Cricket Wireless
reviews and complaints

To whom it may concern,

On Friday 9th June, I visited the Cricket Wireless located at 931 Flatbush to pay a bill for a family member. In an effort to avoid disconnection, I paid $30 on the existing bill and was given a receipt, however later that night the phone was disconnected. The next day revisited the same location with the receipt I received as proof of payment and I also questioned why was the phone disconnected that same night. A customer service representative advised me to return after 4:30pm so that I can enquire with the same representative who assisted me on Friday.
At that moment I decided I'll make another payment via a credit card to a reconnect the phone, another partial amount of $20 to the account.

I returned to the location after 4:30pm the customer rep. reviewed the bill and receipt and realised that he made an error and applied the amount paid to another person's account. I requested the money back since it wasn't paid to the correct account. He told me that they will credit it to the account the next month, I said no I want back the cash and not the credit and I explained that after 3 days my family member will be out of the country and wouldn't be back in the country after 2 months. I was still denied my money back for their mistake.

At this point I was really upset and I felt like I'm literally being taken advantage, another customer rep intervened and also advised me that they cannot refund me, despite the fact that it was their error. I was even shown the return policy.

The fact the error was not as a result of my wrongdoing, I find it very inconsiderate to be inconvenienced as a result of the customer reps error. All I'm asking is to please refund my money immediately. I am not at fault for the error caused by your customer representative.

I made a bridge pay payment. I missed paying it by one day. I use this service all the time and I have missed by one day and I have never had to pay extra basically extended my service and changing the due date cause of that.. I paid 50 dollars and had to pay 58 dollars on balance. When i called in to do so they said i had to pay 98 dollars i asked why they said i have to make a full monthly payment. My full monthly payment is 110. Which is why it was 58
Nothing said i would have to pay extra to change my due date. My due date is on the 2nd of every month been that way since almost 2yrs. Now it changed to 9th.. That is not what your service says will happen. It says you will have to pay full month of service! ( A quick Cricket reminder - your BridgePay period is almost up. No problem! Pay $58.46 BEFORE 11:59 PM central time on 06/09/17 using the myCricket app or at cricketwireless.com/quickpay. If you wait to pay after this date you will need to make a full monthly payment. Have you already paid? Sorry for bothering you!) my full monthly payment is paid on the 2nd of the month which is now changed to the 9th! That is not a full month of service for more. That is a month and the week you gave on bridge pay! If your going to chnge the way bridge pay works make it clear and stop falsely wording and saying you have to pay a full month service! I will find another provider and DROP YOUR SERVICE! I sent many people to your company and recommended your company to many people but will NEVER AGAIN!

On June 6, 2017 at approximately 6:30 p.m. I arrived at the cricket store located at 7537 Landover, MD. 20785 with the intentions to switch companies from Metro PCS to Cricket. There was one person working at that time by the name of Oscar and one customer being helped and another in line so I was the third person in line. I realize that this store attend to predominately Hispanic population. The customer who was being helped was also getting his service switched over so it took a long time for his transaction to be completed. Once that person was done the second person wanted to pay a bill and by that time two more people were behind me and at this time everyone in the store is Hispanic including the worker and I am the only African American throughout my entire visit. Once it was my turn the worker asked me since my service was gonna take long can the person behind me go since they only had a bill to pay and I said yes for common courtesy. After that person was done the second person behind me started speaking Spanish to the worker and he asked me in English if that person could get in front of me as well and I said no because I already been waiting very long . I don't speak Spanish so I felt for them to communicate through me in Spanish was very rude and not only that but even with me refusing to wait longer for someone who came after me I was literally pushed to the side and ignored as he took the person behind me anyway. I told him to give me my phone back and I left the store. His actions were inconsiderate of my time and I felt that his service was very poor and unacceptable.

I purchased a new phone in the beginning of May of 2017. After ordering the new phone I was able to have my current phone repaired. I called Cricket and asked if I can return the phone and was assured that is not a problem just return the new phone within 7 days of receipt and once received by Cricket a refund will be issued in 7-10 business days. I received the new phone and immediately took it to the UPS store and had them ship the phone back with the appropriate documentation Cricket told me to include. Cricket received the phone on 5/16/17 per the UPS tracking number and confirmation from a Cricket rep when I called. I was told my refund will be in my account within 10 days. I called back May 31st because I did not receive the refund. I was told it was in a checking in process and would take an additional 10 days. I went on the online chat and that rep told me no that is incorrect and a ticket was put in to rush the payment. She stated that I would have the refund within 24 to 72 hours. Yesterday on 6/5/17 I received a voicemail stating they did not have my return authorization number and they had to keep the refund open until they received this. That is untrue because not only did I include that in the box I gave that information to several different reps. I called again yesterday and the man I spoke to said all the information is received and he had no idea what was needed and that's probably a bunch of new employees that have no idea how to do their jobs. He told me he would have a team leader call me back last night which no one called me, not surprisingly. I called again this morning on 6/6/17 and was told the refund is in process and that I would receive a call from the person processing the refund. I do not expect a call back and feel like this is a stall tactic to not issue my refund. Per the information on the website a refund will be issued within 10 days. I sent back a brand new phone never even removed from the box. This is false advertising. All I want to do at this point is have my refund in my account but I can't speak to anyone that can help me. I am very frustrated and I don't know what my next move should be.

I have two phones through Cricket with two different phone numbers. One of the phones became damaged so I bought a new phone with a new number and had the old number disconnected. However, Cricket did not disconnect the number and the next day my account was suspended for not paying a $20 plus charge for a third line -prorated. I am requesting a credit of this charge as this was not my fault.

I have an iphone6 that was purchased in Japan. When I returned to the U.S. I looked for a carrier and chose Cricket. After a month I found the coverage area not very good for me so I decided to transfer to another carrier. My new carrier contacted Cricket to port the number over. After porting and installing the the sim card it did not work, the phone was locked. The new carrier referred me to Apple to determine who had locked the phone. Apple declared the problem was 100% Cricket. After contacting Cricket again I was told that the only company that could unlock the phone was AT&T, I asked for a phone number and they said, "we don't have it, you can Google it." I did contact AT&T who confirmed the issue was with Cricket and not AT&T. Contacting Cricket AGAIN I was told "the only way to unlock the phone is to contact a AT&T Compliance Center", I asked for a location, they said we can't help you Google it." Google directed me to ONE complaince center 325 miles away from where I live. My only alternative to have this phone working is to remain with Cricket. What terrible tech support and non existent customer service. I pity anyone who has this service.

I just recently bought a iphone 5s from the cricket store in henderson nv on w sunset. When purchasing the phone I saw something that seemed like a crack on the top of the screen. Phone was just brand new out the case. I asked the employee ivan if it was a crack that I see on the top of the screen next to the camera lense and he said confidently "no it's just th screen protector over the scren" which I believed cause it could've very well been a air bubble or something in that category, but later that night as I was charging my phone the protector started to peel off so I took the whole case off and little did I know the crack was still there and as visible as ever. As soon as I realized that the employer sold me a crack phone I went back and tried to return the phone in less then 24 hrs of purchasing it which was the very next day as soon as the store opened I went and returned the phone and the employee and manager both said I couldn't return it or get a refund on the cracked phone they sold me because it wasn't in "good condition" when they sold it to me like that. I was extremely unsatisfied and upset that someone could sell me a cracked phone. The managers name is juan and said they couldn't do absolutely nothing about it so I lucked out and bought a damn iphone with a crack. Because yes I was dumb on my part for being gullable for believing the damn employee, but the employee shouldn't sell a damn cracked phone. Extremely unprofessional. Never again. Hope you learn from my experiences.

I have had Cricket for 5 years. For 3 years it was beautiful. Then At & t bought them out. You would THINK it would have gotten better but it has gotten worse. Before At&t Cricket had great customer service & I was an appreciated customer who got great upgrades & rewards. Now that I had issues that I couldn't get resolved, we put an account in my husband's name & the whole experience is embarrassing because I got him to switch to Cricket. Which he has for several months now. Then we go to add a line & get 2 new phones. & yes we needed inexpesive phones but not this horrible! Last phone was a Samsung G6 for $20...this time We were offered these awful Alcatel phones for $20 each, $25 activation fee each, plus 1 months service each. Someone needs to make this right. I have spent thousands over 5 years & I deserve proper treatment in this immediately! Also just recently tried to purchase Direct TV which is now owned by At& t & that experience was a nightmare as well. Reporting you all to the BBB if this issue is not handled in a timely manner.
Thank you Kristen Goss
720.309.5260

I was having trouble with receiving picture messages on my phone so decided to stop at the Empire mall location in Sioux falls. At the cricket Kiosk the rep was sitting on top of her boyfriend kissing and hugging each other. Made me uncomfortable to ask for help but did she responded back with "I'll be with you shortly" as she continued to make out with boyfriend...Not sure if boyfriend also worked there or not since both where wearing a green top but only the female had the cricket logo. After being in a uncomfortable postion for 5 more mintues i decided to walk away. When i passed by again they were still making out since the kiosk of cricket is between stores and in the hall way i was not the only person to see this. I think its very unprofessional for this to happen especially for potential customers.

I went into the Cricket Store on 05/02/17. I needed to transfer my mothers service from Straightalk to Cricket ASAP seeing as it was supposed to be turned off that night. Since it was my 5th line her plan was free and we ported her number for a free phone. I had to pay the activation fee...No biggie. I pay the $26 and go home. After awhile I realize it is taking to long to be turned on and activated. Also my Cricket App kept saying that I needed to activate my line. So I contact Customer Support to be told that the person in store put in the wrong Act # for Straight talk. I then have to hang up and call Straight Talk to retrieve the correct Act #. I call Cricket customer service back to give them the right Act # and I am told it wood be turned on by morning. Next morning still nothing. So I have to contact Customer Service AGAIN and they finally push it through and it worked. I proceed to ask about getting my $26 IN STORE ACTIVATION FEE refunded and I was told to go back to the store and get key refund they could not help me. I waste even more money, gas, and time to go and be told no before even looking at the receipt or anything. I call Customer Service AGAIN and they are rude and refuse to help. So I was charged for a service in store that was not done and that I had to do MYSELF but I am not allowed my money back. So in other words they stole my money. A couple days later I poked at my bill and my total says $105. I have 5 $40 lines with Group save. My bill should only be $100. I was told that was a fee. WHAT FEE? I thought crickets total was your bill there were no fees or taxes. 40×5=200
200-100=100. Where is that $5 coming from. Well needless to say everytime I try to chat to resolve a problem they just leave the chat if it is an inconvenience to them. I am disgusted with how I am being treated. Until now I have NEVER had an issue with this service

Iv rode down to the local cricket store (on east drive in arbutus maryland) between the hours of 4 pm and 735 pm. The first time there was a handwritten sign that said be back in 20 mins, second time about an hour maybe 2 later another handmade sign... Be back in 15 mins. The last which was a half hour ago the door was locked, all lights on and promo signs outside, open light was on, and a barefoot girl sitting behind the counter was on the computer with the door locked. I knocked (the closing time is 8 pm it was only 740). She shakes her head (like saying no). I yelled thru the door that the store isn't closed its not 8 yet. She then says, our system is down (the 3rd time this has ever happened to me at this location). I then say, well my phone I've only had 3 wks is frozen on a black screen is the system being down the reason?... That's when she walked barefoot to the door and made me stand outside as she looked at my phone. She said i don't know it's not doing anything not even resetting. Im thinking, ok your open, do something. Finally after holding the reset button for 3 mins straight she handed my phone to me, turned around, and rolled her eyes at me as she said "why don't you try it now". I said ok what did you do. She said, umm reset it. I said ok sorry i have an important address in a text message that i have to be at early in the am. She rolled her eyes again and under her breath said mmm hmm. She then walked behind me and licked the door as i walked out. Very very unprofessional, this location always has nasty people working or there not there and have a sign up handwritten. I only go there bc it's down the street. This girl was the worse thus far. No help, rude, arrogant even. I will go to the highest of the high over this young girl if nothing is done. I'm also pricing other carriers I'm sick of the crap i go through.

I just received the worst treatment from Melvin, a supervisor in the Cricket Customer Care division. When I paid my monthly balance, I received a text indicating the amount due was paid and my service was reinstated. A day later, my service was suspended again, with no notification, for another $4 charge. When I called Customer Care to try and resolve the situation, I was treated as if I was nothing. I have been a Cricket customer for over 10 years and all I wanted was for someone to show some understanding and empathy for my situation. Instead, I was greeted, after over five minutes on hold with dead air, by Melvin, who clearly had his responses planned out and showed no sign of even trying to work with me. I have no problem paying the remaining fee and I never did; however, this issue was handled so poorly and I received such horrible treatment, this problem is now far larger than a $4/service suspension issue. I have tried to escalate this but Melvin has instructed me that he is the highest level I can go. I'm pleading with someone to tell me who I can speak with to resolve this situation.

I visited your Cricket wireless store on lockwood and kelly and your manager was rude and non chalant.I bought a device -spent money in your store and it did not work. I bought it back and told yall that it did not work -u gave me another one that did not work. U would not give me my money back. And you act as if u did not care. Maybe thats why your customer level is very low and with those broken devices you are trying to aell and then not wanna give a human there money back your sales will continue to drop and and will not prosper.i will be contacting BBB and CONSUMER AFFAIRS

I'm came to visit Detroit, MI and I cant use my phone and I been up here for a week and when I called in to customer care nobody seems to care that I have kids back home in Montgomery, AL that I need my phone for. then for the representative to come back to the phone after 30 minutes stating that he was management over the floor was bad customer services. I just really think I have to change my provider back to metro pcs becausethey appreicatedd me as a customer which I see ou guys clearly doesn't care if your customer is satisfied or not.

Anytime you walk in to a cricket Store and ask about the bridgecrest payment plan I was informed by cricket empolyee I would have two weeks to pay with $50 deposit today' this what happen they lied they took my $50 gave me 7days to pay $82 by 12mid night or I would be charged more money $138 dollars exact...so I explained to the rep'

I just had surgery not Long ago' surgery and had no money to pay them I was told that ' come now you can come up with a better story than that and no we will help you and so I ask the rep to please allow me to speak to a mánager I was told that she will not help you cause she don't care and you would be wasting your time' and I asked again for the second time he' then said I see you are not takeing no for an answer' he had me on hold for 30mins and just like he said the mánager (she)...said there is nonthing I can do' I that moment I felt so bad and all I did was think to myself 911' all over again they take from you they talk with no life in their bones then they tell you to go die because you can't pay a bill' stop them from treating us like meal that went bad away to the trash we go'

I ordered an iphone 7 plus from the Cricket Wireless Store located at 2300 W. Chicago Avenue in Chicago, IL on April 6, 2017, because they do not carry the phone in their store. When asked, I told the clerk that I wanted the more expensive iphone 7 plus instead of the regular iphone 7 because it took better pictures. I put down a $250 deposit for the iphone 7 plus and was told it would arrive within a week.

When I arrived a week later to pick up my new phone (with a new iphone 7 plus case in my hand), the clerk handed me a regular iphone 7. I told the clerk that I ordered the 7 plus and not the regular iphone 7. The clerk apologized for the mistake and told me they would reorder the correct phone.

When I called the store a week later to see if my iphone 7 plus had arrived, the clerk informed me that they had not ordered my correct phone and that the manager was refusing to order my iphone 7 plus until I paid a $25 restocking fee.

When I asked if I could speak to the manager to understand why I would have to pay a fee for their mistake, the clerk told me that the manager (Angie) would not speak to me. I then asked the clerk to please refund my $250 deposit so that I could just go purchase my iphone 7 plus elsewhere and the clerk said that his manager would not allow him to refund my deposit until I paid their $25 re-stocking fee. When I again asked to speak the manager, the clerk told me that the manager would not talk to me and he said that the manager would not allow him to give me to give me the manager's phone number.

I still do not have the iphone 7 plus that I ordered on April 6th, nor have I been refunded my deposit so that I can purchase the phone elsewhere. I simply want the phone that I ordered on April 6th. The manager (through her clerk) is demanding that I either take the regular iphone 7 that they ordered or pay an extra fee. If there is anything you can help me do to resolve this issue, I would really appreciate it.

I recently sent in my brand new phone because it all off a sudden quit working unless it was on speaker (2nd phone this happened to) only to get it sent back saying it was damaged and would not be warrantied. According to the letter I received with my phone it said LCD shattered which it is not and gouges and cracks in glass which there is not I have pictures and proof of this

Good afternoon, I am writing to make a complaint about an authorized retailer of yours in the Erie, NY area. Earlier this evening, this woman kick started a disgusting verbal assault on a trans woman on Facebook. She then proceeded to taunt that woman regarding a violent sexual assault she experienced. My friends and family have used this company and I am disgusted by the idea that this is someone you would allow to represent your business. I hope this matter can be fixed immediately for the sanity and safety of the victim involved.

I am a woman with a woman's name on my account customer service allowed a mail to call in and make alterations to my account was shutting my eyes line of service completely off after doing so Cricket did not even send me a text message as they're accustomed to doing with everything that happens to your account to let me be aware of the matter I found out and the Panic of emergency when I couldn't make a call when I needed a tow truck so my problem is how is it that some Outsider can call and make alterations to your account.

1. Terrible customer service - uniformed customer servic reps who just argue, cannot complete transactions properly and do not know how to communicate in English.
2. Bridge payment made Friday 3/31 - Service cutoff at midnight with no explanation. Called into the customer service number and received no explanation as to why service was cutoff. On Friday 4/1 Attempted to make payment via app and went through all screens - service suspended again at midnight on 4/1/2017 - debit card used had funds and was same cards used for previous payments. Called into customer service and was advised a FULL payment due. Asked for a supervisor (Oscar identified himself as a manager - however; he is not a manager - he was in the escalation queue) and he continued to put me on mute, arguing back on everything, had no answers and offered no solutions. He also didn't even know how Crickets own automated payment system worked. The reps do not understand their own systems or company layout and refuse to answer any questions about company hierarchy.