Cricket Wireless Reviews (%countItem)
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Cricket Wireless Rating
Description: Cellular Telephone Service & Supplies, Cell Phone & Tablet Equipment, Supplies & Repair
Address: 575 Morosgo Dr NE Fl 2, Atlanta, Georgia, United States, 30324-3300
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Opened a bridge pay, was told we would get 7 days to pay our remaining half of the bill. They cut the phone off on day 6, then charged a full months bill to restore service. They basically robbed us of $60 because they are prepaid and think they can get away with it. Customer service is crap!
Product_Or_Service: Apple /iPhone 6s Plus /Family
Account_Number:
Other (requires explanation) Either refund back my 60 dollars or apply it to my account correctly.
September 13, 2017
Revdex.com
Online Complaint
Re: ***
Complaint ID: XXXXXXXX
This correspondence is in reference to a complaint filed by ***. In the complaint, Ms. Mcknabb states that she was properly informed of the Bridge Pay Terms and was not aware that she would be required to pay a full month of service if she failed to make the second payment. Ms. claims that her services were suspended on the 6th day and she's requesting a refund or credit of $50.
Bridge pay is a program that offers customers an extension of up to seven days to pay their monthly service charges. Enrollment into this program requires a partial payment, based on the customer's price plan, and assesses a $5.00 program fee. As per Cricket`s Bridge pay Policy the customer does not make the second payment within seven days, their account will be suspended. The customer will be required to pay their full monthly total for the next month to restore your service, and their new Cricket Pay Date will be the day that they pay.
On 08/30/17, Ms. enrolled in Bridge Pay and made the required partial payment. The remaining balance was due by 09/05/17. Failure to make this payment would void the Bridge Pay agreement, and the full monthly balance would then become due. Ms. account was suspended for non-payment on 09/06/17.
We contacted Ms. on September 13, 2017 to amicably resolve her complaint. We explained the above policy on Bridge pay and advised her that no credit is due to her, however we offered Ms. a $30 courtesy credit, but she declined. Ms. was not satisfied with that explanation that we provided her.
We thank Ms. for her communication and trust that this explanation properly addresses her complaint. 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.
Regards,
Cricket Wireless
Customer Corporate Relations
***
*** XXXXX
(The consumer indicated he/she DID NOT accept the response from the business.)
I was never offered a $30 credit. I asked about the price of disconnecting 2 lines and was told $70 or $90 and told that's what would take to turn the lines back on. There is no disclaimer on the phone line that says if you pay at th end of a business day Wednesday that 7 days starts as Tuesday midnight. If he is able to offer such courtesy credits why did he not to do so to the extent of fixing the problem and only partially?
I bought this phone thru cricket and I called on august 14 for them to unlocked the phone, today sep 3 the phone still locked, now I have another case number and my phone still lock, this is unbelievable, and I bought another iphone thru apple and it was unlocked and for some reason my phone is locked, apple is telling me they do not lock or unlocked phone once the phone is pay in full that it will be my provider, my provider is telling me they do not have any record of my phone becuase I bought it thru apple, I spent all sunday trying to figure this out and still my phone iphone are locked,
Product_Or_Service: Apple /iphone 7 plus/asbel lazo
Account_Number:
Other (requires explanation) to please unlocked both of my iphone
September 21, 2017
Revdex.com
Online Complaint
Complaint No: ***
Re: ***
Dear Sir/Madam,
This correspondence is in reference to a complaint filed by ***. In this complaint, Ms. states that she has made several attempts to unlock her device's and has been unsuccessful. She also states that she purchased an iPhone directly through Apple and when it was activated on Cricket's network, it was locked as well.
Upon reviewing the account, it was determined that Ms. has already unlocked her device. We called Ms. to provide the aforementioned, and she stated the devices aren't unlocked. We advised Ms. of the proper process to complete the unlock and she expressed that she has already completed the required steps. We sent the instructions via email, along with screenshots confirming the devices have been unlocked by Cricket Wireless. We suggested that Ms. change SIM cards, or contact Apple if she continues to have issues with using the devices on another provider's network. Ms. did not seem confident with our resolution; however she took the information we provided and will contact Apple or her new service provide should she have any further problems.
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 bought the Samsung Galaxy S 5 online at Game Stop. When I am at home I do not have signal. I do have If I walk a half mile away from apartment. The Straight Talk other phone I have works inside my apartment. The Cricket phone Does Not. When other family & friends come over there phones work inside my apartment. Yes I did bring my phone to Cricket Wireless. I did pay them to activate it & I paid for the monthly plan.
Product_Or_Service: Samsung /Galaxy S5/Basic Plan
Account_Number:
Other (requires explanation) ReFund of $ 87.37
September 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. states that he initiated service and had little to no coverage of the course of the first month. Mr. has since suspended his account and is requesting a refund for service.
We contacted Mr. on 9/20/2017. After research and discussing the issues that took place over the month, we are requesting a refund for the $40 service payment. Once approved, the refund will be sent out via check. Mr. has provided his address for the check to be mailed. He is satisfied with the outcome.
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
I paid $60 on august 30 for bridge payment, you have 7 days to pay remaining balance or your service is suspended. On September 6 I went to pay remaining balance of $50 it showed my services was suspended and that I owe &90. I called cricket and called again on aug 7, now bill is $100. This is ridiculous and they are robbing people of there money.
Account_Number:
Other (requires explanation) I will stay a customer if the billing was adjusted and I paid the $50 that was owed not no extra. I have been a loyal customer and pay my bill every month.
September 14, 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 on August 30th, 2017 she enrolled in a Bridge Pay extension, and paid $60. On September 6th, 2017 she went to the store to pay the reminding of her balance, but she was informed that account was suspended and she owed $90. She called again on September 7th, 2017 and the balance due was $100. She is requesting the make an adjustment to her bill so she can pay the original amount that was due.
We researched Ms. account and found that she enrolled on the Bridge Pay extension on August 30th, 2017. The Bridge Pay end date was September 5th, 2017. Please note that enrolling in Bridge pay will give the customer an extra 7 days of service. It starts on the day of enrollment. For more information please visit: ***. Our records also show that a text message was sent to Ms. on September 4th, 2017 advising "your Bridge Pay period is almost up. No problem! Pay $50 BEFORE 11:59 PM central time on 09/05/17".
We contacted Ms. and advised on the aforementioned. Ms. states that she was never told that the BP period started the day of enrollment, and she did not receive the text message advising the due date. We made a onetime exception and we were able to come to an amicable resolution that Ms. was happy with.
We thank Ms. for her communication and trust that this explanation properly addresses her concern.
Regards,
Cricket Wireless, Customer Support
Couldn't fix the issue at hand never tried to resolve the issue neither.
N/a
N/a
September 12, 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 we couldn't resolve her issues with cricket services.
We attempted to contact Ms. on multiple occasions via phone and e-mail with intent to amicably resolve her complaint, but were unsuccessful. For this reason, we are unable to provide a resolution at this time. If Ms. would like additional assistance she can contact *** 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 complaint.
Regards,
Cricket Wireless
Customer Corporate Relations
I ordered a phone online and was told that Cricket canceled my order.No good reason, just excuses. This happened twice already.
Order number
Correct the problems on Crickets side and to have a better explanation as to why my orderes were canceled.
September 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 he ordered a device online which got canceled without any explanation.
Upon further research, we verified that Mr. order was canceled/intercepted due to inconsistent data between the device, address and the name on the account.
We have attempted to contact Mr. via telephone and email on September 14, 15 and 19, 2017 but was unsuccessful. Mr. was educated about the order cancel reasons on September 5, 2017 by a Cricket Wireless Customer Service representative. He was also instructed to visit a local Cricket Wireless retail location in order to complete the order. On September 8, 2017, Mr. purchased the device from a Cricket Wireless Authorized Retail location. If Mr. requires additional assistance or has any questions, he may contact me,***, at***.
We apologize to Mr. for any inconvenience he felt he received. We thank Mr. for his communication and trust that this explanation properly addresses his concern.
Regards,
Cricket Wireless, Customer Support
I have been with cricket Wireless for 2 yrs. I had issues with the service that I reported to the. The issue was never resolved so I xhange phone carries now I am being told that I cannot redeem the points that I have earned because they never fixed the issues and this has been an on going issues since july. I feel this ia not fair they never resolved the issues and I had to change services and now I xannot get point still is not faur to me as the consumer.
Product_Or_Service: LG /Lg stylo 2/Basic
Account_Number:
Other (requires explanation) I want the points i have been trying do redeem since july. I have reported i couldnt and for months the issues still have yet to be resolved. I just want the points.
September 17, 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 that she has had issues redeeming her Cricket Rewards points stemming from when she reported it to CARE on 7-26-2017.
Ms. was contacted by telephone on 9-17-2017. It was explained to Ms. that we would contact the administrator of the rewards program directly with her on the email so that an explanation and perhaps further resolution could be discussed.
Ms. was included on an email to our Cricket Rewards vendor. She can contact them for further resolution at Cricket Rewards Support ***
The last communication from the Cricket Rewards was the following:
"Thanks for bringing this to our attention.
I took a look at Octavia's information. While I'm seeing that her number is showing up as no longer active on our end, she should still be able to access her Cricket Rewards account.
I checked the ticket history for Ms., and it looks like she was having trouble accessing her account on two separate occasions. The first time (5/7/17), her number was linked to an email address that she no longer had access to. The second time (5/15/17), we offered her a few troubleshooting tips to see if they would help her to access her Cricket Rewards account. We didn't hear back from Ms. after suggesting a few solutions for her, but our team never suggested she wouldn't be able to use her points. In fact, I can see that she has a current balance of 54,066 points that she should be able to access as soon as she logs into your Cricket Rewards account with her ***.
Hopefully this helps, but please let me know if you need any additional information."
We value feedback and apologize for any inconvenience or poor service she felt she received.
For Ms. reference, the Cricket Rewards email was given for further resolution.
Cricket strives to provide excellent service and we regret when that high standard is not met. We thank Ms. for her communication and trust that this explanation properly addresses her concern.
Regards,
Cricket Wireless, Customer Support
My father at 68 years age paid the bill and made a mistake activist brigde pay the bill was paid full. Bc bridge was activated costumer service turned off n made us pay another 70 to have services back on...customer service have always been the worst
Product_Or_Service: Apple //
Account_Number:
Other (requires explanation) Credit the amount of 70 back to the account.
September 18, 2017
Revdex.com
Online Complaint
Complaint No: XXXXXXXX
Re: ***
Dear Sir/Madam,
This correspondence is in reference to a complaint filed by ***. In this complaint, Ms. states that her phone bill was paid in full. Within the same day, her father accidentally activated Bridgepay, resulting in them having to pay an additional $70 to keep their service. Ms. is requesting a credit to her account for this issue.
We contacted Ms. via phone on 9/18. Ms. explained that situation and was hoping to get a credit back since her bill was already paid. We have credited Ms. account for the additional amount as a one-time courtesy. Ms. is satisfied with the outcome. Should Ms. have any future concerns, please contact *** at ***. If we are unable to answer, please leave a voicemail and we will respond accordingly.
We thank Mr. for her communication and trust that this explanation properly addresses her complaint.
Regards,
Cricket Wireless, Customer Support
***
*** XXXXX
(The consumer indicated he/she ACCEPTED the response from the business.)
I accepted it because that's all I was asking for was my 70 dollars back
When I bought the phone with cricket(defiance county) on August 1st of 2017, I also switched plans from my previous provider to them. I was told in person that if I wanted to change my plan that I could at any time whenever I needed too and they would split the difference and I would get my money back. So, I went to the local Cricket on September 1st on 2017 to switch to a cheaper plan($30 plan). The person behind the counter told me that there is no way to change my plan until October and that they would keep charging me a late fee unless I paid the $60 for the month. I feel like I'm being cheated out of my money and lied too.
Product_Or_Service: Other //smart plan
Account_Number:
Other (requires explanation) In this matter, I would just like to change my plan when they said I could in the beginning. I would prefer to pay for the plan I want and now I have a late fee charge(s) that need to be resolved as well. I need my phone turned back on but I don't want to pay for things I'm not using in the plan.
September 15, 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 when she purchased a Cricket Wireless device on August 1st of 2017, she also switched from her previous provider to Cricket Wireless she was told that if she wants to change her plan that she could at any time. Ms. claims that she went to the local Cricket Wireless Retailer on September 1st on 2017 to switch to a lower plan of service ($30 plan), she was told that there is no way to change her plan until October. Ms. request that Cricket Wireless reactivate her service without any extras payment.
We attempted to contact Ms. on multiple occasions via phone and e-mail with intent to amicably resolve her complaint, but were unsuccessful. For this reason, we are unable to provide a resolution at this time. If Ms. would like additional assistance she can contact*** 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 complaint.
Regards,
Cricket Wireless
Customer Corporate Relations
(The consumer indicated he/she ACCEPTED the response from the business.)
I called the number that was provided and got a positive feedback. The information was corrected and resolved.
Complaint taken over phone by Revdex.com Staff - Consumers account number is ***. Consumer signed up with company two years ago $45 package. Cell phone, text and internet service. Consumer would pay his bill in person at the store. Always paid an extra $5.00 to pay in person. Consumer received a text late last year that it would cost an additional $3.00 to pay in person. The bill is due on the third of every month. Consumer always pays on time. September 3 was a Sunday so he could not get into the store in time to pay his bill. Close earlier on Sundays. Consumer always receives a confirmation on his phone when the bill is paid. This month consumer paid online. Paid $45 by debit card. Did not have to pay the extra $8.00 because he was paying online. Consumer received confirmation on his cell phone the bill was paid at 5:08 PM on Sunday September 3. The phone was turned off the following day. Went to local store to inquire why his phone was turned off. Consumer told his bill was $50 and he only paid $45. Consumer paid online instead of paying in person. Consumer was never told his bill went up to $50. Consumer wanted them to refund the $45 and cancel service. Company would not issue a refund. Consumer has no service.
Other (requires explanation) Refund $45.
September 16, 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. says he has a $45 monthly plan. He was advised recently that there would be a $3 rep assisted fee. Mr. states that he always pays his bill on time in the store, however he could not pay it in the store location, and proceed to pay his bill online. He states that he received confirmation his bill was paid and he paid $45. Mr. states his service was then cut off.
Mr. concern was thoroughly researched. It was found that Mr. is subscribed to the $50 Smart Plan, which is $50, not $45. On 9-3-2017 Mr. only paid $45 this is why his service was subsequently suspended because the payment was $5 under.
Per Mr. payment history he has a $50 plan. The payments below are listed:
Payment
09/03/17 *** $45.00 (USD) Credit Card NDO Online NDO2L
Payment
08/03/17 *** $50.00 (USD) Cash NDO TIO ***
Payment
07/01/17 *** $50.00 (USD) Cash NDO TIO ***
Payment
06/03/17 *** $50.00 (USD) Cash NDO TIO ***
Payment
05/03/17 *** $50.00 (USD) Cash NDO TIO ***
Payment
04/03/17 *** $50.00 (USD) Cash NDO TIO ***
Payment
03/02/17 *** $50.00 (USD) Cash NDO TIO ***
Payment
02/03/17 *** $50.00 (USD) Cash NDO TIO ***
Payment
01/03/17 *** $50.00 (USD) Cash NDO TIO ***
Payment
12/02/16 *** $50.00 (USD) Cash NDO TIO ***
Payment
11/03/16 *** $50.00 (USD) Cash NDO TIO ***
We do appreciate Mr. as a long-term customer. Although we cannot offer a refund, a $10 one time courtesy credit was applied to his account to reactivate service.
We attempted to contact Mr. on multiple occasions via phone with intent to amicably resolve his complaint, but were unsuccessful. If Mr. would like additional assistance he can contact *** at ***
We value feedback and apologize 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
Unfair Shady Business Practices
On June 16, 2017, around 6:30 pm, I stopped by at the Cricket Wireless store located at ***' ***, ***, *** XXXXX to inquire about their service. I spoke to the sales associate Mr. (***) and he explained Cricket benefits in a way that it's a real. He stated that there will be $25 per line activation fees (total $125 for fine lines) which will be credited in full after 90 days to my account. I repeatedly ask him to make sure that the amount will be refunded after 90 days. Mr. re-confirmed the amount and he then started to open an account for me. The offer was too sweet to believe and I asked him not to process the order. I told him I will think about it and get back to him. I then left the store. Next day and following day Mr. kept calling me. I then went to the store on June 17, 2017, meet Mr. who reconfirmed to me that I will be getting $125 credit back to my account after 90 days. I then signed up for five lines and paid $233.75 using my bank card.
To make sure that I will be getting $125 credit back to my account, I went back to the store and meet Mr. once in July 2017 and second time in August 2017. Both times, Mr. checked the system and assured me the $125 will be credited back to my account in September 2017. Yesterday (September 2, XXXXX), I went back to the store again to check with Mr. who was no longer with the company. I spoke to new store associate and store owner ***. To my surprise, they told me that the previous person did not enter the information into the system and I am now not eligible for the $125 credit. They were very condescending. They kept saying that there is nothing that can do to help me.
I then called Cricket Wireless customer service and open a case (# XXXXXXXXXXXX).
Later in the evening, I received a call from ***, Cricket Wireless Support Specialist ( Address:*** XXXXX, Ph:***). Mr. told me that I would not be receiving $125 credit back to my account because I transferred the lines from AT&T. Mr. was very combative and wanted me to believe that his company was not doing shady business practice. First of all, up until the evening of September 2, 2017, I was never disclosed that if I am transferring lines from AT&T, I will not be getting $125 credit back to my account. Secondly, I only transfer three lines from AT&T and added 2 brand new lines to my account when I signed up with the Cricket Wireless.
At this point, all I want is a total credit of $191.82 ($125 the activation fees and $ 66.82 I paid to AT&T for the month of June 2017) back to my account.
At this point, all I want is a total credit of $191.82 ($125 the activation fees and $ 66.82 I paid to AT&T for the month of June 2017) back to my account.
September 15, 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 was offered $125.00 for porting over his lines to Cricket.
Upon reviewing the account, we discovered case # *** was opened in regard to him not receiving the promotion and Mr. was contacted by a Cricket Customer Care Representative and advised that he did not qualify for any promotional credits. I contacted Mr. and explained to him that because he ported into Cricket Wireless from AT&T, he did not qualify for the switcher promotion. I offered to apply a one-time credit equivalent to half of the advertised promotional credit. Mr. stated that either he be issued a $100.00 credit, or a full refund for service and activation fees. We advised Mr. we wouldn't be able to honor his request. He then asked for the courtesy credit we offered be issued in the form of a check. We advised him that this was not possible. He continuously refused our offer of applying a one-time courtesy credit to the account.
We value Mr. feedback and apologize 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
My phone stopped ringing about 2 weeks ago. I went to the Cricket store to get the problem fixed. All the store personnel did was call my number. It rang so they handed it back. I explained that I had missed 3 calls while standing outside the store as I had people call. He reset and called my phone again. Thinking the problem was resolved I went home. I still missed every phone call made to me. I went back the next day to the same store. The person working there was very late in opening the store and was in no hurry to help the waiting customers. He did the EXACT same thing and refused to do anything else.I tried to contact Cricket online but there is no #800 and the agent I chatted with told me to resolve the issue, I had to go back to the same store I bought the phone...where I'd gone 2x already with no result.They are unwilling to work with me to resolve this issue and I need a working phone as my father is currently in hospice. I can't miss any calls.
Product_Or_Service: LG /Fortune/
Account_Number:
Other (requires explanation) Knowing that I am having an issue with my phone (that had just been purchased 2 months prior), the agents should have offered an exchange. I would happily take an exchange in phones as I have, until now, been very happy with my service with Cricket. I want them to fix the problem or stand by their product.
September 18, 2017
Revdex.com
Online Complaint
Complaint No: XXXXXXXX
Re: ***
Dear Sir/Madam,
This correspondence is in reference to a complaint filed by ***. In this complaint, Ms. stated that the device she purchased from Cricket has a defective and will continuously ring. She states she visited a Cricket store and let an advocate reset her device, however the problem continued.
We have made several attempts on September 9th, 2017 via phone, September 14th, 2017 via phone and September 15th, 2017 via phone and email and were unsuccessful. For that reason, we are unable to provide a resolution at this time. Should Ms. wish to discuss this matter in further detail, please contact *** at XXX-XXX-XXXX.
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
***
***XXXX
Last year, I wanted to set my dear friend up with a new cell phone provider. I wanted to work with someone other than T-Mobile, Sprint, Verizon, or ATT. Cricket seemed the right choice based on price, promotions, and cell phones. Under my friend's name, *. ***, I set up her account, chose a phone after consulting with the store manager at the location at ***, ***, *** XXXXX. He highly recommended the Alcatel Idol 3 and that is what I selected. My friend already had a cell phone so I kept the Alcatel for myself with which I could use with signing up Cricket service exclusively for myself. A month or two passed. Ms. opted to covering paying for her own calls but I still had the Alcatel Idol 3. Undorrinatrlyz, I was unable to insert the SIM CARD. SIT FOT SRUCK half way into the slot and would not click into place. The phone has never been activated in much less used. I returned to the store, driven to return this useless cell phone and switch it doesn't or upcharge for another.I was very much looking forward to bring myself as a second customer, with up another accoudnt and have the fault cell phone repaired so that I could get up and running. Depaite being ready to sign up immediately. I was told that it would not be done during the course of my new with up. Soe there I stood:ready to out my mondown for an new line of serve. But The shift tells me that the issue cannot be repaired there. It was going to take too long and I wanted power. I called the district Manager 3 times *. ***. The number I dialed include (***) were 3
Product_Or_Service: Other /Alcatel Idol 3/
Account_Number: XXX-XXX-XXXX
Other (requires explanation) A replacement of the cell phone that is not working, whether it is Idol 3 or whatever you have that is equal
September 18, 2017
Revdex.com
Online Complaint
Complaint No: XXXXXXXX
Re: Mr. ***
Dear Sir/Madam,
This correspondence is in reference to a complaint filed by Mr. ***. In this complaint, Mr. states his friend gave him a free phone that she received when establishing her service with Cricket Wireless last year. Mr. friend used her own device on the account. Mr. is now attempting to use that device on a new Cricket Wireless account. Upon attempting to activate the account he found the phone doesn't work. He is now requesting that Cricket Wireless provide him with a new device since that one doesn't work.
We attempted to contact Mr. on several occasions to gather more information, but we were unsuccessful. For that reason, we are unable to provide a resolution at this time. Should Mr. wish to discuss this matter in further detail, please contact *** at XXX-XXX-XXXX.
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 Corporate Relations
I purchased this phone and plan about a month ago, and ever since I have had it it is malfunctioned. dropped calls, no reception in a very well busy area that has great reception. the phone is defected in the battery and the sim card compartment. they had defaults on this phone and was not aware of the defects when I bought it. I am filing because I am trying to go to another carrier for a better service and they wont release the unlocked code for me to unlock this phone nor refund me a new phone for the damages. I also bought a warranty plan for this issues and they claim that my defected phone is not valid to file a claim since I have only had the phone for a month. I want to drop this carrier but they have been rude and uncooperative. I am now being forced to buy a new phone because they specifically set up their phones so that people can not transfer the phones to any where else which means you have to buy a new one
Product_Or_Service: Other /acatal one touch/cricket wireless
Account_Number:
Other (requires explanation) i want a full refund on the cost of my phone and a new replacement that i can actually use with another carrier and not be designed to go with just cricket. i also want a refund on the insurance plan i invested in to protect my phone. this a a business phone of my own business and i cant be without a phone and i should not have to go buy another one when this phone is only 1 month old. they did not go into detail of the problems that was wrong with the phone.
September 18, 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 that she has experienced device issues since her purchase. Ms. later felt the device was defective. Ms. wanted to port to another carrier due to these issues. Ms. is requesting a replacement device or the unlock code for her device.
We attempted to reach Ms. via phone and email but we unsuccessful. For that reason, we are unable to provide a resolution at this time. After researching notes, Ms.s' account is suspended but she was provided the unlock code from the Cricket care agents. If Ms. would like to discuss this issue further, please contact *** at***. If we are unable to answer, please leave a voicemail and we will respond accordingly.
We thank Mr. for her communication and we look forward to hearing from her
Regards,
Cricket Wireless, Customer Support
Service was ended and witched to a different crrier. Auto pay was ended online andc phone was turnd off on 24 Aug 2017.on 31st of August cricket took $40 payment from my account and upon complaining their reply even to a manager was that I shiuld have gotten a text message that they sent on a turned off and reset phone. They stole $40 of my money and are refusing to give it back.
Product_Or_Service: Samsung /Amp2/$40unlimited
Account_Number:
Other (requires explanation) They need to refund my money and discontinue his practice.
September 15, 2017
Revdex.com
Online Complaint
Complaint No: XXXXXXXX
Re: ***
Dear Sir/Madam,
This correspondence is in reference to a complaint filed by Ms.. In this complaint, Ms. alleges that Cricket Wireless auto drafted $40 from her account without her consent. She also states that Cricket Wireless has refused to provide her with a refund for the billed amount.
Our records show that Ms. had signed up for Auto Pay on June 28, 2017. In order for Auto Pay to be active, customers are required to accept the Auto Pay terms and conditions. Ms. complaint indicates that her device was turned on August 24, 2017. On August 29 and 30, 2017 an automated system text message was sent to Ms. regards to her Auto Pay.
We have attempted to contact Ms. via telephone and email on September 12, 14, and 15, but have been unsuccessful. We have provided Ms. with our contact information and an e-mail address in the event she has additional questions or concerns.
We apologize to Mrs. 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
On June 22nd 2017 at 5:44 I went in to Cricket address ***, I'd. My mom and I went to the store to buy me a new phone. I told the store manager who was also my sales person, ***,that I wanted the phone and a phone case also knowing I had to pay a activation fee. I also brought in a trade in which she told me she'd give me $45 for. I asked her how much it would be for all that she said $200 and if I get the bundle it would be $220 the bundle included a screen protector and the Tone Triumph. The phone was NOT on display yet so I had to trust her word on the price. Once I saw the reciept which said the phone was $149.99 the activation was $25 and the case was $25 with my trade in the total would of been $155 plus taxes, not the $200 she had said. I told her that she had made a mistake and since the price difference was major I didn't want the extra items. She had admitted that her calculation was wrong and said there's nothing she can do now because they don't refund accessories. She told me she would call her district manager and that he would call me. He never did call me, when I went back in on August 29th after going back and forth with Cricket Corporate, I spoke to *** who told me they won't do anything and that if I wanted he'd have the district manager call me so I could explain my part. I got a phone call from *** on August 30th telling me that the district manager said he's too busy and there's nothing he will do so he wasn't going to call me. This was all the store managers / sales associates mistake. I don't believe that they should completely dismiss this and tell me their store policy says no refunds. The price I was told was incorrect, she (***) admitted her mistake and they still refuse to resolve the issue. The district managers name is *** I am not completely positive on the spelling, that is the name that *** Adams gave me.
Product_Or_Service: Samsung /Galaxy Amp Prime 2 /Unlimited
Account_Number:
Other (requires explanation) I would like to receive a refund or at least credit applied to my next bill. I still have the items packaged up. As I was told to leave them unopened until I received a call from the district manager.
September 13, 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 provided with the correct information regarding accessory return/exchange policy by the Authorize Retailer Advocate. Ms. wants the dealer to return the accessories or provide her with a refund.
We spoke with Ms. on September 13, 2017 regarding her complaint. Ms. informed me that the Authorized Retailer has offered to provide her with a refund for the accessories purchased, and she has accepted the offer. She no longer had any questions or concerns. If Ms. requires additional assistance or has any questions, she may contact me, ***, at ***.
We apologize to Ms. for any inconvenience she felt he 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 ordered a sim card and a phone plan. However, the phone service is not able to work on my phone because it is a t-mobile phone, but when they checked my phone they said it was ok. They did not state that it would not work with my phone. And they would not give me back my $30 for the plan at least.
Account_Number: XXX-XXX-XXXX
Other (requires explanation) I would like a refund for the monthly plan since I did not use the service at all or to give me a credit which can be applied towards a new phone.
September 13, 2017
Revdex.com
Online Complaint
Complaint No: XXXXXXXX
Re: ***
Dear Sir/Madam,
This correspondence is in reference to a complaint we received by ***.
In the complaint, Ms. states she would like a refund for her monthly plan since she was not able to utilize her device on the Cricket network.
We attempted to contact Ms. via email with intent to amicably resolve her complaint, but were unsuccessful. ( Attempts were made via email and telephone on 9-6 and via phone on 9-13.) For this reason, we are unable to provide a resolution at this time. If Ms. would like additional assistance she can contact*** at ***@cricketwireless.com, preferably with the requested information.
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.
Regards,
Cricket Wireless, Customer Support
***
*** XXXXX
I turned off autopay to renew service and was still billed even though I turned it off before billing cycle expired.
I purchased cricket sim card from target. I enrolled in autopay to save 5.00. Days into service I was having dropped calls, echoing calls, etc. I was not happy with service. I went online to remove auto pay to terminate the service. One day before the billing cycle I saw a charge on my banking website. I contacted service to have the charge reversed. They refused. So even though I contacted them to terminate my service before my billing cycle expired they still could not reverse or refund the charge. I want a refund because their service is poor compared to previous service. I want a refund because I chatted to cancel before my billing cycle was expired. My cricket phone # is XXX-XXX-XXXX.
I want a refund. I chatted with your company before my next billing cycle. Today is August, 30th 2017 and my next billing cycle starts on September 1st, 2017. However, I'm still being billed because the online chat rep says there is nothing they can do. My cricket phone # is XXX-XXX-XXXX.
September 7, 2017
Revdex.com
Online Complaint
Complaint No: XXXXXXXX
Re: Mr. ***
Dear Sir/Madam,
This correspondence is in reference to a complaint filed by Mr. ***. In this complaint, Mr. states he contacted Cricket Wireless the day before his new billing cycle started to cancel his account. He states the service was not canceled which caused his bank account to incur an auto draft of another month of service. He is requesting a refund for the monthly service charge since he requested to cancel his service the day before the new bill posted.
We reviewed Mr. account and was able to determine he did indeed call the day prior to his next bill due date to cancel the service. It was not canceled causing his auto pay to draft another monthly service charge.
We attempted to reach Mr. several times to discuss our finding and our resolution without success. We wanted to advise him that we issued a refund for the full amount charged back to his credit card.
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 concerns.
Regards,
Cricket Wireless
Customer Corporate Relations
***
*** XXXXX
I purchased a new Alcatel Idol 4 exactly 14 days ago (08/15/2017)from my local Cricket retailer when my original Alcatel Idol 4 was either lost or stolen. The battery will not hold a charge for more than 12 hours; my other Alcatel Idol 4 held a charge for 24 - 36 hours. I called Cricket (***(***)), who advised that I call Cricket's Customer Service (***:Customer service: *** and Warranty service: ***) who advised the battery is not warrantied. I called Alcatel who advised that I contact Cricket. I have been on the phone for more than one hour and am caught in an endless loop with one company advising that I call the other. PLEASE HELP! Thank you. Respectfully, Anna L. Puett
Product_Or_Service: Other /Alcatel Idol 4 /
Account_Number:
Other (requires explanation) Cricket to replace with a "new" Alcatel Idol 4 phone as the battery is not removable. AGAIN, PLEASE HELP. Kindest Regards, Anna L. PuettFYI: Alcatel's warranty states: TCL Communication Ltd. warrants to the original retail purchaser of this wireless device that should this product or part thereof during normal consumer usage and condition be proven to be defective in material or workmanship that results in product failure within the first twelve (12) months . . Batteries for 6 months
September 6, 2017
Revdex.com
Online Complaint
Complaint No: ***
Re: ***
Dear Sir/Madam,
This correspondence is in reference to a complaint filed by ***. In this complaint, *** states that she was not satisfied with the resolution given to her in regards to the Cricket Warranty process or the manufacturer Acatel when it came to addressing the battery issues she was experiencing with her Alcatel Idol 4.
Ms. was contacted by telephone. It was explained to her what the Cricket Warranty does cover, and more info can be found in the link provided.
Once the device meets the requirements of the warranty exchange return policy (after the device is past the 7 day return period), there are several options for exchanging the device.
These options can be found online at:
***
We offer a free option as well as options that will provide an expedited replacement with payment of a security deposit. Although as a pre-paid company at Cricket we do not credit for a device that may not be working, we have applied a one-time $15 credit to her account as a courtesy.
We value feedback and apologize for any inconvenience or poor service she felt she received.
Cricket strives to provide excellent service and we regret when that high standard is not met. We thank Ms. for her communication and trust that this explanation properly addresses her concern.
Regards,
Cricket Wireless, Customer Support
(The consumer indicated he/she DID NOT accept the response from the business.)
Neither Cricket nor Alcatel would honor the warranty for a 2-week old "New" phone that will not stay charged up. Cricket told me to buy a new battery (the phone is sealed unit). I admit I did not read the Cricket warranty; it states their replacement phone may be a new or reconditioned (like-new) device. Who wants reconditioned if they just bought NEW!!! Cricket lady said they would not replace the phone but would give me a $15 credit. I told her I did not need the Credit; I needed a dependable phone. She said that should be taken up with Alcatel -- we hung up - still have the phone; it still does not hold charge for more than 12 hours; I am living with it. My advice: Do not depend upon Cricket or Alcatel for good or even mediocre Customer Service. Respectfully
Cricket phone is locked
I have a LG phone that was purchased 6 months back from cricket. Cricket unlocked the phone and I switched to T-mobile. However, the mobile hotspot on the phone is still not working. I contacted LG tech support who said that that cricket is still blocking the phone even though they have unlocked the phone.
Cricket unblock the phone so the mobile hotspot works on tmobile or provide compensation to buy a new phone.
September 7, 2017
Revdex.com
Online Complaint
Complaint No: XXXXXXXX
Re: ***
Dear Sir/Madam,
This correspondence is in reference to a complaint filed by *** regarding Cricket service. In his complaint, he reports that his LG phone, purchased from Cricket, was successfully unlocked by Cricket's customer service. He switched to T-Mobile, however the mobile hotspot on the phone would not work on the new carrier. Mr. contacted LG's tech support who advised that Cricket is blocking him from using the feature.
We contacted Mr. and explained that Cricket does not block device features from being used with other carriers. We explained that if a customer uses their own device with a different provider, certain network and device features and functionality may not be available and/or may not function properly with that device. We encouraged Mr. to check with T-Mobile if this is what he is experiencing. Mr. asked where he could find this information on the Cricket website. Mr. can find this information at: https://www.cricketwireless.com/terms. We also advised Mr. to contact T-Mobile for further assistance with the hotspot feature. He stated that he has since ported his service back to Cricket due to the Hotspot not working. The feature is now working. He requested that we give him a month's credit for not being able to use the hotspot feature with T-Mobile. We explained that we cannot apply a credit for a feature that did not work with another carrier. He understood.
We apologize to *** 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 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.)
As per the 'Devices' section of the terms and conditions, it states - "If you use your own Device, certain network and Device features and functionality may not be available and/or may not function properly with your own Device.". This applies to a customer switching from another carrier to cricket. However, in my case I switched from cricket to another carrier and no where in the terms and conditions does it state that certain features of the unlocked device will not work with other carriers.
September 18, 2017
Revdex.com
Online Complaint
Complaint No: XXXXXXXX
Re: ***
Dear Sir/Madam,
This correspondence is in reference to a rebuttal filed by *** regarding Cricket service. From the last complaint, Mr. states that per Our 'Devices' section of our terms and conditions, it states - "If you use your own Device, certain network and Device features and functionality may not be available and/or may not function properly with your own Device.". This applies to a customer switching from another carrier to Cricket. He added that in his case he switched from Cricket Wireless to another carrier and nowhere in our terms and conditions does it state that certain features of the unlocked device will not work with other carriers.
As stated in the initial response regarding Mr. complaint we explained that Cricket does not block device features from being used with other carriers. We explained that if a customer uses their own device with a different provider, certain network and device features and functionality may not be available and/or may not function properly with that device. We encouraged Mr. to check with T-Mobile to see if this is what he experienced. We never told Mr. that our terms and conditions would mention what features would work with other carriers. Mr. will need to check T-Mobile's terms and conditions in regards to what is covered.
Our position on this matter remains the same. 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