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 purchased a brand new phone in Feb. I was told I have a 1yr warranty. 4 months later, it stopped charging. I sent it in and was sent a refurbished phone. 3 days later, the phone blacks out. I sent it in and received another refurbished phone. 4 months later, that phone stops charging. I call to send it in and I'm told I had a 3 month warranty on that phone.I can go and upgrade my phone for a little more money. I don't understand why I have a year warranty on a brand new phone but only have 90 days for a phone that was fixed? I was NEVER told by anyone in the from my 1st or 2nd warranty relacement of their 90 day policy.Now I'm stuck with a phone that doesn't work unless I go upgrade, pay more money,for another phone.
Product_Or_Service: Nokia /3.1/
Account_Number: XXX-XXX-XXXX
Other (Requires Explaination) I want them to honor my warranty replacement with a brand new phone.
This correspondence is in reference to a complaint filed by ***. In this complaint, Ms. states that he did not receive a comparable device for her warranty exchange and explained that she did not want a reconditioned device replacement.
We contacted Ms. via telephone on December 4th, 2019. We let her know that we would try our best, notwithstanding the terms of Cricket's warranty program to send her a more suitable replacement per her requests. We confirmed Ms. address, and asks that she wait 3-5 days to see if request is approved.
We thank Ms. for her communication and trust that this explanation properly addresses her concern.
Regards,
Cricket Wireless, Customer Support
1025 Lenox Park Blvd
Atlanta, GA 30319
/CB
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept the response because I received a brand new phone.
I setup bridge pay I paid $40 dollars to keep services on only owed $60 by Nov 11/16 cause I fell a sleep didnt pay by 11.59 pm est had to pay $100
I called them and explained that Ive been a customer since the beginning and if they can just allow me to pay the 60 I owed they said cause I was some hrs late I would have to pay the full rate plain is this even legal?I feel they exploit people I was days , weeks late just hours cause I was human and fell asleep they profited $40 dollars off of me!!!
I want my $40 dollars back asap my service plan isnt $140 just $100
This correspondence is in reference to a complaint filed by *** In this complaint, Mrs. *** states that she had a Bridge Payment due, and further details she fell asleep before making the payment through our IVR. Mrs. states that she would like a perceived $40 overpayment applied to her account as a service credit.
Bridge Pay is a program that offers customers an extension of up to seven days to pay their monthly service charges.
We want to inform Mrs. that a payment reminder text was sent to her 11/13/2019 in the text, it highlights convenient ways to make a payment other than the IVR, which include Quick Pay and the myCricket app, or in-store as well. We provided the exact text sent to Ms. Brittingham for her convenience below.
"Just a quick Cricket reminder - your BridgePay period is almost up. If you need more time, please call 611 to extend the current BridgePay or pay $60 BEFORE 11:59PM CST on 11/14/19. If you wait to pay after this date you will need to make a full monthly payment. To make a quick payment, click https://bit.ly/2znXPyv . You can also pay by login to MyCricket App or dialing *PAY from your Cricket phone. If you have already made your payment, please disregard this message"
Notwithstanding the terms of Bridge Pay, because she is a long-term customer we issued a $40 service credit to her account effective December 4th 2019.
We thank Mrs. for her communication and trust that this explanation properly addresses her concern.
Regards,
Cricket Wireless, Customer Support
1025 Lenox Park Blvd
Atlanta, GA XXXXX
/Cb
I've been paying for service's that should have been cancelled over a year ago...
I recently discovered that I have been paying for Cricket services that should have been cancelled over a year ago they continued to debit my account on the first of the month every month for $90 for over a year when I called customer service they proceeded to inform me that they are unable to reverse charges to put the money back into my account but they sure were able to take it out. I signed up with Cricket for a short time back in July of 2018 shortly after I decided to switch carriers and went to MetroPCS at that time the sales representative at MetroPCS and myself made a phone call to Cricket to inform them that I was canceling their service but for some reason two of the lines remained active for over a year but they seem very unwilling to try to help me resolve this issue. In fact when I called all they seemed to want to do is question me as to why I hadn't called sooner when I realized what was going on I proceeded to inform them. I'm calling now because this is when I became aware of the issue they definitely were no help to me whatsoever actually talking down to me as if I were a child.
I would like a refund of the money that was taken from my account for services that I did not use, that I believed to be cancelled. Also the customer service reps need to go through additional training on how to treat their customers.
This correspondence is in response to a complaint filed by ***. In his complaint, Mr. states he has been getting charged for a Cricket Wireless account that was supposed to get canceled over a year ago. Mr. is asking for a refund for the months he was charged.
We have researched Mr. account and found that he ported his number over to a new carrier on September 9, 2018. He had a total of 4 lines with Cricket Wireless before switching his one line. After he ported, there was 3 lines that remained active with Cricket. There was no request to have the other 3 lines canceled. When his new carrier ported his number, it canceled the number with Cricket. Since there was no request to port the other 3 numbers, they remained active. Mr. was enrolled in autopay and was getting charged for the active lines since there was not a request to have them canceled. We were able to see activity on his account for one of the active lines. There were devices that were changed on September 25, 2019, November 14, 2018 and January 10, 2019.
We contacted Mr. and informed him of our findings. We explained the activity we found and advised him there was never a request to have the remaining lines on his account canceled. We would also like to inform Mr. of Cricket's Terms and Conditions which state - According to Cricket Wireless Terms and Conditions of service, available online at www.cricketwireless.com/terms: Amounts paid for service charges are non-refundable and account balances are not transferable, refundable, or redeemable for cash. If your account is suspended or cancelled, for any reason, any remaining balance in your account will be forfeited.
We thank Mr. for his communication and trust this explanation properly addresses his concerns.
Regards,
Cricket Wireless, Customer Support
1025 Lenox Park Blvd, NE
Atlanta, GA 30319
/JL
Every time they get their money, they start slowing down the bandwidth until it gets to the point that you can't play any of the apps or anything at all because every time you try to log on you get a message that this app or that app has stopped working or now it states that there is no connection, this has gotten so obnoxious and frustrating. I have sent them messages every time I get a message to report this but nothing ever gets done, all I ever see is "Thank you for your feedback"
Product_Or_Service: Motorola //
Account_Number: XXX-XXX-XXXX
Other (Requires Explaination) Just letting you know and other people know about this before they get in the same situation. CRICKET SERVICES SUCK
This correspondence is in response to a complaint filed by ***. In the complaint, Mr. states he experienced slow data speeds and has been unsuccessful in resolving them.
We have attempted to reach Mr. via phone regarding this issue. We would like to speak with him to better understand his concern. Mr. can contact Ron, Cricket Corporate Escalations Manager, at XXX-XXX-XXXX at his convenience.
In the meantime, Mr. may review our terms and conditions (www.cricketwireless.com/terms): "Services may be interrupted, delayed, or otherwise limited for a variety of reasons, including environmental conditions, unavailability of radio frequency channels, system capacity and constraints, priority access by National Security and Emergency Preparedness personnel in the event of a disaster or emergency, coordination with other systems, equipment modifications and repairs, and problems with the facilities of interconnecting carriers. We do not guarantee the availability of the wireless network or any Wireless Services. You must be in the Cricket coverage area to place or receive calls." Additionally, coverage may be "affected by terrain, weather, foliage, buildings, signal strength, high-usage periods, customer equipment and other factors."
We thank Mr. for his communication and look forward to speaking with him.
Regards,
Cricket Wireless, Customer Support
1025 Lenox Park Blvd
Atlanta, Georgia, 30319
/RM
Sat, Nov 2, 2019, @ exactly 4:06:37 pm (per receipt) I purchased a Cricket Turbo Hotspot for $99.99. I also purchased the 30 GB data only plan for $70 based on Mgr saying it would be enough for me to watch TV on the internet which turned out to be wrong.
Sat, Nov 9, 2019, at approx 10:30 pm, my internet went off. I called customer service at EXACTLY 10:54 pm (day 7) to ask what happened & was informed that I had reached the 30 GB limit.
I wanted to immediately close my account & was told that can't be done unless I stop autopay and default will automatically close my account the next month. I immediately requested she stop my autopay option. She said I would have to return the turbo unit within 7 days to get a refund and I was on the 7th day? at 10:30 pm with her on the phone.
HERE'S THE PROBLEM: There were no Cricket stores anywhere open at 11:30 pm on Saturday night where I could have returned the Turbo Hotspot.
On Sunday I was outside the store when the clerk unlocked the doors at exactly 11 am but she and then the manager were unable to give me a refund because the computer system stated I was now on day 8 and no longer eligible. The "manager" also claimed to have no way to override the computer.
Store: 140 Blue Fig LLC - Winter Haven @ 775 Cypress Gardens Blvd., Winter Haven, FL, XXXXX
Product_Or_Service: Other /Cricket Turbo Hotspot/Cricket Turbo Wireless Hotspot Data Only plan
Account_Number: XXX-XXX-XXXX
Other (Requires Explaination) I just want the $99.99 plus tax refund I WOULD HAVE gotten if Cricket had a store open 24 hours so I could have returned it within the 7 day window.
This correspondence is in response to a complaint filed by *** M. ***. In this complaint, Ms., states that she had an issue with her mobile hotspot and attempted to return it, only to be told she was a day late in returning her device. She is asking for a full refund of the cost of the device.
We reviewed Ms. account and found that she purchased the device on Nov. 2nd and attempted to return it on Nov. 10th per the remarks on the account.
We contacted Ms. who states she would have returned it at 10:30 pm on the 9th if we had a store still open at that time. We explained that the first day that the device is purchased is day one, so she would have had until the end of business on the 8th to return the device.
On the 9th it was already beyond the 7 day time frame. We explained that unfortunately we cannot force the Authorized Retail location to refund the cost of the equipment.
We thanked her for allowing us the opportunity to assist her with her complaint.
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.)
Cricket Wireless expects normal humans to have the psychic abilities to know ahead of time when their 30G of data will run out and be able to return the turbo within the 7 day time limit, however, as a normal human being, I do not possess such powers.
Cricket Wireless does not provide data usage warnings.
I expected,and trusted, the store manager to be well versed in the products she sells but this turned out NOT to be the case.
She said the turbo and 30G of data would exactly suit my needs for the full 30 days of service when I SPECIFICALLY explained that I do not have TV, cable or satellite service and watch TV on my laptop. I paid $99 for the turbo and $70 for a full month of data and it ran out in less than a week.
I was ROBBED of $170+ because the manager apparently doesn't know her products.
I was ROBBED of $170+ because Cricket Wireless does not provide data usage warnings.
I was ROBBED of $170+ because Cricket Wireless does NOT CARE about good customer service.
I was ROBBED of $170+ and I am an elderly person on a disability. Cricket Wireless doesn't care because they got $170 for ONE WEEK of service.
December 16, 2019
Revdex.com
Online Complaint
Complaint No: XXXXXXXX - rebuttal
Re: *** M. ***
Dear Sir/Madam,
This correspondence is in response to a rebuttal to a complaint filed by *** M. ***. In this rebuttal, Ms., states that she feels that Cricket Wireless should refund her the entire amount that she paid for the equipment and monthly service charge.
Cricket Wireless return policy states that she can return the equipment for a full refund within 7 days, as states in the original response Ms. attempted to return the device after 8 days. Cricket Wireless stands by its original response.
We cannot force the Authorized Retail location to refund the cost of the equipment, after the 7th day.
We thank Ms. for allowing us the opportunity to assist her with her complaint 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
/CE
I signed up at the beginning of September with cricket unlimited talk and data plus hotspot. the plan total is $60. I checked on the website and it says that the lg stylo 4 is capable of a mobile hotspot, so I brought a phone I already owned to cricket services. my hotspot wouldn't work so I contacted customer service and they said that my phone is not eligible for a hotspot, and I need to buy a new phone through them in order for it to work. I was never told when I signed up that my phone would not be eligible for hotspot because I didn't purchase it from cricket. This is a bait and switch, or at the very least shady business practices. they offered me a $15 credit towards my next bill, which does me no good because I need a service that I can use a hotspot with, and will have to switch to a different provider. I can't be the only person this deceptive advertising has effected.
Product_Or_Service: LG /stylo 4/unlimited
Account_Number: XXX-XXX-XXXX
Other (Requires Explaination) I want the $15 they offered me credited to my bank account, not as a credit on a future bill, and i would also like there to be a written statement on the page that lists hotspot compatible phones, that says that phones brought in from other carriers, or not purchased through cricket are not eligible, so that this doesn't happen to anyone else.
This correspondence is in response to a complaint filed by ***. In the complaint, Ms. states that she was unable to use mobile hotspot on a device she purchased outside of Cricket Wireless. She also states we offered her a courtesy credit that she declined; however, she is now requesting that credit.
We attempted to call Ms. but were unsuccessful. Without speaking with Ms., we are unable to offer a solution however, we can provide details regarding our mobile hotspot feature. Cricket offers Mobile Hotspot service for specific devices and rate plans. The LG Stylo 4 is eligible for mobile hotspot with and eligible rate plan or added feature. The feature must be active on the customers account in order for the service to be used. Additionally, customers can reference our terms and conditions for specific requirements for mobile hotspot as well as our refund policy. 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 concern.
Regards,
Cricket Wireless, Customer Support
1025 Lenox Park Blvd
Atlanta, Georgia, XXXXX
/RM
Sim swapping happened at one of your stores by one of your employees and she added herself to my Google account, then our identities were stolen and all bank accounts were hacked. This happened over a month ago and your employee is still working at the same store. Contact me asap ad charges are filed. I have proof.
Product_Or_Service: LG //
Account_Number: XXX-XXX-XXXX
Other (Requires Explaination) Reimbursed for my new phones bought at another business and the employee fired asap
This correspondence is in response to a complaint filed by ***. In his complaint, Mr. states that his Cricket Wireless account was hacked, and changes were made to his account without his authorization.
We want to assure Mr. that his account security is a top priority for Cricket Wireless.
We have been unable to reach Mr. to gain additional information regarding his complaint. If Mr. would still like help with his complaint he may contact Ron *** at XXX-XXX-XXXX.
We apologize to Mr. for the inconvenience he experienced in attempting to resolve this issue. We thank him for his communication and look forward to speaking with him.
Regards,
Cricket Wireless, Customer Support
1025 Lenox Park Blvd
Atlanta, GA, 30319
/RM
FCC's CTIA cell phone unlocking commitment: "3. Prepaid Unlocking Policy. Carriers, upon request, will unlock prepaid mobile wireless devices no later than one year after initial activation, consistent with reasonable time, payment or usage requirements."
Cricket's policy requires 6 months of paid service. They will NEVER unlock a purchased phone with less than that, regardless of the initial activation date. Their policy is inconsistent with the CTIA agreement. The "reasonable time, payment or usage requirement" phrase should not be used as a loophole to ignore the 1 year time-frame.
I purchased a phone, activated it and fulfilled any purchase agreement. I waited 1 year before requesting the phone be unlocked.
Product_Or_Service: Motorola /Moto E5 Cruise/
Account_Number: XXX-XXX-XXXX
Other (Requires Explaination) I am only asking that the phone I bought and paid for be unlocked. I feel my request is in line with the FCC's CTIA agreement and that Cricket's refusal to unlock my phone, is not.
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, and Mr. device was unlocked. We provided the unlock code via email.
We thank Mr. for his communication and trust that this explanation properly addresses his concern.
Regards,
Cricket Wireless, Customer Support
1025 Lenox Park Blvd
Atlanta, GA XXXXX
/CB
I bought an apple iphone from www.cricketwireless.com on march 19th 2019. After 3 months in June of 2019 of normal usage, the device stopped charging, I contacted cricket wireless for replacement under warranty. They asked my to go to the nearest apple store and get it replaced under warranty, which I did. Apple provided me with a new phone which was locked to cricket.
Cricket unlock policy is to unlock the device after 6 months of continuous service
https://www.cricketwireless.com/legal-info/device-unlock-policy.html
I have been contacting them to unlock my phone since October but they said I got a new device which I have to use for 6 months for the date to replacement, i.e., June to December. I kept telling them that the new phone was a replacement since the original was defective. They still wont listen and wont unlock the phone even if I offer to pay the complete price of the phone!!!!!
Not only did cricket-wireless sell me a defective product, ask me to do all the leg work to get a replacement from apple directly (it took about 5 business days for apple to replace my device) they wont unlock my phone!
Product_Or_Service: Apple /IPhone 6s/$30 plan
Account_Number: XXX-XXX-XXXX
Other (Requires Explaination) I want my phone to be unlocked and reimbursed for forcing me have continuous service since October.
This correspondence is in response to a complaint filed by Mr. *** In his complaint, Mr.states that Cricket Wireless will not unlock his device. He states he's met the qualifications to be able to have his device unlocked but continues to be denied.
Mr.s account was thoroughly researched in response to his concerns. We were able to determine that he does meet the length of time qualification. He originally had a device that was replaced via warranty which changed his date of activation.
We attempted to reach Mr.to provide our findings, but we were unsuccessful in speaking to him. We wanted to advise him that we unlocked his device.
We also left our contact information Chiquitta with Cricket Wireless Corporate Office, should Mr.want to further discuss our decision.
We thanked Mr.for allowing us the opportunity to assist him with is complaint and trust that we have properly addressed his concerns.
Regards,
Cricket Wireless
Customer Corporate Relations
1025 Lenox Park Blvd. NE
Atlanta, GA XXXXX
/CE
I do not have or ever had service with this company but my bank card was charged in three separate transaction $603.74, 603.74 and $1257.61. I tried to call and get some information on how these transaction was done and track down any information concerning the individual(s) who made these charges. This company couldn't provide any information, I was told there isn't any department that handles charge cards payments, there isn't any department that looks into fraud, there isn't anyway or department the handles complaints like the one I brought to them. It only customer service no corporate office or anything. I provide them with my name to search the system because it was my card that was used and so I would think something associated with me would come up. Nothing came up and the agent had a I don't really care attitude. I asked again, "Is there any other number I can called that can further assist me with this matter or email address I could send my complaint for additional help'" The response was "NO" they are the only department. This is crazy and I feel that this company could and should do better as this will not be the last time something like this happen to someone and with this type of attitude I don't know how anyone want to used their service. I will be looking into filing a class action suit as well because I know it has to be more people out here like me. I have filed a fraud complaint and a police report.
Account_Number: XXX-XXX-XXXX
Other (Requires Explaination) They should let me know what is their plan of action to resolve this matter.
This correspondence is in reference to a complaint filed by *** regarding Cricket service. In her complaint, Ms. states an online order was made with her bank card. Ms. states that she wants her issue resolved.
We contacted Ms. via telephone on December 2nd, 2019. There is a high propensity for fraud during this time of year, and we take measures to protect customer's information. The individual who completed the online order had enough information to authenticate Ms. card information. We advise Mr. Logston to file a police report regarding the suspected identity theft.
We connected with our internal department to confirm that chargebacks were received for two separate payments of $603.74, and the money has been returned to the card. We highly suggest that she contact her credit card company so that a new card can be issued.
We thank Ms. for her communication and trust that this explanation properly addresses her concern.
Regards,
Cricket Wireless, Customer Support
1025 Lenox Park Blvd
Atlanta, GA 30319
/Cb
I up graded my phone from a zte to lg and Thought I had customer servu ve all tje information neededn to up grade I have had the new phonr 4 days and can new use it I went to the cricket store with the new phone still in the box and had ask the person to help me to with the switchb I have had a stroke was wasnt sure I i coulg it going the girl at the store she could not help me with it she said since I bought the phonr on line at cricekt onlne she toldn me go back home and set it up online I was have trouble set up cricket support told me to the cricket store they would help me the girl told me that they could not set it upn I am getting the run around from theonline support and retail all Is someoneb to get my phone to work it looks liken if they have the same phone onlie and in store they would help the customer
Product_Or_Service: LG / Fortune 2/
Account_Number: XXX-XXX-XXXX
Other (Requires Explaination) like to have someone from cricet to set the phonr up since I have had a stoke I cant this set up and nnot someone fron online
This correspondence is in response to a complaint filed by Ms. *** regarding Cricket Wireless. In this complaint, Ms. states that she went to a local Cricket Wireless Authorized Retailer to get assistance with her device. She states that no one there would assist her with setting up her device.
We attempted to reach Ms. to gain a bit more information regarding her complaint, and the location of the store she visited, but we were unsuccessful in speaking to her.
We wanted to reach out to that particular store location and set up a time for someone there to assist her.
We left our contact information Chiquitta with Cricket Wireless Corporate office should Ms. have any additional questions or concerns.
We thank Ms. for allowing us the opportunity to assist her, we look forward to speaking with her.
Regards,
Cricket Wireless
Customer Corporate Relations
1025 Lenox Park Blvd NE
Atlanta, GA XXXXX
/CE
I stopped at cricket store in Coronado Mall 6600 Menaul NE 87110. My phone was not charging the salesman Armando said it was the charger. I bought a charger. In the morning my phone had no charge. I called the number on receipt. Not cricket at cornado Mall.This store is at 6209 Menaul NE 87110. The saleslady checked and said it was the phone not the charger. My phone is under warranty, I will get a new phone.I go back to cricket at Coronado Mall. I am bringing this charger back. It is not the charger it is the phone. Too bad he says we do not do refunds. You sold me something I did not need. Oh well no refund. I asked for manager.He supposedly calls the manager and said the manager said NO. He would not let me speak to manager.We cannot give you that information. Call Manager and I will speak with manager. You do not have to give me information. NO he said I will not and he and the other salesman were rude. Initially the other salesma asked Armando If he wanted to give me refund.Armando could have given me the refund. He said you signed the receipt. Yes but it was for a charger I do not need. I am very upset. Can you please look into this for me. Thank you. ***.
w
Product_Or_Service: Nokia /Nokia plus 3/cricket
Account_Number: XXX-XXX-XXXX
Other (Requires Explaination) I would like my money back. One salesperson said it is the phone. And Armando is adamant it is not. This is a total rip off. Annd to not allow me to speak to the manager and I believe is against my rights as a consumer.
This correspondence is in reference to a complaint filed by *** regarding Cricket service. In her complaint, she reports that she purchased a device and charging accessory from a Cricket Authorized retailer. She states that after troubleshooting she came to the conclusion that it was the charger. Ms. requests to return the charger.
Devices purchased from a Cricket Store may only be returned or exchanged at the same store where purchased.
We communicated to Ms. via email that Please note that all accessory sales are final. This information was included on Ms. store receipt. For more information please visit: https://www.cricketwireless.com/support/orders-and-activations/returns-and-exchanges/customer/returns-and-exchanges.html.
Ms. account has been canceled with Cricket effective November 11, 2019. However, as an exception, to assist Ms. the store experience was escalated to the Market Director, and Ms. can expect further communication from store management.
Again, accessories purchased at Cricket Authorized Retailers are subject to that Authorized Retailer's return policy, however Ms. should expect a communication from the Authorized Retailer's management.
We thank Ms. for her communication and trust that this explanation properly addresses her concern.
Regards,
Cricket Wireless, Customer Support
575 Morosgo Dr., NE
Atlanta, GA 30324
/Cb
Ive been with cricket since 2013 Recently I requested a refund on my account Nov 9 2019 because I accidently made double payments on my account and the service agent told me that I would be receiving my payment in hours which she lied and multiple serivce agents lied I was told 3 to 5 business days then 7 to 10 business day then 10 to 15 days. They are all over the place, all I want is my 67.00 refund returned to my card immediately and I have been mislead and lied to considering the fact I have been a loyal and respectable customer im hoping this matter will be resolved before the day is over and my 67.00 refund is sent today back on my card as of 11.11.2019 I need to hear from someone asap please! 11.11.2019
We were able to review Ms. account and found that there was a duplicate payment processed. We reversed one of those payments. We attempted to reach Ms. without success. We did leave a message which included our direct contact information. Chiquitta with Cricket /Wireless Corporate Office should Ms. have any additional questions or concerns.
Chiquitta
Customer Support Escalation Manager
Cricket Wireless Corporate Office
I called on Oct 7 to have my sons' phone service suspended/canceled. I was told to call my bank and have the $50 payment that was just processed reversed. I then called to have it reinstated on the 27th ony to find out they want to charge me for the $50 of service I didn't use for the month of October. They said it is to "hold" the number. I was then told I could have canceled in lieu of suspending and avoided this charge and just paid a fee of $25 to reactivate. No one explained any of this when I called not am I willing t pay full price for a month of service I didn't even have. Thay are also trying to prorate a fee for Oct 27-now fr service that also didn't work. I couldn't even make calls to or from the phone during this time period.
Product_Or_Service: Apple /I phone6/
Account_Number: XXX-XXX-XXXX
Other (Requires Explaination) I do not want to pay for service I didn't even use and feel that this was a very complicated process and the options were not clearly explained during the time I called to suspend my service. I would like to have these charges removed. If they are not I will not be reactivating my service with Cricket.
This correspondence is in response to a complaint filed by ***. In the complaint, Ms. states that she paid for services that were unused and requested a refund for those charges.
We attempted to speak with Ms. to discuss her account and complaint, however we were unable to reach her. Without speaking with Ms., we are unable to confirm that her issue has been resolved. If Ms. still requires assistance with her complaint, she may contact Ron, Cricket Wireless Corporate Escalations Manager, at XXX-XXX-XXXX.
We thank Ms. for her communication and look forward to speaking with her.
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 have reached out to the number above a couple times now with no response back to discuss this issue further. I left my name, a description of the issue as well as a call back number. No one has tried to contact me to resolve this complaint.
December 23, 2019
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 she not has been contacted by Cricket Wireless to resolve her issue.
We attempted to speak with Ms. to discuss her account and complaint on December 20, 2019 as well as December 23, 2019; however, we were unable to reach her. Without speaking with Ms. as previously stated, we are unable to confirm that her issue has been resolved. If Ms. still requires assistance with her complaint, she may contact Ron, Cricket Wireless Corporate Escalations Manager, at XXX-XXX-XXXX.
We thank Ms. for her communication and look forward to speaking with her.
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 called and left a number to reach me and no one has attempted to contact me. I have no record of anyone calling on either of the days indicated. Againsomeone can call me at XXX-XXX-XXXX to resolve this issue. my son's phone has been shut off and there isn't a way to reach me on that device.
This has been resolved. I have a zero balance.
We were happily paying Cricket Wireless $100.00/month for 5 lines GroupSave plan($20.00/line) since 2014, until yesterday(11/9/2019) when one of the people in the GroupSave plan ported over to T-Mobile because Cricket had a drop in service for him for over 2 days. We called Cricket today(11/10/2019) because we realized that we would be paying $110.00 for one less line($25.00/line). Representative-A gave us the option to save us $10.00 per month($25.00/line) by changing us to a plan that has a downgraded speed of 3Mbps from the original 8Mbps. We agreed to the change and he switched us over to the new plan. After we got off the phone with Cricket, we logged into our account and noticed that our plan was charged a fee of $48.00. We called Cricket immediately to ask what the charge is for. Representative-B told us that it is an administrative charge for changing the plan. We told Representative-B that we were not made aware of this charge and we asked to speak to a Supervisor. The Supervisor did some investigation, and explained to us that the charge is actually for a retroactive "upgrade fee for the difference between the two plans" which costs $12.00 per line. He explained that Representative-A did an "upgrade" for us from a plan that was $40.00/month to $55.00/month. We told the Supervisor that the Representative-A did not make us aware of such a charge before he initiated the change. The Supervisor apologized to us again and again that we were not made aware of such a change and that he cannot do anything about other than issue a $15.00 credit. We were forcefully charge a fee of $48.00, not $15.00. We wanted to escalate further but he said this is as far as we will get over the phone because Cricket has no more US call centers.
Product_Or_Service: Samsung /S9/Unlimited Core Plan
Account_Number: XXX-XXX-XXXX
Other (Requires Explaination) We were forcefully charge $48.00, but the Supervisor can only credit us $15.00, which is not acceptable.
This correspondence is in response to a complaint filed by ***. In the complaint, Mr. states that one of the five lines on his account ported to another carrier and, as a result, he lost his Group Save discount. Mr. then changed his rate plans to new plans, but was charged for the difference in plan pricing.
We researched ***'s account and found that there were rate plan changes made on the account causing prorated charges to be applied. The difference in those charges were credited back to the customer on November 10, 2019.
Mr. is currently not a Cricket Wireless customer, he ported out to another carrier on November 22, 2019. We spoke with Mr. on December 4, 2019. He acknowledged that he did get the credit requested in the complaint; however, he requested to get his account balance for those credits sent to him. We are working with Mr. to send him his balance via check and will stay in communication with him.
We thank *** for his communication with us and trust that this explanation properly addresses his concern.
Regards,
Cricket Wireless, Customer Support
1025 Lenox Park Blvd
Atlanta, Georgia, XXXXX
/RM
Thank you so much Revdex.com and Cricket Wireless for resolving this complaint.
It has been 9 days since Cricket allowed my phone number of over 20 years to be ported away from my account without my knowledge, permission nor did the thief provide them my security pin. They just let it go when another service asked for it. I have to provide my pin just to talk to someone about it. I called immediately upon realizing my phone no longer worked. They didn't and still don't know what happened or what to tell me other than wait. Every day after that they said I would have it back by the following day. Every time I call I have to explain what happened all over again. I tried to go into their brick and mortar location and they were even less helpful. One customer service rep told me that the problem was that they didn't know the provider, account # or the pin on the NEW service and that was why I couldn't get my number back. So I took it upon myself to call over 15 reseller service providers until I found the one who had my number. After talking with their customer service and explaining the situation I got the information Cricket supposedly lacked that would get my number returned to me. At that time Cricket charged me over $80 ($80 for the prepaid service and $9.99 for a new sim) to 'reinstate my line'. They told me I would have it back by 3pm, then 5pm of day 7, then by day 8 by noon. On day 8 I was told again that I would have to wait until tomorrow (day 9). As of day 9 I still do not have service to my number. This whole situation has caused me other issues as well. Other accounts have been opened with my name and stolen phone number. Cricket has been no help in any way. It is extremely frustrating.
Product_Or_Service: Motorola /g6/Unlimited
Account_Number: XXX-XXX-XXXX
Other (Requires Explaination) I want a refund of the money I have spent on this and my number returned to me so that I may change to another carrier without any issues.
This correspondence is in response to a complaint filed by ***. In this complaint, Ms., states that she feels that fraudulent activity occurred on her Cricket Wireless account.
We attempted to contacted Ms. via phone and e-mail, but we were unsuccessful in speaking to her. We wanted to gain a bit more information so that we could better assist her.
We left our contact information Chiquitta with Cricket Wireless Corporate Office should Ms. want to further discuss her complaint.
We thank Ms. for her communication and look forward to assisting her.
Regards,
Cricket Wireless, Customer Support
1025 Lenox Park Blvd NE
Atlanta, GA 30319
/CE
(The consumer indicated he/she DID NOT accept the response from the business.)
I did receive an email on Friday and did respond promptly. I have had my phone number back and voicemail set up and has been since I left them. I never received a call or voicemail. At the time of the original complaint it had been 9 days without a working phone number. On the 11th day I stayed on the phone with Customer service all day until they used the information I learned about the carrier that had my number and got my phone working. 2 days later it was stolen again. I was then charged AGAIN to get my number back, this time in the same day as I refused to get off the phone with Cricket until they got it back. I had to purchase yet ANOTHER sim card to do so. Cricket was no help at all with my situation. I am completely unhappy. I should not have been charged multiple for this. Cricket should have done more to help me with the initial situation as well as helped secure my account to insure it would not happen again. I was lied to repeatedly by customer service. The second time my number was stolen I was told by customer service that it wasn't stolen and that it was in fact safe. That there was some other problem with my account that turned my phone off. I was told over and over again there was nothing they could do in regards to charging me over and over again and that if I wanted my phone turned back on I would have to pay for another month. Nothing ever came of their so called investigation. They never helped me with anything other than taking my money. I want my money back.
This correspondence is in response to a rebuttal to a complaint filed by ***. In the rebuttal, Ms., states that she feels that Cricket Wireless should refund her for the additional charges that she incurred due to fraudulent activity that occurred on her account.
We contacted Ms. to gain a better understanding of her complaint. We reviewed her account and found that she was charged twice for having her account reactivated and for new SIM cards. We agreed to issue a refund to her credit card for the additional charges. We advised Ms. to allow 7 - 10 business days for the refund.
We thank Ms. for allowing us the opportunity to assist her with her complaint.
Regards,
Cricket Wireless, Customer Support
1025 Lenox Park Blvd NE
Atlanta, GA 30319
/CE
Starting October 26th 2019 the text, voice call and internet has either not been functioning properly or not functioning at all. The service up until this point has been fantastic. I have made five telephone calls to cricket each time going through troubleshooting steps. Each telephone call made, a cricket employee has advised me that the cell tower or towers near me are degraded and undergoing repairs or maintenance and I am given a date when the repairs are to be completed. The date has always been within a few days of my call however after said date the problems continue. We auto pay for mine as well as my wife's cell plan but are not getting the service we are paying for.
Product_Or_Service: Samsung /Galaxy/Unlimited wireless
Account_Number: XXX-XXX-XXXX
Other (Requires Explaination) Would like an actual resolution plan of some kind as well as a realistic date of when this is to occur. If the problem cannot be resolved we should be made aware of this so we can seek other options for cell service.
This correspondence is in reference to a complaint filed by Mr. *** regarding his Cricket Wireless account. Mr. states that for the past couple months he had several issues with his service. He states he called in several times, but no one would assist him. He wanted to know when the issue would be resolved, but states he was never given an accurate date.
We reviewed Mr. account and found that he'd ported his lines out to a different provider.
We contacted Mr. to gain a bit more information regarding his complaint, and he advised us that he received good service from the representatives, but they were unable to provide an accurate date as to when the issue would be resolved.
We apologized for any inconvenience this may have caused him and thanked him for allowing us the opportunity to assist him.
Regards,
Cricket Wireless
Customer Corporate Relations
1025 Lenox Park Blvd. NE
Atlanta, GA XXXXX
/CE
Money is missing from my account that I paid in cash
Product_Or_Service: Motorola /Moto g7 supra/Unlimited
Account_Number: XXX-XXX-XXXX
Other (Requires Explaination) Credit to my account for the missing money
This correspondence is in response to a complaint filed by Ms. *** regarding Cricket Wireless. In this complaint, Ms., states that she made a cash payment that doesn't appear on her account.
We reviewed Ms. account and found that the cash payment posted to her account on 11/9/19.
We attempted to contact Ms. without success. We left her a message advising her of the aforementioned discovery on her account.
We provided our contact information should Ms. have any additional questions or concerns, she can reach me Chiquitta with Cricket Wireless Corporate office at the number provided.
We thank Ms. for her communication and trust that this explanation properly addresses her concern.
Regards,
Cricket Wireless
Customer Corporate Relations
1025 Lenox Park Blvd NE
Atlanta, GA 30319
/CE
On October 5th 2019 I placed an online order for 2 phones and services (XXXXXXXXX). My credit card was charged and I never received items nor refund.
On October 5, 2019 I placed on online order for 2 phones (V35 ThinQ & moto g7 supra) and 2 unlimited Cricket Core in an attempt to port my existing numbers. Order number is XXXXXXXXX. I received a confirmation email of the order. On October 6th I received an additional email requesting information for the number transfer. When opening the link I was unable to update anything. On October 8, 2019 I received another email stating my order was delayed due to shipping issues. After not receiving further email updates, on October 14, 2019 I called Cricket Customer Service. I was directed to a few departments before being informed that my order had been cancelled and I should be receiving a full refund in a few days. It is now November 7th and I have yet to receive a refund or any updates.
Full refund for order XXXXXXXXX. After a month, this is completely unacceptable.
This correspondence is in response to a complaint filed by ***. In the complaint, Mr. states that he placed an online order for two device and attempted to port his numbers but never received his order. He is requesting a refund.
We reviewed Mr. account and ensured that he received a full refund for his canceled online order.
We thank *** for his communication and trust that this explanation properly addresses his concern.
Regards,
Cricket Wireless, Customer Support
1025 Lenox Park Blvd
Atlanta, Georgia, 30319
/RM
(The consumer indicated he/she ACCEPTED the response from the business.)
I purchased a LG phone online from Cricket.com for $144.05 but when I received the phone it did not work so I was instructed by Cricket Warranty Dept to return the product using UPS and I did. Please let me say that not only did I have to wait for a refund but all of my money was not returned. I am owed $57.46 but cricket is refusing to return my money stating I was charged an upgrade fee but again the phone did not work so my phone was not upgraded and also I purchased some accessories with the phone which was also returned with the phone and this was not refunded. I believe this is an online scam to get customers to make an online purchase so cricket can make a profit.
Product_Or_Service: LG //
Account_Number: XXX-XXX-XXXX
Other (Requires Explaination) I would like all of my money refunded. I am owed $57.46 because I only received $86.59 and the full online purchase was $144.05.
This correspondence is in response to a complaint filed by ***. In the complaint, Ms. states that a refund was not granted for her returned device, accessories as well as her upgrade fee.
We researched Ms. account and found that she made an online purchase on October 23, 2019. Ms. later returned all items within our return period. She was then refunded for her device purchase. The upgrade fee charge and the charge for accessories were non-refunded. After confirming that the accessories were returned, we issued a refund for those accessories as well as the upgrade fee.
We have communicated this to Ms..
We thank Ms. for her communication and trust that this explanation properly addresses her concern.
Regards,
Cricket Wireless, Customer Support
1025 Lenox Park Blvd
Atlanta, Georgia, XXXXX
/RM
(The consumer indicated he/she DID NOT accept the response from the business.)
I only received $29.99 credit on my monthly payment so I am assuming this is part of the refund, however I have not received the remaining $27.47. Also, I received no response from Cricket concerning the details of the refund and how it will be reimbursed to me because it should have been refunded back to my credit card. Thankyou.
December 17, 2019
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 she did not receive a full refund back to her credit card.
We researched Ms. account and found that she made an online purchase on October 23, 2019. Ms. later returned all items within our return period. After confirming that the accessories were returned, we issued a refund for those accessories. After the rebuttal, we then credited the upgrade fee for the returned transaction to her account, which was the customer's desired resolution.
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, XXXXX
/RM