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 bought a portable charger from the store. I took it home and expected it to work in the manner that the woman and man at the store described. It did not. I took it back to the store (less than 48 hours later). I was first told all sales were final. Nowhere in the store--next to the register, etc.--does it say this, nor did the sales person tell me this. It is not on the receipt, nor is it posted. I asked for a refund. It was denied--based on "store policy" yet there is no store policy posted anywhere. The woman handling my request called her manager. He quoted her the store policy and she told him I was correct that it is not on the receipt. She said only store credit. I complained and asked for my money back. She refused, refused to call her manager again, refused to give me the owner's name. I called Cricket Wireless customer service. I was told they have a seven day return policy. The operator called the store, yet the store refused to adhere to the policy. I was deceived about the policy and deceived about the product. Cricket will lose a multi-line account over what is a standard practice everywhere else in the industry, even in on-line sales.
Product_Or_Service: X-max Power Bank
Order_Number: Inv.
Refund The product did not function like the salespeople described, nor did they explain the store policy. If they had told me the store policy I would not have bought the product because it was not clear that it would be a solution for me. The only resolution that I feel is appropriate is a full refund because I have lost confidence in the products sold by this store and I don't trust the people that work there.
November 1, 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. purchased a portable charger from an authorized dealer of Cricket Wireless. After the accessory did not perform to the customer's expectations, 2 days later, Mr. returned to the store requesting a refund. Mr. was approached by the same employee who he had purchased the device from and was told that sales were final on accessories, based on the store policy.
After contacting Mr. on 11/01, he explained that he was not able to return the accessory. Mr. states that the store representative was willing to give him store credit due to all sales are final policy and Mr. declined. After speaking with Mr., we also explained the terms and conditions, which he also understood after finding them online. For the inconvenience, we were willing to provide a credit for half the amount of his purchase, which he also declined. Crickets policy states, all sales from Cricket Company-Owned store and from*** are final. Accessories purchased at Authorized Cricket Retail locations are subject to that authorized retailer's return policy. Mr. has declined all offers at this time.
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 me. We thank Mr. for his communication and trusts this explanation properly addresses his complaint.
Regards,
Cricket Wireless, Customer Support
(The consumer indicated he/she DID NOT accept the response from the business.)
The above response is incorrect. I am able to return the item, but was not given a refund. I did decline the store credit because there is not anything I want to buy from the store. I already have the accessories I need and I'm not going to return a charger for the same crap brand that has already proven worthless. I was not told all sales were final nor is there any notice anywhere in the store stating this policy. The policy Cricket refers to (re: Cricket and individual store products) is not on their web site even though I was told this during the phone call. I checked, so it is either very difficult to find or not very obvious, it is not even under their FAQ under the link to Legal. There is a notice buried pages into their terms and conditions that I searched for twenty minutes to find. I guess that is the "protection" the customer service representative referred to that Cricket uses to brush off complaints like mine. They just like to force people to go away rather than really provide a valuable service. They don't get it and won't get it. They don't value transparency and openness otherwise they would give a notice in a more readily available space for potential customers to be warned. They don't do this because they know it will drive customers away or make them pause before purchasing. If I had seen the terms posted I would not have bought the charger (which still doesn't work after repeated attempts to use it). I declined the "offer" because it is insulting to listen to a person mindlessly repeat a script on the phone, a person who cannot think for themselves and can't even explain why they keep saying "I'm sorry." There are so many stores and companies out there that do get it--that a happy customer returns, that transparency creates trust--and that can admit that they weren't the most forthcoming and fix it to keep the relationship. I don't expect perfection. Things happen. But own up to it. Get some real ethics, not the kind that hides behind hidden language that takes 20 minutes to find written by a lawyer just so you can say that you followed the rules--rules that are not intended to be truly helpful or equitable. Tell me, Cricket, how does it feel to buy something that doesn't work, that takes time to return it, talk with sales people that can't find the terms and conditions of the business they work for, and refuse to own up to the problem. I refused the money because at this point it is not about the money, it's about being decent human beings.
I was starting a new job that I had to go into a certain banks branches and install new equipment and take pictures at the site of the installed equipment then send them to the office. I only had a text & talk phone so I had to upgrade my phone plan from a $25 plan to a $40 plan. My brother had sent me a smart phone he used to use so I didn't have to buy one (there is no such option on the drop down menu to choose from). I always go to the closet Cricket WS store which I did on 10/8/17 and found a note on the door stating it was closed located at *** XXXXX (XXX) XXX-XXXX Managers' name is *** (***). So I had to go to the next closet store located at XXXX XXth *** W Unit *** XXXXX (XXX) XXX-XXXX where I had my incident with the employee. I was helped by this employee who said his name was *** He told me it would cost me $10.69 to do a SIM swap which I didn't understand since I already owned it and wasn't buying it. I was told later by*** it's free. I then asked him for help to show me how to use my smart phone also a free service but he said he would have to charge me another $10 to do that. He said other employees would waive that fee but he charges for it. There was not any management at the store at that time. Later that day I went back to the other store and I was told by*** that they are going through management changes and there is no one I can contact at this time and I should contact the Revdex.com.
Product_Or_Service: Other /Blue X/High Speed Data
Account_Number: XXX-XXX-XXXX
Other (requires explanation) I want my $10.69 refunded to me and to have *** dealt with by management since he feels he can treat customers any way he feels including ripping them off and pocketing the money. There was another female employee there that day and had a smirk on her face as she listened to him talk to me. This made me think something was more wrong then what I was already thinking and found out I was right. No one at the *** store knows if *** is his real name but they know he is.
November 2, 2017
Revdex.com
Online Complaint
Complaint No: ***
Re: Mr.
Dear Sir/Madam,
This correspondence is in reference to a complaint filed by Ms. regarding Cricket Wireless. In this complaint, Ms. states she went into a Cricket store to upgrade both her phone and plan. She states she only wanted to swap the phone to a BYOD smart phone and increase her plan from the $25.00 rate to the $40.00 rate. She states the Agent advised her that it would cost $9.99 to do a SIM swap which she didn't understand since she already owned the SIM card. He also advised her that he would only charge her $10.00 to copy all of her files over to the new device. She states that she felt that the information he provided her was incorrect and she doesn't feel she should have had to pay to put the SIM card into a different device or copy her files. She is asking for the $10.69 to be refunded and to have that store manager investigated.
We spoke to the area manager of that store location who states he worked with the Authorized Retailer to ensure they will credit the $10.69 which she should not have been charged and also advised us that that manager no longer works for the company. We contacted Ms. and advised her of the information that was provided to us by the Territory Manager.
We apologized 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.
Regard
Cricket Wireless
Customer Corporate Relations
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept the response on the grounds that it sounds as if this person is saying that Cricket WS had contacted me. No one from Crickett has ever contacted by me phone, email or any other means. There is also no time frame mentioned as to when I should be receiving my refund. If Crickett wishes to contact me personally I have no problem talking with them. I would also like the time frame of when I will be getting my refund. Once these two items are performed I will change my response. I can also walk into that store to see if that particular manager really is not working there anymore as mentioned.
November 13, 2017
Revdex.com
Online Complaint
Complaint No: *** - rebuttal
Re: Mr.
Dear Sir/Madam,
This correspondence is in reference to a rebuttal to a complaint filed by Ms. regarding Cricket Wireless. In this rebuttal she states that the Manager of the retail store never contacted her nor did they issue the credit to her account.
I reviewed the account and found that the credit was applied. I also contacted the manager that states the manager from the original complaint had been fired.
We contacted Ms. to advise her of our findings. We wanted to ensure her that she had received the credit on November 7, 2017 as the store manager had advised us. Ms. agreed with our findings. We also wanted to advise her that the manager of that particular location is no longer employed by Cricket Wireless.
We apologize again to Ms. for any inconvenience or poor service she felt she received. Cricket strives to provide excellent service and we regret when that high standard is not met. We thank Ms. for her communication and trust that this explanation properly addresses her concern.
Regards,
Cricket Wireless
Customer Corporate Relations
(The consumer indicated he/she ACCEPTED the response from the business.)
I do remember this phone call a few days ago and do accept their resolution. I verified the credit on my phone bill by calling 611 on my phone.
Thank you
I purchased the ZTE blade X Max from a cricket Retail store After using the phone for a few weeks I decided I wanted to sell it I contacted cricket to get the unlock code and was told their system was down and they could not provide it to me at this time they would put a ticket in I would be able to get my lock code within 24 to 48 hours I called back the next day to check and was told it would be another day before I would receive my unlock code After calling back the next day I was told tickets generally take 3 to 5 business days so I decided to wait 5 business days upon calling back I was told the system still could not generate my unlock code And there was no timeframe as to when I will receive my unlock code. They are basically holding my phone hostage and it can only be used on their service even though I paid in full and Was eligible for the unlock code.Customer service tells me when I call that someone is working to get the unlock code but will not tell me how to get in contact with them or if there is a timeframe.
Product_Or_Service: Other /ZTE Blade Max X/Unlimited
Account_Number:
Other (requires explanation) I would either like to receive my unlock code in a timely manner or my money back for the phone that I purchased that cannot be used.
November 6, 2017
Revdex.com
Online Complaint
Complaint No: ***
Re: ***
Dear Sir/Madam,
This correspondence is in reference to a complaint filed by Frank***. In this complaint, Mr. purchased a Cricket device with the unlimited plan. Mr. had requested the unlock code for the device. Mr. was told he would have the code within 24-48 hours. More than 5 days had passed and he not yet receifeved the unlock code. Mr. is requesting the unlock code to his device or refund for the device.
After contacting Mr. on 11/7, he stated that he has still not received the unlock code. After researching his account, we found the case where the code was provided but was not given to Mr.. We have provided Mr. with the unlock code and he is satisfied with the outcome. Should Mr. have any future concerns, please contact ***
We thank Mr. for his communication and trusts this explanation properly addresses his complaint.
Regards,
Cricket Wireless, Customer Support
I went to the store to port my phone and number over and they weren't able to do it. I am still waiting for them to refund me the 66.74 I paid.
I went to my local store on 10/14 to port my number and current phone over to their service. The store manager (Ashleigh) stated that it could be done and although it wasn't accomplished at that time, I was told it would be by 2pm that day. Went back later that day and talked with the new rep (***) after it didn't happen and was told it would be by the next morning. Went back to the store the next day (10/15), still without a working phone, and after 2 hours was told that I would hear from someone within 24 hours. Waited 3 days and still no call. Called the 800 number on 10/17 and was told that it could take up to 5 days to port a number and they would escalate my case. After 2 more days, I called back on 10/19 and was told my case was closed since I ported my number back to my previous provider, which I had to do as my cell phone is my only communication and after 2 days of no service I had to go back to my former provider. They then stated that they would issue me a refund of the $66.74 that I paid, took my bank card info and said I would see it in 24-48 hours. I called back on 10/25 after STILL seeing no refund and after asking for a manager, was told that this was a no refund company and I wouldn't be seeing my money again.
All I want is my $66.74 that I paid for a service that I never received.
November 1, 2017
Revdex.com
Online Complaint
Complaint No: ***
Re: ***
Dear Sir/Madam,
This correspondence is in reference to a complaint filed by Ms.. In this complaint, Ms. states she attempted to port her cellular service over to Cricket Wireless but was unsuccessful in doing so. She states the service was never activated on Cricket's network and she was never able to make a call. She also states she attempted to get a refund but was denied. She is requesting a refund for all charges associated with the port request.
We value Ms. feedback and apologize for any inconvenience or poor service she felt she received. Cricket strives to provide excellent service and we regret when that high standard is not met.
We reviewed Ms. account and found that her service was never activated on our network. We requested a refund from our treasury department and had her funds refunded back to her via a check. The original payment was made at a store location, so a check must be sent. We attempted to reach Ms. to advise her of our finding and conclusion but were unsuccessful in reaching her. The $66.74 payment was refunded back to her via mail on 11/1/17. Please allows 7 - 10 business days for delivery.
Should Ms. have any questions or concerns regarding our finding and refund she can reach me *** at ***.
We thank Ms. for her communication and trust that this explanation properly addresses her concern.
Regards,
Cricket Wireless, Customer Support
(The consumer indicated he/she DID NOT accept the response from the business.)
I only received a check for $30.00 which is less than half of what I paid. I also paid $25.00 for the activation fee, $9.99 for a SIM card and $1.75 for sales tax. As stated previously, I paid a total of $66.74, which I still have the receipt for, and only received reimbursement of $30.00.
(The consumer indicated he/she DID NOT accept the response from the business.)
I only received a check for $30.00 which is less than half of what I paid. I also paid $25.00 for the activation fee, $9.99 for a SIM card and $1.75 for sales tax. As stated previously, I paid a total of $66.74, which I still have the receipt for, and only received reimbursement of $30.00.
November 17, 2017
Revdex.com
Online Complaint
Complaint No: ***
Re: ***
Dear Sir/Madam,
This correspondence is in reference to a rebuttal to a complaint filed by Ms.. In this complaint, Ms. states she received a portion or her refund but not the full refund.
We reviewed Ms. account and found that there was a check mailed out for $30.00 on 11/1/17. We were advised by our Finance department that the remaining balance was mailed out to Ms. via check on 11/15/17. Ms. should receive the remaining balance within 5-7 business days from the date of it being mailed. We attempted to reach Ms. to advise her of our finding but were unsuccessful in reaching her.
We value Ms. feedback and apologize for any inconvenience or poor service she felt she received. Cricket strives to provide excellent service and we regret when that high standard is not met.
Should Ms. have any questions or concerns she can reach me *** at ***.
We thank Ms. for her communication and trust that this explanation properly addresses her concern.
Regards,
Cricket Wireless, Customer Support
Customer service deviates from issues brought to them, as well as fails to update information on my account.
I have been attempting to gather information from Cricket since yesterday evening involving the replacement of my cell phone. This morning, I was given the website for starting claims, which immediately sent me back to cricket to update my account info, because what I had entered was incorrect. Last month, around September 10th or so, I had gone through the same issue when replacing my previous phone. Cricket had apologized for failing to update my account before (there was an address from 2015 listed on my information), and assured me the issue was fixed. I was able to then start a claim and have my replacement phone sent.
This morning, October 24, 2017, at around 9:50 A.M., I spoke with *** over their customer support chat, informed her what happened with the claim, and stated that my information was wrong, twice. She offered me the phone number, and I clarified that my phone was broken. She told me to go to the website, which I explained I had tried and was why I was contacting support again, then she offered to give me their number again. I repeatedly attempted to tell her what I wanted to fix, and after a time, I admit I became a bit saucy with her. It took around 45 minutes to finally get to where I could confirm my information, only to find out the same information I had requested be changed a month prior remained. I requested that my account be cancelled due to poor customer service and the mishandling of my personal information (at one point, confirming my account information, they offered up the wrong phone number), and they immediately replied with cancellation info, which speaks volumes to how much they value their customers. My account was cancelled, and I informed them that I had transcribed the text of the chat to a .txt file, and had screenshots of the conversation on the cricket website.
Another issue that I had brought up in prior chats with their customer service is how their refusal to work with replacing my phone again is incredibly off putting. During the initial contact with cricket on October 23, 2017 during the evening, I informed the service representative that while tapping my power key to unlock my phone, the screen cracked, rendering the whole phone useless. The reply I received was along the lines of: Well, it sounds like the phone was in perfect condition when you received it, so we can't help you with that. I was then told I would have to pay for the deductible and that there was nothing else they could do because I didn't have a phone case, which is something that I was told would be sent with the phone as a replacement for my old one. In my frustration, I did not document the conversation.
The phone is an Alcotel One Touch Idol 3, which I originally purchased in full January 2016, and had replaced September 2017. I orginally paid $130 for the phone, plus a protective case and screen cover separately. I have had device protection coverage since I have had my account starting in August 2014, which is $7 extra per month.
I would like Cricket to replace my device and reinstate my service with one free month. I have more than paid towards another of the same device since I've had my account, and the way I was basically ignored during my contact with customer service is not how a business should treat someone in the business-consumer relationship.
November 6, 2017
Revdex.com
Online Complaint
Complaint No: XXXXXXXX
Re: ***
Dear Sir/Madam,
This correspondence is in reference to a complaint filed by Mr. ***. In this complaint Mr. states he attempted to start an insurance claim this morning for his device and was advised the information he entered is incorrect. He states he updated that information back in Sept of this year which was a change to his address that should have been changed back in 2015. He states the reason for the claim is due to the fact that he attempted to turn the phone on and the screen cracked. He states he originally purchased the new device In January of 2016 and already had it replaced in September 2017. He states the device cracked in his hands and he needs to have it replaced again but wasn't able to complete the claim due to Crickets service representatives not updating his information.
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 attempted to contact Mr. on several occasions without success. We wanted to gather more information so that we could assist him in possibly getting his device replaced.
Should Mr. choose to contact me, *** I can be reached at XXX-XXX-XXXX and would be more than happy to further assist him in this matter.
We want to thank Mr. for his communication and look forward to hearing from him should he decide to further address his concern.
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.)
I have received no contact from Cricket since I last spoke with them. I also wish to send screenshots of the conversation I had with customer service that day, to inform both the Revdex.com and Cricket of just how incompetent the customer service is. I had to explain more than 4 times that I had no phone to call any numbers with, and that the website was not accepting my info for a claim. I specified multiple times that I wanted to update my account information. I also do not know how Cricket would be attempting to contact me since I have no phone, and I have not received an email from them.
I also wish to point out that my parts of my complaint are not even addressed in Cricket's reply. For example, they did not mention how I was given the wrong phone number that was associated with my account. They also haven't mentioned that I had cancelled my account and was assisted quickly with that during the last 15 minutes of an hour long interaction, but I couldn't get the customer service rep to understand what I was calling about originally after 45 minutes. Because of this, I'm choosing to wait until I can purchase a new phone outright with a new company. I won't tolerate being treated like a burden on a company when I've been a member for over two years.
Should Cricket wish to contact me with an actual resolution, my emails are ***@gmail.com and ***@gmail.com, and I access them once a day after work. I do not wish to receive anything that only offers an apology and asks for my information so they can update it in the system, though, because the failure to perform such a simple procedure is why I made this claim in the first place.
November 17, 2017
Revdex.com
Online Complaint
Complaint No: XXXXXXXX
Re: ***
Dear Sir/Madam,
This correspondence is in reference to a rebuttal to a complaint filed by Mr. ***. In the rebuttal Mr. states no one attempted to contact him. He also states all of his concerns were not addressed in our response.
We attempted to contact Mr. again via phone and via e-mail he responded to our e-mail with the following response: the reason we were not able to reach him is because he canceled his service with Cricket Wireless and has moved his services to another provider.
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 want to thank Mr. for his communication and look forward to hearing from him should he decide to further address his concern.
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.)
No resolution has been offered for the original complaint. Nothing I proposed was taken into account, and the fact that they attempted to contact me through the phone number that they themselves cancelled further proves the point that the company fails to pay attention to customer complaints and deviates from the original topic frequently. I made clear before and during my complaint that I no longer had Cricket wireless service, so I provided my email address, and Cricket still attempted to contact me via phone, and used email as a last resort. Since my original proposition was ignored alongside my complaint, I fear I have no choice but to pursue legal action. I will be seeking out an attorney for advice on how to proceed to receive reparations for what obviously appears to be a blatant refusal to address my complaint, and an attempt to avoid any sort of compensation by not following through on any communication between myself and the company. I have saved the emails and conversations I have had with Cricket, and have offered to share them with your company on multiple occasions in order to provide clarity on the issues at hand, and you have deflected with each reply. I have been professional and forthcoming with communication, and have received nothing but excuses at every turn. Should you wish to contact me again, my current working phone number is XXXXXXXXXX, and my email addresses are ***@gmail.com and ***@gmail.com. Thank you for your time.
attempted payment made at satellite store and in middle of transaction machine went down--no receipt issued
Attempted payment made on the 20th oct--bank was showing pending transaction but Cricket did not show any payment received. I was told to wait unit Monday, 23rd oct, and the payment would process. However, service was suspended on Sunday at midnight. The bank shows the payment posted the 23 oct but I still do not have service and Cricket insists payment was never received. When I called Cricket customer service (joke) they said to call the bank debit card company (MC)
and have them back out the transaction and for me to make a new payment. All this is the result of Cricket's equipment failing and I am with out a cell phone. I am the one expected to resolve the payment issue.
Honest customer service in resolving the issue that was their fault.
October 31, 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. states he made a payment on October 20, 2017 and during the transaction the machine blacked-out. He states his bank shows the transaction, however the payment never posted towards his account.
We contacted Mr. and his mother *** states she filed the complaint. She advised me that her son Mr. filed a claim with his bank and Is currently awaiting the resolution. I explained to Ms. that the payment from the 20th never posted towards the account and to contact me if the bank is unable to provide a resolution, so that we can investigate this matter on our end. Ms. is confident the bank will resolve this issue, and has agreed to call me should she need further assistance.
We value Ms.' s feedback and apologize for any inconvenience or poor service she felt she received.
Cricket strives to provide excellent service and we regret when that high standard is not met. We Ms. thank for her communication and trust that this explanation properly addresses her concern.
Regards,
Cricket Wireless, Customer Support
I paid 53$ which I had a credit then I paid a $15 bridge pay for seven days. My bridge pay is usually $35 when I called to pay the reminder they told me I had to pay the full amount of $100 because my bridge pay was 68$ just the amount rhat I paid. Which is not true this company should be investigated for taken customers money.
Product_Or_Service: Apple //
Account_Number:
Other (requires explanation) To get my credit of 30$
October 31, 2017
Revdex.com
Online Complaint
Complaint No: ***
Re:***
Dear Sir/Madam,
This correspondence is in reference to a complaint filed by***. In this complaint, Ms. states when she called to pay the remainder of her Bridge-Pay payment she was advised his full monthly balance was due.
We contacted Ms. directly and explained that when she enrolled in Bridge Pay on October 16, 2017, that that counted as day one (1) of the seven (7) days she is given for the extension. We also explained that an SMS was sent on October 22, 2017 advising her of the Bridge-Pay enrollment end date which was October 23, 2017 and remaining balance due for her service to remain active. Ms. did not make a payment until October 24,2017 which resulted in her service being suspended and the entire monthly balance was due in order to restore her service. We were able to provide her with our Bridge Pay policy should he decide to enroll again for future reference. We also discussed how much it cost to enroll in Bridge-Pay should she enroll in the future.
We value Ms. feedback and apologize for any inconvenience or poor service she felt she received.
Cricket strives to provide excellent service and we regret when that high standard is not met. We thank Ms. for her communication and trust that this explanation properly addresses her concern.
Regards,
Cricket Wireless, Customer Support
I got stuck with a phone that I didn't want I asked for a phone that able to do something specific the man who sold me the phone told me that the phone I was as buying did everything I was looking for so I take the phone home and guess what the phone this man sold me does not do any of the things I was asking for it to do I went the next day to take it back and now they want to charge me 50$ restocking fee I don't feel that I should have to pay that when it's not what I was looking for I was sold a phone that I can not use when dealing with the manager he was so cocky and rude I was almost in tears
Account_Number:
Other (requires explanation) I would like for the store to take responsibility of their mistake and exchange this phone for the one I want and wave the restocking fee
October 30, 2017
Revdex.com
Online Complaint
Complaint No: ***
Re:***
Dear Sir/Madam,
This correspondence is in reference to a complaint filed by*** regarding Cricket service. In his complaint, he reports that he purchased a cell phone for a specific reason. When he took the cell phone home he realize the device did not do everything promised. He took the device back to the store the next day to return it, but the sales person told him that there would be a $50 restocking fee. Mr. feels is unfair to have to pay that amount and wants the store to exchange his device with a different one.
We attempted to find Mr. account or store invoice to further investigate his request. We could not find any information related to him in our records.
We contacted Mr. and he stated that his compliant was against T-Mobile and not Cricket Wireless.
Based on the aforementioned, we respectfully request that his complaint is closed at this time or forward to the correct company.
Regards,
Cricket Wireless, Customer Support
I purchased my phone service through Cricket to start on October 1st 2017 to be used with my phone from Sprint that I had recently bought and paid off. I entered my IMEI number onto the Cricket website and they said that my phone was definitely compatible. So I proceeded to purchase one month of service and a SIM card, along with activation. I spent a total of $70.69 They sent me my activation kit 3 days later and it has never worked since day 1. When I put the SIM card in, it says that it is an invalid SIM card. The SIM card works in other phones, but not mine, even after a factory reset. I have dealt with being pushed back and fourth between Sprint and Cricket for 21 days to try to find a solution, since I have been without a phone since September 30th. Both companies have not been willing to help at all. I have talked to both companies in-store and through their Customer Service. I have spent more than 20 hours on my fiance's phone trying to fix this issue. I have escalated to supervisors so many times that I have lost count. They refuse to give me my $70.69 back, claiming that they don't have an option to refund. The service has not been used once.
Product_Or_Service: Samsung /Note 5/Unlimited
Account_Number:
Other (requires explanation) I just want my $70.69 back and to make sure any "auto payments" are turned off. I want to be done with this mess and to never deal with either company again. This has been a living nightmare.
October 27, 2017
Revdex.com
Online Complaint
Complaint No: ***
Re: ***
Dear Sir/Madam,
This correspondence is in reference to a complaint filed by Brandie ***. In this complaint, Ms. activated service with Cricket Wireless after being told he would have service in his area. Ms. was unable to activate service after purchasing a sim kit and service. Ms. and is now requesting a refund.
After contacting Ms. on 10/27, we have requested a refund for service. Once approved, Ms. will receive the refund electronically back to her financial institution. Ms. was satisfied with the resolution. Should Ms. have any questions in the future, 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 trusts this explanation properly addresses her complaint.
Regards,
Cricket Wireless, Customer Support
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept that they will be giving me a full refund
Need refund of $111.61 in order to active my two Samsung phones.
Cricket had an online promo for Samsung phones on December 1, 2014. I bought a Samsung S5 phone for myself on December 1, 2014, order # 56581964. The promotion extended to the next day, December 2, 2014; therefore, I purchased a Samsung S4 phone for my husband, order #***.
The S4 phone arrived a few days later but my S5 phone order was lost somewhere in processing. I called Cricket customer service at least 2 - 3 times a week for 30 days looking for my phone. They started a case # and later was closed. They had to reopen with a 2nd case #. Every time I called, there was not anything Cricket customer representative could do for me. I spent at least 15 - 40 minutes each time talking to different representatives about my case.
Finally, on December 24, 2014, I received a confirmation notice that Cricket located my phone order. I finally received my S5 phone on December 29, 2014. Since I started to port my number over from Sprint on the day I ordered the S5 phone, this transaction expired. I had to have sprint port my number over to Cricket again.
I tried to active the sim card which was provided with my S5 phone but realized I could not because the sim card and phone plan expired as well. Neither cricket customer service nor the Cricket stores could do anything about it. I had to purchase another sim card and a phone plan in order to active my phone. In order to avoid the activation fee at the Cricket store, on December 31, 2014, I ordered a new sim card and phone plan for $50.81 through Cricket Wireless, order # ***. The sim card was shipped on January 2, 2015. After I received my sim card, I active my phone through Cricket Wireless.
By this time, it turns out my husband's sim card an phone plan expired as well which I didn't know at that time. He was not able to active his phone earlier because we both were on the Sprint family plan account. Therefore, he couldn't leave Sprint and have me be on an individual plan paying a higher monthly service. He waited for my phone to arrive so we could both leave Sprint together and be on Cricket Wireless.
Since I activated my phone, he couldn't order the sim card through the Cricket.com because it would take 4 - 7 business days to arrive. He needed to leave our Sprint family plan at the same time with me. Therefore, on January 7, 2015, we went to a Cricket store and bought a sim card and phone plan in order to active his phone. The payment came out to be $60.81 ($20 for sim card, $40 for phone plan + tax). I was able to negotiate with them to waive the activation fee after they learned of what I've gone through. We are currently on a group plan, account # 606251428, under Benson Huey.
I had called Cricket customer service and tried to get my money back of $111.61 but no one could do anything back then in 2015. I understood they hired many new employees and they were not trained much or had answers to anything. I had put this issue aside so that I won't be frustrated with it. I knew one day I will need to deal with it again.
Now that Cricket has established themselves, I called on 10/21/17 at 2:43 pm PDT and spent 55 minutes talking to a Cricket customer representative and supervisor about the refund. Again, they told me they couldn't do anything about it. The supervisor said she was the highest rank there.
Therefore, I am trying to resolve his simple issue through Revdex.com. I am hoping this is will be the final place and I do not have to do more with this. Cricket wireless has caused me a lot of frustration and stress.
I would like Cricket to refund me $111.61 for the two sim cards and phone plans.
October 30, 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 purchased two devices, a Samsung Galaxy S5 on December 1, 2014 and a Samsung Galaxy S4 on December 2, 2014. Ms. was porting two lines from Sprint, at the time and needed to process the porting of both lines at the same time. The Galaxy S4 was delivered a few days later after purchase. The Galaxy S5' order got lost. It took a whole month for the order to finally arrive at the house. When they attempted to activate the lines, the SIM cards were expired and the tentative account were also expired, causing the customer to have to purchase two new SIM cards and a new month of service for both lines. Ms. paid $112.61 extra due to a lost order to no fault of their own. A new account was created with the purchase of the new SIM cards. She is asking that Cricket refunds her $112.61 for the two SIM cards and phone plans she purchased.
We researched Ms. account, but the earliest store invoice we found was dated January 7, 2015. We contacted Ms. and requested that she sent us a copy of the invoice dated December 1, 2014. She emailed me the required information, and we immediately submitted a request for the $112.61 refund she requested.
We contacted Ms. and advised on the aforementioned. Ms. was happy with resolution and had no more questions.
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 his concern.
Regards,
Cricket Wireless, Customer Support
I was previously with Verizon.I wanted to switch to lower my monthly payments.(I have young kids and every penny counts.)I had lost my phone(with service still activated from Verizon)I went into A Cricket Wireless Store. Waited patiently for 45 minutes. Bought a new phone, started up a monthly plan. Before activatation, I asked the cricket wireless worker if he could put my number on my new plan. He said no. (he knew my service was still activated with Verizon. ) I said OK. Paid for a $130 phone not including taxes and fees. I called Cricket customer service and was having trouble getting through so I decided to call a nearby cricket store(not the one I had my phone activated from) I then proceeded to tell the woman how I was trying to figure out how to switch my number. She explained that it was supposed to be done before activation.She also asked me why I didn't receive a new phone.. I asked why would I get a new phone and she let me know that I was eligible for one since I switched from a different provider. She told me to come in and that she would help me. When I arrived she had me wait because she was waiting for confirmation from the general manager.I waited a while but I had to leave. Gave her my number and she said she would give me a call back.I never received a call that day so the following day I called and she told me I have to go to the guy that activated my phone.I called and he happened to answer.He then told me I was lying that I never asked him to put my current number on my new plan.I assured him I did ask him and he told me he couldn't do it. He replied that he was busy.I told him I understand you were busy but that isn't my fault.I then asked him why I didn't receive the new phone promised to customers switching providers. He said because you lost your phone.I said yes I did but I still had service activated with Verizon.He then got ugly and said why did you switch.I asked for him to have the manager contact me.every time I call they say they will contact me but never do.
Product_Or_Service: Other //Unlimited
Account_Number:
Other (requires explanation) I would like my money back from the phone I purchased that was supposed to be free. Or 3 free monthly service payments. False Advertising is against the law :(
November 2, 2017
Revdex.com
Online Complaint
Re: ***
Complaint ID: ***
Dear Sir/Madam,
This correspondence is in reference to a complaint we received from ***. In the complaint, Ms. states she was never offed the promotion that she qualified for at the time of purchase. Ms. explained that she was sold a new device without being informed on the ability to port her number from her provider. Ms. is requesting a refund for the device she purchased that was supposed to be free of charge or three months of free service.
We contacted Ms. on November 1, 2017 and advised her that we have escalated this complaint with Mr. and Mr., the Area Manager and Authorized Retail Store manager, to handle locally. Mr. offered Ms. a credit of a free month of service. Ms. was satisfied with the explanation and the resolution we provided 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
On September 16th 2017 I walked into the Cricket Wireless store my was helped by woman named *** she switched my service from Boost Mobile to Cricket Wireless I was signing in to Cricket Wireless with the end of summer promotion which you get to choose between 3 free phones I chose the LG Fortune she was taking forever I was being patient after she put in the SIM card backwards and ask for help through the whole store to get it out I didn't ask her if she could please hurry I had to be at work she said she has to make my email for me and I could be on my way I even told her no it's okay I have an email that I'm going to put on there she proceeded to make an email for me I get home with what I believe is a brand new device I checked my email before I have to get to work I instantly get a data usage error mind you I just got this phone 20 minutes ago so I called customer service 1 800 number I speak to a representative I gave her the phone's IMEI I tell her the data usage error popped up she then told me that this was a refurbished phone I didn't tell her that I was supposed to receive a brand new device she then tells me yes the end of Summer promotion is supposed to give the customer a brand new device she then tells me that I should go down to the retail store and talk to them and sort it out and if I can't get the help that I need for me to contact back to customer service so on my way to work I stopped at the Cricket Wireless store the same lady that helped me switch my service was still there I told her that she gave me a refurbished phone and I want another phone she then proceeded to tell me that I have to pay a $25 restocking fee I told her she's out of her mind and I want my money back mind you I just purchased this promotion not even an hour ago she tells me I can't get my money back I'm late for work already so I tell her that I will be calling and contacting whoever have to contact in order to get this taken care of she just smiled at me and I left.
Product_Or_Service: LG /Lg m153/Unlimited $60 plan
Account_Number:
Other (requires explanation) I want my money back and I want that store to have to answer to someone to why they're selling or supposed to be selling promotions with brand new devices and instead doing them with refurbished devices.
November 1, 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. was taking advantage of a promotion for a free device when switching over to Cricket Wireless. After working with the store advocate to activate her seemingly new device, Ms. later found out through the Crickets call center that the phone was a refurbished device. Ms. went back to the store with hopes of getting a new device and she was told she would have to pay a restocking fee in order to receive a new device. Ms. is requesting a refund for her service.
We attempted to contact Ms. via phone, but we were unsuccessful. For this reason, we are unable to provide a resolution at this time. Should Ms. like to discuss her complaint in further detail, 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 look forward to speaking with her.
Regards,
Cricket Wireless, Customer Support
(The consumer indicated he/she DID NOT accept the response from the business.)
I have not received a phone call I have however got an email that I replied to multiple times and no one has responded I have proof of this I have called the number many times that was in the email and no one has responded I continue to try to reach out in every way but no one has tried to help me !! This is ridiculous.
(The consumer indicated he/she DID NOT accept the response from the business.)
I have spoke to someone finally and I did not get anywhere as he told me that cricket wireless does not sell refurbished devices and he also stated I was lying about the phone being refurbished he also stated that they cannot give me my money back for the service because I already use the service and the phone was free with the promotion so I should not be looking forward to any money that's what the man told me, but it was supposed to be a brand new device with the promotion and the device was not brand new that is false advertisement and that is wrong it is also wrong that I am being called a liar, 20 minutes after purchasing this device I come home and check my email and I get a data usage error and mind you this is 20 minutes after purchasing the promotion and the phone does not charge over 40% I went back in there right to the retail store after this happened and they said I cannot get my money back and I would have to pay a $25 restocking fee if I want a different device and I have went in the the retail store three times since then trying to get my money back and no one has helped me or tried to contact me from the retail store and I have complained to more then one place because this is not right. A business has a responsibility and cricket wireless is not being responsible for what is happening to me as a paying customer only 20 minutes after being a customer I have had so many issues and no one has seem to handle this issue and I am having to deal with just the fact of losing money so therefore it is wrong and I will go further if something is not done about this situation.
November 15, 2017
Revdex.com
Online Complaint
Complaint No: ***
Re: ***
Dear Sir/Madam,
This correspondence is in reference to a rebuttal filed by ***. Ms. states she was sold a refurbished device when it should be new device. Ms. states that we nor the store have not reached out to here and she has tried to contact us. Ms. is requesting a refund.
As previously stated we have made several attempts to contact Ms.. The store where Ms. had made her purchase had also reached out via phone and email. They have not received a call back or response from Ms.. Please see the stores response below:
We have researched the transaction with Store Manager. The Authorized Retailer has provided the invoice. The customer went into the Spacetels new location in Earlimart California. They purchased a NEW LG fortune and signed up for service. Spacetel was running a promotion with Port for Free and had an instore promo of waiving the connection fee. The customer only paid for the 1st month up front. Per the customer's email, she is saying she saw a "Data usage notification" from the phone. This sometimes happens based on the setting of the phone. This is not a Cricket official data notification. The customer says she called customer service and was told the Authorized Retailer sold her a used phone. We have also researched the IMEID. The device was never sold or activated before this customer. The Customer went back to the store and the store manager explained to the customer what the data usage notification meant and the phone was a new phone. The customer wanted her money back for the phone which she paid for the service only and nothing for the phone. The Store Manager offered to exchange the phone out for another one of the same phone but the customer said she did want that model phone and did not want to pay for anything. Manager explain the return policy and how the customer could get a phone of the same model if she wished or a different model and pay the price difference. The customer refused, then left.
After receiving the emailed complaint from the customer I called the Authorized Retailer and we worked together and researched the above. The same day we also reached out to the
customer by phone and email. Since then we have left multiple messages and emails every day since, to see how we can satisfy her needs. The customer has not returned our emails or phone messages. We are happy to help her but she has not contacted us so we can know what it would take to make her happy.
We will continue to reach out to the customer to resolve this.
My colleague has informed Ms. of the same information regarding her duplicate case. We are requesting a close to the case at this time.
Regards,
Cricket Wireless, Customer Support
The manager of the CRICKET store, Al Castro, showed us a map of coverage in the area of our house that showed complete LG4 coverage. He promised that we had service. There is in fact NO SERVICE within miles of our house. Al refunded our activation fee the next day when we cancelled but CRICKET will not refund $90 for the first month of service that we paid for but never received.
Account_Number:
Other (requires explanation) I would like the $90 credited back to the credit card for the month of service that I paid for but CRICKET did NOT supply.
October 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, Mr. activated service with Cricket Wireless after being told he would have service in his area, according to the coverage map. Mr. returned to the store requesting a refund for service. Mr. was refunded the activation fee and is now requesting his initial service payment.
After contacting Mr. on 10/20, we have requested a refund for service. Once approved, a check will be sent to Mr. via UPS. He understood and was satisfied with the outcome. Mr. also understood that once approved, it will take 3-5 business days to receive the refund. Should Mr. have any questions in the future, please contact *** at ***. If we are unable to answer, please leave a voicemail and we will respond accordingly.
We thank Mr. for his communication and trusts this explanation properly addresses his complaint.
Regards,
Cricket Wireless, Customer Support
can`t get my iphone 5s unlocked.Followed all the company rules posted on a web page. Activated the phone on 3/28/2017 and had a paid service with the carrier for over 6 months afterwards.I have tried to get help for 3 times over the phone with Cricket:1st. Opened request and asked to wait for 5 days2nd. Opened urgent request and told to wait another 4 days Callind after as a reason of denied request was told the phone was not used long enough on Cricket3rd Service was prepaid untill 10/10/2017. As a solution was adviced to prepay unlimited service and prolond my suspended account in that way I ll get my phone unlocked!!Why I have been told different reasons of not getting what they suppose to provide!
Product_Or_Service: Apple /5s/unlimited
Account_Number:
Other (requires explanation) get it unlock would be a perfect solution or exchange for one that works with different GSM carriers also good.Thanks.
October 24, 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 Cricket Wireless refuses to unlock his cellphone so that he can use it with another carrier.
Cricket's Device Policy requires customers to meet the following requirements prior to unlocking their device:
The device you want to unlock has been active for at least six (6) months of paid service or you are on an unlimited data plan.
The device you want to unlock is designed for use on and is currently locked to Cricket's network.
Your device hasn't been reported as lost or stolen.
Your device isn't associated with a fraudulent account.
Our Unlock Policy can be found online at ***
Acceptance of our Terms and Conditions with Cricket Wireless begins by doing the following, but not limited to, giving us written or electronic signature or telling us orally that you accept, activating service, paying for service, and attempting to use or in any way using the service.
After several unsuccessful phone attempts we e-mailed and contacted Mr. on October 23, 2017 to further explain our Terms and Conditions. We have determined and communicated to Mr. that he has not met the necessary requirements in order to unlock the device.
We thank Mr. for his communication and trust that this explanation properly addresses his complaint.
Regards,
Cricket Wireless
Customer Corporate Relations
(The consumer indicated he/she DID NOT accept the response from the business.)
Just wanna provide mailing conversation with responder.
Phone was purshased and sim card was inserted on 04/01/2017. Service was paid untill 10/10/2017. The rest is to your judgement.
Conversations begin with most recent.
Wed, October 25, 2017. 07:34
Dear ***. It took me alot of time and effords to determine the reason my request was not fulfilled! With your last response that reason was finally determined as "was not used actively during the entire time".
In my opinion it is a violation of my costumer rights! It is a limitation of human rights to tell how to use your equpment! USA is an emigrant country! I travel alot! Think how would I actively use a locked phone, if I was out of country for a whole time for example
Sent from my LG Mobile
Best wishes***
Thank you for your fast response. We do not disagree that you did have active service but the device was not used actively during the entire time. We show a different device in use during a portion of your service.
Kind Regards,
***
Customer Support - Escalations
Cricket Wireless
Original Message Follows: ------------------------
Dear ***!
The phone Im trying to unlock was on a paid service for more than 6 months, so according to provided link its elligable for unlocking!
The device you want to unlock has been active for at least six (6) months of paid service
And thanks I dont want to resume any service with you
Please note! Phone was purchased and activated on April 1st 2017. Service was paid by October 10th 2017.
Regards,***Sent from my LG Mobile
------ Original message------
From: Cricket Customer Support
Date: Tue, Oct 24, 2017 20:14
To: ***;
Cc:
Subject:'-Case ID'Cricket Wireless ***
Greetings Mr.,
My name is *** and I am an Escalations Manager for Cricket Wireless. I am handing your Revdex.com complaint number ***. In your complaint you mention that Cricket has refused to unlock your Apple iPhone 5S. I have attempted unsuccessfully to contact you via telephone at ***. Your request to unlock the device were based on the Terms and Conditions found at: ***.
Please note the first bullet point:
*** The device you want to unlock has been active for at least six (6) months of paid service or you are on an Unlimited Plan (including promotionally priced versions).
If you would like to resume service and upgrade to the $60 unlimited plan or maintain service for a longer period of time, we will be more than happy to unlock your device. If you prefer to discuss our Terms and Conditions, please feel free to respond to this e-mail or call me at 404 469-0903.
Thank you for choosing Cricket Wireless.
Kind Regards,
***
Customer Support - Escalations
Cricket Wireless
November 3, 2017
Revdex.com
Online Complaint
Re: ***
Revdex.com Complaint ID: ***
Dear Sir/Madam,
This correspondence is in reference to a rebuttal complaint filed by ***. In the original complaint, Mr. states that Cricket Wireless refuses to unlock his cellphone so that he can use it with another carrier. Mr. does not agree with the response provided by Cricket Wireless.
To reiterate, acceptance of our Terms and Conditions with Cricket Wireless begins by doing the following, but not limited to, giving us written or electronic signature or telling us orally that you accept, activating service, paying for service, and attempting to use or in any way using the service.
As a reminder, Cricket's Unlock Policy can be found online at ***
Cricket's Device Policy requires customers to meet the following requirements prior to unlocking their device:
The device you want to unlock has been active for at least six (6) months of paid service or you are on an unlimited data plan.
The device you want to unlock is designed for use on and is currently locked to Cricket's network.
Your device hasn't been reported as lost or stolen.
Your device isn't associated with a fraudulent account.
Cricket escalations manager, *** tried to speak with Mr. on November 3, 2017 to reiterate the aforementioned. Mr. has not met the necessary requirements in order to unlock the device.
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 thank Mr. for his communication and trust that this explanation properly addresses his complaint. Mr. may contact *** if he has additional questions or concerns.
Regards,
Cricket Wireless
Customer Corporate Relations
On 9/16 my wife and I visited the Cricket Wireless store (operated by Mobile Link) in Lebanon, IN to enquire about switching our family plan from ATT to Cricket. We provided them a list of needs, mainly to have a mobile hotspot attached to my phone since this is something I use extensively for work. The store manager (***) along with a new trainee (***) were more than happy to get me setup and all of my numbers ported over. The next day, I noticed that I was not getting data on my phone and I returned to the store to troubleshoot. We spent about four hours working on the issue (including my travel time) and I worked with *** (again) and ***. After 3 Cricket tech support people, two SIM swaps, and a factory reset of my phone, it was determined that my number was never setup for a data plan. After this was corrected, it was determined that it was impossible to add mobile hotspot services to my phone despite the fact that my ATT phone had this feature available when I used ATT (note Cricket is an ATT owned company operating on the ATT network). At this point, the staff showed me a list of eligible devices for hotspot, noting that this service was never available to me because my phone was not on the list. Since ***, the regional manager, was not in the store, I was told that I needed to *** directly to get some sort of credit for the waste of my time due to my account being setup wrong as well as to find a better solution to tether, as buying a new phone to replace my working $750 phone was not a reasonable option. I was able to reach *** on 9/19 and we spoke for about 10-15 minutes. He asked for a couple days to figure out what happened and get back to me. That never happened. I tried on multiple occasions to reach him and spoke with ***, ***, and another store manager (***). Never once did *** return my call, and for two weeks this was the scenario. I happened to in town on 10/2, so I visited the store and was introduced to ***, who supposedly would be able to help me with this mess. Bill gave me his contact information, but like *** before him, I never heard from him despite multiple attempts to reach out. On 10/9, *** finally called me back and noted that I needed to come into the store again in order to get this arranged. I was out of town that day, but arranged an appointment on 10/13 to make it into the store. It was at this point, that I was informed by *** that they essentially had no solutions for me short of purchasing a new phone. Mobile hotspots were not available and enabling the mobile hotspot feature is not something they can verify until after a phone is ported over. Essentially, what he told me is that he no way of verifying if he could provide me the service I asked for (which isn't technically true as a list exists, he simply didn't know about it), but he was more than happy to port me over regardless and simply leave out the critical piece of information that would have caused me to consider other options. I was further insulted when I was told that my 'compensation? for four hours of lost time due to account being setup incorrectly was a grand total of $5. My account was setup incorrectly from the start costing me a 4 hours of time, plus a factory reset of my phone and I was given a $5 discount for my trouble. I was further told that they had no tethering solution for me. They don't sell mobile hotspots and that my only solution would be to buy a new phone and throw away my perfectly good phone. They would be 'so kind? as to waive the activation fees, but they would provide me no additional service on top of that.In summary, *** knowingly withheld key information that would have had me rethink my option and instead sold me a plan he could not deliver. He and his team further complicated this by setting up my account incorrectly wasting an entire afternoon. My compensation for this was $5 and an agreement to waive fees on a new phone that I need to pay for. This is unacceptable.
Product_Or_Service: Other /HTC M8/
Account_Number:
Other (requires explanation) I would like to be reimbursed for all setup fees and the first two months of fees given that to date, I still do not have what was offered to me, and I have yet to be reasonable compensated for my time. I would also like the hotstpot that promised to me, whether that be through an upgraded phone that they pay for, a mobile hotspot they provide, an app that does it, or simply removing the ATT software that prevents me from using it.
October 23, 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 went into a Cricket store (Mobile Link in Lebanon, IN) to port his lines from another carrier and was advised they would be able to use a hotspot. He found that one of his devices would not work with that service. He states he returned back to that store for assistance and was denied. He states he feels the Agent provided him with incorrect information and wants to be reimbursed for all set up fees, and the first 2 months of service and also be provided what he was promised.
We spoke to the area manager of that store location who states he worked with the Authorized Retailer to ensure they will waive any activation fees and will also deduct $50 from the regular price if the customer chooses to upgrade their device to a hotspot enabled unit. If this customer is okay with proceeding we will apply a $50 service credit as well. The retailer has already returned the activation fee ($25) to the customer, and has applied a credit $5.00 for the rate plan error.
Basically with the discounts he has already received, the discount of the device as well as the Credit we applied he is getting $130 in different forms of compensation to make the situation right. We cannot meet his demands exactly but with being a no contract product it's hard to extend much further. Mr. agreed with the store's offer.
We apologized to Mr. for any inconvenience or poor service he felt he received. Cricket strives to provide excellent service and we regret when that high standard is not met. We thank Mr. for his communication and trust that this explanation properly addresses his concern.
Regards,
Cricket Wireless
Customer Corporate Relations
(The consumer indicated he/she ACCEPTED the response from the business.)
This is more reasonable. Thanks.
To whom it concern I would like to file a complaint against Cricket Wireless Communications,The reason for this complaint is because Cricket Wireless received payment and failed to deliver service nor did they refund me. On October 12, 2017 I *** paid the $70 for the two phones under my account. On October 14, 2017 the phone associated with the number ending in *** was stolen. Due to the facts I called into Cricket Wireless after failed attempts to locate the device using the Google Tracking feature online. The representative informed me that I could temporarily suspend service to the device and also recommended me to wipe the phone clean to prevent anyone accessing the device in which I did. On October 15, 2017 I have received word from a neighbor on who had my phone and moments later my phone was recovered. I then called into Cricket Wireless approximately around 9:20 PM and the operator has informed me that if I would like to restore the line to my account I would have to repay the monthly premium plus the activation fee. This is unacceptable. The phone has only been on for two days and maybe a total of four calls and fifteen text messages at max before the incident. I paid $35 for that and now you want me to pay another $45 to restore it? The operator informed that the suspension was temporarily before I gave the consent to do so. This is absurd and robbery as well. As a valued customer who has been with Cricket for maybe 3+ years this should have resolved without any questions. I would have been ok with a credit to the account at least.
Product_Or_Service: LG //UNLIMITED WITH BANDWITH
Account_Number:
Other (requires explanation) I would like my phone service and original number restored at no additional cost and maybe a credit for the hassle. If you truly value your customers this issue will be resolved without further discussion.
October 24, 2017
Revdex.com
Online Complaint
Complaint No: ***
Re: ***
Dear Sir/Madam,
This correspondence is in reference to a complaint filed by *** regarding Cricket service. In his complaint, he reports that he called Cricket Wireless on October 14, 2017 requesting the line ending on *** be suspended due to the device being lost or stolen. He states that the customer service representative told him that his line could be suspended temporarily. The next day, on October 15, 2017 he found the device and called Cricket Wireless requesting we restore the service. He was informed that in order to restore his service he would need to pay for a month of service plus the activation fee. He states he was not provided this information beforehand. Mr. is requesting his service be restored at no additional cost.
We contacted our Quality team and listened to call in question. We found that the agent reminded Mr. that the due date goes through Nov 11 and he will not receive a refund/credit for dates where the service was unused. Mr. agreed and stated he plans to cancel plan all together next month. The agent also advised him, if he decides to reactivate the service there would be a monthly plan charge and an activation fee.
Please note that per Cricket's Terms and Conditions "You will not be entitled to any refund or credit for the unused portion of your account balance if you decide to cancel service before your monthly service period ends." Once the account is cancelled, a reactivation fee plus 1 month of service will need to be paid to restore service. For more information please visit: ***
We contacted Mr. and advised on the aforementioned. He understood and had no more questions.
We apologize to Mr. for any inconvenience or poor service he felt he received. Cricket strives to provide excellent service and we regret when that high standard is not met.
We thank Mr. for his communication and trust that this explanation properly addresses his concern.
Regards,
Cricket Wireless, Customer Support
The phone is over heating and not holding a charge. Called the store once I got to a working phone and store is stating that I only had 7 days for buyers remorse, I explained it wasn't buyers remorse I need a working phone and at no time did the sales person or the manager explain I had only 7 days to report issues of any kind, they stated they were not able to help me, and that I needed to call an 800 number since I did not buy there warranty, I explained the phone was not dropped or damaged it is a defected phone they stated I still needed to call the 800 number, so I called the 800 number and after going through an automated system, I finally got an agent that started me being transferred from agent to agent and never got a Supervisor or an agent that helped or offered any solution. Now I would like a refund after attempting to just get a working device and failed.
Product_Or_Service: LG/ unlimited plan
Order_Number: 10/05/2017
Account_Number:
Refund A refund due to the POOR customer service an no offer of them to replace the device.
October 26, 2017
Revdex.com
Online Complaint
Complaint No: ***
Re:***
Dear Sir/Madam,
This correspondence is in reference to a complaint filed by Ms.. In this complaint, Ms. states that she was not educated about the Cricket Wireless return/exchange policy, and experienced poor customer service from a local Cricket Wireless Authorized Retailer.
We spoke with Ms. via telephone on October 26, 2017 regarding her complaint. Ms. informed us that the District Manager for the local Authorized Retailer reached out her, and offered to exchange her device outside of the seven day return/exchange period. Ms. is satisfied with the resolution provided to her by the local District Manager.
We have provided Ms. with our contact information if she requires additional assistance or has any questions.
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 changed my autopay card and did not receive the autopay discount.
I have been on autopay with Cricket for over a year now. I had to cancel the card my autopay was set up with so I cancelled autopay and set it back up a week later when I received my new card in the mail. When I paid my phone bill through their automated system I could not get a hold of a real person and had to pay the full $40 without the advertised autopay discount. When I contacted their customer service, they were rude and argumentative and they also refused to refund the additional $5. I have been a cricket autopay customer for a long time and only briefly cancelled it to change the card information. For that I am being punished and charged extra. I would like cricket to refund the $5 autopay discount to my card.
A $5 refund since I enrolled in autopay.
October 26, 2017
Revdex.com
Online Complaint
Re: ***
Complaint ID: ***
Dear Sir/Madam,
This correspondence is in reference to a complaint filed by Ms.. In the complaint, Ms. alleges that she changed her Autopay card and did not receive the Autopay discount. Ms. claims that she cancelled the credit card she was using for her Autopay draft so she cancelled Autopay and set it back up a week later when she received her new credit card in the mail. Ms. is requesting $5 credit for Autopay discount.
We contacted Ms. on October 26, 2017 via email to amicably resolve her complaint and advised her that at the time that her bill was due she was not enrolled in Autopay. And there is no Autopay discount when you make payment over the IVR therefore she does not qualify for the $5 Autopay discount, however a one-time courtesy $5 credit was applied to her account. Ms. was satisfied with the explanation and resolution we gave 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
When I purchased my plan I was told that if I didn't pay my account that I had 90 days before my service would be discontinued however then 60 days latter I cant reactivate my phone... Also I had signed up for there insurance plan just to be told when my phone did break that my insurance plan wasn't active even though I was paying for the service...
Product_Or_Service: Samsung //
Account_Number:
Other (requires explanation) I would like my number recovered so that i can transfer it to another service or my money for my phone and the insurance services repaid as well as the months that i had service with them...
October 25, 2017
Revdex.com
Online Complaint
Complaint No: ***
Re: ***
Dear Sir/Madam,
This correspondence is in reference to a complaint filed by ***. In this complaint, Ms. states she was advised once her account is cancelled she has 90 days to recover her phone number before it is no longer retrievable. She also states she was paying for insurance and she was unable to file a claim.
We contacted Ms. and apologized for the misinformation she received. We then explained that she only has 60 days before the account is completely canceled and the number is non-retrievable. We also advised Ms. that once the account is canceled, the insurance is no longer active, therefore the insurance claim will be rejected. Ms. was not satisfied with our resolution.
We value Ms. feedback and apologize for any inconvenience or poor service she felt she received.
Cricket strives to provide excellent service and we regret when that high standard is not met. We thank Ms. for her communication and trust that this explanation properly addresses her concern.
Regards,
Cricket Wireless, Customer Support
(The consumer indicated he/she DID NOT accept the response from the business.)
They did nothing to satisfy my needs. I explained that I was paying for my insurance and the company said I never had insurance on my phone so when it broke I couldn't have it fixed. I am highly dissatisfied and wont be recommending cricket to any if my friends or family.
They are unprofessional and very rude when I call about making a payment they system block my account for a few payments being charge back only because someone stole my card information and I had to report all charges that was on my account when the payment took place my card was frozen and it kick the payment back that happen to mean several times so only thing I did was explain to them what happen and I was block for awhile to use that type of payment but it was supposed to be lifted off after 30 days but it hasn't when I call to see what they could do I was told by the representative that it's nothing they can do can't change their system no one can do what I want to understand is how is that ur system is controlling everything and it's nothing u can do at all and u was rude telling the information. Now my phone is off and I have to take off to go pay the bill additional to what I already paid to get my phone back on plus the money I paid I lost out of it which is not fair when I call u to make my payment. Out of the 6 years being a loyal customer u may have had 3 charge backs and none was my fault smh bad customer service. So I wast paying 50 cuz they wouldn't let me pay the remaining balance over the phone!!! I will be taking my business elsewhere .
Product_Or_Service: Apple /iPhone 7plus/Unlimited
Account_Number:
Other (requires explanation) To refund my money that I lost out which was 50 because they still cut my phone off and I had to pay 110 to get it back on.
October 20, 2017
Revdex.com
Online Complaint
Complaint No:***
Re: Ms.
Dear Sir/Madam,
This correspondence is in reference to a complaint filed by Ms. regarding Cricket service. In this complaint, Ms. stated she made a payment of $50.00 for a Bridge Payment. She states Cricket Wireless wouldn't allow her to use her credit card to make the remaining payment and prevent her service from being interrupted. She is asking for a refund of the $50.00 she paid for the Bridge Payment.
Upon reviewing Ms. account, we discovered there were a few credit card charge backs on her account which caused a credit card block to be added to her account. The only type of payments that would be accepted are cash payments.
We contacted Ms. to explain our findings. Ms. stated she has not been able to make a payment with any credit card. We explained why the block was added to her account. She explained she had several issues with her credit card even had to change her financial institutions. She also stated when she called in to process the payment she was rudely treated by one of our customer service representatives. She states the representative was very rude to her and wouldn't remove the block for credit card payment just that one time so that she could have prevented the interruption.
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 explained to Ms., that there was a Bridge payment set up and the remainder had to be paid in full on or before the seventh day. She wasn't able to make the remaining payment with a credit card and that is what caused her service to be interrupted. Once the service becomes interrupted the temporary Bridge payment is removed and the full account balance is due. Once that happens we wouldn't be able to issue a credit for any payments made. We also explained that we would provide additional coaching/training to our representatives to insure they are providing excellent customer service.
We are sorry we were unable to meet Ms. request, and trust that this explanation properly addresses her complaint.
Regards,
Cricket Wireless, Customer Support