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 called to add a service to Mexico I was advised that my plan will not change, now that I'm back to US they are charging me more.
I called Nov 12 to check why my roaming was not working, I was advised that I need to raise my plan but when I came back to US I will have my same plan of $100 for 5 lines, I called today spoke to *** (customer service) *** supervisor), *** (Mng) just told me sorry that they can't do anything they were sorry, but sorry i't fix the misinformation that they are giving us and now they want me to pay the increase, when I told this Gail to make sure do not affect my account. Please do something with this companies. They want to give me $20dls one time credit for there mistake. I want my original plan.
To give me my old plan back, and have cricket to do a refresh training so all are in the same pace
November 27, 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 her complaint, she reports that she called customer service to add calling service while in Mexico. She was advised that her price plan would not change. After returning to United States she realized that her price plan was changed and her monthly plan increased. Ms. had the 5 lines for $100 Group Save plan, before traveling to Mexico. Upon returning, she called customer service and was advised that her Group Save plan was changed and it could not be change back. She is asking we switch her back to her old Group Save plan, and retrain our agents so they don't misinform the customers.
We researched Ms. account and confirm that her price plan was changed on November 12, 2017. Ms. was advised that her plan needed to be changed to the $50 plan, but upon returning she could change it back to the old plan. We immediately forwarded the agent's information to the call center's Vendor Manager, so we can provide coaching. We also switched her back to the old Group Save plan.
We spoke to Ms. and advised on the aforementioned. We were able to come to an amicable resolution that Ms. was happy with.
We apologize 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 Support
Cricket is scamming customers through the cricket wireless webpage (especially on ALL certified pre owned phones.)
I purchased phone from the cricket website. I couldn't buy the phone without the service. I purchased the phone with the service. My phone arrived the next day. The problem with the phone was that it did not read the sim card it came with in the box. I had the phone less than ten minutes before realizing I wasn't going to be able to activate it. I was given the run around, and I was put on hold numerous times. I was told to send the phone back in, and I was told that I would not be reimbursed the service because it was prepaid. My complaint is this:
The cricket website promotes mostly prepaid phones and expensive iphones. I beleieve that cricket sends out these inoperable pre owned phones knowing that they will collect money off of the service before inoperable phone gets to you. Cricket preys on the customers looking to save a few bucks by buying used phones. You end up paying for a phone that doesn't work upon arrival, and you are charged for a prepaid service you can't even activate. The solution cricket gives you is too send back your phone for a new broken one. It's a scam to collect extra money for a service you may or may not be able to use. prepaid or not, it's not worth the risk. It's better to be locked in a real contract than to be screwed by a cheap imitation for real customer service. The problem is with the cricket website and pre owned phones. Customers getting broken phones and paying for a service they do not even use. A refund should be included if the phone can't even be activated on the first day.
Take the phone back and refund money for services I did not use due to cricket error.
November 30, 2017
Revdex.com
Online Complaint
Complaint No: ***
Dear Sir/Madam,
This correspondence is in reference to a complaint filed by Ms.. In this complaint, Ms. states that Cricket Wireless engages in deceptive sales tactics and intentionally sales inoperable certified pre-owned devices. . Ms. also states that Cricket Wireless should have policies in place where customers' can return and receive refunds for defective devices.
In researching Ms. claim, we have verified that Ms. had experienced technical issues with the SIM card that was provided with the device. Ms. was educated about the Cricket Wireless's return and exchange policy on November 16, 2017, by a Customer Service representative. Per Cricket Wireless's policy, customers have 7 days to return or exchange their device for a refund. Cricket Wireless also provides 90 day warranty option for certified pre-owned devices.
In regards to Ms. Complaint about certified pre-owned devices, We can unequivocally state that Cricket thoroughly inspects, tests, and reconditions to like-new condition. Inspection/testing requirements include the following:
Completing an extensive checklist to ensure the devices meet our high quality standards
Ensuring that devices are upgraded to the most current software and hardware
Inspecting for cosmetic blemishes and replacing parts that fail to meet our like-new standards
Performing advanced battery, communication, hardware, and software tests
Running a three point data safety check to ensure the devices are free of any user data
These devices also come with a 90-day warranty.
On November 29, 2017, Ms. communicated with us via e-mail that she will be seeking legal action against Cricket Wireless. We have informed her that we are unable to discuss any litigation matter, but may able to assist with resolving her issue.
We apologize to Ms. for any inconvenience she felt she received. We thank Ms. for her communication and trust that this explanation properly addresses her concern.
Regards,
Cricket Wireless, Customer Support
I was lied too and I was sent defective merchandise
I was on the phone with a *** and he first told me he would send me a list of phones we could get for free to replace the defective phones we have, then he calls back and says I can give you two LG Harmony phones. I was like,,oook go ahead, it took me almost 2 months to get ahold of him to find out where the phones were, he sent the phones out. We cant even use them, they dont work, they dont turn on. We have to tap the screen repeatedly to get it to turn on. These phones are not good and I think he offered these because they were worse then the ones we already had. Im not happy at all and I tried to get ahold of him and NO return call
I want a Executive to call me. This is getting OLD and it seems like Cricket dont care about their customers only the money they Get from the customers.
November 27, 2017
Revdex.com
Online Complaint
Complaint No: ***
Re: ***
Dear Sir/Madam,
This correspondence is in reference to a complaint filed by Mrs.. In this complaint, Mrs. states that Cricket Wireless provided her with misguided information. She also states that she was provided defective devices by Cricket's warranty department.
Cricket Wireless previously provided her with two replacement Samsung devices, and she was also provided with credits for monthly services after her first e-mail complaint.
We spoke with Mrs. on September 7, 2017 regarding her first Better Bureau Complaint. We offered to provide her with another replacement for a similar or comparable new device, but she disagreed and disconnected the call. We attempted to reach her again but were unsuccessful. We were unable to assist her further at that time.
We spoke with Mrs. on October 9, 2017 regarding her rebuttal complaint. We offered Ms. new upgraded devices for free, but she disagreed, and again disconnected the call. We attempted to reach her again on October 9, and 10, 2017, but were unsuccessful. We were unable to further assist her at that time.
On November 13, 2017, we spoke with Ms., and she agreed to receive the new replacement devices. At this time, we sent 2 brand new LG devices. She confirmed receipt.
For complaint number ***, since we have previously provided two Samsung Galaxy devices, one month of service credit for two separate accounts, and recently provided her two new LG devices, we have informed Ms. that Cricket Wireless cannot make any additional exceptions going forward regarding this matter. Ms. was also informed that these new devices are covered under a one year manufacturer's warranty, and can be replaced through that process. We have also provided her with the Warranty department contact information.
Regards,
Cricket Wireless, Customer Support
(The consumer indicated he/she DID NOT accept the response from the business.)
I was again sent two new phones that did not work. Cricket seems to have this THING where they feel that its OK to send out defective OLD phones to people. They maybe FREE but they are not NEW. Just because they are in boxes does not mean they are NEW. Cricket does not know the meaning of NEW. As a matter of fact I had a hard time even TRYING to activate the "new" phone because it was under someone elses NAME when I called cricket to activate it. SO cricket might SAY they are giving FREE NEW PHONES..but...they are NOT NEW..they just SCAM customers!!!!
Cricket wireless decreased the discount policy of my family plan. The original discount is 100$off but Cricket wireless changed it to 70$off.
The original discount is 100$off but Cricket wireless changed it to 70$off. That is a scam. Circket told me that if I make changes to my account after Nov. 4, 2017, I will begin receiving the new Group Save discounts and account changes include changing plan, adding a line, canceling a line, moving a line to a different account, or restoring a canceled line. They told me that since I added the 5th line in my family plan after Nov. 4, my discount policy was updated. But the question is that I added my 5th line on November 1th but I just didn't activate the 5th line. I activated the 5th line after Nov. 4 but this also considered as a account change which updated my saving policy. However, Cricket Wireless didn't tell me that activating a new line is also considered as a account change. What's more important, Cricket Wireless didn't email me such a important new discount policy before Nov. 4. If Cricket Wireless emailed me such information, I would have activated my 5th line before Nov. 4 so that the discount policy of my family wouldn't change and I wouldn't have to pay extra 30$ each month.
XXXXXXXXXX is the mail holder's phone number of the family plan.
Cricket wireless should either change my discount policy back or provide 30$ credit to my family plan each month.
December 14, 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, Mr. states he added a 5th line to his account and wanted the original group save discount. Mr. activated the line after November 4th 2017 and requesting the group save discount.
After contacting Mr. he explained that the Cricket agent explained the discount in detail to him. Mr. was charged the full plan when he ordered. The agent explained that the group save discount for the 5th line was added. The discount will be applied on the next month's billing cycle. Mr. understood. We have considered this issue resolved.
We thank Mr. for his communication and trusts that this explanation properly addresses his concern.
Regards,
Cricket Wireless, Customer Support
575 Morosgo Dr., NE
Atlanta, GA 30324
/GH
Bought the Certified Pre-Owned LG Risio? (Grey) and when I turned the phone on, I noticed the screen was jumping and I couldn't press the keypad. I called customer service and they referred me to the warranty department and they told me I could ship it back for a refund but not the full one only what I paid for the phone. I asked how could I get this broken phone and nobody could answer the question. Now I have to wait 7 days to see if I can get a exchange. What phone will I use until then.
Product_Or_Service: Phone
Order_Number: ***
Account_Number:
Replacement I want a new phone or all my money back so I can go to another company. I shouldn't have to wait longer to see if they will exchange the phone. I dont even feel comfortable what with the customer service agents said to me about calling back in 7 days and I can exchange it. Why cant I exchange it now.
November 29, 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, Ms. stated that she purchased a defective device Ms. claims that she has only experience issues with her device such as turning on by itself, and not able to decline or answer calls sometimes. Ms. he hasn't received assistance from either the store or our phone representatives for this matter. Ms. Is requesting a full refund.
New Cricket devices generally carry a one-year manufacturer's warranty from the date of purchase. Customers can make a warranty claim by contacting the Returns Center at 1-800-CRICKET (***) for assistance. The support center will troubleshoot the device malfunction over the phone and provide instructions for the warranty return, if applicable. The Returns Center will inspect the warranty exchange return and determine whether it meets the requirements of the warranty exchange return policy. For valid warranty exchanges, the Returns Center will ship an identical or similar replacement model, which may be a new or reconditioned (like-new) device. There are 3 options regarding the exchange of devices. Customers may choose from the Advanced Exchange, Expedited Post Exchange, and the Standard Exchange.www.cricketwireless.com/terms.
We contacted Ms. on November 29, 2017, and explained the above policies and also educated Ms. on how to file a warranty claim. However, she declined and stated that she is with a different provider and that she spoke with the warranty department and was advised to send the device back and a refund with be issued for the price Ms. paid for the device. Ms. was not satisfied with the explanation that was given to her.
We apologize 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 complaint.
Regards,
Cricket Wireless
Customer Corporate Relations
(The consumer indicated he/she DID NOT accept the response from the business.)
I have sent the item back. I am still requesting all my money is refunded this includes the fee for the phone and fee for upgrade. I should have not received this broken item if they do the had followed their own policy with how they are sending these pre-owned items. No way you have a policy and items are sent out like this all the time. Now that I have been reading the comments about this phone.
December 6, 2017
Revdex.com
Online Complaint
Re:***
Complaint ID: ***
Dear Sir/Madam,
This correspondence is in reference to a rebuttal complaint we received by***. In the complaint, Ms. stated that she purchased a defective device Ms. claims that she has only experience issues with her device such as turning on by itself, and not able to decline or answer calls sometimes. Ms., he hasn't received assistance from either the store or our phone representatives for this matter. Ms. Is requesting a full refund.
New Cricket devices generally carry a one-year manufacturer's warranty from the date of purchase. Customers can make a warranty claim by contacting the Returns Center at 1-800-CRICKET (***) for assistance. The support center will troubleshoot the device malfunction over the phone and provide instructions for the warranty return, if applicable. The Returns Center will inspect the warranty exchange return and determine whether it meets the requirements of the warranty exchange return policy. For valid warranty exchanges, the Returns Center will ship an identical or similar replacement model, which may be a new or reconditioned (like-new) device. There are 3 options regarding the exchange of devices. Customers may choose from the Advanced Exchange, Expedited Post Exchange, and the Standard Exchange.www.cricketwireless.com/terms.
We also advised Ms. that credit is not due to her and that the activation charge is a valid charge. Ms. was not satisfied with the explanation that was given to her.
We apologize 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 complaint.
Regards,
Cricket Wireless
Customer Corporate Relations
worst service ever. people cant hear me. calls dropped constantly. Wont ring when people call. went to there store yesterday. Guy said its fixed. sister had to text me this am saying it just goes to voice mail
Product_Or_Service: LG //
Account_Number:
Other (requires explanation) i want my money back and i am going back to metro, soon as i get back home
November 29, 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. states that he has poor service in his area. At his home address service is non-existent.
Cricket Wireless manager*** spoke with Mr. on November 29, 2017 and apologized for the inconvenience he may have experienced.
Cricket understands that a customer's service is an important part of their lives. Mr. account was thoroughly researched and we have found that his home area is serviced on a 3G tower and in the Spokane Washington area he is serviced by 4G towers. *** offered to provide a complimentary SIM card and credit a partial month of service, since the account was still active and usage was shown. It may be that he is experiencing problems with his device. We will attempt to reset his network connection.
Cricket Wireless is not able to guarantee coverage inside of buildings. Indoor coverage can be adversely affected by the thickness/construction type of the walls or location of the building or location of the area may weaken signal strength which will adversely affect the customer's ability to access/consume data, make/receive calls, send/receive messages and use data thru mobile hotspot.
We recommend that since Mr. has an LG Fortune he take advantage of WI-FI calling. With WIFI calling, also known as HD Voice, he is able to connect to data to make calls. For more information, we ask that he look at our website: ***
If he is still dissatisfied with the connection/speed he may have to opt for a provider that will best suit his needs.
We thank Mr. for his communication.
Regards,
Cricket Wireless
Customer Corporate Relations
On Nov. 8, 2017, I contacted Cricket for unlocking the Lumia phone. The agent, *** said that to unlock the phone, I needed to upgrade to Unlimited Plan then downgrade back to the basic plan as I had before. She talked about the group saving plan is $130/month and I did not understand clearly and thought that she talked about the cost of upgrading to unlimited plan. During chatting, I kept saying that after I downgrading from unlimited plan, I wanted to stay the same plan as before. She did not answer my question and kept talking about group saving that I did not understand. Now, I realize that my new plan changed from $100/month for 5 lines to $130/month. I am really disappointed because Paula did not explain very clearly to me. The phone I wanted to unlock is less than $30. If I know my phone plan would change from $100/month to $130/month, I would NEVER agree to change the phone plan. Today, I chatted to***, a Cricket agent and her boss,***, about my situation. They said they would help me but they couldn't change my plan back to the old plan because of the system. I think it is unfair, I am writing to ask Cricket to help me switch back to my old plan, $100/month. About the unlock phone, I accepted my false, and agree to pay some amount of money for this. I really appreciate your help and Cricket for your consideration.
Product_Or_Service: Other /Lumia 640/Group Saving
Account_Number:
Other (requires explanation) I would like to switch back to my old phone plan, $100 because the agent did not explain clearly to me.
November 27, 2017
Revdex.com
Online Complaint
Complaint No: ***
Re: Mr.
Dear Sir/Madam,
This correspondence is in reference to a complaint filed by Mr. regarding Cricket Wireless. In this complaint, Mr. states he attempted to unlock a device but was denied. He states he continued to call and contacted one of our representative who informed him that he could change the rate plan on that line to the unlimited rate plan which would allow him to unlock the device. He then stated that once the plan was changed he was then not able to get the old rate plan that he was originally on back. He is asking to be put back on his old plan.
While reviewing Mr. account we discovered that he was informed prior to making the change that if he did change his rate plan he would indeed lose the old rate plan as he was on a grandfathered. We also found that he was advised of this information even prior to the date of the change as he had already called into our center and asked a question regarding the same issue.
We contacted Mr. and advised of our finding, he explained he was advised of that process but didn't understand what he was actually being told. He stated he would not have made the change if he knew he would lose his plan. I apologized for the inconvenience and informed him that we would not be able to change the rate plan back as we no longer offer that plan. He states he feels we can make an exception for him as he really didn't understand.
We apologize for any inconvenience or poor service Mr. felt he received. Cricket strives to provide excellent service and we regret when that high standard is not met.
We thanked Mr. for his correspondence and trust that this explanation properly addresses his concern.
Regards,
Cricket Wireless
Customer Corporate Relations
From: ***, *** (Consultant, Non-Employee) (mailto:***@modspace.com)
Sent: Tuesday, November 14, XXXX XX:XX AM
To: Complaints
Cc: ***, *** (Consultant, Non-Employee) ; ***@gmail.com
Subject: Complaint against Cricket Wireless for phone # XXX-XXX-XXXX
Good morning,
I want to file a formal complaint against Cricket Wireless. When ever I call their customer service, I am on hold for over 10 minutes. And when I finally get through, I get some foreigner who either doesn't understand English, ( because I have asked for one thing and the person processes something entirely opposite of what I requested, they lie about upgrades, always wanting to charge you for updated phones, I have been with this sorry company for 3 years and never got the free upgrade that they text about, the last time I went into one of their unprofessional stores for a free upgrade , naturally the free upgrade phones are always out of stock and ya end up paying for a up to date phone.) I am unable to get onto the internet today and my email service is out on my LG Stylo3 phone I purchased from cricket. And I have been trying to get through for 2 hours now, I am at work and cant wait this long on hold. Their address and contact info is:
Cricket Wireless Corporate Address
Address:
Cricket Wireless LLC
***
*** XXXXX
Call Cricket Customer Support
1-800-CRICKET (XXX-XXXX) or 611 from your phone.
Mon-Sat: 7 am to Midnight ET
Sun: 10 am to 10 pm ET
***
***
***. XXXXX
XXX-XXX-XXXX cricket wireless phone number
***
Temp Collector
Office: XXX-XXX-XXXX Ext XXXXX
*** XXXXX
November 27, 2017
Revdex.com
Online Complaint
Complaint ID: ***
Re: ***
Dear Sir/Madam
This correspondence is in reference to a complaint filed by ***. In the complaint, Mr. is dissatisfied with the representatives' English language proficiency when calling Cricket Wireless. He states that he is on hold for too long, and when he reaches a representative, the representative is unable to address his needs.
Cricket Wireless managers spoke with Mr. regarding his complaint. Mr. clarified he was not currently in need of a replacement device, but he wrote to the Revdex.com and FCC out of concern for the service he had received.
We understand that Mr. would like to speak with a Customer Care Representative whom he could communicate with effectively. Cricket Wireless encourages global diversity within our workforce and even though our agents may have accents different from ours we can attest to their professionalism and ability to help our customers with their needs. Cricket Wireless has other tools that can be used to assist with contacting a customer service representative. We encourage Mr. to try our chat services via his device or at www.cricketwireless.com. We value his feedback and can assure you his concerns will be forwarded to the appropriate department for further development.
We apologize to Mr. for any inconvenience or poor service he felt he received. Damaris provided Mr. an e-mail address to contact us if he has an escalation need in the future. 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 went to the cricket store at *** on 11/11/17 about 4 pm. I tell the clerk(***) I need a simple new phone. she shows me a phone for $39.99 with a case and I tell her I don't need a case that I did not spend a lot of money for cases I get them from Walmart for $2-$3. she states the case is included. I ask her twice as we are walking to the counter is the case included and she said yes. she quotes me a price of $82.92 for the phone and upgrade fee then tells me I can get a $25.00 credit for my old phone. She quotes a new price of $82.92 as she is about to put a screen saver on the new phone. I ask her how is the price still $82.92 with the $25.00 credit she then tells me the screen savers are $16.99, I tell her to take them off of my bill thinking she has made a mistake. she rings me up for $65.93 I pay with a debit card and leave. when I get home looking over the receipt I discover she has charged me $19.99 for the cell phone case. I immediately returned to the store and another clerk that was there during my transaction informs me accessories are non-refundable. I am furious because both of them were well aware I did not want to spend extra money for anything else. fortunately I caught the $16.99 screen savers*** was trying to add to my bill but missed the $19.99 case add on. I then stated to give me my old phone back and refund my money.*** states she told me it was a bundle and started to say she could do that minus the $19.99 for the cell case when the other clerk spoke up and said no, even though there was a sign on the counter stating you had 7 days to return a phone with all packaging. I had just left the store, everything was in the bag as*** had put it but they refused to return my old cell or give me a refund. Not only that, when using the phone speaker voices are garbled and I really need to be able to use the speaker for meetings.
Product_Or_Service: LG /xpower/5gb
Account_Number:
Other (requires explanation) i would like a refund for the case and a new phone with a speaker where i can hear the people that are talking.
November 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 service. In her complaint, she reports that on November 11, 2017 she went into a Cricket Store to purchase a new device. The store Sales Advocate sold her an LG X Power for 39.99 with a cell phone case. Ms. told the advocate that she did not care for the cell phone case. The sales person told her that the case was included with the purchase at no extra charge. Later when she got home, Ms. notice that there was a $19.99 charge for the phone case. She return to the store and asked for a refund, but was advised that all accessory sales are final. She is asking for a refund for the accessory charge, and she would like to exchange her device as the speaker on phone does not work properly.
Cricket immediately contacted the local Territory Sales Manager and asked that he investigate the transaction, and contact Ms. with a resolution. The Authorize Retailer's Principal contacted Ms. and assisted her with the refund. Ms. will be stopping by the store today to get a different device.
We contacted Ms. and advised on the aforementioned. She confirmed that she received a refund for the accessory purchase, she, also mentioned she attempted to contact the store's Principal this morning with no success. She left him a voicemail with her call back information. We contacted the local Territory Sales Manager to make sure Ms. receives communication from the Authorize Retail Principle for a prompted resolution. If Ms. still needs assistance please have her contact *** I at ***.
We apologize 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 Support
I have been receiving poor telephone service. Since I have been a Cricket Wireless customer! I have also made countless complaints. To Cricket Wireless service customer representatives. And they all refuse to comply to correct the issues. Concerning the internet network service. I can not receive internet network service. During certain hours, during the day (9 a.m. to 2 or 3 p.m. time. And Cricket Wireless still refuse to correct the problem!
Product_Or_Service: Other /Unknown/Unlimited Plan
Account_Number:
Other (requires explanation) I am planning to sue Cricket Wireless service. And also contact the California state attorney general office. To make a complaint. And to also contact the California state Customer Affairs office.
November 27, 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 cannot utilize his service with Cricket for data.
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 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
(The consumer indicated he/she DID NOT accept the response from the business.)
Cricket Wireless never ever contact me! I receive a call from Cricket Wireless customer service. They (Cricket Wireless) told a right out lie! And they never intent on resolve the issue. They are trying to evade the problems!
The balance showed online for the bill is wrong starting from 7/27--8/26 cycle. I have contacted the service provider via chat and talked with 3 agents. Since Cricket cannot be contacted via email or mailing address, I hope you can help me.I understand that the service is prepaid, and I have no issue with that. The issue is Cricket got my balance wrong. It has the correct balance of -40$ on 7/25 at the end of the first billing cycle. But the next cycle started with a balance of 0 instead of -40$, thus 40$ credit was lost. As a result, I have a 0$ balance on 10/25/2017, but the balance should be -40$ (40$ credit). Here is the records of each cycle. And note on 7/25 the balance is -40$, and on 7/27 it didn't start with a balance of -40$.***6/27----7/26***06/27/2017Payment+ $40.00Balance: -$40.0006/27/2017Anytime Minutes National Only(425) ***.00Balance: $0.00 07/22/2017Auto billpay credit+ $5.00Balance: -$5.0007/25/2017Payment+ $35.00Balance: -$40.00***7/27---8/26***07/27/2017Anytime Minutes National Only***.00Balance: $40.00 (Note: here balance of -40$ from last cycle was not applied. The correct balance here should be 0.00$ instead of 40.00$, thus all balance is wrong starting from here)08/11/2017Promo CODE - SPRUMMER2017+ $50.00Balance: -$10.00 08/22/2017Auto billpay credit+ $5.00Balance: -$15.00***8/27----9/26***08/27/2017Anytime Minutes National Only(425) 623-0295$40.00Balance: $25.00 (note: balance -15$ from last cycle was applied---the last cycle should do the same thing)08/30/2017Promotion - Referral Credit+ $25.00Balance: $0.00 09/22/2017Auto billpay credit+ $5.00Balance: -$5.00***9/27---10/26***09/27/2017Anytime Minutes National Only(425)***Balance: $35.0010/22/2017Auto billpay credit+ $5.00Balance: $30.00 10/25/2017Payment+ $30.00Balance: $0.0 (the correct balance should be -40$ here)
Account_Number:
Other (requires explanation) Correct the balance and add the missing 40$ to my account. On 10/25, I should have a balance of -40.00$ (40$ credit).
November 22, 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 his Cricket' account online bill for cycle going from 07/27/2017 through 08/27/2017 is wrong. He states that he checked his balance on 07/25/2017 there was a $40 credit on the account, but the next billing cycle the balance was zero instead. He feels that the $40 credit was lost or removed by error. He is asking that Cricket Wireless adds the $40 credit back to his account.
We researched Mr. account and found that the reason why the account showed a $45 credit on July 25, 2017 was due to a $5 auto credit applied by the system on July 22, 2017, plus a $35 auto pay payment from Mr. card on July 25, 2017. These transactions created a temporary $40 credit on the account. Once the new $40 monthly charge was applied to the account on July 27, 2017, the balance went down to zero. Our records also show that Mr. did not make a bill payment for the month of September and October due to a $50 switcher credit and $25 referral credit applied to his account. Our records do not show any credits being removed, or that a credit was missing.
We contacted Mr. on November 17, and 21, 2017 with no success. We also sent him an email and a text message. Mr. replied to our email stating he feels a $40 credit was taken from his account in error. We explained on the aforementioned and advised that our records do not show the missing credit in question. If Mr. still needs assistance please have him contact *** I at ***.
We thank Mr. for his communication and trust that this explanation properly addresses his concern.
Regards,
Cricket Wireless, Customer Support
(The consumer indicated he/she DID NOT accept the response from the business.)
I have been communicating with the business through email and have sent the account record images to prove my points. However, so far those were clearly being ignored and I was just simply told the credit was applied to the account on 7/27, while the record I sent them clearly showed not. w
Instead of just simply told me the credit was applied to my account on 7/27 while I have shown the record screenshot that the credit was not applied, I request the business either add the missing 40$ credit to my account or send me the screenshot of the record to prove that 40$ credit was applied to my account on 7/27. It does not work to just simply say it---this is why I had to go through Revdex.com for such a clear matter in the first place.
I also replied the business through email.
December 1, 2017
Revdex.com
Online Complaint
Complaint No: ***
Re: ***
Dear Sir/Madam,
This correspondence is in reference to a rebuttal filed by *** regarding Cricket service. From the last complaint Mr. states that he sent us his screenshots/imaged of his account via email to prove his point, but he feels those were clearly ignored.
We regret that Mr. feels we are ignoring the screenshots sent. We did not ignore them, but rather used them in our investigation. As stated in the initial response, we thoroughly researched Mr. account, and found that the reason why the account showed a $45 credit on July 25, 2017 was due to a $5 auto pay credit that was applied by the system on July 22, 2017, plus a $35 auto pay payment debited from Mr. credit card on July 25, 2017. These transactions created a temporary $40 credit on the account. Once the new $40 monthly charge was applied to his account on July 27, 2017, the balance went down to zero. Our records also show that Mr. did not have to make any bill payments for the months of September and October due to a $50 switcher credit and $25 referral credit applied to his account. Our records do not show any credits being removed, or that any credits are missing.
After receiving the rebuttal, we emailed Mr. and advised that we have explained the reason why we are not able to honor his request. There were no credits removed from his account, or are any credits missing. The screenshots sent by Mr. validated our investigation. If Mr. still needs assistance please have him contact *** I at ***.
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 have been a cricket customer for more than 1 year.I was offered a discount for setting up auto-pay on their website.I used auto-pay and I was able to get his discount of $5.00In MAy 2017, I added another line and I got a discount for this line as well, since I enabled auto-pay.In Nov 2017, when I desired to cancel the line, the cricket representative told me that I have to pay the entire amount for my previous line, since I was availing a group discount for 2 lines.This was never informed to me. I was getting the discount for setting up auto-pay.
Product_Or_Service: Other /OnePlus/
Account_Number: XXX-XXX-XXXX
Other (requires explanation) I need $5.00 to be refunded to my bank account.
November 20, 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. had auto pay or her single line account. After adding another line and getting the multiline discount, she soon canceled the 2nd line and did not receive the $5 discount for the single line. Ms. is requesting a $5 refund to her account.
We contacted Ms. on 11/20. We explained that after having a multiline discount and canceling a number, the system does not give you an automatic discount. Ms. also states the care agent did not provide proper customer service during their conversation which resulted in contacting the Revdex.com. We will use this feedback for training purposes with the care agent. Due to the miscommunication, we have provided a courtesy credit to her account. Ms. was satisfied with the resolution.
We thank Ms. for her communication and trusts this explanation properly addresses his complaint.
Regards,
Cricket Wireless, Customer Support
575 Morosgo Dr., NE
Atlanta, GA XXXXX
(The consumer indicated he/she DID NOT accept the response from the business.)
We want the credit to be back to our original method of payment and not via any account credits. Also we need some kind of compensation for taking us through this situation which they denied point blank. We need at least one month credit from cricket wireless. He didn't give us any options neither agreed to any option which we offered him to fulfill. It is frustrating.
I filed a complaint on an At&T worker for being dishonest. I had no clue that AT&T and Cricket communication are basically the same company. Maybe I am being retaliated against. Maybe this is why my phones are lost. My phones are 100% paid for. I sent my phones in under the warranty program November 02, 2017. Usually my phones come back the next day. However today is the 7th still neither of my phones have been returned to me. I called cricket and was told by 1 person that the phones were delivered at 10pm Saturday night.NEVER HAPPENED!!! This can be verified because There has been no activity on my phone number ***.... I was told by another person that the phones were lost and I had to wait on the investigation to get my phones replaced. I was told by a 3rd person that UPS was contacted and an investigation was started. I waited for an hour and called UPS and was told that NO ONE had called to check on either one of the tracking numbers that I had given. ANOTHER LIE TOLD TO ME!!! I was told that an escalation was filed but when I called the warranty department back the 3rd young lady offered to file and escalations to someone else. I was told that someone would call me and speak to me about my devices "this evening" yet NO ONE has called to tell me where my phones are and when I will receive them. I just keep getting the run around BUT I just paid my bill!!!!When I made a previous complaint about my phone not working I was told after 3 time that I would be given a new phone. This would be the 3rd time and I was told that a new phone was coming to me. After speaking to the representative today she said well if the phones were lost NOW I wont get a new phone I will get another replacement. When I purchased the ZTE BLADE MAX X I was told I would be given a $25 gift card for purchasing that phone. NEVER GOT IT!! Cricket also gives a referral bonus. I referred someone and was told that the credit of $25 would be given to me and that person which would have been on my Octobers bill.
Account_Number:
Other (requires explanation) I want my phones back ASAP. I want credit for the time that I am without my phones and being charged. I want my $25 for purchasing the ZTE as I was told. AND my $25 credit for the referral for the phone number ***This is what I was told so NOTHING is being given to me for free!!!
November 20, 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. stated she was upset regarding the replacement via Warranty Exchange for her devices. She also states that she is upset about a Refer-a-Friend process.
Ms. was contacted by telephone on 11-14-2017. Her concerns were discussed. It was verified that Ms. did receiver her devices. She further conveyed that because of the speaker functionality she rather have a new device. A $25 one time service courtesy credit was issued to her account as well as an additional $25 credit because of the Refer-a-Friend credit that was missing.
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 her for her communication and trust that this explanation properly addresses her concern.
Regards,
Cricket Wireless, Customer Support
I decided to add another phone to my line. So I will pay $80 a month instead of $40 a month, which is their most expensive plan. We picked out our phone and purchased it. They set it up and said to leave it in the box until the next day because of they had just put on screen protector and it needed to dry. They used a liquid solution to put it on. The guy kept spraying it to get it on. Then he put it in the box. We went home and opened the box and the battery symbol was flashing with a "'" in it. Confused we plugged it in and left in the box. The next morning it was doing the same thing. I took it into the cricket store where I had just purchased it only 12 hours before. The lady opened the back and said I got it wet. I explained exactly what I did and did not do. I told her it had been in the box and asked if the solution they kept spraying on the phone could've been the reason why. She shook her head and said "No." She said there was nothing they could do. I would have to either buy a new phone or a battery. I was like "excuse me I just explained what I did and did not do." she shrugged her shoulders and looked at me. I then asked if there was a number I could call and she said "yes you can try but it got wet" I held all my anger back and walked out to my car. I then called the customer service hot line and as I speaking patiently with the guy on the other line he said he would need to talk to his supervisor. He came back on about a minute later and said they could not help me because "it got wet" I was like I never got it wet. It was in the box the entire time. He said he could transfer me to manufacturing, so I said yes. They then sent me to a survey and then told me I'd won a trip for two to Florida. When he asked when I'd like to take my trip...I said I'm confused I was supposed to be connected to "Manufacturing". He said I have no idea what your talking about. I said thanks and hung up. Nobody wanted to help me.
Product_Or_Service: Apple /5/40 5 g
Account_Number:
Other (requires explanation) I would just like Cricket to have a little decency to admit their mistake and replace whatever got "wet" when they put on my screen protector. I never received an apology or even decent customer service. I am a Manager at a very large retail grocery store and we have a code its called "world class customer service." I was treated like garbage, and I feel like I was basically called a liar. I am shocked at the poor customer service and how they just shrugged their shoulders at me.
November 24, 2017
Revdex.com
Online Complaint
Re:***
Revdex.com Complaint ID: ***
Dear Sir/Madam,
This correspondence is in reference to a complaint filed by***. Ms. states that during her initial purchase, at an Authorized Retail location, her device was damaged by a cleaning solution utilized by the sales representative. Ms. feels that Cricket should acknowledge there was an error made and replace her device.
On November 21, 2017 Cricket reached out to our local management team in order to properly investigate Ms.' claim. The management team has tried to contact Ms. to further discuss her claims. To date, Ms. has not responded or returned the calls.
The Authorized Retail team has reviewed camera footage and disagrees with Ms.' claim regarding the origin of the water damage.
Cricket understands that a customer's device is an important part of their lives. To protect their investment Cricket provides options. Our devices carry a one-year manufacturer's warranty from the date of purchase. Unfortunately, water damage will render all devices unable to be replaced for warranty or for a refund/exchange. As another option, Cricket also offers their customers the Cricket Protect option which if purchased, protects the device from loss, theft or damage including water or physical damage. There would be an insurance claim process and a deductible if the customer would choose that route. Ms. did not purchase Cricket Protect.
Cricket Wireless apologizes 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.
As a customer courtesy, Cricket has applied a $25 credit towards her monthly service in order to help compensate for the upgrade fee incurred the following day at the Authorized Retail location.
We thank Ms. for her communication and trust that this explanation properly addresses and closes her complaint.
Regards,
Cricket Wireless
Customer Corporate Relations
I've had nothing but terrible service through Cricket every since I bought the phone. I've taken it back to the store twice before she would ever do anything about exchanging it. She never got it fixed. I got a new phone and I'm still having the same problems with the new one as well. And I bought it and have paid one . more monthly payment on my service. But unless I'm connected to my WiFi at my house the phone doesn't work properly. Even with the WiFi connection I still have trouble out of the phone. It doesn't send all of my texts. They fail. I can't go online even though it's a 4G LTE. It's been some of the worst service I've ever had. My WiFi was disconnected for a day and I couldn't use my phone whatsoever for anything at all. It was basically useless to me. But do you think they'll do anything about it. No. I'm going to go back to Straight Talk asap. I strongly advise against using Cricket for your phone carrier. The manager wouldn't even over ride the warranty being voided to get my Sims card out. The drawer was stuck and she said that it would could my warranty. As a manager she could have done something about it to save my pictures and everything else I lost
She told the main office that she had already replaced the card twice and it didn't work. But she never did replace it either time I watched her.
New Cricket devices generally carry a one-year manufacturer's warranty from the date of purchase. Once a warranty claim is filed, Cricket would then send a new or refurbished device per the warranty terms outlined at: https://www.cricketwireless.com/support/orders-and-activations/warranty/customer/warranty.html.
We'd like to help Ms.. For future reference if there is a necessity to make a warranty claim, we ask that she contact the Returns Center at 1-800-CRICKET (274-2538) for assistance. The support center will troubleshoot the device malfunction over the phone and provide instructions for the warranty return, if applicable. Cricket Customer Support is available at 1-800-CRICKET (274-2538) or 611 from your phone or via click to Chat. Mon-Sat: 7 am to Midnight ET and/or Sun: 10 am to 10 pm ET.
Per our coverage map, zip code *** is in an excellent coverage area but we cannot guarantee coverage at all locations. Please see our coverage map for additional details: https://www.cricketwireless.com/map.html.
We apologize 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.
Here is the background info:1) I started a group save plan with Cricket - $100 for 5 lines (the 5th line is free)2) Cricket will have a rate change for the group save plan after Nov. 4, that is, the 4th and 5th line would cost $20 each instead of $10 and $0 respectively.3) I decided to take advantage of existing plan and order my 4th and 5th lines.4) Since Cricket only allows adding line one by one, that is, the 5th line can only be added after activation of 4th line.5) So I ordered my 4th line on Nov. 1 (Wednesday) with 2nd-day air, which suppose to arrive at my place on Nov. 2 or 3, then I will be able to order my 5th line by Nov. 4, which is before the rate change date.6) Unfortunately I got my the 4th line on Nov. 6, which is well past the rate change date, as I result, I have to pay $20/month instead of $0.As a loyal customer, I feel it's highly unfair to me that I have to pay $20 extra every month for other people's errors.
Account_Number:
Other (requires explanation) Adjust my account so that I get my 5th line for $0, which it is supposed to be.
November 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, Mr. wanted to take advantage of the 5 lines for $100 group save discount. As of November 4th, the group save discount was changing and it would no longer be 5 lines for $100. Mr. added the 4th line on November 1 and did not receive his device until November 3rd, which resulted in delay of the 5th line being activated. Mr. would like to still receive the 5 lines for $100 group save discount.
We contacted Mr. on 11/21. We explained that if Mr. adds the 5th line to the account, we will override the system to process the 5 lines for $100. Mr. has added the 5th line and waiting for the sim kit to activate the device. Once activated we will correct the account and provide the proper discount. Mr. agreed and is satisfied with the resolution. Should Mr. have any questions, please contact*** directly at ***. If I'm not unable to answer, please leave a voicemail and we will respond accordingly.
We apologize to Mr. for any inconvenience or poor service he felt he received. We thank Mr. for his communication and trust that this explanation properly addresses his complaint.
Regards,
Cricket Wireless, Customer Support
Yesterday I was sold a phone and it never turned on. I returned it today only to get less than half of what I paid back. They said they get to keep my upgrade fee even if I returned the phone and didn't get an upgrade. They sold me a broken phone and now have the phone returned to them with a free $33.00.
Product_Or_Service: LG /Unknown/8gb plan
Account_Number: XXX-XXX-XXXX
Other (requires explanation) I would like the rest of my money back. It's not fair that they get to keep that money when they swindled me with a broken phone.
November 16, 2017
Revdex.com
Online Complaint
Re: ***
Revdex.com Complaint ID: XXXXXXXX
Dear Sir/Madam,
This correspondence is in reference to a complaint filed by ***. Ms. states that she was sold a phone that she feels was defective and was not refunded the upgrade fee and the store payment fee for a total of $33.00. Ms. is requesting a refund.
On November 15, 2017 Cricket reached out to our local management team in order to properly investigate Ms. claim. The District Manager along with the Authorized Retail team promised to contact Ms. and make sure she has a satisfactory resolution.
On November 15, and November 16, 2017, *** from Cricket Corporate Headquarters called and left a voice message for Ms. with this same information.
We thank Ms. for her communication and trust that this explanation properly addresses and closes her complaint.
Regards,
Cricket Wireless
Customer Corporate Relations
575 Morosgo Dr. NE
Atlanta, GA XXXXX
I have transferred from at&t to cricket wireless on 10/16. I brought my own phones and activated three lines in a cricket authorized retailer (***). I asked the guy (***) who helped me in the cricket wireless store if I can get a free smartphone for the new activations and he said yes. But he told me that they don't have a freephone device at the moment so I need to call the store to check if there is available freephone for me to come and pick up. He gave me their store card with his name and the manager's name (***) on it. He wrote down "sonata 3" as well, which is the free smartphone device name. I called last week and talked to *** if the device available for me to pick up but he said they don't have at the moment again so I may need call back later again. So, I called today morning (11-07-2017) again and talked to *** this time but she said they cannot give me a freephone because I am eligible. She told me some conditions that I was not informed when I activated. I had online chatting in the cricket wireless website and their response was the same. I am not eligible for any free smartphone. *** who helped me was working in the cricket authorized store and he told me that I am eligible for a free smartphone. But no one is not taking the responsibility. I have to take the consequence of the loss. If he misinformed me by any mistakes then it is something the store or the cricket wireless need to take the responsibility because they hired him and they were responsible for the trainings. I felt like deceived. This situation makes me suspect that this kind of practice may be pretty intentional and make me feel deceived.
Account_Number:
Other (requires explanation) I think they have to give me a free smartphone that cricket wireless and/or the store have promised. I hope they would take the action to compensate the time, efforts, and emotional losses caused by this issue.
November 20, 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 the local Authorized Retail Advocate provided him with incorrect information about a free device promotion. Mr. requested that we provide him a free device as he was originally promised by the retail advocate.
Upon further research, we have discovered that Mr. had ported his number to Cricket Wireless from AT&T. A free device for port-in promotion did not include port-ins from AT&T. However, we did verify that the retail advocate informed Mr. the he would qualify for a free device.
We spoke with Mr. via telephone on November 17, 2017 regarding his complaint. We explained to Mr. that since the local Authorized Retailer gave him incorrect information, they have agreed to provide him the free promotional device. Mr. was satisfied with the resolution and had no further questions or concerns.
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
(The consumer indicated he/she DID NOT accept the response from the business.)
I basically accept the response.
But other than the conversation on November 17, 2017, I did not have any other communication with them regarding how they would send me the free phone.
They mentioned that the store manager tried to reach me and left a message but I did not have any call or messages.
I want them to contact me via email at [email protected].
Thanks
(The consumer indicated he/she ACCEPTED the response from the business.)
The business responded well to my complaints.
December 4, 2017
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 never received the free device that was promised to him by the local authorized retailer.
We spoke with Mr. via e-mail on November 30, 2017 regarding his rebuttal complaint. We validated that the authorized retailer failed to communicate an arrangement for Mr. to pick up the device. Cricket Wireless offered to ship the free device to Mr., which he accepted. We communicated with Mr. on December 4, 2017, and verified that he received the device.
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 had 4 lines on my account, two of them belonging to my in laws. My in laws refused to pay their portion of the bill so I cancelled their numbers before the month was up. My mother in law did not know my pin to my account which is required to move numbers to a separate account. When my mother in law asked for my pin, I told her the store would have to call me bc I was not giving her that info. When the store contacted me, I gave them my pin and made it clear to the associate that my information was not to be given to her. The store associate assured me she would not give my account information to her. Later on that evening I got a text message from cricket saying that my username was still what I had set it as. Turns out the cricket associate actually changed my account information to my mother in laws informarion. That store associate changed the name on the account, my pin to access the account, and my security question. They basically gave my account to my mother in law. When I called, the customer service associate and supervisor both told me that I would have to move my numbers to a different account if I didnt want to be on the same one as them.
Product_Or_Service: LG /X Charge/***
Account_Number:
Other (requires explanation) I want to press charges against my mother in law and I want to sue the company. They committed a federal offense and I need to be pointed in the right direction to press charges and sue the company.
November 20, 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. is on a multi-line account with her in-laws. The in-laws portion of the monthly bill was not paid, which resulted in Ms. canceling both lines. Ms. requested that no account information be given to her in-laws. Ms. later received a message stating there were changes made to the account. Ms. suspects her in-laws of making the changes and she would like to press charges and move forward with a lawsuit against Cricket Wireless.
We attempted to contact Ms. on 11/17 but she was unable to talk. We were asked to contact her at a later date. We attempted to contact her on 11/20 and we were unsuccessful. In regards to the account change, when the customer has a multi-line account, all lines have access to the account. The account can be authenticated via phone from any user on the account and changes can be made once the account has been authenticated.
Ms. states that she would like to press charges against her mother in law and file a law suit with Cricket Wireless. At this time, Cricket Wireless' legal team will be the main point of contact regarding the customer and their case. Should Ms. have any general questions, please contact *** at ***. If we are unable to answer, please leave a voicemail and we will respond accordingly.
We thank Ms. for her communication and we hope this response properly addresses her complaint.
Regards,
Cricket Wireless, Customer Support
(The consumer indicated he/she DID NOT accept the response from the business.)
All lines should not be allowed to be accessed by anyone on the account when a pin is created that only ONE individual knows. I, MRS., because I am married which was obviously not noted, set a pin on my account that only I knew. I made it a point to keep it from my in laws considering the account was in my name and I was the one paying the bill every month. Seeing as I specifically asked the account represetative that I gave my information to, to NOT give it to my mother in law, the information never should have been given to her, ESPECIALLY after I had CANCELLED both lines on the account that were being used by my in laws. When I cancelled those lines, the numbers should not have been reactivated on MY account number PERIOD. They should have been moved to their own account without my information being given to my mother in law and giving her access to changing MY account's information. MY account was under MY name with ALL of my information before they gave my pin to my mother in law and allowed her to change my information after being asked not to. Not to mention MY account was opened with mine and my husband's number by themselves long before I ever agreed to add my in laws to MY account. Cricket has been unable to reach me because I have been working a full time job along with a full time babysitting job in the afternoon not to mention they have only left one voicemail out of the 5 times they have attempted to contact me. I'll be attempting to reach them sometime this afternoon since I will actually be available to discuss this major issue.
December 5, 2017
Revdex.com
Online Complaint
Complaint No: 2***
Re: ***
Dear Sir/Madam,
This correspondence is in reference to a rebuttal filed by ***. Ms. states that all lines should not be allowed to be accessed by anyone other than the individual who created the pin and account. Ms. states her in-laws should not be able to reinstate lines that were canceled on the account and they do not have the pin or security questions. Ms. still feels this is fraud and Cricket Wireless is allowing fraudulent activity.
After speaking with Ms. on 12/5, she is still unclear why her in-laws were able to make changes to the account. We have explained all lines on the account can make changes once authenticated via Cricket's IVR system as long as they are calling from the line associated with the account. For any lines that have been suspended or canceled within the reactivation time frame, can be reactivated after fees have been paid. Account changes can also be made by any line connected to the account. Ms. repeats again that this is fraud and she has been given the same answer by other Cricket representatives and no one is able to help her with her issue. Ms. will be contacting a lawyer regarding this issue. Ms. became very defensive and disconnected the line abruptly. Should Ms. choose to obtain legal counsel, Cricket's legal team would be the primary point of contact.
Regards,
Cricket Wireless, Customer Support
(The consumer indicated he/she DID NOT accept the response from the business.)
First of all, I will say this again since it was ignored last time, *** is a married name therefore I'd appreciated to be referred to properly as MRS.. Speaking to ***, who I was told was a part of the legal team already, was a waste of my time.The man obviously doesn't comprehend that their store associate GAVE my account to another person. They changed my password, security question, and pin. They also changed the name on my account to my mother in laws' name. I paid the fees to open the account long before my in laws numbers were ever added to it. I have been told by cricket's customer service representatives that if I set a pin on my account then my account could not be accessed by anyone who didn't know the pin. If Cricket's terms and conditions really do state that anyone can access the if their number is on the account then I was never told nor do I have a written copy of it. Their terms and conditions have never been shown to me nor have I been told to read them because like I said they were not presented to me at all. But if there terms and conditions out line it and say this, then what is the point in having the security question, password, or pin? Not to mention, my in laws did not have enough common sense to call from their phones because they were cut off. They called from a work phone. I do not understand how cricket allowed her to access my account if she couldn't verify the information on my account that I am asked to verify every time I call. Everytime I call, I always call from MY cricket number and I am always asked to verify name, address, and pin on the account before they will even discuss the account information with me, but yet the store associate GAVE my mother in law access to my account after being asked not to. The company committed a fraudulent charge by giving out my confidential information. NO WHERE IS IT NOT CONSIDERED FRAUD TO GIVE OUT SOMEONE'S INFORMATION WITHOUT PERMISSION FROM THAT PERSON. I specified to the associate I spoke with that I didn't not want my account accessed by anyone. I told her that she could put my in laws numbers on a different account for them not that she could give my account to her. I still am unable to access my account on anything other than my phone because my password, security question, and pin were all changed and I cannot have it changed because I don't know what my mother in law and the associate changed it to. Cricket is a sorry excuse for a business and they allowed my mother in law to commit fraud silent actions on my account. So yes I will be persuing a lawyer on the case since the company has been no help thus far.
Giving me a hard time giving me a changing my bill date
Product_Or_Service: Samsung /Amp 2/***
Account_Number: XXX-XXX-XXXX
Other (requires explanation) Giving me a year free of service
November 13, 2017
Revdex.com
Online Complaint
Complaint No: XXXXXXXX
Re: *** M. ***
Dear Sir/Madam,
This correspondence is in reference to a complaint filed by Ms. ***. In this complaint, Ms., states she is being given a hard time with changing her bill's due date. She is asking for one year of free service.
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.
We attempted to contact Ms. on several occasions 11/8/17, 11/10/17 and 11/13/17 to gain a bit more information regarding her complaint with no success. We wanted to know if there was something we could assist her with, but we were unsuccessful in speaking with her. We have left several voicemail messages that included our contact information should Ms. chose to contact us and discuss the matter in greater detail. We received a callback from Ms. on 11/13/17 at 4:30 pm stating she never filed a Revdex.com complaint.
We thank Ms. for the return call and apologized for any inconvenience this may have caused and advised we would close the Revdex.com complaint filed in error.
Regards,
Cricket Wireless, Customer Support
575 Morosgo Dr., NE
Atlanta, GA XXXXX