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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Bought 2 phone's took one to spouse when they looked at it later the screen was broken took it back the next day the store and customer service would not stand behind a warranty. I was sold a broken phone
Product_Or_Service: Motorola /Motoe5/Unlimited
Account_Number: XXX-XXX-XXXX
Other (Requires Explaination) New phone
This correspondence is in response to a complaint filed by *** regarding his Cricket Wireless service. In his complaint, Mr. states that he went to a Cricket Retail store to purchase a new device. Mr. states the device had physical damage that he noticed once he arrived at home. The customer then returned to the store the next day to attempt to return the device.
We researched Mr. account and found that he did attempt to return the device thru our Warranty process. However, in his attempt to do so was notified that physical damage voids the Warranty via Customer Care as well as the retail location of purchase.
Given the confirmation from the store as well as the customer on the condition/physical damage of the device, we cannot send the customer a new device. We also at this time cannot verify the device condition other than per the research and the notes that confirms the physical damage (which voids any Warranty). Mr. can still reach out to the manufacturer (Motorola) and see which replacement options they may have for him.
According to Cricket Wireless Terms and Conditions of service, available online at www.cricketwireless.com/terms: Cricket does not manufacture any Device that we sell or that can be used with our Services and we are not responsible for any defects, acts, or omissions of the Device manufacturer. The only warranties on a Device are the limited warranties provided by the manufacturer (WITH RESPECT TO WHICH WE HAVE NO LIABILITY WHATSOEVER).
We thank Mr. for his communication and trust that this explanation properly addresses his concern.
Regards,
Ron ***
Cricket Wireless
Corporate Customer Relations
575 Morosgo Dr., 13th Floor
Atlanta, GA 30324
/RM
simcard don't work and refuse to refund my money that I paid I have not had any service and it's like chasing a dogs tail to talk to them. now i'm being told that the tower is down. They are full of excuses. All I want at this time is a full refund of monies that taht I have paid. $40.91 online agent tells me simcard not working on phone just now they tell me tower is not working
Product_Or_Service: Samsung /Galaxy Core/
Account_Number: XXX-XXX-XXXX
Other (Requires Explaination) I want a full refund made back to my Credit Card that they have on file
This correspondence is in response to a complaint filed by Mr. G ***. In this complaint, Mr. states that his SIM card does not work and he was unable to maintain a working service, so he would like a refund for the lack of service.
We have made several attempts to contact Mr. June 12th, 17th and 21st via telephone as well as email and were unsuccessful. For that reason, we are unable to provide a resolution at this time. Should Mr. wish to discuss this matter in detail, please contact Edward McDuffie at XXX-XXX-XXXX.
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
bought phone outright with insurance in flagstaff az. phone started malfunctioning grand junction co. charge problem. went to store2851 1/2 north ave 5 grand junction co. they looked at phone and said probably just dirty. ran a paper clip through c port. told me I should not buy cheap charge cords and everything will be fine. bought 30 dollar cord while I also got direct tv and another phone line. got to fort collins. phone charging getting worse. bill started going up even after I dropped direct tv. I went to store 1612 n college ave G fort collins XXXXX. ask to get my bill back to original, clerk said if I pay auto will get 55 dollar bill. she dropped my insurance 7 per month bill was 67 original auto pay 62, she made it 55. phone quits charging. I go back to store she says you have no insurance sorry. so I tell her stop auto pay cause phone doesnt work or charge. she says just let due date pass and it will drop account. after oct 18 I decide I should have had new phone in grand junction so I call customer service he says good news your under warranty redirects call to warranty. warranty says no you dropped your service I cant use it unless I start my service again with the phone thats broke. the girl in fort collins never explainned anything to me, grand junction store should not have put a paper clip through the charge port. none of them honored my insurance warranty and had no clue whether phone was broke or not totally clueless. took phone to repairman he said no one can fix it cricket cant fix it almost a 1000 dollars close to a year later I have lost all passwords email accounts and 500 dollars of cricket charge cords and cases and phone that doesnt work.bought phone in 304 regent st ste102 flagstaff az XXXXX no one has any clue as to any policies or any information, they can sell and start phones and then say call customer service theres nothing I can do over and over. I am on fixed income and now im afraid to start account over with broken phone service I cant use what?
Product_Or_Service: Other /alcatel idol X XXXXc/unlimitted
Account_Number: XXX-XXX-XXXX
Other (Requires Explaination) i should have my phone exchanged without anymore out of pocket cost and the employees should be better informed on store policies
June 28, 2019
Revdex.com
Online Complaint
Complaint No: XXXXXXXX
Re: ***
This correspondence is in response to a complaint filed by *** regarding his Cricket Wireless service. In his complaint, Mr. states that he purchased a phone with us and was unable to resolve the physical damage issues with the device via Warranty as well as Insurance (Cricket Protect).
We researched Mr. account and found that he requested to remove his Cricket Protect policy on September 15th, 2018. This removal eliminated the option to use this policy going forward. We also saw that he looked to use his Warranty claim on October 26th, 2018; given the physical damage to the device, that claim was voided.
Mr. is no longer a customer of Cricket Wireless. The customer has the option to contact TCT Mobile (manufacturer) to see if there are any other replacement options per the policy below. We will not, per the customer's request, be able to replace nor exchange his device.
According to Cricket Wireless Terms and Conditions of service, available online at www.cricketwireless.com/terms: Cricket does not manufacture any Device that we sell or that can be used with our Services and we are not responsible for any defects, acts, or omissions of the Device manufacturer. The only warranties on a Device are the limited warranties provided by the manufacturer (WITH RESPECT TO WHICH WE HAVE NO LIABILITY WHATSOEVER).
We thank Mr. for his communication and trust that this explanation properly addresses his concern.
Regards,
Ron ***
Cricket Wireless
Corporate Customer Relations
575 Morosgo Dr., 13th Floor
Atlanta, GA XXXXX
/RM
I requested a suspension because I will travel overseas, when I came back , they said "we cancelled your numbers result of your travel and didn't pay for less than three months."
I asked them to return my numbers but they we can't.
How can I get my numbers or get something instead.
Account_Number: XXX-XXX-XXXX
Other (Requires Explaination) I need my old numbers because I use them with bank , hospital, University and others. Thank you
This correspondence is in response to a complaint filed by *** regarding his Cricket Wireless service. In his complaint, Mr. states that he made attempts to suspend his devices/keep his phone numbers for over 60 days. The customer states he was unsuccessful upon return from being out of the country and attempting to unsuspend his lines after those 60 days.
We researched Mr. account and found that he called in prior to suspending his lines and was informed that he had 60 months maximum to hold his telephone numbers. The communication of our policies was delivered on May 9th, 2018 in lieu of his May 11th, 2018 future request. On August 7th, 2018 the customer was officially informed that his numbers had been re-assigned due to, as Mr. was forewarned, the length of time of the suspension (over 60 days).
These telephone numbers currently have been re-assigned in our system to another customer; I am not unable to reach the customer due to this. Per the notes, there is nothing we can do going forward to, per request, retrieve his telephone numbers.
We thank Mr. for his communication and trust that this explanation properly addresses his concern.
Regards,
Ron ***
Cricket Wireless
Corporate Customer Relations
575 Morosgo *** 13th Floor
Atlanta, GA XXXXX
/RM
(The consumer indicated he/she DID NOT accept the response from the business.)
This is not acceptable, I told them I'm going to travel overseas and I will come back after two months and them said ok
Revdex.com
Online Complaint
Complaint No: XXXXXXXX
Re: ***
This correspondence is in response to the Revdex.com rebuttal complaint filed by *** regarding his Cricket Wireless service. In his rebuttal, Mr. states that he made attempts to suspend his devices/keep his phone numbers for over 60 days and was informed that he could come back after two months and keep the same number. The customer states he was unsuccessful upon return from being out of the country and attempting to unsuspend his lines after those 60 days.
We once again Mr. account and found that he called in prior to suspending his lines and was informed that he had 60 days maximum to hold his telephone numbers. The communication of our policies was delivered on May 9th, 2018 in lieu of his May 11th, 2018 future request. On August 7th, 2018 the customer was officially informed that his numbers had been re-assigned due to, as Mr. was forewarned, the length of time of the suspension (over 60 days). I do not see any notes on record that the customer was told that he could keep his lines suspended for over 60 days.
These telephone numbers currently have been re-assigned in our system to another customer; I am unable to reach the customer due to this. Per the notes, there is nothing we can do going forward to per the customer's request, retrieve his telephone numbers.
We thank Mr. for his communication and trust that this explanation properly addresses his concern.
Regards,
Ron ***
Cricket Wireless
Corporate Customer Relations
575 Morosgo Dr., 13th Floor
Atlanta, GA 30324
/RM
My names is *** I cancelled my phone service with cricket wireless on November 3 ,2018 and they debit my bank on accounts the same day for 50.00 I called customers service and ask them could I get a refund since I had just paid my bill they explained to me that there was nothing they could do I pretty much lost my 50.00
Product_Or_Service: LG //
Account_Number: XXX-XXX-XXXX
Other (Requires Explaination) Total refund...
This correspondence is in reference to a complaint filed by ***. In this complaint, Ms. states that she cancelled her service on November 3rd and monthly service charge was debited the same day. Ms. states that she contacted Cricket's Customer Care department for a refund and was denied.
Upon reviewing the account, we discovered the payment was debited the same day that Ms. Smith ported her service to another provider. We have agreed to issue Ms. Smith a refund for the service charges. We have made several attempts to contact Ms. Smith to provide her with our resolution and were unsuccessful. Should Ms. wish to discuss this matter further she can contact Seindah at XXX-XXX-XXXX.
We thank Ms. Wang 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
For weeks now I have had no service in my new residence. I was told it could be my phone so I purchased a new Iphone 8 from Progressive Leasing. In addition, I called Cricket to put in an order to have them see what could be causing this issue. They told me they would call me in a week or less. To this day I have yet to get a call and still have no service. I am currently paying for a phone and service and am unable to use either. On November 15, 2018 I attempted to switch my service to Verizon. I was told my phone was locked and I needed top contact Cricket. I spoke to a supervisor by the name of Andrts and he gave me an ID OF 26885(unsure if this is valid considering they have given me false names and ID numbers previously). I did confirm that the call was recorded because I would be taking additional measures to handle the issue. He refused to unlock my phone and told me I needed to wait 6 months. I told him I am not going to continue to pay for the phone and a service that I can not use for a whole six months. He continued to repeat him self but assured me he "understood".I asked him what solutions he had and he had none. I have been with the com(pnay for years and this is the last straw.
In Cincinnati, Ohio we had an ice storm and the power was out on this day. I was not able to use my phone for this emergency situation because of Cricket and I was with out power or communication with a 4 month old baby! He told me that he is the "highest supervisor" there in the Cricket company and I was not allowed to speak to anyone else.
Product_Or_Service: Apple /8/
Account_Number: XXX-XXX-XXXX
Other (Requires Explaination) I want to either return my device and get my money back so I can switch to another provider or my device needs to be unlocked because it is not even a Cricket phone.
Today 06/25/2019 for customer
Revdex.com CASE#: *** - ***
Cx Email: ***@yahoo.com
Phone XXX-XXX-XXXX and XXX-XXX-XXXX
Reason: The Customer states she has been unable to get service in her new residence. wants to return her device or get her money back for what Solution: Ihave tried contacting Ms. 3x's the account number XXX-XXXXXXX is no longer active, left messages on the other line we haveon file XXX-XXX-XXXX, will try one more time to contact her
Solution: reach out to this customer for the 4th time and there was no response via phn or email therefore I am closing this case.......
Ban#XXXXXXXXX
We purchased 2 brand new phones from the Cricket store in DeSoto Missouri in June or July of 2017 my phone is still under warranty for about three months my phone would not hold a charge I purchased several different Chargers finally took it to the store and it ended up being the port after having horrible customer service from different retail stores and being sent to the UPS Store several different times a representative directed me in the right direction that in fact I had to go to the Post Office to send the phone off so I did and when I received the "new" phone within a week and a half two two weeks it was doing the same thing except this time the screen would flip upside down I would have to tap the screen a few times in order to get it turned I have spoke to customer service I have spoke to the warranty and has been informed that any phone sent through the insurance or the warranty department will be replaced with a refurbished phone I did not purchase a refurbished phone and I have numerous times asked for a new phone as I purchased in the beginning I feel as if I continuously get refurbished phones I'm going to have to continuously send them back they are refusing to replace my phone with a new phone off the shelf as I purchased as I said my phone is still under warranty and by that I feel they are obligated to uphold the warranty as I stated to them at no point of time was I am formed that if something were to go wrong with the phone under the warranty protection plan that it would be replaced it only replaced with a refurbished phone I explained to them that is not considered a warranty on the phone I purchased I explained if I had brought in a phone as my own I would understand however I did not and did purchase a brand new phone as I stated off the shelf and do not feel receiving a refurbished phone is acceptable and scandalous on their part
Product_Or_Service: LG //
Account_Number: XXX-XXX-XXXX
Other (Requires Explaination) The resolution to my complaint is for the store the warranty department and the manufacturer to uphold the warranty on my phone I purchased a new phone I would like to walk in the store and be able to receive a new for phone in exchange for the refurbished phone they sent me
This correspondence is in reference to a complaint filed by ***. In this complaint, Ms. states that she had troubles with her warranty exchange. She feels that the device provided through warranty should be a new device.
We contacted Ms. on June 26th, 2019 via telephone. We kindly explained that replacement devices received through warranty or Cricket Protect (administered through Asurion) will most likely be reconditioned, like new devices. Ms. was very appreciative that we clarified this for her.
Ms. has since canceled service with Cricket effective February 8th, 2019.
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
I have device insurance with Cricket. The back side of my phone gets damaged last week. I filed a claim and I found that I have to pay a deductible of $250 to get my device replaced. No one ever has notified me about this deductible. Thus, I consider this a fraud and a hidden fee. I talked to Cricket representative and her supervisor ( Gilbert; ID # *** tonight and he informed me that while it's Cricket mistake that they did not notify me about the $250 deductible, I still have to pay it.
Product_Or_Service: Apple /8 Plus 64GB/5 GB Plan
Account_Number: XXX-XXX-XXXX
Other (Requires Explaination) I would like to get my phone replaced without deductible as a one-time courtesy from Cricket since I have not been informed about it. I believe it's their responsibility to be as much clear as possible.
This correspondence is in reference to a complaint filed by ***. In this complaint, Mr. *** states that he was not informed of the Cricket Protect (administered by Asurion) deductible for his device replacement. He states he wants his device replaced without paying the deductible.
We are unable to replace Mr. ***'s device as a courtesy.
Under Cricket Wireless' website at https://www.cricketwireless.com/support/plans-and-features/cricket-protect-device-insurance/customer/cricket-protect.html we provide the program overview. It advises that under Asurion's Terms and Conditions of Service, a deductible varies from $10- $250 per approved claim, depending on phone model.
Mr. *** was unhappy with the decision.
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 XXXXX
/cb
(The consumer indicated he/she DID NOT accept the response from the business.)
The insurance policy wasn't clearly communicated to me. I believe this is unfair to the customers.
I totally unsatisfied with Cricket policy and customer services
June 21, 2019
Revdex.com
Online Complaint
Complaint No:
Re:
Dear Sir/Madam,
This correspondence is in reference to a rebuttal filed by ***. In this complaint, Mr. *** states that he was not informed of the Cricket Protect (administered by Asurion) deductible for his device replacement. He states he wants his device replaced without paying the deductible.
Mr. *** further reiterates that he still feels the policy was not communicated to him. Mr. *** was informed of the website below:
Under Cricket Wireless' website at https://www.cricketwireless.com/support/plans-and-features/cricket-protect-device-insurance/customer/cricket-protect.html we provide the program overview. It advises that under Asurion's Terms and Conditions of Service, a deductible varies from $10- $250 per approved claim, depending on phone model.
We request this complaint be closed.
Regards,
Cricket Wireless, Customer Support
575 Morosgo Dr., NE
Atlanta, GA XXXXX
/cb
My phone was stolen on the job in around 11/15/2018. I called my claim in on the 15th. I wasnt able to pay my part of the insurance til later on 12/13/2018. I received the phone by UPS on 12/14/2018. I wasnt able to pay my bill til 12/22/2018. I paid the bill and my phone was on. But within the hour it was off. I call the company and they took mu information and said the phone was blacklisted because it was stolen. Not my fault. You send me a blacklisted phone from uour warehouse. I had to wait for a phone. They refused to give me my credit for the seven days I lost. It was not my fault they sent me a blacklisred phone. And the phone I have now they sent is not working properly either. Something needs to be done. I dont like to pay my money and they bamboozled me.
Product_Or_Service: LG /Stylo 3/Unlimited
Account_Number: XXX-XXX-XXXX
Other (Requires Explaination) I would like the credit for the seven days i lost and the anguish and stress i went through trying to resolve this issue.
This correspondence is in response to a complaint filed by *** D. ***. In the complaint, Ms. states that she received a blacklisted replacement device from the insurance and Cricket Wireless would not compensate her for the days without service.
On July 12, 2019, Cricket Wireless manager, Damaris, tried contacting Ms. to discuss her complaint further. As a customer courtesy, a credit was provided for the inconvenience. An e-mail with a copy of this response was sent to Ms.. Ms., should she choose to contact us, can do so via e-mail.
We thank Ms. for her communication and trust that this explanation properly addresses her complaint.
Regards,
Cricket Wireless, Customer Support
575 Morosgo Dr. NE
Atlanta, GA 30324
/DA
How has my complaint been closed? Y'all don't realize I work. So y'all closing my case and helpingcricket mess people out of their money.
Started service with Cricket Wireless over a year ago with no contract. I can cancel whenever I can with no penalties.
After time past and as a good customer Cricket indicated I qualify for a phone upgrade which I accepted. I purchased an I phone 6 and paid in full using my visa credit card 7/28/18 ($254) . All indication to me is that the phone is mine because I do not have any outstanding bills and paid the published price for the phone.
I now have a desire to move to Version because of a good offer. I would like to take my phone with me but Cricket would not unlock the phone stating I need to keep it for 6 months. I plan to cancel my service next week because I am not happy with Cricket.
I feel I am being treated unfairly, because I paid for my phone in full and if Cricket does not unlock my phone I would not be able to use the phone I purchased just over one month. My $254 would be wasted.
Any help you can provide will be appreciated.
Product_Or_Service: Apple /I Phone 6/Unlimited Talk & Text + 5 Data Access
Account_Number: XXX-XXX-XXXX
Other (Requires Explaination) Unlock phone so I can use it with
This correspondence is in reference to a complaint filed by ***. In the complaint, Mr. states that Cricket Wireless refuses to unlock his cellphone so that he can use it with another carrier. Mr. feels that Cricket Wireless should make an exception and unlock his device.
Cricket's Device Unlocking Policy is consistent with the policies of most major prepaid cell phone carriers, including T-Mobile, Metro PCS, and Boost, whose device unlock waiting periods range from 90 days to 12 months.
Cricket's Device Policy requires customers to meet the following requirements prior to unlocking their device:
The device you want to unlock has been active for at least six (6) months of paid service.
The device you want to unlock is designed for use on and is currently locked to Cricket's network.
Your device hasn't been reported as lost or stolen.
Your device isn't associated with a fraudulent account.
Acceptance of our Terms and Conditions with Cricket Wireless begins by doing the following, but not limited to, giving us written or electronic signature or telling us orally that you accept, activating service, paying for service, and attempting to use or in any way using the service.
On July 24, 2019, Damaris, spoke to Mr. to further explain our Terms and Conditions. We have determined and communicated to Mr. that he has not met the necessary requirements in order to unlock the device.
We thank Mr. for his communication and trust that this explanation properly addresses his complaint.
Regards,
Cricket Wireless
Customer Corporate Relations
575 Morosgo Dr. NE
Atlanta, GA 30324
/DA
(The consumer indicated he/she DID NOT accept the response from the business.)
***
I appreciate your help. Thank you for following up with Cricket on my behalf. Without the assistance of the Revdex.com I would not have received the response I received thus far.
I have not received Cricket response in the mail but did received a phone call from Cricket. The Cricket representative who called, wanted me to know their position is to decline my request to unlock my phone on the basis of Cricket's policy that the phone needs to be active for 6 months from purchase. Please note this was not shared with me when I purchased the phone as I would not have purchased the phone. Also, Cricket do not have any plan contracts and any customer can leave without penalty. It was surprising to me that the purchase of the phone did not fall under the same freedom. I have excellent standing with Cricket, and paid for the phone in full and at full price at the time.
This is unacceptable to me and I really need your help to pursue Cricket to unlock my phone. Here is a brief summary to support my request:
To reiterate, the phone was paid for in full. I paid $254 full price for my I-Phone 6, one year ago which was the going price for any I-Phone 6 and could have paid the same else where online
I owe Cricket no monies, nor there are any outstanding bills
I always paid Cricket on time during the one year plus while with Cricket. In good faith, I upfronted over $400 to my cricket account so they can withdraw every month
During purchase of the phone no one told me the phone is locked and requires a 6 months activation
Cricket has no plan contract and they told me I can terminate service and leave without penalty. This led for me to believe the same with the phone since no one told me different
Cricket is forcing individuals to stay as customers with hidden deceptive tactics
I spoke to Apple and they told me they do not sell locks phones and there is a requirement that all phones they sold must be unlock.
I traveled overseas last year. I tried to use my phone while overseas and was not able to do so.
I am 60 years old, retired. I work hard for my monies with funds limited. I now live on a budget and hate to have $254 spent on a phone I cannot use. I now use mobile service from the cable company and only pay for calls and text. This keep my monthly payment to a minimum of $15 per month once I do not use more than 1 GB of data. There is no benefit for cricket to have my phone locked because Cricket does not provide similar program for me to reconsider gong back.
I humble asked your support to help me pursue my quest with Cricket to have my phone unlock.
August 2, 2019
Revdex.com
Online Complaint
Re: ***
Revdex.com Complaint ID: XXXXXXXX - Rebuttal
Dear Sir/Madam,
This correspondence is in response to a rebuttal to a complaint filed by ***. In the rebuttal, Mr. repeats his claim that Cricket Wireless refuses to unlock his cellphone so that he can use it with another carrier. Mr. bases his claim on purchasing the device "price in full" and he states no one told him that the device would be locked.
Cricket's Device Unlocking Policy is consistent with the policies of most major prepaid cell phone carriers, including T-Mobile, Metro PCS, and Boost, whose device unlock waiting periods range from 90 days to 12 months.
Under Device Unlocking in our Terms and Conditions found at: https://www.cricketwireless.com/terms it states the following: If you bought a Device from Cricket, it is programmed with a SIM lock which will prevent it from operating with other compatible wireless telephone carriers' services. For information on how to unlock the Device, please see our Device Unlocking Policy at www.cricketwireless.com/legal-info/device-unlock-policy.html
To reiterate, Cricket's Device Policy requires customers to meet the following requirements prior to unlocking their device:
The device you want to unlock has been active for at least six (6) months of paid service.
The device you want to unlock is designed for use on and is currently locked to Cricket's network.
Your device hasn't been reported as lost or stolen.
Your device isn't associated with a fraudulent account.
Acceptance of our Terms and Conditions with Cricket Wireless begins by doing the following, but not limited to, giving us written or electronic signature or telling us orally that you accept, activating service, paying for service, and attempting to use or in any way using the service.
Mr. has failed to add any additional information and therefore Mr. request to unlock his device remains denied. Mr. stated during his conversation with Damaris that he would continue to complain until his device was unlocked. Unfortunately, in order to unlock Mr. device, he must meet the necessary requirements listed above.
We thank Mr. for his communication and trust that this explanation properly addresses and closes his complaint.
Regards,
Cricket Wireless
Customer Corporate Relations
575 Morosgo Dr. NE
Atlanta, GA 30324
/DA
On Oct 1, I requested a cancellation of two cell phone lines under my account and request a refund of the remaining balance $65 in my account.
The customer rep explained that per the policy, the refund can only be made 7 days prior to the next billing cycle - which is Oct 3. I explained that since the next cycle hasn't even started. I would like to escalate and get a refund. The support agent agreed that this can be made. A case was created to process this case. (cancellation and refund).
On Dec 10, I noted the refund was credited to my credit card. So I reached out to CricketWireless agent again. I was told the refund cannot be made which is against what I was told in the previous conversation. Moreover, CricketWireless did not cancel both my two lines and recorded a negative balance on my account.
In this whole process, I was never reached by CricketWireless Support through email regarding my case status or account status. My account is now closed to due to the negative balance.
I am happy to provide the full details (web chat log) of both conversations with the Cricket Wireless support.
Account_Number: XXX-XXX-XXXX
Other (Requires Explaination) Refund the $65 dollars paid and make correction to my credit history if there has been negative impact to it.
This correspondence is in response to a complaint filed by ***. In the complaint, Mr. is seeking assistance with the recovery of his payment made via Auto Pay on October 1, 2018. Mr. states he attempted to cancel 2 lines on the same day his Autopay was processed, and he was denied a refund. He is requesting an exception for a refund. Mr. is also requesting a correction to his credit history.
Cricket Wireless Escalation Manager, Damaris, spoke with Mr. on July 23, 2019 to discuss his complaint in further detail.
Per our Terms & Conditions, service charges are non-refundable and account balances are not transferable, refundable, or redeemable for cash. If an account is suspended or cancelled for any reason, any remaining account balance will be forfeited. Additional information can be found online at www.cricketwireless.com/terms. For information regarding the agreed upon Cricket Auto Pay Authorization we ask that Mr. view our website at: https://www.cricketwireless.com/legal-info/auto-pay-authorization-terms.html.
As a prepaid carrier, we do not collect credit information and do not report to the credit bureaus.
A refund exception was approved, and Mr. *** expect his funds to reflect with his banking institution within 7 - 10 business days.
We thank Mr. for his communication and trust that this explanation properly addresses his complaint.
Regards,
Cricket Wireless
Customer Corporate Relations
575 Morosgo Dr. NE
Atlanta, GA 30324
/DA
My cricketwireless account was #XXXXXXXXX and my phone number was (XXX) XXX-XXXX
Please feel free to let me know if you require any further information.
I went into cricket at 10725 US Hwy 15 501 in southern pines nc to do an upgrade on 01/15/19.The device was defective. The volume was very low and was static. I exchanged it as soon as store opened on 01/16/19.The rep called the manager and manager told her to test the phone and the rep had the same issues. The phone was exchanged. Same model.I tried to perform many business calls and they could not hear me. They had to keep calling me back. I returned the phone again the same day for a refund and wasnt given all my money. I paid $90.73 but was returned $64.04 to my credit card. I had the rep to ask the manager to return my $25 upgrade fee and she refused. I dont have an upgrade because the phones are bad and she is charging me because her phones are defective. This is bad character and bad morals. I woek hard for my money and I've had cricket for years. I had to then pay another 10.66 for another SIM card because you cant reuse sim cards. I had a sim card before I purchased these defective phones so I lost on another 10.66 or go with no phone at all. I can only imagibe how many people they take $25 from and not return it but they do nothing because they're unaware that they can.
Account_Number: XXX-XXX-XXXX
Other (Requires Explaination) I want my 90.74 plus tge money i had to waste buying another SIM card. 10.66. I live an hoyr away in Fayetteville NC so spent 4hrs total in drive time there and back.I won't include the first drive because I was already in the area which is why I decided to go ahead and stop at this location. The manager knew I was filing this complaint and she didnt seem to care at all. This makes Cricket look bad and its bad business.
July 25, 2019
Revdex.com
Online Complaint
Complaint No: XXXXXXXX
Re: ***
This correspondence is in response to a complaint filed by *** regarding Cricket Wireless. In her complaint, Ms. states that on January 15, 2019 she upgraded her device. The device's volume did not work. She went back to the Authorized Retailer and exchanged it the next day. The newly exchanged device had other issues, people she called could not hear her. She returned to the store and requested a full refund of her original purchase. The Authorized Retailer was able to refund the amount paid for the device. Ms. is asking we assist her by refunding the upgrade fee.
We called Ms. on July 24, 2019 and advised that upgrade fees are non-refundable. Ms. feels is unfair she did not keep the upgraded device but still charged an upgrade fee. We made an exception and came to an amicable resolution that she was happy with. Ms. brought to my attention that she submitted another Revdex.com complaint, several months ago for a Refer-A-Friend credit her mother and she did not receive. She's still waiting on resolution for this complaint. We were able to provide assistance with resolution for this complaint as well.
We thank Ms. for her communication and trust that this explanation properly addresses her concern.
Regards,
Cricket Wireless
Corporate Customer Relations
575 Morosgo Dr., 12th Floor
Atlanta, GA 30324
EI
(The consumer indicated he/she ACCEPTED the response from the business.)
I had my account set up on auto-pay my new contract started on the 6th of the month 11/6/2018 was the new contract start time. I called on 11/5/2018 to inform them that I was canceling the service, I was told that my payment was also processed on that day for the new month. I told the rep that I am canceling the contract so will they refund the payment that was taken because I was not entering that new month of service. I have been denied my refund and unable to get my money back, I canceled that day and also took the number with me on my new phone provider
Product_Or_Service: Other /Allcatel/***
Account_Number: XXX-XXX-XXXX
Other (Requires Explaination) I would like the $52.00 that they took for no service rendered returned to me by way of a refund.
This correspondence is in reference to a complaint filed by ***. In this complaint, Mr. states that he cancelled his service and ported to another service provide and Cricket still debited his monthly payment.
We contacted Mr. and agreed to issue a refund equivalent to a month of service. We advised Mr. to allow 3-5 business days for the refund to post back to the original payment method.
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'm sorry that I missed the deadline but this case I would like to have reopened. Because I'm no longer a Cricket customer I no longer have access to the account number but the phone number was XXX-XXX-XXXX. I hope this is enough to reopen this.
I was switching services over to Cricket and had multiple problems. I had to place my order 4 times ranging from June 4, 2018 to June 8, 2018. My order kept getting cancelled and I stayed in touch with customer service who didn't make anything better. I was transferred to multiple floor managers who didn't even know what they were doing. I got 2 rude representatives who handled me terrible because they didn't know what the problem was. The reason I kept placing orders is because I was instructed to because they supposedly fixed the issue. Then what made matters worst my money was suppose to be put back on my card within 48 hours for which didn't happen. Cricket kept all my money on hold, I even called the bank with a Manager on the phone and they was suppose to fax in some information so all my money could be released for which never happen. So each transaction took 7 days which was almost a month total to be placed back in my account which had me in a bind because that was $80 each($320) totaling 4 transactions. It was a horrible experience. I have 3 people on my account and for me to actually finally get service I had to visit a store because I had no other option. The reason that was a problem because I had to pay $25($75) each person for activation because online wouldn't go through. I don't understand how it wouldn't go through but it went right through in the store and I don't feel that was fair for me to have to pay activation fees when I could have done it all myself. In all the experience was time consuming and a financial burden due to the fact the managers and customer service representatives did not know what they were doing nor did they take the steps as they said they would so my funds could be released as my bank advised them to do.
Product_Or_Service: Motorola /Moto e5 cruise/Unlimited
Account_Number: XXX-XXX-XXXX
Other (Requires Explaination) I would like my activation fees to be refunded and whatever other compensation due to me because it was an issue on Cricket end online that I had to go into a store after having 4 failed attempts and having my funds locked up putting me in a bind because they didn't release my funds for which Cricket asked me to do. I even had a manager on the phone as I was in the store because they was going to credit me for the activation fees, but by it being a independent retailer I had to pay.
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 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 XXXXX
My account number is for Cricket is #XXXXXXXXX and my phone number is (XXX)XXX-XXXX. I would truly appreciate if you could look into my complaint and a resolution can be made.
On February 28, 2014 we went to the Clairemont Cricket Store (XXX-XXX-XXXX) to switch our cell phone service from AT&T by signing up for the 5 smartphones for $100 promotion that was going on at the time. The account number is # XXX-XXXX-XXXX. The employee who helped us, explained that we were being charged $250 for our plan right now, but will be credited back $150. We were never given that $150 credit to this day. We went back to the store back in August 2014 and were told to call the Cricket billing department, who told us to go back to the store. We called the store, and they said they would get back to us, but never did. I contacted cricket again and they said they would look into it. On June 24, 2015, we merged to the new Cricket and remembered that Cricket still owed us $150. So I again reached out to cricket on June 25, 2015. They gave me an email address and physical address to send a copy of the receipt to. They also gave me an investigation number PRXXXXXX. Also, I noticed on the receipt that there are 2 separate activation fees. One totaling $75 (5 lines x $15), the other $120 (4 x $30). So I'm also wondering what the 2nd activation fee of $120 was for.
My family gave up, but now I am trying the Revdex.com to help get results.
Account_Number: XXX-XXX-XXXX
Other (Requires Explaination) We never received the $150 credit the employee said we would get since we signed up for the 5 lines for $100 special. Also, It seems we were wrongfully charged two activation fees: $75, the other $120, as explained above. I've tried numerous times to get this addressed, in person, cricket customer service chat, email, and regular mail. There was no follow up from cricket ever. I believe an explanation of why this has taken so long to resolve, explanation of the two activation fees, and a check.
This correspondence is in response to a complaint filed by *** regarding Cricket Wireless. In her complaint, Ms. states that on February 28, 2014 she went into a Cricket store and activated services for 5 cell phones. The sales advocate advised her that her bill would be $250, but that a $150 would be applied to her account towards her next due date. She states that she never received the credit. Ms. states that she went back to the store and called Cricket Wireless but received no help resolving her issue.
We researched Ms. account; per our records we found that Ms. first call to customer service on October 8, 2016. We do not have any other interactions or records before this date. We reviewed her interactions with customer service on and after October 8, 2016 and could not find one where she inquired about the $150 credit she mentioned in the complaint. Furthermore, we do not have any pending credits for Ms., nor do we have any indication that one was due to her back in 2014. We regret we are not able to further assist with her request.
We attempted to contact Ms. on June 3, 4 and 6, 2019 but we were unsuccessful in speaking to 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,
Cricket Wireless
Corporate Customer Relations
575 Morosgo Dr., 12th Floor
Atlanta, GA 30324
/EI
(The consumer indicated he/she DID NOT accept the response from the business.)
They offer no remedy to this issue. It's been a headache working with customer service, especially back in 2014-2015. No one could help me. I was told to mail the cricket corporate office about this complaint, which I did, with no response. Because of my complaint to Revdex.com, I received a voicemail from cricket earlier this month. Emilio explained that they do not have records since after their merge and can't do anything, however I believe that is not my fault. I have the original receipt, and documentation of e-mailing customer service numerous times.
June 25, 2019
Revdex.com
Online Complaint
Complaint No: XXXXXXXX
Re: ***
This correspondence is in response to a rebuttal filed by ***. In the rebuttal, Ms. states that she has the original receipt provided by the Cricket store in 2014. She is requesting assistance with a $150 credit offered to her at the store on February 28, 2014.
As stated in the initial response, we researched Ms. account; per our records we found that Ms. first call to customer service was on October 8, 2016. We do not have any other interactions or records before this date. We reviewed her interactions with customer service on and after October 8, 2016 and could not find one where she inquired about the $150 credit she mentioned in the complaint. Furthermore, we do not have any pending credits for Ms., nor do we have any indication that one was due to her back in 2014.
Upon receiving her rebuttal, we attempted to contact Ms. on June 19 and 20, 2019, but could not get a hold of her. We also sent her an e-mail requesting she send us a copy of the receipt in question, so we could further investigate her request. We have not received the store receipt in question.
Based on the aforementioned, we respectfully request that his complaint is closed at this time, as we are unable to assist further.
Regards,
Cricket Wireless, Customer Support
575 Morosgo Dr., NE
Atlanta, GA 30324
/EI
I have been a cricket customer since it opened in my area in 2007. We have three lines on our account. In October my old phone stopped working and I had to get a new one. When I went in the store closes to me to shop. I had a CSR who really messed things up. He locked me out of my google account and I was unable to get a few years worth of pictures. Including my step dad who is now deceased. I went back and talked to the manager who advised I could reach out to google and see about getting my account back and do a recovery. I tried for days and nothing. So I moved along and then on Saturday my phone fell and the screen cracked. I went back to the store and got the same CSR who is so rude and unknowledgeable. He told me you don't have insurance, well I was supposed to but he had messed up my account before so no surprise. I asked him if there was anything I could do. He said yeah buy a new phone. I was like well I just did on 10/30/18, which he is the one again who had messed that up too. I asked him for a manager and he advised there wasn't one here. I asked him for a card and he said to me real loud and laughed. Why? Have I been bad. and laughed. I was so embarrassed in front of other customers. My husband was shocked at how we were treated. I called Customer Service today and was advised that I could reach out to LG who is my provider. They advised for over 100.00 they could fix my screen. I was supposed to have insurance and now I been treated poorly by the same incompetent person as before and have a cracked phone.
Product_Or_Service: LG //
Account_Number: XXX-XXX-XXXX
Other (Requires Explaination) I would like a replacement screen/phone at no charge which I should have had insurance anyway. I also would like to talk to someone about Britt *** Sales Advocate at the Eastgate Ohio Store in Cincinnati Ohio
This correspondence is in response to a complaint filed by *** regarding Cricket Wireless. In her complaint, Ms. states that in October 2018 her old device stopped working. She went into a Cricket Own Store to get a new device, through the upgrade process her google account became locked and she was unable to access some pictures. She was advised to contact Google for further assistance. A few days later Ms. dropped her new device and the screen cracked. She went back to the Cricket Store for assistance and found that her device was not enrolled in Cricket Protect insurance. She states the agent was disrespectful when she asked for a manger. Ms. would like for Cricket to provide a replacement at no charge.
We researched Ms. account and found that on October 28, 2018 she purchased an LG X Charge. On October 30, 2018 she returned to the Cricket Store and exchange the device to an LG Stylo. Per the store's invoices we found that no insurance was purchased on either occasion.
Per Cricket's Wireless Terms and Conditions "Your Device and SIM card may contain sensitive personal information (such as financial, healthcare, social security numbers, credit card numbers, pictures, videos) that you may wish to protect and not disclose to others. Cricket is not responsible for any of the information on your Device. You must remove any sensitive personal information from your Device before you return, exchange, recycle, or otherwise give up control of your Device". For more information please visits: https://www.cricketwireless.com/terms.
We attempted to contact Ms. on July 8, 10, 11 and 12, 2019 but we could not get a hold of her. She attempted to call us a few times as well but we missed her calls. We finally spoke with Ms. on July 15, 2019 and explained the aforementioned. She stated that she was upset about the treatment received at the store. We advised that we would work with the Cricket owned store's management team to investigate and provide coaching as needed. We offered to make a $25 adjustment towards her account to offset the $25 upgrade fee, but she declined the offer.
We thank Ms. for her communication and trust that this explanation properly addresses her concern.
Regards,
Cricket Wireless
Corporate Customer Relations
575 Morosgo Dr.,
Atlanta, GA 30324
/EI
(The consumer indicated he/she DID NOT accept the response from the business.)
After reading the above mentioned reply. What is failed to mention is that the agent did make contact with me on the afternoon of July 11th and advised that he was out of the office and that I would have to call him later. I left numerous attempts for this agent including emails. When we finally spoke he was not very customer service friendly and when I asked for a manager he advised he was the only person I could speak with and he didn't have a manager, he then proceeded to hang up on me, I then called back and asked for a manager again. I am very disappointed in this whole situation, after being a customer for years, I can see why the employee in the store treated me so poorly it appears their management team behaves the same.
I purchased the ZTE blade x max from a cricket wireless dealer in Rockford Illinois. 2 weeks into using it I started having issues. The internet would drop sporadically, the phone would lock up, I wouldn't receive emails or phone calls. To this day ice had serious issues. The Rockford store told me they cannot issue a full refund for the phone due to it being used. They absolutely refused to make it right. I've contacted Cricket multiple times, ZTE, and have performed all tech support. The phone is absolute garbage and Cricket refuses to help. I have blood clots in my lungs and this condition can kill me. I have missed highly important calls from my doctors and have missed appointments and reminders because of these issues. Cricket has made it clear that my life or death is unimportant to them. I want this problem resolved
Product_Or_Service: Other /ZTE blade x max/
Account_Number: XXX-XXX-XXXX
Other (Requires Explaination) The conclusion to this I expect to be a return of the ZTE phone and a phone comparable to be shipped. The current and only phone I will accept as a replacement is the LG stylo 4. I will not accept a ZTE. I would be happy to speak with a person about this as well
July 23, 2019
Revdex.com
Online Complaint
Complaint No: XXXXXXXX
Re: *** L ***
This correspondence is in response to a complaint filed by *** regarding Cricket Wireless. In her complaint, Ms. states that she purchased a ZTE Blade X in February 2018. Her device was having multiple issues. Ms. went through all troubleshooting with Cricket Wireless and ZTE technical support, but the issue persisted. She processed a warranty claim but they offered to send her the same device (reconditioned/like newdevice). Ms. wanted to receive a comparable device, but not the same manufacturer.
On July 22, 2019 we spoke with Ms. and explained on her warranty options. She stated that since she submitted her Revdex.com complaint last February and didn't here from us or received a resolution, she purchased a new device already. She asked for some type of compensation towards her account. We were able to come to an amicable resolution that Ms. was happy with.
We thank Ms. for her communication and trust that this explanation properly addresses her concern.
Regards,
Cricket Wireless
Corporate Customer Relations
575 Morosgo Dr., 12th Floor
Atlanta, GA 30324
EI
(The consumer indicated he/she ACCEPTED the response from the business.)
I am still not happy. I had to purchase a new phone in order to have working service.
There compensation is one 2 free months of service which is $35/mo for me. But I guess it's
All I will receive from this company. I will never recommend them to anyone though.
Received two I Phones SE after setup 1 of the phones did not work. Cricket offered to send a reconditioned phone after return of the new phone just received. After declining a used phone were we left with no choice but to cancel the service. According to the rep for Cricket we would still have to pay for 1 months service even after explaining we had to have service to find out the 1 phone did not work. Both phones have been returned and received by Cricket as of 8/6/2018
Product_Or_Service: Apple /SE/unlimiited
Account_Number: XXX-XXX-XXXX
Other (Requires Explaination) refund all monies including the 80.00 first month service.
June 3, 2019
Revdex.com
Online Complaint
Complaint No: XXXXXXXX
Re: ***
This correspondence is in response to a complaint filed by *** regarding her Cricket Wireless service. In this complaint, Ms. states that she had an issue with one of the two iPhone SEs she purchased. She returned both devices and requested to receive a refund for the monthly service change, but that request was denied.
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 researched Ms. account and found that she received a refund for both devices. As a one-time exception to our terms and conditions, she was also provided with a refund for the monthly service changes. That refund was processed on September 4, 2018.
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 XXXXX
/RM
(The consumer indicated he/she DID NOT accept the response from the business.)
Lets not be fooled by their response - we never used their service because the phones did not work. In addition they refused to refund owed monies three times and finally did so after be contacted by the credit card company. To infer anything different is a blatant lie. Because of an error in the system BB did not file this complaint foe several months. Please understand we still value BB and all your help. Thanks
June 20, 2019
Revdex.com
Online Complaint
Complaint No: XXXXXXXX
Re: ***
This correspondence is in response to a rebuttal filed by *** regarding her Cricket Wireless service and original complaint. In this rebuttal, Ms. states that she had an issue with one of the two iPhone SEs she purchased. She returned both devices and requested to receive a refund for the monthly service change, but that request was denied.
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 researched Ms. account and found that she received a refund for both devices. As a one-time exception to our terms and conditions, she was also provided with a refund for the monthly service changes. That refund was processed on September 4, 2018. We also confirmed that within the rebuttal, Ms. confirmed that all charges were refunded.
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 XXXXX
/RM
(The consumer indicated he/she DID NOT accept the response from the business.)
Once again they did not refund the cost of phones until the bank/credit card co. filed a complaint on our behave. The reason you have so many negative reviews is you don,t take ownership of your mistakes. Training and better customer service would go a long way. Once again to say you refunded the cost of the phones without a complaint filed by the credit card co. is still a fabrication on your part.
I purchased a cell phone online on 9/13/18 from cricket in the amount of $109.49. This price was for a phone, a sim card and an unlimited monthly plan. The phone # assigned to the phone was XXX-XXX-XXXX. I received the phone on 9/14/18 and when I turned the phone on and inserted the sim card I kept getting an error message. I called customer service at 800-274-2538 and explained what was happening with the phone and I told them that the micro sim card that was sent with the phone didn't work. I was told by the customer service rep. that I should of had a universal sim card with the phone. I was told that the wrong sim card was sent with the phone and I was transferred to the warranty department. I explained to the warranty department that the phone did not work with the micro sim card that was sent with the phone and I asked if they were going to send me another sim card. I was told no that I would have to buy one. I disagreed with buying another sim card because I didn't know for sure if that would resolve the problem with the phone. I was given a return authorization # (RAXXXXXXXX) to return the phone. I asked if they were going to be sending me another phone and I was told no. I dropped the phone off at a UPS store on 9/17/18 and documented on the original invoice that I placed inside the box with the phone that I wanted a credit issued and I wanted the account closed. I only received a partial credit of $54.49 which was for the phone, the defective sim card, and taxes. I did not received a credit for the unlimited monthly plan that I selected which was $55 and they are refusing to issue a credit. In fact they never closed the account and they are telling me that I have to pay them $60 to reactivate the account because it is suspended. When I asked how can they charge me $60 for a account that I requested to have closed and that I don't even have a phone for they don't have an answer for me. These people are taking advantage of consumers and this needs to be stopped.
Account_Number: XXX-XXX-XXXX
Other (Requires Explaination) I have already disputed this charge with my credit card company because i want a credit for the $55. However i do want to make sure that this account is closed and that it has a zero balance. I do NOT own a phone from cricket, I never used the service because the phone did not work, and I do not think it is fair for them to charge me for a monthly service when it was their choice to not replace the phone or the defective sim card.
Signed up for service online. Was told by customer service to cancel the order and resubmit the order using matching billing and shipping addresses. I live in florida for the winter months, and wanted the free phone that was offered as part of signing up with an unlimited data plan, shipped to my florida address. My billing address is in Rhode Island. I cancelled the order, and was informed by customer service that I would receive a refund within 7 to 10 business days. They acknowledge that they cancelled the order, but they sent the phone to Rhode Island anyway unbeknownst to me. I have been on the phone with them so many times I've lost count, and cannot get the matter resolved. Their customer service personnel does not seem to understand what the issue is. I've had to call repeatedly and every time I call I have to repeat the whole story. This has been going on for over a month, and to date The problem is still unresolved. My bank has become involved, and agreed that I should file a complaint against the company. Their customer service is horrendous, and I think it's due to the employees? lack of understanding of the English language.
I've tried to explain the problem here as best I can, but I feel as though speaking to someone in person would be the best way to fully explain the difficulty.
Product_Or_Service: Apple /7/Unlimited data
Account_Number: XXX-XXX-XXXX
Other (Requires Explaination) I would like a refund of the original amount that I paid before I cancelled the order, and I want the phone that was offered as part of signing up. I subsequently went into a cricket store and signed up, and was told that I was not eligible for the free phone because I was already signed up. It may be difficult to follow my explanation but it's actually not that complicated an issue. Cricket seems to be the only one who can't understand the situation.
May 31, 2019
Revdex.com
Online Complaint
Complaint No: XXXXXXXX
Re: ***
This correspondence is in response to a complaint filed by *** regarding her Cricket Wireless service. In her complaint, Ms. states that she ordered a new device which was shipped to her billing address, however she wanted the device shipped to a different address. She also stated that she attempted to cancel her order , but the device was still delivered. She has not received her refund and has been unable to receive the help she needs to resolve this issue.
We researched Ms. account and found that the device was returned to Cricket on March 18th, 2019. We spoke with Ms. on June 12th, 2019 to confirm our findings and to issue a credit for the returned device.
We thank Ms. for her communication and trust that this explanation properly addresses her concern.
Regards,
Ron ***
Cricket Wireless
Corporate Customer Relations
575 Morosgo Dr., 13th Floor
Atlanta, GA 30324
/RM