- Report: #295647
Complaint Review: Cricket Wireless - Phoenix Arizona
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Cricket Wireless
mycricket.com Phoenix, Arizona, U.S.A.
Phone:
180-cricket
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Cricket Wireless Bad customer service. Shady billing tactics. Phoenix Arizona
I bought a kyocera lingo phone from crickets website "mycricket.com". This was supposed to include one month of free service. Well, when I got my first bill, I did get that first month for free, but was shocked to see that my FIRST bill EVER from them was for almost $280!
When I called customer service, the person who I spoke with was very nice and told me that it was a billing error, and she would forward this issue to her supervisor, and my bill should be adjusted within 24 hours. I checked my bill online two days later, and my bill was still for almost $280! And keep in mind I have not even had the phone a month yet!
Again, I called back, very worried, and frustrated because Ive read other reviews about Cricket Wireless being shady with their billing, but I though "It wont happed to me". WRONG! When I called back , they said the reason I have this extreme amount on my FIRST billing statement, is because THEY cant find records of me paying for my phone! I tried to explain to them that this wasnt my problem, THEY lost it, not ME. I also reminded them that I obviously DID pay for my phone, because Cricket Wireless does not just mail out phones with out them paying for it. I explained that the fact that im holding my phone and using it shows that I paid for it.
Sure enough, this wasnt good enough for them. I asked to speak to a supervisor, and explained to him that I obviously DID pay for my phone, because I HAVE IT IM MY HANDS! They dont give out phone with out them being paid for! He said that I MUST provide them with proof that I paid for my phone by suppling a bank statement or receipt. When I told him that I did not need to do that, because its not my problem that they lost their records, he said "Sir, if you do not cooperate, we will not be able to solve this for you." I could not beleive what I was hearing.
Last night I sent in my billing statementn showing that I did infact pay them $271,91 and I was told that the "payment investigation team" should receive it and do something with it with in 24 hours. So we will see what happens later tonight. I have a feeling they will come up with another excuse why I owe them almost $280 for my first bill.
The service reception is actually pretty good where I live (Phoenix, AZ) But their billing practices and customer service is horrible. If you choose to use Cricket Wireless, be very carefull, and be sure to keep EVERY recipt and EVERY bank statement you ever have with their name on it, or they will probably get you too.
Phoenix Guy
Phoenix, Arizona
U.S.A.
When I called customer service, the person who I spoke with was very nice and told me that it was a billing error, and she would forward this issue to her supervisor, and my bill should be adjusted within 24 hours. I checked my bill online two days later, and my bill was still for almost $280! And keep in mind I have not even had the phone a month yet!
Again, I called back, very worried, and frustrated because Ive read other reviews about Cricket Wireless being shady with their billing, but I though "It wont happed to me". WRONG! When I called back , they said the reason I have this extreme amount on my FIRST billing statement, is because THEY cant find records of me paying for my phone! I tried to explain to them that this wasnt my problem, THEY lost it, not ME. I also reminded them that I obviously DID pay for my phone, because Cricket Wireless does not just mail out phones with out them paying for it. I explained that the fact that im holding my phone and using it shows that I paid for it.
Sure enough, this wasnt good enough for them. I asked to speak to a supervisor, and explained to him that I obviously DID pay for my phone, because I HAVE IT IM MY HANDS! They dont give out phone with out them being paid for! He said that I MUST provide them with proof that I paid for my phone by suppling a bank statement or receipt. When I told him that I did not need to do that, because its not my problem that they lost their records, he said "Sir, if you do not cooperate, we will not be able to solve this for you." I could not beleive what I was hearing.
Last night I sent in my billing statementn showing that I did infact pay them $271,91 and I was told that the "payment investigation team" should receive it and do something with it with in 24 hours. So we will see what happens later tonight. I have a feeling they will come up with another excuse why I owe them almost $280 for my first bill.
The service reception is actually pretty good where I live (Phoenix, AZ) But their billing practices and customer service is horrible. If you choose to use Cricket Wireless, be very carefull, and be sure to keep EVERY recipt and EVERY bank statement you ever have with their name on it, or they will probably get you too.
Phoenix Guy
Phoenix, Arizona
U.S.A.
4 Updates & Rebuttals
M
Winston Salem,North Carolina,
U.S.A.
I'm glad you finally got a resolution....
#2UPDATE EX-employee responds
Tue, April 15, 2008
I'm glad to hear everything worked out....finally. I agree, it took WAY TO LONG to resolve your issue. And yes....I was really trying to help you, since I have some "inside" information about Cricket. Believe me, I'm in NO way trying to help Cricket "save face". They've got tons of money, and I do not. I'm just trying to help you, the consumer, get around all their "crap" to get your situation resolved. As for your phone issue....you need to contact Kyocera about that. Go to the following website - www.kyocera-wireless.com/support/ or give them a call. They made your phone, so you need to tell them that their cell phone sucks because it stopped working in less than 6 months..and nothing YOU did caused their crappy phone to break (don't tell them like that...or they might now help you. I've worked in customer service to know this - yelling at a person does NOT get things done. In fact, it usually causes them to NOT help you as much.) Hope that helps!!
Phx Guy
Phoenix,Arizona,
U.S.A.
The resolution.
#3Author of original report
Tue, April 01, 2008
Okay so Cricket finally credited the amount due to my account, and also gave me another free month of service. That was a great resolution, but the time it took is unacceptable. And on another note... my phone has been acting up, and finally stoped working all together. The phone has never been dropped and has no scratches. The phone worked 4 months. (Kyocera Lingo)
Phx Guy
Phoenix,Arizona,
U.S.A.
In response to "M"...
#4Author of original report
Sun, January 06, 2008
"M" Thank your for your attempt to help me. IM not sure if your trying to protect the immage of Cricket or actually help me but thank you. Unfortunatle the numbers I called, the reps said that they were unable to help me, but they were able to provide me with a cricket web support phone number (1 866 384 4425), which seemed to have helped. They said they put orders in my account to credit the amount back to me, so far I have been unable to verify if it has been credited back to me or not. I will write a follow up when I am able to verify.
M
Winston Salem,North Carolina,
U.S.A.
A few notes about Cricket's online ordering service....
#5UPDATE EX-employee responds
Sat, January 05, 2008
This is the first time I've heard of such a thing happening with online orders for phones!! I imagine that what happened is that an electronic feed was sent to Cricket's billing system showing that your phone hadn't been paid for when you ordered it (which was obviously erroneous). When you call the customer support 800-Cricket number, those representatives CANNOT see ANY information regarding your online order. All they can go by is what information is seen in the billing system. THAT is why the reps said "we need proof" is because they really cannot tell what happened at the "normal" number. Cricket uses a 3rd-party administrator to send your phone to you. Their contact number is different from the regular 800-CRICKET number, and it's 800-939-0095 or 800-992-6819. If there is ever a problem like this, you would need to contact them instead of a "regular" Cricket CSR.
