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 no cellular (call service ) since Thursday 5/30. I contacted Cricket several times on the phone and virtual chat( I have transcripts) . The attempted to troubleshoot to no avail. I called back again they told me they were having issues with one of the cell towers in my area and everything would be resolved in 24 hours. Still no service. I contacted Cricket again to try to resolve the issue and they told me they can't give me an estimate of when my service will be running again. I paid my bill in advance $30 for the month of June but I I'm not receiving services. I asked them for a refund and to cancel my service but they said they can't give me a refund.
Product_Or_Service: LG //
Account_Number: XXX-XXX-XXXX
Other (Requires Explaination) I would appreciate a refund because I'm not receiving service for what I paid for.
This correspondence is in reference to a complaint filed by ***. In this complaint, Ms. states that she has not had service, and she would like to cancel her service and receive a refund.
We spoke with Ms. June 28, 2019 and she was no longer interested in maintaining service with Cricket since she has not been able to make or receive calls for almost a month. We agreed to cancel Ms. service as she requested. Upon reviewing her account, we discovered that she filed a dispute with her financial institution for June's service charges and they have processed a charge-back. We explained to Ms. that her payment was reversed as of June 13, 2019 and her financial institution should be issuing it back to her.
We apologize to Ms. for any inconvenience. 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
/SG
I can't log into my account to get all of my plan information since my phone is dead. Three weeks ago I bought a new Samsung Galaxy S9 at the Cricket Store in Lewistown, PA. When I got it I would have to wiggle the charger to get it to charge. I thought it was a charger issue, but it would charge so I used it. Finally on Friday, May 31, 2019, that charger wouldn't charge it anymore. So I went and bought another charger. That charger wouldn't work either. So I called Cricket to confirm it was a problem with the phone and not the charger. They did confirm that and forwarded me to their warranty department. The warranty department told me they could not replace the device because it was caused by normal wear and tear. I told them I wanted to talk to a supervisor, so they forwarded me to the floor manager. The floor manager then told me it was as problem with the phone from when it was bought and I should have taken back to the store the day I got it to have it checked. So they each gave me two different stories but neither would refund for replace the device. My phone is now dead and unable to be used.
Product_Or_Service: Samsung //Unknown
Account_Number: XXX-XXX-XXXX
Other (Requires Explaination) Being that the device is brand new I would like a refund or replacement.
This correspondence is in response to a complaint filed by *** regarding Cricket Wireless. In his complaint, Mr. states that the new Samsung Galaxy S9 he purchased on *** 6, 2019 would no longer charge. He purchased a new charger, but the issue persisted. He contacted Cricket customer service and was transferred to the warranty department. The warranty department told him they could not assist with replacement because the problem was caused by normal wear and tear. Mr. is asking we assist him with a device replacement.
We called Mr. on June 4, 2019. We spoke with Ms., she reported that the phone will charge only if the device is completely turned off. This was not the case when she first purchased it. We assisted Ms. with a device replacement. We provided the tracking information and RA number so she can return the defective device back to us. Ms. had no more questions.
We thank Mr. for her communication and trust that this explanation properly addresses her concern.
Regards,
Emilio ***
Cricket Wireless
Corporate Customer Relations
575 Morosgo Dr., 12th Floor
Atlanta, GA XXXXX
XXX XXX-XXXX
I paid almost 300 for two phones, service, and a case. The case I paid for allowed my phone to fall on a concrete floor.
Account_Number: XXX-XXX-XXXX
Other (Requires Explaination) At this point I asked cricket to refund the case they refused. I am no longer satisfied, and want a full refund of my 300 dollars, or my phones unlocked by a Cricket location.
This correspondence is in reference to a complaint filed by ***. In this complaint, Mr. states that an accessory that he purchased, in this instance a phone case, allowed his device to fall on the floor. Mr. wants a full refund for both devices that he purchased and for the devices to be unlocked by Cricket.
On June 25th, Mr. was reached via email. He was also informed that we received another email that he wrote Cricket leadership and provided additional details.
Mr. details in the email to leadership that he ended up recycling one of his devices via a Eco ATM (https://www.ecoatm.com/), which is a kiosk to sell your used devices for cash. Therefore, we could not process a return for his device, if he elected to sell it to a third party.
Regarding returns of the devices, Cricket has specific criteria.
Returns or exchanges must be done within 7 days
Day 1 is the date of purchase
If purchased online at cricketwireless.com, Day 1 is the date the phone is received
Phones must be in like-new condition (no liquid or physical damage, no excessive wear and tear, no cosmetic defects)
We thank Mr. for his communication and trust that this explanation properly addresses his concern.
Regards,
Cricket Wireless, Customer Support
575 Morosgo Dr., NE
Atlanta, GA 30324
/cb
Sadly Cricket Wireless/ ATT has no motivation to resolve this problem and quickly found any reason possible to avoid actually discussing it. At this time you are welcome to close this case, please note the customer is not satisfied.
I have been experiencing issues with my calls dropping and text messages aren't being delivered . I've been having this problem for weeks , but it has been getting worse within the last couple of days . When I call customer services I was constantly hung up on , belittled , and disrespected. An employee told me that I basically needed to wait for a ticket to be created . They were unable to tell me how long the ticket would take and if the issue would be fixed . In the middle of me asking about my services that I already paid for , and if I would still be charged for my upcoming cycle . I was told no and was hung up on . When I called back after being hung up on , the next manager told me I had to speak with as many people as I did because of profanity which was not true . I spoke with almost 8 different representatives and was nice to all accept for one , which was the one who basically said they wouldn't be helping me at all . Not only was I dismissed by the final manager I spoke with , I was not helped in any fashion , nor was I treated like a loyal customer . I am currently paying for a service that doesn't work , with no help from the provider
Product_Or_Service: Apple /iPhone XR/Unlimited
Account_Number: XXX-XXX-XXXX
Other (Requires Explaination) I would like to be reimbursed for the services I am unable to use
This correspondence is in response to a complaint filed by Ms. *** regarding Cricket Wireless. In this complaint, Ms. states that she has had several issues with her device. She states she has had several dropped calls and text messages that were not delivered.
We reviewed Ms. account and found that our technical support team had completed an investigation of the network in her area and determined that they were unable to locate any network issues.
We contacted Ms. to advise her of our findings and she states she was already aware of technical support's findings. She stated she is still having issues with dropped calls and delayed text messages. We informed her that her device is still under warranty and advised her that she might want to take it to an Apple store to have them look at it.
Ms. states that she should receive compensation for the time she wasn't able to use her phone. We explained our technical support findings again and advised her that the issue is not with our network.
We decided we would issue a onetime courtesy credit for a portion of her monthly service charge.
Ms. was happy with our resolution to her complaint.
We thank Ms. for her communication and trust that this explanation properly addresses her complaint.
Regards,
Cricket Wireless
Customer Corporate Relations
575 Morosgo Dr. NE
Atlanta, GA 30324
/CE
On Tuesday *** 28, 2019 I went to Cricket Wireless at 2527 Lake st in Melrose park, IL and informed the sales associate Leslie that I wanted to get a new phone. She got all my information to order the phone because she said they don't keep that model in the store and it will have to be shipped to the store. She said she will contact me in 2 days. Two day later I didn't hear anything and called the number she provided and no one answered I went to the store and asked Leslie and her manager Addy about the phone both stated the phone was delivered to another store and that they will contact me. No one contact me by the end of the business. I called the following day and got put on hold by Addy who never returned back to the phone. I went up to the store and Addy stated with a smile that my phone they order was sold. No apology, and then sated that I can reorder the phone.
Account_Number: XXX-XXX-XXXX
Other (Requires Explaination) I want a credit adjustment on my bill and a refund on my deposit that I made with another cricket store to have my phone delivered. I also would like a customer service training class to be held for sale associates and managers when dealing with customers.
This correspondence is in reference to a complaint filed by ***. In this complaint, Ms. states that she visited a Cricket Authorized Retailer to purchase a new device, and they agreed to order the device since they did not have it in stock. Ms. states that she reached out to the store since she had not heard anything about her order, and they advised her it was shipped to another location. after not being contacted again she reached out to the store again, only to be told her device was sold to another customer.
We forwarded this information to the stores ISE and he contacted Ms. Smith and they reached a resolution. We contacted Ms. Smith on June 26, 2019 and she confirmed that this issue has been resolved.
We thank Ms. Smith for her communication and trust that this explanation properly addresses her concern.
Regards,
Cricket Wireless, Customer Support
575 Morosgo Dr., NE
Atlanta, GA 30324
/SG
Over charge for service not received
I was trying to find some details on Cricket website about roaming service on May 14th and accidentally clink a link and it turned out I added extra feature on my plan. I realized right away and called customer service. She told me that no worry. She reversed the transaction and I won't be charged at all. The plan is back to original. Today I noticed that I was still got charged $15. I contacted customer service again for 3 times and they refused to refund the $15.
I am asking for a refund!
This correspondence is in response to a complaint filed by Ms. *** regarding Cricket Wireless. In this complaint, Ms. states that she accidentally clicked on a link while viewing international rates on Cricket Wireless website and the feature was added.
Ms. states she didn't know she was adding the feature. She states she called to remove the feature immediately once she received the notification that there was a change to her account.
We reviewed her account and found that the feature was removed shortly after it was added. We decided we would issue a one-time courtesy credit for the international charge since it was immediately removed.
We attempted to contact Ms. and provided her the aforementioned information, but we were unsuccessful in speaking to her.
We provided our contact information, Chiquitta with Cricket Wireless corporate office should Ms. wish to further discuss our decision.
We thank Ms. for her communication and trust that this explanation properly addresses her complaint.
Regards,
Cricket Wireless
Customer Corporate Relations
575 Morosgo Dr. NE
Atlanta, GA XXXXX
/CE
I have been over charged charged for a hot spot that I asked them to remove several times they always say the remove it and never do they refuse to refund the money and I ah e just been paying for this after repeatedly being told by their customer service that it has been removed they also have the account locked so o can't make changes online customer service is rude and can not understand nothing you say
Product_Or_Service: Apple //Unlimited
Account_Number: XXX-XXX-XXXX
Other (Requires Explaination) I would like the money I have paid for an u send hit spot returned
This correspondence is in response to a complaint filed by Ms. ***. In the complaint, Ms. states that she was continuously charged for the hotspot feature even though she called several times to remove the feature. She further states that her online account is locked, and she is unable to make changes on her own. She also feels that the customer service representatives are rude and cannot understand her.
Cricket Wireless Corporate Manager, Damaris, spoke with Ms. and discussed her complaint in further detail.
In researching Ms. account we could not find any requests to remove the hotspot feature.
In the event a customer forgets their user id and/or password *** their online account they *** click on the "Forgot Username and/or Password" link to reset the necessary information. If a customer enters the incorrect information too many times, as a precaution, the online account will become locked. The same process can be used at this point to unlock the account by resetting the necessary information.
We understand that Ms. would like to speak with a customer care representative who she could communicate with effectively. Cricket Wireless encourages global diversity within our workforce and even though our agents *** have accents different from ours we can attest to their professionalism and ability to help our customers with their needs. Cricket Wireless has other tools that can be used to assist with contacting a customer service representative. We encourage Ms. to try our chat services via her device or at www.cricketwireless.com. Please know that we value her feedback and her concerns will be forwarded to the appropriate channel for future development.
We thank Ms. for her communication and trust that this explanation properly addresses her complaint.
Regards,
Cricket Wireless
Customer Corporate Relations
575 Morosgo Dr. NE
Atlanta, GA XXXXX
/DA
My phone was stolen. My replacement plan phone is a messed up phone has constant ads popping up making it impossible to use. They refuse to fix.
I pay for the protection plan every month and when my phone was stolen I used it to replace my phone. The replacement has issues like ads popping up constantly interfering with being able to use the phone. The phone has widgets that pop up that won't go away. Cricket verified they sent me a messed up phone but wants me to pay to replace it again.
Would like my phone replaced at no cost to me.
This correspondence is in response to a complaint filed by *** regarding her device insurance claim with Asurion. Ms. states that she filed an insurance claim with Asurion, the provider of Cricket Protect device insurance, because she lost her device. According to Ms. the replacement device is not working as she expected. She mentions that pop up ads on the device are making it difficult to use.
We have attempted to contact Ms. on several occasions to discuss her complaint further and to assist her with any troubleshooting that maybe necessary, however we have been unable to get physically speak with her. If Ms. continues to experience difficulties with her device, she can contact us at the number we have provided, and we will be happy to further assist her. Ms. can also contact Asurion, the provider of Cricket Protect device insurance for assistance with a replacement if she prefers. For full information on the Cricket Protect device insurance program Ms. can visit ***
Without the opportunity to speak with Ms. we are unable to further assist her with her complaint.
We thank Ms. for her communication and trust that this explanation properly addresses her complaint.
Regards,
Corporate Customer Relations
575 Morosgo Dr. 13 Floor
Atlanta, GA 30324
/KM
(The consumer indicated he/she DID NOT accept the response from the business.)
They have never attempted to contact me in any form. They refuse to send me my money back or a working phone. Telling me to call you from a phone that you know doesn't work is a silly game your playing too avoid doing what is right. Send me my money back or a working phone.
You can also stop trying to charge me a monthly for a service I don't have and will not be paying for.
(The consumer indicated he/she DID NOT accept the response from the business.)
No attempt had been made to contact me by email mail. Again the phone I recieved is broken and does not work so of course you can't call me. I'm still waiting for a working phone that I've already paid for. I'm also still waiting on a refund for the fake insurance plan I was paying for.
Pretending like you've tried to contact me is not ok and a lie. I need a working phone or all my money back.
July 8th, 2019
Revdex.com
Online Complaint
Re: ***
Complaint ID: XXXXXXXX
Dear Sir/Madam,
This correspondence is in response to a rebuttal filed by *** regarding her device insurance claim with Asurion. Ms. states that she filed an insurance claim with Asurion, the provider of Cricket Protect device insurance, because she lost her device. According to Ms. the replacement device is not working as she expected. She mentions that pop up ads on the device are making it difficult to use.
The rebuttal stated that we never attempted to contact the customer in any form. We have attempted to contact Ms. on several occasions to discuss her complaint further and to assist her with any troubleshooting that may be necessary. These attempts have been made via telephone, the customer has also made inbound calls for communication regarding her account. We are also fully aware that the customer's line is currently cancelled and closed.
If Ms. continues to experience difficulties with her device, she can contact us at the number we have provided, and we will be happy to further assist her. Ms. can also contact Asurion, the provider of Cricket Protect device insurance for assistance with a replacement if she prefers. For full information on the Cricket Protect device insurance program Ms. can visit https://www.cricketwireless.com/support/plans-and-features/cricket-protect-device-insurance/customer/cricket-protect.html.
We thank Ms. for her communication and trust that this explanation properly addresses her complaint.
Regards,
Corporate Customer Relations
575 Morosgo Dr. 13 Floor
Atlanta, GA 30324
/RM
Cricketwireless.com states that there is no limit to the number of devices that you may trade in. It also states that you may trade in a "battered" phone as long as it powers on and the screen works. The Moundsville, WV location refuses to honor either of these statements.
They would allow only 2 trade ins and refused to even look at a cracked screen.
Account_Number: XXX-XXX-XXXX
Other (Requires Explaination) I would like to trade in all phones that I had attempted to trade (no limit) towards the purchase of a new device. I simply desire for Cricket to abide by their websites statements.
This correspondence is in reference to a complaint filed by Ms. *** regarding her account. Ms. states that a Cricket Wireless Authorized Retail location is not allowing her to trade in a broken device even though our website states she can trade in any device even a broken device.
We reviewed Ms. account and found that she'd already traded in 2 devices. She was attempting to trade in another device that had a broken screen, but the authorized retailer would not accept the device.
Per Cricket Wireless terms and conditions: If your current phone powers on and has a working screen, you may qualify for a credit towards the cost of a new Cricket phone. Any wireless phone can be traded up, but not all will be eligible for a credit.
For more information regarding the trade up process, you can visit:
https://www.cricketwireless.com/support/apps-and-services/device-trade-up.html
We attempted to reach Ms. without success. We wanted to provide her some additional information regarding device trade up. We left our contact information Chiquitta with Cricket Corporate office, should Ms. have any additional questions or concerns.
We thank Ms. for allowing us the opportunity to assist her and hope that this explanation properly addresses her complaint.
Regards,
Cricket Wireless
Customer Corporate Relations
575 Morosgo Dr. NE
Atlanta, GA 30324
/CE
(The consumer indicated he/she DID NOT accept the response from the business.)
This response is not correct. First of all, we have never made a trade in of any kind on our Cricket account. We have purchased 2 LG Stylo 4s. We purchased these outright with no trade in on either. Also, we were attempting to trade in 7 smart phones, only 1 of which had a crack on a screen (worked perfectly). The other 6 phones are in perfect condition. The response from Cricket mentions nothing about the perfect phones that were also rejected. They seem to be focusing on the one cracked screen phone and completely ignoring the fact that we were told we could trade in only 2 phones. This is not what the site states. NO LIMIT means no limit.
(The consumer indicated he/she DID NOT accept the response from the business.)
I cannot accept a "resolution" when no resolution has been offered.
August 1, 2019
Revdex.com
Online Complaint
Complaint No: XXXXXXXX
Re: Ms. *** - rebuttal
Dear Sir/Madam,
This correspondence is in reference to a rebuttal to a complaint filed by Ms. *** regarding her account. Ms. states that she never used the trade in of devices to purchase her device. She states that Cricket Wireless site states that she has no limit to the devices she can trade in.
We reviewed Ms. account again and Per Cricket Wireless terms and conditions: If your current phone powers on and has a working screen, you may qualify for a credit towards the cost of a new Cricket phone. Any wireless phone can be traded up, but not all will be eligible for a credit.
For more information regarding the trade up process, you can visit:
https://www.cricketwireless.com/support/apps-and-services/device-trade-up.html
We thank Ms. 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 Corporate Relations
575 Morosgo Dr. NE
Atlanta, GA 30324
/CE
Best Business Bureau:
I, *** am the owner of 5 lines set it up with Cricked back on June 2016. The phones and the monthly plan are paid from my credit card.
On 11/5/18 at 8:08am I called the Cricket customer service who helped me to enter a note in my account, so no changes were made on the account.
However even after pins, secret question/answer, etc were entered on the account, these were not checked by a Cricket store in Orange NJ.
On 11/5/18 at 12pm a line was moved without explaining to the person on the store that the plan will be changed and additional charges will be incurred on the credit card on file.
I called Cricket who apologies for what happened and added the line back to the plan as this was moved without my authorization.
However, Cricket refused to keep us in the same plan and changed us to a new plan of 5 lines for $125.
This is not acceptable as I did not request to move or make any changes to the account; nor the person who accidently moved the line was advised or instructed of the changes or repercussion that it will cause.
I feel this is not a good practice to make changes on anyone accounts without the proper verification, explanation and especially if the person is not the owner or person who credit Card is on file.
This type of action can cause fraud and legal problems to both sides, the customer and Cricket.
I hope Cricket take responsibility for the actions their sales/customer service representatives have caused, and reinstall the plan I opened with them back on June 2016 which is the 5 lines per $100.
Regards
***
Account_Number: XXX-XXX-XXXX
Other (Requires Explaination) To reinstall the old plan I opened with them back on June 2016, which is the 5 lines per $100.
This correspondence is in reference to a complaint filed by ***. In this complaint, Ms. states that he monthly service plans were changed without her authorization which caused her Group Save discount to change. She states she went from paying for 5 lines for $100.00 to paying $125.00. Ms. is requesting to be converted back to her original plan.
We agreed to change Ms. account back to the 5 lines for $100.00. We attempted to contact her to provide her with our resolution and we were unsuccessful. Should Ms. wish to discuss this matter further, she can contact Seindah at XXX-XXX-XXXX.
We apologize to Ms. for any inconvenience. 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
/SG
(The consumer indicated he/she DID NOT accept the response from the business.)
Last week I spoke with the representative from Cricket, who stated that my plan will be converted back to the original plan of 5 lines for $100 as of August 2019. However the plan should be back to the original plan as of November 2018 when was the time Cricket changed without my consent.
Today 07/25/19 I reviewed my act online and it appears that my plan was changed to 5 lines for $130.
I will contact Cricket for this matter and will keep you posted. But please do not close this case yet.
Thanks so much for you help and assistance.
Regards
July 29, 2019
Revdex.com
Online Complaint
Complaint No: XXXXXXXX
Re: ***
Dear Sir/Madam,
This correspondence is in reference to a rebuttal filed by ***. In this complaint, Ms. states that she did not accept our response, due to not receiving a credit for the difference in price in the monthly service plan that she was changed from. Ms. also states she reviewed her account and her plan has not reflected a change.
We originally advised Ms. when we spoke with her, that due to the plan change being requested by a user on the account, we are unable to credit the rate plan difference. We agreed to make a one-time exception to change her back to the original price plan.
We also spoke with Ms. on July 25, 2019 and confirmed that her plan has indeed be converted back to the 5 lines for $100.00.
We value Ms. feedback. Based on the aforementioned, we respectfully request that her complaint be closed at this time, as we are unable to assist further. We thank Ms. for her communication trust that this explanation properly addresses her concern.
Regards,
Cricket Wireless, Customer Support
575 Morosgo Dr., NE
Atlanta, GA 30324
/SG
(The consumer indicated he/she DID NOT accept the response from the business.)
I reviewed my account and the plan was indeed changed to my old plan of 5 lines for $100.
I am really thankful for this.
However as I stated before the plan was opened by me and all phones were bought by me, using the credit card on file. 4 of the 5 phones were bought from Cricket using my credit card and under my name.
There is no name on file other than my.
The phone line that was removed from my plan was locked at the time. Therefore there is no way that Cricket could confirm that the person who was in the store was the owner of that phone.
The account has a pin # and security code that were not provided by the person in the store when the phone line was removed from my plan.
When reported all these to Cricket they apologies and returned the phone line to my plan; but whit a new rate.
For all these reason, I request a credit for all these 8 months that I was paying $125 a month.
Regards
Service started Feb 24th 2019. Pd for an "Unlimited" plan. Service was suspended without notice. In fact, I didn't know it until I went to looking for a store to make a pymt. They charge $3 just to make your pymt. Parent company is AT&T, that explains why these con men want access to people's accounts. I made the pymt and their extortion fee, but to this day, they've failed to restore the data plan. I am going to pursue legal action for false advertising and failure to provide service pd for. Parent company being AT&T explains why these con men want unfettered access to people's accounts. Complaints to the FCC, FTC, and Consumer Protection. This isn't the first time they've done this to me.
Mobile Network State: Disconnected
Numerous msgs sent to these people, they NEVER planned to provide the pd for service.
Product_Or_Service: LG /Stylo 3/Unlimited
Account_Number: XXX-XXX-XXXX
Other (Requires Explaination) I want my money back. I'll go elsewhere to get service. I want to get what I pay for. And there are a ton of providers that don't charge to make cash pymts. Nobody needs this jacked up service. AT&T will be included in forthcoming litigation.
This correspondence is in response to a complaint filed by Ms. ***. In this complaint, Ms. states that her services were suspended without her consent and she is seeking reimbursement of the convenience fee she received.
After reviewing the account, we discovered that Ms. service was suspended on March 24, 2019 for non-payment and it was reactivated the same day after going into a Cricket Wireless store and paying the balance along with a convenience fee. For this reason, we are rejecting Ms. request for a credit of the convenience fee.
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
/EM
What additional information do you want? Nothing shows up here. Where's their response? I want to read that.
Employee lied to us about the refund for the suspension. Spoke with supervisor and they PROMISED a credit to our account of $30 towards our August phone bill(to refund broken phone's line). Supervisor's are refusing to give credit even after promised. Phone was broken but still made us pay when we didn't have to in the first place.
Product_Or_Service: Other /Orbic Wonder/Basic
Account_Number: XXX-XXX-XXXX
Other (Requires Explaination) Just want our promised $30 of credit. Customers for 2+ years and spoke with 2 different supervisors and 2 employees.
This correspondence is in reference to a complaint filed by ***. In this complaint, Mr. states he was tricked into spending $30 on a line that he no longer wanted active.
Mr. called in and requested CTN ending in 8186 canceled 7/9/2018, however at the time his account was suspended. Mr. was required to pay his entire amount due in order to restore his service, he then could cancel the unwanted line. We have agreed to apply a credit towards Mr. account for the line he paid for and no longer wanted.
We apologize to Mr. for any inconvenience. We thank Mr. for his communication and trust that this explanation properly addresses his concern.
Regards,
Cricket Wireless, Customer Support
575 Morosgo Dr., NE
Atlanta, GA 30324
/SG
An employee tricked us into spending $30 extra dollars, so we spoke to a supervisor who confirmed the dishonesty. He promised us a credit of $30 to our cricket account towards our next bill. We never received it so I called back and they are trying to say nothing can be done about the refund now.
I have been unable to reach a Cricket representative to re-establish service on the phone number I had with Cricket.
Account_Number: XXX-XXX-XXXX
Other (Requires Explaination) I would like to re-establish service with Cricket using the available phone number I had for over four years with Cricket.
This correspondence is in reference to a complaint filed by ***. In this complaint, Mr. is requesting to reestablish service with Cricket using his previous phone number.
We contacted Mr. and advised him that once the account is cancelled over 30 days the phone number isn't retrievable. In Mr. case his account has been cancelled for over 4 years.
We apologize to Mr. for any inconvenience. We thank Mr. for his communication and trust that this explanation properly addresses his concern.
Regards,
Cricket Wireless, Customer Support
575 Morosgo Dr., NE
Atlanta, GA 30324
/SG
I still need the Revdex.com's assistance in resolving this problem please.
Ive been a loyal custumer there for a couple years I have been thru 4 differnt phones and they have all cracked very easy. The people in the store tell you that they cant due anything for you and half the time they don't know what they are doing. Oh then the upgrade cost more then buyimg a new phone when the upgrade is supose to ve cheaper. Then the employee tells you that they dont do trade on when it says on the website they do amd anothet employee says they do.
Product_Or_Service: LG /Stylo 2 and stylo 3/
Account_Number: XXX-XXX-XXXX
Other (Requires Explaination) I would like to come get 2 up grade on my phones because im on a family plan and once again both screens are broke. I would like to get those upgrade 100% free eaither online or in store. Phones of my choice with no hassel. If i can't get anything im going to go else where.
July 18, 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 was disappointed because she and her father upgraded to an Alcatel device. She stated that the devices had problems, for example her buttons on her device were faulty.
We contacted Ms. by phone on July 17, 2019. We let her know about our convenient warranty program for device replacement. Ms. informed us that she did not want the same type of device. We also let Ms. know that for the next device she purchases from Cricket, she can also elect to enroll in Cricket Protect.
We value Ms. as a long -term customer, and an exception was made to provide Ms. with a $50 service credit to go toward their next Cricket billing cycle to offset the $25 upgrade costs they would incur if another device was chosen.
We value feedback and apologize for any inconvenience or poor service she felt she received. Cricket strives to provide excellent service and we regret when that high standard is not met.
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
The new ones we got well one is broke and its starting to act up I have all my info on there. When I got the phone the screen was loose and the buttons was falling off.
They lied about my device was hotspot compatible for their Network. then 3 months later get a text message that my phone will be suspended for not having the only device to have it unlocked to use their hotspot is their devices or an iPhone. Then I called their customer service to inform them that I will not be using the hotspot and please don't disconnect my line. The next day I was disconnected. Then I called again and told this issues will be under investigation. Waited for a response from them and got nothing. Plus was going to to get refund for the time I didn't use of that line. Again another lie.
Product_Or_Service: Other /OnePlus 3T/Unlimited lines
Account_Number: XXX-XXX-XXXX
Other (Requires Explaination) I would like to have my line reactivate and refunded for the time that my line was disconnected.
July 18, 2019
Revdex.com
Online Complaint
Complaint No: XXXXXXXX
Re: *** J ***
Dear Sir/Madam,
This correspondence is in response to complaint filed by Mr. J ***. In his complaint, Mr. states that Cricket Wireless erroneously canceled his phone line (ending in 2940) on his account due to unauthorized hotspot usage.
It was determined that Mr. received text messages advising that line ending in 2940 was in violation of Cricket's hotspot (tethering) policy, after our systems detected unauthorized tethering on the device without paying for Mobile Hotspot. Our records indicate that Mr. contacted Cricket's customer care after some of the text message were received (February 22, 2019, March 14, 2019 and March 29, 2019) advising of Cricket's tethering violation. Due to the excessive tethering line ending in 2940 was subsequently canceled after continuous warnings. The policy is found under the Terms and Conditions located at www.cricketwireless.com/terms.
We thank Mr. for his communication and trust that this explanation properly addresses his concern.
Regards,
Cricket Wireless, Customer Support
575 Morosgo Dr., NE
Atlanta, GA 30324
/SG
I tired of these companies promise one thing but they done the opposite. If they want more information then read this please. I was told that if I stop that they will not disconnected my line but I stopped using that line for a hotspot WiFi but cricket wireless still disconnected my line the next week on the day the said they will disconnect my line. And then I asked if I will be able to keep the reconnect that line after that disconnected day and they rudely told me No, you have to get a new number and a new line. Then I got so upset that now I I had to change my # with all my accounts and logins that are tied to the disconnected line. Plus trying to find a job and for interviews to come. So Cricket stores will tell you anything to get a sale and then you get a headache from they support. I sorry cricket wireless phone selection is the best they don't have good affordable devices that is cheaper than a Apple iPhone or Samsung Galaxy S"whatever device" that is out my price range and does what my device at the time was a OnePlus 3T. That device specifically is better then the iPhone 7 and Galaxy S8 and it cost me at least half the full prices for those devices. So now that T-MOBILE is carrying the OnePlus devices. And they are cheaper too. Sorry I think Cricket need to look at these other devices if the have a hotspot for mobile WiFi to accept these devices to their list. Why fight for not purchase a cricket devices that are cheaper but as powerful as the new iPhones and Galaxies out there in the market.and allow them the access to use the hotspot WiFi for all Androids devices and you will make more money trust me. I would still had my old line and still pay for my hotspot WiFi too. For more Gigs too.
I am entering this on behalf of my wife, *** It is not the plan that is in dispute, but the phone itself.
We've had numerous problems with the phone, unexplained battery drain, rampant ads, apps not working, phone shutting down. The biggest problem is the phone will not, cannot update to the newest version of 5.0.
We have contacted Cricket numerous times their tech people cannot fix it, Samsung says it can be updated, and we tried going to a store to have it updated, they said it was, but it didn't..still version 4.2.
I tried contacting John *** president of Cricket and was handed off to Chelsea *** I explained the issue to Chelsea numerous times, that Cricket is preventing the update. I further explained that I personally have a Galaxy S4 through *** that did upgrade to version 5 with no problem. All I asked was either fix her current phone, replace it or offer her a new phone at the new number price. Chelsea said she issued a service ticket and would only offer $30 off a new phone.
About a week later we started to get a text from the tech dept, Dave, at Cricket. This was 2 1/2 hours of texting. He essentially said that management doesn't know what they are talking about, that Cricket did not intend on the S4's to be upgraded... the S6 came out years later and Cricket made those to be upgraded. Chelsea said their tech team will see that the phone is upgraded to the last version Samsung had..which is 5, but being a cricket phone, Tech said it cannot be upgraded. Chelsea keeps wanting to point out that the phone is out of warranty, but it is a good phone if it had the last update of version 5. Even the My Cricket app will not work on it. Dave's comments: Cricket started off with mindset of NOT doing OS Updates.
But the one you have is the latest for Cricket.
Cricket� s6. was the one they started to allow OS update. Since forwarding the information to Chelsea, I've had no reply. This is not our fault that Cricket put limitations on their phones.
Product_Or_Service: Samsung /Galaxy S4/
Account_Number: XXX-XXX-XXXX
Other (Requires Explaination) We would like the phone upgraded, but it isn't possible. I had asked Chelsea to please extend the new line offer to my wife of the Galaxy S9 for $349, as she has been a loyal customer for over 4 years, and I just switched to Cricket as well. I don't feel since the old phone cannot be updated is our fault because it is a Cricket phone/build. Or, a Galaxy S7 in excellent condition would be acceptable as a replacement.
This correspondence is in response to a complaint filed by ***. In this complaint, Mr. states that his wife's Samsung Galaxy S4 cannot update to the newest version of 5.0 and is requesting the phone gets upgraded at a discounted rate.
We have thoroughly investigated Mr. concern. It was determined through an email escalation sent to our President on (February 18,2019), that we cannot offer Mr. the new customer price for the device. Our position on the matter remains the same. We have a variety of great deals on devices for existing customers that Mr. can check out by visiting Cricketwireless.com for more details.
We value Mr. feedback and apologize for any inconvenience. We thank Mr. for his communication and trust that this explanation properly addresses his concern.
Regards,
Cricket Wireless, Customer Support
575 Morosgo Dr., NE
Atlanta, GA 30324
/EM
(The consumer indicated he/she DID NOT accept the response from the business.)
The facts of the case are simple, my wife had a Cricket Samsung S-4 that could not be upgraded. Cricket stated the phone is no longer supported or upgraded even by Samsung. This was a direct lie. I myself had a Samsung S-4 phone that easily upgraded...but it is the Verizon system. Cricket kept arguing this and not wanting to help...their solution was to offer my wife $30.00 off the next bill when she bought a new phone from Cricket. Cricket techs even stated themselves that Cricket prevents updates to force customers to buy new phones. All we asked was that the old S-4 be upgraded or offer us a half way decent deal on a new or used phone. I myself had just went with Cricket and got the S-9 for $250.00. Cricket absolutely refuses to provide any sort of compensation or resolution in this matter other than buy a new S-9 from them for $800-$900 and get $30.00 off. We went ahead and had to buy another phone because the Cricket S-4 was deteriorating almost daily with inability to function or charge...Cricket did not care. Incidentally, while Cricket says they do not support Verizon phones, that too is a lie as she had to use my old Verizon S-4 and now has a new Verizon S-9. It would be nice, if after all the hassles, lies and mis information that Cricket would offer something a bit better than $30.00 off the bill. We took care of the phones on our own, Cricket refused then as now to help. If they truly want us as customers, they can do better, 2 of us our paying them monthly and I'm willing to bet anything we will be having issues within 2 years when the S-9's will no longer be "supported". Look at Crickets support history and talk to their techs, you'll learn the real story. This should be pursued much higher as this is a gimmick against the consumers.
July 24, 2019
Revdex.com
Online Complaint
Complaint No: XXXXXXXX
Re: ***
Dear Sir/Madam,
This correspondence is a response to the rebuttal filed by Mr. ***. In this rebuttal, Mr. states that his wife's Samsung Galaxy S4 cannot update to the newest version of 5.0 and is requesting they receive an upgraded phone at a discounted rate.
As we previously stated, it was determined through an email escalation sent to our President on February 18, 2019, that we cannot offer Mr. the new customer price for the device. Please be advised that our stance remains the same in terms of the upgrade request.
We thank Mr. for his feedback. Based on the aforementioned, we respectfully request that this complaint be closed at this time, as we are unable to provide further assistance on the complaint...
Regards,
Cricket Wireless, Customer Support
575 Morosgo Dr., NE
Atlanta, GA 30324
/EM
My wife and I went to a cricket dealer to get her a new phone. Upon us buying a new phone our plan was changed without or consent from 5 lines for 100 dollars, which we were grandfathered into, to a new setup cause they changed her number from 5 gigs a month to unlimited. When I realized this that night I attempted to have them fix the problem to which I have been given multiple reason to why it couldn't be. All we did was get a new phone they have tried to use that as a reason to change the plan and kick us from a grandfathered plan, due to there mistake. I have contact with the company thru Facebook where they show what constitutes changing the plan none of which shows new phone. But they use it saying the IMEI needed to be changed so the plan was changed which is a lie due to the fact they moved it back to 5 Gigs with no trouble for the plan.
Product_Or_Service: Motorola //
Account_Number: XXX-XXX-XXXX
Other (Requires Explaination) I want o be put back on the 5 lines 100 Dollars a month plan.
This correspondence is in reference to a complaint filed by ***. In this complaint, Mr. states he upgraded his device on his plan in-store. He states that he later found out that he was changed from the grandfathered 5 for $100 plan. Mr. requests being placed back into the grandfathered plan.
Mr. was contacted by phone on July 16th, 2019. He further details that the store advocate did not advise him that he would compromise his grandfathered store plan pricing if certain changes were made to the account.
A technical case was created, and an exception was made to return Mr. back to that plan.
We thank Mr. for his communication and trust that this explanation properly addresses his concern.
Regards,
Cricket Wireless, Customer Support
575 Morosgo Dr., NE
Atlanta, GA 30324
/cb
I went with my wife to get her a new phone due to her old phone having technical problems. When we got the new phone we told the person to not change our plan. He changed the plan and upon doing so we were removed from the old plan due to the employees negligence. When I attempted to have it fixed I was given all kinds of false answers about how even if you just change your phone not the actual plan it will cut your old plan out, or due to the id number assigned to the chip when your given a new sim card will cause changes. It was a total run around due to the company knowing they made a mistake and were refusing to take any responsibility.
My complaint is that I made a payment of $40 with bridge pay and the rest of the payment was due on 10/30/2018 and when I tried to make my payment on my app and through the automated it said temporarily un-available so I wasn't able to make the payment, so as soon as I got up I checked to see if the systems was working my services had been disconnected. I spoke with 3 customer service representatives and 3 supervisors on 10/31/2018 who all gave me different stories even was lied to by a supervisor named Chris I.D. *** who totally gave me false information after finally talking to supervisor *** I.D. #XXXXX who gave me the correct information after talking with Cricket from early morning of 10/31/2018 till late evening. I was hung up on by supervisor M.J and even handled rudely by a representative Rachael. I had to pay $90 to get services back on for which it wasn't my fault that I couldn't pay because the system was down. Since I've had services to begin Cricket has taken advantage of me and taken money that I shouldn't have to be spending on my phone. In the beginning I had to go through 6 transactions of over $300 waiting to be refunded to me even being late on other bills because Cricket was holding my money for 7 days instead of refunding in the 48 hour period they claim and this was all documented by the numerous reps and supervisors I spoke with. They had me continuously making my order online which declined with no explanation, but because I needed services I went in the store which charged $75 for activation fees when I should have been able to do it online. I really hope you look into this company because they're very unprofessional. You will get hung up on with no call back, if told they will call you back they don't, you will be talked to rudely and asked personal questions that a customer service rep. shouldn't ask, just overall you rarely will talk to someone who knows what their talking about and handle you professional.
Product_Or_Service: Other /Alcatel Pixie Theater/Unlimited
Account_Number: XXX-XXX-XXXX
Other (Requires Explaination) I would like a refund of my $40 that was taken with the bridge pay because I couldn't make the payment due to Cricket and my $75 for activation fees when I should have been able to set my own services up on online but was forced to go in a store. Also all the representatives and supervisors especially Chris #*** excluding Jenny #*** who I spoke with on 10/31/2018 need briefing on their phone calls because their giving inaccurate/false information to the customers.
This correspondence is in response to a complaint filed by *** regarding Cricket Wireless. In her complaint, Ms. states that in July, 2018 she made four attempts to process an online order. Her orders kept getting cancelled. She contacted Cricket's customer service, but the issue was not fixed. Ms. visited an Authorized Retailer and was able to successfully purchase and activate the lines, there was an activation charge per line. She feels is not fair she had to pay the activation fees. She is requesting for these fees to be refunded.
There are a variety of reason why an order gets cancelled and not completed. We must rely on the best methods and data we have available to protect our customers.
On June 16, 2019 we contacted Ms. and explained the aforementioned. We were able to come to an amicable resolution with Ms..
We thank Ms. for her communication and trust that this explanation properly addresses her concern.
Regards,
Emilio ***
Cricket Wireless
Corporate Customer Relations
575 Morosgo Dr., 12th Floor
Atlanta, GA 30324
I have been a loyal customer of cricket even getting family and Greg's with the company so I don't understand why they don't value their customers who have been with them and experience this unfair, unprofessional behavior at the same time being taking advantage of with my money. I have been having difficulties with the company done the beginning of getting back with them. I was charged $75 in activation fees when their system wouldn't process my order online which had $300+ of my funds on hold with them when I was told to do the orders from talking to customer service and then told I would get my funds refunded in 48hrs which didn't take place. I want refunded until 7 days later which had me late on other bills because Cricket didn't do what they was supposed to and I was told... I listed several Representatives and managers who I spoke with that have false information then others who just hung up after I was told they would get a manger to assist so I went through a horrific ordeal. Then I also had another transaction that occurred where I did a bridge pay off $40 and was to pay the remainder of my bill but because their systems were down and wouldn't allow me to pay the the remainder I lost out on $40 and had to pay a whole $75 which wasn't fair at all and all they could do is say I'm sorry with nothing further. This company is very unprofessional and do not resolve any issues that they make for a customer. They took advantage of me as a customer with my money when I pay my bill faithfully. I would really like this business and my issues to be looked into and a resolution because Cricket will not resolve nothing on their own but say I'm sorry but I'm sorry don't cover my losses I've experienced. I humbly ask that you please help me in getting my money back that Cricket took from me.
I went to Cricket in Wadesboro, NC on Dec 11 & bought an iPhone 7plus and I wanted (3) 6s plus for my kids. I got the family plan (4 phones/$100 per month. Auto pay from my bank account. The 7 plus was $611.37 total. The other phones were out of stock & the worker told us to go to another store and buy Straight Talk iPhones & they would work with Cricket ports. Two weeks later we finally found the phones on Christmas Eve. We went to Cricket & the same worker was there. She took the sim out of my son's old Straight Talk phone & it worked. (only because he had prior service for over a year)Two phones would have new numbers & two would keep their old numbers.
So we set up the family plan, paid $25 per phone for activation, paid 1st month on one and $10 sim kit per phone =$157.29 & she began the set up process. We sat and watched her insert the sim into two of the brand new phones. They didn't work. She called Cricket headquarters and tried getting help from them. No help. She then called Straight Talk after finding out their ports won't work with Cricket. Straight Talk said we have to have the phone in service for at least a year even though she explained what happened. Cricket won't refund the fees on the 3 phones we never got turned on.
We returned the (3) 6s phones ($1200) and waited on Cricket to get phones in stock so we could use the service they won't refund us for. Even though the employee is the one who made the mistakes. First by telling us Straight Talk would work. Then by making us pay before she even started the activation process.
Now it is *** 10 and my kids still didn't get a phone. Cricket keeps saying they are out of stock. I spoke with the manager Sherry Prenell once over the phone & she said she would meet me on Thursday(today). She never showed and I waited 2 hours. I give up . Over a dozen phone calls and several visits to this store and they refuse to help me. I want a refund of $157.29.
Product_Or_Service: Apple /iPhone 6s plus/55UNL
Account_Number: XXX-XXX-XXXX
Other (Requires Explaination) I want a refund. I would ask for store credit but i want to leave Cricket all together. I got a text today saying $80 will be taken out of my account (auto pay) for monthly payments on phones i never used! I'm fed up with the stress Cricket has caused me. It is such a simply resolution. Common sense says i am not paying monthly on phones i never used. I should get the money back on activation fees & sim kits. All because of a Cricket employee giving me the wrong info.
July 16, 2019
Revdex.com
Online Complaint
Complaint No: XXXXXXXX
Re: ***
This correspondence is in response to a complaint filed by *** regarding Cricket Wireless. In his complaint, Mr. states that in December 2018 he went into an Authorized Retailer to purchase 3 new iPhones for his kids. The devices were out of stock at the Authorized Retailer. He was advised to try a different store or to purchase three Straight talk iPhones and then have them activated with Cricket Wireless. A few days later the Mr. went back to the Cricket Authorized Retailer, but two of the devices were locked and would not work with Cricket service. Mr. asked the sales agent for a refund of the charges but could not get his money back. He is asking we assist with the full refund of the payment made at the store.
On July 12, 2019 we contacted the Authorized Retailer's leadership team and opened an investigation. The store's leadership team advised that they talked with Mr. on July 16, 2019 and were able to come to an amicable resolution with Mr..
We thank Mr. for his communication and trust that this explanation properly addresses his concern.
Regards,
Cricket Wireless
Corporate Customer Relations
575 Morosgo Dr.
Atlanta, GA 30324
/EI
I don't have any extra info. I stated everything in the complaint.
We went to Cricket in Neenah, WI to get a more affordable plan than Verizon and also asked if it had access to the internet such as hotspots because we watch Netflix on our PS3. We are in between looking for more affordable internet. In the man time, the agent in Neenah said we should just be able to use the hot spot. We got the unlimited plan, and that the extent. Today, January 24th, 2019, long after purchase we received a threat via text that we must stop using the hotspot as we are violating terms of service. The agents we called were clearly outsourced and trained to do nothing but take money. They do not help anyone. They changed the story several times telling us we are eligible based on the plan and my phone. They were about to transfer us to pay $10 out of nowhere. We have a screen shot that shows on Crickets website that we should be eligible on the highest plan, which we are on. It mentioned being able to use either cricket device or compatible. The agents on the phone kept changing their story. We were just trying to add the hotspot to our plan. They said the terms of service say it HAS to be a cricket Device. That was thrown in there after being transferred several times. This worst I've ever been treated by a company. This is false advertising. There are plenty of companies that reward you for bringing your phone to them and switching service. Cricket punishes? Absolute bullocks! The phone e conversation was recorded on my end to display for anyone interested in their lack of customer service. We just want the hot spot and not be threatened. Treating one set of customers with a certain phone type meaning cricket device vs otherwise is a discrimination, and the world will know about how they treat people who only the services and not the phone. To get the hot spot service through cricket you have to owe them the $900 for the device. What a scam. Busted. Fix this or I will take it to the media.
Product_Or_Service: Samsung /S9+/Unlimited extra plan
Account_Number: XXX-XXX-XXXX
Other (Requires Explaination) To have the use of hotspot regardless of our phone as advertised and to have it be allowed as advertised on our current plan. In other words we want what was promised via online advertisement. Sounds like their terms of service doesn't match what's on the internet. That is false advertising and all they want to do is cause trouble, threaten customers on a $10 a month issue. All other companies have options. Fix it as we have been a paying customer on time. This is unacceptable.
July 16, 2019
Revdex.com
Online Complaint
Complaint No: XXXXXXXX
Re: *** L ***
This correspondence is in response to a complaint filed by *** L *** regarding Cricket Wireless. In her complaint, Ms. states that she moved to Cricket Wireless from another carrier last November looking for a more affordable internet service. On January 24th, 2019 she received a text message from Cricket Wireless warning of Ts & Cs violation due to unauthorized tethering, and that to use mobile hotspot she needed to sign up for the service. She contacted customer service and was advised on the $10 mobile hotspot monthly fee. Ms. is asking we allow her to use the mobile hotspot without the $10 monthly charge.
We researched Ms. account and found that the device in question a BYOD- Galaxy S9 does not meet the requirements for $10 monthly charge for 10GB of mobile hotspot data. As stated on www.cricketwireless.com, "To use mobile hotspot you must have a compatible Cricket Branded LTE Device or Apple BYOD Device (model 4s or newer). Mobile Hotspot is not currently available with Android or Windows BYOD devices. Not all devices are compatible with Mobile Hotspot on an Unlimited plan". For more information please visit: https://www.cricketwireless.com/legal-info/mobile-hotspot-terms-and-conditions.html.
We attempted to call Ms. on July 11, 12 and 15, 2019 but could not get a hold of her. We also sent her an e-mail in an effort to reach her. If Ms. still needs assistance, please have her contact Emilio.
We thank Ms. for her communication and trust that this explanation properly addresses her concern.
Regards,
Emilio ***
Cricket Wireless
Corporate Customer Relations
575 Morosgo Dr., 12th Floor
Atlanta, GA 30324
Unfortunately since this was several months ago, we have lost the voice clips.