GA XXXXX
/RM
On 11/23/2019 we went to the Cricket Wireless store at 3333 W. Henrietta Rd. Rochester NY XXXXX to switch our service from TracFone to Cricket wireless.
We found a Motorola G7 which the sales person said was free when switching your from another service. After checking she said we qualified.
We started the process but she canceled the order to try and fix an issue.
When she tried again it came up the same so she called her tech support. They attempted to help but no success and she cancelled it again.
Now she tried again but this time was unable because the phone number didn't exist. We checked our phone and we no longer had service with our
original service. We were in the store for over 4 hours at this point. I tried calling TracFone and they said the phone number was already ported out
of their system. The sales lady tried her support service but they said the transaction was cancelled so the number was released. So after 4 hours in the
store we left with no cell service and lost our phone number we had for over 10 years. On Monday 11/25/2019 we attempted to call Cricket wireless support line.
After several hours we found a supervisor who walked us through switching over online. On Tuesday 11/26/2019 we received an email saying,
"Thanks for ordering new wireless service from Cricket. Your order is complete, but we need help verifying your current wireless account information
so we can process your phone number transfer(s). Please select the button below and provide the necessary information." We clicked this and it took
us to a number saying to call. We called and was told everything was progressing. On Wednesday 11/27/2019 we received an email saying,
"Cricket here. Your recent order is delayed due to a shipping issue. We apologize for the inconvenience and will get your order shipped out as soon as possible.".
On Friday 11/29/2019 we received an email saying, "Cricket here. We were unable to verify the information you provided, so we have canceled your order"
Product_Or_Service: Motorola /G7 Supra/
Account_Number: XXX-XXX-XXXX
Other (Requires Explaination) At this point we just want our orginal phone number (XXX)XXX-XXXX returned and our TracFone service re-instated.
This correspondence is in response to a complaint filed by ***. In her complaint, Ms. states she attempted to switch to Cricket Wireless but that the transfer was not completed properly. Ms. would like to be placed back with her original carrier.
We have attempted to contact Ms. for additional information at the contact number she provided, however we were unsuccessful in reaching her. For that reason, we are unable to provide a resolution at this time. Should Ms. wish to discuss this matter further, she can contact Jaime, Cricket Corporate Escalations Manager at the number provided.
We thank Ms. for her communication and look forward to hearing from her soon.
Regards,
Cricket Wireless, Customer Support
1025 Lenox Park Blvd, NE
Atlanta, GA XXXXX
/JL
On 11/23/2019 we went to the Cricket Wireless store at 3333 W. Henrietta Rd. Rochester NY XXXXX to switch our service from TracFone to Cricket wireless. We found an iPhone 7 which the sales person said was $99 when switching your from another service. After checking she said we qualified. We started the process but the phone came up as $199 so she canceled the order to try and fix the issue. When she tried again it came up the same so she called her tech support. They attempted to help but no success and she cancelled it again. Now she tried again but this time was unable because the phone number didn't exist. We checked our phone and we no longer had service with our original service. We were in the store for over 4 hours at this point. I tried calling tracphone and they said the phone number was already ported out of their system. The sales lady tried her support service but they said the transaction was cancelled so the number was released. So after 4 hours in the store we left with no cell service and lost our phone number we had for over 10 years. On Monday 11/25/2019 we attempted to call Cricket wireless support line. After several hours we found a supervisor who walked us through switching over online. On Tuesday 11/26/2019 we received an email saying, "Thanks for ordering new wireless service from Cricket. Your order is complete, but we need help verifying your current wireless account information so we can process your phone number transfer(s). Please select the button below and provide the necessary information." We clicked this and it took us to a number saying to call. We called and was told everything was progressing. On Wednesday 11/27/2019 we received an email saying, "Cricket here. Your recent order is delayed due to a shipping issue. We apologize for the inconvenience and will get your order shipped out as soon as possible.". On Friday 11/29/2019 we received an email saying,"Cricket here. We were unable to verify the information you provided, so we have canceled your order"
Product_Or_Service: Apple /7/
Account_Number: XXX-XXX-XXXX
Other (Requires Explaination) At this point we just want our orginal phone number (XXX)XXX-XXXX returned and our TracFone service re-instated.
This correspondence is in reference to a complaint filed by ***. In this complaint, Mr. states that he had problems with his port. Mr. would like his technical issues resolved.
We initially contacted Mr. via phone and email and could not successfully reach him. We have made several additional unsuccessful attempts to contact Mr. via phone and email to request additional information. Without additional details from Mr. we are unable to further investigate his complaint.
We thank Mr. for his communication, and we are available to investigate his concerns, should he choose, at ***@cricketwireless.com.
Regards,
Cricket Wireless, Customer Support
1025 Lenox Park Blvd
Atlanta, GA 30319
/cb
(The consumer indicated he/she DID NOT accept the response from the business.)
Cricket is stating:
We initially contacted Mr. via phone and email and could not successfully reach him. We have made several additional unsuccessful attempts to contact Mr. via phone and email to request additional information. Without additional details from Mr. we are unable to further investigate his complaint.
Cricket called us via phone at 1 pm on Monday, December 23 on our land line (XXX)XXX-XXXX and asked for a call back by 3pm. We work until 5pm and we did try to call back but she was out of the office until after the new year.
We also received an email (see attached) which we responded to and received the response was she was out of the office.
That is the only communication we received from Cricket. In our opinion they did not complete due diligence in even attempting to rectify this situation. They called a day before a holiday in the middle of the day giving a 2 hour time frame for a return call and were out of the office until after the New Year and we have not received any further communication from them.
If they have attempted to reach us in addition to the above, please have them provide, how, when and to what number they called. We have emailed the copies of emails to Cricket to your office.
January 15, 2020
Revdex.com
Online Complaint
Complaint No: XXXXXXXX
Re: ***
Dear Sir/Madam,
This correspondence is in response to a rebuttal filed by ***. In his complaint, Mr. is states that he attempted to port from TracFone to Cricket, but decided not to activate with Cricket. Mr. states he wants his number back form Cricket.
Upon reviewing Mr. request, we again verified that the number he is referencing is not active with Cricket. We encourage Mr. to contact Tracfone technical department if he feels he needs further resolution.
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 30319
/CB
I have had hotspot on this phone for several months. Now they are telling me in order to get hotspot I have to buy one of crickets phones. It's a scam to make me pay for one of Crickets phones
Product_Or_Service: LG /V20/Unlimited
Account_Number: XXX-XXX-XXXX
Other (Requires Explaination) If they are not going to give me hotspot They can either give me a new phone of value of mine, or credit my bill for the hotspot that I cannot use anymore
December 29, 2019
Revdex.com
Online Complaint
Re: ***
Complaint ID: XXXXXXXX
Dear Sir/Madam,
This correspondence is in response to a complaint filed by ***. In his complaint, Mr. states that he has not able to use the hotspot feature with us due to his device not being compatible. Mr. is requesting that Cricket allow him to use hotspot on his current device or to send him a compatible device free of charge.
We attempted to contact Mr. on December 23, 2019 as well as December 26 and December 29, 2019, but we were unsuccessful in speaking to him. We confirmed that Mr. is on a rate plan that includes the hotspot feature. However, his device is not compatible with hotspot on our service due to certain hardware or software requirements that devices must have so that we can track hotspot usage. We would like to advise Mr. that he can take advantage of our current upgrade offers to purchase a compatible device from Cricket or bring his own compatible device.
Customers wishing to utilize their device as a mobile hotspot on Cricket's network must pay for the feature or be enrolled in a plan that includes the feature and also must use a compatible device. Cricket's terms and conditions for mobile hotspot can be found on our website at https://www.cricketwireless.com/legal-info/mobile-hotspot-terms-and-conditions.html. Cricket's full terms and conditions can be viewed at www.cricketwireless.com/terms. Violating Cricket's terms and conditions, including unauthorized tethering, *** result in the line being canceled.
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
/RM
(The consumer indicated he/she DID NOT accept the response from the business.)
I was able to use hotspot on this phone for several months and they just took it away. It is a scam to buy crickets junky phones and make them more money
January 17, 2020
Revdex.com
Online Complaint
Re: ***
Complaint ID: XXXXXXXX
Dear Sir/Madam,
This correspondence is in response to a rebuttal filed by ***. In his rebuttal, Mr. states that he has not able to use the hotspot feature anymore.
After receiving his initial complaint, we attempted to contact Mr. on December 23, December 26 and December 29, 2019, but we were unsuccessful. Upon receiving his rebuttal complaint, we attempted to contact him on January 16 and January 17, 2020. Mr. is not currently using an eligible device for our mobile hotspot service. Mr. was informed that he would be unable to use mobile hotspot with his device prior to making changes to his account. If Mr. would like to use mobile hotspot, he will need to have the feature on his account, subscribe to an eligible rate plan and use an eligible device.
Cricket's terms and conditions for mobile hotspot can be found on our website at https://www.cricketwireless.com/legal-info/mobile-hotspot-terms-and-conditions.html. Cricket's full terms and conditions can be viewed at www.cricketwireless.com/terms. Violating Cricket's terms and conditions, including unauthorized tethering, *** result in the line being canceled.
. If Mr. has any further questions or wishes to discuss his complaint further, he can contact Ron, Cricket Corporate Escalations Manager, at XXX-XXX-XXXX at his convenience.
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
/RM
STAY AWAY FROM THIS COMPANY THEY TREAT THERE CUSTOMERS LIKE TRASH WHEN YOU ASK FOR TECH SUPPORT YOU HAVE TO WAIT 3-5 DAYS TO GET A CALL BACK WOW!!!!!! WHO DOES THAT SMH AND ALSO WILL HANG UP ON YOU IT HAPPEN TO ME TWICE THEY GIVE YOU THE RUN AROUND AND WILL NOT ANSWER ANY QUESTIONS I DO NOT WANT THIS TO HAPPEN TO ANYBODY STAY STAY AWAY FROM THIS COMPANY I NEVER HEARD OF TECH SUPPORT TAKING 3-5 DAYS TO FIX A PROBLEM NOT WITH T-MOBILE OR ANY OTHER WIRELESS COMPANY BUT YOU GET WHAT YOU PAY FOR RIGHT?????? STAY AWAY PEOPLE PLEASE!!!!!!!!!!
I tried to sign up online for your $40 Unlimited BYOD plan, but I had problems, so I called customer service. The whole process took about 8 hours, dealing with various levels of customer service reps and supervisors, many phone calls, many transfers, and having to explain my problem more times than I could note. In the end, I found out that they set me up for the wrong plan and now refuse to correct their mistake.
Throughout the day-long process of dealing with your customer service reps and supervisors, I was given many 'interaction IDs? and employee IDs, only to find out on the next call or transaction that the numbers I was given were invalid. During this whole process, I spoke with at least 8 reps and supervisors and not one of them gave me the same information as any of the other reps or supervisors. Each one had a different excuse and new hoops for me to jump through. I tried to include those details here, but the format thinks I am using social security numbers and won't let me proceed. I have pages of notes I can share with you about the details.
NO ONE should have to spend 8 hours straight, setting up service with your company and dealing with reps who don't have enough knowledge of their own services. It is truly appalling, and even worse is your refusal to set me up with a plan that I did not ask for and then REFUSE to correct it, even though I met all of the requirements of your 'fine print'.
Janella told me she would call me back in 10 minutes but never called back
Angela was the one that finally got me set up with the plan. Told me to insert the SIM card and she would call me back in 5 minutes. She never called back. While I was waiting for her call back, I logged into the cricket app to discover she set me up with the wrong plan)
Alfonzo refused to correct my plan
Product_Or_Service: Apple /iPhone 6S plus/$40 Unlimited BYOD
Account_Number: XXX-XXX-XXXX
Other (Requires Explaination) I expect my plan to be corrected to the $40 Unlimited BYOD plan:
This correspondence is in response to a complaint filed by Ms. S *** regarding Cricket Wireless. In this complaint, Ms., states that she was unable to receive the new unlimited rate plan, when she returned to Cricket Wireless.
We attempted to contact Ms. without success. We wanted to advise her of the results of our investigation regarding her complaint.
We found that she canceled service on Nov. 4, 2019 and returned to Cricket Wireless on Nov. 26, 2019. She wasn't gone for an entire billing cycle. The system doesn't consider her as a new port in.
She has the same phone number and serial number that still shows on our network. Unfortunately, she doesn't qualify for the new port in unlimited promotion.
We attempted to provide her with our findings, but we were unsuccessful in speaking to her and were not able to leave our contact information as her voicemail box has is not set up yet.
We thank Ms. for bringing this to our attention, but unfortunately, we are not able to accommodate her request.
Regards,
Cricket Wireless
Customer Corporate Relations
1025 Lenox Park Blvd NE
Atlanta, GA XXXXX
/CE
(The consumer indicated he/she DID NOT accept the response from the business.)
I repeatedly asked what qualifications needed to be met for the unlimited plan. Each time I spoke with a new rep or supervisor, I was told something different, but each one agreed that I was eligible for the plan. I was even told that I HAD been signed up for the plan. I Only discovered later that the supervisor had made a mistake. It is not my mistake that your own customer service reps and supervisors can't even understand the eligibility requirements for your own plans. I did NOT misunderstand or misinterpret what I was told. I was told that I was signed up for the unlimited plan and I trusted that in good faith. You should be able to verify everything I've said by listening to the recordings that each rep made. I expect to have my plan corrected to the unlimited plan without further delay.
January 13, 2020
Revdex.com
Online Complaint
Complaint No: XXXXXXXX
Re: *** S. ***
Dear Sir/Madam,
This correspondence is in response to a rebuttal filed by Ms. S. *** regarding Cricket service. In this complaint, Ms. states she was placed on the incorrect Cricket Wireless phone plan when she returned to Cricket.
We attempted to contact Ms. in reference to her complaint but received no response. We updated Ms.' s Cricket Wireless phone plan to the $40.00 BYOB unlimited promotional plan as requested.
Again, we thank Ms. for her communication and trust that this explanation properly addresses her complaint. We respectfully request that this complaint is closed at this time, as we consider this matter resolved.
Regards,
Cricket Wireless, Customer Support
1025 Lenox Park Blvd NE
Atlanta, GA XXXXX
/KM