Cricket Wireless Reviews (%countItem)
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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 purchased a new iPhone 8 Plus from AT&T then transferred my line over to Cricket. Upon completion of the transfer I requested that insurance be added to my line. The representative informed me that I would need to go to the store so they could make sure there was no damage to the device. I went to the store and was told that insurance would need to be added by customer service. I was never told that insurance needed to be added in 7 days. The device was insured when it was transferred to cricket, why was it removed?
Product_Or_Service: Apple /iPhone 8 Plus /Unlimited Core Cricket
Account_Number: XXX-XXX-XXXX
Other (Requires Explaination) Add insurance to the device.
This correspondence is in response to a complaint filed by ***. In this complaint, Ms. states that she wants to know why her AT&T iPhone 8+ insurance protection did not transfer when she ported to Cricket.
We contacted Ms. on April 17, 2020. We let Ms. know that we worked directly with the administrator of Cricket Protect insurance, which is Asurion. It was determined that Ms. would have to wait to Open Enrollment, which we do anticipate starting again in August 2020.
Lastly, we also advised Ms. that most Apple devices come with a one-year limited warranty. She can visit https://www.apple.com/support/products/ for additional support.
We thank Ms. for her communication and trust that this explanation properly addresses her concern.
Regards,
Cricket Wireless, Customer Support
1025 Lenox Park Blvd
Atlanta, GA XXXXX
/CB
(The consumer indicated he/she DID NOT accept the response from the business.)
Company should insure a device when ported from a different carrier if the device already has insurance and also supply customers with accurate information regarding insurance coverage. I was given incorrect information.
April 29, 2020
Revdex.com
Online Complaint
Complaint No: XXXXXXXX
Re: ***
Dear Sir/Madam,
This correspondence is in response to a rebuttal filed by ***. In this rebuttal, Ms. states that she wants to know why her AT&T iPhone 8+ insurance protection did not transfer when she ported to Cricket.
We previously explained to Ms. that we worked directly with the administrator of Cricket Protect insurance, which is Asurion. It was determined that upon joining Cricket since she is past the 7-day window to add Cricket Protect. Ms. would have to wait to Open Enrollment, which we do anticipate starting again in August 2020.
When porting from another post-paid carrier to Cricket, there is no transfer of insurance because different companies have various device insurance policies, including different deductible pricing and qualifying criteria.
Additionally, Ms. has not made any payments for insurance for her iPhone 8+ since joining Cricket so it was confirmed that there is no active coverage on her Cricket account.
Lastly, we also advised Ms. that most Apple devices come with a one-year limited warranty. She can visit https://www.apple.com/support/products/ for additional support.
We respectfully request that this complaint is closed at this time, as we are unable to further assist the customer.
Regards,
Cricket Wireless, Customer Support
1025 Lenox Park Blvd
Atlanta, GA XXXXX
/CB
On Feb. 10th at 12pm eastern time, I have been trying to make a payment of $30 online. Due to the stay at home order from my governor of my state. It would not let me check the box for the terms and conditions. I have tried on a laptop, desktop, and smart phone. I have tried calling the automatic system and process the payment numerous time. Called 611 and spoke to a representative that informed me that the system is crashing bc of many people and to try again in 2 hrs. I then asked for a supervisor and got Dennis, id # DZ2775, who was rude and nasty from the beginning. He did not help me instead he told me that my option was to go to a store 2 1/2 hrs away and pay $30. I informed him about the stay at home and he told me that is the store that is open and to make the payment that way. I asked him for an extension till tomorrow to try again, I stated that maybe if I try first thing in the morning the system would be up. he told me my lines will be disconnected at midnight. then he told me to downgrade my package to 2g and then tomorrow I can make the $30 and also I would have to pay for the downgrade. I asked him that isn't cricket waiving fees due to the Coronavirus and he stated NO I still had to pay the fees. I was on the line for 1hr at 10mins and he did not help me. cricket is not assisting customers during this very bad pandemic. All I wanted is to pay my $30 bill and instead I was told to risk my life and pay my bill in a store 2 1/2 hrs away.
Product_Or_Service: Apple //
Account_Number: XXX-XXX-XXXX
Other (Requires Explaination) I want someone from Corporate to contact me and I want an adjustment on my bill for the aggravation and disrespect that I have experienced with Cricket. I was treated so badly by this supervisor. I should have never left TMobile, they are helping their customers during this world pandemic
This correspondence is in response to a complaint filed by ***. In the complaint, Ms. states she attempted to request an extension for her monthly payment. When contacting customer service, she experienced long hold times and states that she received a poor customer experience.
We contacted Ms. on April 30, 2020 and apologized for the long hold times. As a result of the pandemic, our centers are experiencing high call and chat volumes. Our priority is the health and safety of our customers and employees. Our teams are working hard to assist all customers while adhering to social distancing and other guidance and regulations. We encourage customers to utilize IVR, www.cricketwireless.com/MyAccount or the MyCricket App.
We researched Ms. account and see that she contacted Cricket Care on April 8, 2020. She was offered Bridge Pay and was offered to waive the initial setup fee. Bridge Pay extension program allows her an extra 7 days to pay the bill after an initial partial payment.
Ms. states she has canceled her line and ported her other line to a new carrier. Her daughter's line is still active with Cricket and would like to have her device unlocked. We advised her of Crickets unlock policy which states: The device you want to unlock has been active for at least (6) months of paid service. The Cricket Wireless Unlock Policy can be found at www.cricketwireless.com/deviceunlock.
We have researched Ms. account and see her device was activated on February 23, 2020 and does not meet Cricket's 6-month eligibility. Once Ms. completes the full 6-month term, Cricket will be able to unlock her device.
Cricket takes pride in our customer experience and is committed in providing excellent
customer service. 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
1025 Lenox Park Blvd, NE
Atlanta, GA XXXXX
/JL
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept this response. I spoke with a Cricket representative once, and he was very rude. I explained the situation and he said that there was nothing that he can do for me. I then asked him to ease unlock my daughter's phone that I paid full price for and he said he would get back to me regarding my request. He sent me an email stating no to unlocking the phone and I haven't heard back from him. I want my daughter's phone unlocked bc I paid in full for it, so I can leave this disrespectful company. If he is from corporate he could definitely unlock her phone. But he is chosing not to and keeping me with this *** of a company.I paid in full for this phone.
8, 2020
Revdex.com
Online Complaint
Complaint ID: XXXXXXXX
Re: ***
Dear Sir/Madam,
This correspondence is in response to a rebuttal filed by ***. In the complaint, Ms. states, she does not accept the response from Cricket and would like to have her device unlocked.
We have researched Ms. account and see her device was activated on February 23, 2020 and does not meet Cricket's 6-month eligibility. Therefore, we are unable to unlock the device as requested at the moment. Once Ms. completes the full 6-month term, Cricket will be able to unlock her device. She will need to remain active for an additional 5 months before the device will be eligible to be unlocked
We advised her of Crickets unlock policy which states: The device you want to unlock has been active for at least (6) months of paid service. The Cricket Wireless Unlock Policy can be found at www.cricketwireless.com/deviceunlock. Cricket's Unlock Policy is part of our terms and conditions which are accepted at the time of activation and each month upon the renewal of service.
We thank Ms. for her communication and trust that this explanation properly addresses her concern.
Regards,
Cricket Wireless, Customer Support
1025 Lenox Park Blvd, NE
Atlanta, GA XXXXX
/JL
(The consumer indicated he/she DID NOT accept the response from the business.)
I am very dissatisfied with the service I am receiving. I paid full price for the phone and I am being held hostage to a terrible customer service phone company. If this is corporate they have the power to unlock a phone that I paid full price for. I have not been given the respect of a phone call in regards to this situation. I want the phone unlocked that I paid full price for. I feel Cricket again is holding me hostage to their service. I have had nothing but bad experience s with Cricket. I want this phone unlocked. I paid full price for it and legally I own this device. I will take legal actions towards Cricket.
13, 2020
Revdex.com
Online Complaint
Complaint ID: XXXXXXXX
Re: ***
Dear Sir/Madam,
This correspondence is in response to a rebuttal filed by ***. In the complaint, Ms. states, she does not accept the response from Cricket and would like to have her device unlocked.
We have informed Ms. in previous responses of our findings and have explained Cricket's unlock policy. At this time Ms. device does not meet the requirements in Cricket's unlock policy. Once the usage requirements have been met, Cricket will be happy to unlock the device.
Crickets unlock policy states: The device you want to unlock has been active for at least (6) months of paid service. The Cricket Wireless Unlock Policy can be found at www.cricketwireless.com/deviceunlock. Cricket's Unlock Policy is part of our terms and conditions which are accepted at the time of activation and each month upon the renewal of service.
Unfortunately, we cannot provide the resolution that Ms. is seeking and respectfully request that this complaint is closed.
Regards,
Cricket Wireless, Customer Support
1025 Lenox Park Blvd, NE
Atlanta, GA XXXXX
/JL
My stepmother made a bridge payment on our Cricket account on March 30,2020, per Crickets definition of the Bridge Payment in order to determine when your next payment is due you're supposed to count seven days forward from the day the initial payment is made. Seven calendar days after March 30th is April 6th, which means your next payment is due on or before that date to continue your service plan. The morning of April 6th my stepmother informed me that our phones were suspended so I called 611 and sure enough they were suspended due to non-payment. I used their automated system to make the payment and realized they were requiring $90, the price of an entire month of service. At this point I decided to establish service with another wireless provider, and add my stepmother to my account, but she was adamant on keeping her phone number, I informed her that since the Cricket phones were suspended I couldn't port her phone number to AT&T. She explained that she must keep her number no matter what, because my grandmother has dementia and would never be able to remember a new phone number. I begrudgingly paid the $90 to turn the phones back on, and within 4 hours I had the number ported over to AT&T. The next day I contacted Cricket customer care and explained the entire situation to them and was told simply that under no circumstance does Cricket Wireless refund money that was used for a service plan. Given the current economic strain we're all facing with the COVID-19 Pandemic I would assume all companies that provide services to their customers (Wireless,Cable TV, Utilities) would be flexible and use their own judgement on what do in order to satisfy customers and ensure they aren't the reason a customer suffers an even greater hardship I even explained to a supervisor that I would accept a pro-rated refund, the answer was still no.
Product_Or_Service: LG /K30/Unlimited
Account_Number: XXX-XXX-XXXX
Other (Requires Explaination) I'm 100% okay with a pro-rated refund of some kind. If the monthly plan is $90 and there are 30 days in a month that would break down to $3/day. I'll let Cricket Wireless keep $9-$15 of the $90 I paid. I think that's completely acceptable and a good compromise.
This correspondence is in response to a complaint filed by ***. In this complaint, Mr. states that his stepmother initiated a Bridge Payment. He later details her account was suspended for non-payment, and he subsequently decided to port his stepmother's number to another carrier. Mr. states he feels that his stepmother's service was suspended early. Finally, Mr. requests a refund for his last service payment to Cricket.
Cricket's BridgePay program offers customers the option to split their monthly payment in two. After the initial payment is made the remainder of the bill is due within 7 days with the first day being the date that BridgePay is activated. If the second payment is missed the customers' bill cycle restarts and a full monthly payment is due. Applicable fees may also apply. Cricket sends reminders via text message on the date BridgePay is activated and the day before the second payment is due.
After researching Ms. Stoke's account, we found that she initiated BridgePay on March 30, 2020 making her second payment due by 11:59 pm CST on April 5, 2020. Ms. Stoke's failed to make her second payment by this time, therefore, the account was suspended, and the bill cycle reset. Once a full payment was made the account was reactivated and she will receive a full month of service from that date. The initial BridgePay payment is applied to the 7 days of BridgePay service along with the BridgePay activation fee.
Upon further review, it was found that Mr. did initiate a chargeback with his financial institution for the service payment to Cricket on April 18, 2020.
We thank Mr. for his communication and trust that this explanation properly addresses his concern.
Regards,
Cricket Wireless, Customer Support
1025 Lenox Park Blvd
Atlanta, GA XXXXX
/CB
I called on March 29th to find out if Cricket is helping in any way due to the pandemic. I was told by the Cricket Rep that cricket was offering 10gb of Mobile hot spot for 2 months effective April 24th and that Cricket is also offering a free month of service effective my next due date. At that point I asked about my mother's acct as well which is XXX-XXX-XXXX. The rep also told me that I'd have to call back on my due date to get the free month of service. I dialed 611 from my handset so it's definitely Cricket that I spoke with. It didn't make sense that I'd have to call back so on April 11th, I contacted cricket because my mom's bill is due before mine.
I spoke with the a rep that told me this info wasn't true and the rep I spoke with on March 29th did not leave notes on either my acct or my mom's. At that point I asked that the call gets pulled because I had already used the money to help assist with other things and now I did not have the money for my phone bill. I was told by the rep that the call could not be pulled. At that point, I advised that I would file a Revdex.com complaint so that this could get to the corporate office and the call could be pulled.
I now have to borrow money to pay my bill which will now put me in a bind as I have to take care of three households because my daughters are out of work due to the pandemic and they both have children under ages 5 that needs to get fed and needs utilities paid. Not including my mom who has cancer and on disability. So I felt a bit of relief when I was told I didn't have to worry about my acct for a month nor did my mom. I understand mistakes happen but at a time like this, there's no trim for mistakes like this one. This is 2020, a supervisor should've been able to pull the call and honor what I was told. This has caused a huge issue and the lines can't go suspended. I had to pull from someone else's household at a time like this to borrow money for my bill when I could've done things differently is given the correct info.
Account_Number: XXX-XXX-XXXX
Other (Requires Explaination) I would like my acct To be credited $90 and my mother's acct to be credited the $30 as promised. Further training needs provided to Cricket reps regarding what they're offering for the pandemic to assist customers. I would like for cricket to do more for its customers besides offering 10gb of hot spot. Companies are helping their customers. Even straight talk is offering a free month service and they're horrible. I would expect more out of Cricket especially operating with AT&T.
This correspondence is in response to a complaint filed by ***. In this complaint, Ms. states she was offered a month of free service for her mother's account and hers.
We contacted Ms. on April 16,2020 and asked for additional information to investigate her call with customer service. After reviewing the call that was made on March 30,2020, the customer was offered a courtesy credit for her mother's account and hers. We offered to issue a onetime credit as a resolution to the accounts. Ms. is happy with the resolution and has no further questions.
We thank Ms. for her communication and trust that this explanation properly addresses her complaint.
Regards,
Cricket Wireless, Customer Support
1025 Lenox Park Blvd, NE
Atlanta, GA 30319
/GR
(The consumer indicated he/she ACCEPTED the response from the business.)
I was contacted in a timely fashion. I appreciate the business for responding so quickly and honoring what I was told.
Thank to Revdex.com for their assistance in the matter!!
Have been in contact with the company and they are refusing to send me a replacement phone because they told me that their is no insurance on the phone that I have got
Product_Or_Service: LG /Icon/
Account_Number: XXX-XXX-XXXX
Other (Requires Explaination) Billing adjustment because they have charged my husband for 2 cell phone lines that he doesn't have
This correspondence is in response to a complaint filed by ***. In this complaint, Ms. states she cancelled service but was still charged for her line.
We contacted Ms. via phone on April 10, 2020 and called to clarify that she wanted to cancel her line. After researching her line on the account, we saw that it was suspended and not cancelled. We clarified with Ms. and made sure she wanted her line cancelled. Ms. agreed, and we discontinued the service on the line.
We issued a one-time courtesy credit for service and Ms. was happy with the resolution and has no further questions.
We thank Ms. for her communication and trust that this explanation properly addresses her complaint.
Regards,
Cricket Wireless, Customer Support
1025 Lenox Park Blvd, NE
Atlanta, GA XXXXX
/GR
I purchased a phone cover 43 dollars and it got a small speck of ink on it two days later all my fault. I tried to clean off with a magick eraser which was it said on internet.. Fine stick me with a phone cover I cannot use. The guy lost my stylist when I was there .. said I could purchase one on the internet.. why should I purchase? I didnt lose it. Then I was on phone with them 3 hours and now my speakers won't work properly called Cricket again they told me I have to send it in .. it is covid 19 I need my phone I have two sons out of state. I have been treated disrespectfully. Once they sell you the product they are done.. You just keep right on paying your bill the *** with you as a person. I am paying insurance why I have no idea when I am covered with assurion? so I have double insurance can't get anything completed.
Product_Or_Service: LG /stylo 5/cricket wireless
Account_Number: XXX-XXX-XXXX
Other (Requires Explaination) I want a new phone shipped to me complete then I will send this one back. It is how all other companies do business. My address is *** *** XXXXX.
This correspondence is in response to a complaint filed by ***. In this complaint, Ms. states that she went to an Authorized Retailer to get assistance with her new device. She further details that the advocate lost her stylus. Ms. requests a phone replacement.
We contacted Ms. on April 16, 2020. We kindly let her know that we made an exception and provider her with a $34 service credit, as we do apologize that her phone stylus was misplaced.
We also let Ms. know that her feedback for her store experience will be used as a learning opportunity for future customer interactions.
We thank Ms. for her communication and trust that this explanation properly addresses her concern.
Regards,
Cricket Wireless, Customer Support
1025 Lenox Park Blvd
Atlanta, GA XXXXX
/CB
During the pandemic, I made a bridge pay. At the end of the bridge pay, Cricket offered an extension of bridge pay for another 7 days for $15.00, which I did on April 6, 2020. On April 8, my service was disconnected for nonpayment. I contacted Cricket and was told that I had done what was required to extend the bridge pay, but the agent didn't process it and that I would now need to pay the full amount to restore service. They said they couldn't credit my account now for payment, but they could credit me the next month. I explained to them that if I had the full amount I would have paid it the first time. In the past 2 days, I have spent over 2 hours on the phone and all they can keep telling me is that they can't rectify the issue unless I make a full payment. This is ridiculous since they acknowledged that they didn't do what they needed to do on their end with my initial phone call to them and I did exactly what I was supposed to do in order to keep my service from being disrupted. I feel that not only should I be credited immediately for my payment that I made on April 6, 2020, the bridge pay should be in effect and I should be credited for a month of service based on my inconvenience and time spent trying to fix the situation. Every other wireless service is offering waiving of fees during this difficult time, and they turn a persons phone off when the mistake was made on their end and acknowledged by the person on April 8.
Product_Or_Service: LG /Android/Cricket Wireless
Account_Number: XXX-XXX-XXXX
Other (Requires Explaination) I feel I should be credit a month at no charge because of them disrupting my service and for my time spent trying to rectify it and getting absolutely nowhere with them. I have been a loyal customer over 7-8 years and they have no sense of liability when they mess up.
This correspondence is in response to a complaint filed by Ms. ***. In this complaint, Ms. states that on April 6, 2020 she called our customer service team to set up a bridge-pay extension, Ms. goes on to say that the representative directed her to quick-pay and never assisted her with setting up the bridge-pay extension, this caused her services to be suspended. Ms. is demanding that we give her a month of free service for her inconvenience.
I contacted Ms. on April 30, 2020 and she explained in detail what occurred. She stated that she was very disappointed that she called to set up a bridge-pay extension and it was not done for her. Ms. stated she did her part by contacting Cricket Wireless to have the bridge-pay process completed.
After reviewing Ms. Lamberts account, I was able to confirm that Ms. has been a loyal customer since 2014. I informed Ms. as a one-time courtesy we have issued $55 in compensation towards Ms. Lamberts account.
We thank Ms. for her communication and trust this explanation properly addresses her concern.
Regards,
Cricket Wireless, Customer Support
1025 Lenox Park Blvd. NE
Atlanta, GA XXXXX
/EM
My phone won't hold a charge and I been out there a lot of times they won't do nothing
Product_Or_Service: Nokia //Unlimited
Account_Number: XXX-XXX-XXXX
Other (Requires Explaination) I have a Nokia I want a iPhone for same price
This correspondence is in response to a complaint filed by Mr. ***. In this complaint, Mr. states that his phone would not hold a charge and he has gone to the store several times and has not received the proper assistance with resolving his device issue. Mr. goes on to say that he has a Nokia and wants an iPhone.
After reviewing Mr. account, it shows that he has ported out his service to another company and is no longer a customer of Cricket Wireless. I called Mr. today April 29, 2020 @ 5:42 pm and left a message for him to contact us at X-XXX-XXX-XXXX. ( do you have 3 attempts on this customer - if so - please include those - we don't just use 1 contact.)
We thank Mr. for his communication and look forward to assisting him in the future.
Regards,
Cricket Wireless, Customer Support
1025 Lenox Park Blvd. NE
Atlanta, GA 30319
/EM
Around the middle 2015 I purchased service and a phone at my local Cricket wireless store. I used this service for approx a year or two and then transferred my number out to another carrier.
This week my current phone is having issues and I decided to pull my old Cricket Galaxy Grand Prime out to see if it could hold me over until I get a replacement for my current phone. Low and behold I see that this nearly 5 year old Galaxy Grand Prime is still locked to the Cricket network.
I have called numerous times, but always give up after 50-60 mins on hold, have chatted online, and have reached them via their twitter handle. None of the above have helped to get this nearly 5 year old phone unlocked. I'm only told that they can not find their own IMEI in their own system and thus can't see where the phone was activated at.
There is also no way to log into my old account as you need to use the phone number as the username, and since the phone number was transferred out it does not work as a username anymore. And to date I have not figured out how to log into my account or been told how to log into my account so I can show them that their locked phone was activated on their network years ago.
Product_Or_Service: Samsung /Galaxy Grand Prime/
Account_Number: XXX-XXX-XXXX
Other (Requires Explaination) Please help me get this phone unlocked.
This correspondence is in response to a complaint filed by Mr. ***. In his complaint, he states he would like his device unlocked and Cricket Wireless was unable to find the device IMEI. Mr. requested we unlock the device.
After researching the IMEI we were able to obtain the device unlock code.
We contacted Mr. via email on April 8, 2020 and provided him with the unlock code.
We thank Mr. for his communication and trust that this explanation properly addresses his concern.
Regards,
Cricket Wireless
Customer Corporate Relations
1025 Lenox Park Blvd NE
Atlanta, GA XXXXX
/BN
I order a second line for my granddaughter just needed a SIM card verified the IEMI number before completing the transaction. I received the SIM card it stated not supported I was on the phone with customer support I was told the account was still provision and to take in to the store. I asked if it did not work could they credit my account I was told yes. Well today I went in the store was told I had to buy another SIM card I asked was he sure it would work he assured us it would. He put it in the phone it did not work and told me to buy a phone I said no. I asked for a refund he told me to call 611. I was told today by customer support no refund will be issued it has only been two days I lost $50
Product_Or_Service: Apple //30 unlimited
Account_Number: XXX-XXX-XXXX
Other (Requires Explaination) Credit to my account or charge card. I was told by two individuals I would be able to get a refund.
This correspondence is in response to a complaint filed by Ms. ***. In this complaint Ms. states, she wants a refund for the service she was unable to utilize.
We spoke with Ms. on April 14, 2020 in reference to her complaint. We issued $40.00 refund back to her original form of payment for the online order purchase and $10.00 credit was applied to her account for the additional SIM Card purchased at the store.
We thank Ms. for her communication and trust that this explanation properly addresses her concern.
Regards,
Cricket Wireless, Customer Support
1025 Lenox Park Blvd, NE
Atlanta, GA XXXXX
/KM
I understand call volumes are high due to covid-19. I was enrolled in the bridgepay program to keep my service active. I called to extend my service with another payment and was not able to get through after calling multiple times due to the line automatically cutting out after over an hour of waiting each time. I was finally able to get through and was told to process a payment of $20 dollars to extend my bridge pay. The records show I was still within my time period to make this payment and I did exactly as I was informed. I called the customer service line to apply my already made payment to the bridgepay and their lines were completely shut off. The automated system instructed me to try again the next day despite it being past my time frame to extend the payment. So I called as soon as the offices opened and was denied my extension even though the records show I processed the payment within my given time frame. Her name was "gia" and was extremely rude and non understanding to my situation. This is terrible customer service and they withdrew on what they told me I could do to keep my service. I am out of town with no cell phone service and cricket completely betrayed a customer of nearly 5 years. My account wasn't credited either.
Product_Or_Service: Apple /Iphone X/Unlimited
Account_Number: XXX-XXX-XXXX
Other (Requires Explaination) I would like a month of service waived because they denied me the opportunity to keep my service active without charging me a penalty fee and the full amount of my bill even tough more than half of it was paid during the bridge pay period.
This correspondence is in response to a complaint filed by ***. In this complaint, Mr. expresses concerns over the amount he was charged after using Cricket's BridgePay payment extension option. He is requesting that the overpayment be applied to his bill.
Cricket's BridgePay program offers customers the option to split their monthly payment in two. After the initial payment is made the remainder of the bill is due within 7 days with the first day being the date that BridgePay is activated. If the second payment is missed the customers' bill cycle restarts and a full monthly payment is due. Applicable fees may also apply. Cricket sends reminders via text message on the date BridgePay is activated and the day before the second payment is due.
After researching Mr., we found that he initiated BridgePay on March 27, 2020 making his second payment due by 11:59 pm CST on April 03, 2020. Mr. made his second payment on April 03,2020 to extend the BridgePay.
We contacted Mr. on April 10,2020 to offer a resolution. We left a voicemail with our call back number. Mr. called on April 11,2020 and left a message approving the one-time courtesy credit as resolution. We provided this cone time courtesy credit to his account.
We thank Mr. for his communication and trust that this explanation properly addresses his concern.
Regards,
Cricket Wireless, Customer Support
1025 Lenox Park Blvd
Atlanta, GA XXXXX
/GR
I am sending this letter to explain to you about the bad experience I had with CRICKET WIRELESS when. I was trying to get my phone UNLOCK CODE. Consumer Cellular tried also.
It is appalling to witness the representative employee couldn't give my unlock code of such a respected company behave in such a manner. I call from the 29th Thursday through the 3/31 speaking with representatives, they made up different stories why they couldn't give me my unlock code. I was shocked and disappointed to have been treated that way. I have been a patron of this company for over five years, and what transpired should put this company in a negative light.
I trust this issue will be resolved immediately and check out all personal to check out for HIS/HER actions. I am open to discussing the matter further and hope that you will respond with a solution to prevent this incident from happening again. My carrier has set up my phone and CRICKET REFUSES TO GIVE ME MY UNLOCK CODE TO MY PHONE. I will not activate this account again. I won't pay on this account. They wouldn't give the code when it was active account, sound like they trying to get more money. IT's MY PHONE.
Regards,
***
Product_Or_Service: Motorola /XTXXXX-X/Unlimited
Account_Number: XXX-XXX-XXXX
Other (Requires Explaination) Please just give me my unlock code. Stop harassing me and give me my unlock code. By mail or text.
This correspondence is in response to a complaint filed by Mr. ***. In this complaint, Mr. states that Cricket Wireless refuses to provide him the unlock code to his device.
We attempted to contacted Mr. via email on April 7, April 8 and April 9, 2020 to verify device IMEI, however those attempts proved unsuccessful.
Should Mr. wish to discuss his complaint further, he may contact Brenda, Cricket Wireless Corporate Escalations Manager, at XXX-XXX-XXXX.
We thank Mr. for allowing us an opportunity to assist him in this matter.
Regards,
Cricket Wireless
Customer Corporate Relations
1025 Lenox Park Blvd NE
Atlanta, GA 30319
/BN
I've been with Cricket for three years, paying into a protection program for the duration. They tried to charge me more than the phone was worth.
I have been with Cricket for three years and paying into a protection plan for my phone monthly on my iPhone 6S. I have never had a problem with their service in the past. When my phone started to have electrical malfunctions, I called their help line to see what the process would be for a replacement phone. They said they could replace it but it would be a $120 "insurance fee". At the time of writing this, you can purchase a new iPhone on their website 149.99. You can purchase the phone for even cheaper on sites like Newegg or even at Walmart. These scam artists have been taking my money every month for a protection plan that amounts to a $30.00 discount on a replacement phone. The associates on the phone were not able to explain why this was, just that it was "policy". I was directed to call a company called Asurion who evidently handles their protection plans. The associate I spoke with quoted me the same amount with no explanation. I was sent a claim number, XXXXXXXXXXXX. But by this point I am too disgusted to continue fighting this absurd "fee". I have been paying them monthly for THREE YEARS and they want to charge me for essentially the cost of a BRAND NEW PHONE. I have never felt so burned and scammed by a company. I am in the process of switching to Verizon. I will never do business with Cricket Wireless again which is a shame, since I used to recommend them for how affordable they were and how few issues I had.
I would like a refund for the monthly protection plan I have been paying into, since apparently that money can't seem to be put towards a new phone, just into their pockets.
April 30, 2020
Revdex.com
Online Complaint
Complaint No: XXXXXXXX
Re: ***
Dear Sir/Madam,
This correspondence is in response to a complaint filed by Ms. ***. In this complaint, Ms. states that she had Cricket Protect for the three years she had been with Cricket Wireless. Ms. states that she had electrical issues with her phone and needed a new device. Ms. goes on to say that she was very upset that she was told she would have to pay a $120.00 deductible for a new device and because of this she will be switching to a new carrier. Ms. is requesting a refund of the Cricket Protect charges.
We tried to contact Ms. on April 29 and April 30 unsuccessfully, We thank Ms. for the three years she was with Cricket Wireless. As per Cricket Wireless policy https://www.cricketwireless.com/support/protect-my-phone/cricket-protect-plus.html Deductibles and service fees are non-refundable. Therefore Ms. request for a refund is being denied.
We thank Ms. for her communication and trust that this explanation properly addresses her concern.
Regards,
Cricket Wireless, Customer Support
1025 Lenox Park Blvd. NE
Atlanta, GA XXXXX
/EM
611 phone number refused to take my payment over the phone and told me my only option to pay my bill is to go into a store during a pandemic.
I called the customer service 611 number to make a full payment over the phone. I was told that because I had a charge back on my account in December (my credit card was stolen) I could NOT pay over the phone. My only option to make a payment was to pay in a store in person during a pandemic and stay at home orders in my state. I have been a cricket customer for almost 7 years and I'm disappointed that they were unwilling to make an exception and instead told me to go out into their store, putting their employees at risk as well as myself. Keeping phone service on is essential in these times and instead my phone was cut off with no way to turn it back on without putting myself at risk. If this is how they are treating customers during a time of crisis it's unacceptable across the board.
I want to be able to call the 611 number and make a payment on my account and not need to go into the store and risk getting sick with Covid 19 for no reason.
This correspondence is in response to a complaint filed by ***. In this complaint, Ms. states that she attempted to pay at a Cricket Authorized Retailer, but it was closed due to the pandemic. She further details that she can only make payments in-store due to being restricted to cash-only payments because of two chargebacks she initiated in a period of six months.
We contacted Ms. on April 10, 2020. We kindly let her know that we made an exception to lift her restriction for cash only payments for Cricket service. We kindly let her know that this will be the last time we can make an exception outside of normal policy. Ms. understood.
We thank Ms. for her communication and trust that this explanation properly addresses her concern.
Regards,
Cricket Wireless, Customer Support
1025 Lenox Park Blvd
Atlanta, GA 30319
/CB
(The consumer indicated he/she ACCEPTED the response from the business.)
They resolved my complaint and are allowing me to make payments on the phone during the pandemic.
Cricket store at 8800 dixie hwy. XXXXX locked up their store because of the pandemic (as it should be). I couldn't get in to pay my bill due to no fault of my own but they cut off my service when I need it most
Account_Number: XXX-XXX-XXXX
Other (Requires Explaination) restore my service and charge me for it later
This correspondence is in response to a complaint filed by ***. In this complaint, Mr. states that his service has been suspended for non-payment. He also states that he attempted to pay at a Cricket Authorized Retailer, but it was closed due to the pandemic.
We contacted Mr. April 5, 2020. Our priority is the health and safety of our customers and employees during this pandemic. Our teams are working hard to assist all customers while adhering to social distancing and other guidance and regulations. We encourage customers to utilize our automated phone system, www.cricketwireless.com/MyAccount or the MyCricket App to make payments and manage their account.
During our conversation, Mr. inquired about what Cricket is doing to assist our customers impacted by the current pandemic. Cricket understands how important it is to have wireless service during a time like this, and we are constantly evaluating how best to serve our customers. As a result, we're waiving reactivation fees for customers affected financially by the COVID-19 (corona virus) pandemic. We are offering a new limited time rate plan for $15 per month. This rate plan includes unlimited talk, text and data with 2GB of high-speed data access. We also announced that we are adding extra high-speed data to our existing plans for a limited time. Additionally, Cricket offers Bridge-Pay, a convenient service that lets you split your current bill into two payments, giving you an additional 7 days to pay.
Mr. can find the latest on how Cricket is responding to the COVID-19 pandemic by visiting https://www.cricketwireless.com/newsroom/blog/cricket-health-and-safety-update.html
We thank Mr. for his communication and trust that this explanation properly addresses his concern.
Regards,
Cricket Wireless, Customer Support
1025 Lenox Park Blvd
Atlanta, GA 30319
/CB
Since Janurary 2020, the data on both phones on my plan does not reset to zero on the 1st of each month with the phone bills being paid days in advance long before the bill is due. I have tried calling customer service about this (as well as the local store where I purchased the phone and service) and neither place or person was able to help me and resolve this issue. Companies need to ONLY hire ENGLISH SPEAKING AND UNDERSTANDING CUSTOMER SERVICE AGENTS!!!
Product_Or_Service: LG //2GB plan
Account_Number: XXX-XXX-XXXX
Other (Requires Explaination) I want the data on both of the phones on jy account to be given four months of unlimited data to make up for the inconvienience this issue has caused everyone on my end. Then i want the data to reset like its suppose to during and after the four months of unlimted data. My fiancee and i will be s witching providers as soon as we can afford to!
This correspondence is in response to a complaint filed by Ms. ***. In this complaint, Ms. states since January 2020, the data for both phones on her account do not reset to zero on the 1st of every month with the phone bills being paid in advance. Ms. states she wants to have this issue resolved asap.
After reaching out several times unsuccessfully on April 27 and 28th 2020, each time leaving a voice message. Ms. called us back and I advised her that a network reset has been completed on her account by our network support team. I then advised her to power cycle her devices, which she did.
Ms. also requested 4 free months of data due to the network issues she has experienced and the fact that she has been hung up on several times. I advised Ms. as a onetime courtesy we have issued a refund of $38 to her account.
We thank Ms. for her communication and trust that this explanation properly addresses her concern.
Regards,
Cricket Wireless, Customer Support
1025 Lenox Park Blvd. NE
Atlanta, GA XXXXX
/EM
(The consumer indicated he/she ACCEPTED the response from the business.)
I am accepting the fact that the problem was fixed contingent to the fact that come the 11st of *** (and every month after to the end of our time with Cricket) that our data resets. If it does not reset I will be contacting the Revdex.com.
Well, here we go again. They didnt fix anything like they said they did. The data on both phones didnt reset for ***. They just gave us a free month and didnt fix the problem. This is why come June we will not be Cricket customers!
13, 2020
Revdex.com
Online Complaint
Complaint No: XXXXXXXX
Re: Sherry ***
Dear Sir/Madam,
This correspondence is a rebuttal complaint filed by Ms. Sherry ***. In this complaint, Ms. states she is again having issues with the data reset on her devices. Ms. states since January of 2020 the data for both phones on her account do not reset to zero on the 1st of every month with the phone bills being paid in advance. Ms. states she wants to have this issue resolved asap.
I was able to contact Ms. on *** 11, 2020 and advised her that we will open another case with our network support team. I then contacted Ms. on *** 12, 2020 and she stated that the device is showing the same thing, high data usage. We had Ms. reset her device then educated her on why it didn't show rest. She now can see the reset.
We thank Ms. for her communication and trust that this explanation properly addresses her concern.
Regards,
Cricket Wireless, Customer Support
1025 Lenox Park Blvd. NE
Atlanta, GA XXXXX
/EM
Im writing this complaint on behalf of my elderly parents. They went into the cricket store in Auburn, Maine on March 30, 2020. They went in to upgrade their phone. The following day (3/31/2020 they decided that they did not like the phone and wanted to exchange. They called the store and spoke with John and he advised them that they are stuck with the phone and it would be a waste of their time to drive up to the store. I then went online and advised my parents that according to the cricket wireless website that the consumer has 7 days from date of purchase and I called and left a vm. The manager called my parents and left a vm stating that yes they are legally supposed to offer a return or exchange. They went to the store that same day and the manager made comments such as " I normally have to explain this to those who don't speak English. Please be advised my mother is of Asian descent. My mother did say dont talk down to us. I ended up calling again and leaving a message stating they need to call or I will file a complaint. The manger called back within the hour and said he was only referring to others who can't speak English and he was only frustrated that others (meaning me) had to get involved. I then said that my elderly parents that I take care of can be taken advantage of. I did not appreciate his attitude on the phone and towards my parents and blaming covid virus. I did state that yes these are challenging times but home is home and business is business.
Account_Number: XXX-XXX-XXXX
Other (Requires Explaination) Not sure there is a resolution. The manager was either lazy or unknowing to the cricket wireless policy and was then very rude to my Asian Mother and retired military father. The excuses that was given to me was very weak at best even worse to come from a store manager.
This correspondence is in response to a complaint filed by Mr. ***. In this complaint Mr. states, a Cricket Authorized Retailer was unwilling to help his parents with phone exchange.
We spoke with Mr. on April 10, 2020 in reference to his complaint. We explained to him that we have contacted the Authorized Retailer and the management team understands his concern and will be using this as a learning opportunity to provide more effective communication to the customer regarding her billing issues.
We thank Mr. for his communication and trust that this explanation properly addresses his concern.
Regards,
Cricket Wireless, Customer Support
1025 Lenox Park Blvd, NE
Atlanta, GA XXXXX
/KM
(The consumer indicated he/she ACCEPTED the response from the business.)
While I do accept the response from the cooperate office and they were very kind and understanding, the same could not be said for the store in Auburn Maine. Very disappointed and at first angry how my parents were treated but now more saddened at how the elderly can be taken advantage of.
Bought an iphone 11pro max from their store and paid over 1200 hundred dollars cash for it, I was never told the device was locked to their network.
On March 31, 2020, due to signal issues I looked into networks that would work better around the area I was staying in and after five years of being a loyal customer of cricket wireless, I decided to switch, all based on network signal issues. I went through the process with Verizon and everything went well but my I phone 11 wouldn't work. We called cricket wireless customer service who informed me that my device was locked and it didn't meet the criteria to be unlocked. I was never told when I bought the device that it was network locked, I bought it cash and at an inflated price, but since I was at the store I bought it anyway, the same phone was available at the apple store only a few minutes away but being a customer for so long I purchased it from my local store. I have already paid for the Verizon service which is twice the monthly cost, but I did it out of necessity because my kids are home now and they use my phone for their school work as we don't have enough computers. I begged customer to please unlock my phone, I have no money to pay for another phone, and that phone is paid for, the only answer I got was, "sorry Sir you gonna have to wait two months for your phone to qualify". I went to the cricket store and clerk tried to help me, he even got a manager on the phone and the answer was no. I have no phone right now, I have a family with three kids, two old and sick parents and no way to contact anyone as I did everything through my phone. I even told that manager that by law it is illegal to block someone's phone, as a law was passed by the senate and the house in 2014 making it illegal to do so, he told me then that if I unblock the phone I was doing something illegal. I told him the name of the act which is "Unlocking Consumer Choice and Wireless Competition Act" and he told to do whatever I want to do legally. That was not my point, I was just trying to inform him about it and again begged for more than an hour with no results. I am a 100% disabled veteran that ca barely walk today, it is 3 am and I am unable to sleep thinking on how to solve this, I have spent over 48 hours as of now and no one in cricket is willing to help me. The manager who I spoke to basically told me to cancel my Verizon service and go back to cricket or wait two months to use my phone. I am begging cricket to help me, I cannot afford another phone. I am currently home bound with no way to communicate with anyone.
Please unlock my phone or let the store give me a refund for it if unlocking it is not possible.
This correspondence is in response to a complaint filed by ***. In the complaint, Mr. states that he would like his device unlocked so that he may use with another carrier.
Cricket's unlock policy can be found at https://www.cricketwireless.com/legal-info/device-unlock-policy.html. The policy states that Cricket will provide an unlock code once the following requirements have been met:
The device you want to unlock has been active for at least six months of paid service on that device.
The device is designed for use on and is locked to Cricket's network.
The device has not been reported lost or stolen.
The device is not associated with a fraudulent account.
Non-withstanding our policy, we unlocked Mr. device and let him know that this was completed on April 6, 2020.
We thank Mr. for his communication and trust that this explanation properly addresses his complaint.
Regards,
Cricket Wireless, Customer Support
1025 Lenox Park Blvd
Atlanta, GA XXXXX
/CB
they took money and a day before the billing date and I called then and told I don't need there services anymore and requested a refund they refused
I contacted cricket about my phone on April 1 about them taking money out of my acct the phone wasn't due till April 2nd at midnight when I called a told then to turn my phone off and requst a refund they refused to give me a refund they said that I need to contact my bank and dispute the charges when I called my bank they told me it was Cricket responsible to refund my money I have called them a few times and they still refused to refund me I even told them I'll be contacting the Revdex.com they acted like they didn't care so I'm asking for you to please get in touch with them to resove this issue they owe me 80.00 that they took off my debit card with out my knowledge
I want a refund
This correspondence is in response to a complaint filed by ***. In this complaint, Mr. states he cancelled service but was still charged for service.
We contacted Mr. via phone and email on April 6,2020 and asked for more information to investigate the payment. After researching the account, we see that Mr. was charged for service after he cancelled.
We issued a refund for service and Mr. was happy with the resolution and has no further questions.
We thank Mr. for his communication and trust that this explanation properly addresses his complaint.
Regards,
Cricket Wireless, Customer Support
1025 Lenox Park Blvd, NE
Atlanta, GA XXXXX
/GR
(The consumer indicated he/she ACCEPTED the response from the business.)
They did refund me my money.
Cricket wireless have given away my number X-XXX-XXX-XXXX.. I had that number over 20 years and all my emails and verification are attached to this number.. I am really frustrated as I can't access bank accounts etc.. I can be reached at X-XXX-XXX-XXXX
Account_Number: XXX-XXX-XXXX
Other (Requires Explaination) I just would like my number XXX-XXX-XXXX back.... I can be reached at XXX-XXX-XXXX. Thank you
April 23, 2020
Revdex.com
Online Complaint
Complaint No: XXXXXXXX
Re: ***
CC: Mr. ***
This correspondence is in response to a complaint filed by Mr. ***. In his complaint, Mr. states that he needs his Cricket Wireless phone number back.
We reviewed Mr. account and found that he'd already spoken to one of our Corporate Managers who had already retrieved the number.
We contacted him to verify that his issue had already been resolved and he agreed that it had been.
We thank Mr. for allowing us the opportunity to assist him with his complaint, and trust that this explanation properly addresses his concern.
Regards,
Cricket Wireless
Customer Corporate Relations
1025 Lenox Park Blvd NE
Atlanta, GA XXXXX
/CE