Cricket Wireless Reviews (%countItem)
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Description: Cellular Telephone Service & Supplies, Cell Phone & Tablet Equipment, Supplies & Repair
Address: 575 Morosgo Dr NE Fl 2, Atlanta, Georgia, United States, 30324-3300
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I got this phone for free for porting my number over from *** I do not like the phone. Battery is not good on it, speakerphone is too low, and lines in the display are slanted, just to name a few of the problems. I tried in vain on the previous Tuesday, to get a Nokia Lumia 635 off the Cricket Wireless website, but the site would not let me. It kept saying I was not entering the correct billing address associated with my debit card, which I was. Also tried on a public library computer, which also did not work. Would gladly take the Nokia in exchange for my phone. It is only 99 cents.
Product_Or_Service: Samsung /Galaxy Amp 2/Prepaid
Account_Number: XXX-XXX-XXXX
Other (requires explanation) Would like to exchange the Samsung for a Nokia Lumia 635.
August 3, 2017
Revdex.com
Online Complaint
Re: ***
Complaint ID: XXXXXXXX
Dear Sir/Madam,
This correspondence is in reference to a complaint we received by ***. In the complaint, Mr. was seeking an immediate solution to issues with his device such as the microphone not working, battery is not good, speakerphone is too low, and lines in the display are slanted. Mr. claims that he received no assistance from the warranty department. Mr. is now requesting that Cricket provide him with a new device and overnight it as soon as possible.
New Cricket devices generally carry a one-year manufacturer's warranty from the date of purchase. Customers can make a warranty claim by contacting the Returns Center at 1-800-CRICKET (XXX-XXXX) for assistance. The support center will troubleshoot the device malfunction over the phone and provide instructions for the warranty return, if applicable. The Returns Center will inspect the warranty exchange return and determine whether it meets the requirements of the warranty exchange return policy. For valid warranty exchanges, the Returns Center will ship an identical or similar replacement model, which may be a new or reconditioned (like-new) device. There are 3 options regarding the exchange of devices. Customers may choose from the Advanced Exchange, Expedited Post Exchange and the Standard Exchange.
Cricket contacted Mr. on July 31, 2017 to amicably resolve his complaint. We explained the warranty policy and how to process a claim however he advised me that he was not interested in filing a warranty claim and preferred an upgraded device. Mr. can purchase an upgraded device via going to one of our Authorize retail stores or visiting the website www.cricetwireless.com. If Mr. would like additional assistance he can contact ***-German at XXX-XXX-XXXX.
We apologize to Mr. for any inconvenience or poor service he felt he received. Cricket strives to provide excellent service and we regret when that high standard is not met. We thank Mr. for his communication and trust that this explanation properly addresses his complaint.
Regards,
Cricket Wireless
Customer Corporate Relations
575 Morosgo Dr. NE
Atlanta, GA XXXXX
(The consumer indicated he/she DID NOT accept the response from the business.)
I will not send my device in for warranty repair because I do no want another Samsung. Before I started service in-store with Cricket, I tried to purchase a prepared Nokia Lumia 635 on Cricket's website, for $.99. I had a valid debit card with money in the bank, but it would not let me purchase it. I tried for 5 hours, using a smart phone, and a public library computer. The website would not let me buy it. That is the phone I want, and I would gladly exchange this phone for that one.
(The consumer indicated he/she DID NOT accept the response from the business.)
This is a bad phone. If I ask Google to call any number, I am connected, and the person on the other end cannot hear me. I have to hit the mute button, and then hit it again for them to hear me. I initially tried to join Cricket by purchasing a Nokia Lumia 635 online, for ninety nine cents. I had a valid debit card, with money in my checking account, and I tried to purchase it for over 4 hours, but the Cricket website kept on saying that I was not entering the correct billing address associated with the card, and I WAS entering the correct address. I would like to exchange this bad phone for their Nokia Lumia 635. I do not want another Samsung. If I send this defective phone in to warranty repair, I will get this same model back. I don't want that. I have reason to believe that the store attendant at Cricket literally saw me coming that day, and I was given a piece of junk.
August 10, 2017
Revdex.com
Online Complaint
Re: ***
Complaint ID: XXXXXXXX
Dear Sir/Madam,
This correspondence is in reference to a rebuttal complaint we received by ***. In the complaint, Mr. was seeking an immediate solution to issues with his device such as the microphone not working, battery is not good, speakerphone is too low, and lines in the display are slanted. Mr. claims that he received no assistance from the warranty department. Mr. is now requesting that Cricket provide him with a new device and overnight it as soon as possible.
New Cricket devices generally carry a one-year manufacturer's warranty from the date of purchase. Customers can make a warranty claim by contacting the Returns Center at 1-800-CRICKET (XXX-XXXX) for assistance. The support center will troubleshoot the device malfunction over the phone and provide instructions for the warranty return, if applicable. The Returns Center will inspect the warranty exchange return and determine whether it meets the requirements of the warranty exchange return policy. For valid warranty exchanges, the Returns Center will ship an identical or similar replacement model, which may be a new or reconditioned (like-new) device. There are 3 options regarding the exchange of devices. Customers may choose from the Advanced Exchange, Expedited Post Exchange and the Standard Exchange.
We once again contacted Mr. on August 8, 2017 to amicably resolve his complaint and again we explained the warranty policy and how to process a claim however he advised me that he was not interested in filing a warranty claim and preferred an upgraded device. Mr. can purchase an upgraded device via going to one of our Authorize retail stores or visiting the website www.cricketwireless.com . If Mr. would like additional assistance he can contact ***-German at XXX-XXX-XXXX.
We apologize to Mr. for any inconvenience or poor service he felt he received. Cricket strives to provide excellent service and we regret when that high standard is not met. We thank Mr. for his communication and trust that this explanation properly addresses his complaint.
Regards,
Cricket Wireless
Customer Corporate Relations
575 Morosgo Dr. NE
Atlanta, GA 30324
I was misinformed by several different employees at the company. The technical support team informed me that there was a tower in my area that was causing bad service. I informed the representative that my service was fine before I ordered a new phone. The representative checked my zip code and informed me that the issue was not tower related and that she would send a reset to the phone. She sent the reset and it worked for about an hour. The issue was that I could not send and receive text messages. My text messages would be received several hours later. This process went on for almost a month, with visits to cricket stores and several phone calls. I finally requested that the phone that I purchased less than 5 months ago be replaced. I was informed that I would need to send the phone back to them via UPS and I would be without a phone for 7 days. I told them this was unacceptable. They informed me that I could expidite the process by paying for 2 day shipping. I told them that was unacceptable and I need a phone ASAP. The representative hung up on me. I called back and had the s customer service supervisor to call the warranty department and they came up with the solution to send the new phone within 2 business days and I can go to a cricket store for a loaner phone. I go to cricket store and they informed me that this was not true. I would have to pay a $30 deposit. I had to use an old phone that I had with a cracked screen. This was the reason that I purchased the new phone. The customer service supervisor advised me that she put the notes in the system that for my frustrations that she would provide a 2 month credit. I called and was told that all they could provide is $30 credit. I pay $65 a month and that was credit due to the issue being the phone, which could have been resolved sooner. The lies I have been told by the several employees has been very frustrating.I do not have enough character left to provide the full terrible treatment that I recieved from the company, but if needed I c.
Product_Or_Service: Other /Alcatel One touch Idol 3/Unlimited
Account_Number: XXX-XXX-XXXX
Other (requires explanation) Since I was promised credits that I did not receive and the obviously defective phone that was sold to me I would like a full refund for the phone and the bill payment that was processed. I did receive a new phone, but the way that I was treated by this company lets me know that they do not care about me as a customer. I would like to take my business elsewhere where my business is appreciated.
August 01, 2017
Revdex.com
Online Complaint
Re: ***
Complaint ID: ***
Dear Sir/Madam,
This correspondence is in reference to a complaint we received by ***. In the complaint, Mr. claims that we sold him a defective device and that he was misinformed by several different employees including the technical support department. Mr. went to the Cricket Authorized Location and tried to get his defective device replaced and was told that he would have to call warranty and file a claim. Mr. states he hasn't received assistance from either the store or our phone representatives for this matter. Mr. is now requesting that Cricket provide him with the replacement device or a full refund.
Cricket provides a 7-day return policy - from the date of purchase - in which customers may return or exchange a qualifying new or reconditioned wireless device purchased. We ask that he please refer to *** for additional information.
We contacted Mr. on July 31, 2017 to amicably resolve his complaint. We explained to Mr. the Cricket Wireless 7 days return policy and we arranged to send him an expedited replacement device. He confirmed that he received the device. We also advised Mr. that we have contacted the area manager for the Authorized Retail location to take corrective measures and that a credit was issued to his account however no additional credits are due.
We apologize to Mr. for any inconvenience or poor service he felt he received. Cricket strives to provide excellent service and we regret when that high standard is not met. We thank Mr. for his communication and trust that this explanation properly addresses his complaint.
Regards,
Cricket Wireless
Customer Corporate Relations
(The consumer indicated he/she DID NOT accept the response from the business.)
The cricket representative that I spoke with was very unprofessional. He over talked me and would not allow me to state my case. He also focused on the device being defective and not the misleading information that I received during the process of discovering that the device was defective. He mentions that I was not helped by either the Cricket authorized dealer or the customer service line. This information is accurate.
My issue starts with the customer service department over the phone. They were very nice to me for the several calls that I had to make to to their line. My issue is with the initial call to the warranty department. They looked into my issue and then tried to call me, but the calls went directly to voicemail. My complaint was about not being able to send and receive texts messages. The issus obviously expanded to calls as well, since I never received the calls from the techs. They left a voicemail advising me that there was an issue with the tower in my area. I called the customer service line again and advised them that I did not experience this issue until I ordered the new phone. The customer service rep checked my zip code and advised me that I should not have any issues, their database showed that there was not an issue with the tower and I should have great service. After several attempts at resetting the phone in the office by the rep and by me(per the instructions) from the customer service rep this did not correct the issue. After another series of trying different things it was determined to be an issue with the phone. I was transferred to the warranty department and the young lady that I spoke with was VERY rude and disconnected my phone call, after telling me I need to contact the customer service line and ask to speak with a manager. I told her that I did not want to keep being transferred to the different department and requested that she stay on the line and speak with them, thats when she disconnected the call.
I finally got someone in customer service and she told me that I could speak with warranty and they would send me a new phone, but I would have to send the defective phone back first. I advised her that I could do that, but I would be without a phone. She advised me that I would only be without a phone for approximately 5 days. I advised that this is my only form of communication and that was unacceptable. She then offered me to get rush shipping for $30 and I could have the phone in 2 business days. This was not acceptable either, due to me purchasing a phone and now it is not working properly and refuse to spend another dime. Sje then advised me that if I go to "any cricket authorized dealer" and pick up a loaner phone free of charge. This was not true and I had already sent my defective phone back to the warranty department. I had a phone that had a cracked screen, the phone that caused me to buy the new one, after several failure s attempts was able to reach cricket. The manager I spoke with stayed on the line with me and we called the warranty department, and they advised me that I would have to call a manager in customer service and have them to fill out a form to resolve the issue. The manager from customer service advised me and warranty that this information was not true and that they do not even know what form warranty was speaking of. So warranty did finally advise me that once they received the defective phone that they would overnight the new phone to me. I did receive the phone on Monday, I sent the phone Friday.
The manager that was on the line agreed to give me 2 months credit for the issues that led up to this resolution. I asked that he put the notes in the case so that there would not be any issues when I called back in. That did not happen, the manager provided me with a credit of $30. The person who called to resolve the issue after my complaint to the Revdex.com advised that he could not provide any credit because the notes did not indicate that this agreement ever took place. I advised him to check the recording and that would solve the issue. He could not produce the recording and told me that all he could offer was an additional $15 credit. I want the agreed upon amount of $120 (my bill is $60 a month, auto debited every month). He proceeded to argue with me and tell me that he could only provide credit from the notes provided. I have gotten different answers by people within the organization, but they cannot take my word that this was an agreed upon resolution for the issues that I experienced. I would like to have either the agreed upon credit or I a full refund for the defective phone and I will take my business elsewhere. My suggestion would be that they have everyone within the organization to be on the same page and that would eliminate these types of issues. Also I did some research and noticed that there have been other customers who have had issues with the phones that were purchased from Cricket. The person who called me told me that this is not a cricket phone, but it came from the manufacturer. I told him that I did not buy the phone from the manufacturer I bought the phone from cricket. Why would cricket associate their organization with a manufacturer that is selling defective equipment, but thats another issue.
August 03, 2017
Revdex.com
Online Complaint
Re: ***
Complaint ID: ***
Dear Sir/Madam,
This correspondence is in reference to a rebuttal complaint we received by ***. In the complaint, Mr. claims that we sold him a defective device and that he was misinformed by several different employees including the technical support department. Mr. went to the Cricket Authorized Location and tried to get his defective device replaced and was told that he would have to call warranty and file a claim. Mr. states he hasn't received assistance from either the store or our phone representatives for this matter. Mr. is now requesting that Cricket provide him with the replacement device or a full refund.
Cricket provides a 7-day return policy - from the date of purchase - in which customers may return or exchange a qualifying new or reconditioned wireless device purchased. We ask that he please refer to *** for additional information.
We contacted Mr. on August 03, 2017 once again. We once again explained to Mr. the Cricket Wireless 7 days return policy. We also verified receipt of his expedited replacement device. We reiterated that a credit was issued to his account however no additional credits are due.
We apologize to Mr. for any inconvenience or poor service he felt he received. Cricket strives to provide excellent service and we regret when that high standard is not met. We thank Mr. for his communication and trust that this explanation properly addresses his complaint.
Regards,
Cricket Wireless
Customer Corporate Relations
Purchased an iPhone 5S for $200 via progressive leanding id XXXXXXX. The financing ended up being $500 and just found out since we did not have the phone for 6 month's that the phone can not be used with another carrier. If it was disclosed to us anout the 6 month's we would have stayed with cricket for another 2 months. Called cricket to see about getting an unlock code and they told us about the 6 month compliance which we were never told. Agent recommended to get it unlocked at Wal-Mart or 3rd party vendor.
Product_Or_Service: Apple /5S/Unlimited
Account_Number: XXX-XXX-XXXX
Other (requires explanation) Either a full refund and I will return phone or we pay the phone off and cricket gives us an unlock code for the iPhone 5s.
Aug 6, 2017
Revdex.com
Online Complaint
Complaint No: XXXXXXXX
Re: ***
Dear Sir/Madam,
This correspondence is in reference to a complaint filed by ***. In his complaint, Mr. states that he financed an iPhone through Progressive, and that he was not informed of the unlock policy for Cricket.
Mr.' account was thoroughly researched in response to his concerns. Mr. was contacted by telephone, he confirmed that the CSR for Care did not let him know of the last requirement option so that his iPhone could be unlocked.
In regards to getting her device unlocked, first the device must meet the following requirements of Cricket's Unlock Policy:
The device you want to unlock has been active for at least six (6) months of paid service.
The device you want to unlock is designed for use on and is currently locked to Cricket's network.
Your device hasn't been reported as lost or stolen.
Your device isn't associated with a fraudulent account.
Device is active under the $60/$70 Cricket unlimited plan
Our records indicate that Mr.' account was cancelled 05-02-2017. Notwithstanding the current terms and conditions, an exception was made and Mr. device was unlocked.
We thank Mr. for his communication and trust that this explanation properly addresses his complaint.
Regards,
Cricket Wireless
Customer Corporateelations
***
*** XXXXX
(The consumer indicated he/she DID NOT accept the response from the business.)
Because none of the terms were never disclosed hence the complaint. Since it was not fully disclosed I would like a full refund or the phone unlocked so I can recoupe the lose on this lease.
since 06/19/17 when I started with cricket I have very poor reception at my house and I cannot count on my cell phone to make or receive any calls/the service inadequate and they told me when I signed on that there would not be any problem with reception.I have made many trips back to the store and many calls to customer support/they all say there is nothing they can do I feel that I am paying for a service im not getting.I want to return the phone and stop the service and leave them/but now they want a 25.00 dollar restocking fee if I do that/plus they charged me 25.00 for activation im getting ripped off sincerely
Product_Or_Service: Samsung /samsung amp 2/cricket cell phone service
Account_Number:
Other (requires explanation) by being able to return phone and stop service and not pay that restocking fee
August 9, 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 he purchased a Samsung AMP 2 on June 25. He was not able to get any reception in his area. He went back to the Authorized Retail Location several times, but was advised that they could not help him. Mr. tried to return the device but they advised that there would be a $25 restocking fee. He is asking that we do not charge him a restocking fee when returning the device. He also wants a refund of the payment made for the device.
Cricket researched Mr. account and found that a ticket (#XXXXXXXXXXXX) was created for "Network -No Coverage" issues. Per case resolution the customer in in a moderate area with limited reception.
We contacted the Authorized Retail Location's Market Director and requested that they provide further assistance with the device return and refund. Per the store's District manager he has tried to reach out to Mr. with no success. He called him numerous times but haven't gotten an answer yet.
I reached to Mr. and advised on the aforementioned. He reported that he spoke to someone at Cricket and was told that he could keep the phone instead. He states he wants to keep the device. I assisted him by unlocking his phone, his unlock code is XXXXXXXX.
We apologize to Mr. for any inconvenience or poor service he felt he received. Cricket strives to provide excellent service and we regret when that high standard is not met.
We thank Mr. for his communication and trust that this explanation properly addresses his concern.
Regards,
Cricket Wireless, Customer Support
***
*** XXXXX
(The consumer indicated he/she ACCEPTED the response from the business.)
since cricket has said that I may keep the phone/im now trying to find a carrier to service it.if I can everything will be fine with me.they said the phone will be unlocked and they also gave me a code number for the sim card.if im able to use this phone with another carrier/i would be satisfied with what cricket did l hope to get this done this week thank you for your help sincerely
I purchased this pre-pay phone on May 29, 2017 from Best Buy. I have called into Cricket customer service numerous of times about phone issues with this phone. The dropped calls, never receiving some calls, not receiving text messages, phone shutting down and calling other contacts while I'm talking to someone else, so many issues with this device. I was told to take my phone to UPS and let them inspect my phone to mail it in for a replacement.(a 2 days turn around ). I took it to UPS on Wednesday 7/19/17 , I called tonight and the representative informs me that My phone is damaged (total lies) and UPS wasn't suppose to except it. My phone is less than sixty days old without scratches, chips or cracks and no water damage. The Cricket representative informed me I *** have to wait until they inspect my phone and then determine what to do. I asked for a supervisor, I was hung up on twice. I mailed my phone which was in excellent condition (in appearance) and Cricket is lying because they don't want to take responsibility for their defective product.
Account_Number: XXX-XXX-XXXX
Other (requires explanation) I need a replacement phone and compensated for all the days documented of poor service and phone defects. I purchased in good faith of AT&T giving me good service but yet I received nothing but frustrating phone issues.
August 8, 2017
Revdex.com
Online Complaint
Complaint No: XXXXXXXX
Dear Sir/Madam,
This correspondence is in reference to a complaint filed by ***. In the complaint, Ms. states that she had a defective device. After being told by Cricket care to send to UPS to have the device inspected, UPS claims the device was damaged and cannot be sent off. Ms. states that her device is less than 2 months old and is in perfect condition. Ms. is requesting a replacement device because of the phone defects.
We have attempted to contact Ms. but we have been unsuccessful. Our office hours are Monday through Friday 9am-6pm EST. Should Ms. like to discuss this issue further, please contact *** at ***. If we are unable to answer, please leave a voicemail and we *** respond accordingly.
We apologize to Ms. for any inconvenience or poor service she felt she received. We thank Ms. for her communication and hope to provide a resolution as soon as possible.
Regards,
Cricket Wireless
Customer Corporate Relations
***
*** XXXXX
(The consumer indicated he/she DID NOT accept the response from the business.)
Because of my work schedule the phone or the email is not an accessible option at the time that he called. Mr. responded once by phone and once by e-mail. Before he responds to you, I should have a chance to respond to him. Poor Customer service, I *** respond to him today and then I *** come to a conclusion. Thank you for your assistance.
August 9, 2017
Revdex.com
Online Complaint
Complaint No: XXXXXXXX
Dear Sir/Madam,
This correspondence is in reference to a rebuttal filed by ***. Ms. states that she had a defective device. After being told by Cricket care to send to UPS to have the device inspected, UPS claims the device was damaged and cannot be sent off. Ms. states that her device is less than 2 months old and is in perfect condition. Ms. is requesting a replacement device because of the phone defects.
After speaking to Ms. on 8/9, we were able to understand the foundation of the problem. For the inconvenience, we have applied a credit to her account. We *** address this issue in with our Vendor Managers in order to provide feedback to our call centers. Should Ms. have any question in the future, we have provided her with our direct contact.
Regards,
Cricket Wireless
Customer Corporate Relations
***
*** XXXXX
(The consumer indicated he/she ACCEPTED the response from the business.)
I can't change what happened but after speaking to customer relations I can move on.
I began receiving Cricket service in January 2017. In March it suddenly quit working in my area. I worked tirelessly with the local representative to attempt to restore my service. *** at the local Lebanon office finally concluded that there was nothing more to be done to restore my service so in April 2017. I made a call to cancel the service with Cricket and I was told to wait until 6 months after I had purchased my phones to receive an unlock code so they could work with a different network. No mention was made of active service being needed during this time.At the 6 month mark on 7/25/17 I went to the local Lebanon Indiana store to receive my unlock codes. Much to the frustration of the store manager *** he was unable to receive those through his channels despite his assurances to them that there was no service available to me. I also spoke with*** #*** who echoed the same statement.I now sit here with phones that I can not sell because of Crickets refusal to unlock them, despite the fact that I paid full price for these phones and they quit providing service at my address before I met their expectations of what they need to unlock the phone.
Product_Or_Service: Apple /Iphone 7/Basic Plan
Account_Number:
Other (requires explanation) Unlock both phones that I purchased from Cricket.
July 27, 2017
Revdex.com
Online Complaint
Complaint No: ***
Re: Mrs. ***
Dear Sir/Madam,
This correspondence is in reference to a complaint filed by Mrs.. In this complaint, Mrs. states she did not have any wireless service on her devices in March 2017. She spoke with local Authorized Retail manager ***, and with customer service representatives regarding this matter. She also states that the Authorized Retail manager (***) informed her that there was no service available to her. She requested that the authorized retail location unlocks her device so she can use it on a different network. She also states she was informed that after six months of service, she will able to unlock her device.
We reviewed Mrs. account and contacted her to inform her that the device unlock requirements were not met due to the following reasons:
Service was activated on January 9th, 2017 and cancelled on April 20th, 2017
Both devices were on the $40 rate plan at the time of service
Informed Mrs. that the link to the Cricket Wireless terms and conditions are available on the back of the original receipt, which was provided to her at the time of her purchase. We also provided Mrs. the Cricket Wireless device unlock policy:
Device hasn't been reported lost or stolen
The device you want to unlock has been active for at least 6 months of paid service or is currently on an Unlimited plan
o If the device has been active for a minimum of six months, then it does not have to be currently active to meet the unlock requirements
o The 6 months active paid service do not have to be consecutive 6 months
Device is designed for use on and is locked to Cricket's network
o Cricket never unlocks the device of another carrier
o BYOD customers with a locked device must return to the original carrier to have the device unlocked
Device is not associated with a fraudulent account
Mrs. stated that she understands the unlock requirements, and she is asking Cricket Wireless to create an exception. Unfortunately, we are unable to grant her request for the devices to be unlocked since the requirements were not met.
We educated her that there were no reports of network outage in her area in March 2017.
We apologized to Mrs. for any inconvenience she felt she received. Cricket strives to provide excellent service and we regret when that high standard is not met. We thank Mrs. for her communication and trust that this explanation properly addresses her concern.
Regards,
Cricket Wireless, Customer Support
I purchased this $35 per month play with my personal phone and I called this company customer setup auto-pay. If not auto pay the charge will be $40 per month. Now I saw the bill is $40 so I called the c
r and never can reach a person. So I had to use the online chat with Cricket customer. Shaun N chatted with me and told me this: I will give you a $5 credit for next month. I told her this is not I ask for a credit but fix the problem and I dislike to call and spend my time like this each month. She just said this is a credit for me! I have very low expectations for a wireless provider and they always try to charge few more $ and never feel wrong from them. I think this is Fraud because if they charge each customer $5 and that is lots money for million customers. Last time I was told they fixed the problem but it is not and I was told now again I got $5 credit for next month. I doubt I had to deal with this next month again. I asked her to pay my 1 hour because this is the second time I ask them to fix the problem. Shaun N said she gave me $5 credit but didn't say that is their mistake! My hour payment is $56 and I didn't be paid to help them fix the problem.
Product_Or_Service: Apple //
Account_Number: XXX-XXX-XXXX
Other (requires explanation) 1.Forever fix the problem. 2. Pay my 1 hour of $56 for second time to contact their arrogant agent to fix their mistake. 3. Apologizes to me for such low quality service.
August 7, 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 she is not receiving her monthly Auto Pay credit for her $40 plan. Ms. states she is not fond of calling CARE, and having a $5 credit manually added to her account.
Ms. was contacted by phone on 8-6-2017. It was explained to her that technical ticket XXXXXXXXXXXX was created to address the technical issue to drive towards resolution. A $5 credit was issued to her account for the inconvenience.
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 for her for her communication and trust that this explanation properly addresses her concern.
Regards,
Cricket Wireless, Customer Support
***
*** XXXXX
(The consumer indicated he/she ACCEPTED the response from the business.)
This business is very bad and never surprised to see this happen again and again. Only sorry will not change the situation and their business theme is overcharge as customer as they can for small amount but add up the customers and then the nasty profit will be what they targeted. Hope some fine for this type of thing towards this type of business if regulators is not available. We all have a life and need to focus on.
I returned an unopened phone per instructions via UPS on 6/28/17. It was received 6/30/17 at 1:02pm. I was told via e-mail my $210.19 would be refunded within 10 business days upon receipt. On 7/19/17 I was passed back and forth between Customer Service and the Warranty Dept. I was told the item although unopened it was received, it still had to undergo an inspection and 7-10 business days my debit card would be refunded. Your "Buyers Remorse Policy does not mention inspection only return. It is not acceptable to wait until August 2017 for a refund when all of Cricket return guidelines were met and proof is available.
Product_Or_Service: Apple /Iphone 6/Basic Plan
Account_Number:
Other (requires explanation) I would like my debit card on file refunded the $210.19 that was paid 6/23/17. The Item was returned via UPS 6/30/17 and the 10th business day 7/17/17 has passed. I'd like an immediate refund.
Cricket has refunded my checking account $180.19 & the remaining $30.00 was credited to my Cricket bill. You can close my case. I still don't know why it took 28 days instead of the 10 business days as stated. Thank you for your cooperation
I have placed my online order for Samsung Galaxy Amp PrimeItem Number: ***and $30 plan yesterday (7/20/2017), and it was promised same day shipping and $50 discount for porting my number. I checked the web twice. However, I was charged for the full amount ($109.99).My order was reported as "delayed".When I tried to contact customer support today, I found two things1. It is too late to cancel my order. I can only return my order later (with $25 fee, yes)2. $50 promotion no longer available (it was available until 7/2/2017... really'??) Yes, I cannot see it on the web today anymore. Is it a reason for delay'And yes, I will receive the phone too late. Not this week.
Product_Or_Service: Samsung /Galaxy Amp Prime ***/
Account_Number:
Other (requires explanation) Honor promised discount ($50) or let me return my order with no fees. Whatever you prefer.
I have returned this order to Cricket Wireless with no fees.
On the cricket wireless website they advertise as having unlimited data but then say in the fine print that they will slow your speeds after 22 GB of data consumption that's not unlimited thats limited. 22 GB of limited to be exact.
No settlement requested - for I don't believe they should be advertising as unlimited when clearly it's not unlimited.
March 17, 2017
Revdex.com
Online Complaint
Complaint No: ***
Re:***
Dear Sir/Madam,
This correspondence is in reference to a complaint filed by regarding Cricket service. In his complaint, Mr. states that Cricket Wireless shouldn't call the Unlimited Plan 'Unlimited' due to the restrictions the plan has. Mr. also expressed concern on the speed of the data after he passes the mark of 22GB.
Cricket regrets Nathan Lee *** is dissatisfied with the change to the terms of our Unlimited Plan, and our implementation (effective April 2, 2017) of Congestion Management to more fairly allocate network resources among users during periods and at locations experiencing network congestion. Unlike our other data plans, which reduce data speeds to 128Kbps if you exceed your monthly data usage allowance, Cricket's Congestion Management practice does not impose a cap on data speeds for Unlimited Plan customers who exceed 22GB of data usage within a monthly plan cycle. Rather, such a customer will continue to have High-Speed Data Access for the rest of that cycle, but may experience temporarily lower data speeds and increased latency during periods of congestion as compared to other customers using the same cell site.
As soon as the congestion at the cell site diminishes, or if the customer's data session moves to an uncongested cell site, speeds and latency are not affected. Because congestion can start and stop over a very short time period, the impact of this practice on Unlimited Plan customers in most cases should be minimal.
Cricket is a no-annual contract carrier that provides prepaid monthly wireless service to its customers. Cricket has provided more than a month's notice to existing customers of this change, and new customers purchasing an Unlimited Plan likewise will be notified of this
Change. Alternatively, Cricket customers may purchase or switch to another Cricket rate plan that does not include this network management practice.
Cricket will notify its Unlimited Plan customers on a monthly basis as to when their data usage exceeds 75% of the 22GB threshold (i.e., at 16.5GB of data usage) so they can adjust their usage to avoid potential, temporary reductions of their data speeds during the remainder of that monthly plan cycle.
Again, per the above policy we don't guarantee the speed of the data, just the ability of having access to his data on his device.
Additional information can be found online at www.cricketwireless.com/terms.
We apologize to Mr. for any inconvenience or poor service he felt he received. Cricket strives to provide excellent service and we regret when that high standard is not met.
We thank Mr. for his communication and trust that this explanation properly addresses his complaint.
Cricket Wireless, Customer Support
(The consumer indicated he/she ACCEPTED the response from the business.)
I had the unlimited data plan and Cricket decided to change their plans. The new plan had a cap on the internet after 22 Gb of data and the new plan was also $10 less per month . The issue im having is that cricket decided to change the terms and conditions of my plan and continued to charge me $70 a month with the new cap on my internet . I called and asked for a refund for the months of being charged more and they said NO. This is another example of fraud with these companies taking advantage of the system and of customers. Basically I was being charged $10 more for each line and cricket taking advantage.
Product_Or_Service: Apple /Iphone/Unlimited 4G LTE
Account_Number:
Other (requires explanation) I want the $20 extra i was charged for more than 5 months and an investigation into this company
August 01, 2017
Revdex.com
Online Complaint
Complaint No: ***
Re: ***
Dear Sir/Madam,
This correspondence is in reference to a complaint filed by ***. In his complaint, Mr. states that Cricket Wireless shouldn't call the Unlimited Plan 'Unlimited' due to the restrictions the plan has. Mr. also expressed concern on the speed of the data after he passes the mark of 22GB and the price change on the plan. Mr. is now requesting a credit of $20 for the price changed on the plan.
Cricket regrets Mr. is dissatisfied with the change to the terms of our Unlimited Plan, and our implementation (effective April 2, 2017) of Congestion Management to more fairly allocate network resources among users during periods and at locations experiencing network congestion. Unlike Cricket's other data plans (which reduce data speeds to 128Kbps once the customer exceeds the monthly data usage allowance), Cricket's Congestion Management practice for Unlimited Plan customers who exceed 22GB of data usage within a monthly plan cycle does not impose a cap on data speeds. Rather, those customers will continue to have High-Speed Data Access for the rest of that cycle, but may experience temporarily lower data speeds and increased latency during periods of congestion as compared to other customers using the same cell site.
As soon as the congestion at the cell site diminishes, or if the customer's data session moves to an uncongested cell site, speeds and latency are not affected. Because congestion can start and stop over a very short time period, the impact of this practice on Unlimited Plan customers in most cases should be minimal.
Cricket is a no-annual contract carrier that provides prepaid monthly wireless service to its customers. Cricket has provided more than a month's notice to existing customers of this change, and new customers purchasing an Unlimited Plan likewise will be notified of this
Change. Alternatively, Cricket customers may purchase or switch to another Cricket rate plan that does not include this network management practice.
Cricket will notify its Unlimited Plan customers on a monthly basis as to when their data usage exceeds 75% of the 22GB threshold (i.e., at 16.5GB of data usage) so they can adjust their usage to avoid potential, temporary reductions of their data speeds during the remainder of that monthly plan cycle.
We contacted Mr. on July 31st, 2017 and advised him of the above policy and also that Cricket through its Wireless Service Agreement (https://www.cricketwireless.com/terms) does not guarantee the availability of the wireless network or any Wireless Services.
We thank Mr. for his communication and trust that this explanation properly addresses his concern. We apologize to Mr. for any inconvenience or poor service he felt he received. Cricket strives to provide excellent service and we regret when that high standard is not met.
Regards,
Cricket Wireless
Customer Corporate Relations
I enrolled in bridge pay programService was cut off on 7th Day call customer service explain to gentlemen he did not try to assist me I asked to speak with manager hesitated to transfer my call spoke with manager he did nothing to resolve my issue explain to me that he could do nothing to resolve my issue .
Account_Number:
Other (requires explanation) Would like extra $45 paid to be applied to next month's bill.
August 1, 2017
Revdex.com
Online Complaint
Complaint No: ***
Re: ***
Dear Sir/Madam,
This correspondence is in reference to a complaint filed by ***. In this complaint, Ms. states that she enrolled in Bridge Pay, and that she was upset that her service was cutoff on the 7th day of service.
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.
On 07/13/2017, Ms. enrolled in Bridge Pay and made the required partial payment. The remaining balance was due by 07/19/2017. Failure to make this payment would void the Bridge Pay agreement, and the full monthly balance would then become due.
No payment was received on 07/19/2017 and Ms. account was suspended for non-payment on 7/20/2017.
We do appreciate Ms. being a loyal Cricket customer since October 2014. Ms. was advised that Cricket does send reminder texts of when the second Bridge Payment is due. A one- time courtesy credit of $40 was placed on her account.
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
On Friday 7/14/17--I switched my phone service to Cricket. I don't know much about cell phones'I just wanted a plan with unlimited data. I bought the phone from *** at the store at 5066 So Wadsworth Littleton. He stated I could exchange the phone within 7 days because I was unsure of the size. I came back on Monday 7/17/17 to exchange the phone and*** was working by himself.*** was complaining how tired he was to a customer. He wasn't really wanting to help me and I couldn't get any assistance with the phones from him. He stated that there was a $25 restocking fee and that I was losing a lot by exchanging the phone. I said the $25.00 restocking is not on the receipt and I was not aware of that charge.*** was quite rude and extremely agitated including slamming the drawer at one point.*** was saying I had a "bad attitude" but he was extremely rude and almost hostile I don't expect such rudeness and anger in a retail setting. He wouldn't let me see new phone to see how it fit in my hand...and then he said I will not help you with the phone--I asked if he was "threatening to not do his job. I was getting upset and I just wanted out of the store. On my way home'my phone wasn't working'so I took it back. Apparently,*** didn't even install the SIM card. I went to a different Cricket store on ***. She opened up my phone and said the SD card was missing. She tried to help me with my pictures but there aren't on my phone. She was able to get my contacts restored but no pictures since they were on the SD card. I called the store the next morning and*** and his co-worker refused to help me find the SD card. I am very upset at losing 10 year worth of pictures. I told***'that I felt he 'stole? my SD card.*** responded in a threatening manger and said that he had my 'name and phone number.? This makes me nervous. I called Cricket Customer Service at 611--they told me that they would open an investigation and get back with me as soon as possible. I have asked thathat the in-store camera be reviewed. On Wednesday, July 19th'I did talk to ***'she was trying to be helpful'but she was only relaying what she was being told by***. She did not listen to my facts at all. I asked her to check with ***'district manager--and he was non-committal. To date, ***, has not returned any of my phone calls. To date, I have not had a satisfactory response from Cricket on the disappearance of my SD card or the hostile behavior of Cricket employees. I have not even had the courtesy of a phone call from a Cricket Manager or any resolution to my issues or concerns.
Product_Or_Service: LG //Cricket
Account_Number:
Other (requires explanation) $100.00 to compensate for lack of service provided by in-store representative. The phone I purchased is $9.99 online not $99.99 at the store. Since *** did NOT provide the necessary service to get my phone up and running--I don't want to pay the in-store price.$2000.00 to replace 10 years worth of pictures on the missing SD card. Review of the onsite camera to determine what actions *** took with the returned phone.
August 4, 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 a store advocate was unhelpful when attempting to exchange a device for a new one. She states the advocate caused her to lose several years' worth of pictures she could never get back.
Upon reviewing Ms. account we discovered she filed this same complaint with another agency. We have already addressed the complaint and involved the store's Market Director, so that he could address the issue and use the interaction with the store advocate as a coaching and training opportunity. We were able to see that a courtesy credit was giving as well for customer satisfaction. We attempted to contact Ms. directly to discuss our findings and were unsuccessful. Should she wish to discuss this matter further, she can contact *** at ***.
We value Ms. feedback and apologize for any inconvenience or poor service she felt she received.
Cricket strives to provide excellent service and we regret when that high standard is not met. We thank Ms. for her communication and trust that this explanation properly addresses her concern.
Regards,
Cricket Wireless, Customer Support
(The consumer indicated he/she DID NOT accept the response from the business.)
This is not true. I was never contacted by any store director at alk. Also.. After filing a complaint with Cricket...I was promised a $40 credit on my account by ***. This never happened either. This is not resolved and Cricket is not ethical in their resoonse.
August 21, 2017
Revdex.com
Online Complaint
Complaint No:***
Re: ***
Dear Sir/Madam,
This correspondence is in reference to a rebuttal filed by ***. In this rebuttal, Ms. states she had not received a call in reference to her initial complaint from Cricket wireless nor has she received the credit she was promised from a prior agency complaint.
We made several attempts to contact Ms. to discuss this matter. We attempted to contact her August 4th. August 15th and August 18th and we were unsuccessful. During all three attempts we also left voicemails providing our callback information, so that we can address this matter with her. Should *** Ms. *** wish to discuss this matter further, she can contact *** directly at ***.
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 purchased a phone from cricket on 7/14/17. From the first day of purchase till now the phone does not allow me to make or receive phone calls and text messages. It works in certain areas outside but not in my house at all and a few other areas such as other people homes. I first called customer service and they refreshed the phone for me but I still had the same issue so I brought the phone to the store to see if I can get a return. A representative name *** said he could not offer a return because technically the phone was free I just paid for the activation fee and plan. He called customer Service for me and after being put on hold a few times I was told that its not crickets fault my phone isn't working but mine for being in areas (such as my house) that don't have any service. I asked is there any sort of solution they can give me because I basically don't have a phone since it never works when I need it to. My issue is that I need to get in contact with people and even though the phone was free I paid for a service that I have not been able to use and I felt like they were trying to get over me because I am young. The representative in customer service told me that its not there problem that my phone isn't working because it works everywhere else. I explained to him that it isn't working everywhere else and it is crickets partial responsibility because my information was given ahead of purchase and all of a sudden I'm being told the cell tower is a mile away from me which is why it doesn't work. I was not given any heads up of the possibility of me not being able to get any service in my area or places I go. I am a single female who has to take the bus and walk at night. I feel like if I pay for a service that service should at least work where I reside and where I work but it does not work at all.
Product_Or_Service: LG /LG Fortune/$30 Service Plan
Account_Number:
Other (requires explanation) I would like to be able to return the phone and be able to get back what I paid for activation and the plan fee ($55.00) because I expressed the issue within the 7 day period and it has not work from the moment I got it. The phone is still in brand new condition and I have my receipt, the box it was received in, and the charger.
August 2, 2017
Revdex.com
Online Complaint
Complaint No: XXXXXXXX
Dear Sir/Madam,
This correspondence is in reference to a complaint filed by Diana ***. In this complaint, Ms. is requesting a refund for activation and service fees she paid. She states she cancelled the service due to poor reception at home.
We contacted Ms. directly and advised her that we have processed a full refund for the service and activation fees. We advised Ms. that the refund will be issued in the form of a check and to allow 7-10 business days to receive.
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
***
*** XXXXX
handicap individual sent my son to upgrade my phone at cricket store. My son bought a new phone that blacked out 2nd day after purchase. Son took it back and exchanged for more expensive phone to ensure no problems with communications as I live alone and was recently discharged from hospital. New more expensive phone was purchased that also worked for only one day and it blacked out. I insisted that my son get some explanation as to how we purchased two (2) defected phones in a matter of just a few days only to be told that they made one exchange and could not make another and there was nothing that they could do. Needless to say I am outraged to have experienced such business practices. I have made attempts to contact this agent and no one answers. Interesting enough my son went just across the street to another communications retail store and was greeted by the attendant who stated you bought one of those defected phones from cricket.
Product_Or_Service: Samsung /android htc/senior
Account_Number:
Other (requires explanation) I will only accept a full refund. I have already cancelled my service that I have had with cricket for the better part of 20 years. I have also cancelled the auto pay for monthly service to be deducted from my checking account.FULL REFUND. NOTHING LESS. PLEASE
July 26, 2017
Revdex.com
Online Complaint
Complaint No: ***
Re: Mr.
Dear Sir/Madam,
This correspondence is in reference to a complaint filed by Mr.. In this complaint, Mr. states he sent his son into a Cricket store to upgrade his device. The new device he received didn't work after the 1st day. He stated he then sent his son back to the store to get another device, one more expensive hoping that one would work better, but it didn't he had the same results. He then told his son to take that one back and get a device that worked or his money back. The store denied both request. He is asking for a refund for all the charges he incurred during this process.
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 reviewed Mr. account information and were able to determine that there were 2 new devices added a day apart from each other and no usage.
We contacted Mr. and apologized for the inconvenience with regards to this issue and advised him to return the device to us here at Corporate Headquarters. We advised him we will issue a credit for all of the charges associated with the upgrade. We provided him with our address so that the device could be returned to us directly. We also provided our direct contact number should he have any additional questions or concerns.
We thank Mr. for his communication and trust that this explanation properly addresses his concern.
Regards,
Cricket Wireless, Customer Support
From: ***
Date: September 14, 2017 at 8:04:11 AM PDT
To: ***
Subject: Re: Complaint Transfer for Complaint Number:***
I have finally received a full refund from AT&T, unknowingly the parent company for Cricket Wireless. Thank you for your help and influence in unfair business practices of large companies against common Citizens.
________________________________________
I referred a friend for five lines in February. They received their credit last month in June. I have yet to see mine. I called 6 agents and no one could help me including managers. They all claimed to have no one available above the first step of management. They said they didn't even have a number for corporate. That there wasn't even a complaint system they could enter into. I even spoke to the rewards people who told me they didn't handle referrals prior to April. I think the customer service is terrible. Someone should have helped me. There should always be someone higher up available. This run around is very wrong.
Account_Number:
Other (requires explanation) I would like the credits to my account for the referrals. My friend received his already for the five lines.
August 02, 2017
Revdex.com
Online Complaint
Re: ***
Complaint ID: ***
Dear Sir/Madam,
This correspondence is in reference to a complaint filed by *** regarding Cricket service. In her complaint, she states that she referred a friend, a total of five lines in February to Cricket. Ms. created a profile via the Refer a Friend online portal, so she could receive her promotional credit. Ms. stated that the friend that she referred already received their credit last month in June ,and is concerned that she has not received the Referrer credit as of yet. Ms. is asking we provide her the promotional credit to her account.
We researched Ms. referral submission, and found that it was incomplete. Per our records the referral code was Account Identifier Required and she never completed the process.
We contacted Ms. on July 31st and advised that a Refer a Friend code was automatically sent to her device account however she did not completed the process. We value Ms. as a Cricket customer and let her know we applied to her account a one-time courtesy credit of $50. Ms. was satisfied with that explanation and resolution we provided her.
We apologize to Ms. for any inconvenience or poor service she felt she received. Cricket strives to provide excellent service and we regret when that high standard is not met. We thank Ms. for her communication and trust that this explanation properly addresses her concern.
Regards,
Cricket Wireless
Customer Corporate Relations
This phone makes calls on its own when nobody is even around it, it turns its own volumn off so that I am repeatidly missing calls, and the text, a lot of the times, are never what I actually typed. I have received calls from my daughter at work asking me to please stop calling her, and I was not even around my phone. As an Unemployed, Homeless Veteran I am constantly getting calls from possible Employers, and doctors at the V.A., and I have signed up for State Grant Programs to help Homeless Veterans. These calls have been hung up by this phone, and I have even nearly missed a very important appointment by one of these counslors because I received a voicemail from her asking me to call that she sent one week earlier. This phone will cut off a call in mid sentence, and begin calling other people. I can be talking to someone, and the call will be terminated. I can provide names, and numbers to verify all of these people I am talking about! I have brought this phone back to the store, and the sales girl admitted the phone was a low quality phone, and asked me how much more was I willing to pay for a better phone. I told her that she was out of her freaking mind! I called the Customer Service phone number, and was told that I first had to do a factory reset, and see if the problem existed. I explained that I had already done one but she said that I had to do it again. The problems still exist! I told the lady that all I want is a replacement of the same phone but one that works!! I even had a msg blocking my screen one time saying something about my SD card, and I do not even have a port for a SD card! The sales person admitted something was wrong. I have not even been able to speak to the Manager! Everytime I ask for the Manager I am told that she is not in but that I can leave her a msg. I told the sales rep if I lose a job offer or a chance to get a home because of this phone that I will make sure that the world will know.
Product_Or_Service: Other /Alcatel/Cricket Wireless
Account_Number:
Other (requires explanation) I would like another phone of equal valus, along with the continued service plan that I am on now. Nothing more, and nothing less. I would also like for this replacement to work properly.
July 25, 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 he purchased a device from Cricket Wireless and the device stopped working properly. He states the device makes calls to numbers when there is no one around. He also states he has received calls from his daughter stating he is sending her text messages that he hasn't sent. He is requesting a new device.
We apologize for any inconvenience or poor service Mr. felt he received. Cricket strives to provide excellent service and we regret when that high standard is not met.
We spoke to Mr. and advised him that he can call our Warranty department and request a replacement for his device. We provided the number and explained how the warranty exchange process works. He was satisfied with the information that we provided.
We thank Mr. for his communication and trust that this explanation properly addresses his concern.
Regards,
Cricket Wireless, Customer Support
(The consumer indicated he/she DID NOT accept the response from the business.)
I received a call on 7/22, and I was provided a number to the warranty dept. This was not the number I had to call. I called the 611 number and spoke with a Ms *** who was very helpful. She gave me the proper number, also everything that I should need to tell the warranty dept. I called the warranty dept who informed me that I would be given a number to go to the UPS store, and they will look the phone over for obvious damage. Once satisfied a new phone will arrived within a day or two. I mentioned to the man that since the day that I made the Revdex.com complaint I now notice something that looks like a smudge on the face of the phone. He then stated that if there is liquid damage that I will not get a new phone. This company has already done this same diagnosis in may and so I already know that I will not get a replacement. I do not understand why I cannot take it back to the store, and simply get a replacement!! Whenever the lady called on 7/22 she assured me that I would simply turn in my phone to the UPS, and get a replacement!!
August 16, 2017
Revdex.com
Online Complaint
Complaint No: ***
Dear Sir/Madam,
This correspondence is in reference to a rebuttal filed by ***. After reaching out to Mr., we were able to get his information regarding his defective device. We have contacted warranty for options on returning the defective. Once they update us, we will notify Mr. of the next steps receiving a replacement device. Mr. understood. We will update Mr. as we receive information. Mr. has our direct number, should he have any questions in the interim.
Regards,
Cricket Wireless
Customer Corporate Relations
(The consumer indicated he/she ACCEPTED the response from the business.)
A replacement phone was sent to me as promised by a Mr ***, and I changed over the sims card, and battery, and then called their Customer Service number who worked with me, and talked me through the activation process.
I was also emailed a UPS label to return my older broken device, and everything and everyone was amazingly cooperative, and very helpful. I am well please at the end result, and will continue my service with Cricket Wireless! Thank you!
My complaint is in regard to being charged for an "upgrade'activation fee of $25.00 for a phone that was purchased to replace a phone that no longer work do to coffee being spilled on it. I didn't "upgrade" anything as it was the same phone set model and I made no changes to my plan. I was changed $25.00 to activate a number that was already active. I feel that I may be a victim of fraud to a transaction that was executed to profit the retailer/phone company and wasn't warranted, needed and may be illegal.
Product_Or_Service: LG /true/unlimited
Account_Number:
Other (requires explanation) I would like the $25.00 credited to my bill. I have been a customer with this company for over a decade and had no problems.
July 24, 2017
Revdex.com
Online Complaint
Complaint No: ***
Dear Sir/Madam,
This correspondence is in reference to a complaint filed by ***. In the complaint, Mr. states he may be a victim of fraud to a transaction that was executed to profit Cricket Wireless. Mr. was charged for an activation fee of $25 for a phone purchased to replace a phone that no longer worked due to a coffee spill. Mr. is requesting a credit of $25 to his account.
After contact Mr. on 7/24, we informed him of Cricket's policy regarding in-store activation assistance. Per Cricket's policy, Cricket stores and Authorized Retailers will charge a $25 activation with purchase of a Cricket device and devices that you bring to Cricket. Mr. understood.
We apologize to Mr. for any inconvenience or poor service he felt he received. We thank Mr.l for his communication and trust that this explanation properly addresses his concerns.
Regards,
Cricket Wireless
Customer Corporate Relations
I had prepaid plan with Cricket in December 2016 since then before the 15 Th every month,I have been made a prepaid of 70 dollars for 2 lines, one for myself and for my husband.On July 15/2017 my husband phone was broken, and metro pcs offer a free phone for a new client, he decided to have a free phone and start to have the service with Metro PCS on July16/2017.I did make a prepaid for me and for him with Cricket (for July 15 to August 15 /2017) so I call cricket to request a refund of 30 dollars credit back to my account on July 16, because my husband use the service with Metro pcs, not with Cricket anymore. cricket refused the refund and the manager her name is Katye said that no one in the company can credit back that money. I think it is not fair for clients to pay for the service that they don't use, it is unfair to get the prepaid money from clients whose phone already port out. I am disappointed.Now is the time for Revdex.com help cricket wireless to improve their customer service, to get the reputation. I believe a happy client is very important,if Cricket can not make their customer happy, please make them feel they are treated with respect and fair. Thank you
Account_Number: XXX-XXX-XXXX
Other (requires explanation) Cricket wireless phone company can study my case and solve this issue.1/ refund the prepaid 30 dollar to my credit card (for the phone line already port out.)2/ store credit or billing adjustment 3/ if It is impossible to do 1 or 2 ,your explanation to make your clients feel fair is highly appreciated.
July 22, 2017
Revdex.com
Online Complaint
Complaint No: XXXXXXXX
Re: Mrs. ***
Dear Sir/Madam,
This correspondence is in reference to a complaint filed by Mrs. regarding Cricket Wireless. In this complaint, Mrs. states her husband's phone broke and he wanted a new phone for free, but Cricket wasn't offering one. She states they went to a different provider and got a free phone. She is now asking for a refund of the unused monthly service charge since she canceled prior to the end of his billing cycle.
We spoke to Mrs. and explained that our policy states there are no refunds for unused monthly charges. Should a customer cancel a line prior to the end of their billing cycle, any unused portion of the bill is forfeited and nonrefundable.
We 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 are sorry we were unable to meet Mrs. request, and trust that this explanation properly addresses her complaint.
Regards,
Cricket Wireless
Customer Corporate Relations
***
*** XXXXX
On July 5, 2017 I ordered a samsung galaxy s8 ($826 total value). It was out for delivery from waycross, ga to my home in jacksonville, ga on the 7th. It never arrived. I called the delivery company and they said that the shipper, Cricket corporate, had called the device back. I then called cricket to get some answers. They were not able to tell me anything that I didn't already know. The company that called it back was not able to tell me why they had called the device back. Isn't that weird'? They were only able to tell me that I would have to wait for the device to be returned to the shipper before the "refund process" could begin. It was returned to the shipper on july 11th at 10:29am and signed for by "***". Here I am on july 17th and still no refund. I have paid this company for a device that I do not possess, 12 days later. $826 is NOT pocket change. They had absolutely no problem accepting my money the moment that I ordered the phone online, but are dragging their feet on getting my money back to me. Unacceptable. Every time that I would call cricket, I would get passed *** to some other department and every department would have ZERO answers. I have yet to find out exactly why my device was called back to cricket. And cricket has made ZERO effort to voluntarily reach out to me, the consumer, to notify me of the current situation and what they plan to do to rectify this major inconvenience. I have had to reach out to them EVERY time to try and shake some answers out of them. With every phone call, it is becoming more apparent that cricket departments can not or *** not communicate with each other. Horrible customer service. On the 15th of July I requested that a supervisor call me. *** was my customer service representative. She assured me that someone would contact me that day. Here it is on the 17th and I have heard nothing from Cricket. I believe it was just a way to get me off the phone. Unacceptable.
Product_Or_Service: Samsung //Unlimited
Account_Number: XXX-XXX-XXXX
Other (requires explanation) I really just want my money back and more importantly an explanation as to why my device got turned around by cricket. *The delivery company, FedEx, told me that Cricket corporate contacted them and requested that the package be returned. I did not refuse the package. I was home to receive the package.*I have tracking and order numbers for this device in question, if needed.
July 31, 2017
Revdex.com
Online Complaint
Complaint No: XXXXXXXX
Re: ***
Dear Sir/Madam,
This correspondence is in reference to a complaint filed by ***. In this complaint, Mr. placed an online order for a Samsung Galaxy S8 and has not received the device. Mr. states he was advised the device was returned to the sender without any explanation as to why nor has he been refunded for the undelivered order.
Upon reviewing the account we discovered that the order was cancelled/intercepted due to inconsistent data and we wanted to protect Mr. from potential fraudsters. There was inconsistent data between the phone, address, and name.
We contacted Mr. directly and explained this to him and also advised him that we have processed a refund and to allow 3-5 business days for the refund to post back to his credit card.
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
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(The consumer indicated he/she ACCEPTED the response from the business.)
I spoke to Cricket Wireless corporate yesterday, July 31, 2017. They did inform me that my refund was finally on its way to my account (almost a month to the day later). The only thing that bothered me was out of the $825.99 that I spent I am only going to receive a refund for 755.99. The 755.99 is the price of the device. The $70.00 that I will not get back was for the service plan that I bought additional to the device. They automatically applied it to my old phone without my knowing. Overall I am very displeased with Cricket wireless and I will actively advocate against this company when the opportunity arises. I feel that me having to wait a month for a refund of my money that has been in their bank accounts has not been made right by not giving me a full refund. If nothing else it should be a penalty fee of sorts for Cricket. The only reason I accept this response from Cricket just because I am so tired of dealing with their garbage.