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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Cricket wireless is a horrible company that does not care about their customers. They offer no help to their customers in need during this pandemic. I am switching as soon as I get back to work, everyone I know has already disliked cricket and refuses to use them and now I do too. I wish I could put even less than one star.
Cricket understands how important it is to have wireless service during a time like this, and we are constantly evaluating how best to serve our customers. As a result, we're waiving reactivation fees for customers affected financially by the COVID-19 (corona virus) pandemic. We are offering a new limited time rate plan for $15 per month. This rate plan includes unlimited talk, text and data with 2GB of high-speed data access. We also announced that we are adding extra high-speed data to our existing plans for a limited time. Additionally, Cricket offers Bridge-Pay, a convenient service that lets you split your current bill into two payments, giving you an additional 7 days to pay.
tried to switch got the round around and now can't because time on my account ran out
I want to switch to cricket from metro. 24th march After waiting on hold for well over 2 hours and multiple days of trying I was able to talk to someone. She informed me my order had went through and my phone was on the way and she would call me the next day to set it up well after few days of this it never came. I called back and ask the support guy where my phone was he said it never was ordered I would have to reorder. I told him multiple time about my last called so he hang up on me. This is RIDICULOUS and now I have to repay metro to even switch.
I want someone from support to call me place the order over the phone and take off what i had to pay metro
This correspondence is in response to a complaint filed by Mr. ***. In this complaint, Mr. states that he placed an online order that was never received. He is requesting assistance placing another order and reimbursement for the service charges he incurred from his current provider.
Upon reviewing the account, we found that Mr. was attempting to transfer his number to Cricket Wireless. During the online order process an issue with our website prevented him from being able to complete the order. When Mr. attempted to reorder online, he was unable to transfer his number due to our system recognizing it as being a Cricket number. We engaged our Porting team who advised that the issue had been resolved and that Mr. could place another order.
We contacted Mr. via email on April 7, 2020 and advised him that the issue had been resolved, and he should not have any issues placing the online order. Mr. informed us that he reactivated his account with his previous carrier and would place another order on April 23, 2020. We agreed to apply a one-time courtesy credit for the issues once Mr. activated his Cricket account.
We thank Mr. for his communication and trust that this explanation properly addresses his concern.
Regards,
Cricket Wireless
Customer Corporate Relations
1025 Lenox Park Blvd NE
Atlanta, GA XXXXX
/BN
My complaint is with the insurance company Asturion. I am satisfied with the phone service, but since Cricket uses this company (Asturion), I believe they are definitely a major part of the problem.
I recently lost the use of my phone. (Samsung Galaxy S8 Active) This phone was bought used and it was incorporated in my Cricket plan. I called to initiate a claim 3/16/2020.
The representative from Asturion told me that they wanted to send me an LG 3 phone which is not even comparable with the phone I lost. I ask for any other alternatives but I was told this was the only option. I hung up and decided to call again a couple of days later. This time, the representative told that they had to give me the same phone I lost but I had to pay a deductible of $250 and send my broken phone as well. I reminded them about the phone that I was offered during the initial call, but once again I was left with no other option that to pay the deductible and receive the samsung for $250 or have no phone at all. On March 31, 2020 I received a letter from Asturion saying that my claim was denied because my original phone was not covered at the time the incident happened.
I am utterly outraged by this treatment. After all my attempts to resolve this matter, and paying this insurance for years, this company drops my claim like a sack of rotten potatoes.
So, bottom line, I am without the phone I lost, even though I had paid insurance to this company.
Product_Or_Service: Samsung /Samsung Galaxy S8 Active/Family
Account_Number: XXX-XXX-XXXX
Other (Requires Explaination) I would like a total refund of all the insurance premium I paid or at least a phone that is comparable to the one I insured with this company.
This correspondence is in reference to a complaint filed by ***. In this complaint, Mr. states that his Asurion claim was denied, and he requests a refund for the Cricket Protect insurance premiums.
We investigated Mr.' concern. We communicated with Mr. via telephone on April 3, 2020. He was informed that Cricket Protect is administered by Asurion, and we wouldn't have access to the information or details to why his claim was denied.
We ask that Mr. file a complaint via the Revdex.com to Asurion as the respondent to resolve the concern with the replacement of his device.
We do value Mr. as a customer, therefore as an exception we applied five months of Cricket Protect payments as service credit.
We thank Mr. for his communication and trust that this explanation properly addresses his concern.
Regards,
Cricket Wireless, Customer Support
1025 Lenox Park Blvd
Atlanta, GA XXXXX
/CB
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not understand why I have to do a separate claim. Since both, Cricket and Asurion are working together, it should be my phone company doing the work, not me. The same keeps happening with other companies and even doctor offices. They pretty much force you to do the leg work of calling, procuring help because their employees are no help in most cases.
I will do a separate claim just to make a point of all this, but My expectations are not set high. It all seems to be a scam on the side of the insurance company in which you pay phone insurance but don't get what you were promised.
April 7, 2020
Revdex.com
Online Complaint
Complaint No: XXXXXXXX
Re: *** E ***
Dear Sir/Madam,
This correspondence is in reference to a rebuttal filed by ***. In this complaint, Mr. states that his Asurion claim was denied and he requests a refund for the Cricket Protect insurance premiums or a replacement device.
We previously explained to Mr. that we are unable to provide a replacement device that would be received through filing an Asurion claim and only Asurion can provide Mr. his claim details, since it is confidential information.
As stated initially, we did provide Mr. a $35 service credit for five months of insurance premiums as we do appreciate his loyalty and tenure as a Cricket customer.
We respectfully request that this complaint is closed at this time, as we are unable to further assist the customer.
Regards,
Cricket Wireless, Customer Support
1025 Lenox Park Blvd
Atlanta, GA XXXXX
/CB
nothing but service issues with cricket wireless for months. Called numerous times and was told "signal towers are down". Was never credited either.
I've called so many times about poor signal and lagging data. All they want me to do is keep upgrading, I'm ALREADY on unlimited data that still does not work. Signal tower was allegedly fixed in my zip code but no improvement. I was also told my crickets complaint department that once my issue was fixed, I would be credited for the days my service was poor. Haven't received anything other than constant reminders that my phone bill is due. Why on earth would I keep paying for service that clearly does not work! Tired of paying for ***.
I would like for my service to be fixed once and for all for zip code 40291, not sure what the issue is but they need to fix it. I also want my bill credited for all the documented issues I've had. Currently been on hold with customer care for over an hour with no solution.
April 24, 2020
Revdex.com
Online Complaint
Complaint No: XXXXXXXX
Re: Mr. ***
This correspondence is in response to a complaint filed by Mr. *** regarding Cricket Wireless. In this complaint Mr. states that he has had several issues with is service but hasn't received any credits.
We attempted to reach Mr. to provide the findings that we received from our technical support team regarding the trouble in his area and the fact that it has been resolved, but we were unsuccessful in speaking to him.
We left our contact information Chiquitta with Cricket Wireless Corporate Office, should he want to further discuss his complaint in greater detail.
We hope this explanation helps Mr. with his question and concern.
We thank Mr. for allowing us an opportunity to assist him with his complaint.
Regards,
Cricket Wireless
Customer Corporate Relations
1025 Lenox Park Blvd NE
Atlanta, GA XXXXX
/CE
(The consumer indicated he/she DID NOT accept the response from the business.)
I missed two calls from cricket corporate during my work hours. I have since returned the call and left my contact information for a return phone call in hopes we can finally catch each other at the right time.
5, 2020
Revdex.com
Online Complaint
Complaint No: XXXXXXXX
Re: Mr. ***
This correspondence is in response to a rebuttal to a complaint filed by Mr. *** regarding Cricket Wireless. In this complaint Mr. states that he has tried to contact Cricket but hasn't had any success in speaking to anyone.
We were able to speak to Mr. on *** 4, 2020 and provide him our findings regarding his original complaint. We agreed upon an amical amount of credit for his concerns.
We thank Mr. for allowing us an opportunity to assist him with his complaint and trust that he is satisfied with our resolution.
Regards,
Cricket Wireless
Customer Corporate Relations
1025 Lenox Park Blvd NE
Atlanta, GA XXXXX
/CE
On 3/11/20 I visited the Cricket store (Sun Com Mobile LLC) located at 2334 E. Southcross Blvd & was greeted by a CSR named Chris. He stated I could purchase a data plan that would work on a mobile hotspot device I had previously purchased from AT&T. He proceeded to explain the following charges: $25 Activation fee, $50 Service fee, & $9.99 SIM Card fee to equal $87.86. I asked should he first make sure the SIMS card would work since he commented he had never seen a SIMS card inside a hotspot device before. He replied that if it didn't work he could issue a refund. Because he stated this- in good faith I proceeded with the transaction. Almost 1 hour later- I was unable to start my phone using the device, he was unable to use his phone or the store phone using the device, he called the customer service line for assistance, only to be transferred to another line. He hung up & I requested a refund since I had to get to work. He seemed hesitant at first, then proceeded to the register. After a moment he told me his register was not allowing him to issue a refund & he gave me the option to leave my info and he would see what he could do. Or I could take the device and see if it would eventually work. He also made the offer to sell me another phone applying the $87.86. I declined. At my request he called his district manager named Erica who told me- they do not issue refunds & for me to leave my info to see what she could do. She argued that the company does not issue refunds- after I explained that Chris had said he could give a refund prior to charging my credit card. Shortly after I left, Chris called me to say he was told from another source that a manual setting on my device needed to be disabled in order for the SIMS card to work & could I return so he could reactivate it. My reply was that I wanted a refund. Period. As of 3/13/20 I have not heard back from anyone regarding this- and my credit card has been charged $87.86. At the bare minimum I should have been offered a credit.
Account_Number: XXX-XXX-XXXX
Other (requires explanation) I purchased this data plan with the intention to use at work. The area I along with a few other nurses work in can be difficult to get wifi. CSR Chris assured me that this might be an option and if it did not work he COULD ISSUE A REFUND. Later, not only did he plead ignorance in the matter, but so did his district manager- Erica. At the bare minimum I should have been offered a credit. Instead I was told "leave your name and number and we will see what we can do". They have mastered that line.
This correspondence is in response to a complaint filed by Ms. ***. In this complaint, Ms. states on March 11, 2020, she walked into a Cricket Wireless store looking to upgrade her data plan and the sales representative informed her she could purchase a data plan that would work with a mobile hotspot that was purchased via AT&T. Ms. goes on to say that the sales representative charged her $87.86. One hour later she returned to the store to get a refund due to not being able to connect to the hotspot. Ms. states she was then told by the sales representative he could not issue a refund. Ms. is looking for a refund of the $87.86 charge.
We have tried to contact Ms. several times on April 20, 2020, April 21, 2020 and April 24, 2020, to review her account. Those attempts have proven unsuccessful. If Ms. is interested in resolving this issue, please contact Corporate Escalations Manager Eddie at XXX-XXX-XXXX.
We thank Ms. for her communication and hope to speak with her soon regarding this matter.
Regards,
Cricket Wireless, Customer Support
1025 Lenox Park Blvd NE
Atlanta, GA 30319
/EM
I called to cancel a cell phone line every month for three months and they still charged me! This company owes me $150 of unused cell service that I repeatedly tried to cancel. The phone that was attached to this number was lost and has not been used for more than three months. In addition I repeatedly called and spoke with customer service representatives to have this number cancelled. What is the point of a contractless service if they just keep charging your bank account anyway!?
Product_Or_Service: Other //
Account_Number: XXX-XXX-XXXX
Other (Requires Explaination) I have additional accounts with this company and would be more than satisfied with an account credit of the $150 that they stole from me.
This correspondence is in reference to a complaint filed by Ms. ***. In this complaint Ms. states, Cricket Wireless continues to charge her for a line she canceled three months ago.
We attempted to contact Ms. via phone and email on April 10, April 14 and April 15, 2020, but we were unsuccessful. For this reason, we are unable to provide a resolution to Ms. complaint.
Should Ms. wish to discuss this matter further in detail, please contact Karris at XXX-XXX-XXXX.
We thank Ms. for her communication and trust that Cricket Wireless will continue to be her carrier of choice.
Regards,
Cricket Wireless, Customer Support
1025 Lenox Park Blvd, NE
Atlanta, GA 30319
/KM
Since March 20th 2020, I noticed I never got any phone calls with the exception of 1 call. Due to Coronavirus happenings, I figured people were busy and that's why I didn't get any calls. Wed March 25th 2020, I did get a call from a friend. She said made a few attempts to call m before finally getting through. A family member and another friend were able to call me that day as well. Then for the next 2 days, I didn't get any calls. So then I attempted to call my cell number from the landline phone. I couldn't get through. Got a message that my call could not be made that this time. So I tried calling Cricket Wireless customer service to resolve this by dialing 611 on my cell. After long wait times, the call would drop. This repeated for 3 days. I didn't call on the 4th but did call on the 5th since next monthly bill way approaching but my service was definitely not working properly. After an hour & 2 minute wait, a customer service rep took my info. Name, phone number and security pin number. She accomplished nothing after another 5 minute wait & asked for my name & security pin AGAIN. I gave it to her & she hung up (maybe the call dropped but who knows). Did not call me back so I had to start the WHOLE PROCESS again. Once again, long wait time over an hour, no help & I'm hung up on. I can't reach them at all in some cases & the store clerks at Cricket stores say that is not an issue they can handle. It must be their phone service reps to address this. I still don;t have a working cell and can't receive important calls like call backs from the state Unemployment Office. Basically, my service is not working during a PANDEMIC but I'm expected to continue paying for a phone line that isn't working properly. Yet their customer service reps refuse to help or at least refund me for the week my service hasn't worked. It doesn't make any sense. Especially their lack of service has made it impossible to even contact their representatives. So I couldn't even cancel my service if I need to. Please help me.
Product_Or_Service: Nokia //Unknown
Account_Number: XXX-XXX-XXXX
Other (Requires Explaination) I want a refund or billing adjustment for all those days I couldn't get any phone calls, their reps hung up or their service dropped the call and their customer service reps did not call for a follow up. I've had trouble in the past with their service not working but they always gave me dollar credit for those days. This is different because now they are not even taking my calls. I want a billing adjustment.
This correspondence is in response to a complaint filed by Ms. *** regarding not receiving incoming calls. When her number is dialed the calling, party receives a message receives a recording "the call cannot be made at this time."
We reviewed Ms. account and engaged our Network Team. This issue has been resolved.
We contacted Ms. via email and the alternate numbers she provided as well as via text on April 7, 2020 to provide her with our findings.
We thank Ms. for allowing us an opportunity to assist her in this matter.
Regards,
Cricket Wireless
Customer Corporate Relations
1025 Lenox Park Blvd NE
Atlanta, GA 30319
/BN
Cricket offers something they call bridgepay where you pay part of your payment and the rest within 7 days. Due to covid 19 their customer service was unavailable on the last day of bridgepay to extend it. The company then said I had to still make the full 100.00 payment to restore service, making my 50 payment only covering 7 days of service. I went into a local store on drew st in clearwater and was told to just pay the outstanding 60 and service would be restarted. I made the 60 payment and service did not restart. I called customer service and was told the store manager was incorrect and that payment would just sit there until I made the remaining 40 payment. Making my 1 months service now 150 instead of 100. They refused to give me any identifying info for who I was speaking with refused to refund the 60 payment and refused to restart service. I even asked to reduce my plan to 15/month plan. I have 4 lines so the 60 payment would cover it. They simply refused on all counts. Ive now paid 150 for 1 months service and I want the 50 payment refunded that is a complete unfair amount for 1 weeks worth of service
Product_Or_Service: LG /Stylo/Unlimited
Account_Number: XXX-XXX-XXXX
Other (Requires Explaination) I want the 50 initial payment refunded
This correspondence is in response to a complaint filed by Ms. ***. In the complaint, Ms. informs us that she attempted to extend her Bridge Payment plan but was unable to. She states she attempted to contact a customer service representative, but no one was available. She is asking for a refund of the amount she feels she overpaid.
We contacted Ms., who advised us that she attempted to extend her bridge payment plan but couldn't due to no one being available.
We attempted to explain the reason why she was charged the full monthly service charge, but she stated if we were not going to issue a credit to her account, she didn't want to continue the call and ended the call.
Because Ms. did not make the second part of her bridge payment, she was charged the full balance owe. We will not issue a credit as the charge is valid.
We thank Ms. for allowing us an opportunity to assist her with her complaint.
Regards,
Cricket Wireless, Customer Support
1025 Lenox Park Blvd NE
Atlanta, GA XXXXX
/CE
(The consumer indicated he/she DID NOT accept the response from the business.)
Because the woman who contacted me stated that I had availability to extend the bridgepay both through the app and the website. Neither is true. I also had visited a store that day who said it could ONLY be done through customer service who was not available. If they leave me no option but to wait till the following day, how am I then penalized for their procedure?
April 30, 2020
Revdex.com
Online Complaint
Complaint ID: XXXXXXXX
Re: Ms. ***
Dear Sir/Madam,
This correspondence is in response to a rebuttal to a complaint filed by Ms. ***. In the rebuttal, Ms. stated that she did not have the availability to extend the bridge pay through the app or the website, and that is why she didn't make the second part of her bridge payment.
Cricket Wireless stands by its original response: because Ms. did not make the second part of her bridge payment, she was charged the full balance owed. We will not issue a credit as the charge is valid.
We again, thank Ms. for allowing us an opportunity to assist her with her complaint and based on the aforementioned, we are unable to assist further. We respectfully request that her complaint is closed at this time.
Regards,
Cricket Wireless, Customer Support
1025 Lenox Park Blvd NE
Atlanta, GA XXXXX
/CE
It's very unprofessional of your staff that after having to wait for an hour and a half for them to answer have me on mute for a minute then hang up on me. Then I have to call again to have to sit here for another hour or more. It is not the first time it happened and I understood they might be understaffed but it not right that they are mishandling calls like if people have no other business to take care off. I'm upset that I'm possibles in hold for over 2 hours when their is an issue that needs to be resolved. No one is ever on the same page and I am not a confrontational person but every person has their limit. I'm sure this is happening to others and it's not right.
Account_Number: XXX-XXX-XXXX
Other (Requires Explaination) I would like to speak with an actual Manager and I think I should be compensated somehow for the inconvenience I've been caused
This correspondence is in reference to a complaint filed by Ms. G. ***. In this complaint Ms. Price states, she has attempted to contact her local Cricket Wireless Authorized Retailer with no response.
We attempted to contact Ms. via phone and email on April 1, April 2 and April 3, 2020, but we were unsuccessful. For this reason, we are unable to provide a resolution to Ms. complaint.
Should Ms. wish to discuss this matter further in detail, please contact Karris at XXX-XXX-XXXX.
We thank Ms. for her communication and trust that Cricket Wireless will continue to be her carrier of choice.
Regards,
Cricket Wireless, Customer Support
1025 Lenox Park Blvd, NE
Atlanta, GA 30319
/KM
Purchased a mobile hotspot from Cricket Wireless location in Benton Harbor, MI phone #XXX-XXX-XXXX, was told it would perform similarly to cell phone and that it had AT&T service. I have not had a good experience with the device and have had very poor speeds and service. When purchased I asked if they had returns and she told me Cricket has 7 day return policy in store.
I went to return it and their online hours were incorrect, perhaps due to changes due to the COVID 19 virus. I am not local to the area and just needed a device that worked. All of the Cricket stores near me were closed so I drove 2.5 hours to Benton Harbor to get one.
I have called several times now and now they claim they don't do returns... and my 7 days is running out. I do not want this device and want it returned.
Cricket support was the source of telling me to buy from that location and that there was also a return policy I just want my money back.
Account_Number: XXX-XXX-XXXX
Other (Requires Explaination) I want my money back for the plan and device and will mail device to store and or drop it off tomorrow when I am in area 3/28.
This correspondence is in response to a complaint filed by ***. In this complaint, Mr. purchased a mobile hot spot device and wanted to return it within the 7-day return period but the store that he purchased the device was closed due to COVID-19.
We contacted Mr. via email on April 06, 2020 to get more information regarding the return. We were able to return the device for Mr. and issued a refund via check. Mr. was happy with the resolution.
We thank Mr. for his communication and trust that this explanation properly addresses his concern.
Regards,
Cricket Wireless, Customer Support
1025 Lenox Park Blvd, NE
Atlanta, GA 30319
/GR
(The consumer indicated he/she ACCEPTED the response from the business.)
I purchased an Apple, iPhone 8 plus (Space Gray, one hundred twenty eight GB) from Cricket's online store on February 5, 2020 for a total of $681.99 ($599.00 phone, $57.00 sales tax, $25.00 "device upgrade fee") (Order # available upon request). The phone arrived DAMAGED on February 6, 2020 (UPS tracking # available upon request). The shipping box was not damaged, nor the inner Apple packaging, but the screen appeared to have a water mark in the upper right corner of the screen. The phone was never activated and the SIM card was never inserted. I contacted Cricket and explained the situation and after being transferred repeatedly, they finally told us to send it back for a refund. On February 7, 2020, Cricket sent a UPS shipping label (tracking # available upon request) with instructions to put the return number on 3 sides of the box (RA # available upon request) which I did. UPS confirmed they received the phone on February 10, 2020. (Signed for by "INGRAM". I attempted to check the status of the return online, but it wouldn't recognize my return number. I waited until March 3, 2020 to call Cricket to check on the status. They said no one had "submitted the return" but now that they had, I would get my money back in 5 business days. I called back on 3/12/20 at 12:53 p.m. to be told that they couldn't find ANY of my information for a return. I told them that I would file a complaint with the Revdex.com on 3/19/20 if I had not received my refund by then. As of this date (3/27/20) I have not received my refund. I have all emails and screenshots if needed.
Product_Or_Service: Apple /iphone 8 plus/Unlimited
Account_Number: XXX-XXX-XXXX
Other (Requires Explaination) I would like a total refund of $681.99 since I had to purchase another model in store and paid another $25 device upgrade fee.
This correspondence is in response to a complaint filed by Ms. ***. In her complaint, Ms. states that she placed an online order on February 5, 2020 for an iPhone 8 plus. Upon arrival, the device was damaged. Ms. contacted Cricket Wireless and was advised to return the device. The device was received by Cricket Wireless on February 10, 2020. As of March 27, 2020, Ms. has not received a refund. Mr. is requesting a full refund.
Upon reviewing the account, we requested a full refund to include the price of the device, taxes and upgrade fees.
We contacted Ms. on April 8, 2020 via email and informed her the refund was processed back to the original payment method on April 8, 2020. Please allow 5 - 10 business days for the refund to show on her account.
We thank Ms. for her communication and trust that this explanation properly addresses her concern.
Regards,
Cricket Wireless
Customer Corporate Relations
1025 Lenox Park Blvd NE
Atlanta, GA XXXXX
/BN
(The consumer indicated he/she ACCEPTED the response from the business.)
I was refunded the full amount by cricket. Brenda, the Executive Escalations Manager dealing with my account was helpful and respectful. This matter has been resolved.
my phone was suspended without notice. I was unable to change dates or talk to a representative. im quarantined so I cant leave. I asked to speak to someone its impossible finally got a response than nothing.
Product_Or_Service: Apple /8/
Account_Number: XXX-XXX-XXXX
Other (Requires Explaination) no suspension until april 2 gives me time to make arrangements
This correspondence is in response to a complaint filed by ***. In this complaint Ms., states that Cricket Wireless suspended her services without notice. Ms. is requesting no suspension of services until April.
After researching Ms. account, we discovered her service was suspended on March 27, 2020. Prior to the service being suspended Ms. successfully received the following text messages from Cricket Wireless regarding her monthly payment.
March 24, 2020 - Just a quick Cricket reminder! Your monthly Auto Pay payment will be processed tomorrow.
March 25, 2020 - Cricket here. We couldn't process your Auto Pay transaction. To keep your service going you can make a payment 3 easy ways.: cricketwireless.com, using the My Cricket App or by dialing *PAY from your Cricket phone. If you don't make a full payment before the end of the current plan cycle your service will be suspended and you will automatically be unenrolled from Auto Pay.
March 26, 2020 - Just a quick Cricket reminder! Your monthly Auto Pay payment will be processed tomorrow.
March 27, 2020 - A Cricket update to let you know Auto Pay was removed from Cricket account XXXXXXXXX on XXXXXXXX. you can make a payment 3 easy ways.: cricketwireless.com, using the My Cricket App or by dialing *PAY from your Cricket phone
For assistance with bill pay, we offer a unique program called BridgePay to assist our customers who need a little extra time making their payment. BridgePay allows you to split your Cricket bill into two separate payments. For more information on BridgePay, please visit https://www.cricketwireless.com/support/billing-and-payments/bridge-pay.html
We contacted Ms. Bagnatz via email on March 31, 2020 and informed her of our findings. We thank Ms. Bagnatz for her communication and trust that this explanation properly addresses her concern.
Regards,
Cricket Wireless, Customer Support
1025 Lenox Park Blvd NE
Atlanta, GA XXXXX
/BN
When making a debit card payment, there was an issue with the card. Cricket cancelled my service because of the debit card issue. Because of the issue with the debit card, Cricket would no longer accept the card as a form of payment. They insisted I use a credit card or two other methods via a computer or phone. I am a senior and prefer to spoke to someone. In March 2020, I went to a Cricket Store located in Lawrenceville, GA and paid $44 which was for February's payment. The service was restored for a little while, then the service was disconnected. I have tried calling their customer service a few times, but you can't get anyone after holding for 45 minutes each time. I need someone to call me at the number listed to get this matter settled.
Product_Or_Service: Other /ZTE/
Account_Number: XXX-XXX-XXXX
Other (Requires Explaination) I need Cricket's Customer Service to contact me so I can do a one-on-one with a person not through a computer. I need to matter resolved.
This correspondence is in response to a complaint filed by ***. In this complaint, Ms. states Cricket Wireless suspended her service because of the issue she had with her debit card.
We spoke with Ms. on April 1, 2020 in reference to her complaint. We restored her account and waived the reactivation fee. We also updated her account to the 2G Limited time offer for $15.00 a month. Ms. is aware that she can contact Karris directly if she has any additional questions or concerns.
We thank Ms. for her communication and trust that this explanation properly addresses her concern.
Regards,
Cricket Wireless, Customer Support
1025 Lenox Park Blvd, NE
Atlanta, GA XXXXX
/KM
There was a phone number that was added to my account. I never get on my online account as I have autopay. Today I got on and realized that there was a number on my account that I did not authorize. I contacted customer service to inquire about this line and they said it had been on for over a year. They gave a name that is not associated with my account.
Account_Number: XXX-XXX-XXXX
Other (Requires Explaination) I have requested to cancel that line and to have the charges reimbursed as I did not authorize the addition of a new line. I asked to speak to a supervisor and they refused to allow me to do so.
This correspondence is in response to a complaint filed by ***. In this complaint, Ms. states there was a line added to her account without her authorization. She was charged for over a year and is a requesting a refund for the unused portion of the line that was added.
We reviewed Ms. account and see that the line in dispute was added in September 9, 2018. When the account was accessed the account was verified with the personal identification number, which gives the person authorization to make any changes to the account. We were also able to locate the receipt to the transaction in question and see that it was completed in a Cricket Authorize Store. The payment was made with a credit card.
We contacted Ms. on March 31, 2020 and advised our findings. We explained there was no fraud activity on her account and the line was added with the proper verification steps.
We would also like to advise Ms. of Cricket's Terms and Conditions of service, available online at www.cricketwireless.com/terms: Amounts paid for service charges are non-refundable and account balances are not transferable, refundable, or redeemable for cash. If your account is suspended or cancelled, for any reason, any remaining balance in your account will be forfeited.
We thank Ms, *** for her communication and trust that this explanation properly addresses her concern.
Regards,
Cricket Wireless, Customer Support
1025 Lenox Park Blvd, NE
Atlanta, GA XXXXX
/JL
I'm totally devistated. After years of service with this provider, the one time I was unfortunate to pay my bill due to coronavirus crisis being unemployed. These guys did absolute the opposite to help me. What they offered was their bridgepay option which is a total rip off. If unemployed, why would they have anyone pay partial payments and whenever the 7 days of service end and you're not able to make the remaining balance within those 7 days. They basically suspended your service and you have to pay the entire bill all over. What else are mind bobbling is that *** offered no suspended services during this crisis, why didn't cricket and they're underneath *** services and towers or whatever.. Like really? I'm switching over to *** which is the same cost but offer a little more, like hotspots, wifi,etc. Most important, caring and understanding situations during hardest times in US/ global crisis.
Thank you very much for your feedback! Cricket Wireless understands the tough time that we all are having during these trying times. However, the reason we only offer bridge pay is because Cricket Wireless is a prepaid company not a postpaid company.
Brian M. Is absolutely correct. Cricket Wireless has no made no attempt to help their customers in this crisis! Bridge Pay is a joke!! It's no help when you're struggling in a PANDEMIC! Most companies are helping their customers in this time of need but Cricket Wireless has shown no compassion.
This correspondence is in reference to a complaint filed by *** In this complaint, Ms. states that she feels Cricket is doing nothing for customers during the Covid crisis.
There's a lot of confusion out there about what wireless providers are doing. Cricket is committed to keeping our customers connected to family, friends and the latest information during this time. We are empathetic to the hardships our customers are experiencing, and we are now waiving processing fees for IVR payments and service reactivation. Please contact Cricket Customer Support at 1-800-CRICKET (X-XXX-XXX-XXXX) or by dialing 611 from your Cricket device if you need these fees waived.
In addition, we offer a unique program here at Cricket called BridgePay to assist our customers who need a little extra time making their payment. BridgePay allows you to split your Cricket bill into two separate payments. As long as you get set up within 7 days before or after the start of your billing cycle, you'll get 7 additional days to make the second payment. BridgePay can only be setup by calling 1-800-CRICKET (X-XXX-XXX-XXXX) or in a Cricket store. You can make your second payment using the same methods, or by visiting My Account online or the myCricket app.
We also understand that life has thrown us all a curveball with the recent COVID-19 pandemic, so if you need to extend your BridgePay payment for another 7 days, we have you covered with BridgePay Extension. As long as you're already registered in BridgePay, and have made your first payment, you can call us to see if you are eligible for a BridgePay Extension. Additional fees will apply. BridgePay Extension can only be setup by calling 1-800-CRICKET (X-XXX-XXX-XXXX).
You can find the latest on how Cricket is responding to the COVID-19 pandemic below:
https://www.cricketwireless.com/newsroom/blog/cricket-health-and-safety-update.html"
We thank Ms. for her communication and trust that this explanation properly addresses her concern.
I have called numerous times to my local agents in store employees. Mail box id full is the message I get. I call and also try online to speak with a representative to change my plan before mt next bill pay. 04/06/20
I am getting disconnected call while on hild. I want to change my plan. They offer that option online. BUT it only works if I'm adding services( mobile hotspot etc)
Im trying to delete completely one line and make another to have less features.
Not being able to adjust online like they state that I can. I am the primary account, have been for at least 3 years. Added my daughter and her Boyfriend to my plan in Jan. I want his line GONE.
Please advise. How can I not be charged for current plan come April 5th'
23rd ? ***
Account_Number: XXX-XXX-XXXX
Other (Requires Explaination) Fix my issue.
This correspondence is in reference to a complaint filed by Ms. A. ***. In this complaint Ms. states, she has attempted to contact her local Cricket Wireless Authorized Retailer with no response.
We spoke with Ms. on April 3, 2020 via email in reference to her complaint. She stated she no longer needed assistance as her issue had already been resolved.
We thank Ms. for her communication and trust that this explanation properly addresses her concern.
Regards,
Cricket Wireless, Customer Support
1025 Lenox Park Blvd, NE
Atlanta, GA XXXXX
/KM
We had 5 lines for $100 for at least 3 years. In our billing history online for the past 12 months they only have 4 lines listed for $100. They completely erased line XXX-XXX-XXXX from all billing history!! In the upcoming bill due April 4, they have the missing line added in the bill for a total of $130.
I chatted for an hour with a representative in online chat and they insisted I had 4 lines for $100 and then added line 5. Their current deal is 5 lines for $130 and they refused to look deeper and change it. The representative also left the chat when I didn't reply for 3 minutes. I waited 30+ minutes for the chat to start and at least 15 minutes between some replies.
Representative name: ***
Chat name: Fernanda S
Product_Or_Service: LG /Stylo 3/Family Plan 5 lines $100
Account_Number: XXX-XXX-XXXX
Other (Requires Explaination) Find error in our account where Cricket deleted line XXX-XXX-XXXX from all previous billing history. Please correct bill to be $100 per month for 5 lines up to 5GB data, as the original promotion since at least October 2016.
This correspondence is in response to a complaint filed by ***. In this complaint, Mr. states that his monthly billing rate was changed without his consent. He is also inquiring about a line on his account that is not showing up in his billing history. He is requesting to have his account returned to the original promotion he was on.
We researched Mr. account and found that he was on a grandfathered promotion that is no longer available. Grandfathered plans and promotions can be kept as long as there are no changes made to the rate plan. We discovered that a rate plan change was processed online for Mr. account on January 16, 2020. This led to the grandfathered promotion being removed. We also found that one of his lines was not showing in his billing history because the line was being provided at no cost due to the promotional rate.
We contacted Mr. on April 14, 2020 to advise him of our findings. We informed him that we will not be able to place him back on his original grandfathered plan due to the changes he made to his account.
We thank Mr. for his communication and trust that this explanation properly addresses his concern.
Regards,
Cricket Wireless, Customer Support
1025 Lenox Park Blvd, NE
Atlanta, GA 30319
/JL
purchased a unit, 2 weeks later had to buy another. 10 days later that one was no good. couldn,t call because unit was not functioning. went online to make complaint. that was no good, kept telling me to try again during regular hours. it was 2 pm CST.
Product_Or_Service: Samsung /flipphone/basic
Account_Number: XXX-XXX-XXXX
Other (Requires Explaination) return purchase price and apologize
This correspondence is in response to a complaint filed by Mr. *** regarding Cricket Wireless. In this complaint, Mr., states that he purchased a new device and 2 weeks later the device stopped working. He states he purchased another new device and it stopped working as well. He feels that Cricket Wireless should replace his device.
We reviewed Mr. account and we were able to determine that his account was cancelled.
We contacted Mr. to gain a better understanding of his complaint. He states that he attempted to replace his device, but the store advised him that he was beyond the 7-day exchange policy and he would have to purchase a new device, so he did. He states that he feels that Cricket Wireless should have provided him with a new device, so he cancelled his service.
We explained that if he felt that his device was defective, he could have advised us, and we could have possibly provided him with a warranty replacement device.
We thank Mr. for allowing us an opportunity to assist him with his complaint.
Regards,
Cricket Wireless
Customer Corporate Relations
1025 Lenox Park Blvd NE
Atlanta, GA XXXXX
/CE
Purchased new phone Feb 28.my fourth phone in 3yrs..the phone is not working properly.I called to see if I could exchange with receipt and was told they stopped trading phone policy and I would have to purchase but my other choice was to get hold of Nokia warehouse and send to them they carry the one year warranty and would fix it.well does cricket realize we the us is in a pandemic and alot if things shutting down as a customer I feel as though I just got robbed at a time of being unemployed and the nation going through this pandemic
Product_Or_Service: Nokia //
Account_Number: XXX-XXX-XXXX
Other (Requires Explaination) Get what I paid for without going through all this while it's in it's 30day limit
This correspondence is in response to a complaint filed by Ms. regarding her device issues and warranty.
We contacted Ms. via email on March 26,2020, March 31,2020 with details on how to file a warranty claim online. We have not received a response from Ms. and tried contacting her via phone on April 2,2020 and no answer. We sent a final email on April 3, 2020 to touch base and see if she filed a warranty claim and no response.
We would be happy to help Ms. during this process. If she is still in need of help, she can send us an email response.
We thank Ms. for her communication and hope to hear from her soon.
Regards,
Cricket Wireless, Customer Support
1025 Lenox Park Blvd., NE
Atlanta, GA XXXXX
/GR