Cricket Wireless
Reviews and Complaints

went into a store to cancel my 2nd line, Mary at store was talking to a person on chat and told her I wanted to cancel the 2nd line and chat person cancelled wrong line. when Mary told the person on chat they cancelled wrong line the chat person disconnected. when Mary went back on chat line and told the new chat person what happen, they told Mary to restore it I had to pay 75.00. Which is wrong. I have talked to several supervisors on customer service. I spoke to one supervisor name Jay gave me this ticket # I-xpid4z for investigation he open. I spoke to another supervisor name Leo that also talked to the store manager and told her that he, see's the chat conversation and see where the chat person cancelled the wrong line and Leo told store manager that he would not correct their mistake unless I paid to restore my other line. you can contact me at [protected]. This happened on Sunday Dec. 11, 2022 and I have gotten nothing but the run around with customer service.

I am a customer of cricket for 17+ years now. Why in the world do I have to pay more for a phone than someone switching from another network? My 17 years does not count for anything?

This recruiting new customers is off putting to the rest of us that have been loyal and let us remember cricket used to be the worst company to have a phone through. But hey I stuck it out and watched it grow into the company it is today. I should have switched years ago but stayed loyal. Now cricket be loyal to me.

A new customer may not even stick with cricket for a year or two or ten or more. So why roll out the red carpet? Why give phones away to new customers you don't know?

I have struggled financially and had to have a few months lapse in my service but I came back. Not sure why.

Please TAKE THIS SERIOUS. My loyalty and every other loyal customer deserve better from you guys. Like do a holiday thing for current customers over x number of years. WE NEED TO FEEL APPRECIATED and SHOULD be appreciated.

Maybe another company has this same promo and I should switch from cricket to them? I seriously will look into it. Or you know I hear Straight Talk is rather decent. 🤔

On another note... Give your customer service reps a contact for corporate. They are helpless in changing any policy, so they should be able to give out a contact for people like myself. Or are you all scared of complaints? Scared of the people that MAKE your company? Without your customers (especially long-standing ones) you are nothing.

Try to login, login must have been changed somehow. Asked for username to be texted. It does not work.

This company is constantly screwing me out of money by doing things like this and charging me extra fees when I had auto pay.

My lawyer has been kept apprised (since phone calls are so tough anymore) of this situation, and my cousin (writer for the associated press) is waiting to hear the resolution of this, to see if I get jipped again.

Cricket gives a statement by every single cell phone that says: "Upgrade or New Line pricing is available to customer once every 180 days" And they also promise this in the store, BUT they NEVER honor it. It is only to give false impression that Cricket will give you a good price every 180 days when you get a new phone.

Reality is that, if you go to Cricket web site without logging in, so you Have NO 180 day discount, you get exactly to the penny the same price for a new phone. If the price is the same on day one as it is after 180day service, or even 4 years of service with 4 lines, as I have, the obvious situation is Cricket gives dishonest fraudulent pricing to lure you in to their service, with no intention of ever honoring their promise.

Multiple Cricket sale reps have given same dishonest comments.

The only way to get Cricket device pricing is to cancel your cricket account and go to another vendor, then come back later.. Seems like Cricket is trying very hard to drive away their customers.

About a week ago my phone service was interrupted due to employees and fractions at a Bloomington Illinois location which resulted in my phone service being interrupted since then the employee has been fired and a district manager I do not remember her name but from the Peoria Illinois office with the phone number [protected] promises promised me to get my phone back and working order my phone number in Pacific as well as my wife's phone for the last 2 days now this district manager has been unreachable as ignored my took my calls and texts and I've been without a phone for a week now my name is Lester Simmons phone number I had was [protected] this number has been given to somebody else I believe his name is George I do not know his last name but the day of the incident when I made the phone call about the infractions my phone number suddenly stopped working since then my mother is being put in the hospital she had a stroke family members was trying to contact me on that 532 number and nobody could reach me I think this is unfair and I would like this issue resolved at the earliest convenience thank you I do have a alternative number I can be reached on which is [protected]

i ordered three phones on oct 1st and paid 89.00 i received the phones the following monday i called cricket to activate the phones and they told me i had to pay another 29.00 to complete the process. so i paid the extra 29.00 and we tried to activate all three phones. they were unable to activate any of the phones due to a glitch in their system saying that the phones were still processing yet i had already recieved the phones. i called them everyday trying to get these phones activated. they were unable to activate any of the phones. on oct 6th i was told they would cancel the order completely and refund my money. all i had to do was return the phones which i did

oct 28th tracking number 1Z2E09798714014391

TRACKING NUMBER 1Z2E09798719200206

TRACKING NUMBER 1Z2E09798711277612

i had to send all three phones back seperately. i was then told it would be 7 to 10 business days but that the money would be returned to my bank account its been three weeks and i still havent gotten a refund all i get is that they dont do refunds and that i have to contact my bank to do a reverse transactioon. which my bank does not do. i have been lied to and given the run around for 6 weeks or more on first trying to activate the phones returning them and now trying to get a refund. basically they stole money from me and are refusing to return it.

I lost my phone & waited to order a new phone until later that evening. The following morning, I received a message telling me that my phone had been found. I immediately called Cricket in hopes of cancelling the phone order.

I spoke with Eva who told me that she could help me, but she would have to call me back in 3 hours to let me know if she could cancel the order or not.

She called me 3 hours later & left a message telling me who it was & to have a nice day. Nothing was said about cancelling my order.

I called back to speak to Eva but spoke with a different person about cancelling my order. She gave me some options, one of which was to call UPS to cancel the order. What? I called & they could not cancel the order.

The 3rd time I called I was inquiring about when I could expect my refund, I was told that the refund would automatically happen once the return was confirmed. I got this information from a woman in Warranty, who knew that the phone had been returned on October 19, 2022 at 10:19 am.

The 4th time I called about my refund I was passed back & forth between Customer Service & Warranty at least 3 times.

I finally spoke with a woman, Livia, who understood my disappointment & frustration. She ended up going to her manager to resolve my issue once & for all & told me that I would see my refund in 2 or 3 days. That did not happen.

It is now November 11 & I have not received my refund.

My acp discount got cut off due to my changing addresses.

Someone at Cricket Customer Service determined the best thing was to close my acp account and re-open a new one.

Not sure if that was right or wrong but that's where a saga of close to a dozen calls and at least 4 hours of my time on hold and talking to Cricket CSR's began.

The many problems I encountered with Cricket Customer Service Reps and Cricket's phone menu system:

* Every time I called I had to wait 15-20 min just to get through. When you call them here in Central FL they answer with a menu re routing your call, then once the call is routed, it is routed to a recording which states they are experiencing high call volume and the wait will be at least 10 min.

No option to call you back, you either sit and wait or you will *never* get through, which seems to be what they are hopiing. *Every* call begins with this 10-20 min wait.

* While waiting for 10-20 min you are annoyed with overly loud commercials for cricket and an annoying jingle being played over and over and over and over...

* When you get through - no matter if it's your 9th time re the same issue - you have to explain your issue all over again.

* After 20 min or so they determine to pass me through to the acp dept.

At that point, 4 times I got cut off. Imagine how frustrating this is after already spending 20 min on hold and 5-15 min explaining/exploring the problem with a csr.

*After I was cut off the first time, from then on I would begin my ordeal with csr's by saying, Will you please take my number so if I get cut off you can call me back? Still I was cut off, and NO call back, or the call back suspiciously went straight to voice mail which meant I would have to go thru the above all over again with a new call.

*Twice I was told my problem would be solved at the end of my call, and transfer to the right dept, and twice the problem was not solved and - you guessed it - I had to start all over again.

I am not exaggerating - and I have a written diary of names of csr's and times I called to prove it - I spent about 9 calls and a total of at least 4 hours on the phone over a period of a week before my problem was solved.

My problem was NOT that difficult in the hands of a CSR who is properly trained. The problem is getting connected to the seemingly 1 in 10 who are properly trained.

All in all I highly recommend no one sign up for Cricket Wireless.

While their phone service is good enough, their customer service is among the worst I've experienced in my life.

I closed my cricket account and had a credit on the account for 66 dollars. I just got off the phone with a rep and was told the money was refunded on October 28 at 7pm as a charge back (NTSW7HM7NDO1R04). But the card they sent the money charge back to is no active.

I then called my bank and asked about this transaction charge back and they said it will not be received because the card is no longer active and it will not go through.

I was charged $35.00 re-activation fee, had to pay $10.70 for a new SIM card, and have $7.83 added to my bill to have a phone re-added to my account. This line was already on my account. This all started when I wanted to switch cell phone carriers. 10-22 I called customer service and said I needed a porting number because I wanted to switch cell phone carriers. The customer service rep provided me with this number. on 10-24 I received the packet from the other cell carrier and tried to get one of the phones activated on their service. I was then told that the phone was Locked, and I would need to contact Cricket. I called Cricket and was informed that my phones could not be unlocked because I did not have them activated for more than 6 months. I escalated to a manager named Lelan and after some time he said he would call be back in about 10 to 15 minutes he was trying to get the phones unlocked but their system was slow, and I gave my phone number. I waited over and hour and no call back. I then called and talked with manager Andria, and she said there is nothing we can do we can't unlock the phones only the system/manufacture can do that and has to be active for 6 months. She told me I would have to get a new SIM card, porting number from the other cell carrier and get this phone re-activated back onto the cricket network. 10-27 called back to Cricket customer service and talked to Nathan who processed the re-activation of this line. He said there is a $35.00 re-activation fee, which I was changed. He then said it will take 24 hrs before you can try to complete the process since the system was slow. He also told me he would call me back on my other phone number before 2pm CST on 10-28 to finish the setup process. I got no call back from anyone at Cricket and had to call customer service again after 2pm 10-28. The phone was then activated and added back on my account. I asked to speak to someone about lowering my bill and was transferred to a phone extension that just rang. I stayed on the line for over an hour, and no one picked. I then hung up. I am very disappointed with Cricket's customer service in a whole. I have been with Cricket for a long time. Every time I call customer service, I am told we see you have been a loyal customer for a long time. This is not the way to treat any customer let alone someone that has been with you a long time and has gotten several other people to switch to Cricket. All of this could have been prevented if the first customer service rep had told me that these phones are locked for 6 months, and we can't unlock them. But since he did not, it cost me money, time and aggravation to get the service back to where it was before this all started. It is like your company mis-informs the customer and then to correct this the customer has to pay more money. Way no fair to the customer.

Over 2 months ago, I called the number to close accounts on behalf of a friend who passed away. The account was closed and still is. However, the credit card account is still being billed.

Called Cricket today, they said that since the account is closed they cannot access the records to stop the billing. They said that if I could answer the security questions they might be able to help. Since my friend is dead and left no record of security questions, that is impossible.

Changed plan from 2 lines to 3 lines. First month charge should have been $90.00 instead i was $129.17. I'm on auto pay. So second month saw bill was $135.00 suppose to be $90.00 i was refunded for the second month but not the first as they refused to correct the first month over charge. The store salesperson did not make the necessary changes to my account when i added the 3rd line so left me with 2 plans. Not my fault, and they refused to credit my account the $39.00 charge because of their mistake. I'm a long time customer & they do not care, told me you get text messages telling me the billing charges. That's true but i only noticed it after the second month. How's that for customer service!

I live in Aurora, CO 80010, i had made this beautiful video for my boyfriend yesterday 10/11/2022 on my cell phone it was 1 hour 15 minutes and 19 seconds long. I didnt have enough GB to send the video to my boyfriend via text message. So today 10/12/2022 I decided to go get a SD card to add more storage room on my Dream 5G phone and i went to the cricket store on 10330 E Colfax Ave Aurora, CO 80010. They have horrible customer service just horrible but i went on in here any way the young lady Brianna put the SD card in my phone then i got an error message stating the SD card is not reading correctly i went back into the store spoke with Ryan he started clicking stuff on my cell phone and then the video was GONE and he couldnt find it or retreive it and thise fool gone tell me IM NOT SURE thats all he kep saying i got upset asked to other 3 worthless reps in there and same thing IM NOT SURE i got more upset started cussing and Ryan told me i had 3 minutes to get my phone and get out of the store AFTER HE DELETED MY VIDEO and refused to retreive it i went to another cricket store those ladies were not able to help me retreive the video but where more helpful and had empathy and didnt say IM NOT SURE. i called 611 tried to file a complaint and that dude just kept on repreating himself and i just hung up so now im here sending this message to corporate Cricket to file a complaint on Ryan for deleting my heart warming video and didnt give a care about getting it back. That store needs to be closed down they have horrible service everytime i go in there which is not offten. At this time id like to file a formal complaint on Ryan at this location please. At this point im ready to switch to Tmobile for a better class of customer service. That video for my boyfriend was priceless and now i have nothing for him because of stupid Ryan. Jerk! im really upset about this matter and you all needs to take action on this dude. I cant get that back its lost.

Thanks

Ernice Rattler

[protected]

I bought a new apple 13 iPhone and decided to return it. On September 15th they received it in the mail. I have called numerous times, each time wasting at least an hour of my time. I can not get them to give me my $911 dollars back. They just keep telling me to be patient. It's been about a month I should have seen a refund by now. They have basically stolen almost a 1000 dollars from me. They have the phone and told me I'd get a refund, but haven't keep up their promise. I'm still fighting to get money back. They are a bad company.

I have been going back and forth with Cricket Wireless since August. They will not refund my money. I have never used their service, and mailed there phone back as soon as I received it from Cricket. After talking to several managers there, I was told that I would receive my refund. But is now October 10th and I have yet to receive it. Lat manager I spoke with Kevin assured that if I did not get my money back by end of week he will call me personally to take care of it. No Call. That was September 26. When I expressed how stressed out I was behind all the calls made to them, he laughed at me. It was then that I decided to go on BBB.

On September 12, 2022 our bill was paid $120. On September 14, 2022 two of our 4 phones were removed from the account. I believe the term was "ported out". We did not authorize this. On September 14, 2022 we lost service to these phones. We called and reported this to Cricket. We were told to hang in there and do nothing. These two phones did not have service for a week. In the mean time, we had 2 discover cards and one Capital one card opened in our names. We tightened all our credit down with an agency. No word from Cricket. We decided to move the other working phones to another cricket account. We were charged activation fees and fees for new sims cards (needed new phone numbers of course). We paid $111 at the Cricket store in West Branch, MI. We already had paid for a month of service September 12th but that was on the other account. I asked about getting some of the charges refunded from the service we paid on the old account. The supervisor from Cricket refused October 5, 2022. We did not get service the month we paid for why can it not be transferred to the new account. Cricket called on October 5, 2022 to tell us we could have my old phone number back. Why would I want it back? The supervisor refused to close the old account. We are not using the old account since September 16, 2022. I would like to see some of the month back that was spent on service to the old account.

My phone blacked on me I sent them the phone tracking #1Z95079V0330210367 never received it from ups so I called and they gave me another tracking # 1Zy979271300262771 and ever since then never heard anything when I called they give me the run around my name is Emily Rodriguez and my number was [protected] I also had insurance

Purchased phone September 2,2022.Leshe helped me. Phone defective right out the door.The way both women at the store handled it.Playing fast and loose,incognito and acting as if I did something wrong. Receipt was the reason I supposedly couldn't get an instant replacement going back twice before a weeks time. As well as speaking to customer service before going back. I understand policies and the world we live in. Make a quick buck screw the little person.It seems people/companies think money now instead of lifetime and word of mouth. No one has been helpful,no one has given a solution that works. The phone cut off on 4 people today trying to resolve the issue. Then the Warranty person as well. Too many issues, details and problems just trying to make the first call. All this trouble has not been worth it if it were given free and clear. I can't do hardly anything. There hasn't been one day the phone hasn't been problematic. Calls, text internet, not even using the phone. Shuts on and off. Over 90%power at times had to plug in just to get to turn back on. White screen, black screen, glitching on the screen while on. I can't get anything done. It has cost more than it's worth. The fifth time going to the store in Stone Mountain to get this issue resolved. Taking this time cause Leshe wasn't there and Tasha didn't offer and was reclined to do anything when Leshe wasn't available. Mysteriously unavailable. The fourth time showing up Leshe says if I don't have the receipt. No problem bring the box in. To which I left there yesterday, out of being so angry. She's a liar and a thief, that is who you employ. They both tried to lie on me. Eric Kim is absolutely useless and just receiving a paycheck. Tech support had no value. If the only option is for"me" to do a factory reset or reboot. What is the purpose of 98% of your employees? Managers, customer service, warranty department all scam artist. I was finally informed I could get a replacement before I sent this one in. Finally get ahold of Warranty department after the day is almost over. She says I have to pay for that option. Isn't even aware of my phone model after saying it at least twice. Training your customer service representative better is a must. They have to listen and be able to retain what is said. Also asking about water damage or other damage even after saying a hundred times. I walked out the door to make my first call it shut off. Very frustrating and policies should make sense. Rules aren't supposed to be in play just because or to pad the bottom line. I contacted the BBB and requested a refund. However that was before I was informed I could get a replacement before giving you this one.

How can one describe the quality of non service we received from cricket in Harrison Arkansas. for several months we were no longer getting any service from a one plus phone line # [protected] even though we went to the office there and were still paying $90 a month, it seemed to be no one who would help us. Finally this week we actually got an employee who is knowledgeable and told us that cricket had decided not to provide any service for 3g phones . So for several months we were paying for 3 phones when we were only getting to use 2 phones. To Top it off those wonderful people at cricket now killed the sim card for the 3rd phone after we purchased a 5 g phone and want us to pay for the cost of the new sim card and new line.

So

1 cricket never told us why we didn't have phone service when their employees should have been able to figure that out.

2. Cricket never informed us that they would no longer be providing service for 3G phones.

3. cricket cancelled our phone line so that when we did get a new $500+ phone that they now want to charge us for a new sim card and other additional fees.

If there ever was any doubt that cricket chooses to abuse it's customers then this has to be an example.

My friend was in a car accident. She sustained severe facial trauma, lost her eye, and, has some brain damage. She has difficulty interacting with people and asking the right questions, she also becomes easily agitated. When she becomes agitated the police usually get involved. Her mom and I often act as her mouth when in situations requiring talking to people.

My friend attempted to close her Cricket account several times as she had lost her phone. Cricket kept the account open and my friend continued to be billed for the next 3 months.

My friend's mom got involved and they went into the store. When the woman at the desk was told that they were there to close my friend's account the woman was rude and disrespectful towards my friend's mother. In the end, my friend and her mom were that the account had been closed and they were given a printout of this.

The following month my friend was again billed as the account remained active. My friend tried again to cancel the account online and on the phone. The account remained active. Note that this is now 4 months.

My friend asked me to go with her and talk to the people in the store. I did as she requested. We were treated in an appalling manner. The female repeatedly tried to force my friend to keep the account open. She also tried to upsale services for a phone my friend had repeatedly told her that she did not have. My friend was getting agitated. the both of us repeatedly told the female she (my friend)wants to close the account. So finally the female told us that the account had been closed. I asked for a printout, she said that they don't print out. My friend told her that she received a printout the last time she was in the store.

The other female that was there. told me that my friend could speak for herself, and for me to stay out of my friend's business. it got ugly. The same female told me to take my mutt (medical service dog) and get out of the store. When I got home I called the store asking for the number of the district manager. The female insisted on knowing why. She took my number and said that she would give it to the district manager. I never got the call.

Needless to say, the account is still active and my friend is still being billed.