- Report: #178072
Complaint Review: Cricket Cell Phone Service - Dallas Texas
-
Author Confirmed
Why?
Cricket Cell Phone Service
mycricket.com Dallas, 75266 Texas, U.S.A.
Phone:
800-274-2538
Web:
N/A
Categories:
Business Rating:
(0)
Tell us has your experience with this business or person been good?
Cricket Cell Phone Service ripoff Dallas Texas
I have had cell phone service with Cricket for 6 years now. I have put up with the dropped calls and other issues. I called the night before I went to pay my bill to confirm the amount I needed to pay since the automated system was giving me the wrong amount. The rep. advised that the amount that I was being told to pay was not correct and then advised me the amount that I needed to pay. I went and paid the amount I was advised to pay the next day and then the day after my phone was turned off.
I called back to speak with a rep. and I was told that the person I spoke with didnt note the account and he was not sure why I would have been given the wrong amount to pay when it was right there in black and white. I asked him if I could speak with a manager and I was given a floor supervisor.
The Supervisor got on the phone and told me and I quote,"I dont know why you would call and speak to someone when the automated system told you the amount that you needed to go and pay and I can take that amount over the phone plus your reconnection fee". I then told him that I have every right to speak with a live person most of all when I have a question about my bill that I can not have explained to me by the automated service. Why should I pay more then what my bill is, He said that the person I spoke with (though I had her name) didnt note the acount and even still I needed to pay what the system was telling me to pay. I advised him that I was not going to pay more then what my bill was, I called and if the person didnt note the account that was her not following your company ploicy, and I was then told that at the payment locations they dont know what the amount is and I should not have listen to them but to what their system said. I told him again that I was told the amount to pay from one of the customer service reps where he works not by a payment center and she advised me that the automated system was not correct and I paid the amount she told me to pay. He said if I didnt pay over the phone or at a location today then there was nothing he could do and hung up.
I called back and another supervisor advised me to file a report with [email protected] and that is when I saw this site.
I cant not belive that I was treated so rudly, and after having service with them for all this time and dealing with other mistakes that they made my business would be disregarded so quickly.
Why would I knowingly go pay the wrong amount so I could have my phone turned off and then have to pay a reinstatement fee. Even though I was told the amount to pay by the rep and she didnt note the account and I had written down her name they acted as if I was making the whole thing up.
Tannea
Charlotte, North Carolina
U.S.A.
I called back to speak with a rep. and I was told that the person I spoke with didnt note the account and he was not sure why I would have been given the wrong amount to pay when it was right there in black and white. I asked him if I could speak with a manager and I was given a floor supervisor.
The Supervisor got on the phone and told me and I quote,"I dont know why you would call and speak to someone when the automated system told you the amount that you needed to go and pay and I can take that amount over the phone plus your reconnection fee". I then told him that I have every right to speak with a live person most of all when I have a question about my bill that I can not have explained to me by the automated service. Why should I pay more then what my bill is, He said that the person I spoke with (though I had her name) didnt note the acount and even still I needed to pay what the system was telling me to pay. I advised him that I was not going to pay more then what my bill was, I called and if the person didnt note the account that was her not following your company ploicy, and I was then told that at the payment locations they dont know what the amount is and I should not have listen to them but to what their system said. I told him again that I was told the amount to pay from one of the customer service reps where he works not by a payment center and she advised me that the automated system was not correct and I paid the amount she told me to pay. He said if I didnt pay over the phone or at a location today then there was nothing he could do and hung up.
I called back and another supervisor advised me to file a report with [email protected] and that is when I saw this site.
I cant not belive that I was treated so rudly, and after having service with them for all this time and dealing with other mistakes that they made my business would be disregarded so quickly.
Why would I knowingly go pay the wrong amount so I could have my phone turned off and then have to pay a reinstatement fee. Even though I was told the amount to pay by the rep and she didnt note the account and I had written down her name they acted as if I was making the whole thing up.
Tannea
Charlotte, North Carolina
U.S.A.
1 Updates & Rebuttals
M
Winston Salem,North Carolina,
U.S.A.
Definitely confusing....
#2UPDATE EX-employee responds
Wed, March 01, 2006
First of all, anyone who has wireless service will deal with dropped calls. The reason is because cell phone service is much like a car radio: signals are transmitted from the towers to the phone and vice versa. If there is interference of any kind above a certain amount, the call will drop. There's not much that can be done about that. It usually ends up being a phone issue moreso than a tower issue. Check the Terms & Conditions for questions about the "guarantee of service". It's really not guaranteed. Onto the billing issue. I'm wondering, did you set up a payment extension of some type before speaking with the first representative? As for the "supervisor vs. floor manager" issue, they are the same person. Did the supervisor explain to you why your bill was the amount that he was telling you? He's right in stating that there's not much more that can be done if a payment is not made to reinstate service. Instances where I see this happen are when a customer calls in to setup a payment extension and then gives another call to customer service to get the correct amount to pay. The next rep will sometimes forget to look at the payment extension amount and will look at a 30 day balance that may not match the payment extension amount. When the customer goes and pays the lesser amount, their service will be suspended due to underpayment. I've seen that happen many times. It's basically a CSR error. If you ever have this problem, pay the higher amount and you'll usually be okay. If you have doubts about the balance a rep gives you, it doesn't hurt to call back again to see if another rep gives you the same balance.
