Cricket Wireless

Every month since starting service with Cricket Wireless (1/27/19) my account has been deactivated and charged a reconnect fee.
On 12/27/19 I opened an account with Cricket Wireless. 22 days later (on 1/18/20) I added my husband. We pay all fees and are told by the store manager that we will "get a credit" for the full month of service my husband had to pay them. However, eight days later (1/26/20) my FIRST bill comes due. And is the FULL amount of $61.10. Which, we pay, with full confidence that we will (at some point) get the credit the store manager told us about. The following day, our phones are disconnected and we are charged a reconnection fee, which we are told ISN'T a reconnection fee. But a fee that will gap the two week difference to "catch up" my husbands billing cycle to my own. So, no credits. And more money comes out of our pockets. On 2/26/20 my second bill is due and we pay it in store at 1014 E. Coliseum Blvd Fort Wayne, IN (this is the same location that ALL transactions occurred at) and directly following payment activate a line for my mother in law for an additional $10/mo. The following day, you guessed it, our phones are shut off yet again. With another $14 reactivation fee. Apparently, the STORE had used a $10 credit from my payment in place of charging my mother in law for it personally at the time of check out. Speaking of the time of check out; the representative had ran my mother in laws payment through before porting over her phone from the previous carrier and upon trying to do so discovered that my mother in laws phone was NOT compatible even though her phone number was. SO she fished an old phone from her own car and gave it to my mother in law to use instead. A USED phone that could be STOLEN property was given to my mother in law because the associate was too far into the process to just give my mother in law a BRAND NEW PHONE, which comes with the port over deal anyway. Then, big surprise, the phone doesn't charge properly and is sluggish (because God knows how old it is) AND because the phone was never reset, the lady simply deleted her personal accounts and pictures from the device. Two days later when my mother in law goes to get a new phone to replace the junk one that the associate gave her from her CAR, my mother in law is forced to PURCHASE a phone. During our quest to fix the reoccurring problem we are told by the 611 number that WE are at fault for not paying the proper amounts at the store that is an authorized dealer for THEIR company. And that they offer "no refunds" for any misleading sales. We are told by the store manager that, even though all of these things are entirely their fault, she's "only authorized to give in store compensation, she is not able to give account credits". Upon contacting the Facebook page (which is the only way to contact Cricket for this type of thing, other than Twitter, SUPER professional of them) to make a formal complaint they concluded that WE were not paying the proper amounts when conducting business at THEIR authorized dealer so they sent us links to better figure out our bill every month. I was told by both the FB rep and the store rep that neither of them could give me a name or working business number for either the district manager OR the owner. So, instead, I gave my contact information to them and asked them to have the person(s) contact me instead. It's been 24 hrs and I still have not heard from anyone in the Fort Wayne district. So, apparently, they are not concerned.

I purchased a pin top up card for $60
The card says to get the pin you need on the receipt in order to recieve the 60 dollars to my cricket account. I lost my receipt and consulted between cricket and *** where I got the card for 2 days and many hours with no resolution and was told that I will not receive the service I paid for. I find this unfair that there is no information on the card that allows to to get a new pin if the receipt is lost. I'm extremely disappointed and feel cheated.

I'm being charged for a phone I returned back to the store.
I went to the Cricket store on Willow Springs at the beginning of February. I was lied to about a special that they were having saying that if I buy a phone case I won't be charged activation fee. Basically I was charge activation fee anyway. This ended up in a big altercation the police were called. This door lies to people. So the ladies like I told the police that I was just unhappy with my purchase. The next day the lady called me back to the store and told me to refund my phone they gave me the money back for the phone case and apologize for the mistake. However they did not turn the phone off or release the line from cricket. Upon trying to pay my bill I was told that I had to still pay for that line and a late fee. I just got off the phone with someone who told me he was transferred me to a manager but he hung up the phone. So because I can't pay my bill online I was charged a higher price for the extra phone that I don't have a late fee I want my money back. I don't work for Cricket so I didnt know those ladies didn't turn the phone off.

Got a new line number was used by someone named ***. Keep getting calls for ***. Asked them to change it they want $15 to change it. I'm not paying to change a number that keeps getting worse, when I've had nothing to do with it
Product_Or_Service: Apple /iPhone ***
Account_Number: XXX-XXX-XXXX

IGNORANCE
I called Cricket customer care for an ongoing issue that I've had with my phone when it comes to service receiving phone calls and text messages. This has been going on for well over a week. I speak with a representative that doesn't comprehend or speak English very well explaining my problem and concerns to her. She then states the problem is resolved, but I receive a text message to my phone saying my plan was changed. This was not the purpose of the phone call. Everytime I call customer service I get an incompetent employee that doesn't understand what I'm saying and I have to go to a Cricket Store to get my concerns addressed. I went to a store to have the problem resolved and was told it would be resolved in a few hours and it wasn't. I called back and service was restored for a few hours and then it was cut off again. I went to the store this morning with the same issue and was told it would be resolved again and it wasn't. My phone has still been blacklisted and customer care said the store could provide a loaner phone which didn't happen. I also encountered rude employees on the phone with customer care that were totally disrespectful and of no help with me for my situation. I've been totally inconvenienced and lied to throughout this entire process and as I type this my phone is still listed as a blacklisted phone due to an error of one of YOUR employees. Its such a disappointing and upsetting experience for a customer to be totally disregarded and robbed of their money because of incompetent, uneducated and incapable employees. I pay nearly $200.00 a month in fees for service and have been a customer for a decade plus. Extremely upsetting, infuriating and disappointing.

was in the store many many hours,Corrina the sales rep was incompetent,we were simply trying to add a line, approximately 6 hours later we left with the phone I walked in with unhooked from my previous carrier! She had it unhooked and my # ported over with me leaving the store with my own phone that is now in unworking order.. Clue less on what she was doing, wouldn't call for help from manager . We paid the $50.07 activation fee. Still with absolutely nothing accomplished,except me leaving the store with my own phone that she unhooked and me with no device..
Product_Or_Service: Apple //Cricket More
Account_Number: XXX-XXX-XXXX

I purchased a smartphone from Cricket Wireless as a gift for a relative Cricket has blocked the device and will not unblock it due to a dispute that was opened through my credit card company by mistake. I have withdrew the dispute and Cricket will NOT unblock the device! This is very poor customer service as it was a mistake on my part that I've taken responsibility for. They restore the device just for it to be blocked again 24-48 hours later. Been fighting with them for almost a week over this issue! Total headache seems no one cares to get it corrected
Product_Or_Service: Samsung /A10e/Cricket Wireless
Account_Number: XXX-XXX-XXXX

I made this new customer order online on February 26 2020 I canceled the order right after I made it they are with holding 557.43 of my money and I didn't receive anything. They are not releasing it until 3 more days after the email said it would be released in 1-3 days not business days. Please call for more info this has been a long process I have called them everyday since the 26th
Account_Number: XXX-XXX-XXXX

I purchased a iPhone 6s and a case for it from cricket wireless online. I received the phone but never received the case for the phone. I called cricket customer service numerous times and asked for my money back for case. They explained they don't refund accessories. This was back in November of 2019. In December of 2019 after numerous calls to try to get credit and them refusing, a manager there said the only way to refund money for case is to file a dispute with my bank. So I did. Cricket then in January shut off phone put it on black list and said my bank FNB had taken money back for phone and case. Then they stated to turn my phone on on January 27th after I had already paid for service until February 3rd, that I had to pay for another month of service to turn my phone back on. So I paid it and they still did not turn service on on phone. On February 10th of 2020 after 13 days of non service and the run around of them saying they had a trouble ticket on my phone to remove it from black list, cricket sent me a text stating they can not remove my phone from black list. FNB my bank said the did originally take money for phone and case on 01/22/20 then gave money back to cricket on 1/27/20. I never received any credit and phone is still on black list to this day. Called cricket with my bank FNB on line and they still continued to refuse to credit me for service or phone.
Product_Or_Service: Apple /6s/Unlimited
Account_Number: XXX-XXX-XXXX

I paid 750.00 for an iPhone 11 online and I received a box with no phone. Cricket keeps sending me to a
Asurion to file a claim and pay deductible!
Someone clearly opened the box and removed the phone before it was shipped. There was no wrapping around the iPhone box whatsoever. I should not be responsible for their employee theft. The phone was removed before it was shipped therefore it was stolen from cricket not me. Cricket should be responsible for this not the consumer.

I added hotspot to my phone line on Saturday 2/29/2020. They took the money out of my bill and 20 dollars was still owed. Which was fine because they sent me a text message on 3/1/2020 saying that they would take it out the next day 3/2/2020. Thats fine too. What is not fine, is that at the stroke of midnight my services were suspended BECAUSE THE 20 DOLLARS THEY SAID THEY WOULD TAKE OUT ON 3/2/2020 WAS NOT PAID. I had to pay ANOTHER 40 DOLLARS just to have my services restored and the customer service rep said "We cant do anything, sorry"
Product_Or_Service: Motorola /G5/Unlimited
Account_Number: XXX-XXX-XXXX

I went into the company on Friday February 29th 2020 and wanted to get a phone. I wanted to get the phone for the price that they had marked on this cell phone itself I took a picture of it because The promo had ended it was $300 less than what they were trying to sell it to me for the next day I went in to talk to them and it was still marked for the same price they would not give it me at that price because that promo had ended.
Product_Or_Service: Samsung /S9/Unlimited plus
Account_Number: XXX-XXX-XXXX

They stole money from me using unethical and shady business practices.
I switched over to Cricket from *** In November. The first phone was given to me free. I was in the store for an hour and a half getting it set up switching over from *** to Cricket. I left the store the phone still didn't work right. I had to contact customer service. After an hour I had reprogrammed the phone with the guidance of customer support on my computer. Everything worked fine. Last week 2/18/20 I cracked my phone screen. 2/28/20 I go into Cricket Wireless in Neenah, Wi. I buy a new phone with an upgrade promotion they are running. It cost me 50+ dollars because I had to reactive the phone. I get home and once again I'm having issues with the phone but this time the online support is unable to help me after sitting on the phone with them for an hour going through all the steps it could be. They tell me the phone is faulty and to bring it in for an exchange. I do this, and when I get there I'm told an exchange won't fix the problem because this type of phone doesn't work for WIFI and gaming. So I get a refund since I have no other choice. I was told I wouldn't have to pay anything extra on the computer by customer sales associate. When I went to the store I was told Id have to pay 20 more dollars for a different phone. So I get the refund its only 24 dollars. They would not include the activation fee for the phone that didn't work. At this point with the time I've put in and the money stolen from me, I had tried to negotiate with both the store and online customer service and was basically told it's unfortunate, but there is nothing they can do. This company is just ripping people off selling them phones that don't work and then only refunding them partial credit. They need to be investigated for shady and unethical business practices.

I bought an iPhone from Cricket Wireless. I returned it within the required seven days to receive a refund. Cricket received the phone but never refunded the money. After four days of contact, I was switched to numerous departments, spoke to supervisors and still no satisfaction. This company has the worst customer care department and is not helpful at all. I am still at a loss with no phone or no credit
Product_Or_Service: Apple /Iphone 6S/Unlimited
Account_Number: XXX-XXX-XXXX

Cricket Wireless refuses to refund the $25 upgrade fee related to an iPhone 7Plus purchased through their website which was subsequently returned.
My name is ***. I have an account with Cricket (Account # XXXXXXXXX). On 2/8/2020, my husband (Jason Pama), via my Cricket account, purchased an iPhone 7Plus online for a total of $294.36 which includes the $25 upgrade fee. On 2/10/2020, the iPhone 7Plus was delivered. On 2/12/2020, My husband called Cricket to request to unlock the iPhone 7Plus. It was then that the Cricket Representative informed us that the iPhone 7Plus cannot be unlocked and that the iPhone 7Plus must be owned at least 6 months before it can be eligible to be unlocked. My husband indicated to the Cricket Representative that nowhere on the website was it made aware to him that prior to purchasing the iPhone 7Plus, the information was disclosed where the iPhone 7Plus could not be unlocked. As such, my husband requested to return the iPhone 7Plus. On 2/18/2020, the iPhone 7Plus was shipped out for return. On 2/21/2020, the American Express credit card which my husband used to purchase the iPhone 7Plus was credited back an amount of $269.36, $25 less than what my husband was charged for. On 2/26/2020, I called Cricket customer service to ask for the $25 refund. I was then told that the $25 was an upgrade fee that is nonrefundable. I was passed *** to a manager/supervisor who also said that the $25 was nonrefundable. I reasoned that the $25 upgrade fee did not make sense. The iPhone 7Plus was returned, where there is now no phone to be upgraded or service to be given. We never even had a chance to open the box. The manager/supervisor refused to listen and subsequently hung up the phone. On 2/28/2020, I messaged Cricket Wireless via Facebook Messenger to explain my situation and request for the $25 refund. Cricket Wireless messaged me back the following day and, again refused my request for a refund only giving an explanation that it was non-refundable. Now, Cricket has pocketed our $25 easily while we were left with nothing. If it was made aware to us prior to purchasing the iPhone 7Plus that it could not be unlocked despite having purchased the product in full, my husband and I would not have gone through with buying the iPhone 7Plus in the first place.

I went to the store paid my monthly fee 80.33 February 29 2020 I was shocked that I was disconnected the next day and had to pay 15.99 to get reconnected why I paid my bill at the store ( see receipt) then when I call customer service they said I was suppose to pay .34 cents additional. The clerk under charged me so in order to get connected I would have to pay 15.99 I then asked to speak to a manager who told me the same thing I told him that was cray I paid 80.33 at the store I even got a text they received the money. He then said well since you paid at the store you can do a bridge pay in 7 days pay 10.00 That is a ripe off if I don't pay 10.34 in 7 days I don't have service although I already had paid 80.00 at the store to avoid disconnection.
Product_Or_Service: Samsung //
Account_Number: XXX-XXX-XXXX

As of 2/29 morning, I had 2 phones with Cricket on a prepaid plan with auto-pay.On 2/28, they charged $90 to my credit card for the month of march.On 2/29 afternoon,I activated a sim card for a 3rd line.Paid the $20 the system said it cost to add the line. Service was activated. Wake up today on 3/1 and all 3 lines are deactivated and the message states I have a balance of $16.33. Waited for Cricket to open 9am to call.First call the guy explained the charge $1.33 for 1 extra day on the new line,yesterday, and $15 of reactivation fee because they cancelled my accounts because today there was a balance.I explained to him that I had no issue paying the $1.33 but the $15 reactivation fee was not my fault nor fair.I requested a waive/credit,nothing,I requested to speak to a supervisor and he originally refused,finally agreed after almost 40 mins on the phone with him...then, HUGO, hanged up.Called again and explain the whole situation again to a 2nd agent. Ended up in the same place,so he kindly transferred me to a "supervisor". After quite a few mins of way the supervisor offer no solution and the worst CS ever.No one seems to understand that it is not the customer's fault when you do not tell me upon activating a new line that there is an "Extra day" I have to pay for even after paying the $20 for the month/activation and the phone actually working. This is a shady practice and they are probably charging lots of customer this unfair fee for an issue in their communications and/or systems. My account was up to day. I just activated a line and paid what they said it was, no one informed me on the extra charge and then all the sudden left my whole family uncommunicated.Thanks God it was a weekend day and not in the week. Customer service could not be worst, all about reading the scrip and nothing about customer service.
Account_Number: XXX-XXX-XXXX

Have text message from Cricket stating I could make a bridge payment by 11:59 PM on 2/29/20. I made a payment at 11:26 PM. My service was disconnected. I called in the next day. They hung up on my 3 teams then refused to acknowledge the text referring to payment time. They lied multipe times and refused any responsibility in the matter. I lost my job and my wife went to the hospital cause I couldnt buy her meds with no phone access.
Account_Number: XXX-XXX-XXXX

Was not given important I formation regarding cut off of service. Service had not been restored in given time frame.
On 2/19/20 I called to have my service temporarily locked due to my phone being stolen. The representative never stated that my phone would be placed on the blacklist. They told me to call in when I have it back and they would restore services. I called in on 2/20/20 to restore phone service. It was restored at that time. I called in again on 2/23/20 to see why my service was no longer working and was told that my phone had been placed on a national blacklist. Again, I want to stress that this was NEVER mentioned when I called in to initially stop service temporarily. I was told on 2/23/20 that the rep would be creating a case and expediting it. This would ensure my phone was in working order within 3 to 5 business days. We are now on day 5 of the waiting period. I called in to see why my phone service hasn't been restored yet. The rep (Marvin) stated that my service was resuspended on 2/25/20 and he would have to create another case to restore services resulting in another 3 to 5 business day wait. It has been 9 days that I have been dealing with this issue and have not had any resolution. They also refused financial compensation ( bill reduction for days without service) regarding this matter. I would love to just switch companies completely but that can't be done until Cricket does their job to remove my phone from the blacklist. I do not see why if the first ticket went through and was cleared as Marvin had stated it was, that my service still is not working and why my phone is still on the national blacklist.

Late fee charge of $15 after going several hours past the time that the fee was due. Called in and was told by the representative that there was 'nothing? I could do to avoid the charge and that the 'fees are being used to improve the towers'. My issue is that Cricket does absolutely nothing to improve the service of their customers. Each month I find myself checking the grid to see the outages in my area and across their service area entirely because my service is out for hours at a time or dropping calls constantly. It's robbery to charge people $15 immediately to fix something that we as consumers are already paying into. However, when there is an outage or my service is not working several times throughout the month, I am not reimbursed for the inconvenience. This practice does not seem fair and Cricket does not place the same ethics and requirements that are required from customers each month. When I asked to speak with a supervisor I was placed on a long hold and never had a chance to speak. I felt bullied and did not feel my concerns were addressed. I had to pay a total of $115 and avoided the extra $4 charge to pay through their automative system by paying online.
Account_Number: XXX-XXX-XXXX