- Report: #361888
Complaint Review: Cricket Wireless - Denver Colorado
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Cricket Wireless
Denver, 80224 Colorado, U.S.A.
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Cricket Wireless Cricket lies to their customers wont accept the responsibility for their actions, this company is very dirty Denver Colorado
in the beginning of july I Set up account with cricket . I Asked represenative about the free month of service and he told me that i would b e getting the free month of service, and that the money I paid would be going toward my second month, Same represenative told me that i would be getting a text message telling me when my bill was due. A week later I found that my mom has terminal cancer and I ended up haveing to go out of town for about two weeks, when i finally got back in town, I used my phone to call my moms doctors and get updates. at one point her Doctor told me that she could have 2 weeks to 2 months left.
On 08-03-08 I tried to call Cricket customer care sunday because i kept losing calls, was placed on hold for 45 minutes and then the battery on the phone died.
the next day woke up monday and found phone was off. I was Kind of confused about this because I have only had the phone for about a month. I proceeded to call customer care, after being put on hold to wait for the next customer care represenative for 25 minutes, I went to the cricket store two blocks from my house ant they told me that they are not a corperate store so I have to go to a store that is all the way across town. I asked if there was any way the cricket represenative could call the store that she wanted me to drive across town to and she told me that they only have and she told me that they didnt have a number to speak to someone directly, which i found was odd because its a phone store and they dont have a phone number that they can give me. so i left, I would like to point out that at this time i am still on hold with customer care for 35 minutes now. after being on hold for about an hour and half, i was finally greeted by what sounded like an indian voice. I explained the situation and that i needed my phone turned back on because I really need to be able to get hold of my mom and her doctor and vise versa, I also calmly let them know that when I set up my phone, the cricket rep told me that i had a free month and I never recieved a text telling me that my bill was due. The guy with customer care told me there was no free month and the guy that set up my service would not have told me that because it is not their procedure. At this point I was pretty angry because I have either bean lied to or someone made a mistake. on top of that the guy was basicly calling me a liar, at this point even though I was pissed, I calmly asked if I could speak to a supervisor and he asked if it was ok if he put me on hold, so again I was on hold. then they connected me with another person that I couldnt understand and I had to explain the situation to her all over again, because I guess that they dont communicate the situation to the other person that they transfer you to. so after explaining to the represenative that i feel like I have bean lied to on two acounts by some on that worked for cricket. I suggested that since a person that worked for cricket, that wore the cricket logo, would be a cricket represenative and since a cricket rep promissed me a certain service and and didnt provide it, I suggested that they fix the mistake that one of their rep made. The lady that i was talking to at the time told me that it wasnt their respocibility and that I needed to go back to the store that set up my service and take it up with the store manger there, so again I asked to speak with her supervisor and again i was put on hold and again I had to explain my situation to yet another person. I told her the same thing and suggested they make it right. she told me the same thing that i should go talk to the store manager, finally I was about to blow up and start yelling, but i didnt. I asked her what happens when I do talk to the store manager and he tells me the same thing, she said flat out that it wasnt her problem .so i told her that i would like to speek to her supervisor and she told me that the was the only floor supervisor, then i asked to have the number for corperate and she could not give it to me. I am assuming she said this to cover her a*s. she then told me that she could have the escalation department call me back in 24 hours, and I asked her how they were going to call me back since they turned off my phone and she asked me if I had an alternate phone they could call me back on. I told them that was a dumb question because if I did have another phone it wouldnt be so much of a problem. so I asked for her name and badge number and she gave it to me, then I asked her for the corperate nuber againd so that I could file a grevance against her all of the sudden she hung up on me.
Today on 08-11-08, exactly a week later I just got a bill in the mail for $94. It says that they are charging me for the first month of july, that was supposed to be free and the the month of august which I paid for when I set up my phone in july.
Please, if there is any advice that any one could give me, i would really appreciate it because this is getting rediculous, I have only bean with cricket for a month and I have had so many problems.
Robert
denver, Colorado
U.S.A.
Click here to read other Rip Off Reports on Cricket
On 08-03-08 I tried to call Cricket customer care sunday because i kept losing calls, was placed on hold for 45 minutes and then the battery on the phone died.
the next day woke up monday and found phone was off. I was Kind of confused about this because I have only had the phone for about a month. I proceeded to call customer care, after being put on hold to wait for the next customer care represenative for 25 minutes, I went to the cricket store two blocks from my house ant they told me that they are not a corperate store so I have to go to a store that is all the way across town. I asked if there was any way the cricket represenative could call the store that she wanted me to drive across town to and she told me that they only have and she told me that they didnt have a number to speak to someone directly, which i found was odd because its a phone store and they dont have a phone number that they can give me. so i left, I would like to point out that at this time i am still on hold with customer care for 35 minutes now. after being on hold for about an hour and half, i was finally greeted by what sounded like an indian voice. I explained the situation and that i needed my phone turned back on because I really need to be able to get hold of my mom and her doctor and vise versa, I also calmly let them know that when I set up my phone, the cricket rep told me that i had a free month and I never recieved a text telling me that my bill was due. The guy with customer care told me there was no free month and the guy that set up my service would not have told me that because it is not their procedure. At this point I was pretty angry because I have either bean lied to or someone made a mistake. on top of that the guy was basicly calling me a liar, at this point even though I was pissed, I calmly asked if I could speak to a supervisor and he asked if it was ok if he put me on hold, so again I was on hold. then they connected me with another person that I couldnt understand and I had to explain the situation to her all over again, because I guess that they dont communicate the situation to the other person that they transfer you to. so after explaining to the represenative that i feel like I have bean lied to on two acounts by some on that worked for cricket. I suggested that since a person that worked for cricket, that wore the cricket logo, would be a cricket represenative and since a cricket rep promissed me a certain service and and didnt provide it, I suggested that they fix the mistake that one of their rep made. The lady that i was talking to at the time told me that it wasnt their respocibility and that I needed to go back to the store that set up my service and take it up with the store manger there, so again I asked to speak with her supervisor and again i was put on hold and again I had to explain my situation to yet another person. I told her the same thing and suggested they make it right. she told me the same thing that i should go talk to the store manager, finally I was about to blow up and start yelling, but i didnt. I asked her what happens when I do talk to the store manager and he tells me the same thing, she said flat out that it wasnt her problem .so i told her that i would like to speek to her supervisor and she told me that the was the only floor supervisor, then i asked to have the number for corperate and she could not give it to me. I am assuming she said this to cover her a*s. she then told me that she could have the escalation department call me back in 24 hours, and I asked her how they were going to call me back since they turned off my phone and she asked me if I had an alternate phone they could call me back on. I told them that was a dumb question because if I did have another phone it wouldnt be so much of a problem. so I asked for her name and badge number and she gave it to me, then I asked her for the corperate nuber againd so that I could file a grevance against her all of the sudden she hung up on me.
Today on 08-11-08, exactly a week later I just got a bill in the mail for $94. It says that they are charging me for the first month of july, that was supposed to be free and the the month of august which I paid for when I set up my phone in july.
Please, if there is any advice that any one could give me, i would really appreciate it because this is getting rediculous, I have only bean with cricket for a month and I have had so many problems.
Robert
denver, Colorado
U.S.A.
Click here to read other Rip Off Reports on Cricket
5 Updates & Rebuttals
Feena
Lakwood,Colorado,
U.S.A.
Why you must go to a Corporate owned store for certain things
#2UPDATE Employee
Sun, July 12, 2009
I am a manager of a Cricket Authorized store in Colorado. I am sorry the store you initially went to could not help you. The reason you must go to a Cricket Owned store for bill adjustments, credits, warranty, and insurance issues is because at this time Cricket does not give its authorized dealers permission to edit certain things on a customer's account once it has been created. So an Auth. Dealer store sending someone to a corporate location does not mean they are avoiding a customer or giving them the run around. It simply means that particular store cannot access certain parts of customer's accounts for proper adjustments. I do know corporate leaders are looking into changing this with-in the near future to make things less painful for our customers.
Ms. Shawn
LEES SUMMIT,Missouri,
U.S.A.
Response to I Hope This Helps...
#3Consumer Comment
Fri, June 19, 2009
I sure wish Cricket ha more customer service reps like you! Unfortunately, their customer service dep is absolutely the most horrible!!! I have been told so many things by a rep and then find it to be untrue. The latest incident...I went into a store to pay my bill. I asked the cashier why it seems that my monthly bill has been different each time and higher. The cashier went back through the months and saw 2 $15.00 charges, in black in white, that were filed incorrectly. Ofcourse cricket does not give their own STORES the authority to fix error, the custome is given the run around and told to go to the "corporate store" or call the worst customer service line in existance! After calling customer service, surprisingly I got a rep that I could understand and she got help from a supervisor and found the charges. I was on the line for all of 30minutes but they got the request in and insured me that I would see the credit on my next bill plus taxes. Ofcourse it did not happen so I called customer service back to inquire. The first guy I spoke with, very nice guy, we were in mid conversation and I guess as soon as he heard the word "credit", he transferred me to someone else without warning. The rep that I got was a complete, I don't think I'm allowed to say. She kept overtalking her self and making things up. First it was I dont see the note in the account concerning the refund. Then it was, perhaps that note wasnt intended for your account.....WHAT!!!! Finally I asked to speak with a supervisor, she kept me on hold and then hung up on me. Called back and each time was transferred to a "lead team member" because the reps who answer first cannot address credits. The second lead rep read to me the note left my the rep who authorized the credit, stated that he could honor it because it was promised but he would have to enter it correctly. He put me on hold to enter it and then HUNG UP ON ME! Called again and this time, miraculously, the rep could not longer see the initial note, authorizing the credit and could do nothing for me. He stated to go back to the store again and make them give the refund. I went to the store who stated they could only do it if I had the receipt.... Yeah, from months ago...I think not!! I have never heard of a company, who can see their own mistake in black and white not being able to fix it without a receipt! Completely different story if there is a dispute of wheter or not the mistake ocurred...YOU SEE THE MISTAKE SO JUST FIX IT FOR CRYING OUT LOUD!!!! A $45.00 per month bill is just no longer worth the INCOMPETENCE!
Danegoku
Colorado Springs,Colorado,
U.S.A.
Cricket
#4Consumer Comment
Sun, June 14, 2009
I have had Cricket since 2007 and the only problem I have had was a month ago(May 2009)They sent me a bill for $120 when my bill should only $70(for a phone line and internet). They had in their system that I had signed up for another telephone line. I called them up, only on hold for about 5 minutes and they took the line off apologizing and giving me credit for the next month, before this I have never had problems. I have not had a problem this month either.
Realityisadream
San Antonio,Texas,
U.S.A.
Cricket Does Lie
#5Consumer Comment
Tue, December 02, 2008
I went to add another line to my Cricket account in July, and purchased the Kyocera Lingo (promotional-$80 rebate). I asked the salesmen how I would be receiving the rebate and he said it would be sent with my first month's bill, because I requested paper bills. My address was inputed wrong (I've changed it in several different stores, to make it the right address!!! And I've called as well) I never received my paper bills until 3 months after, and when I finally discovered the "rebate form" via google, not my phone company, I ended up writing a letter to explain to Cricket what the issue was. My response was not at all what I imagined, instead it said that my letter was post-marked after the latest acceptable date (I explained the issue in detail in my letter, if they had read it, I do not believe the response would have been the same) Interestingly enough, there was another promotion for the same phone and a rebate of $100. So if the company lied to me and wasted enough time to keep their $80....why couldn't they fix the problem they created in relation to the new promotion? I did not tell them MY address wrong, I verified it more than 3 times. Cricket LIES!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!
M
Winston Salem,North Carolina,
U.S.A.
I hope this helps...
#6UPDATE EX-employee responds
Sun, August 31, 2008
I used to be a Tech Support CSR for Cricket. From what I see, someone has either messed up your account, or the CSR instructed you incorrectly as to the charges on your account. First of all, I can explain a few things. When you buy a new Cricket phone, your first month IS free because the price of your phone INCLUDES the first month of service and your account is a "pre-pay" account, meaning you "pay for your service BEFORE you use it". Stated another way, you're paying for the FOLLOWING month of service when you pay your bill. Secondly, if you pay any extra over the price of your phone, it DOES go TOWARD the second month of service. However, if you did NOT pay ENTIRELY for the 2nd month of service, Cricket's billing system is VERY UNFORGIVING. Even if you are 1 PENNY short, their billing system will suspend your account until that month is paid for IN FULL. So, it's *possible* you did not pay for the ENTIRE 2nd month of service. When you got the bill in the mail, it was a bill for the month of August and September, not for July and August. Remember, your billing is "pre-pay", meaning you pay for your service BEFORE you use it. Hope that helps explain your billing since the CSRs were too dumb to remember what they were trained on in Cricket's billing training...
