• Report: #965087

Complaint Review: Cricket Wireless

  • Submitted: Mon, November 05, 2012
  • Updated: Fri, November 09, 2012

  • Reported By: Thalialw — Racine Wisconsin United States of America
Cricket Wireless
5201 Washington Ave # I Racine, Wisconsin United States of America

Cricket Wireless No contract my a**! Racine, Wisconsin

*Author of original report: I'm not sure what to think.

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Cricket is pay as you go; no contract, right? So one would think that if I no longer want a phone, I could just not pay the bill?

Well, I had 2 lines of service, one belonged to a broken phone. Cricket talked me into suspending that line for a month, in case I could afford a replacement. I couldn't afford it so I paid 55.18, instead of the 110.36 that was due. Instead of applying the payment to the primary line, they interrupted my services for both lines. Fine, whatever. I called and called and called, 5 times, and never got customer service, but kept getting the payment dept who said there's nothing they can do because they are for payments only. They can't even connect us to customer service. I need to hang up and call back and select a non-payment option. But what they don't tell you is that the only non-payment option is a location look-up, AND selecting any other option to get to customer service results in the auto-voice hanging up on you. Crazy, right?!

So I went to the store located at 5201 Washington Ave in Racine, WI and talked to Austin, who told me if I wanted to pay the other 55.18 for the pay as you go, no contract phone that I no longer wanted to pay they would credit my account next month. But because "I" let the billing cycle close without canceling the broken phone line, (that I'm not obligated to keep or cancel) my line would not only stay off without payment of the additional 55.18 but Cricket will not refund the 55.18 that I did pay if I cancel BOTH lines. Austin went as far as to tell me that Cricket doesnt refund payments, when I know they do because they refunded the tether service when I canceled it. He questioned me as if I was lying.

So, not only am I obligated to pay for services on a phone that I'm not contracted to pay for, but I can't get a refund for services that I'm not using because they interrupted my services. Then, because I was just an angry customer that he knew he was done talking to, he proceeded to help other people and left me standing there. I kept my cool through most of this, I did, but I snapped then.

I called customer service while in the store and went-the-f*ck-off. But of course, I got the payment dept who said there's nothing they can do because they are for payments only and they can't even connect me to customer service

Austin, at the Cricket store, did not, at any point, turn on me like I turned on him but he didn't have to. Because you see, to him, I'm just a broke a*s person whose credit is too poor to get a phone through a legitimate cell phone carrier, so I'll take his calloused approach, his "I'm not gonna argue with you" type comments, and his genuine lack of concern for the situation, and leave with my tail tucked between my legs. I mean, he honestly DID NOT give a sh*t! 

So after all of this, I contacted my bank, explained the situation (and told the truth: I made the payment but Cricket is refusing to provide the services that I paid for), and they said "we're going to get you your money back. Don't worry about this, we'll handle it." Thank you Chase Bank!!! F*ck you Cricket! I hope you burn. People, if you pay for a service and the service provider chooses not to honor their end, you're entitled to a refund. Period. If Cricket has ever done this to you, contact your bank. If you paid in cash, contact a lawyer. Seriously. I smell a class action lawsuit, Cricket. You thieving bastards, you!

This report was posted on Ripoff Report on 11/05/2012 03:45 PM and is a permanent record located here: http://www.ripoffreport.com/r/Cricket-Wireless/Racine-Wisconsin-53406/Cricket-Wireless-No-contract-my-a-Racine-Wisconsin-965087. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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#1 Author of original report

I'm not sure what to think.

AUTHOR: Thalialw - (USA)

I'll try and keep this short.
It's four days later and the line for the broken phone is cancelled. According to Cricket, it was cancelled on Nov 4th. Everything went down on Nov 5th...??? Also, turns out I was wrong about the tether service cancellation being credited to my cc. 

So I called my bank and initiated an investigation this morning (that I later cancelled). Then I decided to try Cricket Wireless customer service one more time. I looked at it this way, if my bank credits me the 55.18 and I lose the battle, they'll take their credit back; since I was going to use the money today to go to Boost, and on the off chance that things didn't go my way, I didn't need an overdraft fee on top of everything else.

I called 800-CRICKET, and of course, no answer. After finding a suggested cust svc number online, I called and got a real person in seconds, Paul emp id 93092, and he was able to transfer me to an account specialist(?) right away.

My A.S. is Jeremy emp, id 785138(?) or 783152(!). (He gave it to me twice, but the 1st time was off the top of his head; he's new there.)

K, so. I explained almost everything to Jeremy. 'Almost' because he stopped my toward the end and just started sincerely apologizing for everything I experienced. He said that the store I went to is a stark misrepresentation of Cricket Wireless; that our conversation is being recorded and will get the attention it deserves. He also said that this isn't the 1st complaint of this nature he's handled in his 5 short days there. I believe everything he said. Seriously, he sounded apalled. 

Well, here's how Jeremy helped me:
  • He's mailing me a free Ascend II for the line I paid for and wanted to keep. (Because I hulk-smashed mine when I left the store on Monday.)
  • He waived the reactivation fee for the new Ascend II.
  • He suspended the service on my Ascend II so I don't lose my number, and
  • He credited my account appropriately so I'm not paying for time without service while I'm waiting for the new phone to arrive. 
  • He credited the 55.18 (that started this whole mess) in order to get the charges off account.
I'm keeping my service with Cricket Wireless, of course. But Jeremy is the reason for that. I'm hoping that Cricket's Corporate Office is hearing these complaints and in the process of making things right. 

Contrary to popular belief, customers aren't stupid. We know our relationships with businesses are quid pro quo. To me, it seems that sometimes businesses forget that little tidbit.

Hopefully, you won't hear from me again about this matter. I called 866-384-4425.

My ratings for 800-CRICKET and the Washington Ave store: still two enthusiastic thumbs down.
My rating for Paul and (especially) Jeremy is 5 stars
My rating for the REAL Cricket Wireless is 5 stars, only if they crack down on their unscrupulous franchise owners and give us real cust svc reps at 800-CRICKET.
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