• Report: #355011

Complaint Review: Cricket

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  • Submitted: Thu, July 24, 2008
  • Updated: Sat, August 02, 2008

  • Reported By:Buffalo New York
Cricket
mycricket.com Internet U.S.A.

Cricket mycricket.com will take your money, not tell you it went through, and not refund you for double payments Internet

*Consumer Comment: cricket gives you services you don't ask for than charges to cancel them

*Consumer Comment: cricket gives you services you don't ask for than charges to cancel them

*UPDATE EX-employee responds: Cricket's online payment system has MAJOR issues...and their foreign supervisors are DUMB....

*Consumer Comment: dont make payments online

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I went to pay my cricket phone bill just like I do every month only this time for some reason it would not accept my CC payment. I was using the same card I always do. A red lettered message came up and said "unable to process payment because bank information does not match up, please try again or check with your bank". I found this bizarre ,assumed payment did not go through because I typed something in wrong and tried again. I double checked everything, hit submit and the same message popped up.

confused I called my bank and they informed me two hold were put on my account from cricket.com for a dollar each. I asked what it was and they told me that it meant cricket was going to deduct two full payments of 53.66 approximately 2 days later. I asked if they could stop one payment and they said no because it was a hold and hadn't gone though yet.

I called cricket and of course got the foreign customer service rep which I could barely understand. I was told that no payments were made and I owed no money till next month. I asked the rep how is that possible? Was my service free for July? He thanked me for my time. I called again and was given the same information and I asked to speak to a manager. she informed me that yes two payments were made but was not able to refund the double payment. I told her that how is it fair that I got a red lettered message on the website saying payment was unable to be processed yet it did twice? That's fraud! She told me to ccall back 24 hrs later to check it.

As of now neither the bank (HSBC) nor cricket will refund my double payment. This is outrageous, and basically is stealing.

Chris
Buffalo, New York
U.S.A.

This report was posted on Ripoff Report on 07/24/2008 05:27 AM and is a permanent record located here: http://www.ripoffreport.com/r/Cricket/internet/Cricket-mycricketcom-will-take-your-money-not-tell-you-it-went-through-and-not-refund-y-355011. 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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0Author 4Consumer 0Employee/Owner
Updates & Rebuttals

#1 Consumer Comment

cricket gives you services you don't ask for than charges to cancel them

AUTHOR: Cybervigilante - (U.S.A.)

I specfically told the cricket salesman I didn't want phone-internet since I bought an EZ phone, which won't even Do Internet. He still put it on the contract. He also put on insurance I didn't ask for. The insurance has a huge deductible for a crappy phone and takes forever to get you a new phone.

I tried calling Cricket and was FIVE DAYS for an hour at a time trying to get through to their nonexistent customer service.

I went to the website and to downgrade and take off the phone internet I DID NOT ASK FOR, you have to pay ten bucks, even though it was their crooked salesman.

I also found you can't cancel the insurance on the internet, so basically I couldn't fix anything there.

Most of the stores are not corporate stores and can't do a lot for you so you have to go to the corporate store to change things like cancelling insurance.
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#2 Consumer Comment

cricket gives you services you don't ask for than charges to cancel them

AUTHOR: Cybervigilante - (U.S.A.)

I specfically told the cricket salesman I didn't want phone-internet since I bought an EZ phone, which won't even Do Internet. He still put it on the contract. He also put on insurance I didn't ask for. The insurance has a huge deductible for a crappy phone and takes forever to get you a new phone.

I tried calling Cricket and was FIVE DAYS for an hour at a time trying to get through to their nonexistent customer service.

I went to the website and to downgrade and take off the phone internet I DID NOT ASK FOR, you have to pay ten bucks, even though it was their crooked salesman.

I also found you can't cancel the insurance on the internet, so basically I couldn't fix anything there.

Most of the stores are not corporate stores and can't do a lot for you so you have to go to the corporate store to change things like cancelling insurance.
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#3 UPDATE EX-employee responds

Cricket's online payment system has MAJOR issues...and their foreign supervisors are DUMB....

AUTHOR: M - (U.S.A.)

I know all too well about Cricket's online payment system. It has quite a few bugs in it which have gotten worse over the years. When I used to work for Cricket about 4 years ago, customer service was MUCH better because it was based in the USA. Now, the company that they use to do their customer service has moved to using their India-based call center to process calls (many companies have moved to this, and have lost *many* U.S. customers because of it). That would be the reason why you couldn't understand him.

As for the supervisor that told you that she could not refund the double-payment, that is somewhat true. The payment CANNOT be refunded until it posts to your Cricket account. Once it does, THEN you can request for it to be refunded. Here are the steps you need to take:
1) Be prepared for ALL Cricket reps to deny your request when you do ask for it!!
2) BE CALm and ask for a supervisor to complete a "(over)payment refund request" due to double-payment.
3) If they don't know how to complete the form, then ask for their supervisor (they may say "I'm the floor supervisor"). Again, BE CALM.
4) If they deny it, then tell them that you will NOT get off the phone until you get a REAL floor supervisor or you will disconnect your phone and report them to the Better Business Bureau, Federal Trade Commission, and your credit card company for refusal to refund your payment for services according to the Federal Fair Credit Reporting Act (the last one SHOULD prompt them to help you in ANY way they can because they face federal punishment if they fail to do according to your above wishes).
5) Make them offer to some courtesy account credits for all the trouble you have had to go through.

Hopefully, this will help. I used to work in Technical Support and would fill out the "payment refund requests" all the time. It's really not that hard.

One more tip: they MAY ask you to have your bank fax them a copy of your statement showing where the payment posted twice to your account. Make sure they give you the CORPORATE number (which is based in CALIFORNIA) and not some other number. It should begin with the area code 858. If it does NOT, then ask for the Corporate number. IF they do NOT want to give you the Corporate number, then tell them you will contact the parent company Leap Wireless, who OWNS Cricket Communications and will speak with the head of customer service (their boss) Linda Wokund (found on LeapWireless.com, the PARENT COMPANY of Cricket).

Suggestion: since you have Internet access and probably own a computer at home, I would make payments through your bank's website "Online Banking" system to make payments instead of using Cricket's website. It's probably FREE...and your bank can always confirm when your payment arrives at Cricket.

Hope that helps...
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#4 Consumer Comment

dont make payments online

AUTHOR: Ms.steward - (U.S.A.)

If you are going to make a payment online and it kicks it back saying that it could not process the payment, maybe you should wait until the next day to find out if it went thru or not or even check with you bank before trying again. You cant honestly say that cricket themselves are stealing because you gave them the right to steal when you put ur credit card info on their website to make a payment. You authorized them to take the payment out of your account. I am not saying that you are wrong for saying what you said, I am just saying that maybe its just as much your fault as it is their's. With that said I am also going to say that it is not fair for them to not be able to refund your money because any company that takes payments has ways of doing refunds. So I do sympathize with your situation. But maybe be more careful next time.
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