Cricket Wireless Reviews (%countItem)
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Cricket Wireless Rating
Description: Cellular Telephone Service & Supplies, Cell Phone & Tablet Equipment, Supplies & Repair
Address: 575 Morosgo Dr NE Fl 2, Atlanta, Georgia, United States, 30324-3300
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I contacted Cricket customer service about switching and about the apple cell phone that was out of stock around that time. The apple phone was on special - $299.00 for existing customers and $199.00 for residents who port their number. I wanted to get my daughter that phone when I ported her number over from Metro pcs to Crickett. The Apple phone wasn't availible around that time (sold out). I told the crickett rep that my metro pcs bill is due on the 7th (dec) - I explained that if I pay my metro phone bill - I have to pay the bill for a month and if I leave before the month is up - metro pcs will not refund the difference - I provided that explanation as the reason why I couldn't wait. The crickett rep told me to explain the situation when the phone gets back in stock and we can see what we can do - the apple phone is back in stock. I spoke to a few crickett reps (12-15) about the issue - I was told that nothing can be done and I would have to purchase the phone for $299 since I ported the phone number on 12/7/17. I explained that it's not my fault - the apple phone is on special and it was sold out when I decided to switch. If the phone was on special - their should have been enough phones on hand to handle supply and demand. I am regretting switching from Metro PCS to crickett - i'm paying more and getting less in return
Product_Or_Service: Other //
Account_Number: XXX-XXX-XXXX
Other (requires explanation) Sell the apple phone for $199 and allow me to use the current $30 savings code
December 19, 2017
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 ported on XX-X-XXXX from Metro PCS. She stated that she was attempting to take advantage of an iPhone promotional price, however the iPhones were not in stock at the time she attempted to purchase. Ms. states that there should have been more iPhones available, and that she wants the iPhone sold to her at the promotional price of $199.00.
We contacted Ms. via telephone on 12-19-2017 regarding her complaint. We thanked her for porting over to Cricket Wireless and explained to her that we do not guarantee extended availability of any products. We apologized for any inconvenience this may have caused.
On the www.cricketwireless.com website when it comes to promotions it states:
"Pricing, terms, & other restr's subject to change and may be modified or terminated at any time without notice. Coverage & svc not avail. everywhere."
We do appreciate Ms. as a new customer and offered a $30 courtesy credit to to her account which was applied 12-19. Ms. was not happy with our resolution.
We value feedback and apologize for any inconvenience or poor service she felt she received.
Cricket strives to provide excellent service and we regret when that high standard is not met. We thank for her communication and trust that this explanation properly addresses her concern.
Regards,
Cricket Wireless, Customer Support
575 Morosgo Dr., NE
Atlanta, GA 30324
The sales person told me several times that since the phone I was buying had hotspot installed,I would be able to use hotspot. I was also told there was no extra charge since my phone came with hotspot. This was the reason I decided to change service. I dont think the salesperson intentionally lied,she might have thought she was telling me the truth.just the salespeople are not kept informed of policy changes,etc. I was told the phone I bought cant use hotspot. I have to return this phone and trade it for a lesser phone. Also was told after I pay more for a worse phone I have to pay 10$ more a month for service promised to me free. If a sales person promises something in order to make a sale, and the sale was conditional on the offer they are obligated to uphold the verbal contract correct? Changing service and new phone cost more money than 2 months of my previous service, that provided hotspot on any phone.
Product_Or_Service: LG /Stylo 3/Unlimited
Account_Number:
Other (requires explanation) I want to keep the phone i paid for, and i want the hotspot i was promised. If hotspot cant be activated on my phone they can send a seperate device with a working hotspot. I was told a device with a hotspot built in was not subject to 10$ hotspot fee,i asked if she was sure and she assured me what she said was true.. I would also consider a credit for a second phone with a working hotspot,and i would even pay for the second line after first month.
December 29, 2017
Revdex.com
Online Complaint
Complaint No: ***
Re:***
Dear Sir/Madam,
This correspondence is in reference to a complaint filed by Mr.. In this complaint, Mr. states that a local Authorized Retailer provided him with incorrect information regarding Cricket Wireless's hotspot service and device capabilities.
We have attempted to reach Mr. via telephone and email on December 19, 20, and 22, 2017 to discuss his complaint, but were unsuccessful.
We did speak with the local Cricket Wireless Sales Executive, and the Authorized Retail Store Manager about Mr. complaint. We were informed by the Store Manager that Mr. visited the same retail location on December 20, 2017. Mr. purchased a new device with hotspot capabilities, and the Manager educated Mr. about the hotspot service features. Mr. was satisfied and had no additional concerns.
We thank Mr. for his communication and trust that this explanation properly addresses his concern. We have provided Mr. with our contact information in the case he has any additional questions or concerns.
Regards,
Cricket Wireless, Customer Support
(The consumer indicated he/she DID NOT accept the response from the business.)
No I am not satisfied with the service. I was infact overcharged to add a second line. Downgraded service to add second line with hotspot for my mom and having just paid 60 for a month of service I was charged another 45 for a second line when both lines should have been 88$ I consider blatent lies. BY sales people as fraud. Not simply a missunderstanding. Even a full refund would still leave me unable to reaqquire my previous service from verizon. My moms phone was set up wrong and to cancel the service she would have lost her number. Also service is horrible and never more than 2 bars of 4g. What I want at this point is every last cent of my money back.
(The consumer indicated he/she DID NOT accept the response from the business.)
I am absolutely not satisfied. That reply was full of outright lies. I was overcharged. 60+45=105 105>88 simple math. My service was downgraded from a 60 per month plan to the 50$ unlimited 2 plan on the 20th, same day second line was added to get the 88$ 2 phone plan. I was told since it had been less than a week I could get a refund and start new. So I should have had a 10$ credit with my 60$ unlimited plan being downgraded for the second line. None of the business representatives reply covers the fact the second line showed to have used the first lines data before it had even been turned on and hooked to the internet. Crickett has serious issues with their system as well as their employees apparently. I have screenshots of the account menu to prove that, and I was smart enough to video exactly what happened when I was in the store. I tried handling this politely but I believe it is time to let social media and possibly an attorney handle this.
January 18, 2018
Revdex.com
Online Complaint
Complaint No: *** - Rebuttal
Re:***
Dear Sir/Madam,
This correspondence is in reference to a rebuttal complaint filed by Mr.. In this complaint, Mr. states that he was overcharged by the local authorized retailer when he added a second line to his account.
We did speak with the local Cricket Wireless Sales Executive, and the Authorized Retail Store Manager about Mr. complaint. We were informed by the Store Manager that Mr. visited the same retail location on December 20, 2017. Mr. purchased a new device with hotspot capabilities, and the Manager educated Mr. about the hotspot service features. Mr. was satisfied and had no additional concerns.
In regards to Mr. complaint about being overcharged, we have reviewed the sales invoice, and found all the charges to be correct. Mr. activated a new line of service on December 14, and added a second line of service on December 20, 2017. Invoices for both of those transactions show that Mr. was charged the correct amount. We communicated with Mr. via email and notified him that there were no discrepancies found on the sales transactions.
We communicated with Mr. via email on January 9, 10, and 17, 2017 about his complaint. We have explained to him that on December 14, 2017, the first line was added to the account on the $60 Unlimited plan. On December 20, 2017, the second line was added on the $55 Unlimited plan. However, Mr. only paid $45 because of the Groupsave discount. Mr. did change his plan to the Unlimited 2 for $80, which went into effect on the following billing cycle. We again reviewed his bill and verified that there were no discrepancies.
We thank Mr. for his communication and trust that this explanation properly addresses his concern. 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
I rec'd a letter about the cricket service. I ordered the service, I paid $30 for the first month with my MasterCard. I rec'd the phone, I activated the phone online. The next step was to create an account which I was unable to do because they needed my Verizon Account #. I called Verizon, they gave me an account, I called Cricket to tell them the account #. At this point, all of the reps that I was getting on the phone were speaking very poor English. Today I have been trying to get a return label to return the phone. Now they are saying that I am not within the 10 day limit. I know I'm not however if I hadn't been getting the runaround. I was just on the phone with a supervisor and he hangs up on me. What a way to run a business.. Please help me get a label to return this phone and also my $30 returned. Thank you.
Product_Or_Service: LG /Fortune/
Account_Number:
Other (requires explanation) I just want to return the phone and my money($30) refunded.
December 29, 2017
Revdex.com
Online Complaint
Complaint No: ***
***
Dear Sir/Madam,
This correspondence is in reference to a complaint filed by ***. In this complaint, Ms. was unable to port her wireless number to Cricket Wireless. She is requesting a refund for the service charge that was paid for unused service.
We contacted Ms. directly and advised her that we would issue a full refund due to problems porting her number over to Cricket. A refund in the amount of $30.00 was issued back to Ms. credit card for the initial service payment.
We value Ms. 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
I informed***. The Cricket employee before getting the service that I ONLY WANTED A 832 area code are a 281 for my kids phones. She stated Ok! Later at the end when I asked where are the numbers, that's when the CRICKET sales person *** pointed a a piece of paper to inform me she couldn't get the area codes I requested. I Then informed her I did want the phones because I had already informed you from the start that I only wanted service with those area codes ONLY. That's when***. Called someone on the phone to inform them of the problem.***. Then told me she was refunding my money minus 115.66 I paid a total of 1,068.21 I never walked out the store with the phones nor touched the phones.***. Jumped her procedures in this transition now trying to keep my money for her actions. She was deceptive in this transaction. She just wanted a sale.
Account_Number:
Other (requires explanation) I deserve my full refund back because Asim H. Was very deceptive in this transaction by waiting to inform me of the phone numbers because she knew she was unable to get the area codes I requested from the beginning. So she had me pay early then keeping a part of my money.
December 21, 2017
Revdex.com
Online Complaint
Complaint No: ***
Re: Ms.
Dear Sir/Madam,
This correspondence is in reference to a complaint filed by Ms. regarding Cricket Wireless. In this complaint Ms. states she went into a Cricket Wireless Retail store to purchase a new device. She states she requested a certain area code and was promised she would be able to get it. She went through the order and at the end of the order was given a phone number with a different area code other than the one was requested. She states she advised the Agent she didn't want the service if they couldn't provider her the area code she requested. She then asked them to just cancel the order and provide her a refund. They provided her a refund for the cost of the device only. She states she wants a full refund of all charges she paid, as she never got a phone or any service from Cricket Wireless.
We reviewed Ms. account and found that there was a purchase receipt for a new device and a return device receipt. We received a call back from Ms. after our initial attempt to contact her was unsuccessful, and advised her that we were able to confirm that she had returned the equipment. We advised her that we were going to request a refund for the remaining balance that she didn't receive. She stated she has already disputed the amount with her bank and they have already returned the funds to her.
We apologize again to Ms. 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 Corporate Relations
Since buying this product, I have returned this model of phone ZTE Z988 3 times within one year 2017. The first time was April 2017, next was June 2017, next November 2017, and yesterday upon receipt of a used phone, refurbished, the phone does not work therefore I have to return it once again to ZTE for repair or replacement of. I am so upset that this time the phone did not last 1 minute or 1 hour before needing replacing AGAIN. ZTE will not replace the phone with a new phone the way "I think" that I purchased NEW from Cricket store; but instead say they will repair it after receiving it. This is the 4th same model product, all of which get really really hot when in use or in charging mode. This same model resets itself always and anytime, I never know when. I am older, have had a heart attack recently, I am diabetic and have many Dr contact phone numbers for both myself and my husband, in my phone and are all much needed. I get many calls from Dr offices reminding me & my husband of appointments &/or I must communicate to them in one way or another my need to see &/or keep appointments for both. ZTE customer service, ***, seems to care but customer service hands are tied. Each time my calls are escalated to a "concerned team" that will call me back 24 to 48 hours and will not replace the phone immediately by overnighting a working and new phone, no one there has the authority to do so. I am using my husbands phone that does not have every one of my Dr's entered in his phone nor does he have his own as they are in my cell phone contact listing, I am the contact person for both. While ZTE customer service members seem to "show concern" it does not help my cause. I need a new phone because their repair does not hold the repair and the issues with this model phone are ongoing but ZTE personnel claims they do not send NEW phones; I need immediate replacement with a NEW phone and don't feel I should wait for a used phone with same issues over & over. This phone says no service.
Product_Or_Service: Other /Z988 ZTE /Basic
Account_Number:
Other (requires explanation) ZTE should change their policy when they realize the repaired phone is not a good product by replacing with a NEW phone when issues are consistant & same dangerous issues within the warranty period still exist. ZTE should understand the product is no good when a phone with issues has already been refurbished and me, the customer, continues to return their product. I want a NEW & not ZTE product replaced phone this time. I do not want to deal with ZTE product any longer, no trust.
I received a brand spanking new ZTE phone today. Thank you for listening and forwarding; I wish to withdraw my complaint per solution I requested was granted.
Cricket wireless has updated its group discounts as of Nov,2017 without any heads up to existing customers through SMS or Email
I'm an existing Cricket wireless customer with good standing for past 3 years +
Cricket wireless recently updated its group discounts on multiple lines reducing discounts by $30 without any updates to existing customers. I would have expected Cricket at least SMS or email its existing customers of this impending change before it got activated in Nov, 2017. I got to know of this update when I contacted Cricket CS to add a line just before thanksgiving and had to decline updates to my account as my discounts will be reduced
Alternatively Cricket should have implemented this only for new customers with an option for existing customers the privilege of making a change over a specific time period - Now with this change I will be in the market early next year exploring my options as I have existing credit on my account with Cricket so will have to stick with Cricket until then.
I would expect Cricket to honor its commitment to existing customers who had enrolled based on group discounts Cricket has advertised when launched - Cricket can allow existing customers to perform a change to their plan within a specific 3 month window or whatever they seem better for existing customer with the previous group discounts -
December 20, 2017
Revdex.com
Online Complaint
Re: ***
Complaint ID: XXXXXXXX
Dear Cricket Customer:
This correspondence is in reference to a complaint filed by *** In the complaint, Mr. states that Cricket Wireless has updated the group Save Discounts as of Nov, 2017 without letting him know via SMS or Email. Mr. indicates that when he contacted Cricket Wireless customer service representative he was told that he is not getting the Group Save discount due to the changes he made to his account on Nov 24, 2017. Mr. is asking that we apply the Group Save discount on his account back to his account.
We contacted Mr. on December 19, 2017 to amicably resolve his complaint. We spoke to Ms. and we explained how the Group Save discount works. We also informed Ms. that due to the changer that were made to the account the Group Save Discount issued does not apply to the account. Ms. was satisfied with that explanation that we have provided her.
We apologize to Mr. for any inconvenience or poor service he felt he received. Cricket strives to provide excellent service and we regret when that high standard is not met. 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 XXXXX
/JGG
(The consumer indicated he/she DID NOT accept the response from the business.)
Hello,
Please address me as "***" !
Cricket representative spoke to my wife and indicated about the warning on their website indicating reduction of discounts if existing customers were to make changes to their plan- I'm aware of this warning on their website
The premise of this complaint is to address a concern on changes to group discounts that was implemented early Nov,2017 and has taken existing customers by surprise as there was no indication of the same on Cricket website nor through SMS - had existing customers been informed they would have had the prerogative to avail the FREE fifth line if needed within the stipulated window or Cricket should have granted a window after implementation of new group plan for existing customers to make changes to their plan based on previous group discounts - I had plans of availing the 5th line during thanksgiving and when I called CS I was informed of this change - This has impacted customers who had 4 lines under previous group discounts as they might have considered using 5th as a backup or avail the benefit at a later time, with the new group plan changes this is off the table -
In short my friends and relatives are all upset on this change which was implemented without warning and Cricket has alienated customers who have been in good standing for 3+ yrs with this change.
Hope my input helps !
Thanks
I purchased a phone 6 months ago and it crashed. It was a samsung. Instead of using the warranty a better phone was recommended by the field manager. I purchased it 7 days ago and this morning it failed to hold a charge. I work until 7:30pm and would not be able to make it to the store by closing inorder to get a new phone. This issue occurred on the very last day of the 7 day warranty. I called the local store where the device was purchased and they were not helpful and I called the 800 cricket customer service which was useless. I was sold a defective device and can not wait3 days for a new one to be mailed because I am unable to make it to the store. I asked for a 1 day extension which is an option but was not afforded that opportunity by the store branch. Cricket wireless *** Wayneand chelten avenue.
Product_Or_Service: LG //N/a
Account_Number:
Other (requires explanation) I want reimbursement for the inconvenience. I want my next Bill to be comp by the carrier.
December 22, 2017
Revdex.com
Online Complaint
Re: ***
Dear Sir/Madam,
This correspondence is in reference to a complaint filed by ***. Mr. states that his new device purchased was inoperable on the 7th day and he was unable to get to the Cricket Authorized Retail Location in time to return it. He claims the Authorized Retailer was uncooperative. Mr. feels that Cricket should compensate him for the inconvenience.
On December 16, 2017 Cricket reached out to Mr. and to our local management team in order to properly investigate Mr. claim. To date, Mr. has not responded or returned our calls.
The Authorized Retail team has agreed to speak with Mr. and hopefully turn his experience around. Customer Care's Manager Damaris e-mailed Mr. and provided him the telephone number for the Territory manager for the Authorized Retailer. We are confident that a resolution will be reached.
Cricket Wireless apologizes to Mr. for any inconvenience or poor service he felt he received. Cricket strives to provide excellent service and we regret when that high standard is not met.
We thank Mr. for his communication and trust that this explanation properly addresses his complaint.
Regards,
Cricket Wireless
Customer Corporate Relations
I entered the Cricket Wireless store located at*** on 12/11/17 and Associate Valerie and her Supervisor *** checked 2 phones we brought in and assured us they were fully compatible with Cricket wireless. They were unable to port the 2 phone numbers over but after 2 hours with technical support they said our phone numbers were ported over successfully and took payment for $80. 40 was in cash and 40 was via a debit card. Several hours later one phone was still not working and I had to call multiple times to resolve the matter but they were unable to figure out why internet was not working whatsoever on one line. It was getting no data connectivity and the other line was intermittent. I called back several more times and they opened a case with tech support to resolve it but then they stopped making contact and have not offered any suggestions or resolution. When the issues first arose we asked that the transaction be voided, refunded and service cancelled since they were unable to provide the full service and they refused and insisted they would resolve the lack of internet service. The only resolution I have been offered is to wait and keep waiting which isn't a resolution at all. The Cricket wireless supervisor I spoke with told me that they have no way to void or refund a transaction and to file a dispute with my bank.
Product_Or_Service: LG /g4/Unlimited 2 family plan
Account_Number:
Other (requires explanation) All I am wanting is a refund of $80. I will already have to pay an additional amount to reactivate both lines with their previous phone carriers and am not asking for any compensation for that fee. We were not provided with the service we signed up for and Cricket has had 3 days to find a solution to the lack of internet and has not been able to resolve this matter and has no incentive to do so since they already have my payment.
December 21, 2017
Revdex.com
Online Complaint
Complaint No: ***
Re: ***
Dear Sir/Madam,
This correspondence is in reference to a complaint filed by ***. In this complaint, Ms. states she ported over two wireless numbers to Cricket at one of our Authorized Retailer locations and received intermittent voice service with one line, and no data on the other. Ms. is requesting a full refund so she can reactivate service with her previous provider.
We contacted the store's leadership team regarding Ms. complaint. The Authorized Retailer agreed to issue a refund. We emailed Ms., and we left voicemail providing her with the resolution. Market Manager *** will arrange a refund to be at the store for the customer to pick up after 6pm on December 21, 2017
We value Ms. 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
My phone was stolen after I left place of employment seeking refund or exchange for placing trust in cricket wireless and tolerating even for a little while the rude behavior of the representatives.their business affected my starting and furthering business with Sprint.
Product_Or_Service: Kyocera /Kyocera/Daily plan$3.00 a day
Account_Number:
Other (requires explanation) Correction to credit report and monetary or equal of same or just slightly lesser value through out my entire business and also monetary value of what I have spent from 2010_2016
December 26, 2017
Revdex.com
Online Complaint
Re: ***
Complaint ID:***
Dear Sir/Madam,
This correspondence is in reference to a complaint we received by ***.
In the complaint, Mr. states he wants to make sure that Cricket is not affecting his credit report.
We attempted to contact Mr. on multiple occasions via phone and email with intent to amicably resolve his complaint, but were unsuccessful. For this reason, we are unable to provide a resolution at this time. If Mr. would like additional assistance he can contact Chelsea Bell at ***
We apologize to Mr. for any inconvenience or poor service he felt he received. Cricket strives to provide excellent service and we regret when that high standard is not met.
Regards,
Cricket Wireless
Customer Corporate Relations
We tried to switch to Cricket from AT&T. There was a porting problem. That was Monday 12/11/17. The reps At the store were very nice but had the run around with .customer .service over ,the phone. Today, Wednesday, we still have not had service. They filed a ticket Monday but said port failed and wanted to file another ticket. We told them just to cancel the request so we could stay with AT&T. They said they cancelled it but when we went to AT&T they found Cricket had ported my number but had not activated it. AT&T is getting it back from Cricket so we can just stay with AT&T but Cricket refused to refund the $55 I paid them Monday even though I never had an active account with them and never had a minute of service with them.
Account_Number:
Other (requires explanation) All I want is a refund of the $55 I oadiod for slervice I never received at all.
December 22, 2017
Revdex.com
Online Complaint
Complaint No: ***
Re: ***
Dear Sir/Madam,
This correspondence is in reference to a complaint filed by Mr. ***. In this complaint, Mr. states that he was charged for service even though he was never able to activate his service with Cricket Wireless because of a port in error.
Upon further research, we were able to verify Mr. claim about not being able to activate his service. We also found that his first month's payment was processed at a local Authorized Retail location. We informed the retail location about the service payment, and they have agreed to refund the full amount to Mr..
We spoke with Mr. via e-mail on December 19, 2017 about his complaint. We informed him that the local Authorized Retailer will be contacting him to arrange a meeting for him to pick up the refund he had requested.
Mr. confirmed via email on December 22, 2017, that he has received the refund from the Authorized Retailer.
We apologize to Mr. for any inconvenience he felt he received. We thank Mr. for his communication and trust that this explanation properly addresses his concern.
Regards,
Cricket Wireless, Customer Support
I have been having issues with this company since Hurricane Irma, I contacted to inform them that I would be delayed for payment for a week due to the weather concerns, and that I was not getting any service in my area. They said I was a day late for the extension for hurricane victims, I explained but I had no way to call them and I received no notice of this so called extension program. They said they couldn't help not reim buse for the lack of service.Next: I have explained to them weeks ago I have been having phone issues I spoke to about 4ppl at the time and they kept putting me through the same trouble shoot and were doing noting about it.3rd: I just called in to explain I have been having issues with my phone I paid retail value plus insurance. Instead of trying to help me they tossed me off to a whole other company that had no idea how to help me out. I wasn't unpleasant I asked to speak with the mgr and no help im so upset
Product_Or_Service: Apple /Iphone 6/60
Account_Number: XXX-XXX-XXXX
Other (requires explanation) I want my service to work. I don't want to pay when my phone nor the internet works. Im tired of apologies with no resolution. I need them to check the towers or something and replace my phone.
December 21, 2017
Revdex.com
Online Complaint
Complaint No: ***
Re: ***
Dear Sir/Madam,
This correspondence is in reference to a complaint filed by Ms. regarding Cricket Wireless. In this complaint, Ms. states she has had issues with her service since Hurricane Irma hit Florida back in Sept. She states shortly thereafter she has had intermittent service.
We reviewed Ms. account and found that all of the towers near and around her are in working condition. We even had someone from our engineering department research the area as well and found that there are no down or degraded towers.
We contacted Ms. and shared our finding with her, and apologized for any inconvenience she may have encountered and offered to apply a credit to her account,which she accepted.
We thank Ms. for her communication and trust that our explanation properly addresses her concerns.
We apologize for any inconvenience or poor service Ms. felt she received. Cricket strives to provide excellent service and we regret when that high standard is not met.
Regards,
Cricket Wireless
Customer Corporate Relations
(The consumer indicated he/she ACCEPTED the response from the business.)
I recieved a response from cricket, I am still having phone issues but I will take it to apple to see if they can fix
The company went back on their word and did not provide a credit and no one at the company that I've spoken with has any notes
January 25, 2018
Revdex.com
Online Complaint
Complaint No: ***
Re: ***
Dear Sir/Madam,
This correspondence is in reference to a rebuttal filed by Ms. regarding Cricket Wireless. In this complaint, Ms. states she was offered a credit and it was never added to her account.
We reviewed Ms. account and found that the credit was not added to her account as promised and we immediately added it. We attempted to reach her to advise her that the credit was applied and advised her of the findings from our engineering team, who concluded that all of the towers in her area are in working condition. There are no down or degraded towers and no known issues in the I-4 corridor.
We again thank Ms. for her communication and trust that our explanation properly addresses her concerns.
We apologize for any inconvenience or poor service Ms. felt she received. Cricket strives to provide excellent service and we regret when that high standard is not met.
Regards,
Cricket Wireless
Customer Corporate Relations
Hello I am a SGT in the United States Army and currently deployed to Afghanistan. I had been a customer for almost a year when I was called to serve my country. I had previously subscribed to Cricket Wireless unlimited plan. I terminated my payments and need for service as I would not be able to use my phone for the next several months. I found out from friends and family that their attempts to send FaceTime calls and messages were being taken by an uknown individual. After having family talk to the individual and with customer support we came to realize that Cricket had given my phone number away. I had every intention to return to Cricket once I redeployed. I hope Cricket will find a way to remedy this issue as I have had no previous issues with them.
Product_Or_Service: Apple /iPhone SE/Unlimited
Account_Number:
Other (requires explanation) I hope Cricket will find a way to remedy this issue as I have had no previous issues with them. Simply I'd like to have my phone number when I get back from Afghanistan.
December 21, 2017
Revdex.com
Online Complaint
Complaint No: ***
Re:***
Dear Sir/Madam,
This correspondence is in reference to a complaint filed by*** regarding Cricket service. In his complaint, he reports that he is a Sargent in the United States Army and he is currently deployed in Afghanistan. He terminated his Cricket Wireless account payments since he would not be able to use his cell phone for several months. He recently found out that friends and family attempting to do FaceTime calls and messages, were being answered by an unknown individual. Mr. had his family call Cricket's customer service and they were advised that his number was given away. He was considering returning to Cricket when he was redeployed. He would like to have his phone number back once he returns from Afghanistan.
We researched Mr. account and found that the last payment made to his cricket account was on 08/22/2017. The account was suspended on 09/24/2017 and cancelled on 10/24/2017 due to nonpayment. Our records show that the cell phone number in question is being used by another provider's subscriber.
Please note that if you have not paid within 60 days of your last Cricket Pay Date, your account is canceled. Due to the nature of our business, prepay, when an account is canceled, the mobile number is no longer available, the account is closed, and any remaining balance is removed from the account. For more information visit: *** Once your account has been cancelled, you'll need to set up a new account and get a new SIM card to restart your service.
We attempted to contact Mr. on 12/18 and 12/19 by phone with no success. We were able to contact him via email however, and advised him of the aforementioned. We also offered, a one-month credit for service, for when he returns to United States and sets up a new account.
We apologize to Mr. for any inconvenience or poor service he felt he received. Cricket strives to provide excellent service and we regret when that high standard is not met.
We thank Mr. for his communication and trust that this explanation properly addresses his concern.
Regards,
Cricket Wireless, Customer Support
I switched over to cricket from Metro PCSOn 12/04/17. I paid over $140 on the activation fees as well as a new phone. About a day or so I figure that the buttonthat put the volume up, doesn't work. I went to the store today and was told they can'tExchange it because it was now day 8 and theyhave a refund for up to 7 days...which todayis the seventh days. The only option I got was to call warranty. When I did I was told that I first have to return the phone and wait for 2-3 days without a phone until I receive the replacement. My situation fall within policy range of cricket policy...7 day return. I have children and in these days and time a human shouldn't be with a way or mean to contact any emergency department (fire or police) my 14 year old have to go out there tphigh School and visit with friends and family...2-3 days without any form of communication to the outside world is not a good position to be in. Please contact me as soon as possible please and thank you for all that Revdex.com stand for and do for all.
Product_Or_Service: LG /LG/Cricket
Account_Number: XXX-XXX-XXXX
Other (requires explanation) Exchange of my phone in store so as to cut out a single mother of not having means of getting to my child for 2-3 days...anything can happen at any time. Or if a refund of my full payments to cricket wireless.
December 18, 2017
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 she brought a device from Cricket at an Authorized Retailer. Ms. states that a few days after she brought her device her device started subsequently stopped working, specifically with the volume. Ms. states that she disagrees with the way the 7 day return policy is structured.
Ms. was contacted by phone to discuss her concern. The Cricket 7 day refund policy was discussed.
The return policy for Cricket is as follows:
Devices purchased at a Cricket store: Cricket provides a 7-day return policy - beginning on the date of purchase - in which you may return or exchange a qualifying new or reconditioned wireless device purchased at one of our Cricket Stores.
Devices purchased online purchases at www.cricketwireless.com: Cricket provides a 7-day return policy - beginning on the date the device is received - in which you may return a qualifying wireless device. Devices purchased online must meet the return/exchange requirements to be accepted. Devices that do not meet the return/exchange requirements will be returned to the customer.
Certain devices may include return requirements that are different from this Return Policy. Any differences in return policies will be explained at the point of purchase.
Also it was discussed that once the device meets the requirements of the warranty exchange return policy (after the device is past the 7 day return period), there are several options for exchanging the device.
These options can be found online at:
www.cricketwireless.com/support/orders-and- activations/warranty/customer/warranty.html and by calling X-XXX-XXX-XXXX.
We offer a free option as well as options that will provide an expedited replacement with payment of a security deposit. Although as a pre-paid company at Cricket we do not credit for a device that may not be working, we have applied a one-time $15 credit to her account as a courtesy.
Notwithstanding current terms and procedures, Ms. was sent a replacement device to her residence. She was instructed to send the defective device back to Cricket via UPS.
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
Bought phone and started to have problems with it immediately; crashing, apps crashing, super slow and having to delete and reload apps. I was sick so, did not not need to address immediately. Called 12/06/17 and they wanted me to pay $170 to have another phone sent to me, I did not have the money. I called today 12/11/17 and the same thing. According to reviews this phone has been defective since, they started selling it and they continue to sell it and they want client to pay for new one first and they will check the phone and if it is defective they will return the money or they want me to return the phone first and be with out a phone for a week.My last phone they did the same thing and said, my phone had water damage when it was a mechanical damage and they did not honor the warranty and wanted to keep my money.I am afraid they are going to do the same thing again, Want to keep my money for a defective phone.I was on the phone with the warranty department and twice and was cutoff; was waiting to speak to a manager.
Product_Or_Service: Other /zte blade x max/
Account_Number: XXX-XXX-XXXX
Other (requires explanation) Want them to send me a phone that works without me having to pay for it in advance or pay period. they can ship the phone to their corporate store and I can pick it up there or they can send me the phone and I will ship the one I have back.
December 18, 2017
Revdex.com
Online Complaint
Complaint No: XXXXXXXX
Re: ***
Dear Sir/Madam,
This correspondence is in reference to a complaint filed by *** regarding Cricket service. In his complaint, he reports that he bought a phone that started to have problems immediately. The apps on the phone started crashing, and the phone was very slow. On December 6, 2017 he called Cricket's customer service and they told him that he needed to pay $170 to get his device replaced. Mr. is asking that we send him a phone without him having to pay for it in advance.
We researched Mr. account and found that he purchased his phone on September 23, 2017. Our records show that he contacted Cricket's customer service on December 6, 2017 to report issues with his phone. Our records show that the phone is enrolled on mobile insurance, and still within the manufacturer's warranty period.
Please keep in mind that Cricket provides a 7-day return policy - from the date of purchase - in which customers may return or exchange a qualifying new or reconditioned wireless device purchased at Cricket. Past the 7 day return period the warranty claim coverage period begins. This information can be found at https://www.cricketwireless.com/support/orders-and-activations/returns-and-exchanges/customer/returns-and-exchanges.html.
New Cricket devices generally carry a one-year manufacturer's warranty from the date of purchase. Reconditioned wireless devices generally carry a 90-day manufacturer's warranty from the date of purchase. There are several warranty replacement options for customers. For more information Please visit https://www.cricketwireless.com/support/orders-and-activations/warranty/customer/warranty.html. For more information.
We contacted Mr. on December 14, 15 and 16 to advise on the aforementioned with no success. We also sent him a text message and an email with our contact information. If Mr. still needs assistance please have him contact Emilio I at XXX-XXX-XXXX.
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
/EI
THIS IS THE WORST CELL PHONE NETWORK I HAVE EVER HAD. 3 MONTHS AGO I HAD A COURT DATE AND NEEDED TO PRINT OUT EMAILS I SENT FROM MY PHONE IN THE STANDARD EMAIL APP. I WENT TO THE CRICKET STORE AS MY EMAILS DO NOT LOAD AND WHEN THEY DO, MOST ARE MISSING. THE MGR/OWNER OF THIS STORE, FOR OVER 2 HOURS COULD NOT FIGURE OUT WHY ANY EMAIL I SEND FROM MY PHONE DOES NOT COINSIDE WITH TMY OPTIMUM ACCOUNT ON ANY OTHER DEVICE. MY EMAILS SHOW UP IN MY INBOX, BUT ANY EMAILS SENT FROM MY PHONE ARE NOT RECOGNIZED ON ANY OTHER DEVICE AND EMAILS DO NOT SYNC FOR WEEKS. THE OWNER/MGR OF THE STORE MADE ME UNINSTALL MY APP AND REINSTALL IT WHICH CAUSED EVERY EMAIL I EVER SENT FROM MY CELL PHONE TO LITERALLY DISAPPEAR FROM THE ENTIRE SYSTEM, AND NOWHERE TO BE FOUND IN MY OPTIMUM ACCT. I WAS LIVID AND THEY DID NOTHING TO REMEDY THIS. IT COST ME $3000 LOSS IN COURT SINCE MY PROOF WAS IN THOSE SENT EMAILS THAT ARE NOW GONE FOREVER. NOW THE NETWORK CONSTANTLY GOES OUT AND THIS PAST WEEK COST ME APPROX. $350 IN EARNED INCOME AS I AM A RIDESHARE DRIVER FOR A LIVING SO IT IS IMPERATIVE MY CELL PHONE IS WORKING AT ALL TIMES. IT IS SO FRUSTRATING WHEN THE DIRECTIONAL GOES OUT, THE RIDES SHUT DOWN IN THE MIDDLE OF TRANSPORT, NO RIDES COME INTO MY PHONE WHEN THE NETOWRK IS DOWN AND I AM NOT WILLING TO LOSE ANYMORE MONEY BECAUSE OF A GARBAGE SERVICE. I HAVE CALLED SO MANY TIMES AND THEY RESET MY ACCOUNT NUMEROUS TIMES AND THE NETWORK JUST KEEPS GOING OUT CAUSING ME TO LOSE HUNDREDS IN INCOME!!!!
Product_Or_Service: Samsung /GALAXY PRIME/
Account_Number: XXX-XXX-XXXX
Other (requires explanation) I WANT OUT OF CRICKET ALL TOGETHER BUT AM FORCED TO KEEP IT UNTIL I ANOTHER PLAN IS PICKED UP AS THE PHONE IS MY ONLY SOURCE OF CONTACT TO THE RIDESHARE COMPANY I DRIVE FOR. I WANT A REFUND OF AT LEAST 3 MONTHS OF THE $55 PAYMENTS I GAVE SINCE THE PAST 3 MONTHS HAVE COST ME SO MUCH LOSS IN COURT, AND WITH PASSENGERS WHO NEED TO DEPART MY VEHICLE BECAUSE CRICKET STOPS WORKING IN THE MIDDLE OF THEIR RIDE. IT IS SO EMBARRASSING AND I NEED TO GET RID OF THEM ASAP BUT GETTING ANOTHER PLAN TAKES DAY.
December 18, 2017
Revdex.com
Online Complaint
Complaint No: XXXXXXXX
Re: ***
Dear Sir/Madam,
This correspondence is in reference to a complaint filed by Ms. ***. In this complaint, Ms. states that for past three months, she has been unable to send or receive e-mails from her device. She also states that a local Authorized Retailer attempted to assist her with the issue, but in the process deleted all of her e-mails.
On December 7, 2017, we contacted Ms. via telephone. Ms. informed us that she was on the process of filing an Attorney General's complaint for the same issue. She requested that we contact her at a later time. On December 11, 2017 we communicated to her via e-mail requesting additional information about the retail location in order for us to properly investigate this matter.
We have attempted to reach her again via e-mail and telephone on December 11, and 12, 2017, but were unsuccessful. Ms. was provided with our callback and contact information for future reference. Due to being unable to obtain the necessary information related to this issue, we are unable to provide a resolution at this moment.
We apologize to Ms. for any inconvenience she may felt she received. 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
/SH
On or about October 2, 2017 I went to this cricket location to see if I could use my *** on Cricket's network. I was informed by the customer service representative that I could not use a CDMA device (***) on cricket's network however I could use GSM devices (***). Therefore, I went out and purchased a *** for $250 to activate on Cricket's Network. On October 10, 2017 I returned to Cricket to activate the device. Upon arrival I explained to the rep that I had previously came to activate a device and I was told to buy a T-Mobile iPhone. After the rep examined the phone and looked through the settings he told me the device could be used on cricket's network. (This rep claim to be the owner, he refused to provide his information.) After he was finished setting up my services he informed me I needed to pay $97.87. I did. Thereafter, he told me the phone could not be set up until it was factory unlocked and he could do it on the side for $200. Confused I asked him why wouldn't didn't he tell me that prior to me completing the transaction? He said that unlocking the device was simple however it came at a cost. I asked him for my money back and he refused, because I paid cash. Whether a customer is paying cash, check, credit etc. shouldn't matter if the customer is eligible for a refund. Had the customer service representative been honest with me from beginning I would have never paid for services on a device that wasn't compatible. As a consumer, it is frustrating when businesses abuse their power in an attempt to add to their prominence. I came back to this business at least 3 times thereafter and was still declined a refund. Instead I was offered a free cricket phone and cell phone cases. Despite his decision to prey on a customer's disadvantage, as an employee with cricket he had a duty to make sure my device was eligible for activation prior to charging me for activation and he did not.
Product_Or_Service: ***
Account_Number:
Other (requires explanation) My prayer is to receive a full refund in the amount of 97.87. This situation will be reported to all governing agencies over consumers related issues, including but not limited to Office of Attorney General, Federal Trade Commission and Revdex.com. If this matter has not been resolved by December 20, 2017 11:59 PM a suit will file against the party in reference seeking reimbursement and additional damages.
December 12, 2017
Revdex.com
Online Complaint
Complaint No: ***
Re: ***
Dear Sir/Madam,
This correspondence is in reference to a complaint filed by ***. In this complaint, Ms. states she attempted to port her wireless number to Cricket Wireless and use her BYOD iPhone from ***. She states she was advised that her device would not work on Cricket's network and that she could only use an iPhone from ***. Ms. states that she purchased a *** and took it to the store to have it activated and was advised that the device would need to be unlocked. She states the store manager offered to unlock the device for $200.00. Ms. is requesting a refund for the service and activation fee since she could not use any of her devices on our network.
We contacted Ms. directly and advised her that Cricket does not unlock other service providers devices and due to the inconvenience, we would issue a full refund. We advised Ms. that the refund needed to be processed as 2 separate checks. Refund check #*** was issued 12/12/17 and will be mailed to ***,***. The second check which is a CAPS refund ED #***, was requested. We have also forwarded the complaint to local management to use as a training opportunity. Ms. is satisfied with our resolution.
We value Ms. 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
I went into a Cricket store today to add on a new phone. The Cricket rep pulled up my account and informed me that I have been over paying on our plan by $10.00 a month for the past year! She stated that we purchased the plan for this phone for $70.00 a month and Cricket reduced that plan right after purchase to $60.00 a month. However, Cricket did not notify us nor did they adjust the auto pay from 70 to 60 but continued to accept $70.00 a month on a $60.00 a month plan.I contacted cricket customer support and verified that this was correct and was told, yes, the plan fee did change. I ask for a credit for the last year of over payment and was told that they would give me a one time $10.00 credit, even though they took a minimum of $120.00 (one year) over pay fee from my account.
Product_Or_Service: Apple //
Account_Number:
Other (requires explanation) refund me by account credit or disbursement the amount of $120.00 for overpayment on account.
December 11, 2017
Revdex.com
Online Complaint
Re:***
Revdex.com Complaint ID:***
Dear Sir/Madam,
This correspondence is in reference to a complaint filed by***. In the complaint, Mr. Putt states that Cricket changed their pricing from $70 to $60 for the unlimited data plan and Cricket did not notify him. After paying his monthly service at $70/month he found that the price had changed and requested credit which was for $120 for the year of overpayment.
Mr. Putt was contacted by telephone on 12-11-2017 by ***.
In response to Mr. Putt's complaint, we have confirmed that Cricket Wireless Terms and Conditions of Service states as follows: Welcome to Cricket Wireless. We are pleased to be your wireless service provider. We reserve the right to change or modify these Terms and Conditions of Service ("Ts&Cs") at any time, which will be effective immediately when posted to Cricket's website at ***. Please check our website from time to time as these Ts&Cs may have changed.
Our Right to Change Terms and Rates
We may change any part of the Agreement at any time, without advance notice including but not limited to these Ts&Cs, Supplemental Materials, rates, rate plans, features, products, fees, expenses, coverage areas, roaming partners, international calling plan destinations, provisioning technology, and Charges for your Service. Changes become effective when posted on Cricket's website at ***. We will attempt to provide you with notice of material changes by text message or by such other means practicable, as determined by Cricket, but do not guarantee that you will receive notice of any changes. If you continue to access or use our Services or increase your account balance on or after the effective date of a change, you accept that change. Do not access or use our Services after the effective date of a change if you decide to reject the change and cancel Service. You will not be entitled to any refund or credit for the unused portion of your account balance if you decide to cancel Service before your monthly service period ends.
A $30 service credit was offered to Mr. Putt, which he refused. We thank Mr. Putt for his communication.
Regards,
Cricket Wireless
Customer Corporate Relations
(The consumer indicated he/she ACCEPTED the response from the business.)
I will accept Crickets offer of $30.00 credit as full and final payment in this case.
My wife and I visited the Cricket Communications located in 725 East Villa Maria Road in Bryan, Texas about an hour ago. I purchased a cellphone and cellphone case for myself without any problems. However, when it came time to purchase a case for my wife's phone, we asked the employee to find a case with a cover on the port charger. She claimed that she found one and claimed that she had one exactly like that one, so she knew for a fact that it had a cover on the port charger, so I, trusting her, went ahead and paid for the case. While she was installing the screen on the phone, she realized that the case did not have the cover for the port. At that point, we asked for a refund which they denied. We requested to talk to the manager, and he also refused to give us a refund and he stated that cases like that (with the cover) were not made anymore. We found out this was a lie when we went to Verizon across the street, found plenty of cases with port covers, and bought one to show the manager at Cricket. .Basically, I've been a loyal customer to Cricket and I've always paid my bills on time without any issues. We even called Cricket HQ, which they told us that we had every right to get a refund for the case, as long as we did it in 7 days of purchase.The money isn't the issue, it's the way they treat their customers that we have an issue with.
Account_Number: XXX-XXX-XXXX
Other (requires explanation) I would like to get a refund for the case.
December 13, 2017
Revdex.com
Online Complaint
Complaint No: XXXXXXXX
Re: ***
Dear Sir/Madam,
This correspondence is in reference to a complaint filed by *** regarding Cricket service. In his complaint, he reports that on December 5, 2017 he and his wife went into a Cricket store and purchased two cases. His wife asked for a case that included a cover over the charging port. The sales agent advised them that she had exactly what they needed. Mr. states that the sales agent charged him for the cases first, then found that the phone case did not include the port cover they'd requested. Mr. asked for a full refund, but was denied. He is requesting Cricket provides a full refund for the amount paid for the accessory.
We reached out to the Authorized Retail Store's District Manager to further investigate the transaction and provide a resolution. The District Manager reported that the Authorized Retail store will help Mr. by giving him another case or refunding the money he paid.
We contacted Mr. and advised on the aforementioned. He stated that he will be going to the Cricket store Saturday, December the 16, 2017 for a full refund.
We apologize to Mr. for any inconvenience or poor service he felt he received. Cricket strives to provide excellent service and we regret when that high standard is not met.
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
/EI
order not delivered and worst customer service.
when I ordered a device online I was promised an overnight delievery. 3 days later I still have not recieved the device. I called in speak to a supervisor I was placed on hold for more than half hour. worst customer sevice ever.
i like for cricket to give me half off my order or give me first month of serviuce complimentary. as i have pay for entire month to my current carrier. since their order is not delievered.
December 12, 2017
Revdex.com
Online Complaint
Complaint No: ***
Re: ***
Dear Sir/Madam,
This correspondence is in reference to a complaint filed by *** regarding Cricket service. In his complaint, Mr. states he placed an online order that was not delivered the date that he was told. Mr. stated that when he ordered his device online he was promised an overnight delivery. After 3 days, he still had not received the device he ordered. Mr. contacted Cricket Wireless he speak to a supervisor and he was placed on hold for more than half hour. Mr. explains that he received no assistance from either the store or our phone representatives for this matter. Mr. would like for cricket to credit his account with half off his first month of service.
We contacted Mr. on December 12, 2017 and attempted to address the complaint. Mr. advised me that he already received his device and that it is working perfectly and that he is happy with the service. In addition, Mr. stated that he was just upset about not getting the device the date he was told by our website.
We thank Mr. for his communication and trust that this explanation properly addresses his concern. We apologize to Mr. for any inconvenience or poor service he felt he received. Cricket strives to provide excellent service and we regret when that high standard is not met.
Regards,
Cricket Wireless, Customer Support
(The consumer indicated he/she DID NOT accept the response from the business.)
business could have given me discount on thw phone for the inconvience.
On 11/28/17 I attempted to transfer to Cricket Wireless at 132: Crown Wireless In Greenville Ms. I store employee informed me that my personal iPhone 6 would work and was comparable with their service, I was charged $92.44. The store employee was unsuccessful with the activation of my cell phone, she cancelled the port to prevent me from loosing service with my current carrier until my phone issue was resolved, I received a ticket number and and number to call 1800 Cricket wireless to ask for my refund because my services was never activated due to no fault of my own. On 12/1/17 I returned to cricket wireless in Greenville, Ms to attempt to transfer carrier services again and I was told that I had to wait 24-48 hours in order for my phone number to be release r/t number coded as ineligible at this time. On 12/2/17 I called and spoke to regarding my refund and I was told that I could only get a refund of $55, I could not get refund for activation fee, sims card and sales tax. My phone was never activated and I do not have a Sims card. I spoke to *** Ms. supervisor and I was told the same thing. It is illegal to charge someone for services that was not rendered.
Account_Number: XXX-XXX-XXXX
Other (requires explanation) My total refund of $92.44
December 7, 2017
Revdex.com
Online Complaint
Complaint No: XXXXXXXX
Re: ***
Dear Sir/Madam,
This correspondence is in reference to a complaint filed by Ms. ***. In this complaint, Ms. states she went into a store location to port her service over to Cricket Wireless. Upon porting over she found that her device wouldn't work on Cricket's network so she requested to cancel the order and was advised she could only get a portion of her payment back. She is requesting a full refund of all charges.
We reviewed Ms.' account and found that the information she provided was correct. Her device was not able to work on our network. We sent a request to our treasury department to have the full balance paid refunded to her. We contacted Ms. and advised her that because she made her payment at a store location we would have to send her a check refund and it can take 5 - 7 business days to receive the check in the mail. Ms. was very appreciative of our call and for our resolution.
We value Ms. Flower's 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
/CE