ED Magedson – Founder
CKT CRICKET COMMUNICATIONSInternet United States of America
On September 22, 2009 i called *611 on my phone to be connected to a customer service representative with Cricket Communications. Attempting to pay my bill, the representative told me that there would be a $5.00 charge if she took my payment over the phone. With the representative on the phone, i paid my bill online. However, as I was initiating the payment i noted that the website said i owed $148.80 to which i remarked that my bill is only $79.99 this month (including a ten dollar late charge). I was instructed to ignore this and that the website would only take what's actually due. I did as i was instructed and the website took the entire $148.80. I was transfered to a supervisor who then told me that i would receive a refund in 48 hours. 48 hours came and went, no refund. I attempted to call *611 again to follow up and the supervisor i spoke to had placed a bridge payment on my account which disables me from calling *611.
My only recourse (via their automated message) was to go to a cricket store near me. Spending another $10.00 in gasoline i drove to League City (nearly Texas City and not close by) with my three year old, i did attempt to call first but they don't answer the phone. I tried calling from 11am on the 29th of September until 12:30. The last call i made was from their parking lot as i watched them all ignore the phone.
Once inside i went through their touch screen wait list and waited. Finally, up at the counter the customer service rep removed the bridge payment and told me she couldn't do anything about the refund. I asked for a supervisor. The Supervisor Nora Bernal assured me the bridge payment was removed and that she could not help me unless i showed her proof that the payment was made in the amount of $148.80. EVEN THOUGH THE OVER PAYMENT SHOWED IN HER SYSTEM. I was upset, i was scared because we have SUCH a limited income, while the first representative laughed with her coworkers and the next customer who had approached her counter. I've never seen such a batch of children taking on the rolls of professionals in my life.
Ms. Bernal told me i would have to go home and bring back a bank statement. She gave me her card and eventually said I could email it to her. Which I did, and I have a copy of that email, and an email from her stating that she received my bank statement and forwarded it on to the powers that be (never really specifying WHO they were and not offering me a number for that department when i asked for it). I further asked her who her supervisor was and she told me she didn't have one. I asked her who the district manager was and she wouldn't give me the name or the number. Simply acted like one didn't exist.
I emailed back after a few days to follow up to see if there was status on my refund. She simply said she already sent it in. That was it.
After a week i called her mobile number that was listed on her card, because they dont answer the phone in the store, and asked her to check on my refund, it hadn't arrived. She told me that she wouldn't be at work until 11am and would i mind calling her then. She also asked me to call the toll free number (or *611) and ask for Escalations dept. After 11am i did call, and call, and call and call. No answer, no response to my inquiry.
I called *611 AGAIN, spoke to three representatives who all told me that the "escalations dept." doesn't exist. I finally got someone named "Mike" at the *611 customer service line who told me he would expedite my claim and that according to his records no refund request had been filed thus far.
He took my information for the millionth time and told me that it could be up to 5 business days (like everyone else had been saying, in particular Nora) and today i rang back the customer service line to check on the status of my refund. I was told that they cannot process refunds on this line and i would have to go to a full cricket store. I immediately asked to speak to a supervisor where i was placed on hold for upwards of 5 minutes before the call was disconnected.
I rang Ms. Bernal back there was no answer, i rang the store, there was no answer, i emailed Ms. Bernal and told her i would be filing this complaint with the BBB today. No response.
I would really like to get my money back in a timely fashion. I have been a loyal customer for two years and I'm very upset that i can't get a straight answer.
**UPDATE** my husband found their corporate information online and i called direct, and was able to get my refund processed on the spot. I'm told it will now take 2-3 business days for this refund to show on my credit card. but that the refund HAS been processed. The contact information for the corporate office is (ask for the escalations department):
10307 Pacific Center Court
San Diego, CA 92121
This report was posted on Ripoff Report on 11/09/2009 05:01 PM and is a permanent record located here: http://www.ripoffreport.com/reports/ckt-cricket-communications/internet/ckt-cricket-communications-no-refund-rip-off-poor-customer-service-internet-521739. 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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